By Jenna Weinerman

Published Sep 30, 2024

Updated Sep 30, 2024

We were thrilled to be part of the Florida Apartment Association’s Inspire 2024 conference last month. Our very own Lucas Bourgeois took the stage on a panel that dove deep into what makes move-in experiences truly exceptional. The session was packed with insights for community managers and property management pros, highlighting how those all-important first impressions can make or break residents’ lease renewals and loyalty in the long run. Here’s a recap of our top takeaways:

The importance of first impressions

During the discussion, Lucas, Stephanie Anderson from KingsleySurveys by Grace Hill and Devin Lusk from American Landmark Apartments emphasized the substantial influence of first impressions. We believe that a meticulously planned move-in experience sets a positive foundation for the relationship between residents and community managers. It’s not simply about handing over the keys; it’s about delivering a welcoming experience that resonates with newcomers.

Key takeaways from the discussion

Direct link between move-in satisfaction and resident retention

The data we shared highlighted a strong correlation between move-in satisfaction and long-term resident retention. Ensuring a seamless and enjoyable move-in process is essential for reducing turnover rates and enhancing overall satisfaction.

Strategic planning for seamless move-ins

We encouraged participants to evaluate their current move-in processes strategically. By leveraging real-world data and insights from industry leaders, community managers can develop plans that not only meet but exceed the expectations of new residents.

Actionable strategies for enhancing the move-in experience

Attendees left with practical strategies for creating smooth and enjoyable move-ins, including:

• How to leverage AI and automation to create a more frictionless resident onboarding experience
• How to relieve admin burden from onsite teams
• How to balance centralization with the need for onsite human touchpoints
• How to crete a smoother orientaation process
• How to make residents feel “settled” and what that actually means

Spotlight on American Landmark’s success

A noteworthy example we highlighted was American Landmark Apartments’ use of Updater to refine their move-in process and automate everything until orientation. Since using Updater, American Landmark now delivers consistent experiences for all new residents, ensuring residents are ready at move-in. The benefits extend not only to residents but also streamline workflows for their on-site teams – Devin shared that onsite teams saved 1-2 hours on each application with Updater.

We use tools like Betterbot and Updater to create smooth, convenient experiences for residents before they move-in. Devin Lusk, Director of Marketing at American Landmark Apartments

Building communities residents love

The central theme of our panel was clear—move-in experiences significantly influence resident satisfaction from day one. We believe community managers and property management professionals must prioritize these initial interactions to cultivate communities that residents are eager to call home.

If you’re ready to revolutionize your move-in process and foster thriving communities, now is the perfect time to implement the strategies we discussed at the Florida Apartment Association’s Inspire event. Remember, the initial “hello” can set the stage for a lasting, positive relationship with your residents.

Jenna Weinerman

Jenna is Updater’s VP of Marketing and a published ReloTech expert. She’s an endless seeker of knowledge, a lover of craft brews, and a huge Philadelphia sports fan. Follow her on X here.