In business, as in life, you can’t expect people to stick around for long if they don’t feel heard and appreciated. Practicing empathy as a rule in your property management organization can help you improve retention of your employees as well as your customers. And despite its lack of human touch, technology can still help to amplify your impact and improve your outcomes. Let’s explore how in the points below.
Tech-Enhanced Empathy for Customers
With the right technology in place, you can instantly and dramatically boost your service levels, particularly in the way of improved communication and faster response times. If your customers have to jump through hoops to get in touch with you or wait an unreasonable amount of time for a response, it’ll undoubtedly leave a bad taste in their mouths and could easily lead to churn.
By leveraging a tool like property management software, you can provide an easier and more robust means of communication to your clients. And with advanced technology like automation, residents can receive instant replies to requests and inquiries, assuring them that you’re working on the issue and will circle back with a resolution. This makes people feel more heard and understood.
Tech-Enhanced Empathy for Employees
When you invest in property management technology, you’re not only making an investment in your business, but also your employees. That’s because tools like this make their lives easier, improving their job satisfaction and making them feel appreciated.
It also empowers your employees to apply their skills toward more meaningful and high-level work by taking the boring, day-to-day minutia off their plates. This builds trust and improves engagement. Furthermore, when you show empathy to your employees and arm them with the tools and support they need to do their jobs more effectively, the service they provide to customers will also improve.
Now that you can see the direct and indirect ties between property management technology and empathy, the next step is figuring out where and how to begin. We recommend first asking yourself how you can provide your customers with the best possible service, and also, how you can streamline the workload of your employees. With answers to these questions coming into clearer vision, you should be able to start mapping out various ways to incorporate technology as the solution.
Some examples include:
- Provide a central online portal to make communication fast, easy and convenient
- Offer self-service tools to enable customers to submit and track requests
- Deploy automation to improve efficiency and enable employees to deliver better service
Still struggling to make the connection between property management tech and an empathetic approach to business management? Get in touch today. One of our team members would be happy to show you the power of INFO-Tracker in action and how you can apply its advanced digital capabilities to your business in real-world ways.