June 30, 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.

Welcome to Sioux Falls!

Western Heights is an 80-unit apartment community built in 1978 and located in Sioux Falls, SD. It is available to residents 62 years of age and older, or citizens with a disability. Residents pay 30% of their adjusted gross income towards rent with utilities paid. A Section 8 Housing Assistance Payment (HAP) contract funds the balance. The property offers high-speed Internet access, Wi-Fi, wheelchair accessible rooms, common laundry facilities, large clubroom, planned social activities, a lovely courtyard, and hardwood floors. One-bedroom apartments range from 587 to 640 square feet and rent from $1,087 per month. Cohen-Esrey Communities (CEC) manages the property for a third-party investor group.

Largely due to its relative isolation from other major metropolitan areas, Sioux Falls has developed thriving local culture with robust shopping, dining, and entertainment scenes, delivering homegrown cultural resources that would be the envy of any city its size. The Big Sioux River tumbles over a series of rock faces in Falls Park, which includes an observation tower and the ruins of the 19th-century Queen Bee Mill. The Queen Anne–style Pettigrew Home & Museum has artifacts collected by Senator Richard F. Pettigrew. The Old Courthouse Museum offers exhibits on local history. Southwest, Sertoma Park has a butterfly house and an aquarium. The metro population is approximately 290,000 people. Sioux Falls is located in the southeastern part of the state and hosts large employers such as Smithfield Foods (3,400 employees), Wells Fargo (2,035 employees), and Citigroup (1,400 employees).

Denene Haafke (2024), is the Property Manager and Jayme Dannen-Deal (2024), Regional Vice-President is the interim Regional Manager. Jennifer Fields (2024), is the Property Accountant and Rhianna Jones (2025) is the Accounting Assistant.

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

Lee Fain – Champion at Bluegrass, Lexington, KY – Maintenance Supervisor
Lisa Hale – Corporate – Accounts Payable Clerk
Angela Elijah-Williams – Corporate – Accounts Payable Clerk
Franci Rabinowitz – Corporate – Recruiter
Donald Hogue – Loretto at Creekside, Live Oak, TX – Maintenance Technician
Yanet Carrillo – Jefferson on the Lake, Olathe, KS – Leasing Agent
Catherine Hulsinger – Lakes at North Port, North Port, FL – Property Manager
Michael Johns – Centennial Park, Kearney, NE – Maintenance Technician
David Branham – The Launchpad, Colorado Springs, CO – Maintenance Technician
Patricia Livingston – Corporate Office – Property Accountant
Christina Gadeken – Glenbrook Townhomes, Lincoln, NE – HUD Service Coordinator

Meet the Woodbridge Team

Meet the Woodbridge team. (L to R) Oscar Martinez (2024) Lead Maintenance Technician; Tonya Foreman (2024) Property Manager; and DeAunna Lester (2024), Leasing Agent.

Cohen-Esrey Communities (CEC) manages the 88-unit Woodbridge Apartments, an affordable community in Texarkana, TX, for Village Communities of Texarkana Texas (VCTT), the local Public Housing Authority. Tonya and her team also manage the 28-unit Sandalwood Apartments and the 12-unit TPFC Homes, both in Texarkana.

Transformational Construction

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

An interior corridor is taking shape at the Lofts at Creekview in San Antonio, TX.

Work continues in the clubhouse interior at the Heritage at Cottonwood Creek in San Marcos, TX.

Parking lots are being paved at Village Park in Amarillo, TX.

Construction of the swimming pool is underway at the Loma Vista Lofts in San Antonio, TX.

Pre-cast elevator shafts installed in one day at Overlook 157 in Asheville, NC.

Welcome to Cohen-Esrey, Franci!

Dee Krause (2022), Recruiting Manager, is pleased to announce the hiring of Franci Rabinowitz to join the HR Recruiting team. Franci is based in Colorado Springs, CO, and will be providing on-site support in our growing Mountain West region while assisting remotely with all our portfolios.

Franci is a corporate recruiter with over 20 years of experience in recruiting and human resources. She has built her career on optimizing hiring processes and fostering inclusive work environments. She also has a proven track record of developing and executing employer branding strategies to increase candidate engagement. Franci is a certified PHR and a Certified Social Sourcing Recruiter (CSSR).

Originally from Chicago, Franci moved to Colorado Springs in 2020 with her husband to be closer to her daughter. She is a proud Bubby to a 4-year-old grandson and a 1-year-old granddaughter. When she isn’t recruiting, she enjoys spending time outdoors, attending rock concerts, and sharing plenty of laughter.

Welcome to Cohen-Esrey, Franci!

What is the Status of the Lease-Ups?

Cohen-Esrey Communities (CEC) is currently in the process of the initial lease-up of four new affordable apartment communities for the Cohen-Esrey Development Group (CEDG). Let’s look at the status of each property.

Loma Vista Lofts – 212 units in San Antonio, TX. First building Temporary Certificate of Occupancy (TCO) issued on October 25, 2024; second building TCO issued on March 6. The property is currently 67.3% occupied and 73.46% leased.
Panorama Heights – 133 units in Colorado Springs, CO. TCO was issued on February 14, and the property is currently 62.4% occupied and 69.9% leased.
Lewis Lofts – 64 units in Mankato, MN. TCO was issued on March 28, and the property is currently 54.69% occupied and 75% leased.
The Launchpad – 50 units of supportive housing in Colorado Springs, CO. TCO was issued on May 22, and the property is currently 8% occupied and 30% leased.

Congratulations, Walker!

Brent Phillips (2021), Maintenance and Safety Director, is pleased to announce the promotion of Walker Stull (2022) to Roving Maintenance Supervisor.

Walker previously worked for the Nexus 5 Group as a technician in the Kansas City area and transitioned to Cohen-Esrey when the Roving Maintenance Team was created last November. Since then, his knowledge of our properties has been instrumental in reducing expenses for multiple operating budgets by helping to complete repairs much more efficiently than using an outside vendor. Additionally, both in his interactions with property teams and with our residents, he has repeatedly shown a Commitment to Cohen-Esrey’s Core Values going above and beyond whenever possible.

Walker is a Kansas City native who enjoys spending time with his extended family, especially his nieces and nephews. He also likes outdoor activities such as hiking, fishing and camping but can most often be found gaming online in his free time.

Please join us in congratulating Walker on this well-deserved promotion!

Coaching Corner

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

Helping Your Team Accept Change

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

Have you ever tried to make things better at work, but someone on your team just didn't want things to change?

The Challenge:

As a Property Manager, I once had to make some big changes to how our office ran. We needed more structure and better systems. But one of my team members really struggled with these changes. They were used to the old way of doing things and didn't see why we needed to do anything differently. This created tension between us. I knew the changes were necessary, but I also needed everyone on board to make them work. This is something many of us face when leading teams. The question then is, how do we bring people along when they're hesitant about a new direction?

Practical Approach:

1. Take time to really listen – When my team member kept pushing back on the new systems, my first thought was "Just do it my way!" But instead, I sat down with them and simply asked, "What's bothering you about these changes?" Then I just listened. No interruption, no defending – just listening. What I learned surprised me. They weren't against getting better results; they were worried about learning new ways after years of doing things differently. Listening first changed everything.

2. Show them why it matters – The real turning point came when I stopped talking about the "how" and started sharing the "why." I showed them specific examples of how our new approach would make their job easier and help our residents be happier. When they could see the purpose behind the changes, their attitude shifted from "Why are you making me do this?" to "When can we start?" People need to see a good reason to change their habits.

3. Be patient but clear – I learned to be patient with questions but firm about our direction. I told my team member, "I'm happy to explain the big decisions, but I can't explain every little thing. Sometimes you'll need to trust me." Setting this boundary made our relationship stronger. They felt respected when I explained important changes, and I felt respected when they trusted my judgment on the smaller things.

Takeaway:

When someone pushes back against your ideas, they're often protecting something they value, not just being difficult. By taking time to understand their concerns while clearly sharing your vision, you can turn potential conflicts into stronger relationships. The time you spend addressing concerns today saves you weeks of tension tomorrow.

Reflection Question:

Is there someone on your team who's resisting a change you want to make? What might they be afraid of losing?

Congratulations, Nicole!

Marcie Teenor (2013), Chief Financial Officer, is pleased to announce the promotion of Nicole Foster Zoller (2024) to Accounts Payable Supervisor. Nicole joined the company in July 2024 as an Accounts Payable Specialist and has quickly made a meaningful impact. From day one, she has demonstrated a strong work ethic, an eagerness to learn, and a Commitment to excellence. One of her standout contributions has been her involvement in the Spend Request System – participating in its development, testing, and providing valuable feedback during the pilot phase to help improve the user experience.

Nicole is known for taking initiative and being resourceful. When given a task, she doesn’t just complete it—she takes ownership, figures it out, and gets it done efficiently and accurately. Her ability to consistently meet her key performance indicators (KPIs) and maintain strong follow-up has earned the respect and trust of her colleagues and leadership alike.

Please join us in congratulating Nicole on this well-deserved promotion. We’re excited to see the leadership and insight she will bring to her new role as Accounts Payable Supervisor.

Cities of Cohen-Esrey

Memphis, Tennessee: A City of Rich Heritage and Vibrant Culture

Memphis, TN, located on the Mississippi River in the southwestern corner of the state, is a city renowned for its deep musical roots, cultural diversity, and pivotal role in American history. With a metro population of over 1.345 million residents, it stands as the second-largest city in Tennessee and serves as a vital economic, cultural, and transportation hub for the region.

A Musical Legacy

Memphis is often referred to as the Birthplace of the Blues and a key cradle of rock ‘n’ roll. The city’s legendary Beale Street, lined with live music venues and historic clubs, continues to draw music lovers from around the world. Sun Studio, where artists like Elvis Presley, Johnny Cash, and B.B. King recorded, remains a symbol of the city’s lasting influence on American music. Graceland, Elvis’s famous home, is one of the most visited private residences in the country, attracting fans year-round.

Historical Significance

Beyond music, Memphis holds a significant place in the civil rights movement. The National Civil Rights Museum, located at the former Lorraine Motel where Dr. Martin Luther King Jr. was assassinated in 1968, offers powerful exhibits that trace the struggle for equality in the United States. This site stands as a place of reflection and education for visitors and residents alike.

Economic and Cultural Diversity

Memphis has a diverse economy anchored by transportation, healthcare, and logistics. The city is home to FedEx’s global headquarters, making it a crucial node in worldwide shipping. Additionally, Memphis International Airport is one of the busiest cargo airports in the world. The city also boasts a rich culinary scene, famous for its barbecue, and hosts numerous festivals, such as the Memphis in May International Festival, celebrating culture, music, and food.

Natural Beauty and Community Spirit

Memphis offers abundant green spaces, including Shelby Farms Park, one of the largest urban parks in the nation. The city’s location along the Mississippi River provides scenic views and outdoor recreation opportunities. Memphians are known for their resilience, hospitality, and strong sense of community, making Memphis a dynamic and welcoming city.

Cohen-Esrey currently manages one apartment community in Memphis – the 601-unit Park at Forest Hill. Two other Memphis area properties were sold including the 464-uni Grove at Trinity Pointe, and the 312-unit Appling Lakes, both in the Memphis suburb of Cordova.

How is AI Transforming Cohen-Esrey?

Artificial intelligence (AI) has long been a staple for Cohen-Esrey in nearly every phase of our operations. Here are a handful of ways we have adopted AI. As you might imagine, this just scratches the surface of what we’re doing overall.

AI-powered lead generation and chatbots using Knock AI.
Automation of scheduling and communication using Knock AI.
Virtual tours and immersive experiences using Matterport and Tour 24 (which we are piloting).
Market analysis and pricing optimization using ApartmentIQ which uses AI to get comps and other great market data.

We are also using AI for these additional functions:

Engaging with residents to collect late rent using Elise AI (currently in pilot).
Turning architectural renderings into photo realistic images.
Animating static photos for more engaging marketing.
Creating staged photos from unfurnished units. Check out the images below for the unstaged and staged unit at Residences at Franklin Park in Denver.

An Empowerment Story

By Ryllie Hays (2024), Property Manager, Pam Apartments

Ryllie Hays (2024), is the Property Manager for the Pam Apartments in Pampa, TX. Here is what she has to say about her Empowerment:

“Cohen-Esrey has truly Empowered Me to Thrive by fostering a growth-oriented and supportive environment. From the beginning, I’ve had the opportunity to participate in a variety of trainings that allowed me to connect with individuals across the organization. Without exception, every person I’ve met has emphasized the value of growth and shared how they’ve progressed in their own journeys.

I’ve been consistently encouraged by Jayme Dannen-Deal (2024), Regional Vice-President, to explore areas where I want to develop, and she has always been there to support me in achieving those goals. The culture at Cohen-Esrey promotes teamwork, curiosity, and open communication. I’ve never felt hesitant to ask questions, and I always feel supported – no matter the challenge.

Even my small accomplishments are acknowledged and celebrated, which reinforces a strong sense of belonging and purpose. I’m especially grateful to Erin Hamel (2023), Regional Manager, who has been an outstanding role model and mentor. Her continued guidance and encouragement have played a key role in helping me grow and succeed. I am so grateful for the opportunity I have been given at such a young age.”

A Fun Photo!

Back in the 1980s, Cohen-Esrey had a regional office at 9666 Olive Boulevard in St. Louis, MO. It was one of several commercial properties leased and managed by the company in that city.

What Exactly is the Net Promoter Score?

Understanding the Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a widely used metric that helps organizations measure customer loyalty and satisfaction. Introduced in 2003 by Fred Reichheld, Bain & Company, and Satmetrix, NPS provides companies with a simple, actionable indicator of how customers perceive their brand and how likely they are to recommend it to others. This metric is popular across industries because of its ease of implementation and its direct correlation with business growth.

How NPS Works

NPS is based on a single survey question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Based on their response, customers are categorized into three groups:

Promoters (9-10) – Loyal enthusiasts who will likely refer others and fuel growth.
Passives (7-8) – Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (0-6) – Unhappy customers who may damage the brand through negative word-of-mouth.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score can range from -100 (if every customer is a detractor) to +100 (if every customer is a promoter).

Importance of NPS

NPS serves as a leading indicator of customer experience and future business performance. A high NPS suggests that customers are not only satisfied but also enthusiastic enough to act as brand advocates. This can translate into increased referrals, higher customer lifetime value, and reduced churn rates. Conversely, a low NPS can signal potential problems in the customer journey, prompting businesses to investigate root causes and take corrective action.

Using NPS for Business Improvement

Beyond the score itself, NPS feedback provides rich insights when customers are asked to explain their ratings. These qualitative comments can reveal specific strengths to build upon and weaknesses to address. Organizations often track NPS over time to measure the impact of service improvements, product enhancements, or customer engagement initiatives. By integrating NPS into a broader customer experience strategy, businesses can foster loyalty and long-term growth.

Here are some recent Net Promoter Scores (NPS) for large U.S. companies, showing how they rank in customer loyalty and satisfaction:

Above +70 is generally considered “World-Class” NPS. In the apartment industry, a baseline NPS of approximately +30 is a reasonable average. At Cohen-Esrey, we adopted the NPS measurement in 2018. Initially, we were earning very high NPS scores – as high as +45. This was achieved through a multitude of surveys and more recently we determined that we were surveying our residents too often. So, in early 2024, we scaled back to survey twice a year and found that the NPS dropped precipitously along with the number of survey responses. However, this was more in keeping how most companies administer the survey process. Our NPS dipped as low as -6 but through hard work across the board, our delivery of Customer Fulfillment has been rewarded with a current Net Promoter Score of +12. With the Commitment of our entire property team, we can continue to build on this success and once again exceed the industry average.