Best Property Management Coach!

what is up my Legion of leasers my Army of apartment Maniacs it is the Le in University live session and I am here to help you with any problems you're facing any challenges that you want to overcome some questions that you need answers to with that being said who's got something that you're working on who's got something that's working that's not working who's got a question that you need an answer to I got an answer hit me um I am wondering if you can talk a little bit about how we can ensure our prospects keep their appointments yeah ensuring our prospects keep their appointments now without causing you too much pain without you having to send me a bill for therapy can you walk me through a couple specific examples of you did all this work on the phone and all of a sudden they know show can you walk me through what's going on in your world so Poli leasing professional is taking their phone call or utilizing all their mat East training on the phone um and they're securing that specific appointment time and date um and say even following up in advance of that exact time and date but the person's still not showing up sure okay when you say they're securing that specific time and date let let's walk through a little bit of a role play and we don't have to go through the whole leasing university.com it's a great day at Meadows what can I get you information on what research have you done on us what's your biggest reason for moving we don't have to go through any of those questions but when we get to the point where we're securing the appointment we're securing the time we're securing the date why don't you be the leasing professional all be the prospective resident and let me see if I can tune up what you're saying right now to help make sure that that Prospect shows up to the appointment fair enough hey Matt um you mentioned that Monday at 4:30 works well for you can I put you down on the books for that sure yeah I'll see you Monday at 4:30 Monday at 4:30 perfect do you need any directions or anything of that nature to the property are you familiar with the area yeah I'm familiar and i' I've driven by it a couple times because I I I work nearby there um yeah I know where it is and I've already got your phone up but I just want to make sure just in case we just let me confirm it just in case for some reason we get lost in translation I don't see you at 430 is your phone number 21647 17527 is that the best way to reach you yeah absolutely okay perfect well I've got you set up for 4:30 on Monday I look forward to meeting you perfect I will see you then okay it was great that was good now do you want to make it to where they show up do you want to make it to to where they're early do you want to make it to where man they're really excited to get there when they get there does all that sound good yes okay let me fix it for you but before I do let me ask you a question yesterday was Sunday a lot of people do this on Sunday do you have that spot by where you live with the delicious breakfast you know that place where you're going to treat yourself it's Sunday Funday you maybe sleep in a little bit and have somebody cook you you you do you have that place where you live that you like to go to breakfast every now and then of course everybody's got their spots we got our spots right now with your spot is it anything like my spot is it anything like most people's spot that when you roll up there's people standing around outside cuz it's that popular have you had a spot like that or is your spot like that now where there's there's always a line there's always a buzz there's always people that want want to eat there I've been to places like that now I avoid them but that's besid the point I'm old yeah a and the reason why places like that have lines like they do one their food's delicious but two everybody wants to eat at the restaurant that everybody wants to eat at okay I travel I don't know how much you travel I travel a ton being the founder of Leasing University I'm going out all over the country all over the world in some cases doing leasing University live leasing agent training okay one thing when I travel that I have to accomplish is I have to eat I don't know where the good spots to eat are sometimes I'll pull up into the parking lot my first red flag there's no cars in the parking lot now I just usually keep driving if there's no cars but in the past I've gone into those places and no cars in the parking lot red flag walk in they're like we got one Hi how are you sit anywhere you like and in the past I've sat down and in the past I've had some bad experiences and every time I sit down and the restaurant is empty I get anxiety I'm like am I going to get food poisoning is this the place where people were murdered last week there's got to be some reason why nobody's in here yet and I'm a lot like you I do like to avoid the lines but when possible I want to eat at the restaurant that everybody wants to eat at but I'll just go on um Open Table Right and I'll secure my spot so I don't have to wait in line but everybody wants to eat at the restaurant that everybody wants to eat at nobody wants to eat at the restaurant that nobody wants to eat at the other point that I need to make here is when you do tell the people at the Pancake Place hey part of of twoo they always say the same thing you'll be about 1520 and then you stand out there like cattle right well they're going to say our name any minute don't Old Navy's got cargo shorts don't go over to Old Navy as soon as we go to Old Navy they're going to call our name and we'll miss out on our delicious pancakes the reason why I'm telling you this is you can using your leasing University skill set you can evoke all of those emotions of the restaurant that everybody wants to eat at when scheduling your tours you can have people showing up same way people show up to restaurants that are super popular when they have a reservation on time if not early you can have them excited and almost hungry for lack of a better word about their tour and the way we do that is this way hey so you know does it make sense and and you be the resident um you be the resident I'm just going to call you Matt I know it's weird you can use my mobile if you want to give out my mobile 30383 7372 or you want to make up a number here we'll just call you we'll just call you Tina right we'll just use a fake name here right so I don't want you feeling like you got to give out your phone number but so Tina does it make sense for you know based on everything that you're telling me with the view and needing to be close to your work and you'd love to walk to work and you know we're just right a block away does it make sense for you to swing by uh this afternoon to take a look you go ahead an answer yes awesome awesome what what time works best for you uh like 4:30 after I'm done working yeah sure 4:30 listen we are back to back to back on on tours here every everybody wants to live here I'm I've got 4:30 down um I'm going to fit you in in okay but if there's any way and I'm going to try and do the tour personally but because we're so slammed I might have one of my colleagues do the do the tour for you but I've got it written down for 4:30 if there's any way that um I'm running late which I won't be but if I am running late we're talking five minutes it's just because we're so slammed Tina what's the best number for me to either call or text you just so that I can let you know that hey I I am running late on that 4:30 by a couple minutes so you're not killing yourself trying to get through lights to get here on time and and and walk right through the door at 4:30 oh I gotcha my number is 216 471 7527 I got 216 471 7527 yeah perfect if I'm if I'm running late for that 4:30 which again I won't be but if I am I'm just going to give you a courtesy call or a courtesy text to 216 471 7527 Tina along those same lines if you're running late which is perfectly okay but if you're running late would you call me here at the leasing office at 303 83737 2 just to let me know you're running late so I'm not you pushing that person ahead of you that's signing their lease out the door to try and keep everybody on time and I can let them keep talking fair enough sure Perfect all right so if I'm running late I'm going to buz you 26471 7527 if you're running late along those same lines please just let me know it's perfectly okay again we're Slamm but that way I'm not moving people around leasing office number here's 303 8037 372 otherwise I look forward to seeing you at 430 today boom and if you guys start doing that that guess what people start doing showing up because now we've established what have we established we have established without being a jerk we have established our credibility has gone up here our Authority has gone up here our interest in our community has gone up here by the way your marketing department can thank you they spend thousands of dollars every month with companies like co-star to get their Authority their credibility their visibility their reputation up here we need to back up marketing along those same lines here's what we don't want to sound like we don't want to sound like the restaurant that nobody wants to eat at oh yeah I can get you in at 4:30 I'll see you then great right what's um here's my number call me if you can't make it none of that but also at the same time what a lot of leasing Consultants do that I personally cannot stand is this one does it make sense for you to come by today uh yeah it does hold on let me see what slots I have available and you got to listen to them click away at the keyboard I've got an 11 and I've got a four which one works for you uh 11 and you wonder why people don't show up because you're going off of your schedule now some of you are like but hey we have a schedule you know what you also are in the business of working with people this isn't this isn't you're not selling coffee you're not selling tacos you're not selling T-shirts you're selling somebody a home they got to go to bed there every night they got to wake up there every morning they got to build a life there and they're going to give you thousands of dollars typically about 30% of every 30 out of one every $1100 that they make is going to you okay this is a huge purchase for them this is a huge decision for them why are we clicking away at our keyboards looking for times available boom boom boom boom we are back to back I will make it work worst case if they say a time that you have three tour scheduled at that time deal with it figure it out let them know man I've got I'm triple booked on that time is there 4:30 I'm triple booked is there any way you could either do 5:15 or 3 45 I really apologize but again we are slammed here but for the most part y'all need to stop it not you but you all need to stop it with your arrogance you all need to stop it with your air traffic control or flight attendant at the airport crap it's crap this is an important decision for somebody whenever possible ask them with the preface of hey we are back to back to back back to back everybody wants to live here okay that being said I'm going to do everything in my power to slide you in to get you in the schedule and work with you personally what time works best for you okay ask them when they want to come worst case they get there and you're doing things have somebody else have your maintenance team hey Rick be standing here I got let let them know offer him a bottle of water hey my name's Rick I'm on the maintenance team you had talk to Matt Matt is just finishing up right now I believe he texted you about that can I get you a bottle of water well I don't want to make people wait around I don't either but can you imagine how much better you're going to be to sign that lease if they're see man they are so slammed there so many people want to live there that Rick from the maintenance team had to greet me and yeah he was pretty cool and he gave me a bottle of water and I liked how his shirt was tucked in Rick tuck your damn shirt in offer him a bottle of water hang with him for 2 seconds while I'm doing this now when you go on your tour and you're like hey does it make sense to sign the lease you have a lot more credibility when they say something like well I need to think about it totally get that you need to think about I just want to be clear on something I I can't hold this apartment for you and as you've seen everybody wants to live here we are backtack on tours if the next tour wants this one I legally and ethically have to give it to them it's called fair housing but don't worry I'll work with you to find the next best one if we don't have anything available I'll reach out to one of my sister communities I just want to make sure you're aware that the propensity that this one will be off the market sooner than later is is pretty high if you know if you came back and we expecting it wasn't there that would be my fault I wasn't well wait a minute I want this one totally get it based on everything you're telling me with the view and being able to walk to work i' feel the same way you would does it make sense to sign the lease yeah it does key word what happens next awesome congratulations you made a great decision what happens next we'll swing down to my office fill out the application typically get those back within about 24 to 48 hours the way we say things when we say them how we say them is going to have a direct indicator on do people show up do they take the tour seriously do they take us seriously when we ask them if it makes sense to sign the lease by the way what are we not asking them do you want the apartment that's terrible that's an all or nothing request no why not we're not saying do you want to fill out the application no why not we're asking him if it makes sense because if you ask somebody if something makes sense you're not asking them to do anything you're not putting any pressure on them but they can clearly see where you're headed and it perfectly positions you if they say no I need to think about it I'm not sure it perfectly positions you to go what's a good Next Step then if they still say no I'm not sure I need to think about it point the question at yourself totally get it what's a good next step on my end if they still say no I'm not sure I need to think about it which by the way people love to boss other people around when you get to that second question 86% of the people will give you an answer but let's say they're in the 14% that don't you can set a Next Step hey perfect I just want to let you know we're back to back on tours we're slammed here everybody wants to live here think we found the right place for you here with unit 207 with the way it's working with the kitchen and and the lighting that you needed and being able to walk to work but again I get it it's an important decision only you can make that decision okay it doesn't matter what I think I just want you to know I cannot hold this particular unit so if we lose it between now and tomorrow I'll work with you to find the next best one fair enough if they're still okay yes I still need to think about it then you just say cool I'll call you tomorrow 2:30 p.m. if I haven't heard from me before then fair enough yeah yeah call me at 2:30 then at 2:30 hey Tina it's Matt Easton over here at Meadows as promised it's 2:30 p.m. on Tuesday calling to see if it makes sense to sign the lease on the unit we looked at yesterday I'm on my mobile or I'm here at the leasing office 303 803 7372 boom guys have a simpler process but at the same time if we're just scheduling tours based on our schedule no wonder why they didn't show up it was based on our schedule we're trying to jam them into our schedule we're not even asking them what works best for them and then if we're not selling it in terms of this is where everybody wants to live right why wouldn't they want to live here and by the way if you are not sold on your community that it is the best community for the money homework assignment y'all need to write down five things that make your community great cuz some of you we got to work up here you guys are magnets for negative negativity working in Property Management magnets for negativity negativity just comes and sticks to you why moving is scary moving is stressful people spend a lot of money on rent it is very rare and infrequent that somebody walks into the leasing office going I realize it's an HR problem but can I give you a hug I just want to tell you all weekend long the place was great the yard was mowed I slept wonderful had an awesome coffee on my balcony Sunday morning morning and wrote down my life goals thank you so much for providing a wonderful Community to me yet that happens all the time it's just that in our job people only come to us when they have problems people only come to us when they have complaints people only that are thinking about renting from us nobody's going to come in and go wow I can't believe how awesome this is you should charge ,000 more in rent they're all going to complain they're all going to have some sort of objection some sort of complaint so you have to retrain your mind of all the positive things for your community when you do that when you complete your homework assignment of coming up with five things that make your community great I suggest that you share it with who your maintenance team because as much as you think you get a lot of shade as much as you think you get a lot of smoke from the residents try walking a day in their shoes okay they get it all the time I know this my father was in maintenance for his entire career and he used to come home very angry okay make sure you're share hey by the way just want to remind you we are the place to live in San Ramone we are in the top school district you guys do a fantastic job the Landscaping is amazing here no other apartment community in town has the service that we have make sure you guys are constantly reminding yourself how awesome your property is because then you're going to be able to send you'll be able to sound genuine authentic and real when you tell people this is the best community in town everybody wants to live here we're back to back to back on tours right what's the best time for you I'll try and slide you in 3:00 let's make it happen let's make it happen I'm going to write you down for 3:00 now here's the thing we are slammed if I'm running late which I won't be but if I am we're talking a couple minutes here what's the best number now notice how I can get your mobile what's the best number for me to call or text you so I can let you know I'm running late so you're not killing yourself trying to get through the lights and get here and get parked in time to walk through that door exactly 3 yeah it's 303 803 7372 perfect along those same lines if you're running late which is perfectly okay would you just let me know so I'm not rushing the person ahead of you out the door that's a reasonable request and now people are like man I have an appointment and they're going to show up to it and if they don't they're going to give you a heads up so you're dealing with no shows will this remove all no shows for you no you're still going to have a few that noow don't let it get to you the way people rent apartments has changed today's renter has access to more information today's renter has more choices the apartment industry needs you Studies have shown that moving is the most stressful life event the old sales training well it just doesn't work today I'd like to teach you how to take the stress out of leasing apartments in a way that's meaningful to you and your renters and get you seven times more leases I'll show you how the perfect leasing process works I'm going to walk you through everything from answering the phone to closing the lease I'm going to show you how to determine your prospect's wants and their needs so that you can build value in your apartments you will learn how to handle any objection or complaint I'm going to show you how to connect with your renter so it's easy for them to rent with you I've taught the best Property Management Company and thousands of people just like you how to lease Apartments property management is complicated I'll simplify it for you there's more competition than ever before I'm going to show you how to be number one all of a sudden your career it's going to make perfect sense even if you've never worked in sales or Property Management before and for the Advanced Property Manager I'm going to show you how to take things to the next level leasing University is a new simple step-by-step process that's effective we're going to help you become a rockar in Property Management I'm Matt Easton and this is leasing [Music] University