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DEAR GABBY: Net Promoter Score

DEAR GABBY: Net Promoter Score
Dear Gabby,   What is a Net Promoter Score and why is it relevant to me?  #JohnnyDollar$igns     Dear #JohnnyDollar$igns,   I’m a little disappointed. I thought your submission was going to go down something like this… JohhnyDollar$igns: I want to share everything with you Dear Gabby: Let’s start with your bank account   **Sigh**…maybe one day. But I must say, I love the question. A Net Promoter Score (NPS) is something that I get asked about quite a bit. It measures the loyalty that exists between a supplier and a consumer.  You know, like the reason you’ve been going to the same tailor for years…because he really suits you.   Well, this loyalty metric calculates NPS scores ranging from −100 to +100. For example, cheating ex-boyfriends typically land in the -100 range while a mythical creature like Prince Charming would land in the high positive zone.  If you happen to find a Prince Charming, please capture it safely, keep it alive, and bring it in for additional research. I’d like to study it and figure out how to replicate it.     Net Promoter Scores are calculated using the question, “How likely is it that you would recommend our company/product/service to a friend or colleague?” (1-10 Scale)     Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.  Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. &nb......
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Are you really marketing to your customer?

Are you really marketing to your customer?
Ask yourself, are you really marketing to your customer? Or are you like most of us and unknowingly marketing to yourself? It’s a tough distinction for some of us to grasp. All too often, our marketing pieces talk about our company, our brand. You might be wondering, what is wrong with that? The problem is that it doesn’t give your potential customer the WIFM in the few seconds that they’re looking at your advertising materials. The, “What’s In It For Me” factor. We often don’t really consider what our customers’ needs are when we are working on headlines, copy, emails, etc. Our advertising materials go on about the features of our product, not the benefits. The features, though important to us, definitely aren’t the focus of our customer. Think about your customer and what’s important to them. They want to know the benefits to them, the WIFM. “Our community is gated” “Our offices are spacious” “Our landscaping is remarkable.” These are the features of your property. Why not change the focus from features to the benefits to your customer? “Our community is gated” becomes “Controlled access for your convenience” “Our offices are spacious” becomes “Wow your clients with your huge office” “Our landscaping is remarkable” becomes “Enjoy nature as you walk around your beautiful new community” If you find it hard to change that way of thinking, sit down with a piece of paper and write down all the features of your property or your community. Then next to them, write down the benefit to your customer; this becomes yours W......
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A Good Maintenance Team Is More Precious Than Gold

Pilera Repairs

It would be great to live in a world where things never broke, wouldn’t it?Pilera Repairs A world where drains were never stopped up, dishwashers lasted for an eternity, and lightbulbs never burnt out. Sounds glorious.

But that’s not this world, not by a long shot, and that’s why you need a solid maintenance staff to tend to your property. And the larger the property, the bigger the team you’re going to need to stay on top of things.

Maintenance team members have to be jacks of all trades. They need to know a little about plumbing, a little about carpentry, a little about appliances, a little about carpets and paint, and most importantly, they need to know when to call in the highly skilled professionals when they’re out of their league.

But your maintenance men and women are more than fixers of things that break. They’re also ambassadors for your property management team. They’re the most likely candidates to pay your residents a visit, so it’s important that they’re professional, knowledgeable, and courteous. As a property manager, you’re well-versed in customer service and satisfaction; it’s important that you imbue your maintenance staff with those same skills.

Finding knowledgeable, customer-focused property ambassadors is challenging, but not impossible. It takes patience and persistence, but they’re out there. And once you’ve assembled a solid, dependable team, do everything in your power to keep them happy. They’re as good as gold.

photo credit: damian m via photopin cc

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