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Resident Retention: Please Re-Lease Me!

Resident Retention: Please Re-Lease Me!

I see and hear reminders that 'leasing season is just around the corner.'  This makes me wonder, "Are you and I watching the same news?" Because from everything I'm reading and seeing on CNN, CNBC, WSJ, and all those other bearers of bad news, there are few new leases to be had!  I mean, yes, there will be some leasing activity, but not the volume to which we are accustomed. Not this year, anyway.

I'm turning into a broken record (if you remember what that is) on the issue of retention, and here's another way of putting it: It's time to truly re-group and re-train our leasing teams and focus attention on the upcoming RE-LEASING season.  Leasing season is a nice way of saying many leases are ending, which leads to residents deciding to move, which leads to vacancies. Which we will have difficulty filling.

So, now's the time to get our rears in gear and let our residents know how much we value them. This is All Hands On Deck! This is serious biz. But it doesn't have to painful... just consistent. And believe me, it will pay off!

Remember I recently shared that only 76% of residents report their work orders are completed correctly the first time? One of our greatest challenges as an industry is a lack of focus on work order follow-up calls. To really WOW your residents, set a new standard that every completed work order will receive a follow-up call or email. All you have to say/write is, "I just wanted to check in and ensure that your recent work order was completed to your satisfaction. Please let me know if you have any concerns or if there is anything else that needs attention in your home."  If all is well, the resident will be pleasantly surprised at the personal touch. And if something was missed, this call or email becomes your safety net, giving you the opportunity to provide a Radical Recovery and save that resident from months of building resentment.

Before following up with prospects, follow-up on completed work orders. Make it an easy decision to renew with you.

I speak for all your residents when I say, "Please, please re-lease me!"

 
This comment was minimized by the moderator on the site

Hi Jen,

I really enjoy reading your articles. I completely agree with you. I find if you make the tenants happy the first go around then they become loyal and want to stay. Follow up call work!

  Brewer Caldwell
This comment was minimized by the moderator on the site

Thanks Brewer! Follow-up calls do work, and in a time where people experience a lack of service everywhere they go (airlines, retail stores, etc.), that phone call or email certainly gets noticed.

  Jen Piccotti

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