Wednesday, January 27, 2010

Why customer service matters

Why customer service matters

I had dinner the other night with friends that own a very successful Manhattan restaurant and we spent some time comparing our respective business models.  As most readers know, I see the restaurant model as one of the highest customer driven systems.  The food has to be decent, but the success or failure of a restaurant comes down to how the customer is treated.  One of the things I was most impressed with at my friend's restaurant was his ability to recall every regular customers name, their favorite food/drink and even some personal interests (family, etc).   Guess that is one reason he has customers willing to spend $100 for dinner 3-4 times a week.

I have even had some really bad meals that have turned out great because of a proactive service model.  Everyone makes mistakes, but great companies rebound from those mistakes and make the experience better.

My best personal example is dinner at The Modern Restaurant in mid-December a few years ago for my wife's birthday.  The restaurant was packed with large holiday parties and our table for two took over an hour past the reservation time. When we were finally seated in what was the worst location in the restaurant.  Our waiter noticed our dissatisfaction (here is one key element of a great restaurant - training the wait staff to tell the difference between a happy or upset customer). A few minutes later when tables emptied up, we were relocated and given another round of drinks on the house.  When it was time to order dessert it was on the house and when the bill was given to us the appetizers were also comped.  Danny Meyer is one of the greatest restaurants in New York and it's not because his is infallible it's because he has systems in place to rebound. 

At Signature Community, like any other apartment manager we make mistakes. It happens.  The difference is that we work at our rebounds to make sure we can fix our problems quickly (24 hr guaranty) or just simply acknowledge the problem (good resident communications).  It's the rebound that keeps our residents happy at our communities. That's why our renewal rates in 2009 were almost 70% and we receive a huge number of referrals from existing residents for friends to move into our communities. 

Thanks for making it happen at Signature Community.

Nick

 

Wednesday, January 20, 2010

Point of Debate: Commercial-Property Bottom

http://online.wsj.com/article/SB20001424052748704561004575013353471016316.html?mod=WSJ_HomeAndGarden_sections_Commercial

While the pace of commercial real-estate sales remains anemic, a few real-estate experts are saying prices have stabilized and are even, in some cases, rising from their lows of the recession.

Backers of this theory point to the loosening in the public capital markets, which has allowed dozens of real-estate investment trusts to raise debt and equity financing to fix up their balance sheets. The bulls also say investors who had been sitting on the sidelines are becoming more active, especially foreign buyers like HSBC Alternative Investments Ltd., which is buying 1625 I St. in Washington in a deal that values the office building at a respectable $203.4 million.

But one major index shows values continuing to decline as of late last year. Market bears note that with unemployment high and rents and occupancies continuing to fall nationwide, values also have further to drop. Both sides agree that any real-estate recovery would be imperiled if interest rates rise significantly.

The differing opinions and cross-currents are a reflection of the moribund commercial real-estate market in which there are huge questions about the critical issue of property values because so few properties sold last year. Last year, there were only $54.4 billion in transactions, compared with $181.6 billion in 2008 and $557.8 billion in 2007, according to Real Capital Analytics.

Calling a recovery can be tricky. More than two years into the housing crisis, experts are still debating whether that market has hit bottom, despite signs of price improvement in some parts of the country.

Commercial-real-estate values bottomed last May, according to a new commercial-property-price index designed by Newport Beach, Calif.-based Green Street Advisors. The index, which is based on estimates of current REIT asset values and not actual transaction data, shows values are down roughly a third from peak pricing in August 2007, but are up 9% from a May trough.

"If you asked anyone what would a property have traded for today versus what it would have traded for six months ago, the answer is clearly more today," said Mike Kirby, Green Street's founder.

But according to CBRE Econometrics Advisors, a research firm that relies on the NCREIF value index, prices have declined roughly 30% from their peak in the fourth quarter of 2007, but even though the speed of decline is slowing, they still have further to fall. NCREIF will release its fourth-quarter data next week.

"We forecast that we're about two-thirds of the way through," says Serguei Chervachidze, a capital markets economist for CBRE-EA. The company believes that the value of office buildings will fall about 41% from its peak before recovering, industrial by more than half, retail will fall by about 30%, while multifamily-property prices will fall 40%,

Some investors believe that a survey-based price gauge gives a more real-time picture of the market, whereas transaction-based indexes lag behind the current market by as much as six months—the time it takes for a handshake deal to close and enter property records. Others say that actual sales data is the only way investors can have confidence in pricing.

"The matter of rising property values is really theoretical at this point," said Anthony Paolone, a REIT analyst with J.P. Morgan Chase & Co. "The transaction volume is so minuscule, you don't have a good sense of how assets would trade."

Stabilization in property values would be a huge relief to the commercial-real-estate market because it raises hopes that investors may start putting money into the sector again.

To be sure, even if property prices have stopped tumbling, a vast number of commercial buildings will remain underwater, which means their loans are worth less than the property's value. That debt totals hundreds of billions of dollars and sits like a time bomb on bank balance sheets and in commercial-mortgage-backed securities held by institutional investors.

Even bullish experts say that not all property types are showing resilience. The stabilization applies to only the top quartile of properties—fully leased buildings with steady rental income located in established markets. Such properties are often held by real-estate investment trusts, one reason that REIT stocks have surged 93% since their March 2009 lows. Meanwhile, projects under construction, buildings with lots of empty space or developments in emerging areas, are less likely to benefit from renewed investor confidence.

"[In general] I wouldn't say there's been any improvement in pricing for a property that isn't top-tier," said Robert M. White Jr., president and founder of Real Capital.


Monday, January 18, 2010

25 Hour Days

25 Hour Days

Wouldn't it be great to have an extra hour a day?  Just think, you could spend another hour with the kids, go fishing, skiing, read a book, see a movie.  Here is how I created my 25 hour day.

 

Every year around New Years day, I take time to re-arrange my schedule in an effort to find an additional 7 hours in my week.  Below is a list of ideas that have worked in the past. Additionally since I am training to do a double Ironman this year, I needed to figure out how to get an additional 10 hours a week to train, so I found a solution.  Every week I have a set time to spend with my direct reports on a one-on-one basis, now our one-on-ones are spent running in the park.  I have only been doing it for a week now but it is working great.  We bring along an IPod to record any notes.  Since the run is a blackberry free zone, I think the meetings are much more focused.  

 

Here are some ideas I have used in the past:

 

1. Read a time management book:  

  http://www.amazon.com/Getting-Things-Done-Stress-Free-Productivity/dp/0142000280/ref=sr_1_6?ie=UTF8&s=books&qid=1262184786&sr=8-6 . It takes about an hour to read and I can guarantee you that you will find ideas that increase your productivity by that much. 


2. Have someone (computer person) fix optimize your computer.  Slow start ups, hard time finding files, old versions of programs all waste time.

 

3. Use Google; This is a company run by a bunch of smart people who's goal it is to make life simpler for others. Some of my favorites are:

    Google alerts - Helps me keep track of everything I care to know about.  I have alerts set for companies, markets and people I need to hear about (Google Fast flip -  read magazines/newspapers faster)

    Google Reader - RSS news feed 

    Google voice- takes my voice mail from my Cell phone and converts to text and emails to me.  (this alone saves my assistant 7 hrs a week)

    Google - 411 - download to cell phone/blackberry -  this beats calling 411 on your phone and its free.  

    Google apps on blackberry -   maps with GPS, mail for full search ability.

    Google Translate - send it a document in English and it will translate into any language -  and it works great.

    For a full list check out -- http://www.google.com/intl/en/options/

 

4. Remember Jim Fannin?  His weekly big rock check is a great way to prioritize and it only takes 30 mins a week. Below is a link to his book:

http://www.amazon.com/S-C-O-R-E-Life-Formula-Thinking-Champion/dp/0060823259/ref=sr_1_1?ie=UTF8&s=books&qid=1262185040&sr=1-1

The premise is real simple though.  Take out a piece of paper and draw 7 big circles (rocks) label each of them with your big priorities:  family, health, personal life, work, employees, etc, etc. Take the paper and put it on the floor.  Stare at each circle and make a few notes of your weekly goal in each category.  Keep the list handy all week.

 

5. Look at your calendar and delegate one or two calls/ meetings to one of your reports.  This is a great way to grow the organization.


6. Have a meeting with your reports and ask them if there is anything they see you do that they would like to start doing for you.  You will be surprised with the answers and the ability out there.


7. Speak up - If you think there are things we do that don't make sense or are a waste of your time tell someone and always give an alternate plan.


8. Get training -   for years I have worked with trainers to help make me better in certain areas.  this can be anything from computer training, management, speech skills,  time management,  goal setting, executive  coaching, etc, etc.


9. Personal fitness - As an Ironman I am obviously a big believer in this.  Fitness doesn't mean running 50 miles it can mean walking around the block a few times each morning.  My morning runs are some of my most productive times of the day. You will be surprised how much more energy you have in your days after exercising. 


10. Be mobile – Nowadays everyone has a cell phone and since most of our meetings are on the phone it doesn't really matter where you are most of the time.  Don't rush to the office to get on a conf call.  Stay home (maybe get your workout in) then get on the call from home. We live in a 24 hr society now but it works both ways so if you need time during the day to get something family related done then do it.


11. Find a quiet place- I can't emphasize this enough.  If you need time to concentrate find a place where you are not going to be interrupted 100 times.  This also goes for weekly meetings with your direct reports find a way to close out the outside world.  Don't answer calls and emails when you are in your meetings with them; if you have to, leave the office.   I had a problem paying attention on conf calls when I was in front of my computer so I started walking in the park during calls.  I am much more alert because I eliminated distractions.

 

Hope this helped and please share your success stories and other ideas.

 

Thanks for making it happen!

Nick

 

Saturday, January 16, 2010

Fwd: Concrete Thoughts

This is a good article that explains why I don't expect a quick turnaround in real estate values.  It does point to opportunites available for many years coming. 

Nickolas W Jekogian
Signature Community
aSignatureCommunity.com
917 763 3500

---------- Forwarded message ----------
From: "Knakal, Robert" <rknakal@masseyknakal.com>
Date: Jan 15, 2010 8:14 PM
Subject: Concrete Thoughts
To: <jekogian@nwjcompanies.com>

Hi Nickolas,

 

I am not sure if you see my Commercial Observer column, "Concrete Thoughts", each week but I thought this week's article on distressed assets might be of particular interest to you. The article is below. If there is anything I can do for you, please don't hesitate to call. Best regards, Bob

 

 

That Distressed Assets Wave?

Hasn't arrived and may never--but a steady flow has clearly begun

 

It is said that history repeats itself. However, when it comes to distressed commercial real estate assets, that saying needs to be modified by adding "but in different ways".

 

The NYC building sales market started to feel the effects of the credit crisis tangibly in the summer of 2007. From that time through the fall of 2008, it was tempting to believe that maybe things wouldn't be so bad. However, with the collapse of Lehman Brothers and the fundamental restructuring of Wall Street as we knew it in October of 2008, it became clear that the economic condition of the country was significantly worse than we anticipated.

 

As it became clear that we were headed into very choppy waters, many people in the industry, including myself, had predicted a tsunami of distressed assets coming to market. This dynamic has not played out as little has happened in the two and a half years since our awareness grew about the pending problems with commercial real estate.

 

Notwithstanding this fact, current economic conditions have certainly created profound stresses in the marketplace. During the asset bubble-inflating years of 2005 into 2007, there were $109 billion of investment sales completed in New York City. Based upon reductions in property values, and the loan-to-value ratios that existed during those years, we estimate that about $80 billion of that activity, or roughly 6,000 properties, have negative equity positions. This means that the amount of the mortgage is in excess of today's value.

 

Adding to this properties that were refinanced during that same period, we estimate that there are approximately 15,000 properties in New York City which are in a negative equity position.

 

We further estimate that these properties have approximately $165 billion in debt and that, if these properties were underwritten using today's standards, a conservatively leveraged market would only have about $65 billion in debt on those properties. This $100 billion of excess leverage is what is creating distress in the marketplace.

 

It is unreasonable to think that the entire $100 billion of leverage will be extracted from the marketplace due to the fact that several owners have additional sources of income that can support properties which are in a negative cash flow position. If these owners want to own the assets on a long-term basis, they will continue to feed the property. There will also be a substantial percentage of these properties that will simply be worked out between the borrower and the lender.

 

We do, however, anticipate that by the time we exit this cycle, $30 to $40 billion of excess leverage will be extracted from the marketplace and that will occur in the form of recycled capital stacks, which will create losses.

 

 

Thus far in the cycle, very little of this activity has actually occurred, as everything that has happened legislatively has created a disincentive for lenders to deal with troubled assets embedded in their balance sheets.

 

Modifications to FASB's mark-to-market accounting guidelines, bank regulators allowing lenders to keep loans on their balance sheets at par even if the lender knows that the underlying collateral is worth only 50 percent of that value, and modifications to REMIC guidelines have created a path for banks, servicers and special servicers to do little to get recycling in motion in a substantive way.

 

Additionally, the Fed's highly accommodative monetary policy, where banks are able to borrow at close to zero and lend at significantly higher rates or, conversely, simply buy risk-free treasury bonds, puts the lenders in a position where they are highly profitable. This advantageous recapitalizing of the banking industry enables quarterly earnings to serve as ammunition to offset losses.

 

For these reasons, there has been very little activity in the commercial real estate distressed arena up to this point. This has caused significant frustration on behalf of buyers looking to acquire these assets. In fact, the low supply of available assets has prompted bidding wars for those few distressed assets that have come on the market.

 

We have, however, recently seen a shifting tide of late. Rather than a tsunami of distressed assets coming to market, we believe that this distressed asset recycling process will consist of slow rolling waves over time. They will be created by several factors, including interest reserve burn off, expiration of interest-only periods, conversion of floating-rate provisions to fixed-rate, and, most importantly, mortgage maturity.

 

In the distressed asset area, properties that are most significantly strangled by excess leverage are those with 2006 and 2007 vintage debt. Most of these loans will mature in 2011 and 2012, creating distressed conditions over the next two to three years.

 

Other advantageous loan terms, which were common during the bubble years, are often creating land mines in capital stacks.

 

Interest reserve provisions were typically a component of proforma transaction loans that were relying on significant value-added strategies to increase net operating income. As real estate fundamentals have degraded over time, these proforma increases have been unobtainable, creating interest reserve burn-offs without cash flow levels to service the debt.

 

Many loans had interest-only periods which were typically not for the entire duration of the loan. As amortization kicks in, the additional cost will typically push total debt service payments to a level in excess of net income.

 

Additionally, those loans which are floating over LIBOR, which opened Monday morning at 23 basis points, may be paying debt service at a rate below 2 percent. At such a low debt service rate, properties with negative equity may, in fact, still be cash flowing. However, when the rate is reset to a market rate of approximately 6 percent, net income falls far short of being able to service the debt.

 

These factors are starting to loosen up the congestion in the distressed asset pipeline. This has been particularly evident over the past two to three months.

 

Going back to mid-2008, Massey Knakal has completed in excess of 1,000 valuations for lenders, servicers and special servicers, giving them an idea of the value of the underlying collateral for their loans. From October 2008 thru October 2009, these valuations resulted in our being retained to sell only 12 distressed assets. Within the past three months, we have been retained to sell 32 distressed assets. This is a trend that many of my friends at other building sales firms have seen as well.

 

There are four factors that we believe are adding to the motivation of sellers to bring their distressed assets to the marketplace now.

 

First, the foreclosure process in New York is extremely long and cumbersome. Many lenders and servicers are based outside of New York; and, in almost every other jurisdiction in the country, the foreclosure process is much more streamlined than it is here. Going through the New York system, which is often complicated by bankruptcy filings both on personal and entity levels, can, at times, take two to three years.

 

As lenders become impatient with this process, decisions are made to monetize their assets now. This is particularly beneficial when realizing that, due to the short supply of availabilties, lenders are able to achieve pricing of 95 percent to 100 percent of collateral value for notes that are being sold.

 

Second, it is becoming clear that fundamentals will not improve dramatically in the short term. The unemployment rate remains elevated and job losses continue. Given the methodology for calculating the unemployment rate, it is predicted by many economists that the official rate will stay elevated even after job creation occurs, as the participation rate will continue to escalate.

 

Third, as lenders monetize toxic assets they are able to make new loans which are highly profitable and less risky. Bank spreads, or profitability, two years ago was as small as 30 or 40 basis points based on the competitive marketplace to deploy debt capital. Today, those spreads can be 300 or 400 points over treasuries, creating a situation where each dollar lent is 10 times as profitable as it was two years ago. Moreover, these loans are made with less risk as the amount of the loan is 60 to 65 percent of today's lower value, as opposed to 75 to 85 percent of yesterday's inflated value.

 

Fourth, it is becoming clear that at some point the Fed will have to sequence an exit from the marketplace and, regardless of the method used, it will have a negative impact on commercial real estate. As discussed in last week's "Concrete Thoughts" column, there are four routes the Fed's exit could take: terminating assets purchases (which is a program that consists of mainly buying mortgage backed securities and is expected to cease in March of this year); draining excess bank reserves in the form of a reverse repos and/or term deposit facilities; raising the federal funds rate in tandem with increasing interest rates on reserves or; selling assets outright.

 

Numbers one, three and four above will have the effect of raising interest rates, which will put pressure on lenders to either compress their spreads or pass along the increases in the form of higher mortgage rates for borrowers. It is very likely that a small percentage of these increases will be absorbed in the form of compressed spreads, while the balance will result in higher mortgage rates.

 

The second Fed option, the draining of excess bank reserves, will serve to limit the pool of capital available to be deployed in the form of mortgages. Any of these actions will have a negative impact on commercial real estate values; therefore, waiting to sell assets would appear to have a negative impact, at least in the short-term.

 

This growing trend is positive for our marketplace as the sooner natural bottoms are allowed to be achieved, the sooner a sustainable rebound can grow. While the huge wave of distressed assets we were all anticipating has not resulted, it does appear that a slow and steady flow of these assets has begun which should continue over an extended period of time.

 

This will not only create steady opportunities for buyers and brokers but, importantly, will lead to a more fundamentally sound market.

 


Robert Knakal
Chairman | Massey Knakal Realty Services
275 Madison Avenue | 3rd Floor | New York, NY 10016
Tel: 212.696.2500 x 7777 | Fax: 212.696.0333
rknakal@masseyknakal.com

www.masseyknakal.com
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Friday, January 1, 2010

First Sunrise of 2010

Happy New Year.

Below are some of my better finds in 2009 and plans for 2010.


Internet time killer (w/ value) - TED conferences - ted.org
My favorites: Daniel Pink, geoff Mulgan, steve jobs, kenichi ebina, aimee Mullins.

Business theme - Change - the overwhelming theme from 2009 that will continue at our company into the future. We realized that if the company does not change faster than outside forces then it will cease to exist.

most positive idea - Jim fannin - sports/business Psychologist. Jimfannin.com - Brought a positive outlook to me and my team.

Check out my blog weekly - www.nwjceommm.blogspot.com - weekly commentary on real estate, Customer service and business.

New company name - Signature Community. NWJ companies failed to symbolize the energy so many put into making our company great. Check out our website Asignaturecommunity.com.

Best idea of the year - 10am and 6pm business huddles - 20 mins for everyone to talk about what's happening.

Favorite quote - Never waste a good recession.

Recession savings tip - Homeexchange.com - trade homes for vacations with others around the world. Great savings and an interesting way to travel with the family.

Personal fitness goal for 2010- completing a double Ironman (280 mile swim/ bike/run) in under 30 hours.

Business goal 2010 - Expand the Signature Community brand through both Acquisitions and the addition of Third party management.

I want to thank the entire Signature Community team for helping us survive 2009 and putting us in a position to thrive in 2010.

Wishing everyone a Healthy and Happy New Year.

Nick Jekogian


Sent from my Verizon Wireless BlackBerry