SAN DIEGO—Multifamily operators are facing an onslaught of package deliveries this holiday season, especially in light of the dramatic increase in online shopping. Joe Greenblatt, president and CEO of locally based Sunrise Management, thinks owners and managers must evolve and adapt to the changing needs of residents, their onsite staff and the physical limitations of their rental offices—and the package dilemma is a perfect example. We spoke exclusively with Greenblatt about the problem and some solutions.

GlobeSt.com: What issues regarding packages do multifamily operators need to pay attention to as the holidays approach?

Greenblatt: Multifamily operators' first concern as we approach the holidays should be to prepare for the onslaught that is inevitably coming. It will be bigger than ever before and we are most likely unprepared for it. Questions to consider are: Do we have enough secure space? Do we have a system for tracking receipt and disbursement of packages for our residents? Do we have adequate staff in our budget, available and scheduled to do the work? I find that most multifamily communities come up short in all three of these areas.
GlobeSt.com: What new solutions are there for managing the ever-growing number of packages being delivered to multifamily properties?

Greenblatt: Solutions range from simply not accepting packages—which means angering or even losing tenants—to investing in one of the growing number of automated package-handling systems on the market. These latter solutions all rely to some degree on onsite “package lockers” and require significant capital outlay, planning and time. In some cases, they provide valuable 24/7 access for residents, as well as ancillary income for property owners—a tangible return for these owners, who decide how long a locker will hold a package and when and how much to charge the resident for the service.

In every case, these systems relieve the community team members of an often-ignored and growing burden: a deluge of packages resulting in hours and hours of physical labor. Properly implemented, they allow the site team (without additional staffing outlays) to stay on task, avoid potential workers'-comp injuries and support resident service and satisfaction. As automated package-handling systems are increasingly purchased and implemented, they will be at first points of differentiation for residents and eventually may become another resident expectation/standard amenity.
GlobeSt.com: How do you see this trend evolving as e-commerce continues to grow?

Greenblatt: The online shopping industry is on fire. Multifamily owners and operators are starting to recognize the depth and importance of emerging issues surrounding package handling. As we work through this holiday season, they will be forced to confront the evolving needs of residents in our e-commerce world.
GlobeSt.com: What else should our readers know about this topic and related issues?

Greenblatt: It is easy to fail to recognize this sea change in consumer behavior and expectations. The potential for unhappy residents, who during the holiday season may be unable to take delivery of their packages conveniently, is high. The specter of unsecured packages overflowing out of package storage rooms and into leasing centers, hallways and other common areas—and all of the attendant risks and problems—looms as the holidays approach.

The failure to anticipate the immense volume of work and the pressure put on our management teams is perhaps our greatest risk. Preparation and foresight are critical—and the key to happy residents.

GlobeSt.com: What issues regarding packages do multifamily operators need to pay attention to as the holidays approach?

Instant Insights /

Apt. Managers and the Holiday-Package Dilemma

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