According to the customers who come to see me after a bad experience, It is the leasing staff not being friendly and/or being rude to them (these are the exact words the customers have used).
This is coming from customers moving from a community and prospective tenants visiting a community.
I have noticed a pattern of several of the same communities in my area where these comments are a result of.
I am in South Carolina where nearly everyone is friendly and hospitable, so being rude and unfriendly is very noticable and unwelcome behavior in customer service.
For me, personally, I would have a bad experience if I were in line waiting on something, could be getting gas or a parking spot, and someone jumps in front of me, as if I wouldn't notice. Of course, I would say something and it could get ugly, depending on their response.