AAKC Crystal Merit Awards

It was quite the celebration on Saturday evening in Kansas City, as the Apartment Association of Kansas City (AAKC) handed out their Crystal Merit Awards at the 21 annual gala. Held at the Kansas City Convention Center, over 1,000 people were on hand for the event, which showcased and highlighted the best of of the multifamily industry in Kansas City and the surrounding area.

Flaherty & Collins Properties and one of it’s newest communities – The Heights at Linden Square – walked away with three awards on the night following 19 nominations.

Our winners:

  • Website of the Year – The Heights at Linden Square
  • Property Management Team of the Year – Under 250 Units – The Heights at Linden Square
  • Marketing Director of the Year – Brian Moore, Flaherty & Collins Properties

“It was an honor to be nominated, so it is certainly humbling to actually receive the award,” said Brian Moore, Vice President of Marketing & Communications for Flaherty & Collins Properties. “We’ve got a great team out here at The Heights and with our new projects coming to Kansas City this year in Union Riverfront Berkley and the planned groundbreaking of The Yards, we’re excited about Flaherty & Collins Properties presence here in Kansas City.”

The AAKC has 811 member communities and organizations, with over 80,511 units represented.

A Deep Dive into Customer Service

This week, our corporate team hosted over 170 employees from nearly 90 sites that represent nearly 14,000 units in the Flaherty & Collins Properties portfolio to provide a deep dive from special guest presenter Toni Blake (aka Totally Toni).

The nearly full day training honed in on new ideas and motivation surrounding customer service and how to best help our residents – both current and prospective.

“Think of this as Spring Training,” said Jerry Collins, President and Co-Founder of Flaherty & Collins Properties. “Just like the baseball team hitting the basics in Spring Training, we’re here to be reminded of why we’re here.”

Ms. Blake, through comedy, music and video, touched a nerve with the property managers and leasing staff teams in attendance.

“We take great pride in providing additional training and resources for our team members across the sites we own and manage,” said Jill Meals-Herron, Senior Vice President of Management at Flaherty & Collins Properties. “We always want to make sure our No. 1 priority and focus is with our residents and how we can best help them. This training is a chance for all of us to get a new angle, see and hear new ideas and reinvigorate our team.”

And Toni has made special connections, having presented her ideas to specific sites and members of the F&C team before

Following the training, many site employees toured the new Flaherty & Collins Properties corporate office and enjoyed time with corporate team members.



How to Build Relationships with Your Residents

Build Relationships with Residents

Brownsburg Crossing Leasing Office

Today, one of our most important jobs as site staffs is to get to know our residents. Little things, like remembering a resident’s pet go a long way when renewals come around. While there’s always lots to do on-site – from planning resident events to fulfilling maintenance requests to making sure the pool is ready for summer – here at Flaherty & Collins Properties, we always encourage our site staffs to really take the extra minute to engage and build relationships with their residents.

Since we have a rockstar team of property management professionals, we reached out to them to see what advice they have about building relationships to help residents feel comfortable in their new home!

Tips from Our Team

Jenn Edwards and Gloria Worstell both live and work at Brownsburg Crossing. In their jobs as leasing consultants, it’s essential to be able to communicate all the great things the property and surrounding community has to offer a new resident. Since they both live at the property, they can provide the residents a perspective many other properties may not be able to offer. After all, who better to ask about the parking situation than another resident!

Another tip that our team shared was about getting to know new residents from the beginning of the leasing process. Phyllis Fields, Property Manager at Carriage House, says “During the lease signing, we really get to know the residents; asking questions, exchanging information about our community, learning their pet’s names, [and] finding out what their children like to do. Then we follow up [a few days later] to make sure everything is okay in their apartment.” This follow up is key – it reminds the residents that we’re available far beyond the lease signing, and that we were paying attention when we can ask how their pet or children are enjoying their new home.

Pam Hawk, Property Manager at The Landing, is always sure to share more about the community – things that they may not be privy to as a resident. She says “I tell them about the activities here and let them know that we are about to get ready for activities on the water front. I give them copies of all of this so that they will know when and where [the activities take place].” As much as we love showing new prospects around the property, residents are our top priority, and we want to make sure that when they transition from prospect to resident, they’re fully informed about all of the great perks we offer our residents.

Diane Rathburn, Property Manager at Romweber Flats, also emphasizes events with her residents. She encourages residents to become involved with the ongoing events – like Bingo night! – to help them meet new friends in the community. Diane said that after introducing one new resident to Bingo night “she’s a regular player and is getting to know the other residents.”

And last but certainly not least: remember that in relationships with residents, a little goes a long way! Even when a resident comes in to do something small, like pick up a package, you can take the opportunity to engage with them by asking how their day is going. These small actions are an easy way to ensure residents are happy in their homes, and that if they do have a problem, they seek out the site staff rather than venting online!

Share your Knowledge!

What tips do you have for creating relationships with residents? We’d love to hear them!