I was trying to make some room on a bookshelf the other day when I came across my copy of Jonathan Rose’s 2016 book, The Well-Tempered City. In it, Rose presents a compelling vision of urban environments as interconnected systems that thrive when designed for coherence, resilience, and sustainability. As I leafed through the book, it occurred to me that while Rose applies these ideas to cities, the same principles can be applied to residential property management teams—because a well-run apartment community is, in many ways, a micro-city.
To ensure a “well-tempered” residential community, selecting the right property management team members is just as critical as good urban planning. As someone who has built selection tests for the property management industry, I understand the importance of finding the right people for these teams. Let’s explore how Rose’s five qualities of a well-tempered city—Coherence, Circularity, Resilience, Community, and Compassion—apply to hiring property managers, maintenance managers, maintenance technicians, leasing agents, and community managers.
1. Coherence: Hiring for Alignment and Integration
A well-run property functions like a well-integrated system—operations, maintenance, leasing, and resident relations must work together seamlessly.
Hiring tip: Look for candidates who demonstrate strong cross-functional collaboration skills. A maintenance manager who understands leasing priorities or a leasing agent who communicates well with the maintenance staff fosters operational harmony.
2. Circularity: Hiring for Sustainable Thinking
Great property managers don’t just put out fires—they think about long-term sustainability in both finances and physical infrastructure.
Hiring tip: Seek candidates who optimize resources—a maintenance tech who proactively extends equipment life or a property manager who manages budgets strategically to prevent deferred maintenance.
3. Resilience: Hiring for Adaptability and Problem-Solving
Residential properties face challenges, from emergency repairs to economic downturns. The best employees are resilient under pressure.
Hiring tip: During interviews, ask for real-world problem-solving examples. How did they handle an unexpected crisis, an angry resident, or a last-minute leasing issue? Candidates with strong adaptability and crisis management skills will help maintain property stability.
4. Community: Hiring for Relationship-Building
A property is not just a set of buildings—it’s a community. Employees must balance professionalism with personal connection to create a positive living environment.
Hiring tip: Look for people with high emotional intelligence (EQ)—a leasing agent who builds rapport with residents or a community manager who fosters tenant engagement will contribute to a stronger sense of belonging.
5. Compassion: Hiring for Human-Centered Decision-Making
Cities, like properties, thrive when policies and actions consider the well-being of all stakeholders—owners, employees, and residents.
Hiring tip: The best property managers and leasing staff show compassionate leadership. They enforce policies while also understanding resident struggles, such as rent issues or maintenance needs. Employees with empathy create a more supportive and stable community.
Final Thought: A Well-Tempered Hiring Strategy for a Well-Tempered Community
Jonathan Rose’s belief that successful urban design relies on key qualities can be applied on a smaller scale. Just as cities need thoughtful planning, residential properties need thoughtful hiring. By selecting employees who embody coherence, circularity, resilience, community, and compassion, you’re not just filling roles—you’re building a harmonized, thriving residential environment.
Article Contributed by Gary Kustis, Ph.D.
