ApartmentHacker Podcast Weekly Recap Episodes 26-30

Posting from the archives until we catch up to current episodes of ApartmentHacker vlog.

This week, I discuss customer service, telephone calls, candor, and war games.

I hope you enjoy and if you feel so inclined, please subscribe and leave a rating on iTunes, Google Play, or Anchor.

Episode 26 | ApartmentHacker | Don’t Make Me to Repeat Myself

Episode 27 | ApartmentHacker | I Love Listening to Telephone Calls

Episode 28 | ApartmentHacker | Hit me between the eyes

Episode 29 | ApartmentHacker | Wow the Customer

Episode 30 | ApartmentHacker | War Games

ApartmentHacker Weekly Podcast Recap Episodes 21-25

In ApartmentHacker episodes 21-25, I discuss my thoughts on everything from education to my desire to be enriched in the multifamily space. Buckle up and enjoy. And, push back where you see fit in the comment section below.

Episode 21 | ApartmentHacker | Education

Episode 22 | ApartmentHacker | Effort

Episode 23 | ApartmentHacker | You read What?

Episode 24 | ApartmentHacker | Serve the Customer

Episode 25 | ApartmentHacker | I Want to be Enriched

Episode 3 |ApartmentHacker | Disrupters are Disrupting

Uber and Airbnb disrupting our definition of the customer experience.

In episode 3 of ApartmentHacker I talk about disrupters like: Uber and Airbnb disrupting our definition of the customer experience.

It’s fascinating stuff and if you’re not paying attention; your property can/will suffer.

Your constantly looking at the world and how it impacts our space Apartment Hacker,

M

Episode 2 | ApartmentHacker | One Per Hundred

Responding to some thoughts on the topic of – one per hundred. If you’ve been in the business for any length of time; you’ve likely heard the phrase: one-per-hundred. It refers to a ratio of one employee per 100 units owned/served and serves as a basis for writing proformas across the country.

I lay down my thoughts in the video below. I refer to some now very dated content but the concept remains the same.

Your excited about the one per hundred ratio finally making some level of sense as it relates to extraordinary customer service Apartment Hacker,

M

Facebook Go-Live: Good and Bad for Multifamily

I can see Facebook Go-Live used as a way to advocate and annihilate your property management brand.

Facebook Go-Live is the next belle of the ball in multifamily. In essence, the functionality gives you the ability to live stream your experiences in the moment. While the idea of live streaming on mobile is not new , it is new for the masses on Facebook.  And I can see so many uses and misuses as it relates to multifamily. Some awesome and some no so awesome.

Facebook Go-Live 2Leasing/Sales – I can see live streaming community tours answering questions, personalizing and customizing along the way.

Residents – I can see John and Stacy broadcasting their watch party or pool party attendance.

Vendor Management – I can see live streaming various issues, problems or successes. Catch the landscaper going the extra mile; edify him or her by broadcasting your praise for a select audience that cares.

Advocates – I can see residents that love their apartment living experience – live streaming something nice and positive about their community.

And, Resident Critic – this is the one that peaks my interest the most. I can see resident live streaming that leaky faucet, leaky ceiling or flooded basement or a bad customer service interaction live and in person. It gives a whole new meaning to the lead in; “Coming to you live from…”

Item of note: The function is only live on my personal page. It’s not yet live on my Apartment Hacker page and I can’t find anything that tells me when it might be.

Nevertheless, it adds a whole new level to reputation monitoring/management.

Your looking forward to watching some Facebook go-live entertainment multifamily maniac,

M

 

Starbucks: Beginning of the End

Is it the beggining of the end for Starbucks?

Starbucks Front DoorIt’s been awhile since I’ve written a post. I could tell you all the reasons why but none are really relevant to today’s thought.

Starbucks 

I am sitting at Starbucks this early evening busting out email and reading material I can never seem to get to at the office. As many of you know Starbucks is my absolute favorite brand/place in the world. And believe it or not, it’s not just about the coffee to me. It’s equally if not more about the place/space it offers me to be, think and produce. But today – I’m disappointed.

When I walked in I noticed months and months of debris built up along the curb lines in the parking lot. I also noticed the landscape is in need of pruning. I noticed the dust on the windows and doors is thick and peppered with bird poop. I noticed the address is sun-baked and wasting away and the number of decals and signage is overwhelming. The VP in me wanted to grab the Regional and Property Manager for an immediate property walk. I felt myself literally getting angry in the how-could-you-let-it-get-this-bad sort of way. It screams – I don’t care in a harsh way. Worse yet, it screams – you’re-going-to-buy-coffee-here-even-if-we-don’t-focus-on-the-small-stuff.

It doesn’t stop at the door. When I look up I see dropped decorative ceiling tiles and light fixtures that are full of dust. The window coverings are frayed on the sides and bottoms and the ledges are dusty. And to top it off, there is a bug hanging out on the window seal.

This is not the Starbucks I have come to love over the years. In fact, I feel sad. Sad to think that I give time, money and loyalty to this organization in exchange for a remarkable experience.

Is this the beginning of the end for Starbucks? I hope not.

Striking Realization

It strikes me that I am the exact customer that Starbucks needs, wants and desires. I’m a semi-over-the-top advocate for the brand. I once gave major grief to one of  my Area Managers for bringing a Dunkin Donuts cup of coffee to our weekly 1:1 meeting. I have posted hundreds of personal pics that include a siren mug in the foreground on platforms like Instagram, Facebook and the like. I take Starbucks on vacation when I know I’ll be a good distance from a store. I only buy Starbucks coffee to brew at home. And the list goes on.

It also strikes me that I am exact customer that Starbucks doesn’t want to set adrift. This post is evidence of that.

All that in mind – Starbucks take this a my fair plea. Please get back to the level of quality every customer would demand and expect from the best place in the world. Please.

Your Details Matter Apartment Hacker,

M

Related Post – Open the Store

And One – Idea

Take this as an opportunity to respond +1.

It happens from time to time.

A customer arrives to take occupancy of their apartment and it’s not ready.

Take this as an opportunity to respond +1.

Tell the resident they are in luck!

Tell them the apartment is receiving a little extra time and attention.

That means they get a free lunch/dinner on us.

They also get a free hour of move-in help (pre-arrange with a local moving company).

Your And One is the differentiator Multifamily Maniac,

M

And one…

You’ve undoubtedly seen the “and one” in a basketball game. A player drives the lane, takes a hack and makes a hoop; the ref, the crowd, the coach and teammates scream – And, ONE!

And ONE for the Customer

I have an idea for you. The next time your service tech is unclogging a bathroom sink drain, make sure they take a quick glance at the counter top. Let’s suppose the resident is nearing the end of their toothpaste tube.

Sticking with our lead theme from above; service tech drives to complete the service request, takes a hack (read: notices the toothpaste is one squeeze past gone), makes a hoop by fixing the clogged sink (read: completes baseline service) and leaves a new tube behind with a handwritten note that reads; “Noticed you were running low on paste; thought we could save you some time.” “Hope your week rocks.” (read: And, ONE!)

Your looking for some And, One… stories in 2015 Multifamily Maniac,

M

Whose Job is it Anyway?

How many times have you walked into a place of business only to be turned away because the guy/gal in charge of this or that was not in at the moment?

It’s Everybody’s Job – All of the Time

When scaling up a business it is absolutely critical to get every single team member on the same page.

How do you do that?

I happen to think it’s pretty simple.

You pick a few rules, define them very clearly and repeat them often.

Rule number one: everybody knows how to serve the customer.

Businesses are set in place to serve the people that serve it. If you’re a business owner it is absolutely incumbent upon you to train your people the art of truly serving the customer.

Your Relentless About Customer Service Multifamily Maniac,

M