In early 2020, America found itself grappling with COVID-19, the nation’s most serious public health threat in a century. Out of necessity, operations in leasing offices went online, interrupting the long-standing practice of meeting prospective tenants face-to-face.
Property managers learned a great deal from March through May about which parts of the leasing process work well online, and which require a more personal touch to meet prospective tenant expectations. Now, as offices around the country begin the process of re-opening, property managers must take the lessons of the past few months and re-imagine the leasing process in this “new normal.”
Read on to learn how you can keep your leasing office sanitary and safe for tenants and staff alike, both during this coronavirus pandemic and in the future.
Evolving Insights About COVID-19
Everyone is grappling with the reality that COVID-19 is a novel or previously unknown virus. Fortunately, new research and real-world data consistently add to an expanding knowledge base, which can help guide property managers as they begin the work of re-opening their leasing offices.
For example, in May 2020, the Centers for Disease Control (CDC) updated its information. It now sees respiratory droplets as the primary means of viral transmission. In a media statement, the CDC said, “The primary and most important mode of transmission for COVID-19 is through close contact from person-to-person.” This highlights a need to maintain six-foot social distancing when masks are not in use.
Additionally, the CDC is reassessing the threat of transmission via contaminated surface. The CDC says, “it may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but this isn’t thought to be the main way the virus spreads.”
All of these facts can help guide property managers as they begin to formulate a plan for re-opening their leasing offices. Property managers can also look to industry best practices at this time. Consider re-opening resources published by trusted sources such as the Institute of Real Estate Management or the National Multifamily Housing Council.
Many property managers are embracing a gradual re-opening with frequent reassessments in order to keep clients and staff safe. There is little precedent for this re-opening process, so constant monitoring and mitigating risk are essential and leasing offices must be nimble enough to respond to changing circumstances.
Tips for Re-Opening
Many property managers are embracing a gradual re-opening with frequent reassessments in order to keep clients and staff safe. There is little precedent for this re-opening process, so constant monitoring and mitigating risk are essential and leasing offices must be nimble enough to respond to changing circumstances.
Maintaining social distancing throughout the re-opening process is essential. When six-foot social distancing cannot be assured, consider the use of employee masks. Also, offer masks to visitors to help them feel more comfortable. Masks are particularly important in closed-in places like elevators.
Consider adding hand sanitizer stations in and around leasing offices and high-traffic areas. To further promote social distancing, reconfigure furniture in offices and lounges. When appropriate, spread out your staff by converting unrented units into single-person offices.
Routine disinfecting of common surfaces remains a priority for the foreseeable future. Leasing offices, security desks, elevators, common areas, bathrooms, and gyms require disciplined attention. This includes high-touch spots like elevator buttons, door handles, counters, and desks.
Tours: Virtual, Self-Guided, or Guided
Given the challenges accompanying re-opening, online services that are working well should remain in place, such as connecting with inquiring renters via phone, text and email.
Virtual tours remain a viable alternative at many properties. Leasing offices that embrace virtual tours face less pressure as re-opening proceeds. Still, Multi-Housing News noted how one company saw a rapid shift from virtual tours to a preference for in-person visits due to “stay at home fatigue.” Self-guided tours met tenant expectations while safely allowing separation between staff and prospective tenants.
For increased safety during this period of re-opening, consider screening prospective tenants prior to in-person showings. Use screening questions already embraced by healthcare organizations. When answers suggest evidence of possible infection, it’s vital to reschedule or point potential tenants to virtual tours.
Despite screening efforts, a contagious individual might still show up. That’s why the proper use of masks and disciplined social distancing are essential to protect employees.
Thorough Communication & Sending the Right Message
Another task for property managers is to guard against complacency. COVID-19 is an invisible foe all too easy to forget about on sunny summer days. Communication is key throughout the re-opening process. Look for ways to reinforce standards regarding good hand hygiene, social distancing, and cough etiquette. Communicate in relevant languages via website, social media, pamphlets, and public postings.
Make clear what individuals should do if they should develop any COVID-19 symptoms. Emphasize the importance of self-isolating and seeking immediate medical advice, and maintain office policies that encourage employees to act responsibly.
Additionally, it is inevitable that prospective tenants will compare your leasing office with others. Clear, well-communicated standards and meticulous cleaning go a long way to send a positive message that reassures visitors and sets your leasing office apart from the rest.
Cultivating a Culture of Cleanliness Beyond COVID-19
A clutter-free, germ-free office creates a pleasant environment, boosting employee morale and enhancing productivity, even when the country is not in a pandemic. It’s important to consider your future cleaning strategies beyond COVID-19.
Considering using commercial cleaning services on a more regular basis. Trained professional cleaners know how to sanitize bathrooms, leasing offices, and public areas. They are more keenly aware of government requirements and EPA-approved cleaning compounds.
After all, cleanliness is more than good policy. It is the subject of federal, state, and local regulations. For example, a portion of the Occupational Safety and Health Act requires employers to maintain a safe, healthy work environment.
Learn More About Draper and Kramer
Tenant health and safety is a top priority for the Draper and Kramer team. To learn more about Draper and Kramer’s portfolio of luxury properties and how you can safely visit them via virtual and self-guided tours, visit draperandkramer.com.
