Empowerment: Lisa Trosien, The Apartment Expert 2024
A Day Dedicated to Leadership and Customer Service
Morning Session 9:30-11:30: “Why Ya’ Gotta Be So Mean?”
In the last few years, people’s patience has worn thin. Their propensity to anger has increasedgreatly; and everyone on your team is affected.
This keynote covers:
- Why people are so angry these days and how to deal with them.
- What strategies and techniques keep current customers happier.
- How to actively listen, show empathy, and provide superior customer service.
- Why it’s so important to get the whole story from our customers.
- The importance of the Power of Positivity.
- Why we need to self-assess regularly.
- How to cope, not only individually, but as a team.
- And much more!
Afternoon Session12:30-2:30: Apartment Leasing Masterclass:
You'll learn:
- The importance of tonality and how to use it
- The do's and don'ts of body language
- How to prevent no-shows
- Closing virtual and self-guided tours with ease
- Setting the tone for the tour
- Best email tips
- Texting techniques
- How to take control of the sale without alienating your customer
- Tour techniques that are seasonal and why you need to change up your models for fall and winter
- Selling your management company and why that is a critical component of the sale
- How to find out what your customer really wants
- And much more
Agenda
| March 20 | |
| 8:30 AM - 9:30 AM | Sponsor Spotlight & Networking |
| 9:30 AM - 11:30 AM | Why Ya' Gotta Be So Mean |
| 11:30 AM - 12:30 PM | Lunch |
| 12:30 PM - 2:30 PM | Apartment Leasing Masterclass |
Event Sponsors:
Lisa Trosien
Lisa Trosien is a highly respected multifamily educator, speaker, author, andconsultant with over 25 years of industry experience. Described by her customers as “incrediblysmart” and “amazingly effective,” she’s worked with owners, management companies, and tradeassociations across the U.S. and Canada. Lisa is utilized as an industry expert by companiessuch as The Wall Street Journal, CBS Marketwatch, Washington Post, National Public Radio,SELF Magazine, Business Week, Chicago Tribune, and more. Attendees of her educationalsessions agree that she presents great information and superior strategies, while still keepinglearning both meaningful and fun. Lisa is well known for her meticulous research and strongpresentation skills. Her presentations for the National Apartment Association’s “Apartmentalize”conference are consistently top-ranked for both content and attendance.
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