The move-in experience can often make or break a relationship with a renter, affecting their entire experience and determining whether they decide to renew or terminate their lease. In 2021, handling safety concerns and fostering positive relationships at the same time is more important and difficult than ever.
In February’s POWER PANELS webinar, Jennifer continues the series with “Creating an epIQ Experience.”
This webinar explores what management and onsite teams can do to make a lasting first impression on move-in day and before, and how this crucial period can help secure renewals and set the tone for a positive relationship between onsite staff and residents.
Kindness Over Distance
Securing a prospect for move-in is not the end of the journey. While the process of finding a resident can be a long one, the work doesn’t stop there—in fact, it’s just beginning. The first few days before a resident moves in, including the move-in day, can really set the tone.
More and more, our research has shown that renters are willing to move if they’re not happy, even in the middle of a pandemic. So, how do you reassure your new residents that they made the best leasing decision and ensure that they feel welcomed to the community?
The process for many begins even before visiting a community. Our epIQ Index scored an 8.8 on a scale from 1 to 10 when it came to how helpful it is for individuals searching for a new home. This demonstrates just how vital it is to establish a strong first impression of your community and its amenities, day-to-day life, and overall responsiveness of onsite staff.
Promotion is the best tool for attracting prospects, and this includes social media as well as community pages on ApartmentRatings. Offering and setting up virtual tours and sharing the links on social media can get more eyes on your property, as well as featuring a ‘unit of the day’ that prospects can see in detail. Highlighting specific unit amenities and regularly showing newly available units can prove consistency and establish your community’s record of going above and beyond to keep residents happy.
Above and Beyond
There has never been a better time than now to prove your sense of initiative and community. With the added obstacle of remaining socially distant, creating a connection can be difficult. There are still strategies you can use to ensure that new residents feel welcomed and their needs attended to.
The make-ready process is crucial. Having multiple unit inspections by different members of management can ensure nothing is forgotten. With personalized maps and pre move-in packages that show just where everything is, you can eliminate the confusion and day-one uncertainty for new residents. Make the extra effort to call and ask about any issues, and you open the opportunity to clear up any issues as they happen, eliminating the possibility that concerns go unanswered and foster uncertainty about your community.
Practice What You Promise
Prospects and residents need more than words to feel confident that a community is the right fit. How management markets a community and how they make the move-in process easier can be used as either a pro or con on their list of reasons not just to renew, but to stay for the duration of their lease. Know that renters want to see your community life, and even a little pre-planning can feel to renters like a lot of thought was put in on the part of management.
Watch the Recording Now!
Want more info about this topic? Watch the webinar recording and learn even more about how to create an ‘epIQ’ experience for renters and keep them happy during the pandemic!
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