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.

High performers don’t leave jobs — they leave environments.

In this episode of The Property Playbook, Rory sits down with multifamily recruiting expert Alecsa Gonzalez to unpack what actually drives hiring success and long-term retention in property management.

With nearly a decade of experience in talent acquisition, Alexa shares real-world insight into why turnover remains high across the industry — and why it’s rarely just an HR problem. Together, they explore how misaligned hiring, rushed onboarding, unclear expectations, and lack of psychological safety quietly push great people out the door.

You’ll learn:

• Why hiring for fit matters more than hiring for skills
• What the first 90 days reveal about long-term retention
• How onboarding can make or break a new hire’s confidence
• Why high performers challenge the status quo — and how leaders should respond
• Practical employer branding strategies that attract better candidates
• How to use technology and AI to remove friction without replacing human connection

If you lead teams in multifamily — from on-site operations to executive leadership — this episode delivers actionable strategies to help you build stronger teams, reduce turnover, and create workplaces people actually want to stay in.

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⭐ And if this conversation brought you value, leaving a quick review helps more leaders in the trenches find the show.

Because great communities start with great people — one play, one property, and one leader at a time.

RESOURCES:

1. Change is your Competitive Advantage by Karl G. Schoemer
2. Learn more about finding top talent from Alecsa @ agonzalez@teemagroup.com

CHAPTERS:

00:00Introduction to the Property Playbook

03:00Meet Alexa Gonzalez: Multifamily Recruiting Expert

06:13The Journey into Multifamily: Discovering Career Paths

09:11Hiring for Skills vs. Fit: The Key to Retention

14:31Attracting Talent: Effective Hiring Practices

21:54Onboarding: Setting New Employees Up for Success

27:33Culture and Retention: What Makes Teams Thrive

31:39Creating a Culture of Growth and Development

38:11The Importance of Training in Retention

42:31Transforming Performance Reviews into Growth Conversations

46:46The Role of AI in Property Management

52:03Building Relationships for Better Hiring and Retention