Have you heard the phrase “The Customer is Always Right”? Of course you have! We all have. Can I let you in on a secret … this phrase drives me crazy. The first reason why it drives me crazy is probably the more obvious one; sometimes customers are not right, but they use the belief […]
I’m writing this while sitting in seat 11D on an airline flight to Chicago. We just finished the beverage and snack service and the flight attendants have come through the cabin to pick up any service items we’d like to discard. As you can imagine this part of the in-flight service is NOT particularly sexy, […]
Hello my friend! So, you’re a new temporary associate are you? If you’re new to the multifamily housing industry-welcome! My name is Rommel Anacan and I have been affiliated with the property management industry since 2004. Throughout my multifamily career I’ve worked at both the community (on-site) and corporate levels. Today I work with companies […]
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 […]
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 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 […]
Years ago when I was a community manager I had a season of time when I relied heavily on temporary associates to maintain the staffing requirements of my office. There were many times when my “temps” made my job easier and I was so glad that they were helping me. There were also many times […]