My favorite soft drink is Coke Zero. It doesn’t have the bitterness of Diet Coke. To me it tastes very close to regular Coca-Cola without the calories. I now ask for it by name at restaurants-and am finding that many restaurants are offering it in addition to Diet Coke which makes me happy! Why am […]
I love autumn-I really do! There is something about the transition from summer to fall, the temperature cooling down, the leaves changing colors, and knowing that some of my favorite parts of the season are just around the corner. Pumpkin Spice Latte Coffee: If you serve coffee in your office why not offer pumpkin spice […]
Do you like dealing with salespeople? Most people don’t! This means that many of the people walking into your community to look for an apartment; or emailing, calling or texting you are already predisposed to NOT like you either. Sorry. Why don’t we like salespeople? Here are a few reasons: Customers don’t want to be […]
When customers are complaining about something to you when the service is not what they expect; when they’ve been left in the dark about a request; when they’ve been treated poorly, you may find that they not only want to tell you about the problem, they want to fight with you about the problem. These […]
This week I thought I would focus on the vendors in the multifamily industry that make the jobs of the property management companies possible! When I was a community manager I relied on my landscaper, plumbers, snow plowers, construction crews etc. to ensure that we provided an amazing customer service experience to our residents. Vendors-if […]
In my previous post I wrote about how the little things really matter in customer service. If you haven’t read it, I invite you to do so. I want to expand on that thought today. I spoke recently with the leadership team from a property management company about “customer service” and resident retention. One of […]
I hate it when grocery store baggers mix raw meat with other items in a grocery bag! I do. I especially hate it when they place raw meats on foods that are generally eaten raw, or uncooked. All I can think of is leaking raw meat juice dripping on the baby carrots (unbeknownst to anyone) […]
I was honored to be a speaker at this year’s Apartmentalize conference (what used to be known as the National Apartment Association Education Conference) in San Diego. Although I wasn’t speaking until Friday afternoon I decided to head down on Wednesday so that I could meet up with industry friends, attend a huge party (you […]
I am sitting in my hotel room after attending a networking party at Apartmentalize, the National Apartment Association Conference in San Diego. I met several new friends, some of whom worked for companies that are either entering the multifamily space, or are currently in the industry but branching out with new products and services that […]
Apartmentalize, the National Apartment Association Education Conference is in our backyard this year, in San Diego from June 13-16, 2018. If you’re attending please look for me, I’ll be walking around (a lot!) and would love to connect with you and meet you in person. Second, I’d like to encourage you to attend an educational session […]