Secret Shopping Apartment Communities
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Recently I received a new secret shopping project in which our client needed an apartment call center to shop their competitors to see what they offered and what the costs that were involved for someone renting an apartment. I shopped approximately 28 or so apartment complexes, some of which were the actual residential property management home offices. Other properties I tried to reach were not answering their phones or the number was disconnected.
I was really shocked to realize how just about each and every one of these people answered their phones and dealt with their potential renters. I only came across 1 person who did a fantastic job selling their to me, and 1-2 others who did a decent job at attempting to sell the property. Not one property that I secret shopped out of all 28 or so properties offered to have me come in for a site visit.
Each person I called to inquire about an apartment acted as if I were interrupting them. I had to ask for every detail regarding the property and it was like pulling teeth to get them to give me the answers, as they weren’t willing to give it to me freely. I would definitely recommend that each learn how to effectively sell their properties. The client that I was shopping for was quite pleased to get a professional opinion on what I thought about my conversations overall with these companies.
Written by Robin Turner, Call Center Manager
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