Investing in Tenant Experiences by Student Housing Operators
The year is 2021. There are no more product companies or service companies – Every company is a ‘customer experience’ company. Whether in B2B or B2C, organisations that put the customer at the heart of every decision and rethink business processes around this will win big!
Student housing is no different. Student housing management companies need to rethink every aspect of their business and keep student or tenant expectations at the centre of the ecosystem and rebuild every process.
The big change is of course Covid-19 and its impact. Operators not only need to change processes but need to adopt a ‘digital first’ strategy as well.
Let’s take a stab at thinking through the entire student journey and see how we can give a better experience at every touch point.
Search for good housing options
Access the property and get to know the location
Discover the perfect property
Paying monthly rent
Book and move in
Raise complaints when facing difficulties
Get to know the neighbours – Socialize!
Events and engagement
In this article, we will look at how you can give a great experience to your customer ‘Pre-Tenancy’ i.e. before they check in!
Once a student knows they are going to attend a certain university, one of the first things they would do is to figure out housing. The search experience starts here. There are some common avenues to find student housing –
As you can see, students search for housing on various platforms. In most cases, no single platform would drive more than 30% of bookings. So here are some recommendations to operators on tenancy experience –
Why are we focusing on this so much? It’s no secret that first impressions are lasting impressions. If your tenant sees that you have great pictures and rich listing information, and are omnipresent across the internet – They already are having a great experience with your brand! This will help in converting them into customers, as well as charging a premium.
When search for student housing progresses, the tenant will eventually land up on your website or speak to a sales/service representative. It is very possible that some of them might want to visit your property before booking as well. Ensuring a great experience here is critical too.
In many cases, students who would likely never step into your property before booking. To make them feel comfortable, try to do the following –
If you do have students who visit your property before booking, be sure to leave them with branded goodies (Like a calendar or pens/notebooks) to remember your property. They are likely to be visiting many such properties, and it would be good for them to have some physical reminder of yours 🙂
It is super important to help your tenants feel at ease. College is a great time to meet new people and socialize, and be sure to help your tenants access that.
By taking these initiatives, you prove that you are not just a space provider but a community developer for students and their needs.
With vaccination drives in the US and Canada hitting big strides, there is reason to be hopeful that students will return to campuses this year! UK and Australia, 2 of the other large student housing markets, are ramping up efforts as well.
Tenancy experience doesn’t just start once your tenant physically moves into your property – You can give a great experience even before they step foot into your property! Keep that in mind and redesign your tenant experience process.
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