4. MAKE SURE YOUR PROPERTY
STAFF IS NEVER RUDE OR
CONDESCENDING
If your property staff is rude or
condescending, even once, you will not keep
your residents. This is the most overlooked
reason for resident turnover. In fact, 42%
of renters will go elsewhere over a rude
property staff. I’m not just talking about
leasing agents, everyone on property has the
potential to have contact with prospects and
residents and be rude and condescending.
Example: Someone comes to the property
and the on-site staff doesn’t even say a
simple “hello”.
Can you imagine going to a party,
walking in and nobody even acknowledges
that you’re there? That would be rude.
A lot of people don’t realize they are
condescending - maybe because there’s no
awareness of your obligation to provide
customer service to residents and prospects.
Have you ever said any of the following?
• “Sir, our address is on our website”
• “It says it right there in your lease
agreement”
• “Did you see the package pickup policy?
It’s right there” 6. NO NEGA TIVITY ALLOWED ON
PROPERTY
• “The late policy is written on your lease” When you are being of service to a
resident, you must be positive. Having a
great attitude is a prerequisite to property
management. The only reason someone will
renew their lease if you don’t have a great
attitude is for a lower rent.
You can’t afford to lose prospects and
residents over rudeness and condescending
attitudes. This kind of communication
should never be allowed.
5. “NOTHING BEATS THAT NEW
CAR SMELL”
Many property managers overlook the
fact that residents may leave the community
because of something as simple as their
apartment being dirty.
Find a way to give them that “new car
smell” without having to move from the
community. Offer to have a professional
cleaning company come in if the sign the
renewal. Can you have the unit painted
while they are at work? Can you have the
carpets cleaned for them.
Communicate with your residents,
sometimes simply cleaning the carpets or
touching up the paint is all they need to
stay another year in the unit.
You need service in your heart. Dress
professional and carry yourself like a winner.
Make your community a no negativity
zone. Treat everyone with a great attitude.
Go out of your way to help somebody else.
It feels good to contribute.
Find ways to say no positively. Most
people say things like, “I can’t do that”, “It’s
impossible,” etc. but how can you make
these statement more positive?
7. BECOME THE “APPLE OF YOUR
MARKET” AND CREATE MORE
DEMAND FOR YOUR PROPERTY
We see this phenomenon repeatedly
at Multifamily Traffic; once we make a
community the #1 property on Google in
its market, not only does traffic increase ten
AsphAlt And tennis Court MAintenAnCe
AsphAlt And tennis Court MAintenAnCe
• inFrared repair
• inFrared repair
• cracksealing
• cracksealing
• sealcoating
• sealcoating
• tennis court resurFacing
• tennis court resurFacing
& maintenance
& maintenance
303-423-4303
303-423-4303
www.coatingsinc.net
www.coatingsinc.net
www.aamdhq.org
Free estimates | in business since 1970
Free estimates | in business since 1970
MAY 2018
TRENDS | 47