Action is a character in collaboration

Definitions of action on the Web:

  • 1. something done (usually as opposed to something said); "there were stories of murders and other unnatural actions"

  • The purpose of my post today is to expose the, "they’s and them’s" that hold great apartment manageent teams back.

    Let’s start with the Number 1 "They/Them;" Those who have nonactionitis. You know the ones; we can’t do that because…, we tried that and…, yeah, but…, I hate to play devil’s advocate here, but…!

    All that being said there is value to an alternative view and or opinion. I know that to be true in my world as I tend to be the guy with the way over there ideas and if I didn’t have people around me willing to slow me down or temper my focus then I would surely be void.

    I firmly believe it is all in how you couch it.

    iJustine marketing an apartment community?

    iJustine and Leo Laporte
    discuss the cult of blogging. Justine livecasts her life 24-7. Laporte
    utilizes many tools online to share his life: radio, TV, photos,
    message boards, The Life of Leo Blog, as well as other means. [Fast Company]

    What if one of these guys or gals lived at your community? I think I would make it a point to do some target marketing via real live customer service. Talk about thin lines, this could go either way in terms of casting a positive and or negative image of your community.

    What do you think?

    I feel like I am a highly paid baby sitter

    Have you ever said that? I know I have at different times in my property management career; right wrong or indifferent. I read the following quote today and had an a-ha! moment.

    "If you treat employees like children, they will behave that way."

    Margaret Heffernan , author, “The Naked Truth“

    Feeling Used? It’s an Amazing way to live.

    "This is the true joy of life, the being used up for a purpose
    recognized by yourself as a mighty one; being a force of nature instead
    of a feverish, selfish little clog of ailments and grievances,
    complaining that the world will not devote itself to making you happy."
    -George Bernard Shaw

    Happiness is an inside job…the world will never make you happy!

    We have been writing about this concept for sometime now. The idea of a site (not a portal) where residents can bond together in an online community not unlike myspace or facebook. BeNeighbor is just that but from a condo perspective.
    I bought the internet address sometime ago with just that intent. I wanted to build a site that would act as a conduit for community. Given my hectic schedule I have not done anything with it. Now might be the time. I might have to dust off the idea and take some action on it. We shall see.

    Example Preventive Maintenance Letter


    In an effort to better serve our community, [Community Name] Apartments has established a Preventative Maintenance Program with a Fall/Winter annual inspection. This means that our maintenance staff will need access to your apartment starting at 9:30 am on Wednesday & Thursday (November 7th & 8th). The maintenance technician(s) will start our preventative maintenance on the fourth floor and work their way down to the first floor. They will conduct an inspection in your apartment for leaks, check smoke detector, air filters (replace if needed), and note any problems, which need attention.


    If you have any specific concerns, please note them on the attached form and leave it on your kitchen counter, for the technician to see when inspecting your apartment. Please keep in mind that some repairs noted might require scheduling for a future date to be complete. We hope that this will not be an inconvenience to you but rather a positive experience. If you have any questions or concerns, please feel free to contact our office.


    Thank You!

    [Community Team]


    Do you have a letter you want to share? Drop me an email and or paste a copy in the comment section below.

    Property Management Renewal Letter

    November 7, 2007


    Dear Resident,


    It’s been a pleasure having you as a resident at [Community Name] Apartments. Your management team would like to take this time to thank you for your continued residency here and hope that you have enjoyed it as much as we have.


    Attached to this letter is your new lease contract. This contract, if approved by you, will be an extension of your current lease for another year. All you need to do is check the boxes and sign at the bottom. It’s that easy! Once you have done this then you simply drop it off at the office or in the drop box located at the front of the office.


    Also enclosed with your new lease agreement is your renewal packet with some important paperwork, including some information regarding a change in our utilities billing, for you to fill out and return with your renewal lease.


    Another important change to note is that [Community Name] will now require all residents to carry Renter’s Insurance. Your renewal lease cannot be processed by our office without proof of that insurance.  You can either make arrangements with your private insurance company, or you can stop by the leasing office and pick up information about [Insurance Company Name]. 


    To show how much we appreciate your time here at Park Station we would like to extend a special renewal offer to you. If you turn in your renewal contract by Monday, November 26, 2007, we will give you a $400 credit towards your rent!!!!


    It is our hope that you chose to stay with us, however, if you decide otherwise don’t forget to give your 60-day notice to vacate.


    Thank you again for choosing to live at Park Station Apartments!






    [Insert name here]

    Leasing Agent

    5595 Street Address

    St. Louis, MO 63112

    Phone Number

    The power of a hand-written note

    Found this letter over at grokdotcom and started thinking about how cool it would be to use a variation of it in our community. I know most of us use welcome letters but are they personalized like the one below?

    ….that’s right, a hand-written note from the general manager, Ms. Lisa
    DeLorean. Not a computer-written-in-handwriting-font note, but a real,
    live, ink-on-quality-stock note. I wasn’t even terribly concerned about
    the words themselves — the note’s pleasant enough — but this fine
    business manager took the time to write that note herself, and addressed to me personally, so I know it’s not just the boilerplate greetings that tells you the name of the cleaning staff.

    It actually took me awhile to read the note, as most of the "wow"
    effect came from just receiving it! Of course, she thanks me for
    choosing her hotel, but she also thanks me for all the other visits
    I’ve made to the affiliated chain members (Crowne, InterContinental,
    etc., none of which I suspect factored into her bonus those past
    years), and then she finished with a bang [emphasis mine]: "We want you
    to be very satisfied with your stay."

    Not just satisfied, but very satisfied.

    And I was. The place was indeed restful, power outlets everywhere and free internet. And, yes, fresh batteries in the remotes.

    I’m sure you’ve all heard the stat that a dissatisfied customer
    tells, on average, 12 others about their bad experience. (Well, Lisa
    DeLorean, I just told 85,000+ GrokDotCom readers about you, your fine hotel, and the classy way you treat your customers. Keep up the good work!)

    Mr. Cosslett, as CEO of Lisa’s parent company, if this handwriting
    of thank-you notes is corporate policy, congrats to you too! If Lisa
    did this on her own initiative, you just found your next regional
    manager. Cuz if you don’t, I’m sure another hotelier will snatch up
    talent like Lisa’s — and fast.


    John Quarto-vonTivadar, delighted customer