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An Outsider’s Perspective: Using Property Shops in Multifamily


In multifamily housing, property managers face the constant challenge of ensuring an exceptional living experience for their occupants. With the rising expectations of residents and the current challenge of low occupancy, the need for innovative approaches to property management has never been greater. Enter Property Shops – the undercover agents of the real estate world, playing a crucial role in unraveling the mysteries of multifamily living.

Understanding the Concept of Property Shops in Multifamily

Property Shops, also known as mystery shoppers, are individuals hired to pose as potential renters or buyers to evaluate the customer experience provided by a multifamily property. This undercover approach allows property managers to gain valuable insights into the strengths and weaknesses of their leasing and management processes.

The Objectives of Mystery Shopping in Multifamily Housing

  1. Customer Service Evaluation: Mystery shoppers assess the level of customer service provided by the multifamily staff. This includes interactions with leasing agents, responsiveness to inquiries, and overall professionalism.

  2. Property Presentation: The appearance and maintenance of the property are critical factors influencing a resident's decision to choose a multifamily community. Mystery shoppers evaluate the curb appeal, common areas, and the condition of model units to gauge the property's overall presentation.

  3. Leasing Process Assessment: From the initial inquiry to the final lease signing, mystery shoppers scrutinize every step of the leasing process. This includes evaluating the ease of scheduling appointments, the clarity of information provided, and the effectiveness of follow-up communication.

  4. Amenities and Community Engagement: Multifamily living is not just about the apartment unit; it's also about the lifestyle and community. Mystery shoppers explore the amenities offered, such as fitness centers, communal spaces, and social events, to assess their appeal and functionality.

Benefits of Incorporating Mystery Shoppers in Multifamily Management

  1. Insightful Feedback: Mystery shoppers provide unbiased and detailed feedback and data, offering a fresh perspective on the property's strengths and areas for improvement.

  2. Staff Training Opportunities: Identifying gaps in customer service allows property managers to tailor training programs for staff, ensuring they are well-equipped to provide an outstanding resident experience.

  3. Competitive Edge: Understanding how your property compares to competitors in the eyes of potential residents gives you a strategic advantage. Mystery shopping helps property managers stay ahead of the competition.

  4. Continuous Improvement: The feedback obtained from mystery shopping initiatives empowers property managers to implement targeted improvements, fostering a culture of continuous enhancement.

BGSF Property Shops

In the multifamily housing industry, staying ahead requires a deep understanding of your residents' needs and expectations. Mystery shoppers act as invaluable allies, providing property managers with the insights needed to enhance customer experiences, improve operational efficiency, and maintain a competitive edge in the multifamily market.

BGSF’s Property Shops provide comprehensive data and reports to help you track your leasing performance. This can be measured against your set expectations and historical data, as well as compared with other properties, companies, and markets nationwide. With objective feedback available on your leasing performance, you are then able to evaluate and take necessary actions for improvement. Ready to get an outsider’s perspective on your property? Contact us today!

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