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The 5-Second Trust Builder: Mastering the Onsite Prospect Greeting
Looking for a new apartment is stressful—your prospects are walking in carrying anxiety about a massive financial decision. Your job isn’t just to lease an apartment; it’s to instantly become their trusted guide.
The first few seconds of a greeting set the tone for the entire relationship. Use these 5 “S” Steps to replace a retail-level transaction with a professional, trustworthy relationship.
5 Steps to an Instant Connection
1. STOP
Action: Immediately stop whatever you are doing—typing, talking to a coworker, checking your phone. Give the prospect your full, undivided attention.
Why: Nothing makes a prospect feel less valued than being seen as an interruption. 100% focus communicates that their needs are your priority right now.
2. STAND
Action: Get up from your chair! Move toward the prospect to meet them near the entry.
Why: Standing shows respect, professional deference, and positions you at an eye-to-eye level, which is crucial for establishing rapport and open communication. It says, “I am here to serve you.”
3. SMILE
Action: Offer a genuine, warm smile.
Why: A smile is the universal sign of welcome and approachability. It instantly lowers the prospect’s guard and creates a positive, friendly first impression. Check yourself in the mirror if you need a reminder of what “friendly” looks like!
4. SHAKE
Action: Confidently offer a firm, professional handshake.
Why: The handshake remains the most powerful business greeting. It shows you are professional, fully present, and qualified to help them navigate this big decision. It’s a quick, physical affirmation of trust.
5. SALUTATION
Action: Ditch the generic. Offer a pleasant, inviting greeting that is specific.
Why: Your first words frame the entire interaction. Never use the “retail” cliché, “Can I help you?” Instead, try:
- “Welcome to [Community Name]! I’m [Your Name].”
- “It’s great to see you! Thanks for stopping in. I’m [Your Name].”
The Bottom Line in Greeting
The goal of the 5 “S” greeting is immediate acknowledgement and instant connection.
Never, ever let a visitor feel as though they are an interruption. By mastering these five seconds, you move beyond just being a salesperson to becoming a trusted advisor.
Next week: Trust-building questions for the trustworthy Leasing Pro
