Using Tenant Survey Results to See the Ugly Truth
This series started off when I discovered that tenants need to feel safe before their belongingness needs were addressed. Click HERE to see that post. That led me to send out a tenant survey to find out how my tenants felt.
I went through the process of learning how to prepare a simple online survey. You can follow my tutorial and see my survey results by clicking HERE.
Now that the results are in, I've learned that my residents feel:
- They're getting good value for their rent
- Safe inside our gated complex, but
- Somewhat unsafe in the neighborhood
It looks like we haven't fully satisfied their need for safety and according to Maslow's rule, I shouldn't attempt to address their more advanced needs. Neighborhood safety is still an issue.
Coming to terms with survey results
This is such a disappointment! Especially since I put a lot of effort into trying to improve neighborhood safety. It's also disappointing because I was planning to build a small deck to give the complex a front porch-like sitting area.
My front yard catalyst project was supposed to be a cool spot that my residents would enjoy - and that would put more eyes on the street and further improve safety. I really wanted to do something remarkable. However, based on the results, they aren't likely to hang out in an area were they aren't fully comfortable. In fact, creating a nice but unused space would backfire on me; just like an empty restaurant on a Friday night.
After a couple of days in denial, I'm ready to adjust my reality
My new plan is to continue working on neighborhood safety, install a pea gravel bed as a place holder for the deck, and finish the planting according to our landscape plan. This way I can continue to stoke the neighborhood's revitalization without wasting money.
What do you think? Are you willing to hear what your tenants think?
Comments (4)
Good luck Callum. I like your personal touch, but if you're really want to hear what people think, you'll let them tell you in an anonymous way. You're wise to build goodwill with your customers. Think you could get some good testimonials to help with your upcoming marketing?
Al Williamson, about 12 years ago
Thanks for the insightful ideas Al. I have applied a slightly more traditional approach of taking over a small basket of goodies each holiday season has built goodwill with my tenants but also allowed me to talk to them in a comfortable setting about some of their thoughts and opinions. I am in the process of acquiring a lot more properties in the next twelve months so I think your approach might be better suited.
Callum K., about 12 years ago
Dale Osborn you're so spot on. There's not much a landlord can do by themselves, BUT when they organize and work with other owners - then nearly all problems can be solved. I currently lead neighborhood watch for the block my rentals are on. We've come a very long way in 10 years and all of my tenants recognize that. What's surprising is that they are still on guard. Crafting a plan to address perceptions of safety and tackle problem spots. When I go to sell, I want the majority of tenants to feel "safe" in the neighborhood. I'll keep you up to date on the steps I take to get a higher safety rating in my next annual survey.
Al Williamson, about 12 years ago
Surveys are a great way to find out how you can better serve the needs of your residents. Not feeling safe in the neighborhood is not something you can fix over night. You can't buy up all the properties in the area and clean them all up. You can't be the police force and lower crime rate statistics. What you can do is organize neighborhood watch groups to keep crime away from the area. It will take cooperation of all the building owners & managers in the area to make it work. All it takes to ruin it is for one mismanagement company that has the screening criteria of being able to fog a mirror and have the cash to move in. The neighboring building owners and managers would then have to make lots & loud complaints to the police department to get them shut down. Great article - shows you care a lot about the tenants that pay all your bills & mortgage payment.
Dale Osborn, about 12 years ago