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 searching for Funnel Follow-up and Task Automation Schedule.
Prospect – Tour Scheduled
Immediate – 48 Hours
Immediately : Auto Email Personalized for Reschedule/Cancelled/ No Show
Funnel Automation
Immediately : Auto Email—Tour Confirmation
24 Hours Before : Reminder #1
20 Minutes Before : Reminder #2
10 Minutes After : Auto SMS Self-Guided Check In
Task- Phone Call
Immediately : Phone Call—Due in 2 hours—Tour Confirmation Details
Prospect – Toured Status
Immediate – 48 Hours
3 to 14 Days
14 - 60 Days
Funnel Automation 24 Hours : Auto Email for Completed Tour 48 Hours : Auto Email for Completed Tour
Move in Date in 3 Days : Auto Email
Immediate : Phone Call for Completed Tour - Due in 24 hours
Day 3 : Phone Call - Post Tour/ Encourage Applying - Due in 24 hours Day 7 : Phone Call - Post Tour/ Encourage Applying - Due in 24 hours
Task- Phone Call
Applicant Follow Up
Immediate – 48 Hours
Resident Follow Up
Immediate – Ongoing
Task- Phone Call
150 Days Prior to Lease End : Phone Call - assign to Property Manager - Due in 10 days
Task- Phone Call
2 Hours : Call - Prospect Applied - Due in 24 hours Immediately : Email - Application Approved - Send Welcome Home Letter and Resident Guide - Due in 48 hours
Task- Email
Task- Email
5 Days Prior to Lease End : Move Out Instructions (if applicable) - Due in 24 hours or mark N/A
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