What’s Actually Broken

The tenant says the technology isn’t working. “It’s bad. It doesn’t work.” What are your next steps?

• Listen, investigate, validate, resolve
• Circle back with clear access instructions
• Offer another tech fair to improve education
• Or … D) all of the above

This week in Yardi sessions, I heard housing leaders share solutions like:
• Host daily Zoom calls for two weeks to roll out RentCafe
• Mandate 100% compliance for online access

All focused on the tool and necessary.

But in a recent case we worked through, the issue wasn’t technology.

It was a 𝘳𝘦𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯 𝘨𝘢𝘱 tied to an eviction matter.
A deeper problem, hiding underneath a louder one.

The work isn’t just fixing what’s said or defaulting to blame technology.
𝐈𝐭’𝐬 𝐮𝐧𝐜𝐨𝐯𝐞𝐫𝐢𝐧𝐠 𝐰𝐡𝐚𝐭’𝐬 𝐚𝐜𝐭𝐮𝐚𝐥𝐥𝐲 𝐰𝐫𝐨𝐧𝐠 𝐚𝐧𝐝 𝐡𝐚𝐯𝐢𝐧𝐠 𝐭𝐡𝐞 𝐝𝐢𝐬𝐜𝐢𝐩𝐥𝐢𝐧𝐞 𝐭𝐨 𝐬𝐨𝐥𝐯𝐞 𝐭𝐡𝐚𝐭 𝐢𝐧𝐬𝐭𝐞𝐚𝐝.

𝘱𝘩𝘰𝘵𝘰: 𝘵𝘩𝘦 𝘈𝘵𝘭𝘢𝘴 𝘴𝘵𝘢𝘵𝘶𝘦 𝘢𝘵 𝘙𝘰𝘤𝘬𝘦𝘳𝘧𝘦𝘭𝘭𝘦𝘳 𝘊𝘦𝘯𝘵𝘦𝘳 𝘵𝘩𝘢𝘵 𝘴𝘺𝘮𝘣𝘰𝘭𝘪𝘻𝘦𝘴 𝘴𝘵𝘳𝘦𝘯𝘨𝘵𝘩, 𝘦𝘯𝘥𝘶𝘳𝘢𝘯𝘤𝘦, 𝘢𝘯𝘥 𝘵𝘩𝘦 𝘣𝘶𝘳𝘥𝘦𝘯 𝘰𝘧 𝘳𝘦𝘴𝘱𝘰𝘯𝘴𝘪𝘣𝘪𝘭𝘪𝘵𝘺.