Multifamily Florida - Summer 2020 - 18

These types of tours will remain a desired alternative in
the future for out-of-town prospects, or for those who
might still be hesitant to relax social distancing.

M U LT I FA M I LY

F L O R I D A

S U M M E R

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Practice, Practice, Practice

18

There are many commonsense points that apartment
communities might be overlooking if they haven't
adequately thought this through.
"It's not just walking around with your phone taking
video," Trosien says. "You need to plan. Storyboard it.
Practice it."
Virtual tours can be recorded or be conducted
as live walk-throughs with the leasing professional
communicating to the prospect every step of the way.
That's the ideal situation, Trosien says. The tour can
include walking the prospect through your website or
a pre-recorded video, if it's feasible.
"With a live virtual tour, go out of your way to show
them that during these challenging times you are doing
it for them," she says. "They will appreciate it and
remember you for it."
For in-person virtual tours, always ask the prospect:
How much time do you have? And be sure to honor
that. (Recorded tours should not go beyond two minutes. Really, about 1 minute, 45 seconds is the sweet
spot, she says.)
Ask the prospect ahead of time what type of
device they will be using to view the tour so you
can plan accordingly.
"Remember, the tour is about them - not you,"
Trosien says. "They need to feel comfortable about
what device they want to use. For a lot of people,
taking part in a virtual tour is a real shift for them.
Think about how awkward it might have been for you
the first time you joined a Zoom call. You don't know
what buttons to click and when. You don't how to turn
on and off the video or audio."
Accessibility and accommodation are other
components to address when delivering a wellexecuted virtual tour. Customizing a live virtual
tour means persons with disabilities can be shown
accommodations such as ramps, parking spaces, and
interior fixtures.
For persons with hearing disabilities, audio can be
replaced by captioning.
Live tours are more authentic because they are
more interactive and conversational, she says. It
starts with a warm welcome where the prospect can
see the leasing professional's face. "Let them see who
you are," she says. "Make that personal connection at
the start."
Trosien says introverts and even extroverts really
need to ramp up the personality while giving the tours.
Yes, extroverts, too.



Multifamily Florida - Summer 2020

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