Let’s face it.  Apartments are kind of a dime a dozen.  Unless you are in a super niche submarket, there is a good chance your competitor has very similar units and amenities.  That means your physical product is not what makes you special.  It’s also not what is going to lease your units. 

The customer experience and the sense of community at your property are what make you special.  Both of which are often lead by your site teams. 

Your site teams are your partners. If you do a lousy job selecting and educating your partners, everyone fails.  Take advantage of every learning and training moment that comes your way.  Don’t wait until there is a classroom situation or a formal review.  Grab that moment when it happens.

Naturally, ratings and reviews are one of my favorite ways to have those education moments.  I think that by now we all understand the importance of reviews.  We don’t have to sell it anymore. But, now we need to take a step back and make sure we are really processing the feedback. 

How open are you and your team to criticism?  I know…its not one of those questions we really like to answer.  And, it can be difficult to be honest.  Receiving criticism isn’t something that is always easy, but it can be learned.  I know because it is something I have learned.  It is a humbling process that will not only make your teams self-aware but also more confident.  It could actually be the key to their success.

Examine how each of you personally receives feedback.  How do you process it, and how long does it take for you to process it?  Getting negative feedback about your community is kind of like getting a less than desirable performance review.  There is not one way to receive feedback, but there are better ways.  The important thing is that you know your process.

How do you receive feedback?