In This Issue

Yardi News
Yardi Joins Forces with The Home Depot® Read More»

Yardi Acquires Centershift
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Yardi Acquires Enerliance
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Client News
Tarragon Property Services Increases Occupancy and Adds Resident Services with RENTCafé Read More»

TriBridge Residential Opts for Full Yardi Multifamily Solution Stack Read More»

Moss and Company Achieves New Efficiency with the Yardi Multifamily Suite Read More»

Client in Focus
Post Glen Improves Maintenance Response Read More»

Product & Technology News
Yardi Unveils Yardi Marketplace
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Orion Business Intelligence Now Includes New Collaboration Feature Read More»

1,500-plus Adoptions and Realcomm Digie Award Highlight Eventful Year for Yardi Voyager 7S Read More»

Industry Trends
Resident Retention
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Apartment Market Update
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Revolutionary Revenue
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Events

Spring YASC 2015
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Contact

Yardi Systems
North America
430 S. Fairview Avenue
Santa Barbara, CA 93117
United States

Sales: 800-866-1144
Support: 800-866-1124 sales@yardi.com

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Resident Retention

Reducing turnover (and loss of revenue) requires multiple factors working together in harmony, such as a great location, beautiful homes and amenities, and a maintenance crew that is always on point. But perhaps most importantly, the relationship that renters build with the onsite staff can make or break a lease renewal. Fortunately for onsite staff, developing good social skills won’t require an additional line in the budget and it can make a world of difference for retention.

Let’s take a look at three points that can improve relationships between staff and residents, leading to happier days and longer stays.

Visual Connection
It’s a basic social convention that many of us avoid for one reason or another but eye contact is a skill that will take you far in multi-family services.

Eye contact is vital for successful during face-to-face communication, whether you are the listener or the speaker. Studies show that listeners are more likely to trust what you say and have confidence in your abilities when you visually connect with them.

As you listen, eye contact becomes equally important. When you fail to make eye contact with your residents, you risk conveying:

• A lack of interest in the speaker: “I’m too busy to pay attention to you.”
• A lack of interest in the matter at hand: “Oh look… a squirrel is outside.”
• Dishonesty: “I can’t look him in the eyes while I try to wiggle out of this.”
• Dominance: “You’re unworthy of my attention.”

A lack of eye contact can put a resident in defensive mode, offended by your nonverbal cues and ready to counterattack. This can quickly turn a simple complaint or concern into an argument. The resident will be harder to please and more likely to express aggression on review boards and social media. While eye-contact alone won’t solve problems, it can help you avoid them.
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Yardi Systems 430 S. Fairview Avenue Santa Barbara, CA 93117 United States