The minute word trickles down throughout the team that the ever-elusive CORPORATE visit is scheduled, people begin to notice all those things they should have been noticing AND doing all along. Interestingly, it seems that a visit from The Corporate Office often strikes fear in the hearts and minds of many onsite teams. Why is that?

The politically correct response should be, “No sweat. Come any time!” But the realistic response is often, “Gosh darn it (you know what I mean) – I don’t have time to screw around a whole day with THEM. And what’s going to change anyway? All they’re going to say is, ‘Why aren’t you doing this?’ and ‘Why aren’t you doing that?’ But they aren’t going to give me any more money in my budget to get this done.”

One reason there might be so much fear is because much of what happens at The Corporate Office is unknown and not clearly understood by many onsite teams. Another reason might be because onsite teams oftentimes do perform daily job responsibilities in direct opposition of corporate policy. A third reason that may produce this reaction is simply that no one knows what preparation is needed to ready for a what may actually be a once-a-year visit (that the onsite team views as an inspection.)

Many community managers have some steady contact with their Regional Managers, either through phone calls, reports and once-a-month site visits. However, the Maintenance Team, including the Cleaner, may have very little personal contact. Even the Office Team may have limited contact. After all, the only time most Leasing Consultants hear directly from the RPM is to give them their Shop score, and even then, that is probably passed along from the RPM to the PM to the Leasing Consultant. The poor Groundskeeper may not even meet the RPM, let alone anyone in a senior positon!

Let’s face it, we know time is precious. If we were honest about it, how often does the Senior VP of Construction deal with anyone onsite unless a major rehab or structural problem occurs? How many Company Presidents, CEOs, or Investors come to talk with a team – unless there is a financial concern, for example, the property is performing poorly financially? Obviously, I would like to suggest this change, but then we are back to the There-Is-Only-So-Much-Time argument.

Bridging the gap between The Corporate Office and the onsite team must begin with the idea that this is a relationship, too. How is it that we expect the onsite teams to develop relationships with residents, vendors, and contractors, but not to develop a relationship with upper management? Property Managers must understand that they may be the “face” of the team, but they are also the link to the support system and these managers must communicate effectively the goals of the corporation. It is this direct communication to all parties that bridges the gap.

Regional Managers should not arrive onsite thinking they are there to shake things up and find fault with every little thing their predecessor “let go and overlooked.” Let me let you in on a little secret. Regional Managers are there as the first line of defense with The Corporate Office and should be looking for ways to supplement the work the team is trying to complete. Their role may be to produce the numbers financially, but that is not going to happen unless they are willing to pitch in and help out as needed. “How can I help YOU SUCCEED?” should be their one and only mantra. Do you need new staffing to get the occupancy up because your current team is riddled by backstabbing, what’s in it for me only thinkers? The RPM should say, FIND NEW PEOPLE. Do you need some exterior improvements to improve the shoddy curb appeal? The RPM should say, SOLICIT BIDS. Let’s put together a plan. Let’s look at the Budget to see where we can cut money and reallocate some dollars.

Vice Presidents and Company Presidents can support the onsite team by occasionally sending out an email of praise to the onsite team. Why is that one Leasing Consultant who has gotten twelve new leases in two weeks in JANUARY for goodness sakes, is never told, “I appreciate your hard work!” It would mean the world to some of these hardworking team players. And a word of encouragement costs nothing. It would be such a morale booster to the team to have someone this high up in the food chain say to the Maintenance Team who has cleared three feet of snow off sidewalks non-stop for two days that they, too, are appreciated. Our onsite teams work for more than just the paycheck. They would like a little recognition, I believe.

For those teams expecting onsite visits, fear need not be the reason to do your job at full tilt and throttle. If you are doing what you should be doing, wholeheartedly, there is no reason to panic as that date rolls close. Doing your job right is the purpose of being there. Get it together. Of course, you are probably doing your job to the best of your ability and may still be nervous. However, once you get through one visit, experience will lessen that nervousness. Then, the following tips may help calm your nerves and those of your team:

1.       Audit your files by starting with a review of all new Move In leases. Catch errors at the beginning and there will be no worry when presenting files for audit.

2.       Ensure your Leasing Team is answering calls expeditiously, courteously and following your company scripts, if applicable. If for some reason, this has become lax, tighten up procedures.

3.       Communicate expectations with your Maintenance Team daily. If you want grounds policed daily, then they should be doing this. If they aren’t and you know they aren’t, then it is Management’s fault but the person “Corporate” may notice NOT doing the job will be Maintenance, specifically the Grounds Crew. Procedures should be followed as a habit, not as an exception.

4.       Take care of business. Managers who all of sudden notice that the Office is not clean enough for Corporate Visits, have probably lost good Prospects who I will assure you have already noticed dirt caking window sills, dust collecting in the corners near the ceiling and under the desks. Prospects will assume if the Office is not clean, then their apartment will not be either.

5.       Make sure past infractions noted on Marketing Reports have been addressed and resolved. Nothing is more upsetting than a property where things like algae forming on the north side facing buildings is still there months later. Landscaping should not be blocking signage. Curbs should be swept, no parking zones should be clearly marked (and painted yellow); signage should be present in areas such as the pool, fitness center, Game Rooms, and movie theatre. All branded signage should be visible. I have seen property managers who run around like crazy placing all those little branded signs on desks and in frames right as the VP or President comes through the door.

There are a lot of things these property visits reveal. I find usually, what is most important is that the details are addressed and maintained. This is the one part of onsite management that should be a matter of habit. A final piece of advice: let the pride you feel in yourself, your team and your property shine in your heart and attitude every day and when anyone comes for an announced or unannounced visit, you will be grateful and happy to welcome them into your Office.