This is not an uncommon spiral that plagues apartment communities from time to time. The physical condition of the apartment when toured is a compelling part of the leasing process. It says so much about resident expectations, management policies and the quality of maintenance routines and repairs. It also is a statement of whether you and your company deliver housing value at a competitive price. Delivering what is promised and/or expected at move-in is imperative. Unrealized value by a resident at this “point of sale” will stick with them through the entire lease. It will bubble up in a variety of circumstances when you expect certain things from them
This becomes a critical issue for discussion in team meetings. From discussing an action plan should be reduced to writing with assignments employing the entire team to correct these conditions.
There needs to be a target list of move-in ready apartments. This is the list to show and requires the attention and priority of the entire team to maintain the condition of apartments on this list. Leasing members should be walking these
A target list is only maintained if on-site maintenance team members cannot keep up with the upcoming availability. Remember, this is a team solution:
from other company properties or outside vendors.
There must be a community team standard for market-ready. Your weekly team meeting should periodically be conducted inside a vacant apartment home. Everyone should be asked to closely walk the apartment with specific questions in mind like: Would I rent this apartment for the quoted rent? If not, why not? This exercise with your team over a brief period will create a team expectation of value.
To consistently deliver this value to every new prospective resident on tour and every move-in also requires the entire team. This is done with a ready checklist that is posted in each vacant apartment and initialed by everyone that touches the turn. An apartment is ready when the documentation, including a final walk, says it’s ready. Finally, upon