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Report For Lauren Parker at Colonial Square

Report For Lauren Parker at Colonial Square

0%
Current Score
60.82%
Average Score
  • 61%
  • 25%50%75%100%

Performance Evaluations

Phone

  • 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?No0/1
  • Did the leasing consultant ask you how you heard about the community?No0/1
  • Did the leasing consultant request your phone number?No0/4
  • 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?No0/1
  • 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?No0/1
  • 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?No0/1
  • 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: 20/29
    20
    68.97

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): :

After the 3rd ring Lauren answered by identifying herself and the apartment complex and she was professional. Lauren did ask for my name but did not use my name throughout the conversation. She did not ask for my phone number. She did ask me how soon I needed to move and later in the conversation she did ask if any one else would be occupying the apartment, I told her that it would just be me. She asked me what I was looking for and I told her 1-2 bedroom depending on the price. She did not ask for my price range. She did ask if I was moving with pets and I told her that I have one cat. She also asked if I had any preferences and I told her I wanted something updated. During the phone call the leasing agent did not discuss any of the community features or amenities or local area conveniences. She did describe a lower level apartment with a patio that did meet my needs. She also let me know that that apartment was available now. She did describe the apartment before quoting the price. I really didn't feel a sense of urgency during the phone call but Lauren did ask me when I would like to come in to see the apartment and she did set an appointment for later on that day. The overall impression was that Lauren was positive but more neutral than anything else. As a result of the conversation I was interested in seeing the apartment while having no expectations for what the overall community had to offer. Beyond there being a two bedroom apartment available no other information was provided about the community.

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?No0/0
  • Was the leasing office neat and inviting?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?No0/0
  • Were laundry rooms neat and clean? N/A0/0
  • Were common areas pool/playground etc. well maintained?N/A0/0
  • Was your overall impression a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

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

The community was very easy to locate and the community signs we're easy to read and follow. The leasing office was easy to find as well. The signs were in good repair and seemed to be well maintained. There were also green and blue balloons in the front of the complex which made it even easier to find. The complex seemed to be trash free and the landscaping was very neat and attractive. Overall the grounds seemed tidy and well cared for. I did not see any trash or furniture around the dumpsters. All of the trash seemed to be contained inside of the dumpster. The leasing office was neat and inviting with several comfortable seating options. I was not offered any refreshments and there did not appear to be any refreshments available.

The building entries were clean and I didn't notice any clutter. The buildings seemed to also be in good repair and well maintained.
I was not shown the laundry rooms. I was told that there was laundry in each building but that was not included in the tour. I wasn't shown any common areas either and I'm not sure this complex had a pool. I think the pool was at another location and renters at Colonial Square were granted access. Lauren did tell me that there was an exercise facility but she did not show it to me during our time together . Overall it was a positive impression.

Greeting

  • 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?No0/1
  •  Total: 4/5
    4
    80

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

Upon arrival Lauren did greet me with a smile. There was woman looking for an apartment who walked in when I did so Lauren greeted both of us. Lauren was dressed in business casual and her overall appearance was professional and well put together. Lauren did introduce herself to me when I came into the office. She did not have a partially hand written completed guest card available and seemed to be entering/confirming my information from her computer so points given. She did not invite me to fill out any information. Lauren did not seem genuinely interested in helping me. She seemed a little annoyed or irritated like she had done this a thousand times already that day and my visit was one thousand and one!

Qualifying

  • 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?No0/1
  • Did the Leasing Consultant ask or confirm why you are moving? Yes1/1
  •  Total: 7/8
    7
    87.5

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

Lauren did ask how I had heard about the community and I told her apartments.com. She confirmed my move in date at that time as well. She did not ask or confirm any special features other than the fact that I was looking for a two bedroom. She confirmed my phone number by simply reciting my phone number back to me. She just rattled off my number and I confirmed. She did not ask for or confirm my current address. During our tour she did ask me why I was moving and I told her because I was leaving a relationship.

Demonstration

  • 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?No0/2
  • Did the Leasing Consultant speak of the benefits concerning the Management Company?No0/2
  • Did the Leasing Consultant mention maintenance and their quick response?No0/2
  • 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?No0/2
  • Did the Leasing Consultant spend enough time with you throughout the demonstration?Yes2/2
  • Were your objections overcome?N/A0/2
  • Was the vacant/model comfortable (lighting, temperature, clean)?Yes2/2
  •  Total: 10/20
    10
    50

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

We toured a vacant apartment and not a model. The apartment that Lauren took me to was further back in the complex and we drove separately rather than walk. This was awkward. As I followed her out of the building she told me almost as an afterthought that I would need to drive. I had to ask her to repeat the building number and she shouted it to me as she made her way to her car. This exchange seemed unprofessional. The other woman looking at apartments was treated dismissively as well and she and I exchanged a look as if to say, is this really happening. The other woman got back into her car and waited while Lauren showed me the apartment. Because we drove in our separate vehicles there was no attempt to find out more about me.

Lauren did not talk about the management company during her presentation or maintenance. She did point out that there was a pool that I would have access to at another building and that there was a gym on the premises. She did point out the upgraded counter-tops in the kitchen and that there was a USB outlet in the larger bedroom. She did not physically show me other aspects of the property.

The presentation did not feel personalized, It felt extremely transactional. She did not ask me about my furniture or belongings. She did ask me if this particular unit offered enough space. I felt that she did spend enough time with me during the presentation and I did not feel rushed. My main objection was about space/size and I do not feel that she offered a solution. Knowing my budget she could have possibly shown me a larger apartment but did not.

Overall, the vacant apartment was clean. The carpet wasn't in the best shape although it was clean, it appeared worn. There were no lights on when we walked in and she tuned the kitchen and bathroom lights on. The common hallway was clean but it smelled like garbage that needed to be taken out, maybe from one of the other apartments.

Closing

  • Did the Leasing Consultant invite you back to the office?Yes1/1
  • 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?Yes3/3
  • Did the Leasing Consultant create a sense of urgency?No0/2
  • Did the Leasing Consultant ask you why you were not interested in renting today? No0/2
  • 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? No0/1
  • Did you feel that the leasing consultant was giving the sale his/her best effort?No0/2
  • Did the Leasing Consultant attempt to overcome your objections in regards to why you are not ready to lease today and close again?No0/4
  • Based on the Leasing Consultant's performance would you have rented from him/her?No0/5
  •  Total: 18/35
    18
    51.43

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

Lauren did invite me back to the office and promptly asked me if I would be filling out an application today. I told her no. She did not ask me why I did not want to move forward but she did ask if I had given myself a deadline to make a decision. She did not ask me if I was looking at other places. Lauren offered no additional information about neighboring/competing properties. She gave me a folder with information about the complex in it. These were printed out pages that served as a brochure without actually being a brochure. I was not given an application.

Unfortunately, I did not think that Lauren gave her best effort. She seemed disinterested and transactional at best. She really did not try to overcome my objections or make any additional attempts to close me. Based on Lauren's performance I would not be interested in renting from her. Her demeanor on our tour made me feel like I was somehow inconveniencing her or interrupting her day.

Fair Housing/ Crime Supplement - There is no score associated with this section.

  • 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?No0/0
  •  Total: 0/0
    0
    NAN

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?" There are no scores associated with this section. :

When I asked her if there were any security issues that she knew of she did answer properly and told me that I could get information from the local police department if I was concerned or get a security system installed.

She also responded appropriately when I asked her about kids in the complex or if there was a building just for singles. She told me that my questions were against the law which was true but could have been delivered in a nicer way. I felt chastised for even asking. Nothing that she did or said could have been perceived as discriminatory.

Performance Evaluation

Total Phone Score: 69%
On Site Score: 57%
Total Score: 0%

General Questions