The holiday season often brings changes to your facility’s operating hours, as well as increased activity from tenants. Clear and proactive communication is essential to ensure that your tenants are informed and your team is prepared. Managing this effectively can help reduce confusion, minimize frustrations, and create a positive experience for tenants during one of the busiest times of the year. Here’s how to keep everyone on the same page during the holidays.

Set and Share Your Holiday Hours Early

One of the most important steps during the holiday season is to finalize your holiday hours as early as possible. Tenants will appreciate knowing when they can access their units, especially if they’re planning trips or using storage for seasonal needs.

• Plan Ahead: Determine any changes to your standard hours for major holidays and communicate them to your team first. Make sure everyone is aligned and understands their schedules.
• Announce Changes Early: Share holiday hours with tenants at least a few weeks in advance to give them plenty of time to plan.

Use Multiple Communication Channels

Reaching your tenants effectively means using a variety of communication methods. People consume information differently, so the more channels you utilize, the more likely they’ll see your message.

• Email: Send a dedicated email highlighting holiday hours, any changes to office availability, and tips for visiting during peak times.
• Website Updates: Update your facility’s website with holiday hours prominently displayed on the homepage. A banner or pop-up message is an effective way to make sure the information is noticed.
• Social Media: Post reminders on platforms like Facebook, Instagram, or Twitter, especially in the days leading up to major holidays.
• On-Site Notices: Place signs in high-traffic areas of your facility, such as the entrance, office, or elevators, to inform tenants who visit in person.

Consistent messaging across these platforms ensures that tenants are well-informed, regardless of how they prefer to receive information.

Prepare for Increased Customer Service Needs

Holiday traffic often brings more questions and requests from tenants, so make sure your team is ready to provide excellent customer service.

• Frequently Asked Questions: Create a list of common questions tenants might have about holiday hours or policies, such as late payments, office closures, or access limits. Ensure your staff knows how to respond.
• Automated Responses: If your office will be closed, set up voicemail or email auto-replies with clear information about your hours and how to handle urgent issues.
• Emergency Contact Options: If you provide after-hours support for emergencies, make sure tenants know how to reach you, and ensure your staff knows how to escalate issues appropriately.

Manage Tenant Expectations

Busy schedules and holiday stress can make small inconveniences feel bigger to tenants. Setting realistic expectations can help prevent frustrations.

• Holiday Peak Times: If you expect higher traffic on specific days or times, let tenants know in advance and encourage them to plan accordingly.
• Clear Policies: Remind tenants of key policies, such as gate hours, payment deadlines, and rules for facility access, so there are no surprises.

Conclusion

Effective communication during the holidays is key to providing great service and keeping operations running smoothly. By planning ahead, using multiple communication methods, and managing tenant expectations, you’ll not only avoid unnecessary stress but also create a more positive experience for your tenants. A little preparation and thoughtful communication can make the holidays a success for everyone involved.