Resident Events - Elevated!

Jen
Jen Piccotti
ManagInc
@JenPiccotti

$1500 - $5,000
Average Cost Per Move-Out
MultiFamily Executive
50%
Average Annual Resident Turnover
National Apartment Association Income and
Expense Report

Focus on Resident Retention
Customer Service, Resident Events, Communication, Online Reputation
Source: ManagInc, 2017 Multifamily CSR Benchmark Study (www.ManagInc.com)

ManagInc 2018 Multifamily CSR Benchmark Study
ManagInc, LLC www.ManagInc.com Info@ManagInc.com 866.858.1400
5
The Resident Experience – Where We’re Succeeding
Policy requiring responding to all online resident reviews (i.e.
ApartmentRatings.com, Yelp)
86.8%
Resident satisfaction feedback/survey program 92.2%
Mass text, email or call blast system for property-wide announcements 86.8%

6
Only 18% of
U.S. employees
engaged (Gallup)
Turnover
costs
minimally
1.5x salary
(CFO.com)
32%
turnover rate
vs. 19% U.S.
average
(NAA; 2016 SHRM
Human Capital Report)
86%
Respond to online
resident reviews
2017 Multifamily CSR Study, ManagInc
Pinterest search: Resident Events

Employee and Resident Turnover

Financial Impact of Resident Turnover
*National turnover: 50%
ManagInc Client turnover: 29%
Calculations based on 5,000-unit portfolio
$4,382,520
$14,277,080
$2,575,302
$8,376,228
$-
$2,000,000
$4,000,000
$6,000,000
$8,000,000
$10,000,000
$12,000,000
$14,000,000
$16,000,000
From To
NOINegativeImpact
Cost Based on $1,500 - $5,000/Move Out
Source: ManagInc Q1 2018 Financial Impact Study (www.ManagInc.com)
Impact of Turnover on NOI:
ManagInc Clients vs. the Industry
Industry - Employee, Resident Turnover Cost
ManagInc Clients - Employee, Resident Turnover Cost

What is CSR?
Corporate Social Responsibility
 Initiatives to assess, take responsibility for effects on environmental, social wellbeing

42%
Company perceptions
based on CSR
Forbes

45% - 63%
Cause work’s
impact on
Millennial job
decisions
Forbes

2x
More highly satisfied at work if
participating in charity at workplace
Global HR Research

63%
Hope businesses will take the lead
in environmental and social change
(71% of Millennials)
2017 Cone Communication CSR Study

88%
More loyal to company who
supports environmental or social
issue

89%
Would switch brands to one that is
associated with a good cause.

ManagInc 2018 Multifamily CSR Benchmark Study
17
The Greater Good – Where We’re Succeeding
Company-organized community service events 84.2%
Company permits personal time off to volunteer and perform
community service
64.5%

Trends in Volunteering
What types of charities and community service organizations has your
company supported by volunteering?
Food banks / kitchens 91.43%
Homeless shelters / programs 64.29%
Disaster relief services 50.00%
Affordable housing 48.57%
Housing and neighborhood development 48.57%
Abuse victim shelters, programs, crisis services 44.29%
Animal rights, welfare, services 40.00%
Youth education programs, services 40.00%
Scholarship, educational financial support 30.00%
Environmental / sustainability / renewable energy 28.57%
Early childhood programs, services 25.71%
Senior support, services 25.71%
Medical treatment and prevention services, medical research 24.29%
Adult education, career development programs, services 24.29%
Health care support for those in need 22.86%
Mental health initiatives 14.29%
Chemical dependence initiatives 8.57%

Trends in Donations
What types of charities and community service organizations has your
company supported with donations?
Food banks / kitchens 64.71%
Disaster relief services 54.41%
Homeless shelters / programs 51.47%
Housing and neighborhood development 50.00%
Abuse victim shelters, programs, crisis services 39.71%
Affordable housing 39.71%
Youth education programs, services 39.71%
Animal rights, welfare, services 29.41%
Scholarship, educational financial support 27.94%
Health care support for those in need 26.47%
Medical treatment and prevention services, medical research 26.47%
Adult education, career development programs, services 26.47%
Environmental / sustainability / renewable energy 25.00%
Early childhood programs, services 23.53%
Senior support, services 20.59%
Mental health initiatives 17.65%
Chemical dependence initiatives 7.35%

Resident events
that do well
because they
Do Good
ManagInc, LLC www.ManagInc.com
Info@ManagInc.com 866.858.1400

#MultifamilyCares - The Donaldson Group
21
Team members collected more than 12,000 items of clothing and household necessities to
support The House of Ruth in Baltimore. In addition to collecting goods and donations for
House of Ruth, TDG held educational events for all of its employees, created information
stations at each property, and added jurisdiction-specific domestic violence materials to
community resources for residents to encourage awareness.

#MultifamilyCares – Van Horne Estates Apartments
22
Here is the Van Horne Estates Apartments staff (El Paso, TX) giving back to their community
in the Adopt a Highway Event! We love our teams giving back to their communities!

#MultifamilyCares – Park Properties
Team members utilized our holiday luncheon to create chemo care packages for the local
cancer center at University of Virginia Hospital Cancer center. Since the success of that
event, we have started doing this at each property donating similar care packages to their
local cancer centers.

#MultifamilyCares – Rockstar Capital Management
#RockstarCares is our company's
ongoing effort to support and build
strong ties in the community.
Food bank volunteer days are
organized and promoted to team
members and residents.
Race for the Cure Teams are
formed by communities and
include staff and residents.

#MultifamilyCares – Gene B. Glick
Glick Philanthropies encourages participation of team members and residents to
participate in Indy Urban Acres – a community farm that provides produce to local families
in need. Employees also participate in the Million Meal Movement by packing 20,000
meals that help sustain local families, many of which live in their properties.

When your team is excited to participate, your residents are excited
to participate.

28ManagInc, LLC www.ManagInc.com Info@ManagInc.com 866.858.1400
Three Things You Can Do

29
Communicate What You Already Do
- Food Drives
- 5k Fundraisers
- Building Projects
- Awareness Campaigns

Identify Causes Important to the Community
- What is important to your team
- What is important to your
residents
- Who can you impact locally

31
Encourage and Celebrate Participation
- Publicize opportunities
- Personally invite team
members, their families, and
residents
- Thank participants publicly and
privately
- Share and celebrate impact

If your community disappeared today, would the neighborhood mourn the
loss or celebrate the departure?

Download 2018 Multifamily
CSR Benchmark Study
33
ManagInc.com/reports

ManagInc
• ManagInc’s Everyone Can Win® Services: Multifamily’s first-ever Corporate Social Responsibility (CSR)
services
• CSR Score: A rating and ranking program based on perception studies with all stakeholders and an overall
evaluation of company programs targeted to each
• CSR Cause Choice: Evaluates employee and resident preferences regarding community service and charitable
giving, so as to increase participation and boost engagement.
What’s Your CSR Score?

Jen Piccotti
Chief Operating Officer
ManagInc, LLC
www.ManagInc.com
JPiccotti@ManagInc.com
866.858.1400 x104
facebook.com/ManagInc
@ManagInc
Contact Info

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