DOING A GOOD JOB IS NO LONGER GOOD ENOUGHWe jabber so very often in our circles about Resident Retention, and what that means. We yak about do we send a letter, an email a phone call to reach out to our residents about renewing their lease. Hey, lets send them a gift too. Does any of this non-sense work?
YOU ARE GRADED ON HOW YOUR RESIDENT FEELWhat if you were measured on how your Residents Feel About You and How Your Residents Feel About Your Company, would you act and react differently? Would you even stay with the company you are working for? This is a fundamental change in thinking and requires a paradigm shift. All the things you are doing or not doing suddenly don’t really matter all that much, because you don’t get to choose, Your Resident Chooses. They always have actually.
THINKING LIKE A GENUINE BRAND Our Brand tells our Resident whether something will make them feel better or make life easier, better or solve a problem, or fulfill a desire.
Wikipedia describes a Brand “A brand is a collection of symbols, experiences and associations connected with a product, a service, a person or any other artifact or entity. Brands have become increasingly important components of culture and the economy, now being described as "cultural accessories and personal philosophies.”
ARE YOU DELIGHTING YOUR RESIDENTSSatisfied Residents are important. However, Delighted Residents become your Primary
Influencers and will help you self-rent apartments. Satisfied Residents may or may not renew with you. They are content, but their loyalty to you is suspect. Delighted Residents are committed to future purchases with your company or organization.
We welcome your feedback on things you or your community are doing to Delight the Resident. Are you gauging your success or failure on How Your Residents Feels? Perhaps you should be,