Report For Donita Glenn at Heritage at Old Town

Report For Donita Glenn at Heritage at Old Town

Current Score
Average Score
  • 89%
  • 25%50%75%100%

Performance Evaluations


  • Did the leasing Professional stand up to greet you OR, if the Leasing Professional was busy with someone else, did he/she acknowledge your presence and ask you to make yourself comfortable?Yes3/3
  • Did the Leasing Professional greet you with a smile? Yes1/1
  • Did the Leasing Professional dress professionally? Yes1/1
  • Was the Leasing Professional wearing a name tag?Yes0/0
  • Did the Leasing Professional introduce him/herself to you? Yes3/3
  • Did the Leasing Professional seem genuinely interested in helping you? Yes3/3
  • Did the Leasing Professional request a picture ID (If you never left the leasing office, mark N/A).Yes1/1
  • Did the Leasing Professional give a good first impression? Yes1/1
  •  Total: 13/13

Comment (Provide as much detail of the greeting as possible. This is a mandatory box.):

I called to gain access to the building on the intercom and was promptly let inside to go to the leasing office. Then I walked to the leasing office, I noticed that the leasing office was packed with people. Donita immediately asked if she could assist me, I responded yes I am looking for Donita. I told her my aunt, Tina Schildgen, was supposed to meet her her at 12 O'clock but she could not make it so I came instead because my aunt was originally looking on behalf of me.

Donita said, "we are going to do this a little backward, let me show you the unit first and then we can come back to the office to get the paper work filled out". She then asked for my ID and went to get the keys for the unit. Once she came back from getting the keys we walked out the door to start the walk through of the complex and unit.

Qualifying/ Probing & Gathering

  • Did the Leasing Professional recall or ask about your move?Yes2/2
  • Did the Leasing Consult recall or ask you what special features or preferences you wanted for your apartment home? N/A4/4
  • Did the Leasing Consultant recall or ask for your phone number? Yes2/2
  • Did the Leasing Consultant recall or ask how many people would occupy the apartment? Yes2/2
  • Did the Leasing Consultant ask or recall if you had any pets? Yes2/2
  • Did the Leasing Consultant recall or ask why you were moving? Yes2/2
  • Did the Leasing Consultant recall or ask for your email address? Yes2/2
  •  Total: 16/16

Comment (Provide as much detail of the Gathering/Probing as possible. This is a mandatory box.):

We did not review any qualifying questions before we took the tour. We walked out of the office and she showed me the business center. She gave me some information about it and then we went to the fitness center. Once we got to the fitness center she gave me some details and said if I wanted to go inside I can get the keys for it. I said we can view the fitness center as the last thing since it was so close to the leasing office. Next. we went to the elevator to tour the unit. Donita asked me where I currently live and I told her in Maryland. She shared where she lived and it took her 90 minutes to get to work. We talked about our kids briefly.

Before we got to the unit she informed me that they had a laundry room with four washers and four dryers and no in-unit washer and dryer. She confirmed if that was a deal breaker and I said it was not.

Once we got to the unit she said that this door can be a little tricky and then proceeded to open the door with a little bit of struggle. Once we got inside the unit she said they have several available and this was 507 square feet. She asked how many occupants and I told her both my two kids would be coming. I had informed her they were both under 18 years old. She said, "off the record" we would only put one on the lease.

Donita led me through each room pointing out features. I came back out of the bedroom, Donita asked me to fill out the guest card with my name, number, email address and what I was looking for in an apartment. We then locked up the unit and walked back to the elevator to go to the leasing office.

Demonstration/ The Sale

  • Did you see a MODEL or a VACANT apartment?Yes0/0
  • Did the Leasing Consultant attempt to build rapport by finding out more about you during your visit, while you walked to the vacant/model, during the tour, or while reviewing floor plans?Yes5/5
  • Did he/she discuss or point out the amenities and facilities of the apartment community? Yes2/2
  • In the presentation of the vacant, model, or in review of the floor plans, was there discussion regarding your furniture/belongings and how those items would fit in the apartment, to ensure your visit was personalized?No0/2
  • Was the leasing office comfortable (lighting, cleanliness, room temperature, etc.) If there was no vacant/model?Yes4/4
  • After stating a concern (objection), was your objection overcome?N/A0/0
  • During the demonstration, did the Leasing Consultant reference your specific needs or preferences? Yes4/4
  •  Total: 15/17

Comment (Provide as much detail on the demonstration as possible. This is a mandatory box.):

I did see a model and Donita informed me about the amenities such as water and electric. I did ask if the water and electric come out to be a little high. She said that it would depend on your usage. I could not tell if the leasing office was super clean due to the amount of people but I did recognize the carpet it looked a little worn and dated, the room temperature was comfortable and the lighting was good as well.

She did tell me the parking was free. She confirmed for a 2nd time that I would have no problem using the laundry facility and I told her that was not a deal breaker. Also, she asked me if not having a dishwasher was ok. I said that was ok too. She told me the unit we were standing in was $1,295 and that is the special. She said most of the units rent for $1,516. She did not ask me if the size of the apartment was adequate for me and my two children.


  • Did the Leasing Consultant ask closing questions during the tour or as they were ending their presentation of the floor plans(if no tour)?Yes3/3
  • Did the Leasing Consultant ask you to fill out an application and discuss the application process? N/A10/10
  • Did the Leasing Consultant create urgency? Yes3/3
  • Were you given a brochure, an application, and/or encouraged to apply online? Yes2/2
  • Did the Leasing Professional explain what was required in order to apply? No0/1
  • Based on the presentation, do you feel the Leasing Consultant was actively selling their product/encouraging you to live there? No0/5
  •  Total: 18/24

Comment (Provide as much detail on the closing as possible. This is a mandatory box.):

During the tour she did inform me of the special. If I moved in by the last day of the month then February rent would be free; however, I would pay the 1st month rent then the 2nd month's rent is free. She said if I signed up for EPremium I would save some money on the security deposit.

As we walked back to the leasing office we went to see the fitness center and she handed me an information packet. Donita shook my hand and we said our good byes. I informed her I had another apartment to see and that I have her information and I would be getting back in touch with her in a few days. She never attempted to review the application process because I did tell her I had other places to see so points given.

Donita did say she would follow up with me. She was friendly and delightful. She did not qualify me at the beginning and she ended up showing me a vacant that didn't meet my needs.

Fair Housing/Crime

  • When you asked, "Is it safe here?", Did the sales consultant respond properly?No0/0
  •  Total: 0/0

Comment (Provide as much detail as possible. This is a mandatory box.):

I did ask if it was safe at night because I have a part-time job and could be coming in late some nights. Donita said, "this area is definitely safe" and that no one could get in the building without a code or your permission. She repeated it again and told me "this area is definitely safe and I could walk down the street at midnight with no problem." Also I asked if it would be safe for children in the building she said yes there's actually a lot of children in the building you cannot see or here them right now.

Site Observations

  • Was the community easy to locate?Yes0/0
  • Were community signs quickly visible?Yes0/0
  • Were there enough directional signs to easily find the leasing office?No0/0
  • Were the signs in good repair and attractive?Yes0/0
  • Did you find the property trash free and neat?Yes0/0
  • Was the landscaping attractive? Pot holes in parking lot.Yes0/0
  • Was there any trash or furniture around the dumpsters?No0/0
  • Was the leasing office neat and inviting?Yes0/0
  • Were refreshments made available?No0/0
  • Were building entries clean and free of clutter? Mail on the floor and some trash in hallway. Yes0/0
  • Did you notice any siding/trim, etc. which needed painting or repair?No0/0
  • Were laundry rooms neat and clean?Yes0/0
  • Were common areas like pool/playground well maintained?N/A0/0
  • Was your overall impression a positive one?N/A0/0
  • Please describe the condition of the community, leasing office, and vacant/model as well as the common area amenities.N/A0/0
  •  Total: 0/0

Comment (Provide as much detail as possible. This is a mandatory box.):

The community seemed very quiet. The building needed some paint to bring it back to life. I think that the owner should check the carpet in the leasing office as well it was very worn even though it was packed and I could not see much I could tell that it had not been changed in a while. I also feel like the leasing office needs to be updated to make it more welcoming for future residents. There was no seating for the people that had to wait for an agent just the two desk in the front and the two offices in the back.

As far as the unit that I went to visit I felt like it was very small and Donita never discussed a two bedroom for me and my two children. The carpet needed to be clean but I advise changing because it looked worn. Also when I walked in there was a smell like smoke that could have been coming from another unit. I personally would not make that a first or second choice if I was looking for a new apartment.

Performance Evaluation

Total Phone Score: NAN%
On Site Score: 89%
Total Score: 0%

General Questions