Move-in, Move-out, and Renewal Touchpoints That Matter: A Summer Playbook for Multifamily Resident Retention

Introduction

As summer unfolds, apartment communities are gearing up for a busy season of move-ins, move-outs, and lease renewals. Understanding the key touchpoints during these transitions is crucial for enhancing resident retention and fostering a thriving community. This playbook outlines actionable strategies to help property managers navigate these critical periods effectively.

Move-In Touchpoints

The move-in process is a resident's first experience with your community, setting the tone for their stay. Here are some essential touchpoints to consider:

• Welcome Kits: Provide new residents with welcome kits that include essential information, community guidelines, and local area resources.
• Personalized Tours: Offer personalized tours that introduce residents to amenities and help them feel at home.
• Onboarding Events: Host move-in events that encourage interaction among new residents and existing ones to foster connections.
• Feedback Solicitation: Shortly after move-in, ask for feedback on their experience to identify areas for improvement.

Move-Out Touchpoints

When residents decide to move out, it’s important to manage the process smoothly to leave a positive impression:

• Exit Surveys: Conduct exit surveys to understand the reasons for moving out and gather valuable feedback for future improvements.
• Clear Communication: Ensure that the move-out process is clearly communicated, including timelines, expectations, and any necessary paperwork.
• Final Inspections: Schedule final inspections to address any potential issues and provide residents with a chance to discuss their experience.

Renewal Touchpoints

Lease renewals are critical opportunities to enhance resident satisfaction and retention. Here are strategies to consider:

• Proactive Communication: Reach out to residents before their lease ends to discuss renewal options and address any concerns they may have.
• Incentives for Renewals: Consider offering incentives such as discounts or upgrades to encourage residents to renew their leases.
• Community Engagement: Continue to foster a sense of community through events and activities that keep residents engaged and connected.

Seasonal Considerations

August marks the transition to the back-to-school season, which can impact resident sentiment and decisions. Consider hosting community events that cater to families, like school supply drives or family-friendly gatherings, to strengthen community ties and show residents that you care about their needs.

Conclusion

By focusing on these essential move-in, move-out, and renewal touchpoints, property managers can enhance resident retention and create a thriving community. For tailored solutions that fit your community’s needs, explore our offerings at PureStay.

FAQ

What are the most important move-in touchpoints?
Key move-in touchpoints include welcome kits, personalized tours, onboarding events, and feedback solicitation.

How can I improve lease renewals?
Improving lease renewals can be achieved through proactive communication, offering incentives, and enhancing community engagement.

What should be included in an exit survey?
An exit survey should include questions about the reasons for moving out, resident satisfaction, and suggestions for community improvements.