Webinar Wednesday Speaker Lineup

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Rommel Anacan

Rommel Anacan (Roh-mel Ana-kin) is an entrepreneur, motivational speaker, and organizational strategist. He founded The Relationship Difference in 2011 after a successful career at all levels of the multifamily housing industry. Rommel is best known for powerfully impacting thousands of people, companies and organizations nationwide by helping them break through their limits so that they can achieve the success they desire. He has been a member of the famed Apartment All-Stars team since 2017. On a personal note Rommel loves spending time with his wife and daughter, watching Hallmark movies (seriously), wearing cowboy boots, serving in the Civil Air Patrol, and drinking lots of Coke Zero. Learn more at www.RommelAnacan.com.


Next Person Up! The Essentials of Building Your Organization's Bench Strength


Blueprint of Success: Ten Powerful Principles of Highly Successful People


The Psychology of Customer Service


Legit Leadership: 10 Leadership Hacks in 60 Minutes!

15 Leasing Hacks in 60 Minutes

Pitch Perfect Selling! How to Hit All of the Right Notes When Selling to Customers

How NOT to Lose a Resident in 12 Months!


Toni Blake

Toni Blake was honored with the MultifamilyPro Industry Legend Award in 2008 and tours with the Apartment All Stars.  She presents across the US, Canada, Europe and is the only Professional Industry Comedienne preforming on many top US comedy stages. She is a co-author of “The Complete Guide to Leasing Apartments” and featured in industry trade magazines. She's toured over 50 cities each year for 30 years inspiring thousands of industry professionals


100% Follow-up Everyone Every time


Toni Blake’s "Wings of Positive Change": 12 Powerful Human Habits for Successful Property Management

LOW Cost HIGH Revenue Rent Strategies



How To Close Everyone! Toni Blake's Must Have Leasing Toolkit


Toni Blake Presents: "Kiss My Apartment"

4 Keys to TEAM Velocity

The Passion Workshop - The KEY Ingredient to Success During the Leasing Season

2020 Vision - Premeditated Marketing


Lisa Trosien

A frequent multifamily speaker for the National Multihousing Council and other associations, Lisa is a dedicated professional contributing to different leasing programs all around the United States. Lisa is a busy woman as a multifamily speaker for various industry associations and a contributor to different magazines, as well as one of the founders of The Apartment All Stars. A celebrated professional and a multifamily speaker in the leasing and apartment industry, she is usually consulted as an industry expert by major publications in the United States, such as the Wall Street Journal, Newsweek, and the Chicago Tribune.


Re-Creating the Customer Experience


Once Upon a Time: Selling Through Storytelling


The Power of Persuasion - Improving Your Personal Influence To Boost Sales Success


How to Deliver Bad News

Follow Up or Fail: It's up to you!


Don Sanders

Don Sanders entered the Multi-Family housing industry over two decades ago as an eager Leasing Consultant, quickly rising through the ranks to hold executive positions within some of the industry’s largest and most successful companies. Today he holds the position of Vice President of Marketing & Professional Development for Cornerstone Group of Florida, one of the industry's most recognized affordable housing developers. Additionally, he is the Principal of Trainer Don's World, offering consulting services, keynote speaking engagements and educational seminars to the Apartment Industry nationally. Better known as "Trainer Don", he is most recognized for his high energy, comedic humor and real life industry experience based presentations, fueled by the simplistic teaching philosophy that learning should be fun.


Mentored for Success

Employees 1st, Customers 2nd – A Winning Management Philosophy


Kara Rice

Kara Rice, founder of Experiment Learning & Talent Development, has more than 25 years of experience in multifamily property management. With roots onsite, in 1999 she co-founded Grace Hill, the industry’s leader in online education, where she oversaw eLearning content development. Additionally, she was part of a leadership team that created a work culture renowned for innovation, enthusiasm, and camaraderie. Passionate about training and engagement, she works with management companies to expand their team members’ knowledge and skills and is a frequent presenter at industry conferences. Kara lives in South Florida where she and her husband are raising their three kids and dodging hurricanes.


The Manager's Role in Employee Engagement - 20 Simple Ways to Motivate and Reward

Day 1 Disaster Stories: 7 Biggest Mistakes You Make When Welcoming a New Team Member

What the World's Best Bosses Know about Leading Teams


Doug Chasick

Doug Chasick is “The Apartment Doctor”, restoring rental health to multifamily professionals. With 37 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property, and has been the President or CEO of five real estate companies, responsible for portfolios of over 28,000 apartments, and more than 8 million square feet of commercial, retail and industrial properties. A nationally recognized speaker and author, Doug was awarded his CPM® in 1979 and was a member of the IREM National Faculty for eight years. He is a Senior Instructor member of the NAAEI Faculty, leading the Advanced Instructor Training course and NAAEI designation courses. A licensed Real Estate Broker in Florida and Georgia, he is also a licensed Expert Fair Housing Instructor in the Commonwealth of Virginia, and the recipient of the 2010 NAAEI Apartment Career & Education (ACE) award and the 2010 Legends of the Industry award from Multifamily Professional and the Annual Brainstorming Sessions.


Fair Housing Ain't Fair - It's EQUAL! 2019 Edition


Fair Housing Ain’t Fair – It’s Equal, 2018 Edition


Fair Housing Ain’t Fair – It’s Equal, 2017 Edition


It's a Zoo Out There! New Rules About Assist Animals

Mastering Maintenance: Seven Fair Housing Pitfalls Your Service Team Must Avoid


Terri Norvell

Terri Norvell engages people to break through their challenges. With over 350 coaching clients in the past four years, she knows how to develop new skills and inspire proactive action. She’s a high-energy keynote presenter, corporate workshop facilitator, performance coach and author. Her 25 years of executive leadership includes VP of Training, Marketing & Business Development with a $1.2 Billion West Coast property management & development company; GM of a 5-state $9M temporary housing firm; President of a Silicon Valley Chamber. Terri received the Colorado AAMD Supplier Sales Professional ‘Tribute of the Industry’. Contact at This email address is being protected from spambots. You need JavaScript enabled to view it. 303-475-5456 or www.TerriNorvell.com


Leadership Essentials: Help me understand how my team members think!


Mastering Maintenance: Accountability is Motivational - Leading your Maintenance Team with Accountability for Results


Leadership Essentials: My team knows what to do. They just aren’t doing it!



Leah Brewer

Leah Brewer, NALP, CAM, also known as The Leasing Queen, has developed effective methods to increase apartment occupancies in her 30+ industry years, from a leasing consultant to a consultant for leasing. With battlefield experience in management, leadership and increasing occupancy and income, Leah ensures that the skills she teaches have been tested and tried first-hand. Her humor, passionate presentations and learning activities inspire attendees to learn, believe, retain and implement successful new ideas. Leah is Faculty of the NAAEI and a frequent presenter at the annual NAA Conference. She is the founder of the original Full House Marketing®, and a partner in SkillbuilderOnline.com and the ApartMentors Talent Development group.


Say YES to the Address


Don't Call Me The "B" Word: The Loss of the Boss and the Love of the Leader


Superhero Secrets: The Art of Recruiting and Retaining Action Staff


Stephanie Graves

For over 15 years, Stephanie Graves has been sharing her talent with the multifamily industry. She tackles property marketing and operations while offering a wide spectrum of insight into multifamily world. She has spear headed training and employee development programs that have increased operational efficiencies for property management companies nationwide. Stephanie has a BA in marketing and is a frequent presenter for NAA, holds the CAPS and CAM designations and is a recognized NAA Education Faculty member. She is also the proud mother of a youngster, ‘smilin’ Rilynn, that you may recognize from her MF Insider blogs. MF Insider blogs.


Service FAIL - What To Do When Service Goes Bad

Marketing Plan Evolution – Making Sure Your Plan is Smokin’ Hot for 2018


Kate Good

Kate Good presents her programs for more than 10,000 industry professionals a year at all the top events in the United States. Now, you can bring Kate into your office for this Webinar event where you can count on hearing her cutting edge ideas, unique strategies and enthusiasm to generate traffic and lease more apartments.


Kate Good's 2017 Marketing Playbook


Get More Leases This Week! Quick ideas for immediate impact


Jackie Ramstedt

Jackie Ramstedt, CAM, CAPS, CAS is a requested, repeat presenter and nationally renowned motivational keynote speaker, consultant, and performance coach who has more than 29 years experience in the multifamily housing industry. Jackie has spoken to thousands of industry professionals on a national level for the National Apartment Association, Multifamily Pro Annual Brainstorming, the Institute of Real Estate Management and numerous state and local Associations including Canada.This is Jackie’s 9th year with the Apartment All Stars team national tours. She is a veteran industry instructor teaching National Apartment Association designation courses and core courses for the Texas Real Estate Commission.


Renewing Our Vows of Commitment for Customers for Life!


From "Self-ies" to "Us-ies”! 10 Sure Fire Tips to Amazing Customer Service


How to Deal with Difficult People. So Many People, So Little Time!


Top 10 Sure Fire Tips to Amazing Customer Service

Donald Davidoff

Donald Davidoff is an industry thought leader in pricing, marketing and technology. As founder of D2 Demand Solutions, he consults with leading multi-family operators and technology companies. He was Executive Vice President, Pricing and Marketing, at Holiday Retirement and Senior Vice President, Strategic Systems for Archstone, where his teams were directly responsible for pricing and revenue management, Archstone’s entire marketing platform, market research and a variety of business process and workflow projects.


10 Best Hacks from 30 Years in Sales and Marketing


Past Peak Rent Growth: 7 Strategies Guaranteed to Improve Leasing Results


So You Thought Closing Was Easy?


7 Ways Guaranteed to Improve Your Sales Performance

Overcoming the 13 Most Common Objections at Renewal Time


Anne Sadovsky

Anne Sadovsky has been in the industry five decades and is a former V P of Marketing and Education for Lincoln Property Company. She is a contributing writer for many publications and is often quoted in articles pertaining to the apartment industry. She was named one of the top trainers in the industry by MultiHousing News and both the Brainstorming Conference and the Apartment Association of Greater Dallas have honored Anne with Legends Awards. She has flown over three million miles sharing her knowledge and wit, and her success story has been featured in many national magazines including Money, Texas Business and Ladies Home Journal. Clients choose Anne because she is multifaceted, offers many topics, shares skills and tools that are life changing, common sense, fun but no nonsense and that increase NOI. Her fair housing training shares knowledge and critical information in an interesting and entertaining manner.


Between a Rock and Hard Place; Fair Housing Questions with Challenging Answers


Will it be You Who Gets the Owner Sued? What You Have to Know About Fair Housing Rulings


Overcoming Objections to Rent Increases


Hot Fair Housing Trends That Create Burning Questions

Fair Housing Myths and Truths… Dispelling Rumors, Gossip, and Misunderstandings!


Lori Snider

Lori Snider is a leading multifamily marketing, learning and experience expert, currently serving as head of Learning and Team Experience for RedPeak, providing strategic educational and recruitment direction for the entire company, and overseeing all facets of the team member experience. In her 30 years of multifamily experience Lori spent 15 years running her own successful company as an educator, platform speaker and experience management consultant. She has leased apartments, worked as a marketing director, launched a rental publication, co-founded a boutique marketing and design firm, and executed marketing strategies for a myriad of product types throughout the country.


Hide the Cell Phone! Re-Learning to Communicate in the Mobile Device Age


The Power of Empathy - Tapping into the Heart of Sales and Service


In Sales, Confidence is Sexy. 7 Ways to Boost Yours!


Mary Gwyn

Mary Gwyn, CPM, is Chief Innovator of Apartment Dynamics, with over 20 years in the Multifamily Industry. She consults and trains for companies all over the country, utilizing her marketing and operating strategies on our own portfolio to produce unsurpassed results. Her hands-on approach to multifamily paired with her industry foresight and tenacity helps her develop and implement innovative solutions, and web and in-person training programs, all designed to achieve a property’s maximum financial performance. She is a regular speaker at industry events including NAA, company annual meetings, Realtors and Apartment Associations, and writes for trade publications, including UNITS Magazine, MultifamilyInsiders.com, and the Apartment Dynamics blog. Learn more at www.AptDynamics.com!


WHAT'S YOUR SPECIAL? Managing the Concession Obsession


Lessons In Excellence From Your Maintenance Team For the Entire Company


Press The Easy Button! Creating a Culture of Customer Service

15 Things Your Service Team Wishes You Knew About Apartment Maintenance


Kristi Fickert

Kristi Fickert is Vice President of Marketing and Training at 30 Lines. She has more than 17 years industry experience in sales, marketing, training, recruitment and acquisitions, with a focus on new construction/lease up, and renovation and repositioned assets. She is an instructor for the Greater Cincinnati/Northern Kentucky, Columbus and Dayton Area Apartment Associations, and has been a panelist on a variety of local and national marketing panels. Additionally, she has been a featured speaker for the Cincinnati Reds, Urban Land Institute, and Commercial Real Estate Women.


Digital Marketing Made Simple: 60 Minute Guide for Beginners


Selling via Social: 30 quick ways to increase sales, retain more clients, and market via social media

Outreach and Partnership Marketing in the Digital Era: Ideas, tips & tricks to help you better maximize your outreach marketing efforts


Lori Valenti Webb

Lori is Owner and CMO of Property Playbook; a marketing consulting company. She has been in the Multifamily Industry for over 10 years and has overseen over 90+ lease ups and hundreds of stabilized projects as a Director of Marketing for great companies including Wood Partners, Riverstone and LMC. She is a regular speaker at Industry conferences- AIM, NMHC, NAA and Apartment Association Education Sessions. She is exceptionally passionate in trends that will innovate and pioneer our Industry forward. She is a guest writer and blogger for Multifamily Insiders, and Apartminty and has been highlighted in Units Magazine and Apartment Therapy for onsite achievements. Lori holds a NC Broker In Charge license. She and her husband own Kivett Station, a 48 bed townhome community at Campbell University; Spiaggia Beach House and over 16 Single Family Homes. She and her husband were featured on HGTV following their Spiaggia Beach Renovation. She is a proud member of the National Association for Professional Women and is on the Board of Directors with the TAA New Lease on Life Program. Lori is an Advisory Board Member of the Multifamily Innovation Confernce- Atlanata (MICA)


Powerhouse Round of Marketing Ideas


Sales Psychology Hacker Class


Leasing Rescue! Positioning Your Property for Ultimate Success!


Jennifer Staciokas

Ms. Staciokas is responsible for the national strategy and oversight of the Corporate Marketing, Property Marketing and Training departments for the Pinnacle portfolio. Jennifer began her career in the multifamily industry over 20 years ago. Since that time, Ms. Staciokas has served in numerous capacities at two of the nation’s largest property management firms focusing on new construction marketing, digital marketing strategies, employee development and corporate communications. Ms. Staciokas holds a B.A. in French from West Chester University and an M.A. in International Commerce & Policy from George Mason University. Jennifer is a regular guest speaker, facilitator, and moderator at many of the industry’s most renowned conferences as well as an active participant in NAA and NMHC.


Top 10 New Year's Resolutions Every Multifamily Marketer Should Make


Steve Matre

Steve Matre is Director of Education and Human Resources for Banner Property Management and its affiliates, a real estate organization that specializes in design, development, acquisition, and management of multifamily housing, conventional and affordable, and self-storage facilities, in approximately 15 states. His diverse career path includes such positions as VP-Operations for portfolios as large as 10,000 units; Assistant Controller for a full-service management and brokerage firm; originator of Banner’s training, marketing and revenue management functions; and head of human resources. Steve gives back through IREM and the National Apartment Association, having been a board member of Chicagoland Apartment Association, task force chair to begin CAA’s partnership with its favored charity, instructor of CAM, CAPS, and NALP designations, and member of various committees. Steve is a CPA, CPM, and PHR. He has written over 60 published articles and presents regularly at educational conferences and other events. A graduate in Finance and English from the University of Wisconsin, he is a big Badger football fan and cannot spend enough time learning about the technology and skills that will help to constantly improve his company’s productivity and success through its dynamic people. If he doesn’t answer his phone, his earbuds are in and he’s listening to his favorite podcasts.


The Manager's Role in Employee Engagement - 20 Simple Ways to Motivate and Reward


Megan Orser

Smart Chick Megan is a member of a solutions driven firm Smart Apartment Solutions. As a national speaker, Megan is frequently requested for the solutions based approach to everything Multifamily. Built on the foundation of “in the trenches” experiences that hundreds have related to, Smart’s approach makes sessions fun and relatable. Megan has presented for NAA, Multi-Family Brainstorming, and IREM Conferences and along with her team, has authored articles for JPM and UNITS magazine.


Do you speak Manager?

SMARketing- Low Cost, No Cost Marketing Strategies


Dawn Ford

National Speaker Smart Girl Dawn Ford, one half of the Smart Girls team of Smart Apartment Solutions brings a plethora of experience to all things multifamily. In her 38 years of apartment management experience, from cleaning person to Vice-President, affordable to lease-up, active in NAA and IREM, Dawn holds the CPM designation. Smart’s curriculum delivers practical operations and marketing tips enhanced with Dawn’s varied experiences that will inspire, ignite and inform.


Do you speak Manager?

SMARketing- Low Cost, No Cost Marketing Strategies


Mark Cukro

Mark is the President of Plus One Consulting, Inc. and founder of Service Team Training.com. Mark is a national speaker and a leading resource in the field of service team development and training. Prior to Starting his own company he was the Director of Service Team Development for Colonial Properties Trust, Inc, a New York Stock Exchange traded company with 148 properties and over 48,000 apartment homes. His certifications include, CAPS, CAMT I, CAMTII, CPO, CPO Instructor with the National Swimming Pool Foundation, EPA proctor for the 608, 609, and R-410a certifications as well as all HVAC Excellence courses. Mark is also a NAAEI Instructor and worked on the development of the new CAMT program. On a personal note, Mark is a Jiu Jitsu Coach and owns and operates a Martial Arts Academy in Harrisburg, NC.


Critical Lessons for the Office Team to Avoid Maintenance Misfires

Mastering Maintenance: Leadership Training for Service Managers

Mastering Maintenance: Safety for Maintenance

Wesley Aleshire

Wesley has worked within the property management industry for over 20-years starting as a part-time leasing professional in 1997. Since then, Wesley has stayed involved in this industry with roles such as: Regional Manager, National Trouble-Shooter, Director of Contract Acquisitions and Regional Training Manager. Wesley launched PMLDR.com to bring online learning, live training and digital development services together for the property management industry in 2016.


Avoiding Biases and Stereotypes in a Diverse Workplace


Virginia Love

Virginia Love joined Waterton in 2007 and serves as vice president of leasing and marketing for the multifamily portfolio. In this role, Ms. Love manages the marketing team and is responsible for setting a strategic vision for all leasing and marketing efforts. She began her multifamily industry career with Trammell Crow in 1991 and previously served as training and marketing manager for ING clarion, education director for Watermarke Companies, and regional trainer for Summit Properties. She has presented countless leasing, marketing, and operational training sessions at the local, state, and national association level. Based out of Atlanta, GA, she serves on the Atlanta Apartment Association board of directors. She is also a member of the Georgia Apartment Association board of directors, serving as chairperson in 2018, a NAA Lyceum graduate, chair of the NMHC Marketing and Brand Management Committee and member of the OpTech Planning Committee. Ms. Love is a graduate of University of Southern Mississippi.


Information Overload: The High Cost of Office Chaos


Debbie Phillips

Debbie Phillips is an entrepreneur and real estate professional with over 30 years of industry experience. Debbie has a multi-faceted career managing diverse real estate assets including developing world-class leadership development programs and talent management strategies. Debbie believes in the philosophy, "you can dream, build and create the most beautiful place in the world, but it takes PEOPLE to make the dream a reality." Debbie’s mission is developing top tier talent that adds value to an organization through increased employee engagement.


Information Overload: The High Cost of Office Chaos


Chad Moulin

Chad Moulin has been in the field of property management for over 20 years. Chad has earned his CAMT designation through NAA as well as being recognized many times over as a leader in property management maintenance. Some of his accomplishments include: Being a faculty member of the NAAEI. Advanced Instructor Training through NAAEI. Instructor for the NSPF (National Swimming Pool Foundation). Authorized OSHA Safety Instructor. A member of AIME (Apartment Institute for Maintenance Excellence). AAKC Crystal Merit Award winner. Lincoln Property Company Gold Medallion Award winner. Grace Hill Maintenance Rock Star Award winner. As well as several others. Starting out as a groundskeeper and working his way up through the ranks of property management Chad has held and excelled at many different positions. From grounds keeper, maintenance tech, leasing professional, maintenance supervisor, construction supervisor and national maintenance trainer. Chad has also worked on almost every type of property and dealt with every type of resident imaginable. Luxury apartments, senior living, section 8 and 42 properties, hotels, commercial, apartment buildings, houses, hi-rise, town homes, new construction, historic, rehabs, acquisitions. Chad has seen and done it all!


Mastering Maintenance: Maintenance Decoded


Mastering Maintenance: Conquering On-Call

Mastering Maintenance: The How's and Why's of Preventative Maintenance

Mastering Maintenance: 8 Core Essentials to Property Maintenance Management

Mastering Maintenance: The Nuts and Bolts of Dollars and Sense


Angel Davila

Angel Davila began working as a porter 10+ years ago after returning from deployment in the USMC & is now the National Maintenance Trainer at Monarch Investment & Management Group; a Colorado based company that operates in 20 states. Mr. Davila is a former AAA Board of Directors/AAA Education Foundation board member, was awarded as the 2018 Texas Apartment Association Maintenance Professional of the year and is an; NAAEI Advance Instructor Graduate, AAA Lyceum Graduate, NAAEI Leadership Experience Graduate, CAMT, CAPS, NAAEI Faculty, CPO, NAAEI William Wollinger Scholarship recipient, AAA Solt Scholarship recipient, and TAA Next Gen Scholarship recipient. Davila also instructs seminars for the following organizations: Goodwill Career& Technical Academy, Austin Community College, Austin Apartment Association, Texas Apartment Association, Refrigeration Services Engineering Society, Esco Institute & the North American Technician Excellence.


Mastering Maintenance: Gas Leaks, Fires, Floods, and Active Shooter Situations - Creating an Emergency Response Plan For Property Managers

Mastering Maintenance: It's Better to Prepare and Prevent; Than to Repair and Repent

Mastering Maintenance: 2020 The Phase Out of R22 & What That Means For You.


Zach Howell

Zach Howell is a graduate from Oregon State University. Zach has overseen numerous renovation projects acting as the Owner's Representative within the multifamily housing industry. His background includes owning and operating a construction firm, Property Preservation Director for the two largest multi-family management companies in Oregon, and running a national training institution for the multifamily housing industry. He is a subject matter expert for the National Apartment Association, Uniform Physical Condition Standards Inspector, and LEED Certified.


Mastering Maintenance: Understanding Your Building’s Exterior – The First Line of Defense for Your Property

Mastering Maintenance: Managing Mold and Mildew


Valerie M. Sargent

Valerie M. Sargent Valerie M. Sargent is President of Yvette Poole & Associates. A skilled Speaker, Trainer, Consultant, EQ Executive Trainer/Coach and Real Estate Investment Team Leader, Valerie specializes in Leasing, Sales, Marketing, Customer Service and Leadership. Her Level 1&2 TalentSmart Emotional Intelligence certification has her taking companies’ teamwork and communication to inspiring new levels. After over 25 years in the multifamily industry, this expert knows how to bring vitality to individuals and organizations! Find her at www.valeriemsargent.com and www.ypooleandassoc.com.


From Difficult Employees to Irate Residents, How Emotional Intelligence Can Defuse Office Explosions


Jeffrey Butcher

Jeffrey has been in the multi-family industry for over 17 years. He has the unique experience of working on-site & at a corporate level within various property management companies AND working on the “vendor side” of our industry. Currently Jeffrey serves as the National Leasing Director for JLB Partners. Jeffrey specializes in coaching property management professionals in developing relationships with the client that is both engaging and unique. His degree in Theater & Film provided groundwork for being a motivating, encouraging and highly engaging trainer.


Secure the Appointment! Telephone Techniques That Sel


Vicki Sharp

After serving an initial enlistment in the US Army, Vicki began her 40 + year career in Property Management. From Leasing Agent, to Community Manager, to Regional Manager to Vice President, Vicki has truly “walked the walk” of property management, handling a portfolio of up to 15,000 units. Vicki has worked for several property management companies, both privately held and REIT portfolios. Because of her history as an Army Veteran, she was recruited, and worked for 8 years in the Privatized Military Housing niche of the industry. As the National Director of Training for Balfour Beatty Communities, Vicki was responsible to create and present all training activities for housing at 47 military installations across the United States. Today, Vicki travels about 300 days a year, bringing training and consulting services to apartment associations, and property owners all across the country.


Mastering Maintenance: What Maintenance Teams Need to Know About Fair Housing


Larry Johnson

Larry loves writing for, and speaking to managers. Larry has worked with clients like Harley-Davidson Motor Company, American Express, Nordstrom Department Stores, Southwest Airlines, Federal Express, the US Navy and the Nuclear Regulatory Commission. He is co-author of “Absolute Honesty: Building a Corporate Culture That Values Straight Talk and Rewards Integrity,” published in 2003 by the American Management Association, which now in its sixth printing! Larry has also been the owner of the Johnson Training Group for 32 years!


Mastering the Leap to Management: Skills for new team leaders, supervisors, and managers



Brett Murphy

Brett has been in property management for six years and has grown to appreciate the industry and the daily opportunities it offers to enhance people’s lives. Brett’s definitive goal has always been to leave a lasting effect on the industry. As of July 2016, Brett has successfully leased up three Wood Partners assets, and subsequently, sales and customer service have always been his areas of focus.


Sales Psychology Hacker Class


Mia Wentworth

Mia Wentworth has over 10 years of experience in marketing and operations within the multifamily industry. In her current role with CWS Apartment Homes, she oversees all things in the Digital Marketing space including websites and digital ad presentation, social media and reputation management. She loves testing new marketing ideas, mentoring her team, and working with others to solve problems. Mia has a BBA from the University of Michigan, and an MBA from the University of Colorado.


30 Days To A Better Online Rep



Kimberly Pung

Master Connection Associates, (MCA) is a premier international consulting and training firm specializing in customer service, sales, and leadership. In addition to being a lead facilitator, Kimberly oversees the training and design team, keeping us at the forefront of industry trends. Kimberly has a passion for service and leadership excellence and this comes through in her energy and presentation style. Prior to joining MCA, Kimberly was Director of Training for Pebble Beach Resorts. In that role, she managed all training and organizational development, which included three hotels, five golf courses and a spa. Kimberly’s coaching skills and enthusiasm promotes open communication and active participation in her workshops. She works with customers in sales, customer service and leadership training.


Leading Your Team to Excellence


Alexandra Jackiw

Alexandra Jackiw is President of Milhaus Management, where she leads the property operations and asset management functions for the Milhaus portfolio and select third-party clients. She is a nationally recognized speaker and an accomplished expert in all aspects of property management, marketing, and training, with extensive experience managing all types of assets. Alex was Chairman of the Board of the National Apartment Association in 2013 and also served as President of the NAA Education Institute in 2008 and 2009. She graduated from the University of Rochester with a B.A. in Chemistry and received her M. Ed. from Ohio University.


The True Cost of Bad Customer Service

Success in Your Career is More Than Just Being Polite

Rick Ellis

Rick Ellis, CPM is a 59-year-old teenager and has been intimately involved in the apartment business for over 34 years.  Starting as an onsite assistant manager and leasing consultant, Rick directed a fast growing apartment portfolio from two properties in the Dallas area to over 6000 units in three states.  Additionally, he has had 10 years national training and marketing director for a major REIT with 39,000 units on 189 properties.  In 1984, he founded ELLIS Consulting Group in Irving, Texas.  Now the name ELLIS has become synonymous with the finest market consulting, training, and contract leasing to the multi-family industry.


"PUMP Up" Your Leasing Efforts


Followership: How Dynamic and Trustworthy Followers Create Successful and Effective Leaders


Lia Nicole Smith

Lia Nichole Smith is the VP of Education and Performance for ApartmentRatings and SatisFacts. She began her career as a trainer for Nextel, responsible for training over 1,000 Customer Care Representatives for the 1996 Summer Olympics. Lia then transitioned to property management as a Leasing Associate with Lincoln Property Company, and steadily moved up the ranks. She was able to merge the worlds of training and property management as the Director of Training and Marketing at SPM, a 14,000+ unit portfolio. While with SPM, Lia developed and managed SPM’s resident feedback program, and was responsible for building their online learning academy. She has proven experience in solving training and resident retention challenges for market, affordable, senior, tax credit and student communities. A published author, Lia is an active member of the Atlanta Apartment Association’s Education Committee and has presented at key industry events such as NAA and NAAEI’s Affiliate Education Conference.


Rent, Renew, and Recommend: One Size Does Not Fit All!


Laurel Zacher

Laurel is a marketing strategist, with 20 years of multifamily sales, marketing and media experience, and is the head of Marketing for Security Properties Residential. With a drive to refine the customer experience, she is a frequent guest lecturer/speaker on multifamily marketing strategy, online reputation management and customer service at national and regional trade conferences. She is currently leading SPR through a corporate rebranding initiative, including integration with their parent company, marketing and attribution systems, full site redesign, and paperless payments.


Free and Inexpensive Marketing Tools You Can Use To Entice Your Prospects


Traci Brown

She’s told the world what they’re not saying. NBC, CBS and Fox has asked this body language expert to reveal secrets hidden in plain sight. And she can help your team reveal the secrets your clients are keeping from you that are impacting your bottom line. Traci has even adapted the skills to talk herself out of an embarrassing number of traffic tickets and into lucrative deals. She’ll teach you how to do it, too! Traci’s system landed her a lucrative product deal with Kevin Harrington, a Shark from ABC’s hit show Shark Tank and took her on a wild ride to the big time consumer markets of TV shopping channels, infomercials and beyond. THE SUCCESS FORMULA Hear “Yes!” more easily…and more often. High Performance Persuasion to Get Sharks Swimming for You Want to know what it take s to ge t a de al with a Shark from ABC’s hit show Shark Tank? She is the president of the National Speaker’s Association Denver Chapter and the author of three books, Persuasion Point, Body Language Confidential and Body Language for Profits. She holds a business degree from the University of Colorado and is a certified master practitioner of Neuro Linguistics, Hypnosis and Hawaiian Huna. In her fast paced, interactive programs that are sure to entertain, Traci teaches high performance persuasion that worked to get the deal with her Shark. You’ll be able to immediately use the same tools to create more success in your own organization and personal life…so you see more zeroes (before the decimal) in your bank account.


Body Language Confidential: Tactics Secret Agents, Leasing Pros, and Kindergarten Teachers Should Know


Jen Piccotti

Jen is the multifamily industry’s leading educator and authority on resident retention, employee engagement, online reputation management, and corporate social responsibility. A noted author and highly followed blogger, she has spoken at such industry events as NAA, AIM, Multifamily Social Media Summit and Canada's Landlord WebCon. Because Jen began her career as Quality Manager for a property management company in Southern California, she speaks your language and knows firsthand what property teams encounter each day. Jen holds a MS Quality Assurance from California State University, Dominguez Hills.


Voice of the Employee - Listening Before They Leave


Heather Blume

Heather Blume has a contagious energy and passion that goes to the heart of the multifamily industry. Her work on site, combined with her work as a vendor, give Heather a unique perspective that allows her to enable those around her to find their own success. Currently, Heather is the Imagination In Charge of Behind the Leasing Desk Training and Consulting Services, a training and consulting firm out of the Seattle area that specializes in meeting the specific needs of multifamily clients who may be experiencing challenges in different facets of the property management world. She is an accomplished national speaker and trainer, and her blog posts, podcasts, and articles are visited by thousands of apartment professionals each month. Her work has been seen in industry publications across the country, including UNITS Magazine. Besides holding her CAS designation, Heather is NAA Advanced Instructor trained and has been a member of the NAAEI Faculty since 2009, as well as a Washington Multi-Family Housing Association NALP and CAM instructor. Heather's blog, Behind the Leasing Desk, shares her ideas on everything in her corner of the property management universe. Heather provides an educated and objective point of view coupled with a sense of humor that is valued by her readers and clients.


Act Like You Want the Business! How Your Follow-Up Speed and Strategy Helps Close More Leases


Model (Mis)behavior: 15 Ways To Modernize Your Model Home For 2016


Barbara Savona

Barbara Savona is the CEO and Co-Founder of Sprout Marketing, a marketing agency exclusively for multifamily housing. She launched Sprout in 2009 as a way to combine her passion for marketing and entrepreneurship with her 16 years of experience in multifamily housing. Barbara knows that a one-size-fits-all approach falls flat. Her approach is anything but one-dimensional. Barbara’s motto is that everything starts and ends with marketing. This philosophy has guided her in growing Sprout Marketing into a consulting agency that represents thousands of clients nationwide. Barbara is recognized as a Business Owner, National Speaker, AIT graduate, and a Branding and Marketing Strategist. She is a regular presenter for the National Apartment Association, as well as for state associations and management companies.


Potluck Marketing: Why a Varied Approach is the Real Crowd Pleaser


Petra Marquart

Petra Marquart is an inspirational speaker who has received rave reviews at property management conventions, conferences and meetings around the globe. She is principal in the global speaking and training firm, Petra Marquart and Associates. She has worked as a leasing agent, on-site manager, property/portfolio manager and as Vice President of Operations for Krohn Management Corporation —a Minnesota-based property management firm. As a licensed realtor, she managed over a thousand apartment units in Michigan and Minnesota. She is listed in Who’s Who of American Women and the author of the best seller, The Power of Service: Keeping Customers for Life. In addition, Petra developed and taught ‘Introduction to Property Management’ and ‘On-site Apartment Management’ for Hennepin Technical College as well as the ‘Management’ section of the Certified Resident Manager (CRM) program for the Minnesota Multi Housing Association. Whether speaking on customer service, leadership, personal power or performance, Petra’s skilled stage presence comes, in part, from her experience as a performer in Las Vegas with such stars as Elvis Presley, Tina Turner and some of the most recognized names in the world.


Inspiration and Accountability: The Power Tools of Leadership


Misti McElwee

Misti is currently responsible for Greystar’s transitions which consist of dispositions, onboarding of new acquisitions and management changes. Misti has over 20 years of successful property management experience. She has extensive background in property operations, and strategic positioning of conventional assets. Misti’s expertise includes lease-ups, renovations, repositions and financially and physically stressed assets. She began her career as a leasing associate with Archstone and then joined Trammell Crow Residential Services in 1997 and eventually merging with Greystar in 2014. Misti has experience in numerous markets including Austin, TX, Portland, Oregon, Southern California and the Carolinas. She is the recipient of four Achievers Circle Awards, two Exemplary Citizens awards in addition to numerous property achievement awards. She lives in Raleigh, NC with her son Derek and the sweetest Golden Retriever, Diego.


Leasing Rescue! Positioning Your Property for Ultimate Success!


Jamie Gorski

Jamie Gorski is chief marketing officer for The Bozzuto Group. In her role, she provides strategic marketing direction and oversees all marketing and public relations efforts for the company's homebuilding, multifamily development, construction and property management divisions. Her expertise includes strategic brand development, standards implementation, market analysis and online marketing. Jamie serves as the current chair of the ULI Washington Communications Committee, on the Zillow Advisory Board and on the Apartment List Leadership Council.


Tap into your own life experiences to deliver exceptional experiences to prospects and residents


Amy Kosnikowski Dilisio

Amy Kosnikowski Dilisio is a proven leader in sales, leasing, management and marketing real estate assets bringing years of passion and industry experience. Amy began her career in 1990 as a successful leasing professional, advancing quickly to serve as Director of Marketing and Training for national and international companies including Summit Properties and Oakwood Worldwide. Amy’s skills were proven as she led national sales and marketing efforts in the most challenging markets. Amy has received national recognition, served on advisory panels as well as leading educational programs across the country presenting at national, state and regional apartment associations events including National Apartment Association, Multi-Housing World, and MultifamilyPro’s Brainstorming. Amy’s expertise is often sought as a marketing strategist to position communities to excel even in the toughest markets or to coach leasing teams to improve performance results. With a reputation for unforgettable and motivational educational programs, Amy is delighted to have the opportunity to share her extensive knowledge and passion while serving as Vice President of Business Development & Education with Sprout Marketing, a multifamily marketing boutique. www.WatchYourBusinessSprout.com


You are not a used car salesperson – don’t sound like one!


Paul Rhodes

Paul has spent the past 10+ years providing instruction to and information about Apartment Maintenance. Currently he is the National Maintenance and Safety instructor for NAAEI where much of his time is spent teaching the Certificate for Apartment Maintenance Technician program. His over a decade of on-site experiences plus infectious teaching style has allowed him to speak to many different audiences, including Maintenance personnel, Property Managers, Owners, Investors and Management Company Executives all over the country. A regular contributor to Units magazine and the National Apartment Association’s APTly Spoken blog, Paul’s goal is to both increase the level of skill that a Maintenance Technician possess’ as well as the esteem of that position.


Mastering Maintenance: Don't Get Hot About staying Cool!


Doug Miller

Doug has 30+ years of experience in multifamily. Prior to creating his first business in 1996, a multifamily consulting firm, in the 1980’s Doug was an advertising account executive. In the late 1980’s he was Director of Marketing for several NMHC Top 50 and regional management firms. In 2000 he created SatisFacts, multifamily’s largest resident feedback, retention and reputation management service provider – where he worked with 300+ management companies. After selling SatisFacts to Internet Brands, owner of ApartmentRatings.com, in 2012, Doug continued as president until leaving the company at the end of 2015. Since leaving SatisFacts, Doug dedicated himself to creating a business that could have an even greater impact on society. Given his experience in multifamily, the next step was logical – to help forward-thinking management companies enhance programs that support employees, residents, and the communities they operate within. Enter ManagInc and its Everyone Can Win™ Corporate Social Responsibility planning platform.


Dark Clouds Are Gathering In Multifamily - Is It Time to Start Building Your Ark?


Mike Whaling

Mike Whaling helps businesses drive more traffic and convert more leads through online tools, including websites, email marketing, SEO and social media. He co-moderates the weekly #AptChat on Twitter to discuss trends impacting apartment companies, and he co-authored the ebook “Getting Inside the Mind of the Online Renter.” Mike was named a Top 10 Promotor of Technology for the multifamily industry, and has been named featured in numerous publications, including “Multifamily Executive” and “Multi-Housing News.”


Marketing for the Moments That Matter Most to Apartment Shoppers 


Cathy Macaione

Cathy Macaione, President, Cathy Macaione Consulting Services, an Apartment Marketing and Management Specialist, has more than 29 years in the Real Estate Industry. Cathy’s creative marketing skills have won her numerous awards including Chicago’s prestigious CAMME and ALEX awards. Cathy is the author of “Six Days to Success: Training the New Leasing Professional” and creator of “Stopping the Real Estate Gremlins”, a complete Video DVD training series. Cathy is a national speaker and speaks on topics related to Leasing, Marketing, Maintenance, Customer Service, Tax Credit, Image and Resident Retention.


“Come In Anytime” - Three Words You Should Never Use When Setting Appointments With Prospects


Patrick Morin

Patrick Morin is a managing director with Transact Capital Partners, a Richmond, VA-based investment banking firm. Prior to his current engagement, he was 7 years as SVP with Cornerstone Realty Income Trust, Inc., that owned and operated over 24,000 apartments. He regularly presents to the multifamily industry on competitive practices and has recently spoken to: AIM, MTEC, NAA, Lincoln, and the apartment associations of Florida, Charleston, and Georgia.


Beyond Disruption: Tapping the creative and competitive nature of your team.


Eric Clark

Eric is responsible for overseeing all marketing initiatives and regional performance for Greystar's Florida portfolio with over 30,000 units. His areas of expertise include branding, marketing and operational efficiency, enhancing corporate culture and leading the development, implementation and use of multiple leading-edge technologies. Previously, Eric served as Director of Marketing & Technology for Altman Companies and oversaw marketing for a national multifamily owner. He holds a degree in marketing and communication from the University of Tampa as well as a degree in merchandising. Mr. Clark is also a speaker at several industry conferences including The National Apartment Association (NAA) Education Conference & Exposition and the Apartment Internet Marketing (AIM).


Model (Mis)behavior: 15 Ways To Modernize Your Model Home For 2016


Dana Pate

Dana G. Pate is the Director of Marketing for Matrix Residential and Pollack Shore Real Estate Group. In this role, Dana is responsible for the overall creation and implementation of marketing strategies, execution of company initiatives, building of relationships with advertising partners, and providing training and support to team members. Dana joined Matrix Residential in 2012 after showcasing her talents both onsite and in corporate roles within the multifamily industry. Her experience includes student and conventional housing across the Southeast and Florida with an emphasis on SEO/SEM, online brand management and social media.


Model (Mis)behavior: 15 Ways To Modernize Your Model Home For 2016


Jared Miller

Jared started Homestead Development Partners in 2015 as Managing Director, Asset Management & Operations. He brings 20 years of apartment management experience to the company. During his career, he has overseen portfolios ranging from 2,000 to over 30,000 apartment homes – including a few thousand beds of student housing. Prior to starting Homestead, Jared was the Senior Vice President and Director of Asset Management at The Bainbridge Companies. He is a regular speaker at industry conferences including the Multifamily Executive Conference, The Apartment Internet Marketing Conference and various conferences for the National Multi Family Housing Council. In 2010, Multifamily Executive Magazine named him their first inaugural Rising Star of the Year. Jared is a graduate of Columbus State.


Making the Most of Your Make Ready Process


Kevin George

For over 20 years, Kevin George has served as senior operating executive for top-tier companies such as Lexis/Nexis, Manhattan Associates, and Silverpop. He has a proven track record of successfully leading companies through periods of rapid growth, transformations, and turnarounds. Having successfully launched over 100 software product releases, Kevin is adept at optimizing business processes and building high-performance teams. He holds a BA in management from Antioch University and is the founder of management and technology consulting firm Progility Partners. A multifamily speaker, Kevin has previously moderated or presented at the NAA Education Conference, AOMA Annual Conference, NMHC OPTECH, Maximize, and the RealShare Apartments Conference. Kevin is actively involved in High Tech Ministries and is a recognized leader in the technology community in Atlanta.


Making the Most of Your Make Ready Process



Kim Cory

Kim Cory is the Principal of Kim Cory Consulting. She has more than 17 years of leasing, marketing, training and operations experience serving both the Student Housing and Multifamily industry. Her passions lie with developing transformative living experiences by creating a memorable experience through sales and marketing strategies. Kim's vast experience she delivers to her clients includes: overseeing the day-to-day operations, marketing/sales programs, public relations, staffing initiatives, training and business development. Prior, Kim developed the strategic business plan and worked with ForRent Media Solutions, Inc. to launch and roll out a one-of-a kind off-campus housing search product named ForRentUniversity.com. In addition to being highly regarded for her robust leadership style, Kim’s expertise includes: creating dynamic websites, digital media, social media and mobile strategies; branding; applying trends in marketing and technology to impact revenue; and reputation growth through strategic initiatives. Kim is a recognized national speaker and has been featured in several industry publications. Her enthusiasm and ability to spread her passion in sales and marketing trends is why so many respect, value and admire her.


Preparing for Move-In Day Mania


Jessica Nix

Mrs. Nix brings more than 17 years of student housing experience to her role as VP of Marketing and Leasing at Campus Life & Style. Before joining the CLS team, Mrs. Nix launched her own business, JNix Consulting, where she provided executive strategies for marketing, community positioning, market analysis and student centric lease up plans for all property types. Mrs. Nix began her career as a community advisor and climbed the ranks to VP of Marketing at Peak Campus Management, the second largest third party student housing management company in the country.


It’s not me, it’s you… Don’t get dumped on your social media platforms!


Jamie Matusek

Jamie brings over 19 years of experience in business operations, brand development, account leadership, sales, interactive and traditional marketing to her role as Vice President of Catalyst. Jamie guides Catalyst’s team of experts to conduct strategic marketing campaigns to drive results. Jamie is essential in leading the team to establish key business practices, team processes, and marketing strategies to drive increased leasing velocity, build strong communities, and establish, grow, and strengthen client brands.


The Marketing Landscape in Student Housing: The Key to Driving Leasing Results


Katy Smerko

Katy serves as Vice President of Leasing for Campus Advantage, overseeing corporate-level leasing and marketing efforts for 48 student housing properties nationwide. She has nearly a decade of industry experience in increasingly senior roles. Katy is responsible for developing and executing leasing and marketing strategies to ensure the portfolio reaches optimum occupancies. Previously, she served as a National Director of Leasing and Marketing, overseeing a portfolio of communities. In addition, she directed the marketing and branding efforts of initial operations, rebranded properties and provided corporate-level leasing and marketing support. Prior to joining Campus Advantage, Katy served as a Regional Supervisor and held multiple property management positions for the Dinerstein Management Company. She attended the University of Illinois Champaign-Urbana in Urbana, Ill.


The Marketing Landscape in Student Housing: The Key to Driving Leasing Results


Jennifer Cassidy

Ms. Cassidy is tasked with driving operational performance at the property level through overseeing all aspects of marketing & leasing, operations, human resources, talent development and financial performance for her portfolio As a Vice President, Ms. Cassidy serves as a relationship manager, working with a variety of different clients. In addition, she works along the Campus Advantage leadership team to identify and execute company strategies designed to enhance financial performance and increase asset value. Ms. Cassidy has spent her entire professional career in student housing holding a variety of different positions both on site and at the corporate level. Prior to joining Campus Advantage, she held a multitude of onsite positions with College Park Communities and Suite USA. Ms. Cassidy graduated from The University of South Florida with a Bachelor of Science in Interdisciplinary Natural Science. She holds an ARM designation through the Institute of Real Estate Management and is currently a CPM candidate. She is a member of the National Apartment Association and active with the Institute of Real Estate Management. Jennifer has been the recipient of the Campus Advantage Mojo Award, Regional Manager of the Year and Corporate Employee of the year designations throughout her tenure.


Turning over 1,500 beds in 2 weeks? The art and science of a successful ‘turn’ in student housing.


Michael Hanley

Senior Vice President of Facilities and Development Services Michael provides senior level oversight of all CapEx, FF&E and maintenance programs. He works closely with operations to ensure that Campus Advantage standards are in place when managing large CapEx projects. He also provides consulting on new development projects during the planning and design phase. Michael began his career in student housing in 1988 at Old Dominion University as a housing officer after serving in various roles including, Resident Assistant and Director. In 1997, he joined the American Campus Communities and helped establish new operating policies and procedures as a Regional Manager and General Manager. He was intimately involved in designing and opening University Village at Texas A&M International, as well as a full service residence hall at Texas A&M University in College Station. Throughout his career, he has a remarkable record of rescuing troubled and failing properties through improved operations and attention to detail. Michael holds a Bachelors degree in history from Old Dominion University and has participated in the Association of College & University Housing Officials (ACUHO) organization. He is trained in Compliance Bridge and Timberline management systems and has specialized training in low voltage and information technology issues. He has been involved in the design of more than 25 student housing communities.


Turning over 1,500 beds in 2 weeks? The art and science of a successful ‘turn’ in student housing.


Rich George

Rich George, CAPS, the NOI Coach, is an industry professional, speaker and author with 25+ of business experience, bringing a no-nonsense approach to strategic planning and a passion for employee development and culture building. Leah and Rich are frequent presenters at the annual NAA Conference.


Superhero Secrets: The Art of Recruiting and Retaining Action Staff

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