RESIDENT RETENTION
ASHLEY TYNDALL | CRITERION B AGENCY
4 Methods for Improving the Resident Experience
THREE BIG ASKS
Three requests all property manage-
ment teams should ask of happy
renters:
Leave an online review
I
t’s no secret that happy residents lead to
increased lease renewals, positive online
reviews, and personal recommendations.
However, sometimes how properties can
improve the resident experience and make a real
impact can seem like a mystery.
Here are four actionable methods for
improving your resident experience:
1. CREATE A TOP-NOTCH INITIAL
EXPERIENCE
Don’t save the best for last — a recent survey
by Ellis Partners highlights that a strong fi rst
impression is critical to creating the foundation
for a positive resident experience.
Properties can boost resident experience
from day one by visiting each new resident
within a week of their move-in. Th is will allow
property managers to assess the renters’ level of
content and immediately address any concerns or
issues. Right off the bat, this eff ort sets a tone of
care and consideration for the renter.
On the other hand, once you have a poor
fi rst impression, the likelihood of a better
experience in the eyes of the customer is low.
Additionally, residents begin making their
renewal decisions during the fi rst month of their
www.aamdhq.org
lease based on initial experiences — happy
residents become loyal residents.
2. SWITCH FROM BENEFITS TO
VALUE
Rather than solely focusing on the features
and benefi ts, properties should prioritize the
added value they can bring to their property, and
therefore, to their renters.
Provide feedback on their
renter experience
Identify one aspect that
needs improvement
The biggest return on investment
properties can receive from happy
residents is the positive recommenda-
tions they share online.
Value is what makes your property unique
and a better living solution to other places. Th e
more value a renter percieves, the happier they
will be with their decision to rent with your
property and the more likely they will be to
renew. The fi rst request properties should
For example, substantial value to renter
experience can be added through a reliable and
effi cient service delivery program. In fact, 57
percent of building managers state that quick
response times and prompt completion of renter
maintenance service requests are major factors in
positive resident experience. management team, renters are likely to
A few additional ways to add value and
improve the resident experience while
maintaining low costs are routine maintenance
check-ins, inside and outside paint touch-ups,
keeping a low move-in deposit, and regularly
maintaining any outdoor landscaping.
make of these renters is to leave a
review of the property online. With a
positive renter experience created by
the continuous efforts of your property
leave positive reviews that help draw in
new leads.
It’s important to ask for feedback and
discover what area of your customer
service your renter felt was lacking.
This can help your team make improve-
ments and increase renewals and
resident experience in the future.
JANUARY 2020
TRENDS | 37