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Employee Engagement

The latest multifamily research and data regarding the impact of employee engagement on resident retention, online reputation, and revenue growth.

Resident Retention: I Can't Fight This Feeling Anymore, and Neither Should You!

On average, Leasing Consultants spend more than 50% of their time on existing residents. Leasing offices are used by and for existing residents more than half of the time. Don't fight it. Wrap your arms around the fact that the majority of your time is devoted to existing residents, and give that fact a nice, big hug. Ahh. I feel better already. Don't you?

"Leasing" may be written on all your documents, name tags, business cards and offices, but "Residents" are what you are mostly about.

So, now what? 

April seems to be all about self-improvement, 'spring cleaning,' productivity, and the like. Why not make your own resident interactions more productive by getting the team together and identifying the 5 most common things residents ask from you. They could be things like lock-outs, noise complaints, or suggestions for restaurants.

What can you, as a team, do to make these interactions easier, smoother, more helpful?  Compile a list of local restaurants.  Have a specific, consistent procedure in place for noise complaints with a communication plan in place that is clear for both the person making the noise and the person making the complaint. Set up the key box and lock out process in such a way that a maintenance tech on call who gets the lock out call at 2:30 a.m. can take care of the problem and be back in bed within 30 minutes. Whatever the ideas, your team can come up with some great solutions in 10-15 minutes.

Making things easier and smoother for residents makes it easier and smoother for all members of the property team. And when it's easy to be a resident, it's easier to sign that lease renewal!

Jen Piccotti is the VP Consulting Services for SatisFacts Research. www.SatisFacts.com.



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This comment was minimized by the moderator on the site

Jen I like the spring cleaning illustration.. time to clean out the cobwebs. The simplest of procedures are great. Implementation and company culture is of course the whole other story. Its a matter for us to translate ideas into action. Your reminders and suggestions are always fantastic. Thanks for the post.

  Jonathan Saar
This comment was minimized by the moderator on the site

@Jonathan - Yes, defining procedures and implementing them are completely different animals. Ideas are great, but action is what makes the difference. Thanks for the comment!

  Jen Piccotti
This comment was minimized by the moderator on the site

Some companies have divided the resident and leasing responsibilities between a community coordinator and a leasing agent. Do you think this division makes sense on the larger properties where it's financially possible?

  Ian Mattingly
This comment was minimized by the moderator on the site

@Ian - I think it is a good idea in theory. In practicality, my concern would be when a resident comes in with a question and they grab a leasing agent who tells them, "sorry I can't help you." An intended positive can turn into a quick negative. It can work if and only if everyone is crossed-trained to ensure no resident or prospect is left waiting because the right 'title' is not available. Thanks for a great question!

  Jen Piccotti

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