February 23, 2026

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions.

Landing in Sun Prairie

The Cohen-Esrey Development Group (CEDG) completed construction on the Landing at 818 in the Madison, WI, suburb of Sun Prairie in 2022. The 100-unit property was developed using affordable housing tax credits for residents 55+ and those with disabilities. Residents enjoy a beautiful multi-purpose room with a full kitchen, a large fitness center, package delivery room, resident storage lockers, and underground parking (which is a must in the winter in WI!). Apartnent units have nine-foot ceilings, island kitchens, full-size washer and dryers, oversized windows, stainless steel appliances, plank-style hardwood flooring, private balconies, large kitchens and huge walk-in closets. One-bedroom apartments are 746 square feet and rent from $595 to $1,500 per month, and two bedroom units range from 1,041 to 1,183 square feet and rent from $715 to $1,669 per month.

Sun Prairie, Wisconsin, is a vibrant and fast-growing community located just northeast of Madison in Dane County. Often referred to as “The Groundhog Capital of the World,” Sun Prairie gained national attention through its long-standing Groundhog Day celebration honoring Jimmy the Groundhog. Beyond its quirky title, the city offers a strong blend of small-town charm and modern amenities.

Sun Prairie has experienced significant growth over the past two decades, attracting families and businesses with its excellent schools, safe neighborhoods, and convenient access to Madison’s employment centers. The city features a revitalized historic downtown anchored by Cannery Square, where residents gather for farmers markets, festivals, dining, and community events. Local parks, trails, and recreational facilities—such as the Sun Prairie Athletic Complex and numerous neighborhood parks—provide ample opportunities for outdoor activity year-round.

The community places a strong emphasis on education and civic engagement. Sun Prairie Area School District serves a diverse and expanding student population, supported by active community involvement. Economic development continues along major corridors, bringing retail, healthcare, and light industrial growth while maintaining a welcoming Midwestern atmosphere.

Ash Davis (2026), is the Property Manager, and Rebecca Grimm (2019), is the Regional Manager. Dominic Padilla (2024), is the Property Accountant, and Callie Vannier (2025), is the Accounting Assistant.

We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

Tony Wilson – Rankin Mills, Boonville, MO – Maintenance Technician
Barclay Hunt – Fairfield West Townhomes, Lincoln, NE – Assistant Property Manager
Steven Mercer – Washington Historic Residences, Independence, KS – Maintenance Technician
Don William III – Blue Valley Court, Kansas City, MO - Maintenance Technician

Meet the Lofts at Ventura Team

Meet the Lofts at Ventura team. (L to R) Jermarri Turner (2026), Assistant Property Manager; Christian Paniagua (2023), Maintenance Technician; Carlos Martin (2022), Maintenance Technician; and Melissa Huerta (2026), Property Manager.

Lofts at Ventura (200-units) located in San Antonio, TX, was developed by the Cohen-Esrey Development Group (CEDG) and is managed by Cohen-Esrey Communities (CEC).

Transformational Construction

Construction continues at Cohen-Esrey Development Group (CEDG) future communities.

Furniture has been delivered to the clubhouse at the Lofts at Creekview in San Antonio, TX.

Exterior stone is being added at Overlook 157 in Asheville, NC.

A birds-eye view of Overlook 157.

HR Corner

By Franci Rabinowitz (2025), Recruiter

From Application to Hire: How to use the Paycor Menu

Paycor has many features to help hiring managers during the hiring process. One useful menu is used to communicate what step in the process a candidate is currently in.

Posting Response – This is where all candidates start. Hiring Managers have a chance to review their resume and application before deciding whether to move them on to the next step or pass.

Recruiter Screen – This step indicates that a member of the Recruiting team has reached out to a candidate or is working on setting up a zoom meeting for screening. This is for use by the recruiting team and the next circle is for use by the hiring managers.

Hiring Manager Screen – As a hiring manager, this is where you move candidates that you want to interview for your position. Candidates first screened by a recruiter move to this stage when their information is passed along. Candidates do not have to 1st be screened by a recruiter to move to this stage; you can bypass to expedite the process.

Interview – Once an interview is scheduled, select “interview scheduled’ from the options to enter the date and time which will trigger the scorecard feature.

Offer – Once a hiring manager is ready to offer the position, select “Request Offer Approval” to send it to the Recruiting team for proper approvals. Once approved, the team will send out both the formal offer letter and the background check request.

Don’t forget about the helpful buttons in the top right corner. Hiring Managers can add comments for clear communication about where you are in the process, as well as send emails and texts (if a candidate opted in) to reach out directly to candidates within the Paycor system.

Second Mile Service: How to Turn Residents into Raving Fans (Part 2)

By Kipp Keffel (2024), Director of Training and Customer Fulfillment

In the last issue of People & Properties, we introduced the concept of Second Mile Service and how we can turn good moments into experiences that leave a lasting impression. How we can turn our residents into our biggest supporters and promoters of our properties. We investigated a case study of the champion of this concept, Chick-Fil-A, and the success that they have had since embracing this 100%. In this article, we will look at different roles at the property and how they can embrace second mile service, in every interaction, every single day.

Leasing & Front Office Team Members

First mile: You answer questions, schedule tours, send pricing, submit an application.

Second mile ideas:

Personalize the follow-up: “You mentioned you work nights, would a quieter building placement help? If we look for a unit on the backside of the complex, that will dampen the noise of the roadway.”
Remove friction: Offer two tour time options and include parking instructions. This provides prospects with the ability to gain control, and have a choice, even if two outcomes have already been predetermined.
Pre-empt confusion: “Just so you know, our screening timeline is usually 24–48 hours. I will reach out to you regardless of the outcome, what is the best way for me to get in touch with you?” This gives the prospect peace of mind and removes the gray area and anxiety of not knowing.
Make the handoff smooth: Introduce the future resident to the PM/maintenance contact point before move-in. This puts a name with a face and builds trust and helps remove the awkwardness of trying to build a relationship while the ceiling is leaking water due to a burst pipe.

Resident impact: “They remembered me and made this easy.” “They were flexible and gave me options” “they took the time to have me meet the team, so now I know who to go to for certain issues”

Maintenance Team Members

First mile: Work order completed correctly and safely.

Second mile ideas:

A quick note: “Replaced the disposal. Ran it for 60 seconds to confirm it is draining properly.”
Prevent the repeat: “Noticed the sink trap was loose went ahead and tightened it to prevent leaks.”
Respect the home: Shoe covers, clean area, and a brief “all set” message. Replacing drywall in a bathroom? Make sure to clean up the area and leave it how we find it.
Teach in 10 seconds: “If it jams again, try the reset button under the unit first. Let me show you how to access that.”
Note other issues: “I got your garbage disposal operating as it should, but noticed that your smoke detector was chirping, so I went ahead and replaced the battery and reset the device.”

Resident impact: “They were professional and thorough, and I didn’t have to call back.” “They anticipated my needs and addressed them promptly,” “They went above and beyond to make sure my home is well maintained.”

Property Manager / Assistant Property Manager

First mile: You resolve issues, enforce policies, and manage escalations.

Second mile ideas:

Close the loop: After an issue is resolved, send a short confirmation and ask, “Did we fully take care of this?” “If you notice any issues with the outlet, please reach out and let us know, we will get it taken care of!”
Acknowledge emotion: “I can see why that was frustrating and I do apologize for that. Here is what we are doing and by when.” This lets them know they are heard, we empathize, we apologize for the frustration, here is what we are going to do to resolve this and when they can expect the issue to be fixed. Therefore, delighting the resident, this simple statement exemplifies the HEARD model. Hear, Empathize, Apologize, Resolve, and Delight.
Give a clear next step: Even when the answer is “no,” provide options: “Here’s what we can do…” This shows we are willing to think outside of the box to find a solution.
Use “ownership language”: “I’ll coordinate this and keep you updated,” rather than “Maintenance handles that.” You are the leader of your property, make sure to use language that shows that you are aware, and accountable for getting things done.

Resident impact: “They took responsibility and kept me in the know.” “Communication is never an issue” “PM goes above and beyond no matter what.”

Second mile behaviors that cost $0

Here is a “menu” of second mile moves that work in almost any situation:

Name + context
- “Hi Jordan, following up on the gate access issue you reported yesterday.”
Expectation setting
- “You’ll hear from us by 3 PM, even if we’re still waiting on the vendor.”
Proactive updates
- Silence feels like neglect. Updates feel like care.
Confirm the win
- “Can you confirm everything looks good on your end?”
One-step prevention
- “While we were there, we also adjusted the latch to prevent it sticking again.”
Respect the resident’s time
- Give arrival windows, notify of delays, and keep appointments sacred.

Mini scripts your team can use today

When a resident is upset

“Thank you for telling me. I am going to take ownership of this with you.”
“Here’s what I can do right now, and here’s what will happen next.”

When you do not have an answer yet

“I am still waiting on confirmation, but I am not going to leave you guessing. I will update you by ___.”

After the issue is resolved

“Just confirming this is complete on our side. Did we fully solve it for you?”

This is just a starting point, and how things will look will vary from property to property, but the core principle remains the same. So, let us take the steps to turn our residents into raving fans, and turn good moments into experiences that they will never forget. Taking the time to embrace this concept will improve resident relations, alleviate stress on the property team, and lessen hostile interactions. I do not guarantee much, but I guarantee you will see an improvement at the property if you embrace this concept wholeheartedly in your everyday, it will pay dividends. Every conversation you have, every service request you complete, and every tour you give, add in a sprinkle of second mile service and it will pay off, who knows, you might even start saying “My pleasure!”

Historic Buildings of Cohen-Esrey

Cohen-Esrey has a long history of developing and/or managing some really cool historic buildings. In this series, we feature one such building in each issue.

Lofts at the Grim

The Hotel Grim in Texarkana, TX, is a landmark historic building that opened in 1925 and was named for local businessman William Rhodes Grim, a prominent banker and community leader. At the time of its completion, this eight-story, 250-room hotel was one of the tallest and most prestigious structures in the city, serving as a social hub with grand public spaces like the Palm Court, ballroom, and rooftop garden.

After closing in 1990, the once-elegant hotel stood vacant for decades, deteriorating but remaining an iconic reminder of Texarkana’s early 20th-century growth. In recent years it has been carefully restored and reopened as the Lofts at the Grim, combining historic preservation with modern residential use and contributing to downtown revitalization.

The Cohen-Esrey Development Group (CEDG) redeveloped this building and converted it into 93 affordable apartments.

How Technology and AI are Impacting Apartments

Technology and artificial intelligence are poised to significantly reshape the apartment industry over the next decade, influencing everything from development and operations to resident experience and investment strategy.

On the operations side, AI-driven property management platforms will streamline leasing, maintenance, and financial reporting. Predictive analytics can anticipate maintenance issues before they become costly repairs, reducing downtime and extending asset life. Smart building systems will optimize energy usage, lowering operating expenses while supporting sustainability goals – an increasingly important priority for residents, investors, and municipalities alike.

In leasing and marketing, AI will personalize the renter journey. Chatbots and virtual assistants already handle inquiries and schedule tours 24/7, but future systems will analyze prospect behavior to tailor pricing, follow-up communication, and unit recommendations in real time. Dynamic pricing models, powered by advanced data analytics, will allow operators to respond quickly to changing market conditions while maximizing occupancy and revenue.

From an investment and development perspective, AI will enhance site selection, underwriting, and risk assessment. By aggregating demographic trends, migration patterns, employment data, and consumer preferences, technology will help leaders make more informed capital allocation decisions. Construction technologies, including modular building and AI-assisted project management, will improve timelines and cost control.

Perhaps most importantly, technology will elevate the resident experience. Smart-home integrations, seamless digital payments, online service requests, and data-informed community programming will create more connected, convenient living environments.

For apartment owners and operators, the opportunity is substantial – but so is the responsibility. Successful organizations will balance innovation with data security, human connection, and disciplined execution. AI will not replace leadership or culture, but it will amplify the effectiveness of teams that embrace it strategically and thoughtfully.

And the Winners Are . . .

Thanks to the Fun Team for sponsoring a Valentine’s Box decorating contest. Our team of three judges (who did not have entries or any affiliation with the Fun Team Committee) scored the entries blind (no names or what entity the box came from) and based upon a few different factors including creativity, craftsmanship, and cuteness! Then the scores were tabulated to determine the final rankings. Because of the number of submissions, we will have a top three for field entries, and a top three for corporate entries. Thanks to everyone who participated!

Field Winners

First Place – Shondel Sanborn

Holiday Apartments

Second Place – Michelle Drew Greenridge

Third Place – Araceli Lopez Elmhurst Terrace

Corporate Winners

Kayla Oler – Customer Fulfillment Advocate

Kipp Keffel – Director of Training & Customer Fulfillment

America Hernandez – Accounts Payable Clerk

Waiting in the Wings

The Cohen-Esrey Development Group (CEDG) always has a pipeline full of projects. This will be a periodic feature in People & Properties where we will focus on a development deal that is pending.

In this issue, we are featuring The Winthrop (formerly 711 New Hampshire) in Lawrence, KS.

Funding Sources: Equity from federal and state affordable housing tax credits awarded in 2025. Tax-exempt bond debt.

Estimated Project Cost: $30 million

Number of Units: 94

Resident Profile: Seniors

Construction Start: Late 2026

Development Director: Jack Brenton (2018)

Cities of Cohen-Esrey

Rapid City, SD: Gateway to the Black Hills

Rapid City, SD, known as the “Gateway to the Black Hills,” blends natural beauty, western heritage, and modern hospitality. Located on the eastern edge of the Black Hills National Forest, the city serves as a convenient base for exploring some of America’s most iconic landmarks, including Mount Rushmore, Crazy Horse Memorial, Custer State Park, and Badlands National Park.

Downtown Rapid City is lively and walkable, featuring local shops, art galleries, restaurants, and the unique “City of Presidents” project—life-sized bronze statues of U.S. presidents displayed along the sidewalks. Main Street Square acts as a year-round gathering place, hosting concerts, seasonal events, and an ice rink in winter.

Outdoor recreation is central to life in Rapid City. Residents and visitors enjoy hiking, biking, rock climbing, fishing, and scenic drives through pine-covered hills and granite formations. The nearby Black Hills offer miles of trails and wildlife viewing, while the region’s clear skies and open landscapes create a strong sense of space and freedom.

Rapid City also has a rich Native American heritage, reflected in cultural centers, art, and local events that celebrate the history and traditions of the Lakota and other Plains tribes. With a growing healthcare sector, regional airport, and strong tourism economy, the city balances small-town friendliness with regional importance, making it both a welcoming community and a vibrant destination.

Cohen-Esrey manages an 81-unit affordable apartment community – West Park Apartments – in Rapid City for a third-party partnership.

An Empowerment Story

Being part of Cohen-Esrey has been more than a job – it has been an opportunity to grow with purpose. The company’s commitment to building strong communities extends beyond residents to the team members who serve them. Through collaboration, accountability, and a people-first culture, I’ve been Empowered to strengthen my skills and take ownership of my professional development.

Cohen-Esrey fosters an environment where innovation and service go hand in hand. We are encouraged to think proactively, solve challenges creatively, and always keep the resident experience at the center of what we do. That balance of operational excellence and human connection has strengthened my ability to lead, adapt, and make meaningful contribution

A major part of that growth comes from the leadership I experience daily. Brent Phillips (2021), Maintenance and Safety Director, leads with patience and understanding and is always willing to be hands-on, no matter the task. He would never ask me to do something he wouldn’t do himself. That example sets the standard and motivates me to approach my work with consistency, integrity, and a team-first mindset.

A Fun Photo!

Where is this fitness center? See below . . .

Big Chair Lofts in Thomasville, NC

This is How It’s Done . . .

By Arley Hoskin (2022), Leasing Performance Strategist

Community Creates Success

When asked what makes a property manager successful, Shire Property Manager Tracey Stoneking (2024) sums it up in one word: community. Tracey started her career in property management 25 years ago, working in a manufactured home community.

“I started in manufactured housing. At that time, I lived in the community, and they needed someone for the office,” Tracey said.

She began by handling collections and later transitioned into the role of property manager. Tracey worked as a property manager in Cedar Rapids for 20 years until her husband’s job brought them to Sioux City, IA.

In Sioux City, Tracey began working in multifamily communities. Her experience ranged from completing recertifications for tax-credit properties to managing market-rate properties. She worked at three historic properties and completed one lease-up. “I loved it,” she said.

Tracey has been at her current community, Shire in Sioux City, for about a year. The 64-unit property provides housing for people who are 62 years or older or who have a disability. Tracey’s property currently ranks eighth on the Net Promoter Score (NPS) leaderboard with a score of +48.15.

“This property runs like nothing I’ve ever experienced before,” Tracey said. “It’s truly a community. It’s like family.” She believes that getting to know residents helps keep the NPS score high. “I have to make sure that I take some time each day to sit down and talk with the residents,” she said. “They just want to know that somebody cares.”

Tracey’s regional manager, Rich Barone (2026),said she serves as an example of what other property managers should aspire to be. “Tracey sets the standard. She leads with consistency, accountability, and genuine care for both her team and residents,” Rich said. “She is the person others turn to for support and guidance, and her influence is felt well beyond her own property. Her commitment to exceptional service is reflected in her consistently perfect 10/10 NPS scores, proving that her leadership drives real, measurable results.”

Rich describes Tracey’s leadership style as a servant-leader model. “Tracey leads from the trenches. She knows her property because she’s in it, walking it daily, watching curb appeal, and addressing issues before they become problems,” Rich said. “She door-knocks to handle delinquency, keeps legal notices on time, stays fully collected every month, and fills units quickly by actively working her waitlist. She proves that when you take ownership, stay visible, and do the work, the results follow.”

Tracey currently has no delinquencies and a waitlist at her property. She plans weekly, monthly, and seasonal activities for her residents, creating a dorm-like feel for the seniors who live at Shire. “We have a lot of activities,” she said. “Our community room doesn’t go empty.”

Tracey offers simple advice to other Property Managers. “Communicate with your residents and listen. When you do those things and take the time to listen, it makes a difference,” she said.