After digging into over 150,000 prospect-to-resident conversations on Rentgrata, one thing became crystal clear: residents don’t just care about clean apartments and fast maintenance—they care about how they’re treated. The communities that stand out don’t just check boxes. They make people feel seen, heard, and genuinely valued.
Here are the top nine habits we’ve seen from the best teams—based on real feedback from residents who are happy to stick around (and tell others why).
Residents don’t expect instant solutions, but they do expect to feel acknowledged. A quick “we’re on it” message goes a long way toward building trust. In fact, fast response time came up in nearly 28% of positive resident comments. It’s five times more impactful than proactive issue prevention.
No one wants to submit the same maintenance request twice. Residents remember when teams follow up and make sure things are actually resolved. This kind of attention to detail builds confidence and keeps frustration low—which is a win for everyone.
It’s a simple thing, but it matters. A “Hey Sarah, how’s Buddy doing?” hits different than “How can I help you?” Personalized interactions make people feel like they belong, not like they’re just a lease renewal waiting to happen.
Whether it’s a thank-you note after a tour, a move-in day snack, or a $5 coffee gift card after renewal, small gestures often leave the biggest impression. These aren’t line items on a budget—they’re moments that build loyalty.
Bad news is never fun to deliver, but silence is worse. Whether it’s a delay on a repair or an apartment that’s no longer available, being upfront builds trust. Prospects and residents alike appreciate honesty over spin.
Residents notice when the team is visible around the property—and prospects do, too. A friendly wave from maintenance or a quick intro during a tour makes the experience feel personal instead of transactional.
It’s not about throwing one giant party a year. It’s the regular stuff—coffee on Mondays, casual meetups, happy hours—that actually builds community. And if you can get residents involved in planning or hosting, even better.
Only 1% of resident comments mention surprises like goody bags or birthday notes—but those comments are incredibly memorable. These moments often get shared with friends, neighbors, and even future residents. Bonus points if you think about pets, too.
You don’t need a crystal ball—just a little forethought. Check in after maintenance. Let residents know if parking might be tight this weekend. Anticipating needs shows care and makes a lasting impression.
The same habits that drive renewals also influence leasing decisions. When prospects hear real residents describe these moments—the quick follow-ups, the unexpected kindness, the sense of community—it carries more weight than any brochure ever could.
This is the stuff they bring up in conversations. The reason they choose your community over the one down the street. And yes, these residents often turn into your most effective leasing tool.
Looking to bring more of these moments to your communities? Rentgrata connects prospects directly with your current residents—so they hear what it’s really like to live there. And with AI-powered renter insights, you’ll get a clearer picture of what’s working (and where you can level up).
Because it’s not just about leasing apartments—it’s about making people feel at home.
.png)
.png)
.png)