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Introductions

Introductions. Your name Where you work Your job responsibilities How long you have been in the industry What you hope to get from this class. Agenda. Customer Service Occupancy Management: From Applicant to Resident Technology. Chapter 1. Customer Service.

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Introductions

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  1. Introductions Your name Where you work Your job responsibilities How long you have been in the industry What you hope to get from this class Course 1: Management of Residential Issues

  2. Agenda Customer Service Occupancy Management: From Applicant to Resident Technology Course 1: Management of Residential Issues

  3. Chapter 1 Customer Service Course 1: Management of Residential Issues

  4. Three Keys to Good Customer Service Communication Attitude Relationships Course 1: Management of Residential Issues

  5. What do you think of when you hear the phrase “Good Customer Service?” Course 1: Management of Residential Issues

  6. Listening Be ready to listen Pay attention to verbal and non-verbal language Use active listening skills Course 1: Management of Residential Issues

  7. Communication Body Language 55% Tone of Voice 38% Words 7% 100% Course 1: Management of Residential Issues

  8. Active Listening Non-verbal gestures - eye contact, nodding Creating checkpoints – “So what you are saying is…” Encouraging the speaker – okay Always summarize to ensure you are on the same page Course 1: Management of Residential Issues

  9. Activity #1 Empathetic Listening Course 1: Management of Residential Issues

  10. Attitude Choose your attitude! Course 1: Management of Residential Issues

  11. Building Relationships Express a genuine interest in the other person Be genuinely friendly Create physical rapport - mirroring Be an active listener Seek agreement Course 1: Management of Residential Issues

  12. Activity #2 Ultimate Question Course 1: Management of Residential Issues

  13. Skill Check #1 Chapter 1 – Customer Service Course 1: Management of Residential Issues

  14. Chapter 2 Occupancy Management: From Applicant to Resident Course 1: Management of Residential Issues

  15. Occupancy Management: From Applicant to Resident • Who completes the application • Importance of completing • Number of applications required • Fees and security deposits • When to deposit checks • Drivers license • Screening process Course 1: Management of Residential Issues

  16. Laws Equal Credit Opportunity Act Fair Credit Reporting Act (FCRA) Fair and Accurate Credit Transaction Act (FACTA) Course 1: Management of Residential Issues

  17. Equal Credit Opportunity Act Makes it unlawful to discriminate against someone with respect to any aspect of the credit application on the basis of race, color, religion, national origin, sex, marital status, age and gender. Course 1: Management of Residential Issues

  18. Fair Credit Reporting Act (FCRA) Designed to protect the privacy and insure the accuracy of consumer report information Requires landlords who deny a lease based on information in the applicant’s consumer report to provide the applicant with an “adverse action notice” 3 most significant CRAs – Equifax, Experian, TransUnion Course 1: Management of Residential Issues

  19. Fair and Accurate Credit Transaction Act (FACTA) Reauthorizes FCRA Addresses consumer concerns about identity theft and inaccuracies in consumer reports Gives consumers the right to limit how businesses can use their non-public personal information Course 1: Management of Residential Issues

  20. Screening Criteria Credit history Income Rental history from previous landlords Eviction records Criminal background Social security number or individual tax identification number Check writing history Course 1: Management of Residential Issues

  21. Credit Report Acceptable accounts ratio Debt to income ratio Rent to income ratio FICO score Course 1: Management of Residential Issues

  22. Criminal History Screening Before any review or check is conducted, you must: inform the applicant that the criminal background check will be done obtain an appropriate written authorization to check the applicant’s criminal history. Course 1: Management of Residential Issues

  23. January 2003 HUD Memo “It is acceptable to refuse to rent to applicants as long as your decision is based on citizenship or immigration status. It is acceptable to require documentation of citizenship or immigration status.” Course 1: Management of Residential Issues

  24. Proof of Legal Residence US Citizen by birth – birth certificate or US passport US Citizen by naturalization – naturalization certificate Immigrant – Permanent Resident Card or green card Non-immigrant – a passport from the native country and/or a visa Refugee – same papers as a non-immigrant Asylee – an I-94 form Course 1: Management of Residential Issues

  25. Community Guidelines Income Occupancy Vehicles Pets Course 1: Management of Residential Issues

  26. Possible Outcomes of Screening Approved Approved with conditions Denied Course 1: Management of Residential Issues

  27. Acceptance or Denial Notification • Applicants must be advised in the same manner • Follow exact rules on timing, format and acknowledgement • Do not leave a voice message • Have a policy on how to handle if the applicant cannot be located • A denial requires a letter with clear reasons Course 1: Management of Residential Issues

  28. Activity #3 Applicant Screening Course 1: Management of Residential Issues

  29. Applicants without SSN What you can do What you cannot do Course 1: Management of Residential Issues

  30. Co-signers Complete a co-signer agreement Sign the lease Course 1: Management of Residential Issues

  31. Deposits/Fees Application fee Holding deposit/Application deposit/ Administrative fee Security deposit Pet deposit Course 1: Management of Residential Issues

  32. Lease A legally enforceable contract that grants a resident the rights and responsibilities of possession and use of an apartment for a specified period of time. Course 1: Management of Residential Issues

  33. The Lease Basic elements Occupant Changes Community Policies Course 1: Management of Residential Issues

  34. Move-In Procedures Set an orientation walk-through appointment with the resident Prepare copies of lease Provide a move-in packet Conduct walk-through Collect rent Provide keys Place a follow-up call Course 1: Management of Residential Issues

  35. Maintenance Orientation Agenda Location of circuit breaker box Use of all major appliances Overview of the HVAC system Opening and closing of window and door locks Operation of light switches and wall outlets Light bulb policy Operation of toilet Operation of garage door openers Operation of alarm system Course 1: Management of Residential Issues

  36. Resident Retention Controllable reasons that can reduce turnover: Staff performance Maintenance response time Office responsiveness Maintenance work quality Office staff work quality Course 1: Management of Residential Issues

  37. Emergency Requests No electricity No plumbing or water Major water infiltration No heat (55-60°) No air conditioning over 86-90° Smoke alarms or Carbon Dioxide detectors sounding Apartment access problems Course 1: Management of Residential Issues

  38. Key Policy • Key systems • Key control • Vacant units • Model units • Move-ins • Move-outs • Key release form • Key release log • Lost keys • Lock changes Course 1: Management of Residential Issues

  39. Resident Newsletter A publication that is put out by the management company to provide helpful information to all residents in the community. Course 1: Management of Residential Issues

  40. Types of Criminal Activity Resident-Resident disputes Domestic violence Drug dealing – what are the signs? Course 1: Management of Residential Issues

  41. Activity #4 What Would You Do? Course 1: Management of Residential Issues

  42. File and Retention Guidelines • Active lease files • Inactive lease files • Service request files • Vendor files • Payroll files • Personnel files • Month-end reports • Financial statements • Incident report file • Detailed unit status report/guest cards • Data backup diskettes • Fair Housing/ADA Modifications/ Accommodation Request file Course 1: Management of Residential Issues

  43. Rent Policies and Procedures Due dates Discounts Late fees Delinquency reports Course 1: Management of Residential Issues

  44. Rent Roll Apartment number Move-in date Lease expiration date Rental rate Amount collected Course 1: Management of Residential Issues

  45. Ways to Combat Rent Delinquencies Late rent notices No concession Eviction notices Payment in full – post payment first to other charges then to rent Course 1: Management of Residential Issues

  46. Three Keys to Ensuring Rent is Paid on Time Be persistent – remind residents that their payment is late. Be consistent – follow your written policy in same way month after month, year after year. Be firm – do not make exceptions Course 1: Management of Residential Issues

  47. Methods of Payment Personal checks Money orders Certified checks Cashier checks Electronic payments Credit card Cash? Course 1: Management of Residential Issues

  48. Why Rent Increases? Rent increases help: Cover rising costs Recover losses Add amenities Make repairs Upgrade the property Increase the value of the property Meet owner objectives Course 1: Management of Residential Issues

  49. Move-Out Notice When you receive a written move-out notice, Try to save the lease Explain move-out procedures Ensure all lessees have signed notice Write time and date notice received Rent charged until keys returned Obtain forwarding address Send a move-out letter Course 1: Management of Residential Issues

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