The Leasing Loop
April 15, 2025 Issue 4
The Power of Connection
Emilia demonstrates excellence at Loretto at Creekside
With 16 leases in March, more than any other Leasing Agent in the company, Emilia Martinez has earned the title of Leasing Agent of the Month. Emilia works as a Leasing Agent at Loretto at Creekside in Live Oak, Texas. Her incredible performance reflects not only her hard work but also the strong teamwork and dedication that she brings to her role each day.
Emilia credits much of her success to her team.
“My team helps with being able to lease,” she says.
When asked about her leasing strategy, Emilia keeps it simple: honesty, thoroughness, and a welcoming attitude.
“I don’t think I have a specific technique,” she shares. “I like to be thorough, honest, provide as much information as I can, and make people feel comfortable and welcome to the best of my ability.
Her passion for the work runs deep.
“I like being able to help people find their perfect home,” Emilia says. “And how it continues to aid in my growth as a person.”
Her heart-led approach has clearly made a lasting impact on both residents and coworkers.
Property Manager Rosalina Arce highlights what makes Emilia truly special: “Emilia’s exceptional customer service stands out the most. She goes above and beyond to make prospects and current residents feel valued, heard, and supported.”
Rosalina also believes Emilia sets an example that others can follow.
"Other leasing agents can learn from Emilia’s approach by prioritizing relationship-building over just closing a lease," she said. "Her ability to listen, empathize, and personalize interactions sets her apart. By adopting a similar mindset—with the focus on helping, rather than just selling—Leasing Agents can enhance resident retention, improve reputation, and ultimately, drive more leases through word-of-mouth and positive reviews."
Emilia’s advice to fellow leasing agents?
“I would suggest practicing patience. Sometimes it can be a challenge in all aspects. Make sure you are thorough with your knowledge of your property and product," says Emilia.
Loretto at Creekside Leasing Agent Emilia Martinez had 16 leases during the month of March. That's more than any other leasing agent in the company.
Every successful lease starts with a connection—and nothing creates that connection faster than using the prospect’s name during conversation.
Think about it: when someone uses your name, you feel seen, valued, and human. The same goes for your prospects. Referring to them by name not only builds rapport, it builds trust.
When a connection is established the prospect is more comfortable sharing info that can help understand their specific wants and needs. Then it's time to get to the heart of what they are looking for.
Try asking: What brings you in today? Where do you work? Do you have pets? What are your must haves—a spacious
Herr scored nearly perfect on the phone portion. The only part she missed was asking the person why they moved.
On the tour, the Ellis Shopper tracks everything from the leasing agent’s greeting and first impression, to how well they identify the prospects' needs, demonstrate the features of the apartment and close the deal.
Herr excelled at the tour.
On Herr’s shopper report the mystery shopper said, “I would have leased based on my time with Sorea. She got to know what I wanted and gave me a nice tour.”
Herr said she enjoys her job as a leasing agent and she tries to add
more to her skill set each day. She recommends this approach to others.
“It also gives you the opportunity to make it your own,” Herr said.
Herr currently has a 100 percent attendance rate with weekly role-play sessions. She is continually working on her craft.
“It slowly starts getting natural to wear you aren’t reading a script anymore,” she said.
Overall Herr attributes much of her success to leasing to the fact that she enjoys this job.
“You have to enjoy what you do,” she said. “There is always going to be challenges.”
kitchen, a quiet space, or maybe a top-floor with a view? When you understand their lifestyle, you can match them with the perfect home.
Tailor the tour around what they care about. If they say “I love natural light,” make sure to point out the large windows in the living room. If they mention they’re downsizing, highlight the smart storage and cozy layout.
And finally, the close: make the ask.
A lot of agents give a great tour, then end the tour with “Let me know if you have any questions.” You’ve spent all this time building a relationship and found the right apartment—don’t let the moment pass by.
Instead, be confident. Try:
“I think this home checks off all your boxes. Lets get you started with the application?” or “How soon are you hoping to move in? I can help you get the paperwork started today.”
Remember: you’re not pushing—you’re guiding. You’ve listened, matched them with a home, and now you’re helping them take the next step.
Use their name. Understand their needs. Make the ask. And watch your leases climb.
Tour to Lease Ratio
Tips to help you have a higher prospect response time:
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Personalize the experience- Learn the prospect's priorities before the tour. Then tailor the walkthrough to highlight those features—whether it's natural light, closet space, or amenities like the gym or pool.
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Create a story, not just a tour- Help prospects imagine their life in the space. Instead of saying “This is the kitchen,” say “This open layout is perfect for entertaining—imagine having friends over for dinner.”
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Overcome objections proactively- Address common concerns (price, parking, noise) before they even bring them up. Show how your community solves problems and offers value.
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Highlight Community and lifestyle benefits- Don’t just show the unit—sell the lifestyle. Mention local restaurants, the 24-hour maintenance, public transit, social events, or anything that makes the location and community desirable.
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Follow up quickly and personally- Send a personalized message within 24 hours to thank them for visiting. Recap what they liked, and remind them of you limited availability. A thoughtful follow-up can seal the deal.
2025 Second Quarter KPIs (April 1-8)
Guest Card Completion >+90%
1. Robin Scaro, 100%
2. Sorea Herr, 100%
3. Ethan Page, 100%
4. Mony Starr, 100%
5. Lardarious Hodge, 100%
6. Kim Espinoza, 100%
7. Danielle Smith, 100%
8. Alondra Turcios, 100%
9. Dedrick Williams, 100%
Occupancy at or above 93.5%
1. Carlyle, 96%
2. Elmhurst Terrace, 95%
3. Trails at Bartram Park, 94%
Prospect Response within 2 hours 80% of the time
1. Melissa Grubbs, 100%
2. Marquez White, 100%
3. Joshua Ainsworth, 100%
4. Dedrick Williams, 100%
5. Barbee King, 100%
Role-Play Each Week for 80%
of the Time
1. Marquez White, 100%
2. Sophia Mcmillion, 100%
3. Ladarious Hodge, 100%
4. Dedrick Williams, 100%
5. Brittany Robinson, 100%
6. Nathaniel Fontanez, 100%
7. Melissa Grubbs, 100%
8. Joshua Ainsworth, 100%
9. Mony Starr, 100%
10. Chris Chafin, 100%
11. Jackie Espinoza, 100%
12. Emilia Martinez, 100%
13. Ethan Page, 100%
14. Danielle Smith, 100%
15. Yazmin Flores Rivas, 100%
16. Kim Espinoza, 100%
17. Guadallupe Camacho-Santiago, 100%
18. Barbee Kin, 100%
19. Andrea Hernandez, 100%
Prospect to Tour Ratio >= 25%
1. Araceli Lopez, 78%
2. Kim Bell, 71%
3. Melissa Grubbs, 61%
4. Andrea Hernandez, 60%
5. Kim Espinoza, 57%
Tour to Lease Ratio >= 30%
1. Chris Chafin, 100%
2. Brittany Robinson, 100%
3. Kim Espinoza, 75%
4. Emilia Martinez, 44%
5. Guadalupe Camacho
Santiago, 33%
Lease Count
1. Kim Espinoza, 7
2. Emilia Martinez, 4
3. Yazmin Flores Rivas, 2
4. Mony Starr, 2
5. Jashua Ainsworth, 2
6. Araceli Lopez, 2
7. Andrea Hernandez, 2