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Best Practices- Maintenance

Navigating the "pre-NTV" & turnkey process, together!: Renewal Series Part 2

by Christin D. on 6/18/2020 1:13:00 PM


Renewal Series: Part 2 – Navigating the “Turnkey” process together
Restructuring the process
In part 1 of this special renewal series, we examined how to forecast as accurately as possible for upcoming turns to begin scheduling and sourcing supplies. Though the industry has seen a decline in resident turnover, turns will still be inevitable. Some suggestions below can help you navigate current turn-key procedures and provide support and solutions for some pandemic imposed challenges.
Notice to vacate walks (or lack thereof)
Upon receiving a resident’s “Notice to Vacate” (NTV), an industry best practice is to notice the resident of entry for their “pre-Notice to Vacate” inspection, explaining it’s just to set expectations. These inspections usually are done anywhere 14-45 days prior to move-out. Under current conditions, access has become much more restricted, so how should you proceed scheduling upcoming turns?
Innovative Options
The recent Pandemic has made access more difficult, but there are options if you are unable to walk the unit for condition and scheduling. By looking at workorder history, length of residency, and asking residents if they have any questions for their move out inspection, you may be able to field some solid scheduling needs. Urgency in scheduling a contractor for needed turnkey activities with a potential back up plan is key navigating the current landscape. You don’t want to assume that one contractor will always be available, especially with any existing furloughs or reduced staffing practices currently in place with key contractors.
The “turn-key” process as we know it, knew it, and how to navigate it
To help navigate the turn process, below is a guide for each action and potential resources through Buyers Access or industry suppliers:
The “Standard”, “Challenge”, and “New Needs”:
1-      Pre NTV-walk:
 Standard: Typically done 14-45 days in advance of move-out with resident to inspect for repairs needed, and once again after current resident(s) vacate.
 Challenge: unable to enter due to pandemic restrictions
 New Needs: Social distancing protocols, PPE, ordering supplies in advance, scheduling back up for contractors in case they are unavailable due to pandemic shifts in labor and health.
2-      Move out inspection:
 Standard: conducted with or without the resident taking photos to generate Final Account Statement. Lock change is completed at this time and the maintenance and repair items identified can be scheduled with turn contractors (Paint, Clean, Carpet Cleaning or Replacement).
Challenge: Contractors may be unavailable due to pandemic impacts, so schedule back up or get basic turnkey supplies such as paint, carpet cleaning solution and minor equipment if warranted.
New Needs: Sanitization protocols recommended by CDC and other industry resources such as NAA and NMHC. Buy enough turnkey common items for a couple months in case supply chains become an issue due to substantially increased demand or extended supply challenges.
3-      Lock change:
Standard: Change locks upon surrender of unit by resident, or as needed upon eviction.
Challenge: Contactless operations can impact the surrender action causing legal issues if you are not careful. Also, contactless operations pose challenge to in person surrenders and lock changes.
New Needs: RemoteLock, a Buyers Access supplier can help you with touchless and contactless lock changes. See more about RemoteLock HERE.
4-      Trash out:
Standard: Follow legally recommended guidelines when performing Trash Outs to minimize liability risks.
 Challenge: Evictions in bulk, limited PPE available, extenuating circumstances exist, grey areas to consider in evictions, and potential adjustments to local laws that are abnormal restricting landlord activities.
New Needs: Consult your legal counsel before proceeding with a Trash Out where surrendered possession is in question.
5-      Punch:
Standard: NTV walks revealed much of what would be needed in the past but without the ability to enter units in some areas, plus potential for shortages in supplies, ordering further in advance or more than typical may be prudent. If you have problems sourcing products, or would like to better understand advance purchasing needs Buyers Access can help. Contact us HERE.
Challenge: Supply chain issues, ambiguity in forecast accuracy.
New Needs: Buyers Access has helped our members throughout the pandemic to source high demand items, and to get ahead of the curve. If you need someone to help execute a smooth transition between all turnkey and operational purchasing activities, Buyers Access is a good place to start. Contact us for a free analysis, or a call to discuss how we can help.
6-      Paint, Clean, and Carpet Cleaning:
Standard: Schedule vendors for each activity upon pre-NTV walk.
Challenge: Availability of qualified resources to perform turns, and Pandemic imposed changes.
New Needs: Buyers Access members have access to a network of supplier partners and vendor resources, as well as access to some in house solutions to the standard turn key contractor process. Suppliers within our network provided educational materials and training to operate new equipment to paint, clean, etc. If you need help with this, contact Buyers Access.
7-   Final Walk and Lock Change, unit is complete!
Industry best practices continue to evolve over time within the multifamily industry. Pandemic and other emergencies that are unpredictable can often create the need develop shifts in approach, or changes in practices to continue to serve our residents and teams. Prior to approaching the “Pre-NTV” walks, step back and weigh the options.
Visit or through NMHC. Buyers Access also is helping thousands of members navigate their operations and can help you too. Email us HERE and stop doing purchasing the hard way!



Best Practices

How to renew more residents, project occupancy, and navigate uncertainty - Renewal Series, Part 1

by Christin D. on 5/27/2020 12:18:00 PM

How do you project future rent trends with the pandemic’s anomaly influence on the multifamily industry? Can you properly budget for your future turn expenses and maintenance costs associated with turnover without a clear picture or access to the soon vacant unit? Delinquencies nationwide are higher than typical and recapturing funds is important, but other conversations will support future planning efforts if navigated with intent. Below we will uncover some other components of how renewal follow up strategy can help reveal a more accurate forecast amid pandemic imposed uncertainty.

Re-evaluate everything
120 - 90 days in advance, renewal offers are sent to current residents. Offers are generated by market rent suggestions based on market survey rent reporting statistics, technology driven, or by hand. Whatever the case may be, those offers generated and sent in early February are a great way to drive residents away from you community and increase move outs. So, how can you navigate the unexpected downturn and preserve your property from plummeting in occupancy? Renewal follow up strategy is the answer. Strategic action is the way to future stability, and it starts with the residents you already have.
ACTION 1: “Save” residents on notice-to-vacate
Urgency matters!
Without urgency, nothing will come from the act of saving notices. Urgency as represented here is not outward, it’s inward, and the intention behind the effort. Every day you wait that resident is looking for a home. Start now and work backwards listing all residents on notice in good standing and delinquent, and identify the “keepers”. Targeting the less risky renewals in good standing is the priority.
Set goals and work towards them.
How many do you think you can save? Now, add 20%-30% and set the bar high. Know your competition’s standing and develop some ideas on negotiations that could help seal the deal. Go to the respective person who would grant approval of your negotiation presenting the goal and how you intend to get there. See what negotiation tools you can use at your discretion. People act on emotion and change their mind, so time doesn’t work in favor of these efforts. Once you have that “Yes”, send the lease instantly for execution and follow up within 24 hours. Maybe put a time limit on negotiation offers for an “act now” influence to create urgency. Then close it as fast as possible.
If they don't cancel, get details.
If they don’t cancel the notice, ask them why? Get specific but don’t get defensive. Listen, but also find ways to sell the future today. Empathize, and overcome objections with a solution to concerns. Finally, if they go anywhere else find out how you could improve things for other residents. Getting the most out of a resident who has given notice to live somewhere else lies in the questions you ask, then in how you respond. If you know your market and your property weaknesses and shortcomings, you can develop ways to offer solutions as a response to others.
ACTION 2: The pre-pandemic “Yes” who still hasn’t signed the renewal
Calling the “Yes, we want to renew we just haven’t signed our renewal” residents requires the same level of urgency used when saving the notice-to-vacates. They could be shopping around! Prepare any re-negotiations or incentives before picking up the phone. Knowing what tools are available eliminates delay that will give renewing residents time to change their mind.
If they aren’t sure if they want to renew, take the same approach in trying to get a resident who already gave notice to stay. Ask the leading questions, listen, and use any negotiation tools you have to win them over. Once they sound the slightest bit engaged, set expectations for your next actions with narrow timeframes, but come across as  concerned, not pushy.
What if they now aren’t sure about renewing or have a past due balance?
What if they are now delinquent on rent because they lost their job? There is a difference between a hardship imposed by pandemic, and one imposed by habitual late rent. The clues to the cause lie in the payment history. If a resident has been in their home for over 6-8 months with only one late payment, it’s possible the pandemic has cost them their job.
Management companies who are willing to consider an alternative to the conventional best practices in pre-pandemic times will be more likely to save on the cost of turning the unit and finding a new lease later. An example of non-conventional in this case? Trial utilizing shorter terms, or month-to-month can minimize the risk if things don’t improve soon and minimize the chance of being stuck with a non-paying resident.
What ideas can you generate?
There is no doubt that the pandemic imposed economic shifts were unexpected. For multifamily and many other industries, outside the box strategies are crucial to preparing for the next wave of uncertainty. Stay ahead navigating the current climate and have a plan.
We hope you look forward to our next chapters in renewal strategies, which will include articles on delinquency strategy, maintenance turnkey scheduling and realistic spend forecasts.


Drop here!

Company News

Asset Renovation Supply Group (ARSG) Announces Partnership with Buyers Access

by Christin D. on 5/19/2020 11:02:43 AM


For immediate release:

Asset Renovation Supply Group (ARSG) Announces Partnership with Buyers Access

DENVER, CO (May 19, 2020) – Asset Renovation Supply Group, LLC (ARSG), a leading renovation supply and logistics company for the multifamily and hospitality industry, today announced it has partnered with Buyers Access, a leading provider of purchasing optimization services and customized purchasing solutions to the multifamily industry.

“We are thrilled to partner with ARSG and bring a new innovative approach to the renovation platform for our Members,” says Dan Haefner, CEO and president of Buyers Access. “ARSG’s approach helps owners and operators streamline the renovation process, while providing turnkey logistic and supply chain solutions critical to success.”

ARSG’s innovative approach helps owners increase their competitive advantage and win more acquisition contracts. By reducing typical renovation costs 20% - 40% through just in time supply chain management, ARSG provides superior purchasing power. In addition, they provide owners and operators with a differentiated service offering including impartial and independent market studies, interior and exterior improvement recommendations, detailed comprehensive pro formas and turnkey services. This allows a company to be much more price competitive relative to acquisition efforts and success.

“Our goal at ARSG is to provide owners with a “one-stop solution” by providing renovation scopes and products chosen for a property that become a significant factor in overall success,” said David Heitzman, President and CEO of ARSG. “When working with our team at ARSG, an owner will have a partner to provide details most important, while maintaining a competitive advantage by keeping costs under control. ARSG’s and a property’s success is built on greater transparency, communication and control of the products being utilized. Our bulk ordering process substantially decreases the impact of price increases and increases economies of scale, allowing your company to project with a high degree of certainty actual renovation costs and returns over the long term.”

About ARSG:

With over 50 combined years of ownership, management, construction and renovation experience, ARSG knows what it takes for properties to be successful. We understand all aspects of a buyer’s needs, from start to finish, including management operations, construction management, renovation implementation/project management, investment management and dispositions. We can help increase your competitive advantage and win more acquisition contracts by decreasing typical rehab costs from 20% to 40%, significantly increasing your return on investment, providing superior quality for less, while noticeably improving leasing and retention.

For more information contact:
David Heitzman, President & CEO

About Buyers Access: 

Buyers Access (BA) is the United States’ leading provider of customized purchasing solutions, serving more than 750,000 housing units in the multifamily space.

For more information visit or contact:
Dan Haefner, CEO



Best Practices

Communicating in socially distant times featuring Courtesy Connection

by Christin D. on 5/4/2020 6:44:00 PM

Social distancing has become a familiar concept as the recent pandemic threat continues to effect communities world-wide. Defined by the CDC as, “keeping space between yourself and other people outside of your home”, the 6-foot recommendation is strongly encouraged to prevent further spread of illness. This and other health and safety recommendations have created an immediate need to adjust operational protocols to ensure the safety of residents and team members, while continuing property operations. But how do you continue to operate without being able to physically connect with prospects and residents on-site?

Onsite teams immediately responded to new restrictions imposed by the pandemic, coming up with ways to still connect with communities despite absence of physical presence. Smartphone and video conferencing technologies have allowed teams to create new virtual solutions helping to continue “business as usual”, when it is anything but. Eager to support these efforts, multifamily suppliers have quickly launched changes to create streamlined operations and efficient practices, pandemic or not. Below are some new innovative ways to address social distancing and keep residents engaged in socially distanced times.

Courtesy Connection launches the ultimate solution to off-site phone follow up and there's an "app"!

On-site multifamily teams have traditionally reported in person to their respective communities daily and have been a consistent presence residents and prospects could rely on. The phone and ability to “call the office” has always been a vital part of on-site operations, and when calls go unanswered service and resident retention can suffer. With many teams and personnel repositioned off-site after the Covid-19 outbreak, Courtesy Connection, developed a new remote-friendly call solution to help bridge the gap. Now available via app on both iOS and Android devices, Courtesy Connection can provide owners and operators with a “call-masking” platform that allows remote telecommunications without revealing staff phone numbers. This new solution is fully integrated with most property management software systems and all calls are recorded and reported for record keeping and increased visibility. Ryan Nigro, the owner of Courtesy Connection introduced us to this new innovative solution and commented:

“When I was putting together Courtesy Connection's 2020 feature roadmap, a worldwide pandemic was not a contingency for which I had planned. When it started to become apparent that Coronavirus would dramatically change how we do business, we immediately changed course so we could focus on helping our clients remain effective, safe, and productive during this challenging time”.  

This is one of many, brilliant solutions Courtesy Connection offers which are fully able to integrate with multifamily management software. For more information about Courtesy Connection visit or contact Buyers Access for more information.

Mobile Doorman: your socially distanced "sense of community"  

Mobile Doorman is a multifamily communication tool that makes it easier for property management teams to share messages with their residents. This software solution has an app available for residents to download on both iOS and Android devices. The app offers easy access to a variety of conveniences and activities, and improved communications with the property staff. Work orders can be submitted by residents, and management personnel can send messages, post announcements communicate more effectively with residents via the app.  A win-win for everyone.

But the benefits don’t stop at the management team or business to consumer levels. Residents can also communicate with each other via the “virtual bulletin” feature, while staying sheltered in place. Reaching even further is the ability to support local providers through the Mobile Doorman Marketplace, where businesses can advertise specials in the area viewable to Mobile Doorman users. Who doesn’t want to support restaurants and grab a to-go order? Additionally, with many amenities closed, virtual resident events are gaining popularity. Mobile Doorman has an invitation and RSVP feature to schedule events, provide details and encourage participation. Work orders, amenity rentals, and other features exist, and the system is updated automatically through integration available with most major property management software platforms. For more information on Mobile Doorman visit and email our friend Mikel Persky for more information at

Please share your pandemic new and innovative strategies with us!

Service and communication are at the core of multifamily community success. Without it, the sense of purpose and belonging is difficult to maintain. The multifamily industry, whether owner, operator or supplier, have all had to dramatically adjust to “socially distancing” times. Innovative solutions at all levels have not only made operating under new challenges easier but offer new efficiencies long-term. Buyers Access has over 50 supplier partners and leverages over 750K units, helping companies and properties to optimize purchasing, forecasting, best practices, processes and technology solutions. Please feel free to ask how we can help you! For more information visit or email us at

Best Practices

Smart purchasing practices can save BIG money! As featured in Colorado Real Estate Journal's Q1 Multifmaily Properties Quarterly edition

by Christin D. on 4/21/2020 11:03:48 AM









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