Top Pain Points for Tenants During the Showing & Leasing Process

There are several stages in the rental process however below focuses on the showing and leasing steps. Below are some considerations to address common pain points and to improve the renter’s experience.

1. Use Current Technology – Automate tenant lead interactions from the start including the setting up of viewing appointments, follow-up such as delivering and processing applications, and soliciting feedback.  The landlord should have several easy means such as by e-transfer for providing deposits and any application fees required for the application process.
2. Conduct Effective Showings – Use of a tenant showing scheduler for tenants to book appointments online with calendar integrations, sending automatic notifications and reminders are good systems for clarity and to save time.  Use of virtual showing platforms such as 3-D video tours, Matterport and iGUIDE can often allow tenant prospects to view a property without physically driving to the site.
3. Easy Leasing Processes – It should be easy for all parties including the tenant applicant if interested in moving forward to lease the property.  It is critical to respond to inquiries quickly and preferably within minutes.  Fast is the operative word.  It is comforting to confirm receipt of interest and follow-up, even if first responded by an automated reply to let the customer know you have received their message with a follow-up quickly thereafter such as within an hour during core hours and including week-ends.  Being available when the tenant is, will improve your chances of success and make the tenant prospect happy.  
4. Fear of Getting Scammed – Everyone is concerned about scammers during the rental process as it involved real property and money.  For this reason, we highly encourage tenant prospects deal with licensed property managers who are governed by regulations.  It is easy to check online if the company advertising the property and the agent who you are meeting is licensed with the local real estate council.  Listings get hijacked and it is important to protect your tenant leads.
5. Be Respectful of Everyone’s Time – Time is valuable and it is important not to waste anyone’s time.  Streamline the showing and leasing process to be easy and quick.  Pre-screening questions should be done prior to the showing so you are only engaging with qualified people who have a likely chance of becoming your next top tier renter.
6. Fear of Missing the Best Units – Renters want to rent the best and most suitable property possible.  Asking questions will help identify which properties are the best fit.  The one right property may be one that is in the proverbial ‘hopper’ so knowing your customer and its needs can be productive, save time and allow you to deliver outstanding results. 
7. Ask Questions – It is important to understand the tenant’s needs prior to showing the property.  Ask about the number of people on the lease, is the employer’s name on the lease, how many occupants, desired possession date, motivation and reason for renting, desired term, rental budget range, whether there are any pets or any special needs and wants.  
8. Be upfront about Costs – If there are application fees or any extra costs involved in the application process, these should be well communicated upfront and consider outlining them in the advertisement of the property for lease.
9. Use a Comprehensive Lease Agreement – It is important to use a lease agreement that complies with local regulatory requirements, and one that outlines the tenant’s covenants.  Some of these may include and are not limited to:  snow removal, routine yard care, light maintenance such as replacing light bulbs, replacing furnace filters every 2-3 months, and so on.  It is important that the tenant knows what they are responsible for.
10. Know your Product – It is critical for the leasing agent to know the property and the surrounding area where the property is located.  The leasing agent should know any inclusions and exclusions should they exist, features and more.  Knowing the local community dynamics can help ‘sell’ the property knowing where the bus stop is located, schools in the vicinity, shopping, parks and so on.