Leasing agents--Leads to Leases
Not too long ago on the #aptchat on twitter we have on Friday's, the subject was discussed on how to convert lead's to lease's better. One item that came up was the quality of training that was provided to the leasing agent in order for that to take place. So let's hear it please. What methods are you using to train your Leasing agent's? Did you do something in the past that you felt you needed to change?
Of course there is much more to the process, but a though to add to the (in my opinion) accurate description of a crack leasing team.
Blake Ratcliff-CEO Pallaton Properties (a portfolio owner with properties across several states).
You are so right on target. The total package must be there. As one of my mentors Zappos put it-- the "company culture" facilitates the empowerement you describe. Thanks for your comments
job description is defining-- tell your employee who they are and expect them to live up to it!
Nevertheless I appreciate the job title clarification!
Leasing agents, consultants, salesperson, hope we are not trying to mince words too much here. Thanks for your clarification comment and I look forward to your comments on the discussion.
I have participated in shops with companies that have very happy employees which scored well below average. Training is an integral part to provide clear direction on what is expected of an agent. That goes for the rest of the staff as well. You can have the happiest staff in the world, but if they are not schooled in the best modern methods of engaging a potential resident, than how long does that philosophy last?
Training is key, you have to make sure your leasing agents know everything about the property. You need to make sure that they respond promptly to leads and incoming applications, but as Jonathan mentioned earlier, those things dont necessarily make sure a leasing agent engages the prospective tenant and certainly do not guarantee that the leasing agent is "painting" a happy living picture for the potential tenants.
Just a thought. Training is not everything...
Something we have found that makes more difference on this specific subject is simply treating your leasing agents as well as you would like them to treat a potential tenant. Plainly put, a happy leasing agent will be excited about the company they are working for and therefore will speak wonders of your apartment property without you needing to train them to do so.
Hope this is helpful,
A very nice proactive approach. In your training, what do you do to make sure the leasing agents are truely engaging the prospective resident? Are they able to paint a picture of the community with the words they use to the prospect?
We have found that leads responded to within 1 hour become leases over 50% of the time. Because of this it is imperative to find a way to bring new leads to your leasing agents at the most immediate moment.
What we have done, is:
All leasing agents receive immediate email alerts to their phones, and laptops.
We have extended hours in our central office to accommodate for leads received after 5pm. We have found that most leads come in during the after-work hours (after 5pm). Our central office is open until 2am.
We train all of our employees: They must respond to a fresh lead within 30 minutes and no more than an hour.
I hope this is helpful,