The New Resident Mindset
Today’s residents aren’t just looking for a place to live — they’re looking for service, speed, and value. Their expectations are shaped by Amazon, Uber, and Airbnb — not traditional leasing models.
Many come with a sense of urgency (and sometimes entitlement). They expect immediate responses, seamless experiences, and added perks. Leasing teams must be prepared to balance high-touch service with firm, scalable processes.
Tech That Helps — Not Hurts
Technology should remove friction — not create it. But that’s only possible if both residents and onsite teams know how to use it.
Here’s what works:
- Training first: Make sure onsite staff are trained on every tool you deploy.
- Resident onboarding: Use welcome emails, chatbots, and video walkthroughs to teach residents how to interact with tech from day one.
- Create a help hub: Consider building a searchable video library of short tutorials — everything from how to submit a maintenance request to using smart home features.
And remember: Not everything needs to be automated. Use tech to enhance the human experience, not replace it.
Culture Drives Community
Creating a great resident experience starts with creating a great team experience. When your leasing and operations teams are energized and supported, residents feel it.
What that looks like:
- A clubhouse that doubles as a co-working or social hub
- Fun, low-effort events tied to trends (yes, even TikTok)
- Onsite teams that feel empowered and included — not overwhelmed
Residents crave connection. Investing in your team helps build the kind of environment people want to stay in.
Bright Ideas to Borrow Right Now
Here are a few creative, high-impact ideas from across the industry — easy to try, with big potential returns:
Don’t Ignore Long-Term Leads
Start nurturing prospects 6–12 months out. Use email sequences, sneak peeks of 3D units, or behind-the-scenes construction updates to build anticipation.
Follow the Fun
Add playful touches to model suites and shared spaces — think nostalgia, color, or even toys (yes, toys). It signals personality and warmth.
Use Tonality in Leasing
Train your team to use tone and vocal energy intentionally. A little excitement over the phone goes a long way in converting leads.
Use AI Creatively
Try AI-powered layout planners or personalization tools. Clay’s EchoAI module can even suggest units based on user behavior and preferences.
Refresh Move-In Day
A small snack and drink station goes a long way in creating a moment of “Wow” during move-in.
Update Your Visuals
Stock photos are out. Use real photography that reflects your community, your amenities, and your vibe. Authenticity builds trust.
Spruce Up Shared Spaces (Affordably)
Can’t afford new landscaping? Faux greenery, seasonal props, or creative signage can still make your space feel fresh.
What It All Comes Down To
A great resident experience doesn’t have to mean big budgets or massive tech stacks. It’s about being intentional — combining thoughtful service with modern tools, creativity, and a willingness to adapt.
At Clay, we help teams deliver that kind of experience — from the first 3D walkthrough to the final renewal.
Want to see how Clay helps teams create exceptional resident experiences? Book a demo and we’ll show you.
