Name: Kelly Vickroy
Title: National Director for Residence Life
Company: Campus Advantage
City: Austin, Texas
1. Turn Season.
You can't have a student housing move-in without the hectic season of turn first! Prepare, prepare, prepare and do your best to make it fun so your team can thrive during these crucial weeks before residents move in.
2. Move-In Logistics.
Since move-in day is often one big day for student housing, everything must be just right to keep the check-in process smooth and organized. Create a game plan and lay out your logistics well in advance to ensure the day goes smoothly for everyone involved.
3. Excitement.
It's a new year! Residents and management teams alike are excited to have a blank slate and to start the year off right. Excitement is contagious, so share the good vibes with your residents and remind them how happy you are that they've chosen to live with you.
4. First Impressions.
Sure, they were impressed enough during the tour to sign a lease, but it's now that students are really formulating their opinions about your community. Develop a detailed customer service and community building strategy for the first days, weeks and months after move-in, and residents will be sharing their positive feedback with others in no time.
5. New Neighbors.
Help students meet their new neighbors by facilitating events and opportunities for them to interact right from the start. Use your amenity spaces to get social and to help turn neighbors into friends.
6. Helicopter Parents.
Some parents have a hard time adjusting, so be prepared for calls, emails, or office visits from concerned parents. Try to empower the residents to handle the issue, but don't forget that parents are your customers too!
7. Packages.
This one often gets forgotten until it's too late. Residents will be ordering just about everything from apartment décor to textbooks, and having it all shipped to your office. Make sure you have a system to distribute, and the space to hold, this large influx of boxes headed your way.
8. Pushing Boundaries.
Residents want to have a good time, but they might try to test the limits. Keeping consistent with your lease and resident handbook, and reminding them of policies, will encourage safety, accountability and community respect.
9. Roommate Conflicts.
After the honeymoon phase ends, roommates may start getting on each other's nerves. Help encourage effective communication methods up front, and have a plan to assist in the facilitation of those conversations if necessary.
10. Renewals.
All of the hard work you put into the beginning of the school year to provide excellent customer service and build a strong community will pay off when residents love calling your community "home." Pat your team and yourselves on the back and get ready to have a great rest of the year!
If you would like to be considered for a future End Points column, please contact Lauren Boston at 703-797-0678 or [email protected].