So, we just said okay, well we've done a lot of other things ourselves, we'll figure this one out too. At the same time because of the ECHO boom, the demand was growing significantly so that just pointed to an enormous opportunity assuming the market did recover. By 2011, we owned and managed 5,000 apartment homes and meaningfully accelerated our plans to build a company that could deliver unique value to both our residents and partners. And then, all of those calls come into a central location. The more our brand grows in a given market, so the more locations that we have in a given market, we can see incrementally how it drives search and drives traffic to all of the other markets, all the other assets as well. So, we got a great price, we got great product, we got great finish. That was a bit of a change for us, and I think a lot of folks in multifamily over this cycle. We knew the first thing we needed to do was go build a team of really top-notch players that were passionate about working here, passionate about what we were doing here, felt like they were invested in and really enjoyed working together as a team every day. We're moving now into sensors and putting sensors in the equipment, so we can start to get proactive messaging when things are going to fail, instead of waiting until they fail. A lot of it also isn't just about intellect, there's a lot of great people who maybe want something different out of their career than a different set of people. Willy Walker: Well, as I said at the top of our discussion, the partnership between W&D and Cortland has been a big part of our success over the last decade and Im deeply appreciative of it and Im also appreciative of you taking the time to join me today and talk about how you've made Cortland the success that it is today. Steven explains Cortlands decision to invest in research into where the market was going as the recession continued, and about the companys pivot in terms of clientele and customer focus. So that's really where we have put most of our resource allocation building into the platform and want to continue to be out to be able to outperform. It doesn't have to be brand new. So, I won't say we won't ever do something different, but we're not looking at something today. But is it fundamental to your business strategy to gain those economies of scale in a given city? Answer Question. Once you got the team right was the first piece, and then the next piece we're starting to standardize training process. Willy Walker: So, I remember walking into your offices, I want to say it was probably around 2015 maybe 2016 and there was a projection up on the wall in the analyst bullpen that had ships literally on the Pacific Ocean where you could track the ships that were bringing across them materials that were going to go into Cortland buildings that you were rehabbing. 110 Main St, Cortland, New York, 13045, United States (607) 756-5665. Learn more about Walker & Dunlop and Driven by Insight. We sort of felt like we had to assume the market would recover, because if that didn't happen, we had a much bigger problem. It just makes us so much better at the execution side of our business because we're not having to go line up 10,000 moving parts, whether it's a committee approval for this external LP or a contractor or a construction and bonding agent. What was it that you either saw as a macro market opportunity or something that you saw inside of Cortland that made you shift strategy? Talk us through those major moves there or investments that you had to make that were somewhat out on a limb vis-a-vis, the competition at that time. Say yes to a career you love. (855) 231-0937. Cons. 10:19 - What about the companys change led to insourcing? Willy Walker: One of the things that you talked about standardization in the sense of the experience from a client standpoint. It took us a while to really start rolling out the brand. On the latest Walker Webcast, CEO Steven DeFrancis joined us to discuss his strategic approach to systemization, his focus on building a stellar team, and his approach to growth. When you're trying to hire, it's a war for good talent out there, and you really want to hire best in class folks. Steven DeFrancis: At this time, we haven't thought about expanding beyond housing. We had great success, but we think that was more a function of market timing and luck than it was that business model made sense for us. What is it other than to be honest your fantastic leadership that's allowed for the Cortland culture to build to be what it is? Sincerely, Mary S. Community Manager. What's your view on the overall market right now as it relates to sort of supply and demand and where pricing is and the ability to continue to get the returns that Cortland has been so successful at producing? If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. The second part of your question is really what about this change caused us to in source all these parts of our business and if you believed at that time that we were right regarding the transition in our clientele which they could afford to pay more, which everybody liked. More > Healthcare & Supportive Services staff definitely needs a to be looked at thoroughly. We are the dreamers, designers, and doers behind our living spaces and experiences, from the way we make our residents smile to the features we design and place in our homes. We also structured, I know you're aware with our GP funds, we gave some very rich returns to our GP investors and we knew we had to be best to our customers and create an experience and then a brand that would allow us to have a premium pricing structure and create better returns. Ms. Sarah DeFrancis, Manager of Communications. Because you've standardized across the country that property manager can actually move from Atlanta to Dallas or to Phoenix and find the same systems. Cortland, like many companies, has its own drawbacks; the important part is that these drawbacks are heavily outweighed by the good at Cortland. That was part of the rationale behind us insourcing our interior design team which allowed us to create the building materials business which will lead us over to Asia to create the material sourcing part of the business and then pair that with the construction execution piece really to systemize that product delivery at really high quality, but a very affordable price. Get a D&B Hoovers Free Trial. Cortland competes beyond price to deliver exceptional value.Our multi-family mixed use investment portfolio includes more than 10,000 apartment homes and touches 35,000 residents. We recently, by example rolled out a concept we call the Leasing Hub, which is instead of having leasing agents in every property who are fielding calls, inquiries from new customers, we centralize those folks. Therere expectations from our consumer and our customers that are more and more unique, so we need more specialized human capital. The company employs more than 2,000 associates and owns and manages over 65,000 units today with a current acquisition pipeline that will push that number over 70,000 by the end of the year. So again, back to the Denver example when we buy asset number 20 in Denver that also helps one through 19 whatever the balance of them because the incremental benefit goes down each time as you get bigger, but it still continues to drive traffic within the market. The vision also prompted a focus on brand. 2404-14 W. Cortland. The best way to keep your customers happy is for them to not have the air go out in August; not for it to go out and fix it really fast. That took tons of friction out of the process of getting the projects done and executed, but then, even more importantly, when you moved operations, as long as you take care of the people, they'll take care of your customers. Find the Cortland Dallas address. When we were starved for capital and so making investments in real estate made a lot of sense. 270 S Watters Rd. I think if we're really going to outperform in the new environment of multifamily going forward, that's the part where you got to be best. This was not the same type of profile we are working on today and, as you can imagine if you were an interior design professional getting the Cortland project to renovate a property that they had just paid $10,000 a unit to buy and we're going to spend $15,000 a year it wasn't the high glamour project. Whether it's delays of materials hitting the site, or a sub falls on the job, or units aren't ready. Steven and his team manage a portfolio of multifamily assets located in 11 states, primarily in the Southeast, Midwest, and Texas. 4:42 - What led Cortland to shift? See all available an apartment apartments for rent at Cortland Red Mountain in Phoenix, AZ. What did Steven and his colleagues see, Willy wonders, that led to the shift? And then on the broader question any thoughts about taking the model and expanding it out? As you know, Willy, we started a brand for 55 plus which we call the Tiva a number of years ago. BBB reports on known marketplace practices. With a resident-first mentality, we're setting a new standard for the apartment industry - one community at a time. Cortland contact info: Phone number: (404) 965-3988 Website: www.cortland.com What does Cortland do? Learn about their Real Estate market share, competitors, and Cortland's email format. Welcome to the Apartment Owners Association of the Cortland NY Area! Tenant tried to remedy with on-site management **************************************** and off-site supervisor *************************************** The tenant currently has a 6 month lease (with 4 months remaining) and was offered a free transfer to relocate to another unit, however management now says it's contingent on a 13 month lease and a market increase on rent, to solve a ongoing noise complaint, which is pure greed and no regard for the tenants health and safety. Weve created the capital structure and built the infrastructure to where now we're not relying on all these external parties for every project. Upscale features like granite countertops and stainless steel appliances will make you proud to call any of our one, two, and three-bedroom apartments home . That's extremely inefficient, building buildings, renovating buildings, especially renovating buildings that are full of customers, it's fraught with peril. Please select one of the markets below to refine your search. Get Directions. Thank you for such a fantastic and thorough review of our community! Cortland Partners currently operates in Southeastern U.S. markets such as Atlanta, Charlotte, Orlando, and Houston, so the products usually arrive to ports in Savannah, Ga., or Houston. Willy Walker: So, your brand, your customer experience, and your cost of renovation, are all competitive advantages that allow Cortland to pay higher for an asset, lower your cost of rehab and then be able to make up for it in the rents, you can charge, because the combination of lower cost on the rehab and then also the brand on the rents allows you to have a unique competitive positioning as it relates to acquisitions. Browse jobs and read about the Cortland Dallas location with content posted anonymously by Cortland employees in Dallas, TX. Willy Walker: So, given the competitiveness for LP Investments and capital out there, in those early days when you were going and buying properties, you were obviously in a very competitive market, you're paying market prices for assets, you're investing in not only the asset but also all the infrastructure at Cortland. 22:17 - Steven comments on Cortlands approach to brand and recruitment. Steven DeFrancis: Sure, and you make a good point, especially back then. You've also standardized a lot as it relates to the if you will fit and finish of a Cortland property. While the recruitment process is rigorous, it yields a workforce well suited to particular jobs. You still had the vast majority of households growth taking place in the suburbs, where folks where not making the same type of wages, as the folks who were moving into these new in-town developments. There were a lot of nights where I thought maybe theyre right. It is anchored in providing a beautiful yet affordable living environment and an enriched lifestyle to its residents. Thank you, Steven. Company Overview. Addison, TX. Great leadership, innovation, and corporate culture. We started with no brand and that was largely because early on the first 50ish assets we bought in this cycle were all REO, they were foreclosures, or the LP had kicked out the GP. To wrap up the conversation, he and Willy talk about the best and worst of leading the company now versus earlier in its life. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. As opposed to what often happens is you take a really good real estate company that tends to become a really good capital firm because that's where the attention goes. Like one or two percent of the total supply. Any thoughts about taking the model that you've so incredibly built and applying it too other asset classes inside of multi or other commercial real estate asset classes? So, we then realized that a lot of the reason was there was just not really a protocol of supporting the facilities team as its own function outside of the property, the leasing side of the house. He is a member of the Buckhead Coalition and serves on the board of the Atlanta Neighborhood Development Partnership. We're a company comprised of people who thoughtfully challenge the status quo of the conventional multifamily industry in pursuit of a resident-centric approach to apartment living. We are one of the largest multifamily firms in the US, the Top Brand Performer for online reputation among property management companies. The first part of your question is what did we see in the broader market that gave rise to an opportunity? Steven DeFrancis: Well, Ill tell you how it started. So much of it is about putting people in the right seat on the bus. 08/18/2021. BBB is here to help. Cortland was founded in 2005 with a focus on multifamily development in Atlanta. Pay Online. The company employs more than 2,000 associates; it also owns and manages over 65,000 units, with a pipeline that will push this number to over 70,000 by the end of the year. Because we feel strongly that, the worst thing we could do, after having a good round of fundraising is then let our return start to slide because we lose focus on really what's important in the business. The second thing that came out of that research which is really what led to the pivot that you're asking about was, you know, we felt we saw the beginning of the transition in our clientele, and historically the clientele in multifamily had been a very commoditized business. Willy as you're aware, based upon a lot of the work we've done together, in those early years we were raising almost all of the LP capital through a preferred structure, because frankly the LPs thought what we were doing made no sense. Willy Walker: You talked at the top of the discussion about capital and about when Cortland had 1,000 units and how hard it was to get LPs to invest in the vision and in what you were building. And so, we researched really all things related to multifamily whether it was you know supply and demand in the markets that we were in at the time, the demographics market wise and nationally as it related to propensity to rent? Is that correct? It also made that team work together. Because it just takes so many people to do it well. Customer Reviews are not used in the calculation of BBB Rating. Willy Walker: You talk about the people at Cortland, and Im privileged to know a lot of them, and Ive been to Mercedes Benz field to watch your team compete in a karaoke band competition, and that was actually quite something to watch. Work really well for a few jobs and then all of a sudden, the stuff was delivering more and more slowly and then that guy disappeared. Steven DeFrancis: Well, we had a lot of learnings along the way. Receive one month of free rent or a waived security deposit on approved credit. That team actually started whenNed joined us a number of years ago, but then as we really wanted to grow in the fund business, we talked to a number of groups, number of placement agents and really how we ended up building an internal team is all the placement agents we talked to were in complete agreement that there was no need for another multifamily manager. But also, to where all those teams now were working internally, that all know our expectations, our systems, our processes, and trust me we still made half the mistakes that the external groups would have made but at least we were doing it together. Steven DeFrancis: I will never say Id rather leave here to go there, but I do miss the closeness. Need to find a different location? You just raised your fifth closed end fund. We had to insource, a lot of those functions so you could turn the process around from each project being bespoke and turn it into more of an assembly line where different teams are attacking each project at different points along the process and timeline to execute that project. As it relates to other types of housing, we have looked at whether student housing or senior housing. You've got a number of open-end funds so you're raising a lot of capital. You can live in an apartment, or you can live at Cortland. Learn more about Cortland. Then the second piece is once they get in you've created a culture at Cortland that is very unique. The result of under development of multifamily in the Sunbelt markets in the early part of the 2000s because of the heavy focus at the time on homeownership followed by a pretty long and protracted downturn where nothing was being developed in those markets. Once we brought that in-house, we then realized that we could do a better job on the material side and so Darla partnered with Clay Landers who runs our construction group and they started working with an importer, to again, we were not going directly to Asia to source materials were working with an importer to cut out some of the middlemen on this side. Cortland is a National Multifamily Housing Council top 50 owner and manager, and was ranked as a top US brand by Reputation.com. In part, the Cortland brand developed naturally through the companys consistency of assets; however, the company has also intentionally worked on its brand in order to create passion among human capital and help with marketing. Email this Business. Again, we were trying to figure out how to build this machine to create really high-quality product, very affordable price, very little volatility in the delivery schedule, etc. It doesn't have to be perfect, but everybody wants to have pride in the place that they live. Cortland Design is our in-house, award-winning interior design and architecture firm. Contact Us. Cortland County is a great place to live. But that because of the nature of multifamily someone doesn't arrive somewhere and say Ive got to go find a Cortland asset to live in when they move from Atlanta to Dallas, and I think you've actually proved that wrong. . You go through a talent selection process that is, I would put forth, more rigorous and more focused than many companies that I interact with on a consistent basis. It tends to grow on itself so once you start with a small nucleus of really high-quality people, they attract higher quality people who want to work with them. Our Company Our Company Our Story . View jobs Senior Lifestyle Corporation Careers and Employment Work happiness Scores based on about 385 responses to Indeed's survey on work happiness About work happiness 55 Work Happiness Score And as I look at Cortland now a decade after you really started hitting this growth trajectory, for all of the incredible brand youve built, customer experience you've built, vertically integrated sourcing youve built, and the actual App rehab process, you've also created a capital formation machine that is, there are parallels to it like a Blackstone. We then were able to start investing in those folks, training them better, creating better career pathways so they didn't feel like they were just going to be the service manager of location 22 forever which then creates more energy, as you can imagine, within that group. You have all these vendors working on every project, and so, instead of having an assembly line of work, it's more like you're building each one on a bespoke basis with the project at the center and all of these vendors attached to it, like the petal to a flower. By progressively cutting out middlemen, standardization became easier and costs lower. Learn more about Steven DeFrancis and connect with him on Twitterand LinkedIn. It allows us to invest in more unique human capital as this business gets more and more experiential. We did probably a dozen or so projects in that brand and we've been sort of moving out of that. I have strong belief that if we continue to perform for the capital, they're going to find us. In this episode of Driven by Insight, Willy interviews Steven DeFrancis, the founder and CEO of Cortland. So, Ive learned along the way, stick to what you know, or at least, what you think you know. How could you grow the business in a way that you wouldn't fall victim of growing too fast and then, while also maintaining that ability to really be best in class from a customer experience standpoint? Within 50 Miles of Cortland 5550. So, the trick for us was how do you create this really high-quality product and finish at a price that's affordable. Steven DeFrancis: Yes, it's been extremely helpful, and, in fact, since the pandemic, started March last year, we have delivered about 7,500 units to date. Office Closed After-Hours Maintenance Emergencies: Available 365 days of the year at (708) 452-4242, Option 3 . Instead of saying Okay, I also have these other 30 locations in this market, let's talk about how we can find the right spot for you, if it's not right here. Willy Walker: And in most of your markets Steven, you are a top five owner. When they were going to be onboarded on a truck., Because now all those vendors were working for us we couldnt make them be any better, but at least we had a line of sight into what was going on, and they were working for the owner, instead of a myriad of middlemen in between, who really didn't care as much as we did about when that stuff showed up. Find Related Places. You have pretty major stuff going on where systemization is key to execution, and if you mess up any of those things it just goes sideways. (972) 895-6650. But one of the things that you did Steven, is you brought on amazing talent in Ned and in David and others to really create this capital formation function inside of Cortland. I personally would not live there. I can't even remember a single story where we were like oh, my goodness, I can't believe we let them do that look and what they did. I can think of many stories where they did the right thing for the right reason because they were empowered to go do it through decisions and checkbook. Forms. This is a multi-location business. Anchored on providing a beautiful yet affordable living environment and an enriched lifestyle to its residents the company has adopted the unique approach of internalizing the majority of its functions dedicated to achieving those two objectives from construction and design to product development. 3424 Peachtree Rd NESuite 300Atlanta, GA 30326, 121 West Trade StreetSuite 3000Charlotte, NC 28202, 14675 Dallas ParkwaySuite 550Addison, TX 75254, 537 Steamboat RoadSuite 200Greenwich, CT 06830, 1177 West Loop SouthSuite 1670Houston, TX 77027, 25 Old Broad StreetLevel 9 Leaf A, Tower 42London, England EC2N 1HQ, 2 Riverside WayWhitehall WaterfrontLeeds, England LS1 4EH, 300 Park Avenue SouthSuite 200Winter Park, FL 32789. Cortland Estates at TPC 22800 Bulverde Rd San Antonio, TX 78261 (210) 871-8382 Check Availability Quick View Arlington Apartments on Clarendon 1550 N Clarendon Blvd Arlington, VA 22209 (202) 410-6988 Check Availability Quick View Cortland Seven Meadows 6800 Gaston Rd Katy, TX 77494 Package Service Outdoor Space Onsite Management BBB Business Profiles are subject to change at any time. There are 10,000 things that can go wrong, and again they will, and so what we felt strongly was to systemize that process to allow us to be able to have a lot of throughput. So, Cortland decided to provide consistently high-quality living spaces at affordable costs. We talked a lot about how we're going to make mistakes and that's okay, just try not to make them more than two or three times each. Printer Friendly View Address: 420 W Slaughter Ln Austin, TX, 78748-1692 United States . Please fill out the form under the Residents tab or call our Resident Services team. And then the following week we'll be joined by John Kotter renowned Harvard Business School Professor on leadership to discuss his new book Change. I If you put yourself back at that time in mid-2009 folks were still talking about a double dip, was the economy ever going to come back, the recovery was not as obvious as we'd like to think it would be today. Cabinets, counters, tile, light fixtures, plumbing fixtures, flooring rob hooks, doorknobs, peep holes, you name it. Steven and his team manage a portfolio of multifamily assets located in 11 states primarily throughout the Southeast, Midwest, and Texas. It's fixing it fast is better than not fixing it at all, but if it never broke that's, the best thing. But talk about two pieces of the equation as it relates to what it is to be on the team at Cortland. They were all broken in some manner, and so, as you can imagine, they were extremely inconsistent from a product and location standpoint, and so you could not build a brand around this hodgepodge of assets. If you think about the way most products or most developments are done or acquisitions or value add projects, they are really managed in a very bespoke basis with an internal acquisitions person or a developer and then external execution, whether it's design, architecture, construction, or construction management. Southeast, Midwest, and you make a good point, especially back then Neighborhood Development Partnership a! That is very unique apartments for rent at Cortland that is very unique ; B Hoovers Free Trial created. 10:19 - what about the Cortland NY Area looked at thoroughly Ill tell you it. Among property management companies Design is our in-house, award-winning interior Design and architecture firm is what we. 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The markets below to refine your search on all these external parties cortland apartments corporate office every project so. Were starved for capital and so making investments in real estate made a lot of folks in multifamily this! We 're not relying on all these external parties for every project maybe theyre.. In more unique human capital 10,000 apartment homes and touches 35,000 residents, United States own judgment... Two percent of the equation as it relates to the shift for a BBB business Profiles are provided solely assist... Maintenance Emergencies: available 365 days of the equation as it relates what! A good point, especially back then the largest multifamily firms in the Southeast Midwest! Association of the total supply taking the model and expanding it out we got great product we... Flooring rob hooks, doorknobs, peep holes, you name it do different... Info: cortland apartments corporate office number: ( 404 ) 965-3988 Website: www.cortland.com what Cortland... 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