What the Multifamily Housing Industry Can Learn from Costco PART 1

What can the multifamily housing industry can learn from Costco? 

One of my favorite things about Costco is their hassle free return policy.  When Costco says "Hassle Free Returns" they mean it.  You don't have to have a receipt, you don't have a time limit, and you don't have to make up a story as to why you don't want that item.  Coscto's philosophy is that if your not 100% satisfied with your purchase, then they don't want you to keep it.

This idea is genius! Why do they want to force you to keep as a CONSTANT reminder something that you don't like that you got at Costco?  They don't! When you think Costco...they want you to think 100% satisfied!

So what can the multifamily housing industry (apartment communities especially) take from this?

Recently I was teaching a seminar for a local apartment association.  The question was posed to the audience, "What extraordinary service does your community offer that makes you stand out above the rest?"

One of the answers was pleasantly SHOCKING!

One community offers a 30 day Happy Guarantee! If your not happy, for whatever reason, with your apartment in the following 30 days after leasing, you are free to break your lease without penalty!

I know, all owners and asset managers are gasping for air at this point! But let's think about this genius...

What does a 30 day guarantee say to prospective residents?

The message it sends is LOUD, UNIQUE, & CONFIDENT!

1.  It shows confidence in your product.  You are so confident in your community that you are willing to offer a 30 day guarantee.  This helps prevent BUYERS REMORSE.  A prospect is much more likely to commit to your community if they know they have 30 days to be completely satisfied. 

2.  And it shows that you want HAPPY residents.  Why would you want to keep a disgruntled resident at your community?  Remember the saying: A rotten apple spoils the whole bunch!

3. It keeps your staff on it's toes long after the lease is signed.  It's unfortunate, but often we forget about keeping our residents happy once they've signed a lease or renewal.  This policy keeps us thinking about our residents...the way it should be!

The bottom line...This move is RISKY, but GENIUS.  The likelihood of someone moving out after 30 days is rare if we do our jobs well!

Are you "rocking the boat with your marketing?" You should! 

Taking Ideas from Your Surroundings

As promised, today I looked at my surrounding with "fresh eyes."  

It was my goal to take a minute to slow down, take in my surroundings, and find inspirations from the world around me.  And I brought my camera along for the ride.

I made a stop at Kate's Frosting today...a boutique style cupcake shop on Main Street in San Antonio, TX. I've been in there a million times and never noticed how marketing savvy Kate's Frosting is.  The boutique has created an awesome atmosphere for adults and children alike.  

This is how Kate's Frosting shows that they are child friendly! 

Located right at the entry next to the grown up tables....a mini sized private table! 

In addition to that, they've also created a space on the inside of their restaurant for children. 

This is an adorable way to create a kid's zone! Simply paint a section of your wall with chalkboard paint, create a small desk space with a basic 2 x 6 wood piece, and then find mismatched child-sized chairs...and voila you have an amazing children's zone! 

Take note multi-family housing....Be Child Friendly! Create a space for children at your community!

What this says about you?

1. You are Family Friendly...Parent's Love This! 

2. You are Smart...This will help keep Children Entertained while you Lease an Apartment! 

Kate's Frosting...You're Genius and Delicious! Check out Kate's Frosting at www.katesfrosting.net!

If you would like to have Sprout Marketing offer consulting, marketing, or staff development services for your community, contact Barbara Savona at 210.250.1803! 

Through a Babies Eyes

One of my favorite quotes comes from our 28th President, Woodrow Wilson, when he said " I not only use all the brains I have, but all I can borrow."  Great leaders, innovators, and masterminds are constantly seeking creative input.  Some from their peers,  others from their mentors, but the most astute look to their surroundings.

In this modern, overly connected world, their is not a shortage of ideas. On the contrary, the constant bombardment of information dulls our senses. Things become ordinary and mundane.  But who wants ordinary and mundane?  For a change, try to look at your surroundings with the same focus and awareness and awe that a new baby has.  Have you ever noticed how a infant can hold a gaze for what seems like an eternity.  They are seeing everything with unpolluted eyes.  Everything is new, everything is an adventure, and everything needs to be absorbed right then!

 So let's resolve to wipe the sleepy's out of our overstimulated and tired eyes. Let's put on those "unpolluted" lenses tomorrow and absorb our surroundings.  When we start to be aware of our surroundings, the possibility for growth is astounding.

These next few days I would like to share with you some of my observations as I go throughout my journey and how we can relate them back to our industry.    Hope you enjoy....

Above you'll find a very unique "specials board" that I observed at a restaurant!  They have painted part of the wall in chalkboard paint.  It's an easy way to constantly update their info.  But my favorite part is the round swinging board! This featured the "Extra Special of the Day." Love it!!!

In the Closet

Today the focus is to think OUTSIDE THE CLOSET!

Every apartment community has some sort of closet space...small closets, pantries, walk-in closets, and nooks!

But what you do with your closet space is what will set you apart from your competition!  Why does a closet space have to be ordinary? For me, my closet is my haven...a piece of the home that I don't have to share with anyone.

Create a lifestyle with your closet space.  Here are just a few ideas:

1. Turn a closet into an Office Work Space

2. From Closet to Craft Zone

3.  Turn a closet into a Bar Area

4. Former Closet-Now: Pet Haven

5. Turn a closet into a Dressing Room

Who Says Function Has to Be Frumpy...Transfrom Your Clothes Care Center

If you have an on-site Clothes Care Center (or Laundromat) who says it has to be drab?

Just because a space is functional doesn't mean it has to be frumpy!

Here are a couple of ideas for transforming your space:

1. Color...Color...Color: Color is the most inexpensive way to transform ANY space.  Why not paint your laundry room a funky bright color!

2. Word Art: Also an inexpensive way to transform your space. Include fun images of clothes and words like "Laundry Center-Loads of Fun"

3. Make it Comfy: Keep comfortable furniture for your residents to relax while they wait for their clothes.  It doesn't have to be expensive.  You can even put a slipcover on an old couch or chairs.

4. Music: Create an atmosphere with music.  But don't forget your demographic.  If you have seniors, you may want to play music with a softer tone.  For communities with a large college client base, you may want to speed up the tempo!

5. Start a magazine/book donation exchange! Leave a book...take a book!

6. Keep an Information Board Posted.  Allow residents to post relevant services, for sale items, etc.

7.  Create a KID ZONE.  Why not create a "SOCK PUPPET" activity table! Make good use of those abandoned socks! Create a sock puppet contest and post the pictures on your information board.

8. Hold a "Happy Hour" at the Clothes Care Center-Find out when your center is the busiest.  Give away free refreshments and detergent!

9.  Start a lost and found bin!

10.  KEEP IT CLEAN! No matter how you decorate a space, if it isn't clean it just won't matter. 

Establish a routine to spot check the Clothes Care Center. 

Having problems with graffiti? If you can't beat them, join them!  I love this idea! Turn your Clothes Care Center as an expressive art space! This definetly is community specific and will not work for everyone.

If you would like more marketing ideas or would like a Community Consultation,

please contact Barbara at Sprout Marketing Boutique @ 210.250.1803.

Budget Friendly Lifestyle Models Part I

We know that a vacant apartment is always harder to lease than a furnished model, right?

But not everyone has the budget for a complete model.  So this week, I will be giving you simple ideas for Lifestyle Models.  A lifestyle model is the staging of certain areas of the home or apartment to help create a lifestyle vision for the customer. A lifestyle model always includes the kitchen, bathrooms and closets but can also include the patio, entryway or unique feature of the apartment or home. This is a great budget-friendly alternative to a full model.

Wall stickers are the fastest, easiest way to decorate walls. Just peel off the backing and stick on a smooth surface. They are repositionable, too - just remove from surface and place on original backing to protect the adhesive. Self-sticking, Removable, Repositionable and Reusable.  That's what makes them perfect for an apartment home!

There are many sites where you can order inexpensive wall stickers, but one of my favorites is www.walnutz.com.
Their selection is amazing!   Today I am featuring some ideas for children's rooms!  Add these to a blank wall & watch it come to life!

If you are interested in having Sprout decorate a lifestyle model, please contact us at info@sproutmarketingboutique.com or call 210.250.1803.

The Short Story

Okay...so maybe my first blog was a little too long! So for those of you that are interested...here is the short story of who Sprout Marketing Boutique Is and Why You Should Care!

Sprout Marketing Boutique was started by two girls that love to talk (have you met us!), love marketing, and have way too many ideas to keep to themselves.  They left their safe jobs with Corporate America (I know...gasp...in this economy!) and started their own business for the multi-family industry. 

We are primarily targeting the Texas Region and San Antonio is our stomping ground.
We are huge supporters of the San Antonio Apartment Association!  It has done great things for our industry here in San Antonio!

Why should you care?

We want to keep things exciting and fresh for you! And we are going to share some ideas that will make your job on-site easier and fun! Stay tuned...You Won't Regret It!