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Ellis Partners 1st Qtr 2016 Benchmark Results Executive Summary

5/4/2016
Ellis, Partners in Management Solutions is your source for an integrated solution to your sales, marketing, resident retention and business process improvement needs. For 32 years, we have been helping apartment management companies and owners evaluate employee performance and effectiveness, and we remain committed to the growing needs of our customers. We strive to deliver the most modern and effective tools to help you monitor and evaluate onsite leasing engagement and marketing effectiveness, as well as compare your team’s performance to others in the industry from the prospect experience throughout the resident lifecycle, via our Mystery Shopping and Resident Survey programs.

Our theme for the 2016 Ellis Benchmark is “Think Differently and Take Action”. This year we will be highlighting four selling areas that speak to both potential customers and existing residents: Lead Conversion, First Impressions, Selling Value, and Closing. We will share customer feedback data from Ellis Shopping Reports and Ellis Resident Surveys conducted for the calendar quarter to present a complete picture of the customer experience inside and out.

At Ellis, we believe that ACTION changes everything, so we are paving the way with the release of our combined Benchmark results. To this end, we will also employ the help of ‘Anna Leaser’ and ‘Franc Buyer’, who will share practical ideas that your team can implement via our Ellis Training Video (ETV) series. We hope you will join us each quarter as we convey Benchmark results for mystery shops and resident surveys and offer performance improvement ideas designed to inspire and ignite your team to action.

Ellis’ First Quarter 2016 Benchmark:  Overall Results

Mystery Shops
Since 2000, the Ellis Shopping Report Multifamily Industry Benchmark quarterly ranking and comparison has been our way of identifying and recognizing the leasing performance for the prospect experience. For mystery shops, Ellis benchmarks performance on the 10 key Benchmark questions and the Customer Experience. Companies can qualify for platinum, gold, silver, or bronze level based on their company’s overall Benchmark score for the quarter. READ MORE

"Who is Gen Z?" from Ellis Partners in Management Solutions

3/9/2016

 Are you thinking about Gen Z yet? Millennials are about to be old news, and the generation following them has a completely different set of needs and values. This new group is going to be our target renters before we know it. For some properties, they already are.

So who is Gen Z? They were born after 1995, which means the oldest of the group is already 21. While we don’t know much about Gen Z yet, we do know a lot about the environment they are growing up in.

READ ARTICLE

 

 

Managing Negative Feedback and Online Trolls

2/25/2016

Ellis | Partners in Management Solutions
February 25, 2016, 1:00 PM - 1:30 PM CT
*11 AM PT, 12 PM MT, 2 PM ET
Reserve your seat today. Space is limited!

Negative feedback and trolls put the fear in reputation management! They are much easier than you think!

In this webinar, we will discuss:

How to identify a troll

How to handle a troll

How to prevent trolls.

To Register, CLICK HERE! Webinar starts at 1:00 PM CT

(11:00 AM PT, 12:00 PM MT, 2:00 PM ET)

Ellis Shopping Report Multifamily Industry Benchmark 4th Quarter 2015

1/19/2016
Happy New Year! Welcome to the Fourth Quarter 2015 Quarterly Shopping Report Performance Comparison. Ellis, Partners in Management Solutions is your source for an integrated solution to your sales, marketing, resident retention and business process improvement needs. For 32 years, we have been helping apartment management companies and owners evaluate employee performance and effectiveness, and we remain committed to the growing needs of our customers. We continue to strive to deliver the most modern and effective tools to help you monitor and evaluate on-site leasing engagement and marketing effectiveness, as well as compare your team’s performance to others in the industry. Thank you for partnering with us as together we seek out opportunities which will stimulate employees to dig deeper into the leasing conversation and enrich the experience with their customers.

The 2015 Benchmark theme was designed to foster internal conversations about training the multi-generational front-line leasing team. We hope you gain some new understanding as a result. Fostering a diverse workplace continues to be a high priority for many companies today. In this final letter of 2015, we explore some trends in Training Delivery which speak best to Generation Y.

Changing Trends


It has been said, “The best predictor of future performance is past behavior.” Trends give us an opportunity for improvement when it comes to serving the customer. Where have your employees ranked among your competitors over the last 16 years? These invaluable trending graphs provide a quick glimpse of benchmark averages since 2000. What does your company trend look like? READ MORE

Crisis Management

12/3/2015

Crisis happen; it’s inevitable. An unfortunate event takes place that affects your brand and it winds up being aired on the news for all to see. Now, with social media in the mix, crises happen more often because customers are very quick to share a negative experience and others are quick to share or retweet. And then you have a whole new crisis to handle: a social media crisis.

Before we can dive into how to handle a crisis, we must determine what a crisis is. For example, mean tweets talking about a rude leasing professional is not a crisis. A real crisis or disaster could be a shooting or fire or something to do with faulty technology. For example, may your rent payment system double charge residents, or the fancy keyless locks stop working throughout the property. Furthermore, a person tweeting that their new apartment wasn’t clean at move-in isn’t a crises, but a gunman on your property is.  READ MORE

Ellis Shopping Report Multifamily Industry Benchmark 3rd Quarter 2015

10/15/2015
...Another quarter has elapsed and we are delighted to bring you the Third Quarter 2015 Ellis Shopping Report Multifamily Industry Benchmark. Now is a time to ponder on leasing performance and seek out opportunities which will stimulate employees to dig deeper into the leasing conversation and improve the experience with their customers. As your partner, Ellis strives to deliver the most modern and effective tools to help you monitor and evaluate on-site leasing engagement and marketing effectiveness, as well as to be able to compare your team’s performance against others in the industry.

This year’s Benchmark theme is designed to foster internal conversations as we seek to understand and train the multi-generational front-line leasing team. Fostering a diverse workplace is a priority for many companies today. As a result, insightful leaders are beginning to realize that their training design is not cutting it for the fast-paced, new emerging employee. In this letter, we explore some new ideas in the physical learning environment which speak to Generation Y.

Changing Trends

There is always an opportunity for improvement when it comes to serving the customer. Where have your employees ranked among your competitors over the last 15 years? This invaluable trending graph provides a quick glimpse of benchmark averages since 2000. What does your company trend look like? READ MORE

"What Residents and Prospects Want to See From You on Social Media"

9/28/2015

ELLIS Parnters in Management Solutions 

Join us for this FREE Webinar September 29, 2015

11 AM PT, 12 PM MT, 2 PM ET

The rules of social media have changed again!  We will discuss what your residents and prospects from you on social media and how you can develop a strategy to meet their needs


CLICK HERE to Register.
Space is limited

"STOP YELLING AT ME! What to do When Your Residents and Customers Are Not Happy"

9/24/2015

September 24, 2015 at 1:00 pm - 1:30 pm CT (11 am PT, 12 pm MT, 2 pm ET)

FREE Webinar by Ellis Partners

Unhappy, unsatisfied (and extremely vocal about it!) residents and customers are a reality of life in residential property management. Even the best companies, with the best people and the best of intentions fall short in the eyes of their customers; and when they do fall short, how they handle those situations can go a long way to whether customers become residents, and whether residents remain residents!

CLICK HERE to reserve a space!

"Do Renters Feel a Sense of Community Spirit at Their Apartments?"

9/1/2015

Is it just a place to hang their hats, or do your residents really feel connected to their apartment community? This month, MHN partnered with Kingsley Associates to find out how resident feel about living in their communities.

“I enjoy having friends and family come visit, and I’m constantly telling friends about the community when I know they are unhappy living in other complexes.” —Tempe, Ariz.

“I have only lived here one month, but I feel isolated and people do not seem very friendly. It all seems very impersonal.” —New York

“People are very friendly. It’s nice to see that many tenants have lived here for a long time.” —New York

“This community of residents seems of high caliber along with the staff, which also lends to the environment here. Residents are kind and friendly on the elevator.” —Kirkland, Wash.

“I find that the new leasing staff is not friendly and truly uninterested. They make no attempt to engage in conversation or even try to remember who you are.” —Seattle

READ ARTICLE ON MULTI-HOUSING NEWS 

The Apartment All Stars' "Complete Guide to Leasing"

7/15/2015
Get a FREE copy when you order a subscriptions this month for Rent & Retain by Mindy Williams.
 
Simply put ALL STARS in the promo code box upon check out and you'll receive the book and a year's sub to the magazine for $79 (book is $29.95 by itself)..

Interested in just buying the book?  Buy a BRAND NEW copy at Amazon.com by clicking here:  ALL STARS BOOK ON AMAZON  Find out more at http://www.RentandRetain.com. 

Housing Discrimination Doesn’t Need Intent, Supreme Court Says

7/2/2015
Much of the country’s attention has been on the United States Supreme Court’s rulings on marriage equality and the Affordable Care Act last week, but the nation’s highest court also handed down an important housing decision that looks at whether a public or private entity can get hit with a federal Fair Housing lawsuit even if it had no intent to discriminate. The legal concept is called disparate impact and, ever since the federal Fair Housing Act was enacted in 1968, all federal courts of appeal have interpreted the law to mean an entity can get sued for housing discrimination if its actions have a disparate impact on a protected class, regardless of intent.  READ ARTICLE

How important are Attribution, Segmentation and Retargeting in your lead generation campaigns? by Spherexx.com®

4/7/2016

Billions of dollars are spent on Internet advertising every day and the trend continues to grow and expand because Internet advertising delivers customers and sales to retailers and service providers with the certainty of a sunrise.


Whether your Internet advertising budget is in the hundreds or the millions of dollars, an understanding of the lead journey from launch to conversion is essential to continually optimize your advertising investment return.  

ATTRIBUTION – WHERE TO INVEST ADVERTISING DOLLARS

Attribution is defining the source of your lead result.  Whether the lead arrives from an organic search of your website, Internet Listing Service or a paid advertisement, a good lead tracking system will have the functionality to identify more than one advertising source.  The first response to a call to action will register the prime source. Identifying a secondary source is useful in determining how prospects interact with your content and how they react to the “bread crumb” trail that results in response to an ad.  

This multilevel tracking method is made possible by inserting a Dynamic Number Identifier and referral tracking scripts.  For example, a prospect visits an ad source and clicks a link that redirects them to a website; next, the prospect interacts with the main website by filling out a form, purchasing, or requesting information.  When the tracking code from the advertising source hands off the lead to the website, the Dynamic Number Identifier populates as a telephone number that identifies the original advertising source.

SEGMENTATION – WHAT PRODUCT OR SERVICE TO TARGET         

A good lead management system will have the functionality to deliver advertising responses specifically to targeted products and services.  Leads can be filtered and retrievable through advanced search options by demand and preference. This creates a prospect pool that can be contacted by email, text or telephone.

RETARGETING – WHAT PROSPECTS TO INVITE BACK TO YOUR WEBSITE

One of the most sophisticated methods of advertising tracking and optimization is retargeting website visitors whose search behavior indicates they have real interest in what you have to offer.   There are many retargeting advertisers available today to deliver your ads specifically to guests who have exited your website and are shopping for the kinds of products and services you have available.

This method is accomplished by algorithmic calculations that take many factors into consideration: what items the visitors linger on, how often they return to a topic, what areas of the website they view and other criteria.


You will need to have a gallery of text and banner advertisements available that are sized to popular ad dimensions so your retargeting provider can optimize available advertising space on the fly.  Your ads can be coded for segmentation to deliver responses directly to exact locations on your website.


Retargeting can also be accomplished with Facebook advertising, email contact lists, and emails of website guests who have provided their email address in the past.
For best results, creative content and advertising expertise, hire Spherexx as your Internet advertising provider.  Call 866.491.7500 or email SALES@SPHEREXX.COM

Selling & Communicating with Different Generations

2/9/2016

Ellis | Partners in Management Solutions
February 11, 2016, 1:00 PM - 1:30 PM CT
*11 AM PT, 12 PM MT, 2 PM ET
Reserve your seat today. Space is limited!

Your sales success depends on understanding your different consumer groups. Learn how to succeed in today’s market with the challenge of generational complexities.

In this webinar, we will learn:
- The unique demands of each generation of resident
- What each generation values
- Preferences of each of the 4 generations of renters

To Register, CLICK HERE!

Webinar starts at 1:00 PM CT

(11:00 AM PT, 12:00 PM MT, 2:00 PM ET)

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