October 14, 2022
Residents want to know that they’re talking to a person. So what can you do to avoid sounding robotic?
Digital messaging is a great way to stay connected to all your residents without the need for individual face time with every resident. While messaging technology is a great solution to communication challenges in the multifamily industry, it can be difficult to maintain a personal touch.
Though it can be tricky, when a resident feels like a message is personalized, or tailored to them, they are more likely to engage. We have compiled a list of 5 ways to easily make your digital messages more personal to ensure that you and your teams do not lose the important aspect of human-to-human interaction.
Try to look back at past conversations with your residents. Do they typically ask about maintenance requests? Ask them how the previous request went and was resolved. Or if they often ask questions about their rent and utilities, be sure to send a message letting them know where they can find this information, along with a link to their resident portal. Having the ability to look into past interactions with residents and catering your language to them individually will drastically help the personalization of your messages.
If there’s multiple residents living in the same apartment, it’s best to schedule your messages at different times of the day so it doesn’t appear too automated or robotic. If you require a 60-day notice, make sure your lease renewal messages are being sent out with enough time to allow for a conversation before the resident decides to move elsewhere. Taking the extra step to look at the timing of your messages will ensure your messages are personalized and look like they are coming from a human — because they are.
It doesn’t get more personal than using their name in your message. “Good afternoon! How can I help you?” does not sound nearly as personal as, “Hi Charlie! I wanted to check in and make sure you’re comfortable. Is there anything else we can help with?” By inserting their name into the message, you have added a human touch to a digital message, and they are more likely to interact and engage with you.
For an added touch of personality, insert who the message is coming from. For the guest, “Let me know if you need anything!” versus, “Let me know if you need anything! -Jessica” gives the resident an idea of who they’re interacting with. They know that it is a real person on the other end, and it gives a sense of familiarity. This little touch of adding in your signature can really go a long way!
You want to sound human without sounding like their pal from school. At the end of the day, these messages are coming from a service professional, and they should sound like it. Avoid using slang terms or text abbreviations that might not be applicable to all your residents. However, you don’t want to sound like a robot either. It’s a balancing act, but by making it personal, you are adding value to your messages.
Maintaining connection with every resident can be a difficult task. Digital messaging technology has proven to be a solution to many communication challenges when it’s leveraged properly. The biggest hurdle to jump is keeping it personal. With these 5 tips in your toolbelt, you will be crafting personalized messages to your residents in no time.
Learn more about resident messaging or schedule a conversation with our team today.
Curious to learn more about Kipsu and digital messaging? Connect with a member of our team to get all of your questions answered.