Apartment Leadership
Don’t Bring Me a Problem
How do you treat people who highlight problems in your apartment management business? Yes – the squeaky wheels.
Do not Bring me a Problem Without a Solution
Is your natural response to those who bring gifts of unrest and disrepair – “don’t bring me a problem without a solution?” Alternatively, do you quietly clench your fists out of aggravation and offer your own set of solutions? On the other hand, do you blow a gasket and start in with the wit and prose of an aggravated leader?
The problem with – “don’t bring me a problem without a solution” – is that people stop bringing you problems. They even let the most catastrophic of all go unannounced, as they would rather eat razor blades than incur the verbal or nonverbal shaming.
Everything that Happens in the World is an Education
I am a firm believer that everything that happens in the world be it to you or another is a chance to learn or lead. In addition, if you embrace it as such, you will be all the richer for it.
Want to Scale?
If the intent is to scale up your apartment management business – pay absolute loving attention to problems and don’t discriminate between the large-scale and small-scale. Big problems need laser-focused action and small problems – well they become big problems with alarming speed and if not addressed can undermine even the best in breed.
As Mills Properties goes all out to scale the business – we will undoubtedly start the hard work of looking at each behavior that can/will hold us back. Giving attention and education to squeaky wheels is one of those areas. Not to suggest that all the answers will be front and center but tools such as resourcefulness and wherewithal will be. Teaching people to use the tools will be in part – a key to Scaling Up.
From the top down, we must learn to invite problems – no matter the nature – with open hearts and minds. Not as a chance to vilify and shame those that work with and for us. We will look at each as an education in progress, greatness and excellence.
Dividends
Taking time to teach today pays big dividends down the road. More times than not people bring you problems not because they want to displace work. Not because they are lazy. Not because fear paralyzes them. No – it’s because they simply have little to no aptitude for solving them. Moreover, the size of the problem doesn’t matter.
A leader’s job is to teach. So next time someone drops a bomb in your lap. Stop. Breathe and Teach. And do so understanding that dividends pay handsomely over time.
Your looking forward to every problem as an education that will pay dividends Multifamily Maniac,
M
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Customer Service is Comfortably Numb
Developmental psychologists tell us that a willingness to help strangers is a trait that most people show as young as eighteen months.
It’s an impulse to serve.
But to actually serve from this innate part of our being is to live in rarefied air.
Service Sucks Because We Are Comfortably Numb
We are numb to providing stellar customer service despite that we are born with a quality that calls us to serve. Name the excuse – I’ve likely heard them all. I’ve very likely used a couple myself.
Relentless Focus on the Customer
In 2015, Mills Properties has three core mantras, one of which is a Relentless Focus on the Customer or #rfc for short. We are going all out to make sure that customer has a story to tell. Moreover, that we give them the will and the way to tell it/share it.
Not for the reasons you might think. But rather because we look at it as therapy. Therapy that will get us back to our innate need to serve.
Your looking forward to serving in a mindful way Multifamily Maniac,
M
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Scaling Up – Culture
What is the most important responsibility of a company owner/president/ceo?
Short Answer – Own and lead the Company Culture – Soup to Nuts
It’s your – to the core – number one asset.
It demands and deserves capital investment akin to putting a new roof an apartment building. Or, doing a full overlay on your parking lot. It’s the front door to your company.
It’s the aroma that oozes out of your business office when a customer opens the front door. Does it eek of sour attitudes and tired souls or does it smell like fresh energy and enthusiasm?
Brave Heart
It takes courage and vulnerability.
In the movie – William Wallace (Mel Gibson) makes a plea to Robert the Bruce to rise above the politics and lead. It’s the perfect message for any owner/leader as it relates to owning Culture.
Your looking forward to Mills Properties Scaling Up Culture Multifamily Maniac,
M
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Place I Live
Mike Brewer · · 1 Comment
Could this be the crazy cool cousin to Walk Score?
Place I Live could become yet another measure of community attractiveness.
In the same respect, it could be the bane of a community. If the Place I Live is not Tony, Hip or Cool then I will trade at a discount. Maybe more than I wished for.
In any event, we are marching toward relevancy being a key driver to the success of your business. Walk Scores, Place I Live and Your Network will matter more than Ratings and Reviews.
Your constantly thinking about the NOW and how it impacts the THEN Multifamily Maniac,
M
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Human Capital Expenses
Capital Expenses are likely some of the largest cost line items in our operating budgets each year. Tens of thousands if not hundreds of thousands of dollars invested to keep up the assets that house our customers.
Employee Expenses save payroll are likely some of the smallest cost line items in our operating budgets each year. Tens if not small hundreds invested to build the assets that serve the customers that we house.
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