1. You handled the phone call well. When potential residents call and then end up actually coming in, you did a good job! 70% of potential residents will immediately disqualify you if you handle the initial phone call poorly. Properties pay a LOT of money to make the phone ring, it is critical the phone is handled with absolute care every time it is answered!
2. Ok, how is your curb appeal? If a community doesn't look inviting at the front entrance, then give it up. You've already lost the battle and might as well just close your doors. If an entrance meets a potential residents expectations or even better - beats it - then you can bet they are pulling in and ready to meet you!
3. Now the potential resident is walking in to your leasing office - does it smell good? Does the furniture look fresh and inviting? Is the lighting perfect? Is inviting and energizing music playing? You can sure bet that if they feel fresh and energized as they walk into your leasing office, then are already starting to get excited about seeing their new apartment home.
4. Now here is a pet peeve of mine - the potential resident has walked in...now...get your butt out of the chair! 76% of people say they feel more friendly towardsa person after they shake hands with them. Get up, walk over and greet the person with a firm and friendly handshake. Get the person comfortable and talking casually before you pop out the Welcome Card. The great thing to do is, if you get into a good casual conversation with someone you should be able to get all of the information you need to complete a Welcome Card without making them feel you are interogating them to complete it. Oh yeah - I hope somewhere in between here you have offered them refreshments!!!
5. You look good! Be sure your clothes are neatly pressed and clean. You are sounding great and the leasing center looks wonderful - now hopefully you are dressed the part.
6. Don't be a robot. Ask questions that help pinpoint their wants and needs for their new apartment home. Do not waste their time showing them apartments that do not appeal to their hot buttons. You show them clean apartment homes that smell as good as the leasing center and are just as inviting. NEVER show an apartment that you have not previously previewed and know that it is in show condition. You also showed them your community amenities that are also equally inviting and making the potential resident really want to be a part of the community.
7. You mirrored their language and described the apartment in a way that helped them mentally start moving into it. You present options for making the apartment home theirs and in the time frame they need - and then - a novel concept here.... you ask them to take the apartment.
8. When they told you they needed some time to think about it, instead of coming across pushy, you asked if there was anything you might have missed answering during the tour and asked for their feedback on the community and the apartment home. You showed a true concern for the well being and needs in a new home. Now is a good time to ask their permission to follow up with them - and to really make it top notch - you ask their preference for communication, best phone number or email.
9. Before they leave you provided them a floor plan and community information brochure. You even made notes on the floor plan of the positive feedback they were giving on things they really liked about the floor plan and community. You then walk them to the door of the office and thank them for stopping in and told them how much you look forward to getting to know them better.
10. You followed up with them! And when you did...you referenced things that happened that day during their tour and things they said...showing them you really paid attention.
Sounds easy doesn't it? It really is! But here is the stumper question - why doesn't everyone do it? Why do all communities not hit every one of these simple standards on a daily basis? If you, or your community is not hitting each point listed above ask yourself why and figure out how you can start doing them, TODAY!
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