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.

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.

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.

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.

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.

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