Recovering Damages Before You're Damaged: The Pre-Move Out Inspection

Probably one of the most frustrating things when you work on site is the mountain of uncollected move out charges that are piling up in record levels these days. With the economy the way it is, people just don't have the extra money to pay several hundred or even thousands of dollars for charges stemming from damage to their apartment. Sometimes you'll get lucky and and that magic check will appear in the mail after someone moves out. But most of the time, you'll probably suffer a loss, whether it be on the complete debt or on a portion of it if you send it over to a collection agency to collect. It may seem like a helpless situation. You can't get blood from a stone, as the old saying goes. But, believe it or not, there are things that you can do to nip this situation in the bud and recover more of your damages than you ever thought possible.

First things first, tackle the issue as far in advance as possible. That means doing a pre-move out inspection, typically between 30 and 60 days prior to the move out. I've seen these done probably 50% of the time, but trust me, the properties that do them have a much better collection rate than the properties that don't. When you inspect an apartment prior to the move out, you have an opportunity to accomplish several things.

First, you are able to assess the condition of the apartment well before the move out date and determine what maintenance needs to be done, resulting in a quicker turn.

Secondly, you create an opportunity to have the resident correct some of these issues prior to moving out, resulting in cost savings for both you and them.

Finally, by assessing charges while they're still residents, you now have more bargaining power than you would have had you assessed charges after they've moved out.

If you've never done a pre-move out inspection before, then you may be wondering exactly what to do and how to handle the information after you've done it. Here's what I recommend based on my experience on site...

1. Once a resident gives notice to vacate, send them an acknowledgement that you received their notice. In this acknowledgement, you can input their scheduled pre-move out inspection date.

2. When you conduct your inspection, do it as if you're doing the final inspection. Look for cleaning charges, damages, etc.

3. Once you've completed the inspection, create an "invoice" of their charges. This will look much like your standard SODA, with a few exceptions. Be sure to note that this is only an estimate and is subject to change upon move out if more things are found.

4. On the invoice or in an attached letter, let the resident know that you're willing to give them the opportunity to take care of as many of the items as possible on their own to save them money. Be sure to let them know that if they decide to replace items, repair damages or clean, it must be done to your satisfaction and with approved parts only. Then, alongside each item on the invoice, note each item that can be taken care of by them, like cleaning, holes in the walls, etc. Many minor fixes can be done by them easily, but be sure to save the big things, like carpet issues or major damages, for your staff and vendors.

5. On the invoice, give them an opportunity to pay in full by a certain date for a discount. While it stinks to have to lose money by discounting something they obviously owe, it'll cost you less in the longrun in time and money if you have the balance collected as soon as possible.

6. Also, let them know that payment arrangements can be made should they need more time to pay. Should that be the case, offer to meet with them in person to design a plan that works for everyone. By meeting with them face to face, you're building on the relationship that you've already established. It's a proven fact that people are more willing to pay debts when a personal relationship is involved, so working with them while they're still residents is certainly beneficial. The moment they walk out your doors and into their next residence, you'll immediatley become lower on their priority list.


If you find yourself in a position where you still have an outstanding balance when the resident moves out, or, if there are additional charges that need to be assessed from after the pre-move out inspection, you may need to get creative. Probably the best thing to do is to offer a discount for paying by a certain date. This discount should be a little less than the one that they were offered if they paid before they moved out, but still an enticing offer for them. Just be sure that whatever you decide to offer, you make it a policy and you're consistent for every resident. You don't want to be offering different discounts for different residents or you'll find yourself in a Fair Housing mess!

Hopefully you've found these tips and tricks to be helpful. You too can be a rock star in your owner's eyes! :) If anyone has any tips to add, please feel free to comment below!


Morgan Oney, CAM
http://www.mynewsletterconnection.com/ Affordable, unique and stylish online and print newsletters for apartment communities!

Need Holiday Cards?

There's no better time to let your residents know you appreciate them than at the holidays. But sending them all a holiday card can be expensive and tedious...until now. I've ordered my holiday cards for years through Shutterfly.com. They make high quality cards to fit just about any budget. Their designs are unique, their shipping is fast and their quality is awesome. The best part is they're far more affordable than the other greeting card companies that are out there. I can't recommend them enough, so certainly give them a look if you're planning on sending cards out to your residents....you'll be glad you did!

You can view their selection of holiday cards here...

http://www.shutterfly.com/cards-stationery/holiday-cards

Happy Holidays! :)

Getting the Most out of Your Resident Newsletter

I don't know everything about everything, but one thing I consider myself to be an expert on is resident newsletters. It's my thing. It's what I do, it's what I love. I started writing them 9 years ago when I worked on site and I've been publishing them professionally for other communities now for a year. In the past year, I've had the opportunity to see how other communities write their newsletters. It's really interesting to read each community's submission each month, that's for sure. And I don't necessarily mean interesting in a good way!

So let's review for a moment.....what exactly is the purpose of a resident newsletter? Well, there are several. The first, and most obvious, is to create a sense of community and boost resident retention. This is achieved by letting readers know about community news and events so they know what's going on around them. Then there's the marketing aspect of a newsletter. What most communities don't realize is they can be a fantastic marketing tool, particularly if you have an online version of your newsletter. Newsletters give prospective residents an opportunity to have a window into the community. To see what it's really like to live there. Now that's a fantastic opportunity, but you'd be surprised how many communities ignore it.

If you're going to take the time and incur the expense of providing a monthly newsletter to your residents and prospects, then it only makes sense that you make the most of it, right? Whether you create your own newsletter each month or use a newsletter service, following the tips below will help you do just that.

1. Make your newsletter attractive. If you design your own newsletter, spend some time researching newsletters and find ones that stand out to you. If you use a service, find a company that offers unique designs. People are much more interested in reading something that's aesthetically appealing than something that's dull and boring.

2. Keep your content friendly. This is the biggest mistake I see communities make when I read their newsletters. I understand that people want to take the opportunity to address concerns of the neighborhood, but a resident newsletter really isn't the right place for it. Keep your content upbeat, friendly and happy. The majority of your residents probably don't let their dogs poop on the front lawn or leave their garbage in front of their door. Don't punish them for the acts of those few. If you do have concerns in your community, address them in a formal community notice and try to target that notice specifically to the offenders.

3. Increase your circulation. As I mentioned above, your newsletter can be a fantastic marketing tool, but the only way that's going to happen is if you get your newsletter out there. If you provide a paper newsletter, have additional copies made. You'll want to give them to every prospect who tours your community. In addition, target local businesses in your area that have spots for other businesses to leave information. Bring stands with you and leave copies of your newsletter for people to pick up when they're in that business. You can also bring them with you on marketing visits. Never leave your property without one as you never know when you may find yourself in a situation where you can give one to someone, just like a business card. Your newsletter will sell your property better than any fancy schmancy flier can!

4. Go online. If you haven't already, you definitely want to have an online presence for your newsletter. Having your newsletter online is convenient for your residents and is a great marketing tool. You can include links to your online newsletter on your website, Facebook & Twitter pages, Internet advertising, email signatures, blog, etc. You're opening that window again into your community and maximizing the amount of people that can see inside. If your company doesn't give you the access to put your newsletter online, there are newsletter companies out there that can at a very reasonable cost. And at the very least, you could at least start a blog for your community including the same information.

5. Check and double check! Every month, I receive submissions from communities that are loaded with spelling and grammar errors. Nothing screams "unprofessional" more than not having the basics like spelling down. Yes, spell check is great, but it can't catch everything. Proofread your work, then have someone else do it again for you.

I hope you find these tips helpful! If you have anything to add or have found success in writing your newsletter, please share below! :)

Morgan Oney, CAM
My Newsletter Connection-online resident newsletters and marketing solutions for apartment communities http://www.mynewsletterconnection.com

Creating a Neighborhood

When you think of your community, do you think you have a tight knit neighborhood? Are residents close? Do they interact with their neighbors? You may think so, but what do your residents think? Odds are, they aren't feeling as close as they could.

You may put on the occasional resident gathering to get everyone together, but are you truly building a neighborhood? Feeling a sense of community is huge factor in why people lease where they do, and an even bigger factor in why people stay where they are. While you may think you're doing everything you can to make that happen, I bet there's more that you can be doing. Try giving this a little more focus and I bet in the long run, you'll notice increased leasing, and most importantly, a higher retention rate.

Here are some ideas on how you can bring your neighborhood together. If you have any to add, please feel free to leave a comment!

1. Hosting regular resident events. This is a no-brainer. We all know that having social activities is critical. But it goes a little deeper than just planning a party here and there. The goal is to make your residents excited about your events so that they actually attend! You can do that by holding them regularly at accessible times (weekends are best when people are off), offering prizes (ask your vendors to donate if you're on a budget), playing games and making them fun. Also, be sure you're not doing the same old thing all the time. Change things up a bit so each one is different and interesting!

2. Hold outings for residents outside of the community. Work with local businesses to create a special night out for your residents at a discounted price, like a bowling alley, movie theater or restaurant. Residents will get a chance to socialize outside of the neighborhood and the outside environment will be a great way to get residents talking and interacting with one another.

3. Encourage resident participation by offering contests. Think of each building as a "team" and challenge them to complete different tasks. It will help them work together for a common goal and get them communicating. You could do contests for the building with the best looking balconies, cleanest breezeways, stylish front door, etc. Not only does it foster teamwork, but it's beautifying your community at the same time!

4. Work with a charity. Nothing brings people together like helping other people. Choose a charitable activity that will allow your residents to come together, like Habitat for Humanity or Race for the Cure. You're showing your residents that you can and bringing them together at the same time.

5. Encourage holiday antics. Have you ever heard of "booing" on Halloween or "elfing" at Christmas? It's where a person anonymously leaves a special poem and bag of goodies at a neighbor's doorstep. That person then does the same to 2 neighbors, then they do it to 2 neighbors, and before long, the entire neighborhood has received a treat! This can be done for pretty much any holiday. To get it started, announce the plan in your newsletters so residents know what to expect. Then get it started by sending treats to one or two residents in each building, anonymously of course. Try to do ones who you think will reciprocate! :) Watch it take off and your residents get excited about their little gifts!

6. Host a "Good Neighbor Contest." Let all of your residents know to be on the lookout for a neighbor doing something good to help out in the community. They can be picking up their pet waste, holding a door for someone, helping a neighbor with their groceries, etc. When they spot someone doing a good deed, they can report them to the office to be entered in the contest. Then hold a random drawing offering the winner a small prize, like a gift card to a local restaurant. It encourages acts of kindness among neighbors and lets them know that you appreciate it!


Morgan Oney, CAM
My Newsletter Connection-affordable & stylish online resident newsletters for your community! http://www.mynewsletterconnection.com

You're a social marketing pro, but just how social are you?

We spend so much time these days working on our social networking, but are we forgetting the true roots of what it means to be "social?" There are so many things these days that take the personalization out of life. For instance, when I'm at the grocery store, I love to use the self checkout line so I don't have to deal with the grumpy cashier. When I go to the bank, I chose the amazing new computerized ATM to make all of my deposits, avoiding the need to go to the teller. Heck, I can even buy stamps there so I don't have to make a trip to the post office. When I was recently looking to purchase a new car, I did all of my searching online and never even spoke to a person until I found the van that I wanted. I've realized that I rarely interact with an actual person these days. On one hand, I like it. It's convenient, it's on my terms and I don't have to be bothered by less than friendly people, which is what I always seem to encounter these days. But even though it's nice to do my own thing, it's also refreshing to actually talk to a friendly person every now and then.

A recent discussion post on a multifamily board got me thinking about this recent shift in the customer service industry and how it pertains to our industry. The question was in regards to inviting prospects to resident activities. It got me thinking that more than likely, we're not spending enough time actually being social with our residents and prospects. We spend so much time focusing our efforts on our internet advertising and our social media because that's the direction our industry has taken. And while yes, it's a great thing to move forward and stay current with the trends, it's also important to remember the general roots of customer service. Being present for your customers and giving them your personal attention is priceless in gaining their trust. Here are just a few things you can do to accomplish that. Feel free to add your own ideas in the comments section!

1. Invite your prospects to your resident socials. Most communities have events once a month. Print some invitations to those events and have them ready to go in your traffic information packets. By inviting your prospects to your resident events, you give them an opportunity to interact with you and your residents and see what it's really like to live in your community.

2. Make phone calls. So much is done by email these days, which is great, but a phone call shows that you care. Call residents on their birthday and follow up all service requests with a quick ring.

3. Send handwritten thank you notes. These are really becoming a thing of the past, but nothing is more personal than a handwritten note. Send them to prospects after they tour and residents after they refer someone.

4. Treat them like family. Send residents a card on their birthday, a small gift when they have a new baby or get married, etc. Think of each and every person as a member of your family, and when they celebrate an accomplishment or milestone, do what you would do as if it were one of your family members celebrating that event.

5. Give them face time. Most residents work during office hours and never get a chance to talk to the manager directly. Have a night once a week to leave the office open an hour or so late and have the manager accessible. If a resident has a problem that requires the manager's attention, they'll greatly appreciate being able to talk that matter over in person rather than on the phone or via email.


Morgan Oney, CAM
My Newsletter Connection-stylish and affordable online and print newsletters for apartment communities http://www.mynewsletterconnection.com

The Tricks & Treats of Craigslist (and the not so friendly ghost!)

When it comes to anything free, people can get greedy. They don't play nice and they don't leave extras for others. Well, Craigslist is no different, and unfortunately (or fortunately depending on how you look at it), Craig has taken notice and has implemented 2 techniques to try to combat the growing problem of spam on his site. If your marketing plan involves multiple postings on Craigslist, then listen up....you may be shooting yourself in the foot and not even know it!

The first thing Craigslist has implemented is requiring Phone Verified Accounts, or PVA's, for posting in certain categories. Have you noticed that you used to be able to post freely on Craigslist without being required to set up an account, but recently, you've been blocked from posting until you set one up? If so, then Craigslist has identified you as an overposter. So just how do they do that you ask? Well, no one knows for sure, but there are several things that Craigslist takes note of each time you make a post. They include:

-Your IP address
-The cookies on your computer
-The location of your IP address in relation to your posting location
-The text of your ad
-Any links in your ad

Probably the most common factor leading to a poster being required to have a PVA is multiple posts from a single IP address. If you post daily on Craigslist from any computer in your office (different computers typically have the same IP address), then chances are you will almost definitely be required to set up a PVA.

So what's so bad about setting up a PVA you ask? Well, that brings me to the next tool Craigslist has implemented to deter overposting....a phenomenon called "ghosting." Have you ever posted ads on Craigslist, received verification that they were posted, only to receive no traffic from them? Well, chances are, your ads were ghosted. Craig doesn't really play nice when it comes to ghosting. He'll make you think your ads were posted, only they haven't been, but you have NO idea. So essentially, you put out the effort of creating ads for nothing. Now that doesn't sound fun, huh? No one likes to do work and not be rewarded for it!

So I'm sure you're wondering how exactly an ad gets ghosted. Well, that's another Craigslist mystery, but here are the theories...

-Placing links to outside websites in your ad
-Posting in a geographic area other than the one you're actually in
-Posting multiple times from a single PVA

-Posting from multiple PVA's from a single IP address
-Posting ads that look similar
-Posting the state abbreviation in the location field (i.e. Raleigh, NC)

Ghosting can be a real pain in the behind. So just how does one avoid it? Well, if you want to receive the maximum benefit from advertising on Craigslist and actually get results from the effort you put out, there are a few things you can do.

1. The first and most important rule to effective Craigslist advertising is DON'T OVERPOST! It may sound appealing to blast a ton of free ads on CL, but in the long run, you risk having not only your account banned, but also having your IP address and telephone numbers banned. Then what would you do? You'd be up a creek without a paddle!

2. Feel out your limits. I've found that I can successfully post 3 ads on a single PVA per day without being ghosted. But, I've heard of people only being able to post a single ad per PVA every 48 hours. There's no "rule" to this. The only thing you can do is test out the waters and find out what works for you. To do this, start by posting a single ad on your PVA one day, then 2 the next day, 3 the next and so on and so forth. You'll have to search for your ads on Craigslist about 15 minutes after you post them to see if they actually show up. If they do, you're good, if they don't, you've been ghosted. When you start noticing ghosted ads, then the next day, back down by 1 ad and check again. Keep up this pattern until you find out exactly how many ads you can have to show up per day.

Keep in mind that your limits can change. Monitor them regularly and check for your ads regularly.

3. Don't get slick and try to set up multiple PVA's from one location. The problem here is that even though you may be posting from different accounts, you're posting from the same IP address. Craigslist WILL notice and ghost your ads.

4. Play by the rules. Nothing irritates Craig more than someone breaking the terms of service. So, read them, know them, live by them.

I can say with pretty good certainty that if you follow these rules, you will have more success with your advertising than if you blast CL with multiple daily posts. Eventually, that kind of activity will catch up with you. Whether it be having your PVA banned, your IP address banned, your account blocked or your ads ghosted, Craigslist will notice and you'll lose out on a valuable advertising source for your community!

Morgan Oney, CAM

Communicate with your residents with stylish, affordable and interactive online and print newsletters at My Newsletter Connection! http://www.mynewsletterconnection.com

Changes Are A Coming!

Hey everyone!

I know, I know, I've been a bit MIA on the social networking side of things. Business has been incredibly busy and trying to juggle that with raising a family and being pregnant is not an easy task! I just wanted to let you all know that I'll be a bit more visible in the coming weeks as we have a lot of exciting changes and new services I can't wait to tell you all about!

Perhaps the most exciting change is a new look! I've been working day and night on redesigning our My Newsletter Connection site and I can't wait until it launches. In addition to the new look, there will be new services and better prices! So keep an eye out for that over the next week or so! :)

Take care my fellow apartment geeks! :)

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Wanna exit via the emergency slide???

I'm sure you've all seen the story about the Jet Blue flight attendant who got so stressed out by a customer that he creatively "exited" his job by going on a verbal rant on the plane's loudspeaker, grabbing a couple of beers and leaving the plan via the emergency slide. Ok, I have to say, I like his style. Who wouldn't want to quit their job by sliding down a fun inflatable slide? I think we have a lot to learn from him, and while I do admire his "cojones," I think most importantly, we can take this opportunity to learn how to keep from getting this burnt out ourselves.

Dealing with needy residents, grumpy maintenance men and pushy vendors on a daily basis certainly takes its toll. One minute it's the resident mad that you're about to file for their eviction, the next its your maintenance supervisor grumbling about having to shave his evergrowing beard. Then there's that vendor who just won't leave you alone about signing up for their services. Working in the leasing office, whether a manager or leasing consultant, puts us on the front lines to take constant abuse. I think its only natural that you're going to get burnt out. Afterall, there's only so much one person can take! So here are some tips to help you cope so that you continue to love your job and don't get tempted to pull a "Steven Slater!"

1. When you find yourself in a stressful situation, take a moment. If you have a resident in front of you going on and on and on, it's ok to excuse yourself for a moment to regroup. Take some time to go into another room, take a deep breath, and think about how you're going to handle the situation. If you don't take a moment, you could very well get into a heated argument with the person, saying things that you don't mean and making the situation even worse.

2. Pass it on. If you're in a situation that you feel is going no where, get someone else in your office to help you. There's no need to keep going back and forth with someone to no avail. Maybe your co-worker will have a fresh perspective on the situation and be able to handle it better.

3. Managers....watch your team! Keep an eye out for comments and actions that your team members may make indicating they're a little stressed. It's best to nip it in the bud rather than watch it escalate and make them unhappy with their job. If you notice someone's having an off day, have a talk with them, buy them lunch, do whatever you need to to get to the root of their issue so it doesn't consume them. People feel so much better when they know they have someone else in their corner.

4. Regionals and Managers...offer "time outs" for your team members. Maybe it's a trip for pedicures for your girls or a golf outing for your guys. Everyone needs a little break sometime, and when your team sees that you're looking out for them and willing to help out, it will do wonders for your team morale!

Anyone else have any more suggestions? Post your comments for the rest of us to see!

Morgan Oney, CAM
www.getmoreleases.com Unique, risk free advertising for your community!

Get your residents together on a budget!

Getting your residents together for a special event is a fantastic resident retention tool. Not only does it show your residents you care about them by showing them a good time, it also gives them an opportunity to socialize with their neighbors and form a bond with your community. Holding regular resident events is a crucial tool to making your residents stay put!

So what happens if you're managing a property that's a bit low on funds? No worries! There are lots of things you can do for your residents that cost little to nothing. Here are some great ideas to help you stay connected with your residents on a budget!

1. Utilize what you have! More than likely, your community offers a wide range of amenities. Take advantage of that and host some events using those features. Some examples include:

-Fitness Center-hold group fitness classes, nutritional counseling, weight lifting contest
-Business Center-resume writing course, job loss support group, computer program workshops (like how to learn Excel, Power Point, etc.)
-Car Wash-The obvious-resident car wash!
-Pool-The obvious-resident pool party!
-Sports Courts/billiards-form basketball, tennis, volleyball leagues, competitions
-Common grounds-host resident yard sale, pet parade, children's bike parade
-Lake-Fishing outing, "green team" grounds clean up, nature walk
-Cinema-host regular movie nights for adults and kids, show special events like awards shows and big games

2. Talk to your vendors. Most are willing to donate gift cards and other items that you can offer your guests as door prizes.

3. Check out local restaurants. For a little bit of advertising, many local restaurants will be willing to donate or deeply discount food for your resident events.

4. Contact local home based business reps. There are so many great home based businesses out there that are of interest to lots of groups of people. The representatives of these businesses would love an opportunity to show their product to your residents. Most will do it for free and show them a great time! Some great ones include:

-Creative Memories-scrapbooking
-Mary Kay, Avon-make up and skin care
-Lia Sophia, Premier, Silpada-jewelry
-Pampered Chef, Tastefully Simple-cooking
-Uppercase Living, Southern Living-decorating
-Usbourne Books, Discovery Toys-children's products
-Scentsy, Partylite-candles
-Tupperware-storage containers

5. Organize nights for interest groups. There are so many things out there that people love to do in their free time, and more importantly, they love to do it as a group. Give your residents, and even outside members of your community, a place to come together to do what they love. Ideas include book clubs, scrapbooking clubs, knitting clubs, painting clubs, Bunco group, playgroup...the possibilities are endless!

6. Create a neighborhood watch group. While it doesn't sound very exciting, it's a great way to bring your neighbors together. Enlist your local police department for help-they'll conduct seminars for your residents for free!

7. Resident night out! Check with your local movie theathers, bowling alleys, fun parks, etc. to see if they'll offer a special discout to your residents on a particular night. Your residents can get out, enjoy the special rate, socialize with their neighbors, and best of all, it didn't cost you a dime!


If you have any ideas on hosting a resident event on a budget, leave a comment!

Morgan Oney, CAM
www.getmoreleases.com Online advertising with no set up fees, no lead fees and no monthly fees!

Give your residents and prospects a big K.I.S.S.

Tell me what's wrong with this scenario.....

A leasing consultant just showed an interested couple a model apartment and they're very excited about picking out their actual new home. The leasing consultant sits down with them and says,

"Ok, let me take a look at my detail here.....hmm....ok, it looks like I have a B1V in what we call building 2, which is really 1700 Shady Lane, on notice for August 2nd, but the cleaner, painter and maintenance will have to go in, so maybe we can schedule a move in for August 5th."


Some of you may be saying to yourselves that nothing's wrong. Sounds just like a conversation you have with your prospects every day. Well, here's the thing....this leasing consultant has given them way too much information, included terms they don't even know and taken away their initial excitement for the community! Sometimes we get so caught up in our jobs and don't think about little things like that. We know what we're talking about, but it doesn't mean the person on the other end of the conversation will. A better response for that leasing consultant would have been...

"Fantastic! I see we have a beautiful 2 bedroom home in the Magnolia plan that you just saw that will be available for you to move into on August 5th! It's on 1700 Shady Lane, a popular building with views of the lake!"

See how much better that sounds? The leasing consultant has given all of the same information, yet kept it simple and exciting for the prospect!

K.I.S.S. is something I learned on Day 1 of my first Journalism class in college. It stands for Keep It Simple Stupid. We have a tendency to overthink and overspeak all of the time. But sometimes we have to remember that the person on the other end of the conversation doesn't need to know everything. Sometimes offering too much information or information they're not clear on can just make the real facts get lost in translation. You can apply this rule to every aspect of your job, whether it be dealing with prospects, residents, vendors or co-workers. Think of it when you're on the phone, when you're writing resident communication or when you've got someone sitting in front of you. I guarantee you it's a tactic that will never fail!

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Responding to leads...Leases are walking away!

I noticed throughout my time on site that so many leasing consultants don't respond to leads properly. More than likely, it's lack of training and lack of experience. Lucky for you, both of these situations can be easily overcome!

I recently conducted a little experiment and emailed 10 properties with the same question...."how much are your 2 bedroom apartments?" Here are the responses I received....

4 properties responded simply with their price. That's it! No introduction to their community, no offer for a tour, nothing!

3 properties responded with a good response-introduction to their community, photos, invitation for a tour, etc.

3 didn't respond at all!

So that means 70% of the properties I contacted pretty much let me walk away. Here I was, for all they know, a perfect prospect. I'm already interested in the property because I took the first step to contact them. The rest was in their hands and they blew it!

I don't want you to blow it! Here are a few tips to follow when responding to email leads. Follow these with EVERY SINGLE lead you get and I guarantee you'll see an increase in your leasing!

1. Have a general response already prepared that you send to every prospect. The response should be informative, descriptive, inviting and most of all, grammatically correct! And don't forget to use spell check! Make the prospect feel as if you're genuinely happy that they've contacted you and you're excited to help them find their new home. This is a great place to highlight specials, however, if you have a community on the high side for rent, I don't recommend including it right up front unless a prospect specifically asks. Let them fall in love with your community before they see the price so that they can appreciate everything they're getting.

2. Send them a copy of your e-brochure or if you don't have one, create an Information Guide to attach to your emails. Your Information Guide can be written in Word form and saved as a PDF so that anyone should be able to open it. You can include anything you'd like that will help the prospect learn about your community without actually visiting. I usually make my Information Guides like this:
Page 1. Introductory letter to the prospect, thanking them for inquiring about the community, describing the community, and inviting them to learn more.
Page 2. Create a photo collage of your community. The more photos, the better! A picture is worth a thousand words.
Page 3. Create an informative, descriptive and unique guide to the features and benefits of living in your community. Use your imagination and creativity when formatting your list!
Page 4 (more if needed). Include floor plan images. Under the plans, talk about the unique features of that plan and what makes it special.
Page 5. Create a list of the top 100 reasons to live in your community. I love this one!
Page 6. At the end of your guide, include your rental application and rental criteria.

3. Ask every lead when they're available to come in for a tour! You want to seem approachable. Sometimes people are shy and don't know the procedures for renting an apartment. Make them feel comfortable and lead the way. This is your first opportunity to create a rapport with them.

4. Follow up with everyone! Within 24 hours of their first contact, follow up and ask them if they have any questions about the information you sent and see when they're available for a tour. Treat them just like a traffic that's already walked through your door-follow up until you have a result! They already like your community-don't stop until they lease with you or tell you they've leased somewhere else!

I hope you find these tips helpful. You have someone whose already interested in your community by the time they contact you. Take advantage of that! Don't let another lease walk away from your community!

Morgan Oney, CAM
www.getmoreleases.com No set up fees, no monthly fees, no lead fees! Only pay for success!

I'm Back!

Hey all!

After a brief hiatus.....I'm back! Sorry to those of you who were enjoying my blog. Life just kind of got in the way! To sum it all up-I'm pregnant-Yay! But I'm also very sick-Boo! I have a condition called Hyperemesis, which is essentially severe nausea and vomiting in pregnancy. I've been pretty much tied to my couch and have done only the bare minimum needed to keep things afloat up until this point. Luckily, things are getting much better, so be on the lookout for new posts, tips and tricks on surviving the apartment industry soon!

-Morgan

Will you be remembered as the smelly kid?

I've done a fair amount of property shopping in my days and the one thing that always turned me off from an apartment was the way it smelled. There are far too many apartments out there that smell like cigarette smoke, cooking odors, pet waste, cleaning products and just plain yuckiness (I made a new word!) for me to count. Come on people....it doesn't take a rocket scientist to know that these are huge turn offs for people. Apartments need to be inviting and there's just nothing inviting about any of those odors. I have a few thoughts on where most managers go wrong and what they can do to make a "fresh" start!



First there's the obvious...we've got to get these apartments smelling better! Here are a few things to keep in mind about some particular odors...



Pet waste-this is a huge hot button of mine. I personally don't have pets, so I'm extremely sensitive to the smell of pet waste. This was always a positive thing for me when I worked on site because I was able to identify problem odors better than some of my pet owner co-workers were able to. For people that don't have pets, smelling the "leftovers" of someone else's is a huge turn off. I know it may sound extreme to some people, but my rule of thumb was always to replace any carpet that had pet waste in it. I don't care if there was one little pee spot, it needed to come up. In addition to replacing the carpet, the padding also needed to be replaced and the subfloor needed to be treated. A huge misconception among residents with pets was that if their dog piddled on the carpet and they cleaned it up, they were fine. They didn't often realize what was going on underneath that carpet and that those odors were getting trapped. To keep pet owners from being outraged at carpet charges when they move out, be up front with your expectations from the beginning. Tell them that pet waste is not acceptable and any evidence of pet waste will result in the carpet being replaced. Just be sure when you're evaluating an apartment for pet waste that you use the proper methods and get a third party opinion for all replacement decisions.



Cigarette smoke-again, something non-smokers don't want to smell! Please be sure that you've taken every measure possible to rid your apartments of cigarette smoke. Use an ozone machine, repaint, do extra cleaning and replace flooring if necessary. Remember, these are typically all costs you can pass along to your residents in most cases as smoke is not normal wear and tear.



Cooking odors-same as smoke....if we didn't cook it, we don't want to smell it! A savory curry meal may be delightful to some, but it personally makes me want to toss my cookies!



Cleaning products-so I know we have good intentions of getting our apartments spic and span, but sometimes there can be too much of a good thing. Cleaning products often leave behind strong odors, particularly oven cleaners and bathroom products. When possible, try to purchase products that have a pleasant scent. Also instruct your service team to open windows and turn on fans for good ventilation.





Once you've tackled certain odors, there are several steps you can take to get your apartments smelling appealing and keeping them that way.



First, use some sort of air freshener in all of your apartments. Be sure to use a welcoming scent that appeals to everyone, like apple cinnamon or vanilla. You have several options here, including plug ins, carpet powder, room spray and what you choose will likely depend on how long you expect the apartment to be vacant and how much time you have to maintain it. My personal favorite form of air freshener is an air filter scent packet. These are placed on the air filters and the scent is distributed evenly throughout the unit. These last long and are low maintenance!



Second, get a second opinion! Now, I'm sure there are exceptions, but for the most part, many of the maintenance guys I've worked with over the years are oblivious to bad odors! Many of them smoke themselves, so cigarette smoke doesn't phase them. In fact, many of them are stinky themselves! :) So, I encourage you to have a second "nose" on hand after each move out to assess what problem odors are around and help decide what needs to be done to fix them.



Third, walk your vacants regularly! I know it's a pain in the butt, but it's critical to maintaining your community. There are many other benefits to walking your vacants regularly, but for the purposes of this discussion, it really helps you keep on top of problem odors and keep your apartments smelling as fresh as daisies!

Finally, and this is a big one...DON'T SHOW A SMELLY APARTMENT!!!! You only have one chance to make a first impression. There's absolutely no reason to have that first impression be a negative one. You don't want the prospect remembering your community as the stinky one! No one wants to be the smelly kid!!!

Morgan Oney, CAM

We can help your community get more leases! www.getmoreleases.com

5 Types of Identity Theft

By now, every adult should know that identity theft is the fastest growing crime in America. It has become an epidemic, leaving everyone at risk, including children, adults, the elderly, those with good credit, bad credit, or no credit. And, to make matters worse, most people do not know if their identity has been stolen.

The biggest misconception is that identity theft only affects or involves your credit. If you, too, believe that identity theft only affects or involves your credit, then you might want to keep reading.

In addition to credit related identity theft, there are at least four other categories of identity theft that will not necessarily affect your credit, but can ruin your life. The following are real life stories.

1. Character identity theft. Someone impersonates you and commits a crime in your name resulting in warrants issued in your name, arrests made, and time spent in jail.

Donna has been impersonated by her sister for many years. Unfortunately for Donna, her sister has an extensive criminal record. In order to clear her name, Donna has had to hire an attorney. She has been told that once your name is associated with a crime, it can never come off.

Someone with a criminal record stole Harry's wallet. Unbeknownst to Harry, the thief then committed several crimes in Harry's name. Unfortunately, this criminal activity was entered into the database of a background check company that provides data to potential employers. Harry lost his job and has been unable to find work because of the false information.

Three years ago, Jane's purse was stolen by someone she knew. The identity thief bought a car with Jane's ID and committed other crimes in Jane's name (writing bad checks and burglary). No one in law enforcement believes Jane when she says she is not the criminal, not even the District Attorney who is charging her with the crimes.

John, a man from San Diego, traveled to Mexico to visit his relatives. On his way back home, he was stopped and told that there was an arrest warrant issued in his name. Apparently, someone had been committing crimes in his name and using his Social Security number. John was arrested and taken to San Francisco where he spent 10 days in jail. After finally convincing a police office that he was not the criminal, John was released and left stranded without any money.

2. Social Security Number (SSN) identity theft. Someone steals your SSN and obtains employment in your name. The thief's employer reports wages earned to the IRS under your SSN leaving you to pay income taxes on these earnings. Further, an identity thief's use of your SSN can cause you to lose life sustaining benefits.

Paul received a letter from the IRS stating that he had earned additional income in 2003. Paul never earned this additional income. An identity thief used Paul's SSN and earned wages in Paul's name. Now Paul's credit is ruined, and the IRS wants to be paid.

Alex lost his wallet, and he never bothered to report it to the police. In 2005, he filed his tax return and expected a refund. Instead, he received nothing. The IRS withheld his refund check to pay off back taxes he owed from 2002. Apparently in 2002, someone had used Alex's SSN to earn wages in Alex's name. This "unreported income" left Alex with a $9000 tax bill.

Someone has been using Mary's SSN to earn wages. Mary, who had been receiving AFDC (Aid to Families with Dependent Children) benefits, lost her benefits because income records show her as having a salary.

Jack applied for unemployment benefits, but he was denied because records showed that he was actually working. Apparently, someone in another city had been using his SSN to earn wages in his name. Jack was told that he had to prove that his identity had been stolen.

3. Medical identity theft. Someone steals your identity and either obtains medical insurance in your name or uses your current medical insurance policy to obtain treatment or prescriptions. You can be denied health coverage or lose your current health coverage because of false information placed in your medical record.

An identity thief received treatment for an injury to his hand using a stolen identity. Now, the identity theft victim has been receiving letters demanding payment for drugs and services rendered to the thief.

4. Driver's license identity theft. Someone commits traffic related offenses in your name. When the identity thief fails to appear in court, warrants are issued in your name.

In 2003, Alex's driver's license was revoked because he had another driver's license in another state revoked due to criminal charges. In addition, Alex had warrants out for his arrest in the other state. After about a year of working to clear his name, Alex's driver's license was reinstated.

An identity thief with a poor driving record obtained a copy of Sara's driver's license. Now, because of the identity thief's poor driving record, Sara's license has been suspended, and she is in danger of losing her auto insurance.

5. Credit identity theft. Someone uses your information to obtain loans, goods, or services and does not pay the bills. The accumulating unpaid bills end up going to collection, which can affect your credit.

For over six years, Kate has been a victim of identity theft. Even a fraud alert placed on her credit report has not stopped the identity thief. As a result, Kate can not purchase a home because of bad credit.

An identity thief wrote bad checks and opened several credit card accounts in Erica's name. Consequently, Erica's application to open her own bank account was denied. Erica has had to hire an attorney to clear her name. This has cost her over $4,500.

So, you can see that once an identity thief has your identity, he/she can do just about anything including ruining your life. Don't think you are immune. According to the Identity Theft Resource Center, there have been at least 111 disclosed incidents of data breaches since January 2005 that could potentially expose 53 million individuals to identity theft. This number is steadily increasing. Further, according to the FTC, over 27,000 people per day have their identities stolen in America.

Your information is not safe. As long as others (employers, credit card companies, medical facilities, etc.) have your private information, you are always at risk for identity theft. All it takes is for an employer to lose your information or give it away or one person/employee to steal the information. A cellular phone company experienced just that when employees used customer data to create fraudulent accounts. The bogus accounts were used by the thieves and their friends to ring up thousands of dollars in calls.

When it comes to protecting your identity, being proactive is the only practical way to go to avoid the frustration, time, and expense of restoring your identity and name. Some things you can do to prevent identity theft include not giving out your personal information, shredding unwanted mail, and not carrying your SSN card with you. Also, continuous credit monitoring is an easy, effective and often inexpensive way of keeping an eye on your credit at all times to help prevent credit related identity theft.

Nicole K. White, Esq., an attorney and an identity theft consultant, established Kinsey Law Group, P.C. to help consumers resolve their financial matters in the areas of Consumer Law (consumer disputes, credit report errors, debt collection abuse/harassment, debtor defense in debt collection suits, and identity theft), Estate and Health Planning (wills, living wills and advance directives, burial directives, powers of attorney and trusts), and Guardianship Planning for Minors. To learn more about how consumers can protect their finances, visit http://www.kinseylawgroup.com/. Copyright © 2006. Article Source: http://EzineArticles.com/?expert=Nicole_Kinsey_White

A Sense of Ownership-The Ultimate Job Security Tool

Do you own the property where you work? I bet 99% of you said "no." If you're among that 99%, then listen up...by the end of this post, your answer will be "yes!"

To have a successful career in property management, you have to think like an owner. You have to treat the property you manage like it's your own and invest yourself in it wholly. When you create a sense of ownership, you think on an entirely different level about things than you would if it were just a "job."

So just how do you do that? Well, put yourself in their shoes. When you're dealing with money, pretend every penny you have coming in and going out is yours. I'm sure you don't like to see money going down the drain when it's coming out of your bank account! When you're dealing with maintenance, pretend the issue at hand is in your very own home. If it were your toilet running all the time, I bet you'd be quick to fix it! When you're dealing with time in the office, put in the hours necessary to do the job, even if it means going above and beyond your scheduled 40 hours. I bet if it were your business, you'd stay late if it meant you scored a new lease out of the deal!

So what's in it for you? I'm sure you're saying, well why should I stay late or why should I worry about padding my owner's pockets? Well, for starters, there's job security! A successful property means you still have a job! But more importantly, there's career security. You're creating a meaningful career for yourself. You're managing a successful property, which believe me, won't go unnoticed. You'll find yourself being rewarded for your new way of thinking in the form of promotions and pay raises. That will in turn give you great satisfaction and you'll absolutely love your career and going to work every day.

So the next time the phone rings or a person walks through your doors, I challenge you to put on your "owner hat" and handle the situation from their perspective. See how good it feels to have a sense of ownership of your property and see how successful you become because of it!

What Will You Do to Keep Your Residents?

I had a very interesting experience with my television provider last week. I was having an issue with my equipment and they weren't handling it in a way that I felt was appropriate. I became so upset at one point that I asked to speak to a manager. Unfortunately, that person was also of no help. By this time, it just wasn't worth my time to keep arguing and I came out with the ultimate threat...."if you don't take care of my requests, I'll find another provider." To which they replied, "We wish you all the best!" I was shocked they didn't care about me as a customer, so surely I thought my business would be better appreciated elsewhere. I immediately asked to be connected with the cancellation department. A very nice gentleman got on the phone and the first thing he asked me was why I was cancelling. I described my issues and the technical support team's unwillingness to handle them to my satisfaction. He apologized and asked what it would take to keep me as a customer. I told him I would like my issue addressed, and not only did he take care of my problem, he gave me a 1 month credit on my bill! I was very impressed at their willingness to keep me as a customer.

Resident retention is one of the most important parts of your job as a multifamily professional. Contrary to popular belief, keeping the residents you have should take a higher priority over getting new leases. To accomplish this, take a lesson from my television company...go above and beyond to exceed expectations.

Here's my challenge to you...

Anytime a resident has an issue, ask them what they would like for you to do to take care of it. Then, once you've handled it, do something else to go above and beyond their expectations to "wow" them. It could be a small issue or a large one, let the scale of the problem determine what extra thing you do. For example, for ordinary maintenance requests, they expect you just to come in and fix the problem. But after you do so, how about leaving a small gift behind to let them know you appreciate them? You could leave a bag of microwave popcorn that says "we popped in to fix your problem," or a handwritten note apologizing for the inconvenience. For larger issues, like an ongoing problem with noisy neighbors, send a gift certificate for a massage saying "we're sorry for the stress your neighbors have caused you, please go de-stress on us!" Little things like this will go a long way in letting your residents know you appreciate them and will entice them to stay in your community for as long as they can. Should they ever move to buy a home or relocate to a new area, they'll always have a positive impression of your community that they'll pass along to family and friends.

Let me know if you've accepted this challenge! I'd love to hear about all of the unique things you do to go above and beyond your resident's expectations!

Morgan Oney, CAM
For a great resident retention tool, check out the online resident newsletters at www.mynewsletterconnection.com!

Help Haiti!

On January 12, 2010, a massive earthquake struck the nation of Haiti, causing catastrophic damage inside and around the capital city of Port-au-Prince. President Obama has promised the people of Haiti that "you will not be forsaken; you will not be forgotten." The United States Government has mobilized resources and manpower to aid in the relief effort. Here are some ways that you can get involved.

Donate

• Contribute online through ClintonBushHaitiFund.org.
• Text “QUAKE” to 20222 to charge a  $10 donation to the Clinton Bush Haiti Fund (the donation will be added to your cell phone bill).
• Find more ways to help through the Center for International Disaster Information.

Get Information about Friends or Family

The State Department has several resources for inquiring about the welfare and whereabouts of friends and family in Haiti:

• To Ask For or Provide Information About U.S. Citizens in Haiti:
  • Email the Task Force at Haiti-Earthquake@state.gov OR
  • From the U.S. or Canada, call 888-407-4747 (Other countries, call 202-501-4444)
• For U.S. Citizens in Haiti Seeking Assistance or Reporting Their Status/Whereabouts:
  • Email the Embassy at ACSPaP@state.gov OR
  • Call the Embassy's Consular Task Force at 509-2229-8942, 509-2229-8089, 509-2229-8322, or 509-2229-8672
    

When contacting any of the numbers or using the emails above, please include the following information:

• The full name, date of birth and passport information (if known) of the persons in Haiti you are trying to contact.
• Their contact information in Haiti; telephone numbers, email address, hotel name or address (if known)
• Your name and contact information, and your relationship to the person in Haiti (parent, spouse, friend etc.)
• Any special or emergency circumstances.

For All Nationalities and Locations

For more information about locating friends and family members, visit the State Department's Haiti Earthquake website.

The Federal Response

Check out the links below to find out how each federal department and agency is responding to the earthquake in Haiti.

• U.S. Agency for International Development
• The Department of State
  • U.S Embassy in Haiti
  • Anbasad Amerikèn, Pòtoprens, Ayiti
  • Ambassade des États-Unis, Haiti
• The Department of Defense
  • U.S. Army
  • U.S. Navy
  • U.S. Air Force
  • U.S. Marines
    
• The Department of Homeland Security
  • U.S. Coast Guard
• The Department of Health and Human Services
  • Centers for Disease Control and Prevention
• The Federal Communications Commission
• The Department of Interior
  
• U.S. Office of Personnel Management

 

TODAY ONLY Get our blogging service for only $20/month!

It's the 20th of the month, so we've decided to be a little crazy and offer our blog service for only $20/month for all new accounts that sign up today! Get a professionally designed and maintained blog for your community for this awesome low price! Blogs are a great way to have an extra footprint on the web! Learn more about our service at www.getmoreleases.com. To sign up, email us at info@triangleapartmentconnection.com! And remember, we don't have contracts, so it's totally risk free to give us a try!

Kids & Pets...Get Them to Like You & Their Owners Will Too!

The way to the heart of virtually any person is through their pets and/or their children. Just about everyone has one or the other and they all value them like no other. It's a widely known fact that's often overlooked, however, it's a golden opportunity for you and an easy one to take advantage of.

As a parent myself, I make it a point to do most of my business at places that are child friendly. My automobile service department has a playroom, my coffee shop has a kiddie corner, the restaurants I frequent have kids menus & crayons, etc. There are so many things you can do to make your community child friendly, both for your residents and for your prospects. Here are a few of my favorites:

-The obvious-have child friendly snacks on hand. Cookies, crackers and gummies are great and relatively inexpensive. In addition to the bottled water and coffee bar, also have juice boxes available for the kids.

-If you have space, make a kid's corner in the clubhouse. For under $200, you can get a small table and chairs, coloring books, crayons, blocks and other small toys to keep kids occupied while their parents take care of business. It's a small investment that will go a long way.

-In the summertime, keep Popsicles on hand to give to kids at the pool.

-Establish a relationship with some local restaurants and offer to print their kids menus for them if you can put your logo on it. You can include artwork for the kids to color and give the restaurant some crayons with your label on them if they don't already have them. It's pretty inexpensive and easy to come up with. The parents will be sure to notice your community sponsored their children's entertainment!

-Organize a playgroup for your residents. Parents of small children relish any opportunity for adult interaction and often seek out playgroups. They'll love having one right in their neighborhood...it's convenient, plus a great way for them to meet their neighbors!

-For every adult oriented resident function you hold, be sure to hold one that's kid friendly as well. An arts and crafts party, pajama party, pizza party, movie night and dance party are all big hits!

-If you have a TV in your office, be sure to know the child friendly stations. If you have a DVD player, keep kids movies on hand. Each time a parent of small kids has to come in to do some kind of business, offer to turn on a show for the kids. TV is a great way to keep kids occupied when parents need to take care of business.


For people who don't have kids, pets are their babies. Here are some great ways you can cater to the four legged babies in your neighborhood!

-Keep doggie treats on hand in the office. Be sure to have ones appropriate for both large and small dogs.

-When a new resident with a pet moves in, tailor their move in gift to be pet related. Include doggie waste bags for easy poop pick up. It's a win win for everyone!

-If you have space, create a dog park. Since dogs can't be unleashed in a community, this is a great way for them to be able to let out some steam.

-Pet waste stations around your community are a must. It encourages pet waste pick up and is a great convenience for the pet owner.

-Host pet playdates. People love an opportunity to take their pets anywhere outside of the house!

-Create a photo board of "Our Favorite Four Legged Residents" and display it in the office. No Fair Housing violations here! Residents will love seeing their pet's photo on display for everyone to see.

-Host community events like obedience classes & vaccination clinics. It's great exposure for your community to get their name out there, plus your residents will love the convenience of not having to go far to take advantage of these services.


Morgan Oney, CAM
www.getmoreleases.com & www.mynewsletterconnection.com

Get a Maintained Community Blog for Only $25/mo!

Get More Leases is offering a fantastic special on it's blog posting service!  Now you can have a blog for your community with weekly posts for only $25/month!  Blogs are a fantastic tool for search engine optimization!  They give your community additional presence on the web and you can link back to your social networking pages and website.  They're also a great tool to keep your residents and prospects informed about community events and happenings!  To learn more about our blog service, visit www.getmoreleases.com.  Low price and no risky contracts, so give us a try!  To get started, email us at info@triangleapartmentconnection.com!

What I'm Working On...

As many of you may have noticed, I've been a bit absent from the "scene" lately. :) But that's not to say I haven't been busy. In fact, I've been busier than ever! We have more clients than ever and lots of new projects and ideas in the works. The next few weeks I'll likely be working under the radar as I work on all of the new things we have planned for 2010. Here's a sneak peak...

My Newsletter Connection

-We're working on the addition of Realtor Newsletters to our services. These newsletters will be a great way for real estate agents to keep in touch with their prospects, current clients and former clients and will be a fraction of the cost of traditional paper newsletters or even a website!

-We're adding new features to our newsletters, including an interactive game section, social networking links, bookmarking links, service request forms and more!

-We are adding new design templates, including a seasonal template that will change every 3 months and will have a theme related to the current season. We are also adding the option for a custom designed template!

-Our current clients will enjoy some new process changes, including later deadlines, earlier publication, and we're doing away with our late changes fee!

-Finally, we're dropping our prices! That's right, we're giving you more and charging you less! We're also increasing the discount we give to multiple property clients.

Get More Leases

-We're also dropping our prices! Now our services will be more affordable than ever!

-Since we value the importance of blogging so much, we're featuring our blogging service for the next couple of months. For only $25/mo, you can have a blog designed for your community and have it updated and bookmarked once weekly, greatly increasing your exposure on the internet!

So that's it in a nutshell! Keep checking back to see what we're up to. You can join our email list to the right to be notified when all of our changes take place!