Wednesday, November 04
Game Changer: Eric Boles - Moving to Great
Work Orders in a Remote World: Real-Time Project Management
Property management is experiencing profound changes in day-to-day operations – from restricted unit access to new sanitizing procedures for common areas. Mid-pandemic, maintenance techs are juggling unruly lists of work orders, new PPE requirements, and communication breakdowns. Organizing urgent maintenance backlogs and incorporating real-time technology tools is even more critical during COVID-19. With resident-performed inspections and seamless project management processes, operations teams can continue to minimize unit downtime, drive staff and resident satisfaction, and demonstrate better NOI results across their property portfolio. Our panel of multifamily operational experts discusses how.
The Apartment All Stars Present: No Amenities? No Problem!
You've undoubtedly seen it: the spectacular glass-bottom pool on the roof of a Houston high-rise. These wow factors are awesome, but what if you don't have amenities like a studio for would-be musicians; or a catering kitchen; or a co-working space? Maybe you don't even have a pool at all, but don't despair! We've got you covered with the freshest and best non-amenity amenities you've ever heard of! Learn all about building hugs, alternative landscaping, VIP parking, model furniture purchase programs, tours, events and more! Get there early as the Apartment All Stars always run out of seating!
Overcoming Customer Service Fatigue: Keep Your Sanity and Your Customers
"The customer is always right!" "Service with a smile!" "If we don't take care of our customers, someone else will." You've no doubt heard these sayings during your career-and they sound great don't they UNTIL the customer is wrong; or their words and actions remove the smile from your face; or if you actually want someone ELSE to take care of your customers! Customer service isn't easy because dealing with customers isn't easy. Customer service fatigue is real, and it happens to everyone! If you are a customer service professional (or lead a team of customer service professionals) it is crucial that you know how to be your best you, every day. In this session you'll discover the secrets of reducing or preventing customer service fatigue by learning how to take care of yourself first; how to take control of your day to reduce overwhelm and stress; how to manage your emotions and expectations; how to set yourself up for success each day.
Don’t Get Sued Recovering Bad Debt…Get Paid!
Understands ways on reducing lawsuit risk without impacting the ability to recover bad debt. Uncover what is landing property managers in court to the steps some companies are taking to learn from their mistakes. Understand what can happen if all fails and suit is filed. With the right understanding and defined goals, what to do is as simple as 1-2-3.
Avoiding the Landmines of Mixed-Use Property Management, Within a COVID-19 Environment
What happens when retail, residential, office and hotel spaces come together in one development? It broadens the scope of real estate management. Mixed use assets are a growing trend, and the demand for combining full-amenity residential space with office, retail, and even hotel space is exploding. The National Real Estate Investor says that mixed-use developments are becoming one of the most popular product types in the U.S., accounting for $1.26 trillion in construction spending in 2017. Managing the dynamics of these properties requires unique skills that blur the lines between residential and commercial property management.
Amenities Reevaluated in Post-pandemic Times
The amenities war continues to escalate, with some multifamily resident experiences resembling the level of hospitality expected at 5 star hotels. Yet with the demand for more and better amenities outpacing the capacity of onsite teams, community managers are not always finding outsourcing to be easy or satisfactory. Behind the smoke and mirrors, economics and the path to scale differ widely between third party amenity service models. This discussion focuses on what’s really working and what is not in terms of quality execution, resident adoption and which amenities are truly value-add versus nice-to-have.
Exhibit Hall Hours
The Evolution of Performance Metrics: How a Global Pandemic Decimated Benchmarks
The market was evolving faster than ever before, but when COVID-19 hit American borders, multifamily shifted mentality from revenue growth to risk mitigation, prevention of revenue loss and supporting residents. As we look forward, there is a new set of variables to consider when assessing market conditions. This session will dive into the new data operators are using to make smart decisions, maximize ROI and share the different technologies that are helping them be successful.
Taking Care of Your True Assets, Your People
“The most valuable asset of a 21st-century institution will be its knowledgeable workers and their productivity,” says management guru Peter Drucker in 1999. If you believe that employees are your human capital, create a healthy work environment and provide them with the tools and support to do their jobs effectively. Instead of just focusing on the bottom-line, why not invest in the people responsible for the bottom-line? Reviewing how often your teams, both on-site and corporate, are under-utilized or under-developed, boils down to four strategic areas of change.
Privacy, Data, and the Future of Internet-Driven Amenities
How can multifamily properties continue to offer internet-driven resident services, while safeguarding resident data and complying with new legislation? A lively panel discussion with a unique mix of perspectives will discuss how multifamily managers should prepare for the quickly evolving landscape of data-driven amenities. Walk away with an understanding of how to best protect your residents’ data and security, while still offering best-in-class internet services.
Preparing Your Organization for Automation of the Apartment Rental Industry
Over the course of the next decade, the entire resident lifecycle will become automated. Is your organization ready? From applicant screening to alternative security deposits, every aspect of front-office operations is going digital. Many aspects of automation are available for deployment today, but which are right for your property and at what cost? Learn where automation is headed, what technologies you must have and what pitfalls to avoid during this deep dive on how technology and automation will impact property management operations in the years ahead.
Power Up! Your Personal Impact and Influence In Times of Crisis
Advancing your career and enhancing your effectiveness as a leader involves moving from being known as an effective manager of execution to being a strategic leader and influencer of others. So how can you most effectively develop and demonstrate those skills and behaviors? Getting buy-in to your ideas, being heard in meetings where often times you just attend and influencing others are essential. Couple that with how to strengthen your business acumen and putting on your learning lens and you are well on your way to power up your personal impact and influence.
Make a Decision Already!
What to wear? What to eat? Which email to answer? Which email to forward to everyone in the office? For some, making a decision is easy, but for others it means the possibility of making a mistake. In the book, Thinking, Fast and Slow, Nobel Prize Winner, Daniel Kahneman explains how decision making is ruled by two mental systems – the fast brain & the slow brain. Understanding these two personalities in the brain will help you empower your teams to make decisions without you.
I Can Fix It, But Can I Manage It…Especially Now.
Adversity is the mother of invention, but desperation leads to disaster! With the challenges of maintenance staffing, exacerbated by the recent pandemic, and overstressed maintenance teams, employee turnover and vacant days have increased in this role that was already struggling to hire. As a result, Maintenance Techs are often placed in the Lead Maintenance position with no leadership or crisis management experience. Learn some critical communication, follow up, follow through skills and actions you can take for industry success.
The Future of Connectivity is Chaotic, Can You Handle It?
Whether you run an apartment community, student housing or senior living community, tenants of all ages expect fast, connected experiences that make their lives better and easier. But making these connected experiences a reality requires property owners to invest in innovative technology powered by high-speed WiFi. Today’s influx of connected devices is just the beginning of the deluge. By 2025, there will be more than 75 billion IoT-connected devices worldwide. Leave prepared to take control of the chaos by providing a managed WiFi network that can scale to handle new devices, meet resident expectations and future-proof your properties!
Pandemic Performance: Know Your Comps, Streamline Operations, Make Proactive Decisions
Lockdowns forced the industry to examine new data to power through the pandemic. By closely watching leading indicators like traffic, leasing, occupancy and net effective rent, savvy operators were able to better adjust pricing practices. But gathering this data for comps is complicated and riddled with errors. Excel spreadsheets, property calls and macro-level data offer limited visibility into competitors and performance. Examine the methods to drill-down to micro-level data, the operational benefits of various comp data collection practices as well as real-world examples of how focusing on leading indicators drove proactive decisions during the pandemic chaos.
Lost in Translation: Finding Common Ground in Maintenance and Leasing
On any given day, the maintenance and office teams are like two ships passing in the night. Each team speaks their own language, but to truly be successful both must learn how to communicate and work together. This session will explore the impact this disconnect has on renewals, reputation and employee engagement while offering real world solutions that work. Hear from experts in operations, maintenance, marketing and research as they share tested methods to inspire exceptional results and sustain a culture of true customer service, teamwork and elevated resident satisfaction.
Leveraging Renovation Innovation: Strategies to Maximize Your Value-Add Investments
Whether your communities are undergoing a major or minor renovation program, the key objective is to maximize payback periods and return on investment. Covid has certainly impacted value-add strategies during 2020. How are owners and investors managing capital during this time? What actionable metrics are most impactful to success – and how have they changed? How will value-add strategies impact owners and the market in 2021?
In this session multifamily renovation leaders will share best practices and the innovative tools and solutions they have implemented Post Covid to ensure their renovation programs are carried out in an efficient manner from the planning and buy-in stage through to the execution on-site.
In addition to tools that streamline the renovation planning and management, there are an endless number of evolving interior and exterior building products and solutions that are specifically designed for renovations. How do you know which ones may be a good fit for your communities? We will explore case studies from our panelists on several products and solutions that have been the most effective in creating time and cost efficiencies.
We will also hear the value of being able to pull accurate data they need for a holistic ROI analysis in real-time; and current day examples of how they are using the data to make decisions or course correct if needed.
GrowingUP - Breaking Out & Moving Up
Well good news. There is a way to break out of this rut and move up in all areas of your life. There is a way to jump on the M-Line by using your current challenges to grow UP. And you already have what it takes within you. Progress happens when you shift your perspective and see things differently. In this keynote, you’ll gain a MAP on how to develop resiliency, build trust in yourself, embrace risk-taking, reinvent yourself and recommit to what’s important to you. Only you can make the choice to break out of the status quo and move up to a life you love. You got this!
COVID-19 Legal Trends Shaping the Multifamily Industry: Litigation, Rent Restrictions, and Evictions
The COVID 19 pandemic has spurred legislation at the federal, state, and local level that impacts the rental housing as well as raised new compliance and litigation concerns. Hear from expert attorneys and government affairs professionals on this important and evolving area of the law.
Ready, Set, Maintenance Mania Celebration!
You're invited to come celebrate the fastest maintenance technicians in NAA's Affiliate Network. Join us for a fun and unique happy hour paying homage to one of Apartmentalize's most treasured events.
Dueling Pianos: Battle of the Keys
Bring your requests from Bon Jovi to Britney and our dueling piano players will play your favorite songs as you sing, dance and laugh along to an interactive battle of the keys. There’s no setlist, so what you request is what you’ll hear. Grab a drink, tune in, and join the party!