Enter your email address for weekly access to top multifamily blogs!

Multifamily Blogs

This is some blog description about this site

Problem-Solving at a “Hell on Wheels” Apartment Community

Problem-Solving at a “Hell on Wheels” Apartment Community


Every apartment community has its own unique personality.  In fact, it is very likely that the one you are working at right now will fall into one of the following three personality categories:


1.       Hell on Wheels: A difficult, demanding, back-breaking, problematic community.

2.       Easy-Going: An average, occasional challenge, mostly pleasant community.  

3.       Push Button: A simple, no sweat, uncomplicated, “daily vacation” community.


In my previous blog, Can a “Push Button” Community Impede Employee Potential, I discussed how spending too much time at a “Push Button” community could potentially mask an employee’s true performance abilities.  

Now it’s time to head on over to the “Hell on Wheels” community.

If you are currently working at this type of community there is good news. You are being challenged!  I know it might feel more like a daily struggle but there are plenty of differences between the two. The energy of a challenge is totally different from the energy of a struggle. One sucks the life out of you, while the other makes you stronger—really. 

  • A struggle makes you want to shrink back. A challenge helps you grow.

  • A struggle wants you to give up or give in. A challenge encourages you to press on.

  • A struggle breaks your strength. A challenge develops your strength.

  • A struggle exposes what’s lacking. A challenge unveils abundance.

  • A struggle says, “You can’t do this.” A challenge says, “You have what it takes.”

Through each challenge and conflict, you become energized.  

Here’s the thing – leadership IS a full-contact sport and it’s certainly not made for benchwarmers.

Great leaders often rise out of great conflict. Don’t fear it; embrace it—it’s your job.  The key is to recognize the conflict before it hits you head on, understand the nature of the challenge, and bring a swift and just resolution to it. This comes with experience.

1. Put on Your Daily Armor

You may have heard the saying, "When life gives you lemons, make lemonade!" Lemons are like the "sour" challenges of life. Dynamic leaders use problem-solving skills to turn those lemons into sweet success; like lemonade!

The Armor…

  1. Think about the problem

  2. Consider information and choices

  3. Talk to others involved

  4. Solve the problem 

2. Problem-Solving Skills in Action

If you have spent any time in this industry I expect that you have some amazing stories of your own to share. In fact, I would love to hear about them. Here are a few of my own—the challenge, the approach, and the outcome.

The Resident Challenge: I received a call from a resident who appeared to be very upset. He asked if I could come to his apartment immediately because he was not feeling well. I knew him pretty well and didn’t think twice about jumping out of my seat and heading to his apartment. He lived alone and didn’t have any family in the area. But then my problem-solving skills kicked in.

  1. Think about the problem- What could the problem be? Is it life threatening? Probably not, if he can still speak. Ok—I will go.  

  2. Consider information and choices- Wait! Why is he calling me and not 911? There is no emergency contact information in his file. Is it a trap? I think I should ask the maintenance manager to accompany me to the apartment. Something is fishy.

  3. Talk to others involved-I immediately called the maintenance supervisor and asked him if he had seen Mr. Ed this morning. He would always take walks and swim laps in the pool. His answer was “no.” I quickly brought him up to speed and we headed to the apartment with our walkie-talkies in-hand. This was before cell phones.    

  4. Solve the problem- We knocked, knocked, and knocked. There was no answer. We opened the door very slightly and could see Mr. Ed lying on his back on the floor—naked! He was moaning loudly. Before we entered I called the assistant manager on the walkie-talkie and told her to call 911. They were more than 15 minutes away. They asked if someone knew CPR and encouraged us to begin performing it until the ambulance arrived. So, we did.

Mr. Ed passed before the ambulance arrived at the hospital. The person who called my office was not Mr. Ed, but his neighborhood drug dealer who apparently had joined him for a little party that went really bad. At least he was kind enough to place a call for him. Mr. Ed died of a cocaine overdose. His apartment became a drug crime scene. He had bags of just about every type of drug stashed in vents, cabinets, outlets, etc. Apparently, his $10,000 per month income and the Maserati he drove were not a result of the money he made working in the banking industry.

The Employee Challenge: I became very close friends with my assistant manager. We decided that it would be a good idea to become roommates and save money. Genius! Her work performance began to deteriorate, and I was advised by my supervisor that I needed to write her up. If she didn’t improve within 30 days—terminate. Oh, what a joyful time this was in my career.

  1. Think about the problem - What? Remember, business is business, it’s not personal. Just follow the procedure in the policy manual. So, I set up a meeting in my office and presented the issue to her. She was fuming mad, but agreed to sign the counseling slip. The next 30 days were not enjoyable at work or at home.  

  2. Consider information and choice - She did not improve. In fact, her performance was worse than before. My supervisor encouraged me to terminate her, ask for her keys, and give her 30-days to vacate. Oh, I guess I failed to tell my supervisor that she lived with ME! Surely she will leave quietly and not force me to evict her.

  3. Talk to others involved - Although she was no longer an employee, she was still living on the property in MY apartment. You could have cut the air with a knife. But, she had no money and no place to go—so she stayed for the full 30 days. I consulted my supervisor and our legal counsel because I had a very bad feeling that this situation was about to become very hairy.

  4. Solve the problem - As I feared,I had to evict her from my apartment. She fought it until the very end. It was not pretty. Needless to say, we are not friends anymore.

I learned several valuable lessons from this experience.  

  • Don’t befriend your employees, but if you do, you must be able to separate your friendship from business.

  • Don’t let your emotions drive your decisions. Think before you act.

  • Never share an apartment with another employee, especially when you are their supervisor.

The Property Challenge: There were so many it was difficult to choose just one. So, as to not discriminate, I decided to simply list all of the ones that are deeply seeded in my memory under “think about the problem.”  

  • FBI surveillance on multiple residents.

  • Mangrove Trees surrounding the perimeter of the property and obstructing expensive views

  • Not enough parking for 100% resident occupancy

  • An entry-gate that would fail hourly and the arm would hit the cars as they would pass

  • High maintenance, high demanding “lawyer” residents

  • Hallways that would flood when it rained. Then the paint would peel.

  • Formosan termites

  • Murder and suicide

  • Backed up lift-stations

  • Hurricane Andrew 1992

  • Employee-resident relationships gone bad

  • Employee theft and drug addiction

  • Sink holes and deteriorating Masonite siding falling off buildings

     

How many times over the years have you witnessed otherwise savvy professionals self-destruct because they wouldn’t engage a challenge or a conflict like some of those listed above? Putting one’s head in the sand and hoping that things will pass you by is not the most effective methodology for problem-solving. Or even worse, letting one’s emotions drive decisions. It is not at all uncommon to see what might have been a non-event manifest itself into a monumental problem if not resolved early on.

So the question then becomes how will you respond when your next challenge arises? The more experience you have with challenges the more likely you are able to minimize the severity by dealing with it quickly, and in some cases even move into prevention mode. 

We all know the story of Thomas Edison. Although the exact number of tries has been debated, ranging from 1,000 to 10,000 attempts, it's safe to say he faced challenges, tried, and failed a whole lot before he successfully created his beacon of light. His response to his repeated challenges and failures, “I have not failed. I've just found 10,000 ways that won't work.”

I wonder if he ever managed a “Hell on Wheels” apartment community because this pretty much sums it up. We learn from failure, we learn in the trenches. Sometimes we win. Sometimes we lose.

Great lessons can be learned while working at a “Hell on Wheels” apartment community.

 

Rate this blog entry:
3
 
This comment was minimized by the moderator on the site

This article is good not just for a "hell on wheels" community, but sometimes a "hell on wheels" period in your life. Thank you for sharing it with us! You are very right....

  Krista Washbourne
This comment was minimized by the moderator on the site

Krista,
Thank you for your response. I agree.

  Maria Lawson
This comment was minimized by the moderator on the site

This is a spectacular illustration of a true statement! Love this article, Maria and agree with it 100%. The Stars always shine brightest when plummeting to new depths and rising to new heights. The problem is for some is that you may know this, but do the higher ups support and recognize it of their talented team members? If you stay on the course every single day without hearing any words of encouragement, sometimes, you come to accept your job at those terms. When I was an administrator, I used to challenge those teacher assistants to go back to school and get their certifications and degrees and I actually used to tell those lead teachers to take their teaching to the next level - the public schools. People do become complacent and then lazy because it is easy to stay still and difficult to look for new ways to grow and develop. Thank you for sharing your expertise!

  Mindy Sharp
This comment was minimized by the moderator on the site

Thank you, Mindy. I appreciate your very insightful response. "Do the higher ups support and recognize talent?" Sometimes they do and sometimes they don't. That is the unfortunate part--we are all human. As a supervisor I always made an effort to move below the "popular" layer of employees and seek out the "hidden diamonds." You can say it was sort of a payback for someone who did the same for me. There are a lot of talented employees who do get looked over, and then they move on. Maybe they are heading to your community? :)) Happy New Year, Mindy!

  Maria Lawson

Comment Below

  1. Posting comment as a guest. Sign up or login to your account.
Attachments (0 / 3)
Share Your Location
Automation has become a hot topic within multifamily. As its functionality has proven to be an asset to modern leasing strategies, its use is only going to ramp up. After all, automation technology simplifies and maximizes the leasing process for both customers and onsite teams. It has not only enhanced, but future-proofed apartment leasing and is now a key integration within CRMs. As more and more consumers have been making big-ticket purchases online, like new cars and homes, virtual content a...
  What I look for in top leasing talent.   Most blog posts about the characteristics of the effective leasing professional would start with words like positive attitude, goal oriented, relationship driven, and committed to service. You would add qualities like professional in image and self-motivated; someone who loves people. The usual stuff we have heard forever!   These are all admiral traits and ones we would love to see in all the onsite team. Right?&...
It might be cold outside in some parts of the country, but that is no reason for that to put a deep freeze on your resident engagement and leasing activities. However, it may require you to put more heat on that creative bone of yours! The apartment community I live at just had a wine and charcuterie night (my community knows me well...I love any event when wine is involved)! But it got me thinking of attendance. You see, the apartment community I live in has four buildings. Meaning, reside...