Describe Redwood’s approach to ongoing customer service. How do you build a relationship with your residents?

I have learned that customer service is not always about the solution; it is more about listening to a resident. They appreciate being heard almost as much as the solution. That is when a true relationship begins with our residents – when we listen. 
-Kari Makebakken (Redwood Hudson)

When I first came to Redwood New Albany, I worked really hard to nurture and build a community. I drive around my neighborhood in the golf cart or do walks around the grounds as often as possible. Prior to COVID, we held resident events once a month. During the pandemic we pivoted – offering “resident drops” at their doors, which can include things like fun treats. I also overly communicate details, like if I’m out of office or on vacation, so residents are always in the know. 
-Jennifer Fry (Redwood New Albany)

We begin with an exceptional experience upfront, making sure everything from touring, to applying, to moving in runs smoothly. Once they’re officially a resident, we continue that experience throughout their entire time with us by keeping in close contact. I like to walk the neighborhood weekly for various reasons, always stopping to smile and wave to our residents. I keep an open-door policy, so residents know they can approach us about anything.
-Amanda Crispens (Redwood Wadsworth)

How do you prioritize and address maintenance requests and/or other issues as they come up? 

I make sure that all my residents know how easily accessible our staff is. All residents have my phone number so that they can call or text me. I also make sure they know my office hours so they can stop by to chat in-person. If a resident comes to me with a maintenance request, I make sure to note as many details as possible and write them down in front of them, so the resident knows that I’m paying close attention to their issues. I also offer to show them how they can submit a maintenance request on our Redwood app for added ease and convenience should any other issues arise. 
-Jamie Schueler (Redwood Management Specialist)

I always let the residents know how they can expedite a request. I follow up with them on the request once it’s finished to ensure everything was taken care of. We do our best to try and accommodate them in a time frame that is most convenient for the resident. 
– Drew Houlles (Redwood Reynoldsburg)

What special activities or ideas do you implement to ensure you are exceeding resident expectations and a building a sense of community in your neighborhood? 

Redwood team members are swimming with fabulous engagement ideas! Some of my favorites have included pet adoption events, gift wrapping parties, and movie nights. We’ve had food trucks, garage sales, summer BBQs – all opportunities for the residents to gather and get to know one another. Even through COVID we were delivering little gifts every few months just to show our appreciation for their residency. 
– Amanda Crispens (Redwood Wadsworth)

What lessons have you learned from the pandemic and how have those impacted your approach to property management? 

The pandemic has taught me that kindness and compassion go a long way. Property management is so much more than just renting an apartment – we want to provide a home that someone can be excited about and proud to call their own. It has shown us more ways of virtually operating to accommodate our residents, as well as the importance of in-person customer service. 
-Kari Makebakken (Redwood Hudson)

The pandemic was hard for me because I enjoy meeting with my residents face-to-face. But I did my best to stay positive virtually, such as in our email communication. The residents loved when we would bring in food trucks to the neighborhood, even when we couldn’t have traditional resident events. It just gave them time to get out and treat themselves to something. 
-Jennifer Fry (Redwood New Albany)

I’ve learned that people really value the personal touch. They want to be heard and they want to be appreciated. Now, I take even more time to spend with residents when I can.
-Drew Houlles (Redwood Reynoldsburg)

What are some reasons why residents choose to renew their lease?

Residents renew at Redwood because they truly love living here. They love the feeling of home while still having the convenience of a maintenance-free lifestyle. They also renew because they trust the people in the leasing office and feel safe calling us with rent issues or changes – they know that we are here to help.
-Jamie Schueler (Redwood Management Specialist)

The sense of community is important and so is the communication within the neighborhood. The level of service we provide is one of the biggest things – getting their requests done in a timely manner is crucial. 
-Katie Fisher (Redwood Management Specialist)

There are so many residents who love their Redwood apartment home and location. They feel taken care of. Many even provide positive feedback about our team and the way their maintenance needs were addressed through Google Reviews. People are just really happy with Redwood’s level of service. They know they can count on us.
-Trea Hewlett (Redwood Management Specialist)

How do you make the renewal process easy for residents?

We offer an easy-to-use online renewal through the resident portal, or they can renew in-person at the leasing office. I check with the resident to see which route is best for them. We offer the option to sign their new lease online through the portal as well, we can provide a copy to their door, or we can schedule an appointment for them to come into the leasing office to complete the lease together.
-Amanda Crispens (Redwood Wadsworth)

I try to stay in constant contact with them during the renewal process. In some cases, residents are not comfortable with online lease renewals, so I accommodate with a paper lease. I always ask if there is anything I can do to make the process smoother.
– Drew Houlles (Redwood Reynoldsburg)

It all goes back to communication – starting the conversation early and giving them time to think about renewal. We make sure they understand their renewal offers and we make ourselves available to address any questions or concerns.
-Katie Fisher (Redwood Management Specialist)

By nature of apartment living, there comes a time when a resident may need to move on. How do you continue to offer a high level of service and support as a resident moves out?

We want our departing residents to know we are sad to see them to go, but we are still here for them. We continue with our top-notch customer service through the end and make sure they understand what to except in the last few months of their lease. We also let them know that they are always welcome back – whether they want to move back in, move to another Redwood Neighborhood, or just stop by to say hello. 
-Melissa Vanick (Redwood North Ridgeville Bagley Road)

Read more from Redwood team members about how they provide a remarkable experience to those just starting their journey as a Redwood resident.