Customer Support
Make Better Decisions With Better Insights
If your team needs more training, how will you know? You could wait until people complain, move out — or worse — leave negative reviews. But that’s expensive and opens you up to more losses than necessary.
With insights from mystery shopping you’ll have the data at your fingertips to act now. Whether that’s assigning personalized training to an individual or evaluating new training programs and policies, you don’t have to wait to lose another lease to a poor customer experience again.
What Are the Effects of Great Customer Experiences?
A good customer experience heavily impacts recommendations.
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company.
(Qualtrics XM Institute)
Recommended brands influence new customers to buy.
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.
(HubSpot)
Good experiences make customers want to buy again and again.
93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
(HubSpot Research)
“Mystery Shopping gives us the best way to evaluate and review our progress. It also ensures the team members get the ‘spotlight’ remediation courses they need to improve performance."
Jay Schoonover, Education Coordinator + Auditor, Drucker + Falk, LLC
“Why Aren’t We Hitting Occupancy Goals?”
Stop worrying you’ll miss key targets!
- Mystery Shopping gives you the data you need to optimize your onsite operations.
- Identify skill gaps and immediately assign short training to address only the areas that need improvement.
- Uncover issues that go beyond training, like staffing coverage or serious compliance issues.
Mystery Shopping, but Make It Easy
- Automatically delivered reports put the data and insights into the right hands without any extra steps.
- Save admin time choosing how to fix missed sections of the shop. Grace Hill's automatic mystery shop scoring system gives you instant time-saving suggestions.
- Get your onsite team members back on the sales floor quickly with improved skills using short “booster” training courses.
“Mystery Shopping helps me see where employees are hitting the mark and where they are missing the mark so I can target training instead of wasting my time and theirs on skills they’re already good at.”
Elaine Kozloski, Senior Director of Training and Organizational Development, Westminster Management
What Are the Costs of Bad Customer Experiences?
A poor customer experience strongly influences brand loyalty.
65% of customers said they have changed to a different brand because of a poor experience.
(Khoros)
A bad experience pushes customers to cancel their commitment.
78% of customers have backed out of a purchase due to a poor customer experience.
(Glance)
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor.
(Zendesk)
It’s expensive to blindly manage your leasing experience! Get the insights you need into the customer experience to see how it’s really affecting your bottom line.
Contact us now to learn more about adding Grace Hill’s Mystery Shopping programs!
Not yet ready to see a demo?
Learn more about our other solutions:
Training
The leading learning management system in multifamily.
Operating Procedures
Industry-specific policies that empower your team and reduce risk.