Specific Client Types I

Active Detailed Client

An active customer is a client who is looking for something very specific. They spend a bunch of time on their own searching. To service these customers, you must always use the initial listing the customer signed up for. This will keep you focused on the type of place your client is looking for. Since this customer is knowledgeable about the current rental market, please use the example below to save the customer as much time as possible. Searches should be done twice a day for this customer during typical business hours.

Casual Searcher

The Casual Searcher is a client who doesn’t have to move, but they will if they find the right place. These clients will not respond to many of your emails unless something really interests them. You should send them listings twice a week, on Mondays and Fridays. Please be sure to also provide them with courtesy calls. Continue this processes during the duration of the client’s membership, even if they aren't responding much. Please view example below of a customer that was active for a week, disappeared the next week, and then reappeared. Example Email Communication with Casual Searcher:

Reason for customer’s move (Work is a very common answer)
Where is customer currently located? – If not in California, please get day and time of arrival
Does customer need to sign a lease sight unseen? – most places will require that the customer views the rental before signing a lease, but not all
Will customer need temporary housing? – some clients want a short-term lease prior to signing a long-term lease
What is the maximum daily commute preferred by the customer? – please request customer’s work address
Does customer have children? – if so, please find out the names of schools they will be attending

When servicing customers that are currently in California, you will have a short window to service them, so sending the customer as much information as possible is very important. You will follow up with them multiple times in a day to make sure that the customer is receiving and reviewing your emails. After they have reviewed your email, please instruct them to pick 5 or more options for their appointment request. Scheduling multiple appointments in a day will give them a better chance of narrowing down their search. When the customer chooses which listing they want to apply for, please use the application process.

You’ll need to use a different approach for sight unseen customers. You can start their search by reaching out to management companies, where a receptionist can usually answer the questions for you. If the answer is no, please move on. However, if they will work with you, please check their website to see any of their options matches your client’s criteria.

A 1yr lease term is usually required for signing a lease agreement, but some places are open to shorter terms – 9-month, 6-month, 3-month, and month-to-month leases. You can find short-term leases that come furnished or unfurnished. Clients will usually want something furnished, and such rentals come at a higher monthly cost and can be rented on a week-to-week basis or even for an entire year. A short-term lease usually won’t require the customer to be present for lease signing.

Credit Issues

Many of our clients have had credit issues that have made it difficult for them to find rentals. Instead of sending them a bunch of random places, we find out what the customer’s credit issues are. After we have gathered all the info we need (questions below), we will present the customer’s case to each induvial landlord, manager, or listings agent. You will use a template to reach out to each agent on customer’s behalf (please look at example below). Most agents will call customers directly if interested in leasing to them, but sometimes will let the customer know about it via email or phone call. Information Needed on Customers with Bad Credit:

Current credit Score – please request a copy of customer’s credit report
Combined household monthly income after taxes
Occupation, Current Employer, and Years of Employment
Does the customer have a cosigner? – cosigner must have exceptional credit and make 7 times the rent amount
Number of occupants, including how many adults and minors – please request ages of minors
Reason for poor credit score (medical bills, unpaid credit cards, bankruptcy, etc.)
Does customer have any evictions, bankruptcy, foreclosures, or judgments? – If so, this will disqualify them from our service, unless it’s at least 7 years old and has been settled.Please refer to the link below for more info.