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4 Tips to Help Your Bots Get More Done

People love the excitement of getting a new technology; however, your new tech is only as helpful as the user. We like to compare this to getting your grandma a smartphone (if you have a hip grandma this analogy doesn’t really work, but hang with us). Giving your grandma access to a smart phone seems like it would alleviate your obligatory tech support line. She is now able to do things like schedule doctor’s appointments, keep in touch with her family and friends, and look up new recipes easily. This seemingly perfect plan often times backfires. She is left more confused than ever and now you are flooded with phone calls about how to do all of these new things on her phone. The other alternative is that your grandma stuffs her phone in a drawer and continues to do things the old-fashioned way because she doesn’t understand the value it can provide. Adding a chatbot to your website or Facebook messenger can have the same effect if your prospects don’t know why or how to use it. We have come up with four quick ways to help your bots get more done. For readers who might not have a chatbot yet, you can still use these 4 tips to start more conversations between prospects and agents on Faceboook Messenger.   #1 Talk about it The easiest way to get prospects to talk to your bot is to talk about it. Make your Facebook post call-to-action a link to your new bot. &n......
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The Resident Email Strategy Guidebook

Introduction Resident retention is a hot topic in Multifamily these days. It is cheaper and easier to have a resident renew than find a new renter--- $2,811 cheaper to be exact. So why does multifamily still have a turnover rate of 53%? Most agents don’t have enough time to check in with residents regularly. We identified the five best times to connect with residents. Now, this can seem like more than your agents have time to do, but there are a lot of email schedulers that can make this a breeze for your team.   Settling the Pre-Move Jitters Before any big change in life, there seems to be a frenzy of emotions. Over the course of one minute, a soon-to-be resident can go from ecstatic to stressed to sad. With all that going on, it’s hard to remember things like when to pick up their keys or how to reserve an elevator. The last thing they want is to do is realize they needed a money order to pay the first month’s rent and all they have is a credit card. And to top it off, its a Sunday so the bank is closed. The worst part is that the leasing agent told them about the money order three weeks ago when the lease was signed. So, they only have themselves to blame. Let’s be real, nobody wants to blame themselves. So, they are going to blame you, the property management, instead. This is not how you want to start off a relat......
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Revitalize Cold Leads, Effortlessly.

Lead Win-back for Multifamily  Most CRM’s for multifamily ignore cold leads after a few months. The idea is that these leads have decided to rent elsewhere and aren’t viable prospects anymore. However, what these systems are ignoring is the high resident turnover rate for multifamily. 53% of residents do not renew their leases. Which mean 53% of the leads you ignore are going to be actively searching for a new apartment within the next 10 months. Call us old fashioned, but we don’t see why anyone would throw away perfectly good leads. Think about wine for a second. There are two approaches to drinking wine: There are the Barefoot wines that are ready-to-go. This is a popular choice for novice wine drinkers. Similar to how an basic marketing plan is only concerned with prospects who lease with you the first time around. Then there are true wine connoisseurs. They tend to be more experienced and patient individuals. They understand the value of waiting for a desired outcome. This reflects how a mature marketing plan is willing to invest in revitalizing cold leads. Before you get the wrong impression, we aren’t wine snobs. We see merit in both options. Which is why we suggest using an email marketing strategy that manages both warm and cold leads. This approach gives you more opportunities to turn leads into leases. Plus, gives you more money to buy more wine: Win - Win 🙂   How to Win-Back Cold Leads We recommend automating the cold lead communications. That way, ......
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Developing a Sense of Community

It's a fundamental truth: humans need to feel connected with those around them.We want to know that our neighbors are looking out for us, that we can turn to them in a time of need. We treasure the chance to share a meal or an after-work beer with those friendly people who live down the street. These things make us feel part of a larger community. They let us know we're not alone.In today's go-go world, building that sense of a community can be a challenge. The demands of the modern workplace and of raising children often leave precious little time for communicating with and getting to know our neighbors. And I mean actual neighbors, not Facebook friends.Fortunately, technology is helping us build and maintain those bonds.The Rise of NextdoorPerhaps the best-known example of how technology can strengthen a sense of community between neighbors is Nextdoor. Nextdoor enables neighborhoods and towns to build private, secure platforms for communication among neighbors. According to the company, it was founded "on the idea that the neighborhood is one of the most important and useful communities in a person's life. Nextdoor's mission is to use technology to help neighbors build stronger and safer neighborhoods."Accessible by an easy-to-use mobile app, homeowners can do any variety of things, such as ask his or her neighbors for a lawn-service recommendation, organize a block party or neighborhood cookout, ask neighbors to keep an eye out for a missing pet, or pass along word of a car break-in in the......
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Three Things "Temps" Should NOT Do!

Three Things "Temps" Should NOT Do!
Years ago when I was a community manager I had a season of time when I relied heavily on temporary associates to maintain the staffing requirements of my office. There were many times when my “temps” made my job easier and I was so glad that they were helping me. There were also many times when my “temps” either made my job harder, or were so difficult to be around in one way or another, that I didn’t think they were worth the expense! If you’re a temporary associate now I’d like to give you some advice on what to do when you’re at you’re assignment so that the company wants to keep bringing you back-or even offer you a permanent position! Tip #1: Don’t be Bossy! I had a temporary associate who started critiquing me on how we accepted checks and thought it was a good idea to give me his thoughts on what we should have been doing when collecting checks from our customers. Needless to say, that immediately irritated me as I thought, “Who does this guy think he is??” Regardless of the experience you bring into the office, remember as a temp that the client may not need your input on things…even if it’s great input! For those of you with a great resume this may be the hardest thing to do as a temp, and it’s a vital skill. As a wise mentor once told me, “Never miss an opportunity to keep your mouth shut!” Tip #2: Don’t Say “When I worked at…”......
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Guest — mike
It sounds like you have control issues. There is a difference between managers and leaders. Leaders accept input from others and... Read More
Tuesday, 12 June 2018 11:30
Rommel Anacan
Mike, Thank you for reading and for sharing your comments. I do have control issues. (= In fact letting go of the need to control ... Read More
Tuesday, 12 June 2018 11:55
Rommel Anacan
Mike, I also wrote a blog post aimed at those that hire temps on what they can do to maximize the success of their temps. I don't ... Read More
Tuesday, 12 June 2018 12:11
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Maximizing Internal Communication in a Company

Maximizing Internal Communication in a Company
Property management companies depend on many things for success. For starters, they have to have strong marketing campaigns to attract the right prospects to their communities. And they need well-trained, high-performing onsite staffs to keep current residents satisfied and eager to renew their leases when the time comes. While sometimes an afterthought, strong internal communication is also fundamental to the success of a community and a property management company. When leadership takes the time to keep employees in the know, team members feel respected and appreciated, and that can help foster loyalty. And when employees can easily communicate with each other, that fosters the healthy exchange of ideas. Here are some different tools you can implement within your company to help optimize internal communication:  Internal e-newslettersCompanies use internal e-newsletters to bolster their communication with employees. Newsletters are highly effective ways to celebrate recent successes and to communicate long-term corporate strategies as well as a company's quarterly and annual goals. They can also provide employees with valuable information about new technology and new system rollouts, wellness programs, HR benefits, company events and volunteer opportunities. Additionally, e-newsletters serve as a great platform to highlight the successes of employees throughout the company. These types of shout-outs can really boost employee morale and show that good work doesn't go unnoticed.  Chat softwareInstalling company-wide chat software has been a big trend across many industries as tech-savvy millennials have grown into such a sizable segment of the workforce. Team messaging apps like Slack, Yammer and HipChat make......
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Communicating with Prospective Renters in an Email-light World

In the words of one-hit wonder 10cc, “Communication is the problem to the answer.” We’ve gone from dispatching handwritten letters to typing emails; from exchanging text messages to publicly posting tiny, 10-second videos of ourselves wearing digitally affixed dog ears. More ways than ever to communicate and yet getting our message into the right hands for the right response is more difficult than ever.   Since our communication channels are in constant evolution, marketers are continually  refocusing efforts on reaching both prospective and existing renters – particularly the younger millennials (the group born between 1977 and 1995) and Generation Z’ers (the group born between 1995 and 2014).  These generations are checking their email--if they even have email--less often, and they find it to be an outdated method of communication. In fact, you probably won’t find Gen Z’ers – the world’s first generation of true digital natives – looking anywhere other than at a smartphone.   While millennials have already been yielding significant spending influence within the apartment market, Gen Z’ers are beginning to trickle into the workforce and consumer market. They will be the new renters, and it’s crucial to communicate with them in an authentic, visual and real-time way in order to capture their buying power.   ALTERNATIVES TO EMAIL   Text messages These instantaneous private (or even group) messages have become so deeply ingrained within everyday life that in many cases they are replacing phone and face-to-face conversations altogether. Upwards of 15 million texts are sent every minute of every day worldwide, ......
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What Can You Do When the Customer is NOT Right, But Thinks S/he Is??

What Can You Do When the Customer is NOT Right, But Thinks S/he Is??
As you know by now, I travel a lot for a living-which means that I spend a lot of time in airports-which means that I am around a lot of people who have a REALLY difficult time following directions, and yes, a lot of customers who are very, very wrong! On a recent trip I remember someone in boarding group 5 for an airline trying to board with the “Elite, Premier, Ruby, Platinum, Really Big Deal Folks” you know the ultra special peeps…and couldn’t understand why she couldn’t board in that group. If you know air travel, you know that a Group 5 boarding group is probably the last group before the plane departs (believe me, I know, I’ve been in that group many times), so someone who is in the last group trying to board with the VIP group causes frustration for the crew and passengers. There was another time when a passenger kept trying to jam an (obviously too large) bag into the overhead bin, even after the flight attendants made numerous announcements regarding this. The passengers behind him were getting irritated because he kept trying to do something he couldn’t (and it didn’t fit!) and it delayed them getting to their seats. Finally the flight attendant grabbed the bag (nicely) and brought it out of the plane to have it put with the rest of the checked baggage. In all of these situations the customer was wrong. You have two problems when a customer is wrong. The first is the obvious-they do......
Recent Comments
Guest — phil
great article! great advice! I hope I can remember it...
Wednesday, 03 May 2017 13:53
Rommel Anacan
Thanks, Phil! I'm sure you'll remember it fine!
Wednesday, 03 May 2017 18:41
Guest — Angel Rogers
Great article and very accurate!
Thursday, 04 May 2017 12:01
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Why Going Paperless Could Be a Property Management Firm’s Best Strategic Move

Why Going Paperless Could Be a Property Management Firm’s Best Strategic Move
By now, you’re probably aware that there are plenty of software tools out there for pretty much any type of business or office set up. That’s why techies are always encouraging businesses to go online, and literally forget dealing with actual paper files. Well, of course it all sounds good and rosy until you come to critically think of it… Is there any actual benefit of going paperless, apart from the all-too-known fact of being eco-friendly? Considering all the computers and storage drives you’ll have to purchase, isn’t paperless significantly more expensive than paper at the end of the day? And most importantly, is paperless feasible in property management? While converting from a paper-based to a paperless environment could be intimidating and confusing to a property management firm at the beginning, it’s exceedingly feasible, and could possibly be your most strategic move yet. Although only 3% of businesses have managed to go completely paperless, 28% of paperless firms achieved full ROI in less than half a year, and 59% did it in less than one year. Overall, 84% of such businesses achieved payback in less than 18 months. Here’s exactly how paperless helps you achieve this: It’s Actually Cheaper While you may have to purchase a couple of devices at the beginning, paperless is considerably cheaper than paper-based systems. As a matter of fact, with some property management systems, you don’t need to get an extra computer at all. It can work just as well on your smartphone because it’s all cloud based. Although the cost of a single sheet o......
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Understanding the People Around You: Are you an "Avoider?"

Understanding the People Around You: Are you an "Avoider?"
I have a confession to make … while I make a living speaking to thousands of adoring, screaming, hysterical crowds all around the country (okay, maybe that is a slight exaggeration), I have to give myself a pep talk every time I walk into a room full of people I don’t know! ​It’s true! ​ While I consider myself a “people person” (which would probably be good for a guy who brands himself as “The Connection Expert), the truth is I like to describe myself as an “Extroverted Introvert.” While I like being around people, I also need distance, privacy and space…and when the situation doesn’t require me to fill the room with personality, I’m content blending into the background.    Let me give you an example…I was recently doing some work with a vendor company whose CEO is someone I have known for many years and worked for when I first got started in this industry. She introduced me to a new team member like this, “I want to introduce you to Rommel. The interesting thing about Rommel is that while he can seem pretty mellow and quiet and just does his thing.... when he is on a stage he is an amazing speaker!” I’ve learned that my default relational style is what psychotherapist Karen Horney (whose work has greatly influenced my thinking on this) would call “Moving Away From People.” I like to refer to this style as “The Avoider.” I Need My Space!What are some characteristics of those with the Move Away style?They desire independence and self-sufficiencyMay seem to not need peopleMay appear to be aloof, di......
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