Author: katrina.harrison@rpmliving.com

Client-Centered Strategies For Success | Mic'd Up with RPM - The "Client Services" Podcast

The Back-to-Basics Approach to Selling and Operating

RPM Living has grown remarkably in the multifamily industry, recently rising to the third-largest apartment manager on NMHC's Top 50 List. Much of this success stems from a client-centric and back-to-basics approach in selling and operating, according to Max Reinbach III, President of Client Services, and Quinn Powell, EVP of Client Services. In the latest podcast episode of Mic'd Up with RPM, learn how this methodology contributes to the team's success and RPM's overall growth.

Listen or watch Mic’d Up with RPM now on YouTube and Spotify.

In response to moderator Tony Sousa’s opening questions, Reinbach called attention to the fact that RPM Regional Managers, who are the frontline contacts with clients, oversee only a maximum of five properties each, which is significantly fewer than the industry average. This formula allows RPM to provide exceptional and consistent service to clients and time to maintain strong relationships with them.

“Business development may get the deal, Operations keeps it through performance, whether that is market-driven, people-driven, whatever it is,” Reinbach offered.

Another important aspect of the back-to-basics approach is building strong, long-term partnerships with property owners and investors. Transparent communication ensures that clients are informed and involved in the decision-making processes about their properties.

“If you're not continuing to keep people informed or doing what you're saying you're going to do, [you will] lose credit,” Reinbach said. “...Whatever we set out to do, we might do it right or wrong. But if we're communicating along the way, I think that makes a better partnership.”

Another tactic mentioned by the Client Services leaders includes visiting clients at their location, which creates an opportunity to get to know each other in person while talking about topics other than strictly business.

Powell supported this as she added, “They know they can always call me…to solve the issue and make sure their [preferences are] heard.” Clients have trust in the company, and they know they can count on RPM.

One topic of conversation among the leaders was how they continue to stay motivated and deliver stellar results. "My why [is that] I get to lead this team,” Powell stated. “They inspire me and teach me just as much, if not more." Drawing inspiration from the team also motivates them to engage further.

RPM reinvests its profits back into the company each year, improving systems and programs that benefit clients and associates. This strategy gives an advantage to the property owner and promotes career growth internally, while also bringing a seamless living experience to residents.

RPM continues to set the standard in property management through its innovative practices, strong client partnerships and commitment to associate well-being. Property owners, developers and investors seeking to maximize their returns and maximizing their property value can look to RPM as a trusted partner. With a proven track record of success and a forward-thinking mindset, RPM Living stands out as the clear choice.

About RPM Living: RPM Living is a leading multifamily management company renowned for its innovative approach to real estate services. With a steadfast commitment to client satisfaction and a focus on personalized solutions, RPM Living has emerged as a trailblazer in the industry. Headquartered in Austin, Texas, the firm's national portfolio spans over 50 markets, managing more than 200,000 units and boasting an owned portfolio of $3 billion. Founded in 2002 by Jason Berkowitz, RPM Living continues to uphold its core values of integrity, excellence, and exceptional service.

For more information about RPM Living and its national portfolio, visit RPMLiving.com. Stay updated with the latest news and insights by visiting RPMLiving.com/blog. Listen or watch the third episode of Mic’d Up with RPM now on YouTube and Spotify.

How to Connect Maintenance and Office Team Efforts to Drive NOI/Results | Mic’d Up with RPM - “Faces of Facilities” Episode

Listen or watch the Mic’d Up with RPM podcast now on YouTube and Spotify.

In the third episode of Mic’d Up with RPM, Vice President of Facilities Cerwin Thompson and Regional Vice President of Facilities Darryl Manco discuss challenges inherent in the maintenance field and essential actions that lead to increased net operating income (NOI) and resident satisfaction.

Facilitating internal cohesion between on-site leasing and maintenance teams is a central focus of Manco and Thompson throughout the podcast. This requires strategies to encourage each team to opt in, such as meeting shared goals or participating in cross-training, and even simply mixing the teams during engagement events and social activities in a more intentional way to build connection.

Thompson shared that when the dynamic is off between service and office teams, it negatively impacts how the asset operates. Properties where the teams are collaborating effectively tend to see better resident retention and customer service, higher occupancy and higher NOI.

The leaders also identified interpersonal respect as a simple but critical element to achieve this collaborative relationship among on-site teams – a team that trusts each person will do their job and do it well.

Recruiting and retention is another key theme in this podcast episode. With today's competitive market for skilled service personnel, Thompson and Manco partner closely with the RPM Talent Acquisition team to find maintenance talent. Manco shares their approach of prioritizing service candidates’ potential over experience, recognizing that within their department, skills will be developed. (Find the role for you at RPM at rpmliving.com/careers/.) The leaders stressed the value of learning from errors and how to view challenges as opportunities for progress, a philosophy regularly modeled to their teams.

“[Take] the pride out of it. We're all going to make mistakes, and mistakes are what help us grow…just dust yourself off and pick yourself back up and keep moving forward,” Thompson says, candidly sharing a time his mistake led to the burnout of several transformers.

Manco and Thompson also suggest that a balance of centralization and decentralization currently yields the most efficient workflow for maintenance and that, even with technological advancements like artificial intelligence, human involvement remains indispensable in the service field. All of this requires associates to hone their adaptability skills while staying abreast of new technologies to streamline processes.

RPM's distinctive programs and people-centric culture significantly contribute to retaining top talent. In addition to the dedicated Town Hall meetings that include interaction between on-site associates and corporate leadership, associates appreciate weekly pay for on-site teams, annual surveys, diverse employee engagement initiatives, active recognition through events like Service Appreciation Week, and various other benefits that solidify RPM as a preferred workplace for maintenance teams.

About Mic’d Up with RPM, an RPM Living Podcast

From insights to inside jokes. Hot topics. Hard topics. Stories of people and the things that matter (inside the multifamily industry and out). Mic'd Up With RPM, an RPM Living podcast, is unpacking today’s hottest multifamily, customer experience and business topics with RPM thought leaders and subject-matter experts from a variety of industries and backgrounds.

Hosted by VP of Marketing Relations Tony Sousa, Mic’d Up With RPM is available on Spotify & YouTube.

“It doesn't matter if you're the groundskeeper or the CEO of our company, at the end of the day, everyone [must] feel valued. And when we do that, we create this culture where people love going to work, right?”, Manco proposed.

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About RPM Living

RPM Living is a full-service multifamily management company offering an innovative and personalized approach to real estate services including management, investment and development. Headquartered in Austin, Texas, RPM is ranked #3 on the NMHC Top 50 Largest Apartment Manager list, managing more than 180 clients, 12 regional offices and 226,000 units, with an owned portfolio of $3 billion. Founded by Jason Berkowitz in 2002, the firm has grown to 4,500 associates nationwide spread across over 50 markets, all of whom share the collective vision to enhance clients’ investments through customized solutions and exceptional resident-centric service. To learn more about RPM, visit RPMLiving.com.

For the latest news, visit RPMLiving.com/blog. Listen or watch Mic’d Up with RPM now on YouTube and Spotify.

Mic’d Up with RPM - The "People Episode"

Listen or watch the second episode of Mic’d Up with RPM now on YouTube and Spotify.

This episode of Mic’d Up with RPM is a must-listen/watch for early-stage managers and those who are eager to advance in their careers. RPM’s top two “people leaders”, Christine Jones, Senior Vice President of Human Resources, and Jenn Trujillo, Vice President of Engagement, walk us through how to do it and what is needed at every level of leadership.

We are led to the start of Jones and Trujillo’s unique career stories when host Tony Sousa, VP of Marketing Relations, asks how they found their “sweet spot” in their current roles. While she initially enjoyed a fulfilling career at Red Bull, Jones soon discovered that the most gratifying aspect of her job was helping her team grow and succeed. Trujillo echoed similar sentiments, noticing that others' confidence in her helped build her self-assurance as a leader.

Trujillo openly acknowledged the impact of her relationship with insecurity and imposter syndrome. However, she ultimately realized her self-trust in her knowledge, abilities, and identity, attributing it to her passion for connecting with people.

A prevalent thread in both of their leadership approaches revolves around Being A Good Human by practicing inclusivity and empathetic listening – between associates and teams at all levels. Jones emphasized, "I have never experienced a situation where a brainstorming session wasn't more fruitful than when I attempted to tackle it alone.”

"There's no clear-cut career path, but this is why talent management is so important to me,” said Trujillo. “It is unequivocally our responsibility to create space for folks to grow and thrive. That is our leadership responsibility."

Acknowledging the universal aspiration for career progress, these HR leaders advised against hasty title pursuits. "You don't change as a person when you get the title," assured Jones. Reflecting on a crucial 13-year tenure in one role, she recalled, “All my growth happened there because I was comfortable in the space and knowledgeable. I was able to push myself without just seeking more responsibility.”

Self-advocacy was determined in their conversation to be a critical ingredient in shaping one’s career trajectory. They both embraced the concept of "leaning in," a term popularized by Sheryl Sandberg's book of the same name. Essentially, this involves speaking up for oneself, proactively engaging in professional development, and taking on challenges beyond one's current role.

Concerning work-life balance, Jones and Trujillo found that what might serve as a meaningful means of decompression for one person may not hold the same significance for another. RPM associates can find support and community for these individual differences and lived experiences through its Diversity, Equity, Inclusion, and Belonging (DEIB) Committee.

Sousa posed the question, “What is the culture of RPM? Everyone seems to talk about it, but what is it like?” The leaders began describing the essence of the RPM culture, likening it to a quilt with diverse sizes, forms, and pieces. They referred to the unique character of each department, shaped organically by RPM's recent growth to meet its specific purpose and serve its people.

They expressed their excitement about being part of RPM during this dynamic period, viewing it as an opportunity for individuals to take control of their careers and shape them according to their aspirations.

Trujillo emphasized that such opportunities are not prevalent in many organizations, highlighting the exceptional willingness of RPM's leadership team to empower individuals to contribute to making it the best possible workplace. According to her, this commitment is unparalleled and sets RPM apart from other organizations.

Share this story on LinkedIn and tag @RPMLiving.

About Mic’d Up with RPM, an RPM Living Podcast

Hosted by VP of Marketing Relations Tony Sousa, Mic’d Up With RPM is available on Spotify & YouTube.

About RPM Living

RPM Living is a full-service multifamily management company offering an innovative and personalized approach to real estate services including management, investment and development. Headquartered in Austin, Texas, RPM is ranked #6 on the NMHC Top 50 Largest Apartment Manager list, managing more than 150 clients, 10 regional offices and 200,000 units, with an owned portfolio of $3 billion. Founded by Jason Berkowitz in 2002, the firm has grown to over 4,500 associates nationwide spread across over 50 markets, all of whom share the collective vision to enhance clients’ investments through customized solutions and exceptional resident-centric service. To learn more about RPM and its national portfolio, visit RPMLiving.com.

For the latest news, visit RPMLiving.com/blog.

Debut Episode of Mic’d Up with RPM

Listen or watch the first episode of Mic’d Up with RPM now on YouTube and Spotify.

Unlock insights from RPM Living's top operational leaders in the debut episode of Mic’d Up with RPM, hosted by Tony Sousa, VP of Marketing Relations. Cynthia Miller, President of Operations, and Division Presidents of Operations, Stephanie Johnston and Trisha Satterlund, candidly discuss their career paths and the greatest impacts on their success, work-life balance strategies, and industry forecasts for 2024.

The podcast opens with the leaders’ reflections on their journeys in the industry from leasing agents to executive management. They attribute their ascent to their current roles to a blend of competitive spirit and intelligent curiosity which propels them in empowering their teams and driving success.

Early in their careers, the leaders faced a common hurdle: a lack of visibility into growth opportunities and the various company’s operations.

“Looking back, I wish that I had had more visibility into what a growth path looked like,” Johnston stated. “I had no idea who half the leaders were at my company [nor did I have a grasp of the perspective beyond my on-site role.]”

Thanks to this shared early experience, the leaders are particularly passionate about giving their teams access to resources and people to help them understand growth opportunities and paths.

Miller strongly affirms, "My success is intricately linked to the success of my teams." “What was the magnetic pull to RPM for you?”, asked Sousa. “Jason, honestly, was what attracted me,” Miller replied. “[He] is very available for our on-site teams. He's extremely genuine. He directly answers live questions from all associates every quarter in our Town Hall meetings. I think that when it starts at the top, it 100% bleeds all the way down.”

Satterlund added, “The culture, the people, the entrepreneurial spirit that Jason promotes. He allows us to really own a piece of the business. That [autonomy] was attractive to me. To be able to come in and be part of the fabric of the company to make decisions that better our lives, our associates’ lives, our partners’ lives...”

Aligning with CEO Jason Berkowitz’s intentional avoidance of labeling RPM as a "family," the leaders echo the importance of maintaining clear boundaries between work and personal life. With a camaraderie akin to athletes like Super Bowl champion Travis Kelce, RPM teams form tight bonds and revel in shared wins; yet, at the end of the day, both groups return home to what is most important, their families. Contrary to the notion that women "can't have it all," these leaders firmly assert that they can and do achieve a rewarding balance working at RPM.

As the podcast nears a close, Miller, Johnston, and Satterlund offer insights into the industry's outlook, emphasizing the importance of navigating the challenges of the current financial climate with agility and adaptability. With a razor-sharp focus on associate engagement, resident satisfaction, and client-centricity, RPM charts a strategic course of continued growth.

Share this story on LinkedIn and tag @RPMLiving.

About Mic’d Up with RPM, an RPM Living Podcast

Hosted by VP of Marketing Relations Tony Sousa, Mic’d Up With RPM is available on Spotify, YouTube, Apple Podcasts and Google Podcasts.

Listen/Watch:

Season 1 Trailer

Episode 1 on YouTube and Spotify