Dec
30
There are few things more frustrating to me than spending 20 minutes explaining my problem to someone in “Customer Service” only to be bounced to another person, explaining everything all over again, and then being bounced to yet another person. What these companies really need is an “I Am Annoyed” Department to call AFTER you […]
Dec
26
So you got a bad review. It isn’t the end of the world if you have a reputation management strategy in place that minimizes the damage of the occasional Negative Nancy. Reputation management is not about controlling what others say. It is about letting go and managing the information you can control. This includes the […]
Dec
23
The Disney brand is one of the most powerful in the world! They successfully deliver their message, confirm their credibility, connect emotionally with customers of all ages, motivate their customers, and build extreme customer loyalty. Their brand resides within the hearts and minds of customers old and young. So, what happens when something gets in […]
Dec
12
One poor customer experience can erase one hundred positive customer experiences, because the last impression is the most memorable. When a prospect leaves your property, they will quickly forget the details in your apartment homes, but they will never forget how you made them feel. This is why the customer experience is so important. Our […]
Dec
05
Why should you reward your residents? Your residents are your advocates. And working with and identifying your advocates is not a ‘nice to have’ marketing plan or effort. It is a must have. We need to establish a sense of loyalty to our residents, because giving our current residents the right attention and focus is […]
Dec
02
Let’s cut to the chase. Every apartment community has one – the ‘loser’ apartment. It could be the location, features, or something else, but for whatever reason we can’t seem to get it leased. With every potential renter, our internal sales/marketing voice demands: “I think I can… find the beauty. I think I can… turn […]