Boss Talks | Elevating ALL the Bosses of the Multifamily Industry

Guest: Erin Mahone, SVP of Innovation and Implementation, CLS Living Host: Evan Happel, Community Boss Topics Covered: Erin's career path: from leasing agent at her own college apartment to SVP CLS Living's rebrand and expansion into multifamily, on-campus, and future international markets How CLS partnered with Forbes Travel Guide to create a 55-point hospitality standard (inspired by Forbes' 500+ hotel service standards) The "4 S's" (Stop, Stand, Speak, Smile) and CLS "curse words" (phrases employees avoid) Building an internal AI tool (like a company-specific ChatGPT) for instant policy lookups Piloting 3 competing maintenance inspection solutions simultaneously How to get tech buy-in from maintenance teams — pain points as the gateway to adoption Focus groups by role (leasing managers, account managers, general managers) to identify process gaps The challenge of "shadow solutions" — employees creating their own Excel trackers on top of existing systems Turn season strategy: tracking KPIs, budget visibility via custom turn boards, and early problem detection The importance of phone etiquette and mystery shopping Why student housing tech adoption often leads the broader multifamily industry Evan's parking software and Erin's college parking horror story (UGA, football Saturdays, repeat towing) Time Chapter 0:10 Intro & Guest Introduction — Evan introduces Erin Mahone, SVP of Innovation and Implementation at CLS Living 1:36 Erin's New Role at CLS Living — Erin describes her transition from VP of Training & Hospitality to SVP of Innovation and Implementation 1:47 Technology in Real Estate — The challenge of tech adoption in the industry and CLS's focus on maintenance solutions 3:11 AI & Moore's Law — Discussion on accelerating AI change, ChatGPT search, and why businesses must adapt or disappear 7:30 Parking Stories — Evan introduces Community Boss's parking software; Erin shares her college parking horror story at UGA 10:00 Erin's Background & Career Journey — From accidental leasing agent at her own college apartment to 18 years in the industry 13:41 The CLS Hospitality Philosophy — How a hotel visit inspired CLS's hospitality-first approach 14:33 Forbes Travel Guide Partnership — Building CLS's 55 hospitality standards modeled after Forbes' 500+ hotel service criteria 22:12 Phone Etiquette & Mystery Shopping — How CLS trains staff on phone calls and conducts quality control 26:21 CLS Expanding Beyond Student Housing — The rebrand to CLS Living and expansion into multifamily, on-campus, and beyond 27:35 Standardization & Tech Stack — Building uniform policies, processes, and a consistent tech stack across all properties 35:41 Getting Buy-In for New Technology — Steve's question answered: how to win over tech-averse maintenance teams through pain points and pilots 39:18 Turn Season Challenges — The biggest difficulties during move-in months: logistics, staffing, KPI tracking, and budget control 44:24 Wrap-Up & Closing Thoughts — Erin's invitation to return, Boss Brunch, and Evan's call for future guests #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

00:00 Welcome to Boss Talks 00:15 Meet Liz Newkirk 01:26 Community Boss Intro 01:51 Uptown Charlotte Chat 02:38 Setting the Agenda 03:02 Stumbling into Multifamily 03:34 LinkedIn DM Breakthrough 05:19 Career Climb and Pivot 06:12 Joining Loebsack Brownlee 06:54 Where the Firm Operates ## Key Talking Points 1. **Career Transition from Retail to PropTech Legal**: Liz Newkirk's journey from visual merchandising in retail (Saravsky, Victoria's Secret, Fossil) to digital media management at a multifamily-focused law firm (Lobac and Brownley) represents an unconventional career path in the industry. 2. **Digital Media's Role in Legal Services**: The intersection of digital media strategy and legal services for the multifamily industry, demonstrating how traditional professional services are evolving to incorporate modern marketing and communication approaches. 3. **Local Association Leadership**: Active involvement in the Apartment Association of Greater Charlotte, particularly serving as president (or former president) of the supplier committee, highlighting the importance of industry advocacy and networking. 4. **Fashion as Business Intelligence - "Lipstick and Hemlines"**: The episode promises to explore fashion trends as economic and cultural indicators, suggesting a unique analytical framework for understanding broader business conditions. 5. **Geographic Branding and Community Identity**: Discussion of Charlotte's unique terminology ("uptown" vs "downtown," NoDa, LoSo, Sodo comparisons) as it relates to community building, place-making, and how neighborhoods develop identity. ## Notable Quotes > "When I first came to Charlotte, they were like, 'No, it's uptown.' What's that mean? Why?" — *Liz Newkirk* > "I use a GPS to get everywhere because I have no idea where I'm going ever." — *Liz Newkirk* > "What drives me bananas is when people go, 'No Duh.' And I'm like, 'No, it's not like tar, right? It's just NoDa.' Just leave it alone." — *Liz Newkirk* ## Actionable Takeaways 1. **Leverage Non-Traditional Backgrounds**: Visual merchandising and fashion experience can translate into valuable skills for digital media and marketing roles in multifamily, particularly in understanding consumer behavior and visual communication. 2. **Prioritize Local Association Involvement**: Active participation in local apartment associations, especially in supplier committees, creates networking opportunities and establishes industry credibility beyond your primary role. 3. **Connect Physical Space Management to Online Reputation**: As Evan notes, poor parking and amenity management leads to negative online reviews—address physical space issues proactively to protect digital reputation. 4. **Embrace Cross-Industry Insights**: The "lipstick and hemlines" concept suggests value in drawing business intelligence from unexpected sources and industries outside traditional multifamily metrics. ## Topics - Leadership & Career Development - Marketing & Branding - Networking & Industry Advocacy - Personal Growth & Resilience - Social Media & Content Creation - Community Building & Engagement - Parking & Amenities - Customer Experience & Reviews - Innovation & Culture Listen & Subscribe YouTube: Boss Talks on YouTube Apple Podcasts: Boss Talks on Apple Podcasts Sponsor This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss. #bosstalks #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

00:00 Welcome and guest intro 01:52 Conference banter and Vegas 03:53 Parking horror stories 06:45 Music motivation picks 09:02 Water only and Fiji debate 12:09 Vacation mindset and workload 13:07 Career journey into multifamily 17:07 Regional role and team growth 19:07 Kenzo cameo and association board 20:35 Board Requirements Talk 20:40 Crystal Merit Awards 22:01 Why Association Matters 22:45 Representation In Leadership 27:10 Bridging Corporate And Onsite 28:26 Amenities Versus Real Needs 29:32 Voucher Policy Fight 33:30 Growing Diverse Involvement 37:53 Family Life And Vacation 39:40 Single Dad Career Balance 41:58 Overcoming The Past 44:30 Closing Thanks And Invite Listen & Subscribe YouTube: Boss Talks on YouTube Apple Podcasts: Boss Talks on Apple Podcasts Sponsor This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss. #bosstalks #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[00:00] Welcome to Boss Talks[00:16] Meet Desiree Starr – Introduction to Desiree and her background.[00:57] Introduction to the Show – Evan introduces the show and Community Boss.[01:35] Westshore Properties Overview – Desiree discusses Westshore’s reach and locations.[02:21] Fun Anecdotes and Conversations – Bourbon, coffee, and industry stories.[03:44] Viewer Engagement and Comments – Shoutouts and community interaction.[05:16] Parking Solutions Discussion – Resident complaints and parking solutions.[06:51] Music Motivation – Desiree’s motivational music and playlist talk.[09:32] Caffeinated Beverage Preferences – The art of the “filthy chai.”[13:19] Desiree's Journey in the Industry – How Desiree found her passion for training.[14:46] Incorporating Humor in Training – Using humor to connect and teach.[15:39] Memorable Training Moments – Stories that shaped Desiree’s approach.[16:28] Connecting Through Authenticity – The value of vulnerability and authenticity.[16:43] The Importance of Fun and Authenticity – Making learning enjoyable.[16:59] Closing Thoughts and Reflections – Reflections on authenticity and engagement.[17:04] Engaging Virtual Training with Humor – Keeping virtual sessions lively.[17:45] Training as the Foundation of Company Culture – How training shapes culture.[17:57] Onboarding: Teaching Core Values – The role of onboarding in culture.[18:22] Reinforcing Culture Through Learning and Development – Consistency and reinforcement.[18:53] The Importance of Professional Development – Retention and growth stats.[20:18] Learning Labs: Peer-to-Peer Training – Microlearning and peer teaching.[22:06] Career Pathways and Upskilling – Lateral moves and upskilling opportunities.[22:28] Interactive and Hands-On Training – Beyond the LMS.[23:34] Understanding Professional Love Languages – Communication and motivation styles.[25:08] Strategic Learning and Development – Impact on performance and retention.[25:25] Effective Onboarding Strategies – Retaining new hires and measuring success.[32:38] Creating a Consistent Company Culture – The importance of consistency.[33:34] Upcoming Training Sessions and Events – Desiree’s upcoming webinars and classes.[34:54] The Role of NAAEI Faculty – Professional development and facilitation.[36:31] Final Thoughts and Farewell – Closing remarks and gratitude.Listen & SubscribeYouTube: Boss Talks on YouTubeApple Podcasts: Boss Talks on Apple PodcastsSponsorThis episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

0:00 Introduction & WelcomeEvan introduces the show and guest, Danny Fuston.1:09 Guest BackgroundDanny’s experience in student, senior, and conventional housing.1:29 Importance of Facility ManagementWhy facility management is crucial for happy communities.2:19 Parking Stories & ChallengesHilarious and challenging parking situations, including a truck stuck under a garage.7:13 Danny’s Passion for Student HousingWhat makes student housing unique and rewarding.8:01 Recruiting & Training StudentsHow Danny recruits students for turn season and the benefits for both sides.9:16 Learning Practical SkillsTeaching students and staff valuable skills like painting and maintenance.12:41 Leadership, Empathy & FaithDanny’s approach to leadership, empathy, and how his faith shapes his work.16:21 Using Technology in Property ManagementTools like Yardi, Salesforce, and Power BI for efficient operations.18:41 Preventing Water Damage & Facility UpgradesInnovations to prevent costly water damage and improve resident experience.22:06 Housing Market & Cost of LivingReflections on rising housing costs and market changes in Texas and beyond.26:58 Final Thoughts & Appreciation Danny’s advice for property managers and closing remarks.Listen & SubscribeYouTube: Boss Talks on YouTubeApple Podcasts: Boss Talks on Apple PodcastsThis episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:00] Introduction to Boss Talks[0:14] Meet Priyanka Agarwal and JTurner Research[0:27] Data Mining and Resident Experience Insights[0:54] Host Introduction: Evan Happel and Community Boss[1:29] Priyanka’s Role: The Resident Whisperer[2:00] Parking Issues in Communities[2:57] Personal Stories of Parking Woes[7:41] Music That Motivates: Priyanka’s Playlist[9:13] Caffeinated Preferences[10:04] Priyanka’s Journey into the Multifamily Industry[13:56] Lessons from Other Industries[13:56] The Four P Principle: Professional, Polite, Personalized, Prudent[15:41] Renewing Kindness in Online Reviews[18:39] Simple Acts of Kindness in Property Management[20:49] Consistency in Resident Experience[22:48] Daily Living Experiences vs. Resident Events[23:25] The Importance of a Unified Team[24:07] Building a Four P Culture[24:30] Human Decency and Basic Etiquette[24:45] Observations on Modern Youth and Kindness[25:35] The Role of Parents in Teaching Kindness[26:57] Customer Service Stories: Lessons from Dogtopia[29:27] The Importance of Trust in Brands[30:40] The Rise of Brand Ambassadors and Influencers[33:40] Wild Tunes: Music for Shelter Animals[35:39] Expanding Wild Tunes Nationally[38:58] The Impact of Kindness and Compassion[40:00] Closing Remarks and Invitation to Boss Talks #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

00:00 – Introduction by Evan Happel; guest Andrea Taylor introduced00:10 – Andrea’s background and experience in multifamily property management00:54 – Andrea’s journey: from early startups to founding Livsee01:47 – The decision to start a company and identifying industry problems03:23 – Parking challenges in multifamily properties; creative solutions05:20 – Partnerships with vendors and managing property issues07:16 – Music and motivation: Andrea’s favorite songs and film scores09:00 – Andrea’s caffeinated beverage of choice: matcha lattes10:16 – Deep dive into Andrea’s multifamily experience and transition to tech12:00 – The current state of the multifamily industry: supply, competition, and technology13:57 – The role of AI in property management and Livsee’s unique approach16:26 – Fundraising journey: challenges, rejections, and finding the right partners18:59 – How Livsee’s AI works: integrations, data models, and natural language processing21:13 – Incentivizing renters and leveraging data for better decision-making23:52 – Sentiment analysis and reporting for property managers27:02 – Early adopters, beta testing, and building with customer feedback29:59 – The importance of intentionality in AI and fair housing compliance33:06 – The renter lifecycle: nurturing leads, renewals, and move-outs36:00 – Opportunities for AI beyond leasing: maintenance, partnerships, and more40:05 – Andrea’s passion for film, screenwriting, and favorite movies43:00 – Closing thoughts, gratitude, and how to connect with the show #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:00] Introduction and Guest WelcomeHost Evan Happel introduces the show and welcomes guest Christina Koski.[0:30] Getting to Know Christina KoskiEvan shares how he met Christina and her background in the industry.[0:40] Board Membership and NetworkingDiscussion about joining the WMFHA board and Christina’s role at Security Properties.[1:48] Fun at Industry EventsStories from recent industry events, team building, and networking.[3:00] Rock Painting MemoriesChristina and Evan reminisce about a memorable rock painting activity at a retreat.[4:50] Parking Challenges and SolutionsChristina discusses parking issues in Seattle and creative solutions like stack parking and valet services.[8:20] Music Preferences and Playlist ContributionsChristina shares her favorite music and adds songs to the Boss Talks playlist.[10:04] Caffeinated Beverage ChoicesChristina and Evan talk about their go-to coffee orders and caffeine habits.[11:30] Christina's Career JourneyChristina describes her unique path into the multifamily industry, from security guard to regional director.[24:15] The Role of Champions in Personal GrowthChristina explains the difference between mentors and champions, and highlights key people who helped her grow.[25:45] Working with Tully ReerChristina shares lessons learned from working with Tully Reer at SPR.[26:20] Modeling Emotional ControlThe importance of emotional control in leadership and how Christina strives to model it.[28:06] Influence of Misty RowellHow Misty Rowell pushed Christina out of her comfort zone and the value of vulnerability.[29:42] Embracing Discomfort and GrowthThe importance of trying new things, public speaking, and personal development.[30:57] Financial Masterclass AnnouncementChristina announces an upcoming financial masterclass for property managers.[33:37] Understanding Real Estate ValueHow revenue changes impact the value of a property and the math behind real estate investments.[35:18] Parking Charges and Community ValueDiscussion about parking fees, community value, and covering development costs.[39:47] Volunteering and Community ServiceChristina’s passion for giving back, her award for community service, and involvement with local organizations.[45:31] Joining the Board and Career GrowthWhy Christina joined the WMFHA board and the benefits of industry involvement.[47:38] Mentorship and Leadership ProgramsChristina’s participation in mentorship programs and the value of peer support.[50:27] Show Wrap-UpFinal thoughts, how to be a guest on Boss Talks, and closing remarks. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:00] Welcome to Boss TalksHost Evan introduces the show and today's guest, Evan Omelia.[0:15] Introducing Evan OmeliaDiscussion about the confusion of having two Evans in marketing and at WMFHA.[1:16] Community Boss OverviewBrief overview of Community Boss and its solutions.[1:40] The Evan ConfusionBanter about the rarity of the name Evan and the "multiverse of Evans."[2:29] Evan's Background and ExperiencesEvan O. shares his diverse background and how it shapes his perspective.[3:17] Trivia Time: How Many Evans?Fun trivia about the number of Evans in the association.[5:04] Parking Stories and TicketsEvan O. recounts his history with parking tickets and city living.[7:35] Music Preferences and EDMBoth Evans discuss their favorite music genres, go-to songs, and EDM artists.[11:09] Caffeine and Coca-Cola AddictionEvan O. talks about his Coca-Cola habit and caffeine preferences.[13:49] Journey into RadioEvan O. describes his path from college to working in radio and his roles on air.[21:39] The Origin of a NicknameHow "English Evan" became his radio persona.[21:55] Transitioning Between ShowsMoving between radio shows and evolving responsibilities.[22:36] Navigating Awkward Work RelationshipsWorking with colleagues who are also spouses and the challenges involved.[23:40] The Reality of Show BusinessInsights into the unique world of radio and show business.[26:23] The Importance of StorytellingLessons from radio that apply to marketing: the power of storytelling.[28:13] Innovative Marketing StrategiesHow Evan O. brings creativity and fun to association communications.[34:32] The Fitness JourneyEvan O.'s brief stint as a fitness trainer and his ongoing passion for fitness.[39:01] Life as a Cat DadStories about Evan O.'s cat, Isla, and the quirks of being a cat owner.[43:45] The Pet Industry ExperienceEvan (host) shares his background in the pet industry and pet owner culture.[44:25] Concluding Thoughts and Future PlansFinal reflections, gratitude, and a tease for future "Evan" episodes. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:00] Introduction and Guest OverviewEvan introduces the show and guest, Haley Graham, Chief People Officer at Navigate Community Management.Haley is a customer of Community Boss.[1:10] Community Boss SolutionsEvan describes Community Boss’s solutions for parking, amenities, and mapping.Guest parking challenges in HOAs.[1:41] Meet Hailey GrahamHaley shares her passion for people and leadership.Discusses her role and approach at Navigate.[2:40] Parking Challenges in CondosHaley shares stories about parking disputes in condos.The importance of clear parking management and how Community Boss helped resolve issues.[4:56] Deeded Parking ExplainedHaley explains how parking spaces are deeded in condos, unlike apartments.The impact on owners, tenants, and enforcement.[7:01] Music and MotivationHaley’s motivational song: “I Can Do It With a Broken Heart” by Taylor Swift.The role of music in staying motivated at work.[8:25] Caffeine PreferencesHaley’s favorite caffeinated drinks: tea, vanilla latte, and brown sugar shaken espresso.Evan and Haley discuss their coffee habits.[9:51] Hailey's Career JourneyHaley’s path from nonprofit work to community management.How she found her role at Navigate and her growth to Chief People Officer.[15:14] Remote Work BenefitsThe advantages of remote work for Navigate employees.Flexibility for parents and re-entering the workforce.[17:44] Flexible Work ArrangementsReal-life examples of how flexible work benefits employees and the company.The importance of trust and hiring the right people.[23:36] Board Member DynamicsHow board member personalities affect HOA management.The difference between proactive and experienced board members.[24:19] Presenting to the BoardEvan and Haley discuss the dynamics of presenting to HOA boards.Stories about challenging board meetings.[25:10] Company Culture and GrowthThe culture at Navigate and why Haley has stayed and grown with the company.[25:26] Power of RelationshipsThe importance of relationships in the HOA industry and workplace.Haley’s perspective on competitors as allies.[25:50] Awards and AchievementsNavigate’s recent awards, including Management Company of the Year.Haley’s recognition as committee chair.[26:20] Building Industry ConnectionsHow relationships and networking have benefited Haley and Navigate.[37:42] Travel and Cultural InsightsHaley’s love of travel and lessons learned from different cultures (Japan, Sri Lanka, Scandinavia).Applying cultural insights to leadership and work-life balance.[44:49] Empathy and Understanding in the WorkplaceThe importance of empathy, understanding, and boundaries at work.Building relationships with employees and supporting their well-being.[48:06] Closing ThoughtsEvan and Haley reflect on the value of soft skills, empathy, and community in the workplace.Invitation for listeners to be a guest on the show. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

0:00 – Introduction to Boss Talks and host Evan Happel0:19 – Meet Todd Thorpe: background in multifamily technology and managed WiFi0:34 – The importance of WiFi in modern living and common connectivity issues2:31 – Funny logo story: Community Boss vs. Dojo Networks4:48 – Todd’s parking garage nightmare7:39 – Todd’s musical tastes: 70s rock, Elton John, Foo Fighters, and more11:53 – Coffee snobbery: Todd’s perfect brew15:35 – Todd’s journey in telecommunications and cable TV19:32 – The evolution of cable TV, streaming, and binge-watching22:18 – Subscription strategies and viewer behavior23:48 – Podcast revival and nostalgia23:53 – Predictions in technology and the future of managed WiFi33:39 – Security in managed WiFi and how it works in communities36:15 – Hardware, software, and the role of providers in managed WiFi38:21 – Access control, smart devices, and seamless connectivity41:01 – The importance and adoption rate of managed WiFi in multifamily44:03 – Helping others achieve success: Todd’s approach to mentorship47:46 – Public speaking, Toastmasters, and personal growth50:27 – Closing thoughts and invitation to future guests #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

00:00 – Introduction and WelcomeEvan introduces the show and guest, Mindy Price.00:08 – Guest Introduction: Mindy PriceEvan shares how he met Mindy and her background in podcasting and multifamily leadership.01:36 – Texas Rodeo and CultureMindy discusses Texas stereotypes, the meaning behind "Don't Mess with Texas," and her experiences volunteering at the Houston Livestock Show and Rodeo.08:13 – Parking Stories and Pet PeevesBoth share personal anecdotes about parking challenges and etiquette in multifamily communities.13:09 – Music That MotivatesMindy and Evan talk about their favorite motivational songs and playlists.16:49 – Caffeinated Beverage of ChoiceMindy reveals her love for coffee and her favorite seasonal drinks.20:59 – Mindy's Career JourneyMindy recounts her path from radio/TV broadcasting to leasing, training, and eventually launching her own business.25:49 – Transition to Supplier Partner SideInsights into moving between management and supplier roles in the multifamily industry.27:54 – Industry Insights and Personal ReflectionsThe impact of the multifamily industry, public perception, and the importance of networking.29:52 – Raising Capital and Education in Real EstateMindy discusses her experience as a licensed stockbroker and educator in real estate investing.31:54 – Passion for Helping Others and Motivating TeamsMindy’s approach to coaching, motivating teams, and helping others overcome public speaking fears.33:13 – Preparing for Speaking EngagementsTips for practicing, self-critiquing, and building confidence for public speaking.35:56 – Starting a New Business: Inside the WhyMindy explains the inspiration behind her company, Inside the Why, and her mission to help others discover their purpose.41:19 – Balancing Sales and MarketingDiscussion on the relationship between sales and marketing, and building trust with clients.44:03 – Final Thoughts and EncouragementMindy and Evan reflect on career growth, the importance of having a plan, and encouragement for listeners to pursue their own "why."59:26 – Outro and Contact InformationMindy shares her contact info and Evan invites listeners to connect and share their stories. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

0:00 — Introduction to Boss Talks and guest Rayshaun Phillips1:40 — Rayshaun’s background and entry into multifamily housing9:40 — The “20 on the Rise” program and career pivots15:00 — The origin of the “Ray of Sunshine” nickname18:00 — Community engagement, networking, and building relationships22:40 — Parking in Detroit: challenges, guest parking headaches, and apartment living28:00 — Music, motivation, and personal routines31:00 — The importance of volunteers and association growth36:00 — Tips for introverts: networking, leading with your heart, and making connections41:00 — World-building, inclusion, and finding your community47:00 — Housing affordability, advocacy, and the need for more affordable housing54:00 — Handling difficult conversations and embracing perception60:00 — Closing thoughts and takeaways #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:10] Welcome to Boss Talks and introduction of the show.[0:19] Introducing guest Jen Piccotti from Swift Bunny.[1:01] Jen’s multifamily journey and first impressions.[2:57] Discussion on parking challenges in multifamily communities.[5:06] Music that motivates Jen—Sting and “Groove Is in the Heart.”[7:09] Jen’s passion for tea and her background as a tea blogger.[10:26] Jen’s industry background and transition from property management to data and surveys.[11:03] Moving from Boise to Orange County and joining Shea Properties.[12:28] Transition to SatisFacts and working on resident surveys.[12:59] Move to Swift Bunny and focus on employee engagement.[19:27] The importance of listening to employees and using surveys for feedback.[21:15] Three levels of communication: macro (company), micro (supervisor), and meso (group).[24:09] The importance of clear communication in leadership.[24:47] Challenges when leadership plans are underdeveloped.[25:31] Regular communication during uncertain times (e.g., COVID-19).[26:06] Employee engagement in town hall meetings and the value of consistency.[27:51] The role of meso communication and building trust through regular meetings.[28:40] Creating connections in remote work and the importance of team bonding.[31:37] Effective team communication strategies, including focus groups and rotating meeting responsibilities.[36:09] Encouraging public speaking and diverse voices in the multifamily industry.[42:26] Partnering with new speakers and the value of sharing stories.[44:29] Networking tips and building connections, especially for introverts.[48:29] Looking forward to 2025—Jen’s optimism and focus on connecting with others. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:00] Introduction and Guest OverviewEvan introduces the show and guest, Sarah Fassett.Sarah’s background: quick rise in the multifamily industry, focus on empathy and community.[1:58] Sarah’s Early Career in Multifamily HousingSarah’s entry into the industry as a leasing consultant.Rapid progression to assistant manager and community manager roles.The importance of team support and mentorship.[3:21] Transition to Corporate RoleMoving from on-site management to a regional trainer position.Impacting a larger community and sharing best practices.[4:42] Impact and MentorshipThe value of mentors in Sarah’s career.Emotional shout-outs to key mentors and colleagues.[6:54] Parking Management InsightsSarah’s experiences with parking management software.The difference good tools make for both staff and residents.[11:38] Music and MotivationSarah’s go-to motivational song: “This Is Your Night” by Amber.Discussion of music’s role in motivation and energy.[14:04] Caffeine Preferences and Personal TidbitsSarah’s favorite caffeinated beverages and her high-energy habits.Fun discussion about candy and personal quirks.[17:40] Sarah’s Resilience and Early ChallengesSarah’s childhood adversity: family instability, homelessness, and battling cancer as a teen.Determination to pursue education despite obstacles.[20:12] Battling Cancer and Pursuing EducationMultiple rounds of chemotherapy and surgeries.Persistence in securing scholarships and completing her education.[25:34] Overcoming Adversity and Career GrowthContinued health challenges and career setbacks.Learning to advocate for herself and others.[27:20] Advocating for Invisible DisabilitiesSarah’s current role as chair of the HR Advisory Council.Supporting colleagues with invisible disabilities.[28:35] Helping Residents in NeedUsing personal experience to empathize with residents facing eviction or hardship.Collaborative problem-solving and connecting residents with resources.[30:03] Turning Around a Troubled CommunityTaking over a struggling property and implementing innovative solutions.Team-building, vendor negotiations, and operational improvements.[32:45] Servant Leadership in ActionSarah’s philosophy: creating heroes, not being the hero.Focusing on people over numbers.[41:09] New Role and ImpactTransition to a regional trainer role.Facilitating onboarding, teaching both soft and technical skills, and fostering collaboration.[44:42] Excitement for EdConSarah and Evan discuss their upcoming speaking engagements at EdCon.The importance of collaboration and continuous learning.[49:00] Final Thoughts and Call to ActionSarah’s ongoing advocacy and leadership roles.Encouragement for listeners to connect, share their stories, and get involved.Connect with Sarah Fassett:LinkedIn: Sarah FassettAttend her session at EdCon, March 13th, Seattle Convention Center.Want to be a guest on Boss Talks?Reach out to Evan Happel for a chance to share your story. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

Show Notes & Timestamps[0:10] Introduction and Guest WelcomeEvan introduces Laurel Zacher and previews the episode’s focus.[1:06] Community Boss OverviewOverview of Community Boss solutions for managing parking, amenities, and mapping.[1:44] Laurel’s Background & JourneyLaurel’s career path: onsite roles, service partner, and corporate marketing leadership.[2:20] Career Growth in MultifamilyThe value of experience on both the service and corporate sides.[3:41] Negotiation Tips and InsightsLaurel’s approach to contract negotiation.Book recommendation: “Never Split the Difference” by Chris Voss.Key tip: Know your goals and bottom line.[6:03] Impact of Parking on CommunitiesParking as a pain point; importance of understanding local needs and using data.[8:41] Marketing and AccessibilityMarket features like air conditioning, even if “everyone has it.”Make information accessible: captions, alt tags, and clear descriptions.[10:42] Personal Questions: Music and CoffeeLaurel’s favorite motivational music and coffee order.[14:31] Introduction to Multifamily Marketing TruthsTransition to the main topic: Five uncomfortable truths of multifamily marketing.[15:19] Chapter 1: Websites Are “Hot Garbage”Many multifamily websites are outdated or not user-friendly.Need for mobile-first design, fast load times, and self-scheduling tools.Shop your own properties like a prospect to identify pain points.[18:31] Improving Renter ExperienceMake it easy for residents to find information, schedule tours, and apply online.Resident portals and 24/7 access are now expected.[28:33] Chapter 2: Understanding Renter Preferences and DataMost companies don’t truly understand their current renters’ needs.Use both qualitative (reviews, surveys) and quantitative (data, sensors) research.Customer journey mapping is recommended.[35:47] Chapter 3: Cost of Turnover and Retention StrategiesAverage turnover cost is ~$4,000 per unit.Small improvements in retention can have a huge financial impact.Consider loyalty programs and AI-driven lease renewals.[41:42] Chapter 4: Online Reviews as a Marketing WeaponReviews are critical for reputation and operational feedback.Use dashboards (e.g., Sochi, Reputation, Jay Turner) to monitor and analyze reviews.FTC guidelines: never incentivize reviews or allow staff/family to write them.[50:16] Chapter 5: Digital Ads: Money Pit or Opportunity?Digital advertising can be wasteful if not tracked properly.Focus on metrics that matter: cost per lease, ROAS (Return on Ad Spend), and marketing effectiveness.Optimize Google Business Profiles for organic reach.[1:00:29] Marketing Promises vs. Property RealityDon’t overpromise in marketing; ensure the resident experience matches the marketing message.Prioritize current residents’ needs and communication.Cleanliness and basic customer service are essential.[1:08:31] Final ThoughtsAvoid generic terms like “luxury”; describe what’s actually offered.Educate and empower onsite teams to maintain standards.Host thanks Laurel and invites future guests. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

0:10 Introduction to Boss Talks and host Evan Happel0:16 Meet Kelsi Cory and her background in staffing and executive recruiting0:31 Starting Cory Executive Recruiting and Kelsi’s early grit1:17 Kelsi’s organic social media growth and building a large following2:14 Kelsi’s experience living in apartments and parking stories4:52 Music preferences and how music motivates Kelsi10:05 Caffeine habits: Kelsi’s love for coffee and daily routines13:03 Kelsi’s journey: moving around the U.S., adaptability, and early independence17:57 First job in real estate and lessons from property management19:58 Building a career in recruiting, mentorship, and ambition26:11 Recruiting and hiring strategies at Corey Executive Recruiting29:19 Understanding and evaluating company culture30:93 Networking as an introvert and building a brand without industry events34:43 Reflections on authenticity, leadership, and sharing your story35:45 Closing remarks and encouragement to share your superpower #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

[0:00] Introduction & Guest WelcomeEvan introduces Katie Ritter and sets the stage for a discussion on resident experience and online feedback.[0:59] Community Boss OverviewBrief overview of Community Boss and its solutions for managing parking and amenities.[1:33] Meet Katie RitterKatie shares her background and how she became involved with Widewail.[1:54] Parking ChallengesDiscussion about the unique challenges of parking in multifamily communities and its impact on resident satisfaction.[2:37] Personal Parking ExperiencesKatie describes her experiences with parking in different living environments (Vermont vs. California).[4:14] Living in Vermont vs. CaliforniaComparison of parking and community dynamics between rural and urban settings.[5:00] Music PreferencesKatie’s favorite music for motivation: Bruce Springsteen, especially "The Rising."[6:45] Coffee PreferencesKatie’s coffee habits and the ritual of preparing coffee.[8:25] Katie's Career JourneyKatie’s path from commercial real estate to coaching and eventually joining Widewail.[11:20] Widewail's Multifamily FocusHow Widewail expanded into the multifamily sector and Katie’s current role.[12:16] Voice of the Resident ReportOverview of Widewail’s annual report analyzing resident reviews using natural language processing.[14:41] Parking in Resident ReviewsParking is rarely mentioned in positive reviews but is a top complaint in negative ones (11% of negative reviews).[19:53] Measuring Resident SatisfactionHow Widewail benchmarks topics like parking across thousands of communities and tracks improvements.[23:45] Future Plans and Data AnalysisPlans to make community-specific data more accessible and useful for benchmarking.[25:07] Understanding Resident FeedbackThe importance of actionable insights over just collecting five-star reviews.[25:37] Benchmarking Against OthersUsing data to compare communities and identify areas for improvement.[26:18] Vendor OpportunitiesHow data can help vendors target communities with specific needs.[26:47] The Future of Review DataThe potential for AI and generative search to summarize and organize review data.[28:20] Authenticity in ReviewsThe importance of transparency, avoiding fake reviews, and building trust.[29:04] Responding to ReviewsWhy personalized, human responses to reviews are more effective than automated ones.[35:20] Automating Review RequestsHow Widewail automates review requests and responses for consistent feedback.[36:29] Actionable Data InsightsDelivering actionable reports to clients to improve resident experience.[37:33] Measuring ImpactTracking improvements and making customer-led decisions using data.[38:11] Goals for 2025Plans for more in-person events and a second, more actionable Voice of the Resident report.[39:22] Supplier PartnershipsThe value of Widewail’s data for vendors and suppliers.[41:10] Community InsightsAnalyzing feedback by lifecycle stage (tour, renewal, move-in/out, maintenance).[44:29] The Importance of TrustOnline reviews as a foundation for trust and social proof in multifamily housing.[46:12] Closing & Podcast PlugKatie plugs Widewail’s podcast "Feedback Fatigue" and Evan invites listeners to participate in Boss Talks. #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

Timestamps & Topics0:00 – Introduction: Meet Darcy Bixby and the episode’s focus on positivity and authenticity.0:59 – Community Boss & Parking Boss: Solutions for parking and property management.1:32 – Welcoming Darcy: Darcy’s background and the importance of dance and positivity.2:28 – Parking Stories: Darcy’s take on parking challenges and the value of partnerships.5:05 – Music Preferences: Darcy’s eclectic taste and how music energizes her day.6:58 – Coffee Talk: Morning routines, coffee habits, and the power of sugar.9:08 – Darcy’s Origin Story: How she stumbled into property management and built a career.10:49 – The Role of a Regional Manager: Supporting onsite teams and the value of empathy.12:59 – Pandemic Insights: Lessons learned and the importance of staying relevant.15:07 – Industry Connections: The tight-knit world of property management.17:46 – Encouraging Careers: Advice for those considering property management.19:19 – Empathy & Customer Relations: The emotional side of working with residents.22:49 – The Power of Positivity: Why Darcy dances and hypes people up.25:37 – Critical Conversations: Balancing encouragement with honesty and transparency.27:14 – The Role of Dance: How daily dance routines began and their impact.29:34 – Social Media & Authenticity: Overcoming criticism and embracing vulnerability.33:36 – Fitness & Healing: How dance transformed Darcy’s body and spirit.36:44 – Leading with Dance: Bringing positivity and movement to her teams.45:36 – Final Thoughts: Dance demonstration and closing remarks.Notes & Highlights“Dance brings a smile to your face, brings positivity and energy.”Darcy’s career in property management began by chance but became a lifelong passion.Empathy and a love for people are essential for success in the industry.The pandemic reinforced the importance of onsite teams and staying connected.Darcy uses dance and creativity as daily self-motivation and to inspire others.“Being authentic and vulnerable takes a lot of bravery and courage.”Social media can be a platform for positivity, but also brings critics—Darcy encourages focusing on the good.Dance became a form of healing, helping Darcy with self-worth, boundaries, and joy.“If you don’t like to dance, still use creativity in some way.”Leading with encouragement and transparency helps teams thrive, even through tough conversations.“We see the greatness in others and try to bring the greatness out, but the rest is up to them.”For more, connect with Darcy on Facebook to see her daily dance posts and positivity in action! #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

Show Notes & Timestamps[0:00] Introduction and Guest WelcomeEvan introduces the show and welcomes Maddie Patrick.[0:18] Introducing Maddie PatrickMaddie’s background, family support, and excitement for the show.[1:16] Community Boss SolutionsBrief mention of Community Boss’s solutions for parking and amenities.[1:52] Maddie’s Background and ExcitementMaddie’s family, festive background, and first podcast experience.[3:23] Parking Stories and ChallengesMaddie shares a memorable parking story from her early career.[7:13] Music PreferencesMaddie’s favorite songs and what motivates her.[8:19] Coffee and Caffeine HabitsDiscussion about coffee preferences and office caffeine culture.[11:29] Audience InteractionShoutouts to friends and family watching live.[11:48] Maddie’s Journey in the IndustryHow Maddie started in property management and her career path.[12:45] Starting in Property ManagementEarly roles, learning the business, and career progression.[17:03] Importance of Maintenance TeamsThe critical role of maintenance in property operations.[18:34] Customer Service and RetentionWhy customer service and timely maintenance are key to resident retention.[19:01] Creating Smooth OperationsMaddie’s approach to building unity and smooth operations in challenging assets.[19:53] Team Unity and CommunicationFostering teamwork and communication across teams.[20:56] Portfolio Management ChallengesTurning around a struggling portfolio through team collaboration.[21:50] Turning Things Around with a Positive AttitudeThe impact of positivity and teamwork on property performance.[22:45] The Importance of Teamwork and TeachabilityCoaching, teachability, and supporting team members.[23:36] Credentials and Their ImpactThe value of industry credentials and ongoing education.[24:44] Advocacy and Involvement in AssociationsThe importance of advocacy and getting involved in industry associations.[25:26] Ways to Get Involved Beyond Board MembershipOther ways to participate and grow in the industry.[25:56] Next Generation LeadershipOpportunities for leadership and committee involvement.[26:12] Creating Your Own Path in the IndustryNon-traditional career paths and finding your niche.[27:31] Empowering Teams for Long-Term GrowthEmpowering teams, mentoring, and supporting professional growth.[29:24] The Role of AI in the IndustryHow AI is changing property management and industry operations.[31:25] Serving as a Board MemberMaddie and Evan discuss their experiences and perspectives on board service.[33:24] The Importance of Speaking UpAdvocating for others and the value of speaking up in leadership roles.[35:20] Building Cohesion on the BoardCreating a collaborative and respectful board culture.[36:39] Board Retreat InsightsInsights from a recent board retreat and planning for the future.[38:08] Getting Active in the IndustryEncouragement to get involved, pursue education, and embrace the industry.[43:07] Conclusion and Final ThoughtsFinal thanks, inspiration for listeners, and invitation to future guests.Key Topics:Maddie’s career journey and leadership lessonsThe importance of teamwork and communicationCustomer service and resident retentionProfessional development and industry credentialsGetting involved in industry associationsAdapting to technology and AI in property managementEmpowering teams for growthConnect with the Show:Interested in being a guest? Reach out to Evan to share your story on Boss Talks! [email protected] #bosstalks*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.