{"id":11476,"date":"2014-10-30T05:00:55","date_gmt":"2014-10-30T12:00:55","guid":{"rendered":"http:\/\/www.yardi.com\/blog\/?p=11476"},"modified":"2020-12-24T04:43:37","modified_gmt":"2020-12-24T12:43:37","slug":"resident-retention","status":"publish","type":"post","link":"https:\/\/www.yardi.com\/blog\/resident-retention\/","title":{"rendered":"Resident Retention"},"content":{"rendered":"

Reducing turnover (and loss of revenue) requires multiple factors working \"shutterstock_215663989\"together in harmony, such as a great location, beautiful homes and amenities, and a maintenance crew that is always on point. But perhaps most importantly, the relationship that renters build with the onsite staff can make or break a lease renewal. Fortunately for onsite staff, developing good social skills won\u2019t require an additional line in the budget and it can make a world of difference for retention.<\/p>\n

Let\u2019s take a look at three points that can improve relationships between staff and residents, leading to happier days and longer stays.<\/p>\n

Visual Connection<\/b><\/p>\n

It\u2019s a basic social convention that many of us avoid for one reason or another but eye contact is a skill that will take you far in multi-family services.<\/p>\n

Eye contact is vital for successful during face-to-face communication, whether you are the listener or the speaker. Studies<\/a> show that listeners are more likely to trust what you say and have confidence in your abilities when you visually connect with them.<\/p>\n

As you listen, eye contact becomes equally important. When you fail to make eye contact with your residents, you risk conveying:<\/p>\n