Mystery Shops = Education

Employees tend to be scared of a mystery shop. It makes them nervous to think they’re being scored and judged. When training my team I try and put their mind at ease by letting them know that a mystery shop is nothing more then an educational opportunity for the entire team. The mystery shopper will not only be looking at how well that individual does on a tour with a future resident but they will be looking at the curb appeal, model, office etc. This will help everyone from the leasing consultant to the housekeeper to the maintenance crew and manager. This is also a very important fair housing tool. To insure everyone that enters our communities are treated fairly. One tip I offered to my team especially new leasing consultants was to do their own shops. Go out and mystery shop our competitors. See what they do that you like or don’t like. Another great way to prepare for a shop is to have fun at work! Make sure you enjoy what you’re doing on a day to day basis. Smile before you answer the phone. Take a breath and give that phone call your full attention. Have a list of questions near the phone that you ask each and every phone caller. Build a relationship and paint a picture of the community and the ideal apartment home for that future resident so that by time they come in for their tour they are already excited about moving in! During the onsite tour if refreshments are available offer them to all future residents. Create a habit of going through a guided tour of not only the model but the clubhouse and amenities such as the pool or billiard room. Of course make sure to close by asking for the deposit to lease today. Follow up Follow up! Send out those thank you cards, emails and even make a personal phone call to make sure you covered all of your clients questions. Remember mystery shoppers are not looking for the bad. They are there to be an extra set of eyes to help us learn and give the best service to our clients, customers, residents and vendors!