RADISSON HOTEL DENVER SOUTHEAST
MISS MANAGEMENT
CAROL LEVEY | LEVEY ENTERPRISES
Working with your team when being shopped
I manage a large apartment community for a private owner that has recently become concerned about lagging leasing results . The owner has indicated she wants professional video shops carried out by an outside contractor . I have never been a fan of this approach because it just puts everyone on edge and shopper ’ s observations are often very subjective .
Can ’ t say I disagree with your concerns . I have seen outside shops that were ineffective , unfair and disruptive to a leasing team . Having said this I also realize that the owner has legitimate reasons to demand that a plan is in place to improve leasing results .
• Every leasing team can become complacent . This can happen during times of heavy leasing traffic and / or rising rents .
• Leasing must have informed expectations with accountability for results .
• Regular communication with the team combined with ongoing research and coaching to maintain correct market knowledge and consistent presentation skills will keep everyone on the same page .
• Finally , periodic video shops have become the norm in our modern era of increasingly demanding customers along with less risk tolerance for mediocre service providers .
The likelihood is that you will be expected to manage a bit differently so here are some tips for effectively contracting and utilizing video shops .
• Like all outside industry suppliers you have responsibility to choose the quality and the methods you can expect from the contract , technologies and people being brought on to your property and having access to your team . Does the contract spell out terms of what , how and by whom ? Is there a standard form that outlines the interaction on the phone and in person ? What provisions protect against a subjective evaluation ?
How are the shoppers trained to conduct themselves ? How well is your team trained on the purpose of the shops and how should the results be utilized to increase effectiveness ?
• The features and benefits of video inclusion should be explained , discussed openly and agreed to by individual team members .
• Sensitive follow-up and practice can calm fears and create a positive learning environment .
• As a management tool this process allows us to identify areas needing improvement making for a win-win situation .
IMPACT . INFLUENCE . INSPIRE .
February 15 , 2017 | 11am-1pm
RADISSON HOTEL DENVER SOUTHEAST
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Visiblity Wins ! How to Attract the Best Residents & Create an Army of Raving Fans
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VISIBILTY INTERNATONAL
In this highly entertaining , thought provoking and actionable presentation , business marketing and branding veteran David Avrin , CSP will show you and your team how to discover or create meaningful differentiators to gain visibility , earn mind-share and build your brand . www . aamdhq . org FEBRUARY 2017 • TRENDS | 13