How Preparation and Personality Outshine Any Amenity

Six Apartment Tours. One Big Lesson.

I recently toured six apartment communities in a downtown market near where I live. I’ve been shopping properties across the country for years, but this was my first time in this particular market. I wasn’t sure what I would find, but I wanted to see how leasing teams would show up.

Let me tell you, it was a rollercoaster. Some tours felt robotic, others were unprepared, and only one stood out as a true example of preparation and personality.

Tour One: No Name, No Connection

The first tour started off flat. I was buzzed in and greeted with a casual “have a seat” from the leasing professional. He never introduced himself, never asked more than my price range and move-in date, and even started selling against one of his sister properties. We toured a two-bedroom that wasn’t aligned with what I asked for, and the amenity tour revealed a leaking ceiling dripping onto an elliptical machine.

The conversation was stiff, scripted, and left me with no sense of connection. By the end, I still didn’t know his name, and he didn’t know me.

Takeaway: First impressions don’t need bells and whistles, but they do need to be human. A warm greeting, curiosity, and a little effort go a long way.

Tour Two: Lost in Translation

This property leaned on AI to set my appointment but left the people part behind. Locked doors, confusion about who I was supposed to meet, and five unready apartments later, I walked away with more questions than answers. At no point was I invited to apply.

The highlight was a brief spark of connection over my Starbucks mug collection, but even that was buried under delays, broken amenities, and constant “I’ll email you” responses instead of real answers.

Takeaway: Tech can assist, but it can’t replace people. If your team isn’t trained to step in with confidence, the tech becomes a barrier instead of a tool.

Tour Three: The Sticky Note Mystery

This one felt rushed from the start. I toured four units, all in varying stages of move-out. The leasing agent didn’t know if one-bedroom market units were available, and the solution offered was for me to write my name and number on a sticky note. To this day, I’ve never heard back.

Takeaway: If the prospect leaves with more questions than answers, the tour wasn’t effective. And if you’re not going to follow up, don’t bother asking for someone’s information.

Tour Four: Running Errands, Not a Tour

I arrived on time but waited ten minutes for the agent. When he finally showed up, he answered questions from a colleague about an application in front of me, then rushed me through multiple apartments while fielding phone calls from his boss. At one point, I realized I wasn’t on a tour at all—I was just running errands with him.

Takeaway: Respect people’s time. Being present and prepared matters. And please, don’t answer your phone on a tour.

Tour Five: Preparation Meets Personality

This tour stood out instantly. I was greeted by name at the door. The leasing professional had emailed me a detailed confirmation with photos, left a cheerful voicemail, and came prepared to answer every one of my questions. She anticipated my needs, gave context I hadn’t considered, and even turned concrete walls into a selling point by explaining why their gym could stay open 24 hours.

I met the porter, the manager, and felt welcomed throughout the experience. Even though we never saw an actual unit, this was the one community where I truly felt like I mattered.

Takeaway: Leasing success isn’t about perfection. It’s about preparation, personality, and care. That combination makes people want to sign a lease.

Tour Six: The Repeat Performance

The last tour circled me back to the same leasing agent from Tour One. This time I finally learned his name, but the approach was still transactional. He continued to sell against his sister property and never really dug into what I needed. It was another missed chance to connect.

The Big Lesson

Out of six tours, only one felt like more than a timeslot. Most missed the mark because they missed me. Leasing is never about the building—it’s about the experience.

If leasing teams spent even half the time preparing for people as they do preparing the units, closing ratios and resident satisfaction would skyrocket. Out of six tours, only one made me feel like I mattered. That’s the real difference.

Make every prospect feel like the only person you’re touring that day. That’s what earns you the lease.