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.
Leasing/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,
Suffice it to say reviews are a two-way street. The Internet and Social Media enables the critic in all of us. We give ratings and reviews to food, coffee, authors along with goods and services across all industry. Nothing is immune. That is except the customer. That is until now.
We’ll be posting our Reverse Reviews [on our website] and finally revealing what goes on behind closed doors.
Can you see it? Recall that recent move out. You know the one where the carpet has a perfect circle cut out in the living room area that served as fire pit. The ceiling that accommodated knives, forks, spoons and oil dip sticks. Yes – shoved in for decoration. Or, the one with the living room walls painted with life-sized psychedelic Alice in Wonderland landscape and characters – a true work of art. Or, the one with 20 years worth of collected newspapers stacked neatly from floor to ceiling covering nearly every square inch of the apartment to include the bathtub and kitchen sink.
How about posting these masterpieces for all to see – names included?
My stepfather often tells the story of how he likes to open his farm supply store 30 to 45 minutes early every morning. His reason for doing so – preparation.
He likes to feel ready for the day.
He doesn’t want to get caught off guard by customers coming in the door with wants and needs while he is trying to get the store in order. His routine includes cleaning windows, dusting mats, sweeping the entry way, adjusting signage, sweeping isles, dusting fixtures, setting the sales counter in place, making sure he has property amounts of cash/coin in the register, sharpening pencils and making sure inventory is properly stocked.
Open the Store
I read an Ellis Shopping Report recently that dropped my jaw. It was brilliant up to the point of two apartments being toured – each included dead bugs.
I don’t write about this to discount the efforts of our team but rather to highlight how important it is to open your apartment store.
Every morning – without fail. Open the store for business.
Get in early or stay late the night before – it doesn’t matter.
Just Open the Store for business.
That means – walk the units you are going to lease. Walk them multiple times throughout the day.
“Mike – I just don’t have that kind of time. I can’t afford to walk them multiple times.”
The first year value of a customer is north of $10,000 in our market.
Multiple that times the ten friends that will hear about the dead bugs, dirty apartment, unpainted curb lines, dead landscape, etc.
Ten friends that will likely never lease an apartment at your community.
Let’s put a little math to it and see if we can change the perspective. The first year value of a customer is north of $10,000 in our market. Multiple that times the ten friends that will hear about the dead bugs, dirty apartment, unpainted curb lines, dead landscape, etc. Ten friends that will likely never lease an apartment at your community.
We are in the fight of our life everyday. Everything matters. Everything is Marketing. All the time. OTS Matters!
Work is theater. And your theater includes curb to commode to lease contract.
Your production: Customers Mean The World to Us. #rfc
And you are the lead actor.
Being the lead actor requires world-class preparation every day.
Lead actors don’t wait for bugs to present themselves.
They avoid bugs by preparing their act.
They open their store everyday in every way.
Your encouraging you to open your store everyday Multifamily Maniac,
Compelling apartment living experiences start with curb to contract thinking.
I hate the word contract. But I needed a C word to fit my attempt at a new Axiom.
Curb to Contract
It’s a revision to my Curb to Commode axiom. Over the years I’ve preached and promoted a very high standard of excellence as it relates to everything from the curb to the commode. Everything from freshly swept and painted curbs to a very fresh bead of caulk around the base of the toilet.
Just the other day it dawned on me that it doesn’t stop there. It extends to the transaction side of our business. It extends to paperwork, it extends to personal presentation, it extends to website experience design, it extends to mobile experience design and so on and so forth.
Everything is Marketing. Everything backs up your Brand. Everything from Curb to Contract and beyond.