Dear Prospect, We Still Answer Phone Calls!

“The definition of being good is making it look easy.” Hugh Jackman, actor

Deciding on a new home is a major life stressor that bears a significant financial commitment and can be life-altering in one’s daily routine. A resident’s commute to work or school, access to amenities, ample parking, and other factors all are considered and critical to well-being. The process itself can be a whirlwind of coordination – from emails to phone calls and texts – and often isn’t viewed as a pleasant experience.

The multifamily industry is exploring emerging technologies to meet the prospective residents’ need for convenience and information. Yet in our analysis of thousands of online reviews, it seems the human connection still matters in a big way. It is the simple act of answering a phone call and thoroughly knowing everything about your property that gets complimented and, often, converts to new leases!

Tip 1: Answer the call and be thorough when providing information to a prospect.??

“A nice young man, (name), and his manager, (name), did an incredible job when I inquired about the community. They answered my call promptly and were able to answer all my questions. I'm glad to know that this quality of customer service still exists.”

Your response time is important - especially for a prospective resident. Many will consider this turnaround time when determining whether to lease an apartment in your community.?

Tip 2: Make the leasing process a breeze by being professional, courteous and prompt in your communication.?

“I just signed a lease and have yet to live here, and the paperwork process was seamless. Ms. (Name) was extremely professional, had great communication skills, and was timely and courteous. I'm excited to move in!”

Leasing an apartment home can be daunting - even for the most experienced apartment dweller. Make the entire process a breeze by communicating in a timely, friendly, and professional manner with the prospective resident. It is the first impression of your team’s service principles - so do it right!?

How does your community provide a stress-free leasing process for prospective residents? Share your comments and go out and serve your residents well today!

About The Extra Mile

The Extra Mile is an online column serving the multifamily industry that features tips and testimonials for providing exceptional service for your residents. Reputation management expert Priyanka Agarwal will share exemplary customer service examples from inside and outside the industry which can enhance a property’s reputation and, ultimately, encourage new leases, referrals, and renewals. For questions and/or comments, contact [email protected].