For years, we’ve seen the race to reach renters often start with a building’s amenity package and the bigger is better mentality, whether it was a pool, a fitness center or, most recently, coworking space.

But living through a pandemic has given everyone a different perspective on amenities. It’s been interesting to see that the things we took for granted, like natural light and outdoor space, have become—and will continue to be—the most important amenities of all.

While many developments made connecting people and nature within built environments and communities a hallmark in recent years, what’s new in 2021 is a heightened demand for direct access to sunlight and fresh air that blends the outdoors and indoors in refreshing ways.

Going forward, we believe design will flow from a need to create environments where renters find inspiration in their natural surroundings while also benefiting from the tangible health benefits that natural light and outdoor space offer.

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High-rise apartments are getting more in touch with nature. Living on the 40th or 45th floor, for example, can make tenants feel far away from it—and since the pandemic, apartment dwellers are craving closer ties to greenery. In response, more plants are coming to rooftops, lobbies, and balconies.

Optima Inc. has been adding biophilic design principles to its communities for more than 40 years. It has been offering green roofs, courtyards, and gardens. A vertical landscaping system is on display at its Optima Camelview Village in Scottsdale, Ariz. Several colorful plants grow up and over the ledge of private terraces on each floor of the building.

“This system helps enhance the natural beauty of our projects by allowing a palette of vibrantly colored plants to grow up and over the edge of each private terrace on every floor of the building,” David Hovey Jr., president and COO of Optima Inc., told Multi-Housing News earlier this year.

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In today’s apartment marketplace, where rents and occupancy are at historically high levels, quality customer service is proving to be the differentiator.

Of the many consequences of contending with the pandemic, one of the most visible has been a groundswell in expressions of frustration. From air travel to dining to work and school, the list of grievances runs long, and rental housing residents are no different, from the perception that maintenance takes too long to coffee machines running dry.

One of the biggest complaints has been the difficulty of working from a small apartment, according to buzz at the National Multifamily Housing Council’s (NMHC) 2022 annual meeting, says attendee Mary Cook, founder of Chicago-based Mary Cook Associates (MCA), a commercial interior design firm. “Two years ago, 20 percent might have worked from home and now 45 percent do a few days each week,” Cook says. “They get upset if staff is making noise blowing leaves or cutting a lawn.”

Property managers have complaints and frustrations, too, facing a shrunken labor pool and disrupted supply chains. Despite the apartment industry experiencing historically strong occupancy levels, managers are not taking the high numbers for granted. If COVID-19 has brought home any message, it’s that situations change—fast.

Many are listening closely to residents, taking notes about leading causes of dismay and sources of joy, developing creative solutions to increase net referrals. The strategies that seem to make the biggest difference are good customer service and value. Some companies, like Chicago-based Optima Inc., a developer and property manager that created 2,135 units in Illinois and Arizona, has trademarked its Optimized Service, the equivalent of an in-home concierge, to make clear it prioritizes service.

As rent prices climb, quality service becomes more critical. The following are 10 ways to achieve it.

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