Show Notes & Timestamps

[0:10] Introduction and Guest Welcome

Evan introduces Laurel Zacher and previews the episode’s focus.

[1:06] Community Boss Overview

Overview of Community Boss solutions for managing parking, amenities, and mapping.

[1:44] Laurel’s Background & Journey

Laurel’s career path: onsite roles, service partner, and corporate marketing leadership.

[2:20] Career Growth in Multifamily

The value of experience on both the service and corporate sides.

[3:41] Negotiation Tips and Insights

Laurel’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 Communities

Parking as a pain point; importance of understanding local needs and using data.

[8:41] Marketing and Accessibility

Market features like air conditioning, even if “everyone has it.”

Make information accessible: captions, alt tags, and clear descriptions.

[10:42] Personal Questions: Music and Coffee

Laurel’s favorite motivational music and coffee order.

[14:31] Introduction to Multifamily Marketing Truths

Transition 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Many multifamily websites are outdated or not user-friendly.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 Experience

Make 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 Data

Most 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 Strategies

Average 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 Weapon

Reviews 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 Reality

Don’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 Thoughts

Avoid 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 Happel
• [0:16] Meet Kelsi Corey and her background in staffing and executive recruiting
• [0:31] Starting Corey Executive Recruiting and Kelsi’s early grit
• [1:17] Kelsi’s organic social media growth and building a large following
• [2:14] Kelsi’s experience living in apartments and parking stories
• [4:51] Music preferences and how music motivates Kelsi
• [10:05] Caffeine habits: Kelsi’s love for coffee and daily routines
• [13:03] Kelsi’s journey: moving around the U.S., adaptability, and early independence
• [17:57] First job in real estate and lessons from property management
• [19:58] Building a career in recruiting, mentorship, and ambition
• [26:11] Recruiting and hiring strategies at Corey Executive Recruiting
• [29:19] Understanding and evaluating company culture
• [30:93] Networking as an introvert and building a brand without industry events
• [34:43] Reflections on authenticity, leadership, and sharing your story
• [35:45] Closing remarks and encouragement to share your superpower

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*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 Welcome
  Evan introduces Katie Ritter and sets the stage for a discussion on resident experience and online feedback.
• [0:59] Community Boss Overview
  Brief overview of Community Boss and its solutions for managing parking and amenities.
• [1:33] Meet Katie Ritter
  Katie shares her background and how she became involved with Widewail.
• [1:54] Parking Challenges
  Discussion about the unique challenges of parking in multifamily communities and its impact on resident satisfaction.
• [2:37] Personal Parking Experiences
  Katie describes her experiences with parking in different living environments (Vermont vs. California).
• [4:14] Living in Vermont vs. California
  Comparison of parking and community dynamics between rural and urban settings.
• [5:00] Music Preferences
  Katie’s favorite music for motivation: Bruce Springsteen, especially "The Rising."
• [6:45] Coffee Preferences
  Katie’s coffee habits and the ritual of preparing coffee.
• [8:25] Katie's Career Journey
  Katie’s path from commercial real estate to coaching and eventually joining Widewail.
• [11:20] Widewail's Multifamily Focus
  How Widewail expanded into the multifamily sector and Katie’s current role.
• [12:16] Voice of the Resident Report
  Overview of Widewail’s annual report analyzing resident reviews using natural language processing.
• [14:41] Parking in Resident Reviews
  Parking is rarely mentioned in positive reviews but is a top complaint in negative ones (11% of negative reviews).
• [19:53] Measuring Resident Satisfaction
  How Widewail benchmarks topics like parking across thousands of communities and tracks improvements.
• [23:45] Future Plans and Data Analysis
  Plans to make community-specific data more accessible and useful for benchmarking.
• [25:07] Understanding Resident Feedback
  The importance of actionable insights over just collecting five-star reviews.
• [25:37] Benchmarking Against Others
  Using data to compare communities and identify areas for improvement.
• [26:18] Vendor Opportunities
  How data can help vendors target communities with specific needs.
• [26:47] The Future of Review Data
  The potential for AI and generative search to summarize and organize review data.
• [28:20] Authenticity in Reviews
  The importance of transparency, avoiding fake reviews, and building trust.
• [29:04] Responding to Reviews
  Why personalized, human responses to reviews are more effective than automated ones.
• [35:20] Automating Review Requests
  How Widewail automates review requests and responses for consistent feedback.
• [36:29] Actionable Data Insights
  Delivering actionable reports to clients to improve resident experience.
• [37:33] Measuring Impact
  Tracking improvements and making customer-led decisions using data.
• [38:11] Goals for 2025
  Plans for more in-person events and a second, more actionable Voice of the Resident report.
• [39:22] Supplier Partnerships
  The value of Widewail’s data for vendors and suppliers.
• [41:10] Community Insights
  Analyzing feedback by lifecycle stage (tour, renewal, move-in/out, maintenance).
• [44:29] The Importance of Trust
  Online reviews as a foundation for trust and social proof in multifamily housing.
• [46:12] Closing & Podcast Plug
  Katie plugs Widewail’s podcast "Feedback Fatigue" and Evan invites listeners to participate in Boss Talks.

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*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: 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.

• “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!

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*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 Welcome
  • Evan introduces the show and welcomes Maddie Patrick.
• [0:18] Introducing Maddie Patrick
  • Maddie’s background, family support, and excitement for the show.
• [1:16] Community Boss Solutions
  • Brief mention of Community Boss’s solutions for parking and amenities.
• [1:52] Maddie’s Background and Excitement
  • Maddie’s family, festive background, and first podcast experience.
• [3:23] Parking Stories and Challenges
  • Maddie shares a memorable parking story from her early career.
• [7:13] Music Preferences
  • Maddie’s favorite songs and what motivates her.
• [8:19] Coffee and Caffeine Habits
  • Discussion about coffee preferences and office caffeine culture.
• [11:29] Audience Interaction
  • Shoutouts to friends and family watching live.
• [11:48] Maddie’s Journey in the Industry
  • How Maddie started in property management and her career path.
• [12:45] Starting in Property Management
  • Early roles, learning the business, and career progression.
• [17:03] Importance of Maintenance Teams
  • The critical role of maintenance in property operations.
• [18:34] Customer Service and Retention
  • Why customer service and timely maintenance are key to resident retention.
• [19:01] Creating Smooth Operations
  • Maddie’s approach to building unity and smooth operations in challenging assets.
• [19:53] Team Unity and Communication
  • Fostering teamwork and communication across teams.
• [20:56] Portfolio Management Challenges
  • Turning around a struggling portfolio through team collaboration.
• [21:50] Turning Things Around with a Positive Attitude
  • The impact of positivity and teamwork on property performance.
• [22:45] The Importance of Teamwork and Teachability
  • Coaching, teachability, and supporting team members.
• [23:36] Credentials and Their Impact
  • The value of industry credentials and ongoing education.
• [24:44] Advocacy and Involvement in Associations
  • The importance of advocacy and getting involved in industry associations.
• [25:26] Ways to Get Involved Beyond Board Membership
  • Other ways to participate and grow in the industry.
• [25:56] Next Generation Leadership
  • Opportunities for leadership and committee involvement.
• [26:12] Creating Your Own Path in the Industry
  • Non-traditional career paths and finding your niche.
• [27:31] Empowering Teams for Long-Term Growth
  • Empowering teams, mentoring, and supporting professional growth.
• [29:24] The Role of AI in the Industry
  • How AI is changing property management and industry operations.
• [31:25] Serving as a Board Member
  • Maddie and Evan discuss their experiences and perspectives on board service.
• [33:24] The Importance of Speaking Up
  • Advocating for others and the value of speaking up in leadership roles.
• [35:20] Building Cohesion on the Board
  • Creating a collaborative and respectful board culture.
• [36:39] Board Retreat Insights
  • Insights from a recent board retreat and planning for the future.
• [38:08] Getting Active in the Industry
  • Encouragement to get involved, pursue education, and embrace the industry.
• [43:07] Conclusion and Final Thoughts
  • Final thanks, inspiration for listeners, and invitation to future guests.

Key Topics:

• Maddie’s career journey and leadership lessons
• The importance of teamwork and communication
• Customer service and resident retention
• Professional development and industry credentials
• Getting involved in industry associations
• Adapting to technology and AI in property management
• Empowering teams for growth

Connect with the Show:

• Interested in being a guest? Reach out to Evan to share your story on Boss Talks! ehappel@communityboss.com

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*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 Welcome
• 0:23 – Meet Sue Vickery
• 0:33 – Sue’s Company and Success Story
• 1:03 – Host Introduction & Community Boss Solutions
• 1:41 – Sue’s Journey to Entrepreneurship
• 2:10 – Parking Problems in Multifamily Housing
• 4:38 – The Importance of Resident Experience & Online Reviews
• 5:06 – Zillow Data: Parking as a Top Resident Concern
• 5:36 – The Myth of Decreasing Parking Demand
• 6:59 – Music Preferences and Motivation
• 8:39 – Cold Brew: The Ultimate Beverage
• 10:14 – Sue’s Career Background
• 11:02 – From Property Management to Acquisitions
• 13:24 – Resident Experience Role at TCR
• 15:04 – Designing for Retention vs. Attraction
• 19:24 – Amenities That Matter (Smart Tech, Showers, Bathtubs, etc.)
• 28:50 – Home Comforts and Daily Appreciations
• 29:38 – Sound Insulation Challenges in Apartments
• 30:22 – Management Expectations and Resident Retention
• 32:04 – The Impact of Concessions on Leasing
• 35:53 – Amenities for Different Property Classes (A, B, C)
• 36:55 – Outdoor Spaces and Modern Amenities
• 38:41 – Functionality Over Aesthetics in Rentals
• 40:14 – Management Preferences vs. Resident Needs
• 41:00 – Package Delivery and Management Practices
• 44:12 – 24/7 Amenities and Resident Satisfaction
• 45:56 – Technology Solutions for Property Management
• 47:46 – Marketing Strategies and Digital Campaigns
• 58:39 – Final Thoughts and Future Episodes

Key Topics Covered:

• Sue’s background in property management, acquisitions, and consulting
• The evolution of resident experience roles in multifamily housing
• Why parking is a top concern for residents (with data from Zillow and online reviews)
• The myth of decreasing parking demand and the reality in most U.S. cities
• The importance of functional amenities over flashy features
• How management preferences can conflict with resident needs
• The impact of pricing, concessions, and digital marketing on resident retention
• Actionable tips for designing communities that attract and retain residents

Notable Quotes:

• “Parking is one of the biggest reasons why people are unhappy—because their friends can’t park.”
• “Zillow data shows that off-street parking is the top feature residents save and share when searching for a new place.”
• “Function is everything. Residents want durable, easy-to-maintain spaces, not just aesthetics.”

Takeaways:

• Focus on amenities and features that residents actually use and value, like parking, storage, and functional layouts.
• Don’t underestimate the impact of parking on resident satisfaction and retention.
• Use data and resident feedback to guide design and management decisions.
• Invest in digital marketing and a strong online presence to attract new residents.

Connect with Sue Vickery:
LinkedIn: Sue Vickery

Carryatid Multifamily Consulting: Website

Connect with Host Evan Happel:
Community Boss: Website

Next Episode:

Boss Talks will return after Thanksgiving. Stay tuned for more industry insights and guest interviews!

#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.

Chapters & Timestamps

• 0:00 Introduction & Guest Welcome
• 1:35 Fun Anecdotes & Icebreakers
• 3:13 Parking Challenges & Community Boss Solutions
• 5:53 Music, Coffee, and Personal Preferences
• 10:35 Seth’s Journey into Promo Marketing
• 14:03 Promo Strategy: Why Swag Needs Purpose
• 22:41 Gamification & Lead Generation at Events
• 32:00 Brand Storytelling & Memorable Campaigns
• 39:57 Cost-Saving Tips & Order Consolidation
• 43:19 Trade Show & Customization Ideas
• 50:20 Final Thoughts & How to Connect

• Be Strategic: Don’t just buy swag—know your audience, your goals, and the story you want to tell.
• Gamify Engagement: Use digital tools and games at events to capture leads and make your booth memorable.
• Personalize and Plan Ahead: Tailor swag to your recipients and plan early to avoid rush fees and “brand fill.”
• Tell Your Story: Use promotional items as a medium for brand storytelling and connection.
• Sustainability Matters: Consider plantable and eco-friendly swag options for a lasting impression.

• “Stop giving out junk. That is part of the way to keep things out of the brand fill.”
• “Promotional items are not always the answer, but they’re a powerful support to your overall messaging.”
• “If you tell people what you’re about, and they like your story, they want to be part of it.”

• Sonic Promos
• Community Boss

Connect with Seth Weiner:
If you need help with promotional marketing or want a consultative approach to your swag strategy, reach out to Seth at Sonic Promos.

Want to be a guest?
Contact Evan Happel to share your story and expertise on Boss Talks!

Thank you for listening to Boss Talks! Subscribe for more episodes and insights on brand marketing, community management, and more.

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*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.

Key Topics & Timestamps:

• 00:00 – Introduction and Guest Welcome
• 01:25 – Joel Zeff’s Background and Move to Dallas
• 01:47 – Kansas City Roots & Chiefs Anecdotes
• 06:27 – Book Announcement: "Make the Right Choice"
• 07:33 – Improv’s Role in Keynotes and Work Culture
• 08:01 – Embracing Change Through Improv
• 09:03 – The Importance of Opportunity and Fulfillment at Work
• 11:24 – Joel’s Transition from Journalism to Comedy
• 12:20 – First Improv Experience with Executives
• 13:05 – Building a Speaking Career Organically
• 15:09 – Joel’s Love for Different Work Cultures
• 16:20 – Focus on Multifamily Industry
• 21:05 – Improv Games and Teamwork
• 25:05 – Empowering Your Team & Effective Communication
• 26:17 – Encouraging Innovation and Problem Solving
• 27:00 – Expanding Possibilities with Improv
• 30:18 – Staying in the Game: Persistence and Success
• 32:33 – Creating Fun and Energy at Work
• 33:12 – Appreciation, Recognition, and Giving Back
• 35:43 – Team Building Activities and Skit Night
• 41:44 – Interactive and Engaging Sessions
• 42:24 – Promoting Connection and Engagement
• 44:29 – Conclusion and Final Thoughts

Guest Links:

• Joel Zeff’s Website: joelzeff.com
• Book: "Make the Right Choice" (Available on Amazon, Barnes & Noble, Porchlight Book Company)

Connect with Host:

• Evan Happel, Community Boss

Takeaways:

• Improv and play can transform workplace culture and boost engagement.
• Embracing change and being present are keys to team success.
• Leaders should focus on opportunity, appreciation, and positive support.
• Team-building activities and fun are essential for connection and fulfillment.

Call to Action:
Enjoyed the episode? Subscribe, rate, and review Boss Talks!
Check out Joel’s book and website for more insights on leadership and workplace culture.

Thank you for listening!

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*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.