Guest: Erin Mahone, SVP of Innovation and Implementation, CLS Living

Host: Evan Happel, Community Boss

Topics Covered:

• Erin's career path: from leasing agent at her own college apartment to SVP
• CLS Living's rebrand and expansion into multifamily, on-campus, and future international markets
• How CLS partnered with Forbes Travel Guide to create a 55-point hospitality standard (inspired by Forbes' 500+ hotel service standards)
• The "4 S's" (Stop, Stand, Speak, Smile) and CLS "curse words" (phrases employees avoid)
• Building an internal AI tool (like a company-specific ChatGPT) for instant policy lookups
• Piloting 3 competing maintenance inspection solutions simultaneously
• How to get tech buy-in from maintenance teams — pain points as the gateway to adoption
• Focus groups by role (leasing managers, account managers, general managers) to identify process gaps
• The challenge of "shadow solutions" — employees creating their own Excel trackers on top of existing systems
• Turn season strategy: tracking KPIs, budget visibility via custom turn boards, and early problem detection
• The importance of phone etiquette and mystery shopping
• Why student housing tech adoption often leads the broader multifamily industry
• Evan's parking software and Erin's college parking horror story (UGA, football Saturdays, repeat towing)

Time

Chapter

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

00:00 Welcome to Boss Talks

00:15 Meet Liz Newkirk

01:26 Community Boss Intro

01:51 Uptown Charlotte Chat

02:38 Setting the Agenda

03:02 Stumbling into Multifamily

03:34 LinkedIn DM Breakthrough

05:19 Career Climb and Pivot

06:12 Joining Loebsack Brownlee

06:54 Where the Firm Operates

## Key Talking Points

1. **Career Transition from Retail to PropTech Legal**: Liz Newkirk's journey from visual merchandising in retail (Saravsky, Victoria's Secret, Fossil) to digital media management at a multifamily-focused law firm (Lobac and Brownley) represents an unconventional career path in the industry.

2. **Digital Media's Role in Legal Services**: The intersection of digital media strategy and legal services for the multifamily industry, demonstrating how traditional professional services are evolving to incorporate modern marketing and communication approaches.

3. **Local Association Leadership**: Active involvement in the Apartment Association of Greater Charlotte, particularly serving as president (or former president) of the supplier committee, highlighting the importance of industry advocacy and networking.

4. **Fashion as Business Intelligence - "Lipstick and Hemlines"**: The episode promises to explore fashion trends as economic and cultural indicators, suggesting a unique analytical framework for understanding broader business conditions.

5. **Geographic Branding and Community Identity**: Discussion of Charlotte's unique terminology ("uptown" vs "downtown," NoDa, LoSo, Sodo comparisons) as it relates to community building, place-making, and how neighborhoods develop identity.

## Notable Quotes

> "When I first came to Charlotte, they were like, 'No, it's uptown.' What's that mean? Why?" — *Liz Newkirk*

> "I use a GPS to get everywhere because I have no idea where I'm going ever." — *Liz Newkirk*

> "What drives me bananas is when people go, 'No Duh.' And I'm like, 'No, it's not like tar, right? It's just NoDa.' Just leave it alone." — *Liz Newkirk*

## Actionable Takeaways

1. **Leverage Non-Traditional Backgrounds**: Visual merchandising and fashion experience can translate into valuable skills for digital media and marketing roles in multifamily, particularly in understanding consumer behavior and visual communication.

2. **Prioritize Local Association Involvement**: Active participation in local apartment associations, especially in supplier committees, creates networking opportunities and establishes industry credibility beyond your primary role.

3. **Connect Physical Space Management to Online Reputation**: As Evan notes, poor parking and amenity management leads to negative online reviews—address physical space issues proactively to protect digital reputation.

4. **Embrace Cross-Industry Insights**: The "lipstick and hemlines" concept suggests value in drawing business intelligence from unexpected sources and industries outside traditional multifamily metrics.

## Topics

- Leadership & Career Development

- Marketing & Branding

- Networking & Industry Advocacy

- Personal Growth & Resilience

- Social Media & Content Creation

- Community Building & Engagement

- Parking & Amenities

- Customer Experience & Reviews

- Innovation & Culture

Listen & Subscribe

• YouTube: Boss Talks on YouTube
• Apple Podcasts: Boss Talks on Apple Podcasts

Sponsor

This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss.

#bosstalks

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

00:00 Welcome and guest intro

01:52 Conference banter and Vegas

03:53 Parking horror stories

06:45 Music motivation picks

09:02 Water only and Fiji debate

12:09 Vacation mindset and workload

13:07 Career journey into multifamily

17:07 Regional role and team growth

19:07 Kenzo cameo and association board

20:35 Board Requirements Talk

20:40 Crystal Merit Awards

22:01 Why Association Matters

22:45 Representation In Leadership

27:10 Bridging Corporate And Onsite

28:26 Amenities Versus Real Needs

29:32 Voucher Policy Fight

33:30 Growing Diverse Involvement

37:53 Family Life And Vacation

39:40 Single Dad Career Balance

41:58 Overcoming The Past

44:30 Closing Thanks And Invite

Listen & Subscribe

• YouTube: Boss Talks on YouTube
• Apple Podcasts: Boss Talks on Apple Podcasts

Sponsor

This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss.

#bosstalks

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

• [00:00] Welcome to Boss Talks
• [00:16] Meet Desiree Starr – Introduction to Desiree and her background.
• [00:57] Introduction to the Show – Evan introduces the show and Community Boss.
• [01:35] Westshore Properties Overview – Desiree discusses Westshore’s reach and locations.
• [02:21] Fun Anecdotes and Conversations – Bourbon, coffee, and industry stories.
• [03:44] Viewer Engagement and Comments – Shoutouts and community interaction.
• [05:16] Parking Solutions Discussion – Resident complaints and parking solutions.
• [06:51] Music Motivation – Desiree’s motivational music and playlist talk.
• [09:32] Caffeinated Beverage Preferences – The art of the “filthy chai.”
• [13:19] Desiree's Journey in the Industry – How Desiree found her passion for training.
• [14:46] Incorporating Humor in Training – Using humor to connect and teach.
• [15:39] Memorable Training Moments – Stories that shaped Desiree’s approach.
• [16:28] Connecting Through Authenticity – The value of vulnerability and authenticity.
• [16:43] The Importance of Fun and Authenticity – Making learning enjoyable.
• [16:59] Closing Thoughts and Reflections – Reflections on authenticity and engagement.
• [17:04] Engaging Virtual Training with Humor – Keeping virtual sessions lively.
• [17:45] Training as the Foundation of Company Culture – How training shapes culture.
• [17:57] Onboarding: Teaching Core Values – The role of onboarding in culture.
• [18:22] Reinforcing Culture Through Learning and Development – Consistency and reinforcement.
• [18:53] The Importance of Professional Development – Retention and growth stats.
• [20:18] Learning Labs: Peer-to-Peer Training – Microlearning and peer teaching.
• [22:06] Career Pathways and Upskilling – Lateral moves and upskilling opportunities.
• [22:28] Interactive and Hands-On Training – Beyond the LMS.
• [23:34] Understanding Professional Love Languages – Communication and motivation styles.
• [25:08] Strategic Learning and Development – Impact on performance and retention.
• [25:25] Effective Onboarding Strategies – Retaining new hires and measuring success.
• [32:38] Creating a Consistent Company Culture – The importance of consistency.
• [33:34] Upcoming Training Sessions and Events – Desiree’s upcoming webinars and classes.
• [34:54] The Role of NAAEI Faculty – Professional development and facilitation.
• [36:31] Final Thoughts and Farewell – Closing remarks and gratitude.

• YouTube: Boss Talks on YouTube
• Apple Podcasts: Boss Talks on Apple Podcasts

This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss.

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

• 0:00 Introduction & Welcome
  Evan introduces the show and guest, Danny Fuston.
• 1:09 Guest Background
  Danny’s experience in student, senior, and conventional housing.
• 1:29 Importance of Facility Management
  Why facility management is crucial for happy communities.
• 2:19 Parking Stories & Challenges
  Hilarious and challenging parking situations, including a truck stuck under a garage.
• 7:13 Danny’s Passion for Student Housing
  What makes student housing unique and rewarding.
• 8:01 Recruiting & Training Students
  How Danny recruits students for turn season and the benefits for both sides.
• 9:16 Learning Practical Skills
  Teaching students and staff valuable skills like painting and maintenance.
• 12:41 Leadership, Empathy & Faith
  Danny’s approach to leadership, empathy, and how his faith shapes his work.
• 16:21 Using Technology in Property Management
  Tools like Yardi, Salesforce, and Power BI for efficient operations.
• 18:41 Preventing Water Damage & Facility Upgrades
  Innovations to prevent costly water damage and improve resident experience.
• 22:06 Housing Market & Cost of Living
  Reflections on rising housing costs and market changes in Texas and beyond.
• 26:58 Final Thoughts & Appreciation Danny’s advice for property managers and closing remarks.

• YouTube: Boss Talks on YouTube
• Apple Podcasts: Boss Talks on Apple Podcasts

This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss.

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

• [0:00] Introduction to Boss Talks
• [0:14] Meet Priyanka Agarwal and JTurner Research
• [0:27] Data Mining and Resident Experience Insights
• [0:54] Host Introduction: Evan Happel and Community Boss
• [1:29] Priyanka’s Role: The Resident Whisperer
• [2:00] Parking Issues in Communities
• [2:57] Personal Stories of Parking Woes
• [7:41] Music That Motivates: Priyanka’s Playlist
• [9:13] Caffeinated Preferences
• [10:04] Priyanka’s Journey into the Multifamily Industry
• [13:56] Lessons from Other Industries
• [13:56] The Four P Principle: Professional, Polite, Personalized, Prudent
• [15:41] Renewing Kindness in Online Reviews
• [18:39] Simple Acts of Kindness in Property Management
• [20:49] Consistency in Resident Experience
• [22:48] Daily Living Experiences vs. Resident Events
• [23:25] The Importance of a Unified Team
• [24:07] Building a Four P Culture
• [24:30] Human Decency and Basic Etiquette
• [24:45] Observations on Modern Youth and Kindness
• [25:35] The Role of Parents in Teaching Kindness
• [26:57] Customer Service Stories: Lessons from Dogtopia
• [29:27] The Importance of Trust in Brands
• [30:40] The Rise of Brand Ambassadors and Influencers
• [33:40] Wild Tunes: Music for Shelter Animals
• [35:39] Expanding Wild Tunes Nationally
• [38:58] The Impact of Kindness and Compassion
• [40:00] Closing Remarks and Invitation to Boss Talks

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

• 00:00 – Introduction by Evan Happel; guest Andrea Taylor introduced
• 00:10 – Andrea’s background and experience in multifamily property management
• 00:54 – Andrea’s journey: from early startups to founding Livsee
• 01:47 – The decision to start a company and identifying industry problems
• 03:23 – Parking challenges in multifamily properties; creative solutions
• 05:20 – Partnerships with vendors and managing property issues
• 07:16 – Music and motivation: Andrea’s favorite songs and film scores
• 09:00 – Andrea’s caffeinated beverage of choice: matcha lattes
• 10:16 – Deep dive into Andrea’s multifamily experience and transition to tech
• 12:00 – The current state of the multifamily industry: supply, competition, and technology
• 13:57 – The role of AI in property management and Livsee’s unique approach
• 16:26 – Fundraising journey: challenges, rejections, and finding the right partners
• 18:59 – How Livsee’s AI works: integrations, data models, and natural language processing
• 21:13 – Incentivizing renters and leveraging data for better decision-making
• 23:52 – Sentiment analysis and reporting for property managers
• 27:02 – Early adopters, beta testing, and building with customer feedback
• 29:59 – The importance of intentionality in AI and fair housing compliance
• 33:06 – The renter lifecycle: nurturing leads, renewals, and move-outs
• 36:00 – Opportunities for AI beyond leasing: maintenance, partnerships, and more
• 40:05 – Andrea’s passion for film, screenwriting, and favorite movies
• 43:00 – Closing thoughts, gratitude, and how to connect with the show

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.

• [0:00] Introduction and Guest Welcome
  • Host Evan Happel introduces the show and welcomes guest Christina Koski.
• [0:30] Getting to Know Christina Koski
  • Evan shares how he met Christina and her background in the industry.
• [0:40] Board Membership and Networking
  • Discussion about joining the WMFHA board and Christina’s role at Security Properties.
• [1:48] Fun at Industry Events
  • Stories from recent industry events, team building, and networking.
• [3:00] Rock Painting Memories
  • Christina and Evan reminisce about a memorable rock painting activity at a retreat.
• [4:50] Parking Challenges and Solutions
  • Christina discusses parking issues in Seattle and creative solutions like stack parking and valet services.
• [8:20] Music Preferences and Playlist Contributions
  • Christina shares her favorite music and adds songs to the Boss Talks playlist.
• [10:04] Caffeinated Beverage Choices
  • Christina and Evan talk about their go-to coffee orders and caffeine habits.
• [11:30] Christina's Career Journey
  • Christina describes her unique path into the multifamily industry, from security guard to regional director.
• [24:15] The Role of Champions in Personal Growth
  • Christina explains the difference between mentors and champions, and highlights key people who helped her grow.
• [25:45] Working with Tully Reer
  • Christina shares lessons learned from working with Tully Reer at SPR.
• [26:20] Modeling Emotional Control
  • The importance of emotional control in leadership and how Christina strives to model it.
• [28:06] Influence of Misty Rowell
  • How Misty Rowell pushed Christina out of her comfort zone and the value of vulnerability.
• [29:42] Embracing Discomfort and Growth
  • The importance of trying new things, public speaking, and personal development.
• [30:57] Financial Masterclass Announcement
  • Christina announces an upcoming financial masterclass for property managers.
• [33:37] Understanding Real Estate Value
  • How revenue changes impact the value of a property and the math behind real estate investments.
• [35:18] Parking Charges and Community Value
  • Discussion about parking fees, community value, and covering development costs.
• [39:47] Volunteering and Community Service
  • Christina’s passion for giving back, her award for community service, and involvement with local organizations.
• [45:31] Joining the Board and Career Growth
  • Why Christina joined the WMFHA board and the benefits of industry involvement.
• [47:38] Mentorship and Leadership Programs
  • Christina’s participation in mentorship programs and the value of peer support.
• [50:27] Show Wrap-Up
  • Final thoughts, how to be a guest on Boss Talks, and closing remarks.

#bosstalks

*The views and opinions expressed on Boss Talks are those of the host and their guest(s) and do not necessarily reflect the official policy or position of Community Boss.