Taking Care of Business by Taking Care of Your People.

In today's job market, what does it take to motivate, recognize and retain talented employees? Are "big bucks" the only solution for attracting and retaining great workers? Most employees feel that dollars are not the ultimate factor for staying with a firm. A survey of nearly 9,000 property management employees throughout the U.S. reveals that while these employees believe they significantly enhance their companies' performance, the vast majority doubt that their hard work is being fully recognized or rewarded. Hundreds of individuals made comments similar to these: "I work very hard to keep our property operating at its best. I receive a fair compensation and modest bonuses based on our firm's overall performance. Yet I don't feel that my company or my supervisor really appreciates me for what I do."

In his 1999 book, Motivating and Rewarding Employees, Alexander Hiam says that, "how employees feel is the biggest controllable contributor to bottom-line profitability." His research shows that, "an empathetic concern for how employees are feeling and doing," is a critical supervisory skill.

A savvy supervisor utilizes emotional motivation to keep talented workers performing optimally. Hiam uses "emotional motivation" as an approach to motivating employees in which you first make sure the employees feel good about themselves and optimistic and hopeful about the work they have to perform.

When can a supervisor recognize the efforts of their property management employees? The following is advise taken from How to Recognize and Reward Employees, by Donna Deeprose: learning new skills; pitching in to help a coworker; mediating a conflict; volunteering for grunge work; giving a customer extra attention; mentoring a new employee; tackling a problem in a fresh way; making people laugh in a stressful situation; sharing information; taking notes in a meeting; perfect attendance; adapting willingly to change; cross-training another employee.

How can a supervisor determine what rewards will please which employees? A formal survey of employees can be conducted or individual employees can be asked in a private conversation with the supervisor. Ideal times for this conversation could include: a goal setting meeting, performance appraisal session, at the start of an employee's promotion, when outlining educational opportunities with an employee, and even when performing job counseling.

A supervisor should observe the employee in action to determine what seems to make a particular employee respond positively. Is it a flexible schedule? A good book at a break? More of one type of work? Less work overall? More responsibility? An uninterrupted lunch hour?

The following list comes from speaking to property management supervisors and represents their top strategies for motivating employees:

* Keep employees informed on the status of the company in a brief report given with each paycheck.

* Share the glory with regular announcements listing individuals and their specific efforts for positively impacting the company's performance.

* Regularly provide ongoing education.

* Implement at least 20 percent of all suggestions received from employees.

* Explain and regularly review the key objectives of the property owner and asset manager.

* Reward innovation. Allow for mistakes to encourage creativity.

* Promote from within whenever possible.

* Respect employees' personal time.

* Conduct an "If I Ran the Company" survey.

* Deliver unexpected and intermittent rewards.

* Allow flex share of schedules and responsibilities.

* Support employees' charitable causes.

* Provide time management tools and education.

* Provide tips on how to handle multiple priorities.

* Provide education on creative problem solving.

* Provide a gift certificate or value card from Stored Value Marketing Company, 800/972-7481.

As supervisors continue to expect employees to perform a multitude of roles and work more intense schedules, the employee's support team of family and friends becomes even more significant. Many successful employers recognize not only the employees but also the employees' support networks. Some property management companies have recognized employees support members with sweatshirts for all employees' family members. "Bring Your Children to Work Day," and $10 telephone cards for calls home when the employee is on a work assignment away from home are other good motivational incentives.

Other rewards used in successful employee recognition programs include:

* Workouts with company sponsored fitness leader;

* Heel tips and shoe repair certificates;

* Car washes and oil changes;

* Subscriptions to an industry magazine;

* Volunteer days with pay;

* Certifications for education class;

* Attendance to association events;

* Nutritional meals on wheels at lunch at minimal cost to the employees.

No employee expects a bonus or award or special reward every day. But employees desire feedback on their performance regularly from a supervisor. These include: thank you notes, an "brag" paragraphs in employee newsletters, with paychecks or on strategically-placed bulletin boards. It is important to provide regular feedback to each employee often.

According to the newsletter, "Managing People at Work," the Associates Company has a "two-minute rule," which each of its 14,000 employees carries on a pocket card. It says that all employees should spend two minutes a day learning about their colleagues' lives and letting them know they are important. What a great way to quickly build an atmosphere of mutual appreciation and commitment to each other.

RELATED ARTICLE: Thank You 2000 NAA Graders

NAA graders volunteer to review CAM Community Analyses and NALP Market Surveys. They also review projects from approximately 85 CAM classes and 80 NALP classes throughout the year. We appreciate your service to the industry.

The NAA 2000 graders are:

* Marie Bevis, CAM, CAPS, Archon Management Services;

* Nan Cavaretta, CAPS, Park Central Property Management;

* Joanna Coyle, Greater Dayton Apartment Association;

* Larry Cranford, CPM, Harbor Associates;

* Matti English, NALP, CAPS, Comcast Cable;

* Carolyn Fleet, CAM, CAPS, Boston Financial;

* Joe Fullencamp, CAPS, Kreutzjans, Inc.;

* Shelly Funkhouser, CAPS, Village Management;

* Nedra Halley, CAPS, CPM, CCIM, Dunlap & Magee Property Management;

* Babette Harpster, CAM, Atrium Village;

* Pat Hartman, CAM, CAPS, Ohio Capitol Corporation for Housing;

* Doris Hemsworth, CAM, CAPS, Property Management, Inc.;

* Audrey Kelly, CAM, CAPS, Olympic Realty Group;

* Suzanne Lovelace, NALP, CAM, Equity Residential Properties;

* Dennis Malone, CAPS, Gold Crown Management Co.;

* Dan Odum, CAM, CPM, Award Property Management;

* Pamela Richey, NALP, CAM, Piney Woods Apartment Association;

* Peg Routhier, CAM, New Plan Realty Trust;

* Carol Rowald, CAM, CAPS, CAMT, Heart of Texas Mgmt. & Consulting Co.;

* Gary Sanzone, CAM, CAPS, Arc-Way Realtors;

* Lori Settle, CAPS, Related Capital Co.;

* Nathan Slovin, Esquire, New Jersey Apartment Association;

* Linda Stahl, NALP, CAM, Sunridge Apartments;

* Karen Tolley, CAM, The Woods of Britton Apartment Homes

RELTED ARTICLE: Affiliate Training Schedules

Note: Only the first day of the class is listed. Be sure to
confirm with the course sponsor the number of days the
training is held.

Arizona

Arizona/Multihousing Association
Contact: Sue Buri, 602/224-0135

Jun 21    Preventing Leasing Employee Assault &
          Sexual Endangerment
Aug 16    Maintenance Morning
Aug 17    Maintenance Morning
Oct 12    Preventing Leasing Employee Assault &
          Sexual Endangerment
Oct 19    Preventing Leasing Employee Assault &
          Sexual Endangerment
Oct 24    Preventing Leasing Employee Assault &
          Sexual Endangerment

Florida

Jacksonville Apartment Association
Contact: Caron Burkhardt, CAM, 904/997-1890

May 17    Leasing Presentation
Jun 14    Certified Apartment Manager--CAM CRAM
Jun 21    Leasing: Closing the Sale
Aug 1     National Apartment Leasing Professional
Sept 19   Certified Apartment Manager

Apartment Association of Greater Orlando
Contact: Lori Fallon, CAM, 800/770-2246

May 12    Certified Pool Operator
May 18    Certified Apartment Manager
May 18    Certified Apartment Supplier
May 23    CAPS: Marketing Procedures
Jun 9     Certified Pool Operator
Jun 15    EPA Certification
Jun 20    Legal Seminar
Jun 21    Apartment Leasing as a Career
Jun 29    CAPS: Maintenance Procedures
Jul 14    Certified Pool Operator
Jul 19    Leasing Seminar
Jul 27    CAPS:Administrative Control Systems
Aug 11    Certified Pool Operator
Aug 16    Manuals, Recordkeeping, & Employee Relations
Aug 17    EPA Certification
Sept 14   Fair Housing Seminar
Sept 21   Maintenance for Managers
Oct 13    Certified Pool Operator
Oct 18    National Apartment Leasing Professional
Oct 26    EPA Certification
Nov 14    EEOC Seminar
Dec 8     OSHA Compliance

Indiana

Apartment Association of Southern Indiana
Contact: Patty Given, CAM, 812/473-0917

Oct 2     National Apartment Leasing Professional

Maryland

Maryland Multi-housing Association
Contact: Claudine Jester, 410/825-6868

May 3     AnalyzingYour Competitor
May 2     CAM Part III
May 10    CAM Part IV
May 16    CAM Part V
May 23    CAM Part VI
May 17    CAMT: HVAC Intro & Preventive Maintenance
Jun 6     CAM Part VII
Jun 14    CAM Part VIII
Jun 20    CAM Part IX
Jun 29    Effective Communication Skills
Jul 19    Recruiting, Interviewing & Hiring
Sept 14   Fair Housing Seminar
Sept 13   CAMT: Basic Plumbing Repairs &
          Replacements: Part I
Sept 20   CAMT: Basic Plumbing Repairs
          & Replacements: Part II
Sept 27   CAMT: Basic Plumbing Repairs
          & Replacements: Part III
Oct 3     National Apartment Leasing Professional: Part I
Oct 17    National Apartment Leasing Professional: Part II
Oct 24    National Apartment Leasing Professional: Part III
Nov 2     Chlorofluorocarbons (CFC) Training
Dec 13    Time Management Seminar

Missouri

Springfield Apartment & Housing Association
Contact: Lynn Richards-Ludwig, 417-883-4942

May 18    Sales Motivation
Jul 20    Eradicating Drugs From Rental Housing
Aug 17    Mr. Landlord
          Springfield Apartment and Housing Association (continued)
Sept 21   Leasing Powerhouse
Oct 19    Reaping the Benefits of Helping Others

Ohio

Greater Dayton Apartment Association
Contact: Joanna Coyle, 937-293-1170

Sept 12   CAM: Management Theory
Sept 15   CPR
Sept 21   CAM: Personnel Cycle
Sept 26   CAM:Apartment Community Analysis
Oct 10    CAM: Marketing
Oct 11    Preventive Maintenance &Turnovers
Oct 12    Preventive Maintenance & Turnovers
Oct 17    NALP: Introduction
Oct 18    Legal Panel
Oct 19    CAM: Maintenance for Managers
Oct 20    NALP: Legal
Oct 24    CAM: Risk Management
Oct 26    NALP: Leasing Presentation
Oct 27    How to Sell Air Conditioners to Eskimos
Nov 3     NALP: Greeting
Nov 7     CAM: EEO/Government Assisted Housing
Nov 8     Maintenance & Fair Housing
Nov 8     NALP: Keys to Success
Nov 9     Maintenance & Resident Retention
Nov 10    Fair Housing
Nov 10    NALP: Closing
Nov 14    NALP: Transition
Nov 15    CAM: Legal Aspects
Nov 16    Self Empowerment
Nov 16    NALP: Telephone
Nov 17    CAM: Dollars and Sense

Pennsylvania

Apartment Association of Greater Philadelphia
Contact: Leslie Gold, 215-487-0050

Sept 13   Basic Electric Repairs & Replacements: Part I
Sept 20   Basic Electric Repairs & Replacements: Part II
Nov 29    Basic Plumbing Repairs & Replacements: Part I
Dec 13    Basic Plumbing Repairs & Replacements: Part II
Dec 20    Basic Plumbing Repairs & Replacements: Part III

South Carolina

Upper State Apartment Association
Contact: Shannon Cone, 864/242-0200

Jun 7     National Apartment Leasing Professional
Jun 14    Certified Apartment Manager
Jun 7     Certified Apartment Supplier

Texas
Apartment Association of Greater Dallas
Contact: Pat Worley 972/385-9091

May 2     City of Dallas Pool School in English
May 4     Leasing Boot Camp
May 11    Human Resource Management Seminar
May 15    City of Dallas Pool School in Spanish
May 16    National Apartment Leasing Professional
May 24    Fair Housing Seminar
Jun 7     Certified Apartment Manager--CAM Blitz
Jun 17    Freon Recovery Certification in English and
          Spanish

Houston Apartment Association
Contact: Cara Johnson, 281/933-8412

May 9     Swimming Pools
May 10    CAM: Legal Aspects
May 11    CAPS: Financial & Legal Economic Considerations
May 16    Leasing 101
May 24    CAM: Risk Assessment
Jun 5     Make Ready and Repair
Jun 6     NALP
Jun 7     CAM: Community Analysis Workshop
Jul 11    NALP Market Survey Workshop
Jul 11    CAM: Management Theory
Jul 18    Leasing 101
Jul 25    CAM: Community Analysis and
          EEO/Government Assisted Housing
Aug 14    Basic Electric Repairs and Replacements
Aug 15    CAM: Marketing
Aug 17    CAPS: Personnel Policies and Procedures
Aug 24    Business Writing Seminar
Aug 29    CAM: Personnel Issues
Sept 19   Leasing 101
Sept 11   HVAC Introduction & Preventive Maintenance
Sept 12   CAM: Dollars and Sense
Sept 14   CAPS: Marketing Procedures
Sept 26   CAM: Maintenance for Managers
Oct 9     CAMT: Appliance Introduction and
          Preventive Maintenance
Oct 10    NALP
Oct 10    CAM: Legal Aspects
Oct 12    CAPS: Maintenance Procedures
Oct 24    CAM: Risk Management
Nov 6     CAMT: Basic Plumbing Repairs & Replacements
Nov 7     CAM: Community Analysis Workshop
Nov 7     NALP: Marketing Survey Workshop
Nov 9     CAPS:Administrative Control Systems
Nov 16    Fair Housing Seminar

Lubbock Apartment Association
Contact: Lucy Eade, 806/794-2037

Jul 12    Daybreak Dialogue
Jul 13    Maintenance Morning
Sept 14   Dealing with the Media
Sept 22   Certified Apartment Maintenance Technician
Sept 23   Certified Apartment Maintenance Technician
Nov 8     Daybreak Dialogue
Nov 9     Maintenance Morning

Piney Woods Apartment Association
Contact: Pamela P. Richey, CAM, NALP, 936/560-1771

May 16    Resident Retention
Jun 13    Dressing for Success
Jun 27    Personal and Property Safety
Aug 15    Property Liability

Cynthiann King Ms. King is president and chief learning officer of C. King Unlimited Educational Services in Wauconda, Ill. She lends her expertise in seminars and educational consulting to property management companies and associations throughout the U. S. She will be presenting a seminar on employee retention at the NAA Education Conference June 22-24 in New Orleans and has served on the NAA Communications Advisory Board.