As multifamily providers attempt to cut operating costs many could benefit by converting some aspects to paperless systems. However, there is little point in contracting for on-line services or capturing emails on rental applications if nobody uses them. The biggest obstacles to implementing new technology can include (1) staff reluctance, (2) untrained or poorly trained staff and (3) lack of resident acceptance.
Handing a staffer a user manual may work with an engineer, but technical writers can be difficult to follow, particularly for someone unaccustomed to geek-speak. Even when a staff member is willing, it can take enormous amounts of time to gear up. That time is also difficult to quantify and document, complicated when staff feels pressed by normal work product, e.g., a leaking skylight or emerging pest problem. Without strong management support, e-training can drop to the bottom of the staffer’s to-do list.
Complex databases and new technology when properly employed can help a business operate more efficiently, but there is a tremendous amount of front-end effort required. If your business relies on an IT person, great, but most small and mid-sized apartment complexes do not have the budget for highly specialized staff. Management needs to communicate to staff that this is a priority and then allow for the real amount of time it may take a non-techie to learn a new system well.
As people learn in many different ways, an owner or manager has to decide how to accomplish effective staff training. Some people benefit from a hands-on approach, some need a patient trainer or tutor while others may be purely visual and oral learners. If your staff’s tech acceptance has been weak, the current method may not be working. Building stronger skills will improve staff performance and confidence. The next focus group then becomes the residents.
Beyond the technology, there are many assets managers may overlook. One of these is their tenants’ brains. A great way to perk up resident participation is to create a sustainability advisory committee or group. There are a surprising number of green renters living a sustainable apartment lifestyle - a way of satisfying core values like using shared services, public transit and living near workplaces - who may be eager for the opportunity.
Once established, management can ask this group for a tenant ’wish list’ to get the ball rolling. The group’s input can enhance operations, improve residents’ water and energy conservation efforts and generally enlighten a community. For instance, the committee’s recommendations could take the sting out of management asking tenants to convert to a non-smoking building or to meet other sustainability goals. The recommendations will also help management better respond to resident concerns by providing a conduit in which to promote ideas and/or community education. It also makes it easier to conduct surveys and achieve full participation from residents.
Giving ‘power to the people’ can be a little risky, but if management is prepared to respond and correct what needs attention everyone benefits. A distinct process for suggestions will by proxy dramatically lower complaints too. Action will be required, however, so a clear process for prioritizing repairs and improvements should also outline timing and funding of projects for residents. There will be expense involved, but when tenants feel they have a voice and management is listening, resident retention improves. Reduced turnover costs should finance at least part of the additional expense, but many sustainably sound changes have no additional cost. These flat-expense items can include using non-VOC emitting paints and materials, incorporating green cleaning products and practices and implementing green landscaping and integrated pest control.
The sustainability committee can also inform management when residents want certain amenities. If management decides to replace energy-hogging washers with new front loading models, the committee can help educate residents on their proper use, reduce maintenance expense and extend appliance life.
There will be budget items that may need adjustment to cover improvements, but there can be quid pro quo exchanges too. For instance, management may elect to offer residents a free pizza night or a gazebo in the common area if they meet certain goals in reducing (management paid) water consumption.
Here are a few other areas that may benefit from brainstorming with green residents:
- Paying rent on-line and paperless contracts
- Tolerance of lower water temperature in pools
- Accelerated reporting of leaks and other needed repairs
- Better tenant-to-tenant community relations
- Improved management/tenant relations
- More good website traffic that promotes a community
- Less paper waste
- Smoother acceptance of rules and regulations
Green property managers are dedicated to reducing costs and enhancing operations, but it is important to remember to include residents in the equation. When management and residents cooperate they build a more cohesive and effective community as they jointly improve sustainability practices.
Other Articles of Interest:
Does Your Association Have a Sustainability Committee?
Emerging Government Trend Shortlist
