Joanne Chapman-Reps

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2019 Resolutions: Three Ways to Create Effective Organizational Change

by Joanne Chapman-Reps | Dec 27, 2018 12:00:00 AM

New Year’s resolutions typically revolve around some type of change. It might be a change to our routine and well-being (such as fitness, yoga or meditation) or a change within ourselves (Weight loss seems to be a popular one post-holiday indulgence!)   However, although people make resolutions somewhere around the beginning of January, many of us have forgotten or abandoned them within about a month.    The New Year is often prime time for change within companies. However, just like the New Year’s resolutions people attempt, those changes get lost or forgotten if they are not planned and executed well. 

The 4 Levels of Customer (Resident) Experience

by Joanne Chapman-Reps | Oct 20, 2017 12:00:00 AM

Open up any business publication and it’s a pretty good bet you’ll see something that talks about customer service or the customer experience. In the...

9 Tips for Implementing Successful Change Management

by Joanne Chapman-Reps | Jul 14, 2017 12:00:00 AM

Companies spend a lot of time, effort and energy introducing new initiatives into the organization (often referred to as a rollout), some with more...

6 Tips for Handling Renewals: How to Create Value for Your Resident

by Joanne Chapman-Reps | Apr 6, 2017 12:00:00 AM

When we think about renewals, it’s probably tempting for most of us in the multifamily apartment industry to immediately think about the renewal...

Why More Training Isn't Enough to Solve Your Multifamily Sales Problems

by Joanne Chapman-Reps | Nov 17, 2016 12:00:00 AM

Everyone wants positive sales numbers, right? After all, when leasing/sales numbers are strong, it means the overall financial health of the...

5 Ways to Use Customer Feedback in Multifamily Housing

by Joanne Chapman-Reps | Sep 2, 2016 12:00:00 AM

If you’re a regular reader of this blog, you know that we believe strongly in soliciting customer feedback to help improve the customer experience....

Five Ways to Coach Multifamily Leasing Teams

by Joanne Chapman-Reps | Sep 25, 2015 12:00:00 AM

We know our multifamily leasing teams are typically the first point of contact for a prospective resident, and are the face of our community. And,...