Week 8 Results & Prizes

The prizes for the final week are as follows:
GOLD: 1/2 a day "Paid Time Off"
SILVER: 2 hours "Paid Time Off"
BRONZE: $10 Starbucks/Dunkin Donuts Card

Team Canada (Keith's team) took home the gold again this week for a total of 66 leases in weeks 7 & 8.
Silver goes to Kenya (Debbie's team) with 61 leases and Nigeria (Derek's team) got Bronze this week with 55.

The Grand Prize Winners will receive one of the following prizes ($100 value) as well as lunch:

·         One Day “Paid Time Off”

·         Spa Treatment

·         Round of Golf

·         Sporting Event Tickets

·         Tickets to an Amusement Park

·         Restaurant of Your Choice

·         VISA Gift Card

·         iTunes Gift Card

·         Amazon Gift Card

GOLD goes to: Canada (Keith's team) with 234 leases!

SILVER goes to: Nigeria (Derek's team) with 218 leases!

BRONZE goes to: Kenya (Debbie's team) with 208 leases!

Great job everyone!

Internal Outreach Marketing

Outreach marketing really should be divided between two categories, Internal Marketing and External Marketing.  Internal Marketing is the “resident fulfillment factor” for resident referral.  When we think of outreach marketing, we typically do not focus on our current residents.  Instead we simply put them in the resident retention category, but are we missing out? 

Here are some ideas that you can use for Internal Marketing because even the most clever and creative ideas for marketing apartment communities can become stale in less than six months. We need to make sure we stay on top of industry and economic trends. One thing that never changes or becomes stale is the importance of promoting a resort-like feel that comes with the community. Remember that “home” is the # 1 travel destination. This idea should also reinforce the thought that Property Managers should identify specific needs and tastes of their residents and act accordingly.

• More than 1/3 of those who have a pet, own a dog. So, host a “Yappy Hour” instead of a “Happy Hour”.
• Track the type of retail packages delivered to the leasing office. If an abundance of them come from Avon, host an Avon party.
• Communities should promote many of the basic maintenance duties they already perform. This creates an impression of even more amenities.
• A community’s web site pages could offer a clickable link that translates the text into Spanish.
• The most popular welcome gifts today are computer memory sticks, laptop lights and cell phone covers. Surveys show that more than 80 percent of those who receive valuable gifts remember who gave them the gift.
• Valuable coupons and gift cards for things such as gasoline are a better alternative to rent concessions.
• Mr. Wake-Up is an actual web site you can use to take your customer service to the next level. Many of us have hectic schedules and could use a little help in the morning getting out of bed. Now residents can use this unique resource to wake up and smell the coffee a little easier. www.mrwakeup.com
• Early Bird Winners can really help you with your resident referrals. Instead of giving money off the rent or movie tickets, get more bang for your effort with a pizza delivery to your winning residents work. Now everyone will want to knowwhere they live!
• Value Recognition Payments, otherwise known as RENT, can now take some direction from the food service industry. Why not take your service to the next level for that very busy time of the month and start Curbside service on the 1st of the month, with breakfast-to-go bags!
• If a picture paints a thousand words…then why not give our prospective residents a disposable camera to take with them as they look for a new home?! This company can even print a 4-color message at the bottom of the photo. When the prospect gets the film developed, the message from you appears! Call 818-772-4528 for details, or email: captioncam@earthlink.net.  
• Build a referral program. All sales professionals will confirm that the hottest leads come by way of referral. The trick is to develop a strong relationship with your residents. Every referral you make today is a potential referral coming your way tomorrow. Once a quarter have referral party for all residents to invite a friend and enjoy the community. Whether you have a BBQ, cocktail hour, seminar or buffet, encourage residents to bring their buddies!

Remember, one of the keys to a successful apartment community is a happy resident who would not think twice before referring one of their friends to be their neighbor.

- Team Kenya (Debbie's team)

The water doesn't know your age.

If you're feeling stuck, Olympic swimmer and motivational speaker Dara Torres offers some great advice: the water doesn't know your age.

Think of "the water" as your workplace. While some of us may be chronologically older than others, it's essential to remember that each of our team members brings a unique experience and personality to the office every day, and those combined experiences and personalities create the teams that our residents rely on. Our age isn't nearly as important as what we bring to the table: knowledge, enthusiasm, professionalism—the list goes on and on.

As we approach the end of our leasing contest, consider this: How can we work together to make the most of our collective backgrounds? How can we provide our prospective residents with the very best experience, and how can we extend that same level of service to our residents?

Happy leasing!

Week 7 Results

Kenya had the most leases this week with a total of 35.  Prizes will be awarded next week for the most leases combined in weeks 7 & 8 as well as the grand prizes!

Weekly Totals

Grand Totals

Week 6 Results & Prizes

Prizes awarded this week goes to those teams that had the most leases over weeks 5 & 6. Winners this week will win the following prizes:
Gold: $50 VISA Card
Silver $25 VISA Card
Bronze: $10 VISA Card

And the winners are....
Gold: A tie, Nigeria (Derek's team) and Canada (Keith's team) with 59 leases.
Silver: Germany (Nick's team) with 41 leases.
Bronze: A tie, Jamaica (Jeff's team) and Sweden (Tim's team) with 40 leases.

Weekly Graph

Grand Total Graph

Reaching Out When it Comes to Outreach

It’s almost as dreaded for some as selling over the phone…showing up to businesses you have never been armed with pens and brochures.  You run in, tell the business all about YOU and then leave, only to repeat the process to 10 more companies.  But what is it we’re trying to accomplish when completing outreach marketing and why do we so seldom see it pay off? 

There’s a great book by Dale Carnegie (written nearly 100 years ago) called “How to Win Friends and Influence People”.  The premise of the book is as simple as its title; being likeable, praising others and getting people to produce YOUR desired result by putting THEM first.  Carnegie believed just by asking others questions about themselves and showing genuine interest had the power to open limitless opportunities both professional and personally.

The next time you head into the local chiropractor’s office, the nearby Gold’s Gym or the government contractor you’ve been trying to break into, try these examples and see if it doesn’t help you build a lasting relationship and help put your community at the top of their “preferred” list:

• Hi, how are you today?  I work at Northgate Apartments and I was curious if you have any information we can include in the move-in packets for our future residents?  People are always coming into our office asking where the best chiropractor is, and I would love to be able to pass along your information to them.
• Good afternoon, I work at Crofton Village Apartments.  We do not have a fitness center, and our residents always want to know where the best place to work out is.  Do you have any literature we can pass along to our residents as your gym is the nicest around?
• Hello there, I work just down the street at Mission Place Apartments and we have so many residents that are always asking where a great veterinarian is.  Would you have any information available that we can include for all current and new residents?  We’ve read your reviews on Yelp and this is where we know our resident would trust to bring their pets. 

While the dialogue would go on much further and more questions would need to be asked by you to show an interest in them, notice how each time, the question is how we can help get their name out to our residents and not the other way around.  This is where relationships, the lasting ones at least, are formed.

Remember how good it made you feel the last time someone asked how your vacation was, or told you how you were the best at something?  Please keep this in mind the next time you are out completing outreach.  And it certainly won’t hurt to bring some bagels or a fruit basket to hand out because after all, food is the way to anyone’s heart.

-Team Nigeria (Derek's team)

Don't forget about resident retention

Resident retention is always important, however, during the spring and summer months where most properties have the majority of their lease expirations is the time of year where your efforts really pay off. With the improving economy several of our properties are now asking for substantial rent increases on renewal. If you want them to stay you must be providing your residents with superior service. You avoid the expense of re-renting the unit and the associated turnover costs involved when residents renew their lease....This is a big savings to the property.

A percentage of your residents are going to leave due  to purchase a home or a job transfer. No matter how good your service is there is no saving these residents. However, there is a portion of your residents that will renew  if they are happy with the property and its service. Industry data indicates that excellent maintenance is the #1 most important item residents want at their property. Conversely, poor maintenance is #1 reason residents choose not to renew their lease.....So make excellent maintenance of the property your top priority!

There are several cost effective ways to offer little incentives to residents at renewal time. Carpet cleaning and lighting fixture upgrades are very popular among our properties. In addition, with the high price of gas right now, pre-paid gas cards can also be a nice gesture. Does anybody have some other good ideas?

As mentioned earlier, many of our properties are getting large rent increases at renewal. Because of this there are times where  a resident will resist renewing because of the increase. This is a great opportunity to expound upon the value your property offers such as its great location, its resort style amenities, or its top shelf maintenance staff! If price is still an issue you can educate the resident on all the costs and the hassle associated with them moving from your property. When a resident factors those costs into the equation, the rent increase you are asking for may not seem as big as they previously thought. Does anybody have any other ideas on overcoming objections to rent increases?

- Team Jamaica (Jeff's Team)

Week 5 Results

The team bringing in the highest amount of leases this week was Canada (Keith's team) with 28 leases. Next week prizes will be awarded to the 3 teams that scored the most leases combined from this week and next.

Weekly Totals

Grand Totals

Week 4 Results & Prizes

The results are in! It is still a close race going into week 4. Taking home the Gold this week is USA (John's team) with 63 leases. Kenya (Debbie's team) took Silver with 59 leases.  Bronze goes to Canada (Keith's team) with 55. Great job everyone!

The prizes this week are as follows:
Gold: $40 gas card
Silver: $20 gas card
Bronze: $10 gas card

Weekly Graph

Grand Total Graph

QR Codes

What is a QR Code?

For those who do not know what a QR Code is, it is that funny looking square barcode that has been popping up more and more lately.  These codes can be found on everyday items such as food nutrition labels, marketing flyers, and consumer catalogues.  Information contained within the QR Code can range from anywhere from an electronic business card to an entire product manual.  Within Dolben, a QR Code can be easily generated by the Marketing Department and are used in a number of different ways.  Here at Longview, we have QR Codes that will bring residents to one of three locations, either our Facebook page, iDolben, or our website (longviewapartments.com).

 

When using a QR Codes, it is important to remember:

1)       QR Codes can only be scanned by using an application designed to scan them with a Smartphone.  A traditional mobile phone will not be able to scan these.  The app scans the Code using the camera and processes the information instantaneously. 

2)       The QR Code itself must be in a color that is easily distinguishable from its surroundings, such as a black code on light background and not a dark green over a slightly lighter green.

3)       Sizing of the QR Code should be approximately 1” X 1”.  It is possible for it to be a bit smaller, but this size is a good rule of thumb to go by.

4)       The QR Code is going to link the consumer to a webpage or information immediately on their mobile phone, so it is important that the information being provided is complete and easy to navigate on a mobile phone.

Potential Uses:

1)       Printed on labels and put on resident packages when they are picked up at the office

2)       On resident referral flyers, so the new referral can view the website and contact us directly when they view the flyer

3)       All Facebook material and promotions

4)       Can be added to tag flyers and corporate outreach material, so instead of ripping a tag they can simply scan and see our product immediately

5)       On the back of business cards and brochures.  These QR Codes can contain contact information and be used as an electronic business card so the property can be contacted by email or telephone simply by scanning the QR Code.

Tracking Usage

We have the ability to track the usage of each QR Code.  The metrics & analytics can be easily provided in order to be able to see which codes are being used and how often.  This information can be invaluable, as it shows whether or not the materials being used to promote the property and the code itself are effective or not.

-Team USA (John's Team)

Canada (Keith's team) is pulling ahead this week with the most leases this week and overall.  They captured 32 leases this week and have 86 to date.  It is still a close race and anyone's game.  Prizes will be awarded next week to the three highest teams. Keep up the great work!

Weekly Leasing Graph

Grand Total Leasing Graph

Tough week? Remember the basics.

Sometimes, it can seem like nothing is going according to plan. Calls aren't converting to tours, and tours aren't converting to leases. When that happens, remember that YOU have the power to turn things around. If you're wondering where to start, go back to the basics. Are you answering the phone with a smile? Standing to greet your prospective residents? Following up to stand out? These actions seem small, but they can make all the difference.

This short clip, featuring Kerri Strug nailing a vault on one foot (!) during the 1996 Summer Olympics, reminds us that even when we're hurting, we can still push ourselves to achieve great things.

Wishing you all an an Olympic-worthy week of leasing!

First Impressions - Lasting Impressions

You only have one chance to make a first impression, so make it count!  Whether it is on the phone or in person, take the time and give them your complete attention. 
View your morning drive/walk through the property keeping this in mind.  Remember, what you see will be what someone who has never seen your community before will see. What impression does your office or clubhouse provide? Make sure it shines!

There is a great website that was brought to our team's attention that provides not only additional thoughts on Positive First Impressions, but a great deal of other ideas too. Visit LeasingCafe.com for more.

Please share one thing that you do to ensure a positive first impression: it can be related to curb appeal and/or to your leasing presentation.

- Team Canada (Keith Corriveau's Team)

Leasing Contest - Week 2 Results

It is still a close race going into week 2 of the leasing contest. Each team is separated by 5 leases or less!  This is the closest race in Leasing Contest history!

Gold goes to: Canada (Keith's Team) with 54 total leases after 2 weeks!
Silver goes to: Nigeria (Derek's Team) with 53 total leases after 2 weeks!

And there was a three way tie for Bronze: Kenya (Debbie's Team), Jamaica (Jeff's Team), USA (John's Team) all had 50 leases after week 2!

Gold team members receive a $25 Dunkin Donuts or Starbucks giftcards
Silver team members receive $15 Dunkin Donuts or Starbucks giftcards

Bronze team members receive $5 Dunkin Donuts or Starbucks giftcards

Weekly Total Graph




Grand Total Graph

Social Media: Growing Your Facebook Community

Team Germany brainstormed ideas for increasing your Fan Base quickly on Facebook: 

1. Distribute a promotional flyer to all residents with an incentive based program for "liking" us within 30 days.
2. Send an email to all residents on Property Solutions letting them know that the next 30 residents that "like" you would be entered to win ___________ (concession, gift card or prize).
3. Make a poster asking residents to "like" the community and put it in your lobby, elevator, laundry room or community boards.
4. Tell every resident you meet.  Word of mouth is VERY powerful.  Ask them to tell their friends too!
5. Promote Facebook involvement with a "Face-to-Face: Facebook Meet Up With Your Neighbor"social hour!
6. Encourage prospective residents to check out the community as well, so they can get a taste of what the community is like.
7. Include a link to your Facebook community in your email signature.
8. Add a Facebook link to your website (note: if you have a Property Solutions website, there is a link to your Facebook page on your homepage).
9. Post everything (scheduled maintenance, fire alarm testing, community events, rent reminders) happening in the community and provide residents with exclusive content, so they see the obvious value in linking the page.
10. After you have done all of the above…do it again!  There are always new residents coming aboard that were not involved when you rolled it out.

Remember that growth happens slowly at first.  Be patient!  Before you know it, you will have an engaged group of residents. True advocates for your community!

We welcome more ideas on this topic. While a couple of our team members have had some success, the majority of us are still struggling to get residents to “Like” us.

What have you done at your community to help build your fan base?

- Team Germany (Nick Schmalz's Team)

Leasing Contest Results - Week 1

It's a close race, but the team with the most leases for week 1, is Germany (Nick's Team) with 28 leases! Remember, you still have a chance to win the first prize, given out next week. Happy Leasing!

Objections - Getting to "Yes"

“Would you like to hold the apartment?”

-       “I have to think about it”

-       “The kitchen is old and small”

-       “It’s a little above our budget”

It can be the most uncomfortable moment in the sales process.  But it is also an opportunity!

Remember, when they say they do not like something about the apartment or community, they are really saying they like everything else except that one quality.  That is a 90% score.

Agree with your prospects, and then overcome their objections by showing them the value they are not seeing in the objection they are stating.

One example of an objection is the following:

“I agree that our community is at the higher end of your budget, but an apartment home is not just about having the lowest price.  It’s about what you’re getting for your money!  You liked all the features and benefits I showed you and above all the location is 5 minutes from your job.  The difference between your budget and our rent is one or two evenings out for dinner each month.  You’ll enjoy that short commute twice every day!”

Tell us about an objection that you have experienced and how you would overcome it.

- Team Sweden (Tim Bostrom's Team)

Competing against yourself - and winning.

Most have heard the adage "we are our own worst enemies." Have you ever considered that in competition, we often compete against ourselves? As we kick-off this year's leasing contest, we encourage you to set benchmarks for yourself, your property, and your team.

This short clip, featuring eight-time Gold medal winner Michael Phelps, hopefully will help inspire you to do your best work. Think postively, and remember that you have the ability to create your own success.

Welcome to the 2012 Leasing Contest!

We are thrilled to be taking this year's leasing contest online: an exciting milestone for our company! As you work with your team to exchange ideas and best practices over the course of the next eight weeks, please be thinking about topics to post here on our blog. 

While each team will have an "official" week to post a topic for others to discuss (refer to your official leasing contest package for details), we hope that you all will share ideas on a regular basis. This forum is not meant to reveal any "trade secrets," but rather to help all Dolben-managed properties easily share some best practices—and remember, in the end, we all work for one company. We've provided a few suggestions to get you started, but please feel free to brainstorm and develop other ideas.

• Resident retention
• Renewal ideas
• Social media (building a fan base, contests, how to make your page more engaging, etc.)
• Outreach marketing
• Partnership/cooperative marketing
• Creative ideas for QR codes
• Maximizing the use of communication tools within Property Solutions   

When it is your team's turn to post for the week, Amy or Sara will be in touch with your team coordinator to provide log-in details.  If you want to comment on another team's post at any point throughout the contest, feel free to do so by clicking in the "Post a comment" box underneath that post, and simply entering your own name in the "comment as" field.

We are looking forward to a great exchange of ideas over the coming weeks. If you have questions on the leasing contest and/or blog, please speak with your team coordinator, or contact Amy or Sara. 

Happy leasing!