Episode 51

Like it or not, mystery shops are part of the property management industry. Mark and Jonathan are back to chat about Mark’s recent harrowing experience and, of course, share tips to help you avoid mystery shops of horrors.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Show Highlights

What is the worst thing you can say ever happened to you during a shop; whether you were the one doing it or the one being assessed? Well, part of Mark’s services as a trainer is to complete mystery shops. It’s been a while due to Covid, and he was absolutely floored by the response he received.

Key Questions/Topics Covered

Mark’s shops of horrors

We know that shops are not going to be perfect. That’s the whole point. But what do you do if you can’t even get past the front gate? Well, that is precisely how Mark’s first shop went. He pulled up to the gate and asked to be let in to look around, which resulted in him being asked, ”Look for what?” How would you have answered? Mark couldn’t believe it and, in his shock, spelled it out to the person on the other end of the speaker that he had driven a long distance to look at apartments, which he was promptly told that they had nothing available and then silence. He never got past the front gate.

At his second shop, he at least made it through the front door but was met again with a dismal response. It was the same thing as last time. We have nothing available, followed by silence. Mark tried to give them every chance to talk to him about their property, the amenities, anything! The overwhelming attitude of: “All the units are full. I don’t really need to do anything” left Mark speechless.

What should leasing professionals do even if they have nothing available?

The whole objective in the sales office is to impress and sell. You can still sell your property even if you currently do not have any units available. Share with people why you have no units available. It’s because your community is so great! “It has all these amenities. Let me show you a virtual tour of our beautiful units!” Just because you are full now doesn’t mean that it will stay that way. By doing this and making a connection, you now have a sales lead that you can follow up on if a unit becomes available.

Another good reason to always be engaged in your sales even when you don’t have anything available, is so you don’t become rusty or inconsistent in your approach. Look at every interaction as a chance to work on your personal development skills. Also, having a consistent sales approach will help you if the shopper is actually a fair housing tester. You can quickly find yourself in the middle of a fair housing complaint just by doing or saying one thing to one prospect and not another, so work hard every day and keep your skills sharp.

Overcoming the negative perspective about shops

It’s easy to get a little twisted up when we see the results of a shop. Perhaps you are the owner, and you are not happy with your employee’s performance, or maybe you are the employee and having a tough time with constructive criticism.

Either way, you can take a shop’s results and view it as a basis for training and improvement. If you are a staff member, consider this an important stepping stone in your career that will help you overcome any challenges you may be experiencing.

Episode 50

We are taught to be friendly and inviting when talking with residents, but is there a line? Mark and Jonathan take us through the top ten expressions you should never say to a resident. Some will definitely make you chuckle, but they all show the importance of being careful to keep our feet out of our mouths.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Show Highlights

We reached out to community members to help us create this list. Some are no-brainers, while others could use a little more tact. Either way, this highlights how careful property management professionals need to be when interacting with residents.

Key Questions/Topics Covered

Top 10 Things You Should Never Say to a Resident

* How did you end up in a wheelchair?* How far along are you?* Our policy says…* Did you see that guy from apartment 134 get arrested last night?* Your lease says that it’s not our fault.* Are you single?* I heard from Marsha in D5 that you have a new boy toy.* It smells a little like Mary Jane in here.* What’s up with all the loud banging coming from your apartment?* Night, night, don’t let the bedbugs bite.

As we said earlier, some of these are no-brainers. Go ahead and ask a resident if they are single and watch the sexual harassment claim ensue. And why would you ever risk a possibly very uncomfortable conversation by asking a woman when her baby is due? Others though, require a little more thought and a whole lot of finesse.

For instance, when discussing your policy with a resident who is probably already not in the greatest of moods, remember to tone down the corporate speech and follow up with a human explanation. This should also be the case when discussing a conflict over a lease. Remember, there isn’t a person alive that actually reads the fine print. Being careful with how we word things can go a long way to avoiding complaints.

Another point to keep in mind is that while we, of course, want to be friendly to residents, they are not our friends; they are our customers. We need to be careful about the type of conversations we have with them and avoid gossip, especially about other residents.

Teaching Takeaway Points

We are sure you have heard many other foot-in-mouth comments. Use this to get a conversation started with your team. Ask them what they would add to our list or make your own top ten for your community. Whatever you choose, just get out there and start listening and working with your team to avoid these conversation failures.

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If you enjoyed this episode, be sure to check out :

* Resident Retention- Making a Difference!* Professional Adaptability Skills in the Workplace* The Human Interaction. Where Has it Gone?*

Episode 49

Velda Simpson joins us to talk about the many different aspects that a property management career affords people. There are many avenues to choose from, and Velda shares how she helps new ones in the industry find the perfect path for them.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Our Special Guest: Velda Simpson from RealPro Realty Group

Velda is passionate about helping property owners identify solutions to improve their operations resulting in both increased cash flow and excellent customer service and value.  Within the industry and at her firm, RealPro Realty, she is known as a problem solver with proven results whether it is property management or addressing customer concerns.  Velda is a people person and has a very solid track record of providing excellent customer service to clients.

Show Highlights

With over 25 years of industry experience, Velda knows how to help people find the right path in their property management careers. It all starts with asking the right questions, having an open mind, and understanding that there is so much more to a property management career than meets the eye.

Key Questions/Topics Covered

Focused leadership that acts as a guide

Having a great mentor shaped my career. They believed in me and encouraged me when I didn’t believe in myself. I try to do the same for my students. I like to encourage and empower my students to make this career choice and be their coach throughout the process.

Common questions you get from new students

I find that new students really do not understand the scope of the property management industry. The common misconception of: “Oh, we show units and collect the rent and that’s it”, is generally what I find. I try to open their minds to understand that not only are there so many different paths to choose from, there are also other types of properties that add to the depths of our industry. Anything with four walls and a roof can be managed.

Career crossover

You would think that my classroom is full of millennials, but it really isn’t. I have people of all ages. I have life-learners, retirees, and people who are looking for a career change. Many other careers have similar foundations, making it an easy transition. Regardless of how old or young, I am there to help them find a path that suits them best.

Fortitude to make a decision

Encouragement is huge! I want to inspire my students and let them know that they can do almost anything they can imagine. I love to ask them questions to find out what they like— what they love. This will help me understand which career direction suits them best, and then I can genuinely help them follow their dreams and get to the next level.

Helping people on their path is close to my heart. This industry has given me so much, and I am privileged to be able to give back.

What one actionable tip could you share that has served you well as an educator?

“I learned that courage was not the absence of fear, but the triumph over it.

Episode 48

Did you hear about it? Well, personally, I think…. How old is she? These questions can lead to water cooler talk that is just plain cold! Today’s lesson is all on what you should and should not be talking about while at work.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Show Highlights

Water cooler talk is nothing new. We are all social creatures. But does that mean we should speak our minds without any boundaries? Jonathan and Mark return to break down three main topics that need careful consideration and share insights into how the right workplace conversations can be upbuilding and a source of positivity. 

Topics Covered: 

* Religion and Politics* Gossip* Diversity, Equity, and Inclusion* Conversations that build up, not tear down

Key Questions/Topics Covered

Religion & Politics

People, in general, have some very personal and deep feelings when it comes to religion and politics. Of course, there may be some balance to talking about either of those. But when it crosses the line into strong opinions, it can go overboard quickly, and feelings can get hurt. 

Understand that not everyone is going to agree with your personal choices and it’s not okay to force your views on them. So if it is not a passing neutral comment, avoid these topics altogether!

Gossip

Unfortunately, many companies struggle where a negative culture is natural. Most people who engage in toxic gossip about other employees are generally very insecure. You have to ask yourself if that is how you want to be known. Check and see if your water cooler talk is building up your fellow workmates or tearing them down. 

In addition, what do you do when you hear gossip? Do you sit there and silently nod or do you quickly shut it down and move the conversation to something more productive? Taking a stand and promptly extinguishing negative talk will only help employee morale and create a better working environment.

Diversity, Equity, and Inclusion

Jokes and/or conversations that discuss sexual orientation, race, and culture should not be tolerated. Even talking about someone’s age can create problems. For example, let’s say you have a new property manager that is younger than you are. Having water cooler conversations about their potential lack of experience can really erode your team’s morale. 

It is your responsibility to educate yourself on what is and isn’t inclusive. Understanding that we all come from different backgrounds and make different life choices is the first step. Mark’s advice is to stop looking at the cover of the book and look inside it. Take this chance to get to know your workmates and learn from their experiences.

Conversations That Build Up

We have discussed three key areas that require caution or complete avoidance. So what should we be talking about? How can we create a positive environment?

Start by asking questions. Show a personal interest in your fellow employees without prying. Use discernment when asking questions in order to make them feel like they can divulge as little or as much as they want to.  For example:  “How was your weekend?” is a bit safer than “What did you do this weekend?”.

Episode 47

Do you know what JuvoHub means? What about what it provides? Join Jonathan and Mark as they break down the what and the why that JuvoHub is to the property management community as well as what the future holds.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Show Highlights

Since its beginning back in April 2020, JuvoHub has continued to evolve from a dream into a reality. Built on the learning and development backgrounds of Jonathan and his wife Renée, JuvoHub has grown to include an amazing co-host and support team. In addition, including industry leaders and subject matter experts as guest speakers has allowed for diverse and thought-provoking content. So what does JuvoHub mean and what does the future hold?

Key Questions/Topics Covered

What is JuvoHub?

JuvoHub was created by Jonathan and his wife Renée, both of which have an extensive background in learning and development. They wanted to build a place that property management professionals could tap into complementary education. Many have asked what JuvoHub means? Well, Juvo is Latin for help or aid and hub is just that, the center where everything comes together. JuvoHub is the place where property management professionals can find industry-specific education or aid. JuvoHub is your helping hand in property management.

What is the future of JuvoHub?

JuvoHub has gone through an evolution of changes as it has grown. JuvHub will continue to provide complimentary education to everyone within our industry but moving forward we will also be focussing on creating short insightful educational content that learning and development departments can easily incorporate into their program. There is a need for quality prepared content and it’s JuvoHub’s goal to help fill this gap. In addition, work is in progress, as well, to provide additional resources for industry speakers and trainers.

How JuvoHub helps?

Some might wonder why JuvoHub’s content is available in audio, video, and written form.  Everyone learns differently and JuvoHub wants to ensure that every learner has access to the information provided in the way that best suits their needs. Therefore, whether you are the person who likes to listen to our Podcast well working out, read a quick synopsis to get the main points via the blog, or share one of our videos from YouTube with your team members, we have you covered. Each episode is roughly 30 minutes long which is perfect for a quick micro-learning session. 

What can you expect to find?:

* Guest Industry Experts* Best Practices* Tips

Education is a continual process. As Mark has said many times without education you can’t grow and without growth, you won’t get anywhere. JuvoHub will continue to grow to meet the challenges our industry faces and to provide a helping hand to overcome them.

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Episode 46

Are you finding it challenging to keep your people engaged in learning? Are you the learner and are feeling burnt out or turned off? Join Mark and Jonathan as they break down the pain points and share proven strategies to improve student engagement.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Show Highlights

Jonathan and Mark are both veteran industry speakers and educators. They understand the ups and downs learning development departments encounter as well as the hurdles learners themselves have to overcome. Today, we will look at the different perspectives of learning engagement and how to overcome some of the more frequent challenges faced.

Key Questions/Topics Covered

Understanding the student perspective

The first thing needed to increase student engagement is to truly understand the students. Training has changed significantly over the last few, years especially with Covid. Staff is experiencing a level of burnout like never before. They are dealing with residents full of attitude and frustration due to Covid, which leads them to dread their jobs. 

On-site staff is still in survivor mode; their minds are bogged down, not allowing them to train effectively. The last thing on their minds is training for better customer service when they already feel they are tapped out in what they can do. So how can we help staff find the space to become engaged learners?

Learning and Development Department – Tips to increase student engagement

Do you know what your people want to know? Does your team have an open platform they can share their thoughts, feelings, and frustrations? People who don’t feel acknowledged and valued will have a hard time engaging in their training. 

Surveying employees can serve as an excellent resource to fine-tune your training. Do this frequently as people change as their circumstances do. Take this feedback and ask yourself, what, as a company, can you do to reengage your staff in learning. Become leaders in building an environment and company culture that embraces and, dare we say, enjoys training.

It is unrealistic to expect every student to be invested in their growth. There will be ones that are nothing more than seat warmers. Focus on the ones that want to learn and grow. 

Engagement – Everyone’s responsibility

We have discussed what companies and their learning and development teams should be considering and doing. What about the students? The old saying fits well here. You can lead a horse to water, but you can’t make them drink. Students bear the responsibility of being open to learning. Even if it isn’t their favorite topic or it’s one more thing in their already busy schedule.

Not making time for your education is tantamount to career suicide. If you aren’t learning, you aren’t growing. Take a moment and create a list of rules for yourself while engaged in training. Shut off your phone if possible and focus your mind on what is being presented. 

Even if you cannot find anything of value in what’s being said, you can take this time to work on your personal skills of showing respect to the speaker and staying engaged regardless of what’s being discussed. 

Final Takeaway

Training is part of property management,

Episode 45

What is a culture ambassador? Why does it need to be more than just a buzz phrase? Drew Williams shares the secrets to propelling not only your career but being a positive force for the people you work with.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Our Special Guest: Drew Williams from Common

A seasoned Multifamily Professional, Drew is a trainer, speaker, freethinker, leader, and a full-on sponge for all things multifamily. Drew fell into what he knew would become a lifelong career with property management starting as a leasing consultant & working his way up the ranks. When Drew was hand-selected to become a Certified Trainer with one of the nation’s largest multifamily housing providers, he found his “WHY” by working side by side with future property management all-stars. Drew shares the greatest achievement in his career thus far has been being able to take a hands-on approach and front-row seat to the execution of his fellow industry peers and colleagues blossoming into the stellar business professionals they are today. Drew is impassioned by being an involved member of an industry of people, an industry about people and feels just as passionately in that regard today as he did day one on the job.

Show Highlights

Like most people in the industry, Drew started almost 12 years ago as a leasing agent. He has grown to work in management, business development, and training throughout his career. But it wasn’t until he attained his NAA and IREM credentials that his career hit a turning point. Then Covid hit. While in quarantine, Drew started thinking about his career and his “why.” Why did he do what he did? His “why” was people, which led him back to training. He realized and was thankful for all the people that had helped him throughout his career, and he wanted to give back—leading him to become a culture ambassador.

Key Questions/Topics Covered

What is a culture ambassador?

A culture ambassador needs to be more than a buzz phrase. It is based on your values and on creating a safe place for your team members. A place of collaboration and fun where everyone has a seat at the table. You need to show empathy as a leader and foster genuine rapport and connections. A culture ambassador has an attitude of gratitude and leads by example to create a positive work environment.

Culture ambassador and education—lead by example.

It boils down to this; knowledge is power! At first, I was focused on having the letters behind my name, but then I realized that I was investing in myself by pursuing education. This gave me validation and a sense of purpose and pride. You need to put your time, effort, and finances into education to stay at the forefront of your industry. And even though I have my designations, my days of learning are far from over. What I do is educate, so I lead by example and encourage everyone I work with to do the same.

A favorite book of mine that is a must-read is called Radical Candor – Be A Kick-Ass Boss Without Losing Your Humanity. This is a fantastic, life-changing book that I recommend everyone read if they are truly ready to be a cult...

Episode 44

When you think about your career in property management, do you think about sustainability? What about passion? Virginia Love, an industry rock star, joins us to share her secrets to longevity in property management and loving what you do.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Our Special Guest: Virginia Love from Entrata

Virginia Love is the Industry Principal at Entrata. She is responsible for the national-level marketing, branding, and promotion programs as well as technology and operations systems to maximize the communities’ performance. Has presented countless leasing, marketing, and operational speaking engagements and training sessions at the local, state, and national level.

Show Highlights

Leasing consultant, manager, education, and marketing: these are just a few of the paths that Virginia has traveled in her property management career. Her open-minded approach has proven to be an invaluable component to her career longevity and success.

Key Questions/Topics Covered

Who is Virginia Love?

I had no intention of getting into property management. Back when I was finishing up school, I didn’t even know it was a thing. I actually got started in retail, and I was good! I loved the sales challenges and worked to make sure I won. 

During this time, I was looking for an apartment of my own and had what I thought was the weirdest experience. Here I am driving around in a golf cart with the leasing manager, eating a cookie while looking at units. I couldn’t help but think how strange it was, but it piqued my interest. 

One day a good customer of mine said that I needed to get into property management, and it just so happened that her husband was the senior executive of Trammell Crow. Not too long after that, a friend interviewed and started working there and I followed suit. I fell in love with the sales aspect of property management and that you never have the same day twice as a leasing agent. From there, my career grew as I did, and I have been privileged to work in the many different and challenging avenues of our industry.

Property Management – So many opportunities!

I am a very competitive person and a big fan of doing what people want me to do. But I am always looking for more. There are so many different directions anyone can go in this industry. I believe that if I am going to do this, I am going to do it well. That is what separates a career from a job, which meant more to me than collecting a check. 

An excellent springboard for me was getting involved with my local apartment association. That got the ball rolling, starting at a local level and growing to a national one. Engaging on this level opened up so many doors and opportunities, and it was a truly pivotal point in my career.

How to keep the passion burning

To start with, let’s make it clear that it’s not possible to be passionate about every little thing every single day, and you don’t have to, nor do you need to love your career all the time. 

My passion comes from the people I have had the privilege to get to...

Episode 45

What is a culture ambassador? Why does it need to be more than just a buzz phrase? Drew Williams shares the secrets to propelling not only your career but being a positive force for the people you work with.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Our Special Guest: Drew Williams from Common

A seasoned Multifamily Professional, Drew is a trainer, speaker, freethinker, leader, and a full-on sponge for all things multifamily. Drew fell into what he knew would become a lifelong career with property management starting as a leasing consultant & working his way up the ranks. When Drew was hand-selected to become a Certified Trainer with one of the nation’s largest multifamily housing providers, he found his “WHY” by working side by side with future property management all-stars. Drew shares the greatest achievement in his career thus far has been being able to take a hands-on approach and front-row seat to the execution of his fellow industry peers and colleagues blossoming into the stellar business professionals they are today. Drew is impassioned by being an involved member of an industry of people, an industry about people and feels just as passionately in that regard today as he did day one on the job.

Show Highlights

Like most people in the industry, Drew started almost 12 years ago as a leasing agent. He has grown to work in management, business development, and training throughout his career. But it wasn’t until he attained his NAA and IREM credentials that his career hit a turning point. Then Covid hit. While in quarantine, Drew started thinking about his career and his “why.” Why did he do what he did? His “why” was people, which led him back to training. He realized and was thankful for all the people that had helped him throughout his career, and he wanted to give back—leading him to become a culture ambassador.

Key Questions/Topics Covered

What is a culture ambassador?

A culture ambassador needs to be more than a buzz phrase. It is based on your values and on creating a safe place for your team members. A place of collaboration and fun where everyone has a seat at the table. You need to show empathy as a leader and foster genuine rapport and connections. A culture ambassador has an attitude of gratitude and leads by example to create a positive work environment.

Culture ambassador and education—lead by example.

It boils down to this; knowledge is power! At first, I was focused on having the letters behind my name, but then I realized that I was investing in myself by pursuing education. This gave me validation and a sense of purpose and pride. You need to put your time, effort, and finances into education to stay at the forefront of your industry. And even though I have my designations, my days of learning are far from over. What I do is educate, so I lead by example and encourage everyone I work with to do the same.

A favorite book of mine that is a must-read is called Radical Candor – Be A Kick-Ass Boss Without Losing Your Humanity. This is a fantastic, life-changing book that I recommend everyone read if they are truly ready to be a culture ambass...

Episode 44

When you think about your career in property management, do you think about sustainability? What about passion? Virginia Love, an industry rock star, joins us to share her secrets to longevity in property management and loving what you do.

Host(s): Jonathan Saar from Market Me Social and Mark Howell from Howl Creative Concepts

Our Special Guest: Virginia Love from Entrata

Virginia Love is the Industry Principal at Entrata. She is responsible for the national-level marketing, branding, and promotion programs as well as technology and operations systems to maximize the communities’ performance. Has presented countless leasing, marketing, and operational speaking engagements and training sessions at the local, state, and national level.

Show Highlights

Leasing consultant, manager, education, and marketing: these are just a few of the paths that Virginia has traveled in her property management career. Her open-minded approach has proven to be an invaluable component to her career longevity and success.

Key Questions/Topics Covered

Who is Virginia Love?

I had no intention of getting into property management. Back when I was finishing up school, I didn’t even know it was a thing. I actually got started in retail, and I was good! I loved the sales challenges and worked to make sure I won. 

During this time, I was looking for an apartment of my own and had what I thought was the weirdest experience. Here I am driving around in a golf cart with the leasing manager, eating a cookie while looking at units. I couldn’t help but think how strange it was, but it piqued my interest. 

One day a good customer of mine said that I needed to get into property management, and it just so happened that her husband was the senior executive of Trammell Crow. Not too long after that, a friend interviewed and started working there and I followed suit. I fell in love with the sales aspect of property management and that you never have the same day twice as a leasing agent. From there, my career grew as I did, and I have been privileged to work in the many different and challenging avenues of our industry.

Property Management – So many opportunities!

I am a very competitive person and a big fan of doing what people want me to do. But I am always looking for more. There are so many different directions anyone can go in this industry. I believe that if I am going to do this, I am going to do it well. That is what separates a career from a job, which meant more to me than collecting a check. 

An excellent springboard for me was getting involved with my local apartment association. That got the ball rolling, starting at a local level and growing to a national one. Engaging on this level opened up so many doors and opportunities, and it was a truly pivotal point in my career.

How to keep the passion burning

To start with, let’s make it clear that it’s not possible to be passionate about every little thing every single day, and you don’t have to, nor do you need to love your career all the time. 

My passion comes from the people I have had the privilege to get to know over t...