I’m so proud to announce that the first recipient of the BTLD Right On Ribbon is Greystar’s fabulous Leasing Consultant, Terry Gibson and her team at Four Winds Apartment Homes in Overland Park, Kansas!  In a recent trip to Kansas City, I did some market research by shopping several communities in the greater metro area.  On every shop trip, some communities will fare better than others, but I haven’t had a shopping experience as warm and comfortable as the one that Terry provided me in a VERY long time.  She didn’t stand out from the pack.  She blew the pack away.

In the initial call, not only could I hear her smile, but I found her early Monday morning chipper attitude irresistible.  She worked very hard to pull information from me, but did so with incredible skill, so much so to the point that I didn’t realize how much I’d given her until I got off the phone and recalled the conversation.  She was able to build a strong rapport with me on the phone, and an even stronger rapport with me in person.

When I got to the property, it was immaculately clean and well kept.  You could tell that their manager, Rhonda Addington, and her team took great pride in the property and in their jobs.  There were no tired eyes and no faces lacking smiles.  When I walked in, not only Terry but her co leasing consultant as well stood up.  I honestly wish I had been able to film the reaction to my entrance, because it was the best example of a high service greeting that I’ve ever experienced.

I had not yet shopped a Greystar property prior to my trip to Kansas, so I am not sure if this is standard practice in their company, but I’ve never seen the following technique used anywhere else, and it is awesome!  As I sat down to confirm info, Terry took out not only my guest card, but two applications for me and signed the bottom of them, enclosed them in my brochure and then handed it to me, telling me that she wanted to make sure I had everything I would need.  Cost of application copy: Maybe 7 cents.  Reward for showing that level of confidence that this is where I’d want to live: …whatever that yearly rent adds up to.  She wasn’t arrogant about it, and her actions were proposed and perceived as being exceptionally prepared and helpful.  It was such a subtle close, but her confidence in her property made it incredibly effective.  She literally had me 90% closed on the apartment before we even left the leasing desk.

Terry was on top of everything throughout the tour.  She remembered my dog’s name and even told me she was looking for a bottom floor unit with a patio fence so Fox would have somewhere to lay out.  The conversation never stalled, and even when I posed objection after objection, she overcame them without ever getting stumped, frustrated, or even losing her smile.

She asked for the deposit directly, and she was the only leasing consultant I worked with all day who actually did.  In counting her closes, she tried more than the industry standard of three times to close my lease.  She gave me 5 closes, and I applaud that.  As I told her when she did her final direct close with me, if I actually had a deposit to give her, I would have. 

I applaud Terry, her manager, her team, and the training department at Greystar.  You people are doing something right, working hard, and I want you to know that it shows and sets your product apart.  You’ve trained your people to go above the industry standard, and it shows you’ve taken great care in hiring people who are willing to actually run that extra mile. 

Congratulations again to Terry Gibson and Greystar’s Four Winds Apartments in Overland Park!  If you’re in the KC area, stop by and see these folks to learn a thing or two about how business should be done.  To them, I say, “RIGHT ON!!!!”

If you think your property or an employee you work with is above and beyond the industry standard, I want you to tell me about it! Porter, leaser, maintenance, manager, regional manager or even an executive who makes a big difference – there are no limits.  Nominate them for next month’s Behind the Leasing Desk Right On Ribbon by sending me an email at heather@behindtheleasingdesk.com and telling me how they stand out from the norm.  Not only do they get props from yours truly, but they’re also given a gift card for an amazing multifamily vendor!