Having issue w/property management

I started out w/my company as one whose job it was to keep residents from moving out during a repipe. I did that job very well. But to stay with the company, they decided to offer me a leasing position. I accepted. But virtually no training was ever provided. I've repeatedly asked for ways to learn how to lease and close better. I have been told no at every step. I've even asked about following a leasing agent at another property on my own time and was again, told no. I suspect it's because my lack of knowledge would then let everyone know that my manager has not done a good job of seeing that I'm properly trained. I have never been in a sales position. I was a personal assistant to a philanthropist for many years. I've read articles and tried to put into practice what I've learned about leasing. But I really need some help.

My property has over 400 apartments. We are understaffed with maintenance and even in the office. We can tour 15 plus per day. With leasing files to do, putting in service requests, answering phones, retrieving packages for residents and more, customer service suffers. As one who prides herself in top notch customer service, I am struggling to accept that I cannot provide the service that I desire to.

My manager changes her mind on how to do things all the time. There is never a consistent way of doing things. I find this terribly frustrating. I'm not willing to lie to people to get the lease. But I cannot seem to get the sense of urgency that is required to get someone to lease sooner rather than later. Most of my leases have been those that have come back after they've had time to think about it. Our property is on a street with five other communities. So people always want to "see their options". I don't blame them. It's what I would do.

Though I do provide value in what we have to offer, we have to charge for carports because we don't have enough to offer one free with each home. And we have AM3 cable that many people hate. So I'm not sure how to overcome this one other than to say they are a competitor of "such and such" which is the major cable company in our state.

I try to keep up on follow up, but because we are so busy and have little, if any, time to do follow up, it suffers. The Regional is not supportive and cracks jokes to make you feel like crap for not having leases.

Is all of this common? Reviews aren't even being responded to by management. We get good and bad. But when management decides to post a response, they are full of grammatical and spelling errors. They look highly unprofessional. I've tried to offer writing them myself, but this is a "manager's" job.

I feel like I could excel at this position if given the proper tools and back up, but neither have been provided. I just don't know if all companies are like this or just mine. Ideally, I'd love to be on the administrative side of things, but I'd like to succeed where I am first.

My local multifamily association doesn't have any leasing workshops either. Any advice would be helpful. Am I with a poorly run company or just a poor manager? I've never been in a position where customer service was so poor, despite them saying it's what's most important. Am I unrealistic in wanting to provide excellent service as well as make the owners their profit?

My colleague is excellent at getting leases. He has years of sales experience. I've listened to him and watched him. He seems to be more comfortable with cracking jokes and making people apply right then and there. People appreciate my honesty and I am light hearted and set people at ease, but I can't seem to get the sense of urgency across.

I know there has to be a psychological aspect to how and why people lease. I ask them what's important to them, why they are leaving where they are now and explain the value of what we have to offer. It just isn't getting me the leases that my co-worker gets. It's hard to be at the bottom of the rung after having held a position a tad bit higher. I am adapting. But when, at every turn, I am not supported nor given the tools to do my job properly, I find it very frustrating.

Thank you to anyone that can help!

Hello, Nebula! I think your company offered you a full time position as a leasing consultant BECAUSE you DID an excellent job retaining residents during a difficult time. Second, it sounds dreadful to feel like you are not properly trained, do not have all the tools necessary to perform your job, and do not have the proper overall team support.

So, what to do? Have you tried asking the leasing consultant already doing a fab job closing leases if he could train you? I mean, it's a perfect opportunity, isn't it, to learn from the best? If you were not customer focused you could not have retained all those residents, right? So, you must have good instincts. I think you may lack confidence! Are you somewhat intimidated by your teammate's closing ratio? This may impact your own presentation with Prospects.

There are things you can do to help yourself, too, all by yourself. Have you made a list of the comps and have you shopped them? Do it on a Saturday if your Manager can't spare some time for you to do so during the work week. Make a list of EVERY SINGLE thing your property has in terms of amenities: from the size of apartment all the way to your stellar Maintenance Crew's response time. Each detail can help you see your property in a new light. Brainstorm the heck out of this. Start leasing like you are the Prospect.

Sure, you need to ask or find out the answers to the Guest Cards, but that means you have to ask the right questions, in the right tone of voice and listen for their Hot Buttons. There are many aspects to leasing; it's an art and a science. Try taking some webinars. Even if you cannot do it at work, they will send you a link and you can listen later on your own time.

This next thing might hurt your feelings, but it is meant to spark a conversation. Have you asked yourself what you can do to promote better customer service? Honestly, I would not care one whit about the Manager on this one. What is good customer service? You sound like you know, so practice it, provide it, and walk the walk. I think it takes longer to correct poor customer service than to do it right the first time. If you are rushed, then tell your Resident you will email or phone in 30 minutes and then MAKE YOURSELF DO THAT. Put in service requests while you are on the phone with your caller.

Finally - try to remain calm on a busy day. By the way - we all charge extra for carports! Feel free to contact me by email or call me. Send me a message and I will respond! I would be happy to help you in any way I can to become a better Leasing Consultant. My pleasure!!!

Nebula, First off, Mindy is on point and she is a great person to talk to as she has the experience and I have found in her responses that she comes from a line of the common sense approach to matters dealing with the multifamily industry.

So, I second everything that Mindy said and will offer you a link where you can get some training on your own as well in leasing and much, much more: www.naahq.org/learn/education/national-a...leasing-professional

With regard to asking my coworkers for advice, yes I have. I listen to them every day and try to adjust what I do, but with my own personality. One leasing agent has 3 years of experience, but she’s not in this for a career. She’s looking for work in her chosen field and sometimes isn’t “all there”. But she’s good, nonetheless. My only other coworker is as new as I am. However, he has a life time of sales experience. I agree that I lack some confidence, but only where closing is concerned. I don’t feel right about trying to pressure people that clearly don’t want to be pressured. I wouldn’t want that. However, my coworkers seem to have the “sense of urgency” down pretty well without it sounding like a hard sell. I’ve been working on it.

I have visited the comps. The one thing is that I don’t go in there as a prospect. To me, it’s lying. I go in and ask them to show me around, and they do. Perhaps making a list that I can simply check off of what they have would be more efficient that handwriting it as I go. I don’t want to take too much of their time as they are in it for the commissions like I am. I always thank them for their time.

These webinars, are you talking about online? Or through my company? We don’t have any regarding how to actually lease, closing techniques, etc. I’ve looked. I have printed up their one tip sheet on closing techniques and have studied it. I’ve also Googled general sales tips and closing techniques. I found a couple that I am going to play with. There was a time when I didn’t even feel comfortable asking for prospect’s phone numbers and email. But then I realized that they have to give that info to everyone. This made it easier for me to ask, as I know they expect to give it out.

You cannot offend me. I want advice! As for customer service, I know that I am great at this. The problem is not that I don’t know how to provide it, it’s that I’m not able to provide the level that I believe I should be able to provide. We are understaffed, and literally have no time to make follow up calls, provide resolutions to concerns that I do not have the power to provide, etc. I’ll be working on one thing when my manager or assistant manager jump in and give me a new immediate priority (my coworker as well). Everything else stops at that moment. I’ve read the company manual and know how certain things are to be done, but even the management team doesn’t do it that way, many times. So what do I do? Do it how the company says to do it or do it how my manager wants me to do it until she changes her mind? The manager and assistant manager are often rolling their eyes at each other over how things should be done or have been done in the past. For me, I would do it how the company says it should be done, but I have to work with those that I do on a daily basis and deal with their inconsistencies. My coworker and I agree that there is a problem with how they keep changing their minds all the time. I know this is the “real world” and that not everything is done “by the book”. But when the manager and assistant manager seem to be battling over who is right all the time, we are left to try and figure out who we are supposed to listen to. The manager is the manager, however, the assistant manager is a “micro” manager and can be very condescending. It’s so bizarre to me.

We have over 400 apts. and three days a week we have only three maintenance men. On weekends, we have only one. So when I find trash under stairs or something that needs repair on the property, I don’t always put work orders in because I know they cannot get to it because they are understaffed as well. I know this is an issue about budget, but what am I to do? I’m trying to be realistic while also see that the property is clean and kept up. Just today two residents came in with a photo of a wasp nest next to their front door. Maintenance left for the day so I jumped on the cart and drove over there. I used my pen and knocked it off so the girls could feel safe going in and out. I didn’t want them to have to wait until the morning.

I would love to be able to tell a resident that I would get back to them in 30 minutes. But that’s rarely possible. No matter what I am doing, if the phone rings, I have to answer it. If someone walks in for a package, a tour or to pay rent, I have to drop everything at that moment to help. And I like doing that. I believe in that! But it’s literally so busy most days that I cannot even answer the phone, make follow up calls, etc. During my other position, I was able to make follow up calls on all work orders, of which we can have over 100 in the works during the summer. The residents loved it! But there’s no way anyone has time to do that now. It was only because I wasn’t leasing that I could do it.

I have had to lower my standards on several things since leasing because there isn’t time, because management is always tossing a new priority at me/us, because maintenance can’t keep up with their work, etc. It’s sad and frustrating. I used to work for a 5 star 5 diamond hotel. Everything was about providing the best customer service possible. Support was given when needed to ensure that we could provide this level of service. But here, it’s not the same. The support isn’t there, the time isn’t there and apparently, the budget for overtime isn’t there either. The way I see it, if you aren’t willing to allow overtime for employees to complete their work, then you cannot expect top notch service from your employees. From the moment the doors open to the moment they close, we have no time to get files done, follow up calls made, emails sent, etc. They don’t want to approve of over time, so when to do the work that’s needed?

I have been with this company for a year. Since the second week, I have been going into work an hour early every day so that I can get caught up. This is on my own dime. I do this for my sanity. I do this so that I can, indeed, provide the level of service that I believe I should be providing. But even with this extra five hours of free labor I give, I am still unable to keep up at the level I want to. There’s just no support or understanding there. I think there may be a disconnect from management. I think maybe they’ve been out of the loop on what’s involved on a daily basis that they forget how difficult it is at such a busy property. That hour before work starts, I spend listening to the previous day’s voicemails and calling residents to address their concerns. I spend it writing Thank You cards to be sent to my prospects. I spend it answering emails that don’t even get touched during the day. Believe me when I say that I know I provide great service. If I didn’t do some of the things that I do, they wouldn’t get done for days or even a week! I’ve seen it.

I certainly am not meaning to sound like I’m stellar. But where customer service is concerned, I know I excel. It’s just that I am limited in what I can get done, whether it’s due to being understaffed or a lack of empathy for how busy and difficult this property is. Mind you, it’s the only property I’ve worked at in this field. I know I have much to learn!

I do remain calm every day. In my previous occupation, I was able to get 90% of duties done by the end of the day. Satisfaction in a job well done. But here, I had struggled at the frustration of rarely completing duties by the end of the day. So now, I relax. I accept that I cannot finish a file, make that call or put in that work order when my shift ends. That’s very difficult for me. I derive great satisfaction at completing things. Leaving a stack of paperwork and a “to do” list on my desk every day is tough. But I deal with it. I let it go and start up again the next morning.

Thank you for all of your great advice! I do need to constantly reevaluate myself and the way I do things to be sure that I never become content or set in my ways. I am ignorant, I am trying to learn. I just wish that the support that I’ve had from previous employers, would be what I received here. I think I’m adapting well to it, though. Is this level of disorganization and lack of support common in this industry? I have no intention of quitting. I don’t do that easily. When I’m committed, I’m committed. I would just like to know that I have somewhere to go beyond leasing. If not supported here, I don’t expect to be supported in trying to move up either. I like the industry. I love the people. I know my residents by name, at least the ones that come into the office, and they know me. I have several that will only speak to me when they have an issue, because they know I am sincere and will do whatever I can to help them.

Sorry to babble. I am passionate about this. I take pride in my work. It’s a reflection of who I am as a person. And I know that I represent my company, as well. I want it to show, because I do actually care.

Thank you for the link! I will look into it on my day off!

I just wanted to throw it out that I do not dislike my work. There are aspects of it that I find frustrating, but overall I like those that I work with, as well. I do like my Manager, despite the frustration at times. The Assistant Manager, I'm not fond of, however, I can work around her idiosyncrasies for now. I still enjoy going to work every day.

I think I vented a bit too much on here. My goal was really to find out if anyone had any sales advice and could tell me if it's common the way my property is run. No one has actually answered the latter, however. So I suspect it must be so.

EDITOR NOTE: Sorry, we were just slow in getting your post approved! If you don't want a delay in getting approved, sign up at the top and you won't get moderated.

Nebula, checking in to see how things are going with you and have you made any progress? I was rereading your post because there were a couple of things that were nagging at me. One was when you wrote you had to drop your standards some, in order to get additional things done. Coming in earlier on your own time.

It should never be that you ever have to drop your standards. When standards are dropped in order to accomplish everything, then we have either to look at time management and prioritizing what is most important. It may be you need to do an audit and in reality, it may call for another position, or having someone who has worked in the industry that is retired, but would not mind coming in now and then to do some work. Then the management company needs to know fully what it is costing. Putting in your own time is not a bad thing, but (in my humble opinion) should not be a habit where you are not getting paid. Keep track of how much of your time is used without pay on a monthly basis and then if you are paid on a 40 hour week, add the time and divide it into the pay and you are then getting less per hour for your work and may find out you are not even getting minimum wage. Some are made to feel guilty for asking for more, or that the company feels that they can get someone else to do the job. That mindset will eventually put them out of business if they are not careful. Do not let pride get in the way. Your plate can only hold so much and you need to bring the management in on the whole situation. You present them with a problem, have one or two viable solutions in your quiver on how to solve the situation.

One time I had one tenant that was having problems with their rent and I worked out a deal with them to do some work and for that cut them some slack on the rent. It was a win, win situation in the property looked nice on the weekend and the tenant got to have some of their rent taken care of as well.

Hope one or two things assists with the situation!

I love all of the details you gave in your post. When it comes to leasing, all of the sales experience in the world cannot replace sincerity. Customers know a sales pitch and are turned off my it. Don't try so hard!!

Put your company's requirements first, them let them see you! When I greet people and talk to them, I pretend they are my beloved cousin I haven't seen in 20 years.

I use their name repeatedly and keep it casual. I learned something a long time ago when I was in a situation like yours. Make an impression that is "unforgettable!"

You choose how to make it that way. I have customers come back all of the time and tell me that I was friendly and they are leasing because they like me.

That's what I have over the competition. My unforgettable:

A conversation piece on my desk that they can't help but notice and ask about. Right now, it's a photo of my husband with his bass guitar and a parrot sitting on it. Nearly everyone asks, "Is that your bird?" And there goes the personal conversation!

You are doing a great job!!

Thank you. I do actually use names repeatedly. The leases I do get, are for the most part, those who have come back, not immediate leases. And they do actually like how I am sincere. I don't B.S. people and they see it. My leases have been picking up. I just can't seem to get people to apply right then and there. And maybe that's not a bad thing. Maybe having people leave come back and lease a week later is fine. I rarely get denials, so when they apply, it's nearly always approved.

I like your idea of a conversation starter on the desk, but my company won't allow us anything personal on our desks. Thank you for taking the time to respond! Have a great weekend!

Dropping the standards is a direct result of how management works. This was why I wondered if this was common. I know you can't provide everything that every resident wants, but there are some things that I think should be done and aren't because it tends to become an issue. When asked to do quality control before a move in, I could come out of there with a large list of things that I think need tending to. Unbeknownst to me, my lists were pissing off maintenance. One day, the maintenance supervisor blew his top over the phone at me. Essentially, my lists were more work than he wanted to do. He actually called me a "pain in the ass."

Now I don't mark everything that I see. But messy grout, crooked paint lines, unpatched and painted holes, etc. I consider these things important. Even carpet stains have been noted after the carpet was cleaned. Granted, this is the fault of the cleaners, but the maintenance supervisor is usually the one to do the quality control. Sometimes, I'm sent in after he's cleared the home to be ready. When this happens, I note things like the vinyl bubbling, masking tape on sprinkler heads, drywall dust on appliances.

There's more, but you get the gist of it. We are short one maintenance person and no longer have a porter. So the trash under the staircases is building up. I put work orders in, but they just don't have time to do everything. So I wonder if it's a budget issue as to why we haven't brought another man in to help. We did have one, but he transferred to another property and was never replaced.

I know this is a business. I'm trying to keep that in mind. There is a budget and when something makes the budget go over, then everything else suffers. I agree with you 100% on time management. My one coworker and I seem to be the only ones that understand this. I kid you not, every day a new priority is put at the top of the list that takes precedence over the previous day's priority. Sometimes, it can happen more than once in a day. Take filing for instance. We always have filing to do. The majority of it is from the assistant manager never filing anything. She just tosses it in the bin. My co worker and I make an effort to file everything immediately so we aren't left with a massive stack. So when we send out a notice to a resident that their insurance has expired and we are about to fine them for it, it often backfires. The reason being is that they did have current insurance, but rather than it being filed, it's in the stack. We look incompetent. This is something that could have been avoided by simply taking 30 seconds to do, if that. So then time will go by, someone will notice the filing stack is large and then the new priority is to have everyone stop what they are doing and file. Or, I will take my own time, off the clock, to go in and get as much done as I can in an hour.

I fully agree that it should not be a habit to give away my services free of charge. I've been doing it for over a year now. Five hours a week. I do this for my own sanity. If I didn't, work would be so stressful because it's not organized. I never want to hate going to work. I like my job, I like this industry. What I do isn't even noticed much of the time, but I don't care. It makes my work more efficient. I see waste and it drives me nuts! Why spend unnecessarily on pretty colored sticky notes when you can get twice as many yellow ones. Why buy fancy dual ended sharpies when you can save money on a basic one that works just as well. Every penny adds up over time. This is how budgets often get out of hand...all the little things. Lack of organization and efficiency wastes time and money, in supplies, labor, service, etc. Blah, I'm just rambling on now. Sorry.

I just received a 3% raise. I don't even want to look at the break down if I included the time I don't get paid for. I do it by choice, again, for my sanity. We are questioned when we get over time, in fact, we aren't supposed to get over time. I can understand why, it's more money for the company to have to spend. But it's so unnecessary when some common sense organization would resolve the need for overtime. I have tried to bring in management on the issues....and provided solutions. There's a weird dynamic involved. Some personalities are insecure and think you are questioning how they do things. Then your idea is poo-pooed. Some people are threatened by new ideas when what they've been doing for so long "appears" to have been doing just fine.

I like what you did with your resident. Our company won't budge on rent, however, management does have wiggle room on rentable items, if she chooses to do so (which she has). There are more pros than cons, don't get me wrong. I'm not used to being on the bottom rung and having no control over things that I see a solution for. My intention is to move up as quickly as I can. Although, this industry is new to me. I want to learn all that I can in each position so that I can competently and confidently move to the next position. I never want to be one that doesn't have empathy. I did my reports for the week and did have five leases. So I'm happy that my slump seems to be ending!

Work tomorrow, need my sleep! Thank you so very much for your wisdom and advice. I truly appreciate it!

Take this with a grain of salt. This is my opinion and only my opinion. Your company's culture is why you are stressed. It appears that your company values pushing their employees until they reach either a breaking point and quit, or reach a breaking point and do something to get fired. What your company is valuing is making a buck. Not all companies are like this. You are on a large property and larger properties need more help. It is normal and acceptable to have four people working in the office - IF everyone is pulling his weight, and that includes filing. I suggest assigning one person a day to file and that person start the process around 4:30 pm, but from what you say, your manager is not open to implementing anything that helps the office run smoother.

Let me tell you, life is too short. Find another company that will appreciate your dedication and commitment. I HATE that the true TALENT is made to feel as though they don't fit in, are a troublemaker because they want the unit turned to standard and make lists for the Maintenance Supervisor when it isn't. It isn't fair to you, the resident, or the bottom line. Sometimes there are unknown politics playing a role in the decision-making. Do you want to play that game? If I were running that company, the one thing I would do is to empower the onsite teams to "Make it Happen" and you would see all your occupancy problems go away, profits would increase. The ROI in this management style is immense.

I wholeheartedly agree with you. We get negative feedback regarding things that are preventable. We appear, and actually are, at times, very unorganized. And only because of those politics that you speak of. I had a position for nearly ten years, where I ran everything, inventory, purchasing, scheduling vendors, planning events, etc. I found myself without work when my employer died. When this came along, I was thrilled.

I agree that empowering your staff only benefits everyone. I just don't think there's a chance that is going to ever happen under my particular manager and assistant manager. Several properties have been or are in the process of being purchased now. A shifting of staff to different locations will occur. So I'm waiting to see who will be where, before I make a transfer request. I do so appreciate your feedback. Being new to such a large corporation and in the industry, makes it difficult for me to determine what is common and what is not. I'm glad to know that not all companies in this industry are like the one I'm with. I think I'll hang in there longer and see if I can't get myself with a more organized, self empowering team.

Thank you, again!

Nebula,

1st I applaude you that you not only choose to not do what many do far too often and just give up or quit.

I personally, did get the best training and most extensive, from my 1st day in the business. But sadly not all get that experience and more and more these days I see less and less of the training happening. More these days like you, little or even none at all.. training before your put to work. Often a busy manager especially one the size you are at will tell another leasing agent to teach you the basics, or have the asst help the leasing with training. Sometimes the manager will spend alittle time when they can or when something is brought to them that you didnt do right or a resident is now complaining, etc. Sound familiar...
I been in the business for.. omg 20 yrs now and I have worked for many of the largest to private owners who decided to get rid of the company I was with and for many reasons I end up with an owner who either is crazy and wants me to or my staff to do all kinds of fair housing violations or just plain unethical things or has no idea and asks me to handle things I didnt know how to do because that was the regonals or the accountants area, etc

Some advise I happily pass along. As Ive been fortunate to be trained by some of the best along the way that I either sought out or by chance was at a training, etc...
1. You will most likely have to do it on our own time.. days off, evenings. Lunch breaks, etc.. as well as when if ever you have time at work too. Even 5 mins or 10 mins at a time can really help you grow.
2. Yes not getting paid because its on your own time does suck and can get old quick... but change that thinking to... your paid in learning to do your position better which means leasing commissions, etc that your losing out on. As well future positions either via promotions or change in company, and dont forget possiblity of getting transferred as well manager changes happen alot in the business.
3. Search out the following asap...
1. Toni Blake and her web site is called Totally Toni. She is an amazing marketing, training, speaker who is the reason I became a Marketing Director and not a District Supervisor like I had my goals set ... Marketing and Training is what I was made to do... I dont think of it as work and now own my own private management company. And she is also on facebook and can request to be her friend too which leads more paths too.
2. Gracehill... learn a ton... Jillian who not sure if she is still there but was asked to pay it forward and help me become what my calling was... she too got her start from Toni and was more willing to be a mentor to me.
3. Rent and Retain.. its a monthly or quarterly leasing ideas and resident retention mag type packed with everything thing you can imagine to help you implement and ideas. There are also books from them with all the ideas previously you can buy. Only 2 of the companies I worked for paid for a supscription and 1 only purchased ea property and top manager that years book. So I invested my money sometimes too. I also paid for seminars or classes I found and some companies will reimburse all or a portion if you pass or complete it with a grade of whatever or higher.
4. Fair Housing which is an essential that at bare minimual you have to know as its the law and comes with huge consequenses personally and for the company. And not being trained or I didnt know will not help or matter. Nadene Green was who was the best in the business. She also taught me quite a bit so I could also do fair housing trainings for companies and such as she did.
5. Im a list kinda person and so if your not I understand but Id encourage you to at try and see in this area it helps you... if not you can always say I gave it a shot.
Make seperate lists for the following : 1. General questions you have.. these are the day to day stuff at your property you have. Ex Are we suppose to do work order follow up after maint completes it and if so how often... weekly or within hows after, etc. Whatever you have questions about. And I even if I have a long list would catorgize them like leasing, maint, etc then take 1 at a time and when theres a few mins ask. Do it causually 1 question only so its only a few mins of the person telling you as well as your time too. And as time through the week allows you can get 2 or 3 of them answered.
2. Goals for yourself daily, weekly. Monthly.. of what you want to learn as well as get a.ccomplished... like daily might be do get accomplished like daily for that week on thur is to walk 2 ready units not pending mi so you can show them instead of models. Having goals written help keep you focused as well as if you find your not meeting the goals you can better see where and why not and adjust them. Maybe your daily goals arent able to because they are just too big such as walk all vac ready not rented on Tue and you have 23 vac rent not rented... keep them reasonable... daily should be smallest, weekly should be little bit more as it should be based on your daily goals and or something else. Ex 23 vacs ready not rented... daily goal walk 3 of those and then weekly would be to walk 15 of the 23 vac ready units and choose 1 or 2 of ea size longest vac to use to show. Rent 1 of the 3 longest vac units that week. Etc.. monthly is the 1 for harder... some of it to do with those daily, weekly goals but also something harder you might need all month to do like.. see online training about closing techiques, complete training and put into practice a few things you learned... etc... again goals written in front help keep you focused and can bring you back if you get off track. In your head isnt the same.. and also others might take notice... like another property manager shopping you and steal you away because thats a go getter she wants...
3. List the areas you are lacking in like closing or phones, etc... then now you have a list you can look at to base your goals, training offered that you come across, or maybe that leasing guy whos can make them laugh and then before you blink has them filling out that pay some extra attention when possible, pick his brain... such as Wow Brian 3rd today... where did you learn to close like that.. he might say my old manager said find something in common that you can make funny... or he might say yrs in retail and that leaves room to ask more without him feeling on the spot etc.. causal convo and ego boost can often get more out of anyone.
4. Last is just for you to help build your confidense as another reply thought might be some of your problem.. write you can and will close 1 prospect this week.. because you can... etc... post it on your mirror in the bathroom. Cabinets in kit, car. Desk drawer. Phone, etc... everywhere so you keep seeing that message... sometimes power of positive thinking is the key. And then when you do it give yourself a prize.. that starbucks you wanted all week, the new book you want, or no work related activity after work and no early coming in the next day, or whatever you choose but reward yourself...
6. Lastly as I know I gave you alot of advise... I am more than happy to help you if you like. Im happy to give you my info so you can call, text, message me as I try to pay it forward as well.

Fyi I was typing this with my 2 yr old asleep with most of her attached to me in some form as I cant seem to break her from sleeping on me nightly as well as my 12 yr daughter next to me because when she or her brother also 12 is sick Mommy is the only place they want. So please forgive the errors in my spelling etc..

Hope this helps