RENTER EXPERIENCE
HAILEY THIEL | BLDG MANAGEMENT
THOUGHTS
LEAP THOUGHTS is a new series of commentaries written by AAMD Leadership on Teamwork and Team Excellence
Redefining the Resident Experience
Experience is everything and a new generation of renters are seeking out a higher level of service across all asset classes. They demand immediate attention, immediate gratification and immediate resolution. Delivering on these expectations is nearly impossible. Or is it? Crafting an exceptional customer experience is no small task, but it has become a critical element to success for multifamily operators. This process requires us to anticipate the future needs of our clientele and put programs in place that automate and reinforce an emphatic level of care.
The foundation for this, quite simply, rests firmly on the backs of the person or people carrying out the mission and their passion for delivering encounters that that are nothing short of extraordinary. Beyond that, vision and creativity are vital- you cannot let what you know stifle what you can imagine. What might feel like " reinventing the wheel " could be the next best thing in property management, especially when we are working to“ wow” the resident.
Staying relevant to our customer base, in a market where a high level of customer service is the standard, requires us to stay nimble and embrace innovation. It requires us to adapt and quickly implement changes to our thought process or day to day practices. It demands that we get comfortable being uncomfortable and step outside of the leasing box and constantly customize our approach.
Pushing the envelope in the customer experience arena is something our Highlands team has
done, and continues to do really, really well.
We did not take a one-size-fitsall approach to leasing – each experience was tailored to the individual. Each tour, follow-up and move-in experience was unique and we spent a significant amount of time getting to know our prospects which allowed our team to craft highly personal experiences along the way.
A " Colo-RAD-o " basket, complete with gear and“ places you must try” gift cards, welcomed a new Denver resident to town. Craft Beer Making equipment was strategically placed in a mini-model for a prospect who was wrestling with the decision of a one-bedroom or a studio. At the residents’ request, a community kick-ball team was organized and team t-shirts sponsored by a nearby restaurant.
Most recently,“ Julian the Elf” made an appearance for a community Elf on the Shelf Instagram scavenger hunt that had our residents stalking the illusive elf before they were out of their pajamas.
These are just a few of the examples our team has deployed to attract and retain great residents.
These highly personal touch points and curated interactions have transformed communities into villages and created places where neighbors become friends.
If you want to differentiate yourself, your community and your brand you must be devoted and empowered( this is essential to your success) to explore uncommon alternatives to the status quo. Each interaction is important and you don’ t have to have a lot of budget to make them exceptional – imagination and a high level of care will tip the scales.
Do you have a story or idea about developing at Team First approach in your organization? Send it to us for publication consideration at cdean @ aamdhq. org
THE METRO DENVER APARMENT INDUSTRY COMPENSATION REPORT FEATURES AVERAGE & MEDIAN SALARIES, BONUSES, ALLOWANCES, HIGHS & LOWS, AND DETAILED ANALYSIS FOR ALL POSITIONS IN THE MULTIFAMILY INDUSTRY.
order today at www. aamdhq. org www. aamdhq. org FEBRUARY 2017 • TRENDS | 33