Hi, Brandy Landon here, and I’m excited to officially take the helm on Second Nature’s newsletter! This is where I’ll be sharing insights from my corner of the property management world—what’s working in my business, lessons learned, and the trends I’m seeing across the industry.
A little about me: I own and operate Milestone Premier Properties, a full-service real estate brokerage and property management company based in North Texas. We also provide construction and remodeling services tailored to our investor clients. I’m passionate about building systems that serve both people and performance. Whether it’s resident retention, investor communication, or process improvement, I’m always looking for ways to elevate the experience for everyone involved.
My goal with this newsletter is to make it a resource worth opening—one that brings real value, sparks ideas, and reminds you that you’re not in this alone. To kick things off, let’s dive into a hot topic this summer: resident retention. With inventory surpluses, rising vacancy rates, and a softening market driven by factors like unemployment, high mortgage rates, and affordability challenges, keeping residents happy—and in place—has never been more important.
But instead of focusing on the usual industry talking points, let’s take a look at a few practical, budget-friendly strategies that often get overlooked, but can make a big difference.
3 Not-So-Obvious Resident Retention Strategies — Plus Pro Tips
A resident recently renewed her lease for the fifth year in a row. No rent discount, no new countertops, not even a gift card for tacos.
She did, however, leave a note after signing: “Thanks for always being kind and treating me like a person, not just a tenant.”
That one sentence said it all—people renew because of how they’re treated, not just because of what they’re offered. So if you want to impress your owner clients and boost renewals without cutting into the bottom line, here are three less-talked-about ways to do it.
1. Trust: The heart of retention
Let’s not forget—we’re in the people business. Every day, we’re navigating emotions, expectations, and experiences, both good and bad. That’s why building strong relationships with both owners and residents is essential.
Too often, the resident side gets overlooked in favor of focusing solely on what’s best for the owner. But here’s the truth: what’s best for the owner is keeping the resident happy. And the key to that? Trust.
When residents trust you—when they feel seen, heard, and respected—they’re far more likely to respond with patience and understanding, even when things go wrong. Whether it’s a maintenance emergency or a tough conversation about a lease violation, they’ll know you’ve got their back.
🎯 Pro tip: Build trust through proactive communication
Don’t wait for something to go wrong—get ahead of it. Send quick updates to residents when a work order is submitted, a vendor is scheduled, or a repair is completed. Even a simple note like, “Just a heads-up, the plumber is running behind but still scheduled for today,” helps manage expectations and shows you’re on top of things.
Consistent, transparent communication—even with small updates—builds trust and reassures residents that you’re reliable, responsive, and truly invested in their experience.
2. Make it personal (but not creepy)
Connection builds loyalty, and a little thoughtfulness goes a long way. Celebrating a resident’s move-in, sending a handwritten birthday card, or leaving a treat for their pet are small actions that leave a lasting impression. These gestures say, “You’re more than just a rent payment to us.”
And here’s the best part: you don’t have to rely on memory alone. Automate reminders in your CRM so nothing slips through the cracks. Platforms like LeadSimple or ProcessStreet can help remind you when it’s time to reach out and let residents know you’re thinking of them.
🎯 Pro tip: Make a strong first impression with welcome bags
Welcoming a new resident is the perfect opportunity to set the tone for a positive experience ahead. Consider gifting a branded reusable welcome bag filled with helpful resources, including a resident welcome packet. Adding a personal touch (like a handwritten note, a chip clip, or a fun coffee mug) makes it even more memorable. Plus, it’s a great way to reinforce your brand!
3. Make communication effortless
What’s more frustrating than calling a service provider, getting stuck in an endless automated menu, finally reaching a person—only to find they can’t help? Yeah, you know exactly how that feels. Don’t let your residents go through the same experience. Make it easy for them to reach you. Once connected, treat them like a human and show empathy when needed. We are all just people trying to do our best.
🎯 Pro tip: streamline and humanize your communication
Use shared inboxes, texting platforms, and friendly automated updates to keep residents informed every step of the way—no one should have to play hide and seek just to get a status update.
And when things go off track, follow this simple formula:
Acknowledge → Apologize → Act → Follow up.
It’s the customer service equivalent of a warm blanket and cup of tea, building trust and showing residents you truly care.
Here are some key stats from Milestone Premier Properties:
- 95% Occupancy Rate
- 4.9 Stars on Google
- Average Response Time: 30 Minutes
- Resident Satisfaction Score: 4.9
All the pro tips I shared above are practices we use every day to keep our residents happy—and it shows. These simple, intentional actions make a real difference in boosting both occupancy and satisfaction.
Bottom line?
Residents don’t need perfection—they need connection. When you focus on creating a human experience (and back it up with great systems), retention becomes... well, second nature. 😉
This week's must-sees
For every issue of the newsletter, we'll pull together news stories, social media posts, or videos that we think you'll want to check out.
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A Scottsdale renter was sued for leaving negative reviews for his property managers.
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Investopedia suggests renters have the upper hand in negotiations, thanks to an increase in apartment construction. Nerdwallet disagrees.
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Gothamist suggests that ending broker fees in NYC has slightly increased rents.
Triple Win of the week
Resident welcome packages:
Inspired by Brandy’s tips on delighting residents, here’s a recent post from the Triple Win Property Managers Facebook group on how different PMCs are welcoming residents to their new homes. Join the conversation and share your thoughts!
Not in the Triple Win group? Join now so you don't miss any insights.
Making property management Second Nature
We're always striving to make property management easier for everyone. That's why each week we'll offer resources from experts across the industry, free for you to watch, listen, or download. Up first is a recording of our recent Triple Win Live workshop with PM PathBuilders, ProfitCoach, and Allegiance Property Management.
New from Second Nature
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How to Incentivize Behavior with your Management Fees: Mark Brower of Mark Brower Properties walks through why your management fee structure might be incentivizing behavior that's not in your investors' best interests.
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Second Nature’s guide to structuring a property management proposal:Working on expanding door count? Check out this guide to building out a comprehensive pitch to new clients and see how your proposal measures up.
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How Service Tiers Shaped My Proven Process, from Jennifer Ruelens of OneFocus PM and Hold It with PM Jen. She walks through her story of finding the right process for her business and how she's tested different service packages over time.
One last thought
Interested in attending Property Meld's Maintenance Summit in Rapid City this September? We'll cover your ticket or a hotel room if you join a meeting with us. Spots are limited to the first 10 eligible property managers who complete a meeting, so act fast! Learn more on our website.
Until next week,
💜 Brandy and the Second Nature team
December 10, 2025
