Angel Rogers's profile| Property Management | Resident Retention

My teams are getting a little beat up...entitled residents, angry residents, impatient residents...are verbally abusive. All the customer care training in the world doesn't always prepare you for some of the outrageous demands and attitudes they are experiencing (and I have witnessed it myself). They are getting discouraged and I really feel for them.
I saw this at Lowe's and thought it might have an impact at properties..
What are your... Show more

Brent Williams, Mikel Persky and 1 other

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Donje Putnam It’s very sad the way we treat each other nowadays.

Valerie Sargent When I facilitated a leadership forum at the Florida Apartment Association’s event last year, this was a big topic. Some of the companies were altering the language in their lease agreements to cover this type of treatment as a protective measure for the onsite teams. I don’t know that a sign makes a difference to abusive people like that, but I like it.

Brent Williams I really like it, although I would tweak it slightly so it is a bit more assumptive that the reader is one of the good ones. When one says, "thank you for...", it can be read as a post-event thank you for something they have actually done, or a preemptive "warning" of sorts to encourage a behavior.
The second paragraph makes it clear that the "thank you" is preemptive. And there is no reason to warn someone who is already doing good. So I would adjust it slightly:
"We appreciate you treating our associates with respect.
In today's stressful world, we have seen a rise in profanity and verbal threats, so thank you for helping to make Lowe's an enjoyable place for all!"
(I'm in multifamily, so of course I had to add an exclamation mark at the end)

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These angels were gifts from very sweet residents during my time on-site. The crocheted angel is from 1997!!
These serve as a reminder that:
1. Not all the residents are bad, crazy, etc.
2. My time as a manager was amazing!
3. We are the only family that some of our residents have.
4. I am grateful to have been in a position to help so many people over the years.
5. Kindness doesn't cost you anything.
Show the group what you have received from... Show more

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Hey!
I need this smart group's input on a BIG debate.
Are Property Managers considered mandated reporters?
I say yes....what say you?
No arguing please, just weigh in if you have a thought on this

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Guest Insider I oversee Affordable Housing and we have this statement in all of our job descriptions.

As a mandated reporter, follow all procedures outlined in agency policies and procedures to report to the proper agency when there is suspicion and/or confirmation that a child or adult has been a victim of abuse or neglect .

While I understand that we protect the asset, but if abuse is happening it most likely is affecting our assets. We are all responsible to provide a safe place to live to our residents.

Guest Insider I believe we are obligated to report anything that creates a threat, danger, pending security problem, etc. (I believer we all know the score.) However, if the topic extends beyond the realm of management authority I think it should not be reported. They said, they heard, they repeated is a recipe for misinterpreted information.

Guest Insider You can only report allegations, the police or social service will perform an investigation and only take action if they find it necessary. Not reporting something because of uncertainty reduces the chances of someone getting the help they need.

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Greetings from So Cal!
I need some help and intel...are any of you seeing decreased mystery shop scores? If so, what are you doing about it?
We are on the struggle bus with BASIC protocols, and yes, there is significant training at on boarding and ongoing!! We had a HUGE in-house conference...

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Angel Rogers Pattie Woods us too!

Kiki Clarke Oh yes, these are great comments. We’ve been doing audio and video recording for years now and it’s so much better for training but after Covid, the customer experience was ramped up in our questions so it’s been a challenge to get those scores higher however in reviewing scores, seeing high ratings will trump the score. I’ve also sent out short video quick tips to the sites being shopped that the associates found very helpful. We have a telephone notepad too so it’s easy to flow in their personality and convo instead of robotics.

Guest Insider Agree with all comments. We are seeing this nationally and @ The Pivotal Companies via our shopping program. We have ramped up our training and offer one on one phone skills training as an additional service to our secret shopping program in an effort to really dial in and hold the teams accountable. Be certain to celebrate the WINS and make a BIG deal of those doing great to help incentivize those struggling to listen, watch, learn from the team members that knock it out of the park! Good luck, would be happy to strategize with you! Shoot me a message if you are open to it!

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Only this group will get this...
A few weeks ago my husband and I went wine tasting (drinking) at the winery where we are members. After more than just tasting (lol!) with several of the regular winery friends and wine tenders, the subject of bed bugs came up.
Apparently, I had ALOT to say about it!!!
My favorite people from Suveg Cellars had this t-shirt made for my Christmas gift. I laughed SO hard I cried when they gave it to me!!!... Show more

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Angel Rogers Valerie Sargent I have to get you to this sweet little winery out here!

Kara Rawson Best gift ever!

Guest Insider They always get freaked out that roaches and spiders are nature's cure for bed bugs ...And fire... Lots of fire...

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Angel Rogers

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