• Treat prospective renters like VIPs
• Send the right message with your property signage
• Keep your leasing office clean and inviting
• Master the apartment showing

Treat prospective renters like VIPs

You have the opportunity to make a good first impression of your property by being welcoming and approachable the minute a prospective renter enters your leasing office.

• Immediately greet everyone who walks in the door; be the first to offer a handshake and introduce yourself.
• Dress for success. Business casual — slacks, button-downs, even polo shirts with logos — is usually acceptable, but appearing in torn jeans and tees isn’t the aloof first impression you want to make.
• Take a moment to chat and listen. Making a bit of small talk before diving into the property can help renters feel more comfortable, plus you may gather more info about their housing needs.
• Make sure every team member can correctly answer questions about policies and procedures and is current on the latest property or community news, such as upcoming upgrades or new bus routes.

Send the right message with your property signage

What do prospective renters see when they pull up to your community? Is it clear where they can park and find the leasing center? Missing, outdated or damaged signs send the unpleasant message that you don’t care about the image you’re presenting.

• Replace faded, tattered or chipped signs.
• Make sure directional signs are accurate and readable.
• Get rid of “No Parking,” “Out of Order” or “Closed” signs that give off negative cues.

Keep your leasing office clean and inviting

How do you feel when you walk through your leasing office? Don’t let prospective renters wonder if that chipped paint, old sofa or stained carpet are previews of what they’ll find in your units.

• Tidy the customer-facing areas and get rid of office clutter.
• Close the doors to the lunch room and internal meeting areas that are off-limits to guests.
• Change out wilting flowers and plants and dust any faux foliage you have.
• Ask your maintenance team to prioritize cleaning up litter as well as deep clean the carpets and furniture at least once a year.
• Keep any music at a reasonable level that won’t interfere with conversation. If there’s a noisy street or construction happening outside, move meeting areas to the opposite side of the office.
• Offer refreshments. It costs little to provide prospective renters a bottle of water or an energy bar, and it’s an opportunity to make a connection.

Master the apartment showing

After your staff dazzles a prospective renter in the leasing office, a great property tour can complete their favorable first impression of your community.

• Train your staff to deliver a consistent apartment showing, including knowing where to begin, what to showcase and how to describe the lifestyle you offer.
• Make sure the listed unit is as sparkling clean as the model unit; wipe down surfaces, sweep the floors and open the blinds
• Don’t oversell. Customize your apartment showing to pinpoint the features that attracted each prospective renter to the community, and then step back to let them explore the unit and imagine living there.
• Keep the apartment showing informative but concise. Focus on the most important features to highlight, such as safety precautions, storage spaces and common areas.
• Jot down the questions prospective renters ask you and quickly follow up with the answers (it’s a great way to stay in touch with them!). Compile and share a FAQ with your team.

Show your online presence some love too

Renters increasingly make housing decisions based on what they see online, so a fantastic digital listing can help make a great first impression that carries into the apartment showing.

• Keep your listing information up to date, including unit availability, pricing, tour hours and contact information.
• Don’t skimp on photos! Post as many as you need to show off the best features and amenities to give prospective renters a good idea of what it’s like to live there.
• Freshen up your listings with captivating descriptions of the units, community and lifestyle you offer. Highlight the features that residents rave about in their reviews.

Give prospective renters a positive first impression of your property by paying attention to the small details, both online and on-site. A great online listing followed up by a clean leasing office, light snack offering and well-paced apartment showing might seem insignificant, but these steps can make a big difference to apartment shoppers who are comparing your community to other properties they visit. And for current residents, your continued thoughtfulness will reaffirm their decision to move into your property.