2013 TAA Preventative Maintenance Through Resident Education


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Preventive Maintenance through Resident Education
Presented by National Speaker & Author Toni Blake
T otallyT oni.com
April 26, 2013 8:45am – 11am

1. Embrace the 10 most important questions for building a preventative maintenance plan.
2. Review the top 5 preventative maintenance messages for resident education.
3. Discover the top 10 consumer review sites and how inspired service on your property impacts your online rating review score.
4. Learn what to ask, when to ask and how to capture residence's positive comments to improve your online reputation.
5. Review successful copy, digital and printed tools to engage your residents in sharing positive online comments and conversations.

Published in: Education, Business, Technology
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  • Email Toni@TotallyToni.com to receive Toni ’s28 Renewal Negotiation Cards Build Confidence in Your Renewal Presentation Words to help you WIN!
  • http://www.totalmarketexposure.com/top-10-user-review-sites/
  • http://www.totalmarketexposure.com/top-10-user-review-sites/
  • https://biz.yelp.com/claiming
  • http://myjudysbook.com/
  • https://accounts.google.com/ServiceLogin?service=lbc&continue=https://www.google.com/local/add%3Fservice%3Dlbc
  • http://www.google.com/local/add/g?hl=en-US&gl=US#phonelookup/flowtype=os&phone=970-378-6784&country=US
  • https://advertise.local.com
  • https://business.angieslist.com/default.aspx
  • http://merchantcircle.desk.com/customer/portal/topics/99226-new-business-setup/articles
  • http://www.localvisibilitysystem.com/2012/07/25/how-to-add-a-free-citysearch-business-listing-temporary-solution/
  • https://signup.citygrid.com/self_enroll/add_location
  • https://listings.mapquest.com/apps/listing
  • www.bing.com/businessportal/
  • Adsolutions.yp.com/advertise-with-us
  • www.manta.com/claim
  • www.supermedia.com/business-listings
  • Doing nothing should not be an option. It ’ s time to take action.
  • This could be an email with live links on the spaces to send residents to them to make positive conversation! Each of these images has a hyperlink built in that sends them to your ad.
  • Here is one more example of copy to share with the residents – “ Give me five ” referring to a five star rating!
  • 2013 TAA Preventative Maintenance Through Resident Education

    1. 1. “What do we need to teach our residents?Today cooperation between management andresidents sets the tone for the culture inyour community, the online reputation of theproperty and the quality of life for all.”Friday, 4/26/2013 8:45am - 11:00am
    2. 2. Join me onSlideshare.netJoin me onSlideshare.net
    3. 3. is the second most emotional word inthe English languagePeople are emotional about their home!
    4. 4. “Those who bring sunshine to the lives of otherscannot keep it from themselves.” ~Sir James BarrieWhat will you bring into the lives of others?
    5. 5.  Do feelings influence others cooperation or trust?People don’t always remember what you did, They remember how you made them feel.
    6. 6. 4 Love Languages for ResidentsUse the Languages of LOVE to buildpositive resident relationship & increase retention1.Words of Affirmation2.Quality Time3.Receiving Gifts4.Acts of Service
    7. 7. Acts of ServiceDependable service is a key to resident retention. How can youenhance the relationship and communication tools delivered byyour service team. Notes, additional service provided during a service call?Receiving GiftsThis is not about materialism it is about show a thoughtful gesture of appreciation.How can you say “Thanks” for being a resident in an unexpected gift? Candy,cookies, a cup of coffee, a token left on a service request are ways to give gifts.Quality TimeThis is about showing your resident your undivided attention. Giving them yourtime and attention while they are in the office. Be sure they feel VIP servicewith your total attention while they are speaking with you.Words of AffirmationAn unsolicited compliment or word of encouragement is a valuable relationshipbuilder. “Thank you for paying your rent on time, we appreciate your timeliness”,“Thanks for stopping by, we always love seeing you, you’re such a great resident”.
    8. 8. Seven Special MomentsTeam Assignment: Meet with your teamand discuss how to take the 4 relationshipstrategies and add the 7 Special Moments.1. Move-in Day2. Service Request3. Mail Room4. Office5. Rent Collection6. Resident Communications7. Renewal1. Words of Affirmation2. Quality Time3. Receiving Gifts4. Acts of Service
    9. 9. 1. What do you believe is your quality of service?2. Out of 10 vacant move outs –How many have an unreported service request?3. Do your residents communicate their service needs?4. Should you provide more communication tools for resident service?5. Does your service team have marketing tools for generating positive reviews?1. What preventative educational programs do you have in place?2. Is your team clear on cost of service provided?3. How does the resident communicate their service needs?4. Do your service teams receive training on selling renewals?5. Do you use your service team to assist in the leasing process?
    10. 10. Problem: Residents turn in a request late in the day.For prompt scheduling and faster service - turn in your service request before 12:30 p.m.Problem: Residents fix things themselves.Our trained technicians are ready to meet your service needs.Problem: Resident does not turn in a complete request.Please give us the complete details of your service needs so we can bring theproper tools and supplies to complete the job during our first visit.Problem: Resident ignores service requests.Working together we will create “Star Quality Service”Problem: Residents think they will have to pay for service.Professionally designed ads for newsletter to promote “Free” Services Providedby the Service Department. i.e. running toilet, dripping faucet, air filters, exterminationWhere can we print these educational messages?Newsletter / Signage and Poster in office & common area / QR Code link to website
    11. 11. Maintenance Instructional Copy Is your toilet running?We want to catch it!!! Thank You!We appreciate your partnership in maintaining the highest quality for your livingenvironment.Signage, Newsletter, posters in the common areas
    12. 12. Service Warranty Contract Get on the same page with your residents!!What service is included?What service is not included?What is replaced for free?What is the resident charged for?
    13. 13. One Hour of FREE Service!• closet door rollers repaired• torn or damaged screens repaired• drawer rollers repaired or replaced• plumbing leaks• faucet drips repaired• installed new light bulbs• toilets operating properly• doorknobs and locks turning properly• carpet strips repairedSet yourself up for success in our renewalconversation – give the gift of service!
    14. 14. Add a few oz of SCENTsations toAdd the Gift of NEW!
    15. 15. Resident Services MarketingService Staff Photographs in the officeService Pens & Professional AttireService Staff Business CardsResident Service Communication CardsExample:Front of card: “A Word from Maintenance”. On back of card, or inside: “DONE!!”
    16. 16. We want to thank you for taking the time to let us know about your service needs. Wewould like to take a moment to be sure and gather the correct information so our servicetechnicians can complete your service needs on their first visit.Be sure to offer your technician a complete service request! 
    17. 17. Please let us know how we can service you!Our job is to make your home a great place to come home to.We want to know, if you ever notice a light out or any otherdetail we have missed – even the smallest detail is important to us!Please check the services your require below and drop this by theoffice:____ screens torn or damaged____ closet doors off the rollers____ drawer rollers need repair or replacement____ leaks in the joints of your plumbing____ drips from the end of your faucets____ installed lighting out /refrigerator, overhead, bath____ toilets running____ doorknobs and locks turning properly____ carpet strips loose or needing repairTogether we can experience the highest quality of living.Call today or respond to this email.
    18. 18. Create a FREE YouTube
    19. 19. Prepare your list of “lessons”What can you help the residentavoid?•Dish soap in the dishwasher•What to put in the garbage disposal•Using the reset button on the disposal•When to flip the breaker•How to set the thermostat•How to operate vertical blinds
    20. 20. Are you putting brochuresoutside your door for after hourvisitors?
    21. 21. Email Toni@TotallyToni.com to receive Toni’s28 Renewal Negotiation Cards - BuildConfidence in Your Renewal Presentation Words to help you WIN!
    22. 22. When:•Office visit•Online visit•Service Request•Signs in common areas•__________________
    23. 23. FREE•Yelp.com•Judy’s Book•Google +•Local.com•Merchant Circle•AngiesList.com•Yahoo localPaid•Citysearch•BBB
    24. 24. This is a series of 15 sites that allow FREE business listingsfor your community. Each has opportunities for reviews.
    25. 25. Go to www.Pinterest.com/totallytoniI build a board on Pinterest with hyperlinks to the pagesfor FREE business listings. Along with other board full of ideas!
    26. 26. Join me onSlideshare.netJoin me onSlideshare.net