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Report For Heather Nolastnamegiven at Towsontown Place Apartments

Report For Heather Nolastnamegiven at Towsontown Place Apartments

0%
Current Score
67.41%
Average Score
  • 67%
    1-5-2021
  • 25%50%75%100%

Performance Evaluations

Telephone Greeting

  • Was the greeting friendly and professional?Yes5/5
  • Was the phone call initiated with the name of the property?Yes5/5
  • Did the leasing consultant introduce themselves by name?Yes5/5
  • Did the leasing consultant ask you for your name?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

The first call to Towsontown Place Apartments was on January 4th at 11:43 AM, I did receive voicemail but no message was left. The second call was made on January 4th at 12:01 PM, I left a message with my phone number for a call back. With no return call, I called again at 12:50 PM and at got voicemail again. I did not leave a message. I finally received a call back at 3:01 PM. Heather, the leasing professional, introduced herself and the community. She said she received a notification that I was interested in the community. I had also sent a guest card from apartments.com to the community around 12 noon on January 4th. I had not received an automatic reply from my guest card so there was no way to verify that it was received. Heather confirmed that I wanted to set up a tour and visit the community. (All phone calls mentioned in this report are attached to the bottom of the report in your Client Dashboard).

She went on to explain that she had the Hamilton style one bedroom that was on the 2nd floor. She said it was 857 square feet and fully renovated. She described that it would have hardwood floors throughout, stainless steel appliances, white cabinets, and granite countertops. She also mentioned a “Level 4” which didn’t have the stainless steel but everything else. She said one is $1,384 and the other is $1,484. She said it would be ready by my move-in date of January 31st. I inquired what the “Level 4” meant and she explained that was their renovation levels. She had me clarify my first name.

Heather asked if I would like to come take a look at the community and/or she would send me some floor plans. I said she could send me the floor plans and I would also like to see a vacant. She never emailed me the floor plans. We agreed upon 10:00 AM the following day. She used my name in conversation and she gave me the address and she explained where the leasing center was located.

I told Heather I had not heard of the name of the property before and she told me that Hirschfeld managed the property. She said she had only been there for a month. She said they changed companies about a month ago. We confirmed our time and the call ended.

Overall, Heather was professional and friendly. She took charge of the conversation. She mentioned sending me an email of the floor plans that she had coming available and I never received them. She had my email since that is how I sent the guest card. It took three hours to reach someone at the property.

Telephone Qualifying

  • Did the leasing consultant identify the apartment size needed?Yes3/3
  • Did the leasing consultant identify the date of need?Yes3/3
  • Did the leasing consultant ask the number of occupants?No0/2
  • Did the leasing consultant qualify for pets?No0/2
  • Did the leasing consultant identify your reason for moving?No0/1
  • Did the leasing consultant ask how you heard of the property?N/A2/2
  •  Total: 8/13
    8
    61.54

Comment (You must provide a brief summary under each category. This section is mandatory.):

I was not asked about number of occupants, pets, or my reason for moving. I had sent a guest card through apartments.com so the lead source was known.

Telephone Discovery

  • Did the leasing consultant ask if it would be okay if they asked you a few more questions to help find you the best home?No0/5
  • Did the leasing consultant ask you what features are most important to you in your apartment home?No0/5
  • Did the leasing consultant ask what features/amenities are important to you in your community?No0/5
  • Did the leasing consultant ask if you had looked at the community online?N/A5/5
  • If you were asked whether you had looked at the community online, did they ask if there were specific floor plans and features/amenities that interested you?N/A5/5
  • Did the leasing consultant ask if you had a preference in location (for example: floor level, view, sunlight, etc.) for your apartment home?No0/5
  • Did the leasing consultant ask what interests you about the local area?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?N/A5/5
  •  Total: 15/40
    15
    37.5

Phone Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Heather was friendly and very matter-of-fact. She focused solely on my apartment size and move-in date. She then told me what she had available for my move-in date. She didn't ask any open ended questions for me to expand on what I was seeking in my new apartment home.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.Yes5/5
  • If the price was quoted, were you asked, "How does that fit with what you were looking to pay? Is it a similar price?" If the price was not mentioned, please answer NA. No0/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 8/10
    8
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Heather mentioned price but she didn't confirm my budget; However, the budget amount was on the guest card I sent from apartments.com but she did not actively discuss my budgeted amount. She did mention the renovations which was value added.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?Yes5/5
  • Were you asked if you were familiar with the location?Yes2/2
  • Were you offered directions or information to help you find the community? Answer NA if you told the leasing consultant that you were familiar with the location.Yes2/2
  •  Total: 14/14
    14
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Heather gave me the address and instruction on how to find the leasing office.

Telephone Closing Comments

  • Was your appointment time repeated back to you?Yes4/4
  • Were you asked for your phone number AND email address?N/A4/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Heather accommodated my schedule and we set an appointment for a tour. She had my phone number and email address. I was given a friendly goodbye.

Telephone Professionalism

  • Was a sense of rapport created?Yes2/2
  • Did the leasing consultant control the conversation with finesse?Yes2/2
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant use your name during the call?Yes2/2
  • Were all of your questions answered to your satisfaction?Yes2/2
  •  Total: 10/10
    10
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

Heather was professional and friendly over the phone. She used my name in conversation. She did not spend time learning about what I was seeking in my new apartment home other than the size apartment I wanted; However, she did mention the renovations which peaked my interest. She was very matter-of-fact and she provided me basic availability and pricing along with explaining the renovation project.

Celebrating the Arrival

  • Did the leasing consultant immediately smile and stand to greet you in a friendly manner? If the leasing consultant was already standing, or busy assisting someone at the desk (in person or on the phone), please answer yes. Yes5/5
  • Did the leasing consultant introduce themselves to you and ask your name?Yes5/5
  • Did the leasing consultant demonstrate an eagerness to help you?Yes5/5
  • Did the leasing consultant ask permission to review your needs?No0/5
  •  Total: 15/20
    15
    75

Comment (You must provide a brief summary under each category. This section is mandatory.):

I entered the building. The leasing office was located to the right. There was an easel set up at the entrance with a referral program offer. I approached the leasing office door and Covid signs were posted notifying people to wear their mask. A lady met me at the doorway and I explained I had an appointment with Heather. She asked if I was Tina and she introduced herself. She mentioned trying to call me since the “had cleaners over there” I didn’t know what that meant and she did not elaborate. I did not receive a missed call from her on my phone. She had me sit in the lobby while she gathered some paperwork. I sat on the couch in the lobby and a few minutes later Heather approached me with a guest card to fill out along with COVID paperwork which included standard questions. She allowed me time to fill the paperwork out.

Heather explained she would be showing me a non-renovated one bedroom and then she would show me the model so I could see what finishes they were using in the renovations. I asked how long the renovation would take and she told me seven days. She offered me a bottled water as I sat filled out the guest card. I declined the bottled water offer.

Onsite Qualifying

  • Was a guest card (or similar) reviewed during your visit?Yes2/2
  • Was your date of need reviewed?Yes2/2
  • Was the apartment size you needed reviewed?Yes2/2
  • Was the number of occupants reviewed?Yes2/2
  • Was your reason for moving reviewed?Yes1/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 10/12
    10
    83.33

Comment (You must provide a brief summary under each category. This section is mandatory.):

The guest card included most of these questions. Heather did not make an attempt to ask about my occupation. Heather glanced at the guest card. She did not sit with me to review the information I wrote on the guest card. This could have been used to create a lot of open ended conversation about what I was seeking in my new apartment home.

Onsite Discovery

  • Were the features you stated were most important to you in your apartment home reviewed?No0/5
  • Were the features/amenities you stated were most important to you in your community reviewed?No0/5
  • "Were the specific floor plans/community features that interested you online reviewed? Answer NA if you did not say there was a specific floor plan or feature that interested you."N/A5/5
  • Was your preference in location (for example: floor level, view, sunlight, etc.) for your apartment home reviewed?No0/5
  • Were your favorite things about where you currently live reviewed?N/A5/5
  • Were the things you would like to change about where you currently live reviewed?N/A5/5
  • Was what interested you about the local area reviewed?No0/5
  • Did the leasing consultant ask you "what else" or encourage you to clarify or expand on any of your answers?N/A5/5
  •  Total: 20/40
    20
    50

Onsite Narrative Required Here. (The shopper must narrate the phone conversation from start to finish.):

Heather did not take time to ask me any open ended questions about my apartment search such as why I was looking in this area, what floor level I preferred, when did I plan on making a decision, what community amenities were important to me.

The Tour

  • THE TOUR: Were you asked if you preferred to see the amenities first or the apartment home/model? Please answer the following question NA if there were no amenities or no model/home to tour.Yes2/2
  • Did the leasing consultant control the tour?Yes3/3
  • "Did the leasing consultant praise the onsite professional staff and Management Company? For example: leasing, landscaping, maintenance or security staff"Yes1/1
  • Did the leasing consultant tour all recreation areas and amenities you said were important to you?Yes3/3
  • Did the leasing consultant discuss property benefits that you said were important to you?N/A0/3
  • Did the leasing consultant discuss surrounding area benefits that you said were important to you?No0/2
  • Did the leasing consultant tour the model, vacant, or occupied apartment? Please answer NA if there were no available apartments to show.Yes3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?Yes3/3
  • "Was value added to price during the presentation? (For example: ""Membership to our fitness center is included in your rent, so you can cancel your gym membership and save yourself the monthly fee."")"Yes2/2
  •  Total: 17/22
    17
    77.27

Comment (You must provide a brief summary under each category. This section is mandatory.):

As soon as I was done filling out the guest card, Heather glanced at it but did not review anything I filled out with me. she began the tour. She mentioned "if I needed to put a work order in I would need to talk to Sheena." Usually there is a software system to fill out a work order so I wasn't confident they had a process down. She mentioned that her and the leasing team soon would be located in the another part of the building that is currently being constructed.

She began the tour with the community amenities that were located in the main building from which we stood. She mentioned the billiards room, and the community room. She pointed out the pet spa and gym. No one was in the gym and she did not allow me to walk through it yet we stood at the doorway and glanced around. She asked if I had a pet and I confirmed I had a small dog. The walls appeared to be heavily scuffed throughout the leasing office main lobby and hallways.

As Heather and I walked out of the building there appeared to be a large splash of what looked like vomit at the entrance. It looked dry and one bothered to clean it up. We walked around it and Heather made no mention of anyone cleaning it up. It was so obvious that she paid attention to it as we came back from the tour yet she still made no mention of anyone cleaning it up.

I mentioned again that I had not recognized the community name but I did recognize the building as I have driven by it more than once. She said they have had different owners but it has been Towsontown Place for a few years. I asked if it was a lot of college students and she said she didn't know but they lease to anyone that qualifies.

Heather led me across the street and we entered the model. She began pointing out all of the amenities. She was very thorough in describing all the features of the renovation. I reiterated that I could get a fully renovated apartment. At that point, Heather reviewed my move-in date and I explained I was selling my house and would need something around January 31st or the beginning of February. She asked me what price range I wanted to stay within and I told her around $1,400. She said that was doable for a one-bedroom and she assured me she would have renovated one-bedrooms available for my move-in date. I asked about the square footage on the two bedroom and she said she would give me floor plans (she never gave me any brochures).

We drove to see a one-bedroom vacant. I followed her with my car. We entered the building and the hallway had a lot of debris which looked to be possibly construction happening as she mentioned they were in the midst of renovating. We went downstairs to see the vacant. There was a musty smell which was a turn off. The vacant was not renovated and it was dirty; However, she mentioned they would be renovating the apartment. She walked me through each room and explained how the renovations would look. I inquired about a wall being taken out to open up the room and insert an island. She explained no wall would be taken out to open up this one-bedroom floor plan but she didn't ask me if that was deal breaker. I told her it was hard to make a decision with current appearance of what I was viewing and I couldn't rent anything site unseen. She said once they get closer to the renovations she could take pictures to send to me. At this point she didn't ask when I would be making a decision of where I would move. I mentioned that I liked the patio walk-out. At this point she hadn't asked me about my floor preference.

As Heather wrapped up the tour, she said she would get with the project manager and figure out a timeline for the renovations. She assured me she would reach out to me with that information. As we left, I mentioned the debris again in the hallway. Heather explained they had cleaners in every day but the renovation team was working.

I asked if they had any pictures of any one bedroom that had already been renovated and she said they did not. She said they are renovating as people move out. She concluded the tour in the parking lot by telling me I could call her if I had any more questions. She said she would reach out to me as soon as she was able to take pictures of the renovations. That left it very open ended and no timeline was give to me. She did not invite me back to the leasing office to provide me any floor plans that were offered earlier in our conversation. I had to ask if they had a pool and she had forgotten to tell me about the Olympic sized pool.

Handling Objections

  • Did the leasing consultant accept and acknowledge your concern?Yes5/5
  • Did the leasing consultant ask you to clarify by saying something like, "Tell me what you mean by..."N/A5/5
  • Did the leasing consultant remind you that they want to help you find the apartment home that meets your needs but let you know the decision is yours? N/A5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?No0/5
  •  Total: 20/25
    20
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

During the tour of the one bedroom vacant that was not renovated, I asked about an open floor plan with an island in a one bedroom. Heather explained they would not be removing any walls to open up the floor plan for the one-bedrooms. She didn't ask if that would be a deal breaker for me. By asking more open ended questions she would have learned more about how flexible I could have gone with my budget in wanting a more open floor plan. Perhaps, I could have gone with a two bedroom.

Closing

  • Was urgency created during the presentation?No0/5
  • Did the leasing consultant attempt a pre-close / review of features and benefits you stated were important to you and ask if there was anything they had missed?No0/5
  • Did the leasing consultant ask you to apply today?N/A5/5
  • "Did the leasing consultant attempt a second close after handling any follow up objections? Answer NA if you did not give any follow up objections."N/A5/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 10/25
    10
    40

Comment (You must provide a brief summary under each category. This section is mandatory.):

I had already expressed to Heather that I didn't want to rent site unseen so it was up to her to give me a firm timeline on when I could come back to view something renovated. She had already told me that it only took 7 days to renovate an apartment. She gave me no follow up plan as I left her in the parking lot. She made not attempt to schedule another appointment with me. It has been over 72 hours since my tour and I have not received any follow up from Heather.

Even though I wasn't ready to apply that day she made no mention of the application process.

Onsite Professionalism

  • Was the leasing consultant enthusiastic?Yes4/4
  • Was the presentation natural, not canned?Yes2/2
  • Did the leasing consultant create rapport during the presentation?Yes4/4
  • Was the leasing consultant polite and sincere?Yes2/2
  • Was the leasing consultant dressed appropriately?Yes2/2
  • Was your name used frequently during the presentation?No0/2
  • Did the leasing consultant try to discover your needs or desires throughout the presentation?No0/2
  • Did the leasing consultant introduce you to other staff or point them out if they were not within range to be introduced?N/A2/2
  •  Total: 16/20
    16
    80

Comment (You must provide a brief summary under each category. This section is mandatory.):

Heather was friendly and professional. She did not use my name throughout the onsite tour. She did not probe my needs in an attempt to see where I was in my apartment search. Lastly, she never followed up with all items we discussed during the tour. She mentioned showing me one-bedroom floor plans and that didn't happen. She said she would give me a timeline on the construction yet she made no attempt to schedule me to have another visit.

Fair Housing Awareness

  • Did the leasing professional refrain from asking any discriminatory questions (based upon protected classes)?Yes5/5
  • Did the leasing professional refrain from steering you to a certain size unit or part of the community, building, or floor?Yes5/5
  • Did the leasing professional refrain from practicing any delay tactics that would frustrate a person from pursuing a rental?Yes5/5
  • Did the leasing professional supply rental information, such as rental rates?Yes5/5
  •  Total: 20/20
    20
    100

Comment (You must provide a brief summary under each category. This section is mandatory.):

I did ask Heather if there were a lot of students in the community and she responded properly by telling me they rent to whomever qualifies.

Follow Up - 24 hours

  • Did you receive a follow-up thank you card and/or email within 24 hours of your visit?No0/10
  • Did the leasing consultant follow up again within 3 business days?No0/5
  •  Total: 0/15
    0
    0

Comment (You must provide a brief summary under each category. This section is mandatory.):

Heather did mention following up with me during the tour but I never received any follow up.

Performance Evaluation

Total Phone Score: 73%
On Site Score: 64%
Total Score: 0%

General Questions