In this return episode, Rory Anderson welcomes back leasing and leadership strategist Katherine Maestas for a no-fluff conversation about what’s really driving leasing performance in today’s oversupplied markets. If your property is throwing out bigger concessions and still struggling to fill units, Katherine makes the case that the problem isn’t pricing — it’s people, standards, and leadership.

They dig into what value-conscious renters actually care about (hint: responsiveness, professionalism, and a home that doesn’t feel stressful), why “downtime” is usually a training and expectations issue, and how leaders can coach leasing teams by getting out of the office and into the trenches. You’ll also hear real-world stories—from a late-night amenity flood caused by a break-in to a property getting 20+ tours a week but closing only 3—and the practical fixes that change results: tighter follow-up, better connection on tours, community outreach, secret shopping, and teaching teams to take true ownership.

This episode is a playbook for managers and leasing teams who want to raise the bar, build pride on-site, and turn culture into leases.

CHAPTERS

00:00 Introduction to Property Management Challenges

02:19 Unusual Experiences in Property Management

05:28 Emergency Preparedness in Multifamily Properties

09:07 Understanding Leasing Challenges and Concessions

14:19 The Importance of Connection in Leasing

20:33 Addressing Downtime and Staff Accountability

26:57 Building Community Relationships

28:57 The Importance of Ownership and Accountability

33:18 Creating a Culture of Pride

35:46 Positive Examples of Leadership

40:13 Opportunities in the Multifamily Industry

43:15 Leading Without a Title

44:36 Raising Standards in Property Management

KEYWORDS

property management podcast, multifamily leasing training, how to increase lease conversions, apartment leasing tips, lease up strategy 2026, rent concessions strategy, multifamily oversupply, improve close rate leasing, onsite team leadership, property manager coaching, resident retention strategies, leasing agent accountability, apartment marketing ideas, follow up systems for leasing, community outreach apartments, apartment tour best practices, extreme ownership leadership, multifamily operations, leasing culture, convert tours to leases

SUMMARY
Every dollar of NOI has a multiplier attached to it. In this episode, we break down how small operational decisions today can add — or erase — hundreds of thousands in value tomorrow.

In this episode of The Property Playbook, Rory Anderson sits down with multifamily broker Max Fiascone to break down why NOI is the scoreboard you can’t ignore—and how everyday operational choices directly shape property value.

From a “resort-style” amenity fail that crushed resident trust to real-world examples like converting a model unit back into revenue and stopping expense leakage in a heated parking garage, this conversation connects the dots between resident experience, disciplined operations, and exit value.

If you’re an operator, asset manager, or owner who wants to run your building like a business, this one’s for you.

CHAPTERS

00:00 Introduction to Multifamily as a Business

02:46 Understanding NOI and Its Importance

07:04 Strategies to Increase NOI

08:37 Operational Decisions Impacting Value

11:20 Expense Management and Leakage

13:30 The Importance of a Business Plan

17:22 Communication Between Owners and Operators

18:19 Preparing Properties for Sale

21:24 The Role of Online Scheduling in Demand

24:10 The Impact of Amenities on Resident Retention

26:26 Best Practices for Property Management

KEYWORDS:
property management, multifamily, NOI, net operating income, cap rate, asset management, property operations, leasing strategy, resident retention, expense audit, operational efficiency, value creation, multifamily investing, apartment management, third-party management, owner mindset, investor mindset, budget management, cost segregation (optional), rent growth strategy, Google reviews, amenities management, maintenance operations, utility billback, vendor bidding, underwriting, exit strategy, property valuation, Milwaukee multifamily, Madison multifamily

27:44 Operational Changes for Long-Term Value

30:33 Thinking Like an Owner

32:13 Balancing Home and Asset Perspectives

35:45 Conclusion and Key Takeaways

SUMMARY

Large-scale emergencies don’t just disrupt operations—they test leadership, systems, and trust.

In this episode of The Property Playbook, Rory Anderson breaks down top lessons for handling emergencies in multifamily, using real-world examples from recent extreme weather events in Nashville and across the Southeast. From prolonged power outages and burst pipes to displaced residents and intense emotional stress, these moments reveal whether teams are prepared—or exposed.

This episode serves as a practical field guide for owners, operators, and on-site leaders, covering:

• Why emergencies expose systems rather than create problems
• How to communicate early, often, and with humanity
• The importance of educating residents on renter’s insurance during a crisis
• Why language access and on-site presence matter more than ever
• How to triage buildings effectively when damage is widespread
• When and why to bring in a third-party insurance adjuster
• What it really means to care for residents like people—not line items

Whether you’re a community manager, regional leader, owner, or executive, this episode will help you think differently about preparation, communication, and leadership when emotions are high, resources are strained, and decisions matter most.

Because in multifamily, how you respond in the hardest moments is what people remember.