Join multifamily’s resident satisfaction and retention authorities, Doug Miller and Jen Piccotti of SatisFacts. The absolute most effective thing you can do to keep your efforts on track is to safeguard your most valuable investment: the customers you already have. Given the high cost of turnover and that the majority of turnover is controllable (yes, it is!), that’s why we’ve devoted an entire show to just this aspect of the way we do business today. In each episode, you’ll hear more about what drives retention and learn about best practices that will improve resident satisfaction and keep them renewing!
The Retention Report Details
- Dates: Third Thursday of each month
- Time: 12:00 pm Noon Eastern, 11:00 am Central,10:00 am Mountain, 9:00 am Pacific
- Register: The Retention Report
- Level: Intermediate to Advanced
- Length: 30 minutes
- Subscription: FREE
- Sponsor: SatisFacts Research
Episode Guide
Register Here for Thursday, May 17, 2012 - How 54% of Your Current Residents Will Boost Your Online Reputation
According to the currently released SatisFacts study, “Getting Inside the Head of the Online Renter,” a majority of residents are willing to post positive online reviews about your community, but only a small percentage ever do. Discover how to fix this disconnect and dramatically improve your online reputation!
Previous Episodes
Register Here for May 19, 2011 – Service Request Superheroes: Saving Residents, One Service Request at a Time - The maintenance teams are considered the superheroes of an apartment community by the residents. And why shouldn’t they be? They swoop in and save the day, whether by plunging a toilet, fixing the A/C unit on a 100 degree day or repairing a stove just hours before a family celebration. The truth, however, is that a successful service request resolution process is an entire team effort – starting with the leasing office taking the service request call, and ending with follow up. Residents expect their requests to be completed quickly and correctly, and failure to do so can results in increased turnover. This session will review the 2010 SatisFacts Index for the Insite Work Order Follow Up module, show the powerful relationship with service delivery on satisfaction, as well as provide suggestions on how to evaluate your service request process from start to finish to show residents they have an entire team of superheroes providing exceptional service.
Register Here for June 16, 2011 – The Road to Resident Renewals - Research shows that the most impactful way to increase Net Operating Income and Asset Value is to boost satisfaction to hold on to your existing residents and reduce resistance to rent increases. Learn from one client’s dramatic case study of how focusing on best practices increased their residents’ likelihood to renew by 16 points and reduced vacancy loss by 21 percent!
Register Here for July 21, 2011 – Residents Say the Darndest Things - We can talk all we want about what matters most and what drives satisfaction and retention, but no one says it better than your residents. In this unique session, we’ll share real resident quotes from our Insite 365-day-per-year customer service feedback system and strategies to accentuate the positive service you and your team provide.
Register Here for August 18, 2011 – How Your Retention Strategy Impacts your Online Reputation - Online reputation management begins with your onsite reputation management. Learn where your residents and prospects are (and are not) looking online to find out information about you, and what you can do in your daily resident interactions to reduce negative online press. In this dramatic client case study, learn how one company was able to reduce the number of negative comments on Apartmentratings.com by over 200% in less than one year.
Register Here for Thursday, October 20, 2011 – Inside the Head of Today’s Online Renter – Part One
Register Here for Thursday, November 17, 2011 – Inside the Head of Today’s Online Renter – Part Two
Register Here for Thursday, December 15, 2011 – Inside the Head of Today’s Online Renter – Part Three
Register Here for Thursday, January 26, 2012 – Boost Your Online Ratings! Hosted by Jen Piccotti and Lia Nichole Smith - Based on new data from SatisFacts’ 2011 study, “Getting Inside the Head of the Online Renter,” learn what opportunities you may be missing to increase your positive comments and scores on the most popular rating and review sites.
Register Here for Thursday, February 16, 2012 – Retention Season is Three Months Away. Do You Know Where Your Renewals Are?
Register Here for Thursday, March 15, 2012 – The Top 10 Reasons Residents May Not Renew Their Lease with You - The latest data from the SatisFacts Index reveal the truth behind residents choosing not to renew their lease. Find out how to defend against many surprisingly controllable issues!
Register Here for Thursday, April 19, 2012 - Your Retention Strategy begins on Move-In Day – Did you know residents begin to make their lease renewal decision within the first days and even hours of moving in? Find out how to ensure you are setting up your residents for a successful move-in and to “set the stage” for a long-lasting residency.
Doug Miller
Since the mid 1980s Doug Miller, President of SatisFacts Research, has been involved with the marketing, research and training functions for thousands of properties nationwide. Prior to starting his own businesses in 1996, Miller was Director of Marketing for several national and regional property management firms including NMHC Top 50 Forest City Residential. Doug is the multifamily industry’s leading authority on resident satisfaction research and retention – surveying millions of residents over the years to determine what best practices drive satisfaction and retention…and how to use this information to reduce controllable turnover. Miller received his BSBA from Washington University/St. Louis and MBA from The American University (DC).
Jen Piccotti
VP – Consulting Services Group, has over a decade of resident loyalty and process efficiency experience. A noted author and keynote speaker in the multifamily industry, she has served as chair of the Service Quality Division for the American Society for Quality (ASQ), and has been MC for their Annual Service Quality Conference for several years running. Previously, Jen was Quality Manager for a privately held property management company in Southern California where she oversaw the quality assurance program, including loyalty programs, work-time studies, process improvement initiatives, QA training and organizational communication. Jen received her undergraduate degree from Boise State, and holds a Master of Science – Quality Assurance from California State University, Dominguez Hills.
Have a Question? Want Info? Contact SatisFacts!
Email: info@satisfacts.com
Address: 2360 W. Joppa Road, Suite 322, Lutherville, MD 21093
Phone: 866.655.1490
Fax: 866.655.1491
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