Archive for the ‘Houston Apartment News’ Category
Reponding to Reviews Online
80% of review site users feel that a management response to a bad review is reassuring. – TripAdvisor, 2010
Would you, could you, should you… respond to an online review?
Customer reviews land at the top of search results. In some cases it may be advised to respond to negative, and even positive, reviews. Set objectives and create a policy and a plan for responding to reviews.
95% of review readers become suspicious when only positive reviews are available. – Reevoo, 2011
The most important objectives for responding to reviews online:
· Demonstrate that you’re listening
· Understand their perspective
· Provide the opportunity to explain the situation
· Be accountable, provide solutions, and solve problems
· Attempt to change perceptions
· Win over new residents
· Reinforce the positive
Important to note: Don’t remove content posted unless it is attacking, violent, threatening, racist, offensive, pornographic, uses foul language or violates Fair Housing Laws.
When to Engage a Positive Reviewer:
Positive comments are those that thank your company for the value or their experience. Thank everyone on social networks that leave positive or thoughtful comments. Consider thanking positive reviewers occasionally on review sites.
Share positive reviews on your website, in testimonial blocks within your email marketing, on social networking sites, and within your printed materials (including signs).
When to Engage a Constructive Reviewer:
Constructive negative comments are those that criticize your brand, company or service but invite opportunities to solve the problem.
This is the MOST critical opportunity to apologize, without flaw or fault and provide a solution to the problem. Focus on these three issues first, before addressing any others:
· Maintenance
· Safety/Security
· Customer Service
Start with these questions when addressing critical issues:
1. When did the issue(s) begin?
2. How many times has the customer encountered the issue(s)?
3. Can you fix the issue(s)?
4. What can you do to improve or prevent the issue(s) in the future?
How to Engage a Negative or Disruptive Reviewer:
Negative and disruptive comments are non-constructive insults to a company, service or employees designed to distract or interrupt the conversation.
Is there any merit to the claim(s)? If not, provide facts and ask for corrections to the content. If so, offer to discuss the issue offline. NEVER be defensive or appear to be covering up the facts!
Should You Engage With Spam?
Spam is when someone posts links or content completely unrelated to the community or service. Take a screen capturre or save the HyperAlerts notification, delete the content from the social networking pages and, for repeated offenses, ban the user from publishing again.
Additional measures you can take to protect your online reputation:
· Own any and all negative URL’s that include your company name and community names.
· Set appropriate privacy settings on each social networking profile.
· Claim your Google Places pages
· Claim your Yelp account
· Consider ApartmentRatings account
· Train employees about reputation management and privacy

Arizona Affiliate Offers “Jump Start” to People Seeking Jobs in Apartment Industry
You’re about to start hearing a lot about this year’s winners of our PARAGON, Apartment Career and Education (ACE) and Anthony Pusateri Career Promotion awards. We’ll honor all of them at our NAA Education Conference and Exposition in June. In the meantime, I’d like to let you know about an innovative program being done by the Arizona Multihousing Association (AMA) to introduce job seekers to our industry. AMA is being recognized with a Pusateri Award for its October job fair.
AMA’s Jump Start Training program was created as a supplement to the association’s wildly successful property management job fair held in October for more than 600 job seekers. The association’s Education Committee was looking for a way to prepare people with strong customer service, sales or maintenance backgrounds for successful careers in property management using skills they already had. It came up with the two-day Jump Start program for prospective leasing consultants and maintenance technicians.
The course provides an overview of property management before diving into position-specific topics such as leasing dynamics, appliance and electrical, phone techniques and pest control. AMA members and associate members volunteer their time to teach the course. Course participants receive a certificate of completion at the end of the two days. AMA sends their names to its membership, so that companies hiring for entry-level positions can contact them.
Since October, the association has been offering the program on the second Monday and Tuesday of every month. It also has made some of the course components available online through its Learning Management System. Some management companies are using the Jump Start program as a refresher for current employees.
Our industry has a constant need for talented people to fill entry-level positions. Many already have valuable experience, but they just don’t know how to transfer that experience to our industry. The Jump Start program is a great example of how to bridge that gap.
Pam Shelton, AMA Education Committee Chair and principal at Allison-Shelton Real Estate Services, recently commented that, “It’s (Jump Start) an incredible way to introduce people to the industry. There are a lot of people who would do well in multifamily housing, but they simply don’t know what it’s all about – or sometimes, that we even exist.”
She also said that once someone starts a career in multifamily housing, they never want to leave. “You may start out as a leasing consultant, and 20 years later, you own your own property management company.” Pam should know. She started in our industry more than 30 years ago as a leasing consultant, and now she co-owns her own firm.
To learn more about the Jump Start Program, please visit the AMA website.

Oregon Trail Could Have Used Some Multifamily Housing
Back in the day I used to sit in my elementary school’s computer lab, playing the game Oregon Trail.
Originally developed in the early 70s to teach school children about the harsh realities of 19th century pioneer life on the Oregon Trail, the game was a real gut check.
Sitting in front of Apple computers the size of coffee tables, my classmates and I each assumed the role of a wagon leader, guiding our party of settlers from Missouri to Oregon. We had to use guns and bullets to hunt wild animals, keep our fellow travelers in check and make adult decisions—such as whether or not we should attempt to ford a river. More often than not, one of our oxen drowned in the process.
It was heavy stuff for a 9-year-old.
Even worse, members of our wagon party could die at any time from measles, a snake bite, typhoid, cholera, exhaustion or a broken leg. When the game wanted to truly break us down, a “you have died from dysentery” message would pop up on the screen—a turn-of-events so devastating that it once caused a classmate to burst into tears. Seeing her wagon Mother perish in such a savage manner was too much for her to handle.
“The Hunger Games” was a fairytale compared to this.
But despite the death and starvation and horrendous computer graphics, we forged ahead—with or without our oxen and family members—in search of a better future. It was 1848 and there was untapped fortune and opportunity to be had.
Two centuries later, those same opportunities (minus the oxen) are still available—in rural North Dakota.
Today, the country’s biggest and most productive oil field is drawing thousands of workers with the promise of plentiful and profitable jobs to serve the booming energy exploration industry. There’s no shortage of employment—but now there’s a serious housing crisis.
Officials estimate that Williston, N.D., a town of 14,716 according to the 2010 U.S. Census, could grow to as much as 50,000 during the next 15 years. Neighboring cities such as Minot, Dickinson, Stanley and others also are showing the early signs of burgeoning population growth—all due to the seemingly limitless supply of oil.
Many of the modern-day pioneers who are traveling to these towns for work are struggling to find a place to live. Some have no choice but to shack-up in jam-packed rudimentary dorm-style facilities. Others hope they can fit into overcrowded hotels and extended-stay facilities. In even more extreme cases, some are spending $12,500 a month to sleep on the floor of a dilapidated farmhouse and others are considering online listings for renting 1970s-model conversion vans. Covered wagons might be next.
With so many in desperate need of housing, apartment developers have recognized a potential long-term growth opportunity and many are choosing to invest in these risky rural markets. Others are more cautious—recognizing that stories of overnight boomtowns are often bookended with similar stories of overnight busts. One thing’s for sure: no one pays above market-rate to live in a ghost town.
But for now, these towns in North Dakota are showing no sign of slowing down.
Or dysentery, for that matter.
For more on the development opportunities in North Dakota, check out Frank Mauck’s article “Where There’s A Williston, There’s A Way” in the May issue of units, which mails May 8.
Originally developed in the early 70s to teach school children about the harsh realities of 19th century pioneer life on the Oregon Trail, the game was a real gut check.
