multifamily monday
Multifamily Monday: SBWA
What are we talking about on this Multifamily Monday? SBWA. What is SBWA. Supervising By Walking Around.
How many of you get lazy and don’t walk your apartment properties as often as you should? How many of you get lazy and do not walk your market ready product? How many of you get lazy and do not inspect what you expect of your teams.
Don’t be shy.
If it helps, I will admit that I am as guilty of this as much as the next guy/gal. At times, it is simply out of a haste to get on to the next thing that is calling my attention. Other times, it is simply just being lazy.
I admit it not for the reason of calling you or myself out but simply as a matter of getting it imbued in your mind. You, we must do it. It is fundamental to our business. It is what keeps us all true to our standards. If you are not looking at what you expect those standards fall pretty fast. I think we would agree.
Supervising By Walking Around
I wrote a piece on this concept back in the Spring of 2011. At the time my posit was that you could not know your people and or your business if you did not spend any time wondering around in it. Not my novel concept but one made famous in the world of leadership and management by Tom Peters (side note: you could consider me a super-fan of Mr. Peters).
To the Point
Since the purpose of the Multifamily Monday series is to be short and to the point – here it is.
Get our of your office today and walk around your community. Walk alone. Walk with the people in your office. Walk with your service team. Walk with someone that might be moving in soon. Walk with the cable guy. Walk with the landscaper. Walk with someone that currently lives in your community. Walk with a police officer. Walk with a Mom. Walk with a Dad.
GET Up – Walk NOW
Your SBWA multifamily manic,
M
Multifamily Monday: What do to Today
It is another Multifamily Monday! And, it will likely be a crazy mad rush to get things addressed that came in over the weekend. In that mad rush of things to-do, don’t forget to foster a new relationship.
What to do Daily
Who could you reach out to today that would help your business down the road? A local community center? A local boys/girls club? A local restaurant? Any local business owner? Think about the eco-system that exists right around your community. The eco-system that is an extension of your community. Think about how you can create real-ationships with those people. Real – built on help them with real issues and problems they may have.
Don’t Ask For Anything in Return
Call anyone of these people up today and ask them what their number one problem is. Don’t try to solve it over the phone but do try to understand what it is. And, ask if he/she minds if you take a stab at offering up some solutions. Then take time during your weekly team meeting this week to brainstorm with your team. Come up with ideas that would be valuable to that owner. Then package those solutions in a brief, call ahead and then deliver via email. No strings attached.
Tomorrow
Do it again.
Your reaching out and providing value to your extended community multifamily maniac,
M
Multifamily Monday: Introduce the Rest of the Team
My challenge on this Multifamily Monday. Get your service team involved in the program.
Unsung Hero
We could all debate back and forth over the fact(s) that if it were not for the service teams we would not have apartments to lease. And, if we did not have people leasing apartments we would not have any to turn. Can we all agree that both are important to the operation. And, both carry equal weight as it relates to keeping the teams moving along.
That being said, I must lean on the side of service this morning. A couple of reason(s): Air Conditioners, Air Conditioners, Air Conditioners. As we continue to endure the heat wave that has gripped and squeezed this country over the past three weeks, our service teams never slow down. They never quit. No matter the task, they go about getting it done. My hat is off to them.
Make them Part of the Program
If any one of your service team members is in or around your leasing office when you are visiting with a resident – take the time to introduce them to each other. If you are touring someone and you see the porter or service techs – take the time to introduce them. Edify them publicly. Speak in sound bites about what they mean to the day-to-day business. Manufacture events that honor the service teams.
You could have a service team function at the site whereby you invite the residents to celebrate them. Sure, you can expect some grumpy people but surely we all understand by now – they are just are just part of it.
Today is that day – take five minutes to give out some atta-boys, some public pats on the back, some, we value what you do and a good old-fashioned – thank you.
Your believing in the whole team approach to property management multifamily maniac,
M
Pic Props to Zeus Media
Multifamily Monday: Integrity
Remember the scene from Almost Famous where Penny and William talk about how old they are? It went like this:
Penny Lane: How old are you?
William Miller: Eighteen.
Penny Lane: Me too! How old are we really?
William Miller: Seventeen.
Penny Lane: Me too!
William Miller: Actually, Im sixteen.
Penny Lane: Me too. Isnt it funny?
The truth just sounds different.
William Miller: Im fifteen.
Truth Just Sounds Different
Here's a real-life example from a commercial eviction case in St. Louis: Our client had racked up $8,000 in legal fees without realizing it, focusing on the eviction rather than the cost. This is a reminder to keep track of expenses, especially when using someone else's money for legal action. It can be difficult, but honesty and transparency are crucial for finding the most liberating solution."
Moment of Truth
I received an invoice in the mail reading $5,000+/- so I picked up the phone and called our attorney. I think the conversation started with a loud "$5,000+/-??!! - Can you tell me how we racked up this much?" or, something to that effect. "Well, Mike, I hope you are setting down because the real number is $8,000, you just have part of the picture." Enter - fear and moment of truth. I had to tell my owner that I dropped $8k and after further discussion with my attorney - we had little to no chance of winning.
It Does Sound Different
Fear in tow, I entered his office and asked for a minute of his time. Clear throat - I dropped $8k on an attorney and we have no chance of winning the case. Long pause - (I was taught to never fill the silence with noise). He got up asked me to bring the whole package into the conference room. I did and he entered the room to review.
Fast forward, the owner says, "Consider this an $8,000 education for both you and me." I went silent and reflected for a minute - thinking I had maybe misquoted the amount lost. I was expecting much more of a tongue lashing (professional, of course) but much more intense. But, to him, it really was an education. And, for me in that moment - the truth just sounded different.
Never Hesitate
Honesty and Integrity - if we are all truthful with ourselves - is the hardest character related trait we will contend with. It's easy to misrepresent. It's easy to deflect. It's easy to avoid. Both Honesty and Integrity are hard work but they are the best work you will ever do. Do both today...
Your believing that the truth just sounds different multifamily maniac,
M
Exaggerated Response
To the point: over-communicate
Do it in an Exaggerated Way
Quick story for your Monday morning reading pleasure. I can’t recall where and when I read this but it has been some time. The story made an impact on me because it was – in my mind – an exaggerated response to an otherwise routine request for service.
The story was about a plumbing company that made over doing it a part of their service routine. If they were called out to unclog a drain, they took the time to tidy up the space under the sink, mop the floor and vacuum the floor mats. And, get this – they cleaned up any and all dirty dishes in and around the sink. Whoa! #gameon
People are the Difference that Makes a Difference
If people are the difference then suffice it to say that their actions and behaviors are the tell. Are you acting and behaving in a manner that is exaggerated? Do you take projects beyond what is expected? Do you push your team to do the same?
The point after the point: do something today that rocks the socks off of the people who you serve.
Your looking to over-exaggerate my responses multifamily manic
M
