The Three C's are the fundamental pillars which are intertwined and crucial for building strong networks. According to Lia Nicole Smith of Satisfacts Research, the 2023 Biennial Online Renters Study showcased effective communication and inclusivity matters in creating a sense of community. She shares, “If Renters feel that information is not transparent or inclusive, or they perceptive a lack of effort to involve residents, it can negatively impact their sense of community. ”
Despite having a variety of technological options available for communication with residents, it seems that technology alone is not sufficient. While software that enables staff to email and text, and AI that can assist in communication content, nothing can replace human to human communication. Only onsite team members possess the necessary knowledge about what is happening on the property. Therefore, as an industry, we must focus not only on how and what we are communicating, but also why we are saying it. It's important for everyone to understand the reasoning behind the message when speaking with residents, prospects, and colleagues. Understanding the "why" in communication is crucial for providing context, inspiring action, building comprehension, and cultivating positive relationships. It contributes to effective and meaningful communication.
Communication: Is the foundation
It involves sharing information, thoughts, ideas, and feelings clearly and openly. Good communication skills help in conveying messages accurately, avoiding misunderstandings, and promoting understanding between individuals or groups. Effective communication isn't merely about transmitting words; it's about ensuring that the intended message is understood. Whether verbal or non-verbal, clear communication is essential for building trust, resolving conflicts, and fostering healthy relationships.
When it comes to Onsite team members and residents, open and honest communication forms the basis of trust. Statistics from 2023 Satisfacts Biennial Online Renter Study shows 71.1% of residents prefer text message, 72% overall prefer Email, and 60.8% prefer a phone call. Truly there is not a reason you can be over communicating with residents. We should be focused on sharing more than “rent is due” to our residents. Other opportunities to build communication updates and progress on capital ex projects, monthly aspects which Maintenance is focused on, landscaping maintenance & improvements, amenity updates. Look for the projects or investments being made around the community in which are not usually communicated.
Connection: The Thread That Unites
Communication lays the groundwork, but connection is the emotional bond that emerges from it. Communication leads to connection. It's the bridge that links individuals. A genuine connection transcends mere acquaintance; it's about truly engaging with others, listening attentively, and empathizing with their experiences. It cultivates a sense of belonging and support, enriching our lives with companionship, emotional sustenance, and shared experiences.
What does connection look like for a community? Onsite team members should be focused on creating experiences, not events.,“WOW” moments even on a one to one bases not just for the entire community at once. This can be accomplished by getting to know each resident and celebrating the moments. Things like: et’s birthday, residents birthday, celebrating a monumental moment for a resident, or even doing something unexpected.
Community: The Tapestry of Togetherness
As connections solidify, residents form the intricate threads of a community. A community is a group of people who share common goals, interests, or values. Effective communication and strong connections among its members are vital for the community to thrive. A healthy community provides support, collaboration, and a sense of belonging for its residents.
Do your residents feel their home is a community? The data speaks loudly. From SatisFacts & ApartmentRatings most recent Biennial Online Renter Study shows residents expectations are not being met. Sense of community remains the #1 driver for perception of value in our latest. The gap between expectation (3.93) and reality (3.34) highlights an area for improvement within the multifamily industry. We must go beyond what "we" feel creates a sense of community, and look to what the residents want and need. We are in the business of hospitality and we must focus on serving the resident.
The interplay between these three elements forms the backbone of society. A breakdown in communication disrupts connection; severed connections weaken communities. Conversely, strengthening communication fosters deeper connections, which in turn fortify communities. In our pursuit of a harmonious and thriving community, recognizing the importance of the 3 C's is paramount. So let's embrace the power of Communication, foster meaningful Connections, and contribute positively to our Communities, weaving a vibrant tapestry of understanding, support, and togetherness.