You just received your Flair secret shop report—texts, emails, and call logs after a prospect submitted an online inquiry through your property’s website.
Now you’re wondering:
Did we do a good job?
This guide walks you through how to self-score your performance using the same criteria Flair uses when we formally evaluate shops.
✅ Section-by-Section Guide to What "Good" Looks Like
1. Initial Response (5 Points Possible)
Goal: Respond quickly and make a strong first impression.
Ask yourself:
Did we respond at all within 48 hours?
Did we make a phone call?
If we called and they didn’t answer, did we leave a voicemail?
Did we personalize the message with the prospect’s name?
Did we identify who we are and what property we’re from?
What good looks like:
You said “Yes” to 4–5 of these questions.
A poor score usually means you only emailed, didn’t call, or took too long to respond.
2. Communication Channels (3 Points Possible)
Goal: Use multiple channels—don’t rely on just one.
Check the report:
Was there at least one phone call?
One email?
One text message?
What good looks like:
You used all three channels within the first 72 hours.
If you only used one method (like just email), this will drag your score down.
3. Response Quality (3 Points Possible)
Goal: Be clear, helpful, and answer the actual question.
Ask yourself:
Did we directly answer the prospect’s question (e.g., availability, pricing, move-in timing)?
Was the message concise and easy to read (no walls of text)?
Were there no grammar or spelling mistakes?
What good looks like:
You gave a specific, easy-to-read answer.
A weak response might be too generic (e.g., “Let me know if you have any questions”) or overly long/confusing.
4. Engagement & Follow-Up (3 Points Possible)
Goal: Make it easy for the prospect to take the next step.
Look for:
A clear call-to-action like “Would you like to book a tour?”
A second follow-up attempt if the lead didn’t respond
An offer of multiple ways to continue the conversation (e.g., “Call or text me anytime”)
What good looks like:
You made it easy for the lead to move forward—and followed up if they didn’t respond.
🔢 What’s a “Good” Score?
Your total possible score is 14 points. Tally up your “Yes” answers and compare:
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13–14 | Excellent | You crushed it—fast, clear, and engaging follow-up. |
11–12 | Good | Solid response with room for small improvements. |
8–10 | Needs Improvement | Some follow-up happened, but key elements are missing. |
0–7 | Poor | Prospect experience was weak—follow-up needs work. |
💡 Final Tip
This isn’t about being perfect. It's about creating habits that build trust, move leads to tours faster, and help your property stand out. Even small tweaks—like leaving a voicemail or adding a direct question at the end—can make a big difference.
Need help leveling up your follow-up game? Reach out to Flair—we’ve got your back.