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, formerly of 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.