It was an ambitious goal, but my purpose was a simple one: I wanted to get a truly informed perspective on what today’s prospects experience when they visit and tour our communities. I wanted to see where our onsite teams need to improve and where they are knocking it out of the park.
The exciting part is there are a lot of opportunities for improvement. I know the COVID-19 pandemic has brought in-person tours to a virtual standstill. This could provide a reset button and could offer leasing teams a valuable chance to evaluate the in-person experience they’re providing and to consider the improvements they should implement once the leasing office opens back up, most of which are free, back to basics and completely controllable.
Our industry spends an incredible amount of money and time on generating incoming leads, monitoring the responses to those leads and focusing on the follow-up after the prospect visit. But we don’t spend a lot of time analyzing the in-person experience.
In my previous post, I shared some of my general observations of the in-person experience from my visits. In this blog, I wanted to provide some of the data I gathered about the different parts of the prospect visit. The graphs below outline how often certain things happened during my 100-community tour.
Greetings and First Impressions:
Here’……
100 Communities: Data from My Exploration of Today’s Leasing Experience
