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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?Yes0/0
  • Did the Leasing Professional ask how you knew about the community?No0/3
  • 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?No0/0
  • 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: 97/100
    97
    97

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

Janelle answered the phone with the name of the community and she introduced herself. She was very upbeat and friendly. First, she asked for name. She asked me what size apartment I was seeking. She gave me the rate and asked if that was in my price range. She immediately invited me in for a tour. She went to tell me they have nine communities and what came standard with each apartment home. She used my name throughout the conversation.

Janelle was very thorough over the phone. She was very interested in assisting me. She asked a number of questions to better identify my needs, such as my price range, size apartment needed, number of occupants, if I had pets, any preferences I had, and when I was looking to move. She was able to identify an option at one of the communities that fit my needs. She soon after asked if I would be able to come in so that she could tell me a little more about the properties and send me to one. I obliged. She was also very detailed in giving background about the communities in the area and their apartment features. I was very impressed and really looking forward to meeting with Janelle afterwards.

We agreed on 2:00 PM and she took my contact information. She told me about the discounted application fee. She repeated the time back and we said our friendly goodbye.

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 office was very easy to locate on the corner of a main street. There were a few parking spaces, as the lot was a little small. I did not notice any trash around the building and the area seemed to be well maintained. Once inside, the office was spacious and clean. there were refreshments sitting out 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?N/A3/3
  • Did the Leasing Professional shake your hand?No0/0
  • Did the Leasing Professional introduce him/herself?Yes2/2
  • 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? No0/0
  • 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). :

When I walked into the office, Janelle was on the phone. She smiled at me and signaled that she would be right with me. After she ended her call she introduced herself, as did I. She then asked if I wanted any refreshments. Janelle was dressed in a Ravens jersey and work slacks. She was able to remember me form our previous phone conversation.

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?Yes2/2
  • 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?Yes1/1
  • 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: 18/19
    18
    94.74

Comments on Identifying Needs.:

Janelle had started a guest card but sat with me to complete it. She reviewed my preferences that we went over on the phone. She asked again about my move in date, number occupants, and price range. She did identify a nearby community that she wanted to send me to so that I could take a look at a model.

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 apartment?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?Yes1/1
  • Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?No0/2
  • Did the Leasing Professional effectively overcome your objection(s)? Please explain.Yes2/2
  •  Total: 10/14
    10
    71.43

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

Janelle showed me the floor plans of the nearby communities. She was very enthused to do so. You could tell that she really enjoys what she does. She pointed out the different features in the designated home and discussed the utilities that were included and those that were not. She explained that she would be sending my information to the community so that they could show me around the model. I wish she would have discussed some of the neighborhood facilities.

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?No0/0
  • 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?Yes2/2
  •  Total: 22/22
    22
    100

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 was very familiar with the rates. She spoke on them very confidently. She made it known that the communities did not have many options and that the pricing was good so I needed to act fast. She explained that I could come back to apply with her or at the community she was sending me to. She really appeared to want me to become a resident at one of the communities. At the end, she provided me the brochure to the property she was sending me to.

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?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes0/0
  •  Total: 0/0
    0
    NAN

Fair Housing Comments:

In our first phone conversation in which I was on hold and was disconnected, I asked Janelle if the area was safe before coming out. She stated that she could not guarantee my safety. When I came in for the tour, she touched on my safety issue again by saying that she lived at the property and loved it and felt comfortable.

Follow- Up - 5 possible points

  • Did the Leasing Professional follow-up by telephone within 2 days?Yes5/5
  •  Total: 5/5
    5
    100

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

Janelle called me at the end of that day thanking me for coming in.

Performance Evaluation

Total Phone Score: 97%
On Site Score: 93%
Total Score: 0%

General Questions