RENTER EXPERIENCE
HAILEY THIEL | BLDG MANAGEMENT
THOUGHTS
LEAP THOUGHTS is a new series of commentaries written by AAMD Leadership on Teamwork and Team Excellence
Redefining the Resident Experience
Experience is everything and a new generation of renters are seeking out a higher level of service across all asset classes . They demand immediate attention , immediate gratification and immediate resolution . Delivering on these expectations is nearly impossible . Or is it ? Crafting an exceptional customer experience is no small task , but it has become a critical element to success for multifamily operators . This process requires us to anticipate the future needs of our clientele and put programs in place that automate and reinforce an emphatic level of care .
The foundation for this , quite simply , rests firmly on the backs of the person or people carrying out the mission and their passion for delivering encounters that that are nothing short of extraordinary . Beyond that , vision and creativity are vital - you cannot let what you know stifle what you can imagine . What might feel like " reinventing the wheel " could be the next best thing in property management , especially when we are working to “ wow ” the resident .
Staying relevant to our customer base , in a market where a high level of customer service is the standard , requires us to stay nimble and embrace innovation . It requires us to adapt and quickly implement changes to our thought process or day to day practices . It demands that we get comfortable being uncomfortable and step outside of the leasing box and constantly customize our approach .
Pushing the envelope in the customer experience arena is something our Highlands team has
done , and continues to do really , really well .
We did not take a one-size-fitsall approach to leasing – each experience was tailored to the individual . Each tour , follow-up and move-in experience was unique and we spent a significant amount of time getting to know our prospects which allowed our team to craft highly personal experiences along the way .
A " Colo-RAD-o " basket , complete with gear and “ places you must try ” gift cards , welcomed a new Denver resident to town . Craft Beer Making equipment was strategically placed in a mini-model for a prospect who was wrestling with the decision of a one-bedroom or a studio . At the residents ’ request , a community kick-ball team was organized and team t-shirts sponsored by a nearby restaurant .
Most recently , “ Julian the Elf ” made an appearance for a community Elf on the Shelf Instagram scavenger hunt that had our residents stalking the illusive elf before they were out of their pajamas .
These are just a few of the examples our team has deployed to attract and retain great residents .
These highly personal touch points and curated interactions have transformed communities into villages and created places where neighbors become friends .
If you want to differentiate yourself , your community and your brand you must be devoted and empowered ( this is essential to your success ) to explore uncommon alternatives to the status quo . Each interaction is important and you don ’ t have to have a lot of budget to make them exceptional – imagination and a high level of care will tip the scales .
Do you have a story or idea about developing at Team First approach in your organization ? Send it to us for publication consideration at cdean @ aamdhq . org
THE METRO DENVER APARMENT INDUSTRY COMPENSATION REPORT FEATURES AVERAGE & MEDIAN SALARIES , BONUSES , ALLOWANCES , HIGHS & LOWS , AND DETAILED ANALYSIS FOR ALL POSITIONS IN THE MULTIFAMILY INDUSTRY .
order today at www . aamdhq . org www . aamdhq . org FEBRUARY 2017 • TRENDS | 33