Guest (Fremont Plumbing)
Once a plumbing problem occur we need to check it immediately through professional. We can also try ...
I agree it's a two way street. IT should never take their reason for existence for granted. Ever. Th...

Training Trivia

Which of the following is an assumptive pre-close?

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854516263 [{"id":"210","title":"Do you want to leave your deposit today?","votes":"4","pct":"8.00","type":"x","order":"1","resources":[]},{"id":"211","title":"So which date works best for your move in, the 23rd or 24th? ","votes":"44","pct":"88.00","type":"x","order":"2","resources":[]},{"id":"212","title":"Can we get you to fill out this application while you're here?","votes":"1","pct":"2.00","type":"x","order":"3","resources":[]},{"id":"213","title":"Where do you currently live?","votes":"1","pct":"2.00","type":"x","order":"4","resources":[]}] ["#ff5b00","#4ac0f2","#b80028","#eef66c","#60bb22","#b96a9a","#62c2cc"] sbar 200 200 /polls/vote/78-which-of-the-following-is-an-assumptive-pre-close No answer selected. Please try again. Thank you for your vote. Answers Votes ...
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Posted by on in Multifamily Training and Career Development
All of you have experienced it at one time or another. You've sat in a training and watched magic happen right before your eyes. You've felt engaged, involved, and motivated to learn. The time sped by and when you were finished you couldn’t wait to “go and do.” Contrast that to what we usually sit through; a dry and boring monologue or demo that made you go to your happy place just to make it through. So what makes the difference between the two? Some say it is knowledge of the information, others would say it is all about delivery. I would say it comes down to neither of those. What makes the difference is the passion the trainer feels about helping you be better. When a trainer is truly passionate about helping you, you want to learn. When you know they care you become vested in your own learning because you wouldn’t want to let them down. They help you feel unafraid to explore the unknown because you know you have a friend right next to you that wants you to succeed. As great as all this sounds, how do we encourage our trainers to be passionate? It starts with encouraging them to care about those they will train. They need to understand what issues they have, why they need what you are training about, and how they can affect their lives for good. Seem altruistic? Maybe so, but I don’t think you ever find a great trainer that doesn’t carry some kind of passion for...

Posted by on in Apartment Leasing
It seems like surveys are everywhere these days and after virtually every interaction customers are offered an opportunity to comment on their experience.  Some organizations are so interested in getting feedback that they even offer money or gifts for customers’ valuable words of advice.  But after the feedback is received, what do organizations do with it?  And, how do they use the feedback in a strategic way to help shape their processes and the behaviors of their associates?   We know that feedback is one part of the equation, but what an organization does with the feedback and how they equip their associates to deliver on the expectations of the customer is what truly differentiates them from the competition.  Companies who listen to their customers and respond to their feedback have a clear advantage over those who either don’t ask or ask but don’t respond.  But truly world-class organizations diminish customer service problems and reduce the impact of those that happen through three simple tactics: They empower their associates – organizations that understand their customer’s expectations and communicate those expectations to the associates who serve them have a clear advantage.  When associates understand customer’s expectations, and are empowered to fix a problem ‘in the moment’ they demonstrate confidence in the company and their brand. They define a specific recovery process – no matter how well an organization plans for enjoyable customer experiences sometimes things happen. Equipping teams with solutions for what to do when the unexpected occurs gives them confidence...

Posted by on in Social Media and Technology
With all of the recent advancements in the way we access and manage every aspect of our lives–whether its managing our relationships with the world or managing our multifamily portfolio–it’s about time we start looking at the way we manage our properties and interact with our tenants. One way we’re making use of all this technology is through mobile apps. One such mobile app simplifying multifamily management and enhancing tenant experience is the Mobile Doorman. While other apps on the market focus on property managers’ concerns, the idea of allowing tenants to interact with both management and the property itself has begun to spark new innovations. With these apps, renters are gaining control over granting visitor access to the property, mobile reminders when packages are delivered, and the ability to report/track maintenance requests. The Mobile Doorman app acts like a traditional doorman would, acting as the property’s liaison. Instead of having to set up access for each new guest or relying on an employee to contact a tenant when a package arrives, the app cuts out the middle man and lets the tenant manage with ease. According to the app’s founders, the idea is to make it easier for renters to manage their own residential needs by granting them access and control right from their smart phones. The ability for a tenant to submit an after-hours service order for a jammed garbage disposal is only the beginning. That same tenant could go to work the next day and get a text notification once...

Posted by on in Property Management
The tragic event resulting in the death of a real estate broker in Arkansas should serve as a safety reminder to all who show property.  There are 2 basic types of crime that agents and property managers may be the victim of:  premeditated ( carefully thought out and planned) and crimes of opportunity ( the opportunity presents itself and the criminal takes it)  Why would any one want to plan an act of violence against a member of the real estate profession?  Who knows?  Revenge may be one.  In the criminal's sick mind an agent or manager denied him/her the home they really wanted and they want to seek revenge, either against that agent/manager or any one is the profession.  Perhaps a love gone wrong and the other person was a property manager or agent or simply the act of a sick or demented mind.  There are some things that you can do to protect yourself: If the prospect wants to see the property after hours (when it is dark) or if the property is in a rural location, take a co-worker, friend, or family member with you.  It is best to always show property in pairs but that is not always possible. Plan a safety meeting with everyone in your office.  Invite a self defense expert to demonstrate some defensive moves you can use, including the use of pepper spray and mace.   Interview the prospective client, get as much information as you can.  For example, the name, a year...

Posted by on in Miscellaneous
Last week marked the official start of autumn, which means that cold and flu season will be here before we know it. Stay healthy in the leasing office this fall with these five tips. 1. Wash Your HandsAccording to the CDC, keeping your hands clean is one of the best ways to help prevent the spread of cold and flu germs and stay healthy. Be sure to lather up with soap and warm water for at least 20 seconds several times a day, especially after using the restroom, before eating, and after coughing or sneezing. Keep a bottle of waterless, alcohol-based hand sanitizer at your desk to use when you don’t have easy access to soap and water. 2. Adopt Healthy HabitsAdopting (or maintaining) healthy habits can prepare your immune system to better fight infections. Be sure to exercise regularly, eat healthy and get enough sleep. Plus, remember that stress can make you more susceptible to illness, so do your best to keep it in check. 3. Wipe down Your DeskKeep a container of disinfecting wipes handy and wipe down your desk, computer area and phone at the end of each day. Encourage everyone in your office to do the same. It’s also a good idea to regularly wipe down printers, door knobs and anything else that is frequently handled. 4. Keep Your DistanceGerms travel in coughs and sneezes, so if one of your coworkers is sick, be sure to keep your distance from him or her. 5. Call in SickIt’s no fun being...

Posted by on in Property Management
I am planning an 8 hour flight to Europe.  As many of you know I have a 3-year old, who is awesome, but she is still a 3-year old, so the planning that has to happen before we embark on this adventure which is truly a 16 hour flight (round trip) is extensive.  I also have an amazing supportive partner who is not a fan of flying so add to my drama (I digress).  So in planning for this adventure I have loaded up on sleep pillows, compact games and books for the little one and a eye mask - which leads me to this posting.  I ordered the eye mask (along with a few other goodies), and sat and waited for the much anticipated, "we've shipped your order' email that Amazon suppliers provide.  So, 2 days after the order placement it arrives and how surprised and excited I was to get a little bit of sugar with my order!  Below is the email: Your Sleep Mask order has just been shipped as you asked.   I think you will love it. When you receive it, please pay attention to the instructions for use.  It works by far the best if you flip the nose flap inwards and upwards. We provide a full satisfaction guarantee.  If you have any concerns with delivery or with the Sleep Mask itself after you get it, please let me know, and I will ensure it gets handled. I have attached a bonus eBook - Sleep Naturally...

Posted by on in Apartment Marketing
Last weekend I spent a day in the saddle helping my brother round up a small herd of cattle from their summer pasture (it wouldn’t be an Andrew Packer blog post without some reference to being a hick). We were in the high mountain valleys on the border of Wyoming and Idaho. At the upper reaches of the pasture where we pushed the cattle, the Aspen leaves had already shifted color, moving from the perfect green of summer to a vivid red or a bright golden hue. It was startling to see that fall had already claimed the high country around Jackson Hole. For those of you unfamiliar with the mountains, change comes early and often there, a beautiful summer day can disappear into a rolling thunderstorm in a matter of minutes, and just as quickly the sun and the heat can push the thunderstorm out. You can shiver in your sleeping bag at night, waking with frost in your hair, only to be sunburned and sweating by ten in the morning. The only constant in the mountains, besides the stones of the hills themselves, is change. Commerce today is in a similar state of flux; change is omnipresent, with the metamorphosis of technology and best practices moving forward at breakneck speed. The march of progress is leaving companies who are unwilling or incapable of keeping pace languishing in the past. These companies are left with little alternative but to adapt or wither away. The property management industry has been notoriously...

Posted by on in Property Management
imageThe completion of a move in inspection is a document with serious legal ramifications. Without a complete and executed move in inspection, management has no documentation to show the condition of the apartment at the time of move in.  An executed document shows the resident accepted the condition of the apartment with whatever notated findings. There are several methods to insure return of the move in inspection. The move in inspection is completed with the resident by management immediately following the lease signing.  Both parties sign off and the document is complete. Companies that allow a longer period of time might retain the mailbox key requiring return of the move in inspection before the mailbox key is issued to the resident. Scheduling a follow up visit to insure completion of any additional repairs can create positive customer service.  The resident should be able to anticipate a response from the management company for any items documented on the move in inspection. Are the items reflective of wear and tear from the previous resident or are there repair items to be completed? Including maintenance team members in the move in process for the inspection and orientation can provide a number of benefits. The maintenance team receives first hand feedback on the condition of the apartment home-preferably positive, but in the instances that a resident points out a repair or cleaning item that was overlooked, the experience will create an impression that will insure the item is not likely to be overlooked in the...

Posted by on in Property Management
NAA Exposition 2014 This industry is the best one ever, filled with great people who love to share with others the great things they are doing. If you stepped outside of this industry and talked to others, those other industries would probably all say the same things about themselves. Heh. Still, we know that we’re the cool kids who steal the other industries’ lunch money. Plus, we’re much better looking as a group. All the types of people in this industry ARE awesome. There’s the leasing agent who answers the phone, grills prospects on their needs, and generally looks amazing while collecting commissions. Leasing managers of all types are awesome too. Renting, delegating, being in charge of resident complaints, and sitting behind desks or iPads. Their responsibilities are many and they always look so good doing it. Their suits are crisp and pressed and their perfume smells great. Don’t forget incredibly smart. It’s a women dominated world. Maintenance people do things I don’t even understand. While watching maintenance mania at NAA, I sat in stunned silence at what they were doing. The majority of the things looked complicated. They were experts with switching out ball cocks and flicking switches and wiring harnesses. They hustled, broke a sweat, installed ice makers, and ran around with their arms in the air. At first I was in awe of it, then got confused, then fell asleep. The awesome-ness factor in my mind is due to the mystery of it all. My wife calls me the unhandy man of the...

Posted by on in Property Management
As with any professional business, everything revolves around the aspect of the money. Before anyone can make or manage the money, you have to figure out how to spend it. Whether we like it or not, budgets are a key component of good management practices at your properties. Most multifamily professionals feel that the main responsibility of their company is catering to residents. True, but we need to remember that it still IS, in fact, a business. And we need to have a solid roadmap to accomplish our business goals. Making a profit should be foremost in our minds…daily. It’s that delicate balance of dealing with two sides of the equation: the “human side” and the “financial side”, both paramount in the success of your performance. Every decision has a price tag attached to it: if it’s a $5.00 decision…make it! But if it is a $5,000.00 decision …better get some council and do your homework! It all comes down to your ability to make a profit without jeopardizing the integrity of the operation. Yet at the same time, you have to maintain a good reputation for residents and prospective residents. With that in mind, here are some words of wisdom before you embark on your budgeting journey. Control the Controllables! Prepare yourself for the budgeting process mentally, emotionally, and physically. Set aside specific times when you devote yourself to working on the budget. If you can, delegate some of the tasks to your staff. And help yourself be on...