Innovation on Purpose: Erin Mahone on Standardization, Hospitality, and the Future of Multifamily (Boss 133)

Innovation on Purpose: Erin Mahone on Standardization, Hospitality, and the Future of Multifamily (Boss 133)

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.

Evictions, Supplier Inclusion, Authentic Marketing, and the Hemline/Lipstick Index with Liz Newkirk

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.

Boss Talks Ep. 131: Ricky McRoy on Operations Leadership, Association Advocacy, and Overcoming Adversity

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.

From Dirty Chai to Company Culture: Desiree Starr (Boss 130) on Learning, Laughter, and Leadership

* [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 & SUBSCRIBE * YouTube: Boss Talks on YouTube [https://www.youtube.com/@boss-talks] * Apple Podcasts: Boss Talks on Apple Podcasts [https://podcasts.apple.com/us/podcast/boss-talks/id1650012791] 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 [https://communityboss.com/]. #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.

Danny Fuston (Boss 129) From Parking Nightmares to Student Housing Success: Facility Management Wisdom

* 0:00 Introduction & Welcome Evan introduces the show and guest, Danny Fuston. * 1:09 Guest Background Danny’s experience in student, senior, and conventional housing. * 1:29 Importance of Facility Management Why facility management is crucial for happy communities. * 2:19 Parking Stories & Challenges Hilarious and challenging parking situations, including a truck stuck under a garage. * 7:13 Danny’s Passion for Student Housing What makes student housing unique and rewarding. * 8:01 Recruiting & Training Students How Danny recruits students for turn season and the benefits for both sides. * 9:16 Learning Practical Skills Teaching students and staff valuable skills like painting and maintenance. * 12:41 Leadership, Empathy & Faith Danny’s approach to leadership, empathy, and how his faith shapes his work. * 16:21 Using Technology in Property Management Tools like Yardi, Salesforce, and Power BI for efficient operations. * 18:41 Preventing Water Damage & Facility Upgrades Innovations to prevent costly water damage and improve resident experience. * 22:06 Housing Market & Cost of Living Reflections 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 & SUBSCRIBE * YouTube:  Boss Talks on YouTube [https://www.youtube.com/@boss-talks] * Apple Podcasts:  Boss Talks on Apple Podcasts [https://podcasts.apple.com/us/podcast/boss-talks/id1650012791] 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 [https://communityboss.com/]. #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.