APTly Spoken Blog

  • When The Resident Experience Begins and How to Drive Satisfaction and Performance

    For over a decade we have been focusing on the best practices that drive retention. Throughout this time, we have focused discussions with clients on the best practices that drive resident satisfaction, loyalty, retention and improving one’s online reputation. Besides just evaluating feedback that relates to shutting the back door (retention/turnover), we have also had the chance to learn so...
  • 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...
  • Seniors—a Growing Demographic and Booming Opportunity

    The senior demographic offers great potential to housing providers and recognizing the unique features of this customer base can help us to market effectively and provide an environment that meets their needs. The baby boomer generation—76 million strong—is entering retirement and responding to changing life needs. Some will choose to remodel their homes for greater accessibility, but with the...
  • Must Love Dogs—Minus the Doo-Doo

    It's no secret that I don't love dogs. I don't hate them, either—I just don't love them. In modern American society, this means I'm a monster—someone sandwiched right between people who dislike children and hate rainbows in levels of evilness.I understand that dogs are man's best friend (if you can't find a human best friend), provide companionship and never judge you. I also understand that...

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