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Coop Member Retention

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J
Julie Van Noy

How to attract and retain good members

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How to Attract & Retain Good Members By, Natalie Mabbitt, RCM & Julie Spear, COS
Attracting & Retaining Good Members ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Moment of Truth ,[object Object],[object Object]
First Impressions ,[object Object],[object Object],[object Object]
Curb Appeal ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Curb Appeal ,[object Object],[object Object],[object Object],[object Object]
Curb Appeal ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Staff Image ,[object Object]
Staff Image ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Security ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Screening ,[object Object],[object Object],[object Object]
Screening ,[object Object],[object Object],[object Object],[object Object],[object Object]
Word Of Mouth ,[object Object],[object Object],[object Object],[object Object],http://crestwood-living.com/sub/testimonials_v.htm
Word of Mouth ,[object Object],[object Object],[object Object],[object Object],[object Object]
Advertising ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Costs of Turnover ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Real Cost of Turnover ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Satisfaction ,[object Object],[object Object]
Customer Satisfaction ,[object Object],[object Object]
Resident Quote ,[object Object]
Show the love! ,[object Object],[object Object]
Retention Myth: Apartment Drives Renewal ,[object Object],[object Object],[object Object],[object Object],[object Object]
What Matters Most?
Retention Driven by Office Staff Performance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Most Turnover is Controllable ,[object Object],[object Object],[object Object],[object Object]
Maintenance Issues ,[object Object],[object Object]
Higher Satisfaction ,[object Object]
Service Request Performance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Communication with Members ,[object Object],[object Object],[object Object],[object Object],[object Object]
Create a “Culture of Responsiveness” ,[object Object],[object Object],[object Object],[object Object]
Communication Response Time Policy ,[object Object],[object Object],[object Object]
Service Request Response Time Policy ,[object Object],[object Object],[object Object],[object Object],[object Object]
How likely is this Member going to stay? ,[object Object],[object Object]
What Matters Least? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Getting them to stay ,[object Object],[object Object],[object Object]
The Move-In Experience ,[object Object],[object Object],[object Object],[object Object]
Move-in Inspection ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Best Practices: Culture of Responsiveness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object]
Thank you for attending our class! Natalie Mabbitt, RCM & Julie Spear, COS

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Coop Member Retention

  • 1. How to Attract & Retain Good Members By, Natalie Mabbitt, RCM & Julie Spear, COS
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  • 41. Thank you for attending our class! Natalie Mabbitt, RCM & Julie Spear, COS

Editor's Notes

  1. Kirkpatrick Management Company
  2. This is where I talk about staff image, curb appeal, exterior & interior Kirkpatrick Management Company
  3. Brief touch on curb appeal and giving the impression to your customers that you truly care about your Co-Op’s appearance. Kirkpatrick Management Company
  4. Briefly touch on some points of the message your staff is sending in the way they dress, the way they talk to people over the phone, and body language. Kirkpatrick Management Company
  5. Briefly touch on some points of the message your staff is sending in the way they dress, the way they talk to people over the phone, and body language. Kirkpatrick Management Company
  6. Briefly touch on being conscious of your current screening procedures and see if it’s working or not. Be sure and update these plans at least every year, but every 6 months is ideal. Kirkpatrick Management Company
  7. Kirkpatrick Management Company
  8. Kirkpatrick Management Company
  9. Kirkpatrick Management Company
  10. Kirkpatrick Management Company
  11. This is where I want a circle with arrows Kirkpatrick Management Company
  12. Chart of why members left the community; what drove them to seek a better deal. Kirkpatrick Management Company
  13. Impact of outstanding maintenance problems vs. overall satisfaction Kirkpatrick Management Company
  14. Impact of overall satisfaction vs. how likely to renew (stay) Kirkpatrick Management Company
  15. Impact of overall satisfaction vs. how likely to renew (stay) Kirkpatrick Management Company
  16. Impact of overall satisfaction vs. how likely to renew (stay) Kirkpatrick Management Company
  17. She’s going to feel underappreciated and as if her problem is not your priority. Kirkpatrick Management Company