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Report For Janelle Drumgold at The Lakes

Report For Janelle Drumgold at The Lakes

0%
Current Score
95.81%
Average Score
  • 95%
    09-22-2019
  • 92%
    6-27-2020
  • 100%
    10-18-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 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
  • Did the Leasing Professional identify him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • Did the Leasing Professional effectively use your name in conversation?Yes3/3
  • Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • Did the Leasing Professional ask for your telephone number? Yes15/15
  • Did the Leasing Professional ask for your email address?No0/0
  • Did the Leasing Professional ask how you knew about the community?Yes3/3
  • Did the Leasing Consultant determine apartment size?Yes5/5
  • Did the Leasing Consultant determine move-in date?Yes5/5
  • Did the Leasing Consultant determine number of occupants?Yes5/5
  • Did the Leasing Consultant determine if you had any pets?Yes5/5
  • Did the Leasing Consultant determine your price range?Yes5/5
  • Did the Leasing Consultant determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?Yes5/5
  • Did the Leasing Professional suggest you visit the company website?Yes0/0
  • Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • Did the Leasing Professional create a sense of urgency?Yes3/3
  • Did the Leasing Professional extend an invitation for you to visit the community?Yes3/3
  • Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • Did the Leasing Professional offer directions to the community?Yes3/3
  • Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes10/10
  •  Total: 100/100
    100
    100

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.):

The phone was answered on the third ring by a female in an upbeat manner. She did identify herself and the community but she spoke pretty fast. This is the what I got from her greeting "Thanks for calling the Lakes Apartment Leasing Center, Janelle speaking who do I have the pleasure of speaking with?" I asked her to repeat her name, she did. I asked for information about the community and she proceeded to ask me questions. She first asked what size unit and when I was looking to move, I told her I was looking for a two-bedroom by July 15th. She asked for my budget, I gave her the range between $1,600 - $1,750.

Janelle confirmed my name and began to use it in conversation. She confirmed availability, and told me the best pricing is as low as $850. She asked what I must have in a unit, I responded a lot of living space, closet space, washer/dryer in the unit/or in the building, garbage disposal. Next, it was how many occupants, any pets, and my contact number, I provided her with all that information. She re-introduced herself and explained the community had 19 properties under it. She proceeded to let me know that the best fit would be at Cinnamon Ridge. She provided me with details about the unit, it was two bedroom/two bath with 1,154 square foot, coat closet and two large wall-to-wall closets, closet in the hallway, and nice foyer. She also stated that the washer/dryer would be in the basement of the building. She quoted a price of $1,205 and asked if the price would work for me. She explained that there were only two apartments on each level. She asked for floor preference, we discussed the layout of the building and I responded I didn’t have a floor preference. She invited me for a visit and we set an appointment.

Janelle asked a few questions in regards to Covid-19, I responded to them. She also asked how I knew about community, I told her an internet search. Next, she went over the social distancing practice being administered by the leasing office. She offered me directions and I kindly declined. We exchanged greetings and ended the call.

Community information

  • Did you easily locate the community?Yes0/0
  • Were the main community signs clear, visible and in good condition?Yes0/0
  • Were there adequate signs directing you to the community?Yes0/0
  • Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • Was the leasing office clean, neat, and orderly?Yes0/0
  • Did the leasing office communicate warmth and welcome?Yes0/0
  • Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Comments. Please describe your community experience here.:

The community was well maintained. The grounds were clean. The landscaping was neat. The office was neat and clean as well.

Greeting - 15 points possible

  • Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • Did the Leasing Professional stand to greet you?Yes2/2
  • Did the Leasing Professional shake your hand?N/A0/0
  • Did the Leasing Professional introduce him/herself?Yes3/3
  • Did the Leasing Professional obtain your name during the visit?Yes2/2
  • Did the Leasing Professional continue to use your name in the conversation?Yes1/1
  • Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes4/4
  • Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes1/1
  • Was the Leasing Professional wearing a nametag? Yes0/0
  • Did the Leasing Professional remember your telephone call?Yes0/0
  • Did the Leasing Professional have previous information on you readily available?Yes0/0
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment box at the end of the section.)N/A0/0
  •  Total: 15/15
    15
    100

Comments (Please explain in detail your experience as you entered the leasing office). :

Janelle acknowledged me from behind a glass window as soon as I entered the leasing office, she was seated. She introduced herself and her fellow co-worker. She was upbeat and friendly. She confirmed who I was and then offered me a seat to her right and told me she would be right with me shortly. She got up and was over at the desk I was sitting at about a minute later. She remembered our call after I told her my name and appointment time. She continue to us my name in conversation as she reviewed the phone call.

Indentify Needs - 19 points possible

  • Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) Yes3/3
  • Did the Leasing Professional determine how you knew about the Apartment Information Center?Yes3/3
  • Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • Did the Leasing Professional identify your move-in date?Yes1/1
  • Did the Leasing Professional identify number of occupants?Yes1/1
  • Did the Leasing Professional identify phone number and/or email address?No0/2
  • Did the Leasing Professional identify price range or budget?Yes1/1
  • Did the Leasing Professional identify if you have any pets?Yes1/1
  • Did the Leasing Professional identify where you live now?No0/1
  • Did the Leasing Professional ask why you were moving?No0/1
  • Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes2/2
  • Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  •  Total: 15/19
    15
    78.95

Comments on Identifying Needs.:

Janelle had all the information on paper that we discussed over the phone so most of these questions were covered. She mentioned the price change and a few preferences I had mentioned. She went over her suggested property/community and why she chose it.

She was upbeat and friendly so I felt rapport was automatically built.

Demonstrating - 14 possible points

  • Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes2/2
  • Did the Leasing Professional use the site plan and/or offer a site plan to show the location of the available Community?Yes1/1
  • Did the Leasing Professional mention the professional management?No0/2
  • Did the Leasing Professional discuss features and benefits of the apartment homes at the recommended community? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • Did the Leasing Professional discuss and/or point out features and benefits of the recommended community? Please explain.Yes2/2
  • Did the Leasing Professional discuss the minimal charge for water or point out that there is free water included?No0/1
  • Did the Leasing Professional offer to send you to a vacant apartment?Yes1/1
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain.Yes2/2
  •  Total: 11/14
    11
    78.57

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

Janelle offered to send me to a vacant unit after she reviewed the features of the recommended unit. The recommended unit had the most living space, 1,154 square feet, tons of closet space, living dining room, some are newly renovated. She used the floor plan on the wall to show this information. We discussed the difference between the classic and renovated unit. She did mention that there is a model but currently unavailable for view. She gave me directions to the vacant unit which also required me to pick up the keys from another leasing office. I came back to the office with the vacant keys and that is where I told her I loved the apartment but I do not like the fact that the flooring creaked. She explained that the flooring was wood and it was expected. I explained I didn't like the location of the unit either and she explained that I would not be applying for a unit that I did not physically view.

Closing - 22 points possible

  • Did The Leasing Professional discuss rental rates positively and confidently?Yes4/4
  • Did the Leasing Professional create a sense of urgency?Yes4/4
  • Did the Leasing Professional provide you with any promotional materials (i.e. business card, brochure, floor plan)?Yes2/2
  • Did the Leasing Professional suggest you visit the community website or company website?Yes0/0
  • Did the Leasing Professional ask you to commit to completing paperwork to lease an apartment during your visit at the Information Center?Yes5/5
  • Based on the Leasing Professional's presentation, would you have visited the community/communities suggested?Yes5/5
  • Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? If so, please explain.No0/0
  • Did the Leasing Professional ask permission to keep in touch?No0/2
  •  Total: 20/22
    20
    90.91

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

Janelle explained that the newly renovated units were leasing pretty fast and had limited availability to create urgency. She did ask if I would like to apply today and I kindly declined. She didn't ask to keep in touch but she did say she looks forward to hearing from me again.

Fair Housing

  • 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
  • Was the Fair Housing poster clearly visible?Yes0/0
  • When you asked, "What kind of security do you have?" or "Is this a safe area?", Did the Leasing Professional respond properly? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

Fair Housing Comments:

She did not say anything to discourage me from leasing.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?No0/5
  •  Total: 0/5
    0
    0

What was the follow up date? Please list below.:

I did not receive a follow up.

Performance Evaluation

Total Phone Score: 100%
On Site Score: 81%
Total Score: 0%

General Questions