ATLANTA — Shortened attention spans and the desire for instant gratification are a couple of the changing consumer behaviors that impact the multifamily operations industry. Karen Key, a president with Houston-based Asset Living, said that 75 percent of consumers expect a response time in less than 24 hours from a business. Twenty percent expect a response time within minutes. “If you’re missing that mark and someone else is responding to them, whether it’s a client, prospect or resident, you’ve lost them. They’re gone.” Key’s remarks came during the operations panel at the 2023 InterFace Multifamily Southeast conference, which took place Thursday, Nov. 30 in Atlanta. France Media and Southeast Real Estate Business hosted the event at the Westin Buckhead hotel. Ed Wolff, president of California-based LeaseLock, moderated the panel, which was entitled “What’s Changed and What’s Not Changed in Terms of Occupancy, Rental Rates and Operations?” Key emphasized that many of these changes resulted from the COVID-19 pandemic. “When the pandemic happened, everyone got spoiled in terms of having everything at their fingertips. They were tied to a computer all day every day,” she said. As such, Asset Living’s use of social media as an advertising tool increased significantly ever …
