APTly Spoken Blog | National Apartment Association

APTly Spoken Blog

  • Customer Experience: Is Your Apartment Community Two-Faced?

    A friend of mine recently shared this story with me. “It all started when my children ordered the IHOP “Happy Face” pancake dinner. When our order arrived at the table my 2 year old son became very upset and proceeded to say, “Mommy, not it!” over and over again. I attempted to explain to him that what he received was what he had ordered, but clearly it was not working. After several attempts...
  • CUSTOMER EXPERIENCE: Scrap The Sales Script!

    Before the “Value Meal” I can remember this irritating question, “Would you like fries with that?” echoing through the outside speaker as I would drive through my neighborhood McDonalds. I am confident the person who asked didn’t really care if I ordered fries or not—it was not sincere—it was scripted.   Two recent studies released by the University of Utah’s David Eccles School of Business...
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