Pub. 4 2019 Issue 6

9 ISSUE 6 2019 keep judgmental comments to yourself so as to not offend. Encourage positive interactions. A positive attitude and a smile will take you far, and remember to thank people for taking the time to talk to you. You can never show too much appreciation. Ask each prospect how they wish to be contacted. Not everyone is the same. Different prospects have different needs. If a person contacted you by email, they might feel most comfortable communicating through this format. Same theory stands for phone calls and making a follow-up call may be best. Someone else may prefer texting, and if you insist on calling, they might not answer. In your first encounter, during a tour and even in the application process, don’t be afraid to ask how they prefer to communicate. This simple act can have a huge impact on how your prospects view your ability to consider their needs. Make it timely. Don’t wait too long to follow up. Make your follow-up contact at the start of the very next day. Give them a little time to think about their experience, but 24 hours is just enough time to think without forgetting. Don’t make them wait. This theory also applies to your existing residents who may have requested a repair or upgrade or wish to discuss something else with you. It’s just good cus- tomer service. Make it personal. Whether you are following up via email, text or phone call, making it personal can really make the right impression. Include details you noted during the tour about their specific needs and desires in your follow up com- munications. For example, did they have a dog? Mention the pet’s name and ask if the pet might enjoy a visit to the dog park on-site. Utilize a Contact Management System. A contact manage- ment system with email addresses, notes, phone numbers, and records of previous calls will allow you to keep all of your important information in one place. There are also a few great browser extensions and apps that help you see when people have opened your emails. You will have a better idea of how to take action when you can see if and when your emails were opened. To learn more about this topic and other business best prac- tices, contact Occupancy Solutions today.