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Customer Service Corner | Touring Policy

Monday, February 12, 2018

As leasing professionals a huge part of our day includes touring the community with prospective renters, and once you've been at a community for long enough the tour experience can start to feel stale. It's important to remember that your prospect is stepping foot in a new place and therefore has a different perspective when taking everything in. At HallKeen we want to exude pride in our properties from the beginning of the leasing experience to the end.

Here are 5 tips on how to refresh your touring technique and infuse some fun into your every day tours.

1) Review your route ahead of time.

This first step is all about time management! You may not have the opportunity to review your tour route every day, even though that is ideal. Make a plan that works best for your schedule and stick to it. For some of you this may mean taking a half hour every Monday to walk your tour route of the common areas to check for burned out lights and refilling air fresheners to last the week. 

2) Start with your best foot forward!

Be prepared for whatever situation will walk into your door for your day's tours. This can start with confirming your day's appointments the night before, and also includes being open to talking walk ins. If you fill out manual guest cards, fill in as much information as possible and be prepared to greet people with their name when they arrive!

3) Don't be a robot!

Most of us have a standard monologue that starts off the tour route, which as with anything you've said several times can start to feel old. Avoid sounding scripted by keeping this opening speech conversational. Figure out where you can ask questions of people to make the informational first part of the tour feel tailored to them.

4) Make adjustments as you go.

No two tours are created equal so you don't need to treat them that way. If this prospect doesn't have a car, you don't have to do your usual pitch regarding the parking garage. If you run into an ornery resident, use this as an opportunity to showcase your customer service skills, while still maintaining that your time currently belongs to the prospect you are with. And if you run into some trash on your tour route- for goodness sake please pick it up and your your prospect that you care about the well being of the property. 

5) Invite compliments and criticism.

Once you reach the apartment and have done everything you can to enter into an inviting home (lights on, good smells, model tidied), let the prospect take the wheel and steer this part of the tour. Ask open ended questions about how the apartment is making them feel and let them know that you want to hear the good and the bad. You can't overcome an objection until you've heard it.

 

As always, we want our staff members to put SAFETY FIRST when it comes to touring, so make sure to review the HK touring policy if you need a refresher.

 

Do you have something you want to read about on the HK blog? Send your suggestions into marketing@hallkeen.com and we will make it happen!

 

 

 

 

 

 

 


Customer Service Corner | Phone Ettiquette

Tuesday, January 23, 2018

It just isn't a leasing office if the phone isn't ringing off the hook with any number of folks looking for answers. Whether it's a prospect who could be your next lease, a resident who needs to give a service request or the mailman looking to be buzzed in the front door, it's important that every time we pick up the phone we give our best first impression to whoever is on the other end!

Here are 4 tips to put your best foot forward on the phone:

1. Take a deep breath, and smile!

While it might sound like a cliche, a smile can make all the difference in your inflection when you answer the phone! In the same respect, your prospect or resident can hear your bad attitude if you are rolling your eyes or uninterested in the conversation. Taking a deep breath and resetting your mood with a smile before answering will start your conversation off on the right foot.

2. Come up with an innovative greeting!

Most businesses answer with a generic version of their name and "How can I help you?" so this is a real opportunity to set yourself apart! Do you have a current promotion you can answer with? What about a cute pun that includes your property name? Be creative!

3. Identify everyone in the conversation.

Who are you? Let them know in your greeting! Who are they? Find out so you can make a seamless transition into asking for their contact information later in the call. Pro tip: don't OVERUSE their name, but reinforce that you remember by ending the call with their name.

4. Be thorough!

We all know that we need to identify the needs of our customers on the phone, but when asking key questions about someone's apartment search or the work order they need to put in, remember to go through all the details and go above and beyond where you can. 

 

Even though answering the phone can be an interruption, remember not to treat your phone calls like a chore! Put your smile on and go forth to put your best customer service forward. 

 

 

 

 


13 Signs You're Making Leads a Priority

Tuesday, July 12, 2016

1. Lead-tracking technology

Demand generation and leasing effectiveness can only be successfully measured if a lead-tracking tool is in place.

2. Assessing Marketing Effectiveness

When looking at your marketing strategy and the effectiveness of your advertising, it’s important to consider what works best for leasing conversions.

3. Website oversight

When is the last time you took a good look at your community’s website?

4. Only using sources that produce quality leads

Insights into demand cavaties tell us precisely where and when we need to stimulate demand.

5. SEO

Search engine optimization (SEO) is the largest marketing channel – making up 51% (on average) of traffic for most companies.

6. Claiming listings

Local search SEO starts with claiming your listings.

7. Managing online reputation

If you’re not onboard with a reputation strategy by now, you’re losing leads by the hour.

8. Social media presence and voice

It’s no secret that having a strong social presence has become more important for apartment communities.

9. Blog / content marketing

Frequently producing and pushing out content to the web keeps your website fresh, informative and appealing.

10. Audit community data in all areas

Take the time to make sure this information is correct and consistent on your website, social media platforms, advertisements, and anywhere else your community may appear.

11. Paid Ads

“Pay to play” is almost a necessity given seasonal occupancy and demand generation challenges.

12. Effective “Contact Us” lead feature on website

You don’t want to disregard potential leads, nor do you want to allow an influx of low-quality leads sneak in.

13. Setting goals & incentives for your team

Letting your on-site teams come into work each day without clear goals or incentivized production and expecting big things to happen is foolish.

To read the full article go to:
http://www.multifamilyinsiders.com/multifamily-blogs/13-signs-you-re-making-leads-a-priority


What Makes an Awesome Amenity?

Friday, May 13, 2016

Here are three reasons as to what makes an awesome amenity valuable:

1) Increased Value for the Resident

An amenity may be a deciding factor when selecting a community for future residents. Know who your residents are and what they want; it’ll make a huge difference.

2) It Makes Life Easier

A good amenity is one that makes users question how they lived without it until now. Basic examples include laundry capabilities and on-site transportation services like Zipcar.

3) Keep It Simple

Amenities don’t need to be elaborate. Electronic and keyless entry systems are affordable and a community maintenance team can install them. This is a simple upgrade and may be just the amenity needed to boost leases.


Creating a Successful Community Garden

Thursday, April 21, 2016

A resident community garden is not just a great way to get residents socially interacting with each other, but to garden and grow food!

Here are a few benefits to having a Community Garden:

  • Give residents access to fresh, healthy food...
  • Reduce residents’ monthly food costs
  • Improve resident health
  • Create social activities for isolated seniors

To learn more about Creating a Successful Community Garden for Residents click below to get your complimentary download:

More than a Place to Live:
Good Food & Healthy Living for Residents & Staff