When you complete a mystery shop, try to give the leasing agent the best opportunity to be successful. Here are a couple of ways you can establish a good platform for success.
Tip # 1 Listen More Than You Talk
Let the leasing agent ask most of the questions and do most of the talking. Their job is to learn your needs; give them the time and space to do this. Allow the leasing agent to lead the conversation. There may be times when the leasing agent seems uninterested, but then warms up as you respond rather than overpower the conversation.
Our job as mystery shoppers is to give the leasing agent and community staff the best opportunity to show off their training and customer service skills.
Tip #2 Give the Proper Information
You do not have to answer the phone or respond to emails, yet make sure to give the correct contact information so that you will receive their follow-up. There is a section in every report that scores the agent for making attempts to follow-up and we want them to have the chance to earn all their points.
If you start to complete many shops, create an email address just for mystery shop follow up so that you do not have to flood your real inbox. Just remember to check it so you can be sure to award the points that are deserved!
Overall, our job as a shopper is not to catch the leasing agent doing or saying anything wrong. However, if a leasing agent is just not doing their job and you gave them ample opportunity, your hands are tied; you tried, so no hard feelings. Our job is to give the opportunity to do everything right and then we brag on them in the mystery shopping report to management!