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Unlocking Resident Satisfaction: Beyond the Smile

Unlocking Resident Satisfaction: Beyond the Smile

Gerry Wiatrowski             March 14, 2024

In the highly competitive world of property management, fostering positive relationships with residents is paramount to success. A smile from a resident can be perceived as a sign of contentment and satisfaction. However, is that smile a true indicator of long-term engagement and loyalty?

Smiles can be deceiving. While initial interactions may be brimming with enthusiasm and positivity, the true measure of resident satisfaction lies in consistent engagement and meaningful connections.

  • Consider this scenario: a resident moves into your property, greeted with warmth and hospitality. They smile, because they are thrilled with their decision.

This place is amazing!

  • Yet, without ongoing engagement and attention, that initial smile will gradually dip (as all smiles do) mirroring a decline in satisfaction and attachment to the community.

  • Why does this matter? Because by the time lease renewal approaches, residents may have already sought alternative housing options. The lack of continual engagement could lead them to explore other properties, leaving you at risk of losing valuable tenants.

Continual engagement isn’t just about periodic check-ins or routine maintenance. It’s about cultivating a sense of community, actively listening to residents’ needs, and responding with genuine care and attention. Whether it’s organizing community events, soliciting feedback through surveys, or simply being accessible and responsive to inquiries, every interaction counts.

INCENTCO’s suite of engagement tools were designed to help you continually engage throughout the resident lifecycle. With our innovative solutions, property managers can seamlessly connect with residents, whether through personalized communication, loyalty programs, or community-building initiatives.

With INCENTCO you can not only strengthen loyalty but also reduce turnover rates and enhance overall satisfaction. It’s about fostering a lasting connection that goes beyond the superficiality of a smile. It’s the consistent, proactive engagement that truly matters in retaining satisfied and loyal residents. Together, we can transform smiles into lasting bonds, ensuring resident satisfaction and loyalty for the long haul.

Gerry Wiatrowski is Co-Founder of INCENTCO LLC. Previously Mr. Wiatrowski was CEO of Cox Custom Media and Senior Vice President, Marketing for Equity Residential (NYSE: EQR). Mr. Wiatrowski has been a marketing executive in both publicly and privately held real estate and service companies for over 40 years.

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Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Greg Smith

Co-Founder and Chief Executive Officer

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.

Gerry Wiatrowski

Co-Founder and CMO

As a Co-Founder and Chief Executive Officer of INCENTCO, Greg Smith provides strategic direction and oversight to the INCENTCO operation in the areas of strategic planning, finance, accounting, capital funding, legal, human resources, operations, sales management, technology services, as well as investor communications and distributions. Mr. Smith, with over 35 years of broad business experience, especially in multiple facets of the Real Estate industry, brings with him a diverse track record of accomplishments and experience to the INCENTCO organization.

Prior to joining INCENTCO in 2009, Mr. Smith was an Executive Vice President of Equity Residential (NYSE:EQR). His 14 year career at EQR included key positions on the Executive and Investment
Committees, EVP and President of EQR’s Central Division, EVP of Asset Management, as well as EVP of Portfolio Management. He played a significant role in the growth of the company, as it peaked to over 220,000 apartments during his tenure.

Mr. Smith’s extensive senior level career in the Real Estate industry includes positions at Strategic Realty Advisors Inc., (a real estate and advisory company) as Senior Vice President, and VMS Realty Partners, a sponsor of public and private real estate limited partnerships. Mr. Smith also founded and operated Lombard Properties, a private real estate investment and development company based in Dallas, Texas.