Online Curb Appeal:

In today’s digital landscape, a strong online presence is essential for success in the apartment rental market. With 90% of prospects initiating their search online, and 85% doing so via mobile devices, it’s crucial to ensure that your property and company websites, as well as internet listings, are up-to-date and optimized for maximum visibility.
When was the last time you audited your online presence? Have you recently visited your website to check for outdated information or broken links? Have you verified that your internet listings are accurate and up-to-date, with the correct phone number and email address? Do you regularly assess your property’s online curb appeal by uploading high-quality photos of not just the exterior, but also the amenities, common areas, and actual interiors, including kitchens and bathrooms?
In an era where first impressions are often formed online, it’s imperative to prioritize your digital footprint. Regularly reviewing and enhancing your online presence can make a significant difference in attracting and retaining renters, ultimately driving success in the competitive apartment rental market.

While digital cameras offer exceptional image quality, the convenience and accessibility of smartphones with advanced camera capabilities make them an excellent choice for capturing stunning property photos. To truly showcase your property’s unique character and appeal, experiment with different angles, perspectives, and lighting scenarios. This not only demonstrates your commitment to excellence but also provides prospective renters with a more comprehensive and authentic representation of the space they could potentially call home.
By leveraging the power of smartphone photography, you can create a visual narrative that transports renters beyond mere square footage and into a world of possibilities. From the strategic use of natural light to highlight the property’s best features to the thoughtful composition of images that showcase its unique charm, every photograph becomes an opportunity to weave a story that captivates the imagination and inspires action.
Ultimately, the key is to embrace creativity, experiment with techniques, and continuously refine your approach to capture the true essence of your property. By doing so, you can create a visual representation that not only informs but also inspires and delights prospective renters, setting your property apart in a crowded market.

Written Communication:

We’ve all experienced the frustration of reading a text or email that leaves us more confused than before. To avoid being the source of such confusion, it’s essential to prioritize clear and direct communication. Start by identifying the key questions or concerns being raised and ensure that your response directly addresses each one.
When time is of the essence, utilizing tools such as Grammarly, Chat GPT, or can greatly enhance the efficiency of your proofreading process. These AI-powered platforms provide valuable insights into grammar, syntax, and overall coherence, enabling you to refine your message and present it with confidence.
Remember, the goal is to foster understanding and provide value through your communication. By prioritizing clarity, conciseness, and coherence, you can effectively connect with your audience and achieve your objectives in a way that is both efficient and effective.

Phone Presence:

Think back to the times when you’ve called a business, only to be met with frustration due to unanswered phones or unenthusiastic responses. According to Rentlinx data, a staggering 80% of calls during office hours go unanswered, highlighting the need for exceptional customer service.
Your property has the opportunity to stand out by committing to responsive and energetic phone etiquette. Start by ensuring that calls are answered promptly and enthusiastically. Greet callers with a smile, even if they can’t see it, and take the lead in steering the conversation towards a positive and productive outcome.
Encourage prospects to explore your digital offerings, such as your website, virtual tour, or live video chat options. By leveraging these tools, you can provide a comprehensive and engaging experience that invites prospective renters to envision themselves living in your community.
Aim to exceed expectations by striving for 100% responsiveness. Remember that every interaction is an opportunity to create a lasting impression and build a loyal base of renters who appreciate your commitment to exceptional service.
Ultimately, the key to success lies in your ability to transform the customer experience from a potential source of frustration into a memorable and positive encounter. By answering the call for excellence, you can establish a reputation for excellence that sets your property apart in the competitive rental market.

Physical Curb Appeal:

Your property’s physical appearance plays a critical role in shaping first impressions and establishing a positive reputation. Avoid creating a disconnect between perception and reality by ensuring that your property’s exterior accurately reflects its true character.
Regularly inspect the exterior for signs of wear and tear, such as peeling paint, damaged landscaping, or outdated fixtures. Promptly address any issues that arise, or if a resolution is not immediately attainable, communicate openly and honestly about the steps being taken to remedy the situation.
To gain an unbiased perspective, invite honest feedback from friends or family members who are not familiar with the property. Encourage them to share their impressions of the exterior, including how it appears at night, a often-overlooked aspect of curb appeal.
Remember that your property’s physical appearance serves as a reflection of your commitment to excellence. By prioritizing authentic and well-maintained curb appeal, you can create a positive and lasting impression that resonates with prospective renters, establishes a foundation of trust, and sets your property apart in the competitive rental market.
In the world of rental properties, first impressions are everything. A well-maintained and inviting exterior not only attracts prospective renters but also instills a sense of pride and satisfaction among current residents. By prioritizing curb appeal, you demonstrate your commitment to creating a community that fosters a sense of belonging and cultivates a positive living experience for all.


In  property management, the way you greet and interact with prospective renters can make all the difference in establishing a positive and lasting relationship. Beat the Greet!
It’s essential to be proactive in your approach, anticipating their needs and demonstrating a genuine interest in helping them find their perfect home.
As you engage with renters, actively listen to their requirements and concerns, and match them with the unique features and benefits of your community. Be polite, attentive, and honest in your interactions, keeping in mind that property management is not just about a single transaction, but about building long-term relationships based on mutual respect and trust.
By prioritizing honesty and open communication, you can help prevent potential conflicts and negative online reviews. Remember that renters are more likely to share their experiences, both positive and negative, and a reputation for transparency and integrity can go a long way in building a strong and loyal community of renters who are proud to call your property home.
In today’s digital age, where online reviews and social media play a significant role in shaping perceptions, it’s crucial to prioritize proactive hospitality in all aspects of property management. By demonstrating a genuine commitment to addressing the needs and concerns of renters, you can create a welcoming environment that fosters a sense of belonging and establishes your property as a preferred destination for those seeking a positive and fulfilling living experience.

At Move-In:

The first 24 hours after a renter moves in are crucial, as research from Satisfacts surveys reveals that 25% of renewal decisions are made during this time. It’s imperative to take control of this critical period by thoroughly inspecting the unit beforehand, ensuring that all paperwork and payments are in order, and providing a comprehensive move-in orientation that sets renters up for success.
To leave a lasting positive impression, consider adding thoughtful touches that exceed expectations. For example, stocking the refrigerator with complimentary water and gift cards demonstrates a genuine commitment to the renter’s comfort and well-being.
In the event that mistakes or issues arise, it’s crucial to address them promptly and with a solution-oriented approach. Following up with renters to ensure their satisfaction and address any remaining concerns is a vital step in building trust and fostering a sense of community.
Remember, the first 24 hours set the tone for the entire leasing experience, and a positive start can pave the way for long-term resident satisfaction and loyalty. By prioritizing preparedness, responsiveness, and attention to detail, you can create a seamless and stress-free move-in process that lays the foundation for a successful and enduring relationship with your renters.

While They Are Residents:

Building positive relationships with residents during their stay is essential for fostering a sense of community and creating a positive leasing experience. Interact with residents through exceptional service, prompt maintenance responses, engaging events, and occasional follow-ups to ensure their needs are met and their voices are heard.
Creating opportunities for residents to connect with one another and form a sense of belonging within the community can also enhance their overall satisfaction. This can include organizing social events, facilitating communication channels, and encouraging resident feedback.
It’s important to remember that satisfied residents are more likely to renew their leases, provide positive referrals, and contribute to a vibrant and thriving community. By prioritizing engagement and fostering a sense of connection, you can create a positive and memorable leasing experience that benefits both residents and property owners alike.
In today’s competitive rental market, providing an exceptional leasing experience is no longer just an option, but a necessity. By engaging with residents through outstanding service, proactive communication, and a commitment to building a sense of community, you can create a positive and enduring relationship that supports long-term resident satisfaction and success.

When They Leave:

While it’s never easy to see residents leave, a positive departure can make a lasting impression and even lead to future returns or referrals. It’s crucial to handle the departure process with professionalism, politeness, and gratitude.
Ensure that all departure procedures are followed according to the lease agreement, and address any concerns or issues promptly and courteously. Expressing appreciation for the resident’s time in the community and wishing them well in their future endeavors can create a lasting positive memory.
It’s also important to handle the turnover process efficiently, preparing the unit for the next resident and addressing any necessary repairs or updates. This not only demonstrates a commitment to maintaining the property but also sets the stage for a positive experience for future residents.
By prioritizing professionalism, courtesy, and gratitude during the departure process, you can create a positive and enduring impression that resonates with departing residents. This can lead to positive word-of-mouth referrals, a stronger reputation for the property, and even the possibility of residents returning in the future.
In essence, a graceful departure is not just a matter of following procedures, but an opportunity to reinforce the positive experiences and connections that have been built during a resident’s stay. By handling this process with care and attention, you can create a lasting positive impact on both departing and future residents.


Creating lasting impressions is a journey that spans the digital realm to in-person interactions, touching every aspect of a resident’s experience. It’s an art that requires consistency, attention to detail, and a relentless commitment to excellence.
From the initial online search to the final walk-through, every step of a resident’s journey offers an opportunity to leave a positive and enduring impression. By prioritizing transparency, prompt and professional communication, and a genuine commitment to addressing residents’ needs, property managers can foster a sense of trust and loyalty that extends beyond the length of a lease.
A positive experience not only contributes to resident satisfaction but also lays the foundation for word-of-mouth referrals and a strong reputation for the property. This can lead to increased demand, higher occupancy rates, and a more vibrant and engaged community.
Ultimately, the art of creating lasting impressions is about delivering a seamless and exceptional experience at every touchpoint, digital or in-person. By embracing this philosophy, property managers can cultivate a culture of excellence that benefits both residents and property owners alike, now and in the future.

First impressions is just part of the conversation we are having in our educational session, ABC’s of Leasing.

Here are six checklists that can help keep you on track to making a great first impression!

Light Blue Personal Checklist (8.5 × 14 in)