What Really Happens After the Tour?

The Key to Multifamily Leasing Success

The tour is a pivotal moment in multifamily leasing, offering prospects a firsthand experience of a property. However, it’s what happens after the tour that is instrumental to whether they sign a lease or move on. With renters taking longer to decide 5-7 days in many cases the post-tour phase is increasingly critical, especially as a record 518,000 units were built in 2024, heightening competition

Beyond the Tour: Full-Funnel Support

While leasing technology has traditionally focused on top-of-funnel activities like responding to inquiries, there’s a gap in support for the crucial post-tour stage. Tourus bridges this gap by helping teams maintain connections with prospects through text and email channels renters prefer due to their speed and convenience With 95% of texts read within 3 minutes, leasing agents using Tourus send 37% more texts after tours than before, addressing key questions and fostering relationships.

We see heavy text usage after the tour across Tourus users, as this is where prospects have questions, need clarification or more information, and are making their final decisions. In fact, 37% more texts are sent after the tour than before.

Optimizing the Decision-Making Experience

When a prospect continues to engage after the tour, it’s an obvious signal that they’re interested in renting and are often trying to collect information – this is their decision-making stage. It’s important to understand what happens here to optimize the experience for prospects as well as your team.

This year, we saw the majority of post-tour messages focus on questions during the application, highlighting the need for team support and coordination. However, leading up to applying is the opportunity for relationship-building and converting to app. The truth is, a lot of questions prospects ask after the tour were likely answered during the tour and/or can be found on your website. However, they’re coming to you for help making their decision and to get clarity, so it’s important to have strategy, support and resources so that your leasing team can continue to connect with them.

This year, we saw the majority of post-tour messages focus on issues and questions during the application, highlighting the need for team support and coordination when processing applications.

Before prospects apply, the majority of questions are around all-in costs and fees: even if it was discussed during the tour, they want to confirm and understand the all-in costs of moving in and living there. They also want more information on the unit they saw – how many outlets did it have? What floor was it on? Considering prospects on average visit 5-8 units before deciding, things can easily get mixed up. They also inquire about other units they didn’t see (“Does the one we didn’t look at have an island?”) as well as the implications of changing their move-in dates.

Tourus strives to help properties reach their full potential by empowering teams to connect with renters seamlessly and from anywhere. We’re the industry’s first mobile app for leasing teams, and enhance communication between teams and prospects for the best renter experience. With Tourus, leasing professionals can respond quickly to one-off questions via text, getting to the lease faster than ever.

As the industry’s first mobile app for leasing, Tourus equips leasing teams to respond quickly and effectively, reducing friction and accelerating the leasing process. By streamlining communication and enhancing renter engagement, Tourus empowers properties to convert interest into leases faster than ever.