Anne Sadovsky's Blog

Have you ever felt powerless?  It shows up when you find life uncontrollable.  More often it shows up when you expected a certain outcome to an event, a relationship, a job; anything that doesn’t turn out as you wanted.  So we forget that we have power, or we have given up on it.   Trust me, it is still within you. To me, what is important is about power is how you use it!  For example we all have power over someone else…often over many others.  You have the power to make someone feel as tall and solid as a mountain; and you have the power to make someone feel insignificant, as tiny and unimportant as a tiny ant.

What is important is that you stay aware and channel your power for good; use it to make everyone you encounter be happier, smarter, braver, grander!  Use your power to do a great job at your job; your career.  Use it to give yourself a raise…by being the best, to make smart decisions.  Use it to influence others in a positive way, to make a difference in their lives and in the success of your company, to insure that your customers get what they really want and need.  Use it to raise children to love themselves.

You HAVE power…it is up to you how you use it.  From this day forward just think of yourself as Superman or Wonder Woman…I want to watch you leap over a tall building, I want to watch you fly!

We are continually told to be friendly, greet warmly, even to rise when a prospective renter walks in the door.  However I often hear that is isn't comfortable for many of the on site professionals to offer a handshake.  I hear how it is a fair housing issue to shake hands with one and not another, and that it is embarrassing if you offer your hand and they don't. 

Human touch is so important, and it is missing from many peoples lives.  Add the fact that the Traditionalist and Boomer generations were taught that shaking hands was the courteous thing to do,  then perhaps you will see the value.  So, the issues:  Offer your hand to everyone...if they decline that's okay...just smile and use your extended hand to offer them a seat.  Not a Fair Housing issue if your tried.  Don't let the 10% who don't shake hands keep you from offering it to the 90% who would find it professional and courteous.  

The real issue is that we don't know HOW to shake hands...men  offer the tips of their fingers to women, like they would wound us with a hand shake...women do the same thing with other women...the wet wash cloth, dead fish, warm lettuce end of finger thing.  The objective is not to squeeze and pump!  Look at your hand...see the little web between your thumb and pointer finger?  Just reach in deep and put your webs together.  Take a gentle yet firm grasp, one or two up and down movements and let go!  Practice...and then impress people you meet anywhere with a proper handshake.  If it embarrasses you, get over it and practice some more!  Take the lead and be the professional you are meant to be.

American and other airlines have announced additional charges to passengers AGAIN!  Not only charges to check bags, pay for food on board,  now it is $8. for a blanket and pillow.  Next it will bring your own roll of toilet paper or pay per sheet.  My husband and I both travel a lot and discussed how smart it would be to just raise the ticket price $8 and not aggravate the snot out of travelers!!!The first thing I thought of when I heard the announcement is this; "How Petty!" We in the apartment industry do the same thing.  $25 for covered parking, $20 for a view, $15 for a fireplace, $50 for mirrored wall...it goes on and on.  Perhaps next is $5 for a toilet.  Before you start beating up on me, I know that additional income is very important today however I advocate doing this a different way.  Why not quote the price of the apartment with all the bells and whistles included and ask "does this work for you?" If the response is along the lines of 'too expensive' then offer to show them the same floor plan without the view, or fireplace or garage, or mirrors.  We add to the misery at renewal time...more rent for less than 12 month lease, passing on an increase that brings them above what new renters are paying.  Additional fees in small amounts do nothing but tick of the consumer.  When you are 100% at optimum rents, fire away!  But today, not a good idea!

Let's use 2010 as a time for introspection and our personal role in making our company / community a success.  When all the technology is in place, all the systems are updated, and you have lots of bells and whistles...guess what counts the most?  Our people skills! 68% of customers say they quit spending money with any given business because of the way they are treated by people in the office / at the front desk or counter!  I have been harping on this for 10 years...should I give up?  That will happen when I see our industry truly practicing superb people skills.

So for the new year, let's all take a look at how we treat others...are we compassionate, do we have empathy for them when there is a problem, do we speak kindly with a goal of retaining our customers?  It really does make a difference in occupancy, reputation, referrals and bottom line .  Plus you will like yourself better.

Let's promise ourselves to study, think and practice the skill of people management...and to never be part of the problem...but a big part of the solution.  Happy New Year. 

It is so fun reading the blogs from all the pros, and I am excited to add my two cents worth.  My speciality is, and always has been developing people skills.  It is so great to learn all the ways to get traffic in the door, and to track it accurately...especially loved Toni's pointers.   I stand my ground on this; too many front desk team members, those who answer the phone when all the technology makes it ring, who converse via email with our customers, just haven't been taught, or don't practice good people skills.  Making people like you, quickly, upfront is the answer.  For at least 30 years I have preaching this sermon...and still the customer is treated with nonchalance, or "we are too busy" or some other perceived indifference.  Studies indicate that 68% of our customers "go away, don't buy, don't renew,"  because of the way they are treated by the person they dealt with.  I am sometimes asked why I keep hammering on this....BECAUSE we still aren't doing it!!! So, I'm BAAAACCCKK!!  And I will keep talking about it until common courtesy and interest in the customer becomes the norm.  We spend hundreds of thousands of dollars on the technology, we track traffic, we count leases, we get frustrated with low occupancy, not to menton poor NOI...only to neglect, even disrespect, the current resident who is a pain in our rear.  This person pays their rent, and on time, but we just get sick of the complaints, the attitude...forgetting that this customer is our paycheck, just like the easy ones.  Then someone new walks in the door, or emails, or calls...and our behaviors have become such a habit we forget to be nice to them.  Just think on these things...people like us quickly based on:  1.  How we look and how we move...smiling, groomed, energetic would be nice! 2. What we say and how we say it...have product and area and industry knowledge...know the legal documents and be able to pleasantly explain them...communicate with excitement and interest in them 3. They like you based on how they feel in your presence...do they feel important, special, cared for?  Do they feel that you have time for them?  Simple common sense...your Mama probably told you "You catch more flies with honey than with vinegar!