Friday, September 9, 2011

CLASS Leasing: Marketing Trends For 2012

With the beginning of a new year yet again quickly upon us, it is time to start gearing towards the mindset of how 2012 will be different than 2011. How will the apartment industry be different? What marketing will come to fruition as the front-runner in success and what marketing will take to the back burner? These are questions that can only answered a year from now, but here is a great article put together by Jasmine Brooks in Multifamily Insiders that outlines some areas of marketing everyone should be prepared to take advantage of in 2012:

“Hey there, MFI family!

I’ve been thinking about marketing trends that our industry should take advantage of in 2012. Here’s my list. Please share yours!

1. Video tours – Ever consider filming a prospect tour? When you follow-up with the prospect, be sure to send the video also. You will surely give them the most memorable tour. (Be sure to get permission first!)

2. Community marketing video – I’m not talking about the kind of video that apartment advertisers put together for you. Get creative and put together your own video! It doesn’t take a huge budget to create a great video. All you need is a flipcam and iMovie or Windows Movie Maker. (Shout out to the Apple users!)

3. QR Codes – These babies are gaining popularity and you have to know how to use them effectively. Quick reference codes can be used to “unlock” move-in specials or host community contests!

4. ‘+1‘ – Fellow Insider Brent Williams wrote Will the Google +1 Button Amount to Anything? I think it’s safe to say that it’s time for you to add a +1 share button to your communities’ websites! (P.S. If you don’t already Facebook and Twitter share buttons, you’d better get those in a hurry!)

5. Facebook Page – I’m happy to see that many apartment communities are already on Facebook. For those of you who aren’t there - what are you waiting on?! This is simply an extension of your community and if you think your residents aren’t on Facebook, you better think again. P.S. It’s FREE!

6. Twitter – Okay, okay. I realize that if you haven’t put your community on Facebook, you probably aren’t think about Twitter. But I have homework for you: Go to twitter.com, type ‘looking for apartments’ into the search box, press Enter. Come back and tell me what you see.

7. Text Customer Service - Now this is one trend that none of you can deny! Everyone, including your grandmother, is texting these days! It’s time we started communicating the same way! We have to speak our renters’ language! Think about setting up text leasing, text maintenance, text advertising and even ongoing texting for community events and/or courtesy weather updates.

8. Handwritten Thank You Notes – Yep, I realize this is the exact opposite of #7; however, this is a great way to make a lasting impression in a world where everything has gone digital. It’s definitely more personal than e-mail. You can send anyone an e-mail but it takes time and thought to send a handwritten note.

9. Community Application – Better known as an app, you should definitely look into creating one that will allow your residents to pay rent, submit service requests and contact the leasing team right through their phone.

10. Mobile Websites – I just added this one so that I could have a list of 10 items. Your website should already be mobile-optimized by now!

11. Live Chat – Internet has bred a generation of people who need that instant gratification. They want what they want, and they want it now! Prospects want their questions answered now! Satisfy their needs by adding a live chat feature to your website!

Alrighty, that’s all I can think of for today. I will update as I come up with more ideas.

Thanks in advance for sharing!

Jasmine R. Brooks
Marketing & Social Media Specialist
TriBridge Residential
jasmineb@tbrs.com”

Great article Jasmine and I’m looking forward to seeing the success of all of these trends to come!

CLASS Leasing

Thursday, September 8, 2011

CLASS Leasing: Quick Facebook Page Tip

Now that you have created a Facebook page for your apartment community (do so now if you haven't!), the easy part is now complete. The hard part begins now that you have to remain adamant in staying actively involved on the page, or else your Facebook page will become obsolete.

A new twist that you can add to your property page is making a unique title. As opposed to simply titling your page "XYZ Apartments," use the ability to create a title as an opportunity to right away to sell your community. If you're an apartment community that has received accolades as being the best up and coming property in the city, title your page as "(Your Specific City)'s Newest Must-See Apartments." Also, if you are an apartment community that has received an award for being the best of the best, or have a catchy slogan that individuals would associate with your community, then use this as your Facebook page title.

The reason why it is not necessarily a must have to use the property name as your title, unless of course you are trying to build web presence for a community that does not have a community website, is that Facebook users are not necessarily going to search for your community by name. Facebook is a forum whereby people learn of smaller businesses through word of mouth, so once you begin to accumulate "likes" from your residents, their friends on Facebook will see the great material you are posting through the current residents' news feeds. As more and more people see your posts, they will then see that you are a unique page that has more to offer than a typical apartment communities page. You will automatically stand out with your unique title, so choose your wording wisely.

It is important to know that once your community page does reach 100 likes, then your page title is no longer able to be altered. Therefore, think of a creative title that you would want to have forever and can be associated with your property further down the line. If you are an apartment community that has fewer than 100 likes, what could you change your title to in order to distinguish your page?

Enjoy!

CLASS Leasing

Wednesday, September 7, 2011

CLASS Leasing: Separate Yourself From The Competition

It is very rare for a prospective resident to call only one apartment community, schedule an appointment, visit that property and move-in after the visit without shopping any other communities. We are a price conscientious society in that every person, regardless of the item looking to be purchased, is going to take the time to insure that they are receiving the best deal available.

Therefore, with a prospect calling so many apartment communities, how do you separate yourself from the competition? The answer to this question may seem like a no brainer, but I guarantee you that if you were to call and shop 10 apartment communities right now, there may only be 1 or 2 max that actually do this on the phone…sell your community. This is not an answer that should come as a surprise, which is why it is always so shocking to hear when a leasing agent does not even provide any details about their community to a prospect on the phone! Without even a minimal amount of information provided about your community, as a prospect, why would I come visit your community? How are you different than the 9 other communities I have called?

With this being said all that is required is two simple things of a leasing agent:

1.Ask the prospect what they are looking for in their new home
2.Sell the features that your community has based upon what the prospect said they were looking for

This is a very straight forward approach and it really is as easy as it sounds to make your community stand out. What do you do if a prospect is looking for things you don’t have at your community? Don’t mention those! Talk about all the other great things you have to offer, because you don’t want any negative items brought up when you are selling your property. If these two simple things are accomplished by a leasing agent, then that person has single handedly gone above and beyond of what any other property that a prospect may have spoken to is probably doing. It really is a small thing to accomplish, so if you want to make your call different than other communities and get prospects interested in seeing what you have to offer, sell your property.

Enjoy!

CLASS Leasing

Wednesday, August 31, 2011

CLASS Leasing: Marketing Your Community To Students

It’s that time of the year again. The weather is finally starting to cool down…a little. Soon the leaves on the trees will start to change to the fall colors. College football will once again consume every second of my Saturday afternoons, which also means that college campuses just recently started classes back. If you’re reading this and you’re a property owner/manager at a student property, then hopefully you are patting yourself on the back as your property sits 100% occupied from the hard work you put forth during the Spring and Summer months marketing your property. If you’re not quite at your occupancy goal (maybe you should give us a call!), then there are some steps that you can take next leasing season to ensure your community being completely full.

The idea for this post came from reading Kerry Sugrue’s blog in Multifamily Insiders, which was great, so I am going to give my thoughts and expand on her topics she covered to give some tips on how to succeed with a college property:

1. “You Need To Have School Spirit”

Obviously if you are a student property, then your main marketing efforts need to be geared tremendously towards whatever college it is that your potential residents will be attending. This means that your community name needs to be in front of those students as much as possible. Attending events, such as open houses, orientations, group meetings, sporting venues, etc. are an absolute must. At any of these campus gatherings, little things can be handed out that pertain to college students (i.e. book bags; water bottles; food of any kind), because if there’s any category of any individuals that appreciate free stuff, then it is college students.

2. “Encourage Your Residents To Bring Friends”

One of the most powerful marketing tools that will influence your success at a college community is going to be word of mouth. In any college town students want to live where their friends live. I can vouch for this point, because even when I was in college, I literally moved every single year of school, because I wanted to live at the community where a majority of my friends lived. If I was going to be hanging out with these people everyday anyways, it just seemed to make sense to live in the same apartment community. Therefore, at any sort of community party that you plan, make sure to give an additional incentive to current residents for bringing their friends. One of the easiest things to give would be something along the lines of an increased resident referral where if anyone brings a friend and they fill out an application to move-in, then it’s a 2 for 1 deal and the typical referral given is doubled.

3. “Start Advertising Immediately”

A marketing plan for a student property should be something that encompasses the entire calendar. Whereas with a conventional property where marketing can be done per occupancy status and pushed when vacancies arise, marketing for a student property is never-ending. If a property is looking to become filled for the Fall, then the most important marketing window is without a doubt during the Spring. The reason behind this is that some student leases may be ending in May, so students will be looking to sign a new lease before they leave for Summer vacation. This is a key marketing point that cannot be forgotten, because college cities typically turn into ghost towns during the Summer since a majority of the population will be college students going home until the Fall. With no one being in town for the Summer and you being a property that needs to be filled by the beginning of school, you will absolutely be facing an uphill battle with a very short window between the time students actually come back in town and the first day of classes.

4. “Partner With The University”

The university should be your partner at all times, because all of your clientele will be coming from this all important place. Getting your foot in the door with any sort of housing related departments should be priority number one, because students that are not looking to live in a dorm may stop here to get their referral for apartment communities in the area. We actually worked at a student property that advertised themselves as the official student housing for the university (with permission from the university since they did not have any on-campus housing). This ended up being a huge marketing tool, because we were actually allowed to setup a mini office in the housing department to offer information to any student interested in living at a community that was not only sanctioned by the university, but was also where their peers would be living.

5. “Get Involved”

College prospects fall into the Generation Y category, which means that they are a group that is extremely connected with one another and seek to be very informed with all aspects of life they are involved with. Therefore, as a student community, it is pertinent that the property actively engage these college residents to ensure that they are aware the community is there for them. Have a huge welcome home party at the beginning of each semester to make the new residents feel welcome. Make them feel as if you are a community that is directly tied with the local university and be a presence on campus by sponsoring a tailgate for a football game. The more you can do for your college residents the better, because they are a very impressionable group and you want to do everything possible to ensure your property is known as the place to be.

Enjoy!

CLASS Leasing

Friday, August 26, 2011

CLASS Leasing: Taking The High Road

The customer is always right.

This is a slogan that is basically taught from the beginning to all employees in every business. After all it is the customers that determine the success or demise of a company, because without customers purchasing/using product then there is no revenue stream for a business to prosper. The apartment industry is no different. In fact the apartment industry may be an example of a business venue where word of mouth can literally be the downfall of a property’s life span.

With avenues like Apartment Ratings that potential naysayers can take to spread their sour opinion about a community, checking the online conversation about an apartment community is an everyday habit that employees of every single apartment community nationwide should be implementing. I always tell our leasing specialists that if you are not making the effort to establish your online reputation by monitoring and responding to both positive and negative comments about the community, then you are leaving it in the hands of others to establish your online reputation for you. I cannot even begin to count the properties that we have worked with that going into the assignment we have researched their online presence only to discover that the community is being completely destroyed by former residents. Upon being brought to the attention to the manager, 99% of the time, the manager has simply blown off our recommendation to respond to these negative postings with “we know that most of the postings are made up,” or “that resident just didn’t get along with us here in the office.” Regardless of the background behind these postings, they are still present for any single person that searches the property online to see and if I’m a prospect looking to move into a new apartment, guess what? I don’t know that the postings berating the property are false and I’m going to assume that they are true. As a prospect I’m not even going to think about visiting a property that has nothing but negative listings over and over.

With this being said take the time to respond to both positive and negative reviews to show that you care about what others are saying. If it is a negative review, thank the person for their post and offer to rectify the situation anyway possible. Respond to the individual and tell them that they are more than welcome to come speak to you directly. This at least shows that you are attempting to mend a bridge and are in tune with your residents/prospects needs. Getting into a war of words with these individuals will only further serve as a death sentence to your community’s name, so do the professional thing for the sake of your community and take the high road!

Enjoy!

CLASS Leasing

Thursday, August 25, 2011

10 Things About Steve Jobs



I had to get this article up for a blog post in lieu of Steve Jobs stepping down as the CEO of Apple. As someone that basically created a VERY LARGE something from nothing, Steve Jobs could be viewed as an example up someone living up to the slogan “the American Dream.” Upon being diagnosed with pancreatic cancer, Jobs announced that there would be a time when he stepped down, but he is ultimately coming down from his position a little more prematurely than he originally planned. The article I linked really gives some more insight to this person that could eventually be the man behind the first trillion dollar company. Unreal. There are some very surprising details listed in the article, such as the lack of philanthropic contribution, or his first experience as a father, but either way this is still a man that manages to release products that revolutionize daily living for this world.

Enjoy!

CLASS Leasing

Monday, August 22, 2011

CLASS Leasing: 7 Twitter Rules To Ignore

This was a great read I found on Twitter (via@NealSchaffer) this morning that outlines 7 "myths," or general rules that are typically understood in the Twitter world that ultimately may be counter-intuitive to follow. Here are the 7 guidelines (via @Smedio) that Twitter users typically follow that should be debunked from here on out:

"1. 140 Characters Aren't Enough
2. Not For Businesses
3. Twitter Lingo Is Complex
4. I'm Better Off Using Facebook
5. I Won't Find Customers On Twitter
6. The More Followers, The Greater The Returns
7. Twitter Is All I Need"

I really enjoyed this list, because it encompasses viewpoints that I was somewhat guilty of at one point prior to becoming more actively engaged in Twitter. Each point can be commented on individually in that:


1. Some of the best tweets are often times significantly shorter than 140 characters. To have an impactful and insightful tweet does not mean that it needs to be a lengthy novel tweet. If you think about it, Twitter was essentially designed on the concept of SHORT bursts of conversation. The longer tweets can actually dissuade readers interest.

2. Twitter not for businesses?! My response to this is short and sweet...find a major business that is not active on twitter.

3. Yes, the constant appearance of hashtags and retweets can be confusing to an entry-level Twitter user, but at the end of the day, all it takes is clicking on these lingo abbreviations one time to know what they do.

4. Facebook and Twitter are both social media powerhouses. Facebook crossed the 750 million user threshold this year, while Twitter consists of 200 million active tweeters. Choosing one over the other is not a exactly a comparable science, because they both serve very different functions. A Facebook user can essentially view their page as their own personal website, whereas a Twitter users setup is more like having the ability to text message millions of strangers.

5. Hmm. For this particular point I am pretty sure that you can see the good and bad side to how this point can be very easily proven wrong.

6. Ashton Kutcher single handedly gave Twitter a numbers game persona by challenging CNN to see who could reach a millions followers on Twitter. Actor/victim of Demi Moore craddle robbery versus the news network that is broadcast in 100 million U.S. households? You'd think that CNN would have the upper hand, right? Wrong. Ashton Kutcher in a land slide. My point being is that just because Ashton Kutcher has a ridiculous amount of followers, I highly doubt that his content is as socially invigorating, or knowledgeable, as Ashton Kutchers. In addition, I would be willing to bet that Ashton Kutcher has not landed any big movie opportunities as the result of him having a lot of avid followers on Twitter. Having a high number of followers looks great, but it is a popularity contest that does translate to that particular user giving life altering tweets to their followers, or gaining any business breaks from having a big number underneath their followers column.

7. Twitter is a small piece of the social media puzzle and is not a make a break for any business looking to utilize its presence to push a brand. The goal for anyone looking to pursue internet marketing as a traffic creator should understand that there is no one hit wonder to increased sales and success. The more venues the better is a great way to look at internet marketing, because with social media, it becomes a virtual word of mouth. The more places that your name can be located then the more sets of eyes that could potentially stumble upon your information. Just keep in mind though and I actually wrote a blog about this point just last week, just because you are involved in conversation and engage in tweets, does not necessarily mean that you are guaranteed more views.


There's no exact science or formula to social media success, but the important thing is to enjoy doing it and create useful information for others to read. Or just become an overnight A-list celebrity and then you will increase followers like wild fire!

Enjoy!

CLASS Leasing