I have to say it. You never have a second chance to make a first impression. How many times have we heard that? It has turned into one of those phrases we've seen and heard so many times that it doesn't mean anything any more. Let me re-introduce you to it now.  In every leasing and service situation, we have a few opportunities to make a first impression. The first time a prospect calls or emails us. The first time they drive up to the leasing office. The first time they take a tour. The first time they enter their new home as 'official residents.' First impression time is not over once they sign the lease. There is always Move In Day! And in my opinion, this is the most critical first impression you've got!

I heard a great example of a fabulous Move-In Day first impression from military housing, though it translates beautifully to any move-in.  On MoveIn Day, the leasing agent saw the maintenance team had confirmed the home was clean and ready for the family, so she did a last minute walk-through to give it a double check. Everything was in order. She then reviewed the lease documents and made a mental note of all the family member names. When they arrived, she stood and greeted them with, "Welcome to Sunny Meadows! We have been expecting you." She shook hands with the husband and wife and greeted them with, "Good morning, Mr. Sanchez. It's so good to see you Mrs. Sanchez." Then she stopped and greeted their 10-year old daughter, "Good morning, Lisa. We're happy to have you with us."

Being greeted by name made a tremendous impact on the family, and even little Lisa felt involved. Once the paperwork was complete and the keys were handed over, they all went to the new home and did a walk through together. The leasing agent expressed great satisfaction in being able to walk with the family and share in their excitement of moving into their new home, and seeing through their eyes how nice everything looked.  She was proud to be able to report back to the maintenance team that the family was very pleased and there were no reported service requests at move-in.

Residents begin to make their renewal decision within hours and days of moving in. If the move-in day is hectic, the paperwork is delayed or the keys aren't where they are supposed to be, the Move In Day first impression is negative. New residents immediately begin to wonder if they made the right decision in choosing their new home. If they discover during that first day that the bath tub is dirty or if the dishwasher doesn't run properly, or some screens are missing from the windows, they question what their residency will be like.  New residents with outstanding maintenance issues within the first three months are 25% less likely to say they are "Very Likely" to renew, compared to residents who have lived at the community for a minimum of one year.  This means that a negative first impression can create a negative attitude toward lease renewal.

Here are some things the entire team can do to create that WOW First Impression Move-In Day:

- Maintenance: "Walk right" for the final walk-through, meaning that when you walk in the front door, turn to the right and follow the wall, checking everything in your path including switchplates, electrical and phone outlets, window coverings, screens, paint, fixtures, applicances, etc. Keep walking to the right until the entire home has been walked and any discrepencies have been noted and addressed.

- Maintenance: Once any issues have been fixed, notify office that the home is ready.

- Leasing: Ensure paperwork and keys are ready, making note of resident names.

- Leasing: Complete final walk through of home before residents arrive.

- Leasing: Welcome new residents and greet them by name. Once any paperwork is completed and keys are given, offer to walk them through their new home.

- Leasing: Follow up with new residents at the end of the week to see if there are any questions or issues.

The retention process begins with the resident experience from Day 1. Set yourself up for success, and find as many ways as possible to make Move In Day as pleasant, easy and worry-free as possible. What ideas do you have to make that great First Impression?