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Brent Williams' Apartment Blog

Thoughts, comments, and ideas about the overall multifamily industry, as well as a property-specific focus on resident retention and apartment marketing.

You Received New Carpet! One Step To Improve Resident Satisfaction

It is often said that a person’s decision to renew their apartment is decided not at the end of their lease, but at the beginning.  The first impact of the new apartment makes a big difference on their ultimate satisfaction, so making sure everything is perfect right from the beginning is key.  I found this picture recently of under a hotel bed, where it makes that extra effort to make the guest aware of what was done to create an exceptional experience for them:

b2ap3_thumbnail_resident-satisfaction.png

In the same way, for apartment communities there is a big opportunity on marketing what may not be obvious for the new move-in.  For example, did you have to change the carpet?  Did you have to change an appliance?  Was the unit painted during the turn?  Those may be expense items, and therefore a negative from a profitability point of view, but it is ultimately a positive for the new resident.  I would love to see a card similar to the one above that highlighted some of the big changes that happened to their apartment before they moved in.  And if there were no big changes, maybe a list that explains all the things that were done to make the apartment ready for them?  This way, the resident knows right from the beginning that the community is working hard to make the experience a positive one.

 

What do you all think?

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This comment was minimized by the moderator on the site

Brent-I think that card is a great idea! I think the idea of a card or a list of items done to prepare the apartment is a very inexpensive way to communicate to new residents that people "care" about the condition of their apartment.

  Rommel Anacan
This comment was minimized by the moderator on the site

Thanks, Rommel!

  Brent Williams
This comment was minimized by the moderator on the site

Awesome idea!!!!

  April Scripture
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Thanks, April! I love seeing when old blogs still have some legs!

  Brent Williams

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