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Maintenance service plays an important role in a resident’s overall experience. Learn how maintenance surveys assess your performance against customer expectations and how they can be an indicator of whether a resident is likely to renew. Then...

After a tour, continue to provide exceptional customer service by following up within specific, recommended time frames. This Spotlight originates from the Edge2Learn series: Leasing 202.

Isn’t empathy the same as sympathy? (No.) Can you really learn to be more empathetic? (Yes!) This course tackles the whys and hows behind these questions as well as providing opportunities to recognize and see empathy at work in scenarios involving...

Increasingly, it seems, customers and fellow team members let stress overtake them, resulting in highly emotional outbursts. When that happens, team members need to know how to de-escalate the situation. Let your team practice handling emotional...