Self showings of properties w/o management present... Thoughts?

[Karen Higgins]

As we are looking at ways to improve our efficiencies and decrease vacancies, the topic of self scheduled showings is on the table. What are your thoughts?  Do you think the "risk" is worth it?  Does anyone have recommended vendors?  I'm looking at Codebox, as we use Appfolio and this is their preferred partner that integrates with the software, but from what I can see, the applicant only needs to enter a guestcacd with their name, email, and phone number.  I've heard of others that require a picture of photo ID uploaded.  Does anyone know what company that might be?

I'd love any first hand knowledge and experience in this area before we jump in.  Thanks for any input you can provide!

[Joseph Cacciapaglia]

The only companies I see doing self showings in my market, are also installing cameras in every unit while it's vacant. I don't think I would take the risk otherwise. We have a different system, where prospective tenants can self schedule showings, but we have a number of people on call to actually meet them at the property to show it. I like this system better, because it provides them with the convenience of self scheduling, but also let's them meet with someone that can answer their questions about the home and the area. I think there is a better chance of keeping them in our network once they've met a member of our team. I've actually watched a number of people go on their self tours, and I don't believe it will work for a lot of people.

Overall, I think you can mitigate the risk of property damage with an app and cameras, but I think you're also risking losing business, because self tours don't have the same stickiness that a good leasing member will provide. Of course, if you don't have a large enough portfolio, then you may not be able to staff a large enough leasing team to actually accommodate all the self scheduling times that prospective tenants would like. If that's the case, self tours may be the best option.

[Ricardo R.]

@Karen Higgins we've considered them but there a few issues/problems we can't seem solve or find an answer to... which is why we currently don't. Some of the issues we foresee are:

1 - Security: Not so much in intended vandalism (although that is a concern) much more along the lines of applicants putting the key back into the box but, not locking up correctly or leaving the door unlocked.

2 - Weather: What happens if a window or door is left open and there is inclement weather which causes property damage? 

3 - Internal damage: Again avoiding the possible vandalism issue... but along the lines of what happens if a sink is left on or a toilet is flushed and overflows... causing property damage? 

A lot of the issues which self-showing systems seem to address only surrounds vandalism (if at all) but, ironically that is the least of our worries considering that most require the applicant to submit a valid ID and payment information... but really someone wanting to 'willingly' vandalize or burglarize a unit would just bypass the whole thing and simply just break in. 

Our issue revolves mostly around the negligent which is impossible and impractical to catch with cameras on the property. During showings with an agent present applicants already turn everything on and finger $%&* everything... with an agent present. Our agents will then will close up and ensure everything is turned off and locked up before leaving. No way to control that with self-showing, unless you're stopping by the property after every self-showing and even then there are still issues. Here are two typical scenarios: 

- Self-showing applicant views the property goes to the bathroom and flushes toilet and walks out not realizing (or realizes it and leaves anyway) that the toilet is now actively overflowing, leaves and locks up. Now what? 

- Self-showing applicant loves the property but is worried about noise, opens the second story window to hear how quite it is and then forgets to close it, it rains that night, causing water damage. Now what?  

This may happen maybe only once in 1,000 showings but, honestly how do you explain that to an owner? "You're property has been damaged and you will now loose out on occupancy until repairs are complete and you may or may not be responsible for the costs?" - That's a pretty bad situation especially considering that self-showing may very well void their insurance and your insurance as well - thousands of dollars in damage, how and who will pay for them and the vacancy associated with such? 

[Mike Cumbie]

I have to fall in line with the others. It sounds great in practice but is much harder to implement properly. Self showing couple walks in after walking through a yard of Dog droppings and right through the house. End of the world? No, but the next self shower walks into a smell they don't like and just leaves. Would have been your 10 year tenant. You also lose the gut feeling when they are walking around. On camera you see them point and look around. If you were there you would hear her say "We can store the radioactive isotopes here in the closet". You can also interact when the comment comes up "We had 218 maintenance requests last year and our landlord was so bad he only fixed like 35 of them, you aren't like that are you?"

Good luck!

[Ricardo R.]

@Mike Cumbie that's another great point. We clean our units before we start showing. Our agents are instructed to take their shoes off and ask applicants to do the same... it conveys that the unit is clean to the applicant and also starts the expected condition for the property. With self-showings we would either have to wait right before a tenant moves in to clean... so in essence show a dirty unit (never good) or do what we normally do... clean prior to a showing, only to have to clean it again before tenant move in - because lets face it... just as you mention... no one is going to take off their shoes or care too much about wiping their feet while trudging mud through a clean unit. Two cleaning bills, pre-showing and post-showing cleaning, again who will pay for that? 

[Steve Vaughan]

I do pretty extensive pre-screening before any showing.  The pre-screening here is what?  Fog a mirror and have an email address?

Showing before even knowing how many animals they have and how much they smoke will never be solved by software.  Pre-screen.

[Matt M.]

@Karen Higgins

Never ever never would I let a stranger go into one of my properties on their own. Seeing and meeting people is also part of my screening process.

[Bryan Scott]

@Karen Higgins.  My version of Self-Scheduled Showings in 2 Steps:

1. Step One:  Direct interested parties to go online to my single-property website and look at my professional still photos, my high-res, 3D, Matterport Tour - including a Walk-Through Video (available inside the Matterport Tour and posted as a separate MP4 video on YouTube or Vimeo), look at my floor plans w/measurements and look at all of my 360 panoramic photos for the exterior of the property.  And, if situation warrants, look at my Aerial Photos or Video.

Like what you see?  Direct them to my online Rental App, Agree to my Terms and Conditions, then pay your App Processing Fee, which qualifies you to attend my next physical OPEN HOUSE, occurring on Sat or Sun following whatever ad you just responded to.

2. Step Two:  Conduct OPEN HOUSE, Sat or Sun from 1-3 or 2-4, for all who completed my Rental App and paid my App Processing Fee.

Still like what you see and want to move ahead?  Perfect!  Now, pay me a refundable HOLDING DEPOSIT of 1/2 my Security Deposit Fee.

After the physical OPEN HOUSE is complete, I will make my selection by close of business on Monday and let you know same day.  Any who I did not approve will receive their deposit fee back 100%.

[James Wise]

Originally posted by @Karen Higgins:

As we are looking at ways to improve our efficiencies and decrease vacancies, the topic of self scheduled showings is on the table. What are your thoughts?  Do you think the "risk" is worth it?  Does anyone have recommended vendors?  I'm looking at Codebox, as we use Appfolio and this is their preferred partner that integrates with the software, but from what I can see, the applicant only needs to enter a guestcacd with their name, email, and phone number.  I've heard of others that require a picture of photo ID uploaded.  Does anyone know what company that might be?

I'd love any first hand knowledge and experience in this area before we jump in.  Thanks for any input you can provide!

 Would depend on the type of portfolio you've got. If you're renting high end stuff the risk may be appropriate. My company we've got 1,000's of sub $1,000/mo tenants so the risk would be insurmountable.

[Alex Goncharov]

There are a lot of No`s to self-showings. As I understand, mostly from people who against that way to do showings. It will be interesting to hear also experience from people who really did this type of showings. Are there really such amount of problems or they mostly come from imagination?