guest card guide · guest cards 3 ! name&contact&information&...
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Table of Contents
Creating a Guest Card ................................................................................................................................... 2 Name & Contact Information ................................................................................................................................................ 3 Duplicate Detection ............................................................................................................................................................... 3 Community & Contact Type .................................................................................................................................................. 4 Broker/Referral ...................................................................................................................................................................... 4 Referred By & Reason for Moving ......................................................................................................................................... 6 Additional Information .......................................................................................................................................................... 7 Guest Card Status .................................................................................................................................................................. 7
Recent Guest Cards ....................................................................................................................................... 9 Follow-‐up List ...................................................................................................................................................................... 10 All Guest Cards ..................................................................................................................................................................... 12 Active vs. Inactive Guest Cards ............................................................................................................................................ 14 Converting Your Guest Card ................................................................................................................................................ 15 Manually Converting Your Guest Card ................................................................................................................................ 16
Customizing Your Guest Card Email .............................................................................................................. 17
Invalidating/Restoring a Guest Card ............................................................................................................. 20 Invalidating a Guest Card ..................................................................................................................................................... 20 Restoring a Guest Card ........................................................................................................................................................ 22
Measuring Performance ............................................................................................................................... 24 Conversion Report ............................................................................................................................................................... 26 Complete Guest Card Data Report ...................................................................................................................................... 27
USER GUIDE
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Creating a Guest Card To begin a new guest card click New Guest Card in the top right corner of the page.
Or select Begin New Guest Card from the Leasing menu.
To view an existing guest card, e.g. one that was created previously, submitted by a renter through your website, or created automatically from a phone call or email, select Recent Guest Cards from the Leasing menu. See Recent Guest Cards on page 9. To view a converted guest card, i.e. one that is now an application, select View Recent Leasing Activity from the Leasing menu. See Converting Your Guest Card on page 15.
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Name & Contact Information On the guest card page, complete all the required fields as denoted by the red asterisks. Either a phone number or an email address is required to create a guest card.
Keep in mind that the more information you enter now, the less you’ll have to enter when you convert the guest card into an application. See Converting Your Guest Card on page 15.
Duplicate Detection On-‐Site uses the Last Name, Email and Phone fields to check your guest card against existing, active guest cards for possible duplicates. Active guest cards are those that have a convertible status. Guest cards that have been converted into an application are not included in the duplicate search. If On-‐Site detects a possible duplicate, you’ll be prompted to combine the guest cards. If the guest cards are duplicates, click Combine. Otherwise, click Not a Match.
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Community & Contact Type If you have access to multiple communities, make sure you’re entering the guest into the right place using the Community menu. Contact Type indicates the initial mode of contact whether it was an Internet inquiry, phone call or in-‐person visit to the office.
Broker/Referral If applicable, select a broker or referral from the Broker/Referral menu. If your broker or referral isn’t listed already, select Broker or Referral from the bottom of the menu to add them. You should use a business card or website to confirm the company name before adding.
You can also add, edit or delete brokers and referrals from the Brokers/Referrals page. Keep in mind that deleting a broker from the Broker/Referral menu will also remove them from other guest cards and your reporting.
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To get to the Brokers/Referrals page, click the Settings menu and select Company, Region or Property (depending on the level at which you want the changes to occur).
Click the Guest Cards tab, and then click the Brokers/Referrals sub-‐tab.
Click the button to add a new broker or referral. Check the box to remove a broker or referral. Rearrange brokers and referrals as they appear within their menu by clicking and dragging the Drag Me box.
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Referred By & Reason for Moving The Referred By and Reason for Moving questions appearing under Guest Card Summary can both be customized.
To customize the Referred By and Reason for Moving menu options, click the Settings menu and select Company, Region or Property (depending on the level at which you want the changes to occur).
Click the Guest Cards tab, and then click the Marketing Sources or Move Reasons sub-‐tab (depending on which category you want to change).
Click the button to add a new marketing source or move reason. Check the box to remove a marketing source or move reason. Rearrange sources and move reasons as they appear within their respective menus by clicking and dragging the Drag Me box.
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Additional Information The questions appearing under Additional Information help you gain a better understanding of your renters. These fields are all customizable, but you’ll need to contact On-‐Site to do so.
Guest Card Status To finish your guest card you’ll need to enter a Status. The options that appear under the Status menu depend on the Contact Type. For example, the Received Phone Call status can only be selected if the Contact Type is Phone. Similarly, the Guest Was Just Looking status only appears if the Contact Type is set to Visit. Some guest card statuses can be converted into an application, while others can’t. For example, Turned Away Because of Rent is not a convertible guest card status. If a guest card is set to a status that can’t be converted into an application it becomes an inactive guest card. See Converting Your Guest Card on page 15. See also Active vs. Inactive Guest Cards on page 14.
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You can create your own custom statuses, decide which contact types they are associated with and decide if they can be converted into an application. To create your own custom statuses or edit existing statuses, click the Settings menu and select Company, Region or Property (depending on the level at which you want the changes to occur).
Click the Guest Cards tab, and then click the Statuses sub-‐tab.
Click the button to add a new status. Check the Remove box to remove a status. Rearrange statuses as they appear within the Status menu by clicking and dragging the Drag Me box. To associate a status with a contact type, check the appropriate contact type box. To make a status convertible, check the Convertible box.
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Recent Guest Cards The Recent Guest Cards page is where you manage your guest card activity. You can find the page by selecting Recent Guest Cards from the Leasing menu.
The Recent Guest Cards page features two tabs. The Follow-‐up List tab shows all guest cards with pending follow-‐ups, while the All Guest Cards tab, as the name suggests, shows all your guest cards, whether or not they are pending follow-‐up.
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Follow-‐up List All guest cards requiring follow-‐up appear under the Follow-‐up List tab. Guest cards are organized by due date, i.e. those pending follow-‐up today, tomorrow and anytime after tomorrow. Click the appropriate guest card to take action and follow-‐up.
Check the Completed box to mark the guest card follow-‐up as done. If the guest card is marked for an email follow-‐up, you can send an email directly from the guest card by clicking Send email now.
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If you need to change the type of follow-‐up, the follow-‐up date or the follow-‐up time, click Edit and enter the new follow-‐up information. You can also enter a note so other people know why you made the change.
Every time a guest card is followed-‐up on, a new follow-‐up will be set until the guest card is converted into an application or changed to an unconvertible Status, e.g. Under Income Limits. Guest card follow-‐up timetables are based on apartment industry standards.
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All Guest Cards The All Guest Cards tab gives you an at-‐a-‐glance view of all your guest card activity, whether or not the guest cards are pending follow-‐up. You can also use the All Guest Cards tab to change the leasing agent assigned to the guest card and quickly convert the guest card into an application.
Use the search box to find a guest card by name.
Use the menus to filter the guest card view.
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Assign a guest card to a leasing agent for follow up by selecting the agent’s name from the Agent menu. Contact your manager if you need to assign a guest card, but don’t have the required permission level.
Click Apply to convert the guest card into an application.
The icons on the Recent Guest Cards provide visual clues about your guest cards. Hover over any icon to learn more.
Indicates the the guest’s ID card was scanned
Indicates a possible match with an existing guest
Indicates phone contact type (gray means the guest card is not active)
Indicates Internet contact type (gray means the guest card is not active)
Indicates the walk-‐in visit contact type (gray means the guest card is not active)
Indicates an incomplete online application
Guest cards created from an incomplete online application have their own special icons that provide information about the status of the application.
Indicates the applicant’s info is complete
Indicates the applicant’s info is in progress
Indicates the applicant’s info is incomplete
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Note that guest cards created from an incomplete online application will not appear on the Recent Leasing Activity page until you manually convert the guest card into an application or the applicant resumes and submits the online application himself. Once you manually convert a guest card created from an incomplete online application, the applicant will no longer be able to resume and complete the application himself. See Manually Converting Your Guest Card on page 16.
Active vs. Inactive Guest Cards There are three stages of a guest card:
1. An Active guest card is one that is set to a status that can be converted into a lease, e.g. supplied guest with further information.
2. An Inactive guest card is one that is set to a status that cannot be converted into a lease, e.g. turned guest away because of pets.
3. An Invalid guest card is one that has been marked as invalid, e.g. a guest card created from spam or a wrong number. See Invalidating a Guest Card on page 20.
By default, the All Guest Cards tab displays only active guest cards. However, you can display both active and inactive guest cards by selecting All Guests from the menu pictured below.
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Converting Your Guest Card The goal with any guest card is to convert it into an application and close a lease. There are two ways to convert your guest card into an application:
1. Let the renter convert the guest card themselves. If your renter completes the guest card himself using your website contact form, then he can convert the guest card into an online application via the automated response email he receives after submitting the guest card. Similarly, if you complete the guest card on the renter’s behalf and include an email address, you can click Invite to Apply on the guest card page, which will send the renter an email invitation to apply online. The renter can then convert the guest card into an online application by following the link in the email.
See Customizing Your Guest Card Email on page 17. Verification users: If your renter converts the guest card himself and submits an online application, you’ll need to get a pen & paper, signed authorization from the renter to complete the verification process.
2. Convert the guest card manually. Whether you completed the guest card on the guest’s behalf or they
completed it themselves using your website contact form, you can manually convert the guest card into an application. However, it’s a good idea to obtain a pen & paper application from the guest before converting a guest card manually.
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Manually Converting Your Guest Card To manually convert a guest card, select Recent Guest Cards from the Leasing menu.
Click the All Guest Cards tab.
Click Apply to convert the guest card immediately.
Or click Details to review the guest card before converting. When you’re ready, click Convert to Application.
Once a guest card is converted in to an application, you won’t be able to go back and edit the guest card. Subsequently, information contained within the guest card will appear in your reports indefinitely.
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Customizing Your Guest Card Email An automated response email is sent out when:
1. A renter completes a guest card via the contact form on your website. 2. You complete a guest card on a renter’s behalf and include an email address. Contact Client Services to
enable this feature. 3. A renter begins an online application but fails to finish it. Contact Client Services to enable this feature.
To customize your guest card email, click the Settings menu and select Company, Region or Property (depending on the level at which you want the changes to occur).
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Click the Lease Policies tab, and then click the Email Notifications sub-‐tab.
Select Contact Us response from the Notification Type menu.
Create a Subject and Message for your email.
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Upload a Header Logo for your email. Enter a From email address, Salutation and Closing. Note that changes to the From, Salutation and Closing fields apply across all of your email notifications.
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Invalidating/Restoring a Guest Card
Invalidating a Guest Card Spam, wrong numbers, personal communications, etc. create invalid guest cards. To invalidate a guest card, select Recent Guest Cards from the Leasing menu.
Click the All Guest Cards tab and click the guest card you want to invalidate.
Check the Mark as Invalid box and select a reason for invalidating the guest card, then click Save.
Contact your manager if you need to invalidate a guest card, but don’t have the required permission level.
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The reasons for invalidating a guest card can be customized from the guest card settings page. To create a new guest card invalidation reason, Select Company, Region or Property (depending on the level at which you want the guest card changes to occur) from the Settings menu.
Click the Guest Cards tab, and then click the Reasons for Invalid sub-‐tab.
Click Add New Reason.
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Click the button to add a new invalidation reason. Check the box to remove an invalidation reason. Rearrange reasons as they appear within their respective menu by clicking and dragging the Drag Me box. By checking the Block Phone Numbers box, any guest card marked as invalid for the given invalidation reason will have the associated phone number blocked from creating guest cards in the future. For example, if you create an invalidation reason called Telemarketer and check the Block Phone Numbers box, the next time you receive a phone call from a telemarketer, you can mark the associated guest card as invalid and select Telemarketer as the reason, and any future calls from that phone number will not create a guest card.
Restoring a Guest Card To restore a previously invalidated guest card, navigate to the All Guest Cards tab by selecting Recent Guest Cards from the Leasing menu.
Click the All Guest Cards tab.
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Filter the view by Invalid guest cards.
Click the invalid guest card you want to restore. Uncheck the Mark as Invalid box.
Enter the reason why you are restoring the guest card.
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Measuring Performance To view your guest card reporting select Guest Cards from the Reports menu.
Select Conversion Report or Complete Guest Card Data.
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To understand the Conversion Report it’s helpful to first understand what each of the statuses on the report mean, using the chart below.
Guest Cards Active A guest card that is set to a status that can be
converted into a lease, e.g. supplied guest with further information
Inactive A guest card that is set to a status that cannot be converted into a lease, e.g. turned guest away because of pets
Guest Card Conversions (i.e. guest cards that are now leases) Canceled A lease in which the renter’s application has been
withdrawn Rejected A lease in which the renter’s application was rejected
due to a failure to meet your rental qualifications. Pending A lease in which a decision to cancel, reject or
approve the renter’s application has not yet been made
Approved A lease in which the renter’s application has been approved for move-‐in but a move-‐in date and unit have not been set
Leased A lease that has been approved, has a move-‐in date set and has a unit set
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Conversion Report The Conversion Report shows you a snapshot of guest card activity—from creation through conversion and ultimately to a signed lease. Click any figure to view the specific guest cards or leases associated with that figure. The Conversion Report tracks any custom guest card questions you may have added to your guest cards. See Additional Information on page 7. To view guest card reporting based on a specific question, select the question from the menu below.
Click Export This Data to save the Conversion Report to a CSV spreadsheet file.
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Complete Guest Card Data Report The Complete Guest Card Data report gives you a complete look at the lead data that you collected through the questions on your guest card, e.g. Contact Type, Referral Source, Move Reason and Additional Information. Leases under the Leased category are displayed according to the move-‐in date. For example, a lease closed in April (approved, with move-‐in date and unit set) with a move-‐in date of May will not appear under the reporting for the month of April, despite being closed in that month. The lease will instead appear under the reporting for the month of May since that is the month in which the move-‐in date is scheduled. To get a complete view of your guest card to lease activity, including leases with move-‐in dates in the future, set the report filter to display the full year’s data.
Click Export This Data to save the Complete Guest Card Data Report to a CSV spreadsheet file.