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Your Presenter:
National Speaker
Toni Blake







Began her career onsite in 1978
Designed custom multifamily train...
We influence each other!
Perception = reality
Take every opportunity! Stay THIRSTY!
looks for the BEST way
not the EASY way!
MAINSTREAM - people take the easy way!
People can feel your emotions!
(up to 12 feet away)
Raised levels of cortisol for prolonged
periods can damp down your immune
system and decrease the number of brain
cells so...
Stop to de-stress before you take on a big
problem

 Eat Chocolate
 Go walk an apartment
 Play your favorite up-beat so...
Happy is YOUR job!
What lights you UP?

21
What’s in your cup?
Creative Resources
The Awe-Manac provides daily
forecasts and directives to help
readers make life more
creative, amusing,...
Creative Resources
THIS CARD MAY BE KEPT UNTIL NEEDED
AND IS NON-TRANSFERABLE

GET OUT OF JAIL FREE
Date issued: ___ /___ / ___ Issued to: __...
MAY BE SUBJECT TO SCHEDULING RESTRICTIONS
MUST BE USED WITH MANAGEMENT APPROVAL

Employee: _________________________ Issue...
MAY BE SUBJECT TO SCHEDULING RESTRICTIONS
MUST BE USED WITH MANAGEMENT APPROVAL

mployee: _________________________ start ...
 
Do feelings influence other’s cooperation or trust?
People don’t always remember what you did, 
they remember how you ma...
1. Build a list of 10 “I AM” strengths and positive attributes .
2. List 5 “I AM” attributes you now demonstrate in your l...
What key factors build positive relationship?

By Gary Chapman
Thank you . . .
You’re appreciated . . .
Your cooperation matters . . .
You’re a part of . . .

What key factors build...
Add value to your words with professional graphics
Type in your comment
Add the bookmarklet for easy access!

Then choose a presentation style
therr
oothe !!
Ann itee
A S it
REE S
FFREE

Recitethis.com
Your typing turned to
FREE graphic art!
Encourage people to
be a good will ambassador
for their community.
Here are a few to share “Game ON!”
Thank you . . .
You’re appreciated . . .
Your cooperation matters . . .
You are a part of . . .

What 4 messages will ...
What 4 new ways will you share
words of affirmation with your residents.

Email
Print / Card
Facebook
Twitter
Pintere...
I found these 4 fun ways you can share
words of affirmation with your staff.
W Edit your pictures with cool effects!
NE
I built custom digital graphics!
I built custom digital graphics for you!
Share fun photo editing apps to
inspire your residents to take more photos!
Incredabooth
Diptic
Redstamp
Wordsfoto
Age of the Customer
Age of Information
Age of Distribution
Age of Manufacturing

Ford, RCA, P&G
Boeing GE

Wal-Mart, Toyot...
What matters with the Apartment
Customer Service Experience
Being likable is no longer an option –
it’s on the WWW

Age of the Customer
What matters to your customer!

Age of the Customer
Just Customer’s Prerogative
•
•
•
•
•
•

J.C. Penney spent $170 Million to install the Johnson Team
Spent over $1 billion ...
NO
NO

YES
YES

Each experience adds or subtracts
to our relationship equity.

Relationship Equity = customer loyalty, ret...
If Experience is the greatest Teacher
...

Have any of these guys taught you a
lesson?

Johnny, Jack or Jose?
How do you get them to dream about you?
Age of the Customer
People don’t always remember what you did,

They remember how you made them feel.
Feelings record memo...
Don’t just show an apartment …
show the value of living in your community.

Teach
Value!

We can’t assume that future resi...
NEW RESIDENT MOVE-IN

APARTMENT COMMUNITY

SERVICE REQUEST/ RENT

SOCIAL NEWS / EVENTS

SERVICE CHECK / /RENEWAL
SERVICE C...
NEW RESIDENT MOVE-IN
1. Celebration Station
2. New Resident Packet
3. Move-in Day Gift/Tour
SERVICE REQUEST/ RENT
1. Servi...
When you become a resident
Experience Christmas Morning

Celebration Station
When you become a resident

experience a welcome to the neighborhood along
with helpful details and coupons for the move-i...
When you are search for a new
home
Meet Charlie!
Why not have a moving
mascot! All the
information, ideas and tips
are fro...
Thank you for considering joining our
Cooperative Area Marketing Partners
The fastest way to grow an economy is by establi...
Cooperative Area Marketing Partners
Together let’s move our economy forward!
Together let’s move our economy forward!

The...
Connect your business with Area Visitors!
Connect your business with Area Visitors!
While visitors are touring the area th...
Connect with NEW Residents!
Connect with NEW Residents!
Bring us a special ONE TIME Welcome Gift for
your new customer!

L...
Thanks you for joining our
Cooperative Area Marketing Partners

 Coupons
 Coupons
 Shopping bags with logo
 Shopping b...
This is ready for
This is ready for
you at
you at
Slideshare.net
Slideshare.net
When you become a resident

experience Cooperative Area Marketing Partners
When you become a resident

experience Cooperative Area Marketing Partners
When you become a resident

experience Cooperative Area Marketing Partners
When you become a resident

experience move-in day acts of kindness

Add fresh ice to the freezer with
this note so the ne...
When you become a resident

experience move-in day acts of kindness
Place some water in the
refrigerator with this note!

...
Begin by adding a positive atmosphere!
This image has been changed to sepia to
show the lack of color we have in
apartments. It actually blends with other
photos...
Add Colored Glass!
ttp://www.krcrock.com/ecom/index.php?
main_page=product_info&cPath=71_102&products_id=4458&zenid=
da7pb8nmm7u7adqj1ifc16tn...
Pink and White pampass grass, rose fountain, cotton candy, purple love, northern
lights and even Diamond grasses
www.Myfacesticker.com
Build a positive message and
take control of your reputation!

© 2013 Apartment All Stars. All Rights Reserved.

Apartment...
Build a music video to
your online marketing!
The program has ready-to-use video
graphics & music.
Upload photos
Upload photos
Add text
Add text
Pick the music & style!...
Upload your
Music
Video Brochure
To Youtube
to share!
Upload your
Music
Video Brochure
from Youtube
to Slideshare.net
Pin your Slideshare.net presentation with
your Youtube inside of the Animoto Music
Video Brochure!
It shows the images & t...
Add your campaign
Add your campaign
images to your
images to your
Yelp page!
Yelp page!
July 2012
July 2011
July 2011

July 2012
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2013gameonorion

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Game On Orion Manager's Retreat 2013, Galveston, TX Toni Blake Seminar

Published in: Marketing, Technology, Business
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2013gameonorion

  1. 1. Your Presenter: National Speaker Toni Blake       Began her career onsite in 1978 Designed custom multifamily training programs 1984 - 2013 Tours as a professional speaker to over 50 cities each year Toured as a professional comedienne 1992 - 1998 Winner Multifamily PRO Industry Legend Award 2008 Voted by members of the NAA as one of 3 recognized Marketing Gurus
  2. 2. We influence each other!
  3. 3. Perception = reality
  4. 4. Take every opportunity! Stay THIRSTY!
  5. 5. looks for the BEST way not the EASY way!
  6. 6. MAINSTREAM - people take the easy way!
  7. 7. People can feel your emotions! (up to 12 feet away)
  8. 8. Raised levels of cortisol for prolonged periods can damp down your immune system and decrease the number of brain cells so impairing your memory. It can also affect your blood pressure and the fats in your blood making it more likely you will have a heart attack or stroke. leased ortisol to re sc Stress cause rmful lood with ha Into your b rain ects on the b eff
  9. 9. Stop to de-stress before you take on a big problem  Eat Chocolate  Go walk an apartment  Play your favorite up-beat song  Take a 3 minute breathing break  Count 10 things you are grateful for  Look at a picture of someone you love  Spend a few moments in a “happy thought”
  10. 10. Happy is YOUR job!
  11. 11. What lights you UP? 21
  12. 12. What’s in your cup?
  13. 13. Creative Resources The Awe-Manac provides daily forecasts and directives to help readers make life more creative, amusing, gratifying, and extraordinary every day of the year! You don’t need to think – just read & select a good idea! Expand your creative resources Expand your ideas!
  14. 14. Creative Resources
  15. 15. THIS CARD MAY BE KEPT UNTIL NEEDED AND IS NON-TRANSFERABLE GET OUT OF JAIL FREE Date issued: ___ /___ / ___ Issued to: _______________________________________ Issued by:___________________________ Issued for: _________________________ ________________________________________________________________________
  16. 16. MAY BE SUBJECT TO SCHEDULING RESTRICTIONS MUST BE USED WITH MANAGEMENT APPROVAL Employee: _________________________ Issued by:___________________________ Lunch time: ___ : ___ to ___ : ___ Date: ____ /____ / _____
  17. 17. MAY BE SUBJECT TO SCHEDULING RESTRICTIONS MUST BE USED WITH MANAGEMENT APPROVAL mployee: _________________________ start time: ___ : ___ for Date: ___ /___ / ___ ued by:___________________________ Issued for: _________________________ ______________________________________________________________________
  18. 18.   Do feelings influence other’s cooperation or trust? People don’t always remember what you did,  they remember how you made them feel.
  19. 19. 1. Build a list of 10 “I AM” strengths and positive attributes . 2. List 5 “I AM” attributes you now demonstrate in your life. 3. List 5 “I AM” attributes you want to develop into your life.
  20. 20. What key factors build positive relationship? By Gary Chapman
  21. 21. Thank you . . . You’re appreciated . . . Your cooperation matters . . . You’re a part of . . . What key factors build positive relationship?
  22. 22. Add value to your words with professional graphics Type in your comment
  23. 23. Add the bookmarklet for easy access! Then choose a presentation style
  24. 24. therr oothe !! Ann itee A S it REE S FFREE Recitethis.com Your typing turned to FREE graphic art!
  25. 25. Encourage people to be a good will ambassador for their community.
  26. 26. Here are a few to share “Game ON!”
  27. 27. Thank you . . . You’re appreciated . . . Your cooperation matters . . . You are a part of . . . What 4 messages will you build first?
  28. 28. What 4 new ways will you share words of affirmation with your residents. Email Print / Card Facebook Twitter Pinterest
  29. 29. I found these 4 fun ways you can share words of affirmation with your staff.
  30. 30. W Edit your pictures with cool effects! NE
  31. 31. I built custom digital graphics!
  32. 32. I built custom digital graphics for you!
  33. 33. Share fun photo editing apps to inspire your residents to take more photos! Incredabooth
  34. 34. Diptic
  35. 35. Redstamp
  36. 36. Wordsfoto
  37. 37. Age of the Customer Age of Information Age of Distribution Age of Manufacturing Ford, RCA, P&G Boeing GE Wal-Mart, Toyota UPS, CSX Amazon, Google Intuit, IBM Amazon, Apple, Microsoft, The Donaldson Group
  38. 38. What matters with the Apartment Customer Service Experience
  39. 39. Being likable is no longer an option – it’s on the WWW Age of the Customer
  40. 40. What matters to your customer! Age of the Customer
  41. 41. Just Customer’s Prerogative • • • • • • J.C. Penney spent $170 Million to install the Johnson Team Spent over $1 billion on new marketing and the customer didn't even pay attention. During the short stint of Johnson as CEO, share lost more than 50% of their value JC Penny stock saw its greatest one-day loss in its 74-year history 2013 - For the quarter, JC Penney reported a net loss of $552 million Total revenue was down to $3.02 billion
  42. 42. NO NO YES YES Each experience adds or subtracts to our relationship equity. Relationship Equity = customer loyalty, retention and profit!
  43. 43. If Experience is the greatest Teacher ... Have any of these guys taught you a lesson? Johnny, Jack or Jose?
  44. 44. How do you get them to dream about you?
  45. 45. Age of the Customer People don’t always remember what you did, They remember how you made them feel. Feelings record memories as experience and become building blocks for relationship.
  46. 46. Don’t just show an apartment … show the value of living in your community. Teach Value! We can’t assume that future residents already know the value of living in your community.
  47. 47. NEW RESIDENT MOVE-IN APARTMENT COMMUNITY SERVICE REQUEST/ RENT SOCIAL NEWS / EVENTS SERVICE CHECK / /RENEWAL SERVICE CHECK RENEWAL
  48. 48. NEW RESIDENT MOVE-IN 1. Celebration Station 2. New Resident Packet 3. Move-in Day Gift/Tour SERVICE REQUEST/ RENT 1. Service Request 2. Office Visit 3. Rent Payment SERVICE CHECK / /RENEWAL SERVICE CHECK RENEWAL 1. Service Check-up 2. Renewal Invitation 3. Renewal Celebration APARTMENT COMMUNITY 1. Apartment Quality 2. Amenity Maintenance 3. Area Business Coupons SOCIAL NEWS / EVENTS 1. Social Media 2. Resident Newsletter 3. Social Events
  49. 49. When you become a resident Experience Christmas Morning Celebration Station
  50. 50. When you become a resident experience a welcome to the neighborhood along with helpful details and coupons for the move-in! Your new resident packet should include: helpful tips on moving. Branded Mover’s Guide 101 tips from movers-edge.com “Open me first” BOX labels Area information Moving Coupons Utility set-up instruction Welcome letter from * CAMP Welcome Gifts from * CAMP * CAMP: Cooperative Area Marketing Partners Thoughtfulness
  51. 51. When you are search for a new home Meet Charlie! Why not have a moving mascot! All the information, ideas and tips are from Charlie! : Your new packet from Charlie should include helpful tips… Branded Mover’s Guide 101 tips from movers-edge.com Printed change of address labels “Open me first” BOX labels Area information Moving Coupons Utility set-up instruction Welcome letter from * CAMP Welcome Gifts from * CAMP Thoughtfulness
  52. 52. Thank you for considering joining our Cooperative Area Marketing Partners The fastest way to grow an economy is by establishing new households! Every month our apartment community tours area visitors and establishes new residents in our area.
  53. 53. Cooperative Area Marketing Partners Together let’s move our economy forward! Together let’s move our economy forward! There is no fee for participating. There is no fee for participating. We simply want to connect our residents We simply want to connect our residents to great places to to great places to buy ,,eat & shop locally! buy eat & shop locally! Every month we tour area visitors who become residents of our apartments. CAMP connects your business with: •Future Residents/ Area Visitor •Resident / Area Resident
  54. 54. Connect your business with Area Visitors! Connect your business with Area Visitors! While visitors are touring the area they may want to enjoy your goods & services! While visitors are touring the area they may want to enjoy your goods & services! Bring us your shopping bags with your logo to add to each apartment. We will let customers know you are near-by Bring us your current coupon or marketing special customers can pick up and shop with you today and later as a resident! Bring us your business Card / to-go-menu, take-home brochure and marketing postcard to add to each apartment for the future visit is use in doing business with you.
  55. 55. Connect with NEW Residents! Connect with NEW Residents! Bring us a special ONE TIME Welcome Gift for your new customer! Leave your name and number with new resident with branded marketing tools like pens, magnets, pads, coffee cups or other logo merchandize! Print a “Welcome Letter” introducing your services and team.
  56. 56. Thanks you for joining our Cooperative Area Marketing Partners  Coupons  Coupons  Shopping bags with logo  Shopping bags with logo  Brochures  Brochures  Business cards  Business cards  menu //flyer  menu flyer  Logo merchandise  Logo merchandise  Welcome Letter  Welcome Letter  ONE TIME Gift for new resident  ONE TIME Gift for new resident Bring your marketing by our community today so you can join our tour and connect with area visitors and future residents. Together we will attract great new residents to this area!
  57. 57. This is ready for This is ready for you at you at Slideshare.net Slideshare.net
  58. 58. When you become a resident experience Cooperative Area Marketing Partners
  59. 59. When you become a resident experience Cooperative Area Marketing Partners
  60. 60. When you become a resident experience Cooperative Area Marketing Partners
  61. 61. When you become a resident experience move-in day acts of kindness Add fresh ice to the freezer with this note so the new resident knows that the ice was made fresh for them. Thoughtfulness
  62. 62. When you become a resident experience move-in day acts of kindness Place some water in the refrigerator with this note! Thoughtfulness
  63. 63. Begin by adding a positive atmosphere!
  64. 64. This image has been changed to sepia to show the lack of color we have in apartments. It actually blends with other photos in FULL COLOR!
  65. 65. Add Colored Glass!
  66. 66. ttp://www.krcrock.com/ecom/index.php? main_page=product_info&cPath=71_102&products_id=4458&zenid= da7pb8nmm7u7adqj1ifc16tnp2
  67. 67. Pink and White pampass grass, rose fountain, cotton candy, purple love, northern lights and even Diamond grasses
  68. 68. www.Myfacesticker.com
  69. 69. Build a positive message and take control of your reputation! © 2013 Apartment All Stars. All Rights Reserved. ApartmentAllStars.com
  70. 70. Build a music video to your online marketing!
  71. 71. The program has ready-to-use video graphics & music. Upload photos Upload photos Add text Add text Pick the music & style! Pick the music & style!
  72. 72. Upload your Music Video Brochure To Youtube to share!
  73. 73. Upload your Music Video Brochure from Youtube to Slideshare.net
  74. 74. Pin your Slideshare.net presentation with your Youtube inside of the Animoto Music Video Brochure! It shows the images & the video!
  75. 75. Add your campaign Add your campaign images to your images to your Yelp page! Yelp page!
  76. 76. July 2012 July 2011
  77. 77. July 2011 July 2012

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