I moved last month--twice. It was a logistical nightmare and I hope I never have to do it again. I'm still recovering from the physical and emotional stress of it. On top of that, I'm adjusting to new neighbors, a new landlord, a new grocery store...you know the drill. In our industry, we can become desensitized to this major life event because it never stops for us. People move in. People move out. It happens. But each of those new units rented represents a person or persons in transition and we all know that moving is stressful.
A recent RentSauce blog asked the question, "How well do you know your residents?" It's well worth the read, but I'm going to narrow my focus to just the move-in and how our processes might change if we "walked a mile in their shoes." You remember what it's like to move. You're tired, living in some chaos and longing to feel like your new place is "home". Naturally, one of the first things you want to do is complete a survey about your move-in experience. Or not. Unless, of course it was terrible, in which case you may relish the opportunity to share your pain.
Don't worry, I'm not suggesting we not get feedback from our residents, but I'm wondering if we might be missing a valuable opportunity to connect with these new neighbors in a more meaningful way than simply asking something from them. The CARES Program has been connecting face-to -face with these new residents for over 10 years and have seen firsthand the bottom line value of gathering move-in feedback in the context of a conversation and a friendly face.
How might you be able to personalize your early interactions with new residents? How are you using this time to get to know your residents so you can effectively serve them?