Signature Community Management
HISTORY
Signature Community Management, LLC (SCM)
Signature Community Management, LLC traces it linage to the former Greenstreet Property Management Company started in 1992 under the leadership of Mike Greenzang, who is currently President of Signature Community Management. Greenstreet Property Management was formed to manage the multi-family assets acquired by NWJ Companies headquartered in Philadelphia. As the portfolio of properties grew on the East coast, so did Greenstreet Management, eventually opening a regional office in Baltimore to provide better management supervision to NWJ and other third party owners. Greenstreet managed assets in the Pennsylvania, Washington, D.C., Virginia, Maryland and New York state markets. As NWJ Companies continued to grow in Midwest and Western markets, third party management companies were hired to manage those properties, while Greenstreet stayed focused on the East Coast portfolio.
In 2005, the Signature Community brand was created and the branding process began on select NWJ multi-family assets. The brand grew and developed over the next two years and is highlighted on our web site www.ASignatureCommunity.com. With the success of the new branding, the decision was made in 2007, to rename Greenstreet Property Management, Signature Community Management, LLC. The national property management company would benefit from and strengthen the Signature Community brand at all multifamily assets under management. In 2008, all Midwest properties of NWJ Companies managed by third party companies came under the management of Signature Community Management. In 2009, the management of the West Coast and Texas assets will become managed by Signature Community completing the national scope of the company, placing it in 19 major markets throughout the United States.
Signature Community Management Vision
Signature Community Management, LLC under the Signature Community brand (www.ASignatureCommunity.com) manages the properties owned by NWJ and other owners throughout the United States. The entire focus of Signature Community Management is creating a more retail (customer centered) environment in property management where (customer) service is the number one priority of all employees. Signature Community brand initiatives are unique to this level of apartment properties and include:
• Signature Community offers residents a living experience well above the standards, typical to this asset class, offering programs and amenities normally only found in larger, more expensive properties.
• A 24 Hour Maintenance Response Guarantee, which guarantees a resident’s service request, is addressed or solved in 24 hours. If not, the resident receives a $50 check, no questions asked.
• The Jump-Start home purchase program, where Signature Community Management (SCM) will pay $2500 toward a resident’s home purchase once they have lived with us for 24 months.
• First Dibs Program where current residents are offered apartments as they become available before being marketed to the public
• Resident Referral bonus programs for referring new residents to the property
• Neighborhood retail and vendor discounts for being a resident of a SCM property. The We Care Program, where a resident who lives at an SCM property can void their lease after four months if they lose their job due to the economy with only a 30 day notice required and no negative effect on their credit.
• Regular Customer Service Survey sent to all residents to measure our progress in fulfilling our customers’ needs.
• The Signature Community Green Initiatives. The initiative started on Earth Day 2008 with the florescent light bulb give away for every incandescent light brought to our offices nationwide.
• Signature Community offers the resident a living experience well above the standards typical of this asset class offering programs and amenities normally only found in larger, more expensive properties.
Personnel
Signature Community's strength is our personnel, we recruit, hire and train persons who are:
•Team oriented
•Entrepreneurial
•Have a never say “no” mentality
•Are out of the box thinkers
•Who have a “Make it happen” attitude.
This type of employee is focused on always making the customer experience at our propertiesexceptional. We use this vision to exceed our customers’ expectations and provide outstanding customer service. This focus is accomplished through weekly, national conference calls dedicated to our mission. During the weekly Signature Call, we learn about the best practices in customer service. Employees are invited to share the "Wow" experiences that our resident’s have each week. “Outside of the box" ideas, which lead to improving the excellent service we offer is discussed and shared with the Signature team. The top 10 Wow Experiences are below:
TOP TEN WOW Awards of 2008
1. Jana, Kansas City, Leasing Consultant Jana found out before Thanksgiving that one of her residents did not have the resources to have a proper Thanksgiving meal. Jana then decided to bring the resident everything needed for a proper Thanksgiving dinner; Jana brought everything from the turkey to the cranberry sauce. We are proud that Jana is a member of the Signature Community staff and has acted in such a selfless manner. Jana's actions exemplify what Signature Community is all about.
2. Mel, Levelland, TX. Property Manager and Anna, Houston, TX, Property Manager, As we are all aware Hurricane Ike devastated many areas in TX, which left many people in dire need of any help they could receive. Mel and Anna took the initiative and helped residents in a very difficult situation. Not only did they assist residents in their move to other apartments, but they also helped the residents contact the local Red Cross and other organizations offering aid. During such a terrible ordeal Mel and Anna kept their calm and remembered that at Signature Community we are a family and when things get tough we will always be there to help.
3. Arthur, Indianapolis, Maintenance Department Arthur Wright from our maintenance department did a late night maintenance call in our building. After he was done he did a drive by of all the buildings and found a homeless man in one of our buildings. Arthur then contacted the police to arrest the homeless man for breaking into the building. Turns out this homeless man was on the Most Wanted List and was an escaped convict and drug user. Arthur is not only a Signature Community hero but is also making the neighborhood a safer place.
4. Mike, Philadelphia, Property Manager Mike did an entire rehabilitation of a resident's apartment while the resident was away on vacation. You can imagine the resident's surprise upon her return. The resident had lived in their apartment for over 10 years. What we must note is that this resident did not ask for her apartment to be rehabilitated; Mike did it as a result of the resident living at property for over ten years, pays her rent on time, enjoys living at our Signature Community and is a pleasant neighbor. Rehabilitating a resident's apartment as a surprise is going above and beyond to ensure that each and every one of our residents is always happy at Signature Community.
5. Michele, Kansas City, Property Manager Michele should now be called our "Signature Superhero". Last week Michele was able to catch a criminal at her property. A resident's boyfriend was the suspect. When Michele realized this man was in the residents apartment, she had the quick smarts to call the police and make sure the man stayed in the apartment long enough to be captured. As planned, this man was arrested and Michele, our "Signature Superhero" saved the day! There is no more perfect example that demonstrates how Signature Community stands by their residents.
6. Dana, Indianapolis, Leasing Consultant Dana had tickets to a Steve Miller concert she was very much looking forward to attending. After buying these tickets a community event was scheduled the night of the Steve Miller concert. She was given the green light from Niki Aldering, her manager it was okay for her to miss the community event since she had the tickets before the community event was scheduled. Dana instead of attending her much anticipated concert, decided to give up her tickets and attend the Signature Community event. This selfless act by Dana demonstrates to our residents we put their needs before ours. It shows that Signature Community means it when we say residents are our number one priority.
7. Phyllis, Kansas City, Assistant Manager There was a resident whose stove broke... instead of having the resident wait for a new stove... Phyllis wanted to accommodate this resident immediately... Phyllis gave up her stove and replaced the residents stove with hers. By this act Phyllis sends a very powerful message that at Signature our residents are always number one.
8. Michele, Kansas City, Property Manager Michele believe it or not made dinner for her resident and his date! Her resident had invited a girl over for dinner and he was to cook... one problem... he did not know how to cook. So Michele cooked this young man two steaks so he wouldn't look bad for his date. The date ended up being a hit and the young girl came afterwards and thanked Michele for dinner. This is definitely a WOW. By Michele going out of her way to do something so simple and nice she is clearly demonstrating why Signature Community is unlike any other brand.
9. David, Kansas City, Property Manager David drove a resident to his father's funeral. The resident was running late and had locked his keys in the apartment. The resident was so upset that David, who had just come back from an AIDS walk, took the resident to this father's funeral and stayed with him. The mother of this resident was so moved by David's act of kindness when she realized what he had done she hugged him. David's great compassion of being there for the resident yet again proves that we are unlike any other company.
10. Niki, Indianapolis, Property Manager Niki helped a resident find her young child who had escaped from the apartment. The child had gotten a chair and pulled it up to the window and jumped out. Clearly the mother was frantic; however with Niki's ability to take control of the situation, she was able to find the child. When this happened, Niki was talking to prospective residents and because of Niki's quick thinking the residents not only helped find the child, but they ended up becoming residents at Signature Communities.
Community Outreach
Signature Community Management is very conscious of giving back to the communities we serve.We are very active in community service organizations and encourage a sense of community involvement with our employees. Some of the organizations we support are:
• Habitat for Humanity
• Crohn’s & Colitis
• Ken Stanton Memorial Golf Tournament
• WOW Awards through Signature Community
-We award $100 to people throughout our company that go above and beyond
• Breast Cancer Awareness
• Hope House Battered Woman’s Shelter
• Local Police Multi-Family Crime Task Force Initiatives
Caring and professional employees such as these make Signature community management unique in the property management business and set it apart from other more traditional property management firms.
Signature Community Management Green Initiatives
Signature Community Green Pledge
1. We pledge to perform an energy audit of all properties to identify ways to reduce energy consumption.
2. We pledge to use our water resources wisely by installing water saving devices in every apartment (e.g., aerators, shower heads, and low flow toilets).
3. We pledge to install energy efficient building systems (e.g., for heaters, air conditioners, and water boilers).
4. We pledge to purchase energy efficient appliances whenever possible in our apartment units.
5. We pledge to use compact fluorescent or energy efficient lighting in all property common areas both interior and exterior.
6. We pledge to reduce, reuse & recycle in our offices and in our maintenance departments.
7. We pledge to educate and encourage our residents on reducing energy consumption.
8. We pledge to own and operate apartments with access to major public transportation.
9. We pledge to use recycled materials in our apartments whenever possible.
10.The owners and property employees of Signature Community pledge to continue to expand our knowledge and implement new green initiatives to make your home more eco- friendly and create a quality and sustainable lifestyle.
Signature Community Residents Green Pledge
1. I pledge to use energy wisely.
2. I pledge to use water wisely.
3. I pledge to turn off all lights in rooms where no one is present.
4. I pledge to use my air conditioning and heating wisely.
5. I pledge to recycle whenever possible.
6. I pledge to use public transportation whenever possible.
7. I pledge to report all water leaks to management to save our water resources.
8. I pledge to use green cleaning supplies whenever possible.
9. I pledge to use energy efficient lighting in my home.
10. I pledge to do my part in making my home and community more ecologically friendly.
Experience and Certifications
Michael A. Greenzang, President of Signature Community Management, LLC
Michael A. Greenzang, Mike serves as President of Signature Community Management and as Stabilization Director responsible for the stabilization of purchased assets. He has been with the company since 1992, and has been integral in its growth. Mike has a Mechanical Engineering Degree from Drexel University and specializes in cost effective restoration and renovations of apartment buildings. Mr. Greenzang has been responsible for managing the East Coast assets of the company consisting of more than 1,300 multi-family units. In addition to his work with NWJ, he has worked in various management capacities with Ocean Spray Cranberries, Inc.; Nabisco, Inc.; L’Oréal USA; Vlassic Food International; and Merck-Medco. Mr. Greenzang received his BS in Mechanical Engineering from Drexel University.
Nicholas J. Moos, CPM, Vice President of Property Management,
Nick Moos’ career in property management spans nearly three decades, beginning in Lawrence, Kansas where Nick received a Bachelor and Masters degree from the University of Kansas. He has held Regional Vice President Positions with national companies such as McNeil Real Estate and Archon Residential and Director of Operations positions with local Kansas City firms, Cohen-Esrey Real Estate and Price Residential Management. Nick received the Certified Property Manager (CPM®) designation in 1996.
He is Past President of the Kansas City chapter of the Institute of Real Estate Management and was its CPM of the year in 2004. He has represented this group at numerous national conferences as well as legislative events in Washington, D.C. Past affiliations include the Board of Directors of the Heartland Apartment Association and the Institute of Real Estate Management, Kansas City Chapter. Nick is currently Vice President of Property Management for Signature Community Management LLC, a national multi-family property management firm located in Kansas City, MO.
Michael E. Simpson, Regional Property Manager, East Coast
Michael Simpson career in property management spans nearly two and half decades, beginning in Washington, DC. He has held Regional Property Manager Positions with national companies such as Gables Residential and Trammel Crow and Director of Operations positions with George Washington University in Washington, DC. He is currently a member of the Institute of Real Estate Management and Property Management Assoc. located in the DC metro area. He has attended many function with both groups and attended numerous national conferences as well as legislative events in the Washington, D.C. area. Michael is currently a Regional Property Manager for Signature Community Management LLC, a national multi-family property management firm located in Kansas City, MO.
Our Management Team
The Signature Community team delivers sound real estate fundamentals and has a solid foundation of expertise and experience in property management. Our award-winning team has consistently demonstrated an ability to recognize and capitalize on emerging trends in marketing and management of real estate. As Property Managers, we take a back to basics approach and apply our professional credentials and expertise to create value within our real estate portfolio. Signature Community Management's “hands on, back to basics” approach stabilizes and improves the performance of apartment properties. This consistent approach allows us to manage all levels of any apartment property, suburban to urban, high-rise to garden style. Our apartment professionals provide a proven track record in supervising communities from 24 units to 950 units adding consistent value to the property. Our apartment management philosophy is simple: “We manage real estate like owners and maximize value and return on investment for our owners."
Team Overview
Our carefully thought-out organizational structure helps ensure our owners gain from our diverse set of skills and experience. Each property in our management portfolio is assigned to a Regional Manager, whose primary responsibility is the implementation of the property’s business plan and budget. Working with the Regional Manager are the on-site Managers, who take day-to-day care of the property’s administration. A Property Management Accountant is assigned to assist with the proper processing of paper work for specific properties. The Vice President of Property Management oversees the entire processes.
Assumption Team and Process
Each new management account brought into the portfolio is initially assigned to our assumption team. This team is led by the Regional Manager assigned to the property. The transition plan is guided by the company’s “Assumption Check List” to ensure that all important issues are managed. Our accounting team is responsible for the implementation of all administrative aspects of the property and training of those who will manage them. This allows the Regional Manager to concentrate on the important property, marketing, and personnel issues that need to be addressed immediately. All accounting and administrative issues are closely scrutinized and company policies are immediately implemented.
Accounting Software Systems
Signature Community Management personnel are specialists in optimizing Yardi™ Property Management Software to suit your unique needs. The system’s accounting and property management modules interact in one seamless software package that is easy to use and easy to understand. We offer you, our owners a further strategic advantage in this pivotal area as we are utilizing the most recent, internet version of the software. As your partner, we’ll bring that expertise to bear on your investment. As your business partner we’re already down the road while others may have only started to transition to the software.
Yardi™ Gives You Real Time Access to Information
Yardi™ Software gives you access your property information in a real time format. You can access your information at the same time we are viewing or updating information. You no longer need to wait until the end of the month to see your performance. You can obtain details as often as you like.
Yardi Property Management System
The Yardi property management system contains both a management and maintenance modules. These modules allow the personnel at SCM to continuously monitor phone traffic, phone traffic converted to apartment tours and tours to generated leases, thus analyzing our personnel and marketing performance. This real time information is also available in the maintenance module which tracks the resident phone call to generate a property service request. This generated a work order is given to the maintenance personnel who complete the work, tracking time needed and parts used. This information is then rolled into reports which show the hours worked by each maintenance person during the week and month and the amount of parts used which goes directly into the budgeting section of the Yardi maintenance module. What this provides for our owner customers is the ability to analyze the performance of our personnel, track the timeliness of service request completion and analyze specific types of repairs needed at a property. By using this analysis, management can determine what areas of property maintenance are the most time consuming and repetitive and recommend to owners capital initiatives which may reduce continual maintenance needs and reduce operating expenses.
Capital Repair and Replacement
Signature Community Management's Capital and Stabilization department is led by Mike Greenzang. The stabilization department is responsible for all capital construction work both exterior and interior to modernize and reposition the property in its marketplace. Under the direction of Mike, the Regional Stabilization Directors, specify bid and award contracts for capital work. Once these contracts are generated, the Regional Directors supervise all construction work to maintain the highest quality performance by the subcontractors for ownership. The group is constantly analyzing and working to improve property marketability and energy efficiency through the design, build and construction process. Since 2004 Signature Communities stabilization team has overseen $20 million worth of capital improvement projects. The team works closely with management personnel to focus on high payback investments. Typical investments improve the desirability of apartments and the operating efficiency of the buildings. Individually controlled room HVAC units have been installed throughout Signature Communities replacing older antiquated, less efficient house boilers. New high efficiency heat pump units are used and placed on the resident’s electric meter thereby lowering the operating costs of the property and increasing profitability. Highlights of the various renovation projects are as follows:
2005
Hamilton Court Apartments, University City, Philadelphia, Pennsylvania
Signature Communities invested $300,000 to re‐position a C property on Drexel University’s campus to a B+ property with improved security and amenities. Curb appeal was dramatically improved; apartments were renovated with new kitchens and wood flooring. By replacing the heating system with a new computerized high efficiency boiler Signature Communities was able to lower heating costs 30% and improve comfort in the building.
2006
Pine Hill Apartments, University City, Philadelphia,
Pennsylvania
Signature Communities transformed an entire city block from low‐income housing in to a vibrant student housing complex. Eighty Four apartments were gut renovated for approximately $20,000 each. Typical apartment rents were increased from $650 to $1,200. The stabilization team focused on providing sought after amenities that today’s college kid’s desire such as air conditioning, open floor plans for entertaining, security and new modern kitchens and bathrooms. The project team minimized renovation cost by adhering to a strict schedule focused on completing apartment overhauls with just 2 months of downtime each.
2007
Maple Manor Apartments, Norfolk, Virginia
By investing $300,000 in a 40 unit apartment complex next to the Norfolk Navy yard Signature Communities was able to reposition and fill the property. Working closely with management and leasing the property occupancy improved from 75% upon acquisition to over 90%. The rent roll grew from $19,000 to $23,000 in 18 months.
Kona Kai Apartments, Albuquerque, New Mexico
Signature Communities transformed a 135 unit apartment complex from C quality to a solid B+ property. The Signature Communities stabilization team invested $1.2 million in apartment renovations, new on‐site gym, pool/patio and common areas. The property rent roll was increased from $70,000 to $105,000 in 18 months. The stabilization team also remedied numerous drainage and roofing issues with the capital infusion.
2008
Theta Apartments, Albuquerque, New Mexico
By investing $600,000 in façade, apartment renovations and roofing Signature Communities was able completely re-position Theta apartments. Average rents increased from $600 to $725 and occupancy improved from 80% to 95% in just 15 months.
Signature Community Management
Our professionals build increased value in the properties we are entrusted to manage. We do this by aggressively increasing rental rates through our thorough knowledge of marketplace conditions. Monthly market surveys track sub-market occupancies, rental rates and concession patterns allowing our professionals to maximize your rental revenue. We don’t stop there. Our people discover and develop market-leading innovations to increase sources of other income. We foster partnerships with national firms who specialize in collections, credit screening, utility reduction services & much more. These innovative methods, combined with consistent property staffing, are used to generate the maximum revenue stream for our owners. Operating-cost efficiencies are enhanced through national and regional purchasing initiatives, buying-power with local firms, and on site inventory control. Long-term knowledge of vendor quality and pricing are maintained through our contacts with local Apartment Associations and the Institute of Real Estate Management. We understand that the ability to enhance value for ownership is the primary reason an owner selects a property management firm. Signature Community Management's experienced and highly accredited team represents every management associated skill. Our team includes Certified Property Managers (CPM®), leasing agents and maintenance specialists who are committed to accomplishing the goals outlined by you our customer.
