There’s only one chance to make a first impression, and, according to psychologists, it only takes seven seconds for that first impression to solidify. So, when tasked with creating the best possible initial experience between an individual and an entire property, the stakes are high – there is so much to convey, so little time to do so and, quite possibly, a lease at stake.

That first impression informs a potential tenant’s idea of what it would be like to live on the property. Luckily, there are ways to make sure that, aside from any unpredictable external factors, the first visit goes off without a hitch.

When it comes to the leasing process for multifamily housing, there are many components that facility managers should consider as best practice when looking to cultivate the best possible first impression of a property for any visitors. First impressions are created by a number of things – what was heard, time experienced on property and the overall atmosphere

Making a property appeal to what potential leasers want to see

When a potential leaser views a property for the first time, there are a number of things they are looking for as they start to view and get a feel for the space. These may be elements that are consciously sought out by the inspective eye of a potential leaser, but sometimes it is a feeling that tourer receives, without knowing the direct source. FMs must factor in these elements when manufacturing the ideal first impression at a property.

  • Help them see that they would be safe living here

    First and foremost, potential residents are looking for a safe place to live and safety is typically their top priority. Security, traditionally, has encompassed measures such as the presence of security cameras, gated entrances and security guards at the door. But, in 2022, safety is also far more centered around health and cleaning protocols due to the COVID-19 pandemic. While some measures may not be immediately visible, clean-looking premises along with readily available hand sanitizer and mask-mandate-compliant staff and residents can show how seriously a facility is about keeping everyone safe and healthy.

  • Show them they would be comfortable living here

    Furthermore, potential residents are also often looking for a space that fits their ever-changing needs regarding comfort. Following the pandemic, space has become an amenity within itself. With this in mind, FMs may consider redesigning properties to provide each individual with the private, safe spaces (as opposed to large, shared spaces) they are looking for.

  • Let them see that life would be convenient (and even a tad luxurious) living here

    Finally, a potential resident is looking for a convenient place to live. When it comes to amenities, what was once considered luxury amenities are now often considered standard and necessary. These amenities being: gyms, pools, computer labs, pet-friendly protocols—they are now more common in residential living as they make a resident’s lives easier. Not to mention that they are an impressive and a welcoming sight during a tour.

How to make a property inviting, through what potential leasers hear

Another one of the most immediate senses to be actively engaged is a potential leaser’s hearing. When they enter the property, the sounds that greet them can be welcoming or an encouragement to not stay too long. Therefore, it’s important to make that initial exposure a positive one.

  • Let them hear that an environment can be lively, without being too loud.

    It is important for FMs to cultivate an environment that is inviting while not being too loud or disruptive to live in. Without instilling total silence, properties should not overwhelm a visitor’s senses with the sounds of the current residents. A potential leaser should feel that they can live in the space, whether they require a quieter environment or not.

  • Make sure that word-of-mouth buzz is positive.

    What a potential leaser hears can also begin before they enter the premises – in a sense, they are looking for a place that they have heard good things about. If the first seven seconds of exposure to a property is a few words from a friend about an undesirable experience, that could be what is thought of every time the property name is brought up. For those who have lived in the area or know someone who previously has, their first impressions may be what they hear from others or see first-hand from a visit – this is hard to avoid or change. By keeping an ear to the ground, property teams can have a better understanding about what is being said and, therefore, the best response to it. Additionally, by treating current tenants in a positive manner (creating an excellent customer experience) they can better influence many prospective tenant’s first impressions. 

Creating the best, overall experience for potential leasers

The overall goal is to positively impact how a potential leaser is left feeling after a visit to the property. For potential leasers, their experience begins the second the step foot on the property including how the building looks from the outside, entrance way, the surrounding neighborhood and more. These elements all factor into how the customer feels about the property they are viewing – overall dictating how they envision themselves living in the space. There are a few initial ways to instigate this process.

  • Make sure that customer service leaves a lasting impact

    One of the most important things that property managers can control is how they work with their tenants. The first impression can deeply impact how a potential tenant feels – this can be anything from the managers presence, demeanor, responses and other behavior., including their interactions with the property staff. Whether it is in person, through email, or over the phone, positive customer communication must be a top priority for managers because it gives potential leasers a taste of what their regular interactions with their property management team and the staff would be like.

  • Imagining what it would be like to call the property home

    This final component may be the most difficult to accomplish, and yet, possibly the most important to achieve. A space needs to feel like it is fit for long-term living, even if the lease is only a few months. One way to accomplish this is through thoughtfully staged apartments that are used for property tours. By creating a visually compelling first experience, facility and property managers can help future residents visualize what their daily lives could look like if they lived at the property. In addition, nicely designed spaces encourage people to not only want to live there, but to also encourage residents’ friends to move to the property too – bringing it full circle to create a positive buzz.

FMs play an important role in creating the best experience for all current and potential residents. If considered and incorporated properly, those elements pertaining to first sights, sounds and experiences can work together to generate an incredible first impression that encourages a potential tenant to not just come back, but invest their money and time in the form of a lease.