LEASING
ernest f. oriente | the coach, power hour
Your Voice Carries The Words Of
10,000 Leases
F
rom the moment you spoke your first word
as a small child, your voice and the words
you select are often taken for granted—a
gift you use throughout your life. As leasing professionals, you know the importance of
using the telephone, because this is how a majority of your future residents contact your apartment
communities. In this article, we are going to ask
you to capture your voice and listen closely to how
you are handling each call—a powerful exercise for
becoming a leasing SuperStar.
CAPTURING YOUR VOICE AND
WORDS
Let’s start by agreeing that capturing your voice
and hearing the words you are using to lease apartments is an important first step. As a leasing professional, how much would your leasing skills and
closing ratios improve if you listened to 50 or even
100 of the most recent calls you received from
future residents?
Capturing your voice and listening to the words
you are using to paint verbal pictures about your
apartment community will have a positive impact
on your leasing performance and your career in the
multi-housing industry. As a resident manager or
property supervisor, imagine the powerful coaching
you could do with/for your leasing teams, if you
could hear the five best presentations this week,
given to future residents?
Tip From The Coach: Using the simplest of tools,
place a digital recorder next to your telephone and start
the record every time a future resident calls your apartment community. This will give you the opportunity
to hear your voice and listen to the words you are using
to lease your apartment lifestyle.
For a more powerful system, select a vendor who
can help you automatically capture, save, and index
every future resident telephone call. An important note
for resident managers and property supervisors: you
must receive written permission from your leasing
teams to capture their voices and we recommend a
system be used just for in-bound calls from future
residents, as these are the calls that increase your occupancy and define property management success.
LEARNING FROM YOUR VOICEMIRROR
Once you have selected a system for capturing
your leasing voice, it’s now time to learn from your
powerful voice-mirror. Begin by play the recording
of your calls from today and ask yourself these
important questions as you listen to your voicemirror: Can I hear the smile in my voice? Was
www.aamdhq.org
my voice too soft or
too loud? Was the
speed of my voice
too fast or too slow?
Am I proud of the
way I handled the
questions asked by
this future resident?
If I could re-do this
call with the same
future resident, what
single improvement
would I make?
Now, continue this
process of capturing
your calls and listening to your voicemirror for the next
four weeks. Then,
call us in 30 days at
435-615-8486 and
tells us how your
leasing skills and
closing ratios improved. We want to
hear your success
stories!
Potential residents can hear the smile in your voice.
Tip From The
Coach: As a resident
manager or property supervisor, imagine how powerphone call. In addition, if you place this special
ful it would be to have a recording collection of the
index number on your guest card or traffic log, you
best-of-the-best in telephone presentations to share
can replay this saved call minutes before your apwith a newly hired leasing professional. These powerpointment with each future resident! Wow! Can
ful telephone presentations could also be shared during
you imagine the response you are going to receive
weekly leasing meetings so your entire team could confrom future residents when you can remember the
tinue to polish their skills and refine the verbal pictures
exact details of your telephone conversation from
they are using to invite future residents to your aparta week ago? More importantly, how will this perment communities. In addition, try comparing these
sonalized approach increase your leasing success?
telephone calls to the shopping reports used by your
Tip From The Coach: As a resident manager or
company—and wa э