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How to Create a 5-Star Move-In Experience Part 1: Resident Onboarding Emails

Create a drip campaign with emails, videos, and text messages that residents receive at just the right time
JC
Jude Chiy
Updated 1 year ago

The Old Way: Resident shows up for move-in day > busy staff try to do an in-person orientation and overwhelm a stressed out resident with too much info > resident forgets all the orientation info > resident inundates staff with questions later 


The New Way with Flamingo’s Automated Resident Onboarding: Create a series of automated emails, videos, and push notifications that residents get at just the right time and with just the right information. Better onboarded residents = less calls, emails, or text to staff later. 


Why use this feature and process? 
Elite property managers view their resident move-in experience as the single most important part of the resident experience. Create a move-in experience that residents love by adding automated emails and push notifications that every resident should receive before, during, and after they move-in or move-out.

Examples include Move-In Checklist, Welcome Letter, Surveys, Resident guide, Amenity highlights. etc. so that residents receive info just when they need it. Read more here.

Navigation: Dashboard.getflamingo.com > Manage > Move In, Renewals, Move-Out > Add New Email


How to Manage Your Resident Onboarding & Orientation Process with Flamingo’s Automated Email, Video, And Push Notification Drip Campaign

Step 1: Map out all the information that residents need to know to better settle into their new community and when that information is most relevant for them to receive.  

Examples of Onboarding Communication: 
  • Welcome Home Letter - e.g. Brand Video or CEO Welcome Video
  • Onsite Staff Intro Video - e.g. Funny but educational video
  • Daily Living Basics - e.g. how to submit a maintenance request
  • Technology Basics - e.g. how to use your access control system
  • Policies & Procedures - e.g. quiet hours or amenity policies
  • Physical Navigation - e.g. location of Amenities 
While most of this information is what goes into your Flamingo Digital Resident Guide, you still want to create a series of onboarding emails, videos, or push notifications that residents get that call out the most important of these.


Step 2: Review or edit the Pre-Populated Resident Onboarding Emails

To make set up easy, we have already pre-populated your account with templated onboarding emails. These are minimum emails or subjects we recommend. But, you can edit or delete these or add new tasks by navigating to  Dashboard.GetFlamingo.Com > Manage > Move-In, Renewals, Move-Out > Emails

Step 3: Finalize each email, video, push notification that residents need to receive across their entire Resident Lifecycle.

Step 4: Here is how to add each resident onboarding email, video, or push notification and set when along their Resident Lifecyle residents should receive the content - e.g. 1 After Move-In Date


  • Complete all required fields
    • Send this: enter when this should be sent by entering the number of days BEFORE or AFTER the LEASE START DATE or LEASE END DATE that the email should be sent. E.g. if you enter 5 Days Before the Lease Start Date, the email will be sent to every resident who is 5 days from their lease start day. 
    • Email: enter a name that would help you and your team identify what the email is about. This could be the same as the email subject line. 
    • Email Subject Line: the email subject line that the resident sees. E.g. "1001 South State | Move-In Checklists"
    • Email From: this field can't be changed
    • Reply-to-email: Add the email replies should go to if the resident wants to reply to your email. 
    • Email Body: type the email as you would any regular email - adding text, images, hyper links etc. To personalize the email, use the available variables like First Name, Last Name, Unit Number, Lease Start Date, Lease End Date etc. Using these variables personalizes the email to each person receiving the email. E.g. if you enter "Hi {{first_name}}", the system will replace {{first_name}}  with the residents actual name - e.g. "Hi Mary" if the resident's first name is Mary. 
    • Hit 'Save'
  • After you add an email, you can click preview to view what the email looks like. 
  • The table underneath also shows the number of times each email has been sent. You can also edit or delete each email. 

Examples of Emails you can set up.

Pre Move-In

Email 1: Move-In Checklist - 14 Days before Lease Start Date


Hi {{FirstName}}

Congratulations on your approval to join {{Building Name}}, a {{PropertyManagementCompany Name} community. We are honored that you have chosen our community as your home. 

We will strive to ensure your experience with us is a positive one. We are always here for you. If you have any questions or concerns about your welcome letter or the move-in process, please feel free to reach out to us. 

As we look forward to welcoming you home, below is a checklist of items you need to complete:

  • Item I:

  • Item 2:

  • Item 3:

  • Item 4:

  • Item 5:

  • Item 6:

  • Item 7:


Regards,

{{BuildingName}} Team


Email 2: Renter’s Insurance Reminder - 10 Days before Lease Start Date


Hi {{first_name}}


You are just a few weeks away from joining our community.


This is a friendly reminder that we require Renter's Insurance.


You can instantly get a quote and sign up for a policy using the {{AppName}}  app.


Regards,

{{BuildingName}} Team


Moving Tips – 7 Days before Lease Start Date


Hi {{Firstname}}

Here are some helpful tips as you prepare to move into your new home at {{BuildingName}}:

  1. Notify the Post Office of your new address.

  2. Send “I am Moving” announcements to family and friends.

  3. Notify schools.

  4. Notify magazine companies and newspapers for any subscriptions you have. 

  5. Notify your bank or any financial institution you use. 

  6. Notify your medical care providers (doctors, dentists, pharmacies, etc.)

  7. Change your address for voting. 

If you need assistance or have questions, please do not hesitate to contact our team. 

Regards,

{{BuildingName}} Team


Email 3: Final Move-In Checklist – 4 Days before Lease Start Date

You're only 4 days away from moving into your new luxury apartment home at {{BuildingName}}, and we're so delighted to have you as our newest resident! This calls for celebration, but first, here are a few reminders to help ensure that you have an effortless moving experience.

Not so fast! Before you arrive to pick up your keys in a few days, ensure that you can answer YES to each of these questions:

  • Have all leaseholders signed the lease electronically?

  • Has electric service through {{Provider}} been scheduled to start on {{LeaseStartDate}}?

  • Has gas service through {{Provider}} been scheduled to start on {{LeaseStartDate}}?

  • Has renter's insurance declaration page been provided to the leasing agent?

  • For pet owners, have pet documents been provided to the leasing agent?

  • For on-site parking, have vehicle documents been provided to the leasing agent?

  • If desired, has internet, phone, and/or cable service been arranged through {{RecommendedProvider}}

  • etc


Email 4: Welcome Home! Tomorrow is the Big Day - 1 Day before Lease Start Date

Hi {{FirstName}}

Today is finally here! We are so excited to have you join the {{BuildingName}} Community.

 

Your keys are ready for pick-up tomorrow at the front desk if all the following are completed:

  • Have all leaseholders signed the lease electronically?

  • Has electric service through {{Provider}} been scheduled to start on {{LeaseStartDate}}?

  • Has gas service through {{Provider}} been scheduled to start on {{LeaseStartDate}}?

  • Has renter's insurance declaration page been provided to the leasing agent?

  • For pet owners, have pet documents been provided to the leasing agent?

  • For on-site parking, have vehicle documents been provided to the leasing agent?

  • If desired, has internet, phone, and/or cable service been arranged through {{RecommendedProvider}}

  • etc

 

Nicely done! If you answered YES to all of the questions above, your keys are ready to be picked up! All move-ins should be done via {{location}}


Post Move-In

Email 5: How was your move? - 4 Days after Lease Start Date

Hi {FirstName}}

How was your move? If you need anything, please do not hesitate to reach out to the office team using the {{AppName}}. You can call or message us directly from the app. 


Here is our office team here to help you:

{{Community Manager Bio + Pic}}

{{Assistant Community Bio + Pic}}

{{Leasing Agent Bio + Pic}}

{{Maintenance Bio + Pic}}


Email 6: Get To Know Your Neighbors - Community Integration Challenges? - 7 Day after Lease Start Date

Hi {{first_name}},

 

We are all friends and neighbors here at {{BuildingName}}.

 

Want to earn a $25 in gift card? Complete our new resident move-in challenge by doing the following:

 

  • Introduce yourself in the social feed of the {AppName} app.

  • Get (virtual) coffee with a neighbor.

  • Use at least 2 of the amenities.

  • Complete a scavenger hunt

  • Attend a resident event.

 

That's it 😉

 

Send proof to {{Email}} and you will be rewarded with $25 in gift card.

 

Email 7: Check Out These Amenities! - 14 Day after Lease Start Date

 

Hi {{first_name}},

 

We hope you've enjoyed your first few weeks at {BuildingName}} so far.

 

If you haven't already, explore our amazing amenities. You can reserve amenities using {{AmenityReservationSystem}}.

 

Want to make it fun? Use each amenity, take a selfie, post on Instagram, and tag {{BuildingName}}. You might just win a prize :)


{{AmenityPicture}} {{AmenityBio}}

{{AmenityPicture}} {{AmenityBio}}

{{AmenityPicture}} {{AmenityBio}}

{{AmenityPicture}} {{AmenityBio}}


Follow Us On Instagram - 21 Days after Lease Start Date


Hi {{first_name}},

 

We'd love to see you on the 'gram.


Email 8: Check Out the Neighborhood - 60 Days after Lease Start Date

Hi {{first_name}},

 

60 days have flown by since your move-in.

 

{{Neighborhood bio e.g. Our historic surrounding neighborhood is an electric, dynamic place, home to a spectacular mix of creative entrepreneurs, local makers, innovative co-working spaces, authentic cuisines and enviable access to both Lake Merritt and abundant public transit—the 12th Street BART station is just half a block from our front door.}}

 

 


 

- The {{BuildingName}} Team


Email 9: Can you review us? - 75 Days after Lease Start Date


Hi {{FirstName}}


We hope you are enjoying your time at {{BuildingName}} so far. 


Can you do us a huge favor and share your experience at {{BuildingName}} so far so that more people can know what to expect?

  • {{Google Review Link}}

  • Yelp Review Link}}

  • {{Facebook Review Link}}


Email 10: Refer Us, Earn $$$$ - 90 Days after Lease Start Date


Hi {{first_name}},

 

Thanks for being with us these past few months.

 

Do you mind referring us to friends?

 

Each referral that moves in earns you {{ReferralAmount}}.

 

- The {{BuildingName}} Team


Email 11: It’s been 6 months! - 180 Days after Lease Start Date

Hi {{FirstName}},


You’ve been with us for 6 months already. We know things can be busy but below are a few reminders

  • Attend our events 

  • Check out our fun amenities if you haven’t already

  • Use our app to find everything you need

  • Refer a friend and earn {{ReferralAmount}}

  • Share your experience with us on {{GoogleLink}}, {{FacebookLink}}, or {{YelpLink}}

  • Use our app to find everything you need - our community guide, amenity reservations, concierge services, on-demand fitness and more

We value you as a resident. 


Email 12: Renew Your Lease! - 90  Days before lease End Date

Hi {{first_name}},

 

Your lease is coming up for renewal. We ❤️ having you as a neighbor and would love to keep things that way.

 

Should we send you your lease renewal documents?

 

- {{BuildingName Team}}


Email 13: Happy Apartment Anniversary!! - 365 Days after lease start Date


Hi {{first_name}},

 

Can you believe it's been a whole year? 🎉🎉🎉🥳🥳🥳

 

Thanks for making {{BuildingName}} home this past year.

 

- {{BuildingName}} Team
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