Customer Support
"The thing I like best is taking a good leasing consultant and making them great. Grace Hill's Mystery Shopping gives us the ability to look at their performance from an objective view and make a couple of small changes that can really impact customer service."
Elaine Kozloski
Director of Training
Overview
Westminster Management is a growing property management
company with over 20,000 units in communities across 12 states.
Challenge
Westminster wanted to assess customer service and leasing practices at the property level so they could support leasing consultants with targeted training and achieve better leasing results. With only two trainers and busy leasing consultants, they needed to minimize in person training and administration without sacrificing performance.
Company Profile
Industry: Multifamily Real Estate
Portfolio: 50 Communities (Across 12 States)
Unit Count: 20,000+
Headquarters: New York, New York
Solution
Westminster implemented Grace Hill's easy-to-administer, discrete Mystery Shopping program across all communities. Each property receives a quarterly virtual shop and an internet shop. Shop results are followed by targeted training within the company’s LMS to quickly address any skill gaps. There are also more than 30 short booster courses available for upskill training specific to the shop.
“As a trainer, I love the fact that from the time we close out the shop, with two clicks of a mouse, we can assign two five-minute refreshers in Grace Hill Training on the deadlines we want. And leasing consultants appreciate that we recognize where they need additional training. Grace Hill allows us to give them the support they need with minimal work on our part,” said Elaine Kozloski, Director of Training.
“I use Grace Hill's shop templates in my in-person training. It’s not necessarily about getting 100% on your shop. But it's proven that if you hit all these marks, you're more likely to get that telephone arrival; you're more likely to get that application."
- Elaine Kozloski, Director of Training
Results
Westminster has successfully used insights from Mystery Shopping to make impactful process adjustments and improve team training. As a result, they've seen measurable increases in applications, tour completions, and lease renewals.
In addition to these results, they’ve been able to identify missed opportunities, better target their training efforts, and ensure more accurate outcomes overall. One property, for example, received a zero percent score on an in-person shop because the shopper waited for a tour that never happened. “Come to find out, two people in the office are just not enough on a Saturday,” the team shared. “It really drove home the point that missing that one additional body meant we were letting money walk out the door.”
Mystery Shopping has also helped the team fine-tune their training strategy. As one leader put it: “It 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.”
They also emphasized the reliability of the feedback: “I've had to dispute very few shops, so obviously shoppers are trained in a way that gives accurate feedback.”
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