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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
Quintessential Marketing & Training National Speaker, Industry Educator, Consultant & Marketing Strategist Email: [email protected] 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
What will be your focus in 2014 to gain your competitive edge?
Polling Question #1:
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
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
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
How many consumers would pay more for a better customer
experience?
Polling Question #3:
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.
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.
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?
What are the top areas that impact a resident’s perception that they
are getting a great value?
Polling Question #4:
How Residents Define Value What Impacts The Perception of Value
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
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
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
Happy Residents Result From Happy Employees
Customers are starved for good service:
common courtesiesquality job well done
rapid response
In what way does social media assist you the MOST?
Polling Question #5:
Social Media
In my opinion…
III. Social Media1. Connection Creates Community
Essential Needs:• Emotionally connected• Being part of a community• Friendship
We must first be social with our customers before social media can work.
Face To FaceIrreplaceable & The Hot Trend
III. Social Media2. Balancing The Connection Offline & Online
Embrace Technology
III. Social Media3. What Really Works
Got Fans? Be Interesting & Interested
Status Updates Are Important Fans Care & Want More
Top Status UpdatesFans Want To See:
1. Life Experiences What have you been up to? Where have you been? How does your community improve a resident’s life experiences?
2. Advice 3. Entertainment
Valuable AdviceShare links, videos, save time & money
Smart Glasses
National Guacamole Day Sept 16th
Recipe
Cool Gadget
Entertain Me!
What’s Going On In The Neighborhood
Want Interaction? Get Personal
Three Areas / Three Focuses
Sales
Service
SocialMedia
“Once you decide what you want– You make a commitment to that decision. Watch your life move forward.”
-Oprah Winfrey
Modernize Marketing2014 Focus on Sales, Service & Social Media
Amy Kosnikowski [email protected] www.theQstandard.com