Name: Pat Wiley
Title: Vice President, Education, NAAEI Faculty
Company: WestCorp Management Group Addison, Texas
10 Things You Can Do to Help Your Onsite Staff Thrive
1. Model the Behavior That You Expect From Them. If you expect punctuality, you must be punctual. If you expect daily enthusiasm, you must be enthusiastic.
2. Recognize in Public, Coach in Private. Don’t be stingy with praise for a job well done. Most people will do even more when they know their efforts are appreciated.
3. Be Patient. What is common sense or standard procedure for a manager may not be to a brand-new leasing professional. Don’t assume anything, and offer cheerful explanations about anything they ask.
4. Encourage Mistakes. Say what? Yes, making mistakes is an integral part of the learning process. I always add, “Make sure each mistake is different!”
5. Provide a Mentor. Everyone is unsure of himself or herself when beginning a new job. Many hesitate to ask too many questions. Pair your newbie with a peer who is well trained and is
willing to be available when guidance is needed.
6. Have a Five-Day New Hire Checklist. One of the worst mistakes managers make is asking new onsite team members to answer phones and show apartments before they get their bearings. Have a checklist that includes walking the property, learning the prices and specials, shopping the competition and anything else that would bring them up to speed. Don’t forget Fair Housing guidelines.
7. Participate in and Encourage Education. Local apartment associations offer wonderful education opportunities at
reasonable rates. Take advantage and send staff members whenever you can.
8. Seek Feedback. Be open to new ideas and encourage thinking outside of the box.
9. Hold Weekly Meetings. Whether for 15 minutes or an hour, ALL staff should be included. But avoid “gripe sessions.” Have a time to praise jobs that were well done in front of all. Ask for suggestions on how to make the community more successful. Never criticize an idea, and encourage creative thinking.
10. Have Lots of Fun at Work. I can tell the atmosphere of an office as soon as I walk inside. Residents and prospects can, too. If your team is happy, motivated and enjoying what they do, your closing ratios will be through the roof and your renewals will rock!
If you would like to be considered for a future End Points column, please contact Jeff Lee at 703/797-0647 or jeffreylee@naahq.org.