Resident Retention - Move In process

I'm interested to know what types of checklists are being used out onsite to ensure a GREAT move in experience. I know I had made my own years ago and it reminded me to show all new residents the ins/outs of the amenities, like how to get into the fitness room after hours, where the drop box is located etc. Also, a member of the maintenance team and office team walked the apartment with the new resident and checked off that they had shown how to find the water shut off, smoke detectors, furnace filters, etc. It's so important to make sure that each move in has a positive experience and we all know that resident retention starts the day they become residents, if not the day they apply.

Can anyone share their process/checklist forms?

Hey Tammy - I think that is a great idea. We do have a file in the system for apartment inspection, but we don't have anything yet for the move-in process directly with the resident. Hopefully somebody will share!

Hey Tammy,

I have a couple of move in/move out samples that I can send to you. How do you want me to get them to you?

perfect - thank you so much! Just send to my work email, it's [email protected].

When I get my forms completed and a policy written, I'll post it to your file bank to share with others.

Thanks for sharing, Kevin. And Tammy, thanks in advance for putting it in the File Bank - I'm sure there are others that would want to see it as well!

I often wonder about information overload on move in day. People are so excited, exhausted and or overwhelmed that they only hear half of what you tell them. The checklist is a great idea, I just wonder when the information is best presented.

That's a GREAT point, Mike. Considering how important the move-in process is even to the eventual renewal a year later, maybe it should be a two step process - if anything, a second call to make sure all is going well.

Valid point Mike - I think a 2 step process is exactly the way to go...inspect the apartment with them the first day, just basic stuff with both office and maintenance members. Second follow up visit, you could get into the checklist and show them how it all works. The only risk you take in waiting is that they will have moved everything in so may be harder maneuver around their belongings. Plus, the resident might not want you back in their home. I guess maybe an apartment manual as a leave behind would always be an option as well.

I am completely against paperwork on move in day. It's so much better to have gone through everything with the prospective resident when they aren't sitting there with a Uhaul that costs more by the hour, a group of friends helping them move who all have something better to do that day, and the overwhelming pressure of setting up a new residence.

I always advise clients to have a meeting to review the paperwork, policies, procedures, etc. Move in day is stressful enough; why should we (of all people) add to their stress?

Just my two cents.

I agree Lisa! No need to create one more obligation on that particular day, especially when the decision to renew actually begins on that move-in day. What our teams do (or don't do) will set the stage for their entire residency. The easier we can be to do business with, the less likely they will be to have "renter's remorse."

i agree on the information overload concern - a great option is to set the initial meeting to review the apt. basics, etc. then i usually give a call 24 hrs. after move-in to make sure their experience was positive, offer touch-up paint for those expected move-in dings and scratches, and double-check to see if they need anything or have noticed anything that needs to be brought to my attention. It helps to build the necessary rapport with a new resident, and doesn't overwhelm them on an already important and stressful day.

One thing we have done to reduce the pain of moving day is schedule the lease signings for 1-2 weeks after they apply. This has really reduced the number of cancels we've had as well the past year.