Yes, it’s important to attract new residents and increase renewals, but what are you doing to provide outstanding customer service after a renter signs on the dotted line?
Move-in is the perfect opportunity to make residents feel great about choosing to live at your property; making the most of that is the focus of this week’s #AptChat.
These are the highlights. (Click on the links to jump straight to a specific question.)
- How can we improve the move-in experience for new residents?
- What are your favorite ways to welcome new residents to a community? What is your move-in process like today?
- Do you do move-in gifts? If so, are they unique to each property? Do you personalize? What’s a typical gift budget?
- How does technology play a part in move-in? What are you doing digitally to support the move-in process?
How can we improve the move-in experience for new residents?
@AptChat pick up a box when you go to see if they have everything they need. Small gesture, speaks volumes #aptchat
— Heather Blume (@artchickhb) June 7, 2016
@AptChat do a cross-market with say a local pizza shop. Include their menu in move-in package. They advertise the community at their shop!
— Corcoran Management (@CorcoranMgmt) June 7, 2016
@AptChat certainly. Especially because they’re prb not cooking first few nights, introduces the area. The free exposure is nice too 🙂
— Corcoran Management (@CorcoranMgmt) June 7, 2016
@AptChat Having a rep from Maintenance Team on hand to give instructions on how things work in the unit. #CustomerServiceRocks
— Mindy Sharp (@MsMin) June 7, 2016
@AptChat Yep – even down to how to write a check! #AptChat We talk about how to get to the local stores, even a Med Point, just in case.
— Mindy Sharp (@MsMin) June 7, 2016
What are your favorite ways to welcome new residents to a community? What is your move-in process like today?
A1: Welcome gifts. Inviting them to upcoming community events to meet the neighbors. Following up with a survey to see how we did. #AptChat
— Ashley Olson (@ashleylynnolson) June 7, 2016
@AptChat We’ve started a standardized move-in gift program, and have tried our best to keep it cost effective and personal #aptchat
— KAMo (@kimbean_) June 7, 2016
@kimbean_ @AptChat How do you keep it cost effective? And personal? #AptChat
— Mindy Sharp (@MsMin) June 7, 2016
@MsMin Standardized across portfolio, economies of scale in buying, handwritten notes signed by WHOLE team, pet gift, hand delivery #aptchat
— KAMo (@kimbean_) June 7, 2016
@MsMin @kimbean_ @AptChat If I buy a Lexus or BMW I’m pretty sure they aren’t giving me a roll of toilet paper as my customer gift #AptChat
— Kristi Fickert (@Marketing_Mommy) June 7, 2016
@Marketing_Mommy @kimbean_ @AptChat Personally, I like giving tickets to a local event/zoo membership. Something fun. #AptChat Explore area!
— Mindy Sharp (@MsMin) June 7, 2016
@MsMin @kimbean_ @AptChat LOVE that! And again – creates an opportunity for social sharing, too. #AptChat
— Kristi Fickert (@Marketing_Mommy) June 7, 2016
@AptChat A1: I always love giving them a free meal after a long day of moving. “Tired? Still unpacking? Pizza is on us tonight!” #AptChat
— Kristi Fickert (@Marketing_Mommy) June 7, 2016
For summer moveins, I still like the idea of leaving nice cold lemonade in the fridge. people remember that stuff #AptChat
— Heather Blume (@artchickhb) June 7, 2016
A1: We give our guests a welcome basket with snacks, coffee,tea, etc. We also leave a Chicago @WhereMagazines in the apartment. #AptChat
— Corp. Suites Network (@csnhousing) June 7, 2016
Do you do move-in gifts? If so, are they unique to each property? Do you personalize? What’s a typical gift budget?
@AptChat Offer move-in help (digital) to the potential residents. It’s a stressful event, make life easier for them.
— MoveAssistOnline (@ZunaSol) June 7, 2016
A2: Yes. They are unique to each property and we try to change them up monthly. The more personal we can get the better. #AptChat
— Ashley Olson (@ashleylynnolson) June 7, 2016
@AptChat with notes, a special gift if they have a pet, we survey residents once they move-in to see how we can continually improve.#AptChat
— Ashley Olson (@ashleylynnolson) June 7, 2016
A2: Our team believes in M/I gifts. The trick is execution. Another plunger? Or something more fun but maybe less useful? #aptchat
— Khara (@leftnwrite08) June 7, 2016
@leftnwrite08 so… a bedazzled plunger? #aptchat
— Heather Blume (@artchickhb) June 7, 2016
@artchickhb I’m still trying to convince my team to do a “Royal Flush” gift… plunger, TP, deck of cards. #AptChat #RoyalFlush #ItllCatchOn
— Khara (@leftnwrite08) June 7, 2016
@AptChat About $10/move in. Standard across all properties. Personalized by cards and tags #aptchat
— KAMo (@kimbean_) June 7, 2016
How does technology play a part in move-in? What are you doing digitally to support the move-in process?
A4: We are looking into a lot of tech – key-less locks, phone controlled AC and lights so the place can be lights on, open & cool. #AptChat
— Ashley Olson (@ashleylynnolson) June 7, 2016
A3B: Plus we utilize @modernmsg and surveys to learn more about the experience and how we can improve. #AptChat
— Ashley Olson (@ashleylynnolson) June 7, 2016
@AptChat Hopefully email before/after; digital inspection using tablet; auto copy of signed lease; resident portal w all info #AptChat
— Danielle C. Noel (@daniellecnoel) June 7, 2016
So many ways to be high-tech AND high-touch here. Win-Win! #AptChathttps://t.co/Lp0T32MGJB
— Kristi Fickert (@Marketing_Mommy) June 7, 2016
Our next #AptChat is slated for Tuesday, June 14, 2016 at 12 pm Eastern. In the meantime, be sure to sign up for #AptChat updates to get these recaps and more delivered straight to your inbox!
