MHN Executive Council: Advice to Improve the Move-In Experience
Tips to make things easier for residents and property managers.
Move-in day can be stressful for the renter—and for the property manager. Looking to making the process smoother and more streamlined for everyone involved? The MHN Executive Council shares their tips.
A Warm Welcome
To optimize the move-in experience for our residents, The REMM Group focuses on two key areas. First, functionality is crucial; our onsite teams thoroughly check and test all appliances and lights before a new resident’s arrival. This proactive approach ensures everything is in perfect working order, preventing any immediate hassles or discomfort.
Second, we emphasize the personal touch. Our managers personally meet and greet each resident on their move-in day. Such interactions not only foster a welcoming environment but also address any immediate needs or questions, ranging from local dining recommendations to logistical support during the move. For instance, a recent five-star review on Google praised our manager’s effort: “The manager made the whole move-in process very easy for us and went out of her way to make sure we were all good. She’s very responsive and on top of everything.”
Regular check-ins on move-in day can significantly ease a resident’s transition. Whether it’s providing help by holding a door open, answering operational questions about the property, or simply sharing a friendly conversation, these small gestures set the tone for a positive and lasting relationship. —Susan McPeak, Corporate Ambassador, The REMM Group
Snacks! (And Other Advice)
The move-in experience is often stressful for residents, but we’ve found many ways to improve the experience. For instance, you can ensure the apartment is thoroughly inspected and cleaned well before the move-in day. This way, your resident doesn’t have to juggle maintenance requests alongside unpacking.
Additionally, we suggest that you provide residents with a dedicated point of contact with your team in case they have any questions, a welcome packet that includes information about the property and a few snacks to welcome them to their new home.
To top it all off, give your resident a follow-up call a few days after move-in. Check with them to see if they have any questions or concerns. Gather any feedback you can from them about the process and then use it to improve your processes for next time. —Cyrus Claffey, Founder, ButterflyMX
Focus on the Fun
Traditionally, properties would schedule the move-in paperwork the same day as the move in—stop that! On move-in day your new residents want to focus on moving into their apartment home. Separate completing and reviewing all the move in paperwork from the actual day of their move in, this will enable your residents to focus on a smooth, less stressful move. Do the paperwork in advance and if possible give them a tour of the location of their mailbox, trash dumpster, parking space and any other amenity that they need to be aware of—dog park if they have a pet.
Now on the day of their move in, have a couple bottles of water, a roll of toilet paper, some hand soap and paper towels ready to hand them with their keys! Or better yet, have those items nicely placed in their apartment. Make picking up their keys easy. Have their keys ready and waiting for them in the office. You can simply ask them to show their ID and joyfully hand them their keys. —Maria Pietroforte, President, Maria Pietroforte Consulting
Knowledge is Power
Moving is stressful and for many renters, the day of move-in to your community can be quite chaotic. Communicating expectations ahead of time is key to providing a smooth experience for all. In turn, utilizing technology to assist with admin work is a big help for all involved.
For example, renters receive a lot of information on their moving day and retain very little of it. While they are legally bound to the lease agreement they sign, it’s extremely helpful to disseminate less important information over the next few weeks, prioritizing the essentials for day one and allowing technology to automate communications with all other information in the days and weeks to come. On move-in day, it’s important to share how to access their new home, where the trash can be disposed of and any parking stipulations. Other items like community events, how to access amenities and paying future rent online can all be saved for another day that week. Understanding how your residents best consume information is key. (Information dumping is a real thing!)
The other important part is knowing that over 68 percent of renters prefer an in-person orientation on move-in day (reference: Grace Hill/NMHC Renter Preferences Survey). Technology can help solve many aspects of the new resident experience, but ultimately having an onsite team member show the renter their new home, answer any questions they have and provide a welcoming environment is most important. —Stephanie Anderson, Senior Director, Grace Hill
Interested in joining the MHN Executive Council and sharing your insights? Email Jessica Fiur.
