Millennials now represent the largest group of condo residents across Canada. Learning their lifestyle needs and how they want to be treated by property management should be a priority for your team of board members. The good news, connecting with these residents doesn’t have to be rocket science – when it comes to communicating and connecting with millennial residents, offer these simple solutions:
Offering messaging apps
Live messaging is a rapidly increasing trend in service operations and is primarily a preferred communication method by millenials. Offering messaging apps allows residents to engage with concierge virtually and can help alleviate wait times in lobbies and common areas by promoting swift communication. Messaging apps increase response time between condo staff and residents and increases communication flow on an on-going basis. Phone lines do not offer multiple communication streams simultaneously which often results in increased foot traffic in lobby and concierge areas to meet resident needs. As well, live messaging keeps phone lines open for emergency communications or other outside communications to the concierge desk. Especially during the unprecedented pandemic – COVID-19, messaging apps provide a safe environment for communication. Reducing foot traffic and in person interactions in common areas promotes social distancing and overall resident and staff safety.
Offering live feedback
Offering current updates and feedback on relative issues is a great way to increase the quality of two way communication. By addressing relative issues or updates in common areas (TVs in lobby and elevators) such as maintenance updates or service updates creates an effective communication channel. When items such as elevator service disruptions are clearly displayed, this reduces unnecessary repetitive communications to concierge from residents and vice versa. Notifications such as “Elevator 2 out of service – maintenance has been contacted” reduces uncertainties and alleviates frustrations. Live feedback channels are an effective way to give important updates that reach the appropriate audience.
Offering polls
A collaborative approach to certain aspects of condo living can facilitate stronger resident communication and can strengthen rapport between management, staff and residents. Digital polls are a quick and easy way to collect data on items that individuals wish to contribute to – generally millennial condo residents won’t participate if they don’t find the information relative to themselves or their opinions. This helps generate accurate results from polling. Allowing residents to participate in items such as offering a parking space for a car share, or other onsite services that would benefit residents will generate positive feedback for the community. Polls should be limited to adding or removing additional services that would benefit both the management and residents. Polls can also be an effective way to generate awareness of consistent complaints or consistent communication from residents to management/staff to find appropriate solutions.
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