39% of Millennials interact more with their phones than people in person.Technological advances have made verbal communication redundant in many parts of life - ordering a pizza, booking a hotel, hailing a taxi, and even gym personal training can all be done via an app.  The result is a large portion of the workforce feeling uncomfortable physically speaking to others which causes challenges in a myriad of ways, from striking up a conversation to navigating workplace conflict.  Lori will  help…See More

Grab your entire team!  It’s time for you to seriously impact your cost per lease and reduce turnover by effectively building a resident and future resident follow-up plan. Set your teams up for marketing and customer service success with Toni Blake’s 100% Follow-up Everyone Every Time! Today’s consumer has a nine second attention span, however, the average apartment leasing response time is 28 hours. Plus, over 50% of apartment leads are not even followed up on!And follow-up isn’t just for…See More

While the goal of an organization should be to focus on putting on a perfect show, delighting people, and creating an experience that's wonderful; how do you and your organization respond/react when something doesn't go right?  Because truly that's when everyone is paying attention! This failure of expectations, or service resilience as we call it, is too often overlooked.  Most organizations don't even have a name for it, don't measure it, and don't plan for it. During this webinar, teams…See More

Marijuana, emotional support animals, parking for the disabled, hoarding, residents complaining against residents…  what would you do???Many times when I work with the property team members, I realize that there are tough situations that are hard to resolve and be in compliance.  They are terribly confused and have tough questions. Most are justifiably perplexing, even to Fair Housing experts!  We will review many of the hard questions and discuss the challenges, examining different opinions on…See More

30 years of going through up markets, down markets, and everything in between teaches one many lessons.  Join me for a rapid fire review of the 10 best tips, tricks, and hacks that I've learned from leading pricing, marketing, and sales teams. You'll take away ideas you can immediately put to use whether you're a leasing associate all the way up to a COO (and everything in between). Examples include:-- The most effective email you'll ever send a prospect-- The most successful way to limit the…See More

Short staffed? Join the club. In today's tight job market, finding quality team members for your leasing office or maintenance team is nearly an impossible task. Once you finally land that new-hire, don't blow it by botching their first day! Consider these less-than-ideal first impressions many team members face on the first day:-- No one is expecting the new associate. Surprise!-- The whole day is spent on filling out forms from HR.-- The boss is too busy to meet, so dispatches someone who…See More

A waterline break has occurred on the 3rd floor; water is coming out profusely onto the lower levels and getting into electrical sub-panels, while at the same time another unit has complained of their carbon monoxide detector going off along with a strong smell of gas. Which of these two emergencies is a higher priority that poses a greater risk to life and property? If you answered, "strong smell of gas", you are correct!These are both maintenance emergencies we hope to never have to go…See More

Successful people think differently than non-successful people. Successful people act differently than non-successful people. Successful people do things that few people will do, which results in their living lives that few people will. The bad news is success isn't easy. The good news is it is worth it, and you can achieve meaningful success in your life if you're willing to do what it takes to succeed. In this Webinar you'll discover the ten powerful principles of highly successful people and…See More

Have you taken an Uber instead of a cab? Or stayed in an Airbnb instead of a hotel? One of the reasons disruptive companies such as Uber and Airbnb are succeeding in reinventing their industries is because they have stopped thinking conventionally. They've looked at customer experiences from the customer's point of view and have created fans because of it. When is the last time you tried to reinvent the customer experience in your organization?This class takes a hard look at the experience of…See More

HOLD ON TIGHT!  We are bringing together a compilation of the TOP 30 ideas that will spark a frenzy of excitement and energy into your marketing playbook!In this webinar, we will cover ideas across the marketing landscape: Marketing Innovation; Social Media Game-Changers; Hilarious Promo; Magical Memories; Insanely Clever Team Concepts; and Legendary Amenity Spaces.This webinar will move fast, spending about 90 seconds on each idea.  But don't fear, everyone will receive the deck later to share…See More

Our greatest amenity is our humanity, but being a great human being is not about a single act of kindness. Great human beings have daily habits that inspire relationships and make the world around them a better place. When we take those habits into our work life, we find reduced conflicts, and improvements in resident retention, relations, renewals, and online reputation. Toni will show how developing our humanity helps us to balance authority with compassion, demonstrate integrity, and act…See More

Today's multi-generational workforce requires leaders to be clear, concise and walking the talk when it comes to productivity, teamwork, and putting the resident first. This webinar will provide you tools, tips, and processes to create a synergistic team, lay out clear expectations and goals and proactive problem solving. Key take-aways will be:~~> Learning a process for coaching and feedback~~> Setting clear expectations for your team or organization~~> Leading multi-generations …See More

Hack into sales psychology and sell better! The sales process is not about you, it is about learning all that you can about your perspective client. It means getting and feeling connected to the product you are selling and believing in how it can help a person in their life. Sometimes it even means referring prospects to another product/community because it is truly the right decision for them, and you want to be seen as a trusted and informed sales person, with the big picture in mind. …See More

All too often, disgruntled customer sentiment gets magnified online, so it is crucial to properly manage your online reputation!  In 30 Days To A Better Online Rep, I will lay out a plan with steps to improve your online reputation across multiple review platforms. I will include practical advice for site staff and regional marketers alike including examples and actionable tips, tools to use, contests that work, and why a perfect 5-star rating is not the end goal. I'll cover how to improve a…See More

John Maxwell said it best, "Everything rises and falls with leadership!" If you look at a high-performance team you'll probably find a high-performance leader; if you see a low-performing team, the odds are that there is a low-performing leader. Want more proof that leadership is crucial? Gallup says that 70% of employees are disengaged at work; and that more than 70% of people who leave their jobs do so because of their boss NOT because of the job itself! OUCH!!Need more proof? Did you know…See More

From policies to procedures to practice, why does everything have to be so hard? Attend this session to improve customer and coworker interaction, reduce frustration, and enjoy a laugh or two. Packed with tips and tools, you'll leave with strategies to make life smoother for your team, your client, your customer, and ultimately yourself, while achieving the business' goals. Create a Culture of Customer Service that's Easy-Breezy and Achieves Your Goals!  …See More