Ellis Consulting

Handling the Prospect “Put-off”  – What to do when the prospect says, “Let me think about it.”

So you come to the end of what is a very persuasive leasing presentation.  Everything seems to be clicking.  You and your prospect are communicating well and she is showing buying signals.  There seems to be considerable interest in leasing.  But when you invite this VP – Very Important Prospect – to lease and move in, you get this response:

“Well, let me think about it.” 

OK, now what?  Do you let the prospect use this “put-off” to slide out the door?  Maybe she is being nice and is just not interested.  Or maybe there is something bothering her that she has yet to verbalize.  How do you find out and perhaps resolve the prospect’s unspoken concern?  Try this.

First, get in step with the prospect:  “You should think about it.  Deciding on your next apartment home is a big decision”. How nice of you to show some understanding and kindness.  You don’t fight the prospect but rather you “get in step”.  You are empathetic and show it in your tone of voice.  But you are not letting them off that easy.

Next, you ask: “Do you mind telling me what kind of things you will be thinking about?” or simply “What will you be thinking about?” This question may stop them right in their tracks!  If your community doesn’t meet their needs or for some other reason they are just not interested, the prospect will probably repeat, “Oh I just need to think about it.”  That’s OK.  Your property is not for everybody.  The prospect appreciated your time and your FEP – Friendliness, Enthusiasm, and Professionalism.  But your property is not the right fit.  Move on!

Yet it may be that the prospect has a concern or objection that needs to be addressed.  This question may reveal it.  “Well, I just think the bedroom is too small for our furniture.”  Now instead of a putt-off, you have an objection.  Objections show interest.  You’re back in the game!  Your response might be:

 “You are concerned about the bedroom being too small for your furniture?  I am glad you told me.  We have another floorplan that has a much larger bedroom and is still in your price range.  Let’s go take a look!”

By asking the question “What will you be thinking about?” you have determined if the prospect was simply not interested or had a real concern you could address.

Next week we will look at this common rental prospect put-off:   “I really need to look around some more.” 

To Shake or Not to Shake…THAT is the question!

Shaking hands is the quintessential way to greet your rental prospect, right?  Th handshake is the classic sign of professionalism and confidence in the business environment, true?  For many years I have taught the handshake is the sound strategy in welcoming your visitors into your leasing office. 

So why am I suddenly questioning this preferred professional and trust-building practice? 

Coronavirus!  (Oh my!) Whether this COVID-19 scare is truly serious or just a mild but massive outbreak, coronavirus has the whole world’s attention.  Including our residents and our rental prospects.  Do we refuse to shake hands and possibly come across as rude or ignorant?  Maybe there is an option.

This type of sign is already in use at UCLA Health Center with little issue or concern.  I love the graphic that communicates the message quick and clear.

A study in 2014 found that a fist bumptransmitted 90% fewer germs than a handshake.  Maybe if we adopt the latest greeting rage started in t he COVID-19 epicenter of the Coronavirus, the Wuhan Foot Shake, Elbow bumps and a simple “Hello Hand Wave” might do the trick.

I refuse to give up this true and tried expression of professionalism and affection forever but for now, cutting back on the hand-shakes, hugs, cheek-kissing, and other forms of “professional” human contact in the office is a smart idea.

A simple sign in your office will minimize the awkwardness of the dilemma: to shake or not to shake.  Create an attractive and professional sign on a large easel by your main entrance with this message:

“This is a Handshake Free Zone…to reduce the spread of germs.  We are protecting you!                                                    

  Or simply “Due to the Coronavirus, No Handshaking Please”

 _______________________________________________________________________________

 No more handshaking, ever?  Oh no, I don’t mean that!  The handshake will remain THE best way to greet rental prospects and residents in the business setting.  But maybe it is time to drop the handshake and suggest other ways to greet.  For now.  Just till we get through this.

What to Do While You Are in Quarantine… Don’t waste this time while your office may be closed!

So much is flying around the internet about preparing for the Coronavirus and how to minimize the risk of contaminating others.  I don’t feel compelled to address that important issue.  I will leave that topic to the health experts.

What I can speak to is your productivity and your professional obligations during this challenging time.  Many of us have been banned from the office (or work with the doors locked) or have chosen to self-quarantine while our cities and country wrestle with COVID-19.  Does this mean a temporary hiatus?  Are we done with work for now?

No doubt, safety first!  Yet, we do have an asset that needs our attention.  Our owners and residents are depending on us!  The apartment onsite professional can be productive whether working isolated at the office or from you home.  Here are a few ideas.

 What to do while you are in Quarantine:   

• Audit your online advertising and update content and photos
• Review your social media and study the posts and online visits to gain marketing insights
• Check all rating and review sites to see if responses are needed or appropiate
• Use ZOOM to have an online brainstorming session with your team and to keep in touch
• Catch up on your education with some online learning through https:/www.edge2learn.com    
• Drive your comps – You will be safe; you can stay in your car and still catch up on your submarket
• Write thank you notes to your trusted and significant vendors
• Work on your lease renewals by phone and text – Hey, your Residents are likely home too
• Clean out the closets and files
• Paint and clean the office
• Organize and clean that filthy maintenance work and supply room            

Again, SAFETY FIRST!  Practice social distancing and stay away from people groups.  Yet, there are hundreds of important tasks we can be doing from home or privately in a back office.  Take advantage of this “down time” and once this crisis is over, you will be ready to thrive!  And this will pass.  Be careful, friends!