Sandwiches, Sticky Notes, and Silence: A Leasing Love Story Gone Wrong
Five properties. Five chances to shine. Most of them? Dimmer than a dollar store flashlight.
This past month, I hit the road and visited five apartment communities across three states. And what I experienced was a masterclass in missed opportunities. Don’t get me wrong, there were moments of brilliance, but they were few and far between.
Let’s break it down. Here’s what worked, what flopped, and how leasing teams can stop fumbling the bag.
Property 1: Silence, Sandwiches, and Zero Spark
I walked in and was greeted by a leasing agent who knew my name, knew my appointment time, and still decided it was the right moment to finish breakfast. The vibe? “I hope you cancel.” The rest of the tour followed that same energy.
No name introduction. No real engagement. She didn’t ask about my budget, my dog (and you know Snoopy is always part of the package), or even confirm who would be living with me. I got shown two-bedroom apartments even though I asked for a one-bedroom. When I brought up closet space, which I had already told her was a priority. She just stared at the walls like they might answer for her.
She didn’t follow up for a week, and when she did, it was the leasing version of a dial tone.
Where it missed:
No personal connection
Ignored key details I gave her
Gave the impression she wanted to wrap the tour faster than I could blink
Zero close and a “meh” follow-up
Property 2: Sticky Notes Are Not a CRM
I got an email telling me I could schedule online. I clicked the link. Nothing. Tried on mobile, then on desktop. Still nothing. So I showed up in person which, let's be honest, most prospects won’t bother doing.
I was greeted by maintenance. The leasing agent showed up a few minutes later, clearly unprepared. She rattled off fees like she was reading a warranty policy, while maintenance vacuumed so loud we had to shout. She couldn’t tour me, but told me she’d email photos. Then handed me a sticky note and said to write down my contact info. Yes, in 2025.
Five hours later, the photos came. No call. No text. No follow-up. Nothing.
Where it missed:
Website and communication were completely out of sync
Sticky notes are not a lead management strategy
Zero urgency or recovery effort
No personalization, no connection
Property 3: Scripted, Scented, and Slightly Confused
This one started strong. I was greeted, given pricing, handed floor plans. Great. But it quickly turned robotic. She forgot things I said earlier, like the fact that I had lived in the city before. She showed me a unit with a strong smell, then casually mentioned it had been vacant for a while.
The one bright spot? She described a patio as having a “treehouse feel” and weirdly, I could see it. It was the one moment where she painted a picture instead of pointing at walls.
She ended the tour by saying she’d be out next week and to “call the office if I had questions.” There was no real handoff, no sense of team support. I left with a stapled brochure and a feeling that the follow-up wasn’t coming.
Where it missed:
Great start, but she didn’t stay engaged
Forgot details and showed a unit that needed an ozone machine
No real attempt to close
Made it clear that no one else would be following up while she was gone
Property 4: Finally, a Leasing Pro Who Came to Play
This was the standout.
I was greeted with energy. She asked good questions. She repeated things back to me. She walked me through the options, explained the revenue management system, and told me how I could still lock in the best deal if I adjusted my move-in date by just a couple days.
We laughed, we talked dogs, we talked neighborhood noise. She even brought a current resident into the conversation when I asked about concert traffic nearby. I got follow-up texts, personalized emails, and a clear next step.
And best of all — she looked me in the eye and said, “Want to go ahead and apply for the apartment now so you don’t have to worry about it?” Yes. Yes, I do.
Where it hit:
Confidence without pressure
Personalized, warm, and clear communication
She connected, educated, and closed
Gave me options, not obstacles
Property 5: The Disappearing Act
I showed up three minutes early. Waited eight minutes total. No one came out. I heard voices in the back. Maintenance walked past me and said nothing. The leasing agent who confirmed my tour never showed, never followed up, never acknowledged the miss.
This property is offering two months free. And now I know why.
Where it missed:
Missed appointment
No recovery
No contact afterward
Left me wondering if they even want new residents
The Bigger Picture: What This Tells Us
After 33 apartment shops across 11 cities and six states, only four communities asked meaningful qualifying questions. Just two asked me to apply. That is not just a missed opportunity — that is a broken process.
The average tour time is just over 24 minutes. Which means you’ve got less than half an hour to make someone feel welcome, heard, and ready to say yes. If your leasing experience isn’t intentional, it’s forgettable.
So here’s what we need to fix — now.
What Leasing Teams Can Start Doing Today
1. Match your AI’s energy
Your automated responses are warm, helpful, and responsive. Then I show up and get cold silence and confusion. That disconnect loses leads. Your tech is setting the stage. Your people have to carry the momentum.
2. Show up like you mean it
Use my name. Tell me yours. If I’ve filled out a guest card or scheduled online, confirm that info and ask something deeper. Let me feel like I matter more than your checklist.
3. Ask smarter questions
Move past “When are you looking to move?” and “What size apartment?” That’s the surface level stuff. Ask about my lifestyle, my pet, where I’m coming from, what I love about home. Those are the answers that help you connect.
4. Don’t just show the apartment, sell the experience
You’re not leasing square footage. You’re selling a lifestyle, a sense of home, a feeling. Help me see myself there. Use descriptions. Build imagery. Make me want to say yes before we even step inside.
5. Always ask for the lease
You don’t need a pushy pitch. You just need the confidence to say, “Would you like to apply today?” That small moment can be the difference between a maybe and a lease.
6. Follow up with purpose
“Let us know if you have questions” is a cop-out. Be specific. Be human. Reference something we talked about. Follow up like you care whether I choose your community or not. Because I can tell.
This industry is moving fast. AI is getting better, systems are getting smarter, but people still lease apartments. And people want to feel seen, heard, and welcomed.
If you’re reading this and thinking, “Oof. That sounds familiar,” take a breath. You’re not alone. And you’re not stuck. Every single tour is a fresh chance to get it right.
So let’s raise the bar. Let’s put the human back in the process. Let’s make leasing feel less like a transaction and more like a relationship.
Want me to Mystery Shop your team? Or maybe you’ve got a leasing horror story to share? Head to roomswithronald.com and let’s raise the bar together. Because good leasing isn’t just about showing a unit. It’s about showing up.
Until next time, happy leasing.