Topic: We are looking to improve on our safety protocols for our leasing consultants when touring

We are looking to improve on our safety protocols for our leasing consultants when touring apartments. Sometimes they are the only one in the office and/or touring while dark (after 4pm in winter). What does everyone else do?

Stop showing after 3:30....

We don’t tour at dark and have at least one maintenance team member working with them.

My manager got panic buttons which I think was pretty thoughtful.

We never let them tour after dark. Never enter the unit, stay by the door. Get photo ID before doing a tour, no ID, no tour. We also would not show units if only 1 person was working. Make appts for when there is other staff present, maintenance, etc. And let them know where you are!

We do not allow our agents to tour after dark. We change to winter time hours.

I stopped showing...ever.
Floor plans and great sales training work just as well.

Don’t tour after a certain time, make sure you block that capability on your websites or any third party websites as well.
Make sure your leasing consultants know they can decline a tour if they feel uncomfortable.
Offer a self guided tour, let the leasing agent collect their ID and give the tour a map to the unit. Leave the unit unlocked or give them a temporary key. (We had Miwa key fobs, and I could create a fob that would only last a specific amount of time like 30 minutes to 5 years if I wanted. It was great).
Make sure you have security cameras in your office.
When your LC does a tour make sure they let the tour enter the unit first, make sure they remain near the door and don’t close the door. Turn the deadbolt so the door cannot close.
You can also get walkies for the property. Mainly helpful if touring alone and someone else is there.
Make sure they dont advertise it’s just them alone at the property. For example if someone asks for the manager, don’t have them say they aren’t in right now, say they’re currently busy can I have them call you back? If the person questions the managers schedule they can state they are unsure of the managers schedule and can assure them they will receive a call back within 24hrs.
I also know it may not be in the budget but potentially you could budget for it. Plan to have a guard onsite during the times they’ll be alone and this way the guard can accompany them on tours. At that point as well, it may just be beneficial to hire another LC so they aren’t alone. I know the industry standard is to sometimes only allow for one LC per 100 units but even if it was a part time position in the evenings only or when the manager isn’t in and to help alternate weekends so the full time Lc can get the occasional weekend off.

Always bring your cell phone, we removed the interior doors of our model -to prevent being "trapped" and no touring after dark. If future renters pitch a fit over this -I would recommend self guided tours like most of did during Covid lockdown..

After dark let them self tour! So self guiding tours

We don’t show in the dark. Last tour is 45 minutes before closing (as closing time is 30 minutes after sun down) during the week. Saturday close at 4, so last you must be in the door by 3:30 and return to the office by 3:50.
Company had also invested in a Guardian - it’s like a life alert/panic button that calls the authorities.

Create guest card
Collect photo ID
Verify guest card name against ID
Leave ID in office for duration of tour
No showings after dark

We have a mace keychain with our office key on it. When our leasing agent is alone on the weekends for example she takes it on every tour with her and she knows the standard safety protocols
During the week when we are all here, coming and asking for the office key is kind of our signal that they don’t feel comfortable with a tour and then either one of us can I’ll shadow her “for training purposes” or we will send maintenance over to look at something while they are touring.

I see lots of action around time/dark. Is there any data to support evenings actually increase risks/incidents or just staff increased anxiety? Seems like if someone is going to do evil things they wouldn’t constrain themselves to evenings especially if they have an exclusive interior to be alone with a victim daytime is as good as anytime.

Our sun comes up at 11am and sets at 4pm, so the 'no tours after dark' isn't really an option. We take their ID and lock it in the office until the tour is over. If they want to steal my empty wallet and have their way with me, they'd also have to break into the office to get their ID back.

Angela, I don't know if this is part of the solution, but have you checked out Checkpoint ID? They were part of one of our Multifamily Demo Day events, so I can email you their demo video if that helps. If so, send me a note with your email address.

Check out the Noonlight App. We use it at several of our communities. Also, self defense keychains are great team gifts!

No touring after dark. It's not worth it. Incorporate CheckPoint ID screening. Training Staff in situational awareness and emergency response (outsource if necessary).

Hi Angela!

Self-guided touring is a wonderful option for this! Not only do our security measures hold the prospects accountable, but they’re able to tour on their own at their own convenience. We allow for after hours tours (within perimeters) and overall provide both the prospect and your leasing team with a more comfortable and secure touring experience. Happy to chat more!

This is a topic near and dear to my heart, as it’s one which I teach in my PM training session. There are a few pointers which I cover. First, have agents leave the list of units which they will be showing (in case you or some needs to go look for them). 2. Have a “code” used between colleagues. If one of our leasing gals ever felt uneasy about a particular prospect, they would call out to our maintenance director (who was sitting in his office nearby) and say something to the effect of “hey Bob, is 107 ready to show/is all your stuff out of there”? Now, we as leasing staff always know which units are ready to show and which aren’t. That said, when the others in the office hear her say this.. this is her signal saying “I feel a bit uneasy about this guy, I’m gonna go show 107... come check on me in a few minutes “. 3. Always “lead from behind “/let them go down the hallway ahead of you, never go into a bathroom ahead of them, and when in large rooms such as the Living Room-always be sure you “move the room” as they move through in order to be sure that you are always in between them and the exit. 4. Flip the deadbolt lock so that the door does not latch and automatically lock. This way (god forbid) if anyone in the hallway hears you screaming for help, they can come in. 5. Wear sensible shoes (it’s hard to run away in heels), 6. ALWAYS keep your cellphone on hand when on a showing, ...7. Have prospects present photo ID (keep at the front office while on the showing), and lastly-DO NOT SHOW AFTER DARK.

Great stuff, Jim!