Experience the JOURNEY through the eyes of your Prospective Owner.
When you KNOW what they WANT…you’ll know how to DOMINATE with new business.
Welcome to the ‘Secret Shopper Files’ Podcast show.
In each episode we ‘secret shop’ up to TEN agencies in Australia, New Zealand, the USA or in the UK, and reveal the results.
- What points of difference did they use to differentiate themselves and compete?
- How good (or bad) was our customer service experience and what key mistakes were made?
- What holes did we find in their property management fees- could they have successfully charged more?
- Did these agencies have any real hitting power in their marketplace with their online presence and social media marketing?
We then reveal in each episode a plan how any agency can quickly win the trust of the prospective owner and DOMINATE, from the lessons learned in that marketplace.
Want a Secret Shopper Report for your competitors? Click here.
Together with Darren Hunter and Deniz Yusuf, Michael Sanz reveals the GOOD, the BAD and the UGLY (without revealing the agencies involved) and have some fun along the way to encourage all agencies everywhere to get GREAT at competing on service and value, instead of competing on fees and a ‘race to the bottom’.
Subscribe on Podbean or Itunes Podcast and listen in the car between appointments.
For more details of how we can secret shop your competitors go to secretshopperfiles.com
The Secret Shopper Files Podcast
Episode #4- The Sydney Files- The STRUGGLE is real
In this episode we called TEN agencies in Sydney where we found nearly all PM companies STRUGGLING to give any real and meaningful point of difference, and instead gave common ‘points’ that were of no real value at all!
BUT through all the ‘BLAND and sameness’ a phone call with ONE agency stood head and shoulders over the rest to win our Secret Shopper Hall of Fame award (if we had one!). PLUS, we come across the HIGHEST leasing fee we’ve seen charged, plus one agency charging a HIGH routine inspection fee (when everyone else was charging nothing).
Episode #3- The Orlando USA Files…’please ANSWER the phone’!
In our third episode, we go to the home of Disneyworld in Orlando Florida USA where we ‘secret shopped’ ten agencies there, some quite prominent.
If you want to learn HOW to stand out from the crowd be sure to listen to this podcast as we EXPOSE the BIG MISTAKES, the fees they’re LEAVING ON THE TABLE too, so you too can KNOW how to impress your prospective client the first time, and HOW to be more profitable per door!
Episode #2- ‘The Auckland Files’…Staff Disconnect, ‘Too busy’ to GROW.
In our second episode of the Secret Shopper Files, this time we deliver a Strategic Market Report in Auckland, New Zealand. We were surprised that not only were vital points of difference missing, but also something even more important- the ability to connect with the prospective client on a person to person level.
In this episode, we spend quality time on how you can improve with your prospective client service experience, but also discuss what type of content you could be teaching and educating with your prospective clients so that you can dominate and lead the market. Plus we reveal a sample fee analysis based on what agents should be charging in the Auckland area and how additional fees could be earning an agency of 300 doors/managements another $127,000 per year.
Episode #1- 14 Agencies- THE BIG Holes, The ‘Low-Balling’ and the Surprises.
In our first ‘pilot’ episode of ‘The Secret Shopper Files’ Michael Sanz discusses how his team secret shopped 14 agencies in Adelaide (South Australia). With the selected offices spread across half of the metro area, the ‘rack-rate normal’ management and leasing fees have been discounted by FOUR PM focussed agencies (that you’d think would be at the ‘higher end’ of the fee-charging).
We also reveal some surprises with their ‘points of difference’ and have a revealing chat about the overall ‘prospective owner’ service experience.