Topic: What do you think will be the most significant long-term shift our industry will experience as a result of the pandemic?

Hi everyone! What do you think will be the most significant long-term shift our industry will experience as a result of the pandemic?

More automation of administrative processes. Outsourcing of processes outside core property management functions.

More self guided tours

Smaller onsite leasing and admin staffs; everything will be by appointment only (walk-in availability will be rare).

For years I questioned why self guided tours were not an option as every other industry made the switch.... Self check out at the grocery, self check in at the airport, etc. The entire move in process from initial contact to move in should have automated capability. Pre covid when I would have return prospects I could tell they wanted time alone and I would just give them the keys. Leasing agents can then spend their time more productively.

I think self-guided and virtual leasing will be more quickly felt but for longer term impact I feel the 'less in person supplier selling' has a higher chance of moving the needle (assuming it holds that way because sellers gonna sell). Why? Because without a bi-weekly or monthly barrage of vendors supplying the staff with candy/treats, guilt, and other coercions the prop staff is left with making purchase decisions on a need and value basis alone. Most items sold to multi family that relies on these sales routes and bombardment is a commodity item (such as flooring). I was a multi year rep & sales manager and we could track down the the month when a rep was hitting the routes and 'servicing' the properties. Visit the props properly and on schedule and the calls/orders come in because if you aren't then A) your competition else is, or B) your product is of low value anyway and without you to push it's purchase they wouldn't buy it. So without the cajoling fewer things that don't need to be purchased anyway might not get purchased (saving $) OR the staff might honestly consider what's the best value if there's not that personal pressure to "use Donna because she's nice" even though her prices are higher (saving $). All that being said I don't think the reps will stay away unless you force them...sellers gonna sell.

I can tell you why self guided tours have not been a thing. One word...”squatters “.

more options! thats the best thing to come into our industry in a long time. technology helps power the change, but meeting our customers where they are and letting them visit on their schedule is awesome!

More electronic payments

Automation. I think the days of a fully staffed on-site leasing office are waning.