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Report For Carlos Brandford at 101 Wells

Report For Carlos Brandford at 101 Wells

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Shop Description

THE PHONE CALL MUST BE RECORDED USING THE FOLLOWING PROCESS: The Shopper will Dial access number: (201) 215-6812 and enter the PIN: 403868673. Then wait for the dial tone. The Shopper will manually dial the phone number listed under the "Details" of this shop. You will use the following format: AREA CODE + PHONE NUMBER (ex: 2013993020). Your call will connect and be recorded. You will be calling the leasing agent's cell phone. The leasing agent answers with the name of the property management company not the community because they represent more than one community.

Please review the price points on the company's website at https://www.pmcpropertygroup.com/location/baltimore

The Onsite Visit must be recorded using the Free SMART RECORDER Phone App. Please download this to your phone.

Office Hours: Monday to Saturday, 10 AM to 5 PM.

DUE TO COVID-19 YOU MUST MAKE AN APPOINTMENT AND ADHERE TO THE CDC GUIDELINES OUTLINED ON YOUR SHOPPER DASHBOARD UNDER DOWNLOADS.

PLEASE READ THE NEW CLIENT REQUIREMENTS ON YOUR SHOPPER DASHBOARD. These jobs are IMMEDIATE ASSIGNMENTS. If the job is unassigned to your Shopper Dashboard before the Shop Date you selected then you will be informed in an email or text.

The company that manages this property utilizes a special database to track information on all callers/guests. As a result, if you have called or visited another property managed by this company in the past (whether for a shop or as an actual prospect), your contact information will be saved in their system. When the leasing professional attempts to enter your information during the telephone call OR onsite visit, they will be notified of WHICH other properties you have visited and WHEN. This can be an immediate red flag that you are a shopper!

To preserve your identity as a shopper, MAMS requires that you alter your contact information as follows for this shop: Nickname or variation of your name - (Ex: Tina = Christina, Chrissy, Chris, etc.). You can make up a middle name and say you go by it, or you can use a different last name if you can say you were married/divorced.

If you have visited this property in the past at any time please do not go back to the same property.

Performance Evaluations

Information

  • Agent: Carlos Brandford
  • JOB#: 26943_093020122
  • Shopper Name: Teri Murphy
  • Property Name: 101 Wells
  • Address: 101 East Wells Street, Baltimore, MD, USA
  • Shop Date: 10-14-2020

General Questions

  • Date of Phone Call: 10/14/2020
  • Time of Phone Call: 12:10 PM
  • Length of Phone Call: 3:44 minutes
  • Date of Onsite Tour Visit: 10/14/2020
  • Time of Onsite Tour Visit: 1:30 PM
  • Length of Onsite Tour Visit: 20:00 minutes
  • SHOPPER INFORMATION :
  • Shopper Name Given : Teresa
  • Shopper's phone number given: 301-518-1453
  • Shopper's email address given: tlm2007@yahoo.com
  • How you heard about the property: apartments.com
  • Apartment size needed: 2 bedroom
  • Date home needed: November 2020
  • Pets: Cats
  • Number of occupants: Two
  • Reason for moving: Lease is Up
  • Special preferences or needs: Hardwood Floors
  • Where you shown a model and/or a vacant?: Yes
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  • A NOTE ABOUT OUR SCORING SYSTEM:
  • OUTSTANDING : 95% TO 100%
  • ABOVE AVERAGE: 88% TO 94.9%
  • AVERAGE: 78% TO 87.9%
  • BELOW AVERAGE: 77.9% OR BELOW
  • EXECUTIVE SUMMARY:
  • Leasing Professional's overall attitude and impression: Carlos was very friendly and helpful. He had a warm personality and it was easy to connect with him
  • Leasing Professional's strongest points: Carlos helpful and friendly personality. He was very well versed during his onsite demonstration about the building and availability along with pricing.
  • Leasing Professional's weakest points: I began calling Carlos on Tuesday, 10/13. After playing phone tag I finally caught up with him the following day only to learn he had been off on 10/13. Perhaps he should have changed his voicemail to reflect his day off and re-direct me to an agent that was working that day. Carlos is soft spoken so with wearing the mask, it was sometimes difficult to understand him.
  • Overall Comments: Carlos was very accommodating, ready to meet with me right after I called to inquire about apartments. He is new to the community, but I would not have known it if he had not told me. He seemed comfortable, confident and knowledgeable about the apartments he is representing.

Uploaded Materials

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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.Yes5/5
  • 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?Yes5/5
  • 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).Yes3/3
  • 4. Did the Leasing Professional identify him/herself?Yes3/3
  • 5. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 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)Yes3/3
  • 7. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 8. Did the Leasing Professional ask how you knew about the community?Yes3/3
  •  Total: 28/28
    28
    100

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 initially called on October 13, 2020 to talk to Carlos and make an appointment to visit with him. Carlos answered but asked if he could call me back. Carlos called back within a few minutes, but I missed the call. I called him back immediately, the phone rang several times and went to voice mail. I hung up, but within minutes Carlos called me back a second time. I returned his call within a few minutes but this time it went to voice mail. I left a message but he did not return my call. I called again and no answer. I finally sent Carlos a text asking to set up a firm time to schedule a call this day because I was extremely busy with work phone calls and did not want to keep playing telephone tag. He did not answer this message. He never returned my calls or text. When I finally called the next day and visited Carlos, he was apologetic for the missed calls the day before. Apparently, the day I was originally calling was a day he was not scheduled to work, he was not at the community. He was overwhelmed with other calls he was catching up on. He was extremely apologetic and so nice that I couldn't be annoyed with the missed calls.

On the second day I called, Carlos answered the phone promptly and introduced himself and the community. I introduced myself since we were playing telephone tag the day before. He greeted me using my name. I told him I was checking on availability of their apartments. My first impression was Carlos has a nice personality and he was professional.

Telephone Identifying Needs

  • 9. Did the Leasing Professional determine apartment size?Yes3/3
  • 10. Did the Leasing Professional determine move-in date?Yes3/3
  • 11. Did the Leasing Professional determine number of occupants?Yes3/3
  • 12. Did the Leasing Professional determine if you had any pets?Yes3/3
  • 13. Did the Leasing Professional determine your price range?Yes3/3
  • 14. Did the Leasing Professional determine specific preferences (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 15. Did the Leasing Professional ask your reason for moving?Yes3/3
  •  Total: 18/21
    18
    85.71

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

Carlos identified my needs by finding out I needed a two-bedroom apartment by the end of November. I'd be moving in with my husband. We did not talk about specific preferences until we met in person. He asked me why I was moving and I told him my lease was up.

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?").Yes5/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).Yes4/4
  • 18. Did the Leasing Professional describe community features, benefits, and/or amenities?No0/4
  • 19. Did the Leasing Professional create a sense of urgency?Yes2/2
  • 20. Did the Leasing Professional explain the limited contact with prospects and offer a virtual tour?N/A3/3
  • 21. Did the Leasing Professional control the conversation?Yes4/4
  •  Total: 18/22
    18
    81.82

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

Carlos asked open ended questions to identify the needs I was looking for, but he did not spent a lot of time talking about community features and amenities at this time. He offered an in-person tour and scheduled a meeting with me this very afternoon. He did take control of the conversation.

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.Yes3/3
  • 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? Yes4/4
  • 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/A5/5
  •  Total: 12/12
    12
    100

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

Carlos invited me in to take an in-person tour and we set a specific appointment.

Telephone Follow-Up

  • 25. Did the Leasing Professional ask for your telephone number? Yes13/13
  • 26. Did the Leasing Professional ask for your email?Yes4/4
  •  Total: 17/17
    17
    100

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

Carlos obtained all of my follow up information during our in person meeting.

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?Yes0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Carlos was fully prepared for our meeting. He met me at the front door to the leasing office. He was very warm and inviting into the community. He was wearing his mask and sure to practice social distancing.

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?Yes1/1
  • 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.)?Yes4/4
  •  Total: 12/12
    12
    100

Comments on the Identifying Needs :

Carlos identified my needs by going over what we had discussed on the phone. He was prepared to show me three different apartments. We talked about move-in date, size of apartments, that I would be moving in with my husband. We discussed pets and the pet policy. And he painted a beautiful picture of me living in this renovated factory that has been so beautifully restored while retaining many of the original beautiful beams throughout.

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.)No0/4
  • 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. Yes4/4
  • 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?Yes3/3
  • 11. Did the Leasing Specialist allow you the opportunity to ask questions, ask for your feedback about the apartment?Yes3/3
  •  Total: 32/36
    32
    88.89

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

Carlos walked me through three different apartments. We walked at a pace so that I could take everything in. The first two apartments were certainly move-in ready, but the third had a little bit of a problem in the kitchen. The stove was in terrible shape. But Carlos assured me that this kitchen was going to be updated with all new stainless appliances before move-in. We also discussed having the carpet pulled up to expose the original hardwood flooring in the building, as in the other two previously visited apartments. Carlos was enthusiastic about the community and apartments in general. He appreciated the charm of the authentic features of the building. I was very surprised when I learned that Carlos has only been in this community for two weeks! He was certainly comfortable and knowledgeable about that apartments and community overall.

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. Yes9/9
  • 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?Yes8/8
  • 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.)Yes0/0
  • 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?No0/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?No0/2
  •  Total: 21/27
    21
    77.78

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.):

Based on meeting Carlos today, I would absolutely want to rent an apartment from him. He was so friendly and easily drew you in. He was confident, came across as really appreciating this property. He told me to go online to apply as soon as possible so I would not miss out on the apartment (the third one) that I liked best. He was extraordinary because of his extremely likable personality. He took time to learn a little about me personally, we learned we were both from PG county. Carlos was well versed even though he had only been at this community for only a few weeks.

Carlos asked me when would I start the application process and I told him I had more places to see. He went on to tell me how quickly the application process takes. He told me to call him but he didn't say he would follow up with a phone call to me.

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).:

I told Carols that my current neighbors were a bunch of young kids that partied all the time and made a lot of noise. Carlos assured me that if there was a problem they would address it immediately as a management team.

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:

Hi Teresa,



Thank you for taking the time to tour at 101 Wells with me today. As promised here is a breakdown of the apartments that we saw, hopefully one is your new home:



Apartment A417 $2,015.00 per month



Apartment B326 $1,725.00 per month (this is the apartment you liked)

Add on: Hardwood flooring $100.00 per month making that apartment $1,1825.00 per month




Upgrades:

+$100/month to install new hardwood floors

+$50/month to install new stainless steel appliances



Security Deposit: $500


Application Fee: $35/applicant (waived)


Utility Averages (exact amount is dependent on usage):

Water and Sewage $15-30per person/ month

Electric $70-90 for 1 bedroom, $100-120 for 2 bedroom



Parking:

1 Parking Pass is included in your rent. You can purchase an additional pass for $100/month


Pets:

One time pet fee of $250 and $25/month pet rent


If you have any other questions or concerns please let me know, I am here to help!






Carlos Brandford

Property Manager

PMC Property Group

103 E. Wells St, Leasing Office

Baltimore, MD 21230

Office: 443-842-6121

Cell: 410-215-1116

Performance Evaluation

Total Phone Score: 93%
On Site Score: 90%
Total Score: 0%

General Questions