There are a number of differentiators in multifamily that owners and property managers lean on to promote their properties. Location, amenities, technology, services and square footage all come at a premium. But with all else being equal, the tipping point is customer service.
Residents have spent more time at home during the pandemic than ever before, which puts a microscope on the service levels provided by on-site teams. It has been a challenging tightrope to walk, considering that recommendations from the Center for Disease Control (CDC) and local health departments have dictated restricted access to the very amenities and neighborhood hot spots that may have sold residents on the property in the first place. Renters have started asking how communities can continue to charge the same rates when residents don’t have the same access to amenities and property features.