It's starts from the moment they walk in. Tell prospects everything!

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.

My typical move-in orientation is 45 minutes, but have take well over an hour at times. My longest was around 2.5 hours. My first question is always "Did you get a chance to read the lease?" 90% of the time they admit they didn't. My goal is to ensure they know what to expect from me, and what I expect from them.

Fantastic reminder! Thank you!

I love this and agree wholeheartedly!!!

My typical move-in orientation is 45 minutes, but have take well over an hour at times. My longest was around 2.5 hours. My first question is always "Did you get a chance to read the lease?" 90% of the time they admit they didn't. My goal is to ensure they know what to expect from me, and what I expect from them.

Well said

I recently had a call with investment consultants. We discussed how good property mgt is a high touch high level of engagement. Well run properties are not operated by remote control from a distance.
Hands on high touch makes a difference.

I’ve created cheat sheets for residents. What days can I pay rent? What if I pay after that day? How do I pay my rent? How do I submit a maintenance request? What’s an emergency request? Are things really fixed in 24hrs? What if I decide to get a dog or a cat? What if I park my car not in a parking spot? What can’t I place on my patio? When do I tell you I am moving out? Or staying? How do I clean my floors, counters, bathtub?
Stupid shit that matters. Then I tape it to the inside of the cabinet door.

Yes, yes, and yes!

Love it sharing with my team

I love everything about this post!

Omg. I love this. I have been doing this at my properties for 20+years with the most patience care and respect and people actually appreciate it. The feedback I have received over the years has been phenomenal even when they forget and I have to charge them I kindly remind them we had the discussion so it’s a mistake with a price tag. I don’t get as much resident interaction now but this honest respectful open resident communication from day one minute one is sorely lacking in the business right now.