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Just when you thought marketing your property couldn’t get any more complicated, the pros over at On-site.com reveals secrets from the Multifamily Social Media Summit. And, in case you were unaware, a renter doesn’t open up the phone book and point blindly to the property he or she will next call home. There is, in fact, a very detailed process every renter goes through, meaning multiple opportunities for a property to enter into the list of prospects and come to dominate the choices.

While it may feel overwhelming, this is actually a great chance to see inside the minds of prospective renters and tap that knowledge in developing a content strategy that will enable you to reach them effectively. Onsite.com put together the following infographic detailing out the stages of marketing involved in this process so you can do just that.

Can we help you make sense of it all? The professionals at Class A Management understand these stages and the methods most effective for targeting prospects during them. Contact us to learn how we can help. Call 817.284.1411 or send us an email to info@classamgmt.com.

We live and work in a text-savvy world. The images of people looking down at their phones, regardless of what’s going on around them, is one that is all too familiar to a great many of us. Yet, the average user doesn’t spend the bulk of his or her time talking on the phone. The mode of communication in today’s world is a cross somewhere between texting, instant messaging, social media booking, and emailing.

Here are some stats from Pew Research:

• 90% of American adults have a cell phone
• 58% of American adults have a smartphone
• 32% of American adults own an e-reader
• 42% of American adults own a tablet computer
• 67% of cell owners find themselves checking their phone even when they don’t notice their phone ringing or vibrating
• 44% of cell owners have slept with their phone next to their bed because they wanted to make sure they didn’t miss anything.
• 29% of cell owners describe their cell phone as “something they can’t imagine living without.”

Yet, when it comes to apartment management, the phone is still a critical asset. That is simply because the typical prospective renter is most likely going to pick up the phone and call properties he or she is interested in to learn more about special deals, availability, and more. Given this tendency, combined with the growing trend away from voice-to-voice phone calls, it might be time to give office staff a refresher course in phone etiquette.

1. Eliminate background noise. First things first: make your space conducive to phone calls. Turn the radio down, quiet office staff, and reduce any other background noise as much as possible. Some things are inevitable, so just remember that if there is noise you’re unable to help, you explain it to the caller. God forbid you have a tenant looking specifically for someplace quiet and they can automatically eliminate your property based on a phone call.

2. Tone is everything. The best tip I’ve ever received is to let people hear your smile through the phone. Whether you’re having a bad day or not, you must consider that phone call to be your first impression. If you want that prospect, it better be a good one. So, smile and keep a positive, courteous, and informative tone throughout the call.

3. Listen. For me, one of the most annoying things in the world is to get on the phone with someone who assumes they know your questions or concerns before you even state them. So, when you start asking, they jump ahead and provide an answer you weren’t seeking. It’s a time waster, not a time saver, and it’s rude. Listen fully. Show the prospect that you’re considerate and willing to take the time.

4. Be Positive. One of the worst things you can do as a manager or staff in the management office is to be short with prospects when you have no vacancy. If you get on the phone with the attitude of “Nope, all full,” You better believe you’ll alienate that prospect and they’ll tell others. Always assume that things can change in a flash. You want to leave the door of possibility open. Be positive, courteous, and ask them to check back soon because “there’s always the likelihood of an opening.” And, there’s nothing like having people on a wait list for your property.

How about hiring a management company that knows the importance of all-around good office etiquette and tenant relations? The professionals at Class A Management have been in the business for more than three decades and are here to help ensure your property maximizes its positive exposure to prospective tenants. Contact us today to learn more by calling 817-295-5959 or by emailing us at info@classamanagement.com.

Rent. It’s the magical factor that motivates the average property manager to keep up the good work on a daily basis. It’s happy. It’s reward. It’s payday. It’s also the source of a lot stress for many. That’s because it can often be challenging to get all tenants to pay their rent on time, if they pay it at all.

Tired of feeling like the heavy-hand when it comes time to collect? How about putting any or all of the following tactics into play in order to help tenants remember and incent them to pay on time?

1. Friendly reminders. I talk a lot about how important it is to communicate with your tenants. So, my hope is that, by now, you already have a newsletter or regular email going out to your tenants. Use it to stick in a regular reminder about the coming-due payment. I have also seen properties that cleverly stick yard signs around the grounds starting 10 days before due-day that look something like this:

2. Make it Easy. These days, there is almost no excuse to miss out on timely payments simply because you don’t have an automated payment option. There are plenty of affordable services offering your tenants the flexibility they need to make online payments and/or arrange for regularly scheduled payments that will ensure dates are never missed. Just as it is with most things, the easiest path is the one preferred. Give your tenants a direct method of payment by allowing them to forgo check writing and delivery in exchange for electronic, and you may just notice an up-tick in on-time payments.

3. Give incentive. The smallest incentive may motivate tenants toward better payment behaviors. Even the smallest rent discount in exchange for on-time payments may be enough to make a difference. You can also get creative, however. Consider offering premium parking, membership exclusives, upgrades, or coupons or gift cards to local attractions and restaurants.

As owner or manager, the key is to remember that you (hopefully) do have a contract with your untimely tenants, so you have that on your side. However, many times it’s the friendly reminders or small efforts that go a long way to righting a wrong situation…and not always being the heavy hand. Simply consider what you appreciate about the working relationships you have with other companies and try to replicate some of the same conveniences you enjoy for your own tenants.

Would you like some help getting this accomplished? The professionals at Class A Management love this kind of thing Let us be your communication and payment guru. Call us today at 817-295-5959 or send us an email to info@classamanagement.com.

There is no denying the U.S. population is aging. There is also very little to argue about when it comes to the opportunities seniors present to multifamily owners and managers. Yet, while we can talk all day about how to find them and appeal to their needs so your property becomes their forever home, there’s an additional major consideration to be made: their safety.

From property  tours to move-in and beyond, there’s reason to be acutely aware of safety on the property. Not only will aging tenants appreciate the effort, all tenants will be the better for it. The following “Safety Smarts for Seniors” infographic from the team at Sunrise Senior Living, will help you get there.

Renters with a checkered past may be well beyond their high-maintenance years. Even those with an eviction on their record could become some of your favorite tenants, provided they have specific qualifications showing they’ve resolved their drama and addressed the reason they were evicted:

They made amends.

If the applicant provides documentation to support a paid-in-full settlement with the evicting landlord, consider the record expunged, even if it still remains on their credit history. More than likely, if the tenant has made the effort to settle any disputes and pay any outstanding claims, the landlord has been remiss in not removing the negative credit report.

They are otherwise credit-worthy.

Late or missing credit card payments highlight a pattern of delinquency. Look for late or missed payments; if they aren’t there, it’s worth talking to the applicant about the eviction and getting their side of the story.

They are willing to pay more.

Responsible renters will understand the risk you’re taking in letting them sign a lease after an eviction. Ask for a larger security deposit to cover your risk, and gauge their reaction with a keen eye: acceptance and humility are a good sign, while righteous indignation is a sign of conflict to come.

They have positive (landlord) references.

A potential renter always needs good references, but don’t be afraid to ask specifically for landlord references in cases of eviction. If every other previous landlord gives the renter high marks, there’s a better chance that they’ll live up to their lease agreement at your property.

They have a co-signer.

It’s best if the applicant offers a co-signer up front, but if you have to ask about one, again, gauge their reaction. If the potential renter is caught completely off-guard by your request, it may be best to move on.

They answer your questions honestly.

A future tenant will be forthcoming about why they were evicted, what they’ve done to make amends, what they learned from the experience, and why it won’t happen again.

If you’d rather take the risk—and the guesswork—out of the rental equation, Class A Management has experts in risk mitigation and can protect your investment portfolio from bad renters. Call us today at 817-295-5959 or send us an e-mail to info@classamgmt.com.