December 4, 2023

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.

At Home in Pampa, TX

Cohen-Esrey Communites (CEC) has assumed management of the Pam Apartments in Pampa, TX for a third-party client. The single-story buildings contain 96-units for seniors and households with a disability. Built in 1979, the property offers 572 square foot one-bedroom units at $628 per month. Situated on 7.5 acres, the Pam has a parklike atmosphere. Residents enjoy their own personal patio with access to the yard and flower beds. Home health services are available as well as a meal program. The Pam Apartments is one of a portfolio of 26 properties for which Cohen-Esrey is assuming management from November 2023 through February 2024. A second portfolio of five properties owned by a different third-party client is also set to also be managed by CEC. These new third-party management assignments total nearly 2,600 units involving 10 states.

Founded in 1888, Pampa (from the Quechua: pampa, meaning "plain") is a city in Gray County in the Texas panhandle. Its population was 16,867 as of the 2020 census. Pampa is the county seat of Gray County and is the principal city of the Pampa micropolitan statistical area, which includes both Gray and Roberts Counties. Pampa is named after the Pampas Lowlands in Argentina, Uruguay, and southern Brazil. The town hosts the Top o' Texas Rodeo each year in July, which brings competitors from Texas and the surrounding states to Gray County. The White Deer Land Company Museum, which showcases ranching exhibits, is in downtown Pampa. Only 55 miles northeast of Amarillo, TX, the Pampa economy is driven by agriculture, oil and gas, wind energy, and engineering services. It also boasts a regional medical center. Duane Lee Chapman (aka – Dog the Bounty Hunter) was raised in Pampa. Songwriter Woody Guthrie attended high school there and T. Boone Pickens hailed from Pampa.

Erin Hamel (2023) is the Property Manager and Melissa Pierce (2023), is the Regional Manager. Chris Halley (2023), is the Property Accountant, Emily Fletcher (2022), is the Property Accounting Assistant, and Rodney Chmidling (2015), is the Accounts Payable Specialist.

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

Brian Harrell – Perry 81, Overland Park, KS – Lead Maintenance Technician
Ally Rodriguez – Lakes at North Port, North Port, FL – Property Manager
Patricia Tripp – Andover Park, Kansas City, MO – Property Manager
Jonathan Gonzalez – South Pointe, Dallas, TX – Maintenance Technician
Daniel Layton – House Springs, House Springs, MO – Maintenance Technician
Ruby Figueroa – Jefferson on the Lake, Olathe, KS – Leasing Agent
Jose Muratalla – South Pointe, Dallas, TX – Groundskeeper
Erin Hamel – Pam Apartments, Pampa, TX – Property Manager
Torri Scott – Pam Apartments, Pampa, TX – Property Manager
Maureen Crombie – Village on Main/Landing at 818, Waunakee and Sun Prairie, WI – Property Manager
Edith Vazquez – South Pointe, Dallas, TX – Leasing Agent
Kayla Botkin – Orchard View, Farmington, MO – Property Manager
Shlonda Fields – Sunset Apartments, Texarkana, TX – Property Manager
Alford Williams – Sunset Apartments, Texarkana, TX – Assistant Property Manager
Edward Moore – Sunset Apartments, Texarkana, TX – Maintenance Technician
Wesley Alexander – Sunset Apartments, Texarkana, TX – Maintenance Technician

Meet the Administrative and Marketing Team

Meet the Administrative and Marketing Team in the Corporate Office. (Back row – L to R) – Mark Fletcher (2008), Chief Technology Officer, Karen Crouch (2019), Director of Customer Fulfillment, Noelle Wilson (2022), RealPage/Customer Fulfillment Specialist, Arley Hoskin (2022), Marketing and Ad Specialist, and Debbie Van Dyne (1987), Office Manager. (Front row – L to R) Sherry McGee (2023), Customer Fulfillment Advocate, Morgan Gassert (2022), Marketing Coordinator, Tammi Jordan (2007), Executive Assistant, and Ryan Huffman (2002), Chief Operating Officer. Not pictured – Ashley Harper (2023), Executive Assistant.

Transformational Construction!

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

Lots of earthwork underway at The Launchpad in Colorado Springs, CO,

Building 2 at the Loma Vista Lofts in San Antonio, TX is ready for siding installation.

Two of the four floors are framed on Building 1 at the Loma Vista Lofts.

Vertical construction is progressing quickly at Panorama Heights in Colorado Springs, CO.

Construction of a retaining wall will begin soon at the Lofts at Creekview in San Antonio, TX.

Interior finishes are well underway at the Trails at Lehow in Englewood, CO.

A view of the Lewis Lofts site in the foreground across from the recently completed Sinclair Flats in Mankato, MN.

The lobby is spectacular at the Lofts at the Grim in Texarkana, TX.

Nexus 5 Completes Tenant Finish Project

KC Care was a 12,982 square foot tenant finish project occupying almost an entire floor of One Main Plaza owned by American Century Investments. It was the first project completed by the Nexus 5 Group in this location, and we are currently completing three others.

Every detail of the space, from the walls and flooring to the introduction of modern glass elements, was meticulously designed and executed. The addition of a new breakroom shows the project's commitment to providing employees with a comfortable breaktime experience.

The KC Care Tenant Improvement Project was a collaborative effort led by Juliette Perkins with CBRE, Perspective Architecture + Design, Nexus 5 Group, and the building owners. Open communication and timely responses kept the project running smoothly and ahead of schedule. This project took just over three months to complete and was delivered two weeks ahead of schedule.

The primary Nexus 5 team on this project included Brent Hastings (2018), Senior Project Manager; Emma Green (2018), Project Engineer, and Josh Buller (2017), Superintendent.

Where Are We?

With the influx of new properties, we are set to once again expand the Cohen-Esrey footprint. The map below shows that we are currently active in 21 states. The red dots represent different markets where we manage or are developing apartment properties. This is a far cry from our humble beginnings more than 50 years ago when we operated only in Missouri and Kansas!

A Healthy Tip

By Jennifer Turner (2018), Director of Human Resources

Seven Ways to Cope with Holiday Stress

Holiday gatherings can evoke both anticipation and anxiety. Besides complexities of family relationships, there is the pressure of holiday shopping, travel expenses and hosting gatherings or managing a packed calendar with added events. High and unrealistic expectations for the holidays can also add to the stress. Loneliness and grief may also be heightened during this time of year.

Read these tips for some coping strategies to help improve your mental health during the holidays.

1. Practice Mindfulness and Meditation

Mindfulness can be a valuable mental wellness tool. Mindfulness practices can be particularly helpful if you are traveling or dealing with an unusual schedule. If you’re new to mindfulness, there are many online resources and apps to help you.

2. Preventing Burnout – It’s OK to Say No

It’s important to prioritize and simplify. Prioritize by doing the things that bring you joy or what recharges you. Making your grandmother’s cookie recipe from scratch may be something you like to do but if it brings stress, buy cookies at the store, and celebrate.

3. Take a Break

During family conversations, if you see things starting to take a turn for the worse, try not to let it escalate. If you need to, get up and leave the room or step outside until everyone cools down.

4. Get Some Fresh Air and Sunlight

Getting outside for some fresh air and exposure to sunlight can help you relax and lift your mood. Walking outside in the sun can be an effective centering and calming tool.

5. If You’re in Therapy, Stay in Therapy

Even though the holiday season may be overwhelmingly busy, try to keep any regularly scheduled therapy a priority. If you are going out of town and you typically meet in person, ask your therapist about a virtual meeting. Also, talk with supportive friends and family if you need to and maintain self-care routines, including exercise.

6. Grief and Loss

During the holiday season, many people may have a more difficult time missing a loved one they have lost or simply experiencing increased grief. Instead of trying to avoid thinking about your loved one, honor and celebrate them by getting together with other family members and friends and reliving experiences you had with them.

7. Financial Stress

Holiday spending can easily leave people in debit, contributing to stress that may last well into the new year. Try to avoid overspending and instead, celebrate together and be present. Handmade items also carry a special meaning to those receiving them.

The Revenue Growth Champions!

By Michele Rollo-Burns (2018), Director of Revenue

Another Empowerment Story

By Arley Hoskin (2022), Marketing and Ad Specialist

Arley Hoskin (2022), is a Marketing and Ad Specialist in the Corporate Office. Here is what she has to say about her Empowerment:

Ten years ago, I found myself in a position I never expected. I was in the middle of a divorce and working part-time for a church.

I didn’t know how I would ever be able to provide for my daughter with my part-time church marketing gig. Around that time, I applied for a job as a property manager for a non-profit organization. I remember moving from the studio apartment I shared with my daughter into a two-bedroom, two-bath apartment. I didn’t know back then that we were moving into a Class B apartment or that this property management job would ever apply to my marketing career. All I knew was that this property management job was my next right step.

Years later, I had a marketing job for the Missouri Department of Transportation. I had just purchased a townhouse in Overland Park, KS, when inflation began to soar. I knew I needed more than my government salary to support my daughter on just my income.

When I saw the job description for Cohen-Esrey’s marketing role, I knew it was a perfect fit. I had experience in marketing and property management. I would be able to relate to team members in the field.

Since starting at Cohen-Esrey in October 2022, the company has Empowered Me to Thrive personally and professionally.

Personally, I now have the financial stability that has helped me relax and be a more joyful mother.

Professionally, I’ve enhanced my skills in photography, photo editing, analytics, and Google Ads. I’m constantly encouraged to take classes and watch training videos. I can see my professional growth in real time, as I utilize new skills in my role at Cohen-Esrey.

Ten years ago, I couldn’t even imagine what my future might look like. Now, thanks to opportunities at Cohen-Esrey, I can see that my future looks bright.

Core Value of the Month

Ren-OVATIONS
Exemplifying “Best B” Empowerment – Loretto at Creekside

By Richard Williams (2020), Renovation Director

Bringing our “Best B” strategy to fruition, and the direct “Community Impact” it ultimately delivers, can’t happen without a steadfast “Commitment” from our property teams. As quarterbacks of “Integrity,” “Customer and Team Member Fulfilment,” market-rate Property Managers drive both Core Value and renovation excellence.

One of those quarterbacks is Rosalina Arce (2022), Property Manager, at Loretto at Creekside. This beautiful 320-unit market rate asset is located in the San Antonio area (Live Oak, TX). The property is undergoing interior and exterior improvements exceeding $1.6 million. Amenity upgrades include stainless steel refrigerators, washers and dryers, granite countertops, Smart Home Technology (making it first in the portfolio to launch this technology), dog wash stations (see photo), hammocks, the addition of a pool area pergola and game fixtures, just to name a few.

This People & Properties series will recognize renovation excellence by providing you with a property glimpse of Team Empowerment in action. Here’s how Rosalina responded to questions about the value “Best B” delivers for her property.

How does the “Best B” strategy contribute to your property’s success?

Rosalina: The interior and exterior renovations have given us a competitive edge over other properties in the area. Our property now boasts modern and stylish amenities, which have made it more attractive to potential residents. The renovations have helped us to attract high-quality residents, who appreciate the value that we provide.

In managing renovations, what does a typical day look like and how do you balance that with managing operations?

Rosalina: It takes a lot of planning and scheduling ahead. Consistently reviewing the make-ready board to ensure deadlines are being kept. Constant communication with vendors to ensure the product that is being bought is on schedule to arrive at the property. Ensuring that you plan ahead in purchasing product to eliminate shipping delays.

Talk about the feedback from your property team: what benefits and/or operational efficiencies are they most excited about?

Rosalina: The addition of SmartRent helps them to save a lot of time and effort. The time they were spending on re-keying locks after move-out has been eliminated. In addition, the type of faucets we’re using makes installation easy and that saves valuable time as well.

What about the feedback from residents, and prospective residents regarding your property’s renovation initiative: what aspects do they seem most excited about?

Rosalina: Based on the feedback we have received from our residents; the kids enjoy the hammocks, and the adults love to invite friends over for a friendly game of corn hole. The updated fridge and appliances are always a favorite. Not having to rent a washer and dryer saves resident’s money too. The fridge gives our units a more modern look overall.

On optimizing productivity and success: what’s your best advice to any property engaged in renovations?

Rosalina: Even if you’ve vetted your contractors carefully, always keep your options open. For instance, we’re installing granite vanity countertops and the first contactor we used had too many delays. Once we switched, the process became smoother and more cost-effective. Stay flexible because renovations can often present unexpected challenges and/or setbacks. To keep the project on track, be prepared to adjust your plans as needed, Finally, mark deadlines in your calendar and be sure to plan ahead.

The Loretto at Creekside team is one of many market-rate standouts, exemplifying renovation excellence.

It’s the Little Things That Make a Big Difference

This is a continuing feature in People & Properties where we highlight small Property Management 101 types of things that should be done to deliver Customer Fulfillment – and cost little to no money.

Let’s talk about WEEDS and SHRUBS. Weeds and shrubs don’t go together. Are there weeds growing in shrubs and shrub beds? When prospective and existing residents see this, it makes an impression that we don’t pay attention to small – but important – details. Don’t let something this minor be the reason that someone doesn’t become a customer.

Backsliding. Ugh.

The CEC Net Promoter Score during November took a step back and has been +38 for the past few weeks – a full point lower than in October. This is most disappointing and highlights the fact that consistently delivering world-class Customer Fulfillment is very hard. All is not lost however. We began 2023 with an NPS of +35. With a renewed push at the end of this year, we can wow our residents and achieve the resulting bump in the NPS. Nexus 5 held steady at +85. Remember that December can be a tough time of year for many people. Financial struggles, family issues, and pressure from the holidays can collide to result in stressed out residents (and team members!). Taking extra time to acknowledge our customers in little ways – a kind greeting, a helpful hand, a follow-up phone call – all can make a positive difference in someone’s day. And that is part of the concept of Customer Fulfillment.

There are 38 of our communities on a Leaderboard – that’s two less than last month. and 30 have an NPS of +38 or greater – congratulations to those property teams. We also want to recognize Orchard View at +92.86, Orchard View II at +95.24, and The Boulevard at +89.88 for their status in First Place atop their respective Leaderboards! And we want to recognize other properties with an NPS of +90 or better including Mills Crossing at +91.75. We appreciate your Commitment to Customer Fulfillment and so do your residents!!