Sue Vickery Boss 113: Management Preferences Versus Resident Preferences

Show Notes & Timestamps

• 0:00 – Introduction and Guest Welcome
• 0:23 – Meet Sue Vickery
• 0:33 – Sue’s Company and Success Story
• 1:03 – Host Introduction & Community Boss Solutions
• 1:41 – Sue’s Journey to Entrepreneurship
• 2:10 – Parking Problems in Multifamily Housing
• 4:38 – The Importance of Resident Experience & Online Reviews
• 5:06 – Zillow Data: Parking as a Top Resident Concern
• 5:36 – The Myth of Decreasing Parking Demand
• 6:59 – Music Preferences and Motivation
• 8:39 – Cold Brew: The Ultimate Beverage
• 10:14 – Sue’s Career Background
• 11:02 – From Property Management to Acquisitions
• 13:24 – Resident Experience Role at TCR
• 15:04 – Designing for Retention vs. Attraction
• 19:24 – Amenities That Matter (Smart Tech, Showers, Bathtubs, etc.)
• 28:50 – Home Comforts and Daily Appreciations
• 29:38 – Sound Insulation Challenges in Apartments
• 30:22 – Management Expectations and Resident Retention
• 32:04 – The Impact of Concessions on Leasing
• 35:53 – Amenities for Different Property Classes (A, B, C)
• 36:55 – Outdoor Spaces and Modern Amenities
• 38:41 – Functionality Over Aesthetics in Rentals
• 40:14 – Management Preferences vs. Resident Needs
• 41:00 – Package Delivery and Management Practices
• 44:12 – 24/7 Amenities and Resident Satisfaction
• 45:56 – Technology Solutions for Property Management
• 47:46 – Marketing Strategies and Digital Campaigns
• 58:39 – Final Thoughts and Future Episodes

Key Topics Covered:

• Sue’s background in property management, acquisitions, and consulting
• The evolution of resident experience roles in multifamily housing
• Why parking is a top concern for residents (with data from Zillow and online reviews)
• The myth of decreasing parking demand and the reality in most U.S. cities
• The importance of functional amenities over flashy features
• How management preferences can conflict with resident needs
• The impact of pricing, concessions, and digital marketing on resident retention
• Actionable tips for designing communities that attract and retain residents

Notable Quotes:

• “Parking is one of the biggest reasons why people are unhappy—because their friends can’t park.”
• “Zillow data shows that off-street parking is the top feature residents save and share when searching for a new place.”
• “Function is everything. Residents want durable, easy-to-maintain spaces, not just aesthetics.”

Takeaways:

• Focus on amenities and features that residents actually use and value, like parking, storage, and functional layouts.
• Don’t underestimate the impact of parking on resident satisfaction and retention.
• Use data and resident feedback to guide design and management decisions.
• Invest in digital marketing and a strong online presence to attract new residents.

Connect with Sue Vickery:
LinkedIn: Sue Vickery 

Carryatid Multifamily Consulting: Website

Connect with Host Evan Happel:
Community Boss: Website

Next Episode:

Boss Talks will return after Thanksgiving. Stay tuned for more industry insights and guest interviews!

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*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.