Entrata Leasing Manager Scorecard Follow-Up Procedure

Purpose (Why we do this):

At HRA we strive for excellence, and a prospect’s first impression of us is determined by your performance on the phone. It is important that we uphold the Pledge in every way, and that we lead by example for our team.

Policy (What you’re supposed to do):

To maintain consistency and uphold the Pledge across all Horizon properties, we are using one scorecard for grading. Properties on Entrata will have their calls scored by the Entrata Leasing Center. We require our team to set the standards of the market by achieving a score of 80% or higher on prospect calls. The Entrata Scorecard is a tool that helps us identify what information is lacking on prospect calls and allows us to track progress of our team. As a Leasing Manager, your team looks to you, so it is important that you show you are as committed to prospect calls as they are.

Procedure (HRA Way!):

If a scorecard should come through that does not meet HRA standards (below 80%), then the Leasing Manager is required to email the property manager, regional manager, and training@horizonra.com the following;

1. What they think they did well on the call.
2. Where they believe they could have improved.

Also, for scores 80% or lower, the following action will be taken. If a team member’s performance does not improve, they may be demoted or terminated.

1. Leasing Manager Call Training will be required.
2. A firm verbal warning will be made by the property manager, along with a scheduled secret shop.
3. Write Up.