The Best People Are In Multifamily!

Walking into the reception area, memories came flooding back – but before I could even acknowledge them, I looked up and recognized an old friend standing and waiting her turn to register at the desk. We exchanged pleasantries – after all, here we were in a doctor’s office. Allyson registered and went to the waiting area for the first time. Soon enough, I joined her but it has been six or so years since I had been there, but it’s like riding a bike; you get right back into that routine.

Later that evening, I stayed late to organize paperwork and make sure the new move-in would go smoothly and generally make my desk look “clean.” My desk is never usually clear and I don’t apologize for it. But I do like to tidy it up before I leave for the weekend if I am not planning to work on a Saturday. This day has been super busy with problems to solve and much discussion with residents and the team. Driving home, I turned on the CD (yep, I still like my music CDs because I don’t always have time to download music so I’ll resort to old school) and found my mind wandering. A single tear rolling down my face, I looked at my phone to see that I had missed a call and there was a new message.

Lord, I am so tired these days. 

Once home, I listen to the message and suddenly the floodgates open and the tears come, the kind that choke you with their sheer raw emotion. It’s tough to be back in the medical arena, no matter how much you like your doctors. The message was short and sweet and from a great Maintenance Tech, a friend, someone I have known not that long, meeting him at a property I am no longer managing and he simply said he’s thinking about me and hoping I am feeling okay, just checking on me. Let me tell you, the people who work our properties, our maintenance and leasing teams, are the BEST people in any profession. We have the ability to make a deep connection within a short amount of time, a lasting impression. Lifetime connections. Quickly drying my eyes, I was grateful once again for the souls I meet in the world of multifamily. 

I haven’t been able to call him back yet, my emotions still a little shaky but I know he understands. Time waits for no one and we do not know what lies ahead, so take a moment to connect with a colleague today. Everyone struggles occasionally and our strength as an industry is built when we share with one another. Take the time to forge a mentor-ship, a friendship, or a relationship. You matter!

Your Pets Are Residents, Too!

Our community is “pet friendly” meaning that we gladly welcome most canines and felines. Don’t get me wrong, we charge for this privilege, but being pet welcoming is rewarding regardless. For about two years I was absent as a full time manager here and when I returned I was greeted by Gus one morning. He was accompanied by his Humans, Joe and Carol. I noticed right away, he was very happy and grateful to stand by your feet and let you rub behind his ears. His tail would just wag and wag. Joe said Gus would stand there all day letting you pet him if you wanted.

As time moved on, I would be greeted by Gus every morning on his AM constitutional. He never seemed to be in a hurry and there was always time to sniff a leaf, a tree, or something interesting on the sidewalk. Joe and I laughed about how much Gus loved to slow down and smell the roses. Of course, like most Basset Hounds who did not move too fast, Gus was a tad overweight.

One day, I noticed Gus limping and he had a “pouch” like swelling on his hind leg. When it did not resolve itself quickly, Joe and Carol took him to the Vet for an examination. The Vet put him on antibiotics; however, the infection never really went away. There were days when Gus would limp and days when he really wasn’t up to long walks. But then there were still days he would run, happily chasing a rabbit and it didn’t seem to affect him.

Inevitably though, there were more bad, pain filled days than healthier, good ones. Joe and Carol made the difficult decision to release Gus from his misery and arrangements were made. One Saturday morning, I received an email from Carol that Gus was gone and to please understand their request to not be charged Pet Rent. Tears immediately filled my eyes and I was momentarily overcome. Quickly I sent my condolences via email and began a journey down Memory Lane, not just of Gus, but also of my beloved Chow mix, Viann, whom I lost on a winter morning during a blizzard just the December prior.

Time moves on though. It was nice to be greeted by other Residents’ dogs: Jack, a black lab; Lucy, a mix breed Dalmatian/Lab; Mya, a small, energetic Service Dog; Maggie, the Collie and my next door neighbor, Sam, a Maltese. And then, a few weeks ago there was a new little Beagle in the mix named Otis, Joe and Carol’s newly adopted Rescue. I guess a new journey begins and I am glad that we are Pet Friendly!

Testimonials

Some days you just need a tea party and today was one of those. Lucky for me, I had the sweetest Aunt with her Great Niece available to do just that with this afternoon. What a pleasant surprise when a Resident happens to stroll into the Office accompanied by the loveliest of all little girls, a bright, happy, five-year old enjoying a beautiful summer day before the start of her first year in school. We drew pictures with my array of Sharpie Markers and she drew a picture for me and I drew a landscape for her and we sang songs. And laughed! And shared secrets as only girls do.

I showed her how the table lifted up and we ate cookies and drank "tea". We braided each other's hair and I enjoyed the company of a new found friend. Suddenly, the door opened and a couple came in who were looking for a new home and my new small friend told them confidentally, "If you live here, I can be your friend!"

What better testimony does anyone need?

Yep, She Renewed ...

A year ago I wrote about the first BAD move in experience I have had to deal with "on my watch" so to speak. I was not happy about the situation but instinct led me to a reasonable solution to this rare situation. I also wrote about how that same Resident still would not speak to me, or smile, or wave when we passed on the property. I was pretty much convinced she would move when it came to renwal time. However, I also saw this as a challenge for me and the team to really rise above and prove this is a great community to call home. First of all, I truly feel this way, and second, the whole concept of what home is means a lot to me. It is my passion to create a warm, comfortable, safe haven for me and our Residents. So, we continued to wave to her, speak to her little boy when he got off the bus, and deliver excellent service to her. I sent out her renewal letter and held my breath. She came in the other day and renewed her lease for 2012-13. Never said anything positive or negative, but she seemed relaxed and comfortable and it went smoothly. Never underestimate the power of smiling and being friendly to your Residents and being there to correct a less than perfect move in experience.

I think trust is the biggest factor in any relationship. Once trust has been established, then it better not be broken or there will be consequences. I think this is why I tend to personalize my relationship with the community's residents. When someone submits a notice to vacate, I always secretly wonder if there is something I could do - personally - to make them change their mind, even though 98% of our Residents only move because they are buying a house or moving out of state. However, I still wonder whether or not I have given enough to each person to ensure they have enjoyed their living experience here.

Recently I was so thrilled to read two posts on our Facebook Page by two of our Residents who were so complimentary of the community and me personally. Helping someone settle into a new home is personal, not just business. For me, it will always be like this.

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.