1. Good, Better, BEST Practices! Patty Morgan-Seager, Seager Marketing & Steve Matre, Sherman Residential

2. Out-of-the-box Telephone Voice Mail!

3. Conquer the Geographical Challenge with Technology…share, share, share!

4. Incorporate New Leasing Strategies AND Incentives weekly!

5. Get rid of the survival language! Let’s move on!

6. New Hire Orientation 30- day Checklist!

7. Healthy Competition is Good!

8. Create Target / Star Apartments on a weekly basis!

9. Revisit your Service Request Protocol…FOLLOW UP!

10. How Do You Eat an Elephant? *One bite at a time!*

11. Everyone is a Trainer – do “Train the Trainer” Sessions!

12. Weekly motivational quote!

13. Change Your Prices Every Day!

14. Think retail!

15. Re-invent your Renewal Strategies!

16. Little things make big differences!

17. Re-focus your Follow-up with Technology!

18. Believe or Leave!

19. Upgrade All Associates’ Computer Talents!

20. K.I.S.S.

21. “Best Practices” Meetings!

22. Special of the Day!

23. Embrace Diversity

24. Be Flexible and Proactive!

25. Learn How to Tell the Truth Effectively!

26. Assurance of Quality

27. Embrace Generational Differences..AND similarities.

28. Telephone Closing Incentives

29. Extend your Resident Relationships beyond price!

30. Encourage Out-of-Body Experiences

31. Support Pet Projects!

32. Memorable Move-In Day!

33. Create a Resident Retention “Plan” versus random events.

34. U.S.P. !!

35. Address Collections and Payment Options: Debit, Credit, ACH, and Other Income!

36. Community Ambassadors!

37. Teach Professional Etiquette!

38. Practice the “Internet Golden Hour Rule”

39. Explore recruiting and interviewing…creatively!

40. Third Party Salesman

41. Re-focus on your Internet marketing and leasing!

42. Mystery Shopping Programs with Instant Rewards!

43. Mechanization of EVERY process!

44. Shake Things Up!

45. Set REALISTIC Goals, and teach how to set goals!

46. Practice Shoshin!

47. Stop Cookie Cutter Management!

48. Create Your Own Reality!

49. Use your Web sites IMMEDIATELY with phone prospects!

50. Be Present..SMILE!

51. Begin the Lease Transaction so that we’re all on the SAME page!

52. Contact Us…. Steve Matre Vice President – Operations SHERMAN RESIDENTIAL 2 North La Salle Street Suite 1725 Chicago, IL 60602 (312) 795-4721 Direct (312) 425-0020 Fax SteveM@bes.com E-mail www.bes.com Web! Patty Morgan-Seager President SEAGER MARKETING 9089 Moors Place North Dublin, OH 43017 (614) 761-2567 Direct (614) 761-8587 Fax PattyMorgan@seagermarketing.com E-mail www.seagermarketing.com Web!