064 - From Lobby Smells to Leasing Spells: A CX Deep Dive

What if your leasing process left a lasting emotional impression—not just a signed lease? In this insightful episode of Rooms with Ronald, host Ronald Harrington sits down with Gabrielle Gonzalez https://www.linkedin.com/in/gabrielle-gonzalez-96312315/, VP of Customer Experience and host of CX Unplugged, to explore how customer service in leasing can go from transactional to transformational.From the moment a prospect walks in, every interaction carries weight. Gabrielle shares her expert perspective on why first impressions matter, how to balance automation with authenticity, and what it really means to connect with people in a fast-paced, tech-driven multifamily world. Whether you're leading a leasing team or managing resident relationships, this conversation offers practical, heartfelt strategies to elevate your CX game.In This Episode:🔹 Why do emotional impressions outlast any leasing script or sales pitch?🔹 What role does automation play in creating a frictionless—but still human—leasing experience?🔹 The first interaction can make or break the entire resident journey.🔹 How leasing professionals can build trust and loyalty through simple, personal connection points.#CustomerExperience #Leasing #CXUnplugged #MultifamilyLeasing #ResidentExperience #EmotionalConnection #PropertyManagement #RoomsWithRonald🎧 Tune in now and discover how to turn every leasing moment into a memorable experience.💡 Ready to transform your customer experience? Don’t miss this masterclass in heart-led leasing!