Property management is rewarding yet challenging. It can be difficult to step away from the day-to-day to evaluate the resident experience on a larger, more long-term scale. Here are a few tips on how you can easily make a positive difference in the lives of your residents and staff.
- Build Relationships
The most important and often undervalued part of the resident experience is the relationship component. Our ultimate goal should be to make residents and potential prospects comfortable and happy. By building a rapport and personal connection with your residents, you can establish trust and an open line of communication. Residents who feel valued are more likely to renew their lease and recommend the property to others. To build a quality relationship you must express a genuine interest in your residents. Listen to their needs and maintain an open yet friendly dialogue.
- Maintain an Open Line of Communication
Prioritize communication with your residents, prospects, staff and partners. Consistently update all parties on new procedures, safety concerns, deadlines, events and activities. A newsletter, flyer or email update will go a long way in ensuring the safety and happiness of your residents and staff. With this open line of communication, you're managing risks and building positive relationships. Let residents know if the renewal deadline is approaching or if the pool has been temporarily closed. Also, be sure to share the fun things happening in and around your community. Get your residents involved and make it an enjoyable experience for all.
- Deliver Information in a Clear and Professional Manner
Provide clear instruction to your staff on how to best meet the needs of your residents and prospects. Resident information should be delivered uniformly so that everyone is on the same page. To effectively educate your prospects and residents, you must start from day one. Provide clarification and guidance on lease terms and responsibilities, go over the community policies and prepare residents for move-in. Extend this education to resident activities like how to pay rent, maintenance request procedures and where to find amenities like the mailbox or the bus stop.