Site Management Survival Tactics:

1
Anne Sadovsky Presents

• Site Management Survival Tactics
• How to Pocket an Extra 100,000

2
Your ResidentsWhy is it Important to Keep Them?
3
Make a list

• 1.
• 2.
• 3.
• 4.
• 5.
• 6.

4
It costs 5 times more to get a new resident than
to keep the one youve got!!!

• Begin by choosing the right residents in the
  first place
• When the market is strong
• But when it is soft..

5
Dont Shoot Yourself in the Foot

• The application process
• You could lease only to redheadscriteria for
  leasingtake a new look
• Criminal check

6
Give all the facts to all the folks

• Occupancy standards
• Fair Housing and kids
• Pets / animals
• Lease term options
• Technology satellite dishes, high speed access,
  on line rent paying, credit cards

7
Important tips

• Reword your rules into community policies
• Nowhere is securewatch what you imply
• Successful Service Requestadd what the cost
  would be if they had to pay

8
Who is Your Biggest Competitor

• If they buy they lose
• Mobility
• Flexibility
• Recreation / social activities
• Maintenance / customer service
• You!

9
Create a Rent VS Buy Campaign

• www.nmhc.org
• Condo conversions
• Use the one sheet

10
Ritchie Renter and Henry Homeowner

• Use a little humor to make a point
• Put in on your website
• Publish a column in your newsletter on the
  benefits of renting
• Get sold yourself

11

Ritchie Renter
Henry Homeowner
Lonely? How can you be lonely? My apartments
None of my neighbors even speak. have
parties where I meet lots of people!

Hey, lets go camping this weekend!
I cant. I have to mow the
grass


and pull the weeds.
We both got a bonus, lets take a vacation.
I have to buy a new hot water
heater!

12
Can You Identify with this Story?

• Or does this sound more familiar?
• Why customers quit
• 1 die
• 3 move away
• 5 buy from or through friends
• 9 competition takes them away
• 14 product dissatisfaction
• 68 perceive employee indifference

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Renters evaluate us

• 1 Reliability
• 2 Responsiveness
• 3 Assurance
• 4 Empathy
• 5 Tangibles

14
Dealing with Difficult People

• Dont React
• Disarm them
• Change the game
• Use magic words
• Every Resident should be a public relations
  spokesperson for your community

15
For Service Success

• The resident is not your enemy
• Develop your people skills
• Understand / survey the customerask questions
• Be available and remember names
• Think win-win

16
Develop a Plan

• Move in daywelcome gift
• Birthday card / email
• Regular communication
• Budget for renewal gifts / incentives

17
Move-in day Welcome Gift Card in apartment.
Printed brown grocery bagtoilet paper, paper
towels, correct picture hangers, small hammer.
10 -or- Shallow basket, dry pasta, jar pasta
sauce, bread sticks (individually wrapped), soft
drink/ water (big bottles), 4 paper napkins, 4
plastic forks, paper tablecloth, 4 chocolate
mints, welcome cardDinners on us your first
night home. 15 Get birthday (not year) and
set up in computer to send birthday card on that
day 1st Week Welcome Letter and Survey with
follow-up call from the Manager. 3rd Week Brief
letter from Maintenance with blank Service
Request forms (or reminder of where to e-mail
Service Requests) and reminder of Resident
Referral Fee. We will advise how to work around
the Res. Ref. Fee restrictions (contract
labor). 60 Days (2 months) after move in Check
file/ computer for Service Requests if none or
few, send note/ call. 4th Month Check for rent
payment habits and Service Requests, if good, ask
resident/s for their opinion and testimonial (to
use in 3rd party promotions of property). 5th
Month Send a We Appreciate You Gifta mug of
candy or popcorn pack with movie tickets (or
video rental coupons) with letter This is your
home 7th Month Send Address Labels printed
with their name and apartment number. 9th Month
Rent vs. Buy one sheet. 10th Month Invitation
to stay / renew with High Cost Of Moving one
sheet. 11th Month Renewal Bonus menu
(non-cash, non-rent) from which resident/s may
choose. 300 Also, a personal telephone
call.
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What Will You Do to Get them to Stay

• Carpet Cleaning,Painting,Make ready cleaning
  maintenance,Replace Counter Top,One appliance,Add
  Ceiling Fan,Incentive/new renter, 1
  monthAdvertising (pro rata- share),Leasing
  Bonus,Locator Fee,Loss to 2 weeks Vacancy,
  Utilities. Add whatever else you think
  ofAverage 2,500

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What if?

• 300 Renewal bonus
• Non cash, non rent, non refundable
• Menu
• Paint.200 or spot paint 75
• Appliance 300
• Cleaning Service 150
• Microwave 100
• Ceiling Fan 75
• Hard surface floor replacement 150

20
Use a High Cost of Moving Sheet

• New deposit 300
• Pet deposit 300
• Utilities 150
• Redecorate 250
• Incidentals 100
• First Months Rent 750
• Application Fee 35
• Moving Van 500
• Groceries 200
• 2,585. cash up front

21
Make a list of 3 things youll use from todays
sessions

• 1.
• 2.
• 3