When Rebecca visits the community, we give her so much focused attention… plus a warm Otis Spunkmeyer cookie. Move in day arrives, we extend ourselves to make Rebecca feel welcomed… plus she gets a lovely move-in basket. Rebecca has a service request and the tech handles it like a champ. But then… nine months later she visits the office and the response, while not intentionally cool, is “Oh, I’m sorry, what’s your name?” The SatisFacts Index/Insite shows high satisfaction during the visit, at move in, and regarding work orders… but then shows satisfaction dropping noticeably for residents when they are contacted 120 days before the lease expires. Ouch!
We’re at “go time” – renewal time for last Spring and Summer’s rentals (many of whom got some sweet deals). How do you enhance perceived value, reduce resistance to rent increases, and renew more residents?
Enjoy this webinar video from Doug Miller, Lia Smith and the Webinar Wednesday Team for only $29.99!*
About Doug Miller, Founder and President, SatisFacts:
Doug has been in the multifamily industry since the mid-1980s. Prior to starting his businesses in 1996, Miller was Director of Marketing for several national and regional management firms. Doug is the industry’s authority on retention, surveying nearly a million units annually to help clients reduce controllable turnover and boost their online reputation, and speaks and is published nationally. Miller received his BSBA from Washington University/St. Louis and MBA from American University.
About Lia Nicole Smith, Vice President of Education and Consulting, SatisFacts:
Lia's extensive experience includes training, marketing, resident feedback and property management. She started her career being responsible for training over 1,000 Nextel Customer Care Representatives. In 2002 she started with Lincoln Property Company, ultimately serving as Director of Resident Services. She then served as Director of Training and Marketing at SPM Property Management, a 14,000 unit portfolio; responsibilities also included managing the resident feedback program.
* Each registration is good for one attendee OR one on-site team. If you would like multiple attendees, group viewing events, or other needs, please contact us.
