You already know the point of apartment mystery shopping is to offer feedback on your apartment shopping experience. Most of the time, you’ll have a good experience with good service. However, once in a while, the experience will be…less than desirable. It is in these instances that you need to be especially thoughtful about how you deliver your feedback. Clients want to know the facts, but they expect to receive that information with courteous, professional language.
For starters, remember that you’re not really looking for an apartment – you’re only pretending! This will go a long way to help you remain neutral and not rely on emotions to evaluate the shop. Sure, the apartment you’re looking at may be way out of the price range you would spend in real life or maybe it doesn’t look at all like the type of apartment you would choose. Keep in mind that your primary objective is to rate the service performance of the agent, not rank the actual apartment in terms of which looks nicest or has the best price. This way, you won’t feel indignant if the apartment is “too expensive” or “not new enough”.
When you complete a shop and the agent isn’t very friendly or helpful, do your best to stick to the facts instead of fixating on one specific behavior or statement. It’s okay describe your experience in terms of how you felt (i.e. “I felt like I was interrupting”, “I was not offered any refreshments”, or “I did not feel like the agent was motivated to help me”), but try to avoid making assumptions about the agent’s intentions or reasons for behavior. To state, “I was not greeted when I entered the office and waited several minutes until I was noticed” versus, “The agents were all very rude and completely ignored me when I came in because they were too busy chatting” is a more professional, non-emotional way of telling the story. Keep this in mind when listing areas for improvement, as well. For example, try saying, “She could have taken more time to ask about my needs before ending the call” instead of “Next time she could try to actually do her job and find out what I wanted”.
One other area where it is important to exercise tact is when you are describing the actual community. If a particular community is older and possibly in need of updates, but is otherwise tidy and well-kept, avoid making derogatory statements like, “The community was old and outdated”. Instead, try being more specific, like “The community grounds were free of trash and the landscaping was well maintained. The buildings looked like they could use a fresh coat of paint.”
All in all, remember that this is a business interaction. You are essentially working for the apartment management companies on a contract basis, so when you write a report, think of it as writing an email to your boss. You can share your concerns, but do so in a polite, professional manner. Doing this will help you to be a 5-star shopper!