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Report For Eleesa James at Bridle Creek Apartments

Report For Eleesa James at Bridle Creek Apartments

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Current Score
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Average Score
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Performance Evaluations

Phone

  • Was the telephone answered promptly? State the number of rings in the comment box at end of section.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?Yes3/3
  • Did the leasing consultant use your name throughout the conversation?No0/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?Yes3/3
  • Did the leasing consultant ask your desired move in date?Yes2/2
  • Did the leasing consultant ask for the number of occupants?No0/2
  • Did the leasing consultant ask If you were looking for any special features or had any specific preferences in mind?No0/3
  • Did the leasing consultant ask if you needed directions to the community?No0/1
  • 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?No0/1
  • Did the Leasing Consultant describe the apartment features?No0/1
  • Did the Leasing Consultant describe the community amenities or local area conveniences?No0/1
  • Was a specific apartment described that met your needs?Yes1/1
  • Did the Leasing Consultant create a sense of urgency?Yes1/1
  • Did the Leasing Consultant attempt to set an appointment with you?Yes1/1
  • 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: 17/28
    17
    60.71

Comment (Provide as much detail of the greeting as possible. This is a mandatory box.):

Eleesa answered on the 2nd ring. She stated the name of the community and she introduced herself. (When using the iPhone, the call must be merged at the beginning which causes a hesitation in connection).

Eleesa asked me what size apartment I was seeking. I told her a one or two bedroom. She told me they had a two-bedroom coming up for $1,041. She asked me how soon and I told her the 2nd week of September. I told I decided to move to Virginia Beach.

She told me the application fee is $49 per adult and a $100 holding fee applied to first month rent at move in. The security deposit is $500. She then invited me in for a tour and gave me the hours of operation. We decided on Monday, August 19th at 10:30 AM.

As an afterthought, Eleesa asked for my name and phone number. I told her Cori Davis, 815-656-1213. She repeated the time back to me and we said our goodbyes.

Overall, Eleesa was cordial. I felt like she was just doing her job and she didn’t exhibit a lot of enthusiasm. She answered my basic availability questions but did not take the opportunity to ask me more questions about my apartment search.

Greeting

  • Did the leasing Professional stand up to greet you OR, if the Leasing Professional was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes3/3
  • Did the Leasing Professional greet you with a smile? Yes1/1
  • Did the Leasing Professional dress professionally? Yes1/1
  • Was the Leasing Professional wearing a name tag?No0/0
  • Did the Leasing Professional introduce him/herself to you? Yes3/3
  • Did the Leasing Professional seem genuinely interested in helping you? Yes3/3
  • Did the Leasing Professional request a picture ID (If you never left the leasing office, mark N/A).Yes1/1
  • Did the Leasing Professional give a good first impression? Yes1/1
  •  Total: 13/13
    13
    100

Comment (Provide as much detail of the greeting as possible. This is a mandatory box.):

I arrived slightly early at the leasing office, but was greeted immediately by Eleesa, who welcomed me to Bridle Creek and asked if she could help me. I said I was there for an appointment but was a little early. She correctly identified me and introduced herself, shaking my hand. She gave me a card to fill out with information about myself and the kind of apartment I was seeking. She then invited me to sit at the table while I filled out the guest card. When I was finished, she took the card and my driver's license, then led me on the tour.

Qualifying/ Probing & Gathering

  • Did the Leasing Consult recall or ask you what special features or preferences you wanted for your apartment home? Yes4/4
  • Did the Leasing Consultant recall or ask for your phone number? Yes2/2
  • Did the Leasing Consultant recall or ask how many people would occupy the apartment? Yes2/2
  • Did the Leasing Consultant ask or recall if you had any pets? Yes0/0
  • Did the Leasing Consultant recall or ask why you were moving? Yes2/2
  • Did the Leasing Consultant recall or ask for your email address? Yes2/2
  •  Total: 12/12
    12
    100

Comment (Provide as much detail of the Gathering/Probing as possible. This is a mandatory box.):

On the guest card I had to write all my contact information, as well as information about pets and occupants. She used this information as we were walking to discuss what I was looking for in an apartment. She asked why I was moving, and what I was looking for in my new apartment. I said that I was taking a job with the school district and didn't like my current long commute. She talked about the location of the complex near several schools and a grocery store. I expressed interest and asked if there were any good restaurants nearby, but she said it was all fast-food in this area.

Demonstration/ The Sale

  • Did you see a MODEL or a VACANT apartment?Yes0/0
  • Did the Leasing Consultant attempt to build rapport by finding out more about you during your visit, while you walked to the vacant/model, during the tour, or while reviewing floor plans?Yes5/5
  • Did he/she discuss or point out the amenities and facilities of the apartment community? N/A2/2
  • In the presentation of the vacant, model, or in review of the floor plans, was there discussion regarding your furniture/belongings and how those items would fit in the apartment, to ensure your visit was personalized?Yes2/2
  • Was the leasing office comfortable (lighting, cleanliness, room temperature, etc.) If there was no vacant/model?Yes4/4
  • After stating a concern (objection), was your objection overcome?Yes0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? Yes4/4
  •  Total: 17/17
    17
    100

Comment (Provide as much detail on the demonstration as possible. This is a mandatory box.):

We went into the unit and she let me look around and ask questions. She did not offer much information as we walked around, but she answered all the questions that I asked. We did not discuss furniture or the placement of furnishings. When I asked specifically about a laundry room, she told me there was one, but she did not show me. When I asked, she said there was no pool, but otherwise we did not discuss amenities and facilities.

When I began to express concerns about space, especially in the kitchen, she worked to build rapport with me by asking about my use of the kitchen and suggesting how the cabinets could be used to store my cookware. I had mentioned on the card that a kitchen was a specific concern of mine when looking for a home to rent.

As she led me through the apartment we stopped at the bathroom. I mentioned that the bathtub was in very poor shape, she assured me that this was likely not the particular unit that I would be renting, and also that maintenance would be refinishing that bathtub before it was rented out. She made sure to point out the new carpet and vinyl flooring.

Closing

  • Did the Leasing Consultant ask closing questions during the tour or as they were ending their presentation of the floor plans(if no tour)?Yes3/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? Yes10/10
  • Did the Leasing Consultant create urgency? Yes3/3
  • Were you given a brochure, an application, and/or encouraged to apply online? Yes2/2
  • Did the Leasing Professional explain what was required in order to apply? Yes1/1
  • Based on the presentation, do you feel the Leasing Consultant was actively selling their product/encouraging you to live there? No0/5
  •  Total: 19/24
    19
    79.17

Comment (Provide as much detail on the closing as possible. This is a mandatory box.):

As we were leaving the unit, Eleesa focused back onto the application process and what the next steps would be. I asked if there was any move-in special. I commented that I had seen deals for several nearby complexes when I was searching online. She said that they sometimes offered deals but had nothing going on right now.

She reiterated the application fees, the holding fee, the security deposit, and explained their renters' insurance plan. When we got to the office, she gave me a packet with the applications and her card in it, and invited me to call anytime if I had any questions about anything involving the application. I felt that while she did show me the apartment, she did not point out many good points that would make me want to rent there.

Fair Housing/Crime

  • Did the Leasing Consultant respond properly when you asked "What type of security do you have?" or "Is it safe here?"Yes2/2
  • Did the Leasing Consultant respond properly when you asked "What type of people live here?" Yes2/2
  • Did the Leasing Consultant refrain from saying anything that could have been perceived as discriminatory?Yes2/2
  •  Total: 6/6
    6
    100

Comment (Provide as much detail as possible. This is a mandatory box.):

I asked whether there was much crime in the area after looking at the window locks. She told me that they didn't keep statistics on that sort of thing, but that if I wanted to research those, I could contact the local fourth precinct. I asked later about whether there were many families in the complex and if a lot of them had children, and she told me that there were all sorts of people who lived in the complex.

Site Observations

  • Was the community easy to locate?Yes0/0
  • Were 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 free and neat?Yes0/0
  • Was the landscaping attractive? Pot holes in parking lot.Yes0/0
  • Was there any trash or furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?Yes0/0
  • Were building entries clean and free of clutter? Mail on the floor and some trash in hallway. Yes0/0
  • Did you notice any siding/trim, etc. which needed painting or repair?No0/0
  • Were laundry rooms neat and clean?N/A0/0
  • Were common areas like pool/playground well maintained?N/A0/0
  • Was your overall impression a positive one?Yes0/0
  • Please describe the condition of the community, leasing office, and vacant/model as well as the common area amenities.Yes0/0
  •  Total: 0/0
    0
    NAN

Comment (Provide as much detail as possible. This is a mandatory box.):

The community was clean and generally well-kept, although they were obviously dealing with some goose problems due to the season. Eleesa was careful to tell me where to watch my steps and told me that they did frequently scoop up droppings on the property.

The leasing office was clean and neat, with everything in good condition and nice landscaping outside. The vacant unit was clearly still being turned and had some construction equipment in it, but all the rooms besides the bathroom were in good shape. The bathroom needed serious work, the tub was grimy and mildewed, with a small hole in one wall. Eleesa assured me that this was all going to be repaired before the unit was turned over. There were no obnoxious smells in the vacant unit and the closets and cupboards were clean and empty.

I did not observe any litter outside or inside during my visit. I was not shown any common areas, the tour consisted entirely of the vacant unit.

Performance Evaluation

Total Phone Score: 61%
On Site Score: 93%
Total Score: 0%

General Questions