Over the years I have been privileged to work with some World Class On-Site Managers; Men and Women who take ownership in their work. Unfortunately these indispensible “Superstars” or “Linchpins” as Seth Godin calls them in his book Linchpin, are not as plentiful as one would expect for an industry populated by upbeat, energetic extroverts. In fact, finding these remarkable people can be downright frustrating.
In our industry there are a number of traits that contribute to a person’s ability to be extraordinary. One of those key traits is how well the On-Site Manager knows his or her stuff; otherwise known as deep domain knowledge. In this case, their domain is their staff, their building, their community, their policies, their residents and their market.
A Linchpin has a need to make a difference and instinctively knows that mastery of these key job responsibilities is the first step in the process:
- The Team: A Linchpin knows each and every staff member personally, knows about their personal victories and challenges, their motivations and the important people in their lives. A Linchpin also knows about the contributions they make at work and is there to coach and counsel for success.
- The Property: A Linchpin knows each room in each building and has been in them all within the last 30 days. This Manager knows first hand what is in need of repair, what is under repair and when those projects will be completed.
- The Community: A Linchpin can tell you without hesitation why the neighborhood is the best around. They can tell you what schools, places of worship and bus stops are nearby and will have information available to give out. He or she will also be able to direct prospects and residents to parks, city services, shopping areas and places to eat.
- The Policies: A Linchpin Manager always knows the Rules and Regulations of the community as well as any state and local codes. They also enforce the rules with respect and empathy for their residents.
- The Competition: A Linchpin Manager is hyper sensitive to market conditions, competitors and shifts in community trends. They know how to obtain this information and how to tap into the community grapevine without contributing to it.
- The Residents: The remarkable On-Site Manager knows a little about each resident and why they chose the apartment community. The Linchpin manager is friendly without becoming friends and often detects the warning signs of an unhappy resident in time to make a difference.
If you think these traits are obvious and common, think again. The industry is crowded with seasoned managers who don’t know or don’t want to know what is important to their residents, their employees and to the financial health of their property. This only serves to make the remarkable few all the more valuable and sought after. If you are fortunate enough to have a Linchpin on your team let them know how much you appreciate their contribution. If you don’t, a competitor most certainly will.