If you've worked in multifamily for more than a week, you've probably been yelled at by a resident.

Maybe it was over a delayed work order. Maybe it was a rent increase. Maybe it was something completely outside of your control.

One of the biggest leadership lessons I've learned in this industry is that the most effective property management professionals don't take those moments personally—they listen first.

That was one of my favorite takeaways from the very first episode of The Property Playbook with Teri Johnson, Vice President of Operations. Teri has spent nearly 20 years working her way from leasing consultant to executive leadership, and one theme came up over and over throughout our conversation: great leadership starts with emotional intelligence.

One story especially stuck with me.

Early in her career, Teri ignored what seemed like a minor resident complaint about an unusual smell. Days later, another resident reported flies in the building. Tragically, they discovered something no person, let alone manager, wants to experience. This one event permanently changed how she approaches customer service.

Her lesson was simple:

If a resident takes the time to tell you something, it's important to them. Treat every concern with respect.

We also talked about why emotional intelligence may be one of the most valuable skills anyone can develop in property management. Residents are often frustrated with a situation—not necessarily with the person standing in front of them. The ability to stay calm, listen, and de-escalate difficult conversations is what separates good leaders from great ones.

The conversation also dives into:

• How to lead different personalities instead of using a one-size-fits-all approach
• Why extreme ownership builds trust with both teams and ownership groups
• The importance of time management and accountability for future leaders
• Fraud, AI, and how technology is changing multifamily operations
• Why today's challenging market is creating tomorrow's strongest leaders

If you're new to the industry—or you've been in it for decades—I think you'll find practical leadership lessons you can apply immediately.

🎧 Listen to Episode 1 of The Property Playbook: From Leasing Agent to VP: Emotional Intelligence & Extreme Ownership with Teri Johnson.

I'd love to hear your thoughts. What's one leadership lesson you've learned while working in multifamily that changed the way you lead?