There are so many important traits that go into being a great leasing consultant, but when it comes down to it, building relationships is key. You can have an amazing product or a fancy leasing office, but without that personal connection, you won't see results. Here are several ways you can make connections with your prospects that will lead to leases.
No one wants to feel like they are wasting their time and everyone wants to feel valued. These are two fundamental truths that are easy to deliver on every time someone calls or walks into the leasing office. A smile, a warm hello, saying “please” and “thank you”, and moving at a respectable pace will go a long way in helping someone feel that you value their time.
First impressions are critical. If you are curt, you will set a negative tone for the conversation and likely get a similar response back. If you're warm and welcoming, your conversation will be much more pleasant and engaging, leading to a productive conversation that may lead to that person leaving a deposit.
Get to know more about each person who walks in the door instead of treating every customer like a sale. If you take the time to get to know your customer, you can figure out their specific preferences and needs. Instead of feeding them information about what you offer, ask the customer questions about what they desire in a home. Once you have a great understanding of their goal, you will be able to offer them the very best options in your community.
Talk to customers in a way that shows them their needs are important. Allow time for the customer to process what you say as well as communicate what it is they're looking for. Ask open-ended questions to encourage conversation and most importantly – listen. Open-ended questions such as, “What prompted you to look into an apartment?” or “What would make your future apartment home a better fit for you?” will help you get a clear idea of what the prospect is looking for and how you can best meet their needs.
You should strive to know all of the important details about the apartment community you are working at as well as some information on the surrounding area. Be proactive and try to think of any possible question a prospect might ask. Know the details of the property lease (what's the pet policy?), the square footage of bedrooms, what's the best place to get Italian food nearby, and so on. Curious to see what specific questions prospects might ask? This article from Landlordology titled 20 Revealing Questions that Every Renter Should Ask breaks down the questions that you should be ready to answer.
The difference between good customer service and great customer service is the ability to go beyond just answering the question. Great customer service happens when you don't just give the answer they want, but when you do something that is over and above what is expected of you or personalize your messaging to provide an excellent customer experience.
Follow up with your new tenant after the lease has been signed. Continue the relationship that you formed with them by checking in and making sure they are happy. If you are genuine in the relationships that you form, your prospects will take notice and you will have a much greater chance at being the best leasing consultant possible.