Communicating….do you spread disease?

The word com-mun-i-cate is a verb listed in Webster’s dictionary as 1. To make known; impart, and 2. To spread as a disease! How true is that literal sense? When we don’t take the time to communicate well with others, how quickly does that “mis” disease spread…misunderstanding, misinterpretation, misconception, mistakes!

Here are ten efforts for building strong working (and personal) relationships and help fight the “mis” disease:

1. Respond to requests by emphasizing what you can do to help meet them
2. Follow through and do what you say you will do, set a deadline…and meet it
3. Listen without passing judgment and don’t rush in to give advice
4. When you have concerns, work them out with the source, not with others
5. Communicate with respect in every interaction regardless of whether you like the person
6. When others give you assistance or support, express genuine appreciation for it
7. Focus on issues, not personalities, when discussing work matters and problems
8. When differences in views or ideas occur, work first to understand them from the other person’s perspective
9. Be direct and sincere as normal practices
10. Use humor…but always in good taste

Putting these simple practices in place can stop the spread of many preventable diseases.

Bright Futures Atlanta, founded in 2002, provides unique educational, social and spiritual opportunities for adolescents and their families in the inner-city of Atlanta. Their Mission – is to promote the spiritual, academic and physical growth of its youth participants and their families through year-round programs. The organization’s activities and guidance are aimed at instilling a passion for learning, resulting in lasting social change. Check out this video. It says it all, through the words and images of our inner-city children. The work that Bright Futures Atlanta does is of extreme importance. http://youtu.be/gvZj6KuQujk

DeNyse Companies was honored to be one of the sponsors at the 8th Annual Bright Futures Golf Tournament. One of our Project Managers, Mark Denyse (left) was in attendance for this charitable event.

DeNyse Companies along with companies such as HighGrove Partners, Jones Lang LaSalle, Lee & Associates, UPS  and many others helped to sponsor this year’s tournament. Visit bfatl.org for more information about Bright Futures Atlanta!

As I was researching ideas to discuss with our sales team, I stumbled across a great white paper from Leadership IQ. Are SMART Goals Dumb?  S- Specific, M-Measurable, A- Achievable, R-Realistic and T-Time-bound. After reading the article, it did start to make me rethink what I was trying to accomplish. Are my own goals, professional and personal SMART or NOT. Are they going to get me where I want to be. Not only get me there, would it be fun, meaningful and exciting along the way.  After reading a few of the survey results, I know I am not the only one questioning my Goals.

The Leadership IQ study was conducted with over 4000 employees within 400 organizations to see what kind of goal-setting process their organizations had in place and how they felt about it.

They discovered that most goals are not particularly helpful.

15% of employees strongly agree that their goals will help them achieve great things while only 13% strongly agree that their goals this year will help them maximize their full potential.

This study also helped determine how employee engagement was higher with employees that felt their goals were set in a way that would push them to accomplish great things and maximize their full potential.

Here are the Top 8 factors for great goal setting

1. I can vividly picture how great it will feel when I achieve my goals.
2. I will have to learn new skills to achieve my assigned goals for this year.
3. My goals are absolutely necessary to help this company.
4. I actively participated in creating my goals for this year.
5. I have access to any formal training that I will need to accomplish my goals.
6. My goals for this year will push me out of my comfort zone.
7. My goals will enrich the lives of somebody besides me (customers, the community, etc.).
8. My goals are aligned with the organization’s top priorities for this year.

To achieve great things, we must all do things differently. Maybe it’s time to learn more about HARD goals:

Heartfelt – My goals will enrich the lives of somebody besides me – customers, the community, etc.

Animated – I can vividly picture how great it will feel when I achieve my goals.

Required – My goals are absolutely necessary to help this company.

Difficult – I will have to learn new skills and leave my comfort zone to achieve my assigned goals for this year.

Maybe it’s time to change things up a little and think differently on what can be accomplished! HARD Goals – we can do that!

For more about this study, HARD Goals, Hundred Percenters - http://www.leadershipiq.com/white-papers/are-smart-goals-dumb/

Here’s the secret. What’s going on in your mind dramatically determines your sales success. It’s as simple and complicated as that.

G Clotaire Rapaille, a psychoanalyst who has been studying people for 34 years says the best salespeople are ‘Happy Losers’.  Sounds a little off-putting until further understanding.  Saying, “I’m a Happy Loser and proud of it” is sure intriguing.

Really, Happy Losers are people who see rejection as a challenge.  If 75% of the time they are rejected, Happy Losers see the other 25% of the time as wins.  All those times they lose, they see as getting to the win.  It’s a mind game that sets them up to stay focused on the win.  The more no’s the faster they are getting to the win.

Here’s what’s interesting and determines if you are predisposed to be a Happy Loser or not. Go back to your first experience with a selling situation. This experience alone has the emotional power to determine how you feel about selling today.

What was your first selling experience?  Perhaps getting your parents to say ‘yes’ to something?  A lemonade stand?  Negotiating with siblings? At that point in time your brain started producing neurotransmitters for mental connections regarding selling. There’s a very good chance these mental connections are still in play.

The first time you were rejected was powerful. Did the first ‘no’ stimulate you to persevere and find another way? Or did it make you want to give up? Consider how this shows up for you today.

Whether you see yourself as an early Happy Loser or desire to have more resilience with rejection, there are ways to rewire this mental coding from long ago.

I call it ‘synaption’… the science of overcoming selling inaction + the art of shifting your thinking for selling action.  Simple processes that are easy to do and powerfully effective.

While rejection doesn’t feel good, the more no’s Happy Losers get in sales, the more sales they will make. Why? They are trying more things, taking more chances and calculated risks.

Here’s to being proud to say, “Yes, I’m a Happy Loser!”

Terri Norvell excels at individual and team Sales, Management and Leadership Performance. She has over 20 years of corporate office to the front-line leadership experience as VP of Training, Marketing & Business Development a $1.2B property management & development company.  She assists teams in increasing the bottom-line through ‘hair on fire’ enthusiasm for results.  Reach Terri at 303-439-0077, terri@TerriNorvell.com or www.TerriNorvell.com.

Rebecca Rosario

As individuals, we all have our own little pet peeves. What may turn off one prospect may not bother another. As apartment professionals, we cannot afford to turn off a single customer and image is everything. Keeping our communities neat and clean is not only easy to do; it is generally an inexpensive way to attract customers and create a pleasant property atmosphere.

Take a look around your community. Do any of the following situations exist? Here are ten ways your apartment community may be turning off prospects:

1. Sad Signage

If a monument sign looks scruffy, it creates an expectation that the rest of the community will be the same or worse.  Poor signage includes worn and tattered signage, signage that is too small or difficult to read or just plain unattractive.  Signage that directs prospects throughout the community can also prevent customers from walking in your door.  A poorly designed directional will lead the driver to find the nearest exit instead of walking in your front door.  Do your signs have an EHO logo on them?  I am not an attorney; one does not need a law degree to know that we should welcome everyone, so why not add it to your sign?  Don’t forget the parking signs either.  This is the last thing prospects see before they get out of their car.  Each visual that guides people in and out of your community should be in tip-top shape.  It does not have to cost a fortune either.  Better to be simple and well done, than extravagant and poorly executed.

2. Lack luster curb appeal

Keeping the driveways, walk ways and landscaping free of discarded items goes beyond creating a neat community appearance; it is also a good step towards crime prevention and risk management. Take a quick look for broken glass, rubbish, sharp items that may have accidentally fallen out of trash bags and cigarette butts.  No matter how pretty the flowers may be, having litter and unsightly items in view will deter a potential renter.  Ensure sidewalks are easily navigated and do not pose a trip hazard.

3. Lousy Landscaping

While some lump landscaping into curb appeal, I have a different viewpoint.  Landscaping is more than just what is next to the curb, and can have a major impact on a property’s marketability.  For the record, when I say marketability I also include the re-sell, or renewal of the lease.  Do not make the mistake of thinking that your resident will not drive through the competition when considering their renewal.  If the grounds look better next door than yours they may just decide to stop in and “look”; a deadly potential for your renewal.  I see so many communities that pinch pennies on mulch and only place sparse flowers in front of the monument sign.  This penny wise, pound foolish approach does not serve your property.  Landscaping should be considered throughout all major thoroughfares when planning for flowers.  Be sure and add color in front of the model as well.

4. Poor Parking

Unkempt parking areas, parking areas that are uneven, cracked or unmarked are all turn offs.  I still see parking areas that do not have designated handicapped parking.  This is not only poor customer service; it is against the law in most places. Parking should be easily accessible, well marked and close to the front door for inclement weather conditions. Employees should never park in the closest spots, leaving the premium spots for residents and prospective residents.  Vendors should be told to do the same.

5. Abhorrent Amenities

Green swimming pools are one of my top turn offs.  So are sagging tennis court nets, frayed and or sagging volleyball nets, wobbly slides, broken swings, and pool areas that have faded and cracked furniture.  Pools covered in leaves, or uncovered during winter are tell tale signs of poor maintenance in my book.  Your prospect will think the same.  Interior amenities can also be a turn off.  Placing a used computer running Microsoft Word 2000 is not impressive.  Even worse is a “fitness center” where the half of the machinery is inoperable. Again, what the prospect sees creates an expectation of what to expect in their home.  When viewing things that are in disrepair they may wonder if the icemaker or dishwasher will work when they move in.  This doubt will cost you the lease.

6. Messy Models

There is never a good reason for a model to be dirty. Customers will not pay attention to the great features in your model when staring a dead bug in the antennae.  When your prospect notices the toilet has been used as a public bathroom it can be repulsive. Toilets should be down and covered.  Another personal pet peeve, toilet paper that has been clearly used and just hanging. IF toilet paper is there, it should be folded like an upscale hotel.  Prospects do not wish to see sinks with drink stains and water stains.  A dirty refrigerator will turn most prospects away.  If model refrigerators must serve double duty for resident functions or other office use (I suggest refraining from this), they must be cleaned regularly.  Dirty carpet makes a model look tired, no matter how nice the furnishings may be.  Discolored tubs and sinks are simply not acceptable.

7. Not-so-neat Notices  

In this era of technology, there is no excuse for displaying handwritten notices (often penned in sloppy handwriting) on the office door or at the mailboxes.  How many times have you approached a business with a handwritten note, reading: “Out to lunch” or “Be right back”?  Not often, right?  When you do see this, what is your impression of the establishment?  I bet it is not very favorable.  It is too simple to print a sign from our computers or use pre-printed signs. Printed signs simply look more professional and signs with hard-to-read handwriting can be a customer turn-off.

8. Burned-out Bulbs or poor lighting

Replace any burned out light bulbs as soon as possible. Make sure all customer areas of the clubhouse, amenities, model and parking areas have ample lighting, and take into consideration renters with aging or less than perfect eyesight. Your community should be well illuminated for all customers.  This also includes signage.  Nothing looks worse than a poorly lit sign at night.

9. Offensive Odors

Customers understand if they visit a lawn and garden center they will have to deal with the smell of fertilizer.  They may find the fresh paint smell of a newly renovated apartment a positive; although if the smell is overpowering, it could backfire.  Certain odors are understandable and may even appeal to the prospect’s sense of smell. However, renters don’t want to smell an employee’s lunch drifting across the clubhouse. Smells can be helped by using neutralizers to combat any offensive odors. Avoid anything too strong-that includes deodorizers.  Smokers beware!  Many people who smoke cannot detect the smoke odor and therefore, may overlook a smell that is unpleasant to a prospect or resident.

10. Disorganized Desks or work areas

This is something that I personally struggle with, so for those creative geniuses who just don’t see the value in organizing and all the “minutia” of de-cluttering, listen up:  Just do it!  If your desk looks like a bomb went off, what should a prospect expect their apartment to look like on move in day?  First impressions create an expectation; the prospect may wonder if you can keep track of their rent check if you are having problems putting your hands on a document you touch on a daily basis, such as a floor plan.  Maintenance staffs are not off the hook either.  A messy shop DOES get noticed.  So does the golf cart with rubbish on the seats and work buckets with a mish-mash of items hanging out.  Being messy is like having company come over and not cleaning-it sends a message that you do not take pride in your personal living space.  You “live” at work for at least eight hours a day, so make it presentable.

Create a daily checklist and use it religiously.  It is easy to overlook seemingly small details when you work in the same spaces day after day.  Someone once said “The Devils is the details”.  I say the dollar is in the details.  Good luck and happy leasing!

Rebecca Rosario is a national trainer with over 20 years of multifamily marketing, training, sales and management experience. Her programs are designed to achieve the highest potential rent through exceptional sales training along with strategic human resource selection and development.  For more information email her at Rebecca@FullHouseMarketing.net, or call her at 1-888-29-TRAIN.

Don’t Forget your Signs when you do your Spring Cleaning!

Spring time, no matter what part of the country you call home, always comes with the GOOD (warmer weather, longer days)…and the BAD (time to do that spring cleaning)! Imagining the beautiful days and nights outside gives us the motivation to dust off all the dirt, snow, and salt of the winter months and get ready for the nice weather to come!

  What could be better for your current, and prospective, residents and tenants than to drive up and see the beautiful blooms of spring! Landscaping can certainly make an entrance to your community or retail outlet more appealing. However, an outstanding SIGN is the true start to great curb appeal. Here are a few tips and tricks to keep your signage looking as new and fresh as the spring blooms around them:

The first step is determining what type of signs you have:

SYNTHETIC STUCCO, BRICK, OR STONE MONUMENTS must be cleaned carefully to avoid damage and voiding any warranty that might be in place:

• In most cases, a thorough rinsing with a garden hose will remove most of the loose dirt and grime that may have accumulated.
• If necessary, a mild detergent and soft bristle brush can be used to reach into the porous surfaces and around dimensional graphics to remove the particles that can dull the finish.
• Pressure washing is not recommended for synthetic stucco. If used improperly, bubbling of the finish may occur which would void any warranty. However, if necessary, don’t exceed 2500 psi and use the largest fan spray head possible. Test a small, inconspicuous area first. Use care in pressure washing any mortared areas, also.

PAINTED SURFACES:

• Always rinse thoroughly with water first; then use a mild detergent and soft bristle brush.
• If mold or mildew is an issue, use a mixture of one part bleach and three parts water with the brush to lightly remove the stain without damaging any dimensional pieces.
• Rinse thoroughly – do not leave the bleach mixture on your sign.
• Remember to also rinse plants or vegetation around your signs to remove any soap or bleach residue, after cleaning.
• Weedeaters can be a sign’s #1 Enemy! Most of the materials we now use are impervious to the evil weedeater. However, if your signs or posts have been damaged, it is often possible to recycle parts and pieces and only replace the damaged ones.  Let us help determine which signs need replacing and which can be repaired or repainted.

Instruct your maintenance and landscape staff to take care in maintaining your signs and the areas around them. They are an important investment, and should be protected.

Keeping your signs looking their best is as important to us as it is to you!

What exactly is Curb Appeal?

Curb Appeal is all about the “power of the visual first impression”. If the customer does not like what they visually observe — they will simply move on to the next community. The customer’s “drive-through” is a reality in the multifamily business plus it is a proven fact that a property’s appearance can either make or break the success of any real estate asset. The better the appearance of the community is directly correlated to a higher value of the investment’s return.

The exterior of community should positively attract, draw-in, create an interest, influence, grab attention and pull in future residents with a sense of declaring, “Welcome Home – We are glad that you are finally here!”

Once the potential resident arrives it is ideal to extend this desired “appeal” beyond the front entrance to continue to build a positive experience throughout the community’s grounds, paint condition, building exteriors, amenities and features. The initial draw along with the customer’s appreciation of the property up-close-and-personal will result in a memorable encounter that they will want to call home.

The easiest way to advertise your community in through the largest billboard readily on hand: Your abundant landscaping, maintained exteriors, lighting, and various types of signage. Whatever the chosen curb appeal approach, it should align with the overall style of your community whether it is urban, residential, natural, tranquil or tropical.

The community grounds require a sharp eye and an on-going focus to keep all efforts fresh, tight and at optimal performance. Communicating the importance of the customer’s first impression of the community to the leasing, service and grounds keeping team to broaden their understanding of the marketing goals and reasoning behind it. Such as explaining why it is a team effort in trash pick-up on the model tour route and tightening the banner daily is a critical task for a positive customer experience. Consider a monthly Curb Appeal Inspection and annual property contest motivating a crisp and well maintained community.

Trends & Ideas To Improve Charm

 Signage: 

• Graphic construction skirt on fences and trailers for new development highlighting URL
• Utilize unused prime-time space to stretch exposure opportunity on construction fence, walls, rooftops, barriers and other high traffic areas.
  
• Vertical boulevard sign mounted from building or light poles or attached to aligning fence
• Maximize your fence space by attaching signs to improve viewing
• Starburst statements on Buildings, etc
• Place visual graphics in windows such as enlarged floor plans or fresh photo lifestyle photos highlighting community amenities and features
  

Monument Sign:

It has been demonstrated that the customer’s perception of the quality of the community is determined partly on the type, condition and quality of the sign. Ensure lighting is bright highlighting community name and location.

Landscaping:

• Utilize bold colors and use different elements in landscaping such as large garden stones, tropical and distinctive flower colors or plants.
• Use sculptures & artwork to catch attention and create memorable moments. It is common for local artists to search for locations to display large pieces.
• Water features such as “creeks” or waterfalls generate a tranquil surrounding and produce a remarkable focal point.
• Arbors & trellises allow landscaping to take unusual forms and take the eyes vertically or even follow a length of property along a walkway or major entrances.

Lighting:

Good signage illumination adds a whole new dimension to the grounds plus extends the appeal into the evening hours to further the attention of your community.

• Up-lighting on trees and buildings will create a sense of height and drama by shining lights upward.
• Focal points focusing on elements at night such as artwork or usual architectural elements.
• Pathways and steps provides better vision at night and charming walkways for further appeal.
• White lights on trees always create a festive and classy atmosphere year around.
• Solar walkway lights is an easy alternative with no need for wires or cords plus great for the environment.

The Last Word on Curb Appeal…

When considering the use of signage and flags:

• Consider who will see the signs, banner and flags. Will your current resident appreciate the message?
• Where are the sign or flags positioned? Do they maximize attention and meet your area’s sign ordinance?
• What is the message on the sign? Will people be able to read it at a quick glance? Don’t forget your community website address as it is easier to remember than phone numbers for a future reference.
• How will you maintain optimal performance of the tools such as a tight banner and balloons? Who is responsible for the ownership of the quality and curb appeal?
• Ensure bandit signs that are straight with strong stakes to keep them grounded to maximize effect.
• If an A-Frame is an option for your community contemplate one that can be interchanged or the panels swapped out to highlight supply of certain floor plans, events, holidays or themes.
• Consider switching signs and flags out frequently to maximize “pop” effect and keep viewers interested in new messages or your latest offering.
• Be unusual and unique to set yourself apart with colors, clever messages and memorable display methods.
• Look around to see what other industries are doing and how you can twist it to make it work for you.
•  Amy Kosnikowski, principal of Quintessential Marketing and Training based out of Charlotte NC, is a national speaker, industry educator and marketing solutions expert focused on improving performances of multifamily real estate assets. Contact Amy at 704.846.8210 or via email at Amy@theQstandard.com. theQstandard.com

Accountability is a hot topic right now as the economy is strengthening. No more crutches and excuses allowed.  It goes right along with the thinking, ‘people most often know what to do but are just not doing it, or not doing it well’.  Does this sound familiar? So where does accountability come into play?

Accountability simply means I can count on me, you can count on me, I can count on you.

It’s a willingness to rise above ‘reasons and excuses’ and get done what needs doing so that revenue flows, margins hold and the business goes forward effectively. Only then can everyone in the organization have a shot at thriving.  Simply surviving is no longer an option.

People today will tell you they have: too much to do, too little time, too few resources. Accountability to themselves and the team often takes a back seat as a priority.  Why?  There‘s lack.  Lack of understanding, expectation, involvement and feedback.  So accountability gets a bad rap.  And too often gets abused.

Accountability really is positive and thrives by setting people up for success in advance. People want to know what’s expected to achieve the organizational goals.  Really. It’s not an extra activity, it’s doing things right.

For example, let’s take getting my 17 year olds to be accountable for their weekly responsibilities. I can:

• tell them what to do (will they hear me?)
• bribe them (will they do it more than once?)
• force them (will they resist?)
• or involve them (gaining mutual agreement for desired results works!)

What style is most prevalent in your organization regarding accountability for results? Involvement is key. Think about it, without clear direction and expectations people are being paid to guess.

In my recent research it’s become clear that prioritizing accountability is a real game changer for the teams and organization.  Here are 3 specific reasons why you care:

1. Makes your job so much easier
2. Saves you so much time
3. Makes your bottom-line so much more money.

All good!

In upcoming articles we’ll delve into specific action steps to create a culture where ‘people can count on you and you can count on people’ to do what needs to be done.  I’ll share specific strategies and tactics that really work in bringing out the best in you and your teams…..everyday!

Terri Norvell is a personal and professional change agent.  From management to leadership development, enhanced sales/leasing performance and team building, Terri teaches how to achieve critical results with greater ease and more fun. She brings over 20 years of corporate office to the front-line management and leadership experience as VP of a $1.2 billion dollar property management & development company and GM of a $9 million dollar temporary housing firm. She demonstrates that succeeding wildly is good for everyone…including the bottom-line. Contact Terri for information on her keynote speaking, corporate workshops and professional coaching at 303-439-0077 or Terri@TerriNorvell.com.  Or visit www.TerriNorvell.com.