West Village associates in our Raleigh-Durham market are finding ways to serve our current and future residents while facing some of the strictest stay-at-home orders in all of our 14 markets.
Last Wednesday, Durham’s mayor ordered all traffic in the leasing office off-limits. Current residents were not allowed to stop in. Virtual tours for all new residents were mandated across the entire city.
Thankfully, we have planned for scenarios exactly like this, and quickly put the plan into action.
“We are more committed than ever to hitting our goals and serving our residents with excellent customer service during these difficult times,” said Partner and Regional Trainer Kia Fenty Ngo. “Our current and future residents need us, and we are finding innovative ways to continue serving them.”
The team doubled down on converting phone and web leads. Last week, West Village converted 88% of phone leads, that’s 48% higher than our standard! They also converted 52% of web leads. Thursday, the property had two closes and five renewals in one day.
“We have been conducting virtual tours via Facetime. The key to making these tours a success is treating them just like you would in-person,” Kia said. “We follow our same standards and scripts, and we see the results. We’re also up 11 pieces of traffic on the month!”
The maintenance techs also have stepped up in a big way, delivering 200 packages to residents’ door-steps now that they are not permitted in the Leasing Office.
Partner and Lead Tech Pedro Ducos or Lead Tech Brittney Merritt both have a 100% response rate for work orders while they are tackling capital projects in-house including:
- Painting all common hallways in Phase 3
- Painting all gates on property
- Power washing patios and courtyards
- Cleaning bike storage
To drive positivity, and lighten the mood, the associates filmed a “Something” dance challenge video for the social media platform TikTok .
Keep up the excellent customer service! People Count.