Residents are sometimes quick to post negative reviews on apartment rating sites, but don’t always take the time to write positive reviews. However, there is a solution to this. MHN talks to Bruce Keene, president of management services of Tampa, Fla.-based Franklin Street, a Yardi client, about some trends he is seeing in property management, such as how to get positive reviews on ratings sites. MHN: Tell me about Franklin Street. Keene: Franklin Street is a real estate services company. We provide a myriad of services not only to the apartment investor, but also to the retail sector. The company itself has four divisions: one of them is the property management division, which manages both multifamily and retail, one division is the investment/sales division, which is the brokerage division, there’s a capital advisors division, which finds debt and equity for investors, and we also have a property and casualty insurance company that provides that service to property investors. So it’s a one-stop shop for the real estate investor. Currently we manage about 4,000 apartment units and about 5 million square feet of retail. MHN: What are some multifamily property management trends that you’re seeing in Tampa? Keene: Since the economy has improved and the apartment market in general has improved, I think that everyone is more focused on fine-tuning the operations for maximum performance. We’re not fighting concessions anymore, we’re not fighting for rents anymore, and we’re not fighting occupancy issues anymore. Especially in our markets, concessions are gone, occupancies are up and it’s time to focus on customers and maximizing efficiency in the processes we use. There’s one trend in particular that’s interesting that I’ve been looking into and we’ve began to use, and that’s a focus on certain technologies that will improve...