" This industry is still about people and homes. That hasn’ t changed. What has changed is how easy it is to get distracted from that truth."
PERSPECTIVES
BY MARCELLA EPPSTEINER, AAMD OWNER DIRECTOR
When Everything Is Changing, We Must Remember …
Change fatigue isn’ t unique to multifamily. It’ s everywhere. We feel it in our daily lives when something familiar suddenly works differently, when an iOS update moves a button or changes a flow that used to be intuitive. It’ s not a major disruption, but it creates a steady level of frustration( and maybe some colorful language). That feeling of constant change doesn’ t disappear when people walk into work. It follows us.
In today’ s market, that fatigue shows up alongside real pressure. New technology. New processes. New legislation. Shifting market conditions. Expectations continue to rise while clarity can sometimes lag behind. The difficulty in adopting and adapting isn’ t simply resistance to progress. It’ s being tired.
This is where the fundamentals matter.
Before connection was discussed as a competitive advantage, it was simply how our business was done. You connected with customers because they were people( period). You learned names. You noticed routines. You paid attention because relationships were the work. Connection wasn’ t a strategy or a metric. It was a basic part of how trust was built.
That hasn’ t changed. What has changed is how easy it is to overlook connection as we layer in systems, platforms, and automation. Today, connection is often treated as something optional, something to focus on once everything else is in place. In reality, meaningful connection is a purposeful fundamental. It creates stability when everything else feels like it’ s shifting.
Technology absolutely has a role. It’ s 2026, after all. That said, how we choose to use it matters. AI and automation can respond after hours, organize information, and create efficiency.
Software can help teams manage volume and move faster. But as repeated at any conference, national or local, it is not a replacement for human connection. Simply put, AI can start a conversation, but people finish it.
When the business day begins, the handoff matters. That’ s when fundamentals show up in practical ways. Leasing teams build connection by standing up when someone walks in, making eye contact, asking real questions,
" This industry is still about people and homes. That hasn’ t changed. What has changed is how easy it is to get distracted from that truth."
and following up when they say they will. These moments turn tours into relationships and transactions into trust.
Maintenance teams build connection through reliability and respect. Showing up when promised. Explaining what was fixed. Treating each apartment like someone’ s home. Residents may not remember every repair, but they remember how they were treated and whether they felt respected.
Onsite managers and leaders build connection by creating clarity. Translating change into priorities teams can understand. Being visible. Recognizing effort. Explaining not just what is changing, but why it matters.
When leaders stay connected, teams feel grounded even when conditions are uncertain.
Vendors and supplier partners play a role as well. Connection turns transactions into partnerships. Clear communication, accountability, and respect for onsite realities reduce friction and improve outcomes for everyone involved. When vendors understand their impact on the resident experience, performance improves across the board.
The same fundamentals apply to client and ownership relationships. Many assets today are operating in conditions very different from the assumptions used during underwriting. Strong relationships are built by addressing that reality directly, sharing context from the field, and pairing data with transparency. Connection in these conversations builds confidence and long-term trust.
Connection does not belong to one role or department. It is a shared responsibility across leasing teams, maintenance teams, leaders, partners, and owners. In a high-change environment, connection reduces friction, creates clarity, and helps people make sense of uncertainty.
This industry is still about people and homes. That hasn’ t changed. What has changed is how easy it is to get distracted from that truth.
The question isn’ t which technology comes next. It’ s whether we are willing to protect the fundamentals that make everything else work amid all the change. Connection isn’ t something we need to reinvent. It’ s something we need to remember and practice every day.
Marcella Eppsteiner is Chief Experience Officer at Mission Rock Residential, LLC
4 | TRENDS FEBRUARY 2026 www. aamdhq. org