The 5 Rules of SMS Texting

Business Texting Etiquette for Apartment Professionals
August 7, 2018
Marketing

Over 81% of American adults use their phone to send SMS (Short Message Service) text messages, making it the #1 mobile phone activity. So, why aren’t apartment professionals tapping into this highly-used activity for business? Many property managers and owners assume that renters don’t want to be texted (it’s an intrusion) or the technology simply isn’t available.

Well, we’re here to tell you those two thoughts are flat out false. Here are 5 texting “rules” that every apartment leasing professional can use to start texting prospects and residents.

Rule #1: Have Awesome Texting Technology

Having a tool that was uniquely designed to communicate with prospects and residents via text message is important. Luckily, there are many Real Estate CRM software platforms that were developed with this in mind. When choosing a CRM (Customer Relationship Management) software, be sure to ask if it can:

  • Capture a communication log of all inbound and outbound SMS text messages, as well as emails and phone calls.
  • Receive real-time alerts on both desktop and mobile for fast responses to inbound prospect or resident communications.
  • Can be intuitively learned by leasing staff without causing tension in day-to-day processes.
  • Easily integrates with your existing PMS (Property Management System).

Rule #2: Text Those Who Want To Be Texted

Text is the fastest growing medium over direct mail, email, voicemail and live calls. But, there are still the few that prefer more traditional forms of communication. Sometimes it’s easy to spot traditionalists, like when a landline is shared as their main contact phone number. Other times, it’s not so easy.

It’s best practice to make at least 1 touch over email or a live call before texting. It can sometimes feel like junk mail if you don’t make contact at least once before texting. Also, ask permission! Getting simple permission is great practice, “Would you mind if I sent you text reminders in the future?”

Business Texting Etiquette

Rule #3: Be Fast, Really Fast

Renters have low patience for slow response times.

72% of renters expect a response to their initial inquiry within a day or less.

29% expect a faster response—within a few hours.

9% expect a response in less than one hour.

Be sure to have a tool that has the option for both desktop and mobile alerts so you’re immediately prompted when a communication is received. These notifications should be front-and-center so you can reply quickly when a prospect or resident needs attention.

Rule #4: Don’t Treat Text Like Email

The standard length of a text message is 160 characters; however, today most smartphones can link and rebuild text messages up to 1600 characters. Be warned: just because you can send an essay through a text message does not mean you should!

Keeping texts short-and-sweet with concise, dense information is considered super-efficient for the person receiving it. One of the biggest mistakes you can make is treating a text message like an email.

Forget formal greetings, paragraphs, and closing signatures. Use proper texting etiquette with the key information that you need to get across to a recipient.

Texting Tips for Business

Rule #5: Be Multimodal

Texting is a powerful tool, but not your only one. Still use email and phone calls as a variety of outreach methods and add text messaging for those moments that need quick, attention-grabbing notification. Interspersing your phone calls and attempts with a text is a great way to be keep engagement high with your prospects and residents.

SMS Texting for Apartment Professionals

Opening your property to text messaging can open new opportunity. Take the fear out of implementation by following the 5 rules: get the tech, text the right people, reply fast, respect texting etiquette, and be multimodal. Residents and prospects want to be texted and the technology is here!

Is it okay to text a prospect or resident? Our answer: Absolutely.

References

Learn More

Ready to see LeaseHawk in action?

Fill out this form to learn more.

Related Posts

Marketing

Your Season-by-Season Apartment Marketing Guide

Apartment marketing tips and messaging strategies for the spring, summer, fall, and winter seasons. Maximize your sales year-round with this guide.

August 16, 2018
Marketing

How to Implement Apartment Call Tracking Without Affecting Your SEO

Learn how to maintain your website's search engine optimization (SEO) while using call tracking with dynamic number insertion (DNI). Make your call tracking and SEO efforts work in harmony.

August 16, 2018
Marketing

Track Calls to Leases in 3 Easy Steps

Quick, which ad sources generate the most calls to your multifamily property? What about prospects? Leases? If you don’t know, you could be wasting money on advertising that isn’t paying off. Here’s 3 easy steps you can use to track calls to leases!

August 16, 2018
Events

Top Tips for Attending the 2018 OPTECH Conference & Exposition

The NMHC OPTECH Conference and Exposition, November 14 – 16, is one of the industry’s leading multifamily conferences. With these tips and must-do activities, be prepared for an insightful and informative conference.

November 7, 2018
Events

LeaseHawk at OPTECH: How Fast Is Your Leasing Team?

Join LeaseHawk at the Marketplace Stage during the 2018 NMHC OPTECH Conference & Exposition. Presenting: How Fast Is Your Leasing Team? LeaseHawk Knows. Learn three practices to measure your leasing team’s communication performance, as well as see our latest business intelligence developments.

November 1, 2018
Tech

Your Guide to Understanding Artificial Intelligence

A technical guide for discovering the constantly evolving world of AI (Artificial Intelligence) and how the technology is used to advance business performance for the multifamily industry and beyond.

October 25, 2018

Join Our Newsletter

Get the latest multifamily news, how-to's, infographics and more delivered right to your inbox.