We forget about the people taking care of the resident
We talk a lot in multifamily about resident experience
Luxury experience.
Five-star service.
Hospitality.
But can we be honest for a second?
You cannot expect a five-star resident experience from a team that feels exhausted, unsupported, and completely overwhelmed.
You just can’t.
Because the onsite team IS the resident experience.
- They’re the ones getting yelled at over rent increases.
- Handling the maintenance emergency.
- Trying to calm down upset residents.
- Answering phones that never stop ringing.
- Managing tours, renewals, move-ins, vendors, delinquency, and about 47 other things at the same time.
And then we wonder why morale is low.
I think sometimes this industry becomes so focused on taking care of the resident that we forget about the people taking care of the resident.
And before anyone gets defensive, no, I’m not saying resident experience doesn’t matter.
It absolutely does.
But exhausted teams do not create exceptional experiences consistently. Eventually, something starts slipping:
- Communication.
- Follow-up.
- Energy.
- Culture.
- Performance.
The best properties I’ve ever seen were not the ones with the fanciest amenities. They were the ones where the teams actually felt supported.
Because when people feel valued, heard, trained, and backed by leadership, it shows in EVERYTHING.
Residents feel it too.
Mic drop:
Your resident experience will never outperform your employee experience.
Source: Multifamily Insiders
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