10. Response does not provide information we were looking for.
Yes, this happens all too often. The shopper requests information on a 2 bedroom 2 bath, and we are sent floor plans for a 1 bedroom. It is obvious this is a barrier to leasing if the customer cannot find what they are looking for.
9. Improper grammar and sentence structure.
This is not only tacky, but also frustrating for the prospect. Make certain you use appropriate verbiage and when in doubt use spell check or consult your handy dictionary.
8. Obvious Auto Response.
There is nothing personal about an auto response. What is more personal than someone’s home? It is important to customize even an auto response so that it is not the same response the customer receives from the other three properties they inquired about.
7. Spoke too quickly on the phone message.
You may say the same thing 100 times a day, but the customer only hears it once. Slow down and take the time to properly communicate.
6. Brochure sent, no note.
You may have the nicest brochure in your city, but it is up to you to make it personal. This means more than just stapling your business card to the brochure. Take the time to write a note and invite the guest to visit.
5. Failure to send an e-mail within 3 hours of the inquiry.
The internet is all about real time information. If you wait two days to follow up with the prospect, someone else will have already made contact and get the lease!
4. Forgot to use your name in the follow up.
This happens with email responses as well as phone messages. This is your first opportunity to build rapport with the customer and it all starts with using names.
3. Used the wrong name when addressing the prospect.
Start to use your guest card as soon as you receive the inquiry. This is your tool for note taking and will help you remember the customer’s name.
2. Forgot what you were going to say when leaving a voice mail.
Our leasing offices are busy places but the customer deserves our undivided attention. Stay focused and make this call the most important thing you are doing.
1. No follow up.
40% of all the Internet inquires are never followed up on. Need we say more?
Net Mystery Shopper referred to over 4,000 Internet mystery shops to compile this information.
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This article written by Julie Ramey Net Mystery Shopper℠ Director for Ellipse Communications, Inc.