How to Boost Your Apartment Tenant Retention

Debbie Willis

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Tenant retention is a crucial way to drive value at an apartment building. There is a big cost to turning a unit, and reducing those costs can result in significant operational savings. But, with booming apartment development throughout the West Coast, residents have a lot of options for quality apartment living. However, property management companies like P.B. Bell understand the importance of tenant retention and are focused on executing thoughtful tenant-retention strategies.

“When you have lower resident turnover that equates to lower operating costs overall which is the biggest reason why resident retention is so important to the value and success of a multifamily investment,” Debbie D. Willis, president and designated broker for P.B. Bell, tells GlobeSt.com. “When residents stay long term, they are more invested and more involved in their community. There is also the continuity of neighbors and a sense of inclusivity for residents when a community is less transient. Communities with lower resident turnover are often more likely to have residents who talk about their good experiences and they also receive more resident referrals, all of which helps to build value and allow for the success of a multifamily investment.”

A successful tenant retention strategy is more than just providing services. Property managers need to understand the demographics and community culture and needs to retain tenants. “Understanding the demographics and psychographics of the residents within an individual community to know what they value, want, and need is necessary when creating a resident retention strategy,” says Willis. “When you know who your residents are, you can customize their experience at your community to fit what they’re looking for. The key to the success of a resident retention strategy, however, is rather simple. You need to be communicative, transparent, and attentive at all times. By doing this, you create a bond with residents which builds loyalty and maintains a high resident retention.”