- Call 888.655.5825 or Request A Consultation
In a previous blog, we discussed how renters prefer a flexible move-in experience. It should be no surprise that residents also prefer an accommodating and convenient move-out process. Moving out is often precipitated by a new job or a new house, and time is an extremely valuable asset during these stressful changes. Offering flexibility and comprehensive information will wrap up your residents’ experience with you on a positive note.
The Emotions of Moving Out
Our recent survey on the renter’s journey revealed certain feelings that arise when one looks for an apartment. Logically, these same emotions are attached to the moving-out process. Excitement, expectation, urgency, and anxiety are common feelings your renters may experience as they prepare to move. Stress levels can rise when residents need to pack, coordinate truck rentals, hire moving help, perform unit maintenance, schedule the final inspection, and tie up other loose ends.
Property managers are also expected to take on quite a few responsibilities. They need to make sure that the soon-to-be-vacated unit is ready for the next renter and that security deposits are appropriately released or withheld. They also need to gather as much data as possible from the current resident in order to improve their community.
How can you ensure that this process satisfies both renters and property managers? The key is organization and accommodation.
Information and Flexibility
Residents need guidelines for a smooth move-out experience, just as they did when they moved in. Provide clear guidelines that respect the noise levels and flow of traffic in your community. If you require a move-out inspection, make sure this is scheduled at a time that is convenient for both you and the residents. Additionally, taking the following steps can help streamline operations:
- Schedule a final walk-through/inspection of the unit.
- Fully inform renters about final inspection expectations and what maintenance must be performed in order to retain their security deposit.
- Give details about community regulations regarding moving truck parking locations and specific moving hours.
- Provide helpful resources, such as moving dollies and special elevator usage.
- Allow a flexible move-out period that accommodates a busy schedule, if possible.
- Conduct an exit interview to collect data.
The more information you provide, the more likely the move-out process will run smoothly.
The Exit Questionnaire
Consider integrating an “exit interview” questionnaire into the moving-out process. This survey can become a valuable resource that gives constructive feedback to help improve your community. To increase the likelihood that residents will take this survey, you may want to offer incentives such as a gift card or other small token of your appreciation as motivation. Some key questions to ask on your questionnaire are:
- Why are you moving?
- What did you enjoy most about living here? The least?
- If you could change one thing about this community, what would it be?
- Will you be willing to review us online?
The answers to these questions will help you gain valuable data about your community, as you’ll uncover trends about to your community’s strengths and weaknesses. This feedback can be extremely useful in helping you to grow as a property manager and tailor your community to current renter preferences.
Opportunities from Reviews
Making a great final impression can improve or solidify a positive experience the resident has of your community. This can result in good reviews online that boost your SEO and credibility. In fact, according to Vendasta, 74% of consumers trust online reviews as much as word-of-mouth input. This is a huge factor in renter search trends. To capitalize on this statistic, gather as many positive reviews as possible on your community’s business listings.
An exit questionnaire creates an excellent opportunity to ask for an online review. Reviews are incredibly important for building your online reputation, so when residents agree to post their thoughts, make it convenient for them. This can be as simple as directing them to your Facebook page or emailing them a review link to Yelp. take advantage of the timing.
Lasting Impressions
By keeping operations flexible and streamlined, the move-out process can be seamless for your renters and a non-issue for your current residents. Proactive property managers can use the move-out experience to make a good last impression, gain valuable feedback through exit surveys, and request positive online reviews.
