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Bragging Rights or Buyer’s Remorse
part 3SMOT
Jen Piccotti
Lia Nichole Smith
onsite insitesLIVE!
@SatisFactsJen@SatisFactsLia
#insiteslive
online offline onsite?
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#insiteslive
SMOTONSITE
post-commitment
“Marketing is no longer about the stuff you make, but about the stories you tell.”
~Seth Godin
#insiteslive
Turn your residents into
storytellers
#insiteslive
#insiteslive
Let them do the marketing for you.
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why it matters.
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It comes down to who they
trust
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77.1% Their circle70.6% Ratings and reviews35.8% Company website11.7% Ads
9% Social mediaSNEAK PEEK: 2017 Today’s Online Renter Study, SatisFacts
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Just make sure the story is a good one
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“You won’t believe what happened today at my community!”
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Negative story = poor decision maker
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Positive story = great decision maker
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ONSITE STORYBest Practices
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MAKE GOOD ON THEIR DECISION
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1. Renewals start at move-in
2. Flawless move-ins & speedy recoveries
3. Capitalize on their decision to lease at your community
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TREAT THEM LIKE PROSPECTS
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1. The honeymoon isn’t over
2. Relentless follow up
3. The 275 Rule
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REINFORCE THE “LOVE”
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1. Personalize every interaction
2. Embed residents – find connections
3. The stronger the connection, the more difficult to leave
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ASK THEM TO BRAG ABOUT YOU
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1. “My favorite room” promotion
2. Brag board in clubhouse or on social media
3. Print reviews and put in binder for leasing center
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PROVE YOUR WORTH
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1. Demonstrate value daily – make sure they see where the money goes
2. Promote additions and projects
3. Celebrate successes
KEY TAKE-A-WAYS #insiteslive
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GOOD STORIES
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MAKE THEM LOOK SMART
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ELEVATE THEIR BRAND
CHAT/QUESTIONS
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www.satisfacts.com/focus
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THANK YOU FOR ATTENDING!
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