Leasing Style: Motivation - Figure it Out

I made up my mind a long time ago when I got into the property management business and took on some leasing responsibilities – the game is best played when I decided what kind of sales style I wanted to adopt. Perhaps it isn’t appropriate to call leasing a game, and really it isn’t; it is a part of the business. However, I do think that leasing consultants MUST decide to approach the duty of leasing in a way that already compliments his personal style.

The question then becomes “What is your motive?” Meaning: obviously the goal is to obtain a lease, and the result is a commission, in most companies, but what is the motive? Many people are motivate internally and many are motivated externally. Is there also a third option? I think there may be.

Internally motivated people may want to feel good about helping the Prospect because they like helping people solve a problem. They may want to know they have done their job well and this builds self-esteem in a very positive way. Their self-worth is related to how well they are personally received, believed, and this creates value.

Externally motivated people may need recognition through awards, Bonuses, Commissions and tangible rewards. They like that the team knows they have met the challenge of getting ten leases that week or month. They like that the company knows they do their job well and may promote them, add to their job responsibilities, and reward them with Leasing Consultant of the Month or Year or even nominate them for a state or national association award. They want that tangible “intangible” fame.

But that third motive is what concerns me. The third motive seems to rotate the negative, down deep rot, the inner total worthlessness perpetrated by those who are completely narcissistic. These individuals scare the crap out of me because I can never figure out if I can trust them. These are the ones who give the initial impression that they are helping when in reality, what they are doing is fueling their own neurotic means to appear and feel better about themselves. Those who are starved for real self-esteem end up as the Abusers.

Training our managers to be aware of these psychological traits in others is important. Spotting those who are vested only in themselves will help alleviate the decidedly unfriendly competitions without our offices. The next time someone comes to you and freely offers to do something not even remotely logical, run the other way because that person has ulterior motives that will benefit only him and will in the long run, do little for you. This is true for any business, not just property management.

Example: Prospect calls on the phone to ask questions about the property because she is looking for an apartment for (Son, daughter, uncle, cousin, friend.) Leasing Consultant 1 answers each question feigning interest (but isn’t remotely interested since the person calling is not the one actually renting the unit.) However, the person agrees this is the best option and begins the application process. A couple of days later, an application is submitted and the Caller phones again and talks to Leasing Consultant 2 (The original agent is not working that day.) Leasing Consultant 2 is interested in the Caller and solving her problem of finding an apartment and getting the lease signed and begins asking many questions and finds out that the person needs furniture and is willing to rent the unit furnished and for a much longer term, so instead of a 5 month lease locks down a furnished unit for 18 months. By simply being genuinely interested in taking care of the Caller’s needs Leasing Consultant 2 “sold” an apartment for a much better lease term and at an overall higher cost.

Being motivated for the right reasons in the eyes of your company and team’s goals is great. But being motivated by the right reasons will allow you to personally live with yourself and be admired by those who really matter in the long run: you, yourself, and you. After all, as someone once told me, your good name is really all you have and if you screw that up, you may never have the opportunity to make it right again.

Everything Teaches Us Something We Need to Know

When I turn off the lights at 6:00 tonight, it will be the last time I do so under the name of Freestone, so today is a bittersweet day for me. It’s a great day for the Owner! Doesn’t matter how you get your profits, it only matters that you do. And I understand that. What is a little more difficult to understand is an Owner who does not come in person to say, “Good bye.” Maybe that is normal … to have no definitive closure, no formal way to bid someone a fond farewell. I have never experienced it this way, to be sure.

As I look out the window at this gray, windy day that is neither warm nor cold, I think the somber mood is reflected in the little puddles of rain collected in an indentation on the ground. But inside, I feel not sad, but hopeful. I am really more of an optimist than a pessimist. (When I was twelve I could be a Debbie Downer extraordinaire, but nowadays, I choose to look up, rather than down!) It’s much more fun to see the bright side of things (when you can) than to dwell on the negative.

I believe that every experience I have had is leading me somewhere. In just two short years, I have the opportunity to learn so many incredible things. Just think. If this happened (my company selling off all "our" properties) when I was just starting out (and to see "your" company come to an end) I would have given up, thrown in the towel, said I could not do that again. After all, it is not often you find a great mentor who teaches you the business as mine has, or one who allows you to run with your marketing ideas full force, one who says, “Make us a website! Hook us up on Facebook! Create brochures - do it. Do it all! Supervise this construction project! I don't need to handle that; you can do it." You can do it. Magical words! It is rare to find someone who criticizes in a kind and gentle way and lets you make a mistake or two and then allows you to fix it. I have the utmost respect for this person.

After eight plus years, this is the hardest part about moving on; it’s leaving behind people you care about and admire. I know this isn’t the end of my relationship with my boss (hey, I know he will be there if I want to bounce an idea around, even at eleven at night and there’s always email) but it is the end of our day-to-day working relationship (for now.) I wonder if he will feel the effects of his own “Empty Nest,” but perhaps this is good preparation for him for when his oldest leaves for college next year. It just goes to show you, for everyone, everything that happens prepares us for the next step, the next adventure, next job, the next radical, awful, wonderful or special event that will happen. Personally, I am looking forward to seeing what new is being planned for me in life!

A Great Community Has Great People

You know I have written about some of the funny, odd, outrageous things my Residents have done or said but today I received a phone call that took me by complete surprise. Let me tell you about it.

First, a bit of background. Now, I know no one knows me from Adam but just from reading some of these posts you have probably figured out that I am a bit opinionated. Hopefully, too, you see I have a sense of humor. And sensitive! I hope you see I am a sensitive, caring person. But my Residents only see me as the “Manager,” not really as a person. It’s kind of like when I was teaching. If I was at the supermarket and one of the students saw me, they just couldn’t believe what they were seeing.

“Mrs. Sharp! Mrs. Sharp! Mommy, I see Mrs. Sharp! Mrs. Sharp is here, here at Martin’s (a local grocery store).” Kids are funny like that. They don’t think you actually cook and eat and go to the bathroom and do all the stuff they do. J

I sent out a Notice to all the Residents this week letting them know the Office would be closed until Thursday of next week because I would be on vacation. Usually, on larger properties there is someone who also works in the Office and everyone covers when someone is away. But here it is different for me, as I truly work six days a week with no breaks, sometimes not even for lunch. This is my choice. I have a lot of fires in other ovens, so to speak, so my Office here is my work home base. The Residents are used to seeing me here – literally all the time – though they know I travel for work and occasionally the office is closed on weekdays. But my absence in that respect practically never affects them. Even when I am on the road, I can take care of them because I have email access and phone access and they can text me, too. I have been known to lease apartments from my kitchen in Indiana, at another property in a different state and even from my car.

However, since I would be gone longer than ever before, like a good mommy/manager, I notified the Residents to let them know. I did not expect to have Residents stopping in to say things like, “Have a great time!” and “Good for you! You deserve a vacation!” or posting comments on the facebook page telling me they hope I have a fun vacation. I certainly did not expect to have a Resident personally call me to say, “Hey, I just thought I would call and let you know that I'm hoping you have a great time on your vacation.” Then he asked me what my plans were and seemed to really be happy for me and then he said, “We’ll all be okay while you’re gone. And Greg (our Maintenance Tech) will take care of things! You have a great time!”

But that’s what I got. And it made me pretty humble. And … happy.

Today, I Am Just a Human Being

This morning just before it was my pew’s turn to exit for Communion, a side door opened and a woman entered the Church. Beside her was a small boy, about eight years old who looked very pale. Even I could see this.

She stated in a panicked, though soft voice, “I need a doctor!”

Those of us within hearing range turned to look at her. A couple of people repeated what she said and she said it again; this time a little louder, “I need a doctor!” Then louder, “I need a doctor! My son says his chest is hurting!”

At this point, I think every person nearby was upset. I started looking around to see if anyone claiming to be a doctor had heard. Surely, in this crowd of several hundred, someone would be a doctor!

An Usher rushed over and they laid the little boy on the floor. “Have you called 911 yet?” he asked. "I will do it!" he said. The lady sitting two rows ahead of me rushed over. Her arm was in a cast. Maybe she is a doctor or nurse, I thought. I watched her as she knelt down and softly put her hand on the mother and began to pray out loud. Three men also approached and quickly assessed the little boy’s condition and they scooped him up and out of the sanctuary with his mother running behind never dropping her little boy’s hand.

No one in the front of the church knew what was going on as Father Scott continued with Communion. Within minutes we could all hear the ambulance coming and I breathed a sigh of relief. The hairs on the back of my neck were still standing up and I was tearing up; I was so scared for that mother and her son. The lady beside me, the one in front of me, and the two behind me – we all looked at one another – and I could see their expressions mirrored my own.

A team of experts assembled from all parts of the church. They assessed the situation and took action. We don’t live alone in this world. We must all work together to achieve a good outcome. It doesn’t matter who you are or where you are at any time; it takes us all to get through life.

Let This Be My Mantra

I feel like a blade of grass. It doesn’t matter if you limit my intake of nutrients, cut me down to the size you want me to be or stomp all over me, I will still grow. I will still find a way to thrive in harsh, challenging conditions. I may have to lie dormant for a while, if I have to, to survive long term. I’m in it for the long haul. So, go ahead, walk all over me; I will eventually rise to meet a new day, bright, glowing, and green!

Let this be my Mantra.

This property management business can be tough. There are rough situations over which we may have no control. There are rude people; there are pleasant people. There are chronic complainers we’ve learned to see the charm in. There are Residents who don’t clean up after their pets, Residents who litter the property with their Taco Bell wrappers, Residents who drive past you and never wave or smile. There are bosses who expect too much and some who never give you the time of day or a moment of their time or a word of encouragement. But I decided long ago to be that blade of grass that chooses to dig deep and plant roots and learn to thrive through harsh conditions and wait for the rain. My day will come.