In the business world today, almost all attention is focused on keeping the customer happy. So it is safe to say that the same rule applies for landlords to make their renters happy. Resident satisfaction is very important because it is a way to ensure a sustained retention rate.
There are simple ways a landlord and leasing staff can accommodate residents to make them happy and keep retention rates high. The following is a list of simple ways for making renters happy:
- Give a grace period of 2-3 days for the rent to be collected. The renters will appreciate the convenience of having an extra day or two to come up with their rent money. Also, the renter will not feel as stressed and pressed for time when it comes to paying rent; less stress and more time will ensure you have a happier resident.
- Offer amenities that are available during all hours and that are conveniently located in the community. For example, a 24-hour gym is great for the residents that have busy and/or non-traditional schedules. In addition, offering a 24-hour laundry room is important because you want renters to be able to do laundry whenever is most convenient for them. Placing amenities by the leasing office or in the center of the community is recommended, this way they are easy to find and not too far from a single apartment.
- Address resident complaints right away. If a renter is complaining it is because something has made them unhappy. By addressing the situation in a tactful manner you are letting that renter know that they are important to you and it shows you want to help them. Solve the resident’s issue promptly, or try to accommodate them to the best of your ability. Keep their satisfaction a #1 priority.
- Follow up with all maintenance orders. Have maintenance orders fixed as soon as possible so that residents do not have to repeatedly ask when an issue will be solved - tenants only ask once is a good goal to have. Sometimes, renter satisfaction can be achieved simply by having a properly functioning unit. It is a great gesture to send out an email to a resident, after a maintenance order has been completed, that inquires about the completion of the order.
- Offer referral programs. This is a great way to make your residents happy while bringing in new renters. A great example is to offer $100 off a current resident’s rent for the next month if a family member or friend signs a lease.
- Offer extra incentives. A great way to keep residents happy is to have community gatherings. Host holiday parties or other social gatherings just because it is a nice gesture to your residents. At these gatherings, offer food and beverages while your residents mingle. Other great and fun incentives are raffles, contests and other prize giveaways.
What are other ways to promote resident happiness at your property?
This is a guest post from Gabrielle Castaneda, who is currently enrolled at the University of South Florida pursuing a bachelor’s degree with a major in marketing, a minor in international business and a minor in management.
