Topic: What is the one thing that apartment locators do that drive you nuts???

What is the one thing that apartment locators do that drive you nuts???

Calls after the prospect shows up and leases.

I don’t understand why this is a problem. I helped you get a lease, you helped me get a lease. Teamwork. We both make money.

Try to take over the tour.

Yes. Act like they work there!

Paints a picture of a renovation level or size the prospect can't actually afford or isn't currently available.

Ask if you work with felons and/or evictions,AFTER they ask details on svailability

What would you do in that scenario though ?

Chris Wojciechowski i have actually, tactfully, coached locators and asked them to please start with that so as to not waste their time or mine. Price doesnt matter if they dont qualify!!

Talk negatively about space, thus making client not like space.

Bring in unqualified people

When I was working on-site and a locator showed with a prospect, it would drive me nuts when they DIDN'T try to sell the property but were just quiet and along for the ride. We pay a commission for them leasing there but helps when they help you sell it too! And it benefits them in the end. No more tours to do! #lessworkmomoney

Based on comments above, managers don't like it when a locator comes in and "takes over the tour" but then you don't want them to be "quiet and along for the ride". Can you define the happy medium? Every leasing professional probably has a preference between selling the space and taking over the tour, but I feel like this is one topic where locators get mixed feedback. Any advice would be much appreciated.

Jodi Gladden Southwick Perhaps participate in some affirmative responses. For example, when a leasing agent states how the "large linen closet will work so well for a 3 bedroom home" a simple "exactly, this is great!" from the locator further affirms the positive that the leasing agent is trying to convey. We understand that the locator has to remain 'neutral' to an extent, seeing as they may be touring other communities, but as mentioned above, leasing agents should be working in tandem with the locator. The locator is (hopefully) selling one of these properties to the prospect. It is important to affirm the positives, let the leasing agent overcome the objections and then after the locator has conducted all of the tours, re-convene with their prospect and go over the pros and cons of each property based on the CLIENTS needs, not based on the locators preferences.

Lastly, I can say that we are concerned by the lack of diversity when recommending properties. We have shopped our locators and find that the properties they are recommending are ones that are paying the extra bonus to the locator. Those of us that are choosing to spend only the 'normal' commission are not even mentioned.

Jaren Sutton When possible (when the renter will provide the feedback) a locator should prioritize the tours by the property that is the best fit first. Then...sell the unit you are in. Sometimes the client wants to see every possible property, but sometimes you can sell them at the first tour because it's the best fit. I also agree the leasing agent and the locator should be working together to find the space that is best for the client. Regarding extra commission bonuses: When properties need more traffic, they almost always increase locator commissions. I think it's natural that a locator is going to respond to the possibility of making more money. It might be considered unfair that your neighbors are paying higher commissions, but unfortunately the law says they can pay any commission they want. It's the same when you sell a house. While "most" pay a 6% commission, legally you can pay any percentage because you are the property owner. That being said, most Realtors are probably not going to show your house because you aren't paying a commission that covers their time and service, but legally you do not have to offer 6%. I know most locators would LOVE to see a more stable locating commission structure year around. The financial highs and lows of cash flow can be very difficult to navigate. But as long as property managers continue to offer the incentives, locators are going to do their very best to refer qualified clients.

Then it should be of no surprise when we choose not to work with locators, unless in a traffic/occupancy emergency.

Ooooh ... You and I would get along GREAT! Im a firm believer in TEAMWORK and piggy backing to get ink on paper. Quick. Fast. Easy.

First and foremost is the client directly in front of me but its all about MULTI TASKING.

If this helps, I know for a fact that locators prefer properties that offer a stable consistent commission rate year around. For example, Finger Properties in Houston has offered the same commission at all of their properties for YEARS and they are favored by locators because Finger is reliable and they have great properties. Finger offers a fair and competitive commission, but it isn't necessarily the highest compared to newer properties who are offering incentives. Like all business owners, locators would like to rely on fair but consistent commission rates from all properties. They understand some properties are going to stop working with locators when they are full, it's just part of the business. I personally know hundreds of AMAZING apartment locators who do not make recommendations based on commissions, and many are on this thread. They absolutely put their client first! They are professional and truly enjoy helping people find the right apartment! Temporary incentives are part of the business, but longevity is the key!

Promise things to their client that you cannot provide.

Not look up my property floorplan information and ask too many questions. Just pull my data up before you call, it will save us both time. I do not have 3 bedrooms, same locator calls and asks me once a month! Drives me crazy!!!

If your property website has current data, then I completely agree! But the databases locators use like ADS and SmartLocating are always out of date. Many apartments insist on locators calling each time (I have no idea why), so I think locators think phone calls are required. The same locator calling you for 3 bedrooms each month, what a pain!! That would drive me crazy too!

Take a call for another client while on tour with you and the client they escorted.

Calls to find out if a prospect leased and if they did where when and how much rather than talking to their prospect

Expect us to help find their clients because they failed to follow up - Hello can you tell me if Joe Smith moved in??? SMH

Can you check to see if my name is on the application? Like now! Nope I have a office full of ppl, thanks for your business but you gonna have to wait and by wait don't call me back in 2-10min.

Trust me, there's a lot of locators out there who just don't put the extra effort into doing their jobs. But, you'll be surprised how often our free services are taken advantage of in the wrong way by clients and they just disappear after we've done our jobs by helping them....but yet will also assume the property will notify us of their app submitted. They think After all it's on the application for the property that's processing their info, we miss out on countless referrals due to this miscommunication...We're all in this together!

This was going to be my reply as well. It is CRAZY to me how many locators have told me about a very close relationship with their client. The client understands to write the locators name down. Lots of calls, emails and text during the search process...and the minute the lease is signed...radio silence! I think a lot of renters assume the property is going to call the locator and handle the paperwork, even when the locator explains that isn't how it works. I would LOVE to see a solution to this problem! FINDMYiPHONE for clients?

Want to send, not escort.

Not sending over their clients because our locator commission is not as high as they want it. Despite us having exactly what their client is looking for.

Send & not escort or pre register.

Think they know your property better than you

Expecting to get paid 5 days after the move in.

If we don’t have what they are looking for they start calling around to our comps and conduct business in our office!

Send unqualified candidates over and over again

We are on Yieldstar. Locators call asking for the best price, when explained that they change everyday and based on lease term and move in date, they always say move in today so we quote that price then they don’t come in for a week and expect that price.

When they steer people to clients with highest commission vs letting client make the decision

Unqualified traffic

call over and over to see of their client leased. Ummm could you call your client?

I highly recommend apartment locators take these concerns and create some solutions for these managers and leasing professionals. Look at this thread, find the complaint that is mentioned the most, and work together as the locating industry to solve that one thing. THEN, ask the managers to help you implement it. THEN, move on to the 2nd concern, and so on.

Calls right after move in wanting the invoiced paid and wants to speak to the property manager. Or insist that the prospect came over.

Constantly email

Call for current availability when they can just pull it up on the website

Fail to register client as required then throw a fit when we won't confirm lease.

When the prospect loves the apartment and is ready to lease but the locator says “we still have more places to see” I now have a comeback for that and I am in the process of teaching it to my teams at our next managers meeting.

I've noticed some locators will run information on an apartment community who is not advertising with them and they show the property as "no availability". So if you google this property for information you are led to think there is nothing to rent. I have seen this more than once.

EXCELLENT QUESTION and as a former onsite leasing professional myself (Gables , Lincoln and ZOM/ZRS) I will say that I HATED when the Realtor would rush me by pointing at his damn watch. Im sometimes a snowflake and thus easily triggered: I would then go SLOWER!! Rule #1: Fair Housing says I must give the exact same tour of amenities to every prospect. Rule #2: Im in control. Not the damn realtor./////// Now to flip around the question: What I don't like about the onsite agents: ask a bunch of qualifying questions only to find that they have ZERO to lease / fully occupied. UGH. What a waste of time, energy, effort AND a guest card. Chop chop: Time is money! : )

Call and the first question out of their mouth is “How much do y’all pay in commission?”
Bye Felicia! We don’t need your help!!

Sometimes we need to ask this question because a few management companies change the commission without letting locators know. I usually ask if the property is known for doing this. *cough cough Gables*. Its not being disrespectful. We have bills and a family to feed as well.

It all comes back to the question being asked. No one works for free. And if the locators want to formally know then they can call separately or email. Not ask first and then talk about a client.

Tiffany Lee - isn’t that the same? As long as the locator isn’t asking about commission while the client is present?

No. Getting an update on commission for yalls sake is one. But to call and ask for commission then start talking about a client is another. It’s tacky.

I have to agree with Rochelle as a leasing professional yes sometimes it does get on one's nerves but we all are in customer service and that means helping everyone and some clients take advantage of locator and work them to death so it's important for the locator to know who they're spending their time on if the commission is worth it

Update your systems correctly and we wouldn't have to call.