Houston, We Have a Leasing Problem (And a Few Success Stories)
Last year, I hit the ground running in Houston—literally. Five apartment tours in a single day. Yes, you read that right. Five. In. One. Day. And while I might need a nap just thinking about it, the real takeaway is this: touring like a true prospect can teach you a whole lot about what’s working (and what’s wildly missing) in today’s leasing experience.
Let’s dive in, shall we?
The Booking Breakdown
First things first: Why can’t I book a tour online in today's age? Two of the communities I tried to schedule didn’t offer online booking—both run by a large management company. Not being able to secure a time slot digitally meant they lost the prospect I had already filled up my day by the time they emailed me back hours later. Let me say this louder for the teams in the back: if I can’t book it online, I’m booking it somewhere else.
From Valet Confusion to Voicemail Joy
My first tour had promise. A voicemail confirmation, a text with thoughtful questions: moving date, price range, must-haves. I thought, “Okay, we’re off to a strong start.” But then… crickets. When I arrived, the team hadn’t read the guest card. The questions I had already answered via text were asked all over again. And while the valet service was a fun surprise, not knowing whether I should tip (or even how) left me in a spiral of Venmo-panic. Communication is key, y’all.
The Amenity Avalanche
Another property tried to wow me with technology—key fobs, hydro massage beds( I introduced this amenity to a property in 2015), resort-style everything. I appreciated the tour, but where was the connection? No one asked me to apply. No one really dug into my needs. And when I raised an eyebrow at a hefty fee, I got a printed sheet instead of a real explanation. Transparency matters. So does conversation.
Paint Smudges and Pet Perks
One leasing professional was incredibly knowledgeable—but also had paint on his hands mid-tour. Another asked about my dog but never the name, the breed, or any of the fun details that show genuine interest (My dog is the cutest dog of them all). (Pro tip: Knowing a pup’s name is leasing gold.) But here’s something they got right: a local hotspot QR code with 100+ places to eat, sip, and shop. Huge win! I just wish it had been printed on something a bit more polished than what looked like a faded school flyer.
When the Special Becomes the Crutch
At one community, I waited 20 minutes past my appointment time. Once we got going, the leasing agent showed me a dark apartment. When I voiced concern, remember, I work from home, her solution was, “That’s why we’re offering six weeks free.” Not a tip about light bulbs or layout suggestions. Just the discount. Specials shouldn’t be your only selling point. Use your creativity and your training.
And Then There Was… The One
My final tour of the day was, hands down, one of the best I’ve had in years. The leasing professional knew who I was, had read my guest card, laughed with me, listened, and even asked about my prized collection of Starbucks mugs (because yes, they matter). She asked me to apply. She followed up with intention. She connected.
No, she wasn’t perfect. But she cared. And I felt it.
Key Takeaways for Leasing Teams
Stand Out on Purpose: If you have valet, Bluetooth speakers, or a hydro bed—own it. Lean in. Make it memorable
Stop Making Prospects Work: I’m not here to fill out guest cards twice or flip through floorplans with zero context.
Read the Room—Literally: That guest card you got? Read it. Know me before I walk in.
Follow Up Like You Mean It: Personalize your message. Ditch the templates.
Ask for the Sale: Eleven tours. One ask. Don’t be afraid to invite me to take the next step.
Until next time, happy leasing.
—Ronald
