Multifamily property ownership and management require exceptional resident experiences to attract and retain tenants. In today’s competitive market, it’s not enough to simply provide a decent place to live—residents expect to feel comfortable, valued, safe, and truly at home at your property. However, when you can provide these amazing experiences, it’s not just beneficial to them; you can also drive greater profits and success.
The great news is that Americans are more inclined to rent than buy. Sixty-eight percent of multifamily renters surveyed by RealPage prefer to rent—largely because it grants them greater financial freedom. On top of the ease provided by renting, tenants are more likely to stay at a property that offers excellent experiences, which starts with great tech amenities. Not only are American renters also likely to pay more for smart home technology, but they will also often look elsewhere if the property doesn’t offer it.
So, how can property owners provide the amazing amenities and experiences their residents expect? In this blog, we’ll explore four essential tips for instantly improving resident experiences at your property, from creating a true community to offering seamless tech amenities that don’t overburden your staff. Let’s dive in.
1. Offer Excellent Customer Service
The foundation of a great resident experience begins with excellent customer service. Your property management team needs to be responsive, friendly, and proactive in addressing resident concerns. When management can show effective communication and a willingness to serve, it makes a world of difference in the residents’ overall satisfaction.
Great customer service also extends beyond interactions with your staff. In fact, 79 percent of American renters think they should be able to get everything they need from their property manager via direct message, text, or chat. From move-in to move-out and every day in between, your residents need to have instant access to what they need when they need it and as easily as possible. This means offering constant support, whether it’s through a dedicated amenity portal, technology, or a fully staffed resident support center. Property management software can help you organize and provide this great service—without overloading your management team.
2. Stay on Top of Maintenance, Repairs, and Upgrades
Some of the most common reasons why residents don’t renew their leases include maintenance issues, poor grounds, and outdated amenities. Not only do residents want quick response times when they face problems, but they also want to see a bright future full of upgrades and improvements. Be sure to promptly address repair requests and perform regular property inspections to ensure that everything is in good working order. Every time a resident reaches out for assistance, they should be kindly greeted and feel comfortable speaking with support.
Additionally, as resident expectations on connectivity needs evolve, you need to make sure that your property’s tech is evolving with them and is prepared for future needs. This is where you can go above and beyond to identify opportunities for improvement. Before you get to the point where you must react quickly to a tenant’s challenges, build proactivity into your process. That way, your team can address potential issues—and even improve tech amenities—before they negatively affect the resident. At the end of the day, a well-kept property creates a happy resident experience, which then increases a property’s value, forming a cycle that continuously benefits both property owners and their tenants.
3. Offer Property-Wide Technology Amenities Suited to Renters’ Needs
Staying ahead of the curve is essential to creating happy residents, which means you must be capable of providing tech amenities that address every renter’s needs. There’s a reason why proptech represents a brighter future for many property owners: By combining technology with the needs of modern real estate, proptech promises greater efficiency, convenience, and innovation.
With value-add proptech, you can create a premium experience for every resident at your property. For example, the following tech amenities are key to offering amazing, safe opportunities for your tenants:
- Access control
- Smart home
- TV and media
- Energy monitoring
- Unit door lock
- HVAC thermostat
- Video surveillance
- 5G services
These tech amenities make it easy for residents to be integrated into your property. Even better, when they’re all managed under one portal, you can empower residents to easily find information, enroll in resident programs, and access the services they’re looking for.
If you don’t have these capabilities internally, an external team of experts can help you put together a package of tech amenities that speaks to your residents. A technology partner can accelerate your time to market with an intuitive methodology that meets your business needs without unnecessary cost or burden.
4. Support Managers and Onsite Staff
Incredible resident experiences start with your team. If they don’t have the support they need to thrive, how can you expect them to offer it to your tenants? When the property management team is well supported, they can better build a sense of community and implement innovative technologies, contributing to a higher quality of life for residents. Essentially, investing in the well-being and effectiveness of managers and onsite staff is investing in the satisfaction and happiness of your residents, creating a positive feedback loop that enhances the overall resident experience.
Working with a great technology partner who keeps your onsite staff in mind is one way to offer this essential support to your team. While upgrading your property to the best proptech, your team won’t need to learn about the intricacies of how it works—your partner will handle the majority of interactions with residents and providers so none of you have to worry about it.
Creating exceptional resident experiences at multifamily properties requires a multifaceted approach that prioritizes customer service, offers quick maintenance repairs, prioritizes tech amenities, and supports staff. By implementing these strategies, you can distinguish your property in a competitive market, increase tenant retention, and foster a positive and thriving community that residents are proud to call home.
Rely on Simplified Bulk Tech from Onboard
Your days of laboring over vendor tech, internet, and resident oversight are over. With Onboard, you can rely on tailor-made bulk tech and internet at exclusive rates, making program management a breeze. Our fully managed internet and media amenities empower you to seamlessly integrate tech across all units of your property, supercharge revenue, save time on relentless resident calls, and depend on ongoing service that pays for itself. Best of all, you’ll elevate the resident experience—all while saving your own team time. Onboard’s support and software handle 95 percent of interactions with residents and providers.