MHN Executive Council: Even More Ways to Improve Resident Satisfaction
Practical tips for personal touchpoints and moments of connection.
Multifamily is more than just a building with apartments. It’s about the residents who call the community a home. We’ve covered some ways to increase renter satisfaction. And here are some more suggestions from our MHN Executive Council.
Micro-Moments
At the end of the day, renewals don’t come from a gift card or a flashy amenity. They come from how a resident feels living in your community: seen, heard, and genuinely cared for. That’s the bar we hold ourselves to.
One thing we’ve leaned into is what I call micro-moments of connection. It could be a personalized renewal message that references their favorite community event or a quick check-in after a maintenance request. These moments build trust, and trust is what drives retention.
Lastly, we treat feedback like a live pulse. Every survey or comment is a signal, and we actually act on it. Whether it’s shifting amenity hours or adding a new service, we make it clear to residents: you spoke, we listened.
It’s not about over-engineering the experience. It’s about consistently showing up—in ways that feel personal, responsive and real. That’s what keeps people renewing. —Cyrus Claffey, Founder, ButterflyMX
Personal Touchpoints
Get personal. Find out what your residents like. Send personalized notes, texts, or emails. Include a handwritten note or reference something new in the area that they can try out.
Create welcome kits that reflect lifestyle. Which means you must get to know your prospects. Tailor move-in welcome kits to the resident type: pet owners, remote workers, families, etc.
Try resident-led volunteer days. Empower residents to propose and lead volunteer events (park cleanups, food drives). Make sure that your team attends! Offer small budgets or incentives like rent credits or community recognition. Partner with organizations that let residents volunteer on-site (e.g., packing school kits in the community lounge). Highlight these events in newsletters and feature resident participants. Resident recognition wall or social media spotlight. Recognize residents who volunteer in or outside the community. Create a bulletin board or digital “Wall of Good” that spotlights community involvement stories.
Create personalized digital touchpoints. Use your CRM tools to automate but customize birthday wishes, lease renewal reminders, and event invites. Send Memes and video messages that catch residents’ attention.
Survey residents on hobbies and create small, opt-in groups (book clubs, cycling, pet lovers, foodies). Send personalized invites to events based on interests.
Why these work: Personalization makes residents feel seen, not just like a “unit number.” Volunteerism creates a sense of purpose and belonging, increasing emotional investment in the community—key drivers for retention. —Maria Pietroforte, President, Maria Pietroforte Consulting
Interested in joining the MHN Executive Council and sharing your insights? Email Jessica Fiur.
