The resident experience is one of the most important factors in determining the value of your properties.
Ultimately, satisfaction and a sense of safety are built on the experience they have at your property. Your residents want consistent positive interactions with every member of your team. And the data is clear: You can’t afford to lose residents to a string of bad experiences.
A poor customer experience strongly influences brand loyalty.
65% of customers said they have changed to a different brand because of a poor experience.
(Khoros)
A bad experience pushes customers to cancel their commitment.
78% of customers have backed out of a purchase due to a poor customer experience.
(Glance)
Negative experiences help give your money to your competitors.
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor.
(Zendesk)
Grace Hill offers comprehensive tools and services to help you achieve an elevated resident experience.
Improve Customer Service with Better Training
Ensure the Team Executes Policies Consistently
Understand Your Residents Better With Survey and Analysis
Build a culture of optimal customer service.
- Generic training just won’t cut it! Train your team with relevant course content specifically created for multifamily.
- Empower your team with training that engages them — learn better, retain more, and improve performance.
- Training topics for sales and customer service are ready to assign on day one, with the ability to add custom training later!
Set clear expectations for performance.
- Ensure compliance with consistent execution of policies, including 24/7 access on all devices.
- Customize the hundreds of multifamily policy templates we’ve built to get a jump start on compliance.
- Connect policies with training to ensure awareness and understanding.
Get feedback directly from your residents!
- KingsleySurveys collects data on their experience at every point in their journey.
- Timely surveys can be sent via email and text/SMS messages to align with how your residents like to communicate.
- Analyze results with comprehensive reporting, relevant benchmarks, and periodic consultant reviews.
