Author: lford

Why Should you Shop for EPMS?

  August 15, 2023

  Posted by: lford

  

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If you have signed up with Ellis or other mystery shopping companies, you probably receive our emails and other communication about available shopping opportunities near you.  If you have not done a shop for a while, you may have even forgotten why you signed up as a shopper, or how you found us in the first place.  Why should you consider renewing your acquaintance with us and doing some shops for EPMS?

Would you like to make a little extra money?  (Seriously, who wouldn’t?)  If you are saving for a vacation or would like to get an early start on your holiday shopping, mystery shopping is an excellent way to make some money.  Our shops pay a flat fee per completed contract.  You will find a nice surprise in your bank account a few weeks after your shop when your shop is paid by direct deposit. 

Many apartment communities have furnished, professionally decorated model apartments to tour.  Do you ever drive by a community near your home or work and wonder what it is like inside?   Sometimes seeing the finishes, layout and decor in a model apartment may give you ideas for how to make your own home serve you better.  EPMS Apartment Mystery Shops offer a glimpse into apartment communities right in your area. 

Mystery shopping for EPMS is completely free!  We never charge a fee to become one of our shoppers.  There are no costs associated with the tours you will take for your shops.  Apartment mystery shopping does not require you to make a purchase and then wait for reimbursement.  You will not tie up any of your own funds to do our mystery shops.

You may find a new home for yourself as part of our shopping process.  It is not unusual for a shopper to fall in love with a community they visit as part of a mystery shop.  Maybe you will be impressed by the layout, storage, and appliance finishes.  Perhaps you see residents enjoying the pool and think how much you would enjoy a swim after work.  If your lease will be up soon, mystery shopping can be a great way to get paid for your own apartment search.  If you find a new home in the process, we could not be happier for you!  We only ask that you do not lease at the time of your visit, to give the leasing agent time to follow up with you so she can earn that credit in the report.  And remember, you should never disclose that you are a mystery shopper, even after you move in!

Mystery shopping truly does help others!  When you provide honest, objective feedback through a mystery shopping report, you are helping our clients train their leasing consultants to provide the very best customer experience possible.  A truthful, well thought out mystery shopping report is a great service to the leasing consultant you shopped.  Your experience in the leasing presentation is representative of hundreds of prospects who will take a tour of that community or similar communities.  If there is information that you would have liked to receive as part of the presentation, the shop report allows you to ensure it is included in future presentations.  If an amenity is shown to you in a way that really builds value, the shopping report will make sure that feedback is noted.  Sometimes leasing consultants have given so many tours that they forget that prospects don’t always know what questions to ask.  As a shopper, you will have great influence in making sure the leasing presentation is excellent for prospects in the future.

Why don’t you take a few minutes today to log in to your shopper account and look for available shopping opportunities near your home or work.  If it has been a while since you logged in, make sure your contact information is up to date to make everything go more smoothly.  If you have any questions along the way, just email [email protected] and we will be happy to help!

Time Zones- How Important Are They?

  July 15, 2023

  Posted by: lford

  

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Everyone wants to have a successful mystery shop the first time they attempt it. One of the key items to look for to ensure your shop is successful, is making sure you are shopping the property during their business hours as well as the times that the customer has outlined.

It is easy to pick up a phone or virtual tour mystery shop and think oh it says, “Anytime”. However, “Anytime” does not mean “anytime”. It means any time that the property is open for business and/or during the hours specified by the customer. You MUST be mindful of the time zones. If you do NOT call during the property’s business hours, your shop call will be considered invalid. For example, if you live in California and your shop is in Florida, that is a difference of 3 hours (3 times zones). If you wait to call at 3PM California (PST) time to call Florida (EST), it will be 6PM in Florida and it may be past the property’s open hours for business.

One helpful practice is to print out or save a time zone map of the US on your phone and/or computer. Another option would be to Google in the search bar the name of the city (e.g., “What time is Chicago, IL” ) and then Google will tell you what time it is in Chicago, IL.

There are apartment mystery shops available throughout the US – including Alaska and Hawaii! If you pick up a mystery shop and realize the time zone difference will not work with your schedule, you can decline the shop f you do so quickly so another shopper can accept it. If you pick up a shop and can’t determine what the time zone is, feel free to reach out for assistance.

Last thoughts on how to have a successful apartment mystery shop based on time: Make sure in addition to contacting during the property’s business hours that you also look at the specific instructions to see if there are specific times you are not supposed to be calling. For example, “Do NOT call between 12 and 2” or “Best time to call is between 2P and 6P”. These are time requirements from the customer. Again, if you have any questions about the specifics for a shop, you should ask instead of assuming.

Time zones are very important! Following the time zones will help you:

  • to fulfill the customer’s requirements
  • to be successful with reaching a targeted leasing professional
  • to reduce the number of attempts made to reach an on-site leasing professional
  • get your shop accepted and get you PAID!!!

California (and a little mystery shopping), Here I Come!

  July 10, 2023

  Posted by: lford

  

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Where are you traveling this summer?  California always ranks among the top states for vacation travel in the country, but this summer it is better than ever!  Always known for its sunny days, the state has also received lots of much-needed rain in recent months.  This has led to cooler temperatures in most of the state.  The rainfall has also improved the scenery in many of the state’s natural recreation areas by raising the water level in lakes and rivers.  Yosemite Falls in Yosemite National Park is famous as one of the tallest waterfalls in the world.  Recent rainfall and unusually high snow melt in the spring means the falls are flowing at near record levels and are perfect for sightseeing.  The rain has been a healing touch to King’s Canyon and Sequoia National Parks, which were recovering from the wildfires of recent years.

Toward the southern part of the state, you will find some of the most scenic coastline in the country.  Santa Barbara is known as America’s Riviera.  With summer temperatures often in the 70’s, it is a sunny oasis offering fun for everyone.  Southern California is home to Universal Studios and Disneyland.   There are plenty of natural and man-made attractions to interest everyone.  On a walk through Hollywood, you are sure to spot some celebrities – or at least you can find their stars on the Hollywood Walk of Fame. With all these places to visit, there are also many apartments available to be mystery shopped!

Why not take a little bit of your time to do a few mystery shops?  EPMS has lots of shops available throughout the state of Callifornia.  You might like to spend the morning doing a couple of shops, then spend the rest of the day sightseeing.  You could easily earn enough to pay for a few meals or a tank of gas with just a couple of shops.  Our apartment mystery shops can be a great way to get a feel for the area as a local, rather than just as a visitor. You never know, a road trip may turn into an ideal location to move to. Plus, you could have the benefit of knowing exactly where you want to live based on your mystery shopping!

If you live in California, a road trip to a different part of the state could be a great adventure!  You can plot out a few shops along your route and they may take you to parts of the state you have not visited before.  If you are planning a short day trip, doing one shop would not take much time and would make your short adventure much more cost-effective. 

If you would like assistance in plotting a route of shops, please email [email protected]  Our team will be happy to add shops to your to-do list and may be able to suggest areas you would like to travel where we have even more opportunities. 

Apartment Mystery Shopping in the Sunshine State!

  June 23, 2023

  Posted by: lford

  

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Are you fortunate enough to be a resident of the great state of Florida?  Or will your travel plans take you there this summer?  With its beautiful beaches, natural springs, and world-famous tourist attractions, the state of Florida holds appeal for everyone! 

Florida is enjoying a tremendous influx of new residents moving in from other parts of the country.  “Snow birds” have long visited Florida in the winter months to escape the cold in northern states.

This makes the state a thriving market in the apartment industry!

The services provided by Ellis Mystery Shoppers can help ensure that everyone gets a great leasing experience at an apartment community. Ellis Mystery Shoppers evaluate the customer service provided in the leasing presentation at selected apartment communities.  Shoppers give feedback that is priceless to our clients, as their perception of the experience reflects what would have been the experience of a real prospect under the same circumstances. 

Are you traveling to Florida on vacation this summer?  Perhaps you could spare a bit of time to shop an apartment community.  If you are visiting the world-famous beaches of the Gulf Coast, we have shopping opportunities available in Panama City, Tampa, and Naples.  If your family is traveling to Disney, we have lots of shops in the Orlando, Kissimmee and Daytona Beach areas.  If you are driving south to embark on a cruise, we have lots of shops available in the Miami/Ft. Lauderdale area.  You could earn a bit spending money while only taking a little bit of time out of your vacation.

If you live in the area and are interested in plotting out a road trip of multiple shops, we can help with that!  Please email [email protected] and our team will see what is available near you.

Regardless of your reason for visiting Florida, you will find lots of sunshine and happiness!  Burt Reynolds once said, “Florida is a very healing place!”  We could not agree more!  We wish you safe travels and happy memories in the Sunshine State!

How COVID changed apartment shopping-

  June 13, 2023

  Posted by: lford

  

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New Ways to Tour

As we are all aware, the emergence of the COVID pandemic changed how people interacted with each other. It also changed apartment mystery shopping. There are now more options provided for touring/seeing an apartment at the location.  Below are some key takeaways to help you with your post COVID mystery shops.

On-site guided Tours-

For a guided tour, you will tour an apartment (and the amenities) in person at the community with a leasing professional assisting you and leading the tour. Depending on the location of the shop, you may have to wear a mask based on local and/or state guidelines. Also, the leasing professional may not shake your hand due to COVID safety protocols. Make sure you read the client’s specific shop instructions and the questions on the report to ensure you are giving credit as required.

Self-guided Tours-

For this option, you will arrive on-site and hand over your ID and they will give you keys to an apartment for you to go look at and then return the keys to get your ID back. Sometimes you will have the opportunity to talk with the leasing professional after you complete the self-tour. Another option is you login to a mobile application, upload an ID and then you are given a code to a lockbox for you to enter in order to get in to see the apartment.

Virtual Tours-

When a leasing professional talks about a virtual tour this could mean several things.

  • Virtual tour video
    • Is a pre-recorded video of an apartment and/or a leasing professional walking through and talking about an apartment (or amenities for that matter). This is NOT a live virtual tour. This is a video. The video can be personalized which means that the leasing professional videos themselves in a specific apartment to meet your needs and addresses you personally in the video to discuss this particular apartment.
  • Live virtual tour
    • Is where the leasing professional schedules a specific time and date to tour with you virtually. They may use any platform (e.g., Zoom, FaceTime, Google Duo, Microsoft Teams) to conduct the tour. The leasing professional calls or emails you and when you connect/log in the leasing professional takes you on a tour of the apartment (or amenities)
  • Virtual tour walk-through
    • Is where the leasing professional leads you through a virtual tour video while on the phone with you. The video can be emailed to you or something you can see on the website.

What type of tour am I supposed to take?

When signing up for a shop, please look at the client’s specific shop instructions which will indicate the type of shop that is required. If you EVER have questions about the type of shop, you can use the white envelope on your shopper page to contact a team member who can provide clarification about the type of shop.

Rejection Hurts!  How to GET your report Accepted!

  May 13, 2023

  Posted by: lford

  

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There is no doubt that rejection hurts!  Studies show that feelings of rejection and the experience of physical pain are both felt in the same area of the brain.  We hope that our mystery shops are enjoyable to complete and bring the satisfaction of a job well done.  We never enjoy notifying a shopper that a shopping report they have submitted is being rejected.  Here are some ways to ensure your shopping report is accepted so that our client can use it and you can be paid.

  • Read all the way through the instructions for your shop before you begin.  Some shops include specific days of the week to shop.  Many shops have a “target agent” you must speak with, or an agent you are requested not to shop.  Some shops require that a specific scenario be used, or a question asked. 

  • Listen carefully to the telephone greeting when the phone is answered.  If the greeting does not match the name of the property, reach out to us before proceeding with the visit.  We will be happy to make sure you have reached the correct community.

  • When you arrive at the community, double check the exact name of the community and the address to make sure it matches your shop instructions.  Different properties may have very similar names and differ only in words like “Estates at ___” or “Woods of ____”.  Two properties may have entrances from the same private road or parking area.  The address and name of the community will usually be found on the door, so it is a good habit to double check as you walk in.

  • You are always required to bring a valid, government issued photo ID and willingly present it if asked.  If you can’t tour because you don’t have your ID, your report will not be accepted.

  • Do not decline a tour for any reason if one is offered.  You may have said you are looking for a two-bedroom apartment and they only have a one-bedroom to show.  You should not decline to look at the one-bedroom, and you should appear interested and engaged in seeing it.

  • Do not disclose that you are a shopper at any time during your shop, or at any time later.  If you are asked directly if you are a shopper, please say that you are not.  If your shopper identity is compromised, we will not be able to accept your shop.

  • Submit your report in a timely manner after your visit.  We request that reports be submitted to us within 24 hours after your visit.  We understand that unforeseen circumstances may require a little extra time, but our clients don’t have confidence in the accuracy of a report submitted long after a visit.  Experience has taught us that the most accurate reports are submitted quite promptly.

If something out of the ordinary happens that you feel may affect the acceptance of your shop, please notify us right away by clicking on the envelope icon next to the name of the shop on your shopper dashboard.  Most problems can be resolved easily, and we are happy to help.  It is our goal to help shoppers get every shop accepted, so we can meet our due dates for our clients and build a long-term relationship with a happy shopper!

Don’t Blow Your Mystery Shopper Cover

  March 28, 2023

  Posted by: lford

  

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Our apartment mystery shops are intended to be anonymous.  The leasing professional you shop should never think of you as anyone other than a real prospect.  We sometimes hear from shoppers that their biggest fear is of being “spotted” as a shopper.  What can you do to decrease the chance of tipping off the team member that you may be a mystery shopper?

  • If you are shopping a target agent, don’t ask for them by name on the phone (right away).  If you have not reached your target after a few calls, our team may advise you to ask for them by first name only.  If a prospect is referred to a community by a friend, they likely would not give the first and last name of the individual they recommend.
  • Try not to sound certain at the beginning of the call that you plan to visit the community in person.  Allow the leasing professional to lead the call, determine your needs and build value.  YOU know that an in person visit will usually follow, but don’t jump to it too soon.
  • If you are shopping a target agent and they are not available when you arrived onsite, don’t give the impression that the world had just ended.  Behave as you would in a real leasing situation.  It is entirely reasonable that a prospect would prefer to meet with the same person they spoke with on the phone, but they would not insist on doing so.  If the target is not available even after you agree to wait a reasonable amount of time, continue with whomever is available.  Appearing too upset at being passed off to someone else is often a red flag of a shopper.
  • As the visit progresses, remember to stay “in character” as a prospect.  What features would you want to look closely at?  What questions would you ask?  Behave as you would if you were truly considering that community for your home.

Even after taking every precaution, sometimes a shopper’s cover is blown.  What should you do if you feel like you’ve been spotted onsite?

  • Don’t let your imagination get carried away.  We do thousands of apartment mystery shops every month, and it is pretty rare for a shopper’s identity to be compromised onsite.  Don’t assume the worst!
  • Do not EVER admit you are a shopper.  Even if the leasing agent asks you directly, do not own up to it.  Just continue your story as if you were a prospect.
  • Do not identify yourself as a shopper in a follow up contact.  If you speak with the leasing agent in a phone follow up, don’t say you were a shopper.  Don’t “unsubscribe” from email contacts or say that you would prefer not to be contacted.

Keep in mind that most leasing agents have no idea that the person they are speaking with is not a real prospect.  If you are concerned after a phone call or visit, please let our team know.  If the call was recorded, we can review it and advise you on how to proceed.  If you feel you were spotted onsite, we will let you know the next steps, depending on the circumstances.  Don’t let a case of nerves or awkwardness cause you to second guess yourself as an apartment mystery shopper.

Telephone Target Tactics!

  November 3, 2022

  Posted by: lford

  

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Telephone Target Tactics

We have your Telephone Target Tactics!
You’ve accepted a shop and are ready to get started. What’s the next step?  For most mystery shops for Ellis, the telephone shop comes first.  If you have a “shop anyone” (aka random) with no target leasing agent, you can call the community at the number given in your shop instructions and speak with whoever answers the phone. 

But what if you have a target agent?  Many shops require mystery shoppers to speak with a particular employee on the phone and in the community.   Sometimes the most challenging aspect of a shop is to reach that person on the phone to conduct the phone shop before visiting the community.   Here are some tips on how to reach your target leasing agent as painlessly as possible.

  • Read the client specifications (aka instructions) carefully to ensure you call on the best times to reach that person.  Ellis doesn’t always know the leasing agent’s schedule, but we will tell you if we know they only work certain days.  Some shops include notes that your target agent will be working alone on certain days.  Those are obviously the best times to call.
  • If your target agent answers the phone, you are in luck!  Proceed with the call without ever letting on that you were hoping to speak with that person.  Be prepared that it may not be your target leasing agent who answers. 

What should you do if someone other than your target agent answers the phone?

  • Don’t just hang up on multiple calls when the wrong person answers.  You may occasionally do so, but a bunch of hang-ups over a short period of time will be a red flag that someone is being shopped.  Try to use various methods to end the call without creating a suspicion that you are a mystery shopper.
  • You may very occasionally say you have reached the wrong number, but don’t do that too often or it too can create suspicion.
  • You may try asking a quick question and then end the conversation as if you have your answer. “What elementary school is closest to your community?” or “Do you have washers and dryers or just hookups?” 
  • You could try asking for an entirely different person (other than your target or someone who has been answering on your other call attempts.)  When they say they have no one by that name, you can say you must be thinking of the wrong community.
  • Try calling at different times of the day, 3-4 times a day, for a couple of days.  (Some clients want mystery shoppers to make fewer calls than this, so always refer back to those client specifications for your shop.)

If you have made a few attempts to reach your target leasing agent without success, Ellis’ team may be able to permit you to ask for your target agent by name.  If this is the case, you should ask for them by their first name only, as giving their last name would not come naturally to a prospect.  They may ask how you learned of them or of the community.  You can say you were referred by a friend who considered that community when looking for her home.  Just don’t offer too much detail or get caught in a story that may trip you up as a mystery shopper.

As with any aspect of your shop, keep Ellis posted on your progress by clicking on the envelope icon next to the property’s name on your mystery shopper dashboard.  If you have asked for your target leasing agent and been told they are out for a few days, using the envelope is the best way to let us know.  We will get back to you quickly if we have any tips or changes to the process. 

Reaching your target agent isn’t always difficult, and it doesn’t have to be scary.  All of our team has done phone shops of our own, and we’ve learned a lot of tricks along the way. Don’t panic; maintain your anonymity as a mystery shopper, and keep us posted!  We are right here to help you along the way.

Mystery Shopping Deep in the Heart of Texas

  September 30, 2022

  Posted by: lford

  

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EPMS has apartment mystery shopping opportunities available in all 50 states, but our team makes our home deep in the heart of Texas. The Lone Star state is welcoming newcomers every day, which means the apartment industry is a lively one! For anyone interested in mystery shopping for EPMS, there is no better place to do it than in our home state.

The area roughly between Austin and San Antonio, TX is known as the Texas Hill Country. It is home to many state parks and outdoor recreation areas. In the summer, many Texans escape the heat by tubing in the Guadalupe or San Marcos River. Springtime in the Hill Country brings a world class show of our beloved Texas Bluebonnets and other native wildflowers. No matter the season, Texans will jump at any reason for a drive through this area.

Daytripping? How about doing some shops along the route?

If you are a fellow Texan, or are visiting our neck of the woods, why not take on a few shops to defray your travel costs? Picking up a shop or two in an area you’d like to visit will pay for the gasoline you’ll need for the adventure. Besides San Antonio and Austin, some of the surrounding towns include Schertz, New Braunfels, San Marcos, and Buda. Those towns usually have plenty of EPMS apartment mystery shops available.

When you need to refuel!

Refilling the gas tank is probably among your least favorite things to do these days. Unfortunately, it is still a required task. Texans have found a place that makes filling up a little less painful. Right between the cities of Austin and San Antonio on Interstate 35 in the town of New Braunfels, lies Buc-ees! Buc-ees is much more than a gas station and convenience store. It is a Texas sized travel stop that almost makes the road trip worthwhile on its own! Not only do they have the cleanest restrooms (and plenty of them!), but they also have some of the best food and treats in the Lone Star State! Their beautiful gift department is where many Texans begin their holiday shopping. There are now 35 Buc-ees locations in Texas (and 8 more in other states), but most Texans believe it is not a road trip until you stop at Buc-ees!

Why not make money while you travel?

With lots of shopping opportunities, great scenery and plenty to see along the way, the Texas Hill Country is a great place to shop. If you live in the San Antonio/Austin area or would like an excuse to visit, check out all the Ellis apartment mystery shops along the way.

I Object!

  

  Posted by: lford

  

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When conducting an onsite mystery shop for EPMS, shoppers are usually asked to raise an “objection” to something during the onsite presentation. For many of our clients, this is one of the most important questions in our report. Prospective residents have an idea in mind of what they are looking for in a home. They may feel that a community or a specific apartment is “missing something” that is important to them. Leasing consultants are trained to address such objections in a way that is respectful of the prospect’s wishes, but still confirms that the community would be a good fit. When done correctly, overcoming objections is an art form!

Objection Overruled! What is NOT a good objection to raise during a shop?

  • We aren’t trying to trip up the leasing agent. Don’t knowingly raise an objection that is beyond their control. If a community is all electric, don’t insist on gas appliances. Don’t object to something that would raise a fair housing concern, such as there being too many children living there. If the community does not have three-bedroom apartments, don’t say that a two bedroom is not large enough for you.
  • If a leasing consultant makes a reasonable attempt to address your objection and build value in the community, don’t give the impression that it is still a “deal breaker.” Remember that shoppers are not actually going to lease there, so don’t go overboard in appearing displeased.
  • Don’t state your objection in a negative tone as if what you’re asking for should be on everyone’s wish list and you should not even have to ask.
  • Don’t state in your discussion onsite or in your report that they “should have” more flowers out front or a laundry room in every building, etc. – in other words something the leasing agent has no control over.

Objection Sustained! What are some reasonable and believable objections to raise?

  • You may use a personal interest as a way of raising an objection. Do you need a place to dock your laptop or set up your sewing machine? The leasing agent may suggest a nook or corner of the apartment that would work well for that purpose. Do you have a large or awkward piece of furniture that you are concerned may not fit? She may suggest ways to arrange your furniture to maximize the space. Or he may be able to suggest where in the apartment he has seen other residents put their Christmas tree.
  • Listen for an attempt to create rapport with you, while addressing your objection. Perhaps you said you were concerned that the noise from the pool would be too loud. She may say that she once thought so as well but when she saw everyone having fun out there, she found that it made her go to the pool a lot more often.
  • If a situation arises the leasing professional cannot overcome, such as your request to move your personal appliances into the apartment, they may have to overcome that objection by offering something completely different. As an example, if you were hoping to bring your washer/dryer with you and there are no connections in the home, you might be offered a location right by a laundry facility, or told how new and awesome their onsite machines are, or maybe offered a few credits to use their laundry

Above all, remember that you should give the impression that what they do have to offer could work for you. Allow the leasing consultant to talk through your objections in a way that builds value in the apartment and the community. Give the appearance that you are able to be pleased and give credit for a reasonable attempt to accommodate your requests. You don’t have to really live there, but if they are trying to find a way to help solve for your problem that’s the ultimate goal.