Management Diaries: How RMK Management Drives Resident Retention

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.

Pittro oversees operations, marketing and management for more than 8,000 units across 39 properties. Her path into multifamily started with a degree in early childhood education, followed by time as a flight attendant and later work in condo management before she found her footing in multifamily.

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. She encourages her teams to stay engaged with residents long after the initial lease. “A lot of people make the mistake of saying, ‘I leased to them, that’s the end of that.’”

When it comes to real connection, Pittro prioritizes phone calls and face-to-face conversations over chatbots. She agrees that technology has its place, but says face-to-face communication, listening skills and genuine follow-up will always make a difference. “You’ve got to have your teams ready to not be afraid to pick up the phone.”

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.