Boss Talks | Elevating ALL the Bosses of the Multifamily Industry

Hosted by Evan Happel

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132

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Mar 2026

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About the show

Boss Talks is a live conversation with professionals of the Multifamily Industry. We all have a story to tell, experience to share, and advice to give. The people in these talks are from different stages of their career, different companies (both vendors and property management), and have different passions to share.

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March 25, 202645 min

Innovation on Purpose: Erin Mahone on Standardization, Hospitality, and the Future of Multifamily (Boss 133)

Guest: Erin Mahone, SVP of Innovation and Implementation, CLS Living Host: Evan Happel, Community Boss Topics Covered: Erin's career path: from leasing agent at her own college apartment to SVP CLS Living's rebrand and expansion into multifamily, on-campus, and future international markets How CLS partnered with Forbes Travel Guide to create a 55-point hospitality standard (inspired by Forbes' 500+ hotel service standards) The "4 S's" (Stop, Stand, Speak, Smile) and CLS "curse words" (phrases employees avoid) Building an internal AI tool (like a company-specific ChatGPT) for instant policy lookups Piloting 3 competing maintenance inspection solutions simultaneously How to get tech buy-in from maintenance teams — pain points as the gateway to adoption Focus groups by role (leasing managers, account managers, general managers) to identify process gaps The challenge of "shadow solutions" — employees creating their own Excel trackers on top of existing systems Turn season strategy: tracking KPIs, budget visibility via custom turn boards, and early problem detection The importance of phone etiquette and mystery shopping Why student housing tech adoption often leads the broader multifamily industry Evan's parking software and Erin's college parking horror story (UGA, football Saturdays, repeat towing) Time Chapter 0:10 Intro & Guest Introduction — Evan introduces Erin Mahone, SVP of Innovation and Implementation at CLS Living 1:36 Erin's New Role at CLS Living — Erin describes her transition from VP of Training & Hospitality to SVP of Innovation and Implementation 1:47 Technology in Real Estate — The challenge of tech adoption in the industry and CLS's focus on maintenance solutions 3:11 AI & Moore's Law — Discussion on accelerating AI change, ChatGPT search, and why businesses must adapt or disappear 7:30 Parking Stories — Evan introduces Community Boss's parking software; Erin shares her college parking horror story at UGA 10:00 Erin's Background & Career Journey — From accidental leasing agent at her own college apartment to 18 years in the industry 13:41 The CLS Hospitality Philosophy — How a hotel visit inspired CLS's hospitality-first approach 14:33 Forbes Travel Guide Partnership — Building CLS's 55 hospitality standards modeled after Forbes' 500+ hotel service criteria 22:12 Phone Etiquette & Mystery Shopping — How CLS trains staff on phone calls and conducts quality control 26:21 CLS Expanding Beyond Student Housing — The rebrand to CLS Living and expansion into multifamily, on-campus, and beyond 27:35 Standardization & Tech Stack — Building uniform policies, processes, and a consistent tech stack across all properties 35:41 Getting Buy-In for New Technology — Steve's question answered: how to win over tech-averse maintenance teams through pain points and pilots 39:18 Turn Season Challenges — The biggest difficulties during move-in months: logistics, staffing, KPI tracking, and budget control 44:24 Wrap-Up & Closing Thoughts — Erin's invitation to return, Boss Brunch, and Evan's call for future guests #bosstalks *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.

March 18, 202643 min

Evictions, Supplier Inclusion, Authentic Marketing, and the Hemline/Lipstick Index with Liz Newkirk

00:00 Welcome to Boss Talks 00:15 Meet Liz Newkirk 01:26 Community Boss Intro 01:51 Uptown Charlotte Chat 02:38 Setting the Agenda 03:02 Stumbling into Multifamily 03:34 LinkedIn DM Breakthrough 05:19 Career Climb and Pivot 06:12 Joining Loebsack Brownlee 06:54 Where the Firm Operates ## Key Talking Points 1. **Career Transition from Retail to PropTech Legal**: Liz Newkirk's journey from visual merchandising in retail (Saravsky, Victoria's Secret, Fossil) to digital media management at a multifamily-focused law firm (Lobac and Brownley) represents an unconventional career path in the industry. 2. **Digital Media's Role in Legal Services**: The intersection of digital media strategy and legal services for the multifamily industry, demonstrating how traditional professional services are evolving to incorporate modern marketing and communication approaches. 3. **Local Association Leadership**: Active involvement in the Apartment Association of Greater Charlotte, particularly serving as president (or former president) of the supplier committee, highlighting the importance of industry advocacy and networking. 4. **Fashion as Business Intelligence - "Lipstick and Hemlines"**: The episode promises to explore fashion trends as economic and cultural indicators, suggesting a unique analytical framework for understanding broader business conditions. 5. **Geographic Branding and Community Identity**: Discussion of Charlotte's unique terminology ("uptown" vs "downtown," NoDa, LoSo, Sodo comparisons) as it relates to community building, place-making, and how neighborhoods develop identity. ## Notable Quotes > "When I first came to Charlotte, they were like, 'No, it's uptown.' What's that mean? Why?" — *Liz Newkirk* > "I use a GPS to get everywhere because I have no idea where I'm going ever." — *Liz Newkirk* > "What drives me bananas is when people go, 'No Duh.' And I'm like, 'No, it's not like tar, right? It's just NoDa.' Just leave it alone." — *Liz Newkirk* ## Actionable Takeaways 1. **Leverage Non-Traditional Backgrounds**: Visual merchandising and fashion experience can translate into valuable skills for digital media and marketing roles in multifamily, particularly in understanding consumer behavior and visual communication. 2. **Prioritize Local Association Involvement**: Active participation in local apartment associations, especially in supplier committees, creates networking opportunities and establishes industry credibility beyond your primary role. 3. **Connect Physical Space Management to Online Reputation**: As Evan notes, poor parking and amenity management leads to negative online reviews—address physical space issues proactively to protect digital reputation. 4. **Embrace Cross-Industry Insights**: The "lipstick and hemlines" concept suggests value in drawing business intelligence from unexpected sources and industries outside traditional multifamily metrics. ## Topics - Leadership & Career Development - Marketing & Branding - Networking & Industry Advocacy - Personal Growth & Resilience - Social Media & Content Creation - Community Building & Engagement - Parking & Amenities - Customer Experience & Reviews - Innovation & Culture Listen & Subscribe YouTube: Boss Talks on YouTube Apple Podcasts: Boss Talks on Apple Podcasts Sponsor This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss. #bosstalks #bosstalks *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.

March 11, 202645 min

Boss Talks Ep. 131: Ricky McRoy on Operations Leadership, Association Advocacy, and Overcoming Adversity

00:00 Welcome and guest intro 01:52 Conference banter and Vegas 03:53 Parking horror stories 06:45 Music motivation picks 09:02 Water only and Fiji debate 12:09 Vacation mindset and workload 13:07 Career journey into multifamily 17:07 Regional role and team growth 19:07 Kenzo cameo and association board 20:35 Board Requirements Talk 20:40 Crystal Merit Awards 22:01 Why Association Matters 22:45 Representation In Leadership 27:10 Bridging Corporate And Onsite 28:26 Amenities Versus Real Needs 29:32 Voucher Policy Fight 33:30 Growing Diverse Involvement 37:53 Family Life And Vacation 39:40 Single Dad Career Balance 41:58 Overcoming The Past 44:30 Closing Thanks And Invite Listen & Subscribe YouTube: Boss Talks on YouTube Apple Podcasts: Boss Talks on Apple Podcasts Sponsor This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss. #bosstalks #bosstalks *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.

March 4, 202637 min

From Dirty Chai to Company Culture: Desiree Starr (Boss 130) on Learning, Laughter, and Leadership

[00:00] Welcome to Boss Talks [00:16] Meet Desiree Starr – Introduction to Desiree and her background. [00:57] Introduction to the Show – Evan introduces the show and Community Boss. [01:35] Westshore Properties Overview – Desiree discusses Westshore’s reach and locations. [02:21] Fun Anecdotes and Conversations – Bourbon, coffee, and industry stories. [03:44] Viewer Engagement and Comments – Shoutouts and community interaction. [05:16] Parking Solutions Discussion – Resident complaints and parking solutions. [06:51] Music Motivation – Desiree’s motivational music and playlist talk. [09:32] Caffeinated Beverage Preferences – The art of the “filthy chai.” [13:19] Desiree's Journey in the Industry – How Desiree found her passion for training. [14:46] Incorporating Humor in Training – Using humor to connect and teach. [15:39] Memorable Training Moments – Stories that shaped Desiree’s approach. [16:28] Connecting Through Authenticity – The value of vulnerability and authenticity. [16:43] The Importance of Fun and Authenticity – Making learning enjoyable. [16:59] Closing Thoughts and Reflections – Reflections on authenticity and engagement. [17:04] Engaging Virtual Training with Humor – Keeping virtual sessions lively. [17:45] Training as the Foundation of Company Culture – How training shapes culture. [17:57] Onboarding: Teaching Core Values – The role of onboarding in culture. [18:22] Reinforcing Culture Through Learning and Development – Consistency and reinforcement. [18:53] The Importance of Professional Development – Retention and growth stats. [20:18] Learning Labs: Peer-to-Peer Training – Microlearning and peer teaching. [22:06] Career Pathways and Upskilling – Lateral moves and upskilling opportunities. [22:28] Interactive and Hands-On Training – Beyond the LMS. [23:34] Understanding Professional Love Languages – Communication and motivation styles. [25:08] Strategic Learning and Development – Impact on performance and retention. [25:25] Effective Onboarding Strategies – Retaining new hires and measuring success. [32:38] Creating a Consistent Company Culture – The importance of consistency. [33:34] Upcoming Training Sessions and Events – Desiree’s upcoming webinars and classes. [34:54] The Role of NAAEI Faculty – Professional development and facilitation. [36:31] Final Thoughts and Farewell – Closing remarks and gratitude. Listen & Subscribe YouTube: Boss Talks on YouTube Apple Podcasts: Boss Talks on Apple Podcasts Sponsor This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss . #bosstalks *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.

February 25, 202645 min

Danny Fuston (Boss 129) From Parking Nightmares to Student Housing Success: Facility Management Wisdom

0:00 Introduction & Welcome Evan introduces the show and guest, Danny Fuston. 1:09 Guest Background Danny’s experience in student, senior, and conventional housing. 1:29 Importance of Facility Management Why facility management is crucial for happy communities. 2:19 Parking Stories & Challenges Hilarious and challenging parking situations, including a truck stuck under a garage. 7:13 Danny’s Passion for Student Housing What makes student housing unique and rewarding. 8:01 Recruiting & Training Students How Danny recruits students for turn season and the benefits for both sides. 9:16 Learning Practical Skills Teaching students and staff valuable skills like painting and maintenance. 12:41 Leadership, Empathy & Faith Danny’s approach to leadership, empathy, and how his faith shapes his work. 16:21 Using Technology in Property Management Tools like Yardi, Salesforce, and Power BI for efficient operations. 18:41 Preventing Water Damage & Facility Upgrades Innovations to prevent costly water damage and improve resident experience. 22:06 Housing Market & Cost of Living Reflections on rising housing costs and market changes in Texas and beyond. 26:58 Final Thoughts & Appreciation Danny’s advice for property managers and closing remarks. Listen & Subscribe YouTube: Boss Talks on YouTube Apple Podcasts: Boss Talks on Apple Podcasts This episode is brought to you by Community Boss—your solution for managing parking, amenities, and resident experiences like a boss. Learn more at Community Boss . #bosstalks *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.

February 18, 202640 min

Priyanka Agarwal (Boss 128) Renewing Kindness in Property Management: Resident Experience, Online Reviews, and Building Trust in Multifamily Communities

[0:00] Introduction to Boss Talks [0:14] Meet Priyanka Agarwal and JTurner Research [0:27] Data Mining and Resident Experience Insights [0:54] Host Introduction: Evan Happel and Community Boss [1:29] Priyanka’s Role: The Resident Whisperer [2:00] Parking Issues in Communities [2:57] Personal Stories of Parking Woes [7:41] Music That Motivates: Priyanka’s Playlist [9:13] Caffeinated Preferences [10:04] Priyanka’s Journey into the Multifamily Industry [13:56] Lessons from Other Industries [13:56] The Four P Principle: Professional, Polite, Personalized, Prudent [15:41] Renewing Kindness in Online Reviews [18:39] Simple Acts of Kindness in Property Management [20:49] Consistency in Resident Experience [22:48] Daily Living Experiences vs. Resident Events [23:25] The Importance of a Unified Team [24:07] Building a Four P Culture [24:30] Human Decency and Basic Etiquette [24:45] Observations on Modern Youth and Kindness [25:35] The Role of Parents in Teaching Kindness [26:57] Customer Service Stories: Lessons from Dogtopia [29:27] The Importance of Trust in Brands [30:40] The Rise of Brand Ambassadors and Influencers [33:40] Wild Tunes: Music for Shelter Animals [35:39] Expanding Wild Tunes Nationally [38:58] The Impact of Kindness and Compassion [40:00] Closing Remarks and Invitation to Boss Talks #bosstalks *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.

February 11, 202654 min

Andrea Taylor (Boss 127) The Human Side of AI: Renter Experience, Data, and the Future of Multifamily

00:00 – Introduction by Evan Happel; guest Andrea Taylor introduced 00:10 – Andrea’s background and experience in multifamily property management 00:54 – Andrea’s journey: from early startups to founding Livsee 01:47 – The decision to start a company and identifying industry problems 03:23 – Parking challenges in multifamily properties; creative solutions 05:20 – Partnerships with vendors and managing property issues 07:16 – Music and motivation: Andrea’s favorite songs and film scores 09:00 – Andrea’s caffeinated beverage of choice: matcha lattes 10:16 – Deep dive into Andrea’s multifamily experience and transition to tech 12:00 – The current state of the multifamily industry: supply, competition, and technology 13:57 – The role of AI in property management and Livsee’s unique approach 16:26 – Fundraising journey: challenges, rejections, and finding the right partners 18:59 – How Livsee’s AI works: integrations, data models, and natural language processing 21:13 – Incentivizing renters and leveraging data for better decision-making 23:52 – Sentiment analysis and reporting for property managers 27:02 – Early adopters, beta testing, and building with customer feedback 29:59 – The importance of intentionality in AI and fair housing compliance 33:06 – The renter lifecycle: nurturing leads, renewals, and move-outs 36:00 – Opportunities for AI beyond leasing: maintenance, partnerships, and more 40:05 – Andrea’s passion for film, screenwriting, and favorite movies 43:00 – Closing thoughts, gratitude, and how to connect with the show #bosstalks *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.

February 4, 202650 min

Christina Koski (Boss 126) Championing Growth & Giving Back: Leadership, Community, and the Power of Stepping Up

[0:00] Introduction and Guest Welcome Host Evan Happel introduces the show and welcomes guest Christina Koski. [0:30] Getting to Know Christina Koski Evan shares how he met Christina and her background in the industry. [0:40] Board Membership and Networking Discussion about joining the WMFHA board and Christina’s role at Security Properties. [1:48] Fun at Industry Events Stories from recent industry events, team building, and networking. [3:00] Rock Painting Memories Christina and Evan reminisce about a memorable rock painting activity at a retreat. [4:50] Parking Challenges and Solutions Christina discusses parking issues in Seattle and creative solutions like stack parking and valet services. [8:20] Music Preferences and Playlist Contributions Christina shares her favorite music and adds songs to the Boss Talks playlist. [10:04] Caffeinated Beverage Choices Christina and Evan talk about their go-to coffee orders and caffeine habits. [11:30] Christina's Career Journey Christina describes her unique path into the multifamily industry, from security guard to regional director. [24:15] The Role of Champions in Personal Growth Christina explains the difference between mentors and champions, and highlights key people who helped her grow. [25:45] Working with Tully Reer Christina shares lessons learned from working with Tully Reer at SPR. [26:20] Modeling Emotional Control The importance of emotional control in leadership and how Christina strives to model it. [28:06] Influence of Misty Rowell How Misty Rowell pushed Christina out of her comfort zone and the value of vulnerability. [29:42] Embracing Discomfort and Growth The importance of trying new things, public speaking, and personal development. [30:57] Financial Masterclass Announcement Christina announces an upcoming financial masterclass for property managers. [33:37] Understanding Real Estate Value How revenue changes impact the value of a property and the math behind real estate investments. [35:18] Parking Charges and Community Value Discussion about parking fees, community value, and covering development costs. [39:47] Volunteering and Community Service Christina’s passion for giving back, her award for community service, and involvement with local organizations. [45:31] Joining the Board and Career Growth Why Christina joined the WMFHA board and the benefits of industry involvement. [47:38] Mentorship and Leadership Programs Christina’s participation in mentorship programs and the value of peer support. [50:27] Show Wrap-Up Final thoughts, how to be a guest on Boss Talks, and closing remarks. #bosstalks *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.

January 28, 202646 min

Evan Omelia (Boss 125) Evan Squared: Marketing, Radio DJing, and Cat Dading—How to Stand Out in Multifamily Housing

[0:00] Welcome to Boss Talks Host Evan introduces the show and today's guest, Evan Omelia. [0:15] Introducing Evan Omelia Discussion about the confusion of having two Evans in marketing and at WMFHA. [1:16] Community Boss Overview Brief overview of Community Boss and its solutions. [1:40] The Evan Confusion Banter about the rarity of the name Evan and the "multiverse of Evans." [2:29] Evan's Background and Experiences Evan O. shares his diverse background and how it shapes his perspective. [3:17] Trivia Time: How Many Evans? Fun trivia about the number of Evans in the association. [5:04] Parking Stories and Tickets Evan O. recounts his history with parking tickets and city living. [7:35] Music Preferences and EDM Both Evans discuss their favorite music genres, go-to songs, and EDM artists. [11:09] Caffeine and Coca-Cola Addiction Evan O. talks about his Coca-Cola habit and caffeine preferences. [13:49] Journey into Radio Evan O. describes his path from college to working in radio and his roles on air. [21:39] The Origin of a Nickname How "English Evan" became his radio persona. [21:55] Transitioning Between Shows Moving between radio shows and evolving responsibilities. [22:36] Navigating Awkward Work Relationships Working with colleagues who are also spouses and the challenges involved. [23:40] The Reality of Show Business Insights into the unique world of radio and show business. [26:23] The Importance of Storytelling Lessons from radio that apply to marketing: the power of storytelling. [28:13] Innovative Marketing Strategies How Evan O. brings creativity and fun to association communications. [34:32] The Fitness Journey Evan O.'s brief stint as a fitness trainer and his ongoing passion for fitness. [39:01] Life as a Cat Dad Stories about Evan O.'s cat, Isla, and the quirks of being a cat owner. [43:45] The Pet Industry Experience Evan (host) shares his background in the pet industry and pet owner culture. [44:25] Concluding Thoughts and Future Plans Final reflections, gratitude, and a tease for future "Evan" episodes. #bosstalks *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.

January 21, 202648 min

Haley Graham (Boss 124) Navigating Leadership and Community

[0:00] Introduction and Guest Overview Evan introduces the show and guest, Haley Graham, Chief People Officer at Navigate Community Management. Haley is a customer of Community Boss. [1:10] Community Boss Solutions Evan describes Community Boss’s solutions for parking, amenities, and mapping. Guest parking challenges in HOAs. [1:41] Meet Hailey Graham Haley shares her passion for people and leadership. Discusses her role and approach at Navigate. [2:40] Parking Challenges in Condos Haley shares stories about parking disputes in condos. The importance of clear parking management and how Community Boss helped resolve issues. [4:56] Deeded Parking Explained Haley explains how parking spaces are deeded in condos, unlike apartments. The impact on owners, tenants, and enforcement. [7:01] Music and Motivation Haley’s motivational song: “I Can Do It With a Broken Heart” by Taylor Swift. The role of music in staying motivated at work. [8:25] Caffeine Preferences Haley’s favorite caffeinated drinks: tea, vanilla latte, and brown sugar shaken espresso. Evan and Haley discuss their coffee habits. [9:51] Hailey's Career Journey Haley’s path from nonprofit work to community management. How she found her role at Navigate and her growth to Chief People Officer. [15:14] Remote Work Benefits The advantages of remote work for Navigate employees. Flexibility for parents and re-entering the workforce. [17:44] Flexible Work Arrangements Real-life examples of how flexible work benefits employees and the company. The importance of trust and hiring the right people. [23:36] Board Member Dynamics How board member personalities affect HOA management. The difference between proactive and experienced board members. [24:19] Presenting to the Board Evan and Haley discuss the dynamics of presenting to HOA boards. Stories about challenging board meetings. [25:10] Company Culture and Growth The culture at Navigate and why Haley has stayed and grown with the company. [25:26] Power of Relationships The importance of relationships in the HOA industry and workplace. Haley’s perspective on competitors as allies. [25:50] Awards and Achievements Navigate’s recent awards, including Management Company of the Year. Haley’s recognition as committee chair. [26:20] Building Industry Connections How relationships and networking have benefited Haley and Navigate. [37:42] Travel and Cultural Insights Haley’s love of travel and lessons learned from different cultures (Japan, Sri Lanka, Scandinavia). Applying cultural insights to leadership and work-life balance. [44:49] Empathy and Understanding in the Workplace The importance of empathy, understanding, and boundaries at work. Building relationships with employees and supporting their well-being. [48:06] Closing Thoughts Evan and Haley reflect on the value of soft skills, empathy, and community in the workplace. Invitation for listeners to be a guest on the show. #bosstalks *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.