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Report For Patti Gorman at Adelphia House

Report For Patti Gorman at Adelphia House

0%
Current Score
63.43%
Average Score
  • 45%
    07-30-2020
  • 82%
    12-31-2020
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • 1. Were you able to reach a 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.N/A0/5
  • 2. If you had to leave a voice message was your call returned within 2 hours? If no, please tell us in the comment box how many times you called and did not receive a live person and/or how many times you left a message. Please let us know if you received a call back at all?N/A0/5
  • 3. 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).N/A0/3
  • 4. Did the Leasing Professional identify him/herself?N/A0/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?N/A0/3
  • 6. 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)N/A0/3
  • 7. 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
  • 8. Did the Leasing Professional ask how you knew about the community?N/A3/3
  •  Total: 3/28
    3
    10.71

Telephone Greeting Comments (Please provide the Telephone Greeting in the comment box below. Explain all your "No" or "NA" answers.) How many rings before the Leasing Professional picked up?:

I had left Patti a voicemail on Thursday, July 16th (see attached at bottom of report). She did not call me back until Monday, July 27th and she left me a voicemail. After 11 days of hearing nothing I would have just written that building off as a home of interest. When I called her back the same day, I got her voicemail again. I then received a text message from her on Monday, July 27th (see attached at bottom of report). She asked me via text what my budget was and what size apartment I needed. We were able to set a time for a tour. She told me to text her if I needed anything else; Otherwise, she would see me at our scheduled time.

I later learned onsite that Patti was responsible for 10 of the 90 PMC Property Group apartments in Philadelphia.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?N/A0/3
  • 10. Did the Leasing Professional determine move-in date?N/A0/3
  • 11. Did the Leasing Professional determine number of occupants?N/A0/3
  • 12. Did the Leasing Professional determine if you had any pets?N/A0/3
  • 13. Did the Leasing Professional determine your price range?N/A0/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?N/A0/3
  • 15. Did the Leasing Professional ask your reason for moving?N/A0/3
  •  Total: 0/21
    0
    0

Telephone Qualifying Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Size apartment and budget was determined through text messages. The personal touch of a phone call did not happen. It just seemed Patti was too busy in her day to have time to speak with me over the phone.

Telephone Demonstration

  • 16. Did the Leasing Professional ask open ended questions to identify your specific needs and wants in a new home? (i.e. "What are you looking for in a new home?" or "Describe your ideal apartment home?").N/A0/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).N/A0/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?N/A0/4
  • 19. Did the Leasing Professional create a sense of urgency?N/A0/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A0/3
  • 21. Did the Leasing Professional control the conversation?N/A0/4
  •  Total: 0/22
    0
    0

Telephone Demonstration Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Since there was no phone call there was no demonstration.

Telephone Close

  • 22. Did the Leasing Professional attempt to schedule a specific time for a onsite tour? If a onsite tour was not scheduled then only fill out the telephone portion of this shop report.N/A0/3
  • 23. After you scheduled an onsite tour did a Leasing Professional follow-up with you within the same business day with an email confirming the appointment? N/A0/4
  • 24. If the Leasing Professional did not recommend or offer a virtual tour did they attempt to close in another way. (Please explain in the comment box below how the Leasing Professional attempted to close in another way.) N/A0/5
  •  Total: 0/12
    0
    0

Telephone Closing Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

We did set a time for an onsite tour but all was done through text messaging.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? N/A0/13
  • 26. Did the Leasing Professional ask for your email?N/A0/4
  •  Total: 0/17
    0
    0

Telephone Follow-Up Comments (Please explain all your "No" or "NA" answers/and any additional questions that were asked of you.) :

Patti had my phone number from my voicemail that was left for her but she did not have my email.

Onsite Greeting

  • 2. Did the Leasing Professional greet you with a smile and make a positive first impression appearing to be genuinely interested in helping you?Yes10/10
  • 3. Was the Leasing Professional prepared for your visit based on the information gathered from you during the phone call?Yes5/5
  • 4. Did leasing consultant practice social distancing?Yes1/1
  • 5. Was personal protective equipment offered to you as the prospect?No0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

I arrived at our scheduled time on Thursday, July 30 at noon. Patti was finishing up a tour with another person. I waited a few minutes. As she was done, she approached me and asked me who I was. I said I was Sean then she seemed to realize I was her 12-noon appointment. She asked if I heard what she had told the other prospect as I stood waiting. I believe she was referring to the special since she started recapping the special. She explained the $500 move-in credit and the one month free on a 13-month lease. She recapped that I wanted either a studio or one bedroom. She asked me when I needed to move by and I told her within the next month.

Onsite Identifying Needs

  • 1. Did the Leasing Professional confirm size of apartment you needed?Yes1/1
  • 2. Did the Leasing Professional confirm your move-in date?Yes1/1
  • 3. Did the Leasing Professional confirm number of occupants?Yes1/1
  • 4. Did the Leasing Professional confirm price range or budget?Yes1/1
  • 5. Did the Leasing Professional confirm if you have any pets?No0/1
  • 6. Did the Leasing Professional discuss the floor plans creatively describing features and benefits of the apartment?Yes3/3
  • 7. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?No0/4
  •  Total: 7/12
    7
    58.33

Comments on the Identifying Needs :

Patti recapped my size apartment, move-in date, and number of occupants during the onsite visit. We did not discuss pets.

Onsite Demonstrating

  • 1. Did the Leasing Professional walk you through a model or a vacant at a steady and desirable pace?Yes4/4
  • 2. Did the Leasing Professional try to learn more about you throughout the tour by actively involving you in conversation?Yes4/4
  • 3. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes5/5
  • 4. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes4/4
  • 5. Did the Leasing Professional discuss features and benefits of the community amenities? (Please explain in the comment box at the end of the section.)Yes4/4
  • 6. 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. Yes1/1
  • 7. Did the Leasing Professional effectively overcome your objection(s)? What was your objection and how did the Leasing Specialist respond? Please explain in the comment box at the end of the section. No0/4
  • 8. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  • 9. Did the Leasing Professional appear knowledgeable about the community?Yes2/2
  • 10. Did the Leasing Professional point out advantages you stated were important to you?N/A0/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 29/36
    29
    80.56

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

As we took the elevator to the vacant, Patti did apologize for not being able to connect with me on the phone until the upcoming week. I asked her how many buildings she is responsible for and she said 10 out of the 90 that they have. She seemed extremely busy. We had other people accompanying us on the tour so Patti spoke to the group of us. She explained the size of the available apartments and she asked us what we thought.

Patti pointed me in the direction of a “non-refurbish” to have me take a look. She immediately told me she didn’t think I would like it. She said she had been doing this for 20 years and she is usually right.

She explained the trash removal and showed us the laundry rooms. I mentioned the vacant we saw was extremely hot which reduced my interest wondering if the AC would be working properly.

Patti offered to take me across the street to see another vacant that she thought I would like better. We went to 1300 Chestnut. As we walked, she asked me why I was moving to the city and I explained it would be closer to work. Patti said we would go to the old section first then she would show me the new section. She said water is included, laundry and trash removal on every floor. She explained that I pay for the electric, internet, and cable. She said the new section has a washer and dryer in every unit.

Patti clarified what she meant about the other building when she said, “I would like 1300 Chestnut better”. She stated that all she meant was it was an older building. She asked me if 1300 Chestnut would fit into my budget and I said it would. She asked me when my lease was up and I told her in a month. I asked about parking and she said she would send me my parking options in the immediate area.

As we walked into the vacant, Patti asked me if I liked to “people watch”. I was a little taken back by the question but I realized she was referring to the large windows in the vacant. I told her I would be concerned with the noise. She said, “you really can’t hear anything but it might get a little noisy when the bars close”. I didn’t feel that she handled that objection. Perhaps by explaining the construction of the windows if they were designed to reduce noise would have been helpful.

Overall, Patti seemed to be stretched pretty thin managing 10 properties as I witnessed how busy she was with multiple prospects onsite. She did not ask me about my apartment and community preferences. She would have learned that I did want a more modern kitchen and updated home and she would have taken me directly to 1300 Chesnut instead of showing me Adelphia.

Onsite Closing

  • 1. Did the Leasing Professional create a "strong" sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes7/7
  • 2. Did the Leasing Professional mention current specials?Yes0/0
  • 3. Did the Leasing Professional ask you to lease the apartment today online?Yes0/0
  • 4. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • 5. 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
  • 6. Did the Leasing Professional try to overcome your reason for not leasing today?Yes4/4
  • 7. Did the Leasing Professional attempt to close on you more than once?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 25/27
    25
    92.59

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

Patti asked me what I thought and I told her I really liked it and she was right that I would like this one better. She proceeded to ask if I wanted to start the application process. She reviewed everything that the entire application process with fees and deposits. She said she would send me the link to apply. She reviewed the special. She asked if she answered all my questions and I said she had. Patti told me to text her if I wanted to come back and view it again.

Patti gave me two sheets of paper. These were email print offs which appeared to be in email format. The first page was the available units and their prices and the 2nd page was the link to apply and what I needed to provide for the application process.

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
  •  Total: 0/0
    0
    NAN

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

Patti did nothing to discourage me from leasing; However, I do feel that she steered me away from renting at Adelphia House to focusing my interest on 1300 Chesnut. She said, "She just knew I wouldn't like Adelphia and she felt I would like 1300 Chesnut". She chalked it up to her instinct of being in the business for 20 years. I felt the more professional way to approach which building I was better suited for would have been to ask me open-ended questions on my specific apartment preferences. I would have told her I wanted an updated/renovated apartment with modern appliances.

Follow Up

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?Yes10/10
  •  Total: 10/10
    10
    100

Comments:

Patti had sent me a text message thanking me for visiting Adelphia and 1300 Chesnut. I received the text message on August 1st.

Performance Evaluation

Total Phone Score: 3%
On Site Score: 86%
Total Score: 0%

General Questions