With our co-hosts Grace Hill, we hosted an informative webinar titled ‘Modernize Your Marketing for 2014,” featuring Amy Kosnikowki, one of the industry’s finest educators. Amy is a fantastic presenter and this webinar was packed with great tips to teach owners and executives how to sharpen their marketing, leasing, and social media skills to gain a competitive advantage in 2014.

1. Modernize Marketing
2014 Focus on Sales, Service & Social Media
Amy Kosnikowski Dilisio

2. AppFolio
Web-Based Property Management Software
Complete Solution Includes:
• Property management and accounting
• Online rent collection (free)
• Prospect / guest card tracking
• Marketing
• Website
• Payment processing
• Online applications
• Resident Screening
So You Run A More Successful Business

3. Grace Hill
• Leading Education Provider
• Apartment-Industry Specific
Training
• Vision Learning
Management System (LMS)
www.gracehilllearning.com

4. Amy Kosnikowski Dilisio
Quintessential Marketing & Training
National Speaker, Industry Educator, Consultant & Marketing Strategist
Email:
Amy@theQstandard.com
Telephone: 704.846.8210
Website:
TheQstandard.com
Facebook: Quintessential Marketing & Training
& Amy Kosnikowski Dilisio
LinkedIn:
Amy Kosnikowski Dilisio
For over 23 years, Amy has been a proven leader in
sales, leasing, management and marketing real estate
assets. Amy began her career onsite as a leasing
professional and then quickly advanced to the executive
level as Director of Marketing & Training with Summit
Properties and Oakwood Worldwide. Based out of
Charlotte, North Carolina, Amy has serves as the
principal of Quintessential Marketing & Training, a
consulting firm known for innovative marketing
solutions, strategic consulting services and
unforgettable education sessions.

5. Resolution
Why wait to prepare
& adjust?

6. Good times are going &
competitive days are coming back

7. Polling Question #1:
What will be your focus in 2014
to gain your competitive edge?

8. I. SALES

9. 1. Go With Your Strengths

10. Tap Into Your Personal Strengths
Serve
Sell
Communicate
Manage

11. Polling Question #2
How is technology best assisting you
and your teams to sell & lease?

12. I. SALES
2. Gadgets & Gizmos Galore
Personalization & Customization

13. Technology Can Empower

14. ONE: Keep The Connection Personal

15. TWO: Resist reliance on tools

16. Sales Tools In Action

17. Video

18. At the end of the day…
Choose The Best Tools

19. I. SALES
3. Improved Q & A with Active Listening

21. Active Listening Skills

22. Listen Carefully
•
•
•
•
Focus & tune in to the message
Good eye contact
Gain the answers to questions
Positions you to best help them

23. II. Customer Service

24. Customer service is the new marketing
“Customer service shouldn’t just be a
department. It should be the entire company.”
- Tony Hsieh, CEO of Zappos

25. Polling Question #3:
How many consumers would pay
more for a better customer
experience?

26. 86% of consumers will pay more
for a better customer experience.
(Source: RightNow Customer Experience Impact Report 2011)

27. 80% of companies say they deliver
“superior” customer service.
8% of people think these same companies
deliver “superior” customer service.
(Source: RightNow Customer Experience Impact Report 2011)

28. Customer service a series of activities
designed to enhance the level of
satisfaction resulting in the feeling
that a product or service had met the
customer’s expectation.

29. II. Customer Service
1. Stellar Service Standards

30. Awesome Customer Service Means…
•
•
•
•
Doing ordinary things extraordinary well
Adding value and integrity to every interaction
Discovering new ways to delight those you serve
Surprising yourself with how much you care

31. Our customer is the most important
person and the reason for success.

32. Customer Centric Statements
“You’re the customer – you sign my paycheck!”
“You’re not an interruption – you’re the reason we are here!”

33. A Stellar Service Culture:
• What does the customer want right now?
• How can I best help them?
• How can I make this customer happy?

34. Want to know what our
residents value?

35. Value What They Value

36. Polling Question #4:
What are the top areas that impact
a resident’s perception that they
are getting a great value?

37. How Residents Define Value
What Impacts The Perception of Value

38. How Residents Define Value
The Top 5 Topics That Impact Perception of Value
1.
2.
3.
4.
5.
“Sense of community“ felt among residents and staff
Appearance & condition of apartment
Appearance & condition of building exteriors
Level of safety and security at community
Responsiveness & dependability of office staff
Based on collaborative study by SatisFacts and Ball State University

39. II. Customer Service
2. Little Things =

40. What Is The
Of Little Things?

41. Little Things=Big Impact
•
•
•
•
•
Care with compassion
Enthusiasm and passion for serving
Have a great attitude
Make all interactions memorable
Zero excuses

42. Good Customer Service
Going The Extra Mile
Smile & Wave At Resident
Use name; ask about
family/job/vacation;
assist if needed
Package
Acceptance/Storage
Text notification; drop off inside
door; curbside service

43. Brainstorm Good Service
To Going The Extra Mile
As A Team

44. II. Customer Service
3. The Power of Teamwork

45. Win/Win = One Team
Leasing
+ Management
+ Service = All Working Together

46. Together
Each
Achieve
More

47. Happy Residents Result From Happy Employees
• Love Company + Positive Attitude= High Ownership
• Treated Well in an Healthy Work Environment

48. Customers are starved
for good service:
common courtesies
quality job well done
rapid response

49. Polling Question #5:
In what way does social
media assist you the MOST?

50. Social Media

51. In my opinion…

52. III. Social Media
1. Connection Creates Community

53. Humans need & want to connect

54. Essential Needs:
• Emotionally connected
• Being part of a community
• Friendship

55. We are social beings

56. We must first be social with our
customers before social media can work.

57. Face To Face
Irreplaceable & The Hot Trend

58. III. Social Media
2. Balancing The Connection Offline & Online

59. Embrace Technology

60. III. Social Media
3. What Really Works

61. What Makes You Liked?

62. Got Fans?
Be Interesting & Interested

63. Status Updates Are Important
Fans Care & Want More

64. Top Status Updates
Fans Want To See:
1. Life Experiences What have you been up to? Where have you been?
How does your community improve a resident’s life experiences?
2. Advice
3. Entertainment

69. Valuable Advice
Share links, videos, save time & money

70. Recipe
Cool Gadget
National Guacamole Day Sept 16th
Smart Glasses

71. Entertain Me!

72. What’s Going On In The Neighborhood

73. Want Interaction?
Get Personal

75. Three Areas / Three Focuses
Service
Sales
Social
Media

76. Why Not Set 3 Goals?

77. “Once you decide what you want–
You make a commitment to that decision.
Watch your life move forward.”
-Oprah Winfrey

80. Modernize Marketing
2014 Focus on Sales, Service & Social Media
Amy Kosnikowski Dilisio
amy@theQstandard.com
www.theQstandard.com