The client relationship with its property management company goes far beyond the business development team. Every member of the organization that interacts with the client, from the onsite associates to every corporate support person, plays a critical role in the relationship. There are a few key areas where an organization must consistently deliver to build, strengthen, and protect the client relationship.  

First and foremost is communication. It is universally acknowledged as the top area for improvement across all industries. Our business is no exception, and with the client relationship, quality communication is critical. Keep the below top of mind regularly to help improve communication: 

• Overcommunication is better than none. No one likes to be blindsided.  
• Collaboration is a two-way street, and active communication is paramount between parties. It’s not only the messages we deliver, but how well we listen and receive information from the client and one another that drives our ability to align the goals and priorities of our client to our wider brand mission and vision.
• Proactively share information. Bring your client along the journey and highlight your expertise, it will reinforce the confidence our partners feel when they work with us. Knowledge is power, and imparting those useful market nuances or trends will be much appreciated. It leads to better healthier conversations and more effective decision making.  
• Balance brevity with detail - it's an artform. Practice it daily.  
• Uphold the highest standards of honesty and integrity for yourself and the organization. Trust can be lost in an instant, perhaps never to be regained. There cannot be a strong relationship without trust. The supporting role here is transparency. This is a tough business, and things don’t always go perfectly. Own up to mistakes and detail all the actions being taken for immediate corrective action. Honesty is ALWAYS the best policy.  
• Remember that we’re all people with lives outside of our jobs. Strong professional relationships include personal connections. People, for the most part, enjoy talking about themselves. Getting to know a little about a client personally can go a long way. Who doesn’t want the opportunity to talk about their new baby, or the amazing bucket-list vacation they recently went on? Showing a genuine interest in them as human beings and finding commonalities as people develops a connection with tremendous value in the client relationship. 

These concepts are best practices for a reason - they work,  if consistently executed. Like most of what we do in property management, it usually isn’t a novel idea that makes a person or company successful but the day-in, day-out grind of deliberate, intentional effort and results that sets us apart from the competition.  

Words are meaningless without action. 

At RPM, we’re proud to have some of the industry’s top leaders, and we’re excited to share their Leader POV with you on their areas of expertise and on hot topics in business to help you learn, grow and gain a fresh perspective. Read more on our blog.

Accountability in our personal lives seems so easy and necessary. We hold our children accountable for chores, we take our vitamins and medicine as necessary. So, why does it feel so challenging to hold ourselves accountable in professional environments? 

Turning goals into action 

Ever hear of the phenomenon “evaluation apprehension?” It’s the idea that people who tell their goals to someone they perceive as having a higher status than them achieve greater goal commitment and performance. And, according to a series of studies published by the Journal of Applied Psychology, it’s totally a thing. If you want to successfully bring a dream to reality, tell someone you respect. 

A study out of Dominican University set out to understand the most effective way to pursue and accomplish a goal and what they found was while having a goal and a plan and process for achieving that goal matters, it’s having someone hold you accountable that makes the difference. Meaning, the word accountability isn’t a path to corrective action or termination, but an opportunity for deeper connections and greater probability to reaching the goals you set.  

This is the foundational basis of our quarterly and annual reviews – a chance for candid dreaming and goal planning with leadership you respect and trust, and who can hold you accountable to achieving your goals. 

Turning action into results 

When you are leading a team, it’s critical to understand the way to encourage, and to hold each team member accountable. Be the trusted advisor to your team. Lead by example so the weekly meetings, quarterly conversations and annual reviews are collaborative, inspired, and productive. And when mapping out your goals, make them actionable and share them with leadership to invite them to collaborate with you, cheer you on, and hold you accountable. 

There will always be a time when we must ask for help. At RPM Living, I can guarantee you have a supportive group around that you can learn from. Struggling to understand why occupancy isn’t improving? Ask the person in your region or division who has the highest occupancy for suggestions. Do all your spoons end up under your child’s bed? Get to know the person you share office space with and see how they survived the teenage years.  Don’t be afraid to share your struggles; ask someone how they make progress. We all know someone who has made it work!   

At RPM, we’re proud to have some of the industry’s top leaders, and we’re excited to share their Leader POV with you on their areas of expertise and on hot topics in business to help you learn, grow and gain a fresh perspective. Read more on our blog.

In today’s fast-changing multifamily real estate landscape, staying adaptable and forward-thinking is more important than ever. At RPM Living, we know that our success isn’t just about having the right strategies and market insights. It’s also about fostering a culture that’s vibrant, evolving, and responsive. This dynamic culture is what drives our teams to excel and positions us as leaders in the industry.  

So, what does a dynamic culture look like at RPM Living?   

• We're not afraid to challenge the status quo  
• We’re willing to rethink how we do things 
• We always look for better ways forward 
• We prioritize agility and flexibility, knowing that being able to adapt quickly is crucial for long-term success.  

It’s not so much that we do these things, but that we continuously cultivate this environment within our culture and attract talent that embody these characteristics. Creating a dynamic culture doesn’t happen by accident. It’s something we build deliberately, through leadership that values transparency, open communication, and collaboration. And, believe it or not, there’s a science behind it.
  

How to create a dynamic culture

A dynamic culture’s driving success is fueled by multiple factors all rooted in psychology. Research shows that when a person feels safe to express their ideas, take risks and make mistakes, their creativity blossoms and they become stronger collaborators. Furthermore, believing your work is meaningful and tied to wider, sustainable strategies and mission fosters a sense of purpose, and having purpose is an indicator for greater success in the workplace. Organizations find their momentum when all associates are aligned, moving towards a clear vision. Here's a few key steps to creating a dynamic culture.

1. Recognize that your teams are your greatest asset. And act like it. 
The ability to thrive and pivot together in a constantly changing environment is a direct result of your culture. By creating a space where everyone feels valued and heard, you empower your people to bring their best ideas to the table and take ownership of their work. This sense of ownership not only fuels personal and professional growth but also contributes to collective success.  

2. Attract and retain top talent.  
In a competitive industry like multifamily real estate, it’s crucial to bring in people who are not just skilled but also aligned with our values and vision. A great culture will draw in professionals who are passionate about innovation, eager to learn, and excited to be part of a collaborative environment. By valuing diverse perspectives you create a team that’s committed to pushing boundaries and redefining what’s possible.  

3. Put people first and relationships ahead of profits. 
The benefits of a dynamic culture extend beyond internal operations. It also shapes how you interact with clients and stakeholders. A culture that values adaptability and innovation will remain at the forefront of industry trends, and enable you to consistently deliver value and exceed expectations. Our clients know they can count on us to not only Don't just meet client needs - anticipate and respond to the challenges and opportunities of tomorrow. This proactive approach strengthens relationships and reinforces your reputation as a trusted partner in the multifamily real estate space.  

At RPM, we’re proud to have some of the industry’s top leaders, and we’re excited to share their Leader POV with you on their areas of expertise and on hot topics in business to help you learn, grow and gain a fresh perspective. Read more on our blog.
 

Facing adversity in your life has the potential to throw you off your game. No one likes it, and it typically comes with a negative connotation. The truth is adversity is disruptive to our flow and can create situations that are difficult to navigate. Being a great leader is learning how to take adversity in stride, and not let it sink our ship. So, how do all the great leaders do it? Let’s dig in.

Allow adversity to be your friend: We all appreciate that friend who holds the mirror up so we can take a good look at changes that need to be made. Adversity can be that friend we may not always want, but we need to help us grow. What’s the difference between the person who sees adversity as a friend and the person who views adversity as foe? Grit.

So what’s grit?

Pair passion with perseverance: Author Angela Duckworth defines grit as the power of passion and perseverance (her book is titled just that: Grit: The Power of Passion and Perseverance) and notes, “passion begins with intrinsically enjoying what you do.” Perseverance, then, is the discipline to endure and stick with something when the going gets tough. And when the going gets tough, the tough get going.

So how do you keep going?

Reflect on past growth: Resilience doesn’t appear along the well-paved road. It comes with having navigated through difficulties, thinking outside the box and pushing yourself in ways you have not had to before. Think about the times where you grew and gained the most experience and mental toughness; I bet there was some sort of adversity involved.

To sum it up, Buckworth compares the workplace to exercising with a simple analogy that displays the difference between raw talent and effort:

“Staying on the treadmill is one thing, and I do think it’s related to staying true to our commitments even when we’re not comfortable. But getting back on the treadmill the next day, eager to try again, is in my view even more reflective of grit. Because when you don’t come back the next day—when you permanently turn your back on a commitment—your effort plummets to zero. As a consequence, your skills stop improving, and at the same time, you stop producing anything with whatever skills you have.”

When adversity does come – and it will – embrace the challenge. Instead of allowing adversity to sink your ship, allow it to be your sails. Yes, being talented and enthusiastic is important, but it’s those with grit who rise in leadership.

At RPM, we’re proud to have some of the industry’s top leaders, and we’re excited to share their Leader POV with you on their areas of expertise and on hot topics in business to help you learn, grow and gain a fresh perspective. Read more on our blog.