Real Estate Investor · Columbus, OH · Member since 2013 · 114 posts · 21 votes
While I know the information I want to know when someone calls about my property, I always stumble when first answering a call.
Me: Hello, How may I help you?
Caller: Yes, I'm calling about the house for rent?
At this point I sometimes state the # of bedrooms/bathrooms, monthly rent and deposit. Other times I may ask what I can tell them about it. If they are still interested it seems I get into a series of me asking questions or making statements about requirements. It feels like an interrogation.
How do you lead into the conversation after the initial "I'm calling about the house for rent?"
Flipper/Rehabber · Arlington, TX · Member since 2013 · 1k+ posts · 2k+ votes
12y
Me: "Hello, Randy Rental, at your service! Can I tell you about this beautiful new house we just finished rehabbing, which ended up costing $5K more than we budgeted?!"
Them: "Yes please"
Me: "First, a few questions... Do you smoke?"
Them: "Oh yes, like 1965 Chevy Impala with bad rings!".
Me: "And how about pets?"
Them: "Yes, we have a Doberman, 2 pit bulls, 6 cats, a gerbil and a lizard!"
Rental Property Investor · Denver, CO · Member since 2013 · 4k+ posts · 2k+ votes
12y
My phone script goes something like this;
Caller: Yes, I'm calling about the house for rent?
Me: Sure, Do you have any questions?
Caller: No, I'd like to see it.
Me: No problem, Do you have a few minutes to answer a few questions I have?
Caller: Yes
Me: When do you want to move?
Caller: .... (me listen)
Me: How many animals do you have?
Caller: ...
Me: If caller has dogs or cats ask age and if dogs I ask breed.
You get the idea. Ask easy non prying easy questions first. Get them to loosen up and tell you their story. Always ask open-ended questions in the heart of the interview. Script your questions. Ask the same questions every time to everyone. This protects you with Fair Housing. Always listen to their answer and don't move to the next question without a long pause (If it helps take notes so you are writing while pausing). Some people get nervous with the moment of silence and start talking. The more they talk the more I know. The more I know the better decisions I can make. I people are vague, I never push, I just make a note to make sure everything checks out on their application.
If at any time they say something that would disqualify them (like 5 past evictions) then I say you wouldn't qualify, thank them for their time and wish them well in their search and hang up.
Investor · Narragansett, RI · Member since 2013 · 8k+ posts · 4k+ votes
12y
@Angie W. I have somewhat of the same problem as you. They catch me off guard and I lose my place. I like what @Bill S.
suggested. The only thing I would add is that you need to find a place for the items that make most people not want the property without sounding negative. One house we had had six foot 6 ceilings and I had to work in how tall are you. I never know where to put those questions/information. We have one house that comes with no storage and no basement, I don't want to show it if they want storage and a basement , it is not worth the time but I don't want to discourage them if it is workable for them and they are a good candidate. I try to place those in the conversation sometime after they ask questions.
Investor · Louisville, KY · Member since 2011 · 1k+ posts · 1k+ votes
12y
Solution: Only deal with online inquiries through Craigslist or other rental sites. Most of the time I never talk to a prospective tenant until I meet them in person at the property. I get all of the information I need from them through email and they get all the information they need from me through the posting.
This might not work in a lower population and/or lower income area...but if you've got the draw and your property appeals to the right types of tenants, this saves a lot of hassle!
Rental Property Investor · Denver, CO · Member since 2013 · 4k+ posts · 2k+ votes
12y
@Colleen F. I am for full disclosure in the ad. CL offers lots of space and I use what I have to. From my perspective, it's better to let them decide if it'll work for their needs before they call me. I do ask what they are looking for in a place and if they mention something that doesn't go with my property I gently remind them of what the ad said about that and make sure they are not wasting my time. If your calls are coming from yard signs. Get a google voice number and put the information you would on Craig's List as the greeting. Have them leave a message if they are still interested. It's a big time saver and you can "sell" your property's features without wasting any of your breath.
Solution: Only deal with online inquiries through Craigslist or other rental sites. Most of the time I never talk to a prospective tenant until I meet them in person at the property. I get all of the information I need from them through email and they get all the information they need from me through the posting.
This might not work in a lower population and/or lower income area...but if you've got the draw and your property appeals to the right types of tenants, this saves a lot of hassle!
This.
When possible, I do online only.
If people reply via craigslist saying "please call 1234738282", I ignore it.
They told me nothing about themselves, and chances are, there's a reason why... they were evicted, smoke, etc. My roommate ad says to please tell me a little about themselves and when they're looking to move. For single family homes, I still expect something more than a phone number in a reply e-mail. Most good tenants include some info on themselves when introducing themselves to a potential landlord.
Investor · Narragansett, RI · Member since 2013 · 8k+ posts · 4k+ votes
12y
@Bill S. Since it is well off road I don't get anything from signs except that the adjacent tenants know it is for rent. I do fully disclose on craigslist but some things don't present well or they don't read. NO BASEMENT is often missed so I repeat that in all calls and that there is no additional onsite storage. The main point I cover verbally for the one house is that we have adult tenants (not students) in the adjacent apartment building but that not something I could post on craigslist. In this area that is an important point. It is a little bit country and so not the kind of volume you get in a suburban or city home. I do use google voice , that is a nice addition for me.
Rental Property Investor · Ann Arbor, MI · Member since 2013 · 55 posts · 4 votes
12y
Put any issues that might be deal breakers in the ad - you don't want to waste your time. For example, mine says 2 year lease only in big fat letters. Fully qualify all tenants over the phone. I always say: "Do you mind if I learn a little bit more about what you are seeking in a home to determine if this would be a good fit."
I tell tenants to view all the pictures (I take a ton) and drive the neighborhood. Then I only meet them (in most cases) during an open house where I can meet 4 or 5 pick one, and be done.
Real Estate Investor · Columbus, OH · Member since 2013 · 114 posts · 21 votes
12y
@Bill S. thanks for the info, that really helps me to script my original response. My rental is in a lower middle class neighborhood and sometimes the conversations are not too pleasant and sometimes downright rude when they don't like my requirements. I've tried typing up bullet points which help me to cover the basics but always stumbled about how to start. I just need to practice I guess. I do use a Google Voice # and have a detailed greeting asking to leave a message if interested because I did have a yard sign for a short stint. I like it also because I can deactivate it later and not be bothered once it is rented.
@Colleen F. This rental doesn't have a basement or much storage either. I try to work that in somewhere in the beginning - esp. the no basement as some think that they can live with 2 BR and use the basement.
@Michael Seeker Unfortunately, the area this rental serves doesn't do well when using online only. Although, I am currently taking a few days to re-evaluate my application and advertising strategy and am thinking of trying it again. The last time I didn't allow emails and only included a phone # to call. I may try the email approach and see how that works.
Rental Property Investor · Denver, CO · Member since 2013 · 4k+ posts · 2k+ votes
12y
@Colleen F. Really and truly if you can't put it in the Craig's List ad you should never tell someone it over the phone. It is illegal to discriminate based on family status as it is a federally protected class. HUD has people they hire to call land lords and pose as potential renters (called testers) to see if people are illegally discriminating. If you tell that to a tester you will face heavy fines.
I can relate to your situation but it's sort of like the speed limit. It's not always convenient for me but it's still the law. Note that the fines for fair housing violations are much steeper than for speeding.
Flipper/Rehabber · Arlington, TX · Member since 2013 · 1k+ posts · 2k+ votes
12y
Me: "Hello, Randy Rental, at your service! Can I tell you about this beautiful new house we just finished rehabbing, which ended up costing $5K more than we budgeted?!"
Them: "Yes please"
Me: "First, a few questions... Do you smoke?"
Them: "Oh yes, like 1965 Chevy Impala with bad rings!".
Me: "And how about pets?"
Them: "Yes, we have a Doberman, 2 pit bulls, 6 cats, a gerbil and a lizard!"
Investor · Narragansett, RI · Member since 2013 · 8k+ posts · 4k+ votes
12y
@Bill S. I don't think you understood me correctly. What is illegal about telling the potential single family renters that yes they are going to be living next to a 5 unit apartment but it has year round for the most part non-(college) student renters who are relatively quiet. To me that is the same as saying you are next to xyz business and yes there is a lot of noise or no there is not much. Did you think I was limiting the rental to adults?
As for the apartments they are not students due to price but as far as I know students are not a protected class. The apartments are 1 bedrooms so that is why no children but children aren't excluded. They just aren't there now, that is how the building came.
If you are from the area the student issue is familiar, people ask are there alot of student rentals in the area just like they ask are their kids in the neighborhood. If you are not from the area posting it sounds weird that is why I could put some of it in craigslist but some things just don't lend themselves to that venue. I
Real Estate Investor · Columbus, OH · Member since 2013 · 114 posts · 21 votes
12y
For those who correspond by email...
Do you ask in your ad that they include anything specific in email replies?
If they respond with name and number and I'm interested in seeing the place - do you reply to the email giving more info or asking for more info or just call?
I've never done the email route and am getting ready to try it. Input would be greatly appreciated.
Investor · Narragansett, RI · Member since 2013 · 8k+ posts · 4k+ votes
12y
For student rentals an information sheet and the number to schedule a showing. That is the craigslist ad all over and bold and color for some important points in a letter form. I acknowledge any positives I see in their email that clearly make them a good candidate. If they make a lot of inquiries it is good to have your info attached to your contact so they don't schedule a showing on the wrong house.
Investor · Fort Lauderdale, FL · Member since 2012 · 1k+ posts · 465 votes
12y
For those who advertise on Craigslist do you always include phone numbers with your ads or do you just put an email addy so you basically force them to start the process with email and only include phone number after an initial exchange?
Rental Property Investor · Fredericton, New Brunswick · Member since 2013 · 7k+ posts · 4k+ votes
12y
We include a phone number and began tracking contacts last spring. One trend we are starting to notice is those who contact us via e-mail - and have the auto-responder send them information on the unit being rented, along with an application form, - and subsequently schedule a viewing show-up for the viewing. Those who contact us by telephone and schedule a viewing are only showing up 50% of the time.
Dallas, TX · Member since 2013 · 4k+ posts · 744 votes
12y
I agree a tenant should tell the landlord a little bit about themselves, and the landlord should tell the tenants a little bit about themselves to see if it is a fit for both parties.
Real Estate Investor · Columbus, OH · Member since 2013 · 114 posts · 21 votes
12y
@Roy N. I've seen you mention an auto responder before. Could you share how you do that? What service/program/software do you use? What does your auto response message contain (a personal message, attachments, etc.)?
Rental Property Investor · Denver, CO · Member since 2013 · 4k+ posts · 2k+ votes
12y
@Colleen F. I'm not trying to bust on you. While I understand your intentions are to get a good match for the neighborhood, what you described CAN be considered steering. Steering is a violation of Fair Housing Laws. Steering in it's most basic form goes something like this "You don't want to live in that area because Martians live there and you being a Earthling would not fit in (Martians and/or Earthling being protected classes)" or "You would fit well in that area because there are a lot of Martians are living there now." Age is a federally protected class. Another name for young people is students and you are telling prospects that no students live next door. You are steering older people to your property to the detriment of younger people (students).
Now all that said, I doubt you will ever have an issue with someone looking to rent from you filing a fair housing claim based on what you are doing. Most people don't have time for that or even know what is going on. The fair housing enforcement folks are looking for easy pickings and unfortunately there is plenty of that to keep them busy, so I doubt you would hit their radar. On the flip side, if you did face a claim, I do think they would have some traction.
If you are from the area the student issue is familiar, people ask are there alot of student rentals in the area just like they ask are their kids in the neighborhood.
Realtors in my area won't even answer that "are there kids in the neighborhood" question. They say, "I encourage you to drive around and talk to neighbors." Same thing if they're asked about neighbor's age, race, etc. Ditto if asked "is this neighborhood safe." They say "I encourage you to look up neighborhood statistics with the local news station crime map."
@Roy N. I've seen you mention an auto responder before. Could you share how you do that? What service/program/software do you use? What does your auto response message contain (a personal message, attachments, etc.)?
Gmail, outlook, etc. all have auto-response on first reply. Aka, "vacation auto responder."
Though I think that could make you look like spam to a tenant if the tenant e-mails and they get an instant irrelevant reply that doesn't answer their questions 5 seconds after they send the e-mail. Some Outlook plug-ins and e-mail apps let you set a delay before the auto-response.
Investor · Middletown, NJ · Member since 2008 · 2k+ posts · 1k+ votes
12y
When I get questions about the neighborhoods of my rentals, I can honestly answer "I don't live there". I know what they're really asking, but as someone with a real estate license, I'm very aware of what can and can't be said. As @Jon K.mentioned, one can always encourage tenants to drive around.
Though I think that could make you look like spam to a tenant if the tenant e-mails and they get an instant irrelevant reply that doesn't answer their questions 5 seconds after they send the e-mail. Some Outlook plug-ins and e-mail apps let you set a delay before the auto-response.
Angie, Jon:
I'm one of these old creatures who's been living on the Internet since before it was even called the Internet {long before Al Gore invented it ;) }. Our auto-responder is a home grown affair I've integrated into our mail transfer agent (MTA); it's all UNIX based.
Those plug-ins to mail user agents (MUAs) such as Outlook or Apple Mail are not really auto-responders - they are just an adaptation of the same mechanism that sorts your incoming mail and only work if your MUA reads mail from your inbox.
We setup a unique e-mail address for each unit we are advertising to fill an have the auto-responder send back information specific to this unit. So the chances of sending a tenant an irrelevant response is negligible as these are single purpose e-mail addresses. Actually, sometimes we setup unique e-mail addresses in both our English and French advertisements so our (auto)response will be in the appropriate language.
The responses sent back contain a property specific form letter that also reaffirms to the potential tenant that any specific questions they asked in their initial inquiry will be answered separately ... we just wanted to get the details on the property, information on our Utilities Budget option and an application form (attachment) back to them as soon as possible.
Investor · Narragansett, RI · Member since 2013 · 8k+ posts · 4k+ votes
12y
@Bill S. I sense some law in your background and I do now see your point. Based on your explanation I will say there are a lot of people in my area steering much worse then me. To deny knowledge of the occupants as I own the other building is just strange so I have to think about my approach. Potential SFH tenants ask pointedly are there any kids in the apartment building (presumably for their kids to play with) and are those student rentals so it isn't a case of drive the neighborhood (even if there was one).
Rental Property Investor · Denver, CO · Member since 2013 · 4k+ posts · 2k+ votes
12y
So the way I handle pointed questions is with facts. I would say, "At this time there are X number of children approved to live there. That can change any day. People come and go in the sense that children can go live with other relatives or leases expire and people move on. We don't illegally discriminate and family status is a protected class so we rent to qualified applicants." I do tell people that we screen all applicants carefully. You can tell them all the apartments are one bedroom apartments.
If people ask, "Are those student rentals?" I would reply with something like I don't know what they do with their time but all have a full time job or some other true statement. You can legally communicate other aspects of your management that might discourage student lifestyle. Certainly a student would be welcome if they lived in a manner compatible with your other tenants.