Another way to make residents more comfortable is to call them about their work order or just stop b...
Great idea to give them a time frame for the offer - thank you for the feedback.

Training Trivia

In which of the following situations should you cease follow-up with a prospective resident?

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904378517 [{"id":"232","title":"After three unsuccessful attempts at reaching them","votes":"6","pct":"20.00","type":"x","order":"1","resources":[]},{"id":"233","title":"When you hear from a competitior that they have leased with them","votes":"2","pct":"6.67","type":"x","order":"2","resources":[]},{"id":"234","title":"When they have told you they are putting off their move for a while","votes":"1","pct":"3.33","type":"x","order":"3","resources":[]},{"id":"235","title":"None of the above","votes":"21","pct":"70.00","type":"x","order":"4","resources":[]}] ["#ff5b00","#4ac0f2","#b80028","#eef66c","#60bb22","#b96a9a","#62c2cc"] sbar 200 200 /polls/vote/86-in-which-of-the-following-situations-should-you-cease-follow-up-with-a-prospective-resident No answer selected. Please try again. Thank you for your vote. Answers Votes ...
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Posted by on in Apartment Marketing
Our company strongly pushes Craigslist posting. Like many other companies, we use an online tool to help us post quickly and easily. But Craig…well, Craig can be a little picky about posts. With dozens of properties all required to post 3 times a day, I hear a lot about what can get you “naughty-listed” on Craigslist and what you can do to avoid it.   What happens when you’re “naughty-listed?” Either you’re doing something that breaks Craig’s rules or they think you’re a spammer. And when Craig thinks you’re a spammer, it’s never good. Soon, everything you post will be over scrutinized. Is that a bad thing? Yes! Imagine taking the time to post three times a day and having them all deleted. I don’t know about you, but I do not have time for that. So I’ve put together seven of what I feel are the most important Craigslist tips.     Always add pictures. Does this really need to be stated? Surprisingly, yes. Many people are looking through the gallery search. If there’s no photo, I can almost guarantee you that you’ll be skipped. Don’t use the same floorplan in a 48-hour period. This one can be a challenge if you only have two types of floorplans or just a couple vacants. You can take out square footage one time, leave it in another and change prices. Do everything you can to make the floorplans different in your ad. Don’t repeat titles. This is a big red flag to...

Posted by on in Apartment Leasing
Don’t have time to read the entire article? ***Click on this link to listen to it now!*** Your Attitude is Showing. Is it welcoming? Your units are spotless. The grounds are practically manicured. Every window, door and breezeway is in good repair. There’s plenty of lighting. The pool is sparkling clean and crystal clear. What else are prospective residents going to see when they visit your property? You! And, if you’re not there personally, they will see your employees. And your staff is a direct reflection of you. This business belongs to you.A recent survey asked residents to rank the things they were looking for in their search for a place to live. The appearance and attitude of the landlord and his or her staff was the most important factor! A potential resident is the person who is going to provide you with monthly income, pay down your mortgage, and let you have all of the appreciation value. Remember this when you deal with them! And, as the saying goes, you get what you ask for. Greet customers with a warm smile and a handshake. Let them know they are welcome. A good attitude will attract good residents, just as someone who is rude or careless will attract a bad residents. Professionalism Speaks Loudly A professional attitude can set the scene for your entire property. A well-trained staff will let prospective residents know immediately what is expected of them. Good residents will appreciate this – bad residents will avoid it! Employees should be...

Posted by on in Miscellaneous
So you need to give a presentation? Here are some tips to make it engaging, entertaining and effective!    As someone who speaks and trains people for a living, I’m often asked if I have any tips and best practices for people who have to give presentations. Here are some tips that I recently shared with a good friend that I’d like to share with you, to help you as you plan, develop and deliver your own presentations!    Tell stories!  This is probably the biggest factor! Once you've isolated the main points of the presentation, try to think of a story either in your life, or from a movie, TV show you watched, something that illustrates that particular point. I use movie references along with personal experiences and it is usually those things that people come up and comment on after a program.    Know the BIG story/theme/premise you want to tell, and then the little stories that help you tell the big story.  For example, in my sales classes the overarching premise I use is that a salesperson needs to have a customer "fall in love" with his/her product or service. Then I walk people through the dating and romance process (which everyone can relate to) and I tell stories about meeting someone for the first time, the first date, getting married, and then tie it into the sales process. The "selling means you need to get your customer to fall in love with you" is the theme that runs...

Posted by on in Property Management
Thinking about the apartment my wife and I lived in right after we were married brings back a broad spectrum of emotions and memories.  Even though it wasn't what you'd call a class A property, we loved it for the simple reason that it was our first home together and a place where many great memories were created.  Between infestations, ceilings that leaked, appliances that didn't work, and an HVAC system with a mind of its own, there was always a new adventure waiting for us around the corner.  Eventually, things did get bad enough that we ended up demanding (and winning) an early release from our contract. As I look back on that experience, I wonder if there was anything the property could have done to retain us.  Given what we were paying (next to nothing) and the age of the building (ancient), should we have really expected anything different?  At work, we handle hundreds of maintenance requests every day and have a unique opportunity to see how apartment communities respond to them all over the country.  Based on these experiences, here are a few ideas for ways we can better serve our residents and, in return, earn their loyalty. 1. Set Clear Expectations Up Front. If your residents have unreasonable expectations about how quickly their maintenance items should be fixed, what constitutes an emergency, or even what falls within the scope of your maintenance team, you are likely to disappoint them. Make sure your residents know what to expect from day one. 2. Provide...

Posted by on in Apartment Leasing
It happens to us all. You had a great conversation with a prospect that led to a great tour path.  The prospect asked lots of great questions and you felt as though you had great rapport.  The only thing that went wrong was that at the end when you asked the prospect to commit to the lease, they responded with the proverbial, “Let us get back to you.” Maybe they needed to look at another couple communities on their list or they wanted to talk with their parents, friends, clergy, etc.  In the end, it doesn’t matter; they simply didn’t commit. Since that time you’ve sent multiple emails, left several voice mails…and nothing. You can’t imagine they’ve signed a lease elsewhere, but their complete lack of responsiveness allows you to make no other conclusion. Your prospect has entered “sales purgatory,” where they won’t say “yes,” but they don’t say “no” either.  There’s probably nothing more frustrating for a salesperson than dealing with such a situation. The most important thing to remember in this situation is that sales stall for a variety of reasons. I am always surprised to learn what caused the stall.  As a salesperson, we can’t help but assume that whatever is happening is directly related to us. Most often that is not the case. Your prospect could have gotten busy at work, be dealing with a family problem or simply lost focus. Recently we were working with a client to discuss our InSite Sales Program and things...

Posted by on in Social Media and Technology
Several years back, it wasn't rare to find tweets in Google search results. Twitter and the search giant had arranged a deal so that Google could get lightning fast results from Twitter's data stream. In turn, Twitter received leads for users who previously didn't use the social platform. That is, however, until 2011, when the deal between the two companies expired. Fast forward four years and it looks like the two companies are rekindling their friendship with a new deal. And this new deal comes with some serious marketing opportunities for property management companies. As Erica Tafavoti pointed out in her coverage of the story for, "If tweets begin appearing in Google searches and you're an active Twitter user, this could be a boost to your search engine optimization (SEO) and lead to more traffic to your Twitter page." In other words, this new development will allow clever marketers to deliver a one-two punch. The first advantage is that high quality tweets will reach an audience outside of Twitter, which allows you to expand your sphere of influence. The second advantage is that Twitter will act as lead generator or funnel to your content, granted you have made all the necessary connections between your account and website. So, how can property management companies make sure they're doing all that they can to embrace this new deal's offerings? First off, sign up for a Twitter account if you haven't already done so. Twitter is both extremely simple and incredibly powerful, and...

Posted by on in Apartment Leasing
Too often, leasing agents just deliver the same “auto pilot” presentation and expect that strategy to work. It doesn’t. People will tune you out because they aren’t engaged and you will lose them. One  remedy is to ask little questions along the way, and pay attention to the feedback. You can begin or end statements with questions like: Wouldn’t you agree? Is that right? Doesn’t that make sense? This simple technique serves to tie a statement down. For example you notice your prospect marveling at your beautiful open kitchen, you could say something like   “this kitchen would be perfect for entertaining, wouldn’t it?” Or, "wouldn’t you agree that this kitchen would be great for entertaining?”   So what exactly are sales tie-downs? They are short phrases that can be added to statements to turn them into questions that get your prospect to start saying yes long before you go for the close. You ask these little questions throughout your presentation to engage your prospect and get them use to saying yes. Psychologically, they will then be more likely to say yes when you ask them to fill out the application today, and you are asking every prospect to fill out their application today, aren’t you?  Aren’t they?  Can’t you?  Isn’t it?  Shouldn’t it?  Won’t they?  These are a few examples of tie downs. You may have even been using them without even knowing it. Unfortunately, I have seen many leasing agents who don’t ask these little tie-down questions and lose their prospects...

Posted by on in Multifamily Training and Career Development
Caution: I’m going to ask you to challenge what you know and hold dear. I’m going to ask you to take a long hard look at yourself and those you work with and make a decision. I’m going to ask you… to throw out your reports. If you just had a heart attack reading that last line, then this post is for you. Let me give you an example of what I’m talking about: I like to lift weights. Anyone who lifts weights will tell you that by tracking your workouts, you will improve your performance. If I am measuring how much weight I lift over time, I’ll see an increase which will help me to continue. Additionally, if I am tracking how many calories and what I’m eating then I might even see an ab or two. The problem that I've noticed within our industry, is that we like to track everything. Imagine that I was tracking not only how much weight I lift but how many people came into the gym, how many machines I wiped down after use, how many songs I listened to on my headphones, the temperature in the gym, and the comparative cleanliness of the gym before and after my workout. If I’m tracking all that, how much time do I spend actually lifting weight? How much do I enjoy my workout? How likely am I to continue? It’s not to say that all reporting is counterproductive (this article does not apply to your financial reporting), but I would...

Posted by on in Property Management
Paper is a drain on resources and the environment, so reducing paper is a great place to start reducing carbon footprint. Yet at properties all over we still see paper being used in a number of places and situations where simple technology can be used instead. For example, many properties have a paper guest log. Sure it might not be using a ton of paper, but why have it at all? Many desks by the front door are already equipped with a computer or tablet. Plus, where are all those logs stored if you have to go back through them in the event of a problem? The same applies to permission to enter forms that residents sign when they want to let people in when they are not home. One building we visited had a binder nearly two inches thick full of active authorizations. These are legal documents that managers need to have access to in the future. Plus, what if something happens to the binder? Another example is the bulletin board. It may not get used frequently, but it displays paper that does not need to be used. There are plenty of electronic means through which the messages on the board can be distributed, and, let’s be honest, get more eyeballs looking at them. Heck, even the bulletin board itself is often made of cork or other tree by-products. The last example we’ll mention (but certainly not the last one on the list) is package notices. To be fair a...

Posted by on in Multifamily Training and Career Development
Meaningful connections. Sounds warm and fuzzy, but do they actually make a difference? I’m here to tell you YES. In fact, I believe they can make you stand out—not just within your company, but also in building relationships with prospective residents. I’ve seen the impact. At our annual sales kickoff recently, we started every meeting with a meaningful connections exercise, which helped break down walls throughout our offices all over the world so we could all form stronger connections with each other. While I was participating in these meaningful connections with my colleagues, I started to wonder how you might create the same with prospective renters. Making the Connection. It can be as simple as starting a meeting or appointment—whether internal or with a prospect—with a thought-provoking question. How about asking a prospect what their worst (or best) rental experience was. Where was their favorite place they’ve ever lived? If they could live anywhere in the world, where would it be? It’s a different, surprisingly effective way to start a conversation, establish a connection with the prospect and separate yourself from the competition, if you remember a few pointers. The right question to ask will... Link back to their need (likely housing) Be personal Get people out of their comfort zone (not be something they’re expecting from a leasing agent) Your goal with such a question is to... Break down the barriers between business and people. Set the stage for you to be a strategic advisor to their needs. Get your...