We must be mad to be in property management - or perhaps property management has just driven us mad. The truth is that often we need a reality check or someone, anyone, to tell us that we are doing the right thing because doubt begins to cloud our perspective. One thing to consider in the scheme of property management, and life, is that the most expensive item when measured in our busy world today is time. It's priceless, but ranges in value from person to person. We all need to set aside time to re-charge our batteries with a dash of reflection and a pinch of motivation.

Since time has tremendous value, you should be sensitive to the time spent motivating your team and how much time it takes for the team to be motivated. For those of us in property management, it is to fill the property with quality (rent-paying, non-complaining, non-skipping, always renewing at a higher rate) residents. During this process, we tend to think of ourselves as babysitters, adult day care workers, doctors, lawyers and, yes, psychologists. No wonder we need to be captivated, stimulated and motivated frequently to achieve the owner's goal: filling the property with quality residents.

The ability to motivate others is a valuable skill. Understanding how to motivate others (helping them reach their goals and potential) is a talent that everyone needs. Often, we use the same methods over and over until the team's eyes glaze over and they no longer hear our efforts to "pump them up" because they've heard the same variations too many times. To remedy this, you must first captivate, then stimulate, and then swoop in with motivation for your team. If you skip one and two, three may not work as well as intended.

Let's look at three different types of employees and a few ideas you can use to captivate, stimulate and motivate them.

Challenge #1
You have a wonderful team. All they need is a little extra push to go from ordinary to extraordinary.

1. Captivate - The greatest motivational act one person can do for another is to listen. Ask your team what they think will work to "kick it up a notch." Having a voice in a decision increases a person's motivation because he or she has a say in what happens. Listen, learn and lead the team using their ideas as part of the plan.
2. Stimulate - Track the results. Give the team feedback. Individuals must see what their efforts produce. Let people know how they're doing, give them the resources to improve, and recognize their progress. If we want our team to work hard and produce results, we must be willing to praise their efforts.
3. Motivate - Get excited for them! Don't wait for your team members to get excited about their achievements-show your enthusiasm first. If you get excited about their work and its results, they'll do the same. Think of the excitement and motivation you would like to see in your team and personally demonstrate it so that they will feed off your energy and make it happen on their own!

Challenge #2
You have a solid team that seems to be coasting lately. How do you revive them? The lazy factor-a common mistake is to start a program and get people fired up, only to become complacent and let the momentum fizzle out. Things turn out best for people who make the best of the way things turn out.

1. Captivate - Create specific and measurable goals. A goal creates a plan of action and gives you a great motivational tool to use. When you want to motivate others, first begin with a mutual goal. People need to know where they are heading and why. Communicating clear objectives and expectations at the start of the day will help set in motion a day of accomplishment. Feed in each day's activities to weekly and monthly goals and ignite your team with achievable goals.
2. Stimulate - Let them know that you would never ask more of them than you would of yourself. Show up early, work with focus and intent, and stay late. Become the example for your team members to follow. If we want motivated people, we must be motivated ourselves. Ask them about their ideas and how they feel their ideas can assist in achieving the goals and improving the property.
3. Motivate - Share in the victories. When your team achieves their goals, take a step back and let them bask in the glory. Let them take credit. Tell upper management what an outstanding job they did. Make them feel important and worthy-they will stay motivated and continue to produce excellent results.

Challenge #3
Lastly, you have the burned out team that is in need of direction. Help create a dedicated team. As Coach Paul "Bear" Bryant says, "If anything goes bad, I did it. If anything goes semi-good, we did it. If anything goes really good, then you did it. That's all it takes to get people to win for you."

1. Captivate - Create energy. Moods and attitudes are contagious. The moment you walk through the door in the morning, you are sharing a message with your body language. Walk in with a spring in your step and a smile on your face, and you'll spread the enthusiasm necessary for a productive workday. Everyone sends off vibes, and your vibes can frequently overpower others. Use your positive vibe to improve the quality of each day. Impact and influence your team.
2. Stimulate - Make failing a positive. Your team must not be afraid to fail. If they are, they will play it safe and hold back ideas. When a person feels free to try new things, to offer ideas, and to run with projects, regardless of the potential for failure (assuming the necessary steps have been taken to ensure the idea was embraced by everyone), you will have a countless number of ideas coming your way. Create an atmosphere in which the new ideas your people learn are valued and shared.
3. Motivate - Offer Growth. Imagine with me for a moment what it would be like to have your team members come into work each day bursting with excitement and enthusiasm about the workday ahead. Imagine what it would be like to work in an electric environment with new thoughts and ideas constantly buzzing around the office. Imagine what it would be like to work within a group that has a vision, a dream about the future of the property, and motivation to make it happen.

Success means something different to each person, but the underlying idea of achieving dreams and goals excites and inspires us all. Growth is a big motivator for an individual; consider offering opportunities to learn new skills.

Create or maintain a program that constantly educates your team about the latest trends, techniques, and methods available. Send them to workshops and seminars, and the local apartment association. Hold meetings with your team and teach them new ideas or techniques.

Have the courage to break free from your 'comfort zone' and challenge them to reach for new heights. Give your team the chance to learn YOUR skill sets. PS - Makes going on vacation a thrill and not a chill.

About the author: Tiffany Yelverton is the President of Creative Apartment Marketing, a consulting firm specializing in training, marketing, and strategic planning. Her expertise in assessing a property's potential has increased the net operating income for many properties with her key ingredients of facilitating and training the on-site and supervisor teams with customized 'how to' steps in achieving profitable goals. Tiffany holds the National Apartment Association's CAM and CAPS designations, achieving Emeritus status from NAA in 2007, enjoys writing articles for many real estate and multifamily publications, is on the board of directors for the National Multifamily Speakers Alliance, is a frequent presenter for Gracehill.com online chats, and a featured speaker NAA Conferences and NAA Affiliate events, IREM Conferences and events, Multi-Housing World and Multifamily Pro's Brainstorming sessions. Please visit CreativeApartmentMarketing.com for more information.

More than ever your future residents are finding you online first. Rather than driving by, using up expensive gas, they shop for a new apartment from their computer. Ultimately, how you respond to their inquiry makes the all important first impression. If you respond quickly with a well written email, you create an impression of quality, professionalism and service.

Every initial email response you send to prospects should contain the following nationally approved 5 key points:

1. Address the inquirer by name. Everyone likes to see their own name in print and it shows that you are giving them the personal attention they deserve.
2. Answer the inquirer's question or questions first. No one wants to have to read through several paragraphs just to get to the answers they seek. Answer first and then move on to other information you wish to provide.
3. Let them know when you are available. If you are taking the time to write a response, you'd like the prospect to meet with you when they do visit your property. Give them the hours each day that you are on site and whether or not you are available other times by appointment, etc.
4. Give them a call to action. This should be a reason for them to respond back, answer a question, or come by to view your property. It can be anything that makes them want to interact further with you and your community.
5. Ask for their preferred method of contact. This is courteous and can also provide you with additional information about the inquirer. They may really prefer speaking with you over the phone but contacted you first by email to test the waters. Or, they may wish to keep correspondence through email until they are ready to come by in person. Either way, you have their permission to continue interacting with them and are one contact closer to making them your new resident!