Apartment Mystery Shopping:  From a Mystery Shopper’s Perspective

What is the First Thing You Notice When You Arrive to do Your Evaluation?

When you arrive at an apartment complex, the first thing you notice is the curb appeal. There are certain aspects of the apartment mystery shop that make you decide whether to say “yes” or “no” to being a potential tenant right from the street!

Firstly, the apartment community should be well-maintained. This means that the landscaping is neat and not overgrown, and there’s no litter around. Overall, the property should look cared for.

Additionally, the exterior of the apartment building should appear well-painted and not rundown. It’s important that the entire complex looks well-kept, not just the landscaping.

What Has Been Your Experience with Apartment Leasing Agent Sales Skills?

When evaluating the presentation of the apartment leasing agent, one big negative is when they don’t ask for my name or introduce themselves. This isn’t just an issue specific to apartments; it’s a general thing.

It’s not difficult to say, “Hi, my name’s Nick,” or whatever—it just seems like basic courtesy. That’s something I am looking for, but not everyone does this. They also sometimes miss the opportunity to ask, “What are you looking for?” Instead, they present what they have available and seem to expect you to know what you want. Choosing an apartment is a much bigger decision than just ‘what’s available’.  They seem to think I’m the expert when they need to take the reins and show me that they know their property and care about it.

For example, when I recently visited an apartment community, the leasing agent just unlocked the door and stood outside while we walked in. I was left to walk around by myself for about ten seconds before I realized no one was there to guide me. There was no sales presentation—no introduction to the amenities or details about the property. I could ask questions, but they never offered any information on their own.

It would have been nice if they said things like, “We have newer appliances,” or “There’s a washer and dryer down the hall,” which are super important to many people. Mentioning these details matters. Without a proper presentation, you could walk into a nice apartment and still decide not to rent it, just because of that lack of engagement.

Because if they’re not even willing to put in the effort to earn your business, what’s going to happen once they’ve got it? Who knows what they’ll do—or won’t do. What’s the maintenance going to be like? If you run into a problem, will they be unresponsive? Will they expect you to handle issues like clogged sinks? Is anyone going to address these problems, or are you just another number in their system?

The Biggest Takeaways from an Apartment Mystery Shop

1. The first is cleanliness. It doesn’t need to be upscale, but it should at least be well-maintained. The problem with some of them is that they don’t even meet that basic standard. This is the apartment you’re showing; it should be the best representation of the apartment community. Some of them are dirty and smell bad. Cleaning can be challenging, but getting rid of unpleasant odors isn’t hard. If it’s that bad, then the apartment needs to be taken off the list and repaired. If it needs new carpet, then it’s time for new carpet. If it still has lingering cigarette smells, it might need a fresh coat of paint. People are becoming lax about cleanliness. It’s not like it was during COVID when everything was sanitized and super clean. Now, it feels like, “Meh, good enough.”
   
2. Secondly, the representatives showing the apartments play a significant role. Honestly, at times, they didn’t seem necessary. For instance, one representative simply unlocked the door and did nothing else—she didn’t provide any information or engage with us. It felt like she was just going through the motions.
   
3. Lastly, follow-up is incredibly important. In my experience, no one followed up after the showings. That’s disappointing because without follow-up, you may not get feedback about how you did or what could be improved. Even if someone wasn’t interested, they could provide valuable insight into their experience or why the apartment wasn’t a fit for them. Follow-up could be what ultimately makes a difference.

Overall, focusing on cleanliness, having engaged representatives, and ensuring timely follow-up can significantly improve the rental experience for potential tenants.