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...
  • 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...
  • 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...
  • Build It And They Will Come (Cupcakes, That Is)

    One of the best things about my apartment is its proximity to the things that mean the most to me in life—namely, a grocery store within running distance where I can stop by for some free samples of cheese and pie after a strenuous jog and a Redbox where I can rent “Think Like a Man” for $1.27 (which turns into $5 when I forget to return it for four days). And let’s...

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