Follow Ups

4 Times to Touch Base

By Geneva Ives on May 9, 2016 in Marketing

You spend your marketing dollars attracting leads, but then what? How do you know if valuable emails and calls are slipping through the cracks? Maximize your conversions by cementing a follow-up strategy at your properties to make sure you’re getting the best return for your advertising spend.

“We should not lose sight of the fact that through apartment leasing, we are providing homes to our customers, and a home is very personal and dear to many. There is nothing like that personal engagement and touch with the customer,” asserts EPMS, a leading multifamily consulting agency, in an article sharing leasing tips for apartment communities.

Optimize your follow-up strategy by checking in with prospects and residents at these four critical times:

1. First Contact

Don’t miss a chance to convert a lead because you didn’t follow up fast enough! After a prospect has reached out to you over the phone, through email, or even via live chat, your team should be ready to respond and move the prospect to the next step – whether that’s scheduling a tour, completing an application, or something else. Remember, if you don’t respond quickly, your competitors will.

2. After a Tour

You’ve talked, you’ve walked, and now… well you’re not going to just shake hands and say goodbye, are you? Follow up with a call or email within 24 hours after any site visit to let prospects know that they’re important to you and that you represent a property that not only cares but also takes action.

3. Post Move-In

Let your new resident know that your relationship with them doesn’t end the day they move in. You’re not just trying to get people through the door, you’re working to cultivate happy residents who will become ambassadors for your community. Check in with your renters after they’ve settled in to see how everything is going and answer any questions they may have.

4. Lease Expirations
   As leases run their course, your existing residents become prospects again. Don’t forget to follow up and let them know that you want them to stay! Touching base with current renters is a great way to cement lease renewals. If you can use this time to extend a promotion or solicit a review, so much the better.

For a no-fail solution, smart software can make sure every lead is followed up. With RentCafe CRM follow-up activities are automated to ensure you never miss an opportunity.

For more tips on how to successfully organize your leasing and marketing team, don’t miss Terri Norvell’s presentation on Wednesday, May 25. Yardi is a proud sponsor of Webinar Wednesdays, a series of bi-monthly, multifamily webinars brought to you by Apartment All Stars, NAA, and Multifamily Insiders. Click here to see the list of upcoming topics and register today.