Name: Joseph Cancino
Title: Community Manager
Company: Trimarchi Management, Fort Worth, Texas
1. The first time I showed an apartment. I had just started working at a community in Florida and was given keys and a map and told here is what you are showing. There wasn’t much training back in the day like there is now and I was afraid I would fail. Fortunately, the prospect wanted to sign a lease!
2. The first time I leased an apartment. With less than a day of experience on the job, I was alone in the office without a clue about what paperwork needed to be completed for this gentleman to become a resident. After calmly asking him to fill out an application, I was able to buy enough time for a co-worker to come back and answer all of his questions.
3. The first time I met the owner of the community. The first resident I signed decided to move in at 4 a.m. As luck would have it, he was our owner’s new neighbor. The next day the owner was rather unhappy, but calmed down when he saw my deer-in-the-headlights look.
4. The first time I had to reprimand a resident. A group of young 20-something guys were being too loud and just didn’t care how late it was or who they bothered. They were all passed out in the living room when I knocked on the door. Fortunately, they were still in a daze from the festivities, so they took the news pretty well.
5. The first time someone threatened me while onsite. When our resident “friends” from No. 4 had caused one too many problems, we had to evict them.
I hadn’t heard the slew of names they proceeded to call me over the phone since going through boot camp in the military, but I learned early on to just let yelling roll off my back.
6. The first time I walked a property for site inspection. I had an awesome manager who knew my goal was to become a manager, so she allowed me to tag along during a site inspection with the owner. There was only one condition: “Shut up and don’t say anything.”
7. The first time I paid the community’s bills. It was the last thing I felt I needed to do to become a manager, but because of busy schedules, I was never shown how to do this before being promoted. Fortunately, our kind-hearted accountant came over and patiently taught me how to code and enter bills.
8. The first time a death occurred on my property. It was 3 a.m. when I was called about a fire at my community. I quickly threw on gym shorts, a t-shirt and shoes and arrived to see a news crew onsite. My supervisor came dressed very professionally and was able to speak to the reporters while I hid behind the caution tape. I learned to always be prepared after that.
9. The first time I was asked to speak in front of a group. I had started my job as a Regional Manager and I had to go around and meet everyone on staff.
I was nervous, but I realized that as a leader, I had to exude confidence if I expected the other employees to take me seriously.
10. The first time I questioned the direction of a supervisor. While there are some awesome leaders out there, I have also seen those who refuse to listen to onsite suggestions and have watched properties fail because of it.
If you would like to be considered for a future End Points column, please contact Lauren Boston at 703/797-0678 or lauren@naahq.org.