Not sure how I feel...

So I'm at yet another property, this time as an assistant in a two person office. I've been at this job for a month on the 1st and I've already formed my opinion, determined my goals of growth or an exit strategy, etc. My issue today is about the leasing of an apt this Saturday. We've been pretty low in occ so we've been running crazy specials - no app fee, no admin fee & 2 weeks free on all floor plans. These apts have been going fast...27 leased in my 30 plus days of being there.

Okay, someone called in earlier in the week and said they needed to come in and lease an apt on Saturday when they got off work. They didn't put in an application, or a sure deposit to hold the apt, but we had a few and the PM told this person she would hold it until Saturday. I had been turning away ppl all week wanting immediate move ins on this unit, so I leased most of my mini models. I started Saturday with the unit being held for this person and a mini model in another floor plan. I leased the mini model and all I had left for immediate was this "ghost hold." One of my previous guests came back with their apps to include all monies due and they wanted the unit this other person had on hold. I texted my PM and told her I'm leasing this apt, these ppl are here now with all their money and I know they will qualify - they did! This was around 230 or so.

This ghost holders show up at 419, we close at 500 and said " yea, you're holding an apt for me to move in today and I need to know what I have to get in order to apply." I told them i just leased it an hr ago and there were no apts left bc we can't hold apts for ppl that I know nothing about and if someone shows up to apply for an apartment I cannot deny them an apartment. He is saying someone should have called him and I told him I don't have an application for him - apparently he left number with PM.

I felt bad bc they are gonna lease one on notice for 3/31 and will be in an extended stay until then, but I don't feel bad because I was doing my job and I can't go off of promises. People call all the time saying I'm gonna come lease tomorrow, I'll bring my check, I'm coming, blah blah blah. The one time it happens and I have nothing left. Just tell me if I was wrong. Thanks. :dry:

Hi Renae,
I know this can be frustrating! I've been in the situation many times and you're right, people say they're coming in all the time and then never follow through. If you held every apartment for someone who said they'd come back in a day or two, you may never have anything to lease, or have anything leased! I personally do not like the idea of courtesy holds and really avoided the practice as much as possible. And, I know you tried your best to navigate through a tough situation and congrats for reaching out and getting some feedback!

Based on my experience I would encourage you in the future to honor the ghost hold~especially since the manager promised it to the customer. Your customer doesn't know the difference between a "real" reservation or a "ghost" one; so if the PM says "we'll hold it for you until Saturday." that means the customer would legitimately think it's his~even if it really isn't, or shouldn't be. In his eyes, it is his and should never have been rented.

In the future I would recommend you call the PM and speak to her directly to get her view on where to go. I think calling the customer who made the ghost hold would have been a good idea too, just so you could personally gauge if the dude was "for real" or not. Lastly, with the resident who did rent, I wouldn't mention that it was a ghost hold and just say something like, "Ken, that apartment has been reserved...but there is a chance that person may cancel.I should find out by the end of the day. Would you like for me to keep your information here and I can process it if he does cancel..."

I know there is some risk involved with this, but your integrity and the appearance of your integrity is so important in the customer's eyes.

Again, this isn't a "right" or "wrong" issue! And I applaud you in reaching out!!

Rommel