Customer Journey

The Ellis solution suite optimizes the customer experience at key touch points throughout the entire customer journey, from initial visit to move-out. We’ll let you know how you’re doing, and show you how you can do better.

Gain

Training

Improving Community-Wide Performance

Are you getting the best possible results for your properties? Maximizing the customer experience requires not just knowing how well you’re doing, but what specific action you need to take to drive change and improvement. We believe that truly successful training is not just done at on-boarding, but incorporated as an ongoing process of learning, redirection, and development for each industry professional.

Training Solutions Tailored to Your Needs

In our ongoing effort to partner with our customers for improved leasing and sales performance at all levels, we offer a variety of customized training resources to fit individual needs. From performance-based online training modules to specific classroom, web-based and eLearning training sessions, our goal is to help you align leasing performance at your properties with your organizational goals. Our apartment training is designed to make a measurable difference while also being educational, motivational, and yes, even fun.

eLearning

  • Micro learning courses geared to apartment fundamentals and compliance
  • Designed to educate, develop, and grow employees to perform at a higher level

In Person Training

  • Training: In Person Training Box: per previous discussions, please insert additional copy underneath the “Read more” line: In Person Training
  • In-person training can be delivered in half day or full day increments. In-person training includes a handbook as well as an accompanying presentation to help keep participants on track.

Performance-based Training

  • Personalized training modules tailored to areas of the mystery shop where the leasing professional has fallen short of expectations
  • Designed to redirect and reinforce techniques to sell your customer on living at your community.

Coaching and Mentoring

  • Includes an instructor review of most recent shopping report(s) and resident surveys for each participant, adding a personal touch that contributes to employee buy-in and long-term leasing training success
  • Provides one-on-one coaching to target any areas of opportunity for improvement

Show of Success

Improving Onsite Performance

Ellis offers a selection of seminars designed to improve performance of your onsite staff – from leasing professionals, to property managers, to maintenance personnel. Choose from a variety of seminars designed to help apartment leasing and property management professionals conquer challenges faced in daily operations and leasing, as well as empower maintenance staff to add greater value to the team.

Our apartment training seminars’ main focus is resident retention, and our property management seminar topics include basic leasing, lease renewal strategies, and marketing and teamwork, as well as programs for middle management and maintenance personnel. All our presentations can be customized to fit your company’s specific policies, philosophies, and corporate culture. We design our apartment training to make a measurable difference while also being educational, motivational, and downright fun.

Leasing Topics

  • LEASEMAKERS© – Basic Leasing Seminar
  • Powerful Telephone Techniques
  • The Service Technician as Leasing and Renewal Consultant
  • Success Through Teamwork
  • Don’t FREAK OUT About Fair Housing – Avoiding Costly Discrimination
  • Basic Leasing Skills
  • How to Identify Customer Needs
  • Relationship Selling to Improve Lead Conversion
  • The Leasing Presentation: Preparedness and Approach
  • Selling Benefits That Matter to Your Customer
  • Closing Effectively from the First Point of Contact
  • Follow-up Techniques and Post-Interaction Marketing

“LEASEMAKERS©” – Basic Leasing Seminar

This six- to seven-hour apartment training presentation is jam-packed full of the leasing fundamentals that will make your onsite leasing professionals successful. From telephone to closing, LEASEMAKERS highlights the critical components of an effective and productive leasing presentation. Best of all, the seminar promotes “Relationship Leasing,” a sales style that respects each rental prospect as a person with unique needs and wants, not simply a “piece of traffic” or the next leasing commission. LEASEMAKERS works! We’re so sure of its effectiveness, we offer a money-back guarantee!

Powerful Telephone Techniques

Thousands of apartment mystery shopping reports have proven that the telephone is by far the weakest part of most leasing presentations. Yet our study indicated that onsite professionals with outstanding telephone skills had a 90% chance of having equally effective onsite leasing skills. POWERFUL TELEPHONE TECHNIQUES is a four hour presentation that focuses on both beginner and advanced telephone leasing skills. Participants will learn how to turn the telephone into their most powerful leasing tool. You will see significant improvements in the onsite leasing, too, simply because of the increased awareness of these POWERFUL TELEPHONE TECHNIQUES. Considering the cost of advertising and making the telephone ring, can you afford to have onsite people with weak telephone skills?

The Service Technician as Leasing and Renewal Consultant

Not a seminar to teach your service technicians how to lease apartments, the service technician as leasing and renewal consultant is a half-day presentation that focuses on creating a “team effort” involving all onsite employees in the marketing and re-marketing (retention!) efforts of the apartment community. This presentation instills new pride in the maintenance person’s importance and contribution to the leasing and resident retention efforts of the property. This is one of our most popular presentations! Topics include:

  • The high cost of a resident turnover.
  • What residents REALLY want and how the maintenance department is the primary deliverer of these wants.
  • The service technician’s contribution to the leasing effort.
  • Basic Fair Housing for service technicians.
  • Every apartment community’s resident retention “Secret Weapon” (Yes, you guessed it!).
  • Maintenance etiquette on the property and in an occupied apartment.
  • How to Do Right . . . even when you don’t feel right.
  • Communication basics – getting what you need as a maintenance professional.

Success Through Teamwork

Coming together is beginning, staying together is progress, and working together as a TEAM is SUCCESS. This four-hour presentation teaches effective team leadership and membership concepts. The focus is communication, conflict resolution, team diversity and team motivation as they relate to a group of human beings working toward a common objective, goal, or “mission.” This is not just a leadership seminar; rather it is a seminar for all members of a team. You might call it a “team membership” presentation. It ends with a section on decision making from a personal standpoint; that is, how do I “decide” to be an effective team member or leader?

Don’t FREAK OUT About Fair Housing – Avoiding Costly Discrimination Complaints in Apartment Management and Leasing and Still have Fun!

Not just another Fair Housing Seminar! This presentation “celebrates” the federal Fair Housing laws and demonstrates how to use these to your benefit in marketing and leasing efforts. Fair Housing issues that impact lease renewals, resident services, and maintenance personnel are also addressed. This is a very informative, comprehensive, and enjoyable seminar that will equip the entire onsite team to be fully in compliance with Fair Housing. Who says Fair Housing Seminars can’t be fun?

Lease Renewal Strategy Topics

  • Really Revolutionary Lease Renewal Strategies
  • Achieving Customer Experience Stardom
  • The Service Technician as Leasing and Renewal Consultant
  • Success Through Teamwork
  • The Resident is Not the Problem

Really Revolutionary Lease Renewal Strategies

With the cost of an average resident turnover as high as $3,000, the concept of resident retention must be more than “lip service.” This four- to six-hour presentation explains the factors that make apartment residents want to STAY LONGER. Rather than community newsletters, resident parties, resident appreciation day, and other money wasters, REALLY REVOLUTIONARY LEASE RENEWAL STRATEGIES focuses on the four fundamental items that our residents really want! The seminar begins with the economics and financial justification for a solid resident retention program. This is followed by an extensive discussion of how to use the entire term of a resident’s lease to cultivate the lease renewal. We end with some concrete lease renewal strategies, including two specific lease renewal programs. These strategies are effective even with aggressive rental increases! REALLY REVOLUTIONARY LEASE RENEWAL STRATEGIES will challenge the traditional lease renewal efforts and procedures of the apartment industry and introduce a number of new renewal strategies that focus on flexibility and solid economics. The foundation of the seminar is simple: whatever renewal strategy can most enhance the value of the property is the RIGHT strategy. This one will stretch the brains of your onsite folks!

The Service Technician as Leasing and Renewal Consultant

Not a seminar to teach your service technicians how to lease apartments, the service technician as leasing and renewal consultant is a half-day presentation that focuses on creating a “team effort” involving all onsite employees in the marketing and re-marketing (retention!) efforts of the apartment community. This presentation instills new pride in the maintenance person’s importance and contribution to the leasing and resident retention efforts of the property. This is one of our most popular presentations! Topics include:

  • The high cost of a resident turnover.
  • What residents REALLY want and how the maintenance department is the primary deliverer of these wants.
  • The service technician’s contribution to the leasing effort.
  • Basic Fair Housing for service technicians.
  • Every apartment community’s resident retention “Secret Weapon” (Yes, you guessed it!).
  • Maintenance etiquette on the property and in an occupied apartment.
  • How to Do Right . . . even when you don’t feel right.
  • Communication basics – getting what you need as a maintenance professional.

Success Through Teamwork

Coming together is beginning, staying together is progress, and working together as a TEAM is SUCCESS. This four-hour presentation teaches effective team leadership and membership concepts. The focus is communication, conflict resolution, team diversity and team motivation as they relate to a group of human beings working toward a common objective, goal, or “mission.” This is not just a leadership seminar; rather it is a seminar for all members of a team. You might call it a “team membership” presentation. It ends with a section on decision making from a personal standpoint; that is, how do I “decide” to be an effective team member or leader?

The Resident is Not the Problem

How to Handle Resident Problems and Problem Residents. Sure, the customer is always right . . . but what about when the customer is not right? The interaction with residents is one of the biggest stress inducers of many apartment personnel. Demanding apartment residents cause much grief and sometimes burnout of our onsite folks. This three- to four-hour presentation teaches the property management professional how to identify resident “problems” and “problem residents” and provides creative and effective techniques for dealing with both. Proper response to all residents not only increases resident retention but also enhances the onsite person’s effectiveness while reducing employee turnover due to so called “resident abuse.”

Marketing Topics

  • Big League Marketing on a Little League Budget
  • Apartment Dollar and Sense
  • Why Apartment Reviews are Important
  • Why Your Blog Matters
  • How Social Media is Changing the Way You Do Business

Big League Marketing on a Little League Budget

More than just a collage of trendy ideas, this presentation teaches the “concepts” of impactful and effective apartment marketing: “People, Product, Price, and Promotion.” The focus is not simply on “advertising” but rather getting all other aspects of good marketing in place before spending those advertising dollars. People selection and development, product preparation, establishing competitive rental rates and incentives, and determining your best target market are discussed as they relate to producing the highest possible net operating Income for the community. The fundamental message of BIG LEAGUE MARKETING ON A LITTLE LEAGUE BUDGET is that if you understand and apply the apartment marketing basics, it is not necessary to spend Big League Bucks to make a Big League Impact.

Apartment Dollar and Sense

Apartment Economics for the Onsite Employee is a basic (and very interesting) overview of apartment economics. This presentation includes information on current apartment economic and development trends, as well as what to expect in the future. The seminar looks at the apartment industry from the owner/investor’s point of view, helping the onsite personnel understand why an owner may make certain decisions and policies that on the surface level do not seem to be in the property’s best interest.

Webinar Training

  • Live 30- to 60-minute training over the web to your onsite teams
  • Provides concise and effective training to target any area of improvement

Customized Fee-based Training. Ellis’ speakers and trainers deliver webinar training in powerful 30- to 60-minute segments based on the customer’s specific training objective. Participants enjoy a fun and information rich webinar presentation that includes a Q & A session at the end.

Ellis Bi-Monthly Complimentary Training. Free 30-minute classes for Ellis customers are held the 2nd and 4th Thursday of every month from 1:00 p.m. CT to 1:30 p.m. CT. The content includes a variety of topics from leasing and customer service to marketing, reputation management and social media. These training webinars are available on a first come, first serve basis to the first 500 registrants. View the educational calendar to review and register for these webinars. View and register for upcoming webinar events.

You Should Know

Training is an investment in the customer experience that easily pays for itself over time. Poor performance onsite cost your company 5X more to attract new customers and retain loyal customers.

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