Expert On: Closing Skills, Customer Service for Maintenance, Customer Service, Leasing Skills, Hiring, Resident Retention and Renewal

About Patty Morgan-Seager:
Patty is a national speaker and marketing consultant/coach who designs custom training programs for the multi-housing industry as well as other sales and service organizations. She is known for her genuine enthusiasm, professionalism, and unique ability to motivate her clients to achieve their highest potential.

Based in Columbus, Ohio, Patty began her multi-housing career in 1976 in Indianapolis. During her 13-year tenure, she held a variety of on-site positions including Leasing Consultant, Community Manager, and Marketing/Training Director overseeing 12 apartment communities in the Greater Indianapolis and Southern Indiana area.

In 1989, Patty was recruited by HPC Publishing where she successfully launched the Columbus Apartment Guide publication and increased its size from 92 to 452 pages. In 1995 she was promoted to National Sales Trainer and was instrumental in training all new sales personnel while developing/implementing a new National Sales Training Program. In 1996, Patty was promoted to Midwest Regional Director overseeing eight markets in seven cities.

Some of Patty’s achievements include: Rookie Publisher of the Year, Publisher of the Year, Sales Team of the Year, Columbus Apartment Association Associate Member of the Year, HPC Special Recognition Award. CAM Designation, ARM Designation, Certified Apartment Manager Instructor, 90’s Leasing Seminar Instructor, Trade Show Speaker/Cincinnati Apartment Association, Speaker at Pensacola Apartment Council Meeting, Speaker at Columbus Apartment Association Trade Show, Speaker for the Texas Apartment Association Conference, Speaker at National Apartment Association Conference, Facilitator at The Tenth Annual Brainstorming Conference, Dayton Apartment Association Leasing 101, Moderator Multi-Housing World.

Topic Descriptions

On The Telephone- Are Your Leasing Teams Sending Busy Signals Or Leasing Signals?©

The telephone is one of the single-most important traffic generating tools available for your on-site teams. Yet, it continues to be one of the weakest links in the leasing process. In this highly interactive seminar, we will discuss: establishing trust with a future resident, how to extend an invitation for a community tour, and how to use powerful questioning skills on the telephone. We’ll also cover the importance of telephone duration time, accurate tracking of each professionalism. Are your leasing teams connecting with every future resident?

Closing Is A Process-Not A Single Event!©

This seminar turns traditional selling upside down and introduces a more consultative approach in the property management/leasing cycle. Participants will learn an eight-step process to assist them in closing more leases effectively. In addition, seminar exercises will emphasize the importance of good listening skills and a positive attitude. We’ll also discuss the power of the first impression and how to go the extra mile in the leasing process. New hires as well as seasoned veterans will benefit from this information-packed session! The only thing you have to lose in vacancies!

Handle Objectives And Have Fun!©

Reposition your leasing team’s perspective with regard to objections. A different and effective approach includes transforming the word “overcome” into “resolve” as it relates to handling objections. We’ll discuss a powerful nine-step process that encourages team support while eliminating the fear associated with the objections your leasing teams encounter from their future residents. In addition, we will discuss the importance of role-playing and preparation. Are your leasing teams ready to act rather than react to objections?

Finding, Hiring and Keeping World-Class Superstars!©

When you hire the best, the rest is easy! We have heard this phrase many times, but how do we put this concept into action? During this seminar we will discuss how to develop effective recruiting strategies, how to create a detailed hiring checklist, and how to implement a powerful interviewing game plan. Participants will also receive a list of effective interviewing questions and fourteen secrets to increase employee retention. This is an information-packed seminar for any member of your property management team.

Power Communication Skills ©

We spend seventy percent of our waking time communicating! Is the message you are sending the same as the message being received? In today’s business environment, being a powerful leader involves being a great coach/teacher. During this seminar, we will discuss tips for communicating effectively on the telephone, in writing and face-to-face with your teams. In addition, we’ll discuss traditional versus new high tech ways to communicate and which of these communication tools to use to help you achieve your best results. Plus, you will gain enhanced listening skills and a Heightened awareness of non-verbal communication as it relates to the outcome of your overall message.

Stress Management: Keeping A Healthy Balance©

Learn to recognize the key warning signs of stress as it manifests in your physical. emotional, mental, and behavioral worlds. During this seminar, we will take a reading of your current stress level and demonstrate simple and effective stress-reducing techniques that you can use every day. Participants will receive a collection of ten’ tonics” which are sure-fire paths to managing stress and keeping a healthy balance. In addition, we will discuss your stressors and show you how to set boundaries for the amount and intensity of stress you should absorb.

Follow Up…24 Seconds And Counting!©

Research tell us that an average apartment shoppers will begin their search for a new apartment home at least six weeks in advance, sometimes longer. The average apartment shopper will also visit 8 to 10 communities, and then revisit one or two communities 3-4 times before making a decision to lease! Therefore, in today’s competitive marketplace, it is vital to keep your community name in front of each apartment shopper that has visited your community. During this seminar, we will discuss the importance of obtaining a guest registration card from every future resident and the power of an organized and consistent follow-up program. In addition, we will share examples of creative and effective telephone and written follow-up strategies that are sure to get noticed by your undecided future residents. Are your leasing teams willing to go the extra mile with effective follow-up?

Are Your Leasing Teams Focused on Renewing or Re-renting?©

Are your leasing teams more focused on the “front door” trying to lease to new residents, and overlooking the “back door” as your existing residents move-out? In this seminar, we will discuss an effective eight-step process to increase resident retention at your apartment communities. In addition, we will discuss how to implement an organized resident retention program, and participants will receive examples of renewal letters, resident surveys, and other successful resident retention ideas they can put into action immediately!

Exceptional Service From Your Maintenance Team!©

Service! Service! Service! It’s the buzzword as we enter the new millennium! Is your maintenance team delivering the level of service that differentiates your apartment community from your competitors? In this highly interactive seminar, we will discuss the importance of your maintenance team, and share special ways they can contribute to the leasing and resident retention strategies of your apartment community. In addition, we will share nine effective service habits that are essential for maintaining an exceptional level of resident service. Lastly, we’ll discuss powerful maintenance etiquette tips and effective communication tools to help your maintenance team support your leasing efforts. This is not just a seminar for maintenance, but also a seminar that will benefit all members of your team!