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

new mobile homes, mobile homes for sale, new manufactured homes, energy efficient mobile homes, mobile home financing
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?

manufactured home property management manufactured home property managementRemove term: rv property management rv property managementRemove term: florida property management florida property managementRemove term: manufactured homes manufactured homesRemove term: mobile homes mobile homes
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.

Do You Need a Property Management Company?

Do you own or invest in a manufactured home or RV community? Take a moment to ask yourself the following questions to determine if you need a property management company.

property management, manufactured home property management, rv property management

FINANCIAL

  • Do you have the need for timely, accurate and comprehensive financial reporting?
  • Do you need a more detailed explanation of the financial health of your community?
  • Do you have special reporting needs for partners or lenders that require more than the typical monthly reports?
  • Are collections and resident ledgers a challenge?
  • Would an automatic payment system help your cash flow?
  • Are payables too time consuming?
  • Are you missing out on discounts from vendors and contractors because you are not part of a larger group?

RESIDENT RELATIONS

  • Is there tension between residents and management or residents and owners?
  • Is it a challenge enforcing the rules and regulations in your community?
  • Is there any past or present litigation involving the residents?
  • Do you understand the state and local laws regarding being a community owner?
  • Do you survey residents annually to assess their satisfaction with living in the community and then act on the results?
  • Does your current management hold social functions throughout the year to show appreciation to the residents?
  • Do your residents have access to a community Chaplain and other outside resources for residents that are hurting?
  • Are your residents screened and background checked by a reliable national service prior to being approved for residency?
  • Are residents given a thorough orientation concerning rules and regulations and given other pertinent information prior to moving in?

PHYSICAL PLANT

  • Is there enough time in your day to evaluate your community and establish the proper operational reserves and capital improvements?
  • Are getting bids for operational and capital improvements too time consuming and/or difficult to get?
  • Does management regularly inspect the entire facility to make sure every home and common area is kept in pristine condition?

SALES & MARKETING

  • Are the number of homes for sale in your community increasing?
  • Are you challenged with the expansive requirements of selling homes within your community?
  • Do you have in-fill needs but don’t know today’s products, manufacturers, and requirements?
  • Do you have an on-site sales program for resales that helps preserve home values and resident relations?
  • Are your homes for sale listed on multiple international web sites specific to the manufactured home buyer?

ADMINISTRATION

  • Do you conduct regular reviews of contracts, insurance, and reserve requirements?
  • Do you have a knowledgeable and articulate representative to attend board and association meetings?
  • Does your current manager have an understanding of all pertinent laws, statutes, and provisions?

HUMAN RESOURCES

  • Would you like someone to handle all of your recruiting (advertising and interviewing) and hiring needs, including background screening, drug testing, administering skills assessments and much more in an effort to hire top quality candidates?
  • Are you in need of a payroll and/or benefits administrator?
  • Are you looking for someone to assist you with labor law compliance as well as implementing a Workplace Safety Program?
  • Do you know that personnel files must be locked in a safe place, contain specific information, and be kept confidential?

Don’t let the stress of owning a manufactured home or RV community weigh you down. Let the professional, full-service staff at Newby Management help make your community the best it can be! Call for a free consultation at 941-721-0046.

Are you ready for the truth about social media and your mobile home community?

mobile home marketing, mobile home property management companyTechnology has drastically changed the real estate market. Home buyers and investors have more ways than ever to search for and sell real estate. Social media is having a huge impact on how we live. Facebook continues to lead the way for social media with over 1.6 billion monthly users. Put that further into perspective is that every 20 minutes 1 million links are shared, 2 million friend requests are made and 3 million messages are sent worldwide. The typical Facebook user has a minimum of 300 friends. The potential reach of social media is unequivocally exponential and a bit astonishing!
Social media has revolutionized the way we do business. It is no surprise that every facet of business is reaching out to Facebook and other social media outlets to help promote their products and companies. It is estimated that 80% of realtors use Facebook to promote their business. With that said, there are many advantages to using social media in a mobile home community.

PROMOTION AND CONNECTION
Social media is another marketing avenue to promote our homes that are for sale and rent in our communities. Beyond any doubt, pictures help sell homes. We live in a visual world and great pictures with detailed captions can be alluring for potential buyers. Virtual tours and slideshows are popular. The choices for marketing a home on Facebook are limitless. You can add just one photo, create an album, a carousel of photos, a video or a slideshow. You can target strangers with paid Facebook ads. These ads can be set up as a single picture, a series of pictures or as a video. These paid ads can be customized to reach a pin point target audience, or be shown to a broad spectrum of potential buyers and investors.
Since it is not limited by physical boundaries, social media is a great way to stay in touch with residents. Our Northern friends can still feel part of our communities despite being many miles away. Creating events can help unify your community. Well planned events are one of the areas we should put our focus, as these events lead to greater satisfaction when our residents evaluate our communities. Keeping active events also let outsiders know we are a fun and active place to live.
As humans, we are wired for connection. Even the most self-proclaimed loner needs some social interaction from time to time. Facebook can help us in our creative efforts to involve everyone in our communities. Encourage residents to connect with not only our community, but also their relatives near and far. Facebook can help those who do not get around as easy anymore to maintain relationships and contact with others who are able to provide companionship, household help and more. Encourage your residents to reach out and help others as much as they can. We all need help from time to time, and that really is what community is all about. Lifelong friendships can thrive in communities like ours, and we can cultivate and grow those seeds for a loving, fun, and sincere atmosphere. Serving others is how we share the love of Christ to those in our communities.

TRUST, ENGAGEMENT, AND REACH
Facebook and other social media can create a rapport with potential buyers, and in some circumstances can be the driving force behind a transaction. Realtors have long since known the value that social networking has on making sales. Technology brings traditional networking to a whole new level. Social media allows one more platform to serve our residents and share our values. We are able to get to know our residents and let them know more about us as a community.
The networking potential is why Facebook and other social media platforms have become so popular in the business world. When our residents share their love for our communities over social media, the reach of those posts are limitless. When we share pictures from our events, and celebrate with our residents we are sending a positive image out into the world about our communities.
When we do feature our homes on Facebook, and then our residents take the time to share these posts with friends and family, we get instantaneous affirmation that we are serving our communities well. After all, they wouldn’t share them if they were not enjoying where they live. When they share these posts we have an opportunity to attract and engage potential new residents. The promotion of a home by even just a handful of residents or a marketing savvy realty company such as ours mobile home marketing, mobile home property management company, paired with the astronomical influence of social media can create a lot of promising traffic to help all of our communities reach their targeted goal of 100% occupancy.
The sum and substance here is that technology and social media are much too mammoth to be ignored. As we look towards the future, we know that social media will continue to shape the world we live in and the way we conduct business. We are in a unique position to serve our residents in every way possible, and in this modern age, that includes effectively utilizing social media. We need to enthusiastically embrace the opportunities that social media avails to us and respond with vigilance to keep our communities tech savvy and ready for the future.