Apartment Marketing
Apartment reviews
Mike Brewer · · 1 Comment
I came across some interesting research this morning that further demonstrates the value of opening up our portals to resident/prospect reviews. Here are some of the highlights:
- 77% of online shoppers use reviews and ratings when purchasing (Jupiter Research, August 2006)
- 63% of consumers indicate they are more likely to purchase from a site if it has product ratings and reviews. (CompUSA & iPerceptions study)
- 86.9% of respondents said they would trust a friend’s recommendation over a review by a critic, while 83.8% said they would trust user reviews over a critic. (MarketSherpa)
I believe this will be a trend to contend with in the apartment industry soon enough. Apartmentratings.com is already providing a platform for it so why not do it yourself. If you do, really think about full transparency. In other words, avoid the temptation to edit the comments. The only time I would be an advocate for that is if residents/prospects got really personal with their positive/negative feedback. Even then it would have to be pretty egregious.
See related story: Apartment review sites; friend or foe, it’s up to you
Technorati Tags: apartment reviews, transparency, authenticity, mike brewer
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Organization
I ran across this site this morning and found it to be pretty cool. It is a good link to drop in your apartment community specific social media sites too. Here is a blurb from their site.
"So you think businesspeople are the only folks who need a personal
planner? Think again: families need an organizer, too, to keep life
moving smoothly on the home front. Whether it’s called a household
notebook, a home management binder or family organizer, this simple
idea saves time, cuts stress, and enhances communication in any-sized
family or household."
Technorati Tags: organization, apartment management, property management, mike brewer
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That’s just RUDE
Mike Brewer · · 1 Comment
The word itself just looks mean and ugly. Last week we experienced two episodes in our leasing office that resonated with me up until now. Two residents entered our leasing office and proceeded to give one of our consultants the "what for" over some very trivial items. Now I understand that resident concerns are important and personal and should not be judged on simple merit but I do think there is a line. Let me share the end result of one of the incidents.
One resident, after speaking in terse and a matter fact character bashing terms had his significant other come in to resolve the matter. Turns out the problem was that the resident mistook our resident referral flier for our resident renewal letter and thought we owed him some rent concessions. Cooler heads prevailed and we got the matter resolved but the actions of the first resident were so inappropriate that the consultant had to remove herself from the situation. An action I applauded at our weekly team meeting.
I applauded her for her wisdom and diplomacy as she never raised her voice or went on the defensive. She simply said sir I need to get another agent to assist you as it does not seem that we are getting anywhere.
Lesson: Remember that solutions are all that people are looking for and that the attacks are a displacement of anger or frustration. And, not all people handle themselves well when displacing. Don’t take it personal.
Here is a quote to remember (not to retort with) next time you are under attack.
"Rudeness is the weak man’s imitation of strength" – Eric Hoffer
Have a famous weekend.
Technorati Tags: mike brewer, customer service, apartment marketing, multifamily management
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