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 […]
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, […]
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 […]
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 […]
Selling the Hallmark Way Do you have a “guilty pleasure” for the Holiday season? You know, the one thing that you like to do during this time of year that you don’t always admit to the people around you? For me the guilty pleasure is watching Christmas movies. Lots and lots of Christmas movies. In […]
Every time I drive on California’s infamous freeways, I am reminded that my life and well-being is often in the hands of the dude next to me who is shaving, the woman on the other side applying mascara, and the teenager behind me texting her “BFF”, sipping her very hot caramel frappuccino while steering her […]
I admit it…I let my emotions get to me at work one day. I was alone in the office all day, and quite frankly, I was “done!” Have you ever been there? When you cannot handle one more phone call, or request, or someone asking “When is Amazon getting here???” and on and on and […]
As you’ve read here before, my “go-to” airline is Southwest Airlines. I love the atmosphere, the energy, the mood and, yes, dare I say the “luv” (it’s one of their marketing taglines) that their crews show to passengers and amongst each other. After a long day of speaking and then heading to the airport, it’s […]
No one likes dealing with angry residents! When I was the customer care manager for a large property management company in Southern California I dealt with them every day, and I can tell you, it was NOT fun! I can also tell you that it’s not easy … of course, you already knew that. So, […]
Think about the last time that you went out to eat at a “sit-down” restaurant. My guess is the process went something like this-a host/hostess asked how many people were in your party, led you to your table and let you know that your server would be right with you. Then when the server arrived […]