The Resident Who Loved Me - 5 Steps to Securing Loyalty
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Transcript of The Resident Who Loved Me - 5 Steps to Securing Loyalty
THE RESIDENT WHO LOVED ME
#insiteslive
5 Steps to Securing Loyalty
Jen Piccotti
Lia Nichole Smith
onsite insitesLIVE!
Are your renewal incentives as good as or better than your move-in
incentives?
#insiteslive
ACTIONS TO TAKE TODAY
#insiteslive
GROUNDS, LANDSCAPING APPEARANCE/CONDITION
SatisFacts – Q1 SatisFacts Index
#insiteslive
Vendors contribute to how residents feel
about where they live.
Walk the community before allowing
vendors to leave.SatisFacts – Q1 SatisFacts Index
#insiteslive
COMMUNITY SOCIAL ACTIVITIES AND EVENTS
SatisFacts – Q1 SatisFacts Index
#insiteslive
Social activities can connect residents through common
interests.
Ask them what events they want.
SatisFacts – Q1 SatisFacts Index
#insiteslive
RESPONSIVENESS DEPENDABILITY OF OFFICE
SatisFacts – Q1 SatisFacts Index
#insiteslive
Residents want answers and
solutions FAST!
The less they have to worry about the better
for the team.SatisFacts – Q1 SatisFacts Index
#insiteslive
NEIGHBORS
SatisFacts – Q1 SatisFacts Index
#insiteslive
Neighbors are a major factor for renewals.
Develop a strategy for handling issues and
follow up.
SatisFacts – Q1 SatisFacts Index
#insiteslive
APARTMENT APPEARANCE/CONDITION
SatisFacts – Q1 SatisFacts Index
#insiteslive
Service requests and interior upgrades will
positively influence retention.
If they pay for it, it has to work & look good.
SatisFacts – Q1 SatisFacts Index
KEY TAKE-A-WAYS #insiteslive
#insiteslive
MULTI-LAYER APPROACH
Not only do residents want you to be courteous and professional, but they need you to be helpful, quick to respond, and incorporate follow up to ensure they are completely satisfied.
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INTERIOR UPGRADES
Something as simple as offering a ceiling fan can help at renewal time. Instead of putting money into major community upgrades, think of investing in individual apartment homes. Don’t wait until a resident moves to upgrade the apartment for the next resident.
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COMMON GROUND
Designing activities around common interests can connect residents. Also, try to find common ground when negotiating resident to resident issues/complaints.
THANK YOU FOR
ATTENDING!#insiteslive