I was listening to a professor from MIT’s economic department teach a class on microeconomics yesterday and….okay, so I was just checking out iTunes U and sampled the class. I did catch an idea that I thought was pretty cool, the syllabus for the class was only available on-line at the professor’s university sponsored website. He even said it was a conscious effort to be more green.
That said, it got me thinking that the idea of a paper guest card is over. I have to believe that someone out there has made this transition although I have not heard as much. I also thought about this in the context of my idea about bar coding every print media you have and installing inexpensive USB bar code readers on our leasing computers that are programmed to accurately log where you advertising dollars are being spent.
On the note of bar-coded advertising, I think I saw that someone out there starting doing this recently. It made me think of the prose Self-Reliance written by Ralph Waldo Emerson sometime back. In essence he said speak up, speak often and speak repeatedly because if you don’t you will eat your very ideas off the plate of another. It was a, I could have, should have, would have moment.
I digress. What do you think about the idea of the guest card being completely computer driven? Can anyone recall the company that incorporated bar codes into their advertising? I wonder how it is working for them.
0 Responses
Mike, Top of the Morning,
Great Post, We have used electronic guest cards and applications for about three years, and do not use any paper guest cards. We use a program by Resite, Leasing Path. Being completely web based, leasing consultants can work from anywhere for follow up and management can see activity sorted by leasing consultant, date, follow up, etc.
I assume that the larger property management systems all have these features and more, however Resite is scalable and affordable for a small portfolio. Here is their web site if it is helpful for anyone, or I would be happy to share our experience with anyone with questions http://www.resiteit.com/?cw_e=6&cw_in=1&cw_e=0&cw_in=1
Mike,
Per usual I’m going to play the devil’s advocate here. How can we do it without feeling robotic? While going green is great, sitting behind a desk typing in a prospect’s info. can seem cold and unfriendly. For us, I feel we just can’t get away from the paper guest card yet as we like to greet our guest at the door set them down on the couch or around a table and have a conversation. We don’t like it to feel like a process. Maybe if we had a tablet or wireless device to put the information in we could do without the paper, but it seems more personal to me (just like a hand written thank you) to write down someone’s information on paper.
As for the barcode idea. Very solid and I’d like to hear what type of success UDR is having with it.
-Mark
Mark, Great Feedback, 95% of our Guest Cards are filled out by the prospect online at our web site or by the 24/7 call center while the prospect is on the phone line before they visit our property. The real advantage with electronic guest cards are their ease in managing the data and the ability to manage your leasing consultants and what they are doing.
Eric,
That’s incredible that 95% of your leads are input online or via phone 1st. I wish we had that luxury. We still get a great number of walk ins. We do input the information from our guest cards on paper into our LEADS system for tracking purposes, but I can’t see how we can eliminate something to write on. It’s like taking a notepad with you into a meeting. I suppose if we had a tablet or some mobile device to easily input information that would work. Maybe someday.
Emerson is one of my favorite authors, Mike. “To be great is to be misunderstood”
Despite the initial cost of system implementation, Why we are not arming leasing agents with bluetooth sync-able PDAs for taking down guest cards and having immediate knowledge of each and every apartment, INCLUDING the view, is beyond me. Nothing sells more than having the right information. Plus, a leasing binder is crazy heavy to carry around.
I haven’t used a paper guest card in eons. Firstly because I type much faster than I could write, and secondly… I feel that hovering over a piece of paper is less friendly than having my head up and discussing while typing. I guess it depends on the typing/computer skill level of the individual at hand. I have a leasing agent who still uses paper guest cards, and she asks for extra time to input them into the system. Avoiding that step, and saving that 30 minutes a day where she wants to enter the information would be great… I just don’t know why anyone would use a paper guest card. I do not see it as more personal, friendly or engaging.
Interesting comments here. The electronic guest card is great, but there is a HUGE training issue here. If the LP is not properly trained in how to establish the emotional connection with the prospect while completing the electronic guest card, you’ve got a problem with disconnect. And this isn’t just a hypothesis of mine; I’ve seen it in action at lots of properties. LP’s are so focused on completing their computer screens for input (to get their quote sheets, feature sheets, hot lists, etc.) that they lose that face to face time with the prospect.
Love electronic guest cards but the training is CRITICAL to the success of the program.
Great comment Lisa and excellent point! The paper guest card can go away, but we cannot sacrifice the human connection to do it.
Great comment Lisa and excellent point! The paper guest card can go away, but we cannot sacrifice the human connection to do it.
I love the idea, but I agree with the lack of human connection. The management company I work for thrive on the personable skills that our employees possess. However, we have jumped on the green wagon and it was initially an exciting concept, however, though we promote eco-friendly products and services, we don’t necessarily practice green procedures. I am definitely going to propose the idea of eliminating paper guess cards, but I think there would be too many factors (i.e. technical capability, setup and maintenance fees, support, training…) to consider before implimentation. I would love more feedback on personal experience with such programs.