Procedures
What are the first five things you need to do when arriving at work?
Clock In - Lights On - Spiff Office - email open and checked - drop box checked
What should you know better than yourself?
Jim rented an apartment online but you have not received his esigned lease back, is he allowed to access the apartment?
No
When can a prospect pick up keys for their apartment?
On the day of move in.
What are acceptable forms of a change of address notice from a customer?
Email (from email on file), text (from phone number on file), in writing
All marketing questions are important, but there is one question that is more important than any other. What is that question?
How did you hear about us today?
According to the lease, how much notice must be given to terminate a lease?
60 days
Can a move-in cancel without penalty on move in day?
Yes - If apartment is not ready and will not be ready within 3 days in writing.
You should always what when you are speaking with a customer on the phone?
SMILE
What are the 4 items needed to process an application?
Application from all leaseholders, Copy of Photo ID, Proof of income for last 6 weeks, Payment of App and Admin Fees.
What marketing source brings us the most business?
word of mouth
What is the only acceptable format for Notice to Vacate?
Written
Can someone operate a business out of their apartment?
No
How soon after approval does the Security Deposit need to be paid?
What is the difference between a feature and a benefit?
Feature tells and Benefit sells.
According to the Renter's Insurance Addendum, what is the minimum amount of Personal Property Insurance Required?
None, we only require Personal Liability Insurance.
Our company standard policy is that all emails and online inquires must be returned within what time frame?
24 Hours
When is a tenant considered late?
On the Second
How often should Google reviews be checked?
Daily
Who should be listed on the lease?
ALL Leaseholders and Occupants, regardless of age.
A check is dropped after hours on the 5th, does this customer get a late fee?
YES because it is due by close of business.
What 4 things should you check before taking payment?
Resident Ledger, Payable to Name, Apartment Address, Resident/Prospect Signature
Why is it so important to try to get your customers to leave a review on Google?
Most people shopping for a product use Google to search and the more reviews you have and the higher your star rating the higher your ranking is on Google search.
When are you allowed to give someone other than the leaseholder information about the account?
Never unless they have Power of Attorney, Executor of the Estate papers or a subpoena.
When can Lease charges or other fees be changed?
At the end of the Lease Term. PP14
Why is it important for you to do a Marketing Survey every month?
To stay up-to-date with what your competition is doing and remain competitive in the market.
Do we have to wait for a criminal conviction to evict someone?
No. (Crime/Drug Free Housing Addendum #6.
If you find a bad online review, what should you do?
Contact your Community Manager so they can address
A customer tells you to stop calling her she knows her bill is due, can you still email and text her reminders?
If a customer comes in and wants to see a unit but you are alone, what do you do?
Turn clock sign around to will return time, lock the door and go show the unit. Never leave the door unlocked.
During a property check you see something seeping out from under someone's door, do we have the right to enter?
Yes, contact customer, take pictures, and note the account.
A customer has passed away and their spouse comes in wanting to access unit to move belongings out, what do you do?
They need a copy of death certificate and executor of the estate papers or you can not help them.
Can we use photos of residents in advertising/marketing?
Yes, as long as they have signed the Photo, Video and Statement Addendum and have not revoked in writing.
When is it ok to take a partial payment?
Never without the permission from a Regional.