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[Applause] [Music] [Music] hello and welcome to flirting pounds practice we're excited to have you join our award-winning team Dave flirty and I found it flirting Collins properties in 1993 with the goal of providing superior customer service we're glad you've become a member of the team and hope you enjoy today's training next I'd like to introduce Brian Moore vice president of marketing and communications who will share with you what to expect with today's drink thanks Gerry and I'd like to echo Gerry's comments and welcome you to F and C we typically maintain a portfolio 100 to 110 properties and fourteen thousand seventeen thousand units consisting of both market rate and affordable housing our residents are at the very heart of this company and providing superior customer service is one of our top priorities which is where you come in we cannot provide our residents with a truly unique living experience without our more than 450 team members at communities across the nation today you'll be hearing from some of our most talented team members so be sure to pay close attention to their insights first up the telephone often our first point of contact with a potential resident let's get started by turning it over to David hi one of our most premier leasing and management team members take it away David thanks Brian today I'm going to share some leasing telephone technics providing excellent customer service over the phone is an important role for every leasing professional first remember the objective to get the prospect to lease or get the prospect to visit the community for its where remember to smile when you answer the phone the caller will hear it again remember even on the phone your first impression is a lasting one thank you for calling access this is David how may I help you I'd be happy to help you with that do you mind if I ask you a few questions to find the perfect apartment home for you again my name is David may I have your name thanks Lauren do you mind if I get a good contact phone number and email for you thank you for sharing that with me morning may I ask how you heard about our community I'm glad to hear that what is the reason you're looking for a new apartment oh great our two-bedroom apartment homes are very spacious they're leasing really fast when are you looking to get in add in okay great we have a couple two different two bedroom floor plans that are featuring our community have you visited our website to view a new bar for plants or photos I'm glad you were able to find our website helpful to find the perfect apartment home that fits your needs may I ask what price are you looking to stay within okay wonderful our most popular floorplan we have in the community is right in that price range do you have any specific features that are really important for you in your apartment home [Applause] I'm sorry to hear about your current apartment we definitely have a ton of natural light in our apartments do you have anyone else moving with you or any pets awesome Coco will love it here we are very pet friendly and have a dog park and pet wash Lauren I'm confident I have the perfect apartment home for you this two bedroom features two baths 1190 square feet it's on the sixth floor and it's facing south so that's gonna give you a ton of all day natural light in sight you'll find a very spacious walk-in closet that features double decker shelving so no worries you'll be have a ton of room to hang your clothes all of our apartment home features granite countertops stainless steel appliances nine-foot ceilings and overall beautiful finishes I can't wait to show you on a 12 month lease this apartment home is running for 1995 a month does this sound like something that would work for you I understand however we were located two minutes from i-65 which with Itchy directly to Zionsville our community is located walking distance to Monument Circle msf and right across the street from the canal when you're home and on your days off you'll be able to walk directly to dining shopping and entertainment around downtown Minneapolis have you biz attorney before awesome well I would love the opportunity to show you around our community we have unrivaled of amenities that featured three large courtyards a heated saltwater pool a double-decker fitness center a Sky Bar on top of our building that has beautiful views of downtown Indianapolis and much more I'm really excited to show you are you available tomorrow around 2:30 for its work yes that would work great there's parking available right around our community do you know where a leasing office was located great well we are right on the corner of norson and Vermont once we arrive just give the leasing a call on the call box directly in front of the leasing office I would be prepared for you at 4 p.m. for it's where our community tour takes about 30 to 45 minutes does that work okay with your schedule board yes I look forward to it thank you for your call today Lauren I look forward to meeting you again remember even on the phone the first impression will be a lasting one so be helpful friendly and provide as much information as you can and with that I'm gonna pass it along to my colleague Derek they'll give you an insight of in-person visits and tours and hopefully you are enjoying the training this far from finding out good tips reminders on leasing etiquette today I will walk you through an in-person visit insight tour this is where we shine and show off our community to make sure that our prospect sees the urgency to become a resident remember to follow our SOP guidelines with appropriate dress attire and nametag you always want to look professional in appealing when you see a prospect walk through the front door stand up smile walk over and extend a hand greet them with a warm welcome introduce yourself hi welcome is coda Ridge apartment homes I'm Derek pleasure to meet you let's take a seat and we'll start by going over the guest card what is their name asked politely for a phone number and email address for key follow-up what size apartment home are they looking for and when are they looking to move in how many people will be living in the apartment is there a price range or budget do they have in mind will they be bringing any pets with them where are they employed where are they living now and why are they moving and how did they hear about the community remember to listen to the answers it will help determine the best floor plan to show the Frostbite their answers can give you insight about the apartment in the community that are relevant to their lifestyle make it a point to use their name throughout the visit to personalize their interaction Andre do you have your ID keep the energy and enthusiasm as you walk to the model so you can recall some of the things that you've already learned about them Sarah let me tell you a little bit about Dakota Ridge apartment homes we are managed by flirty and Collins based out of Indianapolis and Dakota Ridge features a 24-hour fitness center a BART Park and two courtyards all apartments have a wash machine and dryer in the unit when you often through the facility make sure that you point out the amenities make sure you discuss the on-site team and staff when in they're in the apartment home make sure you point out the features and benefits of living in that apartment home Peary Dakota Ridge your apartment will come with granite countertops in the kitchen and bath new to a color carpet color coordinated Bible hardwood in the kitchen in the entry called a coordinated vinyl in the back and the dining room equipped with a ceiling fan Slang glass doors will lead out to a beautiful patio or balcony the kitchen features GE appliances and flat slab cabinets Roman soaking tub in the bathroom and the bedroom features a spacious walk-in closet some key questions to ask is where do we ring today how did you like our apartment community what was beneficial to you and what objections can we overcome so most importantly is time to close ask them what they like to fill out an application would they like to place a deposit if not let them take the information with them and bring it back when they're ready to ring if you don't have a model or a baking unit available go over everything you do have to offer management personnel amenities benefits features floorplan options and of course weightless we want them to become a resident either now or in the near future and now we'll move to David for the aspects of follow-up thanks Terry even if the prospect doesn't lease on the spot there's still a lot of great work we can do to let them know that we are interested in making this community their next town as they say fortunate is in the bowl of follow is essential be sure to follow up with a thank you email in to recap their visit that same day a handwritten note is a nice way to stand out from your competitors when following up always provide easily understandable and OnPoint information to the prospect when you follow-up remind them of the location amenities and features that set your community apart are there any hot buttons that you can remind them of that were really important for them 50% of sales don't happen until after the fifth attempts so don't give up when your follow-up is completed with the prospect be sure to document all your notes on the back of the guest card also be sure you document all your activity and remember be courteous and let the prospect now we're interested don't be too pushy or infringe on the prospects public privacy the average prospect decides on which community they're going to take within 48 hours following up in a timely manner is essential next I like to introduce you to Lily who will provide us with an in-depth look at police execution now that we've had a great tour and completed our follow up it's time to do the lease execution you have a new resident that's great right but before we move them in and bite them to the next resident event we're gonna start the leasing process up strong by crossing our T's and dotting our eyes the lease is an important legal document that should be prepared with great care here are a few important things to remember in regards to the leased execution process leases are state specific be sure to use the correct lease that is appropriate for your state leases are also site-specific meaning we offer market rate and affordable homes you can verify which best suits your community with your regional property manager all leases should be typed and double-checked for any errors in legal action the lease could be found non-binding if eligible or if it contains typographical errors be sure residents initial all the appropriate lines throughout the lease agreement always use the residents legal name never use a nickname on the lease agreement list each name individually for example John Smith and Mary Smith not John and Mary Smith never he was white out or cross out anything in the lease agreement only use blue or black ink when you are signing the lease never change any of the verbage in the lease agreement that has been provided to your property the resident signature should be identical to the way that it is typed out on the lease be shirts have all the appropriate agenda for your property this would include mold and mildew addendum crime-free agenda no-tolerance addendum and harking addendum provide the resident with a copy of the executed lease agreement always see compliance for the appropriate affordable addendums HUD leases do not have addendums but they do have policies police professional should always accompany the resident during a movement inspection part of the lease execution it is important to have the move out inspection form completed always have the resident initial to smoke detector line and sign the move and inspection form as a leasing professional it is important that everything you learn about the prospect or the resident is kept confidential unless it directly pertains to the operations of the company at move in one apartment keys should be issued per adult occupant never mark a key with the apartment number residents may obtain an extra copy for duplicate keys for an additional charge only one key fob should be issued per occupant extra key fob should not be issued if you follow those steps you have a great file in hand and now we're ready to move the resident in let's go back to David to take a look at our move-in procedures thankfully it's important to remember our biggest objective and the movement process is to create a hassle-free comfortable and easily driven experience for our new residents circumstances that happen during the moving process are critical factors at the time the resident there are their residency at your community and here's a few ways we can do that always set a movement orientation appointment with the resident at this appointment they will be able to review the lease with a leasing representative finish all necessary paperwork for the file and complete the move an inspection walkthrough during the movement orientation you can also reiterate important details such as when rent is due rules and regulations pet policies and notices remember that the move-in and move-out inspection form must be completed and maintained as part of the lease file always walk through the apartment would be resident this will also give you the opportunity to show the resident how the thermostats work appliances and address any concerns or questions the resident has at that time under no circumstance should we move in for him be given to the resident to fill out in return an office representative must accompany the resident during the move-in inspection the smoke detectors should be checked during the moving orientation and the resident should initial they are working on the midden inspection form at that time provide the resident with a newman packet with any helpful information you can provide this packet may include welcome home book resident services guide sign copies of the lease agreement apartment garage mailbox numbers any pertinent information for local government example open fire and cooking device guidelines area information coupons or menus emergency evacuation plain upcoming resident events or flyers and moving gift may include a box of candy gift basket with household essentials flowers first mail remember customer service on move-in day and the rest of the resume should always be prompt and sincere always keep a positive attitude and always be willing to take any extra steps to solve any problems for my residents back to you Brian thanks David and special thanks to Derrick and Lizzy as well for their expertise and key essentials property management and on-site leasing on behalf of all of us here flirting Collins properties thank you remember you're at the heart of what we do here every day by providing superior customer service hopefully you've sharpened your leasing skills today good luck and happy leasing [Music]