It's called the "slow season" for a reason - slow traffic...slow leases...just plain slow! In this webinar, learn how you can build momentum with your resident referral plan in just 30 days.

1. PART THREE

2. PRESENTERS
Nicole Jones
ApartmentRatings Specialist
Jennifer Carter
Director of Client Performance

3. THANKS TO OUR SPONSOR!

4. Perception
of Value
LEASING DRIVERS - PT 1
Community
Appearance
Apartment
Appearance
2017 Online Renters Study

5. RENEWAL DRIVERS - PT 2
2017 Online Renters Study
Quality of
Maintenance
Safety and
Security
Perception
of Value

6. RECOMMENDING DRIVERS
2017 Online Renters Study
?Perception
of Value ?

7. #1 – PERCEPTION OF VALUE
“Would my friend…
…feel like they’re getting a good
deal ?
…feel like they have access to
everything they pay for?
…have their concerns handled
quickly and efficiently?
Would I
recommend my
community?

8. AUDIENCE POLL
What is the #2
Would
Recommend
Driver?

9. RECOMMENDED DRIVERS
2017 Online Renters Study
?Perception
of Value
Office
Responsive
and
Dependable

10. #2 – RESPONSIBILITY & DEPENDABILITY
“Would my friend…
…feel staff responds quickly
…feel staff follows through
…feel service requests are handled
promptly
…feel staff is available when needed
Would I
recommend my
community?

11. #2 – RESPONSIBILITY & DEPENDABILITY
Best Practices
• Divide and Conquer resident call
backs/emails (2 hours)
• Adhere to service request policies
• Contact resident on maintenance
delays
• Extend office hours to
accommodate residents

12. AUDIENCE POLL
What is the #3
Would
Recommend
Driver?

13. RECOMMENDED DRIVERS
2017 Online Renters Study
Perception
of Value
Office
Responsive
and
Dependable
Sense of
Community

14. #3 – SENSE OF COMMUNITY
“Would my friend…
… feel neighbors are their friends
…see staff as extended family
…feel the staff knows their name
…feel every team member is a
“go-to” person
Would I
recommend my
community?

15. #3 – SENSE OF COMMUNITY
Best Practices
• Out of the box resident events
• Celebrate residents
• Share employee bios and stories
• Get to know all residents

16. Residents willing to
vouch for the
community drives
referrals
HERE’S THE THING…

17. 72%
would recommend if
they were truly
happy WITHOUT
needing a bonus
HERE’S THE THING…
AR HotJar Poll, 2017

18. Focus on
Resident
Recommend
Drivers
THE SOLUTION…

19. KEY TAKE-AWAYS
TOP 3 DRIVERS FOR
LEASING
PERCEPTION OF
VALUE
APARTMENT
APPEARANCE
COMMUNITY
APPEARANGE
TOP 3 DRIVERS FOR
RENEWING
PERCEPTION OF
VALUE
SAFETY AND
SECURITY
QUALITY OF
MAINTENANCE
TOP 3 DRIVERS FOR
RECOMMENDING
PERCEPTION OF
VALUE
RESPONSIBILITY &
DEPENDABILITY
SENSE OF
COMMUNITY

20. KEY TAKE-AWAYS
LEASING RENEWING RECOMMENDING
“I want tangible proof that
what you’re charging is
worth what I’m getting.”
“I want to know what I am
paying for is in working
order and the team is doing
their part regarding
safety/security issues”
“I want to know my
friend/family member will
be treated as well, if not
better, than I’m being
treated”

21. YOUR 30-DAY PLAN
Perception of Value
Responsibility &
Dependability
Sense of Community
Email Your Residents
community capital
upgrades to show
where the residents
money is being spent.
Complete opening
duties within 1 hour.
Delegate emails,
voicemails, walk
property
Celebrate residents
birthdays, anniversaries
or accomplishments

22. FOCUS 2018
User Experience & Education Conference
FEBRUARY 26-27, 2018
THE LINE HOTEL
Los Angeles, CA
ApartmentRatings I SatisFacts

23. THANKS FOR ATTENDING!
SEE YOU NEXT
MONTH!