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  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 2

    Leasing Agent: Stand Out, Get Noticed! The latest SatisFacts Index and Getting Inside the Head of Todays Online Renter

    Study reveal the truth behind why residents renew or move out.

    Defend against the many surprisingly controllable issues!

    Conducted by: SatisFacts Research

    Doug Miller, Founder and President

    Jen Piccotti, SVP of Education and Consulting Services

    Lia Nicole Smith, VP of Education and Consulting Services

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 3

    Tweet Along With Us

    #RetReport

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 4

    Poll Time!

    Have you participated in previous Retention Report sessions?

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    Purpose of Study:

    Determine % of prospect calls answered by property staff

    If not answered, % voice mail could be left; % of messages responded to, and time frame

    % of emails responded to, and time frame

    Compare performance vs. 2007 study results Real Page Leasing Agent Follow-Up Study, 2010

    Leasing Office Response Study

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    2007 Calls to Property

    29.2% Answered by Leasing Staff

    11.1% Answered by Other Employees

    53% Answered by Machine or Service

    6.7% Not Answered (Bad Number, Disconnected Number, No Answer, VM Full)

    Source: SatisFacts Research (www.SatisFacts.com)

    2010

    43.2%

    11%

    37.7%

    8.1%

    Total calls answered on site increased from 40.03% to 54.2%

    Number of unanswered calls increased

    Calls to Property

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    Assistant asked what the problem was when I asked to speak to leasing. Was put on hold after I explained interest in renting. She then came back and directed me to website. Spoke w/ leasing, who never heard of property. Gave me address of www.williamewood.com to look at properties. Voice mail message does not indicate the name of the property. Person who answered unsure if she was in leasing.

    Sample Interviewer Notes

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    2007 Returned Calls

    25.9% Message received returned call

    22.1% - Returned call within 48 hours

    74.1% No returned call

    Source: SatisFacts Research (www.SatisFacts.com)

    2010

    32.6%

    16.8%

    67.4%

    Less than 1 in 5 prospect calls received a returned call within two days and Two thirds of messages were not returned!

    Returned Calls

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    2010 Email Responses

    21% Replied to Email in < 1 hour

    5.3% Replies in 1 2 hours

    10.5% Replied in 2 4 hours

    5.3% Replied in 4 8 hours

    10.5% Replied in 24 48 hours

    Source: SatisFacts Research (www.SatisFacts.com)

    Only 52.6% of email replies were received within 48 hours

    Email Responses

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    2010 Email Responses

    21% Email was undeliverable

    15.8% Email never received response

    Source: SatisFacts Research (www.SatisFacts.com)

    More than one in five emails sent were undeliverable

    Nearly 16% of emails never responded to

    Email Responses

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 11

    Questions SI

    How likely are you to rent an apartment at this community in the next six

    months? 3.37

    Have you rented a new apartment at this community? 37%

    Being courteous, friendly and professional 4.55

    Asking questions to determine your needs 4.43

    Adequately answering your questions 4.47

    Information shared about the apartments 4.48

    Information shared about the communitys amenities and services 4.50

    Trying to help you find a home that met your specific needs 4.38

    Their presentation overall 4.43

    The appearance of the community 4.26

    The appearance and features of the apartment home 4.13

    The location of the community 4.19

    The rent and value that you would receive for that price 3.57

    Overall Satisfaction 4.23

    The Unclosed Prospect

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 12

    First Impressions

    Prospects are feeling good about their initial interaction with the office. Prompt response to call or email

    Courteous, professional, eager to help. Answers = credit points The community with the best credit is

    perceived as the better risk for the prospect. Whats your credit score?

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com

    13

    LEASING CENTER

    Responsive Friendly Professional Easily establishes

    rapport Determines needs Knowledgeable Helpful in finding

    right home

    ON THE TOUR

    Appearance of community

    Appearance of apartment home

    Apartment features

    Ease of doing business

    Value for rent asked

    Likeliness to rent

    DECISION TIME

    SCORES

    SCORES

    DROP D

    ROP

    Whats Preventing a 1st Visit Lease?

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 14

    Keep the Mojo Going

    When the stage has been set for a stellar tour, back it up with an immaculate, move-in ready apartment home.

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 15

    The Right Way to Inspect

    Walk right as the final rent-ready inspection. Enter the apartment and follow the wall to

    the right: check paint, each fixture, outlet, switch, window covering, appliance, etc. until ending up back at the front door.

    Take the move-in condition form to check out everything your resident will inspect at move-in.

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 16

    Keep the Mojo Going

    Great initial communication

    Impressive in-person experience

    Establish value

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 17

    Value is More Than Money

    How easy is it to be a resident here?

    Are service requests resolved completely the first time?

    Will I be kept in the loop or left in the

    dark?

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 18

    Easy Living

    Community conveniences Parking Public transportation Package acceptance

    Online services Rent payments Service requests Community classifieds

    24/7 amenities Laundry Business Center Fitness Center

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 19

    Quality Repairs

    Speed of Service Detailed description Entered immediately into system

    Quality of Service Tools and materials on hand Tech trained for most common requests Courteous and professional Clean up after request

    Follow Up of Service Call backs on completed service requests Determining 1st time completion Identifying additional requests

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 20

    Keep Residents In The Know

    Delays in Service Requests Standard process Who is responsible?

    Community Updates Office hours New policies/procedures

    Communication Standard Calls and emails received by 3pm = same day response Calls and emails after 3pm = by 10am next business day Resident calls/emails are top priority over prospects

  • SatisFacts Research: Atlanta/Baltimore/Chicago/Dallas/Los Angeles Toll Free: 866.655.1490 Web: www.satisfacts.com Email: info@satisfacts.com 21

    Prospect FAQ Flyer

    3 Questions: 1. How easy is it to be a resident here?

    2. Are service requests resolved completely the first time?

    3. Will I receive timely communication from the office?

  • S

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