The Power of a Smile

The Power of a Smile

Mastering Phone Conversations with Prospective Renters

In the world of building management, phone conversations play a crucial role in building relationships and turning prospects into tenants. Even though the person on the other end can't see your face, they can certainly hear your tone, energy, and attitude. That’s why smiling, being kind, and maintaining a friendly demeanor are essential elements of a successful phone call. A positive first impression over the phone can set the stage for a smooth leasing process and increase the chances of securing a tenant.

Why Smiling Matters on the Phone

Did you know that your voice changes when you smile? Studies show that smiling while talking makes your voice sound warmer, more inviting, and more engaging. It instantly creates a positive impression and helps establish rapport with your prospective tenant. A friendly tone can be the difference between a successful conversation and a lost opportunity.

The Importance of Kindness and Friendliness

A prospect is more likely to rent an apartment from someone they feel comfortable with. A warm, friendly, and understanding approach reassures them that they are making the right choice. Kindness builds trust, and trust leads to lease agreements.

10 Common Questions Prospective Renters Ask (And How to Answer Them)

To help you navigate phone conversations with ease, I will give you ten of the most frequently asked questions from prospective tenants and suggested responses with my examples to make it real. Of course, you should answer with the descriptions of your own property or apartments.

1. "Can you tell me more about the apartment?"

   • Answer: "Of course! This unit is a spacious two-bedroom, two-bathroom apartment with 1,100 square feet of living space. It features an open-concept kitchen with stainless steel appliances, hardwood floors, and large windows that let in plenty of natural light. The unit also includes an in-unit washer and dryer, as well as a private balcony. What specific features are most important to you?"

2. "How much is the rent, and what’s included?"

   • Answer: "The monthly rent is $2,100, which includes water, heat and access to all building amenities, such as the gym, pool, and lounge areas. Electricity and internet are not included. Would you like details about any additional costs?"

3. "What’s the security deposit and lease terms?"

   • Answer: "The security deposit is one month’s rent, so $2,100, and we offer 12-month and 6-month lease options. Shorter-term leases may be available with an additional fee."

4. "Are pets allowed?"

   • Answer: "Yes, we are pet-friendly! We allow both cats and dogs. We do have some breed restrictions for dogs, so let me know what kind of pet you have, and I can share the details of our pet policy."

5. "Is there parking available?"

   • Answer: "Yes, we have assigned parking in our covered garage for $100 per month. There is also free street parking available nearby."

6. "What amenities does the building offer?"

   • Answer: "Our building features a state-of-the-art fitness center, a rooftop lounge with barbecue grills, a swimming pool, a resident clubhouse, and 24/7 concierge service. We also have package lockers for secure deliveries. Would you like to schedule a tour to see them in person?"

7. "How soon can I move in?"

   • Answer: "The unit is available immediately. Once you complete the application and we process your background and credit check, which usually takes 24-48 hours, we can move forward with signing the lease. You could potentially move in within a few days."

8. "What’s the application process like?"

   • Answer: "It's simple! You’ll need to fill out an online application, provide proof of income (such as pay stubs or bank statements), and authorize a credit and background check. I can send you the application link now if you’d like to get started."

9. "What’s your policy on maintenance requests?"

   • Answer: "We have a dedicated maintenance team that handles requests promptly. For non-emergency requests, you can submit a ticket through our resident portal, and we typically respond within 24-48 hours. For emergencies, such as plumbing leaks or no heat in winter, we have 24/7 on-call maintenance."

10. "Are there any current move-in specials or discounts?"

• Answer: "Yes! Right now, we’re offering one month of free rent if you sign a 12-month lease by the end of this month. We’re also waiving the application fee for qualified applicants. Would you like me to walk you through the details?"

Final Thoughts

Every phone conversation is an opportunity to build trust and make a lasting impression. By smiling, being kind, and answering questions confidently, you create a positive experience for prospective tenants. The goal is not just to fill vacancies but to connect, inform, and make people feel at home. With these strategies in mind, you’ll turn more prospects into happy renters!

Have you had a great leasing experience over the phone? Share your story in the comments below!