Common for multiple no-shows from Zillow?

[Karen Kasjaniuk]

We listed our new duplex on Zillow and had over 20 folks request to schedule a tour.  I responded to all immediately (email and/or phone) and probably 15 didn't respond at all and 3 no-shows after scheduling a time.  Is this normal or am I doing something wrong? 

[Wesley W.]

Here's what I did after playing the role of the Maytag repairman, waiting for someone to show up for their appointment and they never do.  I set up a system where I can filter out most people before a showing.  I used to like to have a lot of showings scheduled, but I quickly came to realize that tenant placement is more about quality rather than quantity.

It all starts with my ad, within which are several questions I request be answered in their response to my ad.  Here they are:

1.) Your first and last name, email address and phone number
2.) Total number of people that would occupy the apartment
3.) Proposed pets (size/breeds)
4.) Monthly pre-tax income for household
5.) Date you wish to move in

6.) Do you currently have enough funds to pay first month’s rent, last month’s rent, and a security deposit?

Next, here's a canned email response I use for everyone who answers my ad with the aforementioned questions answered.  If they don't answer my questions, I know they have not read the ad and are just clicking and "tire kicking" or they lack the intellectual focus for me to have any business relationship with them.   Anyhoo - here is the email response:

Thank you for your interest. We have a minimum income requirement to qualify for this unit (3 times monthly rent); based on your email, it appears you meet those qualifications.

Regarding pets, we allow cats and most dog breeds except for the following:

• -any breeds/mixes known under common parlance as “Pit Bull”
• -Rottweiler
• -Doberman Pinscher
• -German Shepherd
• -Alaskan Malamute a.k.a “Husky”
• -Chow Chow
• -Great Dane
• -St. Bernard
• -Akita
• -Wolf hybrids

Unfortunately, these are prohibited for insurance reasons. We require a one-time nonrefundable pet fee of $200 (per pet) that is good for your entire length of residency. We do not charge any “pet rent” beyond this initial fee. We typically like to meet your pets at some point in the process, too.

Our tenants’ safety and the peaceful enjoyment of their home is important to us, so we do a credit/criminal background check on all applicants aged 18+. Big concerns are bankruptcies/repossessions/evictions and crimes against people/property. If you don't foresee any major stumbling blocks (or, if you do, and would like to discuss confidentially - we can certainly do that), I'd be happy to set up a showing for you. Let me know what you think.

As a matter of information, smoking is prohibited inside our rental units.

If you decide that the apartment would meet your needs and wish to proceed with the application process, a “deposit to hold” binder equal to a month’s rent would need to be collected at that time. This holds the unit for 5 to 7 days until the lease signing, and once the rental agreement is signed this becomes the first month's rent. At the lease signing, you will need to put down another $1650, which will be the security deposit ($825) and last month's rent ($825). So, the total move-in costs (not including pet fees, if applicable) would be $2475, all paid prior to lease signing.

Also, we would need copies of the two most recent pay stubs and photo ID for all applicants aged 18+ (I can scan at the showing) to begin the verification process, which only takes a few days.

Since choosing a place to live is a very personal decision, please feel free to do a “drive by” of the property, located at 123 Main St, so you can get a “feel” for the neighborhood. (I will ask that, out of respect for our current tenants’ security and privacy, to please wait until your showing appointment before walking the property.)

If everything above is agreeable to you, let me know your availability and I'd be happy to take you through the apartment.

Thank you, and I look forward to meeting you at the showing!

Note how I reiterate the qualifying criteria as well as itemizing what the move-in costs will be.  I also suggest a drive-by so they are not unpleasantly surprised by the neighborhood when they to the showing, and just keep on driving by anonymously as I wait outside.  This email gives people yet another opportunity to self-select out of the application process based on my expectations and criteria before an actual showing in scheduled.

If they do request a showing, I send them this email:

Hi Sally,

How about Thursday at 7 pm? If that works for you, please reply to this email to confirm and I will add you to my showing appointment book.

Also, as a means of courtesy to both our busy schedules, please confirm via text or phone call at least 2 hours prior on the day of the showing to my cell phone (area code and number).

I’ve also attached our rental application. I will have hard copies at the showing, but if you print and fill them out prior to the showing, this would save us both some time should you want to expedite your application in the process.

I look forward to meeting you on Thursday!

If they have not confirmed an hour prior to their appointment, I send this text to their phone (which was required as part of their contact information I required in the response to my ad):

As I had requested in my email, you have not yet confirmed your apartment showing for this evening, scheduled for 7:00pm. If I don’t hear from you in the next 10 minutes, I will assume you aren’t attending and I will move on to my next appointment.

Using this system as dramatically reduced any wasted time I used to endure as part of the showing process.

I have all of these paragraphs set up so I just cut and paste as I get responses. (I have several versions based on how they answer the initial questions, but it's all at my fingertips for clicking and dragging into a response.)

Hope this helps!  It really has helped me.