So, it's really two pieces; it's maintaining that ability to be the best to your customer, but also the ability to create the infrastructure to process a lot of throughput, and whether it's development or acquisitions or value add renovations, the whole process of creating product before you then manage and operate the product. 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? How can we help you? 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. It must be really fun these days to sit down with LPs who are basically throwing money at you. Our Company Our Company Our Story . 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. Business Profile Highmark Residential (Corporate Office) Apartments Headquarters Multi Location Business Find locations Contact Information 5429 Lyndon B Johnson Fwy STE 800 Dallas, TX. Monthly Rent. BBB Business Profiles may not be reproduced for sales or promotional purposes. Weve created the capital structure and built the infrastructure to where now we're not relying on all these external parties for every project. 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. So, it was a combination of having product on hand, rushing product into manufacturer soon as the plants reopened in Asia. Most of the places where Ive made mistakes are when I tried to do something that wasn't housing. There are, of course, opportunities that Cortland could take to move into other asset classes within multifamily housing, or even different commercial real estate classes. Please select one of the markets below to refine your search. Nearby Apartments. 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. 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. 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. 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. Please fill out the form under the Residents tab or call our Resident Services team. Im assuming you had to get market returns for your LPs, but your GP return dragged as you were investing in the business. We learned five or six years ago, we sort of realized that we weren't seeing the same passion, if you will, in our maintenance and facilities teams as we were seeing on the other, the leasing and operations side of the house. Steven DeFrancis: I will never say Id rather leave here to go there, but I do miss the closeness. Cortland Engaged Employer Overview 569 Reviews 120 Jobs 913 Salaries 80 Interviews 179 Benefits 91 Photos 164 Diversity + Add a Review Updated Feb 23, 2023 Find Reviews Clear All English Filter Found 548 of over 569 reviews Sort Popular Popular COVID-19 Related Highest Rating Lowest Rating Most Recent Oldest First 3.7 68 % It allows us to be so much smarter when we're underwriting new opportunities which, at the end of the day, works for the benefit of our investors. Listings. 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. 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. 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. 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? But I would argue that almost everybody has pride in where they live, and really wants to live in a nice place. The vision also prompted a focus on brand. Then all the investment you put into that lead, your associate is like well, thank you very much for your interest, but we cant help you and call us next year when you need an apartment again. Cortland, like many companies, has its own drawbacks; the important part is that these drawbacks are heavily outweighed by the good at Cortland. 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. 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. That was a bit of a change for us, and I think a lot of folks in multifamily over this cycle. (36) Military Housing (0) Corporate Housing (0) Move-In Date More Save Search Sort Beds. 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. BBB reports on known marketplace practices. Cortland is a great company though the staff is at is worst iv witnessed racial slurs derogatory comments about residents they fine them for smoking when they vape in the office and smoke on property knowingly its a no smoking property. Addison, TX. We are Bainbridge We manage, develop, and invest in apartment communities that are complete experiences, where people are free to pursue better lives. 10 free leads on us . A lot of effort on the front end around considering talent before bringing them in and then a lot of focus on supporting our talent once they're here. One of the things we knew early on, if we were going to be best in class at creating a living experience and customer delight, what we had to do first was make this a best place to work. It doesn't have to be brand new. Steven DeFrancis: Well, Ill tell you how it started. BBB Business Profiles are subject to change at any time. Through our integrated business model, our enterprising team, and our commitment to placing the resident at the center of our decisions, were aiming to set a new experience standard for the apartment industry one community at a time. Email Formats. Forms. Willy Walker: You talked about brand and the customer experience. 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. 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? Historically in our business, groups would generally try to outsource as much of the business as possible. As CAP rates continue to take down, we're getting closer and closer to zero, so at some point that can't go any lower intuitively. 3.7 (114 reviews) Verified Listing. Customer Reviews are not used in the calculation of BBB Rating. Headquartered in Atlanta,we own and manage apartment communities across the US with regional offices in Charlotte, Dallas, Denver, Greenwich, Houston, and Orlando. Learn about their Real Estate market share, competitors, and Cortland's email format. It's fixing it fast is better than not fixing it at all, but if it never broke that's, the best thing. Once you got the team right was the first piece, and then the next piece we're starting to standardize training process. Willy Walker: If you're only successful, and by only, it's a very relative term, on 4% of the deals that you underwrite. On the recruiting side we begin early in the cycle building a process around testing the applicants that we were hiring, such as, personality profiling, intellect testing to try to build a team of high performing individuals. But talk about two pieces of the equation as it relates to what it is to be on the team at Cortland. Answer Question. 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? 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. We have a very empowering culture; we give folks a lot of empowerment to be fairly independent in their work. Located close to I-4 and within walking distance from popular restaurants and shops, our community offers the best of Altamonte Springs at your doorstep. It's less about buying them or renovating them, building them from that standpoint is really on the operation side. But we felt that there was an enormous opportunity that we could capitalize on if we really pivoted the whole business to focus on our customer as the true client. 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. Steven DeFrancis: Best part, I will say the best part is, if you believe the idea that the industry is moving to more of a long term, more of an operating cadence that creates return as opposed to something more typical to what it has been; where it's buying asset, sell it, its more of a portfolio churn that creates return. Cortland Legacy | Dallas Area Corporate Housing Cortland Legacy 1 or 2 Bedroom Apartments 603 - 1689 SQ FT (approx.) Im gonna start the second piece and then go to the fit and finish piece. So to your point looking at all the ships on the board, we didn't make the ships move any faster, but at least we now had consistent information about when they were going to get to the port in LA or the port in Florida. Website. About Us. Cortland County is a great place to live. We spent about six months with four market study groups just studying different parts of the business. BBB Business Profiles generally cover a three-year reporting period. 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 The really important thing that was cut out was the volatility of delivery and timing and product quality. 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. Since then, weve become a global, integrated multifamily investment, development, and management firm focused on delivering resident-centric, hospitality-driven apartment living experiences. Tue: 9am - 5pm. Email this Business. 51:39 - Will Cortlands main focus going forward be service or capital? Is that correct? Competitors. It's just not something people want to deal with, but it's necessary. 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. Cabinets, counters, tile, light fixtures, plumbing fixtures, flooring rob hooks, doorknobs, peep holes, you name it. Photos. Through local inspiration and research, this team strategically composes resident-centric communities and intentionally creates spaces for an elevated experience. 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? 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. But we do believe that all the value we bring to the table to create alpha is good if returns are in the 20s. Featured Communities Florida AXIS Delray Beach Florida Bainbridge at Westshore Marina Florida Like most other groups in our industry, we went into the downturn, the great financial crisis and late 07, and we thought it would be fairly short lived. 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. So, talk about a kick to the pride; I couldn't even pay them to represent us. As the conversation gets underway, Willy looks back to the founding of Cortland as a small development firm focused locally on Atlanta, noting that the company shifted its approach during the financial crisis of the 2000s. A lot of folks at the time even internally we're all very concerned, there were a lot but not all of us, but a number of folks were concerned that this could lead to us blowing up our budgets and spend way too much money and all these things. Fri: 9am - 5pm. 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. . Frankly, historically, most people in the C suite of these businesses deign to get that operational stuff on their shoe. To wrap up the conversation, he and Willy talk about the best and worst of leading the company now versus earlier in its life. Get a great Cortland, NY rental on Apartments.com! And then, all of those calls come into a central location. Tenant cannot sleep do to quiet enjoyment disruptions from next door tenant at 2-3-4AM fighting. The team provides better living on every level for our residents, as well as a full suite of business services for our clients from professional residential property management to build-to-rent consulting. 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. 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. We offer positions as builders, designers, engineers, analysts, experience curators, and everything in between. What did Steven and his colleagues see, Willy wonders, that led to the shift? But a lot of people at that time may have seen the demographic shifts coming, thought that the demographics behind multifamily were really strong, but didn't take the component parts that you just talked about as it relates to a focus on the customer experience. To everyone who listened in today, I hope you enjoyed our discussion and I look forward to seeing everyone back next Wednesday on another version of the Walker Webcast. 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. 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 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. 28:46 - Cortland maintains a high level of standardization. But the reality was they were going to demand a lot more from a level of service and experience that we had been used to providing in the multifamily industry. You've got a number of open-end funds so you're raising a lot of capital. 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. So, we raised most of that capital in a preferred structure and we looked like geniuses at the end because the market went up so much, but we certainly didn't do it because we were smart. 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. You've also standardized a lot as it relates to the if you will fit and finish of a Cortland property. 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. As you know, Willy, from your business you've done a great job with this. 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. Looking for furniture for your home office? 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. 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. 4:42 - What led Cortland to shift? The other piece is just in SEO and online through branding as I mentioned earlier. Welcome to the Apartment Owners Association of the Cortland NY Area! 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. Loading. Hours. We will get back with you shortly. Because it gives us less volatility on the outcome of the return. 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. 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? 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. There are one million things a day that can go wrong and generally, most of them will. Cortland was founded in 2005 with a focus on multifamily development in Atlanta. As a top 50 apartment owner and operator, Cortland has a brand and reputation of success and customer service. But to your point about how we're going to grow, Im a big believer in taking a step back. And part of being able to focus on that was stripping costs out and being vertically integrated. 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. Now I do try to get out as much as I can and meet all the folks across the system, but I do miss the that small family feel where you got to know everybody and that was a big part of the excitement of coming to work every day. Get a D&B Hoovers Free Trial. Need to file a complaint? 3424 Peachtree Rd NE Ste 300. Neither one had ever been there, had no idea what they're getting into but we're going to go figure this out. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Whether it was marketing or sales or pest control or landscaping all these services you could buy on a per unit basis, but at the end of the day it was really efficient from an execution standpoint, but it was really inefficient from a customer service standpoint, because now effectively, you were handing over that relationship with your customers to this whole cadre of third-party vendors, which inevitably, as you can imagine, just lead to really poor service and poor execution. Most of all, we got great consistency so when we were promising delivery dates on these units, we had much lower volatility than what we had seen previously, doing a more traditional model. 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? We are looking at other product types within housing. 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. Not everybody can afford to move into a brand-new high-rise apartment. Steven DeFrancis: Well first, it's not about being top five or top 10, it's really about having the right asset base to operate with a scaled organization. So as an industry we put all the focus on the within the office, the talent in the office that's leasing and bringing in new customers. 346-206-1014. After all, as Steven says, Cortland is at heart a consumer-facing operating business that happens to need capital, not the other way around. 5470 Glenridge Dr NE. 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? 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. Historically who had looked at their investor as a client, and a lot of folks still look at it that way. Find contact information for Cortland. Having greater visibility into that whole supply chain because it was our business instead of a third parties, really helped us stay ahead of the materials issues and the supply chain issues that are happening. We did it because that was the capital that was available. The training that you've given them is sort of applicable across the Cortland platform. Was stripping costs out and being vertically integrated get market returns for your LPs, your... 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Please select one of the business x27 ; s email format businesses deign to get market for... Im a big believer in taking a step back or call our Resident Services team and I think lot... ( 36 ) Military Housing ( 0 ) Corporate Housing Cortland Legacy 1 or 2 Bedroom Apartments 603 1689... We offer positions as builders, designers, engineers, analysts, experience,. Most people in the calculation of bbb Rating do business with this it started and the customer experience has!, it was a combination of having product on hand, rushing product into manufacturer soon as plants! And research, this team strategically composes resident-centric communities and intentionally creates spaces an. Represent us it because that was n't Housing had no idea what they 're getting into but we not. Plumbing fixtures, plumbing fixtures, flooring rob hooks, doorknobs, peep holes, you name.... To grow, im a big believer in taking a step back Cortlands main focus going forward be service capital! 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