The Importance of Consistent Service in Apartment Communities

Our apartment community evaluators at SkilCheck have observed that it has become increasingly common for leasing agents in our apartment and multi-family housing mystery shops to be inconsistent in their presence during normal business hours. This inconsistency creates a negative experience for potential tenants before they even tour the property. To better understand this emerging norm, our SkilCheck evaluators held a discussion.

Posted Office Hours and Appointment Times Do Set Clear Expectations

It’s clear that shoppers feel frustrated when they arrive at a community and find no one there to assist them. It’s understandable that they would be upset; if, while searching for an apartment, a tenant discovered that no one was on site despite having made an appointment, they would reconsider renting there. After all, if someone went out of my way to visit for a confirmed appointment, only to find no one there, it would be incredibly frustrating.

From a tenant’s perspective, if they tried to reach someone for assistance and encountered difficulties, they would question that property’s reliability. The location and pricing wouldn’t matter to them if the service was lacking. They would prefer to pay a little more for a better experience at a different apartment community.

As individuals, we often perceive the people who answer the phones and meet with us as representatives of the place itself. Therefore, if we arrive for a scheduled appointment and no one is there, it reflects poorly on how well that complex is managed.

There is a High Standard that Needs to be Met in the Multi-Family World

The initial interaction with an employee always leaves the best impression, as we know from experience. Recently, we made numerous calls and inquiries to various apartment communities in New York City, but received no responses or even emails. The apartments we ended up touring in person were the ones we reached by phone, where someone spent time sharing information and following up via email. Those interactions left a positive impression.

Out on the Property is not Out of the Office

When you’re out showing homes or apartments, it’s important to leave a note for potential tenants. You can write something like, “I’ll be back in 10 minutes,” or provide your phone number. This way, people know where you are and how to reach you, even during work hours. It’s essential to be available to help tenants, but you should also clearly communicate your location. People are more than happy, normally, to wait 10 minutes if they understand that you’re currently showing an apartment.

Communities Need to Make Sure their Online Information is Up-to-Date

How many apartment communities actively monitor what Google is saying about them? How many take the time to make necessary changes on their Google profile to reflect accuracy? Are they aware of what Google is communicating to potential tenants? This is an issue that needs to be addressed. It’s crucial to check your Google listing, verify the information, and update anything that’s inaccurate, including your staffed office hours or if you are there by appointment only.  It prevents potential renters from the inconvenience of arriving at an empty office when they see you should be open.

Prospective Tenants Will Drive to the Next Property

People don’t drive around to look for apartments like they used to. With apartment communities so spread out, they want to ensure someone will be available when they arrive. So, they’re going to stay in their pajamas with their computer and a cup of coffee and search for apartments online instead of driving around.

Tenants search online, check reviews, choose the ones they want to visit, call to make appointments, and map it all out. If a place isn’t open during business hours, chances are that community gets scratched off the list because there is little tolerance for that these days.

On their way to one scheduled appointment, the tenant might spot another place that they really like. If no one is there to assist them, that would be hugely disappointing. Renters shouldn’t have to rely solely on appointments to see these apartments.

Well-run Apartment Communities are Staffed Correctly

If you are running any type of big business, it is essential to ensure that it is adequately staffed. That is the bottom line. If you are experiencing issues with your business, one potential reason could be inadequate staffing. Even if you have someone in place, they may not be doing their job correctly. It’s important to have the right number of staff for the required hours, then assess how things are going. There really is no excuse for inadequate staffing. While it’s common for people to try to save money by cutting corners, not having enough staff is costing you more. In the long run, you will lose money.

First Impressions Absolutely Matter

Tenants really appreciate the first impression that a leasing office makes. Even if they walk in and see a note saying that the sales agent is showing another property, the appearance of the leasing office is crucial. The way it looks, its scent, the surrounding decor—these factors are all important. During our mystery shops, it has played a significant role in the shopper’s feelings about the apartment community itself. When a leasing office is well maintained, it gives the impression that the entire complex is well cared for, which also influences how tenants perceive the apartments themselves.

A Closed Office Means a Missed Tenant

When someone fails to show up when they’re expected, it can be very disappointing for the tenant. It’s a surefire way for them to lose interest. In situations like this, there aren’t usually second chances, especially with so many apartments available right now. Typically, there’s a sense of urgency, so renters won’t wait for someone to show up or a callback. They’ll keep searching until they find what meets their needs. It’s simple: show up or miss out.

Every Missed Interaction Is a Missed Revenue Opportunity

Being present is the easiest way to win in customer service. Even if the tenant isn’t entirely sure what they need or if nothing is available, that interaction is incredibly important. The initial reaction matters. It’s all about human interaction.

That’s what SkilCheck mystery shops are for. We’re not here to get anyone in trouble; we’re just trying to explain how much of a difference it makes. People truly do make a difference in every industry, especially in apartment communities, which have presented significant challenges in staffing and showing up for potential tenants as of late.

It’s been frustrating, and that’s why we believe it’s crucial to send out every evaluation, even if it’s incomplete. For example, when a shopper makes an appointment, but nobody is there when they arrive. It’s vital for owners to understand what is happening. We’d love to give you a complete shop, but if your staff isn’t present, we cannot proceed.

Show You Care About Your Future Tenants

Strong communication from leasing agents in apartment and multi-family housing plays a crucial role in guiding potential tenants toward their final decision. A welcoming presence can greatly enhance their perception of the property, encouraging them to choose your community over others. Well-staffed communities that provide accurate online information ensure a positive experience right from the first interaction. First impressions are vital, so prioritizing accessibility and responsiveness is essential to building trust and staying competitive in today’s vibrant market. You must make every interaction count!