Customer Support
Leasing
Originally published August 28, 2024 Quick answer: To overcome objections in apartment leasing, listen first, ask questions until you find the real concern, repeat it back, offer a specific solution, and confirm the prospect agrees. Most objections about price, space, timing, or competition are a request for more information, not a no. Every leasing agent… Read More »
Originally published October 15, 2025 Quick answer: The most important leasing agent skills are communication, active listening, tech fluency, problem-solving, empathy, diplomacy, organization, and persuasion. Top agents pair strong people skills with fast, tech-enabled follow-up to turn more prospects into residents. Leasing agents are the heartbeat of every multifamily community. They welcome prospects, support residents,… Read More »
National Apartment Leasing Professional (NALP) certification can help you learn more about leasing, enhance your selling skills, and advance your career.
How Grace Hill transformed everything broken with mystery shopping.
Property leaders and marketers are constantly looking for fresh ways to energize leasing teams and generate authentic content. And one of the simplest and most impactful strategies for doing this is by running multifamily marketing contests. Contests aren’t just a way to make work-life fun. In reality, they are powerful tools for improving engagement, generating… Read More »
When I first started working in multifamily, I quickly learned that driving top of multifamily marketing funnel leads takes more than passing out flyers in the neighborhood or posting photos on social media. It’s really about sparking curiosity to make someone think, “I want to check this place out.” Over the years, I worked onsite… Read More »
The leasing journey is not what it used to be, and in multifamily, digital marketing is the new key to meeting prospects where they are — online. But it’s a process that begins long before a prospect ever steps foot on your property or even reaches out to schedule a tour. With smartphones, social media,… Read More »
The secret sauce that turns a prospect from potential to “SOLD!” is experience — how the apartment tour made them “feel” about your property, including how they were treated by the onsite team. While there are many factors to consider in the leasing sales process, if you allow subpar customer service to persist at your… Read More »
If you’ve been in multifamily property management for a while, you’ve probably heard the term “centralization” thrown around. And let’s be honest — sometimes it gets a bad rap. There’s a lingering fear that centralization is just a fancy way of saying, “We’re cutting staff.” But in reality, that’s not the goal at all. Centralization… Read More »
Strategies to ensure your organization’s shift to virtual leasing is successful now and later.
Your team is always looking for new ways to boost leases — new tools, strategies, and tactics. However, there’s one hidden obstacle that could be slowing your team down from executing: language barriers. In multifamily, diverse communities mean diverse languages. If prospects can’t understand key details, leasing teams risk losing qualified leases. Luckily, there’s a… Read More »
Top reasons why your virtual leasing program may not be living up to its full profit potential.