Any recommendations on how to pre-qualify people before they waste their time & ours?

We always pre-qualify potential renters over the phone before we schedule appointments to show properties. Despite that, we regularly have people who show up that ignored the qualifications over the phone or email, and then get upset that they won't qualify for the property.

Any recommendations on how to pre-qualify people and get them to actually listen before they waste their time & our's?

I am in PBS8. This whole concept is foreign to me, so bear with me. Are you actually saying you tell people you DON'T want to rent to them over the phone??? And won't let them tour??
This would get us thrown under the jail and fined. I don't understand how this works. Help?

We never refuse to show anyone a property, however, we have a set of minimum criteria for all applicants, and we review that with them in advance so they don't waste their time coming to view our properties when they don't qualify.

Sarah Trefz Watson typically you go over minimum income requirement, minimum credit requirement, what’s included in the rent, rent price (starting rates), extra fees, pet restrictions, etc. You state what the requirements are and allow them to decide if they’re qualified or not and provide any clarity if they don’t understand. I never tell someone they’re unqualified unless they submitted an application and I’m denying it.

Bianca Carlson right, but my point is, we go over all that information and people basically ignore it. And then they show up to the properties and want to be shown everything, then go tofill out the app afterwards and get upset that they wasted all that time. So how do you get them to listen?

Jon Espy I was just explaining to Sarah how a prequalification would work! But I wish I had the answer, I run into the same issues unfortunately. People don’t read/listen.

Jon Espy you cant. Them not listening is on them. But to avoid issues with fair housing, keep to your script. If they insist on applying let them

Lee Tifani the script or refusing to allow them to apply is not the issue. The issue is people not listening to the criteria, then getting mad when they waste their time in a tour. Im looking for recommendations on how to get people to actually pay attention to the pre qualification

Jon Espy you cant force people to listen. Adults have to learn accountability. You can’t teach an adult to listen. Lol

Them being mad is on them because they chose not to listen. That’s not really a problem I’d make mine.

If you are charging a non-refundable application and admin fee, and having them sign a resident selection criteria...then they might listen or you can consider it additional income ????

Marilyn Urquiola hard to do that in advance on the phone

Jon Espy maybe you are not explaining it clearly to them. Remember for us the requirements are clear, but its alot for them to process over the phone.

After telling them the income requirements ask them what their monthly income level is? If the information they give doesn't qualify and they still want to apply, let them. Hope they go away and tell people how nice the apartment was and how great the staff treated them

Sounds risky. Be careful. You don’t want a lawsuit. People will sometime just tour to see what it looks like

It is a losing battle! Just keep doing what you are doing. Go over qualifications best you can. Once they arrive, go over again.
You can only weed out so many people.
I have at least one application a week that I hand back to them, you do not make enough money! I am not going to take your money. You do not qualify!
They always act like it is new news!

You go through the whole process like you always do and if they’re not qualified you deny the application.

Whether their time is wasted or not is for them to decide. And definitely don’t treat people like they’re wasting your time.

Lee Tifani we don't treat them as such, but they are wasting time and it's costing my leasing staff and me. Which is why im asking for ideas on how to avoid the problem

Jon Espy it IS a waste of time lol. It’s frustrating but it’s just something that happens that we have to deal with.

Jon Espy provide a copy of the selection criteria for them to review while you “gather the items needed” to do the tour?

Lee Tifani we don't manage one building. We manage single family homes spread out across an entire city. So we're physically going to meet them somewhere. Doesn't work like a leasing office in a complex

Jon Espy ok I assumed since this is a multi family housing group it was. But either way, touring people who don’t qualify is part of the job. Unless you change it to only tour people who have an approved app. Which, I’ve seen in advertising, but that’s not a company I’d personally rent from. So I’m not sure. I’ll let others chime in their ideas.

Whether or not they qualify we always try to show an apartment. They personally may not qualify but what if they can refer someone who will? And then do so based on the good attitude and customer service?

Jennifer Ryan we don't have people who know they don't qualify and want to see it anyways. We have people who wouldn't show up because they wouldn't qualify. But they didn't listen during the phone interview and then get mad when thet shows up and don't qualify

Jon Espy I would think the same courtesy applies, we have this happen constantly, but I have fantastic leasing agents who talk through this with them and we've received several refrrals this way. Angry peoples are a given but i youre trying to avoid having people come in who don't qualify, you're losing all of the people they could recommend based on your kindness, or them if they are able to qualify later

So after reading everyone comments I dont know what more you can do. I do understand not showing someone a property unless they qualified you are doing single family homes and not the traditional apartment complexes and that could be a huge waste of time for your leasing staff that they had to drive all over the city to show people places that they really don't qualify for so I definitely understand that real estate agents do that all the time and make you qualify before I'll even show you anything I think the only thing you really can do is just keep doing what you're doing and just reiterate to people that they have to qualify before you show them anything.

Ashley Yancey this does not work for most of us. You cannot refuse to show or insist that they qualify before they apply.

Sarah Trefz Watson I completely agree this would not work in my office at all. But like I wrote in my post most real estate agents wont show you a house unless they know you pre qualify and if those are their qualifications and they are being consistent with everyone in the same way. Then they aren't really doing anything wrong I definitely understand for most of us on this page this is not something that would even be considered in our offices. Since they are renting single-family homes I think things are just a bit different and that makes a lot of sense to me because honestly it would be a huge waste of time in my opinion if somebody didn't qualify and you're constantly taking them to property after property after property and they don't even meet the qualifications

Do you TELL them the requirements or ask them if they meet the requirements and get them to answer? I found that if I spout off the reqs, they are like, yeah ok...and show up But if I say, for instance, "So, you will need to provide proof of income that is at least 2.5 times the monthly rent. For this home, that is $2300. What is your monthly or annual income so we can make sure this is the right home for you?" Usually if they have to actually lie out loud, they will tell you and you can say, "Well, I am happy to show you one of our homes, but unless your total household income meets this requirement, we will need to wait until it does to move forward with the other requirements to approve your application." I am assuming income is the issue though...is it something else?

Just go over it again when they show up

So, maybe you pre-qualify again in person, before showing ...

Based on what you told me, I don't believe I could get you approved at this time. However I would love to show you my property in the event that I could get you approved in the future!

I require an application before I show the apartment. I have a website with a virtual tour of the apartment, lots of pictures, application instructions/requirements, and an application they can download.
I had to change to this because it's an 8-plex that's not even in the town I live in, and people would meet me there (or just not show up at all) just to beg me and give excuses as to why I should let them live there, even though they don't qualify.

Just keep doing what your doing. Let them know again if they apply.

We do the same: start via phone/email. When they come in it’s the first thing we go over again before a tour. This weeds most out but there are still always a few. I’ll be honest, I don’t think ALOT of applicants know their income and guess they qualify. Many don’t understand gross vs net, or calculations by pay period, etc. I ask them what they make and crunch numbers on the phone, via email or in person. It saves a lot of time not touring and going over apps with unqualified prospects.

People tell you what they want you to know hoping to covince you to rent to them, and praying you don't find out what they've held back. I had a guy in his early 30's who applied and answered "no" to both the "ever been evicted" as well as the "ever been CONvicted" question on the application. When I denied it, he asked why. I mentioned the 3 evictions in the recent 7 years, and the "selling drugs on school property" items. His response was "Oh. You found that?" ????‍♀️

If you are wasting your time and they still apply then jack up your application fee. Maybe that will help. At least you make something out of it.

If they insist on applying I would recommend that you jack up your application fee so that your time is not completely wasted. At lease it may prevent them from applying if they know they won't qualify.

Or maybe change your script/presentation. If the message is not being received, possibly it is unclear. Communication is a two-way street. It's not all on one or the other, but the responsibility to be understood is on the speaker not the listener. I recommend stating your qualifications briefly then ask if they meet that criteria so they acknowledge your requirements. If you need proof of income, ask them to bring paystubs. If you require good credit, ask the last time they reviewed their credit score, heck Credit Karma is free, right? I have found that those with the best credit are worried its not good enough, and those with horrible credit think it doesn't matter. This sounds like an opportunity to practice active listening and not simply deliver a canned speech.

We require they apply prior to showings and tours. That eliminates a lot of time spinning wheels. We have set standards for qualifying for all of our properties. If they are serious they will pay the fee and submit all required documentation, which shows if they really want to see the house or will be a serious renter. If the app fee is too much they probably don't have the funds to rent anyways.

i have seen some companies that have a very brief summary of the qualifying criteria on their application, or their guest card, and the prospect has to initial or sign under it. it usually says something like "for a full copy of the resident selection criteria please ask to see it" or something like that. then when they get upset you can say "but you were given this right here"

Don't tell them the qualifications, ask instead. Before showing anyone "ask" How soon do you need to move, what size of home, and what price range. If they are looking for a $500 1br but your price is $800 then you don't have what they need and don't need to spend anymore time on the call with them. Same thing with move in dates, if they need in by the 1st and your availability isn't until the 20th then you don't have what they need and the call is dead.

Sure people might be able to flex a bit on price/date/size but if it is too big of a gap do you really want someone in your building that can't afford rent and you have to chase them each month or skips.

After you get information from them and know you have a product to sell them, ask more questions that are in line with your qualifications. Have you ever been evicted, had pest problems, have any past due rent, what is current rent amount, etc. You will get more accurate answers by asking vs telling them what you're looking for.

If any of the answers don't pass your qualifications then kindly inform them that would red flag an application and end the call. Remember anyone is welcome to tour and apply if they like but the answers they gave, if found on the background report, could cause the app to be declined.

We have very little that make it to an onsite tour that wouldn't meet our approval criteria. If you are not asking then try it and let us know if it improves at all. Best of luck!