In this fast-paced world, multifamily residents value on-demand services in their living spaces. From package management to maintenance services and beyond, renters expect greater flexibility, convenience, and responsiveness from their living environments. However, many multifamily communities are struggling to keep up with this evolution.

Property owners, operators and on-site teams often feel pressured to meet these expectations. So, what are the best steps to take as communities travel this path and where do properties begin if they haven't headed down it yet? Actionable strategies exist to enhance communities and tackle the challenges of improving the resident experience. 

Modernize to Meet On-Demand Needs

Using outdated systems can often feel like stepping into the past, especially today when smartphones are part of everyday life. This is particularly relevant in property management, where keeping up with modern trends is essential. Property owners and managers now have the chance to adopt various services that not only improve the living experience for residents but also make operations run more smoothly for their teams.

When evaluating solutions, prioritize those that offer applications tailored for residents and customizable by them. These apps should enable residents to easily submit maintenance requests, pay rent conveniently, access various amenities and more—all from the device they prefer. This not only fosters a sense of community but significantly improves resident satisfaction by making day-to-day interactions seamless and stress-free.

Investing in modern property management technologies is not just about keeping up with the times; it's about creating an environment where both property teams and residents can thrive. 

Remember the Human Touch

Even with the latest technology, communities can still face challenges if their teams aren't properly prepared to use these tools efficiently. As a result, communities might miss out on opportunities and see a drop in efficiency, which can affect the quality of service and how satisfied residents are. To avoid this problem, companies should invest in comprehensive and ongoing training for their teams. It's important to foster a culture of continuous learning and adaptation.

Training initiatives should be tailored to help employees get comfortable with new technologies as they arrive. Owners and operators want to create an interactive environment where team members can get hands-on experience and ask questions as they go. Along with tech training, prioritize teaching customer service best practices. This way, employees will not only learn the tech tools but also know how to use them effectively in their interactions with customers. 

Balance Amenities and Affordability

Implementing on-demand services can be costly, and residents may fear being priced out. However, the cost of not meeting these demands could be even higher in terms of resident turnover. Owners and operators should prioritize services based on resident demand and return on investment. The optimal way to achieve this is to ensure that service decisions are data-driven and inclusive.

Periodic surveys can highlight the services that residents find to be most valuable and which ones are falling out of favor. Wherever possible, utilize app technology to assess usage. This data can help guide what services should be a priority and which can be let go.

Communities can implement tiered models to increase availability to residents. This will allow residents to choose a level of service that fits within their budget. This will not only increase residents' feeling of being part of the community, but it will also allow owners and operators to boost revenue by maximizing service usage. 

Be Consistent: The Achilles Heel of On-Demand Living

Inconsistent service can quickly erode trust and satisfaction. One day, maintenance requests are handled promptly, and the next, they seem to disappear into a black hole. This can be more frustrating than not having the service at all.

Establish clear service standards and accountability measures, communicate these expectations to on-site teams, and provide the necessary support for success. Not all requests are equal, so set and communicate response times for different types of requests.

To ensure the success of service initiatives, implement a tracking system for all service interactions, regularly audit service quality and gather resident feedback. The technology a community has implemented may already make it easy to assess this data. 

Get Started Today: The On-Demand Revolution Is Underway

The world of multifamily housing is changing, and the communities that will succeed are those that adapt to the on-demand lifestyle. By facing these challenges directly and adopting smart, resident-focused strategies, property owners can turn their communities into places of convenience and satisfaction for everyone involved.

Every touchpoint is an opportunity to enhance life in a community and build loyalty. From the moment of a swift resolution of a maintenance issue to the ease of paying rent, onsite teams not just manage a property – they're crafting experiences.

The on-demand future is here, and residents are waiting. Take the first step to meeting their needs by assessing current services and identifying areas for improvement. This won't just assist with retention, it will boost quality leads and the bottom line.