The “busy season” is upon the multifamily housing industry again, which means more move-outs, (hopefully) more move-ins and lots and lots of paperwork, administrative processes and procedures, and just more time spent on more stuff. Since you still have the same amount of time each day to do the more things you have to do, […]
Do you remember the scene from the movie Ferris Bueller’s Day Off when the economics teacher (played by Ben Stein) bores his class to tears with his lecture on the finer points of the the Laffler Curve, “Voodoo Economics” and the Smoot-Hawley Tariff Act? After listening to hundreds of phone calls over my career, I’ve […]
Friends, I have been on a kick lately about asking why we do the things we do and why we don’t do the things we know we should do. For example, take a look at the video below. (Beware, it gets loud, so watch out if you’re watching in an office.) From what I could […]
Let’s face it-the average apartment tour is pretty boring isn’t it? It can feel far more transactional than relational-with the leasing associate asking “check-off box” questions designed to get information (which is good) but not often delivered with any kind of real energy and attempt to connect. I get it. After showing hundreds (maybe even […]
If you’ve been a temporary worker you know the feeling arriving at a community for the first time; there might be some nervousness, not knowing what awaits you on the other side of the office door; there might be excitement because you’re excited for the opportunity; there might be a mixture of both. As a […]
I recently delivered the first keynote address (The Psychology of Customer Service) at the FOCUS Conference 2018 in Los Angeles, which was presented by Satisfacts Research and Apartment Ratings. As I looked out at the audience I was amazed at how many familiar faces I saw, from all around the country! I had people I […]
Did you know that 60% of residents move out for reasons that are directly impacted by the community team? (Satisfacts) That’s right. 60%. So even though many of your vacating residents may be giving you reasons like, “moving out of the city” or “renting a home” or “needed three bedrooms” which seem like reasons you […]
Have you noticed that Cokes just taste DIFFERENT at McDonald’s? (Now for you more health conscious individuals I feel the need to mention that I don’t frequent McDonald’s much any more. Apparently the older I get the more my body tells me, “You can’t eat like a teenager anymore!”) Well, I did some research and it […]
As many of you know from 2005-2006 I was the customer care manager for a large regional property management company in California. My main role was to connect with residents who were not satisfied with their experience with us and try to make them satisfied again. In a year’s time I had about 3,000 contacts with […]
In today’s business world dealing with negative online comments and reviews is a given. This means that you must be prepared for how to effectively handle and deal with negative comments in ways that don’t make the problem worse! I’ve often taught that when you’re responding to a negative comment the REAL audience is not […]