It’s an all too familiar scene: It’s Saturday and you are the only person manning the office. You’re
working with a prospect when a resident pops in. First inclination would be to ask the resident to wait
while you continue working with the prospect.
Next time try this: “John, Mary is a resident, would you mind waiting for a couple of minutes so I can assist her?” If the resident’s issue can be handled quickly (i.e., getting a package, answering a question, etc.) go ahead and help. If it is more involved, you may have to ask the resident for permission to finish up with the prospect. Either way, you’ve just given the prospect a glimpse of the future should they decide to lease: Our Residents are Priority #1.
Parking the prospect goes against everything I was taught as a Leasing Associate but when you stop to think about it, who should get the VIP treatment? Our residents are already in house, hopefully paying rent on time, and they’re poised to accept a rental increase at time of renewal. Prospects on the other hand are shopping for a new home and who knows where your community ranks among their choices. Isn’t it a safer bet to put a potential lease on hold to service those who are already in a lease?
Prospects touring communities are hoping to get an idea of what they can expect should they choose to live there. And they’re checking out EVERYTHING. Not only do they want to see the community itself and their future home, but they watch how you interact with each other and most importantly, with your residents. Apartment hunters pay attention to your phone conversations and your body language – anything that can help ease the decision making process.
It’s a simple change to clearly show Mr. Prospect you are the type of management team who will drop everything to ensure residents are satisfied at your community.
Sample Apt 202