Multifamily Insiders <ul><li>Expert Blogs </li></ul><ul><li>Discussion Forum </li></ul><ul><li>Apartment Jobs </li></ul><u...
AppFolio  <ul><ul><li>Web-based property management software </li></ul></ul><ul><ul><li>Complete Solution </li></ul></ul><...
Customers for Life! Jackie Ramstedt ,  CAM, CAPS, CAS
Mastering the Basics… “ Those who  fail  to master the  basics of  “serving well”, usually lose.”
Some   Interesting Statistics <ul><li>96%  of dissatisfied customers do not complain directly! </li></ul><ul><li>90%  will...
Change the way you look at things and the things you look at change.
Polling Question #1 How would you rate your current customer service program?
How Well Do  You Communicate? “ Tenants” VS “Residents” VS “Customers”
<ul><li>How many times a day do you put the phones on service? </li></ul><ul><li>Do you close your office for lunch everyd...
What Have We Learned? Customer Satisfaction  Drives Our Profits!
If your last customer interaction was broadcast on national TV tonight, how proud would you be? Question?
Polling Question #2 Who has the most contact with your residents?
So What Makes Them So Angry?!
Article from Wall Street Journal Landlords now must entice tenants to renew leases .  &quot;We'll shampoo their carpets. W...
<ul><li>Studies show  “Experiences”  make us happier than possessions. </li></ul>Moments of Truth
Tired of Living In Cramped, Overpriced Apartments! Our Customers Are Fed Up!
Tired of Same Old Cheesy Move-In Gifts! Our Customers Are Fed Up!
Tired of Fighting for Good Service! Our Customers Are Fed Up!
Polling Question #3 What do you think YOUR residents want more of?
5 Steps To Effectively Connecting  With Your Customers Showing True Compassion Embracing Cultural Diversity   Being A Prob...
Sins Of Service Apathy Brush Off Coldness Condescension Robotism Rule Book Run Around “ Well, What Do You Want Me To Do Ab...
. “ People Don’t Care How Much  You  KNOW ,  Until They  Know How Much  You  CARE !” How’s Your Credibility?
Polling Question #4 How do you measure your customer’s satisfaction?
Moments of Truth Making a Plan for  “Memory Touch Points”  Throughout Their Lease Term
Your Time Starts At Application! Every Minute Is Important!
The First 90 Days Are Crucial! Before Move In:   Move In Day:   Within 3 Days:   After 14 Days:   30 Days In:   Corporate ...
Other Contact Opportunities <ul><li>At First of the Month – Rent Time </li></ul><ul><li>While Performing Service Requests ...
Polling Question #5 What’s the best way to contact your residents?
The Renewal Process Begins… Start At Least  120 Days In Advance  Of Their Lease Expiration Date
Renewal “Incentive” Menus <ul><li>For Their Home…. </li></ul><ul><li>Air Duct Cleaning </li></ul><ul><li>Replace Carpet wi...
“ The Letter” Unit # 1207 Dear _____(fill in the blank)_________: Your current lease  expires this month . If you wish to ...
Oh Come On! Tell Me How Much  You Love Me!!!! <ul><li>Be Available When THEY  Need You </li></ul><ul><li>Show The Value Of...
Your Front Line Defense! You will never get your employees to treat the customers any better than they feel the company is...
Rewarding Their Efforts <ul><li>Day Off With Pay </li></ul><ul><li>Pay For Their Daycare or Eldercare </li></ul><ul><li>Sp...
You Have to Love What You Do
So Come On Baby!  Let’s Get Started! Your Customers Deserve Your Best in 2010! I’ve Got A Passion For Performance!
Thank You!
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Jackie Ramstedt Webinar - Top Resident Retention Strategies To Get Customers for Life

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Jackie Ramstedt, nationally renowned Keynote Speaker and Performance Consultant for the property management industry, shares her perspective on how to establish a world-class approach to your customer service and resident retention programs with specific goals for every member of your team.

* How well you are communicating today with your residents.
* Uncover daily situations that might cause issues with your residents.
* Create a “12 Month Memory Touch Point” resident retention menu program.
* Implement creative ways to reward your team for good customer service.

This educational event is hosted by Multifamily Insiders, the leading industry resource for apartment marketing, resident retention, multifamily investing and all other apartment topics; and AppFolio, providers of web-based property management software designed for today's residential property manager.

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  • Multifamily Insiders (http://www.multifamilyinsiders.com) How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • What should you listen for? Why does it matter? How to listen? Google Alerts – http://www.google.com/alerts Twitter search – http://search.twitter.com/ Filtrbox – http://filtrbox.com OneRiot – http://oneriot.com Radian6 – http://radian6.com SocialMention – http://socialmention.com Trackur – http://trackur.com
  • http://appfolio.com http://propertymanager.com http://multifamilyinsiders.com
  • Jackie Ramstedt Webinar - Top Resident Retention Strategies To Get Customers for Life

    1. 1. Multifamily Insiders <ul><li>Expert Blogs </li></ul><ul><li>Discussion Forum </li></ul><ul><li>Apartment Jobs </li></ul><ul><li>Supplier Search </li></ul>MultifamilyInsiders.com
    2. 2. AppFolio <ul><ul><li>Web-based property management software </li></ul></ul><ul><ul><li>Complete Solution </li></ul></ul><ul><ul><ul><li>Property Management </li></ul></ul></ul><ul><ul><ul><li>Accounting </li></ul></ul></ul><ul><ul><ul><li>Integrated marketing </li></ul></ul></ul><ul><ul><ul><li>Payment processing </li></ul></ul></ul><ul><ul><li>Easier Resident Retention </li></ul></ul>
    3. 3. Customers for Life! Jackie Ramstedt , CAM, CAPS, CAS
    4. 4. Mastering the Basics… “ Those who fail to master the basics of “serving well”, usually lose.”
    5. 5. Some Interesting Statistics <ul><li>96% of dissatisfied customers do not complain directly! </li></ul><ul><li>90% will not return! </li></ul><ul><li>One unhappy customer will tell up to nine others! </li></ul><ul><li>13% will tell at least 20 other people! </li></ul>
    6. 6. Change the way you look at things and the things you look at change.
    7. 7. Polling Question #1 How would you rate your current customer service program?
    8. 8. How Well Do You Communicate? “ Tenants” VS “Residents” VS “Customers”
    9. 9. <ul><li>How many times a day do you put the phones on service? </li></ul><ul><li>Do you close your office for lunch everyday? </li></ul><ul><li>How do you solicit complaints from your customers? </li></ul><ul><li>How quickly do you get back with your customers? </li></ul><ul><li>Do you argue over issues with your customers? </li></ul>Quick Quiz
    10. 10. What Have We Learned? Customer Satisfaction Drives Our Profits!
    11. 11. If your last customer interaction was broadcast on national TV tonight, how proud would you be? Question?
    12. 12. Polling Question #2 Who has the most contact with your residents?
    13. 13. So What Makes Them So Angry?!
    14. 14. Article from Wall Street Journal Landlords now must entice tenants to renew leases . &quot;We'll shampoo their carpets. We'll paint accent walls. We'll add Starbucks cards,&quot; said Richard Campo, chief executive of Camden Property Trust , a Houston-based real-estate investment trust that owns 63,000 units. He said, “the first half of 2010 should be &quot;pretty ugly,&quot; but was optimistic the sector would pick up later in the year.” U.S. Now a “Renters' Market” With Apartment-Vacancy Rate at 30-Year High, Landlords Cut Prices 3% in 2009 By NICK TIMIRAOS
    15. 15. <ul><li>Studies show “Experiences” make us happier than possessions. </li></ul>Moments of Truth
    16. 16. Tired of Living In Cramped, Overpriced Apartments! Our Customers Are Fed Up!
    17. 17. Tired of Same Old Cheesy Move-In Gifts! Our Customers Are Fed Up!
    18. 18. Tired of Fighting for Good Service! Our Customers Are Fed Up!
    19. 19. Polling Question #3 What do you think YOUR residents want more of?
    20. 20. 5 Steps To Effectively Connecting With Your Customers Showing True Compassion Embracing Cultural Diversity Being A Problem Solver More Cans’ Rather Than Cannots’ Under Promise, Over Deliver!
    21. 21. Sins Of Service Apathy Brush Off Coldness Condescension Robotism Rule Book Run Around “ Well, What Do You Want Me To Do About It?”
    22. 22. . “ People Don’t Care How Much You KNOW , Until They Know How Much You CARE !” How’s Your Credibility?
    23. 23. Polling Question #4 How do you measure your customer’s satisfaction?
    24. 24. Moments of Truth Making a Plan for “Memory Touch Points” Throughout Their Lease Term
    25. 25. Your Time Starts At Application! Every Minute Is Important!
    26. 26. The First 90 Days Are Crucial! Before Move In: Move In Day: Within 3 Days: After 14 Days: 30 Days In: Corporate Contact: First 90 Days:
    27. 27. Other Contact Opportunities <ul><li>At First of the Month – Rent Time </li></ul><ul><li>While Performing Service Requests </li></ul><ul><li>Calling Back on All Service Requests </li></ul><ul><li>At Resident Functions or Parties </li></ul><ul><li>During “Shows” with Prospects </li></ul><ul><li>Walking Through the Community </li></ul><ul><li>Delivering Newsletters or Letters </li></ul><ul><li>After Hours “On Call” </li></ul>
    28. 28. Polling Question #5 What’s the best way to contact your residents?
    29. 29. The Renewal Process Begins… Start At Least 120 Days In Advance Of Their Lease Expiration Date
    30. 30. Renewal “Incentive” Menus <ul><li>For Their Home…. </li></ul><ul><li>Air Duct Cleaning </li></ul><ul><li>Replace Carpet with Tile </li></ul><ul><li>Added Amenities </li></ul><ul><li>Maid Service </li></ul><ul><li>For Them…. </li></ul><ul><li>3 Day Get Away </li></ul><ul><li>Spa Treatment </li></ul><ul><li>Dinner for a Month </li></ul><ul><li>Security Deposit Refund </li></ul>Ask Them What They Want!
    31. 31. “ The Letter” Unit # 1207 Dear _____(fill in the blank)_________: Your current lease expires this month . If you wish to renew, your NEW RENT will be, at lease , $50.00 higher than what you are paying now, $_______. If you want to go on “month-to-month”, it will be $125.00 more than you are paying now (market rate) PLUS $100.00 extra per month for the MTM fee. If you choose not to renew, you MUST give us a 35 day notice IN WRITING before you move out. We have enjoyed having you here for the past 10 years. Sincerely… “The Manager”
    32. 32. Oh Come On! Tell Me How Much You Love Me!!!! <ul><li>Be Available When THEY Need You </li></ul><ul><li>Show The Value Of Their Rental Dollars </li></ul><ul><li>If You Have It, It Should Be Working ! </li></ul><ul><li>Ask For Their Input </li></ul><ul><li>Hire Happy People!!!! </li></ul>
    33. 33. Your Front Line Defense! You will never get your employees to treat the customers any better than they feel the company is treating them!
    34. 34. Rewarding Their Efforts <ul><li>Day Off With Pay </li></ul><ul><li>Pay For Their Daycare or Eldercare </li></ul><ul><li>Spa Day </li></ul><ul><li>Sleep In or Leave Early Coupons </li></ul><ul><li>The Royal Treatment </li></ul><ul><li>Shopping Spree </li></ul>
    35. 35. You Have to Love What You Do
    36. 36. So Come On Baby! Let’s Get Started! Your Customers Deserve Your Best in 2010! I’ve Got A Passion For Performance!
    37. 37. Thank You!

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