| SCHEDULE: 8:00am - 8:30am > Registration & Breakfast 8:30am - 9:15am >“The Future of Customer Service” 9:30am - 10:15am > “How to UnDo UnHappy” 10:30am - 11:15am > “Refresh Your Personal Brand” 11:30am – 12:00pm > Lunch 12:15pm – 1:00 > “5 Sensory Impacts of Human Connection” [KEYNOTE]
8:30am – 9:15am > The Future of Customer Service Toni reminds us we don’t have to make physical contact to touch people’s hearts. Toni shares her current Trend Report with global research on social, economic conditions that impact how we provide customer service today and into the future. Learn how “Love Finds A Way.” Toni teaches the importance of culture and character on policy and protocol decisions. This interactive program walks your team through developing a Customer Expectation Map, charting each customer encounter with proven resident relations strategies. Evaluate your current plan to build a trend-based brand loyalty program, gain cooperation, and establish respect between your team and community.
9:30am – 10:15am > How to Undo Unhappy Managing One-on-One Communication An Italian diplomat once said, “Diplomacy is the art of letting other people have your way.” This powerful session outlines specific skills for successful diplomacy, communication, and negotiations with residents. Learn the secrets of using voice tone, environmental staging, and body language to turn complainers into cooperative residents! This session will examine the specific communication strategies for email, telephone, online review responses, social posts, and face-to-face. Learn the six elements of an effective apology, the power of micro-expressions, and the body language of authentic listening. This meaningful investment in diplomacy, communication, and negotiation skill-building will positively impact every relationship. Building loyalty through trustworthy communication is fiscally measurable in two vital elements of successful property management, reducing turnover and increasing resident retention. This program is highly recommended as a total team event and is perfect for a Total Membership educational event for an association.
10:30am – 11:15am > Refresh Your Personal Brand Always put your best brand forward! You are in charge of the brand called YOU! Once upon a time, a personal brand was built by in-person interactions. Today, your reputation, market value, and future rely on a very intentional digital footprint in LinkedIn, Instagram and video. Your paycheck, performance success, and how others respond, react, cooperate, and participate with YOU depend on a series of critical choices. In this powerfully timed seminar, Toni Blake will show you how you refine your brand. She will outline how to write your personal brand core values and chart your personal brand character development goals. Plus, discover your 3 most meaningful super powers from your circle of influence. In an attention economy, how you show up matters. Let’s define our best selves and be intentionally EPIC!
12:15pm – 1:00pm > 5 Sensory Impacts of Human Connections [KeyNote] One of the deepest needs in our humanity is a community connection. Human connection is one of the most rewarding elements in life. It has the power to deepen the moment, strengthen the bonds between people, inspire change, and build trust. Our sensory system interprets and creates the perception of the world around us. Pandemic protocol separated us, and our current socio-economic climate highlights the divisions between us. Human connection is a choice, an intentional plan, a practiced skill, and the “secret sauce” to total team success. There has never been a more critical time for us to build authentic relationships. Each sensory choice we make guides and directs the quality of our interactions. Toni shows you how to create conditions for human connection throughout the resident experience by intentionally practicing five human sensory impacts: voice, hearing, messaging, energy and tone.
Registration closes on Monday 6/10/24 at 6pm.
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