Nicholas Lichter of Naples, FL is a community association manager who is adept in steering condo and homeowner associations through various challenges. In the following article, Nicholas Lichter delves into the art of seamless communication with residents, fortifying community bonds, and creating resilient and harmonious living environments.
Nicholas Lichter of Naples, FL explains that every property manager knows how paramount effective communication is to the business.
This is especially true during a crisis. Critical incidents and emergencies can happen at any moment, and it is the landlord or property manager’s responsibility to respond quickly in the event of an unexpected incident.
Whether it’s a personal emergency, a maintenance issue, or a natural disaster, property managers should be ready to inform, support, and reassure all residents in a calm, timely, and professional manner.
Effective crisis communication helps ensure safety, maintain trust, and preserve the integrity of the property, fostering resilient communities in times of crisis.
Below, Nicholas Lichter of Naples, FL discusses crisis communication strategies for property managers, highlighting the importance of clear and timely communication in the face of emergencies.
Nicholas Lichter on Anticipating the Storm: Tips for Crisis Prevention and Preparedness
One need not wait for emergencies to happen in order to understand the importance of preparedness. Proactive planning and training can help empower property managers to navigate unexpected incidents, ensuring a swift and effective response.
According to the Harvard Business Review study Effective Crisis Communication: Strategies and Techniques, it is of utmost importance to comprehend the nature, scope, and impact of a crisis.
Have an Emergency Response Plan in Place
In the words of prominent author Howard Ruff, “It wasn’t raining when Noah built the ark.”
Nicholas Lichter of Naples, FL says that an emergency response plan is a guide that details the actions, protocols, and resources that need to be utilized during a crisis or emergency to ensure the safety of individuals and property.
Having a clear emergency response plan helps property managers efficiently communicate with residents during a crisis, from start to finish, to ensure the safety and security of everyone on the property.
Once a plan is in place, managers should make sure that it is properly communicated to all tenants.
Prepare in Advance
Nicholas Lichter of Naples, FL says that a good emergency response plan will be useless if community residents don’t know about it or can’t be reached during emergencies. It’s important for property managers to keep a list of residents’ contact information for updates and important announcements.
The most important step is to reach out and request updated contact information. When asking them for their phone number or email address, let them know that this is where they will be contacted in case of any emergencies.
Nicholas Lichter of Naples, FL explains that when residents understand the community’s communication plan in advance, they know where to check for updates during a crisis, making the whole process more efficient, ensuring everyone’s safety.
Stay in Touch
Property managers should stay engaged with tenants and/or residents all year long, whether there’s a crisis or not. Residents will appreciate the check-ins and updates.
Aside from the general notifications such as events, personnel changes, or maintenance issues, it’s also ideal to reach out to residents individually from time to time to answer questions or ask if they need anything or have any concerns.
Nicholas Lichter of Naples, FL says that constant communication year-round helps build trust and develop good relationships with residents, so that they’ll feel comfortable turning to their manager in times of emergencies.
When Crisis Strikes: Communication Strategies for Property Managers
Choose the Right Channels for Communication
When a crisis arises, the first step is to determine how and where to communicate with community residents. Consider the situation’s nature, scope, and urgency to identify the most effective channel to use.
For example, social media can be used to report announcements, reminders, and general updates, but if the situation becomes more urgent, the message should be directly sent to tenants’ personal numbers, with a follow up to their alternate mode of contact, such as an email or emergency contact.
Nicholas Lichter of Naples, FL says that no matter what channels are chosen, property managers should ensure that they are accessible, reliable, and appropriate for the message.
Update Regularly
It’s ideal for property managers to keep a scheduled routine for sending out announcements or notices during a crisis. Even if there are no significant updates, sending out messages lets the residents know that the manager is available to communicate even if the office is closed. Being available outside of office hours provides a sense of security and reassurance for residents, knowing that their concerns are valued and will be addressed promptly. It fosters a stronger sense of trust and community as well, ultimately leading to a more harmonious living environment.
Additionally, proactive communication in off-hours demonstrates a commitment to transparency and resident well-being, further solidifying the manager’s role as a reliable and dedicated advocate for the community.
Be Respectful
According to the study “Empathy in Crisis Communication: Why It Matters” by Forbes, acknowledging concerns and communicating actions and outcomes is crucial to the effectiveness of crisis communication.
Nicholas Lichter of Naples, FL reports that during a crisis, property managers should keep in mind that residents are going through a difficult time and should acknowledge their different needs, emotions, and preferences. It’s best to communicate in an empathetic and respectful manner.
It’s also important to use clear and concise communication during an emergency – avoid the use of slang, jargon, or vague terms that may confuse or mislead others.
Nicholas Lichter of Naples, FL remarks that, in the realm of property management, effective crisis communication is not just a skill, but a responsibility of paramount importance. By understanding the importance of preparedness, property managers will have the ability to navigate challenging situations with confidence, which in turn raises the confidence of the community at large.
