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Report For Janine Stepp at Metro Heights

Report For Janine Stepp at Metro Heights

0%
Current Score
21.86%
Average Score
  • 22%
    02-18-2020
  • 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).Yes3/3
  • 3. Did the Leasing Professional identify him/herself?Yes3/3
  • 4. Did the Leasing Professional obtain your name during the telephone presentation?No0/3
  • 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.)Yes3/3
  • 7. Did the Leasing Professional ask for your telephone number? No0/15
  • 8. Did the Leasing Professional ask for your email/physical address?No0/3
  • 9. Did the leasing agent ask for your preferred method of contact?No0/3
  • 10. Did the Leasing Professional ask how you knew about the community?No0/3
  • 11. Did the Leasing Consultant determine apartment size?No0/3
  • 12. Did the Leasing Consultant determine move-in date?No0/3
  • 13. Did the Leasing Consultant determine number of occupants?No0/3
  • 14. Did the Leasing Consultant determine if you had any pets?No0/3
  • 15. Did the Leasing Consultant determine your price range?No0/3
  • 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?No0/3
  • 18. Did the Leasing Professional suggest you visit the company website?No0/3
  • 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?No0/3
  • 21. Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)No0/15
  • 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: 12/100
    12
    12

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 called Metro Heights four times before getting an actual agent. The first few times, it rang until it was picked up by an operator which advised to try the call again later. That was surprising and I initially thought I had the wrong phone number. But after checking and getting the operator again, I realized the number was in fact correct. I just expected to hear a voicemail stating the property name and information. Eventually, the phone was answered by an agent. She said, "Thank you for calling Metro Heights, Janine speaking. Can I help you?" I said that I was calling to see if there were any two- bedrooms available. Janine immediately stated that they were currently working off a waiting list and that I could come in with a picture ID on Tuesday's between 10:00 am – 3:00 pm to fill out a short form to be added to the list. I asked if there was a model that I could come see and Janine advised that they did not have anything available to show at the moment. I then asked how far out was the waiting list and she said about 1 year to 18 months. I attempted to engage Janine more and asked if there would be any one-bedrooms available sooner and she said the waiting list was for 1, 2 and 3 bedrooms, all of which would approximately be available around the same amount of time. I verified that the process to get on the waiting list was to come and apply on any Tuesday from 10:00 am – 3:00 pm. Janine confirmed and then I asked if I should ask for her specifically. Janine said no that I did not need to ask for her and that I just needed to use the call box at the front door to call the leasing office and someone would buzz me in.

Before hanging up, I again verified her name and Janine ended the call. Overall, Janine was polite. However, her tone came across as rushed. Based on the call alone, I would not have much interest in visiting the property.

On 2/18/2020 I called back to verify that someone would be there when I arrived.

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?No0/0
  • 5. Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • 6. Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • 7. Was the leasing office clean, neat, and orderly?N/A0/0
  • 8. Did the leasing office communicate warmth and welcome?N/A0/0
  • 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?Yes2/2
  • 3. Did the Leasing Professional shake your hand?No0/0
  • 4. Did the Leasing Professional introduce him/herself?No0/2
  • 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? No0/1
  • 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
  • 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 section below.) N/A0/0
  •  Total: 11/20
    11
    55

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

I walked up to the building. The note on the door which advised to call the leasing office. I attempted to call, but was unsuccessful. The call box was not simple to use and took a moment to figure out. No one ever answered my call to the leasing office. But eventually, a leasing agent came to the door to let me in. I said that I had called and she seemed to remember. She said she was the only one in the office and was on the phone. She directed me to have a seat in a small office across the hall from the leasing office. She came over and gave me a waiting list application and I began to fill it in. She asked for my photo ID and let me know that she just needed to look at it. While filling in the form, she advised me on how to fill it in correctly. She asked the number of occupants and I said just myself. She asked me to fill in my name, contact phone number, birth date, Social Security number, source of income, gross annual income, employment or student, checking or savings account, any required accessible features. I completed and signed the form and then she let me know they would stay in contact with me with the phone number provided. She said that she would get my name in the system as soon as possible and to update them if I had any change in my income. She was going to close, but I asked if they had any model apartments. She said that they were full and did not have any models to show. I tried to engage her with more questions but she did not give much. She said they were actively working on the waiting list, and that they had 70 units with one-year leases, so it would just be a matter of people moving. I felt that she was in a rush to get back to the office. I think she picked up on my inquisitiveness and she did eventually ask if I had any questions; but I didn't get the impression that she had a genuine interest in answering them. I then asked if she had anything with the phone number or a business card. She kindly said she did and went back across the hall to the leasing office to get it. She came back with her property manager's business card (Felicia King). I then asked for her name because she had not mentioned it prior to me asking. I asked if they only had 2 BR's and she then let me know that they had 1, 2, and 3 BR's. I began to take notes on the business card and let her know that was in an attempt to remember the properties I had visited. I thought my interest might prompt her to provide me with some additional marketing material to take, but she did not offer anything more. I even mentioned how nice the property looked and she did say it was a new property and well maintained and up to date. I thanked her and the tour ended.

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.) No0/3
  • 2. Did the Leasing Professional determine how you knew about the Community?No0/3
  • 3. Did the Leasing Professional identify size of apartment you needed?No0/1
  • 4. Did the Leasing Professional identify your move-in date?No0/1
  • 5. Did the Leasing Professional identify number of occupants?Yes1/1
  • 6. Did the Leasing Professional identify phone number and/or email address?No0/3
  • 7. Did the Leasing Professional identify price range or budget?No0/1
  • 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?No0/1
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/1
  • 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
  • 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.)No0/3
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? Yes3/3
  •  Total: 4/25
    4
    16

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

Janine made no attempt to identify any of my needs. In fact, I found it to be a put off that I was immediately asked to provide such personal information like Social Security number, annual gross income, and banking information for such an informal meeting. It didn't make sense to me to provide that type information without even being given the opportunity to get some more insight on the property and/or community. At that point, I had not seen more than the property lobby, so to apply to be on a waiting list for a property that I had very little information on was disappointing to say the least.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? No0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?N/A1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?N/A0/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?N/A0/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?N/A0/2
  • 6. Did the Leasing Professional mention the professional management?No0/1
  • 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.)No0/2
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)No0/2
  • 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?No0/1
  • 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. N/A0/2
  • 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. N/A0/2
  •  Total: 1/20
    1
    5

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

Janine let me know there were no available units to show. She said the building had 70 units, and they were currently at full occupancy. However, I felt like she could have still shown the building and common areas as well as explained the community and/or apartment features and gave some marketing material detailing the floor plan, amenities, etc. Please note that Janine was nice and not rude in any way, just very disengaged.

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?No0/1
  • 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?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 8 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? No0/0
  • 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?No0/0
  • 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?No0/2
  • 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: 4/30
    4
    13.33

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.):

Although Janine made it clear that there was a lengthy waiting list, she did not make any effort to provide information on the community. I had to engage her and ask questions directly to get any information.

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?N/A0/3
  • 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.)N/A0/2
  •  Total: 0/5
    0
    0

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

During our brief interaction, Janine did not say say or do anything that could have been perceived as discriminatory.

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?N/A10/10
  • 2. Did the leasing consultant follow up again within 5 business days?N/A5/5
  •  Total: 15/15
    15
    100

Comments:

Janine let me know that I would not be contacted until my name came up on the waiting list.

Performance Evaluation

Total Phone Score: 12%
On Site Score: 30%
Total Score: 0%

General Questions