Savvy Shopper, Knowing Your Competition

shopping

It seems like every time I visit an apartment community to collect information for my market survey, I leave with another feature discovery that will help me convince prospects my apartment community is the best choice for their new home. Shopping the competition is required each month.  Updating a market study analyzes pricing and availability. […]

Spring Forward , Its Time To Check Your Smoke Detector

The change to Daylight Savings Time is a calendar point when  residential home owners are encouraged to check the smoke detectors in their homes.  Could residents in apartment communities be encouraged to do the same?  Time and time again, fires are reported with fatalities.  It’s hard to understand how this happens with the range of […]

Hiring New Leasing Staff? Look for Someone Who Talks to Strangers

“Do you talk to strangers?”  Asking a leasing candidate about a conversation with a stranger is a good starting point to understand how easily they can connect. The answer to this question from a prospective leasing consultant may give you some insight into their character and personality.  Interview questions for an individual that has not […]

Customer Service Begins At Home, Acknowledging Our Internal Customers

Customer service

Service for the customer is not limited to our residents or applicants.  Within the management organizational structure there are many customer relationships. Internal Structure Every organization has a variety of departments:  Human Resources, Accounts Payable, Accounts Receivable, Operations and Information Technology.  Each of these have customer service relationships to each other.  Without cooperation and a […]

Turnover Totals, The Financial Benefit of Reducing Moveouts

The related costs of apartment turnover are often included in discussions of the impact of move outs on an apartment community. Rent loss due to days vacant. Marketing expense to advertise for potential residents. Time and expense to screen and process potential residents. In addition there are the obvious related expenses: Maintenance labor Miscellaneous prep […]

Service Request Follow Up Calls, Resident Feedback Please!

Taking the time to make phone calls after service is completed in an apartment may seem to be a low priority task or even a time waster. “Maintenance does a great job, I hear that from every resident I call.” Wow! What a great problem to have! With that factual information, a property could state […]

Preventive Maintenance is Customer Service

Service

Unit inspections are often viewed by residents as an intrusion into the privacy of their home.  Could this annual, semi annual or quarterly event be viewed as an apartment service appointment? Improving Performance Explaining to residents its time to service the furnace, water heater or air conditioner in their home offers a positive explanation for […]

Focus On Follow Up

In most leasing centers, prospect follow up is a scheduled activity. Sometimes the purpose of follow up is confused with the purpose of the task. Too often, the comment documenting is “left voicemail/sent email….” AND….? Follow up is the opportunity to sustain interest or general commitment from an individual that was unable, unwilling or not […]

The “A” Game, Performing At Your Best

A game

You’re ready to start your day. Fitness is complete. Heathy breakfast-check! Now you’re headed to work, will the next eight, nine or even ten hours be achieving results or waiting for the clock to hit 5 or 6 pm? What do you plan to accomplish? Will you tour a household through a potential new home? […]