Showing and Access Coordination

Why access is where deals break

A deal can be priced perfectly and still fall apart at the front door. A seller who feels surprised by a group of strangers, a tenant who was not told, a buyer who arrives to a locked house, a lockbox code shared too widely: each of these can end a deal or create a complaint.

Good access coordination is quiet. Nobody notices it, because nothing goes wrong. That is the goal.

Who is involved

Party	What they need from you
Seller	Advance notice, a clear reason for each visit, a short visit, respect for their home and belongings
Tenant (if occupied)	Proper notice under the lease and local rules, given by the seller or property manager, and polite visitors
Buyers	Accurate times, entry details at the right moment, visit rules, someone to call if something goes wrong
Field contact	Your client's local person, agent or contractor who opens the property, if there is one
Transaction Coordinator and title	Visit dates logged, especially the final walkthrough before closing
Your client	A schedule they approved, and a short report after each visit

Access types

Type	When it is used	Main risk	Your control
Seller present	Seller lives there or prefers to open the door	Buyers talking price with the seller	Clear buyer rules, short visit windows
Lockbox	Vacant property, seller agrees, your client controls the box	Code shared with the wrong people	Code only to confirmed buyers, close to the visit, changed after
Field contact opens	Your client has a local person	Field contact late or unavailable	Confirm the day before and one hour before
Tenant-occupied	Tenant lives there	Visiting without proper notice	Seller or manager gives notice under the lease and local rules

Visit formats

1. Group walkthrough window (recommended for first visits). One or two windows of 60 to 90 minutes. Buyers book 15 to 20 minute arrival slots inside the window. The seller hosts visitors once or twice, not ten times.
2. Private walkthrough. One buyer at a time. Use for A buyers when your client approves, or when a group window does not work.
3. Contractor revisit. After a buyer's offer is accepted, the buyer may need one more visit with a contractor.
4. Final walkthrough. Shortly before closing, the buyer confirms the property's condition and that agreed items were removed. The TC usually leads this one.

Before you dial

• Your client approved the walkthrough dates and the access type
• CRM seller record: occupancy, tenant details, pets, alarm, utility status, any notes from Acquisitions about the seller's concerns
• The seller's preferred contact method and recorded text consent (if you will text)
• Lease end date and the seller's or manager's contact for tenant notice
• Field contact name and number (if used)
• Lockbox details (if used), kept private
• Buyer list for this deal with ratings, proof of funds status and visit history
• Calendar open with the seller's and buyers' time zones visible

Part A: The seller call

Stage A1: Open and explain the purpose

You: Hi (SELLER NAME), this is (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. Is now a good time for two minutes? Them: Sure. You: Thank you. Everything is on track for closing on (CLOSING DATE). The next step is a walkthrough of the house. I'd like to plan it in a way that's easy for you.

Why it works: you start with reassurance (on track), then the request. Sellers fear walkthroughs mean problems.

Stage A2: Explain what will happen

Use the same explanation Acquisitions gave the seller. If the agreement allows assignment, the people visiting may include investor buyers.

You: During the walkthrough, a small number of people from our side will visit: our buyer partners and possibly a contractor. They'll look at the condition, take some photos of the property, and leave. Each visit is short.

If the seller asks "Why are other people coming? I thought you were buying it."

You: We are buying the home, (SELLER NAME). The people visiting are our partners and contractors. They help us plan the renovation and line up the end buyer for after it's done. Your price and closing date stay exactly the same.

If the seller asks about assignment directly, use the explanation (ACQUISITIONS MANAGER NAME) gave at signing: the agreement allows us to assign the contract to an investor partner, and the price and closing date do not change. If the seller pushes back on the visits, tell your client the same day.

Stage A3: Offer two time options

You: Would (DATE AND TIME OPTION 1) or (DATE AND TIME OPTION 2) work better for you? Each is about (WINDOW LENGTH).

If neither works

You: No problem. What days and times are usually easiest for you this week?

Offer the next two options inside your client's dispositions timeline. If the seller's schedule threatens the closing date, tell your client.

Stage A4: Practical details

Ask these one at a time. Write each answer down.

You: Will you be home during the visit, or would you prefer we use a lockbox? You: Are there pets we should know about? You: Is there an alarm? You: Are the power and water on? Lights help buyers see the condition. You: Where should visitors park? You: Are there any rooms or areas you'd like visitors to stay out of?

If the utilities are off

You: That's okay. We'll ask visitors to bring flashlights, and we'll keep the visit to daylight hours. Is it safe to walk through without power? Any floors or stairs we should warn people about?

Log any safety concerns and tell buyers in advance.

If the seller is nervous about strangers in the house

You: That's completely understandable. Everyone visiting is confirmed by us in advance. They're asked not to touch personal belongings or take photos of personal items. And if you'd like, you can be there the whole time.

If the seller says "I don't want buyers asking me about price."

You: Agreed. We tell every visitor that all questions come through me. If anyone asks you about price or the deal, you can simply say "Please ask (YOUR NAME)." And please let me know if it happens.

Stage A5: Tenant notice (tenant-occupied properties)

The seller, as landlord, or their property manager gives notice to the tenant. You help with timing, but you do not contact the tenant unless your client and the seller have asked you to.

You: Since (TENANT NAME OR "your tenant") lives there, they'll need notice before the visit. What does the lease say about notice for entry? You: Could you, or your property manager, let them know about (VISIT DATE AND TIME)? When do you think you can give that notice?

Stage A6: Confirm and recap

You: Let me repeat everything. The walkthrough is on (VISIT DATE) from (START TIME) to (END TIME) your time. (ACCESS METHOD). Visitors will park (PARKING NOTE), and stay out of (OFF-LIMIT AREAS). You: I'll send you a text confirmation now, and remind you the day before. Is that okay? You: If anything changes, call me at (YOUR PHONE NUMBER).

Seller confirmation text (with consent):

(COMPANY NAME): Hi (SELLER FIRST NAME), confirming the walkthrough at (STREET NAME) on (VISIT DATE), (START TIME) to (END TIME). Questions? Call (YOUR PHONE NUMBER). Reply STOP to opt out.

Part B: The buyer booking call

Stage B1: Confirm the buyer

You: Hi (BUYER NAME), it's (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. You asked about the walkthrough at (STREET NAME). Still interested?

If your client requires proof of funds before access, check that it is on file before you book.

You: Before I book you, we need proof of funds on file for this one. Could you email it today?

Stage B2: Book the slot

You: The walkthrough window is (VISIT DATE), (START TIME) to (END TIME), property time. I have (SLOT OPTION 1) or (SLOT OPTION 2). Which works? You: How many people will come with you? Contractor, partner?

Stage B3: The visit rules

Say these on every booking, in the same words, so no buyer can say they did not know.

You: A few rules to protect the seller and the deal. You: One. Please arrive on time. If you're running late, text me. You: Two. The seller (WILL OR WILL NOT) be there. Please don't discuss price or the deal with the seller, tenants or neighbors. All questions come to me. You: Three. Photos of the property are fine, but no photos of people or personal belongings. You: Four. Leave everything as you found it. Doors, lights, windows. You: Five. Please be careful. It's an as-is property, and some areas may not be safe. No climbing on roofs. You: Does all that work for you?

If your client uses an access waiver

You: We also ask every visitor to sign a short access form before the visit. I'll send it through our e-signature tool now. Please sign it before (DEADLINE).

Do not give entry details to a buyer who has not signed it, if your client requires it.

Stage B4: Confirm by message

Buyer booking text:

(COMPANY NAME): Booked: walkthrough at (STREET NAME), (VISIT DATE), arrive (SLOT TIME) property time. Entry details coming (ACCESS DETAILS TIMING). Questions: (YOUR PHONE NUMBER). Reply STOP to opt out.

Send the same content by email as well, so the buyer has it in both places.

Part C: The day before

• Call or text the seller: "Just confirming tomorrow's walkthrough from (START TIME) to (END TIME). Still good?"
• Confirm the tenant notice was given, if occupied
• Confirm the field contact, if used
• Send the reminder to every booked buyer (Messaging Pack template 4C), and ask them to confirm
• Check the weather and any safety notes
• Prepare the visitor list: names, slot times, phone numbers, how many people each

Part D: Visit day

One hour before

• Confirm the property is open or the lockbox is ready (seller or field contact)
• Send entry details to booked buyers, if that is your client's timing
• Keep your phone and the team channel open for the whole window

During the window

A buyer is running late

You: Thanks for letting me know. The window ends at (END TIME). Can you still make it before then?

If they cannot, offer the next window. Do not extend the seller's time without asking the seller.

A buyer does not show up

Text once at 10 minutes after their slot. If there is no reply, mark them as a no-show in the CRM. Two no-shows lowers a buyer's rating.

The house is locked, or the code does not work

You: I'm sorry about that. Please wait a few minutes. I'm calling (SELLER OR FIELD CONTACT) right now.

Call the seller or field contact. Never ask a buyer to enter any other way. If it cannot be fixed in 15 minutes, apologize and rebook.

The tenant refuses entry

You: Thank you for telling me. Please don't argue or try to enter. We'll reschedule.

Tell the seller and your client. Entry is the landlord's responsibility under the lease and local law. Never pressure a tenant.

A buyer talks price with the seller

To the seller, afterwards:

You: I'm sorry that happened. We asked visitors not to. Please send any questions to me, and I'll handle them.

To the buyer:

You: Hi (BUYER NAME). I heard you discussed the deal with the seller. Please keep all questions with me. It protects the deal for everyone.

Log it. Your client decides whether that buyer may stay on the deal.

Damage, an injury, or an unsafe situation

Make sure people are safe first. If anyone is hurt or in danger, they should call emergency services. Then tell your client and the seller immediately, take notes of what happened, who was there and the time. Do not admit fault or promise payment. Your client handles it from there.

A buyer brings people who were not booked

You: Thanks for coming. Who's with you today? For the seller's comfort, we need every visitor's name.

Add the names to the visitor log. If your client limits group size, follow that rule politely.

Part E: After the visits

Seller update (same day)

You: Hi (SELLER NAME), thank you for today. Everything went well. (NUMBER OF VISITORS) visitors came through, and the house was left as we found it. You: Closing is still on track for (CLOSING DATE). I'll keep you updated.

Do not share offers, buyer names or buyer comments with the seller unless your client approves it.

Buyer follow-up (same day)

Send the feedback request (Messaging Pack templates 6B or 6C). Remind them of the best and final deadline.

Close the loop

• Lockbox code changed, if used, and confirmed
• Visitor log saved in the CRM deal record
• Buyer feedback logged
• Client report sent: visitors, feedback summary, any issues
• TC updated with any condition notes

Part F: The final walkthrough before closing

This visit confirms the property is ready to hand over. The TC usually leads it.

You (to the seller): Hi (SELLER NAME), closing is on (CLOSING DATE). The buyer would like a short final walkthrough on (FINAL WALKTHROUGH DATE AND TIME). Will the house be empty of everything you're taking by then? You: And will the keys be (KEY HANDOVER PLAN)?

Final walkthrough checklist:

• Date and time confirmed with seller and buyer
• Property vacant, if the agreement requires it
• Items the seller agreed to remove are gone, and items that stay are as agreed
• No new damage since the last visit
• Utilities status as agreed
• Keys, garage remotes and codes handover plan confirmed
• Any issue reported to the TC and your client the same day, with photos

After the call

CRM notes format for every access call:

• Deal ID and property: (DEAL ID), (STREET NAME)
• Call type: Seller access, Buyer booking, Reminder, Visit day issue, Final walkthrough
• Visit details: date, start and end time with time zone, access method
• Occupancy notes: tenant notice given (date, by whom), pets, alarm, utilities, off-limit areas
• Visitors: names, slot times, number of people, proof of funds status
• Issues: what happened, who was told, when
• Next step: what, who owns it, date and time

The KPIs for access coordination

KPI	Narqix standard
Visits confirmed with the seller the day before	100 percent
Tenant notice confirmed before any occupied visit	100 percent
Buyers who receive the visit rules before entry	100 percent
Lockbox codes changed after visits (when used)	100 percent, confirmed
Seller updated the same day after visits	100 percent
Visit-day issues reported to client within 1 hour	100 percent

Common mistakes

1. Booking buyers before the seller confirmed the time.
2. Assuming the tenant was told.
3. Sending a lockbox code in an email blast or a voicemail.
4. Letting buyers talk to the seller about price.
5. Forgetting to tell the seller how the day went.
6. Not logging who entered the home.

Check yourself

1. Who gives notice to a tenant before a walkthrough, and what decides how much notice is needed?
2. Name three rules every buyer must hear before a visit.
3. When, and to whom, can you send a lockbox code?
4. A seller asks why other people are visiting if your company is buying the house. What do you say, and when do you tell your client?
5. What do you tell the seller after the visits, and what must you not share without approval?

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