When I first started my leasing career I was not very good on the telephone. Allow me to clarify…I was very polite, helpful, and friendly, but I wasn’t as effective as I later learned I needed to be.
So, when the conversation reached the part when I wanted to invite the prospect to make an appointment to visit our community my invite would generally sound like this:
Do you want to make an appointment?
I will give myself credit for the times that I actually did ask this question for asking this question! You may be wondering, “What’s wrong with this question?” On the surface, there is nothing wrong with the question-and as I mentioned earlier, I’d rather you ask this question than not ask someone to make an appointment.
Here is the problem with this question…what do you think most people responded when I asked them this question? They typically responded with…
- Some version of “no”
- Not really.
- I’m not sure what my schedule is going to be later today…
- I can’t commit to a time right now…
- I need to check with my (spouse/roommates) to see what time could work for them…
- I still need to call other apartments communities and then once I talk to them I’ll call you back to make an appointment…
- And/or this question, “Can I just stop in?” To which I would always reply, “Yes. Stop in at anytime. Our office will be open until 6pm today.”
If this sounds like your appointment strategy, I’m going to point out several problems with this approach. The first is that it will often result in you not securing an appointment at the end of the phone call. The second is that once you tell customers that they can just stop in anytime, you lose any incentive for them to make an appointment with you.
The third issue occurs when your customer does come in at “anytime” and it’s a terrible time for you! You have a move-in, a complaining resident waiting in the lobby, a walk-in prospect waiting for someone to help her and then the prospect that you spoke with who you said “come in anytime today” chooses the worst time to come in. This situation leaves an awful impression and quite frankly leads to stress and overwhelm for you!
Am I saying that you tell your prospects that you don’t allow walk-in clients? Not at all! Don’t misunderstand me. I am saying though, that “stop in anytime” should be a last resort strategy and not your go-to one.
What should you do?
I want you to memorize this phrase…
I typically work by appointment…
Here is what it looks like in action:
You: Karen, since it sounds like apartment 101 will work for you, I’d like to invite you to visit our community so that you can see the apartment.
Karen: Okay. Sounds good.
You: I typically work by appointment…what does your schedule look like this afternoon?
Karen: That depends.
You: I have a 2:15pm or a 3:45pm available. Which one do you prefer?
Example Two:
You: Jordan, since it sounds you like 505W, why don’t you visit our community so that you can see the apartment?
Jordan: Okay.
You: I typically work by appointment…what does your schedule look like today or tomorrow?
Jordan: That depends.
You: Are mornings or afternoons generally better for you?
Jordan: Usually mornings…
You: Okay, tomorrow morning I have a 9:45 and an 11:15-which one do you prefer?
Here is why I love this
“I typically work by appointment” is an assertive but no aggressive phrase to use. It allows you to lead your prospect: It helps you to set the expectation that you want them to make an appointment: It still leaves you room to maneuver if your customer doesn’t want to make an appointment: In my experience it will make it more likely that your customer will make an appointment with you.
Try it and let me know how this works for you!
