Booking and Managing Viewings

Booking and Managing Viewings

Use this workflow when an applicant wants to view a property.

Before you book

Check:

• the contact already exists and their details are current;
• the property is in an appropriate status for viewings;
• any access/key instructions;
• whether the viewing is accompanied or unaccompanied;
• staff/owner availability;
• any qualification information your agency requires.

Book from the property workflow

Where possible, open the property and use Book Viewing. This keeps the diary appointment linked to both the property and contact.

Search for the viewer and select the existing contact. If they are new, create the contact first rather than entering an anonymous diary appointment.

Choose the viewing date/time and any staff member who will attend.

Confirm the details

Before saving, confirm:

• date and time;
• property;
• viewer;
• staff member;
• accompanied/unaccompanied status;
• notification options.

Standout can then generate the appropriate diary entry and communications according to the agency configuration.

Viewing requests from My Move

A customer can request a viewing through My Move. These are created as tentative viewing appointments so staff can review/confirm the requested slot.

Do not assume a customer request is confirmed until the diary status has been checked and the necessary parties have been notified.

On the day

Use the Diary to review viewing appointments, directions and relevant property/contact information.

For accompanied viewings, record any useful observations immediately after the appointment while they are fresh.

After the viewing

Follow Recording Viewing Feedback. If the customer wants to make an offer, continue to Recording and Negotiating Offers.

Common mistakes

• Creating a generic diary entry instead of a linked viewing.
• Booking against a duplicate contact.
• Failing to update a changed viewing time.
• Treating a tentative My Move request as automatically confirmed.
• Not recording the outcome after the viewing.