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.

“The single biggest problem in communication is the illusion that it has taken place.”  
-George Bernard Shaw 

We’ve all been there – knowing you had the conversation, set the expectation, made the appointment, or shared the notes, but the person (or calendar) staring blankly back at you says differently. Small gaps in communication may only pose a minor inconvenience, but larger gaps can lead to organizational challenges with major implications. 

Gaps in communication often start with assumptions – assuming your team knows it’s urgent, assuming your colleague is working on it, assuming your manager saw your note. When we make assumptions, we form expectations that likely won’t be met which can harm morale and ultimately business. 

Avoid assumptions and misunderstandings by creating a culture of clear and consistent communication – here's four tips to help you get started:   

1. Communicate Frequently: One of the golden rules of our industry is to overcommunicate as it ensures clear expectations for everyone involved. You can never go wrong with this one. 

2. Communicate in Bursts: Rather than constant communication, aim for bursts of purposeful communication followed by time away to work independently. This way each time you come back together, it’s with true updates and progress to share and expand upon. 

3. Communicate to Collaborate: When we make a point to share what we’re working on with our teams, we can better identify areas of crossover and potential for collaboration. Collaborative teams lead to better, more effective work (and time saved!). 

4. Communicate to Align: When everyone understands the “why,” it brings purpose to every task. By clearly keeping teams focused on shared goals, we can align to something greater than our individual roles and work together with the same purpose in mind. This boosts teamwork and efficiency – all keys to successful teams. 

Try out these tips and see if they lead to stronger work within your team. Remember, good communication creates a great workplace!   

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.

At RPM, we celebrate the unique experiences, strength, and beauty of our associates. In celebration of Black History Month, four associates share personal stories about embracing their hair and how it serves as a reflection of identity, culture, and confidence. These stories remind us that hair is more than strands - it’s a form of self-expression, culture, and pride - and that authenticity isn’t expressed only in how we look, but in how we show up as our true selves every day.

Teshia Coleman, Regional Corporate Office Manager (Austin, TX)

Who or what inspires you to embrace your hair the way you wear it?: As a Black American associate, my inspiration to embrace my natural hair or "ethnic hairstyles" comes from a deep sense of pride in my culture and history. Growing up, I was surrounded by strong, confident Black individuals who wore their hair with pride—whether it was in afros, locs, braids or curls. Their self-expression and unapologetic authenticity made me realize my hair is more than just a style; it's a part of my identity and a reflection of the beauty and strength of my heritage.
 
What message would you like to share with others about embracing their hair in a professional setting? I wore braids during both my interviews with RPM. Jenn Trujillo and Matt Hansen didn’t make me feel as if I looked “unprofessional.” I actually felt a sense of acceptance and appreciation for showing up as a confident woman of color. I would want to share with others that embracing your natural hair or ethnic hairstyle isn't just about style, it's about being true to yourself. 

Robyn Andrew, Senior Regional HR Manager (Atlanta, GA)

Who or what inspires you to embrace your hair the way you wear it? I desired freedom from the limitations and expectations of other's beauty standards, choosing instead to define and embrace my own.
 
What message would you like to share with others about embracing their hair in a professional setting? Don't succumb to the pressure to conform to outdated standards; embrace every aspect of your cultural uniqueness. Love your hair, celebrate its beauty, and wear it boldly as the crown it truly is.

Kalon Sharpe, Office Manager (Phoenix, AZ)

Who or what inspires you to embrace your hair the way you wear it? Being my authentic self is what inspires me to embrace my hair. I love who I am, and I love being able to show a part of who I am with my hair.  
 
How do you feel when you wear your hair in a style that feels authentic to you? I feel my best when I wear hairstyles that are true to me. It gives me confidence and makes me feel beautiful.

Chassity Rowe, Community Manager (Austin, TX)

Who or what inspires you to embrace your hair the way you wear it? Moving to a welcoming city like Austin and being a part of RPM. Here, I have never felt any form of isolation due to my chosen hairstyle, nor have I felt any form of discrimination as I have in the past.
 
What message would you like to share with others about embracing their hair in a professional setting? Find a community where you feel seen. My direct community makes me feel amazing. My manager Kelsea once shared she liked my locs in curls (it made my day - it's my favorite style!). If you're ever in a circle or corporation were someone can ignore your beautiful qualities and attributes, you are not in your anointed place. Find your circle. Find your peace. If nothing else, remember: “Indeed the very hairs of your head are all numbered. Do not be afraid; you are far more valuable than many sparrows” (Luke 12:7).

At RPM, we honor what makes each of us unique and know it's our differences that allow us to break the mold and do extraordinary things. Find your place at RPM by searching our latest career openings. 

Accountability isn’t just a corporate buzzword - it’s the backbone of getting things done personally and professionally. It’s about owning your actions, taking responsibility, and understanding the impact of what you do. But here’s the catch: accountability only works if you follow through. Otherwise, it’s just another empty word.  

Many people think accountability means pointing fingers or taking the blame when things go wrong. It’s actually much more empowering. It’s about admitting mistakes, facing uncomfortable truths, and being willing to say, “Yeah, that’s on me,” even when it stings. It’s the same lesson we learned as kids, with higher stakes. 

Accountability can take shape in various ways and is critical in leadership roles. Here are some examples: 

Personal Accountability  
On a personal level, accountability is being self-aware and honest with yourself. It’s about showing up, owning your choices, and realizing what you do affects those around you. No one is perfect and being accountable doesn’t mean you’ll never make mistakes. It means you’re willing to learn from them. This kind of honesty with yourself sets the tone for everything else. 

Professional Accountability  
At work, accountability isn’t just about doing your job; it’s about knowing why your role matters to others. When you understand how your work fits into the bigger picture, you see the importance of meeting deadlines, maintaining quality, and owning the outcome - good or bad. It’s easier to step up when you understand how your efforts contribute to the team or company’s success. Knowing why you're doing something adds purpose to even the most mundane tasks.  

Leadership and Accountability  
For leaders, accountability starts at the top. Want a team that takes ownership? Show them how it’s done - admit your own shortfalls, be transparent, and communicate clearly. Accountability isn’t just about defining tasks and giving direction - it includes open dialogue about the decision-making process and priorities. Leaders need to engage in tough conversations and lean into complex situations, tackling them head-on, with empathy and honesty. Candor is key, and no one grows from sugar-coating. Open, honest conversations build trust and push everyone, leaders included, to improve. It’s not about being harsh; it’s about being genuine and authentic. 

So, you’re a leader who wants to focus on accountability in 2025? Being accountable doesn’t require a big, audacious shift in the way you operate, and it doesn’t start and end with setting expectations. Leaders need to stay engaged, check in regularly and offer support where it’s needed. Holding people accountable doesn’t mean breathing down their necks, it means being there to help when needed and ensuring everyone is pulling their weight. It’s following up, being consistent and open to continuous improvement. 

The Power of Accountability   
At the end of the day, accountability is about taking responsibility, not just for your work but also for the outcomes. Holding someone accountable isn’t about blame - it’s helping them grow, providing support, and setting clear expectations. It’s not always comfortable, but it’s where the magic happens.  
The whole organization thrives when everyone, from the CEO to the intern, embraces accountability. It fosters effort, honesty, and continuous improvement. When done right, accountability drives real, positive change, creating a culture where responsibility is shared, and goals are met.   

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.

Is Work Life Balance Real?   

A common theme among high-performing individuals, in virtually any industry, is that we are all busy. In fact, you might say “busy” is the new “successful” – which makes you wonder, is work-life balance real? Can you be successful and rest in the same realm?  

60% of Americans don’t believe it’s possible according to a Pew Research study, where 6 in 10 people reported feeling too busy to enjoy life. For parents, that number climbed over 70%. 

While it may not always feel like it, I believe work-life balance is attainable and it should be a key focus for everyone. The why is obvious – overextending yourself with obligations and goals has real emotional consequences (think heightened anxiety, stress and depression).  

But people tend to lean towards the belief that an eight-hour day of work means eight full hours of productivity – and judge themselves accordingly. Are you guilty of looking at the rings on your Apple Watch and wondering, how have I been at my desk for four hours without getting up? Ever look up at the clock around 3:00 p.m., wondering why you haven’t had lunch yet?  Me, too.  

Turning work-life balance from a buzz phrase to an applied practice means setting boundaries and incorporating changes – and it starts at work. Go with the low-hanging fruit first: Include breaks in your workday.  

Stand up, move, stretch. Get some fresh air and sunshine. Stay hydrated. The work will always be there for you to come back to.  

In yoga, they say the hardest part of practice is making it to your mat. Well, the same can be said for taking breaks. Make it a practice to go out to lunch with your co-workers and do not talk about work! Put your cell phones away or implement a rule that the first person to look at their phone pays the bill for everyone. Simple practices to break up your workday (including leaving your desk!) help you feel less stressed about going home at the end of the day.   

Now for my favorite part, home life. Your self-care, your relationships, your personal goals, and dreams! You must really consider what you want to do and commit yourself to doing it – plus set boundaries accordingly – to achieve harmony. Whether you want to hike, create works of art, start a second business or volunteer, you must commit to doing those things after work and on the weekends. 

  
Plan ahead, book a trainer, make lunch dates, subscribe to a book club, or buy those tickets now for the concerts you want to attend. Set the tone for what matters most and schedule the time off in advance. PTO is part of your compensation packet for a reason – use it!  Set the example to your team by also setting boundaries while you are out – don't call, email or text. 

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.

The line between work and life isn't just blurred in today's world—it's practically invisible. The old idea of keeping them separate or “balanced”? It doesn’t really fit anymore. While some might manage to compartmentalize beautifully, most of us experience an overlap between work and life. And that overlap, or blend, is where we find opportunities to recharge, refuel, and refocus, whether in an office, working remotely, or on the clock in a more structured setting.  

With the different work environments and the constant buzz of being online, work and personal time boundaries have become more fluid – and not in a good way. This shift calls for a new approach to balancing our time and energy. And here's the thing—this balance is personal. What works for one person might be entirely different for someone else, and that's okay.  

Recharge: Make Flexibility Work for You  
One of the best things to come out of the pandemic was the flexibility of our workday. Corporate offices went from largely in-person workplaces to remote overnight. Work-from-home (WFH) may sound like a luxury, but it comes with some warnings. With the new “flexible” workplaces – we’ve seen an unprecedented uptick in burnout due to the very technology that has enabled the remote employee. Burnout is real, and creating flexibility, whether in the office or remotely, that works for you is the best way to keep it at bay.   

And flexibility isn’t a one-size-fits-all deal, especially for those with less control over their work hours. Still, it’s about finding small ways to recharge, no matter your schedule.   
Use your breaks wisely—take a short walk, practice deep breathing, or find a quiet spot to rest your mind for a few minutes. The key is figuring out what helps you recharge—without comparing yourself to others.  

Refuel: Prioritize What Feels Right  
Balance starts with prioritizing your well-being in a way that makes sense for you. If you’re working hourly shifts, this might mean getting enough rest on your days off, fueling your body with healthy meals, or carving out time for activities that bring you joy, even if just for a few minutes each day. And don’t forget to set boundaries—leave work stress at work when your shift ends. Saying no when needed is crucial to avoid burnout.    

Refocus: Connect with What Matters  
Focus on what really matters. Connecting your work with your values and passions makes it more meaningful. Even if your job isn’t your life’s passion, bringing your interests into your day can make work more fulfilling. Whether it’s connecting with coworkers who share your interests, setting personal goals, or taking pride in doing your job well, these small shifts can help.  

Achievable Tips for Work-Life Balance:  
Use Breaks Wisely: Step away from work mentally and physically during breaks. Even a few minutes of deep breathing or stretching can help you recharge.  

Set Boundaries: Leave work stress at work. Focus on activities that help you unwind after your shift ends.  
Prioritize Rest: Ensure you get enough sleep, especially on your days off. A well-rested body and mind are better equipped for work.  

Find Small Moments of Joy: Enjoy little things during your day, like a good meal, a quick chat with a coworker, or a favorite podcast on your commute.  

Recognizing that work and life are intertwined helps us better navigate today’s challenges. By embracing the flexibility that works for you, focusing on your well-being, and aligning your work with your passions, you can find that sweet spot where you recharge, refuel, and refocus. That’s where you’ll unlock your full potential for a fulfilling, meaningful life. 

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.