I recently had some in-depth conversations with multifamily leaders on the subject of building a company's "Bench Strength" of future superstars ready to take the reigns, leading up to Rommel Anacan's webinar on "Leaders Building Leaders" (which I highly recommend).  I asked Stacey Pichette, Property and Operations Executive at Enclave Properties, about career roadmaps and grooming future leaders.  Here is her response:

Many larger property management companies do have a set road map for career progression. This will start with becoming a successful leasing agent as we all know that leasing is one of the most important tasks that we do. I personally believe that all team members participate in the leasing process. After an employee has shown a strength for leasing and customer service, typically 1-3 years depending on the employee, we would begin teaching them about financials. Specifically, working within the set budget and learning more about the "bottom line" or return on investment. After an employee understands the financials, and is able to maintain their leasing expertise, a job sharing experience should be introduced. Many office workers have no idea what it is like to be a groundskeeper, maintenance technician, or property manager. Spending one on one time with other team members generally brings the whole picture together. When spending time with the property manager, I would emphasize the importance of interacting with the property owners because if the owner isn't happy, no one is happy. In my experience, the easiest way to make and keep an owner happy is not just showing up for work, it is working within the budget, ensuring the property is profitable, and maintaining the team working environment. Again, happy employees work harder and appreciate their roles more. After the job sharing experience, you as the property manager will know if this person will be successful in other roles. The employee will also know what they like and dislike about each role to be able to make an informed decision for their own career path.

When working for a smaller company, there may not be a road map for progression. It is more - if you want it, prove it. The old saying of "you can't help someone who doesn't want to be helped" is very true. I have had employees that were clearly interested in learning new roles and I was able to mentor them.  When someone wants it, they show it, and they work hard to earn additional responsibilities. The best example is the leasing agent who is ready to diffuse an upset tenant before they march in to the manager's office. This employee knows the tenant is upset and takes the time to show empathy, offer solutions, and show appreciation for them. Without tenants, none of us would have jobs! One thing I've told residents over the years, is that we are real people too. We understand that you may need to make a late payment due to a job change. We understand that you need ample heat and hot water. I've had a lot of success building a positive rapport with residents (and my team) utilizing this approach. 

I truly enjoy sitting down with my employees (at least yearly) to complete performance reviews. These are all confidential, one on one, and include goals for the upcoming year. For some employees, their goal is to be more consistent with using the time clock. Let's face it - we all have that one employee that forgets to clock back in after returning from lunch. For others, the goals include completing certifications such as NALP or CAM. The employees that aspire to continue their education, volunteer for community events, and show a genuine interest in the business are the employees I will invest my time in. I personally love to train new employees and in my current role I'm responsible for this throughout our entire portfolio. This provides the opportunity to see where an employee's skill set is from the beginning and determine where they see themselves in 5 years. The leasing agent that dresses in a suit and always has a smile on their face - the assistant manager who is helping an elderly tenant carry groceries into their apartment - the maintenance technician who is pursuing their HVAC and CPO certifications at their own expense - These are the qualities that are important as we develop our future leaders. Anyone can sit behind a desk and collect rent. But it takes a special person to truly be a property manager.