Secrets You Didn’t Know About Managing Different Types of Mobile Home Communities

There are many types of mobile home and RV communities, from land owned and land leased, to family-friendly and 55+. And it’s important to remember that each community has different goals and needs. Today, we will discuss some of the considerations you should have for each community.

ALL AGE COMMUNITIES

 

  • All-age communities are made up of families, singles and seniors.
  • Amenities should appeal to families: playground, basketball hoop, etc for children.
  • Amenities should also appeal to seniors: shuffleboard, pool, exercise for seniors.
  • Offices may consider later hours so residents can stop in after work or on Saturday.
  • Collections may be tougher because of other demands on income.
  • Community-wide activities may be poorly attended as residents are mobile and seek outside events.

55+ COMMUNITIES

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  • Seniors are looking for quite, active-adult communities with like-minded people.
  • Amenities could include shuffleboard, bocce ball, pool, tennis, pickleball, etc.
  • Offices are usually open during the day as many retired seniors are around.
  • Collections are generally easier at these communities.
  • Community activities are better attended as seniors may not want to travel outside for events.
  • Church services often take place on the premises.
  • Today’s seniors are much more active and are looking for more than just a community, they are searching for a lifestyle.
  • They want more amenities and more events than ever before that cater to their active lifestyles.

RV COMMUNITIES 

  • RV communities appeal to people who prefer short-term stays. It may be for a season, three months, several weeks or just days.

 

  • Management is more like a hospitality industry, much like hotels whose residents are transient.
  • Some guests return annually, some don’t.
  • Amenities need to entertain while guests visit: swimming pool, basketball, tennis, shuffleboard, cook outs.
  • Collections are easy as most are done in advance.
  • Check-in can be after-hours or weekends so staffing properly is important.
  • RVers usually feel like part of a community, so hosting fun events is a great way to get guests to feel connected to your resort and want to come back!

 

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!

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.

Why Seconds Could Lose You the Home Sale

Mobile homes for sale, florida mobile homes for sale, florida manufactured homes for sale, florida homes, property management company florida, florida property management, mobile home property managementWhen you shoot out an email to a business you expect a fast response, right? This is especially true when you’re searching for a good or service. You usually send out multiple emails and then move forward with the company that answered fastest with the best deal. The same is true for home buyers.

Today, home buyers often begin their search on the internet, which means they have almost limitless options available to them. In fact, 78% of new home shoppers visit 3+ sites prior to taking action on a real estate site. This means they have options and they use them!

But did you know that 45% of inquires on a real estate website never receive a response? This is why sellers need to create an action plan that will position their home to sell as quickly as possible, and at the best price.

To start, this means responding quickly to inquires. A staggering 45% of consumers expect an initial response from an online inquiry within 15 minutes. That’s just 15 minutes you have to make a sale before they move on to a different home.

We know that if you’re choosing to sell your home, responding to the constant inquires can be challenging. That’s why many buyers and sellers choose to enlist the help of professionals.  If you are a seller in a Newby Managed community and list with one of our professional agents, you will find your listing will be monitored for effectiveness, giving you the edge.

Also, our professional sales team will assist sellers in marketing their home at price that will help engender fast responses from buyers.  Our sales team will respond quickly to potential buyers, because we recognize the importance of fast responses when selling your manufactured home.

In this day of internet shopping, buyers are not willing to wait long periods of time for response.  A timely response to an interested buyer by a knowledgeable sales professional is critical!  If you are a buyer, our on-site sales team knows the community and will be available to show you homes that fit your needs and help you buy that ’just right home’ quickly.

The point is…Good preparation and fast responses by sellers, buyers and their agents make the selling and buying process a win-win for everyone.

Use This One Simple Trick for Better Customer Service at Your Property Management Company

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Todd Newby, Newby Management President, serving residents at a BBQ.

What’s better than walking into a room full of people who are happy to see you? At Newby Management, that feeling has permeated our corporate lifestyle. The first of our three steps of service says “Always use a warm and sincere greeting. Use a person’s name if and when possible.”

Warm welcomes can take on different forms, whether it’s welcoming a new member to our team or a potential resident into our communities. When welcoming a new team member, we work to ensure they feel part of our work family. Employees want to feel valued and appreciated. This includes factors like proper training, introduction to key team members and follow-through on future questions. From this a tight-knit team is built.
These team members then go on to become the face of the community in which they work. They are often a potential resident or guest’s first impression. Within the communities, warm welcomes are especially important. Part of our culture is to use warm and sincere greetings, using names when possible. These small acts go a long way in making people feel important and valued.
At the community level, Newby Management encourages community managers to focus on residents when they come into the office. This means stopping work for the moment and focusing on the resident. The resident will feel their concerns are important and heard. They can see and feel when greetings are not warm and sincere. Often times, their mood will be reflected in our own. If you begin with a light and cherry attitude, they are likely to do the same.
These same principles apply when a team member leaves the company as well. If the parting is done under amicable circumstances, we always strive to offer fond farewells to our team members. Whether it’s words of encouragement, taking them to lunch or having a goodbye party, simple acts go a long way.
When residents or guests leave our office, we make sure to offer them a fond farewell! They will remember that you took the time to give them a little extra customer service.
You can probably see a pattern by now. The impression you give someone is lasting, and their feelings about you will live on long past their specific memories. For instance, in 2011 our team went to the Florida Aquarium for our annual Christmas party. As is customary, we personally thanked the kitchen crew and staff. Even though that was several years ago they still remember our company because of that small act.
Using warm welcomes and fond farewells is a part of our corporate culture that bridges the gap between people. It’s one that reminds us the value of all people in all circumstances.  It helps us stop in our busy lives to thank and care for the people around us in a personal way, and that makes all the difference in the world. 

 

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.

You Won’t Believe These 5 Facts Are True About Manufactured Homes!

new manufactured homes, new mobile homes, mobile homes for sale, 2017 mobile homes, newby realty, property management We all have reasons for doing the things we do. Sometimes it’s from extensive research, sometimes it’s spur of the moment and other times it’s just what you did with no explanation. No matter how you make decisions, we’re going to give you 5 reasons to buy a new manufactured home.

1. It’s Brand New 
This one should be obvious, but having a brand new manufactured home has many perks. You won’t have to worry about upgrades or big fixes and everything is new. You’ll be able to enjoy a more active lifestyle because you won’t be spending weekends making repairs to your home.

2. A Warranty
Speaking of repairs, most new manufactured homes come with a warranty. This means that if anything does need repairs it will likely be covered under your warranty. Used manufactured homes, and even site-built homes, don’t have this perk. This is one that goes a long way in making your new home experience a good one. new manufactured homes, new mobile homes, mobile homes for sale, 2017 mobile homes, newby realty, property management

3. Green Homes 
Many new manufactured homes are built with sustainable building processes and materials. In fact, new manufactured homes produce 30-40% less waste than site built homes on average. Not only will you be getting an amazing home, you’ll also be helping the environment.

4. Better Quality
Rest assured when you purchase a new manufactured home, you’re getting guaranteed quality. All aspects of the construction process on mobile homes are controlled. Plus there’s construction standards and safety standards that work together to give you a new manufactured home you can love for years to conew manufactured homes, new mobile homes, mobile homes for sale, 2017 mobile homes, newby realty, property management me.

5. Less Cost

Purchasing a house is a serious decision and one that costs quite a bit of money. New manufactured homes are a great way to get a better bang for your buck. In general, construction costs for new manufactured homes is 10 to 20 percent less than site built homes, which means they will cost less in the end. New manufactured homes offer Americans the opportunity to have a beautiful, quality home at an affordable price.

Thinking of buying a new manufactured home? Check out our inventory where we have brand new manufactured homes for sale and just waiting for you! www.NewbyRealty.com 

How to Serve Residents at the Holidays with a Single Bag

service, serving christ, christian company,acts of service, property management, property management florida, florida property management company, mobile homes, manufactured homesRows of Cherrios lined the walls and boxes of food filled the conference room. For one day, the team members at Newby Management turned into a food packing assembly line.  As holiday music plays, team members gather to serve residents. For some team members, like Kelly Horalek, a corporate office accountant, this is her favorite day of the year.

At the holidays especially, we notice the needs of people around us. At Newby Management, the team noticed that some residents were struggling to feed their families, something that becomes especially difficult around Christmas. That was when they started delivering holiday food bags to residents in their communities who needed an extra hand.

This year the corporate office team packed an astounding 1,500 pounds of nonperishable food. It’s the kind of food most people take for granted, like peanut butter and jelly or oatmeal. But for some families, those staple items will go a long way.service, serving christ, christian company,acts of service, property management, property management florida, florida property management company, mobile homes, manufactured homes

138 bags were given away in total. The bags are personally delivered by a corporate team member, so the residents aren’t just getting food, they are getting encouragement too. While some residents need food care packages, others just need a bit of holiday cheer. For residents who had a difficult year, the team delivered fresh poinsettias to their homes. It’s just a simple reminder that they are being thought about during the holidays.

Serving residents in your mobile home community during the holidays can take on many different forms. Whether you do something big or something small, know that it can go a long way to boosting morale in your community. Sometimes the best thing you can do is to meet people where they are and love them.

Merry Christmas, from everyone at Newby Management.

See More Photos from the food drive on our Facebook page!

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?