Not only do property management companies have to worry about the customer experience, but the resident experience too!

Creating a great customer experience begins at the first interaction – online, over the phone, or in person. This impression can set the tone for the rest of the customer experience.

Each interaction encompasses how a person feels before meeting with leasing, while meeting with leasing, and after meeting with leasing.

First impressions play a significant role – and rightfully so!

How a customer is treated can help determine whether they want to upgrade to a resident, or not.

First impressions are a great start to building a relationship. That’s if the impression was a positive one. A negative first impression will leave people running in the opposite direction.

It’s during this period where customers deserve to be wow-ed!

When a customer turns into a resident, know that they are still a customer. Just now, there are more factors at play that can either enhance or diminish their experience – make them want to stay longer or move out as soon as possible.

Maintaining a good impression throughout is important.

Remember when they were a customer and you were worried about the first impression period?

Well, there’s a first impression period for when they’re a resident too!

Typically, this impression lasts 90 days. Ninety days is a good rule of thumb for people to get settled in, figure out a routine, and get acquainted with how things operate. It’s a duration where leasing agents do more check-ins with residents to see how things are coming along and if they can do anything to help. After this duration, the check-ins become infrequent and slowly fade.

Except, what if a resident doesn’t stay for 90 days?

What if they’re only there for a month?

Residents should be “impressed” each day, not just 90 days.

Toss that ninety-day rule to the side.

For instance, at our apartments we offer short term leases, even month to month if that’s what a resident needs. We do this because we want to accommodate to the resident. Therefore, everyday should be just as, if not more important as the next.

The residents who have called a place home for 20 years, 5 years, 10 months, or one month shouldn’t be treated any different.

Every day is a new day to make their experience grand.