Join multifamily’s resident satisfaction and retention authorities, Lia Smith 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

  • Level: Intermediate to Advanced
  • Length: 30 minutes
  • Subscription: FREE
  • Sponsor: SatisFacts Research

Episode Guide


The Retention Report – 30 Minute Manager Series


The summer months are traditionally known as the “Leasing Season” but this is the Year of the Satisfied Resident, and retention is the year-round money maker. Only “no-cost” strategies will be presented. Maximize your revenue stream in just 30-minutes!

Register Here – Creating Community (Without Breaking the Bank!)

Ask a property manager to create a sense of community, and most instantly think of the dollars they need to budget for resident events. Find out how residents define “community” and how to build those connections for low –to – no dollars!

Register Here –  Service Requests: A Total Team Effort

Find out the best practices of the top-performing maintenance teams in the multi-family industry! Their secret? You’ll be surprised at what their leasing teams are doing to set them up for success!

Register Here Leasing to Current Residents

Residents don’t simply renew their lease; they are renewing the level of service, quality of maintenance, and your team’s dependability – often at a higher price.  Here are the 5 leasing techniques that can also be applied to securing renewals.

Register Here  Online Reviews are the New Smoke Signals

One of the oldest forms of long-distance communication, smoke signals have been used to transmit news, signal danger and gather people to a common area.  Sounds a lot like online rating and review sites!  Learn how to communicate “all is well” at your community and get your message across loud and clear!

Register Here  The Year of the Satisfied Resident

Residents are telling us loud and clear what they want most out of their living experience … but are we listening?  Join us for this informative session as we explore what residents want today and what your team can do to ensure residents are satisfied this year and for years to come.

Register Here Weighing the Value of Resident Events

Do an internet search for “Resident Retention” and you’ll find hundreds ideas for resident events and activities. But what impact do these really have on resident loyalty? Learn what matters most to residents when they are making their lease renewal decision!

Register Here  Generating Gratitude on Your Online Ratings

How to maximize positive comments and scores on your rating and review sites, keeping in mind that online reputation begins with your onsite reputation.

Register Here  Leasing Agent: Stand Out! Get Noticed!

An insider’s look on how to reach your full potential in the eyes of your prospects and your company, including, how to connect with prospect/new resident/existing resident, how to win points with the maintenance team, and how to impress your supervisor!

Register Here  The Top 5 Ways You Can Impact Lease Renewals

What has the greatest impact on resident loyalty? Here’s the latest data on what matters most to residents when they are making their lease renewal decision and what you can do to impact that decision.

Register Here  How the Maintenance Team Will Save Your Summer

The summer months can cause a priority tug of war between turning units and addressing service requests. Learn strategies for maintaining balance between the two needs that not only benefit existing and new residents, but office and maintenance team members too!

Register Here  Move-In Magic

New residents begin to make their lease renewal decision within the first hours and days of moving in. Learn the keys to a perfect or near-perfect move-in experience that sets the stage for lease renewal from Day 1.

Register Here  – Making the Grade in Student Housing

School will be back in session before you know it, and you’ll want to be prepared! Learn the latest in how and why students (and their parents) may choose apartment living over a dorm, what makes student renters different than conventional renters, and what matters most, based on the findings of the 2012 SatisFacts Student Index.

Register Here 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!

Register Here  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  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 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  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 by over 200% in less than one year.

Register Here Inside the Head of Today’s Online Renter – Part One

Register Here  Inside the Head of Today’s Online Renter – Part Two

Register Here Inside the Head of Today’s Online Renter – Part Three

Register Here 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  Retention Season is Three Months Away. Do You Know Where Your Renewals Are?

Register Here  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  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.

MultifamilyproTV 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.


Lia Smith career in training, property management and marketing began in the mid 1990’s. Lia began her training career at Nextel Communications, where she was responsible for training over 1,000 Customer Care Representatives. She then embarked on a new career in property management as a Leasing Associate with Lincoln Property Company, and steadily moved up the ranks. Lia was able to merge the worlds of training and property management when in 2006 she became Director of Training and Marketing at SPM Property Management, a 14,000+ unit portfolio; this included creating SPM Academy and a Learning Management System. She also developed and managed SPM’s resident feedback program, and was responsible for providing post-survey action planning support for property teams and management. Lia has proven experience in solving training and resident retention challenges for market, affordable, senior, tax credit and student communities. These experiences have helped Lia relate to both onsite and corporate associates. Lastly, Lia has presented at key industry events such as MultifamilyPro Brainstorming on topics related to developing the operational and service skills of onsite and executive level teams.  Lia Joined the SatisFacts team in 2011 as VP of Education and Consulting.

Have a Question?  Want Info?  Contact SatisFacts!

Address: 2360 W. Joppa Road, Suite 322, Lutherville, MD 21093
Phone: 866.655.1490
Fax: 866.655.1491

Previous Episodes



The summer months are traditionally known as the “Leasing Season” but this is the Year of the Satisfied Resident, and retention is the year-round money maker. 

Only “no-cost” strategies will be presented.  Maximize your revenue stream in just 30-minutes!