Hindsight is 2020: A Retrospective with Jamin Harkness

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3 min read

It has been a year for everyone, including the multifamily industry. Properties and management companies had to shift in how they operate and communicate in order to meet health guidelines and ensure that they are working towards getting leases signed.

 

Jamin Harkness, EVP at The Management Group (TMG), sat down with our EVP of Marketing, Muhammad Yasin, to look back at 2020 and discuss how to keep moving forward. From diversity and company culture, updated pet and mental health policies, to resident retention, Jamin has a lot of insight on how to help multifamily companies and teams evolve with the times.

 

Self-Guided Tours Reimagined

 

Prospects typically want to see the floorplan in person before making a decision. Not everyone is comfortable with an in-person tour still, but a self-guided tour is a great compromise. Jamin has redefined what a self-guided tour can be.

 

By installing a Ring camera and stocking up the fridge of staged units with snacks, the onsite teams at TMG properties can keep an eye on what prospects are doing inside the unit and offer a more immersive experience.

 

Jamin explains, “they grab Cheetos and a Coke, take a seat on the couch, and really see themselves living there.” While staging a unit helps prospects picture in their head what it would be like to live in the unit, by offering snacks and the leisure to relax in the unit, Jamin has created an experience that is more impactful to the prospect.

 

 

Company Culture and CRM

 

Jamin and TMG came into this year knowing that diversity and equity within their company is an initiative that needs life past 2020. From shutting down the company early last February to allow everyone the time and space to learn about diverse topics and coming back to discuss them in a more casual setting as a team, these initiatives are great for creating a company culture where everyone feels heard and included. He also began sending employees fun company shirts, branded items, and other fun inexpensive fun gifts every month.

 

   

 

 

 

When it comes to the technical aspect, Jamin notes that working from home has really improved performance from the onsite teams. While they only have one, at most two, people in the office for package handling, Jamin expects to always have at least one person working from home when the world opens up again.

 

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“There’s less distractions and they can focus on the CRM,” he says. Jamin also started implementing multiple weekly meetings to get everyone from onsite teams to board members on the same page and to communicate openly and clearly. Along with work from home, Jamin highlighted many times how important maintenance has been during all of this. While there are more work orders because more people are at home, they are spending more time on preventative work as well to help keep their property up to date and working efficiently.

 

 

On top of maintenance work everyday, he makes sure they are provided with and are using personal protective equipment (PPE) and given a monthly bonus to show how much these workers are appreciated and valued by the properties.

 

Throughout the chat, Jamin provided many resources —from daily logs related to COVID symptoms to internal communication on health guidelines similar to OSHA except for multifamily companies. You can find all the resources that were shared below along with similar articles.

 

 

Resources

 

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