In this episode of Management Diaries, Diana Pittro, executive vice president at RMK Management, joins MHN’s Denile Doyle.

We talk about leasing, resident retention and how the role of the leasing professional has changed over the years, going from a side hustle to a respected profession that requires skills and experience.

When hiring leasing staff, Pittro looks beyond energy or a bubbly personality. For her, the right attitude sets the tone for meaningful resident connections. “The world is full of different people, so sometimes that connection is easy to identify, but sometimes it isn’t,” says Pittro.

Here are some highlights from this episode:

• (10:56) Why turnover continues to challenge operators, and how transparency and strong training can help.

• (13:09) How using secret-shopping reports and performance tracking can identify gaps and reinforce best practices without penalizing employees.

• (17:59) The key elements that enable a leasing staff to make a great first impression.

• (27:00) The importance of asking the right questions during the resident renewal process.

• (32:21) What Pittro is prioritizing for her leasing teams in 2026.