While conventional wisdom says you only have one chance to make a good first impression, at move-ins we actually have three chances to make or break a good first impression!
Moving is not something that most people consider being a “good time.”There’s the planning, the packing, the coordinating, the calling, the scheduling, the rescheduling, and more packing. Then there’s the heavy lifting, the loading, the unloading, the floor-planning… and then there are all the people! Family, roommates, significant others, movers, well-meaning friends, and the property team!
Most or all of the mayhem tends to fall on the move-in day, so when the new resident sets foot in the leasing office to sign whatever final documents are needed and collect their keys, you can be sure that new resident is running full steam ahead. So, when they finally reach their new home, are they full of bragging rights or buyer’s remorse?
Here are 3 key steps to perfect (or nearly perfect) move-ins:
1. Keys are available and the lease is prepared.
The team has most likely had days or even weeks to prepare for this new resident, however, on average, 1 out of 20 new residents have to wait for their keys or lease when they arrive at their move-in appointment. Demonstrate how valuable their choice is to you by being ready and waiting for their arrival. Everything they need from you should be prepared the day before to ensure a smooth “Welcome Home!”
“On average, 1 out of 20 new residents have to wait for their keys or lease when they arrive at their move-in appointment”.
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2. Home is clean.
According to the 2016 SatisFacts Move-In Index, 1 in 10 new residents finds their new home is not clean when they arrive. Not only does this create one more chore for the resident before they can start unpacking and make the place their home, the lack of preparation makes them wonder about the attentiveness and follow-through of their leasing consultant.
3. Appliances and fixtures work properly.
When you buy a used car and drive it off the lot, you expect that the basic features will be in decent working order. The brakes will slow the car down, the headlights will illuminate when turned on, the steering wheel will guide the direction of the car. New residents expect nothing less. They expect that the basic features of their home will be in decent working order: the dishwasher cleans the dishes, the light switches illuminate the light bulbs, the burners on the stove heat up. Yet 1 in 5 new residents encounters an appliance or fixture that does not work. Even worse, for those residents who reported a service request at move-in, 62% still have that issue. It has not been resolved!
The most troubling aspect of this data is that each of these first impressions is entirely within our team’s control. It’s a matter of focus and allocating proper time and resources. Final inspections and spiffs take time, and that time needs to be factored in, not glossed over. Additionally, office team members can take on some of the final preparations, such as learning how to cut keys, conducting the final walk-through and testing each fixture and appliance. And if the new resident does encounter a problem… fix it!
By paying attention to these important details, you’ll achieve the move-in magic of a new resident basking in the excitement of their new home, not pondering if they made the right choice.