1. “Assembly Line”: “You are a number, apartment 5B, and we are here to process you.” Characteristics: timely, efficient, uniform, insensitive, uninterested 2. “Friendly Zoo”: “We are trying hard, but we don’t know what we’re doing.” Characteristics: friendly, interested, tactful, personable, inconsistent, disorganized, no follow up 3. “Winter”: “We don’t care.” Characteristics: cold, impersonal, aloof, […]
What Kind Of Service Do You Want To Provide Residents?
1. “Assembly Line”: “You are a number, apartment 5B, and we are here to process you.”
Characteristics: timely, efficient, uniform, insensitive, uninterested
2. “Friendly Zoo”: “We are trying hard, but we don’t know what we’re doing.”
Characteristics: friendly, interested, tactful, personable, inconsistent, disorganized, no follow up
3. “Winter”: “We don’t care.”
Characteristics: cold, impersonal, aloof, uninterested, inconvenient, slow, disorganized
4. “Quality Service”: “We care, and we’ll prove it!”
Characteristics: timely, efficient, friendly, personable, interested, helpful, understanding, sensitive.
A guarantee is a powerful tool—for marketing, leasing and quality service —for five reasons: A guarantee forces you to focus on residents. Knowing what residents want is the sine qua non in offering a service guarantee. A community has to identify its residents’ expectations about the elements of the service and the importance they attach […]
Years ago Multifamilypro conducted a study with the help of multifamily management expert Ed Kelley to determine whether the time spent shopping for an apartment home had a discernible impact on the length of a resident’s stay. The results confirmed what many of us have long suspected, and still ring as true today as they […]
“YOUR COMPETITION COSTS LESS” This is the objection most likely to strike fear into the hearts of an unprepared leasing consultant. First, be certain that the future resident is really considering value, rather than just comparing price. Guide them through a fair “apples to apples” comparison of features and benefits that shows where you have […]
We have found that communities across the country have the idea that rent increases in $ 50 and $70 increments are effective because they are easily to remember, and the accounting team will have an easier time with those numbers. Unfortunately, rent increases like our rental rates, cause an adverse reaction when they are in […]
The last time you played “let’s pretend,” chances are you were only concerned with the three R’s (reading, ‘riting, and ‘rithmetic). This time, we’re going to play a grown-up game of let’s pretend, where you get to be the Resident or Future Resident -and we’ve got four R’s to contend with (Rentals, Renewals, Retention, and […]
Contributed by Ronnie Marshall, Tarragon Management You can order magnets. Laminated cards – small magnets that go on your residents fridge at move-in. Laminated pages of the promotion in the office to use during the leasing process. This idea does not work if your staff doesn’t pump it up at move-ins/parties/flyers. We wanted to create […]
Contributed by Christopher Dembitz, Clark Whitehill Enterprises, Inc. Reward the entire staff, especially maintenance personnel, when someone renews. A key part of our compensation program is the lease renewal bonus. Everyone at a site gets a monetary bonus (based on their position) when a lease is renewed. This works very well for maintenance personnel, as […]
BECAUSE THE RESIDENT… Because the Resident has a choice, we must be the better choice. Because the Resident always has a need, we always have a job to do. Because the Resident is special, we must be flexible. Because the Resident has high expectations, we must excel. Because the Resident has sensibilities, we must […]
Maintaining resident retention and solidifying the likelihood of lease renewal are two valuable goals of most property managers. That said, there’s a distinctive formula that must be in place to capitalize on tenant satisfaction and encourage tenure. And what exactly comprises this formula? Doug Miller, President of SatisFacts Research, explained that each unit turned over […]