We always appreciate someone who goes that extra mile. When it comes to resident retention and customer service, you can never have enough effort. It can also serve as the catalyst to have a repeat client or for a resident to sign another year. I polled some of our team members for some of their [...]
In my past experience as a Training Director I constantly had issues with on-site and resident conflict resolution. Here are some tips for your employees to always remember. Once you learn not to take these complaints personally and that it truly has nothing to do with how they feel about you, you will master this [...]
When children are unhappy, they don’t think, they react. As adults, we often will revert back to our childhood ways when something happens that really makes us upset, frustrated or downright angry. As customers and residents, we rightly feel that we should be treated like we are valued and our reactions when we feel slighted [...]
It really feels like 2012 passed us by like the speed of light. The Training Factor team and all its amazing clients and friends had a rocking year! We have had such a great year producing and sharing content across all of our channels. We really appreciate the great feedback both publicly and privately on [...]
Everyone has different tools in their marketing toolbox. Most of us are used to online advertising; typically with ILSs. We work on SEO for our websites and use planned strategy with various social media tools. There are all kinds of different marketing tactics but perhaps the one that we forget about is what we have [...]
What every resident and customer desires is going to vary from person to person. Does that mean that it is impossible to have a baseline understanding of customer service and resident retention because no two people are alike? NO! It all starts with us. Instead of presuming we need to anticipate. There are so many [...]
In episode VI of our series “As the Apartment Turns” we focus on the strong need for customer service skills. Good customer service equates more leases. When you look at apartment occupancy percentages that make you want to faint, you should also look at your apartment leasing professionals and see how they are treating prospects.
As [...]
Why should we review our telephone etiquette skills from time to time ? Before you read this post give some thought to some of your personal worst phone experiences. Are you smiling or frowning currently? I am sure it is the latter, obviously. We inherently hate how we are treated by someone who can barely verbalize [...]
Apartment marketing with Foursquare continues to build a great head of steam. I have been watching the trend grow at a steady pace and have also witnessed some unique ideas to make the user experience even more memorable. First of all I applaud Foursquare for not laying down and dying when Facebook places came out. [...]
A guest post by Jolene Sopalski
Many of us are afraid of confrontation with our residents regarding the ever-sensitive subject of delinquent rent. I think many of us are afraid to push our residents to pay rent for fear our customer service score will fall below the company expectations. But is this thought process really helping [...]
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