This article was previously published by Multi-Housing News (March 2020)
Property managers at residential communities wear a lot of hats from filling vacancies and negotiating and enforcing leases, to maintaining the building and property, and securing the premises. To be successful, property managers need the support of their entire team – including security. A comprehensive physical security program at a residential property should extend far beyond the typical security responsibilities to also include a strong focus on customer service. Security professionals should contribute to an environment that makes tenants and visitors feel safe and welcome, and encourages people to consider the community as their future home.
Property managers understand that savvy real estate buyers and renters carefully review neighborhood statistics and demographics, which include crime rates. Residential communities that employ quality security professionals are better able to deter crime and respond to and recover from emergencies, therein making these residences a more favorable place to live and a safer investment.
In addition, today’s residential security professional is trained to maintain a safe and secure environment, as well as learn the culture of the property and deliver outstanding and personalized customer service. People who visit secure properties with a white glove approach to customer service gain a very favorable impression - which ultimately leads to higher market perceptions.
Security professionals often serve as the first and last impression of a residential community, complex or building. It is important that residents, their families and their guests feel safe, secure and welcome. Security professionals trained specifically for residential properties understand the need for a careful balance when developing and maintaining a secure yet friendly atmosphere.
Delivering a white glove customer service experience is the strategy of anticipating a customer’s needs and providing an exceptional and unforgettable experience. Property managers who strive to deliver a high level of customer service recognize the opportunity in partnering with a security provider that can support this effort.
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About the Authors:
Andrew Daniels is Vice President, Business Development, Southeast Region for Allied Universal, a leading security and facility services company in North America He can be reached at Andrew.Daniels@aus.com.
Javier Vazquez is Business Development Manager, Miami Dade County for Allied Universal. He can be reached at Javier.email@example.com.