Creating a warm welcome: The role of personal touch in resident satisfaction at Centerpoint
Rocio Martinez, the Assistant Property Manager at Centerpoint, a Dayrise Residential community in Fort Worth, Texas, is dedicated to providing residents with a move-in experience that goes beyond expectations. Her focus on making each new arrival feel like a valued part of the community sets a high standard in the multifamily housing industry. This commitment to exceptional service and personalized touch is more than just a practice; it’s a strategic approach that directly impacts resident satisfaction and retention.
Making move-ins memorable: The human touch
Rocio emphasizes the importance of guiding new residents through each step of their move-in process, ensuring they feel supported from start to finish. “We try to be very proactive… instead of just being like here, your keys are in your folder have a great day,” she shares, highlighting the emphasis on providing a detailed walk-through on move-in day. This aligns with a 2023 KingsleySurveys study, where 68% of renters expressed a preference for an in-person orientation on their first day in their new apartment. This face-to-face interaction ensures residents understand their new home and feel comfortable with the amenities, fostering a positive first impression.
Leveraging technology for a seamless experience
Rocio also recognizes the role of technology in streamlining the move-in process. Centerpoint uses Updater Pro | Onboarding, to simplify move-in tasks such as setting up utilities, transferring renter’s insurance, and scheduling move-in dates. “Using Updater has allowed us to time-manage our move-in tasks so much more,” she notes. The impact of this is significant, as a study by Dimensional Research found that 97% of renters are more likely to choose a community that offers a streamlined move-in process, underscoring the importance of efficiency in attracting and retaining residents.
Saving time, improving satisfaction
Before implementing Updater, the process of organizing move-in details was more time-consuming. Rocio describes how tasks that used to take 20 minutes now take just two, allowing her to focus on other essential aspects of property management. This time-saving aspect is crucial not only for staff but also for residents, who appreciate the smoother transition. An Updater study from 2023 revealed that 70% of renters believe that “settling in quickly” is the most vital element for a happy move. With a streamlined process, residents can get into their new homes faster and with less hassle, making a strong start in their new community.
A strategy for retention: Focus on the move-in experience
Rocio understands the direct link between a smooth move-in experience and resident retention. “I can’t reiterate enough how important it is for the move-in experience to go smoothly… it sets the tone for how our residents are going to feel about us,” she explains. This insight is critical, given the competitive nature of the multifamily industry. By ensuring a positive experience from day one, properties like Centerpoint can improve renewal rates and maintain high occupancy levels.
As technology continues to evolve, Rocio sees further potential for improving the move-in process, including enhanced features that could make resident onboarding even smoother. However, the human element remains central to her approach. Her dedication to providing personalized support during such a pivotal time in a resident’s journey highlights how combining advanced technology with genuine care can create lasting impressions. It’s this blend of efficiency and empathy that helps CenterPoint stand out, ensuring that residents feel at home from the very first day. “I think that resident satisfaction is always going to be our number one priority in everything that we do”, Rocio confirms.
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