Resident Relations
by Mary Lou Gurski
President, Training for Success, Inc.
1-800-2ATTEND (1-800-228-8363)

     Communicating with your residents is one of the most      important objectives of your job as an apartment      management professional.  Your ability, or lacks thereof, to      make your residents feel comfortable in their new home and      community are predominant factors in making residents      want to stay with us!   

     Move-in time is one of the most critical times in our      relationship with a resident and can set the tone for the      future.  It is the time to welcome a new resident and make      them feel at home in the community.  Our courteous handling of their problems or complaints can promote or eradicate good resident relations.  Complaints are not necessarily bad, as they might bring potential problems to light.  If someone is upset with community policies, we want to know about it in time to provide a solution.  

One of the main purposes for improving resident relations is to maintain resident retention.  The following is a list of ideas for furnishing “outrageous” resident relations:  

1.      Welcome Packet for the community and surrounding area at      time of move-in.

2.      Welcome basket with card left in the apartment at move-in.

3.      Resident newsletter to keep resident informed of events,      policies and changes.

4.      Calendar of events, which can be incorporated in the      community newsletter.

5.      Resident parties – Create theme parties to encourage      residents to enjoy the community’s facilities.

6.      Patio/balcony contests – Establish a contest for the most      attractive flowers, best Christmas decorations, best      pumpkin carvings, etc.

7.      Birthday cards to residents.

8.      Coffee and doughnuts in the morning at curbside as      residents are leaving for work.

9.      Neighborhood Watch programs for the residents.

10. Flowers and candy delivered on Valentine’s Day.

11. Christmas cards with signatures of entire team.

12. Decorate the office in holiday themes.

13. Keep an idea box for residents to suggest different      activities.

14. Call residents and apologize for work orders not completed      within twenty-four hours.

15. A thank you note for paying rent on time.

16. Warm call 10 residents per week to see howthey enjoy living      in your community.

17. Work your “Caring for the Customer” program.

18. Work your referral programs!

19. Sponsor community events to get the name of your      community out to the public.

20. A resident suggestion box – their opinion is important to us.  

While this list is just a beginning, as we develop new and unique ideas, we can constantly add to and update this list for continuing resident relations to achieve our goal of resident retention.

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