It's Giving: Resident Experience

Forget basic customer service — this is about the energy your community gives off and the way residents feel every time they show up (or show up in your inbox). In this session, we’ll dig into the emotional drivers that shape satisfaction, loyalty, and reputation in a world where reviews travel fast and expectations are sky-high.

We’ll explore how empathy, communication, and consistency can transform everyday moments into standout experiences. From thoughtful touches in the office to proactive problem-solving during stressful situations, you’ll discover how small gestures create major impact — and how intentional “signature moments” can turn residents into raving fans.

You’ll walk away with fresh ideas for:

• Elevating the community vibe

• Enhancing trust and connection with residents
• Creating a renewal-worthy journey from move-in to move-out
• Owning the resident narrative — online and in-person

This isn’t about scripts — it’s about authenticity and the kind of culture people want to be part of. Join us to learn how to make every interaction a reason to stay, a reason to renew, and a reason for residents to say:

“It’s giving… home.”

This class qualifies for 1 continuing education credits needed for credential renewals.