3 minute read

Imagine this: You walk into a restaurant with your family for the first time. The host is on their phone, playing a game. When you finally get their attention, they rudely put down their phone and walk you to a table without issuing a friendly greeting or even a smile. Although the remainder of your visit is perfectly pleasant, that initial encounter will stick with you.

The same idea applies to apartment communities and new residents. If your resident has a negative move-in experience, that memory will remain with them for the rest of their stay. First impressions are essential, as they set the stage for a respectful relationship between you and your residents. Below are some of the benefits of a good first impression.

1. Residents feel comfortable during the move-in process.

A good first impression will make your resident more confident in the property management team’s ability to assist them during their stay, and it will make the resident feel more welcome in the community. They are also more likely to have confidence in the leasing company and any features it may offer, like resident apps and guides.

2. Residents get an idea of what the property management company’s culture is like.

A positive move-in experience will give your new resident a positive impression of the property management company’s culture, including their willingness to assist residents. The resident will also feel more welcome in the community, so they will be more likely to engage in social events or activities.

3. Residents have trust in the property management company.

A positive first impression is essential in establishing trust and ensuring that residents are confident in the property management company. Positive beliefs about the company will translate to higher retention and renewal rates, and residents will feel comfortable asking the company questions or requesting assistance at any time during their stay.

As you can see, there are many benefits to a good first impression. But how can you, the property manager, ensure that the resident has a positive experience? Below are some simple tips that will make the move-in process easier for everyone.

1. Provide new residents with clear directions to the building.

Confusing directions will give your new resident a negative first impression of the property management company before they even step foot into the building. To avoid that, make sure you provide clear, detailed instructions to ensure there are no problems with reaching the building, and try to be available to answer a phone call if they are still having trouble.

2. Have a live answering service and try to personalize any phone calls between yourself and the resident.

Speaking of phone calls, try to use a live answering service and personalize the calls. A live answering service is not only more timely in their response, but also provides simple, frustration-free solutions. A personal touch, such as asking the new resident for their name before providing a solution to their problem, makes the company seem friendly and helpful. A timely, effective solution will give the resident more confidence in the company as well.

3. Make sure the building is well prepared before having a resident visit

Before showing a prospective resident the building or apartment unit, make sure it is well-prepared. This conveys professionalism and will ensure that the resident doesn’t have any negative takeaways from their experience. For example, double check that the lobby is clean and organized and be sure to empty and clean the unit before showing prospective residents.

First impressions are important, but when you have the right tools, it’s easy to provide a positive move-in experience.

Use this unique opportunity to show residents that the property management team is committed to delivering positive results, and enjoy the benefits that come with happy residents.