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2021 Rewind - Creating Empowered Teams for the Future of Multifamily

2021 Rewind - Creating Empowered Teams for the Future of Multifamily

Training is so much more than onboarding and the basics of property management.  Effective training empowers our team members to grow and thrive, pushing the boundaries for what we can achieve in multifamily.  It not only builds their skill sets, but inspires them to passionately approach their job as a career.  In that way, training isn’t just about learning how to cross their t’s and dot their i’s.  It’s about building a culture of constant improvement and a love for learning. 

For those who have joined us this year on our Webinar Wednesday adventure, we thank you and hope you have enjoyed your time with us, as much as we have enjoyed our time with you.  For those who haven’t yet joined us, we hope to see you soon!  Here is a glimpse of this year’s journey:

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Putting our money where our mouth is – The 4 Star Challenge ⭐⭐⭐⭐

Putting our money where our mouth is – The 4 Star Challenge ⭐⭐⭐⭐

There are two critical keys to effective training: 1) Great content, and 2) High engagement. If either of these pieces are missing, then team members simply won’t embrace their training. Unfortunately, many people have been burned by boring training that causes pushback from the on-site teams, so we have decided to be BOLD! We are putting our money where our mouth is and guaranteeing that if your teams don’t rate our series at least 4 out of 5 stars over the course of one quarter, we will refund you every penny!

We bring in the top speakers in multifamily, not just from a content perspective, but who are also dynamic and motivating! And now, you don’t have to take our word for it. If we don’t meet your team’s expectations for quality training, then that first quarter is FREE!*  Take a look at the schedule and consider this: If your teams are guaranteed to LOVE this series, or it’s free, will it benefit your company to bring in the top trainers, speakers, and mentors in multifamily?

See the full Webinar Wednesdays Lineup HERE. Then, contact us to get more information on how the program works! 

We can't wait to see you!


Click here to see the terms and conditions of this program.

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Leveraging Training to Enhance Your Property’s Service and Bottom Line

I had the pleasure of joining the incredible Mindy Price on the Multifamily Leaders podcast!  I share a little of my story in multifamily, and then we delve into enhancing your company's training, specifically digging into the critical role of engagement.  No matter how good the lesson is, if team members are bored and barely holding on, then they will learn very little.  So we discuss a few of the  keys to ensuring training success!

 

 

In this episode, Brent Williams reflects on his beginning in the multifamily industry and how his experience as a resident led him ultimately to launch Multifamily Insiders. A resource for professionals to share ideas, best practices, and emerging trends, it now has over 300,000 unique visitors to its website every year. With his entrepreneurial background, Williams advises people not to fear failure.

Mindy and Williams next shift into discussing MFI’s Webinar Wednesdays series and the pandemic’s impact on the training sessions offered by speakers.

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Listening to Calls is the Secret Sauce for Leasing Agent Training

Properties pivoting in the time of COVID require nimble responses and openness to change. This pivot also provides a perfect opportunity to get back to basics when it comes to leasing agent training.    Last week, I had the pleasure of hosting a virtual chat with Katrina Greene, CAM, NALP Trainer, and Senior Regional Property Manager at Sheehan Property Management, about leasing agent training in a time of crisis, and why listening to leasing agent phone calls is an incredibly valuable coaching tool.    “During this time where everything feels uncontrollable, leasing agents seem more open to training,” she said. Katrina listens to calls to reinforce what’s working and identify opportunities for improvement — not only for the leasing agents, but also for the properties as a whole. She said it’s important to give your team permission to fail and permission to succeed while demonstrating ways to improve — not just telling them what to do.     Share Leasing Agent Calls to Benefit All   Listening to calls may feel invasive and certainly, if live, put a great deal of pressure on the leasing agent. With a variety of technologies available today, agents can record calls and submit them to their Property Manager for later review. Property Managers can review the calls using software that allows them to insert comments or break the call into segments within the conversation to make it easier to consume the feedback.   “I equate reviewing calls to something like judging figure skating, where there are two areas......
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Four Ways to Make Every Day a Friday

Four Ways to Make Every Day a Friday
Author's Note: I wrote this blog post before the COVID-19 crisis hit and kept re-scheduling and re-scheduling it as I wrote more COVID-19 related posts. As I re-read it I believe that doing these things are especially critical now, so here it is! Enjoy! _________ Studies have shown that 70% of employees are disengaged at work. If you’ve read my blogs or attended any of of my talks or seminars around the country you’ve probably heard me use this stat a lot, especially in my leadership sessions. When I mention this stat I use it to motivate managers and leaders to become better managers and leaders and also as a “reality check” to them because they set the temperature on their teams. Today, I want to use that stat to motivate YOU-even if- especially if-you are one of the “disengaged” employees that go to work everyday and hate it! Your Reality Check If you go to work everyday and you feel disengaged, what will YOU do about it? Life is too short to spend 2,000 hours a year at a job that you hate! So, with the exception of quitting your job and finding a new one, you have several options to choose from: Continue to work at a job that you don’t like Change something about the experience so that you do like your job Look, “If you cannot get out of it (your job)-get into it!” Why not make every day a Friday instead of a Monday??? Here are four ways to do that… One: Con......
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Ask yourself this BEFORE responding to an angry customer!

Ask yourself this BEFORE responding to an angry customer!
As many of you know from 2005-2006 I was the customer care manager for a large regional property management company in California. My main role was to connect with residents who were not satisfied with their experience with us and try to make them satisfied again. In a year’s time I had about 3,000 contacts with residents over the phone, via email, feedback cards or letters. My friends thought I was crazy to take the job, seeing as I had to interact with angry residents all the time. And while there were a few times (okay, maybe more than a few) when I thought my friends were right and I was crazy, I have to tell you that dealing with residents wasn’t the only difficult part of the job! And sometimes it wasn’t even the most difficult part of the job! Allow me to explain. Once I finished speaking with a customer about their negative experience I then needed to contact the onsite team (typically the manager) to get their take on the situation and see if I could find a “win-win” solution to the problem. I found that many of the onsite teams were not receptive to finding “win-win” solutions, especially if they felt that their customers were wrong (or lying, or signed the document, or is gaming the system, etc.), so they would often say “NO” even after repeated attempts to get them to change their mind. Then I’d let the customers know that the managers wouldn’t change their minds, to which the customer......
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Let's Help, Not Direct and Delegate: Developing Onsite Talent for Future Leadership Roles

Let’s Help, Not Direct and Delegate. Developing Onsite Talent for Future Leadership Roles    Developing onsite managers to move into upper management. Finding talent in the multifamily and student housing industry is always a challenge because let’s face it……this job and industry is not for everyone or the thin skinned.  When you find those diamonds in the rough you want to develop, train and hold onto them for dear life because we cannot operate or do our jobs without the life support from the on-site managers. I came into student housing as a Leasing Manager after transitioning from the hotel and hospitality industry. My passion has always been customer service and providing exceptional experiences for people.  While many skills overlapped from hospitality, there were tools I needed to feel comfortable and grow in my position within student housing. I have strong mentors and support from my leadership at two student management companies over the last nine years. As of 2013 I have been a Regional Leasing Specialist that reported directly to the VP of Leasing and Marketing (and veteran in student housing), Barrie Nichols. I am now one of those team members in the leadership role that is supporting the onsite teams, recruiting talent from different industries and spending a lot of time with the managers. I am lucky to say that several people are now veterans in the industry and have even obtained prestigious awards for themselves and their properties across the United States. Below are three tips I have used to......
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Build Longevity in Multifamily

To those peering in from the outside, the apartment industry might appear fairly straightforward with a short list of potential career opportunities. Essentially, your only options are leasing agent or community manager, right?   In an effort to recruit fresh talent and retain high-performing associates, the industry has worked diligently to erase that misnomer. The multifamily industry is actually a diverse field with a wide range of employment options and growth opportunities, ranging from the aforementioned onsite associates, operations, maintenance, IT, marketing and beyond.   As the industry aims to incorporate and retain talent, part of the challenge for apartment operators is to communicate the merits of multifamily to prospective newcomers. Another is to genuinely demonstrate the attributes of the industry and provide a clear path for growth to new associates. Not everyone realizes the multifamily industry is able to provide true careers. Here are a few ways to ensure that you are providing new team members with the tools for success and increasing your chances that they will remain with your organization.   Provide proper training There is nothing more intimidating to a new associate than being thrown into the fray without clearly defined duties and without much background on how to perform those duties. On the flipside, no one wants to feel too coddled. Strike the balance that will give new team members the resources to succeed and enough knowledge for them to apply what they learn to new ideas or initiatives. Whenever you implement a new software sy......
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The Cost of Untrained Leasing Consultants

The Cost of Untrained Leasing Consultants
Most of us have published an ad looking for “experienced leasing consultants” and received an array of resumes that may have included a rookie or two. Sometimes, we try our luck with first-timers; maybe because something sparked our eye, or maybe we’re just desperately in need of new talent. Sometimes, we find people with experience, and sometimes an impressionable candidate finds their way onto the top of the pile, regardless of their experience in multifamily. I’ve had the pleasure of training diamonds-in-the-rough a few times, but more often than not, due to time constraints and manager obligations, consultants are thrown into the fire, head first, and told to take an online leasing class or wait until a company trainer comes in. So smile, answer the phone, and lease. The number of leasing consultants that are on the front line that lack proper training is surprising. This is often because companies either don’t accurately assess the legal and financial ramifications of untrained staff, or they have not allocated the time or resources necessary. I preach an old saying that multifamily vets know all too well, “It costs money to make the phone ring.” And how much does it cost? Usually quite a bit. Even with a minimal marketing budget, you’re ideally still allocating funds for “curb appeal” i.e. flags, banners, signage. With larger budgets, allocation for ILS services for lead generation, SEO, answering services, chat bot, websites, and tracking systems are standard. Not to mention the presence of any outreach marketing, resident and employee events......
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Turnover or Turnaround? - What You Can Do to Improve Your Company Leadership

How many times have we come across an article on social media that offers the answer to why employees leave? Often, these articles cite bad hiring at entry level, or poorly-structured work environments as the cause, leaving immediate supervisors and regional managers out of the equation. As a performance coach, I find that most companies don’t recognize the need for additional training in management and leadership.   If managers and regionals are having issues retaining employees or managing properties that aren’t performing, it’s not always due to bad hiring. Have we considered that many managers and regionals have never learned the skills to excel as leaders?  The worst offenders are often the most clueless. They don’t understand the severity of their actions toward employees and team members, often to the point of being a liability for lawsuits claiming a hostile work environment. Ever heard the saying, “You can lead a horse to water, but you can’t make him drink”? Anyone who has wanted someone they know to attend counseling will understand that if a person doesn’t realize they have issues, it’s extremely difficult for change to actualize.  So, do we need an intervention? Yes!  Self-realization is key. It’s difficult to coach people who don’t know they need help. Chances are, systems are not in place to identify employee deficiencies specifically. A yearly performance review is not the way to solve management and employee problems. While it can identify problem areas, a review does not provide solutions to those problems. Your company needs an intervention that ......
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