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.