Quay Neil's profile| Property Management | Resident Retention

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Chelsea Kneeland

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Guest Insider As a Director I get these calls. A lot. And I remind people that they do it get to treat me or my staff with disrespect. I make sure they understand they don’t get to live at the property if it continues. And most of my properties are in California where it’s next to impossible to evict. But you staff has to know you have their back. I usually require communication in writing only

David Snyder IMO- First, invite the resident into a private area to have a seat with you where you explain you want to help them, but you need them to take a deep breath and explain their situation and expectations. The team member needs to really listen and repeat back expectations with solutions or schedule a time to follow up if answers aren’t readily available or apparent. They’re only going to calm down if you show compassion and participate in active listening.

Guest Insider Are they being disrespectful to maintenance or office staff? I always worry about sending maintenance into apartments when the resident has issues w staff. I would call the resident and try to RESET and start over. I’d explain we are an office of professionals and everyone needs to be treated w respect and decency. This usually works but if it doesn’t I would become the only form of contact for that resident (email).
Inform your regional, document and don’t let your guard down w this resident.

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As a lease up specialist the move in orientation is key, I notice a difference in the overall resident experience when the move in is facilitated, organized, thoughtful and not just key handoff.
If you don’t do a move in orientation you’re failing your property from the start.

Brent Williams and Jared S. Leese

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Anamaria Perales-Lang We do this with every lease and renewal and have them initial all polices. We also do a walk through so they know where breakers , shutoffs and so on are .
I think if everyone understand everything we're on the same page 😃

Quay Neil Anamaria Perales-Lang never thought to do this with renewals.

Leah Love We used to do required videos in student housing that they could not fast forward through and they had to verify on the app that they watched them. We always reminded the parents on move-in day and it almost always got done that same day.

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Quay Neil

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