Joanna Ellis

President and Owner, Ellis Partners in Mystery Shopping

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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.

Customer Experience

3 Tips for Responding to a Failed Customer Experience This Summer

Spring has sprung, and summer is quickly approaching. It is a busy time of year when free shipping deals erupt, summer promotions explode, and retailers see a positive swing in the volume of customer interactions—online and face-to-face. Regardless of the chaos, retailers love each and every rush because they represent a huge percentage of their[]


3 Tips for Inspiring the Team with No Fans

What if you were the only fan, or even worse, playing on a team with no fans? If you are a fan of team sports, you can bet you are not alone. But, what if you were? While people are motivated by different things: money, success, recognition, status, etc., these are not the only things[]


4 Facts About Pond Fishing to Replace Top Performers

Losing top performing property management employees, who have long standing and “legacy expertise” within a company, can be difficult. Especially when top performers jump ship for your competitor. After the shock, anger, hard feelings, and the temptation to lure them back wears off, you are still left with an often ginormous vacancy. Some immediately start[]


Understanding Your Messy-Desk Employee

We all have employees whose desks are perpetually messy and who seem quite comfortable with that arrangement – excuse the pun. Since 1997, the average space allotted per office worker has dropped as much as 21 percent.


Improve the Resident Experience with the Art and Skill of Listening

The best way for dealing with an unhappy resident is by closing your mouth and applying the art and skill of listening.

What Your Apartment Community Says About You

Perception is Reality: What Your Apartment Community Says About You

All things speak to the potential renter’s perception of the customer experience. Whether or not that perception is reality is irrelevant to their impression of you and your apartment community. What does your apartment community say about you?

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Resident Retention Tips: 3 Steps to Successful Service Recovery

No matter how hard we try, there will always be mistakes that affect our residents. In order to right the wrong, we must jump into service recovery mode—especially if we want to be successful property managers.

5 Ways to Resolve Generational Conflict at Property Management Companies

Clash of the Generations: 5 Ways to Resolve Generational Conflict at Property Management Companies

With three generations working side by side in property management companies, conflicts are bound to arise. Here are some tips to help you transform your workplace from the “clash of the generations” to an age-diverse, competitive, and productive team.

How Employee Empowerment Improves Resident Satisfaction

Don’t Let Rules Get in the Way of Great Resident Experiences

The best property management teams are empowered to deliver great customer experiences because they don’t let the rules get in the way of solving a resident’s problem or providing exceptional service.


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.

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