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Customer Service Corner | Touring Policy

Monday, February 12, 2018

As leasing professionals a huge part of our day includes touring the community with prospective renters, and once you've been at a community for long enough the tour experience can start to feel stale. It's important to remember that your prospect is stepping foot in a new place and therefore has a different perspective when taking everything in. At HallKeen we want to exude pride in our properties from the beginning of the leasing experience to the end.

Here are 5 tips on how to refresh your touring technique and infuse some fun into your every day tours.

1) Review your route ahead of time.

This first step is all about time management! You may not have the opportunity to review your tour route every day, even though that is ideal. Make a plan that works best for your schedule and stick to it. For some of you this may mean taking a half hour every Monday to walk your tour route of the common areas to check for burned out lights and refilling air fresheners to last the week. 

2) Start with your best foot forward!

Be prepared for whatever situation will walk into your door for your day's tours. This can start with confirming your day's appointments the night before, and also includes being open to talking walk ins. If you fill out manual guest cards, fill in as much information as possible and be prepared to greet people with their name when they arrive!

3) Don't be a robot!

Most of us have a standard monologue that starts off the tour route, which as with anything you've said several times can start to feel old. Avoid sounding scripted by keeping this opening speech conversational. Figure out where you can ask questions of people to make the informational first part of the tour feel tailored to them.

4) Make adjustments as you go.

No two tours are created equal so you don't need to treat them that way. If this prospect doesn't have a car, you don't have to do your usual pitch regarding the parking garage. If you run into an ornery resident, use this as an opportunity to showcase your customer service skills, while still maintaining that your time currently belongs to the prospect you are with. And if you run into some trash on your tour route- for goodness sake please pick it up and your your prospect that you care about the well being of the property. 

5) Invite compliments and criticism.

Once you reach the apartment and have done everything you can to enter into an inviting home (lights on, good smells, model tidied), let the prospect take the wheel and steer this part of the tour. Ask open ended questions about how the apartment is making them feel and let them know that you want to hear the good and the bad. You can't overcome an objection until you've heard it.


As always, we want our staff members to put SAFETY FIRST when it comes to touring, so make sure to review the HK touring policy if you need a refresher.


Do you have something you want to read about on the HK blog? Send your suggestions into marketing@hallkeen.com and we will make it happen!