As property teams and residents learn to operate in the new "normal," exceptional service by the office and maintenance staff is getting a huge round of applause from residents in online reviews. In analyzing hundreds of 4 and 5-star reviews which mention the pandemic, it is evident that property teams’ efforts with regards to increased cleanliness, clear communication, and practicing social distancing are getting generously acknowledged in reviews. But what really stands out is “amazing,” “friendly,” “caring,” “attentive,” and “professional” service. Bottom line, a little more kindness and understanding during this unprecedented time will go a long way in cementing strong relationships with residents in the future. 

What are the top compliments by residents in online reviews? What can you do to delight your residents as you navigate through this crisis? Below are insights from positive reviews to excel at resident engagement and earn their appreciation.  

Go the extra mile

When the staff has gone the extra mile or checked in personally with residents, residents are quick to thank the staff for showing care and concern. Some actions acknowledged in reviews include:

• Staff members handed out pizza and hand sanitizer.
• When a resident was laid off, a staff member provided leads on jobs.
• Maintenance team was quick to fix the garbage disposal when a husband ran the disposal with a baby spoon in it. The property was complimented for being a family-friendly community.
• The manager of a community knocked on doors to hand out snacks and inquired if residents needed help with food or getting prescriptions filled.
• While practicing social distancing, the manager of a community delivered mail to the door of a resident with a compromised immune system.
• Community laundry was open more often and kept cleaner.
• The maintenance team helped residents stay “sane” by regular upkeep of the outdoor areas so residents could enjoy their walk. 

Work through rent payment options 

With rent payment as one of the key concerns for many residents nationwide, chances are that any rent accommodations you offer will get a positive mention in reviews. A reviewer expressed, “...was cool about me being short with rent and giving me a payment plan along with responding promptly.” Another resident left this review: “With everything going on right now, they are working with us on our rent during this tough time. I have lived here for 6 years. They take very good care of the apartments and appearance of the property and the staff is always nice, accommodating and very helpful.” The reviewer not only praised the management’s support with rent, but also complimented the staff for their efficient service. 

Respond to work orders quickly

Though many communities are responding to emergency maintenance requests only, residents are delighted when their emergency work orders are addressed the same day or the next day. Residents have thanked the maintenance staff for being “incredibly attentive to the needs of its residents.”

Offer move-out assistance

Residents are happy to receive any assistance during this crisis. A resident shared that the community team went above and beyond to coordinate with movers when he was compelled to move with family 400 miles away from the current location.

Supplement virtual tour with personalized follow-up

Some soon-to-be-residents, who decided to lease at the property after the virtual tour, have complimented the leasing agent for answering all their questions patiently and assisting them with the application process. Some prospects also mention that applying online was easy.

Prioritize health and safety

 Residents have generously complimented the property teams for regularly cleaning the building, hallways, and common areas. They see it as a reflection of the management’s commitment to maintain a clean, safe, and healthy community. “With everything that is unknown due to the virus, … the staff is doing a great job keeping up with the building cleanliness and communicating regularly with updates. We are all in this together and we appreciate those who are working to keep everything as normal as possible,” expressed a resident.

Encourage social distancing, while offering alternatives

Residents have expressed their gratitude for promoting social distancing by canceling social events and closing common area amenities. “Although the common spaces are closed due to the Coronavirus, I appreciate the management’s commitment to keeping everyone safe,” remarked one reviewer.

 To help residents stay connected with each other and with the community staff, some communities are offering weekly Zoom sessions, Instagram chats, and indoor activity kits to beat boredom! 

Communicate often and clearly

 One of the recurring compliments in positive reviews is communication. Residents are pleased to be kept up-to-date with recent developments surrounding the pandemic and how the property is handling it. They see communication as vital to staying connected with the office staff. Residents find it reassuring to receive regular and clear updates from the office team on topics, including health tips and steps taken by the property teams to prevent the spread of the virus. The methods mentioned in reviews range from email updates, newsletters, flyers posted on doors, to social media contests such as inviting residents to share pictures of how they are surviving the stay-at-home mandate. 

Pay attention to suggestions

Reviews offer a huge opportunity to make improvements to your community.In some reviews, residents share their suggestions about what the property may do better.

• As the amenities are closed, it is a good time to make repairs to fire pits, outdoor grills, courtyard fountains, and rusty bike racks, etc.
• Clean the mail room and laundry facilities more often.
• Show appreciation for long-term residents by keeping rent affordable.
• Replenish the sanitizer and wipes in the common areas, especially fitness center, more frequently.

 Never has resident engagement been so important as it is today. Through your daily actions and empathetic service, it is critical for you to assure your residents that “we are all in this together.” There is a strong chance that whatever you do today will pay dividends for you and your community tomorrow.