Apartment Customer Service
Key Multifamily Technology Question
Mike Brewer · · 1 Comment
Before you decide to introduce a new piece of technology into your Multifamily business, ask yourself this key question:
Does the technology enrich the experience, or does it discount it?
Does it enrich the customer experience? Does it enrich the resident experience?
Does it enrich the vendor experience?
Does it enrich the investor experience?
And so on and so forth…
You’re don’t do it just because you can Multifamily Maniac, M
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Intentional Phone Conversation
Amazing actors and actresses bring their lines to life through intention.
Amazing apartment leasing professionals do the same.
The best of the best in the acting field memorize their lines so much so that when they repeat them; they do so with pizzazz and definite intent.
In much the same way – best of the best in the apartment leasing field will fill dead telephone air with absolute pizzazz and incredible definite intent because the person on other end hears: CARE. They hear intent. And the professional knows that CARE and intent sell.
How to get Good at CARE and Intent
On your way home from the office tonight practice a mock telephone conversation whereby your bag an appointment. Do it with intent. #ftw Give no regard to fellow commuters that think you’ve lost your marbles; in fact give them a head nod and a big, “I’m closing this deal” smile! Point at your phone for affect. Do the same exercise on your way into the office tomorrow. Repeat this for five days straight and I assure you – #gameon will happen.
Your loving the concept of definite intent Multifamily Maniac,
M
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Staging the Unexpected
I read about the idea of staging the unexpected some time ago. It rung a bell with me – at the time – and I recall starting down the path of thinking about what we could do to blow people away. And then I got distracted so I am just now circling back to the idea.
The story I read involved Macaroni Grill. The unexpected in their case: giving meals away to patrons who were otherwise expecting to pay. They did so on random nights every month of the year. So, instead of receiving a check for their meal, patrons received a letter that suggested that it seemed awkward to charge a guest for a meal. How cool is that?
Blowing People Away In the past, I wrote about a plumbing company that actually took the time to wash a sink full of dirty dishes after completing a routine garbage disposal repair. Boom! Now that has impact.
Not such a far-fetched idea for our industry. Start tomorrow. Consider taking the time to randomly clean someone’s kitchen after a routine leaky faucet repair. Do it with great care and supreme detail. Leave a nice hand-written note suggesting how your service tech felt compelled to ease a small burden in the resident’s day. And – stop now with all the things that are going through your mind: what if we break something, what if we miss this or don’t do that. Who cares! Don’t miss the point with your negative self-talk. Just act. And then come back here and tell us about your experience.
Your loving the idea of staging the unexpected Multifamily Maniac,
M
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Why did you lease?
In the dynamic realm of multifamily real estate, understanding why individuals call a property their home is crucial for growth and success. Traditional marketing strategies often analyze why prospects did not lease, yet there is a transformative opportunity in shifting this perspective. By asking new residents why they lease, we can uncover invaluable insights that affirm our strengths and provide a robust foundation for strategic marketing efforts.
This approach fosters a paradigm shift in how we perceive and utilize resident feedback. It’s a move from a deficit-oriented perspective to an asset-based mindset. This transition is not merely a change in technique but a profound cultural evolution within the organization. It signifies a commitment to celebrating and building upon what works rather than solely fixating on shortcomings.
The insights gained from new residents are a treasure trove of information. They offer a direct window into the most appealing factors about our properties, be it the location, amenities, community atmosphere, or customer service excellence. Understanding these key drivers of satisfaction enables us to tailor our marketing strategies more effectively, ensuring that we highlight these strengths in our outreach to potential residents.
Moreover, this strategy aligns perfectly with the human-centric approach to leadership. It involves listening to and valuing the voices of those who have chosen to become part of our communities. This enhances our marketing efforts and contributes to building a vibrant, engaged community. When residents feel heard and valued, it fosters a sense of belonging, critical for retention and word-of-mouth referrals.
Implementing this strategy requires a systematic approach to gathering and analyzing feedback. This might involve post-move-in surveys, informal conversations, or community events designed to engage residents in sharing their experiences. The key is to ensure that this feedback is collected and actively used to inform marketing strategies and operational improvements.
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