Top

Report For Michelle Houtz at 1212 East Apartments

Report For Michelle Houtz at 1212 East Apartments

0%
Current Score
67.72%
Average Score
  • 60%
    4-4-2019
  • 76%
    04-30-2019
  • 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.):

Michelle's greeting was professional. She answered the phone by stating the name of the community and then introducing herself. She also asked for my name. I called numerous times and left several messages before I got a call back.

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?Yes2/2
  • Did the leasing consultant qualify for pets?Yes2/2
  • Did the leasing consultant identify your reason for moving?Yes1/1
  • Did the leasing consultant ask how you heard of the property?Yes2/2
  •  Total: 13/13
    13
    100

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

Michelle asked me what size apartment I was interested in and I told her a 1-2 bedroom depending on price. She asked me how soon I wanted to move and I told her that I needed to move in the next 30 days. She asked me how many people would be occupying the apartment and I told her it would be just for myself. She qualified me for pets and I told her that I would be moving with one cat. She also asked why I was moving and I let her know that I was interested in living in South Baltimore. When asked how I heard about the property I responded with apartments.com.

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?Yes5/5
  • 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?Yes5/5
  • 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?Yes5/5
  • Did the leasing consultant ask you "what else" or encourage you to expand on any of your answers?No0/5
  •  Total: 15/40
    15
    37.5

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

Michelle asked if I looked online at the community and wanted to know if there were any specific floorplans that I was interested in. I told her that I did look online but could not remember specific floor plans. I was not asked for my location preference but Michelle did ask me why I wanted to move. I told her that I was interested in living in South Baltimore.

Telephone Price

  • Did the leasing consultant mention the price only after discovering your needs? If the price was not mentioned, please answer NA.N/A5/5
  • 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. N/A2/2
  • Did the leasing consultant quote utilities or any value-added benefits? If the price was not mentioned, please answer NA.Yes3/3
  •  Total: 10/10
    10
    100

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

I told Michelle that I would be interested in a 1-2 bedroom apartment depending on price but Michelle never quoted any prices during our phone call. Michelle discussed some of the amenities in the available apartments. She discussed a duplex with in-unit laundry and a balcony and a studio apartment that would be available soon.

Telephone Invitation and Directions

  • Were you invited to visit the property?Yes5/5
  • Were you asked for a convenient time for an appointment?No0/5
  • 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: 9/14
    9
    64.29

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

Michelle told me that she could "do a tour" on Saturday. She also mentioned her weekly availability but she did not specifically invite me to visit the property. She did not ask if there was a convenient time for me to tour. Instead, I asked her if she was available for that same day and she said that she was so we set an appointment for later that afternoon.

Telephone Closing Comments

  • Was your appointment time repeated back to you?No0/4
  • Were you asked for your phone number AND email address?No0/4
  • Were you thanked for calling and given a friendly "good-bye"?Yes2/2
  •  Total: 2/10
    2
    20

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

Michelle did not repeat my appointment time back to be but she said that she would see me later. I was not asked for an email or my phone number. Michelle ended the conversation with 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?No0/2
  •  Total: 8/10
    8
    80

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

Michelle was very friendly over the phone. She created rapport after discovering the fact that I would be moving with one cat. She said that fur babies were welcome. Michelle was in control of the conversation the entire time and her presentation felt natural and very laid back.

Michelle did use my name as she ended the conversation. I mentioned that my decision between a 1-2 bedroom would be determined based on the price but Michelle did not provide any rental rate information during the phone call.

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?Yes5/5
  •  Total: 20/20
    20
    100

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

When I arrived Michelle came out of her office to let me in. She gave a very cheerful greeting and briefly chatted about the nice weather. Michelle did not introduce herself when I arrived but she was very friendly. I had to be buzzed in from the main gate and gave her my name at that time. Michelle asked if I wanted to stay in her office or sit in the lounge to talk and I told her it was fine to stay in her office.

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?No0/1
  • Was your place of employment or occupation reviewed?No0/2
  • Was whether or not you had pets reviewed?Yes1/1
  •  Total: 9/12
    9
    75

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

Michelle had a guest card on her desk with notes from our phone call when I arrived. She reviewed the date I needed the apartment and the size that I was interested in. She reviewed the fact that I needed to move in about a month. We also discussed the fact that I was interested in a one or two-bedroom apartment and that I would be moving with one cat.

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?N/A0/5
  • "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?Yes5/5
  • Were the things you would like to change about where you currently live reviewed?No0/5
  • 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?No0/5
  •  Total: 10/40
    10
    25

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

When I arrived Michelle reviewed that I was looking for a one or two-bedroom apartment. She never asked me what features I was interested in during our phone call or during the tour.

During the tour, Michelle pointed out some of the amenities including the fitness center, courtyard with a green roof and outdoor grilling area and fire pit. She pointed out some of the duplexes and we also toured the garage area. As we toured Michelle really did not ask me any questions about myself, where I lived or discuss local amenities.

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?Yes3/3
  • 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.N/A3/3
  • Did the leasing consultant highlight the apartment features that you stated were important to you during the Discovery process?No0/3
  • "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.):

Michelle asked me where I would like to start the tour and told her that I wanted to start with the fitness center. She seemed in control of the tour although a little mellow. Michelle did not mention the professionalism of the staff. We toured all of the recreation areas that Michelle previously mentioned including the courtyard and the fitness center. She never asked me for property benefits that would be important to me. The were no available units to tour but she did show me all of the common areas. The fitness center, courtyard and the fact that many of the apartments had balconies as added value.

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..."No0/5
  • 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? Yes5/5
  • Did the leasing consultant offer options?Yes5/5
  • Did the leasing consultant confirm they had handled your objection?Yes5/5
  •  Total: 20/25
    20
    80

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

My concern was building safety, especially in the parking garage. Michelle acknowledged my safety concerns but then provided a terrifying example of a potential security breach. She gave the example of someone sneaking into the garage as I pulled my car in and shimming under the gate before it closed. She told me that even if that happened they could not get into the building without a fob. This was really put me off. Michelle seemed like she was interested in helping me, there were just no available apartments to tour during my visit.

Michelle discussed one apartment that would be available mid-May and one that might be coming available soon because the tenant had a month to month lease. She mentioned Highland Haus as an option but told me that nothing was available that would meet my needs there either.

Closing

  • Was urgency created during the presentation?Yes5/5
  • 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?No0/5
  • "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."No0/5
  • Did the leasing consultant ask you to arrange a return appointment on a specific day or time?No0/5
  •  Total: 5/25
    5
    20

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

Urgency was created during the presentation only because there was such limited availability. Michelle made no attempt to pre-close during my tour. She did not ask me to apply or attempt any close during my visit. I was not asked to schedule a return visit.

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?Yes2/2
  •  Total: 16/20
    16
    80

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

Michelle was very upbeat during the tour. Her presentation did feel natural and almost too familiar. Her attitude was very casual and she did not seem very organized. She was polite during the tour and seemed to want to help me but there was just a lot of availability at the time of my visit. Michelle was dressed in business casual. My name was not really used during the presentation. Michelle introduced me to several maintenance staff when they came into the office.

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?N/A5/5
  • Did the leasing professional supply rental information, such as rental rates?No0/5
  •  Total: 15/20
    15
    75

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

Michelle did not ask any discriminatory questions during my tour. I did not feel steered to any particular part of the community or specific apartment. Michelle was long winded and seemed unorganized. She talked about the same things multiple times and didn't really provide me with viable rental information during my tour. This was frustrating. I was not supplied with any rental rates at all. She had several floor plans printed out when I arrived and later printed out an additional floor plan. She only included the floor plan and her business card in a folder.

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.):

I received an email from Michelle on 4/9/19 at 4:08 pm but not within 24 hours of the tour.

Performance Evaluation

Total Phone Score: 66%
On Site Score: 56%
Total Score: 0%

General Questions