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9 Ways to Improve Your Resident Experience

Resident experience is the sum total of interactions and experiences a resident has with their property manager and the rental property itself – from the initial lease signing to the eventual move-out and all the day-to-day living moments in between. It encompasses everything from the quality of services provided, like timely maintenance and communication, to the overall livability and enjoyment of the property. In essence, it's how a resident perceives their rental journey in its entirety. Excellent resident experience management is the mark of a top-tier property management company. It boosts resident retention, satisfaction, and outcomes. In this article, we delve into nine actionable ways to enhance the resident experience in your single-family rental properties, fostering stronger relationships and, ultimately, achieving greater success in property management. Read the full report! If you haven’t already heard, we recently published our first-ever State of Resident Experience Report, which explores resident experience management: the pivotal touchpoints between a resident and a property manager. The report draws fresh insights from the SFR property management industry and explores the three top factors impacting resident experience right now. 1. A Seamless Move-In Experience Ah, the move-in process – the start of a beautiful friendship between the resident and the property manager. It's a bit like a first date – you're setting impressions that could make or break the relationship. A seamless move-in experience is your chance to roll out the red carpet for your new residents, showing them they've made the right choice (and have definitely swiped right on the best property around). And guess what? A resident who's had a great move-in experience is a happier one. Happier residents stay longer, pay on time, take care of the property, and make positive recommendations. Resident experience examples: How to build a perfect resident move-in experience Here's how to ensure your move-in experience hits all the right notes. Clear Communication: Provide detailed information about the new home and move-in process, including key collection, utility setup, and property rules. Who's handling utilities? Where's the best pizza joint nearby? Share all the important details. Welcome Packet: Roll out the resident red carpet with a welcome packet. Not only does it have all the must-know info, but it also says, "Hey, we're glad you're here." Include essential information such as garbage collection days, rules, important contact numbers, and a neighborhood guide. Property Readiness: Nothing dampens spirits like a flickering light on the first day. Ensure the property is thoroughly cleaned, all appliances are working, and any previous damages are repaired before the move-in date. Efficient Paperwork: Let's face it, nobody loves paperwork. Make it painless with easy online forms and digital sign-offs. Personal Touch: A little welcome gift can go a long way. It's like saying, "Welcome home, neighbor. We're going to rock this thing." Second Nature’s Resident Benefits Package includes a Move-in Concierge to ensure the process is seamless and personal. 2. Responsive Communication In the symphony of successful property management, responsive communication is your melody. It's the backbone of a harmonious resident experience, and when done right, it can elevate your property management status from “forgettable” to “virtuoso.” The sooner you respond to your resident’s queries or concerns, the more they'll feel valued. And a valued resident is a happier resident. Remember, good communication isn’t just about speed—it’s about clarity too. It's like being a great tour guide in the bustling city of property management—clear, informative, and always ready to help. Ways to improve communication with your residents Let's explore some best practices: Multiple Channels: Embrace the digital age! Offer various communication channels like emails, text messages, phone calls, and even a resident portal. Variety is the spice of life, right? Be Proactive: Don’t wait for your residents to reach out with issues. Regularly check in and ask if they need anything. Set Expectations: Be clear about your communication protocols. Let your residents know when and how they can reach you and when they can expect a response. No one likes to be left on read! Listen Actively: When your residents speak, lend them your ears! Show understanding and work collaboratively towards solutions. It's a two-way street, after all. Be Respectful: Always communicate with respect and professionalism. Treat your residents the way you’d want to be treated – it’s the golden rule, even in property management! 3. Better Maintenance Services with Quick Response Times Think of maintenance services as the superheroes of the property management world. When done right, they swoop in to save the day, ensuring minor issues don't escalate into supervillain-sized problems. Quick response times? That's your superhero's super speed. The quicker the response, the happier your resident, and the safer the day. How to improve maintenance services and response times Here's how to get your property management cape (sorry) flapping in the wind: 24/7 Maintenance Line: Offer a dedicated line for maintenance requests. To belabor our superhero analogy, it’s like having a bat signal for your tenants – they know help is just a call away. Online Reporting: Make it easy for tenants to report issues. An online system can keep things organized and ensures no request gets lost in the shuffle. Prompt Follow-up: Act swiftly on maintenance requests. Even if you can't fix the issue immediately, acknowledging the request and providing a timeline can ease the resident's mind. Regular Inspections: Regular property inspections can help you catch potential issues before they become major headaches. It's all about that ounce of prevention! Trusted Vendors: Work with reliable and professional vendors who provide quality work in a timely manner. They're your sidekicks in maintaining property harmony. 4. Resident Surveys and Active Feedback Gathering Resident surveys and feedback gathering are your property's annual check-up, a key health indicator for your relationship with residents. These invaluable tools allow you to take the pulse of resident satisfaction, uncover hidden issues, and celebrate what's working well. When residents see their feedback being valued and acted upon, it creates a sense of involvement and community, enhancing their overall living experience and driving resident retention. Importantly, active feedback gathering shows your residents that their voices matter. It instills a sense of ownership and care that can often lead to better property care and longer tenancies. How to turn resident feedback into a better resident experience Here are some ways to champion feedback in your property management: Regular Surveys: Don't just wait for the annual survey. Keep the feedback coming in regularly, like a monthly check-in or a quick poll after a service call. It's like catching up over a virtual cup of coffee – relaxed and informative. Feedback Boxes: Consider setting up a digital feedback box where residents can drop their thoughts, ideas, or concerns anonymously. Think of it as your modern suggestion box. Act on Feedback: Here's the real deal – taking action. Show your residents that their feedback isn't just being heard, it's being actioned. 5. Resident Rewards Resident Rewards are a huge factor in resident retention and satisfaction. Rewards make residents feel appreciated and have proven to incentivize habits like on-time payments and better care for the property. Perks like this can significantly boost resident satisfaction, increase lease renewals, and even stimulate referrals. It's a win-win all around! For multifamily and apartment community managers, that might look like community-focused programs. For single-family property managers, we’ve got some other tips. Second Nature’s Resident Benefits Package includes a robust resident rewards program. How to improve the resident experience with resident rewards Here's how you can sprinkle some rewarding magic into your resident experience: On-Time Rent Rewards: Create a system that rewards residents for consistently paying their rent on time. It could be a small discount or a gift card to a local coffee shop. Longevity Rewards: Celebrate lease renewals or long-term residents. A gift, a discount, or even a personalized note can make your residents feel valued for their loyalty. Referral Rewards: Turn your residents into ambassadors! Offer a discount or a bonus for any referral they make that signs a lease. Surprise Rewards: Keep the excitement alive with occasional surprise rewards. It could be as simple as a movie ticket or a voucher for a free car wash. 6. Incentive Programs Incentive programs are the next level of resident engagement that professional PMs offer. They can positively influence resident behavior, promote a sense of belonging, and even enhance your property's appeal to prospective residents. When residents feel that their good habits (like timely rent payments) are being recognized or they're being offered valuable services (like credit reporting or identity protection), it builds loyalty and satisfaction. It's like saying, "We're in this together, and we've got your back!" How incentive programs can boost the resident experience Here's how to serve up a great menu of incentives for your residents: Credit Reporting: Offer a program that reports timely rent payments to credit bureaus. It's a win-win: they pay their rent on time, and they build their credit! Identity Protection: In a world where digital safety is paramount, offering identity protection services can be a powerful incentive. It's like providing an invisible, protective bubble around your residents. Rent Discount for Referrals: Encourage residents to become your ambassadors. Offer a rent discount or a gift for successful referrals. It's like having your very own fan club. Early Payment Incentives: Reward residents who pay their rent well before the due date. It could be a small discount or a token gift, but it makes them feel appreciated. Rewards for Green Habits: Encourage residents to adopt environmentally friendly habits, like recycling or energy conservation, and offer incentives for their green efforts. This can really help in SFR when you don’t have the same level of control as PMs managing an apartment building. 7. Support Tools Support services work behind the scenes, often unnoticed, but they play a crucial role in streamlining the resident experience. From filter delivery subscriptions to online payments, these services add a layer of convenience and assurance for your residents. Integrating support services into your property management strategy can not only elevate resident satisfaction but also reduce your workload. It's like having a friendly assistant who's always ready to lend a hand, both to you and your residents. How to create support services that add convenience to your resident experience Here are a few ways you can amplify your resident experience through support services: Filter Delivery Subscription: Offering a filter delivery service for your residents ensures their HVAC system is always protected. It reduces your maintenance issues and costs and ensures they have a safe living environment. Second Nature’s filter delivery reduces resident and PM costs by hundreds of dollars a year. Online Rent Payment: Providing an easy-to-use online portal to process and automate rent payments and lease renewals adds a layer of convenience for you and your residents. Maintenance Request Portal: An online system for maintenance requests helps keep track of issues and ensures timely response. It's like having a 24/7 maintenance desk at their fingertips. Digital Notifications: Use email or SMS notifications to keep residents updated about important things like maintenance schedules, community events, or changes in property rules. Proptech solutions can help with digital support. Resident Portal: A comprehensive resident experience platform where tenants can access services, find information, and connect with management can significantly enhance the overall resident experience. 8. Concierge Services Concierge services are the above-and-beyond offerings that can truly set your property apart from the rest. This personalized attention can transform the often stressful processes into a smooth and enjoyable experience. How concierge services help with resident experience Here are some other examples of concierge services: Move-in Concierge: Who doesn’t want a personal assistant during the often chaotic time of moving? A move-in concierge helps with utility setup and pricing comparisons and provides local area information. Learn more about Second Nature’s Move-in Concierge in our Resident Benefits Package. Cleaning Services: Offering access to trusted cleaning services, whether for regular use or during the move-out process, can be a huge convenience. Maintenance Scheduling: A service to help residents schedule routine maintenance can keep their homes running smoothly without them having to worry about coordination. 9. Insurance While, as a property manager, you carry insurance for the physical property, it's equally important for your residents to have renter's insurance. Your coverage protects your owners' real estate investment. Renter’s insurance protects residents’ personal belongings and covers them for liability, and it's a small investment for significant protection. Plus, in case of a mishap, it can help the recovery process go much more smoothly. Resident experience examples: How to leverage a renter’s insurance program Here's how you can integrate insurance into your resident experience: Educate Residents: Make sure your residents understand the importance of renter's insurance, what it covers, and what it doesn't. This is critical information that every renter should know. Insurance Requirements in Lease: Include a clause about renter's insurance in your lease agreement. This helps to set the expectation right from the start. Annual Reminders: Send out annual reminders for policy renewals. It's a small step, but it ensures continuous protection for your residents. Renter’s Insurance Program: While most property managers require insurance, less than half of renters maintain coverage. Second Nature has developed a renter’s insurance program that has 100% compliance and leaves residents – and you – with the coverage they need. How SecondNature Improves Resident Experience Resident experience – those pivotal touchpoints between a resident and a property manager – can significantly shape the success of a single-family rental home. At Second Nature, we’ve built our entire company on the idea that resident experience can change the game in property management. Our Resident Benefits Package wraps up each of these strategies into an all-in-one resource for property management companies. It saves money for you and your residents and delivers the best in convenience and resident experience. Learn more about the Resident Benefits Package or read our State of Resident Experience Report.

Calendar icon July 18, 2023

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Tenant Gift Ideas for All Occasions

As Second Nature, we recognize that many in the industry use terms like "tenant gifts." However, you'll see us use the term "resident" in place of "tenant" as a way to emphasize the human element of property management. There may be instances where "tenant" and "tenancy" are used for legal purposes, or in quotes from property managers or other sources, but we prefer "resident" because it better reflects who they are as people, and sets property managers up to forge stronger relationships with them. Building strong relationships with your residents is essential to running a successful rental property (or properties). That’s why thoughtful, well-timed gifts can be a great way to not only create a sense of community, foster goodwill, and boost retention, but ensure the long-term success of your property management business. In this blog, we’ll explore: What resident gifts are, as well as practical and personalized gift ideas for all budgets and occasions The benefits gifts provide to both property managers and residents When to give resident gifts, such as key events like milestones or holidays Benefits of resident appreciation gifts Who doesn’t like feeling appreciated? Showing your residents what they mean to you can offer numerous advantages, helping to foster a positive and lasting relationship. Increases resident retention: A thoughtful gift demonstrates that you value your residents, making them feel appreciated and more likely to renew their leases. Encourages positive reviews: Happy residents are more likely to leave glowing reviews, boosting your reputation as a property manager. Sets you apart: Small gestures of goodwill can distinguish you from other property managers, making your properties more desirable. Builds trust and respect: Resident appreciation strengthens the manager-resident relationship by fostering mutual trust and respect. Maintains the relationship: If there has been a misunderstanding or miscommunication between the property manager and resident, a thoughtful gift from the property manager could help smooth things over. Investing in resident appreciation initiatives is a simple but effective way to enhance resident satisfaction and create a more harmonious living environment. Related: 9 Ways to Improve Your Resident Experience Why is Resident Experience Important? The State of Resident Experience Report (whitepaper) Overview of gift types There are all kinds of thoughtful gift options that property managers can offer to residents, creating opportunities to extend a sense of community and appreciation. Welcome packages: Everyday essentials like disinfecting wipes, filters, and toilet paper with a personalized welcome message are often well-received by new residents who are just moving in. Discounts or special offers: Reduced rent or exclusive deals, especially during the holidays, can go a long way in showing appreciation. (Learn more about different resident rewards you can offer through Second Nature’s Resident Benefits Package.) Gift cards: Options like coffee gift cards, grocery store vouchers, or spa services provide flexible and practical benefits. Other ideas include gas cards or gift cards from large retailers (such as Walmart or Amazon). (Gift cards are a type of resident rewards you can customize in your Resident Benefits Package.) Community-building contests: Organizing monthly or seasonal contests or giveaways for residents can foster engagement and create a stronger sense of community. Seasonal treats: Consumables like holiday-themed candy, desserts, or other festive goodies. Pet-friendly gifts: If your company allows residents to have pets, toys or treats for furry friends can be a thoughtful touch. Each of these gift ideas is a simple yet effective way to show residents that their satisfaction and happiness matter. Creative resident appreciation gifts by occasion Property managers can customize a resident rewards program, as part of Second Nature’s Resident Benefits Package, as a way to reward positive resident behaviors. Related: What Is a Rent Rewards Program? Although certain occasions or incentives can make gifting especially meaningful, you don’t always need a specific reason to show appreciation to your best residents. Here are some of the best times to consider. Welcome and move-in gift baskets for new residents First impressions matter, and a thoughtful welcome gift can set the tone for a positive relationship with new residents. Move-in gift baskets are a simple yet impactful way to show your appreciation and help tenants settle into their new home. A few approaches include: Practical essentials: Cleaning supplies like paper towels, laundry detergent samples, bathroom essentials like toothpaste, or kitchen basics like dish soap and sponges can be a lifesaver on moving day. Comfort items: Small snacks, a bottle of wine*, or a cozy throw blanket will make the space feel more inviting. (*Wine for adults over 21 only.) Local touches: Gift cards to nearby cafes, maps of the neighborhood, or coupons for local services help residents feel connected to their community. Sustainability-focused gifts: Reusable water bottles, energy-efficient lightbulbs, or biodegradable products align with eco-friendly values. First night’s dinner: Consider a gift card to a local take-out spot so that your residents don’t have to worry about cooking dinner on their first night when all their cookware is still packed away. These gift baskets not only make moving day easier but also show that you genuinely care about your residents’ comfort and experience from the start. A truly welcoming move-in gift for residents In this social post, Ian Joseph, the Owner and Founder of The Joseph Group, showcases a carefully curated move-in gift package designed to make a positive first impression on new residents. The package includes: A custom “welcome home” candle with a unique scent A freshly picked dahlia from a local farm A handwritten note from the property manager with a "dinner on us tonight” offer A folder containing resident benefits and orientation materials to help new residents settle in smoothly An orientation service offering on-site assistance from the moving concierge team This thoughtful combination of practical items, personal touches, and supportive services helps create a warm, welcoming, and stress-free experience for new residents. Resident appreciation gifts Thoughtful, personalized gifts can make residents feel valued and foster stronger relationships year-round. Whether you’re celebrating a major milestone or simply recognizing their presence in your community, these gestures can go a long way in creating memorable moments. Key milestones to celebrate Life events: Big moments like weddings, new babies, or graduations are perfect opportunities to send a personalized gift. A baby care package or a keepsake for newlyweds can make these moments even more special. Resident rewards program: Incorporate appreciation into structured initiatives like rent rewards programs, as part of your Resident Benefits Package, by offering perks such as event tickets, local discounts, or special experiences tailored to your residents’ preferences. Surprise gestures: Even small, unexpected acts—like a note of appreciation with a coffee shop voucher—can leave a lasting positive impression. Customization makes a difference Personalized gifts stand out because they show thoughtfulness. For example, a hand-written birthday card paired with a small, customized gift adds a personal touch that goes beyond standard gestures. When planning resident gifts, draw inspiration from real-life examples, ensuring they’re meaningful and relevant to the occasion. Thoughtful customization doesn’t have to be complicated, but it does make a lasting impact. Lease renewal gifts Thank long-term residents for renewing their lease—consider a gas or grocery card to show your gratitude for having such a loyal resident. You can also gift an affordable experience, like a movie popcorn basket for your residents to enjoy a nice night in, or an inexpensive goodie bag that you hang on their door. You can also offer small improvements to spruce up the unit now that it’s been lived in for a while. We’ve seen property managers offer carpet cleaning or updates to light fixtures, which would normally happen during turnover, but instead your current residents get to enjoy them! Plus, it keeps the property in good condition, which keeps your investors happy, too. Christmas and holiday gifts for residents The holiday season is an excellent opportunity for property managers to show appreciation to their residents. Thoughtful gifts not only create goodwill but also help strengthen the relationship between property managers and residents. Here are some real-life examples of successful holiday gift ideas: Delightful pies for Thanksgiving Tiffany Izenour, Principal Broker & Owner of Freedom Property Management, shared the tasty treat she gifts residents every year. In the Facebook Group, #PMHealth Group, she wrote, "Got my steps and lifting in today during our annual pie event. 🥧75 enormous pies gifted to clients, tenants, and community partners today. Managed to avoid the temptation of digging into a pie thanks to chatty clients 😁." What a great example of spreading holiday cheer with seasonal pies that residents can enjoy with loved ones during Thanksgiving. (Plus, it’s one less pie for residents to prepare on one of the biggest cooking holidays of the year.) Grocery gift card giveaway Dan McKee, President of Keyrenter Knoxville Property Management, understands the financial stressors residents experience around major holidays like Thanksgiving and Christmas. That’s why for Thanksgiving, residents were able to enter a giveaway for a $100 grocery gift card, just by liking the company’s Facebook page. For Christmas, property owners can opt-in to have Keyrenter Knoxville Property Management send residents $50 gift cards to local restaurants in a holiday greeting card - another win-win for residents. The 12 days of giving Brad Randall, Owner and Operator of Welch Randall Real Estate and Property Management, noticed that he had the highest delinquency rate for rent in the month of December. He decided to incentivize residents by implementing a “12 days of Welch Randall giving” initiative. Residents who paid rent on time during the month of December were entered into daily drawings for gifts such as cash, grills, and event tickets, some sponsored by vendors. Residents could also earn additional entries by leaving a Google review. Not only did this support residents and offer them incentives for paying rent on time, but it also fostered a stronger relationship between residents and property managers. When things go wrong Whether it’s a miscommunication with their management company, an unpreventable maintenance issue, or just bad luck, every resident will run into a tough situation eventually. Being there to support your resident in times of need can solidify trust and help improve your relationship. Consider using tough times as opportunities to really make your residents’ days in unexpected ways. Whether you’re making up for your own mistake, or just trying to cheer them up and help them over a hurdle, small gestures can go a long way. Bouncing back Melissa Gillispie of JWB Real Estate Capital prides herself on going above and beyond. Her secret is simple: listen. “Who doesn't love to feel celebrated, seen, valued, appreciated, and considered? Reach out early and often,” she said. “Identify the real roadblock or concern, and do everything in your power to listen and solve it.” In one instance, she had a resident who had a large trampoline in their backyard, but the property owner’s homeowners insurance demanded that it be removed. In response, Melissa and her team got creative. “We bought the resident their very own bounce house!” Budget for resident gifts When planning gifts for your residents, it’s important to balance thoughtfulness with budget considerations. Ultimately, your individual gift budget will also depend on your company’s finances. Make sure you’re maximizing margins so that you can reward the residents who help drive your business forward. Operating on a tight budget may seem intimidating, it’s often enough to cover small but meaningful gestures, such as personalized notes, small gift cards, or eco-friendly items. We also suggest that you speak with your tax advisor or local tax attorney to review any applicable benefits or limitations for gifts with monetary value. Final thoughts Showing appreciation through thoughtful gifts can make a significant impact on resident satisfaction and retention. By adopting a Resident Benefits Package, property managers can build stronger relationships and stand out as a property management company that truly values their residents. To take your resident experience to the next level, explore Second Nature’s comprehensive resident rewards program. Resident Benefits Packages help you create a seamless, rewarding experience for your residents while supporting your property management business.

Calendar icon December 16, 2024

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December 2024 Company Spotlight

As 2024 winds down, we wanted to take a moment to share some updates from Second Nature and give you a glimpse at what’s ahead in 2025. It’s been a big year of growth and setting the stage for the next chapter, which we can’t wait to share more about in the coming months. Here’s a quick 4-minute video detailing everything. Or feel free to read the update below: What’s in the video? Team investment for customer success: Growth on product and support to ship more benefits and help serve your business. Personalized RBP Profile Pages: Showcase your benefits with personalized pages tailored to help you market your RBP to residents. Custom RBP Explainer Videos: Customize a video that matches your RBP offering and answers the question, “What is an RBP?” Collaboration Opportunities: Share your ideas and insights with our product team to help shape the future of Second Nature's offerings. The Future of Resident Experience: A glimpse into 2025 when Second Nature evolves into a Resident Experience Platform Personalized RBP Profile Pages We’ve heard your requests for more tools to help property managers market RBPs to residents, and we’re excited to introduce RBP Profile Pages! These customizable pages are designed to detail the benefits of your specific Resident Benefits Package. Easy to link or embed on your website, they provide clear expectations and highlight the value of your services. Example of an RBP Profile Page Please submit this form if you'd like us to create this marketing asset. Our team will customize your page within five business days and share it with you for edits and feedback. We can then share instructions on how to add this to your website. Custom RBP Explainer Videos In addition to RBP profile pages, we also created custom RBP explainer videos. Each video is tailored to your specific RBP offering, so you only show what you provide to your residents. Here’s an example of an RPB video that can then be trimmed and altered to match your RBP offering: To get your custom RBP explainer video, use the same form to claim your RBP Profile Page. We'll then embed your tailored video directly onto your RBP profile page and share the video embed code for you to add anywhere else on your website. Collaboration Opportunities At Second Nature, we believe the best products are built in collaboration with the people who use them daily. That’s why we’re inviting you to work directly with our product team. You’ll have the opportunity to preview new ideas, share feedback on upcoming features, and help influence the tools that make managing properties easier and more efficient. Your insights drive our innovation, and we can’t wait to create with you. Fill out this form for an opportunity to connect with our product team to help co-build the future of resident experience. The Future of Resident Experience As we move into the next year, we’re focused on closing the “experience gap” in renting—the disconnect between modern consumer expectations and outdated rental processes. Our Resident Experience Platform is designed to make renting seamless, transparent, and personalized, turning what’s often a transactional process into a positive experience for residents. By rethinking everything from onboarding to communication, we’re empowering property managers to deliver the convenience and clarity that today’s residents expect. Together, we can set new standards for the rental experience and make 2025 a breakthrough year. Here’s to What’s Next This is just the beginning. You’ll be hearing more from us in the coming months as we work on elevating the resident experience together. We’re so grateful to have you as a partner on this journey, and we can’t wait to see what we’ll accomplish together in 2025. Let’s make it a year to remember!

Calendar icon December 11, 2024

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