LEASING EXPERIENCE AUDIT
“Vacancy reports tell you that deals were lost. LIFT tells you why and helps your team fix it.”
In a market where every touchpoint matters, the power of the leasing experience is often underestimated. LIFT’s Leasing Experience Audits are built specifically to identify and understand the barriers to conversion that are holding deals back.
Our audits cover 100+ performance checkpoints and are conducted exclusively by seasoned CRE professionals who know exactly what great looks like, from online presence, to first inquiry, to signed lease. We assess each stage through a solutions-oriented lens, pinpointing gaps and benchmarking performance against industry best practices.
But we don’t stop at diagnosis. We translate findings into actionable coaching, process refinements, and measurable improvements that make for a smoother and more compelling leasing experience, higher conversion rates, lower vacancy rates, and increased portfolio value.
Key offerings
FAQs
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It all comes down to expertise. Standard agencies rely heavily on social medias for recuiting generalist shoppers who don't understand the nuance of Commercial Real Estate. They check if the rep smiled; we check if the rep was able to pivot an objection related to the high OPEX.
At LIFT, our audits are conducted by seasoned industry professionals with 10 to 15 years of hands-on experience in commercial leasing. They understand the nuances, challenges, and standards of excellence that define high-performance leasing. This depth of expertise allows us to deliver insights that go far beyond surface-level observations — offering strategic, actionable feedback that drives real results
We don't just tell you what happened; we tell you why it matters to the deal.
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Quietly and intentionally. We begin with a conversation to understand your goals, challenges, and context. From there, we tailor a scope that fits your needs, whether it’s a short-term low-profile leasing health check or a long-term performance improvement partnership
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While every portfolio is unique, we see recurring failures that silently destroy conversion rates:
The Invisible Friction (Online Experience Failure), at any stage of the leasing cycle. On the web, in the modern economy, tenants expect "Zero-Click" access to information. If a broker or a prospect has to click five times to find a floor plan, or fill out a form just to see a flyer, they will move on to a competitor who makes it easy. Our audit identifies every "Dead End" and "Friction Point" in your user journey that is silently killing your deal flow.
The "Slow No" (Velocity Failure): Speed is the first test of competence. We find that nearly 40% of inquiries wait more than 2 business days for a meaningful response. In a competitive market, the tenant has often already toured a competitor before your team even replies.
The "Museum Guide" Tour (Sales Failure): Many representatives confuse "showing" with "selling." They unlock doors and point at walls ("Here is the warehouse") rather than bridging the gap between the feature and the tenant’s business pain ("This column spacing will reduce your forklift turn times"). Tenants don't buy square footage; they buy operational solutions.
The "Dead End" Departure (Process Failure): The single most common error is ending a tour without a "Mutual Action Plan." If a prospect leaves the building with a vague "Let us know," the momentum dies instantly. The top 1% of leasing professionals always secure a specific date for the next step (e.g., "I will send the test fit by Tuesday") before the prospect gets in their car.
The "Artificial Expert" (Credibility Failure): A leasing representative uses AI tools to draft highly technical responses regarding zoning, load-bearing capacities, or legal clauses. On paper, they sound like a structural engineer or a lawyer. Then there is the Reality Check: When the tenant (who often has decades of operational experience) asks a follow-up nuance question on-site, the representative crumbles. They cannot explain why the AI answer is correct or apply it to the tenant's specific context. Trust evaporates instantly. The tenant perceives the discrepancy between the "Email Persona" and the "Real Person" as deceitful. If the rep faked technical knowledge, the tenant assumes they may also behiding flaws in the building.
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A score tells you where you are; it doesn't tell you how to move. You receive a comprehensive Leasing Performance Scorecard that breaks down the entire tenant journey, from the speed of the first email to the closing logic on the tour. Beyond the metrics, you get a Qualitative Analysis comprising specific observations, direct quotes, andcrucially, a Priority Action Plan that outlines the exact operational changes needed to increase your conversion rate.
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It is a risk if it replaces actual knowledge. We are seeing a rise in "The Artificial Expert" representatives who use AI to sound like construction managers or legal scholars in emails but fail basic competency checks in person. Sophisticated tenants and brokers can spot this competence gap immediately. When a tenant with 20 years of experience realizes your representative is regurgitating technical jargon they don't understand, the trusted advisor status is lost, and the deal becomes purely transactional and adversarial. Our audit tests for Depth of Knowledge, ensuring your team knows what they are saying, not just how to type it.