How a Video Mystery Shopper Works in Multi-Family Dwellings
The video mystery shopper is starting to see more work from building management companies to get opinions of potential tenants in order to help them fine tune their leasing and management process. A negative experience during a showing can leave prospective tenants feeling less-than-positive about renting with that management company.
When searching for a new apartment, prospective tenants typically have a laundry list of criteria they would like their new dwelling to meet. It is a given that most renters looking for their future home to fit into their budget, have a pleasing design, and adequate size to meet their needs. In addition to the obvious, most renters are also looking for a building that is run well with friendly management and responsive maintenance staff. As the old saying goes, the first impression is most important, and when it comes to apartment buildings, the showing is the first impression.
Using a video mystery shopper is an excellent way for owners of multi-family dwellings to not only see how prospective tenants are being handled, but also how their property is being run on a day to day basis. Just as the name implies, a video mystery shopper completes a shop in the same manner as a traditional mystery shopping audit. However, the entire transaction is caught on video and audio.
Using a video mystery shopper not only give property owners the ability to use videos as a means of getting valuable feedback, it also allows them to see first hand what current and potential tenants experience. Additionally, the information from a video mystery shopper can also help building owners to discern whether or not their rental agents are following proper procedures and adhering to fair housing laws.
During a video mystery shopping audit at a multi-family dwelling, the mystery shopper will follow the lifecycle of a prospective tenant. From the time the mystery shopper sets the appointment with a broker to the actual showing and follow-up conversations, the auditor will be recording the process every step of the way. The mystery shopper will assess not only customer service practices, but also the rental agent's ability to answer questions about the property and their knowledge safety and fair housing rules. The video mystery shop can also help property owners ensure that their rental agents are following up with prospective tenants after showings and working to both close the deal and answer any questions they might have.
Video mystery shopping can provide owners of apartment buildings with invaluable insight into the manner in which their leasing agents treat prospective tenants. The data from a video mystery shopper can allow building owners to see the impact a sales person's presentation can make on a potential tenant, helping them to identify strengths and weaknesses in order fine tune their sales process.
About the Author
Measure CP is a global mystery shopping company working with businesses to make sure that good customer service and positive brand experiences are being delivered,products are displayed correctly, and the service experience is identical at all locations. Measure CP specializes in video mystery shopper programs to assist clients in providing good customer relations and can be found at http://www.measurecp.com
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