Re: Taking on a new property, what are some of the best ways to get off on the right foot with the residents?

I’m about to take on a new property, what are some of the best ways to get off on the right foot with the residents?
Ownership also struggled with the last management company, what are some ideas on how to make some immediate improvements?
It’s a newer property and has a young-middle age demographic. Not sure of budget or anything like that yet.

You gotta find the biggest, strongest resident and fight them on the first day- that will establish your dominance and show the other residents that you're not going to be pushed around.

Jonathan Cheville this wins the internet today! This had me rolling. 

Host a resident event as quickly as you can (we used to do same day of take over, just a wine and cheese easy set up situation but stayed open late). Residents will come home from work, get notice of change of management either to their door or email & immediately have questions. Be there, staff it as best you can, be friendly and answer as many as you are able. That’s really my best advice, it was a game changer for us. Also, warm calls. Pick up the phone, leave voicemails, let them know you’re a human & you care/are there to help with anything that wasn’t running smoothly.
Also, write it all down (you’re not superhuman), add reminders to your calendar & follow up/follow through.

Ask each resident if they need any repairs. It will take several months but you will get them caught up. The residents will love you for it.

I guarantee that according to the residents no one has ever repaired anything in their apartment ever and nothing works properly. I would smile and say that we'd be happy to check out any concerns so if they'd please write them down and include their apt #, name and phone number that would be great. I'd say that way we can start to prioritize needs and that will help us to make a plan

Find the 1-2 biggest/longest running projects that have been not fixed for awhile and address them immediately. They will notice.

Talk to your residents! Find out who the tank bosses are (the ones who know the most the busy bodies) but also send out an email introducing yourself. Then hold a resident event meet and greet with what the budget allows. Doesn’t have to be big, but something they feel apart of and getting to know you.
Do unit inspections immediately after proper notice to residents and that will give you the majority of your answers.
Before you think about improvements look at the budget, and the property. Make your lists what’s gonna be cap ex? What can the budget handle now? And since budget season is over for 2024 look at it and see where you can work improvements into that budget and think about what can hold off for 2025.
Get involved with your Maintenace team because they should be able to tell you where the improvements are needed.
Start with the simple doable things to make a difference. The rest will come with due diligence and getting to know your property

Happy hour!!!

Obtain the work order summary from previous management company and have your team call each resident to check on the last work order done. Was it done, were they satisfied and ask if there is anything urgent on the list? Introduce your team and show that you do care. This is a sure way of breaking the ice with your residents and one you more likely able to resolve. Be sure to have your owners support and funding . If you have limited resources, focus on the residents with more work orders - they are likely the squeaking wheel and will tell everyone you did someone good.

Definitely recommend surveys. SatisFacts does takeover surveys. It's a fast, effective way to find out what's been lacking, what residents like (ie events), and general pain points so you can better understand where to prioritize efforts and budget.

All of these are great comments!

1) "Meet the new staff" event
2) Find 1-2 things you can "fix" for the residents to show that you value the community
3) Have "Office Hours" where residents can come chat with you about whatever they want
4) Send our a building-wide email asking for any work orders that may have been previously missed
5) Go out of your way to create organic positive experiences. A smile, some small talk, etc.
6) Find your supporters. Make connections with the people most excited for your to be there and show them your worth. They will do the hard work of brining along the rest of the building.