First Impressions

I had the privilege to visit 6 apartment communities last week. Out of the 6 communities, only 1 community had a very welcoming, enthusiastic, and energetic presence.  Only 1!  One of the offices I visited was very busy. The leasing agent was talking with an existing resident and the community manager had a pressing emergency on the phone.  How would a potential resident react to this situation? As a community manager, how would you correct this unpleasant welcome to a potential resident?

First impressions are everything! As in real estate, "location, location, location" is a must; "customer service, customer service, customer service" is vital at any community. Leaders of a community must realize that its the simple approaches that count to a potential or current resident. If potential residents are seeking to find that perfect community to call home, wouldn't you lease an apartment with the community that gave you the warmest and welcoming greeting? That triggers a potential resident that they will be taken care of and all of their needs will be met.

Building relationships are so important. Whether you are in the apartment business or any other business. Trust and loyalty are so important. Build a relationship with that potential resident and always remember to follow-up. Following up with a potential resident lets them know that you will do the same if they decide to move into your community. It is a simple approach that managers and leasing agents sometimes forget.

Solutions:

• Customer Service Meetings - Community Managers should take to the time to meet with their staff at least once a week for 30 minutes just to make sure everyone is on board with how to handle busy moments in the leasing office. Devise a Customer Service Plan that clearly details how to handle specific situations. You could even have a Trivia session. Make it fun so that your staff won't feel that they are under pressure. Everyone should always be relaxed. If you and your staff are relaxed, your potential residents will be relaxed as well.

• Customer Service - Remember that customer service is always key to first impressions. Just think of how you would like to feel if you were searching for that new place to call home. It's a very simple approach that should always be remembered.

• Never too Busy - You should never be too busy to handle any potential resident or future resident that comes into your leasing office. Relationships are everything!

Remember it's the simple things that counts to your potential residents!