It's starts from the moment they walk in. Tell prospects eveything! How you run the community, what you expect, your polices, what they should expect.
At move in explain the lease, encourage them to read the lease. Yes I know it's their responsibility to read but as a human you should have good customer services and tell them anyway.
Some people are from other countries, or it's their first apartment, yes some people just don't know.
*Example :They don't know you don't put pasta down the drain, they just think , hey a grinder, grinder cutts up eveything.
When it's their first apartment, try and make it the best possible experience ever, especially if they are from another country. These impressions last a life time and trust me people go back to what they know. So if they move and their experience isn't so great at the new community guess where their first stop will be when finding another apartment??
During their stay at the community OVER communicate . ( They are going to be mad either way, either because you didn't tell them or because you did. Atleast their mad your truthful with them!)
It starts from the beginning. Leasing agents especially because they are the first a prospects meets that represents your community.
Be honest with fees , hidden fees etc. I get so tired of communities just trying to get the lease and money only, then wonder why they get so many bad reviews , why the residents get upset because the policy's weren't told from the start. Not to mention so much turn over, evictions.
Oh and make sure your team stays on the same page. It can be easy to stray away from what's put in place but then you have residents who know who they can play. Just like kiddos.
If you change polices in the middle of their stay , inform all residents. Post on website.
*Please make sure your making your team feel appreciated and valued. Trust me it goes along way as they are the foundation of your community.
If the foundation is good eveything else falls into place.
Teach your team how to also value and appreciate themselves. Make them read motivational books,etc.
Do alot of team building activities!!!
Structure and great customer service is the way to go. Just my morning rant.