APTly Spoken Blog | National Apartment Association

APTly Spoken Blog

  • A Kit Culture

    If we were to compare the amount of work that a maintenance technician today is required to do at an apartment community, and compare that to 5 years ago; what would the comparison look like? The most common question I’m asked by community managers is “How long should it take my technician to do <insert task here>.” My scripted answer is not to give an answer. My answer instead is to ask...
  • Overtime Rule Threatens Our Most Important Asset: Customer Service

        Every day, my staff walks past a poster I hung over a decade ago. It says: “If You Don’t Take Care of the Customer, Someone Else Will.” For me, it’s not a cliché. It’s part of what I learned growing up an Irish Catholic kid in South Boston: how you decide to treat people is a simple but determinative driver of your own success. I am retiring later this year, after 17 years at NAA. In...
  • Hell's Kitchen

    Picture someone who knows their way around both a grocery store and a kitchen. Someone who can pick out a handful of ingredients and turn them into something edible. An average adult, really.  Are you picturing them? OK, good. Now picture the exact opposite. That’s me. My cooking struggles are worthy of a documentary—the antithesis of the awe-inspiring “Chef’s Table,” we’ll say. People will watch...
  • What Should I Do Differently?

    A simple question from a student in a pool class turned into a fantastic discussion recently. The question that opened up the potentially view changing realization was: “My pool inspector is coming tomorrow, what should I do differently?” Not being familiar with local swimming pool code and operations I opened the question up to the class at large. The responses were wide ranging and potentially...

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