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.  

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.