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by Eric Rasmussen

Residents place a high value on customer service when deciding whether to renew their leases. Even minor inconsistencies like delayed maintenance responses, communication lapses or inefficient handling of requests can damage trust and push renters to move elsewhere. To retain residents, multifamily owners and operators need to streamline issue reporting, offer real-time progress tracking and prioritize direct, transparent communication throughout maintenance tasks.

Following task completion, teams should follow up to confirm satisfaction, reinforcing a sense of care and credibility. Handling requests efficiently, training staff in communication protocols and tracking KPIs helps identify gaps and boost retention. Consistent, proactive customer service coupled with thoughtful technology fosters renewed leases and stronger community bonds.