I am not a huge fan of United Airlines due to some previous rather rude customer service experiences, but yesterday they redeemed themselves (at least for now). Our flight from Minneapolis to back home was delayed by over 7 hours due to a mechanical issue; we reached home only around 1:45am. Given how chaotic flying …
United Airlines has something to teach us, yes it does! Read More »
One of my favorite things about birthdays is hearing good wishes from friends and family worldwide through calls, messages, and social media posts. As I celebrated my special day in August, something stood out more than ever before. It was what I call “Birthday-Business-Personal” or BBP messages. Despite their commercial agenda, I appreciate the personal touch of these BBP …
Celebrating Great Customer Service: Lessons from my Birthday Greetings Read More »
Every day, my team and I peruse literally hundreds of online reviews for multifamily properties across the country. Sure, leasing costs, quality of amenities, and parking access are significant concerns for many residents. Still, we’ve also observed that the small gestures of kindness, a greeting by name, or occasional resident event can make a huge …
Building resident loyalty: It’s the little things that matter Read More »
“The most important thing in communication is hearing what isn’t said.” Peter Drucker, management expert It is no secret that effective communication with our residents is the hallmark of a superior onsite management team. Yet, it’s not always what we say that speaks the loudest: how well we interact with others often comes down to what our non-verbal behavior …
Body language that translates to “Welcome home!” Read More »
“We are what we repeatedly do. Excellence, then, is not an act but a habit.” Aristotle, philosopher We live in a society based on immediate gratification and the multifamily industry is no different. This need is particularly stark when it comes to a team’s responsiveness to maintenance inquiries by our residents – a top complaint …
“Maintaining” a Pristine Reputation: Maintenance and Onsite Team Collaboration Read More »
“Well begun is half done.” Aristotle, philosopher What an applicable mantra for the apartment industry! Those first few days and weeks that a new apartment dweller experiences often make a lasting impression about the community and, ultimately, affect your online reputation. In our daily review of hundreds of online reviews, my team sees comment after …
Making your new residents feel special from Day 1 Read More »
“Any obstacle is an opportunity to gain strength and think differently.” Debasish Mridha, physician, philosopher, entrepreneur Who among us hasn’t dreaded the notion of change? It’s easy to become comfortable in the monotony of our workdays, and yet this approach has little chance of providing our residents an exemplary living experience. In our review of thousands …
The Extra Mile: Do Things Differently for Your Residents! Read More »
Perhaps the most frequently discussed topic in rental housing is how to ace the resident experience to encourage renewals and referrals from residents. When a resident speaks positively about an apartment community within their circle, it can send the community potential leads. Achieving this goal is complex as each situation is unique, and there …
When it comes to apartment communities, online reviews run the gamut. “Management—beyond words to describe how bad. They have attitude about everything. They delay, ignore and make excuses when it comes to addressing any problem. The building is in a fantastic location with unlimited potential for greatness. The problems have increased over the years and management’s attitude …
By Priyanka Agarwal, J Turner Research In an era when management companies and developers are going all out to woo residents and prospects with chic and fancy amenities, online reviews reveal that the most fundamental and singular factor that impresses them is exceptional customer service. Everything else falls into place if residents and prospects receive …