Today, partner and senior director Kim Whitesell is gearing up for five move-ins at the Paddock at Eastpoint. It’s still hot outside, but she’s not sweating it. Last week, she conducted detailed walk-throughs of the units, making sure the turns were flawless up to white glove standard.
Kim’s attention to detail doesn’t stop at move-in day. She’s already planned a follow-up within 24 to 48 hours to ensure her residents are comfortable and to address any potential concerns they may have.
In Tampa at the Boulevard, property manager Rachel Rende attributes their impressive move-in survey score of 4.67 to the entire team’s resident-focused approach, but she recognizes sales associate Danielle Carrow as the property’s secret weapon.
“Danielle has an amazing rapport with all of the residents. When it’s time to pick up the keys, they’re ready to see a familiar face rather than something simply transactional. It’s a totally different experience, and you can tell that she is 100% resident-focused,” says Rachel.
At the Paddock at Eastpoint in Louisville, establishing a personal connection with new residents is a non-negotiable for Kim Whitesell and her team.
“When you take the time to properly welcome new residents, it makes a huge difference,” she said.
Coordinating five or more move-ins a day can be a challenge, but not when you have the right people in the right place. Kim credits the property’s impressive 4.14 move-in survey score largely to her team, who are relentless in customer service.
“I’m privileged to have the best turn and maintenance team that I’ve had in my 15 years. I am over the moon with just the ownership, proactivity and eye of detail that all of my people have,” says Kim.
So far in 2024, Paddock has had over 180 move-ins, with more than 130 occurring throughout the summer, a testament to the Paddock team’s consistent effort and grit.
The team at Sonterra Blue in our San Antonio market doesn’t shy away from a proactive approach when tackling move-ins either. Senior manager Jessica Ely considers the move-in experience to be a major component of any property’s success – and every associate at the property plans accordingly.
Before a new resident walks in the door, all aspects of the move-in checklist are complete, much to the help of Sonterra’s techs and the ownership of sales associate Catalina Hernandez.
With a move-in survey score of 4.67, Catalina is keeping Sonterra Blue positioned to provide excellent move-in experiences. She’s responsible for scheduling all move-ins, ensuring walk-throughs are complete 48 hours in advance and verifying that each unit is up to white glove standard.
“The more organized we are about the entire process, the better the move-in will be. Having her attention to detail helps us ensure every resident’s move-in experience is a great one,” says Jessica.
At The Coil in Indianapolis, general manager Aaron Wycoff attributes both her lead tech Carlos Aleman and a focus on solutions as key factors that have led to a perfect 5.0 move-in survey score over the last 90 days.
Successful move-ins begin with the move-out and turn process, and Aaron and Carlos maintain very high standards throughout. If anything is broken, damaged, or needs refreshing, Carlos addresses the issue head-on to ensure the apartment is in white glove condition before a new resident arrives.
“One night he was here until 9:00 p.m. fixing an AC unit, he was determined to get it working. Carlos is not the type to put a Band-Aid over a problem and call it a day. He’ll do whatever it takes to make sure the job is done right,” says Aaron.
