Customer Service
Virginia Love | Collective Conversations
Release Date: 08.08.2023
In this episode, Mike Brewer sits down with Virginia Love – Industry Principle at Entrata. Virginia is a highly respected expert in the multifamily industry with a long history in multifamily leasing, marketing, and operations. She is a champion of the people in our industry and has a deep understanding of the ways that technology impacts the front-line teams and believes that it is our responsibility to elevate the role our team members play in the success of our industry.
Key Discussion Points:
- Lasting impact of the pandemic: The pandemic shed attention on the importance of the site teams and led to the current focus on them as the drivers of performance and doing what is right for the site teams, recognizing the need to reconsider appropriate wage levels. The pandemic accelerated the pace and adoption of technology and forced companies that were sitting on the sidelines to engage with virtual tours, self-guided tours, and more.
- Culture Matters: Entrata is a technology company that actively engages its customers in the Entrata culture – so much so that they become invested in the Entrata brand.
- Economic Inclusion: For decades, the only impact for residents who paid their rent on time was not incurring late fees and being sent to collections. Entrata offers a program that reports resident payment history to the major consumer credit reporting agencies. Giving renters the ability to build their credit by simply paying their rent is a significant economic empowerment tool.
- The Value of Yes – Advice if you desire to grow your multifamily career: Get involved. Make Yourself Indispensable. Do whatever other people don’t want to. Get active in your Apartment Association, IREM, or NMHC. Take every opportunity to learn and don’t wait for someone to teach you. There are countless ways to build your knowledge so take charge of your education and growth.
In between the non-stop camaraderie and laughter, Mike and Virginia share practical tips and advice based on their extensive knowledge and expertise in the multifamily industry.
Whether you’re a seasoned investor, property manager, vendor/supplier, or someone interested in learning more about the multifamily market, this series offers valuable insights that can help you navigate the challenges and seize the opportunities in this dynamic industry.
About Mike Brewer
Mike Brewer is enthusiastic about people, technology, and the world of multifamily. He serves as President of RADCO Residential and COO of The RADCO Companies. As the Founder of Multifamily Collective, Mike draws on his deep understanding of the multifamily space and is passionate about sharing insights and wisdom through a series of Collective Conversations with others in this industry. This podcast creates a platform for industry professionals to connect, learn, and grow together.
About Virginia Love
Virginia Love, Industry Principal at Entrata is directly involved with marketing, product and sales as a liaison from the multifamily industry to these departments. Before joining Entrata, she held prominent leadership roles for apartment owners and operators such as Trammell Crow and ING Clarion. Immediately prior to coming to Entrata, she was Vice President of Leasing and Marketing for Waterton Residential. With nearly three decades of industry experience, Virginia has served on numerous multifamily committees and boards for industry organizations including the Atlanta Apartment Association, Georgia Apartment Association, National Apartment Association, National Multifamily Housing Council and Zillow Multifamily Advisory Board. Love served as the 2018 Chairperson of the Georgia Apartment Association and the 2011 Chairperson of the Atlanta Apartment Association. Virginia is a National Apartment Association Lyceum graduate. In 2021, she was named a Multifamily Influencer by GlobeSt. Real Estate Forum and was honored by Connect CRE’s Women in Real Estate Awards for 2022. Virginia is also a part of the Apartment All Stars.
Additional Resources:
Some of the world’s largest owners and operators use Entrata’s vast suite of products to manage their entire portfolios using one operating system. Multifamily, Student, Affordable, Military, or Commercial – Entrata has the technology solutions to meet your needs. www.entrata.com
Sponsorship Info:
This episode is sponsored by: Updater
Updater is the app that gets residents move-in ready faster. Did you know that residents who are happy with their move-in experience are 59% more likely to renew their lease? Move-ins matter. Get them right with Updater. Visit go.updater.com/mike, and as a special gift to our listeners, Updater is offering a special gift when you book a demo.
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Disclaimer:
The views and opinions expressed in this podcast are solely those of the individuals involved and do not necessarily reflect the official policy or position of MultifamilyCollective or any other organization mentioned during the episode. The podcast is for informational purposes only and should not be considered professional or legal advice. Always consult a qualified professional or your organizational leadership before making strategic, professional, financial, or investment decisions.
Customer Service vs Hospitality: Redefining Engagement in Multifamily Property Management
Embrace a New Approach to Resident Relations, Elevating from Service to Hospitality
Photo by Clay Banks on Unsplash
In the multifamily realm, residents yearn for more than just service; they seek an authentic and meaningful engagement echoing the warm embrace of hospitality. Many management leaders commonly misconstrue customer service and hospitality as interchangeable. However, distinguishing between these concepts is vital to enhancing residents’ experiences and nurturing long-term loyalty.
Despite the excellent service levels provided by many multifamily properties, residents may still report dissatisfaction or an impersonal touch. The issue lies not with the service itself but with the limited scope of traditional customer service. Customer service addresses problems in its core form reactively, while hospitality centers on proactively creating memorable, personalized experiences for each resident. It is this difference that distinguishes thriving properties from those merely surviving.
Redefining resident interactions from a hospitality perspective entails understanding each resident as an individual with unique preferences and requirements. It’s about anticipating needs before they become explicit demands. For instance, remembering a resident’s likes and dislikes can foster a deep sense of belonging and comfort.
Implementing a hospitality mindset extends beyond individual interactions. It impacts the entire community culture, breeding an atmosphere of genuine care and empathy. This culture becomes a driving force, with team members embodying hospitality in their approach to resident care, enhancing morale, and building a highly desirable living community.
When done right, hospitality is a potent tool for nurturing resident loyalty. By making residents feel valued and appreciated, you cultivate an emotional connection, which serves as a powerful retention tool. Residents who feel genuinely cared for are less likely to move, reducing turnover rates and stabilizing property income.
Lastly, in the era of online reviews and social media, excellent hospitality can significantly boost a property’s reputation. Satisfied residents are likelier to leave positive reviews and recommend the property to friends and family, driving new prospects to your door.
Exploring the Full Spectrum of Improvisation for Success in Multifamily
Unleashing Creativity and Agility for Operational Excellence
Photo by RhondaK Native Florida Folk Artist on Unsplash
In multifamily management, leaders are confronted with numerous unforeseen challenges daily. Embracing the full spectrum of improvisation could be the game-changer needed to effectively navigate these challenges, optimize operations, and improve resident satisfaction. In this brief space, I want to unpack the potent benefits of improvisation and provide practical strategies for its application in multifamily management.
Despite structured management models and established protocols, multifamily leaders and property teams often encounter situations where no policy or procedure fits. Whether dealing with extraordinary maintenance events, handling delicate resident issues, or navigating team member concerns, these unanticipated situations require a swift, innovative response. Unfortunately, rigid adherence to antiquated procedures can stifle creativity, slow response times, and reduce satisfaction, leading to potential downsides or adversities.
Integrating the spectrum of improvisation into your management approach can offer many benefits. First, it promotes agile thinking, enabling your teams to adapt as new challenges arise and to quickly devise innovative solutions. This flexibility not only reduces downtime but also improves efficiency and productivity.
Secondly, improvisation fosters a problem-solving mindset, encouraging teams to find solutions rather than dwelling on problems. By empowering your team members with the freedom to improvise, you foster a proactive culture where challenges are seen as opportunities for innovation and growth.
Moreover, incorporating improvisation can enhance communication with residents, team members, and business partners. Emphasizing dialogue over rigid processes can lead to a better understanding of resident and team member needs, ultimately improving satisfaction and retention.
Finally, the act of improvising can stimulate continuous learning and improvement. By recognizing each unexpected event as a learning opportunity, you can refine your management strategy, creating a cycle of ongoing advancement.
Josh Swing | Collective Conversations
In this episode, I sit down with Josh Swing, a respected expert in the leadership development industry, to discuss the importance of leadership development.
We explore various aspects of the topic, sharing valuable insights, personal experiences, and actionable strategies to help you thrive in business and life.
Drawing from a recent article published on the @wildsparq blog, we take a deep dive into the following key discussion points:
1. Leadership development increases retention
2. Leadership development increases company culture
3. Leadership development increases engagement
The Value of Making Life Decisions Based on Truett Cathy’s Philosophy
Photo by Brad on Unsplash
Truett Cathy was an American entrepreneur and the founder of Chick-fil-A.
This fast-food restaurant chain is well known for its delicious chicken sandwiches and excellent customer service.
However, Truett Cathy was more than just a successful businessman; he was also a man of faith who believed in living a life of integrity and treating others with kindness and respect.
His philosophy of life can be summed up in a few simple principles that can guide anyone who wants to make decisions that will lead to a fulfilling and meaningful life.
One of the key principles of Truett Cathy’s philosophy is always to do what is right.
He believed that honesty, integrity, and hard work were essential for success in business and life.
This principle is reflected in Chick-fil-A’s corporate culture, which strongly emphasizes ethical behavior and treating customers and employees with respect.
Another important principle of Truett Cathy’s philosophy is to focus on the needs of others.
He believed that the purpose of business was not just to make money but to serve others and positively impact their lives.
This principle is reflected in Chick-fil-A’s commitment to customer service and many charitable initiatives.
Truett Cathy also believed in the importance of family and community.
He was a devoted husband, father, and grandfather who prioritized spending time with his loved ones and instilling in them the same values that had guided his own life.
He also believed in giving back to his community.
He was known for his philanthropic efforts, including establishing the WinShape Foundation, which supports programs that strengthen families and help young people reach their full potential.
If you want to make decisions for life based on Truett Cathy’s philosophy, there are a few key takeaways you can apply to your own life.
First, always strive to do what is right, even when difficult or unpopular.
Second, focus on serving others and positively impacting their lives. Third, prioritize your relationships with family and friends and make time for them.
And finally, give back to your community and support causes that are important to you.
