Maintenance
Two important questions needed to be asked by the team member when a resident calls in an A/C service request.
What is have you changed your A/C filter within the last thirty to sixty days?
What is the thermostat set to, on or auto?
The moment you start the retention cycle.
What is the moment the prospect leases every interaction from that moment on is left to build rapport and show the prospect you want them there a part of the community long term?
Explain how to deal with an irate resident.
What is asking the resident to step into an office to speak with you in private away from lobby or leasing area. Then ask what their concern or issue is and informing them you are there to listen and help. Ask what they would make them happy or what they feel will resolve the issue. State that you have heard what they have had to say and gather all information and propose a solution. Calming tone at all times regardless of how upset the resident is.
The four key elements of excellent time management skills.
What is organization, plan your work, know how and when to multi-task, eliminate the unnecessary?
Out of the list of Core Values below, which are NOT correct?
What is Follow the Golden Rule; we are People First?
Maintenance emergency calls consist of.
What is A/C not cooling and it is 80 degrees or more for the outside temperature?
What is heater is not heating and it is 50 degrees or less outside temperature?
What is all major water leaks
What is toilet not functioning and there is only one bathroom in the unit?
What is all major electrical issues that may cause fires?
Two indications that resident retention is high and affective at the community.
What is an increase in renewals?
What is an increase in positive ratings and reviews?
Should you ever immediately start quoting policy or the lease after a resident has informed you of an issue?
What is no, first and foremost you must state that you are listening to what they have said and understand their frustration. Then you may begin with stating policy if you must and is the only way to resolve or bring clarity to the situation.
Nolan motto prior to answering the phone.
What is Be RED-Y?
What is do not answer on the first ring?
State the core value related to customer-centricity.
What is do customer-centricity through emotional experiences?
A service request is called in for a garbage disposal not working, what is the first question you should ask and guide the resident to do? (Especially if a new move-in)
What is have you hit the reset button, it is located on the side or bottom of the garbage disposal usually a red, black, or white button?
Top three most common methods of resident retention.
What is resident events?
What is birthday cards?
What is move-in gifts?
The action you take should you hear gossip amongst your team members about other team members or other communities or the company.
What is do not participate in it, ask whoever is gossiping to stop and you do not wish to hear or be apart of it?
What is immediately inform supervisor or HR depending on severity of situation or who is involved?
If you must place a prospect/resident on hold what is the maximum amount of time they should remain on hold?
What is no more than thirty seconds?
State the core value that is two words.
Two most typical items to check first when a resident calls a in for a service request about their toilet running or not flushing properly.
What is replace flapper?
What is replace broken chain?
Communities should host resident events how often?
What is small weekly contests via social media, gamefications, etc.?
What is one larger event monthly?
The different forms of counseling action.
What is verbal friendly warning (documented), written warning, suspension, and discharge?
How often should Knock leads that fall under the property tab be cleared out?
What is daily?
Our value states we build relationships by what?
What is by communicating with integrity?
Difference between flat, gloss, and semi-gloss paint.
What is flat has very little to no sheen, not well for stain-resistant areas?
What is gloss has the highest amount of sheen and much more stain-resistant?
What is semi-gloss has a sleek sheen, resists mildew, moisture, and wear?
Nolan's mission.
What is People First?
Key factors for effective discipline.
What is immediate, with warning, consistent and impersonal?
NRED percentage benchmark in what amount of time for lead response.
What is 75% of leads responded to within one hour during business hours.
Name five NRED core values.
What is:
1. Do customer-centricity through emotional experiences.
2. Create fun and own different.
3. Be passionately determined.
4. Be humble.
5. Do more with less.
6. Build relationships through communicating with integrity.
7. Open the mind and release your imagination.
8. Bear-hug and deliver change.
9. Build a positive team.
10. Learn with purpose and grow.