Last week we had the great privilege of sponsoring another Multifamily Insiders webinar featuring Anne Sadovsky entitled, “How To Be Likable in 30 Seconds or Less…And Why You Should!”

Although many see themselves as charming and very likable in person, it can be challenging to convey our endearing personalities to prospects during online chat conversations. The list below offers 7 suggestions for how to be more likable during live chat conversations. These are important pointers for those who interact with online prospects on a regular basis.

#1

Use your introduction to greet and offer assistance. It is also more personable to include your first name in the introduction.
Example: “Hi! This is Ginger, how can I assist you today?”

#2

Be polite by adhering to a give and take approach. Encourage good will by answering a prospect’s initial question first before asking one of your own.

#3

Request the propect’s first name and use it when asking qualifying questions.
Example: “Oh yes, I’m Ginger. What is your name?”…“Hi Mary Ann! When were you looking to move in?”

#4

Continue to offer assistance as you request additional guest card information.
Example: “Mary Ann, would you like to see more photos? If you’ll provide me with your email address, I can send them to you now.”

#5

When inserting shortcut responses into live chat conversations, be sure to do so only in response to frequently asked questions. It is also important to personally review automatic responses before hitting the send button, since some automatic responses can come across rather robotic and impersonal.

#6

Steer clear of sarcasm.  Similar to email communication, sarcasm typically doesn’t translate well in online chat conversations. Humor and intent can be misinterpreted.

#7

End each chat conversation by closing with the prospect’s name and a personal note.
Example: “Thanks for chatting with us today, Ginger. I’m really looking forward to meeting you for a tour of the property 10AM tomorrow morning.”

For additional apartment chat tips and best practices, please follow our updates on Facebook. Happy Chatting!

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