Good morning!

A change of rhythm this week - our newsletter lands Wednesday instead of Monday. We’ve still got plenty of week ahead, so let’s stay focused and make it count.

— Lucas Robinson, Founder & CEO at BudgetMailboxes.com

🎯 This Week’s Strategy:

• Resident Communication Segmentation Strategy

🤝 Boardroom Brief:

• Bexar County Evictions Return to Pre-Pandemic Levels

Strategy

🎯 Resident Communication Segmentation Strategy

Property managers often communicate with residents as though every tenant has the same needs, priorities, and preferences. In reality, residents respond differently depending on factors such as lease stage, property type, communication preference, service history, and level of engagement. A Resident Communication Segmentation Strategy helps property managers organize residents into meaningful groups and tailor messages accordingly, making communication more relevant, timely, and effective.

How Property Managers Can Implement a Resident Communication Segmentation Strategy

1. Identify Meaningful Resident Segments

The first step is to determine which resident characteristics are most useful for communication. Segmentation should be practical and tied to specific communication goals rather than creating unnecessary complexity.

Action Steps:
✅ Segment residents by lease stage, such as new move-ins, mid-lease residents, upcoming renewals, and move-outs.

✅ Create groups based on property type, building, location, or community where different operational updates may apply.

✅ Identify residents based on service history, such as those with active maintenance requests or recurring service needs.

2. Segment by Communication Preference

Residents may prefer different channels depending on the type and urgency of the message. Matching communication channels to resident preferences can improve engagement and reduce missed information.

Action Steps:
✅ Track whether residents prefer email, SMS, phone calls, mobile app notifications, or resident portal messages.

✅ Use SMS or push notifications for time-sensitive alerts and email for detailed updates.

✅ Give residents the ability to update their communication preferences whenever possible.

3. Tailor Messages to Each Resident Group

Once segments are established, messages should be adapted to the needs of each audience instead of sending the same generic communication to everyone.

Action Steps:
✅ Send onboarding information specifically to new residents, including community policies, payment instructions, and maintenance procedures.

✅ Provide renewal reminders and lease options to residents approaching the end of their lease.

✅ Send targeted maintenance, amenity, or building updates only to residents affected by the issue.

4. Automate Segmented Communication Workflows

Automation can make segmentation scalable, particularly for larger portfolios where manually managing resident communication becomes difficult.

Action Steps:
✅ Set up automated welcome messages after a resident signs a lease or moves in.

✅ Create scheduled communication sequences for lease renewals, inspections, payment reminders, and move-out procedures.

✅ Use property management software or CRM tools to automatically update resident segments when lease status or other information changes.

5. Monitor Engagement and Refine Segments

Resident communication strategies should evolve based on how residents actually respond. Tracking engagement can help property managers identify which messages, channels, and segments are working effectively.

Action Steps:
✅ Monitor email open rates, message responses, portal activity, and resident feedback.

✅ Identify communications that consistently receive low engagement or generate repeated questions.

✅ Review resident segments periodically and adjust them as communication needs, resident behavior, or portfolio structure changes.

How to Implement a Resident Communication Segmentation Strategy

Define Communication Goals – Identify where more targeted communication could improve outcomes, such as lease renewals, maintenance coordination, resident onboarding, or payment reminders.

Build Simple Resident Segments – Start with a manageable number of groups based on lease stage, communication preference, building, or resident needs.

Create Targeted Messaging – Develop communication templates for each major segment while keeping messaging clear, relevant, and consistent.

Automate Where Possible – Use property management platforms, CRM systems, or communication tools to trigger messages based on resident activity or lease milestones.

Measure & Improve – Track engagement, response rates, resident questions, and feedback to continuously refine communication workflows.

By adopting a Resident Communication Segmentation Strategy, property managers can reduce communication overload, deliver more relevant information, improve resident engagement, and create a more responsive resident experience across their portfolios.

What does a $120k hire actually cost you?

A $120K salary might look straightforward on paper. But once you factor in employer taxes, statutory benefits, payroll, and country-specific employment costs, the number can look pretty different.

And those costs can vary significantly depending on where your employee is based. Before you build your hiring budget, or make an offer, it helps to know the full picture.

Oyster’s Global Hiring Cost Calculator lets you compare employment costs across 120 countries and estimate what a hire could really cost your business.

Run the numbers

Boardroom Brief

Bexar County Evictions Return to Pre-Pandemic Levels

Eviction activity in Bexar County, Texas, has returned to - and in some measures surpassed pre-pandemic levels, with more than 7,200 households facing eviction filings this summer and the county on pace for roughly 27,400 filings by year-end. The trend highlights a growing affordability challenge for renters, many of whom are being pushed into delinquency by rising housing costs and unexpected expenses, while available rental assistance remains far below demand. For property managers, the issue is also operational: evictions can be expensive, time-consuming, and disruptive, with costs extending well beyond court filing fees to include lost rent, repairs, vacancy periods, and turnover. The takeaway is that early intervention through clearer payment communication, structured repayment options, and timely connections to assistance programs, may help reduce escalation while supporting both resident stability and property performance.

Game

🎉 Fun Finale: Play & Poll

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