Whose Job is it Anyway?

How many times have you walked into a place of business only to be turned away because the guy/gal in charge of this or that was not in at the moment?

It’s Everybody’s Job – All of the Time

When scaling up a business it is absolutely critical to get every single team member on the same page.

How do you do that?

I happen to think it’s pretty simple.

You pick a few rules, define them very clearly and repeat them often.

Rule number one: everybody knows how to serve the customer.

Businesses are set in place to serve the people that serve it. If you’re a business owner it is absolutely incumbent upon you to train your people the art of truly serving the customer.

Your Relentless About Customer Service Multifamily Maniac,


They’re Here

They’re here and will be the Center of your Universe for the next 25 years.

They’re here.

“We are the Aussies & Kiwis & Americans & Canadians. We are the Western Europeans & Japanese. We are the fastest-growing, th biggest, the wealthiest, the boldest, the most (yes) ambitious, the most experimental & exploratory, the most (self-) indulgent, the most difficult & demanding, the most service – & experience-obsessed, the most vigorous, the most health-conscious, the most female, the most profoundly important commercial market in the history of the world-and we will be the Center of your Universe for the next 25 years. We have arrived.” – Tom Peters

Sounds like a demographic that the Multifamily business is ready to serve!

Active adult or millennial? Who do you think of when you read the statement above? Don’t Google it. Just read it and think about it. Okay – and then Google it.

They’re here and they are ready for exceptional service. And those that serve them in the highest and best way will be handsomely rewarded. 

What is your property management team doing to serve them?

How is your business going to change to capture your share of attention from this group?

Your thinking through the next 25 years Multifamily Maniac,


It’s all about under the stove and behind the fridge

I am one of those inspect what you inspect types. And when it comes to unit turns; I expect absolute excellence.

Fresh paint without shading, streaks and missed cuts is great.

Clean carpet is great.

Clean windows on the inside is great.

Clean counter tops are great.

Clean light fixtures are great.

I would even go so far as to say that clean thresholds are great.

What is excellent? 

Pull out the broiler or storage drawer of a range –

Pop the top of a range

Take out the electric burners drip pans

Pull out the fridge and inspect the sides and underneath

Did the painters paint the wall behind the fridge or just far enough down that you would not notice otherwise

Open the fridge and run your finger through the plastic seal

Run your hand under the lip of the range hood

Pull the stove out and inspect the sides

Run your hands along the top of the blades on a fan

Are the windows clean on the outside

Are the mini-blind cords untangled

Do the vents have 20 coats of paint on them

Are the screws on switch plates and outlet covers turned to 6 and 12

Are door hinges covered with 30 coats of paint

Run your hand along the top of the light fixture in the bathroom

Pull the crisper trays out of the fridge

We Care

I like to scream! Not in that way… I like it when the quality of our product screams loud. So much so that anyone that moves in is so excited about the experience – they do nothing. They just enjoy. I consider that an awesome-over-the-top-success. If they happen to call and applaud our efforts; I consider that a grand slam in the bottom of the ninth to win the game. It’s stand on the rooftop proclaiming the awesomeness of the team that created that experience kind of stuff. It’s #gameon.

Your get your #gameon Multifamily Maniac,



Key Multifamily Technology Question

Before you decide to introduce a new piece of technology into your Multifamily business, ask yourself this key question:

Does the technology enrich the experience, or does it discount it?

Does it enrich the customer experience? Does it enrich the resident experience?

Does it enrich the vendor experience?

Does it enrich the investor experience?

And so on and so forth…

You’re don’t do it just because you can Multifamily Maniac, M

Intentional Phone Conversation

Amazing actors and actresses bring their lines to life through intention.

Amazing apartment leasing professionals do the same.

The best of the best in the acting field memorize their lines so much so that when they repeat them; they do so with pizzazz and definite intent.

In much the same way – best of the best in the apartment leasing field will fill dead telephone air with absolute pizzazz and incredible definite intent because the person on other end hears: CARE. They hear intent. And the professional knows that CARE and intent sell.

How to get Good at CARE and Intent

On your way home from the office tonight practice a mock telephone conversation whereby your bag an appointment. Do it with intent. #ftw Give no regard to fellow commuters that think you’ve lost your marbles; in fact give them a head nod and a big, “I’m closing this deal” smile! Point at your phone for affect. Do the same exercise on your way into the office tomorrow. Repeat this for five days straight and I assure you – #gameon will happen.

Your loving the concept of definite intent Multifamily Maniac,


Staging the Unexpected

I read about the idea of staging the unexpected some time ago. It rung a bell with me – at the time – and I recall starting down the path of thinking about what we could do to blow people away. And then I got distracted so I am just now circling back to the idea.

The story I read involved Macaroni Grill. The unexpected in their case:  giving meals away to patrons who were otherwise expecting to pay. They did so on random nights every month of the year. So, instead of receiving a check for their meal, patrons received a letter that suggested that it seemed awkward to charge a guest for a meal. How cool is that?

Blowing People Away In the past, I wrote about a plumbing company that actually took the time to wash a sink full of dirty dishes after completing a routine garbage disposal repair. Boom! Now that has impact.

Not such a far-fetched idea for our industry. Start tomorrow. Consider taking the time to randomly clean someone’s kitchen after a routine leaky faucet repair. Do it with great care and supreme detail. Leave a nice hand-written note suggesting how your service tech felt compelled to ease a small burden in the resident’s day. And – stop now with all the things that are going through your mind: what if we break something, what if we miss this or don’t do that. Who cares! Don’t miss the point with your negative self-talk. Just act. And then come back here and tell us about your experience.

Your loving the idea of staging the unexpected Multifamily Maniac,