Leasing Offices in a Digital World

Are We Moving Beyond In-Person Tours?

Leasing offices have long been the cornerstone of multifamily property management. They’ve served as the place where potential residents step in, ask questions, and finalize their decisions. But with the rise of digital tools, immersive virtual experiences, and AI-powered services, the leasing process is evolving. The question now is: are we moving beyond in-person tours, or will they remain essential to the leasing experience? As technology continues to change the way we interact with property management, it’s clear that the multifamily industry is entering a new phase. Virtual tours, automated applications, and 24/7 online communication have made it easier than ever for prospective residents to explore properties from the comfort of their own homes. The benefits of these tools are undeniable: convenience, accessibility, and speed. But do they signal the end of traditional in-person leasing, or is there still a place for face-to-face interactions?

THE DIGITAL SHIFT: VIRTUAL TOURS AND ONLINE TOOLS

The move towards digital leasing tools didn’t happen overnight. It was a gradual transition, fueled by both consumer demand and technological advancements. Virtual tours, once seen as a nice add-on, are now an essential part of the leasing process. The appeal of virtual tours is clear. Prospects can explore units on their own time, from anywhere, without the need to schedule a physical tour or drive to the property. These digital tools not only offer convenience but also provide a more efficient way for property managers to showcase their units to a wider audience. Self-guided tours are on the rise, giving prospects the freedom to roam the property without being tied to an agent’s schedule. In addition to virtual tours, property managers are leveraging AI-driven platforms to manage leads, automate follow-ups, and answer questions around the clock. Chatbots and virtual assistants can respond instantly to inquiries, helping prospects move through the leasing process faster and more efficiently. These tools also allow leasing agents to focus on higher-priority tasks, like closing deals and building relationships with tenants.

ARE IN-PERSON TOURS STILL NECESSARY?

Despite the convenience of digital tools, in-person tours are far from obsolete. Many prospective renters still value the personal touch of meeting leasing agents, asking questions on the spot, and experiencing the property firsthand. In fact, a study by the National Multifamily Housing Council found that 58% of renters prefer in-person tours when making their final decision. In-person tours allow prospective residents to get a feel for the space that
virtual tours simply cannot replicate. They can experience the natural light in the living room, feel the texture of the flooring, and get a true sense of the community atmosphere. Leasing agents also have the opportunity to answer detailed questions and address specific concerns, creating a more personalized experience for the renter. However, as we move toward a more
digital world, the role of in-person tours is changing. They no longer need to be the first step in the process. Instead, they serve as a way to close the deal, allowing tenants to make a final,
personal connection with the property before signing a lease. For many, an in-person tour might be the last step before committing, especially if they’ve already experienced the property virtually.

BLENDING DIGITAL AND IN-PERSON EXPERIENCES: THE HYBRID MODEL

Rather than seeing digital tools and in-person tours as competing forces, many property managers are finding success by blending the two into a seamless, hybrid leasing process. Virtual tours and digital tools can handle the initial stages of the leasing journey, allowing prospects to explore properties and submit applications at their own pace. From there, leasing agents can step in to finalize the deal, offering personalized attention, answering
specific questions, and providing the human touch that can make all the difference.
The hybrid model offers flexibility for both prospects and property managers. Prospective residents can tour the property virtually, apply online, and then schedule a final in-person visit to review the lease and finalize paperwork. This streamlined approach makes the leasing process more convenient for everyone involved while maintaining the value of in-person interactions when it matters most. For property managers, this hybrid model also allows them to manage their time more effectively. Instead of conducting countless in-person tours, they can focus on the most qualified leads and use digital tools to nurture prospects who are still in the early stages of their search. This saves time and increases efficiency, helping leasing teams handle more leads with fewer resources.

THE FUTURE OF LEASING

The future of leasing offices is undoubtedly digital, but that doesn’t mean the human element is disappearing. In fact, the shift towards digital-first leasing may actually increase the need for personal touches throughout the process. Renters are still looking for a sense of connection
and trust, and property managers who can build these relationships, whether digitally or in person, will have the upper hand. Here are a few ways property managers can embrace the future of leasing while maintaining personal connections:

• LEVERAGE TECHNOLOGY FOR EFFICIENCY:
  Use virtual tours, automated applications, and digital document signing to streamline the leasing process and reach a broader audience.
• OFFER HYBRID TOURS:
  Combine the convenience of virtual tours with the personal touch of in-person visits. Allow prospects to get a feel for the property digitally, then bring them in for a final, personal tour.
•  PERSONALIZED COMMUNICATION:
  Use digital tools to automate communication, but always follow up with personalized touches. A quick call or email from a leasing agent can go a long way in building trust.
• FOCUS ON CUSTOMER SERVICE:
  With digital tools handling the initial stages of the leasing process, leasing agents can focus on providing exceptional customer service to close the deal.
• STAY ADAPTIVE:
  The needs and expectations of renters are constantly changing. Keep an eye on new technologies and be willing to adapt to ensure you’re offering the best leasing
  experience possible.

MOVING FORWARD WITH A DIGITAL-FIRST MINDSET

Leasing offices are evolving, and the digital-first model is undoubtedly here to stay. Virtual tours, automated communication, and AI-driven platforms are changing how we engage
with prospects and lease apartments. However, in-person tours and human connections still have a critical role to play, particularly when it comes to closing the deal and offering that
personal touch that renters value. The future of leasing isn’t about choosing between digital and in-person; it’s about finding the right balance. Properties that embrace both digital
tools and human connections will be well-positioned to meet the changing needs of renters and remain competitive in an increasingly digital world. As the multifamily industry continues to evolve, property managers who stay ahead of the curve and adapt to new technologies will be the ones who thrive. The question isn’t whether in-person tours will survive, but how
can we blend the best of both worlds to create an optimal leasing experience for renters in 2025 and beyond? The future of leasing is digital, but it’s also personal. The key to success is
finding the right balance.

Ashley Tyndall, Director of Business Development at Criterion B. Agency.