The Mystery Shop is History

Learn how you can take the mystery out of measuring employee performance.
November 27, 2019
People

You’re doing everything right—the leasing team is trained, they’re answering the phone, and quickly responding to leads. Curb appeal looks good and your marketing is bringing in viable prospects. But something isn’t quite right. Occupancy is down. The leases aren’t rolling in as you expected.

Maybe it’s time for a mystery shop, so you can understand what is happening from the potential renter’s point of view.

Or is it?

History of the Mystery

Mystery shops started to gain popularity in the 1940s. Without access to internet reviews and business intelligence, a mystery shopper was one of the only ways to get a small reading on the performance of a company and its employees. A good actor, some meaningful questions, and a tour gave them a tiny slice of information that could be used to help determine training, hiring and termination needs.

Almost 80 years later, that same methodology is used today with mystery shoppers. The problem is that with such a small peek at performance, a lot of variables must be accounted for: Did the shopper fit your customer profile? Was it cost-effective? Was the small sample size statistically relevant? Was the shop report accurate? Did the employee figure out it was a shop and alter behavior?

Fortunately, there have been major strides in developing new solutions that target these challenges that mystery shops impose.

New Methods

Strong property owners and managers need real, quantitative evidence of their employee’s performance—not contrived observations. Here are three ways to measure the performance of your leasing team, without a mystery shop.


1.   Internet Reviews

Reviews from Google, Yelp, and many other ILSs can offer an unfiltered glimpse in to what renters think about your property and employees. And in turn, these reviews can significantly impact a prospect’s decision to rent. Embrace your reviews, both the good and bad, then take the time to read and respond to each one. Analyze the insights you learn from the reviews to recognize patterns of behavior from your leasing or maintenance staff.

2.   Automated Surveys

Sometimes, the easiest way to get honest feedback is to just ask for it. Consider sending your prospects a simple survey with your most burning questions. It can even be just one question like, “How satisfied were you with our service today?” and correlate the responses with the staff member who interacted with the prospect.

The key to asking for feedback is to ask at the right time. Set up an automated email or have an email template ready at your fingertips to send a survey the moment after interacting with a prospect.

3.   Telephone Performance Analysis

Phone calls are one of the most powerful tools for measuring employee performance. By using telephone tracking numbers, you can record and listen to every first-time prospect call received by your property. You can listen to these calls to evaluate performance and create training opportunities for your leasing staff.

Alternatively, if you don’t have time to listen to each call—as most of us don’t—you can use AI (Artificial Intelligence) to analyze the calls for you. Agent Performance, from LeaseHawk, uses voice biometrics and natural language processing to identify which employee is speaking and how well they performed on the call based on a survey of best practices. The results are available within minutes, so you can detect skill gaps and performance variation and quickly take action to correct deficiencies.

Next Chapter

A good employee performance evaluation tool should use precise scoring criteria and allow for customization of the weighting of each component to meet your specific needs. This allows you to shift focus to areas of concern and then coach and watch for signs of improvement.  

Employees should feel empowered to use an evaluation program to grow professionally. Look for one that has easy-to-understand reports showing scores, areas of strengths and concerns, and ranking information. Investing in your teams’ professional skills and openly assessing true prospect calls takes away the mystery of being shopped and keeps the leasing team focused on working real leads without feeling like they are wasting valuable time or being spied on.

In today’s data-driven world, it’s important to investigate other options. New technology, including AI, is providing you with a reason to turn the page and move on to the next chapter of measuring employee performance.

Close the book on the historic mystery shop.

Learn More

Ready to see LeaseHawk in action?

Fill out this form to learn more.

Related Posts

People

5 Ways to Maintain Communication During Uncertain Times

The COVID-19 (Coronavirus) outbreak is a rapidly changing situation. Learn 5 things you can do right away to maintain open communication with your prospects and residents. After all, clear communication is one of the best ways to stay calm and maintain business-as-usual during these uncertain times.

January 29, 2018
People

What is Your Leasing Horoscope?

In honor of Chinese New Year, we’re celebrating the Year of the Rat with some astrological fun. Find out how you can improve your leasing according to the traits of your Chinese Zodiac sign!

January 29, 2018
People

Close the Loop on Problem Solving with CRM Software

A Customer Relationship Management (CRM) app is a perfect way to better answer all these questions while providing the leasing staff with fast response options. Learn how one LeaseHawk clients uses the LeaseHawk CRM and Telephone Performance Analysis (TPA) to close the loop on their problem solving.

January 29, 2018
Marketing

How Can I Reduce Call Center Costs?

We’re in an unprecedented time where ‘work from home’ is the new normal. If you’re looking to call centers to help with your leasing office's calls, then you know it can be a pricey hit to your budget. Use these 5 tips to nurture every lead and reduce your call center costs at the same time.

April 3, 2020
Tech

What Chatbot is Best for My Apartment Communities?

Consumers are 4x more likely to prefer using a chat box over speaking to a human. It’s time for your properties to offer a virtual experience for your renters. Discover three types of chat solutions and learn which one is the best fit for your multifamily properties.

March 30, 2020
People

5 Ways to Maintain Communication During Uncertain Times

The COVID-19 (Coronavirus) outbreak is a rapidly changing situation. Learn 5 things you can do right away to maintain open communication with your prospects and residents. After all, clear communication is one of the best ways to stay calm and maintain business-as-usual during these uncertain times.

March 30, 2020

Join Our Newsletter

Get the latest multifamily news, how-to's, infographics and more delivered right to your inbox.