Have You Noticed That People Are A LOT These Days? -PAAWW#3

Have you noticed that people are—how shall we say it politely—A LOT these days? Are you struggling with high-maintenance residents, prospects, co-workers, your boss, your mom…!? Is dissatisfaction costing you prospects, resident renewals, and employee turnover? 

If you feel overwhelmed by workplace tensions and customer expectations that are higher than ever, you’re not alone. In this session, Kara and Virginia will put today’s high-stress work environment into perspective by leveraging the most recent data on multifamily customer and associate satisfaction.

Get ready for an insightful and spirited presentation that will leave you armed with practical strategies for creating the best possible encounters with everyone you interact with, helping you safeguard your resident and employee relationship, as well as your bottom line. 

Session Learning Objectives: 

• Identify at least three key factors contributing to increased customer and employee expectations in the multifamily housing industry.
• Examine recent data on multifamily customer and associate satisfaction to understand current trends and challenges. 
• Develop a minimum of five practical strategies for improving interactions with high-maintenance residents, prospects, and co-workers. 
• Analyze both the cost savings and revenue protection value of enhancing resident retention and reducing employee turnover through a focus on satisfaction.

Kara Rice has more than 30 years in multifamily in roles ranging from leasing to leadership, with an emphasis on employee development. Kara is fascinated by the intersection of high performance and high satisfaction—that sweet spot known as employee engagement. As the VP of Education for Swift Bunny, she works with multifamily leaders to make the workplace work well for all associates. Kara is a lifelong learner who enjoys helping others improve their performance. Presenting webinars and at industry conferences is a favorite aspect of work. She is an NAAEI Faculty member, a licensed Florida real estate sales associate, and owner of rental property. Kara lives in Southeast Florida with her family of five and spends her extra time and money on books and Broadway.

Virginia Love began her multifamily career over 30 years ago as a leasing consultant for Trammell Crow Residential Service making $5.72 an hour and $30 a lease. With roles spanning training, marketing, and operations at companies like Summit Properties, Watermarke Companies, and ING Clarion, she joined Entrata in June 2019 as Industry Principal after twelve years as VP of Leasing and Marketing at Waterton Residential. In her current role at Entrata, Virginia drives growth and innovation through active marketing, product development, and sales involvement. Virginia is a National Apartment Association Lyceum graduate and former Atlanta and Georgia Apartment Association Chairperson. In 2021, she was named a Multifamily Influencer by GlobeSt. Real Estate Forum and was honored by Connect CRE’s Women in Real Estate Awards for 2022. A seasoned speaker at industry conferences and events, she's participated in countless industry events. Additionally, Virginia is an Apartment All-Star.

PAA Webinar Wednesdays-supported by Multifamily Insiders-is the largest weekly premium webinar series in the multifamily industry, helping you gain the skills to improve your performance and advance in your career! Through this program, you get access to innovative ideas, best practices, and emerging trends from a variety of topics, including customer service, leasing and marketing, resident retention, career advancement, leadership techniques, and other property management skills to become a superstar at your company and/or in your profession!