Marketing should be a team sport, so to speak. Your strategies and campaigns shouldn’t be developed without input from on-site teams, who are your eyes and ears at a property.
What they see and hear can not only improve your resident communication and customer experience, it can also give you loads of great content ideas. For tips about engaging your on-site teams, check out our latest #AptChat; these are the highlights. (Click on the links to jump straight to a specific question.)
- Q1: Maintenance teams are often the most visible staff on-site. What are some ways to keep them aware of current marketing/events?
- Q3: What are some ways to incorporate your marketing into regular maintenance workflows and resident communication?
Maintenance teams are often the most visible staff on-site. What are some ways to keep them aware of current marketing/events?
Communication is key! Holding daily team meetings & making sure all on-site staff are aware & in tune w/ marketing campaign/event. #AptChat
— Lawson Realty (@LawsonRealtyCo) September 26, 2017
Awesome method of building that culture & to create an enjoyable environment for the staff to work in! Loving work = better product 👍
— Lawson Realty (@LawsonRealtyCo) September 26, 2017
The Daily Huddles have been great for us. We recently had a company event at the horse races to celebrate! pic.twitter.com/QO8WQtKfp3
— millsapartments (@millsapartments) September 26, 2017
Maintenance needs to be invited to sit at the table w/marketing & ops. Weekly meetings, strategy sessions. They’re the eyes & ears. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
So many benefits here, including employee retention – people are more likely to stick around if there is a great team atmosphere! #aptchat
— Jordan Easley (@Uncle_Doodah) September 26, 2017
I always include maintenance in sales contests & incentives. If they don’t keep the prop looking great, my teams can’t sell #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
They need to be trained & educated in regards to basic marketing strategies/content creation & aware of company’s marketing goal. #AptChat
— Lawson Realty (@LawsonRealtyCo) September 26, 2017
A2: What questions are people asking (whether residents, prospects, vendors)? Answer those questions by turning it into content. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
Good leasing folks put notes on guest cards or into the lead mgmt system. Look there for content opps. If not start documenting it. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
And show them how THEIR job could be easier if residents had that content, so they are motivated to look for those opportunities #aptchat
— Jordan Easley (@Uncle_Doodah) September 26, 2017
Some of our clients work w/ maint. to record how-to videos for residents – e.g. how to clean appliances, dispose of trash, etc #aptchat
— Jordan Easley (@Uncle_Doodah) September 26, 2017
Love it! We’ve seen fun videos for student housing, too – What not to put in the garbage disposal, How to do laundry, etc. #AptChat
— Apartment Chat (@AptChat) September 26, 2017
Can never be too careful with students. Those how to videos are invaluable to many residents! https://t.co/lXTI1ywbh6
— Realync (@RealyncApp) September 26, 2017
Love this! “how to” videos can really reduce maintenance/work orders, too. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
Speaking of the maintenance teams: Look at work orders & service requests to see common themes/issues – develop content around that.#aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
What are some ways to incorporate your marketing into regular maintenance workflows and resident communication?
Easy one to automate: Send an email after every completed asking for a review. Give a direct link to Google/AptRatings. #AptChat
— 30 Lines (@30lines) September 26, 2017
Don’t hide the maint team.Bring them 2 the forefront. They prob interact w/residents more than mktg/ops. Introduce prospects to them#aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
And use the maint. team to deliver your mktg message – they can easily leave goodies/msgs in apts upon work order completion. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
Yes – sometimes it’s a simple as leaving branded property swag (mugs, tumblers) or even just candy w/a note. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
One left candy bars wrapped to look like $100 bills w/a note about increased resident referral fees. Got the word out, for sure. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
Would be AWESOME if the maint team got a budget and could personalize what they leave in the apt based on resident’s likes/interests#aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
Having a friendly maint squad as well. Making sure they’re always saying Hi & speaking to residents about ongoing campaigns/events. #AptChat
— Lawson Realty (@LawsonRealtyCo) September 26, 2017
Yes! Residents have to trust that service team. I mean, they let them into their homes unattended. That’s huge. #aptchat
— Kristi Fickert (@Marketing_Mommy) September 26, 2017
.@mbrewer loves looking for opportunities to “do one more thing” – “Hey, I fixed the sink *and* washed your dishes for you.” #AptChat
— Mike Whaling (@mwhaling) September 26, 2017
Use video to introduce your maint team to new residents! Send them how-to videos to make the first few weeks smoother #aptchat
— Jordan Easley (@Uncle_Doodah) September 26, 2017
Per @Marketing_Mommy‘s comment, this can help make them feel more comfortable letting maint into their apartments unattended #aptchat
— Jordan Easley (@Uncle_Doodah) September 26, 2017
Some pretty big changes are coming to #AptChat! To get the inside scoop, be sure to join our Facebook group.
Our next #AptChat is slated for Tuesday, October 3, 2017 at 12 pm Eastern. In the meantime, be sure to sign up for #AptChat updates to get recaps and more delivered straight to your inbox!