The leasing agents fail to stand up and greet the customer. The prospect is forced to sit at an agent’s desk while the agent robotically gathers information. The community tour feels perfunctory, and the follow-up, if completed, is done through impersonal automation.
The prospect visit has got to change. While talked about, it’s still an afterthought for too many communities. Expectations are shaped by experiences, and prospects often are receiving a more inviting experience at their local bank—look at Capital One Cafes, for example—than when looking for their new home.