Answering the phone is a big one because very few complexes do it according to not only prospects but tenants but I save each person as a contact in my phone (all the calls are forwarded to my cell phone during the day) and label them as “Complex 2 bed prospect name” or “complex apt # name” so when they call I can answer not only with their name but know who they are and/or what they are looking for. I’ve had some prospects that return 6 months later and they are like “wow, how did you know it was me?” I respond with “I thought you’d be a great resident so I saved your info, I’m glad you’re reaching out again” or “of course I know who you are resident name, you weren’t just a number when you moved in, you’re my resident and you matter!”