You get a call from a prospective tenant – great - it should be smooth sailing from here, right? Not so much. There is still a chance you can lose a prospective tenant even after they call.
The one major disadvantage you have when you’re on the phone is that you can’t see each other.
It’s very difficult to not sound hurried, distracted or pushy when you are managing many properties with hundreds of things to do on a daily basis. Because of this, it is vital that you have excellent phone communication skills when talking to prospective renters over the phone.
Here are a few tips:
Ask for and use the renter’s name
This helps to build rapport and adds a personal touch. If you have the application or an email handy, you might not have to ask but it’s always best to confirm who you’re speaking with. Using their name will make you seem interested, sincere and considerate. For example, you could say, “You’re looking for a 2-bedroom near the Galleria. Right, Frank?”
Stop and pay attention
The fact is, prospective renters don’t know or care about the hundred things on your to-do-list! Your full attention is what they require so multitasking while you have them on the phone is a bad idea. Why? When we’re distracted, we often ask them to repeat things leaving them frustrated and making you sound unprofessional. Before you pick up the phone – stop what you’re doing.
Prequalify them over the phone
Don’t waste your time or your prospective renter’s time. Meeting them at a property and finding out after the fact that they do not qualify results in more frustration and poor customer service. Ask them questions while you have them on the phone: When do you want to move in? Where do you work? How much can you afford to pay for rent? A few simple questions will prevent you from wasting anyone’s time and you’ll know if your prospective tenant is a serious, qualified applicant.
Don’t forget to sell it
You don’t automatically have a signed lease in your hands just because you have a prospective tenant on the phone. You still need to do a little persuading to “sell” your rental home to a prospective renter. Show your expertise by using effective communication techniques and asking the right questions about your rental property.
