August 25, 2025

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions.

An Affordable Lifestyle in a Capital City

The Glenbrook Townhomes is a 90-unit affordable apartment community located in Lincoln, NE. Constructed in 2014 using affordable housing tax credits, apartments feature black appliances, wood cabinets, and private balconies and patios. Amenities include a clubhouse with business center and kitchenette, a picnic area, and a multiple playgrounds. A limited number of carports are also available. Two-bedroom apartments are 900 square feet and rent for $1,020 per month. Three-bedroom apartments are 1,100 square feet and rent for $1,116 per month. Glenbrook is managed in concert with another property in Lincoln, the Fairfield West Townhomes for a third-party client.

Lincoln, Nebraska, the state’s capital and second-largest city, blends Midwestern charm with vibrant cultural life. Founded in 1856 and renamed for President Abraham Lincoln in 1867, it serves as the political and economic hub of Nebraska. Home to the University of Nebraska–Lincoln, the city boasts a strong educational presence and spirited college sports scene. Lincoln features an extensive parks and trails network, including the Sunken Gardens and Holmes Lake, fostering an active outdoor lifestyle. Its historic Haymarket District offers dining, shopping, and entertainment in revitalized warehouses. The economy is diverse, spanning government, education, manufacturing, and technology. Known for its friendly residents, low cost of living, and steady growth, Lincoln combines small-town warmth with the amenities of a thriving urban center.

Antoine Lewis (2025) is the Property Manager. Carolyn Henson (2021), is the Regional Manager. Mike Gioia (2020), is the Senior Property Accountant and Nancy Lewis (2021), is the Accounting Assistant.

We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

Martin Hagemann – Lincoln Heights Townhomes, Hastings, NE – Maintenance Technician
Susan Hale – Loma Vista Lofts, San Antonio, TX – Property Manager
Richard Donias – Loma Vista Lofts, San Antonio, TX – Maintenance Technician
Inez Quintero – Loma Vista Lofts, San Antonio, TX – Assistant Property Manager
Marcus Stephens – Woodbridge, Texarkana, TX – Maintenance Technician
Byron Pierre – Falstaff Apartments, New Orleans, LA – Groundskeeper
Jessica Holecek – Geneva Tower, Cedar Rapids, IA – Assistant Property Manager
Nick Combs – Jefferson on the Lake, Olathe, KS – Groundskeeper
Jacobe Mills – Pam Apartments, Pampa, TX – Maintenance Technician
Krystal Gonzalez – Preserve at Westover Hills, San Antonio, TX – Assistant Property Manager
Lenee Mayberry – Corporate Office – Mobile Leasing Consultant – Market-Rate
James Morales – Park Edge, Lenexa, KS – Maintenance Technician
Brittany Abbott – Woolworth Estates, Omaha, NE – Assistant Property Manager
Cassandra Pierson – Hawthorne Hills, Cedar Rapids, IA – Property Manager
Lewis Comeaux – The Park at Forest Hill, Memphis, TN – Groundskeeper

Meet the Champion at Bluegrass Team

Meet the Champion at Bluegrass team. (L to R) Kialo Peters (2025), Maintenance Technician; Chanda Webb (2024), Property Manager; Nathaniel Fontanez (2025), Leasing Agent; Melissa Grubbs (2024), Assistant Property Manager; and Blake Baldwin (2025), Maintenance Technician. Not pictured – Lee Fain (2025), Maintenance Supervisor.

Cohen-Esrey Communities (CEC) manages the 300-unit Champion at Bluegrass, a market-rate community in Lexington, KY, for a Cohen-Esrey Apartment Investors (CEAI) partnership.

Transformational Construction

Construction continues at Cohen-Esrey Development Group (CEDG) future communities.

Roofs are on at the Lofts at Creekview in San Antonio, TX.

Kitchens are taking shape at Heritage at Cottonwood Creek in San Marcos, TX.

New ADA parking space at Village Park in Amarillo, TX.

The swimming pool at the Loma Vista Lofts in San Antonio, TX will be finished by the next issue of People & Properties.

Work progresses on Area B of the Overlook 157 site in Asheville, NC.

The Best Customer Fulfillment Ideas . . . Ever

We asked several Property Managers with stellar Net Promoter Scores (NPS) to share their best Customer Fulfillment ideas. Here they are.

Courtney Templemire (2025), Willow Point +95.24 NPS and Rankin Mills +86.84 NPS

While it is small, what has been so helpful for me is taking out time in my week to check in on my residents. I call it “wellness checks.” These check-ins are unlike inspections and are more just to hear their voices about their communities. I will reach out to different individuals each week just to ask them how they are and how they are enjoying living in the community and if there is anything that I could do for them to ensure they are living life to the fullest. This has improved the relationship I have with the residents and has also given me insight and suggestions for improvement/events they would enjoy in the future. It also keeps me in the know about the issues going on in the community, big or small.

Ryllie Hays (2024), Pam Apartments +96.92 NPS

My best idea for delivering Customer Fulfillment is to keep our monthly BINGO tradition alive while adding a twist. Each month residents get to choose what meal we share. This keeps engagement high, gives everyone a voice in the experience, and turns a fun game that my residents love into a community-building tradition they look forward to. This allows residents to form bonds with each other, as well as with the staff. We like to invite all staff and residents to come and socialize at events. Having an event that your residents enjoy and making a slight change each time keeps them engaged and fulfilled.

Cynthia Cobbins (2021), Justin Place +76.19 NPS

At our property, Justin Place, exceptional resident satisfaction begins with proactive communication and teamwork. Every day, I meet with my staff to review our property issues, identify potential concerns, and address them before they become problems. These meetings aren’t just about task lists, they’re about listening, brainstorming, and ensuring every resident feels valued and supported.

By taking the time to anticipate needs and respond quickly, we create a living environment where residents know they can count on us. It’s my Commitment to keep going above and beyond treating every interaction as an opportunity to help that drives our success in Customer Fulfillment.

I strive to maintain Trust and Satisfaction for Justin Place residents!

Julie Merrill (2025), Century II +72.73 NPS

My strongest Customer Fulfillment idea is my ability to patiently walk residents through the process of setting up automatic ACH rent payments. I take the time to sit down with each resident, step by step, ensuring they understand how simple, secure, and effective the system is. By providing this personal guidance, I ensure that they feel confident and comfortable with the process, leading to a smoother and more efficient experience for both parties.

Laureen Woods (2022), Brighton Creek +44.12 NPS

We believe at Brighton Creek that good old-fashioned face-to-face customer service is the WIN in every customer interaction. Finding that connection with each resident and always knowing their name when they walk through the door is a breath of fresh air for each person who lives here. The Brighton Team is very passionate about delivering and going above and beyond. Our team strives in every situation to execute and deliver. We believe our biggest strategy is also our monthly resident events.

Mona Gonzalez (2010), Eileen’s Place +80.95 NPS

I make it a priority to listen with empathy and communicate in a timely way, so that residents are updated on the status of their needs and know resolution is in progress. I provide and encourage my residents to utilize the supportive services available in the community. My team and I focus on curb appeal and overall upkeep of the property, so that both current and future residents can take pride in their home and neighborhood. I also take initiative in working directly with housing authority agencies to help bridge communication between residents and their eligibility specialists. This ensures smooth processes, prevents delays in housing and creates stronger, more supportive interactions for both current and future residents.

Echoe Johnson (2024), West Park (Rapid City, SD) +43.48 NPS

Customer Fulfillment to me, is more than one idea or specific goal: it’s a continual attitude and Commitment to provide safe, clean, and affordable housing for low-income individuals, setting a standard of operations and feeling of community. We try to keep things simple, but in recognition of residents we have movie nights, bingo nights, holiday potlucks and random BBQ events designed to include all residents and incorporate activity and fun.

Aisha Robinson (2023), Oneida Mill Lofts +46.51 NPS

The best idea I've had for delivering Customer Fulfillment is constantly asking residents if they are aware of our Referral Incentive.

Residents refer close friends and/or family members which strengthens the sense of community and increases resident retention. Most people will stay in a community longer when they feel supported by their front office staff and neighbors.

Dee Bosier (2022), Lofts at Ventura +54.55 NPS

One of the best ideas I’ve implemented for delivering Customer Fulfillment is to create a proactive communication system with residents and clients. Instead of waiting for concerns or issues to be reported, we schedule regular check-ins, personalized emails, or quick phone calls to anticipate needs before they become problems.

This approach not only prevents small issues from escalating but also builds trust and shows our residents that we value their comfort and experience. Pairing this with a clear tracking system for follow-ups ensures accountability and reinforces our commitment to excellent service. Ultimately, fulfillment comes from consistency.

Coaching Corner

Coaching Corner is a feature that will appear from time to time in People & Properties. Thanks again to Eric Perdomo (2024), Property Manager at the Trails at Bartram Park for another well-written article. If you would like to submit an article for Coaching Corner, please send to me, Lee Harris, lharris@cohenesrey.com.

When You Can't Do It All: Priority Management

By Eric Perdomo (2024), Property Manager, Trails at Bartram Park

Have you had that sinking feeling when you look at your to-do list at 4:00 pm and realize that half of it won't get done today? Every manager, and team member knows it well.

The Challenge:

Property management throws competing demands at you from every direction. Residents need responses. Owners want updates. Maintenance requires approvals. Reports are due. Meanwhile, your inbox fills with new requests before you've handled the old ones. When everything feels urgent, guilt creeps in about what's left undone. You might stay late, skip breaks, or bring work home—yet still feel behind. This constant pressure can lead to stress, burnout, and the nagging feeling you're letting people down, when you’re just facing the reality of limited hours in the day.

Practical Approach:

1. Use the Eisenhower method or as it’s known today as the ‘Urgent–Important Matrix.’ The Eisenhower Method is a simple four box grid that sorts tasks by importance and urgency. So, I need you to draw a cross on paper creating four boxes:

• Box 1: Important AND Urgent (Do now/ Do first – like a water leak).

• Box 2: Important NOT Urgent (Important but not urgent / Schedule this – like preventive maintenance).

• Box 3: Urgent NOT Important (Urgent but not important/Delegate if possible – like answer some resident emails concerning payments, package locker, etc.).

• Box 4: Neither Important nor Urgent (Eliminate – like time wasting activities).

This visual approach helps you see where to focus first and what can wait. This can change as the day continues. Tasks will go in their appropriate boxes, and other get erased after completion.

2. Communicate early about delays

When you know something important won't get done, proactive communication works wonders. A simple "I'm working on this and expect to have it by Thursday," this relieves stress and builds trust. Most people just want to know what to expect. The magic words: "Here's when you can expect this, and here's why."

3. Create visual closure

At day's end, don't just abandon your unfinished list. Instead, physically move incomplete tasks to tomorrow's list, this is key for starting the next day strong. This small act creates mental closure and prevents work from following your home. Your brain needs permission to rest so it can return refreshed tomorrow.

Takeaway:

Being a Property Manager, regional or any position that you are serving in today, means making peace with incompletion. By prioritizing what truly matters using ‘The Eisenhower Matrix,’ communicating transparently about delays, and creating boundaries between workdays will help you end each day with pride in what you accomplished rather than stress about what remains.

Reflection Question:

What's currently in your "urgent but not important" box that you could delegate to free up time for truly important work?

Welcome, Antonio!

Walker Stull (2022), Roving Maintenance Supervisor, has announced the addition of Antonio Lisboa to the Roving Maintenance Team. Antonio brings seven years of experience in multifamily maintenance, with a wide range of skills including HVAC, plumbing, electrical work, tile installation, and remodeling. He is EPA/HVAC certified and has a strong background in HVAC installations.

Outside of work, Antonio is a devoted family man with five young children – three girls and two boys, ranging from four months to seven years old. Much of his free time is spent with his family and enjoying outdoor activities such swimming, and hiking, and enjoying local lakes and reservoirs.

Antonio is passionate about self-improvement, continually learning new skills and practicing those skills gaining hands-on experience. We are confident he will be a valuable asset to the Roving Team and Cohen-Esrey as a whole.

Welcome to Cohen-Esrey, Antonio!

Default Thinking

By R. Lee Harris (1975), President and CEO

What is the first thing that comes to mind when you see these statements?

The dog ran away.
That prospective resident we were positive was going to lease, didn’t.
Our maintenance technician just gave notice.
It may rain and keep us from attending the concert.
Your daughter just wrecked the car.

Your initial reaction to each of these less-than-stellar pieces of news is your default thoughts. As humans, it is natural for us to have an emotional response to many of the things we hear throughout the day. There may be moments of displeasure, irritation, dread, fear and even panic. We also have emotional responses to the positive things we are told or read. Many people experience highs and lows each day in this regard. And yet, it takes considerable energy to swing from one end of the spectrum to the other.

Wouldn’t it be wonderful if we could re-pattern our default thinking on the downside? Well, we can but there are a couple of requisites. First, we must truly desire to change our default thinking, for without a compelling reason we will fall back into the default mode in short order. Second, we must be willing to take the steps necessary to make this change.

For me, the desire to change my default thinking centered on my understanding of positive and negative energy flows. I have written many times about the fact that negative energy creates a blockage for creativity and our ability to solve problems. Also, negative energy just plain does not feel good. It is kind of like burning the roof of my mouth on a piece of hot food – the sensation is not very pleasant. I realized that metaphorically burning the roof of my mouth several times each day just did not make any sense.

This led me to accept that I needed to take actionable steps to effect change. What worked for me was to intentionally spend a day taking inventory of the various negative reactions that I held. I wrote them down for further analysis at the end of the day. I did not try to change any of my thoughts during that day – I simply tried to be as normal with my thought process as possible. Upon review, I was able to see thought patterns emerging and could then identify alternative reactions for the future when faced with similar challenges.

I am at the point now where I may still have a fleeting burst of negativity when I encounter a situation that is not favorable. But I quickly recognize it and replace it with a much more positive reaction. For example, suppose I learned that a particular investor I was counting on had decided not to invest in one of our deals. The initial quick reaction might be, “Well, I certainly didn’t see that coming. We’re now under the gun to find the money.” This might be accompanied by a surge of adrenaline. But literally within seconds, I shift my thinking to, “But it’s OK because I have three other investors who have said they want to be in our deals. I know I’ll get one of them to sign on.” And a feeling of calm occurs at that point.

Quickly shifting out of default thinking in negative situations puts us on the road to solving problems and avoiding the emotional lows that we may experience. There is no question that our lives are richer and fuller when we maintain positive thoughts.

Welcome, Kelly!

Michael Napovanice (2025), Regional Vice-President for Cohen-Esrey Communities (CEC), is pleased to announce the hiring of Kelly Hill, as a new Regional Manager in the Market-Rate Division. Kelly has extensive experience in the property management industry including stints as a Property Manager, Community Association Manager, Area Property Manager, and Regional Property Manager beginning in 1998. She was a 2025 Crystal Merit Regional Manager of the Year nominee by the Apartment Association of Kansas City (AAKC). Her experience includes apartment communities in Kansas, Missouri, Arkansas, Oklahoma and Texas. Kelly attended Bossier Parish Community College and the University of Oklahoma.

Kelly will initially oversee a portfolio that includes market-rate apartments in the Kansas City metro, Osage Beach, MO, and the Chicago suburb of Elmhurst, IL.

Welcome to Cohen-Esrey, Kelly!

Cities of Cohen-Esrey

Oklahoma City, OK: Bricktown USA

Oklahoma City, OK is the capital and largest city of Oklahoma, is a vibrant urban center blending Western heritage with modern growth. Founded during the Land Run of 1889, the city quickly transformed from a tent settlement into a bustling hub. Today, it serves as the political, economic, and cultural heart of the state, boasting a metro population of approximately 1.5 million people.

The economy is diverse, with strong sectors in energy, aviation, health care, biotechnology, and manufacturing. Oklahoma City is a major player in the oil and natural gas industry, earning it the nickname “The Big Friendly” for both its energy-driven economy and welcoming community.

Cultural attractions abound, including the Oklahoma City National Memorial & Museum, honoring victims of the 1995 bombing, and the National Cowboy & Western Heritage Museum, which celebrates the city’s frontier roots. Sports are also a major draw, with the NBA’s Oklahoma City Thunder bringing excitement to downtown’s Paycom Center.

Outdoor life is enhanced by the city’s extensive parks, trails, and the revitalized Bricktown entertainment district, where restaurants, shops, and a canal create a lively atmosphere. The city also features the Myriad Botanical Gardens, Scissortail Park, and the Oklahoma River, popular for rowing and water sports.

Oklahoma City’s location in Tornado Alley means residents are familiar with severe weather, but the community’s resilience is a defining trait. With ongoing urban development, investment in public spaces, and a strong sense of community, Oklahoma City continues to evolve while preserving its unique blend of Western charm and modern urban living.

Cohen-Esrey has managed several properties in Oklahoma City and currently operates the 88-unit Woodcrest Apartments for a third-party client on the city’s east side. The Cohen-Esrey Development Group (CEDG) is also pursuing a development opportunity in Oklahoma City.

An Empowerment Story

Jermaine Berry (2025), is a Senior Project Manager at the Nexus 5 Group. Here is what he has to say about his Empowerment:

“I am a new Senior Project Manager at Nexus 5/Cohen-Esrey, and I have come to truly appreciate the company’s support for my personal and professional growth. I was excited to discover that the company prioritizes a warm and nurturing culture focused on development.

One of the fantastic ways the company has Empowered me is through training and mentorship. They offer comprehensive programs that not only sharpen my construction skills but also inspire me to go the extra mile for our customers. I've had the pleasure of working closely with experienced professionals who are always willing to share their knowledge and help me navigate the complexities of the industry.

What’s even better is the encouraging environment that promotes innovation and creativity. Here, everyone feels comfortable sharing ideas, and that sense of inclusion makes us all feel valued and connected to the company’s success. This Empowerment has really motivated me to take initiative and drive my projects, giving me a wonderful sense of ownership and accomplishment.

Nexus 5/Cohen-Esrey also genuinely cares about our well-being and work-life balance. They recognize that happy employees are productive employees, so they’ve set up various wellness programs to help us manage stress and focus on our personal growth. This well-rounded approach has helped me thrive not just at work, but in my personal life as well. With strong leadership, plenty of growth opportunities, and such a supportive atmosphere, I feel Empowered to succeed in my role and continue advancing my career here at Nexus 5/Cohen-Esrey.”

A Fun Photo

A photo from the 2006 archives of Debbie Van Dyne (1987), Corporate Office Manager, as she was preparing to meet with a copy machine salesperson.

This is How It’s Done . . .

By Arley Hoskin (2022), Leasing Performance Strategist

A Lifetime in Property Management

Moving into an apartment as a senior can be a stressful and confusing process, but not for the residents of Marquette Hall in Dubuque, IA. Property Manager Karri Landers (2022) extends patience and grace to all prospects who apply to this 55 and older 28-unit community. “A lot of them have never applied for an apartment before,” Karri said. “We do it every day so it’s familiar to us but to them it’s not so that can be very scary.” Karri strives to make the process smooth and easy for every applicant. "I probably over-explain to them what is needed when they come in,” she said. “If this is the first time that they are going through it you really have to be gentle with them.”

Karri has worked in property management her entire life. Her career began by helping her dad who owned storage units. She then went on to own property with her first husband and then worked at several mobile home parks in Texas.“The company I worked for transferred me to California and I didn’t like the area I was at in California, so I quit and ran an RV park for five years in the mountains of Cleveland National Forest,” Karri said.

In 2017 Karri moved back to Iowa to work for a HUD property. She joined the team at Marquette Hall with Cohen-Esrey in October 2022. Karri came to Marquette Hall not just as a Property Manager but also as a resident. “I not only work here, I live here,” she said. “They see me on my personal time, after hours and on weekends with my grandson.”

Karri moved to Dubuque to live near her two-and-a-half year old grandson Noah. “All the residents know that he is my sunshine,” Karri said. She has another grandchild on the way in March.

Karri said she has healthy boundaries with her residents when it comes to interactions off hours. People do come to her with resident issues after hours from time to time. “I just say to them this is my personal time, and my office door is always open from 8 a.m. to 5 p.m. Monday through Friday and they are welcome to see me then,” she said.

Customer Fulfillment isn’t just an aspect of Karri’s job – it’s the driving force behind everything she does. “Karri consistently reaches out each month to every resident on the NPS invite list to check in and see how things are going,” said Rebecca Grimm (2019), Karri’s Regional Manager. “She encourages them to complete the NPS surveys, using the feedback to better understand their wants and needs. This proactive approach shows her commitment to resident satisfaction and continuous improvement.”

Marquette Hall has a Quarterly Net Promoter Score of +100 and a NPS score over 12 months of +55.88. The high scores should come as no surprise given that resident interactions are Karri’s favorite parts of the job. “One favorite part is the resident events. I try and do something fun and creative,” she said.

Rebecca said other Property Managers have plenty to learn from Karri. “Karri is a great communicator who genuinely cares about her role as Property Manager and the residents who call Marquette Hall home. She handles both management and maintenance responsibilities at her site with dedication and professionalism,” Rebecca said.