Resident Journey Checklist
Ready to take your resident experiences to a whole new level?
"A customer who is merely satisfied is still likely up for grabs in the marketplace." -Walt Disney
So how do we keep our residents satisfied & hanging around? By adding a little “WOW” to every resident experience.
“Wow, that was fast!"
"Wow, that was easier than I expected!"
"Wow, that was sweet.”
Let’s do this together!
Step 1: Download your Resident Journey Checklist
Step 2: Watch the training on how to build out your resident journey.
Tips to Make the Most of this checklist:
The guidebook is meant to be a team resource. Print it, make copies, and walk through each touchpoint together. Start by identifying areas that could use the most improvement—move-in day, lease signing, events, or maintenance requests. Then, use the included focus sheet to guide your team:
Celebrate Wins – Recognize what’s working well.
Identify Bottlenecks – List frustrations from staff and residents to see where improvements are needed.
Master the Basics – Ensure essential steps are done consistently; nothing undermines a “wow” like missed fundamentals.
Add the Wow – Once basics are solid, layer in small, personalized touches—like a welcome note, a treat in the fridge, or a group-signed lease acknowledgment.
By focusing on one touchpoint each month, your team becomes hyper-aware of opportunities to enhance the experience. Over time, this builds a strong foundation, allowing you to layer improvements and wow factors sustainably.
To take it even further, document your processes in a standard operating procedure (SOP). This ensures consistency, even with new team members, and highlights the moments where you can delight residents.
Inspirational Wallpapers
October’s here with all its orange, cozy glow. 🍁 Take this as your reminder to slow down, breathe deep, and let a little autumn magic brighten your day. Set one of these inspiring wallpapers as your phone or desktop background for a cheerful boost whenever you need it. ✨
