THE RESIDENT WHO LOVED ME

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5 Steps to Securing Loyalty

Jen Piccotti

Lia Nichole Smith

onsite insitesLIVE!

Are your renewal incentives as good as or better than your move-in

incentives?

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ACTIONS TO TAKE TODAY

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GROUNDS, LANDSCAPING APPEARANCE/CONDITION

SatisFacts – Q1 SatisFacts Index

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Vendors contribute to how residents feel

about where they live.

Walk the community before allowing

vendors to leave.SatisFacts – Q1 SatisFacts Index

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COMMUNITY SOCIAL ACTIVITIES AND EVENTS

SatisFacts – Q1 SatisFacts Index

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Social activities can connect residents through common

interests.

Ask them what events they want.

SatisFacts – Q1 SatisFacts Index

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RESPONSIVENESS DEPENDABILITY OF OFFICE

SatisFacts – Q1 SatisFacts Index

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Residents want answers and

solutions FAST!

The less they have to worry about the better

for the team.SatisFacts – Q1 SatisFacts Index

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NEIGHBORS

SatisFacts – Q1 SatisFacts Index

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Neighbors are a major factor for renewals.

Develop a strategy for handling issues and

follow up.

SatisFacts – Q1 SatisFacts Index

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APARTMENT APPEARANCE/CONDITION

SatisFacts – Q1 SatisFacts Index

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Service requests and interior upgrades will

positively influence retention.

If they pay for it, it has to work & look good.

SatisFacts – Q1 SatisFacts Index

KEY TAKE-A-WAYS #insiteslive

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MULTI-LAYER APPROACH

Not only do residents want you to be courteous and professional, but they need you to be helpful, quick to respond, and incorporate follow up to ensure they are completely satisfied.

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INTERIOR UPGRADES

Something as simple as offering a ceiling fan can help at renewal time. Instead of putting money into major community upgrades, think of investing in individual apartment homes. Don’t wait until a resident moves to upgrade the apartment for the next resident.

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COMMON GROUND

Designing activities around common interests can connect residents. Also, try to find common ground when negotiating resident to resident issues/complaints.

THANK YOU FOR

ATTENDING!#insiteslive