Anonymous member's profile| Property Management | Resident Retention

What is the most important thing to you when choosing an Emergency Telephone provider for your pool or elevator phones?

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Brent Williams

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Tips and tricks on lease ups in the dead of the winter?? Traffic has been slow with the cooler seasons. I have brand new townhomes that have been sitting for a month now and no interest. (Not to mention I’m receiving more brand new buildings soon!) We ran a one month free special on them for the...

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Guest Insider Lowering the price is not necessarily the best option… ever hear of Mercedes Benz discounting prices ? If you have a great product sell it as a great product. Build value by letting the customer know your property is worth more because of the service, location, floor plan etc…
No amenities is tough but people live in their home not the clubhouse…. Point out quality of construction etc

David Snyder We did two months free and offered waived application fee and half-priced administrative fee. We averaged 12 apps a month from Dec-March.

Gerry Hunt I used social media & marketplace for my clients with great success at a recent lease-up!

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What was one of your favorite gifts you received in an office gift exchange or from a coworker? Looking for unique ideas for ours. TYIA 😉

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Michael Dvorscak I once gave a coworker a pint of 5 O clock Vodka and cockroach I caught. It was a White Elephant exchange.

Nicole Coschigano My team gave me a sterling silver toggle bracelet w/ a thick heart charm.

Tracy Jamison A coffee mug warmer or a plug-into-the-wall scented wax warmer (doesn't take up space on my desk). Less than $15. Do have to remember to turn them off though.

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Gift ideas for staff members for Christmas, inexpensive but meaningful?

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Ursula Gerson You could have ornaments made on Etsy or give everyone a lottery ticket!

Guest Insider We decorated stockings so I am filling those on Christmas Eve. Maintenance are getting Yeti coffee cups, my assistant manager is getting a bar set and my leasing is getting a spa set. I only have 4 so I am letting myself spend a bit more

Guest Insider I do gift cards and cash. Can’t go wrong

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Where does everyone get their work clothes? I’m having a hard time finding good quality clothes. Thanks!

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Guest Insider Mostly Macy’s & Amazon for me. My sister buys from Target a lot.

Sheila Singer Lane Bryant…but I’m on the fluffy side.

Jennifer Welch My partner is using StitchFit and has gotten some great items in it.

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Just found out my property is under contract and due diligence starts soon. This is my first time going through this (I’m a community manager)
What are some things I should expect? What are questions I should ask my current company and questions for the new company should they interview me to stay if everything goes as planned?

Jared S. Leese

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Guest Insider One more thing. I printed off so many reports and extra side notes for everything. Who had R-22, 410-A’s, new appliances, what units needed a/c replacement and if the unit needed to be upsized. I left the new company everything and got a phone call about 2 weeks later I had the easiest take over they ever did and it was a big management company.

Stacey Pichette As the PM, you’re expected to be an expert on everything at your property and no matter what present the property in a positive way. Here are some things to expect…A scheduled 100% unit walk; Lots of detailed questions about the property including the unit count breakdown, the age of your appliances, HVAC systems, water heaters, and roofing. They may ask what size are the HVAC system and water heaters for each unit; Ask if you’re up to date on all required inspections like fire extinguishers and/or fire system equipment, sprinkler systems, and back flow systems. When are those due each year and the cost of each; Any capital improvements completed within the last year. Does the property have any immediate needs? If you were buying it, what changes would you make?; What is the cost of your average unit turn? Which tasks are contracted out (like painting or cleaning); What is your retention rate and what is the most common reason for turnover? What are the major employers in your area?... Show more

As the PM, you’re expected to be an expert on everything at your property and no matter what present the property in a positive way. Here are some things to expect…A scheduled 100% unit walk; Lots of detailed questions about the property including the unit count breakdown, the age of your appliances, HVAC systems, water heaters, and roofing. They may ask what size are the HVAC system and water heaters for each unit; Ask if you’re up to date on all required inspections like fire extinguishers and/or fire system equipment, sprinkler systems, and back flow systems. When are those due each year and the cost of each; Any capital improvements completed within the last year. Does the property have any immediate needs? If you were buying it, what changes would you make?; What is the cost of your average unit turn? Which tasks are contracted out (like painting or cleaning); What is your retention rate and what is the most common reason for turnover? What are the major employers in your area? Do you have a preferred employer program? Do you have a resident referral program? Do you have resident events and how much do these cost;
Questions you should ask your current employer: Will I remain employed by you after the property sells? If not, are you offering a sale bonus for all of the extras I’ll be doing during the sale.
Questions for the buyer: What are your plans for the property? Are you planning to keep the existing staff and/or add more people to the team? *After you know their plan, be ready to negotiate. They already know what everyone is currently being paid but also know that most people will expect a raise.*
Ideally, you will receive a sales bonus (the smallest one I ever received was $10k and that property was only 100 units), a solid salary increase (at least $15k more per year than your current salary), and a sign on bonus (these have ranged from $1000 to $5000).

Jared S. Leese It's a learning opportunity. Pay attention to what the brokers are saying about your property and about you and your team.

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Been in the business with one company for 25+ years and know the ins and outs of my company. My adult son is applying for an apartment and as part of the application process he is being asked for his social security card - this is not a practice with my property management group- is this a normal request with any of yours?

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Monica Windham It’s normal for a lot of companies to ask for copies of both.

Guest Insider We don't normally ask for the actual SS card unless it comes back with a fraud alert or similar. Applicants do have to provide a copy of a government issued ID but we never take copies of SS cards. We visually verify it if necessary.

Stacey Pichette It’s required for affordable housing along with a lot of other documents. With my company (I’m at a conventional property) we’re also prompted to manually verify certain applicant’s identity which includes seeing their social security card, ID, and 3 most recent utility bills or 4 bank statements (showing their name and current address).

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What does your Christmas bonus structure look like?

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Danielle Herbert I used to work for an amazing owner who gave 10% of your annual salary. I was with him for 8 years & heartbroken when he sold the property & retired. My holidays were never the same! 😆
Now, the company that I work for gives one weeks pay.

Nichole Lipka It’s about $100 per year you’ve been with the company. It might be $150, I can’t recall. But I’m in condos now. Did not have bonuses with FPI or Avenue5 when I was there.

Tracy Jamison Wait what? There's a Christmas bonus??

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We have assets that are in markets where residents can REALLY take a toll on impacting the condition of units and though we bill up on their ledger, they don’t pay final balances anyway and security deposits are a fraction of the damages. Does anyone have a solution that worked to help offset these expenses? Is there a better renters insurance that we can get better restitution from? Any ideas are appreciated!!

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Guest Insider Check out The Guarantors.

Chris Finetto Manage the residents, not the property. I get it. Oil field workers and steelmill workers are the two toughest “demographics” I’ve had to deal with.
I have added a budget line item “additional make ready” which was peeled off the revenue. We took a hit on margins, to cover the expense. This forced the property to push rents a little harder.
I also automatically deducted $150 to $250 from the security deposits for cleaning. Yes, it’s legal - when worded correctly.
I also examined ways to cut the “turn” expense. Upgraded paint that could be washed. Removed disposals. Vinyl flooring.

Mike Powers Raise rent
Larger security deposit
Pass the cost down to the root cause.

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What systems do you use for on call maintenance? We use callmax but are considering making a change.

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Guest Insider Courtesy Connection, for sure!!

Valerie Sargent Hellospoke … they handle all after-hours emergency maintenance calls, and their resident communications system is specifically focused for maintenance needs.

Guest Insider We use Courtesy Connection, it’s been fantastic for us. One of the best parts it can do English to Spanish and vice versa. Plus, their customer service is amazing.

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Hey all!!! Maybe not a quick question, but is anyone experiencing an increase in turnover this Nov/Dec more than the previous years? And, if so, what is your take on free rent or a special or high discount for holiday or post-holiday move-ins???

Jared S. Leese

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Monica Windham One month free spread across a 13 month lease seems to be working well. We work a concession provision that they lose the discount if they’re late, lose it for good if late more than 3 times and they have to pay it back if the lease isn’t fulfilled.
I’ve done this for years in the slow season and haven’t ever had to spend much time chasing delinquency on the ones that come in on that special.

Anonymous member We are generally waitlist or maybe one to two on notice, but this holiday season and taken a drastic maybe even devastating decrease in occupancy this year. Not sure what to do and never gave concessions or free rent (really not wanting to either) but needing to fill vacancy that’s coming to us end of month.

Guest Insider I know this time of year is slow all aroumd, however we are also noticing less traffic this year, its difficult at times keeping up with the lease up specials and all around concessions froms comps.

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My property is at 97% after a year of trying to get it turned around. Now that we’re occupied, our team has been reached out to a lot to help fill in at another community that is struggling leasing. My leasing and assistant HATE that they are constantly being pulled. When I was a leasing and assistant I also got pulled all the time and never I had an issue with it, I actually loved getting to know other properties, hell I still love going to... Show more

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Beth Goldberg Agreed! I work for my company not the property. I too have trouble getting others to help out and volunteer to help. I let them know it’s a great opportunity to get to know others and show your face to you higher level managers. We also pay mileage and most times they will get their lunch bought for them. I don’t get it either. I hate to use the word “lazy” but I think they don’t want to “help” and “work” when they know it maybe easier where they are

Brent Williams The only thing that comes to mind is what was the ask in getting their current property up to 97%. Were they being asked to stay late or work in a frantic pace? If they already feel strung out, it's possible that they see an assignment like this as not being able to enjoy the effort they put in. That's just a shot in the dark, though, and maybe they just enjoy working at a property that is super easy now, and like others have said, they need to understand they work where the need is.

Ellen Thompson UDR has already eliminated 40% of their onsite teams using automation and AI. Other operators will follow. It's only a matter if we are looking at 1 or 5 years. Who's going to have her job in 2023? The person who cheerfully pitches in. I understand that they may be tired and they are entitled to their feelings, but they should complain to their peers, not you.

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Manage an older building so smells carry easily from one unit to another. We smelled marijuana outside a unit and wrote to the tenant about it. He stated he uses cannabis oils in his diffuser and "If the scent is too strong, we can certainly turn it down a little, but will be continuing to use it." I don't believe him because I know he admitted to a neighbor that he does smoke marijuana, however, it is hard to prove and I will not disclose the... Show more

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Allie Gartside Should be something in your lease that includes “noxious” smells, and regardless of whether he’s using a diffuser which I don’t believe for a second either, it’s disturbing others and he needs to stop.
If it is marijuana, and he’s breaking any lease violations, like non smoking property or non smoking units etc, violation.
If it’s medicinal, then he needs to submit a reasonable accommodation form that is subject to approval.

Anonymous member We unfortunately don't have anything that states "noxious" smells, but even though it's broad, I thought I would reference a provision in an addendum we have that states "Tenants shall not disturb, make or permit improper or excessive noise in building, or interfere in any way the quiet peace and enjoyment of other tenants." And definitely consider amending and being more specific about smells.

Charles Wagner If your building is a no smoking building and you have a no smoking clause in your leases, that is enforceable against vapes and pot as well as tobacco.

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Help!!??!!
I direct a boutique HUD portfolio in Texas and am looking for a reliable way to help manage and streamline our eviction processes. I came across a company called Nationwide Compliant today and am intrigued. Prior to this, my site staff have done most of the leg work in-house and then we...

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Chad Christian Their new fee structure is not worth it.

Guest Insider Nationwide pretty much just files everything for you. They will go to court, but they ARE NOT attorneys. I say it’s cheaper to keep doing it yourself. They are also usually expensive if you hire an attorney through them vs getting your own. Plus they recently started charging a monthly fee of $99… even if you don’t use them that month, you still have to pay

Anonymous member Ok. Thanks so much for the feedback!!!

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How do you handle constant interruptions as a Property Manager on a large site, making it difficult to get anything done? My boss suggests I should be more assertive with the staff to prevent them from monopolizing my time, as this is affecting our ability to process reports on time and putting both...

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Guest Insider I think alot of it is training (and I am not talking about Grace Hill classes)-I worked for a company that they had a program called "Fill my shoes". It was my responsibility to train my assistant and the assistant manager to train their lead leasing agent so they would be ready if a position for promotion became available. This always helped, the assistant knew how to handle situations as well as the lead leasing agent. I shared with my assistant what wiggle room we could work with as far as renewals- This empowered the staff to make good business decisions. I also had 15 minute morning meetings (which included the Maintenace Supervisor) to go over some of this stuff prior to opening for business. They made notes as to what was needed to be covered each morning-everything ran smoothly.

Guest Insider Same as above, I have a weekly 1on1 with each team member, as well as biweekly team meetings, and morning huddles. I also utilize Microsoft teams for daily checklist which are interactive in real time as well as specific teams channels that are dedicated specifically to FAQ and other general information for the property. I have an open door policy except when I don’t… it’s locked and they know it’s locked for a reason. I’m always available to my team and will step in wherever needed but if the door is locked for an hour, they know to come back later or shoot me a teams message if it is “urgent”

Peggy Bromberg You need to have a staff meeting in let them know what the expectation is when your door is closed. Maybe have the door closed 12 to 3 that way they have access to you in the morning and in the afternoon.

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