How to Follow Up


You answered 5 prospects calls, gave 2 tours, and received 8 online leads. All today. Now what? You have 15 people that are potential residents and no idea what to do next.

Follow up is an art. And, it’s kind of boring…if you do it the way it’s always been done. Phone numbers and email addresses have no value if you don’t use them properly.

Your follow up methods are key to developing a great customer experience that turns a prospect into a resident into an advocate.

The clock is ticking, and you have a short period of time to reengage. Let’s review a few tips to follow up effectively.

  1. Send a personalized email.

Take a minute to send them an email that is not a template or scripted. Send it from your business email address rather than the generic community address. The email shouldn’t be long or formal. Simply thank them for the call/tour/message, and even include something from your conversation. Easy.

  1. Know when to follow up

Timing is everything. I know that when someone calls me during the middle of the business day, I get irritated.   And forget about me responding to an email on a Monday. Know when it is convenient for your prospect or residents rather than when it is convenient for you.

  1. Emphasis your values with personalization

Chances are pretty good that your pitch sounds like your neighbors pitch. Apartments are a commodity, but they don’t have to be. When you follow up, put an emphasis your unique values. And not just any unique values, make sure the values are personalized to the prospect you’re speaking to.

  1. Smile

This probably sounds silly, but always smile. People can hear and read a smile, and it makes all the difference. It keeps your conversation relaxed and warm. It also removes any anxious or desperate tones. You should also always want your follow up to make your prospects smile.

Misty Sanford
Social Insight Thought Leader
Renter’s Voice