Does your management company still hire secret shoppers for leasing teams?

If yes, what company do you use? If no, what is your alternative?

I work for a small company and we do, but we look for very specific things and hire friends and family and give them the worksheet to fill out and tell them specifically what we are looking for.
We used GraceHill before and they do a decent job but use their own form and you can’t alter their pre-set form.

ElegantPelican350 actually...you can! I have mine customized, I worked with our replacement to do it.

Angel Rogers really? Who do we call to do that? I’ve found their customer service to be pretty terrible.

Grace hill

Not 1 secret shop in 3 years here 😊

Company is switching over to shops by Grace Hill

Ellis. However, we need to make secret shops a thing of the past.

Anonymous member 626 may I ask why you feel this way?

Angel Rogers It’s outdated and overused. Our leasing agents know when a shop calls or comes in & is triggered to try and get a perfect score. Instead of having a genuine conversation and making connections to find them a home, we instead are ticking off boxes. It is not a beneficial tool to strengthen leasing teams.

Anonymous member 626 I get that completely. I still think we need a checks and balance strategy, but the shoppers need to be better at acting and a customizable scoring model would create more room for higher scores to instill confidence in our teams.

Yes, we use Grace Hill.

Ellis I know Greystar still uses them!

Business Observations

Hi! I work with different operators all over the country. I use Flair to secret shop (phone and digital/lead form) my training clients' properties.
www.getflair.io/
Works great. Hope it helps!
-Stephanie

We don't hire secret shoppers with the frequency we used to, but we still use EPMSOnline.com for our in person shops. We use Call Companion which records, transcribes and scores all leasing calls. It's through DomIQ.ai. It has definitely helped us improve call to tour ratio. But it's phone only. It also records and transcribes non-leasing calls but doesn't score them. I hope it will in the future, since the way we handle customers after the move-in is important too.