Mills Properties
My Apartment Leasing Experience
JHerzog · · Add Comment
My current lease ends at the end of September, so I spent the last month doing the usual research: searching Craigslist, calling apartment management companies to inquire about their current availability and driving through the area where I want to live looking for For Rent signs.
The main issue with my search is that my criteria were very narrow: I was looking for a 2nd floor in a specific area with a small price range to work with. Because of this, there weren’t too many options, ultimately leading me to Red Brick Management, the management company that owns/manages a large chunk of the real estate in my neighborhood.
Being that I work in the apartment management industry and have rented more than a few apartments in my day, I have certain expectations about how I think the leasing process should run.
1. Friendly and Welcoming:
It’s not that they weren’t, it’s just the first time I can remember not being walked through an apartment with a member from the office, which I find to be somewhat unfriendly and impersonal. Given the choice, I’d prefer to be given a tour, not just an address and a set of keys.
2. Professional and courteous:
Instead of a tour through their available apartments, I got a set of keys, signed a waiver stating I would not damage anything in the apartment, that I would be responsible for locking the door behind me and that I would be back before they close. Shouldn’t I be getting the paycheck…I mean didn’t I do all the work?
3. Timely
I will say they were timely with my application process. In fact, they were very timely, running my application and approving me before I ever even submitted my income verification. On the other hand, on my “tour”, there were 3 or 4 maintenance repairs not yet completed with little post-it notes next to them that read: “This will be completed.” Since I already paid all my move-in fees, all I can do is hope that the maintenance will be as timely as the application process.
4. Smooth and Easy
From the first phone call or e-mail to the lease signing, the process should be 100% easy for the prospect. I think it is easy to fall short on this, as there are many steps to the leasing process and prospects have lives outside of leasing and have to fit within “normal office hours” when getting things done (unless the whole process can be done online). Red Brick is open on Saturday, which is convenient. They also allow credit card payments for application fees and deposits and their application is very simple, only taking a couple minutes. Overall, the application process went pretty smoothly and was very easy for me.
Now I’m not through the whole leasing process yet, and they did mention to me that they only allow lease signings a couple days a week (neither of which is Saturday), and that is not convenient.
I think the takeaway here is ultimately quality customer service. In my case, there weren’t a lot of options, but we all know that’s not usually the case. How the prospects feel treated and how easy we make the process for them is usually what makes or breaks a lease.
If this had been your experience, would you have rented?
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Apartment Hall of Fame Pics – Capacitor
Just a quick post for this Wednesday – Hump Day.
Mills Properties – Heatherton Estates Maintenance Supervisor had this picture sent to me recently and I could not help but to think that I need to start a hall of fame of sorts. This pic blows me away. I guess it should not surprise me with temps sitting consistently North of 100 degrees this summer. Nevertheless – it’s just nuts.
Hope the rest of your week is a good one. And, if you have pics you want to share, I would be more than happy to tap out some text and highlight you and your community.
Just send them to mbrewerx@gmail.com
Your stunned multifamily manic,
M
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Apartment CapX Budget Over Again
The Apartment CapX Budget is Over Again? How many times have you heard that statement in some form of fashion? And, I am sure – if you are anything like me – you just can’t understand it. Nor, in all fairness, do you take the time to understand it because you have a million other things that need your attention. But, I do have an idea as to why…
Humans Make Mistakes
Simply put – humans make mistakes. And, or they are innately incapable (not a dig – just plain reality) of thinking about every little nuance of a project. Or, they are too confident in their ability to forecast. But, most of all there are just too many steps in the process. And, the more steps there are the more opportunity there is/are for mistakes.
Apartment Project Management
A project is set up as a series of steps and each step has a probability of failure. With that in mind, I thought I would list a few examples of where exactly things can go wrong:
bad process, choice of vendor, equipment/mechanic, technology, your expectations are mis-communicated or not well understood, wrong leadership, wrong manager, inexperienced leader, poor choice of incentives, deciding to try something new, ordering the wrong product, product ordering mishaps, shipping delays, delivering the wrong product, weather, ignoring the canary in the coal mine, killing the canary in the coal mine (no canaries were harmed when writing this post), no tracking, loose tracking, leaning on our ability to track it in our heads.
And, the list goes on and on and on.
Solution: Fewer steps.
I think it is easy to assume that the weak link defines the extent of the success or the failure of the project. And, with all of these areas of opportunity for error – it’s no wonder that many times we come in over. But, still not acceptable in my head.
It’s a problem I am thinking through from an operational perspective. It’s one I think is solved with less steps and fewer people. And, I’m sure it will result in some posts along the way.
Hope your weekend is a crazy good one.
Your consistently thinking about apartment project management multifamily maniac,
M
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Water Trucks are the New Snow Removal Expense
We, at Mills Properties, have been celebrating a very positive variance in all of our financial reporting as of late. No winter equals big numbers flowing to the bottom line in the way of savings.
Heat Wave
That is until the country slipped into the worst heat wave in real recent history. Unless you are living under a rock (which is possibly a smart thing given the temps), you know that it’s crazy hot outside. And, like humans, plants can not survive the extreme heat. Especially when you factor in the indexes or how impervious surfaces and or humidity effect air temperatures.
Water Trucks
Call in the water trucks. We are electing to call in water trucks to keep the plants alive. We all know that clean, healthy and well-maintained landscape makes a huge difference in the leasing and retention arenas. So bite the bullet and give up the snow removal surpluses. Keep the plants alive so your occupancy will survive and thrive.
Your burning up in this heat multifamily maniac,
M
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Is Entrata the Product of a Trojan Horse?
Two words – Trojan Horse
Brilliant Word of Mouth
No doubt the word of mouth marketing campaign that Entrata (Property Solutions) is using to bring about awareness is brilliant. It is off the charts – cool.
Check this video out – it’s one of four that are uber-cool.
Trojan Horse
All the brilliance aside, I can’t help but to call a trojan horse on this one. Full disclosure, we are a client of Property Solutions. And, for the record there are very few occasions where I would call a spade a spade publicly. This one just has my gut screaming. It seems that our partner entered into a relationship with Yardi in part (or, it evolved into that) to get a good look at the back office. Not unlike Steve Jobs did when he bought his way into looking at what Xerox was up to years ago before graphical user interfaces entered the mainstream. While Steve spun that to be an okay thing –
I am just not buying it from Property Solutions. One does not have to look to far to get what I mean – take the definition of Entrata for instance:
- (nautical) to board (to capture an enemy ship by going alongside and then invading her)
- (slang) to improve
To capture a Property Management Software System by going alongside (inside) and then invading Yardi… Sorry, improve is likely what they were going for.
Every Property Management System is Lacking
In all fairness – I think every property management software platform is terrible. They all cater to accountants (not to discount accountants – I have some great friends from that world). But, accountants don’t run properties. Sales people, psychologists and craftsman do. There is no Apple about Yardi, MRI, RealPage or any other system out there. They are all complicated, stodgy, aesthetically limp, expensive, slow and they hold your data hostage to a mind numbing degree.
Baseball Jersey
Last week I received a package in the mail. Contents: A baseball Jersey from Property Solutions with Entrata stamped across the chest and the number 1 stamped on the back. And, a letter dripping with edifices and endorsements aimed at juicing me up to write about this new property management software offering.
#gameoff – I was jazzed until the curtain was pulled back and it became apparent that Entrata was in fact a product of Property Solutions. Likely not the post they had in mind and I am borderline apologetic for that. Excepting that the relationship has not been without pain.
Service
Would I endorse this product? Not even on it’s best day. For two reasons. It’s intellectually disingenuous. And, it speaks volumes to the reason our service experience has been less than just bad. It would suffice to say that all hands have been on deck to include some brilliant marketing efforts to get this product to market and the ask for forgiveness machine has been in full affect. That experience is to include an email I sent six days ago asking for some clarification that has gone unanswered.
I can’t help but to use the over-used and abused #fail hashtag for this one. There is a huge difference between being shrewd and just swindling.
Your hoping I am completely misplaced in my remarks so much so that I eat crow for this post but thinking I am not alone in my thoughts multifamily maniac,
M
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