Leaving your stamp on the multifamily industry starts with making changes that surprise and delight residents at the local level: your properties. Offering features and amenities is a start, but providing services and experiences that make residents feel comfortable and love where they live is how you make a meaningful, long-term impact that goes beyond the rental unit.

Sheri Killingsworth, vice president of marketing and communication at Lincoln Property Company, and Bevan White, vice president of marketing at Pegasus Residential, join Zillow Group’s national sales director, Kristin Glascock, to share what they’re doing to make an impact on the multifamily industry.

Start with your service team

Provide your service team members with tools and processes that make it easier for them to respond quickly to resident requests. For example, Pegasus Residential staffers use tablets to review and respond to service requests from anywhere they work.

Create a “third place” for serenity

Home and work are the first and second places where people spend their time, but a third place within a community can offer a separate hangout where residents can enjoy peace and quiet, get some refreshment, or socialize.

Offer experiences, not appliances

Amenities are great, but for Killingsworth it’s more about enriching tenants’ lives through experiences.

Leave extras to the pros

While it’s wonderful to offer residents dry cleaning or meal delivery, your staff is too busy to be all things to all residents. Instead, partner with outside vendors to provide concierge services.

Check out the full videos for more insights on making an impact on the multifamily industry.

Keeping Up With Renter Expectations

Making an Impact on Multifamily