In this case study:
How Westminster Management, LLC developed a more natural apartment touring and follow-up sales process
When a prospective resident walks through the door, they usually know what features they want in their next home. Two bedrooms. Open floor plan. Upper level. But they also have location preferences that might not be as obvious until they tour the community in person, such as proximity to the pool or elevator, interior or exterior views, and distance from the leasing office or their assigned parking space.
For East Coast owner/operator Westminster Management, LLC, one challenge their leasing agents were faced with was identifying apartments that were in the right location within the community, without first physically touring the prospect through several apartments. Also, when a prospective resident finally chose a home that was in their preferred location, with all desired apartment amenities, there was no guarantee that the rent range was within their budget. That often meant starting the apartment search over from scratch with the prospect.
The tour and filtering process was simply more time consuming than it needed to be.
The Engrain solution drove tangible results for both the prospect and the sales team
Westminter's Director of Training saw the opportunity to create a new sales strategy, embedding the TouchTour technology into the company guest experience policy. The changes created a more fluid training process including a new hire video to ensure consistency in the prospect experience.