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How Low Can You Go?Use SHIFT+ENTER to open the menu (new window).New
Lauren Boston2/9/2012 10:10 AMMarketing & Leasing0 ApprovedLauren Boston
I’ve had some pretty cool jobs and I’ve had some pretty bad jobs. All of them have been memorable. Take, for example, the day I sunk to a new low while selling sandwiches in Ireland.

Hire Me: Getting Hired for that NEXT LEVEL Position!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman2/6/2012 12:44 PMOperations; Personal Development & Training0 ApprovedTara Furiani, Director of Marketing and Training - The Sterling Group
As a leader and champion for both multifamily and my company, I’m asked daily how people can get to the next level in their career. They’ve advanced their education and qualifications, yet their career with their current company is at a standstill. Professionals want to grow, but they’re often unsure about how to find a new position.
Super Bowl, Super SadUse SHIFT+ENTER to open the menu (new window).
Lauren Boston2/2/2012 12:25 PMMarketing & Leasing0 ApprovedLauren Boston
The wound is still fresh, the pain still very real. I put on a brave face at work but I often find myself in bed at night, staring up at the ceiling and thinking, “What if?”

Such is the life of a Baltimore Ravens football fan.

Celebrate Your Apartment CareerUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman2/2/2012 11:58 AMPersonal Development & Training; Wild Card!0 ApprovedMaureen Lambe, CAE - National Apartment Association Education Institute
February means different things to different people. Some people think of Valentine’s Day. Others think of Presidents’ Day. For NAAEI, February marks Apartment Careers Month, which is when we remind others of the exciting job opportunities offered by our industry.
The Value of Net Promoter ScoresUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman2/1/2012 10:27 AMEconomic Issues; Marketing & Leasing; Operations0 ApprovedDoug Miller, President - SatisFacts Research
I saw a discussion group regarding the Net Promoter Score (NPS).  Like many in the CRM field, I question the value of Fred Reichheld’s highly disputed NPS Harvard Business Review article “The Only Number You Need to Know.”
Puppy LoveUse SHIFT+ENTER to open the menu (new window).
Lauren Boston1/19/2012 9:08 AMWild Card!0 ApprovedLauren Boston
The day your first child is born, everything changes. Colors get brighter, the world gets bigger and your heart explodes with an unconditional love you didn’t even know was possible.

Such was the case on that emotional day last June when I held Señor Peepers—a prairie dog I adopted in Utah—for the first time. I signed the papers, cradled my baby and felt an incredible surge of joy I hadn’t experienced since my first Dairy Queen raspberry truffle blizzard many moons ago.

Really Disturbing Stuff (On Resumés)Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/13/2012 5:39 PMPersonal Development & Training; Wild Card!0 ApprovedLauren Boston
Growing up, I loved two things: eating obscene amounts of Gushers and reading books. In addition to my love for literature (and processed food), I had an English teacher for a father who corrected me every time I said “me” instead of “I” and an uncle who used words that haven’t been around since the 17th century.

Get A Grip, PeopleUse SHIFT+ENTER to open the menu (new window).
Lauren Boston1/5/2012 3:50 PMGreen Initiatives0 ApprovedLauren Boston
I sobbed hysterically when my parents dropped me off at college freshman year, so much so that my contact lenses were covered with bits of errant tissue fibers. This sentiment apparently was not felt universally on campus, as literal hoots and hollers could be heard from nearly every other one of my classmates who finally felt free.

Who I am, Who I’m Not and Who I Want to Be! Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/3/2012 4:30 PMPersonal Development & Training0 ApprovedTara Furiani, Director of Marketing and Training - The Sterling Group
I was listening to The Fray this morning and one of my favorite songs of theirs (though I really do like them all) is You Found Me. It got me thinking about "who I am, who I'm not and who I want to be" and how easy it is to not really know; especially in a business that wants you to be many things. It’s easy to lose yourself. Sounds ominous, right? It really isn’t—it’s about self discovery and your true professional passion.
Calling All MannersUse SHIFT+ENTER to open the menu (new window).
Lauren Boston12/28/2011 12:21 PMMarketing & Leasing0 ApprovedLauren Boston
My family doesn’t have the best phone etiquette.

As a child, I was so petrified of calling people that I would write out exactly what I wanted to say ahead of time and recite my lines repeatedly before dialing. Once I was finally confident enough to ad lib, my mother saw fit to secretly listen in on my conversations. One night, when there was apparently nothing good on TV, I could hear her and my brother, Chris, laughing on the other end of the phone.

New Year, New ProblemsUse SHIFT+ENTER to open the menu (new window).
Lauren Boston12/22/2011 8:13 AMWild Card!0 ApprovedLauren Boston
It’s that time of year again.

Time to gather the family around the proverbial Yule log before mocking that 14-page holiday letter you get every year from those family “friends” you can’t stand. Time to watch your mother have a meltdown when she realizes the mashed potatoes she made for the Christmas party are the consistency of paste. Time to repeatedly tell your family members that you would rather they not blow noisemakers in your ear for a full five minutes before the ball drops on New Years Eve.

Coffee is For Closers Only! Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman12/20/2011 4:39 PMMarketing & Leasing; Wild Card!0 ApprovedTara Furiani, Director of Marketing and Training - The Sterling Group
Do you remember the movie, “Glengarry Glen Ross?” If not, I suggest you get it and watch it immediately Alec Baldwin’s character, Blake, makes a statement that has resonated with me to this day.
Bingo With My BiddiesUse SHIFT+ENTER to open the menu (new window).
Lauren Boston12/16/2011 3:09 PMMarketing & Leasing0 ApprovedLauren Boston
The summer before my junior year of college, my family went on a cruise to the Virgin Islands. Each day on the boat, while the other passengers my age were flirting by the pool or trying to sneak into the casino, I was playing Bingo with the senior crowd.

I, Too, Used to Smell Like a Tub of Garlic BreadUse SHIFT+ENTER to open the menu (new window).
Lauren Boston12/9/2011 11:56 AMPersonal Development & Training0 ApprovedLauren Boston
One night when I was waitressing I asked an older male customer if he wanted dessert. He winked and said, “yes, how about your number?” I informed him we were all out of that.

Go Green from the Bottom UpUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman12/7/2011 2:25 PMGreen Initiatives; Operations0 ApprovedEvan Matzen, Sustainability Manager at HD Supply - Facilities Maintenance
Many companies would like to be more environmentally responsible, but lack the motivation, time, or expertise to implement changes on their own. Whether you work in a large organization with thousands of employees or in a two-person office, you can persuade your managers to “buy in” to a green program with the right positioning.
Going Down The Road Feeling, Uh, ScaredUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman12/5/2011 1:55 PMRisk Management; Operations0 ApprovedBenjamin Hestir, P.E. - Environmental Group Manager
If someone had told me twenty years ago while I was hunkered down in graduate school that in the future I would have to dodge drivers on the highway who were massively distracted due to the use of a computer that fit in the palm of their hand that they were using WHILE DRIVING DOWN THE ROAD, I would have told them they were crazy!
But, here we are in 2011 and that is exactly what is happening every day.

Ho, Ho…Hold Up!Use SHIFT+ENTER to open the menu (new window).
Lauren Boston12/1/2011 8:35 AMLegal Issues/Lawsuits0 ApprovedLauren Boston
I believed in Santa Claus until I was 12. When my mom told me the truth I began crying and considered self-medicating with a mix of pills and candy canes before remembering that the Easter Bunny, thank God, was alive and well.

MISSING: Residents! REWARD: $$, Higher Occupancy, Better Word of Mouth! Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman11/28/2011 4:23 PMMarketing & Leasing; Operations0 ApprovedTara Furiani, Director of Marketing and Training - The Sterling Group
Are your residents vanishing from your community at a rate that makes you consider putting up missing posters? If so, did you know that their disappearance was probably preventable? Before you contact the milk carton company, let me explain.
Cautious Optimism With a Side of Corn PuddingUse SHIFT+ENTER to open the menu (new window).
Lauren Boston11/17/2011 4:50 PMEconomic Issues0 ApprovedLauren Boston
Thanksgiving is a time to reflect on the things in our life for which we are truly grateful. For me, that’s family, friends and pants with an elastic waistband. And the sweet potato.

But the list doesn’t end there.

Slow or No Reaction Time… Costs Your Business!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman11/15/2011 1:46 PMOperations0 ApprovedTara Furiani, Director of Marketing & Training - The Sterling Group
For those of you who’ve met me or taken one of my classes, you know that I talk the talk and I walk the walk. I say things like they are--professionally and with care, of course. I’m not talking about some of the language used during the leasing process—a little fluff is just fine then. But in normal dealings onsite and at the corporate office, I don’t see the point in wasting time or sugar coating things, because TIME is MONEY!

Productivity By the PintUse SHIFT+ENTER to open the menu (new window).
Lauren Boston11/10/2011 8:02 AMOperations0 ApprovedLauren Boston
I once interned at a publishing company in Bath, England—and by interned, I mean sat at a desk in a basement that felt only slightly warmer than a meat locker and politely declined approximately 39 cups of the Brits’ beloved tea each day. There, I learned an important lesson about creativity.

Dealing with Difficult PeopleUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman11/7/2011 2:33 PMOperations; Personal Development & Training0 ApprovedJeffrey Walker, Business Manager - OnelinkUSA
How many times have you worked with or for an individual who was so dramatic and emotional that you found it hard to get your work done?
Love You, DadUse SHIFT+ENTER to open the menu (new window).
Lauren Boston11/3/2011 6:29 PMOperations0 ApprovedLauren Boston
There are certain childhood memories that you take and exaggerate with each re-telling, until one day you genuinely believe that blown-up version you have created is the way it really was. Some—namely, my mother—would argue that is the case with each of my blogs. I assure you it is not.

Multifamily Mommy: Apartments, Diapers and Work… OH MY! Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman10/31/2011 10:59 AMPersonal Development & Training0 ApprovedTara Furiani, Director of Marketing & Training - The Sterling Group
I’m 30. There, I said it, I got it out there. I’m 30 and my husband and I just had our very first baby, three weeks ago. Up until now, we both favored college and then careers over family. We wanted to be established, be able to provide for a child before we committed to having one.
Scaring the 'Boo' Out of MeUse SHIFT+ENTER to open the menu (new window).
Lauren Boston10/27/2011 1:04 PMWild Card!0 ApprovedLauren Boston
I came downstairs last Friday to find three diapers and a note waiting for me on the living room chair.

I was at my parents’ house in Maryland for the weekend and my brother, 13-year-old cousin and I had decided to make the two-hour trip to Pennhurst Asylum, an old mental institution turned haunted house. My mom knew the Huggies would be necessary for when we inevitably lost control of our bowels.

Forget the Cheese Plate—Book Julia RobertsUse SHIFT+ENTER to open the menu (new window).
Lauren Boston10/20/2011 10:41 AMMarketing & Leasing0 ApprovedLauren Boston
I used to be obsessed with Julia Roberts.

This wasn’t a restraining-order level of obsession and there was no real stalking involved—mainly because I was 13 at the time and could not drive a car—but let’s just say I was intrigued with America’s Sweetheart.

When Baby Wipes Won't Cut ItUse SHIFT+ENTER to open the menu (new window).
Lauren Boston10/6/2011 10:51 AMMaintenance Issues0 ApprovedLauren Boston
I used to have a strange fascination with the car wash. It seems weird, but so does my childhood dream of owning a balloon, bike and gun shop, so it’s easier to not ask questions. I just know I really enjoyed going to that car wash next to the snowball stand.

Bugger Off!Use SHIFT+ENTER to open the menu (new window).
Lauren Boston9/28/2011 7:59 AMOperations0 ApprovedLauren Boston
I’ve officially become the buzzkill of the group.

Whether I’m traveling with friends, going to the movies or getting on the metro, no one is allowed to have any fun until I have performed a proper bed bug inspection.

The Frustrations of a Trainer … and What We Can Do Better!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman9/20/2011 3:10 PMOperations; Personal Development & Training; Wild Card!0 ApprovedTara Furiani, Director of Marketing & Training - The Sterling Group
I hadn’t worked in multifamily housing in a few years. Instead I left and worked with the Dale Carnegie Training Organization, honing my craft and providing training solutions and direction to businesses across the globe. I was, however, eager to get back to my first love… the apartment industry!

Don't You Forget About MeUse SHIFT+ENTER to open the menu (new window).
Lauren Boston9/8/2011 2:14 PMConsumer Expectations0 ApprovedLauren Boston
Yesterday I went into the community clubhouse to renew my lease for yet another year—partly because I like my apartment, but also because I’m far too lazy to clean out my car, let alone pack everything up and move.

 

Hollywood, Here I ComeUse SHIFT+ENTER to open the menu (new window).
Lauren Boston9/1/2011 2:12 PMWild Card!0 ApprovedLauren Boston
The week I spent studying at Oxford was pure heaven.

But it wasn’t because I was re-tracing the steps of John Locke, sitting in the same classroom where T.S. Eliot once penned poetic masterpieces or visiting the pub where Bill Clinton smoked “but didn’t inhale.”

No, I couldn’t be bothered with such nonsense. I was too preoccupied with the likes of Mischa Barton.

When Should Apartment Owners/Managers Use a Consultant?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman8/26/2011 2:14 PM0 ApprovedJeffrey Walker, Business Manager - OnelinkUSA
It has been my experience that managers and owners are unsure how to react when approached with a solution to an issue that they know a little about, but are unsure whether or not they should believe me (a consultant) or just show me the door? If you are like most apartment managers or business owners, the question of using a consultant is not easily answered. Please allow me to try.

Creepers Need Not ApplyUse SHIFT+ENTER to open the menu (new window).
Lauren Boston8/25/2011 11:29 AMMarketing & Leasing0 ApprovedLauren Boston
In San Francisco I was approached by a gentleman with a rat tail who was distraught after releasing his 16 exotic birds due to an impending eviction. He proceeded to flip through a tattered folder full of stained-glass sketches, the prettiest one being that of a lion. When I boarded the bus, he began drinking from a coffee cup he found on one of the seats.

Confessions of a Virtual EmployeeUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman8/24/2011 2:55 PMOperations; Personal Development & Training0 ApprovedTara Furiani, Director of Marketing & Training - The Sterling Group
I’m not new to the virtual workplace but I’m new to working for my currently company, virtually and I have a confession to make. I’m WAY more productive at my home office than at our corporate office. Shocked? In disbelief? Think I’m not exactly being truthful? Well, then do let me explain and I’ll make you a believer!

Attention “Tim The Tool Man” Taylors—Read CarefullyUse SHIFT+ENTER to open the menu (new window).
Lauren Boston8/18/2011 10:50 AMMaintenance Issues0 ApprovedLauren Boston
I’d like to think I have a few talents. Writing, playing the theme song to “Titanic” on my light-up Casio keyboard, investing inordinate amounts of energy in reality TV couples—these are all things I’m good at. But do-it-yourself (DIY) projects don’t make that list.

Computer Illiterate? Seek Help! Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman8/16/2011 2:02 PMOperations; Personal Development & Training; Wild Card!0 ApprovedTara Furiani, Director of Marketing & Training - The Sterling Group
Let’s face it, the Internet is not a fad—the role both the Internet and computers play in our business is vast and ever growing. Let’s take a look at what parts of our business are computer and/or Internet based.

Bank On a Budget, Not a Baby ToothUse SHIFT+ENTER to open the menu (new window).
Lauren Boston8/11/2011 3:04 PMEconomic Issues0 ApprovedLauren Boston
I once pulled out a baby tooth, despite the fact that it wasn’t ready to come out, just to get a dollar. I had run out of birthday money and really wanted the latest Polly Pocket.

A few years later, I found myself $300 in the red after losing many, many games of darts to my younger brother. I should have quit after the third game but I couldn’t stomach the thought of losing and felt double-or-nothing was the best approach. Naturally, this ended with me sobbing and nursing an over-worked right arm.

Play the Communications Game and Win for your Property and Your residents! Here are 5 Ways to Position your Property for Maximum Benefit!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman8/10/2011 6:24 PMConsumer Expectations; Operations0 ApprovedJeffrey Walker, Business Manager - OnelinkUSA
Cable Operators and Phone Company’s want your business, especially if you have 200 units or more. The reason is obvious; they make heaps of money off your property. In looking at some average cable and internet penetration levels for a standard 200 unit complex, the operator will bring in about $10,790.00 a month. This is using a 65% penetration level and an average resident paying $83 a month
What Women (Really) WantUse SHIFT+ENTER to open the menu (new window).
Lauren Boston8/4/2011 3:54 PMMarketing & Leasing0 ApprovedLauren Boston
I hate the color pink.
Aside from a few exceptions—Kimberley, the Pink Power Ranger, a pair of hot pink L.A. Gear high-top shoes I owned as a child and pink Starbursts—I’m just not a fan.
Top Tips for Successful Community Landscape CareUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman8/1/2011 12:03 PMMarketing & Leasing; Operations; Wild Card!0 ApprovedPaul Wolbert, Vice President - US Lawns
Community appearance – “curb appeal” – is crucial to attracting new tenants and keeping existing ones happy, and property managers understand the obvious: Common areas require regular maintenance, including having the turf mowed regularly. But landscape care doesn’t end with the weekly “mow and blow.” There are other aspects of a quality landscape-management strategy that can help ensure your community keeps up appearances while keeping administration efficient.
Why Does My Apartment Need Wi-Fi?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman7/29/2011 3:18 PM0 ApprovedJeffrey Walker, Business Manager - OnelinkUSA
The future is all about Wi-Fi. For some, this trend has already started. Wi-Fi is a wireless local area network for Internet access. It will soon be everywhere as cable providers expand their networks to include Wi-Fi, but for a price. Over the next few years, you may be forced to offer this service in almost all of your community access areas, such as your lobby, washroom, swimming pool, etc. That is, if you are not already offering it. What’s scary is that your residents will expect you to do this! But don’t worry – it’s not that expensive and is rather easy to set up!

We Might as Well Just Have a Pre-Recorded Message!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman7/28/2011 3:08 PMConsumer Expectations; Marketing & Leasing; Personal Development & Training0 ApprovedTara Furiani, Director of Marketing & Training - The Sterling Group
I know, for a fact, that the lack of quality phone sales skills in our industry is not, I repeat NOT, a training issue. I can speak with certainty here because 1. I know that I provide stellar telephone training and the proof is; some of you get it… your fantastic call conversion ratios, rockstar closing percentages and ultimately (and most importantly for you) the higher income you’re enjoying demonstrate that!

Part Two: Be Engaging...On FacebookUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman7/22/2011 10:38 AMMarketing & Leasing; Personal Development & Training0 ApprovedTracey Heitzman, CAS - Evolv
Here are some more tools and tips on how you can use Facebook to benefit your community - be unique, be proactive and be apps friendly.
Judy Blume Didn’t Prepare Me For AdulthoodUse SHIFT+ENTER to open the menu (new window).
Lauren Boston7/21/2011 3:26 PMMarketing & Leasing0 ApprovedLauren Boston
On Monday night I purchased my first new car. It was a right-of-passage moment straight out of a Judy Blume book. I stood there with the keys in my hand, sobbing as my mother went off on the dealership manager because he did me wrong. OK, maybe not Judy Blume.

Part One: Be Engaging...On Facebook Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman7/18/2011 5:41 PMMarketing & Leasing; Wild Card!0 ApprovedTracey Heitzman, CAS - Evolv
With its 600 million users and average daily session time of 25 minutes, Facebook provides an exceptional opportunity for visibility, Google indexing, live search ability, and fan engagement.

Start Any Fires In Your Apartment Lately?Use SHIFT+ENTER to open the menu (new window).
Lauren Boston7/15/2011 11:44 AMRisk Management0 ApprovedLauren Boston
When I was in seventh grade, my mom thought it would be a nice idea for our Catholic family to light the candles on an Advent wreath every night before dinner during Advent Season. The first night I had the honor of lighting the candle. After striking a match—and making the mistake of holding it completely vertical—the flame started to quickly burn its way towards my fingers. Naturally, I panicked, dropping the lit match and temporarily setting the tablecloth on fire.

Lauren and the Purple CrayonUse SHIFT+ENTER to open the menu (new window).
Lauren Boston7/7/2011 2:24 PMMarketing & Leasing0 ApprovedLauren Boston
When I was in pre-school, my grandma came in for Grandparents Day.

That afternoon, our teacher asked us to draw a picture for our guests. While all of the other students excitedly drew elaborate houses, families and animals—which I find hard to believe since we were 4 years old, but so says my grandma—I plucked a purple crayon out of the box, drew a single line on the paper and announced that I was finished. It’s a happy coincidence my favorite book was “Harold and the Purple Crayon.”
Viva Las Vegas!—And Celine DionUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman6/30/2011 1:20 PMEducation Conference0 ApprovedLauren Boston
Fresh (but not fresh-faced) off the amazing 2011 NAA Education Conference & Exposition in Las Vegas, I thought I would share some of the things I learned.

Potty-Mouths R UsUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman6/27/2011 12:42 PMMarketing & Leasing; Operations0 ApprovedJen Picotti, Vice President of Consulting - SatisFacts Research
Is it me, or does it seem that profanity and expletives have become more common in regular business interactions? And there are a few residents who take those choice words to a whole new level when they are not happy with the service or the answers you provide.

Compression Stockings and Discounted Rent: All in a Day’s ShoppingUse SHIFT+ENTER to open the menu (new window).
Lauren Boston6/16/2011 11:34 AMMarketing & Leasing0 ApprovedLauren Boston
The other day I saw a Groupon for two varicose-vein treatments and compression stockings. If it didn’t have an expiration date, I would have considered buying it. I know my family’s history with those unsightly things and it’s safe to say the future of my calves isn’t looking pretty.

Sit Back, Relax and Watch Me Huff and PuffUse SHIFT+ENTER to open the menu (new window).
Lauren Boston6/10/2011 8:01 AMMarketing & Leasing0 ApprovedLauren Boston
When I’m working out in my community gym, I don’t want residents in the clubhouse and pool watching me through floor-to-ceiling windows as I sweat like a pig in a bacon factory. There’s a reason I’m on a treadmill and not laying out in a bikini by the water. Nothin’ to see here, folks!

High Performance Thinking Gets Results!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman6/9/2011 4:49 PMEducation Conference0 ApprovedTerri Norvell, Consultant & Trainer
What exactly is high-performance thinking?  It’s taking personal accountability to achieve what you know is important for your company or property.  Seems so simple yet so much can get in the way.
Military Privatization: What Does the Future Hold?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman6/6/2011 5:08 PMEducation Conference0 ApprovedTisza Swain
Get your front row seat and have unfettered access to Military and Department of Defense Leaders who can answer questions that have been ruminating with your staff!  Join DoD Leadership from the Pentagon, CNIC, Marine Corps Headquarters and the Air Force Center for Engineering and Environment to ask all your burning questions for the future initiatives of the Armed Services and Housing Privatization.
How Are You Managing the Resident Experience?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman6/3/2011 11:36 AMEducation Conference0 ApprovedPeggy Robinson - Kingsley Associates
Resident feedback programs are evolving. No longer are multifamily firms forced to rely on a "one-size-fits-all" survey program for data to inform key decisions about amenity offerings and service standards. Instead, new lifecycle-based programs offer the chance to gather key intelligence at key touch points in the resident experience, from the initial inquiry through to lease renewal – or even move-out!
It’s Not Me, It’s You: Dealing with Different Personality Types in the WorkplaceUse SHIFT+ENTER to open the menu (new window).
Lauren Boston6/2/2011 7:55 AMPersonal Development & Training0 ApprovedLauren Boston
According to the Myers-Briggs personality assessment—or, to be more accurate, a free version I found on a questionable website—I am an INFP, or Idealist.

Among other things, INFP’s are laid-back, non-confrontational, highly intuitive, focused on making the world a better place and talented writers. Hey, I didn’t make this up—it’s science. They may also have problems working in a group setting due to “control issues,” but let’s focus on the positive.

How Many More Occupied Homes are Rented Today Compared to 2000? Probably Not as Many as You ThinkUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman5/31/2011 3:41 PMEconomic Issues; Operations0 ApprovedPaul Bergeron
One of the most frequently asked apartment industry questions NAA receives is how many single-family homes are rented. Today, the USAToday, based on 2010 U.S. Census Bureau data, compared the totals from 2010 with 2000.
Figuring Out the Out Years – What to Do After the IDPUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman5/31/2011 2:53 PMEconomic Issues; Education Conference; Marketing & Leasing; Operations0 ApprovedKevin Keating, MHLI and Paula Potter-Hayes, Booz Allen Hamilton
Don’t you wish you had a crystal ball that showed you the future of the Military Housing Privatization Initiative (MHPI)? A simple wave over the crystal ball, the mutter of a magic word, and the entire future would be revealed to you.

Show Me the Bandwidth—And Some American Idol Lovin’Use SHIFT+ENTER to open the menu (new window).
Lauren Boston5/26/2011 2:24 PMConsumer Expectations0 ApprovedLauren Boston
When I got up early this morning to watch YouTube montages that suggest American Idol’s Lauren and Scotty are dating (please be true), I didn’t have the time or patience for slow Internet service. I had a bus to catch and a limited amount of time to live vicariously through these two teenagers.

Social Marketing for Military HousingUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman5/24/2011 12:03 PMMarketing & Leasing0 ApprovedCharity Hisle, Socially Engaged Marketing 
I’m so excited to be presenting at the National Apartment Association Conference this year, especially because of the topic! Combine my military experience with my social media experience and then add my love for the multifamily industry and we’ll have a perfect recipe for a session! Marketing Boot Camp: Marketing to Today’s Military Families will have four parts. The portion I am presenting will be Social Marketing for Military Housing.
Leasing From a Pub: Differences in the Global Housing MarketUse SHIFT+ENTER to open the menu (new window).
Lauren Boston5/20/2011 12:23 PMOperations0 ApprovedLauren Boston
A few days into my trip to Ireland—a five-month period of “self reflection” otherwise known as a vacation—my friends and I needed a place to rent. The hostel we were staying in served free breakfast, but we also had to wear flip-flops in the shower to avoid contracting Athlete’s foot.

Be The Big Marketer On CampusUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman5/18/2011 11:20 AMMarketing & Leasing; Operations0 ApprovedKim Cory, Director of Sales and Marketing - University Village
Do you think you know how to communicate with today's student? Can you text speak,  relate to slang, understand all the technology and make sense of the pop culture references? Keeping up with this population is a constant challenge.
QR Codes: Mystery Dum Dums for the 21st Century Use SHIFT+ENTER to open the menu (new window).
Lauren Boston5/12/2011 1:59 PMMarketing & Leasing0 ApprovedLauren Boston
Cream soda Dum Dum lollipops don’t excite me as they once did—mostly because I am no longer 5 and I want a treat larger than my thumb nail—but when I see a Mystery Flavor floating around in a bag of boring oranges and strawberries, I have to open it. On a good day, my curiosity is rewarded with an exotic taste concoction other than the company’s 16 traditional flavors. German chocolate cake, what a surprise! Peach mango sorbet, I had no idea!

When You Are Too Old for Trick-or-TreatingUse SHIFT+ENTER to open the menu (new window).
Lauren Boston5/6/2011 12:00 PMMarketing & Leasing0 ApprovedLauren Boston
It was Halloween freshman year of college. Most of my dormmates were stripping down to bits of string and cloth—items that, put together, would only pass for a “costume” at a nudist colony (or college)—and going to a party off-campus.
I, on the other hand, was adjusting my bonnet—the final touch of my Martha Washington ensemble—and doing a few calisthenics in preparation for two grueling hours of neighborhood trick-or-treating.

What Does Your Online Reputation Say About You?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman5/4/2011 3:58 PMConsumer Expectations; Marketing & Leasing; Operations0 ApprovedTracey Heitzman, CAS - Evolv
Have you noticed the yellow review stars appearing in Google search results?   Google is picking up reviews from various places on the web, and inserting them into the RESULTS pages. This means that before a prospect even decides to click on your website, they are seeing a rating of your community— assuming one exists. 
Grandmothers and Cars: Things You Can Plug Into a WallUse SHIFT+ENTER to open the menu (new window).
Lauren Boston4/28/2011 5:12 PMGreen Initiatives0 ApprovedLauren Boston
At the age of six or seven, I watched the movie “The Electric Grandmother.” It was a film that would shake me to my core.

The 1982 horror movie masquerading as a “touching” made-for-TV special is about a family of children who learn to cope with the death of their mother in the most heartwarming and logical of ways: they go to a factory and order an electric (read: android freak) grandmother to serve as a new mother figure.

Are You Afraid of the Dark?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman4/21/2011 11:35 AMOperations; Personal Development & Training; Economic Issues0 ApprovedLauren Boston
When I was a young girl and came home after a night out with my family, I always stepped inside the house, turned on all the lights and immediately shouted, “Any witches, robbers or ghosts, please come out!” As you can imagine, the moments following that desperate plea were terrifying. Had a witch suddenly made her presence known, I don’t know what the next step would have been.

HG Fenton, Ellis Trick Multifamily, Fogelman Earn SatisFacts’ Top Resident Satisfaction AwardsUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman4/20/2011 1:37 PMConsumer Expectations; Economic Issues; Marketing & Leasing; Maintenance Issues0 ApprovedDoug Miller, President - Satisfacts Research
SatisFacts is excited to announce the 2010 national resident satisfaction award winners.  Achieving a Superior or Exceptional award says that the company’s leadership and team members are focused on the actionable best practices that impact satisfaction and retention…and their residents are validating that point!  Congrats to the award winners!
Ways to Save Water in the Landscape Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman4/18/2011 11:36 AMEconomic Issues; Energy – Costs & Conservation; Operations0 ApprovedPaul Tilley, Vice President - Shasta Landscaping
Large water rate increases are being adopted in many regions across the country. With water bills likely increasing in many regions around the country, it might be time to reevaluate your land scaping, and how this affects your water usage. 

Just Call Me Mrs. CEOUse SHIFT+ENTER to open the menu (new window).
Lauren Boston4/14/2011 3:24 PMOperations0 ApprovedLauren Boston
If I were named CEO, which will probably happen in three to four years tops, my immediate to-do list would be as follows:
1. Get a door for my cubicle. Or at least some decorative beads for the entryway. 2. Institute Macaroni Mondays. One box per employee, strictly of the shell variety. I like it when the cheese gets trapped inside. 3. Commission an artist to paint a window with pretty scenery and a big sun in the background on one of my cube walls since I have no access to a real window or any sort of sunlight.
Canned Chili and Burned Popcorn: The Perfect Ingredients For a Potential Lease ViolationUse SHIFT+ENTER to open the menu (new window).
Lauren Boston4/7/2011 2:51 PMOperations0 ApprovedLauren Boston
Microwave popcorn is pretty straightforward. You take the bag out of the wrapper, put it in the microwave right-side up, and remove it when the kernels have popped. All things considered, it’s an easy task for the average college-educated professional.

Then again, I never claimed to be average.

Got Confidence?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman4/6/2011 11:15 AMMarketing & Leasing; Personal Development & Training0 ApprovedTracey Heitzman, CAS - Evolv
When you exude confidence, you naturally attract others. People listen to you, follow you, and even buy from you. Displaying confidence assures people that you know what you’re doing. People who exude self-confidence know they have what it takes to master difficult situations, and they are not afraid of failure.
NAA’s Featured Blogger Says GoodbyeUse SHIFT+ENTER to open the menu (new window).
Lauren Boston4/1/2011 8:18 AMWild Card!1 ApprovedLauren Boston
Writing about your friends and family, it turns out, is a tricky thing.

When I started doing my weekly blog for APTly Spoken, I wanted to create material that was fresh and funny—something that really pushed the envelope. Unfortunately, I’ve pushed a little too hard.

Why “Resident Events” Don’t Equal “Resident Retention”Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman3/28/2011 11:39 AMMarketing & Leasing; Operations0 ApprovedJen Picotti, Vice President of Consulting - SatisFacts Research
Every once in a while I Google “Resident Retention” just to see what comes up.  And each time, I am disappointed in the results. In an industry that has seen customer turnover fluctuate between 55 percent and 62 percent over the past 10 years, do we really believe that the answer is better move-in gifts, cute door hangers and more pizza parties?

If Residents Are Re-Enacting Scenes From “Titanic,” Consider Heating Your PoolUse SHIFT+ENTER to open the menu (new window).
Lauren Boston3/24/2011 3:32 PMWild Card!0 ApprovedLauren Boston
I always loved swimming in my grandma’s pool in Maryland, but the water was absolutely freezing. It wasn’t exactly Titanic cold, but if Rose were there, I would have put up a good fight for that piece of wood she hogged while Jack froze to death.

3 Secrets to Selling ValueUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman3/22/2011 5:14 PMOperations; Marketing & Leasing0 ApprovedTracey Heitzman, CAS - Evolv
We live in a world that seems to focus on price— not value. Price is only one factor in a buying decision. What we often don’t realize is that we make value-based buying decisions every day. We buy our clothes, cars and food based on the perceived value that we get from what we purchase.

We’re Onto Your Game, Mona LisaUse SHIFT+ENTER to open the menu (new window).
Lauren Boston3/17/2011 4:44 PMMarketing & Leasing0 ApprovedLauren Boston
When a picture of an apartment community that’s advertised on the Internet is blurry or taken from far away, I don’t assume a poorly trained photographer is to blame. I assume this is a place, if seen in person, that would haunt my dreams. Coincidentally, the same logic can be applied to online dating profiles.

To improve your community’s image, hire a good photographer who will take stunning, in-focus close-ups of your property. Otherwise, people are going to think your property is a Mona Lisa—decent looking from afar, a little worse for wear when you view it up close.

Scoring Prospective Residents: Hot or Not?Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman3/11/2011 1:57 PMMarketing & Leasing0 ApprovedHouston Neal, Director of Marketing - Software Advice
Identifying qualified leads can have a big impact on the productivity and effectiveness of leasing teams.
Not all prospective residents are ready to sign a lease. Without prioritization, your leasing agents could hound a prospect who is six months away from moving while another “ready-to-move” prospect goes untouched.
Greedy Employee v. Disgruntled HR: The Case of the Missing Orange JuiceUse SHIFT+ENTER to open the menu (new window).
Lauren Boston3/10/2011 3:04 PMRisk Management1 ApprovedLauren Boston
When the weather is nice, I like to jog one mile to an upscale grocery store near my apartment, indulge in a few samples of cheese, bread and cookies as fellow shoppers watch my sweat collect on the tile floor, and then run back home. Clearly, my love for free things knows very few bounds. Unfortunately, the same can be said for my ex co-worker. In addition to the typical coffee and tea selections, my previous employer had free bottles of juice in each staff kitchen. I respectfully limited myself to one orange juice per day, but “Margaret” lacked such self-control.

You’ll Put Your Eye Out Kid.Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman3/8/2011 12:05 PMMaintenance Issues; Operations0 ApprovedBenjamin Hestir, P.E. - Environmental Group Manager
Sometimes the simplest changes are the hardest to implement.  Safety training is about achieving behavioral change, and getting people to change their routine, even in a seemingly minor way, can be hard to accomplish unless the individuals involved “buy in” on the benefit (to them – not you) outweighing the effort to change that work habit.
Three Common Facebook Abuses: What’s Not to LikeUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman3/3/2011 2:09 PMWild Card!0 ApprovedLisa Trosien, Apartment All-Stars
It started innocently enough. I was visiting the Facebook page from a friend from my high school days and wanted to write on his wall and I noticed a familiar multifamily housing industry face on the “mutual” friends’ section. I was intrigued. Was it possible that one of my industry colleagues knew my friend, Ed? The one who sat across the aisle from me in Calculus? Who married his high-school sweetheart and who was profiled in a best-selling book?
Yup, Me and Jewel (the country singer) Could Do Our Laundry TogetherUse SHIFT+ENTER to open the menu (new window).
Lauren Boston3/3/2011 10:22 AMWild Card!0 ApprovedLauren Boston
Whenever America’s favorite snaggle-toothed singer, Jewel, talks about her past life as a homeless person living out of her car, I picture her in an environment very similar to that of my 1996 Jeep.

A co-worker who will remain nameless (Michelle) once likened the contents of my car to something you would see on Hoarders. While I respectfully disagree, I will admit I could survive quite comfortably should I ever find my car trapped in some sort of ravine.

Hire the Attitude: A Remarkable Recovery Case StudyUse SHIFT+ENTER to open the menu (new window).
Doug J. Miller, Sr.3/2/2011 3:17 PMConsumer Expectations; Marketing & Leasing; Operations; Personal Development & Training0 ApprovedDoug Miller, President - Satisfacts Research
I started SatisFacts, and adore what I do, for a reason…it relates to my passion for caring, dedication and service…and this passion has to do with how I was raised and my DNA.  I have always been very sensitive to service.  I am inspired when I interact with someone who really cares about how they perform for you.  My reaction is 180 degrees different when I deal with someone who just does not care.  My view is that if you are being paid to do a job, autograph your work with excellence.
Oh No She DIDN'T!Use SHIFT+ENTER to open the menu (new window).
Lauren Boston2/28/2011 8:11 AMOperations0 ApprovedLauren Boston
Two years ago, my friends and I had the pleasure of renting a house in Ireland from a 20-something ex-rugby player named Ted.

 

At the risk of sounding like 1950’s teenager, Ted was dreamy. His accent was to-die-for, he had shoulders as broad as a Buick, and his teeth were both white and straight—a real rarity in the U.K.

Hiring Tip No. 1: Don’t Conduct Your Interviews at an AquariumUse SHIFT+ENTER to open the menu (new window).
Lauren Boston2/17/2011 4:01 PMOperations0 ApprovedLauren Boston
I moved to Ireland less than a month after my college graduation, without a job or a place to live. Why this concerned my parents, I’ll never understand. After desperately searching the classifieds for two weeks, my friend and I saw an ad for a job selling sandwiches with “The Tasty Sandwich Guy.” That’s not at all sketchy.
The Truth About Resident RetentionUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman2/16/2011 11:33 AMOperations; Marketing & Leasing; Personal Development & Training0 ApprovedJen Piccotti, Vice President of Consulting - SatisFacts Research
I attended a standing-room only Resident Retention Round Table recently, and was shocked to hear the panelists basically say that no matter what you do as a resident retention strategy, your turnover will remain about the same. (Which is exactly opposite of what our research has shown!)
Leasing vs. Retention - A Contrarian ViewUse SHIFT+ENTER to open the menu (new window).
Doug J. Miller, Sr.2/15/2011 2:31 PMConsumer Expectations; Economic Issues; Marketing & Leasing; Operations0 ApprovedDoug Miller, President - SatisFacts Research
I read an intriguing point in a discussion about revenue management: “Turn cost is a factor, but it is also a sunk cost unless you wish to favor renewals over new leases.” Ah, “unless” you favor protecting your existing revenue stream!  This is a huge issue…leasing/marketing vs. retention. Which should be the priority...and why?
Craigslist Imposters Can Now Their Devote Full Attention To Dating SitesUse SHIFT+ENTER to open the menu (new window).
Lauren Boston2/11/2011 1:52 PMMarketing & Leasing0 ApprovedLauren Boston
So, I have this “friend” and she’s on an online dating site.

After pondering which service would best suit her needs, “my friend” remembered reading an article that said it’s OK to feel desperate—you just can’t act like it. So for her, that meant joining something that was free. Paying for a boyfriend just seemed wrong, and something she certainly wasn’t willing to consider until at least the age of 30.

But you get what you pay for. Or don’t pay for.

What Do Dirty Showers, Mrs. Robinson, and Cough Syrup Have in Common? Student Housing!Use SHIFT+ENTER to open the menu (new window).
Lauren Boston2/3/2011 3:47 PMMarketing & Leasing0 ApprovedLauren Boston
My 21-year-old brother used to argue that his bedroom felt more “cozy” and “lived-in” when it was an absolute mess, so it really shouldn’t have come as much of a shock when we visited him in college and saw an apartment in dire need of a good cleaning. “I didn’t raise you like this,” my mother said, vigorously scrubbing the bathtub walls. Apparently, she did.
Student residents such as my brother are part of a breed all on its own.
10 Tips for Effective Follow-Up with ProspectsUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman2/2/2011 11:34 AMMarketing & Leasing; Operations0 ApprovedTracey Heitzman, CAS - Evolv
Did you know that 95 percent of sales happen after the 5th attempt?It takes more than a smile and product knowledge to succeed in leasing—you must follow-up, too. Learn some tips to help you create a follow-up strategy that will help you increase the number of leases that you're getting.
Breathing – To Retirement, and Beyond!Use SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/25/2011 4:11 PMMaintenance Issues; Operations; Risk Management0 ApprovedBenjamin Hestir, P.E. - Environmental Consultant
Of all the things I tend to take for granted (sometimes) in life, breathing is one of the basics.  As in:  sun’s gonna rise, my heart is still thumping, got air, and they took taxes out of my check.

Love ’Em or They’ll Leave Ya: 10 Ways to Retain More ResidentsUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/24/2011 11:56 AMConsumer Expectations; Operations0 ApprovedTracey Heitzman, CAS - Evolv
National studies have shown that the average tenure for a resident is nine months or less—a scary statistic when it costs an average of five times more to turnover an apartment than it does to keep an existing resident.
Watching “Pretty Woman” for the 90th Time Sure Beats Repainting a RoomUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/20/2011 4:36 PMIndependent/Small Owner Issues; Operations0 ApprovedLauren Boston
When my last roommate moved out, I had the pleasure of helping to repaint her tangerine-colored bedroom back to its original, glorious shade of off-white. I’m all for roommate bonding, but I’d prefer that it involve a box of (rather cheap) wine and my 90th screening of Pretty Woman, not toxic fumes and three coats of primer.

There’s Never a Loser When Everyone WinsUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/20/2011 9:58 AMConsumer Expectations; Economic Issues; Maintenance Issues; Marketing & Leasing; Operations; Personal Development & Training1 ApprovedDoug Miller, President - SatisFacts Research
I am sure we are all blown away regularly by how some businesses operate.  I scratch my head…it’s clear not everyone is really trying to take care of clients, create positive experiences, or improve performance.  I had to share several recent experiences.
"It's a Risk I'm Willing to Take" NOTUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/18/2011 2:39 PMLegal Issues/Lawsuits; Operations; Wild Card!0 ApprovedLisa Trosien - Apartment All Stars
I had a scary thing happen to me last month. And I need to share it with all of you.

I happened to stop by a community while visiting family over the holidays. I pass it all the time when I am traveling to see my parents, and have always wanted to stop by. So, I finally did. It taught me a valuable lesson. And it can teach one to you as well.
Smile, You’re On NAA’s Candid Camera!Use SHIFT+ENTER to open the menu (new window).
Lauren Boston1/13/2011 3:04 PMWild Card!0 ApprovedLauren Boston
If you want a free trip to Las Vegas, here’s your chance.

In recognition of National Apartment Careers Month in February, the NAA Education Institute (NAAEI) is calling for submissions for its “Get Reel” Career Video Challenge posted on YouTube, where you are eligible to win a trip to the 2011 NAA Conference & Exposition in Sin City. All you have to do is submit a 30- to 60-second video covering a day in your life as an apartment industry professional. It’s that easy.

How To Clean Up A Broken CFLUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman1/10/2011 1:47 PMGreen Initiatives; Maintenance Issues; Energy – Costs & Conservation0 ApprovedBenjamin Hestir, P.E. - Environmental Consultant
Ask your typical apartment maintenance person what a CFL is and they’ll tell you, why of course it’s the Canadian Football League, where undersized football stars go to finish their careers!  While that is true, in the ever more green, sustainable, eco-friendly, low carbon footprint, renewable and recyclable world of business these days, a CFL is actually a compact fluorescent lightbulb.
Nothing Says ‘Lease Here!’ Like Some Rotting PumpkinsUse SHIFT+ENTER to open the menu (new window).
Lauren Boston1/6/2011 1:18 PMOperations0 ApprovedLauren Boston
Last year I made the questionable decision to leave three carved pumpkins on my apartment balcony until late January. Some would call this lazy, but I had a pretty busy winter playing online Family Feud and there just wasn’t time to dispose of them.

The Spice Girls Would Have Made Great Maintenance EmployeesUse SHIFT+ENTER to open the menu (new window).
Michelle Sherman12/30/2010 12:07 PMOperations; Personal Development & Training0 ApprovedLauren Boston, NAA Staff Writer
My roommate and I were sitting on the couch one Friday night, watching our fourth episode of Gilmore Girls and eating Dairy Queen Blizzards—perhaps the reason why that 1999 New Years resolution to have a boyfriend still hangs in the balance—when I heard water running.

A Boyfriend, Higher Occupancy Rates and Other New Years’ ResolutionsUse SHIFT+ENTER to open the menu (new window).
Lauren Boston12/23/2010 8:16 AM0 ApprovedLauren Boston
My New Years’ resolutions have never really panned out. Past hopes and dreams have included finding a meaningful relationship (an ongoing, indefinite goal since 1999), learning how to play my Casio light-up keyboard, and meeting Julia Roberts on Oprah (who has yet to respond to my letter).

Luckily, 2011 is looking a little brighter for the apartment industry, according to several industry advisory and research firms.
Awkward Men and Great Quiche: The Perfect Formula For Resident RetentionUse SHIFT+ENTER to open the menu (new window).
Lauren Boston12/16/2010 12:11 PMMarketing & Leasing0 ApprovedLauren Boston
I went, as always, for the food. It was last December and my apartment community was hosting a holiday party to provide its residents with the opportunity to mingle. Some took this more seriously than others.

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