Fundamentals are key to not losing an apartment lease. Check out this weeks guest blogger Amanda Lynch as she shows us ten ways to lose an apartment lease.
1. Give bad directions.
This way they’ll never find you. And when they do find you they’re sure to be very frustrated. Ex. Make sure you give good directions. Don’t just offer the GPS/Address- Bring them in the pretty way. Make sure to mention Starbucks, Target, O’Charley’s, the library, etc. Remember you are painting the picture of what is around your community.
Good Directions are Key.
When they enter your apartment leasing office, after passing all the signs saying “We LOVE our Residents”, fold your arms, huff and let them know they interrupted your lunch or a personal call…this will really show “How much you love your residents.” Ex. Extend a handshake, introduce yourself and smile. They will give you their name and smile right back.
Body Language says more than you think.
After you’re done huffing and sighing, walk them right past the refreshments without offering them any. Ex. Once you invite them in, offer refreshments, show them the restrooms, and ask about their day. People love talking about themselves. Don’t just rush into your sales pitch. They will let you know when they’re ready for the floor plans, prices and what you have available.
Make them FEEL at home.
You don’t really feel like showing an apartment, so; just pretend you have NOTHING available for them right now. Ex. Remember even if you have nothing vacant you still have a wait-list. So therefore you have something. Take note: If they like you and your property and have to move somewhere else, when that lease expires they may come back to you. I’ve obtained quite a few apartment leases this way.
Make them FEEL wanted.
Promise one thing but deliver another. This is certainly not a good way to start a relationship. If that’s how your first date went, you wouldn’t go on a second one. Ex. If you promise new carpet in their new home, make sure you can live up to that promise. Knowing you are dependable is one way they will develop trust in you and your Property Management Company.
Keep your word.
What’s the point? You’ve got their lease. Ex. It’s amazing how a simple “Thank You card” can make someone’s day. Whether it is an email or “snail-mail”, letting someone know they are appreciated means so much. (I’m a firm believer in thank you notes- even in my personal life).
Everyone wants to feel appreciated.
7. Be unprepared
Show an apartment that is not a “Make Ready”. Ex: First impressions are so important! If you show an apartment that’s not ready that could be their permanent impression of ALL of your homes.
Always make a great 1st impression.
Rummage around for your pen and paperwork. Misplace the keys. Search for the information they requested. Ex. Have your materials ready and accessible. Know your subject matter and remember “I don’t know” is an answer, which should be followed by “But I will certainly find out.” Apartment leasing books are extremely beneficial keeping your clients and your information organized.
Organization and Product Knowledge are HUGE in our industry
9. Show your stress
This will help make them stressed as well or just plain uncomfortable. Ex. People are attracted to fun and excitement not excitable people! Show positive energy when you talk about the community functions, pool parties, movie center, coffee center, pizza at the gate night, etc. Showing a nervous or anxious energy will turn people off.
Always have Fun but be professional
10. Be unsociable
Forget you are in a People oriented industry. Show the client your day to day operations are more important than their needs. Ex. It is easy to forget we got in this business because we CARE about people. Have compassion and understanding. They are moving! It’s stressful! (They may be going through a divorce, leaving their parents for the 1st time, transferring jobs or just needing to start over)
This is a guest post by Amanda Lynch. Amanda M. Lynch is the Quality Assurance Specialist for The Training Factor. She has 23 years of experience in Property Management, Customer Service, Sales and Marketing. In 2011 she was added to the team here at The Training Factor to support the Mystery Shop division.