068 - Press 1 for Leasing, Press 2 for Passion

In this episode of Rooms with Ronald, host Ronald Harrington speaks with Candice Manning, the Director of Workforce Development, Education and Digital Strategy at the Maryland Multi-Housing Association. They discuss the importance of comprehensive training in the leasing industry, the balance of sales and service, and the need for passion in leasing roles. Candice shares insights from her experience with the Leasing Academy, emphasizing the significance of understanding customer needs, active listening, and the disconnect between AI and human interaction in the leasing process. They also touch on the value of secret shopping and the importance of effective onboarding for new employees.00:00 Introduction to Leasing and Candice Manning01:59 The Leasing Training Academy: A New Approach09:21 Challenges in the Leasing Industry14:22 The Importance of Human Connection in Leasing19:53 Active Listening and Understanding Client Needs22:05 The Importance of Sales Skills in Property Management23:42 Adapting to Change: The Evolution of Leasing Programs27:41 Passion and Engagement in Leasing29:08 Hiring the Right People: Quality Over Quantity31:36 Onboarding: Setting Up for Success37:21 The Role of Secret Shopping in Leasing40:11 Identifying Your Leasing Superpower🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations! 📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement