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D-Day, Logistics, and Student Housing Turn

Today is the 74th anniversary of D-Day (aka, Operation Overlord); the invasion of Nazi-occupied Europe by Allied forces. The “D” just stands for “Day” and was a term used for any important military day, though now it has become synonymous with Overlord.

No doubt you’re familiar with D-Day, if only because you’ve seen “Saving Private Ryan” which begins with the beach landing. It was (and remains) the largest amphibious military invasion in the history of mankind, and it was a massive success.

Thinking about D-Day made me think about General Dwight D. Eisenhower as he was the Allied supreme commander for the invasion, and further how Eisenhower thought about logistics. In fact, it was his experience with logistics during his time in the military that influenced his decision to create the Interstate Highway System as President in 1956. One of the provisions was that every five miles of the system needed to have a stretch straight and long enough that a fully loaded C-130 should be able to use it as a runway in the event of war.

Eisenhower_d-day

The invasion was really a culmination of several other operations which required the build-up of men and materials. Infantry, ships, boats, ammunition, supplies, rations, fuel, everything needed to support the invasion had to be amassed and then put into motion flawlessly. Can you fathom?

bythenumbers2

Instead of warships, this isn’t much different than the maintenance supplies you may need for turn.

The fact that they knew what they needed, got it where it needed to be and when it needed to be there is an accomplishment so vast it’s impossible to fully appreciate.

If you’ve seen “Saving Private Ryan” then you have a snapshot of what the initial landing likely looked like to the first guys that showed up.

Dday beaches

A lot like a Turn schedule if you think about it.

In the world of Student Housing, our D-Day is “Turn” or the period where students move out en masse around the end of July while a new set moves-in a couple of weeks later. In the middle of our operation, we’re gathering intelligence, making repairs, painting, cleaning, moving furniture, replacing flooring and fixtures as needed, and getting everything ready for a new group of students and their parents.

At Knights Circle, we have some 2,500+ rooms, and we’ll typically turn between 1300-1650 rooms in about two weeks. Every room is unique and we have to record its condition, schedule the work, and ensure everything is shiny by move-in day – regardless of how the previous college student left it. Clearly, you can see how logistics matter, if you’re not already familiar yourself.

Most of the industry uses something like a dry erase board or a legal pad. If you’re turning 100 rooms, maybe that works, but for most places turning 500 or more rooms, that’s insane. Could you imagine Eisenhower overseeing D-Day with a clipboard?

I created an all-in-one solution which we dub our Placement Book or Turn Board, depending on what we’re doing. We use a spreadsheet as opposed to a Google Sheet due to the sheer size and number of calculations necessary to track the mammoth amounts of data. For smaller communities, a Google Sheet is a great solution as it can be accessed anywhere and multiple users can access it in real time. However, I recommend having as few chefs in the kitchen as possible, lest the broth be spoiled.

PB

Placement Book, aka Turn board for managing 2500+ beds.

We keep it updated throughout the year with who lives where, and who have renewed their leases in their current unit. This allows us to do all kinds of things without confusion and creates instant access to information for everyone on the team. Early move-ins? Late Move-outs? Transfers? Need to track carpet replacement for 786 rooms scattered among 2500? No problems at all.

TurnStats

Turnover Stats by building and by phase. This allows us to adjust which days we want to do which buildings depending on how many beds there are to turn in that building. 

Our latest iterations have also integrated real-time move-out inspection data so we know what level of painting, cleaning, or maintenance we may need to assign to our vendors. And our vendors LOVE working with us for this reason as they can get as many printouts as they want.

Due to how much automation we’ve built into our operation, we’re able to run full audits of various databases, conduct our roommate matching, get solid estimates for turn, and keep an accurate picture of our capital inventory by the unit and overall.

Turn is the most difficult part of the business and it hinges entirely on logistics. Accuracy ensures efficiency, which means people don’t get burnt out through long hours, which means their quality of work is better, which leads to fewer mistakes. Everything starts with accuracy and speed – two things most people don’t get at the same time.

The entire operation is a massive logistics game and winning it means winning your whole year. If you’re in Student Housing, and you want a consultation on how you can make your turn the best it can be with what you have, feel free to drop me a line. I love talking to other people in the industry about turn.

I’m no Eisenhower, but the lesson of D-Day hasn’t been lost on me.

 

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When you think you know what you’re looking for.

In this undated video (probably 2008), Best Selling Author Malcolm Gladwell explains how we have a fundamental mismatch problem in how we assess which people will be successful in a given field. He starts with the differences between NBA scouting combine results and how players actually wind up fairing in the league and then goes on to point out all sorts of other gaps as only Gladwell can

The whole talk is fantastic as Gladwell may be the greatest storyteller of our time. I could listen to the man read a Swahili phone book and I would swear it was Les Miserables.

Gladwell’s point here is that we absolutely suck when it comes to using criteria that will give us a meaningful incite to the how well a person will perform in a given role. For Teachers, we require all manner of certificates only to find these have virtually no impact on the actual performance of the teacher. Job interviews are generally only good for finding out if you’re attracted to someone, it turns out. Or perhaps they’re only useful for discovering if someone is very good in social interaction, but for all sorts of other jobs, how well one does in an interview translates poorly to the ultimate role they’ll have should they be hired.

Around ten years ago we had a major issue in a tough market where our newest Community Managers were getting their clocks cleaned. Their teams couldn’t sell to save their lives, and these new Managers were grossly incapable of teaching them how to sell as they’d never done it before themselves. How did this happen?

It turns out that we’d been promoting “Rental Managers” aka “Assistant Community Managers” who were responsible for collecting rent, running reports, and that’s about it. They avoided sales related work like it had two types of the plague. So, of course, when they got promoted to their own ship they had no idea how to hire for sales ability or how to teach it.

Why would we do this? Because the people in charge of minting the new Community Managers were people who lived in glass offices and who dealt a lot with reports. Guess who typically had great reports? Rental Managers. They were two peas in a pod. Of course, the Brass new that sales mattered, but they overlooked this factor when hiring because they liked the cut of the RM’s jib. They could see a bit of themselves in these up-and-comers, and did you see how clean their reports were? Plus they tended to LOOK like Community Managers.

The most vital component in a Community Manager at the time (in the toughest student rental market in the country) was the ability to rent units, the ability to hire people who could do likewise, and the ability to train the uninitiated on their team. And here we were hiring without any real regard for that fact. The people we should have been promoting to these roles were our best salespeople who lacked any of the care or ability for the paperwork reporting. That’s a relatively easy problem to solve – at least far easier than a whole team at a community that can’t sell ice water at noon in Phoenix.

Maybe the answer would have been to split the job into equal halves; give two nearby communities to a pair of Managers. One would be in charge of the sales and training for each while the other handled the books and reporting. The two would compliment one another and with any luck, some of their skills would rub off on each other. Maybe an Area Manager would have been the way to go, with a couple of executive salespeople put in place to cover the selling and training. There’s any number of solutions, but we were wildly wrong on our criteria for assessing a simple promotion and it cost us big.

I’m sure this mismatch is all too common for you as well. How many times have you experienced one in your life, where you or your organization made decisions on things by assessing criteria that mattered not a bit in determining the outcome or the best course of action? What blinded you? How did you eventually see past it, or have you?

You deserve to be recruited

 

You’re talented, you’re just not industry-famous. Yet.

You’re probably not even looking for your next opportunity. But wouldn’t it be nice if your next opportunity was looking for you?

That’s why we exist.

We’re student housing veterans, curating talented candidates for industry leaders. By pre-qualifying candidates and presenting only those we feel would be a great fit for the culture and location of the job at hand, we save time and effort for employers seeking to find their next rock star.

We’re confidential, free to talented candidates, and focused solely on the student housing industry.

Hiring Managers: You have incredible turnover, and the process of finding talent is tedious, and often unfruitful. We seek to help you quickly identify talent where you are, that’s pre-qualified, and a great fit for the culture you’re trying to build.

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We know all of this because we have around 40 plus years of experience at all levels of the industry. Creating a space for top talent to congregate just sounded like an amazing opportunity, so that’s what we did. We’re continuously refining our searchable criteria, and working on ways to best help your new career move find you.

Not a rock star yet? Are you a Leasing Agent, or CA, and thinking you want to make student housing a career?  We want you too! Among the toughest gigs to fill are Leasing Manager and Marketing Manager positions. We’ll be looking at you if you’re interested in making that step up.

Because privacy is essential, we let you make the decisions. Don’t want to put it on blast that you’re open to a promotion to the next level? Great. Sign up with us and let us know to contact you first to gauge your interest. It’s that simple. Or, if you’re wide open to having us share you with the world, we’ll do so when we find a job that sounds perfect for you. The point is, we’ll only share what you want us to.

It’s a new age, with new rules. You deserve to be recruited.

Let us know about you in as little as sixty seconds and we’ll be in touch for more info. Know someone in student housing? Send this to them to share the love. TalentPath.com

 

Apartment Video Maintenance Tips, Made Easy

I hate when things break around the house. Having bought my first one three years ago, I’ve often found myself in the position of trying to figure out how to repair various issues on the fly. With YouTube as the Time Life books of our generation, there haven’t been many things I’ve needed to call someone for.

A light bulb came on: quick access, to short videos about common maintenance issues, would be wildly helpful to our Residents. Housing college students means that necessarily a good number of them have never; done their own laundry, run a dishwasher, or unclogged a toilet. A website that explains how to do it themselves is a non-starter. Ditto for a manual or handbook. For Millennials, video is king. Even better, every one of them come with a mobile video player permanently affixed to their hand. How do you leverage that?

We worked on a series of videos with important questions in mind: What’s the vital information we’d want someone to know in a moment when they need it most? What are the types of calls we get all the time that take seconds to fix? Resetting a breaker, a GFI, unclogging a toilet, resetting a garbage disposal – all the easy stuff that a Resident could do themselves in seconds, if they only knew how.

Important to the project was making sure we didn’t make each video too long, or make it complicated in any way. A three minute run-time would kill our click-through rate. Most of our videos are 20 seconds or less and specialized to whatever you’re looking for in the moment.

Knight Circle's new magnetic QR code/short URL sheet for fast video maintenance tips.

Knight Circle’s new magnetic QR code/short URL sheet for fast video maintenance tips.

You can either scan the QR code with your phone or type in the short URL for each area of the apartment, and then you’ll get a playlist of videos to choose from on our YouTube page. At first, we toyed with the idea of stickers on each appliance or area of the home with a quick link to a video specific to that item, but this quickly proved unwieldy. We settled on a 6″x9″ magnet that could be placed on the fridge in each unit – an area where it’s likely to survive and be ever-present in our Residents lives, but not intrusive.

Starting this August, we’ll be placing them on each Fridge as we complete our final inspection walks prior to move-in and dropping some info to look out for them with our new move-in email.

Our mission states that we seek to simplify the complicated and we think this is a huge step in that direction. By allowing our Residents to quickly learn easy lessons about apartment maintenance, and by relieving the work load for our Technicians and CAs, we can free up time better suited to proactive items that really deliver value.