Category

blog

Oct 04
Love0

Resvu as a Committee Member: David’s Story

By blog No Comments

We had the opportunity to hear from David, he’s the Presiding Officer over a new apartment complex in South Australia. Read the interview below to find out the unique benefits of Resvu from a committee members point of view.

 

Communication Benefits: How has the Resvu platform made communication within your community easier? What features do you find most beneficial?

So, the Resvu app has been promoted to all residents, owners and tenants alike, and the adoption is very good. I have been appointed administrator for the last couple of years. The three most useful features for the committee are:

  1. Rapid posting of notices, especially when something is/has happened needing prompt communication and/or action. Things have a magical way of happening after hours when our Corporation Manager is not available. If its urgent then we turn on the SMS knowing that its a cost but worth it for the residents.
  2. The Files feature – we have put the by-laws (full and abbreviated) there plus other useful information mainly for the tenants, as their agent or landlord often do not provide this.
  3. The Community Wall and Clubs. We have an Environs Club that has been really successful, and people do use the Community Wall fairly well.

Impact on Community Engagement: Have you noticed any changes in how residents engage with community matters since using Resvu? Could you share an example?

We get good feedback re the rapid Notices – the last two were a flood in the basement car park (“go check your storage cage to prevent water damage”, and a robbery of some storage cages (“go check if your cage has been robbed, and if so follow this procedure”). Residents feel cared for.

User Experience: How easy is the Resvu platform to use?

As an administrator, it took a few goes at some things but think I can do most tasks within two minutes now!  Are there any features you particularly like or find helpful?  As the Presiding Officer of the Community Corp. I’m not always on-site, so get calls about matters that need a communication response which I can do online from almost anywhere. If we only handed every app task to our Corp. Manager we would be paying for his extra time, so this is cost-saving to our residents community.

Recommendation: Would you recommend the Resvu platform to other communities? Why?

I would now, as it seems much easier to communicate with you guys, and the responsiveness is only getting better.

Anything else you’d like to add?

We still use old-fashioned newsletters, posters in the lifts and noticeboards, but even these methods promote and encourage people to use the app. We also have users who are non-residents but are in the near neighbourhood – part of our local community.

Start your own success story

book a demo
Oct 04
Love0

Proactive vs Reactive Client Service in Community Management

By blog

In the community management industry, the difference between reactive and proactive service can make or break a companies (or a communities) success.

Reactive service responds to issues after they occur, often leading to delays and frustration. This approach is problematic for several reasons:

  1. Longer resolution times: When an issue arises unexpectedly, it takes time to diagnose the problem, allocate resources, and implement a solution. This delay can cause significant inconvenience and disruption for residents, especially if it involves essential amenities or services.
  2. Higher costs: Reactive maintenance and repairs are typically more expensive than planned, preventative maintenance. Emergency repairs often require premium service fees, rush orders for parts, and overtime labor costs.
  3. Resident dissatisfaction: Unexpected issues and prolonged resolution times can lead to frustration and a negative perception of the community management company’s service quality. Residents may feel their concerns are not being addressed promptly or effectively.
  4. Increased workload: Reactive service often results in a flood of inquiries and complaints from residents, overwhelming community managers and customer success teams with a high volume of communication to manage.
  5. Potential safety risks: In some cases, reactive service can pose safety risks if issues are not addressed promptly. For example, a malfunctioning elevator or security system could compromise the safety of residents and their property.
  6. Lack of transparency: Reactive service often involves ad-hoc communication methods, such as posting notices in common areas, which can lead to missed messages and a lack of transparency for residents.

In contrast, proactive management anticipates problems before they happen, ensuring smoother operations and higher resident satisfaction. This approach offers several key benefits:

  1. Preventive maintenance: By regularly inspecting and maintaining community assets, proactive management can identify potential issues early and address them before they escalate into larger problems. This prevents unexpected breakdowns and ensures that amenities remain functional, reducing disruptions to residents.
  2. Efficient resource allocation: With a proactive plan in place, community management companies can allocate resources more effectively, scheduling maintenance during off-peak hours or when residents are less likely to be impacted. This minimises the need for emergency repairs and ensures that resources are used optimally.
  3. Improved communication: Proactive management involves regular communication with residents about upcoming maintenance, planned upgrades, and any potential disruptions. This transparency helps set realistic expectations and reduces the likelihood of complaints or frustration when issues do arise.
  4. Enhanced resident experience: By anticipating and addressing problems before they occur, proactive management creates a smoother, more seamless experience for residents. They can enjoy uninterrupted access to community amenities and services, fostering a greater sense of satisfaction with their living environment.
  5. Cost savings: Preventive maintenance and planned upgrades are generally less expensive than reactive repairs. By addressing issues early, community management companies can avoid the higher costs associated with emergency fixes and minimise the need for extensive renovations down the line.
  6. Increased property values: Well-maintained communities with a reputation for excellent service tend to have higher property values. Proactive management helps maintain the aesthetic appeal and functionality of the community, making it an attractive place to live and invest in.

By anticipating problems and taking a proactive approach, community management companies can create a more positive, reliable, and cost-effective experience for residents, ultimately leading to higher satisfaction and a thriving community.

At Resvu, our CEO, Tom Welsby, whose journey was recently highlighted in this article, we’re committed to empower community management companies improve their operations through a proactive rather than reactive approach.

The Pool Pump Story: A Case Study in Proactive vs. Reactive Management

Consider a scenario where a pool pump is nearing the end of its lifecycle. In a reactive model, the pump would fail before any action is taken, leading to rushed repairs and potential pool closure, which inconveniences residents and pushes up maintenance costs.

In a proactive setting, scheduled maintenance can be arranged before the breakdown occurs. Automated communications can keep everyone in the loop, ensuring all stakeholders are informed and minimising disruptions to community life.

Benefits of Proactive Client Service

  • Enhanced Resident Satisfaction: Proactive communication helps manage residents’ expectations and reduces frustration, leading to a more satisfied community.
  • Cost Efficiency: Addressing issues before they become emergencies can significantly reduce maintenance costs. Preventative maintenance avoids the premium costs often associated with urgent repairs.
  • Improved Service Quality: Proactive strategies enhance the overall quality of service by minimising disruptions and ensuring that all community amenities are functioning correctly.

Shifting to a Proactive Model with Resvu

In order to empower your team transition to proactive client service, you’ll need technology to facilitate this.

Resvu supports this transition by providing a comprehensive platform that includes:

  • Self service tools: We empower homeowners to do everything from lodging maintenance requests to submitting pet applications for efficient processes.
  • Proactive communication: Communicate with lot owners via push notifications, straight to their device.
  • Centralised customer service platform: With one source of truth, your team all have access to the same information. Meaning if someone is on holiday, the team can pick up where they left off.

The shift from reactive to proactive client service in the community management industry is crucial for enhancing resident satisfaction, reducing operational costs, and improving service delivery. At Resvu, we are dedicated to empowering community management companies to overcome these hurdles and lead the charge towards a more efficient, secure, and satisfying future.

Ready to transform your community management approach with Resvu? Contact us today to learn how our solutions can tailor-fit your needs, helping you manage more effectively and grow sustainably.

Oct 04
Love0

Positive client experiences help build happier communities

By blog No Comments

Better client experiences = higher revenue

 

In community management, the path to happy clients, higher revenue and a competitive advantage from the competition is through providing an exceptional service experience.

At Resvu, our focus is to build a single-platform customer service solution that revolutionises the way that community management companies service their communities.

Empowering the industry to build a better homeowner experience for everyone.

A great client experience is a tool for growth

 

When businesses focus on providing better client service experiences, they can increase their revenues by 4% to 8% compared to their competitors in the same market. So, by offering excellent client support, businesses can make more money and be more successful.

This growth isn’t just a result of superior products or services, it’s about creating promoters — loyal customers who are more likely to buy more, stay longer, and advocate for your services.

Did you know, promoters have a lifetime value that can reach 6 to 14 times that of detractors, depending on the industry.

For community management companies, boosting the service experience to convert lot owners and residents into advocates of your community. Word of mouth is a powerful tool!

Put yourself in your clients shoes

 

A great differentiator of companies that do client experience “well” is they deeply understand their customer. They’re not afraid to challenge the status quo, they’re constantly putting themselves in their clients shoes.

At Resvu, we always question how we’re doing things, and if we could be doing those things better?

Sure, our customer success team has won awards, but that doesn’t mean we are (or our processes) are perfect every time.

With every interaction we have a quick introspective look, and ask ourselves. Are there any opportunities to improve our processes?

While we’re being introspective, if we go way back. We’re talking way, way back, before Resvu was even a thing.

It was just our CEO Tom having to drive all the way across town on a 43c degree day to put up a sign printed on a piece of paper, alerting residents to the pool being out of order.

Without him thinking… “surely there must be a better way” not just for him, but also the residents of the community that were his responsibility. Resvu might not exist!

Experience leaders display deep empathy toward clients’ core needs. Listening to feedback, fixing pain points and hopefully create opportunities for “wow” moments.

A Marathon, Not a Sprint

 

Creating experiences that delight and stand out requires a long term way of thinking.

It’s about committing to continuous improvement, and knowing that it’s the daily interactions that build the service rapport. As well as being aware that trust can be lost with one misstep. So it’s important that your service level is consistently great, not just sometimes great in short bursts.

At Resvu, we understand that genuine, proactive, innovative, and collaborative approaches to service can transform community management. Our platform embodies these principles, offering tools that streamline communication, simplify processes, and enhance transparency—essentials in building trust and loyalty.

  • Streamlined Communication: Our platform cuts inbox clutter in half, facilitating seamless interactions between community managers, boards, and lot owners. This ease of communication is integral in resolving issues swiftly, ensuring every stakeholder feels heard and valued.
  • Proactive Solutions: Resvu empowers community managers with proactive communication tools, enabling them to anticipate needs and address them efficiently. This forward-thinking approach keeps communities not just satisfied but genuinely delighted.
  • Empowering Self-Service: By providing homeowners with the tools to manage everything from maintenance requests to pet applications, Resvu enhances efficiency for both managers and residents, freeing up valuable time.
  • Security: Trust is the foundation of any thriving community. Resvu prioritises data protection, giving both community managers and residents peace of mind that their information is safe and secure.

In the journey towards providing a higher standard of service, community management companies face the challenge of not just meeting but anticipating the evolving needs of their stakeholders. By partnering with Resvu, companies are equipped with the tools, security, and innovative solutions needed to elevate their service, transforming every lot owner and resident into a promoter of their community.

Start your own success story

book a demo
Feb 06
Love0

We Need to Protect our Community Managers

By blog

It’s late Friday afternoon, and Sarah, a dedicated community management professional, is about to wrap up her week. Just as she’s about to shut down her computer, the phone rings. It’s a lot owner, furious about a decision made by the committee—a decision Sarah had no control over. The call quickly escalates, harsh words are thrown, and Sarah is left to absorb the abuse, trying to de-escalate while her own stress levels soar.

Sadly this is a common occurrence in the industry. Community managers, like Sarah, navigate a minefield of emotional labor, often facing undue criticism and blatant disrespect. It’s a massive issue that needs attention.

We need to protect our Community Managers

 

It’s no secret that community managers are busy. These professionals are faced with managing complex tasks, thousands (usually millions) of invested dollars worth of assets, and the massive responsibly of looking after people’s homes. All while being expected to be a phone call away, 24 hours a day, 7 days a week.

It’s absolutely crucial that these people are well looked after, by giving them a safe place to work, not only physically but mentally.

Due to the sensitive nature of some of the topics a community manager deals with, it’s not uncommon that challenging situations arise. And with such a diverse array of stakeholders, respect is a non-negotiable when it comes to communication. Especially to your community manager, who probably has 10,000 other jobs they’re currently dealing with.

The Impact of Job Stress

 

Every job has some degree of stress and Community Managers are no different. Although there are unique pressures community managers face, including juggling multiple communities, dealing with complex legislation, and often being the middleman between conflicting parties. But then there’s also the expectation to be available round-the-clock with instant replies. The lines between work and personal life can blur, leading to extreme burnout, maybe enough burnout for them to exit the industry completely?

The industry is only growing and becoming more complex every day, attracting new talent to the industry is proving to be a challenge. So, we should be protecting these managers, to reduce the risk of even more turnover and industry exits.

Stress manifests as physical exhaustion, mental fatigue, and emotional strain, impacting health and well-being. Which nobody should have to deal with, especially from their job.

Promoting Work-Life Balance & Flexibility

 

Speaking of industry retention, job seekers are placing more emphasis on the importance of work-life balance

“Work-life balance and wellbeing have also increased in importance notably since 2015, with 53% of employees citing them as “very important” compared with 61% of today’s workforce.” (gallup, 2022)

A part of protecting our managers is providing them the freedom to do their job effectively in a way that works for them. Organisations can play a significant role by implementing flexible working arrangements, encouraging time off, and promoting a culture where work-life balance is respected.

Empowering teams with the technology to work in a way that suits them is something the high performing management companies do differently, read more about the topic on this blog post here.

The Role of Organisational Culture & Support Systems

 

Establishing support systems within the workplace, such as mentorship programs, peer support groups, or access to counselling services, can provide community managers with the resources they need to navigate workplace challenges effectively.

But it also must come from the top, with management advocating for their community managers right to expect a standard of respect from stakeholders.

A healthy work environment plays a huge role in community manager wellness. An organisational culture that values transparency, communication, and mutual respect can significantly reduce workplace stress. By creating an environment where community managers feel supported and valued, companies can encourage positive mental health, boost morale, and increase job satisfaction.

Respecting Community Managers and No Tolerance for Abuse

 

The unfair reality of the community management profession often involves dealing with verbal abuse and unreasonable demands from stakeholders. The constant barrage of negativity takes a significant emotional toll, even for the most experienced professionals. The role has a lot of emotional labor involved, and it needs to be made clear that enduring abuse should not part of the job.

Like other public facing roles, there need to be safeguards put in place to protect community managers and reframe the public perception of the role.

Clear policies protect managers and ensure a professional, supportive atmosphere. After all, a managers job is to coordinate everything and everyone required to make communities a better place to live, for everyone.

Oct 04
Love0

What are High Performing Management Companies Doing Differently?

By blog No Comments

In the fast growing and constantly changing landscape of strata, the past few years have presented unique challenges, driving the need for innovative solutions to navigate the exploding industry.

The 2023 Macquarie Bank Strata Management Benchmarking Report gives us a behind the scenes look into the way Australian Management companies are operating. Exploring the unique traits of high-performers and what they’re doing differently to drive success.

But what is a high performing business?

 

A business is considered high performing based on having strong revenue and profitably growth year-on-year. With this growth comes a better position to thrive into the future, no matter what’s in store. The citera used in the Macquarie report is:

📈

Growing revenue and profit in FY 2022 vs FY 2021

💰

Profit margin >20%

🏡

Manage at least 1000 lots

These businesses see benefits across the board, with stronger organic growth, higher revenue per lot and a much higher retention of strata managers.

Surprisingly only 1 in 5 businesses met these criteria.

What makes a high performer, a high performer?

 

But how are they achieving these outcomes? The secrets of their success are hidden in their investments. These high performers are investing higher in areas like tech solutions, their team and business acquisition.

Higher performers are using more tech, and 75% of them are saying they will invest in the next 12 months to improve business performance.

“Higher performers invest more in technology than other businesses, enabling their staff to work remotely and collaborate more easily online.” (Macquarie Bank, 2023 Strata Management Benchmarking Report)

 

Currently, 1 in 6 Australians live in Strata

 

The growth of the industry has been massive, with it doubling in the last 20 years. And it doesn’t look like it’s slowing down any time soon.

With this exponential growth, there’s also been an alarming drop in management company profit margins in recent years. Despite an 84% increase in revenue there has been a crazy 30% decrease in profit margins since 2005.

Staffing cost increases and loss of key staff are two major profitability roadblocks. Reducing the high level of staff turnover in the industry is a massive opportunity to save on costs.

In 2022, 33% of strata managers changed employers – compared to just 14% in 2018.

Staff Turnover is a huge money drain

 

In a (nearly) post pandemic world, hybrid work arrangements and flexibility are a non negotiable when it comes to job satisfaction. This plays a huge part in staff retention, which is one of the highest profitability roadblocks.

Embracing technology can help keep your staff happier

 

The pandemic accelerated the modernisation of operations, with a significant investment in communication tools and IT infrastructure required. This investment led to improved efficiency, connectivity, and flexibility in the industry.

Giving your team access to a flexible working arrangement has so many great outcomes like Improved work-life balance, increased employee satisfaction and morale, higher retention rates, enhanced productivity, access to a wider talent pool, increased diversity and inclusion, boosted employee engagement and improved health and well-being.

Improve staff happiness and profit margins by embracing technology

 

“Technology enables strata to improve efficiency, build connectivity and offer flexibility – something that’s incredibly important in attracting and retaining top talent,” Macquarie Business Banking’s National Head of Strata, Tim MacKenzie.

Technology is key to staff flexibility, efficient workflows and customer engagement.

 

Top ways businesses are fighting staff turnover by increasing team happiness

  • Prioritising staff wellness and happiness has become a priority.
  • Collaborative and supportive business culture
  • Flexibility in their roles regarding how and where they work
  • Ensuring they have adequate tools and training
  • Recognition for contribution Remuneration in line with or ahead of market
  • Development or progression opportunities

Engaged and happy employees lead to a better client outcome.