What is MAA ’ s Follow-up Policy?
Below is a quick guide describing MAA ’ s Follow-Up Policy! You can also find this in more detail by logging into AccessMAA and seaching for Funnel Follow-up and Task Automation Schedule.
Prospect – Toured Sta- tus
Immediate – 48 Hours
3 to 14 Days
14 - 60 Days
Funnel Automation
Immediate: Auto Email Personal- ized for Reschedule/Cancelled/No Show 12 Hours: Auto Email for Complet- ed Tour 48 Hours: Auto Email for Complet- ed Tour
Move in Date in 3 Days: Auto Email
Task- Phone Call
Immediate: Phone Call for Complet- ed Tour due in 24 hours
Day 3: Phone Call for Completed Tour
2 Phone Calls and 1 Email to Mark as “ Did Not Rent ” and select reason
Day 5: Phone Call for Completed Tour
Day 5: Phone Call if No Show/Cancelled Tour
Task- Email
Immediate: Optional Email for Com- pleted Tour and left VM due in 24 hours
Day 3: Optional Email for
Completed
Tour if left VM
Day 5: Optional Email for
Completed
Tour if left VM
Applicant Follow Up
Immediate – 48 Hours
Resident Follow Up
Immediate – Ongoing
Funnel Automation
Day 7: Auto Email/SMS – How is eve- rything going? 75 Days Prior to Lease End: Auto Email - look out for Renewal
Task- Phone Call
2 Hours: Phone Call
Task- Email
2 Hours: Optional Email if not reached by phone Appli- cation Approved, Send Wel- come Home Letter and Resi- dent Guide 48 Hours: Email
Task- Phone Call
Day 1: Phone Call-How was your move?
140 Days Prior to Lease End: Phone
Task- Email
Day 1: Optional Email if not reached by phone
5 Days Prior to Lease End: Move Out Instructions (if applicable)
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