Insights

Let's face it: We live in a digital-driven world where AI and automation are everywhere.

But when it comes to the leasing experience, there’s one big question: Just how much should we lean on technology, and where does the human aspect still make an impact? As we look ahead, the winning formula for leasing success is finding that perfect mix between cutting-edge tech and genuine human experience. Sure, tech stacks can streamline processes, but never underestimate the power of a personal connection in creating standout resident experiences and nurturing long-term relationships.

Why Human Connection Still Matters in Leasing

At its core, leasing isn't just about filling units—it's about forging real relationships. Leasing is more than a transaction; it’s an emotional journey (take it from me, your trusty author, who's moving this weekend, and made a playlist called "Sobbing in the U-Haul"). For many renters, choosing a place to live is a monumental decision, loaded with excitement, nerves, stress, and a lot of questions. This is where the power of great sales relationships shines. A great leasing team can offer more than a digital assistant ever could: real empathy, tailored advice, and a sense of trust that a chatbot just can't replicate.

Human interaction allows agents to customize their approach, addressing each prospective residents unique concerns and aspirations (while still treating everyone equally of course). It’s about walking them through the pros and cons of different layouts, helping them envision their future in a space, or simply being there to listen and support during a potentially stressful time. These small but significant touches can transform a tenant's experience from good to unforgettable.

The Problem With Chronic-Automating Disease

You know how people joke that robots can't feel emotions?

That right there is the key. Having team members onsite who genuinely care about the work, are happy in their roles, and support one another will outperform any automated leasing model. Plain and simple. Good, old fashioned, T.L.C.

While technology brings efficiency, going too far with automation can strip away the warmth and personality that define great leasing experiences. Automated systems are fantastic for the basics—like booking tours, submitting work-orders, or sending follow-ups—but they often fall flat in scenarios requiring a personal touch or nuanced understanding of human needs. It's multifamily for crying out loud. Things break, parking spots get stolen, and incidents happen. Who wants to yell at a robot when you could work with boots-on-the-ground support instead?

Imagine this: A prospect tours a property and has specific questions about the vibe of the neighborhood, the community feel, or even the best spot of the building for morning sunlight. These aren’t the kind of questions an AI bot can handle effectively. Over-reliance on tech can make the leasing process feel cold and impersonal, which could turn off potential renters who crave a more engaging experience.

To be candid: some people genuinely like cold, impersonal, and siloed. But you have to ask yourself: does the majority of a 200 - 500 unit building prefer that?

And let’s not forget, a lack of human involvement can lead to miscommunications or misunderstandings that drive prospects away. Taking the human error out of leasing is one thing, but without that personal connection, renters can easily feel like just another number, which can negatively impact their decision and perception of your property.

The Power of a Blended Approach

The most effective leasing strategies marry the best of both worlds: technology and human interaction. Let tech handle the repetitive tasks—scheduling, initial inquiries, virtual tours—so your leasing agents can focus on what they excel at: building relationships and delivering personalized service. This way, tech isn’t replacing humans; it’s empowering them to do more, better.

A balanced approach boosts efficiency while ensuring every neighbors feels seen and valued. Imagine a prospect seamlessly booking a tour online, then meeting a knowledgeable, welcoming agent who offers insights far beyond what's available digitally. That’s a winning combination—high-tech meets high-touch.

One of the major trends in luxury real estate is the idea of a curated lifestyle. Can a chatbot tell you who makes the best latte at the neighborhood café? Or where to find the best vinyasa flow in the city? Or which Target is the best Target nearby? And if it can, how does it really know the nuances of what makes one spot better than the closest nearby?

Evolving with Resident Expectations

Resident expectations are shifting, especially post-covid and the real estate industry needs to keep pace. While digital tools and self-service options are in high demand, the desire for personal interaction remains strong—especially for significant decisions like choosing a new home. Leasing pros need to stay tuned into these evolving needs and be ready to offer a dynamic, responsive service that meets tenants wherever they are.

You know what they say: what goes up must come down. Soon, we will live in a world where renters will choose a blended property team over a fully centralized one because they're sick of the lapse in human touch.

But for now, renters might love the ease of automated systems and virtual tours. However still value authentic engagement when it comes time to sign on the dotted line. Meanwhile, more traditional or tech-wary renters might prefer more face-to-face interactions throughout the process. By providing options and remaining flexible, leasing teams can cater to a diverse tenant base and elevate the overall experience.

It's Your World, We're Just Renting In It

The future of leasing is all about balance. While technology will undoubtedly play a bigger role, it should never replace the human touch that’s been the backbone of this industry for so long. Leasing professionals who can get ahead of the AI craze and get with this blend—using tech to enhance, not replace, human care—will lead the way in creating engaging, memorable renter experiences.