Apartment policies a barrier to alignment with service?

Every Tuesday night I eat at a popular St. Louis establishment. I eat there because they sell $1 burgers that you can customize to your own liking. They also sell a basket of fries or tater tots for $2.

Last Tuesday, I made my usual order and asked that they give me half the tots and I would still pay full price. I said "I never finish them all and I hate to waste." The response? "We don’t do half orders." I said, "not even for full price?" "No."

I went ahead with the order and sure enough only ate about one half of the tots. The whole experience put a wasteful taste in my mouth. So much so that this past Tuesday I only ordered the burger.

All this made me wonder if there are policies or rules that turn our apartment residents, prospects and vendors off.

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Customer generated content and Apartment Blogs

This is a clip from an article I read this morning over at Fast Company’s Blog.

"It turns out that two avid Starwood fans created a whole site
where customers can find unbiased reviews of the chain’s properties
uploaded by other customers — the users themselves. The site was
created at the end of 2005 by John H. and John P." [Read More Here]

The article also mentions the fact that Starwood started their own blog some time ago. They use it to provide local information and events in the surrounding area.

Customer created content and blogs have been around for a long time in internet years but have only recently gained a wide acceptance (and that is likely an overstatement) in the business world. That being said, I predict these two trends are front and center in the apartment world in 08.’

We will see the likes of a apartment resident creating a custom site where they invite the reviews of others, not unlike apartmentratings.com. To that I say, Property Management companies think about an open forum on your resident portals. Give them the tools as they will find them elsewhere. It is a scary proposition but one I think would work on many levels but that is for another post.

We will also see the emergence of Apartment Community Blogs. I think you will see this trend from two perspectives, 1. They will be used internally for employee appreciation [See Example Here] and 2. They will be used much like the Starwood example written about above [See Example Here].

On a frigid side note; I am experiencing my first winter in the Midwest. I can think of only one word to describe it: Misery.

Have a great Friday. M

Be a BOLD apartment manager

What have you done lately that can be considered BOLD? BOLD in the way of putting a dent in the universe. I feel the apartment industry is about to be stood on it’s ear. Are you going to be a part of it.

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What is our chief aim in Apartment Leadership?

Charging people up!!!

Our chief aim is to be the number one over the top facilitator of drawing latent talent out of people! Talent is out there everywhere. It sits right outside of your office door. Are you out there in the thick of it or are you buried in your email? Are you buried in that report that is due now?

Do you know the personal goals of each and every one of your team members?

What have you done today to help them achieve them.

Something wrong with this picture…

I live in Missouri

This electrical meter was installed on a building in my apartment community recently. Now, I am not from Missouri so maybe this is the way you spell this. Good thing it’s not really "out there" for everyone to see.

Interface Research

I came across this interesting bit of interface research this morning. I think it is well worth the 1 minute it takes to complete the survey and view the results. Especially for those of you responsible for the design of your property management website.


Can we all agree on one thing, renting an apartment or buying a home is in large  part about a feeling of status? I would agree that we could debate the idea that it means varying things throughout ones life time even in the context of status.

In other words a first time home buyer or apartment shopper looks at status as if to say we now own our very own home and or we have a place of our own in an apartment. And, a second or third time home buyer would look at neighborhood and location more. Even a first time investor would gets caught in the status game sometimes buying just to say they own something.

I say all that to say this. Apartment shoppers are no different at least in my opinion. They shop for apartment homes in large part for the way it will make them feel.


Stay Fluid…

Experts in Property Management

An expert is a person who has made all the mistakes that can be made in a very narrow field.” Niels Bohr

I read somewhere that it takes a good 10 years of study and application in one specific niche to be considered an expert.

With that I wonder who you think are the experts in our field.

[Click here to comment]

A Property Manager’s right…

[There is a] "difference between what you have the right to do, and what is the right thing to do." -Potter Stewart, U.S. Supreme Court Justice.

I have some thought about this relative to the apartment management business, however I would like to hear what you have to think.

[Click Here] to drop me a line