Case Study: Westminster Management improves leasing performance with Grace Hill Validate

How Validate mystery shopping program improves leasing performance

Westminster Management, a property management company with a portfolio of 20,000 multifamily units, sought to enhance its leasing performance through better customer service training. The challenge was to effectively assess and improve leasing consultant skills across many properties with a small training team, all while minimizing administrative burdens and the need for in-person sessions. To meet this goal, they partnered with vendor Grace Hill.

Grace Hill implemented its Validate mystery shopping program, providing quarterly virtual and internet shops for each property. The solution integrated with Westminster’s training LMS to deliver targeted, short booster courses based on shop results. This approach from Grace Hill enabled Westminster to identify specific skill gaps and make precise training adjustments, which led to measurable increases in applications, tour completions, and lease renewals.

Westminster Management

Elaine Kozloski

Director of Training