Everything Costs More. What Smart Operators Are Doing About It with Matt Herren

Everything Costs More. What Smart Operators Are Doing About It with Matt Herren

Everything is getting more expensive—but does protecting your NOI really mean cutting costs? In this episode of The Property Playbook, Rory Anderson welcomes back multifamily maintenance expert Matt Herren to unpack one of the biggest challenges facing apartment owners and operators today: controlling operating expenses without sacrificing resident experience or long-term asset value. With labor shortages, rising material costs, and increasing vendor pricing putting pressure on every property budget, Matt shares a different perspective. Instead of simply asking, "Where can we spend less?" he challenges operators to ask, "Why are we spending this money in the first place?" Together, Rory and Matt explore practical, real-world strategies to reduce maintenance costs by improving operational systems—not by cutting corners. In this episode, you'll learn: * Why maintenance should be viewed as an investment strategy instead of a cost center * How the "Eyes Up" maintenance philosophy helps teams identify costly problems before they become expensive emergencies * The biggest mistakes owners make when trying to reduce operating expenses * How to audit vendor contracts and eliminate hidden waste * Which maintenance services should stay in-house—and which should always be outsourced * Why the traditional "one maintenance technician per 100 units" benchmark no longer fits today's multifamily landscape * How mentorship and training create stronger maintenance teams while reducing long-term costs * The simple maintenance systems that improve resident satisfaction, increase renewals, and protect NOI Whether you're an owner, asset manager, regional manager, property manager, or maintenance supervisor, this conversation is packed with actionable ideas that can improve operations, preserve property value, and help your team work smarter in today's challenging economy. If you enjoyed this episode, be sure to subscribe to The Property Playbook, leave a review, and share this conversation with someone on your operations or maintenance team. CHAPTERS 00:14 Introduction to Rising Costs in Property Management 02:09 The Importance of Maintenance as an Investment Strategy 05:40 Understanding the Drivers of Increased Operating Expenses 08:16 Misconceptions About Reducing Operating Costs 11:49 Strategies for Reducing Maintenance Spending 15:42 The Role of Mentorship in Property Management 20:06 The 'Eyes Up' Maintenance Philosophy 25:15 The Importance of Fresh Perspectives in Maintenance 29:40 Vendor Management and Cost Efficiency 32:21 Outsourcing vs. In-House Services 39:42 Training and Knowledge Transfer in Maintenance 45:40 Rethinking Maintenance Metrics and Strategies CONTACT OUR GUEST Matt Herren ops@facilitech-pros.com [ops@facilitech-pros.com] facilitech-pros.com [http://facilitech-pros.com] KEYWORDS * Multifamily property management * Apartment maintenance * Multifamily operations * Multifamily asset management * NOI improvement * Reducing operating expenses * Maintenance cost reduction * Apartment maintenance best practices * Maintenance team training

Multifamily Marketing Revolution with Alex Mehraban

Most apartment marketing isn't failing because of budget. It's failing because nobody is asking the right questions. In this episode of The Property Playbook, Rory Anderson sits down with marketing strategist Alex Mehraban, a multifamily marketing leader whose career spans finance, accounting, business development, branding, digital advertising, and operations. After working across industries including motorsports, aviation, luxury real estate, ecommerce, and multifamily housing, Alex brings a fresh perspective to an industry that often relies on outdated marketing practices. Together, Rory and Alex unpack some of the biggest misconceptions in apartment marketing today, including overreliance on ILS platforms, the dangers of blindly trusting marketing vendors, and why many operators are spending thousands of dollars without truly understanding where their leads are coming from. Alex shares the eye-opening moment that made her question the way multifamily approaches marketing, why ownership groups should think differently about first-party data, and how strong branding can dramatically impact leasing performance and resident perception. The conversation also dives into the evolving role of AI in multifamily marketing, where artificial intelligence can be a valuable tool—and where it can lead teams in the wrong direction. Alex explains why understanding demographics, resident behavior, customer journeys, and local market nuances still requires human insight and strategic thinking. You'll also learn: • The biggest marketing mistakes apartment owners and operators make • Why every property should have its own brand strategy • How to think about ILS platforms, organic traffic, paid advertising, SEO, social media, and AI • The systems and processes high-performing marketing teams use to stay accountable • How ownership groups can better evaluate marketing performance • The importance of thinking like an owner when making marketing decisions • What Alex would do first if she inherited a struggling 150-unit apartment community • Why leadership, empathy, and accountability matter just as much as marketing strategy The best operators aren't always the ones with the biggest budgets. They're the ones who stay curious, question assumptions, and never stop looking for a better way. CHAPTERS 00:00 Introduction to Alex Mehraban's Unique Background 02:46 Fresh Perspectives on Multifamily Marketing 05:45 The Gap in Multifamily Marketing Strategies 08:19 Aha Moments in Multifamily Marketing 11:01 The Importance of Accountability in Marketing 13:50 Building a Strong Marketing Team 16:45 In-House Marketing vs. Third-Party Agencies 19:15 Understanding Property Demographics 22:22 The Role of Branding in Multifamily Marketing 24:49 Systems and Processes for High-Level Execution 27:37 Advice for Structuring a Marketing Team 34:42 Understanding Financial Metrics in Property Management 38:44 The Importance of Team Communication 41:26 Navigating Marketing Complexities 50:43 Conducting Effective Audits for Property Marketing 55:43 Consulting and Bridging Communication Gaps 01:00:11 Leading with Empathy in Business CONTACT OUR GUEST: LINKED IN ALEX MEHRABAN [https://www.linkedin.com/in/ajs2733/] EMAIL: alexjs2733@gmail.com [alexjs2733@gmail.com] KEYWORDS * Multifamily marketing * Apartment lead generation * Multifamily SEO * Apartment leasing strategy * Multifamily digital marketing * Multifamily AI marketing * Property management

Free Pizza! and the BEST Resident Retention Tips with Marina Cantu

A free pizza on move-in day. A maintenance walkthrough. A simple phone call. The little things residents remember most are rarely the expensive ones. People don't lease apartments. They lease relationships. In this episode of The Property Playbook, Rory Anderson sits down with Marina Cantu, Resident Experience Director at Elliron Residential, to explore what truly separates great apartment communities from average ones—and why resident experience starts long before move-in day. With more than 12 years of multifamily experience spanning onsite operations and corporate leasing strategy, Marina shares practical lessons that every leasing consultant, property manager, and multifamily leader can apply immediately. You'll learn why phone skills still matter in a digital world, the most common mistakes leasing agents make during tours, and how simple discovery questions can dramatically improve leasing conversions. Marina also shares innovative resident engagement ideas that have generated stronger community connections and higher resident satisfaction, including move-in pizza partnerships with local businesses, resident networking events, dog spa days, painting classes, passport-themed neighbor meet-and-greets, and creative summer activities that turn apartment communities into places people genuinely want to call home. In this episode you'll learn: • The foundational skills every successful leasing professional must master • Common mistakes leasing agents make during tours and phone calls • Why communication is the most important skill in property management • How to create a move-in experience residents never forget • Creative resident event ideas that strengthen community culture • Practical ways to improve resident retention and satisfaction • Leadership lessons learned during Hurricane Harvey • Why boutique company cultures often create stronger employee engagement • How collaboration across the multifamily industry benefits everyone • The leadership principle Marina uses to build trust and accountability CHAPTERS 00:00 Introduction to Marina Cantu and Her Journey 05:58 Navigating Challenges: Lessons from Hurricane Harvey 11:09 Leasing 101: Foundational Skills for Success 16:43 The Importance of Phone Skills in Leasing 22:05 Creating a Seamless Move-In Experience 27:25 Building Approachability and Trust in Leasing Offices 31:21 Building Community Through Events 37:05 The Importance of Leadership Visibility 39:15 Collaboration in the Property Management Industry 43:05 Lessons Learned from Multifamily Living 45:37 Leading by Example in Leadership CONTACT OUR GUEST: MARINA CANTU https://www.linkedin.com/in/marinaleecantu/ [https://www.linkedin.com/in/marinaleecantu/] KEYWORDS * Multifamily Property Management * Resident Experience * Apartment Leasing * Leasing Consultant Training * Resident Retention * Multifamily Leadership * Property Management Podcast * Apartment Community Management * Leasing Best Practices * Multifamily Operations * Property Manager Leadership * Resident Engagement Ideas * Apartment Marketing * Customer Service in Multifamily * Team Culture and Leadership

Why Multifamily Needs to Steal This From Marriott with Janice Szymanski

What if the biggest competitive advantage in multifamily property management isn't better amenities...but better human connection? In this powerful episode of The Property Playbook, Rory Anderson sits down with Janice Szymanski-Dizuzio, Vice President of Learning & Development at Bryten Real Estate Partners, to unpack the leadership, hospitality, and operational principles that create unforgettable resident experiences — and stronger property performance. Drawing from her background with Marriott International and years in multifamily leadership, Janice explains why today’s best property managers must stop thinking like landlords and start thinking like hospitality professionals. From anticipating resident needs before they arise to building loyalty through small, intentional moments, this conversation is packed with practical insights that property managers, leasing teams, regional leaders, and ownership groups can apply immediately. Rory and Janice dive into: * Why resident experience directly impacts retention and occupancy * The hospitality principles multifamily teams should “steal” from Marriott and Ritz-Carlton * How empathy and anticipation create stronger communities * The importance of leadership visibility and coaching in property management * Why financial acumen separates good property managers from great ones * How to train leasing teams with clear expectations and measurable KPIs * Low-cost resident event ideas that actually improve retention * The “WETCO” qualities every multifamily company should hire for: warmth, empathy, teamwork, conscientiousness, and optimism * How daily habits and small interactions shape company culture and online reputation Whether you’re an onsite manager, asset manager, leasing consultant, regional supervisor, or multifamily owner, this episode will challenge you to rethink what truly drives resident loyalty, team culture, and operational success in today’s rental market. If you’re serious about improving resident satisfaction, building stronger teams, and becoming a better leader in multifamily operations, this is an episode you won’t want to miss. CHAPTERS 00:00 Introduction to Customer Experience in Multifamily 02:18 Understanding Resident Satisfaction and Retention 08:21 The Impact of Hospitality on Property Management 13:50 The Importance of Wet Co Qualities 19:44 Innovative Resident Events and Community Engagement 26:02 Business Acumen in Property Management 30:30 The Importance of Practical Learning in L&D 30:58 Financial Acumen for Property Managers 32:10 Understanding Revenue Distribution in Property Management 33:25 Empathy in Community Management 34:53 Prioritizing Financial Decisions in Property Management 37:49 The Role of Performance Metrics in Team Development 44:06 The Importance of Clear Expectations and Training 50:54 Leadership and Continuous Learning TO CONTACT OUR GUEST: janice.szymanski@livebryten.com [janice.szymanski@livebryten.com] KEYWORDS * Multifamily property management * Resident experience * Resident retention strategies * Multifamily operations * Hospitality in multifamily * Community manager leadership * Multifamily customer service * Property management best practices * Multifamily team culture * Apartment leasing strategies * Resident satisfaction * Property management training * Multifamily leadership podcast

How Great Property Managers Build Trust Without Micromanaging with Michelle Gonzales

In this powerful episode of The Property Playbook, Rory Anderson sits down with multifamily leader Michelle Gonzales for an honest conversation about leadership, accountability, resilience, and what truly creates great teams in property management. Michelle has worked her way through every level of the industry—from leasing agent to Regional Manager—and shares the hard-earned lessons that shaped her leadership style along the way. From managing distressed Class C communities and luxury lease-ups to navigating a life-changing brain surgery diagnosis in the middle of her career, Michelle opens up about the moments that completely transformed her perspective on customer service, hospitality, and leading people well. Together, Rory and Michelle unpack: * What “trust but verify” really means in leadership * Why accountability should empower teams—not intimidate them * The difference between micromanaging and coaching * How hospitality principles can dramatically improve leasing performance * Why property managers should study what competitors do RIGHT * The leadership mindset that builds trust with residents and teams alike * How curiosity can become one of the greatest growth tools in your career Michelle also shares practical leasing and operational strategies, including the “5-to-15 Rule” for customer interaction, how one leasing consultant improved conversion from 8% to 53% in a single week, and why people—not amenities—are often the true competitive advantage in multifamily. Whether you’re a leasing professional, property manager, regional leader, asset manager, or multifamily operator, this episode is packed with real-world leadership lessons and actionable takeaways you can immediately apply to your teams and communities. If you enjoyed this episode, make sure to subscribe, leave a review, and share it with someone in the multifamily industry who could benefit from the conversation. CHAPTERS: 00:00 Introduction to Michelle Gonzalez's Journey 02:53 Overcoming Adversity: A Personal Story 05:35 Lessons from Different Roles in Property Management 08:09 The Importance of Customer Service in Property Management 10:55 Understanding the Business: The Role of a Regional Manager 13:18 Navigating Misconceptions in Hiring 16:04 Transitioning Back to On-Site Management 18:22 Trust but Verify: A Leadership Philosophy 20:51 Coaching and Accountability in Leadership 24:08 Understanding Conversion Challenges 26:37 The Importance of Accountability 31:00 Healthy Competition in Property Management 38:36 Non-Negotiable Practices for Property Managers 41:34 Leading with Curiosity in Leadership Keywords: Multifamily property management, apartment leasing, property management leadership, multifamily operations, leasing conversion, accountability in leadership, hospitality in property management, regional manager multifamily, customer service in leasing, apartment operations, leadership development, multifamily investing, leasing agent training, resident experience, property manager tips