A strong resident engagement playbook starts with active, intentional communication—frequent check-ins, open-door policies, and transparent updates. Including high-touch events and touchpoints will drive your impact to the ceiling. But to shoot through the roof, you need to go beyond the amenities, the views, or even the food (although we all know a good prime rib night can’t hurt). The real driver of resident engagement (and retention) lies in how you make people feel. 

Kim Wilkins, one of our Client Success Wizards, recently shared some powerful insights on the topic, and this is the kind of wisdom that can transform a community: Engagement leads to retention. Belonging leads to engagement. Happiness leads to belonging. Communication is the foundation for happiness (and belonging). And love enhances the entire experience, every step of the way.  

Resident Engagement: The Cornerstone of Retention 

Engaged residents are happier, more connected, and more likely to stay. To drive engagement, most communities have an engagement or activities director who’s got calendars bursting with bingo, outings, and entertainment. But engagement isn’t only about filling the day; it’s about filling the heart. Kim points out that the most engaged residents are those who feel seen, heard, and truly part of the community fabric.  

To help you foster engagement through connection, here are some practical ideas:  

• Build relationships by celebrating small wins publicly - like finishing a renovation or volunteering in the neighborhood. 

• Incentivize feedback with micro-rewards like local business coupons 

• Showcase community achievements through quick, visually engaging formats, like short online videos.  

These ideas for engagement foster friendships and creates opportunities for shared accomplishment—whether it’s painting a masterpiece in an art class or crushing it in group trivia. These moments are more than simply activities; they’re memory-makers that anchor residents to their community.  

Belonging & Happiness: The Anchors that Keep Residents Around 

Belonging

Kim says it best: a sense of happiness & belonging are the most important aspects to keeping more  residents around longer. Belonging isn’t built in a day—it’s built one conversation, one activity, one shared laugh at a time. Kim suggests starting small: learn about each resident’s hobbies, interests, and even their “used-to-dos.”  

Maybe they were passionate gardeners, amateur painters, or ballroom dancers in their younger years. What if your community could rekindle that spark? 

Here's an event idea to practically rekindle your residents' "used-to-dos": host monthly “skill-swap socials” where residents teach and learn personal hobbies in small groups. Combine casual courtyard gatherings with micro-mentoring sessions, pairing seasoned community members with newcomers to foster instant, meaningful connections. 

Happiness

Kim highlights that when residents feel happy, a sense of belonging naturally follows. Add in improved well-being, reduced loneliness, and meaningful engagement, and you’ve got a recipe for long-term satisfaction. 

When residents feel like they belong, like they’re cared for, and like their days are worth waking up for, you’ve got the recipe for not just retention but referrals. Happy residents talk, and their families talk even more.  

Happy residents don’t just stay—they become your greatest advocates. When residents feel seen, heard, and valued, they’ll rave about your community to their friends and families. That word-of-mouth enthusiasm is priceless. 

Communication: The Unsung Hero of Happiness 

Kim emphasizes that effective communication is the all-important bridge between staff and residents. You can hand-craft the best events in the world, but if your communication falls flat, your residents’ experience will, too.  

Kim’s advice for communities is simple but powerful: get to know your residents on a deeper level. Listen to their ideas, preferences, and even their frustrations.  

As simple as it sounds, in order to explore residents' "used-to-dos", you have to communicate with them. For example, imagine knowing not just that Mr. Jones loves bridge, but that he once won a state championship. Or that Ms. Smith has a passion for writing poetry but hasn’t picked up her pen in years. Open and honest conversations are essential because they lead to these insights that enable communities to make their residents' lives better. 

The Most Important Ingredient 

This is the ultimate strategy for enhancing resident satisfaction: love them like family. This piece of advice can feel wishy-washy, so let's clarify why love is the most important ingredient in senior living.  

When you truly love your residents, it shows in every action you take. You call them by name, actively listen to their worries, and fix their problems quickly. This care makes them feel safe and valued. Acting from love puts your community ahead of others because people can tell when you genuinely care. 

Putting it All Together 

Engagement fuels retention. Belonging and happiness fuel engagement. Communication powers belonging and happiness. Love strengthens them all, creating a vibrant, caring community where residents thrive and stick around for the long-term. 

So, what’s your next move? Maybe it’s a one-on-one conversation, a fresh take on activity planning, or just a moment to ask, “What can we do to make today a little brighter for you?” The answer might surprise you.