NEW SERIES

#MakeItSTOP:One and Done Solutions to

Recurring Resident Complaints

Jen Piccotti

Lia Nichole Smith

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SatisFactsJenSatisFactsLia

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33%Very Likely to Renew 22

%Not Likely

2015 SatisFacts Index, Insite® Pre-Renewal

45%Somewhat Likely and I Don’t Know

2015 SatisFacts Index, Insite® Pre-Renewal

COMMON ONLINE

COMPLAINTS

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MAINTENANCE

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We have lived here for 2.5 years. At first it was great here but then we started noticing the grounds started becoming unkempt, our unit is falling apart, maintenance takes days and sometimes weeks to answer requests and almost never fixes the problem.

#insitesliveApartmentRatings.com Review, November 2014

STREAMLINE REQUEST PROCESS1. Details2. Immediate input3. Relay delays4. Touch base5. Ensure satisfaction

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CUSTOMER SERVICE

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I am appalled at the fact that the landlord actually considers the building "professionally managed." Not one person on the staff is professional. While the manager may not be rude, she is anything but professional. During major emergencies she does not respond for days. And her only excuse is that she forgot her phone.

ApartmentRatings.com Review, January 2015

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EXPECTATION OF RESPONSE1. 2 hour limit2. Monitor3. Ready answers

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NEIGHBORS

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Most of the residents seem to be underage alcohol binge drinking college kids. For all the security and criminal checks they claim to do to live in this place it doesn´t show from the behavior of my neighbors. If you are considering moving here you should reconsider... unless you are an alcoholic college kid who doesn´t care about living in a hole.

ApartmentRatings.com Review, December 2014

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RESOLVE ISSUES1. Formal process2. Escalate when necessary3. Follow up 4. Check in

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SAFETY

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I have witnessed drug sales and use on this property, not to mention my child found a syringe on the grass near our unit, security is advertised as a perk here but we and many neighbors have had our vehicles broken into, security that responded was a frail old man that seemed of poor health and rude.

ApartmentRatings.com Review, February 2015

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MANAGE ACCOUNTABILITIES1. Controlled access features2. Screening process3. Unauthorized occupants4. Unauthorized pets5. Vacant apartment homes

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RENTDEPOSITS/

FEES #insiteslive

When I left I asked to go on a walk through because I didn't trust this apartment complex, the lady who did it said they would take $15 maximum because the stove wasn't cleaned well enough, sure enough when I get my deposit back they had taken $170. May not be a lot of money to some but it is to me and my family.

ApartmentRatings.com Review, September, 2014

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CLARIFY POLICIES1. Prospects2. Move-Ins3. Move-Outs4. Upcoming changes5. Documentation for charges

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KEY TAKE-A-WAYS #insiteslive

STREAMLINE

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RESPOND

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RESOLVE

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MANAGE

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CLARIFY

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Moveable Middle Series

May #EnvyMe:

Renters With a Homeowner’s Mentality

May 21

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June#InstaBROKE:

Is Price Really a Factor?June 18

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SPECIAL WEBINAR!

May 15th9am PST

12pm EST