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How to Rent Apartments without Selling the Specials

Proven methods of increasing occupancy without selling specials.

Is poor active listening causing you to lose residents?

Is poor active listening causing you to lose residents?

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It does not matter how luxurious your properties are or what amenities you offer. The one thing that will make you stand out from the competition more than anything else is to have excellent customer service. In fact, an article released on forbes.com suggests that great customer service is more important than having the lowest price. Let's break this down a bit. Most people know the importance of good customer service, but the most important element that is often left out is active listening. Active listening shows your prospects that you care about their needs. There are several key components to being an active listener, but one of the most critical is to write down any concern they have or any information they provide you.                                             

Writing down information serves two goals in your active listening strategy. The first one is to help you remember all of the details that the resident has given you. Many people may think that they can remember everything, but they can't. In fact, our memories are not nearly as reliable as we would like to believe. A few studies that have been done on memory recall suggest that we are not only more forgetful than we realize, but our brains sometimes make up false memories to fill in the gaps. One study goes even further and suggests that the word choice used by others who describe past events affect the way we "remember" what happened. If you promise to resolve an issue for a resident and then forget, they will lose trust for you and may choose not to renew their lease when it expires. There are no neutral actions. Everything you do affects how residents perceive you.

Even if you are exempt from our first rule and have a robotic memory, writing down information serves another vital purpose. It shows people that you care about what they have to say. We have all been in situations where a product or service did not meet our expectations, and we felt as if their customer service department was brushing us off. Making your resident feel this way is one of the last things you want to do. If you are not writing down what they are telling you, then you risk coming off as distracted. It may seem like you have more important things to do than help them. By writing down the information that they give you, you appear more engaged in the conversation, and it shows them that you care. I promise you, this makes a bigger difference than most people will ever realize.

So grab a pen and paper and WRITE IT DOWN!

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Thanks for the advice because it really does makes a difference in what the residents and the prospects sees, they believe your actions are genuine and you care about their needs. I've been writing it down for many, many years and I must tell you that it works. Believe me it does.


  Lola Ervin
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Lola, thank you for your words. I am glad that it's working for you. Keep up the good work!

  Chiccorra Connor

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