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THE PREMIER MULTIFAMILY EVENT IN THE MIDWEST!

Schedule

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All
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Leasing
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Property Management
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Marketing
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Maintenance
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Regional Supervisor
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Student Housing
8:00am - 9:00am

First Time Attendee Welcome Event (Invitation Only)

IAA would like to invite all new members, first time attendees, and first time exhibitors to the First Time Attendee Welcome Event prior to the Opening Session.

9:15am - 10:15am

Opening Session - 5 Steps to Making the Impossible Possible

Ben Nemtin

Ben has driven many other people to chase and achieve their dreams, as both a helping hand and as an inspiration. These experiences have taught him that articulating and prioritizing your personal goals is not a selfish act—but one that creates a ripple effect that can both help others directly and inspire others to live their best life. Ben weaves the remarkable story of how The Buried Life grew from 100 impossible dreams into a global movement and connects his story to the fabric of our daily lives.

Ben’s message of radical possibility combined with his ‘5 Steps to Make the Impossible Possible’ leaves audiences not only inspired but also equipped to tackle the seemingly insurmountable. Ben’s system of achieving impossible goals demystifies daunting tasks by turning ‘dreams’ into ‘projects’ and creating a digestible pathway to success. Ben reminds us that it’s never too late to start your list or leave a lasting impact on others.

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10:30am - 11:30am

25 Sales and Marketing Ideas for under $100

Kate Good

The title says it all.

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MK
PM
SH

Managing the Red Carpet

Laurie Guest

A Show Business Guide to Customer Service

Do you roll out the red carpet for your customers? Do you want to learn tangible ways to treat them like the VIP celebrity guests they are? Could you use some creative ways to express how much you value their business? This entertaining, yet practical program is ideal for groups who desire to deliver stellar customer service while achieving overall business objectives.

Attendees will:

  • Identify misleading signals and learn how to change them overnight
  • Learn the five taboo words what to say instead
  • Create a showtime culture throughout the organization
  • Determine which team actions deserve an encore and which need the curtain pulled

Managing the Red Carpet Handout

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PM

Do Your Best and Caulk the Rest! The Maintenance Perspective

Jackie Ramstedt

“We can’t afford that!!! It’s not in the budget!” How many times do we hear this? Running any multifamily property in today’s economy can be challenging at best. Whether dealing with a shortage of man power, increasing resident demands, or a lack of tools or training, no matter if it’s a brand-new Class A or a “challenged” Class C property; it always seems that there is never enough money in the maintenance budget to get the job done “right”. Why do our management companies budget so much for all those “fu-fu marketing items” but not enough for maintenance or capital items we so desperately need?! Although our jobs as maintenance employees are to increase the value of the asset by taking care of the physical and mechanical aspects of the property, it seems to get more difficult each year. How can we keep our attitudes “positive” and continue to be more productive to meet our owner’s goals year after year, without the necessary tools and training we need to achieve them? Are we getting set up to fail? NO…of course not!

Do Your Best and Caulk the Rest Handout

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Pricing/Preparing for a Softer Market

Dom Beveridge

Multi-family housing has never seen a longer bull market in its history. So long, in fact, even the tired old “What inning are we in?” metaphor is no longer being asked. Yet not matter how much longer this run goes, we all know that eventually it will come to an end. Smart operators will not wait for the downturn to be prepared. They’ll have a playbook planned and ready for execution!

Learning objectives:

  • Understand how best to adjust to a world where order-taking disappears and sales execution becomes very important again
  • Gain an understanding of how changes in price sensitivity during down turns affects more than just base rents
  • Be able to apply renewal strategies that will defend occupancy during bear markets
MK
RS
11:45am - 12:45pm

Be Careful. Your Culture is Showing.

Jen Piccotti

If Culture is defined as the response an employee can expect from the company in any given situation, what does your company culture currently say about you? With employee engagement in the multifamily industry at an all-time low, and competition for talent at an all-time high, no one can afford to ignore what employees are experiencing – and broadcasting – at your company.

In this session, you’ll learn:

  • Why defining your culture is critical to attracting and retaining team members,
  • The importance of each team member’s role in bringing out positive cultural shifts within their circle of influence,
  • The staggering cost of ignoring negative culture cues, and
  • How take first steps into defining and nurturing a culture that is truly brag-worthy
PM
RS

Life in the Espresso Lane

Laurie Guest

How to Be Smooth, Bold and Balanced In a Fast-Paced World

What if you could give yourself an instant pick-me-up by a simple change of thinking – even in stressful times? If you find yourself zapped after encounters with customers or coworkers, this course offers simple yet powerful ways to instantly become engaged, motivated, and energized. You will learn practical mental “lattes” – ideas you can serve yourself any time you need to get your perk on!

This fast-paced, fun, interactive program will give you the tools to blend your own energizer. You will leave with new pep and excitement for the day. After you savor her “cup of sanity” once, Laurie’s humor and wisdom will make you want to drink in her ideas daily.

Attendees learn:

  • One action to become indispensable at work
  • Behaviors to positively stand out from the pack
  • The best way to build rapport with others
  • Ideas to achieve personal balance in life
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The Fair Housing Guru Gameshow

Wesley Aleshire

If you’ve ever attended a Fair Housing seminar that gave you the impression that it was a boring topic, I’m prepared to prove that theory wrong! This will be the most engaging Fair Housing seminar you’ve ever attended.

We’ll go on a journey from the history of anti-discrimination legislation through the anticipated changes of tomorrow. Our conversations will be packed with great leaders, inspiration and the unforgettable sacrifices made so that we would have the tools to provide fair housing for everyone.

Experience Fair Housing like never before with an interactive gameshow that will make you feel like the next contestant of a live TV show.

Learning Objectives

  • Gain a clear understanding of the different types of discrimination and how they impact your daily routine.
  • Get answers to the most common Fair Housing questions.
  • Gain a clear understanding of the most current federal Fair Housing issues impacting our industry.
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The Rhythm of Leadership

Mona Vogele

Having an insufficient level of “ready” talent to lead is one of the most significant operational risks for organizations today. 84% of organizations anticipate a shortage of leaders in the near future and 25% of those surveyed say that less than 10% of critical leadership positions have developed successors.

As a former leader at Southwest Airlines, Mona understands influential leadership and in this presentation, she shares her insights and strategies on how Southwest teaches their leaders how to master the four stages of leadership, helping them grow leadership influence, build highly engaged teams, inspire accountability, and achieve massive results.

  • Improve the employee experience to effectively build trust and accountability.
  • Build strong relationships that connect with your employees to drive engagement and productivity.
  • Increase retention and profitability by developing, positioning and equipping your teams with the tools they need for success.
  • Create momentum and get continued results with just a few simple steps.
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RS
SH
12:45pm - 1:45pm

Lunch & Awards

The following Midwest Prodigy Awards and Awards of Excellence will be handed out during lunch:

  • Outstanding Regional Community of the Year
  • Best Community Designed for the Physically Challenged
  • Best Project-Based Subsidy Community
  • Best Student Housing Community
  • Best Community Corporate Suite Program
  • Best Community Green Initiative Program
  • Best Maintenance Shop
  • Best Mixed-Use Community
  • Best Use of Technology
  • Best Floor Plan Under 800 sq. ft.
  • Best Floor Plan 801-1100 sq. ft.
  • Best Floor Plan Over 1100 sq. ft.
  • Exceptional Corporate Support Team Member
1:45pm - 5:00pm

Trade Show

2:45pm - 3:45pm

Leasing Alert: Don't Get Ghosted

Kate Good

You think you have a hot prospect. Everything is going well. They are giving you a positive vibe. You think the application will be completed at any moment and then you never hear from them again. Ghosting is a sales problem we need to address before the ghosts take over!

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Are We Having Fun Yet?

Laurie Guest

Communication and Teamwork is More Than a Game of Chance

Is your team overdue for a fun, laugh-while-learning experience? Wouldn’t it be nice if you could also get them reacquainted, reenergized, and recommitted to your organization’s goals? Heck, while we’re at it, why not throw in improved personal interactions and a morale boost?

During this customized, game-style program, audience members work together to build better communication and teamwork skills. The session is both enjoyable and highly interactive.

Attendees learn ways to:

  • Improve communication between all types of team members
  • Build better internal and external rapport
  • Create a fun environment and lasting workplace relationships
  • Build a team that withstands myriad daily stressors
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RS

Gain Your Marketing Edge with Google

Kristi Fickert

Google is today’s marketing power platform, and you’re most likely already using it in some capacity to lease more apartments. But, google is consistently upgrading their tools, announcing new features and launching additional products to help businesses get discovered online. Our experts will bring you up-to-speed with the goings on at google, so you can be in-the-know on the latest offerings within their suite of products and know which of these to apply to your digital marketing strategy for the most significant impact. No matter your role or position, you’ll gain the knowledge you need to ask the right questions of your digital partners and drive your google strategy to new heights with better results.

Learning objectives:

  • Learn about google’s free marketing tools and how to increase the power of your
  • Performance without spending more marketing money.
  • See what’s on the horizon with google, then become an early adopter and get
  • Discovered online before your competitors.
  • Review three ways you can connect your google marketing efforts to the rest of
  • Your strategies, for ultimate cross-channel performance
MK
PM
SH

Maintenance is from Mars...... The Office is from Venus

Chad Moulin

Help us help the residents! This class is for our office and service teams. The office staff can play a crucial role in customer service from the maintenance team. How do you open communication between maintenance and the office? How can the office staff help maintenance get the job done fast and done right the first time? Learn the tips to make it happen. The maintenance staff and the residents will thank you for it.

Maintenance is from Mars Handout

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4:00pm - 5:00pm

Psychology of Customer Service

Wesley Aleshire

We all know what good and bad service looks and feels like but do you know how others perceive your level of service? You will after attending this session! Each person will take a personality test that helps them understand their own style when dealing with customers and coworkers.

Oftentimes others see us differently than we see ourselves, by attending this session, you’ll learn how others perceive you and how to project the image that you’d like to be known for. Giving great customer service takes more than a great attitude, it takes an understanding of the image we project to others through our actions and behaviors.

✓ Assess how we respond to conflict

✓ Identify strength & weakness in our approach

✓ Understand how our actions are perceived by Others

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How Might We Work Better Together? Shift to a Design Thinking Mindset to Make Group Collaboration Easy

Collabo Creative

The power of Design Thinking lies not in a simple process but rather in the set of beliefs and attitudes that shape how we act. In this session you’ll learn about the Design Thinking Mindset developed by Collabo Creative through over a decade of research in teaching and practice. With the use of applied improvisation, an approach that comedic improvisers use to cocreate scenes without a script, we’ll guide you through several exercises that anyone can use to develop their collaboration, creativity, and communication skills. Come prepared to try, fail, and have fun.

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Managing Your Digital Curb Appeal

Jen Piccotti

You respond to resident reviews with grace, your social media presence has flair, so your online reputation is solid, right? Maybe not. The evolution of our industry and our increasing reliance on smartphones brings a new set of measures for your reputation. In addition to creating relevant and useful social media content and managing reviews generated by residents, you also need to be aware of – and engaged with – reviews generated by your employees and the degree to which your organization supports the community-at-large. As the scope of “reputation” gets broader it may be time for a reputation evaluation. In this session, learn 3 Key Steps to take to ensure your Digital Curb Appeal is Best in Class.

Learning Outcomes:

  • Understand the full scope of your online reputation and who your true audience is
  • Apply updated strategies to managing resident-generated reviews
  • Discover how to incorporate reputation management lessons learned to all aspects of your “digital curb”
MK
PM
RS
9:15am - 10:15am

Dealing with Difficult (#%*@!) People 

Roselyn Connor

First rule, everybody is someone’s difficult person. That being said, some people are difficult to half the people with whom they come in contact. These are the folks that come to mind most often. But, we’re not going to deal with just the outrageous personalities. This seminar is going to uncover all those behaviors and attitudes that cause others within working range to be ruffled. Our program is systematic. We show the problem and offer good, strong solutions that can be implemented. We’ve designed our course to help your workplace run much smoother and get people to be more focused on the real issues at hand instead of being unduly distracted by personalities.

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The Six Dreaded Words in CX – You’ll Have to Call Customer Service

Mona Vogele

According to Walker, a Customer Experience study group, by 2020 the customer experience will drown out price and product as the key differentiator for brand dominance. And 74% of senior executives believe customer experience impacts the willingness of a customer to be loyal to your organization. That is a massive shift in the way customers decide who to do (or not do) business with so it’s a no-brainer to say that companies need to get ready now, so they are prepared for this inevitable change. In this presentation, Mona brings in her decade of experience with Southwest Airlines and delivers real-world success stories and the four key strategies for delivering an off-the-charts customer experience. Audiences will learn about the latest statistics driving customer service and how that impacts the bottom-line. You’ll learn how to crush the competition and gain customers for life.

  • Learn how to deliver great customer service consistently that will drive results.
  • Learn how the customer experience increases customer loyalty.
  • Build a customer experience strategy for your organization.
  • Understand how to better connect with your customers, both internal and external, to promote long-term success.
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You Had me at Hello…Or Did You?

Jackie Ramstedt

Powerful Skills for Today’s Sales Professionals

Whether you have been in the multi housing industry for 5 days or 5 years, this “FUN-packed” leasing, sales seminar is full of powerful psychological and motivational strategies for the Professional Leasing Consultant in today’s world. In this age of strong competition, with new communities springing up on every corner, this seminar’s focus is on how to make the leasing experience one that “stands out from the rest…. memorable”. We take the “entire leasing experience” from initial contact over the telephone, to greeting and qualifying that prospect, understanding their needs and wants, using those needs to customize their demonstration of the apartment home or model, overcoming any objections they might have, “asking for the money”, in other words making the sale! This “full cycle” of leasing is paramount to the success of each encounter with our prospects as well as improving our unique sales abilities and skills. There are 5 distinct thought provoking key changes you must do to insure a successful sale.

You Had me at Hello Handout

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8 Core Essentials to Property Maintenance Supremacy

Chad Moulin

This class is all about the management of the operations side of your property. On all properties, large or small, new or old, luxury or affordable, each property is unique! Even though they are unique there are 8 core values that if implemented will ensure success on your property. Find out what they are, how they connect to one another, how they will strengthen your team and how they all effect your occupancy and your bottom line! Start your properties down the path to maintenance supremacy by attending this session!

8 Core Essentials to Property Maintenance Supremacy

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10:30am - 11:30am

MAINTENANCE: Decoded Session Description: What is the MainTrix?

Chad Moulin

Discover a new and innovative way to structure your entire maintenance operations. Get the absolute most out of every aspect of your service departments. Learn about what actual property stats can tell you about your service teams on the surface and more importantly on a sub-level. There are many pieces that make up your service department. Planning, scheduling, assessments, training, procurement, time management, resident retention, organization and more. Knowing the secret on how to put all of these pieces of the puzzle together seamlessly is a powerful skill that can bring huge results.

Maintenance Decoded Handout

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How Might We Solve Problems Better Together? Get Hands-On with Design Thinking

Collabo Creative

Ever feel like your team struggles to think outside of the box? Or, do you wish innovating and solving problems collaboratively could be both easier and faster—and maybe even a little more fun? By using a simple and common framework for solving problems, teams are better equipped to work together toward a common goal. Design Thinking lays out a process for creative problem solving that you can apply to your work and your life. Discover about how this process works in a hands-on workshop where you’ll “learn by doing” and walk away with experience in using your creativity to solve a problem.

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Maintenance Operations & Service Culture - How to Create and Maintain an Amazing Service Culture and Get Better Results

Mark Cukro

This seminar is fantastic and recommended for all associates and all experience levels. In this session you will learn new ways to improve the overall quality of your service department, how to manage a service team more effectively, and how to create a service culture that wants to continually deliver better service to your residents. You have never been to a seminar like this; it is fun, engaging very informative, and taught by someone started on site.

We will give you the tools to build a team that performs at higher standards, discuss how to implement new ideas successfully as well as gain buy in from everyone on the team. You will also learn the most common mistakes Leaders, Managers and Service Managers make and how to avoid them.

The new techniques you will learn are proven ways to motivate team members and we’ll even discuss how to really get the shops and processes organized and why it is so important to the success of an organization.  If you want to improve your service department, learn new ways to become more successful or just want new ideas on how to deliver better service this fun and engaging session is highly recommended.

Maintenance Operations & Service Culture Handout

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Reputation Management: Building an Army of Brand Defenders

Kristi Fickert

In today’s marketplace, 90% of consumers trust the opinions of their peers and make realtime buying decisions based on reviews – or lack of them. But, how do you know which marketing strategies are the best ones to improve your online reputation? How do you know which tools are going to result in the significant ROI your boss will ask about? And most of all, how do you take action to improve your property’s reputation so you can separate your community from your fiercest competitors? Paying attention to how your property is perceived online can pay dividends in the long run, lead to a significant reduction in spend on lead generation and create an army of brand defenders who are so in love with your service and their experience, they’ll defend your community, relentlessly.

MK
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RS
11:30am - 12:45pm

Lunch & Closing Session - Change the Game

Tim Gard

Tim Gard is a motivational speaker who teaches how to reduce stress and proves that overly complicated tasks can become surprisingly uncomplicated—FAST! The best business keynote speaker and trainer on how to reduce stress!

When your organization needs training on how to reduce stress and dysfunction, it’s time to Change the Game!

Life is a game; business is a game; travel is a game. Well, literally everything is a game that usually involves winners, losers, and spectators. This ‘Change the Game’ keynote helps you discover how to change any game to your advantage when encountering situational stressors, toxic people, and various challenges inherent to life.

The pressure to accomplish more with less, meet tight deliverable expectations, and respond with professional promptness can create stress, cause team dysfunction, and even decrease morale. The attitude that “everything seems so serious, heavy, and intense” is more than unproductive; it’s a truly unhealthy way to work and live!

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12:45pm - 3:45pm

Trade Show

1:15pm - 2:15pm

Listening First So the Shouting Doesn’t Start

Roselyn Conner

This course takes listening to two levels: improving your listening habits and getting others to listen well to you. We offer ideal training for your entire staff. Attendees will learn the 6 signs that listening is actively happening, the interpretation and effects of body language, focusing on interactive stimuli, avoiding the barriers to listening, getting people to pay attention to your words and intent, and how to listen at a higher level.  They’ll learn how many fiascoes, including relationship fallouts, can be avoided by first listening to people and being certain what they meant is what you heard.

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How to Know That Your Amenity Pricing is Correct (includes how to know if you're getting the appropriate ROI on renovations)

Dom Beveridge

Typically 6-10% of an apartment home’s rent is from units amenities (and some 3-4 times that). Yet most communities “set and forget” their unit amenity pricing. Over time, these configurations get stale. At best, some rent is left on the table; at worst, poor amenity pricing can make it harder to lease and thus increase vacancy. This is particularly a problem with renovation pricing. Learn from an expert on how to audit and assess unit amenities. Warning: there will be some “Excel” involved 🙂

Learning objectives:

  • Be able to implement a simple method for auditing a community’s amenities
  • Be able to analyze key market response indicators that tell us whether amenities are over- or under-priced
  • Know how to properly calculate IRRs/ROIs on renovation upcharges
MK
RS

You Can't Train DNA

Mona Vogele

Hiring & retention have risen to the No. 2 challenge for HR leaders today with 51% of workers across all industries actively seeking a career change.  So how does one company, Southwest Airlines, average a 4-5% turnover rate year after year in an industry that averages 12-15%?

As a former leader and trainer at Southwest, Mona shows today’s leaders how to build an epic employee experience through a strong company culture that both leaders AND their employees find irresistible. Through real-world examples and inspiring stories, leaders learn how to “turnover” their retention strategy and build a team of loyal rockstars.

  • Build hiring strategies that will help leaders avoid a bad hire.
  • Understand the myths surrounding employee turnover and how to bust them.
  • Learn how the power of people-focused leadership helps with building and developing teams.
  • Discover the latest HR trends and developments in hiring to gain insight into the future.
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RS

Time Management for Multifamily - How to Really Get More Done in Less Time with Less Stress

Mark Cukro

If you want to reduce the amount of work piling up on your desk and get more completed in less time this session is for you. This session is designed to be specifically applied to the Multi Family Industry and you’ll learn new tips and proven ways to be more productive.

This unforgettable session will cover organizing priorities, tasks, and how long it should really take to complete tasks such as HVAC repairs, replacement, water heater replacement, and how to get to all those emails that flood your inbox every day. Whether you are in the office or in the service department you will take away some effective ways to manage time more efficiently and have a great time.

Time Management for Multifamily Handout

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2:30pm - 3:30pm

Top 10 Hacks Learned from 20 Years in Pricing, Sales and Marketing in MFH

Dom Beveridge

The principals at D2 Demand have been in pricing, sales and marketing for 20+ years (well over 100 years combined). This rapid-fire presentation will cover 10 of the top lessons they have learned operating in, and consulting to, the multifamily housing industry

Learning objectives:

  • Know how to implement the single most effective and low-cost marketing tool
  • Be able to execute the best ideas for moving vacant units, particularly longstanding vacants
  • Understand how to stop leaving money on the table come renewal time
MK
PM
RS

Selling via Social

Kristi Fickert

30 quick ways to increase sales, retain more clients and market like a pro by leveraging today’s most popular platforms.

Learn how you can tap into social media outlets and use them to your advantage; not just for brand engagement and awareness, but to actually drive sales. By employing the right techniques and campaigns and making some adjustments to your content, your social channels can provide a healthy pipeline of qualified prospects and referrals – not to mention a boost to your retention rates. Social is substantial. And economical. It’s a big space, with a ton of potential customers, where everyone has a voice. And there’s a lot more to social than just fun posts about recipes or apartment decorating on a budget. We’ll show you how to dial into an additional set of strategies that are most likely to drive actual renters to engage and take a sales action, so you can turn them into a resident. Plus, learn how to weave social sales techniques into your retention and outreach efforts to help you keep both your current residents and your network of business partners coming back for more.

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MK
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SH

Silence is NOT Golden - Engaging Customers and Soliciting Feedback

Mark Cukro

A quiet customer is not a good customer! Well, how do we get feedback that is actually helpful and solution oriented? This presentation is fun, energetic, and will immediately change the way you deliver customer service.

You will learn some of the best practices from companies that are considered superb at engaging their employees and customers and consistently keeping them impressed.

We will discuss the difference between “lack of complaints and excellent service” so you can return with an action plan and make the small changes that people genuinely want and truly make a difference.

This is a unique session and unlike anything in the industry so if you want to make great positive changes, create a great service culture or just improve a little this is the session for you.

Silence is NOT Golden Handout

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4:00pm - 5:30pm

Maintenance Executive Social Hour

6:00pm - 7:00pm

Midwest Prodigy Awards Reception

Location: JW Marriott Indianapolis (10 S West St., Indianapolis, IN 46204)

The following Midwest Prodigy Awards and Awards of Excellence will be handed out during dinner:

 

  • Best Community Resident Retention Program
  • Best Company Wide Employee Relations Program
  • Best Decorated Model
  • Best Industry-Related Innovation
  • Best Lease-Up Community
  • Best Leasing Office/Clubhouse (11+ Yrs)
  • Best Leasing Office/Clubhouse (1-10 Yrs)
  • Best Overall Amenities (11+ Yrs)
  • Best Overall Amenities (1-10 Yrs)
  • Best Overall Community Marketing Program
  • Best Overall Corporate Marketing Program
  • Best Overall Curb Appeal (11+ Yrs)
  • Best Overall Curb Appeal (1-10 Yrs)
  • Best Renovation Project
  • Best Repositioning of an Asset
  • Best Social Media Program, Community
  • Best Social Media Program, Corporate
  • Best Tax Credit Affordable Housing Community
  • Best Use of Technology
  • Best Website, Community
  • Best Website, Corporate
  • Community of the Year (11+ Years in Age)
  • Community of the Year (2-5 Years in Age)
  • Community of the Year (5-10 Years in Age)
  • Community of the Year (New Development)
  • Donald J. Williams Volunteer of the Year
  • Rick Stapp Regional Supervisor of the Year
  • Grace McFadden Manager of the Year
  • Assistant Manager of the Year
  • Leasing Professional of the Year
  • Alberto Covarrubias Maintenance Supervisor of the Year
  • Maintenance Technician of the Year
  • Associate Member of the Year
7:00pm - 9:30pm

Midwest Prodigy Awards Dinner

Location: JW Marriott Indianapolis (10 S West St., Indianapolis, IN 46204)

Platinum
Gold