Episode 5 | Apartment Hacker | Occupancy Permits

In this episode I opine on the topic of occupancy permits and the lack of consistency germane to the inspection process. I 100% appreciate and support the need for cities and municipalities to govern building and living quality in their respective housing stocks. It’s the lack of a consistent interpretation and application of the occupancy codes by inspectors that frustrates me. And, trust me; there is a second side of this coin falls squarely on the shoulders of operators. We need  solid deliverables in our turnover quality so as not to waste the time and limited city resource.

I would love to hear your thoughts on the subject.

Episode 4 | Apartment Hacker | Servant Leadership

I believe leaders are made with the right amount of love, care and respect.

In Episode 4 I give you my thoughts related to Servant Leadership.

Leadership is something I’ve held front and center in my career.

I believe leaders are made with the right amount of love, care and respect.

There is no SOP for leadership but there are principles to live by and I think it all starts with a servant’s mind.

You consistently searching for chances to serve the people who serve our space multifamily maniac,

M

Episode 3 |ApartmentHacker | Disrupters are Disrupting

Uber and Airbnb disrupting our definition of the customer experience.

In episode 3 of ApartmentHacker I talk about disrupters like: Uber and Airbnb disrupting our definition of the customer experience.

It’s fascinating stuff and if you’re not paying attention; your property can/will suffer.

Your constantly looking at the world and how it impacts our space Apartment Hacker,

M

Episode 2 | ApartmentHacker | One Per Hundred

Responding to some thoughts on the topic of – one per hundred. If you’ve been in the business for any length of time; you’ve likely heard the phrase: one-per-hundred. It refers to a ratio of one employee per 100 units owned/served and serves as a basis for writing proformas across the country.

I lay down my thoughts in the video below. I refer to some now very dated content but the concept remains the same.

Your excited about the one per hundred ratio finally making some level of sense as it relates to extraordinary customer service Apartment Hacker,

M

Episode 1 | ApartmentHacker | One Take

I am taking the ApartmentHacker site down a new path starting today.

A New Path

This new path started with a name change (hopefully the last) from M Brewer Group to ApartmentHacker and will end with new and freshly packaged content. And, we are finally getting a logo. Not that I care so much about the logo but it will be a nice touch and hopefully help in the area of identity and recognition. All good change in my opinion but I am most excited about something I’ve not mentioned – video.

Producing Video

I’ve spent the past two months of nights and weekends producing 60 plus/minus short form videos for my Facebook page. And now that I have a library of content I am going to start sharing it here. For some of you; this is old news. For those who don’t follow me on FB; I hope you like what you see.

It’s a Process

I will admit; the first 25 plus/minus videos capture an absolute amateur trying to find his feet. While that is still the case today; I can tell it’s getting better. And my aim over time is to really refine the messages, the length and the overall production.

As you will hear in the first video; I took a page out of Gary Vanyerchuk’s and Dr. James Rouse’s playbook. In the early days Gary went with one-take vids. No edits. The same is still true for Dr. James with his daily offerings on FB.

Enjoy the Ride

I jumped in with no real expectation except to get started and get better over time.

With that, I hope you enjoy the new look when it goes live and I hope you enjoy the video content.

Your always trying something new Multifamily Maniac,

M

Facebook Go-Live: Good and Bad for Multifamily

I can see Facebook Go-Live used as a way to advocate and annihilate your property management brand.

Facebook Go-Live is the next belle of the ball in multifamily. In essence, the functionality gives you the ability to live stream your experiences in the moment. While the idea of live streaming on mobile is not new , it is new for the masses on Facebook.  And I can see so many uses and misuses as it relates to multifamily. Some awesome and some no so awesome.

Facebook Go-Live 2Leasing/Sales – I can see live streaming community tours answering questions, personalizing and customizing along the way.

Residents – I can see John and Stacy broadcasting their watch party or pool party attendance.

Vendor Management – I can see live streaming various issues, problems or successes. Catch the landscaper going the extra mile; edify him or her by broadcasting your praise for a select audience that cares.

Advocates – I can see residents that love their apartment living experience – live streaming something nice and positive about their community.

And, Resident Critic – this is the one that peaks my interest the most. I can see resident live streaming that leaky faucet, leaky ceiling or flooded basement or a bad customer service interaction live and in person. It gives a whole new meaning to the lead in; “Coming to you live from…”

Item of note: The function is only live on my personal page. It’s not yet live on my Apartment Hacker page and I can’t find anything that tells me when it might be.

Nevertheless, it adds a whole new level to reputation monitoring/management.

Your looking forward to watching some Facebook go-live entertainment multifamily maniac,

M

 

Elite Soccer Teams

Right Now leaves companies ten years behind their field at any given time.

“The elite soccer teams in the world emphasize pace over perfection. They recognize keeping the ball moving quickly is better than waiting and trying to make the ideal pass.” – Fast Company (December Issue, Page 16)

It is striking to me; one’s unwillingness or massive hesitation to ‘pass’ product, service or a story to the masses. People get in their way thinking quality, brilliance, superiority, excellence, perfection or even good enough has to exist before you can set caution to the wind and move the ball quickly. They prefer the safety of waiting in perpetuity for the perfect moment.

I see too many people set under the rule of reaction, fire chasing, got-a-minutes and the latest leadership impulse. I see too many people lead by whimsical, zero vision, mindless mission, vitriolic values and too small to see or nonexistent strategies. I see the proverbial 50/50 loss, intercepted pass, or consistent offside call because we think the ‘right now’ work matters most.

The problem with that type of thinking is that something always pulls our attention away from the things that move the ball quickly.

Right Now

Right Now moves paper from the left side of your desk to the right side. Right Now turns email into a conversational platform instead of moving a business forward platform. Right Now leaves mission to those socially well-attuned companies that are making a difference in the world. Right Now leaves vision to those who want to grow the human capital that will Scale a business Up. Right Now leaves defining values to those who give a damn about the people who CARE. Right Now leaves strategy to the élite masters of building cultures of thriving people. Right Now leaves companies ten years behind their field at any given time. Right Now leaves everyone sick and tired of being sick and tired (a dangerous spot). Lastly, Right Now leaves you to wonder why the team never gets the ball across centerfield.

M

Starbucks: Beginning of the End

Is it the beggining of the end for Starbucks?

Starbucks Front DoorIt’s been awhile since I’ve written a post. I could tell you all the reasons why but none are really relevant to today’s thought.

Starbucks 

I am sitting at Starbucks this early evening busting out email and reading material I can never seem to get to at the office. As many of you know Starbucks is my absolute favorite brand/place in the world. And believe it or not, it’s not just about the coffee to me. It’s equally if not more about the place/space it offers me to be, think and produce. But today – I’m disappointed.

When I walked in I noticed months and months of debris built up along the curb lines in the parking lot. I also noticed the landscape is in need of pruning. I noticed the dust on the windows and doors is thick and peppered with bird poop. I noticed the address is sun-baked and wasting away and the number of decals and signage is overwhelming. The VP in me wanted to grab the Regional and Property Manager for an immediate property walk. I felt myself literally getting angry in the how-could-you-let-it-get-this-bad sort of way. It screams – I don’t care in a harsh way. Worse yet, it screams – you’re-going-to-buy-coffee-here-even-if-we-don’t-focus-on-the-small-stuff.

It doesn’t stop at the door. When I look up I see dropped decorative ceiling tiles and light fixtures that are full of dust. The window coverings are frayed on the sides and bottoms and the ledges are dusty. And to top it off, there is a bug hanging out on the window seal.

This is not the Starbucks I have come to love over the years. In fact, I feel sad. Sad to think that I give time, money and loyalty to this organization in exchange for a remarkable experience.

Is this the beginning of the end for Starbucks? I hope not.

Striking Realization

It strikes me that I am the exact customer that Starbucks needs, wants and desires. I’m a semi-over-the-top advocate for the brand. I once gave major grief to one of  my Area Managers for bringing a Dunkin Donuts cup of coffee to our weekly 1:1 meeting. I have posted hundreds of personal pics that include a siren mug in the foreground on platforms like Instagram, Facebook and the like. I take Starbucks on vacation when I know I’ll be a good distance from a store. I only buy Starbucks coffee to brew at home. And the list goes on.

It also strikes me that I am exact customer that Starbucks doesn’t want to set adrift. This post is evidence of that.

All that in mind – Starbucks take this a my fair plea. Please get back to the level of quality every customer would demand and expect from the best place in the world. Please.

Your Details Matter Apartment Hacker,

M

Related Post – Open the Store

Reverse Apartment Reviews

We’ll be posting our Reverse Apartment Reviews [on our website].

Suffice it to say reviews are a two-way street. The Internet and Social Media enables the critic in all of us. We give ratings and reviews to food, coffee, authors along with goods and services across all industry. Nothing is immune. That is except the customer. That is until now.

Australian based Art Series Hotel Group is reviewing guests. Yes! You read it clearly. From their website:

We’ll be posting our Reverse Reviews [on our website] and finally revealing what goes on behind closed doors.

Reverse

Can you see it? Recall that recent move out. You know the one where the carpet has a perfect circle cut out in the living room area that served as fire pit. The ceiling that accommodated knives, forks, spoons and oil dip sticks. Yes – shoved in for decoration. Or, the one with the living room walls painted with life-sized psychedelic Alice in Wonderland landscape and characters – a true work of art. Or, the one with 20 years worth of collected newspapers stacked neatly from floor to ceiling covering nearly every square inch of the apartment to include the bathtub and kitchen sink.

How about posting these masterpieces for all to see – names included?

Playing the Game

Art Series Hotel’s Reverse Reviews is a game.

A promotion to fill hotel rooms.

A very cool promotion if you ask me.

Your sometimes wishing we could post reverse reviews Multifamily Maniac,

M

Employee Survey

Don’t reduce employee survey results to one more item on your “to-do” list.

Survey results are not worth the paper unless used to make meaningful change.

Don’t reduce results to one more item on your “to-do” list.

Do pick two or three meaningful things to act on.

Don’t pick the low-hanging fruit.

Do act quickly.

Your digging through employee survey results presently multifamily maniac,

M