This document is an empathy map for the owner of a real estate investment, property management, and renovation company. It outlines several of their needs and perspectives: 1) They need to be able to trust employees and want honesty in daily business dealings. 2) The work can be physically dangerous and requires specific skills and mindsets, so employees need to be self-starters with a strong work ethic who can get along with others. 3) Cash flow is important for short-term needs, while the business is their long-term retirement plan, so budgets must be considered.

1. Empathy Map
Owner of
a real estate
investment,
property
management
and renovation
company
“I need to TRUST you, and need
you to be honest in your day-to-day
dealings with me and my business.”
“This is not a job for everyone. It can be
physically dangerous and requires very
specific personal-, skill- and mind-sets.”
“You will do well if you are a self-
starter, have a GREAT work ethic
and can get along with others (be a
diplomat.)”
I want us ALL to be safe. These are
dangerous neighborhoods and dangerous times.
Short term: Cash flow is king for me. We all
need to be mindful of budgets. Longer-term –
this business is my nest-egg.
I need to surround myself with
capable and reputable people
(from tenants to
employees).
Relies on close personal network for employees.
Participates in much of the work herself/hands-on.
(evictions, renovations, collecting rent, etc.)
I want us all to
be safe in this
job. I don’t want anyone to get hurt
(all should have peace of mind).
I feel we are all working to rebuild
distressed communities – one house
at a time.
My employees know that I “have
their back” no matter
what.
Small business owner who built
small company with own $ and
resources.
Scale her business for sustained
growth in hard economic times
with scarce resources.
She wants to revitalize blighted
areas and ensure her retirement
viability.
Possible outreach/intern
opportunities with local “like-
minded institutions” (sociology,
urban planning/development,
builders, renovators, contractors,
carpenters, Habitat for Humanity,
etc.)
The housing and financial bust of
2007/2008 has changed the work
landscape in the US forever.
The world is changing. Not everyone
can and should go to a 4-year college.
There is a lot of conversation (even in
academic circles) around a renewed
focus on trades and vocational
schools.