There is a recent discussion on-going in the Multifamily Insiders Group regarding obtaining rental verifications in a timely manner. I posted a response that included what an attorney said regarding verifying a past resident:
Share I once took a class on this very topic where the attorney leading the class asked us why we were afraid of being sued for giving our opinion and/or answering a question factually. For example, the question, "Would you rent to this person again?" is really an opinion-related question. If YOU wouldn't rent to this person again, then say so, he said. After all, you are entitled to your opinion. Frankly, I agreed. Another example is the question, "Did the person pay rent on time?" Easy - either yes, they did, or no, they did not. There is no need to embelish in any other way. The problem is that people will sue or thresten to sue over the littlest things, and yes, my management company does not provide verifications other than the dates of occupancy for that reason for the conventional properties. However, for the Section 8 properties, Applicants can't be approved until the verifications have been received from prior landlord(s). But I still smile when I remember that attorney looking at us and asking us if we were not entitled to our opinions
Someone posted this response:
For my community, the "would you rent again" question is easy and does not involve my opinion. If they meet our criteria, we would, and should, rent to them.
Personal opinion is not part of our qualification criteria.
All of the information is taken straight from their file. If they have more than four non-compliance notices of the same type, we would not rent to them again. If they have more than four late payments, we would not re-rent. If they have a pet snake or pet spider and the manager is afraid of it and thus doesn't like them, tough. It is our job as community managers to be professional and leave our personal opinions out of the office.
Even if a prospect doesn't meet our criteria, we still treat them the same way we would anyone else. That's the law, and it's not subjective.
I was taken aback a bit at the terseness of the response. Of course, personal opinion is not part of ANYONE'S qualification process. That wasn't the point of the story. Additionally, I feel it is interesting that this responder states "If they have more than four non-compliance notices of the same type, we would not rent to them again." Really? You allow someone to intefere with their neighbors' rights to peaceful and quiet enjoyment at least FOUR TIMES before you actually do something to prevent them from continuing their behavior? I don't get it. I know exactly what this means, as this is not "my first rodeo." For those who haven't thought about this before - this means the management of this property allows someone to become a problem on at least four occasions for all complaining activities. This could be noise complaints, not cleaning up after their pet(s), not complying with housekeeping standards, not paying rent on time, causing property damage, parking in towaway zones, not complying with community rules in the Common areas (pool, workout facility, playgrounds, grill areas, tennis courts ... you get the idea.) For these 7 activities of non-compliance, this management office will issue up to 4 letters of non-compliance, which, to me, means the neighbors may be subjected to 28 times of being annoyed, inconvenienced, or treated un-neighborly.
Think about that - 28 instances of being unhappy. Of course, I am not implying that this person has allowed this at her community. However, to all Lessees out there, this is actually what could occur. In my opinion, the first time someone is non-compliant gives me pause to consider whether or not I would re-rent to them, even if they could qualify on credit and criminal background checks. This, as the attorney in my story said, is the reason that as a Lessor, you have the right to say you would not rent to someone again. I absolutely understand that company policy may restrict what information is provided for verification purposes and I respect those instructions.
I also find it interesting that since this particular person is not afraid of snakes, then management companies should allow this type of exoctic animal to reside in a multifamily community. If the manager is scared, then tough, she writes. I feel I can be professional and still have an opinion on a topic, and that opinion should be respected. I disagree strongly that managers must not have a personal opinion. I feel strongly that all topics should be reviewed thoroughly and all points of view considered before policy is interjected and arbitrarily approved. Some cities may prohibit exoctic pets and therefore an apartment community may not accept them whether or not your opinion differs.
How ridiculous of the above person to presume that Prospective Renters are not treated the same as anyone else? Just because one person may have a contrary opinion should not imply he will not comply with company policy and procedure. How many times have you received a verification form with the answer to the question: "Would you rent to this peson again?" filled out "If qualified ...." I understand what that means - it means, "Hell, No. You should see what's in their file ...."
To me, the response, "If qualified" means there are stories to tell. And I, for one, want to hear them. At least, that's my opinion.
Thursday, October 20, 2011
Tuesday, September 6, 2011
I Have a Confession - I Hate Pool Season!
Today the Maintenance Team started the end-of-the-year chore of closing our apartment community's pool. I cannot say I am sad about this! I think there is so much work and worry about the community's pool that I wonder sometimes if it is worth having one - though I know it is, of course. But why does it have to be so much trouble???
I was here for 3 years and then I was absent from the property for about a year and a half. It took those three years of supervising the pool on a daily basis to get Residents to learn the Pool Rules and why they were important. It only took the next pool season to un-do all that teaching. Last year, all hell broke loose at the pool because, frankly, the Manager didn't seem to exercise much discipline herself in her approach to pool supervision. Residents broke several glass tables in the pool and they had to drain it and clean on a couple of different occasions. There was all sorts of liquor being consumed there on a routine basis, not to mention litter strewn all over, and all kinds of dirt caked around the perimeter of the pool.
I was fearful of what 2011 would be like. I was pleasantly surprised to discover that most of my Residents read their rules, although a couple thought nothing of bringing their pets with them. Now, I ask you - do you think dogs with a ton of hot fur, enjoy having to lie on 110 degree concrete in the middle of a 90 degree day? And really, nothing much happened this year. It's just that it is exhausting to have to close the pool every day at 9:00 P.M. It's disheartening to find cigarette butts littering the poolside. And it is upsetting to find unpleasantries in the Men's room urinals .... For the most part though, this year was okay.
I hope next year to install a key fob entry system. That will be expensive, but at least I won't have to always worry that people from the neigboring apartment communities won't be in the pool without permission. Oh wait! I guess that won't stop the Residents from going in there after midnight to do a little skinny dipping though, will it? Yeah - back to my original assessment. I hate the pool. I am glad it is time to close it for the season.
I was here for 3 years and then I was absent from the property for about a year and a half. It took those three years of supervising the pool on a daily basis to get Residents to learn the Pool Rules and why they were important. It only took the next pool season to un-do all that teaching. Last year, all hell broke loose at the pool because, frankly, the Manager didn't seem to exercise much discipline herself in her approach to pool supervision. Residents broke several glass tables in the pool and they had to drain it and clean on a couple of different occasions. There was all sorts of liquor being consumed there on a routine basis, not to mention litter strewn all over, and all kinds of dirt caked around the perimeter of the pool.
I was fearful of what 2011 would be like. I was pleasantly surprised to discover that most of my Residents read their rules, although a couple thought nothing of bringing their pets with them. Now, I ask you - do you think dogs with a ton of hot fur, enjoy having to lie on 110 degree concrete in the middle of a 90 degree day? And really, nothing much happened this year. It's just that it is exhausting to have to close the pool every day at 9:00 P.M. It's disheartening to find cigarette butts littering the poolside. And it is upsetting to find unpleasantries in the Men's room urinals .... For the most part though, this year was okay.
I hope next year to install a key fob entry system. That will be expensive, but at least I won't have to always worry that people from the neigboring apartment communities won't be in the pool without permission. Oh wait! I guess that won't stop the Residents from going in there after midnight to do a little skinny dipping though, will it? Yeah - back to my original assessment. I hate the pool. I am glad it is time to close it for the season.
Saturday, August 20, 2011
How To Turn Around The Bad Move-In Experience
I work alone in the Office - you know - no leasing team, no receptionist, just me, a team of one. So, it ALL falls on me. I have been with this property since 2005 in one way or another. Usually, I am in a different state at another property and I am the "Go To" person for the Manager here and act as a "Go Between" for her and the Owner/Corporate Office.
At other properties, Managers are usually busy doing "manager things", whatever that means. Don't get me started! As a team of one, I take the calls, show the apartments, set the turn schedule, etc. I also work with vendors and contractors and oversee the capital projects. I create the Budget. Basically, I like working alone, but it does have its drawbacks! One of those is that it all falls on me!
Recently, I needed to be out of the Office and I knew when I returned to the site, there would be two new families moving in. I left with instructions to the Maintenance Team (a team of 2) to inspect the units and make sure everything was on track for the move in dates.
When I returned, unfortunately, I assumed that the units were properly cleaned and ready to go. I was wrong! Each new Resident arrived (check!), lease signed (check!), money exchanged (check!), keys given (check!) .... ummmm. Apartment Examined? Well, I thought that was covered.
I actually rent a lot of apartments and townhouses here at Ashton Glen sight unseen! With the age of technology and internet search engines doing all the work, many times I can pre-lease and lease apartments with people right through our website and over the telephone. This was not the case with these two move-ins, however. Both families had visited prior to their moving into our community, but neither had seen the actual townhome into which they would be moving. The first person came in and we went immediately to the townhouse and walked through. I like to take paper and pen with me to make any notes on anything perhaps not up to par. Pretty soon, I was filling in a lot of notes regarding the cleanliness of the unit. Definitely not normal for us! We discussed the issues, made a plan to remedy the situation and went back to handle the paperwork and details. The second person came at her appointment time and I expected to do a walk through with her as well. For whatever reason she was especially stressed and just wanted me "to hurry it up!" So ... I did.
She wasn't rude, exactly, just not the most pleasant person. Okay - really she was a you-know-what, rhymes with witch - and grabbed her keys. I bet it wasn't more than five minutes later when she came back in and demanded to know which Garage was hers. I must have looked confused and I told her she didn't have a Garage; she had not reserved one beforehand. It was downhill after that, I can tell you. She pretty much was irate and I was the dumbest, rudest B*&%# in the world and WHY DID I RENT HERE? To make matters even worse, she sent her friend who was helping her move in to the Office to demand a Garage key and the telephone number of the Corporate Office.
So, how do you turn this situation from bad and worse to at least civil? Okay - yes, I admit that the cleaning was not perfect. I immediately called my back-up cleaners (this was last minute after all) and they came in and did a fabulous job! I sent our senior Maintenance Technician in and he stayed with her until every maintenance issue was addressed to her satisfaction. AND, when she complained the following day about a maintenance issue (a Saturday), the Maintenance Tech went to her apartment and addressed her complaint because he was already on sire attending to another emergency work order. AND, when she called two weeks later on a Sunday, I happened to answer the phone because I was on site for an emergency maintenance issue - but she did not need to know that! - and took her work order request and told her someone would be there in the morning.
I also sent her a note (handwritten) to thank her, welcome her, and to follow up about the Garage issue. We were able to resolve that as well (even though she did call the Corporate Office and complain about me.) In any event, although she does not smile and wave at me when I see her drive past me, I will continue to smile and wave at her. The thing I wish I could get her to understand is that I treated her the same way I have treated everyone here at Move-In. The Maintenance Team handles her requests the same way they handle everyone's - and they do routine things on weekends if they know about them and are already here. Just because they are NICE people and great Maintenance Technicians. This is normal for us! I feel terrible - still - that she experienced a less than perfect move in, but sometimes this happens even on the best property.
The one thing I will admit to though is this: I got upset about this! I was livid that she called the Corporate Office and I was angry that the Corporate Office immediately wanted me to give her a Garage, plus have me put in a remote control, too! I finally said out of exasperation that I would do this IF he was ordering me to do it BUT I would not be happy about it.
I wrote her a note of apology for the "bad move in experience" and I begged forgiveness ... but she did not get a free garage with a remote control. She ended getting a Garage ... with no remote ... but with a bit of a price reduction. I felt that was fair - because that is what I would do for ANY RESIDENT who did not have a great move in experience.
At other properties, Managers are usually busy doing "manager things", whatever that means. Don't get me started! As a team of one, I take the calls, show the apartments, set the turn schedule, etc. I also work with vendors and contractors and oversee the capital projects. I create the Budget. Basically, I like working alone, but it does have its drawbacks! One of those is that it all falls on me!
Recently, I needed to be out of the Office and I knew when I returned to the site, there would be two new families moving in. I left with instructions to the Maintenance Team (a team of 2) to inspect the units and make sure everything was on track for the move in dates.
When I returned, unfortunately, I assumed that the units were properly cleaned and ready to go. I was wrong! Each new Resident arrived (check!), lease signed (check!), money exchanged (check!), keys given (check!) .... ummmm. Apartment Examined? Well, I thought that was covered.
I actually rent a lot of apartments and townhouses here at Ashton Glen sight unseen! With the age of technology and internet search engines doing all the work, many times I can pre-lease and lease apartments with people right through our website and over the telephone. This was not the case with these two move-ins, however. Both families had visited prior to their moving into our community, but neither had seen the actual townhome into which they would be moving. The first person came in and we went immediately to the townhouse and walked through. I like to take paper and pen with me to make any notes on anything perhaps not up to par. Pretty soon, I was filling in a lot of notes regarding the cleanliness of the unit. Definitely not normal for us! We discussed the issues, made a plan to remedy the situation and went back to handle the paperwork and details. The second person came at her appointment time and I expected to do a walk through with her as well. For whatever reason she was especially stressed and just wanted me "to hurry it up!" So ... I did.
She wasn't rude, exactly, just not the most pleasant person. Okay - really she was a you-know-what, rhymes with witch - and grabbed her keys. I bet it wasn't more than five minutes later when she came back in and demanded to know which Garage was hers. I must have looked confused and I told her she didn't have a Garage; she had not reserved one beforehand. It was downhill after that, I can tell you. She pretty much was irate and I was the dumbest, rudest B*&%# in the world and WHY DID I RENT HERE? To make matters even worse, she sent her friend who was helping her move in to the Office to demand a Garage key and the telephone number of the Corporate Office.
So, how do you turn this situation from bad and worse to at least civil? Okay - yes, I admit that the cleaning was not perfect. I immediately called my back-up cleaners (this was last minute after all) and they came in and did a fabulous job! I sent our senior Maintenance Technician in and he stayed with her until every maintenance issue was addressed to her satisfaction. AND, when she complained the following day about a maintenance issue (a Saturday), the Maintenance Tech went to her apartment and addressed her complaint because he was already on sire attending to another emergency work order. AND, when she called two weeks later on a Sunday, I happened to answer the phone because I was on site for an emergency maintenance issue - but she did not need to know that! - and took her work order request and told her someone would be there in the morning.
I also sent her a note (handwritten) to thank her, welcome her, and to follow up about the Garage issue. We were able to resolve that as well (even though she did call the Corporate Office and complain about me.) In any event, although she does not smile and wave at me when I see her drive past me, I will continue to smile and wave at her. The thing I wish I could get her to understand is that I treated her the same way I have treated everyone here at Move-In. The Maintenance Team handles her requests the same way they handle everyone's - and they do routine things on weekends if they know about them and are already here. Just because they are NICE people and great Maintenance Technicians. This is normal for us! I feel terrible - still - that she experienced a less than perfect move in, but sometimes this happens even on the best property.
The one thing I will admit to though is this: I got upset about this! I was livid that she called the Corporate Office and I was angry that the Corporate Office immediately wanted me to give her a Garage, plus have me put in a remote control, too! I finally said out of exasperation that I would do this IF he was ordering me to do it BUT I would not be happy about it.
I wrote her a note of apology for the "bad move in experience" and I begged forgiveness ... but she did not get a free garage with a remote control. She ended getting a Garage ... with no remote ... but with a bit of a price reduction. I felt that was fair - because that is what I would do for ANY RESIDENT who did not have a great move in experience.
Saturday, March 26, 2011
The So-Called Real Estate Experts ... Who Says?
The Dayton Daily News contained an article yesterday - right on the front page - all about how the rental rates continue to fall in the local apartment market. It was such a bleak article full of doom and gloom. I wonder who these so-called experts are? David Dickerson - from Gen Real Estate Group and Peggy Alford of Rent.com have impressive credentials. But so what? What is their role in the Greater Dayton apartment market?
I guess I should not take this type of thing personally, though in some ways, I do. I came back to the Dayton area in February to shore up a declining occupancy at a small apartment community right in the thick of things. There are more than 32 apartment communities that serve as direct competition to this property. In less than 2 months we are back on top at 97% occupied.
The articles describe the glut of the industry - guaranteeing that pricing should decrease: greater the supply, the less of demand. Yes, sometimes you do have to lower the rent. Sometimes you may have to market an enticement of some concessionary source. However, if you know your market and you understand the variables, there is absolutely no reason to panic and take these people's word as law. I think too many Management Companies resort to offering all these concessions (one downtown property this morning posted a freebie of TWO MONTHS of RENT) because they don't train their teams to manage the revenue. They could probably just lower a couple of units' rent and adjust the other pricing accordingly.
On the other hand, too many apartment communities have rental rates that are unrealistic. I don't see how some of these older properties say the rent on a 1 bedroom is $679 but they run a "Special" that reduces the rent on that same apartment to $499!!! Come on - can you really do that? And make any money? I think that is ridiculous!
It would be ideal, if we lived in an ideal world, to have a stablized rental rate system, share it with your competitors, and agree not to offer huge concessions. At least, that is my opinion.
I guess I should not take this type of thing personally, though in some ways, I do. I came back to the Dayton area in February to shore up a declining occupancy at a small apartment community right in the thick of things. There are more than 32 apartment communities that serve as direct competition to this property. In less than 2 months we are back on top at 97% occupied.
The articles describe the glut of the industry - guaranteeing that pricing should decrease: greater the supply, the less of demand. Yes, sometimes you do have to lower the rent. Sometimes you may have to market an enticement of some concessionary source. However, if you know your market and you understand the variables, there is absolutely no reason to panic and take these people's word as law. I think too many Management Companies resort to offering all these concessions (one downtown property this morning posted a freebie of TWO MONTHS of RENT) because they don't train their teams to manage the revenue. They could probably just lower a couple of units' rent and adjust the other pricing accordingly.
On the other hand, too many apartment communities have rental rates that are unrealistic. I don't see how some of these older properties say the rent on a 1 bedroom is $679 but they run a "Special" that reduces the rent on that same apartment to $499!!! Come on - can you really do that? And make any money? I think that is ridiculous!
It would be ideal, if we lived in an ideal world, to have a stablized rental rate system, share it with your competitors, and agree not to offer huge concessions. At least, that is my opinion.
Wednesday, March 16, 2011
Let's Talk Customer Service!
I recently decided to purchase some furniture. And you know - furniture is not usually something I buy every day, much less frequently. So, I was actually excited by the prospect, even though I didn't really want to do it. I purchased a new couch - no problems. I picked it out, ordered it, made delivery arrangements (3 times!!!!) but it arrived and was perfect. I was happy not to be sitting on the floor any more. Then it came to ordering a bed.
I have never bought myself a new bed - EVER. In the ancient days of being a newlywed, my now ex-husband bought the bedroom set that resides now in another residence. I had of course, as an expectant mom, picked out nursery furniture, a crib being a part of that. Then came twin beds, loft beds, and then a guest bedroom set. But I had never needed to buy myself one. Carpe Diem!
It was fun shopping for it. It was even more fun laying on all those mattress sets, pillow tops, soft and cozy. Firm mattresses - oooh, probably good for my back but goodness, absolutely no give whatsoever. I thought it would feel like sleeping on concrete. Then there are the sleep number beds - too complicated! All those numbers. Who can figure that out at the end of a long day? Once I settled on a beautiful bed - if you saw it you would know immediately that it was "me," I made the delivery arrangements, which turned out to be a complicated mess.
Eventually, the bed arrives and I am so relieved! I had spent the past three weeks sleeping on a twin size air mattress which needed refilling every so often. (That's a fun story all by itself - I will spare you.) I watch the delivery guys unpack the contents of boxes and assemble the bed. Then I look at the bed, specifically the empty middle where the mattresses will be placed. Hummm. Only 2 slats. I ask about this and the delivery guy tells me, "Lady, it only came with the two, so that's all there is. Here, sign the form and Thank You." I look blankly at him and squint my eyes. Hummm. I tell him it looks like there are places indented to hold three slats. "I dunno," he says and holds out the clipboard with pages to sign. I sign.
After the delivery people leave I keep wondering about that 3rd slat so I call Customer Service. The young man who answers the phone tells me abruptly I should not have signed the form and furthermore, EVERYBODY KNOWS you don't sign if you have questions. Really? If I had known this, I tell him, I would not have signed the form. I would have called right then. "Do you need a repairman sent?" he asks.
"No, it isn't broken. I am MISSING something."
We come quickly to an impasse as this person continued to tell me I should not have signed for it and do I want it repaired. I wonder, how do you repair something if it isn't even there. "Sure - send me someone who can tell me if I do in fact need the 3rd slat."
Now, the mattresses arrive. The delivery person is the same person who sold me the set. It is his family's store. He takes one look and asks where the third slat is. I tell him my story. He looks at me as I stand there looking - stupid? Hopeful maybe? Plain old dumbfounded? "Let me take a few measurements and I will make you a third one because the bed should have three. This will help your mattresses last longer and give you more support." He and the helper place the mattresses on the bed frame and tell me he will come back in a day or two with the new slat. And guess what? He does!
This guy's name is Tim. He says his father and brother own the store, Mattress Innovations, in Dayton, Ohio and he is the BEST customer support specialist EVER. He really went out of his way for me. He measured for the new slat, brought it back and installed it on the bed and did all of this without charging me a dime. Not even for delivery!!! I cannot tell you how impressed I am with his level of commitment to me as a customer with a problem. He first noticed there was a problem. He set about solving the problem. Then he made sure I was completely happy with the product. This is the first time in my life that I have been on the receiving end of such care. If you ever need a new mattress, go to Mattress Innovations. They are GREAT!
His attitude helps me to remember that this is what it means to go above and beyond. I hope that I remember this every day when I am working with my Residents, Vendors, and Prospects and other team members.
I have never bought myself a new bed - EVER. In the ancient days of being a newlywed, my now ex-husband bought the bedroom set that resides now in another residence. I had of course, as an expectant mom, picked out nursery furniture, a crib being a part of that. Then came twin beds, loft beds, and then a guest bedroom set. But I had never needed to buy myself one. Carpe Diem!
It was fun shopping for it. It was even more fun laying on all those mattress sets, pillow tops, soft and cozy. Firm mattresses - oooh, probably good for my back but goodness, absolutely no give whatsoever. I thought it would feel like sleeping on concrete. Then there are the sleep number beds - too complicated! All those numbers. Who can figure that out at the end of a long day? Once I settled on a beautiful bed - if you saw it you would know immediately that it was "me," I made the delivery arrangements, which turned out to be a complicated mess.
Eventually, the bed arrives and I am so relieved! I had spent the past three weeks sleeping on a twin size air mattress which needed refilling every so often. (That's a fun story all by itself - I will spare you.) I watch the delivery guys unpack the contents of boxes and assemble the bed. Then I look at the bed, specifically the empty middle where the mattresses will be placed. Hummm. Only 2 slats. I ask about this and the delivery guy tells me, "Lady, it only came with the two, so that's all there is. Here, sign the form and Thank You." I look blankly at him and squint my eyes. Hummm. I tell him it looks like there are places indented to hold three slats. "I dunno," he says and holds out the clipboard with pages to sign. I sign.
After the delivery people leave I keep wondering about that 3rd slat so I call Customer Service. The young man who answers the phone tells me abruptly I should not have signed the form and furthermore, EVERYBODY KNOWS you don't sign if you have questions. Really? If I had known this, I tell him, I would not have signed the form. I would have called right then. "Do you need a repairman sent?" he asks.
"No, it isn't broken. I am MISSING something."
We come quickly to an impasse as this person continued to tell me I should not have signed for it and do I want it repaired. I wonder, how do you repair something if it isn't even there. "Sure - send me someone who can tell me if I do in fact need the 3rd slat."
Now, the mattresses arrive. The delivery person is the same person who sold me the set. It is his family's store. He takes one look and asks where the third slat is. I tell him my story. He looks at me as I stand there looking - stupid? Hopeful maybe? Plain old dumbfounded? "Let me take a few measurements and I will make you a third one because the bed should have three. This will help your mattresses last longer and give you more support." He and the helper place the mattresses on the bed frame and tell me he will come back in a day or two with the new slat. And guess what? He does!
This guy's name is Tim. He says his father and brother own the store, Mattress Innovations, in Dayton, Ohio and he is the BEST customer support specialist EVER. He really went out of his way for me. He measured for the new slat, brought it back and installed it on the bed and did all of this without charging me a dime. Not even for delivery!!! I cannot tell you how impressed I am with his level of commitment to me as a customer with a problem. He first noticed there was a problem. He set about solving the problem. Then he made sure I was completely happy with the product. This is the first time in my life that I have been on the receiving end of such care. If you ever need a new mattress, go to Mattress Innovations. They are GREAT!
His attitude helps me to remember that this is what it means to go above and beyond. I hope that I remember this every day when I am working with my Residents, Vendors, and Prospects and other team members.
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