or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy
Poring over the recent survey carried out on housing customer self-service portals, built by Ade Capon, Brett Sadler and I, some clear insights are evident.
One is that the social housing sector is clearly no Amazon or Ebay, although really should we be? Think about it, we are not quite as transactional as those organisations, but should we not be aiming and having our suppliers aim for something approaching this? I have long since banged on that we should try to lead digitally, not just be an 'us too' philosophy on this.
Looking at answers to questions on volumes of visitors each month to our portals, its exceptionally low. The tenants just don't seem to be coming, although we have clearly built it, (our on-line portal that is). Too many organisations seem to have 'not promoted it' and looking to do so 'soon' or 'in the future'.
Do you seriously think that Levi Roots produced his 'Reggae Reggae' sauce and waited, 'for them to come'? Well if he did, his condiment would never have found its way into my fridge, if he had. Now Levi could not have sent all 60 million people in the UK his hot sauce to sample, but the equivalent for us is to enrol all our customers for our portal and urge them to use the username and one-time password to log-on.
Mentioning it in our quarterly newsletter, posters in reception, the back of toilet doors in reception and participation groups all still helps. Pre-sign up has been proven to have the biggest impact. To those naysayers out there who are mouthing the words 'data protection' at me now, I would ask if your local taxi firm gave you a declaration to sign, before they SMS'd you details of your cab on its way? Now if its the silver Merc thats one thing, but if it's the custard coloured Datsun again, I will be changing taxi firm, I tell you.
You are already in a transaction with your tenants. Possibly one of the most important of their lives. Keeping a roof over their head. As long as you explain what it's all for, how to opt out, it should all be kosher. It's a fact, RSLs that do self enrol, receive 25% or more regular interactions on-line. Which is pretty good.
Getting tenants online is a different matter, you might want to access this link: http://tonysmiththathousingitguy.blogspot.co.uk/2015/05/i-promised-you-meracle.html for some practical ideas. To be successful, getting our customers to get with it, with us online, we need to be more bold. Otherwise we are just missing a trick.
Related Post: Are you at least doing the basic self-service stuff?
I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.
Everything But The Girl - Missing.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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