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

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

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258334775 [{"id":"232","title":"After three unsuccessful attempts at reaching them","votes":"18","pct":"22.50","type":"x","order":"1","resources":[]},{"id":"233","title":"When you hear from a competitior that they have leased with them","votes":"7","pct":"8.75","type":"x","order":"2","resources":[]},{"id":"234","title":"When they have told you they are putting off their move for a while","votes":"4","pct":"5.00","type":"x","order":"3","resources":[]},{"id":"235","title":"None of the above","votes":"51","pct":"63.75","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 Multifamily Training and Career Development
Before my team and I left the NAA Student Housing conference, I wanted to come up with a great team building exercise. I’m big on culture and we were in Las Vegas...so I booked a tour and a Q&A session with Zappos! Here’s what we learned:   Don’t just sell customer service, LIVE it. Zappos will tell you all day long that they don’t sell shoes. I disagree, but I understand their point. They will tell you they sell customer service. What’s really amazing is they don’t have a customer-first mentality. It’s actually culture first. They believe if the culture is right, their employees will want to work there, and the people that work there will want to provide excellent customer service. That’s a lot of faith in people (and it’s paid off)!     “Structure” isn’t what holds a company together. Culture is. Zappos isn’t afraid to try things that are unique. Tony, the CEO, sits among others in a cubicle and openly promotes his horizontal org chart. Honestly, I thought I’d see total chaos during the tour. Don’t get me wrong—it was similar to a zoo and felt like a party—but a lot of work was getting done. The lack of structure and policies would drive most managers I know a bit crazy. But this place? They were thriving on it. And that made me think. What if we stopped selling amenities and apartments and started selling customer service? Make everyone who calls, chats, emails or texts in the...

Posted by on in Multifamily Industry News and Trends
The multifamily industry has a reputation of being slow pokes when it comes to adopting technology. Between rent checks, applications and leases, there are a lot of paper documents circulating around your typical leasing office. But according to PayLease’s 2014 Market Survey, many multifamily firms are finally bringing their online technology to this century's standards, especially when it comes to online rent payments. The survey is conducted by New Heights Research and polls hundreds of multifamily and HOA firms about their usage of online payments. The results are analyzed by the property management industry overall, and also dissected by portfolio type and company size. This year’s survey revealed some promising trends for multifamily. Some of the highlights: 62% of multifamily firms now accept online rent payments, up 8% from 2013.  For the first time in the survey’s history, multifamily firms outpaced HOAs in the rate they added online payments.  32% of companies who made a change to their payment collection process added online payments for the first time. 14% of firms who made a change to their online payment solution in 2014 increased the number of online payment solutions they offer. A big round of applause for multifamily firms for finally jumping on the online payment bandwagon! With fewer rent checks to process, community managers have more time on their hands to focus on bigger priorities, like fulfilling vacancies (which, by the way, happened to be at a record-low in 2014). Offering online payment options and seeing traction from residents...

Posted by on in Multifamily Training and Career Development
If you are currently a leasing consultant, sales advisor, customer service associate etc. and you want to move on to a management position, read on! I’d like to share a few things with you that I know will help you, based on my experience!   Do Your Current Job Well Your education, background and experience may have gotten you the job, but once you’re in the door none of that matters if you don’t do the job you were hired to do!    I remember once I was at a community meeting a friend for lunch when I heard the leasing consultant (who had been on the job for one month) complaining to my friend (who was the assistant manager at the time) about having a college degree and not being the manager.    After we left for lunch my friend turned to me and said, “She’s terrible as a leasing consultant!” which made both of us laugh. Here she was complaining about NOT being the boss and she wasn’t even performing well in her current role.    Before you think about the next job you want, make sure your performance in your current job makes you a natural choice for higher level positions   Be a Student of the Business It took me about a year before I really started to understand all of the pieces of the multifamily business. I remember sitting in meetings where the manager would talk about “exposure” and I’d nod my head as if I...

Posted by on in Apartment Leasing
Fall In Love With Your Property All Over Again February is often referred to as the “Month of Love,” and I believe that falling in love and staying in love with your property, will help you sell the story of love for your property to potential buyers or people looking to lease. Often time’s property owners tend to forget that loving their property and maintaining that sparkle in their eye, is like loving someone in a relationship. In the same way that you would take a love test to test your love for a partner on sites like www.loveisrespect.org, you should equally assess your love for your property as often as possible. People know when the sparkle is lost in someone else’s relationship. It’s almost a sixth sense. Something got you to buy into your property and love it, and a failure to maintain that love will show in the type of attention that you give to your property when it comes time to lease a unit within your property. Sometimes it’s good to just spice things up to keep the love alive, and outsiders convinced that you still love what you bought into –your property! Keep in mind, that most importantly, you’ve already properly conveyed that you love your property to your current residents, because that is what they bought into when they decided to lease with you. Make certain that your leasing professionals convey that same love and appreciation for your rental properties.  That will allow the potential tenant...

Posted by on in Apartment Marketing
If you’ve been a multifamily property owner or manager for any length of time, the chances are pretty good you’ve had to deal with a negative online review or two. They can be very tough to swallow at times. After all, there is no filter on who can post, how many times they can do so, and even whether or not it has to be truthful. In fact, it’s common for the most outlandish and harmful ones to come, not from a loyal and desirable tenant, but from the one you had to evict or the employee you had to let go. Regardless, online reviews are a staple and have become a reference point for multifamily property seekers. According to a recent study, 70 percent of prospective renters research community ratings and reviews before selecting an apartment. Not only that, but respondents also “rank online ratings and reviews (11.4 percent) as a more important factor in the apartment search process than referrals from friends and family (9.5 percent).” The gist? No matter how much you despise them, online reviews should be taken seriously and handled strategically. As such, your strategy should never include the following actions (or inactions), which have the potential to make matters much worse. Ignore them—Doing nothing at all is seen by some property owners and managers as the non-aggressive, and therein more desirable approach. Some think it will make them look defensive if they respond, so they do nothing instead, in hopes of appearing more professional....

Posted by on in Property Management
I have this friend who is my muse and who just so happens to not know a single thing about the apartment industry. Some of the conversations that we have just turn into good, no great, content. This friend also has a running joke with me about my Jewish family and his Mexican heritage (how true that is, I don’t know, but I’ll let him claim it). But how do we relate to one another as friend’s based on our backgrounds, on our heritage? Which brought me back around to being relatable and my stint at Ruby Tuesday’s about a year or so ago (shocker, I know…more on that in a minute). But how relatable are we to one another? How relatable do we make ourselves? The standard defintion of relatable is: enabling a person to feel that they can relate to someone or something Our job as property management professionals requires us to be somewhat relatable. Now in all instances can we relate to the individual that we are renting an apartment home to?? No. Trust me, I have always worked on blue collar properties. Even my prior lease ups, the rents were typical middle income rents. Now, where I’m working now? Luxury apartments…..I assure you, not relatable. I wasn’t raised wealthy, did not marry wealthy, and didn’t divorce wealthy either (HA!). But I do have a very funny story for you, about me. I think most of you know, if you’ve read my blog or known me, I’ve been doing this...

Posted by on in Property Management
If you search the phrase “make apartment upgrades,” the results will likely produce at least one headline that looks something like this: “How to Get Your Landlord to Make Necessary Upgrades.” It’s almost as if landlords have a reputation for not wanting to spend money… The truth is this: apartment investing and management is like any other business with a goal of increasing the bottom line. This, of course, means keeping a close eye on expenses, and that includes any upgrades to the property. Upgrading for the sake of doing so, or taking it on simply because the property across the street is doing it, aren’t reason alone to justify the expense. But, there will be those times when the circumstance necessitates such action. Here are a few examples: Safety and security—If you think it doesn’t need to be said, you would be surprised at some of the infractions against landlords and managers for failure to update features that pose security or safety risks to tenants. Examples include outdated HVAC systems, electric or gas appliances that pose a hazard, faulty windows and doors, and worn stairs and decking, just to name a few. It’s important to keep in mind that most states require property owners to address safety concerns. Neglecting to do so could result in significant fines and worse. Taking this a step further, it can become necessary to make upgrades if security on the property becomes an issue. It may be as simple as replacing door and window...

Posted by on in Multifamily Industry News and Trends
I think it's fascinating how consumer-to-business connections change over time...and I'm always paying attention. Here are just a few digital trends we've been seeing that you should keep in mind throughout 2015: 1. On-demand everything  We’re not just talking about more people choosing to cut the cord and go with Netflix, Chromecast, Amazon Instant Video, Hulu, etc. In almost every industry, businesses are meeting consumers’ demands for hyper-efficiency and convenience: Box companies come to your house and box/ship anything and everything; food delivery companies deliver fantastic meals for cheap; dry cleaning companies pick up and drop off your dry cleaning. TaskRabbit even connects you with people who will help with almost any errand, from moving to gift wrapping. How easy do you make it for your residents (and prospects) to get things done? Is someone always there to help them at the touch of a button? 2. Mobile matters  Mobile traffic has been reported by our clients to be as high as 40% of their total website traffic, and 25% of the chats we tracked in a month were generated from a mobile device. If the growth continues at this pace, we could see 50%+ mobile traffic to property sites in the next 2 years. (Realtor.com already says nearly 60% of its viewed listings were accessed through a mobile device.) So if you aren’t already focusing your SEO and marketing efforts for mobile search and supplying your residents with mobile-friendly conveniences, today’s the day to get started. 3. Consumer-to-business texting Perhaps...

Posted by on in Social Media and Technology
Don’t you just love Twitter? With a simple hashtag, you can tell the whole world exactly how you feel! What about Facebook? All you do is post on a company’s wall and WHAM! Message received. Remember those pesky days of phone calls and emails? All the searching for the correct contact information, all the time spent explaining your issue, all the waiting… And for what? For only one person to hear your story!? Well, the game has changed. We are now able to rant about our customer service concerns to our friends, family and complete strangers with just 140 characters in a blink of an eye thanks to social media. Every conversation that was once personal now has the potential to go public. How do I feel about my co-worker's quest to determine the level at which he is appreciated? (It gets better, @goggleboy. You'll always have #unicorns.) It's too much information, but the reality is that I still care... We all care. In this day and age, we can’t always control what is being said about our brands and where it's being said. As customer service representatives and marketing professionals, we have no choice but to join the conversation.  However, by following just a couple simple guidelines, you have the opportunity to convert almost any “@” into an opportunity to shine. 1. Elevate the positivity This should be done for all mentions, positive or negative. A positive comment from a customer is a golden opportunity to spin a marketing message. Example: Customer says: “@Gothamcityapartments- I love the...

Posted by on in Property Management
For more than a year now the Multifamily Data Exchange (MDX) team has been evangelizing the idea of standard multifamily performance metrics.  The powerful idea of being able to compare the revenue performance of competing properties has been gaining ground during this period.  So much so, that we are frequently confronted with the question: “Why hasn’t anyone done this before?” It’s a pertinent question – the multifamily industry is several years into its mass-adoption of Revenue Management technologies.  Yet curiously, it remains the only Revenue Management industry that has not developed a way to benchmark revenue.  This seems like a glaringly obvious gap – the sole purpose of Revenue Management is to improve revenue performance, so there should be a way to measure it. Without a way to measure achieved revenues, we are left making the apples-to-oranges comparison between asking rents and achieved rents.  And while performance relative to budget, year-over-year, etc are important data points, today’s market provides the perfect example of how a rising tide lifts all boats.  Revenue benchmarks must identify the overall trend relative to competing properties – something that can only be accomplished when companies agree to share data.  The hotel industry provides an excellent example from of how to benchmark revenue.  Despite the similarities of the hotel and multifamily industries, one industry has a satisfactory solution to the problem and the other doesn’t.  Below are the four main reasons we’ve encountered that explain why this is the case. 1. It's Difficult Hotel stays are short...