This week, we turned the floor over to our #AptChat participants. You chose the topics and asked the questions.
And you did well!
The chat touched on resident-related challenges, as well as exciting vendors and marketing ideas; these are the highlights. (Click on the links to jump straight to a specific question.)
- Everyone hates having to re-explain their issues to customer service. What are ways to take the pain out of getting to a resolution?
- What local sites are you using/watching to build community for your property? Anyone using sites like @Nextdoor or @everyblock?
- What is one vendor/technology/marketing idea you’re most excited about right now? (Go ahead, give us your best marketing pitch!)
Everyone hates having to re-explain their issues to customer service. What are ways to take the pain out of getting to a resolution?
@AptChat looking at the customer and telling them you can absolutely help them with their situation. Do not be defensive be a problem solver
— Tami Stertmeyer (@tami_stertmeyer) March 29, 2016
@AptChat being able to promise the customer a call back time, collaborate with their PM and then deliver the resolution.
— Tami Stertmeyer (@tami_stertmeyer) March 29, 2016
@AptChat @mbrewer Good question! Seems like LC are 1st responders w/no power. Empower them to at least get an answer to customer. #AptChat
— Mindy Sharp (@MsMin) March 29, 2016
@MsMin @AptChat @mbrewer So true! Make the LC process easy. Don’t make them put it on a post it bc the process is hard. #AptChat
— Danielle C. Noel (@daniellecnoel) March 29, 2016
A1: Utilize better resources. Online service request/chats/emails. As a res don’t make them explain the prob 20x. #AptChat
— Danielle C. Noel (@daniellecnoel) March 29, 2016
@daniellecnoel Are there online chat tools that can share info with maintenance requests? #AptChat
— Apartment Chat (@AptChat) March 29, 2016
@AptChat @daniellecnoel Not sure it’s easy, but some chat tools allow you to email the conversation after the fact. #Manualprocess #AptChat
— RokitNow (@RokitNowInc) March 29, 2016
@RokitNowInc @AptChat Better than nothing!! But the agent should be able to put in a serv req as they are chatting! #AptChat
— Danielle C. Noel (@daniellecnoel) March 29, 2016
@AptChat Listen. Communicate. Hell, over communicate. #AptChat
— Danielle C. Noel (@daniellecnoel) March 29, 2016
A1: A CRM tool that allows customer service to see history is an absolute must and it must be easy for agents to view that history #AptChat
— RokitNow (@RokitNowInc) March 29, 2016
What local sites are you using/watching to build community for your property? Anyone using sites like @Nextdoor or @everyblock?
A2: One thing we’ve done is get a lot more focused on local action on IG – hashtags, locations, popular IGers, etc. #AptChat
— Mike at 30 Lines (@30lines) March 29, 2016
@daniellecnoel @artchickhb @jasminemarkets @leftnwrite08 Can’t be salesy at all, just show you know the market & the neighborhood. #AptChat
— Mike at 30 Lines (@30lines) March 29, 2016
@30lines @artchickhb @jasminemarkets @leftnwrite08 Def! It should be event posting, local business recommendations, etc. #AptChat
— Danielle C. Noel (@daniellecnoel) March 29, 2016
@AptChat Never underestimate local coffee /brewery bulletin boards!
— Dallas Sky Lofts (@DallasSkyLofts) March 29, 2016
What is one vendor/technology/marketing idea you’re most excited about right now? (Go ahead, give us your best marketing pitch!)
A4: #ShamelessPlug #Biased Texting with prospects so they can text with the leasing staff using they same number they call 🙂 #AptChat
— RokitNow (@RokitNowInc) March 29, 2016
A4: Also love the idea of using bluetooth beacons. Would be cool during a visit to push info to a phone without an app installed #AptChat
— RokitNow (@RokitNowInc) March 29, 2016
Not a plug for Realync – video is hot. With how integrated it is on social media, video is key for reaching consumers @AptChat #aptchat
— Realync (@ReaLyncApp) March 29, 2016
@AptChat KNOCK RENTALS! Love their product – it’s like Open Table for apartments and that’s just the start. #aptchat
— Heather Blume (@artchickhb) March 29, 2016
A4: @GetG5‘s full suite of apartment marketing services including optimized websites #aptchat#shamelesspromopic.twitter.com/cVUv0aPJHM
— Nicole Mintiens (@Nicole_Mintiens) March 29, 2016
Our next #AptChat will be Tuesday, April 5, 2016 at 12 pm Eastern. In the meantime, be sure to sign up for #AptChat updates to get these recaps and more delivered straight to your inbox!