“Well begun is half done.” Aristotle, philosopher
What an applicable mantra for the apartment industry! Those first few days and weeks that a new apartment dweller experiences often make a lasting impression about the community and, ultimately, affect your online reputation.
In our daily review of hundreds of online reviews, my team sees comment after comment illustrating how welcomed the residents feel in their new apartment homes. An unkept stairwell, broken ceiling fan, no mailbox keys – may be translated as carelessness or indifference. This can begin a cycle of disappointment by the resident about service and upkeep.
On the other hand, an onsite team can set the bar high with a welcoming approach and well-prepared apartment homes. The goodwill a property can gain from this is reflected in 5-star ratings and comments about exceptional, above-and-beyond service!
Remember, a new resident may be a little anxious about a new apartment, in a different community, with unknown neighbors. You can start off on the right note with small thoughtful gestures which will put them at ease and make them feel right at home. Perhaps it’s a welcome note or the maintenance team addressing any concerns during or just after move-in, this commitment to your residents can make all the difference.
Tip 1: Make move-in day the best day for a new resident.
“Admin was super friendly and helpful, they supplied us with a dolly and elevator key to make this move easier for us. Our apartment was filled with cute swag as well!
Moving into a new apartment home can be a daunting process and this onsite team has made it actually pleasurable! The investment was minimal yet it reaped many rewards in the perspective of this resident – and the property’s online reputation.
Tip 2: Do a unique welcome for your new resident and provide goodies for the entire family.
“The team even had a welcome home sign made and treats for my dog sitting on my kitchen counter when I first walked in!
It’s often said that it’s the small things in life that often mean the most. Purchase some markers and poster board and do a homemade welcome sign; include some cookies, wine or snacks from a local grocer in a basket left in their new place. These small gestures, again, can provide that extra-special touch that many residents will respond positively to!
Which ways do you welcome your new residents? I’d love to hear suggestions or comments. Go out and serve your residents well today!
About The Extra Mile
The Extra Mile is an online column serving the multifamily industry that features tips and testimonials for providing exceptional service for your residents. Reputation management expert Priyanka Agarwal will share exemplary customer service examples from inside and outside the industry which can enhance a property’s reputation and, ultimately, encourage new leases, referrals, and renewals. For questions and/or comments, contact priyanka@jturnerresearch.com.