Re: Hit me with some good questions when interviewing a potential leasing agent with no leasing experience

Hit me with some good questions when interviewing a potential leasing agent with no leasing experience but a strong customer service background

When was the last time you crashed into a dumpster that was on fire, during a tornado while being attacked by a pack of chimpanzees and your mother was yelling at you to clean your room and your credit card just got declined at the checkout line at the grocery store while someone was calling a mean ugly asshole?

Just make sure they want to work, willing to work and have a good outlook and attitude. Anyone can learn the process. Attitude is key.

As an owner, there was a young lady interviewing with the manager. Manager got called away. So I took over, social discussion about random crap. Phone rang, I asked her to take the call. I got an odd look. I said, don’t worry I can’t fire you. She laughed and answered the phone.

“Well, i am extremely new to this job so I apologize in advanced if I can’t answer all of your questions….”

She stumbled a bit… Closed the call with…”

“Mam, this going to be your home, you’ll be living here. The best thing you can do is come to the property for a visit… This far to an important decision to be made over a phone call…”

Appointment set. Manager met prospect later in the day. Prospect leased.

I hired the young lady. Within a year or so, she was second chair to PM. Eventually went on to a PM role.

I don’t think all 10 questions are necessary, and they could all be modified to fit your voice and circumstances, but here are some ideas as a starting point (in replies):
 

That is the Perfect Storm of a Leasing candidate! How do you handle deadlines; can you multitask: residents can be mean- how would you handle that; what are your goals; why do you want to work in Property management....

Anything communication related and how well they can de-escalate a situation. If not, know how and when to hand it off to upper management. Property management can make or break a person.

In my opinion, since they have no experience, I personally would just have casual conversation to see if there is good energy and if they would fit in with the team. This position is trainable. But you can’t give someone a personality. Ask them what they enjoy about their current position in customer service and why they like it. Ask them if they ever had a moment when they may have needed training or coaching and how they went about getting the training or coaching they needed. Ask them what their favorite thing is about dealing with the public.

Sherry Tompkins All of this!

Sherry Tompkins I 2nd this

Thanks everyone!!! Great responses!

Do you love to win or do you hate to lose?

-What makes you a good sales person? - How do you organize yourself to stay on task meet deadlines and priorities? - Name one thing that you could do with every prospect to close the deal ( the answer im hoping to hear is to “close “ or “ask” for the lease/application) - if a prospect walks into the office when you’re at you’re desk what do you do? - have you ever shopped for an apartment and if yes tell me one good and one not so good take away from your experience.

Listen to their personality, do they listen to your words in scenarios, and answer without a beat, using what's in their personal experience. Do they talk to you not at you, Personality is everything, if they are stuffy (stuck-up), or their eyes say whatever. Then they're not going to make it. It's those down-to-earth who can relate and pull from the hip that makes it in this industry. I personally have trained 4 leasing agents over 20 yrs that went on to AGM then PM, and 1 a DM, and I've seen countless leasing agents crash and burn cause HR didn't interview them correctly. Lead by example and you'll have a great staff

Tell me about a time you had a referral. Someone who returned based on your service, or sent a friend to your business. How did you create an experience that was worth coming back for?

Great answer. I love this.

How well do they know the neighborhood where the property is located?

Take them to a vacant and ask them to "sell it." I have done this exercise several times and it is fascinating to hear what applicants have to say!