Brent Williams is Chief Insider of Multifamily Insiders, the largest social network in the world for multifamily professionals. His background includes both property management and supplier, and he writes on all facets of the multifamily industry, although his focus lies in resident retention.
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Brent, my first questions always is "Is it okay if I ask you a few questions? That way I can be of more help to you." THEN, and we have been suggesting this for years "What is the most important thing to about your new home?" Choosing your words carefully, ask next; Tell me more about the size apartment you want" Then, the critical question is "When are you planning to move? Do you have a specific date?" Ask politely "How many people will be living with you in the apartment?: If the number exceeds your occupancy standards, then and only then you should ask "In Texas our occupancy standards in a two bedroom is 2 plus one additional occupant under age (2 or 3?) Are any of the 5 of you in that age group?" (don't use the words 'children, kids'. This question is purely due to occupancy standards. Another question should be "Will you have an animal living with you?" I have found that asking if they have a 'pet' may lead to a 'no' when they do have an assist animal. Be prepared to discuss your policies regarding any animal that may accompany them in their home. I always ask "do you have a budget in mind?" And then "how did you hear about us?" Be conversational, not robotic! Be truly interested and friendly, take notes. Use your guest card, whether manual or on your computer. I could write a book on this topic!