MHN Executive Council: New Ways to Improve Resident Satisfaction
Looking to increase renewals at your community? Try these suggestions!
Happy residents are more likely to stay when their leases are up. Looking for new ways to increase renewals at your community? The MHN Executive Council shares their insights.
Good Connection
At The REMM Group, we use a combination of smart technology and meaningful human connection to improve resident satisfaction and drive renewals.
We leverage a variety of tech tools to gather real-time insights from resident feedback and surveys. This helps us quickly identify areas for improvement—whether it’s upgrading amenities, addressing maintenance concerns, or planning capital improvements that reflect what residents actually want.
We also track team member performance in ways that motivate and support them—rewarding those who go above and beyond, and providing timely coaching when needed. A well-supported team creates a more positive, responsive living environment.
But technology is only half the story. What truly sets our communities apart is the effort we put into building real relationships. From casual pop-up events like “Breakfast on the Go” or “Pizza Night” to more organized gatherings like sip-and-paint nights, Halloween parties, or town hall meetings—we create opportunities for neighbors to connect with each other and with our onsite teams. We even invite local businesses or the police department to join us at times, strengthening community ties.
In a world filled with automation and AI, we never lose sight of the human element. Residents want to feel seen, heard, and part of something real—and that’s exactly what we strive to deliver every day. —Susan McPeak, Corporate Ambassador, The REMM Group
Keep Informed
Our approach is grounded in being proactive and data-informed. We monitor short-term reputation trends to spot potential issues early, and our marketing dashboard helps us compare performance across communities. That gives us a clear picture of what’s working and where we need to improve. From there, we focus on targeted actions, whether operational or communication-based, that reflect what residents actually value. Ultimately, retention is driven by consistency, responsiveness, and the sense that their experience matters. —Jim Love, Vice President of Marketing & Brand, Draper and Kramer
Relaxation Mode
Happy, satisfied residents enjoy an exceptional degree of livability that stems from every design decision we make. We prioritize integrating comfort with elevated performance, functionality, adaptability and flexibility. We achieve this by digging deep into demographic and geographic influences, as well as researching and staying ahead of the latest tech developments and innovations. Understanding the cultural and lifestyle trends around work, fitness, wellness, and entertaining helps us create not just beautiful, inspiring spaces, but spaces that actually elevate the experiences of those who experience them.
We design spaces with adaptability and flexibility in mind so they can effectively and effortlessly transform to suit residents’ needs and interests. Workday environments settle into relaxation mode and seasonal influences foster adjustments to cool or warm temperatures, fresh air and light. We consider adjacencies when thinking about including coffee stations, wine bars or any refreshment station as they can easily convert from morning coffee to happy hour refreshments.
Technology-enriched pods, cubbies and nooks, allow residents to stay in touch with work while getting a workout in. By selecting and arranging appropriate furnishings, integrating adjustable dimmable lighting, and capitalizing on retractable windows and doors, the lines between indoors and out can be blurred and spaces can be expanded for even more livability. —Mary Cook, President, Mary Cook Associates
Interested in joining the MHN Executive Council and sharing your insights? Email Jessica Fiur.
