Happy residents can make or break a community. After all, even in this digital age, word of mouth is still the best marketing tool. In fact, most people now turn to online groups and forums for advice rather than advertising, marketing, friends or relatives.
For a manufactured home community owner or operator, this is more important than ever. Resident satisfaction should not only be measured, but evaluated on a yearly basis. It should be done with a tested tool, such as the Insight Track Survey (TM), which was developed by Newby Management and the University of Florida.
As a property management company, we measure our success on a number of factors, but one of the biggest is resident satisfaction. Each year, our team sends out postcards to residents in each of our communities across Florida, giving them a code to sign in anonymously to an online survey.
From there, we ask residents to indicate on a scale from 1-10 how satisfied they are with several aspects of the community, including:
How Safe They Feel
The Value They Receive
The Amenities They Enjoy
Whether They Would Recommend the Community to a Friend
Space for Free-form Comments
Our team works diligently to complete the surveys in February while our winter visitors are still here. This gives us as many responses as possible so we can analyze trends and look for actionable items. It allows us to work with manufactured home community operators to improve their communities in ways that will matter most to residents.
Today more than ever, residents expect a quality experience. This is especially true for residents who are looking for adult living communities. These are not the retirees of the past. The expect a wide range of activities that vary from bingo and shuffleboard. They are younger, more vibrant and more technology-friendly. For adults 55+, a community should be an experience, not just a place to live.
For the younger generation, they are looking more and more to non-traditional housing. In the past, young adults generally didn’t consider the idea of living in a manufactured home. Today, they are seen as viable and affordable housing options for a generation that is struggling to enter the housing market.
As we watch the manufactured housing industry grow and change, it’s important to stay on top of what consumers want. As manufactured home community owners and operators, we understand that finding the time to assess these trends can be daunting. That’s why we developed and utilize the Insight Track Survey (TM) on a yearly basis to help our communities be as successful as possible.
The attainment of our approach can be seen in our current resident satisfaction. At Rolling Greens, a 55+ golf community in Ocala, Florida, residents are happier than ever. With the help of ownership, we have taken on numerous capital improvements to the community, including a new clubhouse, new pools, better roads, tree trimming and new 2016 model homes.
“We think Rolling Greens is the nicest manufactured home community in the Ocala area, “said Phyllis & Bob A, Rolling Greens residents. “Many upgrades to the facilities have been completed & are continuing to be made. New homes now are offered, older homes are being updated, & the old deteriorated homes are being removed. We’re very happy we bought a home here.”
Comments like these can be found at our communities across the state. Stay tuned this month as we discuss the different ways we handle resident relations at Newby Management. If you’re interested in our other property management services, please email us at info@NewbyManagement.com. We look forward to making better communities together.
If you own a manufactured home community, you could be missing out! While it’s a great way to earn income, and provide a valuable service to the community, many do’t realize how hard it is. It requires 24/7 attention.
You might be missing the details that a professional management company wouldn’t.
That’s where Newby Management comes in. We’re a full-service property management company with over 40 years of experience in the industry. Our team expertly manages your manufactured home community while keeping you in the loop, so you always know what’s going on.
Our corporate staff works hard every day to keep your manufactured home community running smoothly. Our experience, combined with our depth of service, make us one of the best options for manufactured home community management in the industry.
Here’s an in-depth look at the manufactured home property management services we offer:
The Newby Management team knows that each manufactured home community faces unique challenges. That’s why each property is approached individually, and their struggles, hopes and dreams become Newby Management’s. Each manufactured home community is handled as if it belonged to the company.
Property Management Services:
Sales & Marketing
Create & Promote Lifestyle
Hold Meetings for Rent Increases
Comply with State & Federal Guidelines
Host Social Events
Physical Plant Management
24-Hour Crisis Management
Accounting is usually marked by numbers and figures. At Newby Management, it’s marked by genuine care. The accountants treat all the money they handle as if it were their own. They personally invest in the outcome of the finances, and through it are able to provide excellent customer service and financial reporting.
When investors or ownership groups make special requests known, the accounting team meets them consistently. The company’s service package is often customized to meet the needs of a variety of challenges that investors and owners face. Unlike other companies, Newby Management clients have the comfort of knowing they will always be able to talk directly to a live person who handles their account on a day-to-day basis.
On-Time Payment Processing
Professional Financial Reporting
Manage/Reconcile Bank Accounts
Hiring the right team members for the right positions is about more than wordy job descriptions. The human resources department at Newby Management is dedicated to finding the right team members, with the right personalities to fill positions on our team.
Competent On-Site Personnel
Hire/Fire Team Members
Advertise and Recruit for Open Positions
Ensure Compliance with Federal and State Laws
Complete Background and Drug Screenings
Administer Skills & Personality Tests
Provide Workers’ Compensation
The Newby Management IT team is on the cutting-edge of technological advances in the industry. A thoughtful, intelligent group of early adopters make this department unequivocally trained to handle a vast range of requests, issues and ideas in the property management arena.
Website Design and Management
Security Camera Systems
Ongoing IT Training
Virus Protection and Updates
Wholesale Pricing on Hardware
Sales & Marketing:
In an ever-evolving digital landscape, the sales and marketing team at Newby Management works to stay current across all mediums. The in-house talent available to clients is unparalleled in the industry, and gives the team a unique ability to create one-of-a-kind products and marketing programs that are tailored to individual communities.
Sales & Marketing Services:
Social Media Marketing
Social Media Training
In-house Design Team
Licensed Broker and Dealer in Community
Sales Agent in Community
Online Listing Service for Sale Homes
Our fast-paced society often neglects the emotional and spiritual needs of people. Our chaplaincy program is designed to connect with people on a deeper level, giving them a touch of humanity that is often lacking in the workplace.
What’s the best way to protect your community’s assets? Empower your team memebrs!
It’s a mantra you’ll hear countless times at Newby Management. It holds true in a variety of circumstances and often proves to be invaluable in the workplace, especially when it comes to protecting your assets in a manufactured home community or RV resort.
Number 10 in our 10 Basics for all team members states “Protecting the assets of your community is the responsibility of every team member.” Whether it’s the community/resort manager or someone on the maintenance crew, everyone should feel empowered to protect the assets.
Empowering your team members to take responsibility for the community’s assets means first making them feel part of a team. People who feel valued by their employers often take more responsibility and pride in their positions than people who don’t. Invested employees notice cracks in the walls or issues when the checkbook is being balanced.
In essence, these team members feel like the community/resort finances are their own and treat the assets as they would their home. As a management company, it’s why we value every member of our team, treating them all with the respect and dignity they deserve.
You’ll often see that our business philosophy boils down to respect, compassion and care. Successfully managing a community/resort isn’t about the bottom line, it’s about the people. When you find ways to meet the needs of your team members and residents, you’ll see that the bottom line comes up to meet you, rather than you always having to chase it down. As a famous author once said “Profits are a lagging indicator of how well the customer is taken care of”.
There’s so much that goes into protecting your community/resort assets, both the tangible and intangible ones. In the end, your team members play an important and integral role in how well assets are protected. At Newby Management, our accounts payable team member often says that she treats the company’s money like her own. She monitors each dollar that goes out, checks for consistencies and always follows through when something doesn’t seem right.
That kind of dedication and attention to detail comes from team members who feel valued and important. They see themselves as key players on the team and take initiative when problems arise. They are self-starters and ambassadors of their positions. Through them, problems are addressed and solved in a timely manner.
Ask yourself, would a team member in your manufactured home community or RV resort feel the power and responsibility to take action if they noticed an issue with an asset in the community? Would they have the drive and the concern to make the issue known? Would they feel they could handle the issue on their own?
Remember, when you’re managing a mobile home community or RV resort, you should always put people first. The results will always pay off in the end. This is a concept we can say we’ve seen hold true again and again in our business, and it likely will in yours too.
THE WEB– If you don’t have a website, you’re losing potential residents. Websites will help you market your community to a global audience. It’s gives you a sense of professionalism and gives viewers information they might not have otherwise. It will also save your workers from answering the same question over and over. Learn more about why your mobile home community needs a website.
SOCIAL MEDIA– More and more people are turning to social media for information about businesses. They want to see the personality of your business, especially if they are planning to move there full-time or even part-time. People like to see pictures of events, activities and the residents who live in your community. Often times, people will even go to your Facebook page for information about your community like hours, location and more. Keeping an active Facebook page is a cheap way to promote your community!
HOME LISTINGS- Post homes for sale in your community to multiple locations like Zillow, Trulia, and Craigslist. Doing this will allow the most people possible to see your mobile homes for sale. This will also direct people looking for homes to your community website. Learn more about how to sell your mobile home quicker.
GOOGLE ADWORDS- If you’ve ever been on Google before you’ve see the ads on the top and right-hand side of the screen. These are cost-effective ways to target an audience who is definitely interested in your product. Many people falsely believe that no one clicks on Google ads, but they are used when done well. Although it’s still great to have a high organic listing, getting yourself on the first page of a Google search for keywords like “mobile home communities in Florida” is a great way to drive traffic to your website that is qualified.
BLOGGING- Most blogging sites like WordPress and Blogger are free. Who knows more about your community than you? Plus you have insider information on the manufactured home industry that no one else has. Blogging is a great way to use keywords, share information and drive traffic to your website. You’ll set yourself as an information leader in the industry and show people that you have the knowledge and expertise they are looking for when purchasing a home.
Are you wondering how you can get started marketing your manufactured home? Newby Management can help! We have a full-service team of professionals who handle everything from blogging and professional photography to social media and online advertising. Our team is expansive and dedicated to seeing your community grow and flourish. Visit our website to see what else we can offer you.