Recently, on a trip to my home state of Wisconsin, I found myself with a few extra hours and an opportunity for lunch with my old college roommate (and maid of honor and godmother to my oldest), Katie. It was one of those impromptu opportunities that you just know before you get there is going to be fun, fun fun. Not to mention, Katie is hilarious.
As usual, both of us were running late, and we didn’t get to the restaurant in Oshkosh until after 1pm, so the sparse crowds didn’t surprise us. Heck, it’s par for the course, these days. That actually may have been a good day. Our server was Lisa and she quickly got a handle on our wild and raucous entrance by letting us know if we signed up to be VIP’s we would receive a substantial discount on our lunch. No catch. Just sign up. Of course we did, and Katie wanted to know when she would get her VIP sash, that is, unless there was a crown available, then she would prefer that. We all laughed and continued on with the VIP humor until I am sure most were nauseated listening to us. During lunch Lisa informed us that it was her last day, and she was about to start her career as a social worker in Wausau. I’m sure it is a very exciting and stressful time for her, and looking around the restaurant, probably a financially challenging one as well.
Needless to say, it was a long lunch. Like most close friends that don’t see each other often, Katie and I had a lot to talk about. Somewhere after lunch and before dessert, Lisa appeared with two (handmade with loving care) VIP sashes. She made a big production of presenting them to us, and of course we proudly donned them and wore those paper sashes through lunch. It was a lunch I will never forget.
People like Lisa know how to make every customer feel like a VIP, and inherently understand how to enhance an experience and exceed expectations. Lisa knew, because of the type of people my friend and I are, that we would wear the sashes and would think she had gone “over the top” for us. Others might not have found it as meaningful. She knew that too. The point is, she responded to our needs and expectations of what great service should be and she delivered.
Today, for one day, commit that each client you serve will get VIP treatment, whatever that means to him or her. Get creative. Watch what happens.
Saturday, January 31, 2009
Tuesday, January 27, 2009
No We Don't...Yes We Do
No We Don’t…Yes We Do
Last week, before speaking at the International Builder’s Show in Las Vegas, I strolled through the casino at The Wynn Hotel, looking for a bite to eat. The Wynn is a first rate hotel that I became a guest at through a fantastic Hotwire offer. The rate I received indicated the hotel definitely was not seeing the volume of traffic they are used to.
Anyway, I found a café, sauntered to the counter, and stood squinting to see the wall menu printed in the most visually daunting font imaginable. I was not alone. Three other people squinted alongside me. The counter worker appeared and informed us they did not open until 11:30 (ten minutes away), then proceeded to stand at the cash register and stare glassy eyed out onto the casino floor. I looked around at the people standing behind me and thought, “How difficult can it be to take an order, provide a beverage and get my cold sandwich started now? You have business in front of you. Take advantage of it before we turn and leave.” Then I turned and left.
Through the years I have waited numerous times for businesses to open. Once, at Sam’s Club on a Saturday morning, I waited with 22 other people. I had nothing else to do (like buy something) so I counted them. Another time, I waited with a group at Marshall’s for 20 minutes before the doors were unlocked at precisely 12pm. I certainly understand the need for staffing and organization, however, I just can’t understand how anyone can look out the front doors, see customers standing and waiting and not feel compelled to let them in. What a refreshing change it would have been had the manager at Marshall’s opened the door at 11:40 with a “Welcome! We are glad you’re here – there are some fabulous buys to be found in the purse department. We won’t be able to ring you up for a few minutes, but please come in and peruse.” They could take a lesson from the coffee shop I visited this week at 5:45 am. I had a long drive and noticed the lights were on, so I ran up to the door and knocked. The barista came to the door and said, “I can’t get you anything fancy as I am just opening up, but I can get you a cup of coffee.” I gratefully accepted her offer.
The next time you find yourself saying, “We don’t…” stop yourself, and try to find a way to say, “We do.” Flexibility is key.
Last week, before speaking at the International Builder’s Show in Las Vegas, I strolled through the casino at The Wynn Hotel, looking for a bite to eat. The Wynn is a first rate hotel that I became a guest at through a fantastic Hotwire offer. The rate I received indicated the hotel definitely was not seeing the volume of traffic they are used to.
Anyway, I found a café, sauntered to the counter, and stood squinting to see the wall menu printed in the most visually daunting font imaginable. I was not alone. Three other people squinted alongside me. The counter worker appeared and informed us they did not open until 11:30 (ten minutes away), then proceeded to stand at the cash register and stare glassy eyed out onto the casino floor. I looked around at the people standing behind me and thought, “How difficult can it be to take an order, provide a beverage and get my cold sandwich started now? You have business in front of you. Take advantage of it before we turn and leave.” Then I turned and left.
Through the years I have waited numerous times for businesses to open. Once, at Sam’s Club on a Saturday morning, I waited with 22 other people. I had nothing else to do (like buy something) so I counted them. Another time, I waited with a group at Marshall’s for 20 minutes before the doors were unlocked at precisely 12pm. I certainly understand the need for staffing and organization, however, I just can’t understand how anyone can look out the front doors, see customers standing and waiting and not feel compelled to let them in. What a refreshing change it would have been had the manager at Marshall’s opened the door at 11:40 with a “Welcome! We are glad you’re here – there are some fabulous buys to be found in the purse department. We won’t be able to ring you up for a few minutes, but please come in and peruse.” They could take a lesson from the coffee shop I visited this week at 5:45 am. I had a long drive and noticed the lights were on, so I ran up to the door and knocked. The barista came to the door and said, “I can’t get you anything fancy as I am just opening up, but I can get you a cup of coffee.” I gratefully accepted her offer.
The next time you find yourself saying, “We don’t…” stop yourself, and try to find a way to say, “We do.” Flexibility is key.
Friday, January 23, 2009
A Government for the Rest of Us
When the new whitehouse.gov site launched, a surreal awakening took hold. Government, so often associated with an out of touch, out of reach body of incompetent and out of touch old white men, suddenly bridged a gap. A gap between the past and the future. A gap between two (actually three) generations. A gap between hope and rhetoric. While Barack Obama will not be able to shed himself of the inherent hypocrisy that IS politics...his administration, and more specifically, his technology team, has extended a bridge to those of us who haven't believed. This web site is isn't just some feeble attempt to pose as hip, or to convince the non-believers. The new web site is genuine, and passes the tests inside web developers will put it through. as we click around, checking code, raising eyebrows at the progressive navigation, smirking at the modern voice used in the copy, take note of the META data...we have to lay down our sword of skepticism and admit, "OK, someone up there finally gets it."
Monday, January 19, 2009
Cut Deep, It Hurts Less
For those of you that may be laying off employees over the coming months, John Mackey, Whole Foods, recommends in the current issue of Inc, that when you lay people off, you make the cuts deep enough so that you won’t have to do it again soon. Your employees will forgive you one round of layoffs, but if you do it a second time you will lose their trust as people start thinking, My God, when am I going to lose my job? Makes sense. Go to http://www.inc.com/magazine/20090101/the-ultimate-business-tune-up-for-times-like-these.html#Graham to find 22 additional entrepreneurial tips and tricks to making it through tough times.
Thursday, January 15, 2009
It Is All Right In Front Of You
Keeping residents and attracting new traffic is no easy feat these days. Everyone tells you to “add value”, but there is no money to add much of anything right now. It’s time to get creative. Take a look around your environment. Look at what is right in front of you – how can you add value using what you’ve got?
Step into that big empty room nobody ever uses. According to Entrepreneur, Do It Yourself weddings are back. Between food prices and the recession, if you’re getting married, or planning a reunion or even a baby shower, renting a venue is a big expense you might not have money for. If you have a clubhouse, you have room for a party. Think about adding value by making an area available for parties. If you already do this, reinforce the offer in your newsletter. If you don’t have the ability, or don’t have a clubhouse, what do you have? My homeowner’s association picked eight Saturday nights during the summer and offered the pool area up for private parties (for a small fee) after 8pm. The response was fabulous. How can you take your common areas and add value to them?
If you have a guest suite offer a free night’s stay as part of a renewal or leasing incentive. Make sure residents understand the value offered by attaching “a $$$ value” to your presentation or collateral piece.
Invite your coworkers to a challenge to answer the phone each and every time it rings. Value is added when the consumer gets a live person. Think about how it feels when you call a business and a real person answers the phone.
If you have an open area, consider creating a community garden. It’s green, it’s cheap, it’s sustenance and it’s simplistic. Everything the consumer wants today.
Now is the time to create a “Preferred Resident” card and solicit discounts at area businesses for your residents. Coupon clipping is on the rise, and businesses are desperate for business. Take advantage of this and add value for your residents.
Do a blood drive. Organize a Habitat For Humanity brigade. Take opportunity of charitable events and make them available for your residents. Gen Y in particular will volunteer if they feel you are contributing to culture and community. Get involved. Do the right thing.
Commit today to taking a few hours to look at what is right in front of you. The possibilities are endless.
Step into that big empty room nobody ever uses. According to Entrepreneur, Do It Yourself weddings are back. Between food prices and the recession, if you’re getting married, or planning a reunion or even a baby shower, renting a venue is a big expense you might not have money for. If you have a clubhouse, you have room for a party. Think about adding value by making an area available for parties. If you already do this, reinforce the offer in your newsletter. If you don’t have the ability, or don’t have a clubhouse, what do you have? My homeowner’s association picked eight Saturday nights during the summer and offered the pool area up for private parties (for a small fee) after 8pm. The response was fabulous. How can you take your common areas and add value to them?
If you have a guest suite offer a free night’s stay as part of a renewal or leasing incentive. Make sure residents understand the value offered by attaching “a $$$ value” to your presentation or collateral piece.
Invite your coworkers to a challenge to answer the phone each and every time it rings. Value is added when the consumer gets a live person. Think about how it feels when you call a business and a real person answers the phone.
If you have an open area, consider creating a community garden. It’s green, it’s cheap, it’s sustenance and it’s simplistic. Everything the consumer wants today.
Now is the time to create a “Preferred Resident” card and solicit discounts at area businesses for your residents. Coupon clipping is on the rise, and businesses are desperate for business. Take advantage of this and add value for your residents.
Do a blood drive. Organize a Habitat For Humanity brigade. Take opportunity of charitable events and make them available for your residents. Gen Y in particular will volunteer if they feel you are contributing to culture and community. Get involved. Do the right thing.
Commit today to taking a few hours to look at what is right in front of you. The possibilities are endless.
Wednesday, January 14, 2009
How Walkable are You?
I just got done checking the walkability score for my home address at www.walkscore.com, and while my home didn’t score very well, my client’s apartment community did. 98 out of 100 – a “walker’s paradise”. Real Estate listing services have started to list property walkability scores as a prominent header on listings, and www.coloproperty.com just released a feature that allows their visitors to search properties by Walk Score. The Walk Score Tile displays the Walk Score of a property and a map of nearby amenities, and it's simple to add the tile to your property listings, website, or blog . Perfect for apartment communities and/or portfolios. Check it out, get your score, and if it’s good, let people know just how walkable you are.
Tuesday, January 13, 2009
The LIttle Things Do Count
The Little Things Do Count
In my travels, I am finding that many communities are experiencing a substantial and unanticipated drop in traffic. That, coupled with increased move outs due to job loss, etc. has resulted in less than desirable vacancy rates. In addition to increased marketing efforts, it’s important and timely to keep in mind that the little things do count. Rather than gazing out the window and wondering where all the traffic went, and speculating on when it might come back, take action and clean up your act.
A few suggestions:
• How many times have you pulled into a business thinking you might buy something, and pulled right back out because the place just didn’t look kept up? Empty the ashtray out front. Clean the windows on your front door. Wash the coffeepot. Clean the golf cart. Examine your entry mats. Don’t forget the restrooms.
• Visit your competition. Have breakfast with a competitor. Find out, (as Marvin Gaye so eloquently sang), what’s going on.
• Oh the weather outside is frightful, but the fire is so delightful…your fireplace-is it on?
• When was the last time your community’s clubhouse and exterior windows were cleaned? The difference will be clear, no pun intended.
• Pay close attention to the your appearance and the appearance of your team. Do you all convey a positive, professional image?
Above all, persevere. Weather the storm. Make every contact with clients and residents count. Look at your community, your team, your competition and decide what you need to do become a community of choice. Then become that community. Do it just a little better than the rest. Your clients will notice.
In my travels, I am finding that many communities are experiencing a substantial and unanticipated drop in traffic. That, coupled with increased move outs due to job loss, etc. has resulted in less than desirable vacancy rates. In addition to increased marketing efforts, it’s important and timely to keep in mind that the little things do count. Rather than gazing out the window and wondering where all the traffic went, and speculating on when it might come back, take action and clean up your act.
A few suggestions:
• How many times have you pulled into a business thinking you might buy something, and pulled right back out because the place just didn’t look kept up? Empty the ashtray out front. Clean the windows on your front door. Wash the coffeepot. Clean the golf cart. Examine your entry mats. Don’t forget the restrooms.
• Visit your competition. Have breakfast with a competitor. Find out, (as Marvin Gaye so eloquently sang), what’s going on.
• Oh the weather outside is frightful, but the fire is so delightful…your fireplace-is it on?
• When was the last time your community’s clubhouse and exterior windows were cleaned? The difference will be clear, no pun intended.
• Pay close attention to the your appearance and the appearance of your team. Do you all convey a positive, professional image?
Above all, persevere. Weather the storm. Make every contact with clients and residents count. Look at your community, your team, your competition and decide what you need to do become a community of choice. Then become that community. Do it just a little better than the rest. Your clients will notice.
Tuesday, January 6, 2009
Rest Assured
Hyundai recently announced a new program, designed to alleviate consumer worries about purchasing a vehicle when their job could potentially be on the chopping block.
The Hyundai Assurance program works like this – if in the next year you lose your job, you can return your car. That’s it. Incredible and genius. This move is a perfect example of a company figuring out why consumers aren’t purchasing, and finding solutions that will alleviate their objections and concerns. Will people bring back their cars in droves? Hopefully not, or we all really in trouble, but in spite of the few (or many) that will, Hyundai has set themselves apart with a tool that serves to differentiate them from the rest of the pack. It’s a bold move, but I bet it will move stagnant inventory off the lot.
Visit http://hyundaiassurance.walkawayusa.com/ to read more about the program.
What if a smart apartment operator adapted this approach? You lose your job; you give back your apartment. It has its possibilities, and might make more sense than offering two months free rent.
The Hyundai Assurance program works like this – if in the next year you lose your job, you can return your car. That’s it. Incredible and genius. This move is a perfect example of a company figuring out why consumers aren’t purchasing, and finding solutions that will alleviate their objections and concerns. Will people bring back their cars in droves? Hopefully not, or we all really in trouble, but in spite of the few (or many) that will, Hyundai has set themselves apart with a tool that serves to differentiate them from the rest of the pack. It’s a bold move, but I bet it will move stagnant inventory off the lot.
Visit http://hyundaiassurance.walkawayusa.com/ to read more about the program.
What if a smart apartment operator adapted this approach? You lose your job; you give back your apartment. It has its possibilities, and might make more sense than offering two months free rent.
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