CLIENT TYPES (1 of 4)
This is the first of four lessons looking at specific types of clients who will need a slightly different touch. The client types which will be covered in this topic are:
- Active Detailed Client
- Casual Searcher
- Client Relocation
Active Detailed Client
An active client looks for something very specific. They spend a bunch of time on their own searching and know a lot about the current rental market. Always refer to the initial listing the client inquired about. This will keep you focused on the type of place they are looking for. Send search result emails twice a day for this customer. Keep these emails brief and to the point, as in the example below.
Example Search Results Email to Active Detailed Client
527 W 3rd Street Long Beach, CA 90802
Note: This property is shown by appointment ONLY. Call John at 562-555-4224 to schedule an appointment for viewing.
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 process during the duration of the client’s membership, even if they aren't responding much.
Client Relocation
A large portion of our clients are relocating from other states and countries for multiple reasons. Some of your clients will need to sign a lease sight unseen. Please use the questions below to help you with your search:
- What's the reason for customer’s move? - this will give you insight into their situation
- Where is customer currently located? – if not in-state, 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
In-State
When servicing customers that are currently in-state, 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. Then schedule multiple appointments per day to allow them to find their place as soon as possible.
Out-of-State
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.