First Impression

Prospective residents often make snap decisions about an apartment, which is why it’s so important that their initial impressions about your community are good ones. This month, MHN partnered with Kingsley Associates to learn about the prospect experience.

❝ Clearly there is a disconnect between the online appointment booking and actually booking an appointment. I was not expected when I showed up, even though I filled out the form online about two days prior and received a confirmation email. ❞
—Philadelphia
❝ The customer service was terrible, and the leasing consultant never even introduced himself. It made for a very bad first impression of the community. I didn’t feel at home and welcomed at all. Please work on your team’s friendliness. ❞
—Towson, Md.
❝ I made an appointment but ended up waiting 30 minutes once we arrived because a walk-in was there. Also, I am still waiting for a quote the leasing rep is sending. ❞
—Annandale, Va.
❝ I wish the fitness center machines (treadmills, elipticals) had ledges to place a magazine or iPad during workouts. ❞
—Chicago
❝ We were not given enough privacy to discuss our thoughts about the community/unit before putting down a deposit. ❞
—Tewksbury, Mass.
❝ The leasing agent I worked with was very patient, explored the grounds with me and was very enthusiastic throughout the touring process. ❞
—Pasadena, Calif.
❝ I was likely to lease here after my tour, but online reviews about the staff and the state of the facilities changed my decision. ❞
—St. Louis
❝ I was in awe of the community, and the moment I walked into the two apartments I saw, I was in love with it. I liked having the option of having a guided tour or a self-guided tour—that way I didn’t feel pressured to buy into it.. ❞
—Chandler, Ariz.
❝ I would have liked to view the different floor plans instead of relying on pictures in the brochure.
I was very hesitant to sign a lease for a floor plan that I have not seen. ❞