Lindsay Liu

To help make active istening more effective, get the right tools to log every communication and make sure nothing falls through the cracks. Technology (like Super!) can help centralize all communications to make it easier to respond quickly, let other team members tag in, and share context so that tenants aren't left to feel like they're waiting for a response or repeating themselves to different people. In addition, technology can help you prioritize, send reminders, and even conduct initial triage, so that no one is left waiting for a response or resolution.

Platforms like Substack (follow me here! https://lindsayliu.substack.com/) and Beehiiv are a great, easy way to manage content and your list. Gone are the days of drafting in a doc, building an audience, and queueing a newsletter. Having an integrated platform for developing and distributing thought leadership in an elegant way has enabled me to fit the writing I enjoy doing into my routine. The key is to be consistent! These software platforms also make it easy to plan, draft, and schedule content.

Because so much of engagement with tenants has historically happened via email, text, phone, and portals, real estate is often "data poor" due to this fragmentation. Having a platform like hiresuper.com that centralizes all of these communications and engagements will give you access to insights at aggregate that are incredibly powerful. The key is not just another portal with different data, but one like Super that actually aggregates emails, text messages, tasks, announcements, and work orders. This allows management teams—from the executive to the individual manager—understand who they've engaged with, the status of interactions, and what's outstading. This data can inform staffing, support needs, and generally create more efficiencies.

We think deeply about two things when it comes to tenant communications at my company, Super. The first side is the tenant experience. The age of "there's an app for that" is over. Residents expect to chat in real time. It's critical to meet residents where they want to be. It's why we built Super to be completely compatible with email and text message—it's what residents want, and requires no training and adoption. The second side is the management teams. They are inundated with communications coming from all directions, work orders, texts, emails, and separate task management systems. They need one hub to manage every communication—whether with external residents and vendors or internal teams. Check us out! hiresuper.com