Got Shops? Retention Strategies for Property Owners

Posted on: October 23rd, 2013 by mfzMaster No Comments
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Got Shops? Retention Strategies for Property Owners

If you’re a property manager or owner, how often do you have the opportunity to make it to the site to evaluate the apartment marketing or maintenance? What level of customer loyalty are your onsite professionals breeding?

Many property management companies use a third party provider to conduct apartment mystery shopping for them. The mystery shopping company contracts with a large number of individuals who can pose as a real prospect at your rental community and provide a prompt and accurate evaluation of their customer experience.

Mystery shopping can help you learn what your potential renters are encountering when they contact your apartment community over the phone or internet, in addition to what they observe when they visit in-person. Mystery shops come in all shapes and sizes – ask an apartment mystery shopping company what types of services they offer.

A great mystery shop is not just complaining about what went wrong. Your mystery shop provider should be your partner in your resident retention efforts. Creating a great customer experience through objective feedback about operations at the property level is the first step, but adding valuable training can really boost retention and help build customer loyalty.


Maria Lawson

Mrs. Lawson is a 20+ year apartment industry veteran who worked her way from Leasing Consultant to VP of Marketing and Training at Lincoln Property Company and is currently VP of Training and Development for Ellis Partners in Management Solutions (EPMS) where she is responsible for content development of a wide variety of multifamily industry training programs related to lead conversion, resident retention, and customer loyalty. Through extensive research on generational behaviors and other factors impacting sales performance, she continues to target the training needs of the multifamily industry, blogging regularly for multifamily websites and organizations in an effort to promote awareness of, and help others learn to listen effectively and to better understand, the Voice of the Customer. Find more insider tips and articles on


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