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Please Tell Me That You Accept Online Payments

Please Tell Me That You Accept Online Payments

“Please tell me that you accept online payments” she said, barely stepping into the lobby, keeping the door half open. “We’ve been to 4 places already today that won’t let you pay rent online.”

We’re finding out that renters aren’t as impressed with pools and fitness centers as they are the ease and ability to handle their monthly rent from anywhere, anytime.  And our 9-6 office hours aren’t as convenient as we’d  like to think.  Nowadays, it’s the convenience amenities that top the search list.  Everyone’s got a pool.  Everyone’s gated.  Everyone’s rattling off their lists, thinking the prospect is oh-so-impressed.  But do we bother to listen to what they need?

Let’s go back to leasing 101:  sell the lifestyle.   I may not use your gym.  I may never attend your wine and cheese event.  But I’ll smile when you tell me I don’t have to write a check and bring it in when it’s convenient for the leasing office.

Paying online isn’t a ‘thing of the future’.  It’s not even a thing of the ‘now’.  It’s a thing of the past, and our industry needs to catch up.  We seem to always be just a tad bit behind the times, don’t we?

Your residents pay most of their bills online: the car, the credit card, the utilities.  And somehow, the largest item they pay each month must be done with pen and paper, and hand delivered, no less.  And heaven forbid they are out of town when rent comes due.

With dropbox theft a rising trend, and hours (read: days) spent counting checks, stamping checks, logging checks and the daily run to the bank, you’d think we’d welcome a change.  Just how long do we think we can keep the pony express in business?

You’re going to hear it more and more.  In every market, at every price point:  ‘do you  allow online rent payments?’.   You should be able to smile and say ‘why yes, of course.”

You and your prospect will BOTH breathe a sigh of relief.

Michael Wise is co-presenting "The Paperless Office: The Journey from Theory to Reality" at the 2015 NAA Education Conference & Exposition.  You can register for the conference here, and add Michael's session to your schedule on Thursday, June 25th at 9:00am.

 
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Well said! All my bills are paid online!

  Joni Russell
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Point well made! To gain a competitive edge in the market, a property can rely on things like pricing, product or image. But one of of the most effective ways of standing out from the rest is to offer quality service that meets customer expectations, which would be the ease of paying online.

  Marie Rodriguez
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I love online bill pay!

  Renee
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'And please tell me you won't charge me a fee to do so.'

  Tanya Robin
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<p>Tanya.....that's a good statement. And with my company, it's FREE if you use your bank account. Credit cards...that involves a percentage fee, which, is standard for such a convenience. That said, as a resident for several years, I STILL would've paid a fee for the ability to pay online. It's better than a late fee, for those times you're out of town or don't have the funds.</p>

  Michael Wise
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After four long years I have just gotten approval at my company to waive the eCheck fee for residents. I think this will have a monumental positive affect on our operations. We still charge for credit cards, and I'm sure our industry will always do so. The apartment I live in however charges for eCheck, which I feel is absurb considering I am in a high end apartment and pay a lot for rent. It isn't the money, it is the principle, if I have a free option I am going to take it, even if it is inconvenient. I agree that just the ability to pay online in worth it in those situations when you can't get a check to the office though.

  Tanya Robin
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Michael: As a consumer, I use a service Plastiq to make all my payments online. It's a consumer pay model but beats the inconvenience of Checks + Drop off each time!!! Accrue points on my SPG Amex offset the costs pretty quickly!

  Nancy J
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Nice post

  Ellen Calmas

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