With national vacancy rates hovering around 7%, property managers are under pressure to diversify, retain residents, and operate more efficiently—all at the same time. The first 30 days of the lease are when those pressures come together. When check-in goes well, it builds trust, reduces tension, and sets the stage for a successful residential relationship. Otherwise, the costs are quickly compounded.
Satisfied residents are 71% more likely to renew their lease and five times more likely to recommend the property manager. But regardless of the problems, moving in is one of the most varied and often failed moments in the life cycle of the occupants. Seventy-five percent of residents report challenges during check-in, from setting up services to paying deposits to coordinating supplies.
This is no small inconvenience. They are early signals to residents about how the property manager is working. And for property managers, they translate directly into higher support volume, problem groups, preventable profits, and lost referrals.
The opportunity is clear: facility managers who treat onboarding as a strategic opportunity—not just a checklist—can dramatically improve performance across maintenance, efficiency, and growth. Here are three ways technology reshapes 30 days into operational advantage.
1. Close the technology expectation gap
There is a growing disconnect between what tenants expect at the time of move-in and what most property managers are equipped to deliver. While 60% of employers say digital onboarding tools are important, only 38% have access to them. When those tools are available, the impact is clear: 81% of employers who use digital onboarding services find them useful.
For property managers, this gap is more than just resident satisfaction. It’s about showing operational maturity. Modern employers expect boarding to feel as seamless as going to the bank, shopping, or traveling. If entry is fragmented, manual, or confusing, it lowers confidence in the manager’s ability to deliver on the lease term.
A well-designed digital onboarding experience does more than modernize the resident journey. They streamline processes, reduce errors, and take work out of inboxes and spreadsheets. Over time, that consensus includes: citizens interact more with portals, use online payments faster, and require less manual support. This frees up property management teams to focus on high-value work.
2. Personalize check-in and boarding
Check-in is also a time when personalization is most important, as residents navigate stress, time pressure, and uncertainty. When property managers remove conflict at this stage, they are helpful while establishing credibility.
One of the most impactful ways to do this is to coordinate essential services before residents arrive. Services attached to the lease such as utilities and internet are important to 71% of tenants. But only 22% of property managers offer an Occupancy Benefits Package (RBP) during boarding. These packages bundle services such as utilities and maintenance support to reduce movement friction. Every unresolved setup task causes unnecessary back-and-forth for building teams and frustration for residents.
Personalization can extend to communications and services. Including ride information—whether it’s local schools, pet services, or community services—shows residents that the property manager understands their needs and is invested in their experience.
For property managers, this early momentum is important. Residents who feel supported during check-in are more cooperative, more engaged, and more likely to view their manager as a partner rather than an obstacle. That trust pays dividends throughout the lease term.
3. Build financial wellness on the move
Check-in is an important window to introduce financial services that address the real pain points of residents while strengthening the property manager’s finances.
The need is already there. Seventy-two percent of employers say rewards programs are important, but only 34% have access to them. Sixty-five percent of other security deposit methods, yet only 29% of property managers provide them And although 73% of tenants care about reporting rent, only 53% have access today.
These services are not benefits. They solve practical problems. Other deposit options reduce upfront shipping costs. Rent reporting helps residents build credit by paying on time. Rewards programs reinforce ongoing value and loyalty.
When thoughtfully provided during the ride, these services do more than just separate the space. They create new sources of income for property managers, reduce financial friction for residents, and enhance long-term retention. That alignment—the citizen value delivered through the local manager’s performance—is where sustainable growth comes from.
Making the move an operational advantage
The hidden costs of movement conflict outweigh the frustration of residents. It includes preventable inefficiencies, avoidable profits, and missed referrals that destroy performance over time.
In a market where every unit, renewal, and reputation signal is important, property managers can no longer treat the first 30 days as a barrier to employment. Check-in is a critical time that determines how residents perceive a property manager’s ability, trustworthiness, and professionalism.
Bridging the gap between resident expectations and operational realities requires a shift from performance-based performance to performance-based thinking. That’s the essence of Building Operations Management: not just focusing on getting the job done, but on delivering results that drive retention, efficiency, and growth.
The best performing property managers lay the foundation for strong relationships, smooth operations, and long-term performance beyond the first 30 days.
Adam Feinstein is VP of Product for AppFolio.
This column does not necessarily reflect the opinion of HousingWire’s editorial department and its owners. To contact the editor responsible for this piece: [email protected].
