The Demand Solutions Blog

What Would You Do? Tips to Reduce Staff Turnover

Posted by Donald Davidoff on Nov 27, 2018 10:40:00 AM

In our new series, we’ll be tackling common and frequently asked questions from operators and operator executives in the multi-family housing industry.  

Ask a multifamily operations-focused executive what their biggest concerns are, and it likely won’t take long for the topic of staffing—and by extension, turnover—to  come up. High turnover rates have a number of negative implications for operators, including hiring costs, lost productivity, lower sales results and more. 

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Topics: Multifamily Trends, leasing associates, multi-family housing

5 Things Leasing Associates Can Do to Be Top Performers

Posted by Donald Davidoff on Aug 1, 2017 10:00:00 AM

Over the last few months I’ve had a number of conversations with multifamily executives about important areas of focus for their operations. It doesn’t take long for the subject of sales to come up in conversation.

As we’ve shared over the last few years on this blog, sales in multifamily represents a unique challenge. Traditional approaches to improving sales are neither appropriate or effective. While it’s an important focus, I’ve seen first hand how operators, managers and leasing associates struggle to uncover and understand what it means to improve sales performance in this industry.

Several years ago we shared the seminal research study on sales performance done by CEB, that became the bestselling book The Challenger Sale. We’ve highlighted the study as the model to apply to leasing when designing and implementing a leasing sales performance improvement program.

In the challenger model, CEB highlights three things that top performers do continuously, that average and bottom performers either only do occasionally or don’t do at all. The study showed that top performers teach, tailor their presentation and take control of the process. When I explain this to executives, a common question I get is how this applies to leasing associates.

Top leasing associates, or “challenger” associates, regularly do these five things:

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Topics: Leasing Performance, leasing associates

Customer Service vs. Customer Experience: Why Multifamily Operators Should Care

Posted by Donald Davidoff on Aug 3, 2016 12:00:00 PM

A popular buzzword in the multifamily industry today is customer experience. It’s actually something many industries are talking about. Identifying and improving your customer experience is a proven way to increase loyalty, referrals and renewals and is the way to success.

But what does customer experience really mean, and how is it different than customer service – something we’ve focused on for many years? To answer that question, I sat down with my friend and colleague, Joanne Reps-Chapman from Effective Leadership Solutions, LLC, to discuss how the two are different, how they relate, and why it is important for multifamily operators to understand the difference.

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Topics: multifamily sales, leasing associates

Exercises to Reinforce Successful Sales Habits for Leasing Associates

Posted by Donald Davidoff on Apr 28, 2016 12:00:00 PM

When we’re implementing our InSite Sales Performance Program, the training portion is (obviously) a crucial piece of the process. When conducting the training, we often draw analogies to sports and athletic endeavors.  

The reason for this is that successful sales performance has a lot in common with athletic endeavors. Both require an understanding of the game being played, the process for success and the skills to make it happen. Another important similarity is the need to practice. Constant, ongoing reinforcement of skills and process is crucial to successful outcomes, in both pursuits.

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Topics: multifamily sales, leasing associates