Turnover is inevitable for residential properties. Inevitable, and costly.

In fact, it costs about $4,000 (about £3,160 or €3,800) to replace a resident.

So, why do people move out?

Their work will take them to other cities. Their families are gaining new members and more space is needed. Their relationships may have changed and they need time away. People change.

But, most people leave for one, avoidable, reason: an inadequate resident experience. This is a property manager’s biggest hurdle to a thriving and long-lived residential community.

Making a House a Home

The resident experience refers to how people feel about their place of living. It’s affected by two main factors.

The first factor, the property’s physical features, leave an immediate and lasting impression on the resident. Think of how they move around the property. What do they see? Excellent facilities, an appropriate living space, architecture, and interior design make for a good residential area.

The second factor, day-to-day encounters, make or break this impression. Think of what they encounter on the property. It is up to their fellow residents and the property staff, as well as the amenities and administrative system to create an environment suitable for living.

This boils down to one question: Do your residents feel at home?

A pleasant resident experience means that your property is the place to live. People are happy to stay, and more likely to recommend the place to others.

A poor resident experience caused by mounting frustrations and inconveniences means your place isn’t home. All roads lead to a short lease.

How then can you ensure a good resident experience?

Think about the basics: the upkeep of the grounds, the quality of service, and amenities. The fitness centers, the maintenance schedules, the front desk, the pet-friendly areas, the package room— Everything your residents do on the property is a touchpoint and an opportunity to improve their experience, especially those your residents need to visit regularly.

So, let’s look at the logistical center of the property–the package room.

Note that in this article we’ll be talking about the package room, but you can apply these tips to other spaces like the mailroom or front desk.

Designed for Convenience

Your package room is an amenity and should look like it. Make it attractive!

With comfy seating, vibrant plants, and other decor, you can turn a room visit into a functional feast for the eyes.

At the same time, you want to keep the space functional, neat, and tidy.

• Organize your packages by size, type, and date so that items can be retrieved quickly. You can even designate a space for high-value packages, locked away for safe handling.
• Add self-service kiosks so residents can take care of parcel tasks on their own time, if the staff can’t attend to them 24/7. Allow them to claim delivered packages and prep returned items here. Some properties may even invest in a parcel locker.
  • As a bonus, you can integrate extra features into these kiosks like charging stations or assorted stationery.
• Use signage to direct and inform residents, especially when staff are absent. It’s better to guide them along than leave them confused.
• Provide solutions for special cases. These don’t have to be related to parcels!
  • A handcart or a trolley would be good for moving oversized packages, groceries, or bulk shipments.
  • A designated recycling area would attract a lot of foot traffic and serve as a touchpoint for community sustainability.
• Utilize modern solutions to eliminate the red tape and hassle of physical tasks.
  • With automated notifications, you can instantly inform residents of their deliveries via email or SMS. You can even set up the system to periodically send additional reminders.
  • Minimize the paperwork! Use online forms and digital logbooks.
  • Look into an access control system, especially if the package room has a degree of self-service. Your staff can’t monitor visitors 24/7, so an ID card or biometrics access can safely maintain this independence.

Making Moving Day a Breeze

While your tenants have visited the property before, during oculars and lease signing, move-in day is when they’ll truly become your residents.

This is the real first impression, the coming together of all your prior preparations. If they encounter any inconveniences or blocks at this time, dissatisfaction will begin.

How the move operates will differ from property to property. For example, students move into PBSAs and other housing at the start of the academic year—around September. In apartment complexes and other residences, people can move year-round. That said, most moves happen in the summer.

Not unlike peak delivery seasons, there will be periods of high move-in rates—your biggest opportunities.

• Keep the property organized and tidy. Packages may hop across different places on their way to storage, like the reception area or the property office, so clear those out.
  • Have them collected or keep them tucked away. You don’t want to clutter the building with boxes.
• Prepare an orientation! This is ideally a building-wide initiative, but guiding your residents through even the basics of package services will clear up confusion in the future. They’ll appreciate the initial support.
  • As a bonus, the residents will get an immediate, in-depth understanding of their amenities.
  • During or after the orientation, you should let residents choose how they prefer to interact with the staff. Will they get notifications and messages via the resident portal, SMS, email, or phone call?
• Lastly, offer additional assistance. As the property’s logistics hub, the parcel room can make transportation easier by coordinating with the residents’ chosen movers.
  • If the residents have yet to start the move, then you can provide a list of trusted rental companies.

Offering Year-Round Support

Once you’ve established a relationship with the residents, the next job is to keep up the momentum. An individual resident may not be in the package room every day, but help should always be on demand.

• Stay on top of maintenance. Make sure that nothing can block your service, be it a malfunctioning appliance, a faulty storage unit, or a slow application.
• Set up communication channels or ticketing systems. This lets them present their issues if or when they emerge—in a way that is transparent and documented.
• Make regular announcements using posters and emails**.** You can include updates on policy changes, holiday hours, or service interruptions.
  • You can even include package care and shipping tips, especially during certain times of the year. This is a simple way to anticipate special questions like, “How will package pick-up work during Black Friday?,” “How can I return an item?,” and “What can you do with extra bubble wrap?”

Fostering a Community

The mailroom is a touchpoint, so it provides an opportunity for people to connect and get to know each other.

• Encourage your staff to get to know the guests, so they can offer support, preventative care, and personalized service.
• Add a personal touch to the package room by bringing in holiday cheer! Decorate the space with Christmas lights, offer candy bowls during Halloween, or hide some Easter eggs in the waiting area.
  • It doesn’t end with the big official holidays! Why not dress up for National Superheroes Day or offer some pie on Pi Day? There’s always a fun holiday to work with.
• Ask for feedback. People want to be heard. Residents will feel that their opinions matter if you not only seek them but incorporate their suggestions into your plans.
  • Online surveys and suggestion boxes are some of the simplest methods.
  • Make sure to ask regularly, quarterly or biannually. You can think of it as a part of your auditing process.

Finding a Home for Everyone

To keep tenants for longer terms, residential properties need to turn from a place of living into a home. Make them feel safe like this is a place where they can unwind, play with their pets, and watch their families grow.

Your package room, front desk, or mailroom can contribute to this homely resident experience with quality services that make them feel heard, secure and part of a community. Start a free trial with Parcel Tracker so you can start.