Let's go over how to implement the writing down of information into our active listening strategy. When a resident or potential resident comes to you with a question or concern, give them time to finish their statement before you respond. This concept may sound obvious, but a common complaint regarding poor customer service is that the client kept getting interrupted. Even if you know what they are going to say, let them finish. Otherwise, they will feel like you are rushing them and what they have to say is not important to you. Write down the information while they are talking, and after they are done wait a second or two before responding to ensure that they had completed their thought. Face them and make eye contact. Always have open body language, and never fold your arms. Stay calm and objective. As you are writing, briefly repeat the information they had given you in your words so that they know you understood them correctly.

This vital but often overlooked principle can significantly increase the odds that a prospect will choose to lease with you and not your competition. Your residents need to know that you will take the time to listen to them and that you care about what they have to say. This is why it is important to write information down, and it will make you stand out in a positive way. It is one of the most important things you can do, but it is also one of the most simple, so there is no reason not to. If you have not been implementing this tactic, I challenge you to start doing it. You may be surprised at how much of a positive effect it can have on your occupancy.