customer service

Under New (Reputation) Management

Apartment communities change owners and management companies frequently. Among the list of challenges we often face in a management change, the online reputation that is inherited can be one of th
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Learn The Perfect Response When Someone Responds with “No”

I'm happy to share the next of my videos for CORT in their Sofa Secrets series, a video-based educational program for apartment industry professionals. This Sofa Secret is abo
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#1 Need for a Pet Park? Cleaning up #2!

As I'm working on my new property, Vargos on the Lake, I'm scouring the internet for things that will make the property stand out.  One of my projects on the site is the Vargos Pet Park.  Th
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Getting to know you…

Seen at the Hotel Derek in Houston… a creative (and easy!) way to connect and spark conversations with guests! Each member of the front desk staff at the hotel has their own card in a frame that th
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A Marketing Lesson from 6 Dollar Shirts

My cousin, Andrew, placed an order with 6 Dollar Shirts.  This could have been your run of the mill Internet transaction until he received a game changer in his email box. He found an email
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While listening to Heather Blume's webinar yesterday on the Apartment All Stars Webinar Wednesday Series, I was inspired to write up an idea.  Heather's topic was "Reinventing the Resident Even
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Apartment Community Art Wall

This apartment community clubhouse features an art wall.  What makes this very special is that all the art has been created by their residents.  I think this would be a great talking point
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I Bought Another Pair of Shoes

I know you are not surprised by the fact that I bought another pair of shoes. I love my shoes. Today I am on a 4 day trip and I have 5 pairs of shoes with me! Years ago, no one would have imagined b
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It’s Not Just A Parking Sign, It’s A Statement

Marketing and retention is more than just flyers and ads. To be effective, you have to address everything you do as it is a reflection of your property's overall mission. Even a parking sign creates
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Does Anyone Work Here Anymore?

It's Friday night, you invite your best peeps over for happy hour. People start to arrive, walk in your front door, look around and you are missing. The guests make their way all the way back to yo
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