Leasing an apartment starts with one small item — that is…the Guest Inquiry Card! Guest Inquiry Cards can be ordered from B&B Print Service, or they can be printed from the eforms program.
Prospective Resident Telephone Calls
The purpose of a telephone conversation is to gather information about the prospect and to set an appointment to show the property and apartments. Retain the Guest Inquiry Card under each phone in the office as a helpful reminder of each employee’s main goal when greeting a customer via the telephone.
Attempt to answer the phone call on the second ring, but not on the first ring. Answer the telephone with a smile on your face! Give a confident introduction; be creative! During a call, the following information is necessary to qualify the prospect:
- Prospect’s name. Whenever convenient during the conversation, use their name. Obtain the names of household members.
- Size of apartment needed.Keep leasing information near the phone so that you may answer your caller’s questions.
- Make directions available to your caller.
- Desired move in date.
- Number of people that will be living in the apartment.
- Type of pet(s), if any.
- How they heard about your community.
- Do not offer just the price first. Ask the prospect what price range they are looking for.
- Ask why they are moving. What are the 3 things that are most important to you in your new home?
- Take control of the conversation.
- Remember to build value.
- Do not leave a person on hold if you can avoid it!
Use the information on the Guest Inquiry Card to sell the prospect an apartment that meets their needs. Set an appointment that is most convenient for the prospect, preferably for the same day
Follow-up with your guest!
It is important to remember that following-up with a prospect can be extremely beneficial. Following-up is a vital part of the leasing process. If we follow-up with customers, an average of 25% of them will lease an apartment! Follow-up also highlights a commitment to professional management, exceptional customer service and also shows our customers a very high level of service.
Here are some great tips to help you establish good follow-up procedures:
- On the same day a prospect comes to visit, mail a “thank you” note or post-card, placing a business card with the note. You can also send an email or leave a voice message for them.
- Within 24 hours of visiting with the prospect, you can place a telephone call or email to them. Remind them of their visit; see if they have made a decision; invite them for a return visit.
- If your prospect did commit to a second visit, contact them again within 72 hours, whether by a phone call, note or email. Just remind them that you would love to have them live at your community. Even if they decide not to select your community, they are most likely to recommend you to a friend – referrals for more information.