Do we still need mystery shops?
After 20+ years in multifamily, I’ve been on almost every side of the shopping process. I’ve requested shops, reviewed recordings, disputed inaccurate results, and watched scores make their way from the shopping company to regionals, managers and leasing professionals.
I’ve also watched what happened next.
Sometimes the shop became a great coaching opportunity. Sometimes it became a score and a signature...Do we still need mystery shops?
After 20+ years in multifamily, I’ve been on almost every side of the shopping process. I’ve requested shops, reviewed recordings, disputed inaccurate results, and watched scores make their way from the shopping company to regionals, managers and leasing professionals.
I’ve also watched what happened next.
Sometimes the shop became a great coaching opportunity. Sometimes it became a score and a signature. Sometimes it was used for disciplinary action. And sometimes nothing happened at all.
Now, sitting on the other side with Elevate Mystery Shopping, I keep asking:
What does multifamily actually need from mystery shopping today?
Are traditional shops still valuable? Are they becoming an expense that’s harder to justify? Are we measuring the right things?
Most importantly, once we identify a performance gap, what happens next?
That question has shaped Elevate. I don’t believe a shop should end with a score. Leadership should see the business impact, managers should know what to coach, and leasing professionals should know how to improve.
I recently talked about my multifamily journey and launching Elevate on the Beyond the Portfolio podcast, which dropped yesterday. I’ll share the link below.
But I really want to hear from you:
Are shops still a must have, a nice to have, or does the model need to evolve?
I’m listening. Show more