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You Got 'Em, Now Keep 'Em
 

You Got 'Em, Now Keep 'Em

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Presentation on Retention and Renewals for WMFHA 2009 Education Conference April 22nd

Presentation on Retention and Renewals for WMFHA 2009 Education Conference April 22nd

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You Got 'Em, Now Keep 'Em You Got 'Em, Now Keep 'Em Presentation Transcript

  • You’ve Got ‘Em, Now Keep ‘Em! It’s a Jungle Out There Retention and Renewals Today’s presentation slides are available on Heather’s blog at www.behindtheleasingdesk.com for free download to share with your onsite teams!
  • Fight or Flight: What’s Your Choice?
    • Retention To Do List:
    • Reexamine Retention Funding
    • Enable Resident Groups to Grow
    • Explore Changing your Press Game
    • Make the Message More Meaningful
    • Recruit more Resources!
  • Restructuring Your Retention Budget
    • $3000
    $3000 / 12 = $200/month Leaving $600 extra Which do YOU think will yield a better ROI on your retention dollars? 12 months of programming! OR 1 or 2 BIG BLOWOUTS!!!
  • Smaller Programs & Services Equal Bigger Retention
    • Diversity Programs
    • Lending Library/Loner Closet
      • Check out the March/April issue of Rent & Retain for more ideas
    • Hosting a Community Craft Fair/Trader’s Market
      • Optimal months – November and June
    • Home Enhancement Programs
    • Partner with local merchants for programming/services
    Anything that saves or makes your residents money is a key to retention !
  • Resident Group Ideas
    • Arts and Crafts
      • Scrapbooking, Card Creation, or Stationary Making
      • Taking part in a monthly art walk as a venue
      • Knitting & Cross Stitch
      • Film and Video Group
        • Resident movie screenings
        • Workshops on video editing techniques
      • Painting, Drawing, Etc.
    • Home & Family
      • Mom’s Groups
      • Tea Time
      • Weekly Cooking Classes
      • After School Tutoring or Kids Clubs
      • New Move In MeetUps
      • Dog training groups
        • Both PetCo & PetSmart have great outreach potential
  • Resident Group Ideas 2
    • Professionals
      • Networking Wine & Cheese parties
      • Workshops for resume writing & social media use in job seeking
      • Gadgets and Gizmos Night
    • Student Properties
      • Go “Old Skool” with hosting a bimonthly LAN party
      • College Cooking Courses
      • Subject study groups
      • Saturday Spa Days
    • Fun For All
      • Monthly Movie Nights
      • Midweek Movie Marathons
      • Monthly Karaoke Nights
      • Bingo!
      • Weekly Game Nights
      • Fantasy Sports Leagues
      • Workout groups
      • Biweekly Book Club
        • Don’t forget that KCLS is a GREAT resource!!! Twitter them: @kcls
  • More than just holidays… Annual Events at Their Best!
    • Celebrate Pi Day on 3/14 with a pie bake off
    • 6/10 is Judy Garland’s Birthday
    • Flag football games
    • SOUPERBowl Chili Cook off for Kickoff!
    • Spring Kite & Flight
    • Community Creep House for the Spooky Season!
    • Summer Community Picnic, Trader’s Market & Game Day
    For more event ideas, check out Rent & Retain’s Days and Days Section or the great discussions on Multifamily Insiders!
  • Contests for Connections
    • Serenity Space Patios/Balconies
    • Know your Neighbors competition
    • JC Hart’s Video Contest
    Flip Video Mino $179.99 @ www.theflip.com
  • Dress Up Your Press to Impress
    • Personalize, Personalize, Personalize!
    • Skip the kiddy games
    • Pictures up your readership!
    • Partner with Local Merchants for Special Resident Deals
    • Go Green!
    • Cut Costs by Producing In House
    • Forget Filler Articles
    • Use Your Whole Team’s Knowledge
    • Never Nagging!
  • Social Media Applications to Explore
    • Facebook & MySpace
    • MeetUp.com
    • Twitter
    • Resident Portals
    • Community Blogs
    • What are the upsides?
      • Feedback reception
      • Community Building
      • More connecting with your residents makes for higher retention
      • Word of mouth marketing
      • Chance at reaching some residents you’d otherwise miss
    • What are the risks?
  •  
  • Domino’s & Other D’ohs!
    • Social media takes Upkeep
    • Must be executed the right way
    • Social media is dangerous
    • Word of mouth should never be paid for
    • Evangelists, not sell-outs
  • A Word On Handwritten Notes…
    • Often Underestimated & Imitated
    • No, it isn’t “the same thing!”
    • Nothing beats your personal handwriting when it comes to a true connection
  • The Word “Renewal” is SO Last Year… Make it a “Lease Birthday!”
    • Your Lease will be 1 year old in May!
      • Cake boxes, 10 slices for 3.99 from Oriental Trading Company
      • Fill with candy, cookies or $10 gift cards for coffee
      • Send a “Birthday Invitation” to invite the resident to come talk about their renewal
      • Their Present? Your Great Lease Rate, not to mention an awesome Signing Bonus!
    • Parking Upgrades
    • Electronics
    • IKEA Giftcards
    • Don’t forget the pets!
      • Pet litter bag holders
      • Treats
      • Leash with your property name on it
      • ID tag
        • Customizable at Petsmart for ~$6: “Fox loves living at BTLD Apartments!”
    Your Signing Bonus… Renewal Gifts with a KICK!
    • 12 days of Maid Service – 1 each month!
    • Netflix or Gamefly subscriptions for the year
    • Season’s passes to local attractions
    • Apartment Upgrades
      • Accent Walls
      • Ceiling Fans
      • Shelving
      • Green Living Upgrade Pack
      • New Lighting Fixtures
    To our Neighbor!
  • Idea Share!
    • What’s one idea you want to take home today and implement?
    • What is your most effective idea for resident retention that I didn’t mention?
  • Rockin’ Retention Resources
    • Great Industry Blogs
      • Lisa Trosien www.apartmentmarketingblog.com
      • Mike Brewer www.mbrewergroup.com
      • Mark Juleen www.theapartmentnerd.com
      • Heather Blume www.behindtheleasingdesk.com
      • Mike Whaling blog.30lines.com
    • Websites to Bookmark!
      • Multifamily Insiders www.multifamilyinsiders.com
      • Rent and Retain Magazine www.rentandretain.com
      • Howitzdunn Property Management www.howitzdunnmanagment.com
    • Awesome Industry Twitter Minds You Should Follow
      • Ltrosien – Lisa Trosien
      • Mfinsiders – Multifamily Insiders
      • Artchickhb – Heather Blume
      • Mbrewer – Mike Brewer
      • Mbj – Mark Juleen
      • Brentwilliams2 – Brent Williams
      • Eric_urbane – Eric Brown
      • Mfguide – Will Clark
      • 30lines – Mike Whaling
      • Happyalldays – Darcey Forbes
      • Jessehartman – Jesse Hartman
      • SFRJen – Jen Piccotti
      • NAAhq – National Apt. Association
      • APTlyspoken – NAA Blog
      • Sladen123 – Sondra Laden
      • GraceHill – Grace Hill
      • MultifamilyPro – Tami Siewruk
      • KateGood – Kate Good
      • CharityHisle – Charity Hisle
      • Duckygator- Tom Roberts
  • Lists & Links
    • Games To Buy
      • Cranium Cranium WOW Catch Phrase Outburst Taboo Scattergories Apples to Apples
    • Movie Marathon Lists
    • Lord of the Rings
    • Star Wars
    • Star Trek
    • Harry Potter Batman
    • Superman
    • Land Before Time
    • World of Disney
    • Rodgers and Hammerstein Musicals
    • Vendors I Mentioned &/or Like
      • Beyond Wine & Cheese
        • Great marketing and retention resource
        • www.beyondwineandcheese.com
      • Benson Media
        • Innovative ideas and products
        • www.apartmentmarketingstore.com
      • Grace Hill
        • Awesome online training and discussions!
        • www.gracehill.com
      • Apartment All Stars
        • The best consultants in the biz!
        • www.apartmentallstars.com
      • Apt Connect
        • Resident Portal Development
        • www.aptconnect.com
  • Lists & Links 2
    • Mike Whaling’s post on 30 Lines about 30 things to write about in your blog/newsletter
    • Heather’s post on Behind The Leasing Desk about Resident Contact Notes
    • JC Hart’s Video Contest Website
    • Heather’s Green Living Upgrade Pack
    • CFL bulb replacements
        • Motion Sensor Lights
        • Low-Flow Shower Heads
        • New weather stripping
        • Logo Shopping bags
        • A copy of “The Green Book”
  • Questions or Comments? Here’s Where to Find Me!
    • Behind The Leasing Desk
    • Twitter - @artchickhb
    • Facebook
    • LinkedIn.com
    • Through Career Strategies Inc.
      • 2018 156 th Ave SE, Bellevue, WA 98007
      • 425.698.3747 Mobile Phone
      • [email_address]