Ditch the Pitch and Create Value

know why your company existsNow that busy season is complete, you have time to review with your staff what did and did not work this time around. This is great as it will allow you to clean up your pitch to make sure it is creating value for your residents and prospects.

Posted in: Sales & Leasing Techniques, Uncategorized |


The Art of Resident Retention

riding the elephant2Great customer service retains customer and keeps them coming back, so work to make this your focus. Below are tips to help bring retention to the forefront.

Posted in: Uncategorized |


It’s All About Customer Experience

Developing a Customer Experience AuditYour customer is the center of your job; everything you do should be with the customer’s experience in mind. Be sure to design the customer experience to meet your objective. Your job is to create an emotional connection, as people buy based on emotions, not logic. Doing this generates positive word of mouth, which is a free advertisement.

Posted in: Customer Experience & Engagement |


10 Leasing Hacks in 30 Minutes

Quick Tips for Skillfull Communications-1Your ultimate goal should be to convert your prospective leads faster and maintain a thoughtful relationship with your residents. Here are 10 hacks to make reaching that goal easier.

Posted in: Sales & Leasing Techniques |


The Art of Follow-Up

email-marketer-at-workDid you know it takes about five follow-up opportunities before movement with a sale? Thus, tenacity is key to getting the sale. Only 8% of people actually take the time to follow up, so this can be great news for you.

The First Steps

Become a resource before you attempt to sell. This will create inherit value for your potential customers. This will also allow you to find out what the problems are early on and provide solutions. You are the service; be open to creating a connection with your potential resident.

Posted in: Communicating with Your Customer |


Write Better Emails and Get the Lease

Managing Your Online ReputationEmail marketing is incredibility effective if you know how to utilize it, so keep reading!

Why aren’t my emails being read?

Fun stat: Only 21% of consumers reported that they received a memorable promotional email in the past two months. People rely less on email because they have other modes of communication such as Slack and basecamp, as well as other sources of communication that do not require email.

Today, some software like Gmail and others route emails into folders based on the email owner’s habits. In addition, some email providers have become savvy enough to filter out common sales words, causing the emails to be re-routed to the infamous spam folder. People are even using ‘junk’ email addresses to sign up and receive information.

Posted in: Communicating with Your Customer |


Create a Thoughtful Sales Strategy

Build a great customer experienceThe busy season has just ended and it feels like a sink or swim moment. To make matters more intense, we are now moving into holiday season and competing for attention with all of the holiday advertising.

In order to break through all the noise seeking your prospective resident’s time, attention and hard earned dollars, you’ll want to understand your prospects needs, wants and desires first. You can take this a step further to understand their problems as well so you are better equipped to help them understand your product or service.

Posted in: Customer Experience & Engagement |


Difficult Residents Strike Again

does your company need an I am annoyed departmentDifficult residents seem to come with the territory of running an apartment complex, yet not many people talk about how to approach and create success with them. EPMS knows there are effective tools to help you listen to customers, respond to their feedback and understand and enhance overall customer experience and we are eager to share them with you.

The goal is to understand feedback through the eyes of your customers and to manage their expectations, especially online. It is easier and more or a resident to post a “bad” review than a good review. Let’s change that today by focusing on these areas:

Posted in: Customer Feedback |


Create a Great Customer Experience in a Digital World

If you want loyal residents, you have to invest in the experience. This is the trick to being successful in the digital world. The customer’s online experience is an integral part of total customer relationship management.

Start helping and stop selling.

The first thing you must do is to start thinking like a customer; always consider your customer’s perspective first. Ditch your scripts for both sales and customer service and be a real, authentic person. The properties that create real value are able to see their own flaws and strengths through the eyes of residents and prospects.

Posted in: Customer Experience & Engagement |


How to Handle Unhappy Residents

Feedback stings because there’s always a little but of truth in it. It might only reveal how others perceive us, but it is still their truth. With every truth, we have an opportunity to learn and improve and even turn an unhappy resident into a happy one.

The real trick to turning a negative into a positive is in how you respond. We have to stop and listen as this gives us an opportunity to understand the emotion while also composing ourselves and pushing away the instinct to become defensive.

Care and mean it; simply care. Stop what you’re doing and take interest in the conversation. Actively solicit feedback and create the feeling that you are constantly striving to improve their experience. In other words, demonstrate that you care. If you care about your residents, your customers are going to care about you.

Posted in: Customer Feedback |


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