nearly 40 percent of tours are taken outside of standard business hours<\/strong>, when leasing offices are closed. In addition, 31 percent commit to leasing immediately after touring. These renters credit their decision to having an opportunity to tour how and when they want.<\/p>\n\n\n\nIf you are not offering personal and engaging technology solutions for renters, with flexible timing and touring options, you are missing out on valuable prospects and losing leases. In addition, the survey found that 78 percent of renters said they would rather take a self-guided tour than tour with a live agent. They want to do everything on their own terms, and don\u2019t like being pressured.<\/p>\n\n\n\n
Renters consistently share feedback that they \u201cloved that there was no pressure\u201d, \u201cdidn\u2019t feel rushed\u201d, \u201cI could go at my own pace\u201d and that it is \u201cso easy.\u201d<\/p>\n\n\n\n
Not all renters share the same priorities. Allowing them to focus on what matters to them while on tour has proven to drive leasing outcomes that often exceed a guided tour experience.<\/p>\n\n\n\n
Keys to Success<\/strong><\/p>\n\n\n\nSelf-guided tours have become an integral part of the multifamily leasing ecosystem. They are not being looked at in isolation, but rather as an essential piece of the puzzle that fits into the total customer experience. Industry leaders are looking holistically at what today\u2019s renter wants, and empowering them to connect with communities in new ways that fit their needs. Here are some keys to success:<\/p>\n\n\n\n
Best Practices for a Seamless Experience for Both Renters and the Community<\/strong><\/p>\n\n\n\nFlexible and Efficient<\/strong><\/p>\n\n\n\nOffering flexible touring options outside of standard business hours, makes it easy for renters to tour when it is most convenient for them. It also makes sense for the leasing team. Using technology solutions makes it possible to always have leasing coverage (after-hours, weekends, holidays) without adding headcount. More tours = more leases!<\/em> It also improves efficiencies for busy agents during the day who can now be freed up to focus on renewals and other priorities.<\/p>\n\n\n\nSimple to Use<\/strong><\/p>\n\n\n\nMake it simple right from the start. Incorporate all the scheduling options together, so it\u2019s easy for a renter to find and choose their preference and schedule a tour. Include a description of what to expect during the tour. Have a clearly defined tour path to easily access and locate buildings, amenities and show units. To make it easy for the leasing team, the collection of guest card data needs to integrate with CRM\/lead management tools or property management systems. The tour needs to incorporate actionable next steps for reviewing availability, pricing, or starting an online application while on the tour. Finally, everyone needs to be on the same page with consistent promotion of self-guided tours by the leasing team, concierge, and contact center including by phone, email and text.<\/p>\n\n\n\n
Contactlessand Connect More<\/em><\/strong><\/p>\n\n\n\nThe tour itself may be contactless, but the renter still wants to feel connected. Provide curated tour content that guides the renter as if your finest leasing agent is by their side. Make it easy for renters to ask a question at any time and capture feedback along the way. Tour24\u2019s data shows that whereas 31% are ready to lease right away, 60% are thinking about leasing. Real-time data collected during the tour helps the agent tailor the communication to the renter\u2019s preferences and focus on a successful follow-up. Engagement with the renter throughout their leasing journey will maximize opportunities to close the lease.<\/p>\n\n\n\n
Quality Control<\/strong><\/p>\n\n\n\nA self-guided tour provides high-quality, consistent information to every renter, which showcases the community optimally, as well as helps with fair housing compliance. The most successful communities take a hands-on approach by doing daily walks of the tour path to ensure the grounds, amenities and show units reflect an ideal visualization of the community for renters who are touring on their own. They also provide self-guided tour education for the entire office, leasing, concierge, and maintenance team members.<\/p>\n\n\n\n
The Bottom Line<\/strong><\/p>\n\n\n\nSelf-guided tours are here to stay. Embracing these new technologies and processes, will improve the customer experience, maximize efficiencies for all, decrease operating expenses and increase revenue. Learn everything possible to gain confidence in this tool to lease more units, and lease them faster!<\/em> You can start with one community to learn what works and go from there. The longer you wait, the more leads you are losing.<\/p>\n","protected":false},"excerpt":{"rendered":"georgiannawo@tour24now.com GEORGIANNA W. OLIVER is the CEO and founder of Tour24\u00ae, the award-winning platform for self-guided tours. She is a serial entrepreneur and a corporate executive that has built several businesses in the proptech space, including EverGreen Solutions, AptBudget. and Package Concierge\u00ae. She served as an executive for Gibraltar Industries and oversaw the growth and […]<\/p>\n","protected":false},"author":3,"featured_media":4612,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","limit_modified_date":"","last_modified_date":"","inline_featured_image":false,"footnotes":""},"categories":[60,59],"tags":[],"acf":[],"yoast_head":"\n
How to Maximize Efficiencies and Increase Revenue with Self-Guided Tours | CREST Real Estate Network<\/title>\n \n \n \n \n \n \n \n \n \n \n \n\t \n\t \n\t \n \n \n \n \n\t \n\t \n\t \n