What 64 Mystery Shops Revealed About Leasing Today

In this episode, Ronald Harrington shares exclusive insights from his 2025 shop data, revealing trends in property management and leasing practices. He discusses the methodology behind his property shopping, highlights key trends in appointment booking and customer connection, and emphasizes the importance of personal relationships in leasing. Harrington also addresses the need for better qualifying questions, the impact of showing fewer apartments, and the significance of visualization in selling lifestyles. He concludes with actionable recommendations for leasing professionals to enhance their approach in 2026.Chapters00:00 Introduction to 2025 Shop Data03:40 Methodology and Overview of Property Shopping06:49 Trends in Appointment Booking and Connection09:32 The Importance of Personal Connection in Leasing12:39 Qualifying Questions and Their Impact15:43 Trends in Apartment Showings and Intentionality18:41 Visualization and Selling the Lifestyle21:39 The Role of Follow-Up in Leasing24:38 Self-Guided Tours and Their Effectiveness27:37 Final Recommendations for 2026🔔 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