How to Build Trust with Gen Z Tenants, Future Investors
For commercial property managers and real estate agents, understanding younger audiences is vital in appealing to the next wave of workers, renters and homeowners. Features such as app-driven interfaces and seamless integration have become essential to Gen Z clients. Their core expectations around transparency and technology are influencing their buying decisions and will be a deciding factor when it comes time to invest in property.
Access systems that emphasize transparency and intentionality help improve the appeal of residential buildings, commercial office buildings, hotels, schools and everything in between. These features will become mandatory expectations as Gen Z grows to encompass a larger share of the workforce and becomes a key decision-maker in real estate investments.
Few other demographics have driven such a shift in operational execution. Real estate professionals must incorporate emerging trends and account for modern sensibilities to maintain their position in the market.
Digital Natives in a Tech-driven World
Gen Z will soon account for 30% of the workforce, shaping trends and innovations driven by their evolving preferences.
Even the oldest members of this generation, at 28 years old, would have come of age during the rise of the smartphone. They have spent most of their lives a few taps and swipes away from viewing or buying whatever they want, and this ubiquity has shaped how they interact with both physical and digital environments.
In prior decades, consumer technology was either recreational or productive. Those raised in the late 2000s and 2010s have only ever experienced the modern blending of these categories, where mobile phones are used for everything from digital content creation to managing social media empires.
Research shows this cohort expects technology to be built into their everyday lives. Entering a building or managing deliveries in shared residential areas should be fast, easy to use and seamless. Properties that incorporate smart access credentials and centralized management platforms match young people’s preferences for smart buildings and data-driven ecosystems, positioning themselves as future-ready and responsive to evolving expectations.
Transparency as a Baseline
Having grown up in an environment shaped by social media and instant access to information, Gen Z is more than willing to verify claims and question processes before making a decision.
For real estate professionals, this translates into a strong preference for clear, upfront communication. Young renters want to understand why decisions are made, and vague information or unclear answers can create immediate feelings of distrust.
Their expectations of transparency are most visible in areas such as:
Costs and fees: Clear breakdowns of figures such as rent, maintenance, utilities and additional costs build essential confidence early in the decision-making process.
Access policies and building rules: Younger residents are serious about security. They want to know who is allowed to enter a space and what controls are in place for visitors and deliveries.
Use of security technology and data: Though comfortable with robust security infrastructure, they expect to understand which technologies are in place and how data is handled.
Transparency, privacy and disclosure are crucial when it comes to CCTV cameras. It benefits building owners to openly communicate compliance and data retention standards, as well as responsible deployment considerations, particularly to younger tech-savvy tenants.
Proactive honesty and clear expectations align with Gen Z’s values, helping reduce hesitation throughout the leasing or purchasing journey.
Seamless Access Matters More Than Ever
Convenience is a double-edged sword. Mobile banking, electronic wallets and polished app-based services have instilled a reliance on speed among Gen Z, to the point that any friction can lead to frustration and abandonment. Control and confidence are easy to cultivate with intuitive, responsive systems.
Expedient design is a must for both tenant management software and physical ports of entry. Young renters prioritize systems that offer:
Mobile-first access: Digital credentials and app-based interactions fit this generation’s idea of how everyday services should operate. Physical keys and manual processes seem slow in comparison.
Consistent experiences across the building: Accessing their building or block should work the same way as entering a shared communal area, or amenities like on-site gyms, to reduce friction and confusion.
Visible security: Technology like CCTV cameras reinforces a sense of safety and oversight, building trust with tenants while increasing operational awareness for security teams.
Responsive resolution: Access issues, and more broadly any tenant queries, should be easy to log digitally and should provide clear updates on how and when the problem will be addressed.
The long-term appeal of property, be it residential or commercial, is tied to the adoption of smart building philosophies. Far from simply appealing to a growing market, these technologies leverage data and insights to help managers run their businesses, adapt dynamically to meet tenant needs and generate stakeholder value across the board.
Source: NAR Realtors