In this episode of Driven by Insight, Willy interviews Steven DeFrancis, the founder and CEO of Cortland. 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. It must be really fun these days to sit down with LPs who are basically throwing money at you. So, as long as Im here, thats where the focus on the operations. 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. 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. 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. There were a lot of nights where I thought maybe theyre right. The other piece is just in SEO and online through branding as I mentioned earlier. Learn more about Cortland. That to me, Steven, is sort of where the genius happened, and I just want to understand during that period of time what was it that you were seeing, what was the conviction that you had to invest in those two different areas? Find the Cortland Dallas address. You just raised your fifth closed end fund. Walker & Dunlop and Cortland have grown almost in lockstep over the past decade and Steven and his team's amazing success has been a big part of Walker & Dunlops success, and for that Im deeply grateful. And you have standardized on lock systems, you standardize on HVAC systems that have allowed you to have property managers who typically let's just say it was a property manager lived in Atlanta had done their stint being a property manager on a Cortland asset they typically would then graduate either to come to corporate or go to some other company to find a new job experience. 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? Steven DeFrancis: We felt the brand was very important. At least we were all one team. As you know, Willy, we started a brand for 55 plus which we call the Tiva a number of years ago. Houston, Texas Office. About Us. We are definitely being impacted by those supply chain issue so Im not going to say that are not happening. So, what we began to do is say okay let's take those learnings and really pivot the platform to focus on this new environment where the client or our customer needs to be at the center of everything we do. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. So, talking about engaging interaction discussions it's a true pleasure for me to have my friend and amazing CEO Steven DeFrancis joining us today. Faqs. My controlling now the design of the materials, were talking everything inside the drywall in a unit. To your point you made systemizing appliances and plumbing fixtures and all these things so you get as much customization as possible, which makes nothing will make the service teams job easier is when things don't break. Cortland is a National Multifamily Housing Council top 50 owner and manager and is ranked as the top us brand by reputation.com. After digging into that a fair amount, we realized that there was really very little, you know as an industry, we pay very little respect to the folks who are turning wrenches if you will. Cortland is the largest owner and operator in the cities of Atlanta and Dallas, as well as in the entire state of Texas. In general, I always feel appreciated, I always feel I can speak my mind, and I always feel like I am growing. 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. 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. This is a multi-location business. You've got a number of open-end funds so you're raising a lot of capital. The training that you've given them is sort of applicable across the Cortland platform. Browse jobs and read about the Cortland Dallas location with content posted anonymously by Cortland employees in Dallas, TX. It took us a while to really start rolling out the brand. Printer Friendly View Address: 420 W Slaughter Ln Austin, TX, 78748-1692 United States . 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. 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. Steven DeFrancis: Well, we had a lot of learnings along the way. 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. It doesn't have to be perfect, but everybody wants to have pride in the place that they live. Say yes to a career you love. 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 contact information for Cortland. Willy Walker: Thank you Susan and good morning everyone and welcome to another Walker Webcast. Learn more about Willy Walker and connect with him on Twitterand LinkedIn. As a matter of policy, BBB does not endorse any product, service or business. Pay Online. Is that correct? 110 Main St, Cortland, New York, 13045, United States (607) 756-5665. Five years ago, I knew every single person who worked here and could walk up and have a conversation and whatnot and knew them. 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. Fri: 9am - 5pm. Monthly Rent. 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. 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? To this end, the company has developed a unique approach of internalizing the majority of its functions. I can thank Bruce Cohen for the time he spent advising us, putting that team together. You had folks who lived in multifamily after college, the newly divorced, newly unemployed, newly moved to a new city, newly graduated, usually it was a short-term stint, it was a transitional period in most folks lives, and largely if you think about it most folks lived in an apartment until the very first point, they could afford not to. 51:39 - Will Cortlands main focus going forward be service or capital? We felt then if that was the case, then the next piece was how could you build a system or a machine that could create a lot of throughput? Tue: 9am - 5pm. It's clich everybody says it starts with the people, but it really does start with the people. You can then attract higher quality folks. BBB Business Profiles are subject to change at any time. See all available an apartment apartments for rent at Cortland Red Mountain in Phoenix, AZ. That's extremely inefficient, building buildings, renovating buildings, especially renovating buildings that are full of customers, it's fraught with peril. But I would argue that almost everybody has pride in where they live, and really wants to live in a nice place. As a result as an industry we didn't have a lot of investment in doing it better, we had a product, system and people, etc., but we did see that that clientele was likely going to be changing coming out of the GFC. We are looking at other product types within housing. And it literally was sort of that silly like they met with one group who then pointed him to the next group with them lead the next group and after a couple of visits they realized that if we can get Darlas team to design these materials we just found the factories, we can go do this direct and cut out all the middlemen and a lot of the cost. It doesn't have to be brand new. Links. Need to file a complaint? 2849 N. Orchard . And so, it's a wildly competitive marketplace right now and you're seeing CAP rates continue to chink down and chink down. Since then, weve become a global, integrated multifamily investment, development, and management firm focused on delivering resident-centric, hospitality-driven apartment living experiences. Cortland is a product-to-people, multifamily real estate investment, development, and management company that in-sources most of its multifamily development, design, construction, renovation, management, and ownership functions - all with the goal of providing residents excellent, hospitality-driven living experiences. They execute Cortlands value-add and new build construction, in addition to offering their expertise beyond Cortland. It's less about buying them or renovating them, building them from that standpoint is really on the operation side. Like one or two percent of the total supply. I look forward to speaking with you! And then, all of those calls come into a central location. Willy Walker: One of the things that you talked about standardization in the sense of the experience from a client standpoint. Great leadership, innovation, and corporate culture. Email this Business. Over the last three years we've closed on 4% of the assets we've underwritten but, at the end of the day, if we take the learnings we're having through in our existing portfolio in each of these markets and the learnings we get from the 96% of the assets that we lose on, but we underwrote and got all the data from, and then maintain all of that in a dynamic database. Willy Walker: And is that, given the supply chain issues going on today are those relationships and controlling that process a competitive advantage right now at this time in the cycle, given the pandemic and how backed up supply chains are? 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 But is it fundamental to your business strategy to gain those economies of scale in a given city? Say yes to a career you love. The deal pushes Cortland's portfolio of owned and managed apartments to more than 60,000 nationwide and makes it the largest apartment owner in DFW, the company said. Much of the companys systematizing is preventative maintenance, but Steven and his colleagues also realized years ago that, while not everyone can afford a very expensive home, nearly everyone has pride in where they live. 10 free leads on us . 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. As you sit there and think about the next 10 years, what's more important to you; continuing to build on the capital formation side or continue to stick at, it's day-to-day operations and the blocking and tackling that actually brings the capital? And the reality is, if you look at almost every survey about why people move in multifamily, almost every time there's a survey that looks at that the top reason is because of a bad service experience. When you go stay at a Marriott versus a Hyatt or whatever else. Cortland Legacy is a short distance from incredible shopping, dynamic entertainment and several outstanding sporting venues. I personally would not live there. A good example, we decided about five years or so ago we decided to let everybody know who worked on site, every community manager and service manager, that there is no amount of money that they are not licensed to spend to make a customer happy. Contact Us GET IN TOUCH WITH GREYSTAR We're pleased you're interested in reaching out to us. 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. More > Healthcare & Supportive Services Email Formats. 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. staff definitely needs a to be looked at thoroughly. So those two things kind of had to come together to create that better client experience. 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. Therere expectations from our consumer and our customers that are more and more unique, so we need more specialized human capital. Cortland Corporate Headquarters and Office Locations. During the economic downturn in 2008, we decided to shift our focus from developing communities to acquiring and renovating existing multifamily communities all with a vision to challenge the conventions of the traditional multifamily industry through better living spaces and experiences. Willy Walker: And in most of your markets Steven, you are a top five owner. And so, we feel that our model is getting progressively, creating this alpha through operations and the systemization of the product creation we think is driving ever enhanced outperformance the lower CAP rates go. 0:48 - Willy previews episodes to come. 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. Then you have a much lower failure rate and then a better system of maintaining that product so you know when you have something that's been repaired three times for the same problem you're probably going to have an issue. We are probably a 50 some odd people on the investment team, and they are spread out across the markets where we are operating in the US. 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. Cortland was founded in 2005 with a focus on multifamily development in Atlanta. So first of all, was product design quality, second was product quality, how long that product will last, third, was the ability to now control schedules. Overview. 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 was all these things moving around in the market or cross current in the market that we felt might have an impact on the multifamily industry. 346-206-1014. Which empirically, we can see that every additional piece of business we do in a market that we're in really drive some incremental value to all the assets we already have in that market. 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. There are plenty of people in the multifamily industry who say brands make a difference in hospitality. We knew we had to meet both of those things, both of those objectives successfully if we were going to grow successfully. Cortland has processes in place to provide a high level of standardization across its business; this allows, for instance, residents to count on a certain standard of fit and finish across properties, and property managers to easily transfer between locations. 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. See All 79 interviews. Cortland Apartments. Those learnings really were helpful because there were times over the last 10 years where we would have 10 or 15 pretty major development or renovation projects and these renovations where 20, 30, 40 thousand dollars a unit. We did it because that was the capital that was available. So, clay and a wonderful gentleman on his team named Walter Hudson got on a plane and flew to China to find our missing cabinets and counters at the time. They're better in the teens, they're really, really good when they hit single digit returns, because the alpha we're creating is somewhat consistent regardless. Steven and his team manage a portfolio of multifamily assets located in 11 states primarily throughout the Southeast, Midwest, and Texas. Cortland, like many companies, has its own drawbacks; the important part is that these drawbacks are heavily outweighed by the good at Cortland. I have strong belief that if we continue to perform for the capital, they're going to find us. Talk about the move to vertically integrate and going and making partnerships with the OEMs over in China that allowed you to standardize product and cut your costs dramatically. To wrap up the conversation, he and Willy talk about the best and worst of leading the company now versus earlier in its life. Contact Information. Allen, TX 75013-5259. You can live in an apartment, or you can live at Cortland. Please select one of the markets below to refine your search. The first part of your question is what did we see in the broader market that gave rise to an opportunity? Cortland's team is comprised of people committed to challenging the standards of conventional apartment living. We offer positions as builders, designers, engineers, analysts, experience curators, and everything in between. 42:08 - Willy and Steven talk about the market now and Cortlands strategy. 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. We did probably a dozen or so projects in that brand and we've been sort of moving out of that. 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. But thankfully there's so much opportunity, as you know, within multifamily in the markets we're in. Cortland contact info: Phone number: (404) 965-3988 Website: www.cortland.com What does Cortland do? Our Company Our Company Our Story . Steven DeFrancis: We do have a great capital team, Ned, you mentioned Chris Lennon. So, we just said okay, well we've done a lot of other things ourselves, we'll figure this one out too. This is an overview of the Cortland Dallas campus or office location. So, we decided let's do this research and figure out where the markets going and that our significantly downsize point at that time, how might Cortland participate in whatever this recovery might look like? Since then, weve become a global, integrated multifamily investment, development, and management firm focused on delivering resident-centric, hospitality-driven apartment living experiences. 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. Find Related Places. Find company research, competitor information, contact details & financial data for Cortland Partners, LLC of Atlanta, GA. Get the latest business insights from Dun & Bradstreet. Where others see a square foot, we see a story. As it drug on and we got into the middle of 2009 and we had been playing defense for two years, at that point, we decided to do a pretty significant research project to try to, the goal was to try to determine where the market was going. 2824 N. Orchard. 1160 Johnson Ferry Rd NE. International Association of Better Business Bureaus. But talk about two pieces of the equation as it relates to what it is to be on the team at Cortland. Choose the option that best fits your needs below and then let us know how we can help. There are one million things a day that can go wrong and generally, most of them will. Or as you get bigger and bigger do you have the ability to sort of centrally manage everything and be able to have one or two assets in a given market and just be happy that you're in, Ill just pick a market, Charlotte, North Carolina with one or two assets, even though you might not be a top five owner in Charlotte? 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. The Residence Life and Housing Office at SUNY Cortland is committed to providing safe, civil, and vibrant living communities in support of our academic mission. We believe that fostering sharing and inclusion of all ideas, lived experiences, and world views in the residential community can provide transformative learning experiences for our . Get a great Cortland, NY rental on Apartments.com! Office Closed After-Hours Maintenance Emergencies: Available 365 days of the year at (708) 452-4242, Option 3 . (36) Military Housing (0) Corporate Housing (0) Move-In Date More Save Search Sort Beds. Cortland Glenridge. 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, I won't say we won't ever do something different, but we're not looking at something today. Apartment Services. I continue to receive emails and texts about my discussion with James Kerr author of Legacy from two weeks ago. So, a lot of the system and work we're doing around is preventative maintenance and systemizing all of that process to keep that stuff from happening. University of Georgias Terry College of Business, Atlanta Neighborhood Development Partnership, National Multifamily Housing Council top 50 owner and manager, 7501 Wisconsin Avenue, Suite 1200E, Bethesda, Maryland 20814. Anyway, two things came out of that; one was just the sheer volume of under supply that we were going to be met with when the economy recovered or began to recover. Not everybody can afford to move into a brand-new high-rise apartment. At Cortland, you'll feel empowered to define your career path, take on new challenges, and make a difference. Steven DeFrancis: But, sometimes it's good to have more ambition and brains. Cortland at the Hill. 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. That allows us to underwrite a huge volume of potential opportunities, it's really inefficient. Back when we got started really doing this heavy value add, no investor wanted to do it. Cortland County is a great place to live. 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. Copyright 2017-2020 Walker & Dunlop, Inc. Im assuming you had to get market returns for your LPs, but your GP return dragged as you were investing in the business. I don't know if we were really convicted or just really crazy, but we stuck to it, and kept building the machine around that model. We get an enormous amount of people who move from one city to the next and just call in straight through the office to find out what's available if they're moving from Atlanta to Dallas or Phoenix to Florida. Steven earned his bachelor's degree in real estate from University of Georgia, Terry College of Business. Because it gives us less volatility on the outcome of the return. The really important thing that was cut out was the volatility of delivery and timing and product quality. So, instead of calling in the more traditional model where if you're looking for an apartment in Denver and you call one of our locations in Denver, if they can't help you, which is fairly likely, because all the properties sit at 95% occupied. Our Offices +1 (888) 525-8488 cortland@cortlandcompany.com USA Anacortes, WA 1012 Second Street Anacortes WA 98221 +1 (360) 293-8488 USA Houston, TX 10633 West Airport Blvd Ste 300 Stafford TX 77477 +1 (832) 833-8000 EU The Netherlands Galvanistraat 115 6716 AE Ede The Netherlands +31 682 101 602 BBB Business Profiles may not be reproduced for sales or promotional purposes. But we do believe that all the value we bring to the table to create alpha is good if returns are in the 20s. Well guide you through the process. Willy Walker: As you think back over the last decade, take yourself back to 2010, the amount of scale that you've created, which is the along with scale success, the decisions you get to make today are very different decisions you made a decade ago. Cons. 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. 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. Thu: 9am - 5pm. At that point coming out of the downturn, you are looking at between the 01 recession, the focus on the single family and then the GFC you are looking at over a decade of under development of multifamily. 2404-14 W. Cortland. Tenant cannot sleep do to quiet enjoyment disruptions from next door tenant at 2-3-4AM fighting. My team is showing your team, your team has underwritten, I think Altman said to me in the last three years, the acquisitions team at Cortland is underwritten something over 2,500 assets. Weve created the capital structure and built the infrastructure to where now we're not relying on all these external parties for every project. It's just not something people want to deal with, but it's necessary. Top us brand by reputation.com path, take on new challenges, and make a difference Dallas, TX 78748-1692... 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