January/February 2010 Newsletter
A Customer Service Company that Manages Property
Back when demand for housing in our sunny corner of the world far outstripped supply, some residential property managers actually forgot their residents are customers, first and foremost.
At Sunrise Management we remind ourselves every day that our continued success is a direct result of the superior service we’ve continuously delivered to every property’s residents, week after week, year after year.
Taking extraordinary care of residents is essential to success – yours and ours. Not only is it the right thing to do, but it’s also smart business. It’s the edge Sunrise provides to any property we represent, and means filling homes and residences faster and keeping them occupied longer.
A property owner’s reputation for good resident relationships starts by having Sunrise’s world-class team in the front office. There we help build solid communications and service. These, in turn, encourage prompt rent collection and develop residents who willingly - and eagerly - recommend their community as a great place to live to friends, family, and casual acquaintances.
We put a focus on providing the most efficient operations and regular resident outreach while utilizing user-friendly software, easy-to-work-with systems and the most current strategies for ensuring a pleasant, easy living experience.
To ensure unmatched revenue management and maximized cash flow, Sunrise implements an auto-rent-pay system to create a win/win situation for both residents and property owners. We find residents love it because they never have to worry about getting their payment in on time, while you’ll love it because your money’s in your account on time, every time.
In fact, at every level Sunrise’s professional team works actively to build solid lines of communication with all residents. We have developed a highly successful “Raving Fans” program, which enables us to keep in touch with every resident in almost 10,000 units throughout Arizona and southern California.
Over the past 30 years we’ve learned that by regularly communicating with our residents we gain valuable feedback on apartment conditions and community programs, while identifying areas for improvement. Our experience has taught us how critically important it is to not only get residential feedback, but to be transparent with owners about the results of that feedback.
Which is why, in an effort to deliver the best Sunrise experience we constantly examine every area within our control. And we regularly find ways to do more to increase our residential value proposition without spending more, including:
Increasing office staff responsiveness to calls, emails and service requests
Communicating with residents using their preferred method (email, cell, home phone) at the times of their choice
Educating residents on ways to lower their personal carbon footprint
Asking residents what they think of the community they live in at regular intervals, and promptly addressing any of their concerns
Tracking comments and community assessments of the property among non-residents for property reputation trends
We even help remind prospective residents of their interest in a property before the lease has been signed, and point out all the things they enjoy when their renewal is on the horizon.
And by surveying residents and acting upon their requests and suggestions, our management team understands the opportunities that present themselves for lease renewal, referral, resident satisfaction, and lowered maintenance costs.
Even something as simple as having Sunrise team members on the ground accessing our Raving Fans database builds upon the customer relationship experience. Utilizing this database lets us track information like resident birthdays, anniversaries, and personal milestones. And the folks in our communities really appreciate the extra touches and care that we can provide – though they invariably credit the owner for that extra care they’re receiving.
We’re okay with that!
Like the owners who return to work with us year after year, we recognize great customer service can only be achieved with a happy, motivated professional team. Our philosophy is simple; maintain an exciting, enjoyable workplace where team members encourage each other to achieve new levels of creativity and innovation.
Of course, 30 years of success has helped Sunrise’s management team to create many more customer service programs than can be written about in a few paragraphs. From community improvement to reducing overall property carbon footprints, Sunrise is there with an unparalleled level of commitment to customer service.
And at every turn we ensure our core values of professionalism and teamwork are maintained and improved upon.
Because we know that by constantly seeking out new ways to make the residential experience more memorable and satisfying, we improve the owners’ image. And at day’s end, that is what we’re all about.
More customer service for your residents is available by contacting Tina West at 858-751-1767.
Return to Table of Contents
