Cost-Effective Ways to Boost Resident Trust

Turning around a property with a bad reputation isn’t for the faint of heart. You need thick skin, clear vision, and zero ego. You’ll face angry residents, skeptical prospects, burned-out staff, and years of “fix it later” decisions. And still you show up. Every day. Here’s what it really takes to rebuild trust and reputation: • You tell the truth. Sugarcoating won’t fix it. Residents and teams need to hear, “Yes, it’s broken and here’s what we’re doing to change it.” • You do the basics brilliantly. Answer the phones. Return messages. Follow up on work orders. Be visible. Consistency becomes your credibility. • You over-communicate. Updates. Timelines. Wins. Delays. People forgive problems when they feel informed and respected. • You clean house if you have to. One toxic employee can undo every ounce of progress. Protect your culture like it’s your NOI because it is. • You don’t expect instant forgiveness. Reputation is earned in inches, not PR campaigns. Turning around a property is gritty, emotional, unglamorous work. But when it clicks when the phone rings again, when residents start to believe, when the team lifts their heads it’s magic. The secret? It’s not strategy. It’s consistency. What’s your go-to move when rebuilding a community’s reputation? #PropertyManagement #TurnaroundLeadership #ReputationRecovery #MultifamilyOperations #CultureOverChaos #OperationalExcellence #LeadershipInTheTrenches #ResidentExperience #TeamVisibility

The best comms move you can make? Shut up. Most planning comms defaults to the same approach. But deep down, everyone knows the format’s broken. You book a hall. Print some boards. Hope people turn up — and then spend the evening being shouted at by the same handful of opponents. You do your ‘messaging’, print your leaflets and enter endless rebuttal with opponents. For a recent airport planning application, we tried a different approach. A blank sheet of paper at the start. No talking points. No exhibition. No panels. Just small groups of residents and key stakeholders — supporters, objectors, and everyone in between — brought together in properly moderated workshops. It wasn’t about convincing anyone. It was about listening. Actively. And making sure people felt heard, not just managed. What we got was far more useful than a stack of feedback forms alone. We heard the real concerns. The things that actually needed fixing. (And we discovered that the client was already doing the things people were calling for!) And we uncovered support that would’ve stayed silent otherwise. THEN we crafted our message. And we had over 2,000 people expressing support. For an airport. Taking this approach from the beginning is way more effective than the ‘normal’ way. You still face objections. But they’re clearer. More focused. Easier to respond to. And instead of wasting energy managing outrage, you can get on with building trust — and making progress. Ensuring the support comes through from the very beginning all the way to the point of decision making.

👍 If I were the Public Information Officer or Communications Director for a city—even just for one day—here’s exactly what I’d do to deliver measurable impact. 🎯 First, I’d ensure existing residents feel informed, valued, and included. That starts with clear messaging across social media, email newsletters, and neighborhood groups. I'd prioritize timely updates, upcoming events, and city initiatives that actually affect their daily lives—because consistency builds trust. 🎯 Second, I’d establish a new resident onboarding strategy. When someone moves into the city, they should automatically be welcomed with a digital or print “Welcome Packet” that introduces key services, contact info, event calendars, trash and recycling schedules, and how to stay connected with city updates. This builds immediate engagement and prevents confusion. 🎯 Third, I’d create a direct line of communication with existing businesses—not just when permits are due, but throughout the year. That could include a monthly “Business Brief” email with updates on city projects, economic initiatives, grant opportunities, or upcoming public works that may impact foot traffic or operations. When businesses feel supported, they stay longer and reinvest in the community. 🎯 Fourth, for new business license recipients, I’d trigger an automated outreach campaign—perhaps an email or personal welcome letter from the mayor’s office—thanking them for choosing the city. I’d link them to business support services, networking groups, ribbon cutting opportunities, and a city contact they can actually call. ✔️ The common thread? Proactive communication that’s tailored, timely, and genuinely helpful. Too often, cities are reactive. But if you plan ahead, you can build systems that engage the public year-round, not just when there’s a road closure or an emergency. ✔️ Smart communication isn’t loud—it’s strategic. And if I were running a city’s communications for a day, that strategy would reach the right people with the right message at the right time. #PublicRelations #CommunityEngagement: #CityCommunications #ResidentOutreach #NewResidentWelcome #SupportLocalBusiness #TargetRiver #TheTargetMarketer