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Common branding mistakes are bound to happen—even in multifamily housing. But don't worry, we've got you covered! Let's dive into some of the most common branding blunders and, more importantly, how to steer clear of them. Stay tuned for part two coming soon!Mistake #1: Not Giving Branding Enough Time Branding isn't something you can rush. Skipping research or hurrying decisions can lead to a brand that falls flat.Take the time to research your c ...

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How do you wash your parking garage?? I have a 6 floor parking garage that needs to be power washed. I don’t want complaints!! Even if I tell certain floors to move their cars on certain days I’m nervous water may leak through cracks and drip upon vehicles on lower levels. What are some tips or...

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Anonymous member LOTS of notices in advance. If you don’t do it with enough notice, you’ll get people who will call and say they just left to go out of town and can’t move their car. Make a sign by the entrance of the garage reminding people. I once used hot pink poster board and made signs indicating where pressure washing would start and stop each day. Make sure your notices say something like “management not responsible for damage (for failure to move your vehicle)”. If you have neighboring businesses, see if you can get permission to have your residents park there during the day.

Josh McKibben I wouldn’t power wash, I’d use floor sweep instead.

Guest Insider Maybe do one side of each level at time?

Guest Insider Get with a local car wash and see if you can work a deal that will discount the resident a car wash after you get done!

Guest Insider t will leak down to the next level, unfortunately, the only way is to notify residents far in advance that all cars must be removed when scheduled. Your maintenance team will not be able to get it as clean as a professional due to the pressure given by the equipment. A professional can complete all levels in one day

Guest Insider Who really cares if water drips? It's water. Just make sure people are aware to keep windows and sun roofs fully closed.

David Snyder Its dirty water that residents don’t want leaving crap on their cars. High rise buildings typically have high end clientele that pay a lot for their rent, parking, and cars.

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Needing some advice for luxury, Highrise tenants. I’m a bit new to this clientele and have noticed many complain at a lot more intense level. How do you handle them kindly and fairly???? For instance, today I had one man in my office who was insisting that his dog was infected and nearly killed by a virus due to poo left within our dog park. He wanted his $800 vet bill compensated and wanted me to watch the cameras daily for pet poo violations... Show more

Reba Shahan The "L" word always prompts me to respond that "I can no longer speak with you if you mention a lawyer. The number to my corporate customer service line is xxx-xxx-xxxx".

Grace Law Reba Shahan I am in Corporate and tell residents who call that their lawyer will be instructed to call our lawyer and all future interactions will go through our lawyer.

Guest Insider Every time someone said, "I'm calling my attorney", my gleeful response was always, "Great idea! You should definitely do that!!! If your attorney has any questions ... I have a whole building full of attorneys that can answer any questions about the lease terms you agreed to when you moved in." (Insert big smile here.) It dumbfounded the resident and usually ended the conversation. 😏

Guest Insider I feel you!! We do PooPrints here which helps tremendously, but you can’t put that kind of blame on a dog or a person without hard proof. Even with that, he should have been watching and making sure his dog didn’t lick or eat anything. Unfortunately, we are not responsible for your pets, you are. Learn the lease like the back of your hand and you’ll be reciting it quite often to people like that. Packages, pets, loud noises, smoking, trash, etc. it never ends, so it’s truly best to just know what you need to know to inform people properly. We actually made a form that’s not technically required by my company, we call “lease essentials” it’s a form we go over at move in of essential rules that most people don’t read in the lease, and cover it in short, ask them to read and sign it (in addition to the lease) and give them the original copy after uploading their signed copy.

Guest Insider Low income residents seem to bicker much-less than the more wealthy. People are entitled these days. However that doesn’t stop us from catering to everyone the same. But I hear ya girl.

Grace Law Our complaints come equally between residents paying their full rent and housing vouchers residents. We find voucher residents use the phrase “I pay my rent” but those who pay their full rent on their own, do not use that phrase.

Guest Insider Clean park more offten? And should you look at camera footage, maybe yes. Why do you keep camera footage?
Not completely backing resident or guest ( NOT Tenant). Put yourself in your customers shoes.
Think of it this way. You go to a resort for vacation, how do you expect to be treated.
I have had properties in my portfolio where rents start at $10k per month for the smallest homes. It takes a special type of personality to operate on site with the clients expectations. And I will say these teams are practically OCD on every detail.
Mainly these guest just want the experience the team sells in the beginning.
Once you run a top notch asset it's easy and the guest also make it easier.
You can do this if you break out of the POV typical operation into a solid life experience for people.
Make your entire team be the same way.

Ursula Gerson Most people want to be heard and see you take their complaints seriously. Listen, write down the concern, and do something within reason (send out an email to residents about cleaning up after their pets, have the pet park cleaned, implement a pet waste DNA program, etc). Don't admit fault, but look for a resolution. I always tell residents to contact their renters insurance if they ask for money.

Julie Mehling Honestly, I have been a PM for almost 30 years and residents are way more demanding, entitled and rude. People used to be very nice and reasonable, now it is all the blame game and victim mindset, very difficult to deal with

Guest Insider Look into poo prints for the property - send out a letter to all residents reminding them to pick up after their dogs not only for cleanliness but to be a good neighbor and look out for each others furry pets health. Then add that if this problem persists the property may be inclined to taking further action on pet policies. This guy will see it and know that he was heard and the community cares. A lot of the times that’s all they want. Also if you can request an upset resident if they will sit down with you and offer something to drink with care in your voice, this usually gets them to calm down vs screaming at you and/or the team to have a reasonable conversation.

Kathy Porter One of the many reason I left property management for the vendor side. Entitled, ridiculous residents like this, my filter was wearing thin.
These types are used to bullying people to get their way.
Let him get his lawyer, the lease protects you.

Wendy Burkle You have to get used to it! They always say they'll contact a lawyer. Let them. Take nothing personally. It will get more ridiculous I promise! Journal so you can enjoy later. Good luck and dm me for support. I have experience with the resident profile.

Mike Powers Apt or condo ? Renters or owners ? It matters.
Being dismissive or ignoring your clients is unwise. That doesn't mean you act or agree to every wild request.
Act with empathy.
I am sorry your dog had an illness. We ask all residents to clean up after pets and obviously some residents/owners are not as responsible as you are.
Let me see if there is a way for us to more strongly enforce the pet debris requirement.
Telling owner his dog could get sick from anywhere is rude.
Then follow up. Within 3-5 days, tell them what decision was made.
You are there to serve the clients/owners/residents. You are there to ensure the community adheres to own property rules, per lease or hoa.

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Who do you all use for SEO/SEM?
Benefits with them?

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Madeline Nash Effortless Ads is wonderful, very flexible contracts and a fraction of the cost.

Stacie Tennyson Effortless Ads can handle this for you.

Mike Whaling There are some great providers out there, but you need to know if your website vendor will prevent/limit access to your sites (to make the appropriate updates and add new content) first.

Guest Insider ApartmentSEO. Their insight reporting is fantastic and they know this industry which makes their campaigns more effective.

Jackie Koehler Check out Respage

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🌟 2024 CRE Market Recap & 2025 Forecast: Brace for Impact with Rising Treasuries! 📈🏢

The Green Street Cap Rate Observer for December 2024 paints a dynamic yet challenging picture for commercial real estate (CRE) investors. Here’s a recap of where we stand and predictions for 2025:

📊...

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Help! I need a new marketing company that’s not expensive that will help me with move in and prospect offers! See pics for examples!

Bràndon Jínx

Bràndon Jínx

Mike Whaling Check out Sprout Marketing or Zipcode Creative.

Ellie Norton Use Canva.

Stacie Tennyson Effortless Ads is what you need!

Khara House If you're still looking, check out CASA Communications LLC: casacommunicationsllc.com/

Ursula Gerson I use Can You Imagine. They do things like brochures as well as move in gifts.

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Snow shoveling out from a snowstorm and goals. The same but...the same. We got a crap ton of snow and ice in St. Louis this past weekend. As a homeowner, that means the joy of shoveling the driveway. About 7" of the very heavy white stuff had fallen by Sunday afternoon. I bundled up and shoveled one, 10' -12' clear path of the driveway. Sufficient to maneuver my car in and out. Mission accomplished! Today it had to be done again. Another 4-5 ...

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Jude Chiy has one of the most fascinating stories in multifamily, from his origins in Camaroon to studying medicine, he took the lessons he learned to develop ways to maximize the resident experience through his company, Flamingo. Flamingo was an Elite demo presenter at our previous Multifamily Demo Day event. ...

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As pet ownership in rental housing continues to grow, fostering a community where both pet owners and non-pet owners feel at home is essential. Proactively and fairly addressing common pet nuisances—such as barking, unattended waste, off-leash dogs, or overly enthusiastic jumpers—can build a more harmonious living environment and even boost resident retention and NOI. Here's how operators can manage these challenges collaboratively and succ ...

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Was it just me, or was 2024 the longest year ever?There was a seemingly endless election news cycle. Mystery drones. People calling everything "demure" and "cutesy." Plus, Taylor Swift ended her Eras tour, and I didn't even get to go!I think you can all join me in saying, "good riddance."And speaking of saying goodbye to things that no longer suit us, there are aspects in multifamily that just no longer make sense. So why keep doing them? And the ...

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Does anyone have an associate onboarding checklist/template they are willing to share?

Brent Williams

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In my world ~ good leaders CREATE safe work environments! To create a psychologically safe work environment, show your team that you are open to new ideas. In meetings, ask questions before posing answers & reward those who speak up by thanking them for their input or following up with additional queries. Consider all viewpoints when brainstorming solutions to difficult problems & make sure your team knows that there is no such thing as a... Show more

Stacey Pichette Yes, 100%

Guest Insider Thank you!!

Guest Insider If you're striving for financial independence, I strongly suggest checking out Investing For Financial Freedom (FIRE). This community has been a game-changer for me, offering priceless insights and tools that have boosted my portfolio and brought me closer to my financial objectives. Becoming a part of this group is a great move for anyone serious about their financial journey.

Guest Insider 100

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Anyone have a leasing agents daily duties checklist they can share that is editable?

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Question, do your accountants get bonuses? Almost all of my staff receive bonuses, leasing, maintenance, regionals. The only staff that don't receive bonuses are the Director (me), HR and our accountants. My accountant came to me mentioning they think they should receive bonuses because they...

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Antonio Diaz I am a portfolio accountant and yes I receive a year end bonus. There seem to be some salty managers. Please get to know your corp team they are just as vital to a properties success. It was a ~2.5% of my salary, it’s not guaranteed and depends on company performance. I know my regionals and properties also
Got bonuses but I don’t know how it compares to them.

Tracy Martin I had these same concerns brought to me after a few years of only site teams receiving bonuses.
I added in performance bonuses incrementally as annual raises were given.
They are based on the same benchmarks as mine as the Director: income growth, expenses, renewals, delinquency and occupancy.
Even at the corporate level, they actively participate in the success of each of these categories in their own way and are rewarded accordingly.

Guest Insider I think every employee deserves a bonus.. even if it isn’t much.. just something so they don’t feel forgotten or uncared for.

Gerry Hunt I agree! Even part time staff!

Brooke Nuber-Soldate I think it's valuable to note the liability of an accountant's position. If they mess up paperwork, they could literally lose their license and never be able to do their job again. And they have to take the hack job of paperwork and processing and put it together, plus find loopholes and tweaks to save money while still reporting accurately and to the law. Their struggle may be different, but it has no less value and should be treated as such.
I've also seen the absolute nightmare of invoices some folks have to deal with on top of things always being late or half done. You don't even know the holes they fill or the fires they put out most of the time, especially if they're good at their job. Maybe treat them like the valuable asset they are because your day to day and property pocketbook would be very different without them.

Jose Maciel I don't think "Bonuses" should be given to all, I think they should be given based on performance, attendance, and their general attitude.
Thinking back on a post someone posted about staff that did NOT want to go to another property to help out, although I would say they deserve a bonus for their preformance at their primary property, for those that went to help ot at the other deserve even more.

Megan Goodmundson Yes they should get bonuses. As should you and HR. Come up with incentives and a scorecard. If they achieve then bonus is earned. Such as 10% of salary earned quarterly ( 10 split into 4)

Grace Law So you give a bonus to leasing and maintenance for doing their jobs but not the accountant?
Just because they are not forward facing doesn’t mean they don’t deserve a bonus. Annual salary shouldn’t matter either.
I am HR/Payroll and if annual bonuses are given, we all get them

Guest Insider An easy bonus could be $175-$500 per year of service as a gesture of appreciation. They have no doubt saved you more than once on preventing double paid bills and catching billing errors. Yes, accountants are crucial to the process and help the onsite teams tremendously.

Guest Insider All members are vital, otherwise, why are they there? Doesn't matter how high paid they are, they work hard to keep the wheels moving and deserve equal recognition.

Guest Insider Your on site employees are the work horses! Corporate employees seem to forget that “they” are the support for the on-site team, not the other way around. I see this from company to company. If you have an employee that would like to receive a bonus you might encourage them to transfer to an on-site position. Then and only then will they truly see the differences in the workload. I do not feel a corporate employee should be paid a bonus!

Miles Scruggs Ok first ownership isn't recognizing your work with a bonus?? That seems odd, is your compensation tied to performance in another way? Also what exactly are you "director" of, if you don't have the autonomy to decide who get's bonuses etc? That seems like local corporate liaison rather than director.

Angel Rogers Everyone or no one...this is how division and animosity are created between sites and corporate.

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