December 18, 2023

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.

Property #2 in Texarkana, TX

Cohen-Esrey Communites (CEC) has assumed management of the Sunset Apartments in Texarkana, TX for a third-party client. This is the second property the firm is managing in Texarkana. The first is the nearly completed; Lofts at the Grim, a Cohen-Esrey Development Group (CEDG) historic community. The two-story buildings at the Sunset contain 150-units for families and was built in 1969. The property offers 636 square foot one-bedroom units at $790 per month. Two-bedroom units are 840 square feet and rent for $935. Three-bedroom units are 950 square feet and rent for $1,097. This affordable property is a block away from the seven-acre Scott Joplin Park and children of residents can use an on-site playground or walk to the park for an even more expansive array of play equipment. The Sunset Apartments is one of a portfolio of 26 properties for which Cohen-Esrey is assuming management from November 2023 through February 2024. A second portfolio of five properties owned by a different third-party client is also set to also be managed by CEC. These new third-party management assignments total nearly 2,600 units involving 10 states.

Texarkana is a city in Bowie County, Texas, United States, in the Ark-La-Tex region. Located approximately 180 miles east of Dallas, Texarkana is a twin city with neighboring Texarkana, Arkansas. The Texas city's population was 36,193 at the 2020 census. The city and its Arkansas counterpart form the core of the Texarkana metropolitan statistical area, encompassing all of Bowie County, Texas, and Miller County, Arkansas. The two cities had a combined population of 65,580 in the 2020 decennial census, and the metropolitan area had a population of 149,482. Railroads were quick to see the possibilities of connecting markets in this vast area. In the late 1850s, the builders of the Cairo and Fulton Railroad were pushing their line steadily south across Arkansas. By 1874, they crossed the Red River and reached the Texas state line. Between February 16 and March 19, 1874, trains ran between the Texas border and the Red River, whence passengers and freight were ferried north to Fulton, Arkansas to continue by rail. The Red River Bridge opened on March 20, 1874. Since then, trains have run directly from Texarkana to St. Louis, Missouri. Ragtime music composer and pianist, Scott Joplin hailed from Texarkana as did politician and businessman, Ross Perot. The Four States Auto Museum is a popular tourist venue (see photo).

Shlonda Fields (2023) is the Property Manager and Alisha Brooks (2017), is the Regional Manager. Hayley Fisher (2023), is the Property Accountant, Emily Fletcher (2022), is the Property Accounting Assistant, and Rodney Chmidling (2015), is the Accounts Payable Specialist.

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

Christopher McGee – Loretto at Creekside, Live Oak, TX – Lead Maintenance Technician
Gilbert Benjamin – Loretto at Creekside, Live Oak, TX – Groundskeeper
Mary Montoya – Loretto at Creekside, Live Oak, TX – Maintenance Technician
James Gray – The Maxwell, Kansas City, MO – Lead Maintenance Technician
Diane Spading – Geneva Tower, Cedar Rapids, IA – Property Manager
David Eanes – Park at Forest Hill, Memphis, TN – Leasing Agent
Christopher Hines – Northwoods, Kansas City, MO – Assistant Property Manager
Isaac Puckett – Lofton Place, Fort Worth, TX – Lead Maintenance Technician
Chris Watkins – Trails at Lehow, Englewood, CO – Property Manager – Rehire
Cedric Benton – Champion at Bluegrass, Lexington, KY – Property Manager
Arlette Galvan – Carlyle, Shawnee, KS – Assistant Property Manager
Jose Trevino – Pam Apartments, Pampa, TX – Maintenance Technician
Carl Riese – Sinclair Flats, Mankato, MN – Maintenance Technician
Callee Stephens – Carlyle, Shawnee, KS – Leasing Agent
Brandon Hedges – Carlyle, Shawnee, KS – Lead Maintenance Technician

Meet the St. Thomas/Grant Historic Team

Meet the St. Thomas/Grant Historic team. Amanda Trew (2020), Property Manager and Dustin Trew (2020), Maintenance Technician. The St. Thomas Historic Residences is in Colby, KS and the Grant Historic Residences is in Goodland, KS – 39 miles apart. Both historic properties were developed by the Cohen-Esrey Development Group (CEDG). We are grateful to Amanda and Dustin for the work they do to deliver Customer Fulfillment on these two western Kansas properties.

Introducing Ella Kinkade!

World, meet Ella Kinkade, born to Lydia (2013) and Kyle Kinkade on December 5, 2023! Eleanora (Ella) Frances Kinkade was 9-pounds 9-ounces and 21-1/4” long. Big sister Kate and big brother Marcus are head over heels about their little sister. What a magnificent Christmas gift for this beautiful family! Lydia says that the name Eleanora comes from her great, great, great grandmother, born in 1870 who was Willem de Sitter’s wife, the family celebrity who worked with Albert Einstein on the theory of relativity.

Lydia is the Managing Director for Innovation in Motion (iiM) and is the Fund Manager for the Cohen-Esrey Apartment Investors (CEAI) co-investment funds.

Congratulations to the Kinkade family on the birth of this little chubby cheeked bundle of joy!

Transformational Construction!

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

Foundation prep is happening at The Launchpad in Colorado Springs, CO,

Work is ongoing inside Building 2 at the Loma Vista Lofts in San Antonio, TX.

Now three of the four floors are framed on Building 1 at the Loma Vista Lofts.

Good weather continues to be beneficial at Panorama Heights in Colorado Springs, CO.

Plumbing has been stubbed for the final concrete pad at the Lofts at Creekview in San Antonio, TX.

Interior finish work in full swing at the Trails at Lehow in Englewood, CO.

A bird’s eye view of the Lewis Lofts site where foundation work is about to begin in Mankato, MN.

The reception counter in the lobby at the Lofts at the Grim in Texarkana, TX.

Ryan Huffman Nominated for IREM Post

We are pleased to announce that Ryan Huffman, CPM (2002), Chief Operating Officer, has been formally nominated by the Nominating Committee as the 2025 Secretary/Treasurer Nominee for the Institute of Real Estate Management (IREM). This will put Ryan into the IREM leadership arc to be the Secretary/Treasurer in 2026, President-Elect in 2027, and the International President of IREM in 2028.

IREM is an international institute for property and asset managers, providing complete knowledge solutions to take on real estate management’s most dynamic challenges. For 90 years, IREM members have been the world’s strongest voice for all things real estate management. Today, IREM has almost 20,000 leaders in commercial and residential management in 43 countries with 17 international chapters. IREM members manage $2.1 trillion of property including 38% of the nation’s federally assisted housing communities, 32.4% of the nation’s market rate communities, and 24% of the country’s public housing. The coveted Certified Property Manager (CPM) designation along with the Accredited Residential Manager (ARM) designation are seen as the industry’s gold standard for property management education.

Ryan has been involved with IREM for over 20 years of his career. He was awarded the CPM designation in 2005 making him the youngest CPM in the country. He served on the local Kansas City Board of Directors starting in 2011 and was the President of the chapter in 2018. Ryan was twice named CPM of the Year for Kansas City in 2014 and 2018 and is the only member to have received the honor twice. At the international level, Ryan has served on IREM’s Governing Council, Chair and Vice-Chair of the Federal Housing Advisory Board, Member of the Legislative and Public Policy Committee, Regional Vice President for Region 10, and is currently a Director on the International Board of Directors and the IREM Liaison to the National Association of Realtors (NAR) Professional Standards Committee.

As Ryan continues his IREM journey, he will represent the Institute and Cohen-Esrey nationwide and on the international stage in countries like Japan, Canada, South Africa, Dubai, and more. He will have the opportunity to show our best practices around the world and bring theirs back here to us.

We are excited for Ryan and look forward to being a part of this journey with him. Congratulations!

Leadership in Focus

By Karen Crouch (2019), Director of Customer Fulfillment

Self-Assessment and Self-Awareness: A Foundation for Leadership Growth

Welcome to "Leadership in Focus," a series dedicated to nurturing and refining your leadership skills in property management. Over the coming months, we will explore essential lessons to either kickstart your leadership journey or enhance the skills you already have.

Remember, true leadership is an ongoing journey of growth and adaptation. This series is your starting point, laying the foundation for effective leadership and guiding your continuous development.

Join us as we delve into the core principles of leadership in property management, offering practical steps and insights to help you become a more impactful leader in this dynamic industry.

Understanding Your Strengths and Weaknesses

Conduct a Comprehensive Self-Assessment: Engage in a thorough and honest self-assessment to identify your unique leadership qualities and potential areas for growth. Recognize that every individual has a blend of strengths and weaknesses; acknowledging this is the first step in your growth journey.

Utilize a Balanced Approach: Approach your self-assessment with honesty and openness. Acknowledge your strengths with humility and embrace your weaknesses not as failures, but as opportunities for improvement and learning.

Cultivating Deep Self-Awareness

Explore Your Inner Landscape: Delve into your emotional world. Ask yourself key questions: What fuels your passion? What fears hold you back? What situations trigger stress or anger? How do you maintain optimism and motivation? Understanding these emotional triggers and responses is essential for effective leadership.

Reflect on Daily Interactions: Consistently reflect on your interactions. How do your emotions and motivations influence your behavior with your team? This ongoing reflection is crucial for adapting and refining your leadership approach.

Practical Steps to Enhance Self-Knowledge

Leverage Available Tools and Resources: Utilize tools such as Caliper assessments to gain insights into your behavioral tendencies and leadership style. Participate in the Leadership Quick Connect to share your thoughts, gain insight, and ask questions. Delve into the written and video resources designed to clarify, direct, and inspire your leadership journey.

Seek Feedback from Supervisors: Request a leadership style assessment from your supervisor. External perspectives can provide valuable insights that internal reflection might miss.

Engage in Regular SWOT Analysis: Regularly perform a personal SWOT analysis. Identifying your Strengths, Weaknesses, Opportunities, and Threats allows for a structured approach to personal development.

Make Time for Reflection: Integrate reflection into your daily routine. Whether it’s during your commute, after a challenging meeting, or during a quiet moment in the evening, use these times to contemplate your professional interactions and their outcomes.

Explore External Resources: Tap into the vast array of free online assessment tools and countless books related to self-knowledge. These resources can offer fresh perspectives and aid in deepening your understanding of yourself.

The journey towards effective leadership begins with a commitment to self-assessment and self-awareness. By regularly evaluating your strengths, weaknesses, and emotional drivers, and by utilizing a variety of tools and feedback mechanisms, you create a solid foundation for personal growth and improved leadership. Remember, the most successful leaders are those who continuously seek to understand themselves better and are willing to adapt and grow from these insights.

Washington Historic is Cookin’!

The residents of the Washington Historic Residences in Independence, KS, enjoyed a cookout on warm autumn day. Kudos to Amber Rodriguez (2021), Property Manager, for organizing the event! Washington Historic is an affordable community developed by the Cohen-Esrey Development Group (CEDG).

Another Empowerment Story

By Whitney Marshall (2023), Assistant Property Manager, Jefferson on the Lake

Whitney Marshall (2023), is the Assistant Property Manager for Jefferson on the Lake in Olathe, KS. Here is what she has to say about her Empowerment:

Cohen-Esrey has Empowered Me to Thrive by adding family to their workforce instead of just team members!

Over the years, my family and I have relocated and traveled extensively in an effort to find a place we could call home. We embarked on our journey to relocate close to Kansas City in order to be nearer to friends and family after a year of planning and discussions. I had spent a long time working in the hospitality and food service industries, so I never imagined that altering my career path would put me on the road to success.

In May 2023, I was introduced to Cohen-Esrey by Amanda Zepeda (2023), Area Manager. At Jefferson on the Lake, I began as a Leasing Agent and was promoted to Assistant Property Manager six months later. From the first day I started and every day after, I was greeted with open arms at Jefferson on the Lake. Along with a fantastic team that is eager to collaborate and set goals, I was also given the resources I need to succeed. I firmly believe that my success in this company can be attributed to my team, as they have enabled me to achieve goals, I never would have imagined possible.

This industry has taught me that working as a team is essential to success, and when you are employed by an organization that recognizes the value of teamwork, the possibilities for progress are endless.

A Change Coming for the Net Promoter Score

This year, we conducted a formal and comprehensive analysis of our Net Promoter Score (NPS) survey system. This analysis has shed light on key areas needing enhancement. For example, currently, residents receive survey invites when certain events are triggered, such as tours, move-ins, lease renewals, maintenance requests, and move-outs. While effective for sparking survey invites, this approach has its limitations:

Residents without maintenance issues only have one opportunity to respond to a survey each year, while residents with maintenance issues have multiple opportunities to respond to a survey. This skews our data and gives a heavier weight to just one segment of our customers.
Prospects who tour our property receive survey invites that affect our NPS score even though they are not residents. These tour surveys carry the same weight as surveys from actual residents who have lived at our properties for years.
Residents on month-to-month leases and residents with late recertifications are not receiving lease renewal surveys because their annual leases are not executed at the right time.
Move-out surveys are sent to people who are no longer our residents. We can’t really address their concerns; they are no longer our customers.

In addition to issues with this event-based model, we also discovered that the way we include certain responses may have also skewed our NPS score.

Survey responses from residents of properties that we no longer manage receive the same weight as current residents at properties we do actively manage.
Counting surveys older than one year skews the NPS scores against surveys that are more recent and relevant.
Only the head of household receives survey invites, impacting our ability to hear from other adult residents.

To address these limitations, we're moving beyond the event-based model to a more inclusive one.

Starting on January 1, 2024, every resident will receive exactly one survey invite every six months. We will no longer categorize surveys by the events that triggered them. The NPS score will only include surveys received in the last 12 months instead of 18 months. We're also widening our net, inviting all adult residents to voice their opinions, not just the head of the household. Also, we will only include surveys of properties that we currently manage.

Some things will not change: Property teams will continue to be accountable for responding to resident surveys and for addressing resident concerns. We will still recognize amazing property teams with our NPS Leaderboard. We know that eliminating event-based maintenance surveys will result in fewer surveys overall; therefore, we will be lowering the minimum number of surveys needed to qualify for the Leaderboard.

We are confident that these changes will provide each property team with a more accurate pulse on how they are delivering Customer Fulfillment. After all, the NPS score is not just about numbers and feedback – it's about building a community where every voice is heard and valued. We're not just enhancing a system; we're fostering a culture of continuous improvement.

A Family Will Have a Wonderful Christmas!

The Nexus 5 Group and Cohen-Esrey teamed up to host a Christmas fundraiser and volunteer shopping event for Darrioine and his six children through the Operation Breakthrough Adopt-A-Family program.

Operation Breakthrough is a not-for-profit corporation providing a nurturing and safe environment for children of the working poor that began in 1971 by Sister Corita Bussanmas and Sister Berta Sailer. The organization responded to the need for quality childcare and provided a nurturing and safe environment for children in poverty. Operation Breakthrough has grown and expanded over the years, but the vision has been for all children to have the opportunity to achieve their full potential. Information about the Christmas program can be found here: Christmas Program | Operation Breakthrough.

In less than two weeks, Cohen-Esrey and Nexus 5 team members donated a total of $2,634. Of this, $2,234 was spent on our adopted family and $400 has been donated directly to Operation Breakthrough. A special thanks to all who donated money and time that made this event a success and to Jessica Bell (2014), Nexus 5 Senior Project Engineer, for the planning and execution of the fundraiser and shopping events, and to Lizzy Darby (2021) Level 1 Web Developer, for helping to coordinate this Community Impact project.

It’s the Little Things That Make a Big Difference

This is a continuing feature in People & Properties where we highlight small Property Management 101 types of things that should be done to deliver Customer Fulfillment – and cost little to no money.

Let’s talk about FLAGS. Many properties have flagpoles that fly the U.S. flag as well as a state flag and possibly even a property flag. When flags become tattered they distract from the appearance of the property. A U.S. flag that looks like the one pictured is a disgrace and a show of disrespect. The same is true for banners that may be positioned along the front of a community. If flags and banners are faded or in any state of disrepair, they should be replaced.

How Cohen-Esrey is Using Artificial Intelligence – Part 2

By Mark Fletcher (2008), Chief Technology Officer

Last month, I shared an overview of how AI is currently being used at Cohen-Esrey. In this article, I will demonstrate how you can start using AI today with the free version of ChatGPT.

Warning: All generative AI, like ChatGPT, is fallible. You must always sanity-check the results. ChatGPT is improving every day, but use caution.

Creating a Free OpenAI Account to Use ChatGPT:

Sign Up: Visit chat.openai.com and choose the free option to sign up. Provide your email address and create a secure password.
Email Verification: OpenAI will send a confirmation email for verification. Click on the link in the email to verify your account. If you don’t see the email, check your spam folder or request a resend.
Profile Information: Fill in basic profile details such as your full name and phone number. The description section is optional.
Phone Verification: A 4-digit PIN will be sent to your phone number for verification. Enter this PIN on the website to complete the process.
Log In and Start Using ChatGPT:

Now that your future robot overlord knows who you are and how to reach you, everything is in place for you to start using it.

ChatGPT remembers each conversation you have, allowing you to go back and continue past conversations without starting over. There is also a mobile ChatGPT app, which is super handy if you are walking units or working on maintenance issues.

Practical Uses of the Free Version of ChatGPT to Try Out Today:

PMs: Log in to ChatGPT and copy in a recent resident survey response. Ask it to help write a meaningful, personal, and helpful response that you can then post back into the NPS survey system.
Maintenance Technicians: Log in on your phone (or use the free mobile app) to quickly find troubleshooting steps or tips for any HVAC, plumbing, or maintenance issue that is currently stumping you. You can even take a photo of the problem area and upload it to ChatGPT. It will analyze the image and provide ideas.
Leasing Agents: Log in and ask it to help you come up with ideas on how to close a lease more effectively. You can also ask it to help you write an awesome email response to a specific prospect inquiry.
Corporate Team Members: Log in and dump your Zoom meeting notes into ChatGPT. Ask it to identify additional insights and ideas, looking for applicable concepts that were missed in the meeting.
Development Teams: Log in and copy your project’s risk log into ChatGPT. Ask it for ideas on how to mitigate those risks.
Accounting Teams: Log in and ask it to write your extremely complicated pivot formulas for Excel.

The best way to start using AI is to… well… start using AI. Have fun and prepare to have your mind blown. In the meantime, get excited about the next article in this series, where I will talk about new AI capabilities that are likely to become available in 2024.

NPS Leaderboards

The three NPS Leaderboards have been updated as of December 15, 2023, and there has been no change from the previous month. In the 50-Units or Less category Orchard View (Farmington, MO) is the leader with a score of +92.86. In the Properties 51 to 120-Units category, Orchard View (Farmington, MO) remains on top with an NPS of +95.24. And in the Properties of More than 120-Units category, The Boulevard (Springfield, IL), continues its amazing string of first place finishes with an NPS of +90.28. There are 38 properties on Leaderboards – one less than last month, and there are four properties on Leaderboards with an NPS of +90 or higher. They include Orchard View, Orchard View II, The Boulevard, and Mills Crossing. The overall NPS remained steady at +38.

We continue to recognize those properties with a Maintenance Survey NPS that is equal to or exceeds our Overall NPS of +38. To qualify a property must have surveys from the equivalent of 40% of its units or more. We continue to emphasize the importance of providing improved maintenance service to deliver Customer Fulfillment. There are 23 properties this month, three fewer than in November.

Maintenance Ticket Surveys