By John Hall - March 21, 2019
By John Hall - February 13, 2019
Are you getting the most out of your Pynwheel touchscreen?
About to go live, and want to come out of the gate fast?
Or, do you just want a feel for how Pynwheel would look in your office?
Pynwheel touchscreens are powerful sales and leasing tools, and, as with any tools, it is smart to get some pointers on how best to use them.
Here are some of the best practices that we have seen.
1) Put Pynwheel to work
In other words, USE IT!
It’s really that simple. If you put your touchscreen where it won’t be seen, and you don’t make it a part of your routine, it won’t do a lot for you. But, if you make it a regular part of the sales process, you won’t want to live without it.
2) Eliminate the wait
Walk-in visitors matter, and, even though you can’t be expected to get to all of them every time, their time spent waiting can still set you back. Pynwheel applications are designed to be intuitive to first-time users. What was once lost time spent waiting now becomes time spent initiating the sales process for themselves.
3) Ditch that desk
Workspaces are changing with the times, and a lot of businesses are looking at alternatives to the old model of one-desk-per-person. In a sales environment, there is another advantage to getting out from behind that desk. Simply put, standing at a touchscreen with your prospects puts you on equal footing, and turns the process into a collaborative affair.
4) Let somebody else drive
You are no doubt used to having control of the community tour, but Pynwheel works best when you give prospects the opportunity to take the wheel. A smooth user experience makes it fun for them to navigate the benefits you offer, and you get to watch as they reveal what units and amenities appeal to them.
5) But, be ready to help navigate
Like we said, Pynwheel is simple enough for a first-timer to get around, but there are going to be prospects that aren’t as amenable to technology. If your prospects recoil when you invite them to engage with the touchscreen, go ahead and touch away for them. Just make sure to keep them involved. Ask what selections they would like, and stay alert for signs that they are ready to jump in.
6) Get on script
Similarly, even though you want to give up control, there is no reason you can’t help give directions. Have enough familiarity with your application to point prospects toward your best photographs, amenities, and popular local businesses. (Here’s a good trick: When demonstrating how the touch functionality works, you could just “happen to open” a couple of your best photos, or the pop-up for that restaurant near you that everyone is going crazy for. Make sure you play it off like it was unintentional!)
7) Play the game
Touchscreens are fun. That is part of what makes them effective. To that end, encourage prospects to open multiple images, re-size, and just make a mess. Then, have them touch the REORGANIZE button and start all over again. Even if it seems like they might just be goofing around, they are staying engaged with the process, which is a good thing!
8) Play favorites
While a prospect is manipulating the various images and floor plans on the screen, they will no doubt comment on the ones that they like. Make sure you take the gamification process one step further, and tell them to click on the heart icon when that happens. After doing so, they will be able to see all of the items they liked on one page (and they can mess around with them there all over again!). Better yet, they will want to send themselves their favorites as an e-brochure, and you will have a customized map to closing the deal.
How do you Pynwheel? Do you have any best practices that you would like to share?
By John Hall - February 5, 2019
More and more, the changing world of transportation impacts the way that multifamily does business. Technology, and the "shared" economy, are driving resident choice in a profound way.
It is important to understand the current transportation landscape. Are you up to speed on all of the changes and choices out there? Here are some great articles we have read to get you caught up.
By John Hall - January 17, 2019
When writing about resident retention last week, I kept coming back to something that I have heard from apartment professionals for a long time. Almost everyone I have met in multifamily will tell you that renewals are preferable to new leases. They save you a lot of money, require less work, and create a stronger sense of continuity.
[Here is another study demonstrating the value of renewals.]
However, just as there is agreement on the importance of renewals, there is an almost universal frustration with the ability to dedicate the time and resources necessary to improve retention rates. Empty units generate no income, so leasing staffs are encouraged to focus the bulk of their time on filling them.
And this leads to a nasty cycle. While there are things that you could do to improve retention rates, you have to spend most of your time getting all of your units filled, which gives you less time to improve resident satisfaction, which leads to more available units, and on, and on. Arrgh!!!
Now, imagine a world where the cycle works the other way. With leasing being just one manageable portion of your overall workload, you are able to put more time and energy into improving resident satisfaction. Then, all sorts of cool things start to happen:
OK, Shanrgi-La might not be in the cards, but it is possible to turn the cycle around. Happier residents, an unfrazzled leasing staff, and an improved bottom line are well within your reach.
Simple. Make resident satisfaction your priority.
Don’t just talk about it. Do it!
Operational changes need to occur that guarantee a heightened focus on resident satisfaction. Incentives for resident satisfaction should be in line with those for new leases. Leasing practices can be streamlined and modernized to free up time. Schedules can be created that dedicate time to current residents. Duties can be changed so that leasing and resident satisfaction become seperate jobs. Turnaround for resident requests can be actively reduced, through service guarantees.
However you decide to go about it, a change in priorities will be accompanied by some other changes:
1) Your focus shifts to the future
When a resident moves in, they immediately become a prospect again, potentially filling a unit that is due to be open a year away. Your already know your future prospects!
2) Your residents become your best lead generators
Happy residents refer friends, and residents who live with friends are happier residents. There is some good synergy that occurs when most of your residents are also friends.
3) You begin to create a true community
When your time and energy is focused on creating great living conditions for current residents, a truer sense of community is a result.
There is no better incentive to renew than that!
By John Hall - January 11, 2019