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Posted by  in Active Adult Property Management Articles

As a property management company that provides professional and more personal property management services almost exclusively to the “active adult over age 55” market we have leaned a few lessons that may help others. I was asked to write this article to cover the differences between managing a traditional condominium community as compared to an over 55 or active adult community. Since we specialize in the active adult market, I think it only fair to tell you what we have learned that works well in that segment and let you compare it to the traditional community.  My hunch is that these points when applied to any community will improve relations with owners, trustees and developers, and help your bottom line.

The Human Touch

Although we are in the property management business and take care of the many components of keeping a large or small community going, we must remember we are also in the people pleasing business. We have found that the active adult market wants more of the human touch rather than the written or electronic touch. Our client base is made up of people who are retired or are within a few years of retiring and did not grow up with computers, email, Web sites cell phones and voice mail.

What has worked for us:

To address the need for a human touch, we have a real person answer the phone 24 hours a day. If that first person can’t answer the question or solve the problem, the call is returned by me, the property manager, within 30 minutes. If I don’t have an answer for them in my first phone call, I at least clarify the issue and tell them when I will have a complete answer. Don’t wait to get the answer to them in a generic letter or a P & L statement that they may never read. Call them and let them know you want to help solve the problem.

End of part 1, stay tuned for part 2 of 4.

Mark Biller

O: (508) 829-8032