GLAStar Toni Blake Day 1 Session 2

is the second most emotional word

in the English language

Resident Focused Maintenance

FEATURINGNational Speaker

Toni Blake

Who was the first person to decide to Who was the first person to decide to play DRESS UP with the toilet?play DRESS UP with the toilet?

Positive or Negative?

Every decision you make produces results!

You are contagious!!!

Meaningful MomentsGive your residents a reason to

stay

EXPERIENCE / EXPECTATIONS

4 Love Languages for ResidentsUse the Languages of LOVE to build

positive resident relationship & increase retention

1. Words of Affirmation2. Quality Time3. Receiving Gifts4. Acts of Service

Acts of Service

Dependable service is a key to resident retention. How can youenhance the relationship and communication tools delivered byyour service team. Notes, additional service provided during a service call?

Receiving Gifts

This is not about materialism it is about show a thoughtful gesture of appreciation.How can you say “Thanks” for being a resident in an unexpected gift? Candy,cookies, a cup of coffee, a token left on a service request are ways to give gifts.

Quality Time

This is about showing your resident your undivided attention. Giving them your time and attention while they are in the office. Be sure they feel VIP service with your total attention while they are speaking with you.

Words of Affirmation

An unsolicited compliment or word of encouragement is a valuable relationshipbuilder. “Thank you for paying your rent on time, we appreciate your timeliness”, “Thanks for stopping by, we always love seeing you, you’re such a great resident”.

Seven Special Moments

Team Assignment: Meet with your team and discuss how to take the 4 relationship strategies and add the 7 Special Moments.

1. Move-in Day2. Service Request3. Mail Room4. Office5. Rent Collection6. Resident Communications7. Renewal

1. Words of Affirmation2. Quality Time3. Receiving Gifts4. Acts of Service

What is the truth?What % of your residents believe you provide good

customer service? _________How can you find out!

Customer Centered Growth –

Out of 10 vacant move outs -How many have an unreported service

request? Do your residents communicate their

service needs?Should you provide more

communication tools for resident service?

Should you create more service messages? What are your Service best practices? When do we provide service?

When are the resident service opportunities?

Maintenance Instructional Copy

Is your toilet running?We want to catch it!!!

 Thank You!

We appreciate your partnership in maintaining the highest quality for your living environment.

Signage, Newsletter, posters in the common areas

Service Warranty Contract

Get on the same page with your residents!!

What service is included?

What service is not included?

What is replaced for free?

What is the resident charged for?

One Hour of FREE Service! • closet door rollers repaired• torn or damaged screens repaired• drawer rollers repaired or replaced• plumbing leaks • faucet drips repaired• installed new light bulbs• toilets operating properly• doorknobs and locks turning properly• carpet strips repaired

Set yourself up for success in our renewalconversation – give the gift of service!

In 1977 Rick Hoyt askedHis father to push him in a5 mile fundraiser for anotherparalyzed athlete. After therace he told his father“Dad, when I’m running, it feelslike I’m not handicapped.”

Since that day Rick’s fatherhas pushed him to the finishline of over 1,000 races,including marathons and evenIronman competitions.

Where are you taking your property?

“You may succeed if nobody else believes in you, but you will never succeed if you don’t

believe in yourself” “Successful people love what they do and

do what they love. They allow their passion and talent to guide them”

“Success is doing the best you can with what you have wherever you are in life.”

Say YES to the Dream in front of you! Join your own team with PASSION!

Cause

Choose three people you are

going to have a positive effect on and how.

You &

Your

LIFE!

Relationship Equity Strengths of Relationship - You influence others!

You are contagious!!!

How to you engage with the residents so that they feel part of a caring community? You are Contagious / 80% Attitude 20% Skill What influences you? Happy is your job!!You build your world with what you THINK!

1.2.3.4.5.6.7.8.910.

Page 4

BEING POSITIVE INFLUENCES THOSE WHO WORK WITH YOU!

Your decisions are formed by with how you THINK!

Creative Resources

Creative ResourcesThe Awe-Manac provides

daily forecasts and directives to help readers make life more creative, amusing, gratifying, and extraordinary—every day of the year!

You don’t need to think – Just read & select a good idea!Expand your creative resources –Expand your ideas!

Date issued: ___ /___ / ___ Issued to: _______________________________________

Issued by:___________________________ Issued for: _________________________

________________________________________________________________________

THIS CARD MAY BE KEPT UNTIL NEEDED AND IS NON-TRANSFERABLE

GET OUT OF JAIL FREE

MAY BE SUBJECT TO SCHEDULING RESTRICTIONSMUST BE USED WITH MANAGEMENT APPROVAL

Employee: _________________________ Issued by:___________________________

Lunch time: ___ : ___ to ___ : ___ Date: ____ /____ / _____

MAY BE SUBJECT TO SCHEDULING RESTRICTIONSMUST BE USED WITH MANAGEMENT APPROVAL

Employee: _________________________ start time: ___ : ___ for Date: ___ /___ / ___

Issued by:___________________________ Issued for: _________________________

________________________________________________________________________

 Problem: Residents turn in a request late in the day.For prompt scheduling and faster service - turn in your service request before 12:30 p.m. Problem: Residents fix things themselves. Our trained technicians are ready to meet your service needs. Problem: Resident does not turn in a complete request.Please give us the complete details of your service needs so we can bring the proper tools and supplies to complete the job during our first visit. Problem: Resident ignores service requests.Working together we will create “Star Quality Service” Problem: Residents think they will have to pay for service.Professionally designed ads for newsletter to promote “Free” Services Provided by the Service Department. i.e. running toilet, dripping faucet, air filters, exterminationWhere can we print these educational messages?Newsletter / Signage and Poster in office & common area / QR Code link to website

Business CardsPrint a card with instructions on how

to turn in a service request. Give the card and the responsibility

back to the resident

Photo ID Badges24/7 Uniform

Resident Service Move in Gift

Extension cord, hammer, tools, Picture hangers, toilet paper

Service Team Move in gifts

Move in GiftA jar of touch up paint, a small paint brush, picture hangers, bath

soak & herb tea

Add a few oz of SCENTsations to

Add the Gift of NEW!

Resident Services MarketingService Staff Photographs in the officeService Pens & Professional AttireService Staff Business CardsResident Service Communication Cards Example:

Front of card: “A Word from Maintenance”. On back of card, or inside: “DONE!!”

We want to thank you for taking the time to let us know about your service needs. We would like to take a moment to be sure and gather the correct information so our service

technicians can complete your service needs on their first visit.

Be sure to offer your technician a complete service request!

Please let us know how we can service you!

Our job is to make your home a great place to come home to. We want to know, if you ever notice a light out or any other detail we have missed – even the smallest detail is important to us! Please check the services your require below and drop this by the office:____ screens torn or damaged____ closet doors off the rollers____ drawer rollers need repair or replacement____ leaks in the joints of your plumbing____ drips from the end of your faucets____ installed lighting out /refrigerator, overhead, bath____ toilets running____ doorknobs and locks turning properly____ carpet strips loose or needing repairTogether we can experience the highest quality of living. Call today or respond to this email.

Create a FREE YouTube Channel

Research Video apps Record with the iPhone &

iPad

HAVE FUN WITH Handmade Props on a stick

Prepare your list of “lessons”What can you help the resident avoid?

•Dish soap in the dishwasher•What to put in the garbage disposal•Using the reset button on the disposal•When to flip the breaker•How to set the thermostat•How to operate vertical blinds

Are you putting brochuresoutside your door for after hourvisitors?

FREE Marketing Partners

Hyperlink your customer to key locations online with FREE QR Codes

Are you still putting brochures outside your door for after hour visitors?

That is so 12 seconds ago!

Print QR Code Sticker to update your current collateralGet your future resident back to your site!

Help them to make a decision!Make it easy with QR Codes!

www.nameofsite.com

Fill out our application online!

www.nameofsite.com

Enjoy our room planner withfurniture templates & floorplans

online