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PMs nail mystery shopping test

13 November 2015 Jay Garcia

A director was pleasantly surprised by her members' fast response to a fake email enquiry, which was deliberately sent at the peak of the Melbourne Cup celebrations.

A director was pleasantly surprised by her members' fast response to a fake email enquiry, which was deliberately sent at the peak of the Melbourne Cup celebrations.

BDM Academy director Tara Bradbury said she was pleased with the result of a generic email enquiry that she sent to more than 100 of her members, posing as a property investor asking about fees.

According to Ms Bradbury, the email was sent at 3:30pm EDST on Melbourne Cup day and every one of her members had responded by the following morning.

Ms Bradbury told RPM that while she was impressed by how quickly the property managers responded, she felt that some made the mistake of not pushing for an appointment.

Ms Bradbury said property managers should use client enquiries as opportunities to ask questions and arrange meetings either face-to-face or over the phone.

“Asking the questions yourself for an additional conversation or meeting is really important, so look at your calendar in advance and actually see what timeslots you have available for them,” she said.

Ms Bradbury said inquiries should be used by property managers to engage further and more personally with potential clients, rather than simply sending out their fee packages.

“Otherwise, you’re just giving out your fees without going through the information, so landlords then make a decision just based on your pack instead of the experience that they can have with your agency.”

Ms Bradbury said property managers can’t afford to be dismissive of any client inquiries, regardless of how brief or vague, because it could be a mystery shopper or even another property manager.

“You just never know what type of person is contacting your business, so you need to take the time to respond and show that you want to have an ongoing conversation, because every lead is gold to your business.”

[Related: Agency finds novel approach to handling clients – talking to them]

 

PMs nail mystery shopping test
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