As markets grow tighter, supporting the raising of rental rates becomes more challenging. It’s easy to find yourself tongue-tied when a prospect asks why the rates at your community are higher than at another they’ve visited. Here are some common fumbles, bumbles and apologies to avoid when asked about higher rates:Read More
One of the most important services of the leasing staff is coordinating the onsite professional response to a maintenance request. This can be a key indicator in how long you keep a resident.
These days, most service requests are submitted through an online format, which can present a challenge in providing a personalized response. Therefore, our goal is to figure out how to turn an online service request into a memorable and unique experience for the resident. Consider every service request you receive an opportunity to showcase your strengths as a community.
Do you believe a resident’s experience ends as soon as the lease is signed? Or do you believe the resident’s experience only takes place during a customer service related transaction?
Believe it or not, the customer experience is a rather complex journey for your residents, and it never expires. An incomplete or difficult customer experience can lead to a decrease in leases and frustrated residents.
A good reputation, resident referrals, and a solid, predictable community ends and begins with your residents. It’s no secret that your residents are your biggest asset, even bigger than your $40+ million property. Because of this, creating a better focus on customer experience and retention is key. To begin this focus we need to take a peek at a few statistics of why customers leave in the first place: 68% are unhappy with service, 14% are unhappy with product, and 9% move to a competitor.
The art of persuasion – not to get confused with manipulation- lies in simplifying something down to its core, and communicating to others what they really care about. Manipulation, however, is coercion through force to get someone to do something that is not in his or her own interest. Persuasion is the art of getting people to do things that are in their own best interest that also benefit you.
You remember the saying “You never get a second chance to make a first impression”? Well, it is only partly true. The first impression is indeed very important. It’s very memorable, as well. But there is so much more than the first impression. Because multifamily is, or should be, heavily focused on the customer experience, the impressions never stop. It happens when a resident submits a service request and even when she picks up a package. Impressions are at every single interaction. Read More
We’re one month into 2015, and we’ve already noticing a few trending topics. One of those topics is customer journey maps. This is more than just a buzz word. With our every growing focus on the customer experience, we think this topic is here to stay.
So what is a customer journey map? It is a framework that maps the resident lifecycle. That’s the easy definition. The more complicated definition is below.
We are facing a new challenge. All of the product coming online looks the same. And, it looks just like the product that was built two years and even three years ago. This means that you have to work that much harder to tell your story and find your differentiators. It also means that the customer experience should be at the very top of your list of priorities, because you are what make your community different than all the others.
Once upon a time, good customer service was top priority for many companies. In fact, companies regularly affirmed their promise and commitment to good service. For some companies, customer service was a key factor, while others wore it like a badge of honor. Read More