Sipping on Social Media in Napa

What a week! We just came back from the Multifamily Social Media Summit in Napa, California and now we’re recovering from a social media hangover. Though the wine was great, the wisdom was even better. Industry experts from around the country shared their advice and best practices, making it an unforgettable learning experience.

Here are a few of our favorite moments from the week:

Hug Your HatersSMS

Author, Jay Baer, gave a piece of advice that really resonated with the crowd: Hug your haters. What this means is practicing exceptional customer service and answering every complaint, every time. The reason behind this philosophy is that customer retention starts with embracing their complaints. Baer recommends going back and answering the first two pages of reviews. If you’ve answered a complaint or a review and it’s still not good enough for the hater, Baer says it’s time to walk away.

The Importance of Storytelling

Steph Reid-Simmons of Zillow used her session to stress the importance of storytelling in real estate. Her advice was to make sure you don’t miss out on telling your story by only talking about your amenities. Talk about your communities. That is what drives emotion, which Reid-Simmons says, drives action. “Everyone is a potential fan, renter and referral, if you make them feel something.”

Visual Wins

“The brain can process images 60,000x faster than words,” said Adam Japko of Esteem Media. He emphasized that in the minds of humans, visual wins. His advice? Combine visual with context, and keep it authentic. People want real, not perfect.


Michael Huereque of Cardinal Group Management took the stage to talk about how to use social media effectively. His main point was that understanding your data is key. Use that data to get actionable insights and create your marketing timeline. Huereque said that if your marketing doesn’t start with the analytics, then you’re just taking shots in the dark.

It’s safe to say we had a great time at the Multifamily Social Media Summit 2016. We can’t wait to use our new skills before heading back to Napa to learn more next year!


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