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?

Powered by Grace Hill
77325482 [{"id":"232","title":"After three unsuccessful attempts at reaching them","votes":"5","pct":"18.52","type":"x","order":"1","resources":[]},{"id":"233","title":"When you hear from a competitior that they have leased with them","votes":"2","pct":"7.41","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":"3.70","type":"x","order":"3","resources":[]},{"id":"235","title":"None of the above","votes":"19","pct":"70.37","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 ...
Enter your email address for weekly access to top multifamily blogs!
Multifamily Blogs
  • Home
    Home This is where you can find all the blog posts throughout the site.
  • Categories
    Categories Displays a list of categories from this blog.
  • Tags
    Tags Displays a list of tags that have been used in the blog.
  • Bloggers
    Bloggers Search for your favorite blogger from this site.
  • Team Blogs
    Team Blogs Find your favorite team blogs here.
  • Login
    Login Login form

Posted by on in Miscellaneous
A friend recently told me that he had to tell people to stop sending him packages because he was frustrated dealing with the issues that come from having a package shipped. These frustrations ranged from bent flat packages that had “DO NOT BEND” clearly printed on them, to the mailman refusing to leave the package at the front door (and the community not having larger boxes specifically for packages either). The typical property can receive up to 100 packages during a normal week, and that number can double during the holidays. Though property managers are like superheroes, most do not have the time to deal with the amount of packages that come to the office. I talked to a few former property managers about some of their worst experiences dealing with package tracking. Experience #1 Ryan Tyson, a student property manager, explained to me how costly the loss of a package could be.  At his student housing community, Tyson told me he would receive hundreds of packages a week. One day, a resident came back from out of town expecting a delivery from a popular computer store. Tyson and his staff looked high and low for the package, but despite doing everything they could, they were unable to locate it. The unfortunate kicker? Said package contained a $2,000 laptop the resident was going to use for school. The property had to replace it, and boy was that a terrible hit to the pocket book. The most frustrating part of the story was that...

Posted by on in Apartment Marketing
b2ap3_thumbnail_Tilt-Shift-1-Page48_800.jpgI love finding interesting ways to showcase an apartment community, especially when its pictures are competing with countless others on an ILS.  Whether it is nighttime pictures with the community lit up, or a snow-covered picture of a community that only gets snow once a decade, these pictures jump out at users who are inundated with the same pool pictures over and over. So let me share with you a photography technique that has been around for a bit, but one I never considered in our apartment community photography until now:  Tilt-Shift Photography.  Tilt-Shift is a unique approach that creates images where the focal points seem like miniature models.  It's a very strange and bizarre look, but definitely draws attention!  Here are some absolutely great examples:  (Click on the images for bigger versions for a better effect) (Credit:  Helvetiq)   (This is the only one I could find of a tilt-shifted apartment community.  Probably not the best example, but wanted to show it.)   UPDATE:  Just found a great moving tilt-shift example!     What do you think?  Would this approach draw eyeballs and attention?  ...

Posted by on in Resident Retention
I'm going to fill you in on a little secret...people like to feel valued and appreciated. If you go the extra mile to show your residents they are valued, it can make a big difference when it comes time for them to re-sign their leases.   The good news is, focusing on resident appreciation doesn’t have to be a costly or time consuming endeavor. Read on for some simple (but powerful) ways you can say “thanks” to your residents and increase resident retention.  Organize a “Resident of the Month” Program Each month, designate one of your renters as the community’s “Resident of the Month.” You can either draw a resident’s name at random, ask for nominations from other residents, or recognize someone who’s been a great neighbor-- like Mary in 4F who helped organized your community’s canned food drive over the holidays. Give Mary a small appreciation gift, such as a gift card to a local store or restaurant. Then, snap a quick photo of her and hang it in the leasing office. Write up a few sentences about why Mary’s so great and share it on your social media channels, on your website and in your resident newsletter. Host a Fun Resident Event Hosting fun events in your community is a great way to show your appreciation to your renters. Plus, events are a great way for your residents to meet and mingle with their neighbors. If your residents make friends with their neighbors, they’re more likely to continue living in your community year after year. ...

Posted by on in Multifamily Training and Career Development
Great property managers apologize As it is with people, so is it with businesses.Think of all the people that you most respect. You will find that these are the people who never hesitate to say, “I am sorry” or “I was wrong.” Now think of all the people you do not respect as much. These will usually be the people who are used to making excuses. And even when they apologize, they make it seem that it was somehow not their fault. People, even customers and tenants respect property managers who have the ability to apologize unconditionally. It is not an easy thing for any of us to accept that we have made a mistake, to concede that we were wrong, that because of our fault, someone was inconvenienced. It takes courage and great personal honesty. So when tenants see that someone is making the effort to apologize they feel that the person has a high sense of honor and honesty. That he or she will always put integrity over comfort, truth above profit. It shows that the manager is ready to go out of his or her comfort zone and do what is right with the tenant. It is often said that businesses and managers need to hide their mistakes and shortcomings. However, nothing could be further than the truth. Admitting one’s mistakes is actually the best thing a manager can do – it builds up an environment of trust and transparency. Over a period of time, this can build...

Posted by on in Multifamily Training and Career Development
I once sat it on an interview for a front line sales position where the person I was conducting the interview with asked the candidate, “Tell me about a time you provided great customer service.” The candidate regaled us with a great story of how she moved heaven and earth to make a bad situation right for a dissatisfied customer. She sounded enthusiastic, her story sounded genuine and it helped her get the job.    After watching this employee work for a few weeks, I wondered where the person was who told us this great story of going the extra mile for her customers! It’s not that she was bad, per se, it’s just that I rarely saw that kind of extra effort she told us about in her interview. In other words the real-life experience didn’t match the interview rhetoric.    And that is the challenge isn’t it?    Candidates are trying to make the best possible impression on an interview aren’t they? And they’re prepped for questions like, “Tell me about a time you gave great service.” or “Tell me about a time where you overcame an objection.” So when someone answers the question, how do you know if that answer is truly indicative of what they will bring to your organization? After all, no one is going to say, “I think customer service is overrated!”    I believe that the purpose of an interview is to find out if someone is truly a good fit for the organization....

Posted by on in Multifamily Training and Career Development
Funny how things work out and all of a sudden you are with a friend that is typically 500 miles away discussing a topic that has been eating at you for a few days…… I love being a leader. Not a boss. A leader. I love passing along passion, enthusiasm, ideas, etc. Especially in our industry because you’re able to pass along all of these really great attributes as well as knowledge and watch another person flourish. It’s huge for you as a leader when another team member can move up and/or on to bigger and better things. It’s like being a proud parent without all the incessant nagging. Just ask Tracy Spring….she is my proud “parent”. (FYI, proud “parents” make GREAT references on your resume, LOL) There is nothing more depressing for me than having a team member that is feeling behind and frustrated as a result of the same. That makes me a bad leader. That means I have not done my job to ensure that this did not happen at all. Truth be told, it should have never even gotten to that point. But it did. I was feeling down about it and wound up going out of town a few days after of all of this occurred and came to light. As luck would have it I was hanging out with an extremely good friend who just recently was put into a trainer role within the Charlotte 911 Operations Center (and I am probably not stating where...

Posted by on in Multifamily Industry News and Trends
Apartment markets expanded in three of four areas in the January National Multifamily Housing Council (NMHC) Quarterly Survey of Apartment Market Conditions, indicating a slight moderation of the pace of improvement. Only the sales volume index (44) dropped below 50, with market tightness (51), equity financing (55) and debt financing (71) showing continued expansion. "The apartment markets continue to show strength in most areas," said Mark Obrinsky, NMHC's SVP of Research and Chief Economist. "Last year's ramp-up in new construction finally signaled complete recovery on the supply side. Even so, demand for apartment residences remains strong enough to absorb the increase in deliveries—and then some, as occupancy rates edged up a bit more." "The stronger tone of recent economic indicators could mean even more good news for apartments. Improvement in employment—and income—prospects should spur increased household formation, especially among those who have delayed that step for economic reasons. A large portion of any increase in new households is likely to be headed for apartments," said Obrinsky.   Key findings include: The Market Tightness Index fell from 52 to 51. More than half (58 percent) of respondents reported unchanged conditions, and slightly over one-fifth (22 percent) saw conditions as tighter than three months ago. Looser conditions were reported by 20 percent of respondents. This is the fourth consecutive quarter where the index has indicated overall improving conditions. The Sales Volume Index dropped from 58 to 44. This is the first time since January 2014 that the index fell below the breakeven level...

Posted by on in Multifamily Training and Career Development
The question about the perception that many people have towards their jobs has been a matter of debate for a long time. The Do what you love and love what you do debate has divided the people into two contrasting groups. On one hand, there are those who argue that it is not pragmatic to say that one can do a job out of love and duty. Their argument centers around the circumstances that face the current turbulent economic times which motivates people to work primarily for survival. On the other hand, there are those who argue that one should take a job out of love. This group also holds that the love for a job motivates a person to have a duty for the job. It is therefore paramount that one gains a comprehensive understanding of both concepts and consequently apply the same in the workplace.  The Love for Your Job Tevis Rose Trowler, the founder and chief executive of New York-based Balance Integration Corporation, says that changing your attitude makes the work more engaging and more enjoyable. Consequently, everyday routine brings comfort and connection. For example, when your company has a positive impact on the neighborhood, it makes all those who contributed to such an impact satisfied. Work is not about how much one will earn or the recognition therein. Rather, it is about the feeling that one has made some efforts in making the world a better place. A Gall Up poll noted that less than 27 %...

Posted by on in Property Management
While the likelihood of a multifamily property falling into your lap may not have as high a probability as a single family rental doing so, there’s always a chance. This could happen for a number of reasons, but it happens most frequently in cases of inheritance. The result is an accidental landlord. If you happen to find yourself in such a situation, the following steps will help you get where you need to be, both mentally and physically, to handle such a challenge.   1.       Never settle for status quo. It doesn’t matter if the best and brightest mind you know handed this property down to you in a will. You should always perform full due diligence to ensure the business is structured correctly and maximizing revenue opportunities. Never take something like a multifamily property on its appearances. 2.       Get emotions in check. When faced with such a situation, it’s easy to feel as though you “owe” something to the previous owner. But, as is the case with any business, you should never allow emotions to cloud your judgment. Are you able to assume such an asset? Do you want to own a multifamily property? These are questions that need to be asked and answered honestly. And, if it comes down to it, there is no shame in hiring a realtor to find the right investor. 3.       Consider a property management firm. If you find that you are ready to take on this opportunity, the next major and highly critical...

Posted by on in Property Management
Back in May 2013, Business News Daily published an article that included the following statement: “A study by public relations and marketing firm Cone Communications and Echo Research revealed corporate social responsibility is now a reputational imperative, with more than 90 percent of shoppers worldwide likely to switch to brands that support a good cause, given similar price and quality.” While the article specifically addresses products and services bought and sold, it is to be assumed that tenants, too, will be more likely to rent from a multifamily property with social responsibility at the forefront of doing business. To improve the social responsibility of your own multifamily property, we’ve put together the following three easy tips. Moving for Hunger There is a great business concept that was started on the East Coast by a not-for-profit called Move for Hunger. The concept is simple: Too much food is left behind in cupboards and pantries when people move. So, a young entrepreneur leveraged his father’s moving company as a way to reach into those homes and request donations for local food banks. The result has been tremendous. Now, this once-small endeavor is spreading nationally, and movers such as Atlas are working with the not-for-profit to encourage even more giving spirits on a grander scale. The idea here, of course, is for you to reach out to this organization to learn whether services are offered in your area. If they aren’t, then take matters into your own hands. Join forces with local food...