Customer Support
Blog
As a real estate owner or operator, if you haven’t been asked about ESG yet, you will be soon. Environmental, social, and governance (ESG) policies, processes, and programs are increasingly viewed as a proxy for good management. ESG efforts often reduce risk and enhance engagement with tenants, residents, employees, community leaders, and investors. As such,… Read More »
Read More
Environmental, Social, and Governance (ESG) is coming at us like a tsunami, according to the top economist at a leading U.S. real estate investment services firm who spoke at a real estate industry conference in January. If you thought 2020 and 2021 were critical years for ESG in real estate, 2022 will be the year… Read More »
Read More
Resident behaviors shifted significantly in 2021 as the pandemic led millions to remote work and rethink where to live. Creating more space and specialized amenities enabled apartment operators to thrive, according to the Grace Hill/NMHC 2022 Renter Preferences Survey Report, which featured input from 221,000 renters living in 4,564 communities nationwide, with data available in… Read More »
Read More
As the level of hacker sophistication advances, apartment companies must remain vigilant with consistent employee training and monitoring. Remote work has become commonplace at the corporate level for many national apartment operators. And while security protocols might have been in place for years – even before the pandemic – wise companies are re-evaluating their policies… Read More »
Read More
Resident satisfaction and renewal rates are primary drivers in property performance. While several factors go into those particular data points, multifamily operators looking to improve resident retention may want to first focus their efforts on employee satisfaction. It may sound secondary, or even backward, but there is an undeniable correlation between associate turnover and resident… Read More »
Read More
Companies exploring learning management systems (LMS) find Grace Hill to be a comprehensive solution that helps them expand their learning objectives for employees across their workforce. By adding Grace Hill’s PolicyPartner, which provides a library of customizable policies and procedures, and Validate, its mystery shopping component, to a traditional online learning mix, customers experience more… Read More »
Read More
The apartment industry is certainly “all in” when it comes to providing an optimal resident experience. And why shouldn’t it be? Renting as a lifestyle choice has never been more desirable, and rising rents and strong occupancy are driving performance. But facing one of the toughest job markets they’ve ever seen, apartment operators today are… Read More »
Read More
To say Housing Credit compliance is difficult would be an understatement. There is so much to learn, comprehend, and execute, and the rules are just plain complicated. Add in the state-specific rules, numerous gray areas, and the likelihood of other programs being on your property, and you have the potential for overwhelmed employees and stressed-out… Read More »
Read More
If you’ve been faithfully following our series about missteps in multifamily mystery shopping (and if you haven’t, here’s Misstep #1, Misstep #2, and Misstep #3), you should be feeling pretty confident that you’ve got this mystery shopping thing figured out. Not so fast. There’s another misstep we see a lot that negatively impacts your mystery… Read More »
Read More
Pause for just a minute. Think about everything you’ve poured your valuable time and budget into: targeted marketing programs; detailed onboarding and mentoring; and developing policies, procedures, and training to better enable your teams and create more loyal customers. Spending more on a mystery shopping program to assess, test, and improve standards is a good… Read More »
Read More
If your company is like so many others, you’ve invested countless hours, dollars, and brain cells building a vibrant corporate culture. That’s because you know a winning corporate culture is inextricably tied to more revenue, higher profits, and 5-star customer satisfaction. So why would you risk all that with a mystery shopping program that makes… Read More »
Read More
Multifamily mystery shopping needs a makeover — stat. We at Grace Hill found out first-hand. After more than 20 years of collaborating with multifamily leaders, we’ve discovered that a lot of property management organizations have a skewed perception of mystery shopping. Many are less than satisfied with the results—not to mention the fact that the… Read More »
Read More