winter is coming part 3: 30-day plan to increase referrals

PART THREE

PRESENTERS

Nicole Jones ApartmentRatings Specialist

Jennifer Carter Director of Client Performance

THANKS TO OUR SPONSOR!

Perception of Value

LEASING DRIVERS - PT 1

Community Appearance

Apartment Appearance

2017 Online Renters Study

RENEWAL DRIVERS - PT 2


Quality of Maintenance

Safety and Security

Perception of Value

RECOMMENDING DRIVERS


? Perception of Value ?

#1 – PERCEPTION OF VALUE

“Would my friend…

…feel like they’re getting a good deal ?

…feel like they have access to

everything they pay for?

…have their concerns handled quickly and efficiently?

Would I recommend my

community?

AUDIENCE POLL

What is the #2 Would

Recommend Driver?

RECOMMENDED DRIVERS


? Perception of Value

Office Responsive

and Dependable

#2 – RESPONSIBILITY & DEPENDABILITY


…feel staff responds quickly

…feel staff follows through

…feel service requests are handled promptly

…feel staff is available when needed


community?

#2 – RESPONSIBILITY & DEPENDABILITY

Best Practices

• Divide and Conquer resident call backs/emails (2 hours)

• Adhere to service request policies

• Contact resident on maintenance delays

• Extend office hours to

accommodate residents

AUDIENCE POLL

What is the #3 Would

Recommend Driver?

RECOMMENDED DRIVERS


Perception of Value

Office Responsive

and Dependable

Sense of Community

#3 – SENSE OF COMMUNITY


… feel neighbors are their friends

…see staff as extended family

…feel the staff knows their name

…feel every team member is a “go-to” person


community?

#3 – SENSE OF COMMUNITY

Best Practices

• Out of the box resident events • Celebrate residents • Share employee bios and stories

• Get to know all residents

Residents willing to vouch for the

community drives referrals

HERE’S THE THING…

72%

would recommend if they were truly

happy WITHOUT needing a bonus

HERE’S THE THING…

AR HotJar Poll, 2017

Focus on Resident

Recommend Drivers

THE SOLUTION…

KEY TAKE-AWAYS

TOP 3 DRIVERS FOR LEASING

PERCEPTION OF VALUE

APARTMENT APPEARANCE

COMMUNITY APPEARANGE

TOP 3 DRIVERS FOR RENEWING

PERCEPTION OF VALUE

SAFETY AND SECURITY

QUALITY OF MAINTENANCE

TOP 3 DRIVERS FOR RECOMMENDING

PERCEPTION OF VALUE

RESPONSIBILITY & DEPENDABILITY

SENSE OF COMMUNITY

KEY TAKE-AWAYS

LEASING RENEWING RECOMMENDING

“I want tangible proof that what you’re charging is

worth what I’m getting.”

“I want to know what I am paying for is in working

order and the team is doing their part regarding

safety/security issues”

“I want to know my friend/family member will be treated as well, if not

better, than I’m being treated”

YOUR 30-DAY PLAN

Perception of Value Responsibility & Dependability

Sense of Community

Email Your Residents community capital upgrades to show

where the residents money is being spent.

Complete opening duties within 1 hour.

Delegate emails, voicemails, walk

property

Celebrate residents birthdays, anniversaries

or accomplishments

FOCUS 2018 User Experience & Education Conference

FEBRUARY 26-27, 2018

THE LINE HOTEL Los Angeles, CA

ApartmentRatings I SatisFacts

THANKS FOR ATTENDING!

SEE YOU NEXT MONTH!

winter is coming part 3: 30-day plan to increase referrals

Real Estate