Industry Trends

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At a Crossroads: Time to Redefine High-Touch Sales and Service?

Friday, April 12
10:15 AM - 11:15 AM
Location: 361ABDE



Remember the good old days, way back, when the property manager would say, “...take the keys, the model is over there?” Well, the good old days might be back. 95 percent of consumers say they want be left alone when shopping but 72 percent of consumers expect companies to understand their unique needs. How to balance the best of both? We’ve trained our leasing teams to be relationship sales pro’s, but are our efforts in vain when the trend is self-guided tours? And what about resident retention? We continue to fawn over social media, but statistics show that it is a minor factor in the leasing and resident experience. Even package lockers take the office team out of the equation. Is your company having critical conversations about the changing renter behavior and the adjustments you’ll make to the prospect and resident relationship to be both efficient and relationship driven? Do your metrics support this? Join us for what may be more questions than answers, along with possible solutions.


Learning Objectives:

Amy Kosnikowski Dilisio

National Speaker & Industry Educator
Quintessential Marketing & Training

Amy is a popular speaker and proven leader in sales, leasing, management and the marketing of real estate assets across the country. In 1990 she began her career onsite as a leasing professional advancing quickly to Director of Marketing & Training with companies such as Summit Properties and Oakwood Worldwide. As a member the faculty of the National Apartment Association Education Institute and having recently served on the NAA Education Advisory Board, Amy continues to strives to broaden industry strength and skill through professional development and challenging the status quo. Based out of Charlotte North Carolina, Amy is a national speaker and industry educator who in 2005 launched her education and consulting firm, Quintessential Marketing & Training.


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Steve Matre, CPA, CPM, PHR

Director of Training & HR
Banner Property Management, LLC

Steve Matre is Director of Training and Human Resources for Banner and its affiliates. His focus is developing performance programs for both new hires and current team members. These include education, recognition, leadership development, benefits, culture, and solutions to current challenges. In addition, Steve assists all communities with the hiring and on-boarding process, and the effective management and compliance with all labor, safety, and benefits regulations and programs. Prior to this, Steve was Senior Regional Manager for Banner, as well as Director of Marketing, Education, and Revenue Management. Prior to joining Banner, Steve was VP-Operations for portfolios as large as 9,000 units, and Assistant Controller for a property management company. A graduate with majors in Finance and English from the University of Wisconsin, Steve is a CPA, CPM, PHR, and holds several affordable housing designations.


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At a Crossroads: Time to Redefine High-Touch Sales and Service?

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