1. Apartment Is Not Move-In Ready
Nothing is more terrifying than having a new tenant walk into your leasing office on move-in day knowing their apartment is not ready for them. (Having a tenant arrive, slated to move-in but unable to due to maintenance issues is embarrassing and inconvenient.) It's always a good idea to identify a back-up plan for these situations. Keep in mind, while addressing any apartment issues, to own the mistake and make sure to go above-and-beyond fixing issues to make sure the tenant is happy with their new home.
2. Missing or Incomplete Paperwork
It's petrifying for new tenants to hear on move-in day their paperwork or utility confirmation is not complete. The best way to avoid this bone-chilling experience is to make sure that everything is communicated to the future tenant when they apply for the lease. Providing a checklist for the tenant is a great way to make sure all paperwork gets covered and completed. Checklists also help the tenant know exactly what to expect on move-in day.
3. Failure to Communicate
Neglecting to communicate community events and news is a scary failure that can assist in diminishing of your property's reputation. Communication is key in any community, and your property agents should ensure they're properly communicating with the resident and the larger community. The community and residents want to feel as though someone is on their side, and while you may not always be able to accommodate their wants, you should at least be available to listen to them. Making the community fun by encouraging people to use common areas and attend events helps create a happy community. Here are a few items to add to your checklist to keep your community engaged:
- Communicate news and events through social media, emails, and mailing
- Send reminders of monthly maintenance services
- Have fun, themed events such as the Casino night event held at the WaterCrest grand opening
4. Neglecting to Offer Services
- Signature lighting, granite counter tops, and energy-efficient stainless steel appliances
- 24-hour fitness center with personal trainer and group classes
- Resort-style pool with cabanas and over-sized hot tub
- Worry-free, 24-hour maintenance
- Yoga studio with free yoga classes
- Massage therapist
- Tanning room
- Full service concierge and many more services
It's horrifying when your property forgets to make a new tenant feel welcomed. It's always best to offer items that reinforce you're happy they chose your property. At WaterCrest, the leasing team has a list of wonderful move-in gifts to welcome new residents. After choosing their gift, the leasing team places the gift in their apartment with an information packet containing important amenity information, a community guide, coupons, and a list of local retail shops.
An unsatisfied customer, full of frustration, can turn a pleasant day into an absolute nightmare. Avoiding these mistakes can help increase property visibility and assures tenants the staff is ready to help them with any and all needs they may have. Remember, tenants can choose anywhere to live, but they will ultimately decide to live where they feel the most welcome and at home.
Leasing Consultant at WaterCrest at City Center
Block Multifamily Group