As an industry, we work hard to keep our residents happy. We turn work orders around quickly, we host resident events, we are always on the look-out for ways to make the lives of our residents easier, and so much more. All of these are things that our residents expect from us. But sometimes, what is not expected can make a bigger impact on how our customers view us. Think about a time when somebody did something for you that you weren’t anticipating. How did that make you feel? Now imagine doing something that makes your residents experience a similar emotion, and how powerful that could be. The lasting effects will also be powerful as your residents become bigger advocates of your community and will express that in many different, beneficial ways.