Commission Payout: First Contact or First Tour? Why?

Hi all!

I have been following this site for quite awhile now but am finally creating an account to get involved.

Our company is re-engaging in a "Best Practice" conversation and are currently on the topic of how to pay out commission. In the past we have associated the lease to whomever had the first tour on site. More recently, one of our properties started paying commissions based on first contact. Our leasing consultants and managers are open to whichever way is best - we are just looking for WHY one way is better than the other.


Thoughts?

Every property leases differently. About 90% of our Student Leases are done completely online, so the first point of contact is usually the procuring cause of lease. In market rate conventional properties, the lease is usually attributed to the tour and then follow up. In my opinion, yes, the person who talks to someone over the phone and schedules the tour did a great job - but isn't that everyone's job who answers the phone?

I feel that whomever toured the prospective resident should get the commission. Anyone can talk to someone over the phone. When the person comes into the office, the agent that tours them should get the credit on my opinion.

I feel the commission should go to first contact. Over the phone, information is exchanged and an appointment is scheduled. You shouldnt discount the work that goes into getting someone to property especially if they have started a guest card and have the info down. Maybe if they fail to log it into the system or fill out a guest card it shoud be fair game