Multifamily Mayhem: Where Did I Go Wrong?

Mystery shops can be a powerful ally if viewed properly and if they are used for education and not a battering ram or a firing tool.  Property management companies need to have clear communication with those who are being shopped.  They should understand the reason behind the policy and understand the benefits it could bring to their career.  What has been interesting to see is how some of the models for shops evolve.  We are beginning to realize that there is much more to a successful lease other than a high shop score.  Some models for scoring mystery shops are now including overall personality of the leasing professional.

A leasing professional needs qualities such as warmth, enthusiasm, genuine interest for the prospect and others.  The Training Factor has been piloting its mystery shop program for some months now.  It is now an official service that we offer and it integrates with our Learning Management System to help provide automatic enrollment in education necessary to help the leasing professional continue to grow.  We don’t want our leasing professionals passing out as a result of their shop scores.  How are you successfully using this tool to help improve your lead to lease ratio?  Thanks for your thoughts.

See you at the National Apartment Association Educational Conference at booth #1740

Written by Jonathan Saar