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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1515983758 [{"id":"240","title":"Via phone message, \"Apartment 1350 is ready, you should really come by and see it.\"","votes":"1","pct":"10.00","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":"2","pct":"20.00","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":"7","pct":"70.00","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 Marketing
What is your plan for capturing the interest of your target market? Do you have a multifaceted strategy, or are you merely relying on the tried-and-true approach of curb appeal and word of mouth? While the latter methods may work, they don’t scrape the surface of available marketing tactics. And, in limiting yourself, you’re likely missing out on some great tenant prospects. What you need is a comprehensive lead generation strategy. Marketo, a leader in digital marketing software and solutions, defines lead generation as “the marketing process of stimulating and capturing interest in a product or service for the purpose of developing sales pipeline.” Creating a strategy, therefore, means identifying the right mix of marketing tactics to reach, attract, and convert the target audience; in this case, prospective tenants. Here, we look at the 5 components every lead generation strategy needs to be effective and successful. Know who you are marketing to. Before you can ever build a successful strategy, you must know who you are trying to reach. What are the population demographics of your community? What are the demographics of your current tenants? Once you know who you are most likely going to appeal to, you are better positioned to choose marketing tactics that will reach them. Identify what you are marketing. Now you know who you are marketing to, you should also know which features and amenities of the property they like best and make a list. These are the points you will try to include in...

Posted by on in Resident Retention
Whether you’re a brand new landlord or someone who’s been renting homes and apartments for years, there’s one thing you must know about, and that’s tenant screening. Research shows that only 44 percent of DIY landlords conduct sex offender checks, and only 51 percent conduct criminal background checks and contact past landlords for rental history and identity verification. Tenant screening gives you valuable information that can help you carefully consider possible tenants. Here’s a look at why tenant screening is an important part of the rental process and how to find the right screening company to work with you: The Value of Tenant Screening Tenant screening basically works like this: landlords use a screening service to find information about a prospective renter that indicates how likely the person is or isn’t to fulfill lease terms. Tenant screening reports will typically show information like credit history, eviction records, whether or not the individual has a criminal record, whether or not the individual is a registered sex offender, employment verifications and rental references. By consulting this information about a potential renter before agreeing to a lease, a landlord gains several benefits: 1.     Accurate Information. Any landlord can ask potential renters to provide information on previous addresses, employment history, references, etc., but how do you know if that provided information is true? “Be prepared for a lot of denials … because many landlords don’t wish to take on the liability of a troubled tenant,” says Gigi Starr of the San Francisco Gate. Since renters...

Posted by on in Apartment Leasing
Picture this; You are a leasing agent. You are dedicated to your company, you love your team and you are excited to come into your “second home” everyday. Your office is sometimes hectic and occasionally so slow you can hear the crickets chirping. But you love it, every minute of it, except for those rare occasions where you question your sanity and that of the Property Management business as a whole.  One day, the mail carrier arrives like he does every other day laden with bills and packages. Except for today. Today is a special day. Today he has mail for you, oh dedicated leasing agent. “What is this?” You exclaim to yourself. “A letter for me? That NEVER happens.” But today it has. Today is a special day. You excitedly tear open the envelope and the contents bring joyous tears to your eyes.  It’s a HAPPY GRAM! A beautiful hand written card with the inscription inside reading: Dear Leasing Agent, Great Job on the awesome leases this week. Three in one day! WOW! We are proud to have you as part of our team and revel in your successes!  Enclosed please find this Starbucks gift card as a token of our appreciation!       Go Team !!!! You stare proudly at the card and its contents. Your smile is wider, your eyes are brighter, you cannot wait to tell your team of your fortune.  Your love and commitment to your team is strong, and with this one small gesture you’re certain that...

Posted by on in Apartment Leasing
Exceed your resident's expectations and your promises on their move in day!  When the time comes to move in your residents, don’t just live up to what you promised, exceed it.  This does not have to involve a lot of extra work, energy and financial burdens on your part.  Simple things like baking a batch of cookies and brewing some coffee as a surprise mid-afternoon snack or personally delivering a pizza and drinks to their apartment can go a long way toward exceeding expectations.  Other than that, if you just treat your residents as you would want to be treated if you were in their shoes you will do fine. Additionally, when your new residents arrive to move in, make sure that you and your staff introduce yourselves again. Mention the staff members that are not present and explain everyone's roll in making their move in flawless, their stay memorable and the community the greatest.  Don't forget to give them a quick run down of the amenities , and let them know how to get in touch with you if they need you.  If your community provides additional services like exercise classes, resident events, trash service, area discounts and cleaning, make a quick reference to these services and tell them they can learn more about them in their move in package (you should always have move in packages that feature this information.).  Moving is ranked as one of the top three most stressful times in a person's life. Your job is...

Posted by on in Apartment Leasing
Assessing real performance in multifamily sales is an incredibly hard pursuit. In my post last week, I shared how selling in the apartment world is different from just about any other sales process. One of the chief differences is the inability to use typical sales effectiveness metrics when assessing performance. Over the last year, as I’ve been sharing our findings and experience about the sales process with hundreds of operators, one of the most common questions/concerns I get is about assessing their leasing team. While there are certainly some key metrics you can use to assess performance, the nature of multifamily sales requires more holistic metrics. As the saying goes, “What gets measured gets done.” Therefore, it’s important that you select metrics that cause success. Given the structural demand of our industry, short-term (and even mid-term) performance is driven more by external factors than by anything happening with your organization. When selecting your metrics, you want to be able to assess the combination of the system and process you provide, as well as the contribution of the individual. Here are the five we recommend everyone track: 1. Time to full production Turnover is a fact of life in the multifamily industry, and especially as it relates to the sales side. Sales in general has higher turnover rates than other jobs, and the very nature of a job on site means there will be turnover. While there are certainly things you can do to reduce turnover, you’re not going to eliminate...

Posted by on in Construction and Development
One question I have to ask on a daily basis when recruiting in real estate development and construction management is “what are you presently making on a base salary and what is your potential bonus structure?” I’d say about 75% of candidates answer this question honestly with maybe a fib margin of about 2%. Then there are the “Ball-Parkers” who like to use broad round numbers  that add some padding to their bottom line in a bit more noticeable way but nothing server, that population is probably around 15%. The last 10% are the worst. Those that really don’t want to tell you want they’re making. “What will the offer be” is what they ask during my initial phone review. “Well, at this point ZERO” is my reply. I go on to explain the necessity of being forthright when providing one’s compensation.  I also have to remind them that just because you’re making “X” doesn’t mean you have to settle for “X + some % bump”. You are still in control of your own destiny here, but we have to work within our client’s boundaries to provide an offer that makes both parties happy. Otherwise, neither I, nor my client will consider you as a candidate. Why is this? Client’s need to be able to gauge if they can afford someone and the recruiter managing the deal can’t say “hey, this one is great, but I have no idea what they’re making”. It kills the mood and it kills the momentum. Client’s immediately think “if...

Posted by on in Property Management
What happens when Corporate comes to town? Here’s an idea to consider. What if your teams were excited to see them?   Wait…what?   One of our VP’s today called me in to her office to show me the “best present she’s ever gotten!!” (A direct quote and I honestly don’t think I added enough exclamation points to the sentence though, she was really excited.) Intrigued, I followed her to her office. She had received several thank you cards, each with several heartfelt messages from her teams, and a beautiful hand-painted jewelry box.   Two weeks ago, she had spent time with some of our teams in Texas. After her visit, each team got together and wrote her thank you cards and as a whole sent her the gift.   This got me to thinking, how many teams actually THANK you when Corporate comes to town? And would they even want to? Let’s be honest, in my experience it’s always, “Oh no! My VP/Regional/Corporate team is coming to town. AAAHHH!” (Maybe some gnashing of teeth and rending of clothing if they’re really dramatic.) It’s stressful, an inconvenience with a little dash of fear tossed in when Corporate comes to town.   But in this case, it was clear that she was there to help mentor the teams. This all goes back to my previous blog post about serving our teams and our corporate culture. Our company’s core values are Proceed with Integrity  |  Value People  |  Embrace Opportunities  |  Pursue Excellence ...

Posted by on in Resident Retention
Spring is the perfect time to organize a resident event in your apartment community. For starters, many folks have cabin fever after a long winter and are itching for an opportunity to get out and socialize. Plus, lots of renters move during the spring, and a fun social event will allow these new residents to meet their neighbors. Interested in planning an event for your residents this spring? Here are five ideas to get you started! Pizza Party Did you know that April 5 is National Deep Dish Pizza Day? Celebrate by holding a pizza party in the club room. Provide plenty of deep dish pizza and soft drinks, and ask your residents to bring a salad or dessert to share. Green Goody Bag Giveaway Wednesday, April 22 is Earth Day. Set up a table outside of the leasing office and distribute goody bags to your residents with items that can help them be green, such as a reusable shopping bag, an aluminum water bottle or a small potted plant. Cinco de Mayo Fiesta Decorate your community room in red, white and green decorations, and have a local Mexican restaurant cater your party. Margaritas or sangria are optional. Baseball Watching Party The 2015 Major League Baseball season will be here in no time. Rent a big screen TV and invite your residents to come to the community room to cheer on the local team. Serve baseball-themed snacks like hot dogs, peanuts and crackerjacks. Ask residents to show their spirit by wearing a baseball...

Posted by on in Apartment Marketing
  Selfies are so on fleek! Yes, that’s the new term; on fleek.  Meaning; on point.  Selfies? That’s much easier.  Combine the two, get a great selfie wall or frame at your property and let the fun and social media magic begin!  Selfies are all the rage on social media; Facebook, Instagram, Twitter, the lists are endless.  Incorporate this social media trend with a great selfie wall or frame at your property.  It’s easy!  Dedicate a wall in your clubhouse or display and get your prospects and residents involved!  Make your selfie wall colorful, fun and make sure it has your property name, website, email, or number on it too!   No wall space, no problem!  Invest in a large picture frame, or large piece of poster or foam board, decorate it with fun colors, flowers, a huge Welcome Home, your property name, number, hashtag, etc.  Presto! Instant portable selfie frame ready for action!!  It’s a great way for new prospects to capture (and remember!) their visit to your community.  Fun for residents too!  Have them post it, tag themselves and check in too.    For prospects, make this an added incentive to receiving any of your current specials, or create a special if they take a selfie, tag, post & check in.  Email it to them as a great follow up too!   Residents renewing make the perfect selfie testimonial for great transparent advertising.  Testimonies are one of the marketing tools and this is FREE advertising for your property!   This will be a...

Posted by on in Apartment Leasing
  As a multifamily trainer I get the opportunity to work with many leasing agents in various stages of their careers.  Sometimes brand new to the industry, sometimes seasoned leasing specialists just needing a refresher course.  But, the one task I can’t train anyone on....being happy. I’m not talking about having a tough day, a mood swing or the periodic slump that most of us go through from time to time.  This kind of infrequent funk can be camouflaged with a great lip gloss or a fake it ‘til we make it attitude.  A truly unhappy person is not something that can be trained or glossed over.  And often they are the ones on the front lines of your property.  They’re the first person to greet your prospective renters, your residents and answer the phone.  I’ve witnessed it many times.  I’m all about getting everyone on the happy bus but when your front line people are unhappy, the misery shows.  When residents come in with complaints, you may overhear them chiming in with comments like, “I know! It’s ridiculous, but they say that’s their policy!” or “I have no idea why they do this or that.” Not only are they not handling the issue professionally, they’re adding fuel to a fire that’s headed straight to nonrenewal land.  Translation – you’re losing money.  That fire needs to be extinguished. I had a “Let’s Get Leasing” training class this month with an agent that got less than stellar marks on her shop report.  It’s wonderful when management...