Category: News

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. 
 

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.

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.)  

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.

AI: The Future of Business | Mic’d Up with RPM

In today’s rapidly evolving multifamily industry, technology, and artificial intelligence (AI) are no longer futuristic concepts—they’re here, shaping how properties are managed and transforming customer experiences. In the latest episode of Mic’d Up with RPM, host Tony Sousa dives deep into how AI and tech are changing the game for multifamily today and the path forward.


The episode features Patrick Antrim, Chairman of the Multifamily Innovation Council and CEO of Nectar Flow, and Scott Pechersky, Chief Technology Officer at RPM Living. Together, they bring a wealth of expertise to discuss the current tech landscape in multifamily, shifts sparked by the pandemic and where AI might take us in the years to come.


The Current State of Multifamily Technology
Scott begins by dispelling the misconception that multifamily has lagged in technology adoption. While historically the industry may have been cautious, he emphasizes the surge of innovations from startups and tech vendors in recent years. This influx has brought advanced property management tools and AI applications that are helping multifamily operators streamline processes and provide better services to residents. However, Scott notes a challenge: owners sometimes hesitate to invest the resources needed in technology, especially when focused on quick asset turnover, as the value of these long-term tech investments may not align with short-term financial goals.


Patrick offers a broader perspective, viewing multifamily as a “wealth creation machine” that has traditionally been slow to disrupt a profitable formula. He points out that while rents and revenues have risen, the market conditions are shifting. With rising debt, operational costs, and other economic pressures, there is now a pressing need for adaptation.


Understanding AI in Multifamily
AI has become a buzzword across all industries, and in multifamily, it’s no different. Scott explains that while AI often means automation, it goes beyond that—it’s about creating systems that can think, analyze, and assist property managers with tasks previously managed by humans. This can include predictive AI, which uses data to forecast outcomes, and generative AI, which can create new data and insights from existing information. As Patrick points out, AI’s transformative potential in multifamily is vast, comparable to the advent of electricity in the industrial age.


Generative vs. Predictive AI: What’s the Difference?
To break it down, predictive AI in multifamily uses data to make projections, such as forecasting occupancy rates or predicting maintenance needs. Generative AI, on the other hand, actively creates new data. It can help in marketing, generating unique content, or even creating 3D
models of properties for virtual tours. Both types are essential for moving the industry forward, as they allow multifamily operators to manage assets more efficiently and enhance the resident experience.


The Role of Senior Leadership
The transition to AI and tech-driven property management isn’t just about software—it requires a cultural shift. Leaders must be at the table, advocating for data-driven decisions and technology as essential tools for success. Scott emphasizes that understanding AI’s capabilities and limitations is critical, and having senior leadership onboard ensures that the necessary investments in data infrastructure and processes are made.


Patrick echoes this sentiment, highlighting the need for a unified approach where real estate fundamentals meet technological leverage. For him, AI is an “accelerator of human potential” rather than a replacement, emphasizing that organizations can accomplish more when leaders understand both the financial and operational impacts of AI.


Vetting Tech Vendors
With many PropTech suppliers claiming to offer “AI-driven” solutions, Scott advises a close review. Not every company that advertises AI truly offers the level of sophistication that multifamily operators need. Proper vetting, including looking into a vendor’s technology stack and long-term stability, can prevent costly mistakes.


Patrick points out that while senior leaders don’t need to be tech experts, they should strive to understand the language of technology. A balanced approach to vendor selection can ensure that investments align with a company’s long-term goals rather than chasing the latest trends.


Embracing AI in the Multifamily Ecosystem
As AI reshapes the industry, leaders like Scott and Patrick suggest starting small. Whether it’s automating job descriptions or integrating chatbots, these incremental steps can build a foundation for more advanced AI applications. By fostering a culture that is open to experimentation and learning, multifamily companies can set themselves up for long-term success.


Patrick sums it up well: “AI is something you do.” For him, it’s about hands-on engagement—exploring, experimenting, and learning as you go. This approach builds confidence and opens up new ways to add value to the business, ultimately benefiting both residents and investors.


The multifamily sector may be at the beginning of its tech journey, but it’s a journey filled with exciting possibilities. As Patrick and Scott’s insights reveal, the key to navigating this tech transformation lies in education, experimentation, and collaboration. Multifamily leaders don’t
need to be tech experts, but understanding the basics of AI and embracing the process of change will enable them to make informed decisions that drive long-term value.


Whether you’re a property manager, investor, or simply curious about the future of multifamily, this episode of Mic’d Up with RPM is a must-listen for anyone looking to understand the evolving role of technology in the industry. As Tony Sousa said in his closing, “Don’t be afraid—you’re not behind. If you’re listening to this, you’re probably already ahead.”

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.

SVP of Operations, Matt Rogers, joins Zuma's Humans of Multifamily Podcast

Matt Rogers, SVP of Operations, recently joined @Zuma’s Humans of Multifamily podcast to share his personal journey and industry expertise. In this episode, Matt discusses leadership strategies for multifamily, reflects on navigating loss and adversity, and emphasizes the importance of empathy in leadership—an idea inspired by Frances X. Frei’s research at Harvard. Dive into the stories and insights that shaped Matt’s path and his approach to leadership.

Watch the full episode here: Matt Rogers: While You're Golfing, I'm Working. From Volleyball Coach to Real Estate Leader.

RPM's "Tricks for Treats"

RPM's "Tricks for Treats" initiative brings together fun and productivity in the best way! Across the company, associates share their top strategies for boosting operational performance—from clever time-savers to creative problem-solving ideas. It’s a win-win: associates get to showcase their expertise, and the whole team gains from these valuable insights. Get ready to be inspired and entertained as RPM associates share their favorite tips and tricks!

RPM Chief Economist on Apartment Tour Activity Spike

RPM Living’s Chief Economist Brad Dillman recently spoke with Patrick Sisson for an article in Bisnow where he highlights a spike in apartment tour activity amidst last week’s interest rate cut.

Click here to read the full article, Bisnow

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Prepare, Prevent, Protect: How RPM’s Houston Team Responded to a Hurricane

Our on-site and corporate facilities teams play a critical role when it comes to severe weather – before, during and after a storm. Every summer, the focus is on hurricane preparedness in many markets (the Atlantic hurricane season is June through November). Last month, a shift in the path of Hurricane Beryl changed the hurricane’s course to a direct hit on the Houston metro area - and our teams were on top of it.

“Preparation is extremely important when getting ready for a natural disaster,” says VP of Facilities Cerwin Thompson. “We start with a pre-hurricane call in May to go over hurricane preparedness – ensuring our protocols are fresh in everyone’s minds. Messaging is shared with our residents to create awareness around hurricane preparedness and what they can do to help our communities be ready. Once we know of an impending hurricane, the prep gets even more active as our teams start boarding up and securing the community, putting items away that could be a hazard and procuring necessary supplies to have on hand for the aftermath. Through it all, constant communication between our teams and residents is critical.”

Maricella Nolasco, Community Manager at Heights 2121, echoed the importance of communication and storm prep. “Once we learned of the hurricane’s trajectory, we immediately sent messages out to our residents to inform them of the shifting path of the storm and asked them to prepare for storm damage on the property. Our maintenance teams pulled in everything that could fly away, including pool furniture and lounge chairs. Our entire team was ready.”

Heights 2121 has dealt with its share of storm damage in recent months. During a thunderstorm in May, a small tornado destroyed 300 of 400 carports at the property.

For both the May tornado and Hurricane Beryl, Maricella attributes the fast action and hard work of her facilities team to help get the property cleaned up and functioning after the storms. Just one week after Hurricane Beryl, the office team was working with residents who had damage to their vehicles due to crushed carports, falling tree limbs and falling brick siding.

Just a few minutes’ drive from Heights 2121, Timbergrove Station had a similar experience with Hurricane Beryl. “We knew the storm changed direction and was coming right at us,” said Community Manager Julia King. “We sent our residents multiple messages throughout the day, keeping them up-to-date on developments.”

“It is crucial to keep in constant communication,” re-emphasized Thompson. “Everyone is looking for information and we, as a company, must provide it in real time through email, text, phone calls and even old-school flyers. This all starts after hurricane warnings are issued and lasts until we are back to normal post-hurricane.”

Timbergrove Station experienced minor siding damage, a few fallen trees and fence, and roof leaks on the top floor of the four-story midrise during the storm. “We’re thankful to our Service Manager, Enrique, and his team for their quick action to mitigate any further damage to the apartments and property,” King said.

Further southwest, The Park at Tivoli was also dealing with roof leaks, a downed fence and tree damage following the hurricane. Ty White, the property’s Community Manager who also lives on-site, said he stayed in his apartment when the hurricane came right over the top of the property. “The winds howled so loud. I also heard the local city alarms sounding. It was intense,” White recalled. Fortunately, the community of 250 townhomes had no major damage to the buildings, units or vehicles.

Overall, the RPM Houston team did exactly what they were supposed to – preparing early, preventing what damage they could once the storm path shifted and, ultimately, protecting the properties and residents (and themselves). Thompson said it best: “Severe storms are unpredictable, but our response is consistent and quick. Couple that with steady communication and resilient associates, and you have the recipe for successfully managing through a crisis.”

RPM Chief Economist on Interest Rates, Housing Market Dynamics and More.

Our Chief Economist Brad Dillman appeared Thursday on The Schwab Network where he and host Nicole Petallides talked about interest rates, the latest housing market dynamics and the rent-versus-buy equation.

Click here to watch the full interview, Schwab Network

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RPM Named #2 On The Top Multifamily Property Management Companies 2024 List

RPM largest year of growth earns RPM Living the number 2 spot on the Top Multifamily Property Management Company list (MHN). Find out which companies made MHN’s annual ranking of industry leaders here.

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