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Join multifamily’s resident satisfaction and retention authorities, Lia Smith and Jen Piccotti of SatisFacts.  The absolute most effective thing you can do to keep your efforts on track is to safeguard your most valuable investment: the customers you already have. Given the high cost of turnover and that the majority of turnover is controllable (yes, it is!), that’s why we’ve devoted an entire show to just this aspect of the way we do business today. In each episode, you’ll hear more about what drives retention and learn about best practices that will  improve resident satisfaction and keep them renewing!


 Register Here for  this free program on December  20, 2012 – Weighing the Value of Resident EventsDo an internet search for “Resident Retention” and you’ll find hundreds ideas for resident events and activities. But what impact do these really have on resident loyalty? Learn what matters most to residents when they are making their lease renewal decision! 

Watch these FREE programs today!


Generating Gratitude on Your Online Ratings

How to maximize positive comments and scores on your rating and review sites, keeping in mind that online reputation begins with your onsite reputation.


 Leasing Agent: Stand Out! Get Noticed!

An insider’s look on how to reach your full potential in the eyes of your prospects and your company, including, how to connect with prospect/new resident/existing resident, how to win points with the maintenance team, and how to impress your supervisor!


 The Top 5 Ways You Can Impact Lease Renewals

What has the greatest impact on resident loyalty? Here’s the latest data on what matters most to residents when they are making their lease renewal decision and what you can do to impact that decision.


How the Maintenance Team Will Save Your Summer

The summer months can cause a priority tug of war between turning units and addressing service requests. Learn strategies for maintaining balance between the two needs that not only benefit existing and new residents, but office and maintenance team members too!


Move-In Magic

New residents begin to make their lease renewal decision within the first hours and days of moving in. Learn the keys to a perfect or near-perfect move-in experience that sets the stage for lease renewal from Day 1.


 Making the Grade in Student Housing

School will be back in session before you know it, and you’ll want to be prepared! Learn the latest in how and why students (and their parents) may choose apartment living over a dorm, what makes student renters different than conventional renters, and what matters most, based on the findings of the 2012 SatisFacts Student Index.


How 54% of Your Current Residents Will Boost Your Online Reputation

According to the currently released SatisFacts study, “Getting Inside the Head of the Online Renter,” a majority of residents are willing to post positive online reviews about your community, but only a small percentage ever do. Discover how to fix this disconnect and dramatically improve your online reputation!


Service Request Superheroes: Saving Residents, One Service Request at a Time – The maintenance teams are considered the superheroes of an apartment community by the residents. And why shouldn’t they be? They swoop in and save the day, whether by plunging a toilet, fixing the A/C unit on a 100 degree day or repairing a stove just hours before a family celebration. The truth, however, is that a successful service request resolution process is an entire team effort – starting with the leasing office taking the service request call, and ending with follow up.  Residents expect their requests to be completed quickly and correctly, and failure to do so can results in increased turnover. This session will review the 2010 SatisFacts Index for the Insite Work Order Follow Up module, show the powerful relationship with service delivery on satisfaction, as well as provide suggestions on how to evaluate your service request process from start to finish to show residents they have an entire team of superheroes providing exceptional service.



 The Road to Resident Renewals – Research shows that the most impactful way to increase Net Operating Income and Asset Value is to boost satisfaction to hold on to your existing residents and reduce resistance to rent increases. Learn from one client’s dramatic case study of how focusing on best practices increased their residents’ likelihood to renew by 16 points and reduced vacancy loss by 21 percent!


 Residents Say the Darndest Things – We can talk all we want about what matters most and what drives satisfaction and retention, but no one says it better than your residents. In this unique session, we’ll share real resident quotes from our Insite 365-day-per-year customer service feedback system and strategies to accentuate the positive service you and your team provide.



 How Your Retention Strategy Impacts your Online Reputation – Online reputation management begins with your onsite reputation management. Learn where your residents and prospects are (and are not) looking online to find out information about you, and what you can do in your daily resident interactions to reduce negative online press. In this dramatic client case study, learn how one company was able to reduce the number of negative comments on by over 200% in less than one year.


Inside the Head of Today’s Online Renter – Part One


Inside the Head of Today’s Online Renter – Part Two


 Inside the Head of Today’s Online Renter – Part Three


 Boost Your Online Ratings! Hosted by Jen Piccotti and Lia Nichole Smith – Based on new data from SatisFacts’ 2011 study, “Getting Inside the Head of the Online Renter,” learn what opportunities you may be missing to increase your positive comments and scores on the most popular rating and review sites.


Retention Season is Three Months Away. Do You Know Where Your Renewals Are?


The Top 10 Reasons Residents May Not Renew Their Lease with You – The latest data from the SatisFacts Index reveal the truth behind residents choosing not to renew their lease. Find out how to defend against many surprisingly controllable issues!


 Your Retention Strategy begins on Move-In Day – Did you know residents begin to make their lease renewal decision within the first days and even hours of moving in?  Find out how to ensure you are setting up your residents for a successful move-in and to “set the stage” for a long-lasting residency.


Just what is an Idea Bank? It’s not much different from a regular bank, really, except that it is a depository of information rather than money … but you just might benefit financially from the ideas that you pick up here too! Making a deposit and withdrawing ideas are always Free. Multifamilypro has created this free database for your benefit. Whenever you need a great idea simply deposit one! In exchange you’ll be able to make withdraws of great marketing, leasing, management, retention and renewals, training, human resources and service ideas as well as informative case studies. Click here and make a deposit today!



E-mail is a great way to reach out to someone quickly and easily with a message of thanks, appreciation, encouragement and congratulations. It’s also an excellent follow up tool! Welcome to Multifamilypro’s Correspondence Central your FREE source for creative and memorable e-mail postcards! Click on any category to browse the available greetings; add your own customized, personal message – even music; and make a memorable, lasting impression on a friend, team member, associate, resident or future resident with just a few clicks of your mouse!
Each and every month we will send you at least 5 resources that are FREE to people in the multifamily industry! Make certain you join our TGTW program