1. Saying Sorry Is Easier Said Than Done

    Last week as I was heading to the airport to catch a flight from Mobile to Atlanta, my phone buzzed with a text alert from Delta. I knew what it was before even opening the message-- a flight delay. Thirty minutes later, along came another text informing me of a second delay. In the airline industry this is a classic example of a service pitfall. When travelers are told a flight will depart at a c…Read More

  2. Aparment Living: What About Generation X?

      With the apartment industry still positively trending with record low vacancies and consistent rent growth, much of the focus and success has been contributed directly to Millennials and Baby Boomers.  Though this is predominantly the case, not much seems to be said about the generation in between the two, the so-called Gen-Xers. Born between early 1960 and roughly 1980,  Generation X consist…Read More

  3. Creating a Novel Incentive By Justin Coleman

    I recently had the opportunity to read Think Like a Freak by Steven D. Levitt and Stephen J. Dubner, which was a great read and I recommend it to anyone in any industry. At its core, the book is meant to teach you how to think about and approach problems with a different attitude and mindset. One particular excerpt from the book focuses on the importance of handling how you incentivize people, but…Read More

  4. Don’t Lose Your Prospects: Applying Behavioral Economics to Leasing

    Are leasing agents salespeople or customer service representatives? If you ask someone who knows the ins and outs of the industry they would say that truly great leasing agents are both. An excellent leasing professional needs exceptional sales skills to close the deal, but then be able to transition to a customer service representative who can fulfill the promises made during the sales process an…Read More

  5. Need marketing materials? Canva will help you design them.

    When it comes to graphic design, my tool box is pretty light. The beautiful work that comes from graphic designers never ceases to amaze me. The stunning visual content they provide is appealing to any business owner. Professionally done design work and marketing materials can help drive traffic to your website, social media outlets, and to your property. Unfortunately, most of us are not graphic …Read More

  6. Why is the NBA Advertising on HGTV?

    The last place you would expect to see a commercial for the National Basketball Association would be during Nick at Nite on Nickelodeon or during an episode of House Hunters on HGTV. However, according to Ad Age, the NBA will begin advertising on these television channels as part of a new strategy to attract more viewers. The campaign called “This Is Why We Play” highlights fans, kids, players…Read More

  7. 4 Ways To Utilize Snapchat At Your Apartment Community

      When it comes to connecting with your residents and prospects, you as a member of the leasing office need to be exploring as many avenues as possible to use to your advantage, especially the free ones.  Do not make the mistake of thinking that prospects and residents only use Facebook and Twitter.  In fact many people are actually starting to use many aspects of social media, like Facebook (t…Read More

  8. Getting Comfortable with ‘No’

    “Are you comfortable hearing the word ‘no’?”  This is a question often asked during the leasing agent interview process and while most interviewees say they’re exceedingly comfortable with rejection, the reality is that few are. With the industry’s average closing ratio hovering around 30% one can only assume that leasing agents are in fact scared of the word ‘no’ and are retreati…Read More

  9. How to Handle Unhappy Residents

    It can happen at a moment’s notice: Your leasing agent is sitting with a prospect, hopefully describing all the great benefits of living at your community, when an unhappy resident bursts into the leasing office to frantically express their distaste for some recent occurrence.  This is no time to panic. While there may be no easy button fix, there are a few tips that can help diffuse the situat…Read More

  10. Utilizing SWOT Analysis

    In the fast-paced environment that is the multifamily industry, it can be easy to get caught up in the day-to-day activities of the office and forget the big picture. However, it’s important to take a step back once in a while to make sure your property is on the right track and making progress with goals and objectives. One of the easiest ways to accomplish this task is by conducting a SWOT ana…Read More