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    Upon conclusion of a three day NALP course in Orlando, the students were asked to share what they would change as a result of their attendance.

"I will go back to my office with several innovating marketing ideas, closing ideas and sales tools that I am anxious to have implemented with our entire leasing staff, management and service techs. I sincerely feel I've gained very valuable tools to provide for the rest of my team. Thank you!"

Patty Boukater
Leasing Consultant
Eagle Realty, Camargo Club Apartments










Andrea Bucci, the Community Director at Manor Row for Park Central listed these things she would do:
  1. Work more closely with our leasing staff,
  2. Use the power of permission,
  3. Listen to my residents,
  4. Include the rest of my staff in all that I have learned,
  5. Get more involved in training at a company and association level,
  6. Hopefully communicate better as a whole,
  7. Shake hands as a rule,
  8. Remember that what people generally want is trust, choice and control,
  9. And use knowledge gained in all aspects of life.
Christopher Ronzo, a Leasing Professional at Park Central, said that there were some things he would do differently as a result of his attendance at NALP. He said he would be more consistent in greeting guests and more patient in working with them. In addition, Ronzo said he would substitute commonly used words with words that were more customer-friendly. Examples: changing hook-up to connection, amenities to showcase, and prospect to guest. He also said he would change the wording in some brochures and paperwork, prevent showing personal feeling, share information with co-workers and managers about areas that need improvement, be more proactive over the phone, and implement new ideas created while attending NALP.

Maria L. Rodriguez, a Senior Leasing Professional said, "Actually, I don't feel intimidated anymore with the relationship between management and myself. I know now what a great job I do and what an outstanding leasing consultant I am." Rodriguez said she would use welcome cards, show the model with more personal safety precaution, use better communication skills when greeting customers and indicated that she felt more confident to deal with difficult residents and guests.

Michelle Phillips, an Assistant Manager at the Arbors at Maitland Summit for ZOM Residential Services, said she would, "do move-out gifts to residents leaving our community and inspect their apartment after receiving their Notice-to-Move."

"NALP has been a tremendous confidence builder for me. This month I was very abruptly moved from a full-time field position to a full-time front office position. It was a complete shock to me. I have been in this line of work for three years. I considered leaving, however, thanks to Carol Levey, Neil Fjellestad and the overall context of the course I am ready for the new challenge of mastering the leasing aspects of the 'rental business.' I have a new outlook. I will be more attentive to our prospective residents' needs. This was a wonderful course. I look forward to expanding my horizons with another NAA course."

Patrick Matthews
Customer Care Representative
Prestige Vacation Homes
"I will listen more and talk less. I have much more confidence in my ability to do my job effectively under any circumstances."
Sallie M. Kieffer
Windover and Golden Point of Melbourne, A&M Properties
Judy Solano, an Assistant Manager at Golf Brook Apartments, said she would, "Follow fair housing rules more closely. I didn't realize how important these laws are when you're leasing an apartment."

"What I will do differently: listen better, ask permission, follow up more diligently, and not only know my product, but know my market."

Carolyn Grimes
Leasing Consultant
Altamonte Bay Club Apartments, Berkshire Realty
"I will be more effective in listening to people and trying to accommodate their needs more effectively. I will be knowledgeable about my surroundings to help future residents to adjust to the area. I will also be more aware of my personal safety when showing apartments."
Michelle Williams
Leasing Consultant
Pines at Monterey, McKinley Properties
"By attending the NALP class, I wanted to gain experience by interacting with others in the leasing profession and have more knowledge."
Veronica L. Starling
Leasing Consultant
Pointe Vista, Cameo Professionals
"I have learned very good skills and this has been a good experience for me to share ideas with other property management professionals. This class will help me to be a better leasing agent."
Maria Vasquez
Leasing Agent
Hidden Creek Villas, Cameo Professionals
"I have learned great marketing skills and wonderful ideas for our future residents and for our residents now!"
Jessica Fisher
Assistant Manager
Waterford Pointe
"What I have learned is mostly to ask before just doing something and I have also learned more about fair housing and marketing."
Kelli Tull
Community Manager/Area Manager
Sterling Crest Apartments, Royal American
Desirea Whitney, Marketing Representative for Hawthorne Village Apartments, said she learned: "Every situation is different. It is okay to be myself as long as I don't use my personal opinion instead of a professional response. Ask permission. Education is a must. Not formal, but industry and first-hand education. A happy, comfortable leasing consultant makes a happy, comfortable guest/resident."

"I will feel more comfortable with answering customer questions pertaining to fair housing laws. I will use examples given in the class for different closing techniques. I will never forget how I started in the industry and hope as I grow in the industry that I will succeed and be a National Trainer someday."

Shanalee Mostafa
Assistant Property Director
Toscana at Metrowest, ZOM Residential Services










"I found the NALP class to be very informative. I learned a lot of great closing ideas. I am walking away from this class feeling refreshed and with a new spark. I appreciate the opportunity to attend this course and will encourage others to attend. Thank you Neil and Carol."
Jill Green
Leasing and Marketing
Centergate Metrowest
"I will go back to my job with more knowledge of the industry and be more confident in my explanations to future residents. I will also understand the legalities more accurately so that discrimination, knowing or unknowing, can be lessened."
Stephanie Somerville
Leasing Agent
Spring Harbor, Reliance Management
"I learned a lot out of the NALP class. It gave me tools to use in each category. For example - greeting and qualifying. I thought I was very strong but learned additional methods from the class that definitely will be effective for me. I benefited from the interaction in the class. Many of the things that were shared from other companies were useful for me. I was very glad to learn that other companies have shared the same issues, complaints and concerns that we all do. A friend recommended this class to me. I am recommending it to others as well. I'm glad I came, and my friends that I brought with me are, as well. I feel it was important to attend as a team. Thank you."
Lizandra E. Rivera, ACD
Dover Village, United Dominion
"I'm going to be more confident when greeting (handshake) my clients. I will be able to close more effectively and show my staff too! I have some great, new ideas I will definitely put into place."
Cassandra Emery
Assistant Manager
Cypress Greens Apartments, Epoch Management, Inc.
Jeanette Lopez-Hiller, a professional with 7 years of experience in the industry, said she learned: to listen better, put time into everything, use different names on things such as "courtesy attendant", be proactive about service requests and work closely with service technicians, concentrate more on phone calls - they are worth lots of $$, maintenance personnel are very important. She also said she will practice "closing" in the model, work with her surrounding communities to provide services to help residents, and try to implement every new technique on her property.

"What I will do differently after what I have learned at the NALP class is: I will use many different closings and customer service ways that Carol presented in class. I do feel that this was a great refresher, because in the everyday business you sometimes lose sight of the right way to do things."

Heather Leigh Vansciver
Douglaston Villas, AIMCO
"Carol Levey is an excellent NALP instructor. She explains the situation to the everyday world. My telephone skills will definitely improve from what I have learned, greeting skills, I will also have a stronger closing. Fair housing is an interesting subject. It's scary, because you never think about what you can or can't answer when you are with traffic. I definitely would take this class again. Thank you, Carol!!"
Linda Sims
Assistant Manager
The Park at Countryside, America First Properties
Wendy Johnson at Polos South with Epoch, said she would: "Try to listen better, talk to my boss about charging everybody's application fees and be more careful regarding fair housing laws."

"I'll fill out welcome cards more completely. I'll make sure I shake everyone's hand and smile while I talk to someone on the phone. I'll let the new resident open the door to the model and use 'May I.' I've learned so much in this class and will take everything I've learned back to the office. Thank you so much, Carol and Neil."

Jennifer Hogan
NTS Development

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