Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)

transcript

Modernize Marketing2014 Focus on Sales, Service & Social Media

Amy Kosnikowski Dilisio

Complete Solution Includes:

Web-Based Property Management Software

•Property management and accounting

•Online rent collection (free)

•Prospect / guest card tracking

•Marketing

•Website

•Payment processing

•Online applications

•Resident Screening

So You Run A More Successful Business

AppFolio

Grace Hill

• Leading Education Provider

• Apartment-Industry Specific Training

• Vision Learning Management System (LMS)

www.gracehilllearning.com

http://www.gracehilllearning.com/

Quintessential Marketing & Training National Speaker, Industry Educator, Consultant & Marketing Strategist Email: Amy@theQstandard.com Telephone: 704.846.8210Website: TheQstandard.comFacebook: Quintessential Marketing & Training

& Amy Kosnikowski DilisioLinkedIn: Amy Kosnikowski Dilisio

For over 23 years, Amy has been a proven leader in sales, leasing, management and marketing real estate assets. Amy began her career onsite as a leasing professional and then quickly advanced to the executive level as Director of Marketing & Training with Summit Properties and Oakwood Worldwide. Based out of Charlotte, North Carolina, Amy has serves as the principal of Quintessential Marketing & Training, a consulting firm known for innovative marketing solutions, strategic consulting services and unforgettable education sessions.

Amy Kosnikowski Dilisio

Resolution

Why wait to prepare & adjust?

Good times are going &competitive days are coming back

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=sSj-MihQN1JRGM&tbnid=aJQd1ZomIeLPhM:&ved=0CAUQjRw&url=http://www.hypebot.com/hypebot/2011/03/7000-per-copy-report-says-us-digital-sales-will-pass-cds-in-2012.html&ei=WxyeUuDnI7TOsAT3vIGoDg&bvm=bv.57155469,d.cWc&psig=AFQjCNFlmJ4P6rTcKQ0pBqVptX8_Bj2f5g&ust=1386179811668563

What will be your focus in 2014 to gain your competitive edge?

Polling Question #1:

I. SALES

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=3pUleEtJGbyoGM&tbnid=PHdDemqYz4rbHM:&ved=0CAUQjRw&url=http://www.jillkonrath.com/sales-blog/bid/150582/5-Steps-to-Sales-Productivity&ei=lxueUp3bAfPQsATn8oDICg&bvm=bv.57155469,d.cWc&psig=AFQjCNFlmJ4P6rTcKQ0pBqVptX8_Bj2f5g&ust=1386179811668563

1. Go With Your Strengths

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=gRcaB-hy06OhwM&tbnid=G-z3OzW30F8IPM:&ved=0CAUQjRw&url=http://callproof.com/7-sales-blogs-every-rising-sales-rep-should-subscribe-to/&ei=yxueUooPs7SxBID-gOAL&bvm=bv.57155469,d.cWc&psig=AFQjCNFlmJ4P6rTcKQ0pBqVptX8_Bj2f5g&ust=1386179811668563

Tap Into Your Personal Strengths

ServeSell

CommunicateManage

How is technology best assisting you and your teams to sell & lease?

Polling Question #2

I. SALES2. Gadgets & Gizmos Galore

Personalization & Customization

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=s-4KO55xdLlSHM&tbnid=UpKddAyLxNcGuM:&ved=0CAUQjRw&url=http://www.ipgtraining.com/sales-tips-blog/bid/55514/Technology-For-Every-Stage-of-the-Sales-Process&ei=0xyeUsq4HajNsQSfsIGYAQ&bvm=bv.57155469,d.cWc&psig=AFQjCNEXy8rICMRo3oAc63BZXPcRjNue3w&ust=1386180167098267

Technology Can Empower

ONE: Keep The Connection Personal

TWO: Resist reliance on tools

Sales Tools In Action

Video

Choose The Best ToolsAt the end of the day…

I. SALES3. Improved Q & A with Active Listening

Active Listening Skills

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=kZJSQ13K2NVHzM&tbnid=TYa6reBvI181GM:&ved=0CAUQjRw&url=http://eocinstitute.org/meditation/improve-your-listening-skills-with-meditation/&ei=IN1vUqX3AtTI4AOrhoGYAg&psig=AFQjCNFHNVvTqjOpXU70N61Ds9pDzQt4DA&ust=1383149138931008

Listen Carefully• Focus & tune in to the message • Good eye contact • Gain the answers to questions• Positions you to best help them

II. Customer Service

Customer service is the new marketing

“Customer service shouldn’t just be a department. It should be the entire company.”

- Tony Hsieh, CEO of Zappos

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=xriPfjgboGvQtM&tbnid=0gOV9ditDGmSMM:&ved=0CAUQjRw&url=http://www.eslprintables.com/forum/topic.asp?id%3D34031%26page%3D2&ei=h1F0Upy7NY_gsASDr4HABA&bvm=bv.55819444,d.cWc&psig=AFQjCNHrtqxThIsmai9x0_XJE0LBeUeO7Q&ust=1383441144641445

How many consumers would pay more for a better customer

experience?

86% of consumers will pay more for a better customer experience.

(Source: RightNow Customer Experience Impact Report 2011)

80% of companies say they deliver “superior” customer service.

8% of people think these same companies deliver “superior” customer service.

(Source: RightNow Customer Experience Impact Report 2011)

Customer service a series of activities designed to enhance the level of satisfaction resulting in the feeling that a

product or service had met the customer’s expectation.

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4IVzvu70j1TzmM&tbnid=rm1avqGzgiPWQM:&ved=0CAUQjRw&url=http://online.altitude.com/blog/?Tag%3DSocial%20Customer%20Service&ei=TnhlUrjYE6_C4APd_YG4Ag&bvm=bv.54934254,d.aWc&psig=AFQjCNEXSz_NsJOg4C8H_6C3wkgakpU5mQ&ust=1382467016494641

II. Customer Service1. Stellar Service Standards

Awesome Customer Service Means…• Doing ordinary things extraordinary well • Adding value and integrity to every interaction • Discovering new ways to delight those you serve• Surprising yourself with how much you care

Our customer is the most important person and the reason for success.

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=n8kV5RGS3qZEGM&tbnid=AMpCfRmQ8R6rOM:&ved=0CAUQjRw&url=http://sme-blog.com/customer-service/good-customer-service-can-go-a-long-way&ei=_nRlUqzIAYWA9QTb_4A4&bvm=bv.54934254,d.aWc&psig=AFQjCNEXSz_NsJOg4C8H_6C3wkgakpU5mQ&ust=1382467016494641

Customer Centric Statements “You’re the customer – you sign my paycheck!”

“You’re not an interruption – you’re the reason we are here!”

A Stellar Service Culture:

• What does the customer want right now?• How can I best help them? • How can I make this customer happy?

Want to know what our residents value?

Value What They Value

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=2zbmhdeKcY6atM&tbnid=O5Bj7WMcxYb_5M:&ved=0CAUQjRw&url=http://www.123rf.com/photo_5154055_eureka-young-woman-having-an-aha-moment-isolated-on-white.html&ei=pT5xUvCnFvPUsAS3-YH4Dg&bvm=bv.55617003,d.cWc&psig=AFQjCNHMnor8Zfsz3x1Cfzmpi2n9egNtjw&ust=1383239649438665

What are the top areas that impact a resident’s perception that they

are getting a great value?

How Residents Define Value What Impacts The Perception of Value

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=PTzq58_O9b3sqM&tbnid=GbcezXW6rKHfYM:&ved=0CAUQjRw&url=http://cms.bsu.edu/about/administrativeoffices/umc/logosandtools/ballstatelogos&ei=ElxsUqKPHdGzkAf6xoFI&bvm=bv.55123115,d.eW0&psig=AFQjCNFZAA8f3gOMcY2XjIGxOV942Vj_ag&ust=1382919554740414

The Top 5 Topics That Impact Perception of Value

1. “Sense of community“ felt among residents and staff2. Appearance & condition of apartment3. Appearance & condition of building exteriors4. Level of safety and security at community5. Responsiveness & dependability of office staff

Based on collaborative study by SatisFacts and Ball State University

How Residents Define Value

2. Little Things =

II. Customer Service

http://images.google.com/url?sa=i&rct=j&q=big+impact&source=images&cd=&cad=rja&docid=7rw_16T9uOjMfM&tbnid=4POaKi0ZiZDfUM:&ved=0CAUQjRw&url=http://www.newscientist.com/special/big-impact&ei=jzo-UZT_J_GI2gWR5YGwCQ&bvm=bv.43287494,d.dmQ&psig=AFQjCNE3RmmvSQTBwXQ_bSx3IZM2Q_cRqQ&ust=1363119115979948

What Is The

Of Little Things?

Little Things=Big Impact• Care with compassion• Enthusiasm and passion for serving • Have a great attitude• Make all interactions memorable• Zero excuses

Good Customer Service Going The Extra MileSmile & Wave At Resident Use name; ask about

family/job/vacation; assist if needed

Package Acceptance/Storage

Text notification; drop off inside door; curbside service

Brainstorm Good ServiceTo Going The Extra Mile

As A Team

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=WR5yiZbnndchpM&tbnid=-kPgBFz_XY8aNM:&ved=0CAUQjRw&url=http://www.integraphix.com/chicago_marketing_team&ei=TWlsUv2uAcq0kQeMlYB4&bvm=bv.55123115,d.dmg&psig=AFQjCNFa5HhKnbqmvk0eQNtQNaj29T4lYA&ust=1382922914911873

II. Customer Service3. The Power of Teamwork

Win/Win = One Team

Leasing + Management+ Service = All Working Together

TogetherEach Achieve More

• Love Company + Positive Attitude= High Ownership• Treated Well in an Healthy Work Environment