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. […]

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 […]

Give Maintenance A Hand!

The maintenance team at a property is often the secret ingredient to a property’s success.  A perfect move in, free of any repair items creates a great first impression for a new resident. The appearance of the grounds, hallways, and any common areas can determine whether a prospect drives in to tour the property or […]

Lights Out!

The Challenge Maintaining exterior parking lot and building entry lights is an ongoing challenge for many property managers. During daily/weekly tours of the property when we monitor and inspect for any potential repair or safety items, the exterior lighting is often overlooked. The lights are not illuminated, because its daytime. Exterior lighting is an important […]

Have You Tested Your Detector Today?

An inoperable smoke detector is  one of the most frustrating and dangerous findings on any type of inspection.  This violation carries the most severe penalty scoring.  With Agency and Municipal inspections same day repairs are mandated. Both residents and maintenance must acknowledge the importance of this device.  It must be operational at all times.  The […]