The Hybrid Approach to Multifamily Feedback

S1E5 features Janet Rosseth, the CMO of Cadence Marketing solutions.

In this episode, we cover:

Volume of Feedback: Janet emphasized how feedback has evolved, noting that property managers now deal with feedback from multiple channels (online reviews, internal surveys, and direct communications). This has increased the complexity of managing and interpreting feedback.

Prioritizing Actionable Feedback: Given the overwhelming volume, Janet suggests categorizing feedback into what is actionable versus noise. She recommends focusing on feedback that aligns with strategic business goals.

Human Element and Technology: Janet advocates a hybrid approach where technology supports, rather than replaces, human interaction. While automation is useful, particularly in areas like response times and notifications, she notes that too much reliance on technology can depersonalize the experience.

Training and Adoption: She stressed the importance of training teams to use new technology effectively and incorporating tech into daily operations. By fostering familiarity with tools in low-stress settings, employees are more likely to adopt them even in high-pressure situations.

The “Compliment Sandwich”: Janet utilizes a "compliment sandwich" approach in delivering feedback, ensuring that clients feel encouraged and that feedback is constructive. This aligns with her goal of making clients feel supported rather than criticized.

Setting Realistic Goals and Pacing: Janet’s consultancy, Cadence, focuses on pacing strategies to ensure sustainable improvements. She advocates for a "stride and sprint" approach to diagnostics, enabling clients to assess their marketing and operational needs methodically without overwhelming the team.

Alignment on Priorities: Janet emphasized the importance of involving stakeholders to self-assess and rank priorities. This collaborative process helps create buy-in and allows teams to take ownership of their improvement efforts, ensuring that changes are more readily accepted and effective.

Janet Rosseth on Linkedin:

Cadence Marketing Solutions:

Apple Podcasts: https://podcasts.apple.com/us/podcast/feedback-fatigue/id1770584511

Spotify: https://open.spotify.com/show/5E1KUHoxNjTDCIVBtnwwUw

Website: https://www.widewail.com/feedback-fatigue

Revyse: https://community.revyse.com/c/multifamily-podcast-directory/feedback-fatigue

About Feedback Fatigue:

We're getting all this amazing resident feedback. What do we do with it? Learn the playbooks multifamily operators and industry experts are using to find success today. Hosted by Widewail’s Katie Ritter, National Accounts, Multifamily and Jake Hughes, Director of Marketing.

Learn more about Widewail: https://www.widewail.com/property-manager-reputation-management

Season 1 lineup:

S1E1: October 1st

Faith Barker

Marketing Manager, Trilogy

S1E2: October 8th

Josh Becerra

CMO, Pink Taco

S1E3: October 15th

Bobbi Steward

CEO, Revyse

S1E4: October 22nd

Rebecca Smith and Ashley Stran

Marketing & Business Development Director, Social Media Coordinator, WPM Real Estate Management

S1E5: October 29th

Janet Rosseth

Founder & CMO, Cadence Marketing Solutions

S1E6: November 5th

Kevin Wilson

Director of Marketing, Strategy & Planning, Southern Land Company

S1E7: November 12th

Dana Hill

Director of Customer Experience, RangeWater Real Estate

S1E8: November 19th

Michael DiMella

Managing Partner, CHARLESGATE