There are so many important traits that go into being a great leasing consultant, but when it comes down to it, in sales, communication is key. You can have an amazing product or a fancy leasing office, but without that personal connection, you won't see results.
No one wants to feel like they are wasting time and everyone wants to feel important. These are two fundamental truths that are easy to deliver with a few simple steps. A smile, a warm hello, and saying “please” and “thank you” will go a long way.
First impressions are critical. The first words out of your mouth set the stage for the rest of the conversation. If you're curt, you'll set the tone and likely get a similar response back. If you're warm and welcoming, your conversation will be much more pleasant.
Get to know more about whomever 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. 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 them 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.
You should always know about every single unit that you have to offer as well as 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.
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 extra 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.