Brent, thanks for he feedback. I will look into titling. Something I know I don't put much thought...
And to give you feedback on your videos from #30, I personally really like them. I wouldn't get ups...

Training Trivia

Which of the following is a good choice for follow-up?

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196518772 [{"id":"240","title":"Via phone message, \"Apartment 1350 is ready, you should really come by and see it.\"","votes":"4","pct":"13.33","type":"x","order":"1","resources":[]},{"id":"241","title":"Via email, \"We are hosting an open house this weekend if you'd like to come by, we'd love to see you.\"","votes":"3","pct":"10.00","type":"x","order":"2","resources":[]},{"id":"242","title":"Via snail mail, \"Thank you so much for your interest in Grace Hill Gardens. We enjoyed meeting you.\"","votes":"0","pct":"0.00","type":"x","order":"3","resources":[]},{"id":"243","title":"All of the above","votes":"23","pct":"76.67","type":"x","order":"4","resources":[]}] ["#ff5b00","#4ac0f2","#b80028","#eef66c","#60bb22","#b96a9a","#62c2cc"] sbar 200 200 /polls/vote/88-which-of-the-following-is-a-good-choice-for-follow-up No answer selected. Please try again. Thank you for your vote. Answers Votes ...
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Posted by on in Apartment Leasing
As we’ve shared before, the first two minutes of your interaction with a prospect can determine if you win or lose the sale. Given the brief amount of time, it’s important that you have a clear process to start strong. Here are five rules we recommend you follow to ensure your conversations start strong, and stay that way throughout the process. 1. Best Friends Conversation As we shared in our post about the first two minutes, the first (and most important) rule is that your goal shouldn’t be to make a sale. Instead, it should be to have a “best friends conversation.” Think about it, if an old friend just walked in knowing that you have expertise about apartments and asks you, “Where should I live,” you wouldn’t jump right into features and benefits. You’d catch up with them, learn what’s important, and advise them on what they should do. If there was a match and it meant moving into your community that would be great, but if your community weren’t a match that would be fine too. Prospects can sense your intent. If you’re not aligned with them, they’ll feel it. They may not be able to put words to the feeling, but it will have a material negative impact on the rest of the process. 2. Assume Positive Outcomes Whenever I meet with someone I always assume that I can help them. I assume that they’ll value my opinion and that things will go positively. This assumption creates...

Posted by on in Resident Retention
The 141st Kentucky Derby – known as “the most exciting two minutes in sports” –  will be held on May 1-2 this year. But you don’t have to make a trip to Churchill Downs to celebrate. Instead, let your residents celebrate closer to home with a Derby-themed event at your apartment community. Read on for some tips to make your Derby party one your residents will be talking about for weeks to come.  Serve Southern Treats What’s a party without the food? Serve traditional southern favorites like ham and biscuits and pecan pie. Or, order cookies from a local bakery shaped like horseshoes or Derby hats. And don’t forget the mint juleps and sweet tea! Source: Pinterest Dress the Part Folks come to the Kentucky Derby dressed to the nines. Encourage your residents to don their Derby best. That means seersucker suits or bright pants and shirts for the guys, and dresses and flashy hats for the ladies. If enough people dress up, consider holding a contest for the best outfit. Dress Up Your Community Room Spruce up your community room with Derby-themed decorations like roses and horseshoes. Pinterest is a great place to get some fun, Derby-themed decorating ideas.    Source: Pinterest Rent a Big Screen TV If you don’t have a big screen TV in your community room, rent one. That way, your residents can watch the main event. Take Photos Snap some photos and post on your social media channels. Your residents will love seeing photos of themselves on Facebook, Twitter and Instagram. Plus,...

Posted by on in Resident Retention
I love apartment shopping, even if I’m not in the market for a new apartment. I will spend hours on end searching the web for beautiful complexes that are popping up in places like San Francisco, New York City, Miami—basically any city you can think of that requires you to spend at least $5K or more for a one bedroom apartment. But here’s the kick: at the end of the day, most people are not looking to strap on a couple extra grand a month for an ornate living room. They are looking for the little conveniences that make life easier. They are looking for a community that makes them feel as though they are living a life of luxury. As an apartment community, you can provide these conveniences through your services. You don’t have to be the newest kid on the block, you just need to be the smartest. Here’s how you can do just that: Paperless Payments- Paying your rent can be the easiest or biggest hassle of your residents’ week. If you want to make things easy for both your residents and your staff, offer a payment portal for people to pay their rent online. If you want to take it to the next level, go completely paperless. Your leasing office literally can’t lose anything because it is all online - just make sure you are using a software provider that offers industry grade encryption to protect your data. And the cherry on top - your leasing office will look pretty...

Posted by on in Apartment Leasing
Some of the most in-demand and fast-selling products and services have big weaknesses, but those weaknesses aren’t getting in the way of making a sale. It’s not that the disadvantage isn’t serious enough to stop buyers, but that the person selling knows how to sell it, even while remaining completely honest.  Some apartments have major downfalls, especially when the maintenance budget is low, or when the old owners simply weren’t doing their jobs. Even with the greatest properties the prospect could have some objections that appear impossible to overcome, such as a location issues, lease terms that they find unattractive and more. In any event, providing people with an apartment is a service. That means you’re actually in the business of customer service.  A business that is keen in providing great customer service is a profitable one, but morality and ethics are the foundations of great service. Doesn’t that mean you’re better off clinging tightly to honesty than leasing on lies?  Learn to Love Objections You should come to love objections because they are doorways through which you can be persuasive and build a relationship with your potential residents. If you learn to perceive objections as opportunities instead of obstacles, then it’ll be all the easier for you to overcome them.  Learn to Listen to Your Prospects When communicating with a prospect in the hopes of getting them to sign, some people just can’t stop talking. They seem to think that the more and the faster they talk the more likely...

Posted by on in Property Management
encourageMy Area Manager, my leader, sent this to all of her managers the other day. While our community is struggling a bit, everyone else is also dealing with their own challenges, in their own way, on their individual communities. She stated in her email that her son started testing in the 3rd grade and the teacher had sent home a poem for encouragement. She wanted to share it with us. And, now, I want to share it with you. In the world of property management, we all struggle from time to time. We face challenges unbeknownst to those who just don’t get it. While it can be a very hard job, it is one of the most rewarding careers. This is for all my property management friends: “It’s All In A State Of Mind” If you think you are beaten, you are, If you think you dare not, you don’t, If you like to win, but you think you can’t, It’s almost a “cinch” you won’t. If you think you’ll lose, you’ve lost, For out in the world you find Success begins with a fellow’s will; It’s all in the state of mind. Full many a race is lost Ere ever a step is run; And many a coward fails Ere ever his work’s begun. Think big and your deeds will grow, Think small and you’ll fall behind, Think that you can and you will; It’s all in the state of mind. If you think you’re outclassed, you are, You’ve got...

Posted by on in Property Management
Managing a multifamily housing community can be difficult enough on its own. Add in the time it takes to handle a full drop box during rent week and you can all but kiss your sanity goodbye! Processing stacks upon stacks of paper checks and money orders might just be the most mind numbing part of property management. That doesn’t mean you can just tune out while you do it, though; it just takes 2 transposed numbers to force you to redo an entire afternoon’s worth of payments. But what can you do? Paper rent payments are as much a part of multifamily housing as lease agreements and renters insurance, right? Not necessarily. Renters are looking for online payment options in increasing numbers, and the trend doesn’t appear to be stopping anytime soon. In fact, an NMHC study from last year found that 76% of renters prefer to pay their rent online. Residents prefer online payments for obvious reasons – they are more convenient, rent can be paid from anywhere with an internet connection, and it saves them a trip to the leasing office. The benefits to property management, while sometimes less obvious, can have an incredible impact on the workload during rent week. Quite simply, every online payment you receive saves you or your staff time. The higher your adoption of online payments, the more time you have to focus on the thing what really matters in multifamily housing: Resident retention. Rather than locking yourself in your office and scanning checks all day,...

Posted by on in Apartment Marketing
mobile-apartment-websites-google-penalty If you're one of those communities that has been putting off building mobile apartment websites for your communities, we have some bad news: Google isn't happy with you. According to a post at Search Engine Land, Google is now sending out warnings to webmasters whose sites are not mobile friendly. You can see a copy of the email and read Search Engine Land's take on it here. What will this mean for apartment marketers? Well, in their wonderfully euphemistic way Google has said that sites that are not mobile friendly will be "ranked appropiately." (Read: "If your site isn't mobile friendly, kiss your mobile organic search traffic goodbye.") This is a huge deal because you can't afford to disappear from the Google search engine result pages on mobile devices. What does Google mean by "mobile friendly"? Google has spelled out their mobile criteria in this post. Here are the four main points they emphasize when assessing a site: Avoids software that is not common on mobile devices, like Flash Uses text that is readable without zooming Sizes content to the screen so users don't have to scroll horizontally or zoom Places links far enough apart so that the correct one can be easily tapped To illustrate what each of these points means, we've included screen captures with the post of websites that fail each of these tests. Sites Using Software that is not Mobile Friendly First, let's look at a site that is using Flash: In this case, the whole...

Posted by on in Property Management
internet-dating-celebs12So you read the title and you’re like, “Whaaaat?!?!” Here’s the thing, my best friend and I are both in property management. We are also both in the dating scene as single mothers. Well, recently, me, more so than her, as she has a steady fella. Anyhow, we are both privy to the world of dating. And you’re currently thinking to yourself, “Ok Britt, just get to the point what this has to do with property management already.” While talking today over lunch about internet leads and just the entire realm of ILS (Internet Listing Services) in property management and bad responses vs good responses, we both thought the exact same thing at the exact same moment. How do you respond to an internet lead well??? You treat it like online dating! Here’s the thing, it’s the 21st century. Not only are people dating online before even getting to a “real” date, they’re also shopping for apartments online before coming out to your community! You start internet dating by putting up your profile, writing some really great information about yourself, that while is very fluffy, is also genuinely true. Then you move on to the photos. You scroll through your phone’s camera roll, attempt to find the best selfies you’ve taken recently, try to find some photos of you that are not selfies (do those exist anymore??) and then voila’….you have just created your internet dating profile? Guess what? All of our ILS’ do this for our communities. Our reps come out...

Posted by on in Apartment Investment
In my last blog post, I walked through the four main stages of applying to the U.S. Department of Housing and Urban Development’s multifamily refinancing and acquisition loan insurance programs, with an eye toward helping prospective borrowers understand what goes into the process and what will be expected of them. Now, our attention turns to issues that may arise during each stage. These issues – which range from mere speed bumps to dead ends – are important to know as many of them can be avoided or mitigated before the application is even submitted. Borrowers  and lenders who ignore these common pitfalls do so at their own peril – counting on agency reviewers to miss or downplay them is a sure-fire way to add delays to the process and could even derail your transaction. Concept Meeting Stage: When submitting a concept meeting package to HUD, there are several kinds of issues I tend to ask about, in addition to getting the information I need to create a brief summary of the transaction, the deal team and the project’s history. These issues typically involve potential risks to the deal and can include: any environmental issues such lead paint, flood zones, noise issues from an adjacent rail line or major highway, unusual financing arrangements or proposed renovation costs that may exceed HUD’s programmatic limits. Oftentimes, the HUD office will send out a team to see the property after the concept meeting and prior to their final decision to invite or deny an application invitation....

Posted by on in Apartment Leasing
There are many variables that go into rapport building and we all can attest that maintaining rapport is a vital aspect in successful leasing presentations. Recently, one of my leasing agents was asking me about NLP, an acronym they had just become familiar with and how it could relate to leasing.  I am quite the advocate in KISS (Keep It Simple Sunshine) so I  am going to share with you, as I did with my agent what I perceive as some of very basic foundations of the art of rapport building as it relates to NLP aka: Neuro-Linguistic Programming. There are many articles, books, and online classes relating to this field (google it!) and I encourage anyone that sparks and interest to go for it. Learning is growing!! The foundation of Neuro Linguistic Programming is that people tend to interpret, think and communicate in either a Visual, Auditory or Kinesthetic way. Nobody is just one 100% of the time, but most people will tend to lean towards one or the other. They key is to listen so you can pick up on what type of person you are communicating with and use these skills to strengthen your relationship. One of the fundamental principles of NLP is that ‘people like people who are like themselves’, and adjusting your speaking patterns to be more like the person you are communicating with is so important in developing and maintaining rapport during a presentation. The “K.I.S.S. of N.L.P.” Breakdown: Visual people will think and speak in...