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Report For Thomas Bourne at 3600 West Broad

Report For Thomas Bourne at 3600 West Broad

0%
Current Score
88.06%
Average Score
  • 88%
    11-10-2020
  • 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.No0/5
  • 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?N/A3/3
  •  Total: 23/28
    23
    82.14

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 played telephone tag with Thomas and by the time I actually got him on the phone (after 2 phone messages and a text message) he answered knowing who I was since we played phone tag. His voicemail does say the name of the company and he introduces himself. He did not identify 3600 Broad. But I was guessing this was because he does service multiple properties. He was very friendly and inviting to the community.

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?No0/3
  • 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)?Yes3/3
  • 15. Did the Leasing Professional ask your reason for moving?No0/3
  •  Total: 15/21
    15
    71.43

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

I asked if he had apartments available at this time. Thomas asked which property I was interested in and I said 3600 West Broad. He confirmed that he did have apartments available at this location. He asked how I heard about them and I said my husband found them on the internet. He asked how many bedrooms and when I wanted to move in. I told him I wanted two-bedrooms and would like to move in before the end of the month. He did have one available 2-bedroom/2-bath at 1010 square feet that is available between now and four weeks out at a price of $1,523. Thomas also talked about the 18 and 13-month lease term specials that they are running at this time. He did not ask if I had any pets.

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?").No0/5
  • 17. Did the Leasing Professional review the apartment features and benefits (fireplace, washer/dryer, storage, etc.).No0/4
  • 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: 9/22
    9
    40.91

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

Thomas did highlight what was included in the rent and what was not. He trash and parking is included in the rent but water, sewer and electric are not included; However, water, sewer, electric are added to the rent in one bill. He said average cost of utilities is under $100. He did not go into detail about any specific wants or needs or apartment features over the phone. He also did not talk about the community or the amenities. He did create a sense of urgency when he stated that he only had one 2-bedroom available at this time. He did control the conversation.

Thomas did mention trash and parking in the conversation as benefits of the community but he didn't mention any of the community amenities nor highlight any of the apartment features.

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.) :

Thomas scheduled an onsite tour for the next day and he followed up with an email almost immediately after we talked. He did not offer a virtual tour.


Thomas Bourne
To:
'redshoes5454@yahoo.com'

Mon, Nov 9 at 5:20 PM

Hi Terry,

Thank you for your interest in 3600 West Broad Street! This is just a recap below of what we will be touring on Tuesday. Please park behind the building, in the back parking lot where the fence starts overlooking the highway. We are the first unit to the left of entrance. If you need to cancel or reschedule, please let me know.

Unit #433 (2 bedroom, 2 bath) at 1010 square ft. available for a move in date between now and 4 weeks out for $1475. Please see my craigslist posting so you can get a better visual of the actual unit and amenities https://richmond.craigslist.org/apa/d/richmond-months-free-spacious-bedroom/7227041064.html If you take the free month and divide it over 13 months, the price comes to $1362! If you take the 2 free months and divide it over 18 months, the price comes to $1312!

SPECIAL: 2 Months Free With An 18 Month Lease OR If You Do A 13 Month Lease, The Second Full Month Is Free!

All of our units have: modern style kitchens with stainless steel appliances, granite countertops, full size washer & dryers inside the unit, 9 ft. ceilings, expansive windows, hardwood flooring. Trash and parking is included in your rent. Water, sewer, and electric usually averages under $100 a month. We use Comcast for your internet /TV/ home phone provider. There is a $35 application fee and a $99 security deposit. If you have a pet, there is a non-refundable pet fee of $300 per pet and its $25 monthly per pet.

Other amenities include: 24 hour resident lounge with free Wi-Fi, big screen TV, and furnished poker table. We have a fully furnished deck (lounge area) with lighted pergola, fire pit and gas grill. Additionally, we have 24-hr maintenance, package acceptance service, free bike share program, huge 24 hour fitness center, and are pet friendly!

If you like what you see on Tuesday, please see instructions below to apply:

I will be sending you a separate email from 3600 West Broad Street with an invite to register and apply online. If you decide to apply, skip over the “selecting a unit” section and continue the application with a 12 month lease. To qualify you must make 3.25 x’s the rent as your gross monthly income (before taxes). Please upload 4 weeks’ worth of your most recent pay stubs and a copy of your photo ID (front only). If you do not qualify on your own, we accept cosigners. Cosigners must make 4 x’s the rent as their gross monthly income. To secure the unit so no one else can apply for it, a $99 security deposit and $35 application fee is required. Use promo code APPLYNOW to bring the security deposit down from $250. If the system already displays a $99security deposit, please do not use promocode.

Please double check your entries before submitting payment. Once payment is submitted, I will go into your application and select the correct unit and change it to a 13 or 18 month lease so you can get the free month(s). If your application gets denied for any reason, you will get your $99 security deposit back. If your application is approved and you decide to back out, the $99 security deposit is non-refundable. Application fees are nonrefundable.

Thomas Bourne

Assistant Property Manager

PMC Property Group

3600 West Broad St.

1st Floor Office

Richmond, VA 23230

Phone (804) 269-8899

Direct (804) 664-0001

Thomasb@pmcpropertygroup.com

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.) :

Thomas obtained all of my contact information.

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?N/A0/0
  •  Total: 16/16
    16
    100

Comments (Please explain in detail your experience.):

Thomas warmly greeted me as I entered the leasing office. He was fully prepared for our tour. He practiced social distancing, but did not offer me any PPE, but then again, I was already wearing a mask.

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 :

Thomas was well prepared for my visit. He knew that I wanted a two-bedroom, hoped to move in by the end of the month and was moving in with my husband. We went over prices on the apartments and he confirmed they fit with my budget. Thomas walked me through a two-bedroom that was ready for more in and he described the apartment nicely, pointing out the features that were important to me. He did not ask if I had any pets, I had to ask if the building was pet friendly. But when he found out I wanted to adopt two kittens, that bonded us nicely because Thomas has cats himself as he shared.

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. 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: 36/36
    36
    100

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

When I arrived at the building, Thomas started the tour by taking me through the amenities and describing all of the features and benefits that would be available to me as an occupant of 3600 West Broad including the fitness center, loaner bikes, and poker room. He walked me through the available apartment at a nice pace, pointing out things like the hardwood floors and washer and dryer that were important to me. The apartment was clean and absolutely ready to move in right away. He talked about filing out an application while we were still in the apartment because he did not want me to lose out on this unit. He gave me ample opportunity to ask questions. Thomas was very easy to talk to and we exchanged information in a conversational way, instead of having him bombard me with questions. He was extremely knowledgeable about this community as well as other communities that he oversees. Thomas was very nice and enjoyable to interact with.

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?Yes4/4
  • 8. Did the Leasing Professional attempt to schedule a follow up phone call?Yes2/2
  •  Total: 27/27
    27
    100

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 my meeting with Thomas today, I would absolutely lease an apartment from him. He was memorable because of his very nice personality and his extreme knowledge of the community. He talked about the specials, renting for 18 months would give me two free months and leasing for 13 months gave me one month free. He strongly urged me to fill out an application on-line as quickly as possible as to not miss out on this beautiful unit. He asked if he could follow up with me with a phone call on Thursday, which he did. In fact, he called twice on Thursday to see if he could answer any questions I might have.

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 mentioned I was worried that I might get stuck living next to neighbors that were young and partied and were loud. Thomas explained that anyone who qualified can rent at 3600 Broad. But that management takes complaints seriously and if I had neighbors that were unruly or loud, they would remedy the situation immediately. Thomas also pointed out how quiet the unit we were standing in was and said I would not have problems with noise from my neighbors.

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:

Thomas has followed up at least four times with phone calls and texts since my visit.

Performance Evaluation

Total Phone Score: 76%
On Site Score: 100%
Total Score: 0%

General Questions