Onsite Insites by SatisFacts Research 2014 - 2nd Quarter | Page 11

Trust matters.
If you want stronger NOI—build trust. If you
want a team that delivers reliable service—build
trust. If you want residents to stay longer and
post positive comments online—build trust.
Why? Because it’s the cornerstone of creating a
sense of community on your property.
Ultimately, the degree of trust you build with
people will determine your organization’s
success and its profitability.
It’s possible you’re eroding trust without being
aware of it. Distrust is fueled by not believing
another, by neglecting to follow through on
promises, and by feeling disconnected. In the
extreme, distrust can damage the relationships
that make a property run smoothly. Not good.
Instead, regard trust as the currency for
nurturing relationships. Make it your new
strategic advantage. That’s a bold goal, but it’s
exactly why trust needs to be as your focus at
three levels.
Trust Required at Three Levels
The first level is trusting yourself, the second is
building trust among team members, and the
third is having your residents fully trust you and
your team—both office and service personnel.
You need self-trust to lead your teams
confidently. And if your team members don’t
have a high degree of trust with each other, how
can your residents ever be expected to have
faith and confidence in your organization?
Without it, how can community building ever
happen?
Think of Trust as Deposits and Withdrawals
In my work with property management
companies, I define trust as belief in the honesty,
reliability, and ability of someone (including
yourself). So, really, I regard trust—an ongoing,
active process—as a verb rather than a noun. It’s