As a multifamily property manager, it is critical to ensure that all residents are adequately set up to use package lockers to maximize the benefits. Achieving 100% resident adoption is key to optimizing locker usage.
Residents are generally enthusiastic about using the lockers; when implemented effectively, they appreciate their convenience. However, unintentional barriers within an apartment complex can prevent residents from embracing the new system and adopt a new smart locker system. Avoiding these barriers to resident acceptance is vital to achieving high adoption rates.
Challenge #1: Inconsistent delivery experience
When automated package lockers are installed, residents expect an end to the inconveniences associated with package pickup, such as limited hours, stolen or missing packages, and the need for staff assistance. Suppose the locker system can only accommodate some packages, with only half of the deliveries directed to the lockers. In that case, residents may become discouraged and less motivated to support the system.
Solution:
Select a locker or room system that can truly accommodate 100% of packages, including an oversized locker to accommodate the approximately 20% of packages that do not fit in standard lockers. In addition, consider oversized lockers that can double as overflow solutions to prepare for spikes in package volume, especially during the holiday season.
Furthermore, including a house account feature is essential, as it allows carriers to successfully deliver packages with misspelled or incorrect names instead of returning them to the facility.
Challenge #2: Monitoring New Residents
Turnover in multifamily properties is inevitable, and new residents may only enroll in the package management system if they are aware of the process. Having a great customer service and many open communication lines with new and existing residents is paramount for the adoption of a new parcel locker system.
Solution:
To introduce new residents to the system, include information about the package lockers or package room in the welcome packet or welcome email. Ensure seamless integration of the package management software with the property management software to update resident information automatically. Lockourier software integrates with all major package management software, providing comprehensive coverage for systems such as Yardi.
Challenge #3: Implementing Basic Use Fees
The decision to charge residents for using our lockers may seem advantageous at first glance. However, it is essential to recognize that most tenants view the ability to receive packages at their apartments as a basic service. Therefore, charging for this basic service may result in a decrease in resident participation. Properties that do not charge for primary use experience a 100% adoption rate, while those that charge only experience a 40-60% adoption rate.
Solution:
The most straightforward approach is to avoid charging at all. However, if additional revenue from the lockers is desired, it can be done strategically.
If you decide to charge for basic use, consider a one-time sign-up fee rather than a recurring monthly fee. The locker provider or our internal billing system can facilitate the processing of fees, eliminating the need for residents to link their credit cards to their locker accounts, which can be a barrier to adoption.
Alternatively, the imposition of avoidable or optional fees can generate additional revenue without generating resistance from residents. For example, a nominal “package hold” fee can be charged to residents who do not pick up their packages within 24-48 hours. Giving residents the option to bypass this fee by promptly picking up their packages or placing their accounts on hold can increase their convenience.
In addition, offering outbound shipping to residents is an effective approach to collecting fees while maintaining resident satisfaction. Residents typically pay a modest fee to ship outgoing packages directly from their lockers, avoiding a trip to the mail center. This added value to their lives is perceived positively, and residents are generally willing to pay a premium for the convenience.
Challenge #4: Lack of Resident Support
Resident satisfaction depends on the assurance of prompt assistance in the event of a problem, especially when adopting new technology. Residents are more likely to adopt a system that provides reliable customer support.
Solution:
Ensure that your apartment management company maintains a reliable and easily accessible customer service team. Residents should be able to access support via phone and email, depending on their preferences. Since the locker system allows residents to retrieve packages 24 hours a day, support should always be available. This is the major incentive behind Lockourier’s 24/7 email and phone support.
Challenge #5: Some Residents May Be Reluctant to Embrace New Technology
It’s not uncommon for some residents to feel uneasy about incorporating new technology into their daily routines, even if it’s intended to enhance their living experience.
Solution:
We should ensure that the user interface of our locker management system is intuitive and easy to use. Interacting with the lockers should be self-explanatory, and we need to minimize any potential frustration by ensuring that our software is responsive. Ideally, the interface should be fun, especially for residents who may be wary of new technology.
Lockourier has developed a user-friendly interface that prioritizes ease of use to address this. The system uses iPads for the touchscreen component because of their standard and straightforward interface, making it accessible to users of all ages.
Encouraging a high adoption of package lockers rates is critical to optimizing our parcel lockers. Low adoption rates can lead to operational challenges and dissatisfaction for residents and carriers. By taking the proper steps before and after locker installation, we can quickly achieve 100% resident participation. By following best practices and minimizing barriers, residents will enthusiastically embrace this new amenity, resulting in long-term benefits for all involved.
If you have any questions about package lockers’ features and benefits, please contact a Lockourier team member today!