Resident stories are either good or bad, rarely somewhere in between. Takeaway 5 strategies to learn how to generate gratitude!

1. PART THREE

2. PRESENTERS
Lia Nichole Smith
VP of Education and Performance
Jennifer Carter
Director of Client Performance

3. 30 minutes,
stick around
for questions
and chat
Session is
being recorded
Follow up
email with
slides
Register for
upcoming
sessions
Chat box open
for questions
and comments

4. THANKS TO OUR SPONSOR!

5. Who do you trust?
PART 2: SOCIAL PROOF

6. Website for a company 35.8%
Advertisement 11.7%
Social networking pages 9.0%
Celebrity endorsement 1.2%
2017 Online Renter Study, SatisFacts
PART 2: SOCIAL PROOF

7. PART 2: SOCIAL PROOF

8. PART 2: SOCIAL PROOF

9. PART 2: SOCIAL PROOF

10. A TALE OF EXTREMES

11. A TALE OF EXTREMES

12. A TALE OF EXTREMES

13. A TALE OF EXTREMES
REVIEW REVIEW
love
awesome
wonderful
happy care
beautiful
amazingbest
great
horrible
hate
worst
terrible
poor
bad
slow awful
NEUTRAL ZONE
happy
don’t

14. BEYOND THE BASICS
Highest scoring topics Correlation to Value
1 Maintenance courteous and professional 21
2 Office courteous and professional 15
3 Office availability to hear concerns 13
4 Quality of maintenance 19
5 Office, responsive and dependable 8
2017 Annual Survey Correlation Analysis
# of topics: 27

15. LOW HANGING FRUIT
2018 Social Media Study, SatisFacts

16. LOW HANGING FRUIT
2018 Social Media Study, SatisFacts

17. WHAT’S THE STORY?
“You won’t believe…”
…I told the office about my
neighbor and they took care of it”
…I told the office but my neighbor
keeps having loud parties on the
weekend.
…my AC went out and the service
team fixed it the same day.”
…my AC went out 3 days ago and
I’m still waiting on someone to fix
it.”
…I got a renewal notice and my rent
is only going up $100.
…I got a renewal notice and they’re
upping my rent $100!”

18. THE SOLUTION

19. 1 - CLEAN YOUR HOUSE
• Streamline processes
• Service requests
• Expectation of response
• POC for resident issues
• Act on feedback
• What’s working?
• What’s not?
• Past reviews
• Look for “echoes”

20. 2 - SET THE TABLE
• Community appearance
• Weekend drive-bys
• Quadrant walks
• Apartment appearance
• Residents can use
everything they pay for
• Communicate updates
• Where is the money
going?

21. 3 - ON THE MENU
• Best meal ever
• Return again
• Tell and bring others
• Elevate service levels
• Get better year after year
• Add a new
service/feature
• Build resident excitement
• “Can’t wait to see what’s
next”

22. 4 - INVITE GUESTS
• Give them a non-self-serving
reason
• “BECAUSE our corporate
office reads them
• “BECAUSE you’ve been
here for 5 years…”
• Make the process easy
• Verified Resident
Program
• Email link to review page

23. 5 - ENJOY THEIR COMPANY
• Show appreciation
• Think EQ vs IQ
• Use words that generate
positive emotions
• 30% acknowledgement
• 70% marketing
“Wow! Your review made my
day. Thank you for taking the
time to talk about our fantastic
service team. They truly are the
heroes of our community.”

24. 5 - ENJOY THEIR COMPANY
• Show appreciation
• Think EQ vs IQ
• Use words that generate
positive emotions
• 30% acknowledgement
• 70% marketing
“Wow! Your review made my
day. Thank you for taking the
time to talk about our fantastic
service team. They truly are the
heroes of our community.”

25. 5 - ENJOY THEIR COMPANY
• Show appreciation
• Think EQ vs IQ
• Use words that generate
positive emotions
• 30% acknowledging
• 70% marketing
“Wow! Your review made my
day. Thank you for taking the
time to talk about our fantastic
service team. They truly are the
heroes of our community.”

26. KEY TAKE-AWAYS
Renters aren’t looking for an
“okay” living experience

27. KEY TAKE-AWAYS
Give residents something
extraordinary to talk about

28. KEY TAKE-AWAYS
Their words will create action for
future renters