Communities rely on virtual tours more than ever, but have you ever thought to ask renters what they want from a virtual tour? We did! Here are some effective, out of the box, ideas that will exceed renters' expectations and help ensure you never lose another lease as a result of a poor virtual tour experience.

1. Part
1

2. QUICK STATS

3. Quick
Stats
In the last 30 days,
have you been
actively searching
for a new
apartment home?
52%
Yes
SatisFacts
COVID-19 Renter Study, 2020
Have you been
able to view
apartment
communities in
person?
85%
No

4. Quick
Stats
Have you been
able to view
apartment
communities
virtually?
80%
Yes
SatisFacts
COVID-19 Renter Study, 2020
Did viewing
virtually provide
sufficient
information
towards making a
decision?
62%
No

5. Quick
Stats
SatisFacts
COVID-19 Renter Study, 2020
13.5%
31.1%
27.0%
88.5%
Poor video quality Unable to
communicate with
a live person
Amenities not
included in the
online tour
Would prefer to see
in person
Why did you answer “no”?

6. THE NEW JOURNEY

7. Online
research
Make
contact
Meet in
person
Tour
community
Additional
research
Make a
decision
Leasing Pre-COVID-19

8. V
V
V
VOnline
research
Make
contact
Meet in
person
Tour
community
Additional
research
Make a
decision
Major Disconnect = Major Opportunity
Meet in
person
Tour
community

9. VV V
V
V
VOnline
research
Make
contact
Meet in
person
Tour
community
Additional
research
Make a
decision
The Virtual Leasing Journey

10. Renters are
still
searching for
new homes.
Only 2 parts
of the
renter’s
journey has
changed.
Renters will
continue to
decide based
on traditional
factors.
Virtual tours
are only a
part of the
virtual
leasing
process.
Renters still
need to
connect on
an emotional
level.

11. RECOMMENDATIONS

12. Give prospects an opportunity to
connect with you face to face.

13. Why it’s
important
• Best alternative to a leasing interview
• Creates a personal connection
• Shows value for human interaction
• “Memorable moment”
• Puts prospects at ease

14. Best virtual tour option #1:
Live walkthrough
with video chat

15. March 15: 80% increase in requests
for agent-led video tours in one week
March 22: 494% increase in requests
for agent-led video tours
Redfin Blog March 23, 2020
Requests for Video Chat Tours
Beginning of March As of March 22 Difference
.02% 18.9%
94 fold
increase
Live
walkthrough
w/ video chat

16. Jill Thompson, Agent
Redfin Blog March 23, 2020
“During video tours, I become the eye
of the buyer. I’m talking more than I
would on a traditional tour, pointing
out things that would be obvious in
person but that aren’t as clear through
a camera lens, like the quality of
workmanship on any repairs, or
whether or not a room would fit a king-
size bed.”
Live
walkthrough
w/ video chat

17. Live
walkthrough
w/ video chat
• Both parties can ask questions
• Able to show what’s most important
to the prospect
• Continues the rapport
• Most natural for you and them

18. Best virtual tour option #2:
Recorded tours
by videographer

19. Recorded
tours by
videographer
SatisFacts
COVID-19 Renter Study, 2020
“When agents are recording these
video tours, they need to keep in mind
that the person receiving this video will
have to base their decision on that
video. If the video doesn't do a good job
displaying the apartment (i.e., showing
the apartment from different
perspectives, not rushed, more up
close on amenities and details).
Signing a lease is a BIG deal.”

20. Recorded
tours by
videographer
• Viewer sees you and the community
• Helps viewer emotionally connect
with the video
• Allows “hands free” demonstrating
• Creative = memorable

21. Springfield Apartments – Murfreesboro, TN
@springfieldtradition
Managed by Mission Rock Residential
Recorded
tours by
videographer

22. KEY TAKEAWAYS

23. Key
Takeaways
✓ Evaluate every step in the virtual
leasing journey
✓ Find ways to virtually connect with
prospects
✓ Check out other tour videos – do
yours stand out or blend in?

24. Onsite Insites
LIVE!
See you
next
month!