I have been asked throughout my career when do we start the renewal process. Unfortunately most site teams do not understand renewal is not an event, it is a process and starts with the first time you meet a new resident/guest. Like the renewal process we should not look at move-ins as an event but more as an experience and a part of the renewal process.
Having worked for Walt Disney for over six years it is clear we need to make interactions with our residents "experiences" not events. To have the pleasure of working with an organization that is known throughout the world for creating magic and guest satisfaction has been extremely rewarding, even though I am really looking forward to getting back into property management. The experience and tools given to me I know have given me a new insight into resident/guest satisfaction and delivering services that exceed and excel.
Imagine this, your new resident is moving in today and we all know this can be a very stressful transition for them. What can you do to make it a memorable experience? They may have traveled, dealt with packing and handling a moving truck, worried about change of address and utilities, and there is always the "renters remorse" in wondering if they have made the right choice at your community.
1. You provided them with a move-in package with their signing the application which provides a step-by-step process in making preparations for their move. This includes utility numbers and web site contact information (link to new customer page), moving truck rental locations, local storage facilities, pizza establishments for those move-in day munchie needs, change of address cards from the post office and where the local post office and UPS stores are located, local contacts for companies that provide labor for unloading, a short welcome letter including what they can expect on moving day at your community when they arrive (any last minute things that need to be processed including inviting them to sign their lease in advance), a property map showing their new home location and where to is the best place to park their truck for unloading, after hours number for maintenance, close home improvement store address, and even a checklist for all the things they need to do in leaving their current location and getting ready for their new home. It takes a little preparation, but packets can be made up in advance on those rainy slow days so you are always ready to provide one to a new resident.
2. You make several calls and/or emails prior to move-in checking to see if we can be of further assistance or if they need any additional information. With each contact you thank them for choosing your community, remembering they do have choices.
3. Your team has checked and double checked the their new home to insure EVERYTHING is the best it can be. You do this at least two days out from the arrival experience, giving enough time to insure any corrections can be made. You then inspect the day of move-in to insure some critter has not crawled up the drain, found its way through a door sweep, and expired somewhere for your resident to fine them as a move-in surprise. This is where an apartment move-in checklist comes in handy to insure everything from the maintenance and operation to the A/C filter and general conditions are perfect.
4. You have placed a "Welcome Home" amenity package in their home with a personalized tent card with ALL the new residents listed (including children and pets). This could include for very little cost a couple of carnations and some babies breath in a small vase on the kitchen counter, several bottles of water in the refrigerator, coupons for local food establishments, a welcome home banner across the refrigerator, a small jar of touch up paint, a copy of the inspection checklist to show what all has been inspected, coloring pages and crayons for the kids (gives them something to do while mom and dad are moving), and maybe even a coupon for Red Box.
5. You walk the resident to the apartment after they receive the keys, completing the checklist and walking the apartment with them. You provide information regarding which outlets are controlled by which switches (I like putting a small sticky dot you can get from an office supply store on the outlet or having maintenance turn that outlet upside down so it is easy to distinguish), what your garbage disposal can and cannot take (often missed), where fire extinguishers are located, etc. You ask them if there is anything else we can do to assist, shaking their hands (including children), and thanking them for choosing your community.
6. You make a follow-up call the day after move-in, just to check in on them to insure everything went well and everything is OK. You do the same one week after, following up on the process and their experience.
We have so many opportunities to make this a great experience, and also so many opportunities for failure or not meeting expectations. My question is, what can you do to not just meet their expectations, but to exceed them? Make it a celebration, and experience, and most of all the best move-in they will or have ever had.
