Apartment living
Where Life Happens
Collective Stories of Apartment Living
Photo by Sandy Millar on Unsplash
Apartments, those clusters of dwelling spaces stacked upon each other, are often seen as large structures of brick and mortar. But within their walls, they hold the essence of life itself. From the moment a person is born to their last breath, apartments become the backdrop for countless stories, experiences, and memories.
As property management professionals, it is our privilege to play a role in the transition of life all around us. Our everyday responsibilities help ensure the stories of life in the places we manage provide a sense of safety, joy, and reliability. Today, we delve into the heart of apartment communities, exploring the profound role they play in shaping the tapestry of human existence.
- Birth and Beginnings: Apartments often witness the beginning of life’s journey. New parents bring their newborns into the world within the cozy confines of their home, creating a nest filled with joy, sleepless nights, and the melodious cries of an infant. The walls of an apartment echo the laughter of a child taking their first steps, the clinking of baby bottles, and the warmth of a loving family.
- Friendships and Community: As individuals grow, apartments transform into social hubs. The communal spaces, be it the courtyard, recreation areas, or shared facilities, become the stage for the formation of friendships and lifelong connections. Neighbors become friends, sharing in each other’s triumphs, and offering support during challenging times. Apartment communities become a microcosm of society, fostering a sense of belonging and unity.
- Education and Growth: Apartments are not just shelters; they are educational environments. Children studying late into the night, college students navigating the complexities of newfound independence, and professionals honing their skills – apartments witness the intellectual growth of the people who reside there. The quiet hum of concentration and the occasional celebratory shouts mark the milestones achieved within these walls.
- Love and Relationships: Love blossoms in apartments – the shared meals, romantic gestures, and quiet moments of togetherness. Whether it’s a couple moving in together for the first time, or an expanding family, apartments bear witness to the evolution of love and relationships. Each room holds the echoes of whispered confessions, shared dreams, and the growth of bonds that withstand the test of time. Sometimes love fails and the walls hold space for the pain of broken hearts – slowing beating on toward healing.
- Loss and Endings: Apartments, in their silent solidarity, also bear witness to the inevitable cycle of life. The passing away of a loved one, the packing of belongings after a job change, or the decision to move on – apartments encapsulate the poignant moments of transition and farewells. They become chapters in the stories of our lives, etched in the memories of those who called them home.
Apartments are more than physical spaces; they are the silent narrators of the human experience. From the cradle to the grave, these structures capture the myriad emotions, relationships, and events that shape our existence. As we traverse the journey of life, let’s not forget to appreciate the profound role that apartments play in weaving the intricate fabric of our stories. Whether for a season or for a lifetime, life truly happens in the heart of our homes – our apartments.
VOC
Photo by Thomas Le on Unsplash
Multifamily living has become increasingly popular over the years, with more and more people choosing apartment living over homeownership. In fact, according to the National Multifamily Housing Council, there are approximately 39 million Americans who live in apartments.
With the growing demand for multifamily living, property managers must prioritize the resident experience to ensure their properties remain competitive. One effective way to do this is using the Voice of the Customer (VOC) to inform decision-making.
The Voice of the Customer is a powerful tool that allows property managers to collect customer feedback and gain insights into the resident experience. Using VOC, property managers can identify areas of improvement, make informed decisions, and ultimately enhance the overall resident experience.
One of the most significant advantages of using the VOC is that it enables property managers to identify specific pain points that residents may be experiencing. For example, property managers can use this feedback to implement noise-reducing measures if residents consistently complain about noise levels. By addressing these concerns, property managers can create a more comfortable living environment for their residents.
Moreover, using the VOC can also help property managers make informed decisions about amenities and services. Property managers can allocate resources and make informed decisions about future investments by gathering feedback on the amenities and services that residents enjoy and use the most. This ensures that residents are happy with the amenities and services provided and helps property managers make the most of their budget.
In addition to improving the resident experience, using the VOC can positively impact the bottom line. Property managers can reduce resident turnover and increase satisfaction by addressing specific pain points and enhancing the overall resident experience.
This, in turn, can lead to positive reviews and word-of-mouth referrals, which can ultimately help attract new residents.
All Aboard The Spirit Train
I recently heard a story from a friend who is also in the property management business about an apartment community that was promoting an early renewal contest. The community sent out flyers telling residents that if they signed renewal papers early, they would be entered into a raffle. So a resident excitedly entered the leasing office early with his paperwork and, as my friend stated, “that’s 12 more months of rent right there” and their office associate begrudgingly took the paperwork, almost as if not interested in dealing with this obviously-satisfied-enough-to-renew-for-another-12-months resident, that there was not even a smile on his face and didn’t even mention the contest until the resident asked about his raffle ticket.
I understand that sometimes we as property management communities forget that our every day job is the same place that our residents want to look forward to coming home to after a hard day of school or work. I can even think back to times when I was really tired and busy and would lose sight of the fact that where I work is where people live, their home, the place they chose to live (and renew) among the hundreds of others, but even then I can’t remember being annoyed and ungrateful when they brought their renewal paperwork back or got excited about a contest or event (especially because sometimes it took a lot of work on my part to get that renewal paperwork back!). The fact that they got excited about contests and events was often the motivation I would need to get back on the spirit train.
I visit on-site teams now to help them think of new ways to involve residents in the community, and more and more I hear them tell me that their residents don’t want to be involved or aren’t interested in the community experience. And I honestly started to believe it. Then I hear a story like this, and it makes me think: If when they are excited and motivated enough to participate, they are then let down by feeling like they are being bothersome, it’s no wonder they “don’t want to participate”. Just as we would not want to go home to someone who’s miserable to have us there, neither do our residents and it just might mean they go elsewhere where they are appreciated.
While I will not naively believe that every resident will get excited about or become involved in every community activity that is presented to them, that story helped me to regain that spirit and confidence in the importance of resident appreciation and community activities and I hope to motivate our teams to get back that spirit instead of giving up.
I would love some advice and even some great stories that I can share to help others regain their spirit and motivate them to continue to think outside the box and create a living experience that is truly memorable for their residents.
Property Management Fundamentals
Our apartment maniac friend, Eric Brown, posted this yesterday. I have to say, I agree with the implication he makes and can’t wait to see what kind of feedback he gets. Great post Eric.
The one remark I would make is that something as simple as keeping the promises you make to residents, prospects and vendors is as valuable as the next new thing. One way to stay ahead of the competition is to make and keep promises to all of your constituents. Being different starts with being thoughtful and trustworthy. Both are worthy goals and game changers if executed well. Both play well and set the stage for Eric’s point.
