Skills Needed to Succeed in a Multi-Family Leasing Role- Nolan Young

Marissa:

Tell me about yourself and your career at Cushman & Wakefield.

Nolan:

I served in the Marine Corps as an Engineer Equipment Electrical Systems Technician at Marine Corps Air Ground Combat Center, Twentynine Palms, CA. I was very interested in pursuing a career in Property Management, and at the end of my service, I had the opportunity to utilize the Skillbridge program through Cushman & Wakefield. The Skillbridge program allows service members to take up to a 6-month internship with an approved organization to help transition back into the civilian work sector. After finishing my time in the program, I was brought on as a full-time Leasing Consultant at Curve at Gilbert in Gilbert, AZ. I then completed a year as a Leasing Consultant and applied for my current position as Assistant Property Manager of Sycamore at Scottsdale in Scottsdale, AZ.

If I may add, I'd like to express my gratitude to Jamie McCall, Sr Military Recruiting Program Partner, for everything she did to assist my transition into the program, and for her continued unwavering commitment to helping service members succeed. Additionally, I'd like to thank Makayla Krantz, Sr. Property Manager, and Sandi Cashen, Sr. Regional Property Manager, for their willingness to participate in the Skillbridge program and for providing me the opportunity to learn and grow into the professional I am today.

Marissa:

Congratulations on your recent promotion and thank you for your service! I'm interested in learning about the strategies you utilized to succeed as a Leasing Consultant, particularly in the areas of communication and customer service, sales and marketing, attention to detail and organization, teamwork and professionalism, industry knowledge, and resident retention.

Communication and Customer Service:

Marissa:

How do you ensure effective communication with prospective and current residents?

Nolan:

To ensure effective communication with prospects, I ask probing questions to get a good idea of their experience with renting, and what it is they’re searching for. Catering early interactions to their interests and showcasing our property’s strengths in these areas prompts them to seek additional information and helps prospects envision themselves living here. 

For current residents, I prioritize transparency and patience. Home is a deeply personal topic, and no one wants to feel left in the dark. While too much information can be overwhelming, sharing the right details mitigates uncertainty and fosters rapport with residents.

Marissa:

What are some ways you create a positive first impression for visitors and prospects?

Nolan:

To create a positive first impression, I always greet visitors with a smile and a warm demeanor, pause what I’m doing, and give them my full attention. I want them to feel valued and know that for the time they are visiting, they are my top priority.

Sales and Marketing:

Marissa:

What strategies do you use to generate interest in a property and highlight its amenities?

Nolan:

A strategy I like to use to generate interest in a property is discovering what prospects like to do in their free time. We may have multiple pools and a beautiful grilling area that I could show a prospect, but if they enjoy exercising and are more interested in a community having a nice fitness center, I’m going to give the fitness centers more priority. 

To highlight amenities effectively, I emphasize their versatility. For instance, prospects may see a TV in the clubhouse and think little of it but explaining that it includes premium cable packages or streaming services can help them visualize hosting events or movie nights. While amenities are visible, emphasizing their potential makes them more appealing.

Marissa:

How do you drive the sale and showcase the lifestyle of an apartment home?

Nolan:

Again, understanding what key features or aspects of a home that the prospects are searching for is a great way to showcase the lifestyle of a home. If you are able to obtain enough information, you may be able to suggest a different floorplan that better fits their needs than what they initially expressed interest in.

Driving the sale of a home can be a little tricky, as to not be overbearing. It’s important to create a sense of urgency, but incredibly important to refrain from coming off as pushy. I try to keep it simple and reference the things that they mentioned that they enjoyed about the community and the unit, the date of availability for applicable units, and briefly describe our application process. I like to ask them if they are interested in applying to the home in the office with one of our computers to take it off the market and inform them that they also have the option to apply online if they would rather be in the comfort of their home.

Attention to Detail and Organization:

Marissa:

How do you ensure apartments are prepared for move-in and meet residents' expectations?

Nolan:

I am very thorough with preparing my move-ins. If there is something in the home that I find even has a slight potential to cause issues, I bring it up to my maintenance team to see if there is something we can do to address it immediately. In my experience, that initial move-in date has proven to be pivotal in the relationship we build with our residents, and I will always opt to go the extra step to take care of the little things before they evolve into bigger problems.

Marissa:

What techniques do you use to stay organized and manage paperwork related to apartment rentals?

Nolan:

My key to organization is not letting things linger throughout the day. Once I am finished with a document, I immediately file it if necessary or shred it. Reducing the amount of paper in front of me mitigates confusion and wasted time checking if I have already completed the task associated with it.

Teamwork and Professionalism:

Marissa:

How do you assist and collaborate with the leasing staff to achieve leasing goals?

Nolan:

I assist the leasing team by helping to ensure our show units are in pristine condition prior to any prospects viewing them. Additionally, I support the leasing team by stepping in during busy periods to conduct tours or answer any questions prospective residents may have. I also try to create new marketing materials in my down time to help the leasing team share information. 

Marissa:

What qualities do you think are essential for being a professional and courteous team player?

Nolan:

Commitment – I would never want to know that another team member gave up on me. I am committed to bettering myself as a professional and the team around me.

Accountability – Learning from mistakes ensures they are not repeated. Accountability to me can also be doing things the right way even when others aren’t watching.

Patience – Everyone works and learns at their own pace; I try to respect that for all members of the team and adapt my ways to better align with theirs.

Industry Knowledge:

Marissa:

How do you keep yourself informed about changes and trends in the multifamily housing industry?

Nolan:

Conducting market surveys or shopping other properties is a great way to get a good understanding of trends within your local market. I ensure that I am up to date on any training needed, network with other professionals within the field, and periodically check out newsletters through NAA.

Marissa:

What do you think are the most important qualities for a successful leasing consultant?

Nolan:

Attention to Detail - I believe it's crucial to mitigate any confusion or hiccups throughout the moving process. We only see our side of a resident’s moving process, so making our portion as simple and transparent as possible is essential. While mistakes are completely human, I do my best to ensure I am giving residents and prospects our best product and service. 

Active Listening/Communication – I believe building a real connection with the prospects and residents that I have the pleasure of working with has helped me tremendously. I always emphasize that I am here to assist however I am needed and want the person/people I’m interacting with to feel comfortable addressing their questions or concerns with me. 

Time Management – This skill/tool is of the utmost importance to me. Clearly outlining the different tasks I need to complete each day and allocating enough time for myself to complete them seals cracks that the little things might slip through. I can’t stand feeling like I got caught on my heels or let one of my people down, so taking just a few minutes at the start of the week to plan out the coming days keeps me on track.

Resident Retention:

Marissa:

What strategies do you use to deliver unmatched service and maintain resident retention?

Nolan:

I ensure tasks are completed in the timeliest manner possible. These issues pertain to residents’ homes, which they spend the majority of their time in, so it is crucial to assist as quickly as we can. I also ensure that any phone call, conversation, or email I send has my utmost attention. Participating in resident events is a great way to help with resident retention. By building a sense of belonging and community and mixing in fun, residents recognize the opportunities and the effort we put into their experience.

 Marissa:

Can you share a story where you exceeded a resident's expectations?

Nolan:

We had a resident who played soccer all the time, practicing in one of the turf areas in our community. We found out he had lost his ball by accident and wanted to see if we could locate it, but we were unable to. Luckily, we had a new ball in the back of our office, and I decided that we would gift it to him. He was ecstatic to get that new one and play again.

Marissa:

I have a few more questions I’d like to ask as well.

Can you describe the technical skills that are essential for this role?

Nolan:

Utilizing multiple methods of communication is very important in this role. Emails being sent as follow-up regarding a phone call that took place, sending mass communications about happenings within the community via a resident portal or community page, hand delivering notice documents or items regarding renewal to the homes, the list goes on. It is crucial to develop this skill and to maintain proficiency in it.

Creation and storage of accurate leasing documentation is paramount. Creating leasing documents and ensuring they are correct and in compliance is a daily task in this role.

Marissa:

How do you measure success in this role?

Nolan:

I measure my success by the feedback I receive from my work and the relationships I can establish with those that I work with.  While success can be measured by leasing activity, the quality of that activity is more important to me.

Marissa:

What opportunities are there for skill development and training?

Nolan:

I have found a multitude of opportunities to develop myself within the field. I had the pleasure of attending a leasing rally workshop with fellow leasing agents from the company, which provided us an opportunity to share experiences, brainstorm strategies, and build our professional networks. Another way that I have been able to develop my skills is by volunteering to cover down at sister properties. Learning different ways to complete tasks, and picking the brains of experienced managers throughout the company has kept me motivated to continue learning. 

Marissa:

Thank you for sharing, Nolan and Congratulations on your new role!