# Get Jazzed for Apartmentalize 2026: 5 Can’t-Miss Moments in New Orleans > Apartmentalize is heading to New Orleans, and this year’s Get Jazzed theme couldn’t be more fitting. From big ideas and bold conversations to live music, networking, and unforgettable events, this year’s conference is set to hit all the right notes.… Full Content: Apartmentalize is heading to New Orleans, and this year’s Get Jazzed theme couldn’t be more fitting. From big ideas and bold conversations to live music, networking, and unforgettable events, this year’s conference is set to hit all the right notes. If you’re heading to NOLA next month, here are five things you absolutely need on your Apartmentalize setlist: 1. Make Booth #2201 Your Main Stage 🎺 The expo hall is going to be buzzing, but Booth #2201 is where you’ll want to stop, connect, and experience everything Grace Hill has in store. Our team will be onsite all week showcasing the latest innovations across Grace Hill, Realync, HelloData, KingsleySurveys, and PerformanceHQ — with live demos, giveaways, interactive experiences, photo ops, and plenty of opportunities to talk strategy with our experts. Whether you want to chat about: Resident experience AI and operational performance Leasing and marketing Surveys and reputation management Video engagement Market intelligence …we’re ready to jam. Swing by Booth #2201, grab some swag, and let’s talk multifamily. Want to make sure we connect? Book your meeting ahead of time. 2. Let the Good Times Roll at Taste of NOLA 🍹🎷 Conference networking just hits different in New Orleans. Kick off Apartmentalize with an unforgettable night at Taste of NOLA — an evening packed with classic Louisiana flavors, live jazz, cocktails, giveaways, and a few surprises inside the stunning Grand Oaks Mansion at Mardi Gras World. This is your chance to unwind, reconnect with industry friends, and soak up the spirit of New Orleans before the conference officially kicks into full swing. The Details 📅 Wednesday, June 17th ⏰ 6:30 PM CT 📍 Grand Oaks Mansion at Mardi Gras World 1380 Port of New Orleans Pl New Orleans, LA 70130 🎟️ RSVP Here: https://multifamily.zumper.com/nola Trust us — this one belongs on your playlist. 3. Catch the Sessions Everyone Will Be Talking About 🎤 This year, the Grace Hill team is bringing practical insights, fresh ideas, and real conversations to the Apartmentalize stage. Here are three sessions you won’t want to miss: AI in Action: Daily Wins for Apartment Operations Featuring Krisann Gaiko 📅 Wednesday, June 17, 2026 ⏰ 2:05 PM – 2:55 PM Learn how multifamily teams are using AI to simplify operations and create everyday efficiencies. Keep Climbing — or Don’t: Growth Happens at Every Level Featuring Joe Davis 📅 Thursday, June 18, 2026 ⏰ 8:30 AM – 9:30 AM A refreshing conversation about leadership, growth, and redefining success in multifamily. “Funnel Lab” Live: Experimenting Our Way to Better Marketing Results Featuring Stephanie Anderson 📅 Friday, June 19, 2026 ⏰ 9:00 AM – 9:50 AM A live look at testing, experimentation, and marketing strategies designed to improve leasing performance. 4. Start Your Morning with Purpose at the Apartment Life Prayer Breakfast ☀️ Before the conference energy starts swinging, take a moment to connect and recharge at the Apartment Life Prayer Breakfast. This inspiring event will feature stories and insights from: Clay Hicks, Chief Administrative Officer at Dinerstein Companies Christy Chestnut, Regional Director of Active Adult at Liberty Senior Living 📅 Thursday, June 18 ⏰ 7:00 – 8:00 A.M. 📍 Hilton New Orleans Riverside Quarterdeck Ballroom – Second Floor, Riverside Building 🎟️ RSVP Here: https://apartmentlife.org/naa2026 It’s a meaningful reminder that multifamily is ultimately about people, relationships, and community. 5. Find the Magic Between the Meetings ❤️ Sure, the sessions and events are incredible — but some of the best Apartmentalize moments happen between the scheduled agenda items. The hallway conversations. The unexpected introductions. The brainstorm over coffee and beignets. The ideas sparked during a late-night walk through New Orleans. Pro Tip: Before you land in NOLA, download the official Apartmentalize app and start building your agenda ahead of time. Between the education sessions, networking events, expo hall, and after-hours activities, your schedule fills up fast. Planning ahead makes it easier to hit every must-see moment — including Booth #2201 😉 Apartmentalize is where the multifamily industry comes together to share challenges, celebrate wins, and shape what’s next. And this year, in a city built on music, culture, and connection, it feels even more special. We can’t wait to see you in New Orleans. Come find us at Booth #2201 or schedule a meeting with our team and let’s get jazzed together. Important notes: - Published on: 2026-05-28 09:43:03 - Category: Posts - [Get Jazzed for Apartmentalize 2026: 5 Can’t-Miss Moments in New Orleans](https://gracehill.com/blog/apartmentalize-2026-cant-miss-moments-in-new-orleans/): Apartmentalize is heading to New Orleans, and this year’s Get Jazzed theme couldn’t be more fitting. From big ideas and bold conversations to live music, networking, and unforgettable events, this year’s conference is set to hit all the right notes.… ------------------------- # 3 Ways to Reduce Employee Turnover in Property Management > To reduce employee turnover in property management, multifamily operators don’t need to reinvent their entire approach — but they do need to focus on what works.  Employee turnover remains one of the biggest operational challenges facing multifamily property management companies.… Full Content: To reduce employee turnover in property management, multifamily operators don’t need to reinvent their entire approach — but they do need to focus on what works.  Employee turnover remains one of the biggest operational challenges facing multifamily property management companies. From leasing professionals and maintenance teams to property managers and regional leaders, turnover disrupts operations, impacts resident satisfaction, and drives up costs across your portfolio. According to recent industry benchmarks, turnover increased across most property management roles, putting added pressure on multifamily operators already navigating staffing shortages and rising expectations.  The reality is that many multifamily operators aren’t struggling because they lack effort — they’re struggling because their processes aren’t scalable or consistent across properties. So, how can apartment communities and property management companies retain top talent and build more stable teams? That’s where structured onboarding and performance alignment come in. Let’s break down the strategies that have the biggest impact. Jump to A Section Quick Answer: How To Reduce Employee Turnover in Property Management Why Turnover Is High in Multifamily Property Management 3 Proven Ways to Reduce Employee Turnover The Role of Training in Employee Retention How Multifamily Leaders Can Build a Retention Strategy FAQs About Multifamily Employee Retention Quick Answer: How To Reduce Employee Turnover in Property Management To reduce employee turnover in property management, multifamily operators should: Standardize onboarding across properties and roles. Provide clear, role-based career paths. Deliver consistent performance feedback. Invest in continuous training and development. Use technology to create accountability and visibility. Companies that prioritize these areas consistently see stronger retention, better performance, and more engaged teams. Why Turnover Is High in Multifamily Property Management Turnover in multifamily isn’t just a hiring challenge; it’s a financial one. With an average cost per hire reaching $4,700, frequent turnover quickly adds up, especially across multiple properties and roles.  For multifamily operators, that means more than just recruiting costs. It also includes lost productivity, increased workload for existing teams, and potential impacts on resident satisfaction.  Unfortunately, property managers and leasing professionals often juggle competing priorities — resident satisfaction, occupancy goals, maintenance coordination, and compliance — without always having the structure or support needed to succeed. Some new hires receive structured training, while others are left to “learn as they go.”  However, when expectations aren’t clearly communicated or employees feel unprepared, frustration builds quickly. On top of that, many apartment communities lack defined career paths or consistent training programs. Without a clear vision for advancement, employees are more likely to explore opportunities elsewhere. According to FirstHR, “only 12% of employees say their company does onboarding well.” And research shows that poor onboarding experiences can lead to a 50% higher employee turnover rate. If new hires don’t feel confident and connected in their first few weeks, they’re far less likely to stay long term. 3 Proven Ways to Reduce Employee Turnover Reducing employee turnover in multifamily property management doesn’t require a complete overhaul — but it does require focus on the areas that have the greatest impact. The most successful operators prioritize a few key practices that consistently improve retention across leasing teams, property managers, and maintenance staff.  The following strategies are proven to help stabilize teams, strengthen performance, and create a better employee experience from day one. 1. Improve the Onboarding Experience to Retain Top Talent Employees Onboarding is your first and best opportunity to retain employees. Early and thorough onboarding can make the difference between a leasing professional who feels overwhelmed and one who feels confident, capable, and aligned with your property’s goals. For property management teams, onboarding should go beyond paperwork — it should immerse new hires in your company culture, operational standards, and resident experience expectations. What matters most to your organization?  How will success be measured? What does great performance look like for a property manager, leasing consultant, or maintenance technician? Answering these questions early helps new employees understand their role in the bigger picture. It also demonstrates your company’s investment in their success — something that significantly impacts retention. 2. Create Career Paths for Multifamily Employees Career paths show employees what a future with your company could look like. In industry surveys, career development consistently ranks among the top drivers of retention. In multifamily property management, employees — from entry-level leasing agents to experienced property managers — are far more likely to stay when they see a clear path forward. Career paths should be structured, role-specific, and transparent. They should answer key questions like: Which roles come next if performance is strong? What skills are required to move into different levels and roles, such as from leasing consultant to assistant property manager or from property manager to regional manager? What performance benchmarks determine readiness for a promotion? What training or certifications are needed at each stage? How will progress be communicated and evaluated? When multifamily operators invest in career pathing, they don’t just retain employees — they build stronger internal pipelines and reduce reliance on external hiring. 3. Provide Frequent Feedback Feedback helps employees feel the importance of their contribution to the company. Performance management in property management doesn’t have to be complex, but it does need to be consistent. Leasing professionals want to understand how they’re tracking against occupancy goals. Property managers want clarity on leadership expectations. Maintenance teams want recognition for efficiency and quality of work. Without regular feedback, employees may feel overlooked or uncertain — two major drivers of turnover. The most effective multifamily organizations prioritize: Frequent check-ins (not just annual reviews). Clear performance metrics tied to property goals. Recognition for strong performance. Coaching that supports growth and development. When employees feel seen, supported, and valued, they’re far more likely to stay, and that’s why leading operators are moving toward structured, role-based onboarding pathways. Solutions like Onboarding Pathways in PerformanceHQ help standardize onboarding across properties by clearly defining expectations, required steps, and timelines for every role. Instead of relying on manual processes or inconsistent training, teams can follow a guided, repeatable experience that sets them up for success from day one.  This approach helps: Reduce time to productivity. Ensure compliance and accountability. Create a consistent experience across communities. Improve early-stage employee confidence and engagement. When onboarding is structured and scalable, retention improves naturally. The Role of Training in Employee Retention Training is one of the most underutilized tools for reducing employee turnover in property management. And in an industry where expectations are constantly evolving, ongoing training ensures employees feel confident and capable in their roles. And the impact is measurable: 76% of employees say they are more likely to stay with a company that offers continuous training. For multifamily operators, this means investing in: Ongoing skill development for leasing and sales. Leadership training for property and regional managers. Compliance and operational training. Scenario-based learning for real-world challenges. Training not only improves performance but also builds confidence, engagement, and long-term commitment. How Multifamily Leaders Can Build a Retention Strategy Research from Swift Bunny shows that one in six multifamily employees will leave within the first 90 days. Reducing employee turnover isn’t about a single initiative — it requires a cohesive, intentional strategy. Multifamily leaders should take a step back and evaluate the full employee lifecycle, from hiring to advancement. Where are the friction points? Where are employees disengaging? A strong retention strategy typically includes: Structured onboarding programs across all roles. Clearly defined career paths and promotion criteria. Consistent performance management processes. Investment in training and development platforms. Regular employee feedback and engagement surveys. It’s also important to align retention efforts with business outcomes. High turnover doesn’t just affect staffing — it impacts resident experience, online reputation, and NOI. The most successful property management companies treat retention as a strategic priority, not just an HR function. FAQs About Multifamily Employee Retention 1. What causes high turnover in property management? High turnover is often driven by poor onboarding, lack of career growth opportunities, inconsistent training, and limited feedback. High job demands and unclear expectations also contribute to burnout among property managers and leasing professionals. 2. How can multifamily companies improve employee retention? Multifamily operators can improve retention by investing in structured onboarding, offering clear career paths, providing ongoing training, and creating a culture of consistent feedback and recognition. 3. Why is onboarding important for reducing turnover? Onboarding sets the foundation for employee success. A strong onboarding experience helps new hires feel confident, aligned, and supported — reducing the likelihood of early turnover, which is often the most costly. Summary: How To Reduce Employee Turnover in Property Management Improve onboarding programs Provide clear career paths for employees Offer frequent performance feedback Invest in employee training Create opportunities for advancement Key Takeaway: Companies that invest in structured onboarding, career development, and consistent feedback are significantly more likely to retain high-performing property management employees. Important notes: - Published on: 2026-04-15 08:00:21 - Category: Posts - [3 Ways to Reduce Employee Turnover in Property Management](https://gracehill.com/blog/reduce-employee-turnover-property-management/): To reduce employee turnover in property management, multifamily operators don’t need to reinvent their entire approach — but they do need to focus on what works.  Employee turnover remains one of the biggest operational challenges facing multifamily property management companies.… ------------------------- # Fair Housing Laws in 2026: Compliance Guide, Risks, and Checklist > April is Fair Housing Month, and it’s never too early to brush up on the policies that keep properties humming. As Fair Housing regulations continue to evolve, new challenges and opportunities for multifamily owners and operators are ever-present. Compliance with… Full Content: April is Fair Housing Month, and it’s never too early to brush up on the policies that keep properties humming. As Fair Housing regulations continue to evolve, new challenges and opportunities for multifamily owners and operators are ever-present. Compliance with Fair Housing laws is both a legal requirement and an ethical responsibility. Fair Housing policies have become crucial, and property teams continue to adapt to new regulations and expectations to create more inclusive communities and avoid legal and financial consequences. Jump to a Section Key Fair Housing Policies in 2026 Leveraging Technology for Fair Housing Compliance Fostering Belonging in Communities Navigating Challenges and Consequences of Non-Compliance Checklist for Fair Housing Success Key Fair Housing Policies in 2026 Fair Housing Month this year comes when policies are in a more significant transitional moment than they have been in the past. As changes begin to take effect, fair housing education for multifamily is more imperative now than it has been in years. An aggressive approach to communication and training will ensure that onsite teams are current on regulations and following the most recent policies and procedures for their community. The Fair Housing regulatory landscape continues to evolve, with ongoing changes at the federal level as well as continued activity across state and local jurisdictions. Guidance from the U.S. Department of Housing and Urban Development (HUD) and other agencies may shift over time, including areas related to Affirmatively Furthering Fair Housing (AFFH) and broader housing policy priorities. At the same time, several key areas remain important considerations for housing providers, including: Policies related to the use of criminal history in housing decisions (“ban the box” and similar initiatives in some jurisdictions) Language access expectations, particularly in markets with diverse populations Oversight of technology and screening tools to help prevent unintended bias Disclosure requirements related to environmental risks and property conditions, where applicable Reasonable accommodation processes, including those involving physical, mental, and chronic health conditions Health and safety standards that may vary by jurisdiction Local initiatives that support economic diversity, such as zoning requirements or mixed-income housing programs It is important to note that federal Fair Housing laws establish a baseline, while state and local regulations may expand protections beyond federal requirements. In many areas, additional protected classes—such as source of income, sexual orientation, gender identity, or age—may apply, requiring property teams to stay informed and adapt their policies accordingly. Additionally, as technology continues to play a larger role in property management, housing providers should evaluate how tools such as screening systems, algorithms, and automation are used to support consistent, objective decision-making and to help mitigate the risk of unintended bias. Given this evolving landscape, organizations are encouraged to regularly review their policies, training, and operational practices to ensure alignment with current laws and guidance at all applicable levels. Leveraging Technology for Fair Housing Compliance It’s important to employ systems with the most comprehensive guard rails, continuous legal monitoring, and robust auditing processes. The right technological tools can streamline processes, reduce errors and provide valuable data for decision-making. AI-powered screening tools help eliminate unconscious bias in resident selection by focusing on relevant criteria, and regular audits ensure these systems remain unbiased and practical. In addition, these tools will be valuable for keeping track of critical regulatory and legislative changes. While technology offers numerous benefits, it remains a tool that must be coupled with strong company policies and a genuine commitment to fair housing principles. As we progress through 2026, technology integration in fair housing practices continues to be essential in creating more equitable housing communities. Fostering Belonging in Communities Fostering a sense of belonging in residential communities is a cornerstone of fair housing practices, emphasizing environments where diversity thrives beyond basic legal compliance. Creating a sense of belonging is the sum of many parts. While inclusivity is traditionally thought to be achieved through cultural events that celebrate diverse traditions and promote understanding among residents, property development now incorporates inclusive design principles, such as flexible floor plans and multigenerational amenities that accommodate various abilities and ages. Building communities that foster a sense of belonging requires sustained commitment and creativity. Creating spaces where every resident can thrive should always be a priority. Navigating Challenges and Consequences of Non-Compliance Property managers will always face evolving challenges in Fair Housing, requiring a strategic approach and adaptability. Clear policies are required to balance Fair Housing with community standards. Navigating these challenges demands ongoing education and a proactive stance. By focusing on compliance and seeking expert advice, teams can manage the complex Fair Housing environment. The stakes for Fair Housing violations are higher than ever, and pre-leasing season is the time to make sure your compliance is up to date. Legal consequences include an increased risk of lawsuits, as more accessible legal resources make litigation more common. Financial penalties have also increased, depending on the severity of the violation. Fair Housing violations also pose a risk to reputation leading up to peak leasing season. In today's digital environment, discriminatory incidents can quickly spread via online platforms, damaging a company's brand and making it difficult to attract prospects and retain residents. These consequences impact operations in a competitive market, making Fair Housing compliance crucial for property teams. 💡Check out the Top 10 Fair Housing Mistakes Checklist for Fair Housing Success Teams need a comprehensive checklist of fair housing regulations and how they function at the community level to ensure compliance and foster inclusion. Following this checklist helps create inclusive communities while maintaining compliance, and consistent implementation ensures that properties lead in promoting equitable housing. Implementing fair housing practices in 2026 requires a proactive and comprehensive approach. Property managers must integrate these practices into daily operations and organizational culture. The following is a policy and procedure checklist to help teams get started. You can also reference this free fair-housing tool kit here. Policy Checklist Policies should make it clear to employees that treating applicants or residents differently based on membership in a protected class is prohibited. Ensure your sexual harassment policy lists prohibited behaviors and includes multiple avenues for reporting. Assistance animals are not pets, so be sure to have policies specific to assistance animals that are separate from pet policies. Evaluate company policies for any unintentional preferential or negative effect they could have on groups protected by federal, state, and local Fair Housing law. Create a policy that encourages employees to come forward if they witness or become aware of sexual harassment or other forms of illegal discrimination taking place. Review your screening policies, particularly those relying on automated systems, to ensure they comply with federal, state, and local laws. Assess policies and procedures for dealing with “nuisances” as defined by local nuisance ordinances and evaluate whether they comply with the Fair Housing Act (FHA). Procedure Checklist Apply policies equally to all residents; avoid any preferential treatment. Train employees how to avoid discriminating against a protected class (race, color, national origin, religion, sex, disability, and familial status), including ways they might discriminate unknowingly. Advise employees against using any language, written or spoken, that could be construed as discouraging someone from leasing based on their protected class. Apply rules about religious gatherings consistently, fairly, and equally. Consult legal counsel before evicting a resident who has accused your company of discrimination or harassment, regardless of the reason for eviction or whether the accusation was made directly to you or the authorities. Ensure that training clearly addresses the types of behaviors that could be sexual harassment. Avoid language or imagery in marketing materials that suggest you are targeting people of a particular race, color, national origin, religion, disability status, familial status, or sex. Avoid advertisements and postings that state “adults only” or “no children allowed.” Avoid comments or advertisements that express a preference for residents without children, and be careful that community rules don’t target children (e.g., say, “Skateboarding is prohibited on property” instead of “Children may not skateboard on property”). Be consistent and do not selectively apply local nuisance ordinances to residents. Promptly investigate all complaints of harassment or discrimination. As Fair Housing laws continue to evolve, staying compliant is more crucial than ever. Grace Hill has the tools you need to equip your teams, avoiding costly penalties and reputational damage. Stay ahead of Fair Housing compliance—download your free Fair Housing Tool Kit and stay ahead in 2026! Important notes: - Published on: 2026-03-31 16:00:57 - Category: Posts - [Fair Housing Laws in 2026: Compliance Guide, Risks, and Checklist](https://gracehill.com/blog/fair-housing-laws-checklist-for-success/): April is Fair Housing Month, and it’s never too early to brush up on the policies that keep properties humming. As Fair Housing regulations continue to evolve, new challenges and opportunities for multifamily owners and operators are ever-present. Compliance with… ------------------------- # 10 Proven Ways to Improve Property Management Training in Multifamily > Effective property management training is the cornerstone to building a knowledgeable, engaged team that drives success for your communities and reduces employee turnover. However, for all the work that goes into attracting qualified candidates, it’s natural to feel tapped out… Full Content: Effective property management training is the cornerstone to building a knowledgeable, engaged team that drives success for your communities and reduces employee turnover. However, for all the work that goes into attracting qualified candidates, it’s natural to feel tapped out when it comes to expanding or improving your employee training and development programs.  In today’s ever-changing employment landscape, multifamily leaders are under pressure to onboard new hires quickly, keep teams compliant, and maintain strong resident experiences — all while managing busy onsite operations. As such, it’s no surprise that many feel weighed down by all the “need” for change in how they train and support their teams.  But here’s the good news: Improving your property management training doesn’t always require a complete overhaul. Small, strategic adjustments to how you onboard and develop employees can significantly improve engagement, strengthen team performance, and reduce churn. A thoughtful approach to training helps employees feel confident in their roles while supporting the long-term success of your communities. And that’s a win-win for everyone!   What Is Property Management Training? Property management training is structured education that equips onsite teams—such as leasing agents, maintenance technicians, and property managers—with the skills needed to perform their roles effectively. It typically covers essential areas like Fair Housing compliance, leasing best practices, resident communication, and operational procedures. In the multifamily industry, property management training extends beyond onboarding to include ongoing learning. Continuous training helps teams stay compliant, adapt to changing regulations and resident expectations, and use new technologies effectively. A strong property management training program improves employee confidence, drives consistent performance across communities, and supports better resident experiences. 10 Proven Ways to Improve Property Management Training in Multifamily Create a Structured Property Management Onboarding Program Align Training With Your Corporate Culture Set Clear Goals for Property Management Training Understand Employees’ Skill Levels Tailor Training for Your Organization View Property Management Training as an Investment Use Multimedia to Increase Engagement Leverage Microlearning for Busy Teams Follow Up and Measure Training Results Centralize Training Resources 1. Create a Structured Property Management Onboarding Program Properly training new employees is essential — but completion alone doesn’t guarantee readiness. In property management, inconsistent onboarding can lead to compliance gaps, policy misinterpretation, and higher turnover in the first 60–90 days. A structured, role-based property management onboarding program ensures new hires gain hands-on experience with leasing, maintenance, and compliance processes from day one.  With Grace Hill’s Onboarding Pathways in PerformanceHQ, operators can move from simple task completion to true readiness. By structuring onboarding by role, automating tracking, and providing portfolio-wide visibility, organizations can ensure new hires hit the ground running — while leaders gain clarity into progress and risk across properties. A strong onboarding program doesn’t just support new hires — it sets the foundation for long-term performance and career growth. ➡️ See how structured onboarding comes to life with Grace Hill’s Onboarding Pathways—explore the interactive preview. 2. Align Training With Your Corporate Culture To help employees “walk the walk,” not just “talk the talk,” it’s crucial to create a training environment that reflects your organization’s values and operational priorities.  Your multifamily property management training should incorporate real-life scenarios that reflect your organization’s core values, such as resident-first service or sustainability initiatives. For example, include industry-specific training on effective communication during resident conflicts, or role-playing exercises that emphasize community-building values. Training and culture should reinforce one another. When aligned properly, both contribute to stronger teams and more cohesive communities. 3. Set Clear Goals for Property Management Training Before beginning a training session, make sure goals for the trainee — and the training itself — are clearly communicated. Be specific! Define what you hope to accomplish with your property management training program. This might include: Increasing lease conversion rates. Reducing resident turnover. Reducing compliance risk. Shortening maintenance response times.  Whatever your focus, share these objectives with trainees so they understand how the training directly contributes to their success and the property’s performance. 4. Understand Employees’ Skill Levels Effective multifamily employee training starts with understanding where your team members are today. Knowing an employee’s skill level prevents property management training that may be either too advanced or redundant, and ensures training is effective and empowering. Use assessments or one-on-one evaluations to gauge an employee’s experience with key topics such as Fair Housing compliance, rent collection, or property inspections.  Surveys and mystery shopping are the most impactful measures for gathering insight into employee performance. With clear and unbiased feedback, you can develop targeted property management employee training that effectively closes skill gaps and improves your team’s overall performance.  ➡️ Want to reduce the risk of Fair Housing violations? Download this free tool kit to support your team. 5. Tailor Training to Your Organization Consider the diverse roles in multifamily  — leasing agents, maintenance staff, and property managers — and customize training content accordingly. Cookie-cutter training modules are boring, quickly checked off, and then forgotten.  The best training for property managers and onsite teams recognizes that each role requires different skills and responsibilities and is more than just a “one-and-done” task. Tailoring your multifamily training platform to employees’ preferences and skill needs makes you more likely to keep employees engaged.  And choosing an appropriate training platform, whether virtual, instructor-led, or self-paced online, provides a more effective outcome. Here’s the good news: Grace Hill has what you need to become the training hero for your teams! 6. View Property Management Training as an Investment It costs money to train employees well, but it is also costly to replace and train a revolving door of staff, so approach it as an investment in the company’s future because a well-trained team directly impacts your property’s profitability and reputation. Did you know: According to the Society for Human Resource Management, 76% of employees say they are more likely to stay with a company that offers continuous training. Grace Hill has a calculator to help you quantify the true cost of employee turnover — check it out!  A well-designed property management training program supports employee growth and is linked to measurable outcomes like higher resident retention rates, improved maintenance response times, and reduced legal liabilities — all of which lead to a positive return on investment.  7. Use Multimedia to Increase Engagement Employees will likely be more engaged if their training is interactive, not just a person reading from slides or notes. Modern training software for property management often includes multimedia elements such as: Video-based lessons. Interactive modules. Role-playing simulations. Knowledge checks and quizzes. Look for a training solution provider that incorporates multimedia tools, role-specific modules, and webinar resources to provide timely updates on a wide range of topics. Both help make learning engaging and relevant. Another idea to “gamify” employees’ training experiences is to offer awards and leaderboards for achievement and recognition. Grace Hill’s PerformanceHQ Training solution makes training fun with performance broadcasting features like milestone awards and dynamic leaderboards that provide added incentives, encouraging learners to participate and engage. 8. Leverage Microlearning for Busy Teams Your employees are constantly balancing resident needs and daily operations, leaving little time for lengthy training sessions. To be effective, property management training should fit naturally into their workday. Instead of relying on long sessions, break training into small, highly focused pieces of content—known as microlearning. These short segments, typically 5 to 20 minutes, make it easier for employees to complete training without disrupting productivity. The challenge? Retention. Cognitive science research shows that learners forget approximately 50% of new information within an hour, 70% within 24 hours, and up to 90% within a week without reinforcement. That’s where solutions like Grace Hill’s Sparks Microlearning stand out. Designed for multifamily teams, Sparks delivers quick, targeted training and reinforcement on critical topics through short courses and ongoing boosters. This helps combat the forgetting curve, reinforce key skills over time, and ensure employees can apply what they’ve learned on the job. Incorporating microlearning into your property management training strategy creates a more flexible, effective learning experience for today’s busy teams. 9. Follow Up and Measure Training Results Measuring success using qualitative or quantitative markers is imperative. The only way to know if your property management training is successful is to provide follow-up, feedback, and support to the trainee.  Create a follow-up plan that includes quizzes on Fair Housing rules, mystery shopper evaluations of leasing staff, or post-training surveys to assess confidence levels in dealing with residents. Use this feedback to refine your training to address any gaps. 10. Centralize Training Resources Employees will be less engaged with training if they struggle to find training material. Utilize a centralized property management LMS so employees can easily access training resources, including compliance checklists, resident interaction guidelines, or maintenance troubleshooting videos.  Ensure materials are mobile-friendly for on-the-go learning. Better yet, provide a mobile experience that makes training easy to complete at any time and on any device. What Makes Property Management Training Effective? While many organizations provide some form of employee training, not all programs deliver meaningful results. Effective property management training requires more than simply assigning courses — it requires a thoughtful, strategic approach to employee development that supports both operational performance and long-term career growth. Structured Onboarding Effective training begins with structured onboarding. A well-designed property management onboarding program ensures new hires clearly understand company policies, compliance requirements, and operational procedures from the start.  When employees receive consistent guidance during their first weeks on the job, they are more likely to build confidence quickly and avoid costly mistakes. Strong onboarding also establishes expectations around service standards, resident interactions, and workplace culture.  Ongoing Development Impactful training programs prioritize ongoing development rather than one-time learning events. The multifamily industry is constantly evolving, with shifting regulations, new technologies, and rising resident expectations. Continuous multifamily training keeps employees informed and enables them to adapt their skills as the industry evolves.  According to Grace Hill’s multifamily training experts, organizations that provide continuous learning opportunities are more likely to see higher employee engagement and stronger operational consistency across communities. Role-Specific Learning Another hallmark of effective training is role-specific learning. The responsibilities of leasing professionals, maintenance technicians, and property managers vary widely, so training should reflect those differences.  For example, training for leasing agents may focus on sales techniques, communication skills, and lead conversion, while maintenance teams may need more in-depth instruction on safety procedures and preventive maintenance practices. Technology Technology plays a critical role in modern training strategies. A centralized property management LMS or training software for property management helps organizations deliver consistent learning experiences across multiple communities while making training resources easy to access. These platforms allow employees to complete training on demand, track their progress, and revisit materials when needed. Measurable Results Tracking completion rates, assessment scores, resident feedback, and operational performance provides valuable insight into whether training is improving employee capability. When organizations use data to refine their property management training programs, they create a continuous cycle of improvement that strengthens both employee performance and resident satisfaction. Property Management Training Is a Strategic Investment Investing in property management training requires time, resources, and leadership commitment, but the long-term payoff is significant. Strong training programs help teams stay compliant, improve resident experiences, and build the operational consistency that successful multifamily organizations rely on. While employee turnover and constant change can leave property managers feeling fatigued, revisiting “the way we’ve always done it” often reveals opportunities to improve how teams learn and grow. When organizations prioritize structured onboarding and ongoing multifamily employee training, they create stronger teams, healthier workplace cultures, and better outcomes for both employees and residents. Key Takeaways: Property Management Training Best Practices To build an effective property management training program, multifamily leaders should focus on these core best practices: Start with structured onboarding for new hires. Align training with company culture and business goals. Use multimedia tools to increase engagement. Break training into short microlearning sessions. Follow up with assessments and feedback. Centralize training resources in one platform. Organizations that prioritize structured property management training and continuous learning often see higher employee engagement, improved resident experiences, and reduced turnover. Investing in property management training is not just an operational necessity—it’s a strategic advantage that strengthens team performance and supports the long-term success of your communities. FAQs About Property Management Training What training do property managers need? Property managers typically require training in leasing operations, Fair Housing compliance, financial management, resident communication, and property maintenance coordination. The best training for property managers also includes leadership development and operational strategy. How do you train property management staff effectively? To effectively train property management staff, organizations should combine structured onboarding, role-based learning, microlearning modules, and ongoing development programs delivered through a property management LMS or training platform. Why is onboarding important in property management? A strong property management onboarding program ensures new hires understand company policies, compliance requirements, and operational procedures from the start. Effective onboarding reduces turnover, improves productivity, and helps employees feel confident in their roles. What makes a property management training program successful? Successful programs combine structured onboarding, role-specific training, continuous learning, and measurable performance outcomes. Many organizations use a multifamily training platform to deliver consistent training across multiple communities. Ready to explore training for your team? Talk to a Grace Hill expert and get started today! Important notes: - Published on: 2026-03-26 08:00:42 - Category: Posts - [10 Proven Ways to Improve Property Management Training in Multifamily](https://gracehill.com/blog/top-10-tips-for-effective-employee-training-and-development/): Effective property management training is the cornerstone to building a knowledgeable, engaged team that drives success for your communities and reduces employee turnover. However, for all the work that goes into attracting qualified candidates, it’s natural to feel tapped out… ------------------------- # Weeks to Hours: AI Sentiment Analysis (and Why Dialect Matters) > Organizations collect thousands of open-ended survey comments every year, but turning that feedback into insights has traditionally taken weeks of manual work. AI sentiment analysis for surveys changes that by using natural language processing to analyze tone, themes, and patterns… Full Content: Organizations collect thousands of open-ended survey comments every year, but turning that feedback into insights has traditionally taken weeks of manual work. AI sentiment analysis for surveys changes that by using natural language processing to analyze tone, themes, and patterns across large volumes of feedback in hours instead of weeks. I learned a lesson about “sentiment” the hard way— by moving from Scotland to Texas. Back home, if you say you were “pished” last night, most folk hear “a bit drunk.” In the U.S., there’s a very similar-sounding word people use that means something closer to angry. Same vibe. Completely different meaning. And that tiny semantic mismatch is exactly how sentiment models can get tripped up in survey comments — confident labels, wrong interpretation. My favorite real-world example comes from Angry Scotsman Brewing, where the head brewer’s nickname stuck after he used “pished” the Scottish way — and his American roommates heard something else entirely. Small language differences like that matter more than most dashboards admit. So what does all of that have to do with AI sentiment analysis? Well, that tiny semantic gap captures the core idea: Survey comments are rich, local, and contextual — and the way we analyze them has changed dramatically with AI. Jump to a Section What Is AI Sentiment Analysis for Surveys? Early AI Wasn’t Really AI (and It Often Lied With Confidence) What Modern AI Changed: Sentiment Became Contextual — and Operational Why This Matters for Multifamily, Commercial, and Employee Surveys How To Use AI Sentiment Analysis in Surveys: A Practical Playbook Key Takeaway FAQs About AI Sentiment Analysis for Surveys What Is AI Sentiment Analysis for Surveys? AI sentiment analysis for surveys uses natural language processing (NLP) and machine learning to automatically identify themes, intent, and emotional tone in open-ended survey responses. Instead of manually reading and coding hundreds or thousands of comments, AI analyzes the language in each response to classify sentiment (e.g., positive, neutral, or negative) and to surface patterns across large datasets. For organizations collecting resident or employee feedback, this approach dramatically reduces the time required to analyze qualitative responses while making it easier to detect emerging issues, recurring themes, and shifts in sentiment at scale. But while AI can analyze survey feedback far faster than traditional manual coding, the quality of those insights depends on how well the system understands real human language — including dialect, context, and nuance. Before AI: The “Qualitative Grind” Open-ended survey responses have always contained some of the most useful insights in resident and employee feedback. The challenge wasn’t their value — it was the amount of human effort required to analyze them. For years, turning raw comments into actionable insights meant a slow, methodical workflow that looked something like this: Export comments into a spreadsheet. Build a codebook covering themes like maintenance, cleanliness, communication, safety, leadership, workload, etc. Hand-code responses into themes (often more than one theme per comment). Quality control by double-coding and alignment to keep coders consistent. Summarize themes with quotes + counts for reporting. This is classic content/thematic analysis, and it works — but it is inherently labor-intensive and time-bound. Even modern training materials for qualitative analysis still explicitly list manual analysis and transcript-based coding as options, alongside software-assisted approaches. There’s also a formal “quality” side to this. When multiple humans code text, you typically need intercoder reliability practices to reduce subjectivity and drift. And this isn’t new. Long before today’s AI wave, public-sector evaluators were already using content analysis to structure and interpret written, open-ended material — because that’s what you had to do if you wanted a signal from free text. The Practical Problem If you run multifamily, commercial/tenant, or employee survey programs across many locations or teams, manual coding doesn’t just cost time — it creates a delay that reduces trust: The feedback moment passes. Leaders get insights late. Action plans become generic because the nuance gets lost in summarization. So naturally, the industry started looking for ways to automate the process. The first generation of so-called AI tools promised exactly that, but what they delivered was something much less intelligent. Early AI Wasn’t Really AI (and It Often Lied With Confidence) Early attempts at AI sentiment analysis for surveys relied on simple rules and word scoring rather than true language understanding. These systems could process text quickly, but they often produced misleading results. Before modern NLP became widely available, many teams tried to automate sentiment analysis using relatively simple techniques, such as: Keyword counts or word clouds – highlighting frequently used words without understanding meaning. Simple rules – logic triggers like, “if comment contains ‘rude’ → negative sentiment.” Lexicon scoring – assigning positive or negative values to individual words. Lexicon-based sentiment analysis became popular because it was fast and easy to implement. A well-known example is VADER (2014), a rule-based model designed to score sentiment, particularly in short informal text. The problem is that lexicons analyze words, not meaning, and real survey comments rarely behave that simply. In reality, survey comments often include language patterns that lexicon models struggle with: Mixed sentiment: “Maintenance is quick, but communication is terrible.” Negation: “The experience was not bad.” Dialect and local language: Words like “pished,” “mad,” “sick,” “brilliant,” or “wee” can mean very different things depending on context. Industry-specific phrases: Phrases like “make-ready,” “CAM charges,” “work orders,” “turns,” or “portfolio” carry meaning that generic models may miss. In other words, these early systems looked automated, but they often misunderstood the very feedback they were meant to analyze. Which brings us to the modern shift. What Modern AI Changed: Sentiment Became Contextual — and Operational The big leap in AI sentiment analysis came from transformer-based models — the family popularized by BERT (Bidirectional Encoder Representations from Transformers). Unlike earlier systems that relied on static word lists, these models learn meaning from context, allowing them to interpret phrases, relationships between words, and nuance within sentences. In practical survey terms, this means modern AI can now analyze open-ended feedback much more intelligently — do it at speed. Today’s AI sentiment analysis platforms can automatically perform tasks like: Theme discovery – identifying the “what” respondents are talking about. Sentiment by theme – understanding how people feel about each topic. Actionable summaries – turning large volumes of comments into clear takeaways. Segmentation – analyzing feedback by property, building, region, department, manager, etc. Trend deltas – identifying what changed since the last cycle. This shift is why teams are moving from “sample 200 comments” to “analyze everything.” As Gallup notes, open-ended survey questions are powerful but often underused because analysis is time-consuming and labor-intensive; NLP methods help overcome that bottleneck and make open text more usable. And in large-scale property feedback, “large” is not theoretical: The 2024 NMHC and Grace Hill Renter Preferences Survey Report looked at 172,703 renter responses across 4,220 multifamily properties — a volume that demands automation if you want timely insight. But the real impact of this shift shows up when you apply it to the kinds of large, distributed feedback programs common in multifamily, commercial real estate, and employee surveys. Why This Matters for Multifamily, Commercial, and Employee Surveys Open-ended survey responses carry some of the most valuable operational insights — but only if you can analyze them quickly and accurately. In industries like multifamily housing and commercial property management, feedback often comes from many locations, teams, and stakeholders at once, creating both volume and complexity. That’s why modern AI sentiment analysis is increasingly embedded directly into feedback platforms — helping organizations move from collecting comments to understanding them fast enough to act. Multifamily Resident Surveys: Feedback tied to demand, not just service recovery In multifamily housing, sentiment analysis in multifamily resident feedback isn’t just an internal KPI. It directly affects the top of the leasing funnel. The Renter Preferences Survey Report found: 69% of renters consider reviews important when searching. 79% say negative reviews could deter them from touring. This is why renter sentiment analysis has become increasingly important for property operators. Reviews and resident feedback now influence whether prospective renters even consider touring a community. And because reviews influence leasing decisions, many operators now combine survey data with apartment review sentiment analysis to understand how residents describe their experience publicly. That’s the business case for speed: If your feedback loop runs monthly or quarterly, you’re late. Modern survey platforms like Grace Hill’s Surveys in PerformanceHQ help operators capture resident sentiment across communities, while AI-powered tools like Intelligence+ analyze open-ended comments to quickly surface themes and sentiment trends. That makes it easier for teams to identify emerging issues — before they show up in public reviews. ➡️ Report: Measuring EliseAI’s Impact on Resident NPS with Grace Hill’s Survey Data Commercial Surveys: Different themes, same problem Commercial and tenant experience tends to revolve around themes like comfort, cleanliness, responsiveness, safety/security, shared-space experience, and building communication. But the language is nuanced. Tenants might describe the same HVAC issue in different ways: “too cold in conference rooms” vs. “air feels stale.” However, how a property management team responds depends on quickly separating: What the issue is. How severe tenants perceive it. Where it’s happening. Whether it’s trending. AI helps because it can classify at scale without flattening nuance into a single score. Platforms that combine survey collection with AI survey analysis allow operators to identify building-level issues faster and prioritize actions. Employee Surveys: Speed builds trust Employee feedback follows a similar pattern. Employees are more likely to believe in survey programs when leadership responds quickly and specifically. If it takes weeks to read, code, reconcile, and write up comments, the outcome tends to be: Broad themes Cautious phrasing Delayed “you said/we did” communication AI doesn’t replace judgment — but it does remove the “sorting and summarizing” choke point. Tools like Intelligence+ help HR and operations leaders quickly identify themes, sentiment shifts, and emerging concerns across locations or teams, making it easier to respond while feedback is still relevant. How To Use AI Sentiment Analysis in Surveys: A Practical Playbook If you want AI sentiment to be fast and defensible — especially with executives — run it like a product. Do topic-level sentiment, not just overall positivity: A single sentiment score hides the “why” behind feedback. Validate on your own data, by industry and region: Multifamily comments read differently from employee feedback; commercial tenant comments read differently again. Keep humans-in-the-loop for edge cases: Dialect, sarcasm, and mixed sentiment need spot checks. Treat taxonomy as governance: Your themes are an operating system: keep them stable, versioned, and explainable. Report deltas, not just snapshots: “Maintenance communication down 9% WoW in Region B” drives action. Keep receipts: Always show example quotes behind the theme/sentiment rollups. People trust what they can read. Key Takeaway AI didn’t just make sentiment analysis faster — it made it operational: weekly trending, location/team segmentation, and summaries that ship while the feedback is still fresh enough to act on. But the real advantage comes when you respect the human element, especially as it relates to language. Survey comments are local, contextual, and sometimes messy — and the systems that understand those nuances will always produce better insights. If your AI can recognize that “pished” depends on where you learned English, then you’re already ahead of most dashboards. FAQs About AI Sentiment Analysis for Surveys Here are a few answers to common questions related to AI sentiment analysis for surveys. 1. How accurate is AI sentiment analysis for survey comments? Modern AI sentiment analysis uses NLP to interpret context, tone, and relationships between words, making it far more accurate than older keyword-based methods. Accuracy improves when models are tuned to the specific language used in survey responses and include human review to validate edge cases. 2. Can AI analyze multifamily resident reviews? Yes. AI can analyze both resident survey comments and apartment reviews to identify patterns in renter sentiment across maintenance, communication, amenities, and community experience. This type of sentiment analysis in multifamily feedback helps property teams quickly spot issues that may influence leasing demand or resident satisfaction. 3. Why does dialect matter in sentiment analysis? Dialect matters because the meaning of words can vary by region, culture, or context. For example, words like “mad,” “sick,” or “brilliant” can signal different sentiments depending on how they’re used. Modern NLP models evaluate the surrounding context to interpret sentiment more accurately. 4. Is AI sentiment analysis better than manual coding? AI sentiment analysis is significantly faster than manual coding, analyzing thousands of survey comments in minutes. This makes it practical to review all feedback rather than just small samples. Many organizations use AI for initial analysis and human review for interpretation, combining speed with accuracy. Stop Guessing and Start Acting Intelligence+ makes it easy to go from data to direction. Built into PerformanceHQ, Intelligence+ builds on a connected, prioritized view of performance, highlighting what’s working, what’s not, and what to do next. Important notes: - Published on: 2026-03-18 14:02:43 - Category: Posts - [Weeks to Hours: AI Sentiment Analysis (and Why Dialect Matters)](https://gracehill.com/blog/ai-sentiment-analysis-for-surveys/): Organizations collect thousands of open-ended survey comments every year, but turning that feedback into insights has traditionally taken weeks of manual work. AI sentiment analysis for surveys changes that by using natural language processing to analyze tone, themes, and patterns… ------------------------- # Multifamily Employee Onboarding vs Orientation: Why Both Matter for Retention > Orientation and onboarding are often used interchangeably, but they represent two distinct stages of the employee experience. Understanding multifamily employee onboarding — and how it differs from orientation — is essential for building strong teams and improving employee retention. And… Full Content: Orientation and onboarding are often used interchangeably, but they represent two distinct stages of the employee experience. Understanding multifamily employee onboarding — and how it differs from orientation — is essential for building strong teams and improving employee retention. And everyone in the organization, not just HR, needs to understand the difference. Multifamily employee onboarding is the structured process of integrating new hires into property management roles, company culture, and operational expectations over time. Orientation, by contrast, is a short introductory event that familiarizes employees with company policies, paperwork, and workplace basics during their first few days.  For multifamily organizations, both processes play an important role in property management employee training. In this blog, we explain the difference between employee onboarding vs. orientation, outline employee onboarding best practices, and share strategies for creating an effective multifamily onboarding program that supports employee engagement, productivity, and long-term retention. Jump to a Section Orientation vs. Onboarding: What’s the Difference What is Employee Orientation in Property Management? Best Practices for New Hire Orientation in Multifamily What Is Multifamily Employee Onboarding? 8 Elements of a Successful Multifamily Onboarding Program How Multifamily Training Leaders Can Improve Onboarding The Cost of Poor Onboarding in Property Management How Onboarding Improves Employee Retention in Multifamily FAQs About Multifamily Employee Onboarding Orientation vs. Onboarding Key Takeaways Orientation vs. Onboarding: What’s the Difference? The difference between orientation and onboarding comes down to scope and timing. Orientation is a short introductory event that typically occurs during an employee’s first few days and focuses on company policies, paperwork, and basic workplace information. Multifamily employee onboarding, on the other hand, is a longer and more strategic process that helps property management employees learn their roles, understand operational procedures, and integrate into the organization’s culture over several weeks or months. What Is Employee Orientation in Property Management? Employee orientation is the initial introduction to an organization and typically takes place during the first few days of employment. The Society for Human Resource Management explains that orientation is a formal event best completed over a few days or a week. In the property management industry, orientation may include: Overviews of the company’s structure, vision, mission, and values. Introduction to property management systems and policies. Opportunities to complete mandatory paperwork. Compliance and Fair Housing basics. Q&A session for new hires to ask general questions. Meet-and-greet with key internal stakeholders. Simply put, orientation could be considered onboarding’s less comprehensive sibling, as it is typically a one-time event for the sole purpose of introducing new hires to the workplace and acquainting them with company basics. The primary aim of orientation is to help employees feel comfortable, reduce initial anxiety, and establish a sense of belonging within the organization. Best Practices for New Hire Orientation in Multifamily An effective orientation sets the foundation for the broader multifamily onboarding program. While orientation is shorter than onboarding, it should still create a structured and welcoming experience for new hires.  As you develop your new hire orientation checklist, consider these best practices: Be strategic with start dates; choose a day of the week that provides the best opportunity for your focused attention. Share the orientation agenda in advance, including parking instructions, to avoid stress or confusion. Introduce your leadership team and schedule one-on-one time with managers. Provide an employee welcome packet. What you include will vary by organization, but a few items to consider include a list of key contacts, an organizational chart, and a glossary of key terminology.  Don’t do all the talking. Create an orientation process that incorporates diverse presentation styles and encourages employee interaction, while remaining mindful of information overload.  Give your new employees a tour of the office and property. According to HRM Services, a few other welcoming touches include assigning a lunch buddy, organizing a team lunch, and ordering branded swag, which help new employees feel like they fit in right away. Remember, orientation provides a high-level, but important, look at the company. It’s the perfect time to share the company’s history, mission, values, and culture, which should ultimately set the tone for an employee’s journey within the organization. From workplace tours that allow new hires to familiarize themselves with the physical layout of the workplace to introductions of key personnel (i.e., HR representatives, supervisors, and coworkers) and company policies (i.e., code of conduct, safety protocols, and basic benefits information), new employee orientations help set the tone and expectations of your corporate culture.  However, orientation alone is not enough to prepare employees for the complexities of leasing operations, maintenance workflows, compliance requirements, and resident engagement. That’s where property management onboarding becomes essential. What Is Multifamily Employee Onboarding? So, what is onboarding? Whereas orientation skims the surface, multifamily employee onboarding is a more structured process that helps new hires become productive, confident members of the property team. The two are distinctly different. Onboarding is a more comprehensive and ongoing process that lasts several months. SHRM defines it as “the process of integrating new hires into the organization…[going] beyond the brief introduction and [ensuring] that new hires are fully assimilated in their new environment by exploring the organization’s culture, mission, vision, values, and strategies.” A strong onboarding process for property management teams might include: Role-specific training for leasing, maintenance, and operations. Compliance and Fair Housing education. Customer experience and resident engagement training. Technology and property management software training.  Regular feedback and coaching from supervisors. Effective onboarding is critical to employee confidence, engagement, and performance. Without structure, onboarding experiences can vary widely — leading to gaps, delays, and inconsistent outcomes. However, when done well, a robust onboarding program will provide employees with the tools, knowledge, and support they need to excel in their positions. 8 Elements of a Successful Multifamily Onboarding Program Successful onboarding programs go beyond basic training and focus on long-term employee engagement and development.  As shared in the popular ebook, “Onboarding Done Right: 8 Proven Elements That Empower and Engage,” a successful multifamily employee onboarding program typically includes the following eight elements: On-demand training courses to reduce onboarding time. Day one engagement that starts immediately after orientation. Learning Management System integration for scalable training. Clear introduction to company culture and mission.  Defined career pathways for employee growth. Interactive training that engages employees.  Compliance and Fair Housing training — Get the Tool Kit!  Motivation and recognition to encourage employees throughout the onboarding journey.  Onboarding is your company’s opportunity to engage the hearts and minds of your employees. And a well-designed onboarding program can make a big difference in a new hire’s success.  A comprehensive onboarding process will include relevant training, policies that outline the company processes, and surveys to assess performance well into the future. By providing employees with the information and resources they need to get up to speed quickly, you can help them feel more confident and productive in their new roles. How Multifamily Training Leaders Can Improve Onboarding Training leaders in the multifamily industry play a critical role in designing onboarding experiences that prepare employees for real-world property operations. To improve property management employee training, organizations should focus on three areas: Standardize the onboarding experience: A structured onboarding program ensures that every new hire receives consistent training regardless of property location or role. Provide role-specific training: Leasing consultants, maintenance technicians, and community managers all require different skill sets. Effective onboarding programs tailor learning paths to each role. Use learning technology to scale training: Digital training platforms allow property management organizations to deliver consistent education across multiple communities while tracking employee progress. Solutions like Grace Hill’s Onboarding Pathways in PerformanceHQ help multifamily organizations create structured learning journeys that guide employees across roles and locations, clearly defining expectations and required steps for new hires. With an organized approach, you reduce time to productivity while supporting compliance and accountability from day one. By combining structured training with clear career development pathways, property management companies can accelerate employee readiness while strengthening retention. Learn more about Onboarding Pathways ➡️ Check out the interactive preview of Onboarding Pathways in PerformanceHQ. The Cost of Poor Onboarding in Property Management Too often, companies view the time and expense of creating a robust onboarding process as a “nice to have” rather than an essential component of talent retention and development.  However, failing to invest in an effective multifamily employee onboarding program can have detrimental effects on an organization’s success. High turnover and disengaged employees are common outcomes when new hires lack the training and support needed to succeed. Consider these key turnover statistics from WifiTalents: In real estate and rental leasing, turnover is 36.4%. 20% of staff turnover happens within the first 45 days. 33% of new hires quit within their first 90 days. One in five new hires is unlikely to recommend their employer after onboarding. 40% of new hires say they didn't receive enough training during onboarding. These statistics highlight a critical challenge for property management organizations — but they also reveal an opportunity. Because, as WifiTalent’s market research also shows, organizations that invest in structured property management onboarding programs see significant improvements in employee retention and productivity: Great onboarding can improve employee retention by 82%. Employees who feel recognized are 63% less likely to look for a new job. Employees who attend a structured orientation are 69% more likely to stay with the company for three years. Organizations with a strong onboarding process improve new hire productivity by 70%. Video-based onboarding increases retention by 35% compared to paper-based onboarding. Additionally, research by Zippia uncovers the following onboarding trends, reinforcing the value of an effective multifamily employee onboarding program: On average, onboarding costs approximately $1,500, while hiring a new employee costs $4,129. Organizations with robust onboarding processes boost new hire retention by 82%. Approximately 35% of companies spend zero dollars on onboarding; 58% focus predominantly on paperwork and policies.  Despite these clear benefits, many organizations still struggle to deliver effective onboarding experiences. And while some of these statistics can be discouraging, they also highlight a major opportunity for companies willing to improve their onboarding strategies. When property management onboarding programs lack structure, training, and ongoing support, organizations often experience several hidden costs. Recruitment costs: Constantly recruiting and replacing employees can be costly. Each new hire requires advertising, interviewing, and screening expenses. Without proper onboarding, many of these investments are lost when employees leave prematurely. Lost productivity: New employees need time to reach their full potential. Without a structured onboarding process, the learning curve becomes longer, reducing productivity and negatively impacting operations. Training costs: Training is a substantial investment for organizations. Without a solid onboarding process, employees may require more extensive training down the line, leading to increased expenses. Employee morale and engagement: Employees who feel unsupported or unprepared are more likely to disengage. This not only affects their job performance but can also negatively impact team dynamics and company culture. It’s clear that the benefits of a strong multifamily employee onboarding program far outweigh the costs of developing and implementing one. How Onboarding Improves Employee Retention in Multifamily Effective onboarding programs are one of the most impactful multifamily employee retention strategies available to property management leaders, but they don’t end after the first few weeks.  In multifamily organizations, onboarding should serve as the foundation for long-term employee development and retention. When done well, multifamily employee onboarding should provide the backbone of your employee retention strategy and include structured opportunities for growth, feedback, and engagement.  Effective onboarding programs incorporate the following elements: Long-term employee development: Help employees cast a vision for their career within your organization by providing career pathways, professional development opportunities, and ongoing training.  Feedback and evaluation: Schedule regular check-ins and feedback sessions to assess each employee’s performance, answer questions, address concerns, and reinforce expectations during the first several months of employment. Surveys and assessments: Offer periodic surveys and assessment tools to gauge employees’ satisfaction, engagement, and overall experience, but also to identify opportunities to improve your property management onboarding process. Don’t assume your onboarding program is effective; ASK! Most importantly, employees who experience structured onboarding are more likely to: Feel confident in their roles. Build stronger relationships with team members. Understand company culture and expectations. Deliver better resident experiences. In an industry where turnover can be costly and disruptive, investing in strong onboarding programs can significantly improve employee satisfaction and long-term retention. FAQs About Multifamily Employee Onboarding 1. What is the difference between orientation and onboarding? Orientation is a short introduction to the company that typically occurs during the first few days of employment. Onboarding is a longer process that helps employees develop the skills, knowledge, and relationships needed to succeed in their roles. 2. Why is onboarding important in the multifamily industry? The multifamily industry requires employees to understand leasing operations, compliance regulations, and resident service expectations. A structured multifamily employee onboarding program, like Onboarding Pathways in PerformanceHQ, helps employees learn these responsibilities faster while improving engagement and retention. 3. How long should onboarding last in property management? Most effective property management onboarding programs last between 30 and 90 days, though some organizations extend onboarding and training throughout the employee’s first year. 4. Does onboarding improve employee retention? Yes. Research consistently shows that employees who experience structured onboarding are more engaged and more likely to remain with their organizations over the long term. Orientation vs. Onboarding Key Takeaways Orientation and multifamily employee onboarding serve different but complementary roles. Orientation is a short, one-time introduction to company policies and workplace basics, while onboarding is a strategic, ongoing process that provides role-specific training, feedback, and clear expectations. Grace Hill’s comprehensive solutions for employee training, compliance, and development help multifamily organizations build stronger onboarding programs from day one. With tools like Onboarding Pathways, training leaders can create structured learning journeys that prepare employees for success while strengthening retention across their teams. Don’t let ineffective onboarding slow your organization down. Invest in a smarter onboarding process for property management teams and empower your employees to thrive from their first day forward. Important notes: - Published on: 2026-03-13 12:00:26 - Category: Posts - [Multifamily Employee Onboarding vs Orientation: Why Both Matter for Retention](https://gracehill.com/blog/orientation-vs-onboarding-do-you-know-the-difference/): Orientation and onboarding are often used interchangeably, but they represent two distinct stages of the employee experience. Understanding multifamily employee onboarding — and how it differs from orientation — is essential for building strong teams and improving employee retention. And… ------------------------- # Multifamily Mystery Shopping: A Better Way to Improve Leasing > If your multifamily mystery shopping program isn’t delivering the insights — or results — you need, you’re not alone. Across the industry, traditional mystery shopping has earned a mixed reputation. Programs are often labor-intensive to manage, stressful for onsite teams,… Full Content: If your multifamily mystery shopping program isn’t delivering the insights — or results — you need, you’re not alone. Across the industry, traditional mystery shopping has earned a mixed reputation. Programs are often labor-intensive to manage, stressful for onsite teams, and overly focused on isolated interactions rather than the full resident journey. When Grace Hill set out to reimagine a mystery shopping solution for multifamily, we started by listening. Through client interviews and focus groups, we spoke directly to mystery shop administrators, regional leaders, and onsite teams. What we heard was consistent: Shops require too much administrative work, employees often know when they’re being shopped, and remediation training can feel excessive for minor gaps. Most importantly, many programs fail to deliver an accurate, objective view of the real resident experience. Yet despite these challenges, property management mystery shopping remains one of the most powerful tools for evaluating performance. When done correctly, it provides unparalleled insight into customer satisfaction, identifies skill gaps, and drives measurable improvements in leasing outcomes. The opportunity wasn’t to abandon mystery shopping — it was to transform it. Jump to a Section Bringing the Best Back to Multifamily More Mystery for More Accurate Results Hassle-Free Administration at Scale What’s Included — and What’s Measured Efficient, Targeted Training That Drives Results How It Works — and What Happens After Results Multifamily Mystery Shopping: FAQs Bringing the Best Back to Multifamily Mystery shopping is widely used across industries, and many execute it exceptionally well. Retail, hospitality, and financial services all rely on mystery shopping to evaluate brand consistency and customer experience at scale. During our research, we looked closely at Ralph Lauren, which runs a robust, highly effective mystery shopping program. One key takeaway stood out: They never order a shop for a particular salesperson at a specific store location. Why? Because that’s not how real customers behave. Shoppers experience the store environment, the displays, the responsiveness of staff, and the overall service level — whoever happens to be available at that moment. That same principle applies to apartment leasing mystery shopping. Prospective residents don’t choose which leasing agent answers the phone or greets them in the office. To understand what’s really happening at the property level, you need a representative, ongoing sample of every interaction a prospect or resident might encounter. More Mystery for More Accurate Results Every call, email, and in-person visit shapes how prospects perceive your community. Whether they interact with a leasing professional, a centralized call center, or a maintenance technician, that experience directly impacts conversion and close rates.  Grace Hill developed its resident experience Mystery Shopping solution in PerformanceHQ around this reality. Rather than one-off, highly targeted shops, our approach continuously measures the complete customer experience across your portfolio. And as a result, you gain a realistic, data-backed view of:  Property appearance and curb appeal. In-person leasing interactions. Phone and email responsiveness. Writing, communication, and follow-up skills.  Because shops occur regularly and across multiple channels, onsite teams don’t know when they’re being shopped — resulting in more authentic behavior and more reliable data. Hassle-Free Administration at Scale Administrative burden is one of the biggest pain points in traditional property management mystery shopping programs. Coordinating schedules, targeting specific employees, approving invoices, and managing budgets often falls on a single administrator. Grace Hill eliminates that friction. Shops are automatically generated each quarter, with consistent coverage across properties and channels. There’s no back-and-forth with management, no last-minute shop requests, and no surprise invoices. Even budgeting is simplified with consistent monthly payments and automation that frees up your team to focus on performance improvement — not logistics.  What’s Included — and What’s Measured Grace Hill Mystery Shopping in PerformanceHQ evaluates the moments that matter most in the leasing journey. What’s included: Phone, internet, Onsite, Virtual, Facilities/Branding Inspection, Website Evaluation, and Combination shops.  Objective scoring aligned to leasing best practices. Qualitative feedback that adds context to the data. What’s measured: First-contact responsiveness. Professionalism and tone. Needs discovery and qualifying questions. Product and amenity knowledge. Follow-up consistency. Overall customer experience alignment. This comprehensive approach ensures you’re not just checking boxes — you’re measuring behaviors that drive leasing success. Efficient, Targeted Training That Drives Results Grace Hill’s PerformanceHQ connects multifamily mystery shopping directly to skill-level training remediation. Using built-in business intelligence, shop results are automatically analyzed and mapped to specific competencies. With this capability, admins can assign recommended targeted, 15-minute learning paths with a single click — addressing real gaps without forcing employees to relearn skills they already have. This creates a culture of continuous improvement while saving time for both learners and admins. How It Works — and What Happens After Results How it works: You choose the program and shop type that best fits your operation and budget. Shoppers simulate real-life scenarios to evaluate your quality of service and the leasing process. We provide comprehensive reports and easy-to-navigate dashboards that pinpoint your property's strengths and areas for improvement. Targeted training is recommended based on actual performance data. What happens next: Leaders identify trends and outliers. Teams focus coaching where it matters most. Conversion rates, close rates, and customer satisfaction improve over time. With this approach, Mystery Shopping doesn’t end with a score — it becomes a continuous feedback loop for performance improvement. Multifamily Mystery Shopping: FAQs 1. What is multifamily mystery shopping? Multifamily mystery shopping is a performance evaluation method that assesses how prospects and residents experience a property across phone, email, and in-person interactions. It provides objective insight into leasing responsiveness, professionalism, follow-up, and overall customer experience at the property and portfolio level. 2. Why is mystery shopping important for property management teams? Mystery shopping helps property management teams identify gaps in the leasing experience, uncover training needs, and improve conversion rates. When done correctly, it offers an unbiased view of how prospect and leasing experiences —before issues result in lost leases or negative online reviews. 3. What should a multifamily mystery shopping program measure? An effective multifamily mystery shopping program should measure first-contact responsiveness, communication quality, needs discovery, product and amenity knowledge, follow-up consistency, and overall customer experience alignment across all leasing channels. 4. How is modern multifamily mystery shopping different from traditional programs? Modern multifamily mystery shopping, like that provided by Grace Hill in PerformanceHQ focuses on continuous, representative sampling across properties and channels rather than one-off, employee-specific shops. This approach reduces administrative burden, produces more authentic behavior, and delivers more accurate, actionable insights into the true resident and prospect experience. 5. How can mystery shopping results improve leasing performance? When mystery shopping results are tied directly to targeted training, property teams can address specific skill gaps quickly and efficiently. This data-driven approach helps improve leasing confidence, consistency, close rates, and customer satisfaction over time. Check the Pulse on Customer Happiness Customer happiness has become more visible than ever, as today’s resident experience is public. Online reviews, social media, and reputation sites influence your future customers and the leasing decisions they are making every day. Resident experience mystery shopping gives you the most reliable, unbiased view of what prospects and residents are actually experiencing — before those moments turn into lost leases or negative reviews. With Grace Hill Mystery Shopping in PerformanceHQ, multifamily mystery shopping becomes faster, easier, and more actionable—delivering insights you can trust and results you can measure. Contact us to learn how Grace Hill takes the guesswork —  and the stress — out of multifamily mystery shopping while helping teams deliver better experiences and better results. Important notes: - Published on: 2026-01-14 08:00:08 - Category: Posts - [Multifamily Mystery Shopping: A Better Way to Improve Leasing](https://gracehill.com/blog/a-better-way-to-mystery-shop/): If your multifamily mystery shopping program isn’t delivering the insights — or results — you need, you’re not alone. Across the industry, traditional mystery shopping has earned a mixed reputation. Programs are often labor-intensive to manage, stressful for onsite teams,… ------------------------- # The Key to Better Resident Satisfaction Survey Scores: Experience > Resident satisfaction surveys are about way more than just the score; they’re a window into how your residents truly feel about your community, your service, and your team. While many multifamily operators focus on boosting scores, the real key to… Full Content: Resident satisfaction surveys are about way more than just the score; they’re a window into how your residents truly feel about your community, your service, and your team. While many multifamily operators focus on boosting scores, the real key to sustainable improvement lies deeper than what’s seen on the surface — it’s in the resident experience itself. To improve resident satisfaction survey scores, property managers must focus on enhancing the resident experience — from move-in to day-to-day interactions. Prioritizing responsiveness, communication, service delivery quality, and data-driven decision-making leads to stronger satisfaction, higher retention, and more positive survey results. By creating a seamless, responsive, and personalized living environment, communities can not only improve resident satisfaction survey results but also increase retention, referrals, and overall reputation.  In this blog, we’ll break down the difference between satisfaction and experience, share actionable tips for elevating both, and show you how to use your survey data to drive meaningful change! Jump to a Section Resident Satisfaction vs. Resident Experience: What's the Difference 5 Tips To Strengthen Your Resident Satisfaction Survey Scores (Based on Resident Experience) 3 Ways To Use Resident Survey Data To Drive Results  4 Proven Strategies To Improve Service Delivery and Resident Experience Understanding Next Steps FAQs: How To Improve Resident Satisfaction Scores What Are You Waiting For? Resident Satisfaction vs. Resident Experience: What's the Difference To improve resident satisfaction survey scores, it’s essential to understand what’s truly being measured — and why experience plays such a critical role. That starts with distinguishing between resident satisfaction and resident experience. Resident Satisfaction Resident satisfaction is a key metric for any property management company, and it can be used to track performance, identify areas for improvement, and attract new residents. Many factors contribute to resident satisfaction, but the most important are those key interactions that directly impact the resident experience. Resident Experience Resident experience is the sum of all interactions a resident has with your property management company. It includes everything from the initial move-in process to the day-to-day interactions with staff and the property’s overall condition. Both are important, and both play key roles in keeping renewals up and churn down. Because, as you well know, turning a unit is expensive! Curious about those numbers for your company?👀 Have a look for yourself using this Resident Turnover Calculator!  To improve the resident experience and, in turn, strengthen your resident satisfaction survey scores, there are several key aspects to focus on.  5 Tips To Strengthen Your Resident Satisfaction Survey Scores (Based on Resident Experience) However, improving resident satisfaction survey scores isn’t about chasing numbers — it’s about delivering meaningful, consistent experiences that build trust and loyalty. Every interaction a resident has with your team and your property shapes their perception and how they respond in a survey. The good news? Many of the most impactful improvements are simple, actionable, and within your control. From the move-in experience to day-to-day communication, here are five practical tips to help you boost satisfaction and turn great experiences into better survey results. Get the move-in experience right. The move-in process is one of the most crucial interactions a resident will have with your property management company, so ensure it is smooth and efficient. You accomplish this by being responsive to questions, addressing concerns, and making sure the unit is clean and ready for move-in.💡[Blog] How To Create Move-In Magic: 5 Timely Tips for Multifamily Respond to resident requests promptly. Residents want to feel like their concerns are being heard and addressed promptly. Ensure you respond to resident emails and phone calls within 24 hours. Communicate regularly with residents. Keep residents informed of upcoming events, maintenance issues, and other important information. You can do this through email, social media, or a resident portal. Keep the property in good condition. Residents want to live in a clean and well-maintained property. Make sure common areas are clean and free of trash and that units are promptly repaired when needed. Go above and beyond for residents. Look for opportunities to exceed your residents’ expectations. You can do this by providing a welcome gift, offering a discount on rent, or simply being friendly and helpful.  By focusing on these key aspects of the resident experience, you can improve your resident satisfaction survey scores and create a community where residents are happy to live. 3 Ways To Use Resident Survey Data To Drive Results Resident satisfaction surveys generate a great deal of valuable data, which begs the question, “But how do you know what to focus on?” The key challenge isn’t just collecting feedback — it’s discerning what information is most important, knowing where to start, and deciding how to act on what truly matters.  Instead of trying to tackle everything at once, zero in on the areas that will move the needle most. Here are three practical ways to cut through the noise and focus your efforts on data that drives results: Look for trends. Are there specific areas where residents are consistently expressing dissatisfaction? If so, those are the areas to prioritize. Identify the root cause of problems. Don’t just focus on the symptoms of the problem. Take time to understand the underlying cause so that you can address it effectively. Get feedback from residents. Resident satisfaction survey results are one critical component of the larger picture. In addition, you should review comments from online sites, assess shop scores, and talk directly with your residents at community events to understand the entire resident experience at your community. By focusing on the most critical areas and getting feedback from residents, you can make targeted improvements that lead to measurable gains in satisfaction. Once you’ve identified what matters most, the next step is to consistently deliver high-quality service in those areas. Let’s explore four proven strategies that can help you do just that. 4 Proven Strategies To Improve Service Delivery and Resident Experience While many factors contribute to resident satisfaction, quality of service delivery remains a key component. You can do several things to improve the quality of service delivery. Below are a few proven strategies: Hire and train qualified staff. The battle for top talent starts long before a prospective employee sits down for an interview. In a recruiting survey by PwC, 49% of job seekers in competitive fields turned down offers after a lousy recruiting experience. Your staff is the front line of your customer service operation. Make sure they are well-trained and equipped to handle resident requests.💡[Blog] 10 Quick Tips To Better Training For Property Management Create a culture of customer service. Ensure your staff understands the importance of providing excellent customer service. Create or revise policies around minimum response times and communication standards when questions or maintenance issues cannot be resolved the same day. Empower your staff to make decisions. Don’t make your team jump through hoops to get things done. Give them the authority (and tools) to make sound, on-the-spot decisions. Be responsive to resident requests. Residents want to feel like their concerns are being heard and addressed promptly. Residents can request to be contacted through the survey program. Consistently delivering high-quality service doesn’t happen by accident — it requires intentional hiring, training, and a supportive culture that empowers staff and prioritizes responsiveness. These strategies lay a strong foundation for enhancing the resident experience and building long-term satisfaction. With the right people and processes in place, the next step is understanding how to turn insights into action. Let’s take a closer look at how to build on your progress and plan meaningful next steps. Understanding Next Steps If you’re serious about improving resident satisfaction, gathering relevant data for decision-making is the first step. Fortunately, Grace Hill Surveys make it easy to find and use this critical information! By simply logging in to PerformanceHQ, you can access a unified view of performance on your Analytics Dashboard. AI Sentiment Analysis: AI analyzes all free-form comments, providing a sentiment score and a visual word cloud to show what's driving satisfaction or dissatisfaction. Monitor Requests for Contact: Identify residents who need follow-up so you can quickly address their needs.  At-a-Glance Survey Trends: Easily track key metrics like open and response rates and completion rates. Cross-Performance Metrics: Understand the impact of training compliance and mystery shop scores on survey results. Intelligence+: By adding this powerful prescriptive analytics solution, you can turn resident survey data into AI-powered recommendations, clear next steps, and trackable action plans. With quality data at your fingertips, you can quickly identify areas that need improvement and develop a plan to address them. Plus, by leveraging tailored recommendations, such as targeted training or service improvements, you’ll have the information you need to reduce turnover, boost satisfaction, and improve performance across their portfolio. FAQs: How To Improve Resident Satisfaction Scores 1. What affects resident satisfaction survey scores? Scores are influenced by how consistently a property delivers on expectations — response times, maintenance quality, communication, and overall living experience. When these touchpoints work smoothly, satisfaction scores rise; when they break down, resident satisfaction scores decline quickly. 2. How can property managers improve resident experience? Property managers can improve the resident experience by focusing on actions that create visible outcomes: faster issue resolution, clearer communication, and proactive service. These seemingly minor improvements — such as same-day follow-ups or transparent updates — build trust and lead to higher satisfaction. 3. Why does resident experience impact survey results? Survey results reflect the day-to-day realities that residents experience. When residents see problems resolved quickly or amenities well-maintained, they’re more likely to score their property positively. Strong resident experiences create positive momentum; weak experiences show up as lower ratings almost immediately. 4. What data should property managers focus on for improvement? Operational metrics that correlate directly with resident outcomes — maintenance completion times, communication responsiveness, and recurring pain points — provide the clearest path to improvement. Tracking trends in comments and sentiment also reveals where changes will make the biggest impact. 5. How do Surveys in PerformanceHQ help improve resident satisfaction? Grace Hill’s Surveys delivers actionable, benchmarked insights so property managers can pinpoint what drives satisfaction at their communities. By highlighting gaps, comparing performance with peers, and surfacing resident priorities, the platform helps teams take targeted, outcome-focused steps to raise satisfaction scores. What Are You Waiting For? Resident satisfaction is key to your property’s success. And with so much at stake, it’s simply not an area that can be overlooked or left to chance.  A quality resident satisfaction survey system keeps you in tune with your residents’ experience and satisfaction, equipping you with actionable insights and relevant data to track performance, identify areas for improvement, and attract new residents. And Grace Hill can help. Our comprehensive survey tools and trusted industry benchmarks are proven to increase property performance and NOI. More importantly, we know multifamily. Our solutions are designed specifically for multifamily property management companies. We are passionate about this industry and have real-world experience that makes an impact on businesses like yours.  Even better, Grace Hill’s Partner Program helps you bridge the gap between your resident satisfaction survey results and finding a solution for your toughest challenges. We make finding solution providers who understand your property’s unique needs easy.  With Grace Hill, you’ll receive targeted vendor recommendations based on opportunities highlighted in your survey data. This direct access to our trusted partners helps you take immediate action and drive improvements in resident satisfaction. Ready to get started? Contact Grace Hill today and talk to our survey experts about setting up your resident satisfaction survey program! Important notes: - Published on: 2025-12-16 08:00:45 - Category: Posts - [The Key to Better Resident Satisfaction Survey Scores: Experience](https://gracehill.com/blog/resident-experience-to-improve-survey-scores/): Resident satisfaction surveys are about way more than just the score; they’re a window into how your residents truly feel about your community, your service, and your team. While many multifamily operators focus on boosting scores, the real key to… ------------------------- # 5 Proven Ways To Boost Your Survey Response Rates > In the wise words of author Conan Doyle, while writing as Sherlock Holmes, “It is a capital mistake to theorize before one has data.” And therein lies the benefit and power of surveys. When you have the right survey tools… Full Content: In the wise words of author Conan Doyle, while writing as Sherlock Holmes, “It is a capital mistake to theorize before one has data.” And therein lies the benefit and power of surveys. When you have the right survey tools to capture insightful data for informed decision-making, you move beyond assumptions and hypothesized conclusions.  To increase survey response rates, property managers should promote surveys across multiple channels, simplify the survey experience, offer participation incentives, follow up with non-respondents, and share results with the community.  These steps improve engagement, reduce survey fatigue, and help gather more accurate resident feedback. Therefore, the value of surveys for gathering critical feedback can’t be overstated, as they can be used to assess satisfaction across a wide range of areas, including community amenities, services, and management. However, getting residents and tenants to participate in property management surveys can be a challenge, and there is a fine line you walk to avoid survey fatigue. Thankfully, there are some best practices for improving survey response rates. Jump to a Section What Is a Good Survey Response Rate? Best Practices for Improving Response Rates 5 Tips To Improve Your Property Management Surveys How SMS and Mobile-Friendly Surveys Help Survey Response Rates: FAQs for Property Managers What Is A Good Survey Response Rate? Defining a “good” response rate depends a lot on how you’re sending the survey, who your audience is, and the survey channel you choose. But in today’s feedback-science landscape, some benchmarks are helpful to aim for because the higher your engagement, the more accurate and actionable your feedback will be. The average survey response rate is 10%-30%, depending on audience engagement. Response rates for digital surveys vary by channel. Why It Matters For multifamily and commercial real estate teams, a higher response rate gives far more reliable, representative insights. When more residents or tenants engage, you get a more complete picture of satisfaction, pain points, and service gaps. That helps you make smarter decisions — from improving maintenance workflows, to refining amenity offerings, to reducing turnover risk.  Best Practices for Improving Response Rates ✅ Promote Your Survey Early and Often Simply put, the more people who know about your survey, the more likely they will participate. Optimizing participation, though, requires expanding your communication efforts.  If you rely on one communication channel for survey promotion, you likely will be disappointed in your participation rates. Today, you must use a variety of channels to promote your survey program, including: Email Social media Resident/Tenant newsletters Community bulletin boards In-person events People use a wide range of sources to stay informed and gather information. By tapping into various communication channels, you increase the likelihood that residents and tenants will be aware of your survey program and respond when they see the invite. ✅ Make Your Survey Easy To Complete The shorter and simpler your survey is, the more likely your community is to complete it. At Grace Hill, we keep survey questions clear and concise and avoid asking for too much personal information.  Consider adding text/SMS surveys that allow tenants and residents to complete surveys on their mobile devices with a mobile-friendly interface. People generally are happy to share their feedback, but if your survey is hard to navigate and time-consuming, you can be certain it will be quickly abandoned or deleted. ✅ Offer Incentives for Participation Sometimes, even the most well-timed and expertly crafted surveys don’t produce the desired participation response you need or want. That’s where offering participation incentives can deliver a win. While it may seem insignificant, offering participants a small incentive — like a chance to win a gift card or small prize — can greatly encourage residents to participate in your survey. ✅ Follow Up With Non-Respondents Life happens. People get busy. If a resident or tenant doesn’t respond to a survey, it’s likely that it just slipped from their “To Do” list, as opposed to consciously ignoring it. Gentle reminders and follow-ups are often appreciated. With Grace Hill’s Surveys in PerformanceHQ, you can rest assured knowing they will automatically receive two reminders before the survey closes. With that in mind, if you still don’t receive a response, you can also send them a more personalized follow-up email or letter to encourage participation. Remind them of the importance of their feedback and offer to answer any questions they may have. ✅ Share the Results of Your Survey Once you’ve collected your survey results, share them!. It’s a simple step that helps build trust and show residents and tenants that their feedback is valued.  You can share the results in a variety of ways. The following are a few suggestions: Host a meeting Blog post Social media post Newsletter By following these best practices, you increase the likelihood of participation in your surveys, giving you valuable feedback to improve your community.  5 Tips To Improve Your Property Management Surveys While improving your survey response rates hinges on a host of factors, there are steps you can take today to encourage participation and engagement.  In addition to the above best practices, here are a few survey response rate tips for property managers. Implement the tips below to help improve your survey response rates: 1. Personalize your survey. Address residents and tenants by name and use language that is relevant to their interests. Because people are bombarded by messaging, adding a personalized touch to your surveys helps them stand out in a crowded and noisy inbox 2. Make your survey timely. Send your survey out when they are most likely to be thinking about the topics you are asking about. Surveys, such as move-in, move-out, maintenance, and more, should be sent soon after the event while the information remains fresh on the resident’s mind. Additionally, annual surveys should attempt to fall at the same time each year, so residents and tenants know when to expect them. Implementing a timely cadence for survey delivery provides more impactful responses, giving you more accurate insight into satisfaction (or dissatisfaction) and a better gauge of what is working and what needs improvement. 3. Make your survey relevant. Don’t get lost in the weeds. It can be tempting to have a “one and done” mindset, believing that people prefer a single survey to several. But that’s not the path to success. It’s important to ask only questions that matter to residents and tenants, and most of the time, that includes a laser focus on their journey and the sum of their experiences. 💡Blog: The Key to Better Resident Satisfaction Survey Scores 4. Make your survey easy to understand. Creating confusing or unclear surveys is a common pitfall. Industry insiders often forget that the terminology and acronyms they use daily don’t always translate clearly to the general public. It’s important to use clear and concise language and avoid jargon, even if you think certain phrases hold universal understanding. But crafting surveys that are easy to understand also depends on your ability to write well-constructed sentences with an eye on grammar and spelling. Writing survey language with clarity is both an art and a science and often compels multifamily leaders to partner with survey experts for help. 5. Thank residents and tenants for their participation. It should go without saying, but it’s too often an overlooked step. Feedback from surveys gives you reliable data to make impactful decisions about your property. It helps you improve both your property and performance. So, by all means, say thank you, and let them know that their feedback is appreciated. It’s a simple step that goes a long way. When people feel valued, it builds loyalty and trust, two critical markers for success.  How SMS and Mobile-Friendly Surveys Help Mobile-first feedback is a powerful lever in multifamily and CRE because residents and tenants are almost always on their phones, making SMS and mobile-friendly surveys extremely effective. Here are a few of the benefits: Faster, More Immediate Responses SMS surveys deliver results quickly because texts are typically read almost immediately.  Higher Engagement, Less Friction Compared to email, SMS has far fewer barriers — no logging in, no long forms, no complex links. That low friction means people are more likely to respond. Personalization Boosts Participation Including a resident’s or tenant’s name in the SMS intro can significantly improve engagement. In a field test, personalization lifted opt-in rates from 29% to 33% and response rates rose from 19% to 23%.  Quick Turnaround and Actionable Insights With mobile surveys, property teams can trigger feedback at the right time — for example, after a maintenance request, a lease renewal, or a community event. That timing helps surface real-time sentiment, so you can act before issues escalate. Broad Accessibility + Trust Most people carry their phones everywhere. SMS survey invitations don’t require special apps, and because they’re highly personal, they often feel more trustworthy. This accessibility helps drive higher response rates and more representative data. For this reason, Grace Hill launched Text/SMS Delivery as a Survey feature in PerformanceHQ. With a 98% delivery rate and average response times under two minutes, Text/SMS Delivery enables much faster, more reliable feedback — not to mention a competitive edge. 💡Blog: How to Gain a Competitive Edge With Text/SMS Survey Delivery Survey Response Rates: FAQs for Property Managers Here are a few answers to frequently asked questions about how to improve survey response rates. 1. How can property managers reduce survey fatigue? Keep surveys short, focused, and relevant. Limit the number of surveys sent, clearly communicate the purpose, and close the loop by sharing key findings or improvements made based on prior feedback. 2. Do incentives actually increase survey participation? Yes — small incentives such as gift cards, raffles, or rent-credit drawings can boost participation. The key is offering something meaningful to residents and tenants while keeping the survey quick and easy to complete. 3. What are the best channels for promoting a survey? While face-to-face surveys often draw the highest response rates, they are not always the most realistic way to capture feedback. Text/SMS is typically the most effective, followed by in-app or web pop-ups and email notifications. However, using multiple channels — especially mobile-first options — ensures visibility and improves the likelihood that residents will respond. Start Turning Survey Feedback Into Action By following these timely tips and industry best practices, you can increase the odds that residents and tenants will participate in your survey and provide honest feedback, which is critical to prioritizing your property improvement projects, amenities, and community activities! Grace Hill offers comprehensive survey programs that have proven to increase property performance and NOI for multifamily and commercial real estate organizations. We take the hard part out of designing surveys off your team and provide the tools to monitor your survey results and compare them to trusted industry benchmarks. Contact Grace Hill today to get started on your next survey! Important notes: - Published on: 2025-12-09 08:00:24 - Category: Posts - [5 Proven Ways To Boost Your Survey Response Rates](https://gracehill.com/blog/5-proven-ways-to-boost-your-resident-survey-response-rates/): In the wise words of author Conan Doyle, while writing as Sherlock Holmes, “It is a capital mistake to theorize before one has data.” And therein lies the benefit and power of surveys. When you have the right survey tools… ------------------------- # Gain a Competitive Edge With Text/SMS Survey Delivery > Making smart business decisions starts with reliable data. In multifamily, your competitive edge often comes down to how well you listen and respond to residents and prospects. Text/SMS survey delivery — the process of sending resident satisfaction and prospect feedback… Full Content: Making smart business decisions starts with reliable data. In multifamily, your competitive edge often comes down to how well you listen and respond to residents and prospects. Text/SMS survey delivery — the process of sending resident satisfaction and prospect feedback surveys through text message — helps multifamily property managers increase response rates, gather more accurate resident feedback, and make data-driven decisions.  In a rapidly changing rental market, it’s not enough to send one email survey and hope for the best. Residents expect quick, convenient ways to share feedback on their phones and at their convenience. While email remains an important channel, adding text/SMS survey delivery gives you another reliable way to reach residents, boost completion, and hear from a broader cross-section of your community. The bottom line is that residents increasingly expect flexibility and choice in how they communicate with you. Their preferences shift based on circumstances, demographics, and even the type of issues they’re dealing with. By adding text/SMS messaging to your feedback loop, you can quickly capture more responses from residents who might otherwise stay silent. It’s not only a reliable form of communication. It also deepens your reach, grows engagement, and expands your insight. Jump to A Section Top 3 Benefits of Adding Text/SMS Delivery to Your Survey Lineup How to Add Text/SMS Without Adding More Work FAQs About Multifamily Resident Satisfaction Surveys Top 3 Benefits of Adding Text/SMS Delivery to Your Survey Lineup 1. Boosts Response Rates Text/SMS is one of the most reliable ways to reach residents. Research* shows that as many as 90% of text messages are opened within just a few minutes of delivery, which means your survey invitations are far more likely to be seen, and seen quickly. Higher response rates lead to a deeper data pool and more confidence in the story your data is telling. When you deliver multifamily resident satisfaction surveys by text, you’re not waiting around hoping someone opens an email days later; you’re capturing feedback while the experience is still fresh. Just as important, residents like having options. When you combine email and text/SMS delivery, you increase the chances that each resident will respond through the channel that feels most natural to them. Over time, that flexibility becomes a competitive advantage: you’re making decisions based on a fuller picture than properties that rely on email alone. 💡Blog: 5 Proven Ways To Boost Your Survey Response Rates 2. Deepens Insights and Adds Control Using text/SMS messaging to deliver surveys has quickly risen in popularity because it’s fast, convenient, and doesn’t interrupt residents the way a phone call can. You can reach out without worrying about whether someone is home, if they have voicemail set up, or if they’ll even pick up. And let’s be honest: most people screen (and seldom return) calls unless they initiate them. Email also faces a few hurdles. Residents without an active email address are often left out of surveys altogether or miss invitations at the right stage in their journey. Even when addresses are valid, filters, firewalls, and cluttered inboxes can prevent messages from ever being seen. Text/SMS survey delivery for property management helps fill those gaps and gives you more control over who receives surveys and when they receive them. Because you can deliver surveys to any prospect or resident in your CRM with a valid mobile number, not just those with active email addresses, you’re drawing feedback from a broader, more representative pool. With text/SMS, it’s also easier to sync survey invitations with key moments along the rental journey and still respect timing rules and quiet hours. That means you can measure satisfaction more accurately, surface issues closer to when they happen, and act on concerns before they grow into bigger problems. 3. Broadens Appeal and Increases Engagement One of the biggest advantages of adding text/SMS delivery is how naturally it fits into residents’ daily habits. They don’t have to remember to open a portal or dig up an email. Feedback opportunities simply show up where they’re already paying attention. Recent research from SimpleTexting highlights just how heavily people rely on text: 82% of consumers check their text notifications within five minutes of receiving a message, and nearly a third do so within 60 seconds. 84% of consumers are opted in to receive texts from businesses, a 35% increase since 2021. 93% of consumers text every day, and nearly half (45%) check their text messages more than 10 times a day. Among Gen Z, more than a quarter check their texts over 20 times a day. In other words, text/SMS isn’t a niche channel; it’s where your residents already are. By offering multifamily resident satisfaction surveys via text in addition to email, you align with how residents and prospects prefer to communicate, make it easier for them to participate, and signal that their feedback is worth meeting them where they are. Over time, that accessibility broadens your property’s appeal, increases engagement, and gives you a meaningful edge over communities that still rely on a single-channel approach. How to Add Text/SMS Without Adding More Work At this point, the case for including text/SMS in your survey mix is pretty clear. The real question is how to do it in a way that’s consistent, compliant, and easy for onsite teams and leaders to actually use. That’s where Grace Hill comes in. Surveys in PerformanceHQ make it simple to add Text/SMS survey delivery alongside email, so you can reach more residents without creating more work for your teams. Text/SMS invitations are built into the same workflows you already use for your multifamily resident satisfaction surveys and prospect feedback. By adding the Text/SMS survey delivery option through Surveys in PerformanceHQ, you can: Increase response rates across key touchpoints, from tours and move-ins to work orders and renewals. Deliver more surveys to more residents by reaching anyone with a valid mobile number, not just those with active email addresses. Receive response data faster, so teams can spot emerging issues and trends while experiences are still fresh. Capture both qualitative comments and quantitative ratings in one place, with roll-up results and drill-downs displayed directly in the PerformanceHQ portal. 💡Blog: The Key to Better Resident Satisfaction Survey Scores FAQs About Multifamily Resident Satisfaction Surveys You’ve got questions; we’ve got answers. Here are a few common questions about multifamily resident satisfaction surveys, specifically related to text/SMS delivery. 1. What are text/SMS resident surveys? Text/SMS resident surveys are short, mobile-friendly notifications delivered directly to residents via text message. They typically include a link to a mobile-optimized survey, making it easy for residents to share quick, real-time feedback without logging into a portal or searching for an email. 2. What are the benefits of text/SMS survey delivery? Text/SMS survey delivery reaches residents where they already spend most of their time: on their phones. It reduces friction by removing extra steps, increases convenience, and typically yields faster response times, higher completion rates, and more immediate insights compared to email alone. 3. How do text/SMS surveys improve response rates? Because texts are opened quickly and require very little effort to act on, residents are more likely to respond. Text/SMS resident surveys cut through common barriers — like long emails, cluttered inboxes, or forgotten portal links — so more residents see the invitation and follow through. 4. Should property managers use text messaging for feedback? Yes, as long as it’s used thoughtfully. Text messaging helps property managers collect timely, actionable insights while improving the resident experience. It provides a direct, personal communication channel, supports proactive service, and ensures issues can be addressed quickly. 5. Are there best practices for using text/SMS surveys? Absolutely. Keep notifications short and mobile-friendly, send them at reasonable times, avoid over-messaging, and always honor residents’ communication preferences and opt-out requests. When SMS surveys are used with intention and respect, they strengthen trust instead of feeling intrusive. Meet Residents Where They Are Your residents’ preferences vary, and your survey options should too. Communities that pair email with text/SMS delivery don’t just get more responses, they get a richer, more representative picture of the resident experience. If you’re ready to see what that could look like in your portfolio, Surveys in PerformanceHQ can help you add text/SMS survey delivery without adding more work for your teams. Talk to a Grace Hill expert to explore how SMS surveys can support higher satisfaction scores, better insights, and more confident decisions. Important notes: - Published on: 2025-12-02 08:00:38 - Category: Posts - [Gain a Competitive Edge With Text/SMS Survey Delivery](https://gracehill.com/blog/text-sms-resident-satisfaction-surveys/): Making smart business decisions starts with reliable data. In multifamily, your competitive edge often comes down to how well you listen and respond to residents and prospects. Text/SMS survey delivery — the process of sending resident satisfaction and prospect feedback… ------------------------- # 5 Really Simple Steps for Successful Multifamily Marketing Contests > Property leaders and marketers are constantly looking for fresh ways to energize leasing teams and generate authentic content. And one of the simplest and most impactful strategies for doing this is by running multifamily marketing contests. Contests aren’t just a… Full Content: Property leaders and marketers are constantly looking for fresh ways to energize leasing teams and generate authentic content. And one of the simplest and most impactful strategies for doing this is by running multifamily marketing contests. Contests aren’t just a way to make work-life fun. In reality, they are powerful tools for improving engagement, generating valuable content, and reinforcing your overall property marketing strategy. By gamifying tasks like creating unit tours, highlighting amenities, or producing resident engagement clips, you give leasing consultants a reason to create high-quality marketing content — and have fun while doing it. The result? More motivated teams, better multifamily marketing video adoption, and measurable improvements in leasing performance and resident satisfaction. This blog will guide you through how to run a successful leasing team contest from start to finish. You’ll learn how to set the right theme, rules, and prizes, promote participation, run voting fairly, and — most importantly — activate the content afterward. We’ll also share practical contest ideas, prize suggestions, and FAQs to help you launch your own contest with confidence. 5 Really Simple Steps for Successful Multifamily Marketing Contests Choose the Right Contest Theme Set Rules, Timeline, and Prizes Promote the Contest Run Voting Fairly Celebrate and Activate the Content Why Multifamily Marketing Contests Work There’s a reason why contests consistently outperform other motivation tactics. They spark excitement, inspire creativity, and encourage leasing teams to go above and beyond. For multifamily operators, the benefits are especially strong: Leasing consultant motivation. A well-designed contest boosts morale and gives teams something to rally around beyond their daily tasks. Content creation at scale. A contest structured around creating apartment leasing videos can yield a library of unit tours, amenity spotlights, and DIY clips in just a few weeks. Stronger resident engagement. When contests focus on creating helpful videos for residents — such as maintenance tutorials or move-in guides — the impact extends beyond prospects to your existing community. Culture building. Contests foster collaboration, showcase team personality, and reinforce company values. Better performance metrics. Videos boost lead-to-lease conversions, reduce maintenance requests, and improve resident satisfaction scores — so contests that drive videos naturally offer strong ROI. Think of contests as a way to make following property management best practices fun! By incentivizing video creations, you can make the process exciting while unlocking creativity that directly supports your leasing pipeline. Step 1: Choose the Right Contest Theme A contest is only as good as its theme. To create impact, the theme should directly tie to a measurable outcome in your property marketing strategy. If your goal is stronger leasing performance, consider building a contest around apartment leasing videos. Categories might include: Best Apartment Unit Tour (under two minutes) Most Creative Amenity Highlight (pool, gym, dog park, etc.) Best Personalized Prospect Follow-Up (video responses to leads) For properties focused on retention, consider resident engagement ideas, such as: Best DIY Maintenance Tip (quick clips to reduce tickets) Most Creative Welcome Home Video for New Residents Best Neighborhood Insider Tour (feature local spots) And if your goal is team culture, lean into contests that spotlight personality: Funniest Leasing Team Bloopers Best “Meet the Team” Video Most Engaging Resident Event Recap Here’s an example: A property struggling to lease older floor plans could run a contest for the “Best Tour of a Classic Unit.” Leasing agents create short tours highlighting charm and value. Those videos can then be used in ILS listings, giving older units new life. Step 2: Set Rules, Timeline, and Prizes Without structure, contests lose momentum. Providing clear rules and consistently promoting incentives with leasing consultants will keep the contest energy alive. Rules That Work Define who can participate (leasing consultants, full teams, or staff across the portfolio). Then, set submission standards. For video contests, keep submissions short (under two minutes), require captions for accessibility, and remind teams to follow Fair Housing and brand standards. To keep judging manageable, limit entries to one to three per person. Timelines That Build Excitement The sweet spot is two to three weeks for submissions, followed by a one-week voting period. A contest that drags on for months will lose steam, while one that’s too short won’t give busy leasing teams time to participate. Prizes That Motivate Leasing Consultants Prizes don’t need to be extravagant to work. The most effective leasing consultant incentives combine fun and recognition: Gift cards for coffee, dining, or retail. Extra PTO hours or flexible scheduling (like “choose your shift” day). A team lunch or happy hour. Branded company swag. A traveling “Leasing Legend” trophy with bragging rights. Recognition in a company-wide newsletter or leadership meeting. When consultants see both personal rewards and public recognition, participation rises. Step 3: Promote the Contest Even the best apartment marketing campaign ideas need strong promotion. To keep your contest top of mind and drive participation, timing and communication are everything. Here’s an example of how to build momentum from launch to final submission: Kickoff: Start with a kickoff announcement that explains the theme, prizes, rules, and timeline. Use multiple communication channels — email, intranet, Slack, even posters in the office — to make sure no one misses it. Midpoint: Halfway through, send a reminder and spotlight early entries to spark inspiration. Wrap-Up: In the final week, build urgency with a countdown email: “Only 5 days left to submit your video!” Leadership involvement is key. A quick shout-out from a property manager or regional leader during a team meeting signals that the contest matters. This recognition often motivates leasing agents as much as the prizes. Step 4: Run Voting Fairly To avoid frustration, make voting transparent and fair. You have three main options: Judges’ panel – Leadership or marketing staff review submissions. Employee voting – Leasing teams vote, one per person. Hybrid model – Combine employee voting with judges’ scores for balance. Whatever method you choose, publish the criteria upfront. A sample rubric for apartment leasing video contests could include: Storytelling and clarity – 30 points Value for prospects or residents – 30 points Creativity and originality – 20 points Technical quality – 10 points Brand alignment and accessibility – 10 points By setting clear expectations, you ensure participants know what success looks like. Step 5: Celebrate and Activate the Content Don’t let your contest end with a simple “congratulations.” The real ROI comes from repurposing the content you collect. Once the competition wraps, it’s time to celebrate your team’s creativity — and make sure their work doesn’t just sit in a shared drive. Turn those winning videos into engagement drivers that boost morale internally and fuel your marketing externally. Celebrate Big Announce winners across multiple channels — email, Slack, team meetings, or even a celebratory video. Recognize not only winners but all participants. A small token of appreciation, such as certificates or recognition from leadership, reinforces engagement and keeps leasing consultants motivated for future contests. Activate the Content Upload winning apartment tours to your website and ILS listings. Share amenity highlights on social media. Use DIY maintenance clips in resident newsletters. Build Realync playlists for prospect follow-up. When teams see their work activated in real marketing channels, it validates their effort and shows that contests aren’t just for fun — they’re a cornerstone of your multifamily video marketing strategy. Contest Ideas To Spark Engagement Looking to energize your teams and keep your video content pipeline full? The best contests are simple to enter, fun to participate in, and aligned with your marketing goals. Whether your focus is on showcasing your community, highlighting your team’s personality, or creating evergreen content for social and ILS listings, these contest ideas check every box. Need inspiration? Here are some creative apartment marketing contests you can try: Best Apartment Tour in Under Two Minutes Most Creative Amenity Highlight Best Prospect Follow-Up Video Funniest Leasing Team Bloopers Quickest DIY Maintenance Tip Best Neighborhood Insider Guide Most Engaging “Meet the Team” Video Best Resident Event Recap Strongest Resident Testimonial Best Apartment Tour With Captions Each idea not only drives participation but also creates reusable content for your leasing and marketing library. Prize Ideas That Really Motivate Choosing the right leasing consultant incentives is as much about culture as budget. While gift cards and cash are always effective, consider rewards that strengthen team spirit. A team lunch or outing builds camaraderie, while flexible perks like extra PTO hours or preferred parking spots feel personal. Creative prizes, like branded video gear, double as tools for better marketing content down the road. And recognition-based rewards — such as a feature in the company newsletter or a traveling trophy — keep the excitement alive even after the contest ends. Common Mistakes To Avoid Even great leasing team contests can miss the mark if not planned carefully. From unclear rules to weak promotion, small missteps can undermine engagement and limit the content you capture. Being aware of common pitfalls upfront can help you design a contest that excites your team and delivers real marketing value. Here are a few pitfalls to avoid: Unclear rules that confuse participants. Timelines that drag too long, killing excitement. Popularity bias without fair judging criteria. Lack of promotion, leading to low participation. Not activating content afterward, which makes the effort feel wasted. By avoiding these mistakes, you ensure your contest drives participation, generates reusable content, and creates long-term value for both your marketing efforts and your leasing team’s engagement. FAQs About Multifamily Marketing Contests 1. How long should a multifamily leasing contest run? Two to three weeks for submissions and one week for voting is ideal. 2. What are the best prizes for multifamily leasing contests? The most effective leasing consultant incentives are gift cards, PTO hours, team lunches, and recognition from leadership. 3. Do contests really improve leasing performance? Yes. Apartment leasing video contests increase video adoption, generate authentic content, and keep leasing agents motivated, all of which support faster leasing. 4. What types of contests work best for leasing teams? Contests built around apartment video marketing — such as unit tours, amenity highlights, DIY maintenance tips, and prospect follow-ups — typically deliver the best ROI. 5. How do you motivate leasing consultants to participate? Keep contests fun, promote them consistently, and tie them to meaningful incentives. Recognition from leadership is one of the most powerful motivators. Final Thoughts Multifamily marketing contests are more than just team-building exercises — they’re a proven way to integrate gamification into your property marketing strategy. By motivating leasing consultants with creative challenges and meaningful incentives, you generate content that fuels your multifamily video marketing, improves leasing outcomes, and engages residents. Start with a clear theme, keep the rules simple, celebrate your winners, and most importantly, activate the content you collect. When done well, contests will boost leasing performance, energize your teams, and show prospects and residents why your community stands out. Ready to launch your own leasing team contest? Pick a theme, choose the right leasing consultant incentives, and watch your marketing content — and your results — grow. Important notes: - Published on: 2025-11-13 17:04:09 - Category: Posts - [5 Really Simple Steps for Successful Multifamily Marketing Contests](https://gracehill.com/blog/5-simple-steps-for-successful-multifamily-marketing-contests/): Property leaders and marketers are constantly looking for fresh ways to energize leasing teams and generate authentic content. And one of the simplest and most impactful strategies for doing this is by running multifamily marketing contests. Contests aren’t just a… ------------------------- # Apartment Marketing Ideas for Every Season > It’s easy to feel stuck recycling the same apartment marketing ideas year after year. But with each new season comes a chance to switch things up, surprise residents, and show prospects why your community stands out. Seasonal apartment marketing isn’t… Full Content: It’s easy to feel stuck recycling the same apartment marketing ideas year after year. But with each new season comes a chance to switch things up, surprise residents, and show prospects why your community stands out. Seasonal apartment marketing isn’t just about filling a calendar — it’s about creating moments that highlight your community’s lifestyle, build resident loyalty, and keep occupancy strong. To help you plan ahead, here’s a year-round checklist of multifamily marketing ideas for spring, summer, fall, and winter. In this checklist, we’ve rounded up apartment marketing ideas for every season with tips on how to use video to maximize engagement and reach. Jump to a Section Spring Apartment Marketing Ideas Summer Apartment Marketing Ideas Fall Apartment Marketing Ideas Winter Apartment Marketing Ideas Why Video Matters in Seasonal Apartment Marketing Spring Apartment Marketing Ideas Spring is one of the busiest seasons for apartment leasing campaigns and multifamily marketing ideas. Renters are ready for a fresh start, and marketers can use seasonal apartment marketing to stand out in a competitive landscape. From holiday-inspired apartment resident events to community-wide renewal specials, spring offers countless ways to refresh your apartment community marketing strategy and increase occupancy. Ideas for spring campaigns: Think Green: Celebrate Earth Day with a recycling drive, a community garden launch, or a neighborhood clean-up. These resident engagement ideas highlight sustainability while strengthening community bonds. Spring Cleaning Challenge: Provide donation bins, offer checklists, and tie in seasonal leasing specials like early renewal discounts. Holiday Fun: Host Easter egg hunts, St. Patrick’s Day socials, or Cinco de Mayo mixers. These apartment resident events are easy ways to engage current residents while showcasing community culture to prospects. Spring Break at Home: Organize themed nights or trivia games and pair them with referral incentives for a fun, shareable apartment marketing idea. How To Leverage Video in Spring Spring is a natural fit for apartment video marketing. Capture short clips of landscaping in bloom, resident pets enjoying dog parks or walking trails, or seasonal amenities like grilling stations and rooftop decks to use with your apartment digital marketing ideas — from social media to email campaigns. Resident testimonials tied to renewals can also serve as powerful, authentic assets in your seasonal leasing campaigns for apartments. Summer Apartment Marketing Ideas Summer is peak season for apartment leasing campaigns, making it the perfect time to highlight lifestyle perks that prospects crave. Effective multifamily marketing ideas this season should show off outdoor spaces, energize residents with memorable apartment events, and tie into the vibrant energy of summer. With the right apartment community marketing strategy, you can capture attention and convert interest into signed leases. Ideas for summer campaigns: Poolside Kick-Offs: Host Memorial Day or Fourth of July parties to showcase community amenities. These resident engagement ideas are also highly shareable on social media. Local Partnerships: Partner with local food trucks, breweries, or fitness studios to host pop-ups. It’s an apartment community marketing win-win that supports local businesses and drives resident satisfaction. Outdoor Living Tours: Use summer to highlight patios, pickleball courts, and walking trails. These are perfect for incorporating into apartment digital marketing ideas, such as Instagram Reels or quick video tours. Beat the Heat Specials: Drive urgency with fun, limited-time leasing specials. “Pay the Temp of the Day” promos offer reduced fees when the temperature is high. Instead of a $150 deposit and $75 application fee, renters could pay just $98 on a 98-degree day. How To Leverage Video in Summer Summer is the best time to capture lifestyle-focused video content. Create short highlight reels of pool parties or cookouts, record resident shout-outs at food truck nights, and feature your outdoor amenities in authentic walk-through clips. These videos become versatile assets for apartment digital marketing ideas, and they can power seasonal leasing campaigns for apartments all year long. 💡Turn every season into your leasing season. Download our Apartment Marketing Ideas for Every Season infographic today. Fall Apartment Marketing Ideas Fall is a season of transition, making it an ideal time for resident retention strategies in multifamily communities. As the pace of summer slows, apartment marketing ideas should focus on strengthening connections, building community, and encouraging early renewals. Seasonal events also help keep energy high, showing prospects the value of living in your community. Ideas for fall campaigns: Back-to-School Drive: Organize a school supply donation or backpack giveaway. These apartment resident events show that your community cares and connects with local families. Festive Gatherings: Pumpkin carving contests, cider socials, and football tailgates make great resident engagement ideas and content for social channels. Halloween Happenings: Trunk-or-treats or haunted hallways provide fun for families and prospects alike. Don't forget to host a competitive decorating contest for full community bragging rights. Capture the excitement as part of your apartment community marketing efforts. Renewal Push: Launch fall-focused apartment leasing campaigns with incentives, such as gift cards or seasonal baskets, to encourage early renewals. Did someone say ‘Burr’ basket? How To Leverage Video in Fall Video is an easy way to showcase the warmth and fun of fall activities. Record quick clips of pumpkin carving contests, highlight the infamous chili cook-off, or film testimonials from renewing residents. These authentic resident engagement videos make excellent assets for social media and email and can be repurposed as part of next year’s multifamily marketing strategy. Winter Apartment Marketing Ideas Winter can feel quiet, but it’s filled with opportunities for seasonal apartment marketing. From holiday cheer to “new year, new home” campaigns, this is the season to focus on apartment marketing ideas that drive renewals and highlight the community’s welcoming atmosphere. For multifamily teams, the right apartment community marketing strategy can keep occupancy strong during the slower leasing months. Ideas for winter campaigns: Holiday Celebrations: Host tree-lightings, patio decorating contests, hot cocoa bars, or gift-wrapping stations. These apartment resident events create community spirit and photo-worthy content. Community Giving: Organize toy or coat drives in partnership with local charities. They double as resident engagement ideas and powerful marketing stories. New Year, New Home: Position your community as the place for a fresh start. Invite residents to share their favorite traditions at your community to share — these clips feel authentic and heartfelt. Winter Warm-Ups: Trivia nights, cookie swaps, or movie marathons are low-cost apartment marketing ideas that drive retention. Valentine’s Day Appreciation: Show love with small gifts or themed resident events. And don’t forget the chocolates! These support long-term resident retention strategies in multifamily communities. How To Leverage Video in Winter Video helps you showcase warmth in the colder months. Share highlights from holiday parties, record quick “new year, new home” tours, or capture resident testimonials about why they love their community. These authentic clips enrich your apartment digital marketing ideas and fuel your seasonal leasing campaigns for apartments, even when traffic slows. Why Video Matters in Seasonal Apartment Marketing Video marketing content is no longer just a nice-to-have; it has become an essential part of a successful digital apartment marketing strategy. Short, authentic clips bring seasonal resident events to life, make your community feel relatable, and drive stronger engagement online. With tools like Realync, multifamily marketers can capture, edit, and share video content quickly, turning everyday resident events into leasing campaign gold. By combining smart seasonal campaigns with the power of video, you’ll create year-round marketing momentum that attracts new residents, boosts renewals, and builds a strong sense of community. Happy Recording! Make every season your leasing season! Download the full infographic and contact Realync for video marketing ideas that boost engagement and drive results. Important notes: - Published on: 2025-10-23 09:19:12 - Category: Posts - [Apartment Marketing Ideas for Every Season](https://gracehill.com/blog/apartment-marketing-ideas-for-every-season/): It’s easy to feel stuck recycling the same apartment marketing ideas year after year. But with each new season comes a chance to switch things up, surprise residents, and show prospects why your community stands out. Seasonal apartment marketing isn’t… ------------------------- # From Tours to Tech: 8 Leasing Agent Skills That Close Leases Faster > Leasing agents are the heartbeat of every multifamily community. They welcome prospects, support residents, and shape the overall experience at your property. But renters expect more than a friendly face — they want quick responses, seamless online interactions, and meaningful… Full Content: Leasing agents are the heartbeat of every multifamily community. They welcome prospects, support residents, and shape the overall experience at your property. But renters expect more than a friendly face — they want quick responses, seamless online interactions, and meaningful connections. So what does it take to become a top leasing agent? The most successful ones bring together leasing agent skills in both people management and digital know-how to build trust and convert prospects into residents. In this post, we’ll explore the eight leasing agent skills that truly move the needle, so you can close leases faster and create lasting resident satisfaction. 8 Leasing Agent Skills That Close Leases Faster Clear, Proactive Communicator Active Listener Tech-Savvy Problem Solver Empathetic and Customer-Centric Diplomatic Detail-Oriented and Organized Persuasive and Inspiring 1. Clear, Proactive Communicator Strong communication is the cornerstone of the leasing experience. Leasing agents who communicate with clarity and confidence put prospective renters at ease and set a positive tone for every interaction — from the initial inquiry to move-in day.  Proactive communication, such as following up after tours, sharing updates on availability, and reminding prospects of key dates, keeps the leasing process moving forward and reduces uncertainty. The result? Prospects feel heard, informed, and motivated to take the next step toward signing a lease. 2. Active Listener Listening well is a superpower.  So a common quality among top leasing agents is that they listen more than they speak. Rather than rushing through a script, they ask thoughtful questions and tune in to what matters most to prospective residents.  Whether that’s budget and lifestyle needs or location preferences and amenities that feel like must-haves, they uncover the priorities that guide leasing decisions.  Active listening allows agents to build trust by tailoring their recommendations and highlighting exactly what will resonate with that specific prospect. This personalized approach helps renters picture themselves as part of your community.  3. Tech-Savvy Leasing agents depend on technology, from PMS systems to video tours and AI-powered leasing tools. It’s important to understand — and embrace — your company’s tech stack. Agents who are comfortable with these platforms can respond quickly, schedule tours with ease, and showcase units online or in person.  And let’s be clear: Being tech-savvy means more than just knowing how to log in. It’s about knowing how to leverage your company’s tools to respond faster, deliver accurate information, and create a seamless online-to-offline experience. Tech fluency creates a smoother experience. When leasing teams embrace technology, they meet renters where they start their search — online. 4. Problem Solver No two days in leasing look the same, which is why problem-solving skills are a must — and arguably one of the most underrated leasing agent skills. But, quite frankly, the ability to solve problems makes a big impact on the renter experience.  Unexpected challenges come up every day, whether it’s addressing a last-minute maintenance issue before a tour or finding a way to make the numbers work for a renter with a tight budget. Skilled problem solvers keep calm under pressure and find creative ways to keep the process positive and stress-free. Equally important, it helps brand your community’s reputation as a place that truly cares. 5. Empathetic and Customer-Centric At its core, leasing is about people, and helping people find their next home is a deeply personal decision. By leading with empathy, agents build stronger connections with prospects and residents alike. Understanding the emotions tied to choosing a new home makes renters feel supported and helps foster long-term loyalty. It creates an experience that goes beyond transactions and fosters long-term resident satisfaction. 6. Diplomatic Even in the most well-run communities, conflicts arise. Tough conversations are simply part of the job, and skilled leasing agents know how to handle them with professionalism and patience.  Whether it’s explaining company policies, managing a disagreement, or smoothing over a negative experience, effective agents approach conflict with tact. By focusing on de-escalating issues and seeking fair solutions, they protect the reputation of the property and keep residents satisfied. 7. Detail-Oriented and Organized Leasing agents juggle a lot — applications, screenings, tours, follow-ups, and move-in checklists; all of which require careful attention. Staying organized is what keeps everything running smoothly and enables agents to manage multiple priorities without letting details slip.  This precision keeps operations compliant and ensures prospects enjoy a seamless, frustration-free experience from start to finish. Leasing agents who are detail-oriented and organized free up more time to focus on what matters most: connecting with residents and prospective residents. 8. Persuasive and Inspiring At the end of the day, leasing is a sales role, but the best agents understand that it’s much more than that. Skilled agents combine sales know-how with storytelling, painting a picture of what makes life in your community special. They highlight unique amenities, share authentic resident stories, and help prospects imagine themselves living there. This blend of sales ability and storytelling is what ultimately turns interest into signed leases. Top leasing agents combine service, communication, empathy, organization, and sales skills with a strong command of technology. Mastering these leasing agent skills helps agents do more than fill apartments — they build lasting resident relationships and thriving communities. Ready to help your leasing team sharpen their skills? Connect with our experts today! FAQs About Leasing Agent Skills Q: What are the most important leasing agent skills today? Strong communication, empathy, problem-solving, organization, and tech-savviness top the list for modern leasing agents. Q: How can virtual leasing agents stand out? Virtual leasing agents should use authentic, well-lit video tours, highlight lifestyle benefits of the community, and follow up quickly with personal touches to build trust. Q: What are some quick apartment leasing tips and tricks? Respond quickly, personalize your outreach, use video to showcase units, and know your local neighborhood inside and out. Q: How can leasing agents improve their skills? Ongoing training, practice with video tools like Realync, and leveraging resources such as Grace Hill’s Digital Catalog can help agents grow their careers. Important notes: - Published on: 2025-10-13 08:00:44 - Category: Posts - [From Tours to Tech: 8 Leasing Agent Skills That Close Leases Faster](https://gracehill.com/blog/8-leasing-agent-skills-that-close-leases-faster/): Leasing agents are the heartbeat of every multifamily community. They welcome prospects, support residents, and shape the overall experience at your property. But renters expect more than a friendly face — they want quick responses, seamless online interactions, and meaningful… ------------------------- # The Secret Sauce: How To Have Top-of-Funnel Multifamily Marketing Success > When I first started working in multifamily, I quickly learned that driving top of multifamily marketing funnel leads takes more than passing out flyers in the neighborhood or posting photos on social media. It’s really about sparking curiosity to make… Full Content: When I first started working in multifamily, I quickly learned that driving top of multifamily marketing funnel leads takes more than passing out flyers in the neighborhood or posting photos on social media. It’s really about sparking curiosity to make someone think, “I want to check this place out.” Over the years, I worked onsite in several roles, including Director of Education and Marketing Director, before stepping into my current role as Sr. Director of Brand and Events at Grace Hill. Those experiences showed me just how much a strong top-of-funnel marketing strategy can shape leasing success and overall property performance. Why Awareness Matters More Than Ever Here’s the thing: Awareness has gotten a whole lot tougher. Renters today are overwhelmed with options and digital noise. A single prospect might have ten tabs open, comparing communities, floor plans, and reviews before ever clicking “schedule a tour.” That’s why the awareness stage of the multifamily marketing funnel is so critical. If you don’t stand out early with authentic, relatable content, you risk getting lost in the shuffle. It’s More Than Just Being Seen Awareness is about more than just getting your community’s name out there. Renters want to feel what life might be like in your community from the very first click. That means top-of-funnel marketing has to go beyond driving traffic. It should show your personality, build trust, and spark enough interest to keep prospects moving forward — first to a tour, and then to a signed lease. 3 Practical Multifamily Marketing Awareness Strategies We recently published a comprehensive article, “How to Build a Multifamily Marketing Funnel That Actually Converts,” where we share proven strategies to attract renters, guide leasing, and convert tours into signed leases. Here are a few points from the article that I think are essential: 1. Get Found Online Multifamily SEO strategies may not sound exciting, but they often determine whether prospects even discover your property in the first place. Ranking well in local search can be the difference between being on a renter’s short list or never being seen at all. 2. Manage Property Reviews Glowing reviews are gold, but unanswered negative feedback can stop renters in their tracks. Responding quickly and authentically — to the good and the not-so-good — shows that you care and builds credibility. 3. Create Multifamily Content That Converts This is where the fun really starts. Short video tours, blogs about your neighborhood, and behind-the-scenes posts about your team help renters picture themselves living in your community. These are just a few of the strategies the article covers, but focusing on these ensures your property stands out online, builds trust with prospects, and keeps your multifamily marketing funnel full from first click to signed lease. A Quick Example From My Own Experience One of my favorite awareness strategies came from trying to lease units that had been sitting vacant for way too long. We decided to create what we called “Lease Me & Keep Me” units. The idea was simple but powerful: We’d paint an accent wall, add a large canvas piece of art, and throw in a few decorative touches. For less than $100, we transformed the look and feel of the space. Then came the fun part. Our leasing team would record a short video tour of the unit, post it on social, add it to our website, and use it in follow-ups with prospects. Suddenly, those long-term vacant units were gone in a week or less. Sister communities even adopted the idea after seeing the results. And when new residents moved in, we’d ask them to share their own photos online, which created even more buzz. That little experiment proved to me that awareness doesn’t have to be expensive — it just has to be creative, authentic, and shareable. Let the Data Be Your Guide And the best part? The data is there to tell you what’s working. Page views, clicks, reviews, and social engagement are more than numbers. They are clues about what renters care about most. When you use that insight to fine-tune your marketing, awareness stops being a guessing game and starts becoming a growth engine. I always tell teams that top-of-funnel marketing should feel less like shouting into the void and more like opening a conversation. You’re not just trying to be seen, you’re trying to be remembered. And when you get that right, everything else in the funnel gets easier. Ready To Strengthen Your Funnel? If you’re ready to go deeper, I highly recommend checking out the complete article, ”How to Build a Multifamily Marketing Funnel That Actually Converts.” It walks through all three stages of the multifamily marketing funnel, with practical strategies you can put into play right away. You can also download our printable multifamily marketing funnel infographic to keep by your desk for quick inspiration. Because at the end of the day, awareness is not just about being visible. It is about being intentional, relatable, and authentic. And that is how you turn casual browsers into future residents. Important notes: - Published on: 2025-10-08 12:08:24 - Category: Posts - [The Secret Sauce: How To Have Top-of-Funnel Multifamily Marketing Success](https://gracehill.com/blog/top-of-funnel-multifamily-marketing-success/): When I first started working in multifamily, I quickly learned that driving top of multifamily marketing funnel leads takes more than passing out flyers in the neighborhood or posting photos on social media. It’s really about sparking curiosity to make… ------------------------- # Proven CTA Strategies To Skyrocket Your Multifamily Marketing > In multifamily marketing, a well-crafted call to action (CTA) — the specific action you want your audience to take next — can make all the difference. It’s the trigger in your content strategy that inspires clicks and, hopefully, further action. … Full Content: In multifamily marketing, a well-crafted call to action (CTA) — the specific action you want your audience to take next — can make all the difference. It’s the trigger in your content strategy that inspires clicks and, hopefully, further action.  Unfortunately, many marketers make the mistake of placing all their focus on the content — and, to be clear, that is crucial — but leave little thought, creativity, or imagination for the CTA. And after all the work you put into creating compelling content, it’s a tragic miss if your CTA falls flat.  From apartment lease-up strategy to full resident retention, the most effective and attention-grabbing CTAs are those that resonate with an individual’s specific needs, and they should be tailored and personalized to the audience you are trying to engage.  The good news: Creating CTAs that truly connect with prospects and residents doesn’t have to be complicated — it just requires intentionality. By understanding why CTAs matter and how to shape them for different channels, you can transform everyday interactions into meaningful engagement.  Let’s explore practical examples and strategies that will help you craft attention-grabbing CTAs that not only capture interest but also move your audience to take action. Jump to a Section Why Do Strong CTAs Matter in Multifamily Marketing 6 Tips for Crafting Compelling CTAs on Your Website How to Drive Action With Email and Text Campaign CTAs How You Can Amplify CTAs With Video Why Do Strong CTAs Matter in Multifamily Marketing In multifamily marketing, your content may grab attention, but it’s the call to action that determines whether interest turns into a decision. A strong CTA guides prospects and residents toward a desired action, whether that’s scheduling a tour, starting an application, or renewing a lease. And without a clear and compelling directive, even the best marketing message can leave your audience unsure of what to do next, leading to missed opportunities that quickly add up — but not in a good way. Beyond simply prompting clicks, CTAs reinforce your brand voice and ensure your marketing feels intentional. For example, “Schedule Your Tour Today” feels more urgent and persuasive than a generic “Learn More.” This subtle difference can directly impact conversion rates, helping you move people further down the leasing journey with confidence. Strong CTAs also matter because today’s renters are inundated with choices and information. By including a well-crafted CTA, you raise your chances of cutting through the noise by being specific, relevant, and timely.  In resident communications, this might mean prompting a renewal conversation early with “Secure Your Spot for Another Year,” or encouraging community engagement with “RSVP to Tonight’s Resident Social.”  Research by HubSpot found that personalized CTAs outperform basic CTAs by 202%. When personalized to the renter’s stage in the journey, they help you build trust and demonstrate you understand their needs. So, yes, they matter because CTAs are more than marketing afterthoughts — they are powerful tools that drive engagement and conversions. 6 Tips for Crafting Compelling CTAs on Your Website Most of the digital strategies of your multifamily marketing plan likely lead back to your community website, which is great! Your website offers numerous opportunities for highly tailored and personalized CTAs. And in many cases, it’s often the first impression a prospective renter has of your community.  To be effective, these CTAs should be clear, prominent, and aligned with the user’s intent. Here are a few best practices to keep in mind: 1. Make CTAs Stand Out Visually. Use design elements such as contrasting colors, bold fonts, and strategic placement to ensure your CTAs don’t get lost in the page design. Buttons like “Schedule a Tour” or “Check Availability” should catch the eye quickly, especially on high-traffic pages like floor plans and amenities. 2. Keep the Language Action-Oriented. Strong CTAs use precise, direct verbs that encourage immediate action. Instead of vague options like “Click Here,” use more specific prompts such as “Apply Now,” “See Pricing,” or “Start Your Virtual Tour.” This eliminates confusion and makes the benefit of the click obvious. 3. Place CTAs Where They Align With User Behavior. Position CTAs where prospects are most likely to make a decision — next to floor plan details, under virtual tours, or at the bottom of community amenity pages. Don’t just place them at the top of the page and hope because hope is not a strategy. Instead, think strategically about when the user will be ready to act. 4. Use Multiple CTAs — But Don’t Overwhelm. Having more than one CTA across a page is a smart approach, but they should be consistent and intentional in their design. For example, you might include “Schedule a Tour” buttons in multiple sections, but avoid offering too many competing CTAs that could distract or overwhelm the visitor. 5. Optimize for Mobile. A large percentage of apartment searches happen on mobile devices. CTAs should be thumb-friendly, easy to tap, and just as visually prominent on a phone as they are on a desktop. 6. Test and Refine. Every audience is different, so run A/B tests with different button text, colors, and placements to see what drives the most clicks and conversions. Small changes in CTA design can often lead to significant improvements in results. While website CTAs are an essential piece of your multifamily marketing plan, they are just one piece of the puzzle. You also need to think strategically about how you use them in your email marketing and text campaigns.  How To Drive Action With Email and Text Campaign CTAs Email and text campaigns are essential tools in any multifamily marketing plan. They consistently deliver strong results. When paired with thoughtful — and, as you probably already guessed — personalized CTAs, they become even more powerful.  A well-crafted CTA ensures that your message doesn’t just land in someone’s inbox but motivates them to take the next step toward leasing or engaging with your community, generating more impactful results for you and your team. The key is matching your CTA to the information a prospect provides. For example, if a prospect has expressed interest in a studio apartment, you want to: Do This: “Check out the view from this studio apartment — available right when you need it!” Not This: “Check out this beautiful 3-bedroom unit.”  Relevance matters. And even when you don’t have detailed information on a prospect, you can still personalize the CTA by highlighting the value and benefit of living in your community. Your reviews and testimonials — “Hear why residents say this is the perfect place to call home.” — work exceptionally well here in helping tell your story.  💡 If you’re struggling to build a strong pool of reviews, read “10 Ways To Ask for Apartment Reviews and Encourage Feedback.”  As prospects move further down the multifamily marketing funnel, your CTAs can become more direct and incentive-driven. Phrases like “Ready to get the keys? Sign your lease today, and we’ll waive the application fee” help remove barriers and create a sense of urgency. For residents, email and text CTAs are equally valuable for building community engagement. A simple reminder, such as “Don’t miss our fall festival — RSVP here,” keeps residents connected and reinforces positive relationships.  Ultimately, strong CTAs in your email and text campaigns make your outreach more than just one-way communication tools; they have the potential to inspire action. By matching the right message with the right CTA, you’ll capture attention while likely increasing conversions, renewals, and resident satisfaction. How You Can Amplify CTAs With Video CTAs need to grab attention and deliver something of real value. And one of the most effective ways to achieve this is by incorporating video. Video has become a cornerstone of apartment marketing strategies because it instantly brings your community to life, offering prospects a glimpse of what it’s like to live there.  Because remember this: When your CTA links directly to a video, you create a richer, more engaging experience, and prospects are far more likely to click. Why does this matter? Video CTAs drive higher engagement and conversions compared to static links or text alone. Recent data shared in “Video Marketing Statistics for 2025: Trends & Insights” shows that landing pages featuring video can boost conversion rates by up to 80%, demonstrating the powerful impact a video CTA link can have in motivating someone to take action. 💡 Need help with filming unit tours that help drive leases? Download “Lights, Camera, Lease! Your Quick Guide To Filming a Scroll-Stopping Unit Tour.” So whether you're offering a walk-through of a model unit or sharing resident testimonials, embedding a video into your CTA can significantly shorten the path from discovery to leasing. Think about it. A button that says “Take a 60-Second Tour Now” or “See What Residents Love Most” promises immediate, visual content that feels personal and trustworthy. Instead of telling prospects why your property is special, video shows them — whether that’s through a virtual tour, a resident testimonial, or a quick showcase of amenities. Sample Video CTAs for Your Multifamily Marketing “Take a 60-Second Virtual Tour of Your Future Home.” “See Inside This Studio Apartment Before It’s Gone.” “Watch Why Residents Say This Is the Best Place To Live.” “Click To Explore Our Resort-Style Amenities in Action.” “Hear From Residents: Why They Chose [Community Name].” “See How Easy Moving In Can Be — Watch Now.” “Take a Video Walk-Through and Picture Yourself Here.” More importantly, the impact of an impactful CTA extends beyond prospects at the top of the funnel. Video CTAs can nurture leads further down the leasing journey by answering common questions, helping solve and fix common maintenance issues, showing move-in-ready units, or highlighting special offers. For current residents, they can build community by recapping events or promoting upcoming gatherings in a more dynamic way than simply using text. Even better, when you choose a solution like Realync’s Virtual Leasing and Video Tools, you gain a robust set of features, including an Analytics Dashboard and Live Video Intelligence, that improve your multifamily marketing ROI. So here’s the bottom line: Strong CTAs are more than clever copy — they’re the bridge between interest and action in your multifamily marketing strategy. Whether you’re building awareness through your website, nurturing prospects with email and text campaigns, or amplifying engagement, well-crafted CTAs help guide renters confidently along their journey. By being intentional, personal, and creative, you can transform your calls to action into one of the most effective tools in your marketing toolbox. Isn’t it time to take your CTAs — and your marketing results — to the next level?  Explore how Realync’s Virtual Leasing and Video Tools can help you create attention-grabbing, high-converting experiences that convert. Important notes: - Published on: 2025-09-05 13:13:16 - Category: Posts - [Proven CTA Strategies To Skyrocket Your Multifamily Marketing](https://gracehill.com/blog/proven-cta-strategies-to-skyrocket-your-multifamily-marketing/): In multifamily marketing, a well-crafted call to action (CTA) — the specific action you want your audience to take next — can make all the difference. It’s the trigger in your content strategy that inspires clicks and, hopefully, further action. … ------------------------- # 5 Tips To Make Your Maintenance Teams Feel Valued > Behind every well-run multifamily community is a skilled and hardworking apartment maintenance team — yet these essential professionals often operate behind the scenes without the recognition they deserve. While leasing teams and office staff may receive the bulk of attention,… Full Content: Behind every well-run multifamily community is a skilled and hardworking apartment maintenance team — yet these essential professionals often operate behind the scenes without the recognition they deserve. While leasing teams and office staff may receive the bulk of attention, maintenance teams are the ones responding to emergencies, solving problems on the fly, and ensuring residents feel at home every day. Fostering a culture where apartment maintenance professionals feel truly seen, heard, and supported isn’t just good for morale — it’s a smart retention strategy that builds stronger, more cohesive teams. Let’s explore five impactful ways property managers and leaders can better support their maintenance staff and enhance their role within the organization. Jump to a Section 5 Ways To Make Maintenance Teams Feel Seen and Heard How To “R.A.M.M.P.” Up Career Development Turning Strategy Into Action: It’s Time To Build the Playbook 5 Ways To Make Maintenance Teams Feel Seen and Heard Maintenance professionals are the backbone of any multifamily property, yet their work is often overlooked amid the hustle of day-to-day operations. While much attention is given to leasing goals or occupancy rates, ensuring your maintenance team feels valued and respected is equally important, especially when it comes to engagement and retention. Here are five practical ways property managers and leadership teams can make their maintenance teams feel seen, heard, and supported. 1. Simple Human Connection Building relationships starts with simple gestures and genuine, personal conversation. Adrian Danila, Founder, Multifamily X Consulting, emphasizes the positive impact of simply taking the time to ask a maintenance technician about their day, as well as their hobbies, pets, or favorite foods. These aren’t just pleasantries; they signal that a person is valued beyond their role. Even more impactful is remembering and referencing these personal details in future conversations. Asking, “How’s your dog doing after surgery?” or “Did you end up trying that new taco place?” shows attentiveness and care — two powerful drivers of employee connection. 2. Acknowledging the Job's Demands Maintenance is physically and mentally demanding work. It often involves tight deadlines, unpredictable issues, and a constant push for efficiency, sometimes with little recognition. One way to foster respect is to regularly acknowledge the unique challenges these team members face. To have an effective apartment maintenance retention strategy, property managers should make it a point to understand their team's daily responsibilities and express appreciation for the expertise and resilience it takes to do the job well. A little recognition goes a long way in showing technicians that their work is understood and respected. 3. Prioritizing Training and Development Training shouldn’t just be for leasing or office staff. When maintenance teams are excluded from professional development opportunities, it sends the wrong message about their importance to the organization. According to Mark, there is a noticeable attendance gap between leasing and maintenance professionals at training events, often because maintenance teams aren’t given the same priority — or time off — to attend. Property leaders should ensure that maintenance technicians have access to quality training and actively encourage their attendance. Better yet, managers can attend these sessions, too, demonstrating solidarity and a commitment to mutual learning. It’s a misconception to believe that your budget can’t support what it takes to adequately equip your maintenance teams with the necessary skills and training to care for your properties. In fact, Grace Hill has a comprehensive collection of maintenance-specific training to ensure properties are well-maintained and continue to function at their peak for years to come. ✅ Check out these resources: Maintenance Training courses are designed to enhance your team’s performance. SkillCat Mobile Maintenance Training provides your team with essential technical skills, enabling you to invest in their careers while improving satisfaction and reducing unnecessary repair costs. 4. Cross-Training and Hands-On Experience One of the most effective ways to build respect and understanding across teams is through cross-training. When property managers take the time to participate in common maintenance tasks, like changing a garbage disposal or troubleshooting a leaky faucet, they gain a firsthand appreciation for the skills and effort involved. This hands-on experience not only fosters empathy but also helps bridge communication gaps between departments, creating a shared language and mutual respect that strengthens team cohesion. 5. Career Coaching and Development Support doesn’t stop at the technician level. Many apartment maintenance professionals aspire to supervisory roles, and property managers can play a key role in helping them prepare. One strategy Mark uses is conducting “rehearsal interviews” with team members who want to grow into leadership positions. These mock interviews provide a safe space for offering constructive feedback, identifying skill gaps, and building confidence. By investing time in coaching, offering targeted development opportunities, and outlining clear pathways for advancement, companies send a strong message: We see your potential, and we’re here to help you achieve it. When maintenance teams feel seen and heard, they’re not just more satisfied — they’re more loyal, more motivated, and more likely to go the extra mile. These five strategies provide a strong foundation for cultivating that sense of value and belonging across your entire team. How To “R.A.M.M.P.” Up Career Development Employees at all levels desire to understand their career opportunities and advancement possibilities. More importantly, they want to feel that their supervisor also cares about the trajectory of their career, both in their current position and beyond. Research and reports by SHRM (Society for Human Resource Management) revealed that among high-performing employees, 41% cited insufficient career growth opportunities as their reason for leaving. Yet, only 57% of organizations actually provide career paths for their employees. As Ragan Decker reports, “When managers hold meaningful career discussions with employees at least once a month, worker engagement levels are higher (55 percent) than when they do so twice a year (42 percent), yearly (29 percent) or never (19 percent). To help overcome that hurdle, Tara Samuels, founder and CEO of Multifamily Mentor Matchmaking, developed the acronym R.A.M.M.P. as a tool to help management companies create a strategic roadmap. Here’s an overview of how to R.A.M.M.P. up career development: R - Referrals Tara notes that one of the most underrated recruiting tools in multifamily is referrals; yet they’re at the core of building teams that stick. Maintenance professionals, like everyone else onsite, are in the business of relationships. They sell residents on the value of the community every day through reliability, responsiveness, and service. So, when it comes to hiring, it makes sense that they'd refer people they know, like, and trust. Whether it's a friend in construction or a former coworker from another community, these personal networks are often full of untapped potential. That’s why implementing a robust referral program that goes beyond the basics — think monetary bonuses, extra PTO, or creative perks — is key. A strong referral program not only attracts top talent but also improves retention. When maintenance professionals get to work alongside people they already know and trust, they're more likely to stay long-term. If your current referral strategy is underwhelming or nonexistent, it's time to reevaluate, as it could be your most powerful tool for hiring multifamily maintenance staff. A - Associations For many multifamily professionals, joining an apartment association is a career game-changer, and it can be the same for your maintenance team if they’re given the chance. Too often, employee onboarding focuses only on the day-to-day tasks of the job and overlooks something equally important: introducing new hires to the broader industry they’ve just joined. Many maintenance professionals enter multifamily from other fields, such as construction, and may not fully understand the long-term career opportunities available to them. That’s why it’s crucial to incorporate industry education into the onboarding process. Showcase career paths, professional designations, and success stories from individuals who started out just like them and worked their way up. Structured programs like Grace Hill’s Onboarding Pathways can help organizations incorporate these industry insights alongside role-specific training, creating a more comprehensive onboarding experience that supports long-term engagement and career growth. 💡Learn more about onboarding in this on-demand webinar: “The Art of Onboarding: Building Strong Foundations for Employee Success.” Another idea? Set aside a portion of your compensation budget to cover attendance at local apartment association events, allowing team members to choose events that align with their interests. Whether it’s a networking luncheon or a maintenance-specific workshop, these events build community, expand knowledge, and help your team feel like part of something bigger than just one property. It’s a low-investment, high-return strategy for engagement and retention. M - Milestones Yes, Maintenance Appreciation Week is important — but if it’s the only time your team feels celebrated, it’s not enough. Recognition should be consistent and tied to real accomplishments, not just annual events. One creative approach is to implement a point-based milestone system. For example, technicians could receive 50 points for completing their first work order, five points for each subsequent one, and a bonus when they reach a milestone, such as their 50th or 100th work order. Those points could then be redeemed for company swag, time off, gift cards, or even professional development opportunities. This type of recognition turns everyday achievements into moments of pride and motivation. It helps break up the routine and shows that each task — whether it’s fixing a faucet or troubleshooting an HVAC issue — is noticed and valued. Celebrating these milestones boosts morale and builds loyalty, one work order at a time. M - Mentors Mentorship shouldn't be left to chance. Instead of expecting maintenance professionals to seek guidance on their own, proactively pair them with a mentor — someone who can offer real-world advice, model professional growth, and answer questions with empathy and understanding. Whether it’s a formal program or an informal pairing, mentors give team members a clearer vision of what’s possible. Highlight success stories from people who started as groundskeepers or technicians and worked their way into leadership roles. Share their journeys, ask them to tell their stories, and use that inspiration to fuel the aspirations of your rising talent. If you don’t have a mentoring structure in place, consider building one. Even a few hours a month of intentional conversation can make a lasting difference in confidence, performance, and long-term retention. P - Personalized At the end of the day, people want to feel like more than just a name on a schedule. Personalization helps build that connection, starting with how your company features its team. Showcase maintenance professionals on your website, include them in property tours, or introduce them during move-ins. Consider having your maintenance team record short video messages to welcome new residents. With Realync, Grace Hill’s virtual leasing and video tools, you can easily create personalized videos. A simple clip — “Hi, I’m Marcus, I’ll be helping keep your home in great shape. I’m a dog dad, a grill master, and proud to work here.” — can go a long way in building resident rapport and team visibility. You can also take it a step further with personalized follow-ups after work orders. A quick thank-you video after a repair shows pride in work and fosters trust with residents. And that connection goes both ways: Residents gain a greater appreciation for the maintenance team, and technicians feel recognized for their efforts. 👀 To learn more about this topic, watch this webinar to hear from industry experts: "How To Create a Winning Playbook for Recruiting and Retaining Maintenance Teams." Turning Strategy Into Action: It’s Time To Build the Playbook From digital innovation to daily conversations, the most effective apartment maintenance staffing strategies blend human connection, strategic development, and culture-driven innovation. Recruiting and retention challenges aren’t unique to one company — they’re industry-wide issues that call for industry-wide solutions. While there’s no one-size-fits-all answer, there is power in taking intentional steps to support the people who keep our communities running. Whether you’re rethinking your referral program, mentoring your next leader, or simply making space to celebrate small wins, each effort builds toward a stronger, more resilient maintenance team. Now is the time to put these strategies into practice. Start with one change, and keep going. When maintenance professionals feel seen, supported, and empowered, they won’t just stay — they’ll thrive. Important notes: - Published on: 2025-08-14 08:00:54 - Category: Posts - [5 Tips To Make Your Maintenance Teams Feel Valued](https://gracehill.com/apartment-maintenance-team-retention-tips/): Behind every well-run multifamily community is a skilled and hardworking apartment maintenance team — yet these essential professionals often operate behind the scenes without the recognition they deserve. While leasing teams and office staff may receive the bulk of attention,… ------------------------- # NPS Surveys Aren’t Enough: How To Really Understand Stakeholder Satisfaction > In real estate, the Net Promoter Score (NPS) has become a go-to metric for gauging the satisfaction of residents, tenants, and employees. It’s quick to administer, easy to understand, and widely recognized across industries. For many owner/operators and property managers,… Full Content: In real estate, the Net Promoter Score (NPS) has become a go-to metric for gauging the satisfaction of residents, tenants, and employees. It’s quick to administer, easy to understand, and widely recognized across industries. For many owner/operators and property managers, it seems like a reliable pulse check: “How likely are you to recommend this building, community, or workplace to a friend?”  But here’s the problem — NPS doesn’t measure actual experience, loyalty, or satisfaction in context. And it doesn’t help you understand “why” your stakeholders stay, leave, or disengage.  In a business where high occupancy and layered relationships define success, relying solely on NPS is like navigating with a compass in the fog — it points somewhere, but it doesn’t tell you what’s ahead. If satisfaction is your path to renewal, revenue, and reputation, then NPS is an incomplete roadmap. It’s reactive, not predictive. It may tell you that something is wrong, but it doesn’t tell you what’s broken, what’s working, or what to fix. That’s a dangerous position in today’s real estate market, where expectations are rising, competition is fierce, and silent churn is more prevalent than ever. Jump to a Section Silent Churn Is a Real Threat — And Expensive NPS Is a Starting Point, Not a Strategy Deeper Insights That Drive Real Improvement Proven Survey Program That Meet Your Business Needs When You Listen Better, People Stay Longer Silent Churn Is a Real Threat — And Expensive One of the biggest risks of over-relying on NPS is that it doesn’t warn you; it reports the aftermath. A single question can’t capture the full experience of a tenant or resident whose frustrations began with delayed maintenance, escalated during confusing lease communication, and peaked with a poor amenity experience. Additionally, it won’t alert you if a dissatisfied employee is “quiet quitting,” reducing their effort and disengaging, which severely impacts turnover and your bottom line. Yet by the time they’ve decided not to renew or your employee has turned in their notice, it’s too late. NPS simply won’t show you the early warning signs, the moment they started to slip away. This is what makes “silent churn” so dangerous (and costly). Tenants, residents, and employees may not voice their dissatisfaction directly, but it doesn’t negate the fact that their experience is declining. And the cost of losing an essential stakeholder is more than just a missed opportunity or an inconvenience; it’s a blow to your bottom line.  For example, according to Grace Hill’s Kingsley Index data, losing a 10,000-square-foot lease can result in a $427,000 revenue gap. Even more so, at $4,700 cost per new hire, the hidden cost of employee turnover can quickly snowball into a staggering $150,000 loss each year. Multiply that across a portfolio, and you begin to see how expensive these blind spots can be. NPS Is a Starting Point, Not a Strategy To be clear, NPS isn’t useless. It can serve as a starting point, a general indicator of sentiment. But if it’s the only metric in your tenant, resident, or employee experience tool kit, you're leaving critical signals on the table.  There are two key reasons NPS shouldn’t be your singular metric: #1: There’s no “why” behind the score. NPS lacks nuance. It doesn’t tell you why someone gave a high or low score. It doesn’t show how satisfaction varies over time or by property, team, or issue, which means your staff is left flying blind — guessing what to fix, what to replicate, and how to prioritize their efforts. # 2: There’s no trendline visibility. Even worse, NPS fails to measure the impact of operational decisions. If you bring in a new vendor, restructure your maintenance process, or change communication policies, there’s no visibility into how those changes are affecting stakeholder experience. That’s a huge miss in an industry where data-informed decision-making is the new standard. While NPS provides a starting point, actually knowing what to do requires a more comprehensive, actionable approach. And that’s where engaging a proven satisfaction survey solution comes in. Grace Hill’s Satisfaction Surveys: Deeper Insights That Drive Real Improvement To improve satisfaction and retention, you need data that is actionable, precise, and property-specific. That’s where Grace Hill and the Kingsley Index come in with surveys and benchmarking tools built to gather accurate, unbiased data and turn it into measurable results. Unlike static, one-dimensional scores, our surveys provide comprehensive feedback that drills into every aspect of the stakeholder experience — leasing, communication, maintenance, amenities, and more. Here’s How Grace Hill’s Satisfaction Surveys Are Different: Granular insight for better-informed decisions. Generic scores won’t help you improve what you can’t pinpoint. Grace Hill Surveys gives you detailed, property-specific feedback so you can identify exactly where to improve operations and satisfaction. Whether it’s a recurring maintenance issue, a gap in front-office communication, or an employee conflict left unchecked, you’ll have the clarity to make confident, informed decisions. Real benchmarks, not just sentiment. You get more than numbers; you get clarity. Sentiment is subjective. Benchmarking is strategic. With benchmarks from the Kingsley Index, you can compare your properties against peers in the industry and see where you truly stand. You’ll know whether your performance is exceptional or underwhelming, and where to focus your improvement efforts. Action plans, not assumptions. Data only drives change when it’s actionable, and with Grace Hill, you can move from assumption to action. Structured insights can be shared with property teams to empower managers; identify training needs, operational gaps, or service inconsistencies; and close the loop with residents and tenants. Instead of guessing, your teams get a blueprint for what stakeholders value and what will move the needle on satisfaction and renewals. With Grace Hill Surveys, powered by the Kingsley Index, you gain detail and direction so that your teams aren’t just collecting data — they’re equipped to act on it.  Proven Survey Programs That Meet Your Business Needs No two properties, or portfolios, are exactly alike, which is why one-size-fits-all feedback tools fall short. Grace Hill offers purpose-built survey programs designed to meet the specific needs of multifamily and commercial operations.  Whether you're focused on improving resident satisfaction, tenant retention, or employee engagement, our survey solutions deliver the insights that matter most, so you can take meaningful action and drive real results. Tenant Surveys Generic property surveys simply don’t cut it. But with Grace Hill’s Commercial Tenant Surveys, you get a trusted survey solution that can be customized to fit your portfolio’s needs. Our industry-leading tenant surveys provide unbiased and honest feedback, enabling you to effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. Using Grace Hill’s Survey solution, Griffin Partners achieved a 14% increase in tenant retention over a two-year period, which equates to $14 million in retained lease value. Learn how they transformed tenant engagement, improved retention, and drove business success.  Resident Surveys You might be capturing resident feedback, but are you gathering insight that actually matters? Grace Hill’s Resident Surveys help you improve performance by delivering actionable, data-driven insights on all aspects of the resident lifecycle, including prospect, move-in, work order, pre-renewal, and move-out processes. From securely transferring your resident data through survey setup and distribution to the final presentation and analysis of results, our experts have the tools and strategic recommendations you need to succeed! Every time a resident moves out, the effort and expense of renting the apartment can drain your budget by nearly $4,000! Do you know how resident turnover is impacting your bottom line? Calculate your turnover costs now! Employee Engagement Surveys Don’t wait for unhappy employees to leave to question why. When employees leave, it’s more than just a hassle; it drains your budget and disrupts operations. Grace Hill’s Employee Engagement Program, now in PerformanceHQ, can help you measure what’s working (or not working) in your work environment, helping you proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. The cost of losing good people extends beyond the expense of recruitment and training. Every time an employee leaves, your residents or tenants feel the pain, and your reputation suffers. So what does employee turnover really cost? Calculate your employee turnover costs.  Investor Surveys Your investors deserve a voice, too. Surveys aren’t just for your residents, tenants, and employees. The investor experience is just as critical to long-term performance, yet it is often overlooked. What if you could strengthen the investor experience that directly impacts capital to reap the benefits for your entire portfolio?  Through unbiased, third-party interviews and trusted CRE benchmarks, we also surface how investors perceive your real estate organization. See how to gain a more accurate perception study! Grace Hill’s tailored survey programs provide comprehensive tools and trusted industry benchmarks, so you’re not just gathering feedback — you’re uncovering insights that help you strengthen your business from every angle. When You Listen Better, People Stay Longer  The most successful real estate organizations know that true resident, tenant, employee, and even investor satisfaction can’t be captured by a single number. So, when it comes to truly understanding stakeholder experience, they are moving beyond generic metrics toward strategic, insight-driven approaches that deliver measurable results (and they’re reaping the benefits!).   The difference is clear: Retention improves when tenants feel satisfied. Research from a study conducted by MIT and Maastricht University shows that improving overall tenant satisfaction by just one point can increase the willingness to renew by 8.5%. Turnover costs decline when you stop relying on guesswork and proactively address real employee issues.  Reputation and brand equity grow as resident and tenant experiences improve. And when they feel heard, supported, and satisfied, renewal rates rise. These outcomes aren’t accidental; they’re the result of smarter data, sharper insights, and a commitment to prioritizing the resident and tenant experience. With the right tools, your team can turn feedback into a lasting competitive advantage. Learn how Grace Hill’s tenant, employee, resident, and investor surveys give you the clarity NPS can’t, so you can boost satisfaction and outperform your peers. Important notes: - Published on: 2025-08-05 09:55:00 - Category: Posts - [NPS Surveys Aren’t Enough: How To Really Understand Stakeholder Satisfaction](https://gracehill.com/blog/nps-alternative-stakeholder-satisfaction-surveys/): In real estate, the Net Promoter Score (NPS) has become a go-to metric for gauging the satisfaction of residents, tenants, and employees. It’s quick to administer, easy to understand, and widely recognized across industries. For many owner/operators and property managers,… ------------------------- # AI In Property Management: Do You Really Know the Risks And Opportunities Of ChatGPT > AI in property management used to be considered a trend of the future, but it’s here — and here to stay. And with that, Chat GPT is leading the charge. Everywhere you turn, people are talking about ChatGPT.  Love it… Full Content: AI in property management used to be considered a trend of the future, but it’s here — and here to stay. And with that, Chat GPT is leading the charge. Everywhere you turn, people are talking about ChatGPT.  Love it or hate it, ChatGPT is a highly disruptive technology that will forever change how we use artificial intelligence to get things done.  If you’re wondering where ChatGPT fits into the multifamily housing space, you’ve come to the right place. In this blog, we’ll break down what ChatGPT is, explore its Fair Housing implications, highlight the best use cases for property managers, and outline the limitations you’ll want to keep in mind before diving in.  Jump to a Section What is ChatGPT Fair Housing Concerns With AI in Property Management Best Uses for ChatGPT in Multifamily Housing Limitations of ChatGPT AI and the Future of Property Management  What is ChatGPT? ChatGPT is a state-of-the-art language model developed by OpenAI that generates human-like responses to text-based inputs. It combines artificial intelligence (AI) and natural language processing (NLP) to process language and generate responses with impressive accuracy.  According to UBS, it’s the fastest-growing app in history, reaching 100 million users after just two months on the market, and it’s quickly becoming one of the most talked-about tools in tech.  To understand how ChatGPT fits into AI in property management, it helps to break down the two core technologies behind it: artificial intelligence and natural language processing.  AI refers to computer systems designed to mimic human cognitive functions such as learning, problem-solving, and decision-making.  NLP, a branch of AI, focuses on enabling machines to interpret and generate human language, allowing tools like ChatGPT to communicate in ways that feel remarkably natural. Together, these technologies give ChatGPT the power to interact with users in real time, answering questions, generating content, and even assisting with customer service tasks in industries like multifamily housing. As tools like ChatGPT become more integrated into AI in property management, they also raise important questions related to compliance and responsible use. Let’s explore the Fair Housing concerns property managers should keep in mind when using AI tools like ChatGPT. Fair Housing Concerns With AI in Property Management As AI innovation continues to advance, the United States has seen a growing number of legislative initiatives aimed at oversight, which have varied widely depending on the administration in power.  As reported by SIG (Software Improvement Group, “Artificial Intelligence was once the stuff of science fiction, but [has become] the fastest adopted business technology in history,” with one in four U.S. companies already using AI and another 43% planning to implement it soon. Property management teams are understandably eager to harness tools like ChatGPT to boost efficiency, improve communication, and support leasing and resident services. However, as it gains popularity and presents new opportunities for multifamily professionals, it also introduces compliance risks, particularly in regulated environments like housing. And without guardrails on its use, multifamily property managers need to think proactively about best practices. Bias is a genuine concern for these tools. Fair Housing laws prohibit discriminatory practices based on race, color, religion, national origin, sex (including gender identity and sexual orientation), familial status, or disability.  Because tools like ChatGPT can learn and replicate patterns, including biases present in its training data, there’s a real concern that AI-generated content could inadvertently produce responses that run afoul of these laws. Even seemingly neutral prompts can lead to biased outputs if not carefully reviewed. That’s why AI should never be used as a replacement for professional legal review, especially when generating documents like lease agreements, resident notices, or marketing language. Onsite teams should also avoid relying on AI tools to make decisions involving resident screening, eligibility criteria, or any process that directly impacts housing access.  Instead, use ChatGPT to streamline internal operations — such as drafting email templates, summarizing meeting notes, or brainstorming ideas — while maintaining human oversight and judgment where needed. Given the potential for bias and the strict requirements of Fair Housing laws, it's clear that AI tools like ChatGPT must be used with caution in the multifamily space. But that doesn't mean they can't add value.  When applied thoughtfully and with appropriate parameters, ChatGPT can be a powerful tool to enhance efficiency, improve team communication, and support day-to-day operations, without crossing into risky territory.  The key is knowing where AI excels and where human oversight remains essential. With that in mind, let’s explore some of the best and safest ways to use ChatGPT in multifamily housing. Best Uses for ChatGPT in Multifamily Housing When used thoughtfully, ChatGPT can be a valuable assistant for multifamily teams, enhancing productivity, streamlining communications, and supporting marketing efforts. While it’s not a substitute for legal expertise or human decision-making, the tool can take on a wide range of time-consuming tasks, allowing your staff to focus on high-value work that requires personal attention. Here are several practical and responsible ways to integrate ChatGPT into your daily multifamily operations: Customer Service Support: Utilize chat functions to provide 24/7 customer service support for common resident and prospect inquiries. From answering FAQs to booking property tours, ChatGPT can help reduce response times and lighten the load on onsite teams, especially outside of regular business hours. Property Listing Generation: Save time by inputting basic property details (unit features, amenities, rent price, location, etc.) and letting ChatGPT generate polished listings for use on websites or ILS platforms. It can also help tailor descriptions to specific renter personas or platforms. Market Research Summaries: Feed ChatGPT current market data — such as occupancy rates, competitor pricing, or demographic trends — and use it to help draft internal reports or high-level summaries that inform business strategy. Additionally, you can use tools like HelloData to simplify benchmarking and performance tracking across portfolios, identifying inefficiencies and boosting NOI.  Marketing Content Creation: Improve marketing speed and consistency by leveraging ChatGPT to brainstorm blog topics, write introductory content, suggest SEO keywords, and draft engaging subject lines or social media captions. This can support both in-house teams and third-party marketing partners. For help, check out our “Beginner’s Guide to Successful Property Management Social Media” or download our Social Media Tool Kit. By clearly defining the boundaries of ChatGPT’s role and pairing it with human review, multifamily operators can safely unlock the efficiency benefits of AI in property management — without compromising compliance or quality. Limitations of ChatGPT While the use of AI in property management has opened up exciting new possibilities, it’s important to recognize that tools like ChatGPT come with notable limitations. Understanding these drawbacks helps property managers use AI strategically, rather than relying on it blindly. False or Misleading Information: One of the most well-documented issues with ChatGPT is its tendency to generate inaccurate or misleading information, especially when responding to high-level, nuanced, or time-sensitive topics. Since the model draws from a broad range of internet data rather than verified sources, any AI-generated content should always be fact-checked, particularly when used in professional or legal contexts. Lacks Emotional IQ: Another limitation is the tool’s lack of emotional intelligence and contextual understanding. Unlike a human, ChatGPT doesn’t interpret tone, body language, or situational subtleties. This means that any responses it generates, such as resident communication or marketing copy, may require significant human editing to sound empathetic, natural, or brand-aligned. Limited Server Capabilities: Using AI tools for property managers, including ChatGPT, is still dependent on server capacity. During high-traffic periods, users may experience slower response times or temporary outages. For busy onsite teams or leasing professionals, this can disrupt workflows if AI is overly relied upon for time-sensitive tasks. Despite these limitations, the role of AI in property management is expected to continue growing, reshaping how teams operate, make decisions, and serve residents in the years ahead. For now, it’s crucial to understand these limitations so that ChatGPT and other AI tools remain a helpful support — not a point of failure. AI and the Future of Property Management  As we look to the future of property management, AI will no doubt continue to evolve and play a larger role in day-to-day operations. Tools like ChatGPT offer clear advantages, from drafting content to automating routine tasks, but they are not without risks. It's essential to approach these tools with both optimism and caution. Multifamily teams must remain vigilant, especially when handling sensitive information or communicating with residents. Responsible use starts with clearly defined policies, consistent training, and an understanding of where AI best fits within your operational strategy. An experienced industry partner like Grace Hill can help you remove the guesswork. From crafting AI usage guidelines to delivering team training, Grace Hill ensures your organization adopts ChatGPT and other AI tools in a way that’s safe, compliant, and aligned with your company culture.  With the right framework in place, AI can be a powerful asset, not a liability, in the evolving landscape of property management. Request a demo to learn more about our solutions! Important notes: - Published on: 2025-08-01 08:00:55 - Category: Posts - [AI In Property Management: Do You Really Know the Risks And Opportunities Of ChatGPT](https://gracehill.com/blog/chatgpt-multifamily/): AI in property management used to be considered a trend of the future, but it’s here — and here to stay. And with that, Chat GPT is leading the charge. Everywhere you turn, people are talking about ChatGPT.  Love it… ------------------------- # The New Leasing Journey: How To Master Experience-First Multifamily Marketing > The leasing journey is not what it used to be, and in multifamily, digital marketing is the new key to meeting prospects where they are — online. But it’s a process that begins long before a prospect ever steps foot… Full Content: The leasing journey is not what it used to be, and in multifamily, digital marketing is the new key to meeting prospects where they are — online. But it’s a process that begins long before a prospect ever steps foot on your property or even reaches out to schedule a tour.  With smartphones, social media, and apartment search platforms at their fingertips, today’s renters are researching, comparing, and forming opinions about properties entirely online. However, they are not just looking for square footage and amenities; those days are long gone. They’re looking for a property experience that aligns with their values, needs, and expectations. But as you embark on your digital marketing journey, it’s essential to remember that the digital leasing journey is not a straight line. It’s a series of micro-moments — a TikTok clip showing off your pool, a Google review from a satisfied resident, a virtual tour that plays smoothly on mobile, or a friendly video message from your leasing agent.  These small digital interactions add up to a powerful first impression. For multifamily marketers, the challenge — and the opportunity — lies in owning and optimizing these moments to attract and convert today’s digitally savvy renter. Jump to a Section How Virtual Apartment Tours and Social Proof Drive Leasing Decisions The Shift to Experience-First Multifamily Marketing The Importance of Seamless, Online Engagement Multifamily Digital Marketing: Tools That Drive Results How Virtual Apartment Tours and Social Proof Drive Leasing Decisions The rise of virtual leasing tools has forever changed how renters shop for apartments. And as Gen Z, generally considered those born between 1997 and 2012, becomes an increasingly large majority among rental groups, adapting to the preferences of these digital natives is necessary.  In fact, research shared in a recent Multi-Housing News report shows that “68 percent of Gen Zers in 12 markets surveyed say they’ve used an AI tool in the past month.”  As such, many prospective residents now expect to find and evaluate their next home without ever leaving their couch.  Whether they’re relocating across the country or just browsing during a lunch break, digital-first renters prioritize convenience and speed — and virtual solutions provide both. A recent Zillow report affirms these trends, as well, showing that “one-fifth of recent renters didn’t take an in-person tour in 2023, and the typical recent renter took only one — narrowing their options online before committing to tours."  Due to this shift in consumer behavior, virtual leasing and video tools have emerged as game-changers in this space. Realync allows leasing teams to create authentic, mobile-friendly video content — from one-on-one live video tours to pre-recorded walk-throughs and amenity showcases. This creates a sense of transparency and accessibility that static photos simply can’t replicate.  Video also builds trust, allowing prospects to see the actual unit they’re interested in and ask real-time questions, even if they’re miles away. Southern Land Company, a privately held, full-service real estate development company, has seen firsthand the positive impact of video tools. By empowering their property teams with easy-to-use and implement virtual solutions, they have been able to build meaningful connections with prospective renters before they ever step foot onsite.  💡Learn more about Southern Land’s video leasing success: “How Southern Land Company Turned Virtual Tours Into Signed Leases.”   But it’s not just about seeing the space; renters want validation. Social proof — the psychological phenomenon that “operates on the fundamental human instinct to mimic the actions of others, especially in uncertain situations” — is just as important. Leslie Poston, media psychologist and marketing executive, emphasizes in “Decoding Social Proof In Consumer Psychology,” that “It’s an age-old survival mechanism repurposed for the digital landscape, where every like, share, comment and review is a subtle nudge toward the ‘right’ choice.” For multifamily marketers, this includes your Google reviews, apartment ratings, resident testimonials, social media comments, and influencer-style videos, all of which underscore and heighten the impact of your online reputation. When done right, your online content can turn residents into advocates and prospects into believers. It creates a digital ecosystem of trust — one that can be your strongest competitive edge in a crowded market. The Shift to Experience-First Multifamily Marketing For years, traditional multifamily marketing focused heavily on property features —  granite countertops, gym access, updated appliances, to name a few. While those features still matter, consumer preferences have evolved, and they are no longer the differentiators they once were. In fact, the days of marketing apartment communities based solely on square footage, amenities lists, and location are far behind us. Today’s renters are making decisions based not just on what a property has, but on answering the question, “How will it feel to live here?” This marks a major shift in strategy for multifamily digital marketing. The transition from property-first to experience-first marketing requires a new way of thinking. From showcasing features to curating events, marketers now must focus on storytelling, personalization, and emotional connection.  In this experience-first era, lifestyle, values, and a sense of belonging have become key drivers of decision-making. Prospects want to know: Will this place support my remote work lifestyle?  Is the community pet-friendly and walkable?  Does it reflect the welcoming community and culture I care about?  To provide prospective residents with the “inside” look they crave, that might mean showcasing how residents use your coworking space, how your community hosts monthly socials, or how your location makes commuting and coffee runs effortless.  👀 Shifting demographics, lifestyle trends, and technological advancements are redefining what today’s renters value most. Watch this on-demand webinar: “The Future of Resident Amenities: Meeting Rising Expectations.” Properties that reflect these values in their digital presence are winning attention and conversions. That’s why multifamily digital marketing strategies now need to be rooted in storytelling — not just promotion. Because it all boils down to this: Renters want to envision their daily life in a community before they even step foot onsite, and they’re turning to digital platforms to do it.  As a result, savvy multifamily marketers are meeting prospects where they are using short-form video and authentic storytelling; both have become essential tools for building emotional connections. Instead of polished, impersonal ads, renters respond more strongly to video tours led by actual leasing agents, genuine stories from current residents, or quick clips showing daily life at the community.  These formats are not only preferred by social media algorithms but also by prospects. When done well, they can humanize a brand, convey culture, and spark a sense of trust — all before a lead ever clicks “schedule a tour.” In a competitive landscape, the communities that stand out are those that help renters “feel” something. Through thoughtful multifamily digital marketing that focuses on experience — not just exposure — marketers can create compelling reasons for prospects to say yes to your property, long before they ever visit in person. The Importance of Seamless, Online Engagement Of course, none of this works without a seamless, consistent, and user-friendly digital experience. Renters don’t want to put in a lot of effort to find what they need. If your listings are inconsistent across platforms, if reviews go unaddressed, or if your website doesn’t function well on mobile — your prospects will move on quickly. This means that multifamily digital marketing isn’t just about getting seen — it’s about creating a frictionless experience that turns interest into action. Renters, especially Gen Z and younger Millennials, expect a fast, intuitive leasing journey that mirrors the ease of the consumer platforms they use daily.  If the process of finding and leasing an apartment feels outdated, slow, or inconsistent, they won’t hesitate to move on to a property that makes it easier. Consistency across platforms is foundational. Your listings must be accurate, visually appealing, and up-to-date, whether a prospect finds you through your website, Google, Apartments.com, or social media.  Any disconnect — such as outdated photos, missing pricing, or conflicting availability — erodes trust and interrupts the renter journey. Multifamily digital marketing strategies must prioritize maintaining synchronized, optimized listings everywhere prospects are searching. But it’s not just about visibility — it's about speed. Today’s renters expect to move quickly from browsing to touring to leasing, often without setting foot on the property.  Rob Dinwiddie, executive vice president for marketing and management services at Landmark Properties, shared with Multi-Housing News that “Gen Z has grown up entirely immersed in the digital world. To compete for their business, it’s imperative to offer seamless online experiences across the entire renter journey, from discovery and application to lease signing and resident engagement.” So “seamlessness” means more than just fast response times; it means your digital user experience — from mobile functionality to tour scheduling to application workflows — must be intuitive and responsive.  Properties that delay follow-up, have glitchy sites, or lack virtual options are likely losing leads without ever realizing it. In multifamily digital marketing, every click is a chance to convert leads to leases — or to lose momentum.  So here’s a question to consider: What story is your property telling online? You may have a wonderful community, exciting amenities, and an enviable location, but if you are failing to match that experience with authentic engagement online, you’ll eventually be left behind. Multifamily Digital Marketing: Tools That Drive Results Multifamily digital marketing doesn’t begin when a prospect walks through your leasing office — it begins with a search, a scroll, or a story. And to be relevant and “seen” in the digital world, you need the right tools to capture positive results. Fortunately, Grace Hill has you covered. With tools like Realync’s Virtual Leasing and Video Tools and Grace Hill’s Reputation Management solution, multifamily teams can meet modern renters where they are: online. Here’s how these solutions empower your teams, maximize efficiency, and move the needle on leasing conversions: Realync Virtual Leasing and Video Tools Realync offers modern video engagement tools that enable leasing agents to connect personally and professionally. Whether it’s virtual tours, live walkthroughs, or short-form video, Realync allows your teams to: Capture and convert leads virtually. Produce high-quality and customizable videos. Centralize their virtual leasing efforts. Realync is the complete virtual solution for your multifamily digital marketing needs! Reputation Management No one has time to manage scattered feedback across the web; it’s time-consuming and never-ending. But with Grace Hill’s Reputation Management solution, you gain a consolidated view of your online reviews, listings, and social sites, along with key metrics to help you easily understand overall performance. Grace Hill’s industry-specific solution helps you: Respond faster. Protect your brand. Accurately manage listings. Benchmark against the competition. These solutions empower multifamily marketers to take control of their digital presence, ensuring every property listing is up-to-date, optimized, and aligned across all platforms — from your ILS partners to your Google Business Profile. When renters see the same accurate information everywhere they search, it reinforces credibility and reduces confusion. By embracing video engagement, optimizing your digital listings, and intentionally managing your reputation, you’re not just reacting to renter expectations — you’re leading the way.  Leasing starts online early — make sure your strategy does too. Important notes: - Published on: 2025-07-21 08:00:32 - Category: Posts - [The New Leasing Journey: How To Master Experience-First Multifamily Marketing](https://gracehill.com/multifamily-digital-marketing-strategies/): The leasing journey is not what it used to be, and in multifamily, digital marketing is the new key to meeting prospects where they are — online. But it’s a process that begins long before a prospect ever steps foot… ------------------------- # Make It Memorable: The Apartment Tour Tips You Need Now > The secret sauce that turns a prospect from potential to “SOLD!” is experience — how the apartment tour made them “feel” about your property, including how they were treated by the onsite team.  While there are many factors to consider… Full Content: The secret sauce that turns a prospect from potential to “SOLD!” is experience — how the apartment tour made them “feel” about your property, including how they were treated by the onsite team.  While there are many factors to consider in the leasing sales process, if you allow subpar customer service to persist at your properties, you’ll soon find yourself on the slippery slope of declining sales, lost revenue, and a beleaguered reputation. In fact, the only one winning when you fail to create a memorable apartment tour experience is your competition. With an increasing supply of lease options entering the market and more non-traditional housing also becoming available, competition is at an all-time high. On top of that, the industry has seen huge swings in renter preferences, including changes in: Buying behaviors. Service expectations. Apartment amenity desires. Because the leasing process begins long before a prospect signs a lease, how you conduct and optimize your apartment tours can make or break your success. With renters having more options than ever and expectations evolving rapidly, delivering a standout tour experience is essential. Jump to a Section 3 Apartment Tour Tips Proven To Make a Difference Apartment Tour Checklist Are Your Apartment Tour Strategies Moving the Needle? From Meh to Memorable: 3 Apartment Tour Tips That Make a Difference There’s often a reluctance to change, but the reality is that the role of onsite leasing teams is changing. And failure to adapt, particularly in the highly competitive multifamily market, is an eventual recipe for disaster.   However, change doesn’t have to be difficult, and with these simple shifts to your apartment tour strategy, your leasing teams will be well-positioned to close the sales loop.  Fortunately, it takes little effort and minimal expense to create an experience that puts your property in the best light, which means that “extra mile” effort is easily attained. And in the wise words of Roger Staubach, “There are no traffic jams along the extra mile.” Because here’s the question you need to ask: If someone is touring three communities in one day, how will they remember yours? To help your leasing team stand out, we’ve compiled three proven apartment tour tips — plus a simple apartment tour checklist — that will ensure you leave the right impression and close more leases. Apartment Tour Tip #1: Make It Personal Those first impressions can make or break you. Your apartment tours should feel tailored, not scripted. When prospective residents walk through the leasing office door or call the office, the reception they get needs to be positive. Personalization builds connection and helps prospects picture themselves living in your community. That starts with a warm welcome, knowing the prospect’s name, and pointing out amenities or floor plan features that align with their needs. The 2024 NMHC/Grace Hill Renter Preferences Survey Report (Renter Preferences Report) reveals that customer service/staff interaction is a top-ranking factor in future lease decisions. Of 44,715 survey responses, 44% of respondents consider it “very important.” Other important lease factor decisions include available lease terms, rental rates, property appearance, home features and finishes, and floor plans. But these are things over which your onsite teams often have little control. What they can control: their behavior. Do you have industry-specific policies, procedures, and training that ensure your front-line team members understand what “making a positive first impression” looks like? As a leader, you need to set expectations and be specific. You can’t leave it to chance or assume everyone shares the same ideas. Overall, this is an easy strategy to implement, as it primarily involves showing general kindness, but your team should also be trained to do the following: Be welcoming. Make eye contact and smile. Introduce themselves. Use the prospect’s first name once it’s shared. Introduce others — staff and residents alike — if the opportunity arises. Ask discovery questions. Show interest in lifestyle preferences. Highlight relevant amenities. People crave connection, even if they do prefer working from home. So, making those initial interactions personal goes a long way toward creating memorable experiences that help prospects immediately feel at home in your community. When tours feel like conversations — not sales pitches — prospects are more likely to connect emotionally with the property. Apartment Tour Tip #2: Provide Tour Options There is no denying it; renters have altered their search behavior when looking for a new place to live, and people increasingly “expect” convenience and choice. Virtual tours gained momentum during the pandemic, and they are here to stay. Forty-five percent of survey respondents in the Renter Preferences Report indicated that interactive virtual/3D tours are a valuable form of digital content during the rental home search process. This represents a 10% increase from the 2022 survey results.  It’s important to note, though, that renters aren’t self-limiting. While in-person, self-guided tours have decreased in popularity, both in-person, guided and live video tours with a property representative have seen year-over-year increases.  Whether it’s scheduling flexibility or the ability to tour remotely, modern renters are using various sources to vet communities — often starting with virtual tours to narrow their options — before they ever step foot in a leasing office. Providing prospects with options shows you respect their time and preferences, so the more resources you can offer, the better.  According to Multi-Housing News, renters “want to see the community layout, exact apartment they’d live in, precise location within the community, views, interior features, proximity to amenities, real-time pricing and availability and more on the website.” With Realync Virtual Leasing and Video Tools, you can effortlessly integrate personalization into a virtual solution that helps you close leases more quickly, market your property more effectively, and streamline operations.   The bottom line: Your touring options are crucial in providing potential customers with what they want, need, and desire. This shift in behavior not only heightens the need for making virtual options available but also highlights the importance of making those in-person opportunities memorable. Need virtual tour strategies that actually work? Read this 👉🏽 “How To Make Virtual Apartment Tours That Convert to Sales.” People want options — self-guided, guided, and virtual — when it comes to touring your properties, so give it to them. Because there’s no doubt about it, you need all three to position your properties for a competitive advantage. Apartment Tour Tip #3: Follow Up Strategically It’s a common scenario: A prospective resident has gathered information and toured your property but hasn’t yet signed a lease. So now what? There’s definitely a fine line between giving someone space to make a decision and making them feel forgotten — or, on the other side of that, pestering them to the point you turn them away. Whether the renter is conducting initial inquiries or seems just one step away from signing on the dotted line, an effective follow-up strategy is critical. ❗Read about Artistry Indy and how their onsite team was able to act fast when a lease was on the verge of being lost. A strong post-tour process demonstrates professionalism and keeps your property top of mind. Unfortunately, many communities still fall short in this area, missing opportunities to convert leads simply because they fail to follow through. A great follow-up strategy includes: Personalized email or text messages within 24 hours.  Recap of what was discussed or shown during the tour. Links to virtual content or a digital version of your apartment tour checklist. A simple next step to keep the conversation moving.  Automation techniques can significantly enhance your follow-up routines, but don’t overlook the value of a handwritten thank-you note. In today’s digital age, a simple handwritten “Thank you!” complements your automated solutions, personalizes the experience for potential renters, and gives you a leg up against the competition with that “extra mile” touch. Jennifer Staciokas, Executive Managing Director of Property Management at Western Wealth, comments on the significance of having a solid follow-up process: Customers often send information requests to five or seven different communities and hear back from only one or two. When a customer doesn’t get a call or an email back, the lead dies, and that’s not good for either party. When they get a quick response with continued communication, it shows them we care for them as a resident and makes their decision to lease there much easier. The goal: Stay connected without overwhelming.  Apartment Tour Checklist: Old School Solution Meets Modern Relevance A clear, repeatable checklist ensures your team doesn’t miss important details during the tour. It also helps standardize the experience across all leasing teams and properties. Here are a few examples of items you might want your apartment tour checklist to cover: Key talking points for each amenity. Floor plan highlights. Parking and pet policies. Availability and move-in timing. Tour personalization notes. Providing a branded, leave-behind checklist can also help prospects remember your property after visiting multiple communities. A great unit tour makes all the difference. So, while creating your apartment tour checklist, consider pairing it with a video tour of the unit. If that sounds too difficult, think again! We have a step-by-step filming guide that helps you capture your space like a pro — no fancy equipment needed. Just your smartphone, some natural light, and a few simple tips. Ready to roll? 🎥 Lights, Camera, Lease! Get the Quick Guide To Filming Like a Pro! By following these video best practices offered in our guide, your onsite team will be equipped to film scroll-stopping unit tours that help you lease units three times faster. Get the guide now! Are Your Apartment Tour Strategies Moving the Needle? By consistently applying these three simple apartment tour tips — make it personal, provide tour options, and follow up strategically — your team can turn more “maybes” into “move-ins.” When leasing teams focus on creating personal connections, offering flexible touring formats, and executing timely follow-ups, they not only enhance the renter experience but also increase close rates. As customer experience expert Shep Hyken reminds us, “Make every interaction count. Even the small ones. They are all relevant.” That mindset applies from the first point of contact through the final handshake — and every moment in between. The good news? You don’t have to do it alone. Grace Hill offers an industry-specific suite of solutions to help you elevate your apartment tour game — from training, policies, and customizable mystery shopping programs to virtual leasing tools, a reputation management solution, and more! We’ll help you standardize excellence across a single community or an entire portfolio, giving your team the tools they need to shine. Ready to create tours your prospects won’t forget? Talk to a Grace Hill expert today and discover how our proven solutions can help you convert more leads and boost leasing performance across your portfolio. Important notes: - Published on: 2025-07-17 09:53:18 - Category: Posts - [Make It Memorable: The Apartment Tour Tips You Need Now](https://gracehill.com/blog/proven-customer-service-strategies-make-your-apartment-tours-memorable/): The secret sauce that turns a prospect from potential to “SOLD!” is experience — how the apartment tour made them “feel” about your property, including how they were treated by the onsite team.  While there are many factors to consider… ------------------------- # Apartment Maintenance Recruiting and Retention: What You Need To Know and Do > Hiring reliable and competent apartment maintenance teams remains one of the most pressing challenges in the multifamily industry. As demand grows and qualified candidates become harder to find and keep, companies must rethink how they attract, support, and retain their… Full Content: Hiring reliable and competent apartment maintenance teams remains one of the most pressing challenges in the multifamily industry. As demand grows and qualified candidates become harder to find and keep, companies must rethink how they attract, support, and retain their maintenance teams.  The solution isn’t just about filling roles — it’s about fostering innovation, investing in people, and creating a culture where technicians feel valued and empowered. In this blog, we’ll explore practical strategies to overcome apartment maintenance staffing hurdles and build teams that stay for the long haul. Jump to a Section The Challenge of Apartment Maintenance Staffing 3 Innovative Strategies for Engagement and Retention Building a Stronger Future Starts Today The Challenge of Apartment Maintenance Recruitment One of the most pressing workforce issues is the growing difficulty of recruiting and retaining skilled maintenance technicians. These essential team members keep properties running smoothly, yet filling open roles has become more complex and competitive than ever, and requires more than just posting a job and waiting for applicants.  As recruiting teams face mounting internal pressures and evolving candidate behaviors, it’s clear that the traditional playbook no longer works. What’s needed is a new strategy — one built on understanding where candidates are, how they prefer to engage, and what it takes to bring them on board. Knowing How To Reach the Right Candidates In multifamily, maintenance professionals are often referred to as the "invisible workforce" because many technicians have little to no online presence on common recruiting platforms like LinkedIn or CareerBuilder. This creates a major disconnect between where recruiters are looking and where maintenance professionals actually "live" online.  As Adrian Danila, Regional Director of Maintenance, at Lessen insightfully notes, Facebook groups have become a thriving hub for maintenance techs — places where they build community, swap tips, and search for job opportunities.  While service managers or higher-level roles may use LinkedIn, and some candidates turn to platforms like Indeed for quick, one-click applications, the vast majority of frontline technicians still operate outside traditional recruiting channels. Apartment Maintenance Staffing: 3 Persistent Recruitment Hurdles Generational differences further complicate the multifamily maintenance hiring process. Older maintenance professionals often gravitate toward conventional job boards or local referrals, while younger candidates are more likely to engage with job opportunities through social media or mobile-friendly platforms. That means recruiters must tailor their outreach to different age groups and communication styles, or risk missing out on strong candidates altogether. Communication itself is another hurdle. Many candidates — especially younger ones — are less responsive to phone calls and prefer texting as a means of communication. While text messages may be effective for quick touchpoints or scheduling, they pose challenges for more in-depth conversations or pre-screening questionnaires. Finding the balance between reaching candidates where they are and maintaining the integrity of the interview process is an ongoing struggle. “Ghosting,” which is the “abrupt and unexplained cessation of communication between a candidate and a recruiter or hiring manager,” has also become a new, and frustrating, phenomenon in the recruiting landscape. Candidates apply for positions but fail to respond to follow-ups, skip scheduled interviews, or drop out of the process entirely. This unpredictability adds another layer of difficulty to an already time-consuming process.  Internal Challenges of Recruitment Compounding this are the challenges facing recruiters themselves — many are overwhelmed managing multiple open roles across different properties and struggling to fill roles quickly while maintaining quality.  Hiring a qualified apartment maintenance technician requires significant time and expense, often stretching already-thin HR and operations teams. Even when companies host job fairs or local hiring events, getting the right candidates through the door can be a struggle.  The apartment maintenance staffing challenge is a perfect storm of digital disconnects, communication mismatches, and limited recruiter bandwidth. Without a strategic playbook, the effort to recruit and retain maintenance talent can feel like an uphill battle.  However, high employee turnover rates and a demanding operating environment make it essential for hiring managers to adopt strategic approaches to talent acquisition and development. To succeed, companies need to meet candidates where they are, rethink their outreach strategies, and create a process that respects both the candidate's time and the recruiter's capacity.  3 Innovative Strategies for Engagement and Retention Retaining top maintenance talent requires more than just competitive pay — it calls for a thoughtful blend of innovation, empathy, and intentional culture-building. Property management leaders are finding success by embracing new technologies, fostering real human connection, and creating environments where maintenance professionals feel empowered and valued.  From rethinking workflows with digital tools to prioritizing meaningful daily conversations, the strategies outlined below offer practical ways to boost engagement and retention across your teams. 1. Embrace Innovation Apartment maintenance professionals are natural problem-solvers. Whether it’s a last-minute repair, a resident emergency, or an unexpected supply shortage, their ability to innovate on the fly is essential.  As Paul Rhodes, Director of Maintenance Operations at The Life Properties and a seasoned maintenance leader, put it, “To be an effective apartment maintenance technician, innovation is absolutely required. Every day, we're presented with a challenge that requires a solution — sometimes without the exact thing that is needed — so we have to innovate.”  During the pandemic, this spirit of creativity was on full display, with teams finding new ways to provide remote guidance to residents and adjust operations under unprecedented constraints. Today, that same innovative mindset is amplified through technology. Many teams are turning to digital solutions, such as online whiteboards, to track unit turns and make-readies in real time, without needing to return to a central office.  “We have a digital version [of a whiteboard] that lives online,” Paul explained. “It allows a maintenance technician who enters an apartment to identify the issue, capture photos, document its condition, and even create purchase orders.” When integrated with property management or accounting software, these tools streamline the entire workflow, allowing technicians to submit requests and initiate action instantly from their mobile devices.  Having this capability reduces delays and empowers technicians by cutting out unnecessary layers of communication. For example, in the past, a maintenance technician who needed a part to complete a work order might have had an experience like this:  The maintenance technician needs a part, so he tells his supervisor. His supervisor then tells the property manager, who places the order. The order then goes to the accounting department to get the PO, allowing the order to be placed with the supplier. But here’s where things go awry: The supplier doesn't have the exact part, so the conversation goes back and forth, up and down the chain, becoming a round-robin of communication. Unfortunately, it’s a scenario that happens all too often, creating frustration among all parties — including residents who are outside the feedback loop but growing impatient waiting for issues to be resolved. However, by giving technicians direct access to the tools and information they need, you not only empower your employees but also create operational efficiency. 💡Looking for more? There’s a smarter way to overcome your apartment maintenance team challenges. Read about this two-pronged maintenance strategy that empowers and trains!  But remember, innovation isn’t just about tech — it’s also about people and creating a positive culture.  2. The Human Factor: Relationships That Make a Difference While technology can drive efficiency, it's genuine human connection that often determines whether employees stay or leave. As Adrian shared, “I think what makes a difference is creating real rapport, a real relationship — not just something that’s transactional. People are starting to appreciate genuine conversations with someone who shows empathy and truly wants to understand who they are.” This mindset starts during the hiring process. Taking time to connect with candidates beyond their technical skills can signal that your company values people, not just positions. Likewise, encouraging peer-to-peer conversations among team members helps foster a sense of belonging and support. When employees feel seen, heard, and valued, they’re more likely to stay committed to the organization and their role within it. 3. Foster a Culture of Respect, Recognition, and Retention Culture isn't built in one big moment — it’s reinforced through small, intentional actions every day. Creating space for daily, directed conversations at the site level sets the tone for open communication and teamwork.  Recognizing daily wins, whether it’s a job well done or a thoughtful act of service, boosts morale and reinforces purpose. Yes, it’s essential to discuss what didn’t get done or where failures occurred, but these conversations should be coupled with what did go well, highlighting successes — however great or small. The key to creating a culture of respect and cultivating trust lies in moving beyond transactional interactions between management and maintenance teams. Maintenance technicians are on the front lines, and their ideas often hold the key to better processes. That’s why it’s critical for management to create space for input from the field.  “Ask the question and wait for the response,” Paul shares. “Since apartment maintenance technicians innovate as part of their job, our responsibility as a company is to capture that spirit. Innovation is in [a maintenance technician’s] DNA. Sometimes all it takes is the opportunity to share ideas.”  Providing consistent opportunities for these conversations — whether through team huddles, suggestion platforms, one-on-ones, or “stay interviews” — ensures the best ideas don’t get lost and alerts you to issues that might cause good employees to leave. These moments of feedback are powerful tools for improving retention.  Ultimately, embracing innovation is about more than efficiency. It’s about trust, empowerment, and respect. When maintenance professionals are given the tools and the voice to shape their work, they’re not just more productive; they’re more engaged, more satisfied, and more likely to stay. 👀 Watch this on-demand webinar to hear from industry experts about understanding and overcoming these apartment maintenance challenges: "How To Create a Winning Playbook for Recruiting and Retaining Maintenance Teams."  Building a Stronger Future Starts Today The path to solving apartment maintenance recruitment and retention challenges isn’t simple — but it is possible. By embracing innovation, investing in genuine human connection, and rethinking outdated recruitment practices, multifamily managers can build stronger, more resilient teams.  These strategies don’t just help fill roles — they create environments where maintenance professionals feel valued, supported, and motivated to stay. And Grace Hill has the solutions and tools to help, including: A robust course catalog of multifamily maintenance-specific courses to help equip your teams. From Asbestos Awareness to Washer Basics and everything in between, Grace Hill has training tailored to your specific needs.  With SkillCat Mobile Maintenance Training, your apartment maintenance teams can get the training — and certifications — they need with the convenience of app-based training modules.   Grace Hill’s Realync Virtual Leasing and Video Tools enable your teams to easily create and share DIY video tutorials, which reduce work order volume and give your maintenance team more time for what truly matters — high-priority repairs.    Now is the time to take action. Start small, stay intentional, and commit to building a culture that attracts and retains the talent your communities rely on every day. Important notes: - Published on: 2025-07-11 12:22:33 - Category: Posts - [Apartment Maintenance Recruiting and Retention: What You Need To Know and Do](https://gracehill.com/blog/apartment-maintenance-recruiting-retention/): Hiring reliable and competent apartment maintenance teams remains one of the most pressing challenges in the multifamily industry. As demand grows and qualified candidates become harder to find and keep, companies must rethink how they attract, support, and retain their… ------------------------- # Centralization in Multifamily Property Management: How To Work Smarter, Not Harder > If you’ve been in multifamily property management for a while, you’ve probably heard the term "centralization" thrown around. And let’s be honest — sometimes it gets a bad rap. There’s a lingering fear that centralization is just a fancy way… Full Content: If you’ve been in multifamily property management for a while, you’ve probably heard the term "centralization" thrown around. And let’s be honest — sometimes it gets a bad rap. There’s a lingering fear that centralization is just a fancy way of saying, "We’re cutting staff." But in reality, that’s not the goal at all. Centralization isn’t about replacing people — it’s about making their jobs easier and more impactful. When implemented correctly, centralization takes time-consuming, repetitive tasks off the plates of onsite teams. It frees them up to focus on what really matters: engaging with residents, improving community experiences, and driving real value for the organization. From leasing and training to reputation management and policy enforcement, a centralized approach can streamline operations, boost efficiency, and create a more consistent and professional experience across an entire portfolio. So, let’s talk about what centralization actually means, why it’s not a scary word, and how you can use it to improve your operations without sacrificing the personal touch that makes your communities thrive. Jump to a Section What Does Centralization Look Like in Multifamily Property Management? Debunking the Myth: Centralization Isn’t About Job Cuts The Benefits of Centralization Take Action: Making Centralization Work for You Tricap Residential Group’s Real-World Success Ready To Take the Next Step? What Does Centralization Look Like in Multifamily Property Management? At its core, centralization means shifting specific operational tasks from individual properties to a central team or platform. That could mean handling leasing inquiries from a dedicated hub, standardizing policies across your portfolio, or using a single system to monitor and respond to online reviews. The beauty of this approach is that it allows onsite teams to focus on higher-value activities — like resident satisfaction and community engagement — without getting bogged down by administrative work. It also ensures consistency, so whether a prospect is interacting with one of your downtown high-rises or a suburban garden-style property, they’re getting the same level of service and professionalism. Debunking the Myth: Centralization Isn’t About Job Cuts Let’s address the elephant in the room. When companies start discussing centralization, some team members worry it’s a precursor to job cuts. But here’s the truth: Centralization is about working smarter, not cutting staff. Think about all the small, repetitive tasks that consume your team’s time — responding to the same resident questions, manually processing applications, or tracking down maintenance updates. Centralization allows those tasks to be handled more efficiently, freeing up onsite teams to focus on building relationships with residents and handling the in-person needs of their community. The Benefits of Centralization Now that we’ve cleared that up, let’s get into the good stuff — how centralization can improve your operations and make life easier for your teams. Below are five impactful benefits of centralization. 1. Engage Prospects Faster With Leasing and Virtual Tours Leasing is a prime candidate for centralization. With platforms like Realync’s Virtual Leasing and Video Tools, teams can provide remote tours and answer questions in real time, all from a centralized location. Instead of relying on individual properties to juggle walk-ins, phone calls, and online inquiries, a dedicated team can manage the process efficiently and ensure no lead falls through the cracks. 2. Keep Teams Aligned and Informed With Policy and Training A common challenge in multifamily property management is ensuring all employees — from new hires to seasoned pros — are on the same page with policies and procedures. Centralizing training through a platform like Grace Hill makes it easy to standardize expectations across an entire organization while still allowing for property-specific nuances. With PerformanceHQ, Grace Hill’s powerful new technology platform, you can seamlessly connect your training courses and industry-aligned policies to set your team up for success. Corporate teams can assign only the policies and courses that apply to each location, ensuring relevance while maintaining consistency. Plus, with on-demand training options, employees can access the information they need when they need it, without pulling managers away from other priorities. 3. Verify Performance (Minus the Guesswork) With Mystery Shopping One of the biggest challenges with a decentralized model is making sure the resident experience is consistent across all properties. That’s where mystery shopping comes in. By centralizing a mystery shopping program, corporate teams can gain valuable insights into: How well leasing teams are engaging with prospects. Whether policies are being followed. Where there are opportunities for improvement. Instead of relying on anecdotal feedback, companies get real data that helps them refine processes and improve customer service. 4. Control Your Online Presence From One Hub With Reputation Management Online reputation can make or break a community’s leasing success. But keeping up with reviews, social media mentions, and listing accuracy across multiple properties is overwhelming, especially when onsite teams are already stretched thin. With a centralized reputation management platform, corporate teams can monitor and respond to reviews in real time, ensure listing information is accurate across multiple sites, and maintain a consistent brand presence. This not only saves time but also ensures that no negative review or misinformation goes unnoticed. 5. Reduce Response Times and Improve Efficiency With Maintenance Coordination Maintenance requests can pile up quickly, and when every property handles them differently, things can fall through the cracks. Centralizing maintenance coordination — whether through a shared scheduling system or a dedicated response team — ensures that requests are tracked, prioritized, and resolved efficiently. The benefit: Residents get faster responses, teams aren’t scrambling to figure out who’s handling what, and corporate leadership gets a clearer picture of maintenance trends and needs across the portfolio. Take Action: Making Centralization Work in Multifamily Property Management The key to successful centralization is finding the right balance. It’s not about stripping autonomy from your onsite teams — it’s about giving them the support and tools they need to do their jobs better. Here are four best practices to keep in mind: Start Small: You don’t have to centralize everything at once. Identify a few high-impact areas (like leasing or reputation management) and build from there. Invest in the Right Tools: Multifamily technology solutions play a huge role in making centralization work. Grace Hill’s suite of solutions helps ensure teams have access to the training, policies, and insights they need to succeed. Communicate With Your Team: Change can be intimidating, so keep your team in the loop. Show them how centralization will make their jobs easier, not harder. Measure and Adjust: Track the impact of centralization efforts and be willing to tweak processes as needed. What works for one company might not work for another, so stay flexible. Real-World Success: How Tricap Centralized Leasing and Boosted Efficiency With the Right Tools Tricap Residential Group, a Chicago-based multifamily property management firm, exemplifies what’s possible when you invest in the right technology. Committed to providing renters with incredible customer service and adapting to resident preferences, Tricap reimagined its leasing strategy to become more efficient, scalable, and resident-focused—the result: a centralized leasing model. Long before the pandemic accelerated digital adoption, Tricap had already begun transitioning away from the traditional in-person leasing model and laying the groundwork for a centralized, virtual leasing model. By partnering with Realync, they equipped their teams with the tools to market their communities, lease apartments, and connect with renters through video communication and self-guided tours. Tricap’s success is a prime example of how investing in the right tools — especially those built for today’s digital-first renter — can drive operational efficiency without sacrificing the human connection that renters still value. As renters’ preferences evolve, Tricap continues to lead a new way of property management in the modern age. Tricap is paving the way, and their innovative approach sets a clear benchmark for how multifamily property management teams can effectively partner with technology solutions to centralize operations without sacrificing resident satisfaction. 🎥 Watch this video as Suzanne Hopson, Executive Vice President of Sales and Marketing at Tricap, discusses how centralized leasing positively impacts their business.    Ready To Take the Next Step? Centralization isn’t a scary concept — it’s a strategic move that can improve efficiency, enhance resident experiences, and empower onsite teams to focus on what really matters. By centralizing leasing, training, reputation management, and other critical functions, multifamily property management companies can create a more seamless and professional operation without sacrificing the personal touch that sets them apart. Ready to explore how centralization can work for your properties? Grace Hill has the tools and expertise to help. Together, we can make your team’s jobs easier and your communities even stronger — let’s talk! Important notes: - Published on: 2025-07-01 15:41:13 - Category: Posts - [Centralization in Multifamily Property Management: How To Work Smarter, Not Harder](https://gracehill.com/blog/multifamily-property-management-centralization/): If you’ve been in multifamily property management for a while, you’ve probably heard the term "centralization" thrown around. And let’s be honest — sometimes it gets a bad rap. There’s a lingering fear that centralization is just a fancy way… ------------------------- # How To Create Move-In Magic: 5 Timely Tips for Multifamily Property Management > In multifamily property management, the move-in process is more than just handing over keys — it’s a critical opportunity to shape first impressions, build trust, and set the tone for long-term resident satisfaction. While moving into a new home should… Full Content: In multifamily property management, the move-in process is more than just handing over keys — it’s a critical opportunity to shape first impressions, build trust, and set the tone for long-term resident satisfaction. While moving into a new home should be an exciting milestone, let’s be real — it’s often a stressful whirlwind of boxes, paperwork, and unexpected hiccups.  For onsite teams, it’s important to realize that the move-in experience isn’t just a logistical hurdle; it’s a make-or-break moment that sets the tone for a resident’s entire lease term. Done well, it leads to higher resident satisfaction, stronger renewal rates, and better online reviews. Done poorly? Well, you might as well start prepping that unit for a new renter in 12 months. But we all know there’s more to that story because even when residents experience a smooth move-in experience, behind the scenes, it’s often a major drain on leasing teams. In fact, recent data from an Updater survey reveals that 61% of onsite teams spend more than four hours each week handling move-ins, with nearly a third clocking six hours or more. That’s valuable time pulled away from tours, renewals, and resident engagement. The good news is that it can be a positive experience for everyone. With the right strategies, you can craft a move-in experience that feels effortless for residents and efficient for your team. A thoughtful, streamlined approach can turn move-in day into a memorable welcome, rather than a dreaded chore. So, how can you transform move-in day from a chaotic mess into a five-star experience that leaves residents raving? Let’s break it down. 5 Timely Tips for Making Move-Ins a Five-Star Experience Move-in day marks the beginning of a new chapter for your residents — and the chance to make a lasting first impression. But because it’s considered one of life’s most stressful events (third only to death and divorce — yikes!), multifamily property management teams need to be intentional about creating a smooth, welcoming, and memorable experience.  Here are five timely tips to help you turn the stress of move-in day into a five-star moment that residents will appreciate — and remember. Communication Is Everything (Like, Literally Everything) The Personal Touch Still Matters — Even in a High-Tech World Maintenance Can Make or Break It Gather Feedback (and Actually Use It!) The Move-In Experience Impacts Your Reputation 1. Communication Is Everything (Like, Literally Everything) Consider this cautionary tale: A resident shows up on move-in day, only to realize they forgot to set up utilities, their renter's insurance isn’t valid, and they have no idea where to park. Cue the panic. For multifamily property management teams, these are the things nightmares are made of! While you can’t control for every misstep a resident might make, you definitely can develop a communication strategy that lessens the chances that these gaps are due to poor information sharing on your part.  And the best way to do that is to over-communicate every step of the way. Here are just three ways to make sure your message hits the mark! Pre-move-in checklists: Provide residents with a digital or printable list of everything they need to do before move-in. It’s important to have resources like this created and available. However, if you stop at this step, then you are setting your team up for frustration. Why? Because many residents will never take the time to read your carefully crafted PDFs. And that means your leasing team will spend their valuable time answering all those same questions.  Leverage video: When you leverage video tools, like those available from Realync, you help ease the burden on leasing teams and increase the odds that residents will know what’s expected when move-in day arrives. It’s the perfect companion to both digital and printable PDFs. Check out this short 30-second video created by Margo, a leasing professional at Kenect, an Akara Living community. She excels at preparing renters for move-in — reminding soon-to-be residents about the three things they’ll need on move-in day — while making sure her team has all the necessary items for the property.    Train your multifamily property management team: Seems obvious, doesn’t it? Yet, a less-than-stellar move-in experience often happens because leasing teams aren’t well-prepared. Clear and proactive communication sets the tone for a positive relationship, and setting clear expectations regarding the move-in process, required documentation, and available amenities helps to alleviate stress and confusion. During move-in, keeping residents informed about any updates or changes ensures a smoother transition, and ultimately, better communication fosters trust and satisfaction, making new residents feel welcomed and valued. 👀 Looking for more? Check out this blog, “The Science of Successful Move-Ins: Top 5 Tips You Need To Know.” 2. The Personal Touch Still Matters — Even in a High-Tech World In an age of self-guided tours and automated leasing, it’s tempting to let technology do all the heavy lifting. But here’s the truth: 68% of renters say an in-person move-in orientation is essential. Therefore, face-to-face connections go a long way in building trust and setting the tone for a positive living experience.  That said, there’s a balance you need to find because not everything needs to be done in person. Creating a memorable move-in experience hinges on successfully leveraging technology to boost efficiency, along with valuable face-to-face interactions that foster connection.  To create an impactful personal touch, make the move-in memorable: Have a team member personally hand over the keys. Walk them through key features of their new home (and test the A/C before they do!). Show them how to submit maintenance requests (before they need one at 2 a.m.). But don’t stop there. Once you’ve engaged new residents in person, overlay the experience with technological touches that add to and support your move-in routines. By incorporating the right technology for the right processes at the right time, you can create a move-in experience residents will rave about.  Move-in day can be overwhelming for residents. You’re sharing a lot of information, and the reality is that they won’t remember everything you told them. Video creates a perfect complement, and here are just two examples where using Realync video tools can help personalize the resident experience and make your property shine: Personalized Move-In Walkthroughs: Video tools let multifamily property management leasing teams create personalized move-in walkthroughs, showing everything from key pickup to trash disposal procedures. It offers a simple “go to” solution, enabling residents to replay the walkthrough and find many of the answers to their questions — because nobody wants to guess which bin is for recycling! “How To” Self-Help Maintenance Videos: Move-in day is overwhelming enough, so it's a win-win when you can help residents help themselves starting from Day 1. With a quick 60- to 90-second clip, you can show residents how to troubleshoot simple issues using appliances and setups that match what’s actually in their apartment. No guesswork, no waiting for help. Just a sense of relief knowing they can focus on unboxing rather than waiting around for a service call. ➡️ Watch this video and learn more! Yes, automation saves time and often improves the resident experience (when done right), but it doesn’t replace the personal touch. Your multifamily property management teams still must be able to greet incoming residents with a warm welcome and provide a quick apartment walkthrough with a friendly face.  More importantly, a great move-in day experience boosts retention. In fact, 79% of residents who are satisfied at move-in remain satisfied through renewal time. So, those first impressions? They matter — a lot. 3. Maintenance Can Make or Break It Picture this: Your new resident excitedly turns the key and steps inside, only to find that the fridge isn’t working. Or worse, they step into the shower or try to wash dishes for the first time and find no hot water. Nothing can sour a move-in experience faster than unresolved maintenance issues. If you don’t think maintenance matters, you might want to think again. Maintenance was the most common reason for negative online reviews, mentioned even more often than rent, security, communication, or parking, according to a resident report cited by Multi-Housing News. As columnist Lew Sichelman noted, “One-third named maintenance as the reason for their negative response…[it] was the No. 1 negative response and the No. 2 positive response mentioned in the renewal stage.”  Simply put, how you handle maintenance — especially early on — directly impacts your reputation and retention. So, how do you combat potential maintenance woes? Consider SkillCat mobile maintenance training. SkillCat is a mobile-first training platform designed specifically for multifamily property maintenance pros, and it equips your technicians with the confidence and expertise needed to tackle challenges head-on. With SkillCat on your side, you can ensure your team is fully equipped to diagnose and resolve common service requests quickly and competently. And this is crucial because well-trained maintenance teams = fewer complaints, happier residents, and more five-star feedback. 🤔 Curious how you can equip techs and empower residents? Then you’ll want to read this two-part plan for multifamily property maintenance success! Don’t be fooled into thinking it doesn’t matter that much. How your team responds to that first work order can determine whether a resident stays long-term or starts browsing Zillow. 4. Gather Feedback (and Actually Use It!) You don’t know what you don’t know — until you ask. Move-in surveys provide invaluable insights into what’s working and what needs fixing, straight from the people who matter most: your residents. Grace Hill’s resident survey solutions make it easy for multifamily property management teams to collect real-time feedback and implement improvements quickly. For example, if multiple residents mention confusion over parking, it’s a clear signal to update your move-in packet or send a short, pre-move-in video tutorial. Here are a few stats that drive the point home: “The renewal rate for residents who were satisfied at move-in was 59% higher than the renewal rate for residents who were dissatisfied at move-in…[and] 79% of residents [who are] satisfied at move-in remain satisfied at renewal.” If that’s not motivation to fine-tune your process, we don’t know what is! Several years ago, AIR Communities, a Denver-based REIT, decided to take a proactive approach to satisfaction by surveying residents within three days of move-in, and then again within the first 30 days. It was an operational shift that helped them identify pain points early on and make adjustments — before minor frustrations become major complaints.  By integrating a move-in survey, you don’t just solve today’s problems — you spot patterns, improve processes, and lay the groundwork for consistently better move-ins in the future. 💡 Knowledge is power: Learn why resident surveys are essential for creating a thriving community. 5. The Move-In Experience Impacts Your Reputation Love them or hate them, online reviews matter — a lot. Before signing a lease, most renters scour Google, Yelp, and apartment review sites to get the inside scoop. And when a slew of negative move-in reviews dominate the narrative, even the best amenities or pricing may not be enough to keep residents, and you can be certain it sends prospects running. ‼️ Did you know that every time a resident moves out, the effort and expense of renting the apartment drain your budget by nearly $4,000! Here’s a way to calculate the cost of resident turnover at your property. But here’s the good news: When move-ins go well and residents feel welcomed, informed, and cared for from day one, they are far more likely to leave positive reviews — and that drives more traffic, tours, and leases to your community.  Make it easy for happy residents to share their experience: Include a gentle prompt in your move-in survey inviting them to leave a review. Following move-in, send a brief, personalized thank-you email, and provide links to preferred review platforms. If they rave about their experience, ask if they’d be willing to post their comments as an online review. ➡️ Here are 10 ways to ask for apartment reviews and encourage feedback!  Grace Hill’s Reputation Management solution helps property teams monitor, respond to, and learn from online reviews across multiple platforms — all from one centralized dashboard. With it, you get alerts for new reviews, insights into sentiment trends, and tools for responding professionally and promptly, turning even less-than-perfect feedback into an opportunity to demonstrate responsiveness. Remember, first impressions last — both in person and on Google. Final Thoughts for Multifamily Property Management Teams A seamless, stress-free move-in doesn’t just benefit residents — it streamlines operations, boosts team morale, reduces costly turnover, and strengthens your property’s online reputation. Although often overlooked, a well-orchestrated move-in is more than a nice touch — it’s a competitive advantage. By leveraging Grace Hill’s suite of solutions, including Training, Policies, Resident Surveys, Reputation Management, and Virtual Leasing and Video Tools by Realync, your multifamily property management team can deliver a consistently high-quality move-in experience that residents notice — and talk about. Each of the five tips shared is a building block for long-term success: clear communication, personalized touches, timely maintenance, meaningful feedback, and a reputation rooted in trust. When these pieces come together, you’re not just moving people in — you’re laying the foundation for satisfied, long-term residents. 👀 Watch this on-demand webinar: “The Move-In Effect: How the ‘Hello’ Impacts the ‘I’ll Stay Longer.’” So, multifamily property management pros, it’s time to ask yourself: Is your move-in process setting you up for long-term success? If not, now’s the time to fix it. Small, intentional changes can lead to big wins — for your residents, your team, and your bottom line.  Because happy move-ins lead to happy residents — and happy residents lead to stronger renewals, better reviews, and thriving communities. It’s that simple. Ready to learn how Grace Hill can be your partner in success? Connect with our team today to create a move-in experience residents will rave about! Important notes: - Published on: 2025-06-26 13:35:27 - Category: Posts - [How To Create Move-In Magic: 5 Timely Tips for Multifamily Property Management](https://gracehill.com/multifamily-property-management-move-in-tips/): In multifamily property management, the move-in process is more than just handing over keys — it’s a critical opportunity to shape first impressions, build trust, and set the tone for long-term resident satisfaction. While moving into a new home should… ------------------------- # How To Overcome Unconscious Bias: Top 5 Practical Tips > Unconscious bias is a phenomenon that affects almost everyone’s decision-making processes, and although we may not be aware of it, it is something we all have to some degree. Howard J. Ross, author of the book “Everyday Bias,” says, “The… Full Content: Unconscious bias is a phenomenon that affects almost everyone’s decision-making processes, and although we may not be aware of it, it is something we all have to some degree. Howard J. Ross, author of the book “Everyday Bias,” says, “The question is not, do we have bias? The question is, which are ours?” Understanding that everyone carries unconscious bias is just the first step — what’s equally important is recognizing how these biases form and influence our behavior. Unconscious bias doesn’t arise from malice or intent, but rather from the brain’s natural tendency to streamline information processing.  By exploring how these automatic patterns take shape, we can begin to identify the subtle ways they affect our perceptions, choices, and interactions with others. So, how exactly does unconscious bias work? How does unconscious bias work? Unconscious bias refers to the automatic judgments and assumptions we make about people and situations without even realizing it. These biases are shaped by our background, culture, media exposure, and life experiences. Our past experiences impact the decisions we make, and our brains tend to create “mental shortcuts” to help us quickly process new information. While these shortcuts can be helpful, they can also be flawed, especially when they’re based on social norms and stereotypes.  In the multifamily workplace, unconscious bias might influence how we interpret a resident’s tone of voice, evaluate a team member’s performance, or make decisions during the hiring process. Because these biases operate beneath our awareness, we may not notice them unless we intentionally look for patterns in our thinking and behavior. Left unchecked, unconscious bias can damage day-to-day interactions with others, leading to missed opportunities and strained relationships. However, the good news is that these mental habits can be interrupted and improved. The first step is simply acknowledging they exist, regardless of intent. From there, we can take deliberate actions to reduce its influence in our daily interactions and decision-making. Here are five practical tips to help you recognize and overcome unconscious bias in the multifamily workplace. Top 5 Tips for Overcoming Unconscious Bias Unconscious bias can impact how we interact with residents, colleagues, and vendors — often without us even realizing it. Overcoming unconscious bias requires intentional reflection and action.  While robust AI-powered screening tools are a powerful resource in helping eliminate unconscious bias in resident selection, there’s peril in allowing unconscious bias to perpetuate discrimination if AI is left unchecked.  For multifamily professionals, having the right tools, training, and policies in place is key to creating more inclusive communities and work environments. Here are five practical strategies to recognize and reduce the effects of unconscious bias: 1. Shift Your Perspective  Unconscious bias often stems from viewing the world solely through your own experiences. Taking time to imagine how someone else might perceive a situation — especially someone with a different background, culture, or lived experience — can reveal blind spots and help build empathy. When you can, before you make a decision, try to imagine the world from their vantage point. Apply It: When resolving a resident complaint, consider how the issue might be perceived differently based on the resident’s background, communication style, or accessibility needs. A maintenance delay that feels minor to you could feel major to a resident who has experienced housing instability. Taking a moment to pause and understand where they’re coming from can lead to better outcomes and stronger relationships. 2. Think Before You Speak or Act  Unconscious bias often influences snap judgments, so overcoming them can be helped by slowing down your decision-making. In high-stress moments, your ability to pause before acting or speaking helps ensure your words and actions reflect professionalism and respect for others. Apply It: During team meetings or casual conversations, avoid offhand remarks or jokes that could be unintentionally offensive. Before commenting on someone’s name, attire, or background, ask yourself: “Could this reinforce a stereotype?” A pause now can prevent harm later. 3. Diversify Your Environment and Interactions Exposure to diverse perspectives reduces the influence of stereotypes. When we work closely only with those who share similar views or backgrounds, bias tends to go unchecked. Intentionally seeking input from people with different backgrounds, experiences, and viewpoints expands understanding and builds stronger teams. Think about new ways to engage, collaborate, and step out from your usual group at work. If you can, leave your desk and try working in a different area for a few hours. This change of perspective may lead you to interact with people you otherwise wouldn’t. Apply It: This can happen through mentoring relationships, cross-functional teams, or inclusive conversations in the workplace. Encourage diverse representation on hiring panels, safety committees, or event planning teams. Invite leasing, maintenance, and corporate staff to collaborate on shared projects. This improves team cohesion, reduces groupthink, and broadens problem-solving approaches. 💡Looking for more? Watch this webinar, “More Than an Employee: Overcoming Bias Through Nurturing Employee Relationships.” It provides a framework for recognizing and overcoming bias and improving effective team communication. 4 . Challenge Your Assumptions Think of those teen movies where the shy guy doesn’t ask the girl out because he thinks she’ll say no. When he finally does, she says yes — and asks what took so long? It’s easy to assume we “know” how someone will act or think based on past experiences, but unchecked assumptions can limit opportunities and trust. Instead, ask questions and let facts guide your conclusions. Even if their response confirms your assumption, you now have information that can help in future interactions. Apply It: When making decisions — especially about hiring, performance reviews, or conflict resolution — pause to consider whether assumptions are driving your choices. Don’t assume a gap in employment or an unconventional career path is a red flag. Use structured evaluation criteria, rubrics, or checklists to ensure evaluations are based on facts and consistent standards. When in doubt, follow up directly with the candidate. Fairness and curiosity go a long way in hiring and promotions. 5. Create Accountability Encourage a culture where bias can be discussed openly and constructively. Provide feedback when biased behavior is observed, and be open to receiving it. Organizations can support this by implementing bias training, establishing accountability structures, and reinforcing inclusive behaviors through policies and leadership modeling.  Apply It: Start with small steps, like inviting team feedback during performance reviews or debriefing hiring decisions. Offer (or attend) unconscious bias training, and encourage open dialogue when biased behavior is observed. Model the behavior you want to see, and make inclusivity a shared goal across the property. The topics of inclusion and diversity can sometimes feel overwhelming, especially in multifamily environments. But progress starts with small, intentional actions. The more aware we are of our biases — and the more willing we are to listen, learn, and look beyond our usual circles — the more we can contribute to a healthier, more inclusive workplace.  Grace Hill offers training and policy solutions, along with a wide variety of resources, that equip multifamily professionals with the tools to recognize and address unconscious bias.  Training: Through engaging, research-backed courses on Fair Housing, diversity, equity, and inclusion, emotional intelligence, and more, team members gain practical strategies to challenge assumptions, improve communication, and create more inclusive interactions. These training programs are designed to be relevant to real-world multifamily scenarios, helping employees build the awareness and confidence to make better, more equitable decisions every day. Policies: Grace Hill’s Policies solution helps reinforce training efforts by centralizing and standardizing company policies, ensuring that expectations around respectful behavior, anti-discrimination, and inclusive practices are clear and accessible. This alignment between training and policy helps create a consistent culture of accountability across the organization. Remember, while no one can solve these challenges alone, each of us plays a vital role in reducing bias and helping build teams and communities where everyone feels valued and respected. Ready to strengthen your corporate culture? Grace Hill takes the guesswork out of training and policy development to help you create an environment where residents and employees thrive. Connect with our team today to learn more and get started! Important notes: - Published on: 2025-06-16 08:00:33 - Category: Posts - [How To Overcome Unconscious Bias: Top 5 Practical Tips](https://gracehill.com/blog/overcoming-unconscious-bias/): Unconscious bias is a phenomenon that affects almost everyone’s decision-making processes, and although we may not be aware of it, it is something we all have to some degree. Howard J. Ross, author of the book “Everyday Bias,” says, “The… ------------------------- # A Guide For Multifamily Leaders: How To Better Support Mental Health In The Workplace > Mental health in the workplace is no longer a conversation that can wait — it’s a crucial component of employee well-being and organizational success. In the multifamily industry, where fast-paced environments and high-pressure demands are the norm, supporting mental wellness… Full Content: Mental health in the workplace is no longer a conversation that can wait — it’s a crucial component of employee well-being and organizational success. In the multifamily industry, where fast-paced environments and high-pressure demands are the norm, supporting mental wellness is more important than ever. Since 2020, mental health concerns have taken center stage, with many employees reporting emotional strain, burnout, and uncertainty about their employer’s support. Data shows that nearly one in four multifamily professionals have considered resigning due to emotional stress, while others are unsure whether their company prioritizes their well-being at all. This blog explores the importance of mental wellness in the workplace, the unique challenges faced in multifamily, and the essential role leaders play in creating a culture where employees feel seen, supported, and empowered to thrive. Jump to a Section The Importance of Mental Wellness in Multifamily Mental Health Challenges in the Multifamily Workplace The Link Between Multifamily Leadership and Employee Mental Health Creating a Supportive Environment for Employee Mental Health Prioritizing Mental Health in the Workplace: It’s Good Business — and the Right Thing To Do The Importance of Mental Wellness in Multifamily Mental health used to be a topic whispered about in the margins of workplace culture — something considered too personal or sensitive to address in a professional setting. But in today’s business climate, particularly within the rental housing industry, that silence is no longer an option.  Reputable studies and real-world trends make it clear: A passive approach to employee well-being simply doesn't work. Mental health is not just the absence of illness; it’s a state of overall well-being that affects how employees think, feel, interact with others, and perform their roles.  When mental health is overlooked, productivity declines, engagement wanes, and turnover increases. On the other hand, when organizations prioritize it, teams thrive. Since 2020, the conversation around mental health has gained urgency, and for good reason. The demands placed on onsite teams in multifamily housing are intense, often accompanied by high stress, emotional fatigue, and constant interaction with residents.  A Mental and Emotional Health Survey by NAA reveals the weight of this burden:  40% of employees have taken PTO for emotional well-being, with 15% needing a full week or more.  32% report that their mental or emotional health has interfered with their personal lives.  1 in 4 employees say they are unsure of the support services their company offers.  20% aren’t confident their employer prioritizes mental wellness. 24% have considered resigning in the next year due to emotional or mental strain. These numbers underscore a hard truth — mental wellness isn’t just a “perk.” It’s a business-critical issue. Companies that intentionally invest in employee well-being are more likely to see higher performance, stronger team dynamics, and lower turnover. More importantly, prioritizing mental health in the workplace isn’t just about checking a box — it’s about building a culture where people can bring their best selves to work and feel supported while doing it. 🔎 Looking for more? Download this infographic to explore key statistics on mental health in multifamily housing and actionable tips for fostering a culture of mental wellness. Mental Health Challenges in the Multifamily Workplace The multifamily industry, like many others, is not immune to the mental health challenges that workers face today. From high-stress environments to long hours, maintenance emergencies, and the fast-paced nature of property management, these pressures can take a significant toll on employees' mental well-being.  Maintenance technicians, leasing agents, and property managers often carry a heavy emotional burden, balancing customer expectations with tight deadlines and unpredictable workloads. Addressing mental health in the workplace is crucial for fostering a supportive and sustainable environment for your team. Acknowledging the signs of stress, burnout, or anxiety, and providing accessible resources like mental health days, counseling services, or workshops on coping mechanisms, can make all the difference.  💡Did You Know? According to “It’s a New Era for Mental Health at Work” by Kelly Greenwood and Julia Anas, 50% of respondents (overall) stated they’d left a job in part due to mental health reasons. For Millennials and Gen Z, the percentages are a staggering 68% and 81%, respectively!  By prioritizing mental health, you not only help ensure the well-being of your staff but also improve overall job satisfaction, reduce turnover, and create a more positive and productive workplace culture. When employees feel supported mentally and emotionally, they are better equipped to provide excellent service to residents, strengthening the entire operation. The Link Between Multifamily Leadership and Employee Mental Health Leaders set the tone for workplace culture, and when it comes to supporting employee mental health, their influence is critical. A team’s well-being often mirrors the values, behaviors, and priorities modeled by its leadership. In the multifamily industry, where employees juggle demanding schedules, high resident expectations, and constant problem-solving, leaders have a unique opportunity to create environments where employees feel seen, valued, and supported. Effective leaders prioritize mental health alongside productivity, recognizing that sustainable success depends on the well-being of their teams. By fostering a culture of empathy, encouraging open communication, and actively addressing stress and burnout, leaders can transform the workplace into a space where employees not only perform well but also thrive personally and professionally.  It’s not about having all the answers; it’s about creating a workplace where mental health is part of the conversation — and where people know they are never carrying their challenges alone. 7 Tips for Leaders to Support Employees' Mental Health in the Workplace Here’s a breakdown of seven actionable tips that leaders can incorporate to support mental health in the workplace: 1. Create a Culture of Care Creating a culture of care starts with fostering an environment where employees feel safe discussing mental health without fear of stigma or judgment. Leaders can set the tone by showing genuine empathy and compassion, responding to challenges with understanding rather than criticism.  Prioritizing employee well-being alongside productivity sends a powerful message: People are valued not just for what they do, but for who they are. When care becomes part of the culture, trust grows, and teams become stronger, healthier, and more resilient. 2. Promote Open Communication Creating a workplace where mental health is openly discussed starts with encouraging honest dialogue. Leaders should actively listen to employees’ concerns without judgment, making it clear that their voices are heard and valued. By regularly providing opportunities for feedback and suggestions, leaders can build trust and foster a culture where employees feel safe sharing their challenges and supported in finding solutions. 3. Recognize and Manage Stress Leaders play a crucial role in identifying and addressing workplace stress before it leads to burnout. Pay attention to signs like changes in mood, decreased productivity, or increased absenteeism — they may be early indicators that an employee is struggling.  Set your team up for success by managing workloads fairly and setting realistic expectations. Most importantly, create a culture where it is safe to discuss stress, and provide employees with access to tools, resources, and support systems that help them manage it effectively. A proactive approach can make all the difference in your team’s well-being and performance. 4. Support Work-Life Balance Promoting mental health starts with respecting boundaries — and that means actively supporting work-life balance. Encourage your team to take regular breaks, use their vacation time, and truly unplug when they’re off the clock.  Model this behavior by doing the same yourself; when leaders visibly prioritize rest and balance, it gives employees permission to do so, too. When possible, offer flexible work arrangements that accommodate personal responsibilities and different working styles. A well-rested, balanced team is more engaged, productive, and resilient. 5. Provide Resources and Access to Support Make sure employees are aware of the mental health resources available to them. This might include an Employee Assistance Program (EAP), counseling services, or mental health hotlines. Take it a step further by simplifying access to these tools, removing barriers such as complicated portals or unclear processes.  Consider offering mental health workshops or training sessions to help normalize the conversation and equip your team with practical strategies for care. When support is visible, accessible, and encouraged, employees are more likely to use it. 6. Promote Self-Care Encourage employees to prioritize self-care by supporting wellness initiatives, such as exercise programs, mindfulness sessions, and stress management resources. Lead by example and help normalize taking mental health days when needed — because a healthy team starts with permission to rest, reset, and recharge. 7. Build Strong Relationships Supporting mental health starts with genuine connection. Take the time to get to know your employees as individuals — their strengths, goals, and challenges. Foster a sense of community where everyone feels they belong, and encourage teamwork that builds trust, support, and shared success. When people feel seen and valued, they thrive. 💚 For additional takeaways you can immediately implement, watch this on-demand webinar “The Science of Happiness” with happiness experts Audra Lamoon and Colin Priestly-Wall from Livewire Performance Ltd.  Creating a Supportive Environment for Employee Mental Health Fostering a workplace culture that prioritizes employee mental health starts with clear policies, consistent training, and listening to your team. Grace Hill’s integrated solutions help multifamily leaders build that foundation through practical, actionable support. Here’s what that can look like. Policies: With a robust policy solution, companies can ensure their mental health standards are clearly communicated and accessible. Grace Hill’s Employee Handbook includes a Mental Wellness policy that helps you support your team members by identifying signs or symptoms of stress and sharing mental wellness resources. Training: Grace Hill’s Training solution equips team members and leaders alike with the tools to recognize, address, and respond to mental health concerns compassionately and effectively.  Surveys: If you don’t ask, you won’t know. With a trusted, industry-specific survey solution, your organization can gain valuable insight into employee well-being, helping leaders make informed decisions that promote a healthier and more supportive workplace. By combining these three pillars — Policy, Training, and Surveys — Grace Hill empowers multifamily teams to cultivate a workplace where every employee feels seen, supported, and valued. And when that occurs, productivity increases, innovation is enhanced, teamwork improves, and turnover is reduced.  Prioritizing Mental Health in the Workplace: It’s Good Business — and the Right Thing To Do Mental health in the workplace is not a passing trend — it’s a lasting priority that directly impacts employee engagement, performance, and retention. In the multifamily industry, where demands are high and challenges are constant, creating a culture that supports mental wellness isn’t just the right thing to do — it’s essential for long-term success.  The good news is that small changes can have a significant impact. You can differentiate your organization by leveraging time-tested, trusted solutions that support your efforts and encourage a healthy, productive, and engaged workforce.  With clear policies, impactful training, and employee-driven insights, multifamily leaders can build environments where mental health is respected, supported, and seamlessly integrated into daily operations — fostering a workplace where teams don’t just survive, but thrive. Ready to learn how Grace Hill’s Policy, Training, and Survey solutions can help you prioritize employee well-being and build a culture of care? Connect with our team today to get started! Important notes: - Published on: 2025-05-12 08:00:57 - Category: Posts - [A Guide For Multifamily Leaders: How To Better Support Mental Health In The Workplace](https://gracehill.com/supporting-mental-health-in-multifamily-workplaces/): Mental health in the workplace is no longer a conversation that can wait — it’s a crucial component of employee well-being and organizational success. In the multifamily industry, where fast-paced environments and high-pressure demands are the norm, supporting mental wellness… ------------------------- # Empower Residents and Equip Techs: An Innovative Two-Part Plan for Maintenance Success > It might not be sexy or glamorous, but having the right maintenance strategy can make or break the success and reputation of your multifamily property. I mean, let’s face it — maintenance teams are the unsung heroes of the multifamily… Full Content: It might not be sexy or glamorous, but having the right maintenance strategy can make or break the success and reputation of your multifamily property. I mean, let’s face it — maintenance teams are the unsung heroes of the multifamily world. They're the ones showing up early, climbing into crawl spaces, diagnosing strange noises, fixing that leaky faucet in Unit 304 (again), and keeping everything running smoothly behind the scenes. But the pressure is real.  Between the constant influx of service requests, resident expectations for near-instant fixes, and the high turnover rate in multifamily maintenance positions, keeping up can feel like a losing battle. If residents have to wait for help with what seems like a simple issue, satisfaction plummets.  But when you get maintenance right? Residents stay. They renew. They leave glowing reviews. That’s why I’m a huge fan of a two-pronged strategy that empowers residents with DIY maintenance videos and trains up your techs with mobile, expert-led training. Simple in concept, powerful in impact. Jump to a Section A Two-Pronged Maintenance Strategy That Empowers and Trains How To Put Your Maintenance Technician Training Into Practice Multifamily Maintenance: The Hidden Link To Resident Satisfaction — And Why It's a Game-Changer Final Thoughts: It's Time To Work Smarter, Not Harder A Two-Pronged Maintenance Strategy That Empowers and Trains Maintenance technician training doesn’t have to be a juggling act between urgent service calls, resident satisfaction, and staff development. With the right tools and a strategic approach, you can streamline operations and build a stronger, more efficient team. This two-pronged strategy focuses on two key areas: Empowering residents to handle simple fixes themselves and equipping your techs with on-the-go, skills-based training.  By addressing both ends of the maintenance spectrum — minor issues that can be prevented and major ones that require professional expertise — you free up time, reduce burnout, and create a better experience for everyone involved. Step One: Empower Residents With DIY Multifamily Maintenance Videos Let’s start with the low-hanging fruit. Every property has those repeat service requests — the tripped breakers, garbage disposals that just need a reset, and blinking thermostats with dead batteries. They’re not emergencies, but they clog up your work order system, eat up staff time, and, frankly, frustrate residents who could’ve handled the fix themselves (if only they knew how). That’s where DIY maintenance videos come in. With a quick 60- to 90-second clip, you can show residents exactly how to troubleshoot those simple issues — visually, step by step, using appliances and setups that match what’s actually in their apartment. No guesswork, no waiting for help. Just a sense of “Oh wow, I fixed that myself!” Realync makes this super easy. Videos created with Realync are easy to share across multiple channels, including email, social media, and directly through the Realync platform. You can either send a Realync link or download and share the video file. Want to make it even more accessible? Print QR codes and post them in the utility closet or laundry room. Residents scan, watch, and fix — and your team avoids an unnecessary trip. Curious what that looks like? Consider this common multifamily maintenance issue: resetting a tripped circuit breaker. Luxor Lifestyle Apartments encouraged their maintenance staff to create apartment maintenance videos showing renters how they can resolve minor problems, such as resetting a tripped breaker, themselves. And this is the result: a quick 46-second video instructing renters how to trip a breaker in case the power goes out. [video width="1280" height="720" mp4="https://gracehill.com/wp-content/uploads/2025/05/MP4WEB-1.mp4"][/video]   It’s a win-win. Your team has more time to focus on serious service issues, and residents walk away feeling empowered and cared for. And yes, they’ll absolutely remember that when their lease renewal rolls around. Step Two: Level Up Your Techs With SkillCat Mobile Maintenance Training Now, here’s the other side of the coin. Even when you reduce service requests, you still need a maintenance team that’s ready to tackle the tougher stuff — HVAC issues, appliance repairs, and plumbing headaches. But we all know how hard it is to keep those skilled techs in place. Turnover is brutal, and onboarding new team members while juggling work orders is a serious strain. That’s why Grace Hill partnered with SkillCat. This mobile-first training platform is designed specifically for multifamily maintenance pros. Courses are broken down into bite-sized lessons covering HVAC, plumbing, electrical, appliance repair, and more, and they were created by trade pros who know what’s needed in the field. Even better, it all lives on their phones. So, instead of pulling your senior technicians off the floor to train the new hire, you can let SkillCat handle the heavy lifting. New techs can train between service calls and on their own time, earning certifications that actually mean something. It builds confidence, consistency, and a stronger bench of talent. And when you have a problem that goes beyond a DIY fix? Your team can handle it — quickly and professionally. This combo — DIY videos for residents and mobile training for staff — changes the game. How To Put Your Maintenance Technician Training Into Practice Transforming your maintenance operations doesn’t require a massive tech budget or an army of technicians — it just takes a smart approach and the right tools. By combining simple, actionable strategies with ongoing training, you can empower your team, streamline workflows, and even boost resident satisfaction along the way.  If you’re ready to move from theory to practice, here’s what I’ve seen work: Start small with DIY videos – Identify your top five most common, easy-fix service requests and create short, step-by-step videos to walk residents through them. Use your real appliances and your actual team to keep things relatable and authentic. Upload the videos to your portal and test them out to see how they’re received. Use QR codes creatively – Meet residents where they are — literally. Add QR codes to fridge magnets, move-in packets, or even inside closets near circuit breakers or HVAC units. A quick scan gives residents instant access to apartment maintenance tips and troubleshooting guides or DIY videos, making it super easy to find the help they need and solve minor issues on their own. Empower your team with the SkillCat training app – Whether you’re onboarding a new hire or giving seasoned multifamily maintenance techs a refresher, mobile training keeps everyone sharp and confident. SkillCat’s app allows technicians to learn at their own pace while reinforcing critical skills. It shows your team that you’re invested in their growth — something that goes a long way for morale and retention. Track what works – Pay attention to the results. Are you seeing fewer work orders for minor issues? Are residents leaving more positive feedback in surveys or online reviews? Use that data to refine your approach, celebrate wins with your team, and identify new opportunities for improvement. Putting these strategies into action doesn’t just make day-to-day operations smoother — it builds a culture of empowerment for both your team and residents. By investing in smarter maintenance technician training and communication, you’re not only solving maintenance problems more efficiently but also creating a stronger, more satisfying living experience for everyone involved. Multifamily Maintenance: The Hidden Link to Resident Satisfaction — And Why It’s a Game-Changer Most people don’t realize it, but maintenance plays a huge role in resident satisfaction. You can have the best amenities, the most beautiful clubhouse, and the most Instagram-worthy resident events — but if your residents are constantly waiting on repairs or getting bounced around on service issues, none of it matters. When residents feel like their needs are met quickly — and even better, when they feel empowered to solve minor issues independently — you create trust. You send a powerful message: “We’ve got you. We’re here when you need us, and we also believe you’re capable.”  That experience builds loyalty. It drives renewals. It earns five-star reviews. And it starts with revolutionizing how you empower, teach, and train your maintenance technicians. More importantly, effective maintenance technician training isn’t just a “nice to have.” In today’s environment — where budgets are tight and everyone’s juggling multiple roles — efficient, strategic maintenance isn’t extra; it’s essential.  Well-trained maintenance teams mean faster service, less operational chaos, higher resident satisfaction, and stronger business outcomes. Residents stay longer. They refer their friends. Your reputation grows. The best part? You don’t have to reinvent the wheel. With solutions like Grace Hill's Realync video tools and SkillCat training platform, you already have the resources you need to transform your maintenance operations — and, with them, your entire resident experience. Final Thoughts: It’s Time To Work Smarter, Not Harder At the end of the day, empowering your multifamily maintenance teams and your residents isn’t just a “nice to have”; it’s essential for building a thriving community. DIY maintenance videos remove unnecessary friction and frustration from the resident experience, and SkillCat training equips your technicians with the confidence and expertise to tackle challenges head-on. Together, they lay the foundation for a smarter, stronger, and more resilient maintenance strategy — one that truly supports your onsite teams and drives better results for your entire property. If you’re staring down a mountain of work orders, endless resident complaints, or stretched-thin teams, this is your sign. Start giving residents the tools to fix the easy stuff. Equip your techs with the maintenance training to master the tough stuff. And create the breathing room your teams need to focus on what matters most: delivering exceptional service and building lasting resident loyalty. Because when maintenance works, everything works. Ready to stop putting out fires and start building a multifamily maintenance operation that drives real results? Equip your team. Empower your residents. Transform your entire community — get started today. Important notes: - Published on: 2025-05-05 16:40:32 - Category: Posts - [Empower Residents and Equip Techs: An Innovative Two-Part Plan for Maintenance Success](https://gracehill.com/multifamily-maintenance-strategy/): It might not be sexy or glamorous, but having the right maintenance strategy can make or break the success and reputation of your multifamily property. I mean, let’s face it — maintenance teams are the unsung heroes of the multifamily… ------------------------- # Assistance Animals in Multifamily Housing: Your Questions Answered > Navigating the complexities of service and assistance animals under the Fair Housing Act can feel overwhelming. In a recent webinar, we tackled this crucial topic head-on and together with guest speaker, Katie Rigsby, a multifamily expert and President and CEO… Full Content: Navigating the complexities of service and assistance animals under the Fair Housing Act can feel overwhelming. In a recent webinar, we tackled this crucial topic head-on and together with guest speaker, Katie Rigsby, a multifamily expert and President and CEO of Katie Rigsby Inspires LLC provided much-needed answers and clarity to attendee questions.   Let's dive into the list of the most frequently asked questions during the event.  Jump to a Section of Questions General Guidance Animal Types and Behavior Fees and Deposits Number of Animals Location and Responsibility Policy Enforcement Specific Situations General Guidance Q: How do you accurately screen an emotional support animal (ESA) with a doctor's note? What specific questions can you ask the prospect/resident or doctor to verify the ongoing treatment and legitimacy of the need (beyond just a note of convenience)? A: You can ask for documentation from a licensed healthcare professional and verify if the provider is licensed in your state. You can also verify the connection between the person's disability and the assistance the animal provides. Q: Can a property accept animal certificates obtained from websites that charge a fee for service/emotional support animal certification and paperwork? A: HUD Guidance states: “Some websites sell certificates, registrations, and licensing documents for assistance animals to anyone who answers certain questions or participates in a short interview and pays a fee. Under the Fair Housing Act, a housing provider may request reliable documentation when an individual requesting a reasonable accommodation has a disability and a disability-related need for an accommodation that is not obvious or otherwise known. In HUD’s experience, such documentation from the internet is not, by itself, sufficient to reliably establish that an individual has a non-observable disability or disability-related need for an assistance animal.” By contrast, many legitimate, licensed healthcare professionals deliver services remotely, including over the internet. One reliable form of documentation is a note from a person’s healthcare professional that confirms a person’s disability and/or need for an animal when the provider has personal knowledge of the individual. Q: How can you identify fraudulent documents for approving an assistance animal? A: The webinar did not provide specific methods for identifying fraudulent documents, but stressed the importance of verifying the healthcare provider's license and the correlation between the disability and the need for the animal. Katie recommended during the webinar that you should confirm whether the contact information is online and contact the individual who wrote the letter  Q: How do we determine if a Reasonable Accommodation (RA) letter is from a legitimate doctor and not obtained from an unauthorized source, such as an online service? A: Verify if the healthcare provider is licensed to practice in your state. Again, Katie recommends confirming whether the contact information is online and contacting the individual who wrote the letter. Q: If they refuse to sign the form that we send to the health provider, which asks the provider to answer questions to verify the need, and the provider cannot verify without the patient’s signature, does that mean we cannot verify and can deny? A: You cannot require someone to use your company’s specific form. If they provide a letter on official letterhead that includes all the necessary information, that letter should be accepted, and they should be informed it will be verified for authenticity.  A healthcare provider should not need written permission to confirm they wrote the letter and that it’s on their letterhead. However, if the individual has not provided sufficient documentation and will not allow verification, it is reasonable to explain that you cannot approve the request at this time due to a lack of verifiable information.  It is always best practice to consult legal counsel before denying a request. Q: Do we have to accept a doctor's note from a nurse in another state? A: Some states have individual laws on this topic, but in general, you shouldn't deny it because the letter is from someone out of town. There are other factors to consider, such as whether the individual has just moved from out of state. While some healthcare providers are out of state, they may see patients online, so they would need to have a current license in the state where they are providing medical services. The fact that the person verifying is out of state is not typically sufficient for denying, but it is enough to ask more questions or do further verification. Q: If we cannot require a signature or request the use of our form, how will we obtain verification without the resident's written consent? A: You cannot deny their request because they did not use YOUR form for verification, but you can require verification if your company requires verification. The individual could provide a letter on letterhead with all the necessary information for verification. Then, the office can call the healthcare provider and confirm that they generated the letter. If proof has not been provided and you are unable to verify because the individual will not allow you to, then it would be reasonable to say you are unable to approve at the current time, as it is unverifiable. It is always best practice to consult legal counsel before denying a request. Animal Types and Behavior Q: Can you deny an ESA that is a lizard or guinea pig? A: We do not recommend denying a reasonable accommodation for a lizard or guinea pig if the animal is small enough to be kept in an aquarium-style tank or small cage AND the requester has provided information confirming there is a disability-related need for the animal.  Q: If a resident has an aggressive ESA, can we require them to remove the animal from their residence? A: You must have proof that a specific animal has caused a problem or has a history of aggressive behavior, not just that it is an aggressive breed. Additionally, you must work with the individual to determine if any steps can be taken to prevent or reduce the likelihood of denial; always consult with legal counsel. HUD Guidance states, "Thus, housing providers may not limit the breed or size of a dog used as a service animal or support animal just because of the size or breed but can, as noted, limit based on specific issues with the animal’s conduct because it poses a direct threat or a fundamental alteration." Q: What about unusual ESAs like a python or farm animals in an apartment? Are there limits on the types of animals allowed? A: The list below highlights specific guidance from HUD related to the question: "What are examples of a patient’s need for a unique animal or unique circumstances?” The animal is individually trained to do work or perform tasks that cannot be performed by a dog. Information from a health care professional confirms that: Allergies prevent the person from using a dog, or Without the animal, the symptoms or effects of the person’s disability will be significantly increased. The individual seeks a reasonable accommodation to a land use and zoning law, a Homeowners Association (HOA) rule, or a condominium or co-op rule. The individual seeks to keep the animal outdoors at a house with a fenced yard where the animal can be appropriately maintained. If the animal is not a dog, cat, small bird, rabbit, hamster, gerbil, other rodent, fish, turtle, or other small, domesticated animal that is traditionally kept in the home for pleasure rather than for commercial purposes, it may be helpful for patients to ask health care professionals to provide the following additional information: The date of the last consultation with the patient. Any unique circumstances justifying the patient’s need for the particular animal (if already owned or identified by the individual) or particular type of animal(s). Whether the health care professional has reliable information about this specific animal, or whether they specifically recommended this type of animal. It is also recommended that the healthcare professional sign and date any documentation provided, as well as provide their contact information and any professional licensing information.  Q: Can all dog breeds be service animals? What if a tenant with a large dog claims it's a service animal and gets an attorney when asked for documentation? A: Yes, all breeds can be service animals. Breed restrictions do not apply to service animals. Q: Is a python snake considered a unique type of assistance animal with specific considerations? A: Please see the previous question about pythons or farm animals. The recommendation would be to determine the type of python, as there are types that do not get very large and are generally docile. However, this may constitute a unique animal, and you could ask a healthcare professional why another breed of snake would not suffice. Additionally, we recommend consulting your legal counsel for specific questions regarding your property. ➡️ Check out our webinar on assistance and service animals: Doggonit! Do I HAVE To Approve That Animal? Fees and Deposits Q: Are we able to charge any fees or deposits for ESA animals? We are seeing a lot of online ESA certifications and suspect abuse. Are there restrictions preventing this abuse? A: no pet fees or deposits can be charged for ESAs. Q: But if it’s a non-assistance animal, we can charge for the pet, right?  A: You cannot charge any additional fees for a service animal or an ESA. You can only charge fees for pets, which are not considered support animals.  Q: Related to HUD Section 8, can we charge a resident for damage caused by their assistance animal soiling the grounds? A: You can charge for damage caused by an assistance animal, just as you would for any other damage to the property. Q: Do you have to return the nonrefundable pet fee if they make their pet an assistance animal, even if they have been living at the property for months? A: During the webinar, it was recommended to cease any continuing pet rent charges, but it was also suggested that the initial nonrefundable pet fee might not need to be returned, especially if the animal was a pet at the time of move-in. To clarify, some properties charge a pet fee, and others charge a pet deposit. If any of the pet monies are refundable (meaning deposits), we recommend issuing a refund once the animal is certified as an assistance animal and then charging for damages at move-out, as you would typically do for assistance animals. If there was a nonrefundable fee, consider consulting legal counsel. However, we believe that because the fee was paid when the animal was a pet, it is reasonable that the resident paid a pet fee. While there is no specific rule or guidance on this from HUD, an option to consider is giving a pro-rated refund of the fee based on how much time is left on the lease.  Q: What if they get an ESA certification WAY after the fact they were caught with an unauthorized animal? Are we required to reimburse them after they already paid the nonrefundable pet fee? (Basically, it was an unauthorized animal on a prohibited breed list caught during inspection. We caught it, addressed it, the resident acknowledged it, and then the resident went online and got an ESA certificate.) A: If the animal was a pet — and not an ESA — at the time of move-in, the initial fee might be retained, but an ongoing pet rent should cease. Q: Can we charge a DNA fee for the assistance animal to be DNA registered to ensure that pet waste is picked up? A: No. An assistance animal is not a pet; it is a necessity to provide equal access or enjoyment to the community. Therefore, you are making it more expensive for a person with a disability to live in your community.  Number of Animals Q: Are there any regulations on the number of ESAs that a single individual may claim? A: It was stated that there is no limit. See HUD Guidance: “While most requests for reasonable accommodations involve one animal, requests sometimes involve more than one animal (for example, a person has a disability-related need for both animals, or two people living together each have a disability-related need for a separate assistance animal).” The decision-making process in this guidance can be applied to all requests for exceptions or modifications to housing providers’ rules, policies, practices, and/or procedures, enabling persons with disabilities to have assistance animals in their housing.  Q: What if a resident claims they "need" an extremely large number of ESAs (e.g., 200 chihuahuas)? A: This would likely be considered unreasonable, and the lack of a clear nexus between such a large number of animals and a disability would be a valid concern. Location and Responsibility Q: What if we approve an assistant animal, and they have a different family member walking the dog all the time? A: This is generally acceptable as long as the animal provides assistance to the resident with the disability. Specific HUD Guidance states, “A person with a disability is responsible for feeding, maintaining, providing veterinary care, and controlling his or her assistance animal. The individual may do this on his or her own or with the assistance of family, friends, volunteers, or service providers.” Policy Enforcement Q: What if the resident has refused to sign the assistance animal policy and also refuses to provide the necessary shots? A: The webinar did not directly address this, but if the property requires all animals (including pets) to have current shot records on file, it is reasonable to request the same for assistance animals. It may be reasonable to provide extra time, as they may need assistance in getting shots, but you cannot require shots if pets at the property are not required to have shots. Also, the assistant animal policy is part of the lease agreement. What would you do if someone refused to sign any other addendum or portion of the lease? Q: What if staff find the animal and the resident does not have ESA paperwork on file, but when the resident is questioned, they provide a letter at that time? A: The webinar suggested that if proof of ESA status is provided later, ongoing pet rent should cease, but the initial pet fee might not be refundable. Refer to HUD Guidance: "A resident may request a reasonable accommodation either before or after acquiring the assistance animal. An accommodation also may be requested after a housing provider seeks to terminate the resident’s lease or tenancy because of the animal’s presence, although such timing may create an inference against good faith on the part of the person seeking a reasonable accommodation. However, under the FHA, a person with a disability may make a reasonable accommodation request at any time, and the housing provider must consider the reasonable accommodation request even if the resident made the request after bringing the animal into the housing." Q: What if they are bringing animals in after knowing the property has a no-pet policy and then claim it to be an ESA? A: The timing of the ESA claim after violating a no-pet policy might be a factor to consider, but if valid documentation is provided, it generally needs to be accommodated. Q: If a resident has approval for one assistant animal and then adds three more that are unauthorized, can we evict them?  A: We do not recommend jumping to an eviction. Persons with assistance animals must comply with the ANIMAL policy, not the pet policy. If they violate the lease, address the lease violation. If they claim it is an assistance animal, go through the company's standard verification process. Q: If someone has multiple approved assistance animals, but housekeeping is suffering due to their presence, is property management allowed to address the issue and ultimately non-renew if the housekeeping issues persist or are not remedied? A: Yes, you should address the lease violation as per your lease. I recommend consulting legal counsel before filing an eviction on someone because of a violation that is a result of their disability. Q: If a household has three ESAs and the animals are not housebroken, thereby making a mess in the apartment, can we do anything about that? A: Yes, you can address damage and sanitation issues caused by animals, regardless of their assistance animal status. Residents are responsible for maintaining their living space. Specific Situations Q: Can an animal trainer have pets in their unit without any supporting documentation (ESA/service animal paperwork)? A: Unless the trainer has a documented disability-related need for the animals as assistance animals, standard pet policies likely apply. Under the ADA, the dog must already be trained before it can be taken into public places. However, some state or local laws cover animals that are still in training. An ESA does not require official training; therefore, it is my opinion that someone training these animals is not covered unless they are disabled and have a disability-related need for this specific animal in their home. I do not believe this would have to be allowed, and a pet fee/policy could be implemented.  Q: What if a parent is asking for an ESA for their adult daughter who does not live in the unit? A: The definition of “disability” under Fair Housing laws includes people “associated with” a person with a disability. That means a housing provider might have to make a reasonable accommodation for a resident’s guest with a disability who is “associated” with the resident. Visiting or guest assistance animals should be subject to the same process as a resident assistance animal, meaning information about the existence of the guest’s disability and the guest’s disability-related need for the animal should be obtained in the same manner as if the request came from the resident. Q: If someone was fined for having an unauthorized animal but then proves it's an ESA, must the fines be reversed? A: Yes, if the animal is proven to be an ESA for a resident with a disability, associated pet fees and fines should likely be reversed for the period the animal qualified as an ESA. Q: I have a resident who got a puppy and claims it is a service animal. However, the dog hasn't been trained yet, but she states she is going to train it. Do I have to accept the animal as a service animal, or can I say no until after the animal has been trained? A: No. Under the ADA, the dog must already be trained before it can be taken into public places. However, some State or local laws cover animals that are still in training. Q: Is there no such thing as a "license" or "registration" for ESAs? A: No, although there are sites online that will sell them. There is no certification or training for an Emotional Support Animal. Q: What is the difference between therapeutic and emotional support animals? A: A therapy or therapeutic animal is another name for an ESA or comfort animal. It is not a service animal. Q: Should emotional support animals be professionally trained? A: While not always professionally trained, ESAs must provide emotional support that alleviates a symptom of the person's disability. Service animals must be individually trained to perform specific tasks. Q: My property is located in New York; I know New York might be very different from other states. A: The webinar recommended consulting with local legal counsel to understand specific state and local laws regarding assistance animals. Navigating Fair Housing laws related to assistance animals can be tricky, and as public awareness grows, management teams must be prepared with training and policies to handle requests appropriately.  If you missed the live event, watch the on demand recording now. [video width="1280" height="584" mp4="https://gracehill.com/wp-content/uploads/2025/05/Doggonit-Do-I-HAVE-to-Approve-That-Animal_.mp4"][/video]   Disclaimer: This FAQ is based on the information presented in the Grace Hill webinar “Doggonit! Do I HAVE To Approve That Animal?” and the user-provided questions. It is not intended as legal advice. Always consult with legal counsel for specific guidance related to your property and jurisdiction. For additional assistance animal related resources mentioned during the webinar, visit katierigsby.com.  Important notes: - Published on: 2025-04-24 12:42:06 - Category: Posts - [Assistance Animals in Multifamily Housing: Your Questions Answered](https://gracehill.com/blog/assistance-animals-in-multifamily-housing-your-questions-answered/): Navigating the complexities of service and assistance animals under the Fair Housing Act can feel overwhelming. In a recent webinar, we tackled this crucial topic head-on and together with guest speaker, Katie Rigsby, a multifamily expert and President and CEO… ------------------------- # Preventing Sexual Harassment in Rental Housing: What You Need to Know > Sexual harassment in housing is a serious issue that affects the safety, dignity, and well-being of residents, and it’s a legal liability for multifamily professionals who fail to address it. Whether it comes in the form of inappropriate comments, coercive… Full Content: Sexual harassment in housing is a serious issue that affects the safety, dignity, and well-being of residents, and it’s a legal liability for multifamily professionals who fail to address it. Whether it comes in the form of inappropriate comments, coercive behavior, or a hostile living environment, harassment can create lasting harm and erode trust in professional relationships.  For property managers, leasing agents, and multifamily owners and operators, understanding the different types of harassment and how to prevent them is not just good practice — it’s essential.  In this blog, we’ll break down what sexual harassment in housing looks like, how to foster a safe and respectful environment, and why compliance with Fair Housing laws is critical for every rental community. Jump to a Section Understanding Sexual Harassment in Housing 3 Steps to Prevent Sexual Harassment in Housing The Importance of Compliance in Multifamily Housing Understanding Sexual Harassment in Housing While harassment of any kind is illegal, the topic of sexual harassment in rental housing warrants special consideration. Every year, thousands of people face unwelcome comments and requests for sexual favors from landlords, property managers, maintenance workers, and security guards. For this reason, it’s important to understand what constitutes sexual harassment and the proactive steps you can take to prevent it. The Department of Housing and Urban Development (HUD) and the Department of Justice (DOJ) recognize two types of sexual harassment: quid pro quo sexual harassment and hostile environment sexual harassment.  Quid Pro Quo Sexual Harassment  Quid pro quo sexual harassment is an unwelcome request or demand to engage in conduct where the submission is either explicitly or implicitly made a condition related to the terms, conditions, or privileges of the sale or rental.  🚩An unwelcome request or demand may constitute quid pro quo harassment even if the person agrees to the unwelcome request or demand.  Example: A property manager telling a prospective resident that she’ll waive the pet fee if he goes on a date with her is an example of quid pro quo sexual harassment. Hostile Environment Sexual Harassment  Hostile environment sexual harassment is unwelcome conduct that is sufficiently severe or pervasive enough to interfere with the use or enjoyment of the apartment home or other facilities.  🚩Determining a hostile environment depends on many factors, including nature, severity, frequency, duration, context, and location of the conduct.  Example: A leasing consultant makes frequent comments about a resident’s body while she is at the swimming pool, to the point where his behavior makes her stop visiting the swimming pool. 3 Steps To Prevent Sexual Harassment in Housing With increased awareness and legal enforcement of sexual harassment policies, it’s critical for rental housing professionals to create a safe and respectful environment.  Here are some key steps to help foster a safe and respectful environment: 1. Be Mindful of Workplace and Resident Interactions Creating a respectful and professional atmosphere starts with being aware of how we interact with others. Every gesture, comment, or behavior contributes to the culture of the workplace and community. Think about how your actions and words may be perceived by others. Avoid initiating physical contact, such as hugs or kisses, with customers or coworkers. Even if you are just an affectionate person and don’t mean anything by it, it can make some people uncomfortable, and they may be too polite to tell you so. You can still be friendly — try a smile and a positive greeting instead. Maintain professionalism in all interactions to ensure comments and compliments remain appropriate. In general, avoid commenting on how customers and coworkers look, like telling a customer she looks great in her jeans or telling a co-worker he’s “looking hot.” What may seem like a harmless compliment to you could be unwanted attention for that person. 2. Establish Clear Policies and Training To support this culture effectively, it’s important to have clear policies and guidelines in place, and providing consistent training can reinforce respectful behavior and set expectations for everyone. Ensure your company has an anti-harassment policy that clearly defines inappropriate behavior and outlines the process for reporting concerns. Provide ongoing training for employees to help them understand the laws and expectations regarding workplace and resident interactions. 3. Take Immediate Action When Harassment Occurs Addressing harassment in the moment is essential to fostering a safe and respectful environment. By taking immediate action, you help prevent further harm and demonstrate that such behavior will not be tolerated. If you witness harassing behavior, do not ignore it or encourage it through silence. Sadly, the person doing the harassing may think your silence or nervous laughter means you are OK with the behavior.  Report inappropriate conduct to your supervisor or HR department immediately. If you are a supervisor, investigate and respond to any complaints promptly to ensure compliance with Fair Housing Laws. Looking to learn more? Check out this related blog: Combating Sexual Harassment: A Blueprint for Safer Multifamily Living The Importance of Compliance in Multifamily Housing Sexual harassment in housing has come under increased scrutiny — and that attention isn’t fading anytime soon. The Fair Housing Act prohibits sexual harassment in housing. But more importantly, HUD has made it a priority to investigate complaints and hold violators accountable. Multifamily property owners, operators, and managers who fail to take this seriously face not only legal consequences but also significant reputational and financial damage.  Compliance isn’t just about knowing the law — it’s about creating an environment where respectful behavior is the norm. Ensure your team is informed about Fair Housing regulations and thoroughly trained in professional, respectful conduct.  When property management professionals commit to building a culture of respect, awareness, and accountability, they help create safer, more inclusive communities where all residents feel valued and protected. Need to train your team? Being unaware of the law is not an excuse, so ensure your employees understand how to prevent sexual harassment in housing. Talk to a Grace Hill expert today about our sexual harassment policy and training solutions. Important notes: - Published on: 2025-04-16 08:00:48 - Category: Posts - [Preventing Sexual Harassment in Rental Housing: What You Need to Know](https://gracehill.com/blog/sexual-harassment-in-housing/): Sexual harassment in housing is a serious issue that affects the safety, dignity, and well-being of residents, and it’s a legal liability for multifamily professionals who fail to address it. Whether it comes in the form of inappropriate comments, coercive… ------------------------- # What You Need To Know To Leverage Housing Tax Credit Amid an Affordable Housing Crisis > In today's market, the term "affordable housing" often feels like an oxymoron. Skyrocketing prices have transformed finding a suitable place to live into a Herculean task for many. However, amid what many experts describe as an "affordable housing crisis," housing… Full Content: In today's market, the term "affordable housing" often feels like an oxymoron. Skyrocketing prices have transformed finding a suitable place to live into a Herculean task for many. However, amid what many experts describe as an "affordable housing crisis," housing tax credits offer a beacon of hope.  While policy discussions to tackle the crisis are essential, one important avenue that individuals, developers, and communities increasingly leverage is the housing tax credit program. Fueled by the federal Low-Income Housing Tax Credit program (LIHTC), which directs private capital toward the creation of affordable rental housing by incentivizing developers to build and maintain affordable housing units through dollar-for-dollar tax credits, it is a crucial pillar in the fight for attainable living.  Effectively leveraging the LIHTC program (commonly referred to as the tax credit program) can significantly ease immediate pressures, amplifying the overall impact by making more resources available to fund additional low-income housing projects. However, navigating the tax credit program isn't all sunshine and rainbows. So, in this blog, we dive into the differences between the tax credit program and conventional housing and what that means for property managers.  Jump to a Section How Does LIHTC Compare to Conventional Housing? LIHTC vs. Conventional Housing: At a Glance What Is HOTMA? Federal vs. State Implementation Tax Credit Course Offerings in PerformanceHQ How Does LIHTC Compare to Conventional Housing? Compared to conventional housing, tax credit properties present unique challenges for property managers in five distinct areas: 1. Operating Costs While tax credit and conventional housing share similar operational expenses in categories like utilities, repairs, and property taxes, tax credit properties often see higher costs in specific areas. The tax credit program comes with a mountain of paperwork and complex regulations. Ensuring compliance demands specialized expertise and dedicated administrative hours, pushing operating costs beyond those of conventional apartments. Administrative expenses like compliance fees and resident support services tend to be steeper due to regulations and the unique needs of low-income residents. “If you incorrectly certify the first grouping of [residents who] move into the building, you can cause your whole financial structure to collapse,” says Milton Pratt, EVP of The Michaels Organization. “It’s going to be catastrophic. If you don’t know how the LIHTC compliance business runs, you better hire somebody who does.”1 Ultimately, responsible management and resident engagement play a crucial role in optimizing costs and ensuring the financial sustainability of these vital affordable housing providers. 2. Turnover Rate Higher turnover rates are a reality in tax credit housing properties and pose a significant challenge. Between lease expirations and income fluctuations, the “make-ready” costs to prepare a vacant apartment for new residents become a frequent and necessary expense. These "make-ready" costs — cleaning and sanitation, painting and repairs, pest control, and appliance and HVAC checks — can quickly add up, impacting the overall operational budget of a tax credit property. Proactive maintenance and streamlined move-out procedures are two simple ideas to help mitigate these costs. 3. Marketing Big marketing campaigns rarely grace LIHTC properties. Because tax credit housing properties operate with more limited budgets, they tend to rely on more targeted outreach methods:     • Community partnerships     • Word-of-mouth referrals     • Incentivized resident referral programs While LIHTC properties may not engage in flashy marketing, their focus on targeted outreach, community building, and resident engagement fosters a unique sense of connection and stability within their communities. This organic approach, coupled with guaranteed occupancy rates, often translates to lower marketing costs compared to conventional housing. 4. Competition LIHTC is a niche with high certainty. While the specialized nature of LIHTC management might initially seem daunting, the National Apartment Association (NAA) paints a different picture. NAA highlights the reduced competition and greater certainty of return associated with LIHTC as a compelling proposition for property management companies, and those who understand the nuances of LIHTC gain a significant advantage because the demand for affordable housing is great. 5. Compliance While both types of housing face regulations, LIHTC properties operate under a far more intricate web of compliance requirements. From income verification and rent restrictions to resident selection and annual reporting, a single misstep can trigger hefty fines and jeopardize tax credits. This reality demands constant due diligence and specialized expertise, often exceeding the demands of conventional housing management. With hefty financial penalties for non-compliance, training to stay abreast of ever-evolving regulations, master complex calculations, and maintain meticulous documentation, to name a few, becomes paramount. LIHTC vs. Conventional Housing: At a Glance    Low-Income Housing Tax Credit Conventional Housing Operating Costs Higher due to specialized management, complex compliance, and administrative duties. Lower due to simpler requirements and operations. Turnover Rate Higher, leading to more frequent "make-ready" expenses between residents. Lower, resulting in fewer vacancy-related costs. Marketing Much smaller, requiring creative and resource-savvy approaches. Typically larger, allowing for broader reach and resident recruitment. Competition Less competition due to specialized requirements, offering greater certainty of return. More competition, requiring strong marketing and differentiation strategies. Compliance Greater need for specialized training and ongoing compliance due to complex paperwork and regulations. Less stringent training requirements and compliance needs. What Is HOTMA? When the Housing Opportunities Through Modernization Act (HOTMA) was signed into law in 2016, it amended many aspects of the U.S. Department of Housing and Urban Development’s (HUD) rental assistance programs, including significant changes to income calculation, net family assets, and income reviews. HUD finalized HOTMA rules in 2023 by adding many items that solely affect project-based HUD housing, public housing, and the Housing Choice Voucher program.  Federal vs. State Implementation Federal versus state implementation of regulations often presents a complex, evolving landscape. While federal deadlines provide a baseline, states retain the ability to implement changes earlier, or even create more stringent requirements. This leads to a patchwork of compliance, where regulated entities must navigate both federal and state timelines. For example, HUD delayed implementation of HOTMA for its programs, but several states have moved forward with their own HOTMA-related changes, impacting their programs ahead of the federal schedule. This disparity requires careful attention to both national and local mandates. Stay tuned for ongoing updates, as deadlines are subject to change, and new information is released. The regulatory environment is dynamic, reflecting the sentiment that "people want change, but they don't want to change," leading to continuous adjustments and updates. Learn more about HOTMA rules in a recent webinar I participated in, hosted by Grace Hill. Tax Credit Course Offerings in PerformanceHQ Effectively leveraging LIHTC requires acknowledging its distinct demands with dedicated training and expertise. And where conventional methods may not always translate, innovative solutions can pave the way for success.  Investing in compliance not only protects against financial penalties but also ensures these developments fulfill their vital role in providing decent, affordable housing for low-income communities.  Although not without challenges, the housing tax credit offers a critical stopgap in the LIHTC affordable housing crisis. Grace Hill helps address this need with multifamily-specific offerings like their Training and Policy solutions within PerformanceHQ, their all-in-one technology platform. Grace Hill’s tax credit courses and policies stay updated based on HUD’s HOTMA rules and guidance and instruction from the Internal Revenue Service (IRS). Grace Hill works diligently with industry experts to ensure your team has the knowledge and best practices to ensure compliance.  Ready to conquer the challenges of LIHTC property management? Learn more about the tax credit course and policy offerings from Grace Hill! Important notes: - Published on: 2025-04-07 08:00:10 - Category: Posts - [What You Need To Know To Leverage Housing Tax Credit Amid an Affordable Housing Crisis](https://gracehill.com/blog/leveraging-lihtc-affordable-housing-amid-crisis/): In today's market, the term "affordable housing" often feels like an oxymoron. Skyrocketing prices have transformed finding a suitable place to live into a Herculean task for many. However, amid what many experts describe as an "affordable housing crisis," housing… ------------------------- # Do You Need To Refresh Your Property Management Training Program? > As a multifamily training professional, you’ve likely asked yourself (and your team) this question: Is it time to refresh our property management training program? Quite frankly, it can be a daunting task to consider, but refusing to address the elephant… Full Content: As a multifamily training professional, you’ve likely asked yourself (and your team) this question: Is it time to refresh our property management training program? Quite frankly, it can be a daunting task to consider, but refusing to address the elephant in the room — an outdated, tired, and ineffective training program — can hurt your business.   As the industry evolves, so do the skills and knowledge required to effectively manage properties and provide exceptional service. Whether facing new challenges or simply wanting to improve employee performance, updating your multifamily training program is crucial for maintaining a competitive edge.  In this blog, we’ll explore when to consider making changes to your current program, how to revamp it in three simple steps, and answer some frequently asked questions to ensure your training for property management is as effective as possible.  So, let’s dive into the process of creating a training program that aligns with your property's needs and enhances your team's success. The most successful property management training programs are those able to adapt to changing needs and circumstances — and sometimes that means starting over. Jump to a Section When To Change Your Property Management Training Program How To Change Your Multifamily Training Program in 3 Steps Property Management Training FAQs When To Change Your Property Management Training Program Training programs are essential for maintaining a knowledgeable and efficient workforce, but they shouldn’t remain static. Every company experiences periodic changes that may require a fresh approach to training, and as organizations evolve, so do the needs of their employees, leadership, and industry.  Periodically assessing and updating your property management training program ensures that it stays relevant, effective, and aligned with your company’s goals. But how do you know when it’s time to make changes? Below are six key indicators that signal the need for a training program update, and recognizing these signs can help you stay ahead of the curve. Whether your company is experiencing growth or noticing a decline in learner engagement, adapting your training strategy can enhance overall performance and keep your workforce motivated and informed. 6 Key Indicators Signaling a Need for a Training Program Update Changes in Leadership: New leaders often bring new visions and priorities, which can necessitate a shift in training focus. This may include introducing new training initiatives that align with the leader's goals or phasing out existing programs no longer considered relevant. Changes to Policies, Procedures, or Laws: Organizations operate within a dynamic regulatory environment. As policies, procedures, or laws change — particularly those related to Fair Housing, training programs must be updated to ensure compliance and mitigate legal risks. This may involve revising existing courses or developing new ones to address the specific changes. New Courseware and Features: Advancements in technology and instructional design continually lead to new courseware and features. To take advantage of these developments and enhance the learning experience, organizations may need to reevaluate their course load and integrate new courses into their curriculum. However, this must be done carefully to avoid overwhelming learners with excessive content. Changes in Employee Preferences: The preferences and expectations of learners evolve over time. For example, younger generations may prefer mobile and self-guided learning experiences over traditional classroom-based training. As a result, organizations may need to adopt better training approaches and delivery methods to cater to these diverse preferences and maximize engagement. Company Growth: As companies expand into new markets or experience significant increases in personnel, their training needs may change. New markets may require different skills and knowledge, while increases in personnel may necessitate new training approaches that can effectively reach all learners. This could involve scaling existing programs or implementing new technologies to support a larger workforce. Shifts in Learner Engagement: Learner engagement is a critical factor in the success of any training program. Low completion rates and scores may indicate the current approach is ineffective. In such cases, organizations may need to consider a variety of strategies to boost engagement, such as offering past-due forgiveness, adjusting the course load, or even relaunching the training program with a fresh approach. How To Change Your Multifamily Training Program in 3 Steps Adapting your property management training program is essential for keeping your team updated on industry standards, policies, and best practices. However, making changes to an existing program can feel overwhelming, especially when you’re trying to balance the needs of your employees with company objectives. A structured approach ensures that the transition is smooth, effective, and well-received by your team. Depending on how much of a revision is needed, there are multiple strategies you can use to refresh your training. From forgiving past-due training requirements to revising course expectations and relaunching with a fresh focus, these steps will help you create a more engaging and compliant learning environment.  3 Simple Steps To Update Your Property Management Training Program Forgive All Past-Due Assignments If your learners have become overwhelmed by constant past-due alerts, you might want to wipe out past-due assignments and allow them to start over like it’s their first day. This can be an effective way to boost morale while still maintaining the current assignment schedule. Revise Your Training Requirements Many companies have had success in providing optional courses to allow learners to be more involved in their own learning. If you want to try a more self-guided learning approach, add new required courses, or reevaluate your course load, consider overhauling your current assignment schedule. This can be an effective way to reinvigorate learners and keep them from getting overwhelmed by two years’ worth of assignments every time they log in. Relaunch Your Training Program If your training program needs an “extreme makeover,” you may want to combine one (or both) of the above changes with a campaign designed to generate enthusiasm and buzz for better learner buy-in. Use emails, events, contests, and learning system rebranding to excite learners and connect them more personally to the training system and assignments. No matter which approaches you take to revamp your property management training program, we recommend starting at the top. Getting buy-in from leadership is the first step to getting buy-in from learners. Review your training requirements, determine what changes need to be made, and then approach leadership with a solution.  Investing in employees’ education directly benefits the company. By taking a proactive approach, you can empower your team with the knowledge and skills needed to thrive in the multifamily industry. Property Management Training FAQs Looking for more information about refreshing your property management training program? Take a look at these frequently asked questions! Q: How do I engage learners to want to complete their training? A: Many Training Administrators have difficulty motivating learners to complete assigned training on time. Grace Hill understands this challenge and provides built-in LMS features that gamify, socialize, and encourage participation. Capture your learners’ attention in PerformanceHQ with a personalized dashboard highlighting assigned and recommended courses, company announcements, awards, leaderboards, and more! Other tips to help boost training participation: Build time into busy work schedules. Clear obstacles and distractions. Make the most of training time. Incentivize learners to motivate and reward. Q: How do you keep people who have done the work motivated to continue when everyone gets forgiveness for past-due assignments? A: Use awards or contests (or both!) to reward those who have completed the work. For example, everyone who completed their compliance requirements is eligible for a contest. Everyone else gets forgiveness from past-due assignments. Q: Can I add Grace Hill training and policy content to our Property Management System (PMS)? A: Technology plays a pivotal role in improving operational efficiency, streamlining training, and enhancing the resident experience. As you evaluate opportunities to integrate systems, you may wonder if adding Grace Hill’s Training or Policies solution to your PMS is possible. Although there are benefits to reducing your tech stack, you don’t want to sacrifice crucial functionality in the process. PerformanceHQ offers advanced learning and policy management features that are unavailable in any PMS today, so we only provide our best-in-class content through our easy-to-use platform. PerformanceHQ will not burden your staff with complicated software. The intuitive interface is easy to learn and use and has a single login to access training, policies, and more! Plus, its powerful assignment engine saves admin time and ensures employees get the training and policies they need to be successful and compliant. We continually review and update content as regulations change so you can be confident that your training is current, accurate, and comprehensive. Best of all, those content updates are automatic, eliminating the manual process of modifying content kept in a disparate PMS system. Q: We’re trying to engage our staff. Can Grace Hill explain to our personnel why it all matters? A: Yes! We are always happy to do this; training program refreshes are often paired with learner reengagement training. You can use that time to show learners around the system and talk to them about the contests and new initiatives. Grace Hill loves partnering with you to lead these virtual sessions. Ready to take your training to the next level? Learn more about Grace Hill’s Training solution in PerformanceHQ or request a personalized demo today! Important notes: - Published on: 2025-03-28 08:00:29 - Category: Posts - [Do You Need To Refresh Your Property Management Training Program?](https://gracehill.com/blog/is-it-time-to-refresh-your-training-program/): As a multifamily training professional, you’ve likely asked yourself (and your team) this question: Is it time to refresh our property management training program? Quite frankly, it can be a daunting task to consider, but refusing to address the elephant… ------------------------- # Career Growth Strategies for Success in the Rental Housing Industry > Getting Started in Rental Housing Navigating a new career in the multifamily rental housing industry comes with exciting opportunities, especially for those — like me — committed to professional growth. Multifamily property management is dynamic and fast-moving, so making the… Full Content: Getting Started in Rental Housing Navigating a new career in the multifamily rental housing industry comes with exciting opportunities, especially for those — like me — committed to professional growth. Multifamily property management is dynamic and fast-moving, so making the most of available resources has been the key to my success. Understanding my career path and other potential opportunities led me toward setting clear goals and regularly assessing where I stood. Right from the start, I dedicated time to education and training, completing certifications, attending industry seminars, and joining local, state, and national apartment association committees. Additionally, I invested in finding the right mentors within the industry who have helped guide me to the best version of myself. By continuously building my skills, expanding my network, and deepening my knowledge, I have created a path to long-term success in this field. And you can, too! The Importance of Building a Network Networking is everything when it comes to career growth in the rental housing industry. In this field, connections don’t just open doors — they unlock opportunities I might not have known existed. However, networking isn’t just about collecting business cards or adding people on LinkedIn; it’s about building genuine relationships that can lead to mentorship, collaboration, and future job offers. Attending industry events — especially educational conferences at my local, state, and national associations — has been a game-changer. These events have helped expand my professional circle and stay on top of the latest trends and opportunities in property management. Staying competitive in this ever-evolving field isn’t just about what I know — it’s about who I know and how I engage with my network. The Impact of Volunteering Volunteering inside and outside my company has helped foster my growth and leadership in the multifamily industry. It’s not just about networking — it’s about expanding my knowledge, sharing my expertise, and taking charge of my learning. By choosing committees in apartment associations that align with my goals, I have gained fresh industry insights while teaching others from my own experience. Whether it’s legislative affairs or education-focused groups, I stay engaged, informed, and connected. This hands-on involvement keeps me ahead of industry trends, sharpens my leadership skills, and opens doors to new opportunities — all while making a meaningful impact in the field. Learning From State and National Associations Taking charge of my career and getting involved with state and national rental housing associations was essential for my professional growth. Apartment associations offer top-tier education, certification programs, and networking events that continue to keep me sharp and connected — not to mention that participating in committees has helped me have a voice in where the industry goes. By staying engaged, I stay ahead of industry best practices, build valuable skills, and position myself for leadership opportunities. As Teuila Hanson, LinkedIn's Chief People Officer, aptly points out, "Talent leaders will thrive when they focus on skills development. This approach meets both organizational agility needs and employees' growth aspirations." Taking Action for Career Advancement Success in the rental housing industry doesn’t just happen — you have to take charge of your own growth. I regularly assess my skills, identify gaps, and seek out opportunities to level up. Connecting with local apartment associations has been invaluable for networking and professional development. Attending events and volunteering on committees gives me visibility and hands-on experience that helps shape my career. I also engage with state and national organizations to gain broader industry insights, lobby for the rental industry, and understand how laws impact my clients. It also provides me with resources. However, mentorship has provided guidance and support from those who’ve been where I want to go. By being proactive, I continue to sharpen my skills, expand my network, and set myself up for long-term success. Ready to invest in yourself and take your career to the next level? Visto makes it easy and affordable for individuals to grow their skills in apartment property management. Learn more today! Important notes: - Published on: 2025-03-25 09:25:01 - Category: Posts - [Career Growth Strategies for Success in the Rental Housing Industry](https://gracehill.com/blog/career-growth-strategies-for-success-in-rental-housing/): Getting Started in Rental Housing Navigating a new career in the multifamily rental housing industry comes with exciting opportunities, especially for those — like me — committed to professional growth. Multifamily property management is dynamic and fast-moving, so making the… ------------------------- # Commercial Real Estate Sustainability: Why Your Landlord Suddenly Cares > Picture this: You’re a CFO reviewing your company’s office lease renewal. You’ve got two options — one building is newly retrofitted with energy-efficient systems, offering lower utility costs and compliance with emerging regulations. The other? Let’s just say it still… Full Content: Picture this: You’re a CFO reviewing your company’s office lease renewal. You’ve got two options — one building is newly retrofitted with energy-efficient systems, offering lower utility costs and compliance with emerging regulations. The other? Let’s just say it still has light fixtures that belong in a ‘90s time capsule. Both are in the same neighborhood and have NNN lease terms. Which do you pick? Right now, commercial real estate (CRE) is in the middle of a fundamental shift: If your office property hasn't embraced green building strategies, it's not just missing out on a "sustainability premium"; it's getting hit with a brown discount. Tenants care, investors care, and some regulators really care, particularly in certain U.S. cities and global markets. Take New York, where Local Law 97 is pushing landlords toward energy efficiency; California, where Title 24 mandates strict building performance standards; and Colorado, where the Energize Denver ordinance is setting aggressive benchmarks for commercial properties. While ESG as a buzzword may be losing steam in some circles, the reality is that commercial real estate sustainability is growing in importance. Who doesn’t love cost savings from energy-efficient appliances?! Not only that, many tenants prioritize amenities like high indoor air quality, access control measures, and cybersecurity. All of these items fall within the ESG mandate. So even when policymakers shift their stance, tenants’ decision-makers continue to care — especially when sustainable buildings offer lower operating expenses and a potential premium on lease terms. Jump to a Section Sustainability: The New Amenity War Why Energy Costs Are Becoming a Landlord’s Biggest Problem How CRE Owners Are Gaming the Green Transition The Data Speaks: Tenants Have Preferences The Call to Action (Without Sounding Like a Brochure) Sustainability: The New Amenity War For years, landlords fought over gyms, cafés, and rooftop decks. But what happens when the most sought-after amenity for tenants is an energy-efficient, sustainable building? Tenants today — especially those led by Gen Z and Millennials — aren’t just looking at location and price. They’re asking whether the building aligns with their corporate values and sustainability goals. Something to think about: According to a 2023 survey, 80% of Millennials and 75% of Gen Z respondents in the U.S. reported that sustainability is a driving factor behind their purchasing decisions. The Deloitte Global 2024 Gen Z and Millennial Survey shows that a significant portion of Gen Zs research a company's environmental impact before applying, reflecting their commitment to sustainability. More investors are factoring sustainability scores into property valuations, meaning a building with bad sustainability credentials could actually be worth less. Why Energy Costs Are Becoming a Landlord’s Biggest Problem Sustainability in commercial real estate isn’t just a feel-good initiative — it’s a hedge against wasteful spending. Imagine trying to run a modern shopping mall on an old, inefficient energy system. It’s like trying to run cloud computing on a dial-up connection: frustrating, outdated, and unnecessarily expensive. Energy-efficient buildings aren’t just about optics. They’re about costs. Tenants are more aware than ever of operating expenses, and inefficient buildings are expensive to occupy. If your HVAC system is from the Jurassic period and the lighting eats power like it’s 1985, tenants will notice — because their CFOs do. Tenants willing to pay a premium for green buildings aren’t doing so just for the PR boost. They’re locking in long-term savings on utilities and avoiding obsolescence risk in markets with emerging energy regulations. It’s not only tenant demand driving this. Landlords, especially those backed by European and U.S. institutional investors, face growing pressure to hit sustainability targets to keep investment dollars flowing. The Global Real Estate Sustainability Benchmark (GRESB) is now table stakes for serious property portfolios. If your building isn’t hitting energy efficiency targets, you may not just lose tenants — you might lose financing. (Psst: Want quick tips on how to hit your commercial real estate sustainability goals while staying cost-effective? Check out our recent webinar, “Easy Wins for ESG: Cost-Effective Strategies for Commercial Real Estate Firms.” How CRE Owners Are Gaming the Green Transition Some owners are playing 4D chess with sustainability upgrades. Here’s how: Smart Building Tech: IoT, or Internet of Things, sensors, automated lighting, and HVAC controls don’t just lower energy costs — they give landlords data. And data equals leverage in lease negotiations. Retrofitting Older Buildings: New construction is expensive. The real game is retrofitting outdated stock to meet modern efficiency standards without gutting the whole thing. Tenants are asking for it, and city regulations (looking at you, NYC Local Law 97) will soon require it. Onsite Renewables: Solar panels on the roof and battery storage in the basement aren’t just a feel-good move. In some cases, they make buildings functionally independent from volatile energy markets. Read our post on smart upgrades for more ideas on how to game the green transition. The Data Speaks: Tenants Have Preferences Understanding tenant and employee needs is crucial to aligning commercial real estate sustainability efforts with what actually matters to them. KingsleySurveys provides a streamlined way to capture unbiased feedback from tenants, including insights into their sustainability priorities and operational pain points. And according to KingsleySurveys, tenants do care about sustainability, especially when it saves them money.  Our latest data shows what matters most: Sustainable Feature % of Tenants Prioritizing Energy Efficiency 79.8% Recycling 79.0% Water Efficiency 77.6% Renewable Energy 68.5% Electric Car Charging Station 51.2% You may not know that KingsleySurveys also provides employee surveys. Employee satisfaction and well-being also play a role in a building's overall sustainability performance, and companies that track this data can earn additional points on the GRESB Real Estate Assessment.  The Call to Action (Without Sounding Like a Brochure) If you’re a CRE owner, the reality is clear: Do something. Sustainability isn’t a nice-to-have anymore — it’s a survival strategy. Landlords who adapt will command higher rents, secure better financing, and keep their buildings relevant in a world that’s quickly realizing operational efficiency is key to long-term profitability. For everyone else? Next time you walk into an office, retail, or industrial building, ask yourself: Is this place designed for the future, or is it just waiting to be discounted into oblivion? This post is based on commercial real estate insights from Grace Hill and KingsleySurveys. Want to know where your building stands? Let’s talk. Important notes: - Published on: 2025-03-21 08:00:48 - Category: Posts - [Commercial Real Estate Sustainability: Why Your Landlord Suddenly Cares](https://gracehill.com/blog/commercial-real-estate-sustainability-why-your-landlord-suddenly-cares/): Picture this: You’re a CFO reviewing your company’s office lease renewal. You’ve got two options — one building is newly retrofitted with energy-efficient systems, offering lower utility costs and compliance with emerging regulations. The other? Let’s just say it still… ------------------------- # Women’s History Month: My Best Advice for Women in Rental Housing Leadership > As we celebrate Women’s History Month, education has always been a cornerstone behind my professional success, shaping my strategic thinking and leadership skills. In the multifamily and commercial real estate sector, where change is constant, the value of lifelong learning… Full Content: As we celebrate Women’s History Month, education has always been a cornerstone behind my professional success, shaping my strategic thinking and leadership skills. In the multifamily and commercial real estate sector, where change is constant, the value of lifelong learning cannot be overstated. My journey in this field has been deeply influenced by formal education and ongoing professional development, both instrumental in how I approach problem-solving and innovation. Jump to a Section How Education Shapes Success in Real Estate Breaking Barriers and Leading Change Advice for Women Entering the Rental Housing Industry How Education Shapes Success in Real Estate Women's History Month is a time to celebrate the achievements and contributions of women across all industries, including real estate, where education and leadership are shaping a more inclusive future. Earning my BBA in Finance from Texas Tech University provided the analytical foundation I needed to excel in real estate. However, beyond the classroom, my greatest learning has come from ongoing professional development and real-world experiences, including industry certifications, leadership programs like the NAA Lyceum, seminars, webinars, and simply listening to the challenges and insights of peers. All have been instrumental in refining my skills and perspective. As CEO of Grace Hill, I apply this same philosophy to our organization, working to empower professionals at every level through learning and development opportunities and equipping them with the tools they need to grow, adapt, and lead. Training and education are not just about compliance or skill-building; they are about shaping the future of those who impact and lead the real estate industry. Breaking Barriers and Leading Change Being a woman in the rental housing industry means navigating a historically male-dominated field while working to create pathways for the next generation of female leaders. It means leading with confidence, advocating for change, and ensuring that future generations of women in real estate have access to opportunities, mentorship, and leadership roles.  Early in my career, I was often one of the only women in the room, an experience that instilled in me a deep understanding of why representation and inclusion matter. Today, more than half of Grace Hill’s leadership team is female, a testament to the industry’s evolving landscape, and we continue to prioritize pathways for advancement, work-life balance, and mentorship.  For me, being a woman in this space is about more than just leadership — it’s about the learning process that leads to empowerment. We may lead differently than our male counterparts, but there isn’t just one way to lead. More importantly, one leadership style isn’t better than another. Ultimately, it’s about ensuring women’s voices are heard, ideas are valued, and outdated norms don’t limit career growth. I’m proud to be part of an industry that is evolving, and I look forward to continuing to help shape that progress. ➡️ Ebook: Top 15 Women Leaders in Multifamily Making an Impact Advice for Women Entering the Rental Housing Industry To the women considering or starting a career in rental housing: You belong here; this industry needs you. Your perspective, expertise, and leadership are invaluable to shaping the future of this business. Here’s My Advice: Be Your Own Best Advocate: Insert yourself into conversations, ask questions, and challenge the status quo in a productive way. Communicate with Confidence: Strong, clear communication can be a game-changer for your career. When necessary, course-correct with confidence and always provide full context. Seek Mentorship and Build Your Network: Surround yourself with mentors and peers who will support and inspire you. Never underestimate your ability to lead. The industry needs more diverse voices, and if you’re willing to show up, learn, and drive change, the opportunities are limitless. Lift Others as You Climb: Support the next generation of female leaders by creating opportunities, sharing knowledge, and advocating for equity in leadership.  Real estate is evolving, and women play a crucial role in its transformation. The future of rental housing leadership is brighter when more women are at the table, so what’s your next step? The time is now to invest in yourself. You can advance your career with Visto; it’s easy, affordable, and perfectly suited for individuals looking to grow their skills in property management. Important notes: - Published on: 2025-03-18 15:39:36 - Category: Posts - [Women’s History Month: My Best Advice for Women in Rental Housing Leadership](https://gracehill.com/blog/my-best-advice-for-women-in-rental-housing-leadership/): As we celebrate Women’s History Month, education has always been a cornerstone behind my professional success, shaping my strategic thinking and leadership skills. In the multifamily and commercial real estate sector, where change is constant, the value of lifelong learning… ------------------------- # Virtual Leasing Check-In: Are You Actually Leading or Lagging? > The shift to virtual leasing has been swift and seismic, leaving many companies scrambling to adapt. In light of these rapid transitions, it’s worth asking yourself the following questions, which address the fundamentals of a change management strategy and are… Full Content: The shift to virtual leasing has been swift and seismic, leaving many companies scrambling to adapt. In light of these rapid transitions, it’s worth asking yourself the following questions, which address the fundamentals of a change management strategy and are critical to achieving success across your portfolio: How has our company responded to the shift to virtual leasing? Are we prepared? Are our leasing professionals equipped with the tools, training, and support they need to succeed in this new virtual landscape?  Do we have adequate plans to evaluate and adjust to ensure success in virtual leasing? We get it; changes have happened quickly. But too often, leasing professionals and managers are forced to practice virtual leasing without the proper procedures and training in place. Without a clear change management strategy, the transition can be fraught with risk, causing confusion and stress for employees and creating the potential for negative customer experiences.  To navigate this shift successfully, it’s essential to take a structured approach to virtual leasing. By establishing clear policies, providing targeted training, staying informed about industry trends, and continuously refining your strategy, you can create a seamless and effective virtual leasing experience.  Let’s break down the key steps to ensuring your team is well-equipped to thrive in this evolving landscape. Jump to A Section Determine Your Virtual Leasing Policies Provide Virtual Leasing-Specific Training Bringing It All Together: Completing the Change Management Loop Determine Your Virtual Leasing Policies The transition to effective virtual leasing requires many decisions around staffing, technology, accessibility, training, and oversight. To give your team clear guidance and ensure compliance, these decisions should be documented in your policies. Key policy areas to consider include: Place of Work: Will employees work from home, the leasing office, or a hybrid model? Or will you have a centralized leasing model? Technology and Security: What hardware, software, and apps are required? What are the policies around accessing and using company and client data? Accessibility: Will you offer onsite tours, virtual apartment tours, or both? What accommodations will you make for people with disabilities? Training and Support: What training do employees need to succeed in a virtual environment? What ongoing support will be provided? Auditing and Compliance: What metrics will you track? How will you address risks, ensure a positive customer experience, and adapt policies and training over time? Fair Housing and Legal Compliance: How will you maintain compliance with Fair Housing laws and other regulations in a virtual setting? Brand Standards: How will you ensure virtual apartment tours and interactions maintain brand consistency? Content Management: How will you store and share virtual content such as photos, videos, and 3D tours while ensuring security and accessibility?  Next, write policies for your teams based on the decisions above. Doing so will remove uncertainty for onsite teams and managers trying to support their employees. The policies will also provide guidance for decision-making, build efficiencies, streamline processes, and help ensure compliance with laws and regulations.  By addressing these key areas in your virtual leasing policies, you'll provide a clear roadmap for your team, promote consistency, and mitigate risk as you navigate the virtual leasing landscape. Provide Virtual Leasing-Specific Training Equipping your team with the right training is essential for success in virtual leasing. While the core elements of leasing — identifying needs, building value, overcoming objections, and closing — remain unchanged, virtual leasing necessitates specialized training to adapt to the digital environment. A few examples of the types of training topics to consider include: Video Production and Presentation: Instruction on creating compelling video content and delivering engaging virtual tours.  Live Tour Scripting: Developing scripts that guide prospects through the virtual apartment tour while highlighting key property features and benefits. Building Rapport Virtually: Techniques for establishing trust and connection with prospects in a virtual setting. Virtual Closing Strategies: Adapting closing techniques to the virtual environment to secure leases effectively. ➡️ Leasing Agent Tips and Tricks: How To Overcome Objections Many leasing professionals are unaware of the potential of virtual leasing, are hesitant to use video, and are confused about the difference between online marketing and virtual leasing. Sadly, leasing teams struggle to capture and convert leads because they lack the tools to offer personalized and engaging unit-level video experiences. Yet, the ability to “see” and “experience” your property are precisely the things potential residents desire. In fact, one in three renters said they were likely to sign a lease without physically touring the property. Using virtual leasing and video tools by Realync to create engaging, property-specific media that drives website traffic and prospect engagement, you can minimize the stress of your onsite teams. By providing education on these topics alongside your organization's policies, you empower your team and drive your success. ➡️ Level-Up Your Virtual Leasing With Realync  Bringing It All Together: Completing the Change Management Loop The shift to virtual leasing isn’t just about adopting new technology — it’s about ensuring a seamless, high-quality experience for your team and prospective residents. And successfully managing change requires a clear understanding of both the transformation process and its impact on your team, prospects, and overall leasing operations.  A well-structured change management strategy helps you navigate this transformation with confidence, aligning policies, training, and performance evaluation to create a streamlined process. However, one of the biggest challenges in this shift is visibility — how do you measure what’s working, what’s falling short, and where compliance or customer experience may be at risk?  Without clear visibility into the virtual leasing process, property management teams may face unintended consequences, such as Fair Housing compliance concerns, inconsistent customer interactions, and employees struggling to adapt to new tools and workflows. To navigate these challenges effectively, evaluating the current virtual leasing experience is essential. Here are two key questions to ask: Where are the gaps in communication, process consistency, or technology adoption?  Are prospects receiving the same level of service as they would in an in-person leasing interaction? You can refine your leasing approach and eliminate uncertainty by leveraging clear virtual leasing policies, targeted training, and data-driven insights from solutions like Mystery Shopping and Realync’s video solutions. This continuous feedback loop ensures that your leasing professionals have the resources and support they need to succeed while your prospects enjoy an engaging, efficient, and compliant virtual leasing journey. Ultimately, the key to long-term success is an adaptable, well-informed strategy. With the right approach, your team can not only meet today’s virtual leasing expectations but also stay ahead of future industry shifts. Now is the time to assess where you stand in the change management process — and take the necessary steps to optimize your virtual leasing experience. Important notes: - Published on: 2025-03-17 08:03:21 - Category: Posts - [Virtual Leasing Check-In: Are You Actually Leading or Lagging?](https://gracehill.com/blog/virtual-leasing-where-are-you-in-the-change-management-process/): The shift to virtual leasing has been swift and seismic, leaving many companies scrambling to adapt. In light of these rapid transitions, it’s worth asking yourself the following questions, which address the fundamentals of a change management strategy and are… ------------------------- # Overcoming Language Barriers In Multifamily Leasing With Smarter Virtual Tools > Your team is always looking for new ways to boost leases — new tools, strategies, and tactics. However, there’s one hidden obstacle that could be slowing your team down from executing: language barriers. In multifamily, diverse communities mean diverse languages.… Full Content: Your team is always looking for new ways to boost leases — new tools, strategies, and tactics. However, there’s one hidden obstacle that could be slowing your team down from executing: language barriers. In multifamily, diverse communities mean diverse languages. If prospects can’t understand key details, leasing teams risk losing qualified leases. Luckily, there’s a way your team can speak their prospect’s language. In this blog, we’ll explore how virtual tours help leasing teams build connections and how Realync’s Voice Translation removes language barriers, making it easy to connect, communicate, and convert. No translator or Duolingo is needed. Jump to a Section Challenges Your Leasing Team Faces With Prospects and Renters Today Why Virtual Tours Help Leasing Teams Close Leases Faster How Voice Translation Breaks Language Barriers for Leasing Teams How To Overcome Obstacles With Realync Challenges Your Leasing Team Faces With Prospects and Renters Today  Trying to overcome language barriers can create frustrating roadblocks in the leasing process. Prospects who can’t fully understand leasing terms, pricing details, or community policies may hesitate to move forward, leading to lost opportunities for leasing teams.  Miscommunication can also cause misunderstandings about lease agreements, amenities, or maintenance expectations, creating friction before a lease is even signed. Without the right tools, leasing teams may rely on external translators, language apps, or even informal communication methods that don’t guarantee accuracy. Why Virtual Tours Help Leasing Teams Close Leases Faster  Virtual tours are an essential tool for leasing teams looking to improve accessibility and communication. Many property teams use Realync Virtual Leasing Tools, which allow prospects to visually experience the space site unseen, saving leasing teams from giving long in-person tours. In fact, Realync’s Live Video Tours take just 14 minutes, compared to 30 to 60 minutes for an in-person tour.  Instead of relying on lengthy descriptions, leasing agents can showcase key features in real time, providing an accessible and inclusive experience for prospects. This not only speeds up the leasing process but also builds trust with prospects.  [embed]https://gracehill.wistia.com/medias/7jxh32p0iq[/embed]   How Voice Translation Overcomes Language Barriers for Leasing Teams Realync’s Voice Translation feature takes virtual tours a step further by enabling seamless communication in different languages. With real-time translation capabilities, leasing agents can speak in their native language while prospects hear the information in theirs.  This powerful feature eliminates confusion, ensures accurate messaging, and allows leasing teams to engage a wider audience without needing third-party translation services. Whether answering questions, highlighting property features, or explaining lease terms, Voice Translation ensures every conversation is clear and effective. How To Crush Obstacles With Realync Overcoming language barriers in leasing just got a whole lot easier. By incorporating Realync’s virtual tours and Voice Translation, leasing teams can remove language barriers, improve efficiency, and close leases faster.  Instead of letting communication gaps slow down the leasing process, teams can leverage smarter virtual tools to create seamless, inclusive experiences for all prospects. Ready to transform your leasing strategy? Learn how Realync can help your team connect, communicate, and convert with ease. Important notes: - Published on: 2025-03-12 08:00:16 - Category: Posts - [Overcoming Language Barriers In Multifamily Leasing With Smarter Virtual Tools](https://gracehill.com/blog/overcoming-language-barriers-in-multifamily-leasing-with-smarter-virtual-tools/): Your team is always looking for new ways to boost leases — new tools, strategies, and tactics. However, there’s one hidden obstacle that could be slowing your team down from executing: language barriers. In multifamily, diverse communities mean diverse languages.… ------------------------- # 5 Proven Ways To Boost Tenant Engagement in Commercial Real Estate > Property managers know that tenant satisfaction is more than just a metric — it’s the key to long-term profitability. But, as tenant demands evolve and the market shifts, property managers face the ever-growing challenge of keeping tenants happy and engaged.… Full Content: Property managers know that tenant satisfaction is more than just a metric — it’s the key to long-term profitability. But, as tenant demands evolve and the market shifts, property managers face the ever-growing challenge of keeping tenants happy and engaged. Without clear, actionable feedback, it’s nearly impossible to understand what your tenants truly want. This lack of insight can lead to missed opportunities, dissatisfied tenants, and, ultimately, lower renewal rates. The problem is that getting tenants to participate and engage isn’t as simple. With the constant barrage of emails, calls, and notifications, tenants are increasingly overwhelmed, leading to engagement fatigue. As a property manager, you’re left walking a fine line — how do you gather the insights you need without irritating or overwhelming your tenants? It’s a delicate balance, but it’s not impossible.  The good news? There are proven strategies to maximize response rates and boost tenant engagement in commercial real estate. By leveraging best practices and adopting the right tools, you can turn feedback fatigue into measurable success. And, when done by unbiased experts, feedback can be a powerful tool for strengthening tenant relationships and improving retention. This blog unpacks tried-and-true methods that can transform how you communicate with tenants and drive satisfaction. In the following sections, we’ll walk you through five proven ways to elevate tenant engagement, optimize survey participation, and strengthen tenant loyalty. With these strategies in hand, you’ll be well on your way to improving tenant retention and maximizing the value of your assets. Top 5 Ways To Boost Tenant Engagement in Commercial Real Estate Be Authentic Make It Easy Incentivize Participation Follow Up and Share Results Host Feedback Sessions  1. Be Authentic ✅ Here’s the truth: Tenants want to feel like they are more than just a revenue stream. When property managers communicate genuinely and transparently, it signals that they care about their tenants’ experiences and are committed to improving them. Building this level of trust transforms the tenant experience from one of passivity to one of partnership. Additionally, open communication allows property managers to address problems proactively, ensuring tenants feel confident that their needs are being met even before a concern is raised. This open dialogue helps set clear expectations on both sides, reducing misunderstandings and fostering a stronger sense of community within the building or property.  2. Make It Easy ✅ One of the most effective ways property managers can foster tenant engagement is by making communication as simple and frictionless as possible. In today’s fast-paced world, time is valuable. Tenants can’t waste it wading through long emails or spending hours on the phone. By providing tenants with a simple and accessible way to share their thoughts, you increase participation rates and show them you’re committed to making their experience effortless. Tenants appreciate when their time is respected, and a streamlined, efficient survey is a clear sign of this consideration. Grace Hill’s experts can help craft engagement surveys that strike the perfect balance between brevity and depth. We guide you in developing the right set of questions to collect the data you need — whether it’s feedback on amenities, maintenance responsiveness, or general satisfaction — while keeping it short enough for tenants to complete quickly.  3. Incentivize Participation✅ By strategically using incentives, landlords and property managers can encourage tenants to participate in surveys or other engagement activities. These incentives motivate tenants to get involved and create a sense of appreciation. Regardless of the topic — building amenities, preferences for events, or suggestions for improvements — tenants are more likely to offer constructive input when they feel their time and effort are acknowledged. Kelly Agent, SVP of Property Management at Griffin Partners, fosters a drive for excellence within her organization by recognizing property management teams based on performance metrics such as KingsleySurveys scores, financial results, and overall improvements. The competitive nature of the awards has created a cycle of motivation, spurring property managers and their teams to actively seek out tenant feedback, resulting in a 96% tenant response rate. “It’s something people look forward to every year. Like, I’m already excited about it for 2025. It’s the best day of the year for me because it’s like Oprah’s favorite things. And the tenants are now more engaged, too!” - Kelly Agent By offering cash prizes, additional days off, and team lunches, the competition not only motivates staff but also encourages them to actively engage with tenants to improve satisfaction and gather feedback. The result is happier tenants and greater employee satisfaction, as team members feel recognized for their hard work and contributions. Learn more about Kelly Agent’s tenant and team engagement strategies in our free on-demand webinar.  4. Follow Up and Share Results ✅ Making an effort to communicate changes and improvements resulting from tenant input demonstrates a genuine commitment to satisfaction, and it is a crucial step in creating a positive, transparent relationship. When tenants see their feedback acted on, they feel more valued, which in turn boosts engagement and response rates for future surveys. Sharing the results also provides an opportunity to celebrate successes, whether that’s improvements in maintenance response times or enhanced amenities, which helps maintain tenant loyalty. Grace Hill’s robust reporting tools make it easy for property managers to analyze tenant sentiments and translate the results into actionable insights. Our in-house experts work alongside your team to help you make sense of the data, offering industry insights and detailed comparisons with the KingsleyIndex that contextualize your results within the broader market landscape. This level of data-driven analysis empowers property managers to make informed decisions and demonstrate progress to their tenants with clarity and precision. Plus, with a clear path forward, property managers can position themselves as trusted partners in their tenants' experience and continue to improve satisfaction year over year.  5. Host Feedback Sessions ✅  Sometimes, a proactive, hands-on approach is highly effective in increasing engagement. Taking the time to schedule quick 1:1 check-ins quarterly with tenants shows you value their input and offers the opportunity for candid conversations. These personal interactions allow tenants to share their thoughts, concerns, and suggestions in a comfortable, private setting where they may feel more inclined to open up. Kelly Agent notes about her strategy, “I would say the most important thing that you can do is develop real relationships with your tenants and your community members, prescheduling sit-downs and one-on-one meetings. Set it for thirty minutes. Go to their office. Do the research beforehand. Talk to them and get to know them as people; talk about their business.” In addition to one-on-one meetings, hosting feedback forums can further deepen tenant engagement. Commercial real estate expert Marc Fischer offers a forward-thinking approach to continuous engagement by hosting a “Tenant Council” on a monthly or quarterly basis. This council acts as a regular, structured forum for communication between the property management team and tenants. By including a variety of participants — such as the property manager, the chief engineer, tenant representatives, major service providers, and even the asset owner — you ensure all relevant stakeholders have a voice in shaping the tenant experience. This inclusive structure promotes transparency, encourages open dialogue, and creates an environment where issues can be addressed collaboratively. “What we have been able to show over time with Kingsley data is that the properties within the councils have much higher tenant satisfaction scores. They have a much higher overall score for property management and engineering, and the tenant renewal impact is significantly greater. So not only do we reduce operating expenses, but in this case, the tenant council [concept] proves over and over and over again that this opportunity to speak with the tenants and get information and share information goes a really long way. And ultimately, it will put you at the top tier of tenant satisfaction, which will give you the very best chance of tenant renewals.” - Marc Fischer ➡️ Watch this webinar with Marc Fischer and Grace Hill to learn more about implementing a Tenant Council at your organization.  Boost Engagement With Grace Hill’s Dedicated Survey Success Team We understand the challenges property managers face when it comes to boosting tenant engagement in commercial real estate (CRE). For over 30 years, Grace Hill’s KingsleySurveys has been a trusted partner to the world’s leading CRE organizations. These surveys provide critical insights into tenants’ evolving needs, renewal intent, and likelihood of recommending a property, helping property managers make informed, strategic decisions. Regardless of portfolio size, these insights offer valuable benchmarks to guide improvements and demonstrate tangible progress to your tenants. By actively monitoring tenant feedback and leveraging cutting-edge technology, property managers can exceed expectations, foster stronger relationships, and boost long-term retention. Let’s work together to create spaces where tenants feel heard and valued! Important notes: - Published on: 2025-03-10 12:22:23 - Category: Posts - [5 Proven Ways To Boost Tenant Engagement in Commercial Real Estate](https://gracehill.com/blog/5-proven-ways-to-boost-tenant-engagement-in-commercial-real-estate/): Property managers know that tenant satisfaction is more than just a metric — it’s the key to long-term profitability. But, as tenant demands evolve and the market shifts, property managers face the ever-growing challenge of keeping tenants happy and engaged.… ------------------------- # What You Don’t Know About Tenant Satisfaction May Be Costing You > Tenant experience and tenant satisfaction are paramount to a thriving commercial real estate (CRE) experience.  Today’s tenants expect more than just four walls and a lease; they seek workplaces that enhance productivity, foster community, and support well-being. From seamless digital… Full Content: Tenant experience and tenant satisfaction are paramount to a thriving commercial real estate (CRE) experience.  Today’s tenants expect more than just four walls and a lease; they seek workplaces that enhance productivity, foster community, and support well-being. From seamless digital interactions to eco-conscious amenities and flexible workspaces, tenant expectations are shifting rapidly. Property managers who fail to recognize these evolving priorities risk losing tenants to more forward-thinking competitors. How can CRE landlords and property managers meet these demands and create an environment where tenants thrive and businesses succeed? By prioritizing tenant experience and satisfaction, CRE professionals can boost retention, increase property value, and create a dynamic environment where businesses flourish. Jump to a Section What is tenant experience? What do tenants expect? (7 Drivers of Tenant Satisfaction) Why does tenant satisfaction matter? How do you know what your tenants really want? Keep Your Finger on the Pulse of Tenant Satisfaction with Grace Hill What is tenant experience? Commercial property managers must understand that a strong tenant experience is more than just providing a functional workspace — it’s about creating an environment that enhances daily life.  Tenants value convenience, accessibility, and a sense of belonging, so cultivating a space that fosters collaboration and engagement is essential. Beyond the physical space, tenant experience is also shaped by the overall atmosphere and culture of the building. A well-curated experience ensures tenants feel heard and valued. This includes: Responsive management. Seamless communication. Proactive problem-solving.  Whether through social events, sustainability initiatives, or cutting-edge workplace solutions, the tenant experience directly impacts employee satisfaction, productivity, and long-term lease renewals.  Consider the following statistics about the importance of the CRE tenant experience shared by Building Engines: 92% of CRE landlords recognize that tenants want more from their buildings. 88% of CRE landlords say they believe data on tenant preferences is important to their overall business strategies. 90% of CRE landlords are planning to provide dedicated tenant experience staff or already do. Given the data, it's clear that most commercial property managers recognize and understand the pressing need to prioritize the tenant experience. But what exactly do tenants expect from their workspace? What do tenants expect? As a result of the pandemic, JLL research reports that employees began shifting their priorities in terms of quality of life, human interaction, and personal values.  Tenants now seek workplaces that prioritize flexibility, well-being, and seamless digital integration. The shift toward hybrid work models has pnly heightened expectations for adaptable spaces, smart technology, and enhanced health and safety measures. Property managers and tenants want environments that support productivity while also fostering a sense of community, offering amenities such as wellness programs, sustainability initiatives, and networking opportunities. According to Partners Real Estate, the following key strategies have become critical drivers in delivering a premium tenant experience that drives satisfaction. They include:  1. Flexibility and Customization Recent CBRE research highlights the growing demand for adaptable workspaces since “80% of current office occupiers have adopted and will sustain hybrid work policies.” Additional 2024 data from KingsleySurveys suggests that while 30% of tenants plan a full office return, 47% require employees to be in-office on a structured but limited basis. Offering modular office designs and shared amenities ensures that businesses of all sizes can create an environment that supports their workforce while optimizing space utilization. 2. Tenant Amenities A JLL study predicted increasing demand for buildings equipped with tenant amenities, underscoring their growing importance in tenant retention strategies. KingsleySurveys data reveals that food-related amenities make up 7 of the top 25 most in-demand office features, including cafes, more dining choices, mobile food services, and vending machines. Tenants also showed strong interest in fitness centers, common areas, EV charging stations, and balconies. ➝ View Now: Strategies for Increasing Your Commercial KingsleySurveys Score in 2025 Whether offering on-demand services onsite or nearby, integrating features that give tenants back their time significantly enhances satisfaction and boosts the property’s overall value and appeal. 3. Sustainability  Sustainability is no longer just a trend — it’s an expectation. Today’s tenants want to work in buildings that align with their values, particularly when it comes to environmental responsibility.  A 2023 CBRE survey revealed that “79% of respondents cite green building certifications as having an impact on real estate decisions. Almost half of respondents would pay a premium for green-certified buildings.” Commercial property managers can meet this demand by implementing sustainable practices, such as recycling programs and green transportation options like bike racks and electric vehicle charging stations, and integrating energy-saving initiatives and sustainable design elements into their buildings.  This might include: Energy Saving Energy-efficient HVAC systems LED lighting Water conservation initiatives Renewable energy sources Sustainable Design Rooftop gardens Green walls WELL-certified workspaces In fact, key findings from a study conducted by Harvard’s T.H. Chan School of Public Health show that employees in green-certified spaces have “26.4% cognitive function scores” and “30% fewer health issues.” By prioritizing sustainability, CRE professionals can not only reduce operational costs but also enhance tenant retention and overall workplace well-being. 4. Technology Integration  Today’s tenants expect a seamless technology integration experience. From mobile apps that streamline building access and service requests to AI-driven analytics that anticipate tenant needs, smart solutions allow property owners and managers to deliver more personalized and proactive services. This includes equipping properties with high-speed internet, state-of-the-art security systems, and building automation technologies that allow for personalized control over lighting, climate, and access. From Internet of Things (IoT) devices providing real-time data for predictive maintenance and improved tenant services to the rapid adoption of artificial intelligence (AI), technology is central to transforming tenant experiences. As noted in the article “Top CRE Trends To Watch in 2025”: “With 61% of firms already utilizing technology solutions and the PropTech market expected to grow at a CAGR [Compound Annual Growth Rate] of 15.8% from 2022 to 2030, innovation is reshaping the industry. A staggering 81% of industry leaders are expected to prioritize data and technology investments in 2025, signaling a shift toward innovation-driven growth.”  By embracing these technological advancements, property owners and managers can create a more responsive and engaging environment, leading to higher tenant satisfaction and retention rates. 5. Maintenance and Cleanliness A well-maintained building is one of the most visible indicators of a premium tenant experience. Clean, orderly common areas, restrooms, and building exteriors not only enhance aesthetics but also contribute to tenant well-being and satisfaction.  Regular inspections, timely repairs, and proactive upkeep demonstrate professionalism and care, fostering a positive impression among occupants. However, with ongoing labor challenges, it can be difficult for property owners/operators to maintain the skilled maintenance teams necessary for keeping buildings well-maintained and clean. Underskilled maintenance technicians can harm your portfolio, leading to higher repair costs, increased reliance on external vendors, and costly tenant turnover. SkillCat delivers essential maintenance skill growth to improve tenant satisfaction and reduce unnecessary repair costs. ➝ Learn More About SkillCat  Nevertheless, proper maintenance is more than just aesthetics; it’s essential for operational efficiency and health standards. More importantly, these efforts signal to tenants that their comfort and safety are top priorities, boosting retention and overall satisfaction. 6. Tenant Engagement Creating a thriving tenant community goes beyond simply providing office space — it involves fostering an environment where collaboration, networking, and social interaction can flourish. Regularly hosting networking events, wellness programs, and professional development workshops can help strengthen tenant relationships and create a more engaging workplace.  Insights from Cushman & Wakefield revealed that “As the evolution of work shifts towards a blend of office, home, and alternate spaces, the role of the office has transformed too. Rather than serving as the one place where we once completed all our tasks, employees have highlighted the importance of the office as a hub for fostering community and connection. According to employees, the main purposes of the office include facilitating collaboration, nurturing relationships, and promoting social interactions.” Providing shared workspaces, lounges, or wellness areas encourages organic interactions and reinforces a sense of belonging. By actively nurturing tenant engagement, property owners create vibrant, connected communities that make buildings more than just places to work. 7. Communication and Responsiveness Ensuring that tenants remain informed and engaged is at the core of tenant satisfaction. Tenants expect clear, consistent, and timely updates regarding building operations, maintenance schedules, and policy changes.  Responsiveness is equally critical. Promptly addressing tenant concerns builds trust and demonstrates a commitment to service excellence. Property managers should establish streamlined processes for handling tenant requests. By actively sourcing tenant feedback and implementing necessary improvements, property owners/managers can create a more responsive and tenant-centric environment. Why does tenant satisfaction matter? Tenant satisfaction is a key driver of long-term property success. A positive experience leads to higher renewal rates, stronger financial performance, and a steady pipeline of prospective tenants. Satisfied tenants are more likely to stay, reducing turnover costs and vacancy periods while contributing to a thriving, stable property environment. The connection between tenant satisfaction and lease renewals is well-documented. According to KingsleySurveys, 75% to 80% of tenants who indicate they are “likely to renew” actually follow through — a strong indicator that satisfaction directly impacts retention. However, high retention rates don’t just minimize leasing expenses; they also help maintain and increase asset value while supporting rent growth. The bottom line? Unhappy tenants leave. Acquiring a new tenant is significantly more costly than retaining an existing one, requiring added marketing efforts, leasing incentives, and lost rent during vacancy periods. Investing in tenant satisfaction — through responsive property management, amenities, and proactive communication — directly translates to better financial outcomes and long-term property success. ➝ Access Ebook: Top CRE Trends for 2025 How do you know what your tenants really want? Understanding tenant needs is essential for maintaining high satisfaction and retention rates. The most effective way to gain these insights is through third-party surveys, which offer an objective, data-driven view without the bias that can come with internal feedback collection. For over 30 years, KingsleySurveys has been a trusted partner to the world’s leading commercial real estate (CRE) organizations. These surveys provide critical insights into tenants’ evolving needs, renewal intent, and likelihood of recommending a property, helping property managers make informed, strategic decisions. Regardless of portfolio size, these insights offer valuable benchmarks to guide improvements. Grace Hill’s Commercial Survey Solution offers employee surveys, comprehensive policy management, benchmarking, and analytics. At its core is the KingsleyIndex™  — the industry’s most comprehensive benchmarking database, enabling property owners and managers to compare performance against industry standards and track progress over time. Survey programs don’t just enhance communication and engagement — they create experiences that attract and retain high-quality tenants in an increasingly competitive market. Keep Your Finger on the Pulse of Tenant Satisfaction with Grace Hill Success in commercial real estate today hinges on a data-driven approach paired with comprehensive workplace solutions. By actively monitoring tenant feedback and leveraging cutting-edge technology, property managers can meet and exceed expectations, fostering stronger relationships and long-term retention. A commitment to tenant satisfaction is more than day-to-day operations — it’s a strategic investment in long-term success. CRE executives who prioritize regular feedback, competitive intelligence, and industry benchmarking can drive higher renewals, increased asset value, and a steady prospect pipeline.  With Grace Hill, you gain the tools to stay ahead, ensuring your properties remain attractive, high-performing, and aligned with market demands. Ready to elevate tenant satisfaction and drive long-term success? Discover how Grace Hill’s innovative survey solutions can help you stay ahead. Talk to an expert today! Important notes: - Published on: 2025-02-20 08:00:24 - Category: Posts - [What You Don’t Know About Tenant Satisfaction May Be Costing You](https://gracehill.com/blog/what-you-dont-know-about-tenant-satisfaction-may-be-costing-you/): Tenant experience and tenant satisfaction are paramount to a thriving commercial real estate (CRE) experience.  Today’s tenants expect more than just four walls and a lease; they seek workplaces that enhance productivity, foster community, and support well-being. From seamless digital… ------------------------- # How To Incentivize Training To Motivate Your Multifamily Teams > Investing in training is essential for building a knowledgeable and high-performing multifamily team, but keeping employees engaged in ongoing learning can be a challenge. Leasing agents, maintenance staff, and property managers juggle multiple responsibilities, making it easy for training to… Full Content: Investing in training is essential for building a knowledgeable and high-performing multifamily team, but keeping employees engaged in ongoing learning can be a challenge. Leasing agents, maintenance staff, and property managers juggle multiple responsibilities, making it easy for training to fall by the wayside. By incorporating strategic incentives, property management leaders can turn training into an exciting opportunity rather than just another requirement.  In this blog, we’ll explore why training incentives matter, common challenges in engagement, and effective ways to motivate teams through healthy competition, recognition, and valuable rewards. Plus, we’ll share best practices to ensure your training programs drive long-term success. Jump to a Section Why Training Incentives Matter in Property Management Challenges Multifamily Leaders Face in Training Engagement 3 Key Ways To Motivate Leasing, Maintenance & Property Teams Best Practices for Multifamily Training Incentive Programs Final Tips: Keeping Training Engaging & Effective Why Training Incentives Matter in Property Management In the multifamily industry, well-trained leasing, maintenance, and property management teams are crucial for providing exceptional resident experiences, maintaining high occupancy rates, ensuring resident satisfaction, and maximizing operational efficiency.  However, keeping employees engaged in training can be challenging, especially when they are already juggling a multitude of day-to-day responsibilities. In this environment, training incentives can be game-changers.  By offering targeted incentives, property management companies can motivate employees to participate in ongoing education, ultimately improving performance and retention. However, incentivizing training is not just about compliance; it fosters a culture of continuous learning and professional development. Employees who see a direct benefit — such as financial bonuses, extra time off, or promotional opportunities — are more likely to invest effort into training programs. For employers, there’s a benefit to the bottom line, as a well-trained team leads to better customer service, fewer operational mistakes, and a more knowledgeable workforce equipped to handle the complexities of leasing, maintenance, and resident relations.  Additionally, well-trained employees who feel valued and empowered in their roles contribute to lower turnover rates, reducing the costly cycle of hiring and onboarding new team members. Lastly, training incentives matter in property management because they create a competitive edge. With the increasing demand for skilled property management professionals, companies that prioritize education and reward learning attract top talent.  Leasing agents and property managers who are confident in their skills can close deals more effectively, handle resident concerns with professionalism, and ensure properties run efficiently. Investing in training incentives is not just an expense — it’s a strategic move that enhances employee satisfaction, improves retention, and drives profitability. Challenges Multifamily Leaders Face in Training Engagement Encouraging consistent and meaningful participation in training programs is a persistent challenge for multifamily leaders. Without proper incentives, engagement declines, leading to knowledge gaps, inconsistent service quality, and decreased operational efficiency. Employees may view training as time-consuming or irrelevant to their immediate responsibilities, further reducing motivation. However, designing effective incentives isn’t straightforward. Multifamily organizations must navigate budget constraints, time limitations, and the diverse learning styles of leasing agents, maintenance teams, and corporate staff. Making time for training is a must, but a one-size-fits-all approach often fails, so developing strategies that resonate with different roles and experience levels is essential. Most importantly, a successful incentive program goes beyond financial rewards. While bonuses or gift cards can be appealing, non-monetary incentives — such as friendly competition, public recognition, career development opportunities, and role-specific rewards — often drive deeper engagement. Creative solutions tailored to industry professionals can transform training from a mandatory task into a valued opportunity for growth and advancement. 3 Key Ways To Motivate Leasing, Maintenance & Property Teams Investing in training is essential, but keeping your multifamily teams engaged and motivated can be a challenge. You need the right incentives to ensure your leasing, maintenance, and property staff are excited to learn and grow. By fostering friendly competition, celebrating achievements, and offering meaningful rewards, you can create a culture where training is an opportunity for professional growth and success.  Here are three powerful ways to inspire your teams and make training both effective and rewarding. 1. Create Healthy Competition Among Employees A little friendly competition can go a long way in motivating your multifamily teams to engage in training. When employees see their peers striving for success, they’re more likely to stay committed and push themselves to excel. Here are a few practical ways to spark motivation through competition: Leaderboard Tracking – Highlight top training performers on your LMS or company intranet to showcase progress and inspire others to climb the ranks. Team-Based Challenges – Reward entire properties or departments with the highest training completion rates to boost camaraderie. Consider offering team incentives like a catered lunch or a shared bonus. Recognition Contests – Celebrate individual achievements by awarding prizes to those who complete training the fastest, achieve the highest quiz scores, or show the most improvement over time. Integrating gamification into your training programs creates an engaging learning environment where employees feel motivated, valued, and eager to succeed. Plus, a little competition fosters teamwork, accountability, and a stronger commitment to professional growth! 2. Recognize & Celebrate Training Achievements Acknowledging hard work and dedication is one of the most effective ways to keep your leasing, maintenance, and property teams engaged. Public recognition boosts morale and reinforces a culture of continuous learning and professional development. Employees who feel valued for their efforts are more likely to stay motivated and committed to excellence. Here are some recognition strategies to consider: Shoutouts in company meetings or emails – Highlight employees who have completed training or excelled in key areas. Spotlight in a property-wide newsletter or social platform – Showcase their achievements to inspire others. Handwritten thank-you notes or personalized emails – A thoughtful touch that shows genuine appreciation. One-on-one praise from regional or senior leadership – Personal recognition from higher-ups makes a lasting impact. Digital badges or certificates – Give employees a sense of accomplishment they can proudly display. By celebrating training achievements in meaningful ways, you create an environment where learning is valued, employees feel appreciated, and your multifamily teams are empowered to thrive. 3. Offer Valuable Incentives for Completion A strong training incentive program goes beyond basic rewards; it should inspire employees to actively participate and see training as a stepping stone to success. Offering a mix of monetary and non-monetary incentives keeps motivation high and ensures employees feel valued for their efforts. Recognize your team’s development and celebrate top performers with awards and leaderboards! In a recent Kennect article, “Five Key Trends in Incentive Compensation for 2025,” the following areas are highlighted for consideration:  Increased Investment in Equity Compensation – A 2023 National Center for Employee Ownership (NCEO) study found that 70% of companies offering equity compensation reported increased employee retention and satisfaction.  Focus on Non-Base-Pay and Non-Cash Elements – A Gallup study showed that 50% of employees favor non-cash rewards. Increased Use of Recognition Programs – Towers Watson research showed that 65% of companies with recognition programs experienced improved employee performance and morale. Activity-Based Incentives – For leasing agents, this might include the number of leases signed or positive feedback on resident satisfaction surveys. With maintenance teams, you could focus on completed work orders or preventative maintenance completion, whereas your property managers might have incentives tied to occupancy rates or budget management. Gamification & AI Integration – A Salesforce study found that gamification boosts motivation for 71% of employees. Keeping those trends in mind, here are a few impactful ways to reward training completion: Time-Based Perks – Allow top performers to leave early, take an extra break, or enjoy flexible scheduling as a reward for completing training modules. Event Incentives: Highlight employees' commitment to professional growth by providing opportunities such as VIP access, room upgrades at industry conferences, or special recognition at company events. Property-Based Discounts – Offer rent reductions, utility bill discounts, or exclusive property amenities as incentives to complete certifications or advanced training. Career Advancement Opportunities: Link training completion to salary increases, promotions, or leadership development programs, reinforcing that continuous learning leads to long-term career success. By aligning incentives with employees' professional and personal goals, multifamily organizations can foster a culture of growth, motivation, and retention. When employees see real benefits tied to their development, they are more likely to stay engaged and committed to excellence. Best Practices for Multifamily Training Incentive Programs It's important to be strategic, adaptable, and intentional when designing an effective incentive program. Here are some best practices to help you implement incentives that drive participation and long-term success.  ✅ Start Small & Measure Impact – Launching an incentive program doesn’t have to be overwhelming. Begin with one targeted incentive — such as a gift card for completing a certification or a bonus for achieving a training milestone — and track its effectiveness. Use feedback from participants to refine and expand the program over time. ✅ Customize Incentives for Different Roles – A one-size-fits-all approach won’t maximize engagement. Leasing agents might be motivated by commission bonuses or exclusive networking opportunities, while maintenance teams may value tool stipends or paid time off. Tailor incentives to address each team's unique challenges and goals within your multifamily community. ✅ Keep It Fresh & Engaging – To maintain long-term participation, rotate incentives regularly. Introduce friendly competitions, team-based rewards, or surprise perks to sustain enthusiasm. Publicly recognizing employees also adds an extra layer of motivation and reinforces a culture of continuous learning. By implementing these best practices, your multifamily training incentives will not only encourage skill development but also boost job satisfaction, team morale, and overall operational excellence. Final Tips: Keeping Training Engaging & Effective Effective training incentives do more than just encourage participation — they create a culture of continuous learning, boost employee retention, enhance resident satisfaction, and drive operational success. To maximize the impact of your training programs, multifamily leaders should take a strategic and dynamic approach, continuously evaluating what resonates most with their teams. Key Strategies for Success Make It Interactive: Incorporate gamification, role-playing scenarios, and hands-on learning experiences to keep employees engaged. Encourage Friendly Competition: Leaderboards, team challenges, and training milestones can spark motivation and foster a sense of achievement. Recognize and Reward Effort: Acknowledge employees who excel in training with shoutouts in company meetings, digital badges, or special incentives like gift cards or an extra day off. Provide Real-World Application: Ensure training directly connects to daily job responsibilities, giving employees the tools to perform confidently and efficiently. Gather Feedback and Adjust: Regularly ask employees what’s working and what could be improved, refining your training approach to meet evolving needs. By leveraging a mix of competition, recognition, and meaningful rewards, property management organizations can create a thriving learning environment where employees feel empowered to grow. Investing in engaging training programs doesn’t just strengthen teams — it transforms them into high-performing, customer-focused professionals ready to elevate the resident experience. Ready to take your training to the next level and empower your multifamily teams to succeed? Talk to a Grace Hill expert today! Important notes: - Published on: 2025-02-14 08:00:47 - Category: Posts - [How To Incentivize Training To Motivate Your Multifamily Teams](https://gracehill.com/blog/incentivizing-learners/): Investing in training is essential for building a knowledgeable and high-performing multifamily team, but keeping employees engaged in ongoing learning can be a challenge. Leasing agents, maintenance staff, and property managers juggle multiple responsibilities, making it easy for training to… ------------------------- # FAQ Series: How To Make Time for Training in Property Management — Part 3, Prepare To Prioritize > A frequently asked question in property management training is, “As a training administrator, how can I help employees find time for on-the-job training?” Part 3 of this three-part blog series addresses this question by looking at ways to prioritize training… Full Content: A frequently asked question in property management training is, “As a training administrator, how can I help employees find time for on-the-job training?” Part 3 of this three-part blog series addresses this question by looking at ways to prioritize training with busy onsite employees. How to Make Time for Training in Property Management Part 3 — Prepare To Prioritize Learning to make time for training in property management is a challenge. And because it’s not something that just “happens” — either quickly or without intention — we’ve created this three-part series to give each step proper attention.  So, if you’re just joining us here at Part 3, we’d encourage you to start from the beginning of our FAQ Series, “Making Time for Training in Property Management.” To simplify that, you’ll find quick links to Part 1 and Part 2 below: Part 1: Analyze and Assess Part 2: Planning With Purpose Okay! Now that you’ve read Parts 1 and 2, let’s dive into Part 3. This third and final step of the process is where the magic happens because it’s all about keeping the training appointment — planning so that training is prioritized, not left to flounder on someone’s “To Do” list. 4 Ways To Prioritize Your Property Management Training Maximize Training Time Optimize the Time You Have Use Motivation and Rewards Check Back and Reassess 1. Maximize Training Time It’s easy to let training fall by the wayside amid maintenance emergencies, resident needs, and operational demands. However, training time is a vital investment in your team’s growth and effectiveness, and it should be treated as sacred.   To make training a genuine priority, start by ensuring the scheduled training time is respected by everyone involved: the employee, their supervisor, and even higher management. This time should be viewed as non-negotiable, just like a critical meeting or deadline.  This doesn’t mean that things won’t come up that make it hard or impossible to keep the training appointment. They will, especially at first, so acknowledge and expect it because it’s normal! But don’t let it discourage or derail your commitment.  Instead, approach each day as a fresh opportunity to honor the training appointment. Even if you need to reschedule, make sure the training time stays visible on the calendar and top of mind for everyone.  This consistency reinforces its importance and sets a clear standard that professional development is a priority, not an afterthought. Over time, this mindset shift will lead to training sessions being kept more often than missed, creating a culture that values continuous learning and improvement.   By treating training time as sacred, you empower your team to develop the skills and knowledge they need to succeed, fostering both individual growth and overall property management excellence. 2. Optimize the Time You Have In property management, time is a precious resource, and dedicating even 30 minutes to training is a significant investment. To maximize the value of this time, it’s crucial to focus on engaging, efficient, and impactful training courses and content.  Property management training content should be thoughtfully designed with short, easily digestible modules lasting no more than 20 minutes. This allows employees to absorb the material without feeling overwhelmed. Sparks microlearning perfectly complements these training sessions, fitting seamlessly into busy schedules while reinforcing training knowledge with real-world situations commonly faced by multifamily professionals.  💡Did you know: It’s possible to “over-train,” and doing so not only decreases knowledge retention but also can negatively impact your company culture. Learn about some of the risks of over-training. To keep learners engaged, your training should incorporate diverse elements like voice narration, videos, and interactive, responsive questions. These features help make the experience more dynamic and improve information retention by catering to different learning styles.  In fact, you can transform a 30-minute session into a highly effective training experience by leveraging modern instructional design techniques.  → For more about what makes training programs effective, you might also like this blog: 10 Quick Tips To Better Training for Property Management  Another essential factor in making the most of training time is reinforcing its value. Acknowledging and celebrating successful training efforts — through praise, rewards, or even small incentives — encourages employees to stay committed to their learning goals.  When employees feel their efforts are recognized, they’re more likely to engage fully with future training opportunities, helping foster a culture of continuous improvement across your team.   3. Use Motivation and Rewards Acknowledging progress and celebrating success are key to maintaining momentum in property management training. The first win is simply keeping the training appointment, and employees should be recognized for this commitment.  Regular check-ins with employees can help you gauge their training progress. During these conversations, offer genuine praise when they stay on track and provide thoughtful encouragement if they face challenges.   To further enhance motivation, incorporate a variety of incentives that align with your team’s culture. Some ideas include: Friendly competition: Whether tracking progress on a leaderboard or creating team-based challenges, friendly competition among teams and employees can foster engagement.  Public acknowledgment: Never assume people know you appreciate them or respect their contributions. Instead, plan to acknowledge your employees’ contributions by highlighting employees’ dedication and achievements during team meetings or through company communication channels. Public acknowledgment is a powerful tool.  Tangible rewards: Often, it’s the simple things that make a big difference. Rewarding employees with gift cards, extra time off, or fun prizes can boost morale and keep enthusiasm high.   By blending recognition, encouragement, and meaningful rewards, you can create a culture where training is prioritized and eagerly embraced. 4. Check Back and Reassess After implementing a new training routine for several months, it’s essential to pause and evaluate its effectiveness. Take the time to reflect; ask yourself: Is the scheduled time working as planned?  Has anything changed — operationally, personally, or professionally — that now makes this training time less ideal?  Is there a better window of opportunity for training?   Be patient and give the initial routine a fair chance before making changes. Adjustments are part of the process, not a sign of failure. Remember, consistency builds habits, and habits drive success. Your commitment to carving out time for training in property management sets an example for your team, showing that professional development is a priority.   Moreover, this belief in making time for impactful property management training has a ripple effect. When your team sees the routine working and delivering results, it reinforces the idea that time invested in learning is worthwhile — and they’re more likely to follow suit.  By regularly reassessing and fine-tuning your approach, you can ensure that your training program remains effective and aligned with your evolving goals.  Commit to a Culture of Continuous Growth   Making time for training in property management isn’t just a task to check off a list — it’s an intentional commitment to the growth and success of your team and business. By analyzing your needs, planning purposefully, and prioritizing training with consistency and care, you can foster a culture where learning becomes second nature.   Remember, effective training requires effort, flexibility, and a willingness to adapt over time. Celebrate progress, keep motivation high, and consistently reassess your approach to ensure it continues to meet the needs of your team and the demands of your property management operations.   With these strategies in place, you’re investing not only in your team’s professional development but also in the long-term success of your business. After all, when your people grow, your organization thrives. Looking for more ways to transform your training? Check out these blogs: 6 Must-Have Leadership Skills: How to Create a Culture of Respect in Property Management From Learning to Earning: How Training Results in Greater ROI The Art of Followership: The Truth About Leading Effectively Important notes: - Published on: 2025-02-04 08:00:59 - Category: Posts - [FAQ Series: How To Make Time for Training in Property Management — Part 3, Prepare To Prioritize](https://gracehill.com/blog/faq-series-making-time-for-training-part-3/): A frequently asked question in property management training is, “As a training administrator, how can I help employees find time for on-the-job training?” Part 3 of this three-part blog series addresses this question by looking at ways to prioritize training… ------------------------- # Driving Resident Engagement With Genuine Stories > In today’s hyper-connected world, authenticity is the currency of trust — and that’s earned through the voices of real people. User-generated content (UGC) is a cornerstone of compelling storytelling, offering a unique blend of relatability and impact. The importance of… Full Content: In today’s hyper-connected world, authenticity is the currency of trust — and that’s earned through the voices of real people. User-generated content (UGC) is a cornerstone of compelling storytelling, offering a unique blend of relatability and impact. The importance of resident-driven narratives in fostering vibrant, connected communities cannot be overstated. From building trust to sparking engagement, UGC empowers residents to shape their community’s story, making them active participants rather than passive observers. When strategically integrated into platforms like social media, blogs, and websites — and amplified by cutting-edge AI — UGC strengthens current resident relationships and attracts prospective ones by showcasing the community's authentic culture. Harnessing the transformative potential of UGC can enhance resident engagement and overall property performance. Using Social Media To Engage Social media can offer a dynamic space for engaging residents with the right strategies. Regularly sharing resident stories and community events on social platforms can create a vibrant online presence. Engaging residents with interactive content, such as polls or live Q&A sessions, encourages participation and strengthens connections. Additionally, showcasing the community's vibrant culture through user-generated content not only retains current residents but also attracts potential new ones, making it a vital organic tool in community engagement. The Importance of Blogs and Websites for User-Generated Content Blogs and websites serve as critical platforms for residents to express their unique experiences and viewpoints. Sometimes underestimated and overlooked, these digital spaces allow for more comprehensive storytelling, highlighting the community's culture and core values. Residents can contribute articles, testimonials, or even creative works by dedicating a specific blog or section on the community website, simultaneously creating a sense of community and a valuable marketing tool. It showcases the community's diverse voices and builds a lasting digital repository of shared memories and insights. Furthermore, a well-maintained presence acts as an invaluable resource for prospects, offering them an in-depth look into the community's atmosphere and lifestyle. Applying AI for Optimization Using AI tools can significantly enhance resident engagement by optimizing content for maximum impact. A significant percentage of companies, around 77%, are already using or considering AI to improve their business strategies. These tools help communities personalize content to align with resident preferences and interests, making stories more relevant and engaging. AI analyzes trends and provides insights into the types of content that resonate the most, allowing for more targeted storytelling. Additionally, AI can help automate content curation and distribution, ensuring the right stories reach the right audience at the right time. This targeted approach not only enhances the resident experience but also maximizes engagement by catering to individual interests and preferences. Evaluating Success and Resident Engagement Evaluating the effectiveness of resident engagement and UGC efforts involves examining specific metrics that reflect interaction and interest. On social media, tracking metrics such as likes, shares, and comments help identify the types of content that resonate with the community. For blogs and websites, monitoring page views, bounce rates, and behavior flow offers valuable insights into the content's appeal and relevance. Utilizing AI tools can further refine this analysis by identifying patterns and enabling more tailored content creation. Conducting periodic surveys provides direct feedback from residents about their engagement levels and content preferences. This feedback loop is crucial for understanding the community's evolving interests and ensuring the content remains fresh and engaging. Real-time analytics tools help monitor engagement trends, allowing for quick adjustments to strategies as needed. It's also beneficial to examine qualitative data, such as the nature of comments and direct messages, to gain deeper insights into residents' sentiments and experiences. This data reveals underlying themes and issues that might not be evident through quantitative metrics alone. Regularly analyzing these metrics and feedback ensures that the community remains responsive and adaptive to residents' needs, fostering a dynamic and interactive environment. Important notes: - Published on: 2025-01-30 11:02:19 - Category: Posts - [Driving Resident Engagement With Genuine Stories](https://gracehill.com/blog/driving-resident-engagement-with-genuine-stories/): In today’s hyper-connected world, authenticity is the currency of trust — and that’s earned through the voices of real people. User-generated content (UGC) is a cornerstone of compelling storytelling, offering a unique blend of relatability and impact. The importance of… ------------------------- # Advice for Multifamily Professionals: What You Need to Know About Recruiting Top Talent > Jump to a Section Craft a Strong Employer Brand Use Data to Guide Recruitment Strategies Be Tailored and Targeted Deliver a Streamlined and Transparent Recruitment Process Ready To Meet Your Recruitment Goals? The multifamily industry is dynamic and competitive, and… Full Content: Jump to a Section Craft a Strong Employer Brand Use Data to Guide Recruitment Strategies Be Tailored and Targeted Deliver a Streamlined and Transparent Recruitment Process Ready To Meet Your Recruitment Goals? The multifamily industry is dynamic and competitive, and one of its most persistent challenges is recruiting top talent. High employee turnover rates and a demanding operating environment make it essential for hiring managers to adopt strategic approaches to talent acquisition and development.  Recruiting for multifamily roles requires an understanding of the industry's unique challenges and opportunities, as well as the ability to navigate them effectively. Insight into the following are crucial and include: Employee Training, Policies, and Incentives: These consistently emerge as top priorities for multifamily organizations. Highlighting these areas during recruitment can set your company apart in a crowded market.  High Turnover and a Competitive Environment: These factors demand a strategic and targeted approach to attract skilled candidates aligned with your company culture. In this blog, we explore strategies multifamily professionals can use to build strong recruitment pipelines, ensuring they bring on board the right people to help their organizations thrive. To stand out, hiring managers must leverage these insights to craft compelling recruitment strategies tailored to the multifamily industry's specific needs. Craft a Strong Employer Brand In a competitive talent market, candidates are drawn to companies that demonstrate a genuine investment in their teams. Building a strong employer brand starts with showcasing the unique aspects that make your organization an exceptional place to work.  Consider these key elements: Opportunities for Training and Development: Training isn’t just a perk — it’s a proven driver of retention and performance. In fact, a reported 90% of organizations agree that training improves employee retention. It’s important to highlight your commitment to professional growth. When candidates see a pathway for skill development, they’re more likely to view your organization as a place where they can build a long-term career. Clear Career Paths: Top talent gravitates toward companies that offer clear, tangible opportunities for advancement. During the recruitment process, communicate how the role can evolve, whether into leadership positions or specialized roles within the company. Providing a roadmap for career growth demonstrates your commitment to employee success and sets you apart from competitors who fail to articulate these opportunities. Incentives and Recognition: Incentives for growth can be a powerful motivator and differentiator in attracting candidates. Competitive compensation, performance-based bonuses, and recognition programs can motivate employees to excel. These perks not only appeal to potential hires but also foster a culture of appreciation and motivation within your existing team.  Positioning your organization as one that celebrates and invests in its people will enhance its appeal to top-tier candidates. Use Data to Guide Recruitment Strategies A Grace Hill survey reveals a surprising opportunity for multifamily companies: mystery shopping. Despite its proven benefits, mystery shopping is underutilized, ranking last in talent management priorities. Yet 70% of respondents agree that it positively impacts employee performance.  In an independent study that included over 300 respondents across rental housing organizations of all sizes, mystery shopping was found to be a valuable tool in assessing the effectiveness of your recruitment strategies and onboarding processes. Use it to identify gaps in new hire performance, refining how you recruit and train in order to win the fight for top talent. Learn More About Onboarding Pathways in PerformanceHQ Be Tailored and Targeted Recruiting top talent in the multifamily industry often requires tailored strategies for candidates from within the industry versus those from outside it. Both groups have unique strengths and challenges, so your approach should align with their experiences and skill sets.  Here's how the strategies may differ: 4 Tips for Recruiting Talent From Within the Industry Emphasize Career Advancement: Industry professionals may already have a deep understanding of multifamily operations, so they often look for roles that offer growth, leadership opportunities, and exposure to innovative projects. Highlight how your organization can help them elevate their career trajectory. Leverage Industry Networks: Engage in targeted outreach through industry events, associations, and platforms like the National Apartment Association (NAA) or LinkedIn. Current multifamily professionals are often active in these spaces. Highlight Specialized Benefits: Focus on perks that align with their industry experience, such as credentials (e.g., CALP, CAM), ongoing training, or opportunities to work on high-profile properties or markets. Address Burnout: Many experienced professionals may have faced high-stress environments. Highlight a supportive culture, work-life balance, and opportunities to innovate, which can be attractive for seasoned talent. 4 Tips for Recruiting Talent From Outside the Industry Focus on Transferable Skills: While hiring experienced multifamily professionals is ideal, candidates from fields like hospitality, retail, or customer service may not have direct multifamily experience but often excel in areas like tenant relations, sales, and property management. Frame the role to show how their skills translate seamlessly.  Provide Robust Onboarding and Training: Non-industry candidates may be apprehensive about the learning curve. Make it clear in your job postings that you’re open to training and onboarding individuals with strong transferable skills. Highlight your training programs and mentorship opportunities to help them feel confident in the transition. Solutions like Grace Hill’s Onboarding Pathways can help structure the first weeks and months of training, giving new hires a clear roadmap to build skills, confidence, and long-term success. Communicate Industry Appeal: Multifamily offers unique opportunities for financial growth, relationship building, and long-term stability. Share success stories of others who transitioned into the industry and thrived. Showcase Career Potential: For those unfamiliar with the industry, outline clear career paths and how multifamily can offer diverse opportunities — from property management to marketing to regional leadership roles. Highlight programs like industry credentials (e.g., CALP or CAM) that your company will cover, which can appeal to candidates eager for growth potential. 💡Did you know: While 60% of companies pay for credentials even if they’re not required, many employees remain unaware of this benefit. Promoting these opportunities can serve as both a recruitment tool and a retention booster, signaling a commitment to professional growth. By aligning your messaging and recruitment tactics to the candidate's background, you’ll attract a broader and more qualified talent pool while addressing each group’s unique motivators and concerns.  Need help creating compelling job descriptions that drive set high standards and drive onsite performance? With Grace Hill’s Policies in PerformanceHQ you get the Onsite Office & Maintenance Job Descriptions Manual. It provides the perfect format to explain responsibilities and set the tone for the performance of your onsite team. Whether your recruitment efforts are focused within or outside the industry, you must be proactive. Don’t wait around waiting for candidates to come to you; instead: Leverage Industry Networks: Attend multifamily industry events, participate in forums, and connect with professional organizations to build a pipeline of candidates. Use Technology: Platforms like LinkedIn and specialized job boards allow you to target candidates with multifamily experience or transferable skills. Partner with Educational Institutions: Develop relationships with local colleges and trade schools to attract emerging talent interested in property management or real estate. With a targeted, tailored, and proactive approach to recruitment, you will be able to stand out from the crowd and attract quality candidates. Deliver a Positive, Streamlined, and Transparent Recruitment Process To attract quality employees, you not only have to be in tune with today’s job seekers, but you also need to have made thoughtful changes to your employment practices. Candidates’ first impressions of your company often come from the recruitment process. It’s true that the battle for top talent starts long before the prospective employee sits down for an interview. In a recruiting survey by PwC, 49% of job seekers in competitive fields turned down offers after a lousy recruiting experience. So make it a positive experience by: Keeping communication transparent and timely. Streamlining the interview and onboarding processes. Providing clear details about expectations, compensation, and growth opportunities. However, it’s imperative to remember that employees are looking for more and are clear about what that means: good benefits, pay, and a clear path to professional growth. As a multifamily hiring manager, this might require you and your HR team to start thinking differently about how things are done. Katie Tumbleston, talent acquisition manager at Sprockets, offers the following questions for companies to begin asking. How much flexibility do we offer employees? Should we offer a four-day workweek? How much PTO do we encourage staff to take? How do we support employees at all levels in their growth? What perks and incentives can we provide to ensure our staff continues to thrive? Don’t settle for the status quo when it comes to building a quality workforce. It’s time to go to battle for the best employees. Learn more in our ebook, “Take the Headache Out of Hiring.” Ready To Meet Your Recruitment Goals? Building a winning team in the multifamily industry requires a strategic and intentional approach that integrates strong recruitment practices with robust training and development programs. By focusing on transferable skills, building a strong employer brand, using data-driven insights, and engaging in proactive outreach, hiring managers can attract the best candidates to help their organizations excel.  Grace Hill has a robust set of solutions to help you meet your goals, including: Human Resources Training: Our Training Essentials Package includes a comprehensive Recruiting Series focused on helping you build a winning team. Strong recruiting strategies lay the foundation for a sustainable competitive advantage. This recruiting series helps you strengthen your brand and frame your unique value proposition to attract top-tier candidates and find the right players to elevate your team. Standard Implementation Training Schedules: Grace Hill offers training schedules to ensure new employees, whether from within or outside the industry, are equipped with the skills and knowledge they need to excel. Through tailored training paths — ranging from risk and compliance to leadership and business development — your team will thrive in their roles, driving both employee satisfaction and operational success. ⚠️But a word to the wise: Don’t forget that the hiring process isn’t just about finding the right candidate; it’s about avoiding the wrong one! Grace Hill has resources to help you recognize some common “red flags” in hiring: Blog: The Top 10 Hiring Red Flags You Need To Avoid Infographic: Top 10 Hiring Red Flags The recruitment process is your chance to showcase your company’s commitment to growth, innovation, and employee success. By pairing a proactive, candidate-centric recruitment process with meaningful opportunities for growth, you’ll not only attract the right talent but also foster a culture that inspires long-term retention and excellence.  Take the next step in transforming your recruitment and training strategy. Partner with Grace Hill to elevate your hiring practices and develop a team that’s ready to lead your organization into the future.  Learn more about Grace Hill solutions or schedule time with one of our experts to see how we can help you meet your recruiting goals this year. Important notes: - Published on: 2025-01-23 08:00:52 - Category: Posts - [Advice for Multifamily Professionals: What You Need to Know About Recruiting Top Talent](https://gracehill.com/blog/multifamily-recruiting-how-to-attract-and-hire-top-talent/): Jump to a Section Craft a Strong Employer Brand Use Data to Guide Recruitment Strategies Be Tailored and Targeted Deliver a Streamlined and Transparent Recruitment Process Ready To Meet Your Recruitment Goals? The multifamily industry is dynamic and competitive, and… ------------------------- # FAQ Series: How to Make Time for Training in Property Management — Part 2 > A frequently asked question in property management training is, “As a training administrator, how can I help employees find time for on-the-job training?” In Part 2 of this 3-part blog series, we address this question and provide you with simple… Full Content: A frequently asked question in property management training is, “As a training administrator, how can I help employees find time for on-the-job training?” In Part 2 of this 3-part blog series, we address this question and provide you with simple yet effective steps to help you engage your learners to want to complete their training more effectively.  How to Make Time for Training in Property Management Part 2 — Planning With Purpose In Part 1 of our three-part series on making time for training in property management, we acknowledged that finding time for employees to complete on-the-job training is one of the biggest challenges multifamily training administrators face. Therefore, the first strategy we covered focused on how to thoughtfully analyze and assess schedules to optimize employees’ time and unlock busy schedules.  By the way, if you haven’t read Part 1 yet, be sure to do so; it’s a quick read! Click here to read Part 1. Once you’ve spent time on personal reflection, identified “time-wasters,” and better understand your employees' daily routines, it’s time to start planning — but with purpose.  And that’s the focus of Part 2 of this blog series, where we look at two key strategies for planning with purpose: removing obstacles that hinder training and designating dedicated time to ensure it becomes a consistent priority.  Let’s explore how these approaches can help you create a more effective and manageable property management training schedule. Clear the Way for Impactful Property Management Training The first step in planning with purpose is to review your notes and observations from the analysis and assessment phase and begin taking action. Identify opportunities to optimize schedules and eliminate inefficiencies.  As a reminder from Part 1, here are some (but not all) of the key areas you need to consider: Meeting efficiency and timing. Processes related to paperwork. Delegation of duties. Scheduling. While not trying to belabor the analysis and assessment phase, it’s a critical step toward making time for training, and these observations will help you identify obstacles that may be standing in the way of effective time management. As an organizational leader, you play a critical role in creating an environment that prioritizes property management training. So, carefully consider what steps you need to take to help your team members overcome these obstacles and succeed. Here are some questions to ask yourself: Can you eliminate unnecessary tasks or meetings?  Is there an area in employees’ daily routines where you could implement a more streamlined process?  Is there a way to address a distraction or solve a recurring issue?  Even a slight adjustment to an employee’s daily routine can free up meaningful time for training in property management, and these incremental changes can compound significantly over time. Remember, optimizing an employee’s schedule doesn’t just free up time for training; it also improves their overall job satisfaction. Employees who feel supported in overcoming challenges are more likely to be engaged and motivated, which benefits both individual performance and team dynamics.  And as we know, engagement matters. In fact, a Gallup study found that “Engaged employees make it a point to show up to work and do more work — highly engaged business units realize an 81% difference in absenteeism and a 14% difference in productivity.” After you’ve taken some steps to clear the way for training, now it’s time to dedicate time to it. Designate Time for Training in Property Management As Steven Covey once famously said, “Most of us spend too much time on what is urgent, and not enough time on what is important." Training for your property management teams is important. But without a designated time, training is far more likely to fall victim to what seems urgent, becoming sidelined and never happening.  Even if no additional time has been freed up, you MUST create the space. This means the next critical step is to evaluate each employee’s day to identify the best possible window for delivering impactful property management training.  It’s easy to feel like there’s no time for training, but let’s approach this with a non-negotiable mindset: Training must happen. So thinking about it that way, if you had to select a 30-minute window for training, which time slot would be the least disruptive?  Six factors to consider when identifying the optimal training time: When is the workload typically the slowest? Are there periods with greater employee coverage to allow flexibility? When do outside requests (calls, walk-ins, etc.) tend to be fewer? Could paperwork or routine tasks be consolidated and shifted elsewhere in the schedule? What time of day appears most feasible for training? When does the employee feel most alert and receptive to learning? While the decision doesn’t have to rest solely with the employee, their input is incredibly valuable. Training scheduled during a time when the employee feels sharp and focused will not only ensure it gets done but also enhance comprehension and retention.  For instance, an employee who dislikes training may perform better during their peak energy hours. Conversely, someone who spends their day interacting with customers might view training as a welcome mental reprieve and prefer it during slower afternoon periods. Something else to consider is this: Impactful training can be accomplished in brief, bite-sized sessions. With Grace Hill, you can access to Sparks, a catalog of fast, focused microlearning courses that learners can complete in 2-5 minutes — now, who doesn’t have time for that? Once these considerations are weighed, an ideal time slot will likely emerge, even if other tasks continue to demand attention. Whatever that time is, make it official. Write it down, and ensure the employee does too. This is now “training time,” a consistent commitment to professional growth. Setting a Foundation of Success Planning with purpose is more than a time management strategy — it’s an investment in your team’s growth and your organization’s success. By removing obstacles and designating intentional time for training, you create an environment where professional development becomes a consistent priority rather than an afterthought. These efforts demonstrate to your employees that their growth matters, fostering higher engagement, better job satisfaction, and improved performance across the board. As you implement these changes, remember that the small steps you take today will lead to significant long-term benefits. Incremental improvements in scheduling and training can have a compounding effect on efficiency, morale, and even your team’s ability to provide exceptional service to residents. Stay tuned for the third (and final) blog in this series, “How To Make Time for Training in Property Management: Part 3 — Prepare To Prioritize,” where we’ll discuss how to maintain momentum and ensure training remains a sustainable part of your property management operations. Together, these strategies will help you build a culture where development thrives, and success becomes second nature. Looking for more ways to transform your training? Check out these resources: Ebook: “5 Ways To Transform Your Training From Average to Amazing” Blog: “10 Quick Tips to Better Training for Property Management” Infographic: “What Does Turnover Really Cost You?” Important notes: - Published on: 2025-01-14 08:00:58 - Category: Posts - [FAQ Series: How to Make Time for Training in Property Management — Part 2](https://gracehill.com/blog/faq-series-making-time-for-training-part-2/): A frequently asked question in property management training is, “As a training administrator, how can I help employees find time for on-the-job training?” In Part 2 of this 3-part blog series, we address this question and provide you with simple… ------------------------- # FAQ Series: How to Make Time for Training in Property Management Part 1 > A frequently asked question in property management training is, "As a training administrator, how can I help employees find time for on-the-job training?" In this 3 part blog series, we will address this question and provide you with 3 simple,… Full Content: A frequently asked question in property management training is, "As a training administrator, how can I help employees find time for on-the-job training?" In this 3 part blog series, we will address this question and provide you with 3 simple, yet effective steps to help you engage your learners to want to complete their training more effectively. How to Make Time for Training in Property Management Part 1 — Analyze and Assess Making time for training in property management is one of the biggest challenges faced by multifamily property professionals. Despite knowing how critical training is for professional growth and operational success, finding the time to prioritize it can feel impossible. Property management employees often juggle full schedules with no room to spare, leaving little space to focus on personal development or team-wide learning. This is a common frustration for training administrators who are tasked with implementing programs but frequently hear, "We just don’t have time." The truth is, no amount of good intentions will create more hours in the day. However, by analyzing your current schedule and incorporating effective time management techniques, it’s possible to carve out those extra minutes you need. In this first part of our three-part series, we’ll focus on how to assess your daily routines and identify opportunities to optimize your time. With the right strategies, those spare minutes can add up to real opportunities for growth — both for individuals and the entire property management team.  Let’s discover how to thoughtfully analyze and assess our schedules to help unlock hidden time in a busy schedule! Time Management: 3 Areas To Analyze and Assess Personal Reflection The phrase “It starts with me” is one sometimes used in discussions on transformational leadership, and when it comes to making time for training in property management, the first and most impactful step starts at the top — with you, the training administrator.  While your days are undoubtedly packed with responsibilities, taking time to reflect on your own time management practices can set the tone for your team and create a ripple effect throughout the organization. Prioritizing time for organization and planning isn’t just about managing your workload; it’s about modeling the importance of intentional time management. By demonstrating a commitment to carving out time for training, you send a clear message to your team that professional development is not just an afterthought but a strategic priority. This helps build a culture where training is seen as essential, not optional. Investing in proactive planning now — whether streamlining your daily schedule, blocking time for specific training initiatives, or identifying low-value tasks to delegate — pays off in the long run. It reduces the chaos of last-minute scrambles and ensures training sessions are effective and sustainable.  When leaders reflect on and refine their own habits, they create a framework that empowers their teams to do the same, making time for growth even amidst the busiest schedules. Identify “Time-Wasters” The first step in making space for training in property management is identifying common “time-wasters” in an employee’s day. Even the most skilled and dedicated team members face universal time management challenges. These can include: Procrastination Inefficiency Duplication of efforts Unnecessary distractions Missed opportunities for delegation.  These habits and occurrences are part of being human and won’t ever disappear entirely, but they can be reduced with a thoughtful approach. By identifying and addressing these patterns, property management teams can recover valuable minutes, turning wasted time into opportunities for growth and development. Minimizing time-wasters is not about perfection — it’s about progress. Even minor improvements can free up time for more meaningful activities, such as focused learning and training sessions.  When employees have the tools to manage their time better, they’re better prepared to take advantage of training opportunities that help them excel in their roles. Understand Daily Routines To make meaningful time for training in property management, it’s essential to understand how employees spend their time during a typical day. Analyzing the daily routines of your team provides valuable insights into time management challenges and opportunities for improvement.  This process isn’t about micromanaging or policing employees — it’s about uncovering hidden inefficiencies and identifying ways to create more room for growth and development. From leasing agents to maintenance staff, start by observing or discussing employees’ day-to-day responsibilities. If your organization is large, focus on a representative from each role. The goal is to pinpoint recurring time drains or inefficiencies that affect everyone in similar positions.  You can gather this information by shadowing employees, asking them to describe a typical workday, or having them maintain a simple time log for a day. Key areas to assess include: Meetings: Are they too frequent, overly long, or lacking focus? Processes: Could paperwork or administrative tasks be streamlined? Task Duplication: Are multiple people handling tasks that only require one? Busy and Quiet Times: When are employees most or least busy? Energy Peaks and Valleys: When do employees feel most productive? Distractions: What do employees identify as their most significant interruptions? Repetitive Work: Are unresolved issues creating unnecessary, repeated tasks? Patterns: Do you see recurring behaviors or challenges that lead to lost time? By collaborating with employees and addressing their time management challenges, you can create a foundation for integrating training into their schedules. This process doesn’t just benefit training efforts — it enhances overall efficiency, job satisfaction, and team performance. Where Do We Go From Here? Making time for training in property management first starts with understanding how time is used today. It may seem like an onerous task you don’t have time for, but it’s an essential step in creating a positive training culture.  And because 2 out of 3 employees say they will likely leave in the next year due to a lack of skills development opportunities, investing in your team is more important than ever. By reflecting on personal habits, identifying common time-wasters, and analyzing daily routines, property managers and their teams can uncover hidden opportunities to create space for growth and development. These small, intentional changes not only make training possible but also improve efficiency, morale, and overall performance. Yes, training multifamily teams in property management is hard, but here’s the best news: You don’t have to figure it out alone! More than 2,400 companies trust Grace Hill’s award-winning training, so you can be confident that you’ll have what you need to educate employees and reduce risk in your organization. And because our Learning Management System is easy to administer, you can focus on what matters most – satisfying residents! Even better, with Grace Hill, you have access to Sparks, microlearning that is fast, focused, and primed for maximum impact. Your employees deserve training that is engaging and relevant, and these 2-5 minute microlearning courses deliver short, focused lessons on real-world situations that multifamily professionals face every day.  🎥 Here’s a video to see the impact and relevance you get with Sparks!   [video width="1920" height="872" mp4="https://gracehill.com/wp-content/uploads/2025/01/Sparks-Microlearning.mp4"][/video]   Because they fit seamlessly into busy schedules, making time for training with Grace Hill just gets easier and easier while helping employees sharpen skills, reinforce knowledge, and boost property performance — without disrupting productivity. Grace Hill’s Learning Management System is easy to administer, so you can focus on what matters most – satisfying residents! While finding time for employees to complete training presents challenges, the positive impact it offers is well worth it. With the proper focus, even the busiest teams can find the time to invest in their future. In the next part of this series — “How To Make Time for Training in Property Management: Planning With Purpose — Part 2” — we’ll dive deeper into practical strategies for how to plan with purpose, prioritizing and scheduling training to ensure it becomes a consistent and valued part of your team’s routine. Looking for more ways to transform your training? Check out these resources: Ebook: “5 Ways To Transform Your Training From Average to Amazing” Blog: “10 Quick Tips to Better Training for Property Management” Infographic: “What Does Turnover Really Cost You?” Important notes: - Published on: 2025-01-03 08:00:51 - Category: Posts - [FAQ Series: How to Make Time for Training in Property Management Part 1](https://gracehill.com/how-to-make-time-for-training-in-property-management-part-1/): A frequently asked question in property management training is, "As a training administrator, how can I help employees find time for on-the-job training?" In this 3 part blog series, we will address this question and provide you with 3 simple,… ------------------------- # The Power of Partnership: What Retail Developers Can Learn from Live-Work-Play Projects >   It’s no secret that properties in the retail sector have faced some daunting challenges over the past decade. Online retailers have been luring customers away from physical retailers, and then the COVID-19 pandemic encouraged even more households to shop… Full Content:   It’s no secret that properties in the retail sector have faced some daunting challenges over the past decade. Online retailers have been luring customers away from physical retailers, and then the COVID-19 pandemic encouraged even more households to shop for a broader range of goods and services online. But not all shopping centers have suffered. Many retailers in mixed-use communities have thrived before, during, and since the pandemic. What accounts for their relative success? First, retailers often perform better in mixed-use communities because shoppers like the environment. As Grace Hill discussed in a recent ebook on live-work-play communities, apartment dwellers and office workers enjoy living and working in these neighborhoods. Similarly, consumers appreciate the vibrancy afforded by having complementary land uses in close proximity, as they do in many downtowns. There are also a host of other factors specific to retailing that improve the odds of success  mixed-use developments. For example, these communities provide a built-in consumer base for retailers, attracting a wide range of people, including residents, workers, and visitors who engage in different activities at different times of the day. It all leads to greater foot traffic for stores throughout the day. Moreover, the diverse land uses in mixed-use centers — such as restaurants, entertainment venues, and other amenities — give consumers more reasons to spend additional time in the area. These longer “dwell times” benefit retail businesses as consumers often patronize multiple establishments when they visit. Thus, the synergy of various types of businesses results in more opportunities for cross-shopping. Accessibility is another clear advantage for customers. With a range of goods and services available within walking distance or a short drive for residents and workers, mixed-use neighborhoods encourage more on-site activities. Shoppers appreciate the convenience of being able to easily get from their apartment or office to the grocery store, gym, coffee shop, etc. often without the need to get in a car and then find parking. Integrating different land users also promotes a sense of community, which can increase customer loyalty. In all of these ways, the physical configuration and diversity of complementary land uses help drive retail success in mixed-use communities. Understanding the Consumer  Still, proximity alone does not guarantee success if the retail mix does not match local tastes or otherwise generate interest among shoppers. That’s why it is essential for the retail center manager to determine the needs and preferences of the target consumers. How can management gain this knowledge? The most effective approach is direct engagement with local residents and workers. Management should conduct regular surveys to understand their attitudes, shopping habits, and concerns. They can also assemble small groups of residents and workers for periodic discussions to obtain more detailed insights. The views of other visiting shoppers are also vital to ascertain and can be obtained through intercept surveys. Sometimes, old-fashioned methods also work. For example, managers can place feedback boxes in common areas of the multifamily building to collect anonymous suggestions. They can also monitor social media using relevant hashtags and keywords to understand residents' sentiments and preferences. These approaches are easiest to execute when there is a single management firm covering all the property types in the community. But even when there are separate management teams, surveys can still be effectively deployed through partnership agreements to distribute questionnaires and gather resident and consumer input. In many cases, individual retailers conduct their own customer surveys, so there may be ways to collaborate with them on information gathering as well. What’s Working? What’s Not? In all of these methods, the primary goal is to determine what consumers like about the community, especially where improvements can be made. Topics may include the mix of retailers or how the center is operated. For example, the surveys may ask what types of stores or services the shoppers wish were available, including specific brands. Also key is to gauge what factors influence their decision to shop within the community rather than elsewhere. For example, what challenges do they face when living, working, or visiting the community, what do they like most and least about the current experience, and what factors influence their decision to choose a specific retailer? Underlying these questions is the quest to fully understand the existing customer base and identify what consumers may be missing. For example, is there a discrepancy between the demographic profiles of community residents and shoppers that could point to opportunities to attract other consumers who may be deterred from visiting the center? Is the center doing enough to attract visitors who neither live nor work in the community? Finally, managers will want to know if there are modifications to the center’s operations that would raise consumer satisfaction and ultimately increase patronage. Do shoppers feel safe? Are stores and spaces easy to access on foot or by car? Would other services, like delivery or curbside pickup, improve the experience? Surveys of consumers, residents, and workers can provide property managers with invaluable insights into how their retail centers can be optimized. The retail mix can be tweaked to attract more customers and improve resident satisfaction, which will ultimately increase retention. Moreover, by conducting these surveys regularly over time, managers can assess the effectiveness of their actions. Contact Grace Hill today to learn more about our comprehensive survey solutions for commercial and multifamily real estate. Important notes: - Published on: 2024-12-12 13:19:27 - Category: Posts - [The Power of Partnership: What Retail Developers Can Learn from Live-Work-Play Projects](https://gracehill.com/what-retail-developers-can-learn-from-live-work-play-projects/):   It’s no secret that properties in the retail sector have faced some daunting challenges over the past decade. Online retailers have been luring customers away from physical retailers, and then the COVID-19 pandemic encouraged even more households to shop… ------------------------- # 6 Must-Have Leadership Skills: How to Create a Culture of Respect in Property Management > Creating a workplace culture rooted in civility and respect is essential for effective leadership and organizational success. A respectful environment fosters collaboration, boosts morale, and enhances productivity, while the absence of civility can lead to conflict, disengagement, and high turnover.… Full Content: Creating a workplace culture rooted in civility and respect is essential for effective leadership and organizational success. A respectful environment fosters collaboration, boosts morale, and enhances productivity, while the absence of civility can lead to conflict, disengagement, and high turnover. For leaders of property management companies, it’s your responsibility to model and promote behaviors that inspire trust and mutual appreciation among team members. Property management companies play a vital role in maintaining harmonious relationships not only with tenants or residents but also within their own teams. In an industry that often requires navigating diverse perspectives and resolving conflicts, fostering a culture of civility and respect is more than just a best practice — it’s a necessity. By prioritizing respectful interactions and encouraging open communication, leaders can strengthen team dynamics, enhance customer service, and build a reputation for professionalism that sets their organizations apart.  In this blog, we’ll explore six essential leadership skills that can help you cultivate a workplace where civility and respect thrive, ensuring a positive and inclusive environment for everyone. Jump to a Section  Why Civility and Respect Matter in the Property Management Workplace 6 Leadership Skills That Promote Civility and Respect Leadership Training That Builds a Culture of Civility and Respect Why Civility and Respect Matter in the Property Management Workplace It’s easy to simply agree that civility and respect matter in the workplace, particularly for property management companies where managing diverse teams, navigating tenant interactions or resident concerns, and resolving conflicts require leaders and employees to consistently demonstrate professionalism and empathy.  A workplace grounded in these principles fosters better communication among staff, enhances problem-solving capabilities, and builds trust with residents and tenants alike. So, by embedding civility and respect into the organizational culture, property management companies can create a more cohesive and motivated workforce while elevating their reputation for delivering exceptional service in a competitive market. But before we can consider “how,” it’s important to understand “why.” Let’s start with definitions.  Civility is a collection of positive behaviors that include treating people with respect, courtesy, consideration, and kindness — showing politeness in behavior, speech, and interactions. It involves treating others with dignity, acknowledging their inherent worth, and maintaining a considerate demeanor, even during disagreements. Teams function better and employees are healthier and more engaged in such environments.  Respect, on the other hand, goes a step further by recognizing and valuing the perspectives, abilities, and contributions of others. While civility ensures that interactions remain professional and polite, respect fosters deeper connections and understanding, creating an atmosphere of trust and mutual appreciation.  Together, civility and respect form the foundation for positive interpersonal relationships in any setting. In the workplace, civility and respect mean fostering an environment where all employees feel valued, heard, and safe to express themselves. It involves open communication, active listening, and a willingness to consider diverse viewpoints.  Beyond preventing hostility or discrimination, a workplace built on civility and respect encourages collaboration, boosts morale, and enhances job satisfaction. And when one or both are absent, performance, morale, and creativity suffer.  When these principles are consistently practiced, they not only strengthen workplace relationships but also drive productivity and innovation by creating a culture where everyone can thrive. Let’s discuss what that looks like in practice. 6 Leadership Skills That Promote Civility and Respect in the Property Management Workplace A workplace built on civility and respect isn’t just a pleasant ideal — it’s a critical factor for organizational success. Property management companies operate in a dynamic and often high-pressure environment, making civility and respect indispensable for maintaining both internal harmony and resident or tenant satisfaction.  The ability to cultivate a respectful workplace directly impacts team morale, resident/tenant relationships, and overall organizational success. By embedding these values into their leadership practices, leaders in property management companies have the unique opportunity to influence not just their teams but the broader communities they serve. In doing so, they create a foundation of trust, collaboration, and mutual respect that benefits every aspect of their business. Employees who feel valued and respected are more engaged, productive, and willing to collaborate effectively. As a property management company leader, your role in shaping this kind of environment is paramount. By modeling positive behaviors and implementing strategies that promote inclusivity and recognition, you can create a workplace culture where everyone thrives. Here are six practical leadership skills that property management company leaders should hone to help foster civility and respect within their teams. Implementing these six tips will set the stage for a stronger and more cohesive organization.  1. Be an active listener.  Focus on the person speaking to you, and listen without interrupting. Use brief, positive responses to keep conversations going and to show you are listening. Ask clarifying questions and summarize responses back to check your understanding.  Be aware of your body language and your tone throughout conversations. Body language is something all humans use — consciously or not. With some thought, intention, and practice, you can improve your body language when interacting in your community to send clear signals that you are interested and engaged. Grace Hill has several “Express” courses to help you develop people skills. These Express courses are only five minutes long but cover important topics, such as “Win Over With Body Language,” “The Approachability Advantage,” “Empathy in the Workplace,” and more! 2. Create an inclusive property management environment.  An inclusive work environment is one in which all employees can use their professional skills, talents, and experiences and where ideas and contributions are valued and sought after by property management and other team members. Ultimately, the goal of embracing diversity is creating a team where people from all backgrounds are encouraged to share their unique talents. For leaders at property management companies, creating an inclusive environment is particularly important given the diversity of both the teams they manage and the communities they serve. Encouraging employees from all backgrounds to share their unique skills and perspectives fosters innovation and enhances problem-solving — key factors in effectively managing properties and tenant relationships.  By actively seeking input from every team member and valuing their contributions, property management leaders can build a workplace culture that reflects the inclusivity they aim to promote in their interactions with residents, tenants, and vendors. 3. Acknowledge people.  Don’t assume people know you appreciate them or respect their contributions. Instead, make a plan to acknowledge people. From small gestures like a simple “hello” or a thank you note to more public recognition in a meeting or an annual award, acknowledgement is essential. However, make sure acknowledgments are sincere; if employees feel they are not genuine, they can be counterproductive. Acknowledging employees’ contributions takes on added significance due to the multifaceted challenges of the property management industry. Whether it’s recognizing a maintenance team member for resolving a critical issue quickly or appreciating an onsite leasing team member for providing exceptional resident support, tailored and sincere acknowledgment boosts morale and reinforces a culture of respect.  By celebrating both individual and team achievements, leaders can show employees that their hard work directly contributes to the company’s success, fostering loyalty and a stronger sense of purpose. 4. Remember that actions can speak louder than words.  How you handle stress, navigate unexpected (or expected) changes, and deal with setbacks will either positively or negatively impact your team. You don’t lead in a vacuum; your actions matter. As renowned author and leadership expert Stephen Covey has said, “What you do has far greater impact than what you say."  Developing professional skills and strategies that help your teams flourish in the face of challenges is a crucial leadership skill to learn. But this also includes delegating important tasks, being open to contributions and feedback, showing your support, and letting employees pursue creative ideas.  Trust and respect flow when your actions match what you say. From learning how to properly manage workplace stress and successfully coach your teams through change to boosting your emotional intelligence and improving your patience, Grace Hill has professional skills training that sets you and your teams up for success. 5. Set a positive example.  Leaders and team members alike are expected to engage with one another thoughtfully, resolve conflicts constructively, and uphold professional boundaries. But as a property management company leader, you are the primary catalyst for spreading civility. Remember this: Someone is always watching, which means it’s equally important that you avoid the tendency to engage in gossip or other forms of negative communication because you’d be surprised how much your example can influence others.  While a solid foundation of strong leaders is essential for the success of any property management company, learning to lead well doesn’t come naturally for everyone; it takes training. Fortunately, Grace Hill offers a robust selection of leadership training courses that focus on the fundamentals of leadership, such as communication, problem-solving, and decision-making.  Here is a small sample of the course topics Grace Hill provides: Building a Team Culture Conflict Resolution Using Empathy To Develop Meaningful Connections With Others 6. Provide civility training. Don’t assume people naturally know how to be civil and respectful. Even well-intentioned people may not have the skills or have had models of civility in their lives. Training employees by being explicit about the importance of civility, providing examples of civil and uncivil behavior, and giving opportunities to practice using real-world scenarios is critical. The property management industry requires a unique set of interpersonal skills from leaders, so providing civility training is especially important. From navigating tenant disputes to collaborating with diverse teams, employees often face situations where professionalism and respect are tested.  Tailored training can equip staff with the tools to handle these challenges gracefully, emphasizing real-world scenarios like resolving maintenance conflicts or communicating effectively with residents and tenants. By investing in this training, property management leaders will foster a more cohesive and respectful workplace and ensure better outcomes in resident/tenant relations and team dynamics. Leadership Training for That Builds a Culture of Civility and Respect in Property Management Companies Fostering a workplace culture rooted in civility and respect isn’t just a leadership skill — it’s a commitment to creating a property management environment where every team member feels valued and empowered. By practicing active listening, encouraging inclusivity, acknowledging contributions, and modeling positive behavior, leaders can establish a foundation of trust and collaboration.  While creating a property management company culture marked by civility and respect takes purposeful, ongoing effort, the rewards are well worth it. By providing training and support that equips employees with impactful leadership skills, you set the stage for success. Grace Hill’s Training takes the guesswork out of building your training program with industry-specific content and a user-friendly platform that boosts performance! Create a culture where everyone feels respected and valued, regardless of background, beliefs, or identity with our DEI Boosters that include “Creating a Civil and Respectful Workplace.”  If you’re ready to strengthen your leadership abilities and cultivate a workplace where civility and respect thrive, Grace Hill has comprehensive solutions to help. Reach out and start building your ideal workplace culture today! Important notes: - Published on: 2024-11-27 08:00:47 - Category: Posts - [6 Must-Have Leadership Skills: How to Create a Culture of Respect in Property Management](https://gracehill.com/blog/creating-a-civil-and-respectful-workplace/): Creating a workplace culture rooted in civility and respect is essential for effective leadership and organizational success. A respectful environment fosters collaboration, boosts morale, and enhances productivity, while the absence of civility can lead to conflict, disengagement, and high turnover.… ------------------------- # Creating Lasting Value: How Smart Upgrades Drive Commercial Portfolio Performance > Tenant satisfaction isn’t just a checkbox — it’s a cornerstone for attracting new tenants and retaining current ones, which in turn strengthens the property’s performance and value. However, knowing where to start can be challenging. Tenant surveys are one of… Full Content: Tenant satisfaction isn’t just a checkbox — it’s a cornerstone for attracting new tenants and retaining current ones, which in turn strengthens the property’s performance and value. However, knowing where to start can be challenging. Tenant surveys are one of the most effective ways to pinpoint what’s working and where improvements are needed. Tailored surveys provide actionable insights, enabling property owners to address shortcomings and prioritize smart investments in areas that matter most to tenants.  Happy tenants are more likely to renew, creating stability and increasing asset value. But it’s important to note that impactful strategic improvements in CRE extend beyond cosmetic upgrades. With tenant priorities guiding decision-making, this blog explores six powerful strategies property owners should consider to create lasting value and drive portfolio performance.  6 Commercial Real Estate Strategies for Driving Value and Portfolio Performance  Sustainability Initiatives and Energy Efficiency Flexible Lease and Space Options Enhanced Tenant Amenities and Shared Spaces Smart Building Technology Improved Tenant Communication and Engagement Health and Wellness Features How To Know Which Upgrades Are Right for Your Property 1. Sustainability Initiatives and Energy Efficiency  Adopting green building practices is a powerful way for property owners to cut operational costs while attracting eco-conscious tenants. With utility costs consistently rising due to increased energy demand and market instability, Environmental, Social & Governance (ESG) priorities are growing in importance. Many businesses prioritize reducing their carbon footprint today, so having a LEED certification or other sustainability credentials can set a property apart in competitive markets. Because of this, some property managers are making upgrades that highlight their commitment to sustainability and ESG. Prioritizing energy-efficient upgrades allows tenants to reduce their utility bills, which adds direct value to their experience. For commercial organizations, conducting third-party surveys can increase your GRESB score and give insight into what sustainability initiatives matter most to your tenants. These can be large- or small-scale solutions, but they can make a significant impact. Some examples of this might include: Advanced HVAC systems Double-paned windows Energy-saving window treatments Additional insulation Motion-detecting lights Low-flow aerators LED lighting In some cases, property owners may even qualify for tax credits on specific energy-efficient improvements. Consulting local energy providers or government programs can provide valuable insights into available incentives and potential cost savings. The important thing to understand, though, is that ESG initiatives provide a significant benefit to CRE owners and aren’t simply government mandates. In fact, the primary drivers of ESG reporting come from the industry itself, and these voluntary efforts are widely adopted throughout the real estate sector primarily due to competitive market pressures from socially-conscious tenants, clients, and investors. Regardless, the benefits of incorporating ESG initiatives can’t be overlooked because they help CRE property owners: Differentiate your portfolio. Understand stakeholder priorities. Prioritize investments. Increase asset value.  By implementing sustainability initiatives and prioritizing energy efficiency, commercial real estate property owners not only meet growing ESG expectations but also position themselves as leaders in a competitive, eco-conscious market. Embracing these changes can enhance property value, attract mindful tenants, and create long-term savings, making sustainability a smart investment for the future. 2. Flexible Lease and Space Options  The commercial real estate market is dynamic, and offering flexible space configurations and adaptable lease terms can be a game changer. By creating adjustable layouts or adding coworking areas, property owners empower tenants to scale up or down as their business needs evolve. This approach not only enhances tenant retention but also attracts a diverse range of businesses that value versatility. Maximizing vacant space with flex office setups or month-to-month lease options can provide a steady income stream and make the property more appealing to prospective tenants. Flexible lease terms are desirable to tenants looking for contract options that align with their unique operational needs. By making flexibility a key factor, property owners position themselves to increase tenant satisfaction and improve tenant retention rates. 3. Enhanced Tenant Amenities and Shared Spaces Enhancing tenant amenities and shared spaces is a strategic investment that can significantly boost a property’s value and drive long-term portfolio performance. Studies predict that by 2025, CRE properties that incorporate a diverse roster of amenities will experience 12% higher demand from tenants versus their plain commodity counterparts. The truth is modern tenants seek more than office space — they value a sense of community and convenience.  As tenant expectations evolve, offering amenities such as fitness centers, coworking areas, rooftop lounges, and social gathering spaces has become essential to remaining competitive. Research shows that “outdoor space is one of the top amenities tenants are searching for, but only 25% say they have access to fresh air in their offices,” making this an area of focus for many CRE property owners.   Other amenities like bike storage, childcare options, or pet-friendly facilities can further differentiate a property, making it more attractive to current and potential tenants. These amenities attract high-quality tenants and encourage longer leases by fostering a sense of community and convenience. Additional ideas for re-imagining spaces include: Converting vacant spaces into shared conference or training rooms. Turning basements into shared exercise facilities. Revamping an unused area for a childcare center for employees who work onsite. Well-maintained amenities contribute to a positive tenant experience, which reduces turnover and the costs associated with frequent re-leasing. Ultimately, by prioritizing shared spaces and amenities, property owners can build a lasting brand reputation, strengthen tenant loyalty, and establish a competitive edge in the market.  With so many options, how do you know which is best for your specific tenants? It requires intentionality. A well-planned engagement survey can give you the insight you need to make key amenity investment decisions that deliver the experiences your tenants crave. Looking for more data on amenities? Access this exclusive report analyzing tenant amenity preferences! 4. Smart Building Technology Investing in smart building technology offers property owners a compelling path to enhance portfolio value and improve long-term performance. Smart technology optimizes building operations through automation and data-driven insights, enabling properties to run more efficiently and with lower operating costs.  For instance, smart HVAC systems use real-time occupancy data to adjust heating and cooling, reducing energy consumption and, consequently, utility expenses. These savings not only boost net operating income (NOI) but also increase property appeal as tenants and buyers increasingly prioritize sustainable, energy-efficient buildings. Moreover, smart building technology strengthens tenant satisfaction and retention, which directly impacts occupancy rates and revenue. Features like app-based access controls, digital work orders, and automated lighting systems contribute to a more convenient and comfortable tenant experience, fostering loyalty and reducing turnover.  Smart technology also supports predictive maintenance, helping property managers address issues before they disrupt tenants or escalate into costly repairs. These advancements position smart buildings as modern, desirable spaces, increasing their market value and future-proofing portfolios in an increasingly tech-focused real estate market. 5. Improved Tenant Communication and Engagement  Regular communication and transparent engagement with tenants foster a positive relationship that goes beyond the lease agreement, directly impacting tenant retention rates and overall satisfaction. By encouraging open lines of communication, property owners can address tenant needs swiftly and reduce turnover, decreasing vacancy periods and associated leasing costs.  Engaged tenants are more likely to take pride in their living spaces, maintain them well, and stay for longer lease terms. This reduces the financial drain of frequent tenant turnover and strengthens a property’s overall stability and appeal. The conversation cannot start at lease renewal time. Creating a feedback loop, such as regular satisfaction surveys, can also help owners stay aligned with evolving tenant needs and preferences and promptly (and proactively) address issues.  Beyond retention, consistent communication and engagement build trust, which can improve a property’s reputation and attract high-quality tenants. When tenants feel heard and valued, they are more likely to recommend the property to others, contributing to a strong, community-oriented environment that enhances the property's appeal.  This reputation boost can result in higher occupancy rates, enabling owners to set competitive rental rates that drive revenue. In this way, tenant engagement not only creates a better living experience but also becomes a proactive strategy for improving asset performance, reducing costs, and maximizing long-term investment returns. 6. Health and Wellness Features  Investing in health and wellness upgrades is a highly effective strategy for property owners aiming to boost portfolio performance and long-term value. In recent years, the demand for spaces that support healthy lifestyles has surged as tenants increasingly prioritize physical and mental well-being. In fact, according to JLL’s Regenerative Workplace Report, “One-third of the workforce does not have access to any amenities supporting their health and wellbeing—and they’re craving it.” Especially in office and mixed-use spaces, tenants appreciate wellness-oriented improvements, like enhanced air filtration systems, access to natural light, green spaces, and ergonomic workspace designs. These types of upgrades not only create healthier environments but also reduce energy costs, enhance tenant satisfaction, and improve retention rates.  Studies show tenants are more likely to stay in and recommend properties that prioritize wellness, which translates into reduced turnover and increased occupancy — key factors that drive revenue growth and maximize portfolio performance. Properties with wellness-focused features appeal to a broader audience, including individuals and businesses keen on aligning with spaces that support sustainable and healthy living. Wellness-oriented buildings often achieve premium pricing and lower vacancy rates, especially as wellness continues to play an integral role in tenant decision-making.  Investing in wellness features adds lasting value to a property and contributes to long-term portfolio performance. Health-focused amenities align with Environmental, Social, and Governance (ESG) initiatives, attracting institutional investors who prioritize sustainability and wellness. They can also lead to energy savings, reduced maintenance costs, and healthier indoor environments, all of which support operational efficiency.  By focusing on these tenant-centric strategies, property owners can make improvements that do more than enhance physical appeal; they create a functional, sustainable, and flexible space that promotes tenant retention, attracts high-quality occupants, and drives long-term asset value. How To Know Which Upgrades Are Right for Your Commercial Real Estate Property Making improvements and investments is key to a successful property. However, to know which upgrades will create the most value, the bottom line is this: Start with a survey. Resources are limited, and decisions shouldn’t be made without measured and reliable data that help you determine what amenities and features your tenants actually want.  Strategic commercial real estate improvements are more than just property upgrades; they’re an investment in tenant retention and asset performance. But without understanding your tenants’ perceptions, it is difficult to know where to focus your time, resources, and investment.  KingsleySurveys can help you make data-driven decisions. For nearly 35 years, KingsleySurveys has been a trusted partner to the world’s leading CRE organizations.  How Grace Hill’s KingsleySurveys solution helps you create lasting value:  It helps raise your ESG standards and GRESB score: Your ESG standards highlight your organization’s commitment to ongoing sustainability objectives. Responding to tenant sustainability priorities with a third-party survey can improve tenant satisfaction and increase your GRESB score. It provides access to The Kingsley Index™: The Kingsley Index is the most comprehensive industry database and allows comparative analysis of survey data to specific benchmarks for the office, industrial, medical, and retail sectors. By comparing your results to the Kingsley Index, you can earn Kingsley Excellence Award recognition for outstanding performance that helps you stand out from the competition. CRE executives who understand true tenant satisfaction will increase renewals, attract new tenants, and build asset value. It offers robust and customized reporting: KingsleySurveys includes a robust reporting engine with visual dashboards and analysis from Grace Hill experts.  We help summarize customer survey results to translate critical performance data into actionable insights for you and your team. Making the right upgrades means focusing on what your tenants truly value. By leveraging insights from Grace Hill’s KingsleySurveys, you can make informed, strategic decisions that align with tenant needs and preferences while supporting your property’s ESG and GRESB goals.  With access to industry benchmarks and actionable data from customized reporting, you’re equipped to implement improvements that not only boost tenant satisfaction but also enhance your property’s market appeal and long-term performance. Investing in tenant-focused upgrades doesn’t just elevate your property; it creates a lasting competitive edge in an evolving commercial real estate landscape. When making impactful upgrades and financial property investments, you have a choice: comprehensive survey tools that capture actionable data or gut instinct. Which will you choose? KingsleySurveys is the industry’s trusted solution for delivering actionable insight. Isn’t it time to stop making decisions in the dark? Contact Grace Hill today to learn how our tenant surveys can improve your portfolio performance. Important notes: - Published on: 2024-11-19 09:04:20 - Category: Posts - [Creating Lasting Value: How Smart Upgrades Drive Commercial Portfolio Performance](https://gracehill.com/blog/how-smart-upgrades-drive-commercial-portfolio-performance/): Tenant satisfaction isn’t just a checkbox — it’s a cornerstone for attracting new tenants and retaining current ones, which in turn strengthens the property’s performance and value. However, knowing where to start can be challenging. Tenant surveys are one of… ------------------------- # How To Make Virtual Apartment Tours That Convert to Sales > Virtual apartment tours and virtual leasing have become essential tools for leasing agents, yet they serve distinct purposes within the leasing journey. Understanding the differences between these two approaches can help agents craft a more efficient, customer-centered experience.  Virtual tours… Full Content: Virtual apartment tours and virtual leasing have become essential tools for leasing agents, yet they serve distinct purposes within the leasing journey. Understanding the differences between these two approaches can help agents craft a more efficient, customer-centered experience.  Virtual tours provide a digital walkthrough of the property, allowing prospective renters to explore layouts, amenities, and the overall feel of the space from any location. However, virtual leasing goes beyond showcasing the property, enabling the complete leasing process to be conducted online.  Together, these tools streamline the renter’s experience and empower agents to convert interest into signed leases more efficiently. In this blog, we’ll cover three easy ways to ensure your virtual apartment tours are converting to sales. Jump to a Section Virtual Apartment Tours vs. Virtual Leasing 3 Strategies To Create Virtual Apartment Tours That Convert to Sales The Time Is Now To Optimize Your Virtual Apartment Tours Virtual Apartment Tours vs. Virtual Leasing: The Difference Matters Before we dive into how virtual leasing sets the stage for sales success, it’s essential to first understand the difference between virtual apartment tours and virtual leasing. They are NOT the same thing; they represent distinct aspects of the leasing process, each with unique benefits. Understanding the difference between the two can be especially important for leasing agents aiming to streamline their workflows and offer an enhanced experience to prospective renters. Virtual Tours Virtual Tours are online, interactive property walkthroughs designed to give potential renters a clear sense of a unit’s layout, amenities, and overall vibe. These tours can take various forms, from 360-degree photos and video tours to fully immersive 3D experiences.  Virtual tours make it easy for renters to explore a property from anywhere, allowing them to visualize the space before they step foot on the property. For leasing agents, providing virtual apartment tours is a way to engage interested renters early, helping them understand if the unit fits their needs and lifestyle, saving time for both parties in the selection process. Virtual Leasing Virtual Leasing, on the other hand, goes a step beyond showcasing the property by providing a fully digital platform for the leasing process itself. From applications and credit checks to lease signings and payment setups, virtual leasing enables renters to complete all aspects of the leasing process online.  This approach not only offers convenience but also allows leasing agents to manage applications, communicate with prospects, and finalize leases without face-to-face interactions. Virtual leasing is especially beneficial in today’s fast-paced, remote-friendly world, enabling agents to move leads smoothly through the pipeline and allowing renters to secure units quickly and efficiently. To sum it up, virtual apartment tours introduce a property; virtual leasing completes the deal. Together, they provide a comprehensive digital leasing experience that meets the demands of modern renters and makes life easier for busy leasing agents. Now that you understand the difference between virtual tours and virtual leasing, let’s dive in and discuss three important things you can do to set your virtual apartment tours up for success! Do These 3 Things To Create Virtual Apartment Tours That Convert to Sales For leasing agents, optimizing virtual tours to drive conversions requires a mix of strategic planning, engaging content, and follow-up tactics. Here are three essential steps to enhance the impact of your virtual apartment tours and boost leasing success: 1. Showcase Key Selling Points Clearly and Concisely Effective virtual apartment tours should highlight the property’s most attractive features in a way that resonates with potential renters. Leasing agents should focus on the aspects that are likely to matter most — spacious layouts, updated appliances, high-end finishes, natural lighting, and any unique amenities, such as a fitness center or pet-friendly spaces. It’s helpful to consider the property’s target audience and tailor the tour to emphasize what they’ll find most appealing, keeping the tour length manageable to hold viewers’ attention. It’s recommended to keep virtual tours between 90 seconds to two minutes, according to Realync, a multifamily-specific virtual touring app. Grace Hill Expands Its Innovation With the Acquisition of Realync In addition to showcasing these high-demand features, leasing agents can further enhance virtual tours by using strategic framing and pacing to make the property feel spacious and inviting. For example, wide-angle shots can capture the full scope of each room, giving prospective renters a sense of scale and flow. Pausing momentarily in key areas, such as a sunlit living room or a newly remodeled kitchen, allows viewers to take in the details that make the space special.  For properties with unique or flexible layouts, it can be effective to highlight how different areas can be used, such as demonstrating a nook that could double as a workspace or a dining area that opens seamlessly onto a balcony.  By thoughtfully curating each shot, leasing agents can guide viewers through a realistic experience of the property, making it easy for them to imagine living there and strengthening their emotional connection to the space. 2. Provide Engaging Narration and Personalized Insights Narration during virtual apartment tours can add depth to the experience, giving prospective renters a sense of connection with the space and the agent. A leasing agent’s voiceover can provide context for each area, describe how the space can be used, and offer personal insights or tips that make the property feel like home.  For example, take Kiya Ruggeberg, a leasing agent turned assistant manager at Trilogy. Known for her personal touch in virtual tours, Kiya uses Realync, a Grace Hill solution, to quickly create tours on her own, complete with voiceovers. Agents can follow Kiya’s lead and also mention nearby attractions or popular local amenities, connecting the property to the broader neighborhood. This added context can make the space more memorable and help prospective renters envision living there, which can be a powerful motivator in the decision-making process. Adding a personal touch to the narration can also build trust and rapport, making renters feel more comfortable and confident about renting at your property. Sharing relatable details about how the space can enhance daily life encourages renters to emotionally invest in the unit, seeing it as more than just a set of rooms. But don’t just take our word for it. Kiya confirms, “Personalized video tours have helped me build stronger relationships with both prospects and renters.”  Additionally, by addressing common questions during the tour — such as storage options, parking availability, or community features — agents can proactively address concerns that might otherwise delay a renter's decision. This informative, friendly approach can set the tone for a smooth, engaging leasing process and leave renters feeling well-informed and excited to take the next steps. 3. Offer Seamless Follow-Up Options and Virtual Leasing Support To keep leads engaged after the tour, leasing agents should ensure there’s a clear and immediate path for follow-up. This could mean adding clickable links within the video for scheduling in-person tours, applying online, or chatting with an agent in real time. In fact, the Realync platform enables leasing teams to add a call-to-action banner at the top of their virtual tours.  Making it easy for viewers to take the next step minimizes the friction between the initial interest and final commitment. Additionally, offering virtual leasing options — like digital applications and lease signings — allows prospects to complete the process online, making it easier for them to commit without delays. A seamless follow-up process can be further enhanced by incorporating personalized, timely follow-up communications. After a virtual tour, leasing agents can use automated email or SMS systems to send tailored messages that recap the property’s features and answer any questions the prospective renter may have raised during the tour.  However, if leasing agents struggle to get a response via a plain email or SMS, consider sending a video follow-up. Leigh Lyman, a leasing and marketing associate with JVM Realty, used this tactic with the Realync platform to keep her property top of mind for prospects after a tour. Leigh shared, “My prospects wouldn’t respond to my emails. So I had this idea of sending them follow-up emails with videos to give them a ‘sneak peek’ of their potential floorplans again.” Her outcome? Leigh’s prospects responded, with four of them signing leases in the same week. Providing relevant information, such as available move-in dates, current lease specials, or nearby amenities, demonstrates attentiveness and helps build rapport. For prospects who show interest, leasing agents can offer live virtual meetings or one-on-one video calls to address any specific concerns and guide them through the leasing process.  By focusing on these elements, leasing agents can create an engaging and effective virtual apartment tour process that not only showcases the property well but also drives renters toward conversion. The Time Is Now To Optimize Your Virtual Apartment Tours Incorporating a compelling virtual tour process can transform a renter’s journey. By carefully crafting virtual tours that highlight key features, providing personalized narration, and offering seamless follow-up options, leasing agents can create a memorable, engaging experience that builds a genuine connection between prospective renters and the property.  Ready to optimize your virtual tour process and drive more conversions? Talk to our team today to hear more about Realync and make sure your virtual apartment tours stand out, keep leads engaged, and close more leases efficiently! Important notes: - Published on: 2024-11-14 08:00:16 - Category: Posts - [How To Make Virtual Apartment Tours That Convert to Sales](https://gracehill.com/blog/3-ways-to-make-virtual-apartment-tours-convert-to-sales/): Virtual apartment tours and virtual leasing have become essential tools for leasing agents, yet they serve distinct purposes within the leasing journey. Understanding the differences between these two approaches can help agents craft a more efficient, customer-centered experience.  Virtual tours… ------------------------- # What Is the Best Leasing Agent Certification? > Navigating the multifamily property industry can be both rewarding and challenging, especially for apartment leasing agents striving to excel in their roles. One of the most valuable steps you can take to boost your career is obtaining a reputable leasing… Full Content: Navigating the multifamily property industry can be both rewarding and challenging, especially for apartment leasing agents striving to excel in their roles. One of the most valuable steps you can take to boost your career is obtaining a reputable leasing agent certification.  Among the options available, the Certified Apartment Leasing Professional (CALP) certification stands out as the first certification you should consider. Designed specifically for those working in apartment leasing, CALP not only enhances your knowledge and selling skills but also serves as a powerful tool for professional recognition and advancement. In this blog, we will explore the importance of CALP certification and why it’s a smart investment for any leasing agent looking to make a lasting impact in the industry. Jump to a Section What is the best leasing agent certification? Why should an apartment leasing agent become CALP-certified? Is the CALP certification right for you? How to Become a CALP-Certified Leasing Agent with Visto What is the best leasing agent certification? If you work as an apartment leasing agent in the multifamily property industry, the Certified Apartment Leasing Professional (CALP) certification is the first certification you should obtain. CALP can help you learn more about leasing, enhance your selling skills, and gain recognition in your career.  The CALP certification is perfect for professionals who primarily deal with apartment leasing in day-to-day operations. This course is also highly recommended for leasing consultants, concierges, and career changers with hospitality, retail, or customer service experience. Why should an apartment leasing agent become CALP-certified? Becoming CALP-certified is a smart step for any apartment leasing agent looking to excel in their career. The CALP program is designed to equip agents with essential knowledge and skills, from mastering leasing fundamentals and refining sales techniques to understanding key legal aspects. This leasing agent certification isn’t just a resume booster; it’s a way to build confidence, enhance performance, and open doors to new career opportunities.  Here’s why CALP certification is an invaluable asset for leasing agents ready to make a lasting impact in the industry. Build a Foundation in Apartment Leasing A CALP certification is the best way to learn the ins and outs of apartment leasing. From conducting a leasing interview to retaining residents, CALP gives you the tools you need to succeed.  This comprehensive program offers in-depth training that goes beyond basic leasing practices, allowing you to develop a well-rounded skill set that is critical for success in the industry. Through CALP certification, you’ll gain a better understanding of: Prospective Resident Screening Apartment Leasing Policies and Procedures Reputation Management Relationship-Building Fair Housing Laws And More! In addition to these foundational elements, CALP certification provides valuable insights into market trends and customer preferences, empowering you to make informed decisions that align with your property’s goals. By building a solid foundation in leasing through CALP, you set yourself up for long-term success in your career, equipped with  Improve Your Sales Skills In a competitive market, strong selling skills are essential for apartment leasing professionals who want to stand out and drive occupancy rates. The CALP certification provides specialized training to turn these professionals into top producers by enhancing their ability to connect with prospective residents, highlight property features, and close leases effectively.  Through the CALP program, agents learn to: Generate Traffic: Gain targeted strategies for generating consistent traffic, whether by improving online listings or crafting compelling property tours that draw in a steady stream of potential renters. Manage Objections: Instead of losing prospects to common concerns, such as pricing, amenities, or lease terms, CALP-certified agents learn how to address these objections confidently and convert them into opportunities to showcase the property’s value.  Secure More Renewals: CALP certification goes beyond initial leasing by focusing on renewal strategies, equipping agents with the tools to secure more lease renewals and foster lasting relationships with residents.  Altogether, CALP helps leasing agents refine the high-impact selling techniques needed to boost occupancy rates, resident retention, and their own career success. Advance Your Career CALP certification indicates strong leasing skills and dedication to the industry. With CALP certification, you not only demonstrate proficiency in essential apartment leasing practices but also showcase your commitment to ongoing professional development. Many employers actively seek individuals who have pursued additional training and education, as it reflects a proactive attitude toward personal and professional growth. CALP-certified agents often enjoy increased earning potential, as they are typically viewed as higher-value employees capable of driving sales and improving resident satisfaction.  By investing in your professional development through CALP certification, you position yourself for greater career advancement and long-term success in the leasing industry. Leasing Agent Certification: Is the CALP certification right for you? CALP certification isn’t just for those new to apartment leasing. Whether you're just starting your journey or have years of experience under your belt, obtaining a CALP certification makes you a more valuable asset to your company. If you enjoy working with people, have strong communication abilities, and are eager to learn about market trends and property management practices, this certification can be a valuable asset. By investing in this certification, you not only enhance your knowledge but also increase your marketability in a competitive job landscape. Whether you aim to advance within your current organization or explore new opportunities, CALP certification positions you as a knowledgeable, competent professional in the apartment leasing field.  Assess Your Goals Before committing to CALP certification, take a moment to assess your career goals. Here are a couple of questions to ask yourself: Are you aiming for a specific role in property management?  Do you wish to enhance your skills for better job prospects or higher earning potential?  If you find the CALP curriculum aligns with your aspirations, pursuing the certification could be an excellent step forward. Furthermore, networking opportunities through NAA events and resources can provide significant advantages as you navigate your career path. The CALP certification can be a transformative investment for aspiring and current leasing agents alike. By enhancing your knowledge and skills, you can elevate your career in property management and stand out in a competitive job market.  How to Become a CALP-Certified Leasing Agent with Visto Grace Hill, in partnership with the National Apartment Association Education Institute (NAAEI), designed Visto to be a convenient way to earn and maintain an industry credential. This partnership is important because NAAEI’s accreditations are the best and most widely recognized in the rental housing industry.  More importantly, Visto makes it easy — and affordable — for individuals to grow their skills in property management. It’s the training you need for the job you want!  Completing the CALP Leasing Agent Certification Is as Easy as 1…2…3 Becoming a CALP-certified leasing agent is a structured process designed to equip you with the essential skills and knowledge needed to excel in the apartment leasing industry.  Take The Course: To start your journey, prospective candidates must complete a series of steps, beginning with enrolling in the CALP training course. This course covers a wide range of topics, including apartment leasing regulations, marketing techniques, and effective communication strategies, all tailored to the property management sector. By participating in this coursework, you'll gain a solid foundation that will prepare you for the challenges and responsibilities of a leasing agent. Pass A Comprehensive Exam: Once you’ve completed the required coursework, you’ll need to pass a comprehensive exam that assesses your understanding of the material. This exam ensures that you have theoretical knowledge and the practical skills necessary to navigate the complexities of leasing. Complete Onsite Experience: After successfully completing the exam, candidates must demonstrate a minimum of six months of onsite leasing experience. This hands-on experience can be acquired during or after your coursework, allowing you to apply what you've learned in a real-world setting. During this period, you will hold a Provisional CALP status, enabling you to engage with the industry while you work toward full certification. In addition to meeting these requirements, maintaining your CALP certification involves ongoing education and professional development. This commitment to continuous learning ensures you stay current with industry trends and regulations, further enhancing your expertise.  By becoming a CALP-certified leasing agent, you advance your career and contribute to raising the standards within the property management industry, ultimately benefiting both your company and the clients you serve. Consider whether the benefits of CALP certification align with your career goals, and take the next step towards advancing your professional journey. You deserve a convenient way to take your career to the next level. Find out how you can become CALP certified with Visto by Grace Hill! Important notes: - Published on: 2024-11-05 10:20:13 - Category: Posts - [What Is the Best Leasing Agent Certification?](https://gracehill.com/blog/what-is-the-best-certification-for-a-leasing-agent/): Navigating the multifamily property industry can be both rewarding and challenging, especially for apartment leasing agents striving to excel in their roles. One of the most valuable steps you can take to boost your career is obtaining a reputable leasing… ------------------------- # 5 Key Takeaways for Property Managers From the FTC Ruling on Reviews > In today's digital landscape, reviews hold significant power, shaping potential residents' perceptions and influencing their decisions. As a property manager, staying informed about the latest regulations governing online reviews is crucial. The Federal Trade Commission (FTC) recently made headlines with… Full Content: In today's digital landscape, reviews hold significant power, shaping potential residents' perceptions and influencing their decisions. As a property manager, staying informed about the latest regulations governing online reviews is crucial. The Federal Trade Commission (FTC) recently made headlines with its new ruling on reviews, aimed at ensuring transparency and authenticity. Here are five essential things every property manager should know about the FTC ruling on reviews: 1. Transparency is Non-Negotiable The FTC ruling emphasizes the importance of transparency in online reviews. Property managers must ensure that all reviews — whether positive or negative — are genuine and reflect actual resident experiences. In today's world, where a heavy emphasis is placed on artificial intelligence (AI), it’s even more important not to create, buy, or share fake or false reviews or testimonials. Misleading practices, such as posting fake reviews or manipulating ratings, are strictly prohibited. For that reason, transparency needs to be a non-negotiable. This transparency not only complies with the FTC's guidelines but also builds trust with potential residents. 2. Disclosure of Incentives is Essential If you're offering incentives in exchange for reviews, full disclosure is required. The FTC mandates that property managers must clearly communicate when a review is incentivized. Whether it’s a rent discount or a gift card, residents and prospective renters should know when an incentive influences a review. This transparency is crucial to maintain credibility and compliance with the FTC's guidelines. 3. The Importance of Negative Reviews While glowing reviews can enhance your property's reputation, it's also essential to embrace negative feedback. The FTC ruling stresses that suppressing or hiding negative reviews is unacceptable. Do not use threats or false claims to suppress negative reviews. Instead, view them as opportunities for growth. Responding thoughtfully to criticism can demonstrate your commitment to improving resident experiences and can enhance your property's reputation in the long run. The average rating of 3.82 signals a blend of positive feedback and constructive criticism, indicating that renters appreciate an authentic portrayal of the community's strengths and weaknesses Blog: How to Turn Negative Reviews Into Positive Opportunities 4. Verification of Review Authenticity Property managers should implement measures to verify the authenticity of reviews. This includes ensuring that reviews come from actual residents who have experienced living at your property. Having immediate relatives or employees write reviews is not encouraged; however, if they do so, they must disclose their relationship. The FTC ruling highlights the importance of preventing fraudulent or exaggerated reviews from skewing public perception. Developing a system to verify the legitimacy of reviews can help maintain the integrity of your online presence. Furthermore, companies must be aware of self-selected customer reviews promoted on their website by clearly stating if the reviews listed are not all-encompassing but instead snippets. 5. Monitoring Third-Party Review Sites The FTC ruling extends beyond reviews directly on your website; it also applies to third-party review sites. Regularly monitor these platforms to ensure compliance with FTC regulations. Engage with reviews on these sites by responding to feedback and addressing any concerns. This proactive approach ensures compliance and demonstrates your attentiveness to resident feedback across various platforms. How Grace Hill Can Help You Navigate FTC Ruling on Reviews In conclusion, the FTC ruling on reviews serves as a crucial guideline for property management companies and their employees aiming to maintain an ethical and transparent online presence. Property managers can build trust with current and potential residents by embracing transparency, disclosing incentives, valuing both positive and negative feedback, verifying authenticity, and managing third-party platforms. Staying informed and compliant with these regulations not only safeguards your property's reputation but also contributes to a fair and honest digital marketplace. Ready to take it a step further? Grace Hill's Reputation Management solution gives you the visibility, analysis, and insights you need to make informed operational decisions to build your reputation online and onsite. Learn how we can help you stay compliant with the new FTC regulations! Important notes: - Published on: 2024-11-01 13:14:04 - Category: Posts - [5 Key Takeaways for Property Managers From the FTC Ruling on Reviews](https://gracehill.com/blog/5-key-takeaways-for-property-managers-from-the-ftc-review-ruling/): In today's digital landscape, reviews hold significant power, shaping potential residents' perceptions and influencing their decisions. As a property manager, staying informed about the latest regulations governing online reviews is crucial. The Federal Trade Commission (FTC) recently made headlines with… ------------------------- # How To Boost Resident Engagement Online (Even Without a Full-Time Social Media Team!) > As someone who’s worked both onsite in multifamily communities and now manages Grace Hill’s social media, I can tell you that keeping your residents engaged online can make a huge difference in the overall success of your property. Social media… Full Content: As someone who’s worked both onsite in multifamily communities and now manages Grace Hill’s social media, I can tell you that keeping your residents engaged online can make a huge difference in the overall success of your property. Social media isn’t just about posting pretty pictures — it’s a powerful property management marketing tool for building community, improving resident satisfaction, and ultimately increasing lease renewals. In today’s digital world, your residents and prospects expect to see you online. According to a joint study by Apartments.com and Google, 72% of renters use online reviews and social media to guide their apartment search. That means a strong, engaged online presence can help you fill vacancies and attract the right residents. But even more importantly, it helps you maintain strong relationships with current residents — and that’s where renewal intentions come into play. Why Engagement Matters for Resident Satisfaction It’s no secret that happy residents are more likely to stay. And while you may think resident engagement hinges on in-person interactions or onsite events, the truth is that 71% of people say they feel more connected to a brand when they follow them on social media. In multifamily, that brand is your community! Social media gives you the chance to keep the conversation going long after the office closes, allowing you to build stronger relationships that encourage residents to renew their leases. Whether responding to a comment or featuring a resident’s pet in a fun post, these small gestures can go a long way in making residents feel valued. When they feel like they’re part of a thriving, connected community, they’re more likely to stay — and let’s face it, resident retention is much easier than filling a vacancy! No Full-Time Social Media Team? No Problem! One of the biggest concerns I hear from multifamily teams is, “But I don’t have a dedicated social media expert; how can I keep up?” Trust me, I’ve been there! The good news is that you don’t need a large marketing department to have an effective social media presence. In fact, some of the best resident engagement strategies I’ve seen are easy to implement and don’t require a ton of time. Here are four of my favorites that have worked wonders, both during my onsite days and now at Grace Hill: 1. Resident Spotlights Feature your residents in a monthly post! Highlighting their stories, explaining why they love your community, or even just sharing a cool hobby can build community. Residents love seeing their neighbors featured, and it helps foster a positive sense of belonging. 2. Pet of the Week Contest We all know how much people love their pets. Encourage residents to send in photos of their pets for a weekly feature. You’d be surprised how something so simple can get likes, comments, and conversations flowing! 3. Polls and Q&A Sessions Polls are a fun, easy way to interact with residents. You can ask them about anything from favorite local spots to what new amenities they’d love to see. These are quick to post but get great feedback, and they let your residents know their opinions are valued. 4. User-Generated Content Encourage your residents to share their photos of the community! Whether it’s a beautifully decorated apartment or a snapshot of their morning coffee on the balcony, user-generated content provides authentic, real-life snapshots of your community while boosting engagement. These are just a few examples of how you can build a stronger, more engaged community online without needing an entire property management marketing team. But in the words of Zappos CEO Tony Hsieh, "When customers are happy, they become your brand ambassadors." Consistency is key — whether you’re posting once a day or a few times a week, showing up regularly keeps your community top of mind for current and prospective residents." Engaging online with residents matters. Unfortunately, many make the mistake of believing that posting on social media is just fluff — a non-essential, if you will. And that’s simply not true. Your level of engagement directly influences resident satisfaction, and resident satisfaction impacts renewals. The Impact on Renewals Let’s talk about the bottom line: renewals. Engaged residents are happy residents, and happy residents are much more likely to renew their leases. In fact, a study contracted by Apartment Life quantified what many people in the multifamily industry have understand intuitively for years — connections and engagement play a pivotal role in a resident’s decision to renew. And those connections translate to a 47% likelihood that a resident will renew their lease. There’s a “friendship factor” at work, and your social media becomes an extension of community building and customer service that begins in your leasing office. Incorporating even a few of these social media tactics can lead to stronger online engagement, improved resident satisfaction, and, ultimately, better retention rates. At the end of the day, social media isn’t just a nice-to-have — it’s a must-have for multifamily communities. And trust me, with the right approach, it’s absolutely achievable to build strong engagement even if you don’t have a full-time social media team. You’ve got this! Want to learn how Grace Hill's enhanced online reputation management solution can support your social media efforts? Click the blue button below to learn more! Important notes: - Published on: 2024-10-24 15:21:31 - Category: Posts - [How To Boost Resident Engagement Online (Even Without a Full-Time Social Media Team!)](https://gracehill.com/blog/how-to-boost-resident-engagement-online/): As someone who’s worked both onsite in multifamily communities and now manages Grace Hill’s social media, I can tell you that keeping your residents engaged online can make a huge difference in the overall success of your property. Social media… ------------------------- # The Top 10 Hiring Red Flags You Need To Avoid > As the labor market tightens and employment trends shift, employee retention has increasingly become top-of-mind across all sectors. Multifamily property management is no exception. However, one thing is clear: Your team is the backbone of your success.  Your onsite teams… Full Content: As the labor market tightens and employment trends shift, employee retention has increasingly become top-of-mind across all sectors. Multifamily property management is no exception. However, one thing is clear: Your team is the backbone of your success.  Your onsite teams are the ones interacting with residents, handling maintenance requests, and ensuring every aspect of your property runs smoothly. However, in a job market where more than a third of professionals (38%) are willing to walk away without another job lined up, recognizing hiring red flags and making the right hiring decisions is more crucial than ever. A bad hire in multifamily property management isn't just a headache; it can have a ripple effect. Residents are left frustrated with unresponsive staff or disengaged employees who drag down morale — and all of this impacts your bottom line.  Consider the numbers from a recent Gallup engagement survey: Not engaged or actively disengaged employees account for approximately $1.9 trillion in lost productivity nationally. Yikes! However, Gallup research also shows the positive impact of engagement because highly engaged employees are five times more likely to stay put. When top talent walks out the door, it's a direct hit to your company's bottom line, costing real estate organizations over $2.5 million annually in recruiting, training, and lost productivity. The cost of employee retention and recruitment is high, but when great people leave, your corporate culture is also in jeopardy.  Here's the good news: You can retain the rockstars your property deserves by avoiding these hiring red flags.  Employee Recruitment: Avoid These 10 Hiring Red Flags Only Focused on Compensation Doesn't Give Credit to Others Overly Confident Unexplained Job Changes Dishonest About Experience Cannot Admit Mistakes Frequently Interrupts Self-absorbed Poor Communication Skills Negative Attitude  Plus! How to Build a Culture That Attracts and Retains Top Talent 1. Only Focused on Compensation  While fair compensation is important, candidates who focus solely on salary and benefits may not be passionate about the work itself. This should be a significant red flag for hiring managers in the multifamily industry.  When individuals prioritize monetary gain over job satisfaction and alignment with company values, it can lead to a lack of engagement, decreased productivity, and higher turnover rates. In multifamily, where employee satisfaction directly impacts resident satisfaction and property performance, hiring individuals who are solely driven by financial incentives can be detrimental to the long-term success of an organization. 2. Doesn’t Give Credit to Others Individuals who fail to acknowledge the contributions of their colleagues often struggle to collaborate effectively, fostering a climate of competition and resentment rather than cooperation. Unfortunately, this can lead to a breakdown in communication, decreased productivity, and a toxic work environment. Moreover, employees who hoard credit may also be less likely to seek out feedback or assistance from others, hindering their professional development. In the multifamily industry, where teamwork is essential for managing complex operations and providing exceptional customer service, a lack of collaboration can have serious consequences, including missed opportunities and a decline in resident satisfaction.  Therefore, it is crucial for hiring managers to identify and avoid candidates who consistently fail to give credit to others, as their presence can have a detrimental impact on the overall health and success of a multifamily team. 3. Overly Confident An overly confident individual can pose significant challenges in a multifamily setting, especially when faced with the dynamic — and often complex — nature of property management. While confidence is generally a desirable trait, excessive self-assurance can lead to a reluctance to seek assistance and accept feedback, as well as a tendency to dismiss potential risks.  The “overly confident” employee can create a toxic work environment where employees feel stifled and teamwork suffers. Furthermore, this type of person may be more prone to making impulsive decisions without carefully considering the potential consequences, which can result in costly mistakes and damage to the property's reputation. 4. Unexplained Job Changes Be wary of candidates who frequently switch jobs without reason. Unexplained job hopping could suggest a lack of commitment or poor performance. However, it's important to consider the context of these changes. For example, a candidate might have been laid off due to economic downturns or company restructuring.  Additionally, some individuals might be seeking career growth or better opportunities. Therefore, it's crucial to probe deeper into the reasons behind job changes during the interview process because frequent job changes can have significant consequences.  Employees who frequently switch jobs may lack the necessary stability and experience to excel in their roles. This can lead to increased turnover rates, which can be costly for property management companies and negatively impact resident satisfaction and overall property performance. 5. Dishonest About Experience Hiring candidates who are dishonest about their experience can have significant consequences in the multifamily industry. In this sector, where property management and resident relations are paramount, trust and integrity are essential qualities.  When a candidate misrepresents their experience, it raises concerns about their ability to handle the responsibilities of the position. For example, a candidate who claims to have extensive experience in leasing but struggles to answer basic questions about the rental process may be unable to effectively attract and retain residents. Decreased occupancy rates, lost revenue, and negative resident satisfaction can result from hiring dishonest employees. Furthermore, dishonest candidates may also be more likely to engage in unethical behavior in the workplace. If a candidate is willing to lie about their qualifications, it suggests a lack of respect for the truth and a willingness to cut corners. Such actions can damage the reputation of the property management company, lead to legal issues, and create a toxic work environment. 6. Cannot Admit Mistakes Someone who refuses to acknowledge and learn from their past mistakes may repeat them in the future. In multifamily, where property management and resident relations are paramount, the ability to recognize and learn from errors is essential for effective problem-solving and conflict resolution.  When a potential candidate is unwilling to admit instances where they have made mistakes, it suggests a lack of self-awareness and a tendency to blame others, and often, it leads to situations where errors are repeated, feedback is ignored, and training is resisted.  7. Frequently Interrupts Someone who doesn't listen to others can create a hostile work environment and decrease overall productivity, so pay careful attention to how a potential candidate interacts during all phases of the interview process.  Effective communication and collaboration are crucial for managing properties and maintaining positive resident relationships, and the ability to listen attentively is paramount. When these behaviors play out with residents, it can lead to dissatisfaction and negative online reviews.  A person who consistently interrupts others demonstrates a lack of respect for the opinions of others. When left unchecked, the overall performance of the property management team can be negatively impacted, leading to decreased morale, increased conflict, and a breakdown in teamwork that creates an environment where attracting and retaining top talent becomes increasingly difficult.  8. Self-absorbed Individuals who are only interested in their accomplishments and goals can create tension and conflicts within the team. The multifamily environment is highly collaborative, where teamwork and effective communication are crucial for success. So, adding a self-centered individual to the team who may be less likely to listen to feedback, collaborate with colleagues, or prioritize the needs of the team and residents can disrupt the dynamics and hinder productivity.  Additionally, self-absorbed individuals may be more likely to engage in unethical behavior or prioritize their interests over the company's goals. For example, they may be tempted to neglect their duties or engage in discriminatory practices if they believe it might further their career advancement. Such actions can damage the reputation of the property and the property management company and lead to legal issues. 9. Poor Communication Skills Communication is critical. Look for employees who can build relationships with residents and other team members. Effective communication is essential for building relationships with residents, addressing concerns, and maintaining a positive community environment.  When a potential employee struggles to communicate effectively, it can lead to misunderstandings, miscommunications, and a breakdown in trust. For example, a leasing agent who cannot articulate the benefits of a property or answer residents' questions clearly may struggle to attract and retain residents.  Poor communication skills can also negatively impact teamwork and collaboration within the property management office, resulting in inefficiencies, conflicts, and a decrease in overall productivity. 10. Negative Attitude Avoid candidates with negative attitudes or who exhibit a sense of entitlement. A negative attitude can not only affect the individual's own performance but also negatively impact the morale and productivity of the entire team.  Employees with a negative outlook may be more likely to complain, criticize, or undermine the efforts of their colleagues, which can lead to a breakdown in communication, decreased morale, and a decline in overall performance. A negative attitude can also damage the property’s reputation. When employees exhibit a negative attitude toward residents, it can lead to dissatisfaction and complaints — ultimately impacting resident retention if the problem persists.  For that reason, it is important to prioritize hiring individuals with an optimistic outlook who are willing to contribute to a positive and productive work environment. These common hiring red flags may seem minor, but they can cause significant issues for a property management team. Remember, the hiring process isn't just about finding the right candidate; it's about avoiding the wrong one.  How To Build a Culture That Attracts and Retains Top Talent Creating an employee recruitment process that helps you recognize and avoid these interview red flags is your first line of defense, but knowing “how” to build a company culture that attracts and retains top talent is equally important. The fight for top talent doesn't end after a single interview. Hiring managers must prioritize building a positive and supportive work culture to attract and retain top talent in the multifamily industry.  Three ways to build a culture that attracts and retains top talent: Cultivating a positive and engaging company culture. How do you do this? By fostering an environment built on open communication, transparency, and opportunities for growth. Not only does this create a positive culture, but it also boosts the bottom line! According to Gallup surveys, companies with a highly engaged workforce are 21% more profitable! Providing opportunities for professional growth and development. By focusing on employee development and providing employees with opportunities to learn and advance their careers, you create a company where employees feel valued, respected, and motivated to contribute their best work. Providing your employees with impactful professional development can often feel overwhelming. But that’s where Grace Hill helps you shine. Our industry-leading content covers a wide range of topics, from leasing and customer service to maintenance and compliance, ensuring your team has the skills they need to succeed in every aspect of their role. Even better, you have options. While some choose to buy individual credentials with Visto, most organizations want a comprehensive training solution to develop their people and protect their business.  Prioritizing work-life balance and employee well-being: Work-life balance is increasingly important to employees, and focusing on this creates a more positive and supportive work environment that attracts and retains top talent. This can be achieved through flexible work arrangements, competitive benefits packages, and a focus on creating a positive work-life balance culture. By emphasizing the intrinsic rewards of the job, such as the opportunity to positively impact people's lives and contribute to the success of a growing industry, you can attract candidates who are genuinely passionate about multifamily and are more likely to be engaged and committed employees. Don't let these hiring red flags derail your team's success! You want a top-notch team, and Grace Hill can help get you there. Our training, policy, and assessment solutions can maximize the value of your talent investment and improve your bottom line! Important notes: - Published on: 2024-10-18 14:52:25 - Category: Posts - [The Top 10 Hiring Red Flags You Need To Avoid](https://gracehill.com/top-10-hiring-red-flags-to-avoid-in-property-management/): As the labor market tightens and employment trends shift, employee retention has increasingly become top-of-mind across all sectors. Multifamily property management is no exception. However, one thing is clear: Your team is the backbone of your success.  Your onsite teams… ------------------------- # What Is The Best Certification for Apartment Maintenance Technicians? > Are you a dedicated multifamily maintenance professional seeking to advance your skills and stand out in a competitive industry? If so, the Certificate for Apartment Maintenance Technicians (CAMT) is the ideal credential to enhance your career. With a year or… Full Content: Are you a dedicated multifamily maintenance professional seeking to advance your skills and stand out in a competitive industry? If so, the Certificate for Apartment Maintenance Technicians (CAMT) is the ideal credential to enhance your career. With a year or more of experience under your belt, CAMT certification can provide you with the knowledge, skills, and industry recognition you need to excel in your role. In this blog, we'll share the many benefits of earning CAMT certification, including increased earning potential, enhanced job security, and professional development opportunities. We'll also explore who the ideal candidate is for CAMT certification and how SkillCat can prepare you for success. So, if you are an apartment maintenance technician, then search no more. Here’s everything you need to know about the best certification for your role.  Jump to a Section Why should apartment maintenance technicians become CAMT-certified? Is the CAMT certification right for you? How SkillCat Prepares Apartment Maintenance Technicians for Certifications Why should apartment maintenance technicians become CAMT-certified? As an apartment maintenance technician, investing in your professional development is essential for staying ahead of the curve and delivering exceptional service to residents. The CAMT offers a comprehensive certification program with numerous advantages: enhanced career prospects, increased job security, professional recognition and credibility, boosted confidence, and the skills necessary to run a more cost-effective maintenance program. Advance Your Career By earning your CAMT certification, you demonstrate to employers that you possess the technical skills, knowledge, and dedication required to successfully and accurately solve the maintenance issues that come up in apartment communities.  The CAMT covers: Electrical Maintenance and Repair Plumbing Maintenance and Repair Heating, Ventilation and Air Conditioning (HVAC) Maintenance and Repair Appliance Maintenance and Repair Interior and Exterior Maintenance and Repair With CAMT certification, you'll be equipped to handle a wide range of maintenance tasks efficiently and effectively, making you a valuable asset to any multifamily property management team. Run an Effective, Cost-Efficient Maintenance Program Maintenance expenses are the largest controllable element in a multifamily operating budget. By earning CAMT certification, you gain the knowledge and skills needed to optimize your maintenance program, reduce costs, and enhance resident satisfaction.  Key areas of focus include: Customer Service: Deliver exceptional service to residents by promptly addressing maintenance requests and providing timely, effective solutions. Teamwork: Foster a collaborative work environment and effectively manage your maintenance team to ensure efficient operations. Time & Project Management: Optimize your time management skills, prioritizing maintenance tasks to maximize productivity and minimize downtime. Money Matters: Develop a keen understanding of maintenance costs and implement strategies to reduce expenses while maintaining high standards of service. Documentation & Paperwork: Maintain accurate and organized records of maintenance activities, inspections, and repairs to ensure compliance and streamline operations. Maintenance & Emergencies: Develop effective procedures for handling routine maintenance tasks and emergency situations, minimizing downtime and disruptions. Safety First: Prioritize safety in all maintenance activities, adhering to industry standards and implementing measures to protect residents and staff. Compliance: Stay informed about local, state, and federal regulations related to maintenance practices and ensure compliance to avoid legal issues and penalties. By mastering these essential areas, you can transform your maintenance program into a valuable asset for your multifamily community, contributing to increased resident satisfaction, reduced costs, and improved overall property performance. Is the CAMT certification right for you? The only requirement to enter the CAMT certification process is 12 months of experience in the multifamily property industry. It serves as an excellent introduction for newer maintenance professionals or a refresher for veteran employees. The CAMT certification is highly valued in the multifamily industry, but equally important, it holds national accreditation.  American National Standards Institute (ANSI) accreditation The CAMT program is accredited by the American National Standards Institute (ANSI), a private nonprofit organization that administers and coordinates the United States’ voluntary standardization and conformity assessment system. CAMT is the only apartment industry certificate program to earn ANSI accreditation. Apartment Institute for Maintenance Excellence (AIME) program Earning your CAMT credential gives you special membership in the Apartment Institute for Maintenance Excellence (AIME). As a member of AIME, you will be acknowledged as a leader in the field of apartment maintenance, proving you are attuned to the most up-to-date information on industry regulations and other changing standards. You will also be able to take advantage of maintenance training designed specifically for CAMT credential holders. How SkillCat Prepares Apartment Maintenance Technicians for Certifications Limited support and maintenance training resources can make it difficult for apartment technicians to grow and develop their skills. Thankfully, with Grace Hill’s partnership with SkillCat, maintenance technicians can conveniently access a broad range of online maintenance training — accessible via a mobile app — that mimics hands-on experience. These courses help technicians get the job done right the first time and reduce unnecessary repair costs.  The benefit to apartment maintenance technicians: Technical training that supports your professional skill development but is also easy to access. The benefit to your multifamily property manager: A boost to the bottom line because hiring under skilled (and expensive) third-party maintenance technicians is no longer necessary. EPA, OSHA, and CPO Certifications Completing proper certifications is essential for multifamily organizations, but most maintenance certifications are only available in person through apartment organizations.  With SkillCat, apartment maintenance technicians can get their EPA 608, OSHA-10, and CPO without leaving the property.  The SkillCat mobile app provides access to 130+ hours of HVAC, electrical, plumbing, appliance repair and maintenance courses that align to four distinct learning paths for multifamily maintenance techs. Additionally, all courses are accredited by the International Accreditors for Continuing Education and Training (IACET), North American Technician Excellence (NATE), and Environmental Protection Agency (EPA) and are available in Spanish.  In conclusion, the CAMT certification is a valuable investment for apartment maintenance technicians seeking to advance their careers, enhance their skills, and contribute to the success of their multifamily communities. By earning this prestigious credential, you'll gain the knowledge, expertise, and recognition needed to excel in your role, increase your earning potential, and maintain job stability in the competitive multifamily industry.  Don't miss out on this opportunity to take your career to the next level. Find out how you can become CAMT certified and how Grace Hill and SkillCat can be your partner in success! Important notes: - Published on: 2024-10-14 04:30:44 - Category: Posts - [What Is The Best Certification for Apartment Maintenance Technicians?](https://gracehill.com/blog/best-certification-for-apartment-maintenance-technicians/): Are you a dedicated multifamily maintenance professional seeking to advance your skills and stand out in a competitive industry? If so, the Certificate for Apartment Maintenance Technicians (CAMT) is the ideal credential to enhance your career. With a year or… ------------------------- # The Science of Successful Move-Ins: Top 5 Tips You Need To Know > Moving into a new place can be both an exciting and overwhelming experience. Whether you're a student transitioning to a dorm, a young professional relocating for work, or a family upgrading to a bigger home, the move-in process comes with… Full Content: Moving into a new place can be both an exciting and overwhelming experience. Whether you're a student transitioning to a dorm, a young professional relocating for work, or a family upgrading to a bigger home, the move-in process comes with its own set of challenges. To help ease this transition, we've gathered insights from our resident experience surveys over the past 12 months and compiled feedback on improving the move-in experience. From that, five themes emerged. These themes highlight the areas where property management professionals can focus their efforts to create a smoother, more welcoming move-in day for everyone involved. In this blog, we’ll explore five impactful ways to improve the new resident experience. Jump to a Section Ensure Apartment Cleanliness Prioritize Timely Maintenance and Repairs Communicate Before and During Move-In Inspect the Condition of Common Areas Check Parking Availability 1. Ensure Apartment Cleanliness Move-in day is an exciting (and stressful!) time for a resident. However, if you’re not paying attention to the things that matter most to residents — a clean apartment — it’s also a surefire way to leave a lasting, negative impression.  A common complaint among new residents is the state of cleanliness they find in their apartments upon move-in. New residents have expressed concerns about having to undertake significant cleaning themselves or encountering pest issues, such as cockroaches and ants, upon moving in.  Ensuring the apartment is spotless before a new resident arrives can significantly improve the overall experience. A clean, pest-free environment not only sets a positive tone but also alleviates the stress associated with moving. Proactively addressing these concerns demonstrates a commitment to resident satisfaction and can lead to higher retention rates and more favorable reviews. 2. Prioritize Timely Maintenance and Repairs But it’s not just about having a clean apartment. In fact, nothing makes a resident more frustrated than immediately needing repairs in their new home, turning their move-in excitement into a stressful ordeal when repair requests are met with slow response times or, worse, no response at all. Unfortunately, stories abound of residents moving into their new apartment homes only to find that essential fixtures like plumbing, electrical systems, or heating are not functioning correctly.  Many new residents have voiced their frustration over delays in getting things fixed or the lack of follow-up from the maintenance team. Multifamily organizations must improve the resident experience through timely maintenance and repairs, especially for issues identified during the initial move-in period.  To enhance the overall move-in experience, property management teams must prioritize and streamline their maintenance processes. Timely repairs not only impact individual resident satisfaction but also reflect an overall commitment to maintaining a quality living experience for everyone at the property. Building a responsive and efficient maintenance team can make a world of difference, transforming a potentially frustrating experience into a smooth and welcoming transition for new residents. 3. Communicate Before and During Move-In A resident’s move-in experience is significantly impacted by the onsite team’s communication — or lack thereof. Clear and proactive communication can set the tone for a positive relationship with new residents. Onsite teams should always respond promptly to calls and emails, providing timely information and clarifying questions.  Setting clear expectations regarding the move-in process, required documentation, and available amenities helps to alleviate stress and confusion. During move-in, keeping residents informed about any updates or changes ensures a smoother transition. Ultimately, better communication fosters trust and satisfaction, making new residents feel welcomed and valued. 4. Inspect the Condition of Common Areas While the apartment itself is important, the overall living environment of the community also plays a significant role in a resident’s move-in experience. One of the key themes from the feedback we've received related to improving the move-in experience is the condition of common areas, such as hallways, stairwells, and amenities. Residents have suggested that more frequent cleaning and pressure washing could significantly enhance the overall cleanliness of these shared spaces.  By prioritizing the upkeep of common areas, you ensure a more welcoming and pleasant environment for everyone moving into your community. Paying attention to the common areas not only improves the first impression but also contributes to long-term resident satisfaction. 5. Check Parking Availability And lastly, parking availability and assignment remain a recurring theme related to the resident experience during move-in. Many residents suggested that assigned or reserved parking would help ensure that spots were readily available near their respective buildings.  Having convenient and available parking for residents during move-in and after, would not only reduce the stress and inconvenience of searching for parking but also enhance overall satisfaction. Additionally, better enforcement against unauthorized parking was highlighted as a crucial step to maintaining order and fairness, ensuring all residents experience equal access to their designated spots. Create Lasting Impressions to Improve Resident Satisfaction and Retention By addressing these five important areas of concern, property managers can make moving a much more pleasant experience for new residents. A clean apartment, quick repairs, clear communication, clean hallways, and enough parking spots can make a big difference. These simple steps will make new residents feel happy and welcome, and when that’s the case, it increases the chances they’ll stick around and tell their friends! Want to learn more ways you can enhance the move-in experience for new residents? Watch our recorded webinar where we dive into the psychology of first impressions and key data linking move-in satisfaction to long-term resident loyalty. Important notes: - Published on: 2024-10-08 16:37:18 - Category: Posts - [The Science of Successful Move-Ins: Top 5 Tips You Need To Know](https://gracehill.com/blog/top-5-tips-for-onboarding-new-residents/): Moving into a new place can be both an exciting and overwhelming experience. Whether you're a student transitioning to a dorm, a young professional relocating for work, or a family upgrading to a bigger home, the move-in process comes with… ------------------------- # 8 Simple Steps That Make Onboarding Software a Success > Onboarding software begins with careful planning, focused training, and an experienced provider you can trust. If you want that process to be smooth and successful, then don’t launch alone! Before you know it, we’ll be turning the calendar on a… Full Content: Onboarding software begins with careful planning, focused training, and an experienced provider you can trust. If you want that process to be smooth and successful, then don’t launch alone! Before you know it, we’ll be turning the calendar on a new year! And while the thought of that might quicken your pulse, it’s also a thrilling opportunity for fresh starts and expanded possibilities — a chance to launch your people and your company to new heights.  In fact, for those preparing to improve operations and efficiency by onboarding new software and systems, the new year provides the perfect backdrop. After all, the idea of “New Year. New You!” isn’t just limited to personal goals and aspirations. It’s a mindset that can easily transfer to the multifamily workplace when well-positioned from the start. Because, like it or not, that new year is coming. So, as you count down the days toward your upcoming software conversion, here are some helpful tips to make the experience positive but, more importantly, successful. 8 Steps for Successfully Onboarding Software in Multifamily The steps to onboarding software vary depending on the type of software, the size of your company, and your specific needs. However, as a multifamily property management leader, there are some general steps you can follow to ensure a successful software implementation process: Plan ahead. Get buy-in. Migrate your data. Personalize the process. Provide training. Using a variety of training methods. Provide support. Get feedback from your team. 1. Plan ahead.  Before you start using new software, it's important to have a plan in place. Choose a reputable software partner like Grace Hill who can help you identify your goals for the software, determine how you will measure success, and provide a proven timeline and process for implementation. Here is an example from our survey solution. 2. Get buy-in. Let your team know about the new software and why you're implementing it. Explain its benefits and how it will make your employees’ jobs easier. Be sure to answer any questions they may have during the process.  3. Migrate your data. If you're migrating data from an old software system to a new one, be sure to do this carefully and methodically. Lean on the experts and thoroughly test the data migration process to ensure all your data transfers correctly. 4. Personalize the process. Generic processes for onboarding software just don’t cut it. To be effective, you need to tailor the software implementation process to the solution and the specific needs of your team members. For example, we suggest advanced training for your admin users so they can be an internal resource for your team. 5. Provide training. Once you have a plan in place, it's time to start training your team on the new software. Training can be done through group training sessions, online tutorials, or one-on-one training. Make sure you have a comprehensive process that incorporates training best practices to ensure employee adoption and successful software implementation. 6. Use a variety of training methods.  Some people learn best by watching videos, while others prefer to read documentation or attend hands-on training sessions. Everyone learns differently and often at a different pace. Creating a software onboarding program that “sticks” with your team requires a variety of training and communication methods to meet your team’s needs. 7. Provide support.  Once your team is using the new software, provide them with expert and reliable support. This could include providing an avenue to answer questions, troubleshooting assistance, and offering training on new features. 8. Get feedback from your team. Survey your team members for feedback on the software implementation process and the new software. This feedback will help you improve the onboarding process for future users and identify areas for improvement. The key to improvement is a willingness to listen, learn, and respond to your team’s constructive feedback. Don’t be afraid to make adjustments! Change can be difficult. But keep in mind that implementing new multifamily software solutions is not a process you should have to navigate alone. Reputable software providers like Grace Hill will have experts to guide and support you, ensuring a smooth and successful program launch. Onboarding software doesn’t have to be overwhelming. By following these software implementation steps, you can ensure a smooth and successful process for your new multifamily software solution. How Grace Hill Partners in Your Success Grace Hill keeps customers at the heart of all we do — and this is especially true during the software implementation process. So, as you prepare to take your next steps with a proven provider of multifamily software solutions, let Grace Hill walk beside you as a partner in your success. When you go with Grace Hill, you get: A choice of implementation plans — standard implementation for a fast start or customized implementation for more tailored training and support leading up to launch. A proven step-by-step process. Dedicated account management. Personal support. Ready to take your property management company to new heights? Let our experts at Grace Hill guide you through your software implementation process to ensure a smooth and successful program launch! Important notes: - Published on: 2024-09-27 11:00:53 - Category: Posts - [8 Simple Steps That Make Onboarding Software a Success](https://gracehill.com/blog/simple-steps-that-make-onboarding-software-a-success/): Onboarding software begins with careful planning, focused training, and an experienced provider you can trust. If you want that process to be smooth and successful, then don’t launch alone! Before you know it, we’ll be turning the calendar on a… ------------------------- # Mental Health for Multifamily Leaders: Ways To Promote Well-being in the Workplace > Mental health in the workplace has become an increasingly important topic, and multifamily leaders play a crucial role in developing strategies that promote well-being for employees and residents. From managing properties and teams to navigating the complex regulatory landscape, multifamily… Full Content: Mental health in the workplace has become an increasingly important topic, and multifamily leaders play a crucial role in developing strategies that promote well-being for employees and residents. From managing properties and teams to navigating the complex regulatory landscape, multifamily leaders in various roles often find themselves juggling a multitude of responsibilities. However, this high-pressure environment can take a toll on mental health, leading to burnout, stress, and reduced job satisfaction. In this blog, we will explore: The unique challenges and stressors faced by multifamily leaders. The impact of mental health in the multifamily workplace. The importance of building a healthy workplace through mental health initiatives. Why leaders must create a culture prioritizing well-being and guiding employees to embrace these initiatives. Multifamily Leadership: Unique Challenges and Stressors Multifamily leaders, property managers, maintenance supervisors, and HR professionals face unique challenges and stressors in today's workplace, driven by evolving market dynamics, workforce expectations, and regulatory demands. One major challenge is the rising demand for affordable housing amid market volatility and economic uncertainty. Multifamily leaders must balance increasing operational costs, such as property maintenance and utilities, with resident retention and rent affordability. Additionally, the shift toward ESG sustainability and green building practices adds another layer of complexity as leaders are tasked with upgrading infrastructure to meet new environmental standards. As a result, this can put pressure on property managers, who must manage resident and employee satisfaction, address vacancies, and maintain property standards while meeting budgetary constraints. For leaders in the multifamily industry, attracting and retaining talent in a competitive labor market is one of the top stressors. The multifamily sector often requires specialized skills in property management, maintenance, and customer service. Teams must navigate employee expectations for flexible work arrangements, competitive benefits, and career development opportunities, which can be difficult in an industry with traditionally demanding roles. Furthermore, the focus on diversity, equity, and inclusion (DEI) in hiring practices, along with the need to navigate changing regulations and maintain compliance with fair hiring laws, has added additional layers of responsibility, making talent management more complex. Because fair hiring involves compliance with U.S. laws such as the Equal Employment Opportunity (EEO) laws, which prohibit discrimination based on race, gender, age, disability, and other protected characteristics, multifamily leaders must ensure their hiring practices are free from bias, promote diversity, and comply with regulations governing equal employment opportunities. These evolving legal requirements demand that companies not only prioritize equitable hiring but also ensure transparency, consistent documentation, and adherence to various labor regulations. It adds additional layers — and potential complications and stressors — to the recruitment and retention processes. Recognizing the unique challenges multifamily professionals face, it's imperative to foster a workplace culture that prioritizes mental health. By implementing effective initiatives and creating a supportive environment, leaders can empower their teams to thrive and achieve their full potential. The Impact of Mental Health on the Multifamily Workplace Staffing challenges, rising costs, safety concerns, and more have placed increased pressure and stress on employees in the rental housing industry. Despite increased attention to the topic of mental health in the workplace, survey results from the 2023 Mental and Emotional Health Survey, conducted on behalf of the National Apartment Association (NAA) and its Mental Health Subcommittee, found respondents’ lowest scoring topics related to feeling: More stressed than a year ago. Stress about their workload (40%). Mental health was interfering with their personal lives. It’s no longer a secret that unchecked stress has profound health implications. However, what is becoming more understood, particularly in the multifamily sector, is its impact on employee performance and resident satisfaction. Stress takes a tremendous toll, and high levels of stress among employees can contribute to decreased morale, lower productivity, and a negative impact on the resident experience. Also shocking, the survey found that “[l]ess than two-thirds of respondents agree they would recommend working in the rental housing industry.” Remaining passive about employee well-being is no longer a viable option. Mental health profoundly influences employee productivity, job satisfaction, and retention. The 2023 Work in America Survey by the American Psychological Association revealed that having “meaningful work” or feeling “valued at work” is closely associated with psychological well-being. It shows that “Those who reported not having meaningful work were much more likely to report that they were typically tense or stressed out during their workday (71%) than those who reported having meaningful work (45%). How mental health affects employee satisfaction. When employees have access to mental health resources and feel supported in managing stress, anxiety, or other challenges, they tend to have higher job satisfaction. Companies that foster a positive mental health environment — through flexible work arrangements, mental health days, or counseling services — can create a more engaged and motivated workforce. Employees are more likely to feel valued when their well-being is prioritized, contributing to a greater sense of belonging and satisfaction with their role. How mental health affects productivity. Mental health significantly impacts productivity, as employees struggling with mental health issues often experience fatigue, lack of focus, and decreased motivation. Anxiety, depression, and stress can lead to absenteeism or presenteeism (being physically present but not fully engaged), which directly affects work output.  According to the World Health Organization (WHO), depression and anxiety disorders cost the global economy an estimated $1 trillion annually in lost productivity. Addressing mental health through workplace support can boost morale and, in turn, enhance productivity. How mental health affects retention. Mental health is also a key factor in employee retention. Workers who feel overwhelmed, unsupported, or stressed are more likely to leave their jobs in search of healthier work environments. The 2023 NAA Mental and Emotional Health Survey found that 50% of respondents stated that mental health issues contributed to their decision to leave a previous job.  Offering mental health benefits, such as access to counseling and fostering a supportive work culture, helps retain talent by reducing burnout and encouraging long-term commitment to the organization. While these key statistics and facts are merely the tip of the iceberg, they underscore the importance of prioritizing mental health in the workplace.​ Why you shouldn’t neglect mental health in the multifamily workplace. Neglecting mental health in the multifamily workplace can lead to a range of negative consequences, including decreased employee satisfaction, reduced productivity, and higher turnover rates.  Property managers and multifamily leaders are already facing significant pressures, such as balancing resident preferences and operational challenges, and unaddressed mental health issues can heighten these stressors.  Employees experiencing burnout, anxiety, or stress may disengage from their roles, leading to poor resident interactions and deteriorating property conditions. Additionally, as multifamily professionals struggle to attract and retain talent in a competitive market, failing to provide mental health support can increase absenteeism, presenteeism, and employee turnover, ultimately raising recruitment costs and reducing overall efficiency.  [caption id="attachment_36058" align="alignnone" width="623"] Forbes.com, Why Presenteeism Is Bad For Business (And How To Manage It)[/caption] When employees are struggling with mental health issues, their productivity, job performance, and morale can suffer. Multifamily organizations that overlook mental health risk creating a toxic workplace culture, driving away top talent and negatively impacting both business outcomes and resident satisfaction. Furthermore, a lack of support for mental health can damage your company's reputation and make it difficult to attract and retain employees. Check out this infographic about mental health in the workplace! For company leaders, the response to mental and emotional health significantly impacts the organization. Your employees are one of your greatest assets; don’t overlook opportunities to offer the support they need. Mental Health Initiatives for Multifamily Leaders Employee wellness is critical for employee performance, and great leaders set the example they want their organizations to follow. While it all starts with having effective mental wellness policies for your multifamily properties and teams, they are only as valuable as their implementation.  Clear communication is key to ensuring that all employees and residents understand the resources available to them and feel comfortable accessing them. Leaders can foster a more supportive and inclusive community by openly discussing mental health and providing specific guidelines for accessing support.  Mental Health Policy As mentioned, employee mental health can directly impact property performance and your bottom line. Grace Hill offers comprehensive mental health policies like our employee handbook, which makes it easier for your team to know the expectations. Consistent implementation of these policies — which includes training staff to recognize signs of distress and providing appropriate referrals — demonstrates a genuine commitment to the well-being of residents and creates a culture where seeking help is encouraged rather than stigmatized. Training Courses and Boosters People in positions of multifamily leadership are often overburdened and emotionally drained. However, the most successful leaders prioritize personal wellness to avoid burnout, resentment, and apathy.   As a multifamily leader, understanding and addressing mental health is crucial for creating a supportive and productive workplace. And embracing the idea of “putting your oxygen mask on first” can lead to higher-performing teams and improved organizational results.  Ongoing education and support for all members of your organization are essential to foster a culture of well-being. Your employees deserve a proven training solution that delivers results, and Grace Hill is here to help. By investing in a solution that offers specific topics for training courses, such as mental health awareness, stress management, and conflict resolution, you can equip your team with the tools they need to navigate challenges and promote a positive work environment.  Regular booster sessions provide short, engaging learning activities that can be completed in five minutes or less, and they are specifically designed to combat the “forgetting curve.” Boosters help to further reinforce learning and address emerging challenges, ensuring that your team remains equipped to support one another and maintain their own mental health. Ready to learn how leaders can THRIVE instead of just survive? Watch this webinar! Employee Surveys Employee surveys are invaluable tools for multifamily leaders seeking to understand and improve their mental health initiatives. By providing a platform for feedback, these surveys offer a direct line of communication with employees.  The benefit of a robust survey solution is that it allows leaders to: Gauge the effectiveness of current programs. Identify areas of need. Uncover hidden challenges that might otherwise go unnoticed. Survey results can be analyzed to pinpoint areas where employees feel supported or unsupported. This data can be used to refine existing initiatives, develop new programs, and measure the overall impact of mental health investments. By tracking changes over time, leaders can assess whether their efforts are making a positive difference in the lives of their employees. Employee Satisfaction and Its Link to Resident Satisfaction Small changes make a big impact, and you can differentiate your organization by supporting efforts that encourage a healthy, productive, and engaged workforce. Each of the following areas highly correlates to employee retention: Employee well-being is prioritized. The company culture encourages healthy work/life balance. Executive leadership is visible and engaged. Corporate resources are given to support mental health. The well-being of your employees directly impacts the satisfaction of your residents. When staff members feel valued, supported, and content, they are more likely to provide exceptional service. This, in turn, leads to happier and more engaged residents. In fact, 1 in 4 properties with low staff turnover achieved 70% resident retention, demonstrating the powerful connection between employee and resident satisfaction. Investing in mental health initiatives for your employees also impacts resident retention because when staff members feel supported in their mental health, they are better equipped to handle stress and provide quality care.  The evidence is clear: Happy and engaged employees create a positive and welcoming living environment for residents because they are more likely to go above and beyond to assist residents. This positive atmosphere can attract new residents, boost occupancy rates, and, ultimately, improve your property's bottom line. Mental Health in the Workplace: Where Do We Go From Here? By prioritizing mental health initiatives, multifamily leaders can create a supportive and thriving workplace culture. By understanding the unique challenges employees face and implementing strategies to promote well-being, leaders can foster a more engaged, productive, and satisfied workforce. Ultimately, this investment in mental health will not only improve employee satisfaction but also enhance resident experiences and drive the overall success of your property and portfolio. Be the leader your employees deserve. Invest in mental health initiatives today to create a healthier, happier, and more successful environment for tomorrow.  Grace Hill offers solutions that put your people first.  Important notes: - Published on: 2024-09-23 08:00:22 - Category: Posts - [Mental Health for Multifamily Leaders: Ways To Promote Well-being in the Workplace](https://gracehill.com/mental-health-strategies-for-multifamily-leaders/): Mental health in the workplace has become an increasingly important topic, and multifamily leaders play a crucial role in developing strategies that promote well-being for employees and residents. From managing properties and teams to navigating the complex regulatory landscape, multifamily… ------------------------- # Tenant “Flight to Quality” Spreads to Industrial Properties. Property Managers Need to Respond. > As the market changes, industrial property managers will have to work a little harder — and smarter — to keep their buildings full. Warehouses and other types of industrial buildings have been the darlings of commercial real estate investors for… Full Content: As the market changes, industrial property managers will have to work a little harder — and smarter — to keep their buildings full. Warehouses and other types of industrial buildings have been the darlings of commercial real estate investors for over a decade now, as strong market conditions and significant structural shifts drove tenant demand to record levels. Most notably, a huge share of shopping moved from physical retailing to e-commerce, requiring more warehouses (and fewer stores). At the same time, developers could not add new supply fast enough to keep pace, fueling historically high occupancy and rent. However, managing industrial properties has been getting more complicated lately. The primary reason: softening market conditions, as much-needed new supply is coming to market just as demand is declining. Real estate brokerage firm JLL reports that U.S. tenant demand for industrial space in the first half of 2024 was less than half that recorded in the first half of 2023. Meanwhile, developers delivered an unprecedented amount of space to the market last year, most of it vacant. Plus, the construction pipeline is still significantly elevated, meaning more supply will be added this year and next, further dampening market conditions. While national occupancy rates are still quite healthy compared to historical levels and conditions in other commercial property sectors, vacancies are rising in many geographic markets across the country. This means property managers must get more creative, marketing and managing their buildings more aggressively than they have in many years. Tenants Are More Selective The increase in vacant space may be painful to many owners but represents an opportunity for tenants to upgrade their facilities. With space so tight in recent years, industrial tenants were often forced to take whatever they could find. And much of the available space was often dated and substandard, with low ceilings, inadequate power access, and inferior ventilation. With so much more space available now — much of it constructed in the last few years and superior to earlier generations of warehouses — tenants can leverage the weaker market conditions to find better and more modern workplaces. And even in markets where vacancies are still low, the addition of so much new space due to recent construction enables tenants to find better workplaces. “War for Talent” Drives “Flight to Quality” The availability of more modern industrial space provides the opportunity for tenants to upgrade. But what is the motivation for firms to make a change? Top of mind is the “war for talent.” Labor markets have been incredibly tight since the pandemic, so firms must battle for coveted employees. What can they do? Certainly, paying competitive wages is a given. But, firms increasingly realize that the workplace itself can be an important differentiator as workers conduct their own “flight to quality,” seeking better pay, better positions, and better working environments. Logistics firms and other warehouse tenants can more easily attract new workers and retain existing ones by upgrading their facilities. This trend is more established in the office sector, where the virtually overnight shift to remote and hybrid work arrangements during the pandemic decimated the overall demand for office space. Professional service firms, financial institutions, and other office occupants quickly realized they must provide better workspaces to induce their workers to come into the office, as discussed in a previous previous blog. As a result, they’re looking for newer buildings in accessible locations offering first-class amenities and services and functional layouts. Importantly, these buildings are viewed as providing healthier, more productive space. Now, we’re starting to see those same moves in the industrial property sector. Modern warehouses frequently offer amenities like comfortable locker rooms, upgraded kitchen facilities, and attractive outdoor spaces to attract and retain workers. These amenities create a more appealing work environment and contribute to employee satisfaction. Also critical is that newer warehouses are viewed as healthier, providing superior ventilation systems and more direct natural light. Modern warehouses also tend to be more productive, accommodating advanced technology, such as automation systems and robotics. Many of these improvements are built and paid for by the tenants, particularly in net-leased buildings. Still, the facility must have the appropriate infrastructure to support these improvements, which usually means a high-quality modern building with features such as high clear ceiling heights, high energy efficiency and other sustainable features, and access to the vast amounts of electricity needed to power robotic systems. Surveys Are Essential for Understanding Tenant Needs and Prioritizing Investments Managers of industrial buildings can capture essential insights from surveying their tenants, tenant surveys can be especially important for warehouses because most are net-leased, and property management generally is rarely on site and has limited direct contact with the tenant. But capturing feedback from industrial tenants is vital, especially given the high cost of tenant turnover. If property managers can gain an understanding of tenants’ needs and renewal intentions, they can make changes before it’s too late.  Surveys serve as an early warning system for potential tenant concerns, enabling proactive issue resolution. They are a critical tool for determining what investments make sense and will be desirable to target tenants. Property owners may need to upgrade their facilities to better compete in the new market dynamics — or risk losing tenants who decide to “flee to quality.”  Contact Grace Hill today to learn more about our tenant survey solutions. Important notes: - Published on: 2024-09-15 21:15:35 - Category: Posts - [Tenant “Flight to Quality” Spreads to Industrial Properties. Property Managers Need to Respond.](https://gracehill.com/blog/tenant-flight-to-quality-hits-industrial-properties/): As the market changes, industrial property managers will have to work a little harder — and smarter — to keep their buildings full. Warehouses and other types of industrial buildings have been the darlings of commercial real estate investors for… ------------------------- # The Evolution of the Customer: The Digitally Disruptive ’90s > The 1990s were a transformative decade for customer behavior, marked by significant shifts driven by technological advancements, globalization, and changing societal values. One of the most notable changes was the rise of digital technology, particularly the internet, which reshaped how… Full Content: The 1990s were a transformative decade for customer behavior, marked by significant shifts driven by technological advancements, globalization, and changing societal values. One of the most notable changes was the rise of digital technology, particularly the internet, which reshaped how customers shopped, accessed information, and interacted with brands.  While still a far cry from today's digital-first world, the growth of e-commerce, although still in its early stages, started to change purchasing patterns, allowing customers to shop from home and compare prices and products more easily.  This decade also saw a growing emphasis on customer experience and a shift toward conscious consumerism that included a shift toward brand loyalty. As customers became more aware of ethical and environmental issues, they began to demand more from companies in terms of sustainability and corporate responsibility. This shift laid the groundwork for the more conscious consumerism that became more prominent in the 2000s. If the ‘80s were awesome, the ‘90s were all about growth and change. In this blog, we will explore the key transformations that have shaped the modern customer, examining how their preferences, expectations, and interactions have evolved over time.  Jump to a Section The 1990s: The Decade of "Discovery" How 90s Trends Impacted Customer Behaviors How the Evolution of the Customer in the 90s Impacted Multifamily Customer Service Takes Center Stage How Grace Hill Helps You Meet Evolving Customer Expectations The 1990s: The Decade of “Discovery” The 1990s were a transformative decade in America, shaped by pivotal events that impacted the nation's cultural, political, and social landscape. Here are some events that define the decade: The internet becomes mainstream, leading to the “dot-com” boom. Football hero O.J. Simpson was tried but not convicted of murder. President Bill Clinton’s impeachment scandal had everyone discussing the definition of “is.” Columbine High School shooting, resulting in 15 killed and 23 wounded, shocks the nation. Saddam Hussein invaded Kuwait, thrusting the U.S. into the Gulf War. Major League Baseball players went on strike, and the World Series was canceled. These headlines encapsulate a few significant cultural, political, and technological shifts that defined the 1990s in the United States. How 90s Trends Impacted Customer Behaviors   “You’ve Got Mail”: Technology and the Internet Revolution The early 1990s marked a turning point in customer behavior with the widespread adoption of the internet. This revolutionary technology, once accessible only to a select few, quickly became an integral part of daily life. The World Wide Web, launched in 1992, transformed how people communicated, shopped, and consumed entertainment. Personal computers (PCs) became more affordable, powerful, and user-friendly during the 1990s, and Apple also introduced the iMac in 1998. 💡 In 1989, only 15% of American households had a computer; this more than doubled in the ‘90s. As internet penetration soared, customers gained unprecedented access to information and products. The ‘90s witnessed the emergence of online marketplaces, email services, and social networking platforms, laying the foundation for today's digital economy.  Additionally, the rise of mobile technology in the late ‘90s further accelerated the shift towards a digital-first world. The introduction of the first commercially available smartphones, while still bulky and expensive, marked the beginning of a trend that would culminate in the widespread use of mobile devices in the 21st century. Fun Facts: New vocabulary: Words like Spam, Y2K, MP3, cyberspace, and e-commerce found their way into our vocabulary. Texting: The first-ever SMS text message was sent on December 3, 1992.  WiFi: Wi-Fi technology was released in 1997, revolutionizing how we access the internet. Google: Google was founded in 1998 as a search engine to “organize the world’s information.” “I Want It That Way”: How Music of the ‘90s Shaped Customer Behaviors The 1990s witnessed a seismic shift in the music industry, characterized by a proliferation of genres, the rise of new artists, and technological advancements that forever altered the way customers interacted with music. The decade saw a surge in diversity within the music landscape: Latino music grew in popularity; country became more mainstream; and the grunge movement out of Seattle introduced an alternative sound that resonated with a younger generation. The popularity of artists like Mariah Carey, Boyz II Men, and Hootie & the Blowfish showcased the enduring appeal of traditional pop and rock genres. However, the ‘90s also marked a period of experimentation and innovation, as artists like Alanis Morissette and Nirvana pushed the boundaries with their introspective and rebellious lyrics. The widespread availability of CD burners and the emergence of online file-sharing services like Napster disrupted the traditional music industry model. These developments empowered customers to take control of their music consumption, leading to a shift in both customer behavior and expectations. Baggy and Prep and Grunge, Oh My! How ‘90s Fashion & Style Evolved The 1990s ushered in a wave of fashion trends that significantly impacted customer behaviors. Youth culture, in particular, experienced a stylistic revolution with the rise of grunge and preppy aesthetics. Hip-hop influenced menswear, with baggy jeans worn low on the hips becoming a defining look. Meanwhile, women embraced a retro vibe, sporting bell-bottoms and peasant tops reminiscent of the 1970s. Designers like Liz Claiborne, DKNY, and Tommy Hilfiger capitalized on these trends, offering accessible and stylish options for the masses. The casual Friday trend, which gained momentum in the ‘90s, eventually evolved into a more relaxed work dress code altogether.  💡By 1998, 53% of companies allowed casual attire, up from just 7% in 1992. The power suit, a staple of the 1980s, lost its dominance as women embraced a more minimalist style. Hair trends also underwent a transformation, replacing the voluminous styles of the previous decade with more natural hairstyles that included messy updos and basic ponytails. While there were brief trends like the iconic "Rachel" hairstyle inspired by Jennifer Aniston's character on “Friends,” the overall emphasis was on simplicity and authenticity. These fashion shifts not only reflected the cultural “mood” of the decade but also influenced customer spending habits and shaped the retail landscape. The ‘90s marked a departure from the excess and extravagance of the ‘80s and paved the way for a more casual and relaxed approach to style and self-expression. “Show Me the Money!”: Film & Television Hold Increasing Sway Over Customer Behaviors Television and film played increasingly pivotal roles in shaping customer behaviors during the ‘90s. By 1990, over 50 million households (nearly 60% of American homes) had a cable subscription. By 1998, an overwhelming 98% of U.S. households owned televisions, with the average viewer spending a staggering seven hours per day watching their favorite shows.  The ‘90s were a golden era for television, with a mix of sitcoms, dramas, and animated shows leading the ratings. Some of the top-rated TV shows of the decade include: “Seinfeld" “ER" “Friends" “Home Improvement" "The Simpsons" News programs like "60 Minutes," "20/20," and "Dateline NBC" also dominated the airwaves, informing and influencing viewers on a wide range of topics. And who can forget David Letterman’s "Late Show" with its iconic "Top 10" lists?  The film industry also thrived during the 1990s with the emergence of mega-plex theaters offering cinematic experiences on a grand scale. After their theatrical runs, the rapid release of films on home video further expanded access to popular movies.  Here are the top five movies of the decade based on box office success, cultural impact, and critical acclaim: "Titanic" "Jurassic Park" "The Lion King" "Forrest Gump" "The Matrix" These films not only dominated the box office but also left a lasting legacy in the film industry and popular culture. Lifestyle in the ‘90s: Work Hard, Play Hard The 1990s swung between economic hardship and prosperity. The decade began with a recession, reflected in rising oil prices, interest rates, and a decline in credit availability. Sadly, this also led to social issues like increased depression, alcoholism, and drug abuse.  However, the later part of the ‘90s witnessed a booming economy with record-low unemployment, a minimum wage increase to $5.15, and a surge in stock trading. The Dow Jones even hit 11,000 by 1999, creating significant wealth for many Americans.  This economic expansion fueled a 40% increase in travel and a growing interest in health and nutrition, ironically coinciding with a rise in obesity rates. And interestingly enough, working from home became more popular toward the end of the decade. Consumerism thrived during this period. Fads like Beanie Babies, Furbies, and Tickle-Me Elmo dominated toy shelves. At the same time, audiobooks became the rage, and sales for online booksellers like Amazon — yes, Amazon got its start selling books online — soared.  Perhaps most significantly, the 1990s ushered in the "experience economy." As economic prosperity rose, customers placed a higher value on experiences over possessions. This shift fueled the growth of travel, entertainment, and leisure industries, shaping customer spending habits for years to come. How the Evolution of the Customer in the 90s Impacted Multifamily The 1990s marked a significant shift in the multifamily housing industry, driven primarily by the evolving needs and preferences of the modern customer. As affluent individuals and families increasingly opted for apartment living over home ownership, property managers had to adapt to meet changing resident demands and preferences. These "lifestyle renters" sought upscale amenities and convenient locations. New developments responded by offering features such as 9-foot ceilings, garages, high-end appliances, business centers, and in-home offices. All of these features quickly became expected in new construction. To foster a sense of community, resort-style pools, organized social activities, and elaborate athletic facilities became commonplace. Additionally, larger apartment layouts, including two- and three-bedroom units, were introduced to accommodate the renter preferences of growing families and individuals seeking more space. The 1990s also witnessed the rise of Real Estate Investment Trusts (REITs), which surpassed pension funds as the largest institutional owners of real estate by the decade's end. This trend solidified the multifamily housing industry's position as a lucrative investment sector. Customer Service Takes Center Stage The 1990s marked a pivotal era in the evolution of customer service, with profound implications for the multifamily industry. As companies began to recognize the value of customer loyalty, CRM (Customer Relationship Management) practices underwent a significant transformation. One notable development was the emergence of loyalty programs and incentives. Companies offered perks, discounts, or exclusive offers in exchange for customer information. The familiar phrase, "Can I get your email address so we can send you coupons?" became commonplace. This shift reflected a growing understanding of the importance of building lasting customer relationships. Moreover, customer service was no longer viewed as a static function but rather as an evolving skill that required continuous improvement. Companies invested in training and development programs to equip their customer service teams with the knowledge and tools needed to provide exceptional experiences. This emphasis on customer service excellence helped to differentiate businesses in a competitive marketplace. In the multifamily industry, property managers began recognizing the need to go beyond basic maintenance and rent collection. By providing exceptional customer service, they could cultivate resident satisfaction, foster loyalty, and improve property performance. This included initiatives such as personalized communication, prompt maintenance responses, and community-building activities. How Grace Hill Helps You Meet Evolving Customer Expectations The evolution of customer service in the ‘90s laid the groundwork for the customer-centric approach that has become essential in today's business landscape. Prioritizing resident satisfaction remains a critical piece of the multifamily puzzle, but you can’t keep doing what you’ve always done. Customers have evolved, and so must your business.   Then — but more importantly, now — Grace Hill has a suite of industry-specific solutions that help multifamily managers and owners grow their competitive edge. The struggle might be real, but it doesn’t have to be one you face alone. Our business is your business, and we employ multifamily experts to help our clients every step of the way. Why? Because at the end of the day, we’re more than a provider of technology solutions; we’re your partner in success. Important notes: - Published on: 2024-09-11 08:00:35 - Category: Posts - [The Evolution of the Customer: The Digitally Disruptive ’90s](https://gracehill.com/blog/the-evolution-of-the-customer-the-1990s/): The 1990s were a transformative decade for customer behavior, marked by significant shifts driven by technological advancements, globalization, and changing societal values. One of the most notable changes was the rise of digital technology, particularly the internet, which reshaped how… ------------------------- # 7 Multifamily Disaster Planning Mistakes and How To Avoid Them > When disaster strikes, multifamily properties can be hit hard. From hurricanes and floods to fires and power outages, the potential for disaster can be overwhelming. That's why having a solid disaster plan is essential to protecting your property, staff, and… Full Content: When disaster strikes, multifamily properties can be hit hard. From hurricanes and floods to fires and power outages, the potential for disaster can be overwhelming. That's why having a solid disaster plan is essential to protecting your property, staff, and residents.  However, despite the importance of disaster planning, there are common mistakes that can make a bad situation even worse. This article will explore seven disaster planning pitfalls to avoid in order to ensure your property is prepared for anything. Jump to a Section The Importance of Disaster Planning 7 Common Disaster Planning Mistakes in Multifamily Properties Start Documenting Your Disaster Plan The Importance of Disaster Planning Effective disaster planning is essential in the multifamily industry to ensure the safety and well-being of residents and the continued operation of the property. Multifamily properties are particularly vulnerable to disasters such as hurricanes, fires, and even active shooter situations.  When disaster strikes, it's important to have clear policies and procedures for staff and residents to follow. Without this knowledge, confusion and chaos can ensue, putting everyone at risk. Having a comprehensive disaster plan allows property managers and owners to establish emergency policies and procedures so that everyone knows what to do during a disaster. Quickly sharing critical information during an emergency is key. By providing clear instructions on evacuation procedures, emergency contacts, and other relevant information, residents and employees can be better prepared to protect themselves and their property.  Plus, access to important property details, such as utility shut-off valve locations, can help prevent further damage during an emergency. Proactively considering your disaster strategy is essential for the safety and security of your residents and the successful operation of your property. 7 Common Disaster Planning Mistakes in Multifamily Properties Effective disaster planning is crucial for multifamily properties, but there are common mistakes that property managers and owners often make. Avoid these seven pitfalls to help minimize risks, ensure preparedness, and protect both lives and assets. 1. Not knowing where to find emergency policies or procedures. When disaster strikes, having clear and well-defined emergency policies and procedures is critical. Unfortunately, one common mistake in disaster planning is failing to have a system or plan in place that makes these crucial guidelines easily accessible. In the face of disaster, property teams often don’t know how or where to access emergency plans. And the resulting chaos creates an unstable environment that puts both residents and staff at risk.  Regardless of the emergency, having established preparedness measures is vital. By knowing the appropriate protocols for each type of emergency, property managers and owners can ensure everyone’s safety and well-being. Additionally, a lack of knowledge regarding emergency policies can hinder effective risk mitigation efforts. Without understanding potential risks and developing strategies to lessen them, multifamily properties are left vulnerable to the full impact of disasters. 2. Not having details for emergency utility shut-off valves.  One of the critical mistakes multifamily properties often make in disaster planning is not having the necessary details for emergency shut-off valves for utilities such as water and electricity. Knowing the location and operation of these shut-off valves is crucial in preventing further damage, particularly in the chaos of a disaster.  Picture This: A pipe bursts, and water rapidly floods the property. Without knowing how to find the emergency shut-off valve for the water supply, valuable time is wasted trying to research and locate it. This delay can result in extensive water damage and potential harm. Property managers should take a proactive approach to emergency management and ensure all shut-off valves are clearly marked and documented. This information should be readily available to all staff members and easily accessible in the event of an emergency. Regular inspections and maintenance checks should be conducted to ensure shut-off valves function correctly. 3. Not knowing the chain of communication for a disaster. During a disaster, multifamily property managers must know who to call if they need backup. Not having this information can slow the response and put residents and property at risk.  Imagine This: A fire breaks out in the middle of the night, and the property manager must take quick action on who to contact. Any lack of knowledge can delay notifying emergency services and evacuation procedures, resulting in potential harm to residents and property damage. To avoid this pitfall, multifamily property teams should have a clear system to know who is working at all times and what role each person plays during an emergency. Examples of this can include: Maintaining up-to-date staff schedules. Implementing an emergency check-in procedure for employees.  Regularly communicating with staff to ensure they understand their roles and responsibilities in a disaster.  By knowing who is available and prepared to respond, property managers can quickly mobilize resources, communicate effectively with staff, and ensure the safety of residents.  4. Not having a plan at all. One of the biggest mistakes in disaster planning is simply not having a plan. Believing that fires, floods, hurricanes, or death “can’t happen here” leaves properties vulnerable and unprepared for the potential impact of the situation.  Without a comprehensive disaster plan, property managers and owners will find themselves trapped in an entirely reactive posture and forced to play catch-up when a crisis occurs. Taking a proactive approach to disaster planning involves identifying a range of potential scenarios, outlining the risks, and developing strategies to mitigate them. By having a plan in place, property managers can prepare residents and staff to know what to do and where to go in the event of a disaster. Reacting to emergencies after disaster strikes will surely lead to response delays and potential chaos, ultimately putting both lives and assets at risk. Having a thorough and proactive plan for possible disasters can help minimize the impact of the emergency and protect everyone involved. 5. Poor communication with employees and residents. Effective communication is vital during a disaster, yet limited communication channels are a common mistake in multifamily disaster planning. Without various ways to reach residents and employees, critical information may be delayed — or worse, not received — putting lives and property at risk.  Property managers and owners should establish various communication channels, such as email, text messaging, and social media, to avoid this pitfall. These channels enable the timely sharing of critical information and allow for ongoing updates during an emergency so everyone gets the necessary instructions to stay safe.  Email should be used for detailed communication and attachments, while text messaging is invaluable for providing quick and concise details. Social media platforms help reach a wider audience and provide real-time updates. In the event of an outage for all communication, such as cell and internet, you should have a plan for staff to share updates with residents (i.e., a meeting space). Multifamily properties can enhance their preparedness and response capabilities by prioritizing communication across these channels during disasters. Effective communication empowers residents and staff with the information they need to take appropriate actions, minimizing the impact of the disaster and ensuring everyone's safety. 6. Not educating residents about the disaster plan. One critical mistake in disaster planning for multifamily properties is not educating residents about the disaster plan. While it may be tempting to assume residents will automatically know what to do in an emergency, this is not always true. Without proper education and clear instructions, residents may panic or make uninformed decisions that put themselves and others at risk. By providing clear instructions on evacuation procedures, emergency contacts, and other relevant information, residents can be better prepared to protect themselves and their property. Ongoing disaster planning education is key to ensuring everyone is up-to-date and aware of the proper protocols; this shouldn’t be relegated to a single communication when residents first move in. Involving residents in the disaster planning process can help foster a sense of community and encourage a collaborative approach to preparedness. Property managers and owners can ensure everyone is on the same page and working together to stay safe by including residents in discussions and providing ample opportunities for them to ask questions and provide feedback. 7. Not having accessible and current emergency contacts. Having current and available resident and staff emergency contacts is an often overlooked aspect of effective disaster planning. When disaster strikes, time is of the essence. Up-to-date emergency contacts allow property managers and owners to quickly connect with residents and staff to ensure their safety and well-being.  Whether notifying residents of evacuation procedures or contacting staff members to mobilize response teams, having the correct contact information at your fingertips is essential. Regularly updating and maintaining a comprehensive list of emergency contacts should be part of every disaster preparedness strategy, including periodically verifying phone numbers, email addresses, and other relevant contact details. A good best practice is updating this information at every renewal signing. It is also essential to have backup contacts in case the primary ones are unavailable during an emergency. Prioritizing the accuracy and availability of this information will enhance the overall safety and emergency preparedness at your property. Start Documenting Your Disaster Plan Understanding and avoiding disaster planning mistakes is critical to maintaining residents’ safety and security. Having a comprehensive disaster plan in place is essential for multifamily properties.  No matter how daunting this task may seem, with appropriate knowledge and preparation, disastrous consequences can be minimized, if not entirely prevented. Property managers and owners who implement comprehensive and effective disaster plans create resilient multifamily communities, even in adverse circumstances.  With resident well-being as the highest priority, a thorough and proactive disaster plan can lay the foundation for a safer, stronger multifamily living experience.  Getting started is the hardest part. But it doesn't have to be! Grace Hill offers over 800 policy templates to help you get started with your multifamily disaster plan. Plus, our industry experts can help you choose and customize your policies and set up access for your entire team through PerformanceHQ, our new technology platform. Now with Gracie, our new AI chatbot, your team can ask any policy question like they were asking their friend or coworker, helping to save time and avoid mistakes when it matters most. Request a demo and get started on your disaster plan today! Important notes: - Published on: 2024-09-05 13:01:07 - Category: Posts - [7 Multifamily Disaster Planning Mistakes and How To Avoid Them](https://gracehill.com/7-multifamily-disaster-planning-mistakes/): When disaster strikes, multifamily properties can be hit hard. From hurricanes and floods to fires and power outages, the potential for disaster can be overwhelming. That's why having a solid disaster plan is essential to protecting your property, staff, and… ------------------------- # Leasing Agent Tips And Tricks: How To Overcome Objections > Learning to overcome objections is a skill all leasing agents must work to develop, and while practice makes perfect, it’s equally important to have a few tips and tricks up your sleeve!  The reality is that leasing agents’ skills are… Full Content: Learning to overcome objections is a skill all leasing agents must work to develop, and while practice makes perfect, it’s equally important to have a few tips and tricks up your sleeve!  The reality is that leasing agents’ skills are constantly being tested because objections are a common hurdle in the real estate industry. The needs and preferences of current and potential multifamily residents are often in flux. Add to this a growing “I want what I want” mentality and leasing agents need to be at the top of their game to win prospects and keep current residents satisfied. However, with the right strategies and techniques, you can effectively navigate through objections and turn them into opportunities. Author and speaker Bo Bennett once said, “An objection is not a rejection; it is simply a request for more information.”  If you are a leasing agent looking to level up your skills when it comes to overcoming objections, then you’ve landed in the right place. In this blog, we will delve into essential steps for handling any objection, look at commonly encountered objections — with possible solutions, and consider opportunities to further enhance your leasing agent tool kit.  So, let’s dive in to better understand how to overcome objections. 5 Steps for Handling Any Objections Top 10 Objections and Potential Solutions Leasing Agent Tips: Let "Ideas" Be Your Guide Solutions That Keep Residents Satisfied 5 Steps for Handling Any Objections No one likes to hear objections. New leasing agents, in particular, can feel discouraged or overwhelmed if they haven’t been adequately trained on how to handle them. But here’s the good news: When a potential resident states an objection, it also lets you know they are interested.  It’s the “open door” that provides an opportunity to ask probing questions and, ultimately, uncover the real objection. By understanding and mastering these five pivotal steps, you'll be better equipped to navigate objections with finesse and close deals effectively.  Step 1: Listen and Empathize As a leasing agent, handling objections effectively begins with the capacity to listen attentively and empathize genuinely with your clients. By actively listening — paying attention to spoken and unspoken messages — and comprehending the resident or potential resident's concerns, you demonstrate that you hear, understand, and value their perspective.  Empathizing helps build rapport and puts the person at ease as you work together to find a resolution. By embracing this critical first step, you can create a positive environment for open and honest communication. Most people simply want to feel heard and understood, so any chance you have in winning or renewing a lease starts here. Step 2: Ask Questions and Clarify To effectively overcome an objection, leasing agents must learn to ask insightful questions and seek clarification; both play a pivotal role in uncovering the root cause behind a prospect’s objection.  The goal is not merely to gather information but to discover the underlying concerns that may not be immediately apparent. By posing thought-provoking questions, you can encourage the prospect to articulate their objections more clearly, providing you with valuable insight into their mindset and preferences.  These questions should be strategic and catered to elicit detailed responses that shed light on the true nature of the objection. This step creates a platform for meaningful dialogue, enabling you to address objections more effectively and tailor your solutions to resonate with the person’s specific needs and concerns. Step 3: Rephrase the Objection As a leasing agent for apartments, "rephrasing the objection" is a crucial step in the objection-handling process. It involves more than merely parroting back the client's concern — it entails actively listening, interpreting, and reflecting on the objection in a way that showcases your understanding and empathy. By repeating the objection in your own words, you demonstrate that you have grasped the core of their apprehension and desire to address it effectively.  This step serves multiple purposes. By rephrasing the objection, you:  Validate the resident or prospect’s perspective Ensure mutual clarity on the issue at hand Show your commitment to resolving their concerns.  Rephrasing the objection acts as a bridge of communication, enhancing the connection between you and the resident by affirming you are on the same page and ready to collaborate on finding a suitable solution.  Through this process, you reaffirm their trust in your ability to navigate objections skillfully and provide tailored resolutions that align with their needs. Step 4: Offer Solutions To offer a solution involves presenting tailored and practical resolutions to effectively address objections, and for leasing agents, this is a pivotal phase in the objection-handling process.  By leveraging your expertise and understanding of the prospect's concerns, you can offer personalized solutions demonstrating your commitment to meeting their needs. Whether it involves proposing alternative options, outlining specific benefits, or providing additional information, the aim is to alleviate concerns and showcase your proactive approach to problem-solving.  This step not only serves to overcome objections but also illustrates your dedication to fostering a positive and collaborative relationship, ultimately paving the way for successful resolution and agreement. Step 5: Check for Agreement It can be tempting to stop at Step 4, believing that the hurdle is cleared once you have provided a viable solution. However, a critical concluding step in the objection-handling process is to check for agreement. After presenting a solution, ensuring that the resident genuinely agrees with the proposed resolution is essential. This involves actively seeking feedback and allowing time to express any lingering concerns or reservations.  You can address any hesitations and refine the solution if needed by engaging in open dialogue and encouraging residents and prospects to voice their thoughts. Additionally, by offering to research and brainstorm with your team, you convey dedication to going the extra mile to find the most suitable resolution.  This step reinforces the collaborative nature of the resident-agent relationship. It signifies your commitment to ensuring the people who live in your community are not just satisfied, but genuinely enthusiastic about the proposed solution.  Ultimately, checking for agreement strengthens the sense of partnership and trust, laying the groundwork for a successful outcome and a positive overall experience. Top 10 Objections and Potential Solutions Now that we’ve covered the five steps for handling objections, let’s turn to some real-life, common examples and look at a few practical solutions to overcome them. It’s all about practice and improving your leasing agent skills! Objection #1: “I’m just not sure I can afford the rent.” Solution: How you respond will differ based on the person or circumstance, but here are some ideas for overcoming this objection with residents and prospects. For a prospective resident, you could check for similar apartments, smaller apartments, a longer lease term, etc. Another idea is to refer them to a sister community while also taking that next step to actually call and talk to your colleague at that community while the prospect is there. For a current resident, initiate a conversation to fully understand the specific reasons behind the resident's financial concerns. Are they facing a job loss or other unexpected expenses? Once you have a better understanding, you can tailor your response accordingly. Discuss the cost of moving and the impact of that expense. Objection #2: “There are brand new apartments within a mile, and they are only $60 more per month.” Solution: If you work at a property in a growing metropolitan area, be prepared to overcome this objection. For instance, Dallas nearly beat New York City for the most new apartments built in 2024; it’s currently the second-highest rate of new construction in the nation. In areas of high growth, you’ll likely face competition with new properties offering sweet promotional deals for new leases.  So here are a few questions to ask: “What is the most important thing about finding an apartment: amenities, location, or having a brand new apartment?” “Have you asked, or considered, what rent increases might take effect once it is time to renew?” The lease-up phase involves reasonable rates to fill a property, but rates typically increase dramatically when the lease is up for renewal. If a resident or prospect really just wants to live in a newly constructed community, consider your sister communities and make the connection on their behalf, if possible. Objection #3: “There is no washer/dryer in my apartment?” or “The washer/dryer is in the bedroom — seriously?” Solution: Based on the situation, below are some suggestions.  No washer/dryer in the apartment: Opportunity to bring their own washer and dryer. Suggest a rent-to-own option. If this is a common issue for your community, research local rent-to-own stores that offer this so you can provide that information.  Negotiate a special rate or arrangement with a local laundromat or laundry delivery service. Dissatisfied with washer/dryer location: Consider the convenience. Having your washer and dryer in your room makes washing and putting away laundry that much easier. If this is truly a problem for them, find another floorplan or suggest a sister property. Objection #4: “I’ve read your reviews online, and quite frankly, I’m a little worried.” Solution: First and foremost, you should be well aware of any negative comments posted about your property online. More importantly, you should actively address them. If not, then you unfortunately have a reputation management issue, and you need a solution to address it. In the ever-growing world of social media and online review sites, being proactive with comments and reviews is paramount. And if you’re only hearing about negative reviews from prospective residents, that’s a problem.  Because managing all the things people put online can be a full-time job, many property management professionals have come to rely on online reputation management (ORM) and survey solutions to stay informed, responsive, and competitive. With robust solutions in place to help manage your online presence and remain attuned to resident sentiment, handling objections related to reviews will be a piece of cake! However, here are a few leasing agent tips to keep in mind:  Be positive and professional: Always remember to respond to negative reviews positively and professionally. This will show your prospects you are attempting to resolve any issues with current residents. Acknowledge their concern. Assure them that the leasing staff investigates any situations and will do everything within their power to make it right as customer service is a top priority. Invite them to an event: Sometimes seeing is believing, so invite prospective residents to attend your next resident event.  Objection #5: “These [insert the concern: carpets, appliances, cabinets, etc.] are old and really need to be replaced.” Solution: Based on the concern, below are some suggestions.  Carpet: If there is a plan for carpet replacement, let them know it’s a project on the horizon. Instead of focusing on the carpet, help turn the prospect’s attention to the other positive features of the apartment (e.g., spacious layout, updated kitchen, great location. If possible, show them photos of how others have added throw rugs to improve the look and feel. Appliances: This might be an opportunity to highlight your maintenance program, assuring prospective residents that your teams promptly address necessary repairs. Again, play to the positives, whatever those might be.  Cabinets: If the cabinets need replacement, do you have options for residents to make improvements? If they can’t be replaced, could you offer to have them painted? Are there rent-friendly hardware options you could suggest? Providing examples and photos is always helpful, if possible.  Objection #6: “I really need to discuss this with my partner (husband, roommate, etc.).” Solution: According to a recent study by Harvard’s Joint Center for Housing Studies, “rental prices are unaffordable for a record number of Americans with half of all renters paying more than 30% of their income on rent and utilities.” So it’s important to acknowledge that it is a big decision. But before they walk out the door, here are some options:  Ask them, “If you were the only person deciding on the apartment, would you want to make a deposit?” Offer a 24-hour hold for the apartment. Objection #7: “The living room (or kitchen or bedroom) is just too small. My furniture won’t fit.” Solution: Your best tool to overcome this simple objection is to have a measuring tape on hand. Make it a habit to keep one with you as you are showing apartments. Beds and sofas tend to take up the most real estate in an apartment layout, so keep in mind the most common size of furniture items:  Regular three-seat sofas typically measure about 35 inches deep by 84 inches wide. Loveseats often measure 60 inches wide by 35 inches deep Apartment-size sofas are usually between 68 and 80 inches wide, with a few inches shaved off to save space in depth.  Below is a quick reference for bed sizes.  Based on their furniture, you can use the measuring tape to show them the amount of space a bed or other piece of furniture would take up in any of the rooms. If the space is a hurdle you can’t overcome, refer them to a sister community. Objection #8: “I’m not really sure about the neighborhood.” Solution: Know the neighborhood so you can speak truthfully to the area. More importantly, you need to know every positive piece of information about your neighborhood; to do that, you must take some time to explore the area. Highlight Neighborhood Benefits: Positive attributes: Emphasize the neighborhood's strengths, such as proximity to public transportation, schools, parks, or shopping centers. Crime Statistics: If safety is a primary concern, discuss the neighborhood's crime rate, police presence, and any community watch programs. If available, provide accurate crime statistics for the area to address safety concerns. Safety measures: If the property has security features like gated access, surveillance cameras, or onsite staff, highlight these. Share your experiences: If you live in the neighborhood or have personal knowledge, share positive experiences. Testimonials from current residents: Ask if you can share testimonials from satisfied residents with similar concerns. Knowledge is power. Be clear about what your community offers, and then back that up with facts you can share.  Objection #9: “I’m just not ready yet. This is only the first apartment community I’ve toured.” Solution: In this case, utilize the 24-hour hold. Also, ask the prospect about the other communities they plan to tour; it will give you an idea of your competition if they are willing to share that information. Objection #10: “[Insert name of your competition] is running a special of no deposit down and one month free. Do you have any specials?” Solution: This one is a bit trickier to deal with, but it’s equally crucial for you to know your competition. Pay attention to lease specials and promotions to be prepared and proactive in overcoming this hurdle. As you become aware of competitor specials being offered, ask your property manager what you can do to balance this out. If your community doesn't have a specific first-time lease special, offer alternative incentives that might appeal to prospective residents. This could include: Concessions: Rent credits, waived fees, or discounted utilities. Upgrades: Offering upgrades like upgraded flooring or appliances. Special promotions: For example, a "refer a friend" program or a loyalty program. Focus on the overall value: Emphasize that your community offers long-term value beyond short-term promotions. Discuss factors like property management, community events, and the overall living experience. Avoid focusing solely on price: While price is important, show how your community's value proposition extends beyond the initial rental cost. By acknowledging the competition, offering alternative incentives, emphasizing long-term value, and providing a personalized experience, you can effectively overcome the "lease specials" objection and increase your chances of securing a lease. Leasing Agent Tips: Let “Ideas” Be Your Guide An acrostic mnemonic is a sentence or poem where each part of the text's first letter (or letters) represents something you’re trying to memorize. It’s a valuable tool to help remember things.  While you likely are familiar with some familiar mnemonics — colors of the rainbow: ROY G BIV or the order of operations in math: Please Excuse My Dear Aunt Sally — here’s one to help leasing agents for apartments. "IDEAS" is a common acrostic used in the real estate industry, particularly in apartment leasing, and it's a helpful tool for identifying and addressing objections from prospective residents. Here's a breakdown of each letter: I: Identify the Real Objection Understanding the underlying reason for the objection is crucial for providing a relevant and effective response. D: Discover Your Competition Knowing what other properties offer can help you position your community more competitively. E: Explore Your Sister Communities If applicable, consider leveraging the strengths of other properties within your management company or portfolio. A: Analyze Your Brand Advantages Highlight the unique features and benefits that set your community apart from the competition. S: Suggest Solutions Offer tailored solutions that address prospective residents' concerns and meet their needs. This acrostic provides a structured approach to handling objections and increasing the likelihood of securing a lease. Solutions That Keep Residents Satisfied Once you address a prospect’s objections and secure them as a resident, these Grace Hill solutions can help keep them satisfied while also improving your property’s performance. Reputation Management According to the 2024 Renter Preferences Survey Report, 71% of renters searching for a new apartment won’t visit a property if the reviews aren’t stellar. As a property manager, you know blind spots in your online reputation are dangerous. However, managing feedback scattered across the web is time-consuming, and generic solutions lack industry-specific features. Grace Hill’s enhanced Online Reputation Management (ORM) solution offers a consolidated view of your reviews, listings, and social sites, along with key metrics to help you understand overall performance and can help you attract prospects and retain residents! Read more on Reputation Management: How To Skyrocket Your Leasing Success Using Reputation Management Surveys With Grace Hill’s KingsleySurveys you can turn insight into action! The link between satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and NOI for multifamily and commercial real estate organizations. Read more on Surveys: 5 Proven Ways To Boost Resident Survey Response Rates Training Training is necessary for developing a team of leasing agents with the required skills to improve resident satisfaction and increase sales. With changing regulations and high employee turnover, it’s harder than ever to support your team and make them successful. Did you know that 76% of employees say they are more likely to stay at a company that offers continuous training? More than 2,300 companies trust Grace Hill, so you can be confident you’ll have what you need to educate employees and reduce risk in your organization. Plus, our award-winning training content is comprehensive, and our Learning Management System (LMS) is easy to administer, so you can focus on what matters most – satisfying residents! Read more on Training: Learning to Earning: How Training Results in Greater ROI In the dynamic world of apartment leasing, the ability to effectively handle objections is a vital leasing agent skill to possess. By understanding the underlying reasons behind objections, listening attentively, offering tailored solutions, and checking for agreement, you can turn potential roadblocks into opportunities for building solid relationships and securing leases. Remember, objections are not rejections but rather requests for more information. By mastering these techniques and staying informed about your competition and market trends, you'll be well-equipped to navigate the challenges and triumphs of the leasing industry. Important notes: - Published on: 2024-08-28 09:00:30 - Category: Posts - [Leasing Agent Tips And Tricks: How To Overcome Objections](https://gracehill.com/blog/overcoming-objections/): Learning to overcome objections is a skill all leasing agents must work to develop, and while practice makes perfect, it’s equally important to have a few tips and tricks up your sleeve!  The reality is that leasing agents’ skills are… ------------------------- # How To Budget in Multifamily: 5 Things To Add To Create A Memorable Resident Experience > When budgeting for a multifamily rental community, there is much more to consider than just expenses and revenue. To create a memorable resident experience, you must allocate budget resources to ensure the community is inviting, comfortable, and well-maintained. We'll explore… Full Content: When budgeting for a multifamily rental community, there is much more to consider than just expenses and revenue. To create a memorable resident experience, you must allocate budget resources to ensure the community is inviting, comfortable, and well-maintained. We'll explore five essential items you should consider including in your multifamily budget to provide an enjoyable living experience for your residents. Jump to a Section Understanding the Importance of Resident Experience in Multifamily Housing Figure Out What Your Residents Want Five Key Areas to Enhance the Resident Experience Understanding the Importance of Resident Experience in Multifamily Housing As a manager of multifamily rental housing, you know that a successful community requires more than filling vacancies and collecting rent. Creating an outstanding resident experience should be a top priority, and it can make a significant difference in both your financial success and management reputation. The quality of amenities, services, and customer service directly impact residents' satisfaction, which can increase the likelihood of them renewing their leases and recommending your property to others. This translates to higher occupancy rates and increased rental income. Moreover, a positive resident experience can also help minimize resident turnover, which can be expensive and time-consuming. Providing a welcoming and comfortable environment with personalized amenities and services creates a sense of home for residents, encouraging them to stay longer and pay more in rent. Financial success and a better management reputation often follow when you prioritize the resident experience. So when budgeting, invest in amenities, services, and customer service that keep the resident experience at the forefront of any property manager's mind. Figure Out What Your Residents Want Understanding what your residents want is critical when budgeting for multifamily rental housing. It's not enough to assume you know what they desire in their communities and apartments. You must actively seek out their opinions to understand what makes their experience truly memorable. One of the best ways to determine what your residents want is by conducting surveys. A well-designed survey can help you gather information about your residents' needs, preferences, and concerns. Solutions like Grace Hill's KingsleySurveys can give you a better idea of what works well in your community and what areas need improvement. With the support of experts to analyze survey results, you can gain valuable insights to help you make data-driven decisions about enhancing the resident experience. By conducting resident surveys, you show your residents that you care about their opinions and genuinely desire to create a community that meets their needs. Plus, their feedback can help you make informed decisions about where to allocate your budget to enhance the resident experience. Five Key Areas to Enhance the Resident Experience As a multifamily housing manager, creating a positive and memorable resident experience should be at the top of your priority list. While the budget may be limited, there are still key areas where you can allocate resources to enhance the quality of living for your residents.  Here are five key areas to consider when adding to your budget for the upcoming year: Community Events: Organizing events for your residents can foster a sense of community and bring everyone together. Consider hosting monthly events like game nights, movie screenings, or potluck dinners. These gatherings don't have to break the bank and can be an effective way to make your multifamily community stand out. Pet Amenities: According to recent surveys, almost 70% of renters have pets, which means that pet amenities are an essential factor when it comes to creating a positive resident experience. Consider adding features such as a pet park, pet grooming services, or designated pet washing stations. Concierge Services: One of the most significant selling points of luxury apartments is the presence of a concierge. While not all multifamily properties can afford a full-time concierge, you can still provide limited services that make residents' lives easier, such as accepting packages on their behalf or providing access to housekeeping services. There are a few service providers that you can leverage for these services without adding the extra overhead! Technology Upgrades: The world is increasingly becoming digital, and your residents expect the same from their living spaces. Consider upgrading common areas with high-speed Wi-Fi, installing smart thermostats, or providing keyless entry options. These upgrades will modernize the community and cater to residents' technology needs. Fitness Classes: Residents increasingly prioritize health and wellness, and offering onsite fitness classes can be a huge draw. Consider bringing in a yoga instructor or personal trainer to provide weekly classes for residents. This will help create a sense of community while also offering a valuable amenity. By investing in these five areas and more, you'll create a more enjoyable and memorable experience for your residents. Not only will this lead to happier residents, but it will also increase the property's value and generate positive word-of-mouth marketing. When creating your next budget, consider allocating resources to enhance these amenities and services to differentiate your multifamily property from competitors and make it a desirable living space. In today's competitive multifamily rental market, creating memorable resident experiences to attract and retain residents is crucial. To do so, multifamily managers need to set realistic budget goals and invest in key areas that will enhance the resident experience. These areas include improving common areas, investing in technology, providing high-quality customer service, hosting resident events, and offering convenient amenities.  By incorporating these elements into your budget planning, you can create an environment that residents will love and want to call home for years to come. Remember, happy residents are your best advertising, and investing in their experience will ultimately benefit your bottom line. Important notes: - Published on: 2024-07-22 08:01:40 - Category: Posts - [How To Budget in Multifamily: 5 Things To Add To Create A Memorable Resident Experience](https://gracehill.com/blog/budget-in-multifamily-to-improve-resident-experiences/): When budgeting for a multifamily rental community, there is much more to consider than just expenses and revenue. To create a memorable resident experience, you must allocate budget resources to ensure the community is inviting, comfortable, and well-maintained. We'll explore… ------------------------- # How to Budget in Multifamily: 5 Changes To Reduce Operational Costs > As a multifamily manager, you are under constant pressure to reduce operational costs, but that doesn't mean the budget has to suffer. In fact, with just a few simple changes to the budget, you can improve the bottom line while… Full Content: As a multifamily manager, you are under constant pressure to reduce operational costs, but that doesn't mean the budget has to suffer. In fact, with just a few simple changes to the budget, you can improve the bottom line while maintaining efficiency. To do that, let's look at five budget changes multifamily managers can make to save money without sacrificing quality. With these strategies, you'll be able to manage your budget better and ensure your business stays profitable. Jump to a Section Evaluate the Current Budget and Identify Areas for Improvement Streamline Operations To Save Time and Money Assess Your Policies and Training To Reduce Waste Five Ideas To Reduce Operational Costs Cut, Innovate, and Improve Evaluate the Current Budget and Identify Areas for Improvement In order to budget better and reduce operational costs, the first step is to evaluate the current budget and identify areas for improvement. Start by examining the financial statements and reports for your multifamily property, taking note of any recurring expenses that seem excessive or unnecessary. Look for areas where you may be overspending, such as utilities, maintenance, or marketing expenses.  One of the most powerful evaluation tools at your disposal is the Year-over-Year (YOY) comparison. By analyzing your property's financial performance over a specific period, such as the past year, you can identify trends, patterns, and areas of improvement. However, it's not enough to look at your own data; you need to benchmark against industry standards to understand where you truly stand. Industry benchmarks provide a holistic view of how well you're performing compared to your competitors, allowing you to identify opportunities for growth and optimization. Which performance metrics should you focus on? While there are numerous metrics to consider, some key ones include vacancy rates, turnover costs, maintenance expenses, and marketing effectiveness. By carefully monitoring and analyzing these metrics, you can make data-driven decisions that will help you reduce operational costs, increase ROI, and ultimately improve the overall performance of your multifamily property. It's also essential to recognize hidden cost-saving opportunities, such as outdated training programs or inefficient processes eating into your budget. Look at the policies and procedures your property management team has in place to determine if any changes can be made to reduce waste and increase efficiency. By continuously evaluating your current budget and identifying areas for improvement, you can ensure that your multifamily property remains fiscally responsible and continues to thrive. Budgeting Breakthrough: A Must-Have Planning Checklist Streamline Operations To Save Time and Money In the fast-paced world of multifamily management, finding ways to save time and money is essential to running a successful and fiscally responsible operation. One of the most effective ways to achieve this is by streamlining your operations. First and foremost, closely examine your current processes and identify areas that can be streamlined or automated. For example, consider implementing a property management software system to automate rent collection, maintenance requests, and lease renewals. Automating these processes can free up valuable time for your staff to focus on more critical tasks. Next, look for opportunities to consolidate tasks and eliminate redundancies. For example, if you have multiple apartment communities, consider centralizing certain functions, such as maintenance, to reduce overhead costs. By consolidating tasks, you can reduce the staff needed and minimize the time spent on repetitive tasks. Additionally, consider implementing a preventative maintenance program to identify and address potential issues before they become costly repairs. By conducting regular inspections and performing routine maintenance, you can extend the lifespan of equipment and reduce the need for expensive repairs. Finally, prioritize staff training and development to ensure your team has the necessary skills to perform their roles efficiently. Investing in solutions like Grace Hill's training increases productivity, reduces errors, and ultimately saves money in the long run. Assess Your Policies and Training To Reduce Waste To effectively reduce operational costs, it's vital for multifamily managers to assess their current policies and training procedures. Often, inefficiencies and waste can be found in these areas, resulting in unnecessary expenses.  Start by reviewing your existing policies and procedures. Look for any areas that may be causing wasteful practices or redundancies. For example, are there unnecessary steps in your maintenance request process? Are you using outdated systems or software that could be streamlined or replaced? Identifying and addressing these issues can eliminate waste and improve efficiency. Additionally, consider the training provided to your staff. Are they adequately trained on cost-saving practices and procedures? Are they aware of the importance of conserving resources? Do you have an LMS that allows you to build and assign custom training like Grace Hill’s Training LMS? Investing in proper training can go a long way toward reducing waste and lowering operational costs. Furthermore, it's important to regularly communicate and reinforce policies and expectations to your team. Solutions like Grace Hill's Policy solution help you centralize your policies in one location so that everyone on the team can access them anytime and on any device.  Ensure that everyone is aware of the cost-saving initiatives and encourage them to contribute ideas for improvement. You can foster a culture of accountability and responsibility by involving your staff in the process. Five Ideas To Reduce Operational Costs   Sustainable Landscaping: Utilizing sustainable landscaping practices, such as planting drought-resistant plants and using water-efficient irrigation systems, can save money on water bills and reduce maintenance costs. Request a meeting with your landscaping supplier to discuss a timeline and options for your region that will help you achieve your goals. Employee Training on Energy and Water Conservation: Educating employees on energy and water conservation practices can reduce utility costs and contribute to a more environmentally-friendly community. This can include turning off lights and appliances when not in use and reporting any leaks or malfunctions in plumbing systems. Grace Hill’s Training LMS allows you to upload and build custom training courses to educate employees on special procedures. Inefficient Office and Maintenance Processes: Analyzing and improving office procedures and maintenance processes can increase efficiency and reduce labor costs. In practice, this might include utilizing technology to streamline communication and task management and ensuring equipment is maintained correctly to minimize downtime and repair costs. Reduce Staff Turnover With Better Onboarding: High staff turnover rates can be costly in terms of recruitment and training expenses. Improving the onboarding process and offering opportunities for professional development can increase employee retention rates and save money in the long term. By combining Grace Hill's Training and Policy solutions, you can ensure new employees are adequately trained to be productive and succeed at their job. Create a Preventative Maintenance Schedule: Developing a preventative maintenance schedule can help identify and address issues before they become significant problems, reducing repair costs and downtime. Regular inspections and maintenance of HVAC systems, plumbing, and appliances can extend their lifespan and save money on replacement costs. Cut, Innovate, and Improve In today's economic climate, cutting costs and maximizing efficiency are crucial for multifamily managers. However, finding areas to reduce expenses can be a challenge. Successful managers understand that it's not just about cutting line items from the budget but also about improving systems and processes to increase overall efficiency. Though it may seem counterintuitive to add expenses, investing in new systems or tools to better onboard teams or communicate policies can realize huge savings down the road — often with better results than simply cutting line items! While reducing operational costs may seem daunting, it doesn't have to mean sacrificing quality. By evaluating the current budget and identifying areas for improvement, multifamily managers can uncover hidden savings opportunities. Streamlining operations is another effective way to save time and money, allowing managers to focus on more strategic initiatives. Assessing policies and training programs can also help identify areas where waste can be reduced. Managers can eliminate unnecessary expenses and improve overall performance by implementing targeted training and enforcing stricter policies. Reducing operational costs is not just about cutting costs but also about finding innovative solutions and improving processes. Multifamily managers who embrace this mindset and make strategic budget changes will not only save money but also improve overall efficiency and quality of service. Important notes: - Published on: 2024-07-19 08:29:20 - Category: Posts - [How to Budget in Multifamily: 5 Changes To Reduce Operational Costs](https://gracehill.com/blog/budget-in-multifamily-to-reduce-operational-costs/): As a multifamily manager, you are under constant pressure to reduce operational costs, but that doesn't mean the budget has to suffer. In fact, with just a few simple changes to the budget, you can improve the bottom line while… ------------------------- # Turn Negative Reviews Into Positive Opportunities > Jump to a Section Building Trust Through Transparency The Power of the Prompt Reply From Complaint to Resolution Proactive ORM is Your Competitive Advantage Simplify Your Property's Online Reputation Management In today's digital age, your online reputation is a crucial… Full Content: Jump to a Section Building Trust Through Transparency The Power of the Prompt Reply From Complaint to Resolution Proactive ORM is Your Competitive Advantage Simplify Your Property's Online Reputation Management In today's digital age, your online reputation is a crucial bridge between residents and property management. It fosters a two-way street of communication, allowing residents to voice their experiences and onsite teams to gain valuable insights.  Positive reviews highlight the things you're doing well, but they can also be a springboard for further communication. For example, a resident mentioning a fantastic community event in their review opens the door to discussing future events with new prospects. But ignoring reviews, especially negative ones, is like slamming the door shut on this vital feedback loop.  This blog explores the value of a negative review in building trust and how property managers can leverage Online Reputation Management (ORM) insights to pinpoint areas for improvement. Building Trust Through Transparency While a glowing five-star rating is the most desired, a perfect record might raise a skeptical eyebrow for potential renters. Negative reviews give your property credibility. By embracing all reviews, both positive and negative, you can foster open communication and use resident feedback to continuously improve your property.   A 2024 study by BrightLocal revealed that while 54% of consumers appreciate a response to positive reviews, a staggering 88% expect businesses to address all reviews. That means simply acknowledging praise isn't enough. A mix of positive reviews highlighting your strengths, alongside thoughtful responses to any negative concerns, paints a more authentic picture of your property and demonstrates your commitment to resident satisfaction.  The Power of the Prompt Reply  As you consider your online reputation, remember this: Reviews are the way your residents share their biggest pain points. They aren’t just negative sentiments but instead gold mines of opportunity. Someone took time to share that you didn’t live up to their expectations; it’s up to you to accept the feedback and take action! Reviews can also help identify larger trends among residents. One person’s discontent offers a chance to uncover weaknesses in your product, service, or overall experience. But, their frustration could be a window into a much bigger issue. Their experience might reflect a silent problem impacting many of your customers.  In fact, data shows that 96% of unhappy customers won’t even complain, but 91% of those will simply leave. By proactively addressing one person’s concern, you can prevent a wave of dissatisfaction from leaving your property. Embrace this feedback as a chance to learn and make things right, ultimately leading to a better experience for everyone. Disappointed customers who leave a review are giving you a second chance. To protect your online reputation and regain trust, here are three simple steps to take when your property receives a negative review. Respond promptly:  A timely response demonstrates that the property management team values resident feedback and is committed to resolving issues. Ideally, aim to respond within the first 24-48 hours. AI tools, like Grace Hill’s ORM solution, can be valuable assets to streamline your strategy, helping busy managers craft personalized, authentic responses and automate review monitoring. Address their issue: Addressing negative reviews head-on fosters trust and transparency with potential residents. When residents see you actively working to improve their experience, it emphasizes your dedication to providing a quality living environment. This positive online presence can influence their decision-making process, tipping the scales in your favor when compared to properties that remain silent. Show them you care about their satisfaction: When businesses demonstrate their willingness to engage with customers (even when faced with criticism), they showcase their commitment to excellent customer service, building a powerful bridge to loyalty. And it stands in stark contrast to competitors who might ignore resident concerns.  From Complaint to Resolution Don’t underestimate the importance of responding to negative reviews and having a resolution strategy in place. Khoros, a global leader in digital customer engagement, revealed, “If you want to build customer loyalty, not lose it, ramping up your brand’s customer service efforts is the best place to start.” In fact, 83% of customers reported a significant increase in loyalty toward brands that address and resolve their complaints.  Think of a complaint as an opportunity to turn a dissatisfied resident into a loyal brand advocate. By actively listening to a resident’s concerns and taking steps to address them effectively, you demonstrate that you value their feedback, which fosters trust and strengthens relationships.  Consider a review where a resident mentions ongoing noise complaints. This seemingly negative feedback could be a catalyst for positive change.  By implementing noise reduction measures and following up with the resident online, the property demonstrates responsiveness and a commitment to the resident's well-being. This transparency builds trust and paints a more realistic picture of the property — a place that values resident feedback and strives for continuous improvement. Proactive ORM is Your Competitive Advantage Reviews can act as a window into what local properties may be doing well. By analyzing the issues raised by unhappy residents, you can identify areas for improvement and adapt your offerings to better meet their expectations. This proactive approach demonstrates your dedication to continuous improvement and positions you as a leader in resident satisfaction, setting your property apart from the competition. Don't shy away from negative reviews — see them as a chance to improve and solidify your property's competitive edge! Remember, negative reviews are occasions to connect with residents and strengthen your online reputation. By leveraging them as a feedback communication channel, you demonstrate a commitment to resident satisfaction.  Embrace these opportunities to listen, learn, and adapt. After all, a thoughtful response to a negative review can turn a frustrated resident into a loyal advocate, and that's a valuable asset for any property.  Simplify Your Property's Online Reputation Management Running a multifamily property is tough. Managing your online reputation shouldn't be! With so much information across multiple sites and social platforms, keeping up with it all can be challenging. Using a tool to consolidate your online reputation to track trends and alert you when new reviews emerge helps you respond with less administrative effort. By utilizing a comprehensive ORM solution like Grace Hill, you can be sure you never miss an opportunity to engage. Grace Hill gives you a single dashboard view of your reviews, listings, social media, and key performance metrics. We help you respond to reviews faster, boost social media engagement, and leverage customer insights to attract new tenants.  Ready to simplify your online reputation? Request a free demo today and see how Grace Hill can transform your online presence.  Important notes: - Published on: 2024-07-18 15:44:13 - Category: Posts - [Turn Negative Reviews Into Positive Opportunities](https://gracehill.com/build-resident-loyalty-with-online-reputation-management/): Jump to a Section Building Trust Through Transparency The Power of the Prompt Reply From Complaint to Resolution Proactive ORM is Your Competitive Advantage Simplify Your Property's Online Reputation Management In today's digital age, your online reputation is a crucial… ------------------------- # From Leads to Leases: Proven Telephone Techniques That Convert > Telephone prospects are among the most important prospects you can have as they tend to be more dependable than walk-ins. Leasing agents for apartments play a crucial role because it’s an opportunity to build excitement. And once that excitement for… Full Content: Telephone prospects are among the most important prospects you can have as they tend to be more dependable than walk-ins. Leasing agents for apartments play a crucial role because it’s an opportunity to build excitement. And once that excitement for seeing your community is established, the telephone prospect will likely keep their appointment.  More importantly, when they agree on an appointment, you already know the following to be true: They like you — the leasing professional. The rental rate is acceptable. Your property’s location or neighborhood is satisfactory. Your apartment community sounds appealing to the prospect. People who call first tend to have a system for their apartment search, and their phones play a key role in how they search. As a result, by the time a telephone prospect arrives for a tour, they are a primed and qualified lead. Jump to a Section The Truth About Online Leads Leasing Agent Tips for Telephone Inquiries 6 Steps to a Successful Call 10 “Cues” for Asking Qualifying Questions How To Tell, Not Sell Leasing Agent Tips for Getting the Appointment Proven Solutions That Support Leasing Agent Skills The Truth About Online Leads According to the National Apartment Association (NAA), “About 98% of people searching for apartments use online resources when looking for their next home—and 20% use only online sources for their search.”  Some prospects begin with an internet search, while others use it to gather more details about a community that was either recommended or seen while out and about. But it all boils down to this: Online leads are just telephone call leads in the making. As an apartment leasing agent, your job is to get the lead on the phone — and as soon as possible. Therefore, you should respond to online inquiries within two seconds rather than two hours. It is imperative to reply quickly and get them on the phone immediately. And the best way to do this is to always respond by calling rather than emailing.  Remember: You can — and should — always send an email following your call, but a phone call provides a quick personal connection and gives you a chance to make sure a prospect has no further questions.  Leasing Agent Tips for Telephone Inquiries Converting phone calls into tours is the key to filling vacancies. Here are some tips on how to use your phone skills to create a sense of urgency, schedule appointments, and convert those inquiries into leases. Create a Sense of Urgency For leasing agents, the primary objective is to get telephone prospects to the property. And to do that, it’s crucial to first create a sense of urgency.  Using the phrase “right now” with prospects helps promote that need to hurry, but in reality, “right now” can mean today, tomorrow, or as soon as they can make it to your community.  Schedule an Appointment It is okay to set an appointment but ensure you build excitement for seeing the community. Remember, the prospect is actively looking for a home, and a prompt response can make all the difference.  Set a Specific Appointment Time If the prospect cannot visit on the same day they speak to a leasing agent, be sure to set a specific appointment time. The tour appointment is a great way to ensure the visit will occur. Try to secure a date and time for the visit and follow up before the visit to confirm the appointment.  Avoid Disqualifying Prospects Too Soon Don’t be too quick to disqualify a prospect. Prospects who feel the rent is too high often discover rental rates are competitively set after calling a few other communities. Instead, focus on getting the prospect to visit so you can overcome objections in person. 6 Steps to a Successful Call In the fast-paced world of multifamily apartment leasing, mastering powerful telephone communication techniques can significantly enhance your sales success. How you handle calls can make a lasting impression when dealing with prospective residents, so you must know how to do it well.  To help boost your leasing agent skills, we've outlined six essential steps to ensure every call is successful. From promptly answering by the third ring to exuding a warm and friendly tone, these techniques will not only make you stand out but also increase your chances of converting leads.  Here are six powerful telephone techniques to elevate your leasing game! Stop What You’re Doing: Do not ignore calls. In today's fast-paced market, responsiveness can be the difference between landing the perfect resident and losing them to a competitor.  Answer by the Third Ring: Try to answer the phone on the first ring; this is key! Your prospects do not expect you to do this, so it makes you stand out. If you can’t answer by the first ring, be sure to answer by or before the third ring. Smile...The Caller Will Hear It: Smile when you answer the phone to create a perception of a friendly and professional leasing agent. Even though you can't see the caller, the tone of your voice with a smile instantly conveys warmth and trust.  Be Enthusiastic: Greet callers enthusiastically and speak clearly, using an unhurried, welcoming pace of speech. An example of an enthusiastic greeting is, “Thank you for calling Sunshine Apartments. My name is Rick, and you are?” This is also a great way to immediately obtain the prospect’s name. Sound Warm and Friendly: A positive attitude goes a long way. While it may seem simple, leasing agents should ensure every telephone interaction includes a warm and friendly tone. An upbeat tone projects an aura of approachability, putting the prospect at ease. They will instantly feel like they're talking to someone who genuinely wants to help.  Have Your Leasing Tools Ready: It’s important to be prepared, which means having a pencil, pen, and notebook nearby. You should always know your availability without having to look it up. 10 “Cues” for Asking Qualifying Questions There is no need to just “wing it” when speaking to prospects on the phone! Use a “cue card” to help you ask leading questions that create more meaningful telephone conversations. Whether you write a prospect’s answers to your questions or enter them directly into your leasing system, remain focused on the caller throughout your discussion. Remember, telephone prospects are hot leads, but at this step, it’s all about connection. Don’t make the mistake of not listening —  and by listening, we mean “actively” listening — to a caller; people can sense disinterest and distraction even through the phone.   Below are ten simple cues that leasing agents can use to ask qualifying questions. Introduction: “Thank you for calling. My name is _____, and you are _____?”  Contact Information: Now that you know the prospect’s name, use it! “[Insert name of prospect], what is your phone number in case something comes up or we get disconnected? “What’s a good email for you?” Referral Source: “How did you hear about our community? Do you work nearby or know someone who lives here?”  Important Qualifiers: “I want to find the perfect home for you. Do you mind if I ask you a few questions?” “Is the home just for you, or will you live with others?” “Will you be bringing any pets?” “When are you planning to move?” “What price range are you budgeting for?”  “Do you mind if I ask why you are considering a move right now?” Specific Needs: “Take a moment and describe the type of home you are looking for. Do you have any special needs or preferences?” Describe the Benefits: Take an opportunity to talk about the apartment community’s amenities and services that align with the prospect’s specific needs and desires. Use this to help create a sense of urgency. Depending on the prospect’s needs, you might follow with something like, “That’s one of our more popular floor plans” or “Those units are going fast, but we have a few still left.” Invite: “When do you think you might come by for a visit? I want to make sure I am here so I can personally assist you.” Offer: Before ending the conversation, provide the caller with specific directions. Assume prospects have no idea where you are located; the last thing you want is for them to show up at a competitor’s property. Set and Confirm: Share some available appointment dates and times, giving prospective callers options.💡Did you know that appointments scheduled on the quarter hour (for example, 10:45 or 12:15) have a higher rate of being remembered and attended (RentVision)?  Say Thanks: Again, use the caller’s first name, and thank them for calling! How To Tell, Not Sell To boost your leasing agent skills and success, you must learn telephone techniques for creating strong connections with prospective residents. Using vivid word pictures and emotional language helps prospects envision the lifestyle your community offers.  Discussing specific apartments, emphasizing value, and creating a sense of urgency are key strategies to make your property stand out and encourage immediate interest. Here are some techniques to enhance your phone skills and convert more leads into residents. Use Word Pictures: Use good, descriptive adjectives to help the prospect picture what you have to offer and the kind of life they could live there. Use Emotional Words: Share words that evoke emotions like comfortable, inviting, stylish, or friendly. Confer with your staff to come up with words everyone can use to describe your community. These words will make sure prospects — both in person and on the phone — connect with your property. Sell a “Specific” Apartment: Feel free to share information about an apartment you showed that same day. Talk about a specific apartment rather than apartments in general, as this will enable the prospect to connect with the apartment on a more personal level. Sharing details about a specific apartment will also help create a greater sense of interest. Sell Value: Discussing rental rates in person following a tour is always preferable. However, when asked, be intentional with your language. For instance, quote the price as “twenty-two hundred” rather than “two thousand, two hundred.” In addition, focus on creating value around the price before offering the quote. Create Urgency: Advertise specials or warn of limited availability. You can also share specific apartment-related information, such as, “This is the last one with this carpet/cabinet color/in this specific location.” Leasing Agent Tips for Getting the Appointment When working to set an appointment, give your prospect two options for an appointment time. Your goal is to have the second option as the most ideal option for the customer.  Below is a sample script for leasing agents to help guide you until it feels natural. Leasing Agent: Diane, when can you come by for a visit? I want to make sure I’m here so I can personally assist you.  Would you prefer to come on Saturday or Sunday? What time works best: 10:45 a.m. or 3:15 p.m.? The interaction above shows your willingness to accommodate, narrowing down appointment time options using the funnel technique.  As a leasing agent for apartments, remember that telephone prospects are some of your hottest leads, so giving your telephone prospects your full attention is in your best interest!  Practice various scripts to create urgency and find the one that works best for you. Soon, you will be consistently turning telephone leads into leases! Proven Solutions That Support Leasing Agent Skills Leasing agents are the frontline to your property’s success, and while you may have established telephone techniques, do you know for sure that they’re working? Too often, property managers set procedures and expectations but then never actually test their effectiveness. Let Grace Hill help! Grace Hill has industry-specific solutions designed to deliver unbiased assessments that help move your business forward. Mystery Shopping Mystery Shopping is a proactive strategy designed to get unbiased evaluations of your leasing performance , offering actionable insights, personalized remediation, and specific upskill training. By blending technology with assessment best practices built specifically for the multifamily property management industry, Grace Hill’s easy-to-administer, discrete mystery shopping programs use proven sampling strategies to deliver timely performance assessments. KingsleySurveys If you never ask, you’ll never know. With Grace Hill’s KingsleySurveys, you can evaluate the perceptions of employees and residents, to help you identify what is working and what needs to be addressed. With KingsleySurveys’ comprehensive survey tools, you’ll gain actionable insights and industry benchmarking data.  Leasing agent skills that incorporate powerful telephone techniques into the overall leasing strategy are essential for driving success and ensuring potential residents have a positive first impression of your property.  However, without regular evaluation and feedback, it can be challenging to know if these techniques are truly effective can be difficult. Grace Hill's industry-specific solutions like Mystery Shopping and KingsleySurveys, help you obtain unbiased, actionable insights into your leasing team's performance.  By leveraging these proven solutions, you can continuously refine your teams’ telephone techniques and overall leasing strategy, ultimately leading to greater success for your property.  Let Grace Hill be your partner in achieving excellence and driving your property’s success forward. Important notes: - Published on: 2024-07-15 08:30:57 - Category: Posts - [From Leads to Leases: Proven Telephone Techniques That Convert](https://gracehill.com/blog/powerful-telephone-techniques/): Telephone prospects are among the most important prospects you can have as they tend to be more dependable than walk-ins. Leasing agents for apartments play a crucial role because it’s an opportunity to build excitement. And once that excitement for… ------------------------- # Catching Up With 2022 Impact Hero Award Winner Sara Ogle > At Grace Hill, we’re dedicated to fostering positive impacts both within our corporate realm and throughout the communities we serve. The Impact Hero Awards Program recognizes individuals at Grace Hill client companies who demonstrate exceptional dedication to helping others and… Full Content: At Grace Hill, we’re dedicated to fostering positive impacts both within our corporate realm and throughout the communities we serve. The Impact Hero Awards Program recognizes individuals at Grace Hill client companies who demonstrate exceptional dedication to helping others and making a tangible difference locally. It’s been two years since Sara Ogle was honored as a finalist for the Impact Hero Award, and we recently had the pleasure of catching up with her to see how this award has influenced her life and work. Her journey since receiving the award has been nothing short of inspiring, and we’re excited to share her reflections with you in the Q&A below.  Where Her Journey Began “Big heart. Giving spirit. Passionate. Servant leader. True hero. These are a few phrases used to describe Sara Ogle.” Sara Ogle was our 2022 Impact Hero First Runner-Up. Her impact journey began after watching a webinar by popular speaker Toni Blake on social responsibility, specifically Red Nose Day, which is an annual fundraising campaign to end the cycle of child poverty and ensure a healthy future for all children.  Inspired by what she heard, Sara jumped at the chance to participate in a Red Nose Day event, but she didn’t stop there. Going beyond just her multifamily community, she took the initiative to create RHCares, a company-wide philanthropic movement for Westwinds parent company, Ripley Heatwole Company, Inc. While she successfully spearheaded various volunteer campaigns for RHCares, that was just the beginning for Sara. From there, her efforts and impact blossomed, driven by what she clearly recognized as a need for change in her immediate community. Read Sara’s Full Story. The Personal and Professional Ripple Effects When we asked Sara about the impact of the award, she highlighted the incredible opportunities it has opened up for her. The recognition has not only enriched her resume but has also positioned her as a more qualified candidate for roles that emphasize community engagement. Reflecting on the ripple effects of being recognized as an Impact Hero award winner, she sees how it has been instrumental in her career growth while amplifying her ability to contribute meaningfully to her community. Grace Hill (GH): How has receiving the Impact Hero Award impacted both your personal and work life since winning? Sara Ogle (SO): Winning this award was so rewarding for me, both personally and professionally. It has allowed me opportunities to network with those in circles I may not have otherwise had the chance to do so. It has also allowed me to form stronger relationships with public servants in our community, leading to making a bigger impact in the community. Sara's recognition as an Impact Hero has had profound ripple effects that extend far beyond the initial accolade. The award has bolstered her professional credentials and strengthened her community connections, empowering her to drive significant, positive change.  As Sara continues to leverage these opportunities, she exemplifies the enduring impact that recognition can have on an individual's ability to influence and improve the world around them. Lessons and Insights: A Journey of Empathy and Strength Sara’s involvement with community organizations has profoundly deepened her understanding of empathy and resilience and broadened her perspectives, allowing her to connect with diverse groups and with unique challenges. Reflecting on her experiences through the process of being recognized as an Impact Hero, she shared with us the following: GH: Can you reflect on any lessons or insights you've gained about yourself or your work through the process of being recognized as an Impact Hero? SO: I’ve realized that I am stronger and more empathetic than I ever knew I could be — and how heavy the weight of empathy can be at times. Through my work in the community, especially with partners such as Stop the Violence 757, I've been exposed to different cultures and issues with which I do not have the same shared experiences. For example, assisting with events for mothers who have lost children to gun violence and finding ways to combat and eliminate such acts has been heartbreaking and discouraging at times because you feel so helpless. However, it has a profound impact on their lives just knowing someone is there and wants to understand and make a difference.  Sara's journey illustrates the transformative power of empathy and resilience. Her work with community organizations has not only enhanced her personal growth but also made a significant difference in the lives of those she serves. Through her commitment and compassion, Sara continues to inspire others, demonstrating that even in the face of immense challenges, one person's efforts can create a lasting positive impact. Leadership and Collaboration: A New Approach The Impact Hero Award has also reshaped Sara’s approach to leadership and collaboration. This newfound confidence has inspired Sara to advocate for collective efforts, emphasizing that more significant change can be achieved together.  GH: How has winning the Impact Hero Award influenced your approach to leadership and collaboration within your projects or initiatives? SO: It has given me greater confidence in myself and the belief that I can do more. It is my goal for 2025 to launch a local philanthropic group within the multifamily industry to give back.  Her vision for a philanthropic group is a testament to her continued commitment to fostering community engagement and support. By championing collective efforts and envisioning new initiatives, she is poised to drive even greater community engagement and support. Her journey underscores the power of recognition in inspiring leaders to aim higher and achieve more together. Memorable Moments and Inspiring Interactions Sara recounted several memorable interactions that have inspired her along the way.  GH: Can you share any memorable moments or interactions with individuals who were inspired by your recognition as an Impact Hero? SO: This past year, I was recognized by two organizations in our community, CUTS Yep and Stop the Violence 757. Both are making a significant impact on our local communities. I was humbled to receive these acknowledgments. One particularly memorable moment was meeting a woman at a gala who shared with me how proud she was to be part of the multifamily industry, knowing there are still kind souls trying to make a difference. We discussed the importance of remembering that while we are a business, we are a people business first. That day, I met a friend for life.  Sara's memorable interactions and heartfelt connections highlight the profound impact of her recognition as an Impact Hero. These experiences validate her efforts and reinforce the importance of empathy and kindness in the multifamily industry; it’s a testament to the power of recognition in fostering meaningful relationships and inspiring others to make a difference.  Driving Change: A Trusted Advocate The award has also enhanced Sara’s ability to drive change and support her community.  GH: How has the Impact Hero Award recognition influenced your ability to drive change or make a difference in your community? SO: Community leaders and public servants have contacted me for assistance with various resources, knowing that I will not leave any stone unturned. Receiving a personal call from the Mayor asking for my help with different family situations was incredibly humbling. I was so humbled that he trusted me. I feel like this award drives change in that others are following suit, joining causes and helping strangers without motive or intent.  Sara’s inspiration to others highlights the far-reaching impact of her efforts. Her unwavering commitment and trusted advocacy exemplify the true essence of leadership, demonstrating how one person's dedication can inspire collective action and foster a spirit of philanthropy. The Broader Impact: A Community’s Gratitude One of the most touching moments in Sara’s journey was realizing the broader impact she had on her community.  GH: Have you noticed a broader impact within your community or field as a result of winning the award? SO: When I decided to make a career change and leave a position I’d held for ten years, the community hosted a going-away party. The residents’ thoughtful gifts and heartfelt speeches moved me deeply. Hearing their stories of feeling safe, knowing I was doing everything possible to create a community where strangers become friends and then “family” moved me to tears. They thanked me over and over for being a part of that family. I do not know that I ever realized just how big an impact I had made on their lives, and I know for sure they didn't realize the impact they had on mine!  Sara’s story is a powerful reminder of the importance of community and the profound difference one person can make. Her journey since winning the Impact Hero Award illustrates the lasting impact of recognition and the potential for ongoing positive change. At Grace Hill, we are incredibly proud of Sara and the remarkable contributions she continues to make. Her journey since winning the Impact Hero Award illustrates the significant impact that recognition and support can have on both personal and professional levels. The award has validated Sara's efforts and amplified her ability to drive positive change within her community. The Impact Hero Award has proven to be a catalyst for broader community engagement, inspiring others to join causes and support those in need. Sara’s story is a powerful reminder of the importance of empathy, resilience, and the lasting difference one person can make. We encourage everyone to get involved with the Impact Hero initiative. By recognizing and supporting individuals dedicated to making a difference, we can collectively foster a more compassionate and connected community. Together, we can celebrate and empower more heroes like Sara, driving meaningful impact and making our communities stronger and more resilient. Important notes: - Published on: 2024-07-12 11:38:08 - Category: Posts - [Catching Up With 2022 Impact Hero Award Winner Sara Ogle](https://gracehill.com/blog/catching-up-with-2022-impact-hero-award-winner-sara-ogle/): At Grace Hill, we’re dedicated to fostering positive impacts both within our corporate realm and throughout the communities we serve. The Impact Hero Awards Program recognizes individuals at Grace Hill client companies who demonstrate exceptional dedication to helping others and… ------------------------- # Understanding and Serving the Growing Market for Medical-Related Office Buildings > More than four years after the onset of the COVID-19 pandemic sent workers home, office markets still have not recovered. In fact, office vacancies continue to rise as tenants, large and small, are downsizing their workspaces, and few real estate… Full Content: More than four years after the onset of the COVID-19 pandemic sent workers home, office markets still have not recovered. In fact, office vacancies continue to rise as tenants, large and small, are downsizing their workspaces, and few real estate experts expect market demand to revert to pre-pandemic levels in the foreseeable future. Property managers face increasing challenges in keeping their office buildings leased. One notable exception is medical-related office buildings, which have been far outperforming generic offices, especially in recent years. These facilities take two primary forms: medical office buildings (“MOBs”) and life-science buildings. MOBs house physician offices and related services (like blood labs) and are typically located adjacent to a hospital or in a community retail center near patients. While MOBs often have some unique features, like a backup generator for emergency power and a covered drop-off area, most look and function like generic office buildings, albeit with a particular tenant type. Healthcare demand has been rising as the population ages, and more people have access to healthcare insurance through the Affordable Care Act, fueling demand for MOB space. MOB demand also has been increasing as hospitals and medical practices seek out more affordable alternatives to hospitals for doctors’ offices. By contrast, life-science buildings are much more specialized facilities that facilitate the research and operations of companies involved in pharmaceutical and biotech research, development, and production. Demand for these facilities had been growing for years but then soared during the pandemic as firms raced to develop COVID-19 vaccines. The search for new drugs and the aging population will ensure continued demand for more lab space. Unlike MOBs, life-science buildings are generally purpose-built with expensive features needed to support the laboratories and manufacturing space that occupy much of the building, along with the offices that support these functions. Life-science buildings are usually located near universities to be convenient to the researchers who lead the labs. Although, there are key differences between MOBs and life-science buildings, what is common to both types of offices, is that each has unique tenants. This means property managers must possess specialized knowledge in order to better serve their tenants. The Importance of Tenant Survey Data As Grace Hill explained in a previous blog, perhaps the most effective and cost-efficient strategy for retaining tenants is doing everything possible to ensure they are happy in your building. Studies show that satisfied tenants are more likely to renew — and to provide favorable word-of-mouth recommendations to other firms — which helps increase occupancy.  How can you keep your tenants happy? To start, it requires a deep understanding of their needs, concerns, and priorities. Some examples include understanding what additional amenities tenants want and how existing building features are actually being used. In this way, management can prioritize the amenity offerings and building upgrades in response to evolving tenant needs. The most direct and accurate way of obtaining this information is through surveys, which can capture feedback on the tenant experience and provide profound, actionable insights for property managers. Tenant preferences will tend to be similar to some extent for general office buildings within a local submarket, though there inevitably will be differences across buildings: Law firms might express different demands and preferences from tech firms and financial firms. Tenants of premium spaces in new high-rise buildings likely will have different opinions than tenants of more commodity space. Thus, property managers would benefit from surveying tenants in all buildings in their portfolio to understand the nuances and differences needed to develop property management strategies appropriate for each building. Unique Building Types and Tenants Require Specialized Knowledge However, developing separate surveys and metrics is even more critical for specialized facilities like medical offices and life-science buildings. Tenant needs and priorities are likely to be quite different from those in general office buildings. Thus, the results of tenant surveys conducted in general office buildings, even those nearby, will likely have little relevance for the manager of an MOB or life-science building. For this reason, property managers must work with a customizable survey program to develop questions specific to the needs of life science tenants, going beyond basic office space concerns. What topics should be covered? Tenant surveys can be instrumental in uncovering previously unidentified requirements for specialized equipment, collaborative research areas, or tailored safety protocols specific to the diverse fields within life sciences and MOBs. This feedback can further reveal underutilized amenities or common areas that could be strategically repurposed to better align with tenant needs and optimize space utilization. Additionally, surveys can serve as a platform to surface issues that tenants may be hesitant to raise directly, such as inefficiencies in building layout, noise concerns, or limitations in waste disposal capacity. By proactively soliciting this feedback, property managers gain valuable insights that can be addressed to enhance the overall tenant experience. Communication Is Key As important as the survey results are for effectively managing the property, surveys serve another critical function: The survey process itself can encourage communication and build trust between tenants and property management. In today’s hyper-competitive office leasing markets, property managers must deploy the tools needed to attract and retain tenants. This data-driven approach is especially important for specialized assets like medical offices and life science buildings. This ensures capital expenditures are strategically directed toward tenant-valued amenities and building functionalities. This, in turn, fosters tenant satisfaction and ultimately optimizes return on investment. The market outlook is bright for both types of medical facilities and certainly much stronger than general office space. But, succeeding in this arena requires a specialized understanding of these unique tenant types. Tenant surveys can help property managers focus their time, resources, and investment to provide the amenities and services tenants value most.  Our KingsleySurveys team of dedicated CRE experts can help you craft a survey strategy by providing the insights you need to serve this important market. Get started today! Important notes: - Published on: 2024-07-09 12:19:21 - Category: Posts - [Understanding and Serving the Growing Market for Medical-Related Office Buildings](https://gracehill.com/blog/understanding-serving-growing-market-medical-related-office-buildings/): More than four years after the onset of the COVID-19 pandemic sent workers home, office markets still have not recovered. In fact, office vacancies continue to rise as tenants, large and small, are downsizing their workspaces, and few real estate… ------------------------- # Reasonable Accommodations & Modifications 101: What You Need To Know > Navigating the landscape of reasonable accommodations and reasonable modifications can be challenging, yet understanding these concepts is crucial for fostering inclusivity and compliance with legal standards. In 2023, the National Fair Housing Alliance released their most recent Fair Housing Trends… Full Content: Navigating the landscape of reasonable accommodations and reasonable modifications can be challenging, yet understanding these concepts is crucial for fostering inclusivity and compliance with legal standards. In 2023, the National Fair Housing Alliance released their most recent Fair Housing Trends Report, and “as in previous years, the latest findings show that discrimination based on disability accounted for the majority (53.26 percent) of complaints filed with FHOs, HUD, and FHAP agencies.” This statistic is a reminder of how important it is to handle reasonable accommodation and reasonable modification requests properly. But do you know the difference between an accommodation and a modification? Let’s review the basics. Jump to A Section What Are Reasonable Accommodations? What Are Reasonable Modifications? The Difference Between Reasonable Accommodations & Modifications Reasonable Accommodations and Modifications: The Cost of Non-Compliance  How Grace Hill Can Help What Are Reasonable Accommodations? Reasonable accommodations are changes in rules, policies, practices, or services so that a person with a disability has an equal opportunity to use and enjoy a dwelling unit or common space. Some examples of reasonable accommodations are: Allowing a resident who is blind to have a seeing-eye dog when the policy is "no pets allowed." Reserving a parking space close to a resident's apartment when the parking policy is "first-come, first-served." Waiving guest fees for a resident with a disability who requires a live-in nurse. What Are Reasonable Modifications? A reasonable modification is a structural modification that allows people with disabilities to fully enjoy dwelling units and related facilities. Some examples of reasonable modifications are: Installing grab bars in bathrooms. Installing visual doorbells or fire alarms. Lowering kitchen cabinets. The Difference Between Reasonable Accommodations and Modifications Reasonable accommodations and modifications differ in who is typically responsible for the costs. The costs associated with making reasonable accommodations are typically the responsibility of the housing provider. However, the person with a disability is usually responsible for the cost of a modification — though this does not apply in cases where the housing provider receives federal financial assistance. Additionally, if modifications to a dwelling unit interfere with the next resident’s use, the person with a disability is responsible for returning the apartment to its original condition before moving out. A person with a disability cannot be required to restore modifications to common areas or the exterior of the apartment home. For an accommodation or modification request to be considered reasonable, the following conditions must apply: It must not cause the housing provider an excessive financial or administrative burden. It must not cause a basic change to the nature of the housing programs available. It must not cause harm or damage to others. It must be technically possible. You do not have to provide a requested accommodation or modification when it does not meet the above standards for what is considered reasonable. However, you should try to find an alternative that might help your resident. Reasonable Accommodations and Modifications: The Cost of Non-Compliance  Ignorance is not bliss. And not understanding the difference between reasonable accommodations and reasonable modification requests can leave your business vulnerable to costly litigation.  Consider this: The owner and manager of a duplex apartment in Salem, Oregon, paid $17,000 to resolve allegations that they violated the Fair Housing Act by denying a reasonable accommodation request for a woman to live with her assistance animals (Rental Housing Journal, 2023).  To effectively mitigate your risk, it’s critical to have comprehensive policies and training in place. Like it or not, the legal landscape in the multifamily and rental housing industry is constantly changing. Because of this, focused compliance training coupled with industry-specific policies is a must for mitigating risk and reducing liabilities. The cost of non-compliance is simply too high. And while knowing the difference between reasonable accommodations and reasonable modifications is critical to providing equal opportunity in housing, it’s only one piece of the puzzle.  But Grace Hill can help.  How Grace Hill Can Help Understanding and managing reasonable accommodations and modifications starts with effective policies and training that unwrap the mystery and give your team's confidence they can stand on.  Grace Hill’s up-to-date policies and role-specific training help you mitigate risk and maintain compliance. Seamlessly combine your policy management and training inside PerformanceHQ, Grace Hill’s technology platform, for maximum effectiveness and a superior employee experience. Access policies and training through an updated, user-friendly interface that boosts employee engagement and compliance with less admin time! Let Grace Hill become your partner in success by ensuring your teams can distinguish between reasonable accommodations and reasonable modifications with the skills, training, and knowledge they need to protect your property and ensure equitable (and enjoyable) housing for all. Important notes: - Published on: 2024-07-02 04:00:30 - Category: Posts - [Reasonable Accommodations & Modifications 101: What You Need To Know](https://gracehill.com/blog/reasonable-accommodations-and-modifications-the-difference/): Navigating the landscape of reasonable accommodations and reasonable modifications can be challenging, yet understanding these concepts is crucial for fostering inclusivity and compliance with legal standards. In 2023, the National Fair Housing Alliance released their most recent Fair Housing Trends… ------------------------- # 5 Best Practices To Optimize NOI For Smaller Operators > In the world of multifamily, bigger isn’t necessarily better. But being a smaller operator does come with a unique set of challenges. Larger apartment management companies have distinct advantages. They have bigger budgets and operating margins and more resources at… Full Content: In the world of multifamily, bigger isn’t necessarily better. But being a smaller operator does come with a unique set of challenges. Larger apartment management companies have distinct advantages. They have bigger budgets and operating margins and more resources at their disposal. They generally have more money for payroll and technology and, through sheer scale, can more easily absorb vacancy loss and market fluctuations.  In order to compete, smaller operators have to run a tighter ship, not just financially but also strategically. Fortunately, companies with a smaller market footprint have the benefit of agility. They can better customize both the living and working experience to meet the specific needs of renters and employees.  A property performance plan can make all the difference. We have included five key tactics that can help to optimize net operating income (NOI) for smaller operators. Property Performance: 5 Best Practices For Smaller Operators Focus on Employee Retention Invest in Innovative Solutions Consolidate Supplier Partnerships Seek Scalable Solutions Consistently Evaluate Resident Satisfaction 1. Focus on Employee Retention The primary focus for onsite teams is often placed on resident retention. However, for operators with smaller portfolios, employee retention is more critical.  Larger firms can typically offer more benefits and growth opportunities, sometimes making it difficult for property management companies with fewer than 2,000 apartment homes to attract top talent. But retaining that talent and keeping onsite teams intact can be an even bigger challenge.  Compensating associates well is just the beginning when it comes to employee retention. Incentivizing leasing productivity and creating opportunities for recognition can go a long way toward creating job satisfaction, too.  Setting up associates to succeed and reach those performance benchmarks through a professional and ongoing training program also helps to establish a connection to their work. Employees are happiest when they are confident and productive in their roles.  And maintenance team members are no exception. Due to the demand for their skills outside of the apartment industry, maintenance technicians are currently among the most hard-to-fill positions in multifamily. Incentivizing renewals is a great way to engage and retain maintenance team members.  Also, it is long past time to throw out the outdated rule of one (associate) per 100 (residents). Understaffing is one of the quickest ways to drive employee dissatisfaction. The current ratio should be closer to 1 in 40 to avoid overloading employees and establish an environment where they can work happily and efficiently.  Smaller operators have the opportunity to distinguish themselves through their customer service, and that can be achieved by building continuity among teams. 2. Invest in Innovative Solutions While property performance starts with hiring and retaining quality associates, not everything is a matter of workforce. Onsite teams need the right tools to perform their jobs efficiently, and that means strategically deploying technology.  Tech budgets may be limited for smaller operators, but having a reputable property management system (PMS) should be standard business practice. Not only does a PMS pay for itself through the efficiencies it creates, but it also establishes the foundation for integrations such as training platforms and maintenance workflow systems.  To stay within budgets, companies can also get creative with their uses of technology. For example, some operators use Skype or Facetime in lieu of dedicated virtual or self-guided tour platforms, which often come with substantial price tags and longer implementation periods.  Equipping an onsite team with tools that return time to their workday increases productivity and job satisfaction. This ultimately improves the resident experience, as well. 3. Consolidate Supplier Partnerships During the pandemic, property technology was developed and deployed at an unprecedented rate. Many property management companies deployed whatever product they felt was needed to maintain operations with a limited onsite presence.  However, now that we’ve moved beyond that, it’s time for operators to take inventory of their tech stack. While many solutions were deployed out of necessity, onsite teams returning to the property have been saddled with a formidable pile of products they now have to learn. Unfortunately, not all of the pandemic-driven deployments play well with one another, creating inefficiencies for teams rather than enhancing functions.  It’s time for smaller operators to get lean in terms of technology. By consolidating supplier partnerships, onsite teams can get more value from their time and money and streamline day-to-day operations. Take inventory of what works well, and dispose of technology that no longer makes business sense. 4. Seek Scalable Solutions While much of the technology introduced during the pandemic was intended for portfolio-wide implementation across hundreds of thousands of communities, some suppliers also designed scalable solutions for smaller deployments. Because a product designed for hundreds of thousands of units might not be effective or economical for a portfolio that features only a handful of properties, product packages were designed specifically for smaller operators, with solutions that are scaled in both service and price.  Property technology shouldn’t just be for the behemoths of the industry. Before smaller operators write off a particular solution, they should inquire about potential plug-and-play packages built with their business model and budget in mind. 5. Consistently Evaluate Resident Satisfaction At the end of the day, property performance is ultimately measured by resident satisfaction and retention. While there is a direct link between employee and resident satisfaction, operators can’t assume that the former automatically equates to the latter. Prioritize Resident Satisfaction with Grace Hill Business success isn’t measured by size, and small operators definitely have the upper hand when it comes to making timely, impactful change. And by implementing these five best practices, small operators become well-positioned to optimize their NOI.  For small operators looking to make financially astute changes, Grace Hill’s can help multifamily property owners and operators prioritize their resident satisfaction using the following robust solutions: KingsleySurveys Reputation Management KingsleySurveys By gauging resident satisfaction through meaningful surveys, operators can identify problems before they escalate to complaints, bad reviews, and reputation damage. With over 7 million residents and prospects surveyed annually, the Kingsley Index™ is real estate’s most comprehensive performance benchmarking database to level-set, compare, and track your property performance against industry standards. KingsleySurveys helps you implement well-timed, meaningful surveys to improve satisfaction throughout the resident life cycle, increase renewal rates, and mitigate high occupancy turnover costs by staying attuned to customer sentiment. Reputation Management At smaller properties, where one resident review carries greater weight, reputation management is critical. But managing feedback scattered across the web is overwhelming — and time-consuming. Without a consolidated view, negative reviews could unknowingly deter prospects. A proactive approach prevents negative sentiment from spreading and enables property teams to resolve renter concerns before a poor resident perspective becomes irreversible. Grace Hill’s Online Reputation Management solution — built specifically for multifamily — helps protect your property brand, focus marketing efforts, and increase search volume by providing a single dashboard view of your reviews, listings, and social sites, along with key metrics to help you understand and improve overall performance. Are you ready to take your operations to the next level and optimize your NOI? Don’t fall for the lie that you can’t compete with the “big guys.” The time is now to flex your competitive position, and Grace Hill can help! Important notes: - Published on: 2024-06-27 02:00:41 - Category: Posts - [5 Best Practices To Optimize NOI For Smaller Operators](https://gracehill.com/blog/best-practices-for-smaller-operators/): In the world of multifamily, bigger isn’t necessarily better. But being a smaller operator does come with a unique set of challenges. Larger apartment management companies have distinct advantages. They have bigger budgets and operating margins and more resources at… ------------------------- # 10 Ways to Ask for Apartment Reviews and Encourage Feedback > Apartment reviews are a good thing, and there are many ways to ask for them. Whether you launch a formal campaign or just send a simple note following a completed service request, the point is to encourage your residents to… Full Content: Apartment reviews are a good thing, and there are many ways to ask for them. Whether you launch a formal campaign or just send a simple note following a completed service request, the point is to encourage your residents to become more comfortable (and willing) to leave reviews. In fact, encouraging residents to share apartment reviews that offer honest feedback is a positive step in proactively managing your online reputation. Yes, it can feel awkward — even scary — at first, but if you want your online reputation to shine, it’s time to get over the discomfort.  Once you’ve embraced ratings and reviews as a positive online reputation management and marketing tool for your community, it’s time to strategize on ways to ask residents for apartment reviews, encouraging honest feedback to help make your community the best it can be. Keep reading to discover 10 effective ways to ask for apartment reviews and encourage positive feedback. 10 Ways To Ask for Apartment Reviews and Encourage Feedback  Ask for them. Make it easy. Make it personal. Respond to reviews. Send quick reminders. Create apartment review stations. Use social media. Leverage community events. Provide incentives. Share the love. 1. Ask for them. In the words of Maya Angelou: “Ask for what you want and be prepared to get it!” Simply asking residents to share a review seems like a no-brainer, but you would be surprised how many people don’t think to just ask the question. Encouraging residents to share apartment reviews online isn’t hard — and most people are more than happy to accommodate the request — but residents aren’t mind readers. You have to ask them to share their feedback and then follow up with “how” and “where.”  Residents might not know the importance of online reviews, so briefly explain how their feedback helps potential renters and showcases the quality of your property. And that leads us to the next simple way to ask for apartment reviews and feedback. 2. Make it easy. People are busy. In many instances, it’s not that residents are unwilling to leave apartment reviews. Too often, you simply haven’t made it easy or clear enough for them to know how to actually do it. The multifamily industry has been inundated with ratings and reviews for years, so it can be easy to forget that not everyone loves reviews like we do! When you ask residents for a review of your apartment community, make sure you tell them exactly where to go and how to do it!  Provide step-by-step instructions with an estimate of how long it should take to complete a review, and then share (and share often!) direct links to various review sites and your social media. Giving your residents options on where to leave apartment reviews increases the chances they’ll follow through.  3. Make it personal. Asking for reviews can often be a very automated process, which is sometimes necessary to reach a large number of residents efficiently. However, it is equally important to take the time to connect directly.  Many people today miss that personal touch, which can significantly affect how residents perceive your request. Customized  emails are a straightforward step toward personalization. However, it’s worth the effort to go beyond just that. When interacting with residents, seize opportunities to request their feedback directly. For instance, after resolving a maintenance request, ask the resident if they are satisfied with the service and if they would be willing to share their positive experience online.  A direct interaction can be more impactful than automated messages because it occurs in the context of a recent, tangible experience. Residents are more likely to provide reviews when they feel their input is genuinely valued and their experience is still fresh. 4. Respond to reviews. One of the best ways to encourage reviews is to respond to posted reviews. When you get a negative or positive review, respond promptly and thoughtfully and begin efforts to resolve the problem. This shows you are listening and engaged, which will often encourage additional feedback. Did you know? According to the 2024 NMHC/Grace Hill Renter Preferences Survey Report, 47% of people expect management to respond to ALL reviews. Studies show a 15% increase in churn when businesses fail to respond to online reviews. What’s more shocking, 56% of consumers change their opinion of a company based on how they respond to reviews.  Responding to all apartment reviews demonstrates your commitment to customer service and builds a sense of community and trust among residents. This active engagement can lead to increased satisfaction and loyalty, as residents are more likely to feel secure and appreciated in a community that prioritizes their input.  Additionally, addressing concerns in a public forum allows others to see the proactive steps being taken to improve the living experience, thereby enhancing your property's online reputation.  Actively managing your online reviews helps retain current residents and creates a compelling narrative that draws in new ones, leading to higher occupancy rates and a thriving community. 5. Send quick reminders. Find opportunities to encourage reviews when residents are happy. Look for areas where your onsite team excels at customer service and use that as the time and place to ask for a review.   For example, assume you have an excellent maintenance team that responds quickly and fixes things correctly the first time. Equip these team members with reminder cards they can either leave behind in apartments or hand to residents following a service call. When coupled with a friendly “ask,” this two-step process can encourage residents to follow through — often with positive reviews.   Some other simple ideas for adding quick reminders to encourage residents to leave apartment reviews include: Placing a banner on your resident portal. Creating QR codes to sprinkle throughout the community. Updating your email signature with a link (and request) to leave a review. 6. Create apartment review stations. One way to encourage feedback and make the process easy for residents is to create apartment review stations at various locations across your community. Set up a dedicated area in your office or shared spaces with a computer, tablet, or signs with QR codes that link directly to review sites. Creating a review station in your leasing office makes it much easier to encourage feedback, and residents can quickly post a review before leaving. But even if you don’t have dedicated space for a computer or tablet — or the extra technology to spare — QR codes are just as effective! A printed QR code takes up little room but can be prominently displayed throughout the community in common areas where residents gather.  Creating “Apartment Review Stations” makes it incredibly easy for residents to leave reviews and is one of the best ways to encourage feedback! 7. Use social media. Apartment reviews and social media just go together, creating a powerful combination for building community and credibility. Using social media to encourage your audience to post objective reviews can significantly enhance your apartment's online reputation because it emphasizes that you value honest and constructive feedback. Focus on creating genuine connections with your audience. Authenticity is key to gaining trust and encouraging participation. Highlighting positive reviews on your social media can serve as a form of social proof, drawing attention to the positive experiences of current residents.  When you share a review, take a moment to thank the reviewer publicly. This simple step shows appreciation and demonstrates that you value resident feedback. Acknowledging someone when they leave a review shows others that feedback is valued and can encourage others to share, as well.  Engaging residents through social media helps build a positive online presence and fosters a supportive and interactive community. By leveraging social media to encourage apartment reviews, you create a dynamic and appealing online atmosphere that attracts new residents and retains current ones. 8. Leverage community events. Community events are a fantastic avenue for fostering engagement and building rapport among residents, but they also offer a strategic opportunity to encourage valuable feedback and reviews.  Property managers can make residents feel more connected and invested in their community by creating enjoyable and memorable experiences, such as seasonal festivals or movie nights. When residents have positive experiences, they are more likely to share an apartment review. These types of events allow onsite teams to engage residents in friendly conversations, subtly inquiring about their living experience and inviting them to share their thoughts. For example, “We’re so happy you’re having a great time. Would you consider writing a review about our experience at our community events?” Community events provide the perfect setting to include an apartment review station, making it easy for residents to leave reviews on the spot. Offering small incentives can motivate residents to share their feedback, making the process feel rewarding rather than burdensome. 9. Provide incentives. You’ve been working the steps — implementing many (or all) of the top tips for encouraging residents to share apartment reviews — but you still feel your feedback loop is lacking. Did you know? The average survey response rate is 10%-30%, depending on audience engagement. If that’s you, consider an incentivized review program for your multifamily community to encourage resident engagement. While incentivizing residents to leave apartment reviews can get a little tricky, if done right, it can increase the number of reviews posted.  An effective incentivized review program for multifamily residents involves a strategic approach that combines clear communication, attractive rewards, and ethical practices.  Here are some key components of an incentivized apartment review program: Clear and transparent communication: Explain the program’s purpose and how it benefits the community. Provide clear guidelines on how residents can participate. This includes instructions on where to leave reviews (e.g., Google, Yelp, ApartmentRatings, etc.), what kind of feedback is valuable (e.g., experiences, suggestions, issues), and any deadlines. Attractive and fair incentives: Offer appealing incentives that resonate with your residents. Common rewards include gift cards and entries into a raffle for a larger prize. But be willing to think outside the box, as well. For example, you could have a drawing where everyone who posts a review receives an entry, and the winner gets a reserved pool chair on a warm Saturday afternoon. What a fun and memorable way to ask for apartment reviews and encourage feedback! Ensure the incentives are structured so that every participant has a fair chance to win. For instance, instead of a single grand prize, you could offer multiple smaller rewards to increase the number of winners. Ethical practices: Emphasize that you value honest feedback. Ensure residents understand that the incentive is for leaving a review, not necessarily a positive one. Authentic feedback is crucial for improvement and maintaining trust. Maintain transparency to avoid any perception of manipulation. Engagement and follow-up: Send personalized thank you's to residents who participate. Publicly share how feedback has been used to make tangible improvements. This demonstrates that you listen and encourages more residents to share their thoughts, knowing their input leads to real change. Ongoing efforts: Periodically remind residents about the program to keep it top of mind. This can be tied to community events, new initiatives, or seasonal changes. Refresh the incentives periodically, perhaps seasonally, to keep the program exciting and engaging.  By implementing a well-structured and transparent incentivized review program, you can foster a culture of open communication and continuous improvement, which can lead to higher resident satisfaction and a more vibrant community. 10. Share the love. When residents take the time to share feedback about your community, that is news to highlight! While capturing apartment reviews internally is important, it’s not information you want to keep to yourself. Share the reviews you receive on your website, social media pages, printed marketing material, etc. to extend their visibility and encourage others to leave reviews. If your website is not configured to show apartment reviews, you need to change that ASAP. It’s a simple way to “share the love” from your residents, but more importantly, potential renters find tremendous value in firsthand accounts from current residents. Did you know? 79% of prospective renters report that reviews influenced their leasing decisions. Displaying reviews builds trust and transparency, demonstrating that you value resident opinions and are committed to maintaining a high standard of living. It also helps to create a sense of community and belonging, as residents see their voices being heard and appreciated publicly. Apartment Reviews Can Drive (or Drown) Your Online Reputation Getting apartment reviews is crucial, but it’s just the beginning. But more importantly, it’s not an area where you can take a “set it and forget it” approach. Today's renters rely heavily on online reviews to make decisions. A single negative review, left unanswered, can cast a long shadow.  You need a winning Online Reputation Management (ORM) strategy to attract and retain residents. With Grace Hill’s online reputation management tool, you’ll have access to a single dashboard view of your reviews, listings, and social sites, along with key metrics to help you understand and improve overall performance.  Grace Hill’s Reputation Management can simplify your ORM strategy by helping you: Maintain Consistency: Create and maintain a consistent brand voice across all review sites and social media platforms. Streamline Response Management: Save time by managing responses efficiently from a single, centralized dashboard. Boost Social Engagement: Turn satisfied residents into brand advocates by encouraging positive reviews and social media interactions. Attract New Residents: Leverage positive reviews to showcase your property's strengths and attract prospective renters. Sustain Accuracy: Ensure your property listings are accurate and up-to-date across all platforms. Benchmark Success: Gauge resident satisfaction with our Local Brand Visibility (LBV) benchmark and compare yourself to competitors. Consolidating this information into an easy-to-understand report empowers your multifamily property to respond to reviews, monitor competitors’ digital efforts, and gauge resident satisfaction. Ensure Your Online Reputation Shines; Take Action Today! In today's digital age, online apartment reviews are the lifeblood of your community's online reputation. By proactively soliciting reviews and implementing a strategic online reputation management plan, you can turn resident feedback into a powerful tool for attracting new residents and fostering a thriving community.  Grace Hill’s Reputation Management gives you the visibility, analysis, and insights you need to make informed operational decisions to build your reputation online and onsite. And with the support of our team of industry experts, you’ll be able to craft a winning strategy that keeps your online presence sparkling.  If you want your online reputation to shine, it’s time to put those apartment reviews to work! Get started today with Grace Hill. Important notes: - Published on: 2024-06-12 04:00:26 - Category: Posts - [10 Ways to Ask for Apartment Reviews and Encourage Feedback](https://gracehill.com/blog/10-ways-to-ask-for-apartment-reviews-and-encourage-feedback/): Apartment reviews are a good thing, and there are many ways to ask for them. Whether you launch a formal campaign or just send a simple note following a completed service request, the point is to encourage your residents to… ------------------------- # The Evolution of the Customer Since the “Awesome 80s” > When we consider the evolution of the customer from the 1980s until now, it’s enough to give us whiplash thinking of all the [Cue: David Bowie] “ch-ch-ch-changes.” As History.com defines the decade, it’s “often remembered for its materialism and consumerism…the… Full Content: When we consider the evolution of the customer from the 1980s until now, it’s enough to give us whiplash thinking of all the [Cue: David Bowie] “ch-ch-ch-changes.” As History.com defines the decade, it’s “often remembered for its materialism and consumerism…the rise of the "yuppie," an explosion of blockbuster movies and the emergence of cable networks like CNN and MTV, which introduced the music video and launched the careers of many iconic artists.” Like all other industries, multifamily — then and now — has been along for the ride, learning to navigate and adapt to changing customer needs and demands. Certainly, the future never arrives as planned but the wild innovations in our industry and changes in our world over the past 35+ years have kept things very interesting.  While we don’t want to live in the past, we can look to it to inform our future. In the words of William Wordsworth, “Let us learn from the past to profit by the present, and from the present, to live better in the future.”  So, let’s travel back to the 1980s to get a glimpse of what was driving the customer experience. Jump to a Section Don't You Forget About Me: Changing Customer Focus 80s Trends That Significantly Impacted Customer Behavior The Impact of the Customer Evolution on Multifamily Modern Solutions to Win (and Retain) Modern Residents Don’t You Forget About Me: Changing Customer Focus The 1980s were famously known as the "Me" decade, housing a generation of status seekers who embraced the "greed is good" ideology with a focus on self-centeredness and materialism.  At the same time, corporate power was on the rise, and the up-and-coming individuals of this generation sought to stake a claim in the ever-expanding landscape of consumerism and wealth acquisition.  The insatiable drive for personal success and material gain defined the mindset of many customers during this era, shaping their purchasing behaviors and aspirations. To get a “feel” for the era, consider these headlines from this iconic age: The U.S. Hockey team defeated the Soviet Union in the Winter Olympics. It was an upset dubbed the “Miracle on Ice.” Sandra Day O’Connor became the first woman appointed as a Supreme Court Justice. John Lennon of The Beatles was assassinated. We saw an end to the Cold War as President Ronald Reagan demanded: “Mr. Gorbachev, tear down this wall!” The Space Shuttle Challenger broke apart 73 seconds into its flight, killing all seven crew members aboard.  80s Trends That Significantly Impacted Customer Behaviors Customers Take to Technology As Wayne and Garth of SNL’s Wayne’s World fame might say, “No way! Way!” By the 1980s, technology had advanced greatly, extending its influence into everyday lives. Computers, once exclusive to businesses, rapidly became commonplace in households and educational institutions, signifying a shift toward a more technologically connected society.  In 1981, the U.S. launched the first space shuttle, Columbia, underscoring the increasing advancements in space exploration and aerospace technology. By the late 1980s, cell phones entered the mix — albeit big, bulky, and in bags. Initially used primarily for business purposes, these early cell phones laid the foundation for the future prevalence of mobile communication technology, foreshadowing its profound impact on the customer experience in the decades to come. I Want My MTV: Music’s Role in Shifting Trends In the 1980s, the world of music underwent a revolutionary transformation, significantly impacting customer behaviors and trends. The advent of MTV fundamentally changed how music was consumed, with music videos becoming a powerful medium for artists to connect with their audiences visually. At the same time, compact discs (CDs) were introduced, revolutionizing the music industry and offering a new level of audio fidelity and convenience for customers.  The 80s also witnessed the prolific rise of various musical genres, including pop, punk, new wave, rap, and hip-hop, each leaving an indelible mark on popular culture. Breakdancing also began in this era. Notable releases such as Bruce Springsteen's "Born in the USA" and Michael Jackson's "Thriller" captured the spirit of the decade, with their influence transcending mere musical appreciation to shape fashion, dance, and social trends.  However, the rise and fall of acts like Milli Vanilli reflected the evolving dynamics of trust and authenticity in the music industry, signaling a growing awareness of the impact of marketing and image on customer choices. Bigger Is Better When It Comes to Fashion and Style The 1980s witnessed a fashion revolution that left a lasting impact on trends and style preferences. Inspired by iconic cultural touchstones like “Flashdance,” teens embraced a distinctive aesthetic characterized by tank tops, leg warmers, and tight, torn jeans.  The fashion mantra "bigger is better" ruled the day, as fashion icons such as Madonna, Michael Jackson, Donna Karan, and Anne Klein set the tone for the era. Leather, fishnet, white gloves, and designer ensembles became emblematic of the era's eclectic style landscape. Teased hair, shoulder pads, and power suits were the “it” look for women, while men pulled off a new business look with paisley or red power ties worn with fashionable suspenders or a silk vest.    The era also witnessed a resurgence of voluminous hairstyles, with gels, waxes, and mousses enabling daring experimentation and the creation of diverse and exaggerated coiffures. Headbands, ponytails, mohawks, crimping, and the infamous mullet all had their moment in the 80s. The net effect: outrageous styles that were all about volume! Technology Meets Content: Film & Television Transform Customer Habits The 1980s marked a pivotal era in entertainment, characterized by groundbreaking technological advancements and a transformation of customer habits. The introduction of the VCR into households across America revolutionized how people consumed media.  No longer bound by theatrical release schedules, audiences gained control over their viewing experiences, leading to increased demand for home video rentals and purchases.  Blockbuster films of the 80s include: “The Breakfast Club” “Beetlejuice” “The Shining” “The Terminator” “E.T.” These movies, and many others, captivated audiences, setting new box office records and becoming cultural touchstones. Simultaneously, the television landscape underwent a dramatic evolution. Cable TV expanded programming beyond traditional networks, catering to diverse interests.  Sitcoms dominated ratings, shaping popular culture with shows like “The Cosby Show,” “Cheers, and ”Seinfeld.” Of course, let’s not forget the popular primetime drama “Dallas” that had Americans obsessed with "Who shot J.R.?" These changes transformed customer behavior, altered leisure time, expanded advertising reach, and reshaped marketing. As technology and compelling content merged, the entertainment industry was redefined, profoundly impacting customer preferences. Lifestyle in the 80s: If You’ve Got It, Flaunt It! The 1980s was a decade of extremes. Fueled by economic growth and a belief in endless possibilities, customers began their love affair with credit cards — borrowing and spending instead of saving for a rainy day. Aerobics, minivans, camcorders, and talk shows wove their way into the fabric of American life.  Beneath the surface, however, challenges emerged: double-digit inflation, rising healthcare costs, and the AIDS crisis took a toll. Yet, the decade also witnessed resilience. The Constitution's bicentennial sparked national pride, and unprecedented charitable giving highlighted a compassionate side, as Americans donated $115 billion in 1989. It was a complex era that shaped our world with triumphs and trials. The Impact of the Customer Evolution on Multifamily Multifamily has undergone a seismic shift since the relatively simplistic landscape of the 1980s. Once merely a basic shelter with minimal “frills,” apartments have become sophisticated living spaces catering to the evolving needs and expectations of modern residents. Expectations Then vs. Now Living space: The "box with four walls" and a small kitchen vs. thoughtfully designed interiors, open floor plans, and high-end finishes.  Amenities: Community laundry room vs. fitness centers, co-working spaces, pet-friendly accommodations, and even resort-style pools. Communication: Face-to-face vs. digital platforms, including surveys and reputation management powered by AI, and the expectation that responses are immediate, whether through email, text, or social media. Technology: Largely non-existent vs. an integral part of the multifamily experience, with smart home features, high-speed internet, and online portals for maintenance requests and rent payments now standard. The apartment seeker of the 1980s did not have a long list of requirements and amenities; even with many things becoming more sophisticated, for most prospects, it was simply, “Do you have a one-bedroom on the second floor?”  However, today, the multifamily prospect is very different. The rise of online reviews and ratings has empowered renters to research properties extensively before making a decision, increasing competition among property managers to provide exceptional customer service. As the first wave of Generation X entered adulthood in the 1980s, they represented a new type of renter with distinct preferences. Today, multiple generations — from Boomers to Gen Z — have unique demands, shaping the multifamily industry's focus on flexibility, personalization, and community. These profound changes underscore the evolution from a basic housing option to a lifestyle choice, and property managers and owners must adapt to residents’ continually changing needs and desires. Modern Solutions to Win (and Retain) Modern Residents Yes, the 80s were “totally awesome,” but you don’t want to get stuck in the past! It’s fun to look back and recognize the tremendous change that’s taken place over the last several decades. Unfortunately, settling for the status quo happens all too often. Change can be hard, but change is also a good thing. Grace Hill offers a suite of solutions that can help you evolve to meet the changing needs and desires of modern renters. It’s not a hill you have to climb alone. Grace Hill has a team of multifamily experts to help you every step of the way because, at the end of the day, we’re more than a provider of technology solutions; we’re your partner in success.  Important notes: - Published on: 2024-06-05 08:00:59 - Category: Posts - [The Evolution of the Customer Since the “Awesome 80s”](https://gracehill.com/blog/the-evolution-of-the-customer-the-1980s/): When we consider the evolution of the customer from the 1980s until now, it’s enough to give us whiplash thinking of all the [Cue: David Bowie] “ch-ch-ch-changes.” As History.com defines the decade, it’s “often remembered for its materialism and consumerism…the… ------------------------- # How to Skyrocket Your Leasing Success Using Reputation Management > It’s no secret that reputation management is critical to the leasing process. Renters rely heavily on online reviews and opinions before deciding to lease. For that reason, reputation should be at the forefront of any multifamily business, large or small.… Full Content: It’s no secret that reputation management is critical to the leasing process. Renters rely heavily on online reviews and opinions before deciding to lease. For that reason, reputation should be at the forefront of any multifamily business, large or small. More importantly, if actively managed, it can also be a powerful resident acquisition and retention tool. However, managing every property’s online reputation — and on every platform — is a monumental task. A reputation management tool can save you time by  because it gives giving you consolidated visibility into reviews, community sentiment, social media activity, search rankings, competitive benchmarks, and listing accuracy. With the right tools, proactively managing your online reputation transforms a monumental task into a strategic advantage that attracts new prospects and keeps residents happy.  Let’s look at three important ways a reputation management tool can help skyrocket your success. Jump to a Section  What is Reputation Management? 3 Reasons You Need Reputation Management Monitor Your Online Presence Respond to Reviews in Real Time Identify Competitive Trends Don’t Leave Your Reputation Management to Chance What is Reputation Management? We all know that negative online reviews can hurt your business. But before we explore solutions to mitigate them, let's define reputation management. In the world of property management, reputation management is all about cultivating a positive online image. It’s a complex process that involves monitoring online reviews, social media comments, and even news articles to understand perceptions and follow what customers are saying about your business online.  85% of residents rely on online reviews to choose their next apartment, so your reputation shouldn’t be overlooked. Responding to positive and negative feedback and proactively building relationships with your residents and prospects are the keys to shaping a strong online reputation. By taking charge of your narrative, you can turn satisfied customers into brand advocates and build trust that leads to success. 3 Reasons You Need Reputation Management Curious about the buzz around your brand? You should be! Online reviews can make or break your business. According to the 2024 Renter Preferences Survey Report, 79% of renters report that reviews influenced their leasing decisions, and 71% of those who research reviews won’t visit a property if the online reviews aren’t stellar.  Here are three ways reputation management can help skyrocket your property’s online reputation: 1. Monitor Your Online Presence In today's digital landscape, potential renters can find information about your properties from a vast array of sources, but gathering and managing scattered feedback about your property’s reputation can be time-consuming.  Effectively monitoring your online presence means keeping close tabs on all these conversations and touchpoints. This includes tracking reviews on Google, Yelp, and other platforms, along with social media mentions and any news articles about your property.  When you’re managing multiple social accounts, it’s hard to keep up with every comment, post, hashtag, and question. However, you need a complete picture of what residents love — and loathe — to keep satisfaction high, showcase strengths, and address concerns.  But trying to manage “all the things” has become a full-time job, and likely not the one your employees were actually hired to do!  Using an industry-specific reputation management tool, allows you to see mentions and posts from all your sites in one place, even tracking  maps to measure local visibility and web rankings. When you use a reputable reputation management tool, here's what a comprehensive approach to online monitoring looks like: Review Sites: Get aggregated ratings and reviews from all the major review sites, including Google, Yelp, Facebook, ApartmentGuide, ApartmentRatings, and Rent.com. A robust reputation management tool will notify you of new reviews, both positive and negative. Social Media: Track mentions, comments, and messages across all your social media platforms, including Facebook, X, Instagram, Nextdoor, and more. This allows you to pay attention to what residents and potential renters are saying and, more importantly, be ready to engage in conversations and address concerns. Taking a multi-pronged approach and leveraging the right tools can give you a holistic view of your online reputation. Doing so allows you to identify areas for improvement, address concerns promptly, and showcase the positive aspects of your properties to potential renters. 2. Respond to Reviews in Real Time If property managers are unaware or not responding to online reviews or social post mentions, it can deter prospects and negatively impact leasing performance. Whether it’s fair or not, 47% of customers expect management to respond to all online reviews.  Given the increasingly large number of platforms where people can share their thoughts and opinions, monitoring this has become a monumental task. As you think about how your property is managing responses to online reviews and social media, here are some questions to consider: Who is responsible for responding to online reviews for your properties? How much time do they spend managing reviews and social media?  How do you control the quality of the responses?  These are all critical questions when it comes to reputation management. Additionally, impersonal responses or ignoring customer reviews can be costly! If you think it’s not that important, well, think again! Studies show a 15% increase in churn when businesses fail to respond to online reviews. What’s more shocking, 56% of consumers change their opinion of a company based on how they respond to reviews.  In this digital age, customers have come to expect a swift response, so it’s equally important you have a reputation management tool that keeps up. In fact, businesses that reply to their reviews at least 25% of the time average 35% more revenue than businesses that don’t.  Tips for Responding Strategically Address both positive and negative feedback to show you care and are engaged with your residents.  For positive reviews, a simple "thank you" goes a long way.  For negative reviews, a professional and prompt response acknowledging the issue and outlining how you'll address it is key. A robust reputation management tool lifts this burden by combining customization and automation . With the right solution, you can bridge the gap with customizable templates and AI-powered responses, ensuring you have impactful responses to every interaction. Don't let stray online reviews or social mentions derail your property’s progress! A proactive and well-managed online reputation can be the difference between success and failure. Take control of your narrative and watch your leasing performance soar. 3. Identify Competitive Trends Keeping your finger on the pulse of industry trends is crucial. But who has the time to constantly monitor the competition? Chances are, you aren’t looking at what your competitors are doing often enough to stay ahead of trends. And this can be a costly error!  An online reputation management tool can be your secret weapon to gather valuable insights and give you a clear picture of what's happening at nearby properties. Here's how a reputation management tool helps you identify competitive trends: Monitor Competitor Reviews: See what amenities and services residents are raving about (or complaining about) at your competitor's properties. Monitoring allows you to identify areas where you excel and areas where you might be falling short. This knowledge empowers you to make informed decisions about where to invest resources to elevate your property's offerings. Benchmark Your Performance: Reputation management tools provide sentiment analysis, allowing you to compare your online reputation to your competitors. A data-driven understanding of your strengths and weaknesses relative to the competition enables you to strategically target improvement efforts.  Identify Emerging Resident Needs: Analyzing online reviews can also reveal broader trends in resident needs and preferences. By identifying common themes, you can stay ahead of the curve and adapt your offerings to meet the evolving needs of today's renters. By leveraging a reputation management tool to identify competitive trends, you gain a significant advantage with the ability to use this knowledge to differentiate your property and attract new residents. Don’t Leave Your Reputation Management to Chance The link between online reputation and property performance is undeniable. Unfortunately, when multifamily organizations try to manage their online brand without an effective, industry-specific solution, getting a consolidated view of overall performance across properties can be difficult. These proven reputation management practices help you build trust with potential residents, keep residents happy, and position your multifamily property for success. Grace Hill’s Reputation Management solution offers: Convenience: Grace Hill makes it quick and easy to respond to reviews and social media mentions through one convenient dashboard, so you can be sure you won't miss comments, posts, hashtags, or questions from residents and prospects.  Competitive Analysis: Our Local Brand Visibility (LBV) score benchmarks trends across five key areas (reviews, social, listings, search analytics, and competitors). It is a single, comprehensive metric that reveals your brand's true online strength and ranks each community against the competition. Advance Integrative AI: AI-powered templates ensure professional, consistent, and authentic responses. Plus, you can use natural language to “Ask AI Anything,” helping you instantly summarize and act on customer feedback.  These advanced tools help streamline and optimize your reputation management strategy and elevate your customer experience.  Grace Hill gives you the visibility, analysis, and insights you need to make informed operational decisions to build your reputation online and onsite.  Isn’t it time to skyrocket your success with a reputation management tool that’s built for multifamily ? To save your team time, streamline operations, and drive results, talk to a Grace Hill expert today!  Important notes: - Published on: 2024-05-30 08:00:28 - Category: Posts - [How to Skyrocket Your Leasing Success Using Reputation Management](https://gracehill.com/blog/how-to-skyrocket-your-leasing-success-using-reputation-management/): It’s no secret that reputation management is critical to the leasing process. Renters rely heavily on online reviews and opinions before deciding to lease. For that reason, reputation should be at the forefront of any multifamily business, large or small.… ------------------------- # 3 Important Reasons Your Online Reputation Matters In Multifamily > Whether you’re buying a new shampoo or scouting out a place to live or work, you likely rely on online feedback before making a purchase.  Most of us (95%) read reviews before making a purchase, and 58% will actually pay… Full Content: Whether you’re buying a new shampoo or scouting out a place to live or work, you likely rely on online feedback before making a purchase.  Most of us (95%) read reviews before making a purchase, and 58% will actually pay more for a product, service, or experience with stellar ratings.  This buying behavior is no different in property management, where 84% of residents make their leasing decisions based on online ratings, and 79% will even change their minds about touring a potential home if they don’t like what they read online.  Even though leases are signed in your multifamily office, the rental shopping process begins online. That’s why an airtight online reputation management (ORM) strategy is a must.  Jump to a Section What is Online Reputation Management? 3 Reasons Why Your Online Reputation Matters Simplify Your Online Reputation Management with Grace Hill What Is Online Reputation Management?  ORM refers to the process of monitoring, tracking, and influencing your property’s online reputation. Best practices include analyzing conversations and reviews, identifying issues, and boosting your overall standing.  In property management, positive reviews are essential because a negative online reputation can lower occupancy rates and make it difficult to attract residents.  3 Reasons Why Your Online Reputation Matters In today's digital age, attracting residents to your multifamily property hinges on more than just square footage and amenities. A positive online reputation is crucial for success. Armed with smartphones and access to countless reviews, potential residents will size up your property based on what others have to say.  If you think your online reputation doesn’t really matter, think again! Cultivating a strong online presence not only fosters trust among residents and potential residents but also increases your visibility and gives you a competitive advantage in an increasingly crowded marketplace. Let’s explore three reasons why your online reputation matters. Builds Resident Trust  Every resident wants to live in a place that feels safe and trustworthy. By keeping your online reputation in check, you’re signaling to prospects and residents alike that your multifamily property is a nice place to live with a credible reputation.  Additionally, an excellent online image gives business partners confidence in the quality of your property. Success hinges on a strong reputation, so property managers must prioritize their online reputation management strategy. Increases Your Visibility  When you stumble upon something awesome, you want to tell everyone about it, right? A great online standing encourages residents to spread the word about your property across the web, which, in turn, boosts your visibility and reputation. Maximizing your online presence gives you more control over your social media and search presence. Adding attention to this detail places your property at the forefront of where prospective residents search, resulting in more form fills and phone calls. Provides a Competitive Advantage A positive reputation shows residents that your property cares about their living experience. When residents feel respected, they want to renew their leases, refer their friends, and write favorable reviews when they move out. Monitoring your online reputation also puts you in an ideal position to respond quickly to negative reviews or virtual attacks, preventing potential PR disasters from harming your property. No one wants to go viral for all the wrong reasons, which makes having a robust ORM solution in place all the more important. It gives you an automatic leg up on the competition. An ORM strategy lets you take control of your online narrative, prioritize effectively, and prevent potential disasters before they begin. Simplify Your Online Reputation Management With Grace Hill To attract and retain residents, you need a winning ORM strategy. With Grace Hill’s online reputation management tool, you’ll have access to a single dashboard view of your reviews, listings, and social sites, along with key metrics to help you understand and improve overall performance. Our solution can simplify your ORM strategy by helping you: Create a consistent online brand. Save time managing responses. Maximize social media engagement. Leverage reviews to attract prospects. Maintain accurate listings. Assess your brand’s online presence. Consolidating this information into an easy-to-understand report empowers your multifamily property to respond to reviews, monitor competitors’ digital efforts, gauge customer satisfaction with our Local Brand Visibility (LBV) benchmark, and more.  Request a personalized demo to learn more about our online reputation management tool and how it can enhance your online presence. Important notes: - Published on: 2024-05-28 08:00:25 - Category: Posts - [3 Important Reasons Your Online Reputation Matters In Multifamily](https://gracehill.com/blog/why-online-reputation-management-matters-multifamily/): Whether you’re buying a new shampoo or scouting out a place to live or work, you likely rely on online feedback before making a purchase.  Most of us (95%) read reviews before making a purchase, and 58% will actually pay… ------------------------- # How to Make Your Online Reputation Soar in Property Management > Online reputation management, or ORM, is a growing area of interest for property management, so many people are starting to ask the question: What is ORM, and why does it matter?  Online reputation management is how companies protect and improve… Full Content: Online reputation management, or ORM, is a growing area of interest for property management, so many people are starting to ask the question: What is ORM, and why does it matter?  Online reputation management is how companies protect and improve their reputations. It has become an increasingly important tool for property managers who want to attract and retain residents and grow their businesses. In fact, your online reputation matters more than ever before in today’s digital world! Customers and prospects rely heavily on online reviews, search experiences, and social media when making leasing decisions, so property managers must monitor their online reputation and take steps to ensure they present a positive image.  The constant influx of new communication channels and social media platforms makes managing it all challenging. Having an effective online reputation management tool can help lift a heavy load. Explore why your online reputation is so important in property management, the risks of a negative online reputation and website experience, and best practices you should consider. Jump to a Section Why Property Managers Can’t Ignore Online Reputation & Search Experiences The Risks of a Negative Reputation & Website Experience Best Practices for Managing Your Property’s Online Reputation How Grace Hill Can Support Your ORM Next Steps to Managing an Effective Online Reputation Why Property Managers Can’t Ignore Online Reputation & Search Experiences Word of mouth is no longer enough to attract potential residents in your community. Renters search online for reviews, video content, and other information about your property long before coming to visit in person.   This change in behavior means property managers must maintain a positive online reputation if they want to attract new residents. Through effective online reputation management, property managers can boost their brand by responding quickly and efficiently to any reviews or comments made by current or prospective renters.  With 79% of renters reporting that reviews influenced their leasing decisions, you can’t overlook your property’s reputation. Property managers must take time to craft an effective review management strategy that actively engages prospects and shows potential renters why they should choose their property over the competition.  With a solid review management program, property managers can monitor their brand while expanding their reach through industry networking and collaborations. Simply put, it equips them with the tools to build a positive reputation and attract loyal, satisfied renters. But great online reviews alone aren’t enough to keep prospects engaged. To elevate your online reputation strategy, you need to consider the entire apartment search experience. Imagine this scenario: Your reviews are glowing, so a prospect clicks through to your property’s website. With 90% of prospective renters wanting multiple touring options, you need a seamless way to help them envision life in your community. Virtual tours do just that — helping teams lease faster and smarter while enhancing the apartment search journey for prospects. The Risks of a Negative Reputation & Website Experience  Whatever your company’s size, managing your online reputation is critical to your property’s success. When you forego having an online reputation management strategy, here’s what’s at risk: Renewals Resident loyalty Reputation And the effects of a negative online reputation can be devastating if unmanaged. Even the slightest blemish to your property’s reputation can cause you to lose current residents or deter prospects. Data shows that 71% of renters searching for a new apartment won’t step foot on your property if your reviews aren’t stellar. Even more, leaving unaddressed complaints unanswered can lead to decreased loyalty and further damage your reputation.  A proactive, consolidated ORM strategy is crucial. Without it, you won’t know what’s being said about your property until it’s too late to respond.  For instance, if you have limited resources, effectively managing your online reputation can actually provide greater reach with less effort by leveraging existing channels, such as social media platforms or resident video testimonials, to help promote your message in a more timely manner. But it’s not just about navigating what people say about your business online. When you fail to efficiently manage your online reputation, you miss out on valuable feedback that could help improve your services and increase occupancy rates.  Most importantly, the right online reputation management strategy helps you identify issues quickly and address them effectively, allowing you to retain residents, boost loyalty, and maintain and strengthen your positive reputation. Best Practices for Managing Your Property's Online Reputation Online reputation management is a powerful tool for property management. Software solutions can make processes easier, but to be fully effective, they also rely on employees working in tandem to support and enhance your online presence.   Here are three best practices for effectively managing your company’s online reputation: Be Proactive: Implementing review management tools enables you to track feedback on all major review sites in one place so you can respond quickly and accurately. Online reputation management also helps create brand recognition within the rental housing industry by showcasing what makes your business unique. But it doesn’t stop there. Want to turn prospects into satisfied renters who leave positive reviews? Create a seamless apartment search experience by offering virtual tours. Respond Promptly: Your responses should be timely, well-written, accurate, and, most importantly, helpful. This shows potential residents that your business takes its reputation seriously and that they can trust you with their rental needs.  Stand Apart: Where someone chooses to live is an important decision; it’s more than just four walls and a roof over your head. Use social media and accurate listings to showcase the qualities and culture of your property that resonate with prospects.   To reach more potential residents and showcase your brand, you should have a content marketing plan that includes the following: Review Responses Regular social media updates and posts Video testimonials Unit-level virtual tours Search engine optimized content By delivering valuable content to different audiences and through various channels, you can build a strong presence in the rental housing industry and establish your company as a reputable source of information.  With a well-planned online reputation management strategy in place, property managers can differentiate themselves from competitors, increase resident engagement, and gain an edge in their market. How Grace Hill Can Support Your ORM & Video Strategy Grace Hill offers a powerful online reputation management tool and Realync's video and virtual leasing tools for multifamily companies. Our industry-specific solutions help you: Create a consistent online brand. Save time managing questions and responses. Maximize social media engagement. Leverage reviews and videos to attract prospects. Maintain accurate listings. Assess your brand’s online presence. We empower your multifamily team to respond to reviews, monitor competitors’ digital efforts, gauge customer satisfaction with our Local Brand Visibility (LBV) benchmark, and more.  Next Steps To Managing an Effective Online Reputation Now that you know the best practices for managing your online reputation and understand their importance, the next question is this: Are you ready to ensure your property stands out in the digital crowd?  Talk to one of our multifamily experts about how we can improve your online reputation management strategy and support your goals. Important notes: - Published on: 2024-05-20 02:00:48 - Category: Posts - [How to Make Your Online Reputation Soar in Property Management](https://gracehill.com/blog/how-to-make-your-online-reputation-soar/): Online reputation management, or ORM, is a growing area of interest for property management, so many people are starting to ask the question: What is ORM, and why does it matter?  Online reputation management is how companies protect and improve… ------------------------- # Tenant Engagement is Just as Vital in Warehouses > In today’s challenging real estate markets, property managers must take advantage of every opportunity to retain their tenants. Surveys can be an especially effective tool as part of an engagement strategy. Property managers can reduce tenant turnover and even attract… Full Content: In today’s challenging real estate markets, property managers must take advantage of every opportunity to retain their tenants. Surveys can be an especially effective tool as part of an engagement strategy. Property managers can reduce tenant turnover and even attract new tenants by using tenant surveys to provide the services and amenities most demanded by building occupants. Grace Hill explained the importance of conducting employee surveys to help firms gauge the needs and concerns of their workers. Almost every firm can deploy these surveys to not only gain essential insights into what their workforce is thinking but also use them strategically as a means of employee engagement by demonstrating that management cares about what the rank-and-file workers need. What about in the real estate setting? Their applicability is most easily understood in multi-tenant buildings where there is frequent interaction between the landlord and occupant. Grace Hill outlined how regular tenant surveys are essential for attracting and retaining office building tenants and identifying the amenities that apartment renters most want. Industrial Buildings Need Attention, Too But does this importance also extend to light industrial buildings like warehouses and logistics facilities? Absolutely! Many industrial buildings are leased on what’s called a “triple-net” (or “NNN”) basis. That is, the tenant is responsible for all operating expenses: real estate taxes, property insurance, and maintenance, as well as all utilities. Many are single-tenant buildings in which the entire facility is leased and occupied by just one firm. In these situations, the landlord is rarely onsite, and their day-to-day role in managing the facility is limited. But it would be imprudent to believe that the landlord’s only responsibility is to cash the tenant’s monthly check. True, industrial markets have outperformed other property sectors in recent years with lower vacancy rates and higher rent growth. With such strong market fundamentals, owners and managers might assume – wrongly – that their tenants do not require any attention. However, understanding tenant concerns and needs is no less critical for the long-term success of warehouse owners than it is for landlords in other property sectors. In this context, tenant surveys can be even more important for industrial property precisely because the landlord otherwise has such limited direct contact with the tenant relative to the situation in other more management-intensive property types like multifamily residential and multi-tenant office buildings. Hot Topics for Industrial Tenants There are a host of issues that might be of interest to tenants of light industrial buildings and their managers. As with all property types, warehouse tenants are often highly concerned with energy efficiency, water conservation, and waste management – to reduce both utility expenses and environmental impacts. If the property is net leased and the tenant is responsible for paying the utilities, why should the property manager care or get involved? At least two reasons. First, tenants seek to minimize their total occupancy cost, including both rent and other expenses such as utilities. If the landlord can keep down utility expenses, they should be able to charge higher rents, all else being equal. How? Many warehouses are situated in business parks housing many facilities. Proactive property managers can coordinate programs such as rainwater harvesting or recycling common warehouse materials for the entire business park that would benefit all the tenants. A tenant survey can be instrumental in identifying or promoting interest in such programs. Moreover, many tenants seek to be good environmental stewards. Property managers can help tenants track and report on the warehouse's energy or environmental impact performance. Property managers can also work with tenants to ensure the warehouse adheres to all environmental and safety regulations related to waste disposal, energy usage, and hazardous materials storage. Again, tenant surveys can help build interest in such programs or determine those most of interest. Another hot topic for tenants is employee well-being. Surveys can help firms attract workers by providing a safer work environment, and surveys are essential for identifying the most crucial building features and amenities. Providing a More Desirable Community Why else might a property manager survey tenants? Firstly, to identify the services and amenities most desirable by tenants to make their facilities more marketable. Services might include on-site catering, fitness classes, or daycare, while physical amenities might include indoor or outdoor recreational facilities, a community break room, or a lunchroom. Surveys can also be used to gather feedback on other issues that may be bothering tenants – before they become troublesome issues. Finally, a well-designed and -executed tenant engagement strategy can help create a sense of community. Beyond the survey instrument itself, property managers can organize social events or networking opportunities for tenants who might otherwise have limited interaction in a spread-out business park. Being responsive to tenants and addressing their concerns promptly further builds a sense of inclusiveness and mutual purpose.  Taken together, these factors can increase the market appeal of the properties, ultimately reducing turnover and increasing occupancy and rents. Contact Grace Hill today to learn more about our tenant engagement solutions. Important notes: - Published on: 2024-05-06 01:26:50 - Category: Posts - [Tenant Engagement is Just as Vital in Warehouses](https://gracehill.com/blog/tenant-engagement-is-just-as-vital-in-warehouses/): In today’s challenging real estate markets, property managers must take advantage of every opportunity to retain their tenants. Surveys can be an especially effective tool as part of an engagement strategy. Property managers can reduce tenant turnover and even attract… ------------------------- # The Art of Followership: The Truth About Leading Effectively > When you hear the term “followership,” it’s easy to associate it with social media followers. However, it extends far beyond that realm. Followership encompasses the role individuals play within a team structure, operating under the guidance of a leader within… Full Content: When you hear the term “followership,” it’s easy to associate it with social media followers. However, it extends far beyond that realm. Followership encompasses the role individuals play within a team structure, operating under the guidance of a leader within their organization. Understanding how to contribute as an effective follower is crucial to your team’s success, but it also provides the groundwork for future leadership endeavors.  In this blog, we’ll explore the importance of followership, what it takes to be an effective follower, and how it all relates to becoming an exceptional leader. Jump to a Section The Definition of Followership What is the "Art of Followership"? Five Levels of Followership Characteristics of a Good Follower Expectations of an Effective Follower The Ten Rules of Good Followership The Connection Between Followership and Leadership Training Solutions That Support Effective Followership The Definition of Followership Followership is the act of willingly and actively supporting, cooperating with, and aligning oneself with a leader’s or group’s goals, vision, and direction. It involves being responsive to leadership, contributing to the achievement of shared objectives, and demonstrating commitment, loyalty, and trust in the leader or leadership team. What is “The Art of Followership”? Followership is not for the meek and passive. Followership means being responsible and taking action when it comes to what you do in life and work. Being a follower is not a science; it is an art. However, leaders only arise when there are followers committed to achieving a universal goal. This is a fact we cannot ignore or take lightly.  We should all aim to be good followers, as we are groomed to be great leaders. Once we become leaders, we must take the time to train and increase the skill level of our followers, as they are an essential component of our team. Five Levels of Followership There are five levels of followership, and each individual falls under one level. Understanding these levels and where you fall can help determine if you're on track to effective followership. Level 1: Fear of Retribution The lowest level of followership is motivated by fear. “If I do not follow,” something terrible will happen: I will lose my job or my respect. Those at this level follow to avoid trouble, not because they desire to be effective followers and part of a team. Level 2: Blind Hope The next level of followership comes from a place of faithless hope. “We must do something. I hope this works!” This person is following out of desperation and is not certain of the outcome. They are using the "hope and pray" strategy without much trust. Level 3: Faith in Leader This level of followership is motivated by confidence in the leader’s abilities. “What a great team member. If anyone knows the answer, she does!” Those who fall under this category do not require 100% certainty to follow the leader because they have faith and trust in them. Level 4: Intellectual Agreement This level of followership is very conscientious; the follower is on the same page intellectually. “What a great idea! That makes sense!” They follow the leader because they agree with the leader’s reason and rationality. This gives the follower a higher level of investment in the outcome. Level 5: Buying the Vision This last level of followership is the highest level and where you want your followers to be when they are with you. It is the “What a brilliant idea! I’m completely on board!” This level also has a great deal of influence over how the leader motivates and communicates with others. As you reflect on the five levels of followership, here are two questions to ask yourself: Are you a good follower? Which level of followership are you currently operating at? Characteristics of a Good Follower Now that you understand the levels of followership let’s examine the characteristics of a good follower. Loyalty: An effective follower shows deep commitment to the organization and respect for the leader. The follower may disagree, but they can do so in a respectful manner. Adaptability: A leader is often involved in change within a company or organization. An effective follower can move fluidly through these changes and act as a leader or follower as needed. Teamwork: Followers should be able to work efficiently with other followers. This involves actively participating in and contributing to a collaborative effort within the team. Critical Thinking: Great followers are not a sheep to be herded; they should be able to think critically of the leader while taking initiative and practicing self-management.  Integrity: An effective follower values integrity above all else. They are not afraid to tell the truth and can follow directions well. Expectations of an Effective Follower Understands Their Responsibilities: Good followers know what they are expected to do because they make sure their tasks have been clearly communicated. If there is any confusion or questions about what you should be doing, follow up with your leader. Is Informative and Takes Initiative: Effective followers take personal responsibility for removing obstacles to team goals and achievements. They take the time to foster respect and trust by keeping the leader up to date on goal completion progress. Provides Accurate Information and Feedback: Good followers know it is their responsibility to provide clear feedback to the leaders. The information they provide can influence the leaders, so honest, accurate, and sometimes direct feedback is vital to the company and the team. Is Supportive of Their Leaders: Reaching an objective or goal often requires change. The leader needs support in this area, and effective followers are excellent at providing this to the leader and the company. Shows Appreciation for Their Leaders: Leaders are under a lot of pressure and bear many responsibilities. Good followers are sensitive to their leaders, as they often must carry emotional weight for the team. Stands Up for Themselves and Their Team: A good follower should never accept abuse or unethical treatment from a leader. Addressing these types of concerns is important before unacceptable behaviors become habitual. The Ten Rules of Good Followership Being a good follower is vital in any industry. In fact, Col. Phillip S. Meilinger of the United States Air Force shares his wisdom in "The Ten Rules of Good Followership," which he created based on 23+ years of military experience. Don’t blame your leader for an unpopular decision or policy; your job is to support, not undermine. Whether we agree is beside the point; the decision has been made, and it’s our duty to execute it. Fight with your leader if necessary, but do it in private. As followers, we should express our concerns about an issue but do so in private. Avoid embarrassing situations and never reveal to others what was discussed.  Make the decision, then run it past your leader. Use your initiative. Show initiative and provide the best recommendation even though you may not have the final decision. Accept responsibility whenever it is offered. Your team cannot succeed and evolve unless followers are willing to take risks and accept responsibility. Tell the truth and don’t quibble; your leader will be giving advice up the chain of command based on what you said. Always tell the truth about a current or upcoming situation. Do not sit on the sidelines and simply tell the leader what they want to hear. Do your homework. Give your leader all the information needed to make a decision; anticipate possible questions. Become an expert on your subject and think through the implications of the problem. Anticipate questions and prepare answers to those questions. Then, propose your course of action. When making a recommendation, remember who will probably have to implement it. This means you must know your limitations and weaknesses, as well as your strengths. Avoid proposing impractical solutions. Know your skills and put yourself in a position to maximize your strengths. Keep your leader informed of what’s going on in the office. People will be reluctant to tell leaders about their problems and successes. You should do it for them and assume someone else will tell the leader about you. Do not be afraid to share the good and the bad with your leaders. This may also happen to you, so accept it with an open mind. If you see a problem, fix it. Don’t worry about who would have gotten the blame or who now receives the praise. Focus on removing obstacles and helping your team succeed regardless of who gets the credit. Put in more than an honest day’s work, but don’t ever forget the needs of your family. If they are unhappy, you will be too, and your job performance will suffer accordingly. Work hard, but don’t let your work life overpower your family and their needs. The Connect Between Followership and Leadership Great followers and great leaders share many essential qualities. After all, every leader was once a follower, so becoming a strong leader often builds from a foundation of excellent followership.  In an article at efectio.com that examines the relationship between leaders and followers, the author notes how they influence each other: “Leaders influence their followers according to the company’s needs, while followers influence leaders with their attitude and actions – it can have both positive and negative impacts.”1  Great followers are intelligent, independent, and courageous. They are critical thinkers who take initiative, have a strong work ethic, and are not afraid to challenge the status quo or offer constructive criticism.  These same qualities are also essential for effective leadership. A leader who cannot take direction or consider alternative viewpoints is unlikely to succeed in the long run. As Aristotle once said, “He who cannot be a good follower cannot be a good leader.” Great followers can also positively influence leaders. Their dedication, initiative, and willingness to go the extra mile can inspire leaders to achieve great things. By providing constructive feedback and support, a great follower can help a leader grow and develop their abilities. In short, a strong relationship between leaders and followers is a two-way street where both parties can learn from and influence each other. Training Solutions That Support Effective Followership Exceptional leaders emerge from employees who understand the importance of effective followership. More importantly, organizations that develop both leaders and followers through purposeful training position their teams to succeed, build loyalty, and create a culture of meaningful engagement. Catering to the needs of one and ignoring the other is a short-sighted approach to employee training and development.  Writing for Harvard Business Review, Barbara Kellerman notes: “The modern leadership industry… is built on the proposition that leaders matter a great deal and followers hardly at all. Good leadership is the stuff of countless courses, workshops, books, and articles. Everyone wants to understand just what makes leaders tick. Good followership, by contrast, is the stuff of nearly nothing. Most of the limited research and writing on subordinates has tended to either explain their behavior in the context of leaders’ development rather than followers’ or mistakenly assume that followers are amorphous, all one and the same. In reality, the distinctions among followers in groups and organizations are every bit as consequential as those among leaders.” Isn’t it time to stop spinning your wheels with training solutions that don’t develop and support effective followership? The competition for all levels of talent is tight, and 76%2 of employees say they are more likely to stay with a company that offers continuous training. Grace Hill wants employees to love where they work and believes learning and development are critical to the success of every multifamily company. So Grace Hill Training offers a comprehensive approach to employee development — developed by industry experts — that enables and empowers learners. Now you must ask yourself: Are you fostering a culture of effective followership? If not, maybe it’s time to make a change. Talk to a Grace Hill expert today to see how our Training platform can help create effective followership that develops exceptional leaders and strengthens teams. Sources: efectio.com, “Relationships Between Leaders and Followers” Society for Human Resource Management, 2022 Important notes: - Published on: 2024-05-01 03:30:19 - Category: Posts - [The Art of Followership: The Truth About Leading Effectively](https://gracehill.com/blog/the-art-of-followership/): When you hear the term “followership,” it’s easy to associate it with social media followers. However, it extends far beyond that realm. Followership encompasses the role individuals play within a team structure, operating under the guidance of a leader within… ------------------------- # What Every Property Manager Needs To Know About Electronic Signatures > In today's digital world, trust and security are paramount. Whether you're signing a contract or sending a sensitive document, ensuring its authenticity and integrity is crucial to protect your business. This is where secure, electronic signatures come in. Electronic signatures… Full Content: In today's digital world, trust and security are paramount. Whether you're signing a contract or sending a sensitive document, ensuring its authenticity and integrity is crucial to protect your business. This is where secure, electronic signatures come in. Electronic signatures can play a pivotal role in verifying the signer's identity and preserving the document's integrity. More specifically, Simple Electronic Signatures (SES), a type of electronic signature, can highlight opportunities to simplify recordkeeping, greatly improve compliance efforts, and ultimately mitigate risk for your property management company. Jump to a Section What Are Simple Electronic Signatures? Electronic Signatures for Property Management Consequences of Non-Compliance The Power of Digital Policy Management Protect Your People and Properties What Are Simple Electronic Signatures? Imagine a fingerprint for your electronic documents. An SES is essentially an encrypted stamp that verifies the authenticity of a digital document and the signer’s identity. Just like a signature on paper, an SES binds you to the document’s content, proving it hasn't been tampered with after signing.  SES could be as simple as an image of a handwritten signature on a document or a prompt to select “I Agree” on an online form. Either way, this level of security and compliance protects both employees and the companies they work for. It is a convenient option that verifies the signer through their unique email address or access code.  However, the benefit of SES extends beyond mere convenience. By leveraging this secure type of electronic signature, property management companies can avoid costly violations and litigation that can come with non-compliance. Electronic Signatures for Property Management The adoption of electronic signatures in property management marks a significant shift from traditional paper-based processes to a digital-first approach. This transition has not only enhanced operational efficiency but also fortified the security and integrity of critical documents and agreements. Whether managing a handful of properties or a vast portfolio across multiple locations, capturing electronic signatures for policy acknowledgments more effectively documents that employees received the policies they need to do their jobs properly. Multifamily organizations can improve operations and prove compliance by electronically distributing company policies and certifying employee acknowledgment with an electronic signature. Consequences of Non-Compliance Failure to prove policy acknowledgment can cost you! Data gathered by Insights for Professionals highlights some staggering statistics related to the cost of non-compliance. Organizations spend $5.47 million on compliance, whereas non-compliance can cost businesses $14.82 million on average. Plus, organizations lost an average of $4 million in revenue due to single non-compliance events.  For multifamily operators, avoiding Fair Housing violations is critical, and investing in training and policies is necessary to protect your business. Fair Housing violations can be steep, with a maximum penalty of $23,000 for the first violation, $57,500 for the second violation within five years, and up to $115,000 for a third violation within seven years.  The Power of Digital Policy Management Digital policy distribution with SES acknowledgments creates a clear and verifiable audit trail that improves compliance efforts. Not only can you eliminate the potential risk of lost or misplaced paperwork, but you can also more accurately prove that employees received the policies needed to properly do their job. Additionally, the legal acceptance and binding nature of electronic signatures provide a better defense against potential future legal matters.  Grace Hill’s new Policy Management Solution offers a robust platform that simplifies the policy distribution and acknowledgment process. This solution makes it easy to assign policies relevant to specific employee needs and capture policy acknowledgment certificates with secure electronic signatures to further protect the organization.  When an employee reads and acknowledges a company policy, a certificate is generated that shows the policy’s content on the day of signing, and a Universal Time Coordinated (UTC) timestamp records the time it was signed. Paired with a unique identifier like an employee email address, you can verify company compliance to reduce liability if it is ever questioned. Protect Your Properties and People Raise compliance standards and mitigate risk for your property management company with SES on policy acknowledgment certificates. Work with Grace Hill to mitigate risk at your company and protect your properties, employees, and residents. Contact us today! Important notes: - Published on: 2024-04-29 08:00:30 - Category: Posts - [What Every Property Manager Needs To Know About Electronic Signatures](https://gracehill.com/blog/what-every-property-manager-needs-to-know-about-electronic-signatures/): In today's digital world, trust and security are paramount. Whether you're signing a contract or sending a sensitive document, ensuring its authenticity and integrity is crucial to protect your business. This is where secure, electronic signatures come in. Electronic signatures… ------------------------- # What You Need To Know About Fair Housing Laws and Social Media > Have you ever wondered whether Fair Housing laws apply to social media? Do you think the images you use on social media matter? Is it a good idea to look up prospective residents on social media?  Knowing the answers to… Full Content: Have you ever wondered whether Fair Housing laws apply to social media? Do you think the images you use on social media matter? Is it a good idea to look up prospective residents on social media?  Knowing the answers to these questions and others related to social media is not just important — but critical — when it comes to mitigating risk. For multifamily property teams, social media has become essential for engaging with residents and prospects. While it’s a fun way to showcase your community, celebrate successes, and tell a visual story, it’s an even more valuable gateway to being discovered by prospective renters searching for apartments in your area.   A strong social media presence not only makes your community more discoverable online but also attracts quality leads, which is a significant driver of leasing conversions. With minimal upfront costs and a wide reach, social media is a powerful marketing tool that just makes financial sense. For properties looking to attract more renters, it’s a no-brainer. But it’s not all fun and games! If you don’t understand what’s appropriate for posting and what’s not, you are putting your company at risk for costly lawsuits and reputational damage. In this age of social media, property management professionals must prioritize Fair Housing compliance and act non-discriminatorily, no matter what form of communication is used. Fair Housing Laws + Social Media: 7 Tips for Protecting Your Property And People Abide By Fair Housing Regulations. Show Diversity. Use Welcoming Language. Put Equal Housing Opportunity on Display. Steer Clear of Social Media "Creeping". Take Caution With Follower Requests. Remember That Intent is Irrelevant. 1. Abide By Fair Housing Regulations. Above all, it’s important to be clear that social media communication is governed by the Fair Housing Act (FHA). Why? Well, because social media communication — in all forms — is considered advertising, and the FHA prohibits discrimination in advertising. This means it is illegal to create, publish or distribute housing ads that discriminate, limit, or deny equal access to housing because of membership in any federally protected class. For that reason, any employee who can post on your community’s social media must also complete Fair Housing training. This applies to employees and any agency or service that has access to your social media. 2. Show Diversity. It is crucial for property owners and managers to reflect a wide range of diversity in the images used across their social media channels. This includes individuals from different racial and ethnic backgrounds, as well as all federal, state, and locally protected classes as defined by Fair Housing laws.  Accurately depicting diversity should be done thoughtfully and authentically. It goes beyond your photos and extends to avatars, animations, and illustrations. Avoid using tokenism or stereotypes and ensure that diverse representation is integrated naturally into the content.  Diversity isn't just about demographics; it's also about fostering a community where everyone feels valued. Even if a property's resident population is not particularly diverse, it is still essential to show diversity in marketing materials and social media channels. By doing so, the property sends a message of inclusivity to potential residents — a key component of Fair Housing practices — and emphasizes that all individuals are welcome and respected. 3. Use Welcoming Language. Social media is often a prospect’s first glimpse of your community, and we all know first impressions matter! Just like a welcoming smile in person, inclusive language on your social media channels has the power to shape perceptions and foster a sense of belonging. So property owners and managers must pay attention to the words team members use on social media to ensure residents and prospective residents feel welcome.  A helpful guideline for using welcoming language is to focus on describing the community rather than individuals. By emphasizing the features, amenities, and benefits of the community, property managers can ensure their teams use inclusive language, avoiding any potential discrimination or bias.     ✔ Highlight the welcoming environment, the sense of community, or the various services and amenities available. Here are some examples that demonstrate inclusion without singling out specific individuals or groups: "Our community offers a welcoming atmosphere where residents can connect with neighbors." "We provide a range of amenities to enhance your living experience."     X Avoid using language that singles out or describes residents based on their characteristics.  Also, keep in mind:     ✔ Offer translations or provide materials in multiple languages.     X Avoid using language that avoids assumptions or stereotypes.     X Avoid phrases or words that could inadvertently exclude or offend certain groups. By using welcoming language, property owners and managers demonstrate a commitment to Fair Housing practices while creating a positive impression that ensures residents and prospective residents feel valued and welcome. 4. Put Equal Housing Opportunity on Display. Property owners and managers must prominently display the Equal Housing Opportunity (EHO) slogan, logo, or statement on their social media pages and website to further promote Fair Housing practices and mitigate the risk of potential discrimination. Including the EHO slogan or logo serves as a visual reminder to everyone that the property is committed to providing equal housing opportunities to all individuals, regardless of their protected characteristics. This simple but powerful display reinforces the message that Fair Housing is not just a regulatory requirement but an intrinsic value of the community. It is equally important to ensure the EHO placement is visible, easily readable, and prominently and strategically placed (i.e., in the header or footer of your website or social media profile). It is also advisable to link the EHO logo or statement to a dedicated Fair Housing page, which provides comprehensive information about your property's Fair Housing principles, policies, and procedures. By displaying the EHO slogan, logo, or statement, property owners and managers showcase their dedication to Fair Housing practices, transparency, and inclusivity, creating a community where everyone feels protected and valued. 5. Steer Clear of Social Media "Creeping". Social media can be a tempting tool for learning more about residents and prospective residents. However, the information you find can leave you vulnerable to discrimination claims.  Examples of information you might find on someone’s social media that could leave you vulnerable to claims include: Learning that a prospective resident is a member of a protected class. Discovering a prospect or resident’s religion. Realizing that a prospective resident has children. Noting a disability in something they have shared online. If you think what you find on social media could influence, or even appear to influence, your decision about leasing to someone, then steer clear of investigating on social media.  The best thing to do is consistently follow your standard application and qualification procedures for all prospects. 6. Take Caution With Follower Requests. It’s tempting to connect with residents in your community. After all, you’ve known many of them for several years, perhaps developing friendships along the way. So, what’s the harm in connecting on social media?  You and your teams must tread cautiously when blurring the lines between personal and professional social connections. If you connect with residents on social media, think carefully before acting on the information you find. Consider This: What Should You Do? Scenario 1: Image you have a couple living in a one-bedroom apartment. Your occupancy limits specify two people per bedroom. On social media, you learn that the couple is in the process of adopting twins. Response: In this case, it's best not to act.  Even making a note of this in the residents’ file could be problematic if you face a Fair Housing claim. It could appear as though you used the couple’s familial status in making decisions, which could violate Fair Housing laws. Scenario 2: What if you come across something that is concerning about a resident on social media, such as an indication that they lied on their application or weren’t honest in an accommodation request? Response: Consult with your supervisor and legal counsel before taking any action. If you act on information and are wrong about what you found, you may put yourself at risk for a Fair Housing complaint. 7. Remember That Intent is Irrelevant. Discrimination doesn’t have to be intentional to be illegal. If the words or images you use on social media, regardless of intent, discourage people from living in your community, that may be enough to violate Fair Housing laws.   Discrimination can take many forms, including both overt and subtle actions. Fair Housing laws protect individuals from being subjected to any form of discrimination, whether explicit or implicit. Therefore, you must be cautious about your social media content, considering its potential impact on different individuals or protected classes. How Grace Hill Can Help You Mitigate The Risks of Social Media Let’s face it. Social media has become a vital part of doing business, particularly for multifamily managers, but it can be a minefield if you aren’t strategic in managing and promoting your messaging. Learn how you can mitigate the risks of social media using the solutions below: Online Reputation Management (ORM): While a powerful tool, social media can also create dangerous blind spots in your online reputation. You could be blissfully unaware of a scathing review, or worse, "go viral" for all the wrong reasons. Grace Hill’s enhanced ORM solution gives you a consolidated view of your reviews, listings, and social media activity, helping you respond to negative sentiment and streamline your content publishing.  Policies: Discrimination claims can derail your bottom line. Considering that the average discrimination claim is $37K1, a generic solution won’t cut it. Grace Hill gives you the necessary tools to protect your people and property. Our subject matter experts continuously monitor the industry’s legal landscape and proactively make necessary policy changes to help you maintain regulatory compliance. Training: Not all training is created equal. Grace Hill goes beyond simply cramming facts into a course. Our experts create a comprehensive experience that includes interactive elements, real-world examples, and a variety of teaching methods to maximize learning potential. Our solution offers complete multifamily training content, helping to enhance your team’s performance. According to NAA, 61% of operators say staying compliant amid constant new regulations is their biggest challenge.² And with social media, the landscape is constantly shifting! So, while managing risk and staying compliant continue to be a significant challenge for the multifamily industry, the good news is that you don’t have to figure it out alone. With a dedicated team of experts, let us help you mitigate your social media risk. Our ORM, Policy, and Training solutions provide robust, industry-specific solutions for the challenges you face. Contact us today! 1 CPR News, 2019 2 https://www.naahq.org/property-management-industry-pulse-2023 Important notes: - Published on: 2024-04-22 08:00:26 - Category: Posts - [What You Need To Know About Fair Housing Laws and Social Media](https://gracehill.com/blog/fair-housing-laws-and-social-media-tips/): Have you ever wondered whether Fair Housing laws apply to social media? Do you think the images you use on social media matter? Is it a good idea to look up prospective residents on social media?  Knowing the answers to… ------------------------- # The Beginner’s Guide to Successful Property Management Social Media > In today's digital landscape, social media isn't just a fad; it's a powerful marketing tool with the potential to transform your property management business. While some might be reluctant to fully embrace social media as a property management marketing strategy,… Full Content: In today's digital landscape, social media isn't just a fad; it's a powerful marketing tool with the potential to transform your property management business. While some might be reluctant to fully embrace social media as a property management marketing strategy, fearing it's a time-consuming burden, the reality is social media offers a wealth of benefits that can't be ignored. Like it or not, social media has become a powerful force in business. When well-managed, it offers several benefits, with the potential to significantly expand the reach and visibility of your multifamily properties.  However, problems arise when property owners and managers decide they can ignore social media, either half-heartedly giving it attention or relying solely on traditional property management marketing efforts, “the way we’ve always done it” attitudes, or past success with leasing and resident satisfaction.  After all, why change what’s seemingly not broken?  Yet, even for those with successful properties — who seem to be operating just fine in the status quo — ignoring social media is not the answer. Why? Well, in this day and age, prospective renters typically start their research on social media. In fact, “an estimated 80% of apartment seekers look at social media before choosing their next rental,” so your social presence must impress. Because potential renters will engage on social platforms whether you do or not, participating is the best way to guide the conversation and ensure its value.  Jump to a Section 5 Benefits of Property Management Social Media Why Social Media Engagement is Valuable How Online Reputation Management Platforms Help The Risk of Doing Nothing 3 Steps to Property Management Social Media Success Level Up Your Property Social Media With Grace Hill 5 Benefits of Property Management Social Media Don’t let social media scare you. It can be a powerful tool for multifamily property managers with clear and compelling benefits. Here are some of the benefits of incorporating social media into your property management marketing strategy. Attract new residents:  This is a big one. People increasingly use social media to find apartments, so having a solid presence can significantly boost your applicant pool. You can showcase your vacancies, amenities, and the surrounding area with attractive photos and videos. Improve resident communication: Property management social media creates a two-way street for communication with residents. You can share important announcements, answer questions, and even create a platform for residents to connect, fostering a sense of community and increasing resident satisfaction. Build brand awareness:  A well-managed social media presence can help you develop your brand and make your property stand out from the competition. You can highlight what makes your community unique, whether that’s a pet-friendly atmosphere, a rooftop pool, or a commitment to sustainability. Cost-effective marketing: Unlike traditional advertising methods, social media marketing is a relatively inexpensive way to reach a large audience. You can create a free profile on most platforms and promote your listings organically. Additionally, you can invest in targeted ads and reputation management platforms. In fact, properties that invest in actively managing their digital reputation see a surge in inquiries, onsite traffic, and lease conversions, and 94% of local companies that invest in reputation management tools see cost recovery through ROI. Increase resident retention: Happy residents are more likely to renew their leases. Using social media to build relationships with residents and address their concerns promptly can help create a more positive living environment that encourages residents to stay. Why Social Media Engagement is Valuable Social media is a valuable tool to help people learn more about your property, and posting on social media should definitely be one element of your strategy. However, responding to social media comments and reviews is what moves the needle to elevate your brand.  Optimizing the value of social media engagement requires a plan for consistent and targeted social media activity. In doing so, you increase your brand awareness and become a “top-of-mind” choice for potential residents.  Social media offers many benefits for multifamily property managers looking to boost engagement with residents and attract potential renters. Regularly posting engaging content increases your property's visibility online. And while an intentional and managed property management social media strategy helps build community and a positive online presence, it also provides important intel about how your property is perceived and talked about online.  Social media “listening” allows you to gauge resident sentiment and identify areas for improvement. You can see what residents are talking about, gather feedback on events or amenities, and use this information to tailor your approach and inform your responses.  Never miss an opportunity to engage and spot problems before they go viral by listening and responding to social chatter. Consider this: Just as you wouldn't book a vacation or choose a restaurant without first checking the internet, your future residents are doing the same with your property. They are forming opinions based on what they find online. Will what they find — or don’t find — make that opinion positive or negative? In many ways, the choice is yours. Overall, social media is a powerful tool for engagement in the multifamily property management industry. By using it effectively, you can build stronger relationships with residents, attract new renters, and create a thriving community at your property that others desire to join. But here’s where things can get tricky. Although engaging on social media is a worthwhile practice, it can be overwhelming for multifamily organizations that try to manage their online presence without an effective industry-specific solution.  How Online Reputation Management Platforms Help With so many social posting options, staying on top of reviews across multiple sites and social platforms is practically a full-time job! So while it’s necessary to be engaged and proactive with a social strategy, it’s an area that has really eclipsed what property management companies can handle manually.  Because of this, online reputation management (ORM) tools can save you and your employees valuable time and effort, rescuing you from trying to do all the things.  So, what is Online Reputation Management? ORM is all about shaping how people perceive your business online. It involves monitoring what's being said about your company, addressing negative reviews, and promoting positive content. By strategically managing your online presence, you build trust with potential customers and safeguard your brand's reputation. As Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Proactive reputation management isn't just about reacting to risks; it's about creating strategies that stay ahead of them. The truth is it can be difficult to get a consolidated view, and property managers often waste valuable time accessing multiple review sources with separate logins, data sets, and reporting options.  One of the things that makes Grace Hill’s ORM solution so popular is that it uses AI-powered analytics and reports to unveil key metrics. This gives property managers a clear picture of location activity, top-performing content, trending hashtags, and follower growth—all in one central dashboard. Investing in reputation management isn't just about damage control; it's about driving traffic, igniting interest, and ensuring your property stands out from the digital crowd. The Risk of Doing Nothing While doing nothing is an option, consider the risks*: Every unanswered online review is an unaddressed complaint that deters potential residents.  79% of renters report that reviews influenced their leasing decisions. 71% of those who research reviews won’t visit a property if the online reviews aren’t stellar.  Turning away prospects and residents due to negative reviews, even if unknowingly, impacts turnover rates and ROI. In the digital age, silence isn't golden — it's a deafening misstep. And whether you are engaged in social media or not, your residents are writing about your property online. You could be blissfully unaware of a scathing review on a niche forum, or worse, "go viral" for all the wrong reasons. Is pulling back from property management social media worth it? You know the answer is “no,” but what are you doing to mitigate the risk? Don’t let your property suffer when robust and viable solutions are proven to help. Being reactive rather than proactive will leave you vulnerable to reputation damage and frustrated by inefficiency. 3 Steps to Property Management Social Media Success We won’t sugarcoat it; social media is time-consuming, so you MUST have a plan. It requires a dedicated team and strategy. Because multifamily property teams are often already stretched thin, having an ORM solution is suggested, as it saves valuable time and resources. After all, shouldn’t your onsite teams be doing the important work you hired them to do? Grace Hill’s reputation management solution is the ONLY one in the industry focused on multifamily, and it helps you easily monitor and publish to your social accounts across Facebook, X, Instagram, and Google (Q&A) from a single dashboard.  Regardless of the path you choose, here are three simple steps to property management social media success: 1. Choose Your Platforms Selectively The first step to creating a social presence is choosing the platforms you’ll engage on. Be deliberate. Don’t try to cover them all. Even major brands and large organizations can’t do that well. Facebook is a good place to start. Letting potential renters find out more about you is incredibly important. You might also find value in using Instagram to show off your community with images. Choose your platforms carefully and don’t overcommit; it’s more important to post regularly on a limited number of platforms than to post sporadically on a lot of them. One benefit of using an ORM solution is that it simplifies your content publishing using calendars, bulk scheduling tools, and approvals to maximize engagement with prospects and residents. 2. Develop a Manageable Posting Schedule Figure out when you can devote manageable chunks of time to your social strategy and then commit to that schedule. For example, if you decide to do two posts a week on Facebook, block out time on those days and commit to creating and sharing during that time. In the beginning, you’re building your audience, so your content doesn’t have to be perfect, just consistent. You should try new messages and new types of content to see what resonates with people. 3. Research New Content Ideas You can find ideas for content in various places, but start by sharing what you think is interesting about your property. Maybe that’s snapshots of things happening around your community or a feature about your front desk person. Or perhaps it’s a “did you know” tidbit. For example: Did you know we have happy hours every Friday in our lobby? The content you create and share doesn’t have to be anything big or significant. Get creative and see what works. When you use Grace Hill’s ORM solution, you have access to AI features that not only help you publish but also generate content ideas. It can craft engaging, personalized social content to ensure you never miss an opportunity to connect with your community while freeing your team to focus on strategic initiatives. Above all, don’t be afraid to try new things. Social media is constantly evolving. Check your feed to see what people are liking and interacting with, and incorporate elements from those things that you see people engaging with. Level Up Your Property Management Social Media With Grace Hill Social media is part of a property management marketing strategy, but it is just one element of what should be a comprehensive plan. Quality training, policies, and reputation management solutions go hand in hand.  The best way to ensure your property management social media is engaging and consistent across properties is to implement policies and training that help align teams for better customer communication.  Training can ensure your team is made aware of legal and ethical considerations related to social media. Property managers who don’t fully understand the nuances around topics such as Fair Housing can put your property at significant financial risk.  Policies, when well-written and industry-specific, can help regulate employee social media usage to ensure consistent brand standards and mitigate risk online.  Reputation Management provides a consolidated solution tailor-made for multifamily that lets your teams get back to the business of sales and customer service. Blind spots in your online reputation are dangerous, but an ORM solution provides a proven, cost-effective method for achieving social media success.   Ready to control your property management social media so it doesn’t control you? Grace Hill is here with solutions that help.  Important notes: - Published on: 2024-04-16 08:00:54 - Category: Posts - [The Beginner’s Guide to Successful Property Management Social Media](https://gracehill.com/blog/guide-to-property-management-social-media/): In today's digital landscape, social media isn't just a fad; it's a powerful marketing tool with the potential to transform your property management business. While some might be reluctant to fully embrace social media as a property management marketing strategy,… ------------------------- # The Bias Blind Spot: Can AI Tools Perpetuate Housing Discrimination? > Imagine finding your dream apartment but then being rejected by an Artificial intelligence (AI) algorithm with a hidden bias. This reality is the potential downside of AI in multifamily real estate housing. Fueled by the success of ChatGPT, a wave… Full Content: Imagine finding your dream apartment but then being rejected by an Artificial intelligence (AI) algorithm with a hidden bias. This reality is the potential downside of AI in multifamily real estate housing. Fueled by the success of ChatGPT, a wave of new AI services like Gemini and Jasper are flooding the market. With an estimated 1.5 billion people already using chatbots and 16% of employees incorporating AI tools like ChatGPT into their work, it's clear that AI has a significant impact. While AI tools like ChatGPT offer exciting possibilities for streamlining processes and personalizing the resident experience, concerns about Fair Housing compliance loom large.  This blog explores the potential pitfalls of AI in multifamily real estate housing and strategies to mitigate them, ensuring everyone has access to Fair Housing. Jump to a Section The Peril of Unconscious Bias Mitigating Bias in AI Tools The AI Bill of Rights: A Ray of Hope? The Need for AI Guidelines Build a Fair Future With Grace Hill The Peril of Unconscious Bias It’s like teaching your friend how to play a new game using an outdated rulebook. Your friend might learn the wrong way to play the game without realizing it.  This scenario can happen with AI. Unfortunately, the historical data used to train AI algorithms often reflects societal biases. AI algorithms can then amplify these biases, leading to discriminatory outcomes, even when the person using these tools does not intend to perpetuate such biases. A 2022 University of Southern California study found nearly 40% of "facts" used by AI are biased, supporting inaccurate stereotypes based on factors like race, gender, and occupation. In multifamily housing, this can be particularly harmful. An AI tool analyzing rental history could penalize individuals from high-eviction zip codes, even if the applicant has a perfect record. This perpetuates existing housing disparities and violates Fair Housing laws. Mitigating Bias in AI Tools AI can be a great tool, but it's important to work with fairness in mind. Here are some key strategies to avoid bias when using AI for your multifamily business:  Scrutinize training data: Before implementing any AI tool, thoroughly analyze the data it's trained on and remove any biases that could lead to discriminatory outcomes. Doing so might involve working with diverse data sets and consulting Fair Housing experts. Let humans make the final call: Don't let AI make final decisions alone. Human team members should review every process to ensure fair and balanced decision-making.  Use transparent tools: Choose AI tools that offer transparency and explainability in their decision-making processes. This allows you to identify and address any potential biases in the system. The AI Bill of Rights: A Ray of Hope? In October 2022, the White House released the AI Bill of Rights, a set of principles (not laws) designed to promote responsible AI development. These principles focus on fairness, non-discrimination, and accountability, offering a promising framework for ethical AI use in multifamily housing and other sectors. While not legally binding, the AI Bill of Rights encourages developers to consider potential AI harms and design systems that are fair, accountable, and respectful of people's rights. This initiative reflects growing concerns about AI's impact and could pave the way for future legislation promoting responsible AI use. The Need for AI Guidelines While a recent Business.com study shows significant employee adoption, particularly among upper management (who are three times more likely to use it than non-managers), a vast majority (83%) of U.S. employers lack clear guidelines for AI usage. Because ChatGPT and other AI chatbots can generate biased and legally questionable content, multifamily employees must exercise caution when using such tools. Regardless of your business's stance on AI, establishing clear guidelines ensures everyone understands the rules and promotes responsible technology use. Build a Fair Future With Grace Hill AI presents immense potential for the multifamily housing industry, but its ethical application is paramount. By acknowledging the potential for bias, implementing mitigation strategies, and embracing initiatives like the AI Bill of Rights, we can ensure AI empowers, not hinders, fair and accessible housing for all. Remember, technology should be a tool for progress, not a barrier to equal opportunity. Here at Grace Hill, we're passionate about helping businesses navigate the complexities of AI and ensure its responsible use.  Our team of experts can partner with you to develop clear AI usage policies, implement robust bias-mitigation strategies, and ensure compliance with emerging regulations. We offer comprehensive training programs to educate your employees on responsible AI practices and empower them to leverage this technology effectively.  Learn how Grace Hill's solutions can help your multifamily business stay ahead of the curve and ensure Fair Housing for all and download our complimentary policy covering Acceptable Use of Generative AI today. Important notes: - Published on: 2024-03-25 01:00:43 - Category: Posts - [The Bias Blind Spot: Can AI Tools Perpetuate Housing Discrimination?](https://gracehill.com/blog/can-ai-tools-perpetuate-housing-discrimination/): Imagine finding your dream apartment but then being rejected by an Artificial intelligence (AI) algorithm with a hidden bias. This reality is the potential downside of AI in multifamily real estate housing. Fueled by the success of ChatGPT, a wave… ------------------------- # 4 Innovative Ways To Create a Community Residents Love > Creating a community residents love is crucial to the ongoing success and profitability of rental housing. Every property manager wants satisfied residents, which involves more than just collecting rent.  Many renters today are looking for a property that can offer… Full Content: Creating a community residents love is crucial to the ongoing success and profitability of rental housing. Every property manager wants satisfied residents, which involves more than just collecting rent.  Many renters today are looking for a property that can offer a comfortable and healthy environment, along with modern amenities. As competition tightens, multifamily property managers have a prime opportunity to attract and retain residents by creating a living experience that feels like home.  In this blog, we'll look at how property owners and operators can upgrade their properties with the amenities and “must haves” renters actually search for and desire. As we explore the latest trends and research around amenities and services modern renters value most, you’ll be better positioned to create spaces residents love to call home. Amenities That Matter: What Renters Really Want Future Focused Quick Connectivity Putting Your Best "Virtual" Foot Forward Healthy Living Future Focused Today's renters are looking for more than just a roof over their heads. They want the latest and greatest amenities available in modern apartment complexes. These amenity features run the gamut from high-tech fitness centers with on-demand virtual training programs and interactive workout equipment to onsite package lockers that enable secure delivery pickup anytime or home automation options where residents control lighting, temperature, security, and more from their smartphones.  While the needs of residents and prospects often vary by property and location — highlighting the importance of drilling down on preferences by market — a few amenities have grown in demand across the board over the last few years.  For example, as the popularity of fully electric and hybrid vehicles has risen, having access to sufficient parking options has increasingly become a priority for renters. And the numbers bear that out. According to the 2024 Renter Preferences Survey Report by the National Multifamily Housing Council (NMHC) and Grace Hill, which captures renter feedback from over 172,000 participants living in 4,222 communities across 77 U.S. markets, 42% of renters are considering or expecting to lease or purchase fully electric or plug-in hybrid vehicles within the next two years.  In addition to parking options, safety and security remain important considerations for renters. A recent trend watch article at Apartmentology.com shared, “Technological solutions are growing in popularity, from keyless smart locks, biometric-based security systems, and smart security alarm systems.” In fact, in the NMHC and Grace Hill survey report, having smart security alarm systems received 67% interest among renters.  And let’s not forget our four-legged furry friends! With an increased demand for pet-friendly properties, the desire for pet-friendly amenities has also grown. Residents not only want pet-friendly properties but also onsite options that cater to their dogs, such as onsite pet washing stations and dog parks.   Today's renters are looking for more than just the basics when it comes to apartment amenities. And for younger demographics, in particular, innovative and "smart" features are a major draw. These futuristic amenities create a sense of luxury living and provide the services and environment that today's renters demand.  Staying attuned to the latest trends enables property owners to create an exceptional living experience and community residents love. An easy and effective way to maintain a pulse on what residents value is to use a comprehensive and well-timed survey tool like KingsleySurveys, which provides critical feedback and actionable insights to help increase resident satisfaction and guide decision-making. Quick Connectivity Internet access used to be a perk, but now it is an essential. Post-pandemic, the U.S., in particular, has seen demand for reliable, fast, and quick internet connectivity soar to meet the needs of consumers in the following areas: Work School Streaming entertainment The pandemic accelerated the remote work trend, with 52% of renters now saying they work remotely, and of those, 70% do so on a weekly or daily basis.  As remote work has increased, so, too, has the desire to have rental spaces that accommodate “work from home” productivity. As a result, many prospective residents are looking for coworking areas with high-speed internet access, as well as print stations, video conferencing rooms, coffee bars or cafes, and more.  According to Dr. Katherine Blake and Tristian Brown in their article, “19 Luxury Apartment Amenities to Look for in 2024,” coworking spaces aren’t “just a perk for remote workers; it's a community hub fostering collaboration and innovation, all within the comfort of your building.”  But it’s not just about work. Schools have significantly increased their use and reliance on technology, often requiring students to access online platforms and portals for submitting homework, taking exams, and completing assignments.  And we all understand how streaming services and online gaming have ramped up their presence in everyday life! After all, who can live without Netflix? Regardless of opinion, many daily activities rely on a strong internet connection, and residents now expect their community to offer the best possible setup — without a wait.  When renters are ready to move in, many anticipate the immediate availability of internet service, whether by offering quick plug-and-play modem setups or pre-installed WiFi.  It was a message also heard loud and clear in the NMHC and Grace Hill survey results, revealing that “87% of renters say having internet service immediately available at move-in is either very important or absolutely essential.” To be competitive in today’s markets, properties must provide fast fiber networks that satisfy residents' needs and leave room for more data-intensive uses in the future. With multiple devices connected in each household, it’s no longer a “nice to have” option. Taking an active role in ensuring robust internet connectivity shows renters you understand their needs and helps build loyalty. In the ever-evolving rental market, it’s an opportunity to attract residents and increase satisfaction; resulting in a community residents love. Putting Your Best “Virtual” Foot Forward Ratings, reviews, and the ease of virtual options can either make or break a property. Today's renters are digital-savvy, and most will research an apartment community online before stepping foot on a property. In fact, 71% of renters referenced ratings and reviews when searching for their next apartment home; this is especially true for Millennials and Gen Z. While the pandemic likely accelerated the need for virtual leasing and tour options, it’s a feature that is here to stay — and expected. With busy schedules and hectic lives, many appreciate the ability to view floorplans, photos, videos, and 3D virtual tours of units and amenities entirely online.  Recent surveys show that roughly 1 in 5 renters have rented a home without visiting the property first. From viewing listings and touring a property to submitting rental applications, e-signing a lease agreement, and submitting payments, streamlining the online experience caters to tech-savvy prospective residents, providing flexibility and convenience for today's on-the-go renters.  How you “look” online matters significantly in today’s housing market. First impressions begin before a prospective resident ever walks through the office door. Renters want flexibility in how they search, tour, apply, and lease their next apartment home, and for your property to be a contender, you need to pay attention to what others have to say. Healthy Living With health and wellness a top priority for many renters today, pursuing healthy building certifications can give your community a competitive edge. Major certifications like LEED IAQ, WELL, Fitwel, RESET, and others indicate your property has met stringent standards for indoor air quality, lighting, accessibility, and overall well-being.  According to the EPA, strong evidence shows a link between indoor air quality and human health, productivity, and performance. Achieving a certification demonstrates to current and potential residents that your community is designed with their health in mind and provides an opportunity for differentiation in a crowded market. “By pursuing these healthy building certifications and other wellness improvements, building owners and operators can grow the momentum of the healthy building movement and demonstrate that their buildings are safer and more comfortable than non-certified buildings” (Veregy.com). Among residents surveyed, 62% said that a healthy building certification would positively influence their leasing decision, so property owners who prioritize adding one or more of those distinctions to their properties provide a distinct advantage over the competition. While these healthy building certifications take effort, being able to market the achievement can pay dividends when attracting new residents. Creating a healthier, safer, and more comfortable community shows you care about the well-being of everyone who lives and works onsite. Don’t Make Decisions in the Dark Creating a community residents love requires focusing on amenities and features that meet the needs and preferences of modern renters and prospects. In doing so, your property stands to gain better resident satisfaction and retention rates, a favorable online reputation, and an ability to attract new renters. These two industry-respected resources will help you make data-driven decisions using comprehensive and trusted insight: Grace Hill and NMHC’s Renter Preferences Survey Report provides an overall industry perspective, along with options to uncover what renters in YOUR market prefer. There are three ways to buy: Purchase Now! KingsleySurveys resident surveys help you discover satisfaction and renewal intent among current residents. On average, KingsleySurveys clients see an increase of 4% renewal intention year over year. If you are ready to create a community residents will love, talk to a Grace Hill expert today about survey solutions that make a difference.  Note: All statistical references taken from the 2024 NMHC and Grace Hill Renter Preferences Survey Report Important notes: - Published on: 2024-02-20 12:40:31 - Category: Posts - [4 Innovative Ways To Create a Community Residents Love](https://gracehill.com/blog/creating-community-residents-love/): Creating a community residents love is crucial to the ongoing success and profitability of rental housing. Every property manager wants satisfied residents, which involves more than just collecting rent.  Many renters today are looking for a property that can offer… ------------------------- # Enhancing the Employee and Tenant Experience Through Surveys > Nearly four years after the brief but severe COVID-19 recession in the spring of 2020, the U.S. jobs market remains exceptionally strong. The balance of power is firmly tilted toward workers — with little sign of a recession that might… Full Content: Nearly four years after the brief but severe COVID-19 recession in the spring of 2020, the U.S. jobs market remains exceptionally strong. The balance of power is firmly tilted toward workers — with little sign of a recession that might swing the power pendulum back to employers. With the national unemployment rate hovering near 50-year lows, firms cannot find enough qualified candidates to fill their staffing needs. Job openings have declined from their record levels in 2022 but remain quite elevated relative to historical levels and far exceed the number of unemployed workers. Perhaps the most revealing job trend is that firms are laying off the layoffs. With skilled workers so scarce, the rate of layoffs is a third less than historical averages — including involuntary separations initiated by the employer, notably discharges for cause and layoffs for market reasons. Additionally, companies cannot ignore the substantial financial impact of employee turnover. Replacing an employee can cost up to twice their annual salary, resulting in significant expenses. For example, a company with 100 employees earning an average of $50,000 could suffer replacement costs exceeding $2.6 million annually.    In this challenging labor environment, firms are doing everything they can to retain their valued workers and avoid the substantial cost of turnover. Ensuring their pay levels are competitive is critical, along with offering workers upskilling opportunities with training and rewarding career paths. In addition, corporations are realizing the importance of ongoing engagement programs to better understand employee needs and preferences on a host of issues like  physical amenities in the workplace and more. How best to gather this valuable input? Ask them! Annual performance reviews are one essential forum, assuming there is room for two-way dialogue. But firms must do more — and do so more frequently — to understand employee priorities in real time. Firms can use employee engagement surveys — such as those offered by KingsleySurveys — to get the “unvarnished truth” about what matters to their workers. A Host of Benefits Employee engagement programs can provide a wealth of advantages to employers and their workers.  More valued non-financial compensation. Firms can mine the survey responses to determine the benefits or services that matter most to employees. Often, it’s non-financial compensation that makes the difference in attracting or retaining workers. Firms can assume what their employees value based on industry averages or anecdotal evidence, but surveys provide more specific guidance for developing benefit packages that will be most meaningful to their workers. More appealing, healthier workplaces. With hybrid work arrangements becoming the norm throughout corporate America, firms can no longer assume that workers will commute into the office or other workplace regularly. Rather, many firms must provide their workers additional incentives to come work in a communal setting outside the home. Feedback from employee surveys can help firms identify workplace design changes that boost productivity while yielding more innovation and creativity. They can also provide insights into what services or amenities would make their workers more likely to make the commute and be more efficient once they get there. The focus on functional workspace also promotes employee well-being, which contributes to both employee satisfaction and productivity. Giving workers a voice. Conducting employee surveys is about more than just gathering data. Half of exiting employees say that no leader spoke with them about their job satisfaction or future with the organization within the three months preceding their exit.  By offering employees a platform to voice their opinions and concerns with surveys, firms demonstrate that their perspective is valued and essential for shaping the workplace. This sense of recognition and participation promotes trust and transparency while directly contributing to higher employee satisfaction rates. Employees who feel heard and respected are more likely to be content in their roles and less likely to seek opportunities elsewhere, reducing workforce turnover. Improved customer service and efficiency. Employee surveys can reveal customer service weaknesses and communication breakdowns. For instance, if feedback reveals that employees feel ill-equipped to handle tenant complaints, management can intervene with targeted training and support. By actively addressing these gaps, workers can be empowered to better handle a wider variety of customer situations, thereby enhancing satisfaction and operational efficiency. Benefits to Landlords and Property Managers, Too While worker surveys can provide profound insights for their employers, the survey data can also help landlords and property managers tailor their building amenities and services to best meet the needs of their tenants. This data-driven approach ensures that building investments align with what tenants value, helping maximize satisfaction and return on investment.  If surveys reveal that tenants are not satisfied with the fitness equipment or the business center, management can take appropriate action to address tenant concerns. By understanding how amenities are used, management can prioritize upgrades and expansions or even introduce entirely new offerings that cater to evolving tenant needs. Ultimately, a satisfied and engaged workforce is fundamental to a superior tenant experience as well. In today's competitive labor market, retaining valued employees and tenants is crucial. Grace Hill’s tenant and employee surveys provide unique, unfiltered insights to understand their needs, preferences, and concerns. Ongoing stakeholder engagement programs empower organizations to make informed decisions about workplace design, employee desires, and tenant amenities, to optimize investments for long-term success. Contact Grace Hill today to learn more about our comprehensive survey solutions. Important notes: - Published on: 2024-02-12 09:49:26 - Category: Posts - [Enhancing the Employee and Tenant Experience Through Surveys](https://gracehill.com/blog/enhancing-employee-and-tenant-experience-through-surveys/): Nearly four years after the brief but severe COVID-19 recession in the spring of 2020, the U.S. jobs market remains exceptionally strong. The balance of power is firmly tilted toward workers — with little sign of a recession that might… ------------------------- # Stay Interviews Can Help Companies Raise Employee Attitudes and Retention Rates > HR departments find that “stay interviews” – those conducted with current employees to gauge the gratification they see in their positions – can be the perfect antidote to exit interviews. Given the surge in job-hopping, particularly post-pandemic, companies say that… Full Content: HR departments find that “stay interviews” – those conducted with current employees to gauge the gratification they see in their positions – can be the perfect antidote to exit interviews. Given the surge in job-hopping, particularly post-pandemic, companies say that stay interviews are helping to reduce turnover while increasing production and satisfaction among workers. As such, best practices have come to incorporate light “stay questions” into regular one-on-one meetings. The result is happier employees who are eager to engage and contribute. Managers, too, are becoming more effective because they know what employees care about personally and professionally and what motivates them to remain with the company. Discussions such as these can lead to exciting new assignments, new learning paths, or just improved relationships with employees and their direct managers, which impacts retention. Formal sit-downs can come off as rigid and detached. Instead, managers should create moments for listening, allowing employees to voice their feelings, which helps them feel valued within the organization. Doing this can diffuse an employee’s thoughts, such as “If I leave today, no one would care,” and get everyone working together again. Exit interviews are more for the employer, but stay interviews benefit both sides. While exit interviews can provide important information and shed light on issues, they often produce nothing more than canned responses (so as not to burn bridges) and very little to improve company culture. Jump to a Section Stay Interviews + Employee Surveys = A Powerful Combo Create Comfort and No Fear of Retaliation Tips on Conducting Stay Interviews Stay Interviews + Employee Surveys = A Powerful Combo Whether stay interviews are conducted in person, virtually, or via electronic measures comes down to several factors, including the company’s current employment model and employees’ job structure. Regardless, stay interviews are a powerful tool that shouldn’t be overlooked.  Maritza Riquelmy-Romero, VP of Human Resources at Richman Property Services, said her company has been conducting stay interviews for over three years.  “Once a recruit is on board, our goal is to [intentionally reconnect] between their 60- and 90-day mark,” said Riquelmy-Romer. “After that, the philosophy with stay interviews is to get feedback from associates at the six-month point and annually.” Employee surveys, particularly when combined with stay interviews, are another powerful tool for listening and learning because they provide employees a place to share unfiltered feedback. After all, some people will say things on a survey that they may not want to say directly to their manager. It’s a two-pronged approach that yields excellent results.  Increasing employee engagement starts by creating an environment where people feel like their opinions are valued and trust that management will take action. And with a robust survey program in place, you can effectively measure what is working (or not working) in your company.  The timely information gleaned from survey results gives leaders important feedback that leads to more fruitful stay interviews. When employees then see their leaders making changes, where appropriate, as a result of feedback shared, you build employee loyalty, improve productivity, and protect your bottom line.  Because turnover in the multifamily housing industry has always been high, stay interviews have helped Richman Property Service in four important ways: Becoming more proactive in understanding employee concerns.  Identifying potential areas of improvement. Addressing issues proactively to increase retention. Gain feedback that allows us to improve.  “We want to make sure we are asking the right questions so that when an associate does decide to leave Richman, we understand why,” adds Riquelmy-Romero. “Also, the feedback gives our regional managers the opportunity to take a pointed look at their communities and possibly provide feedback to the community manager.” Richman Property Services started with a performance management system that does evaluations and one-on-one meetings, but they added stay interviews to that platform. Create Comfort and No Fear of Retaliation Stacey Berk, Founder & Managing Consultant, Expand HR Consulting, Rockville, Md., tells the Society of Human Resource Management (SHRM) that most employees are eager to share their feedback and want to see positive changes in certain policies and protocols, greater flexibility with their schedule, and of course, compensation and benefits. “The key with stay interviews, regardless of how they are carried out, is for HR and managers to ensure that employees can share their thoughts comfortably without fear of retaliation.” Tips on Conducting Stay Interviews Managers can be trained to understand why employees stay and what might cause them to leave. One company provides its managers with materials on what is expected from the meetings and prompts them on talking points.  Some common stay interview questions include: What do you look forward to when you come to work each day? What do you like most or least about working here? What keeps you working here? If you could change something about your job, what would that be? What would make your job more satisfying? How do you like to be recognized? What talents are not being used in your current role? Managers can then use these starting points to go in and make the discussion their own. One trickle-down effect is even more frequent “How are you doing?” conversations among departments. Just remember, these meetings are not intended simply to get answers. Additionally, they shouldn’t just be about the manager, pay, or performance or involve training or coaching. Find out how Grace Hill's Employee Engagement Program for multifamily and CRE organizations. can help you capture ongoing, actionable feedback from your employees. Important notes: - Published on: 2024-02-01 08:00:01 - Category: Posts - [Stay Interviews Can Help Companies Raise Employee Attitudes and Retention Rates](https://gracehill.com/blog/stay-interviews-can-help-companies-raise-employee-attitudes-and-retention-rates/): HR departments find that “stay interviews” – those conducted with current employees to gauge the gratification they see in their positions – can be the perfect antidote to exit interviews. Given the surge in job-hopping, particularly post-pandemic, companies say that… ------------------------- # Employee Credentials Becoming More Valuable to Property Management Companies > With the continuing expansion of the market, property management companies are placing more importance on employee credentials. In a recent L.E.K. survey, 86% of property management execs rated employee credentials “very important.” The impact credentials like CAM for apartment managers… Full Content: With the continuing expansion of the market, property management companies are placing more importance on employee credentials. In a recent L.E.K. survey, 86% of property management execs rated employee credentials “very important.” The impact credentials like CAM for apartment managers and CALP for leasing professionals have on profitability through improved employee performance and career stability is becoming increasingly apparent. Reduced Turnover  Relative to other industries, property management has an extremely high turnover rate (as high as 19% for leasing agents). High turnover results in increased training and recruitment costs, as well as lost revenue due to inexperienced employees. Credentialing signals a commitment to the industry, which companies value. Credentialed employees tend to stay with the industry longer and perform better. Reduced Risk Increased regulatory scrutiny has made staff retention and competency more important than ever. Credentialed employees lower risk for property management companies both because of the increased knowledge that credentials training gives them and because of the increased experience of a longer average tenure. Competitive Advantage Companies that employ more credentialed employees have a better reputation in their market. As the director of training for a property management company with over 20,000 units told Grace Hill, “Having a lot of employees with credentials can get you an edge over competition. When you market your company, you can make that a selling point and improve your brand.” Grace Hill forecasts that the importance of credentialing will continue to grow with the market, making it a key factor in employee selection and company-provided training. Read about more industry trends and forecasts in our new Market Report: Growth and Complexity. Explore your credentialing options with Visto. Important notes: - Published on: 2024-01-22 06:55:23 - Category: Posts - [Employee Credentials Becoming More Valuable to Property Management Companies](https://gracehill.com/blog/employee-credentials/): With the continuing expansion of the market, property management companies are placing more importance on employee credentials. In a recent L.E.K. survey, 86% of property management execs rated employee credentials “very important.” The impact credentials like CAM for apartment managers… ------------------------- # Leveraging AI in Commercial and Multifamily Real Estate > A new generation of technology is coming to property management. Building engineers have increasingly implemented smart building technology to improve energy efficiency and sustainability. Now, the application of artificial intelligence (AI) stands to greatly enhance those efforts — and extend… Full Content: A new generation of technology is coming to property management. Building engineers have increasingly implemented smart building technology to improve energy efficiency and sustainability. Now, the application of artificial intelligence (AI) stands to greatly enhance those efforts — and extend the technology to other aspects of property operations. The timing is opportune. As we summarized in this e-book, property market conditions are expected to be more challenging in the coming years, according to a leading commercial real estate (CRE) industry report. With less favorable financial market conditions, CRE investors will need to focus more on property operations to generate returns. The Next Generation of Smart Building Systems  Computerized building systems have existed for decades in various forms, but intelligent building technology only became feasible in the last 20 years with the greater availability of broadband internet and the emergence of the Internet of Things (IoT). Now, IoT allows building system components to be connected online, making it easier to compile and analyze system operation data and ultimately optimize performance.  AI is making that possible in several ways. One promising area is predictive maintenance — using AI to mine building system data to predict potential problems. Companies are using AI-enabled analytics to predict which building components might fail. With this knowledge, building engineers can avert emergencies by scheduling preventive maintenance before the system component breaks. This approach not only reduces downtime but also saves money. Soaring energy costs and rising stakeholder demands to expand corporate sustainability efforts create a greater urgency to adopt even smarter building systems. AI can enable companies to meet this demand with energy optimization initiatives. Energy management systems (EMS) are getting smarter and better, using machine learning to analyze HVAC, lighting, and other energy systems data to identify and implement energy-saving measures. Specifically, AI can incorporate weather predictions to tweak building system settings or automatically turn off lights when it determines they are not being used. Numerous case studies demonstrate energy consumption reductions of over 10% or more through AI-powered energy management systems. Another especially promising area is occupancy management. AI systems use sensors to track when and how different building areas are used. These sensors include cell phones, radar, ultrasound, and infrared to count people and track their movements accurately but anonymously. This data can be used to optimize space utilization, raise energy efficiency, and improve overall building management. For example, managers can identify unused areas of a building and turn off lights, heating, and cooling in those areas, saving energy and money. Moreover, by tracking occupancy levels, managers can make better decisions about how to allocate space or free it for new purposes. Occupancy sensors can also be deployed to enhance security, such as learning to detect suspicious behavior or optimizing security patrols. Technology Should Enhance — Not Replace — Tenant Engagement Property managers may find AI-powered systems particularly appealing as they can automate a wide variety of routine functions, freeing up staff to focus on more strategic tasks and personal interactions. As AI takes over the mundane, property managers will have the opportunity to optimize operations, enhance efficiency, and elevate the overall tenant experience. In a previous blog, Grace Hill discussed how apartment managers could use ChatGPT — one of the most widely-known AI apps — to improve or streamline basic property management functions such as customer service, marketing, and drafting simple documents like leases. Still, caution is advised at this early date, especially for functions dealing directly with tenants or other members of the public. General AI systems such as Bard and ChatGPT frequently give out incorrect or offensive information. Any system must be carefully trained and thoroughly vetted before being deployed and interacting with real people.  AI has the potential to revolutionize how buildings are designed, operated, and maintained, but it is not yet able to replace the “human touch.” The most successful organizations will leverage technology as a tool, while not allowing it to undermine personal service. Studies show a direct correlation between tenant satisfaction and lease renewals. In fact, tenants with a high overall satisfaction level with property management are 3.6 times more likely to renew as compared to dissatisfied tenants.1 Furthermore, tenants who rate overall satisfaction 1 point higher show future overall vacancy decrease by 6.7%.2   These compelling stats beg the question: How will CRE organizations know if they have the right balance of technology and service? Relying too heavily on AI or other impersonal technology solutions could put overall tenant satisfaction at risk, while not investing in potential operational efficiencies can impact the bottom line. The best solution is to keep your finger on the pulse of your tenants’ satisfaction levels with ongoing communication and unbiased surveys.  With vacancies increasing and tenant needs evolving, it’s even more important to understand what your tenants really want. Surveys offer essential insight into tenant sentiment, especially when occupancies are low, so you can determine the right balance of property, technology, and staff investments that will lead to increased tenant satisfaction and renewals.  See how Grace Hill's industry-leading survey tools can help drive tenant satisfaction to optimize your operations and elevate your property.   Footnotes: Grace Hill, KingsleySurveys, November 2023 Infographic Tenant Satisfaction Important notes: - Published on: 2023-12-11 00:00:46 - Category: Posts - [Leveraging AI in Commercial and Multifamily Real Estate](https://gracehill.com/blog/leveraging-ai-in-commercial-and-multifamily-real-estate/): A new generation of technology is coming to property management. Building engineers have increasingly implemented smart building technology to improve energy efficiency and sustainability. Now, the application of artificial intelligence (AI) stands to greatly enhance those efforts — and extend… ------------------------- # Have Your Employees Had Enough? The Top 5 Signs Of Change Burnout And How To Overcome Them > Change is inevitable, especially in the fast-paced world of multifamily real estate. However, as companies eagerly embrace transformative initiatives, a significant challenge emerges — change burnout. With constant shifts in market dynamics, technology, and customer expectations, this phenomenon is a growing concern… Full Content: Change is inevitable, especially in the fast-paced world of multifamily real estate. However, as companies eagerly embrace transformative initiatives, a significant challenge emerges — change burnout. With constant shifts in market dynamics, technology, and customer expectations, this phenomenon is a growing concern in the industry, and it can have profound consequences on the performance and well-being of teams.  This blog explores the topic of change burnout to better understand its far-reaching impact. From the lens of leadership, we examine the crucial role management plays in preventing change burnout, from detecting its subtle signs within your talent pool to equipping you with practical strategies to cultivate a change-resilient workforce.  Jump to a Section What Is Change Burnout? The Impact of Change Burnout on Multifamily Real Estate Companies The Role of Leadership in Preventing Change Burnout How To Recognize Change Burnout in Your Talent Top 5 Indicators of Change Burnout How To Create and Promote a Change-Resilient Workforce Overcoming Change Burnout What Is Change Burnout? According to the NeuroLeadership Institute, “Change fatigue [or burnout] is the sense of frustration, apathy, and resistance that can arise among employees subjected to frequent, ongoing changes in organizational structures and processes.” In his article “New Outlook On Burnout For 2023: Limitations On What Managers Can Do,” Bryan Robinson, Ph.D. shares the following: A recent survey from Slack found that burnout is on the rise globally, most significantly in the U.S., where 43% of middle managers reported burnout—more than any other worker group.  The World Health Organization (WHO) officially classified burnout as a medical diagnosis…a syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed…diagnosed by four symptoms: 1) Feelings of energy depletion, exhaustion and fatigue, 2) Increased mental distance from your job, 3) Feelings of negativism or cynicism related to your job, [and] 4) Reduced professional efficacy. In the multifamily real estate sector, where adaptation to market trends is vital, employees can be overwhelmed by the constant need to adjust to new technologies, regulations, and customer demands. This burnout can lead to reduced productivity and increased turnover, negatively impacting the overall work environment. Change burnout can happen for various reasons, including constant and overlapping organizational changes. But according to Caitlin Harper of Commcoterie, an organizational change consultancy, “It can also happen when changes significantly impact employees, but that impact isn’t adequately recognized by leadership, when there is a lack of trust at the organization, or when change happens, but employees don’t see results or outputs from their inputs."* The Impact of Change Burnout on Multifamily Real Estate Companies Change burnout can have far-reaching consequences for multifamily real estate companies, particularly while trying to navigate dynamic market conditions and evolving industry trends. The constant need to adapt to new strategies can lead to change fatigue among employees, affecting their morale, productivity, and overall well-being.  In a multifamily setting, where collaboration and effective teamwork are crucial, burnout can undermine the team’s cohesiveness and hinder the company's ability to respond proactively to market demands. Industry leaders are adapting to advancements in property technology and sustainability requirements while simultaneously balancing financial pressures and legislative regulations with growing resident needs and expectations.  Sometimes caught in the middle are employees. If employees are overwhelmed by continuous changes without adequate support or recognition, they may become resistant to embracing new ideas and technologies. Not only can this resistance hinder the company's ability to stay competitive, but it also can lead to decreased employee morale and engagement.  Dissatisfied and disengaged employees lead to increased employee turnover. High employee turnover typically causes a decline in the quality of customer service, which then ultimately triggers a decrease in resident satisfaction and renewals. Without intervention, the downward spiral can create organizational shockwaves and a cascading effect that can devastate your ROI. To mitigate the impact of change burnout, multifamily real estate owners and operators should prioritize effective communication, provide comprehensive training, and foster a culture that values adaptability and resilience among their teams. The Role of Leadership in Preventing Change Burnout Leadership plays a crucial role in mitigating change burnout. A key responsibility of leaders is to establish clear and realistic expectations regarding organizational changes. Proactive and empathetic leaders can create a positive work culture that embraces change while providing the necessary support for employees to adapt.  Transparent communication is the first step in preventing change burnout and can help manage employee expectations and reduce uncertainty, a major contributor to burnout.  To help navigate significant change, leaders should be prepared to share the following The reasons for change. The expected benefits. The expected outcomes. The resources available to help your teams navigate these changes. The anticipated timeline. Leaders should establish a collaborative and supportive work environment where employees feel heard and valued. This involves encouraging open dialogue, actively seeking feedback, addressing concerns, and acknowledging the efforts of individuals and teams during periods of change. Providing robust and comprehensive training, access to current information, and the tools to navigate new processes helps create a culture of empathy that can go a long way in preventing burnout.  Grace Hill’s industry-specific training content helps empower teams and retain top talent. In addition, our customizable, easy-to-use policy management system gives leaders a central hub of information to promote transparent communication. How To Recognize Change Burnout in Your Talent Recognizing change burnout in your talent is crucial for sustaining a healthy and productive work environment. EWF International, a company focusing on transformational leadership, highlights several symptoms of employee fatigue related to constant change in the workplace. The top five from their research are listed below: Top 5 Indicators of Change Burnout Noise: Persistent complaints about the new changes Are team members displaying signs of frustration, cynicism, or negativity during team interactions? Have there been instances of resistance to change accompanied by skepticism or negative comments?  Apathy: Noticeable lack of interest, dwindling enthusiasm, or little concern Have team members shown a declining enthusiasm and eagerness to take on new challenges or participate in change-related initiatives? Is there a noticeable decrease in the quality of work, as demonstrated by more errors, mistakes, or compromised attention to detail? Have key performance indicators or productivity metrics shown a downward trend?  Burnout: Workers are visibly exhausted, mentally and/or physically Have team members reported feelings of anxiety, burnout, or mental fatigue? Is there a noticeable increase in absenteeism or frequent requests for sick leave? Have there been patterns of extended breaks or unexplained absences? Stress: Increasingly irritable and anxious Are there observable signs of stress, such as fatigue or exhaustion? Have there been instances of isolation or disengagement where individuals withdraw from team activities, meetings, or social interactions? Resistance: Continually pushing back on change Are team members showing a decreased willingness to take initiative or contribute ideas? Have there been instances of passivity or a “just doing the bare minimum” attitude? Are they expressing a desire for stability and resistance to further disruptions? When team members communicate less openly and effectively, increased misunderstandings or conflicts are likely to follow. Regularly monitoring these indicators and conducting open conversations with your team can help you proactively identify and address change burnout, fostering a healthier and more resilient work environment. How To Create and Promote a Change-Resilient Workforce Creating and promoting a change-resilient workforce is essential for organizations navigating today's dynamic multifamily landscape. It requires a multifaceted approach with ongoing training and resources that help employees acquire the necessary skills for their evolving roles. Where talent thrives and burnout is low, you often find organizations that: Foster a culture of open communication, encouraging transparent dialogue that allows employees to express concerns, share feedback, and feel heard throughout the change process.  Provide clear communication about the strategy behind the changes and the anticipated benefits to help employees understand the context of business decisions, increasing the chances they will adapt.  Invest in comprehensive training programs to equip employees with the skills and knowledge necessary to navigate the evolving work environment.  Recognize and celebrate small victories along the way to boost morale and maintain a positive atmosphere.  Effective leaders should model adaptability, resilience, and a positive attitude, setting the tone for their teams to navigate change successfully. Implementing change gradually and involving employees in decision-making can also increase their sense of ownership and commitment to the changes. Continuously assess and learn from each change initiative, refining strategies based on feedback and outcomes to build an organization that not only endures change but thrives in the face of it. Overcoming Change Burnout The path to success begins with informed leadership and a workforce ready to navigate change effectively. Overlooking change burnout in the multifamily real estate industry can have far-reaching negative consequences but can be mitigated with effective leadership and a proactive approach.  By recognizing the signs of change burnout, addressing the root causes, and actively promoting a culture of resilience, companies can create an environment where employees thrive in the face of evolving industry trends and market dynamics. Don't let change burnout hinder your company's growth and employee satisfaction. Partner with Grace Hill to empower your leaders, train your teams, and transform your organization into a thriving multifamily industry leader. * ”Combating Change Fatigue: Signs, Symptoms, and Coping Strategies From Experienced Change Facilitators” Important notes: - Published on: 2023-12-04 11:24:53 - Category: Posts - [Have Your Employees Had Enough? The Top 5 Signs Of Change Burnout And How To Overcome Them](https://gracehill.com/blog/change-burnout-in-multifamily/): Change is inevitable, especially in the fast-paced world of multifamily real estate. However, as companies eagerly embrace transformative initiatives, a significant challenge emerges — change burnout. With constant shifts in market dynamics, technology, and customer expectations, this phenomenon is a growing concern… ------------------------- # Raising Employee Engagement To Maximize Employee Retention > In "Increasing Tenant Satisfaction – and ROI – Through Superior Service Delivery", I explained that “the key to keeping buildings leased is to make sure tenants are happy.” The reason is intuitive and now has been proven quantitatively: Satisfied tenants… Full Content: In "Increasing Tenant Satisfaction – and ROI – Through Superior Service Delivery", I explained that “the key to keeping buildings leased is to make sure tenants are happy.” The reason is intuitive and now has been proven quantitatively: Satisfied tenants are more likely to renew their leases. They are also more likely to recommend the building to their colleagues and thus attract new tenants through word of mouth. A similar principle is true for attracting and retaining employees. One might say that the key to staying fully staffed is ensuring that employees are engaged. Studies show that employees are more likely to stay with companies where they feel valued and are satisfied with their work environment. A Glassdoor study found that turnover rates are half as high in companies with high employee satisfaction ratings than in companies with low employee satisfaction ratings. In addition, these firms can more easily attract desired candidates.  Further, workplace analyses conducted by Gallup demonstrate that “engaged employees produce better business outcomes than other employees do,” and this trend holds across different industries, company sizes, and nations across the globe. Paramount among these business outcomes, engaged workers tend to be more productive and generate greater sales — and have lower rates of absenteeism. That means they not only show up more but also produce more while at work. Engaged workers also have significantly lower turnover rates, reducing recruitment and training costs — and enabling firms to hold onto valued employees. It all adds up to greater profits. In summary, firms with happier, more engaged workers find it easier to retain their workers while boosting their productivity. The Connection Between Work Satisfaction and Productivity Why might happier workers be more productive? Employees who are satisfied with their work and workplace typically work harder. They are more motivated to do their job well. They are also generally more engaged, which means they often are more creative and innovative, finding new approaches to attracting customers, completing projects, or reducing costs. Finally, their lower turnover rates translate into greater on-the-job experience. What’s the key to increasing employee satisfaction? It’s never just one thing, of course. Still, worker happiness generally depends on the firm’s corporate culture: fostering a positive work environment, promoting a reasonable work-life balance, offering competitive salaries and benefits, and recognizing and rewarding good work. Improving Building Quality Also Can Raise Productivity There are other essential steps that firms can take as well. One increasingly critical factor — improving workplace quality — is the same way building owners can improve leasing and tenant retention.  For firms, this means selecting the best-quality space within their budget, demonstrating to employees the company cares about their health and safety. That includes improving the indoor air quality with premium air filtration systems generally found in the newest buildings. Access to abundant natural light and improving ergonomics are also important. As tenants move to more sustainable buildings, many studies have demonstrated that workers in green buildings are more productive, which also correlates with greater employee retention. Additionally, studies have found that workers in green buildings are more creative and miss fewer work days than workers in conventional buildings. After more than three years of experience with hybrid work arrangements, employees need even more incentives to commute into their workplace. Thus, firms must provide space to make them more productive than they are working at home. The specifics will differ among firms and industries, but increasingly, this means providing an appropriate balance between private, quiet work areas and more open spaces conducive to collaboration. Amenities in many firms no longer match the extravagant levels offered prior to the pandemic. However, workers still expect some measure of amenities to match what they have at home, such as a break room or cafeteria and a fitness area. Employee Satisfaction Surveys To Promote Employee Engagement Finally, firms can use employee engagement surveys to help increase satisfaction. These surveys, such as those offered by KingsleySurveys, can provide firms with invaluable, unbiased feedback from their staff. In this way, firms prioritize improvements that matter most to employees.  Plus, the very process of conducting surveys helps engage workers, demonstrating that their input is valued. This engagement can raise employee satisfaction rates by giving employees a voice and showing that their feedback is appreciated. Employees who believe their concerns are important are more likely to be satisfied with their jobs. In turn, this satisfaction can help firms retain workers. To be clear, conducting surveys does not automatically translate into higher employee engagement. or retention. Rather, it provides the essential information that can help organizations understand where they can improve. Firms should be transparent about the survey results and take steps to address any concerns raised. Still, regular employee engagement surveys, combined with other constructive measures, can help create a more positive work environment that builds worker satisfaction and increases retention rates. If your company is struggling with employee engagement or seeking to improve retention, ask how Grace Hill’s new comprehensive employee engagement program can help.  Important notes: - Published on: 2023-11-07 13:23:42 - Category: Posts - [Raising Employee Engagement To Maximize Employee Retention](https://gracehill.com/raising-employee-engagement-to-maximize-employee-retention/): In "Increasing Tenant Satisfaction – and ROI – Through Superior Service Delivery", I explained that “the key to keeping buildings leased is to make sure tenants are happy.” The reason is intuitive and now has been proven quantitatively: Satisfied tenants… ------------------------- # The Power of Competitive Mystery Shops in Multifamily > Proven and effective, competitive mystery shops help you surpass the competition, boost your bottom line, and increase resident satisfaction. In the fiercely competitive world of multifamily apartment management, staying ahead of the curve is essential, hinging not only on providing… Full Content: Proven and effective, competitive mystery shops help you surpass the competition, boost your bottom line, and increase resident satisfaction. In the fiercely competitive world of multifamily apartment management, staying ahead of the curve is essential, hinging not only on providing well-maintained properties and exceptional amenities but also on understanding and surpassing the expectations of potential renters.  One powerful tool that's gaining prominence in the industry is competitive mystery shopping. Incorporating competitive mystery shops into your company's toolkit can be a game-changer. This innovative approach allows you to see your business through the eyes of your prospects and identify areas for improvement that might otherwise go unnoticed. While the insight is invaluable, it’s often an underutilized strategy. In this blog, we will explore four compelling reasons why multifamily companies should incorporate competitive mystery shops into their plans. What Is Competitive Mystery Shopping Competitive mystery shopping involves discreetly evaluating the performance of your competitors, but it also allows you to compare your customer experience to that of your competitors. With competitive mystery shopping, you gain valuable insights into competitors’ strengths and weaknesses, which enables you to fine-tune your strategies for attracting and retaining residents. According to the Mystery Shopping Professionals Association (MSPA), it is the “most cost-effective and accurate way to evaluate how your prices and services stack up against the competition.” The 4 Benefits of Competitive Mystery Shopping 1. Stay Ahead of the Competition In the dynamic multifamily housing sector, knowing your competitors is essential. Competitive mystery shopping provides a unique perspective by analyzing the competition through the eyes of a prospective resident. By identifying areas where your competitors excel, you gain a competitive edge. You can pinpoint what sets them apart and apply those lessons to your own properties. Whether it's exceptional customer service, innovative amenities, or unbeatable pricing, these insights help you stay ahead of the competition and strategically improve your offerings. 2. Improve the Customer Experience The customer experience is a critical factor in the success of a multifamily community. Competitive mystery shopping scrutinizes how competitors' leasing agents interact with potential residents, how quickly they respond to inquiries, and their properties’ overall appearance and maintenance. Armed with these insights, you can adjust your customer service strategies accordingly. Enhancing your leasing agents' communication skills, streamlining response times, and maintaining pristine property appearances all contribute to an improved customer experience. Making essential modifications where needed can lead to higher occupancy rates and increased resident satisfaction. 3. Increase Resident Satisfaction Happy residents are more likely to stay longer, renew leases, and refer friends and family to your properties. By leveraging competitive mystery shopping to enhance the customer experience, you can significantly boost resident satisfaction. A seamless leasing process, responsive maintenance services, and a welcoming community atmosphere make residents feel valued and content. As a result, you'll see longer lease terms, reduced vacancy rates, and a surge in positive word-of-mouth referrals. 4. Boost Leasing Success The leasing process is a pivotal point in multifamily property management. Competitive mystery shopping evaluates this process objectively by identifying areas where your leasing agents excel and where they may need improvement. By identifying gaps in the process, you can provide your team with targeted training and development opportunities. This approach ensures your leasing agents are well-prepared to handle inquiries, showcase the property's advantages, and close deals effectively. Ultimately, this translates into higher leasing success rates, increased revenue, and stronger financial performance. Competitive Mystery Shopping: An Important Tool in Your Toolbelt In the fast-paced world of multifamily apartment management, staying competitive is non-negotiable. Competitive mystery shopping offers multifamily property managers a strategic advantage by revealing valuable insights about the competition, improving the customer experience, increasing resident satisfaction, and boosting leasing success. By incorporating competitive mystery shops, multifamily property owners don't just keep pace with the competition; they surpass it! It's a proactive approach that not only benefits the bottom line but also enhances the lives of residents and fosters a healthy community.  So, if you're looking for that extra edge in the multifamily housing market, don't overlook the power of competitive mystery shopping — it can be the key to unlocking your company's future success.  And with its proven effectiveness, what are you waiting for? With Grace Hill’s Annual & Save program, incorporating competitive mystery shopping is a snap because you have the power to choose a solution with competitive mystery shopping built in!  Contact Grace Hill today and talk to our multifamily experts about getting started with competitive shops. Important notes: - Published on: 2023-10-23 12:27:00 - Category: Posts - [The Power of Competitive Mystery Shops in Multifamily](https://gracehill.com/power-of-competitive-mystery-shops-in-multifamily/): Proven and effective, competitive mystery shops help you surpass the competition, boost your bottom line, and increase resident satisfaction. In the fiercely competitive world of multifamily apartment management, staying ahead of the curve is essential, hinging not only on providing… ------------------------- # Prevention, Awareness, and Consistency > Kris Vaughn’s Journey With Breast Cancer October is here, and my mind is filled with the memories of my recent journey with breast cancer. It has been exactly one year since I received the news that no one wants to… Full Content: Kris Vaughn’s Journey With Breast Cancer October is here, and my mind is filled with the memories of my recent journey with breast cancer. It has been exactly one year since I received the news that no one wants to hear. I can still remember that day, faced with the realization that my life was taking a turn, and although I was able to lean heavily into my faith, I still understood that I had to act. The journey started with a routine mammogram, something I had been doing annually. However, this time, the radiologist noticed an abnormality. It wasn’t initially cause for alarm, but they said we need to watch it. So, in 2021, I began going every six months for routine checkups so the doctors could monitor my scans for any changes or signs of growth. One year later, they noticed a change. And once they did, I was scheduled for a biopsy, ultimately delivering that life-changing news: You have cancer. Time To Act When my radiologist called the next day, I learned that I had ductal carcinoma in situ (DCIS). This type of cancer is not gene-related, which is good news for my daughter. However, the doctor did explain that although DCIS is an early form of cancer — considered Stage 0 — it is aggressive. I remember how I felt that day — torn between good and bad news. The path forward involved a double mastectomy, but I was relieved it was only Stage 0 and equally thankful we could act quickly, even though that’s not what I initially wanted to do. Because of DCIS’ aggressive nature, the doctors encouraged me not to postpone surgery. So, I saw a surgeon on Tuesday, and we scheduled surgery that Friday; even the doctor seemed a bit surprised he had the availability! During my initial consultation with the surgeon, another decision I had to make was whether or not to undergo breast reconstruction. There is tremendous pressure to have reconstructive surgery following a mastectomy, but that wasn’t a path I wanted to pursue. For me, the decision not to have it was an easy one, and I knew my recovery would be faster without it. My husband Trent also supported me in that decision, which was a tremendous blessing. Timing Is Everything They say timing is everything, which was definitely the case here. Only ten days passed from when I discovered I had cancer until the surgery. It was over before I even had time to process it all. When I was diagnosed with breast cancer, I wanted to postpone taking immediate action because I was busy preparing for an upcoming special event — my daughter’s wedding. The thought of having surgery and dealing with recovery just two months before her New Year’s Eve wedding wasn’t ideal. But once I understood the need for action, I felt peace that whatever the outcome, I would be alright. There were many emotions in all of this, but fear wasn’t one of them. I’m a Survivor, but It’s Complicated One year later, I am grateful to be cancer-free. My cancer journey wasn’t like what some others face. In comparison, it seemed "easy." And because of that, I sometimes have feelings of guilt. I often find it difficult to relate to the term “cancer survivor” because my experience with it was brief. I have much to be thankful for — the cancer had not moved into my lymph nodes, and unlike many others, I didn’t require additional chemotherapy or radiation treatments. My doctor confirmed that I am "surgically cured," and that’s a title I’m happy to take! Encouraging Words While no one wants to face a cancer diagnosis, I was so grateful for the help, support, and kind words of the friends and family that rallied around me, including Kendall Pretzer, Grace Hill’s CEO. After my diagnosis, she reached out with words of wisdom and encouragement from her own breast cancer journey, and she shared a list of suggested items that would help with recovery. It was incredibly beneficial, and I felt extremely grateful for her help. My advice is not to let life get in the way. You will always be busy. In my case, I was helping my daughter plan a wedding. If I had put off my six-month follow-ups, it could have made a difference in my prognosis and recovery. For those reading, I hope the takeaway is this: Go to your appointments and be consistent with preventative checkups. It matters. As I reflect on this last year, I am proof that early detection saves lives. It’s something I cannot stress enough. Had I let life get in the way, the doctors may not have caught the cancer in time. About The Author Kris Vaughn has been a key member of the Policy team for 12 years and currently serves as an Implementation Specialist for Grace Hill. Kris is a natural encourager and looks for ways to bring smiles and laughter to the people and situations around her.  A proud Midwesterner, Kris was raised in Iowa, where she received her degree in business management from Central College in Pella, Iowa. However, she and her husband, Trent, have called Texas home for over 22 years! Outside of work, she enjoys supporting her college alma mater, traveling, and spending time with her adult children.  Important notes: - Published on: 2023-10-09 17:13:14 - Category: Posts - [Prevention, Awareness, and Consistency](https://gracehill.com/blog/kris-vaughn-journey-with-breast-cancer/): Kris Vaughn’s Journey With Breast Cancer October is here, and my mind is filled with the memories of my recent journey with breast cancer. It has been exactly one year since I received the news that no one wants to… ------------------------- # The Impact of Artificial Intelligence (AI) on the Customer Experience in Multifamily > The entire world is buzzing about Artificial Intelligence (AI), and no industry more so than multifamily. When we talk about AI, we often include machine learning (ML) as well. ML is a collection of computer algorithms designed to initially perform… Full Content: The entire world is buzzing about Artificial Intelligence (AI), and no industry more so than multifamily. When we talk about AI, we often include machine learning (ML) as well. ML is a collection of computer algorithms designed to initially perform a task and then become increasingly better at that task as it is repeated. Meaning life is indeed imitating art, as AI technology can adapt (and hopefully improve) over time based solely on its interactions.  AI can also be improved with assisted supervision from your team based on opportunities you discover from monitoring the process and results, much like we monitor the effectiveness of human interactions through the leasing process with solutions such as mystery shopping and prospect surveys. Jump to a Section The Use and Impact of AI in Multifamily Today Potential Drawbacks of AI In Multifamily Building Rapport and Connection Remain Vital The Use and Impact of AI in Multifamily Today In apartment leasing today, AI is most frequently equated to chatbot technology. Chatbots are designed to answer frequently asked questions, schedule tour appointments (both virtual and in-person), and collect vital information about prospective residents for lead follow-up.  Chatbots are becoming quite popular, credited with revolutionizing how our teams interact with prospects and customers. One of the main benefits of chatbots is their availability 24/7, simulating human-like chat, text, and even voice communication, to handle customer inquiries and provide support anytime, generally reducing the need for human intervention. But as much as we rely on AI to help automate and streamline various repetitive tasks and processes in the multifamily industry, chatbots have their limitations. Despite being equipped to provide a faster response, they can struggle with understanding some questions, especially those that are not part of their predefined script.  And, sometimes, your prospect simply prefers speaking to a human. Renting an apartment — finding your new, perfect home — is a personal and sensitive experience. Thus, striking the right balance between automation and human interaction remains a challenge. Forbes reported in one recent article that AI tools cannot replace human and emotional support, and our use of these tools must supplement, rather than replace, the role of human interaction to create a well-rounded experience. With emotion being one of the highest decision-making drivers, we cannot rely wholly on AI to achieve an optimal customer experience.  Today’s AI still lacks components such as originality and has a limited ability to understand context. AI capabilities must be under constant and continued development to continue serving the multifamily industry. And as its consumers, we must endeavor to measure results and help shape the benefits we expect from this technology.  AI lead nurturing offers convenience and efficiency not just to prospective residents but also to our leasing teams. However, let’s say your AI tool is programmed to automate sending follow-up emails. We cannot assume this is happening, let alone on a defined timeframe.  As we’re all too aware, technology can assist us and fail us. For example: Are the follow-ups logged in our CRM actually making it to the prospect?  Are inquiries and responses from prospects being received and properly relayed to our team when human intervention is needed?  Are renewal notices queuing at the proper time with relevant and accurate information? Potential Drawbacks of AI in Multifamily While our eyes are focused on AI’s promised benefits, including monetary, human resource, and time savings, we must also consider potential drawbacks and ensure we plan appropriately before rushing into an ill-prepared launch. Here are a few things to consider with respect to using AI in property management: AI usage and privacy protections are unregulated, requiring us to vet providers more closely and measure outcomes against our own expectations and ethics. AI relies on human programming, which can be poorly designed/trained and include unintended biases of the programmer. AI can potentially decrease human engagement, closely followed by diminished empathy, social skills, and connections. AI can contribute to human skills shortage and greater dependence on technology (i.e., a decrease in critical thinking and problem-solving skills). AI may face resistance from prospects and residents who don’t readily embrace new technologies. Building Rapport and Connection Remain Vital You may also discover opposition from teams when AI technology is incorporated into your processes. As such, it is important to solicit feedback, embrace questions and concerns, and communicate that AI will never serve as a total replacement for human workers. You could describe it more as a way to enhance, multiply even, employees’ ability to provide excellent customer service. In fact, for the foreseeable future, we will still need human interaction for situations too complex or subtle to be carried out by AI.  Human interaction, as an example, is vital to building rapport, empathizing with prospect/resident concerns, and addressing sensitive issues that require intuition and emotional intelligence. Humans are better equipped to handle discussions related to negotiables like lease terms and other exceptions and can address conflicts and navigate a broad range of issues. Renters remain skeptical of AI in the wake of continued cybersecurity incidents. Being asked to provide personally identifiable information (PII) via chat, fill out rental applications before being able to take an apartment tour, and more all raise legitimate concerns. How much is too much, and at what point will it cause your prospect to move on to another rental solution? Harvard Business Review reports, “human conversation remains the primary way people make complex purchases or emotional decisions.” When an AI chatbot fails to understand the underlying emotion of a customer’s response, the reply may come across as insensitive. “Robotic” interactions can lead to frustration and anger, resulting in loss of the customer. No business wants that. Because the advantages of AI are considered greater than the disadvantages, businesses are quickly acting on this school of thought. According to RT Insights, 50% of businesses aim to spend more on AI this year. According to a survey by Gartner, business use of AI has grown 270% over the past four years.  AI technology is not a future trend. It is the here and now. However, we must weigh the pros and cons and make ongoing informed decisions. Bear in mind the discussion surrounding AI is not “to use or not to use” but rather how to develop a plan that enhances the experience for your customer.  The best solution is most often the one that gives the customer options. After all, success is largely due to meeting customers where they are.  Customers are constantly seeking smoother and more satisfying customer experiences. Alongside the product’s value, customer experience remains a key differentiator in who we want to do business with.  Recognizing that customers’ lives are increasingly evolving to a digital environment, our job is to find the best ways of providing self-service options, whether through AI or other means, while maintaining personal and authentic connections to build an even better customer journey. Curious to read more about how multifamily apartment managers use AI in their daily work routines? Read our blog post, “ChatGPT in Multifamily: What Property Managers Should Know,” to learn more about the benefits and risks of adopting this new technology for your onsite teams! Authored by: Lisa Ford, Director Mystery Shopping Services at Grace Hill Important notes: - Published on: 2023-09-26 16:19:52 - Category: Posts - [The Impact of Artificial Intelligence (AI) on the Customer Experience in Multifamily](https://gracehill.com/blog/impact-artificial-intelligence-on-customer-experience-in-multifamily/): The entire world is buzzing about Artificial Intelligence (AI), and no industry more so than multifamily. When we talk about AI, we often include machine learning (ML) as well. ML is a collection of computer algorithms designed to initially perform… ------------------------- # Eliminating Multifamily Discrimination: Tips for Inclusive Living > Familial discrimination refers to the unjust treatment or exclusion of individuals or families based on their familial status, such as having children or being pregnant. This form of discrimination violates the Fair Housing Act (FHA), which prohibits discrimination based on… Full Content: Familial discrimination refers to the unjust treatment or exclusion of individuals or families based on their familial status, such as having children or being pregnant. This form of discrimination violates the Fair Housing Act (FHA), which prohibits discrimination based on familial status, among other protected characteristics. Understanding Familial Discrimination in Multifamily Properties Inclusivity is a fundamental principle that should be upheld in every multifamily property. Unfortunately, familial discrimination remains a pervasive issue in our society. It is crucial to understand the various forms of discrimination that can occur within multifamily properties to effectively address and prevent them. Discrimination of this type can manifest in various ways, including refusing to rent to families with children, enforcing rules that disproportionately affect families, or even denying access to common areas or amenities. These actions undermine the principles of inclusivity and equal opportunity that every multifamily property should strive to uphold. As an example, imagine a family seeking to rent an apartment in a multifamily property, only to be told that the property has a "no children" policy. This kind of exclusionary policy denies families the opportunity to secure housing and perpetuates a culture of discrimination. Similarly, families may encounter restrictions on their ability to use common spaces or face disproportionate penalties for noise complaints solely based on the presence of children. Legal Considerations for Property Owners and Managers As a property owner or manager, it is crucial to thoroughly understand the legal considerations surrounding familial discrimination in multifamily properties. Familiarizing yourself with the relevant laws and regulations will not only protect you from potential legal issues but also help create a safe and inclusive environment for all residents. One of the primary federal laws that addresses familial discrimination in multifamily housing is the Fair Housing Act. Under the FHA, it is illegal to refuse to rent or sell housing, impose different terms or conditions, or provide unequal access to amenities based on familial status. Familiarize yourself with the specific provisions of the FHA to ensure compliance. Additionally, many states and local jurisdictions have their own Fair Housing laws that may offer additional protections or requirements. It is crucial to be aware of these laws and stay current with any changes or updates. Engaging the services of legal experts who specialize in Fair Housing can provide invaluable guidance and ensure compliance with all applicable laws. Strategies for Preventing Familial Discrimination First and foremost, it is essential to develop comprehensive policies and procedures that explicitly prohibit familial discrimination. Clearly outline the expectations of fair and equal treatment for all residents, regardless of their familial status. Train your staff on these policies and provide them with the tools and knowledge they need to recognize and prevent discrimination. Additionally, fostering a culture of inclusivity starts with education and awareness. Educate your employees on their rights and responsibilities under Fair Housing laws, emphasizing the importance of treating all residents with respect and dignity. Provide resources and information on Fair Housing regulations and encourage open dialogue about discrimination issues. Another strategy is to regularly assess and update your property's rules and regulations to ensure they do not disproportionately impact families. Consider whether certain policies, such as noise restrictions or curfews, are reasonable and necessary. Avoid singling out families with children and aim to create rules that apply equitably to all residents. Lastly, creating a welcoming and inclusive community requires active engagement and participation from property owners and managers. Foster relationships with residents and encourage open lines of communication. By addressing concerns and complaints promptly and effectively, you can maintain a positive living environment that promotes fairness and equality. Need help educating your team on Fair Housing? Check out our courses and talk to our experts today! Important notes: - Published on: 2023-09-19 22:57:15 - Category: Posts - [Eliminating Multifamily Discrimination: Tips for Inclusive Living](https://gracehill.com/blog/avoid-familial-discrimination/): Familial discrimination refers to the unjust treatment or exclusion of individuals or families based on their familial status, such as having children or being pregnant. This form of discrimination violates the Fair Housing Act (FHA), which prohibits discrimination based on… ------------------------- # How to Overcome Maintenance Challenges Amid Skilled Labor Shortages > A Q&A With Traveling Facilities Operations Specialist: Erica Counts   Sometimes, life comes full circle and reminds you how small the world can be. While traveling to an industry event recently, I had a nostalgic encounter when I ran into… Full Content: A Q&A With Traveling Facilities Operations Specialist: Erica Counts   Sometimes, life comes full circle and reminds you how small the world can be. While traveling to an industry event recently, I had a nostalgic encounter when I ran into an old friend from high school. Twenty years after graduation, Erica Counts and I were surprised and happy to find life had drawn us to the same industry and that we were traveling on the same flight!  After catching up on our personal lives, I was interested to learn that Erica is a traveling maintenance professional working for Campus Life and Style Apartments, and she travels all across the country with her tools in tow!  As part of a centralized maintenance solution, Erica is part of a corporate team that regularly visits onsite staff to oversee project management, train on new skills and processes, and relieve workload pressures. So, I had to know: What does it take to be a maintenance professional in today’s centralized services environment amid a prolonged skilled worker shortage?  To help answer my questions, I sat down with Erica, Facilities Operations Specialist, to get her perspective on what it’s like to be a traveling maintenance professional and how she overcomes industry-wide challenges like labor shortages, increased workload, and maintaining a positive employee culture. Kayla Ware (KW): How did you get started in the property management industry? Erica Counts (EC): After working in construction for many years, I got started in hotel maintenance. From there, it was a natural progression into a multifamily maintenance position. After more than 10 years, I enjoy the stability of the work and the diversity and perspective of working with people in various regions. I also like figuring out the inner workings of each property. They are all distinct and need to be managed differently. For instance, the building codes are different in Missouri than they are in Florida or Texas, for example. You can have two properties in the same city, and they can be different to manage based on size, how they were built, and the time period they were built in. It is a lot to keep up with, but I love it! KW: What challenges do you face as a facilities operations specialist today? EC: One of the biggest challenges is the high workload amid a skilled worker shortage. In my line of work, there is simply too much work to do and not enough people to do it. This can lead to burnout, accidents, and decreased productivity.  Another challenge is making sure everyone has the training they need to do the job. In this industry, many maintenance operators are not properly trained on the equipment they are responsible for. Some companies hire temporary help with little to no job knowledge and sometimes a language barrier, depending on the region. This can lead to mistakes and safety hazards. In my role, I am responsible for training onsite teams and reinforcing processes that ensure safety. KW: You mentioned participating in the hiring process for techs and suppliers at your company. Can you share your experience related to the ongoing staffing shortages and what you believe is attributing to those shortages? EC: It is no secret that multifamily maintenance is facing a significant staffing shortage. This is due to several factors, including the aging workforce, the increasing complexity of equipment, and the lack of training available. It is a challenging position because you need to know everything: construction, appliance repair, HVAC maintenance, fixture installs, and more. Doing as much as you can in-house without calling an outside company is always a goal. Sometimes you cannot avoid it, but you try!  But as a result, maintenance operators are often overworked, stressed, and sometimes not equipped for the tasks ahead of them. I am proud to work for a company that prioritizes safety and training for our onsite teams. KW: We have heard a lot about centralized departments in multifamily in the past year. How has a centralized maintenance strategy helped your company address the skilled worker shortage? EC: Centralized maintenance can help address shortages by consolidating resources and streamlining processes. This can help improve efficiency and productivity across several teams and drive synergies that benefit each one. Centralized maintenance also lends itself to a more unified training and development strategy, which can help improve the skills of maintenance operators on staff. KW: What advice do you have for other maintenance operators in similar situations? EC: Focus on creating a positive work environment and culture for your onsite staff. Doing this will help to attract and keep good, qualified maintenance staff. I also recommend investing in training and development programs that ensure employees have the skills they need to do their jobs safely and without frustration. Lastly, it is important that each employee has a clear career path and they feel like there is growth and upward movement possible within the company. It takes great leadership and a people-focused company culture to put solutions in place to address these issues. As for advice for other maintenance professionals like myself, I would say always be safe. Choose a company that prioritizes your safety and training above workload. Also, find ways to develop yourself. Work on your customer service skills and be comfortable talking to residents. You become virtually invaluable if you can complete work orders and leave residents with a positive experience. KW: In your view, what can be done to address the long-term implications of the skilled worker shortage in multifamily? EC: If the industry does not take steps to address the shortage, it could lead to staff burnout, increased safety risks, and even job losses from workers leaving the trade altogether. Several things can be done to address the long-term implications of the staffing shortage, including: Offering competitive wages and benefits. Investing in training and development programs. Creating a positive work environment and culture. Centralizing maintenance operations. Promoting from within the organization. KW: You also work with many different onsite office teams and likely have seen what team dynamics work well and what doesn't. Tell us, what are some things onsite office staff can do to support the maintenance team?  EC: When I travel to visit our onsite teams, many of them just need an extra hand for a week or two to overcome a large turn, renovations, or bringing on a new property. Sometimes, I don't pick up a single tool. Instead, what the teams need is someone to direct how to handle work orders and dig them out of the current backlog. It is important to know when to hire a supplier for support and when to have your staff handle work orders while at the same time balancing resident satisfaction.  Here are some practical ways the front office staff can help support maintenance crews: Help update and store unit records of work done, appliance age, etc. Solid key management. Effective turn management. Display confidence in your hard-working, maintenance team by “having their backs” on the phone. Talk to the resident to understand the issue thoroughly. Avoid putting in duplicate tickets. Help close out tickets that are complete. Maintenance support in practice might look like this:  If there are a bunch of work orders for something we have outside contracts for like pest control or cable, office staff can (and should) call a supplier rather than clogging up the system with orders.  Communicate! When the front office sees multiple work orders for the same unit and the same problem, talk to the resident and the maintenance staff to understand the issue. Don't just put in another order and call it a day.   In closing, it’s a challenging but rewarding career in an industry I feel fortunate to be a part of. I’m so grateful to Erica for sharing her experience as a traveling maintenance professional. She shares an important perspective on maintenance in multifamily, and I appreciate having the opportunity to pass along her words of wisdom! Want to read more about the maintenance impact on resident experience? Get our latest ebook, “Beyond Four Walls: Exploring the Influence of Maintenance on Resident Experience” by downloading it for free today! Important notes: - Published on: 2023-09-15 16:40:23 - Category: Posts - [How to Overcome Maintenance Challenges Amid Skilled Labor Shortages](https://gracehill.com/blog/how-to-overcome-maintenance-challenges-amid-labor-shortages/): A Q&A With Traveling Facilities Operations Specialist: Erica Counts   Sometimes, life comes full circle and reminds you how small the world can be. While traveling to an industry event recently, I had a nostalgic encounter when I ran into… ------------------------- # Putting People First: How To Create An Employee-Centric Culture > When we talk about building an employee-centric culture, what we really mean is focusing on the well-being and success of our employees. This means making sure they feel supported, empowered, and engaged in their work, which, in turn, leads to… Full Content: When we talk about building an employee-centric culture, what we really mean is focusing on the well-being and success of our employees. This means making sure they feel supported, empowered, and engaged in their work, which, in turn, leads to better productivity, innovation, and, ultimately, business success. As a property management company that specializes in prioritizing people, we know how important it is to create an environment where employees feel valued. Without a doubt, creating a culture where employees are at the center of everything we do is essential to the success of our company. For example, even before we transitioned management, our executive leadership team made in-person visits to each property to share the Capital Square (CS) Living story and meet each individual on the team. During all virtual team meetings, new hire orientations, and any time we speak to the teams, we verbalize that we are an “employee-centered company” and ask team members for their feedback – the good, bad, and ugly - because it helps make us better. We are constantly reiterating processes based on team member feedback. When a significant change in process or policy is made based on their feedback, we always credit the team member who helped us reshape that piece of our business.   We have created an environment where our team knows nothing is “off limits.” We need them to raise their concerns or share ideas on how things might be better if they were different. CS Living is a safe space, and employees throughout the organization are aware of this and feel it! We know that having an employee-centric culture drives customer satisfaction.  So, unlike our parent company (Capital Square), where the investor is the sole focus of what they do, we have our team members at the center of everything we do. From our Vision and Mission to our CORE Values, the team member is always first.  We believe that if we pour all our efforts and attention into our team members – giving them the support, tools, and resources they need to succeed – and nurture an environment where employees feel they have a voice that is heard and valued, they will, in turn, create an amazing experience for our residents. In the long run, this comes back to the investors, who will get a much higher ROI than they have in the past. We also know that employee-centered companies have stronger retention and are more likely to attract top talent. With high job satisfaction rates, our current employees will be more likely to stay with us. Likewise, potential hires will be attracted to a workplace that values employee development, support, and wellness. Furthermore, an employee-centric culture enhances teamwork, collaboration, and innovation. Our training programs already emphasize these aspects, but they’re amplified in our workplace, which encourages them. Employees who feel heard and valued are more likely to be proactive and contribute new ideas to their teams. They’ll be more likely to feel motivated to improve themselves and their workspace. When you have an employee-centric culture, you are likely to have a stronger brand. People are increasingly aware of the power of the people behind a business, and a company with a reputation for treating employees well will also be a place where residents feel valued. In addition, an employee-centric culture can provide employees with a better understanding of how their contributions contribute to the larger picture, which leads to a greater sense of pride in the company and its achievements. Creating an employee-centric culture involves various elements. Below are the top five elements needed to create an employee-centric culture: Communication: Communication is one key element to cultivate. It's important to ensure that communication flows freely, both in terms of hierarchy and between peers. Encourage employee participation and create forums for regular discussions about goals and progress. Training and Development: Training and development is another essential element. It provides regular opportunities for employees to expand their skills and knowledge and helps them grow professionally, which, in turn, supports the company in many ways. This also enhances their motivation to continue working for the company, making them feel they have opportunities for personal and professional growth. Wellness: Additionally, make sure you support employee wellness,  such as healthy eating options, physical exercise programs, and mental health support. When employees feel cared for and supported, they are more likely to believe their needs are taken care of and maintain high productivity levels. Recognition: It's also important to recognize employee contributions regularly. Provide incentives such as awards and bonuses, which demonstrate appreciation for exceptional work. Employee recognition programs that value all types of contributions create a sense of pride, support employee morale, and demonstrate a company culture of teamwork and recognition. Listen to Learn: An employee-centric culture is one where employees feel valued. You do this by listening to employee concerns and working toward a solution that benefits everyone. By actively seeking feedback and fostering open communication channels, organizations can cultivate an environment where employees' voices are heard and acted upon, ultimately leading to increased engagement and satisfaction. CS Living perfectly exemplifies how building an employee-centric culture drives resident satisfaction. As Mary Kay Ash once said, “People are definitely a company’s greatest asset. It doesn’t make any difference whether the company’s product is cars or cosmetics [or multifamily property management!]. A company is only as good as the people it keeps.” CS Living is leading by example. If you are ready to put your people first, talk to a Grace Hill expert today about how you can create an employee-centric culture that delivers results. Important notes: - Published on: 2023-09-14 14:47:29 - Category: Posts - [Putting People First: How To Create An Employee-Centric Culture](https://gracehill.com/blog/putting-people-first-how-to-create-an-employee-centric-culture/): When we talk about building an employee-centric culture, what we really mean is focusing on the well-being and success of our employees. This means making sure they feel supported, empowered, and engaged in their work, which, in turn, leads to… ------------------------- # What You Need to Know: Your Ultimate Guide To Digital Mystery Shopping > How digital mystery shopping can help improve your property's online conversions.   Mystery shopping may not be a new concept in multifamily, but it has evolved with time and technology to become an invaluable tool for assessing the impact of… Full Content: How digital mystery shopping can help improve your property's online conversions.   Mystery shopping may not be a new concept in multifamily, but it has evolved with time and technology to become an invaluable tool for assessing the impact of your digital presence. And in today's technologically advanced world, the success of multifamily property management relies heavily on that online presence being reliable, robust, and well-structured. As consumers across all industries become increasingly tech-driven and tech-savvy, digital platforms continue to grow in importance, moving digital mystery shopping from “nice to have” to “must have.” In an industry that increasingly moves toward convenience and flexibility, multifamily operators who have yet to embrace the digital landscape risk being left behind. If you want to improve your online experience, digital mystery shopping is an effective way to evaluate your digital presence. By incorporating digital shops into your resident feedback strategy, you can ensure your property delivers an optimal digital experience to potential residents. More importantly, it provides actionable analysis, enabling you to make improvements that secure more leases! In this blog, we will explore the transformative benefits of digital mystery shopping and why it’s an important investment for multifamily property managers.   Because here’s the hard truth: The competitive environment for leasing has permanently changed, and communities that can provide the most personalized, yet convenient, virtual experience will score the lease.  Jump to a Section What Is Digital Mystery Shopping? How It Works What Is A Digital Experience Shop? How It Works The 4 Hidden Benefits Of Digital Mystery Shopping For Property Managers Unveils Hidden Gaps And Opportunities Enhances Brand Consistency And Customer Service Identifies Training Needs For Employees Keeps You Ahead Of The Competition What Are You Waiting For? What Is Digital Mystery Shopping? Digital mystery shopping in multifamily is a proactive approach property management leaders use to evaluate and monitor the online experience of potential and existing residents. It involves assigning individuals, known as mystery shoppers, to anonymously engage with various digital platforms, such as websites, email inquiries, and chatbots.  Because most prospective residents typically start searching for a new rental property online, it has become imperative for property managers to ensure a seamless digital experience. And this is where digital mystery shopping internet shops come into play.  Mystery shoppers act like actual prospects or residents by interacting with the property's online presence. They assess factors like response time, professionalism, the accuracy and quality of information provided, and more. How It Works: The mystery shopper contacts a property via the property’s website or by completing an online form through a listing service, such as Apartments.com, ForRent.com®, etc. The mystery shopper then evaluates the timeliness and quality of the response while also helping to identify technical and SPAM issues, including disconnects in the process, like leads not being delivered to the property or going to the wrong person.  Here’s an example of a blank Internet Shopping Report Follow-Up Evaluation Form, along with a sample report. With Grace Hill, digital mystery shopping templates can be customized to meet the needs and goals of your property! In multifamily, the purpose of digital mystery shopping is to identify areas of improvement and ensure digital channels are optimized to deliver a positive user experience and attract and retain residents. By analyzing and addressing these findings, property management companies can enhance their online presence and increase resident satisfaction and leasing success. Take Action: Internet Shops fit well with a quarterly program. Quarterly Mystery Shopping Programs help identify your best opportunities to improve performance. You can work with a Grace Hill expert to build a program that best fits your business and your specific portfolio needs! What Is A Digital Experience Shop? A digital experience mystery shop evaluates prospects’ experience journey from the point of contact and scheduling an apartment tour through subsequent follow-ups conducted after the initial website interaction.  With direction provided by the customer, these mystery shops can be executed in several ways, including a written mystery shopping report and access to extensive dashboard reporting. Digital experience mystery shops are powerful tools for property managers because they provide an in-depth evaluation of the overall digital presentation of your property's website. Some of the elements assessed in a digital experience shop include: Timeliness and effectiveness of website inquiries into leasing an apartment. User experience on your property’s website. How the apartment and community are represented. How information is portrayed on your website. Technical errors (i.e., 404 errors, etc.). Ease of accessing information and scheduling a tour. Follow-up contact.  How It Works: An individual posing as a prospect (“mystery shopper”) will visit the property website, and make contact as directed by the customer (e.g., Book an Appointment, Contact Us, Chat, etc.), to inquire about leasing an apartment. With these mystery shops, you gain deeper insights into the prospect journey. Here’s an example of a template for a Digital Experience Shop. Important: Internet and Digital Experience shops can be delivered within 2-3 weeks; rush delivery is also available.  Take Action: Digital Experience Shops are recommended annually or whenever you update your property website. Grace Hill mystery shops provide objective feedback to help you specifically focus on successes, as well as opportunities for improvement in the digital, telephone, and touring experiences of your prospects. Let’s Get Started!   The 4 Hidden Benefits Of Digital Mystery Shopping For Property Managers In today's digital age where prospective and existing residents rely heavily on online platforms to search for their next rental property, property managers face the pressure of ensuring a seamless online experience.  And this is where digital mystery shopping really offers a competitive lift, providing a multitude of benefits that can drastically improve a property’s success.  Here are the 4 hidden benefits of using digital mystery shops: 1. Unveils Hidden Gaps And Opportunities One of the primary reasons to invest in digital mystery shopping is the ability to unveil hidden gaps and opportunities in your online presence so you can make informed decisions for improvement. By simulating the actions of current and prospective residents, mystery shoppers can evaluate various digital platforms, such as websites, email responses, and chatbots, and provide valuable insights into the user experience. How it helps: This evaluation helps property managers identify areas for improvement, such as response time, professionalism, and the accuracy of information provided. By understanding the user’s perspective, property managers can enhance their online presence and better cater to the needs of their target audience. 2. Enhances Brand Consistency And Customer Service Digital mystery shopping acts as a quality control mechanism, allowing property managers to monitor the consistency and compliance of their online communication across different digital platforms. Mystery shoppers can assess if the messaging across various platforms aligns with the company's branding and values, ensuring a consistent and professional image is projected to potential and existing residents. How it helps: Consistent messaging is crucial and enables you to build trust and credibility. Property managers can foster trust and loyalty among prospective and existing residents by maintaining a consistent brand image and delivering exceptional customer service. Equally important, this leads to increased resident satisfaction and retention. 3. Identifies Training Needs For Employees Identifying your team’s training needs is a crucial benefit of using digital mystery shops. Mystery shoppers can gauge the knowledge and responsiveness of property management staff, enabling managers to provide targeted training to address gaps and elevate customer service. How it helps: Enhancing the quality of the customer service experience leads to increased resident satisfaction and higher retention rates. Using digital mystery shops to proactively identify training needs helps turn frontline employees into customer service experts. And offering quality customer service enables you to improve the overall success of your property management company. 4. Keeps You Ahead Of The Competition In a highly competitive multifamily market, staying ahead of the competition is vital, and investing in digital mystery shopping gives property managers a significant edge. By consistently monitoring and improving your digital presence, you can outshine competitors. How it helps: Mystery shoppers can help property managers discover innovative features or technologies that can be integrated into their online platforms. In a tight rental market, renters seek compelling reasons to choose one property over another; feedback from mystery shoppers often reveals unique selling points that multifamily property managers can use to distinguish their property from the local competition What Are You Waiting For? Digital mystery shopping has emerged as an essential tool for property managers. It offers a wide range of benefits and is a true game-changer for multifamily property managers. From gaining valuable insights to ensuring quality control, identifying training needs, and gaining a competitive edge, digital mystery shopping is indispensable for success in a digital-driven rental industry, giving property managers the tools needed to transform their online presence and achieve higher levels of success.  By leveraging this innovative approach, property managers can enhance their online presence, attract and retain residents, and ultimately thrive in today's dynamic and competitive real estate market. Ready to embrace the power of digital mystery shopping and take your multifamily property management to new heights? Talk to a Grace Hill expert today to learn how you can build a competitive edge and reap the benefits of a thriving online presence in the digital era. Important notes: - Published on: 2023-09-06 12:17:13 - Category: Posts - [What You Need to Know: Your Ultimate Guide To Digital Mystery Shopping](https://gracehill.com/blog/what-you-need-to-know-your-ultimate-guide-to-digital-mystery-shopping/): How digital mystery shopping can help improve your property's online conversions.   Mystery shopping may not be a new concept in multifamily, but it has evolved with time and technology to become an invaluable tool for assessing the impact of… ------------------------- # Increasing Tenant Satisfaction – and ROI – Through Superior Service Delivery > The key to keeping buildings leased is to make sure tenants are happy. Buildings with satisfied tenants are more likely to retain existing tenants and to attract new ones through favorable word of mouth. In a whitepaper, Grace Hill reported… Full Content: The key to keeping buildings leased is to make sure tenants are happy. Buildings with satisfied tenants are more likely to retain existing tenants and to attract new ones through favorable word of mouth. In a whitepaper, Grace Hill reported on the results of an important academic study based on KingsleySurveys data showing that office tenant satisfaction elevates commercial real estate performance. The research by economists at Maastricht University and MIT confirmed that highly satisfied tenants are more likely to renew their lease and recommend their building to other firms. But what drives tenant satisfaction? The location and quality of the building have always mattered a great deal, of course. Since the start of the pandemic, office tenants have shown increasingly strong preferences for the newest, highest-quality buildings. These buildings command higher occupancies and rents than otherwise similar buildings. However, that insight doesn’t help a property manager much; a building’s location is fixed, and upgrading the physical quality of a building takes considerable capital investment and time. So, what can a property manager do in the short term to improve property performance? They can enhance the tenant experience through more effective property management and focus on the issues that matter most to tenants. These enhancements need not be expensive but can increase revenue by raising both occupancy and, ultimately, rent, yielding meaningful returns on investment – at a much lower cost basis than required for most capital improvements. What Matters to Office Tenants Turns out, the service tenants receive from management, and especially the tenants' ratings of management staff, matters a great deal – perhaps even more than physical building qualities. That’s the conclusion from tenant responses to Grace Hill’s KingsleySurveys. The data shows various factors that closely correlate to tenant satisfaction; they are divided into three categories of building ratings: Physical (e.g., location and building quality) Service (e.g., quality of cleaning or ease of leasing) Staff rating (e.g., the responsiveness of management) Note that some factors do not fall neatly into one of these categories, like security, which has both physical and management elements. Results of the surveys for office tenants demonstrate the critical role that property management plays in tenant satisfaction. On average, the factors under direct management control matter more to tenants than physical qualities. Physical attributes have an average correlation to tenant satisfaction of just 42%, compared to 54% for service delivery. The highest correlation to tenant satisfaction is with management staff ratings at almost 70%. In fact, five of the top six factors, including all of the top four, concern management staff ratings: overall satisfaction, problem resolution, communication, responsiveness, and accessibility. The fifth highest correlation with tenant satisfaction concerns the leasing process. The highest ranking of any physical attribute is for satisfaction with tenant improvements at #7. This is not to say that physical qualities are not important. Clearly, they are, as evidenced by the superior performance metrics for newer, well-located buildings. But these physical qualities likely matter more for determining where prospective tenants choose to locate initially. However, once a tenant selects a building, the quality and service levels of the management staff seem to be more important in determining whether the tenant is happy and ultimately inclined to renew the lease. This data is  crucial insight for landlords and property managers. Upgrading the quality of their service provision is usually much less costly – and can be more effective for retaining tenants – than investing in expensive capital improvements. The result is a greater return on investment (ROI). Apartment Dwellers Appreciate Good Service Too! The situation is similar for residents of multifamily residential buildings, albeit less extreme. KingsleySurveys by Grace Hill again shows that physical features have a lower correlation to tenant satisfaction than either service quality or staff ratings, though the differences are much less. Yet the lesson is the same: Investing in quality staff and service provision can yield greater results and higher returns than investing in physical improvements. Do you want to capture data on your specific properties? Contact the experts at Grace Hill to learn how KingsleySurveys can provide unbiased insights on your tenant or resident experience. Important notes: - Published on: 2023-08-29 15:27:36 - Category: Posts - [Increasing Tenant Satisfaction – and ROI – Through Superior Service Delivery](https://gracehill.com/blog/increasing-tenant-satisfaction-roi/): The key to keeping buildings leased is to make sure tenants are happy. Buildings with satisfied tenants are more likely to retain existing tenants and to attract new ones through favorable word of mouth. In a whitepaper, Grace Hill reported… ------------------------- # Unlocking Success: The Guide to Attracting and Retaining Office Tenants > What do tenants want? Figuring that out is a top priority for the owners and managers of office buildings, and it’s getting more urgent by the day as firms shed excess space and vacancies keep rising. The business press is… Full Content: What do tenants want? Figuring that out is a top priority for the owners and managers of office buildings, and it’s getting more urgent by the day as firms shed excess space and vacancies keep rising. The business press is increasingly reporting what industry insiders have already known for some time: a combination of cyclical factors and changing work patterns is depressing overall space demand. Most importantly, we’re all working from home – or a café, or even the beach – much more than before the pandemic. Cost-conscious firms are reducing their commitments. Why lease space that goes unused much of the week? At the same time, many heavy users of office space, especially in the tech sector, are cutting workers that they added in recent years. What Tenants Want: Quality AND Service It all translates into reduced office space demand – and much greater competition to attract the smaller pool of tenants looking to lease. Brokers and industry market data tell us that tenants are demanding the newest, highest-quality buildings. Not only is leasing strongest in state-of-the-art facilities, but these Class A buildings also command higher rents and occupancies than Class B buildings. Tenants increasingly seek out buildings with the most advanced designs, the best indoor air quality, and superior safety features. Meanwhile, older buildings are losing tenants in virtually all markets nationwide. That’s good news for owners of top-quality new construction. These buildings are capturing a disproportionate share of leasing activity. But what about the other 95% of buildings that are not so new? How can they compete? One strategy, of course, is to undertake capital improvements to upgrade the building systems. But those physical improvements take time and require substantial resources – with uncertain returns. Can managers do anything short-term to make their buildings more appealing? Fortunately, there are options available to managers that are not only effective but also relatively affordable. We know from recent research that office tenants satisfied with their buildings are more likely to renew, and the perceived quality of property management plays an outsized role in tenant satisfaction levels. A major new academic study published by economists at Maastricht University and MIT entitled “Tenant Satisfaction and Commercial Building Performance” found a strong correlation between the degree of tenant satisfaction and their stated likelihood of renewing their lease; willingness to recommend the property to a third party; and, most importantly, whether the tenant ultimately stayed or exited the building. Thus, property managers can increase the odds of lease renewal by enhancing tenant satisfaction through attentive property management. Raising Tenant Satisfaction But what can managers do to increase tenant satisfaction? Tenant responses to Grace Hill’s KingsleySurveys provide some answers. The questionnaires ask tenants about their likelihood of renewing their lease and the considerations that most influence their decision. Grace Hill calls these “renewal decision factors.” Physical building attributes such as location and building quality are top factors, particularly for tenants that anticipate renewing. But as shown in the following chart, “property management” and “building upkeep” matter almost as much as “quality of building.” These are factors that property managers can control and improve as a normal matter of course in building oversight. On the other hand, when tenants intend NOT to renew, they are much more likely to cite financial factors, like price, or unique corporate issues, such as space requirements and business circumstances. It may be unrealistic to expect even outstanding property management to overcome these economic or corporate considerations when the space options in the building no longer work for the tenant. Nonetheless, the tenant survey responses suggest landlords can raise renewal odds through superior property management under normal circumstances. Since happier tenants are more likely to renew and recommend the building to others, building owners can also improve renewal probabilities by focusing management efforts on the specific factors that lead to greater tenant satisfaction. Which factors matter? Again, we can turn to KingsleySurveys for some valuable insights into which building attributes most highly correlate with overall tenant satisfaction. As shown in the following table summarizing survey responses from U.S. office tenants, both building management and physical building features are highly correlated with overall tenant satisfaction. On average, however, the factors under direct management control matter most to tenants, with an average correlation to tenant satisfaction of 58% versus under 40% for physical attributes.   In the wake of the pandemic, there is no doubt that tenants strongly prefer the newest buildings where they can feel safe and work most efficiently. Market data clearly shows that newly built offices are outperforming older buildings. Nonetheless, many issues matter to tenants that are under the direct control of property managers. In this competitive environment, managers must up their game and improve service delivery in order to attract tenants and improve their operating fundamentals. Do you need unbiased data on your tenant satisfaction and likeliness to renew? Talk to the KingsleySurveys CRE experts to learn how we can help. Important notes: - Published on: 2023-08-17 08:06:31 - Category: Posts - [Unlocking Success: The Guide to Attracting and Retaining Office Tenants](https://gracehill.com/blog/the-guide-to-attracting-and-retaining-office-tenants/): What do tenants want? Figuring that out is a top priority for the owners and managers of office buildings, and it’s getting more urgent by the day as firms shed excess space and vacancies keep rising. The business press is… ------------------------- # The Link Between Hoarding and Fair Housing > Hoarding is a mental health disorder that is often misunderstood. It can have serious consequences for those who suffer from it, as well as the people living around them. Property managers of multifamily properties need to understand the important link… Full Content: Hoarding is a mental health disorder that is often misunderstood. It can have serious consequences for those who suffer from it, as well as the people living around them. Property managers of multifamily properties need to understand the important link between hoarding and Fair Housing to ensure the health and safety of all residents. In addition, this means property managers must address hoarding issues proactively to mitigate potential safety hazards and compliance violations. Educating staff and residents on hoarding awareness, creating policies and procedures to address hoarding issues, and engaging in regular inspections can help ensure that multifamily properties remain safe and compliant. And implementing a reasonable accommodation policy for hoarders can help residents get the assistance they need to manage their hoarding while also protecting the property and rights of other residents. The Connection Between Fair Housing Laws and Hoarding Fair Housing laws play a critical role in addressing hoarding in multifamily properties. Under the Fair Housing Act, it is illegal to discriminate against individuals with disabilities, including those with hoarding disorders. Hoarding is considered a disability under the act, as it is recognized as a mental health disorder. Property management professionals must understand that hoarding is a symptom of a larger mental health issue and should be approached with compassion and understanding. While the Fair Housing Act prohibits discrimination, it also allows for reasonable accommodations to be made for individuals with disabilities. Therefore, property managers must provide necessary accommodations to hoarders to ensure equal access and enjoyment of their housing.  Property owners and managers should work with the hoarder and mental health professionals to determine the most appropriate accommodations for supporting the individual's recovery while also maintaining safety and compliance of the property. By understanding these laws and implementing appropriate accommodations, property owners can create a supportive and inclusive living environment for all residents while also ensuring the health and safety of the community. Addressing Hoarding One Step at a Time Addressing hoarding is a complex and sensitive process that requires careful consideration and compassion. Here are some tips to help address hoarding in a way that complies with Fair Housing: Ensure there is an understanding that hoarding is a disability under the Fair Housing Act.  Use a standard assessment, such as those provided by the Institute for Challenging Disorganization or the International OCD Foundation, to guarantee an objective evaluation. Understand what state and local laws apply to your specific situation and how to apply them appropriately. Give the resident a chance to rectify the situation. Hoarding is a mental health disorder that can have serious consequences for the hoarder and the community around them. It can lead to safety hazards, non-compliance with building codes, and negative impacts on the overall well-being of residents. Property owners and managers have a responsibility to maintain safe and compliant living conditions for all residents. Understanding Fair Housing laws and the rights of individuals with hoarding disorders is crucial in order to provide appropriate accommodations and support.  By working with hoarders and mental health professionals, property owners can create an environment that supports hoarders' recovery while also maintaining the safety and compliance of the property. Want to learn more about how to protect your company from Fair Housing complaints? Check out our Fair Housing Courses and talk to our multifamily experts today! Important notes: - Published on: 2023-08-01 20:13:19 - Category: Posts - [The Link Between Hoarding and Fair Housing](https://gracehill.com/blog/hoarding-and-fair-housing/): Hoarding is a mental health disorder that is often misunderstood. It can have serious consequences for those who suffer from it, as well as the people living around them. Property managers of multifamily properties need to understand the important link… ------------------------- # Combating Sexual Harassment: A Blueprint for Safer Multifamily Living > When it comes to multifamily properties, well-being is paramount. With multiple individuals in close proximity, it is essential that everyone feels comfortable and secure. By taking preventative steps, a protected environment can be created. Understanding Sexual Harassment in Multifamily Settings… Full Content: When it comes to multifamily properties, well-being is paramount. With multiple individuals in close proximity, it is essential that everyone feels comfortable and secure. By taking preventative steps, a protected environment can be created. Understanding Sexual Harassment in Multifamily Settings Property management professionals are legally obligated to prevent and address sexual harassment under the Fair Housing Act. This legislation prohibits discrimination in housing based on sex, including sexual harassment.  To ensure compliance, property managers must establish clear policies, provide regular training, and ensure prompt and effective responses to reported incidents. In addition, it is crucial to provide support and resources to victims of sexual harassment. Equally important, organizations can reduce the occurrence of sexual harassment by implementing proactive preventive measures.  How Do I Keep My Community Protected From Sexual Harassment? What can you do to help protect your applicants, residents, and employees from harassment? Here are some tips: Provide Meaningful Training: Through effective training, employees can learn about their responsibilities and rights in the workplace, including learning about appropriate behavior, what constitutes harassment, and the consequences of inappropriate behavior. Employees will also learn how to respond to reports of harassment and how to support those who have experienced harassment. Have Strong Written Policies: The Fair Housing Act, Title VII, and most state and local laws require that you have written sexual harassment policies. These policies are vital to creating a safer workplace as they provide clear guidelines on inappropriate behavior. In addition, it establishes a process for reporting and addressing incidents and protects the company from legal liability.  Conduct Thorough Investigations: If a sexual harassment allegation is lodged against someone within your organization, the law requires that the company conduct a thorough, good-faith investigation. Conducting thorough investigations allows for a fair and just resolution. Investigations must be carried out with care, caution, and impartiality. Any biases or predispositions can affect the results of the inquiry, so those who are tasked with the responsibility of investigating accusations must be objective, neutral, and without personal involvement. Provide Support and Resources: Recognizing the traumatic impact of sexual harassment is essential, and it is imperative to create a safe and confidential environment where victims can report incidents without fear of retaliation. Property managers should always provide support through resources such as counseling services. As property management professionals, it is essential to ensure residents are protected from harassment of any kind. By understanding the nature of sexual harassment, following legal obligations, implementing preventive measures, and providing support and resources, a safe environment can be created. Remember, safety should always be the top priority in multifamily management. Need help protecting your team? Check out our sexual harassment prevention courses and talk to our experts today! Important notes: - Published on: 2023-07-20 19:28:22 - Category: Posts - [Combating Sexual Harassment: A Blueprint for Safer Multifamily Living](https://gracehill.com/blog/protecting-people-from-sexual-harassment/): When it comes to multifamily properties, well-being is paramount. With multiple individuals in close proximity, it is essential that everyone feels comfortable and secure. By taking preventative steps, a protected environment can be created. Understanding Sexual Harassment in Multifamily Settings… ------------------------- # Combating the Opioid Epidemic in Multifamily Settings > The opioid epidemic has been a growing issue for many years, and its effects on the multifamily industry are increasingly evident. As the rate of opioid addiction continues to rise, it is becoming increasingly important for multifamily businesses to recognize… Full Content: The opioid epidemic has been a growing issue for many years, and its effects on the multifamily industry are increasingly evident. As the rate of opioid addiction continues to rise, it is becoming increasingly important for multifamily businesses to recognize and take action to prevent and combat opioid abuse in their properties. The Opioid Epidemic The opioid epidemic is a national public health crisis that has been on the rise for the past decade. It refers to the overuse and abuse of opioids, which are prescription painkillers, heroin, and synthetic drugs like fentanyl. The addiction and overdose rates have been soaring, with devastating effects on individuals, families, and communities across the country. The Centers for Disease Control and Prevention reports that industries with high injury and illness rates have higher rates of prescription opioid overdose deaths. Additionally, workers who are injured on the job and receive prescription opioids are at increased risk of becoming addicted.  According to a study by the National Safety Council, nearly one-third of employers have been directly impacted by opioid use, either through employee overdose, impaired performance, or absenteeism. The multifamily industry is not immune to these challenges. Property managers, maintenance technicians, and leasing agents are all susceptible to injury on the job, making them potential targets for opioid prescription and misuse.  The Impact of the Opioid Addiction in the Workplace Within the multifamily industry, opiate addiction in the workplace impacts employees significantly. When employees are struggling with opioid addiction, it often leads to absenteeism and decreased productivity. This, in turn, can lead to increased turnover rates as the company tries to find replacements for employees who are unable to meet the demands of the job due to addiction. In addition to decreased productivity, opioid addiction can compromise compliance and safety measures within the multifamily industry. This puts both employees and residents at risk and can have severe legal and financial repercussions for the company. Furthermore, opioid addiction can have a devastating impact on employee performance. Employees struggling with addiction often have difficulty focusing, maintaining attention, and retaining information. This can affect their ability to communicate with residents, complete work tasks, and manage conflicts, leading to substandard work performance.  Opioid Addiction Signs One of the challenges in combating opioid addiction in the workplace is recognizing the signs. Some common indicators of opioid addiction include: Periodic short absences from work Increased absenteeism Drowsiness Slurred speech Mood swings Napping at work These signs are often subtle at first and can be mistaken for other issues. For example, someone experiencing pain may take painkillers, which can cause drowsiness or napping at work. However, if these symptoms persist, it may be time to intervene. It is important to be vigilant and look for additional signs of opioid addiction.  Handling and Preventing Opioid Use To combat opioid addiction in the workplace, it's essential to have policies and procedures in place to prevent and handle it. Here are some practical ways to manage opioid addiction in multifamily settings: Offer employee training programs to identify and manage opioid addiction. Encourage open communication between employees and supervisors about any concerns related to opioid addiction. Create and implement a policy for employees who require prescription medication for chronic conditions. Provide access to counseling services and employee assistance programs to support those struggling with addiction. Consider hiring an expert to conduct a workshop to help employees recognize the potential signs of opioid misuse.  Monitor employee performance to identify any signs of opioid addiction. Conduct regular drug testing to deter and identify opioid use. Having a structured approach to handle and prevent opioid addiction in the workplace can help avoid significant disruptions to employee performance and reduce risks associated with substance abuse. It is vital to take proactive steps and make support readily available to employees who require it. With effective policies and procedures, we can create a safer and more productive work environment. Everyone deserves a workplace free of the effects of substance abuse, and our Drug-Free Workplace courses will help you understand your role in that workplace. Drug-Free Workplace Drug-Free Workplace (Supervisor Version) Drug-Free Workplace Refresher Drug-Free Supervisor Refresher Important notes: - Published on: 2023-07-15 18:55:56 - Category: Posts - [Combating the Opioid Epidemic in Multifamily Settings](https://gracehill.com/blog/dealing-with-opioid-addiction-in-the-workplace/): The opioid epidemic has been a growing issue for many years, and its effects on the multifamily industry are increasingly evident. As the rate of opioid addiction continues to rise, it is becoming increasingly important for multifamily businesses to recognize… ------------------------- # Protect Yourself from Email Phishing: Don’t Get Caught in the Cyber-hook > Don’t Get Hooked: Protecting Yourself From Cyber Attacks  As we continue to dive into the age of technology, it's important to stay ahead of the game when it comes to cybersecurity. As technology evolves, so do the tactics used by… Full Content: Don’t Get Hooked: Protecting Yourself From Cyber Attacks  As we continue to dive into the age of technology, it's important to stay ahead of the game when it comes to cybersecurity. As technology evolves, so do the tactics used by cybercriminals. One of the most common methods of attack used by hackers is phishing scams. These deliberate emails are designed to lure you in by appearing reliable, only to cast you into a sea of chaos.  Reeling In the Truth: What Is a Phishing Scam A phishing scam refers to a malicious attempt by cybercriminals to deceive individuals into revealing sensitive information such as usernames, passwords, or financial details. These scams are usually conducted through email, where scammers pose as legitimate organizations or individuals to trick recipients into clicking on links or providing confidential information. Recognizing phishing scams is especially crucial in the real estate industry, particularly in multifamily properties. With email being the primary means of communication between property management teams and residents, it is essential to be aware of the tactics used by scammers. Falling victim to a phishing scam could not only compromise personal and financial information but also lead to significant financial losses and damage to reputation. Recognizing the Bait: Spotting the Sneaky Signs of Phishing Scams You may think spotting a scam is obvious and everyone knows about phishing attempts; however, think again. According to a study conducted by the Anti-Phishing Working Group (APWG), an internationally recognized organization dedicated to combating cybercrime, an estimated 86 million people fell victim to phishing scams in the year 2020 alone.  Multifamily professionals must be vigilant in identifying red flags such as unsolicited emails requesting sensitive information, urgent requests for payment, or emails containing grammatical errors or suspicious links. It is essential to verify the sender’s authenticity and double-check any payment requests or sensitive information exchanges. Implementing robust email security measures and educating employees about the risks associated with phishing scams are crucial steps toward safeguarding against attacks. By staying informed and cautious, property management teams can protect themselves and their residents from the damaging effects of phishing scams. Stay Afloat: Safeguarding Yourself Against Cyber-Hooks As with all cybersecurity issues, your best defense against getting caught by a phishing scam is to be aware. To protect yourself from phishing scams, make sure you: Stay Informed: Educate yourself, stay up-to-date on the latest phishing techniques, and be cautious when opening emails from unknown senders. Verify Before Clicking: Always verify the legitimacy of emails before clicking on any links or downloading attachments. Check the sender’s email address and hover your mouse over links to verify the URL matches the displayed text. Protect Your Personal Information: Be cautious about sharing sensitive information, such as passwords, social security numbers, or financial details, through email.  Install and Update Security Software: Ensure your devices are protected by installing reputable security software and keeping it current. By following these precautions, you can significantly reduce the risk of falling victim to phishing scams. Remember, your online security is in your hands, so stay informed, stay alert, and stay protected. If you have received a phishing email, you can report it here or forward the message to SPAM@UCE.GOV. Need help protecting your team from cyberattacks? Check out our Cybersecurity Courses and talk to our experts today! Important notes: - Published on: 2023-07-10 21:36:16 - Category: Posts - [Protect Yourself from Email Phishing: Don’t Get Caught in the Cyber-hook](https://gracehill.com/blog/dont-get-caught-in-email-phishing-scams/): Don’t Get Hooked: Protecting Yourself From Cyber Attacks  As we continue to dive into the age of technology, it's important to stay ahead of the game when it comes to cybersecurity. As technology evolves, so do the tactics used by… ------------------------- # Social Media and Fair Housing: How To Get Likes Without Lawsuits > Welcome to the age of social media, where sharing your thoughts, experiences, and opinions with the world is just a few clicks away. As our digital presence continues to grow, so does our responsibility to ensure our actions are in… Full Content: Welcome to the age of social media, where sharing your thoughts, experiences, and opinions with the world is just a few clicks away. As our digital presence continues to grow, so does our responsibility to ensure our actions are in line with laws and regulations. In the realm of Fair Housing, where equality and non-discrimination are of utmost importance, navigating social media can be tricky. Therefore, ensuring your social media complies with Fair Housing laws is crucial.   How Do Fair Housing Laws Apply to Social Media? Social media has revolutionized the way we communicate with each other, from sharing the latest news to connecting with friends and family from around the world. But with the rise of social media as a tool for marketing and advertising, there also has been an increase in the need for these platforms to comply with Fair Housing laws. At first glance, it may seem strange to connect social media posts with Fair Housing laws. However, it is important to remember that social media is not just a tool for personal use but also a powerful marketing tool. This means that when property management professionals post on social media, they must follow the same rules and regulations that apply to any other form of advertising. One of the most important Fair Housing laws to follow on social media is the Fair Housing Act. This law prohibits discrimination based on race, color, national origin, religion, sex, familial status, or disability. So it’s vital to note that when advertising a rental property on social media, the language and images used must not be discriminatory. For example, it is not acceptable to use language that implies the property is only available to certain groups of people. Another important factor to consider when posting on social media is the use of images. Property management professionals must be careful not to use images that could be deemed discriminatory, such as only showing pictures of certain ethnic groups or families with young children. In addition to the Fair Housing Act, there are also state and local Fair Housing laws that must be followed when posting on social media, including rules around accessibility and reasonable accommodations for people with disabilities. Social Media Tips for Property Management Professionals To ensure compliance and avoid discriminatory practices, here are some tips to keep in mind: Document your policy: A comprehensive social media policy can protect your company by setting clear expectations for what can and cannot be posted online, who is authorized to post, and the consequences of violating the policy. Provide training: All individuals should receive comprehensive training on Fair Housing laws, including how they apply to social media platforms. The training should be mandatory and periodically reviewed to keep everyone up-to-date on any changes. Show diversity: Use diverse imagery in social media posts, and avoid language that can be perceived as discriminatory. Show a range of people, cultures, and backgrounds to ensure your posts are inclusive and welcoming. Use inclusive language: Avoid language seen as discriminatory or exclusive. Instead, use language that is welcoming and inclusive to all. Use gender-neutral pronouns, and be conscious of the word choices you make. Review posts: Having a review process for social media content helps ensure it meets Fair Housing laws and company standards. Any potential issues or concerns should be addressed and resolved before posting. Include the Equal Housing Opportunity logo: Include the Equal Housing Opportunity logo on your social media pages and website. The logo is a visible reminder that you are committed to fair housing and treating everyone equally. Social media platforms have become an integral part of the real estate industry, providing a platform for advertising, communicating, and networking. Property Management professionals must be aware of their compliance obligations and take appropriate measures to ensure their content and practices do not discriminate.  Failure to comply with Fair Housing laws on social media can lead to costly lawsuits, damage to your company's reputation, and legal action by government agencies. As a responsible rental housing professional, prioritizing compliance on all advertising platforms, including social media, is important. Want to learn more about how to protect your company from Fair Housing complaints? Talk to our multifamily experts today. Important notes: - Published on: 2023-07-08 22:15:11 - Category: Posts - [Social Media and Fair Housing: How To Get Likes Without Lawsuits](https://gracehill.com/blog/social-media-compliance-fair-housing-laws/): Welcome to the age of social media, where sharing your thoughts, experiences, and opinions with the world is just a few clicks away. As our digital presence continues to grow, so does our responsibility to ensure our actions are in… ------------------------- # From Learning to Earning: How Training Results in Greater ROI > Jump to a Section Learning Science = Faster Employee ROI Immediacy of Application = Faster Onboarding Problem-Centered Focus = Reduced Risk Self-Directed Instruction = Better Employee Accountability Variety in Learning Approaches = Consistency in Staff Knowledge Level-Up Your Property Performance… Full Content: Jump to a Section Learning Science = Faster Employee ROI Immediacy of Application = Faster Onboarding Problem-Centered Focus = Reduced Risk Self-Directed Instruction = Better Employee Accountability Variety in Learning Approaches = Consistency in Staff Knowledge Level-Up Your Property Performance with Effective Training Learning Science = Faster Employee ROI The latest research in the field of adult learning has revealed numerous principles that make all the difference in how quickly and effectively you can impact employee performance.   As a business, you want to maximize your return on investment (ROI). Investing in training for your employees is a great way to ensure you are getting the most out of your employees and the greatest value for your money. With the right training, you can increase employee productivity and ensure your business remains competitive in a fast-paced market.  Training isn’t just about learning; it’s about earning — taking the knowledge gained from training and using it to benefit your company and your bottom line. From the latest industry trends to the most advanced tools and technologies, training is essential to the success of your organization. Immediacy of Application = Faster Onboarding In today's fast-paced business world, time is of the essence. When it comes to employee training, the ability to apply knowledge quickly is critical for faster onboarding and, ultimately, a higher ROI. By utilizing the principles of learning science, companies can ensure that the training provided to employees is not only effective but also easily applied in real-world scenarios. Learning science focuses on understanding how individuals acquire and retain knowledge most effectively. By applying these principles to training programs, organizations can create learning experiences optimized for practical use and immediate impact. Structured onboarding solutions like Grace Hill’s Onboarding Pathways help put these principles into practice by organizing training, policies, and tasks into guided learning phases that support new hires as they build skills and confidence on the job. Problem-Centered Focus = Reduced Risk When it comes to employee training, a problem-centered focus can significantly reduce the risk for your business. This targeted approach equips employees with the skills and knowledge they need to effectively solve problems and mitigate risks.  A problem-centered approach to training fosters a culture of innovation and continuous improvement within your organization. By encouraging employees to think critically and creatively about the problems they encounter, you create an environment where new ideas and solutions can flourish. This approach reduces risk while enhancing your company's ability to adapt and thrive in a rapidly changing business landscape. Self-Directed Instruction = Better Employee Accountability When employees are given the autonomy to direct their learning and take ownership of their development, it leads to better accountability and, eventually, better results. By providing employees with interactive courses and resources, companies can encourage self-directed learning. This self-directed approach not only promotes a sense of responsibility but also allows employees to learn at their own pace and focus on areas where they need improvement. In turn, this leads to increased productivity, innovation, and, ultimately, a higher ROI. Variety in Learning Approaches = Consistency in Staff Knowledge It is crucial to incorporate a variety of learning approaches into employee training programs to ensure staff knowledge stays consistent. By providing different methods and formats for learning, companies can accommodate the diverse learning preferences and styles of their employees. Doing so not only enhances the effectiveness of the training but also ensures that all employees receive the necessary information in a way that resonates with them.  By catering to different learning preferences and styles, companies can enhance engagement, retention, and understanding of training material. This leads to a more knowledgeable and skilled workforce with improved performance. Level-Up Your Property Performance with Effective Training Implementing these strategies can create a skilled and confident workforce that is ready to contribute to the organization’s success. The result is a higher ROI and a more competitive and resilient business in a rapidly changing market.  So, don't just focus on learning; focus on earning by investing in employee training to reap the benefits it brings to your organization. Ready to go from learning to earning in your organization? Check out our trusted, industry-specific training for multifamily and talk to our experts today! Important notes: - Published on: 2023-07-05 05:00:15 - Category: Posts - [From Learning to Earning: How Training Results in Greater ROI](https://gracehill.com/blog/learning-science/): Jump to a Section Learning Science = Faster Employee ROI Immediacy of Application = Faster Onboarding Problem-Centered Focus = Reduced Risk Self-Directed Instruction = Better Employee Accountability Variety in Learning Approaches = Consistency in Staff Knowledge Level-Up Your Property Performance… ------------------------- # Navigating the Confusion: Assistance Animals in Multifamily Properties > Navigating assistance animals in multifamily properties can be a confusing and daunting task. For many property owners and managers, there is a great deal of confusion surrounding the difference between service animals, assistance animals, and emotional support animals. It is… Full Content: Navigating assistance animals in multifamily properties can be a confusing and daunting task. For many property owners and managers, there is a great deal of confusion surrounding the difference between service animals, assistance animals, and emotional support animals. It is important to understand the distinctions between these animals and the regulations that apply to them. What Are Assistance Animals? Assistance animals, also known as service animals or emotional support animals, are a type of animal that provide assistance or support to individuals with disabilities. While these terms are often used interchangeably, there are some key differences between the different types of assistance animals. Service animals are specially trained animals that assist individuals with disabilities in completing specific tasks. For example, a service dog might assist someone with a visual impairment by guiding them through public spaces or alerting them to potential hazards. Under the Americans with Disabilities Act (ADA), service animals are allowed to accompany their owners in any public space, including housing complexes. Emotional support animals, on the other hand, provide emotional comfort and support to individuals with mental health conditions. These animals do not need any specific training, but their presence is considered to be therapeutic for their owners. Emotional support animals are covered under the Fair Housing Act (FHA), which requires landlords to make reasonable accommodations for individuals with disabilities. Assistance animals can also include other types of animals that are not specifically trained to provide assistance but still provide comfort or support to their owners. These animals are not recognized under the ADA or FHA but may still be allowed in certain circumstances. Landlords and property managers need to understand the differences between these different types of assistance animals, as various compliance requirements and policies are associated with each. By staying informed and up-to-date on the laws and regulations around assistance animals, landlords can ensure they are providing fair housing for all of their tenants. The Laws on Assistance Animals in Housing When it comes to assistance animals in housing, there are three main laws property owners and managers need to be aware of to ensure compliance: the Fair Housing Act, the Rehabilitation Act of 1973 (Section 504), and the Americans with Disabilities Act. The FHA prohibits discrimination against individuals with disabilities in housing, including the use of assistance animals. Under the FHA, assistance animals are considered a reasonable accommodation that property owners and managers must provide to individuals with disabilities, regardless of any existing policies regarding pets. This means that a property owner cannot refuse to rent to someone because they have an assistance animal. The Rehabilitation Act of 1973 requires all federally-funded housing facilities to make reasonable accommodations for individuals with disabilities, including assistance animals. This law applies to properties that receive federal assistance, such as low-income housing. The ADA also provides protections for individuals with disabilities, but specifically for those accessing public accommodations and services. While the ADA does not specifically address assistance animals in housing, it does provide guidance on service animals in other contexts. It's important for property owners and managers to be familiar with these laws and ensure their policies and procedures are compliant. This includes having a clear and documented process for accommodating individuals with assistance animals and training staff on how to handle accommodation requests. Failing to comply with these laws can result in legal action and financial penalties. Assistance Animal Documentation: What You Need To Know One of the most common questions property owners and managers have about assistance animals relates to the required documentation. The good news is that documentation requirements are straightforward, and HUD has issued guidelines that clarify the documentation requirements. Assistance animals are defined as animals that provide disability-related assistance or emotional support to individuals with disabilities. And unlike service animals, assistance animals do not require specialized training or certification to qualify for protection under the law. To establish the need for an assistance animal, individuals must provide documentation that shows they have a disability and that the animal provides disability-related assistance or emotional support. This documentation can come from a variety of sources, including a doctor, psychiatrist, or other medical professional.  HUD has issued guidelines stating that you are entitled to documentation from a reliable third party that is able to know about the individual's disability. When reviewing documentation, it's important to keep in mind that individuals with disabilities have the right to privacy. As such, you cannot ask for specifics about their disability or medical condition. Instead, you can request documentation that establishes the need for an assistance animal. Know How To Handle Accommodation Requests As a property owner or manager, it’s essential to know how to handle accommodation requests from residents with disabilities who require assistance animals. To be considered a valid request, three things must be true: the person must have a disability, the animal must serve a function directly related to the disability, and the request must be reasonable.  Here are some steps you can take to handle accommodation requests effectively: Ask for Documentation: Once a resident requests an accommodation, you can ask them for documentation of their disability and the need for an assistance animal. While they aren’t required to provide specific details about their condition, they should provide documentation from a healthcare professional or mental health provider to verify the disability and the need for an animal. Evaluate the Request: Review the request carefully and determine if it is reasonable. A reasonable request means that the assistance animal is necessary to enable the resident to use and enjoy the community as other residents do. You should also consider the animal's size, breed, and potential impact on other tenants, as well as any specific requirements in the lease agreement. Respond Promptly: Under the law, property owners must respond to accommodation requests promptly. You should respond within a reasonable amount of time and let the resident know whether their request has been granted or denied. If the request is denied, you should explain why and provide alternatives if possible. Make Necessary Adjustments: Once the request is approved, make any necessary adjustments to accommodate the assistance animal. For example, you may need to provide a designated area for the animal to relieve itself, make adjustments to a pet policy or lease agreement, or make other reasonable modifications. Stay Up-to-Date on Laws and Regulations: Laws and regulations surrounding assistance animals are continuously evolving. Therefore, it is essential to stay informed about changes that could impact how you handle accommodation requests in the future. By understanding how to handle accommodation requests for assistance animals, you can ensure you are in compliance with laws and regulations and maintain positive relationships with residents with disabilities. Remember to communicate clearly with residents, ask for necessary documentation, and evaluate requests carefully to make reasonable accommodations that are in the best interest of all parties involved. Continue To Educate Yourself As laws and regulations regarding assistance animals continue to evolve, owners, property managers, and residents alike need to continue educating themselves on the subject. By staying up-to-date with the latest legal developments, you can ensure that you are adhering to all regulations and avoiding potential legal troubles. There are a variety of resources available for continued education on this topic. The Fair Housing Act website offers guidance on assistance animals, including information on reasonable accommodation and what is required for documentation. In addition, numerous webinars, seminars, and training sessions are available to help property management professionals understand the laws and regulations governing assistance animals.  By continuing to educate yourself on assistance animals, you can become a better owner or property manager, providing your residents with the best possible service while adhering to all legal requirements. Doing so not only helps protect you legally but also helps foster a positive and supportive environment for all residents in your community. So, take the time to stay informed and up-to-date on assistance animal laws, and make sure you're doing everything possible to ensure the well-being of your residents. This stuff is complicated – and serious. You’ll find that The Paws-itive Management: What You Need To Know About Assistance Animals EBOOK answers many of your questions about assistance animals. But when in doubt, ask your supervisor or legal counsel. Important notes: - Published on: 2023-07-01 15:25:13 - Category: Posts - [Navigating the Confusion: Assistance Animals in Multifamily Properties](https://gracehill.com/blog/service-assistance-and-emotional-support-animals-2/): Navigating assistance animals in multifamily properties can be a confusing and daunting task. For many property owners and managers, there is a great deal of confusion surrounding the difference between service animals, assistance animals, and emotional support animals. It is… ------------------------- # CRE Power Plays: How To Actually Maximize Tenant Satisfaction > Exploring the crucial connection between provider performance and tenant satisfaction.   Commercial real estate (CRE) organizations often struggle to understand the performance of the providers that support their properties and how that performance impacts overall tenant satisfaction levels across the… Full Content: Exploring the crucial connection between provider performance and tenant satisfaction.   Commercial real estate (CRE) organizations often struggle to understand the performance of the providers that support their properties and how that performance impacts overall tenant satisfaction levels across the portfolio. In a recent survey, 83% of tenants said their experience with the service providers in their building is a significant factor in deciding whether to renew or not. For that reason, Commercial Real Estate organizations must find ways to track their service providers' performance across the portfolio and correlate the impact on tenant satisfaction. Failing to do so can have a devastating effect on the long-term success of a portfolio. But with the right tools and strategies, CRE companies can gather essential insights to make informed decisions that support increased tenant satisfaction and renewals. Understanding The Connection In the commercial real estate industry, service providers play a vital role in ensuring your properties run smoothly, operate effectively, and look their best. They provide a variety of services, including property management, maintenance, cleaning, security, and landscaping. By understanding the performance of your service providers and their impact on your satisfaction scores, you can identify areas where improvement is needed and make changes to contracts — or find new providers — if necessary. The Benefits of Tracking Provider Performance Tenant satisfaction directly impacts occupancy rates, including longer lease terms and positive word-of-mouth marketing. In fact, MIT and Maastricht University researchers found that tenants who rate overall satisfaction one point higher can increase renewal rates by as much as 8.5%. Tracking the performance of your service providers helps you identify areas where tenants are not satisfied and make changes to improve the situation. Leveraging unbiased data to understand provider performance can also help to avoid costly problems down the road. For example, if a maintenance provider is not responding to tenant requests in a timely manner, this could lead to property damage or tenant dissatisfaction. By identifying the problem early, CRE companies can take steps to prevent it from becoming a costly problem. Challenges of Tracking Provider Performance Across All Properties In Your Portfolio Often, one of the greatest tracking challenges for CRE organizations lies in the diversity of their portfolios. While some properties may conduct satisfaction surveys, others might not. And among those conducting surveys, the tools used to capture data are disparate. The result for CRE organizations: inconsistency and unreliable results that offer no valid measure of comparison for property, asset class, managers, regions, etc. As Thomas Stanchak, Director of Sustainability for Stoneweg US, explains, “The value of our investments is a function of the individual leases with each of the residents that call our communities home, [but prior to using KingsleySurveys], we lacked insight into nearly 70% of our locations for one reason or another.” Like Stoneweg US, many CRE organizations realize they lack a comprehensive tool for goal setting, accountability, and analyzing trends, as well as an industry benchmark to measure performance. And as Thomas adds, “If you lack a benchmark, your KPIs are unilateral, which diminishes the ability to create accountability for the outcomes.” How Tenant Surveys Help Tenant surveys can be a valuable tool to uncover the correlation between your tenants’ satisfaction and your service providers’ performance. By regularly surveying tenants about their satisfaction with the services they receive, CRE companies can gather unbiased data, identify areas where tenants are dissatisfied, and then make changes to improve the situation. Additionally, it can uncover commonalities across your portfolio and highlight the providers that positively (or negatively) impact your property performance. Surveys are not created equal. Anyone can create a survey and broadcast it to defined lists. However, only those that are well-designed will give companies the data they need for impactful decision-making. Therefore, when implementing a survey program, there’s both an art and a science to survey delivery and design, and additional considerations are needed to understand your providers’ performance and its impact on tenant satisfaction and Net Promoter Scores (NPS). 4 Tips for Developing Surveys That Deliver Results Consistency is key: A disorganized survey process with inconsistent questions, survey methods, or delivery means that any insights lack a valid measurement of comparison. Capturing unbiased, consistent data across properties allows CRE professionals to evaluate the portfolio’s true performance properly.  Response rates matter: Capturing data from a broad range of tenants — not just your raving fans — is important. Feedback from a diverse group of tenants will offer a more accurate picture of your tenants’ experience and allow your organizations to understand better where to improve. Use the data to drive investments: The ability to correlate data across questions and understand the root cause of your survey ratings will allow you to make targeted property investments where needed. Whether investing in amenities, ESG efforts, property improvements, or provider services, unbiased data provides data you can depend on to drive improvements. Survey regularly. Don't conduct a tenant survey just once. It’s important to stay connected to your tenants’ experience to properly understand their needs. Plus, by annually surveying your tenants, you can track changes in tenant satisfaction over time. By following these tips, you can use tenant surveys to uncover the correlation between tenant satisfaction and service provider performance and make your properties more attractive to tenants. Need help measuring your provider performance? Talk to our experts about how our industry-specifics surveys and benchmarks can help your CRE organization. Important notes: - Published on: 2023-06-23 15:43:30 - Category: Posts - [CRE Power Plays: How To Actually Maximize Tenant Satisfaction](https://gracehill.com/blog/cre-power-plays-tenant-satisfaction/): Exploring the crucial connection between provider performance and tenant satisfaction.   Commercial real estate (CRE) organizations often struggle to understand the performance of the providers that support their properties and how that performance impacts overall tenant satisfaction levels across the… ------------------------- # Boost Your Career: Why Rental Housing Professionals Should Pursue Credentials > As the rental housing industry continues to grow, so do the opportunities for its professionals. However, individuals must invest in training and credentials to succeed in this field and advance their careers.  By obtaining industry-specific credentials, such as a Certified… Full Content: As the rental housing industry continues to grow, so do the opportunities for its professionals. However, individuals must invest in training and credentials to succeed in this field and advance their careers.  By obtaining industry-specific credentials, such as a Certified Apartment Manager (CAM) or Certified Apartment Portfolio Supervisor (CAPS), rental housing professionals can enhance their skills and knowledge, demonstrate their commitment to the industry, and stand out among their peers.  But the question most people want to understand is, “Why?” and “How?” Do credentials really make a difference?   Industry insiders suggest the answer is a resounding “Yes!” So continue reading to explore why pursuing credentials is crucial for those in the industry and how it can help boost your career. Jump to a Section Why Training and Credentials Matter in the Rental Housing Industry Benefits of Pursuing Certifications for Rental Housing Professionals How To Choose the Right Credential Program for You Why Training and Credentials Matter in the Rental Housing Industry As the industry evolves and becomes more competitive, professionals must stay current with the latest trends and technologies. One way to do this is by pursuing training and credentials. Credentials such as Certified Apartment Manager (CAM), Certified Apartment Maintenance Technician (CAMT), Certified Apartment Leasing Professional (CALP), and Certified Apartment Portfolio Supervisor (CAPS) provide rental housing professionals with the knowledge and skills necessary to succeed in their roles. In addition, these credentials demonstrate a commitment to professionalism and competence. As a result, they can help set you apart from others in the industry. In fact, many property management companies now require or prefer their employees to hold specific credentials. As a result, certification can give you a competitive edge when applying for jobs or seeking promotions within your company. Ultimately, training and credentials help industry professionals stay current with industry best practices, improve their skills and knowledge, and demonstrate their expertise to colleagues and potential employers.  By investing in your professional development, you'll enhance your career prospects and contribute to your company’s overall success. Benefits of Pursuing Certifications for Rental Housing Professionals Industry professionals pursue credentials in their fields for various reasons. While each certification offers unique learning and professional development, some key benefits span each certification program.  The Top 5 Benefits of Pursuing a Credential Professional recognition: When you earn a credential, it demonstrates to your peers, colleagues, and potential employers that you are committed to your profession and have the knowledge and skills to perform at a high level.  Increased earning potential: Many employers offer higher salaries or bonuses for certified employees. Having a credential can make you more competitive in the job market and open up opportunities for advancement. Expanded knowledge and skills: Pursuing credentials requires taking classes and exams, which can deepen your understanding of rental housing operations and best practices. Applying this knowledge and skill to your current role boosts your impact in the workplace and helps you excel. Network with peers: Certification programs often offer opportunities to connect with other industry professionals pursuing credentials. Connecting this way allows you to expand your professional network while also learning from others in your field. Stay up-to-date on industry trends: The rental housing industry is constantly evolving. Credential programs often require you to stay current on industry trends and best practices, and the continuing education helps you stay relevant and informed in your field. Some popular credentials in the rental housing industry include Certified Apartment Portfolio Supervisor (CAPS), Certified Apartment Leasing Professional (CALP), and Certified Apartment Maintenance Technician (CAMT). Each credential focuses on different aspects of industry operations, so you can choose the credential that best matches your job role and career goals. How To Choose the Right Credential Program for You When choosing a credential program, consider cost, time commitment, and the program's reputation. But most importantly, it's essential to consider whether the credential will be relevant and valuable to your current or desired job role. Investing in your career through credentials is an intelligent decision that requires matching your needs to the program.  So how do you choose the credential program that’s right for you? Here are some tips to help you make the right choice: Identify your career goals: What do you want to achieve through certification? Do you want to specialize in property management, leasing, or maintenance? Or do you prefer a broader credential that covers multiple areas? Check for industry recognition: Look for credentials that are widely recognized and respected in the industry. You can check with industry associations and professional organizations for their recommendations. Visto’s credential training includes programs for the National Apartment Association Education Institute’s (NAAEI) elite credentials, such as CAM, CAPS, and CALP. Consider the difficulty level: Some credentials require extensive training and preparation, while others are more basic. Consider your current knowledge and experience to help you select an appropriate credential. Check the costs: Certification programs can range from a few hundred to several thousand dollars. So make sure you understand the costs, including exam fees or ongoing education requirements. Visto provides discounts for NAA members to increase affordability, and some companies offer tuition reimbursement or fully fund fees related to training! Whatever path you consider, do your research before jumping into a program. Evaluate the time commitment: Certification programs can require significant time commitments for training and studying. Take a hard and honest look at your work schedule and personal obligations, and consider your professional and personal bandwidth before committing to a program. Visto helps ease some of those barriers to training by providing all training courses online for you to access 24/7 based on your schedule and availability. Read reviews and testimonials: Look for feedback from others who have pursued the credential you are considering. Read online reviews and testimonials to understand the program's quality and reputation. Remember, investing in your career through credentials can help you stand out in a crowded job market and advance your career in the rental housing industry.  So choose wisely, and you'll reap the rewards for years. Ready to take charge of your rental housing career? Get set to grow with Visto and position yourself for success! Important notes: - Published on: 2023-06-20 16:06:25 - Category: Posts - [Boost Your Career: Why Rental Housing Professionals Should Pursue Credentials](https://gracehill.com/blog/boost-your-career-with-visto-credentials/): As the rental housing industry continues to grow, so do the opportunities for its professionals. However, individuals must invest in training and credentials to succeed in this field and advance their careers.  By obtaining industry-specific credentials, such as a Certified… ------------------------- # Grace Hill Celebrates Juneteenth: Empowering 200 People with Knowledge and Promoting Equity > What is Juneteenth? Juneteenth, also known as Freedom Day, is an annual holiday celebrated on June 19 to commemorate the emancipation of enslaved African Americans. It marks the day the  Union Army General, Gordon Granger, arrived in Galveston, Texas, in… Full Content: What is Juneteenth? Juneteenth, also known as Freedom Day, is an annual holiday celebrated on June 19 to commemorate the emancipation of enslaved African Americans. It marks the day the  Union Army General, Gordon Granger, arrived in Galveston, Texas, in 1865, to announce that the Civil War had ended and enslaved individuals were now free. The Emancipation Proclamation, issued by President Abraham Lincoln on January 1, 1863, declared enslaved people in the Confederate states to be legally free. However, due to the ongoing war and limited Union control, the news and enforcement of this proclamation reached different parts of the country at different times. But on June 19, 1865, General Granger's announcement in Texas brought the news of freedom to the last remaining enslaved people in the United States. This event became known as Juneteenth, combining the words "June" and "nineteenth." Why does Juneteenth matter? Juneteenth is a significant milestone in American history, symbolizing the end of slavery and the beginning of a new era of freedom for African Americans. African American communities have celebrated it since its inception, and in recent years, it has gained broader recognition and observance across the country. Traditionally, Juneteenth celebrations include various activities such as parades, music performances, storytelling, readings of the Emancipation Proclamation, historical reenactments, and community gatherings. It serves as a time for reflection, education, and celebration of African American culture, resilience, and achievements. While early celebrations began in Texas in 1866 and then spread across the South, a growing movement developed over recent years to recognize Juneteenth as a national holiday, acknowledging its historical significance and promoting greater understanding and awareness of the legacy of slavery and the ongoing struggle for racial justice in the United States.  We are honored to celebrate this national holiday at Grace Hill by closing our offices and giving all employees a paid holiday.  Why Juneteenth is important to us. Emancipation and Freedom: Juneteenth marks a significant milestone in American history, symbolizing the end of slavery and the beginning of a new era of freedom. Historical Significance: Juneteenth serves as a reminder of the complex and painful history of slavery in the United States. It highlights the struggles and resilience of African Americans who endured the horrors of enslavement and the ongoing fight for equality and justice. Celebration of Culture: Juneteenth provides an opportunity to celebrate African American culture, heritage, and contributions to American society. It is a time for African Americans to come together, reflect on their shared history, and honor the achievements and progress made despite the obstacles faced. Education and Awareness: Observing Juneteenth encourages education and awareness about the legacy of slavery, racial discrimination, and the ongoing fight for racial justice. It provides an opportunity to learn about the struggles and triumphs and fosters a deeper understanding of the inequalities that persist today. Unity and Community Building: Juneteenth is a time for communities to unite and foster dialogue that serves as a catalyst for conversations about dismantling racism, promoting inclusivity, and working toward a more just society. Recognition and Acknowledgment: The growing recognition and observance of Juneteenth as a national holiday or day of observance is an important step towards acknowledging the history of slavery and its ongoing impact on American society. It demonstrates a commitment to addressing historical injustices and working toward a more equitable future. As we reflect on the significance of Juneteenth and the events leading up to its commemoration, it becomes clear that Juneteenth holds immense significance as a day of remembrance, celebration, and education. In honoring the perseverance and sacrifices of our ancestors, we must also remember that there is still work to be done.  And through our collective efforts, we can work toward a future that honors and upholds the principles of freedom to achieve racial equality and justice for all.  Important notes: - Published on: 2023-06-14 16:16:22 - Category: Posts - [Grace Hill Celebrates Juneteenth: Empowering 200 People with Knowledge and Promoting Equity](https://gracehill.com/blog/celebrating-juneteenth-empowering-people-promoting-equity/): What is Juneteenth? Juneteenth, also known as Freedom Day, is an annual holiday celebrated on June 19 to commemorate the emancipation of enslaved African Americans. It marks the day the  Union Army General, Gordon Granger, arrived in Galveston, Texas, in… ------------------------- # 7 Things To Know About Apartmentalize 2023 > Whether you are attending the National Apartment Association’s Apartmentalize conference for the first time or as a seasoned veteran with many years (or even decades) under your belt, there is always something new to learn about the upcoming event. As… Full Content: Whether you are attending the National Apartment Association’s Apartmentalize conference for the first time or as a seasoned veteran with many years (or even decades) under your belt, there is always something new to learn about the upcoming event. As multifamily’s largest annual event, some things change from year to year, and I have outlined them below.  The Excellence Awards are FREE this year. In the past, this event would come with a cost. You MUST arrive early because the event has a strict cap of 400 people. With this being FREE, as well as a great networking opportunity, you can bet those seats will fill up fast! The Excellence Awards will take place on Wednesday, June 7, from 11 a.m.- noon, so don’t miss this fabulous opportunity to rub elbows with the industry’s top professionals. Maintenance Mania is gone forever! The infamous Maintenance Mania competition is on a farewell tour this year, never to return. This is always a fun event with a rowdy crowd and a great chance for us to support participating friends, colleagues, and companies. If you think professional sports are competitive, you haven’t seen anything yet! Maintenance Mania may be going away forever, but it will be replaced with a new top-secret event that will be unveiled at Friday’s general session with Jason Sudeikis. Safety is a priority. Safety should always be top of mind no matter where you travel. It is recommended that conference attendees remove their name badges outside the convention center. The Atlanta Ambassador Force is also on hand all week to help escort people to events, make recommendations on food and fun, answer questions, and so much more. You can text them directly at (404) 732-4200 for immediate assistance between 7 a.m. and midnight.   The Thursday night Welcome Party has returned. This year's party is going to be bigger and better than in years past. A few highlights to note is that this party will be at Mercedes-Benz Stadium, the official home of the Atlanta Falcons. Falcon cheerleaders will be in attendance, along with their mascot and drumline. You will have access to the field, live music, great food, cold drinks, and meaningful conversation with 10,000 of your closest industry friends. This event is the best opportunity to network with all attendees as it’s the only time everyone will be under the same roof without worrying about attending classes or working a booth. Let’s make the most of this time!  The Impact of Disengagement and Cultivating a New Employee Experience. Don't miss your chance to hear from the industry's top professionals on one of the hottest topics in multifamily. This presentation will be engaging and packed with practical tips featuring panelists Stephanie Anderson, Chiccorra Connor, Paul Marks, and Lissi Daniels. Apartmentalize is a must-attend event, and we're thrilled Stephanie will be representing us. Mark your calendars for Wednesday, June 7, at 1:20 p.m. Combat challenges with new solutions. The exhibition hall is the best way to connect with suppliers, hear about the latest and greatest in multifamily solutions, and explore new partnerships. We invite you to visit us at Booths #3005 and #1704. And don’t forget to check out Visto at NAA’s main booth to set up your free account and spin the prize wheel. Remember, the trade show floor is huge, so don’t forget to pack your comfortable shoes.  Resources at your fingertips. Download the Apartmentalize app ahead of time and plan your schedule right in the app using MyPlanner. There is so much information available on the app, including connecting with other attendees, a full schedule of education events, and reminders for when things like the Exposition Hall open to attendees (Click Here to Download). And join NAA on Wednesday, May 31, at 3:30 p.m. for a 40-minute webinar to prepare attendees to make the most out of their experience!  As many of you know, this conference has so much to offer and a lot of moving parts. This list is only a portion of the events to note for this year. Please continue to follow NAA on social media, as they will share the most updated information to ensure you have a successful conference! Important notes: - Published on: 2023-05-31 11:24:59 - Category: Posts - [7 Things To Know About Apartmentalize 2023](https://gracehill.com/blog/7-things-to-know-about-apartmentalize-2023/): Whether you are attending the National Apartment Association’s Apartmentalize conference for the first time or as a seasoned veteran with many years (or even decades) under your belt, there is always something new to learn about the upcoming event. As… ------------------------- # Beyond Tokenism: 5 Ways Organizations Can Create Real Inclusivity for LGBTQ+ Employees > Growing up, I always knew I was different. I struggled with my gender identity, feeling like I was constantly playing a role that didn't quite fit. It took me over 30 years to realize I was non-binary, and discovering the… Full Content: Growing up, I always knew I was different. I struggled with my gender identity, feeling like I was constantly playing a role that didn't quite fit. It took me over 30 years to realize I was non-binary, and discovering the language and community that allowed me to explore my identity has been life-changing. As a non-binary, queer individual, I understand the importance of feeling accepted, supported, and valued, not just in my personal life but also in the workplace. That's why I chose to work at Grace Hill, a company that values diversity and boasts a diverse group of employees with half of my team identifying as queer. I appreciate their openness to improvement and commitment to fostering a safe and inclusive environment for all employees, particularly those in the LGBTQ+ community. In this article, I want to share my thoughts on 5 ways companies can create a truly inclusive environment and describe the impact I plan to make at Grace Hill. Education and Awareness: Provide resources and training for employees to strengthen their understanding of the LGBTQ+ community, pronouns, and related issues. This helps create an empathetic and supportive work environment. Inclusive Policies: Implement policies that cover gender-affirming medical procedures, allow employees to change their name and gender marker on company records without legal documentation, and provide gender-neutral restrooms. Employee Resource Groups (ERGs): Establish and encourage participation in ERGs for LGBTQ+ employees and allies, providing safe spaces for sharing experiences, networking, and receiving support. Celebrate Diversity: Organize company-wide events, guest speakers, or workshops that highlight the importance of diversity and inclusion, fostering a sense of community and belonging among employees. Relocation Aid: Offer assistance to employees who need to relocate to safer states or regions as anti-trans measures continue to be introduced. As a proud team member at Grace Hill, I plan to make an impact by making suggestions for improving inclusivity at Grace Hill and  within our solutions.  I am grateful for Grace Hill’s dedication to creating a supportive work environment where all employees can thrive. By sharing my insights and ideas  to advocate for more inclusive practices, I can contribute to our culture and foster a supportive work environment for all. Members of the LGBTQ+ community don’t want special treatment; we simply want to live and work in a safe and inclusive environment. By prioritizing inclusivity through meaningful actions, companies can create an environment that attracts and retains diverse talent, helps reduce discrimination and harassment, and ultimately leads to greater innovation and success. My journey as a non-binary, queer individual has been challenging, but it has also been incredibly rewarding. As I continue to explore my identity and navigate the complexities of being myself in a world that often struggles to accept differences, I hope that sharing my experiences can contribute to fostering more inclusive workplaces and societies for everyone, regardless of gender identity or sexual orientation. Want to improve the diversity and inclusion efforts in your organization? Contact Grace Hill to learn how we can help! Important notes: - Published on: 2023-05-30 11:15:35 - Category: Posts - [Beyond Tokenism: 5 Ways Organizations Can Create Real Inclusivity for LGBTQ+ Employees](https://gracehill.com/blog/beyond-tokenism-ways-organizations-can-create-lgbtq-inclusivity/): Growing up, I always knew I was different. I struggled with my gender identity, feeling like I was constantly playing a role that didn't quite fit. It took me over 30 years to realize I was non-binary, and discovering the… ------------------------- # Intersectionality, Ableism, and Breaking the Glass Ceiling > People are complex, with multi-faceted attributes that make up who they are. Disability is included in this, but disability is also just one part of a person’s identity — a part that plays a role in shaping who they are… Full Content: People are complex, with multi-faceted attributes that make up who they are. Disability is included in this, but disability is also just one part of a person’s identity — a part that plays a role in shaping who they are but does not by any means define them solely. “Why do we see disability differently from any other aspects of being human?” - Judith Heumann, a pioneer in the disability rights movement. Recognizing the relationships that exist between disability, intersectionality, and the glass ceilings that have yet to be broken in multifamily are important concepts to understand in the context of creating a more inclusive society and workplace. Jump to a Section What is Intersectionality? Ableism as a Barrier The Key to Mutual Success Work to Disable Ableism! About the Author What is Intersectionality? Intersectionality describes how a person's many marginalized identities work together to impact their life. An example of this is if someone is middle class, a person of color, disabled, and a woman, this combination of factors shapes a person’s life experiences. Intersectional theory asserts that people are often disadvantaged by many factors of oppression, such as racism, sexism, ableism, and others. They intersect and interact with each other to create unique experiences of discrimination and disadvantage for people who hold multiple marginalized identities. In the context of disability, this means recognizing that people with disabilities often face not only discrimination based on their disability but also discrimination based on their race, gender, sexual orientation, or other identities. Unfortunately, the multifamily industry is not immune to these prejudices, and the only way to combat them is to discuss them openly. Intersectionality is a term coined by Kimberlé Crenshaw. She is famous for saying, “If you see inequality as a ‘THEM’ problem or as an unfortunate ‘OTHER’ problem, that is a problem.” The term “breaking the glass ceiling” has traditionally referred to the act of breaking through barriers that have prevented people from marginalized groups (in this case, people with disabilities) from achieving positions of power, influence, or esteem in various industries, fields, or social structures. This includes barriers in the workplace, politics, or other areas of society, but it also can include micro-level inequities in family hierarchies, local communities, and even the places they call home. When we think about disability, intersectionality, and breaking glass ceilings together in multifamily, we are acknowledging the unique challenges faced by people with disabilities who are also members of other marginalized groups, and we recognize the importance of creating opportunities for them to break through these barriers and achieve success in their lives. This means working to address the inequities of disability discrimination and create more inclusive environments and universal design infrastructures where people with disabilities can fully participate, thrive, and have a true sense of belonging. Ableism as a Barrier My layers of intersection have led me down the path of both privilege and discrimination over the last 15 years. I have built a successful career in multifamily, where, ultimately, I found a place of belonging as a woman with a disability that could get the job done. But this didn't come easy. In fact, one of the first meetings I had in this industry was held on a grass lawn in front of a leasing office. Because they had been sued, the team didn't allow people in wheelchairs on their property; this was a hard day for me as a young woman making her way in a new industry and excited to put in the work to grow her career. This was a day I was not seen for who I am as a multifaceted person who also happens to be disabled and living life from a wheelchair. This was, and still today, is ableism. Ableism is the greatest barrier facing people with disabilities in our world today. It is everywhere we turn. It's so ingrained in our society’s way of thinking that it's often overlooked, goes unnoticed, or missed altogether, even by those of us that are meant to be the guardians of inclusion. Ableism is born out of bias, stigma, and fear and leads to the exclusion of people with disabilities from the resources and opportunities they need to succeed in life. It promotes the invisibility of the many layers of who we are as humans, and it can often lead to being seen as mere objects, as wheelchairs rather than seen as people. Ableism In multifamily, ableism can be intertwined in the feelings or programs meant to dismantle it: Section 8, fair/affordable housing, low-income, HUD, and the ADA. It can be evoked in terms meant to describe it, such as accommodation, accessibility, modification, or adjustment. It is important to recognize this. It is important to talk and communicate about this. And most importantly, it is important to change this. 26% of people have a disability (1 in 4 Americans), yet it’s estimated that less than 6% of the national housing supply is designed to be accessible.   Many states offer low-interest, long-term deferred-payment loans for new construction, rehabilitation, and preservation of permanent and transitional rental housing for lower-income households. The federal Low-Income Housing Tax Credit (LIHTC) program has been a significant source of new multifamily housing for a quarter century, producing more than 2 million units of affordable rental housing since 1987. Yet, a majority of the opportunity for accommodation remains on the individual property developer or development group. Laws such as the ADA that Judy Heuman advocated for so many years ago created equitable avenues of freedom for the 61 million Americans in the U.S. living with a disability. ADA and other laws like it should not be feared under an ableist way of thinking but rather lifted up, advanced, and utilized as the powerful tools they are! These tools and freedoms give us access to education, opportunities and resources, work, and housing that works for each of us, in the way each of us needs, as we change and grow (and become disabled) over our lifetime. It's hard enough to accept ourselves for who we are today and then add in the many layers and challenges that come from being disabled, where a disabled body is considered inferior to an able-bodied one. It becomes easy to see that the intersections that make up our identities will be both empowering and oppressing depending on the situation we find ourselves in. And as we try to make our way in our careers and lives, we need to keep this in mind. The Key to Mutual Success The key to our mutual success in this world is to lift up the things we may doubt about ourselves and others. When we lift up our differences as values rather than limitations by learning to accept these differences, limitations, and doubts for what they are and acknowledge their existence, we will then be able to figure out how to adapt by discovering what is needed to overcome them. This process takes true reflection. It takes considerations for what is extravagant vs. necessary and reveals our wants vs. our needs. The key is to find solutions and paths that empower us and help us feel valued, respected, dignified, and heard. In this, we need to accept that there is give and take in every solution, and in doing this, we will create equitable opportunities for all of us. The biggest challenges for people living with disabilities today are the stigmas, bias, and ableism that they face. Without recognizing ableism and its effects, we will never fully understand what inclusion, accessibility, and equity mean for every diversity. Work To Disable Ableism! Open your minds to the disability perspective as it is generally missing from society, the workplace, and any conversation today. Ask yourselves what it looks like when we put ourselves in another’s shoes or wheels and shift what is perceived as possible by turning off and disabling ableism. Differences are okay. The important thing is that we don't favor one over the other but celebrate each of us for our uniqueness. No matter what shape or size we come in, when we disable ableism, we truly begin to see people for people and accept our differences as valuable attributes that we can leverage in the workplace, bringing a broader outlook to our world by expanding possibilities for all. About the Author Alycia Anderson is an international TEDx motivational speaker, CEO, inclusion champion, advocate, DEI & accessibility changemaker, podcaster (Pushing Forward with Alycia,coming Spring 2023), a former VP of a Multifamily SaaS technology company, and a believer in possible. Alycia holds a European master’s degree in Adapted Physical Activity, emphasizing the benefits, practices, and principles of inclusion. She is a tennis player, cyclist, identical twin, and has been a wheelchair user since birth. Alycia shares her journey globally to help companies and organizations understand the true benefits inherent to building a diverse, inclusive, and accessible workplace and society. Shining light on how our diversities are core to the qualities that make each of us uniquely qualified and able in life. Alycia's authenticity and charisma draw others to her, and she naturally connects with them to inspire, mentor, champion, and support. Alycia right sizes everyday obstacles to open minds to a world of possibility — "And that's how she rolls!" Alycia has spoken for Abercrombie & Fitch Co., eHarmony, Hyatt, AAA, AbbVie, Sodexo, Arizona State University, National Apartment Association, and Burlington Stores and been featured in an AT&T commercial, the Los Angeles Times, Chicago Tribune, and the Orange County Register. She's also been a guest on the Leeza Gibbons Show, spotlighted on CBS news, and featured on the covers of Living Low and New Mobility Magazines. The Alycia Anderson Company, LLC All rights reserved. Important notes: - Published on: 2023-05-22 11:00:36 - Category: Posts - [Intersectionality, Ableism, and Breaking the Glass Ceiling](https://gracehill.com/blog/intersectionality-ableism-and-breaking-the-glass-ceiling/): People are complex, with multi-faceted attributes that make up who they are. Disability is included in this, but disability is also just one part of a person’s identity — a part that plays a role in shaping who they are… ------------------------- # Recognizing Excellence in Real Estate Performance > Everyone likes to be appreciated for a job well done– CRE firms included. When you work hard and outperform your peers, it feels good to be recognized. But beyond the glow of positive feedback, industry recognition can yield a range… Full Content: Everyone likes to be appreciated for a job well done– CRE firms included. When you work hard and outperform your peers, it feels good to be recognized. But beyond the glow of positive feedback, industry recognition can yield a range of benefits for organizations. This is true across most industries, but awards can be especially valuable for firms in competitive industries like commercial real estate (CRE), where companies fight daily to attract and retain employees and clients while also focusing on growing market share.  Building Industry Reputation Most directly, industry awards can help raise a firm's visibility to potential clients and business partners, expanding awareness beyond the reach of regular marketing. Peer recognition also helps build credibility that the firm can be trusted – particularly as it relates to winning new clients and business partners who may be unaware of the firm or its offerings. This is especially the case when the award is for broad achievements such as “Best Managed” or “Best Company of the Year.” But awards can also expand brand awareness if a CRE company is recognized for best-in-class sustainability efforts or if a brokerage firm is acknowledged for its excellence in marketing. Often prestige buildings will prominently display LEED certification plaques awarded by the US Green Building Council. In short, industry awards serve as impartial vetting that can help build or burnish a firm’s standing in the industry. Also, most professionals are aware that the accolades are not awarded in a vacuum. Firms generally must apply for these awards and invest resources to not only conduct the activity being evaluated but also document their success. Thus, just being in the contest signals a firm’s ambitions and attention to quality. Prominent examples include the Urban Land Institute's “Awards for Excellence” and the “Developer of the Year Award” from the National Association of Industrial and Office Properties. In this way, competing for and winning awards can help attract new clients and complement the firm’s marketing efforts to grow sales, secure financing, or achieve other business objectives that depend on having a strong industry reputation – all of which can ultimately improve the firm’s bottom line. The War for Talent Another major reason to actively pursue industry awards is that it bolsters the firm’s reputation as a positive work environment for current and prospective employees. Even with economic uncertainty, labor markets are historically tight – especially for top talent. Winning prestigious industry awards can foster a sense of pride among employees and help retain top talent. Securing an industry award can also raise the firm’s visibility and reputation outside the organization, which can help recruit new talent. Today’s workforce increasingly wants to not only feel good about where they work, but they also want to know that their employer will offer challenging opportunities to learn and strive – and have fun. Leading firms should pursue industry awards that demonstrate these traits. Of course, winning awards – even the most highly regarded honors – doesn’t, by itself, guarantee the firm will be able to attract the desired talent or win new clients. But in a competitive landscape, firms need to avail themselves of every potential advantage. 3rd Party Recognition Awards are viewed as different from reputation ratings on social media. Almost as soon as rating systems and websites launched, some companies learned how to game the system, or at least tip the scales in their favor.  A whole industry of consultants arose to help in this effort, to the point where there is now broad suspicion about the reliability of many “pay for play” ratings, undermining their very purpose. By contrast, established industry award programs promote integrity through transparency and objective standards. In many, the ratings are based on precise point systems. Firms certainly can strategize about how to achieve required scores most efficiently, but the best industry programs are clear about how they rate firms and explain their rationale. The Kingsley Excellence Awards As the recipient of many awards over the years, Grace Hill appreciates the significance of industry recognition.  In the last two years, Grace Hill has been a “Silver Stevie Winner” from the American Business Awards (for medium-sized Real Estate Company of the Year) and a “Top 10 Commercial Real Estate Solutions Provider” by Proptech Outlook.  Plus, they were named among the “Best Places to Work” by the National Apartment Association. Knowing the importance of awards for their own business, Grace Hill expanded the Kingsley Excellence Awards to recognize the properties and organizations that have exceptional tenant or resident overall satisfaction. The awards are based on the Kingsley Index, Grace Hill’s proprietary performance benchmarking database used to level-set, compare, and track property performance against industry standards. With separate awards for the multifamily industry, Grace Hill recognizes individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlights their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club award. Plus, The Elite 5 distinction further recognizes the top CRE companies with the highest overall tenant satisfaction scores across their portfolio. Because Grace Hill is also committed to making a positive corporate and community-based impact, they recently created the Impact Hero Awards Program to recognize individuals at Grace Hill client companies who go above and beyond to help others and make a difference in their local community. You can read more about the program and see the 2022 winners. The Bottom Line In the increasingly competitive commercial real estate market, companies need to do everything possible to attract and retain tenants, employees, and clients.  Earning industry awards is an area that has shown to make an impact. Having a strong reputation and positive stakeholder relationships are essential in this industry, and striving to earn third-party recognition can help support both of those important goals. Important notes: - Published on: 2023-05-17 14:50:51 - Category: Posts - [Recognizing Excellence in Real Estate Performance](https://gracehill.com/blog/recognizing-excellence-in-real-estate-performance/): Everyone likes to be appreciated for a job well done– CRE firms included. When you work hard and outperform your peers, it feels good to be recognized. But beyond the glow of positive feedback, industry recognition can yield a range… ------------------------- # Grace Hill Wins Big at 2023 Stevie Awards > Grace Hill is proud to announce the company was the recipient of not one, not two, but three 2023 Stevie Awards including Company of the Year, Marketing Team of the Year, and Corporate Social Responsibility Program of the Year. Created… Full Content: Grace Hill is proud to announce the company was the recipient of not one, not two, but three 2023 Stevie Awards including Company of the Year, Marketing Team of the Year, and Corporate Social Responsibility Program of the Year. Created in 2002, the Stevie Awards are one of the leading and most-coveted awards for businesses, recognizing the achievements and contributions of companies across the United States and the world. More than 1,000 companies and people vie for the awards each year. We thank the awards committees for recognizing our efforts, as well as the amazing teams at Grace Hill for doing the work that is elevating the real estate industry and its professionals. This year we were awarded: 2023 Real Estate Company of the Year - Silver Stevie Award The Company of the Year award recognizes overall achievement in marketing, sales, manufacturing, management, and innovation. Grace Hill’s continued growth in 2022 exemplifies our commitment to being the leader in real estate talent and performance. Judges mentioned the contributions Grace Hill has made, stating they were “impressed with Grace Hill's innovative approach to providing high-quality education and training services for the real estate industry.” They also commended Grace Hill for innovation and for its “people-first” attitude. After all, we love this stuff. 2023 Marketing Team of the Year - Silver Stevie Award Led by CMO Traci Johnson, the marketing team has been able to significantly move the needle in year over year performance, fueling growth at Grace Hill. The judges for this category stated that Grace Hill’s marketing team exhibited “result-oriented planning, execution and integration” and found the contribution by the team to be “impressive and exceptional.” 2023 Corporate Social Responsibility Program of the Year - Bronze Stevie Award This award is designed to recognize those companies that make a positive contribution to society and their communities. The judges were impressed with Grace Hill’s launch of the first annual Impact Hero Awards and the “better together” messaging. They commended the company for its recognition of those who give back and sharing their stories, calling the program “an act worthy of commendation.” This award recognizes individuals at Grace Hill client companies who go above and beyond to help others and make a difference in their local communities.  Important notes: - Published on: 2023-05-17 11:08:40 - Category: Posts - [Grace Hill Wins Big at 2023 Stevie Awards](https://gracehill.com/blog/grace-hill-wins-big-at-stevie-awards/): Grace Hill is proud to announce the company was the recipient of not one, not two, but three 2023 Stevie Awards including Company of the Year, Marketing Team of the Year, and Corporate Social Responsibility Program of the Year. Created… ------------------------- # Knowledge Is Power: Learn How To Drive Satisfaction, Deliver Results > Why Resident Surveys Are Essential for Creating a Thriving Community   As a property manager, it's essential to maintain a positive relationship with your residents. And one way to do that is by conducting multifamily resident surveys. Surveys offer valuable… Full Content: Why Resident Surveys Are Essential for Creating a Thriving Community   As a property manager, it's essential to maintain a positive relationship with your residents. And one way to do that is by conducting multifamily resident surveys. Surveys offer valuable insight into resident satisfaction, highlight areas of preference and concern, and build trust. Unfortunately, in the busyness of daily operations, property managers often overlook (or dismiss) the tremendous value surveys deliver, not fully understanding how a well-crafted and timed survey can help prioritize projects, build efficiencies, and deliver results. By collecting and analyzing this feedback, property managers can make informed decisions to better meet the needs of their residents. It's a win-win situation for both parties; residents feel heard and valued, while property managers can improve their operations and increase resident retention. Jump to a Section Top 4 Benefits of Resident Satisfaction Surveys Improve Resident Satisfaction Identify Areas for Improvement Build Resident Trust and Loyalty Gather Feedback on New Initiatives Tips for a Successful Resident Survey Top 4 Tips for Conducting a Successful Multifamily Survey   Top 4 Benefits of Resident Satisfaction Surveys While there are many benefits to conducting multifamily resident surveys, the top 4 benefits include the following: #1: Improve Resident Satisfaction Conducting surveys for multifamily residents can help improve resident satisfaction. By identifying recurring themes, you can prioritize areas where you'll have the most significant impact. Take Action: For instance, if you discover that residents are dissatisfied with the property's cleanliness, you can swiftly implement a new cleaning schedule or hire additional cleaning staff to address the issue. #2: Identify Areas for Improvement Resident surveys allow you to gain valuable insight into areas where your property can be improved. This kind of information can be incredibly valuable, as it enables you to identify and address areas of concern before they become larger problems. As a result, you can create a more positive living experience for your residents and improve overall satisfaction levels. Take Action: For example, if residents are not using the community center, you can offer new programs or activities to attract more residents. #3: Build Resident Trust and Loyalty Surveys are an excellent way to build relationships with residents. By seeking residents’ opinions and feedback — and making changes, where possible, based on their input — you demonstrate that you value the input of those who live in the community. It fosters a sense of ownership among residents. And as they feel appreciated and respected, it creates a more engaged community. It’s a simple, but impactful, step in the feedback loop that can lead to a more positive and supportive community environment. #4: Gather Feedback on New Initiatives Before you implement a new initiative, such as a rent increase or a new pet policy, it is a good idea to survey residents to get their feedback. Doing so will help ensure that the new initiative is well-received and does not negatively impact resident satisfaction. Collecting feedback in advance of new initiatives also demonstrates to residents that their opinions are considered and their voices heard. Tips for a Successful Resident Survey Understanding the benefits of conducting resident satisfaction surveys is an essential first step. But it’s equally important to realize that not all surveys are created equal. You’ve likely been on the receiving end of a poorly written, poorly constructed, and ill-timed survey. Getting the responses you need — the data you require — for impactful decision-making requires more than just adding words to a page. It’s both an art and a science. To ensure a successful multifamily resident survey, below are the top 4 tips you should remember. Top 4 Tips for Conducting a Successful Multifamily Resident Survey: Make it easy: Rule Number One: Make it easy for residents to participate! The survey should be easy to complete and available in multiple formats, such as online, paper, and over the phone. By making the survey more accessible to everyone, you can ensure that you receive a diverse range of responses that accurately reflect the experiences and opinions of your residents. Ask the right questions: The survey should ask targeted questions that are relevant to residents and will help you collect the information you need. By asking the right questions, you can gain valuable insights into the areas where your community excels and where improvements are needed. Analyze the results: Once you have collected the survey results, you need to analyze them carefully to identify trends and patterns. Analyzing results is a critical step that allows you to gain a deeper understanding of the needs and preferences of your residents and helps you make informed decisions to enhance your community’s quality of life. Take action: Nothing is worse than being surveyed and then dismissed in the follow-up. People want to be heard, and generally, they will be more understanding about why something can’t change when it’s coupled with sound rationale around “why.” While you will never be able to make everyone happy, taking action where possible is important. Specific to your community’s feedback, make property improvements and address the needs of residents. Multifamily resident satisfaction surveys are a valuable tool for property managers to gather feedback from their residents and are a crucial step in creating a strong and thriving community.  By gathering feedback directly from residents, property managers can gain valuable insights into what works well and where improvements are necessary. Doing so not only leads to happier residents but also allows for more efficient and effective management of properties.  Property managers can create a community residents are proud to call home by prioritizing resident satisfaction and consistently seeking feedback. Need help ensuring your resident surveys hit the right mark? Contact our Grace Hill experts to learn how resident surveys can drive satisfaction and deliver results! Important notes: - Published on: 2023-05-11 16:17:36 - Category: Posts - [Knowledge Is Power: Learn How To Drive Satisfaction, Deliver Results](https://gracehill.com/blog/knowledge-is-power-resident-surveys/): Why Resident Surveys Are Essential for Creating a Thriving Community   As a property manager, it's essential to maintain a positive relationship with your residents. And one way to do that is by conducting multifamily resident surveys. Surveys offer valuable… ------------------------- # Leveraging Tenant and Stakeholder Engagement to Improve Building Sustainability > In a recent blog, Grace Hill highlighted the challenges of retaining and attracting tenants in today’s increasingly competitive office market. Tenants now prioritize the health and safety of their workplace and can be more selective of their building because there… Full Content: In a recent blog, Grace Hill highlighted the challenges of retaining and attracting tenants in today’s increasingly competitive office market. Tenants now prioritize the health and safety of their workplace and can be more selective of their building because there is so much empty space available. In this environment, owners can gain a crucial market advantage by improving the environmental, social, and governance (ESG) credentials of their buildings. High ESG scores help tenants demonstrate to their employees that they care about their welfare — and signal their corporate values to clients and other stakeholders as part of their brand strategy. In short, ESG ratings are becoming a vital differentiator for leasing commercial buildings. But improving a building’s ESG score can be expensive and time-consuming, requiring renovations to the building systems and structure, as well as costly new equipment. So, what can owners do right now — quickly and economically — to enhance their scores? Tenant engagement programs can yield meaningful results. Managers of all commercial buildings can make an impact by working with their tenants to improve building sustainability. Engagement Programs Directly Boost Sustainability Scores One obvious reason for developing and implementing a tenant engagement program is that the leading sustainability assessment systems award points for these efforts, producing higher ESG scores. For example, the U.S. Green Building Council (USGBC) administers the LEED program, the world's most widely used green building rating system. The program for existing buildings is called Building Operations and Maintenance, or LEED O + M. In addition to awarding a point for conducting an Occupant Comfort Survey, the program asks building managers to describe the “education and guidance to encourage tenants to comply” with “the procedures, strategies, and best management practices to be used to achieve the goals.” Tenant engagement is an essential element. The GRESB Real Estate Assessment system — the leading program for evaluating the broader range of environmental, social, and governance efforts — places even greater emphasis on working with building occupants and other stakeholders such as employees and suppliers. Stakeholder Engagement accounts for 33% of the possible points on the Management Component and 21% on the Development Component, while the Tenants & Community aspect accounts for 16% of the possible points on the Performance Component. Operating buildings are evaluated with the Management and Performance Components, while development projects are evaluated with the Management and Development Components. In summary, the combined Stakeholder Engagement and Tenants & Community aspects account for 21% of the possible points for operating buildings; the Stakeholder Engagement aspects of the Management and Performance Components combine for 25% of the possible points for development projects. In addition, ESG rating programs require lots of data about building operations, much of it under tenant control. Tenant engagement programs can help owners collect data needed for comprehensive sustainability reporting. Tenant Engagement Improves Sustainability Efforts The importance of engaging with tenants goes well beyond the points that building owners achieve on their LEED or GRESB assessments. Sustainability efforts must inevitably start at the top, and building management must set the tone and expectations. But a robust engagement program can raise tenant awareness about the environmental impact of their behavior and the benefits of adopting sustainable practices. Often, simply raising awareness is enough to motivate tenants to take ownership of building-wide sustainability initiatives and act more responsibly. Further, tenant engagement programs can encourage tenants to act more sustainably to reduce their own environmental impact. This may include educating tenants on industry best practices for how tenants make more sustainable decisions to minimize recyclable waste and cut energy and water consumption. Financial incentives can foster collaboration between building owners and tenants. For example, owners can offer to share any cost savings realized via the tenant's actions. Over time, these programs will help build a more sustainable culture that becomes self-reinforcing. By involving tenants in sustainability initiatives and promoting sustainable behaviors, building owners can create a sense of community and shared responsibility for environmental and social initiatives, thereby making it easier for people to make appropriate choices. Finally, as the ones who use the building on a daily basis, tenants can help identify and implement sustainability initiatives that will work best and find opportunities for improvement. Indeed, the LEED O + M program manual notes that “as the team is drafting and implementing a new building policy, for example, an approach that draws on the expertise of all project stakeholders—owner, occupant, engineers, facilities managers, financial managers, contractor—may reveal innovative solutions.” Tenant and stakeholder surveys can be an effective method for surfacing innovative options. In all of these ways, tenant engagement programs can help owners improve building sustainability ratings with relatively modest investments compared to the cost of renovations and new building systems. These programs can also demonstrate a building owner's commitment to sustainability to investors, regulators, and other stakeholders — and ultimately help attract tenants. Do you want to know more about tenant engagement programs? Talk to a KingsleySurveys CRE expert today. Important notes: - Published on: 2023-04-10 19:30:31 - Category: Posts - [Leveraging Tenant and Stakeholder Engagement to Improve Building Sustainability](https://gracehill.com/blog/leveraging-tenant-stakeholder-engagement-improve-building-sustainability/): In a recent blog, Grace Hill highlighted the challenges of retaining and attracting tenants in today’s increasingly competitive office market. Tenants now prioritize the health and safety of their workplace and can be more selective of their building because there… ------------------------- # Assistance Animals: 4 Things Every Multifamily Operator Should Know > April is Fair Housing Month, prompting reflection on reasonable accommodations for multifamily residents, such as providing a designated accessible parking space or permitting an assistance animal request. Assistance animals are specially trained to assist people with disabilities with mobility, navigation,… Full Content: April is Fair Housing Month, prompting reflection on reasonable accommodations for multifamily residents, such as providing a designated accessible parking space or permitting an assistance animal request. Assistance animals are specially trained to assist people with disabilities with mobility, navigation, hearing, emotional support, and medical conditions.  Unlike pets, which are kept for companionship, assistance animals have legal protections under the Americans with Disabilities Act (ADA) and are allowed to accompany their owners in public places and on transportation. In addition, the Fair Housing Act (FHA) gives disabled residents the right to request reasonable accommodations for both service and support animals. To learn more about service animals’ role in multifamily housing and how to accommodate them, we spoke to Victoria Cowart, Director of Education and Outreach at PetScreening, a virtual screening platform that standardizes risk assessment for pets and processes assistant animal accommodations. Below we outline four key takeaways Cowart believes every multifamily operator should know about assistance animals. 4 Things Multifamily Operators Should Know About Assistance Animals Handling assistance animals requires the utmost confidentiality. You may encounter confusion from residents without assistance animals. Using a screening partner can demystify assistance animals for you. Accommodating assistance animals makes a difference in a residents' life. 1. Handling assistance animals requires the utmost confidentiality. Multifamily teams must maintain strict confidentiality regarding information about a person's disability and their service animal, as it is considered private medical information. Violating this confidentiality is a breach of the ADA and Health Insurance Portability and Accountability Act (HIPAA). Cowart’s advice is to never divulge any information about an assistance animal arrangement to other residents. When in doubt, counsel with an attorney or a platform designed to handle these accommodations.  2. You may encounter confusion from residents without assistance animals. Assistance animal accommodations are confidential, and residents may be frustrated if they don't understand why someone is allowed to have an animal not covered by community pet policies. Cowart reminds us that divulging any information about a service animal is inappropriate. In response, it's best to provide a brief statement. Below is an example: “I appreciate you communicating your concerns with me. However, not every concern can be answered. If you think there is a violation within the community, I will look into it and address it, if appropriate.”   3. Using a screening partner can demystify assistance animals for you. Housing portfolios often lack an airtight process for handling assistance animal accommodations, leaving them vulnerable to discrimination suits and fraudulent requests. A screening partner like PetScreening helps multifamily operators navigate all things pets and assistance animals.  PetScreening offers free screening services for assistance animals, verifying digital profiles and documents for compliance. PetScreening ensures confidentiality, providing management access to HIPAA-level documentation. PetScreening also offers education through "You Bet Your Assets! What You Need To Know About Emotional Support Animals and More!”, which includes a workshop, workbook, and live Q&A session. 4. Accommodating assistance animals makes a difference in residents' lives. Accommodating assistance animals makes a huge difference in the lives of residents with disabilities and is one of the best ways to help people with disabilities live comfortably and independently.   “We have the ability as an industry to help our residents enjoy an enhanced ability to function and, by extension, an enhanced quality of life,” Cowart says.   This month, take time to make housing more equitable for everyone by revisiting assistance animal policies and ensuring their compliance with the Fair Housing Act.  Request a demo from Grace Hill to learn more about how we can assist with compliance and enhance your property's performance. Important notes: - Published on: 2023-04-03 18:54:54 - Category: Posts - [Assistance Animals: 4 Things Every Multifamily Operator Should Know](https://gracehill.com/blog/assistance-animals-what-every-multifamily-operator-should-know/): April is Fair Housing Month, prompting reflection on reasonable accommodations for multifamily residents, such as providing a designated accessible parking space or permitting an assistance animal request. Assistance animals are specially trained to assist people with disabilities with mobility, navigation,… ------------------------- # 5 Ways To Support Women in Multifamily > Whether they are property managers, C-suite executives, or investors, women bring unique perspectives and skills to multifamily workplaces. Even so, women face numerous challenges, like gender bias, harassment, and discrimination. If we break down these barriers, the multifamily industry can… Full Content: Whether they are property managers, C-suite executives, or investors, women bring unique perspectives and skills to multifamily workplaces. Even so, women face numerous challenges, like gender bias, harassment, and discrimination. If we break down these barriers, the multifamily industry can become more equitable and prosperous. Keep reading to uncover five ways to support women working in the multifamily industry. 5 Ways To Support Women In The Multifamily Industry Promote Pay Transparency Offer Mentoring And Sponsorship Provide Opportunities For Growth Incorporate Flexibility Open The Lines Of Communication 1. Promote Pay Transparency The gender pay gap is real, and it hasn’t changed much in 20 years. In 2022, women earned 82% of what men earned in 2022, compared to 80% of men’s wages in 2002.  Pay transparency is crucial to closing the gender pay gap. Without it, women can’t advocate for fair compensation and miss out on leadership roles.  Foster pay transparency at work by: Having transparent conversations about pay rates. Discussing compensation early in the recruiting process.  Reviewing pay policies for clarity.  2. Offer Mentoring And Sponsorship Mentoring and sponsorship are vital for women's career growth. Mentors provide guidance, while sponsors use their influence to advance another’s career. Kristi Fickert, Vice President of Enterprise Growth, Realync, recognizes the importance of mentorship. Her top career tip: Use your knowledge and expertise to make things easier for those who come behind you. Mentorship and sponsorship are powerful for a woman’s career. Consider founding a mentorship or sponsorship program at your multifamily business. 3. Provide Opportunities For Growth Did you know that for every 100 men promoted to leadership positions, only 87 women are promoted to leadership roles? This number drops to 82 for women of color.  A lack of leadership opportunities motivates women to leave for better options. Two female directors leave for every one promoted to a higher position. Growth opportunities are vital for retaining female employees. Consider implementing:  Ongoing training opportunities. Attendance at industry events.  Cross-functional collaboration among teams. 4. Incorporate Flexibility Flexibility is one pandemic-era perk that shouldn't be lost in the post-pandemic world. As primary caregivers, women look for flexible working hours in their ideal job more often than men. Kara Rice, Chief Communications Officer, Swift Bunny, credits her illustrious career to flexible employers: “Building a professional life that accommodates your personal life and vice versa [is important]...I could not have done it without bosses [and] coworkers…who were supportive of that overlap.”   To promote flexibility for employees, try: Providing remote work options.  Allowing flexibility in scheduled hours.  Granting paid time off for caregiving.  5. Open The Lines Of Communication Open communication is vital for inclusive workplaces. Multifamily companies that welcome feedback and concerns help employees build better relationships and feel happier at work. Effective communication enables teams to address conflicts, such as harassment and discrimination, with confidence that the matter will be handled correctly. Being transparent with teams about critical decisions is an excellent way to foster open communication. You can also elicit feedback in 1-to-1 meetings and employee focus groups. An inclusive, equitable, and supportive multifamily industry benefits everyone. Adopt these strategies, and you’ll certainly see positive changes in your company culture over time. Grace Hill helps create equitable workplaces for women. Request a demo today for employee training solutions that foster inclusivity. Important notes: - Published on: 2023-03-22 09:00:05 - Category: Posts - [5 Ways To Support Women in Multifamily](https://gracehill.com/support-women-in-multifamily/): Whether they are property managers, C-suite executives, or investors, women bring unique perspectives and skills to multifamily workplaces. Even so, women face numerous challenges, like gender bias, harassment, and discrimination. If we break down these barriers, the multifamily industry can… ------------------------- # Retaining and Attracting Tenants in Today’s Tough Office Market > COVID-19 has upended U.S. property markets in many ways, but three years after the pandemic began, the commercial office segment is taking the biggest hit. While almost every property type is experiencing its own challenges, the office sector is seeing… Full Content: COVID-19 has upended U.S. property markets in many ways, but three years after the pandemic began, the commercial office segment is taking the biggest hit. While almost every property type is experiencing its own challenges, the office sector is seeing the greatest long-term threat to tenant demand. Older buildings are the most vulnerable to occupancy losses. Succeeding in this competitive market will require owners to be even more vigilant in maintaining excellent communication with their tenants. The cause of the office distress is obvious: Firms sent their employees home when the economy went into lockdown in March 2020. Then, what started as an emergency experiment with remote working, has been permanently adopted by firms in every major office-inclined business sector. A few firms have gone fully remote, but most have moved to some hybrid form of remote and in-office work arrangement that reduces overall office usage.  As a result, firms are actively looking to shed their excess space. The rise in vacancies has been slowed by the long duration of most leases, generally lasting five or more years, and firms generally cannot walk away from their obligations. But vacancies continue to rise as leases expire, and many tenants either do not renew or take down less space than they had previously. So far, the national vacancy rate has increased from under 13% to over 18%. And vacancies are set to increase further. Firms are trying to sublease their idle space until their leases expire. Sublease availability has doubled since the pandemic began – a clear indication of future office vacancy trends. Most of this space will eventually become the landlord’s responsibility, adding to the inventory of vacant space. Tenant Flight to Quality Means a More Competitive Landscape All of this means an increasingly challenging market for office owners and managers. With so many vacant spaces available, firms can be extra choosy about where and what they will lease. What are tenants looking for? The answer: newer buildings that offer accessible locations, first-class amenities and services, appealing designs, and functional layouts. And probably most important, with our memories still scarred from pandemic fears, tenants demand buildings perceived to provide superior health and safety features. In theory, buildings of any vintage can be renovated to provide these features, but tenants are showing a clear preference for the newest buildings. Since the onset of COVID, net absorption of space – that is, new leasing minus lease expirations – has been strongly positive for buildings constructed after 2014 but negative for every other construction vintage.  There is still plenty of leasing activity going on in older buildings, of course. In fact, since newer buildings account for a relatively small share of the total inventory, older buildings actually capture most of the leasing activity. Nonetheless, this analysis demonstrates that tenants clearly prefer to be in newer buildings. Thus, owners of older stock must work harder to retain and attract tenants. Remaining Competitive Starts With Effective Tenant Communication How should office building owners and managers respond, particularly in the 90%+ share of buildings over 10 years old? Many owners will need to upgrade their inefficient HVAC systems to be more effective and add more window area to maximize natural light. Tenants also expect sustainable designs that minimize the building’s carbon footprint. But these renovations require time and substantial capital to complete. That being said, there is still much that owners do right now to help keep their buildings leased. Job #1 is retaining existing tenants. Tenant retention is much less expensive than finding and signing new tenants and fitting out their space. Tenant allowances tend to be much less for existing tenants because the space has already been planned for them – even if it must be refreshed periodically. The best way that owners can reduce turnover is by creating exceptional experiences for current tenants, which requires understanding their needs and preferences. That awareness begins with an outstanding program of continual tenant engagement. The conversation cannot start at lease renewal time. Rather, the engagement should begin with the lease commencement to ensure the tenant's needs are known and addressed. This engagement also provides opportunities for landlords to communicate about what they are doing to elevate the building experience, as well as initiatives they can work on jointly with tenants. Finally, this dialogue can build trust and community, raising the odds of lease renewal and reducing turnover. Leveraging unbiased tenant engagement feedback to guide investment decisions can help owners deliver the amenities and experiences that tenants actually want, instead of providing what owners think they want.  KingsleySurveys has been trusted by the commercial real estate industry for 35 years and can help you implement an ongoing engagement program that can offer the insight needed to increase renewals and reduce vacancies. Want to know more? Contact our team of CRE experts today. Important notes: - Published on: 2023-03-20 11:52:04 - Category: Posts - [Retaining and Attracting Tenants in Today’s Tough Office Market](https://gracehill.com/blog/retaining-attracting-tenants-todays-tough-office-market/): COVID-19 has upended U.S. property markets in many ways, but three years after the pandemic began, the commercial office segment is taking the biggest hit. While almost every property type is experiencing its own challenges, the office sector is seeing… ------------------------- # Prepare Now For Spring Disasters And Avoid Panic: 5 Things You Need To Do Now > Spring is quickly approaching, and with it — selling season! Hooray! While we look forward to those warmer, sunnier days that often bring an influx of prospects, now is the time to prepare your property and people for the busy… Full Content: Spring is quickly approaching, and with it — selling season! Hooray! While we look forward to those warmer, sunnier days that often bring an influx of prospects, now is the time to prepare your property and people for the busy days ahead. As a multifamily property manager, it's your responsibility to make sure your property is ready to handle any kind of disaster, including those that come with spring weather, such as thunderstorms, tornadoes, heavy rain, and flooding. If you're not prepared, these disasters can cause significant damage to your property and put your residents at risk. Don’t be caught with your proverbial pants down when the uncertainty of spring strikes! 5 Ways To Prepare For Spring Disasters Ensure policies and procedures are relevant and up-to-date. Be proactive with maintenance planning and scheduling. Capitalize on the downtime for training. 'Tis the season to renegotiate. Use surveys to evaluate work order experiences. Next Steps 1. Ensure policies and procedures are relevant and up-to-date. As spring approaches, we often jump straight to the facility aspects of preparedness. And make no mistake, those things are vital.  But as you prepare your property for possible disasters, it's equally important to make sure your operating policies and procedures are relevant and up-to-date. Regularly reviewing these documents ensures they reflect current laws, regulations, codes, and best practices, ultimately protecting your property and people. Another essential step includes reviewing your emergency processes and updating them where needed. While your property’s geographical location likely will drive some of your emergency procedures, there also are common elements of disaster preparedness that all properties must consider. For instance: If an apartment floods or there is a water main break in the building, do you have a vetted process in place? If an evacuation is necessary, is sufficient lighting available and enough signage posted to adequately direct residents to safety?  Are employees trained on steps to take when there are large-scale issues with  residents' apartments? Resident experience must remain at the forefront of everything that happens at your property — even during an emergency! And the last thing you want is team members who aren't properly trained to handle these situations. Because in the words of American meteorologist Max Mayfield, “Preparation through education is less costly than learning through tragedy.” 2. Be proactive with maintenance planning and scheduling. As winter slowly subsides and morphs into spring, taking a proactive approach to facility care and maintenance will save you (and your residents) from the frustration of poor planning. A few questions to consider as you prepare your property for spring: Do you have a robust, well-designed maintenance plan? You can be prepared for spring by proactively addressing general maintenance and landscaping needs. Review your current maintenance plans, check supplies, and create implementation schedules as the season slows.  Does your team have what they need to care for your property correctly? Whether it is snow removal in winter or debris removal following a storm, make sure your maintenance staff has the right tools and training to address any weather and storm-related issues that may arise. What’s your emergency response plan? It’s not a matter of “if” but “when.” Ensure your maintenance team knows how to respond to emergencies and natural disasters like tornadoes or hurricanes. And above all, don’t overlook the critical step of communicating your plans with residents.  Residents: Your partner in preparedness Communicate the steps you're taking to prepare for spring weather. Share your plan for what residents should do in the event of a disaster.  Provide residents with emergency contact information, including your contact information and the contact information for emergency services.  Encourage residents to sign up for emergency alerts from local authorities.  Communicating with your residents helps ensure their safety and reduces the risk of property damage. 3. Capitalize on the downtime for training. Consider this time of year the calm before the storm, literally and figuratively! With the busy selling season soon approaching, now is the perfect time to ensure your team is ready — for prospective residents and potential disasters.  A well-trained and equipped team can help you overcome any challenges that may arise during a disaster or emergency situation, so capitalize on the downtime to effectively train and refresh your team. In addition to ensuring your onsite teams are well-versed in relevant policies, sales techniques, and emergency procedures, other important training topics might include: How to handle resident complaints efficiently so they don't escalate into bigger issues. Tools and policies to de-stress a busy selling season.  Understanding your role in maintaining a positive resident experience when disaster strikes.  Because your onsite teams are often the first point of contact for residents during an emergency, it's important they feel confident in their ability to handle any challenge.  Vince Lombardi once said, “Preparedness is the ultimate confidence builder.” And training is what provides them with confidence! 4. ‘Tis the season to renegotiate. As a multifamily property professional, you manage various vendor contracts and likely have been dealing with inflated, post-pandemic prices for the past few years. However, depending on renewal schedules, with a softening economy predicted, this seasonal lull might be an opportune time to renegotiate some of your essential vendor contracts (i.e., carpeting, paint, pool service, and more). Vendor management is a critical task, and it’s here where those relationships you’ve fostered will provide immense value.  From “Why and How To Renegotiate a Contract” on Forbes.com, here are five tips for renegotiating a contract that you might find helpful: Be cooperative. Focus on solving problems and creating value. Create a clear framework for negotiations. Carefully evaluate risks and benefits. Involve everyone with an interest in the agreement. Hire a mediator. Know your alternatives. But remember, never compromise on quality!  5. Use surveys to evaluate work order experiences. Surveys provide quantitative data for understanding resident perception and satisfaction, which in turn helps property managers quickly address concerns before the busy selling season.  As a property manager, it’s critical that you understand the effectiveness of your work order processes, but it’s equally important to glean feedback from residents’ experiences. A well-constructed and well-timed survey provides you with essential insight.  Do you have gaps in this area? Are operational blind spots creating negative interactions and experiences that need to be addressed?  Remember, using surveys to evaluate work order experiences allows you to capitalize on positive feedback by promoting what's working well and provides valuable information about areas that need improvement.  Don’t wait for your systems to be stressed to evaluate the soundness of your solutions. Test them before trials to ensure you and your team are ready for whatever comes your way. Next Steps While we can’t predict when, or if, disaster will strike, Grace Hill can help you prepare your team and property to handle the unexpected. Our suite of solutions offers customized, industry-specific training, policies and procedures, mystery shopping, survey assessments, and more.  Grace Hill's Suite of Solutions Policies: Industry-specific policies and procedures that empower your team, improve performance, and reduce risk. Vision: Comprehensive LMS that can be easily customized and executed; helps retain top talent and improve property performance. Validate: Timely and unbiased, this digital-driven approach to mystery shopping blends technology with assessment best practices to drive positive experiences in your communities. KingsleySurveys: Comprehensive survey solution with trusted industry benchmarks to accurately and effectively measure resident satisfaction; turns insight into action. With our team of experts on your side, you’ll be well-positioned to minimize losses and get back up and running as quickly as possible.  By taking these steps now, you'll not only be ready for the busyness of the spring selling season but also the unpredictability of spring storms. Being able to recover quickly when it counts most helps ensure everyone's safety and minimize property damage. Don’t let a disaster take you by surprise. Talk to a Grace Hill expert today about how our robust suite of solutions can help you prepare for the unexpected and weather any storms.  Important notes: - Published on: 2023-03-14 15:36:09 - Category: Posts - [Prepare Now For Spring Disasters And Avoid Panic: 5 Things You Need To Do Now](https://gracehill.com/blog/spring-disaster-preparedness-multifamily/): Spring is quickly approaching, and with it — selling season! Hooray! While we look forward to those warmer, sunnier days that often bring an influx of prospects, now is the time to prepare your property and people for the busy… ------------------------- # KPI Pitfalls: 5 Mistakes CRE Leaders Should Avoid > Are your KPIs delivering the accurate and actionable insights you need to improve business performance?   Key performance indicators (KPIs) play a critical role in a CRE leader’s ability to track and measure performance. And because of that, information abounds… Full Content: Are your KPIs delivering the accurate and actionable insights you need to improve business performance?   Key performance indicators (KPIs) play a critical role in a CRE leader’s ability to track and measure performance. And because of that, information abounds as to what you should measure and why. But if you’re not careful, your KPIs might not be moving you in the direction you intend. And as baseball legend Yogi Berra once famously said, “If you don’t know where you are going, you’ll end up someplace else.” There is no “one size fits all” approach for measuring what truly matters. Without strategic application, KPIs can quickly become a collection of meaningless data points. To ensure you are capturing useful insight and tracking the right data, here are five common KPI pitfalls CRE leaders should be aware of and avoid. The Fateful 5: Avoid These Mistakes With Your KPI Tracking Not Measuring The Right Things Having Too Many KPIs Not Digging Into The Details Not Regularly Tracking Or Sharing Performance Data With Stakeholders Inconsistent Measurement Practices 1. Not Measuring The Right Things Regardless of organization type or market sector, no two businesses are the same. And while there are standard industry benchmarks CRE leaders must incorporate, each organization has unique business drivers. It’s a nuanced approach to ensure you are measuring the right things. With the correct KPIs in place, you can accurately gauge your success. Unfortunately, it’s easy to get off track, measuring things that might be relevant to others but not mission-critical to your specific business needs. Time is precious. And as a leader, you don’t want to waste valuable time analyzing numbers that aren’t moving you closer to your strategic goals. Your KPIs should be: Tied to your strategic goals. Relevant and well-defined. Backed by metrics. 2. Having Too Many KPIs John Doerr, author of “Measure What Matters,” said, “We must realize—and act on the realization—that if we try to focus on everything, we focus on nothing.” If you have too many KPIs, you risk creating noise in your evaluative processes. Just because something can be measured doesn’t mean it needs to be measured. It’s easy to fall into the trap of a “But everyone measures this” mindset, but what might be a pertinent data point for your competitor might have less relevance for your business. To avoid this mistake, set your KPIs after you have determined your business goals and targets. Remember, KPIs should measure only the most essential indicators of your performance. While there is no magic number for the KPIs a business should track, a good rule of thumb is to select between two to four per goal. Having too many becomes a cumbersome task to respond to and manage. Keep in mind “key” is the operative word here. 3. Not Digging Into The Details It’s important to understand what drives your data, but a common KPI pitfall is failing to dig into the details behind the results. Competitor analysis and industry benchmarks provide the perfect starting point. After all, an isolated data point has no value without a relevant benchmark to compare what excellence looks like for your organization. But you can’t stop there. You must dive deeply into the results that drive performance, paying careful attention to tenant satisfaction. Why does this matter? Because recent, ground-breaking research from MIT and Maastricht University links the effects of tenant satisfaction and renewal rates. Specifically, tenants who rate overall satisfaction 1 point higher show an increase in renewal rate by as much as 8.5%, which quantifies the connection between satisfaction and higher gross and effective rents. A robust survey solution will generate valuable data that identifies gaps and equips CRE leaders with actionable insight. Overall Tenant Satisfaction and Net Promoter Score (NPS) are two high-value KPIs, but it’s equally important to look deeper into your data to uncover what drives those results. For example, below are a few questions that help provide color to standalone scores: What operational elements are impacting performance? What is driving satisfaction (or dissatisfaction) among tenants? What building or management characteristics are indicators of a satisfied tenant? Once you understand what’s driving your results, you can create procedures to operationalize the behaviors that lead to higher performance and implement corrective measures in areas of weakness. 4. Not Regularly Tracking Or Sharing Performance Data With Stakeholders “What gets measured gets done.” Often attributed to management guru Peter Drucker, it’s an expression that’s become a familiar cliché. However, the basic tenet still holds: If you’re measuring something, you’re much more likely to act on it. And while that’s true, it doesn’t happen by accident. It requires intentional effort and planning to track and then share KPI performance. Unfortunately, it’s a critical step that tends to get overlooked. If you have the right KPIs (but not too many) and can drill into the key operational drivers of your performance, then make sure your stakeholders know where they stand so they can course correct quickly, where needed. Create a plan for sharing results with stakeholders. The frequency (i.e., monthly, quarterly, etc.) and data shared likely will differ by stakeholder group, but it’s a best practice that builds trust. Waiting until Q4 to realize you aren’t hitting your goals isn’t helpful. So if you see a dip in performance and have the data to determine the cause, don’t wait to address it. Be open and honest about your gaps (both positive and negative) to create a culture of learning and continuous improvement. Healthy organizations view stakeholders as partners in their success, and transparency and trust are crucial elements in improved performance. 5. Inconsistent Measurement Practices Consistency is key, particularly when it comes to how you are assessing areas of your organization and tracking KPIs. CREs of all shapes and sizes fall prey to this common pitfall, particularly those with diverse portfolios. However, it’s vital that you gather data in the same way across your organization so that performance data is consistent and not skewed based on the compilation method. Without a consistent process to glean feedback, CRE leaders risk relying on disorganized insights that provide no valid measure of comparison. To gain a clear picture of your organization’s performance, you need a comprehensive tool for goal setting, accountability, and trend analysis. When selecting a survey solution, it’s important to look for a customizable platform that adapts to your unique business needs and provides reporting features and industry measures that help you translate critical performance data into actionable insights. By avoiding these common mistakes, CRE leaders can ensure their KPIs are accurate and actionable, resulting in improved business performance. It’s not an area you want to leave to chance. Meaningful KPIs are vital to your organization’s success, so make sure you are getting relevant data from the results. Want to learn how KingsleySurveys can help you capture meaningful insight and track data that makes a difference? Talk to a Grace Hill expert today! Important notes: - Published on: 2023-01-25 11:06:21 - Category: Posts - [KPI Pitfalls: 5 Mistakes CRE Leaders Should Avoid](https://gracehill.com/blog/kpi-pitfalls-mistakes-cre-leaders-should-avoid/): Are your KPIs delivering the accurate and actionable insights you need to improve business performance?   Key performance indicators (KPIs) play a critical role in a CRE leader’s ability to track and measure performance. And because of that, information abounds… ------------------------- # Takin’ It Back to Basics: 3 Steps To Drive Your Team To Succeed in 2023 > The new year is here, filled with promise and expectation for all that is to come. While challenges remain, there is something a bit magical about entering a new year. It’s an opportunity to take stock, reevaluate, and then shift… Full Content: The new year is here, filled with promise and expectation for all that is to come. While challenges remain, there is something a bit magical about entering a new year. It’s an opportunity to take stock, reevaluate, and then shift to new ways of thinking and working. Change can be hard, but it’s not always a bad thing. And in the current employment landscape, what really matters is how you and your business adapt. Is it different? Sure. But let’s focus on the positive and consider some opportunities to strengthen your teams. A renewed focus on the basics – particularly regarding employee training and development – will be essential to your success in 2023. The good news: You’re not in this alone; Grace Hill can help. Jump to a Section The New Dilemma in Hiring 3 Steps That Will Drive Your Team To Succeed in 2023 Set Clear Expectations Train for the Behaviors You Expect Assess Your Progress Drive Your Team to Success with Grace Hill The New Dilemma in Hiring We get it. There is a very real struggle around all aspects of the employment process. Since 2020, employers have been in (what feels like) a never ending cycle of change. And if we’re being completely candid, it’s exhausting. In listening to customers over the past year, we’ve seen a hiring trend emerge, and it’s that hiring from outside the multifamily industry is becoming increasingly common. So why does that matter? Well, before the pandemic, that simply wasn’t the case, which meant new hires often brought with them a certain level of multifamily industry knowledge and expertise. But with new talent now coming from various industries, experience, and educational backgrounds, HR teams and managers now find themselves needing to “start from scratch” with training. For organizational leaders, this means not only rethinking “how” training needs to be delivered for maximum effectiveness but also reevaluating content to ensure your team has a solid foundation of understanding. Yes, it adds a new dynamic to the hiring process and employee development, but for many reasons, that’s a good thing. In fact, following a back-to-basics approach with your teams allows you to emerge better and stronger than before. If you’re feeling reluctant – or just worn out – about making changes to how you train your team, consider these wise words from Henry Ford: “The only thing worse than training your employees and having them leave is not training them and having them stay.”   Not sure about where to start? Consider these three simple steps for setting the stage for success with your team with this fresh take on the basics. 3 Steps That Will Drive Your Team To Succeed in 2023 It can be tempting to stick with the status quo, assuming knowledge will come as a natural function of “learning the ropes,” leadership, and generalized training. However, there is a better way. To set your team up for success in the new year, you must: 1. Set Clear Expectations First, ensure your new hires know their role and are comfortable with their responsibilities. Take the time to get to know each individual and their unique skills. Doing so will help create a sense of trust and camaraderie, two essential elements for any successful team. Second, outline a clear vision of success and develop SMART (specific, measurable, attainable, relevant, and time-based) goals to provide direction and motivation for success. In the multifamily space, it’s also vital for employees to have easy access to relevant and up-to-date policies. And in an environment where legislative and regulatory changes can create an ever-evolving policy landscape, this is not an area that should be left to chance. Grace Hill understands these challenges, which is why our comprehensive policy management solution stands out among the competition as a pivotal partner in your success. Our policies solution empowers your team to succeed by delivering industry-specific policies to your team on an intuitive platform that is easy to manage. With access to company policies at any time and on any device, team members build confidence in their roles, knowing they can rely on policy details that are relevant and up-to-date. 2. Train For The Behaviors You Expect The benefit of adding employees from outside the multifamily industry is the opportunity it provides for embedding desired behaviors from day one. When employees come from within the industry, you often have to reframe (or unlearn) attitudes and ideas that might conflict with your corporate culture or mindset. However, regardless of your team’s composition — industry newbies or seasoned veterans — you must be clear about what you expect from your team. And utilizing a learning management system (LMS) that provides engaging, customizable training content will be the linchpin of your success. With the right LMS, you can ensure everyone on your team trains toward the behaviors you expect but with a learning plan that tailors the content to each employee’s needs. No more boring, cookie-cutter training modules that are quickly checked off and then forgotten. When you incorporate Grace Hill’s proprietary LMS into your training repertoire, you can access robust courseware focused on onboarding, compliance, and skill growth. Your LMS plays a critical role in maintaining compliance, mitigating risk, reducing employee and resident turnover, and increasing revenue. Grace Hill's Training helps you and your team move toward success in these areas. Even better, it easily integrates with our policy management solution, so you can incorporate company policies and multiply effectiveness. 3. Assess Your Progress Training your team is not a “one-and-done” task. Too often, leaders dismiss assessment and continuing education, and in truth, it’s tempting to want to do. After all, life is busy, schedules are full, and there is work to be done. It’s important not to overlook assessing your team’s progress. For one, it provides a way for team members (and your team as a whole) to gauge how far they have come and how much further they have to go. But it also helps identify any issues preventing your team from progressing. You can’t address what you don’t know, and that’s where Grace Hill’s KingsleySurveys and Mystery Shopping come in. With KingsleySurveys’ comprehensive survey tools, you gain important insight into what is working and what is not and build employee engagement. Engaged employees are the secret sauce behind a company’s success, so don’t leave it to chance. Of course, KingsleySurveys is much more than just an internal survey tool. As an industry leader for over 35 years, KingsleySurveys features a robust reporting engine that translates critical performance data into actionable insights for your team with a benchmarking database you can use to level-set, compare, and track your property performance against industry standards. And with Grace Hill’s robust mystery shop program, you can utilize a tool built specifically for the multifamily property management industry that blends technology with assessment best practices. It’s easy to administer and uses proven sampling strategies to deliver timely, unbiased performance assessments. The short training courses address specific skill gaps identified during the shop, which helps cultivate a well-versed, proficient team. As John F. Kennedy once said, “Leadership and learning are indispensable to each other.” The two actually do go hand in hand. You can’t effectively lead your team and remain blind to the things that keep your team from succeeding. Drive Your Team to Success with Grace Hill With a comprehensive survey solution and/or a mystery shop program at your fingertips, you can address the challenges as they come and remove any obstacles impeding your team’s success. Because let’s not forget that assessing your progress allows you to celebrate successes, which helps motivate your team and keep everyone on track. Many things in business are complicated, but your training shouldn’t be one of them. By following these three simple steps, you and your team will be poised for success.  So what are you waiting for? Let 2023 be the year you drive your team to reach new and exciting goals, and let Grace Hill help you get there. Contact us today to see a personalized demonstration of the solutions that best fit your property management business! Important notes: - Published on: 2023-01-09 14:29:42 - Category: Posts - [Takin’ It Back to Basics: 3 Steps To Drive Your Team To Succeed in 2023](https://gracehill.com/blog/back-to-basics-2023/): The new year is here, filled with promise and expectation for all that is to come. While challenges remain, there is something a bit magical about entering a new year. It’s an opportunity to take stock, reevaluate, and then shift… ------------------------- # The Importance of a Strong and Secure Password > You may think that having a strong, secure password for your online accounts is obvious, but not everyone follows cybersecurity guidelines when it comes to creating passwords. Every year, research firms collect data on the most commonly used passwords. And… Full Content: You may think that having a strong, secure password for your online accounts is obvious, but not everyone follows cybersecurity guidelines when it comes to creating passwords. Every year, research firms collect data on the most commonly used passwords. And year after year the data show that, in general, people are using the same weak, easy-to-crack passwords. To make matters worse, 45% of people do not consider password reuse to be a serious problem (InfoSecurity Magazine, 2020). Findings from this year continue to be released and sadly it’s the same story!  In fact, "51% of people use the same passwords for both work and personal accounts"(DataProt, 2022).  Here you can see the top 10 most commonly used passwords in the United States in 2021. Researchers also calculate how long each password takes to crack. All of these can be cracked in less than a second. Rank Password 1 123456 2 password 3 12345 4 123456789 5 password1 6 abc123 7 12345678 8 qwerty 9 1111 10 1234567 Why is this important? Because poor password hygiene habits make it easier for criminals to commit cybercrimes, leaving residents, employees, and yourself at risk. Most data breaches involve the use, or misuse of weak, stolen, or default passwords.  In recent years there has been an increase in cyberattack methods called ‘credential phishing and credential stuffing’. This is when criminals trick people, using in a phishing email, into revealing their account log in information. These log in credentials are often sold to other criminals who use special software to try thousands of “matches” at a time; cross-referencing the stolen usernames, login IDs, and passwords that work on one website with other websites. When they find a match—meaning the victim’s username and password from site A are the same ones they use on site B—criminals can use that information to steal money and more identifying information. This strategy works because the vast majority of people—up to 83% according to recent research—use the same password for more than one account. This is a hacker’s dream scenario. All they need is one password and they can access all of that person’s accounts. If we continue to use the same login and password for multiple sites, credential stuffing will continue to be an issue.   What can you do? Use the longest password or passphrase allowable by each password system. Every character you add makes your password that much more difficult to crack. Many computers now have password generators that can help you come up with complex passwords, and store them safely. Always use different strong and secure passwords for different accounts and devices so that if attackers do guess or steal one password, they will not have access to all of your accounts. Don’t use personal information (e.g., pet’s names, birthdates, anniversaries), dictionary words, or system defaults as your password. They are way too easy for criminals to crack. Sharing too much information on social media can allow attackers to guess passwords (if they have been based on personal information) or extract a company's confidential information through posts by employees. Use a password manager to keep all of your long, complex passwords secure. Are your teams prepared for a cyber attack? Passwords are the first line of defense against cybercriminals who are trying to steal your personally identifiable information. The strong and secure your passwords are, the more protected you’ll be. To learn about this and other ways to avoid being the victim of online crime, learn about Grace Hill's cybersecurity training series and policy management solutions.       Important notes: - Published on: 2022-09-15 16:22:45 - Category: Posts - [The Importance of a Strong and Secure Password](https://gracehill.com/blog/the-importance-of-a-strong-and-secure-password/): You may think that having a strong, secure password for your online accounts is obvious, but not everyone follows cybersecurity guidelines when it comes to creating passwords. Every year, research firms collect data on the most commonly used passwords. And… ------------------------- # Beyond Compliance: Accessibility in Multifamily > In the multifamily industry, we have all heard of the Americans with Disabilities Act (ADA). We have policies in place for it. It is referenced, stated, and explained in our training courses, onboarding materials, and development plans. And we all… Full Content: In the multifamily industry, we have all heard of the Americans with Disabilities Act (ADA). We have policies in place for it. It is referenced, stated, and explained in our training courses, onboarding materials, and development plans. And we all understand we have a social and legal responsibility to uphold the ADA in our business. However, most often in multifamily, it is simply used as a check-off-the-box formula to ensure that employees, residents, and other visitors to the property have access to common areas, parking, and facilities offered there. This mindset can lead us to only think of the ADA as a “problem,” “delay,” or “constant catch up” in our efforts to “remain compliant.” This article is about something else, something different, and something better than that. You may have noticed that there has been a lot of talk about accessibility and disability inclusion lately. We’ve seen it pop up in several places: 2022 Oscar winner for Best Picture “Coda,” numerous national commercials, Barbie Dolls with monoskis and wheelchairs, accessible Halloween costumes at Target, Olay beauty product bottles with accessible tops, and more. This list just scratches the surface. The top marketing firms must realize that the disability community is one of the world's largest groups. Considering 15% of the global population, equating to one in every seven people on the planet, have some type of disability, they are looking to tap into this virtual gold mine. Growth in this sector has made it downright hip to be inclusive nowadays, reflected in the spearheaded efforts by the largest corporations to form and grow their Diversity, Equity and Inclusion departments. They’ve begun to tout their allegiance by encouraging accessibility statements on their websites and within their product development and have pushed this movement forward on a global scale. While this is all awesome stuff, the reality is it’s not a new idea. Accessibility has always driven innovation, and in the words of Plato, “Necessity is the mother of invention.” It’s about shifting our perspectives from the old tired debate and moving to a new lens, a better one, that sees the need for accessibility for what it truly is — a path to innovation, an opportunity for ROI, and the chance to provide the products that will be chosen universally over all others. Let’s quickly revisit a few pivotal moments in human history: In the 1840s, Alexander Graham Bell, after working with a community of hearing impaired people, became fixated on how to send voice vibrations over a wire, which led him to create the telephone. Italian inventor Pellegrino Turri created the first typewriter in 1808 for his friend who was blind, Countess Carolina Fantoni da Fivizanno so she could write letters to him. Later this led to the modern-day keyboard. In 1890, Herman Hollerith created punch cards inspired by his cognitive processing disability and revolutionized data transportation, eventually leading to the founding of the world renowned IBM. The list could go on and on, and there is a clear reason behind this forward-thinking advancement: accessibility drives innovation! Companies are seizing the opportunity to serve this largely underserved community and creating a competitive advantage by doing so, clamoring to be the first to create these impactful offerings. So it’s no wonder companies have begun to ask themselves, “How can we move beyond accessibility compliance?” In response, they are embracing the social responsibility felt by asking and finding the answers to, “How are we making all people feel more included?” and “How can we ensure everyone can access our product offerings?” And on top of all of this, in multifamily, we have the unique opportunity to pave paths forward for a more inclusive society with each and every building we develop, renovate, and remodel, as well as every ramp, sidewalk, and curb cutout we pour. We have the opportunity to change lives while at the same time positioning our companies at the leading edge of this movement. Accessibility, disability and inclusion all go hand-in-hand, and this is because there is no such thing as the inclusion of people with disabilities in our society without accessibility. So, let’s stop looking at the ADA as a punitive hindrance to our goals, but rather what it truly is, our opportunity to be the best we can be. About Alycia Anderson Alycia is embracing her path and pursuing speaking full-time as both a Diversity, Equity, Inclusion, and Accessibility Motivational Speaker and a Corporate Inclusion Coach and Mentor. She warmly introduces the discussion to the theory and practice of disability inclusion by sharing her story, inspiring others to achieve their fullest potential, and furthering the conversation about the real bottom-line benefits inherent in a diverse and inclusive workplace and society. An international TEDx speaker and disability advocate, Alycia is available for Keynote Motivational Speaking, Beyond Compliance Accessibility Consulting, and other Corporate Appearances. Learn more at https://alyciaanderson.com/. The Alycia Anderson Company, LLC All rights reserved. Important notes: - Published on: 2022-08-22 16:29:49 - Category: Posts - [Beyond Compliance: Accessibility in Multifamily](https://gracehill.com/blog/accessibility-in-multifamily/): In the multifamily industry, we have all heard of the Americans with Disabilities Act (ADA). We have policies in place for it. It is referenced, stated, and explained in our training courses, onboarding materials, and development plans. And we all… ------------------------- # What You Say Matters: Using Inclusive Language in Multifamily > Our words directly and indirectly impact the people who hear or read them. Upon a recent review of hundreds of apartment community websites across the U.S., the common choice of verbiage — used over and over again — may shock… Full Content: Our words directly and indirectly impact the people who hear or read them. Upon a recent review of hundreds of apartment community websites across the U.S., the common choice of verbiage — used over and over again — may shock you.  While not intentional, the words used to describe an apartment community, its amenities, and features could be defined as discriminatory and non-inclusive. In many urban communities, one common mistake found was the term “walking” when used to describe proximity to well known places in the surrounding community. Advertising to prospective residents using that term implies that everyone is able to walk. When thinking about language, better words can be chosen that are inclusive for all persons, able and disabled. The language associated with gender, disabilities, age, class, size, indigenous people, racial, ethnic, and religious identity can be sensitive and is constantly evolving as societal views change and groups choose to redefine their own identities. Inclusive language is important to prevent people from feeling offended by our word choice. In our ever-changing environment, it may be difficult to analyze all verbiage, but starting small can still have a significant impact on a person's perception. Let’s look at a few introductory examples: Instead of saying Jack and Jill bathroom, use roommate or dual bathroom. Instead of saying his and her closets, use double walk-in closets. Instead of saying master bedroom, use primary or main bedroom. Apartment communities that don’t adopt an inclusive vocabulary won’t necessarily face legal consequences. However, perception is reality, and not using inclusive language in your property description, signage, collateral, or conversations can position your community as not accessible or accommodating to all groups. Training your teams to be conscious of language when talking to each other, to prospects, and to residents will set the stage for success — and best communicate your community’s mission regarding inclusion. In addition, encouraging the use of personal pronouns while incorporating gender-neutral language are the first steps to consider in the workplace. The National Apartment Association (NAA) and the National Multifamily Housing Council (NMHC) have resources to get you started on preferred terminology and diversity, equity, and inclusion initiatives.  The use of inclusive language resonates with more audiences and creates a sense of belonging for all, opening opportunities for more prospective residents and potential employees. I challenge you to embrace a culture that practices sensitivity for all.  For more information, including tips on gender-inclusive language and a guide to using pronouns, check out our exclusive micro-learning boosters offered in Vision. Important notes: - Published on: 2022-08-11 08:39:09 - Category: Posts - [What You Say Matters: Using Inclusive Language in Multifamily](https://gracehill.com/using-inclusive-language-in-multifamily/): Our words directly and indirectly impact the people who hear or read them. Upon a recent review of hundreds of apartment community websites across the U.S., the common choice of verbiage — used over and over again — may shock… ------------------------- # Award Winning Properties: A Roadmap for Success > On the heels of last month’s annual BOMA International Conference, commercial real estate professionals may be reflecting on the experience, implementing ideas from their sessions, and contemplating how to earn the coveted TOBY award next year.   The BOMA conference is… Full Content: On the heels of last month’s annual BOMA International Conference, commercial real estate professionals may be reflecting on the experience, implementing ideas from their sessions, and contemplating how to earn the coveted TOBY award next year.   The BOMA conference is not only an opportunity for professional development and networking but also a time when commercial real estate can be celebrated, including honoring excellence in building management and operations. The Outstanding Building of the Year (TOBY®) Awards is a prestigious and comprehensive program that recognizes quality in commercial buildings and rewards excellence in building management. Competition in the CRE industry can be fierce, and earning awards is one way property managers can attract new tenants while providing an experience that retains current tenants. Beginning the journey: It starts with understanding your tenants As is often the case, the best things in life don’t come easily, and earning a TOBY award requires effort and commitment. All facets of a building's operations are thoroughly evaluated, judged on everything from community involvement, tenant relations, and site management to environmental and "green" policies and procedures. A common thread among winners is their focus on understanding tenants’ needs. Strong relationships with onsite staff go a long way, but conducting regular surveys about their satisfaction levels is imperative. Strong relationships with onsite staff go a long way, but conducting regular tenant satisfaction surveys is imperative and a highly recommended part of the award submission process. In fact, what sets these winners apart is how they act on the results. Top performers understand the importance of using data to drive decisions instead of relying on gut instinct or anecdotal stories of tenant sentiment. Conducting formal surveys on tenants’ satisfaction with all areas of your property can help building management more accurately understand where to improve.  Stay the course: Use survey data to make decisions that improve tenants’ experience Leveraging the results to direct investments ultimately improves tenant satisfaction, increases renewals, and attracts new tenants. By implementing a comprehensive survey program, you can create a formal feedback process that gathers survey data, analyzes client sentiment, offers relevant benchmarks, and establishes action plans.   Building relationships with tenants is important, but having data that speaks to their actual perceptions is essential. The challenge is that creating, distributing, and analyzing survey results on your own is not an easy process. Several of this year’s TOBY winners leveraged KingsleySurveys to streamline their survey process, calculate their results, benchmark performance, and translate the data into actionable insights.  Take the direct route: Leverage trusted industry solutions to streamline surveys It’s possible for property management companies to develop and administer tenant surveys on their own, but for most organizations, that is not the best option. Capturing unbiased data on how your tenants feel about your properties is best accomplished through third-party surveys.  As a trusted partner to the world’s leading CRE organizations for nearly 35 years, KingsleySurveys makes it easy to capture insights on critical topics such as tenants’ current needs and priorities, renewal intent, and the likelihood of recommending the commercial property to others. These insights are relevant and valuable, regardless of the size of the portfolio. Plus, the KingsleyIndex offers relevant benchmarks that can be used to level-set, compare, and track property performance against industry standards. The recommendations and action plans derived from the survey data improve tenant satisfaction, increase renewals, and ultimately lead to an award-winning property. The Kingsley Excellence Award is another way to distinguish properties that outperform the competition. This esteemed award recognizes properties that go above and beyond to ensure their tenants are satisfied year after year. Promoting this award helps attract new tenants by eliciting trust and differentiating the property from the competition. Plus, current TOBY award winners have shared that they felt including their Kingsley Excellence award in their TOBY submission helped put their property over the top. Your destination: High-performing, award-winning properties Administering a successful tenant survey is only one part of the TOBY award submission process, but the insights and subsequent performance improvements will pay dividends, regardless of whether you earn the coveted award.  However, the ultimate destination is not achieving a static level of performance. Implementing an ongoing data-driven approach to property management will lead to continual improvements in tenant experience and satisfaction. Long-term, CRE executives that focus on understanding true tenant satisfaction will increase renewals, attract new tenants, build asset value, and as an added bonus, have the opportunity to earn prestigious industry awards that showcase those achievements. Important notes: - Published on: 2022-07-19 13:52:53 - Category: Posts - [Award Winning Properties: A Roadmap for Success](https://gracehill.com/blog/award-winning-properties/): On the heels of last month’s annual BOMA International Conference, commercial real estate professionals may be reflecting on the experience, implementing ideas from their sessions, and contemplating how to earn the coveted TOBY award next year.   The BOMA conference is… ------------------------- # Debunked: Top 5 Human Trafficking Myths > It’s difficult not to believe everything we see and hear, especially when referring to information shared by the media and in pop culture. Many of us have formed opinions about human trafficking based on the knowledge we learned in popular… Full Content: It’s difficult not to believe everything we see and hear, especially when referring to information shared by the media and in pop culture. Many of us have formed opinions about human trafficking based on the knowledge we learned in popular movies such as “Taken” and “Trade.”  Both movies and media have helped raise awareness of human trafficking but also have promoted several critical misunderstandings about trafficking. Often, a viewer may watch a movie and leave unaware that there is more than trafficking for sex, and they might not know that women, along with men, boys, girls, and transgendered individuals, are all targets of human trafficking. And then there is the misrepresentation that traffickers are typically foreign when, in reality, Americans, too, play a large role. Below are the top five myths many may not know about human trafficking in multifamily.  5 Most Common Human Trafficking Myths Victims are kidnapped. This only happens in certain localities. Traffickers are men. Victims come from bad situations. Traffickers are strangers to their victims. Myth #1: Victims are kidnapped. There likely isn’t someone in an unmarked white van waiting to prey on their next victim. Most trafficking victims are preyed upon by someone they know, and traffickers rarely take their victims by force. While a stranger can kidnap a victim, it is more common for traffickers first to build a relationship with their victim. Myth #2: This only happens in certain localities.  Movies promote trafficking that happens only abroad and in poor countries. Just like crime has no zip code, trafficking can occur anywhere. In fact, Florida continues to rank in the top three states with the highest human trafficking reports, resulting in required training for all rental housing providers since 2021. Myth #3: Traffickers are men. Just as there is no one type of trafficking victim, perpetrators of this crime also vary and may include women and children. They can act alone or as part of an organized criminal enterprise. People often incorrectly assume that all traffickers are males; however, the United States has prosecuted cases against women traffickers. Recent major news headlines have showcased steep criminal penalties in a well-known case against a female trafficker. Myth #4: Victims come from bad situations. Although situations that highlight vulnerability — broken homes, teen runaways, and homelessness — can be a factor in human trafficking, they are not universal indicators of a human trafficking victim. Trafficking victims can come from a range of income levels, including those from families with higher socioeconomic status. Myth #5: Traffickers are strangers to their victims.  Many survivors have been trafficked by romantic partners, including spouses, and family members, including parents. More often than not, victims know and trust their traffickers. In partnership with iEmpathize, Grace Hill hopes to bring greater awareness of human trafficking by sharing educational resources with the rental housing industry. Our efforts require that people know not just that human trafficking exists but how we can combat it together.  Watch our webinar replay on this topic, featuring a panel discussion together with iEmpathize. Important notes: - Published on: 2022-07-06 01:03:02 - Category: Posts - [Debunked: Top 5 Human Trafficking Myths](https://gracehill.com/blog/debunked-top-5-human-trafficking-myths/): It’s difficult not to believe everything we see and hear, especially when referring to information shared by the media and in pop culture. Many of us have formed opinions about human trafficking based on the knowledge we learned in popular… ------------------------- # Risks of Over-Training: How to Establish a Healthy Learning Culture > Employees Thrive With Thoughtful, Strategic Training Schedules Well-balanced training keeps apartment employees sharp and ready to advance their careers. Successful apartment operators find that managing employee training can be as important as managing their assets. Over-training employees is ruining company… Full Content: Employees Thrive With Thoughtful, Strategic Training Schedules Well-balanced training keeps apartment employees sharp and ready to advance their careers. Successful apartment operators find that managing employee training can be as important as managing their assets. Over-training employees is ruining company culture and driving up turnover and recruiting costs. Fortunately, we can combat overtraining by acknowledging how employees thrive and using strategy and simple tactics to schedule training. A few minor changes in your training program can save your company thousands annually in reduced turnover and improved onsite operations. Assigning training courses haphazardly in terms of topic, method, and regularity leads to employee stress, inefficient use of time, loss of money on learning resources, and decreased engagement. Property teams’ building size, type, staffing, and workload should be considered when creating course assignments to avoid overwhelming them, which can lead to burnout or turnover. Even for the most ambitious employees, overloading them with training and the pressure of test-taking is no way to raise their performance. For them, the primary “takeaway” becomes “learner fatigue.” Some companies that do this also insist that their employees maintain the same efficiency level while performing their day-to-day duties. Without a strategic training assignment method that balances compliance, skill development, and employee needs, a company can inadvertently send the wrong message to employees, potentially damaging organizational culture. Grace Hill Courses Fit Your Schedule Research shows that short training sessions spaced out over time lead to better knowledge retention. With spaced repetition, people can remember about 80% of what has been learned after 60 days — a significant improvement. To help combat the forgetting curve, Grace Hill uses a short-course format (each training session is between 10 and 20 minutes) and offers quick boosters (between 5 and 10 minutes) on critical topics that can be assigned over time. Pete Wagner has worked for the past 12 years at WPM Real Estate Management and has taken multiple Grace Hill maintenance classes during that time. “These courses have helped me further my career as a service manager and my skill set as a leader,” Wagner said. “I try to schedule technicians to take Grace Hill courses quarterly to improve their skills and prepare for certifications like the Certificate for Apartment Maintenance (CAMT) from National Apartment Association.” With the rapid advancement in property management and the steady flow of new regulations, today’s employees require the latest information to succeed at their positions – whether in the leasing office while performing a maintenance work order or supervising the entire onsite operations team. Therefore, it is crucial that companies have a well-planned training program in place. That plan must include clear expectations and a path forward to achieve them. Actions by supervisors that employees perceive as raising the bar too high and fast trigger a red flag.  Managers must also be clear that the assigned training was not necessarily done simply to enable the associate to wear more hats. Instead, it must be part of a career path that has been presented and agreed upon in advance. Training Too Much Leads to Low Learning No employee wants to be assigned multiple courses simultaneously just so the company, supervisor, or employee can hit a quota. The same goes for new employees. While many companies are strapped for hiring today, a turbo-charged learning approach will do nothing more than make your new hires’ heads spin. And you can be assured they’ll let their peers know about this troubling experience. How To Avoid Over-Training We know that 65% of companies with strategic, holistic wellbeing and training programs saw improvements in their company cultures. Following are best practices for assigning training that can help your company get there: Understand and work within employees’ demands and workloads. Understand that when workload or staffing changes, training programs should be flexible. Perform assessments to identify the skills where employees are already well-versed. Apply the 80/20 rule by focusing on 20% of the things professionals encounter 80% of the time and then provide resources and additional training for the remainder. When assigning training, consider where the due dates will land and if any conflicts are present like unit inspections, company events, etc. Integrate training exercises and materials learned into everyday work environments. Create on-the-job assignments that help employees retain and contextualize their learning. Space out onboarding to allow for on-the-job exercises to support knowledge transfer. Encourage self-paced, online learning and microlearning. Vary learning materials’ formats (videos, handouts, live training, etc.). Encourage supervisor involvement to provide employee feedback as a way to measure training effectiveness through a reflection of skills learned. Identify a method where employees can communicate any frustrations they experience in their training program to create support opportunities. Finally, keep in mind that employees learn best when they are ready to learn. They will thank you for it, and your company will thrive and continue to improve its operations, retaining a satisfied staff working in an ideal company culture of learning. Important notes: - Published on: 2022-07-01 15:59:24 - Category: Posts - [Risks of Over-Training: How to Establish a Healthy Learning Culture](https://gracehill.com/blog/risks-of-over-training-how-to-establish-a-healthy-learning-culture/): Employees Thrive With Thoughtful, Strategic Training Schedules Well-balanced training keeps apartment employees sharp and ready to advance their careers. Successful apartment operators find that managing employee training can be as important as managing their assets. Over-training employees is ruining company… ------------------------- # 3 Key Strategies to Ensure Effective Policies > Just because many commercial real estate companies are challenged to navigate these unstable times brought on by the pandemic, it doesn’t mean re-setting your company policies also has to be unsettling. These policies matter at a time when the challenging… Full Content: Just because many commercial real estate companies are challenged to navigate these unstable times brought on by the pandemic, it doesn’t mean re-setting your company policies also has to be unsettling. These policies matter at a time when the challenging job market has companies needing to hold on tight to their employees, and CRE owners and operators have to address their tenants' evolving uses and space needs. You care about your tenant’s well-being and are determined to make sound decisions when creating, managing, and distributing effective policies. Plus, your company has to shore up its knowledge and expertise gaps today to continue to successfully navigate post-pandemic conditions—all in an effort to strengthen performance, improve compliance, and reduce risk.  When it comes to implementing effective policies, this should not become an “I’ll get to it” matter for an overly-busy HR department. Companies that lack internal expertise to write and maintain policies and procedures, have limited access to industry-standard policies and/or who are unable to tailor policies to culture and company-specific processes should engage with a partner who can set them up for success. With a deep bench of subject matter experts in commercial real estate, Grace Hill offers a robust policy management solution that enables CRE property owners and operators to comply with industry and legal standards, set clear company expectations, ensure that employees are properly trained and updated, improve their properties’ GRESB scores, effectively pivot in response to unforeseen circumstances, and more.  3 Key Strategies For CRE Owners And Operators Policies For Workers and Guests Steps To Improve Cleanliness and Safety Policies Partner With a Company That Has a Deep Knowledge of CRE 1. Policies For Workers and Guests  Companies are busy formalizing their remote/hybrid work schedules while also looking to fill critical job vacancies. At the same time, they must determine policies for workers and guests that maintain organizational culture and performance needs and also: Comply with industry and legal standards Set clear company expectations Ensure that employees are properly trained and updated Can effectively pivot in response to unforeseen circumstances 2. Steps To Improve Cleanliness and Safety Policies Owners and operators that excel in satisfying tenants with building communications, preventive maintenance, security and cleaning are more likely to positively influence renewals and retain staff. Today, reconfiguring workspaces temporarily and increasing space per employee while even reducing occupancy is what many commercial real estate companies are facing. This starts with implementing clear and consistent safety measures that include: Increased frequency of cleaning and disinfection in common areas High efficiency particulate air filters (e.g. HEPA filters) Touchless access control systems (doors, toilets, sinks) Antimicrobial door knobs and hardware 3. Partner With a Company That Has a Deep Knowledge of CRE  When developing and implementing policies in CRE, it’s crucial to do so with a partner who has a broad and deep knowledge of the commercial industry. Grace Hill’s commercial policies were built by CRE subject matter experts and using our policy solution, owners and operators can effectively create, manage, and distribute up-to-date policies and procedures to strengthen performance, improve compliance, and reduce risk liability. Our policy management solution delivers a scalable, time-saving technology in a cloud-based platform that is accessible and editable from any device and equips companies with powerful and easy-to-use tools that: Comply with industry and legal standards Set clear company expectations Ensure that employees are properly trained and updated Maintain organizational culture and performance needs Improve their properties’ GRESB scores Pivot effectively in response to unforeseen circumstances Mitigate the risk and rising costs associated with outdated or a non-existent commercial policy management solution;  Prevent increasing numbers of fines from compliance penalties and high legal costs associated with litigation; and  Shrink the number of insurance claims resulting in rising insurance premiums and eliminates the high cost of managing policies and procedures manually. As we continue to navigate through the post-pandemic year, and more companies and employees commit to return to offices, it will be even more important for commercial owners and operators to offer policies that set up your employees, tenants and portfolios for success. Important notes: - Published on: 2022-04-26 15:12:17 - Category: Posts - [3 Key Strategies to Ensure Effective Policies](https://gracehill.com/blog/key-elements-for-effective-office-policies/): Just because many commercial real estate companies are challenged to navigate these unstable times brought on by the pandemic, it doesn’t mean re-setting your company policies also has to be unsettling. These policies matter at a time when the challenging… ------------------------- # ESG, GRESB & Reporting: Unpacking Critical Insights for Owners and Operators Part 2 > 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… Full Content: 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, more and more investors are asking about companies’ commitments, performance, and progress on ESG initiatives – with a growing number requiring some level of capability around ESG.  ESG falls squarely into “the right thing to do” category for not only a company’s ethical and fiduciary obligations but also for their business’s bottom line. To get buy-in from the executive level – if they haven’t bought in already – leadership must be educated on the value proposition, including the associated risks of not taking action.  Remember, executives are often too busy with concerns about day-to-day operations and meeting their business objectives to track local ESG ordinances and regulations or follow public policy, in general. But if investors see these efforts lacking, there is an increased risk of making a company “un-investible” – and no real estate organization or business wants to be off any investor’s list. During a recent Grace Hill webinar, John Falco, Executive Vice President, Grace Hill, led a conversation about the value of ESG and the benefits of benchmarking ESG performance using GRESB with Brenna S. Walraven, RPA, CPM, BOMA Fellow, President and CEO, Corporate Sustainability Strategies, Inc. Jump to a Section What Is Tracked An Eye on Regulations Why Participate in GRESB When You're Ready To Dive In What Is Tracked ESG means tracking more than environmental aspects. Governance is about how the organization mitigates risk, controls, compliance, and aligns interests with stakeholders. Social includes diversity, equity, and inclusion (DEI),  health/wellness, indoor air quality (IAQ), and engagement with employees, investors, customers, and the community. These things can also be measured and benchmarked by conducting regular employee and resident surveys. A company’s ESG commitment can be measured through a GRESB Real Estate Assessment process and benchmarked against peers. GRESB considers the company’s ESG activities through performance and management related activities; scoring is between 1 to 100. Since 70% of the scoring in GRESB is tied to performance (energy, water, waste, greenhouse gas emissions, building certifications, and engagement with tenants and communities), taking steps to better understand utility usage and performance, as well as proactively engaging with tenants, are critical to GRESB success. And again, these indicators will be how institutional investors increasingly evaluate performance. The GRESB score is a relative benchmark because scoring is always placed in context to how industry peers are doing; as peers improve, so too does the difficulty of scoring. Walraven mentioned AvalonBay, Bozzuto, Kilroy, Hudson Pacific Properties, Vornado, and AIR Communities as being among the leading companies for ESG. Walraven notes, “Investors are increasingly asking and even requiring greater transparency and performance.” To that end, GRESB is one of the best mechanisms to demonstrate both. Resident, tenant and employee surveys are one key part of the overall GRESB program. Surveys conducted in the past three years will be accepted. Still, according to Walraven, “It’s highly recommended to do them annually because your residents, tenants, and employees are changing, and getting more up-to-date feedback is important in driving service delivery and satisfaction.  “There are growing studies that show applying DEI best practices can help companies reduce blind spots and get to better business decisions.  “You cannot fail a GRESB survey, and most of my clients don’t tell me that they want to rank No. 1, but all of them tell me that they don’t want to rank last. Remember, when you look at scores, it’s a bit like the Olympics. The top five companies might be separated by only fractions of a point, but they’ve all given an Olympic performance.” A GRESB survey is a portfolio level, relative benchmark and should not be confused with or compared to property level certifications like LEED, ENERGY STAR, and BREEAM. GRESB success is not only about disclosure and performance on ESG aspects, but ESG efforts in the context of a company's peers - by geographic region, property type and whether the portfolio is publicly or privately held.  There’s a separate GRESB survey for developers because they typically are not involved in the “performance” of their properties but still should have the management policies and programs at the company level. An Eye on Regulations In some cases, local and state-level legislative and regulatory requirements drive increased focus on ESG, including required energy benchmarking and disclosure, as seen in over 30 cities and three states. Legislation such as Local Law 97 in New York City, and others, are specifically tied to decarbonization and renewables. For example, to maintain a healthy atmosphere, the IPCC estimated that by 2030 carbon emissions must be cut by 45% from 2010 levels. In the U.S., existing buildings are responsible for 40% of CO2 emissions, making it a prime sector in the fight for a more resilient and thriving future. Walraven adds, “Over 98% of the country’s building stock is made up of structures that already exist, and over 75% of them are over 20 years old and require efficiency and resiliency improvements.” “Investing in efficiency both for existing buildings – retrofits – and new construction are a win-win solution to environmental and economic perspective.” Why Participate in GRESB Because GRESB is a framework of best practices, the benefits of participation allow real estate owners and operators to benefit from improving performance across multiple aspects of the real estate business.  Specifically, seventy percent of scoring in GRESB is tied to ESG performance, and intuitively it makes sense that if we benchmark energy, water, waste and greenhouse gas emissions, better monitor our usage and continually look for ways to become more efficient, this will save money.  As properties get more efficient, operators are better able to control temperature and thus comfort - which in turn supports better occupant satisfaction and retention.  Further, if we create working environments that are more inclusive and support diversity, organizations get better decision making, less blind spots which lead to better business outcomes - and too better GRESB performance.  Finally, participation in GRESB enables better engagement with investors and sends a signal that the organization understands the importance of ESG, which is increasingly seen as a proxy for good management. GRESB members recently were surveyed on the reason why investors participate in GRESB assessments: 89%: Demonstrate commitment to ESG. 70%: Engagement tool with investors and other stakeholders. 56%: Puts performance in perspective to a benchmark. 59%: Insight into ESG best practices of industry/peers. 59%: Identifies areas of risk, opportunity, and impact of portfolio assets. 52%: Guide for development of internal ESG strategy. Further, the survey asked for the reasons investors use GRESB Assessment: 85%: Access to validated and standardized ESG data of investments. 81%: Analyze the environmental footprint of the overall portfolio. 74%: Monitor how managers are managing ESG risks, opportunities, and impact. 70%: Engagement tool with managers. 67%: Understand where the organization stands against a benchmark. GRESB survey questions vary, and Walraven said the following are the most material ESG issues in the next five years: Net-zero/carbon neutrality Climate change Life-cycle assessment/embodied carbon Resilience Energy consumption When You’re Ready To Dive In GRESB allows companies to review the survey before deciding whether to participate.  For those choosing to, Walraven says the best results “come when a consultant first meets with the company to assess its goals. Next, an ESG plan is developed around those goals, one that fits the company culture, portfolio and vision.  “It’s tough to do a GRESB without a consultant because it’s time-intensive. You might need to dedicate several employees to get through it, and it can take the better part of six months to prepare and get through the submission process. This is why many real estate organizations rely on ESG consultants to help them prepare for and submit to GRESB.” Important notes: - Published on: 2022-03-02 11:00:18 - Category: Posts - [ESG, GRESB & Reporting: Unpacking Critical Insights for Owners and Operators Part 2](https://gracehill.com/blog/esg-gresb-reporting-unpacking-critical-insights-for-owners-and-operators-part-2/): 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… ------------------------- # ESG, GRESB & Reporting: Unpacking Critical Information for CRE Owners and Operators > 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… Full Content: 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 where it truly gets amplified. Investors continue to be prompted to evaluate and adopt a more strategic approach to sustainability, propelled by a global pandemic, climate-related disruptions, social change, and good business sense. CRE operators and finance executive panelists shared these comments: “It’s not becoming crucial; it is crucial. It’s table stakes.” “It’s not just a “‘Europe thing’; it’s evident across the U.S.” “It’s baked into EVERYTHING, including risk assessments and the underwriting process.” “Investors’ questions about ESG are becoming deeper and more thoughtful.” Grace Hill constantly receives calls and inquiries from existing and prospective clients interested in surveying tenants, residents, and/or employees as part of their ESG initiatives and goals or to meet their GRESB reporting requirements. Still, others have simply been reaching out with curiosity because their ESG consultants strongly encouraged them to survey their tenants and employees. Grace Hill recently hosted a webinar, “ESG, GRESB & Reporting: Unpacking Critical Information for CRE Owners and Operators,” where it took a deeper look at the impact and evolution of ESG, GRESB, and reporting with experts Brenna S. Walraven, an internationally recognized leader in commercial real estate and sustainability, and John Falco, real estate thought leader with 30+ years of experience in the office, industrial, retail, and residential sectors. “Some real estate leaders have a clear understanding of what they need to do and why, but others seem less informed,” Falco said. “This webinar helped answer a lot of the questions and clear up some confusion and uncertainty around ESG generally, as well as about GRESB and other similar organizations and vital benchmarking efforts.” During this informational webinar, owners and operators learned: Of the changing marketplace and context for growing interest in and focus on ESG. Better definitions of ESG terms and acronyms – GRESB, ESG+R, SASB, CDP, TCFD, SBTi, etc. Components of an effective ESG strategy. Engagement is key Data matters Benchmarking performance Benefits of GRESB participation. Engagement pathways. Where do surveys fit? Important notes: - Published on: 2022-02-16 05:21:34 - Category: Posts - [ESG, GRESB & Reporting: Unpacking Critical Information for CRE Owners and Operators](https://gracehill.com/blog/unpacking-critical-esg-insights-for-cre/): 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… ------------------------- # Apartment Residents’ Preferences Driven by Remote Work > 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,… Full Content: 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 79 markets. In the report, Grace Hill/NMHC provides a comprehensive look at the home features and community amenities that renters can’t live without, how much they are willing to pay extra in rent premiums, and what matters during their home search.  “It’s important to note that, beyond national trends, there are several market-level nuances affecting renter preferences,” said Kendall Pretzer, CEO of Grace Hill. “National data paints an overall picture for the industry, but it is vital for operators to keep a finger on the pulse of each individual market in their portfolios.  “Trends vary by region, by state, and by municipality and may stray significantly from national averages. A program that regularly polls prospects and solicits resident feedback is essential to successfully meet renter preferences and expectations.” Home Is Now Sanctuary One-quarter of all moves tracked were specific to changes in remote work, as overall, more renters are prioritizing additional space, better amenities, and in-home creature comforts. Home is now their sanctuary. 45% of respondents indicated they worked from their apartments several times a week in 2021. That's up from 19% in 2019. The survey showed that residents are willing to pay a premium in monthly rent for certain amenities:  Washer/dryer in-unit (92% of renters interested/$54.73 monthly premium) Air conditioning (91%/$54.73) Soundproof walls (90%/$46.21) High-speed internet access (89%/$47.93) Walk-in closet (88%/$43.46) Give Them Their Space Persistent lockdowns and other restrictions seemingly led to a strong desire for additional space. For instance, 28% of renters who said they intend to move to a different rental community when their lease expires cited “additional living space” as a reason, up from just 19% two years ago.  Additional space was the third most common reason for wanting to move after “seeking lower rent” (49% of renters) and “seeking better community amenities” (29%). Margette Hepfner, COO, Lincoln Property Company, said at a recent conference that renters want places where they can plug in and work in the community, including the common areas.  “We’ve dedicated space for that, trying to create areas like you see in a Starbucks where people are sitting near each other but aren’t speaking to one another,” she said. “Our focus for these is to be functional while creating nice aesthetics.” Special Delivery While many kept their venturing out to a minimum, the need for goods to be delivered increased. The share of renters who received two or fewer packages per month dropped from 45% in 2019 to just 24% this round.  Conversely, the share who received three or more packages per month increased from 55% to 76% over the same two-year period. And the percentage of renters who received perishable items several times a month or more nearly doubled from 9% in 2019 to 17% in 2021. Then, there’s the explosion of food delivery to apartment buildings. While speaking at an industry conference, Julie Smith, Chief Administrative Officer, Bozzuto, said she recently visited a Chicago property with three 8-foot-long tables set up in its lobby dedicated just to food deliveries. She also said communities could benefit from faster elevators.  “Who wants fries that came with their Door Dash delivery to be cold once they get back to their apartment?” Smith said. Survey Shares Some Quirky Local Trends A gear wall, for home storage and organization, is a sought-after home feature in Honolulu. There 45% of renters say they are interested or won’t rent without one. Rental dwellers in Savannah, Georgia, show the least interest (11%) in a gear wall but have more interest than any other market in a makerspace/DIY room (39%). There is more interest in hot tubs in Boulder, Colorado (70%) than in Philadelphia (41%). Covered parking is more important in Minneapolis (80%) than in Gainesville, Florida (47%). Glad You Asked Soliciting resident feedback is crucial during these times as renters consider their living arrangements. Hepfner said, “We’re not our renters. So, what we think doesn’t matter that much. You need to ask your renters what interests them. For example, we’ve included a podcast/music recording studio in one of our communities for our residents.” Nearly half of residents in the Renter Preferences Survey expressed interest in having a rental living membership where they paid rent but were free to move about to other communities in the portfolio in other markets – not unlike a vacation club.  Hepfner said, “Maybe this could be tied to loyalty points in some way. It might not be something I’d want. But if they are saying this, the biggest mistake would be to simply dismiss it.” Sound-proofing scored very high. Yet, when a conference audience was informally asked how many have sound-proof units, no hands were raised.  “This would cost more money to develop, but maybe this is a benefit we could promote that would keep residents living at our communities longer,” Hepfner said. Given the hyper-competitive apartment leasing environment today, keeping renters at your community really pays off. Just give them what they want. Important notes: - Published on: 2022-02-10 10:52:29 - Category: Posts - [Apartment Residents’ Preferences Driven by Remote Work](https://gracehill.com/blog/remote-work-driving-resident-preferences/): 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,… ------------------------- # Face It: Monitoring for Cyberattacks Is a New Way of Life > 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… Full Content: 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 as more attention is being paid to this priority, business operational threat. Data Privacy Day is Jan. 28 and is recognized as an annual international event. Data Privacy Day’s purpose is to raise awareness and promote privacy and data protection best practices. Companies with hundreds – if not thousands – of employees working across multiple states, including in-home offices, must pay even greater attention to their technology, IT department, and employee information-sharing systems to ensure they are running smoothly. Equally important, they must continually monitor their workers so that the company’s data stays safe. Operators must designate staff to continually seek the latest information on how to help employees learn to fight cybersecurity and hacking issues as this persistent corporate challenge across all industries remains a way of life in the office, at home, and on the road. Jump to a Section Cybersecurity Attacks Can Wreck Company Financials Cybersecurity Must Be at the Forefront of Employee Training Guides Consistent Training Makes a Hugh Difference Passwords Carry a 12-Character Minimum Regular Scans of Employees' Devices Keys Cybersecurity Attacks Can Wreck Company Financials Companies must proactively work to prevent cyberattacks because they can truly wreck a company’s financial growth. The level of sophistication in these hacks and phishing attempts today keeps going higher. Companies have reported hearing how hackers can access a company via email, use the owner's contact information to pose as a client, and email staff asking for financial reports. This is malicious.  Therefore, it’s essential to insist that employees make sure websites are legitimate and email addresses are valid, determining who the sender is before corresponding. Because maintenance team members are sometimes less tech-savvy and idle-minded employees can become vulnerable, company leaders know they’re all just one click away from danger. Cybersecurity is here for good, and it can take place on more than just computers. It’s best to lean into it and embrace it. Given the high volume of cybersecurity claims, cybersecurity insurance premiums have risen 100 percent to 400 percent year-over-year, according to Trent Iliff, Vice President, USI Insurance Services, Oak Brook, Ill. And some housing provider IT teams are reporting that they have received four times the amount of hacking attempts since the pandemic.  The FBI recently issued an alert that foreign hackers were sending boxes from the U.S. Department of Health & Human Services, HHS, or Amazon with dangerous USB devices enclosed. There are two variations of packages: 1) Those imitating HHS often include a LilyGO-branded USB accompanied by letters referencing COVID-19 guidelines, and 2) Those imitating Amazon arrive in a decorative gift box containing a fraudulent thank you letter, counterfeit gift card, and a USB. Cybersecurity Must Be at the Forefront of Employee Training Guides Cybersecurity training should be near the front of any company’s training catalog for employees and new hires.  It’s important to have policies in place to address the following: background checks cannot be overridden; steps in the verification process may not be skipped (for any reason); and how to spot  fake paystubs. For example, training through Grace Hill can serve the company’s compliance purposes. While some workers may have taken courses on cybersecurity before, once joining a new company, it’s best to confirm these employees have been trained correctly and consistently. Astute apartment operators realize that the next horizon for cybersecurity is to be better prepared for fraudulent applications – either by residents or employees.  Consistent Training Makes a Huge Difference Grace Hill provides a full suite of cybersecurity training, “The Cybersecurity Series,” built for property management companies of all sizes with various types of properties in their portfolios. The series includes an employee and a supervisor version, and the courses are appropriate and applicable to both site-level and corporate employees.  The courses are intended for non-IT professionals. There are two series in the package: Cybersecurity for Employees (7 titles) and Cybersecurity for Supervisors (6 titles). Each series consists of short courses that take no more than 20 minutes to complete. Subject matter includes, but is not limited to, storing data, avoiding viruses and malware, social engineered “phishing” attacks, scams, creating strong passwords, and device and document security. Key takeaways from the course include reinforcing a supervisor’s responsibility to confirm that employees understand cybersecurity threats and a reminder of how easy it is for attacks to happen if employees are not vigilant. Grace Hill’s training also provides high-level information on the context behind setting solid passwords and the technology that is used maliciously to crack password codes. IT teams should constantly check and update the company’s software for remote and internal workers, pulling reports on malware and software.  It’s important to have an incident response workflow and even more important that all employees use it. For example, employees must be notified immediately to change their password if it shows up somewhere else. Passwords Carry a 12-Character Minimum The Grace Hill team pays mind to its own training applications. Susan Pickens, Director, IT and Business Systems, Grace Hill, says her company trains its employees with the same methods included in its clients’ training products. “We emphasize that employees must protect their computers – have them locked and that they use password complexity,” Pickens says. “We require 12 characters, and the password must be rotated every 90 days. There’s multi-step authentication, and everything is cloud-based.” Pickens’ team informs the entire Grace Hill staff about what is acceptable, such as downloading outside programs or applications, especially its remote workers, who comprise about 75% of its 170-person workforce. Routine patching and software updates are in place for Grace Hill’s standard tools, including Office 365, Adobe, and browsers. Endpoint protection is installed on all company-issued laptops to protect against malicious downloads and viruses. “We want to remain as flexible as possible with our remote work environment,” said Pickens. “Employees are told to not keep personal files on their company computer. It is a work computer and should function solely for their job at Grace Hill. This property belongs to the company, not the employee.” Regular Scans of Employees’ Devices Key Grace Hill conducts monthly scans of all company-owned computers to ensure no unauthorized applications are installed. Unauthorized or inappropriate applications are removed immediately.  “We all browse the internet at times on work computers, but social media and online gaming sites, such as TikTok and Candy Crush, can introduce vulnerabilities on our computers and is not permitted,” Pickens says. “If we have no knowledge of a tool, we can’t allow it to be installed on our work computers.” Pickens says the staff understands phishing emails and has done a good job of making the IT team aware. She says some sure-fire ways of detecting a malicious email are: The email comes from someone, such as the CEO, asking the employee to do something right away, usually involving documents or important data. Emails are written in all lowercase letters or contain misspellings. The email address of the sender is not displayed, or there is no signature line. A bank logo, such as Chase or Citi, is inserted, but when hovering over it, the link is not recognizable or not the valid company’s website. Pickens suggests using phrases and not just words or letter combinations with passwords.  “[Phrases] are more difficult to crack by these nefarious agents who are using password generators to break employees’ logins, hoping to get lucky,” she says. “And, they do hit it on occasion. More than 80% of malicious activity starts with email. All they need you to do is click on a link or respond to the sender.” Pickens says that all companies should have a disaster recovery plan and incident response plan, both available in hard copy and electronically. “Because if they fall into certain situations, such as losing power or a weather-related incident, access to electronic documents may not be available,” she says. “That hard copy needs to be kept in a safe place where people know where it is.” Avoiding digital information files is not a solution. “All it takes is a person to leave an invoice or piece of paper out with personal information on it; someone takes it, or takes a picture of it or copies it down, and a breach could occur,” Pickens says. Paul Bergeron is Executive Editor of Thought Leadership Today, a platform on his LinkedIn profile that reports on commercial real estate and other topics. He served 18 years as Editor in Chief for UNITS magazine at the National Apartment Association. Important notes: - Published on: 2022-01-27 16:46:24 - Category: Posts - [Face It: Monitoring for Cyberattacks Is a New Way of Life](https://gracehill.com/blog/face-it-monitoring-for-cyber-attacks-now-a-way-of-life/): 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… ------------------------- # Data Connection: Associate Retention Drives Resident Renewals > 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… Full Content: 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 satisfaction.  According to an internal study of Grace Hill customers, for every 3% reduction in onsite employee turnover, communities see a 4% reduction in resident turnover. In a high-turnover industry like multifamily, those percentage points are impactful. If a property could improve associate retention by 15%, it can expect a 20% increase in resident renewals and a significant boost to net operating income (NOI).   The connection between associate retention and resident satisfaction is fairly straightforward.  Long-term employees are not just happy employees who enjoy their work and their role in the company, they are experienced associates with an intimate knowledge of the community and what is needed to create a positive resident experience. Decreasing turnover increases property performance but also reduces risk due to associates’ institutional knowledge of the physical property as well as any specific compliance requirements. That property expertise translates into a more seamless, hassle-free and satisfying living experience for residents.  While the connection between employee satisfaction and resident retention isn’t a new concept, the apartment industry has been slow to embrace the data behind it.  Part of the issue is the sheer volume of performance data now available to management companies and property teams. An avalanche of data in and of itself isn’t helpful. Without the ability to home in on data points and curate the data strategically, it’s difficult to use it on a tactical level.  Benchmark data on employee satisfaction can be invaluable to improving associate retention and enables management companies to deploy actionable plans. Operators that regularly survey associate satisfaction can keep a finger on the pulse of employee sentiment. Statistics show that residents who have a positive leasing and move-in experience are four times more likely to remain satisfied at the time of renewal. Associates are similar in that when they are given the proper initial training and tools to be successful, they are less likely to look elsewhere for employment.  When onsite associates are compelled to stay put, so are residents. We are also seeing that renters are 6% more likely to renew at properties with highly-engaged employees – those who exhibit job ownership, as well as a passion and commitment to the company. Each member of the property team needs to share the same value-driven approach to their job and a unified perspective of what the customer experience should be. Expectations of associates need to be clear, and they need to feel like they’re doing meaningful work. It will require a philosophical shift for the apartment industry leaders to begin to believe in the data, use it to create processes and change management, and establish custom benchmarks that make sense for their companies’ values and portfolios. But resident retention and improved NOI are the inevitable result of a methodical and thoughtful effort to improve employee satisfaction. Important notes: - Published on: 2022-01-27 16:32:22 - Category: Posts - [Data Connection: Associate Retention Drives Resident Renewals](https://gracehill.com/blog/data-connection-associate-retention-drives-resident-renewals/): 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… ------------------------- # Grace Hill’s Product Suite is More than Just Employee Training > 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,… Full Content: 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 consistent and comprehensive results from staff who are more engaged and motivated to learn. These platforms serve as excellent complements to Grace Hill’s Vision platform, which provides enhanced professional development. Rose Associates, Inc. and Drucker + Falk serve as two examples. Each had been steady Grace Hill customers, but when the pandemic disrupted traditional learning, they began to rely more on Grace Hill as their foundation for training. Courses Used for More Than Just Compliance Aysha Leak-Saunders, Director, Training & Development, Rose Associates, says Grace Hill’s programs are user-friendly and, while executed through their Rose Learning Center, have become a key part of the onboarding process for all associates. The New York City-based management company operates 18,000 apartment homes. Leak-Saunders has been a Grace Hill customer for more than 12 years, having used the platform previously at Roseland Residential Trust, before moving to Rose Associates in February, inheriting Grace Hill in her new company. “Grace Hill’s courses are more than just for compliance; they are used for the new employee walk-through when we welcome them, and they can be customized based on the employee’s position,” she says. “They are not just for the onsite team, but for our accounting, finance, development teams, too.” Additionally, Grace Hill’s content material is updated promptly based on operations and other trends occurring in the industry. “We appreciate that Grace Hill continues to grow, develop, and evolve based on the changing business environment that companies are facing,” she says. “We also like that the material for topics has been recreated into more bite-sized pieces of information, which makes it easier for the learner. We can record our own training sessions and upload them into the library for easy reference – and Grace Hill provides a handout for their courses, making it easier for the learners to review. They can pause, save, and go back to their course as they wish. This aids in developing time management.” Leak-Saunders says that because of the pandemic and many more employees working from home, it’s helped the company maintain an ongoing line of communications with its staff, who rely more on video-conferencing as a learning environment. Training Content That Maintains Employees’ Interest In recent years, Drucker + Falk has prioritized creating a comprehensive employee training program. Its Multifamily Education and Recruitment Coordinator, Jay Schoonover, has headed its education for three years, having spent 20 years total at the company, which employs 1,000+ staff. All of its onboarding is done digitally through Grace Hill, but as Schoonover notes, “we hadn’t had a comprehensive training and education structure in place for the prior 13 years. We did online training with Grace Hill, but the overall intent of our program just seemed to be missing something.” That changed when the company created an internal committee of 15 employees to thoroughly review the learning management systems of four competing companies. The Drucker + Falk group found that Grace Hill provided the best overall fit, so it expanded its relationship with them to include PolicyPartner (policies and procedures) and Validate (apartment mystery shopping) to go with Vision. Schoonover says that the committee scored Grace Hill high on the content’s value; it was up to date and interesting, which kept our associates interested and engaged. “This made Grace Hill the right choice,” he said. “And it was a decision we made not primarily based on price.” Drucker + Falk used teleconferencing for training prior to the pandemic, “but COVID-19 really forced us to ramp that up,” Schoonover says. “Because of how we were using Grace Hill for this, it made it easy to increase this format through Zoom. We moved our in-house webinars to Zoom, too.” Courses on De-escalation and Back to Basics Most Helpful Leak-Saunders said Grace Hill’s course on de-escalating conversations with residents proved vital during the pandemic and today. “We’re seeing that there’s been a rise in tension and stress in our residents on things such as service response times and rising rents as we’re coming out of the pandemic,” she says. “Two years ago, these conversations would not have escalated so quickly. Our site team associates truly have become front-line workers. Grace Hill helped us train on how to handle those crucial conversations and to provide conflict resolution.” During the New York City market’s rent recovery of the past year, Leak-Saunders says that the Grace Hill course “Increasing Leasing Tactics for a New Era” has been particularly valuable.  “When you work in such a high-demand market such as New York City, it can be easy to forget how to use the right engagement and listening skills,” she says. “These courses helped us learn how to better build rapport, let others vent, and not take things personally.” Leak-Saunders says that at the onset of COVID-19, in the New York City market, occupancy levels quickly fell into the 60% range. “This was a level we’d never seen before,” she says. “Even in NYC, there were concessions of three- or four-months’ rent – again, something we’d never seen before. The course helped us to ‘get back to the basics’ in leasing when it came to attracting new residents. It helped us to recover from those low occupancy levels, and we’re in much better shape today. It has saved our net effective rents.” As the pandemic has begun to turn the corner, Rose Associates’ occupancy sits at more customary 97% to 98% levels. Helping to Recognize Award-Winning Performance Rose Associates also has taken advantage of Grace Hill’s awards-based platform to track employees’ participation in courses. “It makes it easy for us to recognize and honor employees for things such as completing their onboarding or job coursework in a given amount of time,” she says. Some awards Rose Associates present include the “Rookie Rock Star” for new employees who complete all of their training within six months, Leak-Saunders says. And those who do well in the apartment Validate Mystery Shop program, such as scoring in the 90s, are recognized in the company’s quarterly “Circle of Excellence” category. They also receive a plaque and cash reward. “Employee results are used to create a leaderboard, which creates healthy competition among our staff,” she says. Schoonover says that Drucker + Falk currently is surveying its employees to determine their training needs. “We’ll put that into action next year through Grace Hill,” he said.  Schoonover also praised Grace Hill’s tech support. “They listen and respond to our requests and ideas quickly,” he said. “We have monthly check-in calls with our service provider representative to make sure we’re on the right track.” Leak-Saunders says that Grace Hill is a wealth of knowledge even outside its course library. “We can reach out to them to solve unique problems we might be facing, making this truly a partnership and not just us being their customer,” she says. Important notes: - Published on: 2021-12-10 12:58:28 - Category: Posts - [Grace Hill’s Product Suite is More than Just Employee Training](https://gracehill.com/blog/grace-hills-product-suite-is-more-than-just-employee-training/): 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,… ------------------------- # It’s Time To Go ‘All-In’ on the Employee Experience > 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.… Full Content: 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 also focusing on the employee experience. They have to. During a Virginia Apartment Management Association Hybrid Morning Coffee Meeting, Grace Hill’s Senior Director of Communication and Social Media, Stephanie Anderson, CAM, CAPS, was joined by Christine Gustafson, The Breeden Company’s Vice President of Marketing and Public Relations, to discuss how apartment companies are handling workplace challenges. The lively, interactive chat covered topics such as:  The competition apartment communities are facing while competing with fast-food restaurants and retailers for employees. How a company can and should promote its benefits and compensation programs. The struggle to find work-life balance (or not). Unique ways to build rapport at the site level by connecting personally with co-workers. “It’s not over, but we’re seeing the light at the end of the tunnel when it comes to battling the pandemic,” Gustafson said. “This is not an industry designed to run itself without a full staff, but we’ve done it. We’re essential. We’ve come out okay.” Appreciation Gustafson said that there are many ways to thank and acknowledge staff that doesn’t cost much money but means a lot as they do their day-to-day jobs. “And while these might not be the thing that prevents them from eventually working elsewhere, they do go a long way in showing them and the other employees that you are a company that cares about its staff members,” she said. Anderson said management has to remember, “So much about having a productive staff – and one that wants to work for the company – “is how we make our employees feel.” She said it can start with regularly soliciting feedback. “Not only ask them about their jobs and the way the community operates, but listen to them and put into action what they are telling you. This doesn’t have to be through a fancy and expensive survey process, but rather just reaching out. A management team might want to get and use their employees’ feedback, but you can’t unless you ask and involve your employees.” Anderson explained the value that comes when companies establish voluntary, employee-led committees. “This brings them together – employees from various departments – to work on projects and policies for the company and then to help to carry through on them.” She said companies should often look at their processes. “Don’t take the ‘If it’s not broke, don’t fix it’ mentality,” she said. “There are ways to help your employees work smarter, not harder. And it’s a good bet your employees can tell you ways to do this.” Gustafson spoke of personal touches that can help boost employees’ spirits either after they’ve had a tough situation with a resident or to recognize them achieving a special performance milestone. Gustafson said that by personalizing employee engagement “you are able to get to know your staff and impact them on a daily basis. It’s the power of ‘Thank you.’ ” “Create a ‘favorites’ list for your employees,” she said. “Ask them what their favorite candy bar or snack or lunch place or retail store is so that you can reward them with personal gifts when they do a great job. They’ll get something you know they will like and appreciate. We’ve all got enough key chains and coffee mugs, right?” She encouraged companies to have an employee walk-through with new hires on their first day. “We all know how difficult it can be when showing up for the first day: ‘What do I do? Who do I work with? What’s the culture really like?’”' Having a person to focus on easing an employee into the company helps start things off on a positive note. Again, it’s the little things. Gustafson said she knows of CEOs who, each week, sit down and hand-write birthday wishes on cards for their employees. “Giving a hand-written note is a simple thing to do, but it means a lot.” Gustafson said that while companies strive to have a culture that its employees embrace, “You also have to think about your company’s micro-cultures. As a supervisor, how do you treat your staff? What kind of input do they feel comfortable about sharing? Do they feel valued?” Wages What companies are paying their employees sometimes can be “the elephant in the room,” Anderson said. “The apartment industry has done well the past 21 months with wages and bonuses for new hires, but you also have to think about your existing employees. Are they being paid fairly for their job and experience level?” Anderson said, in somewhat disbelief, that apartment companies are now competing with fast-food restaurants for employees. “Have you looked?” she said. “Starting wages at McDonald’s or Chick-fil-A are $16 to $19 per hour. It’s been that tough to find people. And leasing professionals and even some maintenance technicians fall into this salary range.” Benefits Anderson said that companies can make a better case for themselves by talking up their benefits. “You have to sell your whole employee compensation package to your workers,” she said. “Use this as a retention tool because many workers don’t really know or understand what their company is doing for them. When was the last time you sat down with your employees and presented and discussed their benefits, what you are paying for and what they are receiving as full-time employees?” Employees who are thinking of leaving for more money might not realize that the benefits (such as co-pays) cost more at the “new” job. Also, think about how the company calculates weekly hours. “There is a big difference when it comes to determining how you accrue or use your PTO if you are working an 8-hour day versus a 7.5-hour day,” Anderson said. Work-life balance “Let’s all remember: We’re not curing cancer or splitting the atom,” Gustafson said. “We have important jobs, but everyone has so much that is going on in their lives now. You need to work with them to keep hours and get their jobs done on their time. If they want to work at 5 a.m. or late at night, give them that flexibility. And wow, now we’re entering the holidays, too.” “At the same time, employees need to realize they can’t do everything. Anderson said, “You won’t win the day, every day. Some days you’ll be thriving, and other days you’ll be messy and barely surviving. You have to accept that. You have to give people grace. Remember, we’re all going through something right now in our personal lives. Retaining Employees “The grass is always greener” is definitely alive and well, the panelists said. “People could be leaving for an extra 50 cents per hour,” Gustafson said. “But maybe they are leaving because the company didn’t do the little things that it could to keep their employees happy and feel valued.” Anderson said some employees are being approached by competing companies and immediately being treated better and hearing they are more valued than what the company they actually work for are telling them.  “That shouldn’t be happening,” she said. Anderson said that to keep employees engaged and on the right path, more companies are taking bigger steps to invest in their workers' training, especially the maintenance team.  “Offer them the chance to get better at what they do,” Anderson said. There are service partners out there who provide free training such as HD Supply and Carrier, just to name a few. More companies are offering tuition and even elder-care support. Some offer unlimited paid time off (PTO). “I know unlimited PTO sounds scary, but it works,” Anderson said. Unlimited PTO also gives flexibility to those workers who are intentionally stockpiling their time off in case there are medical or other emergencies.  Companies are also offering community PTO days. “This gives workers a chance to help their community and not take time off to do so,” Gustafson said.  Ideas One company closes its office for a few hours on selected “Mandatory Fun Days.” It uses that time to stop and regroup and have fun. For example, it recently held a pumpkin-carving contest. Another has unscheduled or even impromptu coffee or lunch meetings between staff. They aren’t designed to be business meetings, but often they turn into them, and that’s okay. One company collects $20 donations from employees’ paychecks and spends that on food and snacks for the office kitchen and lunchroom. This way, all of the staff can sit and eat what they like together in the office. Feed the belly, feed the soul. Important notes: - Published on: 2021-11-23 12:11:52 - Category: Posts - [It’s Time To Go ‘All-In’ on the Employee Experience](https://gracehill.com/blog/its-time-to-go-all-in-on-the-employee-experience/): 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.… ------------------------- # 5 Secrets to Mastering the Dreaded Housing Credit Rules > 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… Full Content: 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 owners. In the past, the only way to obtain Housing Credit training was to attend a workshop or seminar, likely in person. Often this meant traveling out of town for several days and sitting through a lengthy course. Industry professionals are used to fast-paced days with more movement and excitement than is likely offered. Quite frankly, lengthy Housing Credit training workshops can be boring and too much information to process, even for the most engaged learner. Learners tend to have difficulty paying attention, leading to minimal retention. Thankfully, the days when attending an overwhelming seminar was your only option are over. If you want to become proficient in Housing Credit, I have five secrets to share with you: Secret #1: Take bite-sized courses in an environment that is comfortable. Traditional seminars don’t fit the realities of our lives anymore. We are all busy with limited availability to step away from our properties for long periods of time. Most attendees have to move mountains to attend such an event and often, when they arrive, are strapped to their cell phones the entire time because they can’t fully leave their job responsibilities behind. Taking short, to-the-point courses on a specific concept or rule — in an environment you are familiar and comfortable with — allows for a better learning experience. Secret #2: Carve out time for learning on your schedule where minimal interruptions can take place. Trying to complete a course or seminar in the middle of a chaotic day where you have other more important tasks likely is not the best option. Commit to investing in yourself by staying up to date on trending information without compromising your property or personal time. It is nearly impossible to learn when your head is elsewhere. By having courses available on your schedule, you triple your retention. Secret #3: Tackle the complicated rules in chunks, allowing your brain to fully grasp the information before forcing it to move on to another rule. Traditional seminars pack in a lot of information due to time constraints. It is not uncommon for these workshops to tackle 10 to 15 complicated rules. But our brains don’t work that way, resulting in only fully retaining two to three concepts. This means over 80% of the information given is not fully retained. By learning the rules in chunks, you match how our brains learn, increasing your retention tenfold. Secret #4: Have the rules more than just explained but illustrated to see how they work. Then, have the opportunity to practice them, showing you how to master them in the real world. We tend to learn in multiple ways, for example, hearing, seeing, and doing. Most lectures or other training only use one learning method: hearing. A few also throw in some visual learning with a slide show. But the method that has the biggest impact on our learning and retention is the actual “doing.” Courses that use all three learning approaches allow you to master the concepts quickly and easily and, most importantly, successfully transfer them into your job. Secret #5: Repeat each concept until you have it. We all learn at different paces. Sometimes a concept strikes a chord with us, and we become fixated on it, causing us to miss the next training topic. Other times we find ourselves amid a topic we have already mastered or doesn’t apply to us, so we become bored and disengaged. By taking courses at our own pace, we can repeat information until we’ve got it, skip information we’ve already mastered or that doesn’t apply, and fixate on topics that are important to us, taking as much or as little time as we need. As the learner, you are in the driver's seat for your education experience. Now that is how you learn and retain! At Grace Hill, we implement each and every one of these secrets into our curriculum to maximize your learning experience. And it works! The industry is raving about this unique and effective approach to learning and training team members. Remember, it isn’t just about learning the rules; you want to feel and be compliance confident! Important notes: - Published on: 2021-10-20 14:52:05 - Category: Posts - [5 Secrets to Mastering the Dreaded Housing Credit Rules](https://gracehill.com/blog/5-secrets-to-mastering-the-dreaded-housing-credit-rules/): 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… ------------------------- # Misstep #4: Failing to Fully Utilize Results > 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.… Full Content: 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 shopping ROI: the fourth and final Misstep, failing to fully utilize results. All too often, individual employees within multifamily organizations hyper-focus on achieving a perfect, 100% score. Teams make the mistake of applying results only to individuals rather than the entire organization. And they tend to skimp on how they administer the program to achieve optimal outcomes. Let’s explore how this happens — and how to make sure it doesn’t happen to you. It’s Practice. Not Perfection. It makes sense that employees want to achieve that elusive 100% score. We often see disputes from employees desperate to improve their 96% to a 100%. But is this pursuit of perfection in the best interest of the organization? It may surprise you to find out that it isn’t. If you’re putting too much emphasis on individuals achieving high scores to obtain bonuses and avoid negative repercussions, you may be wasting your time. In this scenario, the mystery shop administrator spends an excessive amount of time justifying scores and dealing with an overwhelming number of disputes and complaints, diverting the attention away from the true purpose of your shopping program. Ideally, a well-strategized mystery shop program will result in a wide distribution of scores, making it easier to identify shops on the low-end where gaps and opportunities for improvement can be quickly determined. If everyone is scoring high, or the distribution of scores is clustered near the top of the spectrum, that’s impressive, but we at Grace Hill would respectfully challenge that your survey needs to be modified. Start by asking, “Are we really assessing the pain points that may be impacting our customers and identifying issues that could be resulting in a negative experience?” As time goes on and you notice a trend toward higher average scores, it’s important not to become complacent. Work to make sure you’re continuously improving the quality of the customer experience and team performance. Periodically review and recalibrate the survey assessment questions to help bring about a wide distribution of scores, and as a result, more accurate and actionable insights.  Ask the Tough Questions. Then Ask Them Again. In Misstep #3, we talked about the importance of a randomized, programmatic approach to mystery shopping to help optimize ROI. You may remember that this method carries the least risk of error, produces the most accurate and reliable insights, promotes buy-in and fairness (because everyone has an equal chance of being selected), and enables you to apply findings to the entire population you’re surveying. While you may need to pinpoint certain individuals who require improvement — with upskill training through Validate or working with their manager or trainer — you can’t stop there. To squeeze every ounce of ROI from your program, ask yourself the tough questions, such as:   Is the issue a trend you see across other team members/locations, or is this isolated?   What’s the gap between expectations and reality?   How does this gap impact the customer experience?   How is the expectation addressed in policies/training? Does it need to be supplemented or revisited? Look beyond the individual. If you address the issue at hand, will all team members - even future team members - see the benefit? By applying results to a broader population, you can extract even more ROI from your mystery shopping program.  For example, instead of targeting new hires on their 3-month anniversary (a strategy that can lead to numerous headaches and inconsistent, unfair results), use your results to identify those associates who were shopped in their first 2-3 months of hire. What trends do you see in those shops? Can the results help you identify gaps and training needs for onboarding employees even more efficiently? Think ‘People Power’ For any mystery shopping solution to be truly effective and to provide maximum ROI, you need the right people in the right places at the right times to guide the process every step of the way. Depending on how large or small your company is, this might be one go-to person. Below are three key administrative roles to have in place for a seamless, successful mystery shopping program: An administrator who can use the information gathered to assess performance trends across various teams and skills to identify gaps. Regional managers or trainers to proactively review results with individuals and teams, follow up on opportunities for improvement, and encourage buy-in to the program. A mystery shopping champion who will clearly communicate the purpose and expectations of the assessments to the entire organization, including why it’s designed the way it is, how the data is used, and how it aligns with other departments to implement and iterate team member training and best practices toward the goal of exceptional customer experience. It’s clear; effective mystery shopping should not only assess employee behaviors but also analyze the bigger picture. By evaluating your company’s operating standards, customer interaction channels, and critical touchpoints, you can more accurately see — and improve — the whole customer experience in a broader context. Putting the Pieces Together Since it was first employed in the 1940s to analyze employee integrity, mystery shopping has evolved to become a research tool used by organizations to understand brand sentiment and rate the customer experience by understanding the customer-sales associate interaction. In the multifamily industry, mystery shopping is still evolving. But one thing is certain — implementing and conducting a successful mystery shopping program doesn’t happen by accident. It takes knowing your purpose; communicating with everyone involved; and being flexible, open, and proactive as you assess results and apply strategies for improvement. Your mystery shopping provider should also be your partner. That’s exactly how we at Grace Hill approach business with you. It’s also why we created Validate, our industry-leading mystery shopping platform designed to bring a higher level of value and integrity into onsite assessments.  Curious about how it works? Be sure to register for our live webinar, July 21 at 1 p.m. ET. We’ll take you on a tour of Validate, and you’ll learn about best practices that are proven to boost operational performance. Important notes: - Published on: 2021-07-14 17:01:39 - Category: Posts - [Misstep #4: Failing to Fully Utilize Results](https://gracehill.com/blog/misstep-4-failing-to-fully-utilize-results/): 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.… ------------------------- # Misstep #3: Ignoring ROI Optimization > 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… Full Content: 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 move toward making the most of your investment. But too many multifamily companies overlook necessary steps to develop and execute their mystery shop programs, resulting in deflated ROI. This week, we’ll explore another common misstep in multifamily mystery shopping—ignoring ROI optimization—and share some simple and effective ways to combat it. Explore Your Why Simon Sinek writes, “Very few people or companies can clearly articulate WHY they do WHAT they do. By WHY I mean your purpose, cause or belief – WHY does your company exist? WHY do you get out of bed every morning? And WHY should anyone care?” What is your “why” as you examine implementing a mystery shop program? Do you want to improve your properties’ reputation through social media and online reviews? You might want to upgrade your selling techniques and training methods. Or you could be focused on building a best-in-class company culture and a more productive work environment. All of the above help lay the foundation for top-notch customer experience—which just happens to be the #1 driver of healthy ROI (as explored in Blog #2). Ask the Right Questions Once you know why you’re mystery shopping, take a hard look at how you’re going about it. Start by examining your survey questions. Do they measure the activities that influence customer satisfaction? Simply asking, “Were they wearing a nametag?” won’t cut it. Questions should be focused on measuring customer engagement, condition of the community/model/office, consistent, non-discriminatory service, and so on. Next, double-check that the standards you’re measuring reflect the unique expectations you’ve set for your organization--the set of behaviors, values, and beliefs that make up your company culture and how your customers experience your brand.  Bottom line: If your survey questions aren’t directly tied to your company goals and strategies of improving customer experience and satisfaction, then mystery shops can’t help you achieve higher ROI. Aim for Random Acts of Mystery Shopping Targeting “every location, every month, every employee” in a predictable manner has been shown to result in spending more on mystery shopping than is necessary—with little return in the way of long-term performance improvement. You risk your mystery shop not being a mystery at all and wind up assessing how your teams behave when they know they are being tested, versus getting an accurate picture of the typical customer experience. Instead, take a randomized, programmatic approach to help optimize ROI. This carries the least risk of error, produces the most accurate and reliable insights, promotes buy-in and fairness (because everyone has an equal chance of being selected), and enables you to apply findings to the entire population you’re surveying. The randomized method, conducted regularly, creates an internal benchmark and allows you to identify underperforming locations or markets that you can then focus on. Shop All Channels Rather than just focusing on the customer experience online or as a walk-in, you’ll want to shop all channels through which customers interact with your brand throughout the leasing process (virtual, call-in, etc.). The idea is to proactively look for opportunities to improve the customer experience and uncover issues through shoppers before your customers do, ultimately protecting reputation management and social presence. Use Technology to Trim Costs As with any program, overhead costs of running a mystery shopping have a significant impact on ROI. Sure, you want—and need—administrative help, but you also want to make sure you’re using their time wisely on tasks that add value to the program. Utilizing the right technology will free up hours spent on nominal tasks while streamlining and automating administrative functions. Your mystery shopping solution should create a programmatic approach where shops can be automatically ordered on a regular cadence—no manual administration necessary. Automated report distribution capabilities notify managers and admins when shops are ready to be reviewed and provides all necessary information to conduct the review process with employees. Beyond technology, it’s a good idea to conduct periodic reviews so assessments can be kept relevant and useful and repeatedly raise the bar on service quality and employee performance. Get on the Same Page Using mystery shops to single-out or reprimand individual employees means you can expect company culture to erode. Lack of buy-in from onsite teams and managers is one of the quickest ways to erode culture—and shrink the ROI of mystery shopping. What if there’s a dispute over results? It’s important to be somewhat flexible. Allow some subjectivity in score adjustments to ensure the results appropriately reflect the company standards, integrity, and maintain employee buy-in, which,as stated before, is critical to getting the most ROI possible. With Validate, admins can do this on their own without any back and forth. If scoring errors are found, we will resolve those disputes within 24-48 hours and work with our clients to modify survey instructions or questions to minimize those disputes in the future. Protect Your Investment We know how much you’ve invested in your organization’s success. Rest assured, our Validate solution was developed to protect this investment—always with your ROI in mind. Validate features built-in efficiencies that keep your operation running smoothly, your mystery shopping program randomized and fair, and your results less biased to help maintain data integrity. See it in action during our live webinar July 21 at 1pm ET. You can tour Validate firsthand, hear from your peers, and delve into best practices that boost operational performance. Next week, we’ll explore another topic related to mystery shop ROI—-how to apply results. Watch for “Misstep #4” where we’ll discuss: The importance of applying results across the entire organization Why it’s critical to not focus on achieving a score of 100%  How to incorporate upskill training  How to avoid getting fixated on scores And more! Chat with us via Gracie to learn more about Validate and to set up a personalized demo. Or, call us at 866-GRACEHILL.  Important notes: - Published on: 2021-07-06 16:55:57 - Category: Posts - [Misstep #3: Ignoring ROI Optimization](https://gracehill.com/blog/misstep-3-ignoring-roi-optimization/): 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… ------------------------- # Misstep #2: Overlooking Company Culture > 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… Full Content: 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 employees feel targeted or “spied on”?  At Grace Hill, one of the biggest mystery shopping challenges we see property management companies struggle with is employee resistance. There’s a palpable fear of mystery shops from onsite teams. They feel they’re being singled out, with the results eventually used to reprimand or, even worse, fire them. Unfortunately, this response has been conditioned by many years of using mystery shopping as more of a human resources tool focused on new hires and underperformers and tied directly to employment or bonus decisions. But it doesn’t have to be that way. Mystery shopping can be a powerful performance management tool, as evidenced by Grace Hill’s Validate solution. Used as part of a comprehensive program, it generates awareness around your most important brand standards and initiatives, helps align goals across the organization, and drives organizational behavior change—all in the spirit of better serving the customer. The Brand/Culture Connection According to Corporate Wellness Magazine, culture is made up of the organization’s collective values, norms, and beliefs—a.k.a. "how things are done around here."  Your culture is what shapes your brand, which is the outward manifestation of your company’s DNA. It defines whether or not people who come in contact with you and your employees have a positive customer experience—or a not-so-great one. The right mystery shopping program takes this into account by “inspecting what you expect.” Surveys should cover not only the fundamentals but should also address expectations unique to your organization’s intended customer experience. They should measure the degree to which your onsite teams are supporting your investment into your brand’s identity. Finally, as the organization aims for higher standards to gain an edge over competitors, the mystery shop evaluations should be altered to measure those efforts.  But that’s just the beginning. It’s All About Buy-In It’s not just about what is being evaluated but also how you engage your employees. It’s vital for everyone to understand the purpose of mystery shopping and the tangible value it brings to the business—and to themselves. Perhaps even more important, employees need to understand how the company uses the results of the mystery shops. This commitment to transparency is critical to any successful mystery shopping program. Transparency builds trust and brings about higher engagement and commitment levels from employees, which contributes to better customer interactions. Buy-in from every level of your organization is the goal—especially regional and district managers. They’re on the front lines working directly with onsite team members and overseeing operations. Empower them with mystery shop results. Keep them intimately involved in reviewing assessments with employees and making decisions about improvement in training and operating procedures.  Trust them to help make change happen. Recognize, Reward, Retain According to Deloitte, high-recognition companies—those that give team members the ability to recognize their fellow employees through social reward systems and regular appreciation activities—have "31 percent lower voluntary turnover than companies with poor recognition cultures."  For example, you might recognize onsite teams that are leading the way in customer experience or encouraging friendly competition across communities to improve follow-up efforts. These efforts go a long way toward getting employee buy-in, making your mystery shopping program more effective.  By prioritizing employee recognition and rewards, you’ll have a better chance of retaining the talent you want to keep. It's a strategic investment, one that translates directly into the customer experience. Take Progressive Action It’s clear—mystery shops that are seen as “big brother” or “spies” and used to terminate or punish employees will produce the opposite effect of what companies are hoping to achieve. Rather, using the results to identify opportunities to improve and align training and operating standards will have a much broader—and more effective—impact on your organization, customer experience, and ROI. One fundamental step is to assign upskill training where there are performance gaps. But to most effectively promote a positive culture and buy-in to a mystery shopping program, it’s important to promote what changes and improvements are made as a direct impact of the shop program. Progressive actions also can include: Identifying mentors and exemplary performers to help train and reinforce company standards Generating awareness and supporting change management efforts around important customer-experience related initiatives Promoting positive change around policies and training geared to improving client and employee satisfaction The Grace Hill Validate mystery shopping solution can help deliver the insights and unbiased assessment you need to help bridge gaps in your culture, raise customer and resident satisfaction, and improve your community reputation. Stay Tuned We’ll examine more common missteps in the weeks to come, including how to use mystery shopping to optimize ROI, how to use results for the best possible outcomes, and the best way to refine shop assessments so that you continue to see improved property performance. Hear from your peers about their mystery shopping experiences and what they’ve learned. And attend a live webinar to tour Grace Hill’s Validate solution and see how we put this industry knowledge into practice. Misstep #3 coming in two weeks. Don’t miss it! Important notes: - Published on: 2021-06-22 12:18:08 - Category: Posts - [Misstep #2: Overlooking Company Culture](https://gracehill.com/blog/misstep-2-overlooking-company-culture/): 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… ------------------------- # Is Multifamily Mystery Shopping Misunderstood? > 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… Full Content: 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 practice has become the subject of unwelcome jokes by onsite teams. This feedback is what inspired us to create Validate, our current mystery shopping solution, designed to bring a higher level of value and integrity into onsite assessments. In the weeks ahead, we’ll explore 4 of the most common missteps in multifamily mystery shopping and share best practices and tips on how to avoid them. Misstep #1: Using Mystery Shopping as an HR tool   One of the biggest mistakes multifamily organizations make is to use mystery shopping as a tool to course correct employees. In this scenario, leaders focus on specific behaviors of underperformers and/or new hires, revisiting those who “failed” and subsequently, targeting individuals for retraining. This often leads to negative culture implications where employees feel as though they’re being “spied” on. Because new hires and underperformers have the highest turnover rate, money spent shopping these employees can quickly deplete ROI. It contributes to an organization’s inability to establish meaningful internal benchmarks: they may overlook the fact that improvements to policies and training are needed versus only identifying underperformers. In addition, the tendency for onsite teams to be able to spot the mystery shoppers leads to unnatural behaviors by targeted employees and results in inaccurate and invalid results. Before we can change all this, we first need to change minds. Excellent Customer Experience is the Goal   A good place to start is to understand the difference between customer service and customer experience. A widely accepted definition of customer service is “an interaction limited to specific, measurable sale-related instances,” while customer experience is “everything the customer has ever experienced, believed, thought, loved or hated about the brand.”   The end goal, of course, is to have an accurate—and actionable—assessment of what you need to do to improve the overall customer experience—not just customer service. When properties use mystery shops solely to help pinpoint individuals who may be underperforming (as an HR tool), they overlook everything else that goes into creating a positive, memorable—and lease converting—customer experience.   So how do you achieve exemplary customer experience? How to Get There   As we’ve explored before, there are companies in many other industries demonstrating the overwhelming value of mystery shopping. Our solution, Validate, follows the best practices of the most successful mystery shopping programs: Conducting randomized assessments focused on evaluating customer experience and looking for ways to improve both employee behavior and operating standards, thus driving intent to lease and customer loyalty. Analyzing the customer experience as a whole, monitoring all channels where a customer interacts with the brand—online, via phone or email as well as in-person. Examining whether or not employee behaviors and operating standards deliver the promises the brand makes. Focusing on a broader application of the results. Overall, these tactics improve ROI and long-term performance outcomes for the entire organization by aggregating results and using them to identify and fix systemic breakdowns between customer expectations and what is actually delivered. Technology Changes the Game By following the best practices above, you can avoid this common misstep. But you can’t stop there. You’ll need state-of-the-art technology to make it all easier to manage from initial implementation through reporting to robust, multifamily focused training. Finally, apply findings as part of an entire “performance loop” which takes into account company policies, learning opportunities, and assessing whether or not the results are what was originally intended. Validate, Grace Hill’s mystery shopping solution, amplifies these best practices with cutting-edge technology and industry-leading content resulting in improved customer experience, a healthier ROI, greater integrity, ease of use and optimized performance.  Check, check, and check. More Missteps — and Their Solutions — To Come Over the next few weeks, we’ll explore how to get more out of your mystery shopping program: aligning it with your company culture, optimizing ROI and best practices in using the results and refining/retooling your shop assessments to continue to drive improved performance for your properties. We’ll also talk to some of your peers in the multifamily community about their approach and how Validate has impacted their organization. During the last week, we’ll invite you to a live Webinar to tour Validate, and see how we’ve applied these best practices, with technology to make administering the system more efficient and content that makes the biggest impact on your employees in the shortest amount of time.  Don’t miss the next 3 revealing missteps!   Important notes: - Published on: 2021-06-16 13:33:54 - Category: Posts - [Is Multifamily Mystery Shopping Misunderstood?](https://gracehill.com/blog/is-multifamily-mystery-shopping-misunderstood/): 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… ------------------------- # Complying with the Extended CDC Eviction Moratorium > Complying with the Extended CDC Eviction Moratorium On March 29, the U.S. Centers for Disease Control and Prevention (CDC) extended its federal eviction moratorium order through June 30, 2021. In response, the Consumer Financial Protection Bureau (CFPB) and the Federal… Full Content: Complying with the Extended CDC Eviction Moratorium On March 29, the U.S. Centers for Disease Control and Prevention (CDC) extended its federal eviction moratorium order through June 30, 2021. In response, the Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC) issued a joint statement announcing that they will increase scrutiny of eviction practices during this time. “Staff at both agencies will be monitoring and investigating eviction practices, particularly by major multistate landlords, eviction management services, and private equity firms, to ensure that they are complying with the law.” — CFPB, FTC Joint Statement It is now more important than ever that property management companies ensure eviction practices across all communities are compliant with consumer protection and fair housing laws. Compliance requires companies to establish compliant policies at the corporate level and effectively communicate and train on those policies to the employees responsible for carrying them out. Employees at all locations must understand: What notification to residents is required Which residents are covered by the moratorium What documentation residents must provide to be eligible When and how to challenge the validity of resident documentation How to avoid fair housing violations when conducting eviction proceedings Provisions & exclusions The CDC order prohibits removing renters with documented eligibility from their housing during the moratorium period. It does NOT: Prohibit evictions for reasons other than nonpayment of rent, such as criminal activity Relieve renters of their obligation to pay rent Prohibit the charging of late fees or other penalties due to nonpayment Preempt more protective state or local laws Prohibit the filing of eviction proceedings Required notification The CFPB’s final rule, effective May 3, 2021, requires landlords seeking to evict residents for non-payment of rent to provide “clear and conspicuous notice” that the resident may be eligible for temporary protection from eviction under the CDC Moratorium. Sample language can be found at the end of this Notification Letter issued by the CFPB. Notice must be provided in writing on the same day as the eviction notice or on the date that the eviction action is filed if no eviction notice is required by law. Eligibility documentation To receive protection under the eviction moratorium, residents must submit a signed declaration of eligibility. Residents are not required to use the CDC form; however, documentation must include all of the information on the CDC form and must be in writing. Housing providers may challenge the validity of a renter’s declaration in any state or municipal court. It is advised that companies use consistent, documented criteria for challenges to avoid discrimination charges.  Important notes: - Published on: 2021-05-21 15:23:55 - Category: Posts - [Complying with the Extended CDC Eviction Moratorium](https://gracehill.com/blog/complying-with-the-extended-cdc-eviction-moratorium/): Complying with the Extended CDC Eviction Moratorium On March 29, the U.S. Centers for Disease Control and Prevention (CDC) extended its federal eviction moratorium order through June 30, 2021. In response, the Consumer Financial Protection Bureau (CFPB) and the Federal… ------------------------- # 5 Things Property Managers Can Do to Help Protect the Earth > April 22, 2021 is Earth Day! We know that both businesses and individuals play a role in influencing our planet and the environment that we live in. Even small, daily actions can make a massive impact over time. Don’t underestimate… Full Content: April 22, 2021 is Earth Day! We know that both businesses and individuals play a role in influencing our planet and the environment that we live in. Even small, daily actions can make a massive impact over time. Don’t underestimate the power you have to make a positive change!   Here are 5 things property managers can do to help protect the earth: Community Recycling Single stream recycling is an easy option for all residents to use. Encourage more recycling by adding bins in community areas that may only have trash receptacles. Consider an area for boxes as part of your package management system. The increase of deliveries means more waste that can be recycled. Water Conservation Consistent preventative maintenance is key to finding and preventing leaks. Budget for efficient equipment with new technology whenever possible. Low-flow toilets, shower heads, and faucets are a great start.  Resident Education  Share community data on daily utility consumption. Discuss impactful ways to lower utility bills while helping the environment. Enhance Greenery  Plant a tree each year. This is great for community curb appeal and better for the environment. Consider offering a community garden for resident use if space allows. Bike Amenities Encouraging bicycling as an alternative form of transportation. You can offer bike storage, designated riding paths, and repair stations.    Learn more ways you can help protect the planet, and Earth Day 2021 initiatives, here.  Happy Earth Day! Important notes: - Published on: 2021-04-22 15:19:16 - Category: Posts - [5 Things Property Managers Can Do to Help Protect the Earth](https://gracehill.com/blog/5-things-property-managers-can-do-to-help-protect-the-earth/): April 22, 2021 is Earth Day! We know that both businesses and individuals play a role in influencing our planet and the environment that we live in. Even small, daily actions can make a massive impact over time. Don’t underestimate… ------------------------- # Grace Hill Celebrates Fair Housing Month With New Fair Housing Boosters and Course Updates > National Fair Housing Month celebrates the passage of the Fair Housing Act in April of 1968. This act made it illegal to discriminate in the sale, rental, or financing of housing based on race, color, national origin, religion, or gender.… Full Content: National Fair Housing Month celebrates the passage of the Fair Housing Act in April of 1968. This act made it illegal to discriminate in the sale, rental, or financing of housing based on race, color, national origin, religion, or gender. In January of this year, President Biden signed an executive order extending protections provided by the Fair Housing Act to include gender identity and sexual orientation. At Grace Hill, we firmly believe in equal housing opportunities and believe our nation’s commitment to those rights should be celebrated! The Forgetting Curve Ever wonder why sometimes your learners forget what they’ve learned after only a few weeks? You’re not alone. As time passes, without actively engaging with what has been learned in a meaningful way, learners forget! There’s a term for this – the Forgetting Curve – and it shows how over time, people forget what they’ve learned if they don't revisit and reinforce that knowledge. Grace Hill is happy to announce that this week, we have launched all-new Fair Housing Boosters that are now available and LIVE in Vision as part of our Essentials package. All About Fair Housing Boosters Our Fair Housing Boosters are short, engaging learning activities that can be completed in five minutes or less and are specifically designed to combat the Forgetting Curve on important Fair Housing topics. The new titles are: Fair Housing Booster: Practicing Fair Housing Fair Housing Booster: Criminal Background Checks Fair Housing Booster: Local Nuisance Ordinances Fair Housing Booster: Limited English Proficiency If you are not currently a Vision customer and would like to learn more about our learning management system, schedule a demo with us by visiting our website. Try a Booster, Win a Gift Card What better way to celebrate National Fair Housing Month than to reward people for extending and reinforcing their Fair Housing knowledge? We can’t think of one! We have three $50 Amazon Gift Cards up for grabs! Every Fair Housing Booster completion before April 30th will be entered into a drawing to win one of the gift cards, and that includes administrators! The more boosters you take, the more entries you get. Take all four boosters, and you get four entries. We will announce the winners in May. What’s Coming Next for Fair Housing Month? Later this month, Grace Hill will be rolling out new course updates which will be replacing Fair Housing II. These courses are now available for your preview in Grace Hill University and will be officially launched at the end of April. The new titles are: Fair Housing and Reasonable Accommodations and Modifications Fair Housing and Disparate Impact Fair Housing and Communicating with People Who are Deaf or Hard of Hearing Fair Housing and Terms, Conditions, and Privileges If you have questions about the new Fair Housing Boosters or Fair Housing II Updates, please reach out to your Account Manager. SAVE THE DATE We will be hosting a panelist discussion on Fair Housing & Disparate Impact on April 22nd at 3 PM ET that you won’t want to miss. Register here to save the date. We appreciate the opportunity to help you close the Talent Performance LoopTM. Happy Fair Housing Month! Important notes: - Published on: 2021-04-09 11:47:57 - Category: Posts - [Grace Hill Celebrates Fair Housing Month With New Fair Housing Boosters and Course Updates](https://gracehill.com/blog/grace-hill-celebrates-fair-housing-month-with-new-fair-housing-boosters-and-course-updates/): National Fair Housing Month celebrates the passage of the Fair Housing Act in April of 1968. This act made it illegal to discriminate in the sale, rental, or financing of housing based on race, color, national origin, religion, or gender.… ------------------------- # Women Executives From Multifamily Industry Discuss Leadership, Opportunities > https://vimeo.com/522988197/b49b6407ea   Women Executives From Multifamily Industry Discuss Leadership, Opportunities In conjunction with International Women’s Day on March 8, IBM released some disappointing news about women holding leadership positions. Their new report, “Women, Leadership, and Missed Opportunities” looked at the… Full Content: https://vimeo.com/522988197/b49b6407ea   Women Executives From Multifamily Industry Discuss Leadership, Opportunities In conjunction with International Women’s Day on March 8, IBM released some disappointing news about women holding leadership positions. Their new report, “Women, Leadership, and Missed Opportunities” looked at the current corporate pipeline in 10 industries from nine different countries or regions and shows that there has been virtually no change in the number of women in top executive positions since 2019. Some leadership roles have even seen a decline. Women are already underrepresented in various corporate leadership positions, but based on the new report, it seems like representation is becoming worse. During the same week of the report, we at Grace Hill hosted a webinar, “Cultivating Women Leaders in Multifamily” that featured four female leaders in our industry who shared their keys to success and offered ideas, advice, and guidance for growth and effective management.  This discussion was moderated by Grace Hill’s Dana Hill and Christi Dobbins, and key topics covered include overcoming self-doubt, the importance of mentor relationships, expanding and diversifying your professional network, career-boosting resources, and communication. Overcoming Imposter Syndrome Alycia Anderson, Regional Vice President of Sales for Knock, is an accomplished motivational speaker, tennis player, cyclist, and identical twin, who was also born with sacral agenesis – a condition that has led her to live her life from a wheelchair. “Facing self-doubt or the doubt from others is a challenge for many, including myself,” Anderson said. “This has affected all aspects of my life, my entire life. In grade school, when I was excluded from some field trips because there was seemingly no way to adapt and include. Whenever I didn’t get my ‘dream job due to the physical nature of the position,’ and the, ‘why me’ come up, fueling self-doubt.’ There are many stigmas and biases that come with living a life with a disability.” Anderson said that the silver lining in overcoming this, “is that I’ve learned to believe in myself and know my worth.”  But Anderson’s challenge with doubt is not uncommon. KPMG’s “Advancing the Future of Women in Business: A KPMG Women’s Leadership Summit Report,” surveyed 750 U.S. executives and found that 75 percent of executive women report having personally experienced imposter syndrome (having feelings of inadequacy and self-doubt) at certain points in their career. Eighty-five percent believe imposter syndrome is commonly experienced by women in corporate America.  Making the mental push to get beyond these uncertainties can be a difficult thing to start, Anderson said. "But once you let it get going, it becomes a trickle-down phenomenon, stripping away doubts – it lets you be bold in your actions.” Marci French, Vice President of Operations for apartment operator HRG Management Services, and a National Apartment Association Education Institute faculty member, echoed some of Anderson’s thoughts. “Early in my career, I found myself apologizing for who I am,” French said. “It was a way to navigate away from being the strong personality that I am. I felt like, because I’m a woman, I had to overcompensate for that. Now, I can accept who I am and be that person.” “Fear of failure can really rise up,” added Darcey Forbes, Senior Director of Field Sales at Grace Hill. Forbes’ career in multifamily began with a summer internship right out of school. She then worked her way up the management ranks for many leading companies. “You can and should learn from your experiences; that helps you overcome self-doubt.”  When feeling intimidated, Forbes recommends channeling advice paraphrased from TV personality Robin Roberts: “Think of where you’ve been, what you’ve done – the successes along the way. Instead of being intimidated by the mountain in front of you that you have to climb, turn around and look at all the mountains you’ve already climbed.” Mentors: ‘Have One, Be One’ When it comes to strengthening new women leaders, Senior Director for Training and Development for FPI Management,  Jessica Fern, emphasized it’s crucial that leaders identify their core values for life and follow them truthfully. “If your actions don’t align with your values, your intentions will be misguided,” she said. “When leading, try to make those around you fear less; and always remain incredibly grateful.” Nearly all the panelists agreed mentorships are a vital element in personal and professional growth. “With mentorships: have one, be one,” French asserted. “And be in a constant state of learning, yourself. Determination, hard work, and integrity can take you a long way.” Forbes also encouraged women to make stronger connections and to diversify their contacts to include those beyond the multifamily industry by finding people who have a wealth of knowledge in other areas. “If you look at your list of contacts and their backgrounds all seem similar, branch out. Pay attention to who is in your personal ecosystem. Seek diversity there.” Fern later added that it’s important to, “be a leader of self as well as a leader of others. Be a good example. Be someone who people can trust and who people will want to follow.” How, exactly, to go about being that kind of leader? Fern said she finds strength in self-reflection. “It helps me a lot. Set aside time to do it and focus – and don’t take calls while you are doing so. At the end of each day, retrace your steps and your thoughts. Separate fact from feelings.” She went on to add that she’s a more effective leader when she approaches group meetings with an understanding of what she needs ahead of time to make the meeting productive. She recommends checking with others to see how they’d like to be communicated to, “it really makes a big difference. Communicate in ways that others want to listen. Lead in the ways that you’d want to be followed.” French firmly agreed with Fern, “Listen to hear; don’t listen to answer.” Helping the Apartment Industry ‘Get There’ What issues did panelists believe are important for the multifamily industry to focus on specifically for the next generation of women in leadership? Forbes and French both mentioned DEI (Diversity, Equity & Inclusion) efforts, which in the past few years has taken center stage in company culture and management.  “You have to be intentional in your efforts to get there,” Forbes said. According to IBM’s report, only 1 in 4 organizations said advancing women is a top 10 business priority. Fewer respondents this year compared to 2019 said, “they expected their organizations would significantly improve gender parity over the next 5 years.” But Anderson pushed that the industry “needs powerhouse women on their boards and in the executive offices.”  Which may mean individuals need to take on these ambitions themselves. “Ask for advancement – it won’t just be gifted to you. Tell yourself, ‘I deserve this!’ ” French agreed that leading companies are those that continue to, “allow women the space to grow.” Looking Back, Looking Forward During the webinar’s conclusion, the panelists were each asked to look back on their careers. Knowing what they know now, what was one thing that they wished they’d known then? What advice would they give their younger selves? “Chip away at the things that you’ve been afraid of and you’ll see your dreams will emerge,” Anderson said. And, “Remind yourself: You are significant!” Fern added.  Forbes shared, “It’s okay to be vulnerable. Show authenticity.” French concluded she would not have tried as hard to assimilate, but “instead, authenticate.” Important notes: - Published on: 2021-03-18 19:21:06 - Category: Posts - [Women Executives From Multifamily Industry Discuss Leadership, Opportunities](https://gracehill.com/blog/women-executives-from-multifamily-industry-discuss-leadership-opportunities/): https://vimeo.com/522988197/b49b6407ea   Women Executives From Multifamily Industry Discuss Leadership, Opportunities In conjunction with International Women’s Day on March 8, IBM released some disappointing news about women holding leadership positions. Their new report, “Women, Leadership, and Missed Opportunities” looked at the… ------------------------- # Complying with President Biden’s Executive Order Protecting LGBTQ+ > On January 20, 2021, President Biden signed an executive order that broadens protections that the Bostock v Clayton County Supreme Court ruling provides LGBTQ+ individuals. The Bostock ruling applies specifically to discrimination in the workplace; however, the executive order extends… Full Content: On January 20, 2021, President Biden signed an executive order that broadens protections that the Bostock v Clayton County Supreme Court ruling provides LGBTQ+ individuals. The Bostock ruling applies specifically to discrimination in the workplace; however, the executive order extends those protections to other areas, including housing, making gender identity and sexual orientation protected under sex as it relates to the Fair Housing Act. On February 11, 2021, HUD became the first federal agency to respond to the executive order. The Office of Fair Housing and Equal Opportunity (FHEO) released a memo stating that HUD now interprets the Fair Housing Act to bar discrimination on the basis of sexual orientation and gender identity. HUD will fully enforce the Fair Housing Act to prohibit discrimination on the basis of sexual orientation or gender identity. What Do You Need to Do? Update policies and courseware Any Fair Housing courseware and policies you use should be updated to clearly state that gender identity and sexual orientation are now protected by federal fair housing law on the basis of “sex.” If you are a Grace Hill client, these updates have already been made to your policies and courseware. Train personnel Make sure all employees receive training on the fair housing update. For employees who have recently satisfied their fair housing training requirements, Grace Hill offers a mini-course specifically covering the changes resulting from the executive order. This course informs them on the critical elements of the executive order without having to retake the full Fair Housing course. Grace Hill continually monitors the legal landscape for multifamily so that we can give you the information you need to minimize risk and provide a safe, fair and positive environment for all.    Important notes: - Published on: 2021-03-11 16:05:36 - Category: Posts - [Complying with President Biden’s Executive Order Protecting LGBTQ+](https://gracehill.com/blog/executive-order-protecting-lgbtq/): On January 20, 2021, President Biden signed an executive order that broadens protections that the Bostock v Clayton County Supreme Court ruling provides LGBTQ+ individuals. The Bostock ruling applies specifically to discrimination in the workplace; however, the executive order extends… ------------------------- # The First Property Performance Management Solution for Companies < 2,000 Units > Grace Hill Introduces the First Property Performance Management Solution for Companies Under 2,000 Units    For the first time in Multifamily, there is an affordable performance management solution that addresses the specific policy, training, and assessment needs of the under… Full Content: Grace Hill Introduces the First Property Performance Management Solution for Companies Under 2,000 Units    For the first time in Multifamily, there is an affordable performance management solution that addresses the specific policy, training, and assessment needs of the under 2,000-unit market and 10 or fewer properties. Success Bundle from Grace Hill allows you to elevate the performance of your portfolio and reduce your risk -- without prohibitive costs or administration. Combining Grace Hill’s industry-leading policies, training, and mystery shopping, Success Bundle helps you get the best out of your employees while also developing and retaining them. Our data shows that the more Grace Hill performance management products a company uses, the higher resident satisfaction and other key performance indicators like NPS rise above the national average. Implementing multiple Grace Hill products could put you more than 20% over the national average for renewal intention. Increase ROI Success Bundle allows you to support the most critical asset to ROI -- your people. As you empower them with technology-enabled policies, training, and mystery shopping, you’re also increasing resident satisfaction and retention. In fact, our data shows that the more Grace Hill performance management products a company uses, the higher resident satisfaction and other key performance indicators like NPS rise above the national average. Implementing multiple Grace Hill products could put you more than 20% over the national average for renewal intention. Decrease Compliance Risk Giving your employees the tools to be legally compliant not only decreases the risk of claims; it can limit exposure if a claim is filed. Success Bundle offers fully vetted and up-to-date courses and policies specifically focused on compliance and risk mitigation for the multifamily industry. And with Success Bundle, you can always rely on comprehensive, up-to-date legal monitoring with detailed versioning and history as a backup for litigation needs.  With Success Bundle, you can expand confidently, knowing you have the framework to support existing employees and to bring new employees quickly up to speed. Fuel Growth To stay competitive in the marketplace as you expand, you need a framework in place to support employee performance that doesn’t require excess time or personnel to administer. From onboarding to assessment, Success Bundle takes care of the performance management for you. With the click of a few buttons, you can put employees on track to deliver operational excellence and develop their careers with you. With Success Bundle, you can expand confidently, knowing you have the framework to support existing employees and to bring new employees quickly up to speed. Lay the Groundwork for Success At Grace Hill, we believe performance management is not a luxury reserved for enterprise companies with the personnel and budget to maintain it. It’s the foundation of success for any property management company. The data has shown us that using our performance management products together has a direct impact on resident satisfaction, turnover costs, and NPS scores. We developed Success Bundle because those are results we think every property management company should have access to. To find out whether Success Bundle is the right fit for you, talk to the bot on this page or schedule a demo. Important notes: - Published on: 2021-02-18 12:24:55 - Category: Posts - [The First Property Performance Management Solution for Companies < 2,000 Units](https://gracehill.com/blog/property-performance-management-under-2k-units/): Grace Hill Introduces the First Property Performance Management Solution for Companies Under 2,000 Units    For the first time in Multifamily, there is an affordable performance management solution that addresses the specific policy, training, and assessment needs of the under… ------------------------- # How Grace Hill Met Industry Needs in 2020 > 2020 has been a year unlike any other, but our commitment to support the people and industries we serve remained our top priority. This year, we worked hard to provide you with the tools, resources and insights needed to keep… Full Content: 2020 has been a year unlike any other, but our commitment to support the people and industries we serve remained our top priority. This year, we worked hard to provide you with the tools, resources and insights needed to keep properties operating, develop your teams and best navigate the changing environments in multifamily and commercial real estate. Here are the top ways we pivoted to meet industry needs this year: Acquired Kingsley Associates in January With the acquisition of Kingsley Associates at the start of the year, we brought together the real estate industry’s leading customer insights and benchmark solutions with the industry’s leading talent performance solution. This combination of best-in-class offerings enabled real estate teams to turn customer insights into clear-cut actions that attract and retain residents, retain and grow top talent, elevate property performance and reduce operating risk. In fact, customers who use KingsleySurveys see a 4% increase in resident renewal intention. “We are rather obsessed with KingsleySurveys and use it to drive focus and change in almost everything we do. If it’s not measured in Kingsley, it must not be that important.” –Brian Ericson, Senior Vice President of Marketing at Wood Partners. Gain KingsleySurveys Insights Developed COVID-19 Related Resources At the onset of the pandemic, we quickly responded by focusing our efforts towards helping you safely navigate and effectively operate your business. As COVID-19 started affecting residents, we delivered timely and relevant data through a set of groundbreaking Resident Sentiment Surveys, conducted in partnership with apartments.com, that helped lower the negative impact on property performance. We produced 30 COVID-related webinars, created 29 new COVID-related policies and 84 new COVID-related training courses, with over 190k completions to date. We developed and provided valuable tools, actionable insights and guidance in an effort to best support you and your teams. Access COVID-19 Resources Introduced Virtual Mystery Shops to Validate As properties across the nation adapted to new laws, closures and safety procedures, virtual and self-guided property tours became crucial to attracting new residents. We prioritized finding ways to help our customers keep their team’s performance on track and ensure best practices throughout it all. With the introduction of virtual mystery shops to our Validate product, we supplied the visibility property managers and owners needed to continue improving resident satisfaction and community reputation. Learn More About Validate Mystery Shopping Added Easy-Payment Options to Visto We believe that having easy and affordable career training, growth and advancement opportunities is important, even in times like this. That is why we made sure to find ways to help our customers overcome the economic impact of COVID-19, by adding a number of easy payment options to the Visto storefront, including the option to pay over time with Affirm. With Visto’s industry-leading online credential and training programs, companies are able to invest in their employees’ career path, develop them into high-performing property management professionals and ultimately, build high-performing properties. Learn More About Visto Online Training Sponsored 15 Scholarships in Back to Work Series Essential multifamily workers have continued their work to keep property operations running, despite the changing environments we have experienced this year. We were honored to be able to recognize their contributions, celebrate them and support their career growth within our industry. We partnered with SightPlan to deliver a web-based video series titled, Back to Work, with SightPlan CEO Terry Danner. Throughout this journey we met with 15 property management companies across the nation and handed out 15 scholarships to show our true appreciation for all that they do. “On-site teams are the everyday heroes that keep our industry moving.” –SightPlan Watch the Back to Work Series Now Enhanced and Expanded Vision We developed an entirely new interface and courseware builder for our flagship learning management system. This provided an easier to use, more engaging and rewarding experience for both learners and administrators. And to celebrate these significant improvements, we added a timely moniker to the brand name: Vision2020. In order to ensure property management professionals were kept up to date on relevant, timely and important information this year, we expanded our Vision Library. New courses include those that help you navigate racial bias, address human trafficking, keep on top of maintenance and stay in compliance with current state and federal laws. Learn More About Vision2020 At Grace Hill, we know that people performance drives property performance. As we go into 2021, we will continue improving on ways to best support the industry, our customers and the most important asset of all—your people! Important notes: - Published on: 2020-12-16 14:53:05 - Category: Posts - [How Grace Hill Met Industry Needs in 2020](https://gracehill.com/blog/how-grace-hill-met-industry-needs-in-2020/): 2020 has been a year unlike any other, but our commitment to support the people and industries we serve remained our top priority. This year, we worked hard to provide you with the tools, resources and insights needed to keep… ------------------------- # Getting the Most Out of Your Mystery Shops > In the recent AIM Conference webinar “Take a Journey Through the Eyes of a Renter,” leading apartment professionals discussed how to keep mystery shopping effective and relevant to today’s leasing environment. Webinar participants Jessica Fern, Director of Training and Development,… Full Content: In the recent AIM Conference webinar “Take a Journey Through the Eyes of a Renter,” leading apartment professionals discussed how to keep mystery shopping effective and relevant to today’s leasing environment. Webinar participants Jessica Fern, Director of Training and Development, FPI Management; Joy Zalaznick, Director of Training and Development, Kettler Enterprises; and Darcey Forbes, Senior Director of Field Sales, Grace Hill agreed the pandemic has had a major impact on the leasing process, and mystery shopping needs to change with it. Here are their top recommendations for making mystery shops even more effective moving forward. Focus on People, Not Scores Participants all noted that in the past there has been an overemphasis on mystery shop scores, whereas today’s leasing environment requires emphasis on customer experience. “How was the human interaction?” asks Fern. “That’s critical, because...our teams are wearing masks, they are using videos; the way they communicate to prospects is different. You don’t capture all of that in just one score.”  Use Shops to Support, Not to Punish Mystery shop assessment is best used to identify areas where associates need more training, not to make hiring or firing decisions. “You never want the shops to be perceived as punitive,” says Forbes. Zalaznick added that she doesn’t reveal the score with the associate until the end of the meeting. Capture a Video Record Video recorded shops give you critical insight into the leasing process. Unlike a flat “report card,” video allows you to see what the renter sees. Capture body language, tone of voice, attitude. It's a powerful training tool that can be used like a game film to demonstrate expectations.  Look for Improvement Opportunities Mystery shops can be a great way to identify necessary tweaks to the customer interaction, the tour process, or the property itself. Maybe you need a more clearly marked path and better guideposts to keep prospects from getting lost. Maybe more attention to cleaning is needed.  Everyone agrees the entire team should learn from the shops and practice what they learn. Says Fern, “It’s never one person who wins the game or one person who loses the game. It’s a team effort all around.”  Read more from Dennis Cogbill, Managing Director of the Joshua Tree Conference Group, and view the full recording. Important notes: - Published on: 2020-12-09 12:12:28 - Category: Posts - [Getting the Most Out of Your Mystery Shops](https://gracehill.com/blog/getting-the-most-out-of-your-mystery-shops/): In the recent AIM Conference webinar “Take a Journey Through the Eyes of a Renter,” leading apartment professionals discussed how to keep mystery shopping effective and relevant to today’s leasing environment. Webinar participants Jessica Fern, Director of Training and Development,… ------------------------- # New Florida-Specific Human Trafficking Training & Policy > Grace Hill has partnered with NAAEI and iEmpathize to create a new course that educates Florida multifamily employees on the dangers, signs, and prevention tactics of human trafficking. The new course is approved by the Florida Department of Business and… Full Content: Grace Hill has partnered with NAAEI and iEmpathize to create a new course that educates Florida multifamily employees on the dangers, signs, and prevention tactics of human trafficking. The new course is approved by the Florida Department of Business and Professional Regulation (DBPR) to meet Florida’s new training requirements.  In addition, a new Human Trafficking policy developed by Grace Hill has been added to the course. For Policy customers, this policy has been added to our software and can be found in the Grace Hill New Policies to Review manual. An Expert Partnership When developing the new training, we gave careful consideration to partner selection. As a long-time partner of Grace Hill’s, as well as a trusted authority on issues impacting the multifamily industry, NAAEI was an obvious choice NAAEI was an obvious choice in tandem with NAA’s Industry Operations group, which sponsored a Human Trafficking webinar last April.  For subject matter expertise, we relied on iEmpathize. The non-profit organization’s trafficking prevention strategies are used throughout the US and Mexico and recognized by the United Nations as being among the top 100 practices to combat trafficking worldwide. The organization’s Orlando office led the development efforts. Florida’s New Training Requirements During the 2019 session, Section 509.096 was added to Florida Statutes to increase human trafficking awareness by imposing various requirements on public lodging establishments. The statute dictates that employees in a front desk/receptionist and housekeeping role at public lodging establishments receive human trafficking training by 1/1/2021, and there is an annual requirement for training after that.  Since many communities have guest suites, the apartment industry in Florida is adopting this requirement to include them as well.   To comply with the new Florida law, businesses must: Post signage educating employees about human trafficking Institute a policy to report suspected trafficking, and Provide annual training for employees who perform certain duties Course Contents Appropriate for both onsite and corporate team members, the new one-hour course will be available as part of Grace Hill’s Training Essentials catalog and will include the following: Topic 1: What is human trafficking?  The definition of human trafficking and the difference between the two forms of trafficking: sex trafficking and labor trafficking. Human trafficking statistics nationally and in Florida Florida requirements regarding posting signage, instituting a human trafficking policy, and annual training requirements Topic 2: Recognizing signs of human trafficking Guidance specific to apartment communities on how to identify individuals who may be trafficking victims. Topic 3: What to do if you suspect human trafficking Guidance specific to apartment communities on how to report and respond to suspected trafficking. Topic 4: Knowledge Challenge Quiz A short quiz to check that learners have understood the material presented in the course. Future Training Florida is the only state requiring training on human trafficking at this time. However, many states will likely follow Florida’s lead in the future. Grace Hill is currently developing a national version of the course and will add more state-specific training as needed. Important notes: - Published on: 2020-10-27 14:25:37 - Category: Posts - [New Florida-Specific Human Trafficking Training & Policy](https://gracehill.com/blog/new-florida-specific-human-trafficking-training-policy/): Grace Hill has partnered with NAAEI and iEmpathize to create a new course that educates Florida multifamily employees on the dangers, signs, and prevention tactics of human trafficking. The new course is approved by the Florida Department of Business and… ------------------------- # Proactive Partnering > Proactive Partnering Your tenant is more than just a lease   In the commercial real estate world, numbers are always top of mind. We think in terms of numbers when calculating portfolio returns (NOI, cap rate, IRR) and also when… Full Content: Proactive Partnering Your tenant is more than just a lease   In the commercial real estate world, numbers are always top of mind. We think in terms of numbers when calculating portfolio returns (NOI, cap rate, IRR) and also when describing individual properties (square feet, vacancy rate, lease term). But what’s really behind the numbers?   Constructive outcomes that drive your numbers in the right direction can be traced directly to positive tenant experiences. And tenant experience in real estate can be traced directly to how well you and your employees communicate with, and listen to, your tenants. Two-way communication leads to prescriptive solutions and happy tenants Proactive communication shouldn’t stop when the lease is signed, or after a maintenance call. Even if the lease is by the book, it doesn’t capture all the information needed to build a relationship. In the best-case scenario, every communication is a chance to gain information and build trust. It’s important to seek out honest feedback from all of your stakeholders so you can understand what’s really going on and address it long before renewal time. Two-way communication leads to prescriptive solutions, which in turn lead to tenants who won’t look for space elsewhere. Employees who feel heard will be more engaged and work harder for you and your tenants What about your employees, who are a key part of the tenant experience? Management should also regularly ask for their input in a non-threatening, positive way. Engaged employees who feel heard will provide you with honest, actionable insights, and pass on their positive feelings toward your business to everyone they meet when their feedback is addressed. Building a partnership between management, your team and your tenant starts with getting their input There are many ways to build this partnership between management, your team, and your tenants. One way to start is with a survey. While you can do this yourself using SurveyMonkey or a similar DIY tool, you may not get the full story and you may not know what to do with the results. Bringing in the experts helps you stay objective, develop questions without bias, build trust with stakeholders, and create action plans. Using a third party will also frequently generate a better response rate. KingsleySurveys by Grace Hill provides assessment and benchmarking services for the commercial real estate industry. Using a full-service survey provider means your constituents are more likely to respond and give candid answers. And when paired with the Kingsley Index for benchmarking, you can compare your results with similar companies to understand the competitive environment while targeting areas for improvement. Three tools that work together to help your business run more efficiently and reduce turnover Once you have this information, what do you do next? Survey results should inform policy and procedure development as well as your company-wide training. That’s why Grace Hill provides a full suite of digital solutions for the commercial real estate sector: PolicyPartner (policy management), Vision (learning management), and KingsleySurveys (assessment and benchmarking). These three tools work together to ensure your business runs more efficiently while reducing turnover. Learn more about how Grace Hill’s commercial real estate solutions can open the lines of communication with all your stakeholders by visiting GraceHill.com/commercial-solutions/ or calling 866-GRACE-HILL to discuss how we can help address your specific challenges. Important notes: - Published on: 2020-09-23 18:06:51 - Category: Posts - [Proactive Partnering](https://gracehill.com/blog/proactive-partnering/): Proactive Partnering Your tenant is more than just a lease   In the commercial real estate world, numbers are always top of mind. We think in terms of numbers when calculating portfolio returns (NOI, cap rate, IRR) and also when… ------------------------- # PropTech in the Pandemic Age > PropTech in the Pandemic Age How to use the downturn to your advantage   For commercial real estate companies, the pain of the pandemic directly impacts your properties The world has changed considerably, seemingly overnight. For commercial real estate companies,… Full Content: PropTech in the Pandemic Age How to use the downturn to your advantage   For commercial real estate companies, the pain of the pandemic directly impacts your properties The world has changed considerably, seemingly overnight. For commercial real estate companies, the pain of the pandemic directly impacts your properties. You’ve seen tenants shut down offices in favor of work-from-home solutions, scale back or discontinue operations, and sometimes go out of business entirely.   This environment can lead to distress and trepidation about what’s coming next, but it can also be a time to reimagine your business as you plan for the future. When the economy comes back strong, will you be ready to take full advantage of the efficiencies that PropTech (property technology) has to offer? Policies and procedures are the foundation for best practices throughout your business.  Now is the time to build efficiency into your policy management system. Why focus there? Policies and procedures are the foundation for best practices throughout your business. Old-fashioned paper and three-ring binders don’t scale well and can lead to a poor tenant experience. Your tenants are at the mercy of your team’s policy interpretation. And while they mean well, employees may be running your business in ways that are detrimental to your best-laid plans. They may not know which policies are most current, or they may not be able to access them during an emergency or when they are away from the office. Contrast that with a modern PropTech solution that is always current, easily-accessible, and delivered to your employees on their phone, tablet or laptop. Tenants appreciate knowledgeable employees who provide an excellent customer experience; the result is reduced turnover and increased NOI. Digital PropTech solutions provide a single repository for all policies and procedures that is easier to maintain than binders and paper. Have an update? Push it out in real time to your entire team. A centralized, searchable repository that can be accessed from any device keeps your team members prepared, informed, knowledgeable — and ready to handle any tenant request. Tenants appreciate knowledgeable employees who provide an excellent customer experience; the result is reduced turnover and increased NOI. Well-trained employees tend to be more engaged and less likely to leave Another way to streamline your business is to add a Learning Management System (LMS) that works with the policy foundation you’ve built to reinforce employee knowledge. Well-trained employees tend to be more engaged and less likely to leave, so your investment in training pays back in reduced disruption to your business and longer-tenured employees who provide the continuity and expertise that motivates tenants to stay.  While you can’t predict the future, you can prepare for it now. Wise investments in technology can prepare you for growth that exceeds your current capacity and position your portfolio to benefit from the next economic expansion. To learn more about commercial real estate solutions that make sense now, visit GraceHill.com/commercial-solutions/ or call 866-GRACE-HILL. Important notes: - Published on: 2020-09-23 17:46:31 - Category: Posts - [PropTech in the Pandemic Age](https://gracehill.com/blog/proptech-in-the-pandemic-age/): PropTech in the Pandemic Age How to use the downturn to your advantage   For commercial real estate companies, the pain of the pandemic directly impacts your properties The world has changed considerably, seemingly overnight. For commercial real estate companies,… ------------------------- # Enhancing Performance Through Continuous Employee Improvement > Enhancing performance through continuous employee improvement Is it a loop or a straight line?   Measuring employee performance and investing in team member development leads to noticeable returns When assessing influences on portfolio outcomes, where do you start? There is… Full Content: Enhancing performance through continuous employee improvement Is it a loop or a straight line?   Measuring employee performance and investing in team member development leads to noticeable returns When assessing influences on portfolio outcomes, where do you start? There is more to the results than just income and expenses. Understanding the dynamics behind portfolio performance also goes beyond lease-up, renewals, and capturing all expense recoveries. For many successful commercial real estate companies, measuring employee performance and investing in team member development leads to noticeable returns. Talent management is the key to positive relationships with tenants Among the many reasons why tenants decide not to renew their lease, some — a need for additional space, shifts in demographics, or business cessation — are out of your control. But poor customer experience driven by interaction with the landlord (aka “your staff”) is preventable. Talent management is the key to positive relationships with tenants, and there is a direct correlation between tenant satisfaction and retention. Are your team members doing their best on behalf of the tenant throughout their lifecycle? Employee interaction with tenants comes in many forms. Are your team members doing their best on behalf of the tenant throughout their lifecycle? This means that all employees understand your company policies — from signing the lease through routine maintenance and during renewal — and know how to put them into practice so that they are mutually beneficial for both landlord and tenant. One approach to talent management that addresses these complex dynamics is the continuous improvement feedback loop. Within this methodology, three essential components — policies, training and assessment — provide a workforce management solution that drives constant improvement. How many times have you lost a tenant because an employee wasn’t following the most current policy? The framework starts with policy management that is clear, up-to-date, and accessible. If team members across all your properties are tuned in to the same set of online policy manuals, your tenants will have a standardized customer experience that leads to loyalty and retention. Is your team up-to-speed, aware, and knowledgeable? Structured training reinforces your policy content with deeper understanding of tenant needs and situations. A robust Learning Management System can provide industry-specific training that is designed for employee engagement knowledge retention. It can even be tailored to address gaps in the team’s or individual employees’ knowledge. Assessment gives you an ongoing picture of your operations through the feedback of tenants, investors and employees How do you find those gaps? Assessment gives you an ongoing picture of your operations through the feedback of tenants, investors and employees. This feedback has many sources, from casual conversations to formal surveys. Honest answers provide the foundation for proper asset positioning as well as policy updates and training enhancements. We recently had the opportunity to talk with a current client who is based in a major east coast city. Their portfolio is spread across three states, and they shared some of the issues they have encountered. Of course, their biggest issue was that their policy management consisted of printing and mailing updates. Employees never knew whether policy binders were current, and couldn’t access information when they were not in the office. Tenant satisfaction had decreased over time due to poor communication by team members and inconsistent policy execution across properties. This linear approach wasn’t working for them. When the company decided to upgrade to an online policy management system, they saw an increase in productivity and greater management effectiveness, which led to enhanced tenant satisfaction. This continuous improvement feedback loop framework can work for you, too. Manage your policies efficiently, train your people well, assess results, and repeat. Your employees will be empowered to provide the best possible customer experience, reducing tenant turnover due to poor policy management and lack of information about tenant intentions. To learn more about how Grace Hill’s Talent Feedback LoopTM can elevate your property performance, visit GraceHill.com/commercial-solutions/ or call 866-GRACE-HILL. Important notes: - Published on: 2020-09-23 16:55:35 - Category: Posts - [Enhancing Performance Through Continuous Employee Improvement](https://gracehill.com/blog/enhancing-performance/): Enhancing performance through continuous employee improvement Is it a loop or a straight line?   Measuring employee performance and investing in team member development leads to noticeable returns When assessing influences on portfolio outcomes, where do you start? There is… ------------------------- # Grace Hill is Committed to Equality > As leaders of Grace Hill, and as fellow citizens, we wish to express to you our thoughts and feelings at this tumultuous time.  We at Grace Hill believe that Black Lives Matter and that racial equality is fundamental to our… Full Content: As leaders of Grace Hill, and as fellow citizens, we wish to express to you our thoughts and feelings at this tumultuous time.  We at Grace Hill believe that Black Lives Matter and that racial equality is fundamental to our values as people and a company.  The senseless killings, the ensuing protests, and heartfelt outpourings have gripped the nation. We feel for those who are in pain, recognize the unfairness, and are acutely aware that we must continue to search for meaningful and enduring change to overcome acts of racism, inequity, fear, and violence that corrodes our society.  As Dr. Martin Luther King, Jr.  said: “We must come to see that the end we seek is a society at peace with itself, a society that can live with its conscience.” It is clear that we are not there yet, but we choose hope over fear, and that the outcomes of today’s protests for racial equality will bring about lasting change and progress. For over two decades, Grace Hill has helped train our industry on fairness, equality and diversity. Today, our customers have access to courses and policies essential to supporting their teams and company culture during these challenging times, including: Diversity & Inclusion  Conflict Resolution  Crisis Management: Prevention and Preparation Stress Management Building a Team Culture We are committed to educate ourselves and others about anti-racism, inclusion and acceptance. To listen and learn from each other.  And to work side by side with our customers as a trusted resource, as we seek together to move our industry and country forward.  This is an incredibly difficult time for our companies, our families, and our country. We see, we hear, and we strive to do better. Let's help each other, let's come together, to be better, both individually and within our industry. This is just the beginning of our conversation.  Sincerely, Dru, Kendall, and the Grace Hill Team   Important notes: - Published on: 2020-06-05 18:46:11 - Category: Posts - [Grace Hill is Committed to Equality](https://gracehill.com/blog/grace-hill-is-committed-to-equality/): As leaders of Grace Hill, and as fellow citizens, we wish to express to you our thoughts and feelings at this tumultuous time.  We at Grace Hill believe that Black Lives Matter and that racial equality is fundamental to our… ------------------------- # When A Discrimination Complaint Is Filed Against You–What Next? > When A Discrimination Complaint Is Filed Against You--What Next? Discrimination investigations led by the United States Department of Housing and Urban Development (HUD) can be both time-consuming and costly for multifamily housing providers. A first-time Fair Housing Act Violation can… Full Content: When A Discrimination Complaint Is Filed Against You--What Next? Discrimination investigations led by the United States Department of Housing and Urban Development (HUD) can be both time-consuming and costly for multifamily housing providers. A first-time Fair Housing Act Violation can accrue a penalty as high as $21,000 with even greater penalties for previous infractions. Knowing how the investigation process works and how you can respond appropriately helps reduce your risk of incurring the potentially hefty sanctions HUD can impose.    It’s important to understand the multiple steps, procedures, and deadlines that come into play if a discrimination case is filed against you or your organization, especially as complaints will often name individual property managers directly, in addition to the corporate entity or owner associated with the complainant’s housing.   What To Do, And When To help you navigate this process, Grace Hill has partnered with the attorneys at Haynsworth Sinkler Boyd to cover everything you need to know: What Happens When a Discrimination Case is Filed Against You. Inside, you’ll find extensive guidance around these topics and more:   How to respond to a complaint Investigation, Administrative, and Litigation Procedures Potential Damages & Sanctions (including a list of Outcomes in 2017 for Fair Housing Act Cases Sent to the Department of Justice) A list of each step in the process and related deadlines   Maintain Compliance with the Leader in Multifamily The best way to avoid a HUD investigation is to ensure your personnel avoid discrimination in the first place. Grace Hill offers policies, training, and assessment that can help your company communicate and train on compliance requirements--and evaluate whether requirements are being met. We are also the only organization in the industry providing Compliance Refreshers: 30 – 45-minute courses that build on key compliance knowledge, including Fair Housing, and inform learners of critical updates in the law. We want to help you stay informed, reduce the risk of discrimination complaints, and elevate your property’s performance on all levels.   For a full overview of what to do in this complex situation, download What Happens When a Discrimination Complaint Is Filed Against You today. Important notes: - Published on: 2020-01-10 17:40:16 - Category: Posts - [When A Discrimination Complaint Is Filed Against You–What Next?](https://gracehill.com/blog/when-a-discrimination-complaint-is-filed-against-you-what-next/): When A Discrimination Complaint Is Filed Against You--What Next? Discrimination investigations led by the United States Department of Housing and Urban Development (HUD) can be both time-consuming and costly for multifamily housing providers. A first-time Fair Housing Act Violation can… ------------------------- # Marijuana & Multifamily: Know the Facts > Marijuana & Multifamily: Know the Facts Marijuana use is increasing nationally, and laws around it are changing rapidly. State and federal laws are not always in tandem, either. While marijuana use is currently illegal under federal law, thirty states (plus… Full Content: Marijuana & Multifamily: Know the Facts Marijuana use is increasing nationally, and laws around it are changing rapidly. State and federal laws are not always in tandem, either. While marijuana use is currently illegal under federal law, thirty states (plus the District of Columbia) have made it legal for medical and/or recreational use.    It’s more than likely that as a housing provider, a request for marijuana use accommodation will come your way. So how can you determine the best plan of action in the face of these discrepancies?   Key Answers to Critical Questions To help establish your own policy and enforcement, Grace Hill has created a Marijuana and Multifamily fact breakdown. It clarifies your rights and responsibilities when it comes to resident marijuana use and answers questions such as:   Must you permit marijuana use if it is legal in your state? In the case of a recognized disability, does the Fair Housing Act require compliance with a medical marijuana accommodation request? Is it legal to impose marijuana prohibitions at all?   Stay Informed with the Leader in Multifamily Grace Hill is your go-to multifamily leader for policies, training, and assessment. We consistently monitor the legal landscape of multifamily housing so we can offer up-to-date policies, training, and assessment tools that help companies like yours stay compliant and reduce risk. We are vigilantly abreast of changes to state and federal law in matters such as these and update our products for you accordingly. In the case of marijuana use policies, above all it’s important for housing providers to remain consistent with all residents and prospects, which is why we’ve created this Marijuana and Multifamily fact breakdown.      Important notes: - Published on: 2019-12-05 20:46:39 - Category: Posts - [Marijuana & Multifamily: Know the Facts](https://gracehill.com/blog/marijuana-multifamily-know-the-facts/): Marijuana & Multifamily: Know the Facts Marijuana use is increasing nationally, and laws around it are changing rapidly. State and federal laws are not always in tandem, either. While marijuana use is currently illegal under federal law, thirty states (plus… ------------------------- # 2019 Training Benchmark Report: Current Trends > 2019 Training Benchmark Report Current Trends Each year, Grace Hill invites training and operations personnel in the multifamily housing industry to participate in our annual Training Benchmark Report survey. The results are assembled in the Multifamily Training Benchmark Report, which… Full Content: 2019 Training Benchmark Report Current Trends Each year, Grace Hill invites training and operations personnel in the multifamily housing industry to participate in our annual Training Benchmark Report survey. The results are assembled in the Multifamily Training Benchmark Report, which identifies key learning and development benchmarks and trends, and provides an overall analysis of the industry.   Here is a summary of some of the trends identified this year:   LMS satisfaction has increased. While LMS (Learning Management System) use is down this year, LMS satisfaction overall has increased substantially. The average net promoter score (NPS) for a current LMS went from 3 last year to 23 this year. Respondents expressed appreciation for integration with other company platforms and the usefulness of training content, and most said there were no features of their LMS they were dissatisfied with.   LMS integration is more prevalent. One of the main reasons companies are happier with their Learning Management System is that technological integration has become more common. 44% of companies that use an LMS now report that it integrates with other company platforms, a jump from 35% last year. Platform integration, including data feeds and single sign-on (SSOs), creates a more streamlined training process that can positively impact participation rates.   Reducing compliance risk is a higher priority. Compliance costs are up more than 30% for large property management companies, and companies of all sizes report an increased focus on compliance risk reduction. Reducing compliance, legal, and operational risk is now the number-two training goal, up from the fourth spot last year. Market research conducted by Grace Hill has also found that following the law and reducing risk is now the top training goal for learners too.   Turnover is up. This year, companies reported higher turnover rates for every role except leasing professionals, who nonetheless are at a 20% turnover. More than ever, companies report relying on training, especially onboarding, to retain employees. But this year, professional development joined the top three opportunities for improving turnover rates.   Professional credentials have more value. A greater emphasis on professional development can also be seen in the treatment of credentials. More companies report being willing to pay for employees to earn their credentials: 68% vs. 61% last year. There have also been substantial increases in every form of credential recognition, from preference in hiring to pay raises.   Grace Hill helps companies managing multifamily properties reduce operating risk and elevate property performance by providing top-to-bottom talent management solutions, including tools such as the Benchmark Report. We are dedicated to helping make the multifamily workforce the best-trained, highest-performing, and most talented workforce in the world.   For a complete review, download the full 2019 Multifamily Training Benchmark Report today. Important notes: - Published on: 2019-11-25 17:12:51 - Category: Posts - [2019 Training Benchmark Report: Current Trends](https://gracehill.com/blog/2019-training-benchmark-report-current-trends/): 2019 Training Benchmark Report Current Trends Each year, Grace Hill invites training and operations personnel in the multifamily housing industry to participate in our annual Training Benchmark Report survey. The results are assembled in the Multifamily Training Benchmark Report, which… ------------------------- # Is Your Organization Secure When It Comes To Fair Housing? > Stay Compliant with Grace Hill’s Checklist You may not have experienced a conflict with Fair Housing compliance yet, but multifamily companies are vulnerable to such lawsuits from multiple fronts, and violations can be costly.    For example, in April 2019… Full Content: Stay Compliant with Grace Hill’s Checklist You may not have experienced a conflict with Fair Housing compliance yet, but multifamily companies are vulnerable to such lawsuits from multiple fronts, and violations can be costly.    For example, in April 2019 HUD reported that civil penalties for Fair Housing violations may be levied up to $16,000 for a first violation and $65,000 for future violations. Areas that leave organizations at risk include:   Untrained employees  Outdated legal knowledge Inadequate policies Changing rules and legislation   If you’re unsure whether your organization is currently covering all the bases, Grace Hill has a Checklist for Decreasing Fair Housing Compliance Risk just for you.    Critical Fair Housing Practices To help you determine areas of fair housing compliance that may need to be strengthened at your organization, the checklist includes:   Nuisance abatement policy and other necessary FHA compliance reminders Identifying behaviors and language that may indicate discriminatory treatment Keeping your sexual harassment policies up to date Guidelines for religious meetings and assistance animals Policies around families and children   There may be more examples of compliance violations than you and your staff are even aware of, so equip yourself today!   Download the Checklist for Decreasing Fair Housing Compliance Risk for support in keeping track of the many important components your policies and training should include in order to minimize risk and provide a safe, fair, and positive environment for all.  Important notes: - Published on: 2019-11-21 18:52:09 - Category: Posts - [Is Your Organization Secure When It Comes To Fair Housing?](https://gracehill.com/blog/is-your-organization-secure-when-it-comes-to-fair-housing/): Stay Compliant with Grace Hill’s Checklist You may not have experienced a conflict with Fair Housing compliance yet, but multifamily companies are vulnerable to such lawsuits from multiple fronts, and violations can be costly.    For example, in April 2019… ------------------------- # 2019 Benchmark Report: Future Opportunities > 2019 Training Benchmark Report Future Opportunities Grace Hill invites training and operations personnel in the multifamily housing industry to participate in our annual Training Benchmark Report survey. We take the results and create the Multifamily Training Benchmark Report, which identifies key… Full Content: 2019 Training Benchmark Report Future Opportunities Grace Hill invites training and operations personnel in the multifamily housing industry to participate in our annual Training Benchmark Report survey. We take the results and create the Multifamily Training Benchmark Report, which identifies key learning and development benchmarks and trends and provides in-depth analysis.   Integrate policies with your LMS for reduced risk. 80% of this year’s respondents say integration of policies and procedures with training offers better implementation, increased efficiency, and reduced risk. Making policies accessible from your LMS is the best way to ensure employees follow them.   Implement custom content for more effective and efficient training. Custom training content, such as recorded live training, customized pre-existing courses, and custom courses built from a template, allow you to train employees on the skills, priorities, and policies that are unique to your company. Custom courseware also helps streamline onboarding and cut down on time-consuming in-person training.   Cut compliance costs with ongoing mystery shopping. This year’s report found that large property companies that used mystery shopping spent 38% less in annual compliance costs than the industry average. Mystery shopping is the best way to evaluate compliance skills before a potentially costly problem develops. Identifying where employees need more training has the added benefit of improving performance.   Decrease turnover with career paths and credentials. With turnover up for virtually every onsite role this year, helping employees build their careers with your company is more important than ever. Career paths give employees a role-defined learning and development process for advancement, and credentials help them demonstrate their knowledge and commitment to the industry.   Improve overall results by addressing every aspect of employee performance. Complete performance management involves policies, training, and assessment all working together. An integrated approach to setting policies and procedures, providing the required training, and assessing performance has a positive impact on all operational results, including customer satisfaction, employee retention, and compliance.   Download the full 2019 Multifamily Training Benchmark Report. Important notes: - Published on: 2019-11-15 20:22:49 - Category: Posts - [2019 Benchmark Report: Future Opportunities](https://gracehill.com/blog/2019-benchmark-report-future-opportunities/): 2019 Training Benchmark Report Future Opportunities Grace Hill invites training and operations personnel in the multifamily housing industry to participate in our annual Training Benchmark Report survey. We take the results and create the Multifamily Training Benchmark Report, which identifies key… ------------------------- # Is Your Sexual Harassment Policy in Compliance? >   Ensure Your Sexual Harassment Policy is in Compliance   In the wake of the #MeToo movement, federal and state governments are rapidly taking increased action to crack down on sexual harassment in housing and employment. Multifamily companies may be… Full Content:   Ensure Your Sexual Harassment Policy is in Compliance   In the wake of the #MeToo movement, federal and state governments are rapidly taking increased action to crack down on sexual harassment in housing and employment. Multifamily companies may be at risk for non-compliance with new anti-harassment legislation if they aren’t keeping up with new rules and regulations. There’s never been a more important time to ensure your company is taking all the necessary steps to prevent sexual harassment.    We at Grace Hill are dedicated to ensuring our training courses are all up to date and in line with these changes and will continue to keep pace with them to ensure you and your organization are equipped to prevent (and report) sexual harassment as necessary. As one step, we have compiled a Guide to Reducing Sexual Harassment Risk in order to clarify some points of confusion over sexual harassment policy and to help you assess your own policy and training for areas that may need to be strengthened.      For example, do you and members of your team know:  Sexual harassment does not have to be motivated by sexual desire in order to violate the Fair Housing Act? The company employing a person accused of harassment could be found liable for failure to adequately address the allegations? That there are many forms of sexual harassment, beyond the overt offenses you may already be thinking of?   Use Grace Hill’s free Essential Guide to Reducing Sexual Harassment Risk as the first step to understanding these questions and protecting your organization. Inside we clarify common myths, offer prevention tips, and provide a checklist for sexual harassment policy and training. This foundational guide will help you assess the strength of your sexual harassment prevention program so you can lower your organization’s risk.    We want to help you identify state and national laws around harassment, find multiple channels for both employee and resident reporting, and develop methods for frequent managerial training. Download the Essential Guide to Reducing Sexual Harassment Risk to begin protecting your organization, as well as its valued employees and residents.    Important notes: - Published on: 2019-11-14 18:54:00 - Category: Posts - [Is Your Sexual Harassment Policy in Compliance?](https://gracehill.com/blog/ensure-your-sexual-harassment-policy-is-in-compliance/):   Ensure Your Sexual Harassment Policy is in Compliance   In the wake of the #MeToo movement, federal and state governments are rapidly taking increased action to crack down on sexual harassment in housing and employment. Multifamily companies may be… ------------------------- # Grace Hill’s 2019 Multifamily Training Benchmark Report > 2019 Multifamily Training Benchmark Report [caption id="attachment_3677" align="alignright" width="300"] 300 property management companies of various sizes participated in the Multifamily Training Benchmark survey. [/caption] Each year, Grace Hill invites training and operations personnel in the multifamily housing industry to participate in… Full Content: 2019 Multifamily Training Benchmark Report [caption id="attachment_3677" align="alignright" width="300"] 300 property management companies of various sizes participated in the Multifamily Training Benchmark survey. [/caption] Each year, Grace Hill invites training and operations personnel in the multifamily housing industry to participate in a survey. We take the results and create the Multifamily Training Benchmark Report, which identifies key learning and development benchmarks and trends and provides in-depth analysis.   The 2019 Multifamily Training Benchmark Report marks the 7th year that Grace Hill has published key learning and development metrics for the property management industry. 300 property management companies of various sizes participated in the survey. Participants represented a wide variety of roles, from training administrators and directors of HR to COOs and owners. We hope this report will help you refine and improve your company’s training programs.   Increased Focus & Creativity While more companies are using at least one dedicated trainer now (54%, up from 46% last year), this year’s Training Benchmark Survey reflects an industry still under pressure to provide critical training results with limited time and manpower: small team size and time constraints are once again the top two reported training challenges.   This year’s report reveals two positive trends in the way multifamily companies are confronting those challenges: 1.) they are more focused on their most important objectives 2.) they are relying on tools and resources more creatively to support those objectives.   [caption id="attachment_3640" align="alignright" width="242"] Mystery shopping and integrating policies and procedures with training can help reduce compliance risk.[/caption] For example, one of the most frequently expressed concerns among respondents this year is reducing compliance risk. Compliance costs are up among large companies, and all sizes report that risk reduction is a high priority. As a result, companies have made reducing risk the number-two goal of their training programs (up from number four last year). They also report relying on additional strategies for risk reduction beyond training alone, such as mystery shopping and integration of policies and procedures with training.   Another high priority for companies this year is talent retention. Turnover is up for nearly every role, and in response, companies have made recruiting and retaining talent the number-three goal for their training programs (up from number seven last year). While training is still the number-one strategy for retaining employees, companies are looking to additional measures like professional development and support of credentials to attract and retain talent.   In many cases, these additional resources are not new to the company; they’re just being used in a new way to achieve organizational success. That’s the kind of ingenuity that more focused priorities make possible. And it’s what will help multifamily companies succeed in the coming year. Important notes: - Published on: 2019-10-31 08:59:58 - Category: Posts - [Grace Hill’s 2019 Multifamily Training Benchmark Report](https://gracehill.com/blog/2019-multifamily-training-benchmark/): 2019 Multifamily Training Benchmark Report [caption id="attachment_3677" align="alignright" width="300"] 300 property management companies of various sizes participated in the Multifamily Training Benchmark survey. [/caption] Each year, Grace Hill invites training and operations personnel in the multifamily housing industry to participate in… ------------------------- # Tips for Avoiding Discrimination Against Families with Children > Weekly Training Tip Tips for Avoiding Discrimination Against Families with Children [caption id="attachment_3504" align="alignright" width="300"] Train employees to avoid making comments that express a preference against residents with children.[/caption] Earlier this year, the California Department of Fair Employment and Housing… Full Content: Weekly Training Tip Tips for Avoiding Discrimination Against Families with Children [caption id="attachment_3504" align="alignright" width="300"] Train employees to avoid making comments that express a preference against residents with children.[/caption] Earlier this year, the California Department of Fair Employment and Housing (DFEH) settled a familial status housing discrimination case in a which family of four alleged that a property management company refused to allow them to rent an apartment in a multi-unit community because the property manager did not consider children to be appropriate residents for the community. The property manager allegedly made statements that the unit might be overcrowded, that neighbors might not be happy with the noise, and that the building was for “business people.”   DFEH found cause to believe a violation of the Fair Employment and Housing Act had occurred and, after an unsuccessful mediation, filed suit in Alameda County Superior Court. The case settled before trial, with the defendant agreeing to pay $12,500 to the family and $3,500 to the DFEH for fees and costs incurred in litigating the case.   What can you do to ensure that you don’t find yourself in a similar situation? Here are some tips. Think carefully about the questions you ask prospective residents. It is ok to ask about the number of people who will live in the apartment home, but avoid questions specifically relating to children. For example, don’t say, “How many adults and children will be residing in your apartment home?” Instead say, “How many people will be residing in your apartment home?”   [caption id="attachment_2602" align="alignright" width="300"] Every interaction is an opportunity to follow fair housing laws by providing and obtaining only the necessary information.[/caption] Be careful when talking about facilities or services. Don’t post a sign that says, “Children may not skateboard on community property.” Instead say, “Skateboarding is prohibited on community property.” You may require direct adult supervision when children use community services and facilities. However, the rules must not unreasonably restrict a child from using the amenities. So, don’t say, “Children under the age of 14 are prohibited.”  Instead say, “Persons under the age of 14 must be accompanied by an adult.”   Consider your advertising language carefully. It is illegal to create, publish or distribute housing ads that discriminate, limit, or deny equal access to housing because of membership in any of the federally protected classes. When describing housing in an advertisement, do not include any limitations based on familial status, such as “no children allowed”, “couples preferred”, or “singles-friendly”.   Don’t Make Assumptions. Do not make assumptions about what an individual may or may not be interested in viewing. Offer options and solutions, but let the prospect make the final decision. Letting prospects make the decision avoids the illegal practice of steering. For example, if you’re touring a mother of young children and only tell her about first-floor apartments because you assume she wants to avoid the stairs, this could be construed as steering. Ensure that your company's policies and training emphasize the importance of equal treatment for families with children. Train employees to avoid making comments that express a preference against residents with children. This includes comments that express a preference for residents without children, like the stated preference for “business people” in the case above. Important notes: - Published on: 2019-04-05 19:45:58 - Category: Posts - [Tips for Avoiding Discrimination Against Families with Children](https://gracehill.com/blog/discrimination-against-families-with-children/): Weekly Training Tip Tips for Avoiding Discrimination Against Families with Children [caption id="attachment_3504" align="alignright" width="300"] Train employees to avoid making comments that express a preference against residents with children.[/caption] Earlier this year, the California Department of Fair Employment and Housing… ------------------------- # Weekly Training Tip: Fair Housing and Limited English Proficiency > Grace Hill Training Tip of the Week Fair Housing and Limited English Proficiency [caption id="attachment_3199" align="alignright" width="300"] Don’t provide poor translations as they can be confusing and misleading.[/caption] It is estimated that over 25 million people in the United States… Full Content: Grace Hill Training Tip of the Week Fair Housing and Limited English Proficiency [caption id="attachment_3199" align="alignright" width="300"] Don’t provide poor translations as they can be confusing and misleading.[/caption] It is estimated that over 25 million people in the United States have limited English proficiency or LEP.   A person with limited English proficiency may not speak, read, write, or understand English as well as a person who grew up with English as their first language.   About 80% of LEP people in the U.S. in 2013 were born in a foreign country. Being from another country does not automatically mean a person has LEP, of course, but there is a strong connection between LEP and national origin.   Why is this important? Imagine you have a policy or practice that treats LEP people differently. Maybe you only let residents submit maintenance tickets in English to make things easier on your maintenance staff Perhaps you translate leases and other documents with Google translate because it is free and you can’t afford a good translator Maybe you take resident maintenance requests out of order so someone who speaks the same language can help an LEP customer   Remember the statistic mentioned earlier that about 80% of LEP people in the U.S. in 2013 were born in a foreign country?  This means four out of five people affected by the policy or practice that treats LEP people differently will be people born in other countries. Suddenly, whether you meant to or not, you’ve essentially discriminated based on national origin, which is illegal under the FHA.   So how can you avoid policies and practices that have a disparate impact on people who are LEP? Here’s what HUD recommends: Never refuse to work with people who are not fluent in English. Claiming you don’t have the resources won’t hold up as a justification for your actions. Treat everyone the same, regardless of whether they have difficulty speaking English or speak with an accent. Allow enough time for prospects to review leases and other documents, particularly those who may need to translate it to review it properly. Don’t provide poor translations. Your intentions might be good, but a poor translation can be confusing and misleading. Don’t restrict the languages that can be spoken in your community. An “English Only” mandate is unnecessary, unwelcoming, and discriminatory. For more information about working with LEP customers, see Grace Hill’s Fair Housing and Limited English Proficiency mini-course.   Important notes: - Published on: 2018-12-14 17:28:03 - Category: Posts - [Weekly Training Tip: Fair Housing and Limited English Proficiency](https://gracehill.com/blog/fair-housing-and-limited-english-proficiency/): Grace Hill Training Tip of the Week Fair Housing and Limited English Proficiency [caption id="attachment_3199" align="alignright" width="300"] Don’t provide poor translations as they can be confusing and misleading.[/caption] It is estimated that over 25 million people in the United States… ------------------------- # Retaliation in the Workplace > New Grace Hill Mini-Course Workplace Retaliation   [caption id="attachment_3198" align="alignright" width="359"] A materially adverse action does not violate EEO laws unless there's a causal connection between the action and the protected activity.[/caption] A manager may not fire, demote, harass or… Full Content: New Grace Hill Mini-Course Workplace Retaliation   [caption id="attachment_3198" align="alignright" width="359"] A materially adverse action does not violate EEO laws unless there's a causal connection between the action and the protected activity.[/caption] A manager may not fire, demote, harass or otherwise “retaliate” against an individual for filing a complaint of discrimination, participating in a discrimination proceeding, or otherwise opposing discrimination. This type of behavior is called retaliation, and it is illegal.   Retaliation is the most common discrimination charge filed nationally. According to Equal Employment Opportunity Commission (EEOC) data, there were 41,097 retaliation claims received in 2017, a 50% rise since 2007.   Grace Hill’s latest mini-course helps multifamily companies prevent and respond to retaliation in the workplace. Available in Employee and Supervisor versions, Retaliation in the Workplace gives learners a better understanding of what retaliation is and what they should do about it.   In only 20 minutes, Retaliation in the Workplace covers: The purpose of anti-retaliation laws How to recognize retaliatory behavior What to do if you believe you are experiencing retaliation In addition, the Supervisor version contains strategies for appropriately handling employee complaints. All Grace Hill mini-courses include: Voice narration Engaging videos An accompanying downloadable workbook A Knowledge Challenge Quiz, which must be passed to complete the course Practice activities based on real-world scenarios   Mini-courses are available to Gold and Platinum Vision clients as one of the features of Compliance Plus. Important notes: - Published on: 2018-12-13 20:06:49 - Category: Posts - [Retaliation in the Workplace](https://gracehill.com/blog/retaliation-in-the-workplace/): New Grace Hill Mini-Course Workplace Retaliation   [caption id="attachment_3198" align="alignright" width="359"] A materially adverse action does not violate EEO laws unless there's a causal connection between the action and the protected activity.[/caption] A manager may not fire, demote, harass or… ------------------------- # Weekly Training Tip: Source of Income Discrimination > Grace Hill Training Tip of the Week Source of Income Discrimination In Baltimore, the City Council is set to take up legislation that would make it illegal for property managers to discriminate against prospective residents because of how they would… Full Content: Grace Hill Training Tip of the Week Source of Income Discrimination In Baltimore, the City Council is set to take up legislation that would make it illegal for property managers to discriminate against prospective residents because of how they would pay their rent.  This type of discrimination is known as “source of income” discrimination, and though not prohibited under federal fair housing law, it is prohibited by some state, city, and county laws. Source of income discrimination is often directed at people whose lawful livelihoods come from sources other than a paycheck.   Examples of lawful sources of income include: [caption id="attachment_3157" align="alignright" width="300"] Source of income discrimination may not be prohibited under federal fair housing law, however, it is prohibited by some state, city, and county laws.[/caption] Housing Choice Vouchers (Section 8) Supplemental Security Income (SSI) Social Security Veterans benefits Alimony or child support payments Temporary Assistance for Needy Families (TANF) What types of actions may be considered discrimination based on a source of income? Here are some examples: Advertising that a person “must have a job” to rent an apartment Requiring documentation, such as pay stubs, that are typically only available to people who are working Advertisements that express limitations as to the source of income of potential residents, such as, "No Section 8" or "We do not take public assistance" Refusing to rent to a person who is receiving public benefits Setting income requirements artificially high in order to exclude applicants who receive public benefits Requiring co-signers or a larger security deposit because of an applicant’s source of income   If discrimination based on the source of income is prohibited in your state or locality, one of the most important things you can do to make sure you do not end up on the wrong side of a fair housing claim is to keep all employees well informed. [caption id="attachment_2395" align="alignright" width="300"] Staff members should refresh their fair housing knowledge at least annually and be aware that discrimination based on "source of income" is illegal.[/caption] All staff members who come into contact with residents and prospective residents must be trained in fair housing laws. All staff members should refresh their fair housing knowledge at least annually and should be very clear that discrimination based on the source of income is illegal. Don’t forget about vendors, supplier partners and contractors! Anyone who could possibly interact with your residents should be informed of your company’s fair housing policy and asked to abide by fair housing laws.   It is important to remember that many states, cities, and municipalities have expanded fair housing protection to include additional protected classes. In addition to the source of income, these may include characteristics such as ancestry, marital status, age, military status, and student status.   Even if your area does not include some or all of these additional protections, all people should be treated fairly and equally - as a housing provider, that’s your responsibility! Important notes: - Published on: 2018-12-10 18:16:27 - Category: Posts - [Weekly Training Tip: Source of Income Discrimination](https://gracehill.com/blog/source-of-income-discrimination/): Grace Hill Training Tip of the Week Source of Income Discrimination In Baltimore, the City Council is set to take up legislation that would make it illegal for property managers to discriminate against prospective residents because of how they would… ------------------------- # Weekly Training Tip: Is that you, Boss? Don’t Fall for Scams > Grace Hill Training Tip of the Week Is that you, Boss? Don’t Fall for the Latest Scam You may have read about, or been the victim of, an email scam that’s getting attention lately.   It goes like this: You… Full Content: Grace Hill Training Tip of the Week Is that you, Boss? Don’t Fall for the Latest Scam You may have read about, or been the victim of, an email scam that’s getting attention lately.   It goes like this: You get an email from your boss asking you to buy gift cards for clients. It’s urgent. The cards must be purchased right away. After you purchase the cards, you get instructions to email pictures of the codes on the backs of the cards to your boss. Eventually, you find out the email wasn’t from your boss at all. You’ve been scammed.   One of the best ways to avoid becoming the victim of a scam like this is to be vigilant and aware of things that don’t look or feel quite right. You and your common sense are your best defense.     Think about who is asking you to do something, or asking for information. Does this seem like something the “sender” would typically do? Does the wording seem like something that person would really say? Is there spelling or grammatical errors? If anything seems off, it probably is.   Pay attention to details like the sender’s email address and links in emails. Always be skeptical. It is often difficult, if not impossible, to know for certain who sent an email. If you have any doubts, before responding or clicking on anything, call or talk to the “sender” in person to verify the email is legitimate. For example, if the email looks like it came from your boss, call him or her to confirm before taking any other action.   Don’t click on links in emails or attachments if you aren’t sure what they are, or if they are unexpected, or strange. Researchers have found that cybercriminals use the following tactics to get people to click on a link in an email: They address you by name in the email They craft the message in a way that is meant to make you curious They spoof a known sender They match message content to one of your recent experiences, such as shopping on a specific website   Sometimes a link masks the actual website to which it links. If you hover over a link without clicking it, you’ll notice the full URL of the link’s destination in a lower corner of your browser. If this looks at all suspicious, don’t click it! Be extremely cautious in these situations, as cybercriminals can put any company name in a URL to make you think it is real. Only visit websites by typing a verified address directly into a new browser address bar. You can also use a free link scanner (such as URLVoid) to check links you think are suspicious. This service helps you identify websites involved in malware, criminal activities, and phishing websites. Make sure you report anything suspicious to your supervisor and IT department immediately. Getting the word out about the scam will help ensure that none of your coworkers will fall victim.   Important notes: - Published on: 2018-11-16 15:49:51 - Category: Posts - [Weekly Training Tip: Is that you, Boss? Don’t Fall for Scams](https://gracehill.com/blog/dont-fall-for-scams/): Grace Hill Training Tip of the Week Is that you, Boss? Don’t Fall for the Latest Scam You may have read about, or been the victim of, an email scam that’s getting attention lately.   It goes like this: You… ------------------------- # Weekly Training Tip: What Do Your Employees Know About Retaliation? > Grace Hill Training Tip of the Week What Do Your Employees Know About Retaliation? Recently, the EEOC announced preliminary sexual harassment data from the 2018 fiscal year (FY).   [caption id="attachment_2748" align="alignright" width="300"] Anti-retaliation laws ensure that people are not… Full Content: Grace Hill Training Tip of the Week What Do Your Employees Know About Retaliation? Recently, the EEOC announced preliminary sexual harassment data from the 2018 fiscal year (FY).   [caption id="attachment_2748" align="alignright" width="300"] Anti-retaliation laws ensure that people are not discouraged from speaking out against discrimination.[/caption] Based on the preliminary data, in FY 2018: The EEOC filed 66 harassment lawsuits, including 41 that included allegations of sexual harassment. That reflects more than a 50 percent increase in suits challenging sexual harassment over FY 2017. In addition, charges filed with the EEOC alleging sexual harassment increased by more than 12 percent from FY 2017. Overall, the EEOC recovered nearly $70 million for the victims of sexual harassment through litigation and administrative enforcement in FY 2018, up from $47.5 million in FY 2017.   The increase in charges filed with the EEOC, along with the heightened awareness brought about by the #MeToo movement and the promotion of prevention strategies such as bystander intervention, make it more important than ever that employees and supervisors are aware of another illegal behavior: retaliation.   A manager may not fire, demote, harass or otherwise retaliate against an individual for filing a complaint of discrimination, participating in a discrimination proceeding, or otherwise opposing discrimination. This type of behavior is called retaliation and it is illegal.    Anti-retaliation laws serve important purposes. Not only do they protect employees from retaliatory behavior, but they also help ensure that people are not discouraged from speaking out against discrimination or participating in the EEOC's administrative process or other employment discrimination proceedings.   To address retaliation, organizations must recognize the potential for retaliation and also make sure supervisors know the acceptable and unacceptable responses to protected activity under the law.   If you are in a supervisory role, here are some important things to know: [caption id="attachment_2750" align="alignright" width="300"] Any employee who voices a concern about discrimination or harassment must be treated equally.[/caption] If an employee complains to you about discrimination or harassment, you must treat that employee with care. Any action you take which the employee could view as punishment or retaliation for the complaint might be construed as illegal retaliation, and result in legal action against you and your company. Make sure that no one is treated differently for voicing a concern, and don’t avoid an employee who has done so. This might create a retaliation claim instead of preventing one. It is also important to have thorough and timely communications with HR, and document all supervisor actions involving employee counseling and discipline, complaints, or other possible situations which could be used to create a retaliation claim.   While it may be difficult not to take an EEO allegation personally, it is important, if you are involved in such a situation, to take a step back to consider your reactions.   A negative change of behavior toward an employee after an EEO allegation can be perceived as retaliatory. Prevention Strategies Here are some ways you, as a supervisor, can prevent retaliation: Avoid publicly discussing the allegation Do not share information about the EEO activity with any other managers or subordinates Be careful not to isolate the employee Avoid reactive behavior such as denying the employee information, equipment, or benefits provided to other employees who are performing similar duties Do not interfere with the EEO process Provide clear and accurate information to the EEO staff, EEO Investigator, or judge Do not threaten the employee, witnesses or anyone else involved in the processing of a complaint   Important notes: - Published on: 2018-11-14 21:24:10 - Category: Posts - [Weekly Training Tip: What Do Your Employees Know About Retaliation?](https://gracehill.com/blog/employees-and-retaliation/): Grace Hill Training Tip of the Week What Do Your Employees Know About Retaliation? Recently, the EEOC announced preliminary sexual harassment data from the 2018 fiscal year (FY).   [caption id="attachment_2748" align="alignright" width="300"] Anti-retaliation laws ensure that people are not… ------------------------- # Five Strategies for More Engaging Webinars > Five Strategies for More Engaging Webinars   One of the most exciting sessions at the 2018 Vision Conference in Scottsdale was full of tips for improving webinar engagement. Grace Hill Director of Sales Operations Christi Dobbins and Account Manager Melissa… Full Content: Five Strategies for More Engaging Webinars   One of the most exciting sessions at the 2018 Vision Conference in Scottsdale was full of tips for improving webinar engagement. Grace Hill Director of Sales Operations Christi Dobbins and Account Manager Melissa Feliciano demonstrated techniques for achieving higher participation, energy and information retention during webinars. Here are some of the main strategies they recommend. Prepare for Learning Christi and Melissa reminded attendees that webinar participants’ time is valuable. In exchange for their time, webinar participants should gain knowledge they can put into action. The best way to accomplish this is through preparation and practice: Prepare a lesson plan (Google “lesson plans” for ideas) Plan out your time Have a written objective Organize your content to support your objective Plan and practice activities and engagement exercises. Example note to include to yourself: “Now is a good time to have participants raise their hands to say whether this is something they experience.” Bonus: these preparations have the added benefit of making it easier for someone else to take over the webinar if you’re unavailable. Tip: Always have a backup plan and, if possible, a wing person who can help resolve issues while you’re presenting. If the issues simply can’t be resolved, it’s okay to reschedule for a later time when you can provide a better learning environment. Vary Presentation Format Most session attendees admitted they tend to use a one-person presentation format for their webinars. Christi and Melissa encouraged attendees to try out other formats to inject energy and avoid monotony: Dual presenter – Two presenters offer the benefit of contrasting styles, voices and expertise, allowing you to cover more ground and keep participants more engaged. A panel of experts – Use a panel of experts to cover individual content niches. For example, you might have someone address safety and someone else address maintenance. Consider inviting a vendor to cover their special area of expertise. Q&A – Give participants an opportunity to ask any questions they might have, for instance with a company leader. Interview – In this format, participants observe a facilitator asking questions of someone else. Again, this could be a useful format when you want to involve a company leader. Demonstration – Use the webcam to show someone doing something they excel at. This format works well with a separate facilitator who can handle the filming and commentary. It’s a great option when your expert is low energy. Tip: Try pairing a high-energy presenter with a subject matter expert. Use Interactive Tools One reason the session was so exciting is that Christi and Melissa employed a variety of interactive tools to keep attendees interested and to demonstrate the impact these tools can have. As a result, attendees were energetic and quick to contribute feedback. Here are some of the tools they recommend: Menti.com – The Mentimeter has lots of fun uses for webinars. Use the word cloud function to crowd-source ideas or the ranking function to find out what’s most important to participants. Polling – If your webinar platform has a polling option, this can be a great way to engage participants and assess their priorities. Set polling up ahead of time and then use it anytime you need to pick up low energy or to see if participants want to go a different direction with the content of the webinar. Whiteboard – A whiteboard feature can help you gather ideas and engage webinar participants. Use it at the beginning to ask participants what they want to get out of the webinar or use it to send well-wishes to someone for an important day or event. Any notes you take on the whiteboard can be saved so that you can use them later.   Don’t Skip the Q&A Studies have shown that 92% of webinar participants want and expect live Q&A as part of the webinar. Which is good news, say Christi and Melissa, because Q&A is one of the best engagement tools you can use. Here are some of their suggestions for getting the most out of your Q&A: Build Q&A time into your session (10 minutes will usually work). Let participants know at the beginning that there will be Q&A so they have time to formulate questions. Anticipate what questions will be asked and prepare for them (especially any “elephant in the room” questions). Have some staged questions ready to throw in if participants don’t ask questions. Chances are they do want to hear answers but are just shy. Even if you plan to take questions at the end of the webinar, don’t require participants to hold questions until the end. Any question is an opportunity to engage your audience, and your objective should be engagement throughout.   Build Toward the Future Christi and Melissa reminded attendees that engagement shouldn’t end just because the webinar is over. There are always future opportunities for both participants and presenters. Give participants a next step for making progress on the training you’ve delivered. That might be trying out one of the techniques you’ve covered, looking at their current process to see where new techniques might fit or familiarizing themselves with a new software platform or application. Tip: Use segments of recorded or documented webinar content as teasers or followup to the actual webinar to generate excitement beforehand or to promote continued learning afterward. Next steps for presenters include assessing the webinar’s success and adapting for the future. Give participants a survey to find out how well the tools you used worked. Try out something new and compare. Keep yourself engaged and your participants will follow!     Important notes: - Published on: 2018-11-06 20:51:25 - Category: Posts - [Five Strategies for More Engaging Webinars](https://gracehill.com/blog/five-strategies-for-more-engaging-webinars/): Five Strategies for More Engaging Webinars   One of the most exciting sessions at the 2018 Vision Conference in Scottsdale was full of tips for improving webinar engagement. Grace Hill Director of Sales Operations Christi Dobbins and Account Manager Melissa… ------------------------- # Weekly Training Tip: How Much Do Your Vendors Know About Fair Housing? > Grace Hill Training Tip of the Week How Much Do Your Vendors Know About Fair Housing?   [caption id="attachment_2600" align="alignright" width="300"] Vendors and contractors should be provided with key points regarding fair housing laws.[/caption] Fair housing is a topic of great importance… Full Content: Grace Hill Training Tip of the Week How Much Do Your Vendors Know About Fair Housing?   [caption id="attachment_2600" align="alignright" width="300"] Vendors and contractors should be provided with key points regarding fair housing laws.[/caption] Fair housing is a topic of great importance for anyone working in the multifamily industry. In fact, it’s so important that fair housing law doesn’t just apply to your full-time employees. If a vendor or contractor working on-site is accused of discrimination, there can be serious consequences for your community, management company, and the individual accused of discrimination.   For this reason, it is important that your vendors and contractors understand and comply with fair housing law. But you can’t teach a vendor everything there is to know about fair housing law – after all, you and your employees have spent years developing your understanding of the law and how to apply it.  What can you do?   Consider making sure that, at a minimum, vendors and contractors know about the following topics.   The basics of fair housing law:         The purpose of the law and who is protected by it         The definition of discrimination and some examples of discriminatory behavior         The definition of harassment and some examples of harassing behavior         What reasonable accommodations and modifications are   Their basic responsibilities:   [caption id="attachment_2602" align="alignright" width="300"] It is important to follow the basic fair housing laws in every interaction. [/caption] Don’t Discriminate: Treat all residents fairly, equally, and consistently. Treating one person differently from others could lead to a discrimination complaint.   Be Professional: Maintain professionalism at all times. What seems like a funny joke to one person can be offensive or threatening to another. Something that is intended as a compliment can easily cross the line into inappropriate behavior.   Be Careful with Small Talk: It’s easy to get into fair housing trouble simply by chatting with residents. While there’s nothing wrong with being friendly, be very careful not to ask questions about any of the protected classes. In most situations, a polite smile and nod or “hello, how are you?” are sufficient.   Don’t Share Information About Residents: If someone asks you questions like, “What kind of people live here?” or “Does everyone speak English?” don’t give them specific information or invite them to walk around and see for themselves. Instead, let them know that anyone who meets the community’s qualification guidelines is welcome to live there. If pressed further, direct the individual to the leasing office.   Don’t Ask About a Disability: Never ask about a resident’s disability, whether or not they have a disability, or what work an assistance animal performs. More often than not, asking questions about a disability is a violation of the Fair Housing Act. It is best to avoid these types of questions altogether.   Most importantly, make sure vendors and contractors know that when in doubt, they should contact management with questions or concerns. This is truly a case of better safe than sorry!   Important notes: - Published on: 2018-10-17 20:43:26 - Category: Posts - [Weekly Training Tip: How Much Do Your Vendors Know About Fair Housing?](https://gracehill.com/blog/how-much-do-your-vendors-know-about-fair-housing/): Grace Hill Training Tip of the Week How Much Do Your Vendors Know About Fair Housing?   [caption id="attachment_2600" align="alignright" width="300"] Vendors and contractors should be provided with key points regarding fair housing laws.[/caption] Fair housing is a topic of great importance… ------------------------- # Cybersecurity and Property Management: How Safe are You? > Grace Hill Training Tip of the Week Cybersecurity and Property Management: How Safe are You? [caption id="attachment_2556" align="alignright" width="300"] Hackers typically target databases that store information about many people, which makes property management companies attractive targets.[/caption] Cybersecurity is critical to… Full Content: Grace Hill Training Tip of the Week Cybersecurity and Property Management: How Safe are You? [caption id="attachment_2556" align="alignright" width="300"] Hackers typically target databases that store information about many people, which makes property management companies attractive targets.[/caption] Cybersecurity is critical to the property management industry because of the type, and amount of data collected and used on a daily basis. Cybersecurity was one of the key themes of the 2017 National Multifamily Housing Council annual conference, and property management companies are looking at new ways to safeguard residents’ privacy and protect personal data.   Personally Identifiable Information (also known as PII) is any information which can be used, either alone or with other data, to uniquely identify, contact or locate a person. Although you might think that credit card numbers would be the most valuable information for cybercriminals, it turns out that PII is the most attractive information to cybercriminals.   Property management companies collect, use and store huge amounts of highly sensitive, personal, private data about prospective residents, employees, vendors, and current residents. This includes information found in leases, rental applications and other documents such as Social Security numbers, insurance information, addresses, employment history, and financial records.   Unfortunately, the most commonly collected and stored data in the property management industry is also the most sought after by criminals.   Hackers tend to look for the biggest reward for the least amount of effort, so they typically target databases that store information about many people. The wealth of valuable personal information stored, therefore, makes every property management company a very attractive potential target for hackers.   Like many challenges companies experience, strong cybersecurity traces back to one factor — the people. Many of the costliest data breaches are the result of human error and negligence—either someone clicking on a link in a phishing email without thinking, linking an infected phone or tablet to a company network, or simply losing or having stolen a device containing sensitive data. How are you training your employees, who are the first line of defense against cybercrime?  If you don’t have a training solution in place, there’s no time like the present to think about it.   [caption id="attachment_2559" align="alignleft" width="300"] All employees play an important role in creating a culture of cybersecurity within your company.[/caption] Cybersecurity is a risk for companies of all sizes and is becoming increasingly important to pay attention to. Cybersecurity can no longer be seen as a concern for only the “IT” department or specialist. All employees play an important role in creating a culture of cybersecurity within your company and protecting the sensitive personal information of all residents, vendors, and co-workers.   The cybersecurity landscape will keep changing as will the threats, vulnerabilities and security challenges created by an increasingly connected world. This is why cybersecurity awareness is so important and implementing best practices can help property management companies keep their own and their residents’ data more secure.     Request a demo to learn more about the Cybersecurity course series for employees and supervisors, which is tailored to the property management industry.     Important notes: - Published on: 2018-10-04 17:19:59 - Category: Posts - [Cybersecurity and Property Management: How Safe are You?](https://gracehill.com/blog/cybersecurity-and-property-management/): Grace Hill Training Tip of the Week Cybersecurity and Property Management: How Safe are You? [caption id="attachment_2556" align="alignright" width="300"] Hackers typically target databases that store information about many people, which makes property management companies attractive targets.[/caption] Cybersecurity is critical to… ------------------------- # Weekly Training Tip: Marijuana Reasonable Accommodations Under the FHA > Grace Hill Training Tip of the Week   Marijuana and Reasonable Accommodations Under the FHA Marijuana use is on the rise across the United States. Thirty states and the District of Columbia have legalized marijuana use for medicinal or recreational… Full Content: Grace Hill Training Tip of the Week   Marijuana and Reasonable Accommodations Under the FHA Marijuana use is on the rise across the United States. Thirty states and the District of Columbia have legalized marijuana use for medicinal or recreational purposes. This means you will likely have residents who request an accommodation to standard policies that prohibit drug use on your property.   The question is, are you required to make this kind of accommodation?   [caption id="attachment_2541" align="alignright" width="300"] The U.S. Drug Enforcement Agency classifies marijuana as a Schedule I Controlled Substance.[/caption] If a resident is using marijuana for a medical condition, that condition may qualify as a disability that could entitle them to an accommodation of some kind. Under the Fair Housing Act (FHA), it is illegal to refuse to make a reasonable accommodation in rules, policies or services when such accommodations may be necessary to afford a person with a disability equal opportunity to use and enjoy a dwelling. An accommodation is reasonable under the FHA if it does not cause undue hardship, fiscal or administrative burdens on the property management company, or does not undermine the basic purpose that the policy seeks to achieve.   If a resident has a disability and indicates that using marijuana in their home is related to that disability, they could request a “reasonable accommodation” under the FHA. Note that physicians in the United States are not actually permitted to prescribe marijuana, although they can recommend its use for their patients to treat various medical conditions.   The U.S. Drug Enforcement Agency (DEA) classifies marijuana as a Schedule I Controlled Substance, which recognizes no medical use. Ultimately, an accommodation that allows conduct in violation of a federal law likely constitutes an “undue administrative burden.” That means that using marijuana in multifamily housing would likely not be a reasonable accommodation a housing provider has to allow, even if it is for medical purposes.   The bottom line is that the current state of the law does not require the approval of medical marijuana as a reasonable accommodation for a disability. Nevertheless, this is an evolving area of the law, and specific requests for accommodations related to marijuana use should be discussed with your attorney.   Important notes: - Published on: 2018-09-27 14:24:30 - Category: Posts - [Weekly Training Tip: Marijuana Reasonable Accommodations Under the FHA](https://gracehill.com/blog/marijuana-and-reasonable-accommodations/): Grace Hill Training Tip of the Week   Marijuana and Reasonable Accommodations Under the FHA Marijuana use is on the rise across the United States. Thirty states and the District of Columbia have legalized marijuana use for medicinal or recreational… ------------------------- # Weekly Training Tip: Secrets of Top Hiring Managers in Multifamily > Grace Hill Training Tip of the Week Secrets of Top Hiring Managers in Multifamily   [caption id="attachment_2507" align="alignright" width="300"] Referrals are one of the most reliable sources for good employees. Make sure you have a robust referral program in place![/caption]… Full Content: Grace Hill Training Tip of the Week Secrets of Top Hiring Managers in Multifamily   [caption id="attachment_2507" align="alignright" width="300"] Referrals are one of the most reliable sources for good employees. Make sure you have a robust referral program in place![/caption] Hiring mistakes can cost a company 15x an employee’s base salary in addition to negatively impacting performance and causing stress for other employees. We talked to some of the top hiring managers in the multifamily industry to learn their secrets to attracting the best talent and avoiding mistakes. Here are the hiring principles they live by.   The best talent gets referred to you Referrals are by far the most reliable source for good employees. Referrals from your business network average a nearly 75% success rate! Also consider referrals from an external recruiter, an internal recruiter and top performers at your company. A company referral program that rewards employees for referring successful new employees can be a great motivator.   Ask questions and listen to the answers A surprising number of interviews contain very few questions. Even if you already have a good feeling about a candidate, the interview process is an important opportunity for you to get a feel for one another and determine whether your work and communication styles are compatible. Express curiosity about candidates. What attracted them to the job and your company? What are their career goals? What are they unwilling to do? Listen to their responses and take notes. Not only does this help you learn more about the candidate, but it also demonstrates your interest.   Don’t forget to sell your company You’re not the only one making a hiring decision. Candidates are sizing your company up too, and the best candidates are selective. Use the interview process as an opportunity to promote your company. Describe why people like working there and invite them to look you up online. Ensure your online reputation is positive by asking happy employees to contribute reviews to employer rating sites like Glassdoor and Indeed.   Make sure your onboarding supports your hiring process Contact a Grace Hill sales representative at (866) 472-2344 about all of the ways our platform and client partnerships can help your company create a more effective and efficient onboarding process. Remember, it's not just our platform that is an industry leader, it's the account support we provide. The best platform in the industry comes with the best customer support. Let us show you the difference. Important notes: - Published on: 2018-09-19 21:42:11 - Category: Posts - [Weekly Training Tip: Secrets of Top Hiring Managers in Multifamily](https://gracehill.com/blog/secrets-of-top-hiring-managers-in-multifamily/): Grace Hill Training Tip of the Week Secrets of Top Hiring Managers in Multifamily   [caption id="attachment_2507" align="alignright" width="300"] Referrals are one of the most reliable sources for good employees. Make sure you have a robust referral program in place![/caption]… ------------------------- # Weekly Training Tip: Sex Discrimination & the Fair Housing Act > Grace Hill Training Tip of the Week Sex Discrimination and the Fair Housing Act [caption id="attachment_2407" align="alignright" width="300"] Discrimination based on nonconformity with gender stereotypes is covered by the FHA.[/caption]   In recent years, the LGBT community has earned additional… Full Content: Grace Hill Training Tip of the Week Sex Discrimination and the Fair Housing Act [caption id="attachment_2407" align="alignright" width="300"] Discrimination based on nonconformity with gender stereotypes is covered by the FHA.[/caption]   In recent years, the LGBT community has earned additional rights under the law in many different contexts. From same-sex marriage recognition to restroom access corresponding to a person’s gender identity, the law is constantly evolving.   The Federal Fair Housing Act (FHA) does not specifically include sexual orientation and gender identity as protected classes. However, discrimination against a lesbian, gay, bisexual, or transgender person may be covered by the FHA if it is based on nonconformity with gender stereotypes.   For example: If a housing provider refuses to rent to an LGBT person because she believes the person acts in a manner that does not conform to her notion of how a person of a particular sex should act, the person may pursue the matter under the Fair Housing Act as discrimination based on sex. If a property manager refuses to rent to a prospective resident who is transgender because of the prospective resident’s non-conformity with gender stereotypes, this could be discrimination on the basis of sex under the FHA.   Despite the relative lack of protection under the FHA, both the judicial system and the United States Department of Housing and Urban Development (HUD) have in recent years expanded anti-discrimination protections for the LGBT community. The law is clearly trending towards recognizing sexual orientation and gender identity as protected classes under fair housing laws. In fact, it is already the law in many states and localities.     [caption id="attachment_2408" align="alignleft" width="300"] Every interaction with residents and prospective residents is an opportunity to comply with fair housing laws.[/caption] Remember, every interaction you have with prospective and current residents is an opportunity to comply with fair housing laws and prevent discriminatory housing practices. By treating everyone fairly, equally, and consistently, you help reduce the risk of violating fair housing laws and create a welcoming atmosphere and sense of community for your customers.   And, fair housing laws protect people from discrimination throughout all stages of your interactions, not just after they become residents of your community. From the first contact, whether by phone call, email, text, or in-person, you are responsible for complying with fair housing laws and treating all people in a non-discriminatory manner.     Even if LGBT persons are not technically considered a protected class under the laws applicable to the area your company or property is located in, there are valid reasons for maintaining a company policy prohibiting LGBT discrimination, and for ensuring employees understand that all people must be treated in a non-discriminatory manner.   Important notes: - Published on: 2018-08-29 16:57:02 - Category: Posts - [Weekly Training Tip: Sex Discrimination & the Fair Housing Act](https://gracehill.com/blog/sex-discrimination-and-the-fair-housing-act/): Grace Hill Training Tip of the Week Sex Discrimination and the Fair Housing Act [caption id="attachment_2407" align="alignright" width="300"] Discrimination based on nonconformity with gender stereotypes is covered by the FHA.[/caption]   In recent years, the LGBT community has earned additional… ------------------------- # Weekly Training Tip: HUD Announces Complaint Against Facebook > Grace Hill Training Tip of the Week HUD Announces Formal Complaint Against Facebook   [caption id="attachment_2453" align="alignright" width="300"] The complaint includes discriminatory advertising, statement, and notices.[/caption] On August 17th, 2018, the U.S. Department of Housing and Urban Development (HUD) announced… Full Content: Grace Hill Training Tip of the Week HUD Announces Formal Complaint Against Facebook   [caption id="attachment_2453" align="alignright" width="300"] The complaint includes discriminatory advertising, statement, and notices.[/caption] On August 17th, 2018, the U.S. Department of Housing and Urban Development (HUD) announced a formal complaint against Facebook for violating the Fair Housing Act (FHA) by allowing landlords and home sellers to use its advertising platform to engage in housing discrimination.   HUD claims Facebook enables advertisers to control which users receive housing-related ads based upon the recipient's race, color, religion, sex, familial status, national origin, disability, and/or zip code. Facebook then invites advertisers to express unlawful preferences by offering discriminatory options, allowing them to effectively limit housing options for these protected classes under the guise of 'targeted advertising.'   You can read HUD’s complaint here: Housing Discrimination Complaint.   The FHA prohibits discrimination in housing transactions, including print and online advertisement on the basis of race, color, national origin, religion, sex, disability, or familial status. In past posts, we’ve covered some basic guidelines to ensure your advertisements and social media don’t violate fair housing law.  But what about some of the more subtle situations - ones where you may not even realize you could be doing something that might be viewed as discriminatory?   Remember, discrimination doesn’t have to be intentional to be illegal. If your words or images have the effect of discouraging prospective residents from applying to live in your community, that may be enough to violate the fair housing law.   Let’s look at an example:   Imagine your community is 80% white. You like to use real photographs from community events on social media. Because your community is mostly white, the pictures you post generally only show people who are white. You might think there is no risk of a discrimination claim. After all, your intention is not to discriminate. You are only trying to show real images of your community.   [caption id="attachment_2436" align="alignright" width="300"] Showing diversity on social media posts can prevent discrimination accusations[/caption] However, if the images you post have the effect of discouraging people with darker skin from applying to live in your community, you could be at risk. This could be discrimination based on color under fair housing law.   Using images in social media posts is a great way to appeal to customers. However, make sure the images you use across your social media communications show diversity. Consider all federal, state, and locally protected classes. For example, show males and females, people of different races, people with disabilities, a variety of ages, and families with and without children. Show diversity when using avatars, animated characters, and illustrations, too.   You must be just as mindful of fair housing laws when sharing information and interacting with customers online as you are when sharing information and interacting in print and in person. You are responsible for not acting in a discriminatory way, no matter what form of communication you are using.   Important notes: - Published on: 2018-08-23 19:45:04 - Category: Posts - [Weekly Training Tip: HUD Announces Complaint Against Facebook](https://gracehill.com/blog/hud-announces-formal-complaint-against-facebook/): Grace Hill Training Tip of the Week HUD Announces Formal Complaint Against Facebook   [caption id="attachment_2453" align="alignright" width="300"] The complaint includes discriminatory advertising, statement, and notices.[/caption] On August 17th, 2018, the U.S. Department of Housing and Urban Development (HUD) announced… ------------------------- # Weekly Training Tip: Evaluating Assistance Animal Documentation > Grace Hill Training Tip of the Week   Evaluating Documentation Related to Assistance Animals   [caption id="attachment_2329" align="alignright" width="300"] Currently, no organization is legally recognized for registering service or assistance animals. Any organization making that claim is misleading its audience.[/caption]… Full Content: Grace Hill Training Tip of the Week   Evaluating Documentation Related to Assistance Animals   [caption id="attachment_2329" align="alignright" width="300"] Currently, no organization is legally recognized for registering service or assistance animals. Any organization making that claim is misleading its audience.[/caption] One of the most common accommodation requests multifamily housing providers get is for a resident to have an animal that would otherwise be restricted by a community’s rules. But in the past few years, websites have popped up that provide questionable medical verifications for service and assistance animals. Some people are using these sites to get around no-pet policies or avoid things like breed and size restrictions. But other people are motivated by a legitimate service need or deep emotional connection to their animals, which can make this a sensitive issue to navigate.   If you receive documentation related to an accommodation request for an assistance animal that seems suspicious, it might be helpful to do a quick web search on the organization or individual that issued the document. Here are some things that might be red flags.   The site offers “official” certifications, registrations or IDs for service or assistance animals. Currently, there are no legally recognized organizations for registering service or assistance animals. Sites that claim to be certifying bodies or that offer official registrations are misleading because there is no such thing.   The site offers a “training certificate” as proof that the animal is an assistance animal. Under the FHA, there is no requirement that assistance animals be trained. Documentation only needs to establish that the person has a disability and that the animal provides disability-related assistance or emotional support. An animal’s training is not relevant when evaluating a reasonable accommodations request.   [caption id="attachment_2395" align="alignleft" width="300"] Remember to research any questionable documentation[/caption] No matter what source the documentation is from if you are suspicious, do not immediately deny an accommodation request. Instead, start a conversation with the resident to gather more information. As you go through the process, try not to give the impression that you are doubting the resident’s disability or need for the assistance animal. Instead, let them know that you are simply doing due diligence to confirm documentation.   Keep in mind that some people have been misled by websites and organizations that sell service or assistance animal “certifications” to vulnerable people. And, most prospects and residents don’t understand the applicable laws as well as you do. You may need to educate residents as you go. Doing so with understanding and empathy will help make the process go smoothly.   As always, if you have any questions about how to proceed in any situation involving accommodation requests, it is best to consult your supervisor and legal counsel.     Important notes: - Published on: 2018-08-10 18:01:48 - Category: Posts - [Weekly Training Tip: Evaluating Assistance Animal Documentation](https://gracehill.com/blog/evaluating-assistance-animals-documentation/): Grace Hill Training Tip of the Week   Evaluating Documentation Related to Assistance Animals   [caption id="attachment_2329" align="alignright" width="300"] Currently, no organization is legally recognized for registering service or assistance animals. Any organization making that claim is misleading its audience.[/caption]… ------------------------- # Weekly Training Tip: Keeping Your Compliance Knowledge Fresh > Grace Hill Training Tip of the Week How do you Keep Compliance Knowledge Fresh? Compliance training is a company’s primary defense against fair housing, harassment, diversity, and drug-free workplace violations. But training is only as strong as it is current.… Full Content: Grace Hill Training Tip of the Week How do you Keep Compliance Knowledge Fresh? Compliance training is a company’s primary defense against fair housing, harassment, diversity, and drug-free workplace violations. But training is only as strong as it is current.   A typical approach to compliance training is to have one course that covers the basics, and then require employees to take that same course every year. One of the problems with that approach is that to develop true competency in a learning area, instruction should build upon previously-learned knowledge and skills, not simply repeat from year-to-year.   This is particularly important in the world of compliance where laws change and interpretations of those laws by government agencies and the courts are ever-evolving. It is important to continuously train employees on how to apply core concepts and skills to new situations and to give them opportunities to practice applying those skills in a low-stakes training environment. This is the path to true competency.   So what can you do to ensure your employees get the training they need to build their compliance muscle?   First, employees need to buy into the importance of engaging in regular compliance training.  “The world of compliance is ever-evolving” is a fundamental concept that is important to understand. Providing employees with big ideas like this equips them with a framework around which they can learn in a coherent way. Make “change” a theme when you talk about compliance, and revisit it periodically to help employees appreciate the importance of engaging in regular compliance training.   Second, provide new and up-to-date training annually. To solve this problem at Grace Hill, we recently introduced a Compliance Refresher Series.  Each refresher course reviews the basics in the compliance area, gives practical guidance on trending topics, provides authentic practice, and ends with a quiz to assess mastery of the course content. Most importantly, the courses are updated annually with all new content, graphics, activities, and quizzes to keep learners engaged.   As a trainer, your work is never done. In the fast-paced world of property management, you can’t afford to run in place or fall behind. This is one of the most challenging aspects of your job, but it can also one of the most invigorating.  Actively managing the changing world of compliance can help you be ready for whatever the compliance world throws your way.   To learn more about Grace Hill’s new compliance refresher series, call us at 866.472.2344 or schedule a free demo. Important notes: - Published on: 2018-08-01 20:28:23 - Category: Posts - [Weekly Training Tip: Keeping Your Compliance Knowledge Fresh](https://gracehill.com/blog/keeping-compliance-knowledge-fresh/): Grace Hill Training Tip of the Week How do you Keep Compliance Knowledge Fresh? Compliance training is a company’s primary defense against fair housing, harassment, diversity, and drug-free workplace violations. But training is only as strong as it is current.… ------------------------- # Weekly Training Tip: When Assistance Animals Break the Rules > Grace Hill Training Tip of the Week When Assistance Animals Break the Rules   [caption id="attachment_1592" align="alignright" width="300"] Community rules for assistance animals must apply to all animals in your community. [/caption] One of the most common accommodation requests is to… Full Content: Grace Hill Training Tip of the Week When Assistance Animals Break the Rules   [caption id="attachment_1592" align="alignright" width="300"] Community rules for assistance animals must apply to all animals in your community. [/caption] One of the most common accommodation requests is to have an animal that would otherwise be restricted by a community’s rules. In these cases, it is important to understand that service and assistance animals are not considered pets. Rather, they provide an important service to people with disabilities. You must know how to handle these accommodation requests in compliance with the law. But this doesn’t mean assistance animals can run amok in your community.   You can have rules for assistance animals, as long as the same rules apply to all animals in your community.   Assistance animals can be subject to rules and policies such as: Residents must pay for damages, beyond reasonable wear and tear, caused by the animal All animals must be vaccinated in accordance with state and local laws, and Residents must dispose of all waste and observe all leash rules   Be sure to let customers know that you make reasonable accommodations for people with disabilities. For example, you can require that animals be on a leash outdoors, but you may need to make an accommodation for a resident with a disability who has a dog that fetches items for him.   [caption id="attachment_2328" align="alignleft" width="300"] In the event where an assistance animal is violating community rules, allow the resident to attempt to resolve the situation before taking steps to remove the animal.[/caption] What can you do if owners of assistance animals break the rules? You can take action when residents with assistance animals violate community rules. However, proceed carefully and consult your legal counsel.   Give the resident opportunities to remedy the situation before taking steps to remove the animal. Send written warnings recognizing that the animal is an assistance animal, and reminding the resident that they must follow reasonable rules of conduct.   If the situation continues, let the resident know that if the problem persists the animal may have to be removed and alternative accommodations will be explored.     Document disturbances or damage in writing and with photographs if possible. Phone or in-person conversations will not be as useful as written documentation if you find yourself in legal proceedings.   Important notes: - Published on: 2018-07-18 01:43:24 - Category: Posts - [Weekly Training Tip: When Assistance Animals Break the Rules](https://gracehill.com/blog/when-assistance-animals-break-the-rules/): Grace Hill Training Tip of the Week When Assistance Animals Break the Rules   [caption id="attachment_1592" align="alignright" width="300"] Community rules for assistance animals must apply to all animals in your community. [/caption] One of the most common accommodation requests is to… ------------------------- # Weekly Training Tip: Assistance Animals are not Pets > Grace Hill Training Tip of the Week   A Mantra Worth Repeating: Assistance Animals are not Pets   [caption id="attachment_2291" align="alignright" width="300"] Lack of proper training can cause hardship to all parties involved[/caption] HUD recently announced a Conciliation Agreement between… Full Content: Grace Hill Training Tip of the Week   A Mantra Worth Repeating: Assistance Animals are not Pets   [caption id="attachment_2291" align="alignright" width="300"] Lack of proper training can cause hardship to all parties involved[/caption] HUD recently announced a Conciliation Agreement between two Nevada real estate companies and a prospective resident to resolve a claim that the companies denied the prospective resident’s request to have an assistance animal live with her in her apartment home. Read the agreement here.    The prospective resident reported that she provided documentation from her doctor showing she needed the assistance animal because of her disability. According to the complaint, a leasing agent told her that the owner did not allow pets because hardwood floors had recently been installed. At that point, the prospective resident did not continue trying to lease the apartment.   Under the agreement, the two companies must pay the prospective resident $6,000, take fair housing training and adopt policies that handle reasonable accommodation requests on a timely way and maintain records related to the accommodation requests.   Remember, to remove barriers that people with disabilities often face when searching for and living in rental homes, it may be necessary to make changes to community rules, policies, procedures, or services. These kinds of changes are called reasonable accommodations. If the requests are reasonable and would not cause undue hardship to your community’s business operations, fair housing laws require you to make accommodations for people with disabilities.   One of the most common accommodation requests is to have an animal that would otherwise be restricted by a community’s rules. In these cases, it is important to understand that service and assistance animals are not pets. Rather, they provide an important service to people with disabilities. You must know how to handle these accommodation requests in compliance with the law.   Here are some important points to remember: [caption id="attachment_1563" align="alignright" width="300"] Stay up to date on the guidelines for reviewing assistance animal accommodation requests[/caption] Under the FHA and Section 504, individuals with a disability may be entitled to an assistance animal as a reasonable accommodation in housing that otherwise restricts or prohibits animals. Assistance animals include service, companion, and emotional support animals. Assistance animals may be any type of animal, and no training is required. There are strict guidelines for what you may ask a person requesting a reasonable accommodation. Not following them puts you at risk of committing disability discrimination. Never ask for specifics about a person’s disability. All that’s required is reliable documentation of a disability and that the animal provides disability-related assistance or emotional support. If you doubt the credibility of documentation related to an accommodation request, you can ask for more information. Be sure to proceed carefully and consult your legal counsel.   If you have doubts about how to proceed with any request related to assistance animals, reach out to your supervisor or legal counsel for help.  Not doing so may cost you and your company dearly.   Important notes: - Published on: 2018-07-06 15:30:14 - Category: Posts - [Weekly Training Tip: Assistance Animals are not Pets](https://gracehill.com/blog/assistance-animals-are-not-pets/): Grace Hill Training Tip of the Week   A Mantra Worth Repeating: Assistance Animals are not Pets   [caption id="attachment_2291" align="alignright" width="300"] Lack of proper training can cause hardship to all parties involved[/caption] HUD recently announced a Conciliation Agreement between… ------------------------- # Weekly Training Tip: Back to Basics on Assistance Animals > Grace Hill Training Tip of the Week Back to Basics on Assistance Animals   [caption id="attachment_1986" align="alignright" width="300"] It is important to handle assistance animal accommodation requests properly [/caption] According to The Case for Fair Housing: 2017 Fair Housing Trends Report… Full Content: Grace Hill Training Tip of the Week Back to Basics on Assistance Animals   [caption id="attachment_1986" align="alignright" width="300"] It is important to handle assistance animal accommodation requests properly [/caption] According to The Case for Fair Housing: 2017 Fair Housing Trends Report by the National Fair Housing Alliance, nearly 55% of all reported housing discrimination complaints in 2016 involved discrimination against people with disabilities.   This statistic is a reminder of how important it is to handle accommodation requests properly. Let’s review some of the basics.   Under the FHA and Section 504, individuals with a disability may be entitled to an assistance animal as a reasonable accommodation in housing that places restrictions on or prohibits animals.   Remember, assistance animals include service animals, companion animals, and emotional support animals. They can be dogs, cats, birds, rabbits, or other types of animals.   Some examples of reasonable accommodation requests related to assistance animals are: Requesting to have an assistance animal in a community or building that doesn’t allow pets Requesting to have a 70 -pound dog in a community doesn’t allow dogs over 50 pounds Requesting to have a pit bull in a community where pit bulls are a restricted breed     [caption id="attachment_2245" align="alignright" width="300"] Always review and verify the three criteria that must be met[/caption] There are three criteria that must be met for a person to be protected by the FHA and Section 504 in regard to assistance animals:   The person must have a disability The animal must serve a function directly relates to the person's disability The request to have the animal must be reasonable   Keep in mind that the FHA and Section 504 do not protect individuals who do not have disabilities, and they do not protect situations in which individuals train animals for use by other people. This means, for example, that you would not be required to grant an exception to a no pet policy for a resident who does not have a disability but has a dog that keeps people company at a nearby nursing home on weekends.   Understanding these basic principles of reasonable accommodations for assistance animals under the FHA and Section 504 will help you comply with the law, and will also ensure that everyone feels welcome in your community.   If you'd like additional information about how to handle conversations around assistance animals, download our guide. If you'd like to preview our new mini-course, Assistance Animals in Multifamily Housing, please request a demo.   Important notes: - Published on: 2018-06-21 17:06:30 - Category: Posts - [Weekly Training Tip: Back to Basics on Assistance Animals](https://gracehill.com/blog/back-to-basics-on-assistance-animals/): Grace Hill Training Tip of the Week Back to Basics on Assistance Animals   [caption id="attachment_1986" align="alignright" width="300"] It is important to handle assistance animal accommodation requests properly [/caption] According to The Case for Fair Housing: 2017 Fair Housing Trends Report… ------------------------- # Weekly Training Tip: Avoiding Applicant Screening Pitfalls > Grace Hill Training Tip of the Week Avoiding Applicant Screening Pitfalls [caption id="attachment_2239" align="alignright" width="300"] Avoid discrimination within the screening process by carefully considering how you approach your application process. [/caption] Claims of discrimination often arise in relation to the applicant… Full Content: Grace Hill Training Tip of the Week Avoiding Applicant Screening Pitfalls [caption id="attachment_2239" align="alignright" width="300"] Avoid discrimination within the screening process by carefully considering how you approach your application process. [/caption] Claims of discrimination often arise in relation to the applicant screening process. This can be a tricky area to navigate, and one where even well-intentioned people can find themselves on the wrong end of a discrimination claim.   Here are some tips for conducting applicant screening in a way that complies with fair housing law, and makes all people feel welcome in your community.   Think before you speak. It is natural to make friendly conversation with prospects during the application process. This is fine but think carefully about questions you ask or comments you make.   For example, asking “Where is your accent from?” or saying “You have such an interesting look!” may seem harmless, but could be viewed as discrimination, particularly if you end up rejecting the applicant for some reason.   Know and comply with your state laws and company policies. Applicant screening is an area in which it is particularly important to know and follow your state and local laws. Take the time to educate yourself. “I didn’t know” will not be an acceptable defense should you face a discrimination claim.   Your company should have clear policies and procedures for determining which applicants are accepted to live in your community. Follow these policies and procedures at all times, and apply them uniformly to all applicants.   Make sure all applicants understand selection criteria and related policies and procedures. This will help them see that you don’t choose residents arbitrarily; rather you have a standard process that you follow for all applicants.   [caption id="attachment_2240" align="alignleft" width="300"] A government-issued photo ID is more inclusive[/caption] Ask for a “government-issued photo ID” rather than a driver’s license specifically. Consult your company’s policies to determine which forms of photo identification are acceptable to verify identity during the application process. However, be mindful that it is better to ask for a “government-issued photo identification” rather than to ask specifically for a driver’s license. Not everyone has a driver’s license, and asking for one could be viewed as discriminatory.   Be consistent in all interactions. Most importantly, be consistent in all of your interactions with applicants, and follow your company’s policies and procedures in the same way for all applicants.   If you make an exception to any policy or procedure, make sure you provide the same information and options to all applicants who are in the same situation.   Making a habit of treating applicants fairly and equally reduces your risk of discrimination claims and creates a welcoming atmosphere for all people who meet your qualifications and wish to live in your community.   Important notes: - Published on: 2018-06-19 01:56:28 - Category: Posts - [Weekly Training Tip: Avoiding Applicant Screening Pitfalls](https://gracehill.com/blog/avoiding-applicant-screening-pitfalls/): Grace Hill Training Tip of the Week Avoiding Applicant Screening Pitfalls [caption id="attachment_2239" align="alignright" width="300"] Avoid discrimination within the screening process by carefully considering how you approach your application process. [/caption] Claims of discrimination often arise in relation to the applicant… ------------------------- # Weekly Training Tip: Dealing with Marijuana in the Workplace > Grace Hill Training Tip of the Week   Dealing with Marijuana in the Workplace   Marijuana possession is illegal under federal law. Pursuant to the Controlled Substances Act, it is classified as a Schedule I substance, which is defined as… Full Content: Grace Hill Training Tip of the Week   Dealing with Marijuana in the Workplace   Marijuana possession is illegal under federal law. Pursuant to the Controlled Substances Act, it is classified as a Schedule I substance, which is defined as drugs with no currently accepted medical use and a high potential for abuse. According to the Office of National Drug Control Policy, marijuana is the most commonly used illicit drug in the United States.   However, thirty (30) states plus the District of Columbia have legalized marijuana either for recreational or medicinal uses. This conflict between federal and state law may create confusion in the workplace.   [caption id="attachment_2218" align="alignleft" width="300"] Employers may maintain a drug and alcohol-free workplace and prohibit the use of marijuana by employees and prospective employees.[/caption] It is important to know that no state law requires employers to tolerate on-the-job marijuana use. Employers can legally maintain a drug and alcohol-free workplace and implement policies prohibiting the use of marijuana by employees and prospective employees.   One thing to keep in mind is that the passage of new laws in some states means that it is much easier for people to buy marijuana and in many different forms. Instead of smoking, some people are using oils and creams as well as eating marijuana-laced products such as candies and brownies (known as edibles).     This can cause problems as it can be difficult to know if someone is eating a regular brownie or a marijuana-laced brownie. And you may need to be more aware of changes in behavior and performance, which could be indicators of marijuana use.   Like other drugs, marijuana affects different people in different ways. This can depend on size, weight, and personality, as well as the amount consumed and their environment.   Behaviors to look out for in co-workers include: Short-term memory problems Loss of concentration Decreases in reaction time and alertness Difficulty learning new skills   So, what does this mean for you? Here are some tips:   [caption id="attachment_2219" align="alignright" width="300"] Review, maintain and enforce consistent and clear drug and alcohol-free workplace policies.[/caption] If you think a co-worker’s behavior might be an indication of substance abuse, follow your company’s policies and procedures for addressing the situation. It’s important to remember, however, that not all performance problems in the workplace are a result of substance abuse. There could be other causes for changes in behavior. Try not to jump to conclusions. If you believe you have a substance abuse problem, talk to your supervisor, and seek counseling and rehabilitation if necessary. Pay particular attention to your company’s policies on drug testing. In most states, employers can still choose to test employees for marijuana use, even if the use occurred legally outside of the workplace. It remains an employer's right to enforce a drug-free workplace.   Most people want to feel healthy, safe, and productive at work. Knowing your role in reducing substance abuse can improve the health and well-being of everyone in your workplace.   Important notes: - Published on: 2018-06-05 20:45:57 - Category: Posts - [Weekly Training Tip: Dealing with Marijuana in the Workplace](https://gracehill.com/blog/marijuana-use-in-the-workplace/): Grace Hill Training Tip of the Week   Dealing with Marijuana in the Workplace   Marijuana possession is illegal under federal law. Pursuant to the Controlled Substances Act, it is classified as a Schedule I substance, which is defined as… ------------------------- # Weekly Training Tip: Drug-Free Workplace Policies and Marijuana > Grace Hill Training Tip of the Week   Drug-Free Workplace Policies and Marijuana   Under many state laws, marijuana is legal for either recreational or medical use. Under federal law, however, it’s illegal. This conflict between federal and state law… Full Content: Grace Hill Training Tip of the Week   Drug-Free Workplace Policies and Marijuana   Under many state laws, marijuana is legal for either recreational or medical use. Under federal law, however, it’s illegal. This conflict between federal and state law can create confusion as to what is or isn’t allowed, especially in the workplace.   [caption id="attachment_2203" align="alignright" width="300"] You can maintain a drug-free workplace, including prohibiting marijuana use.[/caption] It is important to know that no state law requires employers to tolerate on-the-job marijuana use. Employers can legally maintain a drug and alcohol-free workplace and implement policies prohibiting the use of marijuana by employees and prospective employees. Additionally, if employers are receiving federal funding, they are obligated to comply with all federal laws, including those that prohibit the possession and use of marijuana.   What about medical marijuana users? While some states have special laws for registered medical marijuana users, this does not mean that employers must allow on-the-job use, even if a worker is using marijuana for medical reasons. In medical-use cases, reasonable accommodations may include additional time off or a leave of absence while the employee is using the drug.   Given the confusion that the conflict between federal and state law creates, it may be necessary to make changes to policies and procedures to be more explicit about marijuana use. Here are some tips.   Work closely with your human resources and legal departments to review and revise your employee handbook to confirm your drug-free workplace policies align with company objectives and that your policy does not vaguely refer to legal or illegal drugs.   Policies that refer to “legal” or “illegal” drugs may create gray areas because marijuana is both legal and illegal depending on which laws you are considering. Consider adding language to your policies that specifically refers to marijuana.   Also, consider adding language to company policies that clearly state that employees can't be drunk or high at work.   Be particularly careful with medical marijuana users. They could be using for an illness or ailment considered a disability under the Americans with Disabilities Act or state disabilities laws. The law in this area is rapidly evolving and additional legal protections may be coming in the near future.   As the world changes, so must drug and alcohol use policies change with them. However, it remains an employers’ right to enforce a drug-free workplace.   Important notes: - Published on: 2018-05-30 13:55:02 - Category: Posts - [Weekly Training Tip: Drug-Free Workplace Policies and Marijuana](https://gracehill.com/blog/drug-free-workplace-policies-and-marijuana/): Grace Hill Training Tip of the Week   Drug-Free Workplace Policies and Marijuana   Under many state laws, marijuana is legal for either recreational or medical use. Under federal law, however, it’s illegal. This conflict between federal and state law… ------------------------- # Weekly Training Tip: Review Your Screening Policies > Grace Hill Training Tip of the Week Review Your Screening Policies Regularly   The National Fair Housing Alliance’s recent publication, Making Every Neighborhood a Place of Opportunity: 2018 Fair Housing Trends Report  is full of useful information about the state of fair… Full Content: Grace Hill Training Tip of the Week Review Your Screening Policies Regularly   The National Fair Housing Alliance’s recent publication, Making Every Neighborhood a Place of Opportunity: 2018 Fair Housing Trends Report  is full of useful information about the state of fair housing in our nation, 50 years after the passage of the Fair Housing Act.   [caption id="attachment_2168" align="alignright" width="300"] Review your screening policies to avoid a discriminatory effect.[/caption] One of the things the report highlights is HUD’s guidance on the use of criminal history by housing providers:   “In 2015, HUD’s Office of Public and Indian Housing issued a notice that prohibits Public Housing Authorities and owners of federally-assisted housing from applying blanket exclusions of applicants with an arrest record in their housing decision.  In 2016, HUD’s Office of General Counsel issued guidance on how the Fair Housing Act applies to the use of criminal history by housing providers and, specifically, how the discriminatory effects and disparate treatment methods of proof apply to fair housing cases in situations when a housing provider justifies an adverse housing decision based on someone’s criminal record. In issuing this important policy guidance, HUD has helped provide housing stability for people with criminal records, a critical step toward the successful reintegration of people with criminal records into society.”   Here are a few practical tips to ensure your screening policies are in line with HUD guidance: [caption id="attachment_2171" align="alignleft" width="300"] Keep these tips in mind at all times[/caption] Everyone involved in the leasing process should be trained in screening policies. Everyone should consistently follow these policies, rather than make decisions based on assumptions or gut feelings.   Do not deny an application based solely on an arrest record. An arrest is not the same as a conviction.   Do not automatically exclude applicants just because they have a criminal history.   Consider criminal history only after the applicant’s other qualifications are verified.   If you do need to consider criminal history, conduct an individualized assessment that looks at things like: The nature and severity of the crime The time since the arrest or conviction The applicant’s recent rental history The applicant’s rehabilitation efforts   When consistently applied, policies that follow these guidelines are less likely to have a discriminatory effect.  Take time to review your applicant screening policies and procedures, particularly those relating to background checks, with your supervisor and legal counsel today.   Important notes: - Published on: 2018-05-24 13:06:45 - Category: Posts - [Weekly Training Tip: Review Your Screening Policies](https://gracehill.com/blog/review-your-screening-policies/): Grace Hill Training Tip of the Week Review Your Screening Policies Regularly   The National Fair Housing Alliance’s recent publication, Making Every Neighborhood a Place of Opportunity: 2018 Fair Housing Trends Report  is full of useful information about the state of fair… ------------------------- # Weekly Training Tip: Stick to the Facts > Grace Hill Training Tip of the Week Stick to the Facts [caption id="attachment_2059" align="alignright" width="300"] When dealing with accusations of discrimination, documentation is key.[/caption] Documentation is extremely important when dealing with accusations of discrimination. Should you or your community ever… Full Content: Grace Hill Training Tip of the Week Stick to the Facts [caption id="attachment_2059" align="alignright" width="300"] When dealing with accusations of discrimination, documentation is key.[/caption] Documentation is extremely important when dealing with accusations of discrimination. Should you or your community ever be accused of discrimination, you must be able to defend your decisions, policies, and practices, as well as demonstrate that all persons were treated equally regardless of membership in one of the protected classes. Accordingly, your documentation should offer a full accounting of facts, including events and actions that were taken, all people involved, and specific dates and times.   As you document, it is important to be mindful of what you write. Even a well-intentioned note you jotted down to jog your memory or that you thought might help you provide more personalized customer service could be problematic. Remember, discrimination doesn’t have to be intentional for it to be illegal.   Here are some things to think about when filling out any type of documentation used at your property: Do not include physical descriptions of customers, such as straight hair, or dark skin. Do not include references to things that may be related to national origins, such as strong accent. Do not include references to things that may be related to a resident’s disability, such as uses a wheelchair or doesn’t hear very well. Do not include descriptions of family, such as small children, or twin daughters, or new baby.   If you find yourself writing something that would identify your customer as a member of a protected class, think again. The seven classes currently protected by the federal Fair Housing Act are race, color, national origin, race, religion, sex, disability status, and familial status.   Some states, cities, and municipalities have expanded fair housing protection to include additional protected classes such as sexual orientation, ancestry, marital status, age, source of income, or military status. While it’s important to know if there are additional protected classes in your area, it should not change your policies and practices. All persons should be treated fairly and equally.   A good rule of thumb for documentation is “just the facts.” Avoid documenting any opinion or observation that is not a fact of the situation at hand. Omit unnecessary references and notes, and just stick to the facts.   Important notes: - Published on: 2018-05-04 19:30:32 - Category: Posts - [Weekly Training Tip: Stick to the Facts](https://gracehill.com/blog/stick-to-the-facts/): Grace Hill Training Tip of the Week Stick to the Facts [caption id="attachment_2059" align="alignright" width="300"] When dealing with accusations of discrimination, documentation is key.[/caption] Documentation is extremely important when dealing with accusations of discrimination. Should you or your community ever… ------------------------- # Weekly Training Tip: Implementing Smoke-Free Policies > Grace Hill Training Tip of the Week   Looking for Guidance on Implementing Smoke-Free Policies?   [caption id="attachment_2012" align="alignright" width="300"] All Public Housing Agencies (PHAs) administering low-income, conventional public housing must have a smoke-free policy in place by July 31,… Full Content: Grace Hill Training Tip of the Week   Looking for Guidance on Implementing Smoke-Free Policies?   [caption id="attachment_2012" align="alignright" width="300"] All Public Housing Agencies (PHAs) administering low-income, conventional public housing must have a smoke-free policy in place by July 31, 2018. [/caption] In December of 2016, HUD published a final rule requiring Public Housing Agencies (PHAs) administering low-income, conventional public housing to implement smoke-free policies. The rule went into effect in February of 2017, but there is an 18-month implementation period, meaning that all PHAs must have a smoke-free policy in place by July 31, 2018. This rule applies to all public housing except dwelling units in mixed-finance buildings.   The rule says that each PHA must implement a smoke-free policy banning the use of prohibited tobacco products in all living units, indoor common areas, PHA administrative office buildings, and outdoor areas within 25 feet of any building on public housing grounds.   Note that the rule does not prohibit residents of PHAs from smoking. In fact, PHAs can establish outdoor designated smoking areas beyond the required 25 feet perimeter to accommodate residents who smoke. PHAs may also establish additional smoke-free locations, or they can even make their entire grounds smoke-free.   While this rule applies to public housing (except dwelling units in mixed-finance buildings), the materials that HUD has assembled to help PHAs comply with this rule may be very helpful to any community that is thinking about, or in some stage of implementing, a smoke-free policy.   More and more rental properties across the country are adopting smoke-free policies with the goal of improving air quality, reducing the fire risk, and lowering maintenance costs. If you are one of those properties, here are some great resources HUD has put together to help PHAs implement smoke-free policies that may also be helpful to you.   Implementing HUD’s Smoke-Free Policy in Public Housing includes strategies for communicating with residents, examples of smoke-free policies and enforcement plans, tips for training staff, helpful information for launching a smoke-free policy, and guidance on responding to requests for accommodation.   Smoke-Free Housing: A Toolkit for Owners/Management Agents of Federally Assisted Public and Multi-family Housing provides fact sheets, brochures, and other resources to help guide PHAs and multifamily owners and property managers through the process of implementing smoke-free policies.   Change is in the Air: An Action Guide for Establishing Smoke-Free Public Housing and Multifamily Properties among other things addresses how PHAs have approached smoke-free policies for residents with disabilities.   There is more available on the Healthy Homes section of HUD’s website. Take some time to look around – you might find just what you are looking for! Important notes: - Published on: 2018-04-18 14:12:58 - Category: Posts - [Weekly Training Tip: Implementing Smoke-Free Policies](https://gracehill.com/blog/implementing-smoke-free-policies/): Grace Hill Training Tip of the Week   Looking for Guidance on Implementing Smoke-Free Policies?   [caption id="attachment_2012" align="alignright" width="300"] All Public Housing Agencies (PHAs) administering low-income, conventional public housing must have a smoke-free policy in place by July 31,… ------------------------- # Weekly Training Tip: Assistance Animal Verifications > Grace Hill Training Tip of the Week Handling Suspicious Assistance Animal Verifications   [caption id="attachment_1986" align="alignright" width="300"] If you suspect that documentation is suspicious, you may ask for more information.[/caption] Recently, you may have noticed documentation coming from websites that… Full Content: Grace Hill Training Tip of the Week Handling Suspicious Assistance Animal Verifications   [caption id="attachment_1986" align="alignright" width="300"] If you suspect that documentation is suspicious, you may ask for more information.[/caption] Recently, you may have noticed documentation coming from websites that offer assistance animal “certifications” for a fee, but they appear to provide this documentation without firsthand knowledge of a person’s disability or what assistance or support the animal provides.   Some housing providers don’t raise questions about suspicious documentation because they fear being accused of discrimination.   It is important to know that it is ok to question suspicious documentation and ask for more information. However, you must be very careful about the questions you ask, the statements you make, and the additional documentation that you request. Your words could be used as evidence of disability discrimination. It is advised that you involve legal counsel when following up on suspicious documentation.   In fact, the Virginia Department of Professional and Occupational Regulation (DPOR) Fair Housing Board recently issued informative guidance on this very topic. It is worth a read, even if you don’t have properties in Virginia.   If documentation seems suspicious, it might be helpful to do a quick web search on the organization or individual that issued it. Here are some things that might be red flags.   The site offers “official” certifications, registrations or IDs for service or assistance animals. Currently, there are no legally recognized organizations for registering service or assistance animals. Sites that claim to be certifying bodies or that offer official registrations are misleading because there is no such thing.   The site offers a “training certificate” as proof that the animal is an assistance animal. Under the FHA, there is no requirement that assistance animals be trained.  Documentation only needs to establish that the person has a disability and that the animal provides disability-related assistance or emotional support. An animal’s training is not relevant when evaluating a reasonable accommodations request.   The site issues documentation without interacting with the person making the request. HUD states that you are entitled to documentation from a reliable third party that is in a position to know about the individual’s disability.  If the organization or person who issued the documentation has never talked to or met with the person requesting the accommodation, it is reasonable to ask for supplemental information.   No matter what source the documentation is from, if you are suspicious, do not immediately deny the accommodation request. Instead, start a conversation with the resident to gather more information.   Evaluating a reasonable accommodation request should be an individualized process with an ongoing dialog between you and the resident. Often people file discrimination claims because they don’t feel heard, don’t understand the process, or aren’t kept in the loop. Don’t underestimate the importance of good communication.   Important notes: - Published on: 2018-04-09 15:22:19 - Category: Posts - [Weekly Training Tip: Assistance Animal Verifications](https://gracehill.com/blog/weekly-training-tip-assistance-animal-verifications/): Grace Hill Training Tip of the Week Handling Suspicious Assistance Animal Verifications   [caption id="attachment_1986" align="alignright" width="300"] If you suspect that documentation is suspicious, you may ask for more information.[/caption] Recently, you may have noticed documentation coming from websites that… ------------------------- # Training Tip of the Week: Multiple Assistance Animals? > Grace Hill Training Tip of the Week More Than One Assistance Animal - Is that Allowed?   We’re on a roll with assistance animals!  This topic has generated lots of good feedback, and even more good questions. So, let’s keep… Full Content: Grace Hill Training Tip of the Week More Than One Assistance Animal - Is that Allowed?   We’re on a roll with assistance animals!  This topic has generated lots of good feedback, and even more good questions. So, let’s keep rolling.   By now you’ve probably figured out that complying with assistance animal requests is confusing and difficult. One of the situations that many people find particularly confusing is when there are multiple animals involved. For example, can residents have more than one assistance animal? Can residents have pets and assistance animals? Let’s take a closer look at these important questions.   Can a resident have more than one assistance animal? The Fair Housing Act (FHA) and Section 504 of the Rehabilitation Act of 1973 (Section 504) do not limit the number of assistance animals one person can have.   Consider these scenarios: A person with a visual disability and a seizure disorder may use a guide dog to get around and another animal to be alerted to oncoming seizures A person might need two assistance animals for the same task, such as two dogs for stability when walking If a resident requests multiple animals, you may request documentation to show that each animal provides disability-related assistance or emotional support. Remember that you can only request documentation for the animals where the disability-related need is not obvious or known to you.   What if I have a one-pet policy and a resident with a pet requests an assistance animal, too? If a person with a disability has a pet and makes a reasonable accommodation request to have an assistance animal too, you cannot deny the request just because of your one-pet policy. Remember, assistance animals are not pets.   If the number of animals requested becomes unreasonable or you think it presents an undue hardship to your community, consult with your legal counsel to see if you can legally deny the request.   Remember, evaluating a reasonable accommodation request should be an individualized process with an ongoing dialog between you and the resident. Often people file discrimination claims because they don’t feel heard, don’t understand the process, or aren’t kept in the loop. Don’t underestimate the importance of good communication as you navigate these complicated issues. Important notes: - Published on: 2018-03-28 23:13:05 - Category: Posts - [Training Tip of the Week: Multiple Assistance Animals?](https://gracehill.com/blog/training-tip-of-the-week-assistance-animals-how-many/): Grace Hill Training Tip of the Week More Than One Assistance Animal - Is that Allowed?   We’re on a roll with assistance animals!  This topic has generated lots of good feedback, and even more good questions. So, let’s keep… ------------------------- # Training Tip of the Week: Service, Assistance, and Emotional Support Animals > Grace Hill Weekly Training Tip   Service, Assistance, and Emotional Support Animals – Who’s Confused?   You probably hear the terms service animal, assistance animal, and emotional support animal a lot. But do you really know what these terms mean? If… Full Content: Grace Hill Weekly Training Tip   Service, Assistance, and Emotional Support Animals – Who’s Confused?   You probably hear the terms service animal, assistance animal, and emotional support animal a lot. But do you really know what these terms mean? If not, you are not alone!   There are 3 laws that relate to rental housing and service and assistance animals: the Fair Housing Act (FHA), Section 504 of the Rehabilitation Act of 1973 (Section 504), and the Americans with Disabilities Act (ADA).   The FHA applies to almost all rental housing. Among other things, it prohibits discrimination based on disability and requires housing providers to make reasonable accommodations for people with disabilities, such as making an exception to a no-pet policy or a breed restriction.   Housing that receives federal financial assistance from HUD must also comply with Section 504. Like the FHA, Section 504 prohibits discrimination based on disability and requires housing providers to make reasonable accommodations for people with disabilities.   Whereas the FHA and Section 504 prohibit discrimination in housing, the ADA prohibits discrimination based on disability in all areas of public life, including schools, transportation, and all public and private places that are open to the public.  What does this mean for you in relation to service animals? The ADA requires you to let service dogs accompany their owners in any area of the community that is open to the public, such as the leasing office.   These laws use different terms and definitions, which can be confusing.   [caption id="attachment_1592" align="alignright" width="300"] The ADA uses the term “service animal” and defines it specifically as a dog trained to do work or perform tasks for people with disabilities. [/caption] The FHA and Section 504 use “assistance animal” as a broad term to describe any animal that works, provides assistance, or performs tasks for the benefit of a person with a disability or provides emotional support that alleviates one or more symptoms or effects of a person’s disability. Under the FHA and Section 504, service animals, emotional support animals, and companion animals are all considered assistance animals. An assistance animal may be any type of animal and is not required to have specific training.   The ADA uses the term “service animal” and defines it specifically as a dog that has been individually trained to do work or perform tasks for people with disabilities. Emotional support animals, companion animals and animals other than dogs (and sometimes miniature horses) are not considered service animals under the ADA.   Consider these important takeaways: You cannot deny a reasonable accommodation request because an animal does not meet the ADA definition of a service animal. Under the FHA and Section 504, reasonable accommodations must be granted for assistance animals, which include service animals, emotional support animals and companion animals.   Residents making accommodation requests are not required to use specific terminology. If an animal works, assists, or performs tasks for the benefit of a person with a disability or provides emotional support that alleviates one or more symptoms or effects of a person’s disability, it doesn’t matter what term someone uses, it is an assistance animal under the FHA and Section 504. Important notes: - Published on: 2018-03-21 16:46:51 - Category: Posts - [Training Tip of the Week: Service, Assistance, and Emotional Support Animals](https://gracehill.com/blog/service-assistance-and-emotional-support-animals/): Grace Hill Weekly Training Tip   Service, Assistance, and Emotional Support Animals – Who’s Confused?   You probably hear the terms service animal, assistance animal, and emotional support animal a lot. But do you really know what these terms mean? If… ------------------------- # March Vantage Pro: Unexpected Forms of Familial Discrimination > MARCH VANTAGE PRO: UNEXPECTED FORMS OF FAMILIAL DISCRIMINATION  [caption id="attachment_1569" align="alignright" width="400"] There are multiple ways multifamily property companies could commit familial discrimination. The latest issue of Vantage Pro examines some you might not be aware of.[/caption] You probably know… Full Content: MARCH VANTAGE PRO: UNEXPECTED FORMS OF FAMILIAL DISCRIMINATION  [caption id="attachment_1569" align="alignright" width="400"] There are multiple ways multifamily property companies could commit familial discrimination. The latest issue of Vantage Pro examines some you might not be aware of.[/caption] You probably know by now that it is illegal to refuse to rent to families with children, or even to prohibit children from common areas on your property. But there are still other ways you could be at risk of familial discrimination. The latest issue of Vantage Pro takes a look at some of them.   Is it legal to limit the number of occupants by bedroom? Can you prohibit children at one property if you can place them at another?   This issue of Vantage Pro describes real examples of less common forms of familial discrimination.   Plus: Coverage of a landmark ruling on LGBT protection Legal action involving refusing tenants with criminal records   Each month, Platinum-level Vision clients are informed about the latest cases and legislation affecting the property management industry. They learn what impact those actions are likely to have on the industry and what steps they should take to avoid violations.     Important notes: - Published on: 2018-03-19 19:48:58 - Category: Posts - [March Vantage Pro: Unexpected Forms of Familial Discrimination](https://gracehill.com/blog/march-vantage-pro-unexpected-forms-of-familial-discrimination/): MARCH VANTAGE PRO: UNEXPECTED FORMS OF FAMILIAL DISCRIMINATION  [caption id="attachment_1569" align="alignright" width="400"] There are multiple ways multifamily property companies could commit familial discrimination. The latest issue of Vantage Pro examines some you might not be aware of.[/caption] You probably know… ------------------------- # Training Tip of the Week: Consistency is Key for Fair Housing > Grace Hill Training Tip of the Week When it Comes to Fair Housing, Consistency is Key [caption id="attachment_1338" align="alignright" width="200"] The Fair Housing Act is intended to prevent housing discrimination.[/caption] The Fair Housing Act describes a number of illegal practices… Full Content: Grace Hill Training Tip of the Week When it Comes to Fair Housing, Consistency is Key [caption id="attachment_1338" align="alignright" width="200"] The Fair Housing Act is intended to prevent housing discrimination.[/caption] The Fair Housing Act describes a number of illegal practices relating to housing discrimination. One of these is discrimination in terms, conditions, or privileges. Discrimination is when a person, or a group, is treated unfairly or differently than others for a reason related to their membership in a certain category or group. In other words, if someone is treated in a different way than someone else because of the color of their skin, their age, their nationality, their ability to speak English (to name just a few) they are being discriminated against. A person does not need to be harmed to have been discriminated against—just treated differently.   Setting different terms, conditions, or privileges for buying or renting housing is a little less direct than other illegal practices, such as an outright refusal to rent or sell to an individual. But it is just as illegal. Requiring higher security deposits from families with children and demanding higher application fees from minorities are examples of discrimination in terms, conditions, or privileges. These practices violate fair housing laws.   To avoid discrimination in terms, conditions or privileges, treat all prospects and residents fairly and consistently.   For example, if you are part of the leasing team: If you require a photo ID from prospects to tour your community, be sure to get one from every prospect. No matter how non-threatening someone appears, it is important to require the same thing from all prospects. If a prospect’s rental application is denied, follow-up with them both verbally and in writing. Follow this exact procedure for every application that is denied. If you have a prospect who does not meet your income requirements but you let her sign a lease by pre-paying six months’ rent, you should offer this option to other prospects in a similar situation.   For example, if you are part of the maintenance team: If you charge one resident for a lock change, you should charge all residents the same amount for the same service. Respond to service requests in the order in which they were received. Faster response to emergencies is expected, but be sure to clearly define and document what constitutes an emergency service request. Document all correspondence with residents in your records.   If you make an exception to any policy or procedure, make sure you provide the same information and options to all prospects and residents who are in the same situation.   Being consistent in how you apply policies and procedures will help you make a habit of treating all current and future residents fairly and equally. This will help you comply with the FHA, but just as importantly, it will create a more welcoming atmosphere for all people who meet your qualifications and wish to live in your community. Important notes: - Published on: 2018-03-13 15:10:07 - Category: Posts - [Training Tip of the Week: Consistency is Key for Fair Housing](https://gracehill.com/blog/consistency-is-key-for-fair-housing/): Grace Hill Training Tip of the Week When it Comes to Fair Housing, Consistency is Key [caption id="attachment_1338" align="alignright" width="200"] The Fair Housing Act is intended to prevent housing discrimination.[/caption] The Fair Housing Act describes a number of illegal practices… ------------------------- # Training Tip of the Week: Discriminatory No-Pet Policies > Grace Hill Training Tip of the Week No-Pet Policies Can Be Discriminatory According to The Case for Fair Housing: 2017 Fair Housing Trends Report by the National Fair Housing Alliance, of all reported complaints of housing discrimination in 2016, nearly… Full Content: Grace Hill Training Tip of the Week No-Pet Policies Can Be Discriminatory According to The Case for Fair Housing: 2017 Fair Housing Trends Report by the National Fair Housing Alliance, of all reported complaints of housing discrimination in 2016, nearly 55% involved discrimination against people with disabilities. That’s a staggering statistic.   To ensure full compliance with the Fair Housing Amendments Act, housing providers must make reasonable accommodations to meet the needs of people with disabilities in securing and using housing. An accommodation is a change in any rule, policy, procedure, or service if the changes are needed for a person with a disability to have equal opportunity to occupy and enjoy full use of their housing.   One of the most common accommodation requests people with disabilities make is to have an animal that would otherwise be restricted by a community’s rules. Unless a no-pet policy specifies an exception for assistance animals, it may be considered discriminatory to residents with disabilities who might require an animal for assistance. Consider this case: The owner of several apartment complexes and rental homes in San Jose sent a letter to residents stating that he did “not like to deal with pets of any kind” and that residents could not “introduce any new pet or replacement pet.”   In a civil complaint, The California Department of Fair Employment and Housing (DFEH) accused the property owner of discriminating against residents with disabilities. The property owner settled with DFEH for $100,000. As part of the settlement, the owner will undergo in-person training annually for three years and must develop a new reasonable accommodation policy. Interestingly, the owner must also provide semi-annual reports to DFEH about the number of requests for accommodation and the nature and outcome of those requests. Read more about the case here.   [caption id="attachment_1560" align="alignleft" width="150"] Make sure that your no-pet policy makes a specific exception for assistance animals.[/caption] What can you do to avoid finding yourself in a similar situation?   Ensure that any prohibition against pets, whether verbal or in writing, makes a specific exception for assistance animals as reasonable accommodations for residents with disabilities. Remember that assistance animals are not pets. Rather, they provide an important service to people with disabilities, and you must handle these accommodation requests in compliance with the law. Important notes: - Published on: 2018-03-12 15:17:33 - Category: Posts - [Training Tip of the Week: Discriminatory No-Pet Policies](https://gracehill.com/blog/discriminatory-no-pet-policies/): Grace Hill Training Tip of the Week No-Pet Policies Can Be Discriminatory According to The Case for Fair Housing: 2017 Fair Housing Trends Report by the National Fair Housing Alliance, of all reported complaints of housing discrimination in 2016, nearly… ------------------------- # Training Tip of the Week: Discrimination Against Someone You’ve Never Talked To > Grace Hill Training Tip of the Week Can you Discriminate Against Someone You’ve Never Talked to?   When you think about upholding fair housing laws, you probably think about treating people fairly and equally when they come in for a… Full Content: Grace Hill Training Tip of the Week Can you Discriminate Against Someone You’ve Never Talked to?   When you think about upholding fair housing laws, you probably think about treating people fairly and equally when they come in for a tour or as you interact with them as residents of your community. But could you end up on the wrong side of a fair housing claim without ever interacting with a person? That may seem unlikely, but let’s explore!   [caption id="attachment_1504" align="alignright" width="300"] If an employee fails to respond to an email due to an assumption about the sender's race, that behavior could be considered discrimination.[/caption] Consider these examples:   A maintenance technician skips over a service ticket for a devout Christian family with a reputation for talking openly about their religion because he anticipates feeling uncomfortable. The maintenance technician’s behavior could be considered discrimination based on religion, even though the maintenance technician never directly interacted with the resident.   A leasing agent gets an email from a prospective resident with a name that she assumes is Asian. The agent does not respond to the email because the community’s residents are mostly African American and she feels the prospective resident probably wouldn’t fit in. This behavior could be considered discrimination based on race, even though the leasing agent never directly interacted with the prospective resident.   [caption id="attachment_1507" align="alignleft" width="300"]  Consistency and training are key to ensuring that your teams are upholding fair housing laws and treating people in a non-discriminatory manner. [/caption] Fair housing laws protect people from discrimination throughout all stages of your interactions, not just after they become residents of your community. From the first contact, whether by phone call, email, text, or in-person, you are responsible for upholding fair housing laws and treating all people in a non-discriminatory manner. In fact, it is possible for you to discriminate against someone without ever having direct contact with that person.   How can you guard against this happening in your community? Consistency and training are good places to start.   Consistency is key in dealing with fair housing issues. It is best to behave consistently with everyone you assist, and everyone who is seeking assistance from you even if you haven’t interacted with them yet – phone messages, emails, web inquiries, and service requests. If you make an exception to any policy or procedure, make sure you provide the same information and options to all prospects and residents who are in the same situation.   All staff members who interact with residents and prospective residents, or who handle requests or inquiries of any kind, should be trained on fair housing laws. It is recommended that newly hired staff receive fair housing training before they work with customers. Vendors and contractors who could possibly interact with your residents should be informed of your company’s fair housing policy and asked to abide by fair housing laws. All personnel should refresh their fair housing knowledge at least annually.   It never hurts to run through scenarios with your employees, including those like the ones above, to ensure that they understand that it is important to think about upholding fair housing laws at all times, not just when they are face-to-face or otherwise directly interacting with prospective or current residents. Important notes: - Published on: 2018-02-28 23:22:23 - Category: Posts - [Training Tip of the Week: Discrimination Against Someone You’ve Never Talked To](https://gracehill.com/blog/discriminate-against-someone-youve-never-talked-to/): Grace Hill Training Tip of the Week Can you Discriminate Against Someone You’ve Never Talked to?   When you think about upholding fair housing laws, you probably think about treating people fairly and equally when they come in for a… ------------------------- # Training Tip of the Week: Local Nuisance Ordinances > Grace Hill Training Tip of the Week Fair Housing and Local Nuisance Ordinances Nuisance ordinances aim to keep communities crimefree, increase property values, and encourage economic development. However, many nuisance ordinances include domestic violence incidents in the definition of a… Full Content: Grace Hill Training Tip of the Week Fair Housing and Local Nuisance Ordinances Nuisance ordinances aim to keep communities crimefree, increase property values, and encourage economic development. However, many nuisance ordinances include domestic violence incidents in the definition of a “nuisance.” This can have an adverse impact on victims of domestic violence.   [caption id="attachment_1497" align="alignleft" width="253"] Assess your nuisance policies and procedures to ensure they do not unfairly discriminate against women, who are more likely to be victims of domestic abuse and are a protected class.[/caption] For example, according to some nuisance ordinances, victims of domestic violence who call law enforcement a certain number of times may be subject to eviction. As a result, victims are less likely to report crimes and may continue to suffer abuse. Because domestic violence victims are overwhelmingly female, such laws cause a disparate impact based on gender, which is a protected class under the Fair Housing Act (FHA).   In September 2016, HUD issued guidance addressing the impact of nuisance ordinances on victims of domestic violence. HUD’s guidance primarily focuses on the sources of nuisance ordinances – local governments. However, HUD has taken the position that a multifamily housing provider may violate the FHA by selectively or generally applying nuisance ordinances in ways that discriminate against residents of a protected class.   What does this mean for multifamily housing providers? Although the law in this area is actively developing from state to state, the key takeaway point is that multifamily housing providers often may be caught in a “Catch-22,” balancing their compliance with local nuisance ordinances against compliance with the FHA.   Multifamily housing providers should assess their policies and procedures for dealing with nuisances and evaluate whether they are compliant with the FHA.  Second, they should take care to consistently, and not selectively, apply nuisance ordinances to all residents.   It is important to note that even if multifamily housing providers consistently apply local nuisance ordinances to their residents, it is not an absolute defense to an FHA violation claim. HUD still could hold the provider liable for an FHA violation if the local nuisance ordinance itself violates the FHA. In practice, however, HUD typically pursues action against the local government that enacted the ordinance, demanding that the local government amend, repeal or otherwise correct the ordinance to comply with the FHA.   While it is not your job to create or repeal nuisance ordinances, it is your job to know the rules and know how they relate to the FHA. If you find yourself unsure about how to behave in a certain situation, make sure you are not in violation of the FHA and consult your legal counsel for advice. Important notes: - Published on: 2018-02-26 21:17:28 - Category: Posts - [Training Tip of the Week: Local Nuisance Ordinances](https://gracehill.com/blog/local-nuisance-ordinances/): Grace Hill Training Tip of the Week Fair Housing and Local Nuisance Ordinances Nuisance ordinances aim to keep communities crimefree, increase property values, and encourage economic development. However, many nuisance ordinances include domestic violence incidents in the definition of a… ------------------------- # Industry Opportunities: Smarter, More Targeted Training > Industry Opportunities: Smarter, More Targeted Training   Our recent Multifamily Training Benchmark Report identified multiple opportunities for improving training and becoming more competitive overall. Most of these opportunities come down to a need for smarter, more targeted training. While training… Full Content: Industry Opportunities: Smarter, More Targeted Training   Our recent Multifamily Training Benchmark Report identified multiple opportunities for improving training and becoming more competitive overall. Most of these opportunities come down to a need for smarter, more targeted training. While training is up in many areas, there are distinct deficiencies: training for trainers themselves and maintenance personnel and more compliance training. Tracking and connecting performance, training and turnover will make it easier for property companies to identify these deficiencies and adjust course. INCORPORATE MORE TRAIN-THE-TRAINER OPPORTUNITIES Trainers are responsible for getting results—decreased turnover, decreased risk, increased customer retention and satisfaction. To get the best results, they need training. Currently, however, only 24% of companies offer any kind of training specifically designed for trainers. Trainers need opportunities to learn effective techniques for improving employee performance, not to mention mastering the subject matter they’re responsible for training employees on. IMPROVE TURNOVER RATES Turnover rates are up for most roles this year, especially maintenance personnel. And while you may think you’re already doing everything you can to improve turnover, our report revealed the importance of thorough and frequent training in reducing turnover. Maintenance was the only role for which monthly training hours went down, not up—a very likely cause for its jump in turnover. IMPLEMENT MYSTERY SHOPPING Mystery shopping is the most accurate way to evaluate how your employees are performing and how well your training is working; yet only 55% of companies currently use it. Mystery shopping actually saves money in the long run by helping target personnel coverage and training efforts. And it’s more effective than advertising at securing repeat customers. DECREASE COMPLIANCE COSTS Any amount spent on compliance violations is too much, which means most companies have room to improve. But mid-size companies, with an average compliance cost of almost double that reported by large companies, have a particular opportunity in this area. The best way to cut compliance costs is through frequent training that is kept current with changes in the law. LINK PERFORMANCE TO TRAINING Half of companies don’t currently link employee performance to training, which means they are missing opportunities to personalize training and measure performance gains. Companies should leverage their LMS to facilitate performance management and better demonstrate the impact of training. The Multifamily Benchmark Report also shows that technology use like custom content and integration is up, which is a great sign for the future. Tying employee performance data to training is the next technological step property companies should take to ensure training is applied where it is most needed and no objectives get left behind.   Important notes: - Published on: 2018-02-23 01:11:13 - Category: Posts - [Industry Opportunities: Smarter, More Targeted Training](https://gracehill.com/blog/industry-opportunities-smarter-more-targeted-training/): Industry Opportunities: Smarter, More Targeted Training   Our recent Multifamily Training Benchmark Report identified multiple opportunities for improving training and becoming more competitive overall. Most of these opportunities come down to a need for smarter, more targeted training. While training… ------------------------- # Ensure Adverse Actions Against Tenants Aren’t Discrimination > Ensure Adverse Actions Against Tenants Aren't Discrimination [caption id="attachment_1483" align="alignright" width="400"] Making sure adverse actions like rent increases are applied equally and are consistent with the surrounding market can decrease risk.[/caption] Owners of a Minneapolis apartment complex must pay $650K… Full Content: Ensure Adverse Actions Against Tenants Aren't Discrimination [caption id="attachment_1483" align="alignright" width="400"] Making sure adverse actions like rent increases are applied equally and are consistent with the surrounding market can decrease risk.[/caption] Owners of a Minneapolis apartment complex must pay $650K for discriminatory actions that displaced minority tenants.   When adverse actions like penalty fees, rent increases, stricter criminal restrictions, or evictions are found to be discriminatory, the price to property owners and managers can be high. While adverse actions can’t be avoided entirely, taking the following precautions can greatly reduce risk.   Stick with the market Make sure that rental rates and increases are in line with comparable area properties. In a recent Illinois lawsuit claiming that a rent increase was discriminatory, a panel found no probable cause, noting the increase was due to market demand. Property owners have a right to seek fair market value for the property. If a rent increase is justified by market demands for similarly situated units, this can be a defense against discrimination claims.   Be cautious about upgrades In addition to basing rental rates and increases on comparable area properties, you should be careful about making upgrades that will require a substantial increase in rent. When the owners of a Minneapolis apartment complex renovated to attract a more upscale clientele, displaced tenants successfully claimed the resulting rent increases and other policy changes constituted discrimination. The owners must pay $650K in fees and tenant damages, in addition to revising their Fair Housing training.   It’s one thing when rent increases with natural market shifts. But when you are the cause of a rent increase that could displace tenants, as in the case above, you risk being found guilty of discrimination. This is especially true when the rent increase is one of multiple actions that have a discriminatory effect on a protected class.   Apply adverse actions equally The most important way you can avoid discrimination claims when it comes to adverse actions is to make sure that every tenant is treated equally. Rental rates and increases should be consistent among all comparable units. Penalties should be charged against every person who violates the applicable rule, or not at all. Evictions should be carried out in every case that dictates one, never selectively.   Read more about the latest cases affecting housing law in Vantage Pro, our monthly compliance reporting for Platinum Vision clients.     Important notes: - Published on: 2018-02-20 23:24:26 - Category: Posts - [Ensure Adverse Actions Against Tenants Aren’t Discrimination](https://gracehill.com/blog/ensure-adverse-actions-against-tenants-arent-discrimination/): Ensure Adverse Actions Against Tenants Aren't Discrimination [caption id="attachment_1483" align="alignright" width="400"] Making sure adverse actions like rent increases are applied equally and are consistent with the surrounding market can decrease risk.[/caption] Owners of a Minneapolis apartment complex must pay $650K… ------------------------- # Training Tip of the Week: Effective Documentation > Grace Hill Training Tip of the Week Effective Documentation   In January, the U.S. Department of Housing and Urban Development (HUD) announced it is awarding $37 million in assistance to more than 150 national and local organizations working to confront… Full Content: Grace Hill Training Tip of the Week Effective Documentation   In January, the U.S. Department of Housing and Urban Development (HUD) announced it is awarding $37 million in assistance to more than 150 national and local organizations working to confront Fair Housing Act violations. Enforcement will come through testing, filing fair housing complaints, and investigations.   [caption id="attachment_1480" align="alignleft" width="280"] In order to successfully defend your decisions, policies, and practices, as well as demonstrate that all persons were treated the same, your documentation must be complete and contain relevant facts.[/caption] This seems like a good time to talk about documentation. Documentation is extremely important if you find yourself dealing with an accusation of discrimination. You must be able to defend your decisions, policies, and practices, as well as demonstrate that all persons were treated the same, regardless of membership in one of the protected classes. Accordingly, your documentation should offer a full accounting of facts. Describe all events and actions taken, all people involved, and provide specific dates and times.   Your documentation will not be effective if you do not keep the supporting paperwork: copies of service requests, guest cards, and availability reports. These records will be used to verify the dates and times of customer requests, availability changes, and rental rate changes.           [caption id="attachment_1479" align="alignright" width="300"] When it comes to documentation, keep your records complete, organized, and on file for 3-5 years.[/caption] Some additional tips for good record keeping strategies include: Use guest cards for consistent documentation on all prospective residents who call or visit. Document all follow-up activity on the guest card. Follow up both verbally and in writing with anyone whose rental application is declined. Keep an organized file of your apartment availability reports. Document the dates and times of any rental rate changes. Keep all service requests on file. Be sure the work done, time completed, and technician’s name are noted on the request. Keep important documentation, including guest cards, declined applications, availability reports, dates and times of rental rate changes, and all service requests on file for at least 3 years, though preferably for 5 years.   Why keep records for 3-5 years? It is becoming more common for unsuccessful HUD complaints to be filed as lawsuits. In this case, the complainant has two years from the time the discriminatory housing practice ended or occurred to file a lawsuit. However, the two years does not include any time in which administrative proceedings from the original HUD complaint were pending. Also, if a conciliation agreement was reached between the two parties in a HUD discrimination claim, and the accused party violates the agreement, the complainant has two years from the time the agreement is violated to file a lawsuit. So, long story short, proceedings related to a complaint could go on for a very long time!   HUD’s recent announcement reminds us that private organizations play a key role in enforcing fair housing laws, and that they are being provided with ammunition from the government to step up enforcement. Of course, it is best to do all you can to prevent claims in the first place.  But if it happens, good documentation can help make the process go as smoothly as possible.   Important notes: - Published on: 2018-02-16 17:09:03 - Category: Posts - [Training Tip of the Week: Effective Documentation](https://gracehill.com/blog/effective-documentation/): Grace Hill Training Tip of the Week Effective Documentation   In January, the U.S. Department of Housing and Urban Development (HUD) announced it is awarding $37 million in assistance to more than 150 national and local organizations working to confront… ------------------------- # Industry Trends: Rising Demands & Expectations > Industry Trends: Rising Demands & Expectations [caption id="attachment_1472" align="alignright" width="400"] The 2018 Multifamily Training Benchmark Report shows compliance risk, turnover and technology use are all on the rise.[/caption] Our recent Benchmark Training Survey uncovered a number of trends affecting the… Full Content: Industry Trends: Rising Demands & Expectations [caption id="attachment_1472" align="alignright" width="400"] The 2018 Multifamily Training Benchmark Report shows compliance risk, turnover and technology use are all on the rise.[/caption] Our recent Benchmark Training Survey uncovered a number of trends affecting the multifamily industry right now. Most are a result of limited time, rising demands and expanding technology.   EASE AND SPEED OF TRAINING PROGRAM IMPLEMENTATION ARE MORE IMPORTANT THAN EVER This year’s number one reported training goal is an easy, streamlined and quickly implemented training program. While this goal was important in last year’s survey as well, it was priority number three, behind giving employees the skills to thrive and promoting a training culture. This suggests trainers are now feeling more pressure to get employees onboarded and engaged as quickly as possible.   TURNOVER IS UP FOR MOST PROPERTY ROLES Property managers, leasing professionals and maintenance technicians all saw increases in turnover for this report. The increase was minimal for property managers and leasing professionals but fairly substantial for maintenance technicians (20%, up from last year’s 17%).   INCREASING FOCUS ON CAREER PATHS Career paths has moved ahead of skills training and professional development for the number three best way to improve turnover. It also showed up frequently in participant comments. Property professionals are recognizing the importance of designing, implementing and communicating a process for employees to advance their careers within the company in order to retain employees. This includes providing a training path by role, which they are also increasingly interested in.   MORE USE OF CUSTOM CONTENT 49% of property companies now upload custom content to their LMS—up from 42% last year. This indicates that property professionals are realizing that custom training can offer improved competitiveness, onboarding and compliance. Studies have projected custom training will be one of the main competitive differences among property management company training programs in the future. Advances in technology are also making it faster and easier to incorporate custom training.   HIGHER LMS INTEGRATION 35% of companies now report integrating their LMS with other company systems. This is a big jump from 20% last year. LMS integration is one of the ways companies are increasing their technology use to improve employee management and training. Integration, including data feeds and single-sign-ons, can increase training completion rates and help tie employee performance to training. Join us for a series of webinars covering the results of the survey in more depth:   2018 Grace Hill Benchmark Training Survey: Top Trends & Opportunities    2018 Grace Hill Benchmark Training Survey: Goals, Challenges & Accomplishments   2018 Grace Hill Benchmark Training Survey: Performance Management & Turnover   Important notes: - Published on: 2018-02-14 16:32:28 - Category: Posts - [Industry Trends: Rising Demands & Expectations](https://gracehill.com/blog/industry-trends-rising-demands-expectations/): Industry Trends: Rising Demands & Expectations [caption id="attachment_1472" align="alignright" width="400"] The 2018 Multifamily Training Benchmark Report shows compliance risk, turnover and technology use are all on the rise.[/caption] Our recent Benchmark Training Survey uncovered a number of trends affecting the… ------------------------- # Benchmark Survey Finds CAM Certification Most Recognized Credential > Grace Hill’s 2018 Multifamily Training Benchmark Report has revealed that Certified Apartment Manager (CAM) is the credential most recognized by multifamily property companies. 57% of companies surveyed said their company recognizes CAM certification. In second and third place were: Certified Property Manager (CPM)… Full Content: Grace Hill’s 2018 Multifamily Training Benchmark Report has revealed that Certified Apartment Manager (CAM) is the credential most recognized by multifamily property companies. 57% of companies surveyed said their company recognizes CAM certification. In second and third place were: Certified Property Manager (CPM) – 51% Certified Apartment Leasing Professional (CALP) – 39% Most Companies Will Pay For Credentials The report also shows that most companies (43%) will pay for credentials but do not require them. When it comes to how companies recognize credentials, preference in hiring was the number one choice: Preference in hiring – 54% Promotions – 32% Do not recognize – 32% Raises – 28%   Credentials Recognition Improves Turnover, Risk & Competitive Advantage Additional methods of recognition mentioned included: rewards, recognition in company newsletter and annual awards event, and mention in company announcements. Because credentialed employees tend to stay with the industry longer and perform better, increased credentials recognition represents a future opportunity for companies to improve turnover, risk and competitive advantage. Read more about the CAM certification and how you can become CAM certified. Read more about CALP certification and how you can become CALP certified. Important notes: - Published on: 2018-02-08 21:17:58 - Category: Posts - [Benchmark Survey Finds CAM Certification Most Recognized Credential](https://gracehill.com/blog/benchmark-survey-finds-cam-most-recognized-credential/): Grace Hill’s 2018 Multifamily Training Benchmark Report has revealed that Certified Apartment Manager (CAM) is the credential most recognized by multifamily property companies. 57% of companies surveyed said their company recognizes CAM certification. In second and third place were: Certified Property Manager (CPM)… ------------------------- # 2018 Grace Hill Multifamily Training Benchmark Report > The Results Are In for Grace Hill's 6th Annual Benchmark Survey on the State of the Industry Turnover and compliance risks increase, making faster, more effective onboarding critical [caption id="attachment_1449" align="alignright" width="300"] We surveyed 327 companies throughout the multifamily property… Full Content: The Results Are In for Grace Hill's 6th Annual Benchmark Survey on the State of the Industry Turnover and compliance risks increase, making faster, more effective onboarding critical [caption id="attachment_1449" align="alignright" width="300"] We surveyed 327 companies throughout the multifamily property industry to find out what they are doing to make their training programs successful.[/caption]   Each year we survey training administrators throughout the multifamily housing industry to identify key learning and development trends. We look at how companies are administering training, what challenges they’re encountering, and how they could increase success.   This year’s survey reflects a fast-paced industry under pressure to accomplish more training in less time in order to combat higher turnover and compliance risks. Many companies report keeping up with rising demands through increases in training time and improvements in technology.   Download the 2018 Multifamily Training Benchmark Report to learn more about the specific trends and opportunities facing the industry; the biggest pain points trainers experience and how they handle them; and how employee performance management, training and turnover are connected.   Get the answers: What are companies spending on training budgets, trainer salaries and bonuses? What was the average cost of compliance violations in 2017? Which property role had the biggest increase in turnover? What is the number one way to reduce turnover?   Important notes: - Published on: 2018-02-07 19:03:24 - Category: Posts - [2018 Grace Hill Multifamily Training Benchmark Report](https://gracehill.com/blog/2018-grace-hill-multifamily-training-benchmark-report/): The Results Are In for Grace Hill's 6th Annual Benchmark Survey on the State of the Industry Turnover and compliance risks increase, making faster, more effective onboarding critical [caption id="attachment_1449" align="alignright" width="300"] We surveyed 327 companies throughout the multifamily property… ------------------------- # Weekly Training Tip: Cyberattacks > Grace Hill Training Tip of the Week Cyberattacks — Should You be Worried?   [caption id="attachment_1456" align="alignright" width="300"] Due to lack of federal oversight and regulation, property management companies’ cybersecurity programs may be relatively less developed and less sophisticated than… Full Content: Grace Hill Training Tip of the Week Cyberattacks — Should You be Worried?   [caption id="attachment_1456" align="alignright" width="300"] Due to lack of federal oversight and regulation, property management companies’ cybersecurity programs may be relatively less developed and less sophisticated than in other industries, making them a more attractive target for cybercriminals looking for an easy way to steal personal data.[/caption] We hear a lot in the news about data being exposed or stolen by cyberattacks in healthcare, banking and retail industries. But we tend to hear less about such attacks in the property management industry, even though they have happened before and will likely happen again. As a result, the risk of cyberattacks in the property management industry may be overlooked and underestimated.   The risk of cyberattack in the property management industry is just as real as in other areas. Unlike for institutions like banks and hospitals, there is no federal law requiring real estate and property management companies to implement cybersecurity programs to protect information and systems. Because of this general lack of oversight and regulation, property management companies’ cybersecurity programs may be relatively less developed and less sophisticated than in other industries, making them a more attractive target for cybercriminals looking for an easy way to steal personal data.   What could property management companies have that cybercriminals want? Isn’t the most desired data credit card numbers and financial information? That turns out not to be the case. As Ryan Byrd, Vice President of Engineering for Entrata said, “There’s this myth that hackers are really interested in credit card numbers because you can buy stuff with them. The most commonly stolen information is not credit card numbers, but personally identifiable information (PII).”   [caption id="attachment_1457" align="alignleft" width="300"] If sensitive personal data falls into the wrong hands, it can lead to fraud and identity theft, which in 2016 was the most common reason for hackers to carry out a cyberattack.[/caption] Think of all the data you collect on any given day from a resident or prospective resident and the financial transactions you process—rent payments, deposits, and vendor payments. This is a treasure trove of personally identifiable information and a goldmine for cybercriminals who can use it to commit identity theft and fraud.   With its lack of sophisticated security measures and lots of valuable PII, the property management industry is the perfect target for cybercriminals. If sensitive data falls into the wrong hands, it can lead to fraud and identity theft, which in 2016 was the most common reason for hackers to carry out a cyberattack.   Given the cost of a security breach — losing your customers’ trust and perhaps even defending yourself against a lawsuit—safeguarding personal information is critical. That risk doesn’t just come as a hit to your brand or reputation, either. With the average legal and other associated costs of a data breach at around $150 per record, losing your residents’ data could have a significant impact on your bottom line as well.   As we rely more and more on digital data and interconnectivity, cybersecurity is an issue to think hard about as you plan policies, processes and training for the year. It is crucial to have systems in place to prevent, prepare for and withstand cyberattacks. Train employees and managers on the risk of data breaches, and what they can do to prevent them.   Just like wearing your seatbelt, or locking your car, good habits are the building blocks of cybersecurity and are the best way to keep your residents’ information safe. Important notes: - Published on: 2018-02-06 20:07:02 - Category: Posts - [Weekly Training Tip: Cyberattacks](https://gracehill.com/blog/cyberattacks/): Grace Hill Training Tip of the Week Cyberattacks — Should You be Worried?   [caption id="attachment_1456" align="alignright" width="300"] Due to lack of federal oversight and regulation, property management companies’ cybersecurity programs may be relatively less developed and less sophisticated than… ------------------------- # What is the best education for rental owners and landlords? > [caption id="attachment_1442" align="alignright" width="600"] The key to a successful rental property is to have a good grasp of all areas of property management and to know where to look for information when you need it. This is what the IROP… Full Content: [caption id="attachment_1442" align="alignright" width="600"] The key to a successful rental property is to have a good grasp of all areas of property management and to know where to look for information when you need it. This is what the IROP course gives you.[/caption] What is the best education for rental owners and landlords? If you currently own a rental property or plan to become a landlord, the Independent Rental Owner Professional (IROP) credential program is ideal for you. IROP teaches owners the best practices of property management, from marketing to maintenance. It’s a great introduction to managing your own property. Why earn an IROP credential? Earning your IROP credential can make the difference in whether your investment property is profitable or not. It’s also the best way to get a basic handle on the many different responsibilities of property management.   Make your property more successful To run a successful rental property, you need strategies for attracting and retaining good residents, keeping maintenance costs down, and staying compliant with the law. IROP covers these topics and more: Preparing and managing a budget Planning taxes strategically Establishing relationships with code department representatives Protecting and insuring your investment Increasing your property’s energy efficiency to increase market value Screening, hiring, and training employees Scheduling unit inspections for preventive maintenance Establishing rental rates and marketing to find residents   Get an insider’s view of property ownership and management One of the reasons the IROP curriculum is so beneficial is that it was created by other IROPs, who have expertise in the unique challenges and opportunities of property ownership and management. Their experience can help you avoid common property management errors and oversights.   Who is right for the IROP credential? Whether you already own a rental property or plan to purchase one in the future, IROP helps you develop an understanding of the responsibilities involved and gives you strategies for success.   Right now, you can receive 20% off any Visto purchase by using the code “newyearnewyou” at checkout. Find out how you can earn your IROP credential.   Important notes: - Published on: 2018-01-31 19:24:15 - Category: Posts - [What is the best education for rental owners and landlords?](https://gracehill.com/blog/rental-owners-landlords/): [caption id="attachment_1442" align="alignright" width="600"] The key to a successful rental property is to have a good grasp of all areas of property management and to know where to look for information when you need it. This is what the IROP… ------------------------- # Weekly Training Tip: Reasonable Accommodations Questions > Grace Hill Training Tip of the Week   What Questions Can You Ask Related to Reasonable Accommodations?   [caption id="attachment_1437" align="alignright" width="443"] There are guidelines regarding what you may ask a person who is requesting reasonable accommodations. Be familiar with… Full Content: Grace Hill Training Tip of the Week   What Questions Can You Ask Related to Reasonable Accommodations?   [caption id="attachment_1437" align="alignright" width="443"] There are guidelines regarding what you may ask a person who is requesting reasonable accommodations. Be familiar with the guidelines to reduce risk and create a welcoming environment.[/caption] People with disabilities face particular challenges when it comes to housing and have special protections under fair housing law. Disabilities include both physical and mental impairments. It may not always be obvious that someone has a disability, which can make complying with fair housing law in this area a little tricky. Understanding how people with disabilities are protected by the law will help you avoid discriminatory practices and create a welcoming atmosphere for everyone who comes to your community.       Let’s take a short quiz!   True or false? When asked to make accommodations for a resident’s disability, you have the right to ask any questions necessary to verify the disability.   [caption id="attachment_1438" align="alignleft" width="400"] You may not ask a person whose disability is obvious or otherwise known to you for additional information if the requested accommodation is also obvious or known.[/caption] If you answered False, you are correct. There are guidelines regarding what you may ask a person who is requesting reasonable accommodations. Failure to adhere to these guidelines puts you at risk of a fair housing claim.   Here are some tips:   If a person’s disability is obvious or otherwise known to you, and if the need for the requested accommodation is also readily apparent or known, then you may not request any additional information.   If a person’s disability is obvious or known to you, but the need for the accommodation is not, you may request only information that is necessary to evaluate the need for the accommodation.   If a person’s disability is not obvious or known to you, you may request reliable documentation from a physician, psychiatrist, social worker, or other mental health professional that the person is indeed disabled and that the requested accommodation is necessary.   The law does not require any formal procedures for requesting a reasonable accommodation. However, having a formal process in place will be helpful to prospects, residents, and your community by making it easier to consider and respond to requests. Be aware, though, that if a prospect or resident does not submit the request according to your process, you cannot use that fact to deny the request. You must consider all requests, no matter how they are submitted.   Treat disability-related inquiries with great care. If you are unsure about the validity of a request, work with legal counsel to determine the lawful way to verify the legitimacy of the disability.   For more information, download the U.S. Department of Justice and HUD joint guidelines titled Reasonable Accommodations Under the Fair Housing Act.   Important notes: - Published on: 2018-01-29 18:49:51 - Category: Posts - [Weekly Training Tip: Reasonable Accommodations Questions](https://gracehill.com/blog/reasonable-accommodations-questions/): Grace Hill Training Tip of the Week   What Questions Can You Ask Related to Reasonable Accommodations?   [caption id="attachment_1437" align="alignright" width="443"] There are guidelines regarding what you may ask a person who is requesting reasonable accommodations. Be familiar with… ------------------------- # Training Tip of the Week:Your Criminal Background Check Policy > Grace Hill Training Tip of the Week Have you Reviewed Your Criminal Background Check Policy Lately? A federal lawsuit in New York is challenging a landlord’s blanket ban on leasing to people with criminal backgrounds. The federal government has advised… Full Content: Grace Hill Training Tip of the Week Have you Reviewed Your Criminal Background Check Policy Lately? A federal lawsuit in New York is challenging a landlord’s blanket ban on leasing to people with criminal backgrounds. The federal government has advised landlords against such bans, saying they could violate fair housing laws, but the practice persists.   The lawsuit alleges that the landlord’s policy disproportionately affects black and Latino men, and thus violates federal law. The policy, although not discriminatory on its face because it doesn’t single out any protected classes, could still be illegal if it has a discriminatory effect. In other words, if the effect of the policy is discrimination, even if not intentional, it would be illegal.   [caption id="attachment_1423" align="alignleft" width="300"] Review your policies regarding residents' criminal histories to ensure they do not have a disparate impact on minority home seekers. Policies cannot intentionally or inadvertantly make it more difficult for them to find housing.[/caption] Some estimate that 1 in 3 Americans has a criminal record, and studies cited by HUD show that certain racial and ethnic minorities are arrested and convicted of crimes more than others. This means certain criminal history policies could have a disparate impact on minority home seekers, making it difficult for them to find housing.   HUD has provided guidance for developing, reviewing or revising a community’s criminal background check policy.  Here are tips to help you comply with the guidance.   [caption id="attachment_1422" align="alignright" width="300"] A policy may use criminal convictions as a screening criterion because a conviction is sufficient evidence that someone engaged in criminal conduct, but may not use convcitions to automatically exclude individuals.[/caption] A policy should not deny residency or otherwise discriminate against an applicant or resident based solely an arrest record. An arrest is not the same as a conviction. A policy may use criminal convictions as a screening criterion because a conviction is sufficient evidence that someone engaged in criminal conduct.   However, a policy should not automatically exclude individuals because of a criminal conviction. Instead, it should consider factors such as the nature and severity of the crime and how long ago the crime was committed. Note that a policy can automatically exclude based on convictions for the illegal manufacture or distribution of a controlled substance. Related convictions, such as drug possession, are not covered by this exception.   If a resident or applicant is denied housing because of a criminal history, you should be able to show how the criminal conduct affects your ability to protect residents’ safety and property. As HUD states, you must be able to show that a policy “accurately distinguishes between criminal conduct that indicates a demonstrable risk to resident safety and/or property and criminal conduct that does not”.   Don’t forget the importance of being consistent. If you make an exception to your standard policy for one prospective or current resident, you must offer the same exception to other prospects or residents who are in similar situations.   Take some time in this new year to evaluate your screening processes to make sure they do not produce a disparate impact. Remember, policies may consider criminal history in appropriate way, but should not contain exclusions that are arbitrary or too broad. For more information, review the full text of HUD’s guidance here. Important notes: - Published on: 2018-01-17 19:59:30 - Category: Posts - [Training Tip of the Week:Your Criminal Background Check Policy](https://gracehill.com/blog/your-criminal-background-check-policy/): Grace Hill Training Tip of the Week Have you Reviewed Your Criminal Background Check Policy Lately? A federal lawsuit in New York is challenging a landlord’s blanket ban on leasing to people with criminal backgrounds. The federal government has advised… ------------------------- # Training Tip of the Week: Responding to Sexual Harassment Complaints > Grace Hill Training Tip of the Week Responding to Sexual Harassment Complaints The Fair Housing Act (FHA) protects individuals against discrimination because of sex. Courts have consistently recognized sexual harassment as a form of discrimination that violates the FHA.  … Full Content: Grace Hill Training Tip of the Week Responding to Sexual Harassment Complaints The Fair Housing Act (FHA) protects individuals against discrimination because of sex. Courts have consistently recognized sexual harassment as a form of discrimination that violates the FHA.   Q & A on Sexual Harassment under the Fair Housing Act   HUD aggressively pursues violations involving harassment in housing. In fact, since January 2017, the Department of Justice’s Civil Rights Division has filed or settled five cases and recovered over $1 million for victims of sexual harassment in housing.   Any individual or company that has witnessed or experienced housing discrimination, including sexual harassment, may file a complaint with HUD, free of charge. Complaints will often name individual property managers directly, in addition to the corporate entity or owner associated with the complainant’s housing. If a complaint has been filed against you, you will be notified by HUD, and you will have 10 days to respond. Here are some tips for staying on top of the situation, should you find yourself facing a complaint.   Prioritize mail from HUD. Due to the tight window a company has for responding to a complaint, make sure anyone responsible for collecting mail at your facilities is trained to give mail from HUD priority attention and to forward it to the appropriate person immediately.   [caption id="attachment_1083" align="alignright" width="300"] Should you find yourself facing a sexual harassment complaint, here are some tips for staying on top of the situation.[/caption] Respond to complaints. Although filing an answer is not mandatory, it is strongly encouraged. Responding gives you an opportunity to give your version of the story and provide sufficient information that may convince HUD that it should not pursue the matter further.   Involve legal counsel early. Because your answer will become part of the official case record and any representations can and will be used against you in future proceedings, it is strongly encouraged that you seek the assistance of legal counsel in responding to a HUD complaint. In addition, legal counsel can likely negotiate an extension of time to respond.   Notify your insurance company early. As soon as you know a complaint has been filed, you should notify your insurance company. There may be insurance to cover the allegations of the complaint. If there is coverage, the insurance company will only be there to help you if they are notified early.   It is a situation we all hope we never have to face. However, in this time of increased awareness around harassment, it is important to have a game plan for a quick and appropriate response to harassment complaints. Important notes: - Published on: 2018-01-10 14:52:53 - Category: Posts - [Training Tip of the Week: Responding to Sexual Harassment Complaints](https://gracehill.com/blog/responding-to-sexual-harassment-complaints/): Grace Hill Training Tip of the Week Responding to Sexual Harassment Complaints The Fair Housing Act (FHA) protects individuals against discrimination because of sex. Courts have consistently recognized sexual harassment as a form of discrimination that violates the FHA.  … ------------------------- # Latest Issue of The Vantage: Protecting Your Organization from Sexual Harassment > Latest Issue of The Vantage: Protecting Your Organization   Important legal information on sexual harassment and tips for addressing it before it becomes too late   [caption id="attachment_1354" align="alignright" width="500"] Recent high-profile sexual harassment allegations have highlighted the need for… Full Content: Latest Issue of The Vantage: Protecting Your Organization   Important legal information on sexual harassment and tips for addressing it before it becomes too late   [caption id="attachment_1354" align="alignright" width="500"] Recent high-profile sexual harassment allegations have highlighted the need for increased training, education and awareness.[/caption] Did you know that a property owner or manager may be held liable if any of his or her employees, agents or contractors sexually harass an applicant, tenant or resident? Organizations themselves are often found culpable for sexual harassment in both the court of public opinion and in the civil legal context. Settlement payouts, public embarrassment and loss of potential business are all reasons to proactively address sexual harassment in housing immediately. The latest issue of The Vantage covers:     What constitutes harassment Claims may be filed even if the alleged victim did not experience the loss of a housing opportunity or some tangible economic loss.     Ways your organization could be found liable If a property owner or manager knows, or should have known, that an employee, agent or contractor is sexually harassing applicants, tenants or residents, he or she has the duty to take action to stop the harassment.     Strategies for limiting liability The company that overlooks sexual harassment and continues to employ a harasser risks great liability in the future. If a harassment victim is able to prove that the company knew of previous allegations and failed to take steps to address the issue and stop the behavior, then the organization could find itself subject to huge legal penalties.   Plus: Sexual harassment and the FHA Complaint procedure Types of harassment The Vantage is a quarterly newsletter on the latest legal developments and enforcement actions in the multifamily property management industry — plus tips for keeping your company and employees compliant.     Important notes: - Published on: 2018-01-03 01:33:45 - Category: Posts - [Latest Issue of The Vantage: Protecting Your Organization from Sexual Harassment](https://gracehill.com/blog/the-vantage-preventing-sexual-harassment/): Latest Issue of The Vantage: Protecting Your Organization   Important legal information on sexual harassment and tips for addressing it before it becomes too late   [caption id="attachment_1354" align="alignright" width="500"] Recent high-profile sexual harassment allegations have highlighted the need for… ------------------------- # Training Tip of the Week: Working with Families with Children > Grace Hill Training Tip of the Week Working with Families with Children   [caption id="attachment_1348" align="alignright" width="300"] Grace Hill takes a look at rules and policies that are intended to protect children and asks, "Could these be discriminatory?"[/caption] When you think… Full Content: Grace Hill Training Tip of the Week Working with Families with Children   [caption id="attachment_1348" align="alignright" width="300"] Grace Hill takes a look at rules and policies that are intended to protect children and asks, "Could these be discriminatory?"[/caption] When you think of familial status discrimination, you likely think of things like refusing to rent to families with children, charging families with young children higher deposits, or steering them to certain buildings. But what about rules or policies that are intended to protect children? Could these be discriminatory?   Let’s look at a real-life example.   A condominium complex in Fremont, California had a long-standing rule that tenants’ children could not run and play outside within the complex gates. The rule was set up by the homeowners’ association, citing safety concerns, and threatened to fine residents for violations.   One of the residents claimed that she and her children were subjected to threats, intimidation, and harassment. A housing nonprofit called Project Sentinel brought a class action lawsuit pro bono and recovered $800,000 from the condo managers. Additionally, board members of the homeowners’ association must undergo fair housing training and post signs indicating that children are allowed to play outside.   This news item reminds us that excluding children from areas that other residents can use could be considered discrimination—even if the intent of the exclusion is to protect them.   Here are some tips for working with families with children in a way that complies with fair housing law.   When working with prospective residents, it is ok to ask about the number of people who will live in the apartment home, but do not ask questions specifically relating to children.   Avoid questions such as: “How many adults and children will be residing in your apartment home?” “How many children are in your family?” “How old are your children?”   Instead, ask: “How many people will be residing in your apartment home?”   Do not discriminate against families with children by stopping or restricting children’s use of community facilities or services. Safety and liability are still important, but you must create your community policies carefully.   Avoid statements like: “Children may not skateboard on community property.”   Instead say: “Skateboarding is prohibited on community property.”   You may require direct adult supervision during children’s use of community provided services and facilities. However, the rules must not unreasonably restrict a child from using the amenities.   [caption id="attachment_1349" align="alignleft" width="300"] Don't prohibit children from using amenities. Instead say, “Persons under the age of 14 must be accompanied by an adult.”[/caption] Avoid rules such as: “Children under the age of 14 are prohibited.”   Instead, say: “Persons under the age of 14 must be accompanied by an adult.”   Familial status was added as a protected class in 1988 with the signing of the Fair Housing Amendments Act. This act made housing discrimination against families with children illegal and protects not only married couples with children, but also those who are single parents, legal guardians, mothers who are expecting, and people in the process of obtaining legal custody of a child. Take time to review this important area of the law with employees so that families with children feel both safe and welcome in your community.   Important notes: - Published on: 2018-01-02 16:36:34 - Category: Posts - [Training Tip of the Week: Working with Families with Children](https://gracehill.com/blog/training-tip-week-working-families-children/): Grace Hill Training Tip of the Week Working with Families with Children   [caption id="attachment_1348" align="alignright" width="300"] Grace Hill takes a look at rules and policies that are intended to protect children and asks, "Could these be discriminatory?"[/caption] When you think… ------------------------- # Training Tip of the Week: Brushing up on LEP > Grace Hill Training Tip of the Week Brushing up on LEP [caption id="attachment_1317" align="alignright" width="300"] Learn what actions and behaviors around language are viewed as discrimination against federally protected classes.[/caption] Recently, the Greenfield Housing Authority settled a discrimination complaint with… Full Content: Grace Hill Training Tip of the Week Brushing up on LEP [caption id="attachment_1317" align="alignright" width="300"] Learn what actions and behaviors around language are viewed as discrimination against federally protected classes.[/caption] Recently, the Greenfield Housing Authority settled a discrimination complaint with the US Housing and Urban Development (HUD) regarding preferential treatment of English-speaking, white housing applicants compared to Spanish-speaking Latino applicants. You can read more about the settlement here. News items like this are a good reminder to brush up on important topics. So, let’s brush up on limited English proficiency (LEP)!   In September 2016, HUD offered LEP guidance and urged housing providers to examine their policies and procedures that involve language proficiency.   Often, “lack of English proficiency is used as a proxy for national-origin discrimination.” Therefore, courts have held that language-related restrictions are “worthy of close scrutiny,” are subject to “a very searching look,” and “should be examined in the most careful possible manner.” -  HUD   The guidance signaled that HUD is watching this issue closely. Here are some tips to help keep you and your community from becoming a cautionary tale.   Make sure all employees understand the connection between language proficiency and federally protected classes. Language is not a named protected class under the Fair Housing Act. However, there is such a close link between language proficiency and certain protected classes, such national origin, race, and religion, that discriminating based on LEP can have the same effect as discriminating based on these protected classes. Housing providers are therefore prohibited from using limited English proficiency selectively, as an excuse for intentional housing discrimination, or in a way that causes an unjustified discriminatory effect.   [caption id="attachment_1316" align="alignright" width="300"] Make sure all documents are translated accurately to ensure you are not inadvertently restricting access using language.[/caption] Carefully review language-based restrictions or any way that language is considered in your community’s policies and procedures. For example, make sure you do not: Refuse to work with people who are not fluent in English Ban non-English languages from being spoken in your community Treat people who speak with an accent differently Refuse to explain untranslated documents Purposefully translate documents inaccurately   Be mindful not to do things that might unintentionally discriminate. Such things may include: Not allowing enough time to review a lease Not providing translations when it is reasonable or required, or providing poor translations Taking prospective resident inquiries or resident maintenance requests out of order so someone who speaks the same language can help   This is not an exhaustive set of suggestions but is a place to start. Owners and managers of HUD-assisted housing have specific obligations to provide meaningful access to LEP applicants and beneficiaries under Title VI of the Civil Rights Act of 1964. For more information on those obligations, visit this section of the HUD website. This information is worth checking out for everyone, though as it outlines additional strategies you can consider to ensure that people who are LEP have equal access to your community and feel welcome there. Important notes: - Published on: 2017-12-14 15:05:48 - Category: Posts - [Training Tip of the Week: Brushing up on LEP](https://gracehill.com/blog/training-tip-week-brushing-lep/): Grace Hill Training Tip of the Week Brushing up on LEP [caption id="attachment_1317" align="alignright" width="300"] Learn what actions and behaviors around language are viewed as discrimination against federally protected classes.[/caption] Recently, the Greenfield Housing Authority settled a discrimination complaint with… ------------------------- # December Vantage Pro: Child Safety Concerns vs. Familial Status Discrimination > The latest issue of Vantage Pro examines the line between protecting children and discriminating against them.   [caption id="attachment_1309" align="alignright" width="600"] Learn the difference between child safety and child discrimination with Vantage Pro.[/caption] You know the FHA prohibits discrimination against… Full Content: The latest issue of Vantage Pro examines the line between protecting children and discriminating against them.   [caption id="attachment_1309" align="alignright" width="600"] Learn the difference between child safety and child discrimination with Vantage Pro.[/caption] You know the FHA prohibits discrimination against families and/or children. But what about exclusion for safety purposes? This month’s Vantage Pro tests your knowledge of the difference between child protection and discrimination.   Could prohibiting children from common areas in order to protect them from danger be discrimination? Properties are sometimes tempted to keep children out of common areas like outdoor courtyards, pools, etc., where their play may present a danger. Find out whether the FHA allows excluding children from common areas due to safety concerns.   Does the FHA allow refusing to rent to families with children or pregnant women due to potential lead paint hazards? Lead paint can pose a hazard to children under the age of six. If there is or may be lead paint present on the premises, is it okay to prohibit families with children from living there?   Plus: • Recent cases of disability discrimination and sexual harassment • Financial impact to property companies that have violated the FHA   Each month, Platinum-level Vision clients are informed about the latest cases and legislation affecting the property management industry. They learn what impact those actions are likely to have on the industry and what steps they should take to avoid violations.   Important notes: - Published on: 2017-12-11 21:11:09 - Category: Posts - [December Vantage Pro: Child Safety Concerns vs. Familial Status Discrimination](https://gracehill.com/blog/vantage-pro-child-safety-vs-discrimination/): The latest issue of Vantage Pro examines the line between protecting children and discriminating against them.   [caption id="attachment_1309" align="alignright" width="600"] Learn the difference between child safety and child discrimination with Vantage Pro.[/caption] You know the FHA prohibits discrimination against… ------------------------- # Training Tip of the Week: Helping Employees Navigate Emerging Compliance Topics > Grace Hill Training Tip of the Week HELPING EMPLOYEES NAVIGATE EMERGING COMPLIANCE TOPICS   One of the trickiest things about compliance training is keeping up with changing laws and emerging topics. You likely keep up with federal law, and even… Full Content: Grace Hill Training Tip of the Week HELPING EMPLOYEES NAVIGATE EMERGING COMPLIANCE TOPICS   One of the trickiest things about compliance training is keeping up with changing laws and emerging topics. You likely keep up with federal law, and even legislative activity in your own state, but how often do you take the time to explore what’s going on in other states?   On October 15, 2017, Governor Brown signed California Senate Bill 396 into law, which adds new requirements for mandatory sexual harassment training.   Effective January 1, 2018, the mandatory training must cover harassment based on gender identity, gender expression, and sexual orientation. Even if you don’t have employees or properties in California, this legislation is worth noting. Let’s take a quick quiz. [caption id="attachment_1299" align="alignright" width="416"] Scenario-based questions like this help learners apply guidance to their jobs and also to remember what they have learned better.[/caption]   Will is an employee who was assigned the sex “female” at birth, but identifies as a male. Will met with his supervisor to let him know that he wants people to use male pronouns when referring to him. Which is the best thing for the supervisor to do after hearing Will’s request?   Use male pronouns when referring to Will and ensure other employees do too Insist on using female pronouns when referring to Will since he was born a female Note in Will’s employee file that he is a trouble maker and should not be promoted Tell Will he will try to remember to use male pronouns, but can’t make any promises   The best answer is A. Will’s supervisor should comply with Will’s request, and ensure that other employees do too. Failing to use the gender pronoun and name that correspond to the gender with which an employee identifies is discriminatory.   How did you do? How do you think your employees would have responded?   To some, the topics of gender identity and gender expression may seem complex, but there is a simple approach. Focus on employees’ work performance, not their characteristics. When reviewing job applicants, make decisions based on how they compare to the stated job description and requirements. Everyone has the right to a respectful, safe work environment. Building a culture of civility and respect in your organization takes a thoughtful, ongoing effort.   Even if training on these topics is not mandated in your state, California’s recent legislation is a good reminder to keep your compliance training current so employees know how to appropriately navigate emerging topics.   Join us for a webinar on California's recent changes. If you are an employer in California, Grace Hill wants you to understand how these laws will impact you and your business. Please join us on December 12 at 3PM EST for a webinar about the impact of new legal requirements on California employers. Register for the webinar here: https://register.gotowebinar.com/register/7429775389545552129   Note that Grace Hill’s Sexual Harassment California Supervisor course is being updated to meet the new requirements. The updated course will be released at the end of December.   Important notes: - Published on: 2017-12-08 16:01:00 - Category: Posts - [Training Tip of the Week: Helping Employees Navigate Emerging Compliance Topics](https://gracehill.com/blog/training-tip-week-helping-employees-navigate-emerging-compliance-topics/): Grace Hill Training Tip of the Week HELPING EMPLOYEES NAVIGATE EMERGING COMPLIANCE TOPICS   One of the trickiest things about compliance training is keeping up with changing laws and emerging topics. You likely keep up with federal law, and even… ------------------------- # How Does Training Reduce Turnover? > How training reduces employee turnover   79% of training administrators believe training reduces employee turnover.   In last year’s Grace Hill Benchmark Training Survey, 79% of survey participants said they believe training reduces employee turnover. But how does is it… Full Content: How training reduces employee turnover   79% of training administrators believe training reduces employee turnover.   In last year’s Grace Hill Benchmark Training Survey, 79% of survey participants said they believe training reduces employee turnover. But how does is it work? Here are the most common reasons given for why training reduces turnover. #1 Better performance leads to higher job satisfaction.   “Employees that feel they are not trained properly are not satisfied as a whole. They have no idea if their performance is meeting the standard.” Training Administrator (2,001 – 7,000 units) The most common response survey respondents gave for how training reduces turnover is the satisfaction that comes from good performance. Training prepares employees to succeed. Many people said training gives employees the tools to feel empowered and confident about their role and responsibilities. Without it, they can feel frustrated and overwhelmed.   #2 Training makes employees feel appreciated.   “If employees believe that a company cares enough to help them succeed, this fosters loyalty.” Director of HR (7,001 - 15,000 units) The second most common response was that training demonstrates an investment the company is making in the employee, and this helps the employee feel like a valuable part of the organization. Many people remarked that this shows an interest in and care for employees, and that makes employees want to stay.   #3 Training creates a path for growth.   “Creating a clear learning path provides employees a goal to strive for with a sense of achievement and an opportunity for recognition.” Training Administrator (7,001 – 15,000 units) The next most common response involved the growth potential of training. Training allows employees to grow in their roles and seek advancement within the organization. It often makes the difference between a temporary job and long-term career. The property management industry experiences higher turnover overall than most other industries. Making sure your training program fulfills each of these important functions can help you keep employees longer and save money on recruiting, hiring and onboarding. Important notes: - Published on: 2017-12-07 16:11:16 - Category: Posts - [How Does Training Reduce Turnover?](https://gracehill.com/blog/how-training-reduces-employee-turnover/): How training reduces employee turnover   79% of training administrators believe training reduces employee turnover.   In last year’s Grace Hill Benchmark Training Survey, 79% of survey participants said they believe training reduces employee turnover. But how does is it… ------------------------- # What credential is most recognized by multifamily property companies? > [caption id="attachment_1285" align="alignright" width="500"] 57% of multifamily property companies surveyed said their company recognizes CAM certification.[/caption] In a recent Grace Hill survey, we found that of all property management certifications, Certified Apartment Manager (CAM) was the credential most recognized by multifamily… Full Content: [caption id="attachment_1285" align="alignright" width="500"] 57% of multifamily property companies surveyed said their company recognizes CAM certification.[/caption] In a recent Grace Hill survey, we found that of all property management certifications, Certified Apartment Manager (CAM) was the credential most recognized by multifamily property companies. 57% of companies surveyed said their property recognizes CAM certification in some way.     When asked how they recognize credentials: 54% said preference in hiring 32% said promotions 29% said raises Additional methods of recognition mentioned included: rewards, recognition in company newsletter and annual awards event, mention in company announcements.   Read more about CAM certification.   Right now, you can receive 20% off any Visto purchase until 12.31.2017 by using the code “VISTO20” at checkout.   Find out how you can become CAM certified.   Important notes: - Published on: 2017-12-01 01:29:04 - Category: Posts - [What credential is most recognized by multifamily property companies?](https://gracehill.com/blog/most-recognized-credential/): [caption id="attachment_1285" align="alignright" width="500"] 57% of multifamily property companies surveyed said their company recognizes CAM certification.[/caption] In a recent Grace Hill survey, we found that of all property management certifications, Certified Apartment Manager (CAM) was the credential most recognized by multifamily… ------------------------- # Training Tip of the Week: The Importance of Explanatory Feedback > Grace Hill Training Tip of the Week The Importance of Explanatory Feedback   [caption id="attachment_1277" align="alignright" width="300"] Providing a score without helpful guidance often leaves students feeling frustrated and helpless.[/caption] Did you ever have a teacher who marked up your… Full Content: Grace Hill Training Tip of the Week The Importance of Explanatory Feedback   [caption id="attachment_1277" align="alignright" width="300"] Providing a score without helpful guidance often leaves students feeling frustrated and helpless.[/caption] Did you ever have a teacher who marked up your essays with feedback like, “unclear”, “poor word choice” or “watch your sentence structure”? If so, you might remember feeling a bit helpless, wondering what the comments meant and what to do with them. Comments like these may have given you some information about your performance, but did they really help you become a better writer?   When we are learning new things, it is important to get timely information about what we are doing right or wrong and why, along with information about how to improve. This is called feedback, and it is a critical component of improving learner performance.   How can you create meaningful feedback for your learners? Here are some tips!   [caption id="attachment_1276" align="alignleft" width="300"] Using explanatory feedback is key to provide learners with guidance on how to move forward.[/caption] Use explanatory feedback. In addition, to “correct” or “incorrect”, provide an explanation of why the response is correct or incorrect. Refer back to key points or examples from the training. Explanatory feedback is most useful when it provides learners with an understanding of where they are, and some guidance on how they can move forward.   Be timely. Feedback is most effective when it is given immediately, rather days or weeks after the learner responded to the question or submitted the assignment. An advantage of some online learning formats is that you can provide feedback immediately. If that’s not possible, just try to follow the rule, “the sooner, the better.”   Display the question, response, and feedback together. Having to flip between the question and the feedback can add cognitive load to learning. If possible, position the feedback so that the learner can see the question, his or her response, and the feedback at the same time. This is most feasible when using online formats but think about this when providing feedback in other formats as well.   In a pinch, have learners generate their own feedback. What if you don’t have the time or resources to provide feedback on written assignments or more complicated work products?  In these cases, ask learners to evaluate their responses against a scoring rubric and a sample answer.  Purposeful comparison to an exemplar, even if the learner doesn’t get feedback from you, can be helpful in getting things into long-term memory.   A missed question or imperfect assignment provides just the right opportunity to teach and correct any misconceptions the learner has. Don’t let these important moments go by!  Instead, use targeted, timely, explanatory feedback to improve performance and keep learners headed in the right direction. Important notes: - Published on: 2017-11-28 21:55:47 - Category: Posts - [Training Tip of the Week: The Importance of Explanatory Feedback](https://gracehill.com/blog/training-tip-week-explanatory-feedback/): Grace Hill Training Tip of the Week The Importance of Explanatory Feedback   [caption id="attachment_1277" align="alignright" width="300"] Providing a score without helpful guidance often leaves students feeling frustrated and helpless.[/caption] Did you ever have a teacher who marked up your… ------------------------- # Industry Trends: Managing Employee Performance > Most multifamily property companies report low use of technology for managing employee performance. A recent Grace Hill survey revealed that the majority of multifamily property companies have significant technological opportunity in the area of managing employee performance. Few participants reported… Full Content: Most multifamily property companies report low use of technology for managing employee performance. A recent Grace Hill survey revealed that the majority of multifamily property companies have significant technological opportunity in the area of managing employee performance. Few participants reported using performance management software or using technology to link training to performance. These deficiencies result in the commonly reported difficulties of gathering employee data and being able to address performance issues with training. Management System Most property companies (60%) use only an in-person employee evaluation process to monitor their employees’ performance. Approximately half as many (27%) use a combination of performance management software and in-person employee evaluation. Very few (6%) use centralized performance management software. Linking Performance to Training Almost half of property companies surveyed (47%) said they do not currently link employee performance to training. Examples for how training could be tied to performance include: mandatory training based on employee performance and customized training based on individual employee needs identified in evaluation (leadership, professional development, coaching). Pain Points When it comes to employee performance management, the top reported pain point was “Ensuring each employee is reviewed and has a performance management conversation with their manager.” As likely consequences of low technology use, the next two most common challenges reported were “Gathering employee performance data in a systematic way across our company” and “Tying our training program to an individual employee's performance.” To speak with a Grace Hill rep about how our training tools can help you better manage employee performance, schedule a demo below. Important notes: - Published on: 2017-11-20 22:26:40 - Category: Posts - [Industry Trends: Managing Employee Performance](https://gracehill.com/blog/industry-trends-managing-employee-performance/): Most multifamily property companies report low use of technology for managing employee performance. A recent Grace Hill survey revealed that the majority of multifamily property companies have significant technological opportunity in the area of managing employee performance. Few participants reported… ------------------------- # Why is training important for a multifamily property company? > Why is training important for a multifamily property company? What if there were a single asset you could invest in that paid dividends in no fewer than three budgetary areas? You’d make the investment, right? Well, training is that asset.… Full Content: Why is training important for a multifamily property company? What if there were a single asset you could invest in that paid dividends in no fewer than three budgetary areas? You’d make the investment, right? Well, training is that asset. The returns on a good training program are multifold – retain customers, retain employees, reduce risk.   [caption id="attachment_1252" align="aligncenter" width="500"] Training improves results in many areas of multifamily property management.[/caption] Customer Experience Training has a direct impact on your ability to attract and retain customers. It helps you ensure that your customers are getting the experience you want them to have. Training helps your employees improve customer service skills and become more competent at their jobs. As a result, your customers become loyal to your property and spread the word of the good service your organization provides.   Employee Retention Employees who stay with you know more about your organization and provide better service. They also cost you less in repeat hiring and onboarding. Training is key to employee satisfaction and retention. Our studies show a 40% average increase in retention rates through training. Trained employees feel more appreciated, more invested in their careers, and more interested in their own performance.   Reduced Risk The median cost for FHA claims submitted to the DOJ from 2014 – 2016 was approximately $20K. This doesn’t include lost rental revenue, property damages, and attorney fees. Property companies face a lot of financial and reputational risk from potential FHA violations, and training is the best defense. Good compliance training walks employees through potentially problematic situations and gives them practice at responding properly. Many companies have learned great lessons through costly lawsuits. Training gives you the opportunity to learn—without the cost.   In the multifamily property industry, training has significant financial value. But it’s also the single most important way you can define, prioritize and express what your organization stands for when it comes to your customers.   Important notes: - Published on: 2017-11-17 21:41:30 - Category: Posts - [Why is training important for a multifamily property company?](https://gracehill.com/blog/training-important-multifamily-property-company/): Why is training important for a multifamily property company? What if there were a single asset you could invest in that paid dividends in no fewer than three budgetary areas? You’d make the investment, right? Well, training is that asset.… ------------------------- # What is the best certification for an apartment supplier? > If you are a multifamily property supplier with a year or more of experience, the Certified Apartment Supplier (CAS) certification is ideal for you. CAS is a great way to establish a better understanding of your property management clients. Why… Full Content: If you are a multifamily property supplier with a year or more of experience, the Certified Apartment Supplier (CAS) certification is ideal for you. CAS is a great way to establish a better understanding of your property management clients. Why become CAS certified?   [caption id="attachment_1249" align="alignright" width="500"] Differentiate yourself from other property suppliers with CAS certification. CAS certification helps to demonstrate your commitment to your property management clients.[/caption] Attract more clients CAS certification differentiates you from other property suppliers. It demonstrates a commitment to understanding the needs of your property management clients. Completing the process required to earn a CAS certification shows you are dedicated to helping property managers with their everyday challenges. CAS covers: Applicant screening, leasing contracts, and move-ins Rent collection, lease renewal, the move-out process, lease termination, and eviction Property management systems and their functions Strengthen existing client relationships CAS certification gives you a better appreciation of the responsibilities and goals of property managers, making you more effective at solving their problems and helping them reach their goals. You’ll learn about: Addressing property and environmental hazards and crime Analyzing property financial operations and underperformance Monitoring property performance to achieve an owner’s investment goals Maximizing net operating income Who is right for CAS certification? The only requirement to enter the CAS certification process is 12 months’ experience in the multifamily property industry. It serves as a great introduction for newer members of the industry or a career booster for those with more experience.   Right now, you can receive 20% off any Visto purchase until 12.31.2017 by using the code “VISTO20” at checkout. Don’t wait! Find out how you can become CAS certified. Important notes: - Published on: 2017-11-15 22:51:30 - Category: Posts - [What is the best certification for an apartment supplier?](https://gracehill.com/blog/best-certification-for-an-apartment-supplier/): If you are a multifamily property supplier with a year or more of experience, the Certified Apartment Supplier (CAS) certification is ideal for you. CAS is a great way to establish a better understanding of your property management clients. Why… ------------------------- # Training Tip of the Week: Practicing Compliance > Grace Hill Training Tip of the Week Practicing Compliance Can you imagine how delighted you’d be if all of your employees were compliance experts?  Studies of top performers in music, chess, and sports point to the importance of practice in… Full Content: Grace Hill Training Tip of the Week Practicing Compliance Can you imagine how delighted you’d be if all of your employees were compliance experts?  Studies of top performers in music, chess, and sports point to the importance of practice in the development of expertise. With most skills in life, if you want to be great, you have to practice. But how does one practice compliance?    As trainers, we sometimes fall into the “check the box” mindset. We are happy when all employees take their fair housing or harassment training once a year. Deep down, though, we know it takes more than that to be really good at compliance. It takes practice.   How can you create meaningful compliance practice initiative? Here are some tips!   [caption id="attachment_1227" align="alignright" width="300"] Creating a recurring monthly training scenario will help your learners to retain and transfer compliance lessons to their jobs.[/caption] Make a practice plan. Create an initiative around compliance practice. For example, create monthly compliance refreshers where employees get a few scenario-based questions to answer. Build a course in Vision X to deliver and score the questions. Create a little competition and make it fun. Set up a simple leaderboard or acknowledge participating employees in a company-wide email or with a few words at a team meeting. You might be surprised what some healthy competition can do.   Focus on meaningful, relevant scenarios. Use realistic scenarios and decisions that employees will encounter on the job. Making the practice scenarios relevant will ensure employees don’t feel they are wasting their time. Use your experience to generate real scenarios, but also scan HUD, EEOC or state agency websites for important compliance news, recent claims and court decisions. These are great for developing scenarios.   [caption id="attachment_1224" align="alignleft" width="300"] Learners tend to succeed when allowed to practice in a safe, low-stakes environment.[/caption] Create a safe space. In job training contexts, practice allows learners to succeed or fail in a safe, low-stakes environment. When presenting practice activities to employees, don’t penalize them for getting things wrong. People need to feel like they can try and fail without being afraid of consequences or feeling bad.  Let them know that practice is low stakes because the high stake part is on the job!   Practicing compliance strategies will not only keep things fresh in employees’ minds, but will allow them to apply their knowledge to novel situations in order for them to go beyond memorization to understanding.  This is when you will start to see behaviors change on the job, which is what training is all about. Important notes: - Published on: 2017-11-14 22:52:43 - Category: Posts - [Training Tip of the Week: Practicing Compliance](https://gracehill.com/blog/training-tip-week-practicing-compliance/): Grace Hill Training Tip of the Week Practicing Compliance Can you imagine how delighted you’d be if all of your employees were compliance experts?  Studies of top performers in music, chess, and sports point to the importance of practice in… ------------------------- # Strengthen Your Sexual Harassment Policy > Strengthen Your Sexual Harassment Policy Since January of this year, the DOJ has recovered over $1 million for victims of sexual harassment in housing.   [caption id="attachment_1208" align="alignright" width="400"] Prevent sexual harassment claims with a strong anti-harassment policy.[/caption] The Justice… Full Content: Strengthen Your Sexual Harassment Policy Since January of this year, the DOJ has recovered over $1 million for victims of sexual harassment in housing.   [caption id="attachment_1208" align="alignright" width="400"] Prevent sexual harassment claims with a strong anti-harassment policy.[/caption] The Justice Department (DOJ) recently announced a new initiative to combat sexual harassment against women in housing. This initiative is a signal that a strong anti-harassment policy is more important than ever. Follow these guidelines to create a policy that helps prevent costly harassment claims.   Be detailed about prohibited behaviors Ensure that company policies and training clearly address and prohibit the many aspects of sexual harassment, including talking about sex with tenants or coworkers and making sexual exchanges (quid pro quo).   Encourage employees to come forward A Kansas multifamily housing company recently settled with the DOJ for $365,000 plus additional procedural requirements when several of its employees engaged in hostile sexual conduct and conditioning housing benefits in exchange for sexual favors. In cases like this one, in which multiple employees are engaging in sexual harassment, it is likely that the behavior was witnessed by other employees. Create a policy that encourages employees to report any sexual harassment they are aware of. Additionally, your policy should offer multiple options for how and to whom to report the behavior and specifically prohibit retaliation.   Operate as though remedial measures have already been taken An owner and manager of multiple rental properties in Michigan recently settled with the DOJ for $150,000 over sexual harassment allegations, including offering housing benefits for sexual favors, threatening to adversely react to those who objected to his behavior, and engaging in unwanted touching. As part of the settlement agreement, the Justice Department may engage in compliance testing at any of the properties, among other remedial measures.   It is not uncommon that in addition to hefty fines, a settlement includes remedial measures such as policy correction, additional training, and, as in the case above, compliance testing. Had these measures been taken earlier, the unlawful behavior and costly repercussions might have been avoided.   What would you do differently if your property was subject to random compliance testing, as the property above is? Proactively ensuring that your policies and operations would pass any such test can help you avoid costly legal actions in the future.   You can read more about the latest cases affecting sexual harassment housing law in Vantage Pro, our monthly compliance reporting for Platinum Vision clients. Important notes: - Published on: 2017-11-13 18:10:09 - Category: Posts - [Strengthen Your Sexual Harassment Policy](https://gracehill.com/blog/strengthen-sexual-harassment-policy/): Strengthen Your Sexual Harassment Policy Since January of this year, the DOJ has recovered over $1 million for victims of sexual harassment in housing.   [caption id="attachment_1208" align="alignright" width="400"] Prevent sexual harassment claims with a strong anti-harassment policy.[/caption] The Justice… ------------------------- # Training Tip of the Week: Evaluate Your Training Plan Step-by-Step > Grace Hill Training Tip of the Week How to Evaluate the Effectiveness of Your Compliance Training Plan Step-by-Step   This is the sixth and final post in a series about how to measure the effectiveness of your compliance training program.… Full Content: Grace Hill Training Tip of the Week How to Evaluate the Effectiveness of Your Compliance Training Plan Step-by-Step   This is the sixth and final post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 2, Part 3, Part 4 and Part 5 in the series for more helpful information.   Over the past few weeks, we’ve discussed components of a good training evaluation plan. Collectively, the information gathered shines light on what is and isn’t working in your compliance training. Even if an evaluation doesn’t show positive results, it is successful if it provides the information you need to make things better.    [caption id="attachment_1196" align="alignright" width="416"] Evaluate the effectiveness of your training program by measuring implementation, learning, reactions, transfer and performance results.[/caption] Let’s review! Measure implementation. Did employees complete the training? You don’t want to conclude that training didn’t work when, in fact, the issue was that employees didn’t complete the training, or didn’t complete it with fidelity.   Measure learning. Did employees master the training’s learning objectives?  If employees can’t demonstrate they grasp what’s been taught, it is very unlikely they will be able to apply the training content on the job. Measure reactions. Did employees like the training and feel they benefitted from it? Buy-in will increase likelihood that training will continue to be implemented with fidelity. Measure transfer. Do employees use what they learned in training on the job? Training is not likely to affect performance if employees don’t apply what they’ve learned in their day-to-day work.   The last piece of the puzzle is to measure performance results. Does the training improve job performance and positively impact your business? Here are some tips for measuring performance results.   Identify one or more outcome metrics. What tangible results do you expect from training? Will instances of non-compliant behavior (e.g., harassment) be reduced? Will accident or claims rates stay at or below a benchmark? Aim to impact outcomes that are important to your company, your employees, and your bottom line.   [caption id="attachment_1197" align="alignleft" width="416"] Evaluating the effectiveness of your training program can be costly and time-consuming, but it's key to knowing training goals are being met.[/caption] Assign a dollar value to each metric. Quantify the benefits of training in a meaningful way. Imagine you determine that, on average, it costs your company $2000 in management time to handle a single harassment complaint.  If training reduces complaints by 3 a year, the impact is about $6000.  Putting results in dollars and cents is compelling. Align metrics and accountability. Ideally, key metrics you want training to impact are metrics employees are already held accountable for achieving. Having this type of alignment signals that the metrics are important, and also makes sure your training and your employees are working towards the same goals. Leverage existing metrics. Instead of creating a new metrics and measurement tools, first see if you can leverage metrics you are already collecting. This will minimize strain on you, and your busy managers and employees. Measuring performance results is likely to be the most costly and time-consuming part of your evaluation plan. However, showing impact on metrics that are important to your business, and assigning a dollar value to incremental improvements on those metrics, can help make a very compelling case for training. Finally, build in time to review the results of what you find as you measure each component. Feed that information back into improvement plans to increase the impact of your compliance training over time and get the most out of our training evaluation efforts.   Important notes: - Published on: 2017-11-09 17:17:48 - Category: Posts - [Training Tip of the Week: Evaluate Your Training Plan Step-by-Step](https://gracehill.com/blog/training-tip-week-evaluate-training-plan-step-step/): Grace Hill Training Tip of the Week How to Evaluate the Effectiveness of Your Compliance Training Plan Step-by-Step   This is the sixth and final post in a series about how to measure the effectiveness of your compliance training program.… ------------------------- # Training Tip of the Week: Transfer Lessons to Your Job > Grace Hill Training Tip of the Week Measuring Training Effectiveness: Transferring Lessons to Your Job   This is the fifth post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 2, Part 3 and Part… Full Content: Grace Hill Training Tip of the Week Measuring Training Effectiveness: Transferring Lessons to Your Job   This is the fifth post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 2, Part 3 and Part 4.   [caption id="attachment_1171" align="alignright" width="300"] The ability of an employee to successfully apply what was learned in training to his or her job is called transfer.[/caption] The great hope of training is that it results in behavior changes that improve employees’ job performance and ultimately positively impact your business. The ability of an employee to successfully apply what was learned in training to his or her job is called transfer. To successfully transfer lessons learned in training to an employee's activity on the job is the ultimate goal of training.   In this series on measuring training effectiveness we’ve looked at measuring implementation (Did employees complete the training?), learning (Did employees master the learning objectives?), and reaction (Did employees find the training valuable and feel they benefitted from it?).   [caption id="attachment_1086" align="alignleft" width="300"] To help reinforce new learnings, consider a post-training plan that focuses on measuring and supporting transfer of what they've learned.[/caption] But how do you measure what happens in the weeks and months after training? Employees may leave training excited about transferring new skills to their job, but when back on the job it is easy to get caught up in the day-to-day and fall into old habits. To guard against this, consider a post-training plan that focuses on both measuring and supporting transfer.   Here are some tips for a post-training plan to gather information on how employees are using strategies learned in training and simultaneously create an environment that supports and reinforces transfer. To measure use of strategies learned in training, leverage mechanisms you already have in place.  Instead of creating a new set of measurement tools, think about aligning existing performance review forms, mystery shops, or observation protocols with training.  This allows you to gather information without putting extra tasks on the busy managers and employees. Use informal tools to measure and support transfer. [caption id="attachment_1173" align="alignright" width="300"] By positioning training as ongoing, rather than a one-time event, learnings are more apt to stay fresh in their minds as they are regularly reinforced.[/caption]  Regular, structured discussions between managers and employees can provide insights into implementation of training strategies. They are also an opportunity to signal that the things addressed in training are important, and to offer support to employees who are having trouble applying what they learned on the job. Hold employees accountable for behaviors in addition to outcomes. It is common to track outcome such as leasing rates, customer satisfaction scores or incident/claims rates. Think about also holding people accountable for the behaviors that influence those outcomes. For example, choose a few observable strategies from training, and make them an element of performance reviews. Position training as ongoing, rather than a one-time event. Think about a post-training plan that regularly reviews job aids or key points from training to ensure things stay fresh in employees’ minds. Consider running employees through practice scenarios to help show or reinforce the application of skills in real-life scenarios.   For many learners, applying what they learned in training will take ongoing encouragement and reinforcement. Having a post-training plan in place to measure and support the use of strategies learned in training will increase the likelihood of transfer, and ultimately the overall impact of your training. Important notes: - Published on: 2017-11-01 16:11:02 - Category: Posts - [Training Tip of the Week: Transfer Lessons to Your Job](https://gracehill.com/blog/training-tip-week-transfer-lessons-job/): Grace Hill Training Tip of the Week Measuring Training Effectiveness: Transferring Lessons to Your Job   This is the fifth post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 2, Part 3 and Part… ------------------------- # The Power of Video Mystery Shopping > Video mystery shopping provides visual evidence of curb appeal and model home condition, as well as employee appearance, demeanor and conversation with the customer. It's a powerful teaching tool and eliminates "he said, she said" responses to performance evaluations. Here's real… Full Content: Video mystery shopping provides visual evidence of curb appeal and model home condition, as well as employee appearance, demeanor and conversation with the customer. It's a powerful teaching tool and eliminates "he said, she said" responses to performance evaluations. Here's real footage from a video mystery shop: The Power of Video Mystery Shopping from Grace Hill. Video mystery shopping is one of many options that can help evaluate a person or team's performance on the job. You may choose from a variety of shops when ordering, including in-person, online, phone, and video shops. With Mystery Shopping, post-assessment training is automatically assigned utilizing Grace Hill's best-in-class training courseware. Assessments and training course assignments are stored and tracked to complete the employee training loop. Learn more about Mystery Shopping now from Grace Hill. Important notes: - Published on: 2017-10-26 15:56:44 - Category: Posts - [The Power of Video Mystery Shopping](https://gracehill.com/blog/power-video-mystery-shopping/): Video mystery shopping provides visual evidence of curb appeal and model home condition, as well as employee appearance, demeanor and conversation with the customer. It's a powerful teaching tool and eliminates "he said, she said" responses to performance evaluations. Here's real… ------------------------- # Training Tip of the Week: Gather Learner Feedback > Grace Hill Training Tip of the Week Measuring Training Effectiveness: Gathering Learner Feedback   [caption id="attachment_1105" align="alignright" width="300"] Bottom line: You want to know if your training program is working. Employee feedback is one of the best ways to know… Full Content: Grace Hill Training Tip of the Week Measuring Training Effectiveness: Gathering Learner Feedback   [caption id="attachment_1105" align="alignright" width="300"] Bottom line: You want to know if your training program is working. Employee feedback is one of the best ways to know what is and is not working for them.[/caption] This is the fourth post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 2, Part 3 and Part 5.   Building a good compliance training evaluation plan is all about accumulating evidence to help you answer the question: Is the training working?   You could just measure impact on the ultimate performance metric: Have you gone a year without a fair housing claim? Have internal harassment complaints decreased? But, if you don’t see an impact, you will want information about what went wrong so you can fix it.   In a past post, we covered measuring implementation. You don’t want to conclude that training didn’t work when, in fact, the issue was that people didn’t complete the training, or didn’t complete it with fidelity. We also covered measuring learning. If employees can’t demonstrate they grasp what’s been taught, it is very unlikely they will be able to apply the training content on the job.   It is also important to gather information on employees’ reactions to the training.  Did employees find the training valuable and feel they benefitted from it? This kind of learner buy-in is particularly important in compliance training. Here are some tips for measuring this aspect of your compliance training.   Go beyond “did you like it” questions. Understanding whether employees liked the training is important, and is something most training administrators already think to ask. Here are a couple questions that are often overlooked, but you may want to consider asking learners.   [caption id="attachment_1103" align="alignright" width="300"] Do employees understand the legal ramifications of the issues the training covers?[/caption] How valuable did you find the training? This gets to the heart of why many employees do not complete training or apply themselves during training. When learners understand the value of training, they are more likely to start, complete, and invest time and mental effort - all the things we want them to do. If you find learners aren’t seeing the value, address this by explicitly talking about the value of the learning opportunity in training.   How confident are you that you can implement the strategies you learned in training? Even if learners understand what they are supposed to do after training, there may be some practical barriers to doing those things, such as lack of time, resources or supporting processes. Follow-up questions about what the barriers to implementation are will help you understand how you can better support people in applying strategies learned in training on the job.   [caption id="attachment_1104" align="alignleft" width="300"] Capture feedback through a variety of ways, and offer options to give both a quick review and more detailed feedback.[/caption] Gather feedback in multiple ways. Online surveys are great tools for gathering feedback on training. However, think about complementing surveys with informal chats or one-on-one feedback sessions.  Sometimes discussing the training over a a cup of coffee will get you the best insights. The key thing here is to have a plan. Map out your conversations to get a good sampling of people in a variety of roles and locations, and ask a standard set of questions so you get a critical mass of information in key areas.   Gathering information on multiple aspects of training will help you tease out weak spots and target your improvement efforts.  Understanding the extent to which learners see the value in training and whether there are practical barriers to using the strategies on the job will give you important insights into things you can address to improve the overall effectiveness of your compliance training. Important notes: - Published on: 2017-10-24 17:37:18 - Category: Posts - [Training Tip of the Week: Gather Learner Feedback](https://gracehill.com/blog/training-tip-week-gather-learner-feedback/): Grace Hill Training Tip of the Week Measuring Training Effectiveness: Gathering Learner Feedback   [caption id="attachment_1105" align="alignright" width="300"] Bottom line: You want to know if your training program is working. Employee feedback is one of the best ways to know… ------------------------- # What is the best certification for a property manager? > What is the best certification for a property manager? If you are a multifamily property manager with a year or more of experience, the Certified Apartment Manager (CAM) certification is ideal for you. CAM is a great way to build your career… Full Content: What is the best certification for a property manager? If you are a multifamily property manager with a year or more of experience, the Certified Apartment Manager (CAM) certification is ideal for you. CAM is a great way to build your career and achieve your performance goals. Why become CAM certified? Become more desirable to employers CAM certification differentiates you from other property managers. It demonstrates excellence in the field and a strong commitment to multifamily property management as a career. Completing the process required to earn a CAM certification shows you have the knowledge and ability to successfully manage an apartment community.   Perform at a higher level CAM certification gives you a more in-depth understanding of the processes necessary to achieve owner investment goals and make your community run at peak levels. You’ll master: Resident retention and the maintenance of a positive company image Analysis of the property’s financial operations with corrective actions for underperformance Positive resident service and issue resolution Comprehensive marketing plans Maximizing net operating income Get the best out of your employees As a property manager, your success depends on the success of the personnel you manage. CAM certification gives you the skills to help your employees thrive. You’ll learn: Recruitment, hiring, orientation and training of high-caliber employees Sales team management and product readiness Systematic employee evaluation Who is right for CAM certification? The only requirement to enter the CAM certification process is 12 months’ experience as a property manager or assistant property manager. But whether you have one year of experience or twenty, CAM certification will help you take your career to the next level.   Right now, you can receive 20% off any Visto purchase until 12.31.2017 by using the code "VISTO20" at checkout. Don't wait! Find out how you can become CAM certified. Important notes: - Published on: 2017-10-23 13:09:12 - Category: Posts - [What is the best certification for a property manager?](https://gracehill.com/blog/best-certification-for-a-property-manager/): What is the best certification for a property manager? If you are a multifamily property manager with a year or more of experience, the Certified Apartment Manager (CAM) certification is ideal for you. CAM is a great way to build your career… ------------------------- # Training Tip of the Week: Creating Effective Learning Assessments > Grace Hill Training Tip of the Week Measuring Training Effectiveness: Creating Effective Learning Assessments   [caption id="attachment_1086" align="alignright" width="300"] Measuring what employees have learned and retained is key to making sure they can use their learnings as they perform the… Full Content: Grace Hill Training Tip of the Week Measuring Training Effectiveness: Creating Effective Learning Assessments   [caption id="attachment_1086" align="alignright" width="300"] Measuring what employees have learned and retained is key to making sure they can use their learnings as they perform the responsibilities of their job.[/caption] This is the third post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 2, Part 4 and Part 5.   Last week we covered tips for measuring training implementation. But every trainer knows that it isn’t enough to just complete compliance training. The point is for employees to learn and retain information, and apply what they learned on the job. If employees can’t demonstrate they grasp what’s been taught, it is very unlikely they will be able to apply the training to their jobs. With that goal in mind, here’s a short guide to developing learning assessments for your compliance training.   Start with good learning objectives. Learning objectives are succinct statements of the key things learners should know and be able to do as a result of instruction. Take time to craft your learning objectives; they will drive your assessments and instructional strategies. Focus on important behaviors, not minutiae. For example, do you want learners to “Identify the year HUD issued guidance on working with people with limited English proficiency.”?  Or, do you really want them to “Apply strategies to comply with HUD’s guidelines and avoid discrimination against people with limited English proficiency.”? Building your assessments from meaningful, performance-based learning objectives facilitates a more coherent and effective experience for your learners.   [caption id="attachment_1087" align="alignleft" width="300"] A well-crafted question will help you to identify what the learner knows.[/caption] Write good questions. Well-crafted questions ensure that responses truly reflect what the learner knows, rather than something else (e.g., the item was confusing, there were two correct answers, etc.). Here are a few tips for writing good questions: Each question should measure a specific learning objective, and should match the performance described in the objective Wording should be clear and simple, and free of extraneous information, jargon and acronyms Questions should not exhibit bias based on gender, ethnicity, disability, geography, etc. Make sure multiple-choice questions have only one correct answer. All distractors should be plausible, and should reflect errors that people who don’t know the content would make Use scenario-based questions that model real situations the learner will encounter on the job. Use your own experience or look at HUD claims or EEOC filings to get ideas for relevant, meaningful scenarios   [caption id="attachment_1088" align="alignright" width="300"] Reviewing data can help you to weed out bad questions over time, improving the accuracy of the information you get from your assessments.[/caption] Use data to improve your learning measures over time. There are technical ways to understand whether learning assessments are functioning well or not – we won’t get into those here. Even without technical know-how, you can (and should) use data to improve your assessments. For example, periodically look at the questions a majority of learners get wrong. Is there something tricky about the question? Are there two plausible right answers? If so, fix the question. Weeding out bad questions over time will help you improve the accuracy of the information you get from learning assessments.   Assessment writing is complex, but being thoughtful about the basics will go a long way in helping you measure how well your compliance training is working. Start with good learning objectives, craft clear and meaningful questions that are closely aligned with learning objectives, and use data to improve your assessments over time, and you will begin on firm footing. Important notes: - Published on: 2017-10-17 20:29:33 - Category: Posts - [Training Tip of the Week: Creating Effective Learning Assessments](https://gracehill.com/blog/creating-effective-learning-assessments/): Grace Hill Training Tip of the Week Measuring Training Effectiveness: Creating Effective Learning Assessments   [caption id="attachment_1086" align="alignright" width="300"] Measuring what employees have learned and retained is key to making sure they can use their learnings as they perform the… ------------------------- # 5 Must-Have Features for a Mystery Shop Program > Mystery shopping can be a great way to measure and improve employee performance at your property. But if your mystery shopping program doesn’t offer you all the transparency and customization features available now, you’re not getting your money’s worth. To… Full Content: Mystery shopping can be a great way to measure and improve employee performance at your property. But if your mystery shopping program doesn’t offer you all the transparency and customization features available now, you’re not getting your money’s worth. To get the most out of the mystery shop experience, make sure you choose a program that offers all of these features: Guaranteed Shop Timeframe Mystery shop programs can be slow to perform the shop--and worse, they can keep you in the dark about when you can expect it. Choose a mystery shop program that clearly states and guarantees the timeframe in which the shop will occur. Status Transparency At any point in the mystery shop process, you should be able to quickly and easily view the status of your requested shop (“ordered,” “scheduled,” “report being compiled,” “report delivered,” etc.). A good mystery shop program allows you to order shops, track their progress, view the completed shop and see any auto-assigned courses based on the employee score—all in one centralized location. Custom Testing Capability Not all properties have the same expectations and priorities for employee performance. Your mystery shop should test for the specific experience you want your guests to have. You should be able to customize testing points and questions to reflect that experience. This capability has the further benefit of making it harder for employees to anticipate and “perform to” the test, leading to more accurate scoring. Score Adjustment Flexibility Again, because expectations and priorities for employee performance differ among properties, scoring should adjust with those differences. Choose a mystery shop program that is open to adjusting scores when an evaluation point does not align with your priorities, for instance when an employee loses points for following a guideline you specifically require. Training Integration For any mystery shop program to improve employee performance, it must be integrated into a training program designed to remedy the specific weaknesses identified during testing. When a mystery shop has been completed, employees should be automatically enrolled in the appropriate training and development courses, with no effort required on your part. Grace Hill’s integrated mystery shopping program offers an honest, in-depth look at how your people and teams are performing and provides the exact training needed to improve performance – from essential compliance to enhanced professional skills. To see the program in action, contact us today.   Important notes: - Published on: 2017-10-16 14:35:27 - Category: Posts - [5 Must-Have Features for a Mystery Shop Program](https://gracehill.com/blog/5-must-have-features-for-a-mystery-shop-program/): Mystery shopping can be a great way to measure and improve employee performance at your property. But if your mystery shopping program doesn’t offer you all the transparency and customization features available now, you’re not getting your money’s worth. To… ------------------------- # Training Tip of the Week: Training Program Implementation > Grace Hill Training Tip of the Week Measuring Training Effectiveness: Training Program Implementation   [caption id="attachment_1067" align="alignright" width="300"] Before abandoning your training strategy, make sure that learners are completing all necessary steps as they are designed to be completed.[/caption] This… Full Content: Grace Hill Training Tip of the Week Measuring Training Effectiveness: Training Program Implementation   [caption id="attachment_1067" align="alignright" width="300"] Before abandoning your training strategy, make sure that learners are completing all necessary steps as they are designed to be completed.[/caption] This is the second post in a series about how to measure the effectiveness of your compliance training program. Read Part 1, Part 3, Part 4 and Part 5.   Once I had a nagging running injury and was prescribed physical therapy. In addition to sessions two  times a week, the physical therapist gave me stretches to do daily, on my own.  Weeks went by and the injury still nagged. Frustrated, I told the physical therapist, “this isn’t working.”   She asked if I was doing the stretches every day. After moment of thought, I told her I was doing the stretches almost every day. “Well,” she said, “we can’t say the stretches don’t work if you aren’t actually doing them.” Ok, so she had a point.   Something similar can happen with training. As trainers or administrators, we don’t see results and we get frustrated. We scrap what we’re doing for something new. But what we often don’t investigate first is, are people actually completing training, and are they completing it in the way it was designed to be completed?   Measuring training implementation is the low hanging fruit of compliance training evaluation, but it is also one of the most important things to measure. Here are some things to consider.   [caption id="attachment_1068" align="alignright" width="300"] Diligently track employee training via both your LMS and in-person training activities.[/caption] What’s Your Denominator?   When tracking compliance training completion, absolute numbers are useful, but percentages are more informative. It is generally more useful to know that 100% of people completed training than it is to know that 136 people completed training. Always track who is supposed to have completed training, so you have your denominator.   Meticulously Track Participation If you use online training, make sure employees are in the system correctly and that your LMS allows you to track training completion and retrieve the data at the employee level. Use a sign-in sheet for in-person training, and take roll call on a webinar. Always track the date training was completed.   [caption id="attachment_1069" align="alignleft" width="300"] Collecting and evaluating compliance training implementation data helps to ensure you don't get dragged down the wrong path when attempting to correct an issue or concern.[/caption] Go beyond Participation - Track Implementation   In an ideal world, what are all the things a person would do to complete training the way you designed it? Is there a follow-up assignment to an online training module? Is there a role play activity during an in-person training? List these things out and track who did them. This will help you know how many people completed the training with fidelity. If your evaluation doesn’t show the results you’d hoped, maybe it isn’t that the stuff isn’t working, maybe it is that people aren’t doing all the stuff.   Collecting compliance training implementation data guards against drawing wrong conclusions about effectiveness. You don’t want to conclude that  training didn’t work when, in fact, the issue was that people didn’t complete the training, or didn’t complete it with fidelity. In compliance this is particularly important. Should you ever need to defend your training, the more you know about who did what and when, the better off you’ll be.   Next up, we’ll look at some basic tips for measuring learning in compliance training. Important notes: - Published on: 2017-10-10 21:10:18 - Category: Posts - [Training Tip of the Week: Training Program Implementation](https://gracehill.com/blog/training-program-implementation/): Grace Hill Training Tip of the Week Measuring Training Effectiveness: Training Program Implementation   [caption id="attachment_1067" align="alignright" width="300"] Before abandoning your training strategy, make sure that learners are completing all necessary steps as they are designed to be completed.[/caption] This… ------------------------- # Training Tip of the Week: How to Measure Compliance Training Effectiveness > Grace Hill Training Tip of the Week Measuring Training Effectiveness: How to Tell If  Your Program Works [caption id="attachment_1042" align="alignright" width="300"] Measure the effectiveness of your compliance training program using these five simple steps.[/caption] The holy grail of compliance training… Full Content: Grace Hill Training Tip of the Week Measuring Training Effectiveness: How to Tell If  Your Program Works [caption id="attachment_1042" align="alignright" width="300"] Measure the effectiveness of your compliance training program using these five simple steps.[/caption] The holy grail of compliance training questions: Is the training working? This is the first post in a series about how to measure the effectiveness of your compliance training program. Read Part 2, Part 3, Part 4 and Part 5.   Being able to answer the question, "Is my compliance training program working?" requires thoughtful planning, but it doesn’t have to be complicated. Breaking it down can help, so over the next few weeks we’ll provide a series of tips for structuring a good compliance training evaluation plan.   It may help to think about your plan in the five components below. Each one represents an important program evaluation pillar. Collectively, the information will help you understand what’s working and what isn’t so you can target improvements to your compliance training over time. Even if an evaluation doesn’t show positive results, it is a success if it provides the information you need to make things better.   Implementation Did employees complete the training? Collecting this data guards against drawing wrong conclusions about effectiveness. You don’t want to say training didn’t work when, in fact, the issue was that employees didn’t complete the training, or didn’t complete it with fidelity.   Learning Did employees learn the content taught in the training? This provides information on effectiveness of the instruction itself.  If employees can’t demonstrate they grasp what’s been taught, it is very unlikely they will be able to apply the training content on the job.   Reaction Did employees like the training and feel they benefitted from it? Buy-in will increase likelihood that training will continue to be implemented with fidelity. This is particularly important in compliance training.   Transfer Do employees use the strategies on which they were trained on the job? Even if employees demonstrate learning mastery (above), key metrics will not be affected if behaviors aren’t changed.   Performance Results Does using the strategies result in improved on-the-job performance? The primary goal of training is to improve job performance. This is typically one of the more difficult things to measure, but also arguably the most important.   Before you start planning against these components, it is important to answer this question regarding each of your compliance training programs: What does success look like? Is it that all employees take training on time? Is it also that instances of non-compliant behavior (e.g., harassment) are reduced, or that accident rates or claims rates are at or below a benchmark? Taking the time to articulate your success metrics up front will pay off greatly as you create and implement your evaluation plan.   Sneak preview… Next week, we’ll look more closely at how to measure training implementation! Important notes: - Published on: 2017-10-03 14:51:14 - Category: Posts - [Training Tip of the Week: How to Measure Compliance Training Effectiveness](https://gracehill.com/blog/how-to-measure-effectiveness-compliance-training/): Grace Hill Training Tip of the Week Measuring Training Effectiveness: How to Tell If  Your Program Works [caption id="attachment_1042" align="alignright" width="300"] Measure the effectiveness of your compliance training program using these five simple steps.[/caption] The holy grail of compliance training… ------------------------- # Training Options for Individual Rental Property Owners > Introducing New Training Options for Individual Rental Owners [caption id="attachment_1018" align="alignright" width="300"] Property owners and their teams need to keep up with ever-changing compliance guidelines.[/caption] As an independent property owner, you need great compliance and skills training for your team.… Full Content: Introducing New Training Options for Individual Rental Owners [caption id="attachment_1018" align="alignright" width="300"] Property owners and their teams need to keep up with ever-changing compliance guidelines.[/caption] As an independent property owner, you need great compliance and skills training for your team. You also need training to be simple, affordable for your needs, and convenient. Grace Hill recently expanded training options for independent rental property owners.   Meet Visto: a one-stop shop for online property management credentials and essential training. We’ve added new courseware just for independents, and we’re offering you a great discount to try it out. IROP Online: The Independent Rental Owner Professional Credential [caption id="attachment_1019" align="alignright" width="300"] Ensure your team is following the latest FHA guidelines when showing and renting properties.[/caption] This new online course is built for rental owners who manage their personally-held multifamily property or properties. Learn the many business practices of professional property managers. Grace Hill Training Essentials: On-Demand & A La Carte Courses Now you can get a la carte access to Fair Housing and other Grace Hill compliance and skills courses for you and your team members. Buy courses one at a time with your credit card and pay as you go. Bulk Purchases for Deep Discounts [caption id="attachment_1025" align="alignright" width="300"] Buy courses one at a time with your credit card and pay as you go. Buy in bulk to receive a discount.[/caption] You can also pre-buy more than 10 courses on Visto to max out savings on your training program. The more you buy, the more you save. We’ll send you course tokens your team members can redeem for immediate online training whenever they are ready. Just fill out the form below this post if you’re interested in talking about buying in bulk, and we'll get back to you. Try it today with a 20% discount off of everything in the store. Just type in IRO20 in the Voucher field in your shopping cart for 20% off any purchase. (Discount good until 11/1/2017!)   Finally, training your team is simple, convenient, and affordable. Check out GoWithVisto.org, and let us know what you think. Submit the demo form below to have a rep contact you with more information. Important notes: - Published on: 2017-09-26 19:07:11 - Category: Posts - [Training Options for Individual Rental Property Owners](https://gracehill.com/blog/training-options-for-individual-rental-property-owners/): Introducing New Training Options for Individual Rental Owners [caption id="attachment_1018" align="alignright" width="300"] Property owners and their teams need to keep up with ever-changing compliance guidelines.[/caption] As an independent property owner, you need great compliance and skills training for your team.… ------------------------- # Training Tip of the Week: Changing Compliance Laws > Keeping up with Compliance [caption id="attachment_1024" align="alignright" width="300"] Ever-changing compliance news is a challenge to keep up with.[/caption] One of the trickiest things about compliance training is keeping up with changing compliance laws, rules, and regulations. You can create a… Full Content: Keeping up with Compliance [caption id="attachment_1024" align="alignright" width="300"] Ever-changing compliance news is a challenge to keep up with.[/caption] One of the trickiest things about compliance training is keeping up with changing compliance laws, rules, and regulations. You can create a great compliance course, assign it to your learners or set a date for training, and a month later, it needs to be updated. This can feel like an endless, overwhelming cycle. To help, here are some practical tips for managing the ever-changing compliance world.   Make a plan. In compliance training, change is a given. Since you know it is coming, build change into your plans. Make a plan to update training regularly. Have processes in place and resources set aside so you aren’t repeatedly scrambling for time or budget. Identify a mechanism to get information out quickly (for example, an email or an alert in the LMS) if something critical comes up between scheduled training updates.   [caption id="attachment_1023" align="alignleft" width="300"] Training people to always anticipate change regarding compliance laws is key.[/caption] Make “change” a big idea in training. “The world of compliance is ever-evolving” is a fundamental concept that is important for learners to understand. Providing learners with big ideas like this equips them with a framework around which they can learn in a coherent way. Make “change” a theme in your compliance training and revisit it periodically. This may help learners better understand and appreciate the importance of engaging in regular compliance training.   Be proactive. To avoid surprises and the scrambling that inevitably results, block time on your calendar every week or two to scan HUD, EEOC or state agency websites for important compliance news.  Set up a Google alert, or something similar. Subscribe to key email lists and newsletters. Sorting through the information takes time, but planning it into your schedule and leveraging technology will make it a more manageable task.   Retain an expert. If you have the resources, retaining an expert such as a law firm for legal compliance or a CPA for compliance with the tax code is very useful. Work with them to identify priority issues so you aren’t overwhelmed with information you may not need. Have them create short summaries of why the change in law, rule, or regulation or other information is important to your business specifically.   As a trainer, your work is never done.  This is one of the most challenging aspects of your job, but it can also one of the most invigorating.  Actively managing the changing world of compliance can help you be ready for whatever the compliance world throws your way. Important notes: - Published on: 2017-09-25 18:50:21 - Category: Posts - [Training Tip of the Week: Changing Compliance Laws](https://gracehill.com/blog/training-tip-week-keep-compliance/): Keeping up with Compliance [caption id="attachment_1024" align="alignright" width="300"] Ever-changing compliance news is a challenge to keep up with.[/caption] One of the trickiest things about compliance training is keeping up with changing compliance laws, rules, and regulations. You can create a… ------------------------- # Training Tip of the Week: Segmenting Information > Let’s Break It Down   Think for a moment about all the ways you break things down to make them more manageable, or even possible. You don’t tackle a major project in a single day. Instead, you break it down… Full Content: Let’s Break It Down   Think for a moment about all the ways you break things down to make them more manageable, or even possible. You don’t tackle a major project in a single day. Instead, you break it down into a project plan with weekly tasks. You don’t save for retirement all in one year. Rather, you set aside money over time. You don’t eat a bar of fancy chocolate in one bite. Instead, you use the handy pre-cut squares to savor it piece-by-piece. Segmenting information in order to process it better and recall it more easily is similar.    It is good to think about training content in a similar way. It is beneficial to break content up, let the learner take a piece, digest it, and come back for more when he or she is ready.   This is called segmenting. It sounds fancy, but segmenting just means presenting material in manageable chunks.   What are the benefits of segmenting training content? Smaller pieces let learners process and understand one thing before tackling the next. This makes the learner’s cognitive workload more manageable, which frees up space to put things into long-term memory. As trainers, long-term memory is just where we want that content to go. Practically speaking, segmenting helps learners fit training into a busy schedule. A series of 15-minute trainings are generally easier to fit into a busy multifamily professional’s schedule than sitting for a 2-hour course.   There are lots of opportunities to segment content.    [caption id="attachment_994" align="alignright" width="300"] Breaking information into modules helps it to be more easily understood and recalled later.[/caption] Break courses into modules. Think of these as mini-courses. Consider using a standard structure: an overview with clear learning objectives, content, practice and a quiz. A key thing is to make each module feel coherent, with a clear beginning and end.   Break modules into topics or sections. Like chapters in a book, these are simple, logical groupings of the module content. This allows the learner to get the lay of the land (like a table of contents) and progress through the module content in manageable pieces.   In lessons, break complex demonstrations or explanations into shorter parts. Rather than show a 2-minute demonstration on closing the sale straight through, break it up into bite-size parts. Show one strategy in each part, then let the learner pause, reflect, review and move to the next part when he or she is ready.   How big is a manageable chunk? Right now, there isn’t much research on how large or small a segment should be. Simply use your judgement and experience. The point is to break down complex things into smaller parts to lighten the load on the learner.   It is hard to learn when feeling overwhelmed, or like the training is moving faster than our brains or schedules can handle. Segmenting, at many levels of training, can help break things down and free up the space to let real learning happen. Important notes: - Published on: 2017-09-19 17:32:57 - Category: Posts - [Training Tip of the Week: Segmenting Information](https://gracehill.com/blog/training-tip-week-segmenting/): Let’s Break It Down   Think for a moment about all the ways you break things down to make them more manageable, or even possible. You don’t tackle a major project in a single day. Instead, you break it down… ------------------------- # Property Management Companies Report High Employee-to-Trainer Ratios > Property Management Companies Report High Employee-to-Trainer Ratios   In a recent survey of property management companies, Grace Hill asked how many dedicated training employees the company has. Here are the results broken down by number of employees. Zero Dedicated Trainers… Full Content: Property Management Companies Report High Employee-to-Trainer Ratios   In a recent survey of property management companies, Grace Hill asked how many dedicated training employees the company has. Here are the results broken down by number of employees. Zero Dedicated Trainers One of the most surprising revelations was the overwhelming number of companies that work without a single dedicated training employee. Any training that is conducted is handled by an employee or employees with additional responsibilities. Even among companies with as many as 140 employees, the majority had 0 dedicated trainers. Not until the companies reached 700 or more employees did “0 trainers” stop being the largest single category reported for number of trainers. Other Responsibilities When asked what other responsibilities trainers have, the majority response was Operations, followed by Human Resources, and Marketing. "Training is just one hat I wear." Based on these results, it’s not surprising that most trainers also reported “Training is just one hat I wear” as their biggest challenge to being successful. Opportunity Employee-to-trainer ratios represent a significant opportunity for property management companies. Because training has such a big impact on employee performance, employee satisfaction, turnover rates, customer satisfaction, compliance risk and overall profitability, an investment in dedicated trainers, especially in larger organizations, more than pays for itself. To speak with a Grace Hill rep about how Vision can help maximize trainers' time and the effectiveness of their organization's training program, schedule a demo now with the signup form below. Important notes: - Published on: 2017-09-12 21:10:01 - Category: Posts - [Property Management Companies Report High Employee-to-Trainer Ratios](https://gracehill.com/blog/property-management-companies-report-high-employee-to-trainer-ratios/): Property Management Companies Report High Employee-to-Trainer Ratios   In a recent survey of property management companies, Grace Hill asked how many dedicated training employees the company has. Here are the results broken down by number of employees. Zero Dedicated Trainers… ------------------------- # Overviews – A Powerful Learning Tool > Grace Hill Training Tip of the Week: Overviews -  A Powerful Learning Tool   How often do you go on a long road trip without pulling up a navigation app on your phone? These days, probably not often. It is… Full Content: Grace Hill Training Tip of the Week: Overviews -  A Powerful Learning Tool   How often do you go on a long road trip without pulling up a navigation app on your phone? These days, probably not often. It is uncomfortable to not know where you are going or where you are in relation to the world around you.   Also think for a moment about what gets you in the car for that road trip. What makes you power through fatigue or bad weather? Usually, it is knowing that something important or fun is at the end of your journey.   These ideas also apply to learners. They are likely to feel more comfortable with a map showing what lies ahead, and orienting them to the big picture. And, when they understand the importance of the destination, or the learning opportunity before them, they are more likely to invest the effort to start and complete training.   This is where the overview comes in. It is a powerful learning tool that can get your learners ready to learn, and motivate them to persist even when training is… less than exciting.   An overview is a short introduction with the components shown below. It doesn’t have to be complicated. The examples show simple ways you might approach each component for a course on Fair Housing Law.   Connects the upcoming content to the big picture. “Fair housing is not just another set of rules, it is essential to the expansion of civil rights in the United States.” Activates relevant prior knowledge. “Remember the seven protected classes under the FHA?  They are race, color, national origin, religion, sex, familial status and disability status.” Explains why achieving the learning objectives will benefit the learner. “Discriminating against a person based on their membership in a protected class is unlawful. Learning how to avoid discriminatory practices can keep you and your community out of legal trouble, and will make your community a welcoming place for all customers.” Clarifies the learning goals. “In this course, you will learn the forms of discrimination that are prohibited by law and strategies to perform your job consistently with the laws.” Outlines the learner experience. “This course should take about 30 minutes.  At the end, you will take a 10-question quiz. You must view all the content and pass the quiz to pass the course. You can exit the course any time and resume where you left off when you return.”   Overviews are your “hook.” Be creative and jazz them up! Consider simple motion graphics or animation. There are free animation tools for novices available – give one a try. Or, use a live video to make a personal connection with learners. Consider telling a story, having an important person in your company co-present, or make it interactive and ask learners to share relevant experiences.   Try an overview in the next training you develop or deliver. You just might find it helps your learners get where they need to go. Important notes: - Published on: 2017-09-10 15:12:58 - Category: Posts - [Overviews – A Powerful Learning Tool](https://gracehill.com/blog/overviews-powerful-learning-tool/): Grace Hill Training Tip of the Week: Overviews -  A Powerful Learning Tool   How often do you go on a long road trip without pulling up a navigation app on your phone? These days, probably not often. It is… ------------------------- # Credentials Offer Different Benefits to Different Employees > Credentials Offer Different Benefits to Different Employees As we said in our earlier credentials blog post, property management industry employee credentials are more important than ever. But the benefits of credentials and the motivations for pursuing them vary depending on the… Full Content: Credentials Offer Different Benefits to Different Employees As we said in our earlier credentials blog post, property management industry employee credentials are more important than ever. But the benefits of credentials and the motivations for pursuing them vary depending on the role. Suppliers, who represent the largest volume of credentialed employees in the industry, typically pursue credentialing to enable new client acquisition. For them, the CAS credential could mean the ability to charge a premium. Corporate credential-seekers are typically looking to enhance their career trajectory / secure promotion with credentials like CPM, CAM, CAPS, and ARM. Maintenance employees look to credentials to validate competence and enhance reputation and employability with a CAMT credential. Other onsite leasing staff, including office and administrative support, as well as other sales-related occupations, use credentialing to break into property mana gement roles and build relationships with other industry participants. Property managers pursue credentials like CPM to secure new positions / responsibilities, and typically are better compensated once credentialed. Regardless of the role, credentials improve opportunities for employees in the property management industry. As one senior HR manager from a company of 88,000 units told Grace Hill, “People in the field recognize the value of credentials. It opens doors outside of your current organization, and upward movement within.”   Read about more industry trends and forecasts in our new Market Report: Growth and Complexity. Explore your credentialing options with Visto.   Important notes: - Published on: 2017-09-07 19:58:04 - Category: Posts - [Credentials Offer Different Benefits to Different Employees](https://gracehill.com/blog/property-management-credentials-by-role/): Credentials Offer Different Benefits to Different Employees As we said in our earlier credentials blog post, property management industry employee credentials are more important than ever. But the benefits of credentials and the motivations for pursuing them vary depending on the… ------------------------- # Training Tip of the Week: Free or Low-Cost Training Incentives > Low-Cost Incentives to Increase Training Completion We all know the value of training. For companies, it can reduce risk and increase the bottom line. For employees, it provides valuable job skills and opportunities for career advancement (but sometimes that is… Full Content: Low-Cost Incentives to Increase Training Completion We all know the value of training. For companies, it can reduce risk and increase the bottom line. For employees, it provides valuable job skills and opportunities for career advancement (but sometimes that is not enough of a training incentive). For customers, good employee training improves their experience and overall satisfaction.   Human Nature Isn't Always Logical But human nature is a funny thing. Even when we know something is good for us, we don’t always make the time or effort to do it. Did you eat five servings of fruits and vegetables yesterday? Did you get the recommended amount of exercise last week? Understanding the benefits of healthy habits doesn’t make it easier to fit them into our busy lives.   The same goes for training. As with diet and exercise, some people are naturally motivated to do what’s good for them. In the training world, these are your superstars – the people you never have to beg to complete training. And then there are the rest of us, who need an external nudge to complete training on time (or maybe at all).   [caption id="attachment_1013" align="alignnone" width="840"] Try these low-cost training incentives that work.[/caption] Incentives Can Move Training to the Top of Their List Incentives can be an effective way to get employees to move training to the top of their priority list. When you hear “incentives,” you might see dollar signs. The reality is that most of us don’t have the budget for, or even the authority to spend money on, incentives. However, things with monetary value aren’t the only way to incentivize people. Here are some low-cost incentives that can help increase your training participation rates.  [caption id="attachment_964" align="alignright" width="300"] Even a simple handwritten note can make a positive impact.[/caption] Create competition. Set up a simple leaderboard on the intranet, in your LMS, or even through email. You might be surprised what a little healthy competition can do. Publicly acknowledge accomplishments. Send a company-wide email, write a newsletter blurb, or say a few words at a team meeting congratulating people who completed training or attained a certain score. Praise effort. Don’t forget the people who completed training a day late, or failed their first attempt. Praising their effort in a handwritten note, a personal email, or swinging by to encourage them face-to-face can be just the motivation they need to keep going. As you put together a low-cost incentive plan, here are some additional things to keep in mind. What people need to do to get on a leaderboard or be acknowledged should be attainable. Creating too many hoops to jump through may negatively impact motivation. Update leaderboards often, and don’t wait for the annual retreat to acknowledge people. Too much time between meeting the goal and getting the reward could lessen the impact of the incentive. Finally, resist the urge to try a whole bunch of new incentives at once. Rather, try one at a time, use the strategy for a while, then look at data to see if it seems to have impacted training rates. Being as systematic as possible will help you find which low-cost strategies work so you can spend your time and effort on things that really make a difference. Important notes: - Published on: 2017-09-06 14:28:46 - Category: Posts - [Training Tip of the Week: Free or Low-Cost Training Incentives](https://gracehill.com/blog/weekly-training-tip-1-low-cost-incentives-increase-training-completion/): Low-Cost Incentives to Increase Training Completion We all know the value of training. For companies, it can reduce risk and increase the bottom line. For employees, it provides valuable job skills and opportunities for career advancement (but sometimes that is… ------------------------- # How strong is your training program? > Ever wonder how your company training program stacks up against the competition?   Your training program has a huge impact on the overall success of your organization, including employee performance, employee satisfaction, turnover rates, customer satisfaction, compliance risk – and,… Full Content: Ever wonder how your company training program stacks up against the competition?   Your training program has a huge impact on the overall success of your organization, including employee performance, employee satisfaction, turnover rates, customer satisfaction, compliance risk – and, ultimately, profitability. Few changes you can make in an organization impact so many different areas.   What makes a training program strong?   The success of your training program depends on multiple factors: a company culture that prioritizes training; adequate resources, including time, expense, manpower, and technology; effective utilization; and consistent measurement. When a property management company is at the top of its market, it’s a good indication that most of these factors are present.   What can you do to improve your training program?   You can’t always control every part of training, but improving a few key areas can bring about major results. The first step is conducting an honest assessment of where you stand currently.   Take our property management training quiz to find out how effective your program is compared to others in the industry. Important notes: - Published on: 2017-08-31 13:13:10 - Category: Posts - [How strong is your training program?](https://gracehill.com/blog/how-strong-is-your-training-program/): Ever wonder how your company training program stacks up against the competition?   Your training program has a huge impact on the overall success of your organization, including employee performance, employee satisfaction, turnover rates, customer satisfaction, compliance risk – and,… ------------------------- # New Market Report: Trends Affecting Growth and Complexity in Property Management >   New Market Report: Trends Affecting Growth and Complexity in Property Management   The multifamily property management industry is experiencing an unprecedented period of growth. To identify the factors contributing to this growth and explore what the future holds for property… Full Content:   New Market Report: Trends Affecting Growth and Complexity in Property Management   The multifamily property management industry is experiencing an unprecedented period of growth. To identify the factors contributing to this growth and explore what the future holds for property management companies, we conducted a study of current market trends. Our latest industry report contains our findings, including:   Why so many people today are opting to rent   Demographic shifts and a preference for renting are leading more and more people to choose multifamily properties over home ownership. We look at the factors influencing those shifts and how likely they are to continue in the future.   How property management roles have become more complex   As the industry grows, increasing demands are being placed on property managers. We identify the new responsibilities and challenges property managers are encountering.   What role technology plays in the future success of property companies   To compete in this new, more complex landscape, multifamily property companies are increasingly turning to technological resources. We examine how technology is helping organizations keep up with the increased demands of administration, training and compliance assurance.   Important notes: - Published on: 2017-08-21 14:18:18 - Category: Posts - [New Market Report: Trends Affecting Growth and Complexity in Property Management](https://gracehill.com/blog/market-report-growth-and-complexity-in-property-management/):   New Market Report: Trends Affecting Growth and Complexity in Property Management   The multifamily property management industry is experiencing an unprecedented period of growth. To identify the factors contributing to this growth and explore what the future holds for property… ------------------------- # Ten Adult Learning Principles Grace Hill Courseware Applies > With the increasing demands and time constraints of today’s property managers, companies are turning to on-demand learning for their employee training needs. It’s more important than ever that the online training they use is specially designed for the way adults… Full Content: With the increasing demands and time constraints of today’s property managers, companies are turning to on-demand learning for their employee training needs. It’s more important than ever that the online training they use is specially designed for the way adults learn best. In addition to having every course module able to be completed in just 15-20 minutes, here are the main adult learning principles we used to develop our new courseware. Learning objectives are clearly stated at the beginning. Knowing what skills they’re going to learn up front helps employees focus on what is most important when taking in new information. Assessments match objectives. Whatever you’re trying to teach, that’s what you should be testing on. You want to make sure learners will be able to apply the skills you want them to learn. Opportunities are provided for ungraded practice. Practice activities that provide feedback without being graded are very important for adult learning. Real-life examples are used. One of the most effective ways to teach a skill is through real-life examples from the industry you’re in. Information matches knowledge components. When it comes to job performance, adults only need to learn what they’re going to apply. “Nice to know” information should be minimized and important information highlighted. Courses use multimedia to illustrate learning principles. Multimedia is a major component of online learning. Whether it’s animation, video, or voice narration, courseware that includes multimedia is much more user-friendly than static courseware. Overviews explain the value of the content. Adult learners like to know what they can expect to learn, why it matters, and how long it will take. Most of our new courses include a video overview, which is especially effective for communicating value. Content promotes motivation. Adults are no different than any other learner when it comes to motivation. They need a positive tone, and they need to make sure their success is attributed to the effort they’ve put in. When content is challenging, it should be acknowledged. Mastering complex concepts is a source of pride for learners. Courseware is easy to navigate. Location and progress within a course should always be visible. Styles for format and functionality should be consistent. The number of clicks learners have to make should be minimized. Content, guidance and learner control are personalized. An important principle of adult learning is that learning is personalized. Once a learner has been evaluated on a subject, for example, they should only be offered more of the material they struggled with. Important notes: - Published on: 2017-08-16 05:46:44 - Category: Posts - [Ten Adult Learning Principles Grace Hill Courseware Applies](https://gracehill.com/blog/ten-adult-learning-principles/): With the increasing demands and time constraints of today’s property managers, companies are turning to on-demand learning for their employee training needs. It’s more important than ever that the online training they use is specially designed for the way adults… ------------------------- # Survey Finds Custom Training Content a Top Need for Property Management Companies > Survey Finds Custom Training Content a Top Need for Property Management Companies   A recent survey conducted by Grace Hill found that one of the top needs for property management companies is custom training content. Survey participants ranked “content specifically… Full Content: Survey Finds Custom Training Content a Top Need for Property Management Companies   A recent survey conducted by Grace Hill found that one of the top needs for property management companies is custom training content. Survey participants ranked “content specifically tailored to employees’ needs” their second highest training need, second only to “fast, easy, effective on-boarding training.” The survey reveals that companies are increasingly looking for more tailored and relevant training content that matches the specific needs of their diverse employee groups.   In addition, 39% of Training Administrators surveyed reported “developing content that meets the needs of the company” the contribution they are most proud of. However, 58% do not currently upload content into their learning management system (LMS), despite content development being a top area of pride. Clearly, using custom content in their LMS is a major opportunity for property management companies.   Even on-boarding training (the top need cited by survey participants) can benefit from customization. While fast initiation into such essential subjects as safety and compliance is critical to effective on-boarding, so is an introduction to specific company policies and procedures. On-boarding is the best time to familiarize employees with property-specific information and practices. And in an industry with turnover rates as high as 19% (for leasing professionals) a good onboarding process is critical.   For more insights into the training practices, challenges and opportunities of the property management industry, download the full 2017 Multifamily Training Benchmark Report. Important notes: - Published on: 2017-08-07 04:04:54 - Category: Posts - [Survey Finds Custom Training Content a Top Need for Property Management Companies](https://gracehill.com/blog/custom-training-content/): Survey Finds Custom Training Content a Top Need for Property Management Companies   A recent survey conducted by Grace Hill found that one of the top needs for property management companies is custom training content. Survey participants ranked “content specifically… ------------------------- # Recent Discrimination Rulings That Could Put You at Risk of FHA violations > Cases involving FHA violation can be costly and time-consuming. Add to that, it can be challenging to keep up with ever-changing compliance regulations and relevant court rulings, but doing so is necessary in order to avoid making costly mistakes. Fortunately,… Full Content: Cases involving FHA violation can be costly and time-consuming. Add to that, it can be challenging to keep up with ever-changing compliance regulations and relevant court rulings, but doing so is necessary in order to avoid making costly mistakes. Fortunately, Grace Hill works closely with Haynsworth Sinkler Boyd P.A. (HSB) to monitor emerging compliance topics for multifamily property managers. Here are two recent rulings with big implications for property managers.   Gender Identity and/or Sexual Orientation Discrimination The US District Court in Colorado recently determined that discrimination against applicants based on gender identity and/or sexual orientation constitutes discrimination under the FHA.   The Court heard a case where a family made up of two married lesbian women, one of whom is transgender, and two children was denied housing at a rental property. The family was denied as applicants for the townhouse because of their “unique relationship” and because, according to the landlord, they have “kept a low profile” and “want to continue it” that way.   The court ruled in favor of the couple, finding that denial of their application based on failure to conform to gender stereotypes constituted discrimination based on gender under the FHA. However, the court declined to specifically find that discrimination based on gender identity is sex discrimination under the FHA, mainly due to procedural reasons.   How to Protect Your Property Make sure written policies advise employees not to treat applicants or tenants any differently based on gender identity or sexual orientation.   Train all employees, particularly leasing agents, how to avoid discriminating based on gender identity or sexual orientation. This includes educating them on potential scenarios in which they might discriminate unknowingly.   Prohibiting Children is Discrimination Against Families   The FHA makes it unlawful to discriminate against families with children, including denying or limiting housing to families because they have children under the age of 18, making discriminatory statements, and imposing rules or policies that discriminate against families with children.   In a recent case, a property company in Kansas terminated a resident’s lease when she asked if her grandchild, whom she had recently obtained custody of, could be added to the lease. The property manager allegedly told the resident that the owner “doesn’t want kids on the property.”   The outcome of the case was that HUD charged the property owners, operator, and office manager with violating the FHA.   How to Protect Your Property State in written policies that it is not possible to lawfully ensure a child-free property and that employees should not, through action or comment, convey the desire for one.   Inform all employees of the above facts and train them to avoid imposing any limitations on children in their leasing procedures as well as in any behavioral regulations they impose on tenants.   Want More? We share the most relevant compliance updates with Vision Platinum customers each month in The Vantage Pro and quarterly for all Vision customers in The Vantage. We also incorporate that information into our Compliance Plus courseware regularly, so your people and teams are always being trained on the latest, emerging compliance topics. Schedule a demo below to learn more.   Important notes: - Published on: 2017-08-01 16:44:02 - Category: Posts - [Recent Discrimination Rulings That Could Put You at Risk of FHA violations](https://gracehill.com/blog/recent-discrimination-rulings-put-risk-fha-violations/): Cases involving FHA violation can be costly and time-consuming. Add to that, it can be challenging to keep up with ever-changing compliance regulations and relevant court rulings, but doing so is necessary in order to avoid making costly mistakes. Fortunately,… ------------------------- # Top 5 Features to Look for in Property Management Training > Property management training is essential, but it’s only worthwhile if employees actually grasp and retain the material. For the most effective training, look for all these features: Compact Course Modules On-the-job training means constant stops and starts. To compensate for… Full Content: Property management training is essential, but it’s only worthwhile if employees actually grasp and retain the material. For the most effective training, look for all these features: Compact Course Modules On-the-job training means constant stops and starts. To compensate for frequent distractions, courseware should be broken up into easily-digested modules of no more than 20 minutes. When employees can complete a full concept in one sitting, retention is vastly increased. Live Voice and Video Training doesn’t do any good if employees are bored or distracted while they’re taking it. The most effective courseware uses dynamic images, voice narration, and video to hold employee interest and reinforce important concepts through visual and auditory learning. Practice Elements and Quizzes The best way to ensure your employees understand and remember what they’re learning is to have them practice and test. Look for training that incorporates frequent knowledge assessments—and that allows you to monitor their performance on those assessments. Comprehensive Catalog Online training should address all key areas of property management, such as safety, compliance, sales, customer service, and maintenance, with lessons for leasing agents, property managers, and maintenance technicians. Up-to-date Compliance Information Compliance training is critical for helping property management companies avoid the substantial risks of noncompliance. But a compliance program is only as good as it is current. Regulations are constantly changing, and the courseware must be continually updated to reflect the latest changes. If your training doesn’t give you all these features, chances are your employees aren’t really learning from it. Find out how the newest generation of Grace Hill courseware uses the latest learning science to engage employees and improve learning outcomes.   Important notes: - Published on: 2017-05-25 15:51:38 - Category: Posts - [Top 5 Features to Look for in Property Management Training](https://gracehill.com/blog/top-5-features-to-look-for-in-property-management-training/): Property management training is essential, but it’s only worthwhile if employees actually grasp and retain the material. For the most effective training, look for all these features: Compact Course Modules On-the-job training means constant stops and starts. To compensate for… ------------------------- # Realync ROI Calculator – Claude Test > realync A Grace Hill Company What's the ROI in Realync? See how peer operators convert more prospects into leases using Realync's video engagement platform. Configure your portfolio Operator type Mixed Fee manager Owner / manager Select your operator category Total… Full Content: realync A Grace Hill Company What's the ROI in Realync? See how peer operators convert more prospects into leases using Realync's video engagement platform. Configure your portfolio Operator type Mixed Fee manager Owner / manager Select your operator category Total properties Used to find comparable peer operators Benchmarking against peers with 123-228 properties Peer operator benchmarks Prospects using Realync tours - Application rate lift - Lease rate lift - Rate comparison - without vs. with Realync Application rate Without Realync- With Realync- - Lease rate (engaged) Without Realync- With Realync- - Your estimated results ROI Summary Application rate improvement- Lease rate improvement- Avg prospects on Realync tours- Operator type analyzed- Ready to see real results for your portfolio?Talk to a Realync expert about unlocking your ROI. Request a Demo → * Results are calculated from aggregated Grace Hill client data. Comparable operators are selected within ±30% of your property count. If fewer than 2 peers are found in that range, all operators of that type are used. Actual results may vary based on your specific market, team, and Realync implementation. Important notes: - Published on: 2026-05-06 15:27:13 - Category: Pages - [Realync ROI Calculator – Claude Test](https://gracehill.com/realync-roi-calculator-claude-test/): realync A Grace Hill Company What's the ROI in Realync? See how peer operators convert more prospects into leases using Realync's video engagement platform. Configure your portfolio Operator type Mixed Fee manager Owner / manager Select your operator category Total… ------------------------- # Marketing Calculator – Annual and Save Savings > [Calculator id='6'] * Average # of Properties for Grace Hill Clients** Most common combination of Annual Mystery Shops Full Content: [Calculator id='6'] * Average # of Properties for Grace Hill Clients** Most common combination of Annual Mystery Shops Important notes: - Published on: 2024-04-04 17:09:21 - Category: Pages - [Marketing Calculator – Annual and Save Savings](https://gracehill.com/marketing-calculator-annual-and-save-savings/): [Calculator id='6'] * Average # of Properties for Grace Hill Clients** Most common combination of Annual Mystery Shops ------------------------- # Employee Turnover Cost Calculator > [Calculator id='1'] 1 The average rental housing employee turnover rate is 32.72 The average cost per hire is $4700 Full Content: [Calculator id='1'] 1 The average rental housing employee turnover rate is 32.72 The average cost per hire is $4700 Important notes: - Published on: 2023-11-03 12:08:22 - Category: Pages - [Employee Turnover Cost Calculator](https://gracehill.com/employee-turnover-cost-calculator/): [Calculator id='1'] 1 The average rental housing employee turnover rate is 32.72 The average cost per hire is $4700 ------------------------- # Calculators > This is the code for the employee calculator [[Calculator id='1']] [Calculator id='1'] This is the code for the employee calculator [[Calculator id='2']] [Calculator id='2'] 1 https://www.naahq.org/employee-engagement 2 https://www.zippia.com/advice/cost-of-hiring-statistics-average-cost-per-hire/) Full Content: This is the code for the employee calculator [[Calculator id='1']] [Calculator id='1'] This is the code for the employee calculator [[Calculator id='2']] [Calculator id='2'] 1 https://www.naahq.org/employee-engagement 2 https://www.zippia.com/advice/cost-of-hiring-statistics-average-cost-per-hire/) Important notes: - Published on: 2023-10-02 11:14:18 - Category: Pages - [Calculators](https://gracehill.com/calculators/): This is the code for the employee calculator [[Calculator id='1']] [Calculator id='1'] This is the code for the employee calculator [[Calculator id='2']] [Calculator id='2'] 1 https://www.naahq.org/employee-engagement 2 https://www.zippia.com/advice/cost-of-hiring-statistics-average-cost-per-hire/) ------------------------- # ROI Calculator – Test > Realync ROI Calculator Loading data.. Failed to load data. Please refresh the page or contact support. Operator Type 🏢 Select operator type Fee Manager Mixed Owner/Manager Total Properties # ⚠️ No data available for this operator type and property range.… Full Content: Realync ROI Calculator Loading data.. Failed to load data. Please refresh the page or contact support. Operator Type 🏢 Select operator type Fee Manager Mixed Owner/Manager Total Properties # ⚠️ No data available for this operator type and property range. Try adjusting your inputs. Your ROI Results Avg % Prospects Sent Realync -- Avg Application Rate Without Realync -- Avg Application Rate With Realync -- Avg Increase in Application Rate -- Avg Lease Rate Without Realync -- Avg Lease Rate With Realync -- Avg Increase in Lease Rate -- Calculate ROI Reset Note: Results based on 0 matching client(s) with properties in the range of --. ℹ️ Limited data for 0 properties. Expanded search range to -- properties to provide results. ℹ️ No data available for 0 properties. Showing results for the nearest available data: 0 properties. Important notes: - Published on: 2026-05-11 13:31:29 - Category: Pages - [ROI Calculator – Test](https://gracehill.com/roi-calculator-test/): Realync ROI Calculator Loading data.. Failed to load data. Please refresh the page or contact support. Operator Type 🏢 Select operator type Fee Manager Mixed Owner/Manager Total Properties # ⚠️ No data available for this operator type and property range.… ------------------------- # Cycle of Improvement Cost Savings Calculator > [Calculator id='9'] Based on National Average Turn Cost of $4000 provided by Multifamily Insiders. (Includes estimates for lost rent, maintenance/repairs, personnel, and marketing costs) Full Content: [Calculator id='9'] Based on National Average Turn Cost of $4000 provided by Multifamily Insiders. (Includes estimates for lost rent, maintenance/repairs, personnel, and marketing costs) Important notes: - Published on: 2024-12-04 15:42:24 - Category: Pages - [Cycle of Improvement Cost Savings Calculator](https://gracehill.com/cycle-calculator/): [Calculator id='9'] Based on National Average Turn Cost of $4000 provided by Multifamily Insiders. (Includes estimates for lost rent, maintenance/repairs, personnel, and marketing costs) ------------------------- # Resident Turnover Savings Calculator > [Calculator id='2'] 1 The average resident turnover rate is 46.9 2 Losing a resident costs an average of $4000 per unit Full Content: [Calculator id='2'] 1 The average resident turnover rate is 46.9 2 Losing a resident costs an average of $4000 per unit Important notes: - Published on: 2023-10-24 09:22:33 - Category: Pages - [Resident Turnover Savings Calculator](https://gracehill.com/resident-turnover-savings-calculator/): [Calculator id='2'] 1 The average resident turnover rate is 46.9 2 Losing a resident costs an average of $4000 per unit ------------------------- # Careers – Grace Hill > Are you ready for your next adventure? At Grace Hill, our mission is simple: To help owners and operators elevate property performance and improve employee performance with industry-leading training, policy, and assessment solutions. If you have a passion for technology… Full Content: Are you ready for your next adventure? At Grace Hill, our mission is simple: To help owners and operators elevate property performance and improve employee performance with industry-leading training, policy, and assessment solutions. If you have a passion for technology and love helping customers succeed, we should talk.  Why Work at Grace Hill? Remote First Well-Subsidized Healthcare Generous Time Off 100% Paid Maternity and Parental Leave 401K Savings Plan, HSA, FSA Free Employee Assistance Program Our Values Better Together We cultivate collaboration and thrive on teamwork and cooperation. We embrace diverse perspectives, experiences, and talents. We really are better together. Commit to Performance Elevating performance for our customers is what we do, and elevating performance for our employees is how we do it. We adjust, tweak, and refine to improve individually and collectively. 100% Customer-Centric Our success is directly tied to our customers' success. We listen to our customers' needs, work to understand their businesses, and aim to solve their most difficult challenges. "First I was a customer, then a partner and now I'm a proud employee. I feel valued, appreciated and encouraged. Working at Grace Hill has allowed me the opportunity to share my passion for people, where I get to use my knowledge and skills to impact our customers, my team and the apartment industry." Stephanie Anderson Senior Director, Communications & Social Media "Grace Hill's community-driven team has been instrumental in empowering my career path and advocating for my growth. They consistently invest in the development and training of employees, resulting in a more motivated and successful workplace to thrive in." Tia Calvin Kimbrough Product & Content Marketing Manager "Grace Hill is more than a workplace, it's a dynamic team where every opinion is respected. This unique culture of inclusivity and adaptability allows me to shine brightly, bringing my unique knowledge to the fore. I am not confined, but rather inspired to shape my own path and contribute meaningfully to our collective success." Efron Landau Survey Project Manager Want to learn more about Grace Hill Solutions? Connect with a member of our team now to learn more about our products and solutions. Request a Demo Important notes: - Published on: 2023-04-26 12:56:35 - Category: Pages - [Careers – Grace Hill](https://gracehill.com/careers/): Are you ready for your next adventure? At Grace Hill, our mission is simple: To help owners and operators elevate property performance and improve employee performance with industry-leading training, policy, and assessment solutions. If you have a passion for technology… ------------------------- # Partnerships – Grace Hill > Grace Hill Partnerships Together, we can drive performance, expand our reach, and create a greater impact in the real estate industry. Become a Partner Ways We Partner We work with a wide range of partners to create more value for… Full Content: Grace Hill Partnerships Together, we can drive performance, expand our reach, and create a greater impact in the real estate industry. Become a Partner Ways We Partner We work with a wide range of partners to create more value for our customers and the industries we serve. Whether you're looking to integrate technology, expand your reach, or collaborate on content and thought leadership, our partnership programs are designed to support meaningful, mutually beneficial relationships. Select a partnership type below to learn more and see our current partners. Training Partner Program Integration Partnerships Survey Partner Program Referral/Reseller Partnerships Thought Leadership and Marketing Partnerships Content Creation Partnerships Training Partner Program The Training Partner Program brings together Grace Hill and industry partners to deliver high-quality training content for free to Grace Hill Training customers. Industry partners' online courses support technology adoption, reduce onsite turnover, and drive better outcomes for our customers. Through free and paid partnership options, partners gain exposure to Grace Hill's training audience, co-marketing opportunities, and increased adoption of their solutions within the Grace Hill Training product. The Training Partner Program is designed to ensure consistent, up-to-date training while creating shared value for partners, clients, and onsite teams across the multifamily industry. Get To Know Our Training Partners EliseAI's property-management platform uses industry-leading conversational AI to automate leasing, maintenance, payments, and resident support across text, email, voice, and chat-boosting lead conversion, lowering operating costs, and giving multifamily teams and renters instant, 24/7 assistance through a centralized CRM. PetScreening is the leader in holistic pet management, streamlining pet policies, ensuring adherence to assistance animal regulations, and facilitating an easy process for managing pets in rental properties. Learn more. Snappt is an AI-powered applicant trust platform for the multifamily industry, establishing trust in rental applications by detecting application fraud and verifying income, identity, and rental history through connected payroll, bank, and proprietary data sources. Integration Partnerships Through strategic technology integrations, Grace Hill offers clients seamless access to partner solutions within our products or pushes customer data to the partner solutions they prefer. Through Realync, Grace Hill integrates with leading multifamily CRMs, schedulers, and listing sites. Next Previous Survey Partner Program Grace Hill's Survey Partner Program connects survey clients with innovative solutions that directly address areas of improvement identified through resident and tenant feedback across multifamily and commercial real estate portfolios. Partners gain visibility across thousands of surveyed properties through property brochures, inclusion in survey results materials, and thought leadership opportunities tied to insights from the Kingsley Index. This program creates a closed-loop ecosystem where survey insights inform action, partners deliver solutions, and clients improve satisfaction, retention, and overall asset performance. Get To Know Our Survey Partners Zark offers flexible parking solutions designed to enhance resident satisfaction and streamline parking management at your multifamily property. Whether you need to optimize short-term parking, offer long-term options, or improve enforcement, Zark provides the tools you need to create a more harmonious, ZarkABLE community experience. "Zark has provided us with an affordable, quick, and convenient way to offer residents a parking solution, and our communities are happier for it!" Mike Clow Executive Director at Greystar "Parking can be a very contentious challenge in multifamily, so MG was excited to offer an automated parking solution that puts the choice in the residents' hands. Empowering and allowing residents to reserve unused parking spaces for themselves, guests, or their service providers has provided significant benefits. This on demand 24/7 service has allowed residents flexible parking opportunities, saving valued time for our on-site associates, and improved on-line reputation." Charla Neta Regional Vice President at MG Properties EliseAI's property-management platform uses industry-leading conversational AI to automate leasing, maintenance, payments, and resident support across text, email, voice, and chat-boosting lead conversion, lowering operating costs, and giving multifamily teams and renters instant, 24/7 assistance through a centralized CRM. "EliseAI has been a game-changer for our teams, streamlining communication and enhancing the customer experience in ways we couldn't have imagined. The platform not only saves time for our associates but also ensures that every customer receives a timely and personalized response, driving higher engagement and satisfaction." Taryn Silva Vice President Learning and Development at Mill Creek Residential "EliseAI isn't replacing our teams - it enhances their capabilities. Leasing agents can now focus on meaningful resident interactions, outreach marketing, and community engagement, knowing routine follow-ups are reliably handled." Brandon Thomsen Vice President Marketing at Haley Residential Maintenance Response TimeCommercial Real Estate Partner Building Engines, a JLL company, improves operations and performance across the world's most successful commercial real estate (CRE) portfolios. Our customers increase building efficiency, deliver the best tenant experience, and tap into transformative insights with Prism - the industry's most innovative and powerful property management technology platform. Security/Access ControlMultifamily Partner Gatewise delivers smart, seamless access control for multifamily communities, upgrading legacy systems without high costs. Our mobile-based solution makes entry effortless while keeping access fully traceable. Package DeliveryMultifamily Partner Fetch completely removes the burden of resident package management from multifamily teams. We store packages offsite and deliver directly to residents' doors - no lockers, rooms, or software to manage. The result? Zero onsite workload, reclaimed time, and happier residents. Maintenance SatisfactionMultifamily Partner HappyCo centralizes multifamily maintenance with AI-powered software and 24/7 remote technicians. The platform unifies inspections, work orders, and asset management, delivering real-time insights and automated workflows. Serving 5.5M+ units, HappyCo helps operators cut after-hours calls by 60%, achieve 90% same-day completion, and sustain industry-leading 1:170 unit-to-technician ratios. Take a self-guided tour of HappyCo, on your terms. Referral/Reseller Partnerships Grace Hill uses referral agreements where we introduce qualified leads, partners run the sales process, and Grace Hill earns a revenue share. We will also set up referral agreements for partners to refer prospects to Grace Hill. In select cases, we also enter into reseller or syndication agreements to distribute partner content or solutions through Grace Hill platforms. "We are beyond excited to offer the industry's largest maintenance training catalog to Grace Hill customers. 1000+ hours of simulation-based, industry-certified courses served up through our friendly mobile app. The #1 Maintenance APP with the #1 Multifamily LMS. Everyone wins, especially residents!" Ruchir Shah CEO at SkillCat Thought Leadership and Marketing Partnerships Grace Hill's thought leadership and marketing partnerships focus on co-branded education and industry insights. These partnerships include joint webinars, content, event sponsorships, and visibility. The goal is to help customers act on insights while strengthening industry collaboration and brand trust. Next Previous Content Creation Partnerships Grace Hill engages in content creation partnerships where partners develop high-quality training or thought leadership content for distribution on Grace Hill platforms. These partnerships focus on improving customer adoption, consistency, and education. Content partners collaborate with Grace Hill on quality standards, updates, and co-marketing to maximize customer value. Looking to partner with Grace Hill? Fill out the form below to learn more. Important notes: - Published on: 2023-05-17 12:11:47 - Category: Pages - [Partnerships – Grace Hill](https://gracehill.com/partnerships/): Grace Hill Partnerships Together, we can drive performance, expand our reach, and create a greater impact in the real estate industry. Become a Partner Ways We Partner We work with a wide range of partners to create more value for… ------------------------- # Protected: Protected: Gated Page Test > Test Gated Page Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nullam posuere dolor eget ornare euismod. Suspendisse mollis lacus quis nibh pulvinar, id ultrices mi lobortis. Proin aliquet velit et condimentum pretium. Donec id lacinia lectus, sed venenatis quam.… Full Content: Test Gated Page Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nullam posuere dolor eget ornare euismod. Suspendisse mollis lacus quis nibh pulvinar, id ultrices mi lobortis. Proin aliquet velit et condimentum pretium. Donec id lacinia lectus, sed venenatis quam. Vivamus cursus diam a metus posuere malesuada. Mauris sodales cursus aliquam. Donec pharetra, elit sit amet laoreet venenatis, urna purus fringilla leo, eget maximus enim velit eget eros. Pellentesque porttitor, turpis et tristique molestie, ante lacus dignissim ante, a egestas lacus elit vitae dolor. In et venenatis nibh. Maecenas varius convallis eleifend. Aenean id interdum sem. Maecenas pellentesque vitae diam sit amet tempor. Fusce mollis elementum turpis, et hendrerit tellus luctus eu. Morbi nec imperdiet massa. powered by Typeform Important notes: - Published on: 2025-07-21 06:08:05 - Category: Pages - [Protected: Protected: Gated Page Test](https://gracehill.com/gated-page-test/): Test Gated Page Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nullam posuere dolor eget ornare euismod. Suspendisse mollis lacus quis nibh pulvinar, id ultrices mi lobortis. Proin aliquet velit et condimentum pretium. Donec id lacinia lectus, sed venenatis quam.… ------------------------- # About Grace Hill > We Help Real Estate Owners & Operators Preview text Our Story Over 2,800 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and virtual leasing and video tools. Why? The answer is simple. Our technology… Full Content: We Help Real Estate Owners & Operators Preview text Our Story Over 2,800 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and virtual leasing and video tools. Why? The answer is simple. Our technology and our team! Our solutions are designed specifically for multifamily and commercial property management companies. We are passionate about this industry and we have real-world experience that makes an impact for businesses like yours. In other words, we LIVE and LOVE this stuff! Our Mission It's simple, our mission is to create a positive experience for employees, businesses, tenants, and residents every day. Core Values We believe delivering an exceptional customer experience begins with our core values exemplified by G.R.A.C.E. Connected Data. One Platform. PerformanceHQ is Grace Hill's award-winning platform that consolidates multiple solutions, empowering you to reduce risk, develop talent, boost efficiency, and improve property-level outcomes - ultimately strengthening your entire portfolio. Explore the platform your tech stack is missing. Intelligence+ Surveys Realync Virtual Leasing Training Mystery Shopping Policies Reputation Management Intelligence+ [fl_builder_insert_layout id="46091" type="fl-builder-template"] Surveys [fl_builder_insert_layout id="46090" type="fl-builder-template"] Realync Virtual Leasing [fl_builder_insert_layout id="48290" type="fl-builder-template"] Training [fl_builder_insert_layout id="46088" type="fl-builder-template"] Mystery Shopping [fl_builder_insert_layout id="46094" type="fl-builder-template"] Policies [fl_builder_insert_layout id="46089" type="fl-builder-template"] Reputation Management [fl_builder_insert_layout id="46092" type="fl-builder-template"] How We Help Businesses Like Yours "I've been a partner of Grace Hill's for over a decade, and I've got to tell you, I felt a little bit like family. We all share the same passion and vision for what it looks like when everything connects and those light bulbs go off." Jessica Dodge Director of Employee Development at Harbor Group "Grace Hill's PerformanceHQ is an amazing platform. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!" Michael Johnson Director of Training at AOG Living "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi Vice President of Marketing at Franklin Group "Ultimately, we wanted a reputation management solution that wasn't just about monitoring reviews but one that would help us enhance engagement, improve the resident experience, and refine our overall approach to customer satisfaction. Grace Hill delivered on that." Sara Woods Director of Brand, Marketing, and Customer Experience at HILLS Properties "We achieved success from the start implementing Grace Hill's Surveys across our 50+ location portfolio. It worked as promised - and from the start. It's rare in today's world what's promised is delivered. The Grace Hill team delivered for us." Thomas Stanchack Director of Sustainability at Stoneweg How We Do It Grace Hill's proven processes and dedicated team are the secret to decades of satisfied and successful clients. Experience trusted implementation, personalized support and industry expertise when working with Grace Hill. Grace Hill Gives Back We're committed to making a positive corporate and community-based impact. The Impact Hero Awards Program recognizes individuals at Grace Hill client companies who go above and beyond to help others and make a difference in their local community. Work as a Team. Win as a Team. Remote-first, but always connected. We love people, family, pets and making an impact in the lives of our customers. We live out our core value of better together and 100% believe that we can do anything working as a team. General FAQs What is PerformanceHQ? PerformanceHQ's award-winning platform is the future of Grace Hill: a unified experience that translates training, compliance, marketing, and stakeholder feedback into actionable, in-depth insights that drive performance. By consolidating multiple solutions into a streamlined hub, PerformanceHQ empowers users to develop talent, boost efficiency, and improve property-level outcomes - ultimately strengthening the entire portfolio.  Operators battle rising expectations, tighter margins, and pressure to optimize property performance. PerformanceHQ offers detailed analytics, best-in-class content, and role-based experiences that simplify administration and reduce risk. Plus, integrated AI tools translate disconnected data into actionable insights that help leaders improve overall satisfaction, operational efficiency, and NOI.  Disparate solutions cannot compare to the cycle of improvement that is possible through PerformanceHQ. By integrating key admin functionality and analytics across solutions, you can drive overall performance and maximize the return on your technology investment. More About PerformanceHQ What solutions do you offer? At Grace Hill, we offer a comprehensive suite of multifamily and commercial real estate technology solutions designed to improve property performance and ensure regulatory compliance. Our offerings include: Training: Multifamily training content developed and maintained by industry experts, designed to elevate your team's skills and foster success at your properties. Policies: Tailored policies, procedures, and forms that empower your team and mitigate risk by ensuring compliance and consistency across the organization. Surveys: Comprehensive survey tools and trusted benchmarks that capture stakeholder sentiment so you can take action and drive results.  Mystery Shopping: Unbiased evaluations of your people and property so you can assess performance, improve the leasing process, and increase occupancy. Reputation Management: Seamlessly monitor, protect, and enhance your property's brand with an easy-to-use online reputation management (ORM) solution. Virtual Leasing & Video Tools: Personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Credentials & Continuing Education Credits (CECs): Convenient and affordable industry credentials and CECs through Visto, in partnership with the National Apartment Association Education Institute (NAAEI). Learn more about our solutions. What is Intelligence+? Intelligence+ is a prescriptive analytics solution within Grace Hill's PerformanceHQ platform that delivers AI-powered insights to help multifamily teams turn resident survey data into clear next steps and trackable action plans. By surfacing trends and offering tailored recommendations, such as targeted training or service improvements, Intelligence+ empowers operators to reduce turnover, boost satisfaction, and improve performance across their portfolio. Learn more about Intelligence+. How long does implementation take? As a multifamily professional, we realize you have a lot on your plate, and the idea of implementing new software can feel like a daunting task. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition - without burdening you or your onsite teams. The actual software implementation timelines vary by product and level of customization required. Do I need to sign a contract with Grace Hill, and what are the terms? Yes, all Grace Hill products require a contract under our Master Services Agreement (MSA), which helps ensure a smooth partnership and clear expectations for both parties. Our standard contract length is a minimum of 12 months, though multi-year options are available, which can help secure your rate. Currently, we do not offer month-to-month terms, as a set contract period allows us to plan resources effectively and invest in continuous product improvements for our clients. Is there a minimum number of properties I must include in your solutions? It depends on which Grace Hill solution you're interested in! Our Policies and Training solutions are designed for your entire portfolio and based on the total number of units you manage, so all properties are included. However, if you're looking at Surveys, Mystery Shopping, or Reputation Management, these are sold by the property, meaning you can start with just a subset of your portfolio. No matter what, we're here to help you find the right fit for your needs and goals! Are there any hidden fees? Grace Hill is proud to deliver our solutions in convenient packages with transparent pricing, so you'll never worry about getting nickel-and-dimed or finding hidden fees on your invoice. Depending on your solution(s), our pricing is based either on the number of units or the number of properties that you manage. Whether you are a growing organization with less than 500 units or a national brand with locations across the country, our pricing structure ensures you have the functionality you need with easy-to-understand pricing - and no hidden fees or surprises. Can Grace Hill integrate with my HRIS? Yes, many Grace Hill customers use an automated data feed to integrate their HRIS or similar software with the Grace Hill platform. This process streamlines and secures the upload of employee, location, and position data, saving time and reducing manual errors. By leveraging a secure file transfer protocol (SFTP), data files are uploaded from the customer's system and imported into Grace Hill for review and approval, ensuring accuracy and consistency without having to manually upload or input the information. Who do I contact for support? We're here to help! Our friendly Product Support Specialists are ready to assist with any questions or troubleshooting needs. The best way to reach us is by submitting a support request through your Grace Hill platform-this allows us to quickly gather the details we need to help. You can also: Chat with us live at gracehill.com/support Call us at 866-472-2344 Email us at customersupport@gracehill.com Our support team is available Monday through Friday, 8:00 AM to 7:00 PM ET. Let us know how we can assist you-we're just a message away! Do you offer property-level invoicing? As a standard, Grace Hill delivers a single consolidated invoice with a related file that lists each property and their billed portion of the total invoice to our clients.  However, some clients require property invoices  be sent directly to the individual locations.  Grace Hill can accommodate property level billing for our customers with over 3K units.  Please note a 2% administrative fee will be added to each invoice. Meet Our Leadership Team Kendall Pretzer CEO Kendall is the CEO, joining in 2018 after her company, The Strategic Solution, was purchased by Grace Hill. She has devoted most of her career to commercial and multifamily real estate, having served the industry for 30-plus years. Kendall loves playing tennis and pickleball and has been married to Fred for 33 years; together, they have two children, Ben and Allison, a dog, Charlie, and a cat, Coco. Charles Loop Chief Financial OfficerCharles is the CFO for Grace Hill and joined Grace Hill in the fall of 2022. Charles has led teams in finance, operations, and sales that delivered software and service solutions in various industries including travel, hospitality, and critical infrastructure services. He enjoys snow skiing and recreational cycling with his wife Lian of 29 years and sons, John and Eric. Todd Harkness Chief Revenue OfficerTodd is the CRO for Grace Hill. He has an extensive background in software sales and operations, having worked for several ERP software Fortune 100 companies. Todd joined Grace Hill in 2022. He is an avid BBQ enthusiast and spends much of his free time cooking, watching college sports and spending time with his wife, Angie and daughters Ava and Breeana and their dog Ziggy. Traci Johnson Chief Marketing OfficerTraci is the CMO for Grace Hill, joining in 2021. In her background, she has led marketing, sales, operations and product management for ERP software companies serving small and medium sized businesses for 30+ years. Traci enjoys cooking and traveling with her husband Rick. They have two grown children, Garrett and Katelyn and dog Kolby. Krisann Gaiko SVP Learning and EnablementKrisann is the SVP of Learning and Enablement for Grace Hill. She joined the team in 2018 after Grace Hill acquired The Strategic Solution. Krisann has spent her entire career in multifamily, including leasing consultant roles and various regional and director-level roles. In her free time, she enjoys hiking, pilates, cooking, and spending time with her adult children, Reese, Ryan, and Riley. Julia Crawford SVP Product ManagementJulia is the SVP of Product Management for Grace Hill. She has over 20 years of product management experience driving innovation in complex product portfolios. She is a leader who drives execution, intending to delight customers by providing solutions for their business. Chris Fontan Chief Technology OfficerChris Fontan is the Chief Technology Officer at Grace Hill, joining the team in January 2025. With over 20 years of experience leading digital transformation and data-driven platforms, he previously served as CTO at Veriforce. Based on the Gulf Coast, he's a proud husband, girl dad, and car enthusiast who enjoys boating, fishing, golf, and time with his four goats and two dogs. Sheri Williams SVP, Customer Success Sheri Williams is a seasoned customer success leader with experience in B2B SaaS, specializing in customer experience, implementation, and retention. She's known for building adaptable teams and collaborating across functions to keep customers at the center of every initiative. Based in Brighton, Colorado, she enjoys camping with her husband, their son Evan, and their dog Iris. Trey Tubbs VP, Commercial Growth Trey Tubbs is a commercial real estate leader with 20+ years of experience in sales, technology, and strategic partnerships, including roles at CBRE and PwC. He has a proven track record of exceeding sales goals, managing key accounts, and driving growth through SaaS and PropTech solutions. Outside of work, Trey enjoys fishing, sports, and spending time with his wife and kids. Unlock Higher Property Performance, Happier Residents, and Stronger Teams  Grace Hill gives you the tools to drive better results across every property. Connect with our team today for a personalized demo and see what's possible. Request a Demo Important notes: - Published on: 2023-03-22 17:55:36 - Category: Pages - [About Grace Hill](https://gracehill.com/about-us/): We Help Real Estate Owners & Operators Preview text Our Story Over 2,800 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and virtual leasing and video tools. Why? The answer is simple. Our technology… ------------------------- # Home test page > We Live (+love) this stuff. Making an Impact with Real Estate Technology Trusted training, policies, surveys, mystery shopping, and reputation management solutions. BENEFITS Improve Performance. Reduce Risk. Retain Talent. With Grace Hill you can combine best-in-class training and policy manuals… Full Content: We Live (+love) this stuff. Making an Impact with Real Estate Technology Trusted training, policies, surveys, mystery shopping, and reputation management solutions. BENEFITS Improve Performance. Reduce Risk. Retain Talent. With Grace Hill you can combine best-in-class training and policy manuals with surveys, mystery shopping, and online reputation management solutions, to create a cycle of continual improvement within your organization. These powerful products work together to help you increase satisfaction, improve efficiency, and reduce risk in your portfolio. INDUSTRIES We understand your unique challenges. The real estate market changes quickly, so you need a trusted partner to help youadapt and reach your goals. Our solutions were designed specifically for multifamilyand commercial real estate, so you can rest assured that our technology and industryexpertise will lead to improved property performance and increased asset value. Multifamily Rental Housing Whether you are a growing company managing regional properties or an enterprise firm with a nationwide presence, we have the industry expertise and solutions to help you reach your goals. More About Multifamily Commercial Real Estate Grace Hill's suite of CRE solutions help clients measure, track, and improve portfolio performance. Work with our in-house experts for insights and best practices for commercial office, industrial, medical and retail sectors. More About CRE SOLUTIONS Industry-leading policy, training, and assessment solutions. Training The leading learning management system in multifamily. More About Training Operating Procedures Industry-specific policies that empower your team and reduce risk. More About Operating Procedures Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Data & Insights Online Reputation Management Enhance your online brand and drive prospects to your properties. More About Online Reputation Management Credentials & CECs Attract top talent by investing in employee education and career development. More About Credentials & CECs IT'S ABOUT THE PEOPLE The Grace Hill Impact Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income. We are passionate about the industry and dedicated to helping you reach your performance goals. Learn More About Why We Are Different TRUSTED PARTNERS Serving over 1,700 companies covering a workforce of nearly half a million Next Previous LEARNING HUB See our featured industry resources All  Press  Industry Resources Blog  Case Studies  Video Library  View All Industry Resources LET'S WORK TOGETHER Ready to talk? Complete this form for a no pressure conversation about your business needs. Important notes: - Published on: 2023-07-20 16:43:36 - Category: Pages - [Home test page](https://gracehill.com/home-test-page/): We Live (+love) this stuff. Making an Impact with Real Estate Technology Trusted training, policies, surveys, mystery shopping, and reputation management solutions. BENEFITS Improve Performance. Reduce Risk. Retain Talent. With Grace Hill you can combine best-in-class training and policy manuals… ------------------------- # Private: Private: Private: Home – DRAFT EXAMPLE > We Help Real Estate Owners & Operators Preview text Your team deserves trusted training, policies, surveys, mystery shopping, and reputation management solutions. Help Improve My Company Performance We understand your unique challenges. The real estate market changes quickly, so you… Full Content: We Help Real Estate Owners & Operators Preview text Your team deserves trusted training, policies, surveys, mystery shopping, and reputation management solutions. Help Improve My Company Performance We understand your unique challenges. The real estate market changes quickly, so you need a trusted partner to help you adapt and reach your goals. Our solutions were designed specifically for multifamily and commercial real estate, so you can rest assured that our technology and industry expertise will lead to improved property performance and increased asset value. Multifamily Rental Housing Performance improvement solutions for property management companies of all sizes to enhance employee performance and increase resident satisfaction. More About Multifamily Commercial Real Estate CRE solutions designed to help measure, track, and improve portfolio performance for office, industrial, medical, multifamily and retail assets. More About CRE See For Yourself   YOU'LL BE IN GOOD COMPANY 2,000+ companies covering a workforce of nearly half a million Next Previous Ready to work together? Learn more about our solutions now. Training Complete multifamily training content developed by industry experts. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Operating Procedures Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Data & Insights Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About Online Reputation Management Credentials & CECs Attract top talent by investing in employee education and career development. More About Credentials & CECs LET'S WORK TOGETHER Ready to talk? Complete this form for a no pressure demo and to discuss your business needs. Need customer support help? Find answers to common customer questions here. LEARNING HUB See our featured industry resources All  Press  Blog  Case Studies  Video Library  View All Industry Resources Important notes: - Published on: 2024-05-02 20:55:01 - Category: Pages - [Private: Private: Private: Home – DRAFT EXAMPLE](https://gracehill.com/home-draft-example/): We Help Real Estate Owners & Operators Preview text Your team deserves trusted training, policies, surveys, mystery shopping, and reputation management solutions. Help Improve My Company Performance We understand your unique challenges. The real estate market changes quickly, so you… ------------------------- # Private: Homepage New 2026 >               Full Content:               Important notes: - Published on: 2026-02-03 05:11:58 - Category: Pages - [Private: Homepage New 2026](https://gracehill.com/new-homepage-2026/):               ------------------------- # Homepage New > Real Estate Technology That Improves   Request a Demo View All Solutions Know Someone Making a Difference? Each year Grace Hill recognizes individuals at our client companies who go above and beyond to help others and make a difference in… Full Content: Real Estate Technology That Improves   Request a Demo View All Solutions Know Someone Making a Difference? Each year Grace Hill recognizes individuals at our client companies who go above and beyond to help others and make a difference in their local communities. We are accepting nominations for our 2026 Impact Hero now through Friday, August 28, 2026. Submit Your Nomination Connected Data. One Platform. As a real estate professional, you know disconnected data slows down decision-making. PerformanceHQ, Grace Hill's award-winning platform, consolidates performance tools and property insights into one powerful solution to reduce tech fatigue, mitigate risk, and boost efficiency  - ultimately strengthening portfolio performance.  Explore the platform your tech stack is missing. Intelligence+ Surveys Training Realync Virtual Leasing Mystery Shopping Policies Reputation Management Intelligence+ [fl_builder_insert_layout id="46091" type="fl-builder-template"] Surveys [fl_builder_insert_layout id="46090" type="fl-builder-template"] Training [fl_builder_insert_layout id="46088" type="fl-builder-template"] Realync Virtual Leasing [fl_builder_insert_layout id="48290" type="fl-builder-template"] Mystery Shopping [fl_builder_insert_layout id="46094" type="fl-builder-template"] Policies [fl_builder_insert_layout id="46089" type="fl-builder-template"] Reputation Management [fl_builder_insert_layout id="46092" type="fl-builder-template"] Real Stories, Real Success: Hear From Our Customers View Success Stories We Understand Your Unique Challenges. As experts in multifamily and commercial real estate technology, we offer solutions designed specifically to help you stay compliant, improve satisfaction, retain top talent, and promote your property. Marketing Improve Brand and Experience Human Resources Retain and Develop Talent Owners and Operators Improve Operating Performance Risk and Compliance Mitigate Risk in Your Organization Training and Development Offer Training That Resonates Maintenance Reduce Maintenance Costs Trusted by Over 2,800 Companies Nationwide Find out why Grace Hill is the preferred choice among multifamily rental housing and commercial real estate companies to ensure compliance, train employees, and protect their brand! See the Latest From Grace Hill Stay up to date on multifamily and commercial real estate trends, expert insights, and access free tools to elevate your property performance. Resources News Success Stories Video Library Blog [fl_builder_insert_layout id="36383" type="fl-builder-template"] [fl_builder_insert_layout id="36325" type="fl-builder-template"] [fl_builder_insert_layout id="36377" type="fl-builder-template"] [fl_builder_insert_layout id="36380" type="fl-builder-template"] [fl_builder_insert_layout id="36373" type="fl-builder-template"] Ready to talk? Complete this form for a no pressure demo and to discuss your business needs. Need customer support ? Find answers to common customer questions here. Important notes: - Published on: 2024-09-23 06:19:43 - Category: Pages - [Homepage New](https://gracehill.com/): Real Estate Technology That Improves   Request a Demo View All Solutions Know Someone Making a Difference? Each year Grace Hill recognizes individuals at our client companies who go above and beyond to help others and make a difference in… ------------------------- # Home > We Live (+love) this stuff. Making an Impact with Real Estate Technology Trusted training, policies, surveys, mystery shopping, and reputation management solutions.   SOLUTIONS Improve Performance. Reduce Risk. Retain Talent. With Grace Hill you can combine best-in-class training and policy… Full Content: We Live (+love) this stuff. Making an Impact with Real Estate Technology Trusted training, policies, surveys, mystery shopping, and reputation management solutions.   SOLUTIONS Improve Performance. Reduce Risk. Retain Talent. With Grace Hill you can combine best-in-class training and policy manuals with surveys, mystery shopping, and online reputation management solutions, to create a cycle of continual improvement within your organization. These powerful products work together to help you increase satisfaction, improve efficiency, and reduce risk in your portfolio. INDUSTRIES We understand your unique challenges. The real estate market changes quickly, so you need a trusted partner to help youadapt and reach your goals. Our solutions were designed specifically for multifamilyand commercial real estate, so you can rest assured that our technology and industryexpertise will lead to improved property performance and increased asset value. Multifamily Rental Housing Whether you are a growing company managing regional properties or an enterprise firm with a nationwide presence, we have the industry expertise and solutions to help you reach your goals. More About Multifamily Commercial Real Estate Grace Hill's suite of CRE solutions help clients measure, track, and improve portfolio performance. Work with our in-house experts for insights and best practices for commercial office, industrial, medical and retail sectors. More About CRE SOLUTIONS Industry-leading policy, training, and assessment solutions. Training Complete multifamily training content developed by industry experts. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Operating Procedures Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Data & Insights Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About Online Reputation Management Credentials & CECs Attract top talent by investing in employee education and career development. More About Credentials & CECs IT'S ABOUT THE PEOPLE The Grace Hill Impact Grace Hill has provided trusted real estate technology for over 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income. We are passionate about the industry and dedicated to helping you reach your performance goals. Learn More About Why We Are Different TRUSTED PARTNERS Serving over 2,300 companies covering a workforce of half a million Next Previous LEARNING HUB See our featured industry resources All  Press  Blog  Case Studies  Video Library  View All Industry Resources LET'S WORK TOGETHER Ready to talk? Complete this form for a no pressure demo and to discuss your business needs. Need customer support help? Find answers to common customer questions here. Important notes: - Published on: 2023-02-01 08:55:24 - Category: Pages - [Home](https://gracehill.com/gracehill/): We Live (+love) this stuff. Making an Impact with Real Estate Technology Trusted training, policies, surveys, mystery shopping, and reputation management solutions.   SOLUTIONS Improve Performance. Reduce Risk. Retain Talent. With Grace Hill you can combine best-in-class training and policy… ------------------------- # Resident Survey Programs for Multifamily Property Management Professionals > Resident Survey Programs for Multifamily Property Management Professionals Comprehensive survey tools and actionable insights for the multifamily property management industry. Request Demo Industry Tested and Approved For nearly four decades, KingsleySurveys has served the real estate industry, surveying multifamily communities… Full Content: Resident Survey Programs for Multifamily Property Management Professionals Comprehensive survey tools and actionable insights for the multifamily property management industry. Request Demo Industry Tested and Approved For nearly four decades, KingsleySurveys has served the real estate industry, surveying multifamily communities and their residents, prospective residents, and company employees. Today, we provide modern, industry-specific survey programs and technology while continuing to serve as a trusted partner for our clients.  7.3M Residents & Prospects Surveyed Annually  5 of 6 Of the largest property management companies nationwide use KingsleySurveys. 37 Years proudly surveying the real-estate industry. Improve Satisfaction With Well-Timed Surveys As a property manager, understanding how your residents think about your property is essential. But getting trusted, actionable feedback can be difficult. Grace Hill has the solution. We've been providing comprehensive survey tools and actionable insights for the multifamily industry for over thirty-five years. With our industry expertise and leading survey solutions, you can make improvements that matter, improve resident satisfaction, decrease vacancy and increase employee engagement, industry-leading benchmarks. Grace Hill can help you level set, compare, and track your property performance against the most comprehensive benchmarking standards in the industry, gain an unbiased perspective of your property and compare against other properties in your portfolio. Well-timed surveys. Our ongoing resident surveys are well-timed and offer feedback on your property's amenities, services, and staff. Plus, annual employee surveys provide feedback on your company's culture, benefits, and training programs. Action insights. Compare your results to industry benchmarks to see how you back up against the competition. Identify areas where your residents are most satisfied or where they want to see improvements. Track your progress over time to see how your property is improving. Ready to get some unbiased feedback, contact us today to get the actionable insights you need to drive better performance. On average, KingsleySurveys clients see an increase of 4% renewal intention year over year. This is due in part to the comprehensive, ongoing survey programs they rely on to guide property decisions. Our resident and prospect survey areas unlock: Overall resident satisfaction. Perceptions of property features. Satisfaction with management, leasing, and maintenance. Current needs and priorities of your resident base. Renewal intent and likelihood of property recommendation. "KingsleySurveys gives us valuable information on the resident experience and allows us to see ourselves from their perspective. We can quickly address concerns, know of early renewal decisions and gain a general understanding of how satisfied our residents are with management. This insight adds extreme value to our operations and sets us apart from our competitors." Alissa Panichella Director of Marketing & Residential Services at Walnut Capital Management "KingsleySurveys has been a great addition to our multifamily program. Our associates love the feedback from residents and the opportunity to turn a good experience into a great experience. Our KingsleySurveys reps have also been extremely attentive and very informative on any questions or report solutions our company may need." Heidi Guthrie Learning Manager at Billingsley Company "Having launched employee surveys with other companies, this is always a task I've dreaded in the past. Grace Hill made the process easy, listened to feedback provided, and found creative solutions to capture the data we were looking for. The team was amazing, and I truly look forward to working with them again for next year's launch!" JacLyn Pagnotta Managing Director of Human Resources at Rose Associates "By measuring each stage of the resident lifecycle, we can hyper-focus on the key areas that build - or erode - satisfaction and create communities residents love to call home." Laurel Zacher VP of Marketing & Customer Engagement at Security Properties Residential Retain Top Talent. Reduce Employee Turnover. Employee turnover costs multifamily organizations over $2.5 million per year1 in recruiting, training, and lost productivity. Attract and retain top talent by proactively capturing ongoing feedback and taking action! Our Employee Engagement Program helps you understand what matters most by measuring what is working (or not working!) and target changes that positively impact employee sentiment. Retain Employees. Retain Residents. Tenured staff know the history of their community and build relationships with residents, which improves everyone's experience. In fact, 1 in 4 properties with low staff turnover achieved 70% resident retention!3 What are employee and resident turnover really costing your company? Use our cost calculators linked below to find out! Calculate Employee Turnover Costs Calculate Resident Turnover Costs Trusted Industry Benchmarks With over 7 million residents and prospects surveyed annually, the Kingsley Index™ is real estate's most comprehensive performance benchmarking database used to level-set, compare, and track community performance against industry standards. Prestigious Industry Awards Showcase your communities and celebrate top performance with out Kingsley Excellence Awards! Each year, Grace Hill recognizes individual communities that achieves outstanding performance year over year. Find Out What Renters Really Want The Renter Preferences Survey Report by NMHC and Grace Hill provides an in-depth look at the amenities that renters can't live without, how much they are willing to pay for them, and what matters most during their home search! Purchase the report today and build your property performance strategy! Get The Report Gain Critical Insights. Save Critical Time. Understand key drivers and correlations within your data. Track results as they come in with alert notifications and push reporting capabilities. Respond immediately to concerns and develop solutions before it's too late. Work with our experts for industry insights, detailed comparisons, and strategic recommendations. Create meaningful action plans that drive performace. Launch More Surveys, Faster KingsleySurveys makes it easier than ever to get surveys out and receive responses faster. With API integrations with Yardi, Entrata, ResMan, and more, we seamlessly and securely prepare your residents' data for surveys - hassle-free! One-time Setup No Additional Cost Automatic and Secure Data Transfers Plus, with text message delivery you'll get more responses, faster! Share Survey Results and Attract More Prospects to Your Communities Feed survey data directly to popular social media channels and internet listings. Seamlessly feature survey findings to popular review sites like Apartments.com and ApartmentRatings. Redirect survey respondents to Google with customized review feed tools. Monitor and post reviews on your community websites. Learn more about the multifamily property management industry's most trusted survey solution in this brochure! View Brochure Find out how KingsleySurveys can help you improve overall community performance! Request a personalized demo today. 1Apartment Assn of Metro Denver 2Gallup 3Gallup report: Employee Engagement and Performance: Latest Insights from the World's Largest Study Important notes: - Published on: 2023-12-18 17:30:35 - Category: Pages - [Resident Survey Programs for Multifamily Property Management Professionals](https://gracehill.com/solutions/satisfaction-surveys/multifamily/): Resident Survey Programs for Multifamily Property Management Professionals Comprehensive survey tools and actionable insights for the multifamily property management industry. Request Demo Industry Tested and Approved For nearly four decades, KingsleySurveys has served the real estate industry, surveying multifamily communities… ------------------------- # Surveys Multifamily – Adwords New > Survey Programs for Multifamily Property Management Professionals Comprehensive survey tools and actionable insights for the multifamily property management industry. For nearly four decades, KingsleySurveys has served the real estate industry, surveying multifamily communities and their residents, prospective residents, and company… Full Content: Survey Programs for Multifamily Property Management Professionals Comprehensive survey tools and actionable insights for the multifamily property management industry. For nearly four decades, KingsleySurveys has served the real estate industry, surveying multifamily communities and their residents, prospective residents, and company employees. Today, we provide modern, industry-specific survey programs and technology while continuing to serve as a trusted partner for our clients.  Don't Wait - Request A Demo Now! Over 7M Residents and prospects surveyed annually 5 out of 6 Of the nation's largest property management companies use KingsleySurveys. 37 Years proudly surveying the real-estate industry. Improve Resident Satisfaction With Well-Timed Surveys On average, KingsleySurveys clients see an increase of 4% renewal intention YOY. This is due in part to the comprehensive, ongoing survey programs they rely on to guide property decisions. Our resident and prospect survey areas uncover: Overall resident satisfaction. Perceptions of property features. Satisfaction with management, leasing, and maintenance. Current needs and priorities of the resident base. Renewal intent and likelihood of property recommendation. Request A Demo Now! "By measuring each stage of the resident lifecycle, we can hyper-focus on the key areas that build - or erode - satisfaction and create communities residents love to call home." Laurel Zacher Vice President Marketing & Customer Engagement Security Properties Residential Retain Employees. Retain Residents. 23% of property managers with low staff churn achieved a 70% resident retention rate vs. only 3% of firms with high staff turnover.3 Trusted Industry Benchmarks With over 7 million residents and prospects surveyed annually, the Kingsley Index™ is real estate's most comprehensive performance benchmarking database used to level-set, compare, and track community performance against industry standards.  Share Survey Results and Attract More Prospects to Your Communities Feed survey data directly to popular social media, platforms, and internet listings. Seamlessly feature survey findings to popular review sites like Apartments.com and ApartmentRatings. Redirect survey respondents to Google with customized review feed tools. Screen and post reviews on your community websites. Find out how Surveys can help you improve overall community performance! Request a personalized demo today! 1Apartment Assn of Metro Denver 2Gallup 3Gallup report: Employee Engagement and Performance: Latest Insights from the World's Largest Study Important notes: - Published on: 2022-11-01 16:26:22 - Category: Pages - [Surveys Multifamily – Adwords New](https://gracehill.com/multifamily-surveys/adwords/new/): Survey Programs for Multifamily Property Management Professionals Comprehensive survey tools and actionable insights for the multifamily property management industry. For nearly four decades, KingsleySurveys has served the real estate industry, surveying multifamily communities and their residents, prospective residents, and company… ------------------------- # Commercial Surveys and Trusted Industry Benchmarks BOMA Ads > Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Work with CRE experts to improve your portfolio performance. KingsleySurveys has been trusted by CRE organizations for 35… Full Content: Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Work with CRE experts to improve your portfolio performance. KingsleySurveys has been trusted by CRE organizations for 35 years. We understand your organization's challenges and can help you seamlessly capture accurate data about your properties. Our survey solutions and robust reporting help you analyze tenant, employee, and client sentiments, with in-house experts that help translate the results into actionable insights. Measure Tenant Satisfaction Increase Renewals Retain Employees Improve Property Performance Tenant Surveys Gain objective insights into the tenant experience Understand tenant satisfaction and uncover renewal risks. Increase renewal rates by proactively addressing concerns. Raise ESG standards and increase GRESB score. Prioritize capital expenditures and identify property enhancements. Determine likelihood of recommending properties. Surveys and Benchmarks By Property Type Office Industrial Medical Retail Multifamily Talk to our commercial real estate experts to discuss how stakeholder surveys can impact your portfolio performance. Get Demo Trusted By CRE Organizations 7.3M Residents surveyed annually  120k+ CRE stakeholders surveyed annually 5 of 6 Largest apartment managers 80% of largest global investment managers partner with Grace Hill Gain Critical Insights. Save Critical Time. Understand key drivers and correlations within your data. Track results as they come in with alert notifications and push reporting capabilities. Respond immediately to concerns and develop solutions before it's too late. Work with our experts for industry insights, detailed comparisons, and strategic recommendations. Create meaningful action plans that drive performance. The Kingsley IndexTrusted Industry Benchmarking Accurately assess tenant and employee satisfaction. Receive an unbiased perspective of your portfolio performance versus your peer group. Compare yourself to industry benchmarks by property type, asset class, and geography. Customize your index for strategic data in the commercial office, retail, industrial, or medical sectors. Find out how KingsleySurveys can help you improve overall portfolio performance!Request a personalized demo today! Important notes: - Published on: 2023-07-25 11:18:14 - Category: Pages - [Commercial Surveys and Trusted Industry Benchmarks BOMA Ads](https://gracehill.com/tenant-satisfaction-surveys/commercial/boma/): Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Work with CRE experts to improve your portfolio performance. KingsleySurveys has been trusted by CRE organizations for 35… ------------------------- # Commercial Surveys and Trusted Industry Benchmarks > Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Launch a Survey Now Work with CRE experts to improve your portfolio performance. KingsleySurveys from Grace Hill has… Full Content: Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Launch a Survey Now Work with CRE experts to improve your portfolio performance. KingsleySurveys from Grace Hill has been trusted by CRE organizations for 35 years. We understand your organization's challenges and can help you seamlessly capture accurate data about your properties. Our survey solutions and robust reporting help you analyze tenant, employee, and client sentiments, with in-house experts that help translate the results into actionable insights. Measure Tenant Satisfaction Increase Renewals Retain Employees Improve Property Performance Tenant Surveys Gain objective insights into the tenant experience Understand tenant satisfaction and uncover renewal risks. Increase renewal rates by proactively addressing concerns. Raise ESG standards and increase GRESB score. Prioritize capital expenditures and identify property enhancements. Determine likelihood of recommending properties. Surveys and Benchmarks By Property Type Office Industrial Medical Retail Multifamily Talk to our commercial real estate experts to discuss how stakeholder surveys can impact your portfolio performance. Get Demo Trusted By CRE Organizations 7.3M Residents surveyed annually  120k+ CRE stakeholders surveyed annually 5 of 6 Largest apartment managers 80% of largest global investment managers partner with Grace Hill Gain Critical Insights. Save Critical Time. Understand key drivers and correlations within your data. Track results as they come in with alert notifications and push reporting capabilities. Respond immediately to concerns and develop solutions before it's too late. Work with our experts for industry insights, detailed comparisons, and strategic recommendations. Create meaningful action plans that drive performance. Get Demo The Kingsley Index Trusted Industry Benchmarking Accurately assess tenant and employee satisfaction. Receive an unbiased perspective of your portfolio performance versus your peer group. Compare yourself to industry benchmarks by property type, asset class, and geography. Customize your index for strategic data in the commercial office, retail, industrial, or medical sectors. Find out how KingsleySurveys can help you improve overall portfolio performance! Request a personalized demo today! Important notes: - Published on: 2023-07-18 15:06:59 - Category: Pages - [Commercial Surveys and Trusted Industry Benchmarks](https://gracehill.com/tenant-satisfaction-surveys/commercial/): Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Launch a Survey Now Work with CRE experts to improve your portfolio performance. KingsleySurveys from Grace Hill has… ------------------------- # Celebrate With Grace Hill Webinar Promotion > It's Time To Celebrate! Enter to win our Getaway Giveaway by attending any Grace Hill webinarbetween now and December 19, 2024! The Winner Will Be Announced December 20th! As the NAA Supplier of the Year award winner, we're feeling extra… Full Content: It's Time To Celebrate! Enter to win our Getaway Giveaway by attending any Grace Hill webinarbetween now and December 19, 2024! The Winner Will Be Announced December 20th! As the NAA Supplier of the Year award winner, we're feeling extra grateful this holiday season, and we want to celebrate by giving away a $2000 Virgin Voyage Voucher with $1000 in Visa Gift Cards* to help cover travel costs! We couldn't do what we do without our incredible customers, and we want to share our joy with one lucky winner! Grace Hill Named 2024 National Apartment Association Supplier Company of the Year Recognized for providing policies and training in ever-changing multifamily industry. *Restrictions apply, read full Terms and Conditions for more details. Winner will be announced on December 20, 2024. Important notes: - Published on: 2024-10-16 13:18:25 - Category: Pages - [Celebrate With Grace Hill Webinar Promotion](https://gracehill.com/its-time-to-celebrate-with-grace-hill/): It's Time To Celebrate! Enter to win our Getaway Giveaway by attending any Grace Hill webinarbetween now and December 19, 2024! The Winner Will Be Announced December 20th! As the NAA Supplier of the Year award winner, we're feeling extra… ------------------------- # Transform Your Workplace Culture With Employee Surveys LP > Transform Your Workplace Culture With Employee Surveys Keep your finger on the pulse of employee sentiment with our new engagement program! Employee turnover is a critical concern for multifamily and commercial real estate companies. When employees leave, it can cause… Full Content: Transform Your Workplace Culture With Employee Surveys Keep your finger on the pulse of employee sentiment with our new engagement program! Employee turnover is a critical concern for multifamily and commercial real estate companies. When employees leave, it can cause significant financial, operational, and organizational strain. Plus, remaining employees burn out, causing a ripple effect that ultimately leads to higher resident turnover. Employee Turnover Is Costing You Normally, onsite team turnover rates stay around 30-50%. But in the current labor market, NAA estimates turnover is now as high as 70%! Not only that, according to Zippia, it takes 36 to 42 days on average to fill a position and nearly 8 months for the employee to become fully productive, equating to: 2x Annual salary to recruit and onboard a new employee 2.6M* Spent per year replacing employees 300M Lost each year to disengaged employees (Gallup) *Example company with 100 employees and an average salary of $50,000 Gain Control With Annual Employee Surveys Our annual employee surveys help real estate companies improve employee engagement, productivity, and loyalty. Capture and measure your employee sentiment KPIs over time, continually benchmarking and improving. Gather unbiased feedback on seven dimensions of employee engagement for a full picture of your organization's performance. Check In With Self-Serve Pulse Surveys Send Pulse Surveys for continued employee feedback throughout the year. Don't wait for your annual survey to uncover any potential issues! Access your online portal to send Pulse Surveys that deliver a quick snapshot into employee experience, allowing you to keep your finger on the pulse of current sentiment. Get Honest Feedback With Ongoing Moments That Matter Surveys Gain unbiased insight at critical moments in the employee journey, including recruiting, onboarding, training, and offboarding. By surveying employees at these key moments, you'll get a more holistic understanding of the key drivers that impact your employees' overall satisfaction. Ongoing Moments That Matter surveys can be added to your standard engagement program, providing essential, actionable feedback that improves retention. Recruiting Designed specifically for property managers, our Recruiting Pulse Survey captures feedback immediately after the recruiting, interviewing, and decision process, providing unbiased assessments that identify key performance indicators and areas for candidate improvement. This means you'll have the insight and data you need to make informed hiring decisions that positively impact your company's bottom line. Onboarding Try our Onboarding Pulse Survey, designed to help optimize your onboarding process by identifying areas that may need improvement and addressing them head-on. By conducting regular pulse surveys during those critical first 90 days of employment, our Onboarding Pulse Survey helps employers gain valuable insights into their new hires' experience and implement changes that will improve employee engagement and retention rates. Training Don't let ineffective training programs stunt your employees' growth. Determine possible adjustments to your development programs by hearing direct feedback from employees immediately following their training. With our Training Pulse Survey, you can gain valuable insights into the effectiveness of your training programs, helping you create a more engaged and motivated team. Offboarding Designed to capture candid and unbiased feedback from departing employees, this powerful survey offers unparalleled insights into what's driving turnover at your organization. Our Offboarding Pulse Survey helps you identify key areas of concern, improve company culture, and implement targeted changes to reduce future turnover. Real-Time Dashboard Analytics Get the real-time insights that leaders need to understand and quickly act on employee feedback. Track results as they come in with alert notifications that let you respond immediately to concerns and develop solutions before it's too late. Reducing the time it takes to act on employee feedback builds trust and loyalty among your team. Plus, you can compare your results to the Kingsley Index™ for relevant benchmarks that highlight where to focus your improvement efforts. Find out how KingsleySurveys can help you retain employees and reduce turnover costs with honest feedback on their experience.  Request a personalized demo today! 1Gallup: Fixable Problem Costs Trillions 2Gallup: Tackle Employees Stagnating Engagement 3Gallup: Fixable Problem Costs Trillions Important notes: - Published on: 2023-10-10 13:02:47 - Category: Pages - [Transform Your Workplace Culture With Employee Surveys LP](https://gracehill.com/transform-your-workplace-culture-with-employee-surveys/): Transform Your Workplace Culture With Employee Surveys Keep your finger on the pulse of employee sentiment with our new engagement program! Employee turnover is a critical concern for multifamily and commercial real estate companies. When employees leave, it can cause… ------------------------- # Surveys – Commercial Adwords New > Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Talk To A Survey Expert Now KingsleySurveys has been trusted by CRE organizations for 35 years. We understand… Full Content: Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Talk To A Survey Expert Now KingsleySurveys has been trusted by CRE organizations for 35 years. We understand your organization's challenges and can help you seamlessly capture accurate data about your properties. Our survey solutions and robust reporting help you analyze tenant, employee, and client sentiments, with in-house experts that help translate the results into actionable insights. Measure Tenant Satisfaction Increase Renewals Retain Employees Improve Property Performance KingsleySurveys Supports Multiple Commercial Sectors Office Industrial Medical Retail Multifamily Talk to our commercial real estate experts to discuss how stakeholder surveys can impact your portfolio performance. Get Demo 80% Largest global investment managers partner with Grace Hill 2.2 Billion Sq ft managed by commercial clients 120k+ CRE stakeholders surveyed annually 3.5x More likely to renew lease when satisfied Gain Critical Insights. Save Critical Time. Understand key drivers and correlations within your data. Track results as they come in with alert notifications and push reporting capabilities. Respond immediately to concerns and develop solutions before it's too late. Work with our experts for industry insights, detailed comparisons, and strategic recommendations. Create meaningful action plans that drive performance. Florian Wnuck European Head of Business Development GLP "The Kingsley team provides great support, ensuring that our team can get the most out of the results of the surveys." Michael Aisner SVP of Property Management RXR Realty "PolicyPartner and KingsleySurveys' collaborative efforts have helped us to continue to achieve higher GRESB scores." Amanda Schroeder Director of Client Engagement & Business Operations Lillibridge Healthcare Service "It's a phenomenal tool to get a good sense of what your tenants are happy with and what can be improved. It's been incredibly helpful to our tenants and teams." Read the Success Story Read the Success Story Read the Success Story Find out how Surveys can help you improve overall portfolio performance! Request a personalized demo today! 1Gallup: Fixable Problem Costs Trillions 2Gallup: Tackle Employees Stagnating Engagement 3Gallup: Fixable Problem Costs Trillions Important notes: - Published on: 2023-12-04 17:47:58 - Category: Pages - [Surveys – Commercial Adwords New](https://gracehill.com/surveys-commercial/adwords/new/): Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical and retail sectors. Talk To A Survey Expert Now KingsleySurveys has been trusted by CRE organizations for 35 years. We understand… ------------------------- # Commercial Surveys and Trusted Industry Benchmarks > Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical, and retail sectors. Request a Demo Work with CRE experts to improve your portfolio performance. KingsleySurveys has been trusted by CRE… Full Content: Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical, and retail sectors. Request a Demo Work with CRE experts to improve your portfolio performance. KingsleySurveys has been trusted by CRE organizations for 40 years. We understand your organization's challenges and can help you seamlessly capture accurate data about your properties. Our survey solutions and robust reporting help you analyze tenant, employee, and client sentiments, with in-house experts that help translate the results into actionable insights. Measure Tenant Satisfaction Increase Renewals Retain Employees Improve Property Performance KingsleySurveys Supports Multiple Commercial Sectors Office Industrial Medical Retail Multifamily Research shows that increasing tenant satisfaction by just one point can lead to: 0 %higher willingness to renew. 0 %higher likelihood to recommend the property to prospective tenants. 0 %lower probability of moving out of the property. The data is clear: greater tenant satisfaction leads to better operating results. But how do you identify the issues that matter most to tenants and drive satisfaction? Grace Hill offers insights into the tenant experience with solutions built for CRE. Our industry-leading tenant surveys can help you: Increase renewal rates by proactively addressing concerns. Raise ESG standards and increase GRESB score. Prioritize capital expenditures and identify property enhancements. Determine likelihood of recommending properties. Feedback From Stakeholders Drives Business Performance Make decisions based on data vs. gut instinct and increase your asset value. Grace Hill's best in class Kingsley surveys enable commercial real estate companies and institutional investors to stay attuned to stakeholder sentiment and employee engagement. This industry-leading solution serves office, industrial, medical, and retail sectors, and features powerful tools that identify, track, and improve operational performance. The results? Increased tenant renewal, risk mitigation, elevated property performance, increased NOI. And enhanced portfolio value. Grace Hill offers four types of surveys. Tenant surveys, employee engagement surveys, client investor surveys, ACE surveys for smaller portfolios. Grace Hill's KingsleySurveys features the Kingsley index and the largest commercial real estate industry database with over two billion square feet and one hundred twenty thousand plus stakeholders surveyed annually. The industry's most comprehensive performance benchmarking database. A Kingsley Excellence Award to recognize out-standing properties year over year. Twelve out of fifteen of the largest global investment managers use Grace Hills, Kingsley Survey, For more information, please visit Grace Hill.com/commercial. Understand key drivers and correlations within your data. Track results as they come in with alert notifications and push reporting capabilities. Respond immediately to concerns and develop solutions before it's too late. Work with our experts for industry insights, detailed comparisons, and strategic recommendations. Create meaningful action plans that drive performance. Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Generic surveys can't tell you why investors feel the way they do. Grace Hill turns stakeholder conversations into a competitive edge by capturing quantitative and qualitative data to help you manage attrition risk and guide strategy. Retain Top Talent. Reduce Employee Turnover. $0 millionin losses occur each year because of disengaged employees, negatively impacting company culture. 0 %of former employees disclosed that during their final three months, no one asked about their job satisfaction.  $0average cost per new hire in recruiting, training, and lost productivity. High employee turnover can destroy your company's bottom line. Our comprehensive employee experience solution offers the real time insights you need to understand and quickly act on employee feedback, before it's too late. The numbers are clear: Turnover severely hurts your bottom line. What does employee turnover really cost you? Calculate My Cost "We achieved success from the start implementing Grace Hill's KingsleySurveys across our 50+ location portfolio. It's rare in today's world what's promised is delivered. The Grace Hill team delivered for us." Thomas Stanchak Director of Sustainability at Stoneweg "At Empire State Realty Trust, service is our brand, and KingsleySurveys helps us deliver on that promise. Their platform empowers us to listen to our tenants, benchmark our performance and take meaningful action." Diane Fields VP of Property Management, Empire State Building, Empire State Realty Trust "We moved from a finger-in-the-wind approach to one that was driven by more tangible facts and data. We used to discuss customer service around the coffee machine, but now it's more structured. The Grace Hill KingsleySurveys team provides great support, ensuring that our team can get the most of the results of the surveys." Florian Wnuck European Head of Business Development at GLP "It's a phenomenal tool to get a good sense of what your tenants are happy with and what can be improved. It's been incredibly helpful to our tenants and teams." Amanda Schroeder Senior Director, Lillibridge Healthcare Service "We've worked with Grace Hill's KingsleySurveys for several years. We continue to find the insights and analysis that KingsleySurveys provides to add strategic value to our organization." Steve Hallsey Managing Director at Wood Partners "The last thing we want is our property management offices to miss something because policies are not consistent or outdated. The decentralized system left too much room for uncertainty and inconsistency in our accountability. Grace Hill takes the guesswork out of it." Michael Aisner, RPA, LEED AP SVP, Property Management at RXR Realty "Grace Hill's KingsleySurveys customer survey and scorecard products have been extremely valuable tools in executing our portfolio and asset management strategies." Michael Kirby Managing Director at Invesco 80% Of the largest global investment managers partner with Grace Hill. 2.2 Billion Sq Ft Managed by Commercial Clients 120k+ CRE Stakeholders Surveyed Annually Download the KingsleySurveys product brochure to learn more about commercial real estate's most trusted survey solution! Download Brochure Kingsley Excellence Award Stand out from your competiton. Each year, we recognize individual properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Kingsley Index Trusted Industry Benchmarking Accurately assess tenant and employee satisfaction. Receive an unbiased perspective of your portfolio performance versus your peer group. Compare yourself to industry benchmarks by property type, asset class, and geography. Customize your index for strategic data in the commercial office, retail, industrial, or medical sectors. Find out how KingsleySurveys can help you improve overall portfolio performance! Request a personalized demo today. More Tenant Satisfaction Tools and Insights [dynamic_resources_rows topic="tenant-retention"] Pair KingsleySurveys with our commercial policy management solution to maximize your portfolio's performance. With the addition of Policies, you can leverage standard procedures and CRE policies to create a consistent experience across your portfolio and reduce risk in your organization. * Gallup: Fixable Problem Costs Trillions Gallup: Tackle Employees Stagnating Engagement Gallup: Fixable Problem Costs Trillions Important notes: - Published on: 2022-10-31 15:55:36 - Category: Pages - [Commercial Surveys and Trusted Industry Benchmarks](https://gracehill.com/solutions/satisfaction-surveys/commercial/): Commercial Surveys and Trusted Industry Benchmarks Effectively launch surveys designed specifically for commercial real estate, including office, industrial, medical, and retail sectors. Request a Demo Work with CRE experts to improve your portfolio performance. KingsleySurveys has been trusted by CRE… ------------------------- # Grace Hill Impact Award Hero Terms and Conditions > Impact Hero Terms & Conditions PLEASE READ THE GRACE HILL IMPACT HERO AWARD TERMS AND CONDITIONS BELOW. BY SUBMITTING A NOMINATION, YOU FULLY AND UNCONDITIONALLY AGREE TO AND ACCEPT THESE TERMS AND CONDITIONS. Eligibility: You must be eighteen (18) or… Full Content: Impact Hero Terms & Conditions PLEASE READ THE GRACE HILL IMPACT HERO AWARD TERMS AND CONDITIONS BELOW. BY SUBMITTING A NOMINATION, YOU FULLY AND UNCONDITIONALLY AGREE TO AND ACCEPT THESE TERMS AND CONDITIONS. Eligibility: You must be eighteen (18) or over to submit a nomination. Nominee is defined as the person or company that receives a nomination for the award. Nominator is defined as the person who nominates a company or individual for the award. Void where prohibited by law. Nominees must be an active customer of Grace Hill, Inc. or any of its affiliates at the time of submission of a nomination for the Award. Nominees can be either an organization that uses a Grace Hill product or an individual that works for an organization that uses a Grace Hill product. The nomination submission will close on August 28, 2026. Three finalists will be announced no later than September 18, 2026. The winner of the Grace Hill Impact Hero Award will be announced no later than October 2026. Entry: To enter, submit a nomination via Grace Hill's online nomination submission web page prior to August 28, 2026.  Complete all information required on the nomination form found on the site. Multiple nominations are permitted. Grace Hill and its affiliates, subsidiaries, directors, officers, employees and agents are not responsible for late, lost, incomplete, mutilated or misdirected nominations. Privacy: Grace Hill collects personal information from you when you submit a nomination for this Award. Whenever you voluntarily disclose personal information online, that information can be collected and used by others. While Grace Hill strives to protect your personal information, Grace Hill cannot ensure or warrant the security of any information you transmit to us, and you do so at your own risk. You are solely responsible whenever you are online.  Prizes: Grand Prize: $3,500 donation by Grace Hill to the charity of choice of the prize winner; one (1) domestic coach round-trip flight to Dallas-Fort Worth, Texas; one (1) night at the host hotel for the Grace Hill Leadership Meet & Greet Dinner (TBD) and attendance to the Facebook LIVE in-person event (TBD). 1st Runner Up: $2,000 donation by Grace Hill to the charity of choice of the prize winner; one (1) domestic coach round-trip flight to Dallas-Fort Worth, Texas; one (1) night at the host hotel for the Grace Hill Leadership Meet & Greet Dinner (TBD) and attendance to the Facebook LIVE in-person event (TBD). 2nd Runner Up:  $1,000 donation by Grace Hill to the charity of choice of the prize winner; one (1) domestic coach round-trip flight to Dallas-Fort Worth, Texas; one (1) night at the host hotel for the Grace Hill Leadership Meet & Greet Dinner (TBD) and attendance to the Facebook LIVE in-person event (TBD). For each prize awarded, taxes, fees, costs, gratuities, spending money, entertainment expenses including, without limitation, movies ordered from the hotel, mini-bar charges, alcohol, in-room wireless access, incidentals and meals, are not included. Prize Restrictions: Grace Hill reserves the right to substitute any prize with one of approximately equal value. No extension or substitution of prize(s), once determined, is permitted. All federal, state, provincial, and/or local taxes are the sole responsibility of the winner. Winner Selection/Notification: The nominations will be reviewed by an independent panel of judges consisting of Grace Hill employees and partners. The decision of the panel shall be final and binding. No substitution or transfer of prize permitted, except by Grace Hill, which reserves the right to award a prize of equal value if the advertised prize is unavailable. General Terms and Conditions: Individuals or entities submitting nominations agree to be bound by these Official Rules, or such other rules as Grace Hill may reasonably require and post on this website from time to time, and by the decisions of Grace Hill, which are final on all matters pertaining to the Award. Grace Hill reserves the right to disqualify any nomination that Grace Hill determines to be in violation of any term contained in these Official Rules. Illegible, unintelligible or incomplete nominations will also be disqualified. The Award is governed by the laws of the United States, and in particular the laws of the State of South Carolina (without regard to conflict of laws principles). All federal, state and local laws and regulations apply. Award winner is solely responsible for any and all taxes, fees, duties, impounds, and surcharges of any kind whatsoever on prize packages, such that Grace Hill shall have absolutely no responsibility, liability or obligation, financial or otherwise in connection with any of the foregoing. In order to receive the prize, the award winner may be required to execute and return an Affidavit of Eligibility, a Liability Release, and where lawful, a Publicity Release and any additional information, waivers and releases that may be required within ten (10) days of notification. Failure to return documents timely, or if prize notification or prize is returned as non-deliverable, may result in disqualification with an alternate winner selected. If a potential winner cannot be contacted, is ineligible, is found to have violated any of these Official Rules, or such other rules as Grace Hill may reasonably require, fails to claim a prize, or fails to timely return the completed and executed declaration and releases as required, prize may be forfeited and awarded to an alternate winner. Except where prohibited by law, Award winner's acceptance of prize grants Grace Hill and its licensees, affiliates and assigns, the right to print, publish, broadcast and use, worldwide forever in any media now known or hereafter developed, including but not limited to the world wide web, at any time or times, the winner's name, portrait, photo, picture, voice, likeness, address (city/state) and biographical information as news or information and for advertising and promotional purposes without additional consideration; and further without such additional compensation, appear for, or provide biographical information for use in, any presentation or other activity which may include filming/audio/video/electronic/ digital or other recordings and/or interviews, as may be determined from time to time by Grace Hill. Further, by accepting the prize, Award winner agrees to release and hold harmless Grace Hill, its parents, affiliates, subsidiaries, advertising and promotion agencies and their respective directors, officers, employees, representatives and agents from any and all liability for any injuries, loss or damage of any kind to person, including death, and property, arising in whole or in part, directly or indirectly, from acceptance, possession, use or misuse of a prize, participation in any Award-related activity, or participation in this Award. Void where prohibited. Limitations of Liability: By submitting a Nomination, each participant agrees to release and hold Grace Hill and the employees, officers, directors, shareholders, agents, representatives of Grace Hill, their parent companies, affiliates, subsidiaries, advertising, promotion and fulfillment agencies, and legal advisors, harmless from any and all liability for injuries, losses, damages, rights, claims and actions of any kind in connection with the Award. Grace Hill, agents and representatives of Grace Hill, their parent companies, affiliates, subsidiaries, advertising, promotion and fulfillment agencies and legal advisors are not responsible for and shall not be liable for: (1) late, lost, delayed, misdirected, undeliverable, illegible, unintelligible and incomplete Nominations or other correspondence; (2) telephone, electronic, technical, network, Internet, hardware or software problems or computer malfunctions, failures or difficulty of any kind including any injury or damage to entrant's or any other person's computer related to or resulting from participating in or downloading any materials associated with the Award; (3) failed, incomplete, garbled or nominations; (4) any condition caused by events beyond the control of Grace Hill that may cause the Award to be disrupted or corrupted (in which event, Grace Hill reserves the right to cancel the Award, and select winners for prizes from all eligible nominations received prior to the cancellation.); (5) any injuries, losses, or damages of any kind arising in connection with or as a result of the prize, or acceptance, possession, or use of the prize, or from participation in the Award; or (6) any printing or typographical errors in the Award site, these rules or any materials associated with the Award. If, for any reason, the Award is not capable of being operated as planned by reason of infection by computer virus, worms, bugs, tampering, unauthorized intervention, fraud, technical failures, or any other causes which, in the sole opinion of Grace Hill, could corrupt or affect the administration, security, fairness, integrity or proper conduct of this Award, Grace Hill reserves the right at its sole discretion to cancel, terminate, modify or suspend the Award. IN NO EVENT WILL GRACE HILL, ITS PARENTS, AFFILIATES, SUBSIDIARIES AND RELATED COMPANIES, THEIR ADVERTISING OR PROMOTION AGENCIES OR THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, REPRESENTATIVES AND AGENTS, BE RESPONSIBLE OR LIABLE FOR ANY DAMAGES OR LOSSES OF ANY KIND, INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES ARISING OUT OF THE AWARD. WITHOUT LIMITING THE FOREGOING, EVERYTHING ON THIS SITE IS PROVIDED `AS IS` WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. SOME JURISDICTIONS MAY NOT ALLOW THE LIMITATIONS OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES OR EXCLUSION OF IMPLIED WARRANTIES SO SOME OF THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. CHECK YOUR LOCAL LAWS FOR ANY RESTRICTIONS OR LIMITATIONS REGARDING THESE LIMITATIONS OR EXCLUSIONS. Important notes: - Published on: 2023-05-24 15:36:38 - Category: Pages - [Grace Hill Impact Award Hero Terms and Conditions](https://gracehill.com/grace-hill-impact-hero-terms-and-conditions/): Impact Hero Terms & Conditions PLEASE READ THE GRACE HILL IMPACT HERO AWARD TERMS AND CONDITIONS BELOW. BY SUBMITTING A NOMINATION, YOU FULLY AND UNCONDITIONALLY AGREE TO AND ACCEPT THESE TERMS AND CONDITIONS. Eligibility: You must be eighteen (18) or… ------------------------- # Book A Discovery Call Today > Grace Hill Book a Meeting Please reserve a time for a personalized meeting with Grace Hill. Secure My Meeting Time In the meantime, check out a few client testimonials and learn more about Grace Hill's suite of products and solutions. "Grace… Full Content: Grace Hill Book a Meeting Please reserve a time for a personalized meeting with Grace Hill. Secure My Meeting Time In the meantime, check out a few client testimonials and learn more about Grace Hill's suite of products and solutions. "Grace Hill helps us fulfill the vision of the learning and development program we are striving to create." -Jared Forman Director of Training and Development Atlantic Pacific Management Product: VISION "We've been able to streamline our policies and procedures and allow our team members immediate access to consistent and up-to-date information." -Jackie Rhone Managing Director of Real Estate Greystar Product: PolicyPartner "As a trainer, I love the fact that from the time we close out the shop, we can assign two five-minute refreshers in Vision - on the deadlines we want - with two clicks of a mouse. And leasing consultants appreciate that we recognize where they need additional training. Validate allows us to give them the support they need with minimal work on our part." -Elaine Kozloski Director of Training Westminster Management Product: Validate "We are rather obsessed with KingsleySurveys and use it to drive focus and change in almost everything we do. If it's not measured in Kingsley, it must not be that important." -Brian Ericson VP of Marketing Insights and Technology Cortland Product: KingsleySurveys "I grew with Grace Hill and watched it evolve. Visto was a really big deal for us because we reimburse employees for CAM." -Carolina Rincon Director, Training & Development United Property Management Product: Visto "We have been partners with Grace Hill for over 15 years. It's been exciting to see the new solutions they've added in the past couple of years. And how today, they're helping us tie together our policies, training, and mystery shopping to support the performance of our employees and properties." -Pattie Woods Vice President, Training and Development Fogelman Properties Solution: Talent Performance Management Important notes: - Published on: 2022-05-09 11:42:03 - Category: Pages - [Book A Discovery Call Today](https://gracehill.com/book-a-meeting/): Grace Hill Book a Meeting Please reserve a time for a personalized meeting with Grace Hill. Secure My Meeting Time In the meantime, check out a few client testimonials and learn more about Grace Hill's suite of products and solutions. "Grace… ------------------------- # Book a Meeting – Nick Woulfe > Grace Hill Book a Quick Discovery Call Find a convenient time that works for you now. Full Content: Grace Hill Book a Quick Discovery Call Find a convenient time that works for you now. Important notes: - Published on: 2022-05-09 13:05:31 - Category: Pages - [Book a Meeting – Nick Woulfe](https://gracehill.com/book-a-meeting/nick-woulfe/): Grace Hill Book a Quick Discovery Call Find a convenient time that works for you now. ------------------------- # Book a Discovery Call – Alyssa > Grace Hill Book a Quick Discovery Call Find a convenient time that works for you now. Full Content: Grace Hill Book a Quick Discovery Call Find a convenient time that works for you now. Important notes: - Published on: 2022-05-11 16:40:18 - Category: Pages - [Book a Discovery Call – Alyssa](https://gracehill.com/book-a-meeting/alyssa-moody/): Grace Hill Book a Quick Discovery Call Find a convenient time that works for you now. ------------------------- # 2025 Kingsley Excellence Awards – 100% Club > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club. This special award designation offers an opportunity to showcase the property's performance to current and future tenants.  Congratulations to all the winners and commercial teams for providing an exceptional tenant experience! The commercial properties that qualified for the 2024 Kingsley Excellence Award 100% Club based on their perfect 2022 and 2023 overall tenant satisfaction scores are listed by property type below. Office Office Winners Industrial Industrial Winners Medical Office Medical Office Winners Retail Retail Winners Office Sector Kingsley Excellence Award 100% Club Winners Office Client Company Name Property Name City State Affinius Capital Air 59 Houston Humble TX Affinius Capital Amazon Chicago MDW7 Monee IL Affinius Capital AMZL Asheville, NC - DRT4 Asheville NC Affinius Capital AMZL Bremerton, WA - DSE8 Bremerton WA Affinius Capital Crossroads 55 Amazon - ORD 2 Channahon IL Affinius Capital Crossroads 55 I Channahon IL Affinius Capital Greenwood 75 McDonough GA Affinius Capital Jacquemin Logistics Center II West Chester OH Affinius Capital Kyle Distribution Center McDonough GA Affinius Capital Stateline Distribution-Bldg C Southaven MS Affinius Capital Wolverine Distribution Center Beaumont CA Affinius Capital Zappos (SDF4) Shepherdsville KY ASB Real Estate Investments Bloomington Logistics Center Bloomington CA ASB Real Estate Investments Columbia Business Park Riverside CA AXA Real Estate Investment Managers US LLC 11614 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 11740 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 150 Milford Road Hightstown NJ AXA Real Estate Investment Managers US LLC Lone Mountain Distribution Center North Las Vegas NV Baptist Health - 2Q Consolidated Distribution Center Miami FL BlackRock Tamarac Industrial Venture Fort Lauderdale FL Clarion Partners 11500 NW 123 Street Miami FL Clarion Partners 1811 Brittmoore Houston TX Clarion Partners 238 Belvidere Road Perryville MD Clarion Partners 3828 Civic Center North Las Vegas NV Clarion Partners 5685 Alcoa Avenue Los Angeles CA Clarion Partners 7951 Oceano Avenue Jessup MD Clarion Partners 840 Business Center Mount Juliet TN Clarion Partners 970 McLaughlin Avenue San Jose CA Clarion Partners Crosspoint 8 Indianapolis IN Clarion Partners Deltona Logistics Deltona FL Clarion Partners East Point Trade Center Bldg 3 Palmyra PA Clarion Partners Horizon Pointe Suwanee GA Clarion Partners Miraloma Distribution Center Anaheim CA Clarion Partners NFTZ #8 Dallas TX Clarion Partners Ontario Ranch Log. Ctr Bld 1 Ontario CA Clarion Partners Rivergate Corporate Center V Portland OR Clarion Partners The Viking Building Puyallup WA Clarion Partners Tropical Shipping Dist. Center Miami FL Dalfen Industrial 1581 Corp. Dr McKinney TX Dalfen Industrial 8601 Forney Road Dallas TX EverWest 5481 Brisa/Livermore Livermore CA EverWest Cessna Corona CA EverWest GF San Diego San Diego CA EverWest Sugar Land-12520 W Airport Blvd Sugar Land TX First Industrial 1045 SOUTH EDWARD DRIVE Tempe AZ First Industrial 105 STEAMBOAT BLVD Manchester PA First Industrial 10586 TAMARIND AVENUE Bloomington CA First Industrial 11253 REDWOOD AVENUE Fontana CA First Industrial 11701 EAST 53RD AVENUE Denver CO First Industrial 1225 BENGIES ROAD White Marsh MD First Industrial 1250 RANCHO CONEJO BLVD. Newbury Park CA First Industrial 12874 WESTMORE AVENUE Livonia MI First Industrial 12925 MARLAY AVENUE Fontana CA First Industrial 1351 NW 78TH AVE Miami FL First Industrial 145 WEST 134TH STREET Los Angeles CA First Industrial 1490 DENNISON CIRCLE Carlisle PA First Industrial 1624 MEIJER DRIVE Troy MI First Industrial 1650 HIGHWAY 155 McDonough GA First Industrial 16500 W. 103RD STREET Woodridge IL First Industrial 16522 HUNTERS GREEN PARKWAY Hagerstown MD First Industrial 17100 PERRIS BOULEVARD Moreno Valley CA First Industrial 17825 INDIAN STREET Moreno Valley CA First Industrial 18501 W. STANFORD RD. Tracy CA First Industrial 1864 NORTHWOOD DRIVE Troy MI First Industrial 1935-55 ENTERPRISE DRIVE Rochester MI First Industrial 1972 MEIJER DRIVE Troy MI First Industrial 20 HOOK MOUNTAIN ROAD Pine Brook NJ First Industrial 2050 EAST PARK DRIVE Conyers GA First Industrial 20700 DENKER AVE Torrance CA First Industrial 21900 DODD BOULEVARD Lakeville MN First Industrial 2220 MERRITT DRIVE Garland TX First Industrial 2300 WINDSOR COURT Addison IL First Industrial 2375 CAMINO VIDA ROBLE Carlsbad CA First Industrial 24 WORLD'S FAIR DRIVE Somerset NJ First Industrial 24385 NANDINA AVENUE Perris CA First Industrial 24901 SAN MICHELE ROAD Moreno Valley CA First Industrial 2500 N.W. 19TH STREET Pompano Beach FL First Industrial 2700 COMMERCE DRIVE Middletown PA First Industrial 2701 COMMERCE DRIVE Middletown PA First Industrial 2780 COMMERCE DRIVE Middletown PA First Industrial 27801 AVENUE SCOTT Valencia CA First Industrial 2835 EAST ANA STREET Compton CA First Industrial 2900 W. 166TH STREET Markham IL First Industrial 298 FIRST AVENUE Gouldsboro PA First Industrial 305-311 ERA DRIVE Northbrook IL First Industrial 3365 E. SLAUSON Los Angeles CA First Industrial 3500 CHANNAHON ROAD Joliet IL First Industrial 3600 NORTH COTTON LANE Goodyear AZ First Industrial 375 RIVERTOWN DRIVE Saint Paul MN First Industrial 3815 W. WASHINGTON ST. Phoenix AZ First Industrial 3817 OCEAN RANCH BLVD Oceanside CA First Industrial 401 AIRPORT ROAD North Aurora IL First Industrial 4300 PINE TIMBERS Houston TX First Industrial 4401 SHADER ROAD Orlando FL First Industrial 4436 MUHLHAUSER RD Hamilton OH First Industrial 4640 CUMMINGS PARK Antioch TN First Industrial 4721 IRONTON STREET Denver CO First Industrial 47711 CLIPPER STREET Plymouth MI First Industrial 4800 NW 15TH AVE. Fort Lauderdale FL First Industrial 4800 WEST GREENS ROAD Houston TX First Industrial 4940-4950 PARIS Denver CO First Industrial 4955 OAKLEY INDUSTRIAL BLVD Fairburn GA First Industrial 50 SOUTH 56TH STREET Chandler AZ First Industrial 5301 NOTTINGHAM DRIVE White Marsh MD First Industrial 555 W. ALGONQUIN RD Arlington Heights IL First Industrial 615 E SAM HOUSTON PARKWAY Pasadena TX First Industrial 619 EAST SAM HOUSTON PARKWAY S Pasadena TX First Industrial 6301 LYONS ROAD Pompano Beach FL First Industrial 665 N. BALDWIN PARK BLVD La Puente CA First Industrial 6913 GUHN ROAD Houston TX First Industrial 7050 WINNETKA AVENUE NORTH Minneapolis MN First Industrial 8015 PARAMOUNT Pico Rivera CA First Industrial 8020 SOUTH PARK CIRCLE Littleton CO First Industrial 8505 50TH STREET Kenosha WI First Industrial 8644 WEST LUDLOW DRIVE Peoria AZ First Industrial 8751 SKINNER COURT Orlando FL First Industrial 8810 W. 116TH CIRCLE Broomfield CO First Industrial 9310 W. BUCKEYE ROAD Tolleson AZ First Industrial 935 ALDRIN DRIVE Saint Paul MN First Industrial 9500 WEST 49TH AVENUE - C Wheat Ridge CO First Industrial 9525 GLADES DRIVE West Chester OH First Industrial 980 CHICAGO Troy MI IDS Real Estate Group Kerns at Siempre Viva San Diego CA J.P. Morgan Chariot Logistics Center Melrose Park IL LaSalle Investment Management 14445 Alondra La Mirada La Mirada CA LaSalle Investment Management Fremont Distribution Center Fremont CA LaSalle Investment Management Kendall Distribution Center Atlanta GA LaSalle Investment Management Taylor Road Industrial Romeoville IL LBA Realty 11130 Holder Street Cypress CA LBA Realty 125 Capital Road Pittston PA LBA Realty 1421 N Market Blvd Sacramento CA LBA Realty 1421 Sunbury Road Midway GA LBA Realty 15100 East 40th Avenue Denver CO LBA Realty 17450 East 32nd Place Aurora CO LBA Realty 201 Northpoint Drive Coppell TX LBA Realty 325 Marmon Drive Bolingbrook IL LBA Realty 3250 East Carpenter Avenue Anaheim CA LBA Realty 33210 Central Avenue Union City CA LBA Realty 351 Cheryl Lane Walnut CA LBA Realty 4400-4450 Ruffin Road San Diego CA LBA Realty 47650 Westinghouse Drive Fremont CA LBA Realty 48363 Fremont Boulevard Fremont CA LBA Realty 49 Stouts Lane Monmouth Junction NJ LBA Realty 5101 Renegade Way Florence KY LBA Realty 5115 East La Palma Avenue Anaheim CA LBA Realty 5270 West John Cannon Dr Salt Lake City UT LBA Realty 551 Courier Street Henderson NV LBA Realty 5648 Copley Drive San Diego CA LBA Realty 5951 Skylab Road Huntington Beach CA LBA Realty 75 South Kelly Road American Canyon CA LBA Realty 780 Hartman Road Austell GA LBA Realty 800 Corporate Way Fremont CA LBA Realty 850 Corporate Way Fremont CA LBA Realty 851 Enterprise Way Fullerton CA LBA Realty 89 South Kelly Road American Canyon CA LBA Realty 9125 Rehco Road San Diego CA LBA Realty Airgas - Clairemont Mesa San Diego CA LBA Realty Alpha Plastics Salt Lake City UT LBA Realty Denver Commerce Center Denver CO LBA Realty Ficus Street 2849 Pomona CA LBA Realty Los Angeles Regional Distribution Center Baldwin Park CA LBA Realty McLaughlin 905 San Jose CA LBA Realty Mira Loma Distribution Center - Hamner and Micro Mira Loma CA LBA Realty Mountain West Business Park - Building 7 Denver CO LBA Realty Mountain West Business Park - Building 8 Denver CO LBA Realty Raymer Fullerton CA LBA Realty RCDC (11400 Newport) Ontario CA LBA Realty Thunder Studios Long Beach CA LBA Realty Western Ave 33463 Union City CA LXP Industrial Trust 1155 Silo Drive Olive Branch MS LXP Industrial Trust 1625 Oakley Industrial Blvd Palmetto GA LXP Industrial Trust 16407 Applewhite Road San Antonio TX LXP Industrial Trust 16811 W. Commerce Dr. Goodyear AZ LXP Industrial Trust 1860 Walcutt Road Columbus OH LXP Industrial Trust 3400 NW 35th Street Ocala FL LXP Industrial Trust 3405 S. McQueen Rd. Chandler AZ LXP Industrial Trust 8601 East Sam Lee Lane Roanoke TX Nearon 5300 HG DRIVE HOLDINGS, LLC Salt Lake City UT Nearon Tolleson Logistics Holdings I & II, LLC Tolleson AZ PGIM Real Estate Baltimore Crossroads Area 10-B1 Middle River MD PGIM Real Estate Cabot 11 - 31 Suffolk Mansfield MA PGIM Real Estate Cabot 12 - 33 Suffolk Mansfield MA PGIM Real Estate Cabot 15 - 574 West Street Mansfield MA PGIM Real Estate Gateway 270 Building 4 Clarksburg MD PGIM Real Estate I-78 Logistics Center Building 6 Phillipsburg NJ PGIM Real Estate I-78 Logistics Center Building 7 Phillipsburg NJ PGIM Real Estate MONTERREY 02 Apodaca XX PGIM Real Estate Northeast Business Park Ph IIB Trenton NJ PGIM Real Estate Polaris Apodaca XX PGIM Real Estate Polaris Prumex IV Apodaca XX PGIM Real Estate Preston Gateway - Marstellar Rock Hanover MD PGIM Real Estate Preston Gateway North - Amazon Hanover MD PGIM Real Estate Preston Gateway North - Coca Cola Hanover MD PGIM Real Estate Rialto Fulfillment Center - Phase I Bloomington CA PGIM Real Estate Sabre 2 Ciudad Juarez XX PGIM Real Estate SILAO SANTA FE 01 Silao XX PGIM Real Estate TBWoods San Luis Potosi XX PGIM Real Estate The Brick Yard Building G Laurel MD PGIM Real Estate The Brick Yard Building H Laurel MD PGIM Real Estate Toro I Ciudad Juarez XX Principal Real Estate Investors 3351 Philadelphia Ontario CA Principal Real Estate Investors Airport Distribution Center-GA Atlanta GA Principal Real Estate Investors Bay Area Business Park-Bldg 8 Pasadena TX Principal Real Estate Investors Carver Business Ctr-Bldg. 2 Tempe AZ Principal Real Estate Investors Crews Commerce Center I Orlando FL Principal Real Estate Investors East Valley-Bldg. 3 Renton WA Principal Real Estate Investors East Valley-Bldg. 9 Renton WA Principal Real Estate Investors Hitachi Hillsboro Hillsboro OR Principal Real Estate Investors Metro East Valley Commerce - B Mesa AZ Principal Real Estate Investors Oakesdale Ave SW - 4051 Renton WA Principal Real Estate Investors Valley Centre Corp. Park 2 Auburn WA Rexford Industrial 10694 Tamarind Avenue Bloomington CA Rexford Industrial 12154 Montague Street Pacoima CA Rexford Industrial 12838 Saticoy Street North Hollywood CA Rexford Industrial 13890 Nelson Avenue La Puente CA Rexford Industrial 1601 Mission Blvd Pomona CA Rexford Industrial 16010 Shoemaker Avenue Cerritos CA Rexford Industrial 16321-16327 Arrow Highway Baldwin Park CA Rexford Industrial 1700 Saturn Way Seal Beach CA Rexford Industrial 17031-17037 Green Drive La Puente CA Rexford Industrial 20481 Crescent Bay Lake Forest CA Rexford Industrial 20531 Crescent Bay Lake Forest CA Rexford Industrial 2390 Ward Avenue Simi Valley CA Rexford Industrial 25413 Rye Canyon Valencia CA Rexford Industrial 2553 Garfield Avenue Los Angeles CA Rexford Industrial 2750 Alameda Street Los Angeles CA Rexford Industrial 29003 Avenue Sherman Valencia CA Rexford Industrial 3071 Coronado Street Anaheim CA Rexford Industrial 3100 Lomita Torrance CA Rexford Industrial 340-344 Bonnie Circle Corona CA Rexford Industrial 4039 Calle Platino Oceanside CA Rexford Industrial 425 Hacienda Blvd Hacienda Heights CA Rexford Industrial 5421 Argosy Avenue Huntington Beach CA Rexford Industrial 6687 Flotilla Street Los Angeles CA Rexford Industrial 679-691 Anderson Street Los Angeles CA Rexford Industrial 8315 Hanan Way Pico Rivera CA Rexford Industrial 9230 Mason Avenue Chatsworth CA Rexford Industrial 9340 Cabot Drive San Diego CA Rexford Industrial Bonita Thompson Pomona CA Rexford Industrial Fleetwood Street Sun Valley CA Rexford Industrial Vanowen Burbank CA Stockbridge 10900 World Trade Morrisville NC Stockbridge 1200 Westport Rd Imperial PA Stockbridge 224 & 226 Commerce Street Broomfield CO Stockbridge AllianceFlorida - Cecil Commerce Center Jacksonville FL Stockbridge Mesquite Business Center Mesquite TX Stockbridge NLP Airport Business Park I LLC Smyrna TN Stockbridge NLP Goodyear BTS LLC Forney TX Stockbridge NLP Wayfair BTS LLC Jacksonville FL Stockbridge Savannah Port Logistics Center Bldg II Pooler GA Baptist Health 87th Court Miami FL Baptist Health Baptist Eye Surgery Center Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Coral Springs Pompano Beach FL Baptist Health Baptist Medical Plaza at Davie Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Miami Lakes Hialeah FL Baptist Health Flagler Endoscopy Center West Palm Beach FL Baptist Health South Palm Surgery Center Boca Raton FL Baptist Health Baptist Health Urgent Care Express at Country Walk Miami FL Baptist Health Baptist Medical Plaza at Tamiami Miami FL Baptist Health Baptist Medical Plaza at Westchester Miami FL Baptist Health WKBH Emergency Center - Country Walk Miami FL Healthcare Realty 1092 Madison Albany NY Healthcare Realty Community Medical Pavilion - Hamilton MOB Indianapolis IN Healthpeak Properties 579 Conroe TX Healthpeak Properties 602 Lake Worth FL Healthpeak Properties 1057 Newburgh IN Healthpeak Properties 1061 Granbury TX Healthpeak Properties 1078 Flowood MS Healthpeak Properties 1945 Louisville KY Healthpeak Properties 1946 Louisville KY Healthpeak Properties 2039 Kansas City KS Healthpeak Properties 3007 Denton TX Healthpeak Properties 3012 Morristown NJ Healthpeak Properties 3013 Morristown NJ Healthpeak Properties 3014 Morristown NJ Lillibridge 3015 - Carroll Hospital MOB Westminster MD Lillibridge 6010 - St. Joseph Medical Building Kansas City MO Lillibridge 6048 - O'Fallon O Fallon MO Lillibridge 6243 - Bon Secours Professional Office Building Venice FL Lillibridge 6360 - LHRET Michigan Heart Center Kalamazoo MI Lillibridge 6490 - Gaston Professional Center Gastonia NC Lillibridge 6502 - Harrisburg Family Physicians Harrisburg NC Lillibridge 6505 - Copperfield Medical Mall Concord NC Lillibridge 6506 - Weddington Internal & Pediatric Medicine Concord NC Lillibridge 6527 - Providence MOB II Columbia SC Lillibridge 6550 - 200 Andrews Greenville SC Lillibridge 6553 - St Francis Outpatient Surgery Center Greenville SC Lillibridge 6556 - St Francis Medical Plaza (Greenville) Greenville SC Lillibridge 6956 - Primecare Building Zanesville OH Lillibridge 6957 - Outpatient Rehabilitation Building Zanesville OH Lillibridge 7721 - Allina Health Elk River MN Lillibridge 7794 - Duke Health South Durham Durham NC Nuveen Real Estate Ascension Micro-Hospital Milwaukee WI PMB Real Estate Services Administration Building Vancouver WA PMB Real Estate Services Bonney Lake Medical Office Building Bonney Lake WA PMB Real Estate Services Carson Tahoe Specialty Medical Center Carson City NV PMB Real Estate Services Holy Family Central MOB Spokane WA PMB Real Estate Services Providence Medical Plaza II Burbank CA PMB Real Estate Services Ramona Medical Plaza Ramona CA PMB Real Estate Services San Gabriel Valley Medical Plaza San Gabriel CA PMB Real Estate Services St. Mary's Medical Pavilion Tucson AZ Ryan Companies Asheville Surgery Partners Asheville NC Ryan Companies Edward Elmhurst - Woodridge Woodridge IL Ryan Companies Froedtert Mequon Health Center Thiensville WI Affinius Capital National Cancer Institute Rockville MD Affinius Capital National Science Foundation BTS Alexandria VA Affinius Capital NCI Lab Rockville MD Affinius Capital One Liberty Center Arlington VA Affinius Capital Three White Flint Rockville MD Affinius Capital TSA Springfield VA Allied Properties Real Estate Investment Trust 121 John Street Toronto ON Allied Properties Real Estate Investment Trust 388 King Street West Toronto ON ASB Real Estate Investments 1010 Flanders Portland OR ASB Real Estate Investments 801 North Capitol Street NE Washington DC Baptist Health The Atrium Corporate Building Miami FL Baptist Health Town and Country Corporate Center Miami FL Cushman & Wakefield Heritage Center III Annandale VA Golub & Company Illinois Science + Technology Park 4901 Skokie IL Investors Associated 5310 Wall Street Madison WI JBG SMITH 1000 Thomas Jefferson St, NW Washington DC JBG SMITH 1215 South Clark Street Arlington VA JBG SMITH 1770 Crystal Drive Arlington VA JBG SMITH 6100 Wabash Avenue Baltimore MD LBA Realty 2722 Michelson Drive Irvine CA Lionstone Investments Platte 1700 Denver CO Lionstone Investments University Park Austin TX Manulife 200 Berkeley Boston MA Manulife 2310 Alfred Nobel Blvd Saint-Laurent QC Manulife 2800 Avenue Marie Curie Saint-Laurent QC Manulife 3383 Gilmore Way Burnaby BC Manulife 7150 Frederick Banting Saint-Laurent QC Manulife Dongguan Dahua Print Co. Ltd. Dongguan XX Manulife Redwood Wuxi Warehouse Co. Ltd. Wuxi XX Parmenter Realty Partners Primera Tower II Lake Mary FL Parmenter Realty Partners Primera Tower III Lake Mary FL Principal Real Estate Investors Capitol Plaza I Washington DC Principal Real Estate Investors Piedmont Office 4720 Charlotte NC Property Reserve Inc. Kirton & McConkie Building Salt Lake City UT Redcar Properties Ltd 5920 Blackwelder St. Culver City CA Ryan Companies AT&T Tower Minneapolis MN Ryan Companies Froedtert Integrated Service Center Menomonee Falls WI Shorenstein 601 City Center Oakland CA Stockbridge 16th Station Atlanta GA STRS Ohio Foundry Square San Francisco CA Tishman Speyer 222 Second Street San Francisco CA Tishman Speyer 400 Castro Mountain View CA Tishman Speyer 407 N Maple Drive Beverly Hills CA Tishman Speyer One Channel Center Boston MA Tishman Speyer Reston Crossing Reston VA Ventas, Inc. Center for Technology & Innovation Raleigh NC Wexford Science + Technology 225 Dyer St. Providence RI Wexford Science + Technology South Street Landing Providence RI ASB Real Estate Investments Colorado Center Retail Denver CO Lionstone Investments Sugar Land Town Square (SLOFFE) - Retail Sugar Land TX Manulife 318 Ontario Street St. Catherines ON PGIM Real Estate Desert Crossing I Palm Desert CA PGIM Real Estate Desert Crossing V Palm Desert CA Retail Sector Kingsley Excellence Award 100% Club Winners Retail Client Company Name Property Name City State ASB Real Estate Investments Colorado Center Retail Denver CO Lionstone Investments Sugar Land Town Square (SLOFFE) - Retail Sugar Land TX Manulife 318 Ontario Street St. Catherines ON PGIM Real Estate Desert Crossing I Palm Desert CA PGIM Real Estate Desert Crossing V Palm Desert CA Medical Office Sector Kingsley Excellence Award 100% Club Winners Medical Office Client Company Name Property Name City State Baptist Health 87th Court Miami FL Baptist Health Baptist Eye Surgery Center Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Coral Springs Pompano Beach FL Baptist Health Baptist Medical Plaza at Davie Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Miami Lakes Hialeah FL Baptist Health Flagler Endoscopy Center West Palm Beach FL Baptist Health South Palm Surgery Center Boca Raton FL Baptist Health Baptist Health Urgent Care Express at Country Walk Miami FL Baptist Health Baptist Medical Plaza at Tamiami Miami FL Baptist Health Baptist Medical Plaza at Westchester Miami FL Baptist Health WKBH Emergency Center - Country Walk Miami FL Healthcare Realty 1092 Madison Albany NY Healthcare Realty Community Medical Pavilion - Hamilton MOB Indianapolis IN Healthpeak Properties 579 Conroe TX Healthpeak Properties 602 Lake Worth FL Healthpeak Properties 1057 Newburgh IN Healthpeak Properties 1061 Granbury TX Healthpeak Properties 1078 Flowood MS Healthpeak Properties 1945 Louisville KY Healthpeak Properties 1946 Louisville KY Healthpeak Properties 2039 Kansas City KS Healthpeak Properties 3007 Denton TX Healthpeak Properties 3012 Morristown NJ Healthpeak Properties 3013 Morristown NJ Healthpeak Properties 3014 Morristown NJ Lillibridge 3015 - Carroll Hospital MOB Westminster MD Lillibridge 6010 - St. Joseph Medical Building Kansas City MO Lillibridge 6048 - O'Fallon O Fallon MO Lillibridge 6243 - Bon Secours Professional Office Building Venice FL Lillibridge 6360 - LHRET Michigan Heart Center Kalamazoo MI Lillibridge 6490 - Gaston Professional Center Gastonia NC Lillibridge 6502 - Harrisburg Family Physicians Harrisburg NC Lillibridge 6505 - Copperfield Medical Mall Concord NC Lillibridge 6506 - Weddington Internal & Pediatric Medicine Concord NC Lillibridge 6527 - Providence MOB II Columbia SC Lillibridge 6550 - 200 Andrews Greenville SC Lillibridge 6553 - St Francis Outpatient Surgery Center Greenville SC Lillibridge 6556 - St Francis Medical Plaza (Greenville) Greenville SC Lillibridge 6956 - Primecare Building Zanesville OH Lillibridge 6957 - Outpatient Rehabilitation Building Zanesville OH Lillibridge 7721 - Allina Health Elk River MN Lillibridge 7794 - Duke Health South Durham Durham NC Nuveen Real Estate Ascension Micro-Hospital Milwaukee WI PMB Real Estate Services Administration Building Vancouver WA PMB Real Estate Services Bonney Lake Medical Office Building Bonney Lake WA PMB Real Estate Services Carson Tahoe Specialty Medical Center Carson City NV PMB Real Estate Services Holy Family Central MOB Spokane WA PMB Real Estate Services Providence Medical Plaza II Burbank CA PMB Real Estate Services Ramona Medical Plaza Ramona CA PMB Real Estate Services San Gabriel Valley Medical Plaza San Gabriel CA PMB Real Estate Services St. Mary's Medical Pavilion Tucson AZ Ryan Companies Asheville Surgery Partners Asheville NC Ryan Companies Edward Elmhurst - Woodridge Woodridge IL Ryan Companies Froedtert Mequon Health Center Thiensville WI Industrial Sector Kingsley Excellence Award 100% Club Winners Industrial Client Company Name Property Name City State Affinius Capital Air 59 Houston Humble TX Affinius Capital Amazon Chicago MDW7 Monee IL Affinius Capital AMZL Asheville, NC - DRT4 Asheville NC Affinius Capital AMZL Bremerton, WA - DSE8 Bremerton WA Affinius Capital Crossroads 55 Amazon - ORD 2 Channahon IL Affinius Capital Crossroads 55 I Channahon IL Affinius Capital Greenwood 75 McDonough GA Affinius Capital Jacquemin Logistics Center II West Chester OH Affinius Capital Kyle Distribution Center McDonough GA Affinius Capital Stateline Distribution-Bldg C Southaven MS Affinius Capital Wolverine Distribution Center Beaumont CA Affinius Capital Zappos (SDF4) Shepherdsville KY ASB Real Estate Investments Bloomington Logistics Center Bloomington CA ASB Real Estate Investments Columbia Business Park Riverside CA AXA Real Estate Investment Managers US LLC 11614 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 11740 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 150 Milford Road Hightstown NJ AXA Real Estate Investment Managers US LLC Lone Mountain Distribution Center North Las Vegas NV Baptist Health - 2Q Consolidated Distribution Center Miami FL BlackRock Tamarac Industrial Venture Fort Lauderdale FL Clarion Partners 11500 NW 123 Street Miami FL Clarion Partners 1811 Brittmoore Houston TX Clarion Partners 238 Belvidere Road Perryville MD Clarion Partners 3828 Civic Center North Las Vegas NV Clarion Partners 5685 Alcoa Avenue Los Angeles CA Clarion Partners 7951 Oceano Avenue Jessup MD Clarion Partners 840 Business Center Mount Juliet TN Clarion Partners 970 McLaughlin Avenue San Jose CA Clarion Partners Crosspoint 8 Indianapolis IN Clarion Partners Deltona Logistics Deltona FL Clarion Partners East Point Trade Center Bldg 3 Palmyra PA Clarion Partners Horizon Pointe Suwanee GA Clarion Partners Miraloma Distribution Center Anaheim CA Clarion Partners NFTZ #8 Dallas TX Clarion Partners Ontario Ranch Log. Ctr Bld 1 Ontario CA Clarion Partners Rivergate Corporate Center V Portland OR Clarion Partners The Viking Building Puyallup WA Clarion Partners Tropical Shipping Dist. Center Miami FL Dalfen Industrial 1581 Corp. Dr McKinney TX Dalfen Industrial 8601 Forney Road Dallas TX EverWest 5481 Brisa/Livermore Livermore CA EverWest Cessna Corona CA EverWest GF San Diego San Diego CA EverWest Sugar Land-12520 W Airport Blvd Sugar Land TX First Industrial 1045 SOUTH EDWARD DRIVE Tempe AZ First Industrial 105 STEAMBOAT BLVD Manchester PA First Industrial 10586 TAMARIND AVENUE Bloomington CA First Industrial 11253 REDWOOD AVENUE Fontana CA First Industrial 11701 EAST 53RD AVENUE Denver CO First Industrial 1225 BENGIES ROAD White Marsh MD First Industrial 1250 RANCHO CONEJO BLVD. Newbury Park CA First Industrial 12874 WESTMORE AVENUE Livonia MI First Industrial 12925 MARLAY AVENUE Fontana CA First Industrial 1351 NW 78TH AVE Miami FL First Industrial 145 WEST 134TH STREET Los Angeles CA First Industrial 1490 DENNISON CIRCLE Carlisle PA First Industrial 1624 MEIJER DRIVE Troy MI First Industrial 1650 HIGHWAY 155 McDonough GA First Industrial 16500 W. 103RD STREET Woodridge IL First Industrial 16522 HUNTERS GREEN PARKWAY Hagerstown MD First Industrial 17100 PERRIS BOULEVARD Moreno Valley CA First Industrial 17825 INDIAN STREET Moreno Valley CA First Industrial 18501 W. STANFORD RD. Tracy CA First Industrial 1864 NORTHWOOD DRIVE Troy MI First Industrial 1935-55 ENTERPRISE DRIVE Rochester MI First Industrial 1972 MEIJER DRIVE Troy MI First Industrial 20 HOOK MOUNTAIN ROAD Pine Brook NJ First Industrial 2050 EAST PARK DRIVE Conyers GA First Industrial 20700 DENKER AVE Torrance CA First Industrial 21900 DODD BOULEVARD Lakeville MN First Industrial 2220 MERRITT DRIVE Garland TX First Industrial 2300 WINDSOR COURT Addison IL First Industrial 2375 CAMINO VIDA ROBLE Carlsbad CA First Industrial 24 WORLD'S FAIR DRIVE Somerset NJ First Industrial 24385 NANDINA AVENUE Perris CA First Industrial 24901 SAN MICHELE ROAD Moreno Valley CA First Industrial 2500 N.W. 19TH STREET Pompano Beach FL First Industrial 2700 COMMERCE DRIVE Middletown PA First Industrial 2701 COMMERCE DRIVE Middletown PA First Industrial 2780 COMMERCE DRIVE Middletown PA First Industrial 27801 AVENUE SCOTT Valencia CA First Industrial 2835 EAST ANA STREET Compton CA First Industrial 2900 W. 166TH STREET Markham IL First Industrial 298 FIRST AVENUE Gouldsboro PA First Industrial 305-311 ERA DRIVE Northbrook IL First Industrial 3365 E. SLAUSON Los Angeles CA First Industrial 3500 CHANNAHON ROAD Joliet IL First Industrial 3600 NORTH COTTON LANE Goodyear AZ First Industrial 375 RIVERTOWN DRIVE Saint Paul MN First Industrial 3815 W. WASHINGTON ST. Phoenix AZ First Industrial 3817 OCEAN RANCH BLVD Oceanside CA First Industrial 401 AIRPORT ROAD North Aurora IL First Industrial 4300 PINE TIMBERS Houston TX First Industrial 4401 SHADER ROAD Orlando FL First Industrial 4436 MUHLHAUSER RD Hamilton OH First Industrial 4640 CUMMINGS PARK Antioch TN First Industrial 4721 IRONTON STREET Denver CO First Industrial 47711 CLIPPER STREET Plymouth MI First Industrial 4800 NW 15TH AVE. Fort Lauderdale FL First Industrial 4800 WEST GREENS ROAD Houston TX First Industrial 4940-4950 PARIS Denver CO First Industrial 4955 OAKLEY INDUSTRIAL BLVD Fairburn GA First Industrial 50 SOUTH 56TH STREET Chandler AZ First Industrial 5301 NOTTINGHAM DRIVE White Marsh MD First Industrial 555 W. ALGONQUIN RD Arlington Heights IL First Industrial 615 E SAM HOUSTON PARKWAY Pasadena TX First Industrial 619 EAST SAM HOUSTON PARKWAY S Pasadena TX First Industrial 6301 LYONS ROAD Pompano Beach FL First Industrial 665 N. BALDWIN PARK BLVD La Puente CA First Industrial 6913 GUHN ROAD Houston TX First Industrial 7050 WINNETKA AVENUE NORTH Minneapolis MN First Industrial 8015 PARAMOUNT Pico Rivera CA First Industrial 8020 SOUTH PARK CIRCLE Littleton CO First Industrial 8505 50TH STREET Kenosha WI First Industrial 8644 WEST LUDLOW DRIVE Peoria AZ First Industrial 8751 SKINNER COURT Orlando FL First Industrial 8810 W. 116TH CIRCLE Broomfield CO First Industrial 9310 W. BUCKEYE ROAD Tolleson AZ First Industrial 935 ALDRIN DRIVE Saint Paul MN First Industrial 9500 WEST 49TH AVENUE - C Wheat Ridge CO First Industrial 9525 GLADES DRIVE West Chester OH First Industrial 980 CHICAGO Troy MI IDS Real Estate Group Kerns at Siempre Viva San Diego CA J.P. Morgan Chariot Logistics Center Melrose Park IL LaSalle Investment Management 14445 Alondra La Mirada La Mirada CA LaSalle Investment Management Fremont Distribution Center Fremont CA LaSalle Investment Management Kendall Distribution Center Atlanta GA LaSalle Investment Management Taylor Road Industrial Romeoville IL LBA Realty 11130 Holder Street Cypress CA LBA Realty 125 Capital Road Pittston PA LBA Realty 1421 N Market Blvd Sacramento CA LBA Realty 1421 Sunbury Road Midway GA LBA Realty 15100 East 40th Avenue Denver CO LBA Realty 17450 East 32nd Place Aurora CO LBA Realty 201 Northpoint Drive Coppell TX LBA Realty 325 Marmon Drive Bolingbrook IL LBA Realty 3250 East Carpenter Avenue Anaheim CA LBA Realty 33210 Central Avenue Union City CA LBA Realty 351 Cheryl Lane Walnut CA LBA Realty 4400-4450 Ruffin Road San Diego CA LBA Realty 47650 Westinghouse Drive Fremont CA LBA Realty 48363 Fremont Boulevard Fremont CA LBA Realty 49 Stouts Lane Monmouth Junction NJ LBA Realty 5101 Renegade Way Florence KY LBA Realty 5115 East La Palma Avenue Anaheim CA LBA Realty 5270 West John Cannon Dr Salt Lake City UT LBA Realty 551 Courier Street Henderson NV LBA Realty 5648 Copley Drive San Diego CA LBA Realty 5951 Skylab Road Huntington Beach CA LBA Realty 75 South Kelly Road American Canyon CA LBA Realty 780 Hartman Road Austell GA LBA Realty 800 Corporate Way Fremont CA LBA Realty 850 Corporate Way Fremont CA LBA Realty 851 Enterprise Way Fullerton CA LBA Realty 89 South Kelly Road American Canyon CA LBA Realty 9125 Rehco Road San Diego CA LBA Realty Airgas - Clairemont Mesa San Diego CA LBA Realty Alpha Plastics Salt Lake City UT LBA Realty Denver Commerce Center Denver CO LBA Realty Ficus Street 2849 Pomona CA LBA Realty Los Angeles Regional Distribution Center Baldwin Park CA LBA Realty McLaughlin 905 San Jose CA LBA Realty Mira Loma Distribution Center - Hamner and Micro Mira Loma CA LBA Realty Mountain West Business Park - Building 7 Denver CO LBA Realty Mountain West Business Park - Building 8 Denver CO LBA Realty Raymer Fullerton CA LBA Realty RCDC (11400 Newport) Ontario CA LBA Realty Thunder Studios Long Beach CA LBA Realty Western Ave 33463 Union City CA LXP Industrial Trust 1155 Silo Drive Olive Branch MS LXP Industrial Trust 1625 Oakley Industrial Blvd Palmetto GA LXP Industrial Trust 16407 Applewhite Road San Antonio TX LXP Industrial Trust 16811 W. Commerce Dr. Goodyear AZ LXP Industrial Trust 1860 Walcutt Road Columbus OH LXP Industrial Trust 3400 NW 35th Street Ocala FL LXP Industrial Trust 3405 S. McQueen Rd. Chandler AZ LXP Industrial Trust 8601 East Sam Lee Lane Roanoke TX Nearon 5300 HG DRIVE HOLDINGS, LLC Salt Lake City UT Nearon Tolleson Logistics Holdings I & II, LLC Tolleson AZ PGIM Real Estate Baltimore Crossroads Area 10-B1 Middle River MD PGIM Real Estate Cabot 11 - 31 Suffolk Mansfield MA PGIM Real Estate Cabot 12 - 33 Suffolk Mansfield MA PGIM Real Estate Cabot 15 - 574 West Street Mansfield MA PGIM Real Estate Gateway 270 Building 4 Clarksburg MD PGIM Real Estate I-78 Logistics Center Building 6 Phillipsburg NJ PGIM Real Estate I-78 Logistics Center Building 7 Phillipsburg NJ PGIM Real Estate MONTERREY 02 Apodaca XX PGIM Real Estate Northeast Business Park Ph IIB Trenton NJ PGIM Real Estate Polaris Apodaca XX PGIM Real Estate Polaris Prumex IV Apodaca XX PGIM Real Estate Preston Gateway - Marstellar Rock Hanover MD PGIM Real Estate Preston Gateway North - Amazon Hanover MD PGIM Real Estate Preston Gateway North - Coca Cola Hanover MD PGIM Real Estate Rialto Fulfillment Center - Phase I Bloomington CA PGIM Real Estate Sabre 2 Ciudad Juarez XX PGIM Real Estate SILAO SANTA FE 01 Silao XX PGIM Real Estate TBWoods San Luis Potosi XX PGIM Real Estate The Brick Yard Building G Laurel MD PGIM Real Estate The Brick Yard Building H Laurel MD PGIM Real Estate Toro I Ciudad Juarez XX Principal Real Estate Investors 3351 Philadelphia Ontario CA Principal Real Estate Investors Airport Distribution Center-GA Atlanta GA Principal Real Estate Investors Bay Area Business Park-Bldg 8 Pasadena TX Principal Real Estate Investors Carver Business Ctr-Bldg. 2 Tempe AZ Principal Real Estate Investors Crews Commerce Center I Orlando FL Principal Real Estate Investors East Valley-Bldg. 3 Renton WA Principal Real Estate Investors East Valley-Bldg. 9 Renton WA Principal Real Estate Investors Hitachi Hillsboro Hillsboro OR Principal Real Estate Investors Metro East Valley Commerce - B Mesa AZ Principal Real Estate Investors Oakesdale Ave SW - 4051 Renton WA Principal Real Estate Investors Valley Centre Corp. Park 2 Auburn WA Rexford Industrial 10694 Tamarind Avenue Bloomington CA Rexford Industrial 12154 Montague Street Pacoima CA Rexford Industrial 12838 Saticoy Street North Hollywood CA Rexford Industrial 13890 Nelson Avenue La Puente CA Rexford Industrial 1601 Mission Blvd Pomona CA Rexford Industrial 16010 Shoemaker Avenue Cerritos CA Rexford Industrial 16321-16327 Arrow Highway Baldwin Park CA Rexford Industrial 1700 Saturn Way Seal Beach CA Rexford Industrial 17031-17037 Green Drive La Puente CA Rexford Industrial 20481 Crescent Bay Lake Forest CA Rexford Industrial 20531 Crescent Bay Lake Forest CA Rexford Industrial 2390 Ward Avenue Simi Valley CA Rexford Industrial 25413 Rye Canyon Valencia CA Rexford Industrial 2553 Garfield Avenue Los Angeles CA Rexford Industrial 2750 Alameda Street Los Angeles CA Rexford Industrial 29003 Avenue Sherman Valencia CA Rexford Industrial 3071 Coronado Street Anaheim CA Rexford Industrial 3100 Lomita Torrance CA Rexford Industrial 340-344 Bonnie Circle Corona CA Rexford Industrial 4039 Calle Platino Oceanside CA Rexford Industrial 425 Hacienda Blvd Hacienda Heights CA Rexford Industrial 5421 Argosy Avenue Huntington Beach CA Rexford Industrial 6687 Flotilla Street Los Angeles CA Rexford Industrial 679-691 Anderson Street Los Angeles CA Rexford Industrial 8315 Hanan Way Pico Rivera CA Rexford Industrial 9230 Mason Avenue Chatsworth CA Rexford Industrial 9340 Cabot Drive San Diego CA Rexford Industrial Bonita Thompson Pomona CA Rexford Industrial Fleetwood Street Sun Valley CA Rexford Industrial Vanowen Burbank CA Stockbridge 10900 World Trade Morrisville NC Stockbridge 1200 Westport Rd Imperial PA Stockbridge 224 & 226 Commerce Street Broomfield CO Stockbridge AllianceFlorida - Cecil Commerce Center Jacksonville FL Stockbridge Mesquite Business Center Mesquite TX Stockbridge NLP Airport Business Park I LLC Smyrna TN Stockbridge NLP Goodyear BTS LLC Forney TX Stockbridge NLP Wayfair BTS LLC Jacksonville FL Stockbridge Savannah Port Logistics Center Bldg II Pooler GA Are you ready to elevate tenant satisfaction and compete for the 100% Club? Talk to one of our KingsleySurveys experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-01-27 17:07:23 - Category: Pages - [2025 Kingsley Excellence Awards – 100% Club](https://gracehill.com/kingsley-excellence-awards/2025/commercial-100-club/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… ------------------------- # 2025 Kingsley Excellence Awards – 100% Club > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club. This special award designation offers an opportunity to showcase the property's performance to current and future tenants.  Congratulations to all the winners and commercial teams for providing an exceptional tenant experience! The commercial properties that qualified for the 2025 Kingsley Excellence Award 100% Club based on their perfect 2023 and 2024 overall tenant satisfaction scores are listed by property type below. Office Office Winners Industrial Industrial Winners Medical Office Medical Office Winners Retail Retail Winners Office Sector Kingsley Excellence Award 100% Club Winners Office Client Company Name Property Name City State Affinius Capital FBI Charlotte Charlotte NC Affinius Capital National Cancer Institute Rockville MD Affinius Capital National Institute for Allergy and Infectious Diseases Rockville MD Affinius Capital National Science Foundation BTS Alexandria VA Affinius Capital NCI Lab Rockville MD Affinius Capital One Liberty Center Arlington VA Affinius Capital Three White Flint Rockville MD Affinius Capital TSA Springfield VA ASB Real Estate Investments 1010 Flanders Portland OR ASB Real Estate Investments 801 North Capitol Street NE Washington DC Catalyst Healthcare Real Estate 2 N. Palafox, LLC - 18 Pensacola FL Catalyst Healthcare Real Estate 801 W. Romana Pensacola FL CBRE Investment Management Lincoln Place Arlington VA Felton Properties Sorenson Building Salt Lake City UT Golub & Company Illinois Science + Technology Park 4901 Skokie IL J.P. Morgan 1875 K Street Washington DC J.P. Morgan Duke Street Alexandria VA JBG SMITH 1717 K Street, NW Washington DC JBG SMITH 1770 Crystal Drive Arlington VA JBG SMITH 5600 Fishers Lane Rockville MD JBG SMITH 6100 Wabash Avenue Baltimore MD JLL 6200 The Corners Norcross GA LBA Realty 510 Airline Drive Coppell TX Lincoln Property Company Papago Grand 1 Tempe AZ Lionstone Investments Platte 15 - Office Denver CO Manulife Tanasbourne II Hillsboro OR Mortenson Properties Inc. North Wirth Minneapolis MN Nearon PARK ROAD HOLDINGS, LLC - Office Benicia CA Nuveen Real Estate 1840 Victory Blvd Glendale CA Nuveen Real Estate 5945 Optical Court San Jose CA Nuveen Real Estate Five Oaks Place Houston TX Principal Real Estate Investors Bay Center Offices - 6455 Emeryville CA Principal Real Estate Investors Portales II Scottsdale AZ Property Reserve Inc. Zions Bank Tower Salt Lake City UT Ryan Companies 901 Marquette Minneapolis MN Ryan Companies Copperpoint Insurance (4600) Phoenix AZ Ryan Companies Froedtert Integrated Service Center Menomonee Falls WI Ryan Companies Go Daddy Tempe AZ Stockbridge 16th Station Atlanta GA Tishman Speyer 1850 K Street NW Washington DC Tishman Speyer 222 Second Street San Francisco CA Tishman Speyer 400 Castro Mountain View CA Tishman Speyer 407 N Maple Drive Beverly Hills CA Tishman Speyer The Wheeler Brooklyn NY Trinity Partners 3020 Carrington Mill Blvd Morrisville NC Trinity Partners 5200 West Paramount Pkwy Morrisville NC Ventas, Inc. 6902 - Center for Technology & Innovation Raleigh NC Wexford Science + Technology 6788 - 225 Dyer St. Providence RI Wexford Science + Technology 6796 - The Assembly - Phase 1 Pittsburgh PA Retail Sector Kingsley Excellence Award 100% Club Winners Retail Client Company Name Property Name City State ASB Real Estate Investments Colorado Center Retail Denver CO Principal Real Estate Investors East Valley-Bldg. 1 Renton WA Principal Real Estate Investors Washington Plaza Yakima WA Property Reserve Inc. World Trade Center - Salt Lake City - Retail Salt Lake City UT Medical Office Sector Kingsley Excellence Award 100% Club Winners Medical Client Company Name Property Name City State American Healthcare REIT Surprise Medical Plaza Surprise AZ Baptist Health Baptist Eye Surgery Center Fort Lauderdale FL Baptist Health Baptist Health Medical Group Primary Care at Galloway Miami FL Baptist Health Baptist Health Urgent Care Express at Country Walk Miami FL Baptist Health Baptist Medical Plaza at Coral Springs Pompano Beach FL Baptist Health Baptist Medical Plaza at Tamiami Miami FL Baptist Health Baptist Medical Plaza at West Kendall Miami FL Baptist Health Baptist Medical Plaza at Westchester Miami FL Baptist Health Baptist Urgent Care at Sawgrass Fort Lauderdale FL Baptist Health Bethesda West Surgery Center Miami-Fort Lauderdale-West Palm Beach FL Baptist Health Key Biscayne Express Care Key Biscayne FL Baptist Health OCED Coral Way Miami FL Baptist Health University UC Miami FL Baptist Health West Boca Urgent Care Boca Raton FL Baptist Health WKBH Emergency Center - Country Walk Miami FL Healthpeak Properties 1057-Deaconess MOB Newburgh IN Healthpeak Properties 1061-Lake Granbury Granbury TX Healthpeak Properties 1064-St Joseph - Lexington Lexington KY Healthpeak Properties 1078-River Oaks Flowood MS Healthpeak Properties 1945-Northeast MOB Louisville KY Healthpeak Properties 1946-St. Matthews Medical Plaza IV Louisville KY Healthpeak Properties 2238-Springs MOB 2 Louisville KY Healthpeak Properties 2862-Grand Strand Medical Center Myrtle Beach SC Healthpeak Properties 3121-725 Concord Cambridge MA Healthpeak Properties 510-Thornton MOB Denver CO Healthpeak Properties 602-JFK 160 MOB Lake Worth FL Healthpeak Properties 610-Oak Medical Plaza 2 Kissimmee FL Healthpeak Properties 627-2222 State Nashville TN Healthpeak Properties MD0003-MedStar Stephen's Crossing Brandywine MD Healthpeak Properties MN0009-Park Nicollet Clinic Chanhassen MN Healthpeak Properties NY0003-Calkins 125 Rochester NY Healthpeak Properties NY0005-Calkins 300 Rochester NY Healthpeak Properties TX0014-Katy Medical Complex Surgery Center Katy TX Healthpeak Properties WI0005-Children's Wisconsin - Brookfield Brookfield WI Lillibridge 2958 - REX Knightdale MOB & Wellness Knightdale NC Lillibridge 2986 - Arnold Urgent Care Arnold MO Lillibridge 3015 - Carroll Hospital MOB Westminster MD Lillibridge 4403 - Jasper 620 Bldg MOB Jasper GA Lillibridge 4451 - Avon MOB Avon IN Lillibridge 6010 - St. Joseph Medical Building Kansas City MO Lillibridge 6048 - O'Fallon O Fallon MO Lillibridge 6360 - LHRET Michigan Heart Center Kalamazoo MI Lillibridge 6391 - Providence Medical Building Washington DC Lillibridge 6505 - Copperfield Medical Mall Concord NC Lillibridge 6506 - Weddington Internal & Pediatric Medicine Concord NC Lillibridge 6512 - East Rocky Mount Kidney Center Rocky Mount NC Lillibridge 6526 - Providence MOB I Columbia SC Lillibridge 6550 - 200 Andrews Greenville SC Lillibridge 6553 - St Francis Outpatient Surgery Center Greenville SC Lillibridge 6556 - St Francis Medical Plaza (Greenville) Greenville SC Lillibridge 6953 - Medical Arts Building 1 Zanesville OH Lillibridge 6956 - Primecare Building Zanesville OH Lillibridge 7721 - Allina Health Elk River MN Lillibridge 7794 - Duke Health South Durham Durham NC Nuveen Real Estate Ascension Micro-Hospital Milwaukee WI Nuveen Real Estate Bucks Town Building #1 Langhorne PA Nuveen Real Estate Edward-Elmhurst Health Center Oswego IL Nuveen Real Estate Evergreen MOB Salt Lake City UT Nuveen Real Estate Las Colinas Cancer Center Irving TX Nuveen Real Estate Linden Oaks Medical Office Building Naperville IL PMB Real Estate Services 0134 - Ramona Medical Plaza Ramona CA PMB Real Estate Services 2957 - Holy Family Central MOB Spokane WA PMB Real Estate Services 3040 - Physicians Pavilion Vancouver WA PMB Real Estate Services 3041 - Administration Building Vancouver WA PMB Real Estate Services 6640 - Bonney Lake Medical Office Building Bonney Lake WA PMB Real Estate Services 6809 - Providence Medical Plaza I Burbank CA PMB Real Estate Services 6811 - San Gabriel Valley Medical Plaza San Gabriel CA PMB Real Estate Services 6812 - Santa Clarita Valley Medical Plaza Valencia CA PMB Real Estate Services 6827 - Providence Medical Plaza II Burbank CA PMB Real Estate Services 6834 - Lakeway Medical Plaza Austin TX PMB Real Estate Services 7725 - Carson Tahoe Specialty Medical Center Carson City NV PMB Real Estate Services 7728 - Carson Tahoe MOB West Carson City NV Ryan Companies Asheville Surgery Partners Asheville NC Ryan Companies Children's Wisconsin - Delafield Delafield WI Ryan Companies Edward Elmhurst - Woodridge Woodridge IL Ryan Companies HSRE Compass Behavioral Health Westmont IL Industrial Sector Kingsley Excellence Award 100% Club Winners Industrial Client Company Name Property Name City State Affinius Capital Amazon Appling-OXD-AGS5 Appling GA Affinius Capital Amazon Chicago MDW7 Monee IL Affinius Capital Amazon IXD Beaumont KRB7 Beaumont CA Affinius Capital Amazon Rochester-DRO2 Rochester NY Affinius Capital AMZL Bremerton, WA - DSE8 Bremerton WA Affinius Capital AMZL Gainesville DFL3 Gainesville FL Affinius Capital Crossroads 55 Amazon - ORD 2 Channahon IL Affinius Capital Crossroads 55 I Channahon IL Affinius Capital Crossroads 55 II Channahon IL Affinius Capital Greenwood 75 McDonough GA Affinius Capital Greenwood 75 Logistics Center II McDonough GA Affinius Capital Kyle Distribution Center McDonough GA Affinius Capital Stateline Distribution-Bldg C Southaven MS Affinius Capital Telge Road Logistics Facility Cypress TX Affinius Capital Wolverine Distribution Center Beaumont CA Affinius Capital Zappos (SDF4) Shepherdsville KY AXA Real Estate Investment Managers US LLC 10700 Business Drive Fontana CA BlackRock Anaheim Dist Ctr Anaheim CA BlackRock Fife I-5 Tacoma WA BlackRock Tamarac Industrial Venture Fort Lauderdale FL CBRE Investment Management 1885 W Mission Pomona CA CBRE Investment Management 33 Logistics Park 1610 Easton PA CBRE Investment Management AMZL Tampa Land O Lakes FL CBRE Investment Management Anson 8A Whitestown IN CBRE Investment Management Arbor Lakes Osseo MN CBRE Investment Management Chelsea Road Portfolio Aberdeen MD CBRE Investment Management CPUS Fremont Fremont CA CBRE Investment Management Turnpike Crossing West Palm Beach FL Clarion Partners 3505 NW 107th Ave Miami FL Clarion Partners 3828 Civic Center North Las Vegas NV Clarion Partners 7951 Oceano Avenue Jessup MD Clarion Partners Algona I Auburn WA Clarion Partners Amazon Mansfield Mansfield TX Clarion Partners Cranbury Station Cranbury NJ Clarion Partners Fall River Distribution Center Fall River MA Clarion Partners GreenParke Building 3 Plainfield IN Clarion Partners LVIP - Bethlehem Bethlehem PA Clarion Partners Miraloma Distribution Center Anaheim CA Clarion Partners Rivergate Corporate Center V Portland OR Clarion Partners Sandy Lake Distribution Center Coppell TX Clarion Partners Tradepoint Business Park 2 Coppell TX First Industrial 10586 TAMARIND AVENUE Bloomington CA First Industrial 1087 PARK PLACE Shakopee MN First Industrial 112 BORDNERSVILLE ROAD Jonestown PA First Industrial 11253 REDWOOD AVENUE Fontana CA First Industrial 11701 EAST 53RD AVENUE Denver CO First Industrial 1200-16 AVENUE H Arlington TX First Industrial 1225 BENGIES ROAD White Marsh MD First Industrial 1281 COUCHVILLE PIKE Mount Juliet TN First Industrial 1281 HIGHWAY 155 S. McDonough GA First Industrial 12874 WESTMORE AVENUE Livonia MI First Industrial 12925 MARLAY AVENUE Fontana CA First Industrial 1351 NW 78TH AVE Miami FL First Industrial 145 WEST 134TH STREET Los Angeles CA First Industrial 1490 DENNISON CIRCLE Carlisle PA First Industrial 1501 OAKTON STREET Elk Grove Village IL First Industrial 1624 MEIJER DRIVE Troy MI First Industrial 1650 HIGHWAY 155 McDonough GA First Industrial 16500 W. 103RD STREET Woodridge IL First Industrial 16560 W. SELLS DRIVE Goodyear AZ First Industrial 17825 INDIAN STREET Moreno Valley CA First Industrial 18501 W. STANFORD RD. Tracy CA First Industrial 2025 MIDWAY ROAD The Colony TX First Industrial 2050 EAST PARK DRIVE Conyers GA First Industrial 20700 DENKER AVE Torrance CA First Industrial 2075 MIDWAY ROAD The Colony TX First Industrial 21900 DODD BOULEVARD Lakeville MN First Industrial 2375 CAMINO VIDA ROBLE Carlsbad CA First Industrial 24901 SAN MICHELE ROAD Moreno Valley CA First Industrial 2500 N.W. 19TH STREET Pompano Beach FL First Industrial 2700 COMMERCE DRIVE Middletown PA First Industrial 2701 COMMERCE DRIVE Middletown PA First Industrial 2835 EAST ANA STREET Compton CA First Industrial 28435 AUTOMATION BLVD Wixom MI First Industrial 2900 W. 166TH STREET Markham IL First Industrial 298 FIRST AVENUE Gouldsboro PA First Industrial 3600 NORTH COTTON LANE Goodyear AZ First Industrial 3815 W. WASHINGTON ST. Phoenix AZ First Industrial 3901 W MILLER ROAD Garland TX First Industrial 4300 PINE TIMBERS Houston TX First Industrial 433 ALASKA AVENUE Torrance CA First Industrial 4436 MUHLHAUSER RD Hamilton OH First Industrial 445 RISING SUN ROAD Bordentown NJ First Industrial 4640-2 CUMMINGS PARK Antioch TN First Industrial 47711 CLIPPER STREET Plymouth MI First Industrial 4800 WEST GREENS ROAD Houston TX First Industrial 4940-4950 PARIS Denver CO First Industrial 4955 OAKLEY INDUSTRIAL BLVD Fairburn GA First Industrial 50 SOUTH 56TH STREET Chandler AZ First Industrial 555 W. ALGONQUIN RD Arlington Heights IL First Industrial 6301 LYONS ROAD Pompano Beach FL First Industrial 665 N. BALDWIN PARK BLVD La Puente CA First Industrial 7050 WINNETKA AVENUE NORTH Minneapolis MN First Industrial 7230-7238 WYNNWOOD Houston TX First Industrial 7666 FORMULA PLACE San Diego CA First Industrial 80 LIBERTY INDUSTRIAL PARKWAY McDonough GA First Industrial 8015 PARAMOUNT Pico Rivera CA First Industrial 801-817 E. ANAHEIM STREET Wilmington CA First Industrial 8020 SOUTH PARK CIRCLE Littleton CO First Industrial 81 PARAGON DRIVE Romeoville IL First Industrial 8505 50TH STREET Kenosha WI First Industrial 8725 31ST STREET Kenosha WI First Industrial 8810 W. 116TH CIRCLE Broomfield CO First Industrial 935 ALDRIN DRIVE Saint Paul MN First Industrial 9500 WEST 49TH AVENUE - C Wheat Ridge CO First Industrial 955 COBB PLACE Kennesaw GA First Industrial 980 CHICAGO Troy MI HG Fenton 201-7343 Carroll Rd San Diego CA HG Fenton 304-Mission Business Center San Diego CA HG Fenton 329-7436 Mission Valley Road San Diego CA HG Fenton 332-7650 Mission Valley Road San Diego CA HG Fenton 337-7565, 7577 Mission Valley Road San Diego CA J.P. Morgan 5555 Jurupa Ontario CA J.P. Morgan Toyota Campus, Phase I (buildings 1-3), Phase II (buildings 4-7) Torrance CA LaSalle Investment Management 14445 Alondra La Mirada La Mirada CA LaSalle Investment Management Gillem Logistics Forest Park GA LaSalle Investment Management Northeast Atlanta Distro Center Jefferson GA LaSalle Investment Management Taylor Road Industrial Romeoville IL LBA Realty 120 First Avenue Gouldsboro PA LBA Realty 125 Capital Road Pittston PA LBA Realty 130 Docks Corner Road Dayton NJ LBA Realty 13900 Mount Limbo Street Reno NV LBA Realty 1421 Sunbury Road Midway GA LBA Realty 1435 N Market Blvd Sacramento CA LBA Realty 150 Hayes Memorial Drive Marlborough MA LBA Realty 15100 East 40th Avenue Denver CO LBA Realty 15716 Wolff Crossing Justin TX LBA Realty 160 Beacon Street (BG) South San Francisco CA LBA Realty 17450 East 32nd Place Aurora CO LBA Realty 190 Wood Avenue South (BG) Iselin NJ LBA Realty 2065 George Street (BG) Melrose Park IL LBA Realty 221 15th Street Del Mar CA LBA Realty 2701 5th Street Sacramento CA LBA Realty 2801-2809 Faber Street Union City CA LBA Realty 325 Marmon Drive Bolingbrook IL LBA Realty 33210 Central Avenue Union City CA LBA Realty 351 Cheryl Lane Walnut CA LBA Realty 37600 Filbert Street (BG) Newark CA LBA Realty 440 S Royal Lane Coppell TX LBA Realty 4400-4450 Ruffin Road San Diego CA LBA Realty 48363 Fremont Boulevard Fremont CA LBA Realty 500 South Millers Ferry Road Wilmer TX LBA Realty 5101 Renegade Way Florence KY LBA Realty 5252 Lovelock Street San Diego CA LBA Realty 5270 West John Cannon Dr Salt Lake City UT LBA Realty 551 Courier Street Henderson NV LBA Realty 5648 Copley Drive San Diego CA LBA Realty 6721 South Eastern Avenue Las Vegas NV LBA Realty 686-704 Allen Street San Bernardino CA LBA Realty 7089-7091 Belgrave Avenue Garden Grove CA LBA Realty 8700 Ritchie Drive Capitol Heights MD LBA Realty 880 Industrial Center (BG) San Jose CA LBA Realty 9125 Rehco Road San Diego CA LBA Realty Aero Ct. San Diego CA LBA Realty Clairemont Mesa Business Center San Diego CA LBA Realty Denver Commerce Center Denver CO LBA Realty Interchange 7 - 1 Advantage Ct Bordentown NJ LBA Realty Los Angeles Regional Distribution Center Baldwin Park CA LBA Realty Mountain West Business Park - Building 7 Denver CO LBA Realty Mountain West Business Park - Building 8 Denver CO LBA Realty RCDC (11400 Newport) Ontario CA LBA Realty Western Ave 33463 Union City CA LXP Industrial Trust 1155 Silo Drive Olive Branch MS LXP Industrial Trust 1625 Oakley Industrial Boulevard Palmetto GA LXP Industrial Trust 16811 W Commerce Drive Goodyear AZ LXP Industrial Trust 21 Inland Parkway Greer SC LXP Industrial Trust 3405 S McQueen Road Chandler AZ LXP Industrial Trust 402 Apple Valley Road Duncan SC LXP Industrial Trust 493 Westridge Parkway McDonough GA LXP Industrial Trust 51 Busch Drive Cartersville GA LXP Industrial Trust 549 Wingo Road Byhalia MS LXP Industrial Trust 6495 Polk Lane Olive Branch MS McCord Development Lockwood Business Park 1 & 2 Houston TX Nearon DIXON VAUGHN HOLDINGS, LLC Dixon CA Nearon MARIANI COURT HOLDINGS, LLC Tracy CA Nearon PARK ROAD HOLDINGS, LLC - Industrial Benicia CA Nearon Tolleson Logistics Holdings I & II, LLC Tolleson AZ Nuveen Real Estate 10850 Train Ct Houston TX Nuveen Real Estate 111 Constitution Boulevard Franklin MA Nuveen Real Estate 230 Deen Still Road Davenport FL Nuveen Real Estate 4183 Temple City Blvd El Monte CA Nuveen Real Estate 8800 95th Avenue N Minneapolis MN Nuveen Real Estate 9163 Siempre Viva Road San Diego CA Nuveen Real Estate Aurora Distribution Center III Aurora IL Nuveen Real Estate Baltimore Industrial Center Essex MD Nuveen Real Estate Brandon Woods Distribution Center II Curtis Bay MD Nuveen Real Estate Center Square Distribution Center Swedesboro NJ Nuveen Real Estate Centerpointe 6 Moreno Valley CA Nuveen Real Estate Central 64 Portfolio Denver CO Nuveen Real Estate Cerritos Industrial Park - E5 Cerritos CA Nuveen Real Estate Chantilly Distribution Center Chantilly VA Nuveen Real Estate Clermont-Bldg 100 Clermont FL Nuveen Real Estate Jonesboro Logistics Center Bldg 300 Jonesboro GA Nuveen Real Estate Jurupa Business Park Fontana CA Nuveen Real Estate Port Northwest - 16230 Houston TX Nuveen Real Estate Stevenson Point (39655 Eureka Drive) Newark CA Nuveen Real Estate Waterfront Distribution Center Jersey City NJ Nuveen Real Estate Weston Business Center 3 Fort Lauderdale FL Nuveen Real Estate Weston Business Center 4 Fort Lauderdale FL Nuveen Real Estate Weston Business Center E Fort Lauderdale FL Nuveen Real Estate Westpointe III Fort Lauderdale FL PGIM Real Estate Airport South Logistics Center Louisville KY PGIM Real Estate Cabot 11 - 31 Suffolk Mansfield MA PGIM Real Estate Cabot 15 - 574 West Street Mansfield MA PGIM Real Estate I-78 Logistics Center Building 7 Phillipsburg NJ PGIM Real Estate Preston Gateway North - Coca Cola Hanover MD PGIM Real Estate Rialto Fulfillment Center - Phase I Bloomington CA PGIM Real Estate The Brick Yard Building F Elkridge MD PGIM Real Estate The Brick Yard Building G Laurel MD PGIM Real Estate The Brick Yard Building H Laurel MD PGIM Real Estate Wenatchee - 142 Ave East Sumner WA Principal Real Estate Investors 2220 North Highway 360 Grand Prairie TX Principal Real Estate Investors Airport Distribution Center-GA Atlanta GA Principal Real Estate Investors Cactus Industrial Center Moreno Valley CA Principal Real Estate Investors Carver Business Ctr-Bldg. 2 Tempe AZ Principal Real Estate Investors CP Logistics Van Buren - bldg 1 Placentia CA Principal Real Estate Investors Crews Commerce Center IV Orlando FL Principal Real Estate Investors Crocker Park Industrials-422 Brisbane CA Principal Real Estate Investors Crocker Park Industrials-450 Brisbane CA Principal Real Estate Investors Crocker Park Industrials-470 Brisbane CA Principal Real Estate Investors East Valley-Bldg. 9 Renton WA Principal Real Estate Investors Hitachi Hillsboro Hillsboro OR Principal Real Estate Investors I-76 Commerce Ctr-Bldg 5 Brighton CO Principal Real Estate Investors Meridian West 1 March ARB CA Principal Real Estate Investors Meridian West 2 March ARB CA Principal Real Estate Investors Meridian West 3 March ARB CA Principal Real Estate Investors Metro East Valley Commerce - B Mesa AZ Principal Real Estate Investors Mid-South Logistics I La Vergne TN Principal Real Estate Investors Nandina Distribution Center 24100 Moreno Valley CA Principal Real Estate Investors Nandina Distribution Center 24300 Moreno Valley CA Principal Real Estate Investors Norwalk Bldg. 20 Norwalk CA Principal Real Estate Investors NWCP-Seattle Bldg C Seattle WA Principal Real Estate Investors NWCP-Seattle Bldg D Seattle WA Principal Real Estate Investors NWCP-Seattle Bldg U Seattle WA Principal Real Estate Investors Oakesdale Ave SW - 4051 Renton WA Principal Real Estate Investors Pacific Renaissance 2 Rialto CA Principal Real Estate Investors TCP Building C Tolleson AZ Principal Real Estate Investors Tech Distribution Center Durham NC Principal Real Estate Investors Valley Centre Corp. Park 2 Auburn WA Rexford Industrial 10156 Live Oak Avenue Fontana CA Rexford Industrial 10694 Tamarind Avenue Bloomington CA Rexford Industrial 10747 Norwalk Blvd Santa Fe Springs CA Rexford Industrial 12154 Montague Street Pacoima CA Rexford Industrial 12838 Saticoy Street North Hollywood CA Rexford Industrial 1402 Avenida Del Oro Oceanside CA Rexford Industrial 14820-14830 Carmenita Road Norwalk CA Rexford Industrial 1700 Saturn Way Seal Beach CA Rexford Industrial 218 Turnbull Canyon Road La Puente CA Rexford Industrial 2390 Ward Avenue Simi Valley CA Rexford Industrial 2520 Baseline Road Rialto CA Rexford Industrial 28901-28903 Avenue Paine Valencia CA Rexford Industrial 29003 Avenue Sherman Valencia CA Rexford Industrial 29010 Avenue Paine Valencia CA Rexford Industrial 3116 Avenue 32 Los Angeles CA Rexford Industrial 4039 Calle Platino Oceanside CA Rexford Industrial 425 Hacienda Blvd Hacienda Heights CA Rexford Industrial 4832-4850 Azusa Canyon Road Baldwin Park CA Rexford Industrial 679-691 Anderson Street Los Angeles CA Rexford Industrial 8315 Hanan Way Pico Rivera CA Rexford Industrial 9190 Activity Road San Diego CA Rexford Industrial 9200 Mason Avenue Chatsworth CA Rexford Industrial 9607-9623 Imperial Highway Downey CA Rexford Industrial 9755 Distribution San Diego CA Rexford Industrial Bonita Thompson Pomona CA Rexford Industrial Fleetwood Street Sun Valley CA Rexford Industrial Irwindale Baldwin Park CA Rexford Industrial Odessa Van Nuys CA Rexford Industrial Rexford Industrial - 13301 Main, LLC Los Angeles CA Rexford Industrial Rexford Industrial - 14005 Live Oak, LLC Baldwin Park CA Rexford Industrial Rexford Industrial - 14874 Jurupa, LLC Fontana CA Rexford Industrial Rexford Industrial - 2970 50th, LLC Los Angeles CA Rexford Industrial Rexford Industrial - 6000 Bandini, LLC Los Angeles CA Rexford Industrial Rexford Industrial - 7000 Bandini, LLC Los Angeles CA Rexford Industrial Rexford Industrial Realty, L.P. (1501-1545 Rio Vista Avenue) Los Angeles CA Rexford Industrial Rexford Industrial Realty, L.P. (6245 Providence Way) Corona CA Sagard Real Estate Allec Anaheim CA Sagard Real Estate Cessna Corona CA Sagard Real Estate Port of Houston La Porte TX Sagard Real Estate Sugar Land-12520 W Airport Blvd Sugar Land TX Westmount Realty Capital Airport Commerce Park - 1669 Atlanta GA Westmount Realty Capital ARES IL - 1400-1470 Norwood Ave Itasca IL Westmount Realty Capital ARES IL - 8999 W. Palmer River Grove IL Westmount Realty Capital ARES IL - 909 West Irving Park Rd Itasca IL Are you ready to elevate tenant satisfaction and compete for the 100% Club? Talk to one of our KingsleySurveys experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-02-10 15:30:39 - Category: Pages - [2025 Kingsley Excellence Awards – 100% Club](https://gracehill.com/kingsley-excellence-awards/2025/commercial-100-club/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… ------------------------- # 2024 Kingsley Excellence Awards – 100% Club > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club. This special award designation offers an opportunity to showcase the property's performance to current and future tenants.  Congratulations to all the winners and commercial teams for providing an exceptional tenant experience! The commercial properties that qualified for the 2024 Kingsley Excellence Award 100% Club based on their perfect 2022 and 2023 overall tenant satisfaction scores are listed by property type below. Office Office Winners Industrial Industrial Winners Medical Office Medical Office Winners Retail Retail Winners Office Sector Kingsley Excellence Award 100% Club Winners Office Client Company Name Property Name City State Affinius Capital Air 59 Houston Humble TX Affinius Capital Amazon Chicago MDW7 Monee IL Affinius Capital AMZL Asheville, NC - DRT4 Asheville NC Affinius Capital AMZL Bremerton, WA - DSE8 Bremerton WA Affinius Capital Crossroads 55 Amazon - ORD 2 Channahon IL Affinius Capital Crossroads 55 I Channahon IL Affinius Capital Greenwood 75 McDonough GA Affinius Capital Jacquemin Logistics Center II West Chester OH Affinius Capital Kyle Distribution Center McDonough GA Affinius Capital Stateline Distribution-Bldg C Southaven MS Affinius Capital Wolverine Distribution Center Beaumont CA Affinius Capital Zappos (SDF4) Shepherdsville KY ASB Real Estate Investments Bloomington Logistics Center Bloomington CA ASB Real Estate Investments Columbia Business Park Riverside CA AXA Real Estate Investment Managers US LLC 11614 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 11740 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 150 Milford Road Hightstown NJ AXA Real Estate Investment Managers US LLC Lone Mountain Distribution Center North Las Vegas NV Baptist Health - 2Q Consolidated Distribution Center Miami FL BlackRock Tamarac Industrial Venture Fort Lauderdale FL Clarion Partners 11500 NW 123 Street Miami FL Clarion Partners 1811 Brittmoore Houston TX Clarion Partners 238 Belvidere Road Perryville MD Clarion Partners 3828 Civic Center North Las Vegas NV Clarion Partners 5685 Alcoa Avenue Los Angeles CA Clarion Partners 7951 Oceano Avenue Jessup MD Clarion Partners 840 Business Center Mount Juliet TN Clarion Partners 970 McLaughlin Avenue San Jose CA Clarion Partners Crosspoint 8 Indianapolis IN Clarion Partners Deltona Logistics Deltona FL Clarion Partners East Point Trade Center Bldg 3 Palmyra PA Clarion Partners Horizon Pointe Suwanee GA Clarion Partners Miraloma Distribution Center Anaheim CA Clarion Partners NFTZ #8 Dallas TX Clarion Partners Ontario Ranch Log. Ctr Bld 1 Ontario CA Clarion Partners Rivergate Corporate Center V Portland OR Clarion Partners The Viking Building Puyallup WA Clarion Partners Tropical Shipping Dist. Center Miami FL Dalfen Industrial 1581 Corp. Dr McKinney TX Dalfen Industrial 8601 Forney Road Dallas TX EverWest 5481 Brisa/Livermore Livermore CA EverWest Cessna Corona CA EverWest GF San Diego San Diego CA EverWest Sugar Land-12520 W Airport Blvd Sugar Land TX First Industrial 1045 SOUTH EDWARD DRIVE Tempe AZ First Industrial 105 STEAMBOAT BLVD Manchester PA First Industrial 10586 TAMARIND AVENUE Bloomington CA First Industrial 11253 REDWOOD AVENUE Fontana CA First Industrial 11701 EAST 53RD AVENUE Denver CO First Industrial 1225 BENGIES ROAD White Marsh MD First Industrial 1250 RANCHO CONEJO BLVD. Newbury Park CA First Industrial 12874 WESTMORE AVENUE Livonia MI First Industrial 12925 MARLAY AVENUE Fontana CA First Industrial 1351 NW 78TH AVE Miami FL First Industrial 145 WEST 134TH STREET Los Angeles CA First Industrial 1490 DENNISON CIRCLE Carlisle PA First Industrial 1624 MEIJER DRIVE Troy MI First Industrial 1650 HIGHWAY 155 McDonough GA First Industrial 16500 W. 103RD STREET Woodridge IL First Industrial 16522 HUNTERS GREEN PARKWAY Hagerstown MD First Industrial 17100 PERRIS BOULEVARD Moreno Valley CA First Industrial 17825 INDIAN STREET Moreno Valley CA First Industrial 18501 W. STANFORD RD. Tracy CA First Industrial 1864 NORTHWOOD DRIVE Troy MI First Industrial 1935-55 ENTERPRISE DRIVE Rochester MI First Industrial 1972 MEIJER DRIVE Troy MI First Industrial 20 HOOK MOUNTAIN ROAD Pine Brook NJ First Industrial 2050 EAST PARK DRIVE Conyers GA First Industrial 20700 DENKER AVE Torrance CA First Industrial 21900 DODD BOULEVARD Lakeville MN First Industrial 2220 MERRITT DRIVE Garland TX First Industrial 2300 WINDSOR COURT Addison IL First Industrial 2375 CAMINO VIDA ROBLE Carlsbad CA First Industrial 24 WORLD'S FAIR DRIVE Somerset NJ First Industrial 24385 NANDINA AVENUE Perris CA First Industrial 24901 SAN MICHELE ROAD Moreno Valley CA First Industrial 2500 N.W. 19TH STREET Pompano Beach FL First Industrial 2700 COMMERCE DRIVE Middletown PA First Industrial 2701 COMMERCE DRIVE Middletown PA First Industrial 2780 COMMERCE DRIVE Middletown PA First Industrial 27801 AVENUE SCOTT Valencia CA First Industrial 2835 EAST ANA STREET Compton CA First Industrial 2900 W. 166TH STREET Markham IL First Industrial 298 FIRST AVENUE Gouldsboro PA First Industrial 305-311 ERA DRIVE Northbrook IL First Industrial 3365 E. SLAUSON Los Angeles CA First Industrial 3500 CHANNAHON ROAD Joliet IL First Industrial 3600 NORTH COTTON LANE Goodyear AZ First Industrial 375 RIVERTOWN DRIVE Saint Paul MN First Industrial 3815 W. WASHINGTON ST. Phoenix AZ First Industrial 3817 OCEAN RANCH BLVD Oceanside CA First Industrial 401 AIRPORT ROAD North Aurora IL First Industrial 4300 PINE TIMBERS Houston TX First Industrial 4401 SHADER ROAD Orlando FL First Industrial 4436 MUHLHAUSER RD Hamilton OH First Industrial 4640 CUMMINGS PARK Antioch TN First Industrial 4721 IRONTON STREET Denver CO First Industrial 47711 CLIPPER STREET Plymouth MI First Industrial 4800 NW 15TH AVE. Fort Lauderdale FL First Industrial 4800 WEST GREENS ROAD Houston TX First Industrial 4940-4950 PARIS Denver CO First Industrial 4955 OAKLEY INDUSTRIAL BLVD Fairburn GA First Industrial 50 SOUTH 56TH STREET Chandler AZ First Industrial 5301 NOTTINGHAM DRIVE White Marsh MD First Industrial 555 W. ALGONQUIN RD Arlington Heights IL First Industrial 615 E SAM HOUSTON PARKWAY Pasadena TX First Industrial 619 EAST SAM HOUSTON PARKWAY S Pasadena TX First Industrial 6301 LYONS ROAD Pompano Beach FL First Industrial 665 N. BALDWIN PARK BLVD La Puente CA First Industrial 6913 GUHN ROAD Houston TX First Industrial 7050 WINNETKA AVENUE NORTH Minneapolis MN First Industrial 8015 PARAMOUNT Pico Rivera CA First Industrial 8020 SOUTH PARK CIRCLE Littleton CO First Industrial 8505 50TH STREET Kenosha WI First Industrial 8644 WEST LUDLOW DRIVE Peoria AZ First Industrial 8751 SKINNER COURT Orlando FL First Industrial 8810 W. 116TH CIRCLE Broomfield CO First Industrial 9310 W. BUCKEYE ROAD Tolleson AZ First Industrial 935 ALDRIN DRIVE Saint Paul MN First Industrial 9500 WEST 49TH AVENUE - C Wheat Ridge CO First Industrial 9525 GLADES DRIVE West Chester OH First Industrial 980 CHICAGO Troy MI IDS Real Estate Group Kerns at Siempre Viva San Diego CA J.P. Morgan Chariot Logistics Center Melrose Park IL LaSalle Investment Management 14445 Alondra La Mirada La Mirada CA LaSalle Investment Management Fremont Distribution Center Fremont CA LaSalle Investment Management Kendall Distribution Center Atlanta GA LaSalle Investment Management Taylor Road Industrial Romeoville IL LBA Realty 11130 Holder Street Cypress CA LBA Realty 125 Capital Road Pittston PA LBA Realty 1421 N Market Blvd Sacramento CA LBA Realty 1421 Sunbury Road Midway GA LBA Realty 15100 East 40th Avenue Denver CO LBA Realty 17450 East 32nd Place Aurora CO LBA Realty 201 Northpoint Drive Coppell TX LBA Realty 325 Marmon Drive Bolingbrook IL LBA Realty 3250 East Carpenter Avenue Anaheim CA LBA Realty 33210 Central Avenue Union City CA LBA Realty 351 Cheryl Lane Walnut CA LBA Realty 4400-4450 Ruffin Road San Diego CA LBA Realty 47650 Westinghouse Drive Fremont CA LBA Realty 48363 Fremont Boulevard Fremont CA LBA Realty 49 Stouts Lane Monmouth Junction NJ LBA Realty 5101 Renegade Way Florence KY LBA Realty 5115 East La Palma Avenue Anaheim CA LBA Realty 5270 West John Cannon Dr Salt Lake City UT LBA Realty 551 Courier Street Henderson NV LBA Realty 5648 Copley Drive San Diego CA LBA Realty 5951 Skylab Road Huntington Beach CA LBA Realty 75 South Kelly Road American Canyon CA LBA Realty 780 Hartman Road Austell GA LBA Realty 800 Corporate Way Fremont CA LBA Realty 850 Corporate Way Fremont CA LBA Realty 851 Enterprise Way Fullerton CA LBA Realty 89 South Kelly Road American Canyon CA LBA Realty 9125 Rehco Road San Diego CA LBA Realty Airgas - Clairemont Mesa San Diego CA LBA Realty Alpha Plastics Salt Lake City UT LBA Realty Denver Commerce Center Denver CO LBA Realty Ficus Street 2849 Pomona CA LBA Realty Los Angeles Regional Distribution Center Baldwin Park CA LBA Realty McLaughlin 905 San Jose CA LBA Realty Mira Loma Distribution Center - Hamner and Micro Mira Loma CA LBA Realty Mountain West Business Park - Building 7 Denver CO LBA Realty Mountain West Business Park - Building 8 Denver CO LBA Realty Raymer Fullerton CA LBA Realty RCDC (11400 Newport) Ontario CA LBA Realty Thunder Studios Long Beach CA LBA Realty Western Ave 33463 Union City CA LXP Industrial Trust 1155 Silo Drive Olive Branch MS LXP Industrial Trust 1625 Oakley Industrial Blvd Palmetto GA LXP Industrial Trust 16407 Applewhite Road San Antonio TX LXP Industrial Trust 16811 W. Commerce Dr. Goodyear AZ LXP Industrial Trust 1860 Walcutt Road Columbus OH LXP Industrial Trust 3400 NW 35th Street Ocala FL LXP Industrial Trust 3405 S. McQueen Rd. Chandler AZ LXP Industrial Trust 8601 East Sam Lee Lane Roanoke TX Nearon 5300 HG DRIVE HOLDINGS, LLC Salt Lake City UT Nearon Tolleson Logistics Holdings I & II, LLC Tolleson AZ PGIM Real Estate Baltimore Crossroads Area 10-B1 Middle River MD PGIM Real Estate Cabot 11 - 31 Suffolk Mansfield MA PGIM Real Estate Cabot 12 - 33 Suffolk Mansfield MA PGIM Real Estate Cabot 15 - 574 West Street Mansfield MA PGIM Real Estate Gateway 270 Building 4 Clarksburg MD PGIM Real Estate I-78 Logistics Center Building 6 Phillipsburg NJ PGIM Real Estate I-78 Logistics Center Building 7 Phillipsburg NJ PGIM Real Estate MONTERREY 02 Apodaca XX PGIM Real Estate Northeast Business Park Ph IIB Trenton NJ PGIM Real Estate Polaris Apodaca XX PGIM Real Estate Polaris Prumex IV Apodaca XX PGIM Real Estate Preston Gateway - Marstellar Rock Hanover MD PGIM Real Estate Preston Gateway North - Amazon Hanover MD PGIM Real Estate Preston Gateway North - Coca Cola Hanover MD PGIM Real Estate Rialto Fulfillment Center - Phase I Bloomington CA PGIM Real Estate Sabre 2 Ciudad Juarez XX PGIM Real Estate SILAO SANTA FE 01 Silao XX PGIM Real Estate TBWoods San Luis Potosi XX PGIM Real Estate The Brick Yard Building G Laurel MD PGIM Real Estate The Brick Yard Building H Laurel MD PGIM Real Estate Toro I Ciudad Juarez XX Principal Real Estate Investors 3351 Philadelphia Ontario CA Principal Real Estate Investors Airport Distribution Center-GA Atlanta GA Principal Real Estate Investors Bay Area Business Park-Bldg 8 Pasadena TX Principal Real Estate Investors Carver Business Ctr-Bldg. 2 Tempe AZ Principal Real Estate Investors Crews Commerce Center I Orlando FL Principal Real Estate Investors East Valley-Bldg. 3 Renton WA Principal Real Estate Investors East Valley-Bldg. 9 Renton WA Principal Real Estate Investors Hitachi Hillsboro Hillsboro OR Principal Real Estate Investors Metro East Valley Commerce - B Mesa AZ Principal Real Estate Investors Oakesdale Ave SW - 4051 Renton WA Principal Real Estate Investors Valley Centre Corp. Park 2 Auburn WA Rexford Industrial 10694 Tamarind Avenue Bloomington CA Rexford Industrial 12154 Montague Street Pacoima CA Rexford Industrial 12838 Saticoy Street North Hollywood CA Rexford Industrial 13890 Nelson Avenue La Puente CA Rexford Industrial 1601 Mission Blvd Pomona CA Rexford Industrial 16010 Shoemaker Avenue Cerritos CA Rexford Industrial 16321-16327 Arrow Highway Baldwin Park CA Rexford Industrial 1700 Saturn Way Seal Beach CA Rexford Industrial 17031-17037 Green Drive La Puente CA Rexford Industrial 20481 Crescent Bay Lake Forest CA Rexford Industrial 20531 Crescent Bay Lake Forest CA Rexford Industrial 2390 Ward Avenue Simi Valley CA Rexford Industrial 25413 Rye Canyon Valencia CA Rexford Industrial 2553 Garfield Avenue Los Angeles CA Rexford Industrial 2750 Alameda Street Los Angeles CA Rexford Industrial 29003 Avenue Sherman Valencia CA Rexford Industrial 3071 Coronado Street Anaheim CA Rexford Industrial 3100 Lomita Torrance CA Rexford Industrial 340-344 Bonnie Circle Corona CA Rexford Industrial 4039 Calle Platino Oceanside CA Rexford Industrial 425 Hacienda Blvd Hacienda Heights CA Rexford Industrial 5421 Argosy Avenue Huntington Beach CA Rexford Industrial 6687 Flotilla Street Los Angeles CA Rexford Industrial 679-691 Anderson Street Los Angeles CA Rexford Industrial 8315 Hanan Way Pico Rivera CA Rexford Industrial 9230 Mason Avenue Chatsworth CA Rexford Industrial 9340 Cabot Drive San Diego CA Rexford Industrial Bonita Thompson Pomona CA Rexford Industrial Fleetwood Street Sun Valley CA Rexford Industrial Vanowen Burbank CA Stockbridge 10900 World Trade Morrisville NC Stockbridge 1200 Westport Rd Imperial PA Stockbridge 224 & 226 Commerce Street Broomfield CO Stockbridge AllianceFlorida - Cecil Commerce Center Jacksonville FL Stockbridge Mesquite Business Center Mesquite TX Stockbridge NLP Airport Business Park I LLC Smyrna TN Stockbridge NLP Goodyear BTS LLC Forney TX Stockbridge NLP Wayfair BTS LLC Jacksonville FL Stockbridge Savannah Port Logistics Center Bldg II Pooler GA Baptist Health 87th Court Miami FL Baptist Health Baptist Eye Surgery Center Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Coral Springs Pompano Beach FL Baptist Health Baptist Medical Plaza at Davie Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Miami Lakes Hialeah FL Baptist Health Flagler Endoscopy Center West Palm Beach FL Baptist Health South Palm Surgery Center Boca Raton FL Baptist Health Baptist Health Urgent Care Express at Country Walk Miami FL Baptist Health Baptist Medical Plaza at Tamiami Miami FL Baptist Health Baptist Medical Plaza at Westchester Miami FL Baptist Health WKBH Emergency Center - Country Walk Miami FL Healthcare Realty 1092 Madison Albany NY Healthcare Realty Community Medical Pavilion - Hamilton MOB Indianapolis IN Healthpeak Properties 579 Conroe TX Healthpeak Properties 602 Lake Worth FL Healthpeak Properties 1057 Newburgh IN Healthpeak Properties 1061 Granbury TX Healthpeak Properties 1078 Flowood MS Healthpeak Properties 1945 Louisville KY Healthpeak Properties 1946 Louisville KY Healthpeak Properties 2039 Kansas City KS Healthpeak Properties 3007 Denton TX Healthpeak Properties 3012 Morristown NJ Healthpeak Properties 3013 Morristown NJ Healthpeak Properties 3014 Morristown NJ Lillibridge 3015 - Carroll Hospital MOB Westminster MD Lillibridge 6010 - St. Joseph Medical Building Kansas City MO Lillibridge 6048 - O'Fallon O Fallon MO Lillibridge 6243 - Bon Secours Professional Office Building Venice FL Lillibridge 6360 - LHRET Michigan Heart Center Kalamazoo MI Lillibridge 6490 - Gaston Professional Center Gastonia NC Lillibridge 6502 - Harrisburg Family Physicians Harrisburg NC Lillibridge 6505 - Copperfield Medical Mall Concord NC Lillibridge 6506 - Weddington Internal & Pediatric Medicine Concord NC Lillibridge 6527 - Providence MOB II Columbia SC Lillibridge 6550 - 200 Andrews Greenville SC Lillibridge 6553 - St Francis Outpatient Surgery Center Greenville SC Lillibridge 6556 - St Francis Medical Plaza (Greenville) Greenville SC Lillibridge 6956 - Primecare Building Zanesville OH Lillibridge 6957 - Outpatient Rehabilitation Building Zanesville OH Lillibridge 7721 - Allina Health Elk River MN Lillibridge 7794 - Duke Health South Durham Durham NC Nuveen Real Estate Ascension Micro-Hospital Milwaukee WI PMB Real Estate Services Administration Building Vancouver WA PMB Real Estate Services Bonney Lake Medical Office Building Bonney Lake WA PMB Real Estate Services Carson Tahoe Specialty Medical Center Carson City NV PMB Real Estate Services Holy Family Central MOB Spokane WA PMB Real Estate Services Providence Medical Plaza II Burbank CA PMB Real Estate Services Ramona Medical Plaza Ramona CA PMB Real Estate Services San Gabriel Valley Medical Plaza San Gabriel CA PMB Real Estate Services St. Mary's Medical Pavilion Tucson AZ Ryan Companies Asheville Surgery Partners Asheville NC Ryan Companies Edward Elmhurst - Woodridge Woodridge IL Ryan Companies Froedtert Mequon Health Center Thiensville WI Affinius Capital National Cancer Institute Rockville MD Affinius Capital National Science Foundation BTS Alexandria VA Affinius Capital NCI Lab Rockville MD Affinius Capital One Liberty Center Arlington VA Affinius Capital Three White Flint Rockville MD Affinius Capital TSA Springfield VA Allied Properties Real Estate Investment Trust 121 John Street Toronto ON Allied Properties Real Estate Investment Trust 388 King Street West Toronto ON ASB Real Estate Investments 1010 Flanders Portland OR ASB Real Estate Investments 801 North Capitol Street NE Washington DC Baptist Health The Atrium Corporate Building Miami FL Baptist Health Town and Country Corporate Center Miami FL Cushman & Wakefield Heritage Center III Annandale VA Golub & Company Illinois Science + Technology Park 4901 Skokie IL Investors Associated 5310 Wall Street Madison WI JBG SMITH 1000 Thomas Jefferson St, NW Washington DC JBG SMITH 1215 South Clark Street Arlington VA JBG SMITH 1770 Crystal Drive Arlington VA JBG SMITH 6100 Wabash Avenue Baltimore MD LBA Realty 2722 Michelson Drive Irvine CA Lionstone Investments Platte 1700 Denver CO Lionstone Investments University Park Austin TX Manulife 200 Berkeley Boston MA Manulife 2310 Alfred Nobel Blvd Saint-Laurent QC Manulife 2800 Avenue Marie Curie Saint-Laurent QC Manulife 3383 Gilmore Way Burnaby BC Manulife 7150 Frederick Banting Saint-Laurent QC Manulife Dongguan Dahua Print Co. Ltd. Dongguan XX Manulife Redwood Wuxi Warehouse Co. Ltd. Wuxi XX Parmenter Realty Partners Primera Tower II Lake Mary FL Parmenter Realty Partners Primera Tower III Lake Mary FL Principal Real Estate Investors Capitol Plaza I Washington DC Principal Real Estate Investors Piedmont Office 4720 Charlotte NC Property Reserve Inc. Kirton & McConkie Building Salt Lake City UT Redcar Properties Ltd 5920 Blackwelder St. Culver City CA Ryan Companies AT&T Tower Minneapolis MN Ryan Companies Froedtert Integrated Service Center Menomonee Falls WI Shorenstein 601 City Center Oakland CA Stockbridge 16th Station Atlanta GA STRS Ohio Foundry Square San Francisco CA Tishman Speyer 222 Second Street San Francisco CA Tishman Speyer 400 Castro Mountain View CA Tishman Speyer 407 N Maple Drive Beverly Hills CA Tishman Speyer One Channel Center Boston MA Tishman Speyer Reston Crossing Reston VA Ventas, Inc. Center for Technology & Innovation Raleigh NC Wexford Science + Technology 225 Dyer St. Providence RI Wexford Science + Technology South Street Landing Providence RI ASB Real Estate Investments Colorado Center Retail Denver CO Lionstone Investments Sugar Land Town Square (SLOFFE) - Retail Sugar Land TX Manulife 318 Ontario Street St. Catherines ON PGIM Real Estate Desert Crossing I Palm Desert CA PGIM Real Estate Desert Crossing V Palm Desert CA Retail Sector Kingsley Excellence Award 100% Club Winners Retail Client Company Name Property Name City State ASB Real Estate Investments Colorado Center Retail Denver CO Lionstone Investments Sugar Land Town Square (SLOFFE) - Retail Sugar Land TX Manulife 318 Ontario Street St. Catherines ON PGIM Real Estate Desert Crossing I Palm Desert CA PGIM Real Estate Desert Crossing V Palm Desert CA Medical Office Sector Kingsley Excellence Award 100% Club Winners Medical Office Client Company Name Property Name City State Baptist Health 87th Court Miami FL Baptist Health Baptist Eye Surgery Center Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Coral Springs Pompano Beach FL Baptist Health Baptist Medical Plaza at Davie Fort Lauderdale FL Baptist Health Baptist Medical Plaza at Miami Lakes Hialeah FL Baptist Health Flagler Endoscopy Center West Palm Beach FL Baptist Health South Palm Surgery Center Boca Raton FL Baptist Health Baptist Health Urgent Care Express at Country Walk Miami FL Baptist Health Baptist Medical Plaza at Tamiami Miami FL Baptist Health Baptist Medical Plaza at Westchester Miami FL Baptist Health WKBH Emergency Center - Country Walk Miami FL Healthcare Realty 1092 Madison Albany NY Healthcare Realty Community Medical Pavilion - Hamilton MOB Indianapolis IN Healthpeak Properties 579 Conroe TX Healthpeak Properties 602 Lake Worth FL Healthpeak Properties 1057 Newburgh IN Healthpeak Properties 1061 Granbury TX Healthpeak Properties 1078 Flowood MS Healthpeak Properties 1945 Louisville KY Healthpeak Properties 1946 Louisville KY Healthpeak Properties 2039 Kansas City KS Healthpeak Properties 3007 Denton TX Healthpeak Properties 3012 Morristown NJ Healthpeak Properties 3013 Morristown NJ Healthpeak Properties 3014 Morristown NJ Lillibridge 3015 - Carroll Hospital MOB Westminster MD Lillibridge 6010 - St. Joseph Medical Building Kansas City MO Lillibridge 6048 - O'Fallon O Fallon MO Lillibridge 6243 - Bon Secours Professional Office Building Venice FL Lillibridge 6360 - LHRET Michigan Heart Center Kalamazoo MI Lillibridge 6490 - Gaston Professional Center Gastonia NC Lillibridge 6502 - Harrisburg Family Physicians Harrisburg NC Lillibridge 6505 - Copperfield Medical Mall Concord NC Lillibridge 6506 - Weddington Internal & Pediatric Medicine Concord NC Lillibridge 6527 - Providence MOB II Columbia SC Lillibridge 6550 - 200 Andrews Greenville SC Lillibridge 6553 - St Francis Outpatient Surgery Center Greenville SC Lillibridge 6556 - St Francis Medical Plaza (Greenville) Greenville SC Lillibridge 6956 - Primecare Building Zanesville OH Lillibridge 6957 - Outpatient Rehabilitation Building Zanesville OH Lillibridge 7721 - Allina Health Elk River MN Lillibridge 7794 - Duke Health South Durham Durham NC Nuveen Real Estate Ascension Micro-Hospital Milwaukee WI PMB Real Estate Services Administration Building Vancouver WA PMB Real Estate Services Bonney Lake Medical Office Building Bonney Lake WA PMB Real Estate Services Carson Tahoe Specialty Medical Center Carson City NV PMB Real Estate Services Holy Family Central MOB Spokane WA PMB Real Estate Services Providence Medical Plaza II Burbank CA PMB Real Estate Services Ramona Medical Plaza Ramona CA PMB Real Estate Services San Gabriel Valley Medical Plaza San Gabriel CA PMB Real Estate Services St. Mary's Medical Pavilion Tucson AZ Ryan Companies Asheville Surgery Partners Asheville NC Ryan Companies Edward Elmhurst - Woodridge Woodridge IL Ryan Companies Froedtert Mequon Health Center Thiensville WI Industrial Sector Kingsley Excellence Award 100% Club Winners Industrial Client Company Name Property Name City State Affinius Capital Air 59 Houston Humble TX Affinius Capital Amazon Chicago MDW7 Monee IL Affinius Capital AMZL Asheville, NC - DRT4 Asheville NC Affinius Capital AMZL Bremerton, WA - DSE8 Bremerton WA Affinius Capital Crossroads 55 Amazon - ORD 2 Channahon IL Affinius Capital Crossroads 55 I Channahon IL Affinius Capital Greenwood 75 McDonough GA Affinius Capital Jacquemin Logistics Center II West Chester OH Affinius Capital Kyle Distribution Center McDonough GA Affinius Capital Stateline Distribution-Bldg C Southaven MS Affinius Capital Wolverine Distribution Center Beaumont CA Affinius Capital Zappos (SDF4) Shepherdsville KY ASB Real Estate Investments Bloomington Logistics Center Bloomington CA ASB Real Estate Investments Columbia Business Park Riverside CA AXA Real Estate Investment Managers US LLC 11614 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 11740 S. Austin Avenue Alsip IL AXA Real Estate Investment Managers US LLC 150 Milford Road Hightstown NJ AXA Real Estate Investment Managers US LLC Lone Mountain Distribution Center North Las Vegas NV Baptist Health - 2Q Consolidated Distribution Center Miami FL BlackRock Tamarac Industrial Venture Fort Lauderdale FL Clarion Partners 11500 NW 123 Street Miami FL Clarion Partners 1811 Brittmoore Houston TX Clarion Partners 238 Belvidere Road Perryville MD Clarion Partners 3828 Civic Center North Las Vegas NV Clarion Partners 5685 Alcoa Avenue Los Angeles CA Clarion Partners 7951 Oceano Avenue Jessup MD Clarion Partners 840 Business Center Mount Juliet TN Clarion Partners 970 McLaughlin Avenue San Jose CA Clarion Partners Crosspoint 8 Indianapolis IN Clarion Partners Deltona Logistics Deltona FL Clarion Partners East Point Trade Center Bldg 3 Palmyra PA Clarion Partners Horizon Pointe Suwanee GA Clarion Partners Miraloma Distribution Center Anaheim CA Clarion Partners NFTZ #8 Dallas TX Clarion Partners Ontario Ranch Log. Ctr Bld 1 Ontario CA Clarion Partners Rivergate Corporate Center V Portland OR Clarion Partners The Viking Building Puyallup WA Clarion Partners Tropical Shipping Dist. Center Miami FL Dalfen Industrial 1581 Corp. Dr McKinney TX Dalfen Industrial 8601 Forney Road Dallas TX EverWest 5481 Brisa/Livermore Livermore CA EverWest Cessna Corona CA EverWest GF San Diego San Diego CA EverWest Sugar Land-12520 W Airport Blvd Sugar Land TX First Industrial 1045 SOUTH EDWARD DRIVE Tempe AZ First Industrial 105 STEAMBOAT BLVD Manchester PA First Industrial 10586 TAMARIND AVENUE Bloomington CA First Industrial 11253 REDWOOD AVENUE Fontana CA First Industrial 11701 EAST 53RD AVENUE Denver CO First Industrial 1225 BENGIES ROAD White Marsh MD First Industrial 1250 RANCHO CONEJO BLVD. Newbury Park CA First Industrial 12874 WESTMORE AVENUE Livonia MI First Industrial 12925 MARLAY AVENUE Fontana CA First Industrial 1351 NW 78TH AVE Miami FL First Industrial 145 WEST 134TH STREET Los Angeles CA First Industrial 1490 DENNISON CIRCLE Carlisle PA First Industrial 1624 MEIJER DRIVE Troy MI First Industrial 1650 HIGHWAY 155 McDonough GA First Industrial 16500 W. 103RD STREET Woodridge IL First Industrial 16522 HUNTERS GREEN PARKWAY Hagerstown MD First Industrial 17100 PERRIS BOULEVARD Moreno Valley CA First Industrial 17825 INDIAN STREET Moreno Valley CA First Industrial 18501 W. STANFORD RD. Tracy CA First Industrial 1864 NORTHWOOD DRIVE Troy MI First Industrial 1935-55 ENTERPRISE DRIVE Rochester MI First Industrial 1972 MEIJER DRIVE Troy MI First Industrial 20 HOOK MOUNTAIN ROAD Pine Brook NJ First Industrial 2050 EAST PARK DRIVE Conyers GA First Industrial 20700 DENKER AVE Torrance CA First Industrial 21900 DODD BOULEVARD Lakeville MN First Industrial 2220 MERRITT DRIVE Garland TX First Industrial 2300 WINDSOR COURT Addison IL First Industrial 2375 CAMINO VIDA ROBLE Carlsbad CA First Industrial 24 WORLD'S FAIR DRIVE Somerset NJ First Industrial 24385 NANDINA AVENUE Perris CA First Industrial 24901 SAN MICHELE ROAD Moreno Valley CA First Industrial 2500 N.W. 19TH STREET Pompano Beach FL First Industrial 2700 COMMERCE DRIVE Middletown PA First Industrial 2701 COMMERCE DRIVE Middletown PA First Industrial 2780 COMMERCE DRIVE Middletown PA First Industrial 27801 AVENUE SCOTT Valencia CA First Industrial 2835 EAST ANA STREET Compton CA First Industrial 2900 W. 166TH STREET Markham IL First Industrial 298 FIRST AVENUE Gouldsboro PA First Industrial 305-311 ERA DRIVE Northbrook IL First Industrial 3365 E. SLAUSON Los Angeles CA First Industrial 3500 CHANNAHON ROAD Joliet IL First Industrial 3600 NORTH COTTON LANE Goodyear AZ First Industrial 375 RIVERTOWN DRIVE Saint Paul MN First Industrial 3815 W. WASHINGTON ST. Phoenix AZ First Industrial 3817 OCEAN RANCH BLVD Oceanside CA First Industrial 401 AIRPORT ROAD North Aurora IL First Industrial 4300 PINE TIMBERS Houston TX First Industrial 4401 SHADER ROAD Orlando FL First Industrial 4436 MUHLHAUSER RD Hamilton OH First Industrial 4640 CUMMINGS PARK Antioch TN First Industrial 4721 IRONTON STREET Denver CO First Industrial 47711 CLIPPER STREET Plymouth MI First Industrial 4800 NW 15TH AVE. Fort Lauderdale FL First Industrial 4800 WEST GREENS ROAD Houston TX First Industrial 4940-4950 PARIS Denver CO First Industrial 4955 OAKLEY INDUSTRIAL BLVD Fairburn GA First Industrial 50 SOUTH 56TH STREET Chandler AZ First Industrial 5301 NOTTINGHAM DRIVE White Marsh MD First Industrial 555 W. ALGONQUIN RD Arlington Heights IL First Industrial 615 E SAM HOUSTON PARKWAY Pasadena TX First Industrial 619 EAST SAM HOUSTON PARKWAY S Pasadena TX First Industrial 6301 LYONS ROAD Pompano Beach FL First Industrial 665 N. BALDWIN PARK BLVD La Puente CA First Industrial 6913 GUHN ROAD Houston TX First Industrial 7050 WINNETKA AVENUE NORTH Minneapolis MN First Industrial 8015 PARAMOUNT Pico Rivera CA First Industrial 8020 SOUTH PARK CIRCLE Littleton CO First Industrial 8505 50TH STREET Kenosha WI First Industrial 8644 WEST LUDLOW DRIVE Peoria AZ First Industrial 8751 SKINNER COURT Orlando FL First Industrial 8810 W. 116TH CIRCLE Broomfield CO First Industrial 9310 W. BUCKEYE ROAD Tolleson AZ First Industrial 935 ALDRIN DRIVE Saint Paul MN First Industrial 9500 WEST 49TH AVENUE - C Wheat Ridge CO First Industrial 9525 GLADES DRIVE West Chester OH First Industrial 980 CHICAGO Troy MI IDS Real Estate Group Kerns at Siempre Viva San Diego CA J.P. Morgan Chariot Logistics Center Melrose Park IL LaSalle Investment Management 14445 Alondra La Mirada La Mirada CA LaSalle Investment Management Fremont Distribution Center Fremont CA LaSalle Investment Management Kendall Distribution Center Atlanta GA LaSalle Investment Management Taylor Road Industrial Romeoville IL LBA Realty 11130 Holder Street Cypress CA LBA Realty 125 Capital Road Pittston PA LBA Realty 1421 N Market Blvd Sacramento CA LBA Realty 1421 Sunbury Road Midway GA LBA Realty 15100 East 40th Avenue Denver CO LBA Realty 17450 East 32nd Place Aurora CO LBA Realty 201 Northpoint Drive Coppell TX LBA Realty 325 Marmon Drive Bolingbrook IL LBA Realty 3250 East Carpenter Avenue Anaheim CA LBA Realty 33210 Central Avenue Union City CA LBA Realty 351 Cheryl Lane Walnut CA LBA Realty 4400-4450 Ruffin Road San Diego CA LBA Realty 47650 Westinghouse Drive Fremont CA LBA Realty 48363 Fremont Boulevard Fremont CA LBA Realty 49 Stouts Lane Monmouth Junction NJ LBA Realty 5101 Renegade Way Florence KY LBA Realty 5115 East La Palma Avenue Anaheim CA LBA Realty 5270 West John Cannon Dr Salt Lake City UT LBA Realty 551 Courier Street Henderson NV LBA Realty 5648 Copley Drive San Diego CA LBA Realty 5951 Skylab Road Huntington Beach CA LBA Realty 75 South Kelly Road American Canyon CA LBA Realty 780 Hartman Road Austell GA LBA Realty 800 Corporate Way Fremont CA LBA Realty 850 Corporate Way Fremont CA LBA Realty 851 Enterprise Way Fullerton CA LBA Realty 89 South Kelly Road American Canyon CA LBA Realty 9125 Rehco Road San Diego CA LBA Realty Airgas - Clairemont Mesa San Diego CA LBA Realty Alpha Plastics Salt Lake City UT LBA Realty Denver Commerce Center Denver CO LBA Realty Ficus Street 2849 Pomona CA LBA Realty Los Angeles Regional Distribution Center Baldwin Park CA LBA Realty McLaughlin 905 San Jose CA LBA Realty Mira Loma Distribution Center - Hamner and Micro Mira Loma CA LBA Realty Mountain West Business Park - Building 7 Denver CO LBA Realty Mountain West Business Park - Building 8 Denver CO LBA Realty Raymer Fullerton CA LBA Realty RCDC (11400 Newport) Ontario CA LBA Realty Thunder Studios Long Beach CA LBA Realty Western Ave 33463 Union City CA LXP Industrial Trust 1155 Silo Drive Olive Branch MS LXP Industrial Trust 1625 Oakley Industrial Blvd Palmetto GA LXP Industrial Trust 16407 Applewhite Road San Antonio TX LXP Industrial Trust 16811 W. Commerce Dr. Goodyear AZ LXP Industrial Trust 1860 Walcutt Road Columbus OH LXP Industrial Trust 3400 NW 35th Street Ocala FL LXP Industrial Trust 3405 S. McQueen Rd. Chandler AZ LXP Industrial Trust 8601 East Sam Lee Lane Roanoke TX Nearon 5300 HG DRIVE HOLDINGS, LLC Salt Lake City UT Nearon Tolleson Logistics Holdings I & II, LLC Tolleson AZ PGIM Real Estate Baltimore Crossroads Area 10-B1 Middle River MD PGIM Real Estate Cabot 11 - 31 Suffolk Mansfield MA PGIM Real Estate Cabot 12 - 33 Suffolk Mansfield MA PGIM Real Estate Cabot 15 - 574 West Street Mansfield MA PGIM Real Estate Gateway 270 Building 4 Clarksburg MD PGIM Real Estate I-78 Logistics Center Building 6 Phillipsburg NJ PGIM Real Estate I-78 Logistics Center Building 7 Phillipsburg NJ PGIM Real Estate MONTERREY 02 Apodaca XX PGIM Real Estate Northeast Business Park Ph IIB Trenton NJ PGIM Real Estate Polaris Apodaca XX PGIM Real Estate Polaris Prumex IV Apodaca XX PGIM Real Estate Preston Gateway - Marstellar Rock Hanover MD PGIM Real Estate Preston Gateway North - Amazon Hanover MD PGIM Real Estate Preston Gateway North - Coca Cola Hanover MD PGIM Real Estate Rialto Fulfillment Center - Phase I Bloomington CA PGIM Real Estate Sabre 2 Ciudad Juarez XX PGIM Real Estate SILAO SANTA FE 01 Silao XX PGIM Real Estate TBWoods San Luis Potosi XX PGIM Real Estate The Brick Yard Building G Laurel MD PGIM Real Estate The Brick Yard Building H Laurel MD PGIM Real Estate Toro I Ciudad Juarez XX Principal Real Estate Investors 3351 Philadelphia Ontario CA Principal Real Estate Investors Airport Distribution Center-GA Atlanta GA Principal Real Estate Investors Bay Area Business Park-Bldg 8 Pasadena TX Principal Real Estate Investors Carver Business Ctr-Bldg. 2 Tempe AZ Principal Real Estate Investors Crews Commerce Center I Orlando FL Principal Real Estate Investors East Valley-Bldg. 3 Renton WA Principal Real Estate Investors East Valley-Bldg. 9 Renton WA Principal Real Estate Investors Hitachi Hillsboro Hillsboro OR Principal Real Estate Investors Metro East Valley Commerce - B Mesa AZ Principal Real Estate Investors Oakesdale Ave SW - 4051 Renton WA Principal Real Estate Investors Valley Centre Corp. Park 2 Auburn WA Rexford Industrial 10694 Tamarind Avenue Bloomington CA Rexford Industrial 12154 Montague Street Pacoima CA Rexford Industrial 12838 Saticoy Street North Hollywood CA Rexford Industrial 13890 Nelson Avenue La Puente CA Rexford Industrial 1601 Mission Blvd Pomona CA Rexford Industrial 16010 Shoemaker Avenue Cerritos CA Rexford Industrial 16321-16327 Arrow Highway Baldwin Park CA Rexford Industrial 1700 Saturn Way Seal Beach CA Rexford Industrial 17031-17037 Green Drive La Puente CA Rexford Industrial 20481 Crescent Bay Lake Forest CA Rexford Industrial 20531 Crescent Bay Lake Forest CA Rexford Industrial 2390 Ward Avenue Simi Valley CA Rexford Industrial 25413 Rye Canyon Valencia CA Rexford Industrial 2553 Garfield Avenue Los Angeles CA Rexford Industrial 2750 Alameda Street Los Angeles CA Rexford Industrial 29003 Avenue Sherman Valencia CA Rexford Industrial 3071 Coronado Street Anaheim CA Rexford Industrial 3100 Lomita Torrance CA Rexford Industrial 340-344 Bonnie Circle Corona CA Rexford Industrial 4039 Calle Platino Oceanside CA Rexford Industrial 425 Hacienda Blvd Hacienda Heights CA Rexford Industrial 5421 Argosy Avenue Huntington Beach CA Rexford Industrial 6687 Flotilla Street Los Angeles CA Rexford Industrial 679-691 Anderson Street Los Angeles CA Rexford Industrial 8315 Hanan Way Pico Rivera CA Rexford Industrial 9230 Mason Avenue Chatsworth CA Rexford Industrial 9340 Cabot Drive San Diego CA Rexford Industrial Bonita Thompson Pomona CA Rexford Industrial Fleetwood Street Sun Valley CA Rexford Industrial Vanowen Burbank CA Stockbridge 10900 World Trade Morrisville NC Stockbridge 1200 Westport Rd Imperial PA Stockbridge 224 & 226 Commerce Street Broomfield CO Stockbridge AllianceFlorida - Cecil Commerce Center Jacksonville FL Stockbridge Mesquite Business Center Mesquite TX Stockbridge NLP Airport Business Park I LLC Smyrna TN Stockbridge NLP Goodyear BTS LLC Forney TX Stockbridge NLP Wayfair BTS LLC Jacksonville FL Stockbridge Savannah Port Logistics Center Bldg II Pooler GA Are you ready to elevate tenant satisfaction and compete for the 100% Club? Talk to one of our KingsleySurveys experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2024-02-07 14:00:54 - Category: Pages - [2024 Kingsley Excellence Awards – 100% Club](https://gracehill.com/kingsley-excellence-awards/2024/commercial-100-club/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… ------------------------- # 2023 Kingsley Excellence Awards – 100% Club > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club. This special award designation offers an opportunity to showcase the property's performance to current and future tenants.  Congratulations to all the winners and commercial teams for providing an exceptional tenant experience! Commercial properties in the 100% Club had perfect 2021 & 2022 tenant satisfaction scores. Office Office Winners Industrial Industrial Winners Medical Office Medical Office Winners Retail Retail Winners Office Sector Kingsley Excellence Award 100% Club Winners Office Client Company Name Property Name City State ASB Real Estate Investments 801 North Capitol Street NE Washington DC Baptist Health Town and Country Corporate Center Miami FL Bridge Commercial Auburn Hills Corporate Center Auburn Hills MI Clarion Partners Hollywood Media Campus - Building 1017 Los Angeles CA Gumenick Properties Emmer Row Richmond VA Gumenick Properties Tanner Row Richmond VA J.P. Morgan Midtown Center Washington DC LBA Realty 221 15th Street Del Mar CA LBA Realty 2722 Michelson Drive Irvine CA LBA Realty Clairemont Mesa Business Center San Diego CA LBA Realty Park Place II (3121) Irvine CA Lincoln Property Company Zebra Lincolnshire IL Lionstone University Park Austin TX Principal Capitol Plaza I Washington DC Principal Sunnyvale Bldg. I Sunnyvale CA Property Reserve Inc. Kirton & McConkie Building Salt Lake City UT Ryan Companies AT&T Tower Minneapolis MN Ryan Companies Froedtert Integrated Service Center Menomonee Falls WI Ryan Companies GreatAmerica Building Cedar Rapids IA Ryan Companies Pima Northgate Scottsdale AZ Stockbridge 16th Station Atlanta GA Transwestern Black Forest Tower Spring TX Affinius Capital National Science Foundation BTS Alexandria VA Affinius Capital One Liberty Center Arlington VA Affinius Capital Sixth Street Washington DC Affinius Capital Three White Flint Rockville MD Affinius Capital TSA Springfield VA Affinius Capital Waterfront Station 1 Washington DC Water Street Partners LLC 800 Wayzata Blvd Wayzata MN Wexford Science & Technology 225 Dyer St. Providence RI Wexford Science & Technology Wake 91 Winston Salem NC Retail Sector Kingsley Excellence Award 100% Club Winners Retail Client Company Name Property Name City State ASB Real Estate Investments 2014 - 2028 E. 7th Street Los Angeles CA ASB Real Estate Investments Back Bay Retail Portfolio Boston MA ASB Real Estate Investments Colorado Center Retail Denver CO Lionstone Sugar Land Town Square Sugar Land TX Property Reserve Inc. Eagle Gate Plaza Salt Lake City UT Medical Office Sector Kingsley Excellence Award 100% Club Winners Medical Office Client Company Name Property Name City State American Healthcare REIT Westchester Medical Bronx NY Anchor Health Properties LLC 1305 Jennings Mill Road Building 300 Bogart GA Anchor Health Properties LLC Gamsa Holding Powell TN Anchor Health Properties LLC Hazleton Health & Wellness Center Hazleton PA Anchor Health Properties LLC Southeast Eye Center Powell TN Baptist Health Baptist Eye Surgery Center Fort Lauderdale FL Baptist Health Baptist Health Urgent Care Express at Country Walk Miami FL Baptist Health Baptist Medical Plaza at Coral Springs Pompano Beach FL Baptist Health Baptist Medical Plaza at Miami Lakes Hialeah FL Baptist Health Baptist Medical Plaza at Westchester Miami FL Baptist Health Doctors Medical Arts Building Miami FL Baptist Health Flagler Endoscopy Center West Palm Beach FL Baptist Health Galloway Endoscopy Center South Miami FL Baptist Health Northpoint Surgery Center West Palm Beach FL Baptist Health South Palm Surgery Center Boca Raton FL Baptist Health WKBH Emergency Center - Country Walk Miami FL Healthpeak Properties Abbey Place MOB 2 Charlotte NC Healthpeak Properties Conroe 508 MOB Conroe TX Healthpeak Properties Conroe Medical Center Atrium Conroe TX Healthpeak Properties Deaconess MOB Newburgh IN Healthpeak Properties HCA Supply Chain Kaysville UT Healthpeak Properties Lake Granbury Granbury TX Healthpeak Properties St. Matthews Medical Plaza IV Louisville KY LaSalle Investment Management Mira Mesa Medical Office San Diego CA Lillibridge O'Fallon O Fallon MO Lillibridge Center for Womens Health Newport News VA Lillibridge Denbigh Medical Center Newport News VA Lillibridge Bon Secours Professional Office Building Venice FL Lillibridge Gaston Professional Center Gastonia NC Lillibridge Harrisburg Family Physicians Harrisburg NC Lillibridge Weddington Internal & Pediatric Medicine Concord NC Lillibridge Providence MOB II Columbia SC Lillibridge 200 Andrews Greenville SC Lillibridge Outpatient Rehabilitation Building Zanesville OH Lillibridge Pinnacle Health Harrisburg PA Lillibridge Michiana Oncology Granger IN Lillibridge Duke Health South Durham Durham NC PMB Real Estate Services Good Samaritan Medical Office Building Puyallup WA PMB Real Estate Services Holy Family Central MOB Spokane WA PMB Real Estate Services Huntington Pavilion Pasadena CA PMB Real Estate Services Ramona Medical Plaza Ramona CA Ryan Companies Froedtert Mequon Thiensville WI Industrial Sector Kingsley Excellence Award 100% Club Winners Industrial Client Company Name Property Name City State ASB Real Estate Investments Columbia Business Park Riverside CA AXA Real Estate Investment Managers US LLC 35 East Park Drive Mount Holly NJ BlackRock 1540 Francisco Street Torrance CA Clarion Partners 11500 NW 123 Street Miami FL Clarion Partners 5685 Alcoa Avenue Los Angeles CA Clarion Partners 970 McLaughlin Avenue San Jose CA Clarion Partners Carlisle III Harrisburg PA Clarion Partners East Point Trade Center Bldg 3 Palmyra PA Clarion Partners GreenParke Building 1 Indianapolis IN Clarion Partners Knox Building C Perris CA Clarion Partners Lakeside Trade Center 3 Flower Mound TX Clarion Partners Miller Park Distribution Center Garland TX Clarion Partners Ontario Ranch Log. Ctr Bld 1 Ontario CA Clarion Partners Renton Logistics Center Renton WA Clarion Partners Riverside Business Center Lithia Springs GA Clarion Partners Sierra Lakes Commerce Center Fontana CA Clarion Partners South Washington Park Piscataway NJ Clarion Partners Sumner Central Sumner WA Clarion Partners Tropical Shipping Dist. Center Miami FL Clarion Partners Waters Ridge Distribution Center Lewisville TX Clarion Partners Westgate 3 San Bernardino CA Clarion Partners Westgate Expansion San Bernardino CA EverWest 3209 Lionshead-3209 Lionshead Avenue Carlsbad CA First Industrial 1045 South Edward Drive Tempe AZ First Industrial 10586 Tamarind Avenue Bloomington CA First Industrial 10707 Gilroy Road Hunt Valley MD First Industrial 10780 Redwood Avenue Fontana CA First Industrial 11415 Old Roswell Road Alpharetta GA First Industrial 11701 East 53rd Avenue Denver CO First Industrial 1225 Bengies Road White Marsh MD First Industrial 12874 Westmore Avenue Livonia MI First Industrial 12925 Marlay Avenue Fontana CA First Industrial 13800 Senlac Drive Dallas TX First Industrial 1490 Dennison Circle Carlisle PA First Industrial 1650 Highway 155 McDonough GA First Industrial 16500 W. 103rd Street Woodridge IL First Industrial 16522 Hunters Green Parkway Hagerstown MD First Industrial 17100 Perris Boulevard Moreno Valley CA First Industrial 1755 Enterprise Drive Buford GA First Industrial 1901 Raymond Ave. S.W. Renton WA First Industrial 20 Hook Mountain Road Pine Brook NJ First Industrial 20 Leo Lane York PA First Industrial 200 Cascade Drive - Bldg 1 Allentown PA First Industrial 2000 Vista Bella Way Compton CA First Industrial 2050 East Park Drive Conyers GA First Industrial 20700 Denker Ave Torrance CA First Industrial 21900 Dodd Boulevard Lakeville MN First Industrial 2220 Merritt Drive Garland TX First Industrial 23014 Commerce Drive Farmington MI First Industrial 2335 Camino Vida Roble Carlsbad CA First Industrial 2400 Main Street Sayreville NJ First Industrial 2485-2505 Merritt Drive Garland TX First Industrial 24901 San Michele Road Moreno Valley CA First Industrial 2500 N.W. 19th Street Pompano Beach FL First Industrial 2700 Commerce Drive Middletown PA First Industrial 2701 Commerce Drive Middletown PA First Industrial 2835 East Ana Street Compton CA First Industrial 2930 Technology Drive Rochester MI First Industrial 298 First Avenue Gouldsboro PA First Industrial 301 Bordentown Hedding Road Bordentown NJ First Industrial 305-311 Era Drive Northbrook IL First Industrial 3301 Century Circle Irving TX First Industrial 375 Rivertown Drive Saint Paul MN First Industrial 38 Loveton Circle Sparks Glencoe MD First Industrial 3815 W. Washington St. Phoenix AZ First Industrial 4081 Southmeadow Parkway Atlanta GA First Industrial 42555 Merrill Road Sterling Heights MI First Industrial 4300 Pine Timbers Houston TX First Industrial 4401 Shader Road Orlando FL First Industrial 4701 Valley Industrial Blvd S Shakopee MN First Industrial 4721 Ironton Street Denver CO First Industrial 4750 NW 15th Ave. Fort Lauderdale FL First Industrial 4785 Elati Denver CO First Industrial 4800 NW 15th Ave. Fort Lauderdale FL First Industrial 4800 West Greens Road Houston TX First Industrial 4940-4950 Paris Denver CO First Industrial 5301 Nottingham Drive White Marsh MD First Industrial 5500 Enterprise Court Warren MI First Industrial 5553 Bandini Boulevard Bell CA First Industrial 5775 12th Avenue Shakopee MN First Industrial 619 East Sam Houston Parkway S Pasadena TX First Industrial 6201 West 111th Street Minneapolis MN First Industrial 7050 Winnetka Avenue North Minneapolis MN First Industrial 7240-7248 Wynnwood Houston TX First Industrial 8015 Paramount Pico Rivera CA First Industrial 8505 50th Street Kenosha WI First Industrial 8810 W. 116th Circle Broomfield CO First Industrial 935 Aldrin Drive Saint Paul MN First Industrial 9500 West 49th Avenue - C Wheat Ridge CO First Industrial 9525 Glades Drive West Chester OH First Industrial 980 Chicago Troy MI First Industrial 9902-9922 Windisch Road West Chester OH J.P. Morgan Chariot Logistics Center Melrose Park IL LaSalle Investment Management 14445 Alondra La Mirada La Mirada CA LaSalle Investment Management Fremont Distribution Center Fremont CA LaSalle Investment Management Suwanee Distribution Suwanee GA LaSalle Investment Management Taylor Road Industrial Romeoville IL LBA Realty 11710 Pacific Avenue (BG) Fontana CA LBA Realty 11711 Pacific Avenue (BG) Fontana CA LBA Realty 11806 & 11880 Pacific Ave (BG) Fontana CA LBA Realty 125 Capital Road Pittston PA LBA Realty 15100 East 40th Avenue Denver CO LBA Realty 201 Northpoint Drive Coppell TX LBA Realty 2345 Fleetwood Drive (BG) Riverside CA LBA Realty 268 & 270 Lawrence Avenue South San Francisco CA LBA Realty 2701 Keystone Pacific Patterson CA LBA Realty 3 Chris Court Dayton NJ LBA Realty 3002 Lind Avenue (BG) Renton WA LBA Realty 325 Marmon Drive Bolingbrook IL LBA Realty 33210 Central Avenue Union City CA LBA Realty 4440 East 26th Street (BG) Los Angeles CA LBA Realty 4444 East 26th Street (BG) Los Angeles CA LBA Realty 48363 Fremont Boulevard Fremont CA LBA Realty 500 Airline Drive (BG) Coppell TX LBA Realty 5115 East La Palma Avenue Anaheim CA LBA Realty 551 Courier Street Henderson NV LBA Realty 553 Trade Center Parkway Summerville SC LBA Realty 7901 South 190th Street Kent WA LBA Realty 800 Corporate Way Fremont CA LBA Realty 851 Enterprise Way Fullerton CA LBA Realty 9125 Rehco Road San Diego CA LBA Realty Airgas - Clairemont Mesa San Diego CA LBA Realty Denver Commerce Center Denver CO LBA Realty I-215 Commerce Ctr-2150N (BG) Salt Lake City UT LBA Realty McLaughlin 905 San Jose CA LBA Realty Mountain West Business Park - Building 7 Denver CO LBA Realty Mountain West Business Park - Building 8 Denver CO LBA Realty Raymer Fullerton CA LBA Realty University of Colorado Hospital Authority (UCHA) Aurora CO LBA Realty Western Ave 33463 Union City CA LXP Industrial Trust 1133 Poplar Creek Rd. Not known XX LXP Industrial Trust 16811 W. Commerce Dr. Not known XX LXP Industrial Trust 201 James Lawrence Road Not known XX LXP Industrial Trust 7225 Goodson Rd. Not known XX Principal 200 Birch Creek Swedesboro NJ Principal 2100 W Sam Houston Parkway Houston TX Principal Airport Distribution Center-GA Atlanta GA Principal Bay Area Business Park- Bldg 1 Pasadena TX Principal Carver Business Ctr-Bldg. 2 Tempe AZ Principal Crews Commerce Center I Orlando FL Principal Crossroads Commerce Ind - 2 Denver CO Principal Metro East Valley Commerce - A Mesa AZ Principal Metro East Valley Commerce - B Mesa AZ Principal Norwalk Bldg. 3 Norwalk CA Principal Port Commerce - Bldg 1 Tacoma WA Rexford Industrial 10694 Tamarind Avenue Bloomington CA Rexford Industrial 1190 Stanford Court Anaheim CA Rexford Industrial 1420 Mckinley Avenue Los Angeles CA Rexford Industrial 15385 Oxnard Street Van Nuys CA Rexford Industrial 15850 Slover Avenue Fontana CA Rexford Industrial 1700 Saturn Way Seal Beach CA Rexford Industrial 1998 Surveyor Avenue Simi Valley CA Rexford Industrial 2390 Ward Avenue Simi Valley CA Rexford Industrial 2455 Ash Street Vista CA Rexford Industrial 29003 Avenue Sherman Valencia CA Rexford Industrial 4039 Calle Platino Oceanside CA Rexford Industrial 5421 Argosy Avenue Huntington Beach CA Rexford Industrial 635 8th Street San Fernando CA Rexford Industrial 8315 Hanan Way Pico Rivera CA Rexford Industrial 9250 Mason Avenue Chatsworth CA Rexford Industrial 9340 Cabot Drive San Diego CA Rexford Industrial 980 Rancheros Drive San Marcos CA Rexford Industrial Monrovia Monrovia CA STAG Industrial 1650 U.S. Highway 67 Cedar Hill TX STAG Industrial 185 McQueen Street West Columbia SC STAG Industrial 149 Metro Court Greer SC STAG Industrial 4500 Early Road Harrisonburg VA STAG Industrial 13627 West Hardy Houston TX STAG Industrial 8450 Courthouse Blvd. Inver Grove Heights MN STAG Industrial 9779 Pritchard Road Jacksonville FL STAG Industrial 535 Maddox-Simpson Parkway Lebanon TN STAG Industrial 9995 I Street Omaha NE STAG Industrial 16 Downing Drive Phenix City AL STAG Industrial 725 George Nelson Drive Portage IN STAG Industrial 2587 Mercantile Drive Rancho Cordova CA STAG Industrial 3400 Discovery Blvd Rockwall TX STAG Industrial 150-160 National Avenue A Spartanburg SC STAG Industrial 13720 Stafford Road Stafford TX Stockbridge DP Palm San Bernardino CA Stockbridge NLP Airport Business Park I LLC Smyrna TN Stockbridge NLP Goodyear BTS LLC Forney TX Stockbridge SIV Lebanon, LLC Lebanon IN Stockbridge SIV Maryton, LLC Santa Fe Springs CA Stockbridge The Waterfront - Industrial Alameda CA Stockbridge Trimble San Jose CA STRS Ohio 602 Washington Carlstadt NJ Affinius Capital AMZL Bremerton, WA - DSE8 Bremerton WA Affinius Capital Commerce Crossing II Louisville KY Affinius Capital Greenwood 75 McDonough GA Affinius Capital Kyle Distribution Center McDonough GA Affinius Capital North Town Distribution Center Waxahachie TX Affinius Capital PetSmart Distribution Center-GA Newnan GA Affinius Capital Stateline Distribution-Bldg C Southaven MS Affinius Capital Summit Distribution Center II - USIR II Memphis TN Affinius Capital Wolverine Distribution Center Beaumont CA Are you ready to elevate tenant satisfaction and compete for the 100% Club? Talk to one of our KingsleySurveys experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2023-04-12 17:42:27 - Category: Pages - [2023 Kingsley Excellence Awards – 100% Club](https://gracehill.com/kingsley-excellence-awards/2023-kingsley-excellence-awards-100club/commercial/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in… ------------------------- # 2025 Kingsley Excellence Awards – Top 100 > The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… Full Content: The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify, a community must be enrolled in a survey program for at least 6 months and receive at least 15 survey responses. To be featured in the Top 100 listing, a community's resident satisfaction score must exceed the Kingsley Index™ for overall satisfaction in multifamily property management. The Top 100 Multifamily Properties that surpassed the Kingsley Index for 2023 are listed below. Congratulations to all the winners and their onsite teams for providing an excellent resident experience! Top 100 Multifamily Properties Highest Resident Overall Satisfaction Scores Rank Management Company Name Community Name City State 1 Greystar 885 Woodside Redwood City CA 2 Dominium Group Ventura at Tradewinds Midland TX 3 Greystar The Ellsworth Fort Lauderdale FL 4 Greystar One Hermann Place Houston TX 5 Greystar The Artisan Petaluma CA 6 WinnResidential LLC Manomet Place II New Bedford MA 7 Greystar Citizen House Spring Hill Columbia TN 8 Greystar Timberhill Meadows Corvallis OR 9 Greystar The Retreat At Trinity New Port Richey FL 10 Greystar The Gin Mill Arlington TX 11 Greystar Broadstone Bryson Liberty Hill TX 12 Windsor Communities Windsor at Hancock Park Los Angeles CA 13 Security Properties Heartline Apartments Portland OR 14 Greystar West Wind Stephens City VA 15 Tribridge Management Riverside St Johns Apartments Jacksonville FL 16 Greystar Everleigh San Clemente San Clemente CA 17 Bozzuto Management District Washington DC 18 Korman AVE Florham Park Florham Park NJ 19 Beztak All Seasons Birmingham Birmingham MI 20 Greystar Sofia Coral Gables Miami FL 21 Greystar The Collective West Creek Richmond VA 22 Greystar 2121 SE Belmont Portland OR 23 Greystar Amorance Alpharetta GA 24 Greystar 2 Bayshore Tampa FL 25 Greystar Laurel Austin TX 26 Windsor Communities Three Waterline Square Luxury Rentals UL New York NY 27 Windsor Communities Maxwell's Green Somerville MA 28 Waterton Residential Belden-Stratford Chicago IL 29 Greystar Marea Naples FL 30 Avenue5 Residential Vela Kirkland WA 31 Greystar Novel West Midtown Atlanta GA 32 Windsor Communities Windsor at Mariners Edgewater NJ 33 Security Properties Crossroads at the Gulch Apartments Nashville TN 34 Greystar Sorella Herriman UT 35 Dominium Group Pheasant Ridge Iowa City IA 36 Greystar CC Tan Center Glendale CA 37 WinnResidential LLC The Residences at Portwalk II Portsmouth NH 38 Greystar City Centre Ithaca Ithaca NY 39 The ConAm Group Mission Hills Apartments San Diego CA 40 Korman The Franklin Philadelphia PA 41 Greystar Overture Arcadia Scottsdale AZ 42 Greystar Chancery Square Morristown NJ 43 Bozzuto Management Third and Valley South Orange NJ 44 Greystar Landmark Bellevue WA 45 Greystar The Current Long Beach CA 46 Greystar Rolling Hills Gardens Apartments Chula Vista CA 47 Greystar Garrison Orange CA 48 Bozzuto Management Blvd & Bond Watertown MA 49 Greystar Plantation at Hunters Run Watford City ND 50 Greystar Whispering Oaks San Marcos CA 51 Greystar Copper 87 West Jordan UT 52 RangeWater 99 West Paces Atlanta GA 53 Security Properties Janus Apartments Seattle WA 54 Rose Associates The Melar New York NY 55 PRG Real Estate AMP Apartments Louisville KY 56 Windsor Communities Io Piazza by Windsor Arlington VA 57 Mill Creek Residential Modera Jack London Square Oakland CA 58 Greystar 200 West Ocean Long Beach CA 59 Windsor Communities Platform 14 Hillsboro OR 60 Korman AVE Blue Bell Blue Bell PA 61 Greystar The Standard Scottsdale AZ 62 Royal American Management Willow Lake Miami FL 63 Dominium Group Three Rivers Landing Gulfport MS 64 Avenue5 Residential The Merc Bothell WA 65 Greystar Deerwood Apartments Houston TX 66 Greystar The Windsor Walnut Creek CA 67 Greystar The Plaza at Pikes Peak Colorado Springs CO 68 Greystar Ashton South End Charlotte NC 69 Greystar River's Edge Greenville SC 70 Greystar Valley View Townes Fountain Inn SC 71 Greystar Crest at Pinecrest Miami FL 72 Greystar Trinity Club New Port Richey FL 73 Capstone Real Estate Services Homestead at Mormon Mill Marble Falls TX 74 Greystar Bravada 193 Clearfield UT 75 Capstone Real Estate Services Alders at Rockwall Rockwall TX 76 Greystar The Luke Redmond WA 77 Windsor Communities The Bravern Bellevue WA 78 Greystar 212 Stuart Boston MA 79 Phillips Management Group View at Paris Mountain Greenville SC 80 Greystar Griffin Center City Philadelphia PA 81 Greystar The Dorsey Denver CO 82 Greystar Avana on Wilshire Los Angeles CA 83 Rose Associates The Solaire New York NY 84 Korman AVE Walnut Creek Walnut Creek CA 85 Greystar Adega Rohnert Park CA 86 Greystar Accent Los Angeles CA 87 Windsor Communities The Kensington Pleasanton CA 88 Greystar The Court at Redstone Lancaster SC 89 Greystar Alvista Harmony Fort Collins CO 90 Greystar ABODE At Litchfield Park Litchfield Park AZ 91 Greystar One Riverside Chattanooga TN 92 Greystar Vlux at Peoria Heights Peoria AZ 93 Cortland Cortland Cap Hill Denver CO 94 Greystar Canyon Woods San Ramon CA 95 Greystar The Oaks on Chisholm Trail Round Rock TX 96 WinnResidential LLC The Residences at Portwalk Portsmouth NH 97 Tribridge Management BluWater Jacksonville Beach FL 98 Royal American Management Lakeside Towers Miami FL 99 Greystar Prose Cypress Creek Cypress TX 100 Greystar Centerline Seattle WA Are you ready to elevate resident satisfaction next year and compete for the Top 100? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-01-27 17:05:57 - Category: Pages - [2025 Kingsley Excellence Awards – Top 100](https://gracehill.com/kingsley-excellence-awards/multifamily-top-100/2025/): The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… ------------------------- # 2025 Kingsley Excellence Awards – Top 100 > The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… Full Content: The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify, a community must be enrolled in a survey program for at least 6 months and receive at least 15 survey responses. To be featured in the Top 100 listing, a community's resident satisfaction score must exceed the Kingsley Index™ for overall satisfaction in multifamily property management. The Top 100 Multifamily Properties that surpassed the Kingsley Index for 2024 are listed below. Congratulations to all the winners and their onsite teams for providing an excellent resident experience! Top 100 Multifamily Properties Highest Resident Overall Satisfaction Scores Rank Management Company Name Client Name for Website Community Name City State 1 Windsor Communities Windsor Communities Mission Bay by Windsor San Francisco CA 2 Avenue5 Residential Avenue5 Residential Adler Henderson NV 3 Greystar Greystar Mira Raleigh NC 4 RangeWater RangeWater Bellerose at Bees Ferry Charleston SC 5 Greystar Greystar Landmark Bellevue WA 6 Greystar Greystar 400H Raleigh NC 7 Avenue5 Residential Avenue5 Residential Halogen Phoenix AZ 8 Village Green Village Green One University Circle Cleveland OH 9 Security Properties Security Properties Janus Apartments Seattle WA 10 Greystar Greystar Eden at Sunterra Katy TX 11 PRG Real Estate PRG Real Estate AMP Apartments Louisville KY 12 Greystar Greystar The Ellsworth Fort Lauderdale FL 13 Greystar Greystar ABODE At Litchfield Park Litchfield Park AZ 14 Greystar Greystar Marlowe Ridgeview Davenport FL 15 J.P. Morgan Bozzuto Management Blvd & Bond Watertown MA 16 Greystar Greystar Amorance Alpharetta GA 17 Royal American Management Royal American Management Southern Anchor Miami FL 18 Greystar Greystar The Park at Southside Works Pittsburgh PA 19 Greystar Greystar The Retreat At Trinity New Port Richey FL 20 TriVest McNeil TriVest McNeil Reserve at Jones Road Beeville TX 21 Greystar Greystar Outlook Golden Golden CO 22 Greystar Greystar Caso University Heights Round Rock TX 23 Greystar Greystar Reverie Belmont Belmont NC 24 Korman Korman AVE Florham Park Florham Park NJ 25 Greystar Greystar The Luke Redmond WA 26 Greystar Greystar The Court at Redstone Lancaster SC 27 Kettler Kettler The Gunther Baltimore MD 28 Greystar Greystar One Hermann Place Houston TX 29 Greystar Greystar Allora Alamo Heights San Antonio TX 30 J.P. Morgan Bozzuto Management Third and Valley South Orange NJ 31 Windsor Communities Windsor Communities Terraces at Paseo Colorado Pasadena CA 32 Cortland Cortland Cortland Cap Hill Denver CO 33 Security Properties Security Properties Heartline Apartments Portland OR 34 Security Properties Security Properties Crossroads at the Gulch Apartments Nashville TN 35 Greystar Greystar 2 Bayshore Tampa FL 36 Royal American Management Royal American Management Pine Meadow Gainesville FL 37 Greystar Greystar Denizen San Diego CA 38 Greystar Greystar Broadstone Riva Vancouver WA 39 Greystar Greystar Garrison Orange CA 40 Tribridge Management Tribridge Management Harper on Piedmont Atlanta GA 41 Avenue5 Residential Avenue5 Residential Zinnia Seattle WA 42 Greystar Greystar Prose Stoneridge Melissa TX 43 Greystar Greystar Alamo Residences at Spurs Lane San Antonio TX 44 WinnResidential LLC WinnResidential LLC CharlesNewtown Charlestown MA 45 Greystar Greystar Allura Naples FL 46 Amurcon Realty Company Amurcon Realty Company Oak Creek Townhomes Oakton VA 47 Atlantic Realty Partners Atlantic Realty Partners The Main Evanston IL 48 Greystar Greystar Solis Gainesville Gainesville GA 49 Waterton Residential Waterton Residential Belden-Stratford Chicago IL 50 Windsor Communities Windsor Communities Windsor Bethesda Bethesda MD 51 WinnResidential LLC WinnResidential LLC Residences at Portwalk, The Portsmouth NH 52 Avenue5 Residential Avenue5 Residential LVB Las Vegas NV 53 Dominium Group Dominium Group Village Meadows Hemet CA 54 Greystar Greystar 500 PARQ Parsippany NJ 55 Greystar Greystar The James Saint Louis MO 56 Greystar Greystar Rivers Edge Greenville SC 57 RangeWater RangeWater Woods at Countryside Crossing Avon IN 58 Benchmark Management Corporation Benchmark Management Corporation Sailpointe Saint Petersburg FL 59 WinnResidential LLC WinnResidential LLC Smith House Boston MA 60 Greystar Greystar Overture Dr. Phillips Orlando FL 61 WinnResidential LLC WinnResidential LLC Manomet Place II New Bedford MA 62 Greystar Greystar 1225 Old Town Chicago IL 63 Cortland Cortland Cortland River North Chicago IL 64 Phillips Management Group Phillips Management Group Brittany Downs Aiken SC 65 Greystar Greystar The Windsor Walnut Creek CA 66 Greystar Greystar The Standard Scottsdale AZ 67 Greystar Greystar 4000 Margaret Beaufort SC 68 LaSalle Investment Management Bozzuto Management Sagamore New York NY 69 Greystar Greystar Watermark LIC Long Island City NY 70 Windsor Communities Windsor Communities Vox on Two Cambridge MA 71 Korman Korman AVE Las Colinas Irving TX 72 HP Ventures Group HP Ventures Group Countryside C La Grange IL 73 Greystar Greystar SolTerra La Quinta CA 74 Greystar Greystar Half Moon Harbour North Bergen NJ 75 Greystar Greystar Timberhill Meadows Corvallis OR 76 Invesco Bozzuto Management The Harlo Boston MA 77 Cortland Cortland Cortland Sugar Land Richmond TX 78 Greystar Greystar Marea Naples FL 79 RangeWater RangeWater The Winchester Huntsville AL 80 Greystar Greystar Gramercy Woods Fountain Inn SC 81 Royal American Management Royal American Management City Crossings Miami FL 82 Windsor Communities Windsor Communities Windsor at Hancock Park Los Angeles CA 83 Windsor Communities Windsor Communities The Martin Seattle WA 84 Legacy Partners Legacy Partners NOHO Senior Arts Colony North Hollywood CA 85 Royal American Management Royal American Management City Heights Miami FL 86 Korman Korman The Franklin Philadelphia PA 87 Greystar Greystar Channel Point Long Beach CA 88 Greystar Greystar Overture Arcadia Scottsdale AZ 89 Greystar Greystar Creekstone Williston ND 90 Greystar Greystar The Worthington Salt Lake City UT 91 J.P. Morgan Samuels & Associates Trio Newtonville MA 92 WinnResidential LLC WinnResidential LLC Voke Lofts Worcester MA 93 Windsor Communities Windsor Communities The Woodley Washington DC 94 Avenue5 Residential Avenue5 Residential The Goat at Broadmoor Pasco WA 95 Greystar Greystar Alpine Prairie Village Longmont CO 96 Greystar Greystar The Artisan Petaluma CA 97 Greystar Greystar District Lofts Morrisville NC 98 Greystar Greystar Coventry Court Luxury Senior Apartments Tustin CA 99 Greystar Greystar Nine Thousand One West Hollywood CA 100 Greystar Greystar Serena Village Fontana CA Are you ready to elevate resident satisfaction next year and compete for the Top 100? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-02-10 15:30:46 - Category: Pages - [2025 Kingsley Excellence Awards – Top 100](https://gracehill.com/kingsley-excellence-awards/multifamily-top-100/2025/): The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… ------------------------- # 2024 Kingsley Excellence Awards – Top 100 > The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… Full Content: The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify, a community must be enrolled in a survey program for at least 6 months and receive at least 15 survey responses. To be featured in the Top 100 listing, a community's resident satisfaction score must exceed the Kingsley Index™ for overall satisfaction in multifamily property management. The Top 100 Multifamily Properties that surpassed the Kingsley Index for 2023 are listed below. Congratulations to all the winners and their onsite teams for providing an excellent resident experience! Top 100 Multifamily Properties Highest Resident Overall Satisfaction Scores Rank Management Company Name Community Name City State 1 Greystar 885 Woodside Redwood City CA 2 Dominium Group Ventura at Tradewinds Midland TX 3 Greystar The Ellsworth Fort Lauderdale FL 4 Greystar One Hermann Place Houston TX 5 Greystar The Artisan Petaluma CA 6 WinnResidential LLC Manomet Place II New Bedford MA 7 Greystar Citizen House Spring Hill Columbia TN 8 Greystar Timberhill Meadows Corvallis OR 9 Greystar The Retreat At Trinity New Port Richey FL 10 Greystar The Gin Mill Arlington TX 11 Greystar Broadstone Bryson Liberty Hill TX 12 Windsor Communities Windsor at Hancock Park Los Angeles CA 13 Security Properties Heartline Apartments Portland OR 14 Greystar West Wind Stephens City VA 15 Tribridge Management Riverside St Johns Apartments Jacksonville FL 16 Greystar Everleigh San Clemente San Clemente CA 17 Bozzuto Management District Washington DC 18 Korman AVE Florham Park Florham Park NJ 19 Beztak All Seasons Birmingham Birmingham MI 20 Greystar Sofia Coral Gables Miami FL 21 Greystar The Collective West Creek Richmond VA 22 Greystar 2121 SE Belmont Portland OR 23 Greystar Amorance Alpharetta GA 24 Greystar 2 Bayshore Tampa FL 25 Greystar Laurel Austin TX 26 Windsor Communities Three Waterline Square Luxury Rentals UL New York NY 27 Windsor Communities Maxwell's Green Somerville MA 28 Waterton Residential Belden-Stratford Chicago IL 29 Greystar Marea Naples FL 30 Avenue5 Residential Vela Kirkland WA 31 Greystar Novel West Midtown Atlanta GA 32 Windsor Communities Windsor at Mariners Edgewater NJ 33 Security Properties Crossroads at the Gulch Apartments Nashville TN 34 Greystar Sorella Herriman UT 35 Dominium Group Pheasant Ridge Iowa City IA 36 Greystar CC Tan Center Glendale CA 37 WinnResidential LLC The Residences at Portwalk II Portsmouth NH 38 Greystar City Centre Ithaca Ithaca NY 39 The ConAm Group Mission Hills Apartments San Diego CA 40 Korman The Franklin Philadelphia PA 41 Greystar Overture Arcadia Scottsdale AZ 42 Greystar Chancery Square Morristown NJ 43 Bozzuto Management Third and Valley South Orange NJ 44 Greystar Landmark Bellevue WA 45 Greystar The Current Long Beach CA 46 Greystar Rolling Hills Gardens Apartments Chula Vista CA 47 Greystar Garrison Orange CA 48 Bozzuto Management Blvd & Bond Watertown MA 49 Greystar Plantation at Hunters Run Watford City ND 50 Greystar Whispering Oaks San Marcos CA 51 Greystar Copper 87 West Jordan UT 52 RangeWater 99 West Paces Atlanta GA 53 Security Properties Janus Apartments Seattle WA 54 Rose Associates The Melar New York NY 55 PRG Real Estate AMP Apartments Louisville KY 56 Windsor Communities Io Piazza by Windsor Arlington VA 57 Mill Creek Residential Modera Jack London Square Oakland CA 58 Greystar 200 West Ocean Long Beach CA 59 Windsor Communities Platform 14 Hillsboro OR 60 Korman AVE Blue Bell Blue Bell PA 61 Greystar The Standard Scottsdale AZ 62 Royal American Management Willow Lake Miami FL 63 Dominium Group Three Rivers Landing Gulfport MS 64 Avenue5 Residential The Merc Bothell WA 65 Greystar Deerwood Apartments Houston TX 66 Greystar The Windsor Walnut Creek CA 67 Greystar The Plaza at Pikes Peak Colorado Springs CO 68 Greystar Ashton South End Charlotte NC 69 Greystar River's Edge Greenville SC 70 Greystar Valley View Townes Fountain Inn SC 71 Greystar Crest at Pinecrest Miami FL 72 Greystar Trinity Club New Port Richey FL 73 Capstone Real Estate Services Homestead at Mormon Mill Marble Falls TX 74 Greystar Bravada 193 Clearfield UT 75 Capstone Real Estate Services Alders at Rockwall Rockwall TX 76 Greystar The Luke Redmond WA 77 Windsor Communities The Bravern Bellevue WA 78 Greystar 212 Stuart Boston MA 79 Phillips Management Group View at Paris Mountain Greenville SC 80 Greystar Griffin Center City Philadelphia PA 81 Greystar The Dorsey Denver CO 82 Greystar Avana on Wilshire Los Angeles CA 83 Rose Associates The Solaire New York NY 84 Korman AVE Walnut Creek Walnut Creek CA 85 Greystar Adega Rohnert Park CA 86 Greystar Accent Los Angeles CA 87 Windsor Communities The Kensington Pleasanton CA 88 Greystar The Court at Redstone Lancaster SC 89 Greystar Alvista Harmony Fort Collins CO 90 Greystar ABODE At Litchfield Park Litchfield Park AZ 91 Greystar One Riverside Chattanooga TN 92 Greystar Vlux at Peoria Heights Peoria AZ 93 Cortland Cortland Cap Hill Denver CO 94 Greystar Canyon Woods San Ramon CA 95 Greystar The Oaks on Chisholm Trail Round Rock TX 96 WinnResidential LLC The Residences at Portwalk Portsmouth NH 97 Tribridge Management BluWater Jacksonville Beach FL 98 Royal American Management Lakeside Towers Miami FL 99 Greystar Prose Cypress Creek Cypress TX 100 Greystar Centerline Seattle WA Are you ready to elevate resident satisfaction next year and compete for the Top 100? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2024-02-02 18:37:34 - Category: Pages - [2024 Kingsley Excellence Awards – Top 100](https://gracehill.com/kingsley-excellence-awards/multifamily-top-100/2024/): The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… ------------------------- # 2023 Kingsley Excellence Awards – Top 100 > The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… Full Content: The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify, a community must be enrolled in a survey program for at least 6 months and receive at least 15 survey responses. To be featured in the Top 100 listing, a community's resident satisfaction score must exceed the Kingsley Index™ for overall satisfaction in multifamily property management. The Top 100 Multifamily Properties that surpassed the Kingsley Index for 2022 are listed below. Congratulations to all the winners and their onsite teams for providing an excellent resident experience! Top 100 Multifamily Properties Highest Resident Overall Satisfaction Scores Ranking Management Company Name Community Name City State 1 Greystar Loop 83 Methuen MA 2 Security Properties Heartline Portland OR 3 Greystar Helm Seattle WA 4 Greystar The Timbers Coeur d Alene ID 5 Greystar Courthouse Square Wheaton IL 6 Greystar District Lofts Morrisville NC 7 Village Green Forte on the Park Minneapolis MN 8 WinnResidential LLC Manomet Place II New Bedford MA 9 Greystar Whispering Oaks San Marcos CA 10 Greystar The Retreat At Trinity New Port Richey FL 11 The ConAm Group Mission Hills Apartments San Diego CA 12 Greystar Amorance Alpharetta GA 13 The ConAm Group St Theodore Seattle WA 14 Greystar 2 Bayshore Tampa FL 15 Greystar Parke West Nashville TN 16 Greystar Broadstone Kendrick Denver CO 17 Security Properties Janus Seattle WA 18 AIR Communities Ocean House on Prospect La Jolla CA 19 RangeWater Lilli Midtown Atlanta GA 20 Greystar FLATZ 602 Phoenix AZ 21 Greystar The Artisan Petaluma CA 22 Windsor Communities Io Piazza by Windsor Arlington VA 23 Walton Communities Legacy at Walton Bluegrass Alpharetta GA 24 Greystar Bridges at Kendall Place Miami FL 25 Greystar Vue Los Feliz Los Angeles CA 26 Greystar Sofia Coral Gables Miami FL 27 Avenue5 Residential Portera at the Grove Wilsonville OR 28 WinnResidential LLC The Residences at Portwalk II Portsmouth NH 29 Walton Communities Legacy at Walton Park Acworth GA 30 Windsor Communities The Ashley New York NY 31 Greystar The Luke Redmond WA 32 AIR Communities 707 Leahy Redwood City CA 33 Greystar Cadence Creek at Gosling Spring TX 34 Walton Communities Walton Westside Atlanta GA 35 Greystar One Hermann Place Houston TX 36 Greystar The Commonwealth Fleetwood PA 37 Greystar Elan East Austin TX 38 Greystar Magnolia & Broadway Long Beach CA 39 AIR Communities One Ardmore Place Ardmore PA 40 Avenue5 Residential Multnomah Village Apartments Portland OR 41 AVE by Korman Communities The Franklin Residences Philadelphia PA 42 Epoch Residential Calirosa Winter Park Winter Park FL 43 Greystar The Park at Woodbridge Station Woodbridge NJ 44 Greystar The Frederic Sacramento CA 45 Mill Creek Residential Verso Founders Row Falls Church VA 46 WinnResidential LLC Tai Tung Village Boston MA 47 AMLI AMLI 808 Chicago IL 48 Lincoln Residential The Grand at the Domain Austin TX 49 Windsor Communities Terraces at Paseo Colorado Pasadena CA 50 Beztak Riverwalk Pointe Jupiter FL 51 Greystar Abode at Geneva Fuquay Varina NC 52 Atlantic Realty Partners The Main Evanston IL 53 Samuels & Associates Van Ness Boston MA 54 Greystar The Boulevard Houston TX 55 Moss & Company AndPico Los Angeles CA 56 HILLS Properties Greyson on 27 Nicholasville KY 57 Greystar 50 Front Binghamton NY 58 HILLS Properties 49 Hundred Cincinnati OH 59 PRG Real Estate AMP Apartments Louisville KY 60 Greystar One Riverwalk Knoxville TN 61 Greystar Griffin Weston Cary NC 62 Greystar Waterford Bay Saint Paul MN 63 Greystar Novel Turtle Creek Dallas TX 64 Greystar Landmark Bellevue WA 65 Greystar Prose Copperfield Houston TX 66 Park Properties Big Sky Apartments II Staunton VA 67 Walton Communities Legacy at Walton Mill Hiram GA 68 Waterton Residential Aberdeen West Loop Chicago IL 69 Block Multifamily 44 Washington Kansas City MO 70 Greystar The Dylan Portland OR 71 AVE by Korman Communities AVE Blue Bell Blue Bell PA 72 Security Properties Crossroads at the Gulch Nashville TN 73 Rose Associates The Verdesian New York NY 74 Tribridge Management Riverside St Johns Apartments Jacksonville FL 75 Avenue5 Residential Junction Flats and Landing Seattle WA 76 Windsor Communities The Victor by Windsor Boston MA 77 WinnResidential LLC Mountain View Villas Indian Wells CA 78 Greystar Jardine Los Angeles CA 79 Greystar Midtown Delray Delray Beach FL 80 Greystar City Centre Ithaca Ithaca NY 81 WinnResidential LLC Langham Court Boston MA 82 Greystar The Burrow Marlborough MA 83 WinnResidential LLC Wauregan, The Norwich CT 84 Avenue5 Residential Boardwalk Kirkland WA 85 Bozzuto Management Third and Valley South Orange NJ 86 Berkshire The Ellison Chicago IL 87 Greystar 810 NINTH Durham NC 88 RangeWater Veranda at Avalon Alpharetta GA 89 Greystar Timberhill Meadows Corvallis OR 90 Greystar EMME Chicago Chicago IL 91 AVE by Korman Communities AVE Florham Park Florham Park NJ 92 Greystar The Residence at SouthPark Charlotte NC 93 Bozzuto Management District Washington DC 94 Greystar Braunfels Place New Braunfels TX 95 Greystar Rolling Hills Gardens Apartments Chula Vista CA 96 Greystar The Shipyard at Port Jeff Harbor Port Jefferson NY 97 Greystar The Plaza at Pikes Peak Colorado Springs CO 98 Samuels & Associates 1330 Boylston Boston MA 99 Greystar Delo Apartments Louisville CO 100 Walton Communities Walton Riverwood Atlanta GA Are you ready to elevate resident satisfaction next year and compete for the Top 100? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2023-02-08 10:22:25 - Category: Pages - [2023 Kingsley Excellence Awards – Top 100](https://gracehill.com/kingsley-excellence-awards/top-100/2023/): The Kingsley Excellence Awards recognize the Top 100 individual multifamily properties that achieved outstanding performance the year prior. This award designation offers an opportunity to showcase a community's team and living experience to current and future residents alike. To qualify,… ------------------------- # 2024 Ellis Customer Experience Best in Class Awards > The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across… Full Content: The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across five touch points - lead conversion, move-in, maintenance, pre-renewal, and move-out. The Ellis Customer Experience Best in Class Awards center around the Net Promoter Score (NPS), the ultimate measure of customer relationship success and loyalty. Our 2023 best in class clients have worked diligently with their onsite teams to create stellar customer experiences. How It Works To be eligible to compete for the Ellis Customer Experience Best in Class Award, the property must have been on the Ellis Resident Surveys Program for the past nine months and have 20 or more completed surveys. 2023 Ellis Customer Experience Best in Class Award Properties Grace Hill congratulates the hard work and dedication of the onsite teams for the properties named below. Each earned the 2023 Ellis Customer Experience Best in Class Award based on the outstanding customer experiences they provide.  Ranking Property Name Management Company Name State 1 Highland Square Guardian Management, LLC AZ 2 THE RESIDENCES AT WILLOW RIDGE Willow Bridge PA 3 Marlowe Quarterra IL 4 INMAN PARK Willow Bridge NC 5 Town Center Station Guardian Management, LLC OR 6 Monroe House Champion Companies OH 7 Woodbury Commons Zaremba Management Company OH 8 CitySide Apartments Longboat Enterprises FL 9 Sonoma Ranch Sunrise Management CA 10 Mountain View Apartments Evolve Management Group, LLC NC 11 Orchards Plaza Guardian Management, LLC OR 12 Terrace at Mount Scott Guardian Management, LLC OR 13 Willakenzie Crossing Guardian Management, LLC OR 14 THE FOUNTAINS AT MEMORIAL CITY Willow Bridge TX 15 The Remy Quarterra FL 16 Cypress Point Guardian Management, LLC AZ 17 Amberlin at the Station Sparrow Partners TX 18 East Fair Terrace Guardian Management, LLC OR 19 Oakmont Guardian Management, LLC OR 20 San Carlos Simpson Property Group AZ 21 The Encore SouthPark Simpson Property Group NC 22 LOFTS AT MOCKINGBIRD STATION Willow Bridge TX 23 Addison Court Asset Living MD 24 THE BENJAMIN Willow Bridge NJ 25 Worthington Ridge Champion Companies OH 26 The Smyth Quarterra CT 27 Vireo Quarterra GA 28 BIRDSONG AT LEON SPRINGS Willow Bridge TX 29 Villanova Fore Property Company NV 30 THE RESIDENCES AT SEVEN GABLES Willow Bridge PA 31 Parkview Apartments Pinnacle Property Management Services WA 32 Alpine Ridge Guardian Management, LLC WA 33 MASONVALE Willow Bridge VA 34 Passport Apartments Simpson Property Group VA 35 Chateau Perry Zaremba Management Company PA 36 THE ASHBY AT SOUTH HILLS VILLAGE STATION Willow Bridge PA 37 SkyHouse Nashville Apartments Simpson Property Group TN 38 THE VISTA AT RAYZOR RANCH Willow Bridge TX 39 Lakeside Manco Abbott CA 40 THE VENUE Willow Bridge MO 41 Settler's Ridge Apartments Simpson Property Group TX 42 The Reserve at Daleville Cathcart Property Management VA 43 AURELIEN Willow Bridge IL 44 Pleasant Hills Zaremba Management Company PA 45 FAIRWAY FLATS Willow Bridge KS 46 COURTYARDS AT ESTERO Willow Bridge FL 47 50 North 5th Mack Property Management, LP NY 48 Emblem Riverside Quarterra GA 49 The Links Rea Farms Simpson Property Group NC 50 Aspen Ridge Guardian Management, LLC AZ 51 THE OXBOW Willow Bridge MO 52 Creekside Village Guardian Management, LLC OR 53 NEWBROOK Willow Bridge SC 54 Oro Apartments Cloud Ten Residential OR 55 Lakeside II Cathcart Property Management VA 56 CITYSCAPE Willow Bridge MN 57 GROVE AT WATERFORD CROSSING Willow Bridge TN 58 Annin Lofts Russo Property Management NJ 59 365 NICOLLET Willow Bridge MN 60 Caldera House Champion Companies OH 61 The Fynn Quarterra IL 62 Taylor Heights Quarterra TX 63 Olympus Midtown Olympus Property TN 64 The Reserve at Stone Port I Cathcart Property Management VA 65 The Luxe of Huntersville Zaremba Management Company NC 66 Spectra Quarterra WA 67 Fountains at Alluvial, The Manco Abbott CA 68 Sunset Canyon Fore Property Company NV 69 Royal Oaks Sunrise Management CA 70 THE MCCARTHY Willow Bridge TX 71 Mannington Place Zaremba Management Company OH 72 APARTMENTS AT SANATOGA GREENE II Willow Bridge PA 73 The Reserve at Belvedere Cathcart Property Management VA 74 Glenridge Guardian Management, LLC AZ 75 ANSLEY FOREST Willow Bridge GA 76 Van Allen Apartments Sunrise Management & Consulting NY 77 Heights at Worthington Place Champion Companies OH 78 WELKIN APARTMENTS Willow Bridge IL 79 Hawthorne Village GDC Properties, Inc. NY 80 Cadence Cool Springs Apartments Simpson Property Group TN 81 Olympus Stone Glen Olympus Property TX 82 Ryland Park Champion Companies OH 83 Oak Creek at Polaris Champion Companies OH 84 Zoso Flats Simpson Property Group VA 85 Woodmont Way at West Windsor Woodmont Properties NJ 86 Town Center Villa Sunrise Management CA 87 Olympus Woodbridge Olympus Property TX 88 Belmont Dairy Apts Guardian Management, LLC OR 89 Woodmont Metro Woodmont Properties NJ 90 Linden House Zaremba Management Company OH 91 Solea Keller Sparrow Partners TX 92 Discovery Point Guardian Management, LLC AZ 93 Suzann Plaza Guardian Management, LLC OR 94 Cotswolds Court Manco Abbott CA 95 Core Quarterra CA Are you ready to elevate customer satisfaction this year and compete for the Ellis Customer Experience Best in Class Award? Talk to one of our experts who can help customize a survey program that fits your needs..  Important notes: - Published on: 2025-01-27 17:34:55 - Category: Pages - [2024 Ellis Customer Experience Best in Class Awards](https://gracehill.com/ellis-customer-experience-best-in-class-awards/2024/): The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across… ------------------------- # 2024 Ellis Customer Experience Best in Class Awards > The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for over 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted… Full Content: The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for over 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across five touch points - lead conversion, move-in, maintenance, pre-renewal, and move-out. These communities not only achieved the highest loyalty scores from resident surveys with an average of 93%, but also responded to residents an average of 95% once a survey was completed. The Best in Class communities also have an 11% higher likelihood to renew than their peers. Additionally, they responded to residents within an average of 5.26 days, more than 1.50 days faster than other communities. How it Works To be eligible to compete for the Ellis Customer Experience Best in Class Award, the property must have been on the Ellis Resident Surveys Program for the past nine months and have 20 or more completed surveys. 2024 Ellis Customer Experience Best in Class Award Properties Grace Hill congratulates the hard work and dedication of the onsite teams for the properties named below. Rank Property Name Management Company State 1 Highland Square Guardian Management, LLC AZ 2 Cypress Point Guardian Management, LLC AZ 3 Fanita Meadows Sunrise Management CA 4 Emblem Cane Bay Quarterra SC 5 Claremont Park StarPoint Properties, LLC CA 6 San Carlos Apartments Scottsdale Simpson Property Group AZ 7 INMAN PARK Willow Bridge NC 8 Suncrest Village Guardian Management, LLC WA 9 THE RESIDENCES AT WILLOW RIDGE Willow Bridge PA 10 THE RESIDENCES AT SEVEN GABLES Willow Bridge PA 11 NORTH END APARTMENTS Willow Bridge IN 12 Maple Grand Apartments Friedman Realty Group NJ 13 Emblem Conyers Quarterra GA 14 East Fair Terrace Guardian Management, LLC OR 15 The Encore SouthPark Simpson Property Group NC 16 Headwaters Apartments, The Guardian Management, LLC OR 17 ARCHES AT GLENRIDGE Willow Bridge GA 18 AURELIEN Willow Bridge IL 19 Slabtown Square Guardian Management, LLC OR 20 Claysville Landing Apartments Ghertner & Company KY 21 Creekside Village Guardian Management, LLC OR 22 Town and Country Sunrise Management CA 23 Willakenzie Crossing Guardian Management, LLC OR 24 THE PAVILION AT RARITAN Willow Bridge NJ 25 Town Center Station Guardian Management, LLC OR 26 Tramore Steadfast Management ID 27 Mannington Place Zaremba Management Company OH 28 The Reserve at Daleville Cathcart Property Management VA 29 Fountains at Alluvial, The Manco Abbott CA 30 Chateau Perry Zaremba Management Company PA 31 Imperial Pacific Village Steadfast Management CA 32 PLANTATION PARK Willow Bridge TX 33 THE RETREAT AT HONEY CREEK Willow Bridge TX 34 THE ASHBY AT SOUTH HILLS VILLAGE STATION Willow Bridge PA 35 Shalimar at Plantation TM Realty Services FL 36 FOUNDRY Willow Bridge IL 37 GREENHAVEN APARTMENTS Willow Bridge TX 38 BIRDTOWN FLATS Willow Bridge MN 39 Aspen Ridge Guardian Management, LLC AZ 40 SkyHouse Nashville Apartments Simpson Property Group TN 41 The Reserve at Rivington Cathcart Property Management VA 42 THE REESE Willow Bridge FL 43 THE HAVEN AT CRANBERRY WOODS Willow Bridge PA 44 Sunrise Estates II Guardian Management, LLC OR 45 THE VISTA AT RAYZOR RANCH Willow Bridge TX 46 FAIRWAY FLATS Willow Bridge KS 47 The Luxe of Huntersville Zaremba Management Company NC 48 Cherry Blossom FPI Management Inc. CA 49 Discovery Point Guardian Management, LLC AZ 50 Pleasant Hills Zaremba Management Company PA 51 The Links Rea Farms Simpson Property Group NC 52 Waldwick Station Russo Property Management NJ 53 RIVERSIDE Willow Bridge SC 54 VUE32 Willow Bridge PA 55 The Reserve at Belvedere Cathcart Property Management VA 56 LOFTS AT MOCKINGBIRD STATION Willow Bridge TX 57 The Warwick Sunrise Management CA 58 Triangle Square Quarterra IL 59 Woodmont Liberty at Independence Woodmont Properties NJ 60 Brighton Chase Zaremba Management Company OH 61 Montelena Apartments Grapevine Simpson Property Group TX 62 ARTHUR ON ABERDEEN Willow Bridge IL 63 920 N WELLS Willow Bridge IL 64 ALLORA CREEKBEND Willow Bridge GA 65 LAKEVIEW AT THE GATES OF PROSPER Willow Bridge TX 66 Emblem Shakopee Quarterra MN 67 Woodmont Ridge Woodmont Properties PA 68 The Fynn Quarterra IL 69 The Remy Quarterra FL 70 Villanova Fore Property Company NV 71 Winfield Commons Zaremba Management Company OH 72 2125 Yale Apartments Simpson Property Group TX 73 LINQ AT NORTH SPRINGS Willow Bridge GA 74 VILLAGE AT VANDERBILT (711) Willow Bridge TN 75 Addison Court Asset Living MD 76 700 RIVERCHASE APARTMENTS Willow Bridge AL 77 Edgewater Apartments Friedman Realty Group PA 78 Olympus Stone Glen Olympus Property TX 79 Taylor Heights Quarterra TX 80 Woodmont Forge at Hopewell Woodmont Properties NJ 81 Gallery at Godwin Cathcart Property Management VA 82 Tiller Terrace Guardian Management, LLC OR 83 Brynx Samuels & Associates MA 84 The Battery on Blake Street Simpson Property Group CO Are you ready to elevate customer satisfaction this year and compete for the Ellis Customer Experience Best in Class Award?Talk to one of our experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-02-10 15:30:13 - Category: Pages - [2024 Ellis Customer Experience Best in Class Awards](https://gracehill.com/ellis-customer-experience-best-in-class-awards/2024/): The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for over 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted… ------------------------- # 2023 Ellis Customer Experience Best in Class Awards > The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across… Full Content: The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across five touch points - lead conversion, move-in, maintenance, pre-renewal, and move-out. The Ellis Customer Experience Best in Class Awards center around the Net Promoter Score (NPS), the ultimate measure of customer relationship success and loyalty. Our 2023 best in class clients have worked diligently with their onsite teams to create stellar customer experiences. How It Works To be eligible to compete for the Ellis Customer Experience Best in Class Award, the property must have been on the Ellis Resident Surveys Program for the past nine months and have 20 or more completed surveys. 2023 Ellis Customer Experience Best in Class Award Properties Grace Hill congratulates the hard work and dedication of the onsite teams for the properties named below. Each earned the 2023 Ellis Customer Experience Best in Class Award based on the outstanding customer experiences they provide.  Ranking Property Name Management Company Name State 1 Highland Square Guardian Management, LLC AZ 2 THE RESIDENCES AT WILLOW RIDGE Willow Bridge PA 3 Marlowe Quarterra IL 4 INMAN PARK Willow Bridge NC 5 Town Center Station Guardian Management, LLC OR 6 Monroe House Champion Companies OH 7 Woodbury Commons Zaremba Management Company OH 8 CitySide Apartments Longboat Enterprises FL 9 Sonoma Ranch Sunrise Management CA 10 Mountain View Apartments Evolve Management Group, LLC NC 11 Orchards Plaza Guardian Management, LLC OR 12 Terrace at Mount Scott Guardian Management, LLC OR 13 Willakenzie Crossing Guardian Management, LLC OR 14 THE FOUNTAINS AT MEMORIAL CITY Willow Bridge TX 15 The Remy Quarterra FL 16 Cypress Point Guardian Management, LLC AZ 17 Amberlin at the Station Sparrow Partners TX 18 East Fair Terrace Guardian Management, LLC OR 19 Oakmont Guardian Management, LLC OR 20 San Carlos Simpson Property Group AZ 21 The Encore SouthPark Simpson Property Group NC 22 LOFTS AT MOCKINGBIRD STATION Willow Bridge TX 23 Addison Court Asset Living MD 24 THE BENJAMIN Willow Bridge NJ 25 Worthington Ridge Champion Companies OH 26 The Smyth Quarterra CT 27 Vireo Quarterra GA 28 BIRDSONG AT LEON SPRINGS Willow Bridge TX 29 Villanova Fore Property Company NV 30 THE RESIDENCES AT SEVEN GABLES Willow Bridge PA 31 Parkview Apartments Pinnacle Property Management Services WA 32 Alpine Ridge Guardian Management, LLC WA 33 MASONVALE Willow Bridge VA 34 Passport Apartments Simpson Property Group VA 35 Chateau Perry Zaremba Management Company PA 36 THE ASHBY AT SOUTH HILLS VILLAGE STATION Willow Bridge PA 37 SkyHouse Nashville Apartments Simpson Property Group TN 38 THE VISTA AT RAYZOR RANCH Willow Bridge TX 39 Lakeside Manco Abbott CA 40 THE VENUE Willow Bridge MO 41 Settler's Ridge Apartments Simpson Property Group TX 42 The Reserve at Daleville Cathcart Property Management VA 43 AURELIEN Willow Bridge IL 44 Pleasant Hills Zaremba Management Company PA 45 FAIRWAY FLATS Willow Bridge KS 46 COURTYARDS AT ESTERO Willow Bridge FL 47 50 North 5th Mack Property Management, LP NY 48 Emblem Riverside Quarterra GA 49 The Links Rea Farms Simpson Property Group NC 50 Aspen Ridge Guardian Management, LLC AZ 51 THE OXBOW Willow Bridge MO 52 Creekside Village Guardian Management, LLC OR 53 NEWBROOK Willow Bridge SC 54 Oro Apartments Cloud Ten Residential OR 55 Lakeside II Cathcart Property Management VA 56 CITYSCAPE Willow Bridge MN 57 GROVE AT WATERFORD CROSSING Willow Bridge TN 58 Annin Lofts Russo Property Management NJ 59 365 NICOLLET Willow Bridge MN 60 Caldera House Champion Companies OH 61 The Fynn Quarterra IL 62 Taylor Heights Quarterra TX 63 Olympus Midtown Olympus Property TN 64 The Reserve at Stone Port I Cathcart Property Management VA 65 The Luxe of Huntersville Zaremba Management Company NC 66 Spectra Quarterra WA 67 Fountains at Alluvial, The Manco Abbott CA 68 Sunset Canyon Fore Property Company NV 69 Royal Oaks Sunrise Management CA 70 THE MCCARTHY Willow Bridge TX 71 Mannington Place Zaremba Management Company OH 72 APARTMENTS AT SANATOGA GREENE II Willow Bridge PA 73 The Reserve at Belvedere Cathcart Property Management VA 74 Glenridge Guardian Management, LLC AZ 75 ANSLEY FOREST Willow Bridge GA 76 Van Allen Apartments Sunrise Management & Consulting NY 77 Heights at Worthington Place Champion Companies OH 78 WELKIN APARTMENTS Willow Bridge IL 79 Hawthorne Village GDC Properties, Inc. NY 80 Cadence Cool Springs Apartments Simpson Property Group TN 81 Olympus Stone Glen Olympus Property TX 82 Ryland Park Champion Companies OH 83 Oak Creek at Polaris Champion Companies OH 84 Zoso Flats Simpson Property Group VA 85 Woodmont Way at West Windsor Woodmont Properties NJ 86 Town Center Villa Sunrise Management CA 87 Olympus Woodbridge Olympus Property TX 88 Belmont Dairy Apts Guardian Management, LLC OR 89 Woodmont Metro Woodmont Properties NJ 90 Linden House Zaremba Management Company OH 91 Solea Keller Sparrow Partners TX 92 Discovery Point Guardian Management, LLC AZ 93 Suzann Plaza Guardian Management, LLC OR 94 Cotswolds Court Manco Abbott CA 95 Core Quarterra CA Are you ready to elevate customer satisfaction this year and compete for the Ellis Customer Experience Best in Class Award? Talk to one of our experts who can help customize a survey program that fits your needs..  Important notes: - Published on: 2024-01-30 17:16:56 - Category: Pages - [2023 Ellis Customer Experience Best in Class Awards](https://gracehill.com/ellis-customer-experience-best-in-class-awards/2023/): The prestigious Ellis Customer Experience Best in Class Awards have been a staple in measuring resident satisfaction in multifamily for 10 years. The award is presented to the top 10% of communities based on results of resident surveys conducted across… ------------------------- # 2025 Kingsley Excellence Awards – Elite 5 – Commercial > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall tenant satisfaction scores across their portfolio. To qualify for this award, the CRE organization must have at least 10 properties and complete their KingsleySurveys program in the 2023 calendar year. This special distinction offers an opportunity to showcase the CRE organization's exceptional performance to current and future tenants.  Congratulations to all the winners and commercial teams for reaching this elite status across the portfolio! The CRE organizations that qualified for the 2024 Kingsley Excellence Award Elite 5 are listed by property type below. Office See Office Winners Industrial See Industrial Winners Medical Office See Medical Office Winners Retail See Retail Winners The Kingsley Excellence Award Elite 5 winners in each commercial sector are featured below. Congratulations to all 20 companies and their teams for reaching this elite status! Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Office sector, ranked in order (left to right, top to bottom) by top performance. LBA Realty 16 Year Survey Participant Visit Site Investors Associated 4 Year Survey Participant Visit Site Hines 14 Year Survey Participant Visit Site Wexford Science + Technology 6 Year Survey Participant Visit Site CommonWealth Partners 4 Year Survey Participant Visit Site Medical Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Medical Office sector, ranked in order (left to right, top to bottom) by top performance. PMB Real Estate Services 16 Year Survey Participant Visit Site Baptist Health 13 Year Survey Participant Visit Site Lillibridge 8 Year Survey Participant Visit Site Ryan Companies 16 Year Survey Participant Visit Site Healthpeak Properties 24 Year Survey Participant Visit Site Retail Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Retail sector, ranked in order (left to right, top to bottom) by top performance. Affinius Capital LLC 11 Year Survey Participant Visit Site ASB Real Estate Investments 7 Year Survey Participant Visit Site Trademark Property Company 7 Year Survey Participant Visit Site CIM Group 12 Year Survey Participant Visit Site Clarion Partners 12 Year Survey Participant Visit Site Industrial Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Industrial sector, ranked in order (left to right, top to bottom) by top performance. Dalfen Industrial 3 Year Survey Participant Visit Site Nearon 2 Year Survey Participant Visit Site First Industrial 22 Year Survey Participant Visit Site AXA Real Estate Investment Managers US LLC 10 Year Survey Participant Visit Site BlackRock 13 Year Survey Participant Visit Site Are you ready to elevate tenant satisfaction and compete for the Elite 5? Talk to one of our KingsleySurveys experts who can help customize a program that fits your needs. Important notes: - Published on: 2025-01-27 16:30:59 - Category: Pages - [2025 Kingsley Excellence Awards – Elite 5 – Commercial](https://gracehill.com/kingsley-excellence-awards/elite5-club/2025/commercial/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… ------------------------- # 2025 Kingsley Excellence Awards – Elite 5 – Commercial > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall tenant satisfaction scores across their portfolio. To qualify for this award, the CRE organization must have at least 10 properties and complete their KingsleySurveys program in the 2024 calendar year. This special distinction offers an opportunity to showcase the CRE organization's exceptional performance to current and future tenants.  Congratulations to all the winners and commercial teams for reaching this elite status across the portfolio! The CRE organizations that qualified for the 2025 Kingsley Excellence Award Elite 5 are listed by property type below. Office See Office Winners Industrial See Industrial Winners Medical Office See Medical Office Winners Retail See Retail Winners The Kingsley Excellence Award Elite 5 winners in each commercial sector are featured below. Congratulations to all 20 companies and their teams for reaching this elite status! Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Office sector, ranked in order (left to right, top to bottom) by top performance. Akridge 14 Year Survey Participant Visit Site Wexford Science + Technology 7 Year Survey Participant Visit Site CBRE Investment Management 18 Year Survey Participant Visit Site J.P. Morgan 21 Year Survey Participant Visit Site Principal Real Estate Investors 17 Year Survey Participant Visit Site Medical Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Medical Office sector, ranked in order (left to right, top to bottom) by top performance. PMB Real Estate Services 17 Year Survey Participant Visit Site Baptist Health 14 Year Survey Participant Visit Site Lillibridge 9 Year Survey Participant Visit Site Ryan Companies 17 Year Survey Participant Visit Site Healthpeak Properties 25 Year Survey Participant Visit Site Retail Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Retail sector, ranked in order (left to right, top to bottom) by top performance. CIM Group 13 Year Survey Participant Visit Site Affinius Capital 12 Year Survey Participant Visit Site Trademark Property Company 8 Year Survey Participant Visit Site The Howard Hughes Corporation 9 Year Survey Participant Visit Site DWS 16 Year Survey Participant Visit Site Industrial Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Industrial sector, ranked in order (left to right, top to bottom) by top performance. First Industrial 23 Year Survey Participant Visit Site Nearon 3 Year Survey Participant Visit Site Affinius Capital 12 Year Survey Participant Visit Site BlackRock 14 Year Survey Participant Visit Site J.P. Morgan 21 Year Survey Participant Visit Site Are you ready to elevate tenant satisfaction and compete for the Elite 5? Talk to one of our KingsleySurveys experts who can help customize a program that fits your needs. Important notes: - Published on: 2025-02-10 15:30:57 - Category: Pages - [2025 Kingsley Excellence Awards – Elite 5 – Commercial](https://gracehill.com/kingsley-excellence-awards/elite5-club/2025/commercial/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… ------------------------- # 2024 Kingsley Excellence Awards – Elite 5 – Commercial > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall tenant satisfaction scores across their portfolio. To qualify for this award, the CRE organization must have at least 10 properties and complete their KingsleySurveys program in the 2023 calendar year. This special distinction offers an opportunity to showcase the CRE organization's exceptional performance to current and future tenants.  Congratulations to all the winners and commercial teams for reaching this elite status across the portfolio! The CRE organizations that qualified for the 2024 Kingsley Excellence Award Elite 5 are listed by property type below. Office See Office Winners Industrial See Industrial Winners Medical Office See Medical Office Winners Retail See Retail Winners The Kingsley Excellence Award Elite 5 winners in each commercial sector are featured below. Congratulations to all 20 companies and their teams for reaching this elite status! Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Office sector, ranked in order (left to right, top to bottom) by top performance. LBA Realty 16 Year Survey Participant Visit Site Investors Associated 4 Year Survey Participant Visit Site Hines 14 Year Survey Participant Visit Site Wexford Science + Technology 6 Year Survey Participant Visit Site CommonWealth Partners 4 Year Survey Participant Visit Site Medical Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Medical Office sector, ranked in order (left to right, top to bottom) by top performance. PMB Real Estate Services 16 Year Survey Participant Visit Site Baptist Health 13 Year Survey Participant Visit Site Lillibridge 8 Year Survey Participant Visit Site Ryan Companies 16 Year Survey Participant Visit Site Healthpeak Properties 24 Year Survey Participant Visit Site Retail Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Retail sector, ranked in order (left to right, top to bottom) by top performance. Affinius Capital LLC 11 Year Survey Participant Visit Site ASB Real Estate Investments 7 Year Survey Participant Visit Site Trademark Property Company 7 Year Survey Participant Visit Site CIM Group 12 Year Survey Participant Visit Site Clarion Partners 12 Year Survey Participant Visit Site Industrial Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Industrial sector, ranked in order (left to right, top to bottom) by top performance. Dalfen Industrial 3 Year Survey Participant Visit Site Nearon 2 Year Survey Participant Visit Site First Industrial 22 Year Survey Participant Visit Site AXA Real Estate Investment Managers US LLC 10 Year Survey Participant Visit Site BlackRock 13 Year Survey Participant Visit Site Are you ready to elevate tenant satisfaction and compete for the Elite 5? Talk to one of our KingsleySurveys experts who can help customize a program that fits your needs. Important notes: - Published on: 2024-02-02 13:16:16 - Category: Pages - [2024 Kingsley Excellence Awards – Elite 5 – Commercial](https://gracehill.com/kingsley-excellence-awards/elite5-club/2024/commercial/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… ------------------------- # 2023 Kingsley Excellence Awards – Elite 5 – Commercial > Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… Full Content: Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall tenant satisfaction scores across their portfolio. To qualify for this award, the CRE organization must have at least 10 properties and complete their KingsleySurveys program in the 2022 calendar year.  This special distinction offers an opportunity to showcase the CRE organization's exceptional performance to current and future tenants.  Congratulations to all the winners and commercial teams for reaching this elite status across the portfolio! The CRE organizations that qualified for the 2023 Kingsley Excellence Award Elite 5 are listed by property type below. Office See Office Winners Industrial See Industrial Winners Medical Office See Medical Office Winners Retail See Retail Winners The Kingsley Excellence Award Elite 5 winners in each commercial sector are featured below. Congratulations to all 20 companies and their teams for reaching this elite status! Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Office sector, ranked in order (left to right, top to bottom) by top performance. LBA Realty 15 Year Survey Participant Visit Site HPI Real Estate Services 6 Year Survey Participant Visit Site Akridge 1 Year Survey Participant Visit Site Shorenstein 6 Year Survey Participant Visit Site Tishman Speyer 6 Year Survey Participant Visit Site Medical Office Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Medical Office sector, ranked in order (left to right, top to bottom) by top performance. PMB Real Estate Services 15 Year Survey Participant Baptist Health 12 Year Survey Participant LaSalle Investment Management 6 Year Survey Participant Lillibridge 7 Year Survey Participant Healthpeak Properties 15 Year Survey Participant Retail Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Retail sector, ranked in order (left to right, top to bottom) by top performance. Affinius Capital LLC 10 Year Survey Participant Visit Site Trademark Property Company 6 Year Survey Participant Visit Site DWS 14 Year Survey Participant Visit Site BlackRock 12 Year Survey Participant Visit Site Jamestown 7 Year Survey Participant Visit Site Industrial Sector Kingsley Excellence Award Elite 5 Winners Winning companies in the Industrial sector, ranked in order (left to right, top to bottom) by top performance. Watson Land Company 15 Year Survey Participant Visit Site First Industrial 21 Year Survey Participant Visit Site Affinius Capital LLC 10 Year Survey Participant Visit Site BlackRock 12 Year Survey Participant Visit Site PGIM Real Estate 15 Year Survey Participant Visit Site Are you ready to elevate tenant satisfaction and compete for the Elite 5? Talk to one of our KingsleySurveys experts who can help customize a program that fits your needs. Important notes: - Published on: 2023-04-11 18:41:34 - Category: Pages - [2023 Kingsley Excellence Awards – Elite 5 – Commercial](https://gracehill.com/kingsley-excellence-awards/2023-kingsley-excellence-awards-elite-5/commercial/): Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. The Elite 5 further recognizes the top CRE organizations with the highest overall… ------------------------- # 2025 Kingsley Excellence Awards – Elite 5 Multifamily > The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K… Full Content: The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K units Tier 2 10,000 - 30,000 units Tier 3 <10,000 units The top five winners in each of the three categories of the KingsleySurveys Elite 5 are featured below. Congratulations to all 15 companies and their teams for reaching this elite status! Tier 1 Winners Winning companies with over 30,000 units, ranked in order (left to right, top to bottom) by top performance. Windsor Communities Boston, MA12 Year Survey Participant Visit Site Cortland Atlanta, GA10 Year Survey Participant Visit Site Greystar Charleston, SC9 Year Survey Participant Visit Site Village Green Southfield, MI6 Year Survey Participant Visit Site Winn Residential LLC Boston, MA7 Year Survey Participant Visit Site Tier 2 Winners Winning companies with 10,000 to 30,000 units, ranked in order (left to right, top to bottom) by top performance. Rose Associates New York, NY12 Year Survey Participant Visit Site PRG Real Estate Philadelphia, PA9 Year Survey Participant Visit Site Wood Residential Atlanta, GA9 Year Survey Participant Visit Site Mill Creek Residential Boca Raton, FL7 Year Survey Participant Visit Site Northland Investment Corporation Newton, MA1 Year Survey Participant Visit Site Tier 3 Winners Winning companies with fewer than 10,000 units, ranked in order (left to right, top to bottom) by top performance. AVE by Korman Communities Plymouth Meeting, PA5 Year Survey Participant Visit Site HILLS Properties Cincinnati, OH1 Year Survey Participant Visit Site Benchmark Management Corporation Amherst, NY3 Year Survey Participant Visit Site Walnut Capital Pittsburgh, PA4 Year Survey Participant Visit Site Royal American Corp. Pittsburgh, PA1 Year Survey Participant Visit Site Are you ready to elevate resident satisfaction next year and compete for the Elite 5? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-01-27 17:04:18 - Category: Pages - [2025 Kingsley Excellence Awards – Elite 5 Multifamily](https://gracehill.com/kingsley-excellence-awards/elite-5/2025/multifamily/): The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K… ------------------------- # 2025 Kingsley Excellence Awards – Elite 5 Multifamily > The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K… Full Content: The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K units Tier 2 10,000 - 30,000 units Tier 3 <10,000 units The top five winners in each of the three categories of the KingsleySurveys Elite 5 are featured below. Congratulations to all 15 companies and their teams for reaching this elite status! Tier 1 Winners Winning companies with over 30,000 units, ranked in order (left to right, top to bottom) by top performance. Windsor Communities Boston, MA13 Year Survey Participant Visit Site Cortland Atlanta, GA11 Year Survey Participant Visit Site Winn Residential LLC Boston, MA8 Year Survey Participant Visit Site Greystar Charleston, SC10 Year Survey Participant Visit Site Village Green Southfield, MI7 Year Survey Participant Visit Site Tier 2 Winners Winning companies with 10,000 to 30,000 units, ranked in order (left to right, top to bottom) by top performance. Rose Associates New York, NY13 Year Survey Participant Visit Site PRG Real Estate Philadelphia, PA10 Year Survey Participant Visit Site Hines Living Houston, TX5 Year Survey Participant Visit Site Mill Creek Residential Boca Raton, FL8 Year Survey Participant Visit Site Sentinel Real Estate Corporation New York, NY6 Year Survey Participant Visit Site Tier 3 Winners Winning companies with fewer than 10,000 units, ranked in order (left to right, top to bottom) by top performance. AVE by Korman Communities Plymouth Meeting, PA6 Year Survey Participant Visit Site Benchmark Management Corporation Amherst, NY4 Year Survey Participant Visit Site Dallas Village Green Dallas, TX1 Year Survey Participant Visit Site HILLS Properties Cincinnati, OH3 Year Survey Participant Visit Site Gumenick Properties Richmond, VA7 Year Survey Participant Visit Site Are you ready to elevate resident satisfaction next year and compete for the Elite 5? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2025-02-10 15:30:38 - Category: Pages - [2025 Kingsley Excellence Awards – Elite 5 Multifamily](https://gracehill.com/kingsley-excellence-awards/elite-5/2025/multifamily/): The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K… ------------------------- # 2024 Kingsley Excellence Awards – Elite 5 Multifamily > The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K… Full Content: The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K units Tier 2 10,000 - 30,000 units Tier 3 <10,000 units The top five winners in each of the three categories of the KingsleySurveys Elite 5 are featured below. Congratulations to all 15 companies and their teams for reaching this elite status! Tier 1 Winners Winning companies with over 30,000 units, ranked in order (left to right, top to bottom) by top performance. Windsor Communities Boston, MA12 Year Survey Participant Visit Site Cortland Atlanta, GA10 Year Survey Participant Visit Site Greystar Charleston, SC9 Year Survey Participant Visit Site Village Green Southfield, MI6 Year Survey Participant Visit Site Winn Residential LLC Boston, MA7 Year Survey Participant Visit Site Tier 2 Winners Winning companies with 10,000 to 30,000 units, ranked in order (left to right, top to bottom) by top performance. Rose Associates New York, NY12 Year Survey Participant Visit Site PRG Real Estate Philadelphia, PA9 Year Survey Participant Visit Site Wood Residential Atlanta, GA9 Year Survey Participant Visit Site Mill Creek Residential Boca Raton, FL7 Year Survey Participant Visit Site Northland Investment Corporation Newton, MA1 Year Survey Participant Visit Site Tier 3 Winners Winning companies with fewer than 10,000 units, ranked in order (left to right, top to bottom) by top performance. AVE by Korman Communities Plymouth Meeting, PA5 Year Survey Participant Visit Site HILLS Properties Cincinnati, OH1 Year Survey Participant Visit Site Benchmark Management Corporation Amherst, NY3 Year Survey Participant Visit Site Walnut Capital Pittsburgh, PA4 Year Survey Participant Visit Site Royal American Corp. Pittsburgh, PA1 Year Survey Participant Visit Site Are you ready to elevate resident satisfaction next year and compete for the Elite 5? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2024-02-02 15:57:36 - Category: Pages - [2024 Kingsley Excellence Awards – Elite 5 Multifamily](https://gracehill.com/kingsley-excellence-awards/elite-5/2024/multifamily/): The Kingsley Excellence Awards is a listing of the top properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K… ------------------------- # 2023 Kingsley Excellence Awards – Elite 5 > The Kingsley Excellence Awards is a listing of the Top 100 Properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1… Full Content: The Kingsley Excellence Awards is a listing of the Top 100 Properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1 >30K units Tier 2 10,000 - 30,000 units Tier 3 <10,000 units The top five winners in each of the three categories of the KingsleySurveys Elite 5 are featured below. Congratulations to all 15 companies and their teams for reaching this elite status! Tier 1 Winners Winning companies with over 30,000 units, ranked in order (left to right, top to bottom) by top performance. Windsor Communities Boston, MA11 Year Survey Participant Visit Site AIR Communities Denver, CO9 Year Survey Participant Visit Site Village Green Southfield, MI5 Year Survey Participant Visit Site Cortland Atlanta, GA9 Year Survey Participant Visit Site Winn Residential LLC Boston, MA6 Year Survey Participant Visit Site Tier 2 Winners Winning companies with 10,000 to 30,000 units, ranked in order (left to right, top to bottom) by top performance. Rose Associates New York, NY11 Year Survey Participant Visit Site Wood Residential Atlanta, GA8 Year Survey Participant Visit Site PRG Real Estate Philadelphia, PA8 Year Survey Participant Visit Site Security Properties Seattle, WA12 Year Survey Participant Visit Site Mill Creek Residential Boca Raton, FL6 Year Survey Participant Visit Site Tier 3 Winners Winning companies with fewer than 10,000 units, ranked in order (left to right, top to bottom) by top performance. AVE by Korman Communities Plymouth Meeting, PA4 Year Survey Participant Visit Site Walton Communities Atlanta, GA11 Year Survey Participant Visit Site HILLS Properties Cincinnati, OH1 Year Survey Participant Visit Site Epoch Residential Winter Park, FL4 Year Survey Participant Visit Site Gumenick Properties Richmond, VA 4 Year Survey Participant Visit Site Are you ready to elevate resident satisfaction next year and compete for the Elite 5? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs. Important notes: - Published on: 2023-02-08 10:22:46 - Category: Pages - [2023 Kingsley Excellence Awards – Elite 5](https://gracehill.com/kingsley-excellence-awards/elite-5/2023/): The Kingsley Excellence Awards is a listing of the Top 100 Properties in the Multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill's three main client tiers: Tier 1… ------------------------- # Grace Hill Excellence and Kingsley Excellence Awards > Grace Hill Excellence & Kingsley Excellence Awards Recognizing the top performing properties and companies in real estate management. View 2026 Winners FAQs Showcase your properties and celebrate top performance with the industry's most prestigious awards! Each year, Grace Hill recognizes… Full Content: Grace Hill Excellence & Kingsley Excellence Awards Recognizing the top performing properties and companies in real estate management. View 2026 Winners FAQs Showcase your properties and celebrate top performance with the industry's most prestigious awards! Each year, Grace Hill recognizes individual properties and companies with the highest overall satisfaction and provides the winners with everything they need to promote their achievement. You work hard to give your residents and tenants the best experience possible at your properties. Showcase your team and the quality you provide to current residents and tenants while highlighting why prospective renters would love your property! The Grace Hill Excellence and Kingsley Excellence Awards provide the opportunity to share your achievements and gain industry-wide recognition for high performance. Multifamily Clients As Grace Hill brings its multifamily survey programs together within PerformanceHQ, we're unifying the legacy Kingsley and Ellis award programs into a single, cohesive Grace Hill awards program. The new award program is based on the Kingsley Index™ and introduces updated categories that blend the strengths of both legacy programs. To be featured in the Grace Hill Excellence Award 95% Club or Elite 5, winners must exceed the Kingsley Index for overall satisfaction in the prior year. Grace Hill analyzes over 7 million prospect and resident surveys annually, and the Kingsley Index includes data from over 100 companies, including 5 of the 6 largest property managers! Commercial Real Estate Clients Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club. The Elite 5 further recognizes the top CRE organizations with the highest overall tenant satisfaction scores across their portfolio. These special distinctions offer additional opportunities to showcase the property or portfolio's exceptional performance. Congratulations to Our 2026 Excellence Award Winners! Elite 5 Multifamily Companies See Winners → Elite 5 Commercial Companies See Winners → 95% Club Multifamily Properties See Winners → 100% Club Commercial Properties See Winners → Frequently Asked Questions What are the Grace Hill Excellence and Kingsley Excellence Awards? These awards recognize real estate properties and companies that achieve outstanding performance in resident and tenant satisfaction. Winners are determined by outperforming the Kingsley Index™, the industry standard for performance benchmarking. When is the official 2026 launch? The market launch, including the debut of new web pages, press releases, and official announcement emails, is scheduled for February 17, 2026. What is the Kingsley Index™? The Kingsley Index is a comprehensive database used to track property performance against industry standards. It comprises survey results from 7.3 million residents and 2.2 billion square feet of commercial space, representing over 35 years of industry analysis. How is the multifamily award program changing? We are unifying our multifamily survey programs within PerformanceHQ. As part of this transition, legacy names like "Ellis Best in Class" and "Kingsley Excellence" (for multifamily) are being retired and replaced by the Grace Hill Excellence Awards. Does this change affect Commercial properties? No. Commercial real estate properties will continue to be recognized under the prestigious Kingsley Excellence Awards name. How can customers use the award branding? Winners gain the right to use their designated award logo in their marketing and promotional materials, including websites, social media, press releases, and on-property displays. What are the qualifications for the 2026 awards? Multifamily: Communities must be enrolled for at least 30 days, have at least 15 survey responses, and exceed the Kingsley Index for overall satisfaction and/or property recommendation in 2025. Commercial: Properties must exceed the Kingsley Index and meet minimum response rates (30% for office/industrial/medical; 20% for retail). What are the specialized "Club" and "Elite" designations? 95% Club (Multifamily): Properties ranking in the top 5% for overall resident satisfaction or recommendation. 100% Club (Commercial): Properties maintaining a perfect 5.0 satisfaction score for two consecutive years. The Elite 5: Recognizes the top five performing companies across specific tiers (Multifamily) or sectors (Commercial). What are the benefits of winning a Grace Hill Excellence Award or Kingsley Excellence Award?  Market Recognition: Establish or reinforce your position in the market. Industry Validation: Gain recognition for providing outstanding customer service for residents/tenants. Marketing Opportunities: Utilize the award logo in marketing and promotional materials (website, social media, press releases, property displays). Competitive Advantage: Differentiate your property from the competition on a national level. What do winners receive? All winning clients receive an online media kit on February 9, 2026, to help promote their achievement. This kit includes: Designated award emblems and certificates. Premade social media images and press release templates. Employee signature banners. Do winners receive physical trophies? The top five winners in each Elite 5 category (both Multifamily and Commercial) will receive a physical trophy featuring the 2026 Elite 5 emblem. These are scheduled for delivery throughout February and March 2026. Showcase your properties and celebrate top performance with a Grace Hill Excellence Award! Download this brochure to learn more about the Grace Hill Excellence Awards program. View Brochure Are you ready to compete for the Grace Hill Excellence and Kingsley Excellence Awards? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs! Important notes: - Published on: 2022-03-31 15:09:40 - Category: Pages - [Grace Hill Excellence and Kingsley Excellence Awards](https://gracehill.com/excellence-awards/): Grace Hill Excellence & Kingsley Excellence Awards Recognizing the top performing properties and companies in real estate management. View 2026 Winners FAQs Showcase your properties and celebrate top performance with the industry's most prestigious awards! Each year, Grace Hill recognizes… ------------------------- # Kingsley Excellence Awards – Q4 25 CRE End of Year Push LP > Kingsley Excellence Awards Recognizing the top performing properties and companies in real estate management. View 2025 Winners Showcase your properties and celebrate top performance with a Kingsley Excellence Award! Each year, Grace Hill recognizes individual properties and companies with the… Full Content: Kingsley Excellence Awards Recognizing the top performing properties and companies in real estate management. View 2025 Winners Showcase your properties and celebrate top performance with a Kingsley Excellence Award! Each year, Grace Hill recognizes individual properties and companies with the highest overall satisfaction and provides the winners with everything they need to promote their achievement. You work hard to give your residents and tenants the best experience possible at your properties. Showcase your team and the quality you provide to current residents and tenants while highlighting why prospective renters would love your property! The Kingsley Excellence Awards provide the opportunity to share your achievements and gain industry-wide recognition for high performance. Commercial Real Estate Clients Each year, we recognize individual commercial real estate properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Properties with a perfect 5.0 overall tenant satisfaction score for two years in a row also qualify for the 100% Club. The Elite 5 further recognizes the top CRE organizations with the highest overall tenant satisfaction scores across their portfolio.  These special distinctions offer additional opportunities to showcase the property or portfolio's exceptional performance. Kingsley Excellence Awards FAQs What are the Kingsley Excellence Awards? These awards recognize multifamily and commercial properties that achieved outstanding performance in resident/tenant satisfaction based on survey data collected in the previous year. What are the different criteria and award categories for the Kingsley Excellence Awards? Commercial Kingsley Excellence Award: Recognizes commercial properties for overall satisfaction scores that exceed the Kingsley IndexTM. Properties must have a minimum of 30% response rate for office, medical office, and industrial properties and a 20% response rate for retail properties. 100% Club: Recognizes individual commercial properties with a perfect 5.0 overall tenant satisfaction score for two consecutive years. There is no minimum tenant survey requirement for this award. Elite 5: Recognizes the top five CRE organizations with the highest overall tenant satisfaction scores in each sector (Office, Retail, Medical Office, Industrial). A minimum of 10 properties must be surveyed in the prior calendar year. There is no minimum response rate for this award. What is the Kingsley Index™? The Kingsley Index is the most comprehensive performance benchmarking database specific to the real estate industry, comprising survey results from 7.3 million residents and 2.2 billion square feet of commercial space. What are the benefits of winning a Kingsley Excellence Award? Market Recognition: Establish or reinforce your position in local markets. Industry Validation: Gain recognition for providing outstanding customer service. Marketing Opportunities: Utilize the award logo in marketing and promotional materials (website, social media, press releases, property displays). Competitive Advantage: Differentiate your property from the competition. Congratulations 2025 Kingsley Excellence Awards Winners 100% Club Commercial Real Estate Properties See Winners → Are you ready to elevate tenant satisfaction and compete for the Kingsley Excellence Awards? Talk to one of our Grace Hill experts who can help customize a survey program that fits your needs! Important notes: - Published on: 2025-10-31 11:57:46 - Category: Pages - [Kingsley Excellence Awards – Q4 25 CRE End of Year Push LP](https://gracehill.com/commercial-kingsley-excellence-awards/): Kingsley Excellence Awards Recognizing the top performing properties and companies in real estate management. View 2025 Winners Showcase your properties and celebrate top performance with a Kingsley Excellence Award! Each year, Grace Hill recognizes individual properties and companies with the… ------------------------- # Solutions Suite/AdWords > The industry's most trusted policy, training, and assessment solutions.  Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating… Full Content: The industry's most trusted policy, training, and assessment solutions.  Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income (NOI). We are passionate about the industry and have the real-world experience to help you reach your property performance goals.  Empower Your Teams Best-in-class policy manuals and training that enhance skills and reduce risk. Assess Your Performance Surveys, mystery shopping, and online reputation management turn insights into action. Leverage Superior Content Industry-specific content that is proven to increase overall property performance. Create a Cycle of Improvement When you combine our best-in-class training and policy manuals with our survey, mystery shopping, and reputation management solutions, you can create a cycle of continual improvement within your organization. These powerful products work together to increase satisfaction, improve efficiency, and reduce risk. Talk to Our Industry Experts Our Suite of Industry-Specific Solutions Training The leading learning management system in multifamily. More About Training Operating Procedures Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Online Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Get a Personal Tour Operating Procedures Industry-specific policies that empower your team and reduce risk. Streamline policy administration with procedures tailored to your specific needs. We're policy experts! Access nearly 800 detailed policies across subject areas Mitigate risk by leveraging our ongoing legislation monitoring. Connect policies with training to boost awareness and understanding. More About Policies Training The leading learning management system in multifamily.  600+ short training courses designed specifically for this industry. Learning paths and topics ideal for new employees and ongoing development. Developed using learning science to increase comprehension and retention. Streamline processes and save time on administrative tasks with our intuitive interface. More About Training Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. Easily measure resident/tenant, employee, and client satisfaction. Understand stakeholder perceptions and prioritize property investments. Evaluate leasing, maintenance, and management service levels. Compare your portfolio performance against Kingsley Index™ industry benchmarks. More About Surveys Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. Highly trained mystery shoppers with nationwide coverage. Scientifically-proven sampling strategy provides unbiased evaluations. Audio and video recordings offer meaningful insights. Short training courses address identified skill gaps and drive performance. More About Mystery Shopping Online Reputation Management Enhance your online brand and drive prospects to your properties. Quickly respond to reviews through one convenient portal. Save valuable time monitoring comments, posts, or questions on social media. Ensure accurate listings across directories and improve search rankings. Measure community performance with our Local Brand Visibility (LBV) score. More About Online Reputation Credentials & CECs Attract top talent by investing in employee education and career development. Credentials for multifamily career paths in leasing, community management, and maintenance. Retain and attract talent by investing in their education and certifying their experience. Access more than 60+ continuing education courses and webinars. Personalized career center helps employees track achievements and easily access transcripts. More About CECs Request a Demo Important notes: - Published on: 2023-01-31 18:32:01 - Category: Pages - [Solutions Suite/AdWords](https://gracehill.com/solutions-suite/adwords/): The industry's most trusted policy, training, and assessment solutions.  Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating… ------------------------- # QR Code Solutions Suite > The industry's most trusted policy, training, and assessment solutions.  Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating… Full Content: The industry's most trusted policy, training, and assessment solutions.  Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income (NOI). We are passionate about the industry and have the real-world experience to help you reach your property performance goals.  Empower Your TeamsBest-in-class policy manuals and training that enhance skills and reduce risk. Assess Your PerformanceSurveys, mystery shopping, and online reputation management turn insights into action. Leverage Superior ContentIndustry-specific content that is proven to increase overall property performance. Create a Cycle of Improvement When you combine our best-in-class training and policy manuals with our survey, mystery shopping, and reputation management solutions, you can create a cycle of continual improvement within your organization. These powerful products work together to increase satisfaction, improve efficiency, and reduce risk. Talk to Our Industry Experts Our Suite of Industry-Specific Solutions Training The leading learning management system in multifamily. More About Training Operating Procedures Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Online Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Get a Personal Tour Operating Procedures Industry-specific policies that empower your team and reduce risk. Streamline policy administration with procedures tailored to your specific needs. We're policy experts! Access nearly 800 detailed policies across subject areas Mitigate risk by leveraging our ongoing legislation monitoring. Connect policies with training to boost awareness and understanding. More About Policies Training The leading learning management system in multifamily.  600+ short training courses designed specifically for this industry. Learning paths and topics ideal for new employees and ongoing development. Developed using learning science to increase comprehension and retention. Streamline processes and save time on administrative tasks with our intuitive interface. More About Training Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. Easily measure resident/tenant, employee, and client satisfaction. Understand stakeholder perceptions and prioritize property investments. Evaluate leasing, maintenance, and management service levels. Compare your portfolio performance against Kingsley Index™ industry benchmarks. More About Surveys Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. Highly trained mystery shoppers with nationwide coverage. Scientifically-proven sampling strategy provides unbiased evaluations. Audio and video recordings offer meaningful insights. Short training courses address identified skill gaps and drive performance. More About Mystery Shopping Online Reputation Management Enhance your online brand and drive prospects to your properties. Quickly respond to reviews through one convenient portal. Save valuable time monitoring comments, posts, or questions on social media. Ensure accurate listings across directories and improve search rankings. Measure community performance with our Local Brand Visibility (LBV) score. More About Online Reputation Credentials & CECs Attract top talent by investing in employee education and career development. Credentials for multifamily career paths in leasing, community management, and maintenance. Retain and attract talent by investing in their education and certifying their experience. Access more than 60+ continuing education courses and webinars. Personalized career center helps employees track achievements and easily access transcripts. More About CECs Request a Demo Important notes: - Published on: 2023-05-30 12:39:51 - Category: Pages - [QR Code Solutions Suite](https://gracehill.com/solutions-suite/qr-code/): The industry's most trusted policy, training, and assessment solutions.  Grace Hill has provided trusted real estate technology for nearly 25 years. Our policy, training, and assessment solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating… ------------------------- # Industry Leading Courses – Google Ads > Certified Property Management Training Access online courses designed to improve team performance, resident satisfaction, and occupancy rates. Request Demo Your Team Deserves Better Training Learning and development are critical to the success of all properties in the multifamily industry. Grace… Full Content: Certified Property Management Training Access online courses designed to improve team performance, resident satisfaction, and occupancy rates. Request Demo Your Team Deserves Better Training Learning and development are critical to the success of all properties in the multifamily industry. Grace Hill's online property management courses offer essential, up-to-date content in an intuitive system that's easy to use and manage. Say goodbye to outdated training-our team monitors industry and regulatory changes, so you stay current effortlessly! Watch this short video to see a training course preview. In learning and development, you strive to provide resources that help your team succeed while reducing risk in your organization. But multifamily regulations are complex and employee turnover makes compliance challenging. We're here to help. Gracehill provides a complete catalog of industry specific training that empowers your team to develop their skills and grow their career. Not all training is created equal. Effective training is about cramming facts into a course. It requires a deep understanding of learning science, the brain based research that unpacks how people best acquire and retain information. Whether your learners are new to property management or seasoned professionals, Grace Hill has the content you need to effectively support your team. Build a foundation. When you hire new employees, it's critical to immediately provide essential content, like fair housing, during the onboarding process. Access key courses to help your newbies navigate their first few days on the job and immediately apply new skills. Let's take a look. All staff members who come into contact with residents and prospective residents must be trained on fair housing laws. From the moment you first come into contact with a prospective resident, you are responsible for complying with Fair Housing law. Consistency is key when dealing with Fair Housing issues. Select each item for more information. Everyone likes to feel at home. Feeling at home means feeling like you belong. It means feeling relaxed, comfortable, and safe. Discrimination is when a person is treated unfairly or differently for a reason related to their membership in a certain protected class. To ensure full compliance, you must make or allow reasonable accommodations and modifications to meet the individual needs of people with disabilities in securing and using housing. You can't charge pet fees, pet deposits, or pet rent for assistance animals. Select each item for more information about assistance animals. Courses That Go Beyond Basic Compliance Our extensive library covers compliance, leadership, customer service, and more. All topics are covered to empower your team and elevate their performance. Plus, we leverage learning science to provide an effective and engaging learning experience. Fair Housing Train your team with the best Fair Housing training courses approved by the Texas Department of Housing and Community Affairs (TDHCA) and Virginia Department of Professional and Occupational Regulation (VA DPOR). Extend knowledge retention with short booster courses that fit even the busiest onsite schedules. Track compliance with a comprehensive admin suite of tools and robust reporting automation. Talent Development and Retention When top talent walks out the door, it's a direct hit to your company's bottom line. The cost of talent replacement and training is high, but when great people leave, your corporate culture also is in jeopardy. Invest in your people and their development to drive positive results in your business with impactful property management online courses. Request a Personalized Demo Risk Reduction and Compliance When it comes to compliance and risk reduction, there are three essential areas that a company must address in order to thrive - policies, training, and assessment. By focusing on these crucial elements, businesses can ensure elevated operational efficiency and enhance the performance of their employees. Achieve a safer and more compliant workplace environment with our certified courses on property management. More Expert Online Courses for Property Management Tax Credit Demystify complicated tax credit program rules to ensure your properties stay in compliance. Human Trafficking Learn about human trafficking in multifamily and our responsibility to report suspicious behaviors. DEI Create a culture where everyone's contributions are welcomed and valued.  Assistance Animals Empower your team to manage assistance animal situations and prevent costly mistakes. Sexual Harassment Go beyond compliance and set the standard for a workplace culture of respect and inclusion. Safety & Maintenance Help your service teams stay safe on the job with our property management-specific safety series. Cybersecurity Ensure your teams are an effective first line of defense to protect your company's data from cyber crimes. Mental Health Employee well-being is critical in retaining staff, improving overall morale, and workplace efficiency. Consistent Training. Confident Team. Hear from Ishea Shepherd, Assistant Vice President at AMC Delancey Group, explain how consistent training through Grace Hill has boosted her team's confidence. With reliable, standardized education, her associates are better equipped to manage their properties and ensure resident satisfaction. Invest in your team with courses designed to enhance performance, improve resident satisfaction, and drive occupancy rates. Let's chat about how Grace Hill's industry-leading training courses can get you there. Important notes: - Published on: 2023-12-08 17:39:44 - Category: Pages - [Industry Leading Courses – Google Ads](https://gracehill.com/property-management-online-courses/): Certified Property Management Training Access online courses designed to improve team performance, resident satisfaction, and occupancy rates. Request Demo Your Team Deserves Better Training Learning and development are critical to the success of all properties in the multifamily industry. Grace… ------------------------- # Industry Leading Courses and Content > Certified Property Management Training and Policy Content Access online courses and policy content designed to improve team performance, resident satisfaction, and occupancy rates. Request a Demo Your Team Deserves Better Training Learning and development are critical to the success of… Full Content: Certified Property Management Training and Policy Content Access online courses and policy content designed to improve team performance, resident satisfaction, and occupancy rates. Request a Demo Your Team Deserves Better Training Learning and development are critical to the success of all properties in the multifamily industry. Grace Hill's online property management courses offer essential, up-to-date content in an intuitive system that's easy to use and manage. Say goodbye to outdated training-our team monitors industry and regulatory changes, so you stay current effortlessly! Watch this short video to see a training course preview. In learning and development, you strive to provide resources that help your team succeed while reducing risk in your organization. But multifamily regulations are complex and employee turnover makes compliance challenging. We're here to help. Gracehill provides a complete catalog of industry specific training that empowers your team to develop their skills and grow their career. Not all training is created equal. Effective training is about cramming facts into a course. It requires a deep understanding of learning science, the brain based research that unpacks how people best acquire and retain information. Whether your learners are new to property management or seasoned professionals, Grace Hill has the content you need to effectively support your team. Build a foundation. When you hire new employees, it's critical to immediately provide essential content, like fair housing, during the onboarding process. Access key courses to help your newbies navigate their first few days on the job and immediately apply new skills. Let's take a look. All staff members who come into contact with residents and prospective residents must be trained on fair housing laws. From the moment you first come into contact with a prospective resident, you are responsible for complying with Fair Housing law. Consistency is key when dealing with Fair Housing issues. Select each item for more information. Everyone likes to feel at home. Feeling at home means feeling like you belong. It means feeling relaxed, comfortable, and safe. Discrimination is when a person is treated unfairly or differently for a reason related to their membership in a certain protected class. To ensure full compliance, you must make or allow reasonable accommodations and modifications to meet the individual needs of people with disabilities in securing and using housing. You can't charge pet fees, pet deposits, or pet rent for assistance animals. Select each item for more information about assistance animals. Courses That Go Beyond Basic Compliance Our extensive library covers compliance, leadership, customer service, and more. All topics are covered to empower your team and elevate their performance. Plus, we leverage learning science to provide an effective learning experience. Fair Housing Train your team with the best Fair Housing training courses approved by the Texas Department of Housing and Community Affairs (TDHCA) and Virginia Department of Professional and Occupational Regulation (VA DPOR). Extend knowledge retention with short booster courses that fit even the busiest onsite schedules. Track compliance with a comprehensive admin suite of tools and robust reporting automation. Talent Development and Retention When top talent walks out the door, it's a direct hit to your company's bottom line. The cost of talent replacement and training is high, but when great people leave, your corporate culture also is in jeopardy. Invest in your people and their development to drive positive results in your business with impactful property management online courses. Risk Reduction and Compliance When it comes to compliance and risk reduction, there are three essential areas that a company must address in order to thrive - policies, training, and assessment. By focusing on these crucial elements, businesses can ensure elevated operational efficiency and enhance the performance of their employees. Achieve a safer and more compliant workplace environment with our certified courses on property management. More Expert Online Courses for Property Management Tax Credit Demystify complicated tax credit program rules to ensure your properties stay in compliance. Learn More Human Trafficking Learn about human trafficking in multifamily and our responsibility to report suspicious behaviors. Learn More DEI Create a culture where everyone's contributions are welcomed and valued.  Learn More Assistance Animals Empower your team to manage assistance animal situations and prevent costly mistakes. Learn More Sexual Harassment Go beyond compliance and set the standard for a workplace culture of respect and inclusion. Learn More Safety & Maintenance Help your service teams stay safe on the job with our property management-specific safety series. Learn More Cybersecurity Ensure your teams are an effective first line of defense to protect your company's data from cyber crimes. Learn More Mental Health Employee well-being is critical in retaining staff, improving overall morale, and workplace efficiency. Learn More Consistent Training. Confident Team. Hear from Ishea Shepherd, Assistant Vice President at AMC Delancey Group, explain how consistent training through Grace Hill has boosted her team's confidence. With reliable, standardized education, her associates are better equipped to manage their properties and ensure resident satisfaction. Request a Demo Your Team Deserves Better Training Learning and development are critical to the success of all properties in the multifamily industry. Grace Hill's online property management courses offer essential, up-to-date content in an intuitive system that's easy to use and manage. Say goodbye to outdated training-our team monitors industry and regulatory changes, so you stay current effortlessly! Standardize Your Operating Procedures and Mitigate Risk. Improve your property performance and maintain regulatory compliance by ensuring everyone has access to company policies at any time and on any device. With 18 manuals and 800+ industry-specific policies, our customizable solution has you covered! Invest in your team with courses and policy content designed to enhance performance, improved resident satisfaction, and drive occupancy rates. Let's chat about how we can help get you there. More Industry Tools and Insights [dynamic_resources_rows topic="career-development-training"] Important notes: - Published on: 2023-08-02 16:16:08 - Category: Pages - [Industry Leading Courses and Content](https://gracehill.com/property-management-online-courses-and-policy-content/): Certified Property Management Training and Policy Content Access online courses and policy content designed to improve team performance, resident satisfaction, and occupancy rates. Request a Demo Your Team Deserves Better Training Learning and development are critical to the success of… ------------------------- # Solutions Revyse > Technology That Powers Up Your Performance We offer industry-specific solutions to ensure compliance, boost satisfaction, retain talent, and increase occupancy. Request a Demo Over 2,000 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and… Full Content: Technology That Powers Up Your Performance We offer industry-specific solutions to ensure compliance, boost satisfaction, retain talent, and increase occupancy. Request a Demo Over 2,000 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and virtual leasing and video tools. Why? The answer is simple. Our technology and our team! Our solutions are designed specifically for multifamily and commercial property management companies. We are passionate about this industry and we have real-world experience that makes an impact for businesses like yours. Empower Your Teams Best-in-class policy manuals and training that enhance skills and reduce risk. Assess Your Performance Surveys, mystery shopping, and online reputation management turn insights into action. Leverage Superior Content Industry-specific content that is proven to increase overall property performance. Create a Cycle of Improvement When you combine our best-in-class training and policy manuals with our survey, mystery shopping, and reputation management solutions, you can create a cycle of continual improvement within your organization. These powerful products work together to increase satisfaction, improve efficiency, and reduce risk. Request a Demo Policy, Training, and Assessment Solutions That Drive Performance Training Policies Mystery Shopping Surveys Reputation Management Realync Virtual Leasing Credentials & CECs Training [fl_builder_insert_layout id="17809" type="fl-builder-template"] Policies [fl_builder_insert_layout id="17778" type="fl-builder-template"] Mystery Shopping [fl_builder_insert_layout id="17828" type="fl-builder-template"] Surveys [fl_builder_insert_layout id="35959" type="fl-builder-template"] Reputation Management [fl_builder_insert_layout id="17834" type="fl-builder-template"] Realync Virtual Leasing [fl_builder_insert_layout id="39975" type="fl-builder-template"] Credentials & CECs [fl_builder_insert_layout id="17838" type="fl-builder-template"] Request a Demo Important notes: - Published on: 2023-09-12 11:48:16 - Category: Pages - [Solutions Revyse](https://gracehill.com/solutions/revyse/): Technology That Powers Up Your Performance We offer industry-specific solutions to ensure compliance, boost satisfaction, retain talent, and increase occupancy. Request a Demo Over 2,000 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and… ------------------------- # Solutions – Adwords New > Grace Hill has provided trusted real estate technology for nearly 25 years. Our solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income (NOI). We are passionate about the industry and have the real-world experience… Full Content: Grace Hill has provided trusted real estate technology for nearly 25 years. Our solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income (NOI). We are passionate about the industry and have the real-world experience to help you reach your property performance goals.  Learn How to Create a Cycle of Improvement Now Empower Your Teams Best-in-class policy manuals and training that enhance skills and reduce risk. Assess Your Performance Surveys, mystery shopping, and online reputation management turn insights into action. Leverage Superior Content Industry-specific content that is proven to increase overall property performance. Our Suite of Industry-Specific Solutions Policies Industry-specific policies that empower your team and reduce risk. Streamline policy administration with procedures tailored to your specific needs. We're policy experts! Access nearly 800 detailed policies across subject areas Mitigate risk by leveraging our ongoing legislation monitoring. Connect policies with training to boost awareness and understanding. Schedule a Demo Now Training Complete multifamily training content developed by industry experts.  600+ short training courses designed specifically for this industry. Learning paths and topics ideal for new employees and ongoing development. Developed using learning science to increase comprehension and retention. Streamline processes and save time on administrative tasks with our intuitive interface. Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks designed for multifamily and commercial real estate companies. Easily measure resident/tenant, employee, and client satisfaction. Understand stakeholder perceptions and prioritize property investments. Evaluate leasing, maintenance, and management service levels. Compare your portfolio performance against Kingsley Index™ industry benchmarks. Improve Property Performance Now Mystery Shopping Get unbiased evaluations with programs that fit your needs. Highly trained mystery shoppers with nationwide coverage. Scientifically-proven sampling strategy provides unbiased evaluations. Audio and video recordings offer meaningful insights. Short training courses address identified skill gaps and drive performance. Request a Demo Now To Learn About Grace Hill Solutions Important notes: - Published on: 2023-12-04 18:50:50 - Category: Pages - [Solutions – Adwords New](https://gracehill.com/solutions/adwords/new/): Grace Hill has provided trusted real estate technology for nearly 25 years. Our solutions help increase resident and tenant renewals, reduce operating risk, and improve net operating income (NOI). We are passionate about the industry and have the real-world experience… ------------------------- # Q1 26 PerformanceHQ LinkedIn Ads > Manage training, surveys, policies, reputation, and insights in one centralized performance platform. Connected Data, One Platform Operators battle rising expectations, tighter margins, and pressure to optimize property performance. Grace Hill's award-winning PerformanceHQ platform brings your training, policies, surveys, reputation management,… Full Content: Manage training, surveys, policies, reputation, and insights in one centralized performance platform. Connected Data, One Platform Operators battle rising expectations, tighter margins, and pressure to optimize property performance. Grace Hill's award-winning PerformanceHQ platform brings your training, policies, surveys, reputation management, and mystery shopping together in one seamless experience - giving you the clarity and confidence to make smarter decisions, faster. With centralized analytics, personalized dashboards, and integrated AI tools, PerformanceHQ transforms disconnected data into actionable insights that drive real results. It's everything you need to elevate performance and boost NOI - all in one place. Intelligence+ Training Policies Surveys Reputation Management Mystery Shopping Intelligence+ [fl_builder_insert_layout id="47079" type="fl-builder-template"] Training [fl_builder_insert_layout id="47074" type="fl-builder-template"] Policies [fl_builder_insert_layout id="47077" type="fl-builder-template"] Surveys [fl_builder_insert_layout id="47075" type="fl-builder-template"] Reputation Management [fl_builder_insert_layout id="47076" type="fl-builder-template"] Mystery Shopping [fl_builder_insert_layout id="47078" type="fl-builder-template"] See PerformanceHQ in Action! Request a Personalized Demo Real Feedback from Real Clients "For anyone considering upgrading to PerformanceHQ - don't hesitate, don't overthink it. Get on the demo and see what it can do for your business." Jessica Dodge Director of Employee Development at Harbor Group "We aimed for a seamless transition into PerformanceHQ. And from the start, our Grace Hill Client Success Manager was an outstanding resource, providing invaluable guidance to align with our objectives, address our concerns, and assist us in navigating unique scenarios." Anneli Joplin Director of Learning Innovation at Camden Living "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "PerformanceHQ gives our teams full-scale visibility into performance - all in one place." Mary Sheets Vice President of Talent & People at Dayrise Residential "Grace Hill's PerformanceHQ is an amazing platform. It takes our teams on a journey that is tailored to their specific needs and wants with a built-in tour guide that's pushing them to succeed at every turn. We love it." Michael Johnson Director of Training at AOG Living "Grace Hill's products are intentional, helpful, and designed to make our teams better." Welton McCrary Director of Property Management at Perennial Properties PerformanceHQ's Strategic Advantage Unified Platform Consolidates Grace Hill's best-in-class solutions into one seamless experience. Connected Data Delivers enhanced analytics and reporting to improve property and portfolio results. Personalized Experience Enhances employee engagement and improves performance. Streamlined Administration Saves time, reduces risk, and scales as your portfolio grows. Integrated AI Tools Transform data into action and give your team a competitive edge. From Data to Direction See how PerformanceHQ can uncover the insights you've been missing. Talk to a Grace Hill expert today! Request a Demo Important notes: - Published on: 2025-09-23 16:58:42 - Category: Pages - [Q1 26 PerformanceHQ LinkedIn Ads](https://gracehill.com/performancehq-centralized-platform/): Manage training, surveys, policies, reputation, and insights in one centralized performance platform. Connected Data, One Platform Operators battle rising expectations, tighter margins, and pressure to optimize property performance. Grace Hill's award-winning PerformanceHQ platform brings your training, policies, surveys, reputation management,… ------------------------- # PerformanceHQ InApp Cross-Sell LP – All Solutions > Manage training, surveys, policies, reputation, and insights in one centralized performance platform. Request a Demo Where Performance, People, and Property Insights Align Grace Hill's powerful solutions work together in PerformanceHQ to give you a single source of truth, helping you… Full Content: Manage training, surveys, policies, reputation, and insights in one centralized performance platform. Request a Demo Where Performance, People, and Property Insights Align Grace Hill's powerful solutions work together in PerformanceHQ to give you a single source of truth, helping you lead with clarity and act with confidence. For real estate leaders, that means no more flying blind, juggling logins, or managing performance in the dark. Now, you can ensure compliance, boost satisfaction, retain talent, and increase occupancy - all in one centralized platform. Intelligence+ Surveys Reputation Management Policies Mystery Shopping Training Intelligence+ [fl_builder_insert_layout id="46091" type="fl-builder-template"] Surveys [fl_builder_insert_layout id="46090" type="fl-builder-template"] Reputation Management [fl_builder_insert_layout id="46092" type="fl-builder-template"] Policies [fl_builder_insert_layout id="46089" type="fl-builder-template"] Mystery Shopping [fl_builder_insert_layout id="46094" type="fl-builder-template"] Training [fl_builder_insert_layout id="46088" type="fl-builder-template"] Real Feedback from Real Clients "Grace Hill's PerformanceHQ is an amazing platform. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!" Michael Johnson Director of Training at AOG Living "PerformanceHQ has been a seamless transition for our teams with a more user-friendly interface that has been able to enhance our team's efficiency and engagement. The addition of Gracie has also been a game changer in allowing our teams to provide self-help by quickly finding policies and procedures!" Bryan Kulbacki CAM, CAPS Training Director at Berger Communities "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management at Gumenick Properties "I chose Grace Hill not only because of their industry specific platform - they have an amazing support department dedicated to assisting in answering questions quickly. It has been exciting to have a partner who understands our business and employs people who have been in property management positions." Christie Upp Director of Training at Apartment Management Professionals Soon, all Grace Hill solutions will be integrated into PerformanceHQ, so you can manage everything in one platform. That means fewer logins, less friction, and a streamlined way to boost team and property performance. Get a Demo PerformanceHQ Includes Integrations That Enhance Efficiency See how these additional solutions help your teams boost leasing, maintenance, and operations performance! Virtual leasing and video tools that help leasing teams close leases faster, engage residents, and boost marketing efficiency. Offer personalized live, self-guided, or pre-recorded video tours. Capture, connect, and convert leads virtually with high-quality video content that drives traffic. Simplify move-ins with informative video tutorials that help set residents up for success. Analyze comps, optimize rents, and underwrite deals in seconds. HelloData automates multifamily market analyses to provide leading insights into rents, concessions, and amenities, drawing on publicly sourced data from over 35 million units across 5 million properties nationwide. Increase your team's skills with convenient mobile maintenance training and certifications. Mobile maintenance training, available on any device. Access HVAC, Electrical, Plumbing, Appliance Repair & Maintenance courses created by trade professionals. Training available in Spanish for an inclusive development program. Help techs achieve and maintain the required EPA training and certifications. From Data to Direction See how PerformanceHQ can uncover the insights you've been missing. Talk to a Grace Hill expert today! Important notes: - Published on: 2025-08-07 16:24:42 - Category: Pages - [PerformanceHQ InApp Cross-Sell LP – All Solutions](https://gracehill.com/solutions/performancehq/): Manage training, surveys, policies, reputation, and insights in one centralized performance platform. Request a Demo Where Performance, People, and Property Insights Align Grace Hill's powerful solutions work together in PerformanceHQ to give you a single source of truth, helping you… ------------------------- # Solutions Suite Demo Request > Connected Data. One Platform. Unify your solutions with clear dashboards and AI-driven insights you can act on. PerformanceHQ centralizes insights to boost satisfaction, retain talent, and increase occupancy. Learn More Ready to get your team on the path to excellence?… Full Content: Connected Data. One Platform. Unify your solutions with clear dashboards and AI-driven insights you can act on. PerformanceHQ centralizes insights to boost satisfaction, retain talent, and increase occupancy. Learn More Ready to get your team on the path to excellence? Request a demo to learn how Grace Hill's  Solutions can help get you there. Introducing Intelligence+ in PerformanceHQ Insights, recommendations, and action plans that drive real results. Turn your resident survey data into AI-powered insights and guided next steps. Intelligence+ not only shows you where to focus - it helps your team follow through with built-in action planning, so you can assign tasks and track progress all in one place. "Intelligence+ saves me 40 hours per month in survey analysis. Now we can execute a plan quicker, allowing us to really have a better effect on resident satisfaction and retention." Welton McCrary Director of Property Management Perennial Properties Analytics Dashboard in PerformanceHQ Spend less time crunching numbers and more time crushing your goals! PerformanceHQ unifies performance data across Grace Hill solutions with built-in reporting and easy-to-understand dashboards. "For anyone considering upgrading to PerformanceHQ - don't hesitate, don't overthink it. Get on the demo and see what it can do for your business." Jessica Dodge Director of Employee Development at Harbor Group "Grace Hill's products are intentional, helpful, and designed to make our teams better." Welton McCrary Director of Property Management at Perennial Properties Stack Grace Hill solutions to boost resident renewals and return on investment. Calculate Your Savings Now Important notes: - Published on: 2026-01-14 21:41:16 - Category: Pages - [Solutions Suite Demo Request](https://gracehill.com/adminhq/solutions-suite/demo-request/): Connected Data. One Platform. Unify your solutions with clear dashboards and AI-driven insights you can act on. PerformanceHQ centralizes insights to boost satisfaction, retain talent, and increase occupancy. Learn More Ready to get your team on the path to excellence?… ------------------------- # Solutions Suite > Connected Data. One Platform. Unify your solutions with clear dashboards and AI-driven insights you can act on. PerformanceHQ centralizes insights to boost satisfaction, retain talent, and increase occupancy. Request a Demo Develop People. Optimize Performance. Promote Properties. The real estate… Full Content: Connected Data. One Platform. Unify your solutions with clear dashboards and AI-driven insights you can act on. PerformanceHQ centralizes insights to boost satisfaction, retain talent, and increase occupancy. Request a Demo Develop People. Optimize Performance. Promote Properties. The real estate market changes quickly, so you need a trusted industry partner to help you adapt and reach your goals. Grace Hill's new PerformanceHQ platform centralizes insights across solutions, helping multifamily and commercial real estate organizations protect their properties and strengthen performance. PerformanceHQ Offers a Strategic Advantage Operators battle rising expectations, tighter margins, and pressure to optimize property performance. PerformanceHQ's award-winning technology offers detailed analytics, best-in-class content, and role-based experiences that simplify administration and reduce risk. Integrated AI tools translate disconnected data into actionable insights that help leaders improve overall satisfaction, operational efficiency, and NOI. Award-Winning Technology. Trusted by Multifamily Teams. 2026 Stevie Award Winner Achievement in Product Innovation - PerformanceHQ by Grace Hill Introducing Intelligence+ in PerformanceHQ Turn performance data into prioritized action. Intelligence+ uses AI to surface priorities, answer questions, recommend training, and bring market context into the same conversation. NEW IN INTELLIGENCE+: Ask Gracie for Intelligence+ - ask performance questions in plain language and get direct answers in seconds. Available now. "Intelligence+ saves me 40 hours per month in survey analysis. Now we can execute a plan quicker, allowing us to really have a better effect on resident satisfaction and retention." Welton McCrary Director of Property Management Perennial Properties Surveys Gain actionable insights with comprehensive survey tools and trusted industry benchmarks. Gain an unbiased assessment of resident, tenant, and employee satisfaction. Evaluate leasing, maintenance, and management service levels with ongoing and annual surveys. Translate survey results into action plans that improve performance. Compare performance against Kingsley Index™ industry benchmarks and compete for prestigious awards and recognition. "We are rather obsessed with Grace Hill Surveys and use it to drive focus and change in almost everything we do. If it's not measured with surveys, it must not be that important." Brian Ericson Vice President of Marketing Sparrow Partners Training Complete multifamily training content that enables and empowers. Engage employees with 600+ industry-specific training courses in a variety of formats. Boost retention and quickly onboard new employees with short courses that fit into busy workdays. Support a diverse team with Spanish courses and translation tools. Save valuable admin time with automated assignments based on position, location, or custom groups. "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training Horizon Realty Advisors Mystery Shopping Get unbiased performance assessments that drive results. See your property and team through the eyes of your prospects and residents. Gain access to a network of nationwide shoppers that simulate real-life scenarios.  Review comprehensive reports and recordings that pinpoint strengths and opportunities. Access short training courses designed to address specific skill gaps identified during the shop. "Integrating Mystery Shopping into the platform means we can not only see how our teams are performing, but also get training recommendations to close skill gaps." Mary Sheets Vice President of Talent & People Dayrise Residential Analytics Dashboard in PerformanceHQ Spend less time crunching numbers and more time crushing your goals! PerformanceHQ unifies performance data across Grace Hill solutions with built-in reporting and easy-to-understand dashboards. Policies Comprehensive policies and procedures that reduce risk. 1000+ pre-built, customizable policies designed to jump-start compliance. Rest assured, policies comply with changing laws and regulations. Show proof of policy receipt with secure electronic signatures. See policy compliance in real-time with our graphical compliance dashboard. "Just having one place where users can see and acknowledge policies has been a huge win for us." Lindsey Palmer Vice President of Training Horizon Realty Advisors Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. Streamline publishing and review management across platforms to boost efficiency. Ensure accurate listings across directories to improve search rankings and drive traffic. Leverage AI to monitor sentiment, flag risky feedback, and respond quickly. Benchmark comparative insights with our Local Brand Visibility (LBV) score. "We chose Grace Hill's Reputation Management solution because it provided a comprehensive and actionable approach to resident feedback that aligned with our customer experience strategy. We needed a platform that could centralize data, provide deeper insights, and drive real improvements at our communities rather than just aggregating reviews." Sara Perry Director of Brand, Marketing & Customer Experience HILLS Properties Virtual leasing and video tools that help leasing teams close leases faster, engage residents, and boost marketing efficiency. Offer personalized live, self-guided, or pre-recorded video tours. Capture, connect, and convert leads virtually with high-quality video content that drives traffic. Simplify move-ins with informative video tutorials that help set residents up for success. "Using Realync virtual tours in our paid ads strategy has helped increase conversions by 145%!" Angie Lombardi Vice President of Marketing Franklin Group Credentials & CECs Attract top talent by investing in employee education and career development. Credentials for multifamily career paths in leasing, community management, and maintenance. Retain and attract talent by investing in their education and certifying their experience. Access more than 60+ continuing education courses and webinars. Personalized career center helps employees track achievements and easily access transcripts. Stack Grace Hill solutions to boost resident renewals and return on investment. Calculate Your Savings Now "For anyone considering upgrading to PerformanceHQ - don't hesitate, don't overthink it. Get on the demo and see what it can do for your business." Jessica Dodge Director of Employee Development at Harbor Group "Grace Hill's products are intentional, helpful, and designed to make our teams better." Welton McCrary Director of Property Management at Perennial Properties Ready to get your team on the path to excellence? Request a demo to learn how Grace Hill's  Solutions can help get you there. Important notes: - Published on: 2022-10-17 16:24:52 - Category: Pages - [Solutions Suite](https://gracehill.com/solutions-suite/): Connected Data. One Platform. Unify your solutions with clear dashboards and AI-driven insights you can act on. PerformanceHQ centralizes insights to boost satisfaction, retain talent, and increase occupancy. Request a Demo Develop People. Optimize Performance. Promote Properties. The real estate… ------------------------- # Request a Demo – Multifamily Portal > Full Content: Important notes: - Published on: 2023-06-01 16:28:34 - Category: Pages - [Request a Demo – Multifamily Portal](https://gracehill.com/request-a-demo-portal-multifamily/): ------------------------- # Request a Demo – Commercial Portal > Full Content: Important notes: - Published on: 2023-06-09 14:21:20 - Category: Pages - [Request a Demo – Commercial Portal](https://gracehill.com/request-a-demo-commercial-portal/): ------------------------- # Request a Demo – E2L Course Catalog > Full Content: Important notes: - Published on: 2023-09-22 14:26:29 - Category: Pages - [Request a Demo – E2L Course Catalog](https://gracehill.com/e2l-course-catalog-request-a-demo/): ------------------------- # Request a Demo/Contact Us – Course Catalog > Full Content: Important notes: - Published on: 2022-12-21 18:29:37 - Category: Pages - [Request a Demo/Contact Us – Course Catalog](https://gracehill.com/course-catalog-request-a-demo/): ------------------------- # E2L Referral Request a Demo > Are you a current client needing support help? Find answers to common customer-related questions by visiting the support page now.  If you prefer, contact Customer Support by dialing toll-free  866-472-2344. Full Content: Are you a current client needing support help? Find answers to common customer-related questions by visiting the support page now.  If you prefer, contact Customer Support by dialing toll-free  866-472-2344. Important notes: - Published on: 2023-05-24 15:38:13 - Category: Pages - [E2L Referral Request a Demo](https://gracehill.com/request-a-demo/e2l/): Are you a current client needing support help? Find answers to common customer-related questions by visiting the support page now.  If you prefer, contact Customer Support by dialing toll-free  866-472-2344. ------------------------- # Request a Demo Meeting Confirmation Small Business > Fill out the form below to confirm a day and time to meet for a demo now. Are you a current client needing support help? Find answers to common customer-related questions by visiting the support page now.  If you prefer,… Full Content: Fill out the form below to confirm a day and time to meet for a demo now. Are you a current client needing support help? Find answers to common customer-related questions by visiting the support page now.  If you prefer, contact Customer Support by dialing toll-free  866-472-2344. Important notes: - Published on: 2024-02-13 15:33:32 - Category: Pages - [Request a Demo Meeting Confirmation Small Business](https://gracehill.com/request-a-demo-meeting-time-confirmation/): Fill out the form below to confirm a day and time to meet for a demo now. Are you a current client needing support help? Find answers to common customer-related questions by visiting the support page now.  If you prefer,… ------------------------- # Request a Demo Test > Fill out the form to request a demo now. Are you a current client needing support help? Find answers to common customer-related questions such product login help by visiting the support page now. If you prefer, contact Customer Support by dialing… Full Content: Fill out the form to request a demo now. Are you a current client needing support help? Find answers to common customer-related questions such product login help by visiting the support page now. If you prefer, contact Customer Support by dialing toll-free 866-472-2344. Important notes: - Published on: 2024-09-10 15:09:34 - Category: Pages - [Request a Demo Test](https://gracehill.com/request-a-demo-test/): Fill out the form to request a demo now. Are you a current client needing support help? Find answers to common customer-related questions such product login help by visiting the support page now. If you prefer, contact Customer Support by dialing… ------------------------- # Request a Demo > Need customer support help? Click Here for Customer Support Become A Mystery Shopper Apply to Become A Mystery Shopper Fill out the form below to request a sales demo. Are you a current client needing support help? Find answers to… Full Content: Need customer support help? Click Here for Customer Support Become A Mystery Shopper Apply to Become A Mystery Shopper Fill out the form below to request a sales demo. Are you a current client needing support help? Find answers to common customer-related questions such product login help by visiting the support page now. If you prefer, contact Customer Support by dialing toll-free 866-472-2344. Important notes: - Published on: 2021-08-30 09:33:06 - Category: Pages - [Request a Demo](https://gracehill.com/request-a-demo/): Need customer support help? Click Here for Customer Support Become A Mystery Shopper Apply to Become A Mystery Shopper Fill out the form below to request a sales demo. Are you a current client needing support help? Find answers to… ------------------------- # Review Page > Full Content: Important notes: - Published on: 2021-12-01 14:41:04 - Category: Pages - [Review Page](https://gracehill.com/review-page/): ------------------------- # NCP Conference Speakers > NCP Conference   Jenny DeSilva DeSilva Housing Group Ms. DeSilva has over 22 years of experience in affordable housing and is a recognized industry compliance expert with extensive consulting and training knowledge in HUD's Multifamily Housing programs. Ms. DeSilva began… Full Content: NCP Conference   Jenny DeSilva DeSilva Housing Group Ms. DeSilva has over 22 years of experience in affordable housing and is a recognized industry compliance expert with extensive consulting and training knowledge in HUD's Multifamily Housing programs. Ms. DeSilva began her career in the affordable housing industry as a Director for Southwest Housing Compliance Corporation, HUD's Project-Based Section 8 Contract Administrator for Texas and Arkansas.  Over the course of 14 years, she held 2 directorships overseeing staff that processed monthly HAP Requests totaling over $400 million in yearly subsidies for multifamily owners as well as staff the that conducted 900+ Management and Occupancy Reviews at HUD communities. After 14 years of Contract Administration, Ms. DeSilva utilized that experience and perspective to develop her new role in the industry as an approachable consultant and passionate trainer for housing professionals.  Ms. DeSilva moved to New York and served as the Director of Training for PMCS, Inc, a Syracuse-based training and consulting agency.  Two years later, she returned to her home state of Texas to serve as the Director of Blueprint Housing Solutions, a consulting and training subsidiary of the Housing Authority of the City of Austin.   When not training, Ms. DeSilva provides quality assurance and technical expertise to vendors offering TRACS compliance software and is an active member of multiple HUD Working Groups charged with developing new TRACS industry specifications and shaping MOR audit procedures that foster consistency amongst various oversight agencies.   She currently serves as a HUD technical assistance subcontractor, providing nationwide TRACS and Secure Systems technical assistance to owners completing Rental Assistance Demonstration (RAD) PBRA conversions as well to participating state level grantees and owners of HUD's PRA 811 Program. Ms. DeSilva is a Certified Occupancy Specialist, Tax Credit Specialist and Certified Housing Manager. Gina Metzger Fairfield Residential Gina leads a team of compliance professionals in ensuring affordable housing requirements are met at the local, state, and federal levels for all properties governed by Regulatory Agreements.  Gina also works in tandem with property management, asset management, portfolio management, acquisitions, development, and sales on implementing, reviewing, and maintaining affordable housing compliance requirements.  Prior to joining Fairfield in 2002, Gina held both on-site and regional positions with privately held property management companies as well as a REIT.  Gina received a Bachelor of Science degree in Industrial-Organizational Psychology from Minnesota State University, Mankato.  Gina holds numerous industry certifications including Housing Credit Certified Professional (HCCP), Specialist in Housing Credit Management (SHCM), and Certified Professional of Occupancy (CPO). Mark Shelburne Novogradac & Co Mark Shelburne is a housing policy consultant with Novogradac. His work includes consulting with state agencies, local governments, equity providers, lenders, attorneys and developers on topics including allocation, compliance, HOME, revitalization, supportive housing and tax-exempt bonds. Shelburne previously served as Counsel and Policy Coordinator at the North Carolina Housing Finance Agency and Director of the Office of Housing Finance and Development at the Georgia Department of Community Affairs. In his career he has revised and/or implemented 38 qualified allocation plans in 16 states, testified before Congress, administered resources to create more than 30,000 affordable apartments, and led work resulting in four national awards. Terry Kitay Baker, Donelson, Bearman, Caldwell & Berkowitz, PC Terry's clients include many of the leading residential housing providers and public housing authorities in the country. She provides representation for consultation, conciliation, administrative matters and state and federal court litigation and appeals. Her practice places particular emphasis on advice regarding disability and accessibility issues, including compliance with the Fair Housing Act and building code requirements for accessibility in the design and construction of new multifamily housing. Terry is a California Certified Accessibility Specialist (CASp) and an Accessibility Inspector/Plans Examiner certified by the International Code Council. She was formerly a trial attorney for the U.S. Department of Housing and Urban Development (HUD). Terry's enforcement background with HUD, combined with extensive experience in the defense representation of housing professionals since leaving HUD, have given her a unique ability to assist clients who face civil rights issues or wish to avoid them in the future. Terry is a frequent source and contributor on fair housing, accessibility, and related topics to such national publications as Units and Fair Housing Coach. She routinely serves as a subject matter expert on fair housing and accessibility for the National Apartment Association and has also testified before the U.S. House of Representatives on these issues. Rob Oley Royal American Management Mr. Oley is the senior vice president responsible for compliance, reporting, and affordable training requirements for all properties in the RAM portfolio. He ensures all compliance requirements are met at the local, state, and federal levels for HUD, RD, and Housing Credit communities, as well as communities with layered funding. With over 28 years of experience in the multifamily industry, Mr. Oley brings a wealth of expertise. He has held numerous executive positions including Vice President of Property Operations at Guardian Real Estate Services and President of Crest Compliance for nearly five years. Mr. Oley holds numerous industry certifications including Housing Credit Certified Professional (HCCP), Specialist in Housing Credit Management (SHCM®), Certified Occupancy Specialist (CSO-PH®) and Certified Specialist of Inspection - Uniform Physical Condition Standards (CSI-UPCS). Samantha Sowards  Nan McKay Samantha Sowards has been a full-time trainer and consultant at NMA since 2008 and currently serves as the Manager of Curriculum Development and a Senior Trainer at NMA. She works with hundreds of PHAs, management companies, state agencies, owner/agents, and investors each year in the areas of program operations, policy development, training, file reviews/approvals, and compliance. Mrs. Sowards specializes in regulations and operations for a wide array of low-income housing programs, including the HCV, public housing, project-based voucher (PBV), HOME, and low-income housing tax credit (LIHTC) programs as well as the Rental Assistance Demonstration (RAD) program and other public housing repositioning programs. Samantha frequently trains housing professionals, including state allocating agency staff, at National Council of State Housing Agency (NCSHA) events. She is also a designated proctor for the HCCP exam. Sheryl Putnam Nan McKay Sheryl Putnam serves as the Senior Director of Professional Services at NMA. She has over three decades of experience in low-income housing. Before joining NMA in 2011, she managed, directed, and coordinated local and state-wide housing programs at a state housing finance agency, including the Section 8 PBRA, LIHTC, HOME, public housing, and the Housing Choice Voucher (HCV) programs. In addition to serving on NMA's management team and directing all of NMA's training activities, she specializes in regulations and training for the LIHTC and HOME programs. Sheryl frequently trains housing professionals, including state allocating agency staff, at National Council of State Housing Agency (NCSHA) events. She reviews hundreds of files each year and provides technical assistance to low-income housing providers all over the county. Sheryl is also a designated proctor for the HCCP exam. Shannon Nardinelli California Tax Credit Allocation Committee Shannon has been with the Tax Credit Allocation Committee for over 16 years and has in that time been a Field Analyst, Compliance Manager, and is one of two Senior Compliance Managers in charge of the TCAC Compliance team. She is committed to the mission of providing affordable housing to the people of California, and to providing updated information and training on the various regulation, policy, and procedural changes of the LIHTC Program. She is currently oversees a staff of five Compliance Managers and 28 field analysts. Shannon oversees training, regulation analysis, rent and income limits, maintaining the CTCAC Online Compliance Manual, planning and implementation of the CTCAC Compliance Workshops, and Ownership Transfers/Transfer Events. Additionally, throughout the year, Shannon is often a panelist and speaker at several industry conferences - continuing the mission to provide State Agency training to the users of the LIHTC program. Register Now Important notes: - Published on: 2022-03-04 18:11:50 - Category: Pages - [NCP Conference Speakers](https://gracehill.com/ncp-conference/speakers/): NCP Conference   Jenny DeSilva DeSilva Housing Group Ms. DeSilva has over 22 years of experience in affordable housing and is a recognized industry compliance expert with extensive consulting and training knowledge in HUD's Multifamily Housing programs. Ms. DeSilva began… ------------------------- # Hotel Information > Performance Summit People • Property • Potential Performance Summit HeadquartersThe Westin Denver Downtown1672 Lawrence StreetDenver, Colorado 80202 Rooms With a View With spectacular vistas of the majestic Rocky Mountains around every corner, the upscale Westin Denver Downtown sets the stage… Full Content: Performance Summit People • Property • Potential Performance Summit HeadquartersThe Westin Denver Downtown1672 Lawrence StreetDenver, Colorado 80202 Rooms With a View With spectacular vistas of the majestic Rocky Mountains around every corner, the upscale Westin Denver Downtown sets the stage for two-and-a-half days of peak performance motivation.   Experience the Grace Hill Performance Summit-and Denver-in grand style. The Westin's prime location in the city center just steps away from Coors Field, Empower Field at Mile High, the 16th Street Mall, Union Station, local restaurants, breweries, and much more. Book Your Room Book Your Room Important notes: - Published on: 2021-07-07 19:47:16 - Category: Pages - [Hotel Information](https://gracehill.com/performance-summit/hotel-information/): Performance Summit People • Property • Potential Performance Summit HeadquartersThe Westin Denver Downtown1672 Lawrence StreetDenver, Colorado 80202 Rooms With a View With spectacular vistas of the majestic Rocky Mountains around every corner, the upscale Westin Denver Downtown sets the stage… ------------------------- # NCP Conference Home Page > NCP Conference Change your altitude. Change your attitude. It's amazing what two days of industry inspiration can do! Find out first-hand at the Grace Hill 2022 NCP Conference in the mile-high city, destined to motivate you and your team to… Full Content: NCP Conference Change your altitude. Change your attitude. It's amazing what two days of industry inspiration can do! Find out first-hand at the Grace Hill 2022 NCP Conference in the mile-high city, destined to motivate you and your team to reach your peak potential. Don't miss it! It promises to be a breath of fresh (mountain) air. Mark your calendar for the 2022 NCP Conference scheduled for Wednesday, May 4 - Friday, May 6. We are working on the agenda now, planning some amazing, informative sessions led by industry experts including: Rob Oley, Royal American Management Shannon Nardinelli, California Tax Credit Allocation Committee Gina Metzger, Fairfield Residential Mark Shelburne, Novogradac & Co Jenny DeSilva, DeSilva Housing Group Terry Kitay, Baker, Donelson, Bearman, Caldwell & Berkowitz, PC Samantha Sowards, Nan McKay Sheryl Putnam, Nan McKay The conference will be held at the Westin Downtown Denver (same venue as before), and in the coming weeks our team will share a link to book your hotel room. As you book your hotel and flights, please plan to arrive on Wednesday before 6:00 p.m. MDT and depart on Friday after 2:00 p.m. MDT. View the Agenda The NCP Conference will take place May 4th through 6th in Denver, Colorado and will be located at the Westin Denver Downtown. The Westin is a dynamic hotel located in the city center which is only steps away from Coors Field, Empower Field at Mile High, the 16th Street Mall, Union Station, and numerous local restaurants and breweries. The Westin Denver Downtown provides scenic views of the Rocky Mountains, a heated rooftop pool, upscale rooms and suites all conveniently located in Denver's beautiful downtown area.  Click Here to Secure Your Room Today  Mine for Gold (Nuggets of Wisdom, That Is) We'll dig deep so you get the most out of every session, with topics which include: Housing Credit Update HUD Update COVID-19 Average Income Test Beyond the Handbook Operations Fair Housing Packed with information specifically provided to help you effectively and efficiently streamline your operations, this conference is the perfect time and place for… RECHARGING your batteries… LEARNING the latest news & options… DISCUSSING solutions with the best in the business… and CREATING your own networking group of peers in which you can encircle yourself.     6 Reasons Why You Should Attend Finally have an opportunity to get beyond the basics into the nitty-gritty of the Tax Credit, Home, Section 8, and other affordable housing programs. Learn the latest industry news, opinions, and updates affecting the world of affordable housing compliance and management! Get advanced training in the issues you really care about such as effectively managing the property and making your compliance operation run more smoothly! Have hands-on, real world discussions on topics that most conferences gloss over! Meet and network with your peers from across the country to share ideas, techniques, opinions, and stories! Experience a different types of housing conference - a conference that really allows you to openly discuss issues, ask questions, and hear opinions from experts and your peers from all over the country! Have you ever wondered how some people make compliance & property management look so easy?  LEARN THEIR SECRETS AT THE ULTIMATE COMPLIANCE & MANAGEMENT BRAINSTORMING EVENT! Register Now Important notes: - Published on: 2022-03-04 18:17:47 - Category: Pages - [NCP Conference Home Page](https://gracehill.com/ncp-conference/): NCP Conference Change your altitude. Change your attitude. It's amazing what two days of industry inspiration can do! Find out first-hand at the Grace Hill 2022 NCP Conference in the mile-high city, destined to motivate you and your team to… ------------------------- # Kendall’s Story > A story of hope and encouragement in honor of Breast Cancer Awareness One in eight women will be diagnosed with breast cancer in their lifetime. Kendall Pretzer, CEO at Grace Hill and breast cancer survivor, shares her intimate journey from… Full Content: A story of hope and encouragement in honor of Breast Cancer Awareness One in eight women will be diagnosed with breast cancer in their lifetime. Kendall Pretzer, CEO at Grace Hill and breast cancer survivor, shares her intimate journey from diagnosis to remission in honor of Breast Cancer Awareness Month. Kendall offers this story of hope to encourage others, bring greater awareness about this disease, and remind everyone they are not alone. Join us weekly during the month of October to view a new part of her story in this four-part series. Part 1 - The Diagnosis Part 2 - Research Journey Part 3 - Treatment & Recovery Part 4 - Moving Forward Important notes: - Published on: 2021-10-06 03:05:47 - Category: Pages - [Kendall’s Story](https://gracehill.com/kendalls-story/): A story of hope and encouragement in honor of Breast Cancer Awareness One in eight women will be diagnosed with breast cancer in their lifetime. Kendall Pretzer, CEO at Grace Hill and breast cancer survivor, shares her intimate journey from… ------------------------- # PolicyPartner/Adwords > Improve Performance & Compliance Your policies and procedures are only as effective as the system you use to manage them. No more searching through emails or dusting off old binders. PolicyPartner gives everyone instant access to the information they need… Full Content: Improve Performance & Compliance Your policies and procedures are only as effective as the system you use to manage them. No more searching through emails or dusting off old binders. PolicyPartner gives everyone instant access to the information they need to succeed. We designed PolicyPartner to help your business perform. Real estate managers trust us to drive performance, mitigate risk, and have peace of mind. Built for Real Estate Management Easily Adapt Policies Improve People Performance Mitigate Risk Are you managing commercial real estate? We've got you covered! PolicyPartner has helped turn policy management from a burden into a strategic advantage for top CRE organizations. Learn how you can improve your portfolio performance and standardize your organization's policies to maintain regulatory compliance and reduce liability. More About PolicyPartner For Commercial Policies That Drive Performance Get a jump start on setting up your policies. We use decades of industry expertise to help save you months of creating policies. PolicyPartner has 17+ customizable manuals of plug-and-play policies, job descriptions, and forms. With nearly 800 industry-specific policies, PolicyPartner is adaptive to your organizational needs. Emergency Procedures Leasing & Marketing Tax Credit Compliance Maintenance Management & Operations Student Housing Job Descriptions Manager Guide Corporate Accounting We have even more policies! Contact us for the complete list. Contact Us Leverage Our Expertise To Get Started Choose between in-person or virtual consultations to customize policies in a few days. Keep operating procedures straightforward with intuitive formatting. Maintain peak system efficiency with regular complimentary review consultations. Take your team to the next level of performance with PolicyPartner. Get a Live Demo Risk Mitigation Made Easy Leverage support from our policy experts to maintain compliance.We understand your business and what's needed to protect you from liability. Protect Yourself With Policies Maintain compliance with instant access anywhere to updated policies and documents. Document previous versions of policies automatically to defend against legal action. Customize our plug-and-play policy templates to meet the needs of your unique business. Use admin roles to collaborate with HR, legal, marketing, and more. "We've been able to streamline our policies and procedures to allow our team members immediate access to consistent, up-to-date information." Jackie RhoneSenior Managing DirectorGreystar Download the PolicyPartner Brochure We think PolicyPartner is the perfect solution for policy management, and we'd love to show you how it will benefit your team! We also understand that sometimes the decision to set up a new tool requires additional support in your company. Download the PolicyPartner brochure now and share it with your colleagues before contacting us for a live, personalized demo Download Now Maintain High Standards Create a culture of consistency and policy-driven behavior to achieve high standards. Drive asset performance with policy reporting insights. Leverage system features and new policies with consultation from a dedicated support team. Connect policies with training to boost awareness and understanding. PolicyPartner Brings Peace of Mind Accessible anytime from anywhere, including mobile devices. Legal monitoring provided for up-to-date policies to maintain compliance. Easy to use for employees. Easy to manage for admins. Central hub for all the essential documents means outdated forms are gone forever.  "PolicyPartner has not only given us the tool to streamline our policies, but it has given us the means to be forward-thinking in implementing these items. We greatly value the ability to have everything housed in one accessible place, with admins having the ability to edit and launch policies/procedures on the move - and replace outdated paper policy binders." Linzzie WallaceManager of Procurement and MobilizationCA Ventures Get a PolicyPartner Demo A Comprehensive Talent Management Solution Take your training to the next level by combining training, mystery shopping, employee and resident surveys, and reputation management solutions. Create a continual cycle of improvement with the power of Grace Hill's entire suite of solutions.  Training The leading learning management system in multifamily. More About Training Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Online Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-01-30 17:56:44 - Category: Pages - [PolicyPartner/Adwords](https://gracehill.com/policypartner-compliance/adwords/): Improve Performance & Compliance Your policies and procedures are only as effective as the system you use to manage them. No more searching through emails or dusting off old binders. PolicyPartner gives everyone instant access to the information they need… ------------------------- # Policies – Google Ads > Industry-Specific Policies That Empower Your Team Mitigate risk by ensuring employees can access up-to-date policies at any time, on any device. Request a Demo Improve Performance and Compliance Grace Hill has helped multifamily organizations customize, distribute, and maintain policies for… Full Content: Industry-Specific Policies That Empower Your Team Mitigate risk by ensuring employees can access up-to-date policies at any time, on any device. Request a Demo Improve Performance and Compliance Grace Hill has helped multifamily organizations customize, distribute, and maintain policies for more than 25 years. Empower your team with comprehensive, industry-specific policies, accessed through PerformanceHQ, our new technology platform. Mitigate risk by ensuring everyone understands your expectations and can easily access policies at any time, on any device. Plus, new, advanced features increase employee engagement and policy compliance with less administrative time and effort. Standardize Policies Improve Performance Get Ongoing Updates Mitigate Risk Meet Gracie: AI Chatbot Your Onsite Policy Guide Gracie is available 24/7 to provide quick, clear responses to any policy-related questions! Now available in PerformanceHQ, Gracie delivers precise and consistent answers based on your company's policy content, helping employees save time and avoid mistakes. Schedule Demo Policies That Drive Performance Get a jump start on setting up your policies! We use decades of industry expertise to help save you months of creating policies. Grace Hill has 18+ manuals of plug-and-play policies, job descriptions, and forms - all customizable to suit your specific needs. Emergency Procedures Leasing & Marketing Tax Credit Compliance Job Descriptions Manager Guide Corporate Accounting Maintenance Management & Operations Student Housing We have even more policies! Talk to an expert today to see the complete list of our Policies. When Policies Are Hard to Find 2x More Likely Not To Be Followed 1.6x Employees More Likely To Observe Misconduct 50% Employees More Likely To Report Misconduct Schedule Demo *Gartner Compliance Guidance Imperatives Survey, 2020 Stay Compliant. Reduce Risk. 1000+ policy designs to jump-start compliance. Rest assured, policies comply with changing laws and regulations. Show proof of policy receipt with secure electronic signatures. Version history shows policy details at the time of acknowledgment. Ensure Employees Get the Right Policies at the Right Time Effortlessly assign policies based on property type, location, and expectations of the position. Protect your people (and your assets) by providing employees with policies that are relevant and specific to their needs. Automated Assignments Secure Acknowledgements Historical Compliance Reporting "Our employees absolutely love Grace Hill's policy management and say it's so great and easy to use." Natalie Cavaliere Corporate Trainer at Cambridge Management Services, LLC "We've been able to streamline our policies and procedures to allow our team members immediate access to consistent, up-to-date information." Jackie Rhone Senior Managing Director at Greystar "Making the decision to implement a Policy and Procedure Manual for our company was much easier with the help of Grace Hill. The process from start to finish was awesome, and I cannot give praise enough for the team that I worked with and the ease in being able to put it all together." Kay Beller Property Coordinator at Waldron Enterprises, LLC "I cannot recommend Grace Hill enough! The process has been flawless from the beginning, starting when the Grace Hill team was just learning more about Bayshore, to in-person walkthroughs of policies and procedures, and final customization and editing." Julie Vassic Director of Human Resources at Bayshore Properties "We greatly value the ability to have everything housed in one accessible place, with admins having the ability to edit and launch policies/procedures on the move -  and replace paper policy binders." Linzzie Wallace Manager of Procurement and Mobilization at CA Ventures Managing commercial real estate? We've got you covered! Grace Hill has helped turn policy management from a burden into a strategic advantage for top CRE organizations. Learn how you can improve your portfolio performance and standardize your organization's policies to maintain regulatory compliance and reduce liability. Get a Demo of Grace Hill's Policy Management         Important notes: - Published on: 2023-12-04 18:39:29 - Category: Pages - [Policies – Google Ads](https://gracehill.com/policy-management-compliance/): Industry-Specific Policies That Empower Your Team Mitigate risk by ensuring employees can access up-to-date policies at any time, on any device. Request a Demo Improve Performance and Compliance Grace Hill has helped multifamily organizations customize, distribute, and maintain policies for… ------------------------- # Policies in PHQ > The Future of Policy Management Is Here Grace Hill has the technology and expertise you need to customize, distribute, and maintain policies for your entire team! Now, access our trusted policies through PerformanceHQ, Grace Hill's new technology platform, with an… Full Content: The Future of Policy Management Is Here Grace Hill has the technology and expertise you need to customize, distribute, and maintain policies for your entire team! Now, access our trusted policies through PerformanceHQ, Grace Hill's new technology platform, with an updated, intuitive user interface that is easy to learn and can be accessed from any device. New, advanced features increase employee engagement and policy compliance with less administrative time and effort. Standardize Policies Get Ongoing Updates Mitigate Risk Improve Performance Enhance the Employee Experience Making policies easy to find and access at any time is so important. Research shows that when policies are difficult to find, employees are 2x more likely not to follow them and half as likely to report observed misconduct.* Meet Gracie: AI Chatbot Gracie is available 24/7 to provide quick, clear responses to any policy-related questions! Now available in PerformanceHQ, Gracie delivers precise and consistent answers based on your company's policy content, helping employees save time and avoid mistakes. Awards and Leaderboards Make policy compliance fun and rewarding with achievements and recognition! Performance broadcasting features like milestone awards and dynamic leaderboards provide added incentives that encourage employees to participate and stay engaged. Engage Employees With Dashboards Promote policy compliance and engagement with personalized employee dashboards. Employees can easily see their required policies on their dashboard, along with newly released or recommended policies. Plus, they can add and access "favorite" policies from their dashboard without having to search. Increase Shareability With Deep Links Help employees better understand your company's expectations and improve policy engagement by securely sharing essential content at the right time through the right channel. Include policy links in your onboarding process or add manuals, like the employee handbook, to your company intranet. Customize for Your Brand and Culture Streamline your look and enhance the employee experience by customizing the PerformanceHQ portal with your logo and brand colors. Reinforce your inclusive culture with over 130 policy translations to embrace every employee in their preferred language. Request Demo New Features Only Available in PerformanceHQ Enhanced features ensure employees get the right policies at the right time, reducing risk and boosting compliance. Assign Policies With Ease Protect your company by automatically assigning or excluding policies based on location, position, group, or individual! New rule-based assignments ensure each employee receives the policies that are relevant and specific to their needs. Securely Collect Policy Acknowledgments Raise compliance standards and protect your company with verified policy acknowledgments. Simple Electronic Signatures (SES) certify policy acknowledgments and create a digital paper trail that ensures legal compliance while simplifying the process for employees. Enhanced Admin Experience Our new visual dashboards capture real-time compliance performance without running a report! Admins can quickly see policy compliance for specific properties, positions, or individuals in real time. Request Demo Simplify User Management Keep employee data current with seamless SFTP imports and updates directly from your HRIS. Share policy content using Single Sign On (SSO) to authenticate users across technology platforms, saving time and increasing security. Get the New Features Brochure Download our new features brochure to learn more about our updated Policy solution in PerformanceHQ. Share it with your colleagues and contact us for a live, personalized demo! Get Brochure  Get trusted industry policies with the user experience you deserve. Contact us today and schedule your personalized demo! Important notes: - Published on: 2024-03-15 14:34:29 - Category: Pages - [Policies in PHQ](https://gracehill.com/policies-in-performancehq-new-features/): The Future of Policy Management Is Here Grace Hill has the technology and expertise you need to customize, distribute, and maintain policies for your entire team! Now, access our trusted policies through PerformanceHQ, Grace Hill's new technology platform, with an… ------------------------- # Policies in PHQ – Customers > The Future of Policy Management Is Here Now you can access the policies you trust through PerformanceHQ for an unparalleled user experience! Our updated user interface is intuitive to learn and can be accessed from any device. New, advanced features increase employee… Full Content: The Future of Policy Management Is Here Now you can access the policies you trust through PerformanceHQ for an unparalleled user experience! Our updated user interface is intuitive to learn and can be accessed from any device. New, advanced features increase employee engagement and policy compliance with less administrative time and effort. Improved User Experience Automatic Assignments Secure Acknowledgements Enhanced Compliance Reporting As a Grace Hill policy client, you get exclusive access to Policies in PerformanceHQ before it is released to the industry! Beat the implementation rush and streamline policies for your team. Contact us today to learn more about this exciting new platform that will transform the way you manage and distribute policies. Enhanced Features Increase Policy Engagement and Compliance Ensure employees get the right policies at the right time, reducing risk and boosting compliance. Assign Policies With Ease Protect your company by automatically assigning or excluding policies based on location, position, group, or individual! New rule-based assignments ensure each employee receives the policies that are relevant and specific to their needs. Securely Collect Policy Acknowledgments Raise compliance standards and protect your company with verified policy acknowledgments. Simple Electronic Signatures (SES) certify policy acknowledgments and create a digital paper trail that ensures legal compliance while simplifying the process for employees. Enhanced Admin Experience Our new visual dashboards capture real-time compliance performance without running a report! Admins can quickly see policy compliance for specific properties, positions, or individuals in real time. Simplify User Management Keep employee data current with seamless SFTP imports and updates directly from your HRIS. Share policy content using Single Sign On (SSO) to authenticate users across technology platforms, saving time and increasing security. Enhance the Employee Experience Making policies easy to find and access at any time is so important. Research shows that when policies are difficult to find, employees are 2x more likely not to follow them and half as likely to report observed misconduct.* Engage Employees With Dashboards Promote policy compliance and engagement with personalized employee dashboards. Employees can easily see their required policies on their dashboard, along with newly released or recommended policies. Plus, they can add and access "favorite" policies from their dashboard without having to search. Increase Shareability With Deep Links Help employees better understand your company's expectations and improve policy engagement by securely sharing essential content at the right time through the right channel. Include policy links in your onboarding process or add manuals, like the employee handbook, to your company intranet. Customize for Your Brand and Culture Streamline your look and enhance the employee experience by customizing the PerformanceHQ portal with your logo and brand colors. Reinforce your inclusive culture with over 130 policy translations to embrace every employee in their preferred language. Get the New Features Brochure Download our new features brochure to learn more about our updated Policy solution in PerformanceHQ. Share it with your colleagues and contact us for a live, personalized demo! Get Brochure  Be among the first to see this new platform in action! Contact us today and schedule your personalized demo! A Comprehensive Talent Management Solution Take your employee development program to the next level by combining training, mystery shopping, employee and resident surveys, and reputation management solutions. Create a continual cycle of improvement with the power of Grace Hill's entire suite of solutions.  Training Complete multifamily training content developed by industry experts. More About Training Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2024-03-13 17:02:15 - Category: Pages - [Policies in PHQ – Customers](https://gracehill.com/policies-performance-hq/customers/): The Future of Policy Management Is Here Now you can access the policies you trust through PerformanceHQ for an unparalleled user experience! Our updated user interface is intuitive to learn and can be accessed from any device. New, advanced features increase employee… ------------------------- # Regional Manager Handbook – Customers > Provide your regional managers with the tools needed to excel in their roles! Grace Hill's newest policy manual serves as a go-to guide for regional operational topics, including financial reporting, improving Net Operating Income (NOI), contract negotiations, building strong teams,… Full Content: Provide your regional managers with the tools needed to excel in their roles! Grace Hill's newest policy manual serves as a go-to guide for regional operational topics, including financial reporting, improving Net Operating Income (NOI), contract negotiations, building strong teams, and communicating with owners and asset managers. The new Regional Manager Handbook is a great supplement to manuals you may already have, plus we are developing new regional manager training courses to further prepare them for success! Support your regional managers with guidance on important topics like: Financial reporting Improving Net Operating Income (NOI) Building strong teams Communicating with owners or asset managers Contract negotiations Risk mitigation And more! Upgrade to Policies in PerformanceHQ and get our new Regional Manager Handbook FREE* with your renewal! Boost Regional Performance With Our Latest Handbook Download the Regional Manager Handbook Table of Contents to learn more about what's included in our newest policy manual. Download Now Get Grace Hill's new Regional Manager Handbook FREE* with your upgrade to PerformanceHQ! Fill out the form below to contact us about adding the Regional Manager Handbook to your policy library! *Offer only for a limited time. Must be an existing policy customer upgrading to PerformanceHQ. Customized implementation fees may apply. The Regional Manager Handbook is free for the first year. After that, regular pricing will apply. Important notes: - Published on: 2024-07-08 12:28:06 - Category: Pages - [Regional Manager Handbook – Customers](https://gracehill.com/regional-manager-handbook-lp/customers/): Provide your regional managers with the tools needed to excel in their roles! Grace Hill's newest policy manual serves as a go-to guide for regional operational topics, including financial reporting, improving Net Operating Income (NOI), contract negotiations, building strong teams,… ------------------------- # Regional Manager Handbook > Provide your regional managers with the policies needed to excel in their roles! Grace Hill's policy management solution now includes a new Regional Manager Handbook that serves as a go-to guide for operational topics, including financial reporting, improving Net Operating… Full Content: Provide your regional managers with the policies needed to excel in their roles! Grace Hill's policy management solution now includes a new Regional Manager Handbook that serves as a go-to guide for operational topics, including financial reporting, improving Net Operating Income (NOI), contract negotiations, building strong teams, and communicating with owners and asset managers. With a clear understanding of roles and responsibilities, your managers will be prepared to handle everything that comes their way, from risk mitigation to employee development! Boost Regional Performance When You PurchaseGrace Hill Policies in PerformanceHQ Download a preview of the Regional Manager Handbook Table of Contents to see what policies are included, along with a sample. Download A Preview Here Support your regional managers with guidance on important topics like: Financial reporting Improving Net Operating Income (NOI) Building strong teams Communicating with owners or asset managers Contract negotiations Risk mitigation And more! Fill out this form to request a sales demo of Grace Hill's policy management solution. Set your team up for success when you buy policies including the NEWRegional Manager Handbook! Important notes: - Published on: 2024-07-08 10:57:42 - Category: Pages - [Regional Manager Handbook](https://gracehill.com/regional-manager-handbook-lp/): Provide your regional managers with the policies needed to excel in their roles! Grace Hill's policy management solution now includes a new Regional Manager Handbook that serves as a go-to guide for operational topics, including financial reporting, improving Net Operating… ------------------------- # Solutions – Industry-Specific Policies > Industry-Specific Policies That Empower Mitigate risk by ensuring employees can access up-to-date policies at any time, on any device. Request a Demo As a multifamily professional, you know how critical it is to protect your company from unnecessary risk and… Full Content: Industry-Specific Policies That Empower Mitigate risk by ensuring employees can access up-to-date policies at any time, on any device. Request a Demo As a multifamily professional, you know how critical it is to protect your company from unnecessary risk and liabilities. Regulations are complicated, but you can trust our policy experts to help employees navigate fair housing laws, li-tech requirements, sexual harassment prevention, and more. Grace Hill combines advanced technology with a library of trusted industry specific policies to help you increase performance and mitigate risk in your organization. Comprehensive library. Get the policies you need without the headache. Choose from over a thousand customizable policies, forms, and job descriptions developed by multifamily experts. Continual updates. Industry regulations and federal guidelines change frequently, and failing to update your policies could cost you. You can trust Grace Hill to keep your policies current and your company compliant. Assign and acknowledge. Rest assured your teams have the right policies at the right time with automatic assignments based on location, position, group, or employee. Plus, secure electronic acknowledgments create a digital paper trail that protects your business. Measure compliance. Quickly view real time compliance performance data for specific properties, positions, or individuals. Protect your organization and reduce risk by understanding where to focus efforts. Improve performance. Prepare your team for anything with convenient access to policies on their dashboard or by asking Bracy, your helpful AI chatbot. Plus, connect policies with training in Performance HQ for maximum impact. Protect your business and improve with policies in Performance HQ. Contact us today to get started. Improve Performance and Compliance Empower your team with comprehensive, industry-specific policies, accessed through PerformanceHQ, our new technology platform! Mitigate risk by ensuring everyone understands your expectations and can easily access policies at any time, on any device. Plus, new, advanced features increase employee engagement and policy compliance with less administrative time and effort! Standardize Policies Improve Performance Get Ongoing Updates Mitigate Risk When Policies Are Hard to Find 2x More Likely Not To Be Followed 1.6x Employees More Likely To Observe Misconduct 50% Employees More Likely To Report Misconduct Request a Demo *Gartner Compliance Guidance Imperatives Survey, 2020 Meet Gracie: AI Chatbot Your 24/7 Digital Concierge Gracie is always available to provide quick, clear responses to any policy or course-related question. Ask Gracie like you were asking a colleague, and she will deliver a concise answer tailored to your role, complete with source links for a deeper dive! Policies That Drive Performance Grace Hill has 18+ manuals of plug-and-play policies, job descriptions, and forms - all customizable to suit your specific needs! We use more than 25 years of industry-specific policy expertise to save you months of creating policies.  Emergency Procedures Leasing & Marketing Tax Credit Compliance Job Descriptions Manager Guide Corporate Accounting Maintenance Management & Operations Student Housing View our online catalog to see the complete list of our Policies! Stay Compliant. Reduce Risk. 1000+ policies designed to jump-start compliance. Continual updates ensure compliance with changing laws and regulations. Secure electronic signatures show proof of policy receipt. Version history records policy details at the time of acknowledgment. Ensure Employees Get the Right Policies at the Right Time Effortlessly assign policies based on property type, location, and expectations of the position. Protect your people - and your assets - by providing employees with policies that are relevant and specific to their needs. Automated Assignments Secure Acknowledgements Historical Compliance Reporting "Gracie makes it really easy. If you're not exactly sure what you're looking for, you just type that information in, and she looks through all the systems for you." Welton McCrary Director of Property Management at Perennial Properties "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "With all the legislative and Fair Housing changes, I'm not the subject expert - but I can rely on Grace Hill to keep us compliant and prepared." Mary Sheets Vice President of Talent & People at Dayrise Residential "PerformanceHQ has been a seamless transition for our teams with a more user-friendly interface that has been able to enhance our team's efficiency and engagement. The addition of Gracie has also been a game changer in allowing our teams to provide self-help by quickly finding policies and procedures!" Bryan Kulbacki CAM, CAPS Training Director at Berger Communities "Just having one place where users can see and acknowledge policies has been a huge win for us." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "I cannot recommend Grace Hill enough! The process has been flawless from the beginning, starting when the Grace Hill team was just learning more about Bayshore, to in-person walkthroughs of policies and procedures, and final customization and editing." Julie Vasic Director of Human Resources at Bayshore Properties "We've been able to streamline our policies and procedures to allow our team members immediate access to consistent, up-to-date information." Jackie Rhone Senior Managing Director at Greystar "When we launched the policy product, we chose to use the Grace Hill implementation team for editing, delivering, and finalizing all of our policy manuals - and they were so helpful every step of the way." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "Our employees absolutely love Grace Hill's policy management and say it's so great and easy to use." Natalie Cavaliere Corporate Trainer at Cambridge Management Services, LLC Risk Mitigation Made Easy Leverage support from our policy experts to maintain compliance. We understand your business and what's needed to protect you from liability. 1CPR News, 2019 2HUD, 2023 3Holman Schiavone, 2021 What would it cost you to create and manage policies yourself? On the surface, it may seem simple to create company policies in-house, but the actual cost - and risk - involved with doing it yourself is staggering. Calculate My DIY Policy Cost Simplify Policy Administration Automatically assign policies based on location, position, group, or individual. Collect policy acknowledgements for a digital trail that proves legal compliance. Customize policies with links, images, and video to increase effectiveness. Centralize version control and designate Policy Editors for specific manuals. Built-in review and approval workflows keep the entire process in one place. Request a Demo Maximize Employee Performance Streamline login process with Single Sign On (SSO). Provide personalized dashboards that display assigned policies and more. Deliver instant policy answers with Gracie AI, accessed from any device. Quickly find and save specific policies with "fuzzy" search capabilities. Send secure deep links to policy and capture acknowledgements by email. Bring Training and Policies Together Set your team up for success by connecting your Training and Policies together in PerformanceHQ! Seamlessly tie courses with established policies that meet industry standards. Plus, you can easily collect secure, digital policy acknowledgements after training is complete! Policy Pricing Designed To Fit Your Needs and Budget Explore our scalable policy pricing packages. We price our policy solution by the unit and offer transparent pricing, ensuring you will avoid any hidden fees or surprises on your invoice. Policy FAQs Do you offer regional or state-specific training or polices? Many multifamily operators have portfolios that span multiple states, so Grace Hill's training and policies are generally based on federal regulations and are not state-specific. However, we do offer some content that is designed to meet state-specific requirements, like our Human Trafficking course, our state-specific Sexual Harassment content, and state-specific Fair Housing approvals from Virginia's Department of Professional & Occupational Regulation (DPOR) and Texas Department of Housing & Community Affairs (TDHCA). How long does it take to implement your policy solution? We know that your time is valuable and the idea of implementing a policy solution can feel daunting. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition - without overburdening you or your onsite teams. We offer two levels of implementation support to ensure a smooth rollout of your new policies: Standard Implementation: Includes the standard policies in your selected package, the tools you need to make content updates, and resources to share the new solution with your team. Our intuitive system interface and simple onboarding process make our standard implementation easy, affordable, and fast - getting your company up and running in just 21 to 30 days. Customized Implementation: Our team is hands-on, reviewing your current policies and making suggested edits based on current regulations and industry best practices. We meet with your stakeholders either in person or virtually to ensure the new policies align with your processes and business goals. This personal "white glove" approach provides the policy expertise you need to protect your organization and ensure a successful internal launch. The timeline for implementation varies based on the complexity of your organization's current policy content and the availability of your stakeholders. However, on average, it takes about 18 weeks to launch your new customized policy solution. Who is Gracie? Gracie is Grace Hill's AI-powered assistant built into the PerformanceHQ platform. Available anytime, Gracie helps employees quickly find the information they need - from company training and policies to resident survey feedback - without having to search through lengthy documents or reports. Gracie provides precise, consistent answers based on your organization's own training and policy content, reducing errors and saving time. With Intelligence+, Gracie will summarize your resident survey feedback into clear insights and tailored recommendations, helping operators act with confidence. Gracie is designed specifically for multifamily and commercial real estate operations, delivering trusted, role-relevant guidance that keeps employees informed, compliant, and focused on what matters most. Learn more about Gracie AI Chatbot. Can I have your training and policy content in my Property Management System (PMS)? We recognize that technology plays a pivotal role in improving operational efficiency, streamlining training, and enhancing the resident experience. As you evaluate opportunities to integrate systems, you may wonder if it's possible to simply add Grace Hill's training or policies to your PMS. Although there are benefits to reducing your tech stack, you don't want to sacrifice crucial functionality in the process. PerformanceHQ offers advanced learning and policy management features that are not available in any PMS available today, which is why we only provide our best-in-class content through our easy-to-use platform. Rest assured that PerformanceHQ will not burden your staff with complicated software. The intuitive interface is easy to learn and use and has a single login to access training, policies, and more! Plus, its powerful assignment engine saves admin time and ensures employees get the training and policies they need to be successful and compliant. We continually review and update content as regulations change so you can be confident that your training is current, accurate, and comprehensive. Best of all, those content updates are automatic, eliminating the manual process of modifying content kept in a disparate PMS system. Grace Hill's award-winning training goes beyond the basics, providing the rental housing topics and features you need to grow your team's skills, save valuable time, and mitigate risk at your properties. Managing commercial real estate? We've got you covered! Grace Hill has helped turn policy management from a burden into a strategic advantage for top CRE organizations. Learn how you can improve your portfolio performance and standardize your organization's policies to maintain regulatory compliance and reduce liability. Get a Demo of Grace Hill's Policy Management More Policy Tools and Insights [dynamic_resources_rows topic="policies"] Learn More About Grace Hill's Full Suite of Solutions Training Complete multifamily training content from industry experts. More About Training Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2022-11-04 13:00:27 - Category: Pages - [Solutions – Industry-Specific Policies](https://gracehill.com/solutions/policy-management-compliance/): Industry-Specific Policies That Empower Mitigate risk by ensuring employees can access up-to-date policies at any time, on any device. Request a Demo As a multifamily professional, you know how critical it is to protect your company from unnecessary risk and… ------------------------- # Blog > The Latest From Grace Hill Explore expert perspectives, industry trends, and proven best practices shaping multifamily and commercial real estate. [facetwp facet="blog_search_bar"] [facetwp facet="blog_filters"] Weeks to Hours: AI Sentiment Analysis (and Why Dialect Matters) Organizations collect thousands of open-ended survey… Full Content: The Latest From Grace Hill Explore expert perspectives, industry trends, and proven best practices shaping multifamily and commercial real estate. [facetwp facet="blog_search_bar"] [facetwp facet="blog_filters"] Weeks to Hours: AI Sentiment Analysis (and Why Dialect Matters) Organizations collect thousands of open-ended survey comments every year, but turning that feedback into insights has traditionally taken ... Read More [facetwp selections="true"] [facetwp template="blog_posts_v2"] [facetwp facet="blog_pager"] To learn more about our solutions, request a demo. Request Demo Important notes: - Published on: 2020-06-24 19:18:52 - Category: Pages - [Blog](https://gracehill.com/blog/): The Latest From Grace Hill Explore expert perspectives, industry trends, and proven best practices shaping multifamily and commercial real estate. [facetwp facet="blog_search_bar"] [facetwp facet="blog_filters"] Weeks to Hours: AI Sentiment Analysis (and Why Dialect Matters) Organizations collect thousands of open-ended survey… ------------------------- # Leadership Council > Join us in molding the future of multifamily talent management.   Explore compelling questions driving change in our industry. The Leadership Council will continually draw on its members to help shape the course of inquiry. Front-of-mind topics today include: Keeping… Full Content: Join us in molding the future of multifamily talent management.   Explore compelling questions driving change in our industry. The Leadership Council will continually draw on its members to help shape the course of inquiry. Front-of-mind topics today include: Keeping talent (and residents) safe and secure at the most crucial times What training, policies, and assessment tools are most essential now Strategies and practices -including from outside industries- to help solve talent and workforce challenges today and beyond People-centric operations in an increasingly virtual environment Innovating and improving communication for leaders, associates, and residents Utilizing current data to impact vital decision-making Membership Has Its Rewards Professional Growth Exposure to subject matter experts on talent, technology, and leadership from both within and outside of our industry. Engaging, out-of-the-box experiences which will foster deeper insights and fresh perspectives. Professional Development opportunities geared toward high-level executives. Product Ideation Strategic sessions for you to provide your valuable input on Grace Hill's Product Roadmap. Access to market research from Grace Hill, and from others outside multifamily, on talent challenges and opportunities in our industry. Plus, ongoing working groups that will explore key strategic topics around talent. Peer Network Connection with and meaningful learning from leaders at top companies in our industry who are also focused on talent. Exclusive (optional) events throughout the calendar year to encourage ongoing dialogue and knowledge sharing amongst Leadership Council members. A digital forum for further peer connection and information sharing. Look to the Year Ahead Members are invited to participate in as many of our meetings and events as they are able. The 2020/2021 Calendar   October 2020 Annual Kickoff November 2020 Virtual NAA Apartmentalize Event December 2020 Virtual Holiday Event January 2021 (Optional) Year Ahead Debrief/ Grace Hill Product Roadmap March 2021 Spring Speaker April 2021 Q2 Council Meeting June 2021 NAA Apartmentalize Event (Chicago) Sept/Oct 2021 Council Retreat Sign up today. Membership is limited. Confirm Membership Important notes: - Published on: 2020-10-08 19:08:43 - Category: Pages - [Leadership Council](https://gracehill.com/leadership-council/): Join us in molding the future of multifamily talent management.   Explore compelling questions driving change in our industry. The Leadership Council will continually draw on its members to help shape the course of inquiry. Front-of-mind topics today include: Keeping… ------------------------- # Validate/MysteryShopping/AdWords > Designed To Deliver Reliable Results See your property and team through the eyes of your prospects and residents with Validate from Grace Hill, an easy-to-administer, discrete mystery shopping program designed specifically for multifamily property managers like you! Backed by 25… Full Content: Designed To Deliver Reliable Results See your property and team through the eyes of your prospects and residents with Validate from Grace Hill, an easy-to-administer, discrete mystery shopping program designed specifically for multifamily property managers like you! Backed by 25 years of multifamily industry expertise, Validate identifies your best opportunities to improve performance. This robust mystery shop program blends technology with assessment best practices to drive positive experiences in your communities. Choose from 12 different shop types to evaluate all communication channels, including: Phone Online Onsite Combo Designed To Deliver Reliable Results Our mystery shop programs feature: Highly trained mystery shoppers Recorded audio and video shops 95% on-time completion rate Robust, comprehensive reporting   Comprehensive Mystery Shopping Programs Validate uses proven sampling strategies to deliver timely, unbiased performance assessments.  Validate also includes over 30 short training courses designed to address specific skill gaps identified during the shop, helping cultivate a well-versed, proficient team! Contact us today for a demo to learn how Validate can improve your property performance! Get Demo Powerful Mystery Shopping Assessments for Multifamily Property Management Companies 8,000+ Shops Completed Quarterly 99% On-Time Completion Rate 30 Remediation Courses Included "Validate is a wonderful tool that has helped as I develop and implement our leasing school. I am able to recognize employee strengths while also identifying opportunities for growth. As a result, I have used this knowledge to gear my training towards their needs rather than wasting time on skills that have already been mastered." Amy FernandezTraining & Development ManagerPhillips Management Group Leasing Excellence at Westminster Management Read this case study to discover how a leading national property management company applies Validate to assess customer service and leasing practices at the property level. Read More Ready to get started with mystery shop assessments for your properties? Contact us today to learn how Validate can improve your property performance! Learn More About Grace Hill's Full Suite of Solutions Combine Validate with our best-in-class training, policy manuals, survey, and reputation management solutions, creating a cycle of continual improvement within your organization. Speak to one of our experts today! Training The leading learning management system in multifamily. More About Training Operating Procedures Industry-specific policies that empower your team and reduce risk. More About Policies Data & Insights Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Online Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-01-26 19:02:36 - Category: Pages - [Validate/MysteryShopping/AdWords](https://gracehill.com/validate-mystery-shopping/): Designed To Deliver Reliable Results See your property and team through the eyes of your prospects and residents with Validate from Grace Hill, an easy-to-administer, discrete mystery shopping program designed specifically for multifamily property managers like you! Backed by 25… ------------------------- # Mystery Shopping – Google Ads > Multifamily Mystery Shopping Services Get unbiased property evaluations with mystery shopping programs that fit your needs. Interested in becoming a Mystery Shopper? Click here to apply online. Mystery shopping reveals what your prospects really think. When managing a community, you… Full Content: Multifamily Mystery Shopping Services Get unbiased property evaluations with mystery shopping programs that fit your needs. Interested in becoming a Mystery Shopper? Click here to apply online. Mystery shopping reveals what your prospects really think. When managing a community, you want to provide prospective residents with an exceptional and consistent experience. But even the best teams can miss blind spots that impact first impressions. We're here to help. Backed by more than 35 years of multifamily industry expertise, Grace Hill Mystery Shopping is your trusted guide to performance improvement. Our unbiased evaluations blend technology with assessment best practices to uncover the hidden moments that make or break a lease. Award-Winning Mystery Shopping Software See why Grace Hill is the top choice for multifamily! 2025 Bronze Stevie Award Winner Upskilling/Workforce Learning Solution 2024 iShop Award Winner Company of the Year Our Proven Process 1. Choose the program and shop type that best fits your operation and budget. 2. Shoppers simulate real-life scenarios to evaluate your quality of service and the leasing process. 3. We provide a comprehensive report that pinpoints your strengths andareas for improvement. Request a Demo Choose from a variety of shop types to evaluate all communication channels: Phone Inquiry Internet Inquiry Onsite Tour Virtual Tour Facilities/Branding Inspection Website Evaluation Combination Shop Equip your team to provide the experience your prospects deserve. With over 30 short upskill training courses designed to address specific skill gaps identified during the shop, you'll have the confidence to know your team is trained to excel at every part of the journey. "Mystery Shopping is a wonderful tool that has helped as I develop and implement our leasing school. I am able to recognize employee strengths while also identifying opportunities for growth. As a result, I have used this knowledge to gear my training towards their needs rather than wasting time on skills that have already been mastered." Amanda Fernandez Training & Development Manager at Phillips Management Group Work with our experts to build the program that best fits your business! Whether you want the convenience of our Quarterly Program or the flexibility of our Annual & Save Package, you are sure to find the mystery shopping solution that works best for your business. Additional shops can also be ordered on demand! Annual & Save Quarterly Annual & Save [fl_builder_insert_layout id="35409" type="fl-builder-template"] Quarterly [fl_builder_insert_layout id="35408" type="fl-builder-template"] Ready to get started with mystery shop assessments for your properties? Contact us today to learn how Grace Hill can improve your leasing conversion! Request a Demo Interested in becoming a Mystery Shopper? Apply online here. Important notes: - Published on: 2023-12-04 18:34:34 - Category: Pages - [Mystery Shopping – Google Ads](https://gracehill.com/mystery-shopping-services/): Multifamily Mystery Shopping Services Get unbiased property evaluations with mystery shopping programs that fit your needs. Interested in becoming a Mystery Shopper? Click here to apply online. Mystery shopping reveals what your prospects really think. When managing a community, you… ------------------------- # Solutions – Mystery Shopping > Multifamily Mystery Shopping Get unbiased evaluations with programs that fit your needs. Request a Demo Become a Shopper Mystery shopping reveals what your prospects really think. When managing a community, you want to provide prospective residents with an exceptional and… Full Content: Multifamily Mystery Shopping Get unbiased evaluations with programs that fit your needs. Request a Demo Become a Shopper Mystery shopping reveals what your prospects really think. When managing a community, you want to provide prospective residents with an exceptional and consistent experience. But even the best teams can miss blind spots that impact first impressions. We're here to help. As a property manager, providing a consistent prospect and resident experience is a top priority. But it's hard to know what really happens on-site in your community. Grace Hill has the answer. Our mystery shopping solutions provide honest assessments of how your team handles real life situations then we suggest targeted training to help them improve, which positively impacts both their performance and your performance. Unbiased evaluations. Grace Hill offers a clear picture of your employee's performance by combining technology and assessment best misses. With over thirty five years of experience and a nationwide network of highly trained shoppers, gathering accurate feedback about your property has never been easier. Customizable shops, choose from a variety of shop types to understand how employees interact with residents on the phone, online, or on-site. Our flexible ordering options make it easy to create a customizable shopping program that fits your unique needs. Up skill training. Understanding your team's performance is important, but you need a way to help them improve. Our personalized training addresses the skill gaps identified during the so you can build an expert on-site team. Plus, you can track your performance on our visual dashboards to see how your team and your property are improving over time. Ready to improve your team's performance and give residents the experience they deserve, contact our mystery shopping experts to get started. Backed by more than 35 years of multifamily industry expertise, Grace Hill Mystery Shopping in PerformanceHQ is your trusted guide to performance improvement. Our unbiased evaluations blend technology with assessment best practices to uncover the hidden moments that make or break a lease. Our Proven Process 1. Choose the program and shop type that best fits your operation and budget. 2. Shoppers simulate real-life scenarios to evaluate your quality of service and the leasing process. 3. We provide comprehensive reports and easy-to-navigate dashboards that pinpoint your property's strengths and areas for improvement. Award-Winning Mystery Shopping Software See why Grace Hill is the top choice for multifamily! 2025 Bronze Stevie Award Winner Upskilling/Workforce Learning Solution 2024 iShop Award Winner Company of the Year Choose from a variety of shop types to evaluate all communication channels: Phone Inquiry Internet Inquiry Onsite Tour Virtual Tour Facilities/Branding Inspection Website Evaluation Combination Shop Understand your team's performance, improve the leasing process, and increase occupancy. Accelerate leasing velocity and convert leads into leases faster. Boost tour conversions by improving initial service. Leverage your property's strengths to outpace the competition. Ensure optimal staffing by analyzing service and performance insights. Powerful reporting tools make it easy to manage shops and assign training. Detailed reports offer shop results, score rankings, and more. Shop results highlight key areas to improve and upskill. Automatically distribute reports on a daily, weekly, or monthly basis. Request a Demo Get a clear picture of service quality across your portfolio with the Mystery Shopping Dashboard, only in PerformanceHQ! Easily spot trends, benchmark performance, and identify areas to elevate your lead-to-lease experience with essential metrics, including: Average shop scores by shop type. Number of shops by shop type. Year over Year (YoY), Quarter over Quarter (QoQ), and Month over Month (MoM) trends. Boost Your Team's Performance Before They Leave Your Property! When employees are unsure of expectations or feel ill-prepared to meet them, it can lead to costly turnover - at a whopping cost of $4,700 per hire. Mystery shopping can help identify service gaps in your team's leasing process and provide targeted training, ultimately improving employee satisfaction and retention. With over 30 short upskill training courses designed to address specific skill gaps identified during the shop, you'll have the confidence to know your team is trained to excel at every part of the journey. Calculate My Employee Turnover Cost "Integrating Mystery Shopping into the platform means we can not only see how our teams are performing, but also get training recommendations to close skill gaps." Mary Sheets Vice President of Talent & People at Dayrise Residential "Mystery Shopping is a wonderful tool that has helped as I develop and implement our leasing school. I am able to recognize employee strengths while also identifying opportunities for growth. As a result, I have used this knowledge to gear my training towards their needs rather than wasting time on skills that have already been mastered." Amy Fernandez Training & Development Manager at Phillips Management Group "We're excited that our teams can find everything in PerformanceHQ instead of logging in to different systems - it's like it was all meant to come together." Jessica Dodge Director of Employee Development at Harbor Group Build The Program That Best Fits Your Business Choose from our flexible package options to meet your specific business needs. Additional shops can be ordered on demand! Annual & Save Quarterly Annual & Save [fl_builder_insert_layout id="35409" type="fl-builder-template"] Quarterly [fl_builder_insert_layout id="35408" type="fl-builder-template"] Cost-Effective Mystery Shopping Programs Select a mystery shopping program that fits your portfolio's needs with flexible, budget-friendly packages. Automate or manually schedule your shops-our proven process delivers unbiased insights to improve performance. Ready to get started with mystery shop assessments for your properties? Contact us today to learn how Grace Hill can improve your leasing conversion! Interested in becoming a Mystery Shopper? Apply online here. Need A Single Mystery Shop? Order a single shop now and choose from a variety of our most popular shop types. More Multifamily Mystery Shopping Tools and Insights [dynamic_resources_rows topic="mystery-shopping"] Learn More About Grace Hill's Full Suite of Solutions Training Complete multifamily training content developed by industry experts. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-08-24 16:38:22 - Category: Pages - [Solutions – Mystery Shopping](https://gracehill.com/solutions/multifamily-mystery-shopping/): Multifamily Mystery Shopping Get unbiased evaluations with programs that fit your needs. Request a Demo Become a Shopper Mystery shopping reveals what your prospects really think. When managing a community, you want to provide prospective residents with an exceptional and… ------------------------- # KingsleySurveys/Adwords > Turn Insights Into Action The link between resident satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and… Full Content: Turn Insights Into Action The link between resident satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and NOI for multifamily and commercial real estate organizations. Measure Tenant Satisfaction Increase Renewals Retain Employees Improve Property Performance Industry-specific survey solution with robust reporting to: Effectively conduct resident, tenant, employee, and investor surveys. Translate survey results into actionable insights. Compare your data to our Kingsley Index™ industry benchmarks. See how your properties stack up against the competition. Request a personalized demo of KingsleySurveys to get started! Our industry experts will help you customize the survey program that best fits your business. Get Demo Survey Programs Designed to Fit Your Needs Resident/Tenant SurveysGain objective insight into the resident/tenant experience. Employee SurveysIncrease employee engagement and retention. Client/Investor SurveysGauge perceptions and gather competitive intelligence.   "The information we get from KingsleySurveys is invaluable in assessing operations and service gaps, helping us improve in real-time rather than months after the fact. The results speak for themselves with improved satisfaction scores across all KPIs each year since we began." Laurel ZacherVice President Marketing & Customer EngagementSecurity Properties Residential  Trusted Industry Benchmarks and Awards Compare your results to the Kingsley Index™ and earn recognition for outstanding performance -helping you stand out from the competition. The Kingsley IndexTrusted Industry Benchmarking Gain a realistic assessment of resident, tenant, and employee satisfaction. Receive an unbiased perspective of portfolio performance compared to your competitors. Customize your Kingsley Index for strategic benchmarks of similar properties.  Compare yourself to accurate benchmarks by property type, asset class, and geography. Kingsley Excellence Award Stand out from your competition. Each year, we recognize individual properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Commercial Real Estate Surveys KingsleySurveys is trusted by top CRE organizations. Our surveys and benchmarks are built specifically for commercial real estate, including office, industrial, medical and retail. Let our team of industry experts help improve your portfolio performance.  More About Commercial Survey Programs for Multifamily Property Management KingsleySurveys provides comprehensive survey tools and actionable insights for the multifamily property management industry. Learn more about our survey solutions, benchmarking tools, and award opportunities for multifamily. More About Multifamily Find out how KingsleySurveys can help you improve overall portfolio performance!Request a personalized demo today! Learn More About Grace Hill's Full Suite of Solutions The power of KingsleySurveys is maximized when combined with our best-in-class training, policy manuals, mystery shopping, and reputation management solutions, creating a cycle of continual improvement within your organization.Speak to one of our experts today! Training The leading learning management system in multifamily. More About Training Operating Procedures Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Online Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-01-30 17:41:02 - Category: Pages - [KingsleySurveys/Adwords](https://gracehill.com/kingsleysurveys/adwords/): Turn Insights Into Action The link between resident satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and… ------------------------- # (UNUSED) Realync – LinkedIn Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Close Leases From Anywhere and Win Over Residents Losing leads to competitors? Struggling to stand… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Close Leases From Anywhere and Win Over Residents Losing leads to competitors? Struggling to stand out in a crowded market? Ninety-nine percent of renters say they want to see specific unit details and envision the exact unit they'll rent. However, leasing teams struggle to capture and convert leads because they lack the tools to offer personalized and engaging unit-level video experiences. That's why Grace Hill now offers Realync, providing innovative video and virtual solutions tailored for resident tours and communication in the multifamily industry. Lease Quicker Market Better Retain Residents Improve Operations 3x Prospects who view Realync media are three times more likely to lease! Request a Demo Capture, Connect, and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Find out how Realync can help you close leases faster and win over residents. Important notes: - Published on: 2025-03-20 12:22:52 - Category: Pages - [(UNUSED) Realync – LinkedIn Ads](https://gracehill.com/virtual-leasing-and-video-tools-li/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Close Leases From Anywhere and Win Over Residents Losing leads to competitors? Struggling to stand… ------------------------- # Realync – Bing Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Win More Residents and Close Leases From Anywhere Struggling to stand out in a crowded market? 99% of… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Win More Residents and Close Leases From Anywhere Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Market Better Retain Residents Improve Operations The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Prospects who view Realync videos are 3x more likely to lease! Get Started Today Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-04-10 08:53:50 - Category: Pages - [Realync – Bing Ads](https://gracehill.com/multifamily-virtual-leasing-and-video-tools/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Win More Residents and Close Leases From Anywhere Struggling to stand out in a crowded market? 99% of… ------------------------- # Realync – Q3 25 Realync Website Meta Retargeting Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Prospects who view Realync videos are 3x more likely to lease! Get Started Today Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To Achieve Higher Leasing Conversion Rates For Your Properties? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-08-13 12:32:52 - Category: Pages - [Realync – Q3 25 Realync Website Meta Retargeting Ads](https://gracehill.com/virtual-leasing-tools-for-qualified-leads/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… ------------------------- # Realync – Q4 25 GH Website Meta Retargeting Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations With Realync, prospects are 3x more likely to lease after viewing video content. Onsite teams using Realyncreduced tour time by 58%. Clients experienced reducedvacancy loss by 5-11 Days. Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group Get Started Today Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Ready To Achieve Higher Leasing Conversion Rates For Your Properties? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-09-22 16:59:12 - Category: Pages - [Realync – Q4 25 GH Website Meta Retargeting Ads](https://gracehill.com/lease-faster-with-realync-video-tools/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… ------------------------- # Realync – Q3 25 GH Website Meta Retargeting Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Prospects who view Realync videos are 3x more likely to lease! Get Started Today Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To Achieve Higher Leasing Conversion Rates For Your Properties? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-07-31 11:13:07 - Category: Pages - [Realync – Q3 25 GH Website Meta Retargeting Ads](https://gracehill.com/online-leasing-tools-for-qualified-leads/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… ------------------------- # Realync Stats – Q3 25 LinkedIn Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases 3x faster and cut vacancy loss by 5-11 days! Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases 3x faster and cut vacancy loss by 5-11 days! Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations With Realync, prospects are 3x more likely to lease after viewing video content. Onsite teams using Realync reduced tour time by 58%. Clients experienced reduced vacancy loss by 5-11 Days. Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group Get Started Today Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-08-19 15:34:11 - Category: Pages - [Realync Stats – Q3 25 LinkedIn Ads](https://gracehill.com/boost-lease-conversions-with-realync/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases 3x faster and cut vacancy loss by 5-11 days! Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in… ------------------------- # Realync – Q3 25 LinkedIn Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Prospects who view Realync videos are 3x more likely to lease! Get Started Today Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-06-12 10:53:35 - Category: Pages - [Realync – Q3 25 LinkedIn Ads](https://gracehill.com/apartment-online-leasing-tools-for-qualified-leads/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and video tools designed to close leases faster, engage residents, and reduce vacancy loss. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… ------------------------- # Realync – Performance Max Google Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99%… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Prospects who view Realync videos are 3x more likely to lease! Get Started Today Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-05-28 13:26:23 - Category: Pages - [Realync – Performance Max Google Ads](https://gracehill.com/apartment-virtual-leasing-and-video-tools/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99%… ------------------------- # Realync – Google Ads > Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99%… Full Content: Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Tour Better Retain Residents Improve Operations The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Prospects who view Realync videos are 3x more likely to lease! Get Started Today Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality, Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "From pilot to portfolio-wide rollout, their team has continuously met our needs, delivering measurable results. This is the type of tech every multifamily operator needs in their corner!" Jamie Gorski Strategic Multifamily Consultant "Realync tours in our paid ads has helped to increase conversions by 145%!" Angie Lombardi VP of Marketing at Franklin Group "The ability to seamlessly combine video clips allows us to edit footage easily - especially appreciate the AI integrations added to the platform!" Faith Barker Marketing Manager at Trilogy Real Estate Group Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Important notes: - Published on: 2025-01-28 11:57:46 - Category: Pages - [Realync – Google Ads](https://gracehill.com/virtual-leasing-and-video-tools/): Multifamily Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99%… ------------------------- # Q1 25 MFam Realync GTM//Landing Page Form > Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Close Leases From Anywhere and Win Over Residents Losing leads to competitors? Struggling to stand out… Full Content: Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Close Leases From Anywhere and Win Over Residents Losing leads to competitors? Struggling to stand out in a crowded market? Ninety-nine percent of renters say they want to see specific unit details and envision the exact unit they'll rent. However, leasing teams struggle to capture and convert leads because they lack the tools to offer personalized and engaging unit-level video experiences. That's why Grace Hill now offers Realync, providing innovative video and virtual solutions tailored for resident tours and communication in the multifamily industry. Lease Quicker Market Better Retain Residents Improve Operations Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo Capture, Connect, and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality and Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 tours in one place. Send personalized video follow-ups to engage prospects. Access real-time analytics to optimize performance and strategies. Streamline processes to improve team productivity and effectiveness. The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group Want To Learn Why Leading Property Owners and Managers Trust Realync? Our experts will create a customized video strategy tailored to your challenges and goals. Request a Demo FAQs About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What if my onsite teams are too busy to create video content? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. What type of videos do leasing teams create? Clients create videos of property units, amenities, maintenance tutorials, resident events, post-tour follow-ups, and more. Your dedicated client success team member will provide additional video ideas, tips, and resources. How do folks measure success with video and virtual tours? Every property has unique goals, whether it's increasing leasing activity, improving engagement, or reaching new prospects. Our tool helps clients measure success with video by tracking a variety of key metrics, such as the number of views, signed leases, and qualifying leads. In addition, clients can monitor clicks, engagement rates, and conversion statistics to understand how their virtual tours are performing. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. Does Realync offer 360 tours? Yes, we offer 360 virtual tours. This interactive, click-through video tour allows viewers to explore every angle of a property at their own pace. By simply clicking on different areas of the screen, prospects can virtually walk through rooms, view key features, and get a true sense of the space - just like they're there in person. Does Realync offer live video tours? Yes, our live video tour offering lets you connect with renters in real time, providing them with an interactive tour of your property. Through a secure, private link, they can view the space as you walk them through it, ask questions, and get instant answers - all while ensuring their safety and privacy. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Find out how Realync can help you close leases faster and win over residents. Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2025-01-15 16:07:17 - Category: Pages - [Q1 25 MFam Realync GTM//Landing Page Form](https://gracehill.com/virtual-leasing-and-video-tools-lp/): Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Close Leases From Anywhere and Win Over Residents Losing leads to competitors? Struggling to stand out… ------------------------- # Realync – Leasing Subpage LP > Don't Lose Leases to the Competition Without virtual tours and unit-level videos, you're missing out on qualified leads and slowing down your leasing process. Request a Demo Turn Virtual Touchpoints Into Signed Leases - Anywhere, Anytime. Your prospective renters want… Full Content: Don't Lose Leases to the Competition Without virtual tours and unit-level videos, you're missing out on qualified leads and slowing down your leasing process. Request a Demo Turn Virtual Touchpoints Into Signed Leases - Anywhere, Anytime. Your prospective renters want to see your community, but without a virtual leasing option, they might choose another property. We know it can be tough to convince onsite teams to create compelling virtual tours when they say they're too busy, but Realync makes it easy! With Realync, leasing teams can attract more qualified leads, shorten the leasing cycle, and close leases faster. Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours 3x Prospects who view Realync media are three times more likely to lease! Request a Demo Pre-Recorded and Editing Tools Effortlessly deliver high-quality video tours. Trim, add voiceovers and music, and CTAs for maximum impact. Edit anytime, anywhere - right in the app or web dashboard. AI Tools Snap stunning, unit-level photos that impress prospects. Let AI score your videos - share only the best in seconds. Keep all your media organized and easy to access in one place. Analytics Dashboard See the real impact of your media and video tours instantly. Prove ROI with powerful video analytics. Track team performance and uncover winning strategies. Video Templates Confidently create high-quality unit video tours. Step-by-step guidance for busy or tech-averse teams. Make video tours in minutes, not hours. Virtual Staging Boost your property's appeal without breaking the budget. Virtually stage spaces - no furniture, no hassle. Create stunning, furnished visuals that help renters picture their new home. Voice Translation Speak your prospect's language. Literally. Translate your video's audio and captions into other languages. Connect with a broader, more diverse audience. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Want To Learn Why Leading Property Owners and Managers Trust Realync? Our experts will create a customized video strategy tailored to your challenges and goals. Important notes: - Published on: 2025-04-03 12:44:31 - Category: Pages - [Realync – Leasing Subpage LP](https://gracehill.com/solutions/virtual-leasing-and-video-tools/leasing-lp/): Don't Lose Leases to the Competition Without virtual tours and unit-level videos, you're missing out on qualified leads and slowing down your leasing process. Request a Demo Turn Virtual Touchpoints Into Signed Leases - Anywhere, Anytime. Your prospective renters want… ------------------------- # Realync – Live Video Intelligence LP > Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo What's Realync? Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how well leasing… Full Content: Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo What's Realync? Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how well leasing agents connect with prospects during live virtual tours. Without AI-driven insights, identifying skill gaps and delivering targeted training is a guessing game - costing time, leases, and revenue. Live Video Intelligence makes it so that never happens. With instant feedback and AI-driven coaching, agents can perfect their approach and follow-up, build better prospect relationships, and drive more signed leases. Improve Agent Performance Streamline Follow-Up & Save Time Gain Visibility & Lead the Market Turn agents into virtual leasing MVPs with Live Video Intelligence. Decode the emotional tone of discussions, identifying positive, negative, and neutral feedback. Pivot your team's approach and address improvements in their follow-ups and future tours. Gauge engagement levels, ensuring a balanced discussion that builds trust and moves leases forward. Save time and close more leases with smarter follow-ups. Get action items based on key discussion points, ensuring agents never miss a follow-up opportunity. Ditch the notepad and stay in the moment - no more scribbling notes while touring.  Highlight what mattered most to the prospect, making follow-ups more personalized, relevant, and effective. Get real-time intelligence and outpace market demands. View a detailed analysis of every Live Video Tour, highlighting key topics discussed and prospect engagement. Uncover trends in renter preferences, helping you fine-tune marketing strategies and investment decisions. Give your managers portfolio-wide visibility, allowing them to identify best practices, address performance gaps, and replicate winning strategies across teams. "Live Video Intelligence is going to be a game-changer for our team! The instant feedback from each Live Video Tour is allowing us to pinpoint exactly where our agents can improve and where we can provide targeted training. This feature is going to take our agent performance to the next level, ensuring that every interaction with a prospect is more effective, engaging, and ultimately leads to more leases being closed." - Shenelle Neblett, Senior Learning & Development Manager at Zidan Management Live Video Intelligence FAQs What is Live Video Intelligence? Live Video Intelligence empowers multifamily teams with AI-driven insights to boost leasing performance. This feature analyzes live video interactions to identify what agents are doing well and where they can improve. It also eliminates the need for manual note-taking by automatically documenting conversations, making follow-ups seamless. Plus, managers and stakeholders gain aggregated insights into renter preferences and market trends, helping them stay ahead of the competition. As an added safeguard, corporate teams can monitor compliance with Fair Housing and WCAG regulations, ensuring a fair and consistent leasing experience. How do I access Live Video Intelligence? Realync core users can access this feature by requesting activation from their Client Success Manager. Not a client? Learn more about Realync. What insights does Live Video Intelligence provide? Teams get AI-powered insights into the emotional tone of conversations, detecting positive, negative, and neutral feedback. Live Video Intelligence also analyzes how leasing agents interact with prospects, revealing communication styles, engagement levels, and tour effectiveness. Plus, it highlights key discussion topics, recommends action items, talk time, and more. Does it analyze live and pre-recorded video tours? Live Video Intelligence analyzes Realync's Live Video Tours only. You can review insights from a single tour or multiple tours at once. How does it help leasing teams improve performance? Live Video Intelligence helps leasing teams improve performance by providing AI-driven insights into prospect interactions. It identifies sentiments, feedback, and discussion topics, allowing agents to adjust their approach in real time and refine future communications. With personalized action item recommendations, agents can address concerns more effectively, tailor their follow-ups, and ensure every tour aligns with what matters most to the prospect, ultimately leading to stronger connections and more signed leases. Find out how Live Video Intelligence can help you streamline follow-ups and close leases faster. Important notes: - Published on: 2025-04-14 18:42:29 - Category: Pages - [Realync – Live Video Intelligence LP](https://gracehill.com/live-video-intelligence-lp/): Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo What's Realync? Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how well leasing… ------------------------- # Realync – Analytics Subpage > Turn Video Data Into Leasing Success Gain actionable insights into video performance, team engagement, and strategies that close deals. Request a Demo Stop Guessing. Start Optimizing. You're investing valuable time and resources into creating virtual tours, but without performance tracking,… Full Content: Turn Video Data Into Leasing Success Gain actionable insights into video performance, team engagement, and strategies that close deals. Request a Demo Stop Guessing. Start Optimizing. You're investing valuable time and resources into creating virtual tours, but without performance tracking, you're missing out on opportunities to refine and improve. With Realync's Video Analytics Dashboard, you get a clear, data-driven view of your team's video performance, renter activity, and engagement. Say goodbye to the guesswork and hello to actionable insights that help you optimize faster, follow up smarter, and close more leases efficiently. Know Exactly What's Driving Results with Video Analytics With Realync's Video Analytics Dashboard, you can ditch the guesswork and get video metrics that show exactly what's working - and what isn't. Track which videos drive the most engagement, monitor your leasing team's performance, and identify strategies that lead to signed leases. This data puts you in control, helping you refine your approach and focus on what truly moves the needle. Follow Up at the Perfect Moment Leverage real-time insights to engage prospects when their interest is highest. With instant alerts, you'll know exactly when a prospect interacts with your video content, allowing you to follow up at the perfect time. Tailor your outreach based on actual viewer behavior to increase your chances of closing the deal. Make Every Video Count -Even After Move-In From DIY maintenance tutorials to community events and property updates, video is a powerful way to keep renters engaged long after move-in. With Realync's Video Analytics Dashboard, tracking your video performance becomes simple. You'll gain valuable insights into what's resonating with your audience, whether your goal is to boost resident satisfaction, streamline leasing, or achieve both. Now, you'll always know what's working and where to improve. Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how effectively leasing agents connect with prospects during live virtual tours. Live Video Intelligence changes that by providing real-time feedback and AI-driven coaching. This helps agents fine-tune their approach, improve follow-up, build stronger relationships with prospects, and, ultimately, close more leases. Wanna know how your agents truly perform on live virtual tours? Is it a guessing game identifying training plans? Realync's new innovation, live video intelligence, is redefining virtual leasing. This AI innovation helps teams sharpen communication and engagement while turning every tour into a conversion machine. With instant feedback and AI driven coaching, agents can perfect their approach and follow-up, build better prospect relationships, and drive more signed leases. Here's how it works. AI analyzes your agents' live video tours. It decodes the emotional tone of discussions, identifies positive, negative, and neutral feedback. Plus, our AI gauges engagement levels ensuring a balanced discussion that builds trust and moves leases forward. Furthermore, live video intelligence arms leasing agents with action items based on key discussion points ensuring agents never miss a follow-up opportunity. Ready to redefine your virtual leasing strategy with live video intelligence? Now it's possible. Only at Grace Hill. "I got a notification that my prospect had watched my Realync video two weeks after I sent it to her! I reached out to her by email within 10 minutes, and she responded right away. She mentioned she was considering one of our competitors nearby, but because I contacted her so quickly, I could match their offer. That same night, she applied, and by the next day, her lease was signed with us!" - Anthony Suarez, Community Manager at West Village Start Turning Views Into Leases Unlock the insights hiding in your video content. Use Realync's Video Analytics Dashboard to optimize performance, follow up smarter, and lease faster. More Virtual Leasing and Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-06-17 10:19:34 - Category: Pages - [Realync – Analytics Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/analytics-dashboard/): Turn Video Data Into Leasing Success Gain actionable insights into video performance, team engagement, and strategies that close deals. Request a Demo Stop Guessing. Start Optimizing. You're investing valuable time and resources into creating virtual tours, but without performance tracking,… ------------------------- # Realync – Virtual Staging Subpage > Make Every Apartment Feel Like Home - Virtually Our 360 Tours with Virtual Staging turn empty spaces into beautifully staged visuals that help renters picture their future faster. Request a Demo Show Off Your Space Without the Setup, Stress, or… Full Content: Make Every Apartment Feel Like Home - Virtually Our 360 Tours with Virtual Staging turn empty spaces into beautifully staged visuals that help renters picture their future faster. Request a Demo Show Off Your Space Without the Setup, Stress, or Spend Empty rooms don't rent. But traditional staging takes time, money, and effort that most teams don't have. With Realync's 360 Tours and Virtual Staging, you can instantly transform vacant apartments into beautifully furnished homes - without the hassle. It's faster, cheaper, and built for teams that want to turn units quickly. Forget the Furniture. Keep the Wow Factor. Skip the staging headaches and let us help make your property pop! Our team adds stylish virtual furnishings to your 360 Tours, helping prospects envision themselves in the space. It's all done digitally - and delivered quickly - so you can keep leasing momentum without lifting a finger. Lease Faster With Stunning Visuals First impressions matter. Apartment virtual staging for your 360 Tours helps your listings stand out and creates an instant emotional connection with renters. Whether prospects are browsing online or agents are sharing content during a tour, Realync makes it easier for renters to sign leases. "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." - Jamie Gorski, Strategic Multifamily Consultant at Gorski Consulting Group View Success Story Virtual Staging FAQs What types of content can be virtually staged? Virtual Staging is available for 360 Tours created through Realync Studios. We stage units, amenities, and common areas to help your property stand out. Is apartment virtual staging included in my Realync subscription? Virtual Staging is an add-on feature provided through Realync Studios and is not included in standard subscriptions. Can our team create virtual staged spaces themselves? No, Virtual Staging is only available through our Realync Studios team at this time. Can I choose the furniture style or layout used in the virtual staging? Yes! Our team offers a range of staging styles. You'll have input on the look and feel you want before staging begins. How long does it take to receive the virtually staged tours? Turnaround time varies based on volume, but most staged 360 Tours are delivered within a few business days. Do I need to do anything before the staging process begins? All you need to do is work with our Realync Studios team to schedule your 360° shoot. We'll handle the rest - from filming to staging to delivery. Let's stage something great! Find out how to turn empty units into irresistible new homes. More Virtual Leasing and Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-06-06 08:25:49 - Category: Pages - [Realync – Virtual Staging Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/virtual-staging/): Make Every Apartment Feel Like Home - Virtually Our 360 Tours with Virtual Staging turn empty spaces into beautifully staged visuals that help renters picture their future faster. Request a Demo Show Off Your Space Without the Setup, Stress, or… ------------------------- # Realync – Realync Studios Subpage > Offload Apartment Marketing Video Creation to the Experts Realync Studios handles the shoot, edit, and upload, so your leasing team can focus on closing more leases. Request a Demo Build Your Video Library Without Lifting a Finger Great apartment marketing… Full Content: Offload Apartment Marketing Video Creation to the Experts Realync Studios handles the shoot, edit, and upload, so your leasing team can focus on closing more leases. Request a Demo Build Your Video Library Without Lifting a Finger Great apartment marketing videos sell - but producing them takes time your team doesn't have. Realync Studios gives you high-impact property videos without the hassle. Our pros handle every step, from filming to publishing, so you can focus on converting leads, not creating content. Let Realync Studios Do the Heavy Lifting Say goodbye to juggling vendors, schedules, and editing software. Realync Studios takes care of the full production process, delivering polished apartment marketing videos that look great and impress renters. Every shoot is seamless. Every video is ready to roll. What really surprised me about Reelink is that I brought them a pretty big challenge because we are a hundred percent virtual on our office staff, especially for our sales staff. We don't have boots on the ground at every property and community. So shooting video seemed like, well, maybe we'd get a couple times a year or we'd be wholly reliant on our service team, and they already have enough on their plates. The phenomenal team at Reelink got back to me and said, Elizabeth, we're going to create Reelink Studios, and we're going to shoot videos for you and your team to use. Hear from Elizabeth Williams, Director of Marketing at Tricap, as she shares how Realync helped support their fully virtual leasing team by launching Realync Studios to create high-quality videos across their portfolio. Get the Full Story Free Up Your Leasing Team Your leasing agents have a lot on their plates. They should be building relationships - not learning how to film and edit videos. With Realync Studios, your team can focus on follow-ups and closing leases, while our pros handle the apartment video content. Centralize and Scale Your Apartment Marketing Video Strategy All of your finished videos live in your Realync content library, ready to use and share. Whether you're embedding videos on your website, adding them to follow-up emails, or sharing them on social media, it's easy to scale your marketing strategy across every property. "Realync made it easy to connect with prospective renters overseas, even across time zones. It smoothed their transition and helped us close the lease. I credit this lease entirely to Realync!" - Carla Young, Property Management Professional at Aldon Management View Success Story Make a Bigger Impact, Faster With Your Virtual Tours Properties using Realync Studios lease units faster thanks to professionally produced, renter-ready video content. Let us help you stand out - and move prospects from viewing to signing in less time. See for yourself! More Virtual Leasing and Property Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-06-04 08:56:17 - Category: Pages - [Realync – Realync Studios Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/realync-studios/): Offload Apartment Marketing Video Creation to the Experts Realync Studios handles the shoot, edit, and upload, so your leasing team can focus on closing more leases. Request a Demo Build Your Video Library Without Lifting a Finger Great apartment marketing… ------------------------- # Realync – Live Video Tours Subpage > Tour Anytime, From Anywhere Live Video Tours give your prospective renters a real-time look at your property -without the pressure of being there in person. Request a Demo Touring in person isn't always easy. Whether a prospective renter lives out… Full Content: Tour Anytime, From Anywhere Live Video Tours give your prospective renters a real-time look at your property -without the pressure of being there in person. Request a Demo Touring in person isn't always easy. Whether a prospective renter lives out of town or just can't visit during business hours, scheduling an in-person tour can slow things down. Realync's Live Video Tours give leasing teams a faster, more flexible way to connect. Guide prospects through the property in real time, answer questions on the spot, and keep the leasing process moving - no matter where your prospect is. Make Leasing Personal - Without Being In Person Live Video Tours bring a personal touch to virtual leasing. Walk the property on your phone or hop on a quick screen-share from your desk - adapting the tour to whatever works best for your prospective renter is easy. Real-time connection, no travel required! Live Video Apartment Tours for Leasing Renters deserve more than generic video platforms. Live Video Tours include features designed to streamline virtual tours and keep you WCAG (Web Content Accessibility Guidelines) compliant. Your team can easily show community amenities, share floor plans, and answer questions as they arise. You can even bring in pre-recorded videos to enhance the conversation. Plus, every session is automatically recorded, making follow-up a breeze. "The instant feedback from each Live Video Tour is allowing us to pinpoint exactly where our agents can improve and where we can provide targeted training." - Shenelle Neblett, Senior Learning & Development Manager at Zidan Management Request a Demo AI-Driven Insights Drive Leasing Performance Live Video Intelligence gives you AI-driven insights into every live video apartment tour. Understand how prospective residents are engaging, how your team is performing, and what topics drive conversions. Think of it as a built-in market analyst and leasing agent coach that helps you close more leases, faster! Enhance Your Video Workflow With AI Elevate your content and streamline your creation process with powerful AI-driven tools. Video Quality Score: Automatically analyze and rate the visual quality of your videos to ensure you always use the best shots. Photo Extraction: Let AI pull high-resolution still images from your video footage without sacrificing quality. Voice Translation: Instantly translate and add audio to your live video apartment tours to reach a global audience. Ready to level up your leasing strategy with virtual tours? Request a personalized demo of Realync today to get started! More Virtual Leasing and Video Tools and Insights [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-06-10 10:04:47 - Category: Pages - [Realync – Live Video Tours Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/live-video-tours/): Tour Anytime, From Anywhere Live Video Tours give your prospective renters a real-time look at your property -without the pressure of being there in person. Request a Demo Touring in person isn't always easy. Whether a prospective renter lives out… ------------------------- # Realync – Virtual Self-Guided Tours Subpage > Capture Attention the Moment Prospects Land on Your Website Let prospects explore your community anytime with interactive, virtual self-guided video tours that work while your team's off the clock. Request a Demo Turn Browsers Into Renters - Day or Night… Full Content: Capture Attention the Moment Prospects Land on Your Website Let prospects explore your community anytime with interactive, virtual self-guided video tours that work while your team's off the clock. Request a Demo Turn Browsers Into Renters - Day or Night Renters expect answers immediately and don't want to wait around for scheduled in-person tours. With Realync, your property tours are available 24/7. Prospects can virtually explore your community at their own pace, on their terms. Realync's Virtual Self-Guided Video Tours are an easy, interactive way to engage prospects, capture leads, and turn browsers into leasers - no matter the time of day. Welcome to the Accolade in Seattle, Washington. My name is Aaron. This is my coworker Nick. We are located just five minutes away from the University of Washington. Let Renters Tour on Their Time Offer on-demand tours 24/7 - no scheduling or staff required. Let prospective renters virtually explore what matters most to them with choose-your-own-path video options. Show off your space online and let your leasing team focus on building authentic connections with renters. Make Your Website Do the Heavy Lifting Embed virtual self-guided apartment video tours directly on your website - just like a chatbot. Showcase your team's personality and build trust with prospects from the first click. Keep renters engaged with a modern, interactive tour experience that's available whenever they are. This is our fitness center. We have a wide variety of room for our residents to use throughout the day. It's also open to them twenty four seven. They can work out their own. Convert Views Into Leases Capture qualified leads directly from tour engagement. Guide prospects down a virtual leasing journey with a personal, modern approach that helps them see the value of your community. Turn casual website visits into signed leases - all from the comfort of their couch. "Our onsite teams love offering both in-person and video tours. It lets them meet each renter where they are. Now that we have video touring, there's no going back. Virtual leasing isn't a bonus anymore - it's expected." - Irini Boeder, Vice President of Marketing at Willow Bridge View Success Story Self-Guided Apartment Tour FAQs What are Virtual Self-Guided Video Tours, and how do they work? Realync's Virtual Self-Guided Video Tours allow prospects to explore your property independently, anytime they wish. Embedded directly into your website (similar to a chatbot), this tour technology is powered by Realync's Pre-Recorded Videos, giving prospects an interactive, personalized viewing experience. Do I need Realync Studios to use Virtual Self-Guided Video Tours? No, Virtual Self-Guided Video Tours are an add-on feature but do not require the Realync Studios service. You would connect Virtual Self-Guided Video Tours with your existing Realync Pre-Recorded Videos to enhance your property's leasing process without needing extra production services. Where are Virtual Self-Guided Video Tours placed on my website? The Virtual Self-Guided Video Tour widget is seamlessly embedded into your website, much like where a chatbot would appear. This makes it easy for prospects to access virtual tours directly while browsing your site, leading to more engaged and informed prospective residents. Turn Website Visitors Into Leases - Anytime, Anywhere Contact us to see how Realync's self-guided tours work to help you capture leads and close more leases around the clock. More Virtual Leasing and Property Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-05-19 10:37:36 - Category: Pages - [Realync – Virtual Self-Guided Tours Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/self-guided-apartment-tours/): Capture Attention the Moment Prospects Land on Your Website Let prospects explore your community anytime with interactive, virtual self-guided video tours that work while your team's off the clock. Request a Demo Turn Browsers Into Renters - Day or Night… ------------------------- # Realync – Photo Extraction Subpage > Multifamily Photo Extraction:How To Turn One Video Into Countless Assets Instantly generate high-quality images from your Realync videos - no extra tools, edits, or costs required. Request a Demo Get More Media and Leases, Without More Spend Your budget is… Full Content: Multifamily Photo Extraction:How To Turn One Video Into Countless Assets Instantly generate high-quality images from your Realync videos - no extra tools, edits, or costs required. Request a Demo Get More Media and Leases, Without More Spend Your budget is tight, and capturing both photos and video can double your spend. Realync's Photo Extraction eliminates the need for extra photography by turning your existing videos into high-quality images. Save time, cut costs, and simplify your tech stack so your team can share stunning photos faster, close leases sooner, and keep the focus on what matters most: building relationships and securing leases. Extract Unit-Level Photos at Scale With AI Instantly convert videos into high-quality still images, with no additional cost. Perfect for multifamily, Photo Extraction is built right into the Realync platform, so you don't need any third-party tools. Repurpose your existing video content to create professional photos without spending extra time or money. Simplify Your Tech Stack and Save Time Manage photos, videos, and 360 tours all in one place. Eliminate the hassle of juggling multiple tools or dealing with photographers. Reduce costs while easily repurposing content for social media, follow-up emails, and marketing campaigns. Create Dynamic Media Formats Without the Extra Effort Elevate your marketing with high-quality, unit-level photos that enhance engagement and drive conversions. Build your marketing library without adding to your team's workload. Built for multifamily, Photo Extraction makes it simple to turn videos into valuable assets that deliver results. "We recognized the need to connect with prospects where they are by providing engaging video content that showcases our communities. To achieve this, we needed a convenient, engaging, and seamless solution. That's why we partnered with Realync - to elevate our marketing efforts and enhance our website's visual appeal." - Nora Felsberg, Senior Marketing Coordinator at Elme Communities View Success Story Ready to turn your videos into high-quality photos? Get started with Realync today! More Virtual Leasing and Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-05-20 14:43:37 - Category: Pages - [Realync – Photo Extraction Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/photo-extraction/): Multifamily Photo Extraction:How To Turn One Video Into Countless Assets Instantly generate high-quality images from your Realync videos - no extra tools, edits, or costs required. Request a Demo Get More Media and Leases, Without More Spend Your budget is… ------------------------- # Realync – 360 Tours Subpage > Scalable Virtual Tours, Done for You Let us handle the logistics of creating high-impact 360 tours, so your team can focus on what they do best - leasing and building relationships. Request a Demo Smarter Tours. Less Work. Creating 360… Full Content: Scalable Virtual Tours, Done for You Let us handle the logistics of creating high-impact 360 tours, so your team can focus on what they do best - leasing and building relationships. Request a Demo Smarter Tours. Less Work. Creating 360 virtual tours for apartments shouldn't drain your time or budget. Traditional videographers can be a costly issue, and DIY options often fall short of expectations. With 360 Tours, our expert team handles the creation of immersive, high-quality tours for you - allowing your team to focus on creating memorable experiences for residents and delivering valuable content about your community. Scale Unit-Level Tours With Ease Easily share immersive 360-degree tours of your units across site maps, ILS listings, and chat tools. Let your content do the heavy lifting while your team focuses on closing deals and building lasting relationships. Simplify Your Virtual Tour Tech Manage all your virtual tours from one central platform. Eliminate the hassle of juggling multiple tools and vendors, and keep your leasing strategy moving forward - without the tech headaches. Request a Demo Create Experiences That Stand Out Today's renters demand flexibility - give them the ability to explore your properties anytime with engaging, self-guided 360 tours. Personalize the experience without adding extra steps, and make a lasting impression that turns lookers into leasers. "Realync is a crucial tool for us. It's allowed us to capture leases. We can't do hard hat tours, so using Realync helped us highlight key aspects of the property and show them to future residents." - Ana Garcia, Leasing Consultant at BH Management View Success Story Let's Make Your Apartment Tours Unforgettable. Contact us to learn how 360 Tours can enhance your property's virtual presence. More Virtual Leasing and Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-05-15 15:28:04 - Category: Pages - [Realync – 360 Tours Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/360-tours/): Scalable Virtual Tours, Done for You Let us handle the logistics of creating high-impact 360 tours, so your team can focus on what they do best - leasing and building relationships. Request a Demo Smarter Tours. Less Work. Creating 360… ------------------------- # Realync – Pre-Recorded Videos Subpage > Lights, Camera, Lease! Win over prospects and wow residents with personalized videos that showcase your property, team, and community updates. Request a Demo Connect Faster With Videos That Sticks Leasing teams have a lot on their plates - don't let… Full Content: Lights, Camera, Lease! Win over prospects and wow residents with personalized videos that showcase your property, team, and community updates. Request a Demo Connect Faster With Videos That Sticks Leasing teams have a lot on their plates - don't let cold follow-ups or repetitive maintenance questions slow them down. Realync's Pre-Recorded Videos make it easy to create personalized apartment tours, welcome messages, tutorials, and updates that engage renters from first click to move-out. It's a simple way to stand out, accelerate leasing, and keep residents happy. Hi, and thank you for joining us today at eighty two hundred Wisconsin Apartments, one of Alden's premier high rise communities located in Bethesda, Maryland. I'm Carla, and today we will be taking a look at our feature one bedroom, one bath apartment fifteen o two that is currently available. And together, we will experience what it means to call Alden home. Come on in. Begin each morning with a hot cup of coffee or tea as you engage in your Zoom meetings, virtual learning, or online shopping, and our gourmet upgraded kitchen complete with breakfast nook ideal for banquettes or dinette sets. Choosing what to wear couldn't be easier than with our spacious, organized walk in closets. Easily accessible through your bedroom or your bed. End your day with a relaxing yoga session right in the middle of your living room. Just one of the many perks you'll find by being a resident of e two hundred Wisconsin. Click on the link above and apply today. It all starts with you. Create Videos That Feel Personal Record, edit, and share custom video content from your phone or desktop in just a few clicks. Add captions, voiceovers, music, and CTAs to make every video feel tailored to your audience. Build a more memorable apartment search experience for prospective renters and keep your property top of mind. Share Maintenance How-To Videos Stop the ticket flood with quick, easy-to-create how-to videos for common renter fixes. Help residents resolve issues like tripped breakers or stuck disposals - fast. Free up your team's time while keeping renters informed, empowered, and satisfied. Disposal reset button is on the bottom part of it on the side. Typically, it's a little red button that you can push in. Sometimes you'll see it on this side, depends on how they did it in construction. But, if there is a problem, it will be pushed out. All you need to do is push it in and your disposal will work again. Different types that we have here, this one, you just push in, the battery just pulls right out, put the new battery in place, and just close it right back up. You can reinstall the smoke detector, and it will be good to go. Hi. I'm Dave from maintenance department, and today I'm talking about your thermostat. Sometimes if you're having trouble maintaining the temperature, sometimes the schedule can be going. What you want to do, press up or down, set the temperature where you want, press hold. That overrides any schedule that's on there, and you should be good to go. Hey, you. Yeah. You. Remember me? Why haven't you applied yet? You loved it here. You must have forgotten how great our kitchens look. Let me remind You have to remember our chef inspired kitchen. Look at your quartz countertops, gas stove with cooktop griddle that makes the best pancakes, and you even have a gold light pendant right above your island. This is what you fell in love with. Use Video Content in Follow-Up Emails Follow up with personalized video messages after in-person tours to re-engage potential residents while your property is still fresh in their mind. Stand out in a crowded inbox and move more renters from interest to signed lease. "My team tackles issues quickly by using the Realync platform. They spend just 10 minutes recording solution videos, saving significant resources in the long run. It's a time-saving strategy that pays off!" - Ben Daniels, Service Supervisor at Watermark Residential View Success Story Ready to make your leasing process more personal and efficient? Get started with Realync's Pre-Recorded Videos today! More Virtual Leasing and Video Tools [dynamic_resources_rows topic="video-strategy"] Important notes: - Published on: 2025-05-14 15:23:51 - Category: Pages - [Realync – Pre-Recorded Videos Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/pre-recorded-videos/): Lights, Camera, Lease! Win over prospects and wow residents with personalized videos that showcase your property, team, and community updates. Request a Demo Connect Faster With Videos That Sticks Leasing teams have a lot on their plates - don't let… ------------------------- # Realync Mid-Funnel Drip – Live Video Intelligence LP > Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo Smarter Conversations. Faster Leases.Happier Leasing Agents. Corporate teams often struggle to measure how well leasing agents connect… Full Content: Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo Smarter Conversations. Faster Leases.Happier Leasing Agents. Corporate teams often struggle to measure how well leasing agents connect with prospects during live virtual tours. Without artificial intelligence-driven insights, identifying skill gaps and delivering targeted training is a guessing game - costing time, leases, and revenue. Live Video Intelligence makes it so that never happens. With instant feedback and AI-driven coaching, agents can perfect their approach and follow-up, build better prospect relationships, and drive more signed leases. How Live Video Intelligence Helps You Improve Agent Performance Analyze conversations, guide engagement, and enable targeted coaching to boost consistency and leasing success. Streamline Follow-Up & Save Time Generate action items, highlight key moments, and eliminate manual note-taking to accelerate timely, personalized follow-ups. Gain Visibility & Lead the Market Uncover renter trends, monitor compliance, and gain portfolio-wide insights to guide strategy and outperform competitors. Don't let opportunities slip through the cracks. With intelligent video analysis you can count on, your leasing agents will stay organized, responsive, and ready to close deals! Talk to an Expert Today Turn leasing agents into virtual leasing MVPs with Live Video Intelligence insights. Decode the emotional tone of discussions, identifying positive, negative, and neutral feedback. Pivot your team's approach and address improvements in their follow-ups and future tours. Gauge engagement levels, ensuring a balanced discussion that builds trust and moves leases forward. Save time and close more leases with smarter follow-ups. Get actionable insights based on key discussion points, ensuring agents never miss a follow-up opportunity. Ditch the notepad and stay in the moment - no more scribbling notes while touring.  Highlight what mattered most to the prospect, making follow-ups more personalized, relevant, and effective. "Live Video Intelligence is going to be a game-changer for our team! The instant feedback from each Live Video Tour is allowing us to pinpoint exactly where our agents can improve and where we can provide targeted training. This feature is going to take our agent performance to the next level, ensuring that every interaction with a prospect is more effective, engaging, and ultimately leads to more leases being closed." Shenelle Neblett Senior Learning & Development Manager Zidan Management Get real-time intelligence analytics and outpace market demands. View a detailed analysis of every Live Video Tour, highlighting key topics discussed and prospect engagement. Uncover trends in renter preferences, helping you fine-tune marketing strategies and investment decisions. Give your managers portfolio-wide visibility, allowing them to identify best practices, address performance gaps, and replicate winning strategies across teams. No more guessing what prospects are thinking. Ever wonder how prospects really feel during a tour? Of course you have - it's par for the course! Using AI-driven insights, Live Video Intelligence delivers a Sentiments Summary to help you: Gauge the emotional tone of discussions. Identify positive, negative, and neutral feedback. Recognize what matters most to each prospect. Analytics and Insights That Strengthen Compliance and Reduce Risk Live Video Intelligence addresses your need for enhanced compliance monitoring and knowledge verification, ensuring all leasing agents adhere to Fair Housing and WCAG (Web Content Accessibility Guidelines) compliance regulations. Learn More Find out how Live Video Intelligence can help you streamline follow-ups and close leases faster. Important notes: - Published on: 2025-11-25 12:29:09 - Category: Pages - [Realync Mid-Funnel Drip – Live Video Intelligence LP](https://gracehill.com/realync-live-video-intelligence/): Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo Smarter Conversations. Faster Leases.Happier Leasing Agents. Corporate teams often struggle to measure how well leasing agents connect… ------------------------- # Realync – Live Video Intelligence Subpage > Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo Wanna know how your agents truly perform on live virtual tours? Is it a guessing game identifying… Full Content: Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo Wanna know how your agents truly perform on live virtual tours? Is it a guessing game identifying training plans? Realync's new innovation, live video intelligence, is redefining virtual leasing. This AI innovation helps teams sharpen communication and engagement while turning every tour into a conversion machine. With instant feedback and AI driven coaching, agents can perfect their approach and follow-up, build better prospect relationships, and drive more signed leases. Here's how it works. AI analyzes your agents' live video tours. It decodes the emotional tone of discussions, identifies positive, negative, and neutral feedback. Plus, our AI gauges engagement levels ensuring a balanced discussion that builds trust and moves leases forward. Furthermore, live video intelligence arms leasing agents with action items based on key discussion points ensuring agents never miss a follow-up opportunity. Ready to redefine your virtual leasing strategy with live video intelligence? Now it's possible. Only at Grace Hill. Smarter Conversations. Faster Leases.Happier Leasing Agents. Corporate teams often struggle to measure how well leasing agents connect with prospects during live virtual tours. Without artificial intelligence-driven insights, identifying skill gaps and delivering targeted training is a guessing game - costing time, leases, and revenue. Now, with Live Video Intelligence feedback is built into the leasing process. With instant guidance and AI-driven coaching, agents can perfect their approach and follow-up, build better prospect relationships, and drive more signed leases. How Live Video Intelligence Helps You Improve Agent Performance Analyze conversations, guide engagement, and enable targeted coaching to boost consistency and leasing success. Streamline Follow-Up & Save Time Generate action items, highlight key moments, and eliminate manual note-taking to accelerate timely, personalized follow-ups. Gain Visibility & Lead the Market Uncover renter trends, monitor compliance, and gain portfolio-wide insights to guide strategy and outperform competitors. Don't let opportunities slip through the cracks. With intelligent video analysis you can count on, your leasing agents will stay organized, responsive, and ready to close deals! Talk to an Expert Today Turn leasing agents into virtual leasing MVPs with Live Video Intelligence insights. Decode the emotional tone of discussions, identifying positive, negative, and neutral feedback. Pivot your team's approach and address improvements in their follow-ups and future tours. Gauge engagement levels, ensuring a balanced discussion that builds trust and moves leases forward. Save time and close more leases with smarter follow-ups. Get actionable insights based on key discussion points, ensuring agents never miss a follow-up opportunity. Ditch the notepad and stay in the moment - no more scribbling notes while touring.  Highlight what mattered most to the prospect, making follow-ups more personalized, relevant, and effective. "Live Video Intelligence is going to be a game-changer for our team! The instant feedback from each Live Video Tour is allowing us to pinpoint exactly where our agents can improve and where we can provide targeted training. This feature is going to take our agent performance to the next level, ensuring that every interaction with a prospect is more effective, engaging, and ultimately leads to more leases being closed." Shenelle Neblett Senior Learning & Development Manager Zidan Management Get real-time intelligence analytics and outpace market demands. View a detailed analysis of every Live Video Tour, highlighting key topics discussed and prospect engagement. Uncover trends in renter preferences, helping you fine-tune marketing strategies and investment decisions. Give your managers portfolio-wide visibility, allowing them to identify best practices, address performance gaps, and replicate winning strategies across teams. No more guessing what prospects are thinking. Ever wonder how prospects really feel during a tour? Of course you have - it's par for the course! Using AI-driven insights, Live Video Intelligence delivers a Sentiments Summary to help you: Gauge the emotional tone of discussions. Identify positive, negative, and neutral feedback. Recognize what matters most to each prospect. Analytics and Insights That Strengthen Compliance and Reduce Risk Live Video Intelligence addresses your need for enhanced compliance monitoring and knowledge verification, ensuring all leasing agents adhere to Fair Housing and WCAG (Web Content Accessibility Guidelines) compliance regulations. Learn More Live Video Intelligence FAQs What is Live Video Intelligence? Live Video Intelligence empowers multifamily teams with AI-driven insights to boost leasing performance. This feature analyzes live video interactions to identify what agents are doing well and where they can improve. It also eliminates the need for manual note-taking by automatically documenting conversations, making follow-ups seamless. Plus, managers and stakeholders gain aggregated insights into renter preferences and market trends, helping them stay ahead of the competition. As an added safeguard, corporate teams can monitor compliance with Fair Housing and WCAG regulations, ensuring a fair and consistent leasing experience. How do I access Live Video Intelligence? Realync core users can access this feature by requesting activation from their Client Success Manager. Not a client? Learn more about Realync. What insights does Live Video Intelligence provide? Teams get AI-powered insights into the emotional tone of conversations, detecting positive, negative, and neutral feedback. Live Video Intelligence uses video analytics to assess how leasing agents interact with prospects-revealing communication styles, engagement levels, and tour effectiveness. Plus, it highlights key discussion topics, recommends action items, talk time, and more. Does it analyze live and pre-recorded video tours? Live Video Intelligence analyzes Realync's Live Video Tours only. You can review video analysis and insights from a single tour or multiple tours at once. How does it help leasing teams improve performance? Live Video Intelligence helps leasing teams improve performance by providing AI-driven insights into prospect interactions. It identifies sentiments, feedback, and discussion topics, allowing agents to adjust their approach in real time and refine future communications. With personalized action item recommendations, agents can address concerns more effectively, tailor their follow-ups, and ensure every tour aligns with what matters most to the prospect, ultimately leading to stronger connections and more signed leases. Find out how Live Video Intelligence can help you streamline follow-ups and close leases faster. Important notes: - Published on: 2025-04-23 16:00:33 - Category: Pages - [Realync – Live Video Intelligence Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/live-video-intelligence/): Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo Wanna know how your agents truly perform on live virtual tours? Is it a guessing game identifying… ------------------------- # Realync – Live Video Intelligence Launch Page > Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo What's Realync? Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how well leasing… Full Content: Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo What's Realync? Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how well leasing agents connect with prospects during live virtual tours. Without AI-driven insights, identifying skill gaps and delivering targeted training is a guessing game - costing time, leases, and revenue. Live Video Intelligence makes it so that never happens. With instant feedback and AI-driven coaching, agents can perfect their approach and follow-up, build better prospect relationships, and drive more signed leases. Improve Agent Performance Streamline Follow-Up & Save Time Gain Visibility & Lead the Market Turn agents into virtual leasing MVPs with Live Video Intelligence. Decode the emotional tone of discussions, identifying positive, negative, and neutral feedback. Pivot your team's approach and address improvements in their follow-ups and future tours. Gauge engagement levels, ensuring a balanced discussion that builds trust and moves leases forward. Save time and close more leases with smarter follow-ups. Get action items based on key discussion points, ensuring agents never miss a follow-up opportunity. Ditch the notepad and stay in the moment - no more scribbling notes while touring.  Highlight what mattered most to the prospect, making follow-ups more personalized, relevant, and effective. Get real-time intelligence and outpace market demands. View a detailed analysis of every Live Video Tour, highlighting key topics discussed and prospect engagement. Uncover trends in renter preferences, helping you fine-tune marketing strategies and investment decisions. Give your managers portfolio-wide visibility, allowing them to identify best practices, address performance gaps, and replicate winning strategies across teams. "Live Video Intelligence is going to be a game-changer for our team! The instant feedback from each Live Video Tour is allowing us to pinpoint exactly where our agents can improve and where we can provide targeted training. This feature is going to take our agent performance to the next level, ensuring that every interaction with a prospect is more effective, engaging, and ultimately leads to more leases being closed." - Shenelle Neblett, Senior Learning & Development Manager at Zidan Management Live Video Intelligence FAQs What is Live Video Intelligence? Live Video Intelligence empowers multifamily teams with AI-driven insights to boost leasing performance. This feature analyzes live video interactions to identify what agents are doing well and where they can improve. It also eliminates the need for manual note-taking by automatically documenting conversations, making follow-ups seamless. Plus, managers and stakeholders gain aggregated insights into renter preferences and market trends, helping them stay ahead of the competition. As an added safeguard, corporate teams can monitor compliance with Fair Housing and WCAG regulations, ensuring a fair and consistent leasing experience. How do I access Live Video Intelligence? Realync core users can access this feature by requesting activation from their Client Success Manager. Not a client? Learn more about Realync. What insights does Live Video Intelligence provide? Teams get AI-powered insights into the emotional tone of conversations, detecting positive, negative, and neutral feedback. Live Video Intelligence also analyzes how leasing agents interact with prospects, revealing communication styles, engagement levels, and tour effectiveness. Plus, it highlights key discussion topics, recommends action items, talk time, and more. Does it analyze live and pre-recorded video tours? Live Video Intelligence analyzes Realync's Live Video Tours only. You can review insights from a single tour or multiple tours at once. How does it help leasing teams improve performance? Live Video Intelligence helps leasing teams improve performance by providing AI-driven insights into prospect interactions. It identifies sentiments, feedback, and discussion topics, allowing agents to adjust their approach in real time and refine future communications. With personalized action item recommendations, agents can address concerns more effectively, tailor their follow-ups, and ensure every tour aligns with what matters most to the prospect, ultimately leading to stronger connections and more signed leases. Find out how Live Video Intelligence can help you streamline follow-ups and close leases faster. Important notes: - Published on: 2025-04-10 12:06:53 - Category: Pages - [Realync – Live Video Intelligence Launch Page](https://gracehill.com/live-video-intelligence/): Live Video Intelligence Spot patterns, improve agent performance, and streamline follow-ups with real-time data from your team's live virtual tours. Request a Demo What's Realync? Smarter Conversations. Faster Leases. Happier Agents. Corporate teams often struggle to measure how well leasing… ------------------------- # Realync – Leasing Subpage > Don't Lose Leases to the Competition Without virtual tours and unit-level videos, you're missing out on qualified leads and slowing down your leasing process. Request a Demo Turn Virtual Touchpoints Into Signed Leases - Anywhere, Anytime. Your prospective renters want… Full Content: Don't Lose Leases to the Competition Without virtual tours and unit-level videos, you're missing out on qualified leads and slowing down your leasing process. Request a Demo Turn Virtual Touchpoints Into Signed Leases - Anywhere, Anytime. Your prospective renters want to see your community, but without a virtual leasing option, they might choose another property. We know it can be tough to convince onsite teams to create compelling virtual tours when they say they're too busy, but Realync makes it easy! With Realync, leasing agents can attract more qualified leads, shorten the leasing cycle, and close leases faster. Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours Did you know? Prospects who view Realync videos are 3x more likely to lease! Request a Demo Pre-Recorded and Editing Tools Effortlessly deliver high-quality video apartment tours. Trim, add voiceovers and music, and CTAs for maximum impact. Edit anytime, anywhere - right in the app or web dashboard. AI Tools Snap stunning, unit-level photos that impress prospects. Let AI score your videos - share only the best in seconds. Keep all your media organized and easy to access in one place. Analytics Dashboard Experience the real impact of your media and video tours instantly. Prove ROI with powerful video analytics. Track team performance and uncover winning strategies. Convert More Leases With Live Video Intelligence Live Video Intelligence helps you improve every tour, follow up faster, and close more leases - with less stress. Get insight into how effectively you present the property and respond to renter needs. Automatically generated notes and action items help you respond faster, with the right message at the right time. No more scribbling notes mid-tour. Focus on the prospect while Live Video Intelligence captures the details. With every tour, gain performance feedback to grow your leasing skills and boost your close rate. Video Templates Confidently create high-quality unit video tours. Step-by-step guidance for busy or tech-averse teams. Make video tours in minutes, not hours. Virtual Staging Boost your property's appeal without breaking the budget. Virtually stage spaces - no furniture, no hassle. Create stunning, furnished visuals that help renters picture their new home. Voice Translation Speak your prospect's language. Literally. Translate your video's audio and captions into other languages. Connect with a broader, more diverse audience. Hola, bienvenido a Milema. Soy tu gerente de propiedad, Natasha, y estamos muy emocionados de tenerte. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Realync Studios Live Video Tours Self-Guided Videos 360 Tours Virtual Staging Photo Extraction Analytics Want To Learn Why Leading Property Owners and Managers Trust Realync? Our experts will create a customized video strategy tailored to your challenges and goals. Important notes: - Published on: 2025-03-20 12:01:50 - Category: Pages - [Realync – Leasing Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/leasing/): Don't Lose Leases to the Competition Without virtual tours and unit-level videos, you're missing out on qualified leads and slowing down your leasing process. Request a Demo Turn Virtual Touchpoints Into Signed Leases - Anywhere, Anytime. Your prospective renters want… ------------------------- # Realync – Operations Subpage LP > Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend their valuable time on excessive service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy. Cut work order volume and give… Full Content: Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend their valuable time on excessive service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy. Cut work order volume and give your maintenance team more time for what really matters - high-priority repairs. Minor issues can slow them down, impacting operations and resident satisfaction. With Realync, your team can easily create and share DIY video tutorials, helping residents tackle simple fixes on their own. Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours "Our service team saved 1,100 work orders and 272 hours by using videos to help residents resolve simple issues." Carroll VanHook-Weaver Director of Leasing and Marketing Akara Living Personalized Pre-Recorded Videos Create quick, easy videos to tackle common resident issues. Share helpful move-in tutorials to set residents up for success. Keep residents in the loop with DIY community update videos. Editing and Sharing Tools Edit effortlessly in the app or dashboard to save time. Embed video links for emails, ILSs, and social media with ease. Enhance videos with trims, voiceovers, music, and CTAs. Analytics Dashboard Prove your ROI to justify every penny of video spend. Get instant alerts for your highest-performing videos. Track team performance and pinpoint winning strategies in no time. Voice Translation Cut down service requests with easy-to-follow DIY repair guides. Offer translated maintenance tutorials for residents in any language. Bridge communication gaps between maintenance teams and diverse communities. Hola, bienvenido a Milema. Soy tu gerente de propiedad, Natasha, y estamos muy emocionados de tenerte. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group Want To Learn Why Leading Property Owners and Managers Trust Realync? Our experts will create a customized video strategy tailored to your challenges and goals. Important notes: - Published on: 2025-05-06 12:28:20 - Category: Pages - [Realync – Operations Subpage LP](https://gracehill.com/virtual-leasing-and-video-tools/operations/): Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend their valuable time on excessive service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy. Cut work order volume and give… ------------------------- # Realync – Operations Q2 25 Digital FUP Drip > Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend time on service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy Cut work order volume and give your maintenance team… Full Content: Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend time on service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy Cut work order volume and give your maintenance team more time for what really matters - high-priority repairs. Minor issues can slow them down, impacting operations and resident satisfaction. With Realync, your team can easily create and share DIY video tutorials, helping residents tackle simple fixes on their own! Pre-Recorded Videos Live Video Tours Resident Communication "Our service team saved 1,100 work orders and 272 hours by using videos to help residents resolve simple issues." Carroll VanHook-Weaver Director of Leasing and Marketing Akara Living Personalized Pre-Recorded Videos Create quick, easy videos to tackle common resident issues. Share helpful move-in tutorials to set residents up for success. Keep residents in the loop with DIY community update videos. Editing and Sharing Tools Edit effortlessly in the app or dashboard to save time. Embed video links for emails, ILSs, and social media with ease. Enhance videos with trims, voiceovers, music, and calls to action. Unlock Portfolio-Level Insights With Live Video Intelligence Gain visibility into leasing performance and market demand - without being on every tour. Monitor maintenance interactions without being onsite. Spot trends in renter questions and amenity demand. Identify compliance risks or policy gaps before they become issues. Standardize best practices across your portfolio. Voice Translation Offer translated maintenance tutorials for residents in any language. Bridge communication gaps between maintenance teams and diverse communities. Cut down service requests with easy-to-follow DIY repair guides. "I immediately loved the idea of using how-to videos for maintenance tickets. People are visual learners. For maintenance, being able to show people what I'm talking about is so much more powerful than written lists or documents." Ben Daniels Service Supervisor at Watermark "Our teams use Realync to share important updates with current residents. These videos cover a variety of topics, such as simple maintenance instructions, announcements about property-wide maintenance, introductions to new team members, invitations to resident events, and more!" Debbie Jones VP of Multifamily Operations and Management at Lauth Communities See Why More Multifamily Leaders Choose Realync. Our experts will create a customized video strategy that fits your needs and budget. Important notes: - Published on: 2025-06-03 16:41:19 - Category: Pages - [Realync – Operations Q2 25 Digital FUP Drip](https://gracehill.com/solutions/virtual-leasing-operations/): Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend time on service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy Cut work order volume and give your maintenance team… ------------------------- # Realync – Operations Subpage > Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend time on service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy Cut work order volume and give your maintenance team… Full Content: Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend time on service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy Cut work order volume and give your maintenance team more time for what really matters - high-priority repairs. Minor issues can slow them down, impacting operations and resident satisfaction. With Realync, your team can easily create and share DIY video tutorials, helping residents tackle simple fixes on their own! Pre-Recorded Videos Live Video Tours Resident Communication "Our service team saved 1,100 work orders and 272 hours by using videos to help residents resolve simple issues." Carroll VanHook-Weaver Director of Leasing and Marketing Akara Living Disposal reset button is on the bottom part of it on the side. Typically, it's a little red button that you can push in. Sometimes you'll see it on this side, depends on how they did it in construction. But, if there is a problem, it will be pushed out. All you need to do is push it in and your disposal will work again. Different types that we have here, this one, you just push in, the battery just pulls right out, put the new battery in place, and just close it right back up. You can reinstall the smoke detector, and it will be good to go. Hi. I'm Dave from maintenance department, and today I'm talking about your thermostat. Sometimes if you're having trouble maintaining the temperature, sometimes the schedule can be going. What you want to do, press up or down, set the temperature where you want, press hold. That overrides any schedule that's on there, and you should be good to go. Personalized Pre-Recorded Videos Create quick, easy videos to tackle common resident issues. Share helpful move-in tutorials to set residents up for success. Keep residents in the loop with DIY community update videos. Editing and Sharing Tools Edit effortlessly in the app or dashboard to save time. Embed video links for emails, ILSs, and social media with ease. Enhance videos with trims, voiceovers, music, and calls to action. Unlock Portfolio-Level Insights With Live Video Intelligence Gain visibility into leasing performance and market demand - without being on every tour. Monitor maintenance interactions without being onsite. Spot trends in renter questions and amenity demand. Identify compliance risks or policy gaps before they become issues. Standardize best practices across your portfolio. AI Voice Translation Assistance Offer translated maintenance tutorials for residents in any language. Bridge communication gaps between maintenance teams and diverse communities. Cut down service requests with easy-to-follow DIY repair guides. Hola, bienvenido a Milema. Soy tu gerente de propiedad, Natasha, y estamos muy emocionados de tenerte. "I immediately loved the idea of using how-to videos for maintenance tickets. People are visual learners. For maintenance, being able to show people what I'm talking about is so much more powerful than written lists or documents." Ben Daniels Service Supervisor at Watermark "Our teams use Realync to share important updates with current residents. These videos cover a variety of topics, such as simple maintenance instructions, announcements about property-wide maintenance, introductions to new team members, invitations to resident events, and more!" Debbie Jones VP of Multifamily Operations and Management at Lauth Communities The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Realync Studios Live Video Tours Self-Guided Videos 360 Tours Virtual Staging Photo Extraction Analytics See Why More Multifamily Leaders Choose Realync. Our experts will create a customized video strategy that fits your needs and budget. Important notes: - Published on: 2025-03-20 15:01:36 - Category: Pages - [Realync – Operations Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/operations/): Service Requests Slowing Your Team Down? Your onsite teams shouldn't have to spend time on service requests for simple fixes. Request a Demo Reduce Work Orders While Keeping Your Residents Happy Cut work order volume and give your maintenance team… ------------------------- # Realync – Centralization Q2 25 FUP Drip > Disjointed Leasing Experiences Push Renters Away Overwhelmed renters move on, so make sure your property is the one they choose. Request a Demo Turn Lost Leads Into Signed Leases With Smarter Workflows. Imagine a renter excited about your property only… Full Content: Disjointed Leasing Experiences Push Renters Away Overwhelmed renters move on, so make sure your property is the one they choose. Request a Demo Turn Lost Leads Into Signed Leases With Smarter Workflows. Imagine a renter excited about your property only to be bombarded with emails from different people, conflicting tour schedules, and endless back-and-forth messages. Frustrated and confused, they move on. ​​Leasing teams struggle, too, juggling disconnected tools that slow them down. It doesn't have to be this way! Realync simplifies everything with streamlined processes and communications that convert more leases. Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours All-in-One Platform Built for Multifamily Manage all leasing and resident communication in one spot. Ditch the tool-hopping with a seamless all-in-one platform. Keep teams aligned with centralized workflows. "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group Organized Multi-Media Library Store, manage, and access all your photos, videos, and 360 tours in one powerful hub. Categorize and tag media effortlessly for instant access. Eliminate clutter and confusion with a centralized, organized media system. Live Video Intelligence Will Help You Scale Smarter Empower centralized teams with the insights they need to operate efficiently across multiple properties. Monitor leasing interactions remotely to ensure quality and compliance. Identify trends in renter inquiries to tailor centralized support. Standardize best practices and training across all locations. Reduce the need for onsite oversight, saving time and resources. Pre-Recorded and Editing Tools Scale site-unseen leases with pre-recorded unit video tours. Supercharge videos with trims, voiceovers, music, and CTAs. Streamline edits in the app or web dashboard to send videos quickly and lock in leases. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo Analytics Dashboard Effortlessly measure your videos' impact to maximize results. Get real-time push notifications to focus on what drives engagement. Track performance and uncover strategies that boost conversions. Link Sharing Share video tours, tutorials, and updates with one simple link. Centralize all leasing and resident communication - no more scattered emails. Embed videos into emails, websites, and ILS listings for a seamless experience. The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Ready to simplify and scale with Realync? Contact our team today to get started. Important notes: - Published on: 2025-06-11 10:10:54 - Category: Pages - [Realync – Centralization Q2 25 FUP Drip](https://gracehill.com/solutions/virtual-leasing-centralization/): Disjointed Leasing Experiences Push Renters Away Overwhelmed renters move on, so make sure your property is the one they choose. Request a Demo Turn Lost Leads Into Signed Leases With Smarter Workflows. Imagine a renter excited about your property only… ------------------------- # Realync – Centralization Subpage > Disjointed Leasing Experiences Push Renters Away Overwhelmed renters move on, so make sure your property is the one they choose. Request a Demo Turn Lost Leads Into Signed Leases With Smarter Workflows. Imagine a renter excited about your property only… Full Content: Disjointed Leasing Experiences Push Renters Away Overwhelmed renters move on, so make sure your property is the one they choose. Request a Demo Turn Lost Leads Into Signed Leases With Smarter Workflows. Imagine a renter excited about your property only to be bombarded with emails from different people, conflicting tour schedules, and endless back-and-forth messages. Frustrated and confused, they move on. ​​Leasing teams struggle, too, juggling disconnected tools that slow them down. It doesn't have to be this way! Realync's centralized virtual leasing solutions simplify everything with streamlined processes and unified communications that convert more leases. Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours All-in-One Platform Built for Multifamily Efficency Manage all leasing and resident communication in one spot. Ditch the tool-hopping with a seamless all-in-one platform. Keep teams aligned with centralized workflows. Create a smoother leasing process and better customer experience from first touch to move-in. "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group Organized Multi-Media Library Store, manage, and access all your photos, videos, and 360 tours in one powerful hub. Categorize and tag media effortlessly for instant access. Instantly see which units have videos, 360 tours, or photo galleries - and which don't. Live Video Intelligence Will Help You Scale Smarter Empower centralized teams with the insights they need to operate efficiently and close leases across multiple properties. Monitor leasing interactions remotely to ensure quality and compliance. Identify trends in renter inquiries to tailor centralized support. Standardize best practices and training across all locations. Reduce the need for onsite oversight, saving time and resources. Pre-Recorded and Editing Tools Scale site-unseen leases with pre-recorded unit video tours. Supercharge videos with trims, voiceovers, music, and CTAs. Streamline edits in the app or web dashboard to send videos quickly and lock in leases. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo Analytics Dashboard Effortlessly measure your videos' impact to maximize results. Get real-time push notifications to focus on what drives engagement. Track performance and uncover strategies that improve leasing efficiency and boost conversions. Link Sharing Share video tours, tutorials, and updates with one simple link. Centralize all leasing and resident communication - no more scattered emails. Embed videos into emails, websites, and ILS listings for a seamless experience. The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Realync Studios Live Video Tours Self-Guided Videos 360 Tours Virtual Staging Photo Extraction Analytics Ready to simplify and scale with Realync virtual leasing? Contact our team today to get started. Important notes: - Published on: 2025-03-21 12:49:49 - Category: Pages - [Realync – Centralization Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/centralization/): Disjointed Leasing Experiences Push Renters Away Overwhelmed renters move on, so make sure your property is the one they choose. Request a Demo Turn Lost Leads Into Signed Leases With Smarter Workflows. Imagine a renter excited about your property only… ------------------------- # Q2 25 Realync Virtual Leasing (Marketing) – LinkedIn Ads > Lead-Generating Tools Not Cutting It? Without the right video tools and integrations, your property's website won't capture qualified leads and leases. Request a Demo Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… Full Content: Lead-Generating Tools Not Cutting It? Without the right video tools and integrations, your property's website won't capture qualified leads and leases. Request a Demo Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours "Using Realync virtual tours in our paid ads strategy has helped increase conversions by 145%!" Angie Lombardi Vice President of Marketing Franklin Group Pre-Recorded and Editing Tools Easily create high-quality, pre-recorded unit video tours. Add trims, voiceovers, music, and CTAs for a polished touch. Edit effortlessly on the app or web dashboard. Video Quality Score Let AI ensure every video meets top-quality standards. Spot and fix issues fast with a simple star rating system. Auto-checks for stability, contrast, and brightness mean no more back-and-forth approvals. Custom Branding Make branding updates a breeze for leasing teams. Keep marketing sharp, consistent, and on-brand everywhere. Save time and effort with a seamless update process. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo Analytics Dashboard Get the ROI to back up your video spend. Get instant alerts for your top-performing videos. Track team performance and spot winning strategies fast. Photo Extraction Capture stunning unit photos faster with AI. Cut costs by ditching outside videographers. Share multimedia options with prospects to close deals quicker. Website Integrations Integrate with leading platforms to simplify workflows and automate tasks. Publish and embed video content on your site and ILSs in seconds. Boost engagement, accuracy, and ROI with powerful insights. Voice Translation Speak your prospect's language. Literally. Translate your video's audio and captions into other languages. Connect with a broader, more diverse audience. "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Live Video Tours 360 Tours Photos Professional Videography Self-Guided Videos Virtual Staging Analytics & Integrations Want To Learn Why Leading Property Owners and Managers Trust Realync? Our experts will create a customized video strategy tailored to your challenges and goals. Important notes: - Published on: 2025-03-25 08:52:47 - Category: Pages - [Q2 25 Realync Virtual Leasing (Marketing) – LinkedIn Ads](https://gracehill.com/video-leasing-tools-for-qualified-leads/): Lead-Generating Tools Not Cutting It? Without the right video tools and integrations, your property's website won't capture qualified leads and leases. Request a Demo Flip Frustration Into Results With Videos That Drive Conversions Struggling to stand out in a crowded… ------------------------- # CRE – Meet The Team Sub Page > Meet the Commercial Real Estate Team By partnering with our CRE experts, you gain more than a solution- you gain trusted advisors dedicated to your success. Our commercial real estate experts bring decades of industry experience, helping organizations measure, track,… Full Content: Meet the Commercial Real Estate Team By partnering with our CRE experts, you gain more than a solution- you gain trusted advisors dedicated to your success. Our commercial real estate experts bring decades of industry experience, helping organizations measure, track, and enhance property performance. We work alongside you at every stage, turning insights into meaningful actions that drive real results. Trey Tubbs Vice President of Commercial Growth Trey Tubbs is a results-oriented commercial real estate leader with over 20 years of experience in sales, technology, and strategic partnerships. Trey has a consistent record of exceeding sales goals, managing large accounts, and leading high-performing teams. His experience includes developing digital strategies, implementing SaaS/PropTech solutions, and driving business development for companies like CBRE and PricewaterhouseCoopers. Trey is passionate about building strong client relationships and delivering innovative solutions. Outside of work, you can find Trey outdoors hunting, fishing, or playing sports when he and his wife are not attending their kids' events. Connect on LinkedIn Jen Tindle Vice President of Strategic Insights Jen Tindle leads commercial strategy and plays a pivotal role in driving customer-focused insights across all Grace Hill products.Before joining Grace Hill, she founded All About CRE to close the knowledge gap between CRE and tech professionals. As part of her educational efforts, she writes a popular weekly Substack. Jen was also the founder and CEO of CREx Software, a solutions provider of commercial real estate data integration software for managers and owners.Jen launched her career in CRE at Pennybacker Capital, a private equity real estate firm, where she held a variety of roles, including the creation and leadership of the Data and Analytics team. She started her career at PwC, winning a national award for her CPA scores. Connect on LinkedIn Amy Fisher Commercial Sales Executive Amy Fisher is a Commercial Sales Executive at Grace Hill specializing in KingsleySurveys. She has a proven track record in driving revenue growth through strategic sales and marketing initiatives.Amy's expertise spans commercial real estate, finance, and investments. She has a keen understanding of tenant retention strategies and is well-versed in ESG-R and GRESB standards, demonstrating her commitment to sustainability in the built environment. Amy's strong leadership skills and deep industry knowledge enable her to foster long-term client relationships and deliver exceptional results. Connect on LinkedIn Beth Pierson Commercial Customer Success Manager Beth Pierson is a commercial account manager with over 20 years of experience in the commercial real estate industry. Beth is passionate about her work and has a client-centric approach that allows her to provide comprehensive solutions for clients, ensuring their requirements are met and exceeded. Outside of work, she enjoys playing pickleball and walking her dog, Jinx, around Dallas. She is also a proud mother of two college students, Georgia and Jack. Connect on LinkedIn Becky Barriault Director, Customer Business Services Becky Barriault brings over two decades of operations management expertise to Grace Hill. She excels in driving project success and fostering strong client relationships. Becky leads the interview team, motivating them to achieve project goals through data analysis and strategic decision-making. She collaborates closely with Sales, Customer Success, and Survey teams to ensure seamless project execution. Prior to this role, Becky propelled her customer success team to significant growth in customer retention and revenue. Becky's dedication to customer success and proven ability to resolve issues make her a valuable leader at Grace Hill. Outside of work, Becky enjoys spending time with friends, watching live music, traveling, being outdoors, and cheering on her favorite sports teams. Connect on LinkedIn Kaite Jeffirs Director, Survey Support Services Katie Jeffirs oversees the reporting and analysis for all Grace Hill's KingsleySurveys programs. In her 10 years at Grace Hill, Katie has worked directly with clients to implement and manage their survey programs in Tenant Experience, Resident Experience, and Employee Engagement.  As manager of reporting insights, she knows the keys to customer success across both the commercial and multifamily real estate industries. Prior to joining Grace Hill, Katie held multiple roles in consumer research and revenue analysis and served in the Peace Corps in Albania. Connect on LinkedIn Learn More About Our Solutions Built for Commercial Real Estate Tenant Surveys Employee Surveys Investor Surveys SkillCat Maintenance Training Policies [fl_builder_insert_layout id="42301" type="fl-builder-template"] [fl_builder_insert_layout id="42297" type="fl-builder-template"] [fl_builder_insert_layout id="42308" type="fl-builder-template"] [fl_builder_insert_layout id="42293" type="fl-builder-template"] [fl_builder_insert_layout id="42462" type="fl-builder-template"] Stay Informed With the Latest Industry Insights! Stay ahead of CRE and multifamily trends, best practices, and key insights by subscribing to our monthly LinkedIn newsletter. Written by data expert Jen Tindle, this free resource delivered to your inbox offers actionable strategies to drive business success! Subscribe Now More Commercial Real Estate Tools and Insights [dynamic_resources_rows industry="commercial-real-estate"] Important notes: - Published on: 2025-03-28 13:44:50 - Category: Pages - [CRE – Meet The Team Sub Page](https://gracehill.com/industries/commercial/commercial-real-estate-team/): Meet the Commercial Real Estate Team By partnering with our CRE experts, you gain more than a solution- you gain trusted advisors dedicated to your success. Our commercial real estate experts bring decades of industry experience, helping organizations measure, track,… ------------------------- # Realync – Marketing Subpage > Lead-Generating Tools Not Cutting It? Without the right video marketing tools and integrations, your property's website won't capture qualified leads and leases. Request a Demo Flip Frustration Into Results With Videos That Drive Conversions. Many marketing teams struggle to produce… Full Content: Lead-Generating Tools Not Cutting It? Without the right video marketing tools and integrations, your property's website won't capture qualified leads and leases. Request a Demo Flip Frustration Into Results With Videos That Drive Conversions. Many marketing teams struggle to produce custom-branded videos that effectively showcase properties and drive results. Now, there's a solution that turns these struggles into success. Realync equips onsite teams with powerful multifamily marketing video tools to create scalable, unit-level media that highlights your properties and captures qualified leads. With real-time analytics, you can track performance instantly and zoom in on the videos that drive lease conversions. Pre-Recorded Videos Live Video Tours 360 Tours Self-Guided Tours "Using Realync virtual tours in our paid ads strategy has helped increase conversions by 145%!" Angie Lombardi Vice President of Marketing Franklin Group Pre-Recorded and Editing Tools Easily create high-quality, pre-recorded unit video tours. Add trims, voiceovers, music, and CTAs for a polished touch. Edit effortlessly on the app or web dashboard. Video Quality Score Let AI ensure every video meets top-quality standards. Spot and fix issues fast with a simple star rating system. Auto-checks for stability, contrast, and brightness mean no more back-and-forth approvals. Improve Apartment Marketing ROI With Live Video Intelligence Understand what prospective renters care about most - so you can create marketing campaigns that truly connect. Gain clarity on which property amenities and features captivate prospects, allowing you to spotlight them in your campaigns. Leverage insights into common questions and concerns to craft compelling, targeted content that addresses renter needs. Use aggregated data to identify trends and adjust your marketing strategies for maximum impact and ROI. Bridge the gap between marketing and leasing teams with shared insights, ensuring a cohesive approach to attracting and converting leads. Custom Branding Make branding updates a breeze for leasing agents. Keep marketing sharp, consistent, and on-brand everywhere. Save time and effort with a seamless update process. Analytics Dashboard Get the ROI to back up your video spend. Get instant alerts for your top-performing videos. Track team performance and spot winning strategies fast. Photo Extraction Capture stunning unit photos faster with AI. Cut costs by ditching outside videographers. Share multimedia options with prospects to close deals quicker. Website Integrations Integrate with leading platforms to simplify workflows and automate tasks. Publish and embed video content on your site and ILSs in seconds. Boost engagement, accuracy, and ROI with powerful insights. Voice Translation Speak your prospect's language. Literally. Translate your video's audio and captions into other languages. Connect with a broader, more diverse audience. Hola, bienvenido a Milema. Soy tu gerente de propiedad, Natasha, y estamos muy emocionados de tenerte. Pressed for Time? Our videographers will record, edit, and publish pre-recorded videos and 360 tours, saving you time and effort. Request a Demo "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group The Complete Virtual Suite for Multifamily Marketing Teams Pre-Recorded Video Realync Studios Live Video Tours Self-Guided Videos 360 Tours Virtual Staging Photo Extraction Analytics Want To Learn Why Leading Property Owners and Property Management Teams Trust Realync? Our experts will create a customized video strategy tailored to your challenges and goals. Important notes: - Published on: 2025-03-20 12:15:31 - Category: Pages - [Realync – Marketing Subpage](https://gracehill.com/solutions/virtual-leasing-and-video-tools/marketing/): Lead-Generating Tools Not Cutting It? Without the right video marketing tools and integrations, your property's website won't capture qualified leads and leases. Request a Demo Flip Frustration Into Results With Videos That Drive Conversions. Many marketing teams struggle to produce… ------------------------- # HelloData CSM Referral Internal > HelloData.ai Analyze data in real-time with HelloData, the automated market analysis platform for the multifamily industry. Fill out the form below to submit a referral for HelloData Learn More About Grace Hill's Full Suite of Solutions Training The leading learning… Full Content: HelloData.ai Analyze data in real-time with HelloData, the automated market analysis platform for the multifamily industry. Fill out the form below to submit a referral for HelloData Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team & reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CEC's Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2025-12-10 17:20:21 - Category: Pages - [HelloData CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/hellodata/): HelloData.ai Analyze data in real-time with HelloData, the automated market analysis platform for the multifamily industry. Fill out the form below to submit a referral for HelloData Learn More About Grace Hill's Full Suite of Solutions Training The leading learning… ------------------------- # HelloData Referral Internal > HelloData.ai Analyze data in real-time with HelloData, the automated market analysis platform for the multifamily industry. Fill out the form below to submit a referral for HelloData Learn More About Grace Hill's Full Suite of Solutions Training The leading learning… Full Content: HelloData.ai Analyze data in real-time with HelloData, the automated market analysis platform for the multifamily industry. Fill out the form below to submit a referral for HelloData Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team & reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CEC's Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2025-05-28 16:34:22 - Category: Pages - [HelloData Referral Internal](https://gracehill.com/solutions/internal-referral-hellodata/): HelloData.ai Analyze data in real-time with HelloData, the automated market analysis platform for the multifamily industry. Fill out the form below to submit a referral for HelloData Learn More About Grace Hill's Full Suite of Solutions Training The leading learning… ------------------------- # Realync Referral Internal > Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Submit a Referral Fill out the form below to submit an internal referral for Realync FAQs About Realync Who… Full Content: Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Submit a Referral Fill out the form below to submit an internal referral for Realync FAQs About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What if my onsite teams are too busy to create video content? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. What type of videos do leasing teams create? Clients create videos of property units, amenities, maintenance tutorials, resident events, post-tour follow-ups, and more. Your dedicated client success team member will provide additional video ideas, tips, and resources. How do folks measure success with video and virtual tours? Every property has unique goals, whether it's increasing leasing activity, improving engagement, or reaching new prospects. Our tool helps clients measure success with video by tracking a variety of key metrics, such as the number of views, signed leases, and qualifying leads. In addition, clients can monitor clicks, engagement rates, and conversion statistics to understand how their virtual tours are performing. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. Does Realync offer 360 tours? Yes, we offer 360 virtual tours. This interactive, click-through video tour allows viewers to explore every angle of a property at their own pace. By simply clicking on different areas of the screen, prospects can virtually walk through rooms, view key features, and get a true sense of the space - just like they're there in person. Learn more about 360 virtual tours. Can leasing teams create their own 360 Tours? No, 360 Tours are available exclusively through our Realync Studios offering. This is an add-on service where we create immersive virtual tours for your property, freeing up your team to focus on building relationships with residents and prospects. Does Realync offer live video tours? Yes, our live video tour offering lets you connect with renters in real time, providing them with an interactive tour of your property. Through a secure, private link, they can view the space as you walk them through it, ask questions, and get instant answers - all while ensuring their safety and privacy. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team & reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CEC's Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2026-04-16 22:48:44 - Category: Pages - [Realync Referral Internal](https://gracehill.com/internal-referral/realync/): Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Submit a Referral Fill out the form below to submit an internal referral for Realync FAQs About Realync Who… ------------------------- # Realync CSM Referral Internal > Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Fill out the form below to submit a referral for Realync FAQs About Realync Who uses… Full Content: Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Fill out the form below to submit a referral for Realync FAQs About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What if my onsite teams are too busy to create video content? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. What type of videos do leasing teams create? Clients create videos of property units, amenities, maintenance tutorials, resident events, post-tour follow-ups, and more. Your dedicated client success team member will provide additional video ideas, tips, and resources. How do folks measure success with video and virtual tours? Every property has unique goals, whether it's increasing leasing activity, improving engagement, or reaching new prospects. Our tool helps clients measure success with video by tracking a variety of key metrics, such as the number of views, signed leases, and qualifying leads. In addition, clients can monitor clicks, engagement rates, and conversion statistics to understand how their virtual tours are performing. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. Does Realync offer 360 tours? Yes, we offer 360 virtual tours. This interactive, click-through video tour allows viewers to explore every angle of a property at their own pace. By simply clicking on different areas of the screen, prospects can virtually walk through rooms, view key features, and get a true sense of the space - just like they're there in person. Learn more about 360 virtual tours. Can leasing teams create their own 360 Tours? No, 360 Tours are available exclusively through our Realync Studios offering. This is an add-on service where we create immersive virtual tours for your property, freeing up your team to focus on building relationships with residents and prospects. Does Realync offer live video tours? Yes, our live video tour offering lets you connect with renters in real time, providing them with an interactive tour of your property. Through a secure, private link, they can view the space as you walk them through it, ask questions, and get instant answers - all while ensuring their safety and privacy. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team & reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CEC's Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2025-12-10 17:42:21 - Category: Pages - [Realync CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/realync/): Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Fill out the form below to submit a referral for Realync FAQs About Realync Who uses… ------------------------- # Realync Referral Internal > Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Fill out the form below to submit a referral for Realync FAQs About Realync Who uses… Full Content: Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Fill out the form below to submit a referral for Realync FAQs About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What if my onsite teams are too busy to create video content? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. What type of videos do leasing teams create? Clients create videos of property units, amenities, maintenance tutorials, resident events, post-tour follow-ups, and more. Your dedicated client success team member will provide additional video ideas, tips, and resources. How do folks measure success with video and virtual tours? Every property has unique goals, whether it's increasing leasing activity, improving engagement, or reaching new prospects. Our tool helps clients measure success with video by tracking a variety of key metrics, such as the number of views, signed leases, and qualifying leads. In addition, clients can monitor clicks, engagement rates, and conversion statistics to understand how their virtual tours are performing. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. Does Realync offer 360 tours? Yes, we offer 360 virtual tours. This interactive, click-through video tour allows viewers to explore every angle of a property at their own pace. By simply clicking on different areas of the screen, prospects can virtually walk through rooms, view key features, and get a true sense of the space - just like they're there in person. Learn more about 360 virtual tours. Can leasing teams create their own 360 Tours? No, 360 Tours are available exclusively through our Realync Studios offering. This is an add-on service where we create immersive virtual tours for your property, freeing up your team to focus on building relationships with residents and prospects. Does Realync offer live video tours? Yes, our live video tour offering lets you connect with renters in real time, providing them with an interactive tour of your property. Through a secure, private link, they can view the space as you walk them through it, ask questions, and get instant answers - all while ensuring their safety and privacy. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team & reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CEC's Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2025-05-28 15:52:24 - Category: Pages - [Realync Referral Internal](https://gracehill.com/solutions/internal-referral-realync/): Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo Fill out the form below to submit a referral for Realync FAQs About Realync Who uses… ------------------------- # Solutions – Realync > Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo With Realync, prospects are 47% more likely to lease. Onsite teams using Realync reduced tour time… Full Content: Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo With Realync, prospects are 47% more likely to lease. Onsite teams using Realync reduced tour time by 58%. Clients experienced reducedvacancy loss by 5-11 Days. Close Leases From Anywhere and Win Over Residents Today's residents want to see your real, authentic community. They want details and personalization, but also want transparency and expect convenience. That's why we created the first all in one video solution built specifically for multifamily. Realync's suite of tools makes it easier than ever for multifamily teams to convert prospects into leases and connect with existing residents in new powerful ways. Record, edit, customize, and share high quality authentic videos. Go live and answer questions from your future residents in real time. Take the guesswork out of your video strategy with in-depth analytics on an easy to navigate dashboard. Our platform seamlessly integrates with leading property technology, saving teams valuable time. Realync partners with many of the nation's largest property owners and managers because they know that with Realync, leads convert to leases at a higher percentage, operations run smoother, and to do lists get shorter so your teams can focus on what matters most. Start sharing your real, authentic community with Realync. Struggling to stand out in a crowded market? 99% of renters say they want to see the exact unit they'll rent, wanting to see specific unit details and layout. However, leasing teams struggle to capture and convert leads because they lack the tools needed to offer the personalized, unit-level experiences they crave. That's why more multifamily marketers are choosing Realync, innovative video and virtual leasing solutions that make resident tours and communication a breeze! Lease Quicker Market Better Retain Residents Improve Operations Award-Winning Technology. Trusted by Multifamily Teams. 2026 Silver Stevie Award Winner Best Use of Technology in Customer Service Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and residents. Offer live, virtual self-guided, and 360 tours, allowing prospects to explore units and floor plans anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Use the in-app analytics dashboard to gain valuable insights and optimize future strategies. Produce High-Quality and Customizable Videos Create engaging, property-specific media that drives website traffic and prospect engagement. Easily maintain consistent, on-brand marketing materials across all media. Use tools like virtual staging, photo extraction, and professional-grade editing to produce memorable content quickly. Instantly track performance and focus on content that resonates most with prospects. "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group "The virtual tour experience that Realync offers is amazing. It's super easy to build rapport with prospects even if they may not have the option to visit before leasing an apartment. It gives that prospect more trust when making their decision." Luisa Smoot Previous Property Manager at Greystar Unlock Smarter Leasing Today Learn how Live Video Intelligence helps your agents connect better, follow up faster, and close more leases - all with AI-powered insights. More About Live Video Intelligence Streamline Resident Communications With Video Updates and Tutorials Create and share easy-to-follow videos addressing common resident issues. Provide helpful tutorials during the move-in process to set residents up for success. Share videos through email to address specific resident inquiries or provide community updates. Reduce unnecessary maintenance and leasing calls, freeing up valuable time for onsite teams. Disposal reset button is on the bottom part of it on the side. Typically, it's a little red button that you can push in. Sometimes you'll see it on this side, depends on how they did it in construction. But, if there is a problem, it will be pushed out. All you need to do is push it in and your disposal will work again. Different types that we have here, this one, you just push in, the battery just pulls right out, put the new battery in place, and just close it right back up. You can reinstall the smoke detector, and it will be good to go. Centralize Your Virtual Leasing Efforts With One Tool Consolidate all virtual leasing efforts into one platform. Manage live, self-guided, and 360 apartment tours in one place. Send personalized video follow-ups to engage leads and sign leases faster. Access real-time analytics to optimize performance and strategies. Streamline leasing processes to improve team productivity and effectiveness. Trusted by Leading Multifamily Organizations Schedule My Free Demo The Complete Virtual Suite for Multifamily Teams Pre-Recorded Video Professional Videography (Realync Studios) Live Video Tours Virtual Self-Guided Tours 360 Tours Virtual Staging Photo Extraction Analytics Realync Plays Well With Others Your leasing tools should work together - not operate in silos. Realync integrates seamlessly with the industry's leading platforms, so your teams can deliver personalized, authentic video experiences without extra clicks or duplicate work. CRM & Lead Management Schedule Tours Content Syndication More About Realync Integrations FAQs About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What if my onsite teams are too busy to create video content? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. Learn more about Realync Studios. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. What type of videos do leasing teams create? Clients create videos of property units, amenities, maintenance tutorials, resident events, post-tour follow-ups, and more. Your dedicated client success team member will provide additional video ideas, tips, and resources. How do folks measure success with video and virtual tours? Every property has unique goals, whether it's increasing leasing activity, improving engagement, or reaching new prospects. Our tool helps clients measure success with video by tracking a variety of key metrics, such as the number of views, signed leases, and qualifying leads. In addition, clients can monitor clicks, engagement rates, and conversion statistics to understand how their virtual tours are performing. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn more. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. Does Realync offer 360 tours? Yes, we offer 360 virtual tours. This interactive, click-through video tour allows viewers to explore every angle of a property at their own pace. By simply clicking on different areas of the screen, prospects can virtually walk through rooms, view key features, and get a true sense of the space - just like they're there in person. Learn more about 360 virtual tours. Can leasing teams create their own 360 Tours? No, 360 Tours are available exclusively through our Realync Studios offering. This is an add-on service where we create immersive virtual tours for your property, freeing up your team to focus on building relationships with residents and prospects. Does Realync offer live video tours? Yes, our live video tour offering lets you connect with renters in real time, providing them with an interactive tour of your property. Through a secure, private link, they can view the space as you walk them through it, ask questions, and get instant answers - all while ensuring their safety and privacy. Learn more about Realync's live video tours. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. What is the Realync + Engrain partnership, and what are the benefits of this integration? We've teamed up with Engrain to integrate their Fee Calculator directly into your Realync videos. This new feature allows prospective renters to get a clear and complete breakdown of potential costs for a specific unit while they are viewing your video content. By combining unit-level video with clear pricing information, we can help you increase transparency and trust with prospective renters, which can improve your lead-to-lease conversion rates. Find out how Realync can help you close leases faster and win over residents. More Virtual Leasing Tools and Insights [dynamic_resources_rows topic="leasing"] Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team & reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CEC's Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2025-01-14 13:08:00 - Category: Pages - [Solutions – Realync](https://gracehill.com/solutions/virtual-leasing-and-video-tools/): Virtual Leasing and Video Tools Deliver personalized virtual tours and videos to close leases faster, engage residents, and boost marketing efficiency. Request a Demo With Realync, prospects are 47% more likely to lease. Onsite teams using Realync reduced tour time… ------------------------- # KingsleySurveys – Google Ads > Comprehensive Survey Tools and Trusted Industry Benchmarks Seamlessly capture actionable data on resident, tenant, employee, and client/investor perceptions. Request a Demo Turn Insights Into Action The link between satisfaction and renewals is undeniable, but gathering accurate data for your properties… Full Content: Comprehensive Survey Tools and Trusted Industry Benchmarks Seamlessly capture actionable data on resident, tenant, employee, and client/investor perceptions. Request a Demo Turn Insights Into Action The link between satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that are proven to increase property performance and NOI for multifamily and commercial real estate organizations. Measure Satisfaction Increase Renewals Retain Employees Improve Property Performance Trusted, Industry-Specific Survey Solutions Effectively conduct resident, tenant, employee, and client/investor surveys. Translate survey results into insights and develop a plan for action. Compare your results to our Kingsley Index™ industry benchmarks. See how your properties stack up against the competition. Critical Insights Delivered to Your Inbox Quickly scan survey results for your properties and portfolio, along with key drivers of the data. Compare your results to relevant Kingsley Index benchmarks to understand how you stack up to industry peers.  Support ESG initiatives with our trusted engagement programs and third-party reporting. Learn More Survey Programs Designed to Fit Your Needs Resident Surveys Reduce turnover with feedback collected from your resident lifecycle. Tenant Surveys Gain practical insights into the tenant experience on your properties. Employee Engagement Surveys Increase employee satisfaction and retention with Annual and Pulse Employee Surveys. Client & Investor Surveys Gauge perceptions, measure performance, and gather competitive intelligence.   Request a personalized demo of KingsleySurveys to get started! Our industry experts will help you customize the survey program that best fits your business. Request a Demo "We achieved success from the start implementing Grace Hill's KingsleySurveys across our 50+ location portfolio. It worked as promised - and from the start. It's rare in today's world what's promised is delivered. The Grace Hill team delivered for us." Thomas Stanchack Director of Sustainability at Stoneweg "Kingsley is a recognized and leading name in the industry. So when our vendors and tenants get the survey, they know it's a real request for information; they trust that their participation is not going to be misrepresented." Michael Aisner RPA, LEED AP SVP, Property Management at RXR Realty "We are rather obsessed with KingsleySurveys and use it to drive focus and change in almost everything we do. If it's not measured in Kingsley, it must not be that important." Brian Ericson VP of Marketing at Sparrow Partners "Using KingsleySurveys gives us real-time feedback on important milestones of the prospect and resident journey including tours, move-ins, maintenance requests, and the move-out process." Patricia DeGasperis Regional Director of Operations at QuadReal Trusted Industry Benchmarks and Awards Compare your results to the Kingsley Index™ and earn recognition for outstanding performance - helping you stand out from the competition. The Kingsley Index Trusted Industry Benchmarking Gain a realistic assessment of resident, tenant, and employee satisfaction. Receive an unbiased perspective of portfolio performance compared to your competitors. Customize your Kingsley Index for strategic benchmarks of similar properties.  Compare yourself to accurate benchmarks by property type, asset class, and geography. Kingsley Excellence Awards Stand out from your competition. Each year, we recognize individual properties and companies that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Start your program today to see where your properties rank! Find out how KingsleySurveys can help you improve overall portfolio performance. Request a personalized demo today! Important notes: - Published on: 2025-01-31 13:22:12 - Category: Pages - [KingsleySurveys – Google Ads](https://gracehill.com/resident-and-tenant-satisfaction-surveys/): Comprehensive Survey Tools and Trusted Industry Benchmarks Seamlessly capture actionable data on resident, tenant, employee, and client/investor perceptions. Request a Demo Turn Insights Into Action The link between satisfaction and renewals is undeniable, but gathering accurate data for your properties… ------------------------- # Solutions – Comprehensive Survey Tools & Trusted Industry Benchmarks > Comprehensive Survey Tools & Trusted Industry Benchmarks Capture feedback across your portfolio and turn it into clearer direction, faster answers, and action your teams can use. Request a Demo Turn Insights Into Action The link between satisfaction and renewals is… Full Content: Comprehensive Survey Tools & Trusted Industry Benchmarks Capture feedback across your portfolio and turn it into clearer direction, faster answers, and action your teams can use. Request a Demo Turn Insights Into Action The link between satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. Grace Hill offers comprehensive survey tools and trusted industry benchmarks that are proven to increase property performance and NOI for multifamily and commercial real estate organizations. Measure Satisfaction Increase Renewals Retain Employees Improve Property Performance Trusted, Industry-Specific Survey Solutions Effectively conduct resident, tenant, employee, and investor surveys. Translate survey results into insights and develop a planfor action. Compare your results to our Kingsley Index™ industry benchmarks. See how your properties stack up against the competition. Proven Survey Programs Designed to Meet Your Business Needs Resident Surveys* Reduce turnover with feedback collected from your residentlifecycle. Employee Surveys* Increase employee satisfactionand retention with Annual, Pulse, and Ad Hoc Surveys. Tenant Surveys Gain practical insights into the tenant experience on your properties. Investor Surveys Move beyond surface-level surveys with rich, unbiased investor interviews.   *Now in PerformanceHQ Your survey data becomes more actionable with Intelligence+. PerformanceHQ connects feedback, training gaps, and market context so teams can identify what matters and respond faster. Critical Insights Delivered to Your Inbox Quickly scan survey results for your properties and portfolio, along with key drivers of the data. Compare your results to relevant Kingsley Index benchmarks to understand how you stack up to industry peers.  Support ESG initiatives with our trusted engagement programs and third-party reporting. Designed To Bridge the Gap Between Surveys and Solutions Your survey results highlight key growth opportunities, but finding the right vendors to take action can be overwhelming. Grace Hill's Survey Partner Program streamlines vendor selection, delivering trusted partners who specialize in solving your toughest property issues. Whether it's improving operations or enhancing security, our recommendations help you implement real solutions - without the guesswork. Eliminate wasted time and budget searching for vendors. Gain tailored solution providers based on your survey data. Proactively address key concerns to improve tenant and resident satisfaction. Request a Demo Work with our in-house experts for insights across all asset types. Multifamily Office Industrial Medical Retail "We achieved success from the start implementing Grace Hill Surveys across our 50+ location portfolio. It worked as promised - and from the start. It's rare in today's world what's promised is delivered. The Grace Hill team delivered for us." Thomas Stanchack Director of Sustainability at Stoneweg "Kingsley is a recognized and leading name in the industry. So when our vendors and tenants get the survey, they know it's a real request for information; they trust that their participation is not going to be misrepresented." Michael Aisner RPA, LEED AP SVP, Property Management at RXR Realty "We are rather obsessed with Grace Hill Surveys and use it to drive focus and change in almost everything we do. If it's not measured with surveys, it must not be that important." Brian Ericson VP of Marketing at Sparrow Partners "Through listening to our residents we've improved the living experience for a whole lot of individuals and families who rent from us, and made our communities more valuable. Maintaining a good community reputation through quality service to your residents improves NOI through reduced loss-to-lease, lower total vacancy loss, and avoiding unnecessary turn costs. Applying conservative assumptions, the improvement in NPS over time is likely generating an additional $50-60 million in value for our investors." Thomas Stanchack Director of Sustainability at Stoneweg "Using  Grace Hill Surveys gives us real-time feedback on important milestones of the prospect and resident journey including tours, move-ins, maintenance requests, and the move-out process." Patricia DeGasperis Regional Director of Operations at QuadReal Survey Packages That Fit Your Budget Our flexible survey packages are designed to fit your organization's needs and budget. From standard options to fully customizable programs, we'll find the perfect survey solution to deliver valuable feedback and improve performance. Survey FAQs What is PerformanceHQ? PerformanceHQ's award-winning platform is the future of Grace Hill: a unified experience that translates training, compliance, marketing, and stakeholder feedback into actionable, in-depth insights that drive performance. By consolidating multiple solutions into a streamlined hub, PerformanceHQ empowers users to develop talent, boost efficiency, and improve property-level outcomes - ultimately strengthening the entire portfolio.    PerformanceHQ offers detailed resident survey analytics, best-in-class content, and role-based experiences that simplify administration and reduce risk. Plus, integrated AI tools translate disconnected data into actionable insights that help leaders improve overall satisfaction, operational efficiency, and NOI. Learn More About PerformanceHQ Here! What is Intelligence+? Intelligence+ is a prescriptive analytics solution within Grace Hill's PerformanceHQ platform that delivers AI-powered insights to help multifamily teams turn resident survey data into clear next steps and trackable action plans. By surfacing trends and offering tailored recommendations, such as targeted training or service improvements, Intelligence+ empowers operators to reduce turnover, boost satisfaction, and improve performance across their portfolio. Can you customize my surveys? Yes, you can tailor your survey questions to meet your organization's specific needs. The number of custom questions available depends on your package and survey type - resident surveys allow up to 15 questions, while tenant surveys offer up to 20. However, with our industry experts and proven best practices, many clients find that our standard survey templates are already optimized to deliver the insights they need. This eliminates the need for extensive customization and ensures you gather valuable feedback from your residents, employees, or stakeholders. What is your response rate on surveys? Response rates for surveys can vary widely based on your property type and the type of survey conducted. Our experts leverage 35+ years of experience and industry best practices to maximize response rates. We work with you to seamlessly capture the critical data you need and make your survey a success. Plus, our survey solution offers alerts and real-time feedback in a single dashboard, helping you quickly respond to urgent insights and address issues fast. Leverage our survey tools to maximize engagement including email and text/SMS survey formats, custom templates and branding, and more!  Response Times by Survey Type:  • Office: 51%-56%• Industrial: 39%-44%• Retail: 31% -36%• Medical Office: 64%-69%• Ongoing Multifamily: 17%-22% • Employee Engagement: 61%-66% How fast can you launch a survey? Grace Hill has been trusted for 35+ years to help real estate organizations seamlessly capture valuable insights and drive actionable feedback. Our proven process ensures your survey launch is smooth and successful. Plus, our team of experts works hand in hand with you to customize your survey content and set up distribution seamlessly. From kickoff to launch, we can typically have your new survey up and running within 45 to 60 days. Can I see survey results as they come through? Yes! With Surveys in PerformanceHQ, you can receive custom email alerts or log in to our secure portal to see all response results in real time. Be the first to see time-sensitive results with dynamic push reporting capabilities and respond immediately. That way, you can resolve concerns before it's too late. How long does a survey stay open? Our standard survey duration is 3-5 weeks but will vary based on survey type and property size. However, we understand that every property and organization is unique. Our industry experts can work with you to customize a survey program that aligns with your specific needs and goals. What are Pulse Surveys? Grace Hill's Pulse Surveys are designed to help you keep your "finger on the pulse" of employee and resident sentiment throughout the year. These targeted, one-question surveys follow up on any topic from the Annual Survey to see how sentiment has changed.  For example, if your annual survey indicates employees do not feel valued for their work contributions, you could launch a company-wide recognition program and then follow up with a Pulse Survey to see how your efforts affect sentiment in this area. Pulse Surveys offer ongoing insights that help you narrow in on what truly drives satisfaction and retention. Learn more. What are Ad Hoc Surveys? Quickly collect specific feedback on time-sensitive topics, new amenity offerings, or community events with Ad Hoc Surveys. These flexible surveys empower you to make informed decisions that directly impact resident satisfaction and engagement, without waiting for your next scheduled survey. Do you measure Net Promoter Score (NPS)? Grace Hill's Surveys in PerformanceHQ includes robust tools to measure NPS, a key metric for understanding customer satisfaction. Our comprehensive survey engagement program helps you gain a clearer picture of resident sentiment and uncover areas for service improvement. Plus, our intuitive platform includes an interactive dashboard to benchmark your performance so you can make investments that translate to increased satisfaction. What is the Kingsley Index™? The Kingsley Index is a comprehensive database used to track property performance against industry standards. It comprises survey results from 7.3 million residents and 2.2 billion square feet of commercial space, representing over 35 years of industry analysis. What are the Grace Hill Excellence and Kingsley Excellence Awards? These awards recognize real estate properties and companies that achieve outstanding performance in resident and tenant satisfaction. Winners are determined by outperforming the Kingsley Index™, the industry standard for performance benchmarking. Learn More What are the benefits of winning a Grace Hill Excellence Award or Kingsley Excellence Award?  Market Recognition: Establish or reinforce your position in the market. Industry Validation: Gain recognition for providing outstanding customer service for residents/tenants. Marketing Opportunities: Utilize the award logo in marketing and promotional materials (website, social media, press releases, property displays). Competitive Advantage: Differentiate your property from the competition on a national level. Benchmark Against the Best with the Kingsley Index™ Compare your results to the Kingsley Index™ and earn recognition for outstanding performance -helping you stand out from the competition. The Kingsley Index™Trusted Industry Benchmarking Gain a realistic assessment of resident, tenant, and employee satisfaction. Receive an unbiased perspective of portfolio performance compared to your competitors. Customize your Kingsley Index for strategic benchmarks of similar properties.  Compare yourself to accurate benchmarks by property type, asset class, and geography. Grace Hill Excellence andKingsley Excellence AwardsStand out from your competition. Each year, we recognize individual properties and companies that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with this prestigious award. Start your program today to see where your properties rank! Request a personalized demo of Surveys to get started! Our industry experts will help you customize the survey program that best fits your business. Request a Demo Find out how Surveys can help you improve overall portfolio performance.Request a personalized demo today! More Survey Tools and Insights [dynamic_resources_rows topic="surveys"] Learn More About Grace Hill's Full Suite of Solutions Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2022-10-19 10:07:30 - Category: Pages - [Solutions – Comprehensive Survey Tools & Trusted Industry Benchmarks](https://gracehill.com/solutions/satisfaction-surveys/): Comprehensive Survey Tools & Trusted Industry Benchmarks Capture feedback across your portfolio and turn it into clearer direction, faster answers, and action your teams can use. Request a Demo Turn Insights Into Action The link between satisfaction and renewals is… ------------------------- # Awards > Awards We are driven by a shared vision to delivery top technology solutions that help multifamily and commercial real estate organizations reduce risk, boost ROI, and develop talent. 2026 Silver Stevie® WinnerBest Use of Technology in Customer Service - Realync… Full Content: Awards We are driven by a shared vision to delivery top technology solutions that help multifamily and commercial real estate organizations reduce risk, boost ROI, and develop talent. 2026 Silver Stevie® WinnerBest Use of Technology in Customer Service - Realync by Grace HillAmerican Business Awards® 2026 Bronze Stevie® WinnerAchievement in Product Innovation - PerformanceHQ by Grace HillAmerican Business Awards® 2026 GlobeSt. Women of InfluenceMarketing and Communications ProfessionalStephanie Anderson CRE's Best Bosses of 2025 by GlobeSt.Kendall Pretzer    2025 MarTech Breakthrough Award WinnerBest Marketing Performance Management Solution: Grace Hill8th Annual MarTech Breakthrough Awards Program 2025 Gold Stevie® WinnerBusiness-to-Business Products: Realync, A Grace Hill SolutionAmerican Business Awards® 2025 Bronze Stevie® WinnerTechnology Executive of the Year: Kendall Pretzer, CEO of Grace HillAmerican Business Awards® 2025 Bronze Stevie® WinnerCorporate Learning/Workforce Development Solution: PerformanceHQ by Grace HillAmerican Business Awards® 2025 Bronze Stevie® WinnerUpskilling/Workforce Learning Solution: Mystery Shopping by Grace HillAmerican Business Awards® 2025 Revyse Best of Enterprise Property Tech AwardsBest Value: Grace Hill TrainingHighest average star rating in "Value" of 4.0 or higher. 2025 Revyse Best of Enterprise Property Tech AwardsSupport Star: Grace Hill TrainingHighest average star rating in "Customer Support" of 4.0 or higher. 2025 Revyse Best of Enterprise Property Tech AwardsMost Loved: Grace Hill TrainingMost reviews and highest average star rating of 4.0 or higher. Top 25 Women Leaders2025 Calibre One Top 25 Women Leaders in US PE-Backed Software iShop Awards2024 Company of the Year   NAA Excellence Awards2024 National Apartment Association Supplier Company of the Year Best Places to Work in Multifamily2024 Best Places to Work in Multifamily Award Best Places to Work in Multifamily for Women2024 Winner of the Supplier/Vendor Best Places to Work in Multifamily for Women American Business Awards®2024 Customer Education LMS - Stevie Gold Stevie Awards2024 Customer Service Team of the Year  Top 25 Women Leaders2024 Calibre One Top 25 Women Leaders in US PE-Backed Software Proptech Outlook2023 Top Commercial Real Estate Solutions Provider Winner Bronze Stevie Winner Corporate Social Responsibility Program of the Year - At Organizations With Up to 2,500Serving as the world's premiere business awards, The Stevie Awards were created to recognize the achievements and contributions of organizations and business professionals. Silver Stevie Winner Marketing Team of the YearServing as the world's premiere business awards, The Stevie Awards were created to recognize the achievements and contributions of organizations and business professionals. 2022 PropTech Outlook Top 10 Commercial Real Estate Solutions ProvidersGrace Hill was recognized for its focus on the commercial real estate industries, as well as for providing insights and resources to those who manage real estate and their portfolios. 2021 NAA Best Places to WorkFostering a culture of innovation and collaboration is why Grace Hill was recognized as one of the best places to work. The company was also recognized for creating an engaging work environment. DEI Initiative Award2023 Bay Area Apartment Association DEI Initiative Award Top 25 Women Leaders2023 Calibre One Top 25 Women Leaders in US PE-Backed Software 2022 Talented Learning Top 20 Specialized Learning SystemsSolutions that offer real estate companies the ability to increase property performance, reduce risk and grow talent were the basis for Grace Hill's Talented Learning award, along with the company's ability to offer insight via surveys. 2022 Globe St. Women of Influence Kendall PretzerGrace Hill CEO Kendal Pretzer was among the women honored for leadership affecting change in the commercial real estate and multifamily industries and their achievements. 2022 Silver Stevie Award Real Estate Company of the YearServing as the world's premiere business awards, The Stevie Awards were created to recognize the achievements and contributions of organizations and business professionals. How Grace Hill Makes an Impact Grace Hill is proud to give recognition to those making a difference in the real estate industry. We celebrate our client's impactful communities and the heroes within them. Grace Hill Excellence & Kingsley Excellence AwardsEach year, Grace Hill recognizes individual communities that achieved outstanding performance year over year through the industry's most prestigious awards. Share your community's achievements with current and future residents. More About Our Excellence Awards Looking for Impact Hero Awards?At Grace Hill, we're committed to making a positive impact in our industry and communities. The Impact Hero Awards recognize client leaders who go above and beyond to help others and make a difference locally. More About Impact Hero Awards Important notes: - Published on: 2023-01-19 11:59:27 - Category: Pages - [Awards](https://gracehill.com/awards/): Awards We are driven by a shared vision to delivery top technology solutions that help multifamily and commercial real estate organizations reduce risk, boost ROI, and develop talent. 2026 Silver Stevie® WinnerBest Use of Technology in Customer Service - Realync… ------------------------- # Training – E2L Adwords New > Experience Training That's Better for Everyone. Training and development are critical to your success - and generic systems just don't cut it! That's why we built our Learning Management System (LMS) to deliver the training you need in a system… Full Content: Experience Training That's Better for Everyone. Training and development are critical to your success - and generic systems just don't cut it! That's why we built our Learning Management System (LMS) to deliver the training you need in a system that's easy to use and specifically designed for multifamily. You'll have training content that covers all the essential topics, a platform you can customize, and a backend system that's easy to manage and scale. Retain Top Talent Improve Property Performance Achieve Full Compliance Execute with Ease Comprehensive Training Content. Our courses cover all of the essential topics. And you'll never worry about outdated training - we monitor industry and regulatory changes, so you don't have to. Fair Housing* Sexual Harassment Tax Credit Compliance Risk & Crisis Management Human Trafficking Leasing & Sales Skills Virtual Leasing Customer Service Leadership Development Diversity, Equity & Inclusion Emotional Intelligence Basic to Advanced Maintenance Skills Safety Series Industry Partner Content We have even more training content! See the complete Vision catalog today. View the Course Catalog Now * Grace Hill's Fair Housing courses are approved for use by the Texas Dept. of Housing & Community Affairs (TDHCA) and Virginia's Dept. of Professional & Occupational Regulation (DPOR) Empower Your Team With Better Training. Boost knowledge retention with short courses that fit into busy work days. Engage employees with interactive training content developed with learning science. Make training inclusive with Spanish-language courses, translation tools, and vision-impaired software compatibility. "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane TidwellDirector of Property ManagementGumenick Properties Take the first step to training with better content!We are eager to help you build a custom training content plan that helps you improve property performance. REQUEST A LIVE DEMO Generic Systems Don't Cut It. The most successful training never uses a one-size-fits-all approach. The reality is that your team is unique - and you need a learning management system that can flex with you as you change and grow. However you need to deliver training, Vision has the content and platform to help you succeed. Training You Can Customize to Your Unique Structure. Bring training to your team anywhere with a mobile-accessible platform. Host live instructor-led training virtually with integrated Zoom conferencing. Create or import your own custom training with our plug-and-play course builder and media drive. Move past generic systems that don't perform. Contact us now to schedule a personalized demo and the difference a custom-developed training platform makes. GET A PERSONALIZED DEMO Easy to Learn. Easy to Manage. Rest easy knowing that Vision is as effortless and intuitive to manage as it is to learn. We know you wear many hats in multifamily and complicated processes just get in the way. Vision makes it easy to manage your training program because we developed the backend of the learning management system with critical features. In addition, you'll have the support you need to be successful with our on-demand admin training, expert consultation, and technical support always at the ready. Take the Stress Out of Managing Your Training. Save time by connecting your HRIS for automated user access management. Leverage automated email alerts and assignment notifications to remind the team about training. Send automated reports with training insights to company stakeholders. Reference self-serve training resources for admins and technical support. Make Your Job Easier. Contact us to see how Vision can simplify managing your multifamily property management training. GET A DEMO The Learning Management System That Helps You Perform. What's the point of a training system if it doesn't boost your bottom line? With nearly 25 years of industry expertise, Vision's training content and intuitive platform help multifamily teams improve performance every day. You need an LMS that helps you retain top talent, improve property performance, and mitigate risk and liability. Retain Top Talent. Surveys show that 86% of respondents wish their employer offered more opportunities to acquire new skills.* Vision helps reduce employee turnover and retain top talent by keeping your team knowledgeable and highly skilled. Foster a culture of professional development with a full library of job-related training. Onboard your newest employees with proper training that sets them up for success. Cultivate your next wave of managers and supervisors with our Leadership Development course series. * As reported by Businesswire, UiPath surveyed 4,500 office workers in March 2020. Improve Property Performance. Automatically assign training based on position to increase expertise in operations management, sales and customer service, and maintenance skills. Incorporate refresher courses and microlearning boosters to reinforce knowledge and skills. Use the custom course builder to add training for unique systems and processes. Mitigate Risk and Liability. Protect against fair housing claims with the most trusted training series in the industry. Assign courses that improve risk management and cybersecurity awareness. Add our tax credit compliance course series so employees stay in compliance with housing authority guidelines. Vision by The Numbers 500,000+ Number of people using Vision annually* 3.4 million Number of course completions annually* 2.9 million Number of training hours annually* We think Vision is the perfect solution for multifamily training, and we'd love to show you how it will benefit your team! We also understand that sometimes the decision to set up a new LMS requires additional support in your company. Download the Vision brochure now and share it with your colleagues before contacting us for a live, personalized demo. Download the Vision Brochure Ready to dominate the industry?Let's chat about how Grace Hill's training helps you get there. A Comprehensive Talent Management Solution Take your training to the next level by combining policy manuals, mystery shopping, employee and resident surveys, and reputation management solutions. Create a continual cycle of improvement with the power of Grace Hill's entire product suite.  Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-12-04 17:31:12 - Category: Pages - [Training – E2L Adwords New](https://gracehill.com/training-e2l/adwords/new/): Experience Training That's Better for Everyone. Training and development are critical to your success - and generic systems just don't cut it! That's why we built our Learning Management System (LMS) to deliver the training you need in a system… ------------------------- # Training – Bing Ads > See For Yourself Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Training multifamily teams is hard. You… Full Content: See For Yourself Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Training multifamily teams is hard. You don't have to do it alone! Grace Hill is trusted by more than 2,800 companies, so you can be confident that you'll have what you need to educate employees and reduce risk in your organization. Our award-winning training content is comprehensive and customizable, with easy-to-use tools that make administration a breeze! A Better Onboarding and Training Experience In rental housing, mistakes can be costly, fines, legal fees, and even your reputation. Now more than ever, it's important to provide a comprehensive training program that protects the business and drives performance. We're here to help. Grace Hill empowers your teams with effective and customizable training. Don't just check the box for required compliance courses. Invest in your team with education that takes their career and your property to the next level. Industry specific The stakes are too high for generic training. Our content is developed specifically for rental housing, so you can be confident that it fit your unique needs, and help you succeed. Essential topics. We are multifamily experts from fair housing and on site safety, to tax credit and leadership development, we help you go beyond compliance with the most extensive training library in the industry. Learning science. Your team is too busy for long, boring trainings they won't retain. Grace Hills courses are developed using learning science, so learners are engaged and can immediately apply new skills. Plus, we continually update our content as the industry and legislation change, so you don't have to. Ready to drive performance in your people and properties? Contact us today to see how Grace Hill can help. Standardize onboarding with repeatable, templated plans instead of manual processes. Speed up productivity and reduce risk with a formal, trackable onboarding process. Boost retention with short courses that fit into busy work days. Engage employees with interactive training content in a variety of formats. Support a diverse team with Spanish-language courses and translation tools. Add topic-specific training with optional Elective Bundles. Poor onboarding leads to a 50% higher employee turnover rate. Streamline your onboarding process and ensure every employee has a clear path to success! Request a Demo Comprehensive Content Library Grace Hill covers all the multifamily topics important to your business. You'll never worry about outdated training content - we monitor industry and regulatory changes, so you don't have to! Our comprehensive catalog covers all the topics you need to train your team: Fair Housing*Sexual HarassmentTax Credit ComplianceRisk & Crisis ManagementHuman Trafficking Leasing & Sales SkillsVirtual LeasingCustomer ServiceLeadership DevelopmentDiversity, Equity & Inclusion Emotional IntelligenceBasic to Advanced Maintenance SkillsSafety SeriesIndustry Partner ContentSparks Microlearning "Grace Hill's PerformanceHQ is an amazing LMS. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!" Michael Johnson Director of Training at AOG Living "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management at Gumenick Properties "Grace Hill is an extraordinary platform for training and development that can really impact your bottom line and reduce risk." Lori Agudo Director of Training & Talent Development at Royal American Management, Inc "Being able to have a video library for team members to review anytime they need has been very convenient and saves time, and now we don't have to pull regional managers away from other important responsibilities." Julia Balmaceda Human Resource Manager at Busboom Group "I chose Grace Hill not only because of their industry-specific platform - they have an amazing support department dedicated to assisting in answering questions quickly. It has been exciting to have a partner who understands our business and employs people who have been in property management positions." Christie Upp Director of Training at Apartment Management Professionals, LLC "Grace Hill's training is the best in real estate." American Business Awards® Access trusted courses and features through our award-winning platform. Explore the enhanced features in PerformanceHQ by clicking through each option below. Analytics Course Builder Learning Plans Employee Dashboards Awards Compliance Tracking Dashboard Instructor-Led Training Analytics [fl_builder_insert_layout id="45799" type="fl-builder-template"] Course Builder [fl_builder_insert_layout id="45802" type="fl-builder-template"] Learning Plans [fl_builder_insert_layout id="45804" type="fl-builder-template"] Employee Dashboards [fl_builder_insert_layout id="45803" type="fl-builder-template"] Awards [fl_builder_insert_layout id="40167" type="fl-builder-template"] Compliance Tracking Dashboard [fl_builder_insert_layout id="45801" type="fl-builder-template"] Instructor-Led Training [fl_builder_insert_layout id="45798" type="fl-builder-template"] SkillCat Mobile Maintenance Training Increase your team's skills with convenient mobile maintenance training and certifications. Request a Demo 1. *https://workplaceintelligence.com/upskilling-study/ 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-08-05 13:57:23 - Category: Pages - [Training – Bing Ads](https://gracehill.com/property-management-online-training/): See For Yourself Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Training multifamily teams is hard. You… ------------------------- # Demo Focused Page – Training > Train Teams. Reduce Risk. Drive Retention. Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. Fair housing, compliance, and onboarding - one platform Role-based learning plans that eliminate guesswork Real-time… Full Content: Train Teams. Reduce Risk. Drive Retention. Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. Fair housing, compliance, and onboarding - one platform Role-based learning plans that eliminate guesswork Real-time compliance dashboards - no reports to run See It For Yourself A quick walkthrough tailored to your team's goals. No pressure, no obligations. Training Challenges That Slow Your Team Down Sound familiar? Grace Hill is built to solve the operational pain points training leaders in multifamily face every day. Compliance Risk with No Visibility Without real-time compliance data, you're always managing risk reactively - one step behind a costly violation. High Turnover, Slow Onboarding When it takes weeks to get a new hire productive, you lose revenue and burn out the team. No Way to Prove ROI on Training Without analytics tied to performance, it's hard to justify budget or make the case for what's working. Trusted By Leading Multifamily Organizations Bring everything your training team needs into a single, easy-to-manage system - built for multifamily. Compliance Tracking Learning Plans Analytics Course Builder Instructor-Led Training Employee Dashboards Awards Compliance Tracking [fl_builder_insert_layout id="40177" type="fl-builder-template"] Learning Plans [fl_builder_insert_layout id="44215" type="fl-builder-template"] Analytics [fl_builder_insert_layout id="40184" type="fl-builder-template"] Course Builder [fl_builder_insert_layout id="40181" type="fl-builder-template"] Instructor-Led Training [fl_builder_insert_layout id="40976" type="fl-builder-template"] Employee Dashboards [fl_builder_insert_layout id="45803" type="fl-builder-template"] Awards [fl_builder_insert_layout id="40167" type="fl-builder-template"] Hear From Training Leaders Like You "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management at Gumenick Properties "Grace Hill is an extraordinary platform for training and development that can really impact your bottom line and reduce risk." Lori Agudo Director of Training & Talent Development at Royal American Management, Inc "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "Sparks microlearning for real-time training and compliance is imperative. Those short, to-the-point lessons are exactly what our teams need." Mary Sheets Vice President of Talent & People at Dayrise Residential "I chose Grace Hill not only because of their industry-specific platform - they have an amazing support department dedicated to assisting in answering questions quickly. It has been exciting to have a partner who understands our business and employs people who have been in property management positions." Christie Upp Director of Training at Apartment Management Professionals, LLC Frequently Asked Questions How much does it cost to purchase Grace Hill's Training in PerformanceHQ? Grace Hill's Training solution has scalable pricing designed to fit your business - and your budget. Our simplified Small Business Solution starts at less than $200 per month for organizations managing fewer than 500 total units. However, most clients opt for our Essentials Catalog along with popular elective series like Cybersecurity and Leadership. How long does it take to implement your Training solution? We realize you have a lot on your plate, and the idea of implementing a training platform can feel like a daunting task. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition - without overburdening you or your onsite teams. We offer different levels of implementation support to ensure a smooth rollout of your new training solution: Standard Implementation: Implement our industry-specific training program for your team with predetermined training paths that fit your needs. With our Standard Implementation in PerformanceHQ, you'll be up and running in less than 30 days.  Customized Implementation: Lean on our experts to ensure a smooth and successful training program launch in 30 to 45 days. When you choose our customized implementation, we help develop learning paths that are tailored to meet your organization's unique learning goals.  SkillCat Implementation: Whether your goal is to elevate overall skills or help your techs troubleshoot difficult repairs, our seamless onboarding process quickly provides access to SkillCat's powerful mobile app in just 2-3 weeks. Do I need to sign a contract with Grace Hill, and what are the terms? Yes, all Grace Hill products require a contract under our Master Services Agreement (MSA), which helps ensure a smooth partnership and clear expectations for both parties. Our standard contract length is a minimum of 12 months, though multi-year options are available, which can help secure your rate. Currently, we do not offer month-to-month terms, as a set contract period allows us to plan resources effectively and invest in continuous product improvements for our clients. How much does it cost to implement Grace Hill's Training solution? It is easy and affordable to get started with Grace Hill's comprehensive training solution. Our implementation pricing is based on the package you select and the number of units in your portfolio. The standard implementation package starts below $1,000 for clients managing 2,000 units or less. If your organization needs a more tailored onboarding process, our customized implementation package starting price is $3,500 and includes learning paths designed to fit your company's specific learning needs. Both packages include the resources and proven onboarding process your team needs to launch a successful training program.  There is no implementation fee for the SkillCat mobile maintenance training How do I engage learners to actually want to complete their training? Many Training Administrators have difficulty motivating learners to complete assigned training on time. We understand this challenge and provide built-in LMS features that gamify, socialize, and encourage participation. Capture your learners' attention in PerformanceHQ with a personalized dashboard highlighting assigned and recommended courses, company announcements, awards, leaderboards, and more! Other tips to help boost training participation: Build time into busy work schedules. Clear obstacles and distractions. Make the most of training time. Incentivize learners to motivate and reward. Do you offer regional or state-specific training or policies? Many multifamily operators have portfolios that span multiple states, so Grace Hill's training and policies are generally based on federal regulations and are not state-specific. However, we do offer some content that is designed to meet state-specific requirements, like our Human Trafficking course, our state-specific Sexual Harassment content, and state-specific Fair Housing approvals from Virginia's Department of Professional & Occupational Regulation (DPOR) and Texas Department of Housing & Community Affairs (TDHCA). Better Onboarding and Training Starts Here Poor onboarding leads to a 50% higher employee turnover rate. See why leading multifamily companies trust Grace Hill to develop compliant, high-performing teams. Schedule My Free Demo Important notes: - Published on: 2025-10-23 11:07:20 - Category: Pages - [Demo Focused Page – Training](https://gracehill.com/demo/training/): Train Teams. Reduce Risk. Drive Retention. Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. Fair housing, compliance, and onboarding - one platform Role-based learning plans that eliminate guesswork Real-time… ------------------------- # Demo Focused Page – Reputation Management > See How Multifamily Teams Protect and Grow Their Reputation Monitor reviews, manage responses, and improve ratings - all from one platform built for multifamily. Improve local search rankings and drive more qualified traffic Respond faster with AI tools and templates… Full Content: See How Multifamily Teams Protect and Grow Their Reputation Monitor reviews, manage responses, and improve ratings - all from one platform built for multifamily. Improve local search rankings and drive more qualified traffic Respond faster with AI tools and templates Pricing starts at $40/month with no implementation fees See It in Action No pressure. No obligations. Just a quick walkthrough tailored to your goals. What Our Customers Are Saying "Ultimately, we wanted a reputation management solution that wasn't just about monitoring reviews but one that would help us enhance engagement, improve the resident experience, and refire our overall approach to customer satisfaction. Grace Hill delivered on that." Sara Perry Director of Brand, Marketing, and Customer Experience at HILLS Properties "Reputation Management has become a core part of our customer experience strategy - streamlining our processes, saving time, and boosting productivity, especially for onsite marketing teams, who manage this alongside their already full plates - and the results prove its value." Sara Perry Director of Brand, Marketing, and Customer Experience at HILLS Properties Frequently Asked Questions How much does it cost to implement Grace Hill's Reputation Management solution? There is no cost to implement our Reputation Management solution, and our proven process will have you up and running in just 30 days. Plus, with our U.S.-based support and account management, help is just a call or click away. Don't let the competition get ahead. It takes less than a month to start leveraging essential features that will strengthen your brand, improve search visibility, and foster loyalty - without any upfront costs or hassle. How long does Reputation Management implementation take? Our proven implementation process is designed to help you launch faster, so you can begin managing and improving your reputation sooner. Our dedicated team of experts works with you every step of the way, allowing you to gather key credentials and location deliverables to ensure a seamless setup. From initial kickoff to launch, our goal is to have you fully operational in just 30 days! Will you respond to reviews for us? We understand that responding to reviews can be overwhelming. Our add-on ReviewPro service is designed to take this burden off your shoulders and give your team back valuable time. Our team leverages client-provided templates and AI-powered generation to ensure your brand's voice is consistently reflected in every response. We've got it covered, giving you peace of mind knowing your brand's reputation is in expert hands. How can Risk Monitoring protect my property's reputation? Threats to your property's reputation can surface at any time. What was once a single unresolved review can escalate to a viral social media storm. By the time you discover it, the damage to your brand may already be done. In today's digital-first market, that means lost leads, higher turnover, and a significant hit to your ROI. Grace Hill's Risk Monitoring feature is your early warning system. It leverages AI to scan digital channels around the clock, detecting and categorizing risky reviews, social posts, and images, before they spiral into leasing losses. We help your teams act fast, protect your public perception, and respond with confidence. For multifamily marketers, Risk Monitoring isn't just a safety net - it's an essential advantage that helps strengthen your online brand. How does Reputation Management compare to competitors in the industry? Not all reputation management solutions are created equal. Unlike one-size-fits-all ORM tools, we understand the unique challenges of multifamily marketers - from handling reviews across multiple properties to mitigating risky feedback online. Our platform works 24/7 to protect your property and give you a strategic advantage. We transform feedback into a strategic asset with AI-driven sentiment analysis and location-specific benchmarking. Plus, our exclusive services stand out in the industry by providing hands-free review generation and listings management, completely removing the burden from your team. No other provider understands multifamily like Grace Hill. Ensure you have the best-in-class insights and automation needed to improve ratings, drive traffic, and enhance brand perception.   Your Reputation Is Your Leasing Pipeline. Protect It. See how Grace Hill helps multifamily teams monitor reviews, improve ratings, and stay ahead of what prospects are saying - all in one place. Get Your Free Demo Important notes: - Published on: 2025-12-02 17:02:30 - Category: Pages - [Demo Focused Page – Reputation Management](https://gracehill.com/demo/reputation-management/): See How Multifamily Teams Protect and Grow Their Reputation Monitor reviews, manage responses, and improve ratings - all from one platform built for multifamily. Improve local search rankings and drive more qualified traffic Respond faster with AI tools and templates… ------------------------- # Demo Focused Page – Policies > Outdated Policies Are a Liability.Fix That. Policy violations and outdated documents put your teams - and your properties - at risk. PerformanceHQ gives every employee instant access to the right policy, every time. No hunting through old docs. No wondering… Full Content: Outdated Policies Are a Liability.Fix That. Policy violations and outdated documents put your teams - and your properties - at risk. PerformanceHQ gives every employee instant access to the right policy, every time. No hunting through old docs. No wondering if it's current. See It in Action See how leading operators cut compliance risk with PerformanceHQ. Real Teams. Real Results. "With all the legislative and Fair Housing changes, I'm not the subject expert - but I can rely on Grace Hill to keep us compliant and prepared." Mary Sheets Vice President of Talent & People at Dayrise Residential "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "Gracie makes it really easy. If you're not exactly sure what you're looking for, you just type that information in, and she looks through all the systems for you." Welton McCrary Director of Property Management at Perennial Properties "PerformanceHQ has been a seamless transition for our teams with a more user-friendly interface that has been able to enhance our team's efficiency and engagement. The addition of Gracie has also been a game changer in allowing our teams to provide self-help by quickly finding policies and procedures!" Bryan Kulbacki CAM, CAPS Training Director at Berger Communities Trusted by Leading Multifamily Organizations Frequently Asked Questions How long does it take to implement your policy solution? We know that your time is valuable and the idea of implementing a policy solution can feel daunting. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition - without overburdening you or your onsite teams. We offer two levels of implementation support to ensure a smooth rollout of your new policies: Standard Implementation: Includes the standard policies in your selected package, the tools you need to make content updates, and resources to share the new solution with your team. Our intuitive system interface and simple onboarding process make our standard implementation easy, affordable, and fast - getting your company up and running in just 21 to 30 days. Customized Implementation: Our team is hands-on, reviewing your current policies and making suggested edits based on current regulations and industry best practices. We meet with your stakeholders either in person or virtually to ensure the new policies align with your processes and business goals. This personal "white glove" approach provides the policy expertise you need to protect your organization and ensure a successful internal launch. The timeline for implementation varies based on the complexity of your organization's current policy content and the availability of your stakeholders. However, on average, it takes about 18 weeks to launch your new customized policy solution. How much does it cost to purchase Grace Hill's policy solution? Grace Hill's policy management solution offers scalable, transparent pricing plans designed to fit your business and budget. Starting at under $200/month for small businesses with under 500 units, we provide customizable packages, including popular add-ons like the Employee Handbook & Manager Guide, for comprehensive policy coverage. Our flexible per-unit pricing allows easy adjustments as your property portfolio grows, ensuring a tailored package that protects both your business and budget. Do you sell individual policies, or do I have to purchase the entire manual? At Grace Hill, we sell our policies by the manual. Our manuals include comprehensive, industry best practice policies designed to work together to successfully mitigate risk. Better yet, our team of industry experts and partners continuously monitor legal changes that affect multifamily rental housing to ensure our policies are always in full compliance. When you purchase our Essentials Policy Package, you can rest easy knowing you have the essential policies and forms you need to run a compliant multifamily operation. Most clients opt for a more comprehensive approach with our Premium Policy Package, which includes emergency procedures, maintenance, operations, and more. Lastly, our Student Housing Policy Package has everything you need to manage calm in the chaos! Do you offer regional or state-specific training or polices? Many multifamily operators have portfolios that span multiple states, so Grace Hill's training and policies are generally based on federal regulations and are not state-specific. However, we do offer some content that is designed to meet state-specific requirements, like our Human Trafficking course, our state-specific Sexual Harassment content, and state-specific Fair Housing approvals from Virginia's Department of Professional & Occupational Regulation (DPOR) and Texas Department of Housing & Community Affairs (TDHCA). Can I have your training and policy content in my Property Management System (PMS)? We recognize that technology plays a pivotal role in improving operational efficiency, streamlining training, and enhancing the resident experience. As you evaluate opportunities to integrate systems, you may wonder if it's possible to simply add Grace Hill's training or policies to your PMS. Although there are benefits to reducing your tech stack, you don't want to sacrifice crucial functionality in the process. PerformanceHQ offers advanced learning and policy management features that are not available in any PMS available today, which is why we only provide our best-in-class content through our easy-to-use platform. Rest assured that PerformanceHQ will not burden your staff with complicated software. The intuitive interface is easy to learn and use and has a single login to access training, policies, and more! Plus, its powerful assignment engine saves admin time and ensures employees get the training and policies they need to be successful and compliant. We continually review and update content as regulations change so you can be confident that your training is current, accurate, and comprehensive. Best of all, those content updates are automatic, eliminating the manual process of modifying content kept in a disparate PMS system. Grace Hill's award-winning training goes beyond the basics, providing the rental housing topics and features you need to grow your team's skills, save valuable time, and mitigate risk at your properties. Stop Letting Outdated Policies Put You at Risk. See how PerformanceHQ helps keep every team member compliant and every document current. Get My Personalized Demo Important notes: - Published on: 2025-12-02 16:30:38 - Category: Pages - [Demo Focused Page – Policies](https://gracehill.com/demo/policies/): Outdated Policies Are a Liability.Fix That. Policy violations and outdated documents put your teams - and your properties - at risk. PerformanceHQ gives every employee instant access to the right policy, every time. No hunting through old docs. No wondering… ------------------------- # Demo Focused Page – Mystery Shopping > Find the Gaps in Your Leasing Experience Before They Cost You Grace Hill's mystery shopping is now unified with training inside PerformanceHQ - so you can spot skill gaps and close them without switching platforms. See It in Action A… Full Content: Find the Gaps in Your Leasing Experience Before They Cost You Grace Hill's mystery shopping is now unified with training inside PerformanceHQ - so you can spot skill gaps and close them without switching platforms. See It in Action A quick, no-pressure walkthrough tailored to your portfolio. From Skill Gaps to Stronger Teams "Mystery Shopping is a tool that has helped as I develop and implement our leasing school. I am able to recognize employee strengths while also identifying opportunities for growth. As a result, I have used this knowledge to gear my training towards their needs rather than wasting time on skills that have already been mastered." Amy Fernandez Training & Development Manager at Phillips Management Group "Integrating Mystery Shopping into the platform means we can not only see how our teams are performing, but also get training recommendations to close skill gaps." Mary Sheets Vice President of Talent & People at Dayrise Residential "We're excited that our teams can find everything in PerformanceHQ instead of logging in to different systems - it's like it was all meant to come together." Jessica Dodge Director of Employee Development at Harbor Group Trusted by Leading Multifamily Organizations Frequently Asked Questions How much do your mystery shops cost? At Grace Hill, we offer more than just a one-time mystery shop - we deliver a comprehensive mystery shopping program designed to provide unbiased insights into your leasing process on an ongoing basis. The price for a simple phone or internet inquiry starts at around $40, but your total program cost will vary based on the type and volume of shops contracted throughout the year. While the price per shop differs by shop type, the value is unmatched: You'll receive detailed assessments highlighting skill gaps, personalized training recommendations, and robust analytics that track property and regional performance. Rather than trying to manage an extensive shopping process yourself, partner with Grace Hill for a program that delivers actionable insights and lasting results. How long does Mystery Shopping implementation take? Our proven process ensures your Mystery Shopping experience is seamless and efficient. Our goal is to launch your first mystery shop within 30 days of your kick-off call, helping you quickly gain valuable insights and drive performance across your properties. From start to finish, our experts are with you at every step of the implementation process. Are there any hidden fees? Grace Hill is proud to deliver our solutions in convenient packages with transparent pricing, so you'll never worry about getting nickel-and-dimed or finding hidden fees on your invoice. Depending on your solution(s), our pricing is based either on the number of units or the number of properties that you manage. Whether you are a growing organization with less than 500 units or a national brand with locations across the country, our pricing structure ensures you have the functionality you need with easy-to-understand pricing - and no hidden fees or surprises. What is PerformanceHQ? PerformanceHQ's award-winning platform is the future of Grace Hill: a unified experience that translates training, compliance, marketing, and stakeholder feedback into actionable, in-depth insights that drive performance. By consolidating multiple solutions into a streamlined hub, PerformanceHQ empowers users to develop talent, boost efficiency, and improve property-level outcomes - ultimately strengthening the entire portfolio.  Operators battle rising expectations, tighter margins, and pressure to optimize property performance. PerformanceHQ offers detailed analytics, best-in-class content, and role-based experiences that simplify administration and reduce risk. Plus, integrated AI tools translate disconnected data into actionable insights that help leaders improve overall satisfaction, operational efficiency, and NOI.  Disparate solutions cannot compare to the cycle of improvement that is possible through PerformanceHQ. By integrating key admin functionality and analytics across solutions, you can drive overall performance and maximize the return on your technology investment. More About PerformanceHQ Built for Operators Who Need More Than a Shop Score Mystery shopping that connects directly to training outcomes. Spot the gap, assign the fix, track the improvement - all in PerformanceHQ. Get Your Free Demo Important notes: - Published on: 2025-11-26 14:53:12 - Category: Pages - [Demo Focused Page – Mystery Shopping](https://gracehill.com/demo/mystery-shopping/): Find the Gaps in Your Leasing Experience Before They Cost You Grace Hill's mystery shopping is now unified with training inside PerformanceHQ - so you can spot skill gaps and close them without switching platforms. See It in Action A… ------------------------- # 2026 Realync Customer Lookalike Audience – Google Ads > Close Leases 47% Faster With Virtual Tours Built for Multifamily See how Realync's virtual leasing and video tools streamline tours, convert more prospects, and reduce vacancy loss - all from one platform. No pressure. No obligations. Just a quick walkthrough… Full Content: Close Leases 47% Faster With Virtual Tours Built for Multifamily See how Realync's virtual leasing and video tools streamline tours, convert more prospects, and reduce vacancy loss - all from one platform. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Here's What Multifamily Teams Are Saying About Realync "Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "From pilot to portfolio-wide rollout, the Realync team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group "It's super easy to build rapport with prospects even if they may not have the option to visit before leasing an apartment. It gives that prospect more trust when making their decision." Luisa Smoot Previous Property Manager at Greystar Unlock Smarter Leasing Today See how Realync's Live Video Intelligence helps your agents connect better, follow up faster, and close more leases - all with AI-powered insights. See Realync in Action Trusted by Leading Multifamily Organizations Common Questions About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn more. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. What if my team is too busy for video? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. Learn more about Realync Studios. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. Ready To See How Realync Drives Higher Lead-To-Lease Conversion Rates? Our experts will create a customized video strategy tailored to your challenges and goals. Get My Free Demo Important notes: - Published on: 2026-04-28 16:11:19 - Category: Pages - [2026 Realync Customer Lookalike Audience – Google Ads](https://gracehill.com/realync-virtual-leasing-and-video-tools-demo/): Close Leases 47% Faster With Virtual Tours Built for Multifamily See how Realync's virtual leasing and video tools streamline tours, convert more prospects, and reduce vacancy loss - all from one platform. No pressure. No obligations. Just a quick walkthrough… ------------------------- # Q2 26 LinkedIn Ads//Realync Student Housing > Streamline Student Leasing and Slash Tour Times by 58% On-demand video and AI-translated virtual tours that close student housing leases faster. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Clients experienced reducedvacancy loss by 5-11 Days… Full Content: Streamline Student Leasing and Slash Tour Times by 58% On-demand video and AI-translated virtual tours that close student housing leases faster. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Clients experienced reducedvacancy loss by 5-11 Days Onsite teams using Realync reduced tour time by 58% With Realync, prospects are 47% more likely to lease. Realync Turns Views into Signed Leases Deliver on-demand video tours with 24/7 access for out-of-state and international students. Host live virtual tours so students and parents can see the exact unit before signing. Use AI voice translation on tours for multilingual students. Personalize follow-up videos that keep students engaged. Keep students informed with move-in guidance, community messages, and more! Record unit condition at move-out with date-stamped video walk-throughs. More engagement. Faster decisions. Higher conversion. See Realync for Student Housing Used by Leading Student Housing Organizations Common Questions About Realync Who uses Realync? Multifamily leasing teams, including student housing communities, use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, student housing, new development, and stabilized communities. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn more. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. What if my team is too busy for video? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. Learn more about Realync Studios. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. See What Realync Can Do for Your Student Housing Properties. Get a demo tailored to your team's goals and see the results for yourself. Schedule Personalized Demo Important notes: - Published on: 2026-05-21 09:37:55 - Category: Pages - [Q2 26 LinkedIn Ads//Realync Student Housing](https://gracehill.com/student-housing-virtual-leasing-and-video-tools/): Streamline Student Leasing and Slash Tour Times by 58% On-demand video and AI-translated virtual tours that close student housing leases faster. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Clients experienced reducedvacancy loss by 5-11 Days… ------------------------- # 2026 Realync Meta Retargeting Ads > Prospects Are 47% More Likely to Lease With Realync See how multifamily's leading virtual leasing platform helps your team convert more leads, reduce vacancy, and spend less time on-site chasing tours. No pressure. No obligations. Just a quick walkthrough tailored… Full Content: Prospects Are 47% More Likely to Lease With Realync See how multifamily's leading virtual leasing platform helps your team convert more leads, reduce vacancy, and spend less time on-site chasing tours. No pressure. No obligations. Just a quick walkthrough tailored to your goals. With Realync, prospects are 47% more likely to lease. Onsite teams using Realync reduced tour time by 58%. Clients experienced reducedvacancy loss by 5-11 Days. Trusted by Teams. Proven by Results. "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group Unlock Smarter Leasing Today See how Realync's Live Video Intelligence helps your agents connect better, follow up faster, and close more leases - all with AI-powered insights. Get a Full Tour of Realync Used by Leading Multifamily Organizations Common Questions About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn more. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. What if my team is too busy for video? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. Learn more about Realync Studios. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. See What Realync Can Do for Your Properties. Get a demo tailored to your team's goals and see the results for yourself. Schedule My Free Demo Important notes: - Published on: 2026-01-06 12:17:59 - Category: Pages - [2026 Realync Meta Retargeting Ads](https://gracehill.com/see-realync-in-action/): Prospects Are 47% More Likely to Lease With Realync See how multifamily's leading virtual leasing platform helps your team convert more leads, reduce vacancy, and spend less time on-site chasing tours. No pressure. No obligations. Just a quick walkthrough tailored… ------------------------- # Demo Focused Page – Realync > Prospects Are 47% More Likely to Lease With Realync See how multifamily's leading virtual leasing platform helps your team convert more leads, reduce vacancy, and spend less time on-site chasing tours. See It For Yourself A Realync expert will reach… Full Content: Prospects Are 47% More Likely to Lease With Realync See how multifamily's leading virtual leasing platform helps your team convert more leads, reduce vacancy, and spend less time on-site chasing tours. See It For Yourself A Realync expert will reach out within 1 business day. With Realync, prospects are 47% more likely to lease. Onsite teams using Realync reduced tour time by 58%. Clients experienced reducedvacancy loss by 5-11 Days. Trusted by Multifamily Teams. Proven by Results. "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi VP of Marketing at Franklin Group "Realync has been an invaluable strategic partner. From pilot to portfolio-wide rollout, their team has continuously refined their product and support to meet our needs, delivering measurable results. This is the type of tech company every multifamily operator needs in their corner." Jamie Gorski Strategic Multifamily Consultant "We use Realync for live virtual tours, sending follow-up videos of apartments prospects are considering and as a leasing tool on our digital listings. The ability to seamlessly combine video clips allows us to edit footage easily - something our onsite teams might not feel confident doing on their own. As a marketer, I've especially appreciated the AI integrations being added to the platform." Faith Barker Marketing Manager at Trilogy Real Estate Group Used by Leading Multifamily Organizations Common Questions About Realync Who uses Realync? Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties. What type of property is Realync best suited for? Realync specializes in multifamily. All classes and types of properties use Realync - Class A, Class B, Class C, lease-ups, new development, and stabilized communities. Does Realync integrate with my current systems? Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Learn more. How do leasing teams get trained with Realync? We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand. What if my teams are too busy for video? Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. Learn more about Realync Studios. Is Realync WCAG and Fair Housing compliant? Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users - regardless of ability - can fully engage with our platform. See What Realync Can Do for Your Properties. Get a demo tailored to your team's goals and see the results for yourself. Schedule My Free Demo Important notes: - Published on: 2025-11-26 15:11:46 - Category: Pages - [Demo Focused Page – Realync](https://gracehill.com/demo/virtual-leasing-and-video-tools/): Prospects Are 47% More Likely to Lease With Realync See how multifamily's leading virtual leasing platform helps your team convert more leads, reduce vacancy, and spend less time on-site chasing tours. See It For Yourself A Realync expert will reach… ------------------------- # 2026 MFam Survey Customer Lookalike Audience – Google Ads > The Survey Platform Multifamily Teams Trust From survey to action plan in minutes. See why top-performing multifamily organizations rely on Grace Hill to measure what matters most. Our industry experts will help your customize the survey program that best fits… Full Content: The Survey Platform Multifamily Teams Trust From survey to action plan in minutes. See why top-performing multifamily organizations rely on Grace Hill to measure what matters most. Our industry experts will help your customize the survey program that best fits with your business goals. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Top Multifamily Teams Don't Guess. They Measure. "Intelligence+ saves me 40 hours per month in survey analysis. Now we can execute a plan quicker, allowing us to really have a better effect on resident satisfaction and retention." Welton McCrary Director of Property Management at Perennial Properties "Grace Hill has helped us with our engagement surveys for several years, and helps us continuously improve on our processes and reporting. They are a wonderful team and make what feels like a daunting task so easy." Angela Stavropoulos HRIS Director at AIR Communities "Using Grace Hill Surveys gives us real-time feedback on important milestones of the prospect and resident journey including tours, move-ins, maintenance requests, and the move-out process." Patricia DeGasperis Regional Director of Operations at QuadReal "We are rather obsessed with Grace Hill Surveys and use it to drive focus and change in almost everything we do. If it's not measured with surveys, it must not be that important." Brian Ericson VP of Marketing at Sparrow Partners Trusted by Leading Multifamily Organizations Trusted surveys and industry-leading benchmarks, now in a single platform with all Grace Hill solutions. Explore the enhanced survey features in PerformanceHQ by clicking each option below. Intelligence+ Action Plans Text/SMS Surveys Data Transfers Customization Survey Translations Intelligence+ [fl_builder_insert_layout id="48282" type="fl-builder-template"] Action Plans [fl_builder_insert_layout id="48283" type="fl-builder-template"] Text/SMS Surveys [fl_builder_insert_layout id="49288" type="fl-builder-template"] Data Transfers [fl_builder_insert_layout id="48279" type="fl-builder-template"] Customization [fl_builder_insert_layout id="48280" type="fl-builder-template"] Survey Translations [fl_builder_insert_layout id="48281" type="fl-builder-template"] Better Feedback. Lower Turnover. Stronger Performance. See how Grace Hill helps multifamily teams close the gap between what residents and employees experience and what leadership actually knows. Request My Demo Important notes: - Published on: 2026-04-29 12:41:14 - Category: Pages - [2026 MFam Survey Customer Lookalike Audience – Google Ads](https://gracehill.com/multifamily-survey-demo/): The Survey Platform Multifamily Teams Trust From survey to action plan in minutes. See why top-performing multifamily organizations rely on Grace Hill to measure what matters most. Our industry experts will help your customize the survey program that best fits… ------------------------- # Demo Focused Page – Surveys > Stop Guessing. Start Acting on Real Feedback. Grace Hill Surveys captures feedback across the entire resident, tenant, and employee experience - and turns it into clear, actionable insights your team can act on immediately. See how leading operators use it… Full Content: Stop Guessing. Start Acting on Real Feedback. Grace Hill Surveys captures feedback across the entire resident, tenant, and employee experience - and turns it into clear, actionable insights your team can act on immediately. See how leading operators use it to improve satisfaction, reduce turnover, and make smarter decisions across their portfolio. See It For Yourself A quick walkthrough tailored to your team's goals. No pressure, no obligations. Proof It Works. Don't Take Our Word for It. "Intelligence+ saves me 40 hours per month in survey analysis. Now we can execute a plan quicker, allowing us to really have a better effect on resident satisfaction and retention." Welton McCrary Director of Property Management at Perennial Properties "We are rather obsessed with Grace Hill Surveys and use it to drive focus and change in almost everything we do. If it's not measured with surveys, it must not be that important." Brian Ericson VP of Marketing at Sparrow Partners "We achieved success from the start implementing Grace Hill Surveys across our 50+ location portfolio. It worked as promised - and from the start. It's rare in today's world what's promised is delivered. The Grace Hill team delivered for us." Thomas Stanchack Director of Sustainability at Stoneweg "Kingsley is a recognized and leading name in the industry. So when our vendors and tenants get the survey, they know it's a real request for information; they trust that their participation is not going to be misrepresented." Michael Aisner RPA, LEED AP SVP, Property Management at RXR Realty "Using  Grace Hill Surveys gives us real-time feedback on important milestones of the prospect and resident journey including tours, move-ins, maintenance requests, and the move-out process." Patricia DeGasperis Regional Director of Operations at QuadReal Trusted Across Multifamily and Commercial Real Estate Every Survey Feature Your Team Needs -All in PerformanceHQ Explore the enhanced survey features in PerformanceHQ by clicking each option below. Intelligence+ Action Plans Text/SMS Surveys Data Transfers Customization Survey Translations Intelligence+ [fl_builder_insert_layout id="48282" type="fl-builder-template"] Action Plans [fl_builder_insert_layout id="48283" type="fl-builder-template"] Text/SMS Surveys [fl_builder_insert_layout id="49288" type="fl-builder-template"] Data Transfers [fl_builder_insert_layout id="48279" type="fl-builder-template"] Customization [fl_builder_insert_layout id="48280" type="fl-builder-template"] Survey Translations [fl_builder_insert_layout id="48281" type="fl-builder-template"] Better Feedback. Clearer Insights. Faster Action. See how Grace Hill helps multifamily and CRE teams turn resident, tenant, and employee feedback into actionable insights so leadership can make faster, smarter decisions across the portfolio. Request My Demo Important notes: - Published on: 2025-10-27 14:52:59 - Category: Pages - [Demo Focused Page – Surveys](https://gracehill.com/demo/surveys/): Stop Guessing. Start Acting on Real Feedback. Grace Hill Surveys captures feedback across the entire resident, tenant, and employee experience - and turns it into clear, actionable insights your team can act on immediately. See how leading operators use it… ------------------------- # Training – Google Ads > See For Yourself Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Training multifamily teams is hard. You… Full Content: See For Yourself Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Training multifamily teams is hard. You don't have to do it alone! Grace Hill is trusted by more than 2,800 companies, so you can be confident that you'll have what you need to educate employees and reduce risk in your organization. Our award-winning training content is comprehensive and customizable, with easy-to-use tools that make administration a breeze! A Better Onboarding and Training Experience In rental housing, mistakes can be costly, fines, legal fees, and even your reputation. Now more than ever, it's important to provide a comprehensive training program that protects the business and drives performance. We're here to help. Grace Hill empowers your teams with effective and customizable training. Don't just check the box for required compliance courses. Invest in your team with education that takes their career and your property to the next level. Industry specific The stakes are too high for generic training. Our content is developed specifically for rental housing, so you can be confident that it fit your unique needs, and help you succeed. Essential topics. We are multifamily experts from fair housing and on site safety, to tax credit and leadership development, we help you go beyond compliance with the most extensive training library in the industry. Learning science. Your team is too busy for long, boring trainings they won't retain. Grace Hills courses are developed using learning science, so learners are engaged and can immediately apply new skills. Plus, we continually update our content as the industry and legislation change, so you don't have to. Ready to drive performance in your people and properties? Contact us today to see how Grace Hill can help. Standardize onboarding with repeatable, templated plans instead of manual processes. Speed up productivity and reduce risk with a formal, trackable onboarding process. Boost retention with short courses that fit into busy work days. Engage employees with interactive training content in a variety of formats. Support a diverse team with Spanish-language courses and translation tools. Add topic-specific training with optional Elective Bundles. Poor onboarding leads to a 50% higher employee turnover rate. Streamline your onboarding process and ensure every employee has a clear path to success! Request a Demo Comprehensive Content Library Grace Hill covers all the multifamily topics important to your business. You'll never worry about outdated training content - we monitor industry and regulatory changes, so you don't have to! Our comprehensive catalog covers all the topics you need to train your team: Fair HousingSexual HarassmentTax Credit ComplianceRisk & Crisis ManagementHuman Trafficking Leasing & Sales SkillsVirtual LeasingCustomer ServiceLeadership DevelopmentDiversity, Equity & Inclusion Emotional IntelligenceBasic to Advanced Maintenance SkillsSafety SeriesIndustry Partner ContentSparks Microlearning "Grace Hill's PerformanceHQ is an amazing LMS. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!" Michael Johnson Director of Training at AOG Living "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management at Gumenick Properties "Grace Hill is an extraordinary platform for training and development that can really impact your bottom line and reduce risk." Lori Agudo Director of Training & Talent Development at Royal American Management, Inc "Being able to have a video library for team members to review anytime they need has been very convenient and saves time, and now we don't have to pull regional managers away from other important responsibilities." Julia Balmaceda Human Resource Manager at Busboom Group "I chose Grace Hill not only because of their industry-specific platform - they have an amazing support department dedicated to assisting in answering questions quickly. It has been exciting to have a partner who understands our business and employs people who have been in property management positions." Christie Upp Director of Training at Apartment Management Professionals, LLC "Grace Hill's training is the best in real estate." American Business Awards® Access trusted courses and features through our award-winning platform. Explore the enhanced features in PerformanceHQ by clicking through each option below. Analytics Course Builder Learning Plans Employee Dashboards Awards Compliance Tracking Dashboard Instructor-Led Training Analytics [fl_builder_insert_layout id="45799" type="fl-builder-template"] Course Builder [fl_builder_insert_layout id="45802" type="fl-builder-template"] Learning Plans [fl_builder_insert_layout id="45804" type="fl-builder-template"] Employee Dashboards [fl_builder_insert_layout id="45803" type="fl-builder-template"] Awards [fl_builder_insert_layout id="40167" type="fl-builder-template"] Compliance Tracking Dashboard [fl_builder_insert_layout id="45801" type="fl-builder-template"] Instructor-Led Training [fl_builder_insert_layout id="45798" type="fl-builder-template"] SkillCat Mobile Maintenance Training Increase your team's skills with convenient mobile maintenance training and certifications. Request a Demo 1. *https://workplaceintelligence.com/upskilling-study/ 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2023-12-04 17:25:52 - Category: Pages - [Training – Google Ads](https://gracehill.com/property-management-training/): See For Yourself Take a look at Grace Hill's award-winning, industry-specific onboarding and training experience for multifamily teams that deserve the best. No pressure. No obligations. Just a quick walkthrough tailored to your goals. Training multifamily teams is hard. You… ------------------------- # Vision/Training/AdWords > Experience Training That's Better for Everyone. Training and development are critical to your success - and generic systems just don't cut it! That's why we built our Learning Management System (LMS) to deliver the training you need in a system… Full Content: Experience Training That's Better for Everyone. Training and development are critical to your success - and generic systems just don't cut it! That's why we built our Learning Management System (LMS) to deliver the training you need in a system that's easy to use and specifically designed for multifamily. You'll have training content that covers all the essential topics, a platform you can customize, and a backend system that's easy to manage and scale. Retain Top Talent Improve Property Performance Achieve Full Compliance Execute with Ease Comprehensive Training Content. Our courses cover all of the essential topics. And you'll never worry about outdated training - we monitor industry and regulatory changes, so you don't have to. Fair Housing*Sexual HarassmentTax Credit ComplianceRisk & Crisis ManagementHuman Trafficking Leasing & Sales SkillsVirtual LeasingCustomer ServiceLeadership DevelopmentDiversity, Equity & Inclusion Emotional IntelligenceBasic to Advanced Maintenance SkillsSafety SeriesIndustry Partner Content We have even more training content! See the complete Vision catalog today. View the Course Catalog Now * Grace Hill's Fair Housing courses are approved for use by the Texas Dept. of Housing & Community Affairs (TDHCA) and Virginia's Dept. of Professional & Occupational Regulation (DPOR) Empower Your Team With Better Training. Boost knowledge retention with short courses that fit into busy work days.Engage employees with interactive training content developed with learning science.Make training inclusive with Spanish-language courses, translation tools, and vision-impaired software compatibility. "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management Gumenick Properties Take the first step to training with better content! We are eager to help you build a custom training content plan that helps you improve property performance. REQUEST A LIVE DEMO Generic Systems Don't Cut It. The most successful training never uses a one-size-fits-all approach. The reality is that your team is unique - and you need a learning management system that can flex with you as you change and grow. However you need to deliver training, Vision has the content and platform to help you succeed. Training You Can Customize to Your Unique Structure. Bring training to your team anywhere with a mobile-accessible platform.Host live instructor-led training virtually with integrated Zoom conferencing.Create or import your own custom training with our plug-and-play course builder and media drive. Move past generic systems that don't perform. Contact us now to schedule a personalized demo and the difference a custom-developed training platform makes. GET A PERSONALIZED DEMO Easy to Learn. Easy to Manage. Rest easy knowing that Vision is as effortless and intuitive to manage as it is to learn. We know you wear many hats in multifamily and complicated processes just get in the way. Vision makes it easy to manage your training program because we developed the backend of the learning management system with critical features. In addition, you'll have the support you need to be successful with our on-demand admin training, expert consultation, and technical support always at the ready. Take the Stress Out of Managing Your Training. Save time by connecting your HRIS for automated user access management. Leverage automated email alerts and assignment notifications to remind the team about training. Send automated reports with training insights to company stakeholders. Reference self-serve training resources for admins and technical support. Make Your Job Easier. Contact us to see how Vision can simplify managing your multifamily property management training. GET A DEMO The Learning Management System That Helps You Perform. What's the point of a training system if it doesn't boost your bottom line? With nearly 25 years of industry expertise, Vision's training content and intuitive platform help multifamily teams improve performance every day. You need an LMS that helps you retain top talent, improve property performance, and mitigate risk and liability. Retain Top Talent. Surveys show that 86% of respondents wish their employer offered more opportunities to acquire new skills.* Vision helps reduce employee turnover and retain top talent by keeping your team knowledgeable and highly skilled. Foster a culture of professional development with a full library of job-related training. Onboard your newest employees with proper training that sets them up for success. Cultivate your next wave of managers and supervisors with our Leadership Development course series. * As reported by Businesswire, UiPath surveyed 4,500 office workers in March 2020. Improve Property Performance. Automatically assign training based on position to increase expertise in operations management, sales and customer service, and maintenance skills. Incorporate refresher courses and microlearning boosters to reinforce knowledge and skills. Use the custom course builder to add training for unique systems and processes. Mitigate Risk and Liability. Protect against fair housing claims with the most trusted training series in the industry. Assign courses that improve risk management and cybersecurity awareness. Add our tax credit compliance course series so employees stay in compliance with housing authority guidelines. Vision by The Numbers 500,000+ Number of people using Vision annually* 3.4 million Number of course completions annually* 2.9 million Number of training hours annually* We think Vision is the perfect solution for multifamily training, and we'd love to show you how it will benefit your team! We also understand that sometimes the decision to set up a new LMS requires additional support in your company. Download the Vision brochure now and share it with your colleagues before contacting us for a live, personalized demo. Download the Vision Brochure Ready to dominate the industry? Let's chat about how Grace Hill's training helps you get there. A Comprehensive Talent Management Solution Take your training to the next level by combining policy manuals, mystery shopping, employee and resident surveys, and reputation management solutions. Create a continual cycle of improvement with the power of Grace Hill's entire product suite.  Training The leading learning management system in multifamily. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-01-30 17:09:46 - Category: Pages - [Vision/Training/AdWords](https://gracehill.com/property-management-training/adwords/): Experience Training That's Better for Everyone. Training and development are critical to your success - and generic systems just don't cut it! That's why we built our Learning Management System (LMS) to deliver the training you need in a system… ------------------------- # Employee Engagement Program LP – LinkedIn Campaign > When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Employee turnover costs real estate organizations over $2.5 million per year¹ in recruiting, training, and lost productivity!  32.7% Annual Employee Turnover… Full Content: When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Employee turnover costs real estate organizations over $2.5 million per year¹ in recruiting, training, and lost productivity!  32.7% Annual Employee Turnover Rate² $300 Million Average Cost of Disengaged Employees³ $4,700 Average Cost Per Hire Plus, 36 to 42 Days to Fill a Position⁴ Retain Top Talent. Reduce Employee Turnover. Grace Hill's Employee Engagement Program, now in PerformanceHQ, helps you understand what matters most to your team and develop a culture where employees feel valued. By measuring what is working (or not working) in your company, you can proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. Reduce Turnover Costs Increase Retention Improve Stakeholder Relations Create a Culture of Belonging "Having launched employee surveys with other companies, this is always a task I've dreaded in the past. Grace Hill made the process easy, listened to feedback provided, and found creative solutions to capture the data we were looking for. The team was amazing, and I truly look forward to working with them again for next year's launch!" JacLyn Pagnotta Managing Director, HR Rose Associates What you don't know can hurt you. Continually monitor the employee experience with Annual and Pulse Surveys to gain key engagement insights into what is driving, or retracting from, satisfaction and retention. Get a Demo Gain a Full Picture of Performance Capture and measure employee sentiment KPIs over time. Continually benchmark and improve performance. Gather unbiased feedback across seven dimensions of employee engagement. Capture Feedback at Critical Moments Access PerformanceHQ to easily select the topics you would like to follow up on and initiate a Pulse Survey to measure your progress on any question or topic from the Annual Employee Survey. These ongoing, targeted insights help you better understand what is driving or hindering employee satisfaction and retention. Instant Insights and Actionable Benchmarks Reducing the time it takes to act on employee feedback builds trust and loyalty among your team. We offer alert notifications to help you respond immediately to concerns and develop solutions before it's too late. Plus, you can compare your results to the Kingsley Index™ for relevant benchmarks that highlight where to focus your improvement efforts. Schedule a Demo Survey Tools That Make Performance Improvement Easy Export your survey results in PerformanceHQ to easily share with leadership and investors and for GRESB initiatives. AI Sentiment Analysis can instantly consolidate vast amounts of employee feedback to identify sentiment themes across your survey comments. No one analyzes survey data better than Grace Hill and KingsleySurveys. We're experts in commercial and multifamily real estate surveys, so you can rest assured that your data is the best in business. Plus, our dedicated team can customize your survey questions and branding to fit your organization's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and steps to improve employee retention. Find out how KingsleySurveys can help you get more actionable feedback from your employees! Complete the form below for a personalized demo. 1. Employee turnover costs per year 2. Annual Employee Turnover Rate 3. Average Cost of Disengaged Employees 4. Average Cost Per Hire Important notes: - Published on: 2024-09-17 11:37:17 - Category: Pages - [Employee Engagement Program LP – LinkedIn Campaign](https://gracehill.com/solutions/satisfaction-surveys/employee-lp-li/): When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Employee turnover costs real estate organizations over $2.5 million per year¹ in recruiting, training, and lost productivity!  32.7% Annual Employee Turnover… ------------------------- # Surveys – Employee Engagement Program LP > When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Employee turnover costs real estate organizations over $2.5 million per year¹ in recruiting, training, and lost productivity!  32.7% Annual Employee Turnover… Full Content: When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Employee turnover costs real estate organizations over $2.5 million per year¹ in recruiting, training, and lost productivity!  32.7% Annual Employee Turnover Rate² $300 Million Average Cost of Disengaged Employees³ $4,700 Average Cost Per Hire Plus, 36 to 42 Days to Fill a Position⁴ Retain Top Talent. Reduce Employee Turnover. Grace Hill's Employee Engagement Program, now in PerformanceHQ, helps you understand what matters most to your team and develop a culture where employees feel valued. By measuring what is working (or not working) in your company, you can proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. Reduce Turnover Costs Increase Retention Improve Stakeholder Relations Create a Culture of Belonging "Having launched employee surveys with other companies, this is always a task I've dreaded in the past. Grace Hill made the process easy, listened to feedback provided, and found creative solutions to capture the data we were looking for. The team was amazing, and I truly look forward to working with them again for next year's launch!" JacLyn Pagnotta Managing Director, HR Rose Associates What you don't know can hurt you. Continually monitor the employee experience with Annual and Pulse Surveys to gain key engagement insights into what is driving, or retracting from, satisfaction and retention. Get a Demo Gain a Full Picture of Performance Capture and measure employee sentiment KPIs over time. Continually benchmark and improve performance. Gather unbiased feedback across seven dimensions of employee engagement. Capture Feedback at Critical Moments Access PerformanceHQ to easily select the topics you would like to follow up on and initiate a Pulse Survey to measure your progress on any question or topic from the Annual Employee Survey. These ongoing, targeted insights help you better understand what is driving or hindering employee satisfaction and retention. Instant Insights and Actionable Benchmarks Reducing the time it takes to act on employee feedback builds trust and loyalty among your team. We offer alert notifications to help you respond immediately to concerns and develop solutions before it's too late. Plus, you can compare your results to the Kingsley Index™ for relevant benchmarks that highlight where to focus your improvement efforts. Survey Tools That Make Performance Improvement Easy Export your survey results from PerformanceHQ to easily share with leadership and investors and for GRESB initiatives. Leverage AI Sentiment Analysis to instantly consolidate vast amounts of employee feedback and identify sentiment themes across your survey comments! No one analyzes survey data better than Grace Hill and KingsleySurveys. We're experts in commercial and multifamily real estate surveys, so you can rest assured that your data is the best in business. Plus, our dedicated team can customize your survey questions and branding to fit your organization's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and steps to improve employee retention. Find out how KingsleySurveys can help you get more actionable feedback from your employees! Complete the form below for a personalized demo. 1. Employee turnover costs per year 2. Annual Employee Turnover Rate 3. Average Cost of Disengaged Employees 4. Average Cost Per Hire Important notes: - Published on: 2024-09-13 10:27:20 - Category: Pages - [Surveys – Employee Engagement Program LP](https://gracehill.com/solutions/satisfaction-surveys/employee-lp/): When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Employee turnover costs real estate organizations over $2.5 million per year¹ in recruiting, training, and lost productivity!  32.7% Annual Employee Turnover… ------------------------- # Multifamily – Maintenance Supervisor > Multifamily Maintenance Supervisors Reduce work order backlog while improving employee retention with solutions from Grace Hill. Request a Demo It is no secret that multifamily maintenance is facing a significant staffing shortage. The increasing complexity of equipment, lack of training,… Full Content: Multifamily Maintenance Supervisors Reduce work order backlog while improving employee retention with solutions from Grace Hill. Request a Demo It is no secret that multifamily maintenance is facing a significant staffing shortage. The increasing complexity of equipment, lack of training, and aging workforce are just a few of the causes. As a result, your maintenance techs are often overworked, feel stressed, and sometimes not well-equipped to properly resolve service requests. Your onsite maintenance teams deserve the tools necessary to be successful and stay safe in their role. Reduce Callbacks and Disruptions Lack of technical expertise can result in multiple work order callbacks, which are both costly and detrimental to resident satisfaction.  Without effective procedures for handling maintenance situations, there is no guideline for your team to follow, leading to confusion. Plus, you must also adhere to industry safety standards and implement measures to protect residents and staff. Keep residents satisfied with quality and timely maintenance and repairs done right - the first time. Control Maintenance and Repair Expenses Under-skilled maintenance techs often rely on expensive outside vendors to handle complex repairs. This lack of expertise on the team leads to unnecessarily replacing equipment or additional labor expenses that can bust your repair budget.  As a diligent Maintenance Supervisor, you are constantly exploring new strategies to reduce expenses while maintaining high standards of service. It is proven that by properly onboarding and training your onsite maintenance techs, you will retain them longer! When you invest in and provide your team with the resources to do their jobs well - why would they want to work anywhere else? Invest in Your Techs, or Someone Else Will Limited support and maintenance training resources make it difficult for techs to grow their skills. Providing your maintenance team with essential tools for success can help employees feel valued and, ultimately, reduce turnover rates. 39% Average Onsite Maintenance Turnover₁ 76% Of employees say they are more likely to stay with a company that offers continuous training.₂ Request a Demo Run an Effective, Cost-Efficient Maintenance Program Transform your maintenance program into a valuable asset for your community with tools built with your team in mind. Property Maintenance Training Equip your maintenance teams to care for your properties effectively and within budget. Our maintenance training provides your team with a proper understanding of the basics of plumbing and electrical systems, HVAC, and more, helping them recognize the signs of potential issues before they become costly. Through interactive exercises and online assessments, techs can learn how to optimize their maintenance process to ensure the highest level of resident satisfaction. A sampling of our course titles include: Quick Start: Curb AppealPreparing a Perfect Market Ready ApartmentPreventative MaintenanceSeries: Leading Edge of Maintenance Provide the necessary skills to your maintenance team to ensure that properties are properly maintained and functioning at their peak for years to come. Multifamily Maintenance Policies Maintain and care for your property with a solid and effective plan. Grace Hill's Maintenance Manual includes over 40 policies to guide your team on safely maintaining buildings and property, including procedures for daily tasks and emergency situations. Policies and procedure titles include: Back Injury PreventionBed Bug ProceduresLadder SafetyMold Prevention and Detection Add our Essential Forms to get a jump start on documentation, with 15+ forms and logs specific for maintenance, including: Exterior Light Inspection ReportFire Extinguisher Inspection LogIncident ReportNotice of Maintenance Define expectations and give your team a clear plan for safely keeping the property looking its best with Policies from Grace Hill! SkillCat Mobile Maintenance Conveniently accessed through a mobile app, SkillCat helps maintenance techs get the job done right - without calling an outside vendor! Provide your team with essential technical skills and invest in their career while reducing unnecessary repair costs. SkillCat is designed to mimic hands-on experience so your maintenance techs can get access to training tools anytime, anywhere! Troubleshooting ToolsReal-Life SimulationsOn-the-Job AssessmentsEPA, OSHA & CPO Certifications Access appliance manuals, error code look-ups, checklists, and diagnostic tools to provide the support techs need to complete work orders faster. "It is a challenging position because you need to know everything: construction, appliance repair, HVAC maintenance, fixture installs, and more. Doing as much as you can in-house without calling an outside company is always a goal." Erica Counts Facilities Operations Specialist "With SkillCat, we saw a 10% decrease in vendors within a few months." Zach McBrein Regional Asset Manager at Four Star Realty "The tools are a huge help. It shortens the learning curve...everything is in one place. So, that is a tremendous resource for efficiency in the field." Trenton Knight Director of Property Services at Dream Residential Reit (DRR) By investing in your maintenance team's professional development and documenting policies and procedures to make things clear, you can equip them with the essential tools needed to diagnose and repair issues efficiently. This improves resident satisfaction and reduces unnecessary repair expenses, saving your property valuable resources. Your maintenance team deserves the best! Invest in policies and training that prioritize their safety, training, and job satisfaction to demonstrate their value to your organization. More Maintenance Tools and Insights [dynamic_resources_rows topic="maintenance"] Important notes: - Published on: 2024-10-31 09:33:59 - Category: Pages - [Multifamily – Maintenance Supervisor](https://gracehill.com/industries/multifamily/maintenance-supervisor/): Multifamily Maintenance Supervisors Reduce work order backlog while improving employee retention with solutions from Grace Hill. Request a Demo It is no secret that multifamily maintenance is facing a significant staffing shortage. The increasing complexity of equipment, lack of training,… ------------------------- # Multifamily Owners and Operators – Top Funnel Persona Drip LP > Multifamily Property Management Owners and Operators Create a long-term vision and lead your company to success. Request a Demo As a multifamily owner and operator, you are always looking for opportunities to improve overall performance. You search for additional ways… Full Content: Multifamily Property Management Owners and Operators Create a long-term vision and lead your company to success. Request a Demo As a multifamily owner and operator, you are always looking for opportunities to improve overall performance. You search for additional ways to increase operational efficiencies, combat rising costs, and offset liability, all while building a positive company culture that supports your staff and residents. Your ability to effectively address these challenges is critical to the success of your property management company, and you don't have to do it alone. Stand Out From The Competition The multifamily housing market is fiercely competitive, with new developments and existing properties constantly vying for residents. Today's renters also have high expectations with varying needs and lifestyles to appeal to. What is your strategy to stand out from the competition?  Differentiating your properties and brand by offering compelling amenities is crucial to attract and retain high-quality residents. This requires a continuous focus on resident satisfaction and feedback to stay ahead of market trends and win more leases. You must also compete for the best employees in the industry to keep your residents happy and properties running smoothly. Without well-trained and equipped teams onsite to carry out your plans, even the most sound strategies can fail. Request a Demo Protect Your Reputation In today's competitive landscape, cultivating strong relationships,  addressing concerns, and ensuring high levels of resident and employee satisfaction are critical to your reputation. A tarnished reputation can significantly impact your ability to attract and retain quality residents, recruit and retain top talent, and maintain positive relationships with local communities. Negative online reviews, social media backlash, or even lawsuits can damage your brand and make it difficult to compete in the market. Complying with ever-changing local, state, and federal regulations related to rental housing, Fair Housing, and property maintenance can be difficult for even the most experienced property management teams. With an expert training and compliance partner like Grace Hill, you can build a strong foundation for long-term success in the multifamily industry. 76% of multifamily professionals say operational efficiencies remain as their top challenge.1 49% of managers believe that the reputation of their CEO is linked to the brand's standing.2 1 of 3 company owners say that negative reviews have caused damaged to their business.2 Create a Cycle of Improvement When you combine our best-in-class training and policy manuals with our survey, mystery shopping, and reputation management solutions, you can create a cycle of continual improvement within your organization.  These powerful products work together to increase satisfaction, improve efficiency, and reduce risk. Having one trusted company on your side for all your employee training and assessment needs delivers instant synergy to your tech stack. Request a Demo Policy, Training, and Assessment Solutions That Drive Performance Training Policies Mystery Shopping Surveys Reputation Management Virtual Leasing (Realync) Credentials & CECs Training [fl_builder_insert_layout id="17809" type="fl-builder-template"] Policies [fl_builder_insert_layout id="17778" type="fl-builder-template"] Mystery Shopping [fl_builder_insert_layout id="17828" type="fl-builder-template"] Surveys [fl_builder_insert_layout id="35959" type="fl-builder-template"] Reputation Management [fl_builder_insert_layout id="17834" type="fl-builder-template"] Virtual Leasing (Realync) [fl_builder_insert_layout id="39975" type="fl-builder-template"] Credentials & CECs [fl_builder_insert_layout id="17838" type="fl-builder-template"] "The information we get from KingsleySurveys is invaluable in assessing operations and service gaps, helping us improve in real-time rather than months after the fact. The results speak for themselves with improved satisfaction scores across all KPIs each year since we began." Laurel Zacher VP of Marketing & Customer Engagement at Security Properties Residential "Once we partnered with Grace Hill, we never had a need or desire to leave. We receive such great service and pricing; why would we?" Lydia Ackerman VP of Property Management at Darby Development Company, Inc "We have been partners with Grace Hill for over 15 years. It's exciting to see the new solutions they've added in the past couple of years. And how today, they're helping us tie together our policies, training, and mystery shopping to support the performance of our employees and properties." Pattie Woods VP of Training & Development at Fogelman Properties Stay Ahead of the Fast-Paced Multifamily Industry with a Trusted Partner Talk to our experts about your specific needs, and together, let's build a plan for success! 1National Apartment Association, 2023 2Techreport, 2024 Important notes: - Published on: 2025-04-25 09:41:29 - Category: Pages - [Multifamily Owners and Operators – Top Funnel Persona Drip LP](https://gracehill.com/multifamily-owners-and-operators/): Multifamily Property Management Owners and Operators Create a long-term vision and lead your company to success. Request a Demo As a multifamily owner and operator, you are always looking for opportunities to improve overall performance. You search for additional ways… ------------------------- # Multifamily – Owners and Operators > Property Management Owners and Operators Create a long-term vision and lead your business to success with Grace Hill. Request a Demo As a real estate owner and operator, you are always looking for opportunities to improve overall performance. You search… Full Content: Property Management Owners and Operators Create a long-term vision and lead your business to success with Grace Hill. Request a Demo As a real estate owner and operator, you are always looking for opportunities to improve overall performance. You search for additional ways to increase operational efficiencies, combat rising costs, and offset liability, all while building a positive company culture that supports your staff, tenants, and residents. Your ability to effectively address these challenges is critical to the success of your property management company, but you don't have to do it alone. 76% of real estate professionals say operational efficiencies remain as their top challenge.1 49% of managers believe that the reputation of their CEO is linked to the brand's standing.2 1 of 3 company owners say that negative reviews have caused damaged to their business.2 Stand Out From The Competition Today's market is fiercely competitive, with new developments and existing properties constantly vying for tenants and residents. Today's renters also have high expectations with varying needs and lifestyles to appeal to. What is your strategy to stand out from the competition?  Differentiating your properties and brand by offering compelling amenities is crucial to attract and retain high-quality tenants and residents. This requires a continuous focus on experience, satisfaction, and feedback to stay ahead of market trends and win more leases. Develop People. Optimize Performance. Promote Properties. When you combine Grace Hill's award-winning solutions, you can create a cycle of continual improvement within your organization. These powerful solutions work together in PerformanceHQ to attract prospects, improve occupancy, retain employees, and mitigate risk. Having one trusted company on your side for all your compliance, marketing, and assessment needs delivers instant synergy to your tech stack. Request a Demo We know the difficulty of competing for residents, tenants, employees, and investors to keep occupancy high and your properties running smoothly. But gathering accurate data for your properties can be even more challenging. You need a trusted industry partner to help you capture unbiased feedback from stakeholders. Our solutions are specifically designed for multifamily and commercial real estate organizations, ensuring that our technology will lead to improved property performance and increased asset value. A tarnished reputation can significantly impact your ability to attract and retain top talent, as well as tenants and residents. Negative online reviews, social media backlash, or even lawsuits can damage your brand and make it difficult to compete in the market. Grace Hill's Reputation Management solution leverages AI to help you be the first to know and respond to potential threats, before they escalate. Complying with ever-changing local, state, and federal regulations related to rental housing, Fair Housing, and property maintenance can be difficult for even the most experienced property management teams. With an expert compliance partner like Grace Hill, you can build a strong foundation for long-term success in the real estate industry. Trusted by over 2,800 companies, Grace Hill provides the tools you need to confidently educate employees and reduce organizational risk. Plus, our award-winning training content is comprehensive, and our Learning Management System (LMS) is easy to administer, so you can focus on what matters most - developing employees and satisfying residents! Leverage the Training Risk Calculator in the Training Analytics Dashboard to stay ahead of potential concerns. Get a snapshot of the completion rate for the courses you define as crucial to reduce your organization's financial and reputational risk, helping ensure your team is informed and your properties are protected. Calculate Your Potential Savings Now Clients with multiple Grace Hill products report increased renewal intention that translates into substantial annual turnover cost savings. Use our free calculator to see how Grace Hill solutions work together in PerformanceHQ to save your bottom line! Calculate Your Savings "Even though it's hard for me to pick a favorite part of PerformanceHQ, I really love that our teams can log into one place." Welton McCrary Director of Property Management at Perennial Properties "By streamlining everything, we're providing a better overall experience and creating more efficiencies throughout the day-to-day." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "I'm so confident that PerformanceHQ is going to give your employees a better experience than whatever you're offering today." Mary Sheets Vice President of Talent & People at Dayrise Residential "Once we partnered with Grace Hill, we never had a need or desire to leave. We receive such great service and pricing; why would we?" Lydia Ackerman VP of Property Management at Darby Development Company, Inc "We have been partners with Grace Hill for over 15 years. It's exciting to see the new solutions they've added in the past couple of years. And how today, they're helping us tie together our policies, training, and mystery shopping to support the performance of our employees and properties." Pattie Woods VP of Training & Development at Fogelman Properties Stay Ahead of the Fast-Paced Property Management Industry with a Trusted Partner Talk to our experts about your specific needs, and together, let's build a plan for success! More Industry Tools and Insights [dynamic_resources_rows topic="benchmarks-performance-metrics"] 1National Apartment Association, 2023 2Techreport, 2024 Important notes: - Published on: 2025-01-08 15:44:51 - Category: Pages - [Multifamily – Owners and Operators](https://gracehill.com/industries/multifamily/owners-and-operators/): Property Management Owners and Operators Create a long-term vision and lead your business to success with Grace Hill. Request a Demo As a real estate owner and operator, you are always looking for opportunities to improve overall performance. You search… ------------------------- # Multifamily – Risk and Compliance Manager > Risk and Compliance Managers Protect your properties, your people, and your peace of mind. Request a Demo As a Risk and Compliance Manager, you carry the immense responsibility of protecting your organization. One misstep can escalate into costly lawsuits, financial… Full Content: Risk and Compliance Managers Protect your properties, your people, and your peace of mind. Request a Demo As a Risk and Compliance Manager, you carry the immense responsibility of protecting your organization. One misstep can escalate into costly lawsuits, financial penalties, or a damaged brand reputation that takes years to rebuild. The weight of ensuring every property, employee, and process aligns with ever-changing regulations can feel overwhelming, and the stakes couldn't be higher. You deserve a solution that helps you stay ahead of risks before they become liabilities. Grace Hill helps safeguard your business with industry-leading solutions, helping you build a compliant, high-performing workforce while avoiding the devastating consequences of avoidable risk. Grace Hill Helps Risk and Compliance Managers: Stay Ahead of Changing Laws and Regulations Proactively Spot Emerging Risks Before They Escalate Mitigate Risk With Actionable Data Minimize Legal and Financial Liability Measure and Improve Employee Compliance Training isn't just a box to check - it's essential to protecting your business and the well-being of your residents. Grace Hill provides the largest library of up-to-date risk mitigation courses and policies! Quickly drill down into compliance data for specific properties, positions, or individuals. Keep employees on track with automated reminders, personalized dashboards, and notifications. Automatically email reports to executives and stakeholders, giving them visibility into compliance without additional admin time. Fair Housing Without The Hassle! Grace Hill's Fair Housing courses are approved by the Texas Department of Housing & Community Affairs (TDHCA) and Virginia's Department of Professional & Occupational Regulation (DPOR). We'll manage the renewals, safeguarding your property and your people from avoidable risks. Comprehensive Compliance Analytics at Your Fingertips Leverage the Training Risk Calculator in the Training Analytics Dashboard to stay ahead of potential concerns. Get a snapshot of the completion rate for the courses you define as crucial to reduce your organization's financial and reputational risk, helping ensure your team is informed and your properties are protected. "The feedback we've gotten from our onsite learners and trainers is that they love the microlearning environment. Everyone's busy, and being able to get information in bite-sized chunks is so helpful." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "One of my favorite tools in PerformanceHQ is Capture Wizard. It's truly a wizard inside of a machine. From someone who's used every product under the sun, to be able to use Capture Wizard with ease all in one place - it's mind-blowingly awesome." Jessica Dodge Director of Employee Development at Harbor Group "With all the legislative and Fair Housing changes, I'm not the subject expert - but I can rely on Grace Hill to keep us compliant and prepared." Mary Sheets Vice President of Talent & People at Dayrise Residential Keep teams aligned with changing regulations. Securely Monitor and Prove Compliance Effortlessly assign policies based on property type, location, and expectations of the position. Show proof of policy receipt with secure electronic signatures. Version history shows policy details at the time of acknowledgment. Capture real-time compliance performance and drill down into the data for specific properties, positions, or individuals. Others may offer generic document management solutions, but no one monitors industry and legal regulation changes like Grace Hill. See What Sets Us Apart Proactive (Not Reactive!) Reputation Management You've done the work to prevent internal risks at your property, but what about the external dangers hiding in plain sight - like your reviews? A post that seems insignificant now could ignite a PR nightmare that deters prospects and affects your ROI. Grace Hill's Reputation Management solution helps you to be the first to know and respond to potential threats before they escalate. Risk Monitoring Powered by AI. Leverage AI to scan the web for you, categorizing thousands of reviews and social posts in seconds! Instant alerts help your team address concerns swiftly.  Pinpoint your locations with the most pressing risks so action can be taken. Filter by location, provider, time period, and risk category (discrimination, harassment, theft, safety risks for customers and employees, and unethical business practices). Safeguarding your property every step of the way. Don't gamble with your property's future. Avoid uncertainty, gain control, and proactively manage risk with Grace Hill. More Industry Tools and Insights [dynamic_resources_rows topic="compliance"] Important notes: - Published on: 2025-02-04 16:19:07 - Category: Pages - [Multifamily – Risk and Compliance Manager](https://gracehill.com/industries/multifamily/risk-and-compliance-manager/): Risk and Compliance Managers Protect your properties, your people, and your peace of mind. Request a Demo As a Risk and Compliance Manager, you carry the immense responsibility of protecting your organization. One misstep can escalate into costly lawsuits, financial… ------------------------- # Multifamily – Human Resource Leader > Human Resource Leaders Attract, retain, and develop top talent with Grace Hill. Request a Demo As a multifamily HR leader, you know a satisfied workforce is the foundation of a successful property. But, the pressure to build and enforce complex… Full Content: Human Resource Leaders Attract, retain, and develop top talent with Grace Hill. Request a Demo As a multifamily HR leader, you know a satisfied workforce is the foundation of a successful property. But, the pressure to build and enforce complex policies, keep up with changing regulations, and avoid costly litigation can leave you feeling overwhelmed. You deserve a solution that helps you develop a high-performing, compliant workforce-without sacrificing your own peace of mind. Grace Hill is your trusted partner in employee performance. Our comprehensive training and survey solutions help develop your team effectively, ensuring they have the knowledge they need to excel in their roles. Plus, our policy management tools and assessment programs make it easy to ensure full compliance and reduce legal pitfalls. See what Grace Hill can do for your organization! Grace Hill Helps HR Leaders: Develop Employees Maintain Regulatory Compliance Reduce Turnover Measure Employee Satisfaction Comprehensive Learning and Development With industry turnover at record highs, it's harder than ever to keep employees motivated and engaged. Grace Hill's training solution enhances employee skills to improve job performance and increase satisfaction. Get a Personalized Demo Grace Hill Makes Employee Training Stress-Free! Automate user management by connecting your HRIS. Deliver pre-built or custom reports to leaders without crunching the data. Simplify user login with SSO user authentication. Improve compliance with automated reminders, personalized dashboards, and notifications. Fair Housing Without The Hassle! Compliance isn't just a box to check - it's essential to protecting your business and the well-being of your residents. Grace Hill's Fair Housing courses are approved by the Texas Department of Housing & Community Affairs (TDHCA) and Virginia's Department of Professional & Occupational Regulation (DPOR). We'll manage the renewals, safeguarding your property and your people from avoidable risks. "I'm so confident that PerformanceHQ is going to give your employees a better experience than whatever you're offering today." Mary Sheets Vice President of Talent & People at Dayrise Residential "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "With all the legislative and Fair Housing changes, I'm not the subject expert - but I can rely on Grace Hill to keep us compliant and prepared." Mary Sheets Vice President of Talent & People at Dayrise Residential "By streamlining everything, we're providing a better overall experience and creating more efficiencies throughout the day-to-day."   Lindsey Palmer Vice President of Training at Horizon Realty Advisors "PerformanceHQ really leveled up the employee experience." Mary Sheets Vice President of Talent & People at Dayrise Residential Policies That Deliver Peace of Mind Staying on top of regulatory changes is time-consuming, but failure to do so can lead to costly compliance issues. Our centralized platform makes it easy for HR leaders to distribute, track, and ensure acknowledgment of important policies. Unlike generic solutions, Grace Hill is tailored to the unique needs of the multifamily industry. We do the heavy lifting so you can focus on your people and property performance. Reach Full Compliance Keep expectations top of mind and access essential documents from anywhere.  We monitor changing regulations and make updates so you don't have to.  Effortlessly assign policies based on property type, location, and expectations of the position. Others may offer generic document management solutions, but no one monitors industry and legal regulation changes like Grace Hill. See What Sets Us Apart Meet Gracie: Your Onsite Policy Assistant Available 24/7 through PerformanceHQ, Gracie provides instant responses to any policy-related questions, ensuring your employees have the right information when they need it most. Gracie helps reduce errors, save time, and keep everyone on the same page - creating a more efficient and compliant workplace. Don't let the toll of turnover be a burden on your organization. Replacing an employee can cost twice their annual salary! A company with 100 employees and an average salary of $50,000 could suffer $2.6 million in turnover expenses. Grace Hill helps you proactively capture feedback, reduce risk, and protect your bottom line - before it's too late! Calculate My Turnover Costs Do you know what your employees really think? Stop the Onboarding Cycle It's no secret that the employee turnover rate in the multifamily industry is higher than the national average. This revolving door is costly, nearly $5,000 per new hire, and takes valuable time away from elevating team performance. If you struggle to onboard new employees, you are not alone. 52% of property management professionals say their greatest challenge is quickly training new employees.* Without a structured process, you miss the chance to set the right expectations for your employees and risk legal consequences if they are not properly trained. *NAA, 2023 The first step to retention is creating a company culture of feedback and follow-through. But multifamily leaders like you often don't have visibility into what matters most to your team - until it's too late. Grace Hill's Employee Engagement Program, now in PerformanceHQ, can help you measure what's working (or not working) in your work environment, helping you proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. Don't discount the value of helping your employees earn and maintain their credentials. Did you know: 60% of property management organizations don't require credentials but will pay for them as an employee benefit? By subsidizing professional development with Visto, you're providing a clear path for growth that motivates employees to stay. Many of your competitors are already leveraging credential support to strengthen their teams and boost retention - see how it can work for you! Understand Performance and Prevent Mistakes Your property strives for consistent customer experiences, but ensuring policy compliance can be challenging. Grace Hill's Mystery Shopping solution gives an inside look into how policies are applied in real-world scenarios. Easily Manage Shops and Assign Training Shop results highlight key areas to improve and upskill. Ensure optimal staffing by analyzing service and performance insights. Accelerate leasing velocity and convert leads into leases faster. Boost tour conversions by improving initial service. Don't leave your employee's success to chance! Take control with Grace Hill's talent management tools today. More Industry Tools and Insights [dynamic_resources_rows topic="employee-retention"] Important notes: - Published on: 2024-11-26 10:53:12 - Category: Pages - [Multifamily – Human Resource Leader](https://gracehill.com/industries/multifamily/human-resources/): Human Resource Leaders Attract, retain, and develop top talent with Grace Hill. Request a Demo As a multifamily HR leader, you know a satisfied workforce is the foundation of a successful property. But, the pressure to build and enforce complex… ------------------------- # Multifamily – Training and Development Leader > Multifamily Training and Development Leaders Train your team on real-world scenarios. Request a Demo Training and development leaders must prepare their teams to handle anything, so having up-to-date and relevant courses for onsite teams is critical. But, high employee turnover… Full Content: Multifamily Training and Development Leaders Train your team on real-world scenarios. Request a Demo Training and development leaders must prepare their teams to handle anything, so having up-to-date and relevant courses for onsite teams is critical. But, high employee turnover and frequently changing regulations increase the risk of content gaps, non-compliance, and costly litigation. How will you overcome these challenges? Stop the Onboarding Cycle It's no secret that the employee turnover rate in the multifamily industry is higher than the national average. This revolving door is costly, nearly $5,000 per new hire, and takes valuable time away from elevating team performance. If you struggle to onboard new  employees, you are not alone. 52% of property management professionals say their greatest challenge is quickly training new employees.* Without a structured onboarding process, you miss the chance to set the right expectations for your new employees and risk legal consequences if they are not properly trained. *NAA, 2023 Avoid Regulatory Compliance Penalties As a Training Director, you know that even simple mistakes can lead to lawsuits and fines, so onsite property teams must be trained on legal and organizational expectations from day one. The multifamily industry is constantly evolving, and keeping up with changes and ensuring that training programs reflect the latest industry regulations and trends can be a significant challenge. Keeping track of who has received compliance training and what version they received is impossible without the right Learning Management System (LMS). When legal issues arise, you need proof that proper training and policies are in place to be in compliance with state and federal law. 25% of employees say the training offered isn't relevant to their job role. 50% higher employee turnover among companies with poor onboarding experience. 76% of employees say they are more likely to stay with a company that offers continuous training. Society for Human Resource Management, 2022 Fun and Engaging Training That Works To fully engage learners, you need user-friendly solutions and industry-specific content developed by training experts. Grace Hill's award-winning content and LMS are proven to drive better learning retention and compliance for multifamily companies. By implementing our fun and effective training programs, you can improve employee performance, enhance resident satisfaction, and drive business growth! Keep Them Coming Back For More Promote training compliance with personalized dashboards where employees can easily see required, newly released, and recommended courses in a single view. Include company announcements, social feeds, videos, and more to keep employees engaged. Plus, they can access training "favorites" without having to search! Get a Personalized Demo Promote Healthy Competition Recognize your multifamily team's hard work with fun and meaningful awards and feature top performers on dynamic leaderboards! Whether it's completing required courses, reaching tenure milestones, or acknowledging essential policies, awards will shine a spotlight on the rockstars in your organization. Offer a Variety of Course Options Engage your learners with a range of course delivery methods: audio, video, and interactive assessments. SkillCat's mobile maintenance training allows techs to access training on the go. For increased accessibility, translated courses are available to engage learners in their native language. With quick courses designed to fit busy work schedules, interactive training is made convenient and effective! Simplified Training Management Makes Admin a Breeze Reduce the administrative effort required to run a well-trained team. With Grace Hill, you can see all training compliance right from your dashboard - without running a report! Plus, build your own training programs with our Essentials and Electives packages or create your own using our Custom Course Builder. Either way, we will be there to keep your content up-to-date and engaging. Continuous Content Updates. No Research Required! Grace Hill Training covers all the multifamily topics important to your business. You'll never worry about outdated training content - we monitor industry and regulatory changes, so you don't have to! Our Fair Housing courses are approved by the Texas Department of Housing & Community Affairs (TDHCA) and Virginia's Department of Professional & Occupational Regulation (DPOR); we manage the renewals - so you'll stay compliant! Easy-to-Use Custom Course Builder Deliver a personalized learning experience that meets your company's unique needs - no additional software required! With our Content Vault and intuitive mix-and-match functionality, you can easily combine your own content with Grace Hill's expert training to build custom courses in minutes. Training and Policies Connect for Greater Impact Seamlessly tie courses with established policies that meet industry standards to further reduce legal risk in your organization. Instantly collect secure digital policy acknowledgments after training for full-circle compliance and accountability. Get a Personalized Demo "The feedback we've gotten from our onsite learners and trainers is that they love the microlearning environment. Everyone's busy, and being able to get information in bite-sized chunks is so helpful." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "One of my favorite tools in PerformanceHQ is Capture Wizard. It's truly a wizard inside of a machine. From someone who's used every product under the sun, to be able to use Capture Wizard with ease all in one place - it's mind-blowingly awesome." Jessica Dodge Director of Employee Development at Harbor Group "I'm so confident that PerformanceHQ is going to give your employees a better experience than whatever you're offering today." Mary Sheets Vice President of Talent & People at Dayrise Residential "Grace Hill's training is the best in real estate." American Business Awards® "I've been a Grace Hill partner for over a decade, and I've always felt like part of the family." Jessica Dodge Director of Employee Development at Harbor Group "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements." Diane Tidwell Director of Property Management at Gumenick Properties "The process of creating custom courses is very intuitive and easy to follow. And for those already using Grace Hill [for training], there's no learning curve. It works just the same but with your own customized content!" Julia Balmaceda Human Resource Manager at Busboom Group Providing ongoing development is an essential way to retain personnel. Increase learner engagement and delight your team with personalized features that enhance the experience and boost performance! Your employees deserve the best training and development available. Invest in the industry's trusted source for multifamily professional development and watch performance soar! More Training and Development Tools and Insights [dynamic_resources_rows topic="career-development-training"] Important notes: - Published on: 2024-12-02 08:00:11 - Category: Pages - [Multifamily – Training and Development Leader](https://gracehill.com/industries/multifamily/training-and-development/): Multifamily Training and Development Leaders Train your team on real-world scenarios. Request a Demo Training and development leaders must prepare their teams to handle anything, so having up-to-date and relevant courses for onsite teams is critical. But, high employee turnover… ------------------------- # Q3 25 LinkedIn Ads – Marketing Persona > Multifamily Marketing Solutions for Enhancing Property Performance Strengthen your online presence, improve leasing, and drive more conversions with Grace Hill. Realync Virtual Leasing & Video Tools Reputation Management Resident Surveys As a marketing leader in the multifamily real estate industry,… Full Content: Multifamily Marketing Solutions for Enhancing Property Performance Strengthen your online presence, improve leasing, and drive more conversions with Grace Hill. Realync Virtual Leasing & Video Tools Reputation Management Resident Surveys As a marketing leader in the multifamily real estate industry, you want to build positive brand awareness that drives traffic to your property, optimizes your leasing funnel, and helps you beat the local competition. You understand how reviews, social media, and onsite experiences can foster connections and build a sense of community with current and potential customers -  ultimately leading to higher occupancy rates. But disparate digital marketing systems make it difficult to get a full picture of your brand, especially as new trends and tools emerge. Grace Hill is here to help. Gain the multifamily marketing insights you need to: Proactively Respond Online Protect Your Brand Reputation Engage Prospects and Residents Lease More, Faster Measure Performance and Improve Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and renters. Offer live, virtual self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Create engaging, property-specific media that drives website traffic and prospect engagement. Instantly track performance and focus on content that resonates most with prospects. Refine and Tailor Your Multifamily Marketing Strategy! Gain insight into what residents value most. Resident surveys serve as a valuable tool for multifamily marketers, providing insights into the preferences and experiences of current residents. With unbiased feedback on your residents' experiences, you can optimize your marketing strategy and leasing funnel by highlighting the most valuable amenities of your property. "Reputation Management has become a core part of our customer experience strategy - streamlining our processes, saving time, and boosting productivity, especially for onsite marketing teams, who manage this alongside their already full plates - and the results prove its value." Sara Woods Director of Brand, Marketing, and Customer Experience at Hills Properties "The Realync platform is user-friendly and their support team is incredibly responsive. Using Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi Vice President of Marketing at Franklin Group "We are rather obsessed with KingsleySurveys and use it to drive focus and change in almost everything we do. If it's not measured in Kingsley, it must not be that important." Brian Ericson VP of Marketing at Sparrow Partners Smarter Marketing Starts Here Manage Your Message Our ORM solution helps you respond efficiently to every interaction, allowing you to convert prospects and improve satisfaction. Save valuable time with an all-in-one solution to monitor reviews, listings, and social sites. Ensure accurate listings across directories and improve search rankings. Gain real-time detection of risky feedback to address issues before they escalate. Benchmark comparative insights with our Local Brand Visibility (LBV) score. Monitor, Create, and Optimize Faster Standardize review management to protect your brand and save time. Let AI craft engaging, customizable social content and review responses, or utilize templates for quick, consistent replies. Streamline your content publishing with bulk scheduling and calendars. "Ask AI Anything" to summarize customer feedback across the web and take action.  Gain instant, data-driven insights with key trends and sentiments across locations, regions, and providers. Don't waste valuable time managing multiple marketing tools - all with separate logins, data sets, and reporting options. Grace Hill helps you respond to reviews and social posts across the web, all from one convenient dashboard. Streamline your multifamily marketing strategy today! Learn More About Our Marketing Solutions Important notes: - Published on: 2025-07-17 11:39:32 - Category: Pages - [Q3 25 LinkedIn Ads – Marketing Persona](https://gracehill.com/multifamily-marketing-solutions/): Multifamily Marketing Solutions for Enhancing Property Performance Strengthen your online presence, improve leasing, and drive more conversions with Grace Hill. Realync Virtual Leasing & Video Tools Reputation Management Resident Surveys As a marketing leader in the multifamily real estate industry,… ------------------------- # Multifamily – Marketing Leaders > Multifamily Marketing Leaders Strengthen your online presence, improve leasing, and drive more traffic with Grace Hill. Request a Demo As a marketing leader in the multifamily real estate industry, you want to build positive brand awareness that drives traffic to… Full Content: Multifamily Marketing Leaders Strengthen your online presence, improve leasing, and drive more traffic with Grace Hill. Request a Demo As a marketing leader in the multifamily real estate industry, you want to build positive brand awareness that drives traffic to your property, optimizes your leasing funnel, and helps you beat the local competition. You understand how reviews, social media, and onsite experiences can foster connections and build a sense of community with current and potential customers -  ultimately leading to higher occupancy rates. But disparate digital marketing systems make it difficult to get a full picture of your brand, especially as new trends and tools emerge. Grace Hill is here to help. Gain the multifamily insights you need to: Proactively Respond Online Protect Your Brand Identity Engage Prospects and Residents Lease Quicker Measure Performance and Improve Manage Your Message Our ORM solution helps you respond efficiently to every interaction, allowing you to convert prospects and improve satisfaction. Save valuable time with an all-in-one solution to monitor reviews, listings, and social sites. Ensure accurate listings across directories and improve search rankings. Gain real-time detection of risky feedback to address issues before they escalate. Benchmark comparative insights with our Local Brand Visibility (LBV) score. Monitor, Create, and Optimize Faster Standardize review management to protect your brand and save time. Let AI craft engaging, customizable social content and review responses, or utilize templates for quick, consistent replies. Streamline your content publishing with bulk scheduling and calendars. "Ask AI Anything" to summarize customer feedback across the web and take action.  Gain instant, data-driven insights with key trends and sentiments across locations, regions, and providers. Don't waste valuable time managing multiple marketing tools - all with separate logins, data sets, and reporting options. Grace Hill helps you respond to reviews and social posts across the web, all from one convenient dashboard. Streamline your multifamily marketing strategy today! Request a Demo Capture and Convert Leads Virtually Realync empowers leasing teams to provide engaging unit-level video tours and virtual experiences for prospects and renters. Offer live, self-guided, and 360 tours, allowing prospects to explore units anytime, anywhere. Send personalized video follow-ups to foster meaningful connections and address specific resident needs. Create engaging, property-specific media that drives website traffic and prospect engagement. Instantly track performance and focus on content that resonates most with prospects. Unlock Resident Insights - No Guesswork Needed As a marketer for multifamily properties, knowing your target audience is key but you shouldn't have to rely on guesswork to find what resonates most. The best insights come directly from your community. Grace Hill makes it easy to survey straight from the source and get the resident data you need to optimize across channels. Refine and Tailor Your Multifamily Marketing Strategy! Gain insight into what residents value most. Resident surveys serve as a valuable tool for multifamily marketers, providing insights into the preferences and experiences of current residents. With unbiased feedback on your residents' experiences, you can optimize your marketing strategy and leasing funnel by highlighting the most valuable amenities of your property. "Reputation Management has become a core part of our customer experience strategy - streamlining our processes, saving time, and boosting productivity, especially for onsite marketing teams, who manage this alongside their already full plates - and the results prove its value." Sara Perry Director of Brand, Marketing, and Customer Experience at Hills Properties "Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%." Angie Lombardi Vice President of Marketing at Franklin Group "We are rather obsessed with Grace Hill Surveys and use it to drive focus and change in almost everything we do. If it's not measured in Kingsley, it must not be that important." Brian Ericson VP of Marketing at Sparrow Partners You deserve to get more out of your marketing efforts. See how Grace Hill saves valuable time and helps you drive results. Multifamily Marketing Ideas and Insights [dynamic_resources_rows topic="marketing"] Important notes: - Published on: 2024-09-24 14:28:30 - Category: Pages - [Multifamily – Marketing Leaders](https://gracehill.com/industries/multifamily/marketing-leader/): Multifamily Marketing Leaders Strengthen your online presence, improve leasing, and drive more traffic with Grace Hill. Request a Demo As a marketing leader in the multifamily real estate industry, you want to build positive brand awareness that drives traffic to… ------------------------- # Q4 24 Product Highlight Reputation Management – Signals AI > AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… Full Content: AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your bottom line. But, with feedback scattered all over the web, it seems impossible to pinpoint risk and get a true picture of sentiment.  Grace Hill is here to help. Our advanced AI tools scan reviews and social sites to give you clear insight into potential threats and trends before issues escalate.  Proactively identify risky feedback online. Respond strategically and in real time. Instantly summarize customer sentiment. Minimize legal and financial liability. Risk Monitoring Quickly react to damaging feedback that puts your brand at risk. The cost of missing negative feedback is high-what seems like a one-off post today can quickly spiral out of control, turning into a PR nightmare tomorrow. Our AI-powered Risk Monitoring feature keeps you one step ahead, identifying potentially damaging feedback before it threatens your property's reputation. Designed specifically for multifamily marketers, our solution flags harmful posts related to discrimination, harassment, theft, safety risks for customers and employees, and unethical business practices that endanger your brand. Early detection is your best defense. Instant alerts help address concerns swiftly.  Pinpoint your locations with the most pressing risks and risk category. Filter by location, provider, time period, and risk category. Don't leave your business vulnerable to costly reputation damage. Talk to an Expert Today Pulse AI Consolidate customer insights in seconds. Grace Hill extracts meaningful feedback scattered across reviews and social media, helping you prioritize the insights that matter most. Leverage our sentiment analysis engine to extract valuable data across locations, regions, and providers. Or simply ask AI questions in natural language about your customers or locations and get instant answers. Signals Gain a concise summary of customer responses. Assess how feedback can lead to actionable next steps. Determine if review and social responses are resonating and improving sentiment. Track changes in customer satisfaction to understand the impact of property improvements. Your community's reputation deserves around-the-clock protection. Grace Hill gives you the tools you need to turn potential risks into opportunities for brand improvement. Talk to our experts today! Important notes: - Published on: 2024-12-17 08:48:37 - Category: Pages - [Q4 24 Product Highlight Reputation Management – Signals AI](https://gracehill.com/reputation-management-ai-brand-protection/): AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… ------------------------- # Reputation Management – Signals AI Q1 25 Product Highlight > AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… Full Content: AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your bottom line. But, with feedback scattered all over the web, it seems impossible to pinpoint risk and get a true picture of sentiment.  Grace Hill is here to help. Our advanced AI tools scan reviews and social sites to give you clear insight into potential threats and trends before issues escalate.  Proactively identify risky feedback online. Respond strategically and in real time. Instantly summarize customer sentiment. Minimize legal and financial liability. Risk Monitoring Quickly react to damaging feedback that puts your brand at risk. The cost of missing negative feedback is high-what seems like a one-off post today can quickly spiral out of control, turning into a PR nightmare tomorrow. Our AI-powered Risk Monitoring feature keeps you one step ahead, identifying potentially damaging feedback before it threatens your property's reputation. Designed specifically for multifamily marketers, our solution flags harmful posts related to discrimination, harassment, theft, safety risks for customers and employees, and unethical business practices that endanger your brand. Early detection is your best defense. Instant alerts help address concerns swiftly.  Pinpoint your locations with the most pressing risks and risk category. Filter by location, provider, time period, and risk category. Don't leave your business vulnerable to costly reputation damage. Talk to an Expert Today Pulse AI Consolidate customer insights in seconds. Grace Hill extracts meaningful feedback scattered across reviews and social media, helping you prioritize the insights that matter most. Leverage our sentiment analysis engine to extract valuable data across locations, regions, and providers. Or simply ask AI questions in natural language about your customers or locations and get instant answers. Signals Gain a concise summary of customer responses. Assess how feedback can lead to actionable next steps. Determine if review and social responses are resonating and improving sentiment. Track changes in customer satisfaction to understand the impact of property improvements. Your community's reputation deserves around-the-clock protection. Grace Hill gives you the tools you need to turn potential risks into opportunities for brand improvement. Talk to our experts today! Important notes: - Published on: 2025-01-10 10:25:18 - Category: Pages - [Reputation Management – Signals AI Q1 25 Product Highlight](https://gracehill.com/solutions/reputation-management/ai-brand-protection-highlight/): AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… ------------------------- # Reputation Management – Signals AI Launch LP > AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… Full Content: AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your bottom line. But, with feedback scattered all over the web, it seems impossible to pinpoint risk and get a true picture of sentiment.  Grace Hill is here to help. Our advanced AI tools scan reviews and social sites to give you clear insight into potential threats and trends before issues escalate.  Proactively identify risky feedback online. Respond strategically and in real time. Instantly summarize customer sentiment. Minimize legal and financial liability. Risk Monitoring Quickly react to damaging feedback that puts your brand at risk. The cost of missing negative feedback is high-what seems like a one-off post today can quickly spiral out of control, turning into a PR nightmare tomorrow. Our AI-powered Risk Monitoring feature keeps you one step ahead, identifying potentially damaging feedback before it threatens your property's reputation. Designed specifically for multifamily marketers, our solution flags harmful posts related to discrimination, harassment, theft, safety risks for customers and employees, and unethical business practices that endanger your brand. Early detection is your best defense. Instant alerts help address concerns swiftly.  Pinpoint your locations with the most pressing risks and risk category. Filter by location, provider, time period, and risk category. Don't leave your business vulnerable to costly reputation damage. Talk to an Expert Today Pulse AI Consolidate customer insights in seconds. Grace Hill extracts meaningful feedback scattered across reviews and social media, helping you prioritize the insights that matter most. Leverage our sentiment analysis engine to extract valuable data across locations, regions, and providers. Or simply ask AI questions in natural language about your customers or locations and get instant answers. Signals Gain a concise summary of customer responses. Assess how feedback can lead to actionable next steps. Determine if review and social responses are resonating and improving sentiment. Track changes in customer satisfaction to understand the impact of property improvements. Your community's reputation deserves around-the-clock protection. Grace Hill gives you the tools you need to turn potential risks into opportunities for brand improvement. Talk to our experts today! Important notes: - Published on: 2024-12-16 09:01:10 - Category: Pages - [Reputation Management – Signals AI Launch LP](https://gracehill.com/solutions/reputation-management/ai-brand-protection-lp/): AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… ------------------------- # Reputation Management – Signals AI > AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… Full Content: AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your bottom line. But, with feedback scattered all over the web, it seems impossible to pinpoint risk and get a true picture of sentiment.  Grace Hill is here to help. Our advanced artificial intelligence (AI) tools scan reviews and social sites to give you clear insight into potential threats and trends before issues escalate.  Proactively identify risky feedback online. Respond strategically and in real time. Instantly summarize customer sentiment. Minimize legal and financial liability. Risk Monitoring Quickly react to damaging feedback that puts your brand at risk. The cost of missing negative feedback is high-what seems like a one-off post today can quickly spiral out of control, turning into a PR nightmare tomorrow. Our AI-powered Risk Monitoring feature keeps you one step ahead, identifying potentially damaging feedback before it threatens your property's reputation. Designed specifically for multifamily marketers, our solution flags harmful posts related to discrimination, harassment, theft, safety risks for customers and employees, and unethical business practices that endanger your brand. Instant alerts help address concerns swiftly.  Pinpoint your locations with the most pressing risks and risk category. Filter by location, provider, time period, and risk category. Early detection is your best defense. 1. No more manual monitoring! AI keeps watch 24/7 across major listing, social, and review platforms. 2. AI filters through the noise to surface the risks that demand attention first, like harassment, safety, or compliance violations. 3. Instant alerts and location filters help you automate next steps, assign tasks, and take immediate action. Don't leave your business vulnerable to costly reputation damage. Talk to an Expert Today Pulse AI Grace Hill extracts meaningful feedback scattered across reviews and social media, helping you prioritize the insights that matter most. Leverage our sentiment analysis engine to extract valuable data across locations, regions, and providers. Or simply ask AI questions in natural language about your customers or locations and get instant answers. AI Signals Consolidate customer insights in seconds. Gain a concise summary of customer responses. Assess how feedback can lead to actionable next steps. Determine if review and social responses are resonating and improving sentiment. Track changes in customer satisfaction to understand the impact of property improvements. "Beyond the numbers, this tool has helped us build trust with residents, strengthen our communities' online presence, and ensure that feedback is used to drive real improvements." Sara Perry Director of Brand, Marketing, and Customer Experience at HILLS Properties Your community's reputation deserves around-the-clock protection. Grace Hill gives you the data sources you need to turn potential risks into opportunities for brand improvement. Talk to our experts today! Explore More Reputation Management Tools and Actionable Insights [resources_rows post1="How To Build a 5-Star Reputation" post2="Think Your Online Reviews Don't Matter? Think Again!" post3="Spring Into Leasing Success: Maximize Your Marketing ROI With AI-Powered Reputation Management"] Important notes: - Published on: 2024-12-16 09:03:24 - Category: Pages - [Reputation Management – Signals AI](https://gracehill.com/solutions/reputation-management/ai-brand-protection/): AI-Powered, Data-Driven Brand Protection Gain clear insight into potential threats and trends before issues escalate. Request a Demo In multifamily, the stakes are high. Negative resident feedback, damaging social media posts, and unaddressed reviews can hurt your reputation and your… ------------------------- # Training – Custom Course Builder > Custom Course Builder You don't have to be an expert to create customized training for your team. Request a Demo Create Custom Training Effortlessly Tired of generic, one-size-fits-all training? With our intuitive Custom Course Builder, you can easily craft personalized… Full Content: Custom Course Builder You don't have to be an expert to create customized training for your team. Request a Demo Create Custom Training Effortlessly Tired of generic, one-size-fits-all training? With our intuitive Custom Course Builder, you can easily craft personalized learning experiences tailored to your team's specific needs. No technical expertise required! Simply combine your own content with our comprehensive library of pre-built courses and assessments to create engaging and effective training programs. Imagine how you could elevate your company's learning and development program by creating personalized training with just a few clicks. With our custom course builder, it is that easy. Create an engaging, tailored learning experience right in Performance HQ with no technical expertise or additional software required. With our intuitive content vault, you can manage all your training materials in one place. Update a file once and it will seamlessly refresh across all related courses, keeping your training current and consistent without the hassle. Help your team apply what they've learned by including interactive quizzes, activity assignments, and surveys in your custom courses. Our built in tools boost learner engagement and knowledge retention, making them and you more successful. Our mix and match functionality gives you the flexibility to combine Grace Hill's expert content with your own so you can tailor courses to your team's needs without starting from scratch. And every time we update our training, your custom courses will also reflect the latest information. Plus, detailed version tracking helps you identify which version learners received and when the courses were viewed, making it easy to provide a reliable record if needed for insurance or legal purposes. Give your team the personalized learning experience they deserve with Grace Hill's custom course builder. Ready to elevate your training program? Contact us today to learn more. Easily combine your own content with Grace Hill's expert training to build custom courses in minutes - no additional software required!  Look like a pro with interactive quizzes and activity assignments that boost engagement without busting your bandwidth. Plus, built-in tracking and version history ensure learners have the latest information and provide documentation that mitigates risk. Elevate Your Training 80% of organizations with custom learning report improved employee performance. *ttcinnovations: The Power of Custom Learning Solutions Click the icons below to navigate to their sections and learn more. Content Vault Mix and Match Capture Wizard Version History Homework Assignments Quizzes and Surveys Updates Are a Breeze With Built-in Content Vault Grace Hill's Content Vault is a centralized file management system within our Training platform that keeps all course elements organized and easy to update. Change a single content file, and all connected courses are instantly refreshed! Manage, modify, track, and deploy content files used in custom courses. Search and filter all content to identify elements used across multiple courses. Automatically capture custom content in the vault - no extra steps needed. Create Engaging Courses UsingMix-and-Match Functionality Select specific elements of our courses and combine them with your own custom content to create a personalized learning experience. Personalize training using Grace Hill's course elements available in your Content Vault. When we update Grace Hill content, your custom courses will also reflect the latest information. Deliver a customized, engaging, and up-to-date learning experience - no additional software required. Customized, Interactive TrainingMade Easy Stop wasting hours creating manual training! With AI and an intuitive design, the built-in Capture Wizard makes it easy to create and deliver practical learning experiences - boosting performance while saving valuable admin time. Capture step-by-step tutorials that are interactive and engaging. Generate content in multiple learning modes instantly. Reporting is simple with automated assignments and completion tracking. Easily Track Content Updates and Version History Ensure learners always have the latest content to avoid confusion and mistakes. Mitigate risk in your organization by tracking important details like training dates and version history. Identify which content version learners received and when the courses were viewed. View all previous course versions to understand the details learners received. Provide past training details for insurance or legal purposes. Request a Demo Interactive (and Fun!) Homework Assignments Make learning enjoyable with engaging activities that build on course content with real-world scenarios. Create a hands-on learning experience by assigning activities to complete and submit. Enhance onboarding with custom assignments for important tasks, like touring the property. Enable learners with self-guided instructions to complete and submit assignments through PerformanceHQ. Measure Training Success With Quizzes and Surveys Our built-in quiz and survey creator makes it easy to assess learners' knowledge and capture feedback. Flexible options allow for scored quizzes or practice mode to build confidence. Keep learners engaged with a robust library of question types, including matching and fill-in-the-blank. Opt to randomize questions from a bank to ensure varied, meaningful assessments. Create post-training surveys to gather learners' feedback on their experience. "The process of creating custom courses is very intuitive and easy to follow. There's no learning curve!" Julia Balmaceda HR Manager at Busboom Group Download the Brochure Want to create engaging, custom training without the hassle? Download our brochure to learn how Grace Hill's Custom Course Builder empowers you to build personalized learning experiences that drive results. No technical expertise required, just easy-to-use tools that create impactful training. Get Brochure Your employees deserve a customized learning experience! Ask how our Custom Course Builder can elevate your training and development program with content specific to your company. Important notes: - Published on: 2024-12-05 15:02:14 - Category: Pages - [Training – Custom Course Builder](https://gracehill.com/solutions/training/custom-course-builder/): Custom Course Builder You don't have to be an expert to create customized training for your team. Request a Demo Create Custom Training Effortlessly Tired of generic, one-size-fits-all training? With our intuitive Custom Course Builder, you can easily craft personalized… ------------------------- # Training – Awards and Leaderboards > Celebrate Success With Meaningful Recognition Your Guide To Creating Fun and Effective Awards in PerformanceHQ Request a Demo Recognize your multifamily team's hard work with fun and meaningful awards in PerformanceHQ! Whether it's completing required courses, reaching tenure milestones, or… Full Content: Celebrate Success With Meaningful Recognition Your Guide To Creating Fun and Effective Awards in PerformanceHQ Request a Demo Recognize your multifamily team's hard work with fun and meaningful awards in PerformanceHQ! Whether it's completing required courses, reaching tenure milestones, or acknowledging essential policies, awards will shine a spotlight on the rock stars in your organization. Recognize your team's development with our suggested awards, or create your own to fit your company culture and brand! Elevate Your Training Companies with employee recognition programs have 31% lower turnover.* 58% of employees say recognition is how leaders could impact engagement.* *ProofHub, 2019 Tenure Awards Recognize employee anniversary milestones with fun awards showcasing years of service. One-Year Wonder Five-Year Dynamo Ten-Year Titan Twenty-Year Legend Thirty-Year Marvel Course Completion Awards Reward employees when they complete courses related to safety, Fair Housing, tax credit compliance, and more! Increase engagement with badges for mastering course topics most important to your business. Customer Service Crusader Cybersecurity Crusader Fair Housing Champion Multifamily Mastermind Risk Wrangler Rookie Rock Star Role-Specific Awards Give maintenance, leasing, management, and office staff the recognition they deserve for completing role-specific training. Leasing Legend Maintenance Master Manager Marvel Regional Rock Star Risk Mitigation Master Request a Demo Subject Matter Expert (SME) Awards Recognize the experts who can support your team on important topics. To qualify, we suggest individuals complete all relevant courses with a score of 90% or higher, consistently demonstrate exemplary behaviors, and have a passion for mentoring others. Fair Housing SME Maintenance SME Safety & Emergency Preparedness SME Leasing & Marketing SME Policy-Acknowledgment Awards Highlight employees who prioritize safety and compliance, are always willing to go the extra mile, and are ready for anything. Compliance Champ Compliance Commander Maintenance Service Star Safety Superhero Emergency Preparedness Pro Emergency Awareness Ace "Grace Hill's Training Awards encourages healthy competition with our onsite staff and helps everyone prioritize their continued education. We also give shout-outs in our monthly newsletter and hold a prize drawing for award winners!" Meghan Ensminger National Training Director at SunRidge Management Group Download Our Free Guide Ready to launch an awards program for your team? PerformanceHQ makes it easy to create unique awards that showcase your team's hard work. Download our guide to see a complete list of recommended and pre-built awards to choose from. Get Guide The Possibilities Are Endless! See how Grace Hill's Training in PerformanceHQ empowers you to build personalized experiences that both motivate and delight employees. Contact us today to get started! Important notes: - Published on: 2024-12-11 10:53:57 - Category: Pages - [Training – Awards and Leaderboards](https://gracehill.com/solutions/training/awards-and-leaderboards/): Celebrate Success With Meaningful Recognition Your Guide To Creating Fun and Effective Awards in PerformanceHQ Request a Demo Recognize your multifamily team's hard work with fun and meaningful awards in PerformanceHQ! Whether it's completing required courses, reaching tenure milestones, or… ------------------------- # Surveys – Employee Engagement Program > Comprehensive Employee Engagement Program Attract and retain top talent by proactively capturing ongoing feedback. Request a Demo Gain Insight, Increase Productivity, Reduce Turnover Reduce Turnover Costs Improve Stakeholder Relations Increase Employee Retention Create a Culture of Belonging The first step… Full Content: Comprehensive Employee Engagement Program Attract and retain top talent by proactively capturing ongoing feedback. Request a Demo Gain Insight, Increase Productivity, Reduce Turnover Reduce Turnover Costs Improve Stakeholder Relations Increase Employee Retention Create a Culture of Belonging The first step to retention is creating a company culture of feedback and follow-through. But multifamily leaders like you often don't have visibility into what matters most to your team - until it's too late. Grace Hill's Employee Engagement Program, now in PerformanceHQ, can help you measure what's working (or not working) in your organization, helping you proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. When employees leave, it is more than just a hassle - it drains your company's budget and disrupts operations. Turnover doesn't just create short-term gaps; it chips away at your company's culture, slows down operations, and takes a toll on your bottom line. Real estate organizations can lose over $2.5 million per year¹ due to the hidden costs of recruiting, onboarding, and lost employee productivity - all of which can be reduced with effective employee satisfaction surveys. 32.7% Annual Employee Turnover Rate² $300M Average Cost of Disengaged Employees³ $4,700 Average Cost per Hire 36-42 Days To Fill a New Position Capture real-time feedback to understand employee sentiment with our comprehensive survey results! Annual Employee Surveys Pulse Surveys Ad Hoc Surveys Annual Employee Surveys [fl_builder_insert_layout id="42958" type="fl-builder-template"] Pulse Surveys [fl_builder_insert_layout id="42959" type="fl-builder-template"] Ad Hoc Surveys [fl_builder_insert_layout id="42964" type="fl-builder-template"] When it comes to analyzing commercial and multifamily real estate survey data, no one does it better than Grace Hill. Our dedicated team can customize your employee satisfaction survey questions and branding to fit your workplace's needs. Work with our commercial and multifamily experts for in-depth analysis of key findings, strategic recommendations, and steps to improve employee retention. See Employee Surveys in Action "I want to understand and quickly act on employee feedback." Reducing the time it takes to act builds trust and loyalty among your team. Analyze seven dimensions of employee engagement with our intuitive dashboard. Filter your survey results by property, region, department, or employee demographic. Compare your results to the Kingsley Index™ benchmark to focus your improvement efforts. "I want an easier way to sort through and share employee feedback with leadership." We offer tools that save time and ensure you don't miss valuable feedback! Leverage Gracie AI Sentiment Analysis to easily identify themes across engagement questions and comments. Export results from PerformanceHQ to easily share with stakeholders for GRESB or other initiatives. "I want to turn feedback into actionable steps and track engagement progress over time." Grace Hill Surveys in PerformanceHQ helps you craft strategic plans grounded in results from employee engagement surveys. Use our Action Planning Tool to create and monitor individual daily tasks that address insights learned from the Employee Engagement Program, so employers can monitor progress and ensure the survey follow-up objectives are achieved. Employee Survey FAQs What is PerformanceHQ? PerformanceHQ's award-winning platform is the future of Grace Hill: a unified experience that translates training, compliance, marketing, and stakeholder feedback into actionable, in-depth insights that drive performance. By consolidating multiple solutions into a streamlined hub, PerformanceHQ empowers users to develop talent, boost efficiency, and improve property-level outcomes - ultimately strengthening the entire portfolio.  Operators battle rising expectations, tighter margins, and pressure to optimize property performance. PerformanceHQ offers detailed analytics, best-in-class content, and role-based experiences that simplify administration and reduce risk. Plus, integrated AI tools translate disconnected data into actionable insights that help leaders improve overall satisfaction, operational efficiency, and NOI.  Disparate solutions cannot compare to the cycle of improvement that is possible through PerformanceHQ. By integrating key admin functionality and analytics across solutions, you can drive overall performance and maximize the return on your technology investment. Learn More About PerformanceHQ! How fast can we launch a survey? Grace Hill Surveys have been trusted for 35+ years to help real estate organizations seamlessly capture valuable insights and drive actionable feedback. Our proven process ensures your survey launch is smooth and successful. Plus, our team of experts works hand in hand with you to customize your survey content and set up distribution seamlessly. From kickoff to launch, we can typically have your new survey up and running within 45 to 60 days. How long does a survey stay open? Our standard survey duration is 3-5 weeks but will vary based on survey type and property size. However, we understand that every property and organization is unique. Our industry experts can work with you to customize a survey program that aligns with your specific needs and goals. What are Pulse Surveys? Grace Hill's Pulse Surveys are designed to help you keep your "finger on the pulse" of employee sentiment throughout the year. These targeted, one-question surveys follow up on any topic from the Annual Employee Survey to see how sentiment has changed - and to help identify and address issues before they lead to dissatisfied employees. For example, if your annual survey indicates employees do not feel valued for their work contributions, you could launch a company-wide recognition program and then follow up with a Pulse Survey to see how your efforts affect sentiment in this area. Pulse Surveys offer ongoing insights that help you narrow in on what truly drives employee satisfaction and retention. What is your response rate on surveys? Response rates for surveys can vary widely based on your property type and the type of survey conducted. For our Employee Engagement surveys, response time engagement typically lies between 61%-66%. Our experts leverage 35+ years of experience and industry best practices to maximize response rates. We work with you to seamlessly capture the critical data you need and make your survey a success. Plus, our survey solution offers alerts and real-time feedback in a single dashboard, helping you quickly respond to urgent insights and address issues fast. Leverage our Employee Engagement survey tools to maximize engagement, including email survey formats, custom templates, and branding, and more! What is the Kingsley Index™? The Kingsley Index is the most comprehensive performance benchmarking database specific to the real estate industry, comprising survey results from 7.3 million residents and 2.2 billion square feet of commercial space. Can you customize my surveys? Yes, you can tailor your survey questions to meet your organization's specific needs. The number of custom questions available depends on your package and survey type - resident surveys allow up to 15 questions, while tenant surveys offer up to 20. However, with our industry experts and proven best practices, many clients find that our standard survey templates are already optimized to deliver the insights they need. This eliminates the need for extensive customization and ensures you gather valuable feedback from your residents, employees, or stakeholders. "I'm so confident that PerformanceHQ is going to give your employees a better experience than whatever you're offering today." Mary Sheets Vice President of Talent & People at Dayrise Residential "I've been a partner of Grace Hill's for over a decade, and I've got to tell you, I felt a little bit like family. We all share the same passion and vision for what it looks like when everything connects and those light bulbs go off." Jessica Dodge Director of Employee Development at Harbor Group "It's been a game-changer for creating efficiencies for our team. Having everything in one centralized platform that's easy to navigate, easy to push content out, and easy to edit really creates a user experience that's helpful for people at all levels." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "Having launched employee surveys with other companies, this is always a task I've dreaded in the past. Grace Hill made the process easy, listened to feedback provided, and found creative solutions to capture the data we were looking for. The team was amazing, and I truly look forward to working with them again for next year's launch!" JacLyn Pagnotta Managing Director of Human Resources at Rose Associates Don't wait for unhappy employees to leave to ask why. Grace Hill Surveys in PerformanceHQ can help you retain employees and reduce turnover costs by identifying what drives satisfied employees through honest feedback on their experience. More Employee Retention Tools and Insights [dynamic_resources_rows topic="employee-retention"] Resident Surveys Providing a line of communication with your residents and prospects helps to improve resident retention and reduce vacancy rates. Elevate your customer service performance today by adding resident surveys to your strategy! Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with CRE's most trusted tenant survey program. Effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. Investor Surveys Turn feedback into action with unbiased insight into the investor experience. Leverage our powerful survey tool and trusted industry benchmarks to gain a more accurate perception study. 1. Employee turnover costs per year 2. Annual Employee Turnover Rate 3. Average Cost of Disengaged Employees 4. Average Cost Per Hire Important notes: - Published on: 2024-09-09 13:31:31 - Category: Pages - [Surveys – Employee Engagement Program](https://gracehill.com/solutions/satisfaction-surveys/employee/): Comprehensive Employee Engagement Program Attract and retain top talent by proactively capturing ongoing feedback. Request a Demo Gain Insight, Increase Productivity, Reduce Turnover Reduce Turnover Costs Improve Stakeholder Relations Increase Employee Retention Create a Culture of Belonging The first step… ------------------------- # Grace Hill Solutions – Training > Training multifamily teams is hard. You don't have to do it alone! Since acquiring Edge2Learn in 2022, Grace Hill has been trusted by more than 2,400 property management companies, so you can be confident that you'll have what you need… Full Content: Training multifamily teams is hard. You don't have to do it alone! Since acquiring Edge2Learn in 2022, Grace Hill has been trusted by more than 2,400 property management companies, so you can be confident that you'll have what you need to educate employees and reduce risk in your organization. Plus, our award-winning training content within our PerformanceHQ platform is easy to administer, so you can focus on what matters most - satisfying residents! Retain Top Talent Improve Performance Stay Compliant Manage With Ease Access trusted courses through PerformanceHQ, our new technology platform. Analytics Employee Dashboards Course Builder Instructor-Led Training Compliance Tracking Dashboard Awards & Leaderboards Analytics [fl_builder_insert_layout id="40184" type="fl-builder-template"] Employee Dashboards [fl_builder_insert_layout id="40168" type="fl-builder-template"] Course Builder [fl_builder_insert_layout id="40181" type="fl-builder-template"] Instructor-Led Training [fl_builder_insert_layout id="40976" type="fl-builder-template"] Compliance Tracking Dashboard [fl_builder_insert_layout id="40177" type="fl-builder-template"] Awards & Leaderboards [fl_builder_insert_layout id="40167" type="fl-builder-template"] Are You an Edge2Learn Client That Needs Help Logging In or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Comprehensive Content Library Grace Hill covers all the multifamily topics important to your business. You'll never worry about outdated training content - we monitor industry and regulatory changes, so you don't have to! Fair Housing*Sexual HarassmentTax Credit ComplianceRisk & Crisis ManagementHuman Trafficking Leasing & Sales SkillsVirtual LeasingCustomer ServiceLeadership DevelopmentDiversity, Equity & Inclusion Emotional IntelligenceBasic to Advanced Maintenance SkillsSafety SeriesIndustry Partner ContentSkillCat Maintenance Training & Certifications State-specific Fair Housing regulations are complicated! Grace Hill's Fair Housing courses are approved by the Texas Department of Housing & Community Affairs (TDHCA) and Virginia's Department of Professional & Occupational Regulation (DPOR), and we manage the renewals - so you'll stay compliant! "Grace Hill's PerformanceHQ is an amazing LMS. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!" Michael Johnson Director of Training at AOG Living "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management at Gumenick Properties "Grace Hill is an extraordinary platform for training and development that can really impact your bottom line and reduce risk." Lori Agudo Director of Training & Talent Development at Royal American Management, Inc "Being able to have a video library for team members to review anytime they need has been very convenient and saves time, and now we don't have to pull regional managers away from other important responsibilities." Julia Balmaceda Human Resource Manager at Busboom Group "I chose Grace Hill not only because of their industry-specific platform - they have an amazing support department dedicated to assisting in answering questions quickly. It has been exciting to have a partner who understands our business and employs people who have been in property management positions." Christie Upp Director of Training at Apartment Management Professionals, LLC Affordable Training Courses and Elective Packages Our LMS is priced per unit and includes a buildable library of courses with transparent pricing that fits your budget, ensuring you'll avoid any hidden fees or surprises on your invoice. Training FAQs Do you offer regional or state-specific training or polices? Many multifamily operators have portfolios that span multiple states, so Grace Hill's training and policies are generally based on federal regulations and are not state-specific. However, we do offer some content that is designed to meet state-specific requirements, like our Human Trafficking course, our state-specific Sexual Harassment content, and state-specific Fair Housing approvals from Virginia's Department of Professional & Occupational Regulation (DPOR) and Texas Department of Housing & Community Affairs (TDHCA). Does your training count toward required Continuing Education Credits (CECs)? Yes! Grace Hill is an NAA Alliance partner and our Training platform includes more than 40 NAAEI-approved courses. These courses can count for 50% of the annual CECs required to maintain NAA credentials. In fact, with an average cost of $120 per CEC, Grace Hill's Training can save you up to $500 per year! Calculate your savings here. How long does it take to implement your Training solution? We realize you have a lot on your plate, and the idea of implementing a training platform can feel like a daunting task. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition - without overburdening you or your onsite teams. We offer different levels of implementation support to ensure a smooth rollout of your new training solution: Standard Implementation: Implement our industry-specific training program for your team with predetermined training paths that fit your needs. With our Standard Implementation in PerformanceHQ, you'll be up and running in less than 30 days.  Customized Implementation: Lean on our experts to ensure a smooth and successful training program launch in 30 to 45 days. When you choose our customized implementation, we help develop learning paths that are tailored to meet your organization's unique learning goals.  SkillCat Implementation: Whether your goal is to elevate overall skills or help your techs troubleshoot difficult repairs, our seamless onboarding process quickly provides access to SkillCat's powerful mobile app in just 2-3 weeks. Can I have your training and policy content in my Property Management System (PMS)? We recognize that technology plays a pivotal role in improving operational efficiency, streamlining training, and enhancing the resident experience. As you evaluate opportunities to integrate systems, you may wonder if it's possible to simply add Grace Hill's training or policies to your PMS. Although there are benefits to reducing your tech stack, you don't want to sacrifice crucial functionality in the process. PerformanceHQ offers advanced learning and policy management features that are not available in any PMS available today, which is why we only provide our best-in-class content through our easy-to-use platform. Rest assured that PerformanceHQ will not burden your staff with complicated software. The intuitive interface is easy to learn and use and has a single login to access training, policies, and more! Plus, its powerful assignment engine saves admin time and ensures employees get the training and policies they need to be successful and compliant. We continually review and update content as regulations change so you can be confident that your training is current, accurate, and comprehensive. Best of all, those content updates are automatic, eliminating the manual process of modifying content kept in a disparate PMS system. Grace Hill's award-winning training goes beyond the basics, providing the rental housing topics and features you need to grow your team's skills, save valuable time, and mitigate risk at your properties. Can I just buy Fair Housing training? At Grace Hill, we understand the importance of developing your employees to avoid costly litigation. But there's more to protecting your organization than just Fair Housing training. We don't offer standalone Fair Housing courses, but some choose to purchase individual subsidized courses through our partner, Visto. However, most multifamily organizations prefer a comprehensive approach to employee development that offers greater compliance and increases efficiency. Our industry-specific training platform goes beyond Fair Housing to protect your business and reduce liability related to safety, human trafficking, sexual harassment, and more. How do I engage learners to actually want to complete their training? Many Training Administrators have difficulty motivating learners to complete assigned training on time. We understand this challenge and provide built-in LMS features that gamify, socialize, and encourage participation. Capture your learners' attention in PerformanceHQ with a personalized dashboard highlighting assigned and recommended courses, company announcements, awards, leaderboards, and more! Other tips to help boost training participation: Build time into busy work schedules. Clear obstacles and distractions. Make the most of training time. Incentivize learners to motivate and reward. Do transcripts transfer when an employee leaves? Grace Hill tracks all learner achievements, including course completions, policy acknowledgments, and mystery shopping reports, within our platform. When an employee leaves one Grace Hill Training customer's company for another, the transcripts do not transfer. This ensures the employee receives training specific to their new company, which may be utilizing custom content or require a policy acknowledgment after training is complete. However, transcript transfers are possible in the case of an acquisition or explicit request from the Grace Hill client. Can other training sources be attached (or saved) to an employee profile? Grace Hill's PerformanceHQ platform allows admins to record training that occurs outside the LMS (e.g., courses offered by local associations or other equivalent training). I took Grace Hill Training; how can I get my transcript? Grace Hill Training allows you to download a certificate of completion after you finish each course. If this training was completed while working for a previous employer and you do not have the certificates mentioned, you must contact your previous learning administrator to receive a transcript of completed courses and scores. Be advised that this transcript may not transfer to or be accepted by your new company, and you may be asked to complete all required training.  If you completed an online CEC course(s) through Visto, a partnership between NAAEI and Grace Hill, you can view certifications by accessing your NAA online account. Get your team on the path to training excellence today! Let's chat about how Grace Hill's Training Solutions can help get you there. Looking for Credentials & CEC's? We can help! Visto helps individuals take control of their careers with National Apartment Association Education Institute (NAAEI)-approved CECs and credentials like CALP, CAM, CAPS, and more. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-04-14 17:16:04 - Category: Pages - [Grace Hill Solutions – Training](https://gracehill.com/solutions/e2l-performancehq-training/): Training multifamily teams is hard. You don't have to do it alone! Since acquiring Edge2Learn in 2022, Grace Hill has been trusted by more than 2,400 property management companies, so you can be confident that you'll have what you need… ------------------------- # Survey Commercial Referral Internal > Fill out the form below to submit an internal referral for a Commercial Survey More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us… Full Content: Fill out the form below to submit an internal referral for a Commercial Survey More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2026-03-24 14:05:51 - Category: Pages - [Survey Commercial Referral Internal](https://gracehill.com/internal-referral/survey-commercial/): Fill out the form below to submit an internal referral for a Commercial Survey More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us… ------------------------- # Survey CSM Referral Internal > Fill out the form below to submit a referral for Surveys More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… Full Content: Fill out the form below to submit a referral for Surveys More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-16 20:31:23 - Category: Pages - [Survey CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/survey/): Fill out the form below to submit a referral for Surveys More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… ------------------------- # Mystery Shopping CSM Referral Internal > Fill out the form below to submit a referral for Mystery Shopping More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at… Full Content: Fill out the form below to submit a referral for Mystery Shopping More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-16 20:27:30 - Category: Pages - [Mystery Shopping CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/mystery-shop/): Fill out the form below to submit a referral for Mystery Shopping More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at… ------------------------- # Reputation Management CSM Referral Internal > Fill out the form below to submit a referral for Reputation Management More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at… Full Content: Fill out the form below to submit a referral for Reputation Management More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-16 20:23:05 - Category: Pages - [Reputation Management CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/reputation-management/): Fill out the form below to submit a referral for Reputation Management More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at… ------------------------- # Intelligence Plus CSM Referral Internal > Fill out the form below to submit a referral for Intelligence+ More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… Full Content: Fill out the form below to submit a referral for Intelligence+ More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-16 16:08:03 - Category: Pages - [Intelligence Plus CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/intelligence-plus/): Fill out the form below to submit a referral for Intelligence+ More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… ------------------------- # SkillCat CSM Referral Internal > Fill out the form below to submit a referral for SkillCat More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… Full Content: Fill out the form below to submit a referral for SkillCat More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-16 16:00:25 - Category: Pages - [SkillCat CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/skillcat/): Fill out the form below to submit a referral for SkillCat More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… ------------------------- # Policy CSM Referral Internal > Fill out the form below to submit a referral for Policies More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… Full Content: Fill out the form below to submit a referral for Policies More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-16 12:55:46 - Category: Pages - [Policy CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/policy/): Fill out the form below to submit a referral for Policies More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… ------------------------- # Onboarding Pathways CSM Referral Internal > Fill out the form below to submit a referral for Onboarding Pathways More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at… Full Content: Fill out the form below to submit a referral for Onboarding Pathways More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2026-03-03 17:50:06 - Category: Pages - [Onboarding Pathways CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/onboarding/): Fill out the form below to submit a referral for Onboarding Pathways More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at… ------------------------- # Training CSM Referral Internal > Fill out the form below to submit a referral for Training More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… Full Content: Fill out the form below to submit a referral for Training More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs 1. *Workplace Intelligence, 2022 2. *Society for Human Resource Management, 2022 Important notes: - Published on: 2025-12-10 17:45:31 - Category: Pages - [Training CSM Referral Internal](https://gracehill.com/solutions/csm-internal-referral/training/): Fill out the form below to submit a referral for Training More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344.… ------------------------- # Solutions – Training > Multifamily Training & LMS Award-winning, industry-specific training content for multifamily teams that deserve the best. Request a Demo Training multifamily teams is hard. You don't have to do it alone! With changing regulations and high employee turnover, it's harder than… Full Content: Multifamily Training & LMS Award-winning, industry-specific training content for multifamily teams that deserve the best. Request a Demo Training multifamily teams is hard. You don't have to do it alone! With changing regulations and high employee turnover, it's harder than ever to support your team and make them successful. And because 2 out of 3 employees¹ say they are likely to leave in the next year due to lack of skills development opportunities, it's more important than ever to invest in your team.  Grace Hill is trusted by more than 2,800 companies, so you can be confident that you'll have what you need to educate employees and reduce risk in your organization. Our award-winning training content is comprehensive and customizable, with easy-to-use tools that make administration a breeze! Retain Top Talent Improve Performance Stay Compliant Manage With Ease Give Your Employees a Better Training Experience In rental housing, mistakes can be costly, fines, legal fees, and even your reputation. Now more than ever, it's important to provide a comprehensive training program that protects the business and drives performance. We're here to help. Grace Hill empowers your teams with effective and customizable training. Don't just check the box for required compliance courses. Invest in your team with education that takes their career and your property to the next level. Industry specific The stakes are too high for generic training. Our content is developed specifically for rental housing, so you can be confident that it fit your unique needs, and help you succeed. Essential topics. We are multifamily experts from fair housing and on site safety, to tax credit and leadership development, we help you go beyond compliance with the most extensive training library in the industry. Learning science. Your team is too busy for long, boring trainings they won't retain. Grace Hills courses are developed using learning science, so learners are engaged and can immediately apply new skills. Plus, we continually update our content as the industry and legislation change, so you don't have to. Ready to drive performance in your people and properties? Contact us today to see how Grace Hill can help. Boost retention with Sparks short courses that fit into busy work days. Engage employees with interactive training content in a variety of formats. Support a diverse team with Spanish courses and translation tools. Add topic-specific training with optional Elective Bundles. Request a Demo Poor onboarding experiences lead to a 50% higher employee turnover rate.* Streamline your employee onboarding processes and ensure every employee has a clear path to success with Onboarding Pathways in PerformanceHQ! Award-Winning LMS Software 2025 BRONZE STEVIE® WINNER Corporate Learning Development Solution - Grace Hill's PerformanceHQ American Business Awards® 2025 Best Value Multifamily Software - Training by Grace Hill Revyse 2025 Most Loved Multifamily Software - Training by Grace Hill Revyse 2025 Support Star Multifamily Software - Training by Grace Hill Revyse 2024 GOLD STEVIE® WINNER Customer Education LMS - Grace Hill Training American Business Awards® Comprehensive Content Library Grace Hill covers all the multifamily topics important to your business. You'll never worry about outdated training content - we monitor industry and regulatory changes, so you don't have to! Our comprehensive catalog covers all the topics you need to train your team: Fair Housing*Sexual HarassmentTax Credit ComplianceRisk & Crisis ManagementHuman Trafficking Leasing & Sales SkillsVirtual LeasingCustomer ServiceLeadership DevelopmentDiversity, Equity & Inclusion Emotional IntelligenceBasic to Advanced Maintenance SkillsSafety SeriesIndustry Partner ContentSparks Microlearning State-specific Fair Housing regulations are complicated! Grace Hill's Fair Housing courses are approved by the Texas Department of Housing & Community Affairs (TDHCA) and Virginia's Department of Professional & Occupational Regulation (DPOR), and we manage the renewals - so you'll stay compliant! Affordable Training Courses and Elective Packages Our LMS is priced per unit and includes a buildable library of courses with transparent pricing that fits your budget, ensuring you'll avoid any hidden fees or surprises on your invoice. Meet Gracie AI that helps teams find answers faster. Gracie helps teams get fast, direct answers about survey, courses, and performance data. What Our Customers Say About Grace Hill Training "Using training in PerformanceHQ has saved our team time by allowing us to assign training based on groups and positions, which makes for a smooth process and ensures everyone gets assigned correctly." Anneli Joplin Director of Learning Innovation at Camden Living "The feedback we've gotten from our onsite learners and trainers is that they love the microlearning environment. Everyone's busy, and being able to get information in bite-sized chunks is so helpful." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "One of my favorite tools in PerformanceHQ is Capture Wizard. It's truly a wizard inside of a machine. From someone who's used every product under the sun, to be able to use Capture Wizard with ease all in one place - it's mind-blowingly awesome." Jessica Dodge Director of Employee Development at Harbor Group "Sparks microlearning for real-time training and compliance is imperative. Those short, to-the-point lessons are exactly what our teams need." Mary Sheets Vice President of Talent & People at Dayrise Residential "Grace Hill's training is the best in real estate." American Business Awards® "Grace Hill's PerformanceHQ is an amazing LMS. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!" Michael Johnson Director of Training at AOG Living "Grace Hill is literally our one-stop-shop for all things learning and development. They have been instrumental in providing course content that meets current regulatory requirements. And without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Director of Property Management at Gumenick Properties "Having Training and Policies under PerformanceHQ gives us a centralized platform where our employees can go to find anything they need. It helps our training team, HR team, operations, and our onsite teams." Lindsey Palmer Vice President of Training at Horizon Realty Advisors "It's not just training anymore - we're performance leaders." Jessica Dodge Director of Employee Development at Harbor Group Request a Demo What Does Employee Turnover Really Cost You? 76% of employees2 say they are more likely to stay with a company that offers continuous training. Find out what your employee turnover is really costing you. Customizable To Fit Your Needs Onboard new team members with native tools that centralize all training in one place. Host virtual instructor-led training with integrated Zoom conferencing. Build engaging, step-by-step training for any process with Capture Wizard . Keep your team sharp with recurring courses, boosters, and self-paced online assessments. Stress-Free Training Is Possible! Managing your team's training doesn't have to be frustrating! With ongoing admin training and personal support, you'll have the tools you need for success. Automate user management by connecting your HRIS. Simplify user login with SSO user authentication. Automate course assignments for your team by position, location, or a custom group. Improve compliance with automated training reminders and assignment notifications. Request a Demo SkillCat Mobile Maintenance Training Increase your team's skills with convenient mobile maintenance training and certifications. Connected Data. One Platform. Explore the enhanced features in PerformanceHQ by clicking through each option below. Analytics Course Builder Learning Plans Employee Dashboards Awards Compliance Tracking Dashboard Instructor-Led Training Analytics [fl_builder_insert_layout id="40184" type="fl-builder-template"] Course Builder [fl_builder_insert_layout id="40181" type="fl-builder-template"] Learning Plans [fl_builder_insert_layout id="44215" type="fl-builder-template"] Employee Dashboards [fl_builder_insert_layout id="40168" type="fl-builder-template"] Awards [fl_builder_insert_layout id="40167" type="fl-builder-template"] Compliance Tracking Dashboard [fl_builder_insert_layout id="40177" type="fl-builder-template"] Instructor-Led Training [fl_builder_insert_layout id="40976" type="fl-builder-template"] Grace Hill Training FAQs Do you offer regional or state-specific training or polices? Many multifamily operators have portfolios that span multiple states, so Grace Hill's training and policies are generally based on federal regulations and are not state-specific. However, we do offer some content that is designed to meet state-specific requirements, like our Human Trafficking course, our state-specific Sexual Harassment content, and state-specific Fair Housing approvals from Virginia's Department of Professional & Occupational Regulation (DPOR) and Texas Department of Housing & Community Affairs (TDHCA). Does your training count toward required Continuing Education Credits (CECs)? Yes! Grace Hill is an NAA Alliance partner and our Training platform includes more than 40 NAAEI-approved courses. These courses can count for 50% of the annual CECs required to maintain NAA credentials. In fact, with an average cost of $120 per CEC, Grace Hill's Training can save you up to $500 per year! Calculate your savings here. How long does it take to implement your Training solution? We realize you have a lot on your plate, and the idea of implementing a training platform can feel like a daunting task. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition - without overburdening you or your onsite teams. We offer different levels of implementation support to ensure a smooth rollout of your new training solution: Standard Implementation: Implement our industry-specific training program for your team with predetermined training paths that fit your needs. With our Standard Implementation in PerformanceHQ, you'll be up and running in less than 30 days.  Customized Implementation: Lean on our experts to ensure a smooth and successful training program launch in 30 to 45 days. When you choose our customized implementation, we help develop learning paths that are tailored to meet your organization's unique learning goals.  SkillCat Implementation: Whether your goal is to elevate overall skills or help your techs troubleshoot difficult repairs, our seamless onboarding process quickly provides access to SkillCat's powerful mobile app in just 2-3 weeks. Can I have your training and policy content in my Property Management System (PMS)? We recognize that technology plays a pivotal role in improving operational efficiency, streamlining training, and enhancing the resident experience. As you evaluate opportunities to integrate systems, you may wonder if it's possible to simply add Grace Hill's training or policies to your PMS. Although there are benefits to reducing your tech stack, you don't want to sacrifice crucial functionality in the process. PerformanceHQ offers advanced learning and policy management features that are not available in any PMS available today, which is why we only provide our best-in-class content through our easy-to-use platform. Rest assured that PerformanceHQ will not burden your staff with complicated software. The intuitive interface is easy to learn and use and has a single login to access training, policies, and more! Plus, its powerful assignment engine saves admin time and ensures employees get the training and policies they need to be successful and compliant. We continually review and update content as regulations change so you can be confident that your training is current, accurate, and comprehensive. Best of all, those content updates are automatic, eliminating the manual process of modifying content kept in a disparate PMS system. Grace Hill's award-winning training goes beyond the basics, providing the rental housing topics and features you need to grow your team's skills, save valuable time, and mitigate risk at your properties. Can I just buy Fair Housing training? At Grace Hill, we understand the importance of developing your employees to avoid costly litigation. But there's more to protecting your organization than just Fair Housing training. We don't offer standalone Fair Housing courses, but some choose to purchase individual subsidized courses through our partner, Visto. However, most multifamily organizations prefer a comprehensive approach to employee development that offers greater compliance and increases efficiency. Our industry-specific training platform goes beyond Fair Housing to protect your business and reduce liability related to safety, human trafficking, sexual harassment, and more. Who is Gracie? Gracie is Grace Hill's AI-powered assistant built into the PerformanceHQ platform. Available anytime, Gracie helps employees quickly find the information they need - from company training and policies to resident survey feedback - without having to search through lengthy documents or reports. Gracie provides precise, consistent answers based on your organization's own training and policy content, reducing errors and saving time. With Intelligence+, Gracie will summarize your resident survey feedback into clear insights and tailored recommendations, helping operators act with confidence. Gracie is designed specifically for multifamily and commercial real estate operations, delivering trusted, role-relevant guidance that keeps employees informed, compliant, and focused on what matters most. Learn more about Gracie AI Chatbot. How do I engage learners to actually want to complete their training? Many Training Administrators have difficulty motivating learners to complete assigned training on time. We understand this challenge and provide built-in LMS features that gamify, socialize, and encourage participation. Capture your learners' attention in PerformanceHQ with a personalized dashboard highlighting assigned and recommended courses, company announcements, awards, leaderboards, and more! Other tips to help boost training participation: Build time into busy work schedules. Clear obstacles and distractions. Make the most of training time. Incentivize learners to motivate and reward. Do transcripts transfer when an employee leaves? Grace Hill tracks all learner achievements, including course completions, policy acknowledgments, and mystery shopping reports, within our platform. When an employee leaves one Grace Hill Training customer's company for another, the transcripts do not transfer. This ensures the employee receives training specific to their new company, which may be utilizing custom content or require a policy acknowledgment after training is complete. However, transcript transfers are possible in the case of an acquisition or explicit request from the Grace Hill client. Can other training sources be attached (or saved) to an employee profile? Grace Hill's PerformanceHQ platform allows admins to record training that occurs outside the LMS (e.g., courses offered by local associations or other equivalent training). I took Grace Hill Training; how can I get my transcript? Grace Hill Training allows you to download a certificate of completion after you finish each course. If this training was completed while working for a previous employer and you do not have the certificates mentioned, you must contact your previous learning administrator to receive a transcript of completed courses and scores. Be advised that this transcript may not transfer to or be accepted by your new company, and you may be asked to complete all required training.  If you completed an online CEC course(s) through Visto, a partnership between NAAEI and Grace Hill, you can view certifications by accessing your NAA online account. What kinds of topics does Sparks Microlearning cover? Sparks Microlearning covers topics essential for multifamily professionals. These include: Customer Service: Specifically, handling complaints and turning negative situations into positive ones. Business Ethics: Recognizing when gifts from vendors may pose an ethical issue. Onsite Sales: Mastering skills like securing appointments and making a strong first impression over the phone. Curb Appeal: Understanding its importance and how to create an inviting atmosphere. This quick, effective training content is designed to be relevant to real-world situations and fit seamlessly into busy schedules. Learn more about Sparks Microlearning. Stop Letting Inconsistent Onboarding Hurt Your Retention Discover how Onboarding Pathways in PerformanceHQ replaces manual checklists and scattered processes with a streamlined, property-wide onboarding experience that sets every new hire up for success from day one. Get your team on the path to training excellence today! Let's chat about how Grace Hill's Training Solutions can help get you there. More Multifamily Training Tools and Insights [dynamic_resources_rows topic="career-development-training"] Looking for Client or Technical Support? Find answers to common questions by visiting our support center. Or call us toll-free at 866-472-2344. Learn More About Grace Hill's Full Suite of Solutions Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs *Source: Society for Human Resource Management, 2021 Important notes: - Published on: 2022-10-27 16:56:51 - Category: Pages - [Solutions – Training](https://gracehill.com/solutions/property-management-training/): Multifamily Training & LMS Award-winning, industry-specific training content for multifamily teams that deserve the best. Request a Demo Training multifamily teams is hard. You don't have to do it alone! With changing regulations and high employee turnover, it's harder than… ------------------------- # Privacy Policy California > Last Updated:  October 1, 2023 This Privacy Notice for California Residents (this "Notice") supplements the information contained in Grace Hill, LLC's Privacy Policy. (the "Privacy Policy") It does not restate information already contained in the Privacy Policy, but incorporates by… Full Content: Last Updated:  October 1, 2023 This Privacy Notice for California Residents (this "Notice") supplements the information contained in Grace Hill, LLC's Privacy Policy. (the "Privacy Policy") It does not restate information already contained in the Privacy Policy, but incorporates by reference and in its entirety the Privacy Policy (and the Grace Hill Terms of Service, incorporated therein), which is hereby made an integral part of this Notice. This Notice is pursuant to  the California Consumer Privacy Act of 2018 as amended by the California Privacy Rights Act of 2020, and as to be effectuated by regulations thereunder promulgated by the California Privacy Protection Agency on March 29, 2023, to be effective on March 29, 2024, and, prior thereto, by regulations effective on August 14, 2020 as amended on March 15, 2021. Those statutes and regulations are referred to collectively herein as "CCPA." Any terms defined in the CCPA have the same meaning when used in this Notice.  Capitalized Terms not defined in this Notice shall have the meanings ascribed to them in the CCPA or in the Privacy Policy. This Notice applies to you if you are a natural persons who resides in the State of California ("consumers" or "you"). Information We Collect We collect information that identifies, relates to, describes, references, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer, household, or device ("personal information"). Personal information does not include: Publicly available information; or Deidentified or aggregated consumer information. In particular, we have collected the personal information in the following categories from consumers within the last twelve (12) months:   Category Types of information collected in this Category Collected A. Identifiers. A real name, alias, postal address, unique personal identifier or online identifier consisting of log-in credentials for the consumer's Grace Hill account, Internet Protocol address, email address, Grace Hill account name. YES B. Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e)). A name, signature, address, telephone number, education, or employment. YES C. Protected classification characteristics under California or federal law. Age and gender.   YES D. Commercial information. Records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.   NO E. Biometric information. Genetic, physiological, behavioral, and biological characteristics, or activity patterns used to extract a template or other identifier or identifying information, such as, fingerprints, faceprints, and voiceprints, iris or retina scans, keystroke, gait, or other physical patterns, and sleep, health, or exercise data.   NO F. Internet or other similar network activity. Browsing history, search history, information on a consumer's interaction with the Grace Hill website, a Grace Hill application (including KingsleySurvey), or a Grace Hill advertisement; but not about online activities over time and across third-party websites or online services.   YES G. Geolocation data. Physical location. YES H. Sensory data. Audio, electronic, visual, thermal, olfactory, or similar information.   NO I. Professional or employment-related information. Current job, and performance evaluations arising from a consumer's interaction with training materials provided by Grace Hill. YES J. Non-public education information (per the Family Educational Rights and Privacy Act (20 U.S.C. Section 1232g, 34 C.F.R. Part 99)). Education records directly related to a student maintained by an educational institution or party acting on its behalf, such as grades, transcripts, class lists, student schedules, student identification codes, student financial information, or student disciplinary records. NO K. Inferences drawn from other personal information. Profile reflecting a person's preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes arising from a consumer's interaction with training materials provided by Grace Hill or with survey conducted by Kingsley.   YES   Sources From Which We Collect Personal Information We obtain the categories of personal information listed above from the categories of sources identified in the Privacy Policy. Use of Personal Information We may use or disclose the personal information we collect for one or more of the purposes identified in the Privacy Policy. We will not collect additional categories of personal information or use the personal information we collected for materially different, unrelated, or incompatible purposes without providing you notice.  We do reserve the right to use de-identified data for any legal purpose. Sharing Personal Information We may disclose your personal information to a third party for a business purpose as disclosed in the Privacy Policy.  When we disclose personal information for a business purpose, we enter a contract that describes the purpose and requires the recipient to both keep that personal information confidential and not use it for any purpose except performing the contract. Disclosures of Personal Information for a Business Purpose In the preceding twelve (12) months, we have disclosed the following categories of personal information for a business purpose: Category A: Identifiers. Category B: California Customer Records personal information categories. Category C: Protected classification characteristics under California or federal law. Category I: Professional or employment-related information. Category K: Inferences drawn from other personal information. We disclose your personal information for a business purpose to the following categories of third parties: Our Clients. Service providers. Sales of Personal Information In the preceding twelve (12) months, we have not sold personal information.   Your Rights and Choices The CCPA provides consumers (California residents) with specific rights regarding their personal information. This section describes your CCPA rights and explains how to exercise those rights. Access to Specific Information and Data Portability Rights You have the right to request that we disclose certain information to you about our collection and use of your personal information over the past 12 months. Once we receive and confirm your verifiable consumer request (see Exercising Access, Data Portability, and Deletion Rights), we will disclose to you: The categories of personal information we collected about you. The categories of sources for the personal information we collected about you. Our business or commercial purpose for collecting or selling that personal information. The categories of third parties with whom we share that personal information. The specific pieces of personal information we collected about you (also called a data portability request). If we sold or disclosed your personal information for a business purpose, two separate lists disclosing: sales, identifying the personal information categories that each category of recipient purchased; and disclosures for a business purpose, identifying the personal information categories that each category of recipient obtained. Deletion Request Rights You have the right to request that we delete any of your personal information that we collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request (see Exercising Access, Data Portability, and Deletion Rights), we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies. We may deny your deletion request if retaining the information is necessary for us or our service provider(s) to: Complete the transaction for which we collected the personal information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, fulfill the terms of a written warranty or product recall conducted in accordance with federal law, or otherwise perform our contract with you or our Client. Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities. Debug products to identify and repair errors that impair existing intended functionality. Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law. Comply with the California Electronic Communications Privacy Act (Cal. Penal Code § 1546 seq.). Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us. Comply with a legal obligation. Make other internal and lawful uses of that information that are compatible with the context in which you provided it. Exercising Access, Data Portability, and Deletion Rights To exercise the access, data portability, and deletion rights described above, please submit a verifiable consumer request to us by either: Calling us at 866-472-2344 Emailing us at: notices@gracehill.com Visiting gracehill.com/privacy-policy-california/ Accessing your Account and submitting a support request by entering a support ticket. Only you, or someone legally authorized to act on your behalf, may make a verifiable consumer request related to your personal information. You may only make a verifiable consumer request for access or data portability twice within a 12-month period. The verifiable consumer request must: Provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative, which may include: Sending a support request through your Account Providing us with sufficient details about your Account for us to reasonably verify your identity Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it. We cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you. Making a verifiable consumer request does not require you to create an Account with us. However, we do consider requests made through your Account sufficiently verified when the request relates to personal information associated with that specific Account. We will only use personal information provided in a verifiable consumer request to verify the requestor's identity or authority to make the request. Response Timing and Format We will acknowledge receipt of your verifiable consumer request and describe the procedure for handling such a request within ten (10) days of receiving it. We will endeavor to respond to it within forty-five (45) days of its receipt. If we require more time (up to 90 days in total from receipt), we will within forty-five days inform you of the reason and extension period in writing. If you have an Account with us, we will deliver our written response to that Account. If you do not have an Account, we will deliver our written response by mail or electronically, at your option. Any disclosures we provide will cover only the 12-month period preceding the verifiable consumer request's receipt. The response we provide will also explain the reasons we cannot comply with a request, if applicable. For data portability requests, we will select a format to provide your personal information that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance. We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request. Personal Information Sales Opt-Out and Opt-In Rights We do not sell your personal information.  If, in the future, we begin selling personal information, we will amend this Notice to include information on opt-in and opt-out rights relating to such future sales of personal information.  Non-Discrimination We will not discriminate against you for exercising any of your CCPA rights. Unless permitted by the CCPA, we will not: Deny you goods or services. Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties. Provide you a different level or quality of goods or services. Suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services. However, we may offer you certain financial incentives permitted by the CCPA that can result in different prices, rates, or quality levels. In the event that we begin selling personal information, we will amend this Notice to include any financial incentives applicable to our use of your personal information.     Other California Privacy Rights California's "Shine the Light" law (Civil Code Section § 1798.83) permits users of the Website that are California residents to request certain information regarding our disclosure of personal information to third parties for their direct marketing purposes. To make such a request, please send an email to notices@gracehill.com or write us at: Grace Hill, 300 Executive Center Drive, Suite 201, Greenville, SC 29615. At this time, we do not disclose personal information to third parties for direct marketing purposes. If, in the future, we begin doing so, we will amend this Notice to disclose that. Changes to Our Privacy Notice We reserve the right to amend this Notice at our discretion and at any time. When we make changes to this Notice, we will post the updated Notice on the Website and update the Notice's effective date. Upon the posting of any changed Notice, the changes from the previous version will be summarized at the top of the document. Your continued use of our Website and Services following the posting of changes constitutes your acceptance of such changes. Contact Information If you have any questions or comments about this Notice, the ways in which Grace Hill collects and uses your information described here and in the Privacy Policy, or your choices and rights regarding such use, or if you wish to exercise your rights under California law, you may contact us at: Phone: 866-472-2344 Website: gracehill.com/privacy-policy-california Email: notices@gracehill.com Postal Address: Grace Hill Attn: California Privacy Rights 300 Executive Center Drive, Suite 201 Greenville, SC 29615 Important notes: - Published on: 2023-10-17 16:51:39 - Category: Pages - [Privacy Policy California](https://gracehill.com/privacy-policy-california/): Last Updated:  October 1, 2023 This Privacy Notice for California Residents (this "Notice") supplements the information contained in Grace Hill, LLC's Privacy Policy. (the "Privacy Policy") It does not restate information already contained in the Privacy Policy, but incorporates by… ------------------------- # Privacy Policy > Last updated: September 19, 2025   This Privacy Policy describes how Grace Hill, LLC ("Grace Hill,") collects and uses certain personal information as a result of the use of its products, including Vision®, Validate, Visto®, PolicyPartner®, ReputationBuilder, as well as… Full Content: Last updated: September 19, 2025   This Privacy Policy describes how Grace Hill, LLC ("Grace Hill,") collects and uses certain personal information as a result of the use of its products, including Vision®, Validate, Visto®, PolicyPartner®, ReputationBuilder, as well as the other services that Grace Hill provides that reference this Privacy Policy (the "Grace Hill Services"). The Grace Hill Services further include Grace Hill's website, www.gracehill.com (the "Website").  Additionally, this Privacy Policy describes how Kingsley Associates, Inc. ("Kingsley"), a Grace Hill subsidiary, collects and uses certain personal information through its products, including the Kingsley Portal (www.kingsleyportal.com), Kingsley Surveys (Employee Engagement Assessment, Tenant and Resident Experience), the Kingsley Index® and the other services that Kingsley provides that reference this Privacy Policy (the "Kingsley Services").  Grace Hill and Kingsley are each referred to herein as "we", "our" or "us", and this Privacy Policy applies to the Grace Hill Services and the Kingsley Services.  With regard to your use of the Grace Hill Services, references to we, our or us, refer to the obligations of Grace Hill and not Kingsley.  With regard to your use of the Kingsley Services, references to we, our or us, refer to the obligations of Kingsley and not Grace Hill.  The Grace Hill Services and Kingsley Services are each referred to as the "Services". This Privacy Policy describes our privacy practices, including: the Personal Information we receive or collect from you; how we use and share your Personal Information with others; and iii. your choices and obligations regarding your Personal Information. Except as stated in this Privacy Policy, we will not disclose your Personal Information to any third party without your consent. By using or accessing the Services, you agree to our use of your Personal Information as described herein and further agree to be legally bound by this Privacy Policy as amended from time to time. If you do not agree with this Privacy Policy without limitation or qualification, you should not access or use the Services. Your continued use of the Services after we change this Privacy Policy will mean that you accept and agree to be bound by the changes. Because we reserve the right to modify the Privacy Policy at any time, please check this Privacy Policy regularly for changes. Upon the posting of any changed Privacy Policy, the changes from the previous version will be summarized at the top of the document. Our Services, other than access to the Website, are provided under a contract with the recipient of our Services (a "Client").  Our client may be you, your employer, an agent of your employer, an affiliate of your employer, the owner or manager of the leasehold property where you live or work, or another person or legal entity who enters an agreement with us for the Services that are provided to you. We are not responsible for the data practices of our Clients. Application of this Privacy Policy This Privacy Policy governs the Services and not any third-party website, the internet, or any other network. We are not responsible for the privacy practices or the content of any third-party websites or services with which we communicate. By clicking on a link, logo or any item associated with a third-party site or application, please note that you are exiting the Services and the protections afforded by this Privacy Policy. Contacting Us If you have any questions or would like to make a verifiable consumer request about this Privacy Policy or our Services, you may contact our Customer Service department at Grace Hill, 4545 Fuller Road, Suite 406, Irving, TX 75038, or toll-free by phone at (866) 472-2344, or by email to notices@gracehill.com. Personal Information We collect Personal Information about certain persons either because that person has been designated by a Client as an authorized agent of the Client for purposes of our dealings with the Client; or because that person is an employee of a Client receiving our training, educational, or performance-evaluation services; or because that person is a tenant or resident of premises owned or managed by a Client who is being asked to respond to a survey regarding the Client and the premises. If you are one of those people, we collect Personal Information from you to enable us to provide the Services.  We also collect your Personal Information from our Clients when they hire us to perform the Services.   Finally, we collect your Personal Information when you use the Services. The level of Personal Information we collect depends on the type of Services provided and the amount of information you provide to us. "Personal Information" includes: Access Credentials When you or our Client registers your account (the "Account") for the Services (if any), access credentials are provided to us for security purposes, such as to authenticate your identity each time you use the Services, including information that identifies one or more of the following: a user name, a password, a personal identification number (PIN) and/or responses to security questions (collectively, your "Access Credentials"). Your Access Credentials may be used when you access your Account for the Services. Identification Information When you or our Client registers or updates your Account, information that identifies you is provided to us. "Identification Information" includes your name, postal address, email address, demographic information, telephone number, facsimile number and other information you provide to us (collectively, your "Identification Information"). You may also provide us with Identification Information when you use our Website, such as through our chatterbot. Device Information When you access the Services, we may obtain technical information that identifies your device and other technical parameters associated with your device, including your internet service provider, your browser, your IP Address, access point names (APNs), packet data networks, the make and model of your device; the type or version of your operating system; unique device identifier(s), a media access control (MAC) address, information associated with your service provider or mobile carrier, your internet browser type, specifications regarding your device hardware and/or software, etc. (collectively, your "Device Information"). Location Information When you access the Services, we may collect and process information about your device's actual location using global positioning system signals sent by your device, from a third-party location service, or from other sources that identify or describe the location from which your device is communicating with us. Profile Information When your Account is created, you or our Client may include additional information about you in a profile for your Account. Your profile may also include context information that identifies one or more of the following: your gender, primary or secondary languages, date of birth, profession or trade, employer, permission regarding your device location accuracy, permissions regarding your use of the Services, etc. (collectively, "Profile Information"). Usage Information When you use the Services, we may record your usage history (e.g., frequency of access, web pages accessed, Services accessed, duration of access, etc.), course history (e.g., classes taken, progress, courses completed, certifications earned, content accessed, etc.), performance history (answers to quizzes, communications with us, email messages, comments, etc.), reviews, messages, download history, etc. (collectively "Usage Information"). Use of Your Personal Information By accessing the Services, you are voluntarily and unconditionally accepting the terms and conditions of our Terms of Services and this Privacy Policy and are freely accepting and agreeing to our use of your Personal Information in accordance with this Privacy Policy. You further acknowledge and agree that your access or use of the Services, or providing your Personal Information to us, including any information deemed "sensitive" by applicable law, is entirely voluntary on your part. We may disclose to others and otherwise use your Personal Information for the following reasons. Our Internal Use. We use your Personal Information for our own internal purposes, including to provide the Services to you, to verify your identity, to create your Account, to maintain the security and integrity and safety of our Website and applications, to improve the Services, for testing, research, analysis, and product development, including to develop and improve our Website and Services, and to record and analyze your use of the Services (i.e. to determine your performance, your use of the Services, your visits to the Website, the content you have viewed, etc.). To Fulfill Our Obligations to Clients. We use your Personal Information to provide the Services to our Clients. We provide your Personal Information to the Client(s) which has an agreement with us under which the Services (not including the Website) are provided to you. This allows the applicable Client to understand your use of the Services, including how you perform, what training content you have viewed, how you respond to Kingsley's surveys, etc. Creating De-Identified Personal Information. We encode or obfuscate your Personal Information to create de-identified Personal Information that removes any information that allows you to be identified. We use the de-identified Personal Information for our own internal purposes, for data aggregation, performance monitoring, statistical compilations and analytics, improving the Services, and when providing the Services to you. Except as stated above, we will not sell or otherwise distribute your Personal Information, except that we expressly reserve the right to sell or otherwise share de-identified information with others or to make it public. Our Communications to You. We communicate with you through the Services (including through our Website chatterbot) as well as email, text message, other messaging methods to market our Services and to provide notices to you to, for instance, inform you of your performance or how to best use our Services, to recommend certain Services, to notify you of new features or functionality or planned disruptions, or other promotion or advertising content. In addition, we may use and share your information as we describe to you when collecting your personal information or as otherwise permitted by applicable law. Identifying You to other Users.  We may identify you to other users of the Services using some of your Personal Information (when you get an award for performance, etc.). Marketing the Services. We may use your Personal Information to market the Services to you and to the Client(s) associated with you. Enforcing this Privacy Policy, Our Terms of Use, and Client Agreements. We may disclose your Personal Information to enforce or apply this Privacy Policy, our Terms of Use and/or our agreements with Clients. Third Party Service Providers. We may provide your Personal Information to our contractors, service providers, and other third parties we use to support our business (such as to help provide the Services, to market our Services, etc.) and who are bound by contractual obligations to keep your Personal Information confidential and use it only for the purposes for which we disclose it to them. Related Parties/Successors. We may disclose your Personal Information to our subsidiaries and affiliates, which will use your Personal Information only as described herein. Further, we may disclose your Personal Information to a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our business, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which your Personal Information is among the assets transferred. Harm; Compliance with Law; Other Uses. We may disclose your Personal Information to comply with a court order, law, subpoena, discovery request or legal process, including to respond to any government or regulatory request. Further, we may disclose your Personal Information if we believe that disclosure is necessary or appropriate to protect the rights, property, safety or vital interests of Grace Hill, Kingsley, our Clients, or others. Finally, from time to time, we may use your Personal Information for new, unanticipated uses, such as notification of new services, announcements and general communications. If our information practices materially change at some time in the future, we will post such changes to this Privacy Policy before we use your Personal Information for these new purposes.   How We Collect Your Personal Information Information You Provide to Us. When you visit the Website, you may provide your Personal Information to us when, for instance, you engage in digital communications with our Website.  For example, the Website includes a chatterbot, which may ask you questions and allow you to respond. When you respond, we may use the Personal Information you provide to us. Further, when you access and use the Services, you may provide your Personal Information to us, such as when you populate your Profile, select a course in Vision, respond to Kingsley surveys, view Grace Hill's content, etc. Information Provided to Us by Our Clients. If you use the Services subject to an agreement between us and a third party (i.e. your employer, an affiliate or agent of your employer, etc.), your Personal Information may be provided to us by our Client. Automated Collection of Personal Information. We use automatic data collection methods to collect and store information when you access the Services. This may include sending one or more cookies or anonymous identifiers to your device. We may also use cookies and anonymous identifiers when you interact with the Services.  We use cookies to keep you signed into your Account, to understand how you use our Services, and for potentially other functional uses, not including providing such cookies to third parties for advertising. A cookie is a small text file placed on your device. You may refuse to accept cookies by changing the settings of your device or browser, but this may render you unable to access certain portions of the Services. We may use flash cookies, which we store and which collect and store information about your use of the Services. We may use web beacons (also known as web bugs, clear Graphics Interface Format pixel (or "clear GIFs"), 1 x 1 pixel, etc.) in combination with cookies or other functions to understand how you interact with the Website or the Services or to create analytics or other administrative functions. Beacons do not collect Personal Information.  We do not track you by collecting Personal Information about your online activities over time and across third party websites or online services, and, as a result, do not alter our practices in response to "do not track" signals from your browser. You may customize and limit the automated collection of your Personal Information upon accessing www.gracehill.com. Data Security We have implemented reasonable security measures designed to secure your Personal Information from accidental loss and from unauthorized access, use and disclosure in the transmission, processing, and storage of that Personal Information.  The safety and security of your Personal Information also depends on you. For example, if a password is required for you to access the Services, you should not share your password with anyone. Unfortunately, no data transmission over the internet is completely secure, and, despite our efforts to protect your Personal Information, we cannot guarantee the security of your Personal Information. Any transfer of your Personal Information is at your own risk. International Transfers of Personal Information Grace Hill, d/b/a Kingsley, complies with the EU-U.S. Data Privacy Framework (EU-U.S. DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF) as set forth by the U.S. Department of Commerce.  Grace Hill, d/b/a/ Kingsley, has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework Principles (EU-U.S. DPF Principles) regarding the processing of personal data received from the European Union in reliance on the EU-U.S. DPF and from the United Kingdom (and Gibraltar) in reliance on the UK Extension to the EU-U.S. DPF.  Grace Hill, d/b/a Kingsley, has certified to the U.S. Department of Commerce that it adheres to the Swiss-U.S. Data Privacy Framework Principles (Swiss-U.S. DPF Principles) with regard to the processing of personal data received from Switzerland in reliance on the Swiss-U.S. DPF.  If there is any conflict between the terms in this privacy policy and the EU-U.S. DPF Principles and/or the Swiss-U.S. DPF Principles, the Principles shall govern.  To learn more about the Data Privacy Framework (DPF) program, and to view our certification, please visit https://www.dataprivacyframework.gov/. By using the Services, you voluntarily consent to the transfer of your Personal Information to other countries including the U.S. Citizens of the European Union or the United Kingdom or Switzerland may have certain rights with respect to their Personal Information. In certain situations, we may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements. In compliance with the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF, Grace Hill, d/b/a Kingsley commits to refer unresolved complaints concerning our handling of personal data received in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF to BBB National Programs or BBB, an alternative dispute resolution provider based in the United States.  If you do not receive timely acknowledgment of your DPF Principles-related complaint from us, or if we have not addressed your DPF Principles-related complaint to your satisfaction, please visit https://bbbprograms.org/programs/all-programs/dpf-consumers/ProcessForConsumers for more information or to file a complaint.  The services of BBB are provided at no cost to you. Please note that if your complaint against Grace Hill, d/b/a Kingsley, is not resolved through these channels, under limited circumstances, a binding arbitration option may be available before a Data Privacy Framework Panel. While a participant in the Data Privacy Framework, Grace Hill, d/b/a Kingsley, is subject to the investigatory and enforcement powers of the Federal Trade Commission (FTC).  Further, if you are unhappy with Grace Hill, d/b/a Kingsley's response to your complaint, you may have the right to complain to your Data Protection Authority.  Please contact us at notices@gracehill.com to obtain details of how to contact them. In accordance with the Data Privacy Framework Principles, Grace Hill, d/b/a Kingsley, assumes responsibility for the processing of personal information it receives and subsequently transfers to a third party service provider acting as a processor on our behalf. Grace Hill, d/b/a Kingsley, shall remain liable under the Principles if our agent processes such personal information in a manner inconsistent with the Principles unless evidence is provided to support Kingsley is not responsible for any event resulting in damage to a Client. Data Subject Rights The right to access - You have the right to request copies of your Personal Information. We may charge you a small fee for this service. The right to rectification - You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete. The right to erasure - You have the right to request that we erase your personal data, under certain conditions. The right to restrict processing - You have the right to request that we restrict the processing of your personal data, under certain conditions. The right to object to processing - You have the right to object to our processing of your personal data, under certain conditions. The right to data portability - You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions. To exercise these rights, please contact us using the address, phone number or email address below: Grace Hill, LLC 4545 Fuller Road, Suite 406 Irving, TX 75038 (866) 472-2344 notices@gracehill.com     Your Choices and Obligations Regarding your Personal Information Rights to Access, Change, or Delete Your Personal Information. When you access the Services, you may review or modify some of your Personal Information, including portions of your Access Credentials, Identification Information, and Profile Information. To ensure that we can continue providing the Services, performing security functions (for example, authenticating your identity), and maintaining your Account, you are not permitted to delete certain Personal Information including portions of your Identification Information, Access Credentials, device information and usage information. Rights to Delete Your Personal Information. You may terminate your Account or request the deletion of your Personal Information at any time. When you request to terminate your Account, we will retain a copy of your Personal Information as needed to fulfill our obligations to our Clients (including your usage history, survey responses, etc.). Other than this copy, your Account and Personal Information will be deleted. Because of the way we maintain the Services, such deletion may not be immediate, and residual copies of your Personal Information may remain on backup media for up to ninety (90) days. Notwithstanding the foregoing, we reserve the right to retain some or all of your Personal Information if, in our sole discretion, we determine that it is reasonably necessary to comply with applicable law, meet our legal obligations, comply with regulatory requirements, resolve disputes between users or Clients, prevent fraud and abuse, or enforce this Privacy Policy and the Terms of Services. Furthermore, we reserve the right to retain a copy of a de-identified version of your Personal Information for any legal purpose. Your Obligations. You agree not to upload, copy or otherwise use or disseminate any information that may violate the rights of others. You agree that you are authorized to upload any information that you provide to us. You agree not to provide any information to us that you are not authorized to provide. You further agree to keep your Access Credentials strictly confidential and to not share them with any unauthorized user or third party. Any violation of this Privacy Policy may lead to the restriction, suspension, or termination of your Account at our sole discretion. Policy Toward Children NEITHER THE WEBSITE NOR THE SERVICES ARE DIRECTED TOWARD CHILDREN UNDER SIXTEEN (16) YEARS OF AGE (the "Minimum Age"). If you become aware that your child has provided us with Personal Information without your consent, please contact us at notices@gracehill.com. We do not knowingly collect Personal Information from children below the Minimum Age. If we become aware that a child under the Minimum Age has provided us with Personal Information, we will take steps to promptly remove such Personal Information and terminate the Account associated with the child. California Privacy Rights If you reside in the state of California, our Privacy Notice for California Residents is part of this Privacy Policy and applies to you. By providing this Privacy Notice, we are not waiving any business-to-business exception to the California Consumer Privacy Act (should such an exception be re-established) or conceding that we are "data processors" or "service providers" under the Act. Important notes: - Published on: 2020-07-16 18:48:10 - Category: Pages - [Privacy Policy](https://gracehill.com/privacy/): Last updated: September 19, 2025   This Privacy Policy describes how Grace Hill, LLC ("Grace Hill,") collects and uses certain personal information as a result of the use of its products, including Vision®, Validate, Visto®, PolicyPartner®, ReputationBuilder, as well as… ------------------------- # Solutions – Visto > Credentials & CECs Invest In Yourself.Advance Your Career. Visto makes it easy and affordable for individuals to grow their skills in property management. Learn More The training you need for the job you want. You want a thriving career in… Full Content: Credentials & CECs Invest In Yourself.Advance Your Career. Visto makes it easy and affordable for individuals to grow their skills in property management. Learn More The training you need for the job you want. You want a thriving career in property management that truly reflects your potential, but navigating the path to success can be overwhelming. Visto makes it easy. Our affordable online courses and credentials give you the tools you need to grow your skills and stand out in the industry. Whether you're just starting out or looking to take your career to the next level, Visto helps you achieve your goals and opens doors to new opportunities. Gain the edge you need to succeed with Visto. Industry-Specific Education Online CEC Courseware That Engages Individual Credentials That Advance Your Company and Career Streamlined Purchasing Process Credentials For Every Career Path In partnership with the National Apartment Association Education Institute (NAAEI), Grace Hill designed Visto to be the most convenient way to earn and maintain an industry credential. Don't settle for just any credential. NAAEI's accreditations are the best in rental housing, so you can gain a mark of excellence recognized throughout the industry.  Each Visto learning path focuses on different aspects of industry operations so you can choose the credential that best matches your job role and career goals. CALP - Leasing Professionals CAM - Community Managers CAPS - Residential Property Management Leader CAS - Product & Service Providers CAMT - Maintenance Technicians* CAMT+E - Energy Efficiency Microcredential CAMT+L - Leadership Microcredential Purchase a Credential Now * CAMT is currently only offered at in-person training sessions. Please inquire with your local apartment association for future offerings. The CAMT+E and CAMT+L microcredentials are available online to CAMT holders through Visto. Continuing Education Credit Courses Our comprehensive suite of CEC-eligible courses helps you grow your skills while maintaining your professional certifications. With Visto, you'll have access to the most current multifamily training so you can confidently navigate the rapidly evolving multifamily industry. Visto's CEC courses include topics such as: Fair Housing* Workplace Violence Diversity, Equity & Inclusion Leasing & Sales Skills Business Ethics Leadership Skills Property Financials Maintenance Basics Marketing Essentials And More! Purchase a CEC Now * Visto's Fair Housing training (created by Grace Hill) is the only NAAEI-endorsed Fair Housing course in the industry. Grace Hill's Fair Housing courses are approved for use by the Texas Dept. of Housing & Community Affairs (TDHCA) and Virginia's Dept. of Professional & Occupational Regulation (DPOR). Take charge of your career with Visto! Don't wait for your employer to take action; you can invest in yourself with industry training! Visto is the perfect way to grow your career and show the industry you're the rental housing professional they've been looking for. Learn More Trusted by the Rental Housing Industry 3,462 Visto learners have earned an NAAEI credential since the program launched in 2016 180+ Personal development courses and webinars 65+ Credentials, microcredentials, and CEC courses Multifamily Leaders Give your employees a comprehensive training and experience and boost performance. As a learning leader, you want ongoing training that attracts and retains the best talent on your team. Grace Hill supports this goal with our complete multifamily training platform in PerformanceHQ. While some choose to buy individual courses with Visto, most organizations want a comprehensive training solution to develop their people and protect their business. Visto Professional courses and credentials from Visto for individuals. Training Comprehensive industry-specific training content for multifamily teams. Are you prepared to compete for top talent in today's market? Did you know: 60% of property management organizations don't require credentials but will pay for them as an employee benefit. Visto offers a valuable opportunity to get an easy win for employee retention, helping you differentiate your organization and keep your best employees. We make it easy to subsidize employee credentials with bulk purchases through Visto, helping you demonstrate your commitment to your team's growth. Take action now and make employee credentialing a cornerstone of your talent acquisition and retention strategy. More Industry Tools and Insights [dynamic_resources_rows topic="credentials-cecs-visto"] Learn More About Grace Hill's Full Suite of Solutions Training Complete multifamily training content developed by industry experts for teams. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Reputation Management Seamlessly manage your online reputation and drive prospects to your communities. More About ORM Important notes: - Published on: 2023-01-11 15:24:04 - Category: Pages - [Solutions – Visto](https://gracehill.com/solutions/property-management-credentials/): Credentials & CECs Invest In Yourself.Advance Your Career. Visto makes it easy and affordable for individuals to grow their skills in property management. Learn More The training you need for the job you want. You want a thriving career in… ------------------------- # PolicyPartner > PolicyPartner allows you to: Maximize flexibility to meet organizational need More than 745 policies across subject areas, from leasing and marketing, to accounting and commercial, to management and operations  Expertise spanning multiple verticals (conventional, student, affordable, commercial) and functions (operations,… Full Content: PolicyPartner allows you to: Maximize flexibility to meet organizational need More than 745 policies across subject areas, from leasing and marketing, to accounting and commercial, to management and operations  Expertise spanning multiple verticals (conventional, student, affordable, commercial) and functions (operations, HR, training, marketing, risk management)  Guided virtual customization, or full in-person customization to tailor PolicyPartner to your specific business objective Boost employee engagement and streamline policy administration Technology-enabled solution that lets you develop, manage and communicate policies and procedures across your entire organization  Rapid deployment of policies, built by industry experts, to minimize legal exposure  Bolster employee and team performance for retaining and developing talent Leverage leading-edge tools in policy management Housed in a single location but accessible (and editable) from any device, so that use across teams is seamless  Robust search engine tagging and Google translation that eliminates the need for costly reprints and binders Comprehensive, up-to-date legal monitoring for compliance issues, with detailed versioning and history as backup for any litigation needs PolicyPartner by The Numbers 3 million Number of apartment units across the US, UK and Canada served by PolicyPartner 200 Number of years' combined experience of PolicyPartner team 90 (or less) Number of days it takes to get fully implemented and live across teams "We've been able to streamline our policies and procedures and allow our team members immediate access to consistent and up-to-date information." Jackie Rhone Managing Director of Real EstateGreystar To learn more about our Solution, request a demo Request Demo Our Products A Comprehensive Talent Management Solution View All Products Important notes: - Published on: 2022-09-14 17:11:38 - Category: Pages - [PolicyPartner](https://gracehill.com/products/policypartner/qrcode/): PolicyPartner allows you to: Maximize flexibility to meet organizational need More than 745 policies across subject areas, from leasing and marketing, to accounting and commercial, to management and operations  Expertise spanning multiple verticals (conventional, student, affordable, commercial) and functions (operations,… ------------------------- # Solutions- KingsleySurveys QR Code > Turn Insights Into Action The link between resident satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and… Full Content: Turn Insights Into Action The link between resident satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and NOI for multifamily and commercial real estate organizations. Measure Tenant Satisfaction Increase Renewals Retain Employees Improve Property Performance Industry-specific survey solution with robust reporting to: Effectively conduct resident, tenant, employee, and investor surveys. Translate survey results into actionable insights. Compare your data to our Kingsley Index™ industry benchmarks. See how your properties stack up against the competition. Request a personalized demo of KingsleySurveys to get started! Our industry experts will help you customize the survey program that best fits your business. Get Demo Survey Programs Designed to Fit Your Needs Resident/Tenant Surveys Gain objective insight into the resident/tenant experience. Employee Surveys Increase employee engagement and retention. Client/Investor Surveys Gauge perceptions and gather competitive intelligence.   "The information we get from KingsleySurveys is invaluable in assessing operations and service gaps, helping us improve in real-time rather than months after the fact. The results speak for themselves with improved satisfaction scores across all KPIs each year since we began." Laurel Zacher Vice President Marketing & Customer Engagement Security Properties Residential  Trusted Industry Benchmarks and Awards Compare your results to the Kingsley Index™ and earn recognition for outstanding performance - helping you stand out from the competition. The Kingsley Index Trusted Industry Benchmarking Gain a realistic assessment of resident, tenant, and employee satisfaction. Receive an unbiased perspective of portfolio performance compared to your competitors. Customize your Kingsley Index for strategic benchmarks of similar properties.  Compare yourself to accurate benchmarks by property type, asset class, and geography. Kingsley Excellence Award Stand out from your competition. Each year, we recognize individual properties that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Commercial Real Estate Surveys KingsleySurveys is trusted by top CRE organizations. Our surveys and benchmarks are built specifically for commercial real estate, including office, industrial, medical and retail. Let our team of industry experts help improve your portfolio performance.  More About Commercial Survey Programs for Multifamily Property Management KingsleySurveys provides comprehensive survey tools and actionable insights for the multifamily property management industry. Learn more about our survey solutions, benchmarking tools, and award opportunities for multifamily. More About Multifamily Find out how KingsleySurveys can help you improve overall portfolio performance! Request a personalized demo today! Learn More About Grace Hill's Full Suite of Solutions The power of KingsleySurveys is maximized when combined with our best-in-class training, policy manuals, mystery shopping, and reputation management solutions, creating a cycle of continual improvement within your organization. Speak to one of our experts today! Training The leading learning management system in multifamily. More About Training Operating Procedures Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Robust mystery shop program that blends technology with assessment best practices. More About Mystery Shopping Online Reputation Management Enhance your online brand and drive prospects to your properties. More About ORM Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-01-03 14:09:35 - Category: Pages - [Solutions- KingsleySurveys QR Code](https://gracehill.com/solutions/satisfaction-surveys/qrcode/): Turn Insights Into Action The link between resident satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. KingsleySurveys offers comprehensive survey tools and trusted industry benchmarks that have proven to increase property performance and… ------------------------- # Resource Center > Resource Center Welcome to our Resource Center, where you'll find expert insights, best practices, success stories, on-demand webinars, upcoming events, and the latest innovations in real estate technology to help multifamily and commercial real estate leaders improve performance and reduce… Full Content: Resource Center Welcome to our Resource Center, where you'll find expert insights, best practices, success stories, on-demand webinars, upcoming events, and the latest innovations in real estate technology to help multifamily and commercial real estate leaders improve performance and reduce risk. Categories Success Stories News Resources Blog Events Video Library Resources View All [resources_rows post1="Fair Housing Tool Kit (2026 Update)" post2="Apartment Marketing Ideas for Every Season" post3="The Amenity Paradox: What Actually Drives Value in Multifamily and CRE"] Blogs View All 3 Ways to Reduce Employee Turnover in Property Management April 15, 2026 Read More → Fair Housing Laws in 2026: Compliance Guide, Risks, and Checklist March 31, 2026 Read More → 10 Proven Ways to Improve Property Management Training in Multifamily March 26, 2026 Read More → News View All Grace Hill Launches Onboarding Pathways in PerformanceHQ April 22, 2026 Learn More → Grace Hill Announces New Training Partner Program March 19, 2026 Learn More → Grace Hill Announces Partnership With Mindstone March 3, 2026 Learn More → To learn more about our solutions, request a demo. Request Demo Important notes: - Published on: 2020-09-24 19:30:47 - Category: Pages - [Resource Center](https://gracehill.com/resource-center/): Resource Center Welcome to our Resource Center, where you'll find expert insights, best practices, success stories, on-demand webinars, upcoming events, and the latest innovations in real estate technology to help multifamily and commercial real estate leaders improve performance and reduce… ------------------------- # Commercial Media Kit > Kingsley Excellence Award Graphics & Downloads Below are digital award images to display on property websites, email signatures, property listings, and anywhere else you would like to showcase your property's excellence. Feel free to adjust the image height and width… Full Content: Kingsley Excellence Award Graphics & Downloads Below are digital award images to display on property websites, email signatures, property listings, and anywhere else you would like to showcase your property's excellence. Feel free to adjust the image height and width percentages to meet your needs. Commercial ColorEmblem Download Commercial Color Emblem Translucent Download Commercial One ColorEmblem Download Commercial One Color EmblemTranslucent Download Commercial EmailSignature Download Award Certificate Below is a downloadable editable certificate to display at your property to showcase your excellence. Simply type in your property name and print it to display! Download Window Clings In an effort to self-serve, below is a high-res .eps file to download, allowing you to print window clings at your preferred local printer to display within your properties. Download Social Media Sharing Share your property's achievement on Facebook, Instagram, Twitter and LinkedIn! Download the graphics below or take a picture of your property to post to your social media accounts. We've suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award for exceeding the industry benchmark for overall tenant satisfaction and going above and beyond to guarantee that our tenants are satisfied with their experience! #kingsleyexcellence I work at a KingsleyIndex Top Property! We have been awarded the Kingsley Excellence Award for exceeding the industry benchmark for overall tenant satisfaction and guaranteeing that our tenants are satisfied with their experience! #kingsleyexcellence Important notes: - Published on: 2021-01-21 14:03:12 - Category: Pages - [Commercial Media Kit](https://gracehill.com/products/kingsleysurveys/commercial-media-kit/): Kingsley Excellence Award Graphics & Downloads Below are digital award images to display on property websites, email signatures, property listings, and anywhere else you would like to showcase your property's excellence. Feel free to adjust the image height and width… ------------------------- # Ellis Customer Experience Best in Class Award Graphics & Downloads 2024 > Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award! This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email… Full Content: Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award! This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download Top 10 Winner Download Awards Certificate This editable certificate can be displayed at your community to showcase your team's excellence! Simply type in your community name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your communities! Ellis Customer Experience Best in Class Window Cling   Download Top 10 Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your community's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or community to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. And don't forget to tag @GraceHill and @Ellis for greater visibility in your post! Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Ellis Customer Experience Best in Class Award for exceeding the industry benchmark for overall resident satisfaction. Our onsite teams work diligently to guarantee our residents are satisfied with their living experience! #EllisCX #GHImpact I work at an Ellis Best in Class community! We have been awarded the Ellis Customer Experience Best in Class Award for providing outstanding customer service and satisfaction in 2023. #EllisCX #GHImpact Important notes: - Published on: 2025-01-27 12:45:59 - Category: Pages - [Ellis Customer Experience Best in Class Award Graphics & Downloads 2024](https://gracehill.com/ellis-customer-experience-awards/media-kit/2024/): Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award! This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email… ------------------------- # Ellis Customer Experience Best in Class Award Graphics & Downloads 2023 > Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award! This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email… Full Content: Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award! This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download Top 10 Winner Download Awards Certificate This editable certificate can be displayed at your community to showcase your team's excellence! Simply type in your community name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your communities! Ellis Customer Experience Best in Class Window Cling   Download Top 10 Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your community's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or community to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. And don't forget to tag @GraceHill and @Ellis for greater visibility in your post! Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Ellis Customer Experience Best in Class Award for exceeding the industry benchmark for overall resident satisfaction. Our onsite teams work diligently to guarantee our residents are satisfied with their living experience! #EllisCX #GHImpact I work at an Ellis Best in Class community! We have been awarded the Ellis Customer Experience Best in Class Award for providing outstanding customer service and satisfaction in 2023. #EllisCX #GHImpact Important notes: - Published on: 2024-01-25 18:17:40 - Category: Pages - [Ellis Customer Experience Best in Class Award Graphics & Downloads 2023](https://gracehill.com/ellis-customer-experience-awards/media-kit/2023/): Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award! This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email… ------------------------- # Ellis Customer Experience Best in Class Award Graphics & Downloads 2022 > Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award!This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email signatures,… Full Content: Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award!This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download Top 10 Winner Download Awards Certificate This editable certificate can be displayed at your community to showcase your team's excellence! Simply type in your community name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your communities! Ellis Customer Experience Best in Class Window Cling   Download Top 10 Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your community's achievement on Facebook, Instagram, Twitter, and LinkedIn!Download the graphics below or snap a picture of your team or community to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit.And don't forget to tag @GraceHill and @Ellis for greater visibility in your post! Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Ellis Customer Experience Best in Class Award for exceeding the industry benchmark for overall resident satisfaction. Our onsite teams work diligently to guarantee our residents are satisfied with their living experience! #EllisCX #GHImpact I work at an Ellis Best in Class community! We have been awarded the Ellis Customer Experience Best in Class Award for providing outstanding customer service and satisfaction in 2022. #EllisCX #GHImpact Important notes: - Published on: 2023-02-08 10:23:51 - Category: Pages - [Ellis Customer Experience Best in Class Award Graphics & Downloads 2022](https://gracehill.com/ellis-customer-experience-awards/media-kit/2022/): Multifamily Media Kit Congratulations on your Ellis Customer Experience Best in Class Award!This media kit was assembled to make it easy to share the achievement with your audience. Below are digital award images to display on community websites, email signatures,… ------------------------- # Survey Success Tool Kit > These survey deliverables have been created specifically to support Resident Survey Program success from Grace Hill's KingsleySurveys solution.  Survey Program & Contest Details Use the suggested flyer content to notify all company employees of the Resident Survey Program, it's importance… Full Content: These survey deliverables have been created specifically to support Resident Survey Program success from Grace Hill's KingsleySurveys solution.  Survey Program & Contest Details Use the suggested flyer content to notify all company employees of the Resident Survey Program, it's importance and contest rules and regulations. View Employee FlyerSurvey Program & Contest Details View Employee FlyerSurvey Program & Contest Details (Spanish) Display Flyers These are the size of a standard sheet of paper: 8.5" x 11" Display Flyer 1 Download Image Display Flyer 2 Download Image Display Flyer 3 Download Image Display Flyer 4 Download Image Display Flyer 5 Download Image Thank You For Visiting the Survey Success Tool Kit! Important notes: - Published on: 2024-06-10 17:49:23 - Category: Pages - [Survey Success Tool Kit](https://gracehill.com/survey-success-tool-kit/lp/winn-residential/): These survey deliverables have been created specifically to support Resident Survey Program success from Grace Hill's KingsleySurveys solution.  Survey Program & Contest Details Use the suggested flyer content to notify all company employees of the Resident Survey Program, it's importance… ------------------------- # Multifamily Media Kit 2025 > Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… Full Content: Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and anywhere else you would like to showcase your property's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download Top 100 Winner   Elite 5 Winner   Download Download Awards Certificate This editable certificate can be displayed at your property to showcase your team's excellence! Simply type in your property name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your properties! Kingsley Excellence Window Cling   Download Elite 5 Window Cling   Download Top 100 Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your property's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or property to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall resident satisfaction. Our onsite teams go above and beyond to guarantee our residents are satisfied with their living experience! #KingsleyExcellence #GHImpact I work at a Kingsley Excellence top community! We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall resident satisfaction. My team works diligently to guarantee our residents are satisfied with their living experience! #KingsleyExcellence #GHImpact Important notes: - Published on: 2025-01-27 12:19:14 - Category: Pages - [Multifamily Media Kit 2025](https://gracehill.com/solutions/kingsleysurveys/multifamily-media-kit/2025/): Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… ------------------------- # Multifamily Media Kit 2024 > Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… Full Content: Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and anywhere else you would like to showcase your property's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download Top 100 Winner   Elite 5 Winner   Download Download Awards Certificate This editable certificate can be displayed at your property to showcase your team's excellence! Simply type in your property name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your properties! Kingsley Excellence Window Cling   Download Elite 5 Window Cling   Download Top 100 Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your property's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or property to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall resident satisfaction. Our onsite teams go above and beyond to guarantee our residents are satisfied with their living experience! #KingsleyExcellence #GHImpact I work at a Kingsley Excellence top community! We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall resident satisfaction. My team works diligently to guarantee our residents are satisfied with their living experience! #KingsleyExcellence #GHImpact Important notes: - Published on: 2024-01-25 15:52:21 - Category: Pages - [Multifamily Media Kit 2024](https://gracehill.com/solutions/kingsleysurveys/multifamily-media-kit/2024/): Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… ------------------------- # Commercial Media Kit 2025 > Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… Full Content: Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and anywhere else you would like to showcase your property's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download 100% Club Winner   Elite 5 Winner   Download Download Awards Certificate This editable certificate can be displayed at your property to showcase your team's excellence! Simply type in your property name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your properties! Kingsley Excellence Window Cling   Download Elite 5 Window Cling   Download 100% Club Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your property's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or property to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall tenant satisfaction. Our onsite teams go above and beyond to guarantee our tenants are satisfied with their experience! #KingsleyExcellence #GHImpact I work at a Kingsley Excellence top property! We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall tenant satisfaction. My team works diligently to guarantee our tenants are satisfied with their experience! #KingsleyExcellence #GHImpact Important notes: - Published on: 2025-01-27 12:54:44 - Category: Pages - [Commercial Media Kit 2025](https://gracehill.com/solutions/kingsleysurveys/commercial-media-kit/2025/): Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… ------------------------- # Commercial Media Kit 2024 > Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… Full Content: Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and anywhere else you would like to showcase your property's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download 100% Club Winner   Elite 5 Winner   Download Download Awards Certificate This editable certificate can be displayed at your property to showcase your team's excellence! Simply type in your property name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your properties! Kingsley Excellence Window Cling   Download Elite 5 Window Cling   Download 100% Club Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your property's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or property to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall tenant satisfaction. Our onsite teams go above and beyond to guarantee our tenants are satisfied with their experience! #KingsleyExcellence #GHImpact I work at a Kingsley Excellence top property! We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall tenant satisfaction. My team works diligently to guarantee our tenants are satisfied with their experience! #KingsleyExcellence #GHImpact Important notes: - Published on: 2024-01-18 12:18:23 - Category: Pages - [Commercial Media Kit 2024](https://gracehill.com/solutions/kingsleysurveys/commercial-media-kit/2024/): Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… ------------------------- # Commercial Media Kit 2023 > Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… Full Content: Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and anywhere else you would like to showcase your property's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download 100% Club Winner   Elite 5 Winner   Download Download Awards Certificate This editable certificate can be displayed at your property to showcase your team's excellence! Simply type in your property name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your properties! Kingsley Excellence Window Cling   Download Elite 5 Window Cling   Download 100% Club Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your property's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or property to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall tenant satisfaction. Our onsite teams go above and beyond to guarantee our tenants are satisfied with their experience! #KingsleyExcellence #GHImpact I work at a Kingsley Excellence top property! We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall tenant satisfaction. My team works diligently to guarantee our tenants are satisfied with their experience! #KingsleyExcellence #GHImpact Important notes: - Published on: 2023-04-10 10:26:19 - Category: Pages - [Commercial Media Kit 2023](https://gracehill.com/solutions/kingsleysurveys/commercial-media-kit/2023/): Commercial Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on your website, email signatures, listing sites, and… ------------------------- # Multifamily Media Kit 2023 > Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on community websites, email signatures, listing sites, and… Full Content: Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence! Feel free to adjust the image height and width percentages to meet your needs. Color Emblem Download Color Emblem No Background Download White Emblem No Background Download Email Signature Download Top 100 Winner   Elite 5 Winner   Download Download Awards Certificate This editable certificate can be displayed at your community to showcase your team's excellence! Simply type in your community name and print to display. Download Window Clings These high-res .eps files allow you to print window clings at your preferred local printer to display within your communities! Kingsley Excellence Window Cling   Download Top 100 Window Cling   Download Elite 5 Window Cling   Download Press Release Template We have done the heavy lifting for you with this Press Release Template that will help jump-start your media announcement! Download Social Media Sharing Share your community's achievement on Facebook, Instagram, Twitter, and LinkedIn! Download the graphics below or snap a picture of your team or community to accompany the post. We have suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall resident satisfaction. Our onsite teams go above and beyond to guarantee our residents are satisfied with their living experience! #KingsleyExcellence #GHImpact I work at a Kingsley Excellence top community! We have been awarded the Kingsley Excellence Award by @GraceHill for exceeding the Kingsley Index industry benchmark for overall resident satisfaction. My team works diligently to guarantee our residents are satisfied with their living experience! #KingsleyExcellence #GHImpact Important notes: - Published on: 2023-02-08 10:22:48 - Category: Pages - [Multifamily Media Kit 2023](https://gracehill.com/solutions/kingsleysurveys/multifamily-media-kit/2023/): Multifamily Media Kit Congratulations on your Kingsley Excellence Award! This media kit was assembled to make it easy to share this achievement with your audience. Below are digital award images to display on community websites, email signatures, listing sites, and… ------------------------- # Multifamily Media Kit 2022 > Kingsley Excellence Award Graphics & Downloads Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence. Feel free to adjust the image height and width… Full Content: Kingsley Excellence Award Graphics & Downloads Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence. Feel free to adjust the image height and width percentages to meet your needs. Multifamily Color Emblem Multifamily Color Emblem Translucent Multifamily One Color Emblem   Multifamily One Color Emblem Translucent Multifamily Email Signature   Download Download Download Download Download Top 100 Winner   Elite 5 Winner   Download Download Award Certificate Below is a downloadable editable certificate to display at your community to showcase your community's excellence. Simply type in your community name and print it to display! Download Window Clings In an effort to self-serve, below is a high-res .eps file to download, allowing you to print window clings at your preferred local printer to display within your communities. Download Social Media Sharing Share your community's achievement on Facebook, Instagram, Twitter and LinkedIn! Download the graphics below or take a picture of your community to post to your social media accounts. We've suggested copy below, but feel free to edit the post as you see fit. Download Download Download SUGGESTED SOCIAL MEDIA COPY We have been awarded the Kingsley Excellence Award for exceeding the industry benchmark for overall resident satisfaction and going above and beyond to guarantee that our residents are satisfied with their living experience! #kingsleyexcellence I work at a KingsleyIndex Top Community! We have been awarded the Kingsley Excellence Award for exceeding the industry benchmark for overall resident satisfaction and guaranteeing that our residents are satisfied with their living experience! #kingsleyexcellence Important notes: - Published on: 2021-01-21 11:12:10 - Category: Pages - [Multifamily Media Kit 2022](https://gracehill.com/solutions/kingsleysurveys/multifamily-media-kit/2022/): Kingsley Excellence Award Graphics & Downloads Below are digital award images to display on community websites, email signatures, listing sites, and anywhere else you would like to showcase your community's excellence. Feel free to adjust the image height and width… ------------------------- # Q2 & Q3 25 Reputation Management – LinkedIn Ads > Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a… Full Content: Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a multifamily marketer, you know that blind spots in your online reputation are dangerous. But, managing feedback scattered across the web is time-consuming, and generic solutions lack industry-specific features. Grace Hill's enhanced Online Reputation Management (ORM) solution offers a consolidated view of your online reviews, listings, and social sites, along with key metrics to help you understand overall performance. How Grace Hill Helps You Manage Your Message Create a consistent online presence with templates, social publishing, and AI-powered analytics. Build Trust Respond efficiently to every interaction, allowing you to convert prospects and improve satisfaction. Protect Your Brand Leverage AI to monitor sentiment and flag risks, helping you spot potential concerns and act quickly. Get Found Optimize your online listings to rank higher in search and boost traffic to your property. "I want to address online feedback faster and easier." Grace Hill helps you quickly personalize communications at scale. Centralize reviews from Google, Yelp, Facebook, Apartments.com, ApartmentGuide, ApartmentRatings, and Rent.com in one easy platform. Eliminate writer's block. Our AI response generation tools create engaging posts and replies in seconds. Streamline your content publishing with calendars, bulk scheduling, and approvals. Boost engagement and measure what matters with advanced analytics. "I want a better way to understand customer preferences and pain points." We make it easy to analyze customer feedback, without spending hours compiling data. Simply "Ask AI Anything" to instantly summarize trends and act fast. Gain insight into the full prospect and resident experience across locations, regions, and providers. Leverage Pulse, our AI sentiment engine, to see what customers like (and dislike) across reviews, comments, photos and more! Use real customer feedback and data-driven insights to guide your decision-making process. 71% of renters searching for a new apartment won't visit a property if the reviews aren't stellar.1 Our powerful ORM tool can help you attract prospects and retain residents! Request a Demo ¹NMHC and Grace Hill, Renter Preferences Survey Report, 2024 "I want to avoid risky blind spots in my online reputation." Quickly react to damaging feedback that puts your brand at risk. Negative feedback can spread like wildfire, and without the right tools, you might miss the warning signs. Our advanced AI enables real-time detection of risky reviews and social posts, helping you spot threats around the clock and address issues before they escalate. Instant alerts help you address concerns swiftly. Categorize trends and pinpoint your properties with the most pressing risks. Filter by location, provider, time period, and risk category. "I want to stop losing leads to outdated or incorrect property details." Our ORM helps you manage your online presence with precision. Our intuitive tools and expert Listing Specialists ensure your information is always accurate, eliminating duplicates and optimizing for local SEO, so the right renters find you first. Plus, gain instant visibility into your listings' local search performance with clear, at-a-glance metrics. Stay ahead of the competition, attract more prospects, and let us handle the heavy lifting while you focus on leasing success. "Ultimately, we wanted a reputation management solution that wasn't just about monitoring reviews but one that would help us enhance engagement, improve the resident experience, and refine our overall approach to customer satisfaction. Grace Hill delivered on that." Sara Woods Director of Brand, Marketing, and Customer Experience HILLS Properties Request a Demo Benchmark Your Property Against Local Competitors Without proper benchmarking against local and regional competition's online rankings, your marketing efforts could fall short. The Local Brand Visibility (LBV) score tracks your online presence in real-time, helping you inform strategic decisions and gauge satisfaction. The only benchmark weighted across 5 key areas: Reviews Social Posts and Comments Listings Search Results Local Competitors Take Control of Your Online Reputation with Multifamily's #1 ORM Software! Request a Demo Important notes: - Published on: 2025-04-08 12:27:48 - Category: Pages - [Q2 & Q3 25 Reputation Management – LinkedIn Ads](https://gracehill.com/multifamily-reputation-management/): Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a… ------------------------- # Reputation Management – Bing Ads > Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a… Full Content: Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a multifamily marketer, you know that blind spots in your online reputation are dangerous. But, managing feedback scattered across the web is time-consuming, and generic solutions lack industry-specific features. Grace Hill's enhanced Online Reputation Management (ORM) solution offers a consolidated view of your online reviews, listings, and social sites, along with key metrics to help you understand overall performance. How Grace Hill Helps You Get Found Optimize your online listings to rank higher in search and boost traffic to your property. Build Trust Respond efficiently to every interaction, allowing you to convert prospects and improve satisfaction. Manage Your Message Create a consistent online presence with templates, social publishing, and AI-powered analytics. Protect Your Brand Leverage AI to monitor sentiment and flag risks, helping you spot potential concerns and act quickly. "I want to address online feedback faster and easier." Grace Hill helps you quickly personalize communications at scale. Centralize reviews from Google, Yelp, Facebook, Apartments.com, ApartmentGuide, ApartmentRatings, and Rent.com in one easy platform. Eliminate writer's block. Our AI response generation tools create engaging posts and replies in seconds. Streamline your content publishing with calendars, bulk scheduling, and approvals. Boost engagement and measure what matters with advanced analytics. "I want a better way to understand customer preferences and pain points." We make it easy to analyze customer feedback, without spending hours compiling data. Simply "Ask AI Anything" to instantly summarize trends and act fast. Gain insight into the full prospect and resident experience across locations, regions, and providers. Leverage Pulse, our AI sentiment engine, to see what customers like (and dislike) across reviews, comments, photos and more! Use real customer feedback and data-driven insights to guide your decision-making process. 71% of renters searching for a new apartment won't visit a property if the reviews aren't stellar.1 Our powerful ORM tool can help you attract prospects and retain residents! Request a Demo ¹NMHC and Grace Hill, Renter Preferences Survey Report, 2024 "I want to avoid risky blind spots in my online reputation." Quickly react to damaging feedback that puts your brand at risk. Our advanced AI enables real-time detection of risky reviews and social posts, helping you spot threats around the clock and address issues before they escalate. Instant alerts help you address concerns swiftly. Categorize trends and pinpoint your properties with the most pressing risks. Filter by location, provider, time period, and risk category. "I want to stop losing leads to outdated or incorrect property details." Our ORM helps you manage your online presence with precision. Our intuitive tools and expert Listing Specialists ensure your information is always accurate, eliminating duplicates and optimizing for local SEO, so the right renters find you first. Stay ahead of the competition, attract more prospects, and let us handle the heavy lifting while you focus on leasing success. "We choose Grace Hill because of its comprehensive and integrated approach to reputation management; it stood out as the best fit for our needs and provided a more holistic and efficient solution for managing our reputation across multiple properties." Karla Alfaro-Seda Marketing Manager, Clarion Management Request a Demo Benchmark Your Property Against Local Competitors Without proper benchmarking against local and regional competition's online rankings, your marketing efforts could fall short. The Local Brand Visibility (LBV) score tracks your online presence in real-time, helping you inform strategic decisions and gauge satisfaction. The only benchmark weighted across 5 key areas: Reviews Social Posts and Comments Listings Search Results Local Competitors Take Control of Your Online Reputation with Multifamily's #1 ORM Software! Request a Demo Important notes: - Published on: 2025-04-10 09:13:01 - Category: Pages - [Reputation Management – Bing Ads](https://gracehill.com/multifamily-online-reputation-management-software/): Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a… ------------------------- # Reputation Management – Google Ads > Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a… Full Content: Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a multifamily marketer, you know that blind spots in your online reputation are dangerous. But, managing feedback scattered across the web is time-consuming, and generic solutions lack industry-specific features. Grace Hill's enhanced Online Reputation Management (ORM) solution offers a consolidated view of your online reviews, listings, and social sites, along with key metrics to help you understand overall performance. How Grace Hill Helps You Get Found Optimize your online listings to rank higher in search and boost traffic to your property. Build Trust Respond efficiently to every interaction, allowing you to convert prospects and improve satisfaction. Manage Your Message Create a consistent online presence with templates, social publishing, and AI-powered analytics. Protect Your Brand Leverage AI to monitor sentiment and flag risks, helping you spot potential concerns and act quickly. "I want to address online feedback faster and easier." Grace Hill helps you quickly personalize communications at scale. Centralize reviews from Google, Yelp, Facebook, Apartments.com, ApartmentGuide, ApartmentRatings, and Rent.com in one easy platform. Eliminate writer's block. Our AI response generation tools create engaging posts and replies in seconds. Streamline your content publishing with calendars, bulk scheduling, and approvals. Boost engagement and measure what matters with advanced analytics. "I want a better way to understand customer preferences and pain points." We make it easy to analyze customer feedback, without spending hours compiling data. Simply "Ask AI Anything" to instantly summarize trends and act fast. Gain insight into the full prospect and resident experience across locations, regions, and providers. Leverage Pulse, our AI sentiment engine, to see what customers like (and dislike) across reviews, comments, photos and more! Use real customer feedback and data-driven insights to guide your decision-making process. 71% of renters searching for a new apartment won't visit a property if the reviews aren't stellar.1 Our powerful ORM tool can help you attract prospects and retain residents! Request a Demo ¹NMHC and Grace Hill, Renter Preferences Survey Report, 2024 "I want to avoid risky blind spots in my online reputation." Quickly react to damaging feedback that puts your brand at risk. Our advanced AI enables real-time detection of risky reviews and social posts, helping you spot threats around the clock and address issues before they escalate. Instant alerts help you address concerns swiftly. Categorize trends and pinpoint your properties with the most pressing risks. Filter by location, provider, time period, and risk category. "I want to stop losing leads to outdated or incorrect property details." Our ORM helps you manage your online presence with precision. Our intuitive tools and expert Listing Specialists ensure your information is always accurate, eliminating duplicates and optimizing for local SEO, so the right renters find you first. Stay ahead of the competition, attract more prospects, and let us handle the heavy lifting while you focus on leasing success. "We choose Grace Hill because of its comprehensive and integrated approach to reputation management; it stood out as the best fit for our needs and provided a more holistic and efficient solution for managing our reputation across multiple properties." Karla Alfaro-Seda Marketing Manager, Clarion Management Request a Demo Benchmark Your Property Against Local Competitors Without proper benchmarking against local and regional competition's online rankings, your marketing efforts could fall short. The Local Brand Visibility (LBV) score tracks your online presence in real-time, helping you inform strategic decisions and gauge satisfaction. The only benchmark weighted across 5 key areas: Reviews Social Posts and Comments Listings Search Results Local Competitors Take Control of Your Online Reputation with Multifamily's #1 ORM Software! Request a Demo Important notes: - Published on: 2025-02-26 10:21:31 - Category: Pages - [Reputation Management – Google Ads](https://gracehill.com/multifamily-online-reputation-management/): Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand-all starting at just $40/month. Create a consistent online brand. Save time managing responses. Ensure accuracy across listing platforms. Improve search engine rankings. Proactively identify risky feedback. As a… ------------------------- # Solutions – Reputation Management > Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand - all starting at just $40/month. Request a Demo As a multifamily marketer, you know that blind spots in your online reputation are dangerous. But, managing feedback scattered… Full Content: Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand - all starting at just $40/month. Request a Demo As a multifamily marketer, you know that blind spots in your online reputation are dangerous. But, managing feedback scattered across the web is time-consuming, and generic solutions lack industry-specific features. Grace Hill's enhanced Online Reputation Management (ORM) solution, now in PerformanceHQ, offers a consolidated view of your online reviews, listings, and social sites, along with key metrics to help you understand overall performance.  How Grace Hill Helps You Manage Your Message Create a consistent online presence with templates, social publishing, and AI-powered analytics. Build Trust Respond efficiently to every interaction, allowing you to convert prospects and improve satisfaction. Protect Your Brand Leverage AI to monitor sentiment and flag risks, helping you spot potential concerns and act quickly. Get Found Optimize your online listings to rank higher in search and boost traffic to your property. "Ultimately, we wanted a reputation management solution that wasn't just about monitoring reviews but one that would help us enhance engagement, improve the resident experience, and refine our overall approach to customer satisfaction. Grace Hill delivered on that." Sara Perry Director of Brand, Marketing, and Customer Experience at HILLS Properties Multifamily marketers like you know a property's online reputation can make or break your ability to secure new leases and renewals. But with reviews and listings scattered across the web, who has time to manage it all? Grace Hill's powerful reputation management solution helps you monitor, analyze, and respond to online feedback. Plus, our AI tools work around the clock to spot potential risks, saving you valuable time and protecting your brand. Manage your message. Our unified dashboard makes posting and publishing easy. AI tools and templates speed up responses, while bulk scheduling and approvals ensure brand consistency. Build trust. If you want to bring bring more prospects on-site, you need a positive first impression online. Grace Hill helps you boost credibility, attract renters, and increase lead to lease conversions. Protect your brand. Leverage Pulse AI to instantly summarize sentiment and flag risky feedback so you can address issues before they escalate. Plus, our LBV score measures your online performance against local competitors so you can gauge satisfaction and help your property stand out. Get found. Don't let incorrect information hold your property back. We offer tools to keep listings accurate so prospects can find you no matter where they search. Or let our specialists do the heavy lifting to boost local SEO and optimize your listings so your team doesn't have to. Isn't it time to turn your reputation into results? Work with our experts to strengthen your online brand today. 71% of renters searching for a new apartment won't visit a property if the reviews aren't stellar.1 Our powerful ORM solution is designed for multifamily professionals like you to attract prospects and retain residents! Get A Demo To Learn More ¹NMHC and Grace Hill, Renter Preferences Survey Report, 2024 "I want to address online feedback faster and easier." Grace Hill helps you quickly personalize communications at scale. Centralize reviews from Google, Yelp, Facebook, Apartments.com, ApartmentGuide, ApartmentRatings, Rent.com, and more in one easy platform. Eliminate writer's block. Our AI response generation tools create engaging posts and replies in seconds. Streamline your content publishing with calendars, bulk scheduling, and approvals. Boost engagement and measure what matters with interactive, easy-to-navigate analytics. "I want a better way to understand customer preferences and pain points." We make it easy to analyze customer feedback, without spending hours compiling data. Simply "Ask AI Anything" to instantly summarize trends and act fast. Gain a snapshot of the full prospect and resident experience across locations, regions, and providers. Leverage Pulse, our AI sentiment engine, to see what customers like (and dislike) across locations, reviews, comments, photos and more! Use real customer feedback and data-driven insights to guide your decision-making process. Too much data? Too little time? Not anymore. PulseAI compiles and summarizes your review, social, and sentiment data, helping you act faster on key insights. Get a bird's eye view of performance or drill down into location-specific data to understand your online presence, instantly. "I want to avoid risky blind spots in my online reputation." Quickly react to damaging feedback that puts your brand at risk. Negative feedback can spread like wildfire, and without the right tools, you might miss the warning signs. Our advanced AI enables real-time detection of risky reviews, social posts and user-generated images, helping you spot threats around the clock and address issues before they escalate. Instant alerts help you address concerns swiftly. Categorize trends and pinpoint your properties with the most pressing risks. Filter by location, provider, time period, and risk category. "I want to stop losing leads to outdated or incorrect property details." Our ORM helps you manage your online presence with precision. Our intuitive tools and expert Listing Specialists ensure your information is always accurate, eliminating duplicates and optimizing for SEO, so the right renters find you first. Plus, gain instant visibility into your listings' local search performance with clear, at-a-glance metrics. Stay ahead of the competition, attract more prospects, and let us handle the heavy lifting while you focus on leasing success. Your Online Reputation is Worth The Investment We offer two feature-rich reputation management pricing packages in PerformanceHQ, designed to meet the needs and budget of your multifamily organization. Pricing starts at just $40/month. Benchmark Your Property Against Local Competitors The Local Brand Visibility (LBV) score tracks your online presence in real-time, helping you inform strategic decisions and gauge satisfaction. The only benchmark weighted across 5 key areas: Online Reviews Social Posts and Comments Listings Search Results Local Competitors "Reputation Management has become a core part of our customer experience strategy - streamlining our processes, saving time, and boosting productivity, especially for onsite marketing teams, who manage this alongside their already full plates - and the results prove its value." - Sara Perry, Director of Brand, Marketing and Customer Experience at HILLS Properties View Success Story Reputation Management FAQs How long does Reputation Management implementation take? Our proven implementation process is designed to help you launch faster, so you can begin managing and improving your reputation sooner. Our dedicated team of experts works with you every step of the way, allowing you to gather key credentials and location deliverables to ensure a seamless setup. From initial kickoff to launch, our goal is to have you fully operational in just 30 days! Can I choose which reviews I want to push to other review sites? (Gating reviews) Displaying a balanced mix of reviews, including negative and positive feedback, plays a critical role in building credibility for your property. Potential residents value authenticity and are more likely to trust a brand that acknowledges both the good and the bad. In fact, a mix of positive reviews highlighting your strengths, alongside thoughtful responses to negative concerns, enhances your reputation by demonstrating your commitment to resident satisfaction.  Grace Hill's Reputation Management platform helps you manage and respond to all reviews to boost your brand's credibility, contributing to a stronger and more trusted reputation in the multifamily market. Learn more about the value of negative reviews! Will you respond to reviews for us? We understand that responding to reviews can be overwhelming. Our add-on ReviewPro service is designed to take this burden off your shoulders and give your team back valuable time. Our team leverages client-provided templates and AI-powered generation to ensure your brand's voice is consistently reflected in every response. We've got it covered, giving you peace of mind knowing your brand's reputation is in expert hands. Is benchmarking available in Reputation Management? Yes, our Local Brand Visibility (LBV) score allows multifamily organizations to compare their online presence with local and regional competitors, gaining valuable insights into how your property stands out in the market. Unlike other scoring methods that focus solely on review ratings, LBV is the multifamily industry's only metric that combines reviews, social media engagement, local competitors, online listings, and search rankings to provide a comprehensive view of performance. Plus, Grace Hill clients achieve even better benchmarking visibility by leveraging both the Kingsley Index and LBV score to see how your property stands out. Learn more about Grace Hill's LBV score! What should I look for in an ORM software for multifamily? Since your online first impression can make or break a leasing decision, choosing the right online reputation management (ORM) software is essential. You need a solution that goes beyond basic review monitoring and social publishing to get industry-specific features that boost traffic to your property. Look for a platform that provides around-the-clock AI insights, advanced sentiment analysis, and automated workflows to help your team respond quickly to feedback. The right ORM solution should empower you to strengthen your online presence and drive leasing conversions with data-backed decision-making. Unlike generic ORM tools, Grace Hill's solution stands out with AI-powered tools built specifically for the multifamily industry, helping you reach prospects and residents where they are. Learn more about Grace Hill's LBV score! How can Risk Monitoring protect my property's reputation? Threats to your property's reputation can surface at any time. What was once a single unresolved review can escalate to a viral social media storm. By the time you discover it, the damage to your brand may already be done. In today's digital-first market, that means lost leads, higher turnover, and a significant hit to your ROI. Grace Hill's Risk Monitoring feature is your early warning system. It leverages AI to scan digital channels around the clock, detecting and categorizing risky reviews, social posts, and images, before they spiral into leasing losses. We help your teams act fast, protect your public perception, and respond with confidence. For multifamily marketers, Risk Monitoring isn't just a safety net - it's an essential advantage that helps strengthen your online brand. Can you manage my listings for me? Staying ahead of accurate information online is important, but time-consuming! Grace Hill takes listings off your plate entirely by ensuring your property details are optimized across hundreds of directories and platforms like Google, Yelp, Facebook, and more! That means no more wasted time manually updating business hours, phone numbers, or amenities across countless listings - and no more worrying about potential renters encountering incorrect information. Let our Listings Management specialists monitor these updates for you, helping to boost visibility in local search and drive in more qualified traffic! Can I be notified when there's a new review or mention of my property online? Yes! We know speed and visibility are essential to multifamily marketing. One missed post or a delayed response can directly impact leasing decisions and resident satisfaction, or even lead to costly Fair Housing compliance issues. With Grace Hill, you'll receive instant notifications the moment someone leaves a review or mentions your property. Our ORM solution makes it easier than ever to respond fast, with alerts for reviews, social mentions, and even specific keywords across multiple platforms. Gain tools to help you spot trends early, identify recurring issues, and take action before feedback escalates. How does Reputation Management compare to competitors in the industry? Not all reputation management solutions are created equal. Unlike one-size-fits-all ORM tools, we understand the unique challenges of multifamily marketers - from handling reviews across multiple properties to mitigating risky feedback online. Our platform works 24/7 to protect your property and give you a strategic advantage. We transform feedback into a strategic asset with AI-driven sentiment analysis and location-specific benchmarking. Plus, our exclusive services stand out in the industry by providing hands-free review generation and listings management, completely removing the burden from your team. No other provider understands multifamily like Grace Hill. Ensure you have the best-in-class insights and automation needed to improve ratings, drive traffic, and enhance brand perception. What reporting capabilities are offered with Reputation Management? With Grace Hill, you gain a centralized, easy-to-navigate dashboard that transforms unstructured review data into clear insights. Our solution is tailor-made for multifamily marketers who need real-time visibility into customer sentiment, brand health, and location performance. Gain immediate access to the metrics that matter, like SEO rankings, social media engagement insights, listing comparisons, sentiment trends, response rates, and more! Plus, compare your properties' performance against local competitors to see how you stack up. What we offer: Real-Time Risk Monitoring: Leverage AI to flag potential brand threats or compliance risks before they escalate, helping your team address issues proactively. Sentiment Analysis: Use Signals to 'Ask AI Anything' and get 24/7 insights about customer trends and resident pain points! Custom Reports for Every Level: Automate reports tailored to different stakeholders - from executives to property managers - delivering role-specific insights without the manual lift. What social media platforms can we manage through Reputation Management? Grace Hill makes it easy to manage social media at scale while gaining complete control over your brand's messaging. Our solution supports direct engagement, scheduling, and performance tracking on key channels, including Facebook, Instagram, Google+, LinkedIn, and X, allowing you to maintain a consistent brand voice. AI generation tools streamline content creation and replies by suggesting captions, optimizing tone, and incorporating relevant keywords to boost engagement while saving your team valuable time. Approval workflows and tasks help you review and edit content across teams before it goes live, ensuring brand alignment and compliance. Plus, with reporting tools, you can measure the impact of your posts, identify high-performing content, and refine your strategy. How can Reputation Management boost my local search engine ranking? Search engines and listing directories rank properties higher when they see a strong brand presence, accurate information, and consistent engagement. And in multifamily, better local rankings mean more traffic to your listings and more qualified leads. But how do you know which strategies will increase your visibility and move the needle on SEO? Our Reputation Management solution turns your digital presence into a leasing advantage by improving the signals that drive search performance. Here's how: Improve listing accuracy with AI-powered tools to manage at scale. Gain a unified view of your reputation and locations across Google, Yelp, Facebook, Apartments.com, and more. Get a roadmap to Page 1 search visibility with our LBV score to benchmark your property and track improvements over time. With Grace Hill, you don't just manage your reputation; you rise above the competition in local search! How can Reputation Management help me drive prospective traffic to my property? First impressions are everything! Studies show 71% of renters skip scheduling a tour if reviews are poor, making your online reputation a critical factor in leasing success. Grace Hill's Reputation Management solution helps multifamily marketers take control of a property's online presence by increasing responsiveness and ensuring consistent, accurate listings across every major platform. Here's how we help you: Boost Local SEO: Our solution enables you to stay ahead of accurate business listings and improve your visibility in local search results, keeping your property top-of-mind for customers searching online. Build Trust With Prospects: Grace Hill helps you create timely responses for every review, signaling to prospective renters that your business is reliable and takes resident concerns seriously. Monitor Risk at Scale: With one dashboard to manage reviews, you can act quickly and spot issues in your online reviews before they impact traffic or conversions Will I be able to customize responses to match my brand voice? In multifamily, every interaction with a resident or prospect is a reflection of your brand. A generic or inauthentic response can feel impersonal. But a thoughtful, brand-aligned reply reinforces trust and consistency, helping your property stand out online. With Grace Hill, there are a few ways to customize your feedback at scale: Streamlined Response Templates: Build a variety of pre-approved response templates to ensure your site teams deliver consistent messaging. Effortless AI Tools: Personalize responses with AI-generated suggestions that automatically adapt based on the sentiment and content of the review, saving valuable time while staying on-brand. Easy-to-Manage Approval Workflows: Refine and tailor messaging before it goes live, ensuring consistency across your entire portfolio. This is especially valuable for marketers managing multiple properties to maintain brand standards without bottlenecking response times. Own Your Online Reputation Contact us today to learn how Grace Hill can streamline your marketing efforts! More Multifamily Reputation Management Tools and Insights [dynamic_resources_rows topic="reputation-management"] Learn More About Grace Hill's Full Suite of Solutions Training Complete multifamily training content developed by industry experts. More About Training Policies Industry-specific policies that empower your team and reduce risk. More About Policies Mystery Shopping Get unbiased evaluations with programs that fit your needs. More About Mystery Shopping Surveys Gain actionable insights with comprehensive survey tools and trusted benchmarks. More About Surveys Credentials & CECs Attract top talent by investing in employee education and career development. More About CECs Important notes: - Published on: 2023-02-02 16:57:33 - Category: Pages - [Solutions – Reputation Management](https://gracehill.com/solutions/multifamily-reputation-management/): Reputation Management for Multifamily Professionals Monitor, elevate, and safeguard your property's brand - all starting at just $40/month. Request a Demo As a multifamily marketer, you know that blind spots in your online reputation are dangerous. But, managing feedback scattered… ------------------------- # Terms Spanish > Última actualización: 4 de marzo de 2026 ¡Bienvenido a Grace Hill! Por favor, lea atentamente estos Términos y Condiciones ("Términos"), ya que rigen su uso de este sitio web junto con cualquier contenido y herramientas-incluyendo Vision®, PolicyPartner, Validate y Survey-accedidos… Full Content: Última actualización: 4 de marzo de 2026 ¡Bienvenido a Grace Hill! Por favor, lea atentamente estos Términos y Condiciones ("Términos"), ya que rigen su uso de este sitio web junto con cualquier contenido y herramientas-incluyendo Vision®, PolicyPartner, Validate y Survey-accedidos a través de nuestro panel centralizado (colectivamente, los "Servicios").  ACUERDO Al utilizar los Servicios, o al hacer clic para aceptar los Términos cuando esta opción esté disponible, usted acepta estar sujeto a estos Términos y a nuestra Política de Privacidad, que se encuentra en https://gracehill.com/privacy e incorporada aquí por referencia (denominados colectivamente el "Acuerdo"). Es posible que actualicemos el Acuerdo periódicamente, y el uso continuo de los Servicios tras la notificación de dichas modificaciones constituye su aceptación de las mismas. 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Cargar contenido, incluyendo el Contenido del Suscriptor, que sea perjudicial para terceros o para los Servicios, que viole los derechos de propiedad de un tercero o que de cualquier otra forma infrinja estos Términos. Intentar, de cualquier otra manera, interferir con el funcionamiento adecuado de los Servicios. EXONERACIÓN DE RESPONSABILIDAD  Exoneración por transacciones entre Suscriptores. Grace Hill no puede confirmar la identidad de cada Suscriptor. Usted asume el riesgo de transmitir información a través de Internet. Es su responsabilidad verificar la identidad de las personas con las que interactúa a través de los Servicios. Grace Hill no interviene en disputas entre usuarios. Si surge una disputa, usted exonera a Grace Hill de toda reclamación relacionada con dichas disputas.  EXONERACIÓN DE RESPONSABILIDAD BAJO NINGUNA CIRCUNSTANCIA GRACE HILL, SUS AGENTES O PERSONAS O ENTIDADES AFILIADAS SERÁN RESPONSABLES POR DAÑOS DIRECTOS (QUE EXCEDAN LA LIMITACIÓN DE RESPONSABILIDAD PREVISTA EN EL PRESENTE), INDIRECTOS O INCIDENTALES, PÉRDIDA DE BENEFICIOS O DATOS, O DAÑOS ESPECIALES O CONSECUENTES QUE SURJAN DEL USO QUE USTED HAGA DE LOS SERVICIOS (INCLUYENDO SU INCAPACIDAD PARA UTILIZAR LOS SERVICIOS), YA SEA POR INCUMPLIMIENTO DE GARANTÍA, CONTRATO, AGRAVIO (RESPONSABILIDAD EXTRACONTRACTUAL), RESPONSABILIDAD OBJETIVA O CUALQUIER OTRA TEORÍA LEGAL, INDEPENDIENTEMENTE DE QUE SE HAYA ADVERTIDO A GRACE HILL SOBRE LA POSIBILIDAD DE DICHOS DAÑOS. ALGUNOS ESTADOS NO PERMITEN LA EXCLUSIÓN O LIMITACIÓN DE DAÑOS INCIDENTALES, CONSECUENTES O CIERTOS OTROS DAÑOS, POR LO QUE ES POSIBLE QUE ESTA LIMITACIÓN NO SE APLIQUE A USTED, EN SU TOTALIDAD O EN PARTE. EN NINGÚN CASO LA RESPONSABILIDAD TOTAL DE GRACE HILL HACIA USTED POR TODOS LOS DAÑOS, PÉRDIDAS O CAUSAS DE ACCIÓN EXCEDERÁ LA CANTIDAD, SI LA HUBIERA, QUE USTED HAYA PAGADO A GRACE HILL DURANTE LOS DOCE MESES INMEDIATAMENTE ANTERIORES A LA FECHA DE LA RECLAMACIÓN DE RESPONSABILIDAD, O CINCUENTA DÓLARES, LO QUE SEA MAYOR. ENLACES A OTROS SITIOS WEB Grace Hill puede, de vez en cuando, proporcionar enlaces a sitios web de terceros a través de los cuales se puede acceder o descargar servicios o contenido de terceros (por ejemplo, sitios web de terceros, procesadores de pagos, etc.). Debido a que no tenemos control sobre dichos sitios web, servicios o contenido de terceros, usted reconoce y acepta que Grace Hill no es responsable de la disponibilidad, el contenido, los servicios, los actos u omisiones de dichos sitios web o recursos externos ni de sus propietarios, y no respalda ni es responsable de ningún contenido, publicidad, productos, servicios u otros materiales que se encuentren en dichos sitios web o recursos, o que estén disponibles a través de ellos. Además, usted reconoce y acepta que Grace Hill no es responsable, directa o indirectamente, de ningún daño o pérdida causada, o que se alegue que haya sido causada, por o en relación con el uso o la confianza en dicho contenido, publicidad, productos, servicios u otros materiales de terceros disponibles en o a través de cualquiera de dichos sitios web.  INDEMNIZACIÓN Usted acepta, en la medida máxima permitida por la ley aplicable, eximir de responsabilidad de forma permanente, defender e indemnizar a Grace Hill y a sus agentes, empleados, representantes, directores, funcionarios, sucesores y cesionarios y otros afiliados ("Partes Indemnizadas") de y contra cualquier pérdida, costo, reclamación, responsabilidad, daño, disputa y gasto, incluyendo los honorarios razonables de abogados y costas judiciales, que surjan de: (i)   Su violación de cualquiera de los términos del Acuerdo, o cualquier información, software, archivos, mensajes u otro Contenido del Suscriptor publicado y/o transmitido a Grace Hill por usted; (ii) El hecho de que usted cargue a los Servicios, o los utilice de cualquier otra manera, para hacer público cualquier Contenido del Suscriptor u otra información que sea difamatoria, calumniosa, injuriosa, falsa, deshonesta, infundada, falaz o inexacta con respecto a otro Visitante, Suscriptor o cualquier tercero; (iii) Su violación de cualquier derecho de terceros, incluyendo, entre otros, cualquier derecho de autor, propiedad intelectual o derecho a la privacidad; o (iv) Cualquier reclamación de que cualquier Contenido del Suscriptor viola cualquiera de sus derechos, es falso, es difamatorio, es despectivo, es inexacto, lo tergiversa a usted, tergiversa un producto o servicio que usted proporciona, o causa cualquier pérdida, daño, pérdida de oportunidad, gasto, perjuicio o lesión a usted, sus agentes, sucesores o cesionarios. Las Partes Indemnizadas se reservan el derecho, por nuestra propia cuenta, de asumir la defensa y el control exclusivos de cualquier asunto que, de otro modo, esté sujeto a indemnización por su parte. En ese caso, usted no tendrá ninguna obligación adicional de proporcionar defensa a las Partes Indemnizadas en dicho asunto. Alternativamente, las Partes Indemnizadas podrán contratar a un abogado independiente para participar en la defensa de cualquier asunto sujeto a indemnización por su parte, por su propia cuenta. Esta sección sobrevivirá a la terminación o cancelación de estos Términos, o a cualquier terminación o suspensión de su uso o acceso a todos o cualquier aspecto de los Servicios.  TRANSFERENCIA PROHIBIDA EN VIOLACIÓN DE CUALQUIER LEY Y TRANSFERENCIA A LOS ESTADOS UNIDOS Si usted se encuentra fuera de los Estados Unidos, se le notifica y se le informa que se prevé que el Contenido del Suscriptor u otra información que nos proporcione se transfiera a los Estados Unidos. Siempre que usted nos envíe cualquier Contenido del Suscriptor u otra información, usted consiente esta transferencia y todas las transferencias relacionadas, y promete y acepta no realizar ninguna transferencia (incluyendo, entre otras, las transferencias a nosotros) excepto según lo permita la ley aplicable. No declaramos que el Contenido del Suscriptor o el Contenido de Grace Hill sean apropiados o estén disponibles para su uso en ubicaciones fuera de los Estados Unidos. Queda prohibido el acceso o el uso de los Servicios desde jurisdicciones donde los Servicios sean ilegales. Si usted es un Visitante o Suscriptor internacional, usted (a) es responsable del cumplimiento de todas las leyes locales, (b) declara y garantiza que está autorizado para divulgarnos la información contemplada en estos Términos, y (c) exonera de forma permanente a Grace Hill y a las Partes Indemnizadas de reclamaciones, demandas y daños (reales y consecuentes, directos e indirectos) de todo tipo y naturaleza, conocidos y desconocidos, sospechados y no sospechados, revelados y no revelados, que surjan de o estén de alguna manera relacionados con cualquier violación de su uso de los Servicios, independientemente de si nos ha informado o no sobre tales asuntos.  DISPOSICIONES GENERALES  Divisibilidad / Renuncia. Si un tribunal de jurisdicción competente determina que alguna disposición del Acuerdo es inválida, ilegal o inexigible, dicha disposición será reformada y rienterpretada automáticamente para que sea válida, legal, operativa y exigible en la medida máxima permitida por la ley aplicable, preservando al mismo tiempo su intención original. La invalidez de cualquier parte del Acuerdo no invalidará el resto del mismo. Además, ninguna renuncia a cualquier disposición del Acuerdo o a cualquier derecho u obligación de su parte o de la nuestra en virtud del presente será efectiva, excepto de conformidad con un instrumento escrito firmado por usted y por nosotros en el que se renuncie al cumplimiento; dicha renuncia será efectiva únicamente en el caso específico y para el propósito específico establecido en dicho escrito. Incluso si actuamos de una manera que usted considere incompatible con el Acuerdo, dichas acciones no se considerarán una renuncia ni una modificación implícita del Acuerdo. Del mismo modo, el hecho de que no nos dispongamos a objetar el incumplimiento de sus obligaciones en virtud del Acuerdo no constituye una renuncia a ninguno de nuestros derechos. Cumplimiento de las Leyes. Cada usuario de los Servicios deberá cumplir de inmediato, por su propia cuenta y cargo, en todos los aspectos sustanciales, con todas las leyes, ordenanzas, reglas, reglamentos y requisitos de todas las autoridades gubernamentales federales, estatales y locales que sean aplicables a los Servicios. Sin Terceros Beneficiarios. El Acuerdo redundará en beneficio de, y será vinculante para, usted y nosotros, así como para nuestros respectivos sucesores y cesionarios autorizados. Salvo que se disponga expresamente lo contrario en el presente, no existen terceros beneficiarios en este Acuerdo. Relación de las Partes. Usted y Grace Hill actúan como contratistas independientes con respecto a las actividades contempladas en virtud del presente. Nada de lo contenido en el Acuerdo se considerará que crea ningún tipo de relación de agencia, empresa conjunta, o asociación entre usted o nosotros. Ni usted ni Grace Hill tendrán derecho ni autoridad alguna para vincular u obligar al otro de ninguna manera frente a terceros. Cesión. Grace Hill se reserva el derecho de ceder el Acuerdo a una entidad sucesora en caso de su disolución, adquisición, venta de la totalidad o de una parte sustancial de sus activos, fusión u otro cambio en su situación jurídica. Títulos de las Secciones. Todos los títulos de las secciones, subsecciones y párrafos se proporcionan en el presente únicamente para conveniencia y no afectan el significado, la interpretación o la exigibilidad del Acuerdo. Ley Aplicable. Todos los asuntos relacionados con el Sitio Web y estos Términos, así como cualquier disputa o reclamación que surja de los mismos o esté relacionada con ellos, ya sea de naturaleza contractual o no, se regirán por las leyes del Estado de Texas, sin tener en cuenta sus principios de conflicto de leyes. Cualquier demanda, acción o procedimiento legal que surja de estos Términos, o que esté relacionado con ellos, se presentará exclusivamente ante el tribunal correspondiente dentro del Condado de Dallas, Texas. Si usted se encuentra fuera de los Estados Unidos de América, se somete voluntariamente a la jurisdicción de los tribunales estatales o federales de Texas, aunque nos reservamos el derecho de presentar cualquier demanda, acción o procedimiento contra usted por el incumplimiento de estos Términos en su país de residencia o en cualquier otro país pertinente. Contacto. ¡Gracias por elegir Grace Hill y esperamos que disfrute de los Servicios! Si tiene alguna pregunta o comentario sobre el Acuerdo, póngase en contacto con nosotros por correo electrónico en notices@gracehill.com. Además, puede comunicarse a través del cliente de Grace Hill asociado con su Cuenta para obtener más ayuda o realizar consultas relacionadas con el Acuerdo.   Important notes: - Published on: 2026-04-27 17:20:23 - Category: Pages - [Terms Spanish](https://gracehill.com/terms/spanish/): Última actualización: 4 de marzo de 2026 ¡Bienvenido a Grace Hill! Por favor, lea atentamente estos Términos y Condiciones ("Términos"), ya que rigen su uso de este sitio web junto con cualquier contenido y herramientas-incluyendo Vision®, PolicyPartner, Validate y Survey-accedidos… ------------------------- # Terms > Last Updated: March 4, 2026 Welcome to Grace Hill! Please read these Terms and Conditions ("Terms") carefully as they govern your use of this website along with any content and tools-including Vision®, PolicyPartner, Validate, and Survey-accessed through our centralized dashboard… Full Content: Last Updated: March 4, 2026 Welcome to Grace Hill! Please read these Terms and Conditions ("Terms") carefully as they govern your use of this website along with any content and tools-including Vision®, PolicyPartner, Validate, and Survey-accessed through our centralized dashboard (collectively, the "Services").   AGREEMENT By using the Services, or by clicking to accept the Terms when this option is made available to you, you agree to be bound by these Terms and our Privacy Policy, found at https://gracehill.com/privacy, incorporated herein by reference (collectively, the "Agreement"). We may update the Agreement from time to time, and your continued use of the Services after notice of modifications constitutes acceptance. The Agreement, including these Terms, are entered into between you and Grace Hill, LLC ("Grace Hill," "we," or "us").  ELIGIBILITY By using the Services, you represent and warrant that you: (i) are at least sixteen (16) years old, (ii) are not currently restricted by Grace Hill or any law enforcement agency from accessing or using the Services or not otherwise restricted from having an Account, (iii) are not a competitor of Grace Hill or accessing the Services for the purpose of competing with us, (iv) have the full power and authority to enter into the Agreement, without violating any other agreement to which you are a party, and (e) will not violate any rights of Grace Hill or a third party, including intellectual property rights. YOU MUST BE AT LEAST 16 YEARS OLD TO ACCESS THE SERVICES. ACCESS AND ACCOUNT SECURITY To access the Services or some of the additional resources it offers, you may be asked to provide Grace Hill with certain information to create an "Account."  You agree to provide accurate, current, and complete information for registration of your Account.  All information you provide to register an Account or otherwise, including through the use of our Services, is governed by our Privacy Policy.  Visitors. Those with temporary accounts provided by Grace Hill to preview the platform are "Visitors." All Visitors are bound by the terms of the Master Services Agreement ("MSA"), found at https://gracehill.com/master-service-agreement, during their access period. Additional Visitor terms may apply. To gain access to additional Services (for example, to register for and/or take a training course, upload or modify content, etc.), you must register with Grace Hill to create an Account.  Subscribers. "Subscribers" are users who have registered an Account with Grace Hill. All Subscribers are bound by the terms of the MSA, or other applicable agreement with the Grace Hill client associated with your Account. When registering as a Subscriber, you agree to provide accurate, current and complete information for registration and to update such information to keep it accurate. You are responsible for safeguarding your Access Credentials, as that term is defined in the Privacy Policy. You agree that you will not disclose your Access Credentials to any third party, unauthorized user, or unauthorized Subscriber, and that you will take sole responsibility for any activities under your Account, whether or not you have authorized such activities or actions. You will immediately notify Grace Hill of any unauthorized use of your Account or if you suspect that the security of your Account has been compromised. We reserve the right to suspend or terminate your Account and/or access to the Services at any time in our sole discretion for any reason, including if, in our opinion, you have violated any provision of these Terms.  SUBSCRIBER CONTENT, LICENSE AND WARRANTIES  Subscriber Content. As a Subscriber, you may post, submit, provide, transmit, publish, display, or share content with Grace Hill. Such content may be in the form of any media (e.g., text, documents, images, audio content, video content, etc.) and may include communications with Grace Hill or other Subscribers, course content, responses to quiz questions, responses to surveys, comments regarding courses, course reviews, blog postings, etc. ("Subscriber Content").  License Grant to Use Subscriber Content. By providing Subscriber Content, you grant to Grace Hill a non-exclusive, worldwide, fully paid-up and royalty-free license to use, copy, display, prepare derivative works from, modify, distribute, publish, disclose, and/or process Subscriber Content that you contribute for purposes including: (i) to provide the Services to you; (ii) to fulfill our obligations to the Grace Hill client associated with your Account, if any (e.g., providing the classes you have taken, your scores, etc.), and (iii) to produce de-identified content or aggregated data that can be shared with third parties. In accordance with our Privacy Policy, we do not provide Subscriber Content that identifies you to third parties without your prior written consent. Upon termination, Subscriber access to the platform will be revoked, but your Subscriber Content may be deleted or returned upon your request.  Subscriber Content Warranty. By providing Subscriber Content to Grace Hill, you represent and warrant that (i) you are the owner or are otherwise authorized to contribute the Subscriber Content and have the right to grant the license granted above to us, (ii) the Subscriber Content is not confidential, and (iii) the Subscriber Content complies with these Terms.  INTELLECTUAL PROPERTY  Grace Hill Content. The Services and its entire contents, features, and functionality (including, for example, all information, software, displays, design, and arrangement thereof) are owned Grace Hill, and/or its licensors (collectively, the "Grace Hill Content"), and are protected by United States and international copyright, trademark, patent, trade secret, and other intellectual property or proprietary rights laws.   License Grant. For the purposes set forth in the Agreement, Grace Hill grants you a limited license to the Grace Hill Content as required for your authorized use of and access to the Services. You must retain intact all copyright, trademark, proprietary and other notices when accessing, using, or displaying the Grace Hill Content. Any unauthorized use, copying, printing, duplication, distribution, transmission, creation of derivative works, reproduction, publishing, licensing, sublicensing, transferring, selling, renting, or translating, in whole or in part, any of the Grace Hill Content or the Services is strictly prohibited. Any attempt to sublicense, transfer, sell, rent or assign this license, the Grace Hill Content or the Services shall be null and void.  You must not access or use the Services or the Grace Hill Content for any purpose beyond the scope of this license.  GRACE HILL CONTENT AND SERVICES DISCLAIMER Grace Hill makes no representation or warranty as to the accuracy, accessibility, or completeness of the Grace Hill Content or Services, including any hosted applications, programs, or other things provided or made available through Grace Hill. Grace Hill is not responsible for and does not monitor any information contained in a message, communication, or transmission by or between you and any other Visitor, Subscriber, or third party.  TRADEMARKS The Grace Hill Content, including but not limited to the letters and service marks, the Vision logo and/or name, other Grace Hill names, logos, product and service names, designs, and slogans (collectively, "trademarks") are protected under United States trademark and/or other laws, and are the property of Grace Hill, and/or it's licensors and affiliates. You shall not use the trademarks without our prior written permission.  RESTRICTIONS   Specific Prohibited Uses. You may use the Services for lawful purposes and in accordance with these Terms. You agree not to: Use the Services in any manner that could disable, overburden, damage, or impair the Services or interfere with any other party's use of the Services. Attempt to gain unauthorized access to, decipher, decompile, disassemble or reverse engineer any of the software comprising or in any way making up a part of Services. Use any manual process or any robot, spider, or other automatic device, process, or means to access the Services for any purpose, including to copy, monitor, or scrape any Grace Hill Content or other information relating to the Services without our prior express written permission. Collect information about other users for the purpose of sending or encouraging the sending of unsolicited bulk communications or any other communications not explicitly authorized by us. Falsify, conceal, or modify information identifying yourself or another person, including Internet Protocol header information. Use the Services for the purpose of exploiting, harming, or attempting to exploit or harm others in any way by exposing them to inappropriate content, asking for personal information, or otherwise. Use the Services any way that violates any applicable federal, state, local, or international law or regulation, including data and exportation laws, as applicable. Access or attempt to access any features or content not permitted by the Agreement. Upload content, including Subscriber Content that is harmful to others or the Services, violates the proprietary rights of a third party, or otherwise breaches these Terms. Otherwise attempt to interfere with proper working of the Services.  RELEASE OF LIABILITY  Release from Dealings between Subscribers. Grace Hill cannot confirm the identity of each Subscriber. You assume the risk of transmitting information over the internet. It is your responsibility to verify the identity of those you interact with via the Services. Grace Hill is not involved in disputes between users. If a dispute arises, you release Grace Hill from all claims related to such disputes.  LIMITATION OF LIABILITY AND DISCLAIMER OF WARRANTIES IN NO EVENT SHALL GRACE HILL, ITS AGENTS, OR AFFILIATED PERSONS OR ENTITIES BE LIABLE FOR ANY DIRECT (IN EXCESS OF THE LIMITATION OF LIABILITY HEREINAFTER PROVIDED), INDIRECT OR INCIDENTAL DAMAGES, LOST PROFITS OR DATA, OR SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF YOUR USE OF THE SERVICES (INCLUDING YOUR INABILITY TO USE SERVICES) WHETHER BASED ON BREACH OF WARRANTY, CONTRACT, TORT, STRICT LIABILITY, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT GRACE HILL IS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL OR CERTAIN OTHER DAMAGES, SO THIS LIMITATION MAY NOT APPLY TO YOU, IN WHOLE OR IN PART. IN NO EVENT SHALL GRACE HILL'S TOTAL LIABILITY TO YOU FOR ALL DAMAGES, LOSSES, OR CAUSES OF ACTION EXCEED THE AMOUNT, IF ANY, THAT YOU PAID TO GRACE HILL OVER THE TWELVE MONTHS IMMEDIATELY PRECEDING THE DATE OF THE CLAIM OF LIABILITY, OR FIFTY DOLLARS, WHICHEVER IS GREATER.  LINKS TO OTHER WEBSITES Grace Hill may from time to time provide links to third party websites via which third party services or third party content can be accessed or downloaded (e.g., third party websites, payment processors, etc.).  Because we have no control over such third party websites, services or content, you acknowledge and agree that Grace Hill is not responsible for the availability, content, services, acts or omissions of such external websites or resources or their owners, and does not endorse and is not responsible or liable for any content, advertising, products, services, or other materials on or available from such websites or resources. You further acknowledge and agree that Grace Hill is not responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with your use of or reliance on any such third party content, advertising, products, services or other materials available on or through any such website.  INDEMNITY You agree, to the fullest extent permitted by applicable law, to forever hold harmless, defend and indemnify Grace Hill and its agents, employees, representatives, directors, officers, successors, and assigns other affiliates ("Indemnified Parties") from and against any and all loss, cost, claims, liabilities, damages, disputes and expenses, including reasonable attorney's fees and court costs, arising out of: (i)   Your violation of any of the terms of the Agreement, or any information, software, files, messages or other Subscriber Content posted and/or transmitted to Grace Hill by you; (ii) Your uploading to, or otherwise using, the Services in any way whatsoever to make public any Subscriber Content or other information that is defamatory, slanderous, libelous, false, dishonest, unfounded, untruthful, inaccurate with respect to another Visitor, Subscriber, or any third party; (iii) Your violation of any third party right, including without limitation any copyright, intellectual property, or privacy right; or (iv) Any claim that any Subscriber Content violates any of your rights, is untrue, is defamatory, is disparaging, is inaccurate, misrepresents you, misrepresents a product or service that you provide, or causes any loss, damage, lost opportunity, expense, harm, or injury to you, your agents, successors, or assigns. The Indemnified Parties reserve the right, at our own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you. In that event, you shall have no further obligation to provide defense to the Indemnified Parties in that matter.  Alternatively, the Indemnified Parties may hire separate counsel to participate in the defense of any matter subject to indemnification by you, at their own expense. This section shall survive the termination or cancellation of these Terms or any termination or suspension of your use of or access to all or any aspect of the Services.  PROHIBITED TRANSFER IN VIOLATION OF ANY LAW - AND TRANSFER TO THE UNITED STATES If you are located outside of the United States, you are notified and aware that the Subscriber Content or other information you provide to us is anticipated to be transferred to the United States. Whenever you submit any Subscriber Content or other information to us, you consent to this transfer and all related transfers, and you promise and agree not to make any transfer (including without limitation, transfers to us) except as permitted by applicable law. We make no representation that the Subscriber Content or Grace Hill Content is appropriate or available for use in locations outside the United States. Access to or use of the Services from jurisdictions where the Services are illegal is prohibited. If you are an international Visitor or Subscriber, you (a) are responsible for compliance with all local laws, (b) represent and warrant that you are authorized to release to us the information contemplated in these Terms, and (c) you forever release Grace Hill and the Indemnified Parties from claims, demands and damages (actual and consequential, direct and indirect) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with any violation of your use of the Services, and whether or not you may have made us aware of any such matters.  GENERAL PROVISIONS  Severability / Waiver. If any provision of the Agreement shall be determined by a court of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be automatically reformed and construed so as to be valid, legal, operative, and enforceable to the maximum extent permitted by applicable law while preserving its original intent. The invalidity of any part of the Agreement shall not render invalid the remainder of the Agreement. Additionally, no waiver of any provision of the Agreement or any rights or obligations of either you or us hereunder shall be effective, except pursuant to a written instrument signed by you and us waiving compliance, and any such waiver shall be effective only in the specific instance and for the specific purpose stated in such writing. Even if we act in a way that you believe to be inconsistent with the Agreement, those actions will not be deemed a waiver or constructive amendment of the Agreement. Similarly, our failure to object to your breach of your obligations under the Agreement does not constitute a waiver of any of our rights.  Compliance with Laws. Each user of the Services shall promptly comply, at his or her own cost and expense, in every material respect with all laws, ordinance, rules, regulations, and requirements of all federal, state, and local governmental authorities that are applicable to the Services.  No Third Party Beneficiaries. The Agreement shall inure to the benefit of and shall be binding upon you and us and our respective permitted successors and assigns. Except as expressly provided herein, there are no third party beneficiaries to the Agreement.  Relationship of the Parties. You and Grace Hill are acting as independent contractors with respect to the activities hereunder. Nothing in the Agreement shall be deemed to create any type of agency, joint venture, or partnership relationship between you or us. Neither you nor Grace Hill shall have any right or authority to bind or obligate the other in any manner to any third party. Assignment. Grace Hill reserves the right to assign the Agreement to a successor entity in the event of its dissolution, acquisition, sale of substantially all of its assets, merger or other change in legal status.  Section Headings. All Section, subsection, and paragraph headings are provided herein as a convenience only and do not affect the meaning, interpretation, or enforceability of the Agreement.  Governing Law. All matters relating to the Website and these Terms, and any dispute or claim arising therefrom or relating thereto, whether contractual or not in nature, will be governed by the laws of the State of Texas without regard to conflict of laws principles.  Any legal suit, action, or proceeding arising out of, or related to, will be brought exclusively in the appropriate court within Dallas County, Texas.  If you are located outside of the United States of America, you voluntarily subject yourself to the jurisdiction of the State or federal courts of, Texas, although we retain the right to bring any suit, action, or proceeding against you for breach of these Terms in your country of residence or any other relevant country.  Contacting Us. Thank you for choosing Grace Hill, and we hope that you enjoy the Services!  If you have any questions or comments about the Agreement, please contact us via email at notices@gracehill.com. Additionally, you may reach out through the Grace Hill client associated with your Account for further assistance or inquiries regarding the Agreement.  Important notes: - Published on: 2020-07-16 18:49:21 - Category: Pages - [Terms](https://gracehill.com/terms/): Last Updated: March 4, 2026 Welcome to Grace Hill! Please read these Terms and Conditions ("Terms") carefully as they govern your use of this website along with any content and tools-including Vision®, PolicyPartner, Validate, and Survey-accessed through our centralized dashboard… ------------------------- # MASTER SERVICE AGREEMENT > MASTER SERVICE AGREEMENT This MASTER SERVICE AGREEMENT is made effective as of the Effective Date specified in an applicable Order Form ("Order Form") and is entered into by and between GRACE HILL, LLC, a Georgia limited liability company having a… Full Content: MASTER SERVICE AGREEMENT This MASTER SERVICE AGREEMENT is made effective as of the Effective Date specified in an applicable Order Form ("Order Form") and is entered into by and between GRACE HILL, LLC, a Georgia limited liability company having a principal place of business in Irving, Texas and/or its wholly owned subsidiaries, Kingsley Associates, Inc., E2L, Inc. dba Edge2Learn and ELLIS Management Services, Inc., if indicated in the Order Form (Kingsley Associates, Inc., E2L, Inc., ELLIS Management Services, Inc., and Grace Hill, LLC are each referred to herein as "Grace Hill"), and the customer identified in the Order Form ("Customer").  This Master Service Agreement together with the Order Form and the applicable service agreements (each a "Service Agreement") indicated in the Order Form, if any, are referred to collectively as the "Agreement."  Grace Hill and Customer are each a "Party" and together the "Parties."  This Agreement applies to all of the products and services (collectively, the "Services") identified in the Order Form. I. AGREEMENT Grace Hill agrees to provide the Services pursuant to this Agreement, and Customer agrees to perform all tasks and provide all information, data, consents, assistance and support necessary for Grace Hill to provide the Services.  Customer's failure to provide such support may result in increased fees, delays or the termination of this Agreement.  When describing Customer's use of the Services, the term "Customer" should be construed to authorize Customer and all authorized End Users to use the Services pursuant to this Agreement. In the event of a conflict between any portions of the Agreement, the order of priority shall be: (i) the Order Form, but only with respect to those Services designated as purchased in the Order Form; (ii) the Service Agreement; and (iii) this Master Service Agreement. Additional Services may be ordered using another Order Form or an addendum to the Order Form that is executed by the Parties, and such additional Services will be governed by this Agreement.  Capitalized terms not defined herein have the meanings ascribed to them in the Service Agreement or the Order Form. Any problems or errors that Customer experiences should be reported to the Grace Hill Help Desk at: support@gracehill.com or by calling 866-472-2344. II. THIRD PARTIES; INTELLECTUAL PROPERTY; CUSTOMER CONTENT 2.1         Service Provision; Customer Systems and Equipment.  Grace Hill shall itself or through a duly authorized third party use commercially reasonable efforts to provide the Services during the Term according to the terms of this Agreement. Grace Hill may use third parties, for example, to host content associated with the Services in a secure manner using commercially reasonable protection measures at a level commensurate with the software and hosting industries.  Customer shall be responsible for the selection, use and expense related to the Services for any and all telecommunications, internet access, telecommunication, and internet service providers, and any other services and equipment used to access the Services including without limitation computers, servers, operating systems, web browsers, etc. (collectively, "Systems and Equipment"). Grace Hill shall have no liability with respect to Customer's inability to access the Services due to Customer's Systems and Equipment 2.2         Use of the Services. Unless explicitly stated otherwise in this Agreement, the Services are to be used solely for Customer's internal business purposes and in accordance with this Agreement.  Customer may not: (a) sell, resell, license, sublicense, or lease the Services to any third party; (b) give third parties access to the Services except as Grace Hill may approve in advance; (c) use the Services to provide services to or for any third party; (d) use the Services to develop solutions that compete with the Services; or (e) use or attempt to use the Services for any purposes that are contrary to applicable laws and regulations. Customer will ensure that only authorized employees and others authorized by Grace Hill are able to access the Services. 2.3         Intellectual Property.  Unless otherwise specified by Grace Hill, the Services are licensed to Customer and not sold.  All right, title and interest in and to all Intellectual Property associated with the Services shall remain with Grace Hill and its licensors (if any). "Intellectual Property" means all trademarks, tradenames, logos, copyrights, patents, patent applications, trade secrets, data and any other proprietary rights.  Except as specifically authorized by this Agreement, Grace Hill shall not acquire any right, title or interest in Customer's Confidential Information or in the Customer Content. 2.4         Customer Content.  "Customer Content" means any information, data (including Personal Data), content, media (video, images, text, scripts, etc.) that is uploaded, posted or is otherwise provided to the Services by or on behalf of Customer (i.e. by End Users), together with all metadata related thereto. Customer understands that the Services may not have been designed to function with the Customer Content, depending on the nature of same.  As a result, Customer accepts that all risk of the Customer Content not properly functioning in connection with the Services lies solely with Customer.  Grace Hill has no obligation to modify the Services to ensure that the Customer Content functions properly. 2.5         Customer Content Data Limits.  Grace Hill reserves the right to charge Customer additional fees in the event that the Customer Content exceeds normal limits associated with Customer Content (i.e. in the event that Customer uploads large amounts of custom courseware, etc.), taking into account Customer's size and number of End Users.  Prior to charging any additional fees, Grace Hill will notify Customer of the additional charges and provide Customer with thirty (30) days to remove some of the Customer Content before incurring the additional fees. III.         DISCLAIMER OF WARRANTY THE SERVICES ARE PROVIDED "AS-IS," AND GRACE HILL DISCLAIMS ANY AND ALL WARRANTIES (OTHER THAN THOSE EXPRESSLY PROVIDED IN THIS AGREEMENT) WITH RESPECT TO THE SERVICES AND GRACE HILL IP, INCLUDING WITHOUT LIMITATION ANY AND ALL:  (I) WARRANTIES CONCERNING UNINTERRUPTED OR ERROR-FREE ACCESS OR USE OF THE SERVICES, OR THE ACCURACY OF OR RESULTS OBTAINED THROUGH USE OF THE SERVICES; (II) WARRANTIES OF TITLE; (III) WARRANTIES OF NON-INFRINGEMENT (WITHOUT AFFECTING INDEMNIFICATION UNDER ARTICLE VI); AND (IV) WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IV. CONFIDENTIALITY; DATA RIGHTS AND LIMITATIONS 4.1         Definition.  "Confidential Information" means a disclosing Party's non-public written information, in any form, and all copies, summaries and extracts, which are identified as confidential at the time of disclosure.  Confidential Information does not include information that:  (i) is or becomes generally publicly available at the time of disclosure or subsequently through no fault of recipient Party; (ii) was known to recipient Party, free of any confidentiality obligations, before its disclosure by disclosing Party; (iii) becomes known to recipient Party, free of any confidentiality obligations, from a source other than disclosing Party; or (iv) is independently developed by recipient Party without use of the Confidential Information. 4.2         Confidentiality Obligations.  A recipient Party that receives Confidential Information from a disclosing party will: (i) use Confidential Information only as necessary to perform its obligations under this Agreement, (ii) handle Confidential Information with the same level of care that it holds its own Confidential Information (but in any event with no less than a reasonable level of care), (iii) disclose Confidential Information to only those third parties who provide services to the Recipient and have previously agreed in writing to protect the Confidential Information to the same extent as required in this Agreement, and (iv) either promptly deliver or promptly destroy (and certify the destruction to the disclosing Party) all of the disclosing Party's Confidential Information and copies in the recipient Party's possession at the disclosing Party's request or at the expiration or termination of this Agreement.  Except as may be required by court order or law, a recipient Party's obligations regarding Confidential Information will remain in full force and effect after the Term.  The recipient Party acquires no licenses or other rights to the disclosing Party's Confidential Information under this Agreement except as specifically authorized by this Agreement. 4.3         Court Order.  If a Party receives a court order or is otherwise required by law to disclose any Confidential Information obtained from a disclosing Party, the receiving Party must to the extent allowable by applicable law, notify the disclosing Party immediately on receipt of the court order or other document requiring disclosure so that the disclosing Party may object and move for a protective order. 4.4         Remedies.  Each Party agrees to immediately notify the other Party of any unauthorized use of any Confidential Information or any other breach of security known to such Party, which such notification obligations shall survive the expiration or earlier termination of this Agreement.  Each Party agrees that in the event of any breach or threatened breach of the confidentiality obligations hereunder, a non-disclosing Party may obtain, in addition to any other legal remedies which may be available, such equitable relief (including injunctive relief) as may be necessary to protect the non-disclosing Party against any such breach or threatened breach.  Each Party shall indemnify, defend and hold the non-disclosing Party harmless for any claims, actions, losses, damages or expenses (including attorneys' fees or costs of suit) (together, "Claims") related to a Party's breach of this Article IV. 4.5         Data Rights and Obligations.  In order for Grace Hill to provide the Services to Customer, Customer may need to provide certain Personal Data to Grace Hill.  Customer agrees that Grace Hill may use this Personal Data to provide the Services, and Customer will obtain all necessary consents to the use of any such Personal Data provided to Grace Hill by or on behalf of Customer. Customer shall not provide Grace Hill with any Personal Data not needed in connection with the Services.  Customer hereby grants Grace Hill a non-exclusive, irrevocable license to use the Customer Content to provide the Services and for data analytics and data aggregation purposes (i.e. generating benchmarks, etc.), provided that the products of such data analytics and data aggregation will be de-identified or otherwise aggregated in a way that removes Personal Data before the results are provided to third parties. Grace Hill's use of Personal Data is further governed by its privacy policy, which is available on Grace Hill's website.  "Personal Data" is information relating to an identified or identifiable natural person, including information that can be used to identify them (e.g. names, passwords, etc.).   An identifiable natural person is a natural person who can be identified, directly or indirectly, by reference to an identifier such as a name, email address, mailing address, identification number, location data, an online identifier or to one or more factors specific to the physical, psychological, genetic, mental, economic, cultural or social identity of the natural person. 4.6         Customer Content Restrictions.  Customer represents and warrants that: (i) it is the original author, owner, or is otherwise authorized to contribute the Customer Content in connection with the Services; (ii) the Customer Content does not violate any rights of any third party, to include any intellectual property rights of such third party; and (iii) that the Customer Content does not contain and Customer will not otherwise upload any malicious software (viruses, spyware, bugs, Trojan horses, worms, etc.) to the Services. V. LIMITATION OF LIABILITY EXCEPT FOR CLAIMS ARISING FROM THE WILLFUL MISCONDUCT OF GRACE HILL, IN NO EVENT SHALL GRACE HILL BE LIABLE UNDER ANY THEORY OF LIABILITY FOR ANY INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, REVENUE, DATA, OR USE, FUNCTIONALITY OF THE CUSTOMER CONTENT, OR FOR INTERRUPTED SERVICES, OR FROM ANY DEFECT, ERROR, DATA BREACH OR MALFUNCTION OF THE SERVICES, EVEN IF GRACE HILL HAS BEEN ADVISED OR SHOULD KNOW OF THE POSSIBILITY OF SUCH DAMAGES. EXCEPT (I) FOR PAYMENTS OWED TO GRACE HILL, (II) FOR CLAIMS ARISING FROM THE WILLFUL MISCONDUCT OF A PARTY, OR (III) WITH RESPECT TO THE PARTIES' DUTY TO INDEMNIFY UNDER ARTICLE VI OF THIS AGREEMENT AND WITHOUT LIMITING ANY OTHER RIGHTS, REMEDIES, LIMITATIONS, OR RESTRICTIONS IN THIS AGREEMENT OR UNDER LAW, A PARTY WILL NOT BE LIABLE TO THE OTHER PARTY OR ITS AFFILIATES WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT UNDER ANY THEORY OF LIABILITY FOR ANY AMOUNT, REGARDLESS OF THE NUMBER OF CLAIMS ALLEGED, IN EXCESS OF ALL PAYMENTS MADE TO GRACE HILL UNDER THIS AGREEMENT DURING THE IMMEDIATELY PRECEDING TWELVE (12) MONTHS FROM THE DATE OF SUCH CLAIMS. VI. INDEMNIFICATION 6.1         Infringement Indemnification.  Grace Hill will indemnify, defend, and hold harmless Customer (including all End Users, authorized affiliates and their agents) in connection with any third-party claim against Customer and pay all damages, costs, expenses (including reasonable attorneys' fees), settlements, or judgments arising out of a claim that the Services or use thereof infringes the intellectual property rights of a third party; provided, however, that if the Services are held to be infringing, are accused of infringing, or where Grace Hill believes they may be infringing, Grace Hill may at its expense and option:  (i) obtain for Customer the right to continue using such Services; (ii) modify or replace such Services with non-infringing software and/or services; or (iii) if Grace Hill determines that such remedies are not commercially reasonable, Customer shall immediately cease accessing the Services, the license for such Services shall immediately terminate, and Grace Hill will return a portion of the License Fee paid for the infringing Services, as prorated over the length of the Term.  Grace Hill will not be liable to Customer if an infringement claim is based upon use of the Services in violation of any of the terms of the Agreement by Customer.  The remedies stated in this Section 6.1 are Customer's sole and exclusive remedies with respect to any claims for intellectual property infringement related to the Services.  Customer shall defend, indemnify, and hold harmless Grace Hill, its affiliates and service providers (of hosting services) and their respective officers, directors, employees, agents, and representatives for all damages, costs, liabilities, and expenses (including reasonable attorneys' fees) settlements or judgments arising out of a breach of Section 2.2 or Section 4.6. 6.2         Indemnification Procedures.  To receive the indemnities contained in this Article VI, the Party seeking indemnification shall promptly notify the indemnifying Party in writing of a claim or suit and provide reasonable cooperation (at the indemnifying Party's expense) and full authority to defend or settle the claim or suit.  The indemnifying Party shall have no obligation to indemnify the Party seeking indemnification under any settlement made without the indemnifying Party's written consent. VII. FEES AND PAYMENT; TERM; END USERS 7.1         Fees, Invoices, and Payment. Unless contrary payment terms are indicated in the Order Form, Customer shall pay to Grace Hill the implementation fees (if any) upon execution of the Order Form and the subscription fee (if any) on a monthly, quarterly or yearly basis as specified in the Order Form as well as any other fees or costs that are set forth in the Order Form. Grace Hill may base Customer's fees for the Services on Unit Count, Property Count, End Users, Square Footage or any other basis indicated in the Order Form. Fees for the Services begin to accrue as of the Effective Date. Fees and costs associated with travel and hourly charges (if any) may be invoiced separately from other fees, generally the month after such charges are incurred. A retainer may be requested for such travel and hourly charges. The fees are exclusive of all applicable taxes, levies, duties or similar governmental assessments of any nature, including, for example, value-added, sales, use or withholding taxes, duties or tariffs assessable by any jurisdiction whether imposed on Grace Hill or customer (collectively, "Taxes"), which Customer is responsible for paying. Customer understands that applicable tax rates may depend upon, for instance, the location of Customer's properties and/or employees. If Grace Hill has the legal obligation to pay or collect Taxes for which Customer is responsible under this section, Grace Hill will invoice Customer and Customer will pay that amount unless Customer provides Grace Hill with a valid tax exemption certificate authorized by the appropriate taxing authority. Notwithstanding the foregoing, Grace Hill is solely responsible for taxes assessable against it based on its net income, property and employees. Grace Hill will issue an electronic invoice to Customer for Services as well as any other applicable fees and/or costs during the Term. Additional charges apply to the delivery of paper (i.e. non-electronic) invoices. Customer shall pay each invoice in full within thirty (30) days of receipt thereof (the "Due Date").  Implementation fees (if any) may increase if, as a result of delays by Customer, the Services are not implemented within the implementation period indicated in the Order Form (if any). If Customer's implementation process is not completed within the agreed implementation period due to Customer delays, any waived implementation fees will be reinstated and additional implementation fees may apply. A minimum of  2% administration fee will apply to multiple payments issued toward a single invoice, and additional administration fees of 2% will apply for processing credit card payments, preparing multiple invoices (i.e. property-level invoices, etc.), and/or any additional administration work surrounding invoicing.  Notwithstanding the foregoing, Customer may withhold payment of a charge subject to good faith dispute provided: (i) Customer submits the billing dispute within thirty (30) calendar days after receipt of the invoice, (ii) Customer pays the undisputed portion of all charges, and (iii) Customer cooperates reasonably with Grace Hill's efforts to investigate and resolve the dispute.  Grace Hill shall issue a credit or reverse any amount incorrectly billed. 7.2         Late and Unpaid Fees.  In the event that Customer fails to pay the total amount of any fees and/or costs due and owing by the Due Date, Grace Hill shall provide Customer written notice thereof, and, if Customer fails to pay any undisputed fees and/or costs within five (5) business days after receipt of such written notice, Customer shall be in breach of this Agreement and Grace Hill, in its sole discretion, shall have the right to suspend Customer's account(s) or access to the Services.  Customer's failure to pay all fees due by the Due Date may be assessed a late fee in the amount equal to the lesser of (i) 2% of the unpaid amount per month, or (ii) the maximum rate permitted by applicable law. 7.3         Term.  The Term of this Agreement (the "Term") shall commence on the Effective Date in the Order Form and, unless the Order Form indicates earlier termination, shall terminate on the Renewal Date if a Party provides notice of termination to the other Party no less than sixty (60) days prior to the Renewal Date.  However, if the written notice of termination is not timely provided, this Agreement will automatically renew on the Renewal Date, and every anniversary thereof, for a further term of one year (each a "Renewal").  The Term of this Agreement includes the initial Term, and all Renewals.  Grace Hill may increase all applicable fees due under this Agreement at the beginning of every Renewal term. If Grace Hill continues to provide Services after this Agreement is terminated, then the terms of this Agreement apply to those Services except that the Services will be provided on a month-to-month basis subject to an increased monthly fee of the greater of: (i) Grace Hill's then-current and non-discounted rates for the services; or (ii) an additional ten percent (10%).  When Services are provided on a month-to-month basis, Customer may not receive certain new or modified content or Services which become generally available during the month-to-month period.  The Parties may execute new Order Forms during the Term to modify this Agreement or for additional Services.  Upon termination of this Agreement, Customer shall cease and ensure that all End Users cease accessing or using the Services except for any perpetual licenses or agreements by Grace Hill to continue on a month-to-month basis. 7.4         Units and Unit Count; Monthly Minimum.  If the Order Form provides that fees for Services are based on Customer's Unit Count, then Customer is required to provide Customer's then-current Unit Count (the "Initial Unit Count") at the time of the initial Order Form, or an acknowledged Unit Count by the Customer and agreed by at the time of Renewal of the Agreement. "Unit Count" means the actual number of separate residential dwelling units (each a "Unit") associated with Customer (i.e. owned by Customer, managed by Customer, etc.).  The Initial Unit Count is used for the initial invoice for Services and fees.  Customer agrees to keep Customer's Unit Count current.  Customer's Unit Count may increase or decrease throughout the Term, and Customer shall on a monthly basis notify Grace Hill of changes in Customer's Unit Count by the 25th of each month or, if the change in Unit Count occurs after the 25th of the month, by the 25th of the next month. Grace Hill will provide Customer with instructions on how to adjust Customer's Unit Count. Customer's Unit Count may be subject to periodic audit by Grace Hill.  Customer may increase the Unit Count during the Term, but, for purposes of determining the fees for Services, Customer's Unit Count cannot be decreased during the Term below the greater of: (i) ninety percent (90%) of Customer's Initial Unit Count, or (ii) one thousand (1,000) Units (the "Minimum Unit Count").  In the event that Customer's Unit Count falls below the Minimum Unit Count, Grace Hill agrees to negotiate with Customer the terms of an updated Order Form that is based on Customer's then-current Unit Count, subject to increases in fees per Unit. 7.5         Property Count.  If the Order Form provides that fees for Services are based on Customer's Property Count, then Customer is required to provide Customer's then-current Property Count (the "Initial Property Count") in the area indicated on the Order Form. "Property Count" means the actual number of separate residential properties, or commercial properties (depending on the Services) (each a "Property"), associated with Customer (i.e. owned by Customer, managed by Customer, etc.). The Initial Property Count is used for the initial invoice for the Services and fees. Customer agrees to keep Customer's Property Count current. Customer's Property Count may increase or decrease throughout the Term, and Customer shall on a monthly basis notify Grace Hill of changes in Customer's applicable Property Count by the 25th of each month or, if the change in Property Count occurs after the 25th of the month, by the 25th of the next month. Grace Hill will provide Customer with instructions on how to adjust Customer's Property Count. Customer's Property Count may be subject to periodic audit by Grace Hill. Customer may increase the Property Count during the Term, but, for purposes of determining the fees for Services, Customer's Property Count can be decreased only if Customer can prove to Grace Hill's satisfaction that Customer no longer owns and/or manages a given Property and never below ninety percent (90%) of Customer's Initial Property Count (the "Minimum Property Count"). In the event that Customer's Property Count falls below the Minimum Property Count, Grace Hill agrees to negotiate with Customer the terms of an updated Order Form that is based on Customer's then-current Property Count, subject to increases in fees per Property. 7.6         End Users.  "End User" means those employees, agents, or representatives of Customer and its authorized affiliates who are authorized to access and use the Services on behalf of Customer and for whom Customer shall be responsible for any breach of this Agreement. Customer agrees that, with respect to the use of the Services, End Users will comply with Customer's obligations under this Agreement.  If the Order Form provides that fees for Services are based in whole or in part on the number of End Users, then Customer may be asked to provide an estimate of the number of End Users for the Services in the Order Form.  Grace Hill may determine the actual number of End Users (by auditing the Services or otherwise) and may determine the appropriate number of End Users to calculate fees under this Agreement. 7.7         Square Footage.  If the Order Form provides that fees for Services are based on Customer's Square Footage, then Customer is required to provide Customer's then-current Square Footage (the "Initial Square Footage") in the area indicated on the Order Form.  "Square Footage" means the total square footage of the Properties subject to the associated Services indicated in the Order Form.  The Initial Square Footage is used for the initial invoice for the Services and fees.  Customer agrees to keep Customer's Square Footage current.  Customer's Square Footage may increase or decrease throughout the Term, and Customer shall on a monthly basis notify Grace Hill of changes in Customer's applicable Square Footage by the 25th of each month or, if the change in Square Footage occurs after the 25th of the month, by the 25th of the next month. Grace Hill will provide Customer with instructions on how to adjust Customer's Square Footage.  Customer's Square Footage may be subject to periodic audit by Grace Hill.  Customer may increase the Square Footage during the Term, but, for purposes of determining the fees for Services, Customer's Square Footage can be decreased only if Customer can prove to Grace Hill's satisfaction that Customer no longer owns and/or manages applicable Square Footage and never below ninety percent (90%) of Customer's Initial Square Footage (the "Minimum Square Footage"). In the event that Customer's Square Footage falls below the Minimum Square Footage, Grace Hill agrees to negotiate with Customer the terms of an updated Order Form that is based on Customer's then-current Square Footage, subject to increases in fees per square foot. VIII. TERMINATION; ADDITIONAL SERVICES; MONITORING RIGHTS 8.1         Termination. This Agreement may be terminated as follows: (i) by either Party immediately if the other Party has materially breached this Agreement (including failure to meet payment obligations under this Agreement) and has failed to cure such breach within sixty (60) days after receipt of written notice from the non-breaching Party; or (ii) by either Party immediately, at any time during the Term, if the other Party: (a) fails to do business in the normal course; (b) becomes the subject of a petition in bankruptcy; (c) becomes the subject of any proceeding relating to insolvency, receivership, liquidation, or assignment for the benefit of creditors; or (d) violates any applicable law or regulation in connection with its performance hereunder. Within ten (10) business days of termination or expiration of this Agreement, Grace Hill shall make available to Customer a copy of Customer's database (if any) in a standard structured query language server format via secured file transfer protocol at no additional charge. Customer may also request (at Customer's expense) copies of documentation reflecting the use, or content, of the Services all subject to any license restrictions in the Agreement and provided that Customer has paid to Grace Hill all fees due under the Agreement.  Grace Hill reserves the right to invoice Customer for reasonable administrative costs associated with such documentation requests, which shall be due upon receipt and shall accrue interest at the same rate and in the same manner as all other fees provided in the Agreement. 8.2         Additional Services.  Any time during the Term, Customer may add Services by executing another Order Form designated as an "Additional Services Order Form." Any Additional Services Order Form will not alter the Renewal Date of the then-current Term or serve as a notice of termination of the then-current Term, and the Services ordered therein will be provided pursuant to this Agreement.  The Parties may agree to modify the terms of this Agreement upon Renewal only if the Parties execute an Order Form designated as a "Renewal Order Form" more than sixty (60) days before the Renewal Date. 8.3         Right to Monitor and Audit.  Grace Hill shall have the right to monitor and audit Customer's access to and use of the Services to ensure compliance with this Agreement. If possible, such monitoring and audit shall be performed remotely and shall include, without limitation, the right to monitor and audit the quantity and authentication of End Users, appropriate use and protection of passwords and accounts, reported Unit Count and Property Count, and the types and quantity of Services accessed.  Grace Hill may suspend Customer's access to the Services if it reasonably suspects: (i) that the terms of any license has been violated or that Customer has materially breached this Agreement; or (ii) any prohibited use of the Services; provided, however, that prior to any such suspension, Grace Hill shall provide Customer with five (5) business days' notice and the opportunity to cure the violation during this five-day period.  Customer agrees to reasonably cooperate with Grace Hill at no additional cost to Customer in connection with any activities performed by Grace Hill relating to its audit and monitoring rights under this Agreement.  Any suspension of Customer's access to the Services shall not limit or waive Grace Hill's rights to terminate this Agreement. IX. GENERAL 9.1         Compliance with Applicable Law.  The Parties shall comply at all times with all applicable laws and regulations in connection with the Services. 9.2         Modification of this Agreement.  The terms of this Agreement may only be modified by a written agreement duly signed by both Parties. 9.3         No Third-Party Beneficiaries.  This Agreement shall inure to the benefit of and shall be binding upon the Parties' and their respective permitted successors and assigns.  There are no third-party beneficiaries to this Agreement. 9.4         Severability/Waivers.  If any provision of this Agreement shall be determined by a court of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be automatically reformed and construed to be valid, legal, operative, and enforceable to the maximum extent permitted by applicable law while preserving its original intent.  The invalidity, illegality, or unenforceability of any part of this Agreement shall not render invalid, illegal, or unenforceable the remainder of this Agreement.  Additionally, no waiver of any provision of this Agreement or any rights or obligations of either Party hereunder shall be effective, except pursuant to a written instrument signed by both Parties waiving compliance, and any such waiver shall be effective only in the specific instance and for the specific purposes stated in such writing. 9.5         Assignment.  This Agreement may not be assigned or transferred by Customer, including by operation of law, without the prior written consent of Grace Hill and such consent will not be unreasonably withheld, and any attempt to do so shall be null and void ab initio. 9.6         Counterparts; Electronic Signatures.  This Agreement may be executed in two counterparts, each of which shall be deemed to be an original, and both of which together shall constitute one contract.  Electronic signatures (including other electronic indications of consent) of this Agreement shall have the same legal validity and enforceability as manually executed signatures.  Executed versions of this Agreement may be transmitted electronically, and such versions shall be considered in all respects as originals. 9.7         Choice of Law and Forum.  This Agreement shall be governed and interpreted in accordance with the laws of the State of Texas without regard to conflict of law principles.  Any litigation arising out of or connected to this Agreement shall be brought in a court of competent jurisdiction in Dallas County, Texas . 9.8         Survival.  The provisions of this Agreement, which by their terms or nature extend beyond the termination of this Agreement (including without limitation Articles III - VI, Section 9.7 and this Section 9.8), shall survive expiration or termination of this Agreement regardless of the cause of such termination. 9.9         Marketing and Trademarks.  Customer grants Grace Hill a limited, non-exclusive right to place Customer's trademarks and logos on Grace Hill's website and on the content made available to Customer. 9.10       Notice.  All notices, certificates, or other communications hereunder shall be sufficiently given and shall be deemed given when mailed by certified mail, postage prepaid, return receipt requested, or shall be sufficiently given and deemed given when dispatched by facsimile or electronic mail transmission (with return receipt requested), or by personal delivery addressed as set forth in the Order Form. 9.11       Force Majeure.  Except for payment obligations hereunder, if either Party hereto shall be delayed or hindered in, or prevented from, the performance of any act required hereunder for any reason beyond such Party's reasonable control, including but not limited to, strike, lockouts, labor troubles, governmental or judicial actions or orders, riots, insurrections, war, acts of God, inclement weather, or other reason beyond the Party's control (a "Force Majeure Event") then such Party's performance shall be excused for the period of the disability.  The Party affected by the Force Majeure Event shall notify the other Party of such Force Majeure Event as provided for herein. 9.12       Relationship of the Parties.  Grace Hill and Customer are acting as independent contractors with respect to the activities hereunder.  Nothing in this Agreement shall be deemed to create any type of agency, joint venture, or partnership between Customer and Grace Hill.  Neither Customer nor Grace Hill shall have any right or authority to bind or obligate the other in any manner to any third party.   *** End of Agreement *** Important notes: - Published on: 2021-12-16 12:42:51 - Category: Pages - [MASTER SERVICE AGREEMENT](https://gracehill.com/master-service-agreement/): MASTER SERVICE AGREEMENT This MASTER SERVICE AGREEMENT is made effective as of the Effective Date specified in an applicable Order Form ("Order Form") and is entered into by and between GRACE HILL, LLC, a Georgia limited liability company having a… ------------------------- # Industries – Multifamily SMB > Grace Hill specializes in working with property portfolios managing less than 2,000 units to 500,000 units or more! We are proud to offer our expert advice and renowned service to growing property management companies. With Grace Hill's proven property management… Full Content: Grace Hill specializes in working with property portfolios managing less than 2,000 units to 500,000 units or more! We are proud to offer our expert advice and renowned service to growing property management companies. With Grace Hill's proven property management solutions, we remove the barriers between small businesses and peak performance. Our powerful solutions help companies of any size drive retention, growth, and overall property and portfolio performance! "I chose Grace Hill not only because of their industry-specific platform - they have an amazing support department dedicated to assisting in answering questions quickly. It has been exciting to have a partner who understands our business and works with people who have been in property management positions." Christie Upp Director of Training Apartment Management Professionals, LLC Grace Hill offers the most current and robust multifamily training content! View Our Digital Course Catalog Proven Performance Solutions Developed by Industry Experts Industry Expertise Lean on our team of experts to guide you through property management challenges, including reducing liability, fueling growth, and showing strong ROI results. We have the real-world experience you need to navigate the complex, changing needs of a growing property management business. Ease of Use Grace Hill offers easy-to-use solutions that help your team accomplish more in less time. With a smaller team, you need user-friendly tools that allow employees to focus on residents, instead of wasting time on inefficient systems or software. Since your team wears many hats, you can also lighten their load with our expert support staff. Our intuitive systems are designed to create a frustration-free user experience that helps your team (and your property) succeed. Compliance Let's face it: Compliance is tough! The constantly changing rules and threat of costly fines can drive a person mad! Grace Hill helps ease the stress of compliance. Our team of industry experts works every day to track changes that affect our clients. We update our training and policies as local and federal laws change, so you don't have to.  Resident Satisfaction No matter the size of your portfolio, resident satisfaction and retention are top priorities! Stay proactive and engaged in your guest and resident experience to put your best foot forward. Grace Hill helps your small team reach its resident satisfaction goals with timely, actionable insights and online reputation management (ORM). Employee Development To stay competitive and grow, you need to develop and retain employees without excessive administration. From onboarding to assessment, Grace Hill takes the heavy lift out of performance management. Help your employees develop their skills, deliver operational excellence, and grow their careers with your organization. Confidently expand your business, knowing you have the technology to support new and existing employees as you grow. Grace Hill Partners With Leading Property Management Companies Next Previous "Grace Hill is literally our one-stop-shop for all things learning and development. Without the help of Grace Hill's suite of performance solutions, we would be unable to respond to the ever-evolving landscape of our industry." Diane Tidwell Gumenick Properties We have a dedicated team of experts with real-world experience waiting to help you overcome your business challenges. Contact us today to get started! Resources for Growing Property Management Companies  eBook  Infographic Success Story It's a fact: Hiring is hard. And if you expect to attract top talent, settling for the status quo won't cut it. Read more about the new approaches companies are taking to solve the recruitment challenge in this ebook. Grace Hill has been making an impact with real estate technology solutions for nearly 35 years. Download this fun infographic to see how Grace Hill positively impacts property management companies across the country. Learn how Cambridge Management Services overcame their outdated, static system for creating and managing company policies using PolicyParter by Grace Hill. Download eBook Here Download Infographic Here Download Success Story Here Important notes: - Published on: 2022-12-19 15:51:44 - Category: Pages - [Industries – Multifamily SMB](https://gracehill.com/industries/multifamily/smb/): Grace Hill specializes in working with property portfolios managing less than 2,000 units to 500,000 units or more! We are proud to offer our expert advice and renowned service to growing property management companies. With Grace Hill's proven property management… ------------------------- # Industries – Multifamily Enterprise > Multifamily Expertise When it comes to multifamily property management, experience matters! Grace Hill partners with the nation's top rental housing management companies, helping to support and guide through changing state and federal regulations, economic conditions, and resident preferences. Our largest… Full Content: Multifamily Expertise When it comes to multifamily property management, experience matters! Grace Hill partners with the nation's top rental housing management companies, helping to support and guide through changing state and federal regulations, economic conditions, and resident preferences. Our largest customers are national brands managing upwards of 500k units and more than 10,000 employees. With multiple regional offices to manage and sync, you need a trusted partner with proven solutions to help keep your business compliant and performing at its peak. Grace Hill offers the most current and robust multifamily training content! View Our Digital Course Catalog Tailored Solutions That Fit Your Organization Owner/Operator As the owner/operator of an enterprise level property management company, you are need solutions that fit your organization. You must increase efficiencies, reduce costs, and offset liability while still supporting your staff and residents. Having one trusted company for your training, policy, and assessment needs will create synergy that boosts performance across your tech stack. Human Resources In today's competitive labor market, you need all the support you can get. You're tasked with attracting, training, and retaining the best employees. Grace Hill's policy, training, and assessment solutions are intuitive and easy-to-manage. Plus, you'll partner with industry-experts that provide real-world insights to help you succeed!  Marketing As a marketing leader in a large multifamily property management company, you know the value of a positive review. Leverage your audience and let them drive prospects to your properties by featuring reviews on your site! Use Grace Hill's Online Reputation Management (ORM) tool to read and respond to reviews from multiple sites, all in one place. Keep residents happy with well-timed surveys that provide actionable insights you can capitalize on! Training & Development When it comes to creating and managing training materials for your company, having a solution that integrates your policies with training is crucial! You need user-friendly solutions and multifamily-specific content developed by experts in the industry, proven to drive better policy adoption and compliance within your company! The Nation's Largest Property Management Companies Partner With Grace Hill Next Previous "With Grace Hill, we've been able to streamline our policies and procedures to allow all team members immediate access to consistent, up-to-date information." Jackie Rhone Greystar We have a dedicated team of experts with real-world experience waiting to help you overcome your business challenges. Contact us today to get started! Resources for Large Property Management Companies Success Story  Infographic  eBook Learn how Cambridge Management Services, Inc. overcame their outdated, static system for creating and managing company policies using PolicyParter by Grace Hill. Download our free infographic today for tips on avoiding "quiet quitting" and learn what employees really want. By better understanding the signs of human trafficking, we have an opportunity to save lives and protect people. This ebook helps clarify situations your onsite teams may encounter while interacting with people in multifamily communities. Get Success Story Get Infographic Get eBook Important notes: - Published on: 2022-12-08 16:38:17 - Category: Pages - [Industries – Multifamily Enterprise](https://gracehill.com/industries/multifamily/enterprise/): Multifamily Expertise When it comes to multifamily property management, experience matters! Grace Hill partners with the nation's top rental housing management companies, helping to support and guide through changing state and federal regulations, economic conditions, and resident preferences. Our largest… ------------------------- # Q1 23 Product Highlight – KingsleySurveys Commercial > Are you ready to reach your occupancy goals? The best strategy is to understand what your tenants really want. Regardless of your current occupancy rate, a professional tenant survey will offer essential insight into your tenants' sentiment, renewal intention, future… Full Content: Are you ready to reach your occupancy goals? The best strategy is to understand what your tenants really want. Regardless of your current occupancy rate, a professional tenant survey will offer essential insight into your tenants' sentiment, renewal intention, future space needs, and more. Gain quantifiable property and portfolio feedback to measure: Overall Satisfaction Satisfaction with Management Property Recommendation Renewal Intentions Value for Amount Paid Gain actionable insights on the overall tenant experience and perception of: Overall Areas NPS Space Needs Sustainability & ESG   Service Assessment Property management Leasing & TIs Maintenance   Property Features Amenities  Tenant Surveys Raise Your ESG standards and GRESB score Your Environmental, Social, and Governance (ESG) standards highlight your organization's commitment to ongoing sustainability objectives. Responding to tenant sustainability priorities will improve tenant satisfaction and increase your GRESB score.  Talk to us about ESG initiatives Tenant Surveys Designed to Benefit:  Investment/Fund Managers Owners/Operators REITS Property and Facilities Management Providers "Having a high GRESB score is becoming more and more important as investors get savvy. They are not just looking at the bottom line. They want to know who they're doing business with. We can post our policy and survey implementations in our GRESB score. And that helps us differentiate ourselves in the market." Michael Aisner, RPA, LEED APSVP, Property Management, RXR Realty Read the RXR Realty Success Story Generic Surveys Just Don't Cut It! Our dedicated commercial team can customize your survey questions and branding to fit your portfolio's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and next steps.  Plus, we compare your results to the Kingsley Index industry benchmarks, providing the insights you need to drive portfolio performance. Request a Demo Important notes: - Published on: 2023-01-13 15:01:39 - Category: Pages - [Q1 23 Product Highlight – KingsleySurveys Commercial](https://gracehill.com/increase-occupancy-rate-improve-tenant-satisfaction/): Are you ready to reach your occupancy goals? The best strategy is to understand what your tenants really want. Regardless of your current occupancy rate, a professional tenant survey will offer essential insight into your tenants' sentiment, renewal intention, future… ------------------------- # Q2 2024 Commercial Tenant Surveys Product Highlight LP > The recent surge in occupancy for buildings with high-quality amenities (like a roof terrace or full-service fitness center) highlights a key trend: Your tenants' experience directly impacts your bottom line. But without understanding your tenants' actual perceptions, how do you… Full Content: The recent surge in occupancy for buildings with high-quality amenities (like a roof terrace or full-service fitness center) highlights a key trend: Your tenants' experience directly impacts your bottom line. But without understanding your tenants' actual perceptions, how do you know where to focus your time, resources, and investment? Tenant Data is Your Strategic Advantage Grace Hill's industry-leading tenant surveys provide unbiased feedback so you can more effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. Gain quantifiable property and portfolio feedback to measure: Overall Satisfaction Satisfaction with Management Property Recommendation Renewal Intentions Value for Amount Paid "The information we get from KingsleySurveys is invaluable in assessing operations and service gaps, helping us improve in real-time rather than months after the fact. The results speak for themselves with improved satisfaction scores across all KPIs each year since we began." Laurel ZacherVice President Marketing & Customer EngagementSecurity Properties Residential  Work with our in-house CRE experts for insights and best practices for commercial office, industrial, medical, and retail sectors. Important notes: - Published on: 2024-04-22 11:50:58 - Category: Pages - [Q2 2024 Commercial Tenant Surveys Product Highlight LP](https://gracehill.com/commercial-tenant-surveys/lp/): The recent surge in occupancy for buildings with high-quality amenities (like a roof terrace or full-service fitness center) highlights a key trend: Your tenants' experience directly impacts your bottom line. But without understanding your tenants' actual perceptions, how do you… ------------------------- # Increase Tenant Retention. Reduce Turnover Costs. LP > Tenant surveys can help your organization: Understand tenant satisfaction and uncover renewal risks.Increase renewal rates by proactively addressing concerns.Prioritize capital expenditures and identify property enhancements.Determine the likelihood of recommending properties. Gain actionable insights on the overall tenant experience and perception… Full Content: Tenant surveys can help your organization: Understand tenant satisfaction and uncover renewal risks.Increase renewal rates by proactively addressing concerns.Prioritize capital expenditures and identify property enhancements.Determine the likelihood of recommending properties. Gain actionable insights on the overall tenant experience and perception of: Overall AreasNPSSpace NeedsSustainability & ESGService AssessmentProperty ManagementLeasing & TIsMaintenanceProperty FeaturesAmenities Tenant Surveys Raise Your ESG Standards and GRESB Score Your Environmental, Social, and Governance (ESG) standards highlight your organization's commitment to ongoing sustainability objectives. Responding to tenant sustainability priorities will improve tenant satisfaction and increase your GRESB score. KingsleySurveys Supports Multiple Commercial Sectors Office Industrial Medical Retail Multifamily Generic Surveys Just Don't Cut It! Our dedicated commercial team can customize your survey questions and branding to fit your portfolio's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and next steps.  Plus, we compare your results to the Kingsley Index industry benchmarks, providing the insights you need to drive portfolio performance. Drive portfolio performance with the CRE industry's most trusted tenant survey program. Get a demo today! Important notes: - Published on: 2024-03-13 16:16:11 - Category: Pages - [Increase Tenant Retention. Reduce Turnover Costs. LP](https://gracehill.com/increase-tenant-retention/lp/): Tenant surveys can help your organization: Understand tenant satisfaction and uncover renewal risks.Increase renewal rates by proactively addressing concerns.Prioritize capital expenditures and identify property enhancements.Determine the likelihood of recommending properties. Gain actionable insights on the overall tenant experience and perception… ------------------------- # Q4 Product Highlight - KingsleySurveys Commercial > The link between tenant satisfaction and renewals is undeniable. In fact, a recent university research study proved that improving tenant satisfaction by one point can increase renewals by 8.5% and decrease vacancy rates by 6.7%. Gathering accurate data for your… Full Content: The link between tenant satisfaction and renewals is undeniable. In fact, a recent university research study proved that improving tenant satisfaction by one point can increase renewals by 8.5% and decrease vacancy rates by 6.7%. Gathering accurate data for your properties can be challenging, so Grace Hill created comprehensive survey tools and worldwide industry benchmarks that make the process seamless and successful. Gain quantifiable property and portfolio feedback to measure: Overall Satisfaction Satisfaction with Management Property Recommendation Renewal Intentions Value for Amount Paid Gain actionable insights on the overall tenant experience and perception of: Overall AreasNPSSpace NeedsSustainability & ESG Service AssessmentProperty managementLeasing & TIsMaintenance Property FeaturesAmenities  Tenant Surveys Raise Your ESG standards and GRESB score Your Environmental, Social, and Governance (ESG) standards highlight your organization's commitment to ongoing sustainability objectives. Responding to tenant sustainability priorities will improve tenant satisfaction and increase your GRESB score.  Talk to us about ESG initiatives Tenant Surveys Designed to Benefit:  Investment/Fund Managers Owners/Operators REITS Property and Facilities Management Providers "Having a high GRESB score is becoming more and more important as investors get savvy. They are not just looking at the bottom line. They want to know who they're doing business with. We can post our policy and survey implementations in our GRESB score. And that helps us differentiate ourselves in the market." Michael Aisner, RPA, LEED AP SVP, Property Management, RXR Realty Read the RXR Realty Success Story Generic Surveys Just Don't Cut It! Our dedicated commercial team can customize your survey questions and branding to fit your portfolio's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and next steps.  Plus, we compare your results to the Kingsley Index industry benchmarks, providing the insights you need to drive portfolio performance. Request a Demo Employee Survey Program Employee engagement matters! Retain and attract top talent by understanding employee needs and perception of your organization. Improve overall engagement, tenant satisfaction, and productivity by fostering a culture of belonging. More about employee surveys Client and Investor Surveys Understand stakeholder sentiments and take action. Improve client relations and service offerings with unbiased insight into customer experience. Leverage survey data to gain a competitive advantage in the market and appeal to additional investors. More about client/investor surveys Important notes: - Published on: 2022-12-06 17:47:10 - Category: Pages - [Q4 Product Highlight - KingsleySurveys Commercial](https://gracehill.com/tenant-surveys-with-proven-results/): The link between tenant satisfaction and renewals is undeniable. In fact, a recent university research study proved that improving tenant satisfaction by one point can increase renewals by 8.5% and decrease vacancy rates by 6.7%. Gathering accurate data for your… ------------------------- # Tenant Surveys – Q4 25 End of Year Push LP > KingsleySurveys Commercial Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Request a Demo Increase Tenant Retention. Reduce Turnover Costs.  Without understanding your tenants' actual perceptions, it is… Full Content: KingsleySurveys Commercial Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Request a Demo Increase Tenant Retention. Reduce Turnover Costs.  Without understanding your tenants' actual perceptions, it is difficult to know where to focus your time, resources, and investment. KingsleySurveys can help you make decisions based on actionable data versus gut instinct. Our industry-leading tenant surveys provide unbiased, honest feedback so you can effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. Tenant Satisfaction Surveys Designed to Benefit: Owners/Operators Investment/Fund Managers Property & Facilities Management Companies REITS Gain Actionable Insights on Overall Tenant Experience and Perception of: Overall AreasNPSSpace NeedsSustainability & ESG Service AssessmentProperty ManagementLeasing & TIsMaintenance Property FeaturesAmenities  With KingsleySurveys, Griffin Partners saw a 14% jump in tenant retention over two years, equating to $14M in retained lease value. "We don't know what we don't know. We think we know. One of the reasons I love KingsleySurveys is because when you do both surveys and regular 1-1 meetings, you're always going to find out information that you did not know. I promise." Kelly Agent,  Senior Vice President of Property Management at Griffin Partners Research shows that increasing overall tenant satisfaction by just one point can lead to: 0 %higher willingness to renew. 0 %higher likelihood to recommend the property to prospective tenants. 0 %lower probability of moving out of the property. Request a Demo "At Empire State Realty Trust, service is our brand, and KingsleySurveys helps us deliver on that promise. Their platform empowers us to listen to our tenants, benchmark our performance and take meaningful action." "Each year, the Tenant Satisfaction Survey provides us with clear, actionable insights that drive real improvements. From enhancing HVAC controls and expanding amenities, to refining our communication and service delivery, the feedback we receive through Kingsley is the foundation of our continuous improvement. In 2025, we earned portfolio-wide Kingsley Excellence Awards. That recognition reflects our team's commitment to excellence and responsiveness. We don't just collect feedback-we act on it. Grace Hill makes the survey process engaging and energizing for our teams and turns tenant outreach into a daily celebration of service." Diane Fields, VP of Property Management, Empire State Building, Empire State Realty Trust Tenant Survey Responses Raise Your ESG Standards and GRESB Score Your Environmental, Social, and Governance (ESG) standards highlight your organization's commitment to ongoing sustainability objectives. Responding to tenant sustainability priorities will improve tenant satisfaction and increase your GRESB score. KingsleySurveys is a trusted GRESB partner with over 40 years of experience serving the commercial real estate industry. Our surveys can help you meet ESG reporting requirements and elevate your sustainability profile. "Having a high GRESB score is becoming more and more important as investors get savvy. They are not just looking at the bottom line. They want to know who they're doing business with. We can post our policy and survey implementations in our GRESB score. And that helps us differentiate ourselves from the market." Michael Aisner, RPA, LEED, AP,  Senior VP of Property Management at RXR Realty Tenant Survey FAQs How fast can we launch a survey? KingsleySurveys has been trusted for 35+ years to help real estate organizations seamlessly capture valuable insights and drive actionable feedback. Our proven process ensures your survey launch is smooth and successful. Plus, our team of experts works hand in hand with you to customize your survey content and set up distribution seamlessly. From kickoff to launch, we can typically have your new survey up and running within 45 to 60 days. How long does a survey stay open? Our standard survey duration is 3-5 weeks but will vary based on survey type and property size. However, we understand that every property and organization is unique. Our industry experts can work with you to customize a survey program that aligns with your specific needs and goals. Request a Demo Add Depth to Your Tenant Survey Strategy With Interview Insights Looking to take your feedback approach even further? Interview Insights is a premium survey offering with live, one-on-one conversations conducted by professional interviewers. Our personalized survey method uncovers the "why" behind tenant feedback, surfacing richer qualitative data that web surveys alone may not reveal. With tailored outreach and expert analysis, you'll gain more nuanced data that strengthens relationships, uncovers hidden risks, and builds lasting confidence. Generic Property Surveys Just Don't Cut It! Our dedicated commercial team can customize your survey questions and branding to fit your portfolio's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and next steps. Plus, we compare your results to the Kingsley Index industry benchmarks, providing the insights you need to drive portfolio performance and overall satisfaction. Designed To Bridge the Gap Between Surveys and Solutions Your survey results highlight key growth opportunities, but finding the right vendors to take action can be overwhelming. Grace Hill's KingsleySurveys Partner Program streamlines vendor selection, delivering trusted partners who specialize in solving your toughest property issues. Whether it's improving operations or enhancing security, our recommendations help you implement real solutions - without the guesswork. Eliminate wasted time and budget searching for vendors. Gain tailored solution providers based on your survey data. Proactively address key concerns to improve tenant and resident satisfaction. Want to know what your tenants really think? Contact our CRE experts to see how KingsleySurveys can help you turn survey results into action. Important notes: - Published on: 2025-10-31 11:42:58 - Category: Pages - [Tenant Surveys – Q4 25 End of Year Push LP](https://gracehill.com/solutions/tenant-satisfaction-surveys/): KingsleySurveys Commercial Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Request a Demo Increase Tenant Retention. Reduce Turnover Costs.  Without understanding your tenants' actual perceptions, it is… ------------------------- # Solutions – KingsleySurveys Commercial Tenant Surveys > KingsleySurveys Commercial Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Request a Demo Insights That Reduce Renewal Uncertainty  Without understanding your tenants' actual perceptions, it is difficult… Full Content: KingsleySurveys Commercial Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Request a Demo Insights That Reduce Renewal Uncertainty  Without understanding your tenants' actual perceptions, it is difficult to know where to focus your time, resources, and investment. KingsleySurveys can help you make decisions based on actionable data versus gut instinct. Our industry-leading tenant surveys provide unbiased, honest feedback so you can effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. The renewal intent data captured by KingsleySurveys predicts real tenant renewal outcomes with 80% accuracy.* Tenant Satisfaction Surveys Designed to Benefit: Owners/Operators Investment/Fund Managers Property & Facilities Management Companies REITS Gain Actionable Insights on Overall Tenant Experience and Perception of: Overall AreasNPSSpace NeedsSustainability & ESG Service AssessmentProperty ManagementLeasing & TIsMaintenance Property FeaturesAmenities  Research shows that increasing overall tenant satisfaction by just one point can lead to: 0 %higher willingness to renew. 0 %higher likelihood to recommend the property to prospective tenants. 0 %lower probability of moving out of the property. Request a Demo With KingsleySurveys, Griffin Partners saw a 14% jump in tenant retention over two years, equating to $14M in retained lease value. "We don't know what we don't know. We think we know. One of the reasons I love KingsleySurveys is because when you do both surveys and regular 1-1 meetings, you're always going to find out information that you did not know. I promise." Kelly Agent,  Senior Vice President of Property Management at Griffin Partners View Success Story "At Empire State Realty Trust, service is our brand, and KingsleySurveys helps us deliver on that promise. Their platform empowers us to listen to our tenants, benchmark our performance and take meaningful action." "Each year, the Tenant Satisfaction Survey provides us with clear, actionable insights that drive real improvements. From enhancing HVAC controls and expanding amenities, to refining our communication and service delivery, the feedback we receive through Kingsley is the foundation of our continuous improvement. In 2025, we earned portfolio-wide Kingsley Excellence Awards. That recognition reflects our team's commitment to excellence and responsiveness. We don't just collect feedback-we act on it. Grace Hill makes the survey process engaging and energizing for our teams and turns tenant outreach into a daily celebration of service." Diane Fields, VP of Property Management, Empire State Building, Empire State Realty Trust Learn More Tenant Survey Responses Raise Your ESG Standards and GRESB Score Your Environmental, Social, and Governance (ESG) standards highlight your organization's commitment to ongoing sustainability objectives. Responding to tenant sustainability priorities will improve tenant satisfaction and increase your GRESB score. KingsleySurveys is a trusted GRESB partner with over 40 years of experience serving the commercial real estate industry. Our surveys can help you meet ESG reporting requirements and elevate your sustainability profile. "Having a high GRESB score is becoming more and more important as investors get savvy. They are not just looking at the bottom line. They want to know who they're doing business with. We can post our policy and survey implementations in our GRESB score. And that helps us differentiate ourselves from the market." Michael Aisner, RPA, LEED, AP,  Senior VP of Property Management at RXR Realty View Success Story Tenant Survey FAQs How fast can we launch a survey? KingsleySurveys has been trusted for 35+ years to help real estate organizations seamlessly capture valuable insights and drive actionable feedback. Our proven process ensures your survey launch is smooth and successful. Plus, our team of experts works hand in hand with you to customize your survey content and set up distribution seamlessly. From kickoff to launch, we can typically have your new survey up and running within 45 to 60 days. How long does a survey stay open? Our standard survey duration is 3-5 weeks but will vary based on survey type and property size. However, we understand that every property and organization is unique. Our industry experts can work with you to customize a survey program that aligns with your specific needs and goals. Add Depth to Your Tenant Survey Strategy With Interview Insights Looking to take your feedback approach even further? Interview Insights is a premium survey offering with live, one-on-one conversations conducted by professional interviewers. Our personalized survey method uncovers the "why" behind tenant feedback, surfacing richer qualitative data that web surveys alone may not reveal. With tailored outreach and expert analysis, you'll gain more nuanced data that strengthens relationships, uncovers hidden risks, and builds lasting confidence. Generic Property Surveys Just Don't Cut It! Our dedicated commercial team can customize your survey questions and branding to fit your portfolio's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and next steps. Plus, we compare your results to the Kingsley Index industry benchmarks, providing the insights you need to drive portfolio performance and overall satisfaction. Designed To Bridge the Gap Between Surveys and Solutions Your survey results highlight key growth opportunities, but finding the right vendors to take action can be overwhelming. Grace Hill's KingsleySurveys Partner Program streamlines vendor selection, delivering trusted partners who specialize in solving your toughest property issues. Whether it's improving operations or enhancing security, our recommendations help you implement real solutions - without the guesswork. Eliminate wasted time and budget searching for vendors. Gain tailored solution providers based on your survey data. Proactively address key concerns to improve tenant and resident satisfaction. Want to know what your tenants really think? Contact our CRE experts to see how KingsleySurveys can help you turn survey results into action. * Data validated by Nate Tarr, Vice President | Finance at PMB Real Estate Services and Grace Hill Tenant Data, 2025 More Tenant Survey Tools and Insights [dynamic_resources_rows topic="tenant-retention"] Resident Surveys Providing a line of communication with your residents and prospects helps to improve resident retention rates and reduce vacancy rates. Elevate your service performance today by adding resident surveys to your strategy! Employee Surveys Understand what matters most to your team and develop a culture where employees feel valued. By measuring what is working (or not working), you can proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. Investor Surveys Turn feedback into action with unbiased insight into the investor experience. Leverage our powerful survey tool and trusted industry benchmarks to gain a more accurate perception study. Important notes: - Published on: 2022-10-27 12:58:42 - Category: Pages - [Solutions – KingsleySurveys Commercial Tenant Surveys](https://gracehill.com/solutions/satisfaction-surveys/tenant/): KingsleySurveys Commercial Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Request a Demo Insights That Reduce Renewal Uncertainty  Without understanding your tenants' actual perceptions, it is difficult… ------------------------- # Solutions – KingsleySurveys Commercial Employee Surveys BOMA > Retain top talent. Reduce employee turnover. High employee turnover can destroy your company's bottom line. Replacing an employee can cost you twice their annual salary1 in recruiting, training, and lost productivity. At the same time, disengaged employees cost organizations another… Full Content: Retain top talent. Reduce employee turnover. High employee turnover can destroy your company's bottom line. Replacing an employee can cost you twice their annual salary1 in recruiting, training, and lost productivity. At the same time, disengaged employees cost organizations another $300 million each year2 - further impacting stakeholder relationships and damaging company culture. But shockingly, 51%3 of former employees disclosed that during their final three months, no one at the company asked about their job satisfaction or future with the organization.   $4,700 The Average Cost Per Hire It also takes 36 to 42 to fill the average position in the United States.4 23% Higher ProfitabilityCompanies with Highly Engaged Employees were 23% higher in profitability.5 Measure Satisfaction at Each Stage of the Employee Journey The first step to combat turnover is to create an environment where your team can share their feedback and trust that management will take action. KingsleySurveys can help you develop an environment where employees feel challenged and valued by understanding what matters most to your team. By measuring what is working (or not working) in your organization, you can proactively make changes that build employee loyalty, improve productivity, and protect your bottom line. Annual Employee Engagement Surveys Our annual employee surveys help commercial real estate organizations improve employee engagement, productivity, and loyalty. Capture and measure your employee sentiment KPIs over time, continually benchmarking and improving. Gather unbiased feedback on seven dimensions of employee engagement for a full picture of your organization's performance. Pulse Surveys Send Pulse Surveys for continued employee feedback throughout the year. Don't wait for your annual survey to uncover any potential issues! Access your online portal to send Pulse Surveys that deliver a quick snapshot into employee experience, allowing you to keep your finger on the pulse of current sentiment. Keep your employees engaged and satisfied by understanding their needs and opinions in real-time. Ongoing Moments That Matter Surveys Capture feedback at critical moments of the employment journey including recruiting, onboarding, training, and offboarding. Unbiased insight on these important times offers a more holistic understanding of the key drivers that impact your employees' overall satisfaction. Ongoing Moments That Matter surveys can be added to your standard engagement program, providing essential, actionable feedback that improves retention. Capture feedback at critical moments of the employment journey. Recruiting Captures feedback immediately after the recruiting, interviewing and decision process, providing valuable insight on your hiring process. Onboarding Increase retention by capturing feedback on the new hire experience during their critical first 90 days of employment. Training Gather valuable insight into the effectiveness of your training programs, helping you create a more engaged and motivated team. Offboarding Get candid feedback from departing employees to understand what's driving turnover at your organization. Real-Time Dashboard Analytics Get the real-time insights leaders need to understand and quickly act on employee feedback. Track results as they come in with alert notifications that let you respond immediately to concerns and develop solutions before it's too late. Reducing the time it takes to act on employee feedback builds trust and loyalty among your team. Plus, you can compare your results to the Kingsley Index™ for relevant benchmarks that highlight where to focus your improvement efforts. Increase Resident Retention & Retain Employees 23% of property managers with low staff churn achieved a 70% resident retention rate vs. only 3% of firms with high staff turnover.³ Lean on our industry experts! Our dedicated team can customize your survey questions and branding to fit your organization's needs. Work with our experts for in-depth analysis of key findings, strategic recommendations, and steps to improve employee retention. Find out how KingsleySurveys can help you get more actionable feedback from your employees. Request a personalized demo today! 1Gallup: Fixable Problem Costs Trillions 2Gallup: Tackle Employees Stagnating Engagement 3Gallup: Fixable Problem Costs Trillions 4 Zippia  5Gallup report: Employee Engagement and Performance: Latest Insights from the World's Largest Study  6Aberdeen group Important notes: - Published on: 2023-11-20 16:19:28 - Category: Pages - [Solutions – KingsleySurveys Commercial Employee Surveys BOMA](https://gracehill.com/solutions/satisfaction-surveys/commercial-employee-surveys/boma/): Retain top talent. Reduce employee turnover. High employee turnover can destroy your company's bottom line. Replacing an employee can cost you twice their annual salary1 in recruiting, training, and lost productivity. At the same time, disengaged employees cost organizations another… ------------------------- # Solutions – KingsleySurveys Commercial Interview Insights Subpage > Interview Insights Build trust, improve retention, and drive smarter decisions. Request a Demo In commercial and multifamily real estate, your stakeholders expect more. Investors and tenants want a feedback process that respects their time and leads to real improvements. But… Full Content: Interview Insights Build trust, improve retention, and drive smarter decisions. Request a Demo In commercial and multifamily real estate, your stakeholders expect more. Investors and tenants want a feedback process that respects their time and leads to real improvements. But many feedback tools fall short, delivering only generic data with little depth and even less direction. Interview Insights transforms the way you gather feedback through live, one-on-one virtual conversations conducted by professionals. We help you uncover the full story behind stakeholder sentiment, ensuring a more accurate picture of their needs, expectations, and concerns. Strengthen Investor Confidence Increase Tenant Retention Increase Participation and Reduce Survey Fatigue When communication feels automated or impersonal, trust erodes and long-term relationships suffer. Grace Hill offers a better way to gather the feedback you need. Third-party interviews offer an unbiased, more accurate perception study that encourages transparency. Gain richer feedback by capturing both the quantitative and qualitative insights in responses. Turn feedback into a relationship-building opportunity that increases the likelihood of renewals. Improve Performance With Data-Driven Insights With Interview Insights, you're not just gathering data - you're gaining a clear understanding of what matters most to your stakeholders. Use meaningful feedback to make smarter, data-backed investments. Uncover operational gaps before they impact retention or your reputation. Position your organization as a proactive, responsive partner. See how Interview Insights can help you turn feedback into long-term value. Important notes: - Published on: 2025-06-24 10:57:49 - Category: Pages - [Solutions – KingsleySurveys Commercial Interview Insights Subpage](https://gracehill.com/solutions/satisfaction-surveys/interview-insights/): Interview Insights Build trust, improve retention, and drive smarter decisions. Request a Demo In commercial and multifamily real estate, your stakeholders expect more. Investors and tenants want a feedback process that respects their time and leads to real improvements. But… ------------------------- # Investor Survey Page LP – Top Funnel CRE Owner/Operator Drip > Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Request a Demo Long-term capital is secured by performance, but sustained by trust. When investor perception relies on generic surveys - or worse, silence - you're left in the dark… Full Content: Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Request a Demo Long-term capital is secured by performance, but sustained by trust. When investor perception relies on generic surveys - or worse, silence - you're left in the dark about satisfaction and intent to re-up. Grace Hill's KingsleySurveys reveals unbiased investor perceptions, helping real estate organizations understand sentiment and identify performance gaps. Top Organizations Trust KingsleySurveys To Power Investor Satisfaction Stop guessing what your investors want. Start the conversation that sets your firm apart. Behind polite updates and quarterly reports, your investors' real opinions about your performance, communication, or fund strategy often stay unspoken. Without genuine feedback, your team is left uncertain about what's shaping sentiment and scrambling to improve. A structured investor survey breaks that silence. Watch our webinar to learn how leading CRE firms are bringing hidden investor insights to light! Our Investor Survey Program Includes: Unbiased third-party interviews conducted by specialists. Standardized, quantifiable questions with trusted industry benchmarks. Survey customization options to meet your unique business needs. Open-ended questions that further reveal areas of excellence or opportunity. Request a Demo What You'll Gain: A more accurate perception study, with both quantitative and qualitative data. A clearer picture of investor sentiment, satisfaction, and expectations. The confidence to tailor communication and reporting around what investors actually value. Strategic insights and recommendations to proactively sustain long-term capital commitments. Investor feedback isn't just a box to check; it's a strategic advantage. Our solution is purpose-built for: Heads of Investment Management Investor Relations Leads Heads of Asset Management Institutional Owners/REITs Owners and Operators Give Investors a Voice, Not Just Another Survey. Contact our CRE experts to see how KingsleySurveys can help you turn feedback into action. Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. Employee Surveys Understand what matters to your team and develop a culture where employees feel valued. By measuring what is working (or not) in your company, you can make proactive changes that build employee loyalty, improve productivity and protect your bottom line. Important notes: - Published on: 2025-10-17 09:03:50 - Category: Pages - [Investor Survey Page LP – Top Funnel CRE Owner/Operator Drip](https://gracehill.com/investor-satisfaction-surveys/): Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Request a Demo Long-term capital is secured by performance, but sustained by trust. When investor perception relies on generic surveys - or worse, silence - you're left in the dark… ------------------------- # Solutions – KingsleySurveys Investor Program > Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Request a Demo Long-term capital is secured by performance, but sustained by trust. When investor perception relies on generic surveys - or worse, silence - you're left in the dark… Full Content: Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Request a Demo Long-term capital is secured by performance, but sustained by trust. When investor perception relies on generic surveys - or worse, silence - you're left in the dark about satisfaction and intent to re-up. Grace Hill's KingsleySurveys reveals unbiased investor perceptions, helping real estate organizations understand sentiment and identify performance gaps. Top Organizations Trust KingsleySurveys To Power Investor Satisfaction Stop guessing what your investors want. Start the conversation that sets your firm apart. Behind polite updates and quarterly reports, your investors' real opinions about your performance, communication, or fund strategy often stay unspoken. Without genuine feedback, your team is left uncertain about what's shaping sentiment and scrambling to improve. A structured investor survey breaks that silence. Watch our webinar to learn how leading CRE firms are bringing hidden investor insights to light! Watch Now Our Investor Survey Program Includes: Unbiased third-party interviews conducted by specialists. Standardized, quantifiable questions with trusted industry benchmarks. Survey customization options to meet your unique business needs. Open-ended questions that further reveal areas of excellence or opportunity. Request a Demo What You'll Gain: A more accurate perception study, with both quantitative and qualitative data. A clearer picture of investor sentiment, satisfaction, and expectations. The confidence to tailor communication and reporting around what investors actually value. Strategic insights and recommendations to proactively sustain long-term capital commitments. Investor feedback isn't just a box to check; it's a strategic advantage. Our solution is purpose-built for: Heads of Investment Management Investor Relations Leads Heads of Asset Management Institutional Owners/REITs Owners and Operators Give Investors a Voice, Not Just Another Survey. Contact our CRE experts to see how KingsleySurveys can help you turn feedback into action. Resident Surveys Providing a line of communication with residents and prospects improves resident retention and reduce vacancy rates. Elevate your customer service performance today by adding resident surveys to your strategy! Tenant Surveys Capture feedback on the tenant experience and drive portfolio performance with the CRE industry's most trusted tenant survey program. Effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs. Employee Surveys Understand what matters to your team and develop a culture where employees feel valued. By measuring what is working (or not) in your company, you can make proactive changes that build employee loyalty, improve productivity and protect your bottom line. Important notes: - Published on: 2022-10-26 16:17:15 - Category: Pages - [Solutions – KingsleySurveys Investor Program](https://gracehill.com/solutions/satisfaction-surveys/investor/): Investor Surveys Move beyond surface-level surveys with rich, unbiased interviews. Request a Demo Long-term capital is secured by performance, but sustained by trust. When investor perception relies on generic surveys - or worse, silence - you're left in the dark… ------------------------- # KingsleySurveys ACE Program > Powered By Best-in-Class KingsleySurveys Offered within the Grace Hill Commercial Solution Suite, ACE Surveys carry all the benefits of KingsleySurveys and are designed to help property owners and operators better understand: Overall satisfaction of tenants Perception of commercial property amenities… Full Content: Powered By Best-in-Class KingsleySurveys Offered within the Grace Hill Commercial Solution Suite, ACE Surveys carry all the benefits of KingsleySurveys and are designed to help property owners and operators better understand: Overall satisfaction of tenants Perception of commercial property amenities Satisfaction with management, leasing, and maintenance
 service levels Current needs and priorities of tenants Renewal intent Likelihood of community recommendation Schedule Appointment Powered By Best-in-Class KingsleySurveys Offered within the Grace Hill Commercial Solution Suite, ACE Surveys carry all the benefits of KingsleySurveys and are designed to help property owners and operators better understand: Overall satisfaction of tenants Perception of commercial property amenities Satisfaction with management, leasing, and maintenance
 service levels Current needs and priorities of tenants Renewal intent Likelihood of community recommendation Schedule Appointment Web-based survey programs types: Tenant Surveys: Customized surveys designed to identify, track, and improve key operational areas of performance. ACE (Assessing the Customer Experience) Surveys: The definitive assessment for single properties or small commercial portfolios. Employee Surveys: Helps companies achieve higher levels of employee engagement, leading to greater productivity, loyalty, and longer employee tenure. Client/Investor Surveys: Designed to uncover client and investor perceptions, gather competitive intelligence, and compare to industry peers. Schedule Appointment Measure What Matters. Drive NOI. ACE provides baseline satisfaction metrics and is designed to objectively measure the quality of service delivery and building operations. The ACE program runs five times annually: February, April, June, September, and November. Through ACE, you'll get the actionable insights you need for better decision-making, leading to better NOI and operational performance. You'll be able to: Improve customer retention.Bolster marketing and leasing efforts.Elevate personnel and vendor performance. · Prioritize capital expenditures and property improvement plans.Identify at-risk customers. Schedule Appointment Contact us for more information: Schedule Appointment Important notes: - Published on: 2021-10-05 03:04:50 - Category: Pages - [KingsleySurveys ACE Program](https://gracehill.com/solutions/commercial-solution/kingsleysurveys-ace-program/): Powered By Best-in-Class KingsleySurveys Offered within the Grace Hill Commercial Solution Suite, ACE Surveys carry all the benefits of KingsleySurveys and are designed to help property owners and operators better understand: Overall satisfaction of tenants Perception of commercial property amenities… ------------------------- # Commercial Campaign > Business intelligence that builds value Keep a finger on the pulse of tenant and employee satisfaction and investor perception with Grace Hill's best-in-class Commercial Survey Solutions. Get actionable insights that can help drive business outcomes, such as:   Increased Tenant Renewal… Full Content: Business intelligence that builds value Keep a finger on the pulse of tenant and employee satisfaction and investor perception with Grace Hill's best-in-class Commercial Survey Solutions. Get actionable insights that can help drive business outcomes, such as:   Increased Tenant Renewal Mitigation of Risk Elevated Property Performance Increased NOI Enhanced Portfolio Value The Grace Hill Commercial Survey Solution suite includes: KingsleySurveys + KingsleyIndex™ Benchmarking data from over 200 customers worldwide; tenant survey benchmarks matched on property type, asset class, and geography. A data-rich portal that makes it easy to manage the entire process, with access to real-time results and detailed analysis and reports. Schedule Appointment Web-based survey programs types: Tenant Surveys: Customized surveys designed to identify, track, and improve key operational areas of performance. ACE (Assessing the Customer Experience) Surveys: The definitive assessment for single properties or small commercial portfolios. Employee Surveys: Helps companies achieve higher levels of employee engagement, leading to greater productivity, loyalty, and longer employee tenure. Client/Investor Surveys: Designed to uncover client and investor perceptions, gather competitive intelligence, and compare to industry peers. Schedule Appointment PolicyPartner Policy management from PolicyPartnerEnhanced policy management for risk mitigation and operational excellence including powerful tools to ensure employee engagement, expert consultation and an extensive policy library covering key vertical industries. Schedule Appointment Vision  Build a foundation of expertise, extend knowledge and skills, reinforce with review and practice and upskill when gaps are identified - all based on our proprietary learning strategy and the most comprehensive courseware platform in the industry. Schedule Appointment Important notes: - Published on: 2021-09-23 12:41:58 - Category: Pages - [Commercial Campaign](https://gracehill.com/solutions/commercial-campaign/): Business intelligence that builds value Keep a finger on the pulse of tenant and employee satisfaction and investor perception with Grace Hill's best-in-class Commercial Survey Solutions. Get actionable insights that can help drive business outcomes, such as:   Increased Tenant Renewal… ------------------------- # PRODUCT SERVICE AGREEMENTS – NEW > PRODUCT SERVICE AGREEMENTS Vision Service Agreement PolicyPartner Service Agreement Survey Service Agreement Mystery Shopping Service Agreement SkillCat Service Agreement Please reach out to your Grace Hill Customer Success Manager with any questions regarding the product service agreements. Full Content: PRODUCT SERVICE AGREEMENTS Vision Service Agreement PolicyPartner Service Agreement Survey Service Agreement Mystery Shopping Service Agreement SkillCat Service Agreement Please reach out to your Grace Hill Customer Success Manager with any questions regarding the product service agreements. Important notes: - Published on: 2023-03-21 16:57:12 - Category: Pages - [PRODUCT SERVICE AGREEMENTS – NEW](https://gracehill.com/terms/product-service-agreements-all/): PRODUCT SERVICE AGREEMENTS Vision Service Agreement PolicyPartner Service Agreement Survey Service Agreement Mystery Shopping Service Agreement SkillCat Service Agreement Please reach out to your Grace Hill Customer Success Manager with any questions regarding the product service agreements. ------------------------- # PRODUCT SERVICE AGREEMENTS OLD > PRODUCT SERVICE AGREEMENTS Vision_Service_Agreement PolicyPartner_Service_Agreement Survey Service Agreement Validate_Service_Agreement     Full Content: PRODUCT SERVICE AGREEMENTS Vision_Service_Agreement PolicyPartner_Service_Agreement Survey Service Agreement Validate_Service_Agreement     Important notes: - Published on: 2022-09-19 19:03:23 - Category: Pages - [PRODUCT SERVICE AGREEMENTS OLD](https://gracehill.com/terms/product-service-agreements/): PRODUCT SERVICE AGREEMENTS Vision_Service_Agreement PolicyPartner_Service_Agreement Survey Service Agreement Validate_Service_Agreement     ------------------------- # Administrators > Support » Administrators Full Content: Support » Administrators Important notes: - Published on: 2020-07-22 17:32:34 - Category: Pages - [Administrators](https://gracehill.com/support/administrators/): Support » Administrators ------------------------- # Learners > Support » Learners Full Content: Support » Learners Important notes: - Published on: 2020-07-22 17:22:48 - Category: Pages - [Learners](https://gracehill.com/support/learners/): Support » Learners ------------------------- # Thank You Meeting Confirmed > We look forward to meeting with you soon.   In the meantime, check out a few client testimonials and learn more about Grace Hill's suite of products and solutions.  "Grace Hill helps us fulfill the vision of the learning and development… Full Content: We look forward to meeting with you soon.   In the meantime, check out a few client testimonials and learn more about Grace Hill's suite of products and solutions.  "Grace Hill helps us fulfill the vision of the learning and development program we are striving to create." -Jared FormanDirector of Training and DevelopmentAtlantic Pacific Management Product: VISION "We've been able to streamline our policies and procedures and allow our team members immediate access to consistent and up-to-date information." -Jackie RhoneManaging Director of Real EstateGreystar Product: PolicyPartner "As a trainer, I love the fact that from the time we close out the shop, we can assign two five-minute refreshers in Vision - on the deadlines we want - with two clicks of a mouse. And leasing consultants appreciate that we recognize where they need additional training. Validate allows us to give them the support they need with minimal work on our part." -Elaine KozloskiDirector of TrainingWestminster Management Product: Validate "We are rather obsessed with KingsleySurveys and use it to drive focus and change in almost everything we do. If it's not measured in Kingsley, it must not be that important." -Brian Ericson VP of Marketing Insights and Technology Cortland Product: KingsleySurveys "I grew with Grace Hill and watched it evolve. Visto was a really big deal for us because we reimburse employees for CAM." -Carolina RinconDirector, Training & DevelopmentUnited Property Management Product: Visto "We have been partners with Grace Hill for over 15 years. It's been exciting to see the new solutions they've added in the past couple of years. And how today, they're helping us tie together our policies, training, and mystery shopping to support the performance of our employees and properties." -Pattie WoodsVice President, Training and DevelopmentFogelman Properties Solution: Talent Performance Management Important notes: - Published on: 2022-04-26 09:26:19 - Category: Pages - [Thank You Meeting Confirmed](https://gracehill.com/thank-you-meeting-confirmed/): We look forward to meeting with you soon.   In the meantime, check out a few client testimonials and learn more about Grace Hill's suite of products and solutions.  "Grace Hill helps us fulfill the vision of the learning and development… ------------------------- # Thank You KingsleyAdmin > A member of our Project Management team will reach out with additional information and next steps within 72 business hours.  Discover more about our innovative suite of solutions and see how Grace Hill can improve your property performance. Explore more… Full Content: A member of our Project Management team will reach out with additional information and next steps within 72 business hours.  Discover more about our innovative suite of solutions and see how Grace Hill can improve your property performance. Explore more industry tools and insights here: Important notes: - Published on: 2022-11-17 10:48:19 - Category: Pages - [Thank You KingsleyAdmin](https://gracehill.com/thank-you-ks-customer/): A member of our Project Management team will reach out with additional information and next steps within 72 business hours.  Discover more about our innovative suite of solutions and see how Grace Hill can improve your property performance. Explore more… ------------------------- # Thank You Content > A member of our team will be in touch soon.  Discover more about our innovative suite of solutions and see how Grace Hill can improve your property performance. Explore more industry tools and insights here: Full Content: A member of our team will be in touch soon.  Discover more about our innovative suite of solutions and see how Grace Hill can improve your property performance. Explore more industry tools and insights here: Important notes: - Published on: 2021-11-17 16:46:01 - Category: Pages - [Thank You Content](https://gracehill.com/thank-you-content/): A member of our team will be in touch soon.  Discover more about our innovative suite of solutions and see how Grace Hill can improve your property performance. Explore more industry tools and insights here: ------------------------- # Download Confirmation > < Return to Case Studies Learn more about Grace Hill's suite of products and solutions.  "Grace Hill helps us fulfill the vision of the learning and development program we are striving to create." -Jared Forman Director of Training and Development… Full Content: < Return to Case Studies Learn more about Grace Hill's suite of products and solutions.  "Grace Hill helps us fulfill the vision of the learning and development program we are striving to create." -Jared Forman Director of Training and Development Atlantic Pacific Management Product: VISION "We've been able to streamline our policies and procedures and allow our team members immediate access to consistent and up-to-date information." -Jackie Rhone Managing Director of Real Estate Greystar Product: PolicyPartner "As a trainer, I love the fact that from the time we close out the shop, we can assign two five-minute refreshers in Vision - on the deadlines we want - with two clicks of a mouse. And leasing consultants appreciate that we recognize where they need additional training. Validate allows us to give them the support they need with minimal work on our part." -Elaine Kozloski Director of Training Westminster Management Product: Mystery Shopping "We are rather obsessed with KingsleySurveys and use it to drive focus and change in almost everything we do. If it's not measured in Kingsley, it must not be that important." -Brian Ericson VP of Marketing Insights and Technology Cortland Product: KingsleySurveys "I grew with Grace Hill and watched it evolve. Visto was a really big deal for us because we reimburse employees for CAM." -Carolina Rincon Director, Training & Development United Property Management Product: Visto "We have been partners with Grace Hill for over 15 years. It's been exciting to see the new solutions they've added in the past couple of years. And how today, they're helping us tie together our policies, training, and mystery shopping to support the performance of our employees and properties." -Pattie Woods Vice President, Training and Development Fogelman Properties Solution: Talent Performance Management Important notes: - Published on: 2022-02-18 11:35:12 - Category: Pages - [Download Confirmation](https://gracehill.com/download-confirm/): < Return to Case Studies Learn more about Grace Hill's suite of products and solutions.  "Grace Hill helps us fulfill the vision of the learning and development program we are striving to create." -Jared Forman Director of Training and Development… ------------------------- # Support – ARCHIVE > Top Questions for Learners Trouble logging in? Select the Issue: Forgot your username/password? The password you entered was incorrect. The username you entered cannot be identified. I don’t know my VisionX URL Related Questions.     Forgot your username or… Full Content: Top Questions for Learners Trouble logging in? Select the Issue: Forgot your username/password? The password you entered was incorrect. The username you entered cannot be identified. I don’t know my VisionX URL Related Questions.     Forgot your username or password? Please follow these steps if you have forgotten your username or password: Click the “Recover Username and Password” link and enter your email into the popup. An email will be sent to you, with your account information. If entering your email displays a ‘Multiple users were found with the email address you entered’ message: First, contact your training administrator. For further information please contact us at: Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST If entering your email displays an ‘Email address was not found’ error. First, contact your training administrator. For further information please Contact us at: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST If the ‘Recover Username and Password’ is not turned on for your system: First, contact your training administrator. For further information please Contact us at: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST   Back to top   The password you entered was incorrect. Please follow these steps if you received a ‘The password you entered was incorrect’ message when logging in: Enter your email into the popup box. Go to your email. Login with the credentials provided.   If entering your email displays: Multiple users were found with the email address you entered The email address you entered cannot be found   First, contact your training administrator. For further information please contact us at: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top   The username you entered cannot be identified. Please follow these steps if you are receiving a ‘The username you entered cannot be identified’ error message when logging in: Triple-check that the username you typed in is the one your company provided you. Verify the Internet Browser you are using. If you are using Internet Explorer, try using a different browser: Mozilla Firefox Google Chrome Please note your company’s security settings may prevent you from downloading a different browser. If this is the case, please reach out to your training administrator. If you have confirmed the username and used a different browser, but the issue is still occurring, contact us at: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top   I don’t know my VisionX URL Your company has a unique URL through which you should be accessing VisionX: The format is https://www.gracehillvision.com/ and your company’s unique identifier. For Example: https://www.gracehillvision.com/companyName For further assistance: Contact us at via Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top   Related Questions – Additional login issue help can be found in Part 2 below | For Learners | Trouble Logging in? Part 2 | For Learners | Questions about your course? | For Learners | Encounter an issue with your course?   Can’t find what you’re looking for? Contact us by phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top   Getting Started Original question: Getting Started Revision: See below…   Select the Issue: What browser should I use? What software do I need?  How do I create an account on my organization's Vision site? Any firewall or proxy server information I should know? How do I ensure I receive Grace Hill emails? Related Questions.   What browser should I use?   Google Chrome version 57 (or higher) Mozilla Firefox version 47 (or higher) Microsoft Edge version 17 (or higher) Apple Safari versions (8 and 11)  You can also check out our Vision System Requirements Document, also accessible from the Vision login page. Questions? Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.  Back to top What software do I need?   Including an appropriate browser version, ensure that your system meets the following software requirements: Adobe Acrobat Reader 2017 (or higher) Flash version 27 (or higher) Screen resolution of 1200 x 1080 pixels (or higher) If Pop-Up Blockers are activated, those from visionlms.com must be allowed for courses to load A soundcard and speakers/headphones are needed to hear the audio features of the courses You can also check out our Vision System Requirements Document, also accessible from the Vision login page. Questions? Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. Back to top How do I create an account on my organization's Vision site?   In your browser, enter your organization's Vision URL. (For example: gracehillvision.com/CompanyName) If your organization offers an option for you to create your own account, the option will display underneath the password field. Click Create an Account, and follow the prompts to create your own account. Select the option and follow the prompts to create your own account. Note: If you don't see the option to create your own account, contact your training administrator. Many organizations only allow administrators to set up Vision accounts for their learners. Questions? Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. Back to top Any firewall or proxy server information I should know?   If firewalls or other security devices are in place, please ensure traffic is allowed to and from the addresses below. If your organization uses a proxy server, make sure the following domains are allowed as exceptions either client-side or on the proxy server itself. Any caching can cause erratic results and will seriously impact the employee's training experience. *.gracehill.com *.visionlms.com *.gracehillvision.com *.ghscorm.com *.vitalstream.com *.docusign.com *.youtube.com (required for Lunch & Learn Series)   You can also check out our Vision System Requirements Document, also accessible from the Vision login page. Questions? Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. Back to top How do I ensure I receive Grace Hill emails?   Your organization must allow emails from the following domains and email addresses: *.gracehill.com *.gracehillvision.com *.visionlms.com You can also check out our Vision System Requirements Document, also accessible from the Vision login page. Questions? Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. Back to top Related Questions | For Learners | Encounter an issue with your course? | For Learners | Trouble Logging in? | For Learners | General Questions  Can't find what you're looking for? Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket.  Back to top Questions about your course? Select the Issue: I would like to add a course to my account. My course has a workbook. Where can I find it? How do I change the language in my course? How do I retake a course after failing/ poor performance? How do I retake a course? Related Questions.     I would like to add a course to my account. The following videos demonstrates how you can add a course from My Library into your account. Please be advised that the content in My Library, and the appearance of VisionX may differ based on your company. In addition, not every course offers a choice of Language. Certain courses are only offered in English. If the course you are looking for does not show when you search Online Courses, check your Book Bag to confirm whether it has already been added to your account. If you still have questions about adding courses, please Contact us: Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST Click Here to Submit a Support Ticket Back to top   My course has a workbook. Where can I find it? The following videos demonstrate how you can the workbook in a course. Please be advised that not every course may contain a workbook and that the steps provided in the video may not apply to courses created by your company. If you have any questions regarding the content of the video or locating your workbook, please Contact us: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top   How do I change the language in my course? Most courses in VisionX can be taken in both English and Spanish. If you selected a language upon beginning your course and want to change the language selection, please contact us so we can make the change for you. We will not be able to correct the issue immediately but will prioritize your request for resolution. Contact Us with the specific course and language desired: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top   How can I retake a quiz after failing/ poor performance?  Module Quizzes in a course can only be taken once: Each quiz is only worth a portion of the final mark. Receiving a low grade in a quiz may not prevent you from passing, provided that you do well on the rest of the quizzes. If the quiz causes you to fail, you can retake the course. Reminder: You cannot retake a module quiz without completing the entire course. If you did not pass the course due to failing/poor performance of module quizzes, ensure that you have completed the entire course and then follow the instructions below to retake a course. By retaking the course you can have another chance to successfully complete the needed end of module quizzes towards passing.   Back to top   How do I retake a course? First, determine whether your course was in My Assignments or in My Book Bag. In both cases, you will have to complete your existing attempt:   The course was in My Assignments: Go to My Assignments. Click on the course you want to retake. A new attempt will be created.   The course was in My Book Bag: Go to My Library. Select your Bookbag, and locate the course. Click the Remove button next to the course. Select the Online Courses tab at the top, and locate the course. Click on the Add button next to it. A new attempt will be created.   Back to top       Related Questions | For Learners | Encounter an issue with your course? | For Learners | Trouble Logging in? | For Learners | Questions about your course? Part 2   Can’t find what you’re looking for? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top     General Questions Select the Issue: How do I use the Facebook widget from my learning center? How do I view announcements? How do I dismiss announcements? How do I use My Resources? How to use or print the event calendar How to clear your cache, cookies and/or browser history Related Questions.   How do I use the Facebook widget from my learning center? The following videos demonstrate how you can add a course from My Library to your account. Your administrator may or may not have chosen to display the Facebook widget in your learning center. If it is displayed for you, it may show Grace Hill's Facebook page or your company's Facebook page – depending on how the administrator has the widget set up. To interact with the widget you must be signed in to your personal Facebook account in the same browser. (See your company's policy on accessing Facebook during working hours.) Once logged in to your Facebook page you can then like and share the page and posts as desired. Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST Click Here to Submit a Support Ticket Back to top How do I view announcements? From your Learning Center Dashboard, you will see the Announcements widget. The most current announcement is visible. To view older announcements, click the Announcements title, the announcements page will open and reveal all announcements. Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top How do I dismiss announcements? Most courses in VisionX can be taken in both English and Spanish. From your Learning Center Home Page – scroll to the Announcements widget Locate the announcement you would like to dismiss Click the "X" located in the top right corner of the announcement If you selected a language upon beginning your course and want to change the language selection, please contact us so we can make the change for you. We will not be able to correct the issue immediately but will prioritize your request for resolution. Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top How to use My Resources?  Module Quizzes in a course can only be taken once: From the Learning Center, navigate to the "My Resources" widget. The "My Resources" widget is where your training administrator can add resources such as documents, forms, videos, etc. for you to access as additional resources for your organization. The resources can be individual links or grouped into folders. Also, in the "My Resources" widget, Grace Hill has added a folder titled "VisionX Student Orientation Videos" that house the two learner videos that appear automatically when logging in for the first time for "VisionX Content Overview" and "VisionX Learner Orientation". To view a resource, click on the title of the resource to open. You can also click on the "My Resources" title link to open the listing of all resources available in the widget. Each resource will appear as its own module. Note: These resources are only for viewing purposes and will not reflect on the transcript records after a learner has viewed a resource. Note: If you don't have the "My Resources" widget in your Learning Center, please contact your system administrator. Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top How to use or print the event calendar? First, determine whether your course was in My Assignments or in My Book Bag. In both cases, you will have to complete your existing attempt: The course was in My Assignments: Go to My Assignments. Click on the course you want to retake. A new attempt will be created. The course was in My Book Bag: Go to My Library. Select your Bookbag, and locate the course. Click the Remove button next to the course. Select the Online Courses tab at the top, and locate the course. Click on the Add button next to it. A new attempt will be created. Back to top How to clear your cache, cookies and/or browser history. First, determine whether your course was in My Assignments or in My Book Bag. The answer to this depends on the type of computer you have and the browser you utilize. Determine the right steps for you. Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top Related Questions | For Learners | Encounter an issue with your course? | For Learners | Trouble Logging in? | For Learners | Getting Started Can’t find what you’re looking for? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top Questions about your Transcript? Select the Issue: How do I access my transcript? How do I print my transcript or individual course completion?  How do I email my transcript or individual course completion?  Related Questions.       How do I access my transcript?  From your Learning Center Dashboard, locate the "My Achievements" link at the top of the page. By clicking on My Achievements, you will be taken to the My Achievements page. From the My Achievements page, you can view your transcript which shows the courses you have completed along with the applicable score.   Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST Click Here to Submit a Support Ticket   Back to top   How do I print my transcript or individual course completion? From your Learning Center Dashboard, locate the "My Achievements" link at the top of the page. By clicking on My Achievements you will be taken to the My Achievements page. From the My Achievements page, you can: view your transcript which shows the courses you have completed along with the applicable score. either print your entire transcript or print an individual completion. To print the entire transcript, click the "Print Transcript" button under the "My Achievements" title. To print an individual course completion certificate, locate the course and click the printer icon button that is located to the right of the Date Completed. This will print your course completion certificate.   Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top   How do I email my transcript or individual course completion? From your Learning Center Dashboard, locate the "My Achievements" link at the top of the page. By clicking on My Achievements you will be taken to the My Achievements page. From the My Achievements page, you can: email your entire transcript To email the entire transcript, click the "Email Transcript" button under the "My Achievements" title. You will then be prompted to enter an email address. email an individual completion. To email an individual course completion, locate the course and click the email icon button that is located to the right of the Date Completed. You will then be prompted to enter an email address.   Questions? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top     Related Questions | For Learners | Encounter an issue with your course? | For Learners | Questions about your course?   Can’t find what you’re looking for? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST Click Here to Submit a Support Ticket   Back to top View All Top Questions for Administrators Updating employee roles Select the Issue: How do I change my employee’s role? What roles can I assign, and what does each one do? Related Questions.     How do I change my employee’s role? You can change an employee’s role through the admin console: Click on Assignments. Locate the desired employee, and click on their name. In the Employee Information section, you can choose both Organizational and Learning Management roles. further information on these roles can be found in What roles can I assign, and what does each one do? Once done, click Save Changes. Then close the pop-up. Back to top   What roles can I assign, and what does each one do? The roles are organized into two categories, Organizational and Learning Management: Please note that employees can be assigned multiple roles from both categories. Organizational Roles: Reporting – This role allows the employee to see and access Reporting from the admin console. Their access will vary based on the other roles they’ve been assigned. Admin Console – This provides the highest level of permissions. The employee will have access to all the data in the Admin Console. It also provides Admin access in the Learning Center. Reporting Access: They will be able to return data from all employees, based on the report they ran. Data Manager – Grants the employee access to the Data Manager. This allows them to manage the company’s Employees, Locations, and Positions by adding, removing, or editing the information. Learning Management Roles: Manage Employees – Allows the user to see the My Employees tool in the learning center. If they are a Group Leader, they will see all employees at their Locations in their Group. Reporting Access: they will only be able to access Quick Reports, and will only see users from their current location. Instructor – Only available to Gold & Platinum clients. The user will only be able to access the Instructor-Led Courses tab in the Admin Console, and the Learning Center. Reporting Access: They will only be able to access Quick Reports, and will only see users from their current location.   The Client Resource Center also contains further information on Roles and Permission. Click on the Resource Center icon in the Admin Console . Locate the Setup Tools section. Click on the link for Roles and Permissions.   Back to top   Related Questions   | For Administrators | General Questions | For Administrators | Questions about the Admin Console?   Can’t find what you’re looking for? Contact us by: Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST Click Here to Submit a Support Ticket   Back to top   General Questions Select the Issue: What site should my company use to login? Can I sign up for courses / how do I sign up for courses? How to clear your cache, cookies and/or browser history. Related Questions.     What site should my employees use to login? Your company has a unique URL through which your employees should be accessing Vision: The format is https://www.gracehillvision.com/ and your company’s unique identifier. For Example: https://www.gracehillvision.com/companyName If you are unsure of your company’s unique identifier, contact us at: Phone: (866) 472- 2344, Mon-Fri 8:00am-7:00pm EST Click Here to Submit a Support Ticket What site should my employees use to access the Kingsley Portal? Please use the link below to access the Kingsley Portal: Click the link https://kingsleyportal.com/. Back to top   Can I sign up for courses / how do I sign up for courses? As an admin, you can sign up for courses the same as any user. To do so: Log into VisionX through your company’s URL. Within the Admin Console, Click on Applications in the top right of the screen. Select Learning Center to access VisionX. Go to My Library, Select the Online Courses tab. Click on the course you wish to add. Click on your Bookbag, and select the course to access it.   Back to top   How to clear your cache, cookies and/or browser history.  The answer to this depends on the type of computer you have and the browser you utilize. Determine the right steps for you. For further information please contact us at: Phone: (886) 472-2344, Mon-Fri 9:00 am-8:00 pm EST Click Here to Submit a Support Ticket Back to top   Related Questions | For Administrators | Questions about the Admin Console? | For Administrators | Updating Employee Roles   Can’t find what you’re looking for? Contact us to speak to a Support Agent now: Phone: (866) 472- 2344, Mon-Fri 9:00am-8:00pm EST Click Here to Submit a Support Ticket   Back to top How should a learning administrator contact Grace Hill?   How do I contact Grace Hill? You may contact us by: Phone: (866) 472-2344, M-F 8:00 am-7:00 pm EST Click Here to Submit a Support Ticket   Back to top     Questions about the Admin Console? Select the Issue: Setting up my reports. My reports data is incorrect, out of date… Can I delete/remove an employee from our records? Can I merge duplicate accounts? Related Questions.     Setting up my reports. Please follow these steps to ensure that your reports are properly constructed: Go to the Admin Console, and click on the Client Resource Center icon. Scroll down to the User Guides section. Click on the reporting files in the Managing Vision sub-section. Quick Reports: Provides a list of the types of quick reports that can be generated by the reporting tool. Admin Quick Reports: Contains a list of the types of quick reports that can only be generated for Admins. Dashboard: Provides a general walkthrough of how to use the Reporting tool, and the features offered. Distributions: Contains a walkthrough on how to setup Distribution lists to automatically send reports to specific employees. Creating and Managing Reports: Provides a walkthrough on how to create custom reports. If the documents do not address your questions, please contact us at: Phone: (866) 472- 2344, Mon-Fri 9:00am-8:00pm EST Click Here to Submit a Support Ticket   Back to top   My report data is incorrect, out of date… Please follow these steps if your reports are returning incorrect information: If you have not done so already, review the steps in setting up my reports to ensure your reports are properly setup. If the errors persist, please contact contact us at: Phone: (866) 472-2344, Mon-Fri 8:00am-7:00pm EST Click Here to Submit a Support Ticket Back to top   Can I delete/remove an employee from our records? Employees cannot be fully removed from the system, but their accounts can be inactivated: Go to the Data Manager, and select the Employees tab. Click on the row containing the specific user account you wish to inactivate. The Employee Details screen will display. Change the employee’s Status to Inactive. Click Submit Changes once all changes have been made. Back to top   Can I merge duplicate accounts? Duplicate accounts can be merged through the following steps: Go to Applications and select Data Manager. Click on Employee Tab. Click on Merge Employees. Select the accounts you would like to merge. Click on Merge These Employees. Select the account you want to merge the employees into. Click on Finish Merge. Back to top   Related Questions | For Administrators | General Questions | For Administrators | Updating Employee Roles   Can’t find what you’re looking for? Contact us to speak to a Support Agent now: Phone: (866) 472- 2344, Mon-Fri 8:00am-9:00pm EST Click Here to Submit a Support Ticket   Back to top View All Contact Customer Support If your questions cannot be answered on our Support website, feel free to send us a message so we can better serve you. Send a Message Important notes: - Published on: 2020-07-22 17:19:32 - Category: Pages - [Support – ARCHIVE](https://gracehill.com/support/old/): Top Questions for Learners Trouble logging in? Select the Issue: Forgot your username/password? The password you entered was incorrect. The username you entered cannot be identified. I don’t know my VisionX URL Related Questions.     Forgot your username or… ------------------------- # Talent Management > Five Fundamental Questions to Ask Building an effective talent management solution for your company begins with addressing a set of essential questions. Three Actions to Stay Focused On Talent management has a lot of moving parts. But there are three… Full Content: Five Fundamental Questions to Ask Building an effective talent management solution for your company begins with addressing a set of essential questions. Three Actions to Stay Focused On Talent management has a lot of moving parts. But there are three fundamental actions you should always be concentrating on. One Simple, Yet Powerful Concept to Adopt and Apply The Talent Performance Loop provides the framework, components, and process to ensure the three fundamental actions of talent management are always in place and working together. Policies shape training. Training reinforces policies. And assessment measures training. There are no gaps in the process, and each action builds upon the other. Our Products Best-In-Class Solutions. Built for The Talent Performance Loop Our technology-enabled policy, training, and assessment solutions cover the entire Talent Performance Loop. Bolstered by outstanding service-level expertise and customer support, these configurable, scalable, and integrated solutions enable you to develop, retain, and grow your talent. View Our Products "We have been partners with Grace Hill for over 15 years. It's been exciting to see the new solutions they've added in the past couple of years. And how today, they're helping us tie together our policies, training, and mystery shopping to support the performance of our employees and properties." Pattie WoodsVice President, Training and DevelopmentFogelman Properties Stay In The Know Sorry, we couldn't find any posts. Please try a different search. Search for: View All Blog Articles You Might Also Like Compliance Empower Your People to Stay in Compliance Find out about the steps you can take and the tools you need to mitigate operating risk and create a culture of compliance. Learn More To learn more about our solutions, request a demo Request Demo Important notes: - Published on: 2020-07-02 09:08:46 - Category: Pages - [Talent Management](https://gracehill.com/solutions/talent-management/): Five Fundamental Questions to Ask Building an effective talent management solution for your company begins with addressing a set of essential questions. Three Actions to Stay Focused On Talent management has a lot of moving parts. But there are three… -------------------------