A property viewing often falls through for one of five reasons: the customer has not confirmed the appointment, the address and meeting point are unclear, the owner or tenant does not know about the viewing, the keys or access are not ready, or the property does not match what the customer is looking for. Most of these can be prevented with a short confirmation message sent the day before and a quick check inside the agency. Below you will find what can be done for each reason, example messages and a checklist for before the viewing.
The cost of a viewing that falls through is not only lost time. The agent may have set off, the owner may have tidied the home, the tenant may have taken time off work; it may become harder to ask the same people for the same effort next time.
⚡ Example scenario: An agent arranges a Saturday afternoon viewing of a flat for rent. The appointment was agreed with the customer on Wednesday, with no messages since. The agent waits in front of the building and cannot reach the customer. In a message that evening, the customer writes that they thought the appointment was the following week. Meanwhile the tenant, who stayed home to open the flat, has also set aside part of the day for nothing.
Five Situations Where a Viewing Falls Through
The customer has not confirmed
If the appointment was agreed days earlier by phone or in a short message, the customer may have mixed up the day and time, double-booked it with another property or changed their mind. When no confirmation is requested, the agent may only find out at the meeting point.
The address and meeting point are unclear
Blocks within a complex, streets with the same name or buildings entered from the back can send the customer to the wrong place. Saying "let's meet in front of the building" may not be enough if it does not say which entrance.
The owner or tenant does not know
A viewing in a tenanted home may depend on whether the person living there is available. If the tenant is told at the last minute, the door may not be opened or the home may not be ready to show. Since the conditions for viewings in a tenanted home may vary with the tenancy agreement, it may be worth consulting a lawyer when in doubt.
The keys or access are not ready
Keys left with another agent, a concierge who was not informed at the complex entrance or an unknown door code can hold up the viewing even when the customer arrives on time.
The property does not match what the customer wants
If the customer said they wanted a building with a lift or parking but this was not checked before the viewing, they may lose interest the moment they see the home. Such a viewing may have taken place, yet in terms of outcome it can be counted as wasted.
The Day Before: a Confirmation Message
Besides reminding the customer of the appointment, a confirmation message can give them an easy chance to say "I'm coming" or "I can't make it". Hearing about a cancellation the day before can be far less trouble than finding out at the meeting point.
Example confirmation message
"Hi [Name], it's [Agent] from [Agency Name]. We arranged to view the flat in [Area] tomorrow at [time]. Does that still work for you? If anything changes, just reply here."
Example message for the day of the viewing
"Good morning [Name], here is the location for today's viewing at [time]. I'll be waiting at the [door/block] entrance of the building. If anything holds you up on the way, just send me a message."
Example message if the customer cancels
"Thanks for letting me know, [Name]. If another day suits you, message me and we'll rearrange. In the meantime, if a new listing comes up that matches what you're looking for, I can send it over."
Preparing With the Owner and Tenant
- Notice: the viewing day and time can be passed to the owner or tenant once the customer has confirmed.
- Visitor details: the person living in the home can be told the name of the customer coming and which agent will accompany them.
- State of the home: the tenant can be asked in advance which parts of the home may be shown.
- Cancellation notice: if the customer pulls out, the tenant can be told straight away, so nobody may end up waiting at home for nothing.
A Check at the Agency on the Day
A short check inside the agency before the viewing can catch some hitches in advance:
- Keys: who has them and whether they were collected before the viewing.
- Access: whether site security, the building manager or the concierge has been informed.
- Listing details: whether the agent has information the customer may ask about, such as service charges, heating type or which way the home faces.
- Customer criteria: comparing once more what the customer asked for at the start with the features of the home.
Clarifying the customer's criteria in the first messages can make this last check easier; we covered what can be asked in the first message in our piece on the first reply to a customer who comes from a portal.
If the Customer Does Not Turn Up
When a customer fails to show without notice, a reproachful message may make them less likely to write again. A short message that leaves the door open can protect the relationship: "We didn't manage to meet today, I hope all is well. We can set a new day whenever suits you."
The name and date of a customer who did not turn up can be noted at the agency. If the same person misses later appointments too, it may be worth finalising viewings only after they confirm.
A Short Follow-Up After the Viewing
A short message sent to the customer on the same day the viewing ends can also reduce the chance of the next viewing falling through. What the customer liked and did not like about the home can be added to the criteria list when choosing the next listing.
"Thanks for making time today, [Name]. Was there anything about the flat that gave you pause? If you tell me, I can filter the next options with that in mind."
This follow-up can also show the point where the customer lost interest: perhaps the floor was too high, perhaps the area was further than expected. That information can stop time being lost for the same reason at the next viewing.
Wrong and Right: Viewing Appointments
| Common practice | What can be done instead |
|---|---|
| Agreeing the appointment days ahead, then not writing again | Sending a short confirmation message the day before |
| Giving only the street name | Sending the location, block and entrance |
| Telling the tenant at the last minute | Passing it on to the tenant as soon as the customer confirms |
| Looking for the keys at viewing time | Checking where the keys are beforehand |
| Showing a home without checking the criteria | Comparing the customer's wishes with the home in advance |
| Reproaching a customer who did not turn up | Offering a new appointment in a friendly message |
Pre-Viewing Checklist
| Check | Why |
|---|---|
| Has the customer confirmed | You may avoid setting off for a customer who will not come |
| Have the location and entrance been sent | The customer can find the meeting point easily |
| Has the owner or tenant been informed | The risk of nobody opening the door can decrease |
| Are the keys and site access ready | There may be no waiting at viewing time |
| Have the home's features been compared with the customer's criteria | The customer may not come to see a home they are not looking for |
| Is it clear whom to tell if it is cancelled | The tenant or owner may not wait for nothing |
Frequently Asked Questions
Why do property viewings fall through
The customer not confirming the appointment, an unclear address, the owner or tenant not being informed, keys that are not ready and a home that does not match the customer's criteria can be counted among the main reasons.
When should a confirmation message be sent
A confirmation sent the day before the viewing can give the customer time to change their plans. On the day of the viewing, a second short message with the location and entrance can be sent.
What can be done for a viewing in a tenanted home
The day and time can be passed to the tenant after the customer confirms, and which parts of the home can be shown can be discussed in advance. For matters that depend on the agreement, a lawyer's view can be sought.
What do you write if the customer does not turn up without notice
Without reproach, you can write a short message noting that you did not manage to meet and leaving the door open for a new day. If it happens again, the viewing can be finalised only after confirmation.
What should be checked at the agency before a viewing
Where the keys are, whether site access has been arranged, the listing details the customer may ask about and whether the customer's criteria match the home can be checked.
The viewing appointment can land in your calendar
A conversation about a viewing may begin even when the customer writes at night. The assistant in Kılman's Real Estate Automation System can take over the first exchange with that customer, ask about the criteria for the home they want, offer listings from your portfolio that fit those criteria and record the agreed viewing in your calendar. You can see how the setup could be adapted to your agency on the Real Estate Automation System page. With the day and time written down, sending a confirmation message the day before can also become easier.
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