RADISSON HOTEL DENVER SOUTHEAST
MISS MANAGEMENT
CAROL LEVEY | LEVEY ENTERPRISES
Working with your team when being shopped
I manage a large apartment community for a private owner that has recently become concerned about lagging leasing results. The owner has indicated she wants professional video shops carried out by an outside contractor. I have never been a fan of this approach because it just puts everyone on edge and shopper’ s observations are often very subjective.
Can’ t say I disagree with your concerns. I have seen outside shops that were ineffective, unfair and disruptive to a leasing team. Having said this I also realize that the owner has legitimate reasons to demand that a plan is in place to improve leasing results.
• Every leasing team can become complacent. This can happen during times of heavy leasing traffic and / or rising rents.
• Leasing must have informed expectations with accountability for results.
• Regular communication with the team combined with ongoing research and coaching to maintain correct market knowledge and consistent presentation skills will keep everyone on the same page.
• Finally, periodic video shops have become the norm in our modern era of increasingly demanding customers along with less risk tolerance for mediocre service providers.
The likelihood is that you will be expected to manage a bit differently so here are some tips for effectively contracting and utilizing video shops.
• Like all outside industry suppliers you have responsibility to choose the quality and the methods you can expect from the contract, technologies and people being brought on to your property and having access to your team. Does the contract spell out terms of what, how and by whom? Is there a standard form that outlines the interaction on the phone and in person? What provisions protect against a subjective evaluation?
How are the shoppers trained to conduct themselves? How well is your team trained on the purpose of the shops and how should the results be utilized to increase effectiveness?
• The features and benefits of video inclusion should be explained, discussed openly and agreed to by individual team members.
• Sensitive follow-up and practice can calm fears and create a positive learning environment.
• As a management tool this process allows us to identify areas needing improvement making for a win-win situation.
IMPACT. INFLUENCE. INSPIRE.
February 15, 2017 | 11am-1pm
RADISSON HOTEL DENVER SOUTHEAST
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Visiblity Wins! How to Attract the Best Residents & Create an Army of Raving Fans
WHAT YOU WILL LEARN:
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In this highly entertaining, thought provoking and actionable presentation, business marketing and branding veteran David Avrin, CSP will show you and your team how to discover or create meaningful differentiators to gain visibility, earn mind-share and build your brand. www. aamdhq. org FEBRUARY 2017 • TRENDS | 13