The Three C’s that Will Change the Way You Hire

Ruth Hall, a treasured Newby Manaement team member who retired after 21 years of service.

What makes a good team member? At Newby Management, our team is carefully selected based on three primary principles for hiring. When you follow these principles, you’ll find that your team is more engaged, more teachable and more willing to grow with the company.

In hiring, there’s a common phrase “we hire people for what they know, and fire them for who they are.” When we value skills over spirits, we’re making a huge mistake. That’s why the Three C’s + 1 of Hiring are so important- Character, Chemistry, Competency and a Spirit of Charging. Too often, team members are primarily chosen based on competency, but that doesn’t create the best team possible. We’re going to show you how Newby Management hires the right team member for the right position.

CHARACTER: At Newby Management, there’s a culture based around Christ-like service. Our team is helpful, caring, thoughtful and giving. It’s a team that comes together in times of happiness and crisis to stand before the Lord in prayer, to lift each other up and to help out those in need. You’ll find people stepping up to take action without being asked to help other team members. They embody the culture of Newby Management, which helps all team members work well together from the start.

CHEMISTRY: As discussed above, it’s important that a team member fit with the culture of your company. At Newby Management, we do a series of interviews and personality tests to ensure that each new team member has the right chemistry to gel with our current team. This involves looking at their character and spirit and learning about who they are as a person, which is a vital step in the hiring process.

COMPETENCY: This is often the most valued trait when hiring a new team member. At Newby Management, competency is important, but when we find a team member who’s chemistry and character fits, we try to look for a position that will suite them. Sometimes it’s a different position than the one they applied for, sometimes it’s a position that doesn’t exist yet. When people have the skill sets they need to succeed, we look for the +1 of the Three C’s: a Spirit of Charging.

SPIRIT OF CHARGING: Does a team member take initiative to get the job done? These team members take charge and will go above and beyond the call of duty, pioneering new phases and new ventures that help move the company forward. They are always looking for new opportunities and creating them.

At Newby Management, our HR department takes the Three C’s +1 into account and then starts the process of determining the specific gifts and talents of the candidate. Our current team has a depth of service that you won’t find anywhere else in the industry.

Are you interested in learning more about how to hire the right team members for the right positions in your manufactured home or RV community? Check out our website, learn more about our team and contact us to see how we can help!

Recovering in Manufactured Home Communities Post-Hurricane Irma

Hurricane IrmaRemove term: Manufactured Homes Irma Manufactured Homes IrmaRemove term: Hurricane Irma Florida Hurricane Irma FloridaRemove term: NEAT NEATRemove term: Newby Managment NEAT Newby Managment NEATRemove term: Hurricane Irma Mobile Homes Hurricane Irma Mobile HomesRemove term: Hurricanes Florida Hurricanes FloridaRemove term: Florida Hurricane Season Florida Hurricane SeasonRemove term: Mobile Homes Florida Mobile Homes FloridaRemove term: Manufactured Homes Florida Manufactured Homes FloridaRemove term: property management Florida property management Flor
Post-Irma Tree Clean Up in Edgewater, FL.

On September 4, Governor Rick Scott declared a state of emergency for Florida as one of the strongest hurricanes in history pummeled toward the state.

Just four days later, hundreds of thousands of Floridians across the state were under evacuation, making it the state’s largest evacuation on record. Among many of the mandatory evacuations were residents in manufactured homes, which are considered to be highly susceptible to strong winds.

Hurricane Irma was the first time in Newby Management’s history to have every community in the portfolio effected by one hurricane. While some communities had minimal damage, all were effected.

At the beginning of the hurricane season, each community has a packet available for residents. It features shelter listings, a list of items to take during an evacuation and evacuation routes so that residents have a plan.

The Newby Management corporate team began preparations for Hurricane Irma nearly a week prior to landfall. The team watched updates, double checked supplies, and made sure the team had evacuation plans.

3 days out, the Newby Management Emergeny Action (NEAT) was mobilized to begin prepping communities. NEAT  was formed in 2005, following the devastation caused by Hurricane Charley.

NEAT is a first response team to check on resident safety and property damage after a disaster like weather, fire, flood, terrorism, and violence. Over the past 11 years, the NEAT team has been deployed 15 times to assist our communities across Florida.

Tpyically, counties issue mandatory evacuations for RV and mobile home communities at least two days prior to a hurricane. While some residents choose to stay, all team members are required to evacuate.

At the home office in Ellenton, the entire team comes together to discuss NEAT deployment strategies for recovery after Irma. Because Irma was so large, our team had to be ready to head to almost any part of Florida following the storm.

There were four teams ready to go to the worst hit areas. From the home office, Newby Management had the CEO, president, IT, regional managers, marketing and training teams, along with the chaplain with boots on the ground for recovery.

As Irma made landfall in Florida, our plans changed with the storm. Todd Newby, the president, and the regional managers stayed in contact to keep the team updated. Once regional managers began hearing from the communities, the latest deployment plans were put into action.

Irma made landfall in many of our communities through Saturday night and into Sunday. Some of the NEAT team was ready to respond as quickly as Monday afternoon.

From Tuesday through the following Monday, there were teams from the home office and sister communities in Lakeland, Fort Myers and east coast areas. Most of he communities had resident volunteers who helped each other, as well as assisted in the clean-up of common areas.

It was a blessing to see our team members and residents come together and serve each other following the hurricane. In one community, there was a couple who couldn’t do physical work, so they grilled hamburgers. In another community, there was a resident who rode around giving out coffee and doubts.

Thanks to the efforts of NEAT, the team and residents, within a week of the hurricane you’d never know there was a disaster in most communities. There are still repairs in some, but largely the communities fared well. The amazing response of the team helped keep everyone safe and make recovery easier for all.

Learn more about NEAT and how Newby Management assists our communities in times of disaster.

How to Sell Your Mobile Home Fast

For most the goal when selling a home is to do it quickly and for the highest possible asking price.  While you cannot control the market, you can control some variables that will help you get the best results.
LOOK AT YOUR CURB APPEAL
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The outside of your home is the first impression potential buyers see when considering your home.  A few simple things that can easily boost curb appeal can go a long way in catching a buyer’s eye.   Be sure your welcome mat is welcoming (aka clean, not dingy or faded).   Weed your flower garden, and add fresh mulch or rocks. Consider planting some colorful flowers that will catch a buyer’s eye, or putting some potted plants near your entry way.
Some other things to consider for the outside of your home.  What is the condition of your home’s exterior?  If you have gutters, are they cleaned out?  Do you need to update your paint job or perhaps even just the trim?  Consider power washing the home’s exterior, sidewalks, drive way and decking.  Check the rails leading into your home to make sure they are secure.  A wobbly railing, while it is an easy fix, can be a deterrent or worse harm a potential buyer.
FIRST IMPRESSIONS COUNT
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Have a bright, uncluttered entrance way.   Many LED lightbulbs on the market today are not only energy efficient, but also pleasantly bright.  Buyers want the entry area to feel spacious and clean.  Remove unnecessary items such as shoes, jackets, and umbrellas.   Keep the floor swept/vacuumed.  If your home has a tiled floor, be sure to evaluate the grout.  Does it need to be cleaned?   Or repaired?  What is the condition of your carpet?  Countertops?  Appliances?   Repairs can impact your bottom line, but there are some you should consider, because they will make your home more appealing to potential buyers.
Normally, one should want their home to be a reflection of themselves, however when trying to sell your home, you want buyers to be able to imagine the home as their own.   What does this mean for you?  Remove your personal memorabilia.  Pack away your family photos, take the magnets off the front of your refrigerator.  Repaint your interior if you do not already have neutral wall colors.
Consider renting a storage shed to help declutter and neutralize your home.   Excessive furniture can make a home feel cramped.  Clean out your closets, even if it means packing away the majority of your clothing.  The same technique applies to linen and coat closets, your pantry and any other storage areas including often overlooked areas like your kitchen countertops.   When selling a home, less is more.
OTHER THINGS TO CONSIDER
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We often do not notice the smell of our own home, because we are used to its fragrance.  Visitors however, notice the smell right away.  Consider having a neutral smelling air freshener to help neutralize the smell of your home.  Another alternative, if you have time before a showing is to drop some slice and bake cookies in your oven.  These will give a pleasant aroma that is not overwhelming for most visitors.  They also would look nice on a decorative plate on your countertop after they are baked.
If you have a cat, be sure the litter box is scooped daily.  Likewise, bathe your pooch often while you are trying to sell your home.   Look closely around your home; you may need to take a lint roller to your furniture to remove pet hair.  You might need to dust more often.
Another consideration for pet owners when selling a home is to make sure they are not out and about during a showing.  Not only is this is for the safety of your pets, but also for the comfort of your potential buyer.  If at all possible, the ideal situation would be to not have any pets home during a showing.
CLOSING THE DEAL
Selling a home can take time, but a little effort can go a long way to getting your home sold.   As you wait for that potential buyer to make an offer, relax and enjoy the work you have put into your home to get it ready for the market.  The right buyer will come along, soon enough.

Just One Word Will Change Your Customer Service

resident relations, property management, property management company, manufactured home, resident services One of the first things we learn as children is our name. It’s our identity. It’s often the first thing someone knows about us. When someone uses our name, we feel connected.

At Newby Management, the first of our Three Steps of Service states: “Always use a warm and sincere greeting. Use a person’s name if and when possible.” We covered the importance of using a warm and sincere greeting, and today we will discuss the importance of using a person’s name.

Imagine you go to a local coffee shop for the first time. The owner introduces himself, chats with you and makes you a latte. The next time you go in, the owner remembers your name and drink order. You’ll likely leave that coffee shop feeling very positive about your experience. You’ll feel appreciated as a person and as a customer.

We train our team members to use people’s names when possible because it not only encourages good customer service, it also encourages compassion. The simple act of using someone’s name can make their entire experience with you more positive. This is especially true if they are coming in to voice a complaint. When you use their name, they will feel as though they are important and that their issue will be addressed.

Remembering resident names may feel like a challenge if you’re bad with names. We have a few tips to help you start getting those names down.

  1. Repeat their name out loud. For example, if they say their name is Jerry you can say “It’s nice to meet you, Jerry.”
  2. Write their name down.
  3. Associate their name with a picture or another person. Have you ever met someone and they said “Well, I won’t forget your name! It’s my dad’s name.” Think of a way to associate their name with something already in your memory.
  4. Stay focused on the person as you interact and continue to use their name throughout the conversation.
  5. Write down a small fact you learned about them next to their name, like “Jerry, from Ohio with two dogs.”

It’s easy to forget the importance of using someone’s name. In fact, it’s one of the most important resident relations tips we can give. If you’ve never been good at remembering names take it one person at a time. You’ll start seeing a difference in the way you interact with people right away!

How a Wallet-Sized Piece of Paper Helps One Property Management Company

credo cards, team work, resident relations, guest relations, customer serviceWhether your team is large or small it can be hard to get everyone rowing in the same direction. What can you do to give your team direction? Make sure they know what’s expected of them at all times. At Newby Management, we help our team members stay the course with a wallet-sized Credo Card that defines our team’s goals each day. When we all remember these simple statements, we can present a unified front, offer better customer service and keep our team moving together.

In fact, the Ritz-Carlton, a top contender for customer engagement reads their Credo Card aloud each morning in an all-staff meeting dubbed “the line-up”. Their wallet-sized Credo Card is part of the Ritz-Carlton team members daily uniform. This small card helps keep their team members on track so they can offer the best customer service possible, and it shows. Ritz-Carlton consistently wins the the top spot in PeopleMetrics’ Most Engaged Customers study.

Newby Management’s Credo Card reads as follows:

Smile! Always maintain positive eye contact.

Smiling is a great way for our team members to communicate that we are here to serve happily. Much like at other service-based organizations, we want our guests, residents, and vendors to know that we are serving with pleasure and they are our top priority. Plus it takes 43 muscles to frown, but only 17 to smile, so let’s see those pearly whites!

Uncompromising levels of cleanliness are the responsibility of each team member.

Cleanliness is one way to show that we are proud of our community and work environment. Part of keeping our spaces uncompromisingly clean is to ensure that each team member takes responsibility for not only their own messes, but the daily needs of the community. When we all work together, we can keep our environments looking professional to help increase work productivity and offer good first impressions to all who visit.

Create a positive work environment. Practice teamwork.

Teamwork isn’t just good for the company, it’s good for the team members too. In fact, about 75% of employers rate team work and collaboration as “very important”. When we all work together, we can accomplish our goals faster, but also in a more diversified way. We learn different ways of doing things and we come together to realize a common goal. That’s how strong teams are built.

Be an ambassador of your community inside and outside of the work place.

We should all be our community’s best ambassador. Each team member is helping to shape the community’s story one day at a time. This means that we accept and live out the company’s core values not just at work, but in our lives. It means being as enthusiastic about your position at 6 PM as you are at 6 AM. It means sharing that joy with others and letting it become part of who you are.

Any team member who receives a resident complaint “owns” it. A one-hour response time is the goal.

Have you ever placed a customer-service call to a company when you were really upset and somehow everyone you talked to told you that you needed to speak with someone else to get your issue resolved? It’s not only frustrating, but also makes you feel devalued and even more annoyed. You start to wonder if there is anyone at the company who can actually help you. At Newby Management we have a different approach. If we receive the complaint, we help solve it from start to finish. Even if other team members need to get involved, it’s the responsibility of the first team member to own the complaint and follow through.

Escort residents and guests rather than pointing out directions to another area of your community.

Escorting residents and guests to their destination shows them that you not only have time for them, but respect them. Excellent customer service companies like Publix know this to be true. If you’ve ever asked where the bread is in a Publix before, chances are the team member stopped what they were doing and walked you to the isle. They let you know that you were more important than whatever task they were doing. That’s what we strive for at Newby Management.

Be knowledgeable of all Newby Management communities (location, amenities, etc.).

Being knowledgeable about your community amenities shows that you have a commitment to the community. You are telling your guest, resident or vendor that you love the community and know it inside and out. If you aren’t sure about basic community amenities it shows that you don’t care to learn about the place where you work, therefore you probably don’t care about the people either and that’s not a good sign. People feel confident when you have the knowledge, and especially insider knowledge, on the place where they call home or want to call home.

Use proper telephone etiquette. Always answer with a smile.

Often times, phone interactions are people’s first impression of a community or business. We want them to know that their call is important and that their needs are respected. People can tell when you answer with a smile and are ready to help them. At Newby Management, our team members answer by saying “Hello, thank your for calling Newby Management, this is Mary. How may I serve you?”. Right away, the person on the other end of the line knows we are happy to be speaking to them and are ready to serve.

Work clothing should be clean and neat. Community shirts are to be worn when and where appropriate.

When you dress nice you feel nice, and that means you are more likely to be productive. It’s true! A study published by the journal Social Psychological and Personality Science, showed that people engage in higher levels of abstract thinking when they dressed up, compared to when they dressed down. So dressing for success is not just good for your looks, it’s good for your brain too. Making sure to wear the proper team uniform also presents an organized and put-together company that people can trust.

Protecting the assets of your community is the responsibility of every team member.

When team members think of the community and the assets inside them as their own, they are much easier to protect. It’s the responsibility of all our team members to ensure that our community’s are protected. When we work together, we’ll see that less incidents happen and that our community’s run smoothly and efficiently with happy team members and happy residents.

How do you feel about Credo Cards? Does your community use them? Are your team members rowing in the same direction? Learn more about how Newby Management builds up and encourages both residents and team members by checking out more blog posts or browsing our website.

5 Mobile Home Myths You Still Believe

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We all know the stigmas associated with mobile homes. Here’s the thing, most of these aren’t true anymore. There’s a huge difference between parks of the past and parks of today. Today, we’re going to debunk 5 myths that you’ve heard about mobile homes that just aren’t true.

1. Manufactured Homes are More Prone to Fires
Manufactured homes get a bad rap for being fire-prone. In fact, the media seems to just love writing about them catching on fire. This, combined with the idea that mobile homes are more likely to catch fire makes people believe it must be true. Today, the fire resistance provisions of the HUD code have strict standards for fire retardation and smoke generation materials, large windows in bedrooms, smoke alarms and at least two exterior doors which must be separate from each other and reachable without having to pass through other doors that can be locked. On the other hand, site-built homes do not have such strict requirements. The truth is, fires can happen anywhere and today’s mobile homes are no more at risk for fires than comparable site-built homes.

2. Manufactured Homes Are Poorly Constructed 
Many people seem to believe that manufactured homes aren’t constructed as well as site-built homes. In reality, site-built and manufactured homes are built out of the same materials, just not at the same locations. Although they aren’t built at their final location, manufactured homes are sturdy and follow the same and often stricter HUD building codes than site-built homes. Many of our renovated homes include features such as cherry wood cabinets, granite counters, stainless steel appliances and more. These homes exude both quality and beauty.

3. Manufactured Home Communities Aren’t Nice
The truth is, a few places give manufactured home communities a bad name. There are definitely some manufactured home community operators who care more about profits and let an aging community fall to the wayside. However, you’ll also find a great deal of community managers like Newby Management who places great importance in capital improvements and putting people before profits. For example, in our premier communities like Camelot Lakes, Camelot East and Rolling Greens we are currently working on big capital improvements that will benefit the entire community. We also are always working to update the home inventory. There are many operators and managers who take the time to ensure that communities are kept up-to-date and beautiful for residents to enjoy.

4. Manufactured Homes Don’t Appreciate
Like site-built homes, appreciation depends on a lot of factors. The reality is that some homes appreciate and others do not, no matter what type of home it is. Appreciation factors depend on some of the following:

  • The housing market in which the home is located, will have a significant impact on the future value of the home.
  • The community in which the home is located, has a similarly significant impact on the home’s future value.
  • The initial price paid for the home.
  • The age of the home.
  • The inflation rate.
  • The availability and cost of community sites, which reflects the supply and demand influences on the home’s value.
  • The extent of an organized resale network, where an organized network will usually result in homes selling for a higher price than in markets without such an organized network.
Any home that comes out on the positive end of these factors is likely to appreciate, whether the home is manufactured or built on site. If you’re hoping your manufactured home will appreciate over time, consider the factors listed above when making your purchase.
 
5. Manufactured Homes Are For People With Financial Issues
When mobile homes first came into the market they were used as quick, cheap housing for people in need. Eventually this style of home broke into the mainstream market and became what we know today. When this happened, HUD standards, quality standards and societal standards were placed on manufactured homes. Today, there is hardly any difference between a site-built home and a manufactured home. The quality of manufactured homes, along with the price, make them an amazing affordable housing option. However, they are no longer only a housing option for people with financial troubles. More and more they are becoming smart decisions for people looking to own a home without getting into a ton of debt.

 

Own a mobile home community? You might be missing out.

property management, manufactured home property management, rv property managementIf 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:

Property Management  
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:

  • Resident Relations
  • Collecting Rents
  • Sales & Marketing
  • Rule Enforcement
  • Property Visits
  • Community Clean-up
  • Disaster Relief
  • Maintenance
  • Create & Promote Lifestyle
  • Hold Meetings for Rent Increases
  • Comply with State & Federal Guidelines
  • Host Social Events
  • Physical Plant Management
  • 24-Hour Crisis Management

Accounting:
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.

Accounting Services:

  • Budgets
  • On-Time Payment Processing
  • Rent Collection
  • Professional Financial Reporting
  • Manage/Reconcile Bank Accounts

Human Resources:
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.

HR Services:

  • Management Training
  • 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
  • Benefit Administration
  • Unemployment Claims

Information Technology:
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.

IT Services:

  • IT Services:
  • Website Design and Management
  • Software Management
  • PC/Hardware Support
  • WiFi Systems
  • Security Camera Systems
  • Ongoing IT Training
  • Virus Protection and Updates
  • Back-up Systems
  • Wholesale Pricing on Hardware
  • Licensed Tracking
  • Remote Support

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:

  • Corporate Photographer
  • Social Media Marketing
  • Social Media Training
  • Online Advertising
  • In-house Design Team
  • SEO
  • Inbound Marketing
  • Leads Management
  • Licensed Broker and Dealer in Community
  • Sales Agent in Community
  • Online Listing Service for Sale Homes

Chaplaincy Program:
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.

Chaplaincy Services:

  • Chaplaincy Services:
  • Visit Sick & Lonely
  • Care Notes, Daily Breads
  • Establish Bible Studies & Church Services
  • Bible Program
  • Funerals
  • Marriages
  • Senior Assistance Resources
  • Deliver Food and Flowers to Residents in Need
  • Team Building

 

Are You Protecting Your Mobile Home Community’s Assets?

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Camelot East, a 55+ Newby Management Community in Sarasota, Florida.

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.

This One Idea Will Change The Way You Interact with Residents

resident relations, serving residents, manufactured home community, 55+ community Florida, property management, manufactured home property management, RV property ManagementEach morning, one of our community managers tours his community in a golf cart to see if any resident’s haven’t picked up their newspaper. Why does he do this? It’s a simple act that goes a long way in anticipating resident’s needs.

At Newby Management, this is one of our Three Steps of Service: “Anticipate and meet resident needs. Know your community family well enough to provide service even before they ask.” This means that you should pay extra attention to the sick elderly resident’s home. A paper left on the driveway for them could be a lot more serious than for other residents.

Getting to know your community is an essential part of being able to anticipate needs. For sick or elderly residents, a newspaper on the driveway could signal a need for help. For other residents, it could simply mean that they are out of town or on an early morning walk.

Anticipating needs comes in all shapes and sizes, from offering ice cream bars to residents at the pool to helping an elderly resident with home repairs. For instance, if resident’s love hanging out at the pool, but the furniture is old and rickety it might be time to consider purchasing new pool furniture. Also, we use the taller comfort pool furniture when possible. Waiting to make changes until residents have started complaining or have stopped coming to the pool entirely is too late.

Small acts of service can mean the difference between good customer service and great customer service. Finding new ways to serve residents should be exciting, and it’s the job of all team members to keep it that way.

Every team member should make it a priority to anticipate resident needs. Empower your team members to act on opportunities to go above and beyond for residents. This could mean stopping to help a resident locate a nearby service or walking with a resident to show them where the library is located.

If you host a weekly staff meeting, encourage your team members to share what they have done to meet resident’s needs. This will not only offer you an opportunity to praise them, but it will also give other team members good ideas. Be sure to encourage team members when they are engaging in excellent customer service.

At Newby Management, our team is constantly striving to serve our residents in new ways. We train our team members to take initiative, to anticipate resident needs and to create great communities. In fact, at a recent meeting we came up with tons of ways our community managers are already putting these theories into play.

How do your manufactured home communities anticipate resident needs?

5 Ideas to Serve Residents in Your Manufactured Home Community

Serving your residents is important. At Newby Management, it’s one of the most important things we do. If you’re at a loss for how to serve residents in your manufactured home community, here at 5 ways our team members go above and beyond in our communities.

1. Holiday Cheer
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The holidays are fast approaching, and as they do we are gearing up for spreading some holiday cheer to our residents. Each year, we pack food bags full of non-perishable items for the needy families in our communities. It’s a simple act, but it helps alleviate some of the stress that comes with the holidays. We also deliver poinsettias to families who could use a little cheer. These are great ideas to begin implementing in your own communities.

2. Involve Residents
resident relations, serving residents, manufactured home communities, rv communities

 

When things are happening in your community, it can be tempting to limit your resident’s knowledge on the topic. At Newby Management, we encourage resident involvement in community issues and happenings. Not only does it help residents feel at ease when changes are being made, it also helps them feel involved. In one of our communities, Camelot Lakes, the team members held a pre-construction party to help prepare residents for what was to come. It was a great way to answer questions and give residents a good feeling about the future.

3. Consider Your Surroundings
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What do we mean by this? Think of the state in which your communities are built. Does it snow? Does it rain a lot? What unique challenges does your state face? In Florida, our manufactured home communities are susceptible to hurricanes. That’s why Newby Management established the Newby Management Emergency Action Team (NEAT) in 2005 to respond to disasters that may occur in our communities. These disasters include hurricanes, fire, tornadoes, flooding and terrorism. The goal for NEAT at the community level is to equip community management to be prepared to deal with disasters when they happen within their communities in a professional and organized manner, that will help protect people and property. In this way, we are serving the residents and meeting their needs.

4. Establish a Servant Heart
serving residents, resident relations, manufactured home communities, rv communities

At Newby Management, we try to encourage all our team members to establish a servant’s heart. This is the most consistent way to serve residents. Having a servant’s heart means serving others without expectations. For example, we don’t serve our residents with the expectation that they never have complaints, refer us new residents or bring baked goods to the office. We do it out of humility, love and respect for those we are called to serve. When you consider serving a blessing, it becomes something you want to do, instead of something you have to do.

5. Do Random Acts of Kindness

manufactured home communities, mobile home communities, serving residents, resident relations

We serve our residents in some many ways every day. Many of them are tangible and business-related. These are expected and required of a management company. What’s unexpected is going above and beyond in service and care. Random acts of kindness are so special because most times they’ll never be traced back to you. When they are, you can remind people to pay it forward. Do you know of a lonely resident’s birthday? Drop a card in their mailbox. See a resident with a really nicely manicured lawn? Stop by a let them know! Have a resident who is always offering to help out? Send them a thank you note. These simple acts are great ways to serve residents, but are also great ways to find yourself doing a lot more smiling.