LIVE! From MproTV: A Leasing @ Current Market Rents Special Feature!

If you're a Leasing Professional, when your phone rings it's probably a resident or a potential resident calling. Statistically speaking, four out of five first contacts come to us as phone calls, and four out of five signed leases start off that way. In plain language, this means that how well you handle every call has an overwhelming impact on your closing ratio ... MORE of an impact than how you handle any other first contact with a potential customer. And even if you think you already have a great handle on phone skills, consider that today's caller has access to a full array of added technology options thanks to smartphones, changing the game when it comes to what's possible when that first phone call occurs.

So how might your telephone-to-traffic-and ultimately your closing ratio-be affected if you got better and smarter at turning calls into visits with less lost opportunities, and taking full advantage of all the new possibilities out there that can give you a killer competitive edge? How much more effective could every tour be if it's built on a flawless first impression and a phone experience that has already set you head and shoulders above the competition? The answer is that your closing ratio can SKYROCKET, and your presentations can be out-of-this-world successful ... if you just know how to use the telephone with every advantage available to you today!

Join us for this FREE Special Feature, led by two of our industry's most renowned leasing experts, Toni Blake and Tami Siewruk.

YOU WILL:

• Engage your telephone customer with a new series of high-powered telephone interview questions, strategies and tools designed to convert telephone calls to leases.
• Make best use of technology to communicate with GenY and other tech-savvy consumers through links, photos, videos, and other informative online resources.
• Discover and use fantastic visual tools including areal maps, walkscores, and local Facebook fan pages that create an unforgettable telephone presentation.
• And more!

Spend just one hour with two of our industry's top leasing experts and gain a new set of innovative, career-changing skills and techniques that are proven to increase revenue and put YOU and YOUR COMMUNITY at the top of the shopping list! Register now, FREE, gather the Leasing Team together to watch this LIVE presentation, then watch the closing ratios soar!

Team-Building and Traffic Generation x2
Our goal at Newport and Concord Village is to cross-train all our staff, increase qualified traffic, encourage return visits, and improve our closing ratios. In addition, by cross-training, we will be able to improve the market-ready condition of our vacant apartments and decrease the response time to our maintenance requests. Our team members include the Newport and Concord Village... Read More

Increase Renewals 10%
Offer your residents an incentive to renew their leases early. This can be, and has been, done during an open house, or you can set aside a special month, like February or March, for the renewal incentive. This is how it works: Advertise to your residents through your newsletter, emails and notices that you are offering a special rental increase if they sign their leases early... Read More

12 Ways to Increase Performance Anytime
With soft markets and shrinking budgets, the focus on retaining Residents and saving money is at an all-time high. Since our Service Team members are the key to achieving this goal, here's 12 ways to make it happen! 1. Why most people don't perform as expected: My basic premise is that 98% of all Employees REALLY WANT to do a good job (when you find you have hired one of the other 2%...  Read More

Unique December Promotional Ideas
Operation Santa Paws Month; Root Vegetables and Exotic Fruits Month; Safe Toys and Gifts Month; Tomato and Winter Squash Month; National Hand-washing Awareness Week; Gluten-Free Baking Week 19-25: a local baker can offer some wonderful tips and recipes; National Chocolate-Covered Anything Day Dec. 16: no explanation needed on this one but lots of PR opportunities... Read More

Raise Rents, But Offer an Early Lease Discount
None of us want to pay more money for the apartment or house we are renting. Most of us have trouble increasing our customers' prices when we ask for a new renewal commitment. One of the things I've learned is that perception is reality. So the key to raising the rents while keeping resident retention high is to help your residents perceive that they are getting a bargain... Read More

The Case Against "Business Casual"
"Employees who don't dress appropriately cap out a ceiling on their careers really quick," says professor Dennis Tootelian of California State University, Sacramento. According to the study done by Tootelian, nearly two-thirds of Americans have felt inappropriately dressed at a business or a social function; and more than two-thirds are uncertain about the differences among business attire, business casual... Read More

How To Quiet the Twitter Noise
Twitter is my news stream. I use it to get the best news and information from people that I trust and admire. I barely even use my Google Reader anymore because I carry my Twitter with me everywhere I go. As you find more and more interesting and valuable people to follow, you're going to find it difficult to keep track of all of the tweets you receive. You're going to need something to help you manage all of the noise... Read More

Register for Brainstorming 2011 Before January 1 and SAVE!!!
Registration is now open at http://brainstorming.multifamilypro.com/2010-sessions/register-now/. We're offering an UNHEARD OF special Super Early Attendee rate of ONLY $395 for paid registrations before December 30, 2010!!!  Hurry and reserve your seat now for our next event, September 13-16 at the Renaissance Glendale in Phoenix! It's the best Holiday gift you can possibly give yourself.  We'll see you there! Read More

On the list of things that are done for all the wrong reasons in organizations, performance reviews would have to rank near the top. They end up being “check the boxes” exercises that have little influence on performance because they take place after the fact. The typical performance review is the equivalent of landing an airplane and asking, “Now, where are we?” It’s a little late in the game for that question.

One of the worst things about reviews is the use of numerical values to rate performance. You have probably met more than one manager who refuses to give the highest rating to anyone using the excuse, “I don’t believe in giving perfect scores.” Recently an employee of a major corporation related the bizarre example of this attitude he experienced in his most recent performance review. After the end of the evaluation, his manager said, “Nobody scores that high!” He then proceeded to lower the employee’s scores.

If the scale is 1-5 and no one ever gets a 5 then that means you’re a lousy manager. Why can’t the people who report to you ever hit the mark? What’s sad is that the boss who is afraid to acknowledge someone has met or exceeded expectations never quite understands why people quit trying to meet or exceed expectations. If you never give a 5 (or even a 4) when it’s deserved you create a culture where 3 becomes your standard of excellence. Mediocrity is not only acceptable, it’s as good as it gets.

On the flip side is the failure to let someone know that they’re just not getting the job done. Too many bosses are so fearful of conflict or hurting people’s feelings that they will ignore bad behavior and poor performance even when it’s detrimental to the organization. Once people understand that no one will ever call their hand when they fail to meet expectations, the tail starts wagging the dog. Guess what happens when a supervisor gives a 3 or a 4 when the employee deserves to be shown the door? Pretty soon you end up with a group of employees that makes The Three Stooges look competent.

The annual review is not going to go away, but the real performance review should be taking place in real-time every day. Good or bad performance needs to be recognized immediately and consistently. The manager’s role should be like that of a flight instructor. The employee’s role is like that of a student. The instructor and student fly side-by-side.

Clearly Define Expectations.

First, there needs to be a flight plan with clearly defined expectations. To establish the plan, the manager should ask the employee to complete a list of expectations of the job from the employee’s perspective. This should include what he believes the responsibilities are and what authority he possesses. The manager should do the same from the manager’s perspective. Then, a discussion needs to take place to reconcile the two lists until both are in agreement. The manager also needs to learn what the employee believes he needs from the manager to successfully do his job.

Measure Behavior, Values, and Skills.

In addition to establishing these expectations, assessments should be completed to measure behavior, values and skills required for the job. Then corresponding assessments should be completed by the employee to see how they compare. This establishes a benchmark that helps the employee to understand his strengths and helps the manager understand how to capitalize on his strengths. It also identifies areas which need strengthening. It’s important to remember that the employee has to be a good behavioral fit for the job. No amount of coaching can remake someone into something he is not.

Communicate Constantly and Consistently.

Now, that there is a flight plan in place it is the manager’s responsibility to provide a system and process for constant and consistent communication. He has to coach the employee, not just evaluate his performance to keep the plane on course. In my first job out of college, my sales manager called me every Monday morning. His questions included: What’s going on? How are you doing? What can I help you with? This provided him with what he needed to know to help me do my job. It provided me with the help I needed do my job.

Provide Specific Feedback.

When employees meet or exceed expectations they should be told they are on course. This needs to be specific. There is nothing in the world that will inspire you more to keep doing a great job than to hear from the boss that you are doing a great job. The only exception is when those words are either insincere or untrue.

When employees fail to meet expectations they need to be told they are off course. Again, this needs to be specific. If you don’t hear what you need to improve on the only assumption to be made is that you doing what you should be doing — or your boss doesn’t care what you do. I know of a case where employees describe their manager as a wonderful person but do not think he is a good manager. They like him but dislike working for him because he gives them no direction. They feel like they are flying blind. This creates a high level of anxiety for the employees and the manager.

Choose Your Direction.

Employees need and want direction. How and when it is done is what makes the difference — for the employee, for the boss and for the organization. Like flying a plane, reviewing performance should be a matter of constant course adjustments. If you wait until the end of the flight to make adjustments to the course you will always be disappointed with where you land. Worse yet, someone else will probably be sifting through the wreckage to figure out why the plane crashed.

About the Author:  Jim Whitt is an unapologetic people provoker. For more than 20 years as a speaker, consultant and author Jim has provoked people and organizations to reach their full potential. He is cofounder of Purpose Unlimited which is in the business of transforming lives, leaders and organizations through the power of purpose. To find out more about his speaking and consulting please visit www.PurposeUnlimited.com or call 918-494-0009.

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Form An Alliance at Brainstorming 2010: Reality Check!

It's not your typical seminar, conference, or workshop. Unlike any other national Multifamily event, only Brainstorming connects you to the vast power of many individuals working together with one goal: to solve your toughest challenges! You'll receive thousands of ideas worth millions to your company, communities, and career, guaranteed to repay your investment and more! Register for Brainstorming Now!

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