Are you a property management company looking to ensure your residents’ complete happiness and satisfaction? If so, you know that their experience can make or break your reputation and tenant retention rates. And be in the way of bringing in those high-quality renters. However, identifying specific areas where residents may be unhappy or confused can be challenging. Letting those issues go unaddressed can result in residents considering moving out.
To help you bridge the gap in the resident experience, we’ve compiled seven practices to consider. Implementing these suggestions can lead to a more positive experience for your residents, increased retention rates, and a better reputation in the industry. Don’t let dissatisfied residents slip through the cracks – stay ahead of the competition by using these suggestions to keep your residents happy and satisfied.
1. Simplify Rental Processes:
Did you know that more and more residents are choosing to pay their rent online these days? In fact, about 3/4 of residents prefer to pay their rent online. But it’s not just a matter of convenience. Everybody has their favourite way of doing things, so offering different payment options is essential to find what works best for them. It’d also be great if the payment options allowed periodic automatic payments to make things even easier.
2. Start Strong with Clear Guidelines:
Like our residents, we all tend to get used to the systems around us and act accordingly. That’s why it’s crucial to establish clear expectations about what they can expect from us. Setting unclear or inconsistent expectations can lead to significant frustration and confusion among residents, which is never a good thing.
Most residents make a considerable effort to comply with the guidelines that their property manager has put in place and try to find answers about the property on their own to avoid bothering them. Therefore, it’s essential to ensure that all guidelines and rules are easy to understand and accessible to everyone.
3. Go Beyond The Working Hours:
When it comes to managing a rental property, non-business hours can be just as important as working hours. After all, emergencies can happen at any time, and residents often need to take care of administrative or maintenance tasks when they’re not at work. To make things easier for everyone involved, it’s essential to provide a reliable point of contact outside of business hours. It can help with emergency repairs and provide peace of mind for residents. Additionally, a resident portal can be a game-changer for tenants who want to complete processes independently. By offering these resources, property managers can create a more engaging and efficient rental experience for everyone involved.
4. Offer the Best After-Sales Service:
Ensuring residents feel appreciated and valued beyond the leasing process is essential for creating a truly captivating experience. Consistency is crucial in this regard. It’s important to always address any feedback or assistance requests in a timely manner and to take resident feedback seriously. Even if you cannot immediately act on every issue, it’s essential to make sure residents know that their concerns are being heard. To keep things easy and convenient, reach out proactively to residents and ask how you can improve their experience.
5. Quick Acknowledgments and Clear Timelines:
As a property manager, you’ve got a lot on your plate. Calls, emails, and messages flood in day after day, and it can be overwhelming. But don’t worry; there’s a better way to handle it all without sacrificing your sanity. The key is to let your residents know you’ve heard them and are working on the issue. They’re happy to wait a little longer as long as they know they’re not being ignored. And trust us, they’ll appreciate updates on what’s going on. Our suggestion? Use a resident portal to keep everyone in the loop. And remember, email and messages are the way to go, with phone calls a close second.
6. Heads-up on Visits and Work:
When it comes to communicating with residents, it’s important to prioritize their needs and always give them a heads-up. Whether you need to access their apartment or schedule maintenance work, be sure to let them know well in advance. And if you’re planning any repairs or property-wide improvements, providing even earlier notice and gentle reminders can go a long way. After all, residents have busy lives and don’t want to be caught off guard by any disruptions. So if there will be any interruption to their Wi-Fi or water supply, it’s always best to give them a heads up ahead of time. And if you can offer some flexibility on timing, even better!
7. Be The Best with Proactive Care:
Ensuring that the property is well-maintained and free of issues is key to providing a positive experience for residents. By proactively identifying and addressing any problems, you can show your commitment to quality service and resident satisfaction. Regular inspections are an effective way to catch and resolve minor issues before they become major headaches.
Lastly, don’t underestimate the importance of a good first impression. A well-presented unit can make all the difference in creating a positive experience for potential residents. On the other hand, a unit with issues or lacking in appearance can leave residents feeling uneasy and set a negative tone for their time on the property. Make sure to prioritize the upkeep and presentation of the property to set a high standard for resident care.
The post Beyond Renting: 7 Practices For Happier Residents! appeared first on RealSage.