Like any sales position, making that customer connection as a first impression is huge. In fact, I believe it is underrated and understated. As a previous leasing consultant, I have had many prospective residents share with me that although the property I worked at may have not been the newest, have the best amenities or the greatest specials, it was in fact the connection with me that pushed them to commit and lease. These often turned into long term residents as well. Making that connection starts with listening. As I spent time with the customer and really listened to their needs, the connection allowed them to put trust in me as a representative of the company or owner. A "relationship" was formed by taking the time to really get to know the customer and help them figure out what is best for them. Knowing that I put their needs first, didn't rush the process or even push them to make a decision, allowed the customer to gain trust that I really had their best interest in mind.

The more experience I gained meeting customers and discussing their needs and "hot points", I realized that the connection process is really different with each type of personality. As an example, when helping a customer which appeared to be an "engineer" type, I discussed the information as it related to very specific details and the logistics side of leasing. This personality doesn't typically make emotional decisions and wants to arm themselves with as much knowledge as possible,  likely taking more than adequate time to make their decision.  A matter of fact, practical approach is generally appreciated by this type. One the other hand, the elderly couple that hasn't rented in 30 years needs to be approached in a completely different manner. Selling them on the online portal and paperless process is not only scary to them, it will likely push them away. I would approach this couple as if they were my grandparents. I will want to hear all about their grandchildren and even remember their poodles' name. Providing them with all of the maintenance services we offer and the directions to the local senior center is always a good start to a memorable connection. Lastly, the single mother with the two kids will get a personal tour of the playground. In fact, if they prefer, the kids will get to try out the playground while mom and I discuss the details of the gated community and onsite courtesy officer.

Serving the community involves making that personal connection with each and every customer. It also pays forward when it's time for renewal. It's important to be intentional with each email, call or visit as another chance to find and secure that connection. Don't let the opportunity pass you by to make that personal, yet memorable, connection.