Property Managers stay busy and wear many hats. The success of a multimillion dollar asset rests on their shoulders, they make important decisions, and there can be a lot of stress along the way. As a result, Managers can, at times, be more short and busy sounding than they’d prefer. (Not speaking from my own experience, of course!)
Kidding aside, Managers need to be sure that we take time to lease and give our prospects the attention they really deserve and expect. On my first day leasing, Mary Gwyn told me that “people rent from people they like.” The phrase has stuck with me for more than 10 years and I have found it to be 100% true.
People are less likely to give their money to someone who is unfriendly. They won’t be as quick to choose your apartment community if they feel like you are unpleasant or seem to not like them or care about them and their needs.
Bottom line, be sure that you and your team stay approachable and likeable! You’ll close more leases and probably enjoy your day more too.
3 Tips to Ensure Likeability Include:
1. Wear a Smile
This may sound simple but keep a smile on your face. You can do this by phone, email and in person!
Make it your goal to pick up the leasing office phone and smile as you greet the caller on the other end of the line. The friendliness is heard through the phone and appreciated by the customer.
Communicating by email can be tricky. Words are easily misunderstood because you cannot hear the tone of voice through written words. Before you hit send, read what you are about to email, and make sure it sounds pleasant. Emoticons like a smiley and exclamation points can convey positive emotions and goodwill.
Greet each prospect with a big smile the moment you make eye contact. Be sure that they know you are glad they have come to your property. Even if you are stressed and busy, take a moment to give a smile which will completely change the direction of your tour in a good way.
2. Give Yourself a Break
Managers are so busy that they tend to work through lunch. Tsk! Tsk! If you allow yourself a break, even for 15-30 minutes, then you’ll feel more refreshed. Prospects that visit will see more of a picture of calm rather than a state of panic. Give yourself a break and you’ll be more likeable to those around you.
3. Treat People The Way You Want to be Treated
Think about your own positive and negative customer experiences. Upon reflection, I realized that I want to treat people the same way friendly and likeable people have treated me in the past.
A few old rules of thumb include:
· If you can’t say something nice, then don’t say anything at all.
· Do unto others as you’d have them do unto you.
Be likeable! If you do this, you’ll close more leases, increase positive word of mouth referrals and even bless your team, vendors and residents too.
Kelly Cox, CAM