Rooms with Ronald

In this micro living episode of Rooms With Ronald, Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ emphasizes the importance of tone and delivery in leasing and customer interactions. He shares practical tips on how to improve communication by focusing on how you say things, not just what you say.In this episode:- The importance of tone and inflection in communication- How confidence and attitude influence customer perception- Practical exercises to improve tone and delivery- The impact of smiling and pacing in conversations- Matching energy without mirroring emotionsChapters00:30 The Importance of Tone in Communication06:48 Practical Tips for Effective Communication10:35 Creating Authentic Connections in Leasing🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

In part two of the leasing experience gone awry, Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ and Kara Rafferty https://www.linkedin.com/in/kararafferty/ highlight critical lessons property managers and leasing professionals must learn to elevate their service to an influencer level. Discover how communication breakdowns, trust issues, and misaligned expectations can impact tenant retention—and what you can do to turn these challenges into opportunities.Key Topics-The importance of consistent communication and setting clear expectations with prospects- How trust is broken through broken SOPs and neglecting the prospect's needs -The significance of walking a unit before a move-in and creating memorable first impressions- Why community engagement and understanding a prospect’s “why” can make or break a lease- The impact of industry patterns and KPIs that no longer serve modern renters- The role of honest, transparent messaging in fostering long-term resident relationships- How guest insights can elevate your teams’ engagement and operational strategiesChapters00:00 The Apartment Search: Part 1 Recap03:43 Navigating Communication Challenges06:38 Trust Issues in Leasing09:42 The Importance of First Impressions12:47 Community and Connection in Apartment Living15:45 Managing Expectations and Communication18:41 The Move-In Experience21:46 Lessons Learned and Future Improvements🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

Discover how genuine, relationship-focused communication can transform leasing experiences. In this conversation, host Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ discusses the importance of emotional intelligence in follow-up messaging within the multifamily industry. He highlights how cold, automated messages can harm relationships and offers practical tips to improve communication and build trust with prospects.Key Topics:-Why cold, automated follow-up messages damage relationships-The importance of emotional intelligence in leasing communication-Practical tips to craft warm, multi-channel follow-up strategies-The impact of messaging on prospects’ perception and response-How to leave the door open for future engagement-The role of empathy and personalization in today’s tech-driven industry-Auditing and improving your current messaging for authenticity-The future of leasing: integrating technology with emotional intelligenceChapters00:00 The Importance of Follow-Up Messaging03:48 Emotional Intelligence in Communication06:55 Practical Strategies for Effective Follow-Up🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

Are you in the apartment industry or a renter who wants to better understand the leasing process? This episode dives into real-life experiences and industry insights to uncover what truly matters in apartment hunting – from building customer trust to understanding product details.In this conversation, host Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ chats with industry titan Kara Rafferty https://www.linkedin.com/in/kararafferty/ about a family member's apartment search, highlighting common pitfalls, overlooked questions, and the importance of transparency and relationships.Main Topics:- The complexities of apartment shopping for family members- The importance of asking the right questions about amenities, services, and pricing- Lessons on resident experience and leasing paralysis- Industry challenges with property turnover and communication- How to improve apartment leasing from a customer-centric perspectiveChapters00:00 Introduction to Apartment Shopping Experience03:44 Navigating the Complexities of Apartment Leasing06:43 The Importance of Asking the Right Questions09:40 The Search Process: Choosing the Right Property12:31 Experiencing the Leasing Process15:49 Understanding Pricing and Value in Leasing18:49 Challenges Faced During the Application Process21:38 Final Walkthrough and Move-In Experience24:52 Gearing Up for Part 2🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

In this episode, Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ shares actionable tips to boost your on-camera presence, especially vital in today's virtual leasing landscape. Whether you're new to video or looking to refine your style, these insights will help you appear more confident, authentic, and engaging to prospects and decision-makers alike.Key Topics Covered:- The importance of presence over perfection in video communication- How to maintain strong eye contact by focusing on the lens, not yourself- The power of posture, smile, and natural pace to project confidence- Using a simple four-part structure for concise and effective videos- Increasing your energy and vocal variety for more engaging delivery- Practical exercises like warm-up clips to reduce nerves- Tips for reviewing and improving your video presentationsTimestamps:00:42 - Why confidence on camera is essential for leasing success01:09 - The rise of virtual tours and video follow-ups01:49 - How to build confidence with simple shifts02:18 - Shift 1: Presence over perfection — focusing on energy and authenticity02:47 - Looking at the lens, not yourself, to boost confidence03:15 - Standing versus sitting to appear more confident03:44 - Smiling intentionally to connect emotionally04:14 - Using posture, pace, and purpose to improve delivery05:00 - The four-part formula: Personal greeting, callback, lifestyle highlight, next steps06:02 - Keeping videos short and specific for higher engagement06:31 - Increasing energy and vocal variety to overcome camera drain07:30 - Avoiding common pitfalls like staring at yourself or reading scripts07:59 - The importance of keeping videos brief, personal, and confident08:28 - Challenge: Send a personalized video and review for warmth, clarity, confidence09:26 - Authenticity over perfection, showing up as your best self🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#RoomsWithRonald #Multifamily #MicroLearning #LeasingTips #LeasingTechniques #PropertyManagement #Roomies#MMN

Discover how industry leader Latrice Leake https://www.linkedin.com/in/latrice-leake-36443972/ approaches contemporary leasing strategies, leveraging AI, customer experience, and innovative training to elevate multifamily marketing. This Rooms With Ronald https://www.linkedin.com/in/ronaldharrington/ episode offers game-changing insights for property managers, leasing agents, and real estate professionals ready to transform their approach and connect deeper with prospects and residents.Key Topics:- The power of collaborative thought leadership through the Multifamily Brain Bounce- Key takeaways from national leasing and marketing leaders roundtable- Evolving sales training to prioritize relationship-building over traditional shop reports- How to use AI as a support tool, not a replacement, for human interaction- Innovative approaches to shops that reflect today’s digital-savvy prospects- The importance of storytelling in leasing, inspired by reality TV concepts- Connecting brand experience with real customer touchpoints- Practical steps to redefine follow-up and improve customer engagement- How to turn competitor shopping into a strategic advantage- The significance of making prospects feel seen — Latrice’s leasing superpowerTimestamps:00:00 - Welcome and introduction to Latrice Leake01:11 - Latrice shares her background in leasing and L&D leadership02:15 - The origin and goals of the Multifamily Brain Bounce initiative03:37 - Key insights from the leasing and marketing leader roundtable04:37 - Rethinking shop reports to focus on trust and human connection05:48 - The evolution of shop techniques to match today's digital landscape07:22 - Using AI to respond swiftly and maintain personalization in leasing08:48 - Embracing AI as an assistant, not a substitute, for human interaction10:07 - Practical ways to train teams on AI tools and maintaining personal touches11:39 - The role of creative, engaging follow-up inspired by Fashion Nova12:48 - Crafting leasing experiences that create memorable moments13:37 - How to update shop programs to reflect customer-centric values15:24 - The importance of competitor knowledge and industry benchmarking17:24 - Inspiration from sports teamwork and high-performance trust-building18:42 - Using reality TV frameworks to teach leasing as a courtship process20:13 - Techniques to foster feelings of value and understanding in prospects21:12 - The significance of memorable moments and storytelling in customer retention22:37 - Applying Disney’s experience strategies to multifamily leasing23:39 - Creating unique community touches to stay competitive in B-minus properties24:26 - The importance of delivering on promises to improve online reputations25:01 - How to align website impressions with frontline experiences26:20 - Shadowing and role-playing for natural, authentic customer conversations28:36 - Recognizing gaps in follow-up, communication, and confidence29:34 - Influencing leasing decisions through confidence and control of conversations30:58 - Elevating follow-ups with personalized, creative touches31:25 - Latrice’s leasing superpower: Making people feel seen and understood32:09 - How to connect with Latrice on LinkedIn for ongoing insights33:08 - Invitation to join Latrice and Ronald at Apartmentalize in June33:27 - Final words of encouragement and gratitude🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

In this episode, Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ explores the pressing issue of tech fatigue in multifamily, inspired by a recent commercial from Chase Bank. Discover how emotional intelligence and genuine human connection are becoming crucial in a world dominated by automation. This quick-hit episode offers actionable insights to ensure your leasing experience remains human-centric and future-proof.Key topics:The disconnect between consumer expectations and current leasing automationHow a commercial from Chase illuminates the importance of human interactionThe shift from convenience to connection in leasing experiencesWhy automation alone won't win in multifamily — emotional intelligence is keyThree crucial moments where leasing must feel human: inquiries, objections, and closingThe importance of training teams to read emotional cues and ask better questionsWhy prospects want to be seen, not just processedThe future of leasing: building physical spaces for human interactionTimestamps:00:42 - Introduction to the topic: tech fatigue and its relevance in leasing1:13 - The commercial that highlights disconnects in modern systems1:39 - How machines talk but no one listens in current experiences2:08 - Identifying the consumer behavior shift driven by big brands like Chase2:37 - The importance of acting on tech fatigue now, not later3:09 - Moving beyond automation: balancing efficiency with human connection3:37 - Why instant systems often lack meaningful human touch4:27 - The difference between convenience and emotional connection in leasing4:56 - The three human moments in leasing: inquiries, objections, and closing5:27 - The significance of emotional intelligence over automation speed5:56 - How to ensure prospects feel seen versus just processed6:23 - Building spaces and experiences for real human conversations6:43 - Final thoughts: the future of leasing relies on human connection over machine talk7:07 - The lesson from Chase: creating spaces for people to talk to people7:14 - Closing remarks and hot takes on future-proofing leasing🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

In this milestone episode, Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ reflects on a century of rich conversations about the evolution of the multifamily industry since his first episode to his most recent. Joined by Jennifer Carter https://www.linkedin.com/in/jennifer-carter-mba-25261b8/ , they explore key trends, industry innovations, and strategies to make leasing memorable in a competitive landscape. If you're serious about elevating your leasing game, this episode offers both inspiration and practical insights.Key Notes:- The evolution of leasing experiences over 100 episodes and how AI has transformed property tours.- The importance of creating unforgettable resident experiences, moving beyond digital and tech-first to human-centric interactions.- Practical ways to cultivate emotional connections during property tours, with tips on making prospects feel at home.- The significance of leadership visibility—getting hands-on in daily operations to better understand team challenges.- The power of authenticity, humor, and curiosity in closing lease deals and building trust.- How to leverage outside experiences, like retail or healthcare, to enhance leasing strategies.- The future of multifamily touring: offering flexible, humanized, and accessible options that meet residents where they are.Chapters00:00 Celebrating 100 Episodes02:36 The Evolution of the Leasing Experience05:45 Creating a Welcoming Environment08:47 Collecting Customer Information10:39 Memorable Tours: The Good and the Bad15:54 Making Experiences Unforgettable18:40 Emotional Intelligence in Leasing20:47 Curiosity in Leasing: Building Human Connections26:08 Leadership Disconnect: Bridging the Gap30:54 Embracing AI: Enhancing Human Interaction35:07 Looking Ahead: The Future of Leasing Experiences🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!RoomsWithRonald #Roomies #Multifamily #MultifamilyLeasing #ResidentExperience #humanconnection

In this micro episode of "Rooms with Ronald," host Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ discusses the importance of fair housing compliance, especially during April, which is Fair Housing Month.He digs into common pitfalls, including: emotional support animals (ESA), photocopying IDs, the tour route, treating all prospects equally, and following company policies with care to avoid legal issues. Ronald shares insights from his experiences and concludes with a reminder to double-check company policies to ensure compliance.Timestamps0:46 - Introduction to Fair Housing Month and the episode's focus.1:15 - Discussion on fair housing compliance and service animals.2:14 - Handling conversations about emotional support animals.2:39 - Importance of reviewing practices to avoid lawsuits.3:05 - Experiences with inappropriate questions about demographics.3:59 - Instances of perceived discrimination during property tours.4:56 - Advice on ensuring equal treatment for all prospects.6:03 - Importance of following company policies and documenting interactions.9:00 - Conclusion and reminder to verify compliance with company policies.🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#RoomsWithRonald #Multifamily #MicroLearning #LeasingTips #LeasingTechniques #PropertyManagement #fairhousing #Roomies#MMN

Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ shares insights on preparing for the busy leasing season, emphasizing the importance of humanizing automation, differentiating your property, and leveraging local intelligence to stand out in a noisy, competitive market.Chapters00:00 Introduction and Overview of Busy Leasing Season03:05 The Importance of Preparation and Company Culture06:00 Navigating the Noise: Marketing in a Saturated Market08:52 The Role of AI in Leasing: Opportunities and Pitfalls11:56 Humanizing the Leasing Experience14:52 Standing Out in a Competitive Market17:54 Adapting to Market Changes and Technology Rollouts20:48 Final Thoughts: Personalization and Authenticity in Leasing🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#RoomsWithRonald #Multifamily #SalesStrategy #LeasingTips #LeadConversion #LeasingTechniques #PropertyManagement #SalesTechnique #Roomies #MMN

Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ explores the fine line between confidence and arrogance in leasing, emphasizing how confidence builds trust and closes deals, while arrogance pushes prospects away. Tune in to hear Ronald explain the differences and share practical tips to avoid arrogance and enhance your leasing approach to create a more calm, inviting experience for prospects.Chapters00:00 Introduction to Confidence vs. Arrogance03:46 Understanding Confidence in Leasing06:45 The Dangers of Arrogance in Leasing09:36 Creating Comfort vs. Creating Pressure🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#RoomsWithRonald #Multifamily #SalesStrategy #LeasingTips #LeadConversion #LeasingTechniques #PropertyManagement

Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ shares insights from a cruise experience to revolutionize multifamily leasing and community building. Discover how creating memorable moments and personalized interactions can enhance resident engagement and retention.Chapters00:00 Cruise Insights: A New Perspective on Multifamily Leasing10:56 Creating Memorable Experiences for Residents20:44 Building Community: Lessons from the Cruise30:53 Transforming Multifamily Management: A Call to Action🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#RoomsWithRonald #Multifamily #SalesStrategy #LeasingTips #LeadConversion #LeasingTechniques #PropertyManagement

Ronald Harrington explores the critical role of curiosity in leasing, emphasizing how genuine curiosity can transform property tours into meaningful connections that lead to leases. He discusses the pitfalls of scripted leasing and offers practical tips to ask better questions and build trust with prospects.Chapters00:00 Introduction to Fair Housing and Leasing Season03:26 The Importance of Curiosity in Leasing06:54 Building Trust Through Genuine Curiosity09:54 Transforming Tours into Connections🔔 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 https://www.multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!

Ronald Harrington https://www.linkedin.com/in/ronaldharrington/ breaks down the concept of urgency in sales, emphasizing that it's about service, clarity, and timing rather than pressure. Learn how to create genuine urgency that benefits both the prospect and the leasing agent in under 10 minutes.Chapters00:00 Understanding The Real Meaning of Urgency03:39 Creating Authentic Urgency Without Pressure06:31 Building Momentum and Clarity🔔 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 https://multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#RoomsWithRonald #Multifamily #MicroLearning#SalesStrategy #LeasingTips #LeadConversion #LeasingTechniques#PropertyManagement #SalesTechnique #Roomies #MMN

In this episode of Rooms with Ronald, hosthttps://www.linkedin.com/in/ronaldharrington/ discusses the critical role of phone communication in the leasing process. He emphasizes the importance of building connections with prospects over the phone, rather than treating calls as mere transactions. Ronald outlines common mistakes made during phone conversations and provides practical techniques for improving phone engagement to enhance tour conversion rates. He shares key data, including that leasing agents who have he highest phone to tour conversion rates spend an average of 7 minutes and 35 seconds on the phone with their prospects. They make a connection, get to know them like friends, and the prospect feels more obligated to show up. Ronald concludes the episode with actionable takeaways for improving phone communication skills.Chapters00:00 The Power of the Phone in Sales09:09 Common Mistakes in Phone Conversations18:31 Techniques for Effective Phone Engagement27:30 The Path to Improvement🔔 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 https://multifamilymedianetwork.com/ to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#SalesStrategy #LeasingTips #LeadConversion #LeasingTechniques#PropertyManagement #Multifamily #RoomsWithRonald #Roomies

In this episode of Rooms with Ronald, host Ronald Harrington discusses the critical importance of effective follow-up strategies in the leasing industry. He shares insights from his recent experience of digitally shopping for properties, highlighting the lack of personalization and human touch in follow-up communications. Ronald emphasizes the need for a more engaging and varied approach to follow-ups, urging industry professionals to prioritize building connections with potential clients rather than simply pushing for appointments.Chapters00:00 Introduction to Follow-Up Strategies03:31 The Importance of Personalization in Follow-Ups06:42 Enhancing Follow-Up Techniques for Better Engagement🔔 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 https://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

In this episode of Rooms with Ronald, host Ronald Harrington speaks with Shelly Steitz https://www.linkedin.com/in/shellysteitz/ , a senior consultant at Cadence Marketing Solutions, about the importance of marketing audits and the challenges of tech to human handoffs in the leasing process. They discuss how to optimize the leasing experience by personalizing interactions, building trust with prospects, and ensuring effective communication between teams. The conversation highlights actionable strategies to reduce no-show rates and improve overall customer experience in the multifamily housing industry.Chapters00:00 Introduction to the Conversation01:49 The Importance of Marketing Audits03:30 Challenges in Tech to Human Handoffs05:56 Creating a Personalized Experience09:07 The Role of Humans in the Leasing Process12:32 Memorable Interactions and Building Trust16:26 The Importance of Follow-Up After Tours19:51 Identifying Tech to Human Handoff Issues24:35 Communication Breakdown and Solutions29:16 Strategies to Reduce No-Shows31:48 Actionable Items for Leasing Teams🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the significance of gathering reviews in the microliving sector. He emphasizes the importance of asking for reviews at the right moments, such as after providing exceptional service, and how these reviews can enhance online visibility and reputation. Ronald shares personal anecdotes and practical tips on how to effectively request and showcase reviews to build social proof and attract more residents to apartment communities.Chapters00:00 Introduction to Microliving and Reviews03:35 The Importance of Asking for Reviews06:28 Showcasing Reviews for Social Proof🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington engages in a deep conversation with Kason Moody, https://www.linkedin.com/in/kasonmoody/ the Director of Learning and Development at Pegasus Residential. They explore the nuances of sales excellence in the leasing industry, emphasizing the importance of customer service, effective communication, and the impact of technology on the leasing process. Kason shares insights on creating a positive onsite experience, the significance of greeting prospective residents, and the art of asking the right qualifying questions. The discussion also covers the follow-up process and building rapport with potential tenants, highlighting practical tips for improving sales excellence in property management.Chapters00:00 Introduction to Kacen Moody02:52 Defining Onsite Sales Excellence06:51 The Role of Technology in Leasing11:12 First Impressions Matter20:57 Understanding Customer Needs21:26 Customizing the Tour Experience23:13 Engaging Clients with Active Listening25:28 The Importance of Follow-Up Strategies27:52 Asking for Applications: A Lost Art?33:20 Practical Tips for Sales Excellence🔔 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 https://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

In this episode of "Rooms with Ronald," host Ronald Harrington delves into the importance of creating memorable experiences in the leasing process. He reflects on his struggles with writing a recent white paper and how a line from a song inspired him to think about the nature of experiences in leasing. Ronald emphasizes that many tours are forgettable, leading prospects to overlook properties. He argues that to stand out, leasing professionals must move away from scripted interactions and instead foster genuine connections with potential renters. By understanding the emotional needs of prospects and engaging them in meaningful conversations, leasing agents can create unforgettable experiences that resonate long after the tour ends.Ronald shares insights on how to make tours more engaging by focusing on the unique aspects of each property and the individual needs of prospects. He encourages listeners to remember that people are complex and that the best experiences come from authentic interactions. By challenging the status quo of generic follow-ups and scripted tours, Ronald aims to inspire leasing professionals to elevate their approach and leave a lasting impression on their clients. The episode concludes with a call to action for listeners to reflect on their own experiences and find ways to enhance their leasing tours.Chapters00:00 Introduction to Memorable Leasing Experiences03:34 The Problem with Forgettable Tours06:29 Creating Emotional Connections08:45 The Challenge to Elevate Your Tours🔔 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

🔔 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

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

In this episode of Rooms with Ronald, host Ronald Harrington emphasizes the importance of investing in oneself for career growth, particularly for leasing professionals. He shares personal experiences and practical advice on how to enhance skills and knowledge through various means, including credentialing, utilizing AI, and engaging with local associations. The conversation highlights the significance of continuous learning and building confidence as essential components of professional development.Chapters00:00 Investing in Yourself: The Key to Career Growth03:38 Practical Steps for Self-Investment06:53 Building Confidence Through Continuous Learning🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington reviews his experiences shopping five different apartment communities in December. He discusses the strengths and weaknesses of each property, focusing on the leasing agents' performance, the effectiveness of the tours, and the overall customer experience. Key themes include the importance of effective communication, the need for personalized service, and the significance of follow-up in the leasing process. Ronald emphasizes the need for improvement in the industry to enhance the prospect's experience and ultimately drive better leasing outcomes.00:00 Introduction to December's Apartment Shopping Recap03:37 Insights from Property One: The Importance of Connection06:34 Property Two: The Double Tour Experience09:46 Property Three: Efficiency vs. Engagement12:47 Property Four: The Calm and Confident Approach15:40 Property Five: Uneven Flow and Missed Opportunities18:52 Overarching Themes and Key Takeaways🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington shares insights from five property tours that highlight the emotional spectrum of leasing experiences. Each property visit reveals key lessons in customer service, engagement, and the importance of personal connection in the leasing process. From high-rise luxury to garden-style chaos, Ronald emphasizes the need for effective communication, discovery questions, and the significance of follow-up in securing leases. The episode concludes with actionable takeaways for leasing professionals to enhance their approach and improve tenant experiences.00:00 Introduction to Property Tours02:10 High Rise Hospitality Experience11:44 Museum-Like Tour Experience17:26 Garden Style with Warmth21:26 Garden Style Chaos and Confusion28:10 Friendly Faces but Rushed Experiences31:45 Key Takeaways and Conclusion🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the significance of follow-ups in the leasing process, emphasizing the need for personalization and the role of AI. He shares insights from his experiences shopping properties and highlights the importance of human connection in follow-ups. Ronald argues that while AI can assist in nurturing leads, the human touch is essential for building trust and maintaining relationships with prospects.🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington and guest Eden Chai discuss the evolving landscape of digital shopping in real estate. They explore key findings from a secret shopping study, emphasizing the importance of effective follow-up strategies, the role of AI in customer interactions, and the impact of market conditions on AI effectiveness. The conversation highlights the need for a balance between technology and human touch in property management, as well as the significance of speed to answer prospects' questions. The episode concludes with insights on the future of property management and the integration of AI.00:00 Introduction to Digital Shopping in Real Estate02:46 Key Findings from the Secret Shopping Study07:19 The Role of AI in Customer Interactions12:02 Market Conditions and AI Effectiveness17:07 Communication Channels: Email vs. Text vs. Phone22:12 Speed to Answer vs. Speed to Lead27:34 Integrating Technology and Human Touch32:26 The Importance of Secret Shopping35:29 The Changing Landscape of Property Tours🔔 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

In this special Thanksgiving episode of Rooms with Ronald, host Ronald Harrington expresses gratitude to his listeners and reflects on the impact leasing professionals have on people's lives. He shares personal anecdotes from his speaking engagements and emphasizes the importance of recognizing the difference one can make in the multifamily industry, even when it may not be immediately visible.🔔 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

In this episode, Ronald Harrington shares insights from his recent mystery shopping experiences across five different properties. He emphasizes the importance of the leasing experience, highlighting the balance between technology and human connection. Through detailed accounts of each property tour, he discusses the significance of empathy, energy, and the role of automation in creating a memorable leasing experience. The episode concludes with key takeaways for leasing agents to enhance their approach and connect better with prospects.01:40 Introduction to Mystery Shopping04:27 Exploring the Modern Leasing Experience07:38 Technology vs. Human Connection in Leasing10:30 The Importance of Empathy in Leasing13:22 Automation and Its Impact on Customer Experience16:20 The Role of Energy in Leasing Tours10:09 Key Takeaways from the Property Tours22:07 Thoughts on the Leasing Experience🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the concept of FOMO (Fear of Missing Out) and its implications in property leasing. He shares personal anecdotes about his experiences with FOMO, particularly in relation to technology and community living. The conversation emphasizes the importance of creating unique experiences and social proof to foster a sense of community and urgency among potential renters. Ronald provides practical strategies for property managers to enhance their leasing processes and create a compelling atmosphere that attracts residents.FOMO is a powerful tool in property leasing, driving engagement through unique experiences and social proof. Personalized interactions and special promotions create urgency, while understanding resident values helps tailor appealing amenities and events. This fosters community and encourages word-of-mouth referrals.00:00 Understanding FOMO in Micro Living03:30 Creating FOMO in Property Leasing🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington speaks with Michelle Tate, https://www.linkedin.com/in/michele-mcwilliams-tate-b7b8047/ Chief Strategy Officer for Strategic Multifamily Consulting. They discuss the evolving role of leasing professionals, the importance of understanding the customer journey, and how to build a high-performing leasing culture. Michelle shares insights on leveraging technology, the significance of maintenance teams, and effective hiring practices. The conversation also touches on the need for flexibility in leasing hours and the art of closing deals with confidence.00:00 Introduction to Strategic Multifamily Consulting01:29 The Role of a Chief Strategy Officer03:37 Understanding the Customer Journey06:46 Building a High-Performing Leasing Culture09:39 The Importance of Maintenance in Leasing12:31 Evaluating Property Success Factors14:26 Hiring for Leasing Success17:21 Flexibility in Leasing Hours20:16 The Power of Personalized Communication22:09 Building Connections Before the Tour26:07 The Modern Leasing Playbook31:39 Overcoming the Fear of Closing36:00 Empowering Leasing Leaders🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the importance of objections in the leasing process. He emphasizes that objections are not a negative sign but rather an indication of interest from potential renters. Ronald categorizes objections into three types: needing more information, setting conditions, and making excuses. He also shares effective strategies for overcoming objections, including the 'feel, felt, found' method and the importance of feedback. The episode aims to equip leasing agents with the tools to turn objections into opportunities for closing deals.00:00 Understanding Objections in Leasing04:33 Types of Objections and Their Importance07:53 Strategies for Overcoming Objections🔔 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

In this episode, Ronald Harrington recaps his experiences touring five unique properties, highlighting the importance of connection, attention to detail, and the overall leasing experience. He shares insights on what worked and what didn't during his visits, emphasizing the need for better communication and discovery in the leasing process. The conversation culminates in key takeaways for leasing professionals to enhance their customer interactions and improve the leasing journey.The importance of making a personal connection with prospects.Attention to detail can significantly impact the leasing experience.Confidence and clarity are crucial in the leasing process.Many leasing agents failed to ask for the close or application.Free coffee can enhance the customer experience, but presentation matters.Consistency in communication is key from online to in-person interactions.Understanding the unique story behind a property can enhance its appeal.Building relationships with prospects can lead to better leasing outcomes.Discovery is essential; agents should ask more about prospects' needs.Leasing is about creating experiences, not just showing apartments.00:00 Introduction to September Property Tours05:52 First Property Experience: Missed Connections10:37 Second Property: The Importance of Details15:24 Third Property: Confusion and Lack of Discovery20:24 Fourth Property: Building Relationships25:16 Fifth Property: Communication Breakdown27:10 Key Takeaways and Q3 Summary🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the importance of reflection and strategy adjustment for leasing professionals after the busy leasing season. He emphasizes the need to analyze past performance, explore new communication methods, and engage with residents to build a sense of community. The conversation encourages leasing agents to use data to improve their tactics and foster relationships with both current and prospective residents.- The busy leasing season is a time for reflection and reset.- Analyze successes and failures to improve future performance.- Experiment with new tactics during the slower season.- Utilize AI tools for follow-ups and communication.- Review guest cards to understand past interactions.- Engage with residents to build community and gather feedback.- Plan resident events based on feedback and interests.- Use data to inform follow-up strategies and communication methods.- Ask for feedback on your performance as a leasing agent.- Continuously try new approaches to leasing and communication.00:00 Reflecting on the Leasing Season04:08 Analyzing Performance and Communication Strategies06:58 Building Community and Resident Engagement🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington and guest Justin Jones https://www.linkedin.com/in/officialjustinjones/ discuss the transformative role of AI in the multifamily leasing industry. They explore how AI can enhance job security rather than replace jobs, practical applications for on-site teams, the importance of data privacy, and innovative uses of AI in leasing. The conversation emphasizes the need for training and understanding of AI tools, as well as the potential for AI to identify opportunities and improve processes in property management.00:00 The Future of AI in Leasing Teams06:45 AI as an Enhancement, Not a Replacement11:33 Practical AI Applications for On-Site Teams16:11 Understanding AI and Data Privacy22:13 Identifying Opportunities with AI25:36 The Role of AI in Data Management29:39 Jaw-Dropping AI Innovations in Multifamily32:57 AI as the Enablement Champion🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the critical role of tone in communication, particularly in the leasing industry. He emphasizes that while words are important, they only account for 7% of the message, with tone and body language making up the majority of communication. Through personal anecdotes, he illustrates how misinterpretations can occur when relying solely on text-based communication. Ronald advocates for more personal forms of communication, such as phone calls and video messages, to enhance engagement and improve conversion rates.- Tone can turn a maybe into a hard no.- Only 7% of communication is words; 93% is tone and body language.- Emails and texts can come off as cold and direct.- Telephone calls allow for inflection and excitement.- Video messages convey tone and energy effectively.- Communication style impacts leasing conversions.- Voice memos can be quicker and convey tone better.- Understanding the receiver's perception is crucial.- Personal interaction can resolve communication issues.- Adjusting tone can improve customer engagement.00:00 - The Importance of Communication in Leasing04:16 - Understanding Tone and Its Impact07:05 - Enhancing Communication Through Technology08:07 - End🔔 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

In this episode, Ronald Harrington reviews his leasing experiences from August, highlighting the importance of connection and personalization in property tours. He shares insights from five different property management companies, analyzing the strengths and weaknesses of each tour. The conversation emphasizes the need for leasing agents to engage with potential renters, build rapport, and effectively close the sale. Ronald concludes with reflections on the overall leasing experience and encourages listeners to improve their own practices.00:00 - August Leasing Recap03:28 - Tour Experiences: Property One13:16 - Tour Experiences: Property Two19:40 - Tour Experiences: Property Three25:00 - Tour Experiences: Property Four32:29 - Tour Experiences: Property Five37:21 - Key Takeaways and Reflections41:22 - End🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington draws parallels between job hunting and apartment leasing, emphasizing the importance of authenticity and compelling storytelling in marketing. He critiques the use of generic buzzwords in job descriptions and apartment listings, advocating for a more personal and engaging approach that resonates with potential candidates and residents alike. The conversation highlights the significance of follow-ups and the need for transparency in both job applications and leasing processes.00:00 The Importance of Effective Leasing Marketing04:26 Crafting Compelling Descriptions07:22 The Role of Follow-Ups and Personal Connection🔔 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

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

In this episode of Rooms with Ronald, host Ronald Harrington discusses the critical importance of recognizing and responding to buying signals from prospects in the leasing process. He emphasizes that these signals, which can manifest through body language, questions about the application process, and even objections, are often overlooked by leasing professionals who are too focused on moving quickly through tours. By taking the time to engage with prospects and address their signals, leasing professionals can significantly improve their chances of closing leases.Chapters 00:00 Understanding Buying Signals 06:13 The Importance of Addressing Buying Signals 08:23 RwR Outro.mp4- Buying signals can be subtle but are crucial for engagement.- Leasing professionals often overlook buying signals due to time constraints.- Body language is a key indicator of a prospect's interest.- Asking about the application process is a strong buying signal.- Treating every prospect the same can lead to missed opportunities.- Engaging with prospects about their needs is essential.- Objections should be viewed as buying signals, not rejections.- Understanding a prospect's needs can help close more leases.- Leasing professionals should be proactive in addressing buying signals.- Recognizing and responding to buying signals can enhance the leasing experience.🔔 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

In this episode of Rooms with Ronald, host Ronald Harrington shares his experiences from six apartment tours, highlighting the significant gaps in customer service and engagement from leasing agents. He discusses the importance of personal connection, preparation, and the overall leasing experience, emphasizing that leasing is not just about the property but about how prospects feel during their interactions. Through detailed accounts of each tour, Ronald provides insights into what went wrong and what can be improved in the leasing process.Leasing experiences often lack personal connection.First impressions are crucial in leasing.AI cannot replace human interaction in leasing.Prospects should feel valued during tours.Preparation is key for leasing agents.Understanding client needs is essential.Follow-up is critical in the leasing process.Leasing is about the experience, not just the property.Customer service in leasing needs improvement.Engagement and personality can make a difference.Chapters00:00 Introduction to Leasing Experiences10:42 First Leasing Experience: Missed Opportunities19:39 Second Leasing Experience: AI and Human Interaction29:12 Third Leasing Experience: Lack of Personalization37:06 Fourth Leasing Experience: Respecting Time41:27 Fifth Leasing Experience: The Importance of Preparation42:03 RwR Outro.mp4🔔 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

In the world of apartment leasing, some marketing ideas sound creative in theory—but flop in reality. Enter the “wild fridge.” Stocked with random snacks and drinks, these fridges are meant to impress prospects during tours. But according to Ronald Harrington, they often do the exact opposite—causing confusion, wasting money, and missing opportunities to truly connect.In this episode, Ronald unpacks why wild fridges rarely deliver the wow factor leasing teams hope for. More importantly, he offers alternative strategies that actually create meaningful connections with prospects and residents. From personalized welcome touches to the genius idea of a “swag closet,” this conversation is all about making your property memorable for the right reasons. If you’re ready to swap gimmicks for genuine engagement, this one’s for you.What’s covered in this episode:Why wild fridges often fail to create the intended leasing impact.What simple, personalized gestures can do to elevate the leasing experience.The money spent on wild fridges could be invested in more effective resident engagement tools.How to create a “swag closet” that leaves a lasting impression on prospects and tenants.Stop wasting time on gimmicks that don’t work. Tune in now to discover smarter, more impactful ways to connect with prospects and residents—and start leasing with purpose.🔔 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!#LeasingTips #ApartmentMarketing #Microliving #ResidentEngagement #PropertyManagement #RoomsWithRonald #LeasingTraining #TenantExperience #ApartmentTours

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!

When it comes to leasing apartments, it's not just about square footage, amenities, or location—it’s about how a place makes people feel. In this thought-provoking episode, Ronald Harrington explores the power of emotional selling in the leasing world. This isn’t your typical sales training. It’s a journey into understanding what truly drives people to sign that lease: the desire for comfort, identity, and connection.Ronald breaks down how leasing professionals can move from a transactional mindset to one that’s transformational. By tapping into emotional drivers like safety, belonging, and aspiration, and using tools like storytelling and sensory detail, agents can help potential renters feel “at home” even before they move in. If you’ve ever wondered how to truly connect with your clients and elevate your leasing game—this episode is your blueprint.What’s covered in this episode:-Why do emotions play a bigger role than logic in leasing decisions?-What storytelling and sensory techniques make a property irresistible?-The majority of buying decisions—95%—are based on emotion, not logic.-How to turn apartment features into emotional benefits that connect with lifestyle desires.Ready to stop selling square footage and start selling feelings? Tune in now to discover the emotional edge that can revolutionize your leasing approach. Don’t just lease—connect.🔔 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders.#EmotionalSelling #LifestyleMarketing #ApartmentLeasing #CustomerConnection #StorytellingInSales #LeasingTips #RoomsWithRonald #RealEstateMarketing #CXStrategy

What if your next lease didn’t come from a brand-new lead—but from someone you already met? In this eye-opening episode of Rooms with Ronald, host Ronald Harrington dives deep into one of the most overlooked drivers of leasing success: follow-up. Inspired by a surprise follow-up call from FedEx about a transaction from over a year ago, Ronald unpacks how the right touchpoint at the right time can reignite interest and drive conversions.Too often, leasing teams chase new leads while letting warm ones grow cold. Ronald challenges that mindset, offering a powerful perspective shift: follow-up isn’t pushy—it’s professional. With practical tips on using your CRM, timing your messages, and making emotional connections stick, this episode will make you rethink your entire follow-up strategy.In This Episode:🔹 Why is follow-up often the missing link between a great tour and a signed lease?🔹 What leasing teams should prioritize when reconnecting with prospects through CRM reminders.🔹 The emotional connection built during a tour fades fast without timely follow-up.🔹 How to reframe follow-up as a value-driven, professional tool that nurtures trust and closes leases.🎧 Tune in now and learn how to turn your CRM into your most powerful leasing tool.👉 Need help building a follow-up system that works? Connect with Ronald for expert leasing consulting and training.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#RoomsWithRonald #FollowUpMatters #MultifamilyLeasing #LeasingSuccess #CRMStrategy #CustomerConnection #WarmLeads #LeasingFollowUp #MultifamilyPros #CloseTheLease

What if your next lease didn’t come from a brand-new lead—but from someone you already met? In this eye-opening episode of Rooms with Ronald, host Ronald Harrington dives deep into one of the most overlooked drivers of leasing success: follow-up. Inspired by a surprise follow-up call from FedEx about a transaction from over a year ago, Ronald unpacks how the right touchpoint at the right time can reignite interest and drive conversions.Too often, leasing teams chase new leads while letting warm ones grow cold. Ronald challenges that mindset, offering a powerful perspective shift: follow-up isn’t pushy—it’s professional. With practical tips on using your CRM, timing your messages, and making emotional connections stick, this episode will make you rethink your entire follow-up strategy.In This Episode:🔹 Why is follow-up often the missing link between a great tour and a signed lease?🔹 What leasing teams should prioritize when reconnecting with prospects through CRM reminders.🔹 The emotional connection built during a tour fades fast without timely follow-up.🔹 How to reframe follow-up as a value-driven, professional tool that nurtures trust and closes leases.🎧 Tune in now and learn how to turn your CRM into your most powerful leasing tool.👉 Need help building a follow-up system that works? Connect with Ronald for expert leasing consulting and training.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#RoomsWithRonald #FollowUpMatters #MultifamilyLeasing #LeasingSuccess #CRMStrategy #CustomerConnection #WarmLeads #LeasingFollowUp #MultifamilyPros #CloseTheLease

What really happens when a prospect walks through your leasing office doors? In this eye-opening and entertaining episode of Rooms with Ronald, host Ronald Harrington takes you behind the scenes of mystery shopping five different apartment communities. From standout service to shocking slip-ups (yes, one agent was literally eating breakfast during the tour), Ronald breaks down what leasing agents are getting right—and where they’re completely missing the mark.With a sharp eye for detail and a passion for tenant experience, Ronald reflects on how active listening, personalization, and consistency in messaging can make or break a prospect’s impression. Whether you’re a seasoned property manager or new to leasing, this episode is packed with insights that will make you rethink how your team shows up.In This Episode:🔹 Why does personalization matter more than polish when touring prospective renters?🔹 What leasing agents often overlook during in-person apartment tours.🔹 The best leasing experiences feel like a performance—memorable, engaging, and intentional.🔹 How to align your digital messaging with your in-person leasing process for a seamless experience.🎧 Hit play and hear the wild, real-life lessons from five leasing shops—and how to ensure your property always brings its A-game.👉 Want to mystery shop your own team or sharpen your leasing strategy? Connect with Ronald for consulting and training today!🔔 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders.#RoomsWithRonald #MysteryShopping #LeasingExperience #MultifamilyLeasing #PropertyManagement #CustomerExperience #LeasingAgents #ApartmentTours #RealEstate #TenantExperience

What separates average leasing agents from exceptional ones? In this powerful episode of Rooms with Ronald, host Ronald Harrington shares how one unexpected question led to a deeper reflection on what truly drives success in leasing. Spoiler alert: it’s not just about closing—it’s about connecting.Ronald unpacks his “Big 3” principles: confidence without cockiness, consistency with charisma, and the mindset that connection is the true currency of leasing. Whether you’re new to the industry or leading a seasoned team, this episode is filled with practical takeaways on energy, intentionality, and self-auditing for constant improvement.In This Episode:🔹 Why is connection more valuable than charisma when closing a lease?🔹 What mindset leasing pros need to stay energized and self-motivated every day.🔹 The most successful agents audit their performance and ask better questions.🔹 How to build confidence without arrogance and use intention to increase your leasing conversions.🎧 Listen now to unlock the “Big 3” habits that will transform the way you lease.👉 Want to level up your leasing performance? Reach out to Ronald for personalized coaching and consulting!Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#RoomsWithRonald #LeasingSuccess #MultifamilyLeasing #ConfidenceWithCharisma #CustomerConnection #IntentionalLeasing #ApartmentTours #CloseWithConnection #LeasingMindset #LeasingLife

What if the future of leasing was already playing on your TV? In this special live episode of Rooms with Ronald, host Ronald Harrington sits down with Kristi Fickert https://www.linkedin.com/in/kristifickert/, SVP of Growth and Marketing for Kurie, to explore the game-changing role of video marketing in the multifamily world. From the rise of streaming TV to the power of sequential messaging, they break down why video is no longer a luxury—it’s a necessity for modern property marketers.Kristi shares bold insights into building brand awareness before a prospect even starts searching, plus practical steps for crafting an authentic, engaging, and long-term video strategy. Whether you're a property manager, marketer, or leasing professional, this episode will spark new ideas and challenge you to rethink your marketing game.In This Episode:🔹 Why should multifamily marketers stop ignoring the untapped potential of streaming video ads?🔹 What is sequential messaging and how it keeps renters engaged over time.🔹 The most effective video content is authentic—not overly polished.🔹 How to build a 12-month video strategy that avoids ad fatigue and drives brand awareness.🎧 Press play to learn how video can drive more leases and better engagement in the multifamily space.👉 Want to elevate your property’s marketing strategy? Reach out to Ronald and discover how to put video to work for you.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#RoomsWithRonald #Apartmentalize2025 #VideoMarketing #MultifamilyMarketing #StreamingTV #DigitalMarketing #PropertyLeasing #BrandAwareness #CurieMarketing #SequentialMessaging #MarketingStrategy

First impressions aren’t just important in life—they’re everything in leasing. In this episode of Rooms with Ronald, host Ronald Harrington takes you along on his national tour of apartment communities, sharing the real-world highs and lows of the leasing journey. From disengaged agents to unforgettable service, Ronald gives a transparent look at what separates the properties that close deals from those that lose prospects.Whether you’re managing a property, leading a leasing team, or simply want to improve your customer experience game, this episode offers practical insights into the moments that matter most. Discover what today’s renters are really looking for—and what leasing professionals need to do to meet those expectations head-on.In This Episode:🔹 Why is the leasing agent’s engagement level the single most powerful factor during a property tour?🔹 What communication practices leasing teams must prioritize to keep prospects engaged after the tour.🔹 The lack of follow-up and unclear branding often leads to missed leasing opportunities.🔹 How asking for the application confidently can boost close rates and improve customer satisfaction.🎧 Hit play to uncover what makes a tour memorable—and how to turn it into a signed lease.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!👉 Want personalized strategies to elevate your leasing game? Connect with Ronald for consulting support today!#RoomsWithRonald #LeasingTips #ApartmentTours #FirstImpressionsMatter #PropertyManagement #CustomerExperience #VirtualTours #MultifamilyLeasing #LeasingAgents #FollowUpMatters