Entrata 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, including our prospect calls. This is our chance to shine and show our leads how we provide Superior Customer Service above our competitors.

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.

Procedure (HRA Way!):

If a scorecard should come through that does not meet HRA standards (below 80%), then the agent must email their leasing manager, property manager, regional, and training@horizonra.com the following;

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

For scores 60% or lower, the following action will be taken. If a team member’s performance does not improve, they may be demoted or terminated.

1. Warning and direction on training.
2. Firm verbal warning.
3. Write up.

It is important for the Leasing Manager on-site to take responsibility in training their team members. When a score below 70% comes in, the Leasing Manager should “Reply All” with an action plan improving the teams calls.

Additionally, every month that a property’s average is 70% or lower, the team will be required to join the Training TEAM’s monthly leasing call.