HOW TO ANSWER THE PHONE

Thank you for calling __Community__. This is __Name__, how can I help today?

Allow them to answer.

I'd love to help you __Reason They Called__. As I said my name is __Name__, can I ask what your name is?

Allow them to give their name.

So nice to meet you __Their Name__, and I'm excited to help you. __Answer Question__.

If you need more info as the convo comes to an end say.

__Their Name__, it was so nice speaking with you today. Before we hang up, can I ask you a few questions to get additional details for my notes?

HOW TO END A CALL NiCELY

A lead comes in when you're on the phone. First smile at the lead and gesture that you'll just be a minute.

Then say this to the person on the phone if you think you can't wrap up the call in less than a minute.

__Name__, I just had someone walk into the office. Do you mind if I give you a call back so we can continue our discussion on __Reason They Called__? Let me know what day, time, and phone number work best.

If you think you can wrap up the call in less than 1 minute you can say this instead.

__Name__, I just had someone walk into the office. Do you mind if I put you on a brief hold?

Let the in-person lead know you'll be with them shortly. Direct them to the coffee bar to get comfortable.

EMAIL

__Name__,

Thanks so much for contacting me. I've received your email about ___Purpose Of Their Email___, and am working to gather all the information to give you a detailed response.

I will do my best to get you a response no later than __Date__ if not before. If you have any other questions, don't hesitate to respond here or give us a call at __Phone Number__ on __Office Hours__.

We are excited to help you!

__Your Name__

__Your Title___

__Your Contact Info__

__Community Contact Info___

TEXT OR DM

Hi __Name__. I'd be happy to help you with __Purpose Of Their Message__. Can you provide a phone number or email so I can provide you with more detailed information?

If you can answer their question quickly, you can answer it within the message, but this can help you buy some time.

EMAIL or LETTER

Subject Line: 🎶 All you have to do is stay…with __Apartment Name__

Dear __Name__,

Happy almost anniversary! We couldn't imagine our community without you and we are so thankful you chose us as your home.

Your renewal for __Month/Year__ is ready and attached, and we would love to chat more about it with you in person. We know you have many choices in the area, and we are doing everything in our power to keep rent sustainable while also offering premium amenities, features, and customer service to our residents.

To accept this renewal, please __Insert Directions__.

We want you to make the best choice for you. We can happily send over details about the cost of moving, so you can get an idea of all your options before making this important decision.

If you do decide to move, we require a 60 written notice to vacate and come into the office to sign your Notice to Vacate form within that 60 days. We do have a waitlist, so once you give notice, we may lease your apartment the same day and you will not be able to retract it.

Again, we are here for you to answer any and all questions. We also kindly request you make your renewal decisions no later than __Date__.

Best,

__Your Signature__

PHONE INTRO SCRIPT

Hi __Name__, it’s __Your Name__ from __Apartment Name__. Happy almost apartment anniversary, and we hope you’ll stay with us for another year.

If they are on the phone you can add:

Do you want me to get that started for you?

If you are leaving a message you can add

Please stop by or call our office, and we can get your renewal started. Our number is: __Phone__.

RESPONSE

We would be happy for you to come in and fill out an application. I can't answer your specific question over the phone, but we would be happy to review our policies and provide you with an application for residency if you visit our office.

We use a third party to run the applications, and they help us make decisions to ensure we comply with the federal government rules and regulations.

EMAIL

Subject Line: Answering your questions about rent at __Apartment Name__

There has been much confusion on the internet about rent payments due to __Crisis__. At this time, we are proceeding with normal rent policies but are more than happy to work with those residents that are experiencing financial difficulties.

For those who provide proof of loss of employment/income and inability to pay:
We will waive the late fee and enter into a payment arrangement and not pursue legal action in order to keep you in your apartment home. We would ask that you pay as much as you can toward your rent until unemployment benefits, government assistance, or re-employment enables you to get caught up.

Our goal is to ensure we act in the best interest for our residents and our employees during these difficult times. We will also share any new information as it becomes available. If you have any questions or want to discuss this further, please reach out to our team via phone or email __Contact__. We’ll get through this together and we appreciate your understanding and support!

IN SPECIFIC SCENARIOS

• Move-In: Was there anything that pleasantly surprised you during the move-in process?

• Events: What do you enjoy about the events that we host? What’s been your favorite so far?

• After Solving a Difficult Situation: We recently had ___________________ (describe situation). And I know that caused some frustrations. What …

• Renewal: Why did you choose to renew?

IN GENERAL

• What were you nervous about before choosing our apartment community to be your new home?

• What has been your experience since living here?

• What is your favorite part about your home?

• Would you recommend our community?

Option 1

In this scenario, the reviewer provided a detailed review with specific highlights...

[Insert Name], thank you for taking the time to write a review on [Insert Channel such as Facebook]. We love hearing that you had a wonderful experience and [insert anything specific they mentioned in their review]! 

OPTION 2

In this scenario, just provided a simple rating with no detailed feedback...

[Insert Name], thanks for taking the time to give us  [Insert Number] stars. We appreciate your feedback! 

OPTION 1

In this scenario, the reviewer provided a detailed review with specific highlights...

[Insert Name], we are so sorry to hear about your experience. We appreciate your feedback and strive to find a solution to [Insert Issue]. We would love to discuss ideas to improve your living experience, please contact us at [Insert Contact Info].

OPTION 2

In this scenario, just provided a simple rating with no detailed feedback...

[Insert Name], thank you for taking the time to share your thoughts. We strive to ensure you have a positive experience, so feel free to share detailed feedback by sending us a private message or reaching out via [Insert other preferred method of contact]

OPTION 3

In this scenario, they provided a negative review on something they did that violates your policies: 

[Insert Name], thank you for taking the time to share your thoughts. We are sorry that you had to experience this and although we can not change our policies,  we do wish you the best.

EMAIL

Subject Line: Insert

Insert Name,

Hope you are having a great day! Below you will find an outline of the success of our Facebook ads for Insert Community.

• Goal of Ads: Insert

• Timeline of Ad Run: Month 00 - Month 00

• Clicks: Insert

• Click-Through Rate: Insert

• Impression: Insert

• Spend: Insert

• Cost-Per-Click: Insert

• What’s Working: Insert

• What Changes We Are Making: Insert

If you have any questions or suggestions, please let me know and I will continue to keep you updated on our progress.

No soliciting signs

Hello! I’m __Name__from __Apartment Name__. I see your no soliciting sign, but no worries! We aren’t soliciting, we wanted to stop by and say hello. We have some goodies for your team to enjoy this afternoon too!

We are too busy to visit right now

I completely understand. I’m glad that business is going so well for you! Is there a better time for us to come back to a chat? We’d love to share some information with your team about our community. In the meantime, enjoy some goodies, on us! The flyer here has all of our current info - feel free to reach out anytime! We’ll chat later.

Not interested

We don’t want to take up a lot of your time, just wanted to leave some information about what our community offers that would benefit your employees and fill their needs.

Getting past a gatekeeper 

Hi! I’m __Name__from __Apartment Name__ and I wanted to talk to someone about cross-promotion opportunities. Many of our residents look to us for local business recommendations. We’d love to chat about having a future event or discuss opportunities that will benefit both of our companies.