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Report For Kesharna Roberson at The GREENEHOUSE Apartments

Report For Kesharna Roberson at The GREENEHOUSE Apartments

0%
Current Score
48.37%
Average Score
  • 48%
    1-27-2020
  • 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.No0/0
  • 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?No0/3
  • 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.)N/A0/3
  • 7. Did the Leasing Professional ask for your telephone number? No0/15
  • 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?No0/1
  • 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?Yes5/5
  • 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: 36/100
    36
    36

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

I received the standard voicemail when I called the main line. I dialed #3 and the phone rang twice. A female answered with a lot of interference in the background. She said, “hello” and we went back and forth trying to hear the other. She didn’t state her name nor the name of the property until I had to clarify where I was calling. She said this is the PMC Property Group. I had to then ask for her name and she said her name was Ke (Kesharna). The entire greeting with confusing and not professional.

I told Ke I was checking on availability of their apartments. She asked me what “kind” of unit am I looking for. I told her I needed a one or two bedroom and it depended upon the size and price. She asked me when I was looking to move. I told her I was looking towards the end of February. She said she would be “happy to help me”. She asked me for my budget. I told her I did not want to go over $1,500. She said the one-bedrooms start from $1,115 and they are spacious compared to most other properties. She said the two-bedrooms start at $1,425 which are spacious as well. She said they do not take care of utilities but only trash and recycling. I asked what the average cost of utilities would be and she said it is based upon usage.

I paused and waited for her to lead the conversation. Instead of asking me what I preferred in my new apartment home and community she proceeded to tell me they didn’t have washer and dryers in unit. She told me about the laundry rooms and how to pay for each load. I waited for her to lead. She said they do not offer parking and I would have to arrange for my own monthly parking. She did say there were a bunch of garages of my choice. She told me they are offering a special of a month free move-in credit and a waived application fee. There was another pause as I waited for her to invite me for a tour; Instead, she asked if I had any other questions. So, I asked her if she had a model to show and she said she did. She invited for a tour at 12:00 noon on Monday.

Ke repeated the name of the property back to me and she re-introduced herself. She gave me her cell number so I could send her a text to confirm our appointment. I offered to give her my information but she insisted I sent her a text and she never replied back.

Ke thanked me for calling and we said our goodbyes.

Overall, the initial greeting came off as very unprofessional. The call was not answered with the name of the community and the agent introducing herself. Ke told me everything they didn’t offer instead of asking me probing questions about my apartment search such as my apartment and community preferences. She could have asked me what had interest me about their community. Ke struggled through the phone call and it felt awkward. She paused many times to think of things to tell me and not ask me. I had to invite myself in for the tour and I had to wait three days to take a tour. I even had send her a text to confirm the appointment with her.

Community information

  • 1. Did you easily locate the community?Yes0/0
  • 2. Were the main community signs clear, visible and in good condition?Yes0/0
  • 3. Were there adequate signs directing you to the community?Yes0/0
  • 4. Was the leasing office easy to find?Yes0/0
  • 5. Were the lawns and landscaping neat and trim, and free of all trash?N/A0/0
  • 6. Was the general appearance of the parking area in good condition and free of trash?N/A0/0
  • 7. Was the leasing office clean, neat, and orderly?Yes0/0
  • 8. Did the leasing office communicate warmth and welcome?Yes0/0
  • 9. Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  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?Yes2/2
  • 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.)Yes0/0
  •  Total: 14/20
    14
    70

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

I arrived at The Greene house at 11:50 AM. I was early enough to be on time and knowing that I would have to find a place to park. I was able to park only a block away. I paid for 40 minutes of parking giving myself enough time for the tour. I sent Ke a text saying that I was confirming our 12-noon meeting and I would be there in 10 minutes. I did not get a response. I waited in the car until a minute before noon and then walked to the front of the building. I followed the instructions on the call box but know one answered to buzz me in. I went back to my car and called Ke on her cell phone eight times. Each time I called the phone rang once and hung up. I wasn’t able to leave her a voice message. I walked back to the front of the building.

After attempting to use the call box again, I looked in through the window and could see someone sitting at her desk in the Leasing Office so I knocked on the window. This person came and let me in. She did not introduce herself at first. I asked if she was with Leasing and she said in a friendly manner, “no unfortunately not, I am one of the property managers”. I thought interesting that she does not identify herself as being part of the leasing team. When I learned she was the Property Manager I explained that I had a 12-noon appointment with Ke and I tried getting a hold of her. I detailed all my failed attempts as she listened. I then showed her the call log. She said they were having problems with their phone system. I explained to her that I called the main line and got Alex. Alex took my first name and not my phone number. She said she would contact Ke and she hung up before I could say anything else. I never received a call back from Alex. When I tried calling Alex back no one answered and voicemail did not pick up.

The property manager, who never introduced herself, said she would call Ke and see where she was. The PM told me that Ke leases for five buildings and she is probably on her way over to this building to meet with me. She confirmed Ke was on her way so I continued to air my challenges with their phone system. I told her in an attempt to view an apartment I had tried several of the numbers you can push when you dial the main number. I explained I had left Shelby several messages then her voicemail was full and I could no longer leave a message. Shelby never called me back. Also, I had gotten a “Miles” voicemail and his was full as well so I couldn’t leave a message. The PM tried to explain the problem with the phone system. After venting all my challenges this PM never offered to expedite my tour and help me herself. Instead, I had to wait 40 minutes for Ke to arrive. Ke is the one that told me to be there at 12-noon on our initial phone call the previous week so time management is an issue. I had to go put more money in the parking machine and come back.

When I came back to the leasing office after paying for my parking then Ke was there. She greeted me at the door and apologized for being late. She had a large Styrofoam cup in her hand. It gave me the impression she was eating lunch while I was waiting.

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.)?Yes2/2
  • 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). Yes2/2
  • 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: 15/26
    15
    57.69

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

Before the tour, Ke invited me to have a seat in the office. She reviewed availability off of sheets of paper that were very wrinkled. She confirmed my move date, size apartment, floor preference, and my budget. No other questions were asked of me.

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?No0/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?No0/2
  • 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. Yes3/3
  • 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: 12/19
    12
    63.16

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

We began the tour and Ke did not ask me for my ID before the tour started. She pointed out the mailboxes and the package room first. She told me about the rooftop but I did not see it. She did show me the gym before we saw the vacant. We viewed a laundry room and she told me they have six sets of WD for 114 units in the building. I vented my concern and she said she didn’t think there were any issues since it is open 24-hours. I asked if there were any options of having the WD in unit and she said, “no, not here”. She didn’t ask if that was a “deal breaker”.

She showed me two vacants. We walked into the two-bedroom vacant. She pointed out how spacious it was. She told me each unit is unique and no floor plan is the same. She explained how the management company bought the building and remodeled it. She gave me the price and told me trash and recycling were covered but the tenant was responsible for all utilities. Ke let me walk around the vacant. The vacant was clean and the temperature was 70 degrees so it felt comfortable. I vented my concern over the high ceilings and asked about the average cost of the utility bill but Ke said it was based on usage so she didn’t know. I told her the two-bedroom was too much space so we went to the one-bedroom.

We took the elevator to a one-bedroom vacant. Ke let me walk around and she explained the differences in the old flooring versus the new flooring. She pointed out the appliances and exposed brick. She gave me the price of the unit and let me walk around myself. I walked into each room. I asked if a queen size bed would fit. She said it would and she said she would take me to the model and show me that bedroom.

I asked Ke if they get a lot of hospital people living in the building. She told me she could not answer that directly but told me they give discounts to the hospital employees. I asked how many units they had vacant and she told me they had eleven.

We walked to the model. The model showed well with the furniture. Regardless of size apartment needed the model should always be shown. It really gives you a feel as the home you’ll be living in. She took me to the bedroom to show me how the furniture fits. Ke offered me water or a coke from the refrigerator. I asked if they have any security problems and she said she couldn’t answer that directly but packages are left out in the lobby and they are not taken.

As we walked back to the leasing office, Ke asked if I was affiliated with the hospital. She told me I do pay the deposit at the time I would apply.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?Yes1/1
  • 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. No0/2
  • 4. Did the Leasing Professional mention current specials?Yes0/0
  • 5. Did the Leasing Professional make you feel welcome at the community? (Please explain in detail in the comment box following this section.)No0/2
  • 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. Yes8/8
  • 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.?Yes0/0
  • 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?No0/0
  • 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: 12/30
    12
    40

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 to the leasing office, Ke asked if I was affiliated with the hospital. I said I was not but she did not ask me anything about where I currently lived, where I worked, or why I was moving. She told me I do pay the deposit at the time I would apply. Ke told me she would send me an email to recap what we discussed and a link for me to apply.

We sat at the round table in the office and she handed me a posted note for me to write my first and last name along with my email address which I did. She told me the best form of contact would be to text her on her cell phone yet she had not responded to my previous text messages. I had to ask for her business card. She did not review the application process nor did she ask me if I wanted to apply that day. She thanked me for coming and the call ended.

Overall, Ke was thorough with the demonstration and she handled the majority of my objections. I did not observe a guest card. She did not take time to probe about my apartment search or my apartment and community preferences before we began the tour so she really couldn’t speak to my needs during the tour since she never asked. She never asked me to apply. She only told me that I would need to place a deposit upon applying.



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?", how did the Leasing Professional respond? (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 asked Ke if they get a lot of hospital people living in the building. She told me she could not answer that directly but told me they give discounts to the hospital employees.

I asked if they have any security problems and she said she couldn’t answer that directly but packages are left out in the lobby and they are not taken.

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?Yes10/10
  • 2. Did the leasing consultant follow up again within 5 business days?No0/5
  •  Total: 10/15
    10
    66.67

Comments:

Ke did follow up with an email that same day (see attached). She did not follow up again.

Performance Evaluation

Total Phone Score: 36%
On Site Score: 59%
Total Score: 0%

General Questions