After all, the last time I worked onsite as an associate was 2011.

So, I stepped back in. I answered calls. Greeted walk-ins. Did balcony audits. Checked parking spaces for junk. And spent hours helping teams dig through CRM chaos. (One manager gave me access to their CRM on day one and said, "Respond to as many leads as you can—I'm swamped!")

It didn't take long for some big lessons to surface...lessons that inspired me to adjust how I train and coach, and double down on what still works. I'll unpack these in more detail over the next few weeks, but here are the big ideas I've learned from going undercover.

We've added so much tech to make things easier...but for all the efficiency, I saw people working harder to manage systems than to connect with prospects, residents, and each other.

Now there's confusion: When do I step in? When does the AI handle it? Should I greet this walk-in or direct them to a self-guided tour?

That tension inspired me to refine a key piece of my training: helping teams find the right balance between Tech and Touch. When teams learn how to let systems work for them, and keep people front and center, it makes life easier, work more effective, and helps humans feel more human again. 

The drive toward centralization and efficiency has created a quiet burnout that isn't being talked about enough. I saw incredible professionals just trying to keep their heads above water, while still trying to deliver on their responsibilities to prospects and residents ... and corporate. 

It's no wonder people feel stretched thin.

That's why I've been working closely with leaders on how to lead sales teams in this new reality...how to build clarity, motivation, and emotional resilience in a world that's moving faster than people were designed to move.

That changes the role of the leasing professional. They can't just give information anymore; they have to interpret it. They have to help prospects make sense of what they already know, and shift from being information givers to trusted advisors-who know how to manage a high volume of leads. 

Onsite teams are under pressure from all sides. In that kind of environment, leadership isn't nice to have, it's a must have. 

The biggest shift I've seen making an impact? Moving leaders from a manager mindset to a mentor one. When they do, they build confidence, create clarity, inspire courage, and strengthen connection in the people they lead.

In the next few weeks, I'll unpack these ideas one by one—sharing real stories from the field, what they taught me, and how companies can apply them to build stronger teams, deeper connections, and better results.

Until then, you just may see me undercover at a community near you!