From Basic to Brilliant: Turning Average Teams into Standouts

In today’s competitive apartment industry, “good enough” isn’t enough. National speaker Michelle Molinaro delivers this high-impact session to help apartment professionals transform average leasing teams into confident, high-performing standouts who consistently deliver exceptional experiences.

Participants will learn how to shift mindsets, sharpen sales and service skills, and create meaningful, repeatable moments that leave a lasting impression on both prospects and residents.

Learning Outcomes

• Identify the habits and behaviors that separate average teams from top performers.
• Build a service mindset that drives resident satisfaction and retention.
• Turn everyday interactions into memorable resident experiences.
• Understand what a “magic moment” really is — not a grand gesture, but a thoughtful response that turns challenges into trust, advocacy, and positive reviews
• Learn how meaningful communication, accountability, and team morale creates residents who don’t just stay, they genuinely support your community