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Report For Dia Doret at The Cecil Apartments

Report For Dia Doret at The Cecil Apartments

0%
Current Score
44.65%
Average Score
  • 45%
    1-22-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 1. Were you able to reach a Live Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes0/0
  • 2. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).No0/3
  • 3. Did the Leasing Professional identify him/herself?Yes3/3
  • 4. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 5. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)No0/3
  • 6. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)No0/3
  • 7. Did the Leasing Professional ask for your telephone number? Yes15/15
  • 8. Did the Leasing Professional ask for your current/physical address?No0/0
  • 9. Did the leasing agent ask for your preferred method of contact?Yes1/1
  • 10. Did the Leasing Professional ask how you knew about the community?No0/2
  • 11. Did the Leasing Consultant determine apartment size?Yes5/5
  • 12. Did the Leasing Consultant determine move-in date?Yes5/5
  • 13. Did the Leasing Consultant determine number of occupants?No0/5
  • 14. Did the Leasing Consultant determine if you had any pets?No0/5
  • 15. Did the Leasing Consultant determine your price range?N/A0/5
  • 16. Did the Leasing Professional determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 17. Did the Leasing Professional ask your reason for moving?No0/2
  • 18. Did the Leasing Professional suggest you visit the company website?No0/0
  • 19. Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) No0/3
  • 20. Did the Leasing Professional create a sense of urgency?Yes3/3
  • 21. Did the Leasing Professional extend an invitation for you to visit the community?No0/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • 23. Did the Leasing Professional offer directions to the community?No0/3
  • 24. Based on the Leasing Professional's presentation, were you motivated to visit the community? No0/5
  • 25. Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).No0/5
  •  Total: 50/100
    50
    50

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.) How many rings before the Leasing Professional picked up?:

After the 2nd ring…. Día answered the phone with just a “hi, this is Día”. She did not state the name of the property and I had a hard time hearing her initially. It was not a professional greeting. I assumed the phone system rolled into her cell phone. I told her I was checking on the availability of their apartments. She asked me what size and I told her either a one or two bedroom depending upon size and price. She hesitated and I told her to start with the one bedroom. She said they have a one bedroom starting at $1,195 and two bedrooms start at $1,250. I asked about the difference in the square footage. She told me the price is not based on the square footage but the one-bedroom was about 750 square feet and the two-bedroom was about 900 square feet. She was not confident of the exact square footage. Día said, “they just acquired the property about a year ago and the prices are all over the place”.

Día was not leading the conversation. She would wait for me to ask more questions instead of her being proactive in the conversation. I asked her about a two bedroom and she said they did have some available. She quoted the size and price again. There was a long pause as I waited for her to invite me in for a tour. She then asked when I was looking to move in. I told her the beginning of February. She said, “OK” and there was a pause. She went on to tell me they hold apartments for 60 days and until January 31st they are offering one month for free. She said parking is $125 a month. She said they do not cover water, trash, or sewer, and they have electric.

Día asked if I had any more questions as if she wanted to bring the conversation to a close. I asked if they had a model to show. She said they did not but she could show me the vacant. I paused and waited for her to invite me in for a tour. She said she wouldn’t be available unit Wednesday, 1/22/2020. I agreed and we set a time for 12:30 PM.

She asked for my first name and my phone number. Her voice seemed to be fading out. She said she would send me a confirmation text which she did not.

Overall, Día had a professional voice yet she struggled through the conversation. At time I felt she didn’t know what questions to ask me so it became awkward. There were many pauses during the call. She did not take the lead in the conversation. I had to invite myself in for the tour.

Community information

  • 1. Did you easily locate the community?Please Select0/0
  • 2. Were the main community signs clear, visible and in good condition?Please Select0/0
  • 3. Were there adequate signs directing you to the community?Please Select0/0
  • 4. Was the leasing office easy to find?Please Select0/0
  • 5. Were the lawns and landscaping neat and trim, and free of all trash?Please Select0/0
  • 6. Was the general appearance of the parking area in good condition and free of trash?Please Select0/0
  • 7. Was the leasing office clean, neat, and orderly?Please Select0/0
  • 8. Did the leasing office communicate warmth and welcome?Please Select0/0
  • 9. Was your first impression of the community and curb appeal a positive one?Please Select0/0
  •  Total: 0/0
    0
    NAN

Greeting - 20 points possible

  • 1. Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • 2. Did the Leasing Professional stand to greet you?Yes3/3
  • 3. Did the Leasing Professional shake your hand?Yes0/0
  • 4. Did the Leasing Professional introduce him/herself?Yes2/2
  • 5. Did the Leasing Professional obtain your name during the visit?Yes2/2
  • 6. Did the Leasing Professional continue to use your name in the conversation?No0/2
  • 7. Did the Leasing Professional ask you to sit down?No0/2
  • 8. Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?No0/3
  • 9. Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • 10. Was the Leasing Professional wearing a nametag? No0/0
  • 11. Did the Leasing Professional remember your telephone call?Yes1/1
  • 12. Did the Leasing Professional have previous information on you readily available?No0/1
  • 13. If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
  •  Total: 12/20
    12
    60

Comments (Please explain in detail your experience as you entered the leasing office). :

I arrived at The Cecil and had to park out front and pay for parking on the street. There were no signs to direct me to future resident parking. There were no signs for the leasing office either.

I approached the door to the building. The instructions on the call box were to dial 197 for the leasing office. I did so and the call went to the same voicemail I received over the phone that listed a directory of the properties. I randomly pushed #5 and heard a voicemail from Miles but his voicemail was full so I couldn’t leave a message. It was 12:33 PM at this point and I received a text message from Día asking if I was there at the property. I responded that I was standing outside. She told me to dial the Leasing Office so she could buzz me in. She simply could have come and opened the door to greet me. Again, I dialed the 197 to the leasing office and received the same voicemail that I had gotten the first time. I sent another text message to Día to let her know that the call box was not working. I sent another text to ask her if she could let me in (see attached for these screen shots). She then came to the front door and let me in. I was already frustrated at this point.

Día was wearing a long winter coat with a large purse bag around her neck. She kept this on for the entire tour. She greeted with a smile and handshake and she introduced herself. This eased my frustration over the door entrance situation. She took me into the leasing office. There was a lady already sitting at Día’s desk which I perceived as a possible future resident since Día was preparing two folder brochures for the both of us. This seemed to be her tour appointment before mine. I was thinking she scheduled the tours too close together.

The leasing office seemed dim. Día’s desk appeared empty as if it was a make shift office that they had just moved into. She later told me that her management company had just taken over from another company a year ago. There was another individual in the back office who was visible but I was never introduced to that person nor did that person attempt to introduce herself.

After Día finished with the previous prospect and that person left she then turned to me and recapped the size apartment I was seeking as we stood. She did not invite me to have a seat at her desk to review the Qualifying questions so she never asked me about what I was seeking in my new home and community.

I reminded her I was open to either a one or two bedroom depending upon size and price. She asked me when I was looking to move in and I told her towards the end of February. She asked me what price range I wanted to stay within. I told her I wanted to stay within $1,500. She said she would definitely be able to accommodate me. She then started telling me about a one bedroom they would have available at the end of February but she said the tenant is still in the apartment so I couldn’t see it. She showed me the floor plan of this apartment. She said the price is $1,050 and the square footage is 750. After this she immediately took me on a tour.

Indentify Needs - 26 points possible

  • 1. Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) No0/2
  • 2. Did the Leasing Professional determine how you knew about the Community?No0/2
  • 3. Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • 4. Did the Leasing Professional identify your move-in date?Yes1/1
  • 5. Did the Leasing Professional identify number of occupants?No0/1
  • 6. Did the Leasing Professional identify phone number and/or email address?Yes2/2
  • 7. Did the Leasing Professional identify price range or budget?Yes1/1
  • 8. Did the Leasing Professional identify if you have any pets?No0/1
  • 9. Did the Leasing Professional identify where you live now?No0/1
  • 10. Did the Leasing Professional ask why you were moving?No0/2
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/2
  • 12. Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). No0/2
  • 13. Did the Leasing Professional demonstrate the features of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • 14. Did the Leasing Professional discuss the features and benefits of the model apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • 15. Did the Leasing Professional request a photocopy of your identification before taking you to a vacant apartment? No0/2
  •  Total: 11/26
    11
    42.31

Comments on Qualifying Needs. (Please state in when the guest card was filled out - Before/During/After the Tour).:

Dia did not review any Identifying needs before the tour. Some of the questions were answered over the phone so points given.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? Yes0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?Yes1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?Yes1/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?No0/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?Yes2/2
  • 6. Did the Leasing Professional mention the professional management?Yes0/0
  • 7. Did the Leasing Professional mention 24-hour maintenance services?No0/1
  • 8. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)Yes2/2
  • 10. Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/1
  • 11. Did the Leasing Professional get you actively involved in conversation during the tour?Yes1/1
  • 12. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. No0/3
  • 13. Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes2/2
  • 14. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. No0/2
  •  Total: 11/19
    11
    57.89

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

Before the tour Día did not ask for my ID. I did not observe any guest card for my appointment. She first took me to the resident lounge. She said I could reserve the space and it is on a first come first serve basis. She let me walk through myself to view the kitchenette. Next, we went to the gym. It was beautifully remodeled. It was small but a great use of space. We then walked to the second floor since she informed me that the elevator was not working. She did not inquire if I had any medical condition that would prevent me from walking up the steps. I asked her how often the elevator was not working and she told me that is the first time in six months since she had been there that it was not working.

We walked into the two-bedroom/two baths vacant. Día let me walk through and look for myself. The vacant was not clean and Día did not offer an explanation until I asked if it was a finished apartment. She said it was not finished since the last person moved out. There was a missing toilet in the 2nd bathroom. It didn't show well. I asked if I could take some pictures and she said that was fine. I told her the cabinets looked very “beat up” and she said they would replace those cabinets with no hesitation. She explained that they had just gotten approved to replace some of the kitchens. She said this is one of them and they had just acquired this building about a year ago.

I asked if they had a rodent problem and she said, “they did not but you might find some small bugs in the basement”. I liked the spaciousness of the open floor plan in the two-bedroom vacant. She gave me the price of $1,300 when I asked about price. Día asked me what I thought and if I wanted to see another vacant. I asked about a one-bedroom and she told me she wouldn’t have a one-bedroom until the end of the month. I asked if it would be renovated and she said she would have to check until the current tenant moves out.

Overall, Dia provided me information during the tour when I asked questions or posed objections. She didn't take the opportunity to ask me about my apartment and/or community preferences during the tour. She didn't engage in conversation with me other than pointing out the basics.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?No0/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • 3. Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes2/2
  • 4. Did the Leasing Professional mention current specials?No0/0
  • 5. Did the Leasing Professional make you feel welcome at the community? (Please explain in detail in the comment box following this section.)Yes2/2
  • 6. Did the leasing professional attempt any of the following closes? A maximum of 8 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 10 points. If no, then check this box “No” and no points will be earned. No0/8
  • 7. Did the Leasing Professional ask you to fill out an application?No0/0
  • 8. Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • 9. Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?No0/0
  • 10. Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • 11. Did the Leasing Professional attempt to schedule another visit to the community?No0/2
  • 12. Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • 13. Did the Leasing Professional suggest you visit the company website?No0/0
  • 14. Based on the Leasing Professional's presentation, would you have leased an apartment?No0/10
  • 15. If unable to meet your needs, did the Leasing Professional refer you to another community?Yes0/0
  • 16. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • 17. Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 7/30
    7
    23.33

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

As we walked back towards the front door Día said they do a resident breakfast occasionally. I asked if they had a model and she apologetically said they did not. As we stood in entrance at the front door I asked if she had a business card. She had already given me the two floor plans with the amenity sheet. The brochure folder along with the contents looked very professional. She went to retrieve a business card as I waited in the lobby.

I told Día I parked out front with paid for parking and I asked about the parking. She told me they had a gated parking lot which was very secure. I asked if they had any problems with car break-ins and she assured me they had not had problems. I told her I work from home a couple days out of the week and needed a quiet building. She said it is definitely quiet. I asked if they were getting folks from the hospital moving in. She hesitated and said she couldn’t say but they do have professionals living in the building. I told Día I wanted to see the Greene House and she offered to call the agent and set up the appointment for me. I declined politely and said I would reach out. She thanked me for coming in and the tour ended. I left the building.

Overall, Día was professional and friendly yet I felt indifferent to the tour since it lacked engagement from Dia. She kept her coat on the entire time which made the visit feel cold. The office was bare and didn’t give a feel of a warm and inviting place to live upon first impression. I was not invited back into the office after the tour to review exact pricing. Día never went over the application process with me nor did she ask if I wanted to apply. She was not wearing a name-tag. She did not ask to follow up and I have not gotten a follow up call from her. She never took my email address.

Fair Housing

  • 1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  • 2. When ask about the majority types of people that live in the community did the Leasing Professional say "We rent to anyone that qualifies" or something similar?Yes3/3
  • 3. When you asked, "What kind of security do you have?" or "Is this a safe area?", Did the Leasing Professional respond properly? (Please answer in the comment box at the end of the section.)Yes2/2
  •  Total: 5/5
    5
    100

Comment (This is mandatory that you answer question #3 in the Comment Box).:

I told Día I parked out front with paid parking and I asked about the parking. She told me they had a gated parking lot which was very secure. I asked if they had any problems with car break-ins and she assured me they had not had problems. I told her I work from home a couple days out of the week and needed a quiet building. She said it is definitely quiet. I asked if they were getting folks from the hospital moving in. She hesitated and said she couldn’t say but they do have professionals living in the building.

Follow Up - 24 Hours - 15 Possible Points

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  • 2. Did the leasing consultant follow up again within 5 business days?No0/5
  •  Total: 0/15
    0
    0

Comments:

Dia did not follow up with me.

Performance Evaluation

Total Phone Score: 50%
On Site Score: 40%
Total Score: 0%

General Questions