LLHL - Ok, what does it mean?

Watching TV the other night Newt Gingrich was describing something he remembered when he was in the military.  When I was in intel school many years ago, I remember an instructor telling us about the exact same thing Newt was describing.  Must be a military thing but believe it really applies to leadership and how we should look at leadership in general.

LISTEN
The first "L" and is what I call the first step.  Listening includes observing, paying attention to your surroundings, keeping your ear to the ground related to feedback, and of course paying attention to your subliminal messages in your operation.  Observe before making changes and know what impact decisions may have on an operation.  Understanding through observation can provide direction for needed training, for insight into efficiency, and for how the human factor plays a part in reaching goals and objectives.  Listening with your eyes includes your surroundings which can include more than just the immediate operational area.  As an example in property management we also need to be aware of the competitive market as well as the tertiary market. 

Listen to feedback from your team.  Some of the greatest leaders in time would have never made successful decisions without consulting others or at least asking for their input.  Maybe the right decision is yours, but components of input from others makes it a better solution. Who knows, maybe yours was not the best at all and someone did actually have a better solution.  Leaders should never be afraid to accept critique or the possibility someone else actually had a better answer. 

Subliminal messages can include issues related to morale within a team, higher than normal costs, excessive call out's, or increased turnover.  Sometimes listening with your eyes can be just as important as listening with your ears.

LEARN
All is for naught if we do not learn from the first "L" and from our mistakes.  Don't forget we can also learn from our successes and we should always be asking "How can we do it better next time."  Learning can also be related to us constantly learning or expanding our knowledge base.  As an example I am a sponge when it comes to articles or books on leadership and enhancing productivity within a team environment.  When we stop learning, we stop growing as leaders.  Learning also means evaluating throughout a process of operational change to see if adjustments, corrections, or sometimes even new directions are needed.  Sharing what is learned with your  team and those leaders working with you is equally important as a part of open communication and development of from an educational standpoint.

HELP
This step is critical and involves more than what you might think.  Help can be in the form of training and education.  It can mean providing the tools or knowledge so that others want to and have the ability to exceed and excel.  Sometimes help can come from outside sources such as consultants and teachers.  I remember one time doing a consulting job where the company said they knew what needed to be implemented, just needed direction as to the best course to take.  When I asked the Director of Property Management why she felt it was the best solution she responded by saying she thought a new approach from someone outside of the organization might be better received.  We can observe and learn, however, if we don't implement a plan into action that will be received by those needing the direction it will become more difficult to achieve the intended result.  Part of my plan was also doing team meetings to ascertain what they perceived the problems were and asking for their input.  I found this went a long way and they felt more involved and not just the receiver of a directive.

LEAD
So what is the true definition of leadership?  After all, leading means you get others to follow you.  With leadership comes great responsibility.  Leadership is being decisive, is developing others, allowing empowerment, is not being afraid to admit when they are wrong, and so many other qualities you have seem me write about before.  It is also the Listening, Learning, and Helping that develops others to be the best they can be.  If your operation runs as successfully when you are absent as when you are there, that my friends is when you know you have been an effective leader. 

Now go lead!

When life gives you lemons

Just about everyone has had ups and I am sure experienced downs.  With each challenge I have faced throughout my career I have always tried to find the positive and learned from each and every opportunity.  I remember when they eliminated my position less than three years after accepting the regional here in Florida.  This was back in 2009 after the market tanked and companies were looking at what ever they could do to cut costs.  Now this was a hard pill to swallow knowing my region was one of the top occupancy and producing regions in the company.  Making over six figures with my bonus they called the layoff a "downsizing," while I called it an "up profiting."  I could have easily put my tail between my legs and done what many others had done in my position by collecting unemployment and riding the coat tail of the government.  Sorry, that just wasn't me.  I started speaking and training again and took a job not paying much working for the mouse.  While it didn't pay well, I was working and bringing in a weekly check and on top of it pretty much the coolest job at Disney.  My job you ask, well here's a picture.

Yes, I was a scuba diver and the safety coordinator for Mickey Mouse when he would dive in the Living Seas at Epcot.  I was responsible for the big eared one's safety (as we called him "the boss") and even wrote the operating guidelines for character diving at Disney.  Even though my pay was poultry compared to what I was making before, I always gave it 100% and would volunteer for projects and always willing to take on additional responsibility.  It was that initiative that led me to the next level as a manager at Disney.  Safety has always been something I had a passion for in addition to leadership.  In 2013 the aquarium was getting ready for their five year accreditation with the American Zoo and Aquarium Association.  This was a huge deal as the facility and our dive team were being evaluated by a team of professionals from all over the world.  The AZA is the independent accrediting organization for the best zoos and aquariums in America and the world, assuring the public that when they visit an AZA accredited facility, it meets the highest standards. Less than 10 percent of the 2,800 wildlife exhibitors licensed by the United States Department of Agriculture meet the comprehensive standards of AZA accreditation. My supervisor and the aquarium curator came to me and asked if I would take responsibility for safety documentation and reporting for the upcoming inspection.  During the inspection one of the AZA advisory members commented that the safety portion of the inspection was "the best and easiest inspection they had ever had for an aquarium ever."  

With my head held high, I began applying for leadership positions within the organization.  Then one day after telling my supervisor I had an interview later that week I was informed I did not need to go to the interview.  For a second, I thought "oh crap what is wrong."  The aquarium curator and the Dive Safety Officer called me to their office to inform me I had been nominated and accepted into Disney's Emerging Leader Program.  They told me that out of 65,000 cast members only 35 are selected for this prestigious program.  So a few weeks later I entered Disney University on my journey as a Disney leader.  Disney is  known throughout the world for developing exceptional leaders and providing extraordinary guest service.  Fortune 500 companies send their employees to Disney for their leadership programs because of how the Disney brand is perceived.  My next step was as a manager at a four diamond deluxe resort responsible for a team of cast members and later lead the concierge services for the Kilimanjaro Club at Animal Kingdom Lodge.  

While I truly miss property management and hope to someday return, being in a leadership position and using the skills I have learned along my journey to help others exceed and excel have been so positive in my continued development.  When we quit learning, we do ourselves and those working with us a disservice.  Walt Disney said, "All our dreams can come true, if we have the courage to pursue them."  He also said, "We keep moving forward, opening new doors, and doing new things, because we're curious and curiosity keeps leading us down new paths."  

So when life give you lemons, don't' just make lemonade...open a lemonade stand and share it with the world.  I hope I have been an inspiration for others and don't forget, "Inspiration comes along with perspiration to be successful."  Now as I have said so many times in my postings...Go Lead!

Accomplishing Results

I have enjoyed my many years in leadership and in sharing information.  From managing large apartment community portfolios to leading a team at a four diamond resort one thing is constant...the importance of effective leadership.  To the thousands who read my blog and the hundreds that have worked with me over the years, you also know how much I cherish sharing information with the intent of assisting others to exceed and excel. 

Management is accomplishing results and meeting objectives through other peoples actions.  Leadership is allowing others to have the ability and empowering them to accomplish these results.  It means not only leading by example but more importantly leading so others want to follow, hence the true definition of leadership.  The basic philosophy shows the transition from management to leadership has some distinct characteristics.  In a management position your direction and interaction with those that work with you is more "hands on" by a relation of 70% to 30%.  As you transition to leader you will find this reverses if you hire the right people and lead through empowerment.  This comes with training, allowing people to make mistakes, support and review of decisions, and effective communication.  You have heard me talk in both my leadership book and my best seller in property management how the PDSA system is an effective tool in leadership and in making decisions.  What is PDSA you ask?  It basically means formulating a PLAN, Do what you planned, STUDY the results and efficacy in reaching the goal or objective, and ACT to make adjustments to stay on task and in reaching the intended goal.  Lee Iacocca once was asked how he was able to turn the Chrysler Corporation around and out of bankruptcy and what led to his success.  He responded by saying, "I did not do it!  We did it!  I simply identified the successful people that could get the job done and empowered them to do it!" 

As an example in property management we emphasize management of our communities...without guiding others as leaders and wonder why we do not have more true leaders in the ranks.  We give you the responsibility for a multi-million dollar investment without showing you how empowerment all the way down the line of positions makes everyone more accountable.  You basically act as chief financial officer, facility manager, public relations director, customer service manager, marketing and development manager, and occasionally therapist and dog catcher.  We teach you and support training for you to address all these areas, and unfortunately forget to teach you to be mayor or a true leader of your community and team.  Managers will often say, "If I want it done right, I will do it myself."  Leaders say, "If I want it done right I will find and train the right person.  

There are several truths of ineffective leaders or those that do not incorporate leadership and empowerment into their leadership style.  

• We cannot do it all ourselves and if you try, you will burn yourself out.
• We avoid allowing others the sense of accomplishment because we do not understand the true benefits of empowerment.
• We eliminate the potential for a motivational environment.  People want to feel they are a part of something and can hold their heads high when there is a successful endeavor.
• We don't always have the best answer or know the best way of doing something.  By not realizing this it narrows how a task can be completed and does not allow for a motivational environment. 

Leadership is not how successful your operation is when you are there.  Successful leadership is empowering others so that goals are met even if you are a thousand miles away.  I will repeat the poem in my book which hundreds have said inspired them and for which I truly believe

I saw them tearing a building down, a gang of men in my hometown.
With a heave and a ho and a yes, yes yell, they swung at a beam and a sidewall fell
I asked the foreman if these men were skilled, the same needed if you had to build
He said oh no indeed, the most common laborer is all I need 
For you see I can tear down in a day or two, what it took others years to do
Now I asked myself as I walked away, which of these roles am I willing to play
Am I one who is tearing down, as I carelessly make my way around.
Or am I one who builds with care, so my team and those around me are better because I had been there.

Now go lead.

Making the Move-In an experience...not an event.

I have been asked throughout my career when do we start the renewal process.  Unfortunately most site teams do not understand renewal is not an event, it is a process and starts with the first time you meet a new resident/guest.  Like the renewal process we should not look at move-ins as an event but more as an experience and a part of the renewal process.  

Having worked for Walt Disney for over six years it is clear we need to make interactions with our residents "experiences" not events.  To have the pleasure of working with an organization that is known throughout the world for creating magic and guest satisfaction has been extremely rewarding, even though I am really looking forward to getting back into property management.  The experience and tools given to me I know have given me a new insight into resident/guest satisfaction and delivering services that exceed and excel.  

Imagine this, your new resident is moving in today and we all know this can be a very stressful transition for them.  What can you do to make it a memorable experience?  They may have traveled, dealt with packing and handling a moving truck, worried about change of address and utilities, and there is always the "renters remorse" in wondering if they have made the right choice at your community.  

1.  You provided them with a move-in package with their signing the application which provides a step-by-step process in making preparations for their move.  This includes utility numbers and web site contact information (link to new customer page), moving truck rental locations, local storage facilities, pizza establishments for those move-in day munchie needs, change of address cards from the post office and where the local post office and UPS stores are located, local contacts for companies that provide labor for unloading, a short welcome letter including what they can expect on moving day at your community when they arrive (any last minute things that need to be processed including inviting them to sign their lease in advance), a property map showing their new home location and where to is the best place to park their truck for unloading, after hours number for maintenance, close home improvement store address, and even a checklist for all the things they need to do in leaving their current location and getting ready for their new home.  It takes a little preparation, but packets can be made up in advance on those rainy slow days so you are always ready to provide one to a new resident.

2.  You make several calls and/or emails prior to move-in checking to see if we can be of further assistance or if they need any additional information.  With each contact you thank them for choosing your community, remembering they do have choices.

3.  Your team has checked and double checked the their new home to insure EVERYTHING is the best it can be.  You do this at least two days out from the arrival experience, giving enough time to insure any corrections can be made.  You then inspect the day of move-in to insure some critter has not crawled up the drain, found its way through a door sweep, and expired somewhere for your resident to fine them as a move-in surprise.  This is where an apartment move-in checklist comes in handy to insure everything from the maintenance and operation to the A/C filter and general conditions are perfect.

4.  You have placed a "Welcome Home" amenity package in their home with a personalized tent card with ALL the new residents listed (including children and pets).  This could include for very little cost a couple of carnations and some babies breath in a small vase on the kitchen counter, several bottles of water in the refrigerator, coupons for local food establishments, a welcome home banner across the refrigerator, a small jar of touch up paint, a copy of the inspection checklist to show what all has been inspected, coloring pages and crayons for the kids (gives them something to do while mom and dad are moving), and maybe even a coupon for Red Box.  

5.  You walk the resident to the apartment after they receive the keys, completing the checklist and walking the apartment with them.  You provide information regarding which outlets are controlled by which switches (I like putting a small sticky dot you can get from an office supply store on the outlet or having maintenance turn that outlet upside down so it is easy to distinguish), what your garbage disposal can and cannot take (often missed), where fire extinguishers are located, etc. You ask them if there is anything else we can do to assist, shaking their hands (including children), and thanking them for choosing your community. 

6.  You make a follow-up call the day after move-in, just to check in on them to insure everything went well and everything is OK.  You do the same one week after, following up on the process and their experience.  

We have so many opportunities to make this a great experience, and also so many opportunities for failure or not meeting expectations.  My question is, what can you do to not just meet their expectations, but to exceed them?  Make it a celebration, and experience, and most of all the best move-in they will or have ever had. 

Are you prepared?

Winter is over (at least for most of us), and warmer weather is on the way.  We can put away our snow shovels and ice melt at the sites, and for many better conditions are on the way.  No matter where you live, property managers must always be ready for the inevitable. Ice and snow storms may be over, however, now we face springs storms, tornado's, hurricanes, and of course those disasters that can strike no matter what time of the year it is. 


Property managers can never avoid risks.  What we can do as responsible property managers is minimize and be prepared for them.  Whether fire, flood, hurricane, tornado, winter storm, or other event, being prepared and knowing what to do in case we are faced with disaster is critical to resident safety and protection of the asset.


In conducting an emergency preparedness seminar in Michigan for an apartment association I asked those that had a preparedness plan to raise their hands.  With a full room before me, no one could acknowledge having a plan in place.   I followed with the question as to how many had a emergency preparedness kit, knowing all too well what the answer was going to be.


The first step when developing an emergency response plan is to conduct a risk assessment to identify potential emergency scenarios. An understanding of what possibly could happen will enable you to determine resource requirements and to develop plans and procedures. Unfortunately the types of emergencies are probably greater than you think.  We know the obvious as mentioned above related to mother nature and those such as fire and flood.  Some emergencies can be related to geography, which will be identified with any full assessment.  These events can include hurricanes along the eastern coast and earthquakes in  our western states.  Those in New Jersey and New York have learned over the years that hurricanes are not limited to the southeast, and in fact more major storms have hit the northeast than in the south over the last couple of years.


Now for those emergencies that we may not think about but are events that can have an impact on life and property and in today's world seem to be increasing.  This includes an emergency situation where someone enters your office threatening to do harm or God forbid dangerous substances are found in one of your apartment homes.  Safety training of what to do when someone threatens to do bodily harm or is brandishing a weapon is part of the world we live in.  Most everyone has heard the term "flight or fight."  Safety professionals now have expanded it to "flight, hide, fight."  There are a few options you have, and something everyone on your team needs to know.  First, if possible lock the subject out.  This is followed by getting everyone in a secure location inside away from doors and windows and immediately calling 911.  If the subject cannot be locked out, "taking cover" as it is called is the next step.  Getting everyone into a room that can be locked or barricaded can save lives.  Third, if there is a secondary exit out of the building, take it and get away from the scene while calling 911.  Last but only to be used if there are no other options is the "fight" scenario.  Never place yourself or others in danger, however, it may be your only recourse.  This part of the emergency plan called “protective actions for life safety” and includes building evacuation, sheltering from severe weather such as tornadoes, “shelter-in-place” from an exterior airborne hazard such as a chemical release, and lock down. Lock down is protective action when faced with an act of violence. The other scenario is related to finding dangerous materials.  Let's say your service technician is investigating a water leak and in the course of the investigation finds suspected dangerous materials.  What should they do?  First course of action is to notify the authorities.  Second course is to leave the premises and get any residents out of the building for their safety and protection.  The advent of meth labs and terrorist activity have brought a whole new light into dangerous activity we face today.


A comprehensive emergency preparedness action plan addresses any and all threats and is critical to protecting life and assets.  The second component is having a disaster preparedness kit with essentials to protect your residents, your team, and the asset.  Hurricane Fran hit North Carolina in 1996 and made a beeline from Wilmington, North Carolina right up through Raleigh and later into Virginia.  Several of my communities had significant damage including one property that had trees uprooted or major limbs down on 117 trees.  We had limbs crushing cars, buildings, and even water lines broken because the roots severed lines.  One of my sites was without power for almost five days and the area looked like a war zone.  I can tell you because my team was prepared and knew how to professional and quickly deal with the situation, recovery went extremely smooth.  Having a plan and knowing what to do prevented panic by the team, reduced panic by our residents because they witnessed a professional acting team, and minimized damage to the assets because we had the equipment and tools to act accordingly.  


Are your sites ready to face a disaster or situation?  How will your team react to whatever threat they may face?  Do you have a plan in place?  Do you have a preparedness kit in place?  Basically are you and your teams prepared?

Who's number one?

I have written at length about the story of who is number one.  I am a believer and advocate of treating our employees as number one, and by doing so they will treat our residents and guests as number one.  There are two parts to the Number One equation, with the second part being equally as important.  That second part is simple; treat our residents as number one and they will be less likely to leave. 

Our industry has recovered nicely from the doldrums of the housing industry challenges beginning around 2008  and 2009 , lasting several years.  Rents are on the rise, property values are on the rise, and we are witnessing the re-birth of new development of apartments in many markets.  Several factors have been at play assisting in the multifamily rebound including the increase of foreclosures providing more of a demand for apartments, some recovery of the employment markets even though national wages have declined, and a decrease until the last couple of years in the construction and development  of new homes and sub-divisions.  The metrics continue to be positive with rent growth still above 4% (a decline from the 5% we saw up most of last year and until October 2015 where it dipped below 5% after strong first, second, and third quarters).  Occupancy has also been strong remaining  around 94-95% for since mid-2012. 

So everything is coming up roses, right?  Not so fast buckaroo, we all know our industry is cyclical as are financial markets overall, and we also have variables in our future that may turn that cycle around much faster than it took to recover.  Think of it, in 2016 we have a major election.  Markets have dropped and risen just on who is in the White House and who controls the houses of Congress.  Additionally, while we have had hundreds of thousands of homes under foreclosure purchased and flipped or in some cases turned into rental income homes, there are hundreds of thousands the banks are holding on to and if the housing market begins to signs of declination may create instability in both the financial and physical sides of the market.  We also work and live in an increasingly relevant world market.  Who would have thought twenty years ago China may have more of an influence on the stock and real estate market than what is going on within our own boundaries.  This is why we must never loose focus of what I consider will always be the two most important factors in successful management and leadership, being taking care of our teams and our residents. 

This is not rocket surgery or brain science...or is that the other way around.  It is going back to basics.  Motivational factors with our employees and teams want to know they are appreciated and acknowledged for good behavior and performance.  This is true even more true with generational studies, and a greater influence on the younger generations impacting the job trends  of today.  Training and education will continue to be a motivator, giving our employees hope there is a path up the corporate ladder.  Communication has influenced job satisfaction with enhancements in the ability to communicate in multiple mediums.  Skype instead of a phone call adds a personal aspect and visual cues to a meeting or project briefing.  Shared folders for easy access of updated data including resources and trends allow for open and transparent team review.  Last but not least, just showing we care.  Nothing, and I repeat, nothing says I care like showing you care.  

And finally our residents.  They are very similar in some our employee motivational factors, with the most important influence being on service and communication being a motivator to stay.  I years ago before it was a trend set up a requirement at my sites to call back every service request thanking them for allowing us to serve them and insuring resident satisfaction.  At first when my idea was presented they said  things like they won't have time for this, saying our residents really didn't care, and this will only create more work.  After providing the "why" behind the program and the "reward," they became more favorable.  What the clincher was when they actually heard guests saying no other community the lived at did this and thought it was a nice touch followed by improved resident retention, they were not only believers but followers.  At the time some companies were doing a percentage of call backs, while most were not doing any at all.  How much effort, energy, and finances does it take to keep a resident versus finding a new one?  I am guessing if I surveyed most management companies and communities we would find a handful that call or email every resident as a follow up to service.  Think of how this would look in a marketing campaign?  Our residents want to feel wanted and appreciated.  They want to feel they are part of the community.  They want to know they are heard and not just a number in building 200. 

The lesson here is two fold.  Do not get complacent in where we or your community is in the market, and second never under estimate the power of our people and our residents.  The more things change, the more they stay the same.  We have all heard this quote and when it comes to our industry we may witness significant changes with our technology, profile, and resources, but the true constant we often forget is simple...people.

What does Fair Housing look like...or discrimination for that matter?

This is a difficult post to make, however, one that needs to be made.  Can any of us look at someone and tell if they are biased or would not discriminate against another individual or group of people?  Probably not!  Having taught Fair Housing for over fifteen years and coached hundreds of my own team members in my career, none of us can say we know who might discriminate!  After watching what is happening in the news and hearing some of the comments, something touched me last night in a news story and really made me think about how I was brought up and even some things about my family I am today ashamed of.  This from someone who has never looked at the color of a persons skin, their sex, or national origin (just to name a few) as how I judged them or thought about them.  I hope each of you that read this do so in learning as well as reflecting and about the question I originally asked.  This is not easy, and I understand this can be a touchy subject for some people, even though I believe it we talked about it more there might be less issues such as what we are seeing.  Anyway, here goes.

I grew up in a mid-western town in Central Illinois surrounded by farm communities.  I went to school not being around people of other colors or nationalities, and in fact the first person of color I met in was in my Sophomore year of high school when they bused several African-Americans to attend as part of a desegregation program.  You might guest I am not young, and you would be right.  Even though this was the late 60's and early 70's, our country was still going through challenges understanding the concept, "All men are created equal."  I definitely owe my upbringing to my father and mother.  My father was someone who was admired by all no matter who they were, and had many friends that were of other nationalities and ethnic groups.  I never heard him use disparaging words against anyone, unless you cut him off in traffic and then he didn't care who you were just what you did.  I was brought up to believe we are all equal and have the same opportunities in this country if we choose to find them.  

So where is this going and how does it relate to knowing if someone chooses not to follow the value of equality?  Let me start by saying growing up I always though my Grandfather on my Mothers side was the most loving and caring person in the world.  In no way would I have ever imagined him as anyone other than someone who had a kind sole.  He was active in his church and a respected elder, appeared to be an upstanding member of his community, and served in World War I for our country.  I watched him one time take a baby bird that had fallen from a nest and carefully climb a tree to return it to so it could be cared for by its parents.  He took food to those in need, and it was not uncommon to hear he had helped a neighbor or others in the community financially.  In my eyes, he was a wonderful person.  It was not until after his death a dark side was revealed.  Now my grandparents lived in a very small community with the entire county population at around 24,000, and the small town around 10,000.  After his death my Mother was helping my Grandmother clean out some of his personal belongings.  She opened a bottom drawer and found a large sheet with a hood attached to it.  My Mother asked my Grandmother what this was and she made a comment, "You weren't supposed to see that."  I'm sure you can guess what it was!  My Mother did not have any idea he was this kind of person.  This was Central Illinois, not the deep south.  This was a small community in the Land of Lincoln, not somewhere south of the Mason/Dixon line.  This was someone you never would have imagined could be associated with an organization I grew up understanding was not about freedom, liberty, and fairness. 

What does discrimination look like?  There is no description and it can be anyone.  Our industry has set many trends and standards in anti-discrimination leadership through teaching and leading others to believe we all have the same rights.  What we are seeing in Chicago, Baltimore, Missouri, and other areas is unfortunate and appears to be led by a few and not by the many who see this country for what it is and can be.  I pray we can find peace and a way for all of us to live together.  We all need to come together, let our justice system take its course, and find some way to understand one another not divide us.  We do not know who may may or may not believe in fairness, but I do believe the vast majority of Americans do not follow discriminatory behavior.  No society is perfect but having visited 28 different countries in my lifetime I can saw we have an awesome country with the opportunity for any of us to choose the right course and to reach their goals.  Many of us have skeletons in our family closet, some will never be known.  I am proud of the industry I have worked in for over twenty years, and for what it stands for.  So the next time you think of fair housing simply remember, it does not have a face or a color or a name.  It simply means everyone matters.