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Rommel Anacan

Welcome to my blog on MFI! This blog allows me to have an ongoing conversation with multifamily professionals like you. My focus is on helping you and your companies succeed by helping you optimize the quality of your relationships. If you'd like more information about me, my company and the ways that I can help you, please visit my website at www.RelationshipDifference.com

Make It Easy For People to Fall in Love With You!

Make It Easy For People to Fall in Love With You!

I am currently reading a book written by my pastor, Caleb Anderson. In the book he recounts a story of an experience he had picking up food “to go” at an Italian restaurant in Newport Beach, California-that I’d like to share with you. 

 

Caleb went inside the restaurant to pick up his order and was greeted warmly and enthusiastically and told that someone would be helping him shortly. A waiter appeared and brought out some bread and olive oil (for dipping) along with a glass of water, while he waited for his order. 

 

Then another associate came out with his food and brought it to Caleb’s car. After he placed the food in the back seat the waiter shook Caleb’s hand and said, “Have a great evening, Mr. Anderson!” and walked away before Caleb could even consider giving him a tip. He was so impressed by the service that he told his friends and family about it-and eventually included the story in his book. 

 

Here is the restaurant’s vision statement:

 

We at Mama D's are Proud to be the "World Class Crazy Ones". On Our watch, we want to do something extraordinary with our gifts and talents. History will be the judge, but the script is ours. We are on an adventure to blow the doors off "business as usual". We are here to make a difference in the world, and a world of difference. 

We are extremely committed and passionate about a culture built on loyal relationships, within our team and the world, that are generated by Genuine Care, Fun, Heart, Honor, and Happiness, ONE PERSON AT A TIME.

 

Is it any wonder that Caleb wrote about this restaurant in his book? I checked the restaurant’s Yelp rating and they have received 4.5 stars from 2,000+ reviews. It’s obvious they have made it very easy for people to fall in love with them--and in doing so, their business continues to grow.

 

The same can happen for you, if you’ll just make it easier for prospects and residents to fall in love with you. 

 

What Are You Doing to Win Hearts?

 

When prospects walk into your office, what is the impression that you’ve given them in the first five seconds? Is it friendly? Welcoming? Inviting? Or does everyone remain sitting at their desks (or in the offices) and pretend not to see the prospect standing in the doorway, wondering when someone else will say something. 

 

Do you come across as irritated that you need to take one more person to the model who you “know” will not rent from you? When the prospect says she isn’t moving for another 6 months, do you hide the eye roll or do you make the mistake of showing it? (I’ve heard of leasing consultants who wouldn’t even take prospects to the model if they were plannng on moving “too far” in the future.)

 

When Darryl in G305 comes in for the 3rd time today to make a cup of coffee do you find yourself irritated that he uses your office as his personal Starbucks? 

 

OR

 

Or-do you greet clients that come in by standing up, moving away from your desk and welcoming them to the community? If you can’t directly speak to a client waiting for you, do you make eye contact, smile and do something to that s/he knows you see him/her and that you’ll be there as soon as you can. 

 

When someone says he is not moving for at least six months, do you still give at least as much energy as you would if he said he needed to move in by the weekend? 

 

When Darryl comes in for his coffee, are you the one that tells him to try the new “French Vanilla” flavor that you just got in? 

 

Questions

 

There are so many people trying to “win the heart” of your prospects (and residents), so what are you doing to make sure you “win the red rose?” What are you doing to be different and stand out from the rest? What are you doing to show that you deserve the customer’s “love?” 

 

Would love to hear what you're doing to show the "love!" Please share in the comments below!

 

Photo Credit: FreeDigitalPhotos.net

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This comment was minimized by the moderator on the site

Very good points! Your article had a little bit of Valentine-ish tone to it till I read this:

When prospects walk into your office, what is the impression that you’ve given them in the first five seconds? Is it friendly? Welcoming? Inviting? Or does everyone remain sitting at their desks (or in the offices) and pretend not to see the prospect standing in the doorway, wondering when someone else will say something.



Do you come across as irritated that you need to take one more person to the model who you “know” will not rent from you? When the prospect says she isn’t moving for another 6 months, do you hide the eye roll or do you make the mistake of showing it? (I’ve heard of leasing consultants who wouldn’t even take prospects to the model if they were plannng on moving “too far” in the future.)

Those parts sounded more like a scary Halloween story! Lol

  Chuck Mallory
This comment was minimized by the moderator on the site

It sure does sound like a Halloween story, doesn't it? All "trick" no "treat" and still all too common! Thanks for reading and commenting, Chuck!

  Rommel Anacan
This comment was minimized by the moderator on the site

Great Story, Rommel! I get a big chuckle to read about when people come in who aren't wanting to move unitl in 6 months. What about 2 years???? I just had to laugh because this just happened for me, but that's okay with me. It's student housing, whaddya gonna do? I'll tell you what - Reserve it and LEASE it EARLY!

  Mindy Sharp
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Too funny, Mindy! I worked at a community that was pretty iconic and in a very prominent location so we got lots of people who wanted to just come in and look around all the time. One weekend I had a client come in after completing a bike race, so he was still in his full bike riding outfit and gear. I go through my questions and he tells me that he's thinking of moving to the area in five years. The other leasing consultant looked my way and laughed (internally). I took him on the tour and never did hear from him again.

  Rommel Anacan
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We have a variety of coffees, teas, and cold drinks that we offer everyone when they come in - prospect or resident. In addition to sharing information about our residential community, we have also compiled a "City Guide" that will help familiarize them with the area (A lot of our prospects are brand new to the area and come in with new jobs.) In this, we have everything from veterinarians, family physicians, restaurants, restaurants that deliver, cleaning services, hotels for overnight guests, grocery stores, etc. In our move in packets, we have garnered coupons (including a free pizza delivery) for them to use. We are also in the process of creating a preferred resident card where all new move ins will receive 10% off their purchase at local businesses for the first 90 days of their residency. We also have an account set up with Vista Print, and all new move ins receive 420 customized return address labels for free. Our communities are very involved in social media, and have monthly contests for things like best recipe or home design projects. Every Wednesday on Facebook, we feature things that are going on in the area that weekend. We also have a monthly e-newsletter that goes out thanking residents for attending our monthly events, or alerting them of any scheduled maintenance that is upcoming. With every service request, the maintenance technician leaves a bag of popcorn (in case anything else "pops up") and a dog treat if they have a dog. We have a follow up phone call the next day to make sure everything was completed to their satisfaction. We also deliver a sweet treat on residents' birthdays.

  Megan
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That's funny, the comment thanking Megan above says it was posted about 2015 years ago! lol

Awesome ideas, Megan! I, too, love the Vista print idea! Who would I speak to about arranging that for my property?

  Susan
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I just went to Vista Print's website and set up an account with them. It is most cost effective to get a grouping of new move ins/renewals together at one time as there is a minimum shipping cost. All of our residents have thanked us and were actually quite surprised that we did something so personal for them.

  Megan Frye
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I love the sharing of great ideas!! Thanks for sharing Megan and thanks for asking Susan!

  Rommel Anacan
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I have identified over the years where I excel (smaller, more intimate properties will small management companies) which allows me to be 'me' - taking the time to listen to my residents about their daily activities, their successes and failures/losses and celebrate or console them as they need. Is it part of my job? Absolutely. After 26 years doing what I love - being an on-site manager - wherever I go, my community is my home and my residents are my family. There is a fine line I make sure that I do not cross; but being there to be a shoulder to cry on when they feel they have no where else to go and just need an empathetic ear, or someone to celebrate a personal 'win'...I'm right there with them, encouraging them and if they want advice, giving it. Sometimes I feel I've earned my masters in psychology just being in this business and observing people in their home environments for so many years. My residents know they can count on me to be their key-stone - always here for them, always strong for them when they need it, advocating for them when necessary. I learn every day how to improve my skill set in dealing with residents and their unique needs and enjoy the lessons. I feel my residents pain when they are suffering and their joy when they are successful and we share in that together. I can't think of a better relationship to have with my residents. They know that I'm serious when it comes to policies and procedures and they respect that, myself and my position. They enjoy and appreciate having a quiet, peaceful community to call "Home" to come to at the end of their day.

  Michelle
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Michelle~I love your comment on earning a masters in psychology by being in this business, so true! I also really loved that you identified where you "excel" and where that sweet spot is for you-and in being fully authentic and self-aware you're able to thrive by being you. Thanks for reading and commenting!

  Rommel Anacan

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