Category: Blog

Five Tips on Leader Growth from an Industry Veteran by Summer Murray, VP of Transitions & Due Diligence

It seems like only yesterday I was a young, wide-eyed, twenty-three-year-old in my first leadership role, with limited business and property management knowledge. I made my fair share of mistakes, celebrated many wins, and learned a great deal along the way! Although much has changed in our industry in the twenty plus years since, there are many nuggets of wisdom that still hold true.

For those early in their leadership journeys eager to accelerate their growth and learning, here are some tips that can help you avoid common pitfalls along the way.

1. Focus on leadership development. Seek out opportunities to enhance your emotional intelligence (EQ). Take every chance you get to learn how to navigate conflict, understand the different personality types you will encounter professionally and enhance your problem-solving skills. Learn how to effectively communicate and collaborate. The skills you develop along the way will help you in ways you never imagined.

2. Leave things better than you found them. Focus on how you can solve the problem that has been plaguing your business. Think about how you can help a team member or resident. When you focus on solutions, doors will open for you.

3. Lean on your team. You do not have to have all the answers. In fact, admitting that you don’t have all the answers shows a lot of courage and professional maturity. When you ask for help, you’re inviting collaboration. And good collaboration is a key element of effective leadership and a healthy culture.

4. Find a mentor. Learn from experienced leaders. A good mentor will help to accelerate your growth. Stay curious (RPM Core Value No. 2). There are always new lessons to be learned, no matter how seasoned you are in your career. Learn how to ask great questions and be prepared to listen.

5. Think of failure as a learning opportunity. Here’s a great example: In 2001 I was in my first Community Manager role. The property was struggling, with a daily war being waged between leasing and maintenance, a huge PR problem (the property was just featured on CNN for a very unsavory situation), and a leadership revolving door. In my first month, I thought it appropriate to call a meeting, play Mary J. Blige’s “No More Drama”, and talk at the team for the next hour, rattling off all the problems that the community was facing. The accountant and more seasoned team members in the room did not see the charm, or even the point, in the meeting.

This was a major failure and an excellent learning opportunity for me early on. Instead of talking at the team, I should have used this meeting to talk with the team; learn more about the challenges the property was facing (and why) and how we could better collaborate to achieve our shared goal. It was mortifying at the time, but I can look back on it and laugh now. I could have chosen to admit defeat and decide that leadership was not for me, but instead I used the experience to fuel my growth. It is invaluable to understand there is an opportunity in every failure.

Leadership is a lifelong learning experience, and it is not easy (but easily one of the most fulfilling things you can take on). Best of luck to you in your career journey and your leadership travels!

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.

Innovation: Beyond the Buzzword by Nick Ramsey, VP of Innovation

In the multifamily industry, innovation is not just a buzzword—it's a transformative approach that can make a profound impact on our day-to-day operations and the overall experience we deliver. Here’s how:

1. Simplifying On-Site Operations
Our on-site teams are the backbone of our communities, and their work is often demanding and complex. By integrating innovative solutions, we can make their lives easier and more efficient. Automation tools, such as virtual leasing assistants and delinquency management, help reduce the workload by handling routine tasks, allowing our teams to focus on higher-impact activities. Furthermore, centralized platforms allow our teams to coordinate and track tasks more effectively, ensuring that no detail is overlooked, and operations continue to run smoothly.

2. Enhancing the Client Experience
Innovation allows us to exceed client expectations by delivering services that are not only efficient but also personalized and responsive. Whether it’s real-time communication platforms, streamlined leasing processes, or enhanced data analytics, we’re able to provide our clients with the tools their property needs to succeed. This leads to stronger relationships and better outcomes for all parties involved, as our clients can rely on us to consistently deliver high-quality service.

3. Prioritizing Resident Needs
Our residents are at the heart of everything we do. Innovation ensures that their needs are met in the most effective and thoughtful ways possible. By embracing smart home technologies, mobile apps for community management, and personalized service options, we can create a living experience that’s not only convenient but also enriching. Residents today expect a high level of service, and by staying ahead of technological trends, we can meet and even exceed those expectations, fostering stronger communities and higher satisfaction rates.

4. Taking a Centralized Approach to Technology
With the abundance of tools and technologies available, it’s essential to have a strategic, centralized approach to ensure that we’re providing the best solutions to our teams and clients. Our careful evaluation and selection of technologies that align with our core values and operational goals ensures our teams have access to the most effective tools, enabling them to deliver exceptional service and results consistently. By centralizing our technology strategy, we can streamline operations, reduce inefficiencies, and ensure a cohesive experience across our communities.

5. Embracing a Culture of Continuous Improvement
Innovation is a journey, not a destination – it’s cultivating a culture where continuous improvement is ingrained in everything we do. This mindset encourages our teams to consistently seek out new ways to enhance our operations, improve the client experience and better serve our residents. By empowering our teams to think creatively and challenge the status quo, we ensure that we’re always moving forward, adapting to change, and staying ahead of industry trends.

Leadership Life Lessons by Cari Luetge, VP of Operations

I once was told by a highly regarded executive that I wear my heart on my sleeve – and it wasn’t a compliment. Back then, it nearly brought me to tears. Fast-forward to present day – if someone were to tell me that same thing, I would say, “Thank you so much! I’ve worked so hard to be full of passion in everything I do.” And it’s that same passion that I infuse into how I show up as a leader – here are a few key learnings I’ve picked up along the way.

Lesson No. 1: You must believe in yourself first before others will believe in you as their leader.

The old saying is “fake it ’til you make it” but what happens if you think you’re faking it, but you just haven’t given yourself permission to really make it? That’s what we call “imposter syndrome” and it comes with a fair amount of anxiety and self-doubt, often meaning you do not raise your hand to rise. In short, it keeps you right where you are. Believing in and humanizing yourself and how you lead helps others trust in you, relate to you, believe with you – and then, they will want to follow your lead.

Lesson No. 2: It's not about you.

Not everyone can be led the same way. Sensitive versus blunt. Talk versus email. So, guess what? To lead someone, you should start by asking them how they like to be led. Then, as you build the relationship, being genuinely open to hearing about other ways to get you to the same goal sets a tone that you don’t think your way is the right (or only) way. Similarly, simply explaining the “why” behind an ask can make all the difference in how the ask is perceived.

Lesson No. 3: Give and receive.

Encouragement is to give others the courage to do something different. So, praise publicly and often – and when giving critical feedback, remember that your tone matters as much as what you say. Beyond the feedback you give your team, think about the feedback they can give you – a few simple questions are a great way to check in with your direct reports (hint: those quarterly conversations are a great time to discuss this):

- What am I doing well that works for you?
- What could I be doing better for you?
- Where do you want to grow and how can I support you in getting there?

One final thing to consider: Leadership is a partnership; not a dictatorship or a fan club. (Although, it could lend itself to the latter if you lead people correctly. Kidding. Kind of.)

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.