When I first started my leasing career I was not very good on the telephone. Allow me to clarify…I was very polite, helpful, and friendly, but I wasn’t as effective as I later learned I needed to be. So, when the conversation reached the part when I wanted to invite the prospect to make […]
After working in some type of customer service profession for over 25 years and speaking and training thousands of people around the country on the subject for the past four years, I feel confident in saying this…. If you’re not really into helping people, or you know, “serving customers” then you need to “move on […]
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 […]
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 […]
This is my favorite time of year friends! It really is. We have been watching the Hallmark Channel Christmas Movies constantly, we have cinnamon and clove essential oils diffusing in our home and we are looking forward to spending this season with our friends and family! Your prospects and residents may feel the same way […]
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 […]
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 […]
I remember a time when I decided to grab some breakfast at McDonald’s. I ordered my usual “Big Breakfast” which has eggs, sausage, hash browns and an English Muffin. McDonald’s started offering a “Deluxe” version of the Big Breakfast that included pancakes–so I have learned to let them know upon ordering that I wanted the […]
Did you know that surveys have shown that only 40% of apartment prospects complete the leasing process within 30 days? Even though I’m not a math genius, I do know that this means that 60% of your prospects will not complete the process within 30 days! Yet, haven’t you noticed that leasing professionals often focus […]