Multifamily Leaders Podcast: Recent Episodes
J Turner Research
Multifamily Leaders is a biweekly podcast unlike anything else in the industry that focuses on cutting-edge information and pressing topics that multifamily professionals need to know. Hosted by our very own Mindy Price, each episode will feature guests that enlighten, educate, and challenge us to grow and build better teams and enhanced renter experience.
The 21st Century ROAD to Housing Act is officially law, marking one of the most significant federal housing policy developments in decades. In this episode of The Multifamily Review, Marcus Armstrong breaks down what the law means for multifamily owners, operators, developers, and investors, including updated FHA multifamily loan limits, permitting incentives, Section 901 restrictions on institutional investors, and new opportunities for build-to-rent. Learn what the law changes, what it leaves untouched, and what multifamily leaders should monitor as its provisions move toward implementation.
In this episode of The Multifamily Review, Marcus Armstrong breaks down new J Turner Research data from 24,374 student housing move-in surveys. Learn why unit cleanliness and condition have such a major impact on referrals, renewals, and first impressions. Watch to see why the 72 hours before move-in may be the most important window for student housing operators.
AI isn’t here to replace property managers—it’s here to make communication smarter and easier. In this episode of The Multifamily Review, Marcus Armstrong and Mya Hayhurst explore how the CRAFT method helps property managers use tools like ChatGPT to write review responses, resident emails, and social posts that are professional, personalized, and efficient. Tune in to learn how AI can save you time while keeping your voice authentic.
Forget what you think you know about property management. The real story isn’t written in boardrooms; it’s lived in the leasing office, where a single day can range from celebrating a team win to navigating a crisis that feels like a "war flashback." So what separates a thriving, energized team from one that’s burning out?
On The Multifamily Review, we’re getting real. Host Marcus Armstrong brings in coworker Kelley Lockaby to share candid stories and powerful lessons from her years on the front lines of multifamily. They explore the human side of the business, the relationships that forge unbreakable teams, the leadership actions that build unshakeable loyalty, and the emotional weight that onsite staff carry every day.
This isn’t just another podcast. It’s an inside look at the heart of your operations. Whether you’re an executive trying to connect with your teams or an onsite professional who wants to feel seen, this episode is for you.
Listen now for a dose of reality, humor, and a new perspective on what it takes to build a winning on-site culture.
The key to the future of multifamily wasn't found at the slot machines in Vegas—it was on the stages and trade show floor of NAA Apartmentalize. If you're feeling the FOMO, don't worry. This podcast cuts through the hype to give you the essential insights that will define the next 12-24 months. Tune in to hear our breakdown of the biggest takeaways, from AI hacks that are changing operations to the surprising new focus on emotional intelligence in leadership. Plus, stick around for three bold predictions that might just change how you plan for the future. Don't get left behind. Watch now and get the insider scoop in under 30 minutes.
Is your social media strategy truly connecting, or just collecting dust? Marcus Armstrong is back on The Multifamily Review, armed with the groundbreaking new "From Clicks to Keys" report by J Turner Research! Get ready to dive deep into how social media is revolutionizing apartment searches and resident engagement across every generation. This isn't just about pretty pictures; it's about turning digital interactions into signed leases.
He's known by many names – Lux, Scotty Boy, The Kid, Scott Dog – but you know him as Scott! The man, the myth, the legend finally joins Marcus on The Multifamily Review as the dynamic duo reunites. Get ready to climb the multifamily rankings!
This episode is your masterclass in achieving top-tier status. Scott, a driving force behind client success at J Turner, breaks down exactly what it takes to make the coveted Elite 1% list and the company-wide Division rankings. Discover the actionable strategies, from property-level tactics to executive-level approaches, that separate the best from the rest.
Scott emphasizes why every single interaction is critical for your scores and shares the powerful technique of "living in the moment of gratitude" when asking residents for reviews. He explains how effectively leveraging feedback and data, like insights from the dashboard, fuels improvement, and discusses the necessity of a top-down commitment and accountability for achieving company-wide success. Delving deeper, Scott reveals the secrets to excelling in specific areas recognized by the "Einstein Best Of" Awards, like customer service, communication, and maintenance, ultimately reinforcing that mastering the fundamentals – yes, even simple acts like answering the phone! – is the ultimate key to success.
Whether you're on the cusp of elite status or building a strategy from the ground up, Scott provides the insider playbook. Stop chasing scores and start building a foundation for real, sustainable ranking success. Listen now and learn how to truly move the needle!
In this episode, we're providing your guide book on all things virtual apt searching! Unearth how to ace your online reputation, and respond thoughtfully to digital feedback. If you're new to the digital game or you're a tenured legend, discover some new insight here on The Multifamily Review! We're diving into a brand new review of data from J Turner Research, as well as more about how to show renters that your property is the real deal. It's time to make your community the destination of choice on every apartment hunter's quest!
Ever dreamed of robot butlers and smart-home nirvana? Hold up! Before you picture a droid takeover of your apartments, let's get real about AI in multi-family. Forget sci-fi – this episode of The Multi-Family Review dives headfirst into the now of AI and tech, revealing how it's revolutionizing leasing, maintenance, marketing, and even boosting your bottom line. Join Marcus as he explores the smart ways properties are becoming resident-centric powerhouses. Buckle up because the future of multi-family is closer than you think!
This week's Multifamily Review dives deep into the critical topic of mental health within the multifamily industry. Join host Kevin Guo as he interviews Marcus Armstrong about the groundbreaking mental health survey conducted for the National Apartment Association (NAA). Marcus reveals surprising findings, including high levels of distress among leasing professionals and C-suite executives, and discusses the often-overlooked impact of workplace trauma. The episode explores the significant costs of "presenteeism," where employees are present but not fully productive due to mental health challenges. Learn practical, actionable steps that companies can implement to support employee well-being, from establishing clear mental health policies to fostering a culture of hope. Marcus also shares powerful anonymous responses from survey participants, offering a raw and honest look at the current state of mental health in the industry. Tune in for valuable insights and resources to help build a healthier, more supportive multifamily workplace.
Join Marcus Armstrong on this week's Multifamily Review for a dynamic recap of the Blueprint Conference. This year's event was electrifying, with the Fed's interest rate cut setting a positive tone and technology taking center stage. Marcus discusses the shift towards tech-driven efficiency, the surprising influx of investors, and predictions for the future of property management companies, including the potential decline of mid-sized firms. He also dives into the hot topic of repurposing empty office buildings and the potential impact on urban landscapes. Plus, get an inside look at the bustling trade show floor, where practical AI solutions stole the spotlight. Tune in to hear how Blueprint is shaping the future of the multifamily industry.
This week's Multifamily Review features Marcus Armstrong's interview with Snappt CEO Dan Berlind on rampant resident application fraud. Berlind exposes sophisticated schemes, including "inception fraud," and the challenges of digital applications and the gig economy. Learn how property managers can use technology like Snappt's platform to combat fraud, and discover the meaning behind the Snappt squid logo. Don't miss this crucial discussion on a major multifamily industry threat.
J Turner Research has released their 12th Edition of Online Review Insights! This report dives into the evolving landscape of online reviews and explores how to leverage them for multifamily success. Join us on The Multifamily Review as we explore key trends, discover the impact of AI, and understand how to create a positive online reputation.
The buzz at RealPage's RealWorld conference in Las Vegas was undeniable: AI is here to revolutionize the multifamily industry. Ryan Raser joined The Multifamily Review to recap his experience, highlighting the launch of exciting new AI-powered products like Lumina and the innovative resident experience platform, Loft. Tune in to hear how RealPage is leveraging AI to streamline operations, overcome language barriers, and enhance resident satisfaction, pushing the boundaries of what's possible in multifamily.
Is your resident retention strategy stuck in the past? In today's competitive market, building lasting relationships with residents is more crucial than ever. Join us on The Multifamily Review as Bendix Anderson, expert in resident retention, challenges the "collect rent and forget" approach. He reveals the importance of early, proactive engagement, the power of memorable touchpoints, and how technology can actually enhance human connection. Tune in to discover actionable strategies to boost your retention rates and create a thriving community.
Hurricanes, power outages, and other natural disasters are a reality for many multifamily communities. How can property managers effectively communicate with residents during these stressful times? Join us on The Multifamily Review as we talk with Michael O'Shea, a property manager who recently navigated a hurricane and its aftermath with incredible communication skills. Michael shares his philosophy on clear, empathetic, and proactive communication, revealing how he kept residents informed and calm throughout the ordeal. Tune in for valuable insights and actionable strategies for effective communication in the face of natural disasters.
Is rent control truly a solution for housing affordability? Leah Cuffy from the National Apartment Association (NAA) joins Marcus Armstrong on The Multifamily Review to challenge conventional thinking about rent control. Drawing from an NAA-sponsored empirical study, Leah reveals the unintended consequences of rent caps, including a 16% increase in severely inadequate housing where rent control is doubled. Tune in to discover how rent control deters new housing development and investment, ultimately exacerbating housing shortages and harming neighborhood quality.
Is Houston's apartment market heading for a supply bubble? Brace yourselves as Bruce McClenny, with MRI Real Estate Software, joins Marcus Armstrong to analyze the unsettling trends in Houston's multifamily landscape. Bruce unveils a 50-year high in new supply, fueled by pandemic-era demand and low interest rates. But with single-family rentals booming and job growth slowing, is a market correction on the horizon? Tune in to get Bruce's expert insights and prepare for the potential challenges ahead.
Are you stuck in the past with your social media strategy? Gen Z increasingly uses platforms like TikTok and Instagram as their primary search engine, favoring quick, engaging video content. Join Marcus Armstrong and social media expert Angeline Pham as they delve into the changing landscape of social media. Learn how to diversify your content using the 50-30-20 rule, leverage the power of humor and relatability, and showcase the authentic personality of your community.
Consumers would never buy a pair of Nikes off Amazon without knowing the price, availability, or seeing pictures—so why should leasing an apartment be any different? Sadly, limitations in technology and personnel continue to make the leasing experience frustrating for prospects, and Zeke Lucas has some ideas for how we can improve upon consumers’ most significant financial decision. Listen in to hear his insights for technology adaptations, personalized follow-ups, and high-level training for leasing agents in order to better serve prospects and convert them to satisfied residents.
Chelsea Kneeland and Marcus Armstrong team up in this episode of the podcast to discuss insights from the 2023 Multifamily Leaders Survey conducted by J Turner Research. As rent growth levels out and staffing shortages persist, ensuring your residents and employees remain satisfied continues to be a priority. Listen in to glean ideas for listening to your employee and resident feedback, making connections, and standing out from the rest.
Ashley Jenkins is a multifamily rockstar and recent winner of NAA’s 2023 20 in their Twenties Award. She sits down with fellow 20’s recipient Marcus Armstrong to discuss their perspectives on property management best practices and the importance of communication. Listen in to hear their thoughts on the merits of technology, responding to reviews, and simply answering the phone in enhancing your resident relations.
At the 2023 J Turner Research Summit, Anna DeGuzman wowed participants with her mesmerizing cardistry and illusions. Chelsea Kneeland sits down with her to reflect not only on her time at the summit, but also on her evolving career. Listen in to hear how she got started in the world of magic, how she has handled criticism, and what inspires her unique talent.
In this next episode of our Summit Series, Chelsea Kneeland chats with Dr. Ron Friedman about his research on what motivates excellence in the workplace—and it isn’t money or titles. Dr. Friedman’s book, The Best Place to Work, offers actionable insights based on research into the psychological needs of employees and how to fulfill them. Listen in to gather tips for elevating your employees’ satisfaction and performance while decreasing burnout and increasing profits.
A highlight of the J Turner Research Summit in December 2023 was a presentation by Dr. Shawn Andrews which centered on diversity, equity, and inclusion in the workplace. In this episode, Chelsea Kneeland sits down with Dr. Andrews to reflect on the insights she shared at the Summit and discuss steps that multifamily leaders can take to enhance their company’s culture. Listen in to gather inspiration and key takeaways for attracting and bolstering talent to make your communities more diverse, inclusive, and strong.
In this episode, Chelsea Kneeland sits down with Jay Baer for a conversation about his presentation at the J Turner Research Summit in December 2023. As the author of the book The Time to Win: How to exceed customers’ need for speed, Baer shares key research findings that show why speed and responsiveness are more crucial than ever in serving customers. Listen in to hear his reflections and key takeaways on how this new research can help your community stand out from the competition.
The 2023 ORA Elite 1% list was recently released, and Hanover Companies came out on top for the second year in a row. With 71% of their properties making the list, they are clearly doing something right, and Jim Fenwick, President of Property Management, believes it comes down to their on-site teams. Listen in to hear his insights on the importance of hiring people who understand the importance of the customer experience and working to build trust through genuine care.
In this new episode from our Summit Series, Mindy Price chats with Turner Batdorf and Peyton Box about their presentation, Multifamily Mythbusters, at the J Turner Research Summit in December 2023. In their session, Peyton and Turner highlighted three myths relevant to the multifamily industry and presented data to demonstrate whether those myths are confirmed, plausible, or busted. Listen in to glean insights for your own community when it comes to enhancing your online reputation and resident satisfaction.
How do you provide the best resident experience? J Turner Research’s ORA Power Rankings can answer that question and more. Joseph Batdorf and Nitin Agarwal explain what an ORA score reveals, how companies and properties can use the scores to improve resident satisfaction, and what new awards properties can win for outstanding resident feedback based on category.
The Multifamily Leaders Podcast kicks off 2024 with a series of episodes reflecting on insights from the J Turner Research Summit. First up, Chelsea Kneeland and Marcus Armstrong discuss their research and findings related to prospective renters and the latest trends in their housing search. Listen in to hear what priorities have shifted for prospects, what managers can do to make their communities stand out, and key takeaways for better serving prospective residents.
As we bid farewell to another remarkable year, join us in revisiting the year's most listened-to podcast episode, 'Insights from the #1 Student Housing Company five years in a row.' Join Mindy Price, Clay Hicks, and Aryne Bailey for an engaging discussion on the strategies that set The Dinerstein Companies apart in the world of student housing and learn how they continue to redefine excellence year after year.
Steve Sorkin’s career has taken him from Ivy League football to international sales to disaster recovery. As the CEO of 24 Restore, he also became a delegate to the National Apartment Association and Chair of the National Suppliers Council. Steve has great insights into how the NSC can benefit owner-operators, and he offers advice for jumping in with both feet to get involved in associations and build your own career.
In January 2024, the Elite 1% ORA Power Ranking of multifamily properties with the best online reputation in the nation will be announced. In this podcast, Turner Batdorf and Marcus Armstrong discuss this prestigious ranking and what properties who aspire to be featured in it can do to increase their ORA score. Listen in to hear their insights on the importance of transparency, decreasing negative feedback, and training team members to communicate effectively.
For those who work and serve in the multifamily industry, passion matters. Kadi Mancuso Rice calls our work honorable when that passion meets purpose, because we are providing people with homes and building community. But she notes that passion can lead to burnout and fatigue when not implemented strategically. Listen in to hear her insights for executing our passion projects with a plan—and adapting for the success of yourself and your team.
Ronda Puryear has spent her career learning from and leading people in the multifamily industry. As the president of MSC and chair of the NAA, she has a wealth of insights to share with those who seek to grow in their own careers and better support their team members and residents. Listen in to learn what she considers the greatest challenges our industry faces today and the great opportunities available for career advancement and satisfaction.
A news article examined a study on what drives resident satisfaction. Turner Batdorf agrees with many of the findings but has a slightly different perspective on the significance of others. Listen in to hear his thoughts on why excellent maintenance service and communication are so crucial to attracting and retaining your residents.
Todd Thorpe has had a front-row seat to the evolution of TV, internet, and other developing technology in the multifamily space. His insights are helping to shape the future of rental communities, new construction, and value-added properties when it comes to the PropTech features that all generations and demographics want—and expect. Listen in to hear his thoughts on making technology in your communities a feature that attracts and retains residents while boosting your bottom line.
For the fifth consecutive year, The Dinerstein Companies has been named the No. 1 student housing company in the nation for online reputation. They owe their success to a keen focus on human connections, and Clay Hicks and Aryne Bailey break down the steps they have taken to ensure their residents remain so satisfied. Listen in to understand how student housing needs differ from conventional housing, why the customer experience should be valued above all else, and the importance of hiring genuinely nice people.
Wendy Rae Walker is a partner with TAM Residential, a 2022 winner of NAA’s Top Employer’s Award. Wendy visits the podcast to share her insights for attracting and retaining talent in these challenging times. Listen in to learn tips for creating a culture of fun, the importance of training, and the one thing you’ve got to be doing to manage talent in your own organization.
In the first episode of 2023, Marcus Armstrong visits the podcast to discuss the qualities that enable communities to make the ORA Power Ranking’s Elite 1%. As competition tightens around this esteemed list, communities must focus more than ever on exceptional customer service and positive reviews. Listen in to gain insight into national trends and strategies to help increase your property’s ORA score in the coming year, along with details on the 2022 Elite 1% announcement on January 23.
In this podcast episode, Nicole Patterson discusses J Turner Research’s monthly ORA power rankings. Highlighting the top-performing properties nationally in terms of online reputation, the ORA scores present great opportunities for management companies both on and off the list. Listen in to hear Nicole’s insights for common practices that can help your company excel in online reputation and shine in your specific market.
In this podcast episode, Nicole Patterson discusses J Turner Research’s monthly ORA power rankings. Highlighting the top-performing properties nationally in terms of online reputation, the ORA scores present great opportunities for management companies both on and off the list. Listen in to hear Nicole’s insights for common practices that can help your company excel in online reputation and shine in your specific market.
Priyanka Agarwal and her team have responded to over half a million online reviews for multifamily communities. Through her years of industry experience, she has identified key skills for maintaining her clients’ reputation and improving resident satisfaction. Listen in to glean insights regarding trends in online reviews, how to respond effectively, and how to embrace the information provided within reviews to help grow your company.
Christina Rodriguez is the creator and founder of Latinas with Masters, as well as a former marketing manager within the multifamily industry. Her mission is to be a champion for diversity, equity, and inclusion as she empowers future generations of leaders to be their authentic selves. Listen in to hear her insights for how companies can embrace and implement a culture of diversity, how to respond to racially charged reviews, and the benefits of mentorship.
Christina Rodriguez is the creator and founder of Latinas with Masters, as well as a former marketing manager within the multifamily industry. Her mission is to be a champion for diversity, equity, and inclusion as she empowers future generations of leaders to be their authentic selves. Listen in to hear her insights for how companies can embrace and implement a culture of diversity, how to respond to racially charged reviews, and the benefits of mentorship.
Don Brunner is a multifamily leader. As the current NAA Chair of the Board, he understands both the supplier and management sides of the industry from a career devoted to both. Listen in to hear his reflections on challenges he has encountered in his various roles, the importance of mentors, and how to continue evolving and sharpening your skills.
Don Brunner is a multifamily leader. As the current NAA Chair of the Board, he understands both the supplier and management sides of the industry from a career devoted to both. Listen in to hear his reflections on challenges he has encountered in his various roles, the importance of mentors, and how to continue evolving and sharpening your skills.
Jay Lopeman serves as the 2022 NAA National Supplier Council (NSC) chair. He deeply believes in the impact that involvement with the NSC from both the supplier partner and the owner-operator perspective can have. Listen in to hear Jay’s thoughts on the benefits of the NSC and why making connections at the local, state, and national level is so important.
"Apartment All-Star" Kate Good of Hunington Properties joins Mindy to discuss how her out of the box thinking has contributed to an incredibly successful career and places residents can truly call homes
Trevor Workman returns to the Multifamily Leaders Podcast to discuss his insights regarding hiring practices and the use of artificial intelligence (AI). While he acknowledges the usefulness of AI in certain aspects of the process, he believes that human contact is crucial in assessing talent and in providing customer service. Listen in to glean tips for your own hiring process and what to prioritize in order to acquire the best talent.
Alex Monreal is director of leasing, revenue, and marketing strategies for GMH Communities, a student housing company. She has a great passion for leadership and the student housing space and has valuable insights to share from her decade of work within the evolving industry. Listen in hear her thoughts on the value of student housing and her advice for leaders facing limited budgets and developing trends.
Stephanie Puryear Helling returns to discuss her expertise in and advice for establishing and running mentorship programs. While these programs can be challenging to implement, Stephanie emphasizes their critical worth. Listen in to learn what steps to take and pitfalls to avoid in order to produce successful mentorship programs for your company.
Stephanie Puryear Helling is an industry veteran with a passion for helping people. She not only provides coaching and consulting via her vision-driven approach—she also meets with a number of business coaches in her own life to help her achieve her goals. Listen in to better understand why she deems coaching as essential and what she believes are the top challenges facing leaders today.
Stephanie Graves started out in the multifamily industry, and in 2015 started her own third-party management and consulting firm. She has learned a lot through the past seven years and has helpful tips to share for those considering a similar path. Listen in to hear her advice for building an empire and connecting throughout the industry.
Leadership is changing, and how people want to be led has evolved. As we move out of the pandemic and adjust to endemic times, it is important for leaders to embrace the cultural shifts that have resulted in order to continue being dynamic in the industry. Zidan's Tyler Marker is here to share his insights on how organizations can stay competitive as needs and expectations change.
At this year’s AIM Conference, Joseph and Turner Batdorf presented a study titled “How to Ride the Wave.” Turner is here to reflect on the presentation and the value they wanted to bring to the session attendees. Listen in to learn what most surprised Turner about the respondents’ insights and how he would encourage managers to sustain success going forward.
J Turner's latest study, done in conjunction with the AIM Conference, will be available at Jturnerresearch.com this week.
The 2022 AIM conference will be held at the end of April, and Chelsea Kneeland is here to preview a study that will be presented by the J Turner Research team. As we are currently in a booming market, the study focuses on how to continue this trend and analyzes how resident perception will play a role. From renewal increases, added technology, increased services, and online reviews, an understanding of what residents expect will add to their positive experience and help companies to succeed even further in the years to come.
The George in Fort Worth, TX finished 2021 as the #1 property in the entire country for online reputation based on their ORA score. Ginger Schmidt and Evelyn Lott share how The George’s team are each other’s biggest fans, and how this positivity spills over to their residents. Listen in to glean ideas for enhancing your own community’s reputation by asking for reviews, ensuring your residents are heard, and more.
Julie Fields is the manager of The Huntley, which ranked #2 in the entire nation for online reputation in the 2021 Elite 1% ORA Power Ranking. With over 19 years of experience, Julie has learned how to motivate her team and build trusting relationships with her residents. Listen in to hear her insights for enhancing resident satisfaction and online reputation in your own community.
In his book Nine Lies About Work, Marcus Buckingham sheds light on certain beliefs that may hold people back from true fulfillment in their careers. He discusses some of these lies and offers his perspective on mindset shifts that can help us find meaning in our own work, as well as enhance the satisfaction of those we work alongside. Listen in as he offers his advice to multifamily insiders for reinvigorating their business.
Tom Geyer is an expert in brand strategy and operational effectiveness. His focus is on the human factor in business and how trust contributes to a company’s reputation. Listen in to this concise but in-depth conversation to learn how your community can use trust leadership to enhance performance.
Jason Schenker’s specialty is forecasting financial futures. He chats with Mindy about current supply chain issues, high housing prices, and inflation and how these factors impact the housing market. Listen in to hear how the current trends and challenges may impact rents in your community in the years to come.
Marcus Armstrong is a numbers guy, and in this episode, he helps listeners understand what it takes for communities to make the Elite 1% list. From customer service to asking for reviews, Marcus details concrete steps that property managers can take to enhance resident satisfaction and their bottom line.
Bonin Bough helps companies and individuals to think outside the box in order to grow. He offers unique insights for how to rethink the way you approach tasks in an effort to reinvent yourself each day. Listen in to glean ideas for how to enhance your community’s value, market your assets successfully, and personalize your offerings to enhance the resident experience.
Behind the data of what contributes to a robust multifamily community are the people who use their passions to bring about success. Angi Pusateri Downey’s role is on the supplier side of the industry, but her focus is always bridging any gap to work with owner-operators and understand the connectivity between them. Listen in to hear her perspective on the importance of involvement in associations and working across the industry to grow.
Mindy and Producer Turner recap some of the most memorable moments from the first year of the Multifamily Leader's Podcast. Featured guests include Alexandra Jackiw, Priyanka Agarwal, Trevor Workman, and Stephanie Williams
To continue our discussion of retaining team members during this period of staffing shortages, Priscilla Deleon joins the podcast to offer team-building tips as a manager and consultant. She discusses the importance of trust, praise, and activities to enhance team mentality, as well as offering advice for those pursuing a career in the industry.
Maintenance has always been the backbone of multifamily communities. Since the pandemic necessitated restrictions and led to staffing shortages, meeting residents’ maintenance needs has been more challenging. Listen in to glean ideas for retaining talented team members and ensuring your residents remain well-served during these ever-evolving times.
ORA™ gives property managers a snapshot of how their properties are doing with regards to resident satisfaction. With the new release of ORA™ scores in October, many property managers were surprised to see their scores change. Turner Batdorf explains the three augmentations that were added to the ORA™ algorithm and how managers can use this new information to increase resident satisfaction and attract prospects to the community.
Trevor Workman aims to please, and he is known for once declaring “I drink Google reviews all day.” But more than that, Trevor serves his residents from a place of genuine care and the desire to make their lives easier. Listen in to hear his insights on how to provide authentic, superior service that results in higher satisfaction, renewal, and ratings.
As the property manager of a multifamily community, Jonathan Brophy is on the front lines of resident relations. He has achieved consistently excellent ratings for his customer service and offers insights for providing genuine care. Listen in to better understand the foundations of customer support that will help retain your residents and keep them satisfied.
Residents need to feel satisfied in order to renew with a community. Anissa Faus knows that creating a culture of satisfaction starts with her team of employees and extends outward from there. Listen in to glean insights about team development, attracting prospects, and focusing on what you can control to ensure your residents remain satisfied.
Rommel Anacan has devoted his career to helping individuals and companies identify obstacles, break through limits, and achieve success. Listen in to this energetic discussion to glean ideas for overcoming burnout, managing time, creating balance, and being the best leader, you can be.
Parking consistently ranks among the top complaints in online reviews of apartment communities. As times and habits have changed through the decades, some communities simply weren’t built to withstand the current demand for parking—and this is especially true as a result of the pandemic. Listen in to this helpful conversation about the root causes surrounding many parking problems, as well as ideas for how to establish and enforce functional parking policies within your community.
Marketing always requires creative thinking, but multifamily marketing teams were put to the test like never before when the COVID-19 pandemic hit. Listen in to hear Carina Bryars, director of marketing for central/south, Greystar, reflect on how apartment communities developed innovative strategies for marketing to prospects and what the future of leasing may hold.
Crime has no specific address. Residents must feel safe in their apartment homes; therefore, every apartment community must sensitively and promptly address any concerns regarding safety and security. Listen in to hear Nathan Burnett of Watchtower Security share common security issues and misconceptions and how you alleviate your residents’ safety concerns. Burnett shares practical advice on how communities can implement specific security measures to prevent crime.
Gary Gregory is a best-selling author and motivational speaker with 20 years of experience in the student and conventional housing industry. He has combined his multifamily experience with the lessons he learned as a sponsored triathlete and personal trainer. In this podcast, Gregory shares his insight on becoming a transformational leader and how adjusting your leadership style can equip your company to become a leadership factory of its own.
As the volume of packages and deliveries has increased over the years, and especially since the pandemic, multifamily communities have faced storage and distribution challenges. Listen in to learn how Luxer One has played a role in helping communities develop solutions for managing packages in order to move responsibility from the staff and make them more accessible to residents.
A community’s online reputation is increasingly important in the market today, and J Turner Research’s Online Reputation Assessment (ORA™) score holds much weight for prospective residents and resident retention. The ORA™ score is the multifamily industry standard to measure and benchmark a property’s online reputation. Listen in to hear Rich Hughes reflect on what a community’s ORA™ score means for owners, investors, managers, prospects, and, ultimately, its economic strength.
Robert Martinez, founder of Rockstar Capital, is considered the “Apartment Rockstar” for a good reason. As he has built his business from the ground up, Martinez has learned from mentors along the way. He offers some of that advice for those in the industry. From constantly innovating and adapting to changing trends to whole-heartedly listening to your associates and consumers, he shares the tips that have helped his business grow in even the most challenging of times.
Online reviews for multifamily communities are here to stay and are increasing exponentially. Priyanka Agarwal, who has responded to more than 165,000 multifamily reviews in this podcast, shares practical tips and examples of how to tackle a variety of challenging situations based on the Four P rule. From staff name-calling to trolls to fake reviews, she shares her expertise on responding to reviews keeping both the current and prospective resident in mind.
In 2008, Brent Williams launched Multifamily Insiders. An exceptional “social networking” resource for those who serve in this industry, MFI has adjusted in light of the pandemic to provide meaningful content to its users. In this podcast, Williams reflects on how his team has developed online training that is engaging, meaningful, and that helps to boost communities’ profits. He also provides tips for being the CEO of yourself to advance your career in the industry.
Responding to online reviews requires tact, diplomacy, and professionalism. In light of reviews becoming increasingly aggressive, Susan Goff shares practical tips and advice on responding to negative feedback, taking on relentless trolls, tackling reviews that belittle your staff, and replying to reviews by “unauthorized” residents. She shares her experience regarding outsourcing your community’s review responses to a third party as essential in many circumstances. Listen to this podcast to learn how you can support your associates and demonstrate exceptional service to residents and prospects through your review responses.
Paul Marks is in his fourth year hosting the Multifamily Matters radio show. In this episode, he reflects on memorable guests and insights he has gained through his weekly interviews. Marks also details his work with eConserve to improve the water-efficiency of properties throughout the country.
Toni Blake is known for not only entertaining her listeners, but also motivating them to identify areas for personal and professional growth. In this podcast, she talks to Mindy Price about industry trends she has studied and how to apply those to the daily life of a multifamily community. She also discusses the importance of pursuing a professional culture that is a good fit and how she plans to continue encouraging others despite the restrictions the current pandemic has created.
The COVID-19 pandemic presented many challenges for multifamily companies. Moriah Glasgow, Marketing Specialist, Windsor, reflects on the company’s efforts to embrace technology in order to continue providing excellent care for their teams and residents. She notes Windsor’s goal of ensuring a frictionless ‘online to onsite’ experience for each consumer.
As an industry leader with over 40 years of experience, Rick Graf started as a porter changing lightbulbs and is now president of one of the leading third-party multifamily management firms in the nation. He reflects on his experience throughout the years, and particularly the challenges and lessons learned in 2020, and shares advice for those interested in a career such as his.
For 10 years now, J Turner Research’s Online Reputation Assessment (ORA™) has been a tool to quantify a multi-family property’s online reputation. Through various means, owners and managers can utilize the information gleaned from their ORA™, online reviews, and resident relations to identify opportunities to enhance their online reputation and the experience they provide for their customers.
The year 2020 presented challenge after challenge worldwide. For Stephanie Williams and her team at Bozzuto, the word “challenge” was changed to “opportunity” as they poured themselves into elevating the morale of their Bozzuto family. Listen in to discover what they did that worked, and what they plan to maintain going forward.
In his second podcast, Mike Holmes, President of Easlan Management Company and 2020 NAA Chairman of the Board, talks in-depth about NAA's Diversity and Inclusion initiative and how it can advance the trillion-dollar multifamily industry. He shares tips and advice on what organizations and individuals can do to successfully embrace and practice diversity rather than having it as a mere mission statement.
Jim Wilson, Director of Political Affairs for NAA, joins Mindy Price to discuss his passion for political affairs and COVID-19's impact on multifamily policies. He also details industry members’ role to play and provides tips on how you can be an advocate for the apartment industry during this time.
Greystar’s Executive Director, Jackie Rhone joins Mindy Price on the podcast to discuss the company’s history and journey to expanding internationally. She details some of the differences in property management in the United States versus Europe and how she used that to formulate one successful approach. Lastly, Jackie gives some advice on leadership and outlines her new role with Greystar.
In this truly inspirational podcast, Mike Holmes, President of Easlan Management Company and 2020 NAA Chairman of the Board, shares his journey spanning over 40 years in multifamily —from humble beginnings at US Shelter Corporation to starting a property management company to becoming the NAA Chairman.
Alexandra Jackiw, Chief Operating Officer, Hayes Gibson Property Services joins Mindy Price to discuss how 2020’s events have influenced her employee management strategy –what’s worked to guide and keep her team together during the uncertain and stressful times. Jackiw shares practical lessons on what she has done to continue her personal development and nurture her leadership style during this unprecedented year.