Report For Felecia Ford at Fox Glen Apartments

Report For Felecia Ford at Fox Glen Apartments

Current Score
Average Score
  • 96%
  • 94%
  • 95%
  • 95%
  • 25%50%75%100%

Performance Evaluations


  • Was the telephone answered promptly?Yes1/1
  • Did the leasing consultant answer by identifying him/herself and the community?Yes1/1
  • Was their voice pleasant and professional?Yes1/1
  • Did the leasing consultant ask for your name?Yes1/1
  • Did the leasing consultant use your name throughout the conversation?Yes1/1
  • Did the leasing consultant ask you how you heard about the community?Yes1/1
  • Did the leasing consultant request your phone number?Yes4/4
  • Did the leasing consultant ask your desired move in date?Yes1/1
  • Did the leasing consultant ask for the number of occupants?Yes1/1
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?Yes1/1
  • Did the leasing consultant ask if you needed directions to the community?Yes1/1
  • Did the leasing consultant ask what size apartment you were looking for?Yes1/1
  • Did the leasing consultant ask If you had a specific price range?Yes1/1
  • Did the leasing consultant ask If you had any pets? Yes1/1
  • Did the Leasing Consultant describe the apartment features?Yes1/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?Yes1/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Were the apartment features described before a price was given?Yes1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes5/5
  • Did the Leasing Consultant leave a positive impression about him/herself and the community?Yes1/1
  • As a result of the conversation were you looking forward to visiting the community?Yes1/1
  •  Total: 29/29

Please describe the Leasing Consultant's telephone presentation including greeting (state the exact greeting), prices, features, amenities, and how they persuaded you to visit the community (Please write the phone narrative from beginning to the end of the conversation): :

Felicia pleasantly answered the phone within a few rings. She immediately said "Thank you for calling Fox Glen Apartments. How may I help you; this is Felicia?" I stated that I was calling to check on the current availability. She let me know there was one caller ahead of me and politely asked if it was okay to put me on a brief hold, and I agreed. She asked my name. I waited only about 30 seconds and Felicia came back to the phone and addressed me by name and said she was ready for me. She jumped right into it and asked when I was looking to move and I said within the next month. She also asked if I had ever called or come in for a tour before and I replied that I had not.

She invited me in for a tour and said that she currently did have an apartment to show. She also said her next available apartment would be ready on August 20th and asked if that time frame would work and I agreed. She immediately asked when I would like to come in to the office and I said that same day would work. She said she had appointment availability from 1:00 pm to 4:30 pm, so I agreed to 1:00 pm. Felicia then proceeded to get my contact information such as name, phone number, and email. Felicia confirmed the time and asked if I was fine with her asking me a few more questions. She asked where I currently lived and my reason for moving. I told her that I needed more space and upper level. She asked my price range and I said $1,300 - $1,400 maximum. She again confirmed the move in date, and then asked about the occupants and pets. She also let me know the property was pet friendly, should I decide.

When asked how I heard about Fox Glen, I replied She inquired about the features I wanted in my apartment home and I said a walk-in closet, washer and dryer, and space. She then asked me to elaborate on what I meant by space and I said storage space because I was out growing my current apartment. She also asked what features I desired in the community and I said convenience, for example a shopping center. She asked if I had looked at the Fox Glen website and I said that I had not, only She also asked if I was open to the second floor and I said that I was, but top floor was preferred. She also asked what I enjoyed about my current apartment and I said I like the fact that guests had to be 'buzzed' in as I liked secured buildings.

She then asked if I was familiar with the local area and described it as upper Park Heights/Mt Washington. I said that I was familiar and had an idea where it was. She provided the address and also described the ramp which leads to the leasing office. She told me to feel free to call if I had any trouble locating the office and she would help guide me in. Before saying goodbye, she let me know she looked forward to meeting me and also asked if I had any questions for her and I said I did not.

Site Observation

  • Was the community easy to locate?Yes0/0
  • Were the community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?Yes0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash fee and neat?Yes0/0
  • Was the landscaping attractive?Yes0/0
  • Was there any trash of furniture around the dumpsters?Yes0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter?Yes0/0
  • Did you notice any siding/trim, etc. which needed painting and repair?Yes0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?Yes0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0

Please explain your answers, if necessary, to the questions related to the site observation: :

Fox Glen was very easy to locate. The signs were clearly visible from the main road and there were plenty signs leading to the office. The leasing office was easy to spot due to the bright flags and colorful balloons. The property was very clean and well kept. There was no trash on the property nor parking lot. The landscaping was maintained. Upon entering the office, it was neat and cool. The buildings were clean and I could tell the carpets had been recently vacuumed.


  • Did the Leasing Consultant stand up to greet you with a smile and a handshake OR, if the Leasing Consultant was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes1/1
  • Was the Leasing Consultant dressed professionally?Yes1/1
  • Did the Leasing Consultant introduce him/herself to you?Yes1/1
  • Did the Leasing Consultant have a partially completed guest card available, fill one out to you, or invite you to fill one out?Yes1/1
  • Did the Leasing Consultant seem genuinely interested in helping you?Yes1/1
  •  Total: 5/5

Please describe how the Leasing Consultant interacted with you when you first arrived on-site? :

When I pulled up to the parking lot, Felicia was standing outside and seemed to be waiting for me. She introduced herself and greeted me with a smile and a handshake, She looked very professional in an appropriate sundress and sandals for such a hot day. She pointed out the Maintenance Supervisor and he smiled and waved as he whisked off to complete his task. We walked into the office and she had a welcome folder all ready for me and within one minute we were already going over the information on my guest card.

Felicia was very friendly and eager to assist. While she was quick, I didn't feel rushed. She was just very respectable of my time, as I had mentioned on the phone I would run over on a lunch break while at work.


  • Did the Leasing Consultant ask or confirm how you heard about the community?Yes1/1
  • Did the Leasing Consultant ask or confirm your move-in date?Yes1/1
  • Did the Leasing Consultant ask or confirm number of occupants?Yes1/1
  • Did the Leasing Consultant ask or confirm special or specific features?Yes1/1
  • Did the Leasing Consultant ask or confirm your phone number?Yes1/1
  • Did the Leasing Consultant ask or confirm the size apartment you needed?Yes1/1
  • Did the Leasing Consultant ask or confirm your current address?Yes1/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 8/8

Please describe the process used by the Leasing Consultant to uncover your needs by qualifying during the on-site presentation::

Felicia asked to revisit some of the things we had discussed over the phone. She verified my current apartment (Courtyard Apartments), apartment size desired (2BR), occupants, budget ($1,300), move in date (August), preferences (washer dryer/space/walk in/2 or 3rd floor). She let me know that we would tour a vacant 3BR, but the layout would be the same as the 2BR. She referred to the floor plan as she explained. She said that within a month I could come back and see a 2BR as soon as it became available. She then made a copy of my drivers license. Felicia gave me the option to walk to the model or drive and we agreed to drive over, as it was a very hot day.


  • Did you see a MODEL or a VACANT?Yes0/0
  • Was a convenient route taken to the vacant/model apartment? Yes2/2
  • Did the Leasing Consultant attempt to find out more about you while you walked to the vacant/model, during the presentation, or while reviewing floor plans?Yes2/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?Yes2/2
  • Did the Leasing Consultant mention maintenance and their quick response?Yes2/2
  • Did he/she discuss or point out the amenities and facilities on the property or any area conveniences?Yes2/2
  • Were benefits or features in the apartment pointed out or discussed with you?Yes2/2
  • Was the presentation personalized by talking about your furniture/belongings and how they would fit in the apartment?Yes2/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?Yes2/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 20/20

Onsite Narrative (Please provide a detailed narrative of your visit and be specific. This is mandatory.):

After following Felicia to the vacant via car, she took the time to go over the parking as we walked. She pointed out the street parking and said that there weren’t designated spots for residents or guests. Felicia also pointed out the pool and gave the hours which is open five days a week and closed on Monday and Tuesday. She also made a point to let me know the available apartment would be in the courtyard. As we entered the apartment, Felicia called out the secured entry feature that I had mentioned on the phone. As we entered the building, Felicia went over the features such as mailbox, stairwell, and the 6 apartments per building. Upon entry, the apartment was clean and cool. Felicia first showed the balcony, and gave options to personalize it, such as grill, furniture, decorations, etc. We then walked into the kitchen and Felicia kept mentioning the versatility of the space and also used personal references like cooking, entertaining, and furniture options such as a bistro table.

Felicia made sure to discuss to the preferences I had mentioned on the call, like the washer and dryer in the unit. She made a point to let me know that it was full size, rather than the smaller size W/D which is typical in many apartments. We moved onto the hallway bathroom, then the master bedroom and bath, and closets. While it wasn't walk in, Felicia pointed out the convenience of having two separate closets and gave examples on how to organize them, such a seasonally or by category.

During the tour, Felicia also explained how the 2BR would be different as far as square footage. She even mentioned the fact that each apartment offered windows in the front and back, since there were only six apartments per building. Felicia went back to parking and said it was plenty. Felicia pointed out the features such as accent lighting which I hadn't even noticed. Felicia also told me about the complimentary accent wall and said that it was okay to paint additional walls if desired.

Felicia encouraged me to ask questions. I asked what floor the available 2BR would be on because I didn't want loud noise over my head, especially from children. I asked if there were any buildings without children and Felicia said that any qualified applicant can move in any building. But she did say that they had 3rd floor apartments with no one above it. She even mentioned apartment availability in the Parkington area, but it was a little more secluded if I preferred more peace and quiet. I said that I didn't need to see it because I liked to be near a main street for safety. I took the opportunity to ask if the parking lot was safe and she said it was well lit.

Felicia told me about the on call 24-hour maintenance, the preventative treatments like pest control and the leasing office hours. Felicia asked me if I wanted to apply and I declined since I had a few more places to see in the area. She asked if and when it would be okay to follow up with me and I said she could follow up with me by Thursday. She again told me to feel free to reach out to her with any questions and she also told me that she would be there the upcoming Saturday.


  • Did the Leasing Consultant invite you back to the office?No0/1
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process?Yes10/10
  • Did the Leasing Consultant confirm your move in date?Yes2/2
  • Did the Leasing Consultant mention any specials or incentives that were currently being offered?No0/3
  • Did the Leasing Consultant create a sense of urgency?Yes2/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? Yes2/2
  • If you stated that you had other places to see, were you asked where else you wanted to look before making a decision?No0/1
  • Was the Leasing Consultant knowledgeable about neighboring/competing properties?Yes1/1
  • Were you given a brochure?Yes1/1
  • Were you give an application? Yes1/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?Yes2/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?Yes4/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?Yes5/5
  •  Total: 30/35

Please briefly describe the Leasing Consultant's closing skills and techniques used ( This is a mandatory field. Be as specific as possible).:

After the tour, we did not go back to the office. But Felicia did ask me to fill out an application, to which I declined. She definitely exhibited a sense of urgency, but was not pushy. Felicia did not go over any specials, nor inquire further about the other places I said I was going to see before deciding. Felicia had already given me the brochure and marketing material before initially leaving for the tour. Felicia was very thorough and friendly. Her professionalism and kindness would have definitely led me to rent at Fox Glen. Felicia emailed me right after our phone conversation to confirm the appointment time and she again followed up via email to check on my apartment search two days later on Thursday, as promised. Overall, I was most impressed with Felicia.

Fair Housing/ Crime Supplement

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes0/0
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes0/0
  • Was there anything the Leasing Consultant said or did that could have been perceived as discriminatory?Yes0/0
  •  Total: 0/0

Explain the Leasing Consultant's response to "What type of security do you have?" or "Is it safe here?" and "What type of people live here?" :

When I asked about safety, Felicia responded appropriately. She said the parking lot was well lit, but did not guarantee safety. She also had already discussed the secured entry access feature on all the buildings. I also asked her about kid free building and she was firm in saying that the property did not separate and qualified applicants could live in any building. Felicia did not exhibit any behaviors that could have been perceived as discriminatory.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 93%
Total Score: 0%

General Questions