The relationship management builds with residents makes a huge impact on resident retention. Of course a resident will not wish to stay within a community where they don’t feel heard, appreciated, or part of a larger whole, and the responsibility of building that feeling largely rests on how management approaches resident rapport. It’s important for management teams to remember that residents can always go elsewhere, and it will take something special to keep them a part of your community.

Building your resident relationships starts at their first impression, which might cause some pressure, but it’s really quite simple. During the first conversations, then meetings, you have with prospective residents it’s important to keep in mind that this is a window for them in all of their future interactions with you. If you’re feeling frustrated after touring the same residence several times with little interest, don’t allow that frustration to show or the prospective residents will get the impression that they’re going into a situation with a cold and aloof management team. If you’re meeting prospective residents for a tour, don’t be late or they’ll get the impression they’re dealing with a management team that doesn’t prioritize their time.

Next you want to establish the importance of communication, and that you’re always right there should they find a need. Through e-mail, phone, social media, or even an online chat support, leave your communication lines with residents and prospective residents to establish that open lines of communication are encouraged between residents and management within your community.

Lastly, you want to focus on how you can exceed expectations, not just meet them. Exceeding expectations can be a really simple thing, and sometimes all it takes is a “happy birthday” message on social media, a pamphlet made up of all of the local restaurants and shops around town for those new to the area, or even a card during the holidays. What residents expect is a management team that keeps the community going, what exceeds those expectations is a management team that wants to be an active part in making the community what it is.

 

To learn more about building resident relationships, simply check us out at OccupancySolutions.com today.