You've heard the definition for insanity: repeating the same behavior and expecting different results. And yet, sometimes in property management we do just that. Residents need an onsite hero to save them from repeat problems. Learn how you can save the day, establish trust and help residents make an easy decision when it's time to renew.

1. One and Done Solutions to
Recurring Resident
Complaints

3. Jen
Piccotti
Lia
Nichole
Smith

4. SatisFactsJen
SatisFactsLia
#

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2015 SatisFacts Index, Insite® Pre-Renewal

7. 2015 SatisFacts Index, Insite® Pre-Renewal

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10. We have lived here for 2.5 years. At first
it was great here but then we started
noticing the grounds started becoming
unkempt, our unit is falling apart,
maintenance takes days and sometimes
weeks to answer requests and almost
never fixes the problem.
#insiteslive
ApartmentRatings.com Review, November 2014

11. STREAMLINE REQUEST PROCESS
1. Details
2. Immediate input
3. Relay delays
4. Touch base
5. Ensure satisfaction
#insiteslive

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13. I am appalled at the fact that the landlord
actually considers the building
"professionally managed." Not one person
on the staff is professional. While the
manager may not be rude, she is anything
but professional. During major emergencies
she does not respond for days. And her only
excuse is that she forgot her phone.
ApartmentRatings.com Review, January 2015
#insiteslive

14. EXPECTATION OF RESPONSE
1. 2 hour limit
2. Monitor
3. Ready answers
#insiteslive

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16. Most of the residents seem to be underage
alcohol binge drinking college kids. For all the
security and criminal checks they claim to do to
live in this place it doesn´t show from the
behavior of my neighbors. If you are
considering moving here you should
reconsider... unless you are an alcoholic college
kid who doesn´t care about living in a hole.
ApartmentRatings.com Review, December 2014
#insiteslive

17. RESOLVE ISSUES
1. Formal process
2. Escalate when necessary
3. Follow up
4. Check in
#insiteslive

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19. I have witnessed drug sales and use on this
property, not to mention my child found a
syringe on the grass near our unit, security
is advertised as a perk here but we and
many neighbors have had our vehicles
broken into, security that responded was a
frail old man that seemed of poor health
and rude.
ApartmentRatings.com Review, February 2015
#insiteslive

20. MANAGE ACCOUNTABILITIES
1. Controlled access features
2. Screening process
3. Unauthorized occupants
4. Unauthorized pets
5. Vacant apartment homes
#insiteslive

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22. When I left I asked to go on a walk through
because I didn't trust this apartment
complex, the lady who did it said they
would take $15 maximum because the stove
wasn't cleaned well enough, sure enough
when I get my deposit back they had taken
$170. May not be a lot of money to some
but it is to me and my family.
ApartmentRatings.com Review, September, 2014
#insiteslive

23. CLARIFY POLICIES
1. Prospects
2. Move-Ins
3. Move-Outs
4. Upcoming changes
5. Documentation for charges
#insiteslive

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May
#EnvyMe:
Renters With a
Homeowner’s Mentality
May 21
June
#InstaBROKE:
Is Price Really a Factor?
June 18

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SPECIAL WEBINAR!
May 15th
9am PST
12pm EST