I can't agree more and stress the importance enough of communicating the move out expectations when the notice is received. When done in the effort of ensuring they get as much of their deposit back, the WOM about your customer service takes off. Now, your company may question this because they want the income. Don't worry. You'll still get the income. By laying out the expectations, you've completely covered your basis. They can't (and won't) come back to challenge your charges because your final letter to them will reference the conversation that took place when notice was given. So, here's how it works. You'll need your move out procedures and fees prepared on a document. Then you sit down with them, go over the expectations with them and ask them to sign that they've received the information. That's it! They perceive it as great customer service and it is, and you can feel confident about charges that need to be applied at move out. We've even titled ours Helpful Tips for a Smooth Move Out Process. Will people go the extra mile to clean? Some do. But, honestly most don't. We saw more effort put into the cleaning of the apartment, but for trash out services(for example) they thought the fees were worth the service! So, now the perception is that we offer the services for them at this price! I stress having a conversation at the notice. Don't get lazy and start putting them on doors and such. Obviously, sometimes that's the best you can do, but make the effort to reach them via phone or email at least. One last suggestion- we went so far as to introduce these procedures at lease signing. BINGO! Out of the gate they are thankful for the tips on how to keep their apartment up while living there and you get a signature!
Win win. I absolutely love this process. I hope it may work for you as well.
Good luck!