Join “The Apartment Doctor,” Doug Chasick, as he shares 10 ways to redefine your customer experience strategy – without breaking the budget – so renters will have nothing but love for your community and their property manager.

1. 10 Simple Steps for a
Stellar Customer
Experience Strategy
Doug Chasick
“The Apartment Doctor”

4. • Property Management and Accounting
• Online Rent Collection (free)
• Prospect / Guest Card Tracking
• Vacancy Marketing
• Websites
• Online Applications & Leases
• Resident Screening
• Mobile Inspections
… So You Run A More Successful Business
Web-Based Property Management Software
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5. 10 Simple Steps for a Stellar
Customer Experience Strategy
Doug Chasick, CPM®,CAPS,CAS,Adv.RAM,CLP, SLE
President, The Fair Housing Institute, Inc.

6. Polling Question #1
In 2018, I believe the most important
competitive advantage I will need is:
• Offering the lowest monthly price in my market
• Having a unified technology solution that is user-
friendly for customers and employees
• Lots of specials and concessions
• Lots of amenities

8. It’s all about your customers

11. Wants/needs/desires

14. Polling Question #2
After location, what’s most important
for my prospects is:
• Being able to take care of everything online
• Face to face communication with the management staff
• A sense of community and an active social environment
with my neighbors
• Feeling valued and taken care of

16. 10. USP?

17. 9. Measure or die

18. 8. Treat problems, not symptoms

19. 7. Choose

20. 6. Fire worst customers now

21. 5. Be user-friendly

23. 4. Convenience is everything

24. 3. Service vs price

25. 2. It’s all about the

26. 1. Authenticity WINS!

27. When things
get tough

29. 1. apologize
2. empathize
3. strategize

31. Polling Question #3
I think the most important element of my 2018
management plan should be:
• Increased training and development for all on-site staff
• Detailed and frequent measurement and analysis of KPIs
• Reviewing and revising systems to ensure efficiency
• Automating and putting online as many customer interactions as
possible

35. Everyone!
11/14/17Here

36. Q&A
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