Case Study: Darby Development improves training and service quality with Grace Hill

Empowering Excellence With Darby Development

Darby Development, a real estate company with a portfolio of multifamily and commercial properties, faced challenges in objectively evaluating its service quality and providing cost-effective, impactful training for its employees. Their existing methods for mystery shopping and training were difficult to maintain. They partnered with vendor Grace Hill to utilize its Training and Mystery Shopping solutions to gain reliable data and close employee skill gaps.

Grace Hill provided a comprehensive solution featuring online training courses mandated for all staff and detailed video-based mystery shops. This combination delivered measurable results, including improved employee compliance with training, more effective sales techniques from leasing agents, and enhanced visitor satisfaction. The objective feedback from shoppers empowered staff to make productive changes, leading to more sales and a stronger reputation for service excellence.

Darby Development

Lydia Ackerman

Vice President of Property Management