Expert On: Customer Service, Leasing Skills, Market to Market, Maintenance Communications, Relationship Selling, and Team Building


About Chris Highlen:
Chris began her career in the multi-housing industry in 1972 and was Marketing and Training Director for a large management company for 11 years.

Chris is a professional sales trainer having trained thousands of salespeople in professional sales techniques. She has also been a sales and Customer Service trainer for many different industries including: apartment/real estate industry, financial institutions, health care centers, hospitals, retail, optical companies, telecommunications, and radio stations.

Chris is also a motivational speaker appearing on television and radio talk shows including “Night Talk.” Chris has written sales, training and motivational articles for various national trade publications. Chris is a certified instructor for NALP (National Apartment Leasing Professional), CAM (Certified Apartment Manager), RAM and CAMT.

Topic Descriptions

“Outrageous” Customer Service
Customer Service starts from the top down and the bottom up. Everyone and every department in your organization must be involved in accomplishing “outrageous” customer service.

Learn at least 30 “Outrageous” ideas and strategies to reduce turnover and increase sales trough providing “outrageous” service.

101 Resident Retention Ideas
The average cost of turning an apartment is $1650. Is it expensive? You bet! What can you do to reduce these costs, increase occupancy, and keep your residents happy?

Come and learn low cost, high effective resident retention ideas and programs. You will leave with not only great ideas, but successful resident retention programs you can implement as soon as you get back to your community.

Advanced Leasing Techniques, Beyond the Basics
This seminar goes way beyond greeting, guest cards and showing apartments. Participants learn some of the newest sales techniques that will increase their closing ratios and put your community light years ahead of your competition.

Learn how to become “marketers” in the apartment industry. You will learn proactive techniques that take you to the next level in professional leasing.

Solving the Maintenance Communication Puzzle
Which employees do your residents have the most contact with?(Answer: Maintenance Staff)

How many of your maintenance staff have had “communication skills” training? (Answer: None)

Do you know the #1 reason residents move out? (Answer: Poor service)

Is it important that every maintenance tech, office employee and manager has “good communication skills”? (Answer: Yes)

This fast paced highly interactive seminar is critical for every manager and staff to attend and learn effective communication skills. By communicating better between departments and with residents you can and will see a reduction in employee turnover and resident turnover. So come prepared to have fun and learn a lot!

Building a Winning Team
Without a unified, co-operating effort with every member of your staff, your organization will experience; higher resident turnover, higher employee turnover, unmotivated employees, and higher resident complaints.

Learn how to put together a “winning” team that works together, gets more accomplished and has fun at the same time.

Two Day Leasing Training Program
Get your leasing staff trained in professional leasing techniques. This two day intensive training program will take participants through each step in the leasing process. They will learn professional systems that will produce higher closing ratios and greater resident retention. Every facet of the leasing process will be learned through interactive role-play, telephone training and actual case studies of successful leasing operations.