Mike Whaling created a new blog post,...

Especially with how attribution is often reported in multifamily (defined source lists), you only get reports on channels you're actively investing in. It's a closed loop. If a channel looks like it's working, you invest more in it. More investment means more data. More data means the channel looks even better in the next report. Rinse and repeat ... until you hit diminishing returns and wonder what happened. We only measure what we're already do ...

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AI can respond instantly. Schedule the tour. Follow up. Nurture the lead.Great.But what happens when the prospect actually walks through the door?As more of the leasing process becomes automated, the skills of the leasing professional become more important, not less.Technology can make the front end of leasing faster and more efficient. It can help prevent leads from going unanswered and keep prospects engaged when the leasing office is closed.Bu ...

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For over the last 12 months, we have consistently had to spend a significant amount of time resolving issues with payments not being applied correctly. We’ve had to repeatedly provide proof of payment, payment confirmations, and documentation for credits that were misapplied on their end. In some...

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Anonymous member I’ve consistently experienced issues with HD for years while working for different companies. HD is a mess.

Anonymous member Anonymous member I’m not happy to hear that but glad we are not the only ones 🙁

Anonymous member Ever since their HD Supply Director of operations left last year to Chadwell Supply the notice is real.

Laura Jordan HD Supply is so much more expensive than any of the other places so I don't use it unless I absolutely have to. Chadwell supply is my go-to, although my appliances come from Lowe's

Anonymous member Yessss! And I keep getting invoices for “payment discrepancies” that contain no information.

Guest Insider Dealing with this now….. they turned us over to collections for invoices that we paid over a year ago

Guest Insider One of the biggest reasons I don’t use them any more

Guest Insider yea when their driver SA'd me multiple times but didn't do anything about it kinda hard to look past. but my regional says weve gotten several demand letters from them when weve paid so it seems like a flaw

Mike Powers In a prior life world....
We told a supplier purchase by PO only.
We would only pay based on PO.
Not one dime more.
Works for large scale major purchases.
Gets tedious painful for ad hoc type purchases.
Consider an AmEx expense card only good at HD and only functional 7am to 3pm Mon-Fri.

Miles Scruggs I’m curious why you’d allow this to consume any more than a nominal amount of time. An AI agent well directed would organize and chase this for you with very little effort. Feed it both ledgers and it will reconcile them. If each item needs to be opened to views the details on both sides it can crawl through and do each one of those for you as well.
The thought of asking a human to do this level of work in this day and age is like asking them to make a copy of a lease and giving them to he original along with quill and parchment.

Anonymous member Miles Scruggs we have done everything you can think of. We had a third party doing this and they STILL couldn’t sort it out with HD. HD’s A/R department doesn’t respond, they don’t even respond to the HD supply’s A/P department. We have to work with our company AP rep at HD directly to have the payments reconciled properly. We’ve had meetings with HD about it. Nothing is working to resolve the issues.

Miles Scruggs Anonymous member so you have an agent prepare the work and you hand it over well documented detailed and explained to your company AP rep at Home Depot.
What you’ve just described sounds like less than 30 minutes of one persons time each month.
I’m not suggesting that this is the solution to HD’s problems. I’m just trying to desperately grasp how you are allowing it to consume any more than a nominal amount of your team’s time. You can’t control them but it sounds like the real change needs to start at home.

Guest Insider Enroll in their online portal and pay online. It will solve all issues.

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When calculating income to qualify a prospect, do you accept savings accounts and if so how do you calculate them on annual income and what company do you work for?

Guest Insider For any lump sum, we take the average across three months and only apply 1/3 of the total toward income. So, if the three month avg.is $60,000, only $20,000 is used for the purpose of income qualification.

Guest Insider If we use savings, they have to show 2 years worth of rent in the account over the last 3 months.

Stacey Pichette Only if they’re not working. Required to have 2 years of rent in the account. We offer a 6 month lease, and they pay in full at move in.

Guest Insider When I did on site they had to have enough to cover the rent for the lease i always did think it was odd because technically they could go spend that money the day they get their keys. 🤷🏻‍♀️. Most companies would probably require the 2 or 3 times the rent requirement times the lease term (so $1200/mo rent *3*6 mos need minimum $21600 in savings

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How editorial storytelling, everyday rituals and neighborhood access can turn property content into a reason to care. The pool is beautiful. The fitness center is impressive. The resident lounge looks professionally staged.News Flash: So does the next property's.Scroll through several apartment community feeds and the pattern becomes familiar: an empty room, an amenity label, a sentence about luxury living and an invitation t ...

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I certainly understand there can be a significant price increase for not giving sufficient notice but going from $1800 base rent to $9,500 is absolutely absurd.

What are your thoughts?

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Guest Insider Not in FL. You don’t even have to allow month to month. A price increase by that much pretty much means your ownership doesn’t want people on month to month.

Guest Insider Yes that’s correct, owners don’t want the uncertainty of a M/O occurring esp if a property already has high exposure.

Reba Shahan & especially of you just moved in & a turnover is required again. Almost better to commit to a short-term lease.

Guest Insider As long as it was notified that this was the mtm price on your renewal offer, they can increase as much as they want.

Miles Scruggs This is a national group and I’m sure you understand different local states and jurisdictions make their own laws.
Short of it, though they’ve priced their market you have complete free choice. Either it’s worth it to you at that rate to stay or move and find another place that is worth it to you.

Guest Insider On paper you "can" do all kinds of things but, in reality, an absurd increase brought to a judge will be thrown out because it is unconscionable. If you make MTM $500,000 because no limit is given under the law, do you think you'll collect? No way.

Guest Insider What state are you in?

Guest Insider Georgia

Leah Love Anonymous member No laws cover this for Georgia. Sorry. 😢

Guest Insider $1,000 is the max i think is reasonable month to month, 9,500 is insane

Tamara Sanchez I’m in San Jose, California and our studios go for $1500+ 3br apartments go for like $4k. Anything is possible but even we have caps on rent increases but most places I’ve worked do not do month to month in this area and if they do it will be a pretty penny.

Guest Insider Tamara Sanchez I think my state has to offer month-to-month, but I'm not sure. I work for one of the bigger companies and it's $1000 per month

Guest Insider you can buy a home for alot less than 9500 a month

Guest Insider in CA it is 9 percent every 12 months

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Let's do this trend:
We listen and we don't judge: Multifamily edition 🤣

Brent Williams

Guest Insider We listen and we don’t judge episode 2! Me listening to a Resident for 20 minutes while they cry on how they can’t pay their rent because they ran into some medical issues and personal things in their life, I go along with it in compassion only to see them walk through the door an hour after our conversation with fast food and fresh nails!

Guest Insider And don’t forget the $500 hand bag!

Guest Insider Hey! Everyone has money for food 🥘 😂😂😂

Dan Holden Sometimes when tenants call, I just set the phone down and let them talk to them selves. Its better for everyone that way.

Fernando Ramos I'll go first:
We listen and we don't judge...
I've nodded along for a full 10 minutes while a manager confidently explained their fire system to me completely wrong and all I said was "interesting."
Your turn vendors AND property managers, drop your confessions below. We listen and we don't judge.

Guest Insider Fernando Ramos if only said manager knew your background. 😭😭😭

Guest Insider Back in my restoration days….when residents would call the PM to complain about “black mold” growing on their shower walls 🤦🏻‍♀️ most likely to wiggle out of their lease contracts or get free rent. I would have to politely explain to the resident that Mold cant grow on tile because it’s non-porous & It’s just surface mildew that happens to your shower and windows when you never clean them 🫢
We listen and we don’t judge…
…But then we educate and re-direct 😂

Guest Insider When an annoying resident comes in the office just to chat, I pull up an old recorded teams meeting just to say “can’t talk right now I’m a meeting”.

Guest Insider Anonymous stealing this idea 🤣

Guest Insider When residents call and have an attitude right off the bat I’ll put them on an extended hold as a “time out”

Guest Insider I have had a saying for many, many, years. "Observe, but don't absorb."

Guest Insider I can’t play…I DO judge. 🤷🏼‍♀️

Guest Insider I may have done some steering when I was a leasing consultant 25 years ago making sure all the exotic dancers had their own building by the back pool after one was tanning topless at the main pool.

Guest Insider Sometimes I’d pull the ac disconnect and act like the part is on back order for units under eviction.
We listen and we don’t judge 🤣🤣🤣🤣

Guest Insider When one of my teammates gets stuck with a talker I come around the corner, with props (files) in hand, to assign them an “urgent” task. That usually wraps up the conversation they were stuck in.

Guest Insider When I was onsite, if a resident had a question about something I didn’t fully understand, I’d just talk a lot and use technical terminology that they wouldn’t understand, but do it with the tone like I’m talking to a kindergartner. At the end, I’d say, ‘Does what I’m saying make sense?’ And they always said yes, for 20 years.
In my head, I’d be like, ‘That’s great, because I have no idea what I’m talking about.’

Guest Insider When I worked at a senior building they would talk so much, which is FINE but I was a one person office and still had deadlines so I kept my office line on speed dial from my cell phone and would just call myself and excuse myself because I had to take a phone call

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A surprising number of platforms do not surface availability in the code. Just because you see availability doesn't mean that the AIs can. Also beware of AI audits. They can surface problems that don't really exist. For example, if you're using JavaS

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You are definitely not the only one! I only know to try to "kill the customer with kindness" and be really kind in how you say anything, even telling someone you have to evict them, and be willing to say you're sorry - not that you DID anything wrong, but you're sorry they have the circumstance, or...

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Agree! We have to laugh (or we'll cry - something like that! ha!). There is a scientific reason too: "Laughter boosts workplace productivity by up to 12% and reduces stress hormone (cortisol) levels by over 30%." Source: National Institutes of Health

Gerry Hunt

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You are speaking my language! Ronald Harrington, Latrice Leakes, and I did an Apartmentalize session on this exact topic!! Great insight.

Gerry Hunt

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One would think we are back to healthy, but this is a revenue-based chart, not an NOI chart. And we all know what happens when we layer expenses on this graph.

Always enjoy your posts, Trey .

Source

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There is a giant trend in multifamily happening right now, which is the rise of consultants and fractional executives. The opportunities can be amazing, but the challenges are not small, either. Suddenly, one is in a new role of marketing themselves to generate business, and now that business has many more "bosses".Two amazing people came together to talk about the in's and out's of going solo, Dana Pate of Stitched Marketin ...

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I’m gobsmacked! I just saw the future of leasing, and it’s their bots talking to ours.

I decided to shop several properties onsite, but instead of going to their ads or websites, I simply asked Meta’s Muse to set everything up for me.

My happy AI assistant opened its own browser, scheduled my first appointment, then lined up comparable properties with pricing, reviews, amenities, and move-in vs. monthly costs.

Email confirmations started... Show more

Brent Williams

Guest Insider This is 💯 why I’m building multisites.ai (websites for AI agents not just humans). It’s going to change so much faster than people realize.

Guest Insider I'm interested in what that looks like! (As in, I've checked your website; now I'd like to see that in the wild)

Guest Insider The second the wrong rate gets quoted without fees included I promise you someone will care.

What part of the process did you trust? What didn’t you?

Guest Insider What's interesting is that one of the comps didn't have full disclosure on their website of fees, so that definitely was a trust killer. It left a bad taste from the start. And the bot called them out on it: "you'll have to ask them since it's not transparent." If I had to say what part of the process I didn't really trust, it was the concessions - they weren't really promoted well and it skewed some of the conversation. But these are likewise human problems, not just bot problems.

Guest Insider Matthew Bullock that’s awesome it called them out. I worry about how much companies have differing data out there due to uncontrollable sync timing or worse and what happens when bots draw from that data. I’ve got an audit tool we are working on to test AI outputs for accuracy for that reason.

Would love to download with you on your experimentation,

Guest Insider Interesting experiment. I’m curious if all of the emails you received where also from bots automations. When exactly did a human from the property side enter the process? Was with a email, a phone call or only when the tour happened. Would you have toured a property that didn’t call you?

Guest Insider The emails I got back were mostly auto-responses. I got a call from the third property back within 60 seconds of submitting the guest card. And it was a human on the line, not some "voice bot" trying to ask me to take the next step. And, surprisingly, they were calling me to personalize the process -- even after I'd scheduled the tour. They could have simply said to themselves, well, we've got the tour - that's that. But they called within a minute, just to say hello and introduce themselves.

Guest Insider No, people will not care what it looks like! You’ll never see it. I think this is such an interesting conversation because it really opens the door to how we protect our branding. That website was our billboard for years. It took the place of those brochures. Where do you think it goes from here? Sure, everyone’s AI agent can browse all the websites, and then the reality is they are representing the brand. I think it probably takes more than a machine readable site to protect the image that you really want perceived by residents. I don’t know the answers. I just love the conversation!

Guest Insider I was describing this to a friend in the business. And the situation is like this: instead of sitting down with each leasing agent separately at each property, it was like I was able to put them all in the same room offsite and ask them all the same questions at the same time, without making the rounds. It levels the playing field for the prospect. They get to take us out of our comfort zone where we have the pretty designs on our websites and buzzy slogans about the experience. From there, I get to pepper them with questions and see how they all shake out, group interview style.

Guest Insider Yes! Pretty soon most purchases will be done by AI agents talking to and negotiating with other AI agents. It’s super fast and efficient, but it is also dramatically changing the entire purchase process for both companies and buyers.

Guest Insider Yes, that's exactly what I was seeing. I'd heard about it and read about it for months, but having it happen for me without much effort on my part - it was eye opening.

Guest Insider Hello, Muse and all AI agents out there. Meanwhile, human interaction will still make a good impression. The AI agent will just make this process easier.

Guest Insider It's a tale as old as time, but more important than ever as we all know when we're getting AI slop instead of real, authentic communication and connection.

Steve Matre Movin' fast!

Guest Insider Steve Matre You're not kidding! I keep saying, "well, that changes everything." And then AI changes the game again.

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For years, many affordable housing operators have treated HUD inspections the way a homeowner treats a dentist appointment: something to prepare for right before it happens, not something to think about in between. That approach is about to get considerably more expensive.What's changing in NSPIRE scoring on October 1, 2026Starting October 1, 2026, HUD will begin applying point deductions under the National Standards for the Physical Inspection o ...

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