Deena Howell’s granddaughter sells an uncanny amount of Girl Scout cookies. “That’s because I taught her everything she knows about sales,” Howell smiles with a twinkle in her eye. “That’s why she’s so good at selling those cookies.” For nearly a decade, Howell worked as a leasing agent before becoming a trainer with her company. The skills she learned in the field benefited her throughout her entire career and well into her retirement as a leader in her granddaughter’s troop. Through her own experiences and training others, Howell has discovered seven pointers that help decent leasing consultants become stellar. Practice Empathy in Action Rather than selling from a script or promoting things that you like about the community, take the time to understand prospects’ needs and interests. Use those points to present the home that is right for them. “Make that unit seem like it was made for them rather than selling the first available unit. When you understand them, you understand what they need to hear and see.” Learn Active Listening Listening and processing information is vital to effective communication, especially with investments like a home. “Listening is the single best way to learn what the prospect really wants and how to sell it to them,” says Howell. “Even repeat info back to them to clarify. They will appreciate that you’re trying to understand them and they’ll trust your insights later on.” Sell Value, Not a Product “We don’t just sell a unit,” says Howell. “We sell a home, a lifestyle and possibilities.” The floor plan may encourage prospects to call but selling the lifestyle and the future possibilities will get them to sign the lease and renew later. Keep Learning About the Community This is especially important if you commute to work....

Mobile tools are all about immediacy and action — and when it comes to maintenance, that means responding more quickly, entering and completing work orders from the field, and getting real time updates to ensure the right work is done at the right time. Yardi Maintenance Mobile offers the convenience of creating, updating and closing work orders from a mobile device, with the ability to include photos and notes as well as add technician labor and inventory to work orders — and the information is automatically updated in Yardi Voyager®. For Wesley Fonseca, maintenance technician at Post Glen near Atlanta, Ga., Maintenance Mobile has been a game changer. “I’ve seen my time management get so much better with Yardi because of how I’m able to access the work orders on my smartphone. Maintenance Mobile has helped me save time in that I don’t have to print the work orders. I can map out my whole day and give certain spaces for emergencies and that sort of stuff. I have the ability to add and drop work orders, and sign them off in the field. Also, being able to have what I need at my fingertips, right on the spot, has helped me be more time efficient.” In addition to improving efficiency, mobile tools help improve retention by providing great service to residents and tenants. “Maintenance Mobile is a good selling point as far as the residents are concerned because everything is so technologically advanced now. They expect to see technology in use,” Fonseca says. “The residents have their place where they can put the different time of whatever day that they prefer for us to visit. They like being able to submit requests online, have us receive them, and then fix things and document...

When seeking your ideal property management software, you will likely wade through countless options, each offering a different combination of services at a range of prices. You’ll come across features that you crave, other that you don’t need, and several that you might not understand. One product makes your decision simple: Genesis². Yardi Genesis²™ is our cost-effective Software as a Service (SaaS) property management and accounting solution that is crafted for clients with under 1,000 units or less than 1 million square feet.  This cloud-based, browser agnostic tool combines your operational and accounting data in a single database that you can access anywhere you have an internet connection. The beauty of this simplicity: lower overhead costs thanks to automated workflows, streamlined processes that minimize human error, and hassle-free automatic updates that reward your IT crew with time for other tasks. Now that you’ve got the gist, let’s dive into the details. Genesis²  features a robust general ledger with accounts receivable and accounts payable functions, check writing, and bank reconciliation. The software offers easy-to-use dashboards with quick analytics and reporting; Genesis² is equipped with over 140 industry-standard reports that can be exported quickly to Adobe® PDF, Microsoft Word®, or Microsoft Excel®. With built-in security features and automatic updates, your data stays safe. Whether your portfolio includes multifamily, condo, office, industrial, or retail properties, Genesis² has specialized features for each property type. For commercial clients, the software hones in on your financial needs, providing automated functionality for estimated CAM reconciliation. Reports can be shared with your tenants and the charges or credits can be easily posted to their accounts. Specifically for retail properties, the overage module calculates and posts the additional charges due based on sales figures submitted by your tenant, and for leases with price index clauses a...

The following interview by Nisha Randhava appeared on the All Property Management blog, an industry resource on property management technology. In this digital world, where information can be accessed quickly and at any time, managing your online reputation as a property management company is critical. Learning how to access this information and keep it updated in a timely manner however, can be difficult if you do not know where to begin. The property management software Yardi Voyager, provides a reputation management feature. In addition, property managers can utilize the online leasing and resident services and property marketing sites. We spoke with Brad Setser, VP of Marketing, to learn more. APM: Please describe the product and its function. Brad: Yardi Voyager is our flagship property management and accounting platform. Voyager, plus a suite of complementary products, creates a full real estate management solution-operations, accounting and ancillary processes and services with portfolio-wide business intelligence and platform-wide mobility-for all types of real estate. We recently launched the latest version of Yardi Voyager, called Yardi Voyager 7S. One of the most significant aspects of 7S is that it’s browser-agnostic, which means the entire program can be run from any mobile device as easily as from a desktop. All new Voyager clients adopt 7S and we’re upgrading our existing clients. APM: What made you develop your product? Brad: We know that many people conduct much of their business, personal as well as work-related, on the go.We responded by developing Voyager 7S to help our clients meet the mobile expectations of their residents, tenants and investors. We wanted to make Voyager a one-stop solution where users can conduct all marketing, leasing and property maintenance operations from any mobile device. This accessibility helps our clients attract tenants and residents, retain them...

Viva Industrial Trust Management (VIT) will leverage cloud-based property management and automated budgeting solutions from Yardi to manage its 2.4-million-square-foot business park and industrial property portfolio. VIT selected Yardi Voyager®, a browser-agnostic, mobile enabled Software as a Service (SaaS) platform that utilises the latest in cloud services technologies. VIT has its own installation of the application and its own secure database, allowing the company to control program versions and upgrades. VIT anticipates faster budget review completion, highly accurate budgeting and forecasting, timely calculation of net present values and internal rates of return, and advanced commercial tenant analytic reports from Yardi Advanced Budgeting & Forecasting™. “We were impressed with Voyager’s extensive functionality, ease of use and strong local presence. Voyager will help us make well-informed business decisions by improving our business processes resulting in better service for our tenants,” said the financial controller of VIT, Mr Lawrence Chan. “VIT is one of many real estate investment trusts (REITs) to recognize the benefits of applying proven property solutions that solve critical business challenges,” said Neal Gemassmer, vice president of international for Yardi.  “We are excited to welcome VIT to our growing roster of Asia Pacific clients.”   About Viva Industrial Trust Management Viva Industrial Trust (VIT) is a Singapore-focused business park and industrial trust listed on the Mainboard of the Singapore Exchange (SGX-ST), which comprises Viva Industrial Real Estate Investment Trust (VI-REIT) and Viva Industrial Business Trust (VI-BT). VIT focuses on a diversified portfolio of income-producing real estate that is used predominantly for business parks and other industrial purposes in Singapore and elsewhere in the Asia Pacific region. VIT properties cover an aggregate gross floor area of 2.4 million square feet. Its 11 buildings serve more than 100 tenants. For more information, visit...

Invoice processing services also help property managers monitor costs in several ways, says Brad Chandler, industry principal with Santa Barbara, Calif.-based Tech Choice Award winner Yardi Procure to Pay. Since invoices are digital, Chandler says, property managers can view them at any time without needing to search across various desks to assess property budget impact. This is key to financial decision-making throughout the month, and it also saves money, as there are no invoices to consume scarce office space. “The workflows that guide each invoice to the correct approvers eliminate the need to mail invoices to regional managers or headquarters for eventual payment,” he adds. According to Chandler, “Property managers are also able to view budgetary impacts prior to payable creation, to support future purchase decisions and also track service contract invoices against defined budgets as they are processed. “[This] provides insight of actuals against contract terms to ensure the budget continues to support the execution,” says Chandler. In addition, invoice processing can identify potential problems before they become actual problems, Chandler reports. Linking invoices to service contracts provides insight into execution actuals versus planned budgets, with each invoice eliminating reactionary steps when the budget is exhausted and the contract is not completed. Invoice processing systems can also identify duplicate invoices to prevent potential duplicate payments, which can impact cash availability. “Further, invoice workflows can be reported on when delays occur that could impact timely payment and payment discounts,” adds Chandler. “Property managers can assess the timing of payments to available cash and avoid insufficient funds and/or late fees. With electronic invoices, property managers can easily research vendor or client questions, no matter what workflow status the invoice is in.” According to Chandler, they can also expediently provide an invoice image and data, approval...

When it comes to property management software, every company’s needs are unique. But one thing many companies have in common, according to a recent survey by a software review website, is a desire to increase the operational efficiency and effectiveness of their properties through smart software solutions. Companies across many industries are finding that that their technology goals are more easily achieved when working with fewer vendors. Saving time and money and increasing productivity and efficiency are motivating factors for such a shift, not to mention that single stack technology solutions are integral to building useful databases, better serving customers, and producing dynamic business intelligence. A recent survey from software review provider Software Advice provided insight into what needs and expectations property managers have from industry-specific software.  The company’s website provides detailed reviews, comparisons and research to help property managers choose the right software. Aundraya Ruse is an Editorial Coordinator for Software Advice. She helps manage Software Advice’s content and primary research across six enterprise software markets, including property management and construction. She answered a few questions for us about overarching trends in property  management software, as revealed by the summary report findings. 1. What overall conclusions can you make about the state of the property management software industry based on the results of this survey? Ruse: We found the majority of property management software buyers in our sample are looking to improve the efficiency and effectiveness of their property management operations. This was by far the most common reason buyers purchase property management software (based on responses from our full report). Reasons for Purchasing – High Level Overview   We also learned most of these buyers were using spreadsheets or other manual methods to manage their properties, while buyers already using property management software...

As the population continues to age and more medical office buildings come online in response, demand for management services is expanding. But this is not your typical commercial property management. Owners, operators and managers must be able to adapt to a rapidly changing environment. “The healthcare landscape is changing all the time, technology is changing all the time, needs of office space are changing all the time,” noted Christopher Merrill, president & CEO of Harrison Street Real Estate Capital. Healthcare and seniors housing assets account for about 50 percent of the company’s portfolio. This year alone, 10.3 million square feet of new medical office buildings will come online, a 2.5 million-square-foot increase compared to 2012, according to a study released in late May by Marcus & Millichap Real Estate Investment Services Inc. By 2016, demand for medical office buildings will increase by about 20 percent, according to an estimate by the Urban Land Institute; demand for space will increase by 64 million square feet during the next decade. Today’s new breed of medical office buildings is characterized by designs that promote efficient use of space, data sharing and improved interaction between medical staff and patients. End users are gravitating toward this newer product, a preference that is skewing leasing trends. Medical office facilities completed since 2007 have rung up about 8.3 million square feet of positive absorption during the past year. MOBs built before 2007 have fared considerably less well. As of the first quarter of 2013, pre-2007 MOBs had sustained negative absorption in six of the past eight quarters, Marcus & Miillichap reported. As with other property categories, management strategies for healthcare facilities vary widely. Health Care REIT Inc. manages its 1,133-property portfolio of healthcare and seniors housing in house. Other investors, like...

What began as a small push from eco-conscious businesses has become a cost effective movement that is sweeping Europe and North America. By switching to daytime cleaning services, businesses are experiencing multitudinous benefits. Still, most businesses are not thrilled about the idea: will the activity cause a disruption in the workplace? Will employees be distracted by the noise? While all valid concerns, a better understanding of how daytime cleaning works can eliminate worries. How it works For starters, no one will ask your clients to lift their feet so that the vacuum can pass under. You should not choke on floating dust during an intense sales call, either. The cleaning staff simply starts emptying trash cans, cleaning restrooms and other relatively quiet tasks during the last few hours of business. Once most employees are gone, the heavy duty work begins. Starting maintenance a few hours earlier permits the cleaning crew to leave the business earlier. The monetary savings come when cleaning tasks overlap with regular business hours. Tony Guzzeta of ABM Janitorial Services explains, “One of the biggest uses in the building is energy. If you could conceivably do some cleaning while people are at their jobs, you cut the end result time down and again, it saves money.” The lights and air conditioning, for example, are already running. There is no need to consume more energy for several hours after the business has closed so that the janitors can work. “There are about three fewer hours at night that the lights would be on, which would save you between nine and ten cents per square foot” says Rick Needham, General Manager of 10 & 120 S. Riverside Plaza. For larger businesses, the savings are more impressive. The California EPA building saved nearly $100,000...

Increase your property’s visibility to perspective clients while promoting tenant engagement through advances in near-field communication. You may recall advertisements for various smartphones where file and photo sharing occur by simply bringing the devices within a few centimeters of each other. You may have also seen SmartPass devices in stores and vending machines that allow customers to pay for products and services by passing their credit card over a tag. Such technologies are examples of near-field communication (NFC), a rapidly growing series of standards that allow mobile devices to communicate with other devices within close proximity. NFC has taken hold in various pockets of commerce and entertainment, making transactions faster and more convenient. Ticketing for transportation and entertainment venues around the globe utilize cards and key fobs to permit access goods and services. Box offices allow patrons to present digital tickets in place of their paper counterparts. Loyalty programs for various stores rely on stickers and cards to connect customers to rewards and discounts. Perhaps most importantly, many of us have offered silent expressions of gratitude as our children quietly enjoy multi-player gaming on separate devices while sitting in the back seat of the car. It sure beats arguing over the radio station. The versatility of NFC has proven to be its greatest asset. NFC standards permit a nearly effortless exchange of images, videos, data and text. It can replace paper while still leaving a trail suitable for verification and authenticity. As the market continues to grow, the potential of NFC will continue to expand. Near-field communication lends itself to practical and fun uses within the multifamily housing industry: – Leasing agents can create and instantly share marketing cards that include contact information, property details, property photos, video and more. (Yardi PopCard is a...

It’s been said that the way to a man’s heart is through is stomach. And, apparently, the way to a renter’s heart is through his or her dog. Not only are more and more buildings pet-friendly nowadays, but some property managers are adding amenities specifically catering to man’s best friend. Communities are banking on pet-focused amenity offerings, such as dog parks and pet grooming areas, that promote their facilities as home sweet home for pets and humans alike. For example, Rockrose, which manages residential buildings in New York, offers The Spot Experience, which is a third-party dog amenity provider. This service includes dog walking, cage-free daycare, overnight boarding, training and non-surgical vet services, such as nutritional plans and vaccinations, at their buildings. Spa treatments for dogs are also offered, which could even include facials. (It’s a ruff life for dogs nowadays.) Other property management firms such as Rose Associates, Argo and Millennium Partners, are also getting in on the act and offering the Spot Experience. Yardi client Stonehenge has created resident events programming specifically focused around pets, including a fashion show for dogs with a runway and judges and a holiday-themed event where residents could have their dogs’ pictures taken with Santa Claus. Of course, membership to the Spot Experience doesn’t run cheap—about $200 a year, or $25 a day for members or $50 for nonmembers—but that isn’t stopping residents from participating. The expense is worth it for the renters. And it is definitely worth it for the property managers. Are you offering a unique pet-friendly amenity at your community? Tell us about it! Jessica Fiur is News Editor at Multi-Housing News. Find more of her insights on multifamily living on the “What Renters Want”...

New York City’s Central Park is a place where millions of memories have been made. The iconic mid-city oasis has captured the hearts and imaginations of New Yorkers and visitors from around the world. Whether rowing a boat across The Lake, observing Gus the polar bear at the Zoo, or enjoying a burger at the Ballplayers’ House, the New York City Department of Parks and Recreation creates a visitor experience that is one of a kind. For the most visited park in the United States, just one part of the recreational portfolio of the NYC Parks Department, the property management and accounting side of its daily operations are of utmost importance. Continuing an 18-year business relationship with Yardi, the NYC Department of Parks and Recreation is now using Yardi Voyager for Government as its technology solution for these important records. “We concluded that Voyager is the platform with the versatility to manage the incredible number and variety of assets under our jurisdiction,” said David Cerron, chief accountant of Parks & Recreation’s revenue division. That variety is overwhelming and impressive. Here’s a look at the scope and size of the NYC Department of Parks and Rec and its offerings for visitors. -The department is responsible for 29,000 acres of land within its jurisdiction, which is 14 percent of the total acreage of New York City. That includes 14 miles of beaches. -Those acres are subdivided into 5,000 properties that include parks, recreation centers, community gardens, dog parks, swimming pools and more. -There are 800 athletic fields, 1,000 playgrounds, 550 tennis courts, 66 public pools, 48 rec centers, 17 nature centers, and 13 golf courses under the department’s oversight. There are also myriad fitness paths, boat launches, dog runs and skate parks. -The city’s history is...

As a property manager, it may become prudent to ask yourself: Are you getting the most out of Pinterest? This new social media tool has skyrocketed in popularity over the last year, and owners and operators across the country are finding it is a great way to promote their communities. In a recent webinar called “Pinterest for Property Managers,” Charity Zierten, a consultant for Socially Engaged Marketing LLC, provided tips and tricks to integrate Pinterest into a winning social media strategy. The key aspects for a successful professional Pinterest account include being professional, being relevant, and focusing on great products, fun communities and inspiring ideas. According to Zierten, it’s important to integrate Pinterest with a property website, including adding a “Pin It” button so that people can pin directly from the site. She also suggested that property employees, such as leasing agents and people on the maintenance team, take pictures of the property using their smartphones, and pinning those pictures directly to community boards. And, while Zierten definitely recommends pinning original images to Pinterest boards, she also suggested repinning applicable images from other people’s boards. “It’s the polite thing to do, especially if they’re residents,” Zierten said. Additionally, Zierten suggested incorporating Pinterest accounts with Facebook accounts. “This is how you’re going to generate leads,” she said. One way to generate leads through Facebook is to announce Pinterest contests on Facebook feeds. Beyond being a way to increase a social media profile of a community, Zierten said that Pinterest is useful because it could increase a property’s presence online. “Google loves Pinterest!” Zierten said. It is crucial to optimize pins for online search and to get the most repins. One method is to have a call to action in the pin’s description, such as “lease...