Blog Posts

How WPM Uses Associate Feedback to Build a Top Workplace

At WPM, we believe a thriving workplace starts with listening. It's not just a philosophy; it's a practice deeply embedded in our culture. Each year, we invite every associate to participate in our Annual Associate Engagement Survey, and we don't just collect feedback—we act on it. Our engagement survey is far more than a simple check-in. It's a cornerstone of our commitment to fostering an environment where every voice matters and where input directly leads to action. Once we gather responses, our Executive Management Team meticulously reviews the results. They then engage in follow-up discussions with divisional and departmental leaders to develop tailored action plans that directly reflect what associates have shared. Sometimes, we go even deeper. To truly understand the "why" behind certain responses, we conduct follow-up focus groups. These conversations provide invaluable, nuanced insights into how people are feeling and pinpoint exactly where we can improve. We're continuously listening, learning, and acting on the feedback from our associates. Here are just a few examples: Stronger Benefits, Greater Flexibility: Associates shared what mattered most, and we listened. Based on this feedback and ongoing industry benchmarking, we've significantly increased company investment in healthcare coverage, added more company holidays, and updated our vacation and sick leave policy. This gives Associates greater flexibility and earlier access to much-needed time off. Smarter Technology for a Better Experience: We're consistently enhancing our digital tools to ensure Associates have a smoother, more reliable experience. By making it easier and more efficient to access needed resources, we help our Associates stay focused, connected, and effective in their roles. A Revitalized Annual Awards Luncheon : Associates offered thoughtful feedback about our recognition events, telling us what would feel more engaging and meaningful. In response, we completely redesigned the Annual Awards Luncheon. By addressing prior concerns, the new format creates fresh opportunities for connection and provides more inclusive and personal ways for Associates to connect and celebrate one another. A core belief at WPM is that good ideas can come from anywhere, and that the people closest to the work often have the best insights. Listening to our associates helps us grow, adapt, and lead with purpose. This commitment is consistently validated by our Associates themselves, who year after year vote WPM a Top Workplace in Maryland. In 2024, Associates also earned us recognition as a national Top Workplace for companies of our size across our entire industry. It's a testament to the vibrant culture we're building together. If you're looking for a company that truly listens—and acts—WPM might be the perfect fit for you. Because here, we're not just building great communities for the people we serve; we're building a great place to work for the people who make it all happen.

The Vital Role of a Service Technician in Multifamily Real Estate

In the multifamily real estate industry, service technicians play a critical role in ensuring that apartment communities run smoothly and efficiently. Often described as the "jack of all trades," this is an understatement. These professionals need a diverse skill set that includes basic knowledge of electricity, plumbing, and HVAC systems. Their ability to tackle a wide range of maintenance issues makes them indispensable to property management teams. In addition to routine maintenance issues, service technicians also handle preventive tasks, like changing HVAC filters, clearing dryer vents, and cleaning gutters. Their work helps avoid the need for costly repairs and replacements. Service technicians and the entire service team also play an important role in resident satisfaction, which affects the community’s overall success. Satisfied residents stay longer, reducing turnover and marketing expenses for the property. Daily Responsibilities Service technicians are responsible for a myriad of maintenance tasks within an apartment community. Their day typically starts with a list of work orders assigned by the service manager, who is also a working manager tackling their own set of work orders. These tasks can include: - Fixing defective outlets, switches, light fixtures, and faucets - Diagnosing and repairing stove and other appliance issues - Replacing fixtures and appliances - Unclogging drains in tubs, sinks, and toilets - Repairing cabinetry and replacing sinks - Caulking and tile replacement in bathrooms and kitchens No two days are alike for a service technician. One day might be spent entirely on plumbing issues, while the next could be dedicated to HVAC repairs. The workload can vary significantly, with some tasks taking just an hour and others, like major HVAC repairs, potentially consuming an entire day. This variety requires technicians to be flexible and quick to adapt to changing priorities. In addition to routine maintenance, service technicians are also on call for emergencies. Depending on the size of the property, they might be on an emergency call rotation, ensuring that urgent issues are addressed promptly. This on-call duty requires technicians to be adaptable and ready to handle any situation that arises, often making them the first point of contact for residents facing maintenance problems. Service technicians are often offered reduced rental rates to live at the property or another nearby property in the company’s managed portfolio to help ensure faster response times to emergencies. Training and Skill Development Training is also a key component of a service technician's day. WPM has developed a robust approach to maintenance and service training, helping technicians strengthen their skills and experience. In-field training allows new technicians to learn on the job from more experienced professionals, and regular training sessions help all team members stay updated on the latest maintenance techniques and safety protocols. Through this continual learning environment, service technicians gain the skills, experience, and confidence to handle a wide range of service and maintenance issues. Additionally, our 12-month Service Mentoring And Response Training (SMART) program is designed to give rising team members the skills to successfully move into leadership positions within the organization. Career Growth Opportunities Entry-level technicians should have a basic understanding of electricity, plumbing, and appliance repair. Over time, they can expect to gain advanced skills through on-the-job training and additional courses. The role also requires strong people skills, as technicians often interact with residents, addressing their concerns and ensuring their satisfaction. For those interested in expanding their skill set and advancing their career, there are multiple opportunities for growth. Technicians can advance to assistant service manager and service manager positions at a single property and eventually to a senior area service manager role, overseeing maintenance needs of multiple properties and managing larger teams. There is no set timeline for these promotions; progression depends on individual effort and acquired skill sets. ---------------- “Being a Service Technician opened my mind to new perspectives and fueled my desire to help others. Each day brings new learning opportunities, and I am grateful for the chance to share my knowledge while continually expanding it.” – Frank Rocco, Service Manager, WPM Real Estate Management (promoted from Service Technician) ---------------- Preparing for the Role For those interested in becoming a service technician, technical schools offer valuable training in essential skills like electricity, plumbing, and HVAC systems. For those who cannot afford formal education, starting as a site technician at a property provides a pathway to gain experience and learn about working in property management service. Some companies, like WPM, also offer in-house training and mentorship programs, allowing new hires to develop their skills and advance their careers. Final Thoughts The role of a service technician in multifamily real estate is both challenging and rewarding. It requires a versatile skill set, adaptability, and a willingness to continuously learn and improve. For those who enjoy a dynamic work environment and the satisfaction of solving problems, this career offers numerous opportunities for growth and development. Interested in a career in multifamily property management service? Visit https://www.wpmllc.com/careers to explore the opportunities at WPM Real Estate Management and join our team of quality service professionals.

Why CAI Credentials Matter in Community Management

When it comes to managing your community, not all management firms are created equal. Plenty can handle the basics—but real value comes from education, experience, and a commitment to professional standards. That’s where CAI credentials make a real difference. At WPM Real Estate Management, our team includes professionals with respected industry designations like CMCA® (Certified Manager of Community Associations), AMS® (Association Management Specialist), and PCAM® (Professional Community Association Manager)—the highest credential awarded by the Community Associations Institute (CAI). These aren’t just titles. They reflect hands-on experience, in-depth training, and a serious commitment to the work. WPM also holds the AAMC® (Accredited Association Management Company) designation—an elite distinction that means every one of our community managers is credentialed and actively pursuing continuing education. Beyond credentials, our managers are deeply engaged with CAI at both the local and national levels—speaking at conferences, leading discussions, and staying plugged into the policy changes and industry shifts that directly impact the communities we serve. So what does this mean for your board? It means you benefit from: Efficient, well-run meetings led by professionals who understand governance and board dynamics Expert guidance from a team who understands current laws, reserve funding best practices, and governance trends A management partner who is proactive—not reactive—when it comes to changes in legislation or industry standards Is Your Community in Expert Hands? Here’s a simple checklist you can use when evaluating your current management—or when considering a new partner: Do their managers hold professional CAI designations like CMCA®, AMS®, or PCAM®? Is the company accredited by CAI as an AAMC®? Are team members actively involved in CAI, either locally or nationally? Do they prioritize ongoing training and continuing education? Can they speak confidently about current legislation and evolving industry trends? Do they provide structured, professional support to your board? Are they advising your board, or just carrying out tasks? If you’re unsure, or answered “no” to any of these, it may be time to reevaluate. As communities face growing complexity around budgets, reserves, legislation, and resident expectations, you need a qualified and engaged management partner with the expertise to guide smart decisions and protect your investment. Because at the end of the day, who you trust to manage your community matters. It supports your board’s credibility and ensures your community is being managed with insight, not just oversight.

Navigating Architectural Guidelines in a Community Association

Living in a community association, such as a homeowners' association (HOA) or a condominium association, means adhering to certain architectural guidelines. These guidelines are in place to maintain the aesthetic and structural integrity of the community. While they can seem daunting, understanding and following these guidelines can help ensure compliance and harmony within the neighborhood. Understanding Your Documents As a homeowner, it is important to thoroughly understand your community's governing documents. These documents outline what changes require approval from the association and the process for obtaining this approval. Often, homeowners may assume that certain modifications, especially those that seem minor or are within their unit, do not require notification. However, it's crucial to verify this assumption with your association or management company before making any changes. Failing to do so can lead to costly consequences if the modifications do not comply with the guidelines and need to be undone. The Importance of Communication For boards and architectural committees, clear and consistent communication with homeowners is key. At least annually, the board should remind homeowners of their responsibilities and the architectural guidelines they need to follow. This can be included in a move-in letter for new residents, highlighting critical aspects of the guidelines. Creating a separate, concise architectural guidelines document can significantly aid in this communication. Instead of homeowners having to sift through potentially hundreds of pages of legal documents, a brief synopsis outlining what modifications require approval, what is automatically approved, and any specific rules can be more user-friendly. For instance, if installing a clear glass storm door is allowed without approval, but other types require permission, this should be clearly stated in the guidelines. Consistent Enforcement Enforcement of these guidelines must be uniform to avoid any perception of favoritism or discrimination. The rules should be applied consistently, regardless of who is on the board or the architectural committee. This uniformity protects the board and the association from potential claims of discrimination or unfair treatment. If a homeowner installs a half screen that is against the guidelines, the board must enforce the removal of that screen, just as they would with any other homeowner, whether they are a friend or not. Legal Considerations Boards should be aware that homeowners can file complaints against the association if they believe the guidelines are being enforced unfairly. For instance, in some areas there are specific commissions on common ownership communities where such complaints can be filed. These commissions have the authority to reverse board decisions if they find that the guidelines were not enforced uniformly. There have also been instances where associations were sued under the Federal Human Relations Commission for discrimination. Navigating architectural guidelines in a community association requires both homeowners and boards to understand the rules. Boards must communicate these rules clearly and enforce them consistently. Clear and concise guidelines, applied uniformly, help maintain the community’s aesthetic integrity and ensure fair treatment for all residents. This approach protects the community from legal disputes and fosters a harmonious living environment.

The Goldilocks Principle: Maintenance Advantages of the Right-Sized Property Management Company

For multifamily real estate owners and community association boards, selecting a property management firm can be quite an undertaking. It’s a fragmented market – everything from small, owner-operator managers with one or two employees who “do it all” to huge, national and international companies that manage billions of dollars of real estate and thousands of communities. While there are pros and cons to each, one area that is often overlooked during due diligence in choosing a property manager is how a company’s size affects its maintenance operations. Major national operators have untold lists of vendors, often vetted through a procurement process that can be bureaucratic. Depending on the location of the property or the type of service needed, vendor bids are reviewed and selected by individuals who may or may not have even stepped foot on the property. On the other end of the spectrum, small operators often lack the size to attract larger vendors or competitive pricing, opting to funnel work through a handful of smaller vendors they know, but who may or may not be best suited for the work. Working with a regional management firm provides a sweet spot for communities who recognize the importance of maintenance operations in preserving the value of their assets and optimizing the return on their investment. As a large, regional property management firm, WPM knows what it takes to attract and work with high quality vendors and how to maximize maintenance operations. Here are a few considerations and why size matters to your community’s maintenance operations (and bottom line!). Vendor Selection. No one wants to find out in the middle of a project that the company doing work on your community roof wasn’t insured properly or lacked appropriate licensing. So it’s important that your property management company has a fair and rigorous process for due diligence on vendors. WPM works with a reputable, third-party provider to vet prospective vendors, determine and track insurance verifications, assess fit for multifamily and/or association communities, and evaluate performance against our standards of excellence. Not all vendors are a fit for all property types. Only after a thorough review are vendors approved to be a preferred partner for one of our divisions and eligible to bid on projects for the communities we manage. Buying Power. Having a portfolio that represents a sizeable potential market to vendors provides a management company with access to a larger pool of high-quality vendors. This helps secure more competitive, bulk, and volume-based pricing. WPM’s size creates a spend that is large enough that vendors are willing to create discount pricing for things like flooring, cabinetry, fixtures, HVAC equipment and supplies, roofing, paint, landscaping materials, and so much more, because they know that over the course of the year we will purchase a significant volume across our communities. This means we’re not purchasing at retail rates, but rather securing lower commercial or hybrid rates, locking into a discounted rate for purchases made throughout the year. In the end, these savings benefit our clients, both financially and operationally, eliminating the need to inventory or store items in order to receive lower pricing. Quality & Relationships. Size also affects the depth of relationships a company can have with its vendors. Does the company have a direct line to the vendor contact to resolve issues? While competitive pricing is important, having strong relationships with vendors who have mutual respect for quality work and a shared commitment to doing what’s right when things go sideways (which, unfortunately, they can sometimes do) can mean the difference between successful projects and costly re-work and blame games. WPM has spent decades building trusted relationships with preferred partners throughout the Mid-Atlantic region – from setting clear expectations for quality and service to ensuring fair pricing, accountability, and quick resolution to any issues. We have a shared goal to deliver exceptional value to the clients we serve. Staff & Contractor Management. How a property management company uses its team can provide insight into how well they optimize your maintenance budget. Do they try to keep everything in house, deferring maintenance projects they can’t get to? Or do they leverage outside contractors for time-consuming and specialty-skilled work? Bringing in a contractor to make sure work gets done properly can minimize the impact of delays and deferred maintenance. WPM’s team takes pride in carefully evaluating the work to be done and identifying the most cost-efficient and productive way to deliver quality results. In the end, this ensures the highest level of service for our clients. Knowing how size can affect the way maintenance is handled for your property or community can be beneficial in selecting a property manager. What may appear relatively mundane or unimportant can actually have greater implications over time for the value of your property. In the end, size does matter. Take the time to really explore this aspect to ensure you have the right-sized management company to manage your community.

13 Years as a Top Workplace: A Legacy of Culture, Commitment, and Excellence

For 13 consecutive years, WPM Real Estate Management has been recognized as a Top Workplace in Maryland. But what does that truly mean? This distinction isn’t simply an accolade handed out by The Baltimore Sun based on arbitrary criteria. Rather, it is a recognition that comes directly from our Associates—those who experience and shape our workplace culture every day. Each year, WPM participates in an independent, third-party survey that evaluates key drivers of employee engagement, including professional development opportunities, compensation and benefits, flexibility, inclusion, leadership, and alignment with company values. It’s our Associates’ candid feedback that determines this award, making it a particularly meaningful honor. To be recognized year after year speaks volumes about the culture we’ve built, the work environment we continue to foster, and the investments we make in our people. A Culture That Sets Us Apart Why do people choose to work at WPM? While competitive compensation and benefits certainly play a role, the overwhelming answer is culture . At WPM, Associates aren’t just employees—they are valued members of a team where their voices matter. The company actively seeks feedback and, most importantly, acts on it. Leadership listens, makes improvements, and continually strives to create an environment where Associates feel heard and empowered. One of the key differentiators at WPM is our focus on “ownership thinking.” Associates at all levels are encouraged to take initiative, make decisions, and contribute to the company’s success. When people feel invested in their work, they bring their best, helping the company perform at its highest level. “I love that everyone is a team player and willing to help no matter the issue or department” – WPM Associate Survey Comment Investing in Our People At WPM, we believe in the power of continuous learning and professional development. We provide Associates with access to internal training programs, external industry certifications, and tuition reimbursement for industry-related education. This commitment to education ensures that our team members have the resources and opportunities they need to advance their careers and expand their skill sets. For those seeking career growth, WPM does more than encourage it—we actively invest in it. By providing the tools, guidance, and support needed to develop professionally, we empower our Associates to take charge of their careers and shape their own paths within the company. “WPM ensures you have the tools you need to be successful. I love the opportunities to learn and grow.” – WPM Associate Survey Comment What It Means for Our Clients Our legacy as a Top Workplace extends far beyond our internal culture—it has a direct impact on the service we provide. In an industry where attracting and retaining top talent can be a challenge, WPM stands out as a place where people want to build their careers. When employees feel valued and supported, they bring that same level of responsibility to their work, creating a more engaged and dedicated team. For our clients, this means consistency, expertise, and a level of service that comes from experience and stability. This leads to stronger relationships, deeper knowledge of the communities we manage, and a team that takes genuine pride in delivering results. A great workplace fosters a great team—and that translates into better outcomes for homeowners, residents, and clients alike. “The entire company operates as a team and supports each other. You feel valued as an employee and acknowledged for the efforts you put into the day to day.” – WPM Associate Survey Comment A Recognition That Reflects Our Values Being named a Top Workplace year after year is more than just an award—it’s a testament to the dedication of our Associates and the culture we’ve built together. It speaks to our commitment to fostering an environment where people feel they have the support, resources, and opportunities to grow both personally and professionally. This recognition isn’t just about the past; it’s about the future we continue to shape. We remain focused on what matters most: investing in our people, delivering exceptional service, and creating meaningful impact for communities throughout the Mid-Atlantic region.