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February 26, 2010
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4:54 am
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rentwiki:
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Seriously-who chooses the figure skating music?Topic for tomorrow's #AptChat but manohman-to be so calm when skating that close to the wall. |
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10:54 am
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gskatz:
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@kimcoryfitness Good morning, Kim! TGIF is right! Will you be on #aptchat lthis afternoon? It's Free-For-All Friday! |
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11:54 am
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kimcoryfitness:
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@gskatz Morning Gary! Yes finally I will be on #AptChat today. I think I want 2 talk about my costume for #mfbsconf LOL so excited 4 my idea |
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2:58 pm
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AptsForRent:
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RT @AptChat: This week's #AptChat is another "Free-For-All Friday," where you get to choose the topics! Send ?s to @LisaTrosien or @30Lines. |
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5:52 pm
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annpadgett:
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RT @AptChat This week's #AptChat is another "Free-For-All Friday," where you get to choose the topics! Send ?s to @LisaTrosien or @30Lines. |
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6:06 pm
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beckyamross:
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After a long hiatus, I will hopefully be able to join in on #AptChat today :) |
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6:18 pm
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Buildium:
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We're sending @EricBuildium into the depths of #AptChat today. Please join in him at 4PM EST. |
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8:00 pm
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ChiSteve:
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@rentwiki I can't make the chat will you PLEASE throw in my recommendation that all skating music be polka? Thanks! #aptchat |
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8:47 pm
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lisatrosien:
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Aptchat starts in about 15 minutes...Free For All Friday! See you soon! #aptchat |
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8:48 pm
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AptsForRent:
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RT @lisatrosien: Aptchat starts in about 15 minutes...Free For All Friday! See you soon! #aptchat |
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8:49 pm
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Eric_Urbane:
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RT @LisaTrosien: Aptchat starts in about 15 minutes...Free For All Friday! See you soon! #aptchat |
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8:51 pm
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Aptdoctor:
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RT @lisatrosien: Aptchat starts in about 15 minutes...Free For All Friday! See you soon! #aptchat |
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8:53 pm
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lisatrosien:
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I know one thing I'd like to see talked about: Call Centers! Some discussion going on my ApartmentExpert Facebook page; pro & con #aptchat |
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8:53 pm
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rentwiki:
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RT @LisaTrosien: Aptchat starts in about 15 minutes...Free For All Friday! Tweet you soon! #aptchat |
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8:53 pm
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TamelaCoval:
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RT @LisaTrosien: Aptchat starts in about 15 minutes...Free For All Friday! Tweet you soon! #aptchat |
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8:54 pm
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RealtyDataTrust:
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RT @lisatrosien: Aptchat starts in about 15 minutes...Free For All Friday! See you soon! #aptchat |
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8:57 pm
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mfinsiders:
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#AptChat is set to start in just 3 minutes! Free For All Friday! Streaming live on http://www.multifamilyinsiders.com |
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8:58 pm
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TheEllipseCow:
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RT @mfinsiders: #AptChat is set to start in just 3 minutes! Free For All Friday! Streaming live on http://www.multifamilyinsiders.com |
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8:58 pm
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Eric_Urbane:
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Hello Friends, #aptchat |
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8:59 pm
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mad_cow_chris:
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Hey ya'll! #aptchat |
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8:59 pm
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Joe_Ellipse:
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we were in the desert, outside Barstow, when #aptchat started to kick in. |
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8:59 pm
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lisatrosien:
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Hi everyone! Please introduce yourselves! We'll start in about five minutes. #aptchat |
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8:59 pm
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Aptdoctor:
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Happy Freezin' Friday! #aptchat |
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9:00 pm
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PCMGtwit:
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Hi everyone. #aptchat |
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9:00 pm
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PBfla:
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Hello everyone #aptchat |
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9:00 pm
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mad_cow_chris:
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Chris here, from Marketing at Mid-America! #aptchat |
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9:00 pm
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DavidKotowski:
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Happy Friday! Looking forward to hearing what's on everyone's mind. #AptChat |
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9:00 pm
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30lines:
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RT @lisatrosien: I know one thing I'd like to see talked about: Call Centers! Some discussion going on my ApartmentExpert FB page. #AptChat |
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9:01 pm
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kimcoryfitness:
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Whoo Hoo I am making it to #AptChat today:) Hi everyone! |
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9:01 pm
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sarasgraham:
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Hi everyone...happy Friday, and happy #aptchat. |
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9:01 pm
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greenlandlady:
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Hello everyone. #aptchat |
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9:01 pm
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lisatrosien:
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@mad_cow_chris Hi Chris! So glad to see you! #aptchat |
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9:01 pm
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EricBuildium:
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Eric from Buildium is here from soggy Boston. #aptchat |
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9:01 pm
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village_green:
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Hello everybody!! How is everybody? #aptchat |
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9:02 pm
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gskatz:
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Howdy ya'll! #aptchat |
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9:02 pm
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mad_cow_chris:
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@lisatrosien Thanks, happy it's Friday! #aptchat |
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9:02 pm
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artchickhb:
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Hello #aptchat ! Heather from Behind the Leasing Desk in Seattle here
#aptchat |
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9:03 pm
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theaptnerd:
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@LisaTrosien @30lines more call center debate on #MFI as well http://bit.ly/96UFtM #AptChat |
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9:04 pm
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sarasgraham:
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@EricBuildium Don't you feel like we're in Seattle? This weather is nuts. #aptchat |
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9:04 pm
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RealtyDataTrust:
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Good afternoon everyone. #aptchat is a good way to start a weekend. |
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9:04 pm
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lisatrosien:
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So, whaddya think? Are call centers good? Do you like them? #aptchat |
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9:04 pm
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nesselinc:
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we've used Crossfire and Lead Tracking Solutions #aptchat |
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9:04 pm
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sarasgraham:
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@LisaTrosien @30lines Agreed, a call center discussion would be great. #aptchat |
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9:05 pm
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MultifamilyLaw:
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Hello #AptChat! @MultifamilyLaw here & finally getting a chance to read in on this week's chat. |
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9:05 pm
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30lines:
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@SDunnigan Nice! Glad you could join us! #AptChat |
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9:05 pm
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EricBuildium:
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@sarasgraham I do. It's okay every once in a while, but there's no end in sight. #aptchat |
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9:05 pm
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kimcoryfitness:
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@LisaTrosien @gskatz Hi Gary!! #aptchat |
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9:05 pm
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30lines:
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RT @lisatrosien: So, whaddya think? Are call centers good? Do you like them? #AptChat |
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9:05 pm
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DavidKotowski:
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I've never had the opportunity to use a call center, but from what I have learned I think they're a great thing. #AptChat |
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9:06 pm
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nesselinc:
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We love being able to market that you will get a person 24/7. #aptchat |
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9:06 pm
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zkestenbaum:
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hi from snowy new york city, Zach from BuildingLink here, looking forward to my first #aptchat |
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9:06 pm
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village_green:
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It has been awhile for me too!! I can't believe the snow! I am glad it is Friday!! #aptchat |
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9:06 pm
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gskatz:
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@kimcoryfitness Hi Kim (a.k.a. She-Ra)! #aptchat |
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9:06 pm
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TheEllipseCow:
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RT @gskatz: @kimcoryfitness Hi Kim (a.k.a. She-Ra)! // I like that! #aptchat |
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9:06 pm
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nesselinc:
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We update notes for the agents weekly and listen to recordings monthly. #aptchat |
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9:06 pm
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DavidKotowski:
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I argument I get whenever I bring up call centers (leasing) is that an onsite agent would be know the most and give best info. #AptChat |
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9:07 pm
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Aptdoctor:
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CallCntr great for overflow and emerg - concerned about outsrcng ALL calls to off-site, esp. resident calls #aptchat |
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9:07 pm
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AptsForRent:
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sorry we're late #Aptchat ters! :) Wishing everyone a happy Friday! |
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9:07 pm
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30lines:
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@zkestenbaum Sweet, another new face! Thanks for being here! #AptChat |
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9:07 pm
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30lines:
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RT @nesselinc: We love being able to market that you will get a person 24/7. #AptChat |
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9:07 pm
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artchickhb:
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RT @Aptdoctor: CallCntr great for overflow and emerg - concerned about outsrcng ALL calls to off-site, esp. resident calls #aptchat |
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9:07 pm
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gskatz:
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@lisatrosien Call centers are better than voice mail, IMHO. #aptchat |
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9:07 pm
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lisatrosien:
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@Eric_Urbane Did you use an industry call center, Eric? #aptchat |
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9:07 pm
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mad_cow_chris:
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It's super cold here in Memphis, but no snow this week, thank fully! #aptchat |
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9:07 pm
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tarasmiley:
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hi everyone! #aptchat |
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9:08 pm
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lisatrosien:
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RT @gskatz:Call centers are better than voice mail, IMHO. #aptchat |
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9:08 pm
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kimcoryfitness:
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@gskatz are you sad your partner in crime @trainingfactor is not on #aptchat? |
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9:08 pm
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artchickhb:
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when your residents call, they don't want to call somewhere that isn't the office.
#aptchat |
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9:08 pm
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Eric_Urbane:
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@lisatrosien No, but we did go through several training scripts, much to no avail, #aptchat |
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9:08 pm
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sarasgraham:
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We're evaluating call centers this spring - Level One seems to be the 800 lb gorilla. #aptchat |
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9:08 pm
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mad_cow_chris:
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Agreed. RT @gskatz: @lisatrosien Call centers are better than voice mail, IMHO. #aptchat |
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9:08 pm
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EricBuildium:
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RT @artchickhb: when your residents call, they dont want to call somewhere that isnt the office. #aptchat |
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9:09 pm
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nesselinc:
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In our experience we've found the agents are quite successful at getting the caller to schedule an appointment. Which we love. #aptchat |
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9:09 pm
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DavidKotowski:
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RT @artchickhb: when your residents call, they dont want to call somewhere that isnt the office. #AptChat |
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9:09 pm
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DavidKotowski:
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RT @nesselinc In our experience weve found the agents are quite successful at getting the caller to schedule an appointment. #AptChat |
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9:09 pm
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zkestenbaum:
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fan of call centers (night/spillover), nothing worse for prospect or resident than not reaching someone #aptchat |
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9:10 pm
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artchickhb:
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Of course, I'm a little biased. I get irritated with the call center at my Dr.s office just to get an appt. #aptchat |
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9:10 pm
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30lines:
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RT @nesselinc: We've found the agents are quite successful at getting the caller to schedule an appointment. Which we love. #AptChat |
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9:10 pm
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lisatrosien:
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@artchkhb Why do you say that, Heather?
#aptchat |
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9:10 pm
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kimcoryfitness:
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Not a fan of call centers. As a true sales person myself I have to feel, touch & be part of my product to really sell it #AptChat |
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9:10 pm
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lisatrosien:
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RT @zkestenbaum: fan of call centers (night/spillover), nothing worse for prospect or resident than not reaching someone #aptchat |
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9:10 pm
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gskatz:
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@kimcoryfitness Where's Jonathan? Oh yeah, Pittsburgh. #aptchat |
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9:10 pm
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artchickhb:
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I like them for after hours/overflow. I love them for emergencies. But during the day, your people should be on that phone #aptchat |
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9:10 pm
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lisatrosien:
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I was, originally, anti-call center. Not anymore. Too many properties don't answer the phone. This solves that problem. #aptchat |
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9:11 pm
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Aptdoctor:
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Based on listening to thousands of calls, sometimes better not to reach who is answering our phones! #aptchat |
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9:11 pm
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lisatrosien:
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@kimcoryfitness I agree; I would never let a call center take MY calls. But site level for many co's is a different story. #aptchat |
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9:11 pm
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gskatz:
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@lisatrosien Amen! #aptchat |
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9:11 pm
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DavidKotowski:
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I'm not sure how I feel about a call center for maintenance. During the day I'd prefer to help customers. Afterhours answering svc. #AptChat |
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9:11 pm
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lisatrosien:
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RT @Aptdoctor: Based on listening to thousands of calls, sometimes better not to reach who is answering our phones! #aptchat |
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9:11 pm
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EricBuildium:
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@lisatrosien Do you think your prospects realize that they are speaking with a call center? #aptchat |
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9:12 pm
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MultifamilyPro:
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Call Centers are necessary. Fact people R looking for APTs when the office is closed. #aptchat Trend INSTANT GRADIFICATION |
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9:12 pm
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DavidKotowski:
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@lisatrosien Me too! I'd prefer a total stranger to the property answering the phone and getting/giving info than no one (or VM). #AptChat |
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9:12 pm
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artchickhb:
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@lisatrosien very strong point, and love @aptdoctor 's humor, but as a resident, I want the people in the office. #aptchat |
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9:12 pm
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Eric_Urbane:
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@lisatrosien Our original reason for using a Call Center, was folks weren't answering the phone. We replaced them with ones who do #aptchat |
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9:12 pm
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gskatz:
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@EricBuildium That depends on whether there is a lot of background noise. #aptchat |
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9:12 pm
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lisatrosien:
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@EricBuildium Not if the call center is well trained, well staffed, etc. #aptchat |
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9:13 pm
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crovean:
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The right call center would be good. Not just a regular "answer the phone" personnel #aptchat |
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9:13 pm
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30lines:
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@MultifamilyPro But if I'm looking afterhours, do I really want to talk to a person? Trend: Self-service. #AptChat |
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9:13 pm
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artchickhb:
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@lisatrosien they can give me the answer I need/solve my problem, without 3 phone calls happening. INSTANT GRATIFICATION. #aptchat |
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9:13 pm
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theaptnerd:
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If you want your community to be sold like it is a commodity then call centers are fine. #aptchat |
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9:13 pm
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Aptdoctor:
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@MultifamilyPro - True - maybe the answer is different office hours, not different people? #aptchat |
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9:13 pm
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RealPage:
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Our research shows that our contact center answers 97% of all calls that you designate us to take. #aptchat |
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9:13 pm
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lisatrosien:
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Answering services are always awful; answering machines are worse. Why not call centers? It's a live person. Training is KEY! #aptchat |
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9:13 pm
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TheEllipseCow:
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agreed RT @30lines: @MultifamilyPro But if I'm looking afterhours, do I really want to talk to a person? Trend: Self-service. #aptchat |
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9:14 pm
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lisatrosien:
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RT @theaptnerd: If you want your community to be sold like it is a commodity then call centers are fine. #aptchat |
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9:14 pm
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BobGura:
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After a year with a call center we have concluded that we are much more effective than the call center. #aptchat |
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9:14 pm
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EricBuildium:
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@lisatrosien What criteria do you look for in a "good" call center? #aptchat |
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9:14 pm
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lisatrosien:
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@theaptnerd Mark, have you tried call centers before? #aptchat |
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9:14 pm
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30lines:
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RT @Aptdoctor: @MultifamilyPro - True - maybe the answer is different office hours, not different people? #AptChat |
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9:14 pm
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tarasmiley:
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i agree with heather. normal business hours, no; after that, ok.
#aptchat |
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9:14 pm
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sarasgraham:
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@RealPage We will do that, thanks. (We're actually reviewing RM right now - had great calls w/ some of your refs this week.) #aptchat |
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9:14 pm
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Eric_Urbane:
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What are most Leasing Hours, We started staying open until 8:00 PM most nights, #aptchat |
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9:14 pm
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annpadgett:
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Office hours need to change. Do you want your employees running personal errands while they are supposed to be working? #aptchat |
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9:14 pm
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theaptnerd:
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why are we outsourcing the face of our brands and our product? why not outsource reports & accounting task garbage instead? #aptchat |
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9:14 pm
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30lines:
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RT @RealPage: Our research shows that our contact center answers 97% of all calls that you designate us to take. #AptChat |
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9:15 pm
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lisatrosien:
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Does the size of your portfolio play a role in your decision to us e a call center? Just curious... #aptchat |
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9:15 pm
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artchickhb:
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@Eric_Urbane typical hours run 8-5 or 9-6 #aptchat |
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9:15 pm
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Aptdoctor:
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@theaptnerd - we are already commodities - it's all about price/specials right now & I agree we don't have to answer phone like it #aptchat |
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9:15 pm
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TheEllipseCow:
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as a resident (and previous prospect) I wouldn't expect to talk to a person at midnight ... that's just weird #aptchat |
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9:15 pm
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kimcoryfitness:
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RT @theaptnerd: why are we outsourcing the face of our brands and our product? why not outsource reports & accounting task garbage instead? #aptchat |
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9:15 pm
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DavidKotowski:
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@Eric_Urbane I always see your residents checking in on @foursquare late at night and you're usually checked in too. :) #AptChat |
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9:15 pm
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lisatrosien:
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RT @theaptnerd: Y R we outsourcing the face of our brands & product? why not outsource reports & accounting task garbage instead? #aptchat |
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9:15 pm
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kimcoryfitness:
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AMEN to that! RT @theaptnerd: If you want your community to be sold like it is a commodity then call centers are fine. #aptchat |
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9:15 pm
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Joe_Ellipse:
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Nothing, nothing nothing nothing says transparency like the person answering the phone actually being where you called them #aptchat |
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9:16 pm
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theaptnerd:
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@LisaTrosien off and on over a 3 year period. while we thought it would be a nice overflow back-up, it just didn't work. #aptchat |
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9:16 pm
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DavidKotowski:
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@theaptnerd It seems like you could find a call center that could be trained on your brand. #AptChat |
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9:16 pm
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MultifamilyPro:
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@30lines Yes I agree with self-service, U had better have all the REAL_TIME information there for them #aptchat |
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9:16 pm
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lisatrosien:
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@Joe_Ellipse Then most companies wouldn't qualify for transparency, including McD's drive throughs! #aptchat |
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9:16 pm
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RealtyDataTrust:
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Call centers aren't just for calls either. Email leads can be handled by industry call centers. #aptchat |
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9:16 pm
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lisatrosien:
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RT @MultifamilyPro: @30lines Yes I agree with self-service, U had better have all the REAL_TIME information there for them #aptchat |
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9:16 pm
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zkestenbaum:
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@30lines agree that self service is key, but these are people who are calling in, they're saying they want to be helped #aptchat |
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9:17 pm
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RealPage:
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@Joe_Ellipse But with the property information in front of them, it will seem like the agent is on the property. #aptchat |
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9:17 pm
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kimcoryfitness:
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RT @TheEllipseCow: as a resident (and previous prospect) I wouldn't expect to talk to a person at midnight ... that's just weird #aptchat |
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9:17 pm
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DavidKotowski:
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RT @RealtyDataTrust Call centers arent just for calls either. Email leads can be handled by industry call centers. #AptChat |
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9:17 pm
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MultifamilyPro:
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RT @RealtyDataTrust: Call centers aren't just for calls either. Email leads can be handled by industry call centers. #aptchat |
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9:17 pm
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30lines:
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@MultifamilyPro Completely agree. #AptChat |
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9:17 pm
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sarasgraham:
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I don't disagree with some of the comments here - but isn't it better to get a live person than have to roll to voicemail? #aptchat |
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9:17 pm
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lisatrosien:
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What about 'culture'? Can a call center communicate the 'culture' of your sites? Am I making sense here? Trying to... #aptchat |
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9:17 pm
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RealPage:
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Indeed. RT @RealtyDataTrust: Call centers arent just for calls either. Email leads can be handled by industry call centers. #aptchat |
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9:17 pm
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theaptnerd:
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@DavidKotowski unfortunately they only customize things so far. we tried. #AptChat |
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9:17 pm
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lisatrosien:
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RT @RealtyDataTrust: Call centers arent just for calls either. Email leads can be handled by industry call centers. #aptchat |
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9:17 pm
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lisatrosien:
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Are call centers all about increasing productivity? #aptchat |
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9:18 pm
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30lines:
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RT @lisatrosien: What about 'culture'? Can a call center communicate the 'culture' of your sites? #AptChat |
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9:18 pm
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umfjoey:
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hi #aptchat Joe from UMoveFree here. Hope you're having a great friday :) |
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9:18 pm
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lisatrosien:
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RT @gskatz: If we are all on here chatting, who is answering our phones? #aptchat |
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9:18 pm
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artchickhb:
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@lisatrosien culture = personality, and some can, depending on how they hire. But usually, the flat tone conveys 1thing - Apathy #aptchat |
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9:18 pm
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RealtyDataTrust:
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RT @MultifamilyPro: @30lines Yes I agree with self-service, U had better have all the REAL_TIME information there for them #aptchat |
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9:18 pm
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DavidKotowski:
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I think call centers probably benefit our customers, especially as so many companies are still having to cut staffing levels. #AptChat |
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9:18 pm
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Joe_Ellipse:
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@RealPage that's awfully optimistic. Unless they're hiring call center people out of Second City & Groundlings, I don't buy it. #aptchat |
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9:18 pm
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BobGura:
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If this is an open chat I want to find out who has kicked butt with resident referral programs? What's made it successful? #aptchat |
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9:18 pm
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PCMGtwit:
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You can't train call center people to represent your brand. They just don't care like you do. I worked in one when I was a kid. #aptchat |
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9:19 pm
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RealPage:
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@lisatrosien Well trained contact center reps can capture the brand and the culture of each property #aptchat |
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9:19 pm
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DavidKotowski:
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@umfjoey Hi, Joe! Welcome to the group. #AptChat |
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9:19 pm
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30lines:
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Is anyone providing their blog feed and social media info to their call center team? #AptChat |
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9:19 pm
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lisatrosien:
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RT @RealPage: @lisatrosien Well trained contact center reps can capture the brand and the culture of each property #aptchat |
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9:19 pm
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30lines:
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RT @BobGura: I want to find out who has kicked butt with resident referral programs. What's made it successful? #AptChat |
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9:19 pm
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gskatz:
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Ranking in order of preference: Gold medal goes to onsite people answering phone. Silver to call centers, and missed calls = FAIL. #aptchat |
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9:19 pm
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lisatrosien:
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@RealPage How do you do that? Can you be more specific? #aptchat |
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9:19 pm
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Aptdoctor:
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@LisaTrosien Prob is we try 2make CalCntr what they are not-culture-instead of using 4 what they are - cover phone when we can't #aptchat |
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9:19 pm
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theaptnerd:
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@Aptdoctor did you really go there doug? i'm going to be kind and not comment on your perspective. #aptchat |
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9:19 pm
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kimcoryfitness:
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oooh good point! RT @30lines: Is anyone providing their blog feed and social media info to their call center team? #AptChat |
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9:19 pm
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lisatrosien:
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RT @30lines: Is anyone providing their blog feed and social media info to their call center team? #aptchat |
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9:20 pm
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MultifamilyPro:
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@Aptdoctor U & I have been preaching that 4 years, I never had a 9 to 5 prop as U know.Even when U made me leave B 4 dark 4 safety #aptchat |
|
9:20 pm
|
RealPage:
|
@PCMGtwit We offer continuing education to help refresh information about particular properties and help represent the culture
#aptchat |
|
9:20 pm
|
sarasgraham:
|
RT @30lines Is anyone providing their blog feed and social media info to their call center team? #AptChat (GREAT question!) |
|
9:20 pm
|
artchickhb:
|
RT @Aptdoctor: Prob is we try 2make CalCntr what they are not-culture-instead of using 4 what they are - cover phone when we cant #aptchat |
|
9:20 pm
|
crovean:
|
Call center serves as full back of your leasing agents that miss a phone call. #aptchat |
|
9:20 pm
|
DavidKotowski:
|
We'd all prefer to have our own peeps answering every call. Reality is that they don't. I'd rather have someone than no one. Bad?? #AptChat |
|
9:20 pm
|
Aptdoctor:
|
@theaptnerd - confused - sorry - go where? #aptchat |
|
9:20 pm
|
kimcoryfitness:
|
@gskatz Nice comparison Gary! Love it #aptchat |
|
9:21 pm
|
lisatrosien:
|
@30Lines...good question but probably ahead of its time. And how would you deploy? What is the expected end result? #aptchat |
|
9:21 pm
|
theaptnerd:
|
Real life example from a call center. Prospect - "Do you have a pool?" Center Rep - "Um, let me check." #aptchat |
|
9:21 pm
|
DavidKotowski:
|
@Aptdoctor Are you referring to a true call center? Or are you talking about an answering service? Call centers are different. #AptChat |
|
9:21 pm
|
30lines:
|
@Joe_Ellipse No, I'm talking about giving the call center a better sense of the community culture through your social media. #AptChat |
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9:21 pm
|
DavidKotowski:
|
RT @theaptnerd: Real life example from a call center. Prospect - "Do you have a pool?" Center Rep - "Um, let me check." #AptChat |
|
9:21 pm
|
sarasgraham:
|
@BobGura At some props, we offer a tiered resref model: 1st referral gets $250, 2nd gets $500, 3rd gets $750 and 4th gets $1000. #aptchat |
|
9:22 pm
|
TheEllipseCow:
|
quite obvious to me too! RT @KBRoncadori: @Shouldn't properties who don't answer the phone maybe find staff who CAN answer phone? #aptchat |
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9:22 pm
|
RealPage:
|
@Joe_Ellipse Sorry...don't buy what? The 97%? #aptchat |
|
9:22 pm
|
beckyamross:
|
Becky here, joining a bit late in Detroit... #AptChat |
|
9:22 pm
|
lisatrosien:
|
@30lines I see your point, but I don't know that it would actually 'work'. Lots of training on that and hoping they 'get it'. #aptchat |
|
9:22 pm
|
Joe_Ellipse:
|
@30lines OH! completely misunderstood. #aptchat |
|
9:22 pm
|
30lines:
|
@lisatrosien Deploy by pulling up the FriendFeed page for the property. All recent info in one spot if done right. #AptChat |
|
9:22 pm
|
Aptdoctor:
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@DavidKotowski - real CalCntr - better than ans svce and never as good as well trained loyal staff-listen to 100 calls of each . . #aptchat |
|
9:22 pm
|
crovean:
|
@theaptnerd if unprepared the answer is "Um, let me check." #aptchat |
|
9:22 pm
|
lisatrosien:
|
@TheEllipseCow That tweet and retweet sound like people who've never worked on site. It's not always possible. Period. #aptchat |
|
9:23 pm
|
theaptnerd:
|
@Aptdoctor believing we're commodities. if you believe that then you have lost. #aptchat |
|
9:23 pm
|
mad_cow_chris:
|
@DavidKotowski I'm with you. Great for rollover and night/after hours support. #aptchat |
|
9:23 pm
|
artchickhb:
|
@BobGuar I had one woman in my session this week who was talking about how they have a resident who they almost PAY to live there. #aptchat |
|
9:23 pm
|
lisatrosien:
|
@30lines You obviously didn't read my Tweet today re: FriendFeed. :) #aptchat |
|
9:23 pm
|
mdc912:
|
@lisatrosien We work with the communities from day one to find out their preferences, amenities, specials, etc. #AptChat |
|
9:23 pm
|
umfjoey:
|
@theaptnerd so maybe centers need to foster closer relationships? and property managers need to facilitate that with updated data? #aptchat |
|
9:24 pm
|
Aptdoctor:
|
@theaptnerd - gotcha - thanks,no I don't believe it and it's what it looks like out there and many co's are playing that game now #aptchat |
|
9:24 pm
|
sarasgraham:
|
Being able to refer a potential resident to your FB page would be just another resource. Check out our website, our FB page, etc. #aptchat |
|
9:24 pm
|
lisatrosien:
|
@umfjoey I know that one of my clients meets 2x a year with the LP's at the call center to make sure they 'get' the culture. #aptchat |
|
9:24 pm
|
RealPage:
|
@lisatrosien If there are specific things that are unique to that property, we put it in our UI and prompt the reps with it #aptchat |
|
9:24 pm
|
RealPage:
|
@lisatrosien We work with the communities from day one to find out their preferences, amenities, specials, etc. #aptchat |
|
9:25 pm
|
theaptnerd:
|
Real life example from a call center. Rep - "The One Bedroom is 695 sq. ft." Prospect - "That's kind of small." Rep - "Yes, it is." #aptchat |
|
9:25 pm
|
Joe_Ellipse:
|
@RealPage that the agent will seem like they're on the property as long as they have a script. #aptchat |
|
9:25 pm
|
TamelaCoval:
|
We lsten to calls to send only legit leads, caller experiences can be so CONFUSING & FRUSTRATING.RT @Aptdoctor:@theaptnerd-confused #aptchat |
|
9:25 pm
|
rentwiki:
|
We lsten to calls to send only legit leads, caller experiences can be so CONFUSING & FRUSTRATING.RT @Aptdoctor:@theaptnerd-confused #aptchat |
|
9:25 pm
|
Jrosseth:
|
I'm weighing in support of both call center & our own agents. Center's are as successful as the info you provide them to work w/ #aptchat |
|
9:25 pm
|
Aptdoctor:
|
@theaptnerd - when I shop props it's like being on "Let's Make a Deal" and they are all Monty Hall! #aptchat |
|
9:25 pm
|
lisatrosien:
|
@RealPage I know what UI is, but I think you need to be more specific; no jargon so all understand, please? : ) #aptchat |
|
9:25 pm
|
BobGura:
|
Four tiered rent referral = $2500 great idea!!! #aptchat |
|
9:25 pm
|
lisatrosien:
|
RT @TamelaCoval: We lsten to calls to send only legit leads, caller experiences can be so CONFUSING & FRUSTRATING. #aptchat |
|
9:25 pm
|
EricBuildium:
|
@sarasgraham Good point. Where are people getting your #? From signage or from your website? Could your signage just direct to web? #aptchat |
|
9:25 pm
|
theaptnerd:
|
RT @PCMGtwit: You can't train call center people to represent your brand. They just don't care like you do. I worked in one when I was a kid. #aptchat |
|
9:26 pm
|
JenKennedy_PCMG:
|
RT @theaptnerd: Real life call center. Rep - "The One Bedroom is 695 sq. ft." Prospect - "Thats kind of small." Rep - "Yes, it is." #AptChat |
|
9:26 pm
|
lisatrosien:
|
@BobGura Bob, try having the referral fee be higher right after move in when their enthusiasm is very high. #aptchat |
|
9:26 pm
|
crovean:
|
#aptchat We are actually testing a Call center right now and so far we are happy with its results and feed back |
|
9:26 pm
|
theaptnerd:
|
@umfjoey so, do i spend time updating data or just picking up the phone myself? #aptchat |
|
9:26 pm
|
MultifamilyPro:
|
REALITY CHECK LP's cnt answer every call we have them doing more than they cn handle, answer take away all the NON leasing items #aptchat |
|
9:26 pm
|
Joe_Ellipse:
|
even if you deceive a prospect into thinking they're talking to an onsite agent, isn't that going to lead to problems? #aptchat |
|
9:26 pm
|
sarasgraham:
|
@theaptnerd Re: real-life example of a call center, that seems like a training issue to me. #aptchat |
|
9:26 pm
|
lisatrosien:
|
RT @crovean: #aptchat We are actually testing a Call center right now and so far we are happy with its results and feed back #aptchat |
|
9:27 pm
|
Joe_Ellipse:
|
I would be sort of annoyed if the person I spoke to on the phone not only wasn't onsite but I was led to believe they were. #aptchat |
|
9:27 pm
|
theaptnerd:
|
@crovean what on site person would "check" to see if they have a pool? #aptchat |
|
9:27 pm
|
RealPage:
|
@Joe_Ellipse With call recordings, our clients can tell us how to adjust how CF agents take their property calls. #aptchat |
|
9:27 pm
|
lisatrosien:
|
@MultifamilyPro THANK YOU, Tami! Glad someone agrees with me that LP's can't help but miss a call now and then!!! #aptchat |
|
9:27 pm
|
sarasgraham:
|
@crovean Who are you working with, if you don't mind me asking? #aptchat |
|
9:27 pm
|
lisatrosien:
|
@Joe_Ellipse I've never head a call center 'deceive' anyone. #aptchat |
|
9:27 pm
|
kimcoryfitness:
|
RT @lisatrosien: @MultifamilyPro THANK YOU, Tami! Glad someone agrees with me that LP's can't help but miss a call now and then!!! #aptchat |
|
9:27 pm
|
umovefree:
|
RT @Jrosseth: I'm weighing in spprt of both callcenter & our agents. Centers r as successful as the info u provide them to work w/ #aptchat |
|
9:27 pm
|
lisatrosien:
|
@Joe_Ellipse Again, I've never seen/heard that happen. #aptchat |
|
9:28 pm
|
crovean:
|
#aptchat their are call centers out there with really good LP answering your calls. |
|
9:28 pm
|
Aptdoctor:
|
@MultifamilyPro-EXACTLY-we are outsrcing the wrong stuff - keep the calls (& the cannoli) and lose acctg & automate reporting! #aptchat |
|
9:28 pm
|
theaptnerd:
|
@sarasgraham unfortunately these examples happened all the time. #aptchat |
|
9:28 pm
|
rentwiki:
|
FGump,"Stupid is as Stupid does"RT @theaptnerd:Real example from call center. Rep -"a 695 sq. ft. is kinda small";Rep -Yes, it is." #aptchat |
|
9:28 pm
|
lisatrosien:
|
Typical LP's on CCenters say they are in a 'centralized leasing office'. #aptchat |
|
9:28 pm
|
firebelly:
|
eVen When brands compete on price alone @Aptdoctor there's still expcttion of service &value, no brand can survive on price alone #aptchat |
|
9:28 pm
|
MultifamilyPro:
|
My props had focus 4 each employee, separate entrance for res & prospects, different # for "office' & "sales" #aptchat |
|
9:28 pm
|
DavidKotowski:
|
A call center should be all or nothing. Either send all leasing calls or don't send any. Again, I've never used one. #justsayin #AptChat |
|
9:28 pm
|
theaptnerd:
|
RT @KBRoncadori: @LisaTrosien Shouldn't properties who don't answer the phone maybe find staff who CAN answer the phone? #aptchat |
|
9:29 pm
|
TamelaCoval:
|
Ditto that. We hear it all day long. RT @theaptnerd: @sarasgraham unfortunately these examples happened all the time. #aptchat |
|
9:29 pm
|
rentwiki:
|
Ditto that. We hear it all day long. RT @theaptnerd: @sarasgraham unfortunately these examples happened all the time. #aptchat |
|
9:29 pm
|
artchickhb:
|
call centers ARE good for overflow. You know, like when you're talking face to face with a ticked off res, & you put THEM on hold? #aptchat |
|
9:29 pm
|
kimcoryfitness:
|
I love how you know exactly what it's like on-site @lisatrosien @multifamilypro no walk in the park for a leasing consultant! #aptchat |
|
9:29 pm
|
lisatrosien:
|
I don't think it's the solution for every property.I think you need to weigh the pro's and con's seriously b4 u make your decision. #aptchat |
|
9:29 pm
|
RealPage:
|
@Joe_Ellipse We NEVER deceive anyone. If prompted, CF agents inform them that they are not on site but part of central leasing team #aptchat |
|
9:29 pm
|
artchickhb:
|
@theaptnerd but, with all the bad examples, did you ever get a lease out of them that you wouldn't have otherwise gained? #aptchat |
|
9:29 pm
|
BobGura:
|
Our call center has told people that they are not onsite #aptchat |
|
9:30 pm
|
lisatrosien:
|
@theaptnerd @KBRoncadori Disagree with you both. Not every call can be answered at a property. Not always possible. #aptchat |
|
9:30 pm
|
RealPage:
|
We always tell them we are not on site if they ask or if something comes up that would lead them to believe otherwise #aptchat |
|
9:30 pm
|
rentwiki:
|
ABSOLUTEMENT!! RT @umovefree: RT @Jrosseth: in supprt of CallCenters - they r as successful as the info u provide them to work w/ #aptchat |
|
9:30 pm
|
Eric_Urbane:
|
If we fired folks faster who didn't answer the phone, this problem would dissipate #aptchat |
|
9:30 pm
|
MultifamilyPro:
|
@Aptdoctor Doug, 2 this day MGMT doesn't get it! U did it right in our day that is why R co was the best & the largest in the USA. #aptchat |
|
9:30 pm
|
lisatrosien:
|
Worked on site for a lot of years and tried to get every call I could. Not possible to miss one. Need some type of backup system. #aptchat |
|
9:30 pm
|
RealPage:
|
According to Satisfacts, only 52% of calls will be answered during office hours #aptchat |
|
9:31 pm
|
lisatrosien:
|
@Eric_Urbane Disagree Eric. A busy office means not every call can be answered. #aptchat |
|
9:31 pm
|
sarasgraham:
|
@crovean Sorry, I meant which call center company? #aptchat |
|
9:31 pm
|
DavidKotowski:
|
You can fire everyone and still end up with missed calls b/c stuff happens. Perpetual understaffing. Busy in person traffic. #AptChat |
|
9:31 pm
|
beckyamross:
|
RT @RealPage: According to Satisfacts, only 52% of calls will be answered during office hours #aptchat #AptChat |
|
9:31 pm
|
lisatrosien:
|
Why are so many of you people hanging the site staff out to dry for not getting EVERY call? I challenge you to do it. #aptchat |
|
9:31 pm
|
theaptnerd:
|
@LisaTrosien true, but having someone in another state try to sell my apartments is not the solution imo. vm is not best either. #aptchat |
|
9:31 pm
|
artchickhb:
|
@Eric_Urbane A leasing professional CANNOT get EVERY single call, Eric. It's just not realistic. #aptchat |
|
9:32 pm
|
MultifamilyPro:
|
@kimcoryfitness Mine comes from yrs on-site! Even when I was a VP I still worked onsite! I GET the challenges &so does @Aptdoctor #aptchat |
|
9:32 pm
|
Jrosseth:
|
The best on-site agents know how to circle back with prospects handled by a call center to personalize the experience. #aptchat |
|
9:32 pm
|
SMosley21:
|
RT @lisatrosien: Why are so many of you people hanging the site staff out to dry for not getting EVERY call? I challenge you to do it. #aptchat |
|
9:32 pm
|
zkestenbaum:
|
@DavidKotowski why do you think that? call centers are a good backup, but not your front line! #aptchat |
|
9:32 pm
|
lisatrosien:
|
@theaptnerd I didn't say it was. I just don't want to 'fire the staff people'. Come up with a better solution folks. #aptchat |
|
9:32 pm
|
30lines:
|
RT @RealPage: According to Satisfacts, only 52% of calls will be answered during office hours. #AptChat |
|
9:32 pm
|
lisatrosien:
|
RT @Jrosseth: The best on-site agents know how to circle back with prospects handled by a call center 2 personalize the experience. #aptchat |
|
9:32 pm
|
mad_cow_chris:
|
Amen! RT @lisatrosien Not every call can be answered at a property. Not always possible. #aptchat |
|
9:32 pm
|
crovean:
|
Not all calls can be answer :( #aptchat |
|
9:32 pm
|
DavidKotowski:
|
@lisatrosien I was thinking the same thing. We have some AMAZING onsite sales people that can't answer every call. #AptChat |
|
9:32 pm
|
sarasgraham:
|
@theaptnerd That is so disappointing to hear. You would hope for more, especially for such a sizeable (and important) investment. #aptchat |
|
9:32 pm
|
theaptnerd:
|
@artchickhb that's up for debate i suppose. as we all know, more people will talk about a negative vs. a positive experience. #aptchat |
|
9:32 pm
|
RealPage:
|
Agreed RT @zkestenbaum: @DavidKotowski why do you think that? call centers are a good backup, but not your front line! #aptchat |
|
9:33 pm
|
lisatrosien:
|
I *still* work on site with clients. It's easy to miss a call during super busy times. #aptchat |
|
9:33 pm
|
TamelaCoval:
|
Mine too. Servicing different specific needs requires diff approaches.RT @MultifamilyPro: We had separate entrance 4 Res& Prospects #aptchat |
|
9:33 pm
|
MultifamilyLaw:
|
Are there any companies out there who've deployed internal call centers? #AptChat |
|
9:33 pm
|
crovean:
|
RT @zkestenbaum
@DavidKotowski why do you think that? call centers are a good backup, but not your front line! #aptchat |
|
9:33 pm
|
beckyamross:
|
@artchickhb Agreed. We try, but walk in traffic and resident issues makes it difficult! #AptChat |
|
9:33 pm
|
lisatrosien:
|
@MultifamilyLaw Equity has one, as does AIMCO. #aptchat |
|
9:33 pm
|
sarasgraham:
|
RT @RealPage: According to Satisfacts, only 52% of calls will be answered during office hours. #aptchat |
|
9:33 pm
|
theaptnerd:
|
@LisaTrosien or fire them. ;) #aptchat |
|
9:33 pm
|
annpadgett:
|
Good people can be hard to find and hard to keep. #aptchat |
|
9:34 pm
|
Aptdoctor:
|
@LisaTrosien TTT=Train,Transfer,Terminate; firing s/b last resort AFTER we train, place them & right-size their workload #aptchat |
|
9:34 pm
|
lisatrosien:
|
What type of ROI can you expect to see when you invest in using a call center? Does anyone have that data? #aptchat |
|
9:34 pm
|
theaptnerd:
|
@sarasgraham we even gave them a 2nd chance b/c i wanted it to work. it was disappointing. #aptchat |
|
9:34 pm
|
TamelaCoval:
|
AgreedRT @lisatrosien: @theaptnerd @KBRoncadori Disagree with you both. Not every call can be answered at a property. Not Possible #aptchat |
|
9:34 pm
|
artchickhb:
|
Your onsite team is not only your sales force. They're also your resident retention force, your first responders etc. #aptchat |
|
9:34 pm
|
kimcoryfitness:
|
RT @artchickhb: @Eric_Urbane A leasing professional CANNOT get EVERY single call, Eric. It's just not realistic. #aptchat |
|
9:34 pm
|
lisatrosien:
|
@theaptnerd You know I love you. #aptchat |
|
9:34 pm
|
MultifamilyPro:
|
Part of the answer is staggered staffing hrs! #aptchat helps tremendously U know when U get the most calls & visits |
|
9:34 pm
|
EricBuildium:
|
RT @annpadgett: Good people can be hard to find and hard to keep. #aptchat |
|
9:34 pm
|
beckyamross:
|
I don't like the idea of a call center. I agree that it is not good to miss calls, but external call centers= WAY impersonal #AptChat |
|
9:34 pm
|
artchickhb:
|
and I have to tell you, if my choice on site at this min is to work with a ticked off resident to make them happy and save the 1/2 #aptchat |
|
9:34 pm
|
Aptdoctor:
|
@annpadgett - AMEN - don't fire the good ones because they are understaffed and overwhelmed! #aptchat |
|
9:35 pm
|
lisatrosien:
|
@beckyamross I've found it depends, as always, on the training and the quality of the call center. #aptchat |
|
9:35 pm
|
Jrosseth:
|
I had an internal call center. Awesome front line and x-tra hands, but overhead was too costly to go 24/7 and handle emails #aptchat |
|
9:35 pm
|
artchickhb:
|
lease, OR answer the ringing phone, I'm working w/ the resident. Close the back door. That's a sure thing. The phone's a gamble #aptchat |
|
9:35 pm
|
lisatrosien:
|
It's too bad none of us have strong opinions on this topic! #aptchat |
|
9:35 pm
|
TamelaCoval:
|
Starting with CEO & CFO'sRT @lisatrosien: Why hang the site staff out to dry for not getting EVERY call? I challenge you to do it. #aptchat |
|
9:35 pm
|
Eric_Urbane:
|
I sit in our office close to 10 hours a day, someone better be answering the phone, and they do. #aptchat |
|
9:36 pm
|
MultifamilyPro:
|
@beckyamross Not when apt co's have their own TEAM doing it. Ownership is key #aptchat |
|
9:36 pm
|
RealPage:
|
@beckyamross You should give ours a try sometime. ;-) #aptchat |
|
9:36 pm
|
beckyamross:
|
@lisatrosien True, and I'm not saying they are all bad, but the place I live has an ext. call ctr for maintenance and I hate it!! #AptChat |
|
9:36 pm
|
crovean:
|
@beckyamross #aptchat call centers are impersonal but they are good to get prospect information for LP to call back. |
|
9:36 pm
|
kimcoryfitness:
|
Now that's funny! RT @lisatrosien: It's too bad none of us have strong opinions on this topic! #aptchat |
|
9:36 pm
|
theaptnerd:
|
@LisaTrosien :) #aptchat |
|
9:36 pm
|
MultifamilyPro:
|
I 2nd that! RT @Aptdoctor @annpadgett - AMEN - don't fire the good ones because they are understaffed and overwhelmed! #aptchat |
|
9:36 pm
|
JenKennedy_PCMG:
|
RT @lisatrosien: Its too bad none of us have strong opinions on this topic! #AptChat |
|
9:36 pm
|
beckyamross:
|
@MultifamilyPro Certainly! #AptChat |
|
9:36 pm
|
artchickhb:
|
@lisatrosien Live chat can be an excellent first contact point for a potential resident #aptchat |
|
9:37 pm
|
Eric_Urbane:
|
@lisatrosien We tried Live Chat, but could not effectively manage it, nor did prospects like it, they were creeped out #aptchat |
|
9:37 pm
|
lisatrosien:
|
I've found a lot of the issues with call centers is getting the site people to call back on the leads from the call center. #aptchat |
|
9:37 pm
|
zkestenbaum:
|
@artchickhb agree, residents need to come first #aptchat |
|
9:37 pm
|
crovean:
|
@sarasgraham LevelOne #aptchat |
|
9:37 pm
|
DavidKotowski:
|
@zkestenbaum @RealPage Maybe I missed the point, but I thought call centers were also a tool to close on all phone traffic. #AptChat |
|
9:37 pm
|
mad_cow_chris:
|
We have some props that are having great success with a call center for afterhours/rollover support. May not work for everyone. #aptchat |
|
9:37 pm
|
lisatrosien:
|
@Eric_Urbane Great feedback! Maybe because the subject is far more personal than say, buying a laptop? #aptchat |
|
9:38 pm
|
Jrosseth:
|
@lisatrosien, I think I heard a stat that L1 was converting 80% of live chats to appointments. If that's correct, it's staggering! #aptchat |
|
9:38 pm
|
rentwiki:
|
And THAT begins w/hiring & training THE right person 4 the jobRT @Jrosseth: The best on-site agents personalize the experience #aptchat |
|
9:38 pm
|
theaptnerd:
|
@MultifamilyPro of course we cnt answer every call. doesn't mean a faceless person with has no tie 2 the comm. shld B selling it. #aptchat |
|
9:38 pm
|
MultifamilyPro:
|
Get out there & lease for a month! DO IT & then tell me #aptchat |
|
9:38 pm
|
lisatrosien:
|
So..we've spent 40 minutes on this. Does anyone have a new topic they'd like to explore? #aptchat |
|
9:39 pm
|
Eric_Urbane:
|
@lisatrosien I was pretty excited about it, but prospects didn't really like it, it was also live video chat, #aptchat |
|
9:39 pm
|
Jrosseth:
|
AMEN! RT @lisatrosien: I've found a lot of the issues is getting the site people to call back on the leads from the call center. #aptchat |
|
9:39 pm
|
zkestenbaum:
|
@DavidKotowski I think they can be, but nothing is better than a dedicated leasing professional #aptchat |
|
9:39 pm
|
mad_cow_chris:
|
We're having good success with L1. #aptchat |
|
9:39 pm
|
lisatrosien:
|
And has anyone seen@30Lines in the last few minutes? Where did that boy get to? #aptchat |
|
9:39 pm
|
rentwiki:
|
MidAmerica has been successful with thatRT @MultifamilyLaw: R there any companies out there who've deployed internal call centers? #AptChat |
|
9:39 pm
|
TamelaCoval:
|
MidAmerica has been successful with thatRT @MultifamilyLaw: R there any companies out there who've deployed internal call centers? #AptChat |
|
9:39 pm
|
MultifamilyPro:
|
@lisatrosien Calls? They don't even answer emails! #aptchat always something else in front of them that needs 2 get done |
|
9:39 pm
|
Joe_Ellipse:
|
@Eric_Urbane I think the video aspect might be unsettling. #aptchat |
|
9:39 pm
|
lisatrosien:
|
@Eric_Urbane Maybe if you removed the video component? hmmm...not sure... #aptchat |
|
9:40 pm
|
RealtyDataTrust:
|
@lisatrosien re: not following up on CC leads. Now that's when I get on board with firing staff. Y is lead follow up still ignored #aptchat |
|
9:40 pm
|
lisatrosien:
|
@MultifamilyPro You got that right! #aptchat |
|
9:40 pm
|
kimcoryfitness:
|
@lisatrosien leasing does not want 2 respond b/c no connection. LIke calling a guy after a date, must have connection 2 call again #aptchat |
|
9:40 pm
|
MultifamilyLaw:
|
He's answering the phone.RT @lisatrosien: And has anyone seen@30Lines in the last few minutes? Where did that boy get to? #aptchat #AptChat |
|
9:40 pm
|
DavidKotowski:
|
@zkestenbaum I think we all agree on that. I'd like to use a call center on a lease-up. Custom 800 #'s in ads that route to them. #AptChat |
|
9:40 pm
|
danfarkas:
|
RT @30lines: RT @RealPage: According to Satisfacts, only 52% of calls will be answered during office hours. #AptChat |
|
9:41 pm
|
Eric_Urbane:
|
@lisatrosien Might have made a difference, but we just couldn't manage it. We elected to answer phones :) #aptchat |
|
9:41 pm
|
lisatrosien:
|
@RealtyDataTrust And I would totally agree with that. There's no excuse. #aptchat |
|
9:41 pm
|
Aptdoctor:
|
@MultifamilyLaw No he's not - I got his call center . . . #aptchat |
|
9:41 pm
|
lisatrosien:
|
@Eric_Urbane I'd have done the same. #aptchat |
|
9:42 pm
|
BobGura:
|
Satisfacts and our properties experience differ alot. #aptchat |
|
9:42 pm
|
theaptnerd:
|
RT @lisatrosien: It's too bad none of us have strong opinions on this topic! #aptchat |
|
9:42 pm
|
rentwiki:
|
Staggered staff hours we began at 6:30 am and stayed open til 8:00 pm-Like Starbucks/RT @MultifamilyPro: #aptchat helps U know when U need. |
|
9:42 pm
|
kimcoryfitness:
|
Hilarious! RT @Aptdoctor: @MultifamilyLaw No he's not - I got his call center . . . #aptchat |
|
9:42 pm
|
lisatrosien:
|
Any other hot topics out there? Human directionals? Resident activities? Concessions? #aptchat |
|
9:43 pm
|
beckyamross:
|
RT @lisatrosien: Any other hot topics out there? Human directionals? Resident activities? Concessions? #aptchat #AptChat |
|
9:43 pm
|
Aptdoctor:
|
@LisaTrosien Human directionals with balloons directing free resident activities? #aptchat |
|
9:43 pm
|
30lines:
|
@MultifamilyLaw You got it. Looks like I missed a great conversation. #AptChat |
|
9:43 pm
|
artchickhb:
|
@lisatrosien twilight? ;) #aptchat |
|
9:43 pm
|
30lines:
|
RT @lisatrosien: Any other hot topics out there? Human directionals? Resident activities? Concessions? #AptChat |
|
9:43 pm
|
sarasgraham:
|
@lisatrosien Concessions! Are people offering them or not? #aptchat |
|
9:43 pm
|
DavidKotowski:
|
Human directionals. Love when they wear costumes. Hate guys just standing on a corner wearing a sandwich board or spinning a sign. #AptChat |
|
9:43 pm
|
TamelaCoval:
|
Horrible user experience//RT @beckyamross: @lisatrosien...the place I live has an ext. call ctr for maintenance and I hate it!! #AptChat |
|
9:44 pm
|
beckyamross:
|
@artchickhb I like the sound of that :P #AptChat |
|
9:44 pm
|
theaptnerd:
|
RT @MultifamilyLaw: He's answering the phone.RT @lisatrosien: And has anyone seen@30Lines in the last few minutes? Where did that boy get to? #aptchat #AptChat |
|
9:44 pm
|
lisatrosien:
|
Said they felt 'hot babes' would lease more effectively than any other type of LP. #aptchat |
|
9:44 pm
|
artchickhb:
|
@BobGura wanted to talk about resident referrals earlier #aptchat |
|
9:44 pm
|
DavidKotowski:
|
@lisatrosien I worked for a company that had a policy of only hiring attractive people. I'm not kidding. Staffing meetings were odd #AptChat |
|
9:44 pm
|
30lines:
|
@lisatrosien Some of us don't have call centers. #AptChat |
|
9:44 pm
|
theaptnerd:
|
RT @Aptdoctor: @MultifamilyLaw No he's not - I got his call center . . . #aptchat |
|
9:44 pm
|
artchickhb:
|
@lisatrosien it's bikini leasing season! #aptchat |
|
9:44 pm
|
lisatrosien:
|
@DavidKotowski Oh, now I must disagree. I *love* me a good sign spinner in a nice clean uniform. #aptchat |
|
9:45 pm
|
DavidKotowski:
|
I agree. :) RT @lisatrosien Said they felt hot babes would lease more effectively than any other type of LP. #AptChat |
|
9:45 pm
|
umfjoey:
|
lol RT @lisarosien I had a cmpny call me who wanted to know if it was lgal 2 only hire babes for leasing and disqualify all others. #aptchat |
|
9:45 pm
|
Joe_Ellipse:
|
@lisatrosien ack. red flag. sex sells: sex doesn't lease. #aptchat |
|
9:45 pm
|
spooons:
|
@LisaTrosien what about HOT DUDES? #aptchat |
|
9:45 pm
|
beckyamross:
|
RT @Joe_Ellipse: @lisatrosien ack. red flag. sex sells: sex doesn't lease. #aptchat #AptChat |
|
9:45 pm
|
DavidKotowski:
|
@lisatrosien I used a sign spinner in Houston for 2 weekends. Nothing. I put someone out front in a hat and balloons. BINGO! #AptChat |
|
9:46 pm
|
BobGura:
|
Great personalities lease. Make the visit memorable! #aptchat |
|
9:46 pm
|
DavidKotowski:
|
@Joe_Ellipse What's the difference between leasing something and selling something? I think we all sell. #AptChat |
|
9:46 pm
|
JenKennedy_PCMG:
|
RT @BobGura: Great personalities lease. Make the visit memorable! #AptChat |
|
9:46 pm
|
kimcoryfitness:
|
I don't know about that! You have not seem my team-LOL RT @Joe_Ellipse: @lisatrosien ack. red flag. sex sells: sex doesn't lease. #aptchat |
|
9:46 pm
|
lisatrosien:
|
RT @BobGura: Great personalities lease. Make the visit memorable! #aptchat |
|
9:47 pm
|
artchickhb:
|
I always thought a good tactic in a metro area was to have someone doing balloon animals outside. #aptchat |
|
9:47 pm
|
EricBuildium:
|
RT @BobGura: Great personalities lease. Make the visit memorable! #aptchat |
|
9:47 pm
|
Joe_Ellipse:
|
rather: sex can lease with disasterous results. the renter that will be swayed by hot babes might not be a model resident. #aptchat |
|
9:47 pm
|
BakeXtraCookies:
|
We're seeing our user's online statistics DOUBLE. Might be indicating a slightly early leasing season... #aptchat |
|
9:47 pm
|
MultifamilyPro:
|
@theaptnerd part of the answer is scheduling & task focus, my teams answered phones late @ nite We wr rewarded #aptchat |
|
9:47 pm
|
Eric_Urbane:
|
I would invest in SEO before sign spinners, I don't get that angle, #aptchat |
|
9:47 pm
|
firebelly:
|
Candid question: How many people have actually done the work of the people they manage? @lisatrosien Just curious ;) #aptchat |
|
9:47 pm
|
beckyamross:
|
@sdunnigan Hi Sue! Don't forget to add the hashtag #aptchat in your tweets so they show up in the timeline :) #AptChat |
|
9:47 pm
|
DavidKotowski:
|
@lisatrosien How'd you know? Did you see that on the news too? :) #AptChat |
|
9:47 pm
|
beckyamross:
|
#AptChat |
|
9:47 pm
|
kimcoryfitness:
|
RT @firebelly: Candid question: How many people have actually done the work of the people they manage? @lisatrosien Just curious ;) #aptchat |
|
9:48 pm
|
beckyamross:
|
Hey everybody, @sdunnigan is our awesome marketing director who is new to AptChat today! #AptChat |
|
9:48 pm
|
Eric_Urbane:
|
@firebelly That's typically the problem Duncan, #aptchat |
|
9:48 pm
|
Aptdoctor:
|
RT @Jrosseth: Pickins are slim in MN for human directionals. Seems they have a tough time staffing in winter :) LOL! #aptchat |
|
9:48 pm
|
30lines:
|
@Eric_Urbane It's amazing how much human directionals can increase traffic. I don't get it, but they work. #AptChat |
|
9:48 pm
|
kimcoryfitness:
|
@firebelly Righ here my friend #AptChat. Eat, breathe, sleep & do it everyday!! |
|
9:48 pm
|
DavidKotowski:
|
@firebelly I have. I started leasing, then business admin, then asst manager, then manager. Then corporate trainer. It def helps. #AptChat |
|
9:48 pm
|
lisatrosien:
|
RT @firebelly: Candid question: How many people have actually done the work of the people they manage? @lisatrosien Just curious ;) #aptchat |
|
9:48 pm
|
JenKennedy_PCMG:
|
@firebelly Most definately I have :) Somedays, I kind of miss leasing to tell you the truth. #AptChat |
|
9:48 pm
|
MultifamilyPro:
|
@firebelly count me in! #aptchat I have done it! |
|
9:48 pm
|
artchickhb:
|
@Eric_Urbane @firebelly the other problem is that it's been SO long since they've done the work, they forget the problems #aptchat |
|
9:49 pm
|
Joe_Ellipse:
|
@kimcoryfitness @DavidKotowski dpm #aptchat |
|
9:49 pm
|
BobGura:
|
I am still doing it. #aptchat |
|
9:49 pm
|
MultifamilyPro:
|
RT @firebelly: Candid question: How many people have actually done the work of the people they manage? @lisatrosien Just curious ;) #aptchat |
|
9:49 pm
|
lisatrosien:
|
@DavidKotowski You definitely 'walk the talk' my friend. I've seen you in action. You know how it goes. #aptchat |
|
9:49 pm
|
Aptdoctor:
|
Social director, leasing, manager - onsite for 5 years #aptchat |
|
9:49 pm
|
Joe_Ellipse:
|
yes. dpm. that's all I have to say on the matter. ahem. #aptchat |
|
9:49 pm
|
Jrosseth:
|
I think I know @sdunnigan...... do I?? Is that you my long lost MN friend? #aptchat |
|
9:49 pm
|
DavidKotowski:
|
@JenKennedy_PCMG Ha. Somedays I think back to when I was younger and wanted this type of job SOO badly. What was I thinking?!? :) #AptChat |
|
9:49 pm
|
RealtyDataTrust:
|
Or anything for that matter. RT @Eric_Urbane: I would invest in SEO before sign spinners, I don't get that angle, #aptchat |
|
9:50 pm
|
MultifamilyPro:
|
@artchickhb I can never forget that! #aptchat if you have done it long enough I don't think you can forget |
|
9:50 pm
|
lisatrosien:
|
@Jrosseth Uh oh...it's Minnesota reunion week on Apt Chat! #aptchat |
|
9:50 pm
|
SDunnigan:
|
We have recently resorted to Human directionals for added visibility, what do you think of this? Can be really corny,but effective? #aptchat |
|
9:50 pm
|
30lines:
|
@artchickhb Or there are new problems to be faced. #AptChat |
|
9:50 pm
|
MultifamilyLaw:
|
Time for Undercover Multifamily Boss? RT @firebelly: Candid question: How many people have actually done the work...? #aptchat #AptChat |
|
9:50 pm
|
Joe_Ellipse:
|
@kimcoryfitness @DavidKotowski you *can* lease with sex appeal, it just may produce unintended side effects. #aptchat |
|
9:50 pm
|
JenKennedy_PCMG:
|
@DavidKotowski Exactly! :) #AptChat |
|
9:51 pm
|
lisatrosien:
|
RT @theaptnerd: in case anyone cares, USA 6 Finland 0 in the 3rd period. Gold medal game here we come! #olympics #hockey #aptchat |
|
9:51 pm
|
TamelaCoval:
|
Sounds like Hooters & their Undercover Boss RT @lisatrosien: They felt 'hot babes' would lease more effectively #aptchat |
|
9:51 pm
|
lisatrosien:
|
@theaptnerd But what are the latest curling scores??? #aptchat |
|
9:51 pm
|
SDunnigan:
|
Ordinances make it out of the question for us to use banners, bandit signs or balloons unless we want to face huge fines #aptchat |
|
9:51 pm
|
lisatrosien:
|
@Joe_Ellipse If your leasing tour lasts longer than four hours, consult a physician. #aptchat |
|
9:51 pm
|
crovean:
|
#aptchat done all but president of the co. ^_^ |
|
9:51 pm
|
TamelaCoval:
|
Resident Car Washes like in movie House Bunny...RT @artchickhb: @lisatrosien it's bikini leasing season! #aptchat |
|
9:51 pm
|
lisatrosien:
|
@SDunnigan Welcome to AptChat! We hope to see you next week, too! #aptchat |
|
9:51 pm
|
artchickhb:
|
@30lines I think that's one of the reasons the MF industry is so slow to embrace change... new problems are harder to manage #aptchat |
|
9:52 pm
|
MultifamilyPro:
|
@Aptdoctor YOU made me GREAT along with anyone that worked 4 you! #aptchat lovefest |
|
9:52 pm
|
BobGura:
|
Has anyone been successful with tv ads to build traffic?
#aptchat |
|
9:52 pm
|
Joe_Ellipse:
|
RT @lisatrosien: @Joe_Ellipse If your leasing tour lasts longer than four hours, consult a physician. #aptchat |
|
9:52 pm
|
umfjoey:
|
@theaptnerd USA USA USA! #aptchat |
|
9:52 pm
|
DavidKotowski:
|
@Joe_Ellipse Ha. Very true. I've seen a few guys that eventually realize they couldn't afford the apt that the pretty girl showed. #AptChat |
|
9:52 pm
|
RealtyDataTrust:
|
RT @theaptnerd: in case anyone cares, USA 6 Finland 0 in the 3rd period. Gold medal game here we come! #olympics #hockey #aptchat |
|
9:52 pm
|
TheEllipseCow:
|
RT @lisatrosien: @Joe_Ellipse If your leasing tour lasts longer than four hours, consult a physician. #aptchat |
|
9:52 pm
|
TamelaCoval:
|
Cougars -is that a targeted segment like Gen YRT @spooons: @LisaTrosien what about HOT DUDES? #aptchat |
|
9:53 pm
|
DavidKotowski:
|
@SDunnigan I think human directionals. What about flags? American flags are generally exempt for ordinances. Flag poles are pricey. #AptChat |
|
9:53 pm
|
MultifamilyPro:
|
@artchickhb that is only because they got promoted & that is how their MGR treated them, no one taught them to remove their ego #aptchat |
|
9:53 pm
|
30lines:
|
@artchickhb I don't really see that as an excuse, or as an issue exclusive to this industry. #AptChat |
|
9:53 pm
|
DavidKotowski:
|
In other news, we had another wild animal on the highway during rush hour here in Atlanta. Last weekend it was zebra. Today bison. #AptChat |
|
9:54 pm
|
kimcoryfitness:
|
@artchickhb Not me girlfriend! Bring it I say. I love a challenge, just not when dieting:) I LOVE when I have a *new* challenge #aptchat |
|
9:54 pm
|
SDunnigan:
|
Thanks @Lisa Trosien...I will be here, sorry it took me so long! #aptchat |
|
9:54 pm
|
MagnoliaParkHwd:
|
RT @firebelly: Candid question: How many people have actually done the work of the people they manage? @lisatrosien Just curious ;) #aptchat |
|
9:54 pm
|
artchickhb:
|
@MultifamilyPro Now that I WILL agree with. Ego-ectemy for all! #aptchat |
|
9:54 pm
|
lisatrosien:
|
@SDunnigan Just so glad to have you!!!
#aptchat |
|
9:54 pm
|
crovean:
|
@BobGura not TV ads but we just started our YouTube video apartment tours #aptchat |
|
9:54 pm
|
Aptdoctor:
|
@DavidKotowski - Pictures at 11? #aptchat |
|
9:54 pm
|
artchickhb:
|
@kimcoryfitness Kimmy, you're in this chat, so that statement didn't apply to you ;) #aptchat |
|
9:54 pm
|
TamelaCoval:
|
THE Question & THE answer/RT @firebelly: Candid question: How many have actually done the work of the people they manage? #aptchat |
|
9:55 pm
|
SDunnigan:
|
Yes @Jrosseth...it's me! Nice to be part of the chat with you:) #aptchat |
|
9:55 pm
|
DavidKotowski:
|
@Aptdoctor Actually, I heard they had to shoot it. I hope that doesn't shown on the news. #AptChat |
|
9:55 pm
|
Eric_Urbane:
|
@TamelaCoval You are funny with the Cougar comment , #aptchat |
|
9:55 pm
|
MultifamilyPro:
|
@DavidKotowski it's about being unique, taking the simple things and making them special...like flowers,snowmen #aptchat |
|
9:55 pm
|
lisatrosien:
|
Five minute warning! Anything you want to get off your chest? #aptchat |
|
9:55 pm
|
MultifamilyPro:
|
RT @TamelaCoval: THE Question & THE answer/RT @firebelly: Candid question: How many have actually done the work of the people they manage? #aptchat |
|
9:56 pm
|
kimcoryfitness:
|
@artchickhb Silly girl, been here all along #aptchat :) |
|
9:56 pm
|
TamelaCoval:
|
I still answer the phones at a property if it rings when I'm there. Old habits die hard. Started onsite in 1981.#aptchat |
|
9:56 pm
|
spooons:
|
Village Green has some awesome news on Monday, March 1! ;) #AptChat |
|
9:56 pm
|
theaptnerd:
|
@LisaTrosien Women's Curling - China beat Switzerland today for the Bronze. Gold medal match Can/Swe later today. #aptchat |
|
9:56 pm
|
lisatrosien:
|
@spooons Tease.
#aptchat |
|
9:57 pm
|
DavidKotowski:
|
@MultifamilyPro Very true. A costume would get my attention more than someone holding a sign. #AptChat |
|
9:57 pm
|
kimcoryfitness:
|
I just want Summer already-OH weather=crap for biz! RT @lisatrosien: Five minute warning! Anything you want to get off your chest? #aptchat |
|
9:57 pm
|
MultifamilyPro:
|
@lisatrosien That was an appropriate ending to the week "Anything you want to get off your chest?" #aptchat smiles |
|
9:57 pm
|
TheEllipseCow:
|
@kimcoryfitness so are you gonna tell us your #mfbsconf costume? :) #aptchat |
|
9:57 pm
|
annpadgett:
|
Sorry, had to answer the phone! #aptchat |
|
9:57 pm
|
rentwiki:
|
Yep.!!//RT @MultifamilyLaw: Time for Undercover Multifamily Boss? RT @firebelly: How many people have actually done the work...? #aptchat |
|
9:57 pm
|
TamelaCoval:
|
Yep.!!//RT @MultifamilyLaw: Time for Undercover Multifamily Boss? RT @firebelly: How many people have actually done the work...? #aptchat |
|
9:57 pm
|
DavidKotowski:
|
@Aptdoctor Actually, I think Ted Turner has already claimed it. Either burial on his ranch or served at Ted's Montana Grill later. #AptChat |
|
9:58 pm
|
DavidKotowski:
|
DON'T APOLOGIZE! Way to take that phone call! :) RT @annpadgett Sorry, had to answer the phone! #AptChat |
|
9:58 pm
|
lisatrosien:
|
Two minutes...get your gripes/suggestions/jokes in now... #aptchat |
|
9:58 pm
|
TamelaCoval:
|
Curling Pants are all the look.//RT @lisatrosien: @theaptnerd But what are the latest curling scores??? #aptchat |
|
9:58 pm
|
annpadgett:
|
Have a great weekend everyone! #aptchat |
|
9:58 pm
|
Aptdoctor:
|
RT @annpadgett: Sorry, had to answer the phone! What? No call center :-) #aptchat |
|
9:58 pm
|
lisatrosien:
|
@annpadgett Okay Ann, I totally believe you but that was funny! #aptchat |
|
9:59 pm
|
kimcoryfitness:
|
She is creative, artistic, talented-wait me? LOLRT @TheEllipseCow: @kimcoryfitness so R U gonna tell us your #mfbsconf costume? :) #aptchat |
|
9:59 pm
|
SDunnigan:
|
@30lines, Thanks for the nice welcome- I enjoyed joining today on this snowy Friday afternoon...TGIF! #aptchat |
|
9:59 pm
|
TheEllipseCow:
|
I got something ... just wanted to say the Student Housing conference was awesome! #aptchat |
|
9:59 pm
|
lisatrosien:
|
So to summarize:human directionals in curling pants can answer your phones. #aptchat |
|
9:59 pm
|
Aptdoctor:
|
Wow - an hour in here is like 3 in the gym! Happy weekend and THANKS all! bye #aptchat |
|
9:59 pm
|
umfjoey:
|
have a great weekend #aptchat, see you next friday :) |
|
9:59 pm
|
lisatrosien:
|
@kimcoryfitness Martha Stewart. #aptchat |
|
9:59 pm
|
JenKennedy_PCMG:
|
RT @lisatrosien: So to summarize:human directionals in curling pants can answer your phones. #AptChat |
|
9:59 pm
|
Joe_Ellipse:
|
I've discovered quite a few "let's hook up in a model!" craigs personals I've found from LPs and Realtors... #aptchat |
|
10:00 pm
|
TheEllipseCow:
|
@umfjoey tell Mark, Elysa says hi! #aptchat |
|
10:00 pm
|
Eric_Urbane:
|
Have a great weekend everyone, #aptchat |
|
10:00 pm
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DavidKotowski:
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Okay, I think this was the shortest hour I've spent in a long time. Great conversation today! #AptChat |
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10:00 pm
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beckyamross:
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Have a great weekend everyone...thanks @lisatrosien and @30lines for another great chat! See you next week! #AptChat |
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10:00 pm
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PCMGtwit:
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RT @Joe_Ellipse: I've discovered quite a few "let's hook up in a model!" craigs personals I've found from LPs and Realtors... #aptchat |
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10:01 pm
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DavidKotowski:
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LOL RT @lisatrosien So to summarize:human directionals in curling pants can answer your phones. #AptChat |
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10:01 pm
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MultifamilyLaw:
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Interesting session, brings closure to the week. Happy weekend everyone! #AptChat |
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10:01 pm
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artchickhb:
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t'was excellent RT @DavidKotowski: Okay, I think this was the shortest hour Ive spent in a long time. Great conversation today! #aptchat |
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10:01 pm
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MultifamilyPro:
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@DavidKotowski #aptchat had passion today! |
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10:01 pm
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kimcoryfitness:
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@lisatrosien ummm not sure how Martha Steward would look on me for #mfbsoconf #aptchat. Thinking more Lady Gaga! |
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10:01 pm
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SDunnigan:
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Brilliant @LisaTrosien! Happy Friday everyone:) see you next week! #aptchat |
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10:02 pm
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MultifamilyPro:
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@PCMGtwit @Joe_Ellipse R U kidding? Come on! #aptchat |
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10:02 pm
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RealtyDataTrust:
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Well #aptchat, have a good weekend. Stay warm. Going to get all chilly this weekend, down to the *gasp* mid-60s. #scottsdale :D |
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10:02 pm
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30lines:
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Thanks for joining us, everyone. Have a great weekend! See you next Friday! #AptChat |
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10:02 pm
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Joe_Ellipse:
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@kimcoryfitness def. She-Ra. #aptchat |
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10:03 pm
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lisatrosien:
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Bye all!
#aptchat |
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10:03 pm
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lisatrosien:
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@RealtyDataTrust Sissy..."60's"...geez... #aptchat |
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10:03 pm
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DavidKotowski:
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@30lines Thanks, Mike! Have a good one! #AptChat |
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10:03 pm
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rentwiki:
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Don't Tease...share...RT @spooons: Village Green has some awesome news on Monday, March 1! ;) #AptChat |
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10:03 pm
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artchickhb:
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@RealtyDataTrust I'll trade you some seattle rain for that ;) #aptchat |
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10:03 pm
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RealPage:
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Have a great weekend. Awesome discussion today. #aptchat |
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10:03 pm
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MultifamilyPro:
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WOW I am in a time warp an hour flew! Gr8 #aptchat |
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10:03 pm
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PCMGtwit:
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@MultifamilyPro Joe, what were you doing looking through craigslist personals?! #aptchat |
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10:04 pm
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kimcoryfitness:
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@Joe_Ellipse Haha NICE! I admit I did like She-Ra back in the day #aptchat |
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10:04 pm
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PCMGtwit:
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@Joe_Ellipse Joe, what were you doing looking through craigslist personals?! #aptchat #aptchat |
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10:04 pm
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Joe_Ellipse:
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@MultifamilyPro denial's not just a river in Africa, Tami. #aptchat |
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10:04 pm
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lisatrosien:
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ha ha ha!!!RT @PCMGtwit: @MultifamilyPro Joe, what were you doing looking through craigslist personals?! #aptchat |
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10:04 pm
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TamelaCoval:
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You & me, Sugar Lips! RT @lisatrosien: @TamelaCoval When you were five, assisting your Mom, right? #aptchat |
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10:05 pm
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Joe_Ellipse:
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@PCMGtwit on a long enough time line, the survival rate of good taste on the internet drops to zero. #aptchat |
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10:05 pm
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kimcoryfitness:
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Have a good weekend everyone! I will not be on next Fri. #AptChat! I will be competing in the #ASF here in C-Bus, but will miss you all! |
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10:06 pm
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TamelaCoval:
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& Hot Babes & Dudes with tool belts on maintenance calls?RT@lisatrosien:Summarize:human directionals in curling pants answer phones.#aptchat |
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10:06 pm
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PCMGtwit:
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@Joe_Ellipse LOL! Touche. #aptchat |
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10:06 pm
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MultifamilyPro:
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RT @PCMGtwit: @MultifamilyPro Joe, what were you doing looking through craigslist personals?! #aptchat |
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10:07 pm
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RealtyDataTrust:
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@artchickhb Originally from the (206). I already traded. Love Seattle for vacations, especially when it's 110 in July here. #aptchat |
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10:07 pm
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TamelaCoval:
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Yeah, but I still don't know if the bison was shot or was it a human directional?RT @MultifamilyPro@DavidKotowski #aptchat hadPassion today! |
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10:07 pm
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rentwiki:
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Glad U could make it Mikey. RT @30lines: Thanks for joining us, everyone. Have a great weekend! See you next Friday! #AptChat |
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10:09 pm
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TheEllipseCow:
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about to start brainstorming meeting on what our next tradeshow booth should look like. any input is welcome! #aptchat |
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10:12 pm
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TamelaCoval:
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I'm just thankful the EllipseCow is safe.RT @ajc: All lanes of I-20 east -- where the buffalo roam -- reopened.#AptChat |
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10:13 pm
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rentwiki:
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RT @TamelaCoval: I'm just thankful @TheEllipseCow is safe.RT @ajc: All lanes of I-20 east -- where the buffalo roam -- reopened.#AptChat |
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10:24 pm
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TamelaCoval:
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@RealtyDataTrust @artchickhb WhidbeyBound in May to be w/Daughter as my pilot soninlaw deploys for 6 months. Think we need a PacNW #AptChat |
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10:34 pm
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TamelaCoval:
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@trainingfactor Dude...you were marked absent on the #AptChat today...too much Canadian women hockey celebrating going on at your crib, 'Eh? |
