Joanna Ellis



Joanna Ellis
President and Owner, Ellis Partners in Mystery Shopping

Joanna Ellis is CEO and Owner of Ellis Partners in Management Solutions (EPMS) and Co-owner of Renter’s Voice. Under her direction, Ellis has established itself as the premier apartment mystery shopping company in the nation, as well as a respected provider of multi-touch point resident surveys, as part of their retention-focused customer experience program. Current clients include most major apartment developers, management companies, and REITs. Through Renter’s Voice, Ellis helps clients promote and respond to authentic and objective apartment reviews.  Having earned a Bachelor of Arts in Business from Texas A&M, Ms. Ellis has spent more than 25 years in the multifamily industry, and she now holds both the Certified Apartment Manager (CAM) and Certified Apartment Property Supervisor (CAPS).  She is also a licensed Texas Real Estate Agent. In honor of EPMS’ reputation for integrity, the Dallas Chapter of the Society of Financial Service Professionals awarded Joanna, on behalf of the company, the 2008 Greater Dallas Business Ethics Award for mid-size companies.

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Articles by: Joanna Ellis

Broken Promise

5 Ways Properties Can Fix a Broken Brand Promise

What happens when you break a promise to your customer—and property management companies break promises with their residents and community partners? Here are five ways to respond to a broken brand promise.

January 24, 2014 by Joanna Ellis
High-Potential Employees

3 Tips for Cultivating High-Potential Property Management Employees

High-performing property management employees stand out. But high-potential employees are harder to spot. And when we mistake a high-performing employee for a high-potential one, we are making a costly error in property management and risking the loss of real talent.

November 21, 2013 by Joanna Ellis
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The Top 5 Factors Resulting in Resident Loyalty

When it comes to maintaining and increasing resident retention, we seem to put a lot of focus on why our residents are not loyal to us, when we should really be focusing on things our property management teams are doing right. Here are five common factors that correlate resident loyalty with what you’re doing right.

September 27, 2013 by Joanna Ellis
3 Steps for Making the Transition from Good to Amazing

Customer Experience: 3 Steps for Making the Transition from Good to Amazing

Are we too focused on providing a consistent, and consistently average, customer experience that we set the bar too low on being amazing? Here are three steps your property management team can take when making the transition from creating good to amazing customer experiences for your residents.

July 19, 2013 by Joanna Ellis
Property Management Self-Guided Development

Four Tips for Self-Guided Property Management Staff Development

When you create a working environment with a basis of self-guided development, you’re creating employees who can make a significant contribution to the success of your property management company whether someone is watching them or not.

June 13, 2013 by Joanna Ellis
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Business Blogging: The Gift That Keeps On Giving

When done correctly, blogging can be a gift to your residents and your business that keeps on giving. But before jumping into blogging, here are a few things to consider.

December 17, 2012 by Joanna Ellis
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Does Your Company Create an “Easy Button” Customer Experience?

Customers have the choice of whether or not to do business with you. Don’t make it tough on them. Simplifying the interaction makes their choice easier. Here are five ways to help your apartment community create “easy button” customer experiences.

November 15, 2012 by Joanna Ellis
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Align Your Customer Experience Channels and Avoid Being a Two-Faced Business

Few business leaders see what actually happens as a customer moves from one interaction to another or from one face of a business to another. Failure to align customer experience channels such as phone, chat, online, and in person can result in a two-faced business.

September 27, 2012 by Joanna Ellis
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Customer Experience: Is Your Company Engine Functioning Properly?

A business is no different than a car engine: there are many moving parts that have to smoothly operate together. When the working parts are not lubricated and moving smoothly, the parts rub against each other, create extreme friction, and tear each other apart.

July 20, 2012 by Joanna Ellis
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Generation Y: Txting Xperience

The digital age spells a new era of communication. Text messaging, mobile phones, and chat forums have spawned a new language. How is it impacting Generation Y? Believe it or not, young people are writing more than previous generations, albeit in 160 characters on a mobile device.

April 23, 2012 by Joanna Ellis
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Who Are You, Generation X?

Are members of Generation X the slackers that they are purported to be? Perhaps it’s time to take another look at this savvy, competent, resilient, non-slacker, overshadowed generation.

January 25, 2012 by Joanna Ellis
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Four Lessons from the Wizard of Oz about Leading Generation Y

The classic movie “The Wizard of Oz” can teach us plenty about leading and inspiring Generation Y in the workplace. These four lessons will help you become the “Oz” leader Generation Y is looking for.

December 12, 2011 by Joanna Ellis