OWNER’S HANDBOOK

FIRST IMPRESSIONS

Why are Resident first impressions vital for a lasting relationship?  In the hotel world, one high-end executive puts it this way: “If you lose them at the beginning, it is very hard to recover. In their mind they’ve decided it is a bad hotel.” According to a recent Wall Street Journal article, the goal of hotels is to dazzle guests during the first, crucial 15 minutes of their stay—or at least avoid annoying them.  Why? The shorter the time frame a customer experiences your product and service, (the resident is your customer, and your rental property is your product and service) the more weight is placed on the experience during that time. If the customer has only one great experience during their first 15 minutes, your rental property is 100% awesome! But, if they have only one bad experience, your rental property is the worst thing they have ever experienced. However, once a customer has been living in your property for several years, even several horrible experiences may not sour the relationship provided the customer has had many more great experiences.

Whether they were able to put it into words or not, many of our property owner clients understand deep down and hire Real Property Management for this purpose—to provide their residents with a wonderful customer experience. Residents who have a series of great experiences in your rental property are more likely to stay longer and take better care of the property.

When the property is vacant, a great first impression often means the difference between the property renting or remaining vacant. Every detail matters, from the website marketing, to how questions are answered, to the condition of the lawn, to the cleanliness of the property—all make up the first impression. Both the physical property and the service received make up that first all-important impression.

Once a lease is signed, the new Residents have already had some first impressions of Real Property Management Express during the application and leasing process, and they have had a small first impression of your property when they viewed it. Good news. Those impressions were enough to convince the resident that your property was the home for them. Now it is time to deliver on those first impressions and confirm that your rental property is indeed a great place to call home.

 

Great Customer Experience Equals More Profit

Whether they were able to put it into words or not,  many of our property owner clients understand deep down and hire Real Property Management for this purpose—to provide their residents with a wonderful customer experience. Residents who have a series of great experiences in your rental property are more likely to stay longer and take better care of the property.

Delivering the Promise

The new Residents have already had some first impressions of Real Property Management during the application and leasing process, and they have had a small first impression of your property when they viewed it. Good news.  Those impressions were enough to convince the resident that your property was the home for them. Now it is time to deliver on those first impressions and confirm that your rental property is indeed a great place to call home.

We understand property management and property investments. With over thirty years’ experience in property management and more than 300 offices in the United States and Canada, we have become the largest property management franchise in North America.

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