Nine ways to create a safer environment for leasing tours.

Every leasing professional aims to increase traffic and bring prospective residents through the door. Unfortunately, some of these “leads” are not what they seem.

Several months ago, a female leasing agent in Humble, Texas, was allegedly attacked and raped while giving a prospective resident a tour of an apartment. According to police, the male suspect asked to view the apartment and assaulted the woman as soon as they were alone.

Such crimes are not always preventable, but there are several procedures that can be put in place to help create a safer environment. Following is based on a recent online discussion about community safety that appeared on LinkedIn.

1. Require Proper ID

Lisa Gefroh, Division Manager for Fargo, N.D.-based Property Resources Group, says her company does not show an apartment until the leasing agent makes a copy of the prospective resident’s driver’s license. In addition, they ask for a phone number to confirm the appointment. It isn’t always a fool-proof method, Gefroh says, but it does help.

Some apartment professionals also require prospective residents to fill out a “showing request card” with information such as vehicle type and license plate number—both of which should be verified before departing on the tour.

Multifamily consultant Anne Sadovsky, CAM, CAPS, says that it is wise for all management companies to post a sign in the leasing office that reads, “We require a current government-issued photo ID before showing an apartment. Thank you for your cooperation.” Leasing agents should remind prospective residents who call for an appointment to bring an ID.

Although it is legal—and advisable—to require identification, Sadovsky says apartment professionals must avoid doing so in a way that could be construed as a fair housing violation.

“If you photocopy the ID and hand it back, return the photocopy to the prospective resident at the end of the tour or have them witness the destroying of the copy, because there have been issues regarding accusations of companies keeping the copy of the ID as evidence of a prospective resident’s race,” Sadovsky says.

Others such as Independent Rental Owner Nancy Wittenberg prefer to lock the original ID in a drawer in the office during the tour—a deterrent, she believes, for individuals who intend to harm an employee.

“The potential perpetrator sees that their ID is not easily accessible, reducing the possibility of a quick get-away if something bad does happen,” says Wittenberg, who co-owns two communities in Texas. However, Sadovsky cautions that some prospective residents may be paranoid about leaving their ID in the office.

2. Don’t Let Them Know You’re Alone

Sadovsky says leasing professionals should never acknowledge or give the impression that they are alone in the office—even if they are.

“Have a radio playing in the back room and step around the corner and say, ‘I am going to show apartment No. 201,’” Sadovsky says. “No one will realize that you are talking to an empty room.”

Never tell a prospective resident that you can’t show them an apartment because you are alone. If you feel uncomfortable, make up an excuse and ask them to reschedule.

3. Let Team Members Know

Let team members know where you are—or even better, bring them along.

Create a sign-out sheet that employees must complete before showing an apartment, says Debra Cash, President of a property management company based in Rapid City, S.D. In case of emergency, someone should know where you are going and why.

Coni Khatoonian, an Area Property Manager in Lodi, Calif., says her leasing professionals created a code that they use with the maintenance team to alert them (via walkie-talkie) if they feel unsafe. If a maintenance technician hears a leasing professional say, ‘I’m going on a tour if you need me,’ that means they need to stay close in case something goes wrong.

Leasing professionals can also make up a code, such as “bring the green file to apartment 23A,” if they need a maintenance technician to enter the apartment being shown to help diffuse a potentially dangerous situation.

4. Consider Protecting Yourself

Consider carrying materials or devices to protect yourself. One Chicago management company provides its property managers and leasing agents with pepper spray that clips onto their apartment keys. Employees are required to have this with them at all times, whether they are working in the office or showing an apartment.

Shelley Howells, Property Manager at The Reserve at Wynnfield Lakes in Jacksonville, Fla., says she carries a tear gas/pepper spray/UV-dye combo spray. The product comes in a small bottle similar to that of traditional pepper spray.

 “Thankfully I’ve never been in a dangerous situation while touring but I’ve heard many stories from other people and understand that anything can happen, whether you’re at an ‘A’ community or a ‘D’ community,” says Howells, who had a representative from the National Crime Stop Program educate her employees on community safety after several break-ins and thefts occurred in early 2010. “I always try to be aware of my surroundings and use the buddy system when I don’t feel comfortable.”

Some leasing consultants keep products such as wasp spray in a model apartment or on the desk in the leasing office. They are often just as effective as pepper spray or mace, and a prospective resident probably will not give it a second thought.

Others, however, believe it is more dangerous to carry weapons of any kind—including mace and pepper spray.

“My father was in law enforcement for over 30 years and he strongly recommends against carrying weapons, especially firearms, in this type of situation,” says Jen Piccotti, Senior Vice President of Education and Consulting for SatisFacts Research. “These weapons can be easily turned on you and cause even greater harm to leasing agents.”

Sadovsky agrees, saying if leasing agents are going to carry mace or a Taser, they must be sure that they are brave enough to actually use it. She suggests buying a very loud, small alarm that can be carried discreetly.

Most discount retail stores, such as The Dollar Store, carry window alarms that fit easily into coat or pants pockets. Simply breaking the seal emits a piercing noise. The sound, adds Sadovsky, will hopefully distract the perpetrator long enough for the leasing consultant to escape.

Leasing professionals can also protect themselves by carrying their keys in one hand—serving as a make-shift weapon if needed. Also, wearing flats instead of high-heeled shoes will make running from an attacker easier.

“I don’t care how much Tae-Bo a woman does at the local gym—the average guy is six inches taller and weighs 30 pounds more than the average woman and can overpower her quickly,” says Patricia McLoughlin, VP Business Development for Park City, Utah’s PowerHour. “Women should learn to defend themselves.”

5. Open Communication With Others

Always, always, always bring your cell phone with you, according to most apartment professionals. If something goes wrong, be prepared to call the office or to dial 911.

In addition, Cash says her company provides walkie-talkies for leasing agents, and keeps the base radio in the main office.

When starting the property tour, many apartment professionals suggest placing an unnecessary call back to the office. Make small talk with someone or conduct a quick business call and mention where you are and who you are with. By doing this, it lets a prospective resident hear you say his or her name and the address so he or she knows that other people are aware of their presence.

6. Maintain Safe Distance

When showing an apartment, always walk next to or behind the prospective resident—never in front of them, says Kay Lambert, a leasing consultant in Shreveport, La. Let the prospective resident enter the apartment first and stay a few steps back to give yourself time to react in case of an attack. Make sure the blinds are open and the lights are on.

Remain in the entry way of the apartment and invite prospective residents to walk through the apartments on their own; do not follow or lead them into each room. Leasing professionals should always be the ones closest to the exits. Apartment industry consultant Lisa Trosien says leasing professionals “should never, ever go into a small space such as a bathroom or closet with a prospect.”

Some apartment professionals suggest removing the door from the frame in model apartments. If not, keep the door propped open. Trosien suggests requiring leasing professionals to prop open the “entry” door with a door stop.

“This sends a strong signal to the prospect that the door will remain open,” Trosien says. “I am a big proponent of having all doorway doors removed (other than the entry door). I’ll typically leave bi-fold doors on closets but take off walk-in closet doors as well. You can put up new door frames that don’t show where the hinges are supposed to go for that ‘perfect’ look.”

7. Pick a Safe Time and Place

Leasing professionals should never give property tours after hours, after dark or in remote areas.

“I have heard about men who called and asked to look at rental homes in remote areas and then hung up as soon as the leasing agent mentioned bringing her husband or a male co-worker along during the tour,” McLoughlin says. “The best way to avoid an attack is to avoid situations where attacks are likely to occur.”

Brent Sobol, who owns 1,100 apartments in Atlanta, says companies should also consider creating a model that is close to the leasing or management office, where crimes are less likely to occur.

In addition, a single female leasing professional should not show an apartment to a group of men at once. Bring a second leasing agent with you or ask a maintenance technician to accompany you if necessary.

Susan Weston, CAM, CAPS, President of Susan Weston Company and member of the NAA Education Institute faculty, recommends a sign that reads “Model Apartment Homes May Be Viewed Until Dusk.” She says that “this helped us address the last-minute prospect with 30 minutes left on the clock in winter who wanted to see a model because we were still open for business.”

8. Train Employees

The greatest defense is staying alert, listening to your gut, communicating with confidence and having clear policies in place, Piccotti says. Criminals often prey on those they perceive as timid or unsure, and they may be more inclined to take advantage of you if it is clear that you do not have policies in place or you are not following them, she says.

“Don’t rely only on having explained these policies and procedures to your team,” Piccotti says. “This is a prime opportunity to role-play some different scenarios so that every leasing team member has some actual experience in putting their own safety first. No employee should ever feel nervous or unsure about putting their own safety at risk in fear of losing a potential lease.”

Many apartment professionals, such as Gefroh, invite police officers to speak to staff about safety and self-defense once a year. The knowledge Gefroh has gained from such classes has given her confidence when dealing with suspicious men.

 “A man showed up to see an apartment and he had a heavy scent of alcohol on his breath,” she says. “I told him something came up and asked if he could reschedule for the next day and he never came back. I also had someone who seemed to be stalking me because he wanted to see apartments several times and asked inappropriate questions during the tours. The next time he called I brought another leasing agent with me. He didn’t call again to see an apartment.”

9. Be Alert, Trust Your Instincts

Sadovsky says “good common sense” is the best way to protect yourself and your employees. Be consistent about asking for ID. If the prospective resident’s ID isn’t current or is unavailable, don’t show the apartment. Know your surroundings and remain focused.

“The way you handle these situations is very important,” Sadovsky says. “Be polite and explain that it not only is policy but is also for your personal safety. If a prospective resident seems under the influence, abusive, hostile or just plain stumbling, say ‘My boss is in the back office waiting for me to begin a meeting. May I schedule an appointment for you tomorrow?’ Start walking them to the leasing office door and lock it as they go out. If they hang around, call the police.”

Weston describes one incident where the leasing professional was offering a tour to a person who was belligerent and drunk. “She was freaked out but did the right thing—listened as long as she could, gently calmed him down by getting in step with his tirade, gradually escorting him out the door where, fortunately, he got diverted,” Weston says. “Then she returned to her desk, called her manager and wrote down everything she saw, smelled and heard on the back of a guest card.”

Trust your instincts, Sadovsky says, but remember that if you judge a person incorrectly, you don’t want to create a lawsuit or lose a lease.

Lauren Boston is NAA’s Staff Writer. She can be reached at 703/797-0678 or by email.