Sep 19

Making People Happy: Maverick Residential

Posted by: Entrata | Category: Summit

At the 2019 Entrata Summit in Park City, Utah, Maverick Residential took the stage to discuss company culture, change management, and the power of technology partnerships. Filled with unique insights and expert perspectives, this power panel outlined best practices on evolving as a property management company in today’s apartment rental industry.

Maverick is driven by a core philosophy:

These areas of focus are all interdependent and are what drives Maverick to excel.

“The premise of our company is simple – people first,” said Jasmine Greene, vice president at Maverick. “And if we treat our people right and make our people happy, they’ll do better at their jobs. If they do better at their jobs, our clients will be happy. This is our foundation and what we’ve built everything off of.”

With their core values identified and their company culture defined, Maverick knew they needed to find a technology partner that could help them meet their needs and exceed their goals as an organization. Maverick made the decision to partner with Entrata in 2018 to help make this a reality.

“We wanted to break the mold of the same way everything’s been done in multifamily for the last 60 years,” said Greene. “One of our core values is to embrace technology and be different. After we met with Entrata and learned what they had to offer, we knew we had found the right fit.”

Because transitioning to a new technology provider can be a difficult process, Maverick took a number of steps to simplify this process (which they described as controlled chaos). For example, they focused on a unique vocabulary to use with associates during the change management process that included words like “embrace,” “accountability,” and “counseling.”

The open communication with Entrata during the transition was another critical aspect of the change management process (and is something that continues to this day). While rolling out Entrata, Maverick would have weekly calls with their leadership teams to identify problems or questions that needed to be addressed. The following day, they would have a call with their customer success manager to discuss these issues and solve problems.

Another goal of Maverick’s after partnering with Entrata was to go completely digital. They felt that going paperless would lead to more visibility among associates on the availability of products, increased accountability, better time management, and elimination of excuses. This was something that could help differentiate them from competitors, according to Greene.

“Going digital has increased transparency and visibility among our employees,” said Greene. “It’s helped give us a better understanding of how employees are using their time. We can immediately see when there’s a misstep by an associate and we can quickly address it. We’re also able to hold them more accountable – we can see where people are at, how they’re spending their time, and what they’ve got done that day.”

The switch to Entrata has also helped Maverick make big strides in empowering their maintenance teams. With better processes in place and new technology tools at their fingertips, their maintenance teams are able to better meet the needs of their communities and improve the resident experience.

“Entrata gives our maintenance teams a whole new level of empowerment,” said Nick Orton, director of maintenance at Maverick. “The biggest challenge was figuring out how to digitize the make-ready board. There was a lot of trial and error to perfect this process, but now it’s easier than ever before. There’s no more printing out papers and writing down tasks – everything is digital and it’s really simplified our processes and increased our overall efficiency.”

The benefits of utilizing new technologies and going digital continue to impact Maverick in a variety of ways.

“These changes have also helped Maverick be more competitive from a recruiting perspective,” said Orton. “As millennials continue to fill these jobs, they want to use mobile apps and not whiteboards. We made the decision to embrace this technology and so that we could be a step ahead, and so far, the investment has been well worth it.”