The Multifamily Collective

Coffee and industry conversation, led by Mike Brewer

Apartment Customer Service

Key Multifamily Technology Question

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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

Intentional Phone Conversation

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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

Staging the Unexpected

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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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