Holofy Spaces Academy - Expert 2/2 : Tenant Testimonial

Expert 2/2

Tenant Testimonial

2 min video call interview ☎️

A tenant testimonial is a short 3 question, 2 minute video call interview using FaceTime/ WhatsApp that you can record on your phone.

Having a person go the extra mile and associate their face to endorse anything is undeniably the ultimate social proof, so it’s well worth the effort - it will make the property go like hot cakes and demonstrate that you don’t just say, but actually do have a great reputation.

3️⃣ key questions

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3️⃣ key questions

1️⃣ What are the top 3 things you loved about living here? Can you show me your favourite feature of the space.

This first question is meant to put the current tenant into a positive frame of mind and the follow-up is for the viewer to see for themselves that the tenant is indeed referring to that specific property and it’s not a random testimonial that’s used across multiple listings.

2️⃣ If you were to have a magic wand, what would be 3 improvements that your landlord could do to make living here even better?

The point is for the tenant to only mention aspects that are under yours and the landlord’s control to change and not just go off on a tangent and list negatives that could stay unsolvable, for example the loud neighbourhood kids. The answer will have a two-fold benefit: firstly, earning the applicant’s trust by revealing negatives and not just positives; secondly, it can function as a way to incentivise landlords to make improvements.

3️⃣ How long have you been here and why are you moving?

Knowing why they are moving is to reassure the viewer that there is no negative motivation to do so.

referring to that specific property and it’s not a random testimonial that’s used across multiple listings.

2️⃣ If you were to have a magic wand, what would be 3 improvements that your landlord could do to make living here even better?

The point is for the tenant to only mention aspects that are under yours and the landlord’s control to change and not just go off on a tangent and list negatives that could stay unsolvable, for example the loud neighbourhood kids. The answer will have a two-fold benefit: firstly, earning the applicant’s trust by revealing negatives and not just positives; secondly, it can function as a way to incentivise landlords to make improvements.

3️⃣ How long have you been here and why are you moving?

Knowing why they are moving is to reassure the viewer that there is no negative motivation to do so.

Invite

Who to ask

This is not something to involve every single tenant in but rather choose those who had an exceptional experience and relationship with you and your agency.

How to ask

Start by mentioning the 3 questions so they can give considerate answers and that it should only take a maximum of 2 minutes to keep it nice and short. If you already have an example video on hand, show it to them, so they know what to expect and see how quick and easy it is. Lastly, schedule the call when they are home and double check if it’s ok for you to record the video call and disclose where you intend to publish it to avoid misunderstanding.

Why video call

Scheduling a video call rather than requesting them to make a video will ensure there are no delays and you get the testimonial in due time to add it to the listing when it goes live on the market. A video done by the tenant themselves, could be too long and mention things that are out of your control, while the rapid fire interview format ensures that the whole testimonial is kept short, sweet and to the point.

Record

Pre - recording

The Basic Do’s and Don’ts apply here too! Ensure the tenant knows the questions, so they can plan ahead their response and actions. Remember the Lights - any that are needed are on, Camera - both your front and rear cameras are clean and clear, and Action - you’ve got a good connection so your interview goes smoothly!

Recording

Encourage the use of both front and rear cameras. If they’re not comfortable with having the camera directly on them, get them to prop the phone up a bit further away. The viewer will also be able to see the tenant and discern whether the response is sincere and genuine through their facial expressions and body language. The rear camera can be saved for showing their favourite features, but make sure they show and then tell. This way viewers can see what it is and hear why they chose it.

Post - recording

Don’t edit the video, even if there was a little hiccup, such as the phone toppling over, leave it in as these particularities make the content raw and honest. It is obvious when a clip has been edited and instead of trusting the testimonial, the viewer could be wondering more about what you have cut out and why.