Search Results for: top talent
Episode 1072 | Do You Single Out
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Ultimately, it’s always about the people
In multifamily property operations, fewer people have more physically demanding jobs than our maintenance team members. Working on air conditioners in scorching heat and dealing with plumbing malfunctions are among the urgent and disagreeable tasks that service teams deal with regularly. Top it off with the high emotions of affected residents for good measure.
If the job at hand is objectively unpleasant, why do we find time and again maintenance team members who are enthusiastic brand ambassadors?
Human-centric culture
A company with a genuinely human-centric strategy seeks to serve the people who serve the business such that all team members can have meaningful and rewarding lives. Human-centricity within a business incorporates characteristics like empathy, fairness, reciprocity, kindness, and compassion as core components of its culture. Human-centricity at work sets the stage upon which employees can identify areas of interest, apply and expand their talents, and experience a sense of fulfillment for their contributions.
A company’s culture is its DNA. Culture establishes a common language that determines team member experience within an organization. Entire countries, religions, and generations are grounded in shared beliefs, values, and practices. I would go so far as to say that a company’s culture is the most critical factor in determining its long-term success.
Businesses have a responsibility to design authentic choices that empower people to feel active, heard, and understood; invite them to participate, and involve them in decision-making. Genuine human-centric businesses avoid empty, short-term promises and encourage honest, emotional, long-term relationships.
Businesses that act in enthusiastic alignment with published core values earn the loyalty of their workforce. What people love about their jobs is not necessarily the work they do, it’s the way they feel while they do it. That feeling of heartfelt connectedness to purpose is the direct result of authentic organizational human-centric culture.
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People Want to Learn New Stuff
As a multifamily property management company, it’s important to prioritize the development and growth of your team. This can help to improve job satisfaction and performance, leading to better service for residents and property owners. Mills Properties focuses on three critical areas in the coming year: talent, customers, and owners/clients/investors, with a particular emphasis on talent development. By providing ongoing training and education, and fostering a culture of learning and growth, multifamily property management companies can create a positive and customer-centric environment. This can ultimately lead to improved satisfaction and loyalty from residents and property owners. It’s essential to listen to the needs and feedback of your team and work together to find ways to make their jobs better and more fulfilling. By investing in your team, you can ensure that they are equipped to deliver the best possible service to your customers.
At Mills Properties, we focus on three critical areas in the coming year: talent, customers, owners/clients/investors, with a particular emphasis on talent development. We aim to create a positive and customer-centric environment that benefits everyone involved by investing in our team and providing the resources and support they need to succeed.
In addition to providing ongoing training and education, it’s also important to listen to the needs and feedback of your team and work together to find ways to make their jobs better and more fulfilling. By prioritizing the development and growth of your team, you can ensure that they are equipped to deliver the best possible service to your customers and meet the needs of your property owners.
If you’re a multifamily property management company looking to improve the satisfaction and performance of your team, consider focusing on talent development and investing in ongoing training and education. This can ultimately lead to better service and satisfaction for your residents and property owners.
Your Excited About Talent Multifamily Maniac,
M
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How to Handle the Angry
Mike Brewer · · 1 Comment
I recall a time, when working on-site, that an angry resident came into my office. She had a jar of banana peppers in her hand and was snacking on a bag of Doritos. She sat down in front of me and begin to speak very loudly. Speaking loudly all the while crunching on her Doritos. At one point a chunk of chewed Doritos flew out of her mouth and landed on my arm and in one fell swoop she picked it up and put it back in her mouth. And continue to yell at me. She had crazy talent – if you ask me. All that said, I had a choice.
How do you handle the angry?
What do you do when someone yells at you because of something that went wrong on your property? There is a natural tendency to feel angry or even scared. Both are natural. It’s what you do with these feelings that matters most. And it provides a big opportunity for multifamily trainers across the country.
Customer Service with a Plan
Remember that customer service is a cornerstone to our business. Approach every single hostile situation with that in mind. Also, approach it with a plan that you craft ahead of time. Starbucks uses an approach aptly named the LATTE Method:
- Listen completely to the customer.
- Acknowledge the problem.
- Take action to resolve the problem.
- Thank the customer for bringing the situation to your attention.
- Encourage the customer to return.
It all starts with a page in a manual that is largely blank. At the top of the page are the words “When the customer is unhappy my plan is to…” Now, we won’t get into the quite fascinating underlying science to this exercise but it is very effective to have a plan in place before a situation takes place. Think of it like a disaster plan for customer service situations.
Plan for Angry
Try it now. Take out a blank piece of paper and write down the words “when the customer is unhappy my plan is…” then use the latte method to map out what you would do. Then role-play that with yourself in your car (I know you role-play in your car) on the way to work or role-play it with your fellow leasing consultants, assistant managers and property managers. Imbue it on your mind with repetition. And trust me, the next time someone spits chewed Doritos on your arm, you will know exactly what to do.
Your big believer in boosting willpower Multifamily Maniac, M
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Apartment Marketing Minute: Experiment
“Don’t be afraid to get creative and experiment with your marketing” – Mike Volpe
Easier said than done, right? Who has the time to set back and be creative anymore? A day in the life of a property management professional would demonstrate that it is near impossible to give time to brainstorming new ideas. Heck, it’s hard enough to execute the things that matter most like; customer service, curb appeal, leasing, retention and accounting. But, being creative is not really all that hard.
Experiment in Creativity
I think the key is to think in smaller chunks. Experimenting could be as simple as leading your Craigslist ad with the words Compelling Lifestyle as opposed to Free Rent. It could be as simple as shifting the photos on your website to lead with interior pics as opposed to exterior pics. Maybe do night pics of the exterior in lieu of day pics. It could be that you change your telephone greeting to include, “I can help you,” in lieu of “How can I help you?” No matter the topic, the key is to think smaller chunks.
The Point
Don’t think of creativity in apartment marketing as a big daunting task reserved for the select few who were gifted with the talent of pumping out cool ideas. I would posit that every one of them, at one time or another, experimented with the little things. And, at some point over a long bit of time, their portfolios of coolness grew more and more pronounced.
So do some experimenting today and don’t be afraid to start small.
Your always experimenting in creativity multifamily maniac,
M
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