orlando student housing

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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Show Up. Or, Why Omelets Don’t Matter.

Note: this is a classic post from July 2012, hope you enjoy.

We’re all presented with a thousand decisions in a day – even the ones we don’t make are technically decisions – and I observed a few today and I thought I would share as I feel they are:

1. Completely random – so a good example of our lives.

2. Indicative of a theme I’d like to touch on – but let’s not spoil the fun just yet.

First, we have a Bistro at work which serves between 4 and 12 thousand meals a week. No biggie there, we’re getting quite good at it. One of our front line people is the best – totally awesome. She makes remarkable omelets with the deft precision of a Samurai, that happens to hold a personal grudge against unborn chickens.

Mmmmmm Omelet

 

 

 

 

On this particular morning we’re hosting a large sports camp which features 120 kids and assorted coaches. Towards the end of breakfast this omelet samurai asks me if she can make one of her famous omelets for the Head Coach (it’s his camp) as she wasn’t sure if he paid or not. This concern was voiced directly in front of said Coach whose business we’re eager to retain – omelets are never extra with breakfast.

Second: I’m told that we reportedly rebuffed a new Resident who relayed that their AC was not in working order on Saturday. As it didn’t constitute an “extreme emergency” we told them to wait for Monday. For those not familiar with Florida in late July, allow me to put down rumors about the unending cold front we experience during this time of year. In fact, we have Emergency Maintenance defined as “No AC when the temp outside is over 85 degrees.” I believe it was 99 on this particular day, though it could have been 93.

Third: A Senior Associate informs me that a parent is on the phone and wishes to renew their kid’s lease under an old offer letter we sent out weeks ago. The current offer is a much better deal for the Resident/Parent and we always offer unsigned leases the current deal.

It's that easy

So, what do all these have in common? This question haunted my entire day.

 

 

At my old place of work, we had these portraits of all the employees on the wall and each had a quote that supposedly the person lived by. The majority said some fluff like “Seize the day” though one stood out to me for its simplicity and eloquence. It read simply “SHOW UP.”

I thought “Is this good?” and let it marinate. Then, after a half hour, I grilled it up with some delicious business acumen and served it with a glass of “OH YEAH.” The words were from a new friend named Dan O’Connor and I couldn’t help but roll around in their brilliance. SHOW UP! How deep did those words go?

The decisions I cited all shared a lack of “showing up” – not in the physical sense, but in the other, deeper sense. Of being mentally “there” where things really happen. I’ve come to appreciate that the big difference between getting it done and saying we gave it our best, is the belief that by simply standing our post, that we’ve managed to “show up.”

Not by a long shot.

It’s not stupidity or ignorance of lack of experience – these three individuals are all some of our best. Seriously, I tout their drive and desire constantly. This was a case of not being there mentally, in a moment, and that’s all there is.

Make the omelet! Paid or not, who cares!? I’ve never beaten or punished someone for giving away three eggs and some veggies! Take a chance! On the guy you KNOW is the “The GUY” we’re trying to impress. Don’t call him a cheapskate in front of his face!

What, exactly is “an extreme emergency” pray tell? As opposed to a regular emergency? Which we don’t care about? If Weather.com tells you it’s 83.5 degrees outside and they’re not happy, call it in!

They want to renew and you want to pick a fight? Over someone giving you their hard-earned money? TAKE IT! By any means! Make it EASY for them! Fall all over yourself to accommodate them and make them happy! That’s what we do!

I felt failure today. Failure in transmitting the message. I often state that “It’s the spirit of the law that matters, not the letter” though I recognize not everyone hears this message. That is my fault and it’s my charge to make sure it’s known, and known well. Not with bigger bull horns, but with a better plan – not more regulation, but with more discussion. Conversations build empires and right now? I have a fiefdom.

“The single biggest misconception about communication is the belief that it has occurred.”

All your room are belong to us

Another year and another order of “Renew your lease now” banners and bandit signs. Ah, student housing – you have few predictable moments, but this is certainly one of them. Last year we wanted to mix it up and do something that would catch an eye because face it, no one is reading your plain text “Renew and save!” signs. They’re not, so stop lying to yourself.

So, we came up with these. I really enjoy them and was proud of the fact they had no contact info on them -they weren’t supposed to. You know where you live and you know where to go if you want to renew. The signs beg you to read them all as you’re not exactly sure what’s going on. Plus, everyone loves memes – that’s why they’re memes.

Aaannndd

This one still sits in my office.

This one still sits in my office.

IMG_2824 IMG_2826 IMG_2821 IMG_2823

I love it. Still cracks me up a little every time.

I love it. Still cracks me up a little every time.

Deadlines are deadlines! Yeah....

Deadlines are deadlines! Yeah….

You know that feeling.

You know that feeling.

Personality trumps Plain, Every Time

Our new in-house, Marketing-Strike-Force-of-Awesomeness have been laying siege to the plain vanilla world of the tired & trite student housing adverts of old. Ben & Jerry themselves have trembled under the audacious show of flavor perpetrated by these skilled ninja-confectioners-of-imagination.

Calling themselves the Triple Threat, these three complimentary legs of the tripod are the razor’s edge of our marketing outreach to our; 2500+ Residents, future clients, and the rest of the Orlando market.

So, seeing as how they go into the field plain-clothes style for the bulk of their media making, we decided they’d benefit from press passes – as that’s what they are in so many ways. Lanyards made sense since they could be easily slipped on, so I told them to go ahead and whip up something for themselves.

I wasn’t disappointed…

Fabreesh

Fabricio Torres makes some of the most amazingly shot and edited videos you’ve seen, and he does it with blazing speed. We can conceive, shoot, edit and upload timely content in a matter of a couple of days where before it would have taken weeks.

Chanty

Chantell Cruz took these photos and a ton of amazing shots for our Resident events and advertisements. She’s a true artist behind the lens and we couldn’t be more impressed with her ability to capture it all, from the sublime to the stolen moment.

Danaenae

Danae McDermott designed these passes and all of our graphics for flyers, ads, Resident announcements, and anything else we may put out. She’s insanely talented with Adobe Suites and can crank out a professional design in no time.

I was beyond blown away by the quality and the personal expression they put into these passes. They’re conversation starters for sure and show that we don’t take ourselves too seriously. The rest of the team liked them so much they’ve been spoiling for their own. Ultimately, I can’t say no.

Special thanks to our very own Gregory Eisenberg for finding such a remarkable team, bringing them together, and letting them do what they do best. I couldn’t be prouder or more excited to work with such a stellar cast.