Recently switched to a different property and just learned they don’t accept any walk in tours. Everything has to be scheduled in advance. Is this how people are serving their customers today? I find it a bit strange why an agent would tell them to schedule it online for a day or two in the future when they are in the office ready to tour and possibly lease.
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Bulk 🆚 Retail Contracts
Whether you’re managing a community or developing multifamily housing, your telecom agreements shape property value, revenue, and resident satisfaction.
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The first 90 days of a lease-up are crucial. Use this window to set the tone, establish your brand, and build momentum toward your leasing goals.To help you hit the ground running, here are the top three marketing moves you should prioritize in the first 90 days of a lease-up—and why they matter.1. Build a Strong Digital Presence EarlyBefore your leasing office opens its doors, your online presence should al ...
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Guest Insider
You can’t tell them to “take it down”, but you can make sure that they do not use the property name as part of the page name. We had a few of our nice residents on the page and would give us a heads up if something was brewing that we needed a heads up on. Our community page was set so that nobody could comment unless we first approved it.
You can’t stop them from having a place to gossip- because that’s all it becomes when they set up their own site.
You can’t stop them from having a place to gossip- because that’s all it becomes when they set up their own site.
Jack Dewberry
You actually can tell them to take it down. You can’t threaten any consequences like eviction over it but you can tell them or ask them firmly to take it down
Guest Insider
I just think by demanding it’s a bit like poking the bear. I wouldn’t want them to think I was against it- I’d fake it for sure🤣
Fernando Ramos
Jack Dewberry I don’t think you have a legal background for it. They can and if they are smart they could keep it up.
However, I think this is just an opportunity for a property to see the areas they are failing and how they can improve.
I am part of every group that I have lived at and they share screenshots of the emails from management. Legal advices from attorneys that also live in the property.
People will join the group even before they think about moving in. They will see bad and good comments. However. A lot of the threads are get together or even selling furniture or recommendations for restaurants or cleaning companies. It is a good tool to make friends in the property.
However, I think this is just an opportunity for a property to see the areas they are failing and how they can improve.
I am part of every group that I have lived at and they share screenshots of the emails from management. Legal advices from attorneys that also live in the property.
People will join the group even before they think about moving in. They will see bad and good comments. However. A lot of the threads are get together or even selling furniture or recommendations for restaurants or cleaning companies. It is a good tool to make friends in the property.
Jack Dewberry
Fernando Ramos oh you definitely can’t legally force them to take it down. But the best course of action is telling or just asking firmly to take it down. Not like a email but either phone call or face to face. I’m not saying you threaten with any consequence either. But if they’re confronted and embarrassed they’ll take it down unless you seriously wronged them.
Guest Insider
Yes, best advice i could give is to "mind your business"
Unless residents bring it to your attention directly, leave it alone, it's not your business unless they bring it to you. Often times if you try to join the group, it'll escalate and you'll be constantly defending yourself and it'll look bad on your part. Don't join it and have your staff stay off of it too. It doesn't bring any value to the community when you have those certain people spreading negativity and then comment threads are 60 comments long bc the residents and staff are going back and forth. Not a good look. If some one is truly creating trouble on the page that you end up hearing about, you could speak to you're attorney and inquire about any options within your area or non renew or cure or quit if that's an option. I'm sure there are some circumstances that property pages have been a success but unfortunately just not in my experience. Id love to hear some positive experiences though, maybe there's a good approach... Show more
Unless residents bring it to your attention directly, leave it alone, it's not your business unless they bring it to you. Often times if you try to join the group, it'll escalate and you'll be constantly defending yourself and it'll look bad on your part. Don't join it and have your staff stay off of it too. It doesn't bring any value to the community when you have those certain people spreading negativity and then comment threads are 60 comments long bc the residents and staff are going back and forth. Not a good look. If some one is truly creating trouble on the page that you end up hearing about, you could speak to you're attorney and inquire about any options within your area or non renew or cure or quit if that's an option. I'm sure there are some circumstances that property pages have been a success but unfortunately just not in my experience. Id love to hear some positive experiences though, maybe there's a good approach... Show more
Anonymous member
We have staff in it but they don’t engage. It is rough though. Everyone tries to be the neighborhood watch, ring leader of community gossip, and of course endless complaints and lash outs about their neighbors’ bad behavior. Very bad for newer residents who come in with a clean slate and get sucked in to the petty drama.
Guest Insider
Anonymous member i agree! They are terrible most times and it eats away at you and the team. That's why I always suggest, don't look and monitor. It'll just keep every one frustrated and defeated. We've just ignored it and if residents bring it up, we tell them we don't encourage it due to negativity and negativity is so contagious, we don't need it in our day to day, but always welcome suggestions if someone wants to bring them directly to our attention.
Maybe find a good positive resident and see if they can post some positive things once in a while to see if more and more will jump on board? That's really tough though.
Hang in there. Hopefully one day majority is residents will see if for what it is and leave the group little by little. Then it'll just be the lonely admin talking to themselves lol
Maybe find a good positive resident and see if they can post some positive things once in a while to see if more and more will jump on board? That's really tough though.
Hang in there. Hopefully one day majority is residents will see if for what it is and leave the group little by little. Then it'll just be the lonely admin talking to themselves lol
Jack Dewberry
Why not just tell them to take it down? I knocked on the creators door and within 10 minutes it was gone. Even if they hate the property you can convince them to delete the group if they’re not personally mad at you. Don’t live with a toxic facebook group.
Anonymous member
I would check with your attorney, but you need to ask yourself are they libeling or slandering the property employees or operator? Tenants have the right to engage in quiet enjoyment of legal activities.. I understand why you may not want a page like this to be active but legally they very well may have the right to have a Facebook group like this. So below said tell them to take it down. It’s not that simple. For example, if I did not like the way, our homeowners association was being managed, I am legally allowed to create a Facebook group about that and complain as long as I did not commit liable or slander, but there’s nothing to prevent me from complaining about the conditions of the community or the performance of the HOA Board of Directors. this actually happened with our homeowners association a few years ago and the HOA management company said legally we cannot do anything about what they are doing.
Anonymous member
If the name of the Facebook page is similar to the Community name where it could cause confusion to residents thinking it’s an official company/staff sponsored page, you may want to talk to your legal department to send a tactfully worded “ cease and desist” letter to the creator, asking them to take it down .
Secondly , have your staff remove themselves from the page . If residents see the staff on the page, they may think that the behavior on the page is allowed by the staff and that sets a negative tone to the rest of the community.
If posts on the page are slanderous, dangerous behavior or harassing toward your property and staff, then again, consult with your legal department.
In reality, people can say pretty much whatever they want . It’s not illegal .
Typically, Facebook pages, such as this are representative of a minuscule number of residents who have nothing better to do with their time.
And honestly, if these residents are so unhappy living there , why wouldn’t they just... Show more
Secondly , have your staff remove themselves from the page . If residents see the staff on the page, they may think that the behavior on the page is allowed by the staff and that sets a negative tone to the rest of the community.
If posts on the page are slanderous, dangerous behavior or harassing toward your property and staff, then again, consult with your legal department.
In reality, people can say pretty much whatever they want . It’s not illegal .
Typically, Facebook pages, such as this are representative of a minuscule number of residents who have nothing better to do with their time.
And honestly, if these residents are so unhappy living there , why wouldn’t they just... Show more
Jack Dewberry
Tell the creator of it to take it down. I’ve been in this situation. Nothing good can come from it. It’s not going to be a forum where everyone brags about the landscaping and staff. Having a passive role is a bad idea. You need to shut this down tomorrow. And not with an email. With a knock on the door. You don’t want a bunch of residents talking to each other. Any problem they have will get posted into these groups and the rumor mill will spread. We’re actually off Facebook entirely.
Guest Insider
Jack Dewberry this would be good advice if we were allowed to control it. As long as they are not using your branding, they are legally allowed to be in or start any FB group they want...u can non-renew when the time comes in most states without explanation though
Jack Dewberry
Well they don’t to have to remove it of course but they probably will unless they just absolutely hate it there. It’s worth telling them to take it down face to face. An email or call will be ignored. Go with a team of a couple of maintenance guys if you need. People usually will be embarrassed. If they double down then yes no renew
Anonymous member
Reach out to the resident and politely let them know a few rules. Kill em with kindness
Hey resident, we saw the FB group and it's great that you're building community! We don't want to run into and issues or confusion, can you please be sure to put on there somewhere that this is resident run and the staff can't and won't access it or respond. Please don't use any official logos or images so corporate won't come knocking. We would love for you to share posts from our official page and encourage your neighbors to come to the community events! XYZ is coming up soon! If you have any questions or concerns or something comes up that may require our attention, please contact our office.
See how they respond. If they're hostile, now you have a paper trail for them operating in bad faith. They may tell you what's bugging them and open a constructive dialog or they may be a new ally.
You can't really do anything about it, so lean in!
Hey resident, we saw the FB group and it's great that you're building community! We don't want to run into and issues or confusion, can you please be sure to put on there somewhere that this is resident run and the staff can't and won't access it or respond. Please don't use any official logos or images so corporate won't come knocking. We would love for you to share posts from our official page and encourage your neighbors to come to the community events! XYZ is coming up soon! If you have any questions or concerns or something comes up that may require our attention, please contact our office.
See how they respond. If they're hostile, now you have a paper trail for them operating in bad faith. They may tell you what's bugging them and open a constructive dialog or they may be a new ally.
You can't really do anything about it, so lean in!
Guest Insider
We've had people post about resident Facebook groups in the past, here is a previous post that has some good comments with advice: www.facebook.com/groups/multifamilysharespace/post…
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Good morning wonderful professionals, I hope everyone is well.
Branded Condos Were Just the Beginning…
In cities like Miami and Dubai, slapping a luxury logo on a glass tower has become real estate’s version of couture: exclusive, glamorous, and built for brand equity.
But a new chapter is...
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Every good entrepreneur wants to capitalize on their efforts, and commercial real estate agents are no different. The entrepreneurial mindset is one in which we are always looking to generate more revenue, so it's only natural that we seek ways beyond our commissions to increase our income. Here are some strategies I have used to generate additional revenue throughout my commercial real estate career.Residential Real Estate Agent Referral Program ...
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I’m trying to find someone I can get some advice from. I have a complicated resident. If you send her one email to kindly draw her attention, she will return the favor with 3, 4 or more emails stating residents rights, uses legal jargon, stating Texas legal resident rights etc. Anyone care to help me out? I’d rather a one on one. I don’t just need help with a current situation but need to figure out how to deal with her and other people like her.
Elysia Troiano
Definitely agree with taking the issue and conversation off line. If the bbq is a lease book
Elysia Troiano
Lease violation copy and paste that into a violation notice and offer some times to meet in person
Guest Insider
Anonymous member I have run into the bbq issue myself. After lease violations didn’t work and pleading with the resident to be respectful of their neighbors and getting nowhere. Thankfully our local fire dept was literally a block away from the property. I gave them a call to ask the ‘hypothetical’ question of what they would do about the situation. They happily visited our property on a ‘drive thru’ and located the offending resident’s bbq grill and issued them a ticket. Then they helped the resident dispose of the offending grill. I’m not going to lie, it was nice to know they had our backs on that one.
Guest Insider
Anonymous member don’t email. It gives her opportunity to “reply”
It’s a violation. Put a violation letter to door and send by mail.
It sounds like she “too comfortable” and thinks she can email responses all the time.
Sent an automatic reply to your email only for this resident asking to only call.
It’s a violation. Put a violation letter to door and send by mail.
It sounds like she “too comfortable” and thinks she can email responses all the time.
Sent an automatic reply to your email only for this resident asking to only call.
Althea Phoenix
When you’re dealing with people in survival mode, especially in property management, it’s important to understand that you’re not just talking to someone about rules — you’re talking to someone who may feel powerless, threatened, or burned out. Their aggressive or defensive response often isn’t really about you or the rule, but about their need for control, dignity, or security in a stressful environment. Sometimes face to face and then following up with an email about the conversation.
Althea Phoenix
1. Don’t Take It Personally — Even When It’s Personal
Recognize that it’s not about you, even if their tone is harsh or accusing. They’re likely reacting to a bigger emotional load — rent pressure, health issues, job insecurity, or past bad experiences with authority.
⸻
✅ 2. Acknowledge, Then Re-direct
Show you heard them before reasserting the rule. People calm down faster when they feel seen.
Example:
“I understand it feels frustrating when rules change or feel unfair. We’ve had to implement this policy based on fire code and for everyone’s safety. I’m happy to answer questions or help find safe alternatives.”
⸻
✅ 3. Keep Tone Neutral, Calm, and Brief
Survival mode loves a power struggle. If you sound defensive or annoyed, it gives them more reason to fight. Keep messages short, factual, and respectful.
Instead of:
“As I said before, grills are not allowed. This is in your lease.”
Try:
“Thanks for your response. To clarify, the no-grill policy is based on fire code [or insert... Show more
Recognize that it’s not about you, even if their tone is harsh or accusing. They’re likely reacting to a bigger emotional load — rent pressure, health issues, job insecurity, or past bad experiences with authority.
⸻
✅ 2. Acknowledge, Then Re-direct
Show you heard them before reasserting the rule. People calm down faster when they feel seen.
Example:
“I understand it feels frustrating when rules change or feel unfair. We’ve had to implement this policy based on fire code and for everyone’s safety. I’m happy to answer questions or help find safe alternatives.”
⸻
✅ 3. Keep Tone Neutral, Calm, and Brief
Survival mode loves a power struggle. If you sound defensive or annoyed, it gives them more reason to fight. Keep messages short, factual, and respectful.
Instead of:
“As I said before, grills are not allowed. This is in your lease.”
Try:
“Thanks for your response. To clarify, the no-grill policy is based on fire code [or insert... Show more
Guest Insider
yes i’ve seen this many times and it is usually the result of a serious mental illness and it will get worse. We engaged our attorney to handle the situation directly with resident from the point where you are and this prevented communication mistakes by staff. In one severe case, the resident has sued so many businesses that the courts required she get permission before filing more.
Guest Insider
I am big on sending them a copy of their signed lease with the appropriate section highlighted and a lease violation notice with a 1 time warning. Explain that future violations will result in fines/removal of grill/potential non-renewal. Ignore any communications they send regarding their “rights” that don’t coincide with the lease agreement that they signed. If they continue about residents rights then let them know that their attorney is welcome to contact your attorney.
Guest Insider
that is all I would do. Do not entertain the back and forth over their rights. Their rights are outlined in the legal binding contract that they signed agreeing to. If they feel they have rights outside of what is outlined in the lease then they can contact an attorney. If they feel Management isn’t honoring the lease then they can contact an attorney. I have had residents like that and the more you go back and forth, the more they try to twist and feed off of what you say. Or they try to get you to say something offensive so they can go over your head and make you look like the bad guy. If they have a question about interpretation of the lease, I am happy to discuss that but if they argue or say my interpretation is not correct then A. They should have brought this up prior to signing and agreeing to the terms. And B. They can contact an attorney who they can provide a copy of the lease and their attorney can explain to them what their rights are. If Management is holding up their...
Show more
Anonymous member
Don’t give special treatment to those problem residents. Continue notifying her as needed and don’t go back and forth. If she does not abide, then begin with lease violations. Let the paperwork speak for itself. If you have a courtesy officer on site, use them as your tool to respond when she is in violation and/or to educate her on the city ordinances of not being able to use a grill on her balcony.
Ps, chat GPT has worked wonders for helping me create email responses and quotes their lease or certain city ordinances. Just saves me time from referring back to their lease so Chat GPT does the work for me.
Ps, chat GPT has worked wonders for helping me create email responses and quotes their lease or certain city ordinances. Just saves me time from referring back to their lease so Chat GPT does the work for me.
Guest Insider
Stop replying. Literally. I obviously don’t mean this as common practice and I come from an extremely responsive background, but I learned to ignore those that come full force- they thrive off the demands of your replies and eventually they do give up or lighten the load.
Guest Insider
Let your lease do the talking for you. Send highlighted copies surrounding the issues your resident is bringing up. You can also look up and send local fire ordinances as well, and then ask for a one on one if this person wants to talk it out. Stop the emails because you’re just gonna go in circles with them. The TAA lease allows you to give a lease violation for this and if it continues give a non renewal because in Texas landlords have the right to non renew the lease without cause. You have cause to non renew her lease if everything you tell her is going to be an issue. Emails can also be misconstrued depending on how she is reading your replies, so one on one tends to be the best way to get the point across.
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Fraud has been a hot topic in multifamily, and the problem isn't just increasing—it's evolving at an alarming pace.
From doctored pay stubs to sophisticated identity theft schemes, property managers are facing more complex challenges than ever before.
But here's what caught my attention in
...
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When we talk about trends in multifamily, we often zero in on technology: AI, smart home devices, centralization. But what if we're looking too narrowly?As part of the AMA's Foresight Panel, I've been exploring a tool called STEEP, a strategic framework used to spot signals of change. It stands for: Social Technological Economic Environmental PoliticalThis isn't just for futurists. It's for marketers, operators, asset managers. An ...
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In the fast-evolving world of multifamily real estate, collecting accurate market data has always been a cornerstone of successful property management. But how we gather that data has undergone a significant transformation over the years. In a recent conversation, Clay Llewellyn, COO of Income Property Specialists (IPS), took us through this fascinating evolution, providing real-world insights into how the industry has shifted — and where it's he ...
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I am D O N E w/ the industry. It has gone to sh** since COVID.
Where do I go from here? I feel like as a PM, I have many transferable skills into a new industry. However, I haven't received any callbacks in at least a year from employers outside of multifamily without a substantial pay cut. A sales...
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Anonymous member
I think the hardest part about the job since covid is the employees, MAN, it’s so hard to find good, reliable employees now!
I’ve been thinking about making a switch to either the AP side, or maybe switching to one of the softwares that I’m super familiar with, either Onesite or Coupa. I am leaving the continental US for Puerto Rico in 5 years and even though I CAN retire at that time, I’m thinking I’d prefer to switch to position I can do remotely but still within the same kind of industry that I’ve dedicated 15 years of my life to so far.
I’ve been thinking about making a switch to either the AP side, or maybe switching to one of the softwares that I’m super familiar with, either Onesite or Coupa. I am leaving the continental US for Puerto Rico in 5 years and even though I CAN retire at that time, I’m thinking I’d prefer to switch to position I can do remotely but still within the same kind of industry that I’ve dedicated 15 years of my life to so far.
Anonymous member
Anonymous member agreed. The employees I had precovid were great. Promoted all 3 of them at one of my communities. Covid hit. I left the working world completely and stayed home for a little bit. We did the online school stuff with my kiddo. Then hopped into commercial mgmt for a year. When I came back to multifamily, I called 2 of the 3 ladies and they came back to work with me. Most of the people I've had since then, lameeeeee.
Anonymous member
Anonymous member I think switching over to the software side is a really good idea. Good luck with hitting your 5 yr goals! 😊
Kathy Chaney
I agree with you about the industry that I have been in my entire adult life. Since Covid it's not fun anymore. Property owners and management are out of control on their expectations. I have semi retired and am stepping back and going back to leasing. Excited for the prospect of doing the fun part of the job. Helping people find a home. I don't understand that you don't want to do sales, but isn't that what you have been doing all along? Apartment industry is nothing but sales. Difference is that if you get a bad apple you are stuck with them for sometimes years, outside sales, you can walk away and never have to see them again.
Guest Insider
Kathy Winfrey Chaney and HR, recruiting, accounting, bookkeeping, counseling, legal, AP, collections, marketing and soooooo much more!😉
Anonymous member
Kathy Winfrey Chaney it isn't exactly the sales role itself that I dont want. I really dont like driving around. If I was out in the field, I'dgo crazy. It really stresses me so I prefer as short of a commute as possible without living onsite lol. I really dont drive more than I have to. However, I have considered remote sales because that would be different of course. It would just be at the bottom of my preference list of careers.
Guest Insider
Kathy Winfrey Chaney I started out in 1998 as an assistant. Then I quickly became a community manager and did that for 22 years. Here I am at the age of 50 and decided to step down and do what is fun….leasing of single family homes. My days are now enjoyable and I don’t have the stress I once had. I love it. 🥰
Guest Insider
Homebuilding! So many of my skills transferred with a national new homebuilder!
Guest Insider
I completely agree with your statement. COVID changed everything I loved about this industry to everything I despise. After 20 plus years I left and now work as a bookkeeper/office manager from the comfort of my home and I absolutely love it. I continue to follow these groups as a reminder of why I left and don’t want to go back. You have many transferable skills. Break down everything you do and get Chat GPT to help you revise your resume for any new position you are interested in. I do have some friends who work on the software side for Yardi etc so that is also an option. Good luck. Hang in there and don’t let them break your spirit.
Guest Insider
I switched to commercial real estate and it’s been a game changer and so much room for growth. I came in as a Property Coordinator and handle Operations and Logistical side of things with leases and assets. So maybe an idea! Good luck!
Guest Insider
I went to HOA management after 12 years in the industry. Many of my coworkers were in Multifamily before as well. Not for everyone, my husband tried it and did not like it, but I like it better. No leasing, managing staff, and I work from home most of the time.
Guest Insider
I am so sorry. I’m from the south and we never closed our corporate office during covid. We had two departments working in close cubicles so those went hybrid and spread out. Interestingly, no one in the office got sick until Dec 2021. We simply allowed people to borrow whatever PTO they needed but don’t come to work even with the sniffles. It worked for us. Also, the southeast is a landlord friendly area and we didn’t have the massive unpaid rent. We worked with our residents with payment plans and for the most part, those were honored.
I retired recently and actually grieved my job and my friends at work.
I hope you will find a job that becomes part of you- one where you can grieve when you retire. Hugs
I retired recently and actually grieved my job and my friends at work.
I hope you will find a job that becomes part of you- one where you can grieve when you retire. Hugs
Guest Insider
Go work for one of the software companies you use. They all NEED people with realworld onsite experience but also with their specific tools.
I was on the software side for many years before making a recent change out of the world entirely. The money is great also
I was on the software side for many years before making a recent change out of the world entirely. The money is great also
Guest Insider
A year ago, I switched to manufactured housing communities and RV parks after 25 years in multi-family. It’s so much easier!! They own their own homes, so way less maintenance and bs.
Guest Insider
Don’t count out the vendor side!! I switched to outdoor hardscape sales a year and a half ago and LOVE the freedom, learning a new industry, remote working, and above all people are happy not yelling when we complete a project!! There are great companies out there that do not treat you like a sales person! Our skills as PMs really transfer to project management as well!! Good Luck!
Guest Insider
Definitely don’t mind showing you the vendor side you like it better in sure
Guest Insider
I switched to accounting and worked remote for my same company. Kept my tenure and benefits.
Morgan Reeves
I recommend hiring a professional to meet with you about your transferable skills and help you redo your resume. Resumes are so specific these days with key words and what not. In general the resume landscape has changed so very much in the last few years with scanning systems that will auto reject you etc. The cost is about $400 for resume only $800 for full on resume + LinkedIn profile redo. I have a contact I’m happy to share if needed.
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Multifamily branding has evolved significantly, but there is always room for improvement. A well-crafted portfolio brand can elevate your brand recognition and enhance leasing success rates.Imagine if your multifamily brand could build loyalty just like major hotel chains do. That's the power of a portfolio brand. Read on to discover what a portfolio brand is and why it can be a game-changer for your communities.What Is a Portfolio Brand in Multi ...
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When evaluating renter verification tools, property managers should ask their vendor partners these critical questions to ensure they're selecting the most effective and efficient solution: 1. How Comprehensive Are Your Screening Reports? A robust screening tool should provide a complete picture of potential residents. Ask vendors:What specific information is included in your reports?Do you offer credit checks, criminal background checks, a ...
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Feeling incredibly touched today. 💛
A resident left me this beautiful card, and it truly reminded me why kindness and simply being there for someone matters more than we know.
Moments like these make everything worth it. Always be kind. You never know the chapter someone is in. 💫
Guest Insider
I love thank you cards from the residents! It makes it all worth while. Well done! 💜
Althea Phoenix
yes it does especially when you needed it!
Hollie Abernathy
Hold onto three kinds of notes. It’s the residents that recognize you with handwritten. Toes that will sustain you through the hard times. PS…great job!
Althea Phoenix
Hollie Abernathy yess I love these. I give thank you notes for the thank you note lol
Brittany Stroud
Beautiful!
Mya Estrada
You're doing a great job! This is so sweet.❤️
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25 JunOnline!Event starts in:
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09 JulOnline!
Having an appointment sets the tone we want to set aside time for you to ensure we provide you a full experience.
It’s not a bad practice but how you convey that message to customers is important to.
For your new company find some ways to work with this policy. If it’s appointment only but you have some same day time slots available offer those. Or carve out some walk in time daily so you can let people know. It’s also great for the LCs it tells them that their time is important and gives them space to close tours and complete admin stuff and follow ups without constantly being bombarded w walk in tours.