The Customer Service That Pays: How Exceptional Resident Experience Drives Retention

Author: Kollin Paulsen – Senior Manager, Customer Sales

In the competitive multifamily market, the financial costs of resident turnover are a constant pressure point for property owners and managers. From lost rent to the expenses of turnover, maintenance, marketing, and a slower lease-up period, the cost of a non-renewal quickly erodes your net operating income.

The good news? The solution isn’t about deep price cuts or high-cost property upgrades. It’s about a fundamental shift in perspective: treating your residents like valued customers. This is the essence of an exceptional Resident Experience (RX), and it is your most powerful strategy for boosting retention.

A satisfied resident is an inherently sticky resident. When people feel seen, heard, and genuinely cared for in their home, the friction and hassle of moving become a much higher hurdle. Here’s a look at how prioritizing a seamless resident experience directly translates into increased retention and a healthier bottom line.

1. The Critical Touchpoint: Streamlining the Digital Experience

Today’s residents expect the same convenience from their community as they do from any other online service. Long gone are the days of paper checks and phone tag for simple inquiries. Modern, high-retention properties recognize that the digital journey is the foundation of a positive RX.

• Easy Communication: Residents need a single, easy-to-use platform for all communication. This means real-time messaging, centralized announcements, and accessible information. By providing these conveniences, your team can ensure streamlined communication while giving residents the flexibility to connect on their preferred channel.
• Maintenance Made Simple: Frustration over maintenance is a top reason for non-renewal. A best-in-class resident experience platform should allow for lightning-fast work order submission, progress tracking, and automated status updates. The more effortless this process is, the higher the satisfaction. By working towards an automated AI maintenance model, we can ensure resident satisfaction across our communities.
• Convenient Payments: Offering flexible, secure, and multiple online payment options is no longer an amenity—it’s an expectation. Systems like our Resident Portal allow residents to pay anytime, anywhere, reducing administrative burden for your staff and late-payment friction for residents.

2. Building Community to Foster Loyalty

People stay where they feel a sense of belonging. Studies show that a resident who has made even one friend or connection within their community is significantly more likely to renew their lease. A positive resident experience actively cultivates this environment.

• Organized Social Engagement: Thoughtful events, whether virtual or in-person, are crucial. Utilize features to help your residents stay informed, like an events calendar and RSVP systems. This will help to promote events that align with resident interests—from weekend grab-n-go brunches to virtual fitness classes.
• Concierge-Level Services: Partnering with local businesses for exclusive resident discounts on everything from dry cleaning to local restaurants elevates the daily living experience from standard rental to a premium, value-added service.

3. Move-In to Move-Out: Optimizing the Resident Lifecycle

Resident experience must be exceptional at every touchpoint, from the moment they sign the lease to the moment they consider renewal.

Resident experience must be exceptional at every touchpoint, from the moment they sign the lease to the moment they consider renewal.

The ROI of Empathy and Efficiency

Resident experience is not a soft cost; it is a tangible revenue driver. When you invest in a platform that prioritizes efficiency and convenience for your residents, you directly impact your bottom line:

• Reduced Turnover Costs: Lowering your turnover rate—which can cost thousands per unit—is the single greatest financial benefit.
• Positive Online Reputation: Satisfied residents are your best marketers. They are more likely to leave positive reviews, which attracts new, high-quality prospects.

The lesson is clear: In today’s market, your property management software and your on-site team are working to sell an experience, not just an apartment. By investing in a seamless, customer-centric resident experience, you aren’t just improving satisfaction—you are fortifying your occupancy, driving revenue, and building a loyal, long-term community.