In this episode of Behind the Portfolio, Breyden sits down with Eric Franco for a conversation about the power of the mystery shop and how it can be used as more than just a scorecard.

In “Eric Franco: Elevating the Mystery Shop,” Eric shares his perspective on turning mystery shop feedback into a meaningful coaching and development tool, helping onsite teams better understand the resident experience, strengthen their leasing approach, and identify opportunities for growth.

We discuss what makes a mystery shop truly valuable, how leaders can use feedback constructively, and why the goal should always be improvement — not simply checking a box.

It’s a conversation about accountability, development, customer experience, and raising the standard across multifamily operations.