Game On Orion Manager's Retreat 2013, Galveston, TX Toni Blake Seminar

2. Your Presenter:
National Speaker
Toni Blake
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Began her career onsite in 1978
Designed custom multifamily training programs 1984 - 2013
Tours as a professional speaker to over 50 cities each year
Toured as a professional comedienne 1992 - 1998
Winner Multifamily PRO Industry Legend Award 2008
Voted by members of the NAA as one of 3 recognized Marketing Gurus

4. We influence each other!

6. Perception = reality

8. Take every opportunity! Stay THIRSTY!

9. looks for the BEST way
not the EASY way!

10. MAINSTREAM - people take the easy way!

14. People can feel your emotions!
(up to 12 feet away)

17. Raised levels of cortisol for prolonged
periods can damp down your immune
system and decrease the number of brain
cells so impairing your memory. It can also
affect your blood pressure and the fats in
your blood making it more likely you will
have a heart attack or stroke.
leased
ortisol to re
sc
Stress cause
rmful
lood with ha
Into your b
rain
ects on the b
eff

18. Stop to de-stress before you take on a big
problem
 Eat Chocolate
 Go walk an apartment
 Play your favorite up-beat song
 Take a 3 minute breathing break
 Count 10 things you are grateful for  Look at a picture of someone you love
 Spend a few moments in a “happy thought”

20. Happy is YOUR job!

21. What lights you UP?
21

22. What’s in your cup?

25. Creative Resources
The Awe-Manac provides daily
forecasts and directives to help
readers make life more
creative, amusing, gratifying,
and extraordinary every day of
the year!
You don’t need to think –
just read & select a good idea!
Expand your creative resources
Expand your ideas!

26. Creative Resources

27. THIS CARD MAY BE KEPT UNTIL NEEDED
AND IS NON-TRANSFERABLE
GET OUT OF JAIL FREE
Date issued: ___ /___ / ___ Issued to: _______________________________________
Issued by:___________________________ Issued for: _________________________
________________________________________________________________________

28. MAY BE SUBJECT TO SCHEDULING RESTRICTIONS
MUST BE USED WITH MANAGEMENT APPROVAL
Employee: _________________________ Issued by:___________________________
Lunch time: ___ : ___ to ___ : ___
Date: ____ /____ / _____

29. MAY BE SUBJECT TO SCHEDULING RESTRICTIONS
MUST BE USED WITH MANAGEMENT APPROVAL
mployee: _________________________ start time: ___ : ___ for Date: ___ /___ / ___
ued by:___________________________
Issued for: _________________________
______________________________________________________________________

31.
Do feelings influence other’s cooperation or trust?
People don’t always remember what you did,
they remember how you made them feel.

32. 1. Build a list of 10 “I AM” strengths and positive attributes .
2. List 5 “I AM” attributes you now demonstrate in your life.
3. List 5 “I AM” attributes you want to develop into your life.

35. What key factors build positive relationship?
By Gary Chapman

36. Thank you . . .
You’re appreciated . . .
Your cooperation matters . . .
You’re a part of . . .
What key factors build positive relationship?

38. Add value to your words with professional graphics
Type in your comment

39. Add the bookmarklet for easy access!
Then choose a presentation style

42. therr
oothe !!
Ann itee
A S it
REE S
FFREE
Recitethis.com
Your typing turned to
FREE graphic art!

43. Encourage people to
be a good will ambassador
for their community.

44. Here are a few to share “Game ON!”

45. Thank you . . .
You’re appreciated . . .
Your cooperation matters . . .
You are a part of . . .
What 4 messages will you build first?

46. What 4 new ways will you share
words of affirmation with your residents.
Email
Print / Card
Facebook
Twitter
Pinterest

47. I found these 4 fun ways you can share
words of affirmation with your staff.

48. W Edit your pictures with cool effects!
NE

49. I built custom digital graphics!

50. I built custom digital graphics for you!

52. Share fun photo editing apps to
inspire your residents to take more photos!
Incredabooth

53. Diptic

54. Redstamp

55. Wordsfoto

56. Age of the Customer
Age of Information
Age of Distribution
Age of Manufacturing
Ford, RCA, P&G
Boeing GE
Wal-Mart, Toyota
UPS, CSX
Amazon, Google
Intuit, IBM
Amazon, Apple,
Microsoft,
The Donaldson Group

57. What matters with the Apartment
Customer Service Experience

58. Being likable is no longer an option –
it’s on the WWW
Age of the Customer

59. What matters to your customer!
Age of the Customer

60. Just Customer’s Prerogative
•
•
•
•
•
•
J.C. Penney spent $170 Million to install the Johnson Team
Spent over $1 billion on new marketing and the customer didn't even pay attention.
During the short stint of Johnson as CEO, share lost more than 50% of their value
JC Penny stock saw its greatest one-day loss in its 74-year history
2013 - For the quarter, JC Penney reported a net loss of $552 million
Total revenue was down to $3.02 billion

61. NO
NO
YES
YES
Each experience adds or subtracts
to our relationship equity.
Relationship Equity = customer loyalty, retention and profit!

62. If Experience is the greatest Teacher
...
Have any of these guys taught you a
lesson?
Johnny, Jack or Jose?

64. How do you get them to dream about you?

65. Age of the Customer
People don’t always remember what you did,
They remember how you made them feel.
Feelings record memories as experience
and become building blocks for relationship.

68. Don’t just show an apartment …
show the value of living in your community.
Teach
Value!
We can’t assume that future residents already know
the value of living in your community.

69. NEW RESIDENT MOVE-IN
APARTMENT COMMUNITY
SERVICE REQUEST/ RENT
SOCIAL NEWS / EVENTS
SERVICE CHECK / /RENEWAL
SERVICE CHECK RENEWAL

70. NEW RESIDENT MOVE-IN
1. Celebration Station
2. New Resident Packet
3. Move-in Day Gift/Tour
SERVICE REQUEST/ RENT
1. Service Request
2. Office Visit
3. Rent Payment
SERVICE CHECK / /RENEWAL
SERVICE CHECK RENEWAL
1. Service Check-up
2. Renewal Invitation
3. Renewal Celebration
APARTMENT COMMUNITY
1. Apartment Quality
2. Amenity Maintenance
3. Area Business Coupons
SOCIAL NEWS / EVENTS
1. Social Media
2. Resident Newsletter
3. Social Events

71. When you become a resident
Experience Christmas Morning
Celebration Station

72. When you become a resident
experience a welcome to the neighborhood along
with helpful details and coupons for the move-in!
Your new resident packet should include:
helpful tips on moving.
Branded Mover’s Guide
101 tips from movers-edge.com
“Open me first” BOX labels
Area information
Moving Coupons
Utility set-up instruction
Welcome letter from * CAMP
Welcome Gifts from * CAMP
* CAMP: Cooperative Area Marketing Partners
Thoughtfulness

73. When you are search for a new
home
Meet Charlie!
Why not have a moving
mascot! All the
information, ideas and tips
are from Charlie! :
Your new packet from Charlie
should include helpful tips…
Branded Mover’s Guide
101 tips from movers-edge.com
Printed change of address labels
“Open me first” BOX labels
Area information
Moving Coupons
Utility set-up instruction
Welcome letter from * CAMP
Welcome Gifts from * CAMP
Thoughtfulness

74. Thank you for considering joining our
Cooperative Area Marketing Partners
The fastest way to grow an economy is by establishing
new households!
Every month our apartment community tours area visitors and
establishes new residents in our area.

75. Cooperative Area Marketing Partners
Together let’s move our economy forward!
Together let’s move our economy forward!
There is no fee for participating.
There is no fee for participating.
We simply want to connect our residents
We simply want to connect our residents
to great places to
to great places to
buy ,,eat & shop locally!
buy eat & shop locally!
Every month we tour area visitors
who become residents of our apartments.
CAMP connects your business with:
•Future Residents/ Area Visitor
•Resident / Area Resident

76. Connect your business with Area Visitors!
Connect your business with Area Visitors!
While visitors are touring the area they may want to enjoy your goods & services!
While visitors are touring the area they may want to enjoy your goods & services!
Bring us your shopping bags with your logo
to add to each apartment. We will let
customers know you are near-by
Bring us your current coupon or marketing
special customers can pick up and shop with
you today and later as a resident!
Bring us your business Card / to-go-menu,
take-home brochure and marketing
postcard to add to each apartment
for the future visit is use in doing business with you.

77. Connect with NEW Residents!
Connect with NEW Residents!
Bring us a special ONE TIME Welcome Gift for
your new customer!
Leave your name and number
with new resident with branded
marketing tools like pens,
magnets, pads, coffee cups or
other logo merchandize!
Print a “Welcome Letter” introducing your services and team.

78. Thanks you for joining our
Cooperative Area Marketing Partners
 Coupons
 Coupons
 Shopping bags with logo
 Shopping bags with logo
 Brochures
 Brochures
 Business cards
 Business cards
 menu //flyer
 menu flyer
 Logo merchandise
 Logo merchandise
 Welcome Letter
 Welcome Letter
 ONE TIME Gift for new resident
 ONE TIME Gift for new resident
Bring your marketing by our community
today so you can join our tour and
connect with area visitors and future
residents. Together we will attract great
new residents to this area!

79. This is ready for
This is ready for
you at
you at
Slideshare.net
Slideshare.net

80. When you become a resident
experience Cooperative Area Marketing Partners

81. When you become a resident
experience Cooperative Area Marketing Partners

82. When you become a resident
experience Cooperative Area Marketing Partners

83. When you become a resident
experience move-in day acts of kindness
Add fresh ice to the freezer with
this note so the new resident
knows that the ice was made fresh
for them.
Thoughtfulness

84. When you become a resident
experience move-in day acts of kindness
Place some water in the
refrigerator with this note!
Thoughtfulness

85. Begin by adding a positive atmosphere!

89. This image has been changed to sepia to
show the lack of color we have in
apartments. It actually blends with other
photos in FULL COLOR!

90. Add Colored Glass!

91. ttp://www.krcrock.com/ecom/index.php?
main_page=product_info&cPath=71_102&products_id=4458&zenid=
da7pb8nmm7u7adqj1ifc16tnp2

93. Pink and White pampass grass, rose fountain, cotton candy, purple love, northern
lights and even Diamond grasses

97. www.Myfacesticker.com

100. Build a positive message and
take control of your reputation!
© 2013 Apartment All Stars. All Rights Reserved.
ApartmentAllStars.com

107. Build a music video to
your online marketing!

108. The program has ready-to-use video
graphics & music.
Upload photos
Upload photos
Add text
Add text
Pick the music & style!
Pick the music & style!

109. Upload your
Music
Video Brochure
To Youtube
to share!

110. Upload your
Music
Video Brochure
from Youtube
to Slideshare.net

111. Pin your Slideshare.net presentation with
your Youtube inside of the Animoto Music
Video Brochure!
It shows the images & the video!

112. Add your campaign
Add your campaign
images to your
images to your
Yelp page!
Yelp page!

115. July 2012
July 2011

116. July 2011
July 2012