Topic: What advice would you give someone just starting out in multifamily?

I am going to be speaking to some young people who are just getting started in the Multifamily industry about how to build a career in Multifamily, working specifically toward leadership. I’d love to know what advice we long timers would give to those fresh to the industry that I can incorporate (and perhaps we can help some newbies out here, too). Lessons learned, things to watch for, nuggets to remember ... bring the good stuff, and let’s groom the future! Thanks in advance!

Care.....or leave

I love this topic and love helping the newbies! I wrote a blog post about this not too long ago, hoping it might help others who are looking to settle into their career here, and move up in the process:
30lines.com/professional-development/4-c...ltifamily-dream-job/

Don’t ever think that a property is beneath you. Take on the challenges that others won’t. Learn as much as you can from everyone you work with or for.

Don't burn any bridges, it's a tight knit industry!

What Robert Garcia said, as well as don't burn bridges. Everyone is a resource and a fountain of knowledge

Take every challenge, tough and otherwise “no one wants this” assignment/job/property/client. If you do it well, you will be so much better prepared, earn a strong reputation and will be leagues ahead of peers.

And don’t forget to ask for help!!

We are a "Service" business. "Serve" your residents and industry. Invest in industry education!

Under promise and over deliver. Make goals clear and attainable. And of course lead by example. Oh and don’t eat yellow snow.

Your guest may not always be right - but they should feel like they were the winner in every conversation.

Residents are the ones that make our paychecks possible

Ask questions. Invest in yourself and find a company that will invest in you.

This is a service business. To often I hear managers, leasing agents, regionals etc.. complain about situations - that negativity spreads. Don’t take it personal but make your service personal. Be friendly and listen.

Give the type of customer service you expect from others! This is a people business...serve them well!

All of the above plus never stop learning. Read everything you can. Ask questions. Ask to learn other positions responsibilities even if it's opposite of yours (i.e. office learn a bit of service). Be the best you can be each day.

“IF YOU’RE LUCKY ENOUGH TO DO WELL, ALWAYS SEND THE EXPRESS ELEVATOR BACK DOWN”

Get active in your local apt Assn and attend classes as well. Want to learn and work hard.

Build your reputation with long-term goals in mind.

Listen....and be be genuine, love what you do. Do not take everything personally. In a world of technology and social media outlets, people can be mean. But rise above and dont dwell on the bad comments, Take them and learn from them as stepping stones.

Every bad experience is a great lesson to be learned.

You never know who you’ll meet, or when you’ll meet them again; so never burn a bridge. If you treat everyone nicely and help those needing help, it will pay great dividends.

Always be honest with yourself and others. Trust is probably THE most important trait you can exemplify!

Always keep your desk stocked with Tylenol

1) Take your personal time. Come in on time, take your full lunch break and leave on time (unless there’s something urgent) because it’s so easy to burn out.
2) Be compassionate because you never know what’s going on in someone’s personal life.
3) Don’t get too buddy buddy with the residents.

Great topic!

Always take advantage to educate yourself from classes, books, magazines or the internet. Don't ever think you know more and can't learn more. In this industry there is always change whether it is technology, marketing, employee issues, etc.
You will learn something every day so keep an open mind and make common sense good decisions.
It's an ever changing industry, so be able to embrace change with patience and a positive attitude.

The most important advice I can share is Be Yourself, everything else just falls into place.

Truth is that the Customer is not "always" right. But they are "always" the "Customer."

Listen more than you talk.

The Residents are not the only customers. Partners, vendors, contractors and even fellow Associates are.

Be the example! Don’t come in late or take long lunches. Always double check your work and complete it on a timely manner.

NEVER burn a bridge! Every bridge is connected to another to another to another in this business.

Always remember that is a job or career for you, but for them it is their HOME. Home is the castle, where we live, sleep, feel safe, raise ourselves, our children. Never ever forget that.

I agree with Dale. It is a privilege to serve people in the most intimate part of their life... their home.

Serving is a privilege and helping find a home has impact

NEVER burn a bridge. Everybody in this industry knows everyone, they are all related, or married, or dating. Smallest giant industry you will ever be a part of.

Don’t be the problem , be the solution. Be willing to do whatever it takes. Be authentic. Earn respect and then re-earn it every day thereafter.
This is the greatest business in the whole wide world. You don’t have to graduate Summa cum laude to get ahead. Anyone with the right attitude , right smarts who are working in the right organization can get ahead.

I have a staffing service for property management. I see it all. I would choose your management company wisely. There are many out there. Some good but many not so good. Research and talk to employee’s that work for the company. Try to prevent job hoping. Keep your ears and eyes open and listen. Learn to love your job by being truly compassionate about pleasing your prospect and residents. If you don’t feel that way. Find another career.

Lead by example

Be a student of the business. Take continuing ed classes, read articles, research and ask lots questions. Also, position yourself as an answer by looking for solutions to your company’s problems. You’ll be valued and respected for it.

Always make sure every employee, in every position knows that they are respected and valued. Everyone from porter to property manager has a part to play to run the “machine” smoothly.

- Cut “that’s not my job” out of your vocabulary. No one is beneath cleaning, helping, picking up trash etc. We ALL help one another when necessary.

I agree with what Julie said. Don't make hasty career decisions. Remind them to never burn Bridges. Also, be of service to all people around you, do more than expected and never stop learning.

Never chase a dollar.

Don't break the Chain of command! Always go to direct supervisor never above her head. Shows disrespect.

People buy from people they like.
Smile. Even on the phone a smile radiates through.
Listen to understand, not reply.
Repeat information back for confirmation.
I could go on and on and on...

The work will always be there tomorrow. Not in a stressful way but staying until 6 pm closing or 8 pm won't hide the fact that there is still more work tomorrow. Work life balance is key in a successful employee

Love what you do this is someone’s home and they need to feel wanted. See the good in every thing, stay positive and take recognition in all employees as a team be willing to help build each others strengths. Always refer to the lease agreement if you don’t have a direct answer, and last but not least never stop learning. Remember we once where a newbie.

In 1978 we said "Be here now"; in 2018 we talk about "Mindfulness" and both mean "Focus - keep your head where your feet are and do what you're doing while you're doing it." Multitask with things; be present with people.

Managing an apartment community is a valuable role. You are running a multi-million dollar Business. Manage as if you own it. Use good judgment. Always better your best. Don’t manage from behind your desk. Lead by example. Take care of your customers. Retention costs less than turnover. Find a mentor. Hold yourself accountable to the highest standard. Don’t take things personally. Have an open door policy. Overcommunicate with your residents. Have fun!!

It’s a highly interconnected vertical - with lots of bridges - don‘t burn any of them!

Ask your colleagues at least 3 questions a day. If you report a challenge or problem to your supervisor, include at least a piece of a potential solution. Continuously seek learning opportunities, at least weekly.

Learn and teach.

Ask for the opportunity to get more responsibility and showcase your initiative to get more experience relevant to your goals

Show them this is NOT JUST A JOB, but is a visible and attainable career path.
I would give examples of people who started as Leasing Consultants and Porters/Techs are now Regional Property Managers, Presidents, Asset Directors, Trainers, Regional Maintenance Managers and business owners (Industry Partners). Many of us started as Leasing Consultants and Maintenance with little to no experience and have made a career out of our start (I started at $6.50 per hour Leasing and now own a $3M Staffing company and growing). Get a list together of those who started at "entry level" and grew to executive level.

Seek mentors that will help you grow and support you through the many many layers of this industry. Always seek opportunities to learn and give back to the industry whenever possible through the association, education, etc.

Remember that someone opened a door for you and one day, you can open a door for another. Pay it forward through developing others.

Those who excel in this industry are those that learn the language of upper management. Financial literacy in property management is still woefully behind, which makes it extremely difficult to align one's personal goals with the goals of the organization. The ones who rise through the ranks are the ones who push towards the goals of the organization rather than being dragged along.

Do the work. Every time. All the time. The crummy work. The fun work. The really hard work. Take the prospect no one wants, the phone call everyone dreads, the property that is cursed. Be authentic, stay out of the drama, and lead with your work. That’s how to shine.

Don’t take things personally. Mostly they are angry at the situation not you.

I just started working in this industry in December. I would have liked to know that sometimes people stand you up, don't get your hopes up on an application, Always get the money don't get payments set up, prepare for the busy season, how social media can be a part of marketing. A pointer, if in corporate or larger business, ask others for help! Never be afraid to ask for help or ask someone for an idea or a project they did at their property. Hope this goes well!

I think the most important thing to do is listen! Then, before you react, think about it some more. Learn patience

Bottom line treat others how you require people to treat you...Manage the owners check book BETTER than your own

Never limit yourself to just your job description. In this industry, we wear many many hats. Learn to do someone else's job. Don't feel like you ever have to be stuck. If you feel after a while that you are confident and can succeed in a role, apply for it! Even without a degree in this industry, you can grow. Also, the Apartment Association has great classes to further their education that they would like to take advantage of.

it should always be the Golden Rule.....

On the maintenance end, don’t panic! First make sure people and animals are safe, than asses the problem and act. If nobody else is taking charge be that person.

Find the things that nobody likes doing and do them. But don’t just do them - do them great. You will get noticed.

Sometimes you just have to find things that make feel good. Hate paperwork? Do it but plan great resident events! Hate travel? Find one thing in each place that you feels great (like a sunset). Hate doing conference calls? Lead a webinar for the team! All jobs are a off, so find joy everyday.

Be honest and genuine. Have a whatever it takes attitude. Be kind and always rememebr to have fun!

Keep in mind your personal brand!

In property management we are providing homes to our residents which is their most private personal space where they sleep trusting we will take care of them and store all their prized possessions... and as such should be treated as such!

Also, as a property manager you are being entrusted with a multi million dollar asset and that is like a small city. The Property manager is the mayor who keeps everything going.

We are helping individuals/families make a decision about their homes...their is no place more precious or sacred...

Always be your best! Never burn a bridge you never know who your boss may be one day. Never date within the industry.

Would you all share that advice with me too! I talk to a lot of young folks who are new to the industry whom are on the both the Management Side and the Suppler side, and would love to have some additional insight to share

Put your time in. Learn! Find a mentor with wisdom and treat your job like you own the company.

Transparency is the key. You will always be respected even if it is bad news!

NEVER make promises; Know your market; Market yourself; Treat everyone equal!!!

Your character is your moral compass

Learn the importance of the likeability factor. How you say hello; its not just what you say, but how you say it. Its how you look and how you move, and how you make people feel!!!

Be yourself! Get to know your prospect, find some common ground, and sell yourself. Nothing sells faster that a "real" person who isn't canned!

Relationships first, business second.

Before you say something, email something, respond to somebody ask yourself two questions, "Is it really worth it?" and/or "Is this the hill I want to die on, today?"

Don't expect a free ride. Have a good work ethic. Listen and learn. Find your mentor and question everything.

Treat people well at every level, everywhere

Be yourself. Anyone can tell a fake person. Smile and be positive. Know your market. Sell yourself first.

RUN! Don't do it!

OK, if you must do it, be really sure it's what you want. It's like teaching. You do it because you love it and have a passion for it, and for no other reason (especially not for money.)

Secondly, get educated every way you can. Here, books, seminars, classes, read your state statutes. Get the right training and keep your knowledge up to date with monthly training forums.

Lastly, treat your customers the way you want to be treated- not the way they treat you. Consider it a compliment when they bear their worst side to you (which is normally only seen by family.) Because you hold their fate in your hands your customers will sometimes act out negatively towards you in desperation. Try to put yourself in their place and respond with compassion.

Turn around... run the other way as fast as you can!

Good maintenance is hard to find... and curb appeal works wonders!

That is some of the best advice. I didn't burn my bridge. When I was laid-off from one job, I was in a casual
conversation with a former supervisor. She immediately asked me if I was interested in the job I currently have. Best decision I have made career wise so far. Networking is good.

My most inportant pieces of advice are:

Screen carefully

get everything in writing


The most important maintenance item is maintaining a good landlord/tenant relationship

Listen to your residents. I know you want to run a tight ship but I think its much better to listen to people and not try to do everything by the book. Bend a little, do not get on a power trip. I managed A+ property's and I have managed D property's. Believe it or not my favorite being about a C property. I have since long retired. As I started to climb the ladder I was determined to come in strong but as the years went by I ended up being a VP of Property Management. I tried to teach my managers to listen to their residents. Of course you have to use your best judgement some people will lie to you but I found that if you listen and get to know them in most cases you can work things out on rent collections. Everyone runs into trouble now and then and its usually embarrassment that makes them hide from you. I know most Management Company's have strict rules on Leasing an apartments, they use to send shoppers out to make sure that you were doing things exactly the way they wanted you to. I was ask many times what is the best way to lease an apartment. My answer always being the same, "I can't tell you how to lease an apartment everyone has their own style that works for them" Of course I did send out shoppers but it was only to make sure that they were not doing anything or saying anything that was just terrible. I use to also be a shopper and In most cases the leasing agents were trained to do it a certain way I always felt like the Leasing agent was reading a script to me. I find it much better to be yourself. I believe of course price has a lot to do with leasing but I also believe that most apartments are leased on the leasing agents personality. I hope this helps someone, I enjoyed my career in the Multi Family industry.

Don't take everything personally! 6 years in the business and I still have to remind myself of this on occasion when problem tenants start attacking my management style because they got in trouble.