First impressions are important for the start of any relationship. What are the key elements you incorporate when meeting a prospective resident for the first time?

I always try to meet the prospect at the door with a smile, and I immediately try to make them feel at home. I think being proactive in the tour lets someone know you care about them and their needs.
– Drew Houlles (Redwood Reynoldsburg)

When beginning a conversation with a prospective resident, we always start with the “why” behind their move. We ask, “Why are you looking to move?” instead of the generic, “When are you looking to move?”
-Yehmien Chou (Redwood Canton)

First, we make sure to stand up and greet the prospective resident when they come in our door. We welcome them to our neighborhood and introduce ourselves as their Brand Ambassador for the day. We help them feel as comfortable as possible when touring our model home by offering things like a beverage from the fridge.
-Amanda Crispens (Redwood Wadsworth)

When conducting a tour of a Redwood apartment home, what do you do to make the experience informational and engaging for those new to Redwood?

I try to understand what their reasons are for moving and what is most important to them in their new home. Our neighborhood offers several floor plans, so really identifying what they are looking for is key to helping them select the best possible home.
-Amanda Crispens (Redwood Wadsworth)

I always start by highlighting the single-story design as well as the two-car attached garage; that is what sets Redwood apart and what we are known for. I explain what it means to live a maintenance-free lifestyle. People are pleasantly surprised to learn everything we help with – even switching out their light bulbs! I also like to highlight the fact that we still have many of our original residents who moved in when we first opened. Our high renewal rates say a lot about our neighborhood and service, and that certainly instills trust in a prospective resident’s mind.
-Yehmien Chou (Redwood Canton)

How do you manage follow-up conversations/additional questions following a tour?

We always call to thank people for stopping in to tour our neighborhood. We let them know we are available for questions by phone, text or email. Good communication is key for a smooth application process.
-Kari Makebakken (Redwood Hudson)

I try and cover almost every question on a tour before we ever get to that point. Before they leave, I ask if they have any questions or concerns. I leave my “door” wide open to contact me via email or phone in case they think of something after the tour.
-Drew Houlles (Redwood Reynoldsburg)

When residents decide to sign a lease with Redwood, how do you make this process special?

As soon as a new resident is approved, we send them a “Welcome Home” email outlining next steps and paperwork. This allows us to focus on showing them around their new home and neighborhood on move-in day instead of just signing paperwork. We leave essentials, such as items to wash their hands along with bottled water, to ease move-in day. We also leave a move-in guide on the kitchen counter that highlights nearby amenities and directions, along with a little “welcome to the neighborhood” surprise.
-Kari Makebakken (Redwood Hudson)

I try my best to make everyone feel special. I take them on tours of the neighborhood, walk the home, prepare a resident gift, write a handwritten card, introduce the Service Technician and follow up immediately after move-in. I always let them know we are here for them, at every step.
-Drew Houlles (Redwood Reynoldsburg)

This is a unique type of customer service; it involves one’s home and their finances, which are two very delicate subjects. Honesty and sincerity is the best policy. I believe in being upfront but also kind and sincere with any questions residents have and with my responses.
-Yehmien Chou (Redwood Canton)

What services or materials do you provide to residents who are preparing to move?

We have a special packet of information that we provide to prospective residents during tours. If they like certain floor plans, I provide measurements in advance to help with their planning – I like to offer as much information as possible upfront to make the process as easy as possible. We remain in contact every step of the way, all the way up until the move-in day. I’ll always check in the day before to confirm their appointment time and address any last-minute issues.
-Mindy Henderson (Redwood Green)

I always encourage people to reach out if there’s anything they need – it doesn’t matter how minor. We don’t care what the question is; it’s our pleasure to provide support. Residents expect the office staff to provide a certain level of service, and if we do not provide that, they are going to go elsewhere, so we are always trying to live out our Core Values and deliver more than expected.
-Trea Hewlett (Redwood Management Specialist)

I give them all the info they need upon move-in—my info, how to contact emergency services, the trash pick-up schedule, mailbox access, etc. There is a lot of new information to share with people so it’s important to walk through all the steps together.
-Jennifer Fry (Redwood New Albany)

How do you make move-in day as seamless as possible for new residents? Any special touches to make the day memorable?

One of our Core Values – communicate openly and honestly – is huge for me when it comes to planning moving day for our residents. I make sure to schedule a key pick-up time with them and I block off plenty of time on my calendar so things don’t feel rushed. I also make sure they understand that this process should take around 15-20 minutes so that we can go through important details and rules. This added communication with clear expectations makes for an easier moving day and less stress about timing.
-Jamie Schueler (Redwood Management Specialist)

We always include a welcome gift in the apartment (like a Redwood cutting board, a bottle of wine and wine glasses, or a plant in a pretty, decorative planter), along with things to make the first days easier, like soap in the bathrooms. But what people remember most is the handwritten welcome note. We make them very personal – mentioning things we’ve learned about them like hobbies and their pet’s name. Residents feel more connected to us when we remember something specific about them, and those little details help us form a connection with our residents.
-Melissa Vanick (Redwood North Ridgeville Bagley Road)

Do you do anything unique or provide increased communication for residents settling into their new apartment home for the first few weeks?

Based on their preference, I’ll always call or text new residents the day after move-in day to check in. I’ll follow-up on any outstanding issues, service requests, etc., and make any necessary adjustments they need as they are getting acclimated in their new home. Our service is tailored based on the specific needs of each resident.
-Mindy Henderson (Redwood Green)

I text and check in and always remind people to let us know if they need anything – even something minor. I don’t leave any call, text, or email unanswered. Even after hours we try to maintain an open line of communication with residents.
-Trea Hewlett (Redwood Management Specialist)

Can you share a memorable experience when you welcomed a new resident?

During my first year, I was helping a future resident with a huge life-changing move from New Jersey to Indiana. By the time she arrived to pick up her keys, we talked like old friends. She was especially concerned about fitting her furniture into the apartment, as she and her husband had previously lived in a large house for 30+ years. Since I lived in a similar floor plan, I offered to walk her apartment with her and tell her how I set my furniture up. When I walked in, I was shocked to find that she had the EXACT same blue couch as me! I laughed and told her it should be easy for me to help her place her furniture since we clearly had VERY similar taste!
-Jamie Schueler (Redwood Management Specialist)

I recently had a really great experience with someone who had sold her home and wasn’t sure what her next steps were. She was looking at apartments and navigating the housing market. She went to 3-4 Redwood neighborhoods but unfortunately, we did not have anything for her because inventory is going so fast. We had an apartment come on the market and she was so relieved. She shared with us she was a veteran, so we were happy to provide her with a veteran discount. She had all her stuff in different storage units and was staying with a friend, and when she moved, she was so happy and emotional. She brought her motorcycles as well as her older dog which is perfect for our pet-friendly neighborhood. She looks so happy and at home. She’s just a lovely person.
-Melissa Vanick (Redwood North Ridgeville Bagley Road)

People are just so grateful to be here because we offer a remarkable product. We feel more like a home than what people typically think of when they think “apartment.” Residents appreciate everything we do to help them settle in. They get very emotional. Through this process we become fast friends, and sometimes, even family.
-Jennifer Fry (Redwood New Albany)

Want to hear more? Those interested in meeting our teams face-to-face, and learning more about Redwood’s apartment homes, can schedule an appointment online. Our door is always open.