The Leasing Loop
April 15, 2026 Issue 16
Gain momentum through your tour order
In leasing, success often comes down to more than just what you say—it’s when and how you say it. Following a thoughtful tour order creates a natural flow that builds trust, excitement, and ultimately, commitment from your prospect.
Start by gathering the basics. Collect key information and a valid ID before the tour begins. This step isn’t just procedural—it sets a professional tone, ensures safety, and allows you to tailor the tour to the prospect’s specific needs. When you understand their preferences upfront, you can highlight the features that matter most to them.
Next comes the most impactful part of the experience: the tour itself. This is your opportunity to help the prospect truly envision themselves living in the apartment. Instead of simply pointing out features, tell a story. Show them where they’ll enjoy their morning coffee, how they might host friends in the living space, or unwind after a long day. As you walk through the community, introduce them to the amenities in a way that connects to their lifestyle—whether that’s convenience, comfort, or a sense of community. The goal is to create an emotional connection and help them fall in love with not just the apartment, but the entire living experience.
Once that excitement is built, don’t lose momentum. Bring the prospect back to your desk while those positive feelings are still fresh. This is the ideal time to review pricing, discuss lease terms, and guide them through the application process. Because they’ve just experienced the community firsthand, they’re more likely to see the value and feel confident moving forward.
Finally, ask for the application and admin fee. This step is crucial—without a clear ask, even the most enthusiastic prospect may leave without taking action. By confidently guiding them through the next steps, you make it easy for them to say yes.
When followed in this order, the leasing tour becomes more than a walkthrough—it becomes a strategic journey that turns interest into commitment.
Kimberly crushes leasing conversions
Kimberly Espinoza has earned Leasing Agent of the Month honors for March, and it’s easy to see why. With an impressive 52% tour-to-lease ratio and a 16% prospect-to-lease ratio, Kimberly turned meaningful connections into results, securing 11 leases at Carlyle during the month. Her success is rooted not only in strong performance metrics, but in the intentional, people-first approach she brings to every interaction.
For Kimberly, leasing is about more than closing deals—it’s about helping people find a place they can truly call home.
“What keeps me motivated is focusing on the bigger picture—helping people find a place they can truly call home,” she shares. “I take the time to understand each prospect’s needs, including their lifestyle, budget, and timeline, so I can guide them in the best possible way.”
This thoughtful approach allows her to build trust quickly and position each apartment as the right fit for her prospects.
Kimberly also sets herself apart by putting herself in her prospects’ shoes.
“I like to picture the experience as if I were the one moving into the apartment, making sure it’s a place that can genuinely feel like home for them,” she explains. “This mindset helps me better understand their perspective and ensures I’m recommending the right fit.”
By prioritizing comfort and clarity, she ensures every prospect feels welcomed and confident throughout the process.
“I also ensure they fully understand each step of the application process and make it as smooth as possible by assisting them along the way,” Kimberly said.
Her dedication doesn’t stop after the tour. Kimberly emphasizes the importance of follow-up and consistency.
“Consistent follow-up is key, along with maintaining a positive and resilient mindset. Every interaction is an opportunity to improve and build a connection,” she says. “During tours, I focus on making each prospect feel special and valued, and I make an effort to remember personal details they share to create a more meaningful experience.”
Assistant Manager Patty Manzo sees these qualities firsthand. “What stands out about Kimberly? Her personality and her always willing to help,” Patty says. “We can all learn how to be more helpful and patient.”
Kimberly’s results speak volumes, but it’s her empathy, consistency, and genuine care for her prospects that truly set her apart.
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Kimberly Espinoza had an impressive 52% tour-to-lease ratio during the month of March at Carlyle Apartments.
Tour-to-lease ratio
Tips to close after a tour.
1. Help your prospect find the best deal. Money is a factor in every prospect’s decision. Make sure you are offering the best value by sharing current specials and asking about flexibility with move-in dates and lease terms. If your current pricing is lower than usual, let your prospect know—this can encourage them to apply before rates increase.
2. Paint a picture. Don’t just tell prospects what it’s like to live in your community—show them. Help them visualize their life there. Describe what it might feel like to host friends in their apartment, make breakfast for their family, or relax with a book on the balcony. Whatever they enjoy doing at home, encourage them to envision it during the tour.
3. Make closing feel like an invitation. You’re offering to take on what is often your prospect’s biggest stress: finding a place to live. When you ask if they’re ready to complete the application and pay the administration fee, frame it as an invitation—not a quota-driven request. You’re inviting them to stop searching and start settling into their new home.
4. Share your excitement. Let your prospect know you’re excited for them. Tell them you can’t wait for them to start making memories in your community. Express genuine enthusiasm for this next chapter in their life—it helps create an emotional connection and reinforces their decision.
2026 First Quarter KPIs (Jan. 1- March 31)
Guest Card Completion Ratio >90%
Nobody has made this goal.
Occupancy at or above 93.5%
1. Brighton Creek, 93.5%
Prospect Response Time
within 2 hours >80% of the time
1. Lindsay Norman, 93.4%
2. Monny Starr, 91.2%
3. Barbee King, 90.3%
4. KieErra Barfield, 85.8%
Role Play each Week
for 80% of the time
1. Monny Starr, 100%
2. Kimberly Espinoza, 100%
3. Lindsay Norman, 100%
4. Barbee King, 100%
5. KieErra Barfield, 91.7%
Prospect-to-Tour Ratio >=25%
1. Lindsay Norman, 58%
2. Barbee King, 47%
3. Araceli Lopez, 35%
4. KieErra Barfield, 31%
5. Monny Starr, 29%
Tour-to-Lease Ratio >=30%
1. Barbee King, 47%
2. Monny Starr, 40%
3. KieErra Barfield, 38%
Lease Count
1. KieErra Barfield, 50
2. Araceli Lopez, 38
3. Kimberly Espinoza, 30
4. Guadalupe
Camacho-Santiago, 14
5. Lindsay Norman, 13