In the video, Michele Bettinazzi and Cassie Sneed discuss how their property management team used resident feedback to make impactful changes in a new student community. Michele shares a story about actively seeking feedback from potential residents during tours and lease signings. Residents consistently requested more study spaces, even though the property offered high-end amenities. The team shared this feedback with ownership, who quickly adapted existing clubhouse spaces into study areas, demonstrating responsiveness to residents' needs. This simple, cost-effective change emphasized the value of listening to feedback, reinforcing resident trust and satisfaction.