Doing everything but what I am supposed to be doing - Having to submit a negative report......

Hey folks, I have been sitting at my computer for the past two hours struggling with a report. I had an apartment shop today and it didn't go well - not well at all! First, the target was late for our scheduled appointment. Second, he tried to pass me to the other leasing agent because he had not yet had a break. He failed to mention half of the amenities and didn't show me the others. It was clear that he didn't want to be at work. The entire shop took approximately 20 minutes. I am struggling with coming up with positive comments on this one.

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What you get by achieving your goals is not as important as what you become by achieving your goals. -Henry David Thoreau
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Real generosity is doing something nice for someone who will never find out. -Frank Clark
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negative reports are the worst. Had one today and I always hate submitting them. All you can do is report what happened and what sucks is this employee might do a great job usually and you just happened to catch them at a bad time...

Shopping Idaho and Oregon/Idaho border region.
Do you have to find positives? I don’t understand. Sure it’s great if you can throw one in there but really you just can report on what happened. And from what you said it looks like an easy report of no’s with explanation to go along with it. It’s better to look at this as a journalist who is just reporting what happened. No need to editorialize or fluff the piece.
@Travelliz asks, "Do you have to find positives?"

Most reports do not ask for them, and I agree with other posters. It is not your job to make the agent look good. However, there are shops which demand a minimum sentence paragraph regarding positives.

It may be too late, but...

The agent smiled.
The agent made eye contact.
The agent was professionally dressed.
...shook my hand.
...offered a seat.
...was clear amd concise.
...did not use their smartphone.
...showed me a unit that suited needs mentioned.
...apologized for their tardiness.

Find the littlest things and you can come up with a short paragraph.

If all else fails...

"The agent did nothing to make the experience positive", repeated the required amount of times using different phrasing. If the report gets kicked back to you for clarification or editing, so be it. You will have submitted it on time.

Edited 1 time(s). Last edit at 12/09/2018 03:11PM by nslinhar.
I feel like it adds credibility to my report if I can find something positive, however minor, to the report. Otherwise it can sound like I am just being negative and harsh toward the subject. And almost everyone can get credit for SOMETHING... "He stood a comfortable distance from me during the encounter."
We are supposed to find fault when it's there, tell your story as you told it to us and maybe the target will be re-trained...that's your job, not to turn out a false report. I usually tell a negative, then a positive, but if there are no positive's, not your fault or say the grounds were well maintained, if true, that's a positive.

Live consciously....
I also always try to throw in positive remarks on a negative report if true. Sometimes it doesn't happen and its impossible to do that.

However if positives are there I like to include that.

Shopping Idaho and Oregon/Idaho border region.
I am one of those who just have trouble with negative reports. Had one where she truly, truly earned it -- the pump wouldn't take my card, so I had to go inside and prepay. She SNATCHED -- I mean, truly grabbed -- the money out of my hand. I reacted (even though working, I'm human!) "Wow! That was really POLITE!" She growled a "Sorry" (in an "I don't mean it" tone), and disappeared behind the counter. Her rudeness continued when I asked for a receipt and change and did my MS portion. I really wished it was a reveal! I did SO want to let her know I was the shopper! It was all I could do to restrain myself from telling her!

I actually truly looked forward to that negative report.
I write my apartment shop reports like a play-by-play. Anything positive or negative, I provide a detailed account, preferably with quotes. Sometimes, when the shop has a lot of negatives, I hold off on submitting it for a while, then come back and reread it. I may edit some parts after I’ve “calmed down”. I’ve even told schedulers that a report will be late because of some issues with the shop and I want to be sure my report is fair and accurate. I’ve never gotten any pushback.
The agent spoke clearly and at a natural pace.
The agent mentioned (the half of the amenities he remembered).
The agent made eye contact when he talked.
The agent's shirt and trousers were clean and ironed.
The agent's hair was neatly combed.

"Let me offer you my definition of social justice: I keep what I earn and you keep what you earn. Do you disagree? Well then tell me how much of what I earn belongs to you - and why?” ~Walter Williams
@Threemom wrote:

I feel like it adds credibility to my report if I can find something positive, however minor, to the report. Otherwise it can sound like I am just being negative and harsh toward the subject. And almost everyone can get credit for SOMETHING... "He stood a comfortable distance from me during the encounter."

I completely agree that finding something positive adds credibility. Otherwise the report may sound spiteful and vindictive. Having someone show up late for an appointment certainly starts off the interaction on the wrong foot and finding some positives certainly tends to confirm that you overcame any biases the tardiness may have caused.
Good News!! I received an email from the editor to say she found the narratives interesting and that the report contained a lot of detailed information. Overall, the report was well done.

I struggled with this one and decided to write a play-by-play account of the shop and include as much detail as possible, which is the way I write all of my reports.

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What you get by achieving your goals is not as important as what you become by achieving your goals. -Henry David Thoreau
**********************************
Real generosity is doing something nice for someone who will never find out. -Frank Clark
**********************************
Positive: The Agent's tattoo's went up to his neck, just stopping at his earlobe, very well thought out.
Negative: When he smiled and yes he did, he was toothless and I got scared. his nails were dirty as well.

Live consciously....
The hotel room was new and nice, clean and updated, with a sauna which was excellent. The room was quiet.
The resort fee was 40.00 although the pool was closed and the WIFI wasn't working and since checkin was 4:00,
we lost a full day, so resort fees seem to be a bit greedy.
I could go on and on....

Live consciously....


Edited 1 time(s). Last edit at 12/16/2018 01:58AM by Irene_L.A..
You haven't really had a negative apartment report until...

* You get a tour from a drunken manager.
* The leasing professional's language would put any sailor to shame.
* The leasing professional constantly uses very sexualized language.
* The leasing associate, while driving you to the available apartment in a golf cart, decides to play "chicken" with an F350.
* The leasing consultant tells tell you to give yourself a tour.
* The leasing professional refuses to give you a tour at all.
* The apartment manager starts talking about politics - with a lot of vitriol. And your political beliefs are the target of said vitriol.
* The apartment manager cancels the tour because she decides to take a "snow day" when schools are all in session and on time.

Honestly, your report didn't sound good, but it could have been a lot worse. smiling smiley

Hard work builds character and homework is good for your soul.
@nslinhar wrote:

Are you still in Vegas mode, Irene ? winking smiley too funny!
So over it, I told my daughter this was my last hurrah.....report felt like Coyle's
.....Bahama's sound good...so does retirement.

Live consciously....
@nslinhar wrote:

Are you still in Vegas mode, Irene ? winking smiley too funny!

Haha, I made myself laugh.....thx for noticing.

Live consciously....
I don't mind trashing people on a report. I actually like it since it shows I am doing my job since most reports I do are positive. I know at least 2 people got fired because of my reports. I won't say my report for them fired because that is wrong. THEIR actions got THEM fired. Not my report.
As I like to say: If you are doing your job you have nothing to fear. If not, get your resume ready....you are gonna need it. A negative report doesn't cost me any sleep and doesn't make me feel guilty at all
They need to know the negative, suck it up and report the way it happened...you can always find a positive to throw in, but negative reports are more valuable than the others and a good MSC and client greatly appreciate them. I never felt guilty for writing a negative (although it is more work), if not for them, we wouldn't have an industry.

Live consciously....
You don't come up with positive comments; you come up with objective comments.

Shopping the Greater Denver Area, Colorado Springs and in-between in Colorado. 31 year old male and willing to travel!
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