Good Communication vs. Good Luck

We often discuss how global companies and retailers can learn a lot from the intensely customer-focused mentalities and good communication tactics of many small businesses. I am now in the depths of navigating the recent rather quick sale of my home and subsequent move into an apartment while our new home is built. This move is a big change for my family and comes right on the heels of moving to a new school last year.

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OK. No worries – my family is used to change. Plus, with a marketing and change management consulting background, I’m an advocate of good communication. We talk openly about the impacts of big family decisions and how we’re going to handle them. So I’ve got that covered.

What I wasn’t prepared for was the lack of communication from the property management company. This is a fairly large organization with many properties and a pretty decent lessee web portal, so I would assume that they’d have the “New Lessee Welcome Packet” ready and waiting for me when I picked up my keys. I expected this packet to be just choc full of area information, instructions about the property’s facilities, recycling and waste disposal procedures, important phone numbers, etc. Perhaps even a little welcome package with coffee and dish soap to get us started. Unfortunately…I got nothing. Nada. Zip. I was simply handed my keys and told “Good luck.”

Good luck? That’s it??

Granted, I’ve bought, sold, and moved many homes in my lifetime, and countless apartment rentals prior to entering the fun that is homeownership, so there’s not much I can’t handle or figure out on my own.

But it shouldn’t be that way. I have two full+ time jobs: The Parker Avery Group and Mom, plus now the task of unpacking and making the apartment livable for the next seven months. I really don’t have a lot of extra time to be figuring out where to take my recycling, who to call to get my internet set up, or how to obtain a key for my little apartment mailbox. And – most importantly – know what restaurants provide take-out and delivery. These may seem like small things, but multiply them by about ten and they become individual elements – and headaches – of the larger change.