Lead Management at

Outline

• Internet Leads

• Phone Leads

• Beyond the initial lead

Challenges

• Significant % of leads go unanswered or poorly answered

• Need a system that is truly robust– Doesn’t rely solely on training and BP discipline

– Scales to 200 communities

– Provides actionable data to “close the loop”

• Provide positive prospect experience

Lead Management System (LMS)

• Every lead from ILS, aa.com

• Initial auto-response

• Integration with guest cards in PMS

• Human phone or email follow-up

• Close the loop to reward/re-direct behavior

• Platform for future expansion (e.g. call center leads)

LMS Integration

Simple Worklist

Easy to Respond

Integral Part of Comp

Phone Leads

• Managed through MRI (PMS)

• Onsite “binders” (essentially tickler files)

• Call center integration

eBlitz Existing Prospects

Week 2 Week 4 Week 5

Flexible Lease Terms

1-Day Service Guarantee

eBlitzes are sent every Thursday – beginning within one week of the prospect creating a guest card

No Security Deposit

Week 3

100% Move–inSatisfactionGuaranteed

Week 6

Overall Brand

Week 1

Online Lease

1

2

¹ Alternate “Great Location” message sends to AZ, CA, WA prospects

² Alternate “Instant Approval” message sends to NY prospects

Lead Management Tools

• Auto-responders

• Email templates

• Sales training & job aids

• Secret shoppers (in-house or 3rd party)

• Tracking systems

• Reward & recognition systems

• Renewals

Questions