6 Reasons to Resuscitate the Pen and Paper


Unlike email, handwritten notes are unusual. They take minutes or even hours to draft, each word carefully chosen with no “undo” or “auto-correct” to fall back on. Composing a handwritten note involves selecting stationery, paying for stamps, and visiting a mailbox. This indicates investment .and creates value. According to the U.S. Postal Service, handwritten letters […]

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5 Reasons to Resuscitate the Pen and Paper


When was the last time you received a handwritten letter in your mailbox? Today’s typical home receives a personal letter about every seven weeks. According to the U.S. Postal Service the striking decline in letter-writing is “primarily driven by the adoption of the Internet as a preferred method of communication.” But unlike e-communications, handwritten notes […]

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Resident Retention


Acquiring customers isn’t cheap or easy. In fact, acquiring new customers can cost as much as five to seven times more than simply retaining your existing customers. Shifting our focus from lead generation to customer experience sounds like a no brainer, right? Focusing on the renewals rather than acquiring new leases is easy. Why? Because […]

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Communicating Value


When you read ‘communicating value’ and begin to relate that with the sales and leasing process of the apartment industry, you probably presume that you are already communicating said value to your customers and in multiple ways: advising them on how to arrange their oversized sectional, the perks of living at a XYZ community, and […]

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Disney’s 5 Magic Tricks That Build Extreme Customer Loyalty


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 […]

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CUSTOMER LOYALTY: Teach Employees How to Handle Complaints


In in previous blog, Go Ahead…Encourage Your Residents to Complain, I shared some examples of how encouraging resident complaints can improve their customer experience and increase customer loyalty.  While it is important that employees make it clear that they welcome complaints, all too often they are not given the tools they need to handle complaints […]

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