Resource Center - Industry Articles
CallTrack® and the Evolution of the Call Tracking Industry
January 18 2011
Direct-response advertisers needed an efficient way to track and compare the number of leads and cost-per-lead for the various sources and forms of marketing they use. Print and electronic media needed an objective way to prove their value to their advertisers. In 1994, when CallSource invented call tracking as a service, both got their wish. Read More »
Six Tips for Increasing Employee Retention
by Marci Brand, December 21 2010
It’s more important than ever to not only retain your current employees, but to also choose the right candidates when future employment decisions are being made. This doesn’t have to cost a lot of money and the investment is far less than the cost of high employee turnover. Below is some sound advice on how to increase retention and hire the right person for the position/s you hope to fill. Read More »
What’s the Secret to Resident Retention? A Finely-Tuned Maintenance Program
by Mark Sadosky, December 20 2010
The three most important aspects of real estate will always be location, location, location. And the three most important reasons to renew leases are service, service, and service. In other words, a finely-tuned maintenance program is the secret to maximum Resident retention. Are you: Read More »
How can you Keep Property Owners Happy? Owner’s Analytics!
by Joe Summers, December 20 2010
For fee-based management companies, keeping property owners happy is a top priority. But, what do you do when a community’s performance falls below the owner’s expectations? For starters, ask yourself: “Do I have the right team in place? Are they making sufficient effort in the right areas to get results? Am I giving them the tools they need to succeed?” If the answer to these questions is a resounding “yes,” perhaps it’s not a management issue at all. Read More »
It’s Time to Embrace a Training System that Produces Results!
by Doug Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE, December 20 2010
How is the average Leasing Professional doing? According to CallSource’s Third Quarter Industry Report Card (IRC), the average performance is less than stellar. CallSource’s IRC is an objective report on how effectively Leasing Professionals across the country handle telephone leads, set appointments, and close leases. Read More »
Customer Service is Dead!
by Tom Asacker, December 15 2010
Back in the day, when customer service was king, I worked after school pumping gas and handing out collectable tumblers at my father’s service station. That’s what they called it back then: A service station, not a gas station. The consistent delivery of fast and friendly service was a significant source of differentiation and, in many cases, a customer’s compelling reason to choose that station. It is strikingly different today. Customers not only pump their own gas (except in New Jersey and Oregon where the law prohibits it), they also scan and bag their groceries, configure their computers, manage their stock portfolios, and check themselves at the airport. On the chance occasion a customer needs assistance, more often than not it’s to have a question answered or a product exchanged. Read More »
How to Build Cash Flow and Increase the Value of Your Business
by Doug Chasick, CPM, CAPS, CAS, Adv. RAM, CLP, SLE, November 29 2010
How valuable would it be to know the precise number of qualified leads, and the actual cost-per-lead from every ad campaign and every source of marketing you use? You could eliminate unproductive ads and invest your marketing dollars where they get the best results. How significantly would you improve your financial results and increase the value of your business if, every day, your people converted more leads to appointments and more of appointments to sales? Why not find out? Read More »
Want an All-Star Team? Be an All-Star Coach!
by Chuck Bonanno, November 29 2010
One of the greatest challenges of running a profitable business is finding the right team to run that business. It is difficult to find quality team members and the process of recruitment can be a painful one. But recruitment is really just step one of the long process of creating an all-star team. Once a team member is hired the real process begins. The process of training is where your all-stars are made. If you try to hire only “proven” superstars, you will be disappointed much of the time. Read More »
Marketing and the Maintenance Team – Your Key to Maximum Resident Retention
by Lisa Trosien, October 29 2010
The most important marketing theme or campaign any community can embrace does not involve giveaways, costumes for the staff, or even free rent. It is an internal program that should take place before any marketing campaign is started at a community or company. Read More »
Chasick’s Laws of Effective Customer Service
by Doug Chasick, CPM, CAPS, CAS, Adv. RAM, CLP, SLE, October 29 2010
"Hey Doug, now that I've cultivated all those customer complaints, what the heck do I do with them?" Glad you asked! Chasick's First Law of Effective Customer Service is: "THEY TALK (and talk and talk and talk), and WE LISTEN." We can't know what the problem is if we talk and they listen. The most important skill we can develop is active listening, hearing what the customer is actually saying instead of hearing what we think the customer is saying. Read More »
