Julie Gardner

In Good Company: 10 More Reasons To Attend Performance Summit

If you’ve registered to attend this year’s Grace Hill Performance Summit, you’ll be in good company. If you haven’t registered, there’s still time! Register now. In addition to networking with the Grace Hill team, your peers, and noteworthy speakers, you’ll be able to tap into the knowledge and expertise of these industry innovators and Grace… Read More »

Misstep #4: Failing to Fully Utilize Results

If you’ve been faithfully following our series about missteps in multifamily mystery shopping (and if you haven’t, here’s Misstep #1, Misstep #2, and Misstep #3), you should be feeling pretty confident that you’ve got this mystery shopping thing figured out. Not so fast. There’s another misstep we see a lot that negatively impacts your mystery… Read More »

Misstep #3: Ignoring ROI Optimization

Pause for just a minute. Think about everything you’ve poured your valuable time and budget into: targeted marketing programs; detailed onboarding and mentoring; and developing policies, procedures, and training to better enable your teams and create more loyal customers. Spending more on a mystery shopping program to assess, test, and improve standards is a good… Read More »

Misstep #2: Overlooking Company Culture

If your company is like so many others, you’ve invested countless hours, dollars, and brain cells building a vibrant corporate culture. That’s because you know a winning corporate culture is inextricably tied to more revenue, higher profits, and 5-star customer satisfaction.  So why would you risk all that with a mystery shopping program that makes… Read More »

Validate Mystery Shopping

Is Multifamily Mystery Shopping Misunderstood?

Multifamily mystery shopping needs a makeover — stat. We at Grace Hill found out first-hand. After more than 20 years of collaborating with multifamily leaders, we’ve discovered that a lot of property management organizations have a skewed perception of mystery shopping. Many are less than satisfied with the results—not to mention the fact that the… Read More »

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