Resident Retention

In the apartment industry, the words “resident retention” are very important. To define it simply in my experience, it is a process to keep a resident happy in the apartment community, so that he or she will not want to move.

When discussing resident retention goals, behind closed doors, management and staff are brainstorming on ways to keep residents at their apartment communities. It costs much money to the landlord when a resident moves out. He or she is losing profits daily when the apartment remains vacant not to mention the expensive marketing mediums the landlord must pay to get people to come see the unit.

So when a resident gives a notice to move, then another, and another too often and too soon in between, someone should be paying close attention to this and looking for ways to slow these numerous departures.

One way is by surveying the residents. The apartment management may host a meeting, post surveys on doors with a small incentive, or walk door to door asking residents if there is anything they need done in their apartment and/or like to see changed in the apartment community.

Based on feedback, management and staff will accommodate their residents needs; therefore, keeping them around a little longer. Some apartment management will usually pay closer attention to resident needs during lease renewals which I personally feel is too late. Resident retention efforts should be made daily.

At least once, sometimes twice a week, there is always something going on at one apartment community I worked, because I was the one who initiated it. I wanted residents to feel like we cared and many with tears in their eyes, mind you, was most appreciative. I didn’t just keep the previous managers’ punch and cookies routine, but what I did do, was work with local businesses to get the residents the things that they needed. It was a win for everyone. Residents got discounts from local businesses, businesses got exposure, apartment visitors got to partake in some of the festivities as well. Eventually people were telling others, “My apartment community has really changed. There is a lot going on around here.”

I believe as I write that if it wasn’t for the support of management when it came to my ideas regarding resident retention we would have lost a lot of people. The previous landlords were not good and left many residents with a sour taste in their mouths. The resident retention numbers of those leaving the community were bad (in the double digits) when I came on board. There were more people going then staying and someone had to do something.

By Nicholl McGuire

When the Landlord Has to Enter Your Apartment

Those days will come where one's apartment dwelling will be visited by management. State laws require that a landlord give notice before entering one's unit. But unfortunately I have heard my share of stories of apartment management, maintenance and others not always giving at least a 24 hour notice. Most often when this happens it is due to an emergency.

Emergencies may occur in a resident's apartment such as: a water leak, electrical problem, rodent or insect nuisance, or some other problem. When this happens, usually a resident will need to clear the problem area. He or she should also pack up valuables.

There are usually sections within the lease contract that outline when staff may enter a unit including when a resident gives notice to move, so pay close attention to your lease during signing and periodically review it. Some residents are taken by surprise when their unit is already being marketed to the public before boxes are packed and they are already moved out. The inconvenience of having a stranger walk through your apartment can be irritating. One way around this is to compromise on when apartment staff can come view the apartment or simply refuse when staff show up.

I have been on both sides of the fence, the one showing the apartment and the one living there; therefore, I have mixed emotions, but I usually make the right decision when it comes to getting things done in the apartment unit. I tend to be more empathetic for staff then I would have ever been had not worked as a leasing consultant and apartment manager.

One of the biggest issues that maintenance has with residents is when they either don't report a problem or wait until it is so bad that they complain. Whenever there is a leaky faucet, watermarkings on a ceiling, a crackling sound behind a wall, lightbulbs having to be changed often, a bad odor, or frequent visits from bugs, there is a problem. Don't wait simply because you don't want to be inconvenienced, make a phone call, then another until something gets done.

Nicholl McGuire

How Soon Are You Looking to Move?

There are people right now busily surfing the Internet for a new apartment home or duplex, yet haven’t bothered to look at the calendar to find out exactly when they will give their landlord notice, schedule packing days and secure a moving date, and most of all know exactly when they will be arriving at their new location.

Too often a leasing consultant is sitting down with the potential resident helping he or she and family figure it all out. When the leasing consultant picks up the phone to answer a prospect’s question about apartment availability, he or she is also trained to ask the most important question of all, “How soon are you looking to move?” When the prospect stammers and stutters about it, the consultant will most likely help the person settle on a moving date. This is important because he or she doesn’t want the prospect to miss out on a desired apartment. What usually happens at this point is the prospect will say, “I’ll call you back.” But if the consultant is a good salesperson he or she will not let the prospect off that easy. A few more questions might be asked about one’s preference and a contact name and number is usually written down to be called again nearing the future move-in date.

Some apartment shoppers will ask if the desired apartment can be held. Most communities may hold the unit for about 24 hours without any money placed on the home. However, there is a little disclaimer that goes along with the granted request, “I can’t guarantee you that the apartment is yours, because if someone walks in here ready to put money down on it, I will have to give it to that person.” I have personally seen the disappointment in a variety of faces showing up 72 hours later or longer expecting to see the available unit and rent it the same day. There is nothing to do at this point, but show potential residents other suites which usually aren’t what they wanted. They were sold on what the person told them over the phone.

Apartment shoppers should try their best to know exactly what their needs are in an apartment home and when they would want to move-in. Without such important information, it can be frustrating for both the consultant and the shopper. It can also be annoying for the shopper to find something and not have the money to hold the apartment. This happens frequently as well. The shopper is so excited about finding a desired apartment only to be told, “You will need to put down a deposit to hold the apartment which this money goes toward your security deposit. The remaining security deposit amount and first month’s rent is expected within two weeks prior to move in which at this time you will sign your lease.” Unfortunately, some potential residents can’t afford to come up with the money so quickly. They also aren’t expected to pay twice the amount of a security deposit when it is discovered that their credit is bad.

Apartment shoppers may want to plan to save money prior to calling a consultant to schedule a tour. This way they won’t miss out on possible specials. Sometimes there is a discount given to those who sign a lease within a certain period of time. There are also discounts an apartment shopper may not know about. Some communities offer employer discounts for residents who will be working in the local area.

10 Hot Household Items You May Need this Summer

What typically happens during the summer? The children are out of school and complain of boredom, unexpected relatives show up, and the sun shines more brightly in your home exposing one’s dirty carpet, outdated curtains, stained furniture, and other ugly yard. It may be time for a thorough house cleaning and not the kind where you take a paper towel and wipe off a table kind either!

Look around your home and what do you see? Are there some old, broken items that have to go? Have you been putting off buying some things to get your children yet another toy? It’s time to put the bored children to work and give your home a makeover with some of these hot items that are often on sale year after year!

Outdoor patio furniture

The major discount stores have all kinds of sets. From rust free aluminum frame dining sets to in expensive resin patio sets. Whatever your taste or budget, it’s time to invest in some outdoor furniture for those upcoming parties!

Pool and Beach towels

Your children may be climbing the walls, worrying you about going to the pool! They will need towels for the community pool. But you may have a small yard behind a duplex, you may be allowed to include a simple blow up type on the property. Ask your landlord first.

Flowers & Plants

Make your home an inviting, happy place! Decorate the indoors with everything from plastic plants to real indoor houseplants. Then go outside and start planting some seed! Many of your packaged flower seeds are inexpensive. If you don’t want to get down and dirty purchase flowering hanging baskets.

Indoor furniture

Those uninvited guest just might pop over for a visit and if you have furniture that you are ashamed of, this might be a good time to pitch it! Love-seats, sofas, and recliners are always on sale. Some of the cheaper furniture is a bomber jacket style, soft as suede microfiber. Of course if you have more money to spend, you may want to decorate your living-room with durable, stylish wood furniture in a variety of colors. A little more money add a storage ottoman to complete your set.

Airbeds

When out of town guests come you may want to save them some hotel money by offering to let them stay at your place. If so, you may not have an additional bed. However, there are ways around spending a wad of cash. Airbeds are good to sleep on for overnight visitors. They are comfortable enough for a short visit, any longer and they will send anyone packing!

By Nicholl McGuire

10 Things Residents See Apartment Staff Do But Don’t Report

Have you ever noticed suspicious behaviors of resident managers and maintenance crew and wondered whether or not they should be doing what they do? Although some things are not written in your lease contract, there are rules that staff are suppose to follow internally and you wouldn’t know it unless you knew someone who worked on the inside. When you see any of the staff at your property doing the following things, notify corporate headquarters or the property owners. However, if you rent from a private owner, they may not have any specific protocol, but you should make them aware anyhow. Sometimes the owner is the one at fault and if so there are states' laws that every landlord is to follow. You will need to contact your local government for a handbook that lists those laws and your rights.

One. The on-site laundry facilities, gym equipment, business center, pool, or other areas being used by management for personal reasons.

You may have seen your property manager firing up the grill for a party, maybe swimming in the pool with friends, or washing his or her clothes in the laundry room, unless he or she is an on-site manager that lives at the apartment complex, they shouldn’t be doing it. You are paying for those amenities and they are meant to be enjoyed by the residents not the staff. It is an inconvenience to the residents living onsite that need to wash their clothes or have a celebration in the party room and the staff are using them. Do everyone a favor in your building and report them to corporate headquarters when you see them doing it.

Two. Managers and maintenance entering your apartment without residents knowing about it.

You are away at work not suspecting that anyone would be looking around in your apartment. Then one day you come home to discover that something in your apartment is out of place. You call the main office and they tell you that one of the maintenance men were checking for leaking faucets that day. Proper protocol should have been to leave a note by the one who had entered your apartment. Even better, some companies will notify you with a letter at least a week in advance letting you know that someone will be entering your apartment for routine maintenance. However, for emergencies there is no time to let you know in advance, but staff is still expected to leave a note letting you know when they came into your apartment and what they did while there.

Three. Management and maintenance staff inspecting residents’ trash.

Sometimes residents will leave trash in places they shouldn’t have, if you are one of those residents stop it. But if you do, maintenance is not allowed to go through your trash to find out who left it, remove plastic containers, or look for some hidden treasure. There are always those cases where trash will tip over, break, or come open and will need to be cleaned up. However, you are responsible for properly disposing of trash. Some managers will issue warnings then later serve evictions to residents for property damage.

Four. Management or staff removing packages or mail placed by the mail carrier from a resident’s mailbox or front of their door.

This one is tricky. Let’s say you have a good relationship with management and he or she was concerned about your package sitting out in front of your door for days at a time, they may remove it and take it to their office. You may have been away for awhile and your mailbox is full, so management may remove your mail at your request. However, many will not touch your mail or packages no matter how full your mailbox gets or how long a package stays outside of your door. The reason for this is that they do not want to be held responsible if your mail or package is damaged, stolen, or lost. When you are out of town it is better to designate a loved one, friend or neighbor to clean out your mailbox for you if it should overflow. The mail carrier may give the overflow of mail to management, but not always. He or she may leave a note indicating that you will have to pick up your mail at the post office.

Five. Staff showing up announced at a resident’s apartment for personal reasons or entering it unannounced such as helping themselves to some food or watching television.

When you moved into your new apartment, the last thing you expected was to be harassed by management or maintenance about going out on a date, attending an event, joining a business opportunity, visiting a church or whatever other reason they felt it was necessary to knock on your door almost daily. You also didn’t expect that someone from the staff would abuse their privileges of entering the apartment without you being at home. In situations like this, you will want to notify the corporate office and if they persist, contact your local law enforcement.

Six. Management failing to acknowledge a resident’s requests within a 24-48 hour period.

It should never take any longer than three days for anyone to get back to you about a work order request. Efficient staff will respond either that same day depending on how early you called or by the following day. Residents should never have to wait weeks at a time for a request to be granted. If you find that no matter what you ask for management just doesn’t seem to be on top of your requests, you will have to notify their boss or better yet, check your local business directory for an organization that handles tenant and landlord disputes.

Seven. Managers threatening or harassing a resident about rent.

Most states will give you a thirty day notice before they evict you. If you find that you notified management a week in advance about paying rent late and they are calling you a week later about the rent, you will want to remind them that you are aware of your rights and that you will have the rent as soon as you can. The reason why they want you to have it on the day you may have promised is because they know they have a deadline to meet when it comes to filing court papers against you. You will want to re-read your lease to find it if there are any points you may have missed regarding the payment of rent. Also, find out what your state’s laws are in regard to late rent payments.

Eight. Managers failing to make residents aware of rent increases, lease renewals, changes in management and other things related to their lease contract.

You should not be suddenly told that the property is being bought, your rent will be increased next month, and other similar things without receiving a formal notice from management. Anything that may affect your stay should always be made in writing. Never assume anything without contacting management for yourself or requesting to speak with someone at corporate headquarters. Managers are supposed to give you this information if you request it.

Nine. Managers allowing outside contractors to come into resident’s homes while they are away without staying with them or letting them know they have been there.

You may have a problem with your phone line, need cable turned on, or some other issue, management is never suppose to give outside contractors your apartment key for them to let themselves into your home. Rather, someone from the staff should be escorting the contractor through the property and unlocking the door for him or her. Most staff will leave your apartment door open while they are in your home as a safety precaution and so that you are not startled if you should come home early. They are also expected to leave a note or call you to let you know that they were in your apartment.

Ten. Managers copying master keys and leaving them with a resident’s family or neighbors.

If you as a tenant choose to leave a copy with your family or neighbor that is your business, but managers should never leave copies of your keys with anyone without your written request to do so. If there is some kind of lock out program enforced, then there may be a reason why someone onsite needs to be available to let people into their apartments. Otherwise, if there is no such program and you are not made aware that someone other than staff has a copy of your apartment key, then they are violating your rights. Once again, notify corporate headquarters, the property owners, or your local police about the matter.

When you live in an apartment complex, know what is going on with management and your neighbors. Read the company newsletters, if they have any, and know about any upcoming changes that may be happening in management and on the property. Also, be friendly with at least one of your neighbors by waving, helping them carry something, knocking on their door if mail was mistakenly placed in your box or you noticed something strange. Keep your ears open to rumors and call management to confirm the truth. When you make attempts such as these to get to know the people in your community, they may be helpful to you in the future by watching your property, assisting you when you need help, and keeping you informed of the latest happenings.

By Nicholl McGuire