From Insanity to Sanity with Lauren Hartstern

by Chris Smith, Shelters to Shutters

How to maintain sanity in the fast-paced world of property management is the question we asked of Lauren Hartstern, a 20-year veteran in the industry. Lauren started as a leasing agent in 2003 and has been a community manager for the past eight years. She presently serves as the Community Manager for Tapestry at Brentwood Town Center.

When asked to list the greatest stressors in her job, Lauren said.

• Not being able to give people what they want, from constant noise complaints to granting relief of an early termination fee.

• Being understaffed is a chronic problem.

• There is not enough time in the day to get everything done that needs to be done.

• The everyday pressure of being responsible. While the vendor is the one who did not get the job done in a timely fashion, she is the one who must face the unhappy resident.

Lauren offers these suggestions for practicing self-care and keeping your sanity.

Develop thick skin. This lesson took 15 years to learn but it is an invaluable one. “I figured out the upset resident is not mad at me but at the lease they signed. It really does not bother me anymore.” This advice is particularly significant because Lauren also says, “I love my residents.” She is a people person who smiles and talks to others because that is who she is, not because it is a part of the job. She adds, “I can listen to the resident and console them, but I still have to collect the rent.” She has learned how to enjoy others while not being co-dependent on their happiness or in need of their approval.

CHRIS SMITH Shelters to Shutters

Exercise. Lauren exercises regularly and runs in the Nashville half-marathon every year.

Take time off. Lauren is a real believer in taking full advantage of time off and vacations. She was going to Disney the day after our interview, had been to Vegas earlier in the year, and has another trip planned for the summer. She expressed gratitude for Greystar’s generous vacation and leave policy. She does not resent the occasional work item that has to be done while away and says she maintains a healthy work/life balance. She did admit, however, to catching up on episodes of “Succession” while answering emails at the same time.

Let it go. Lauren describes herself as an over-achiever who loves to work. Earlier in her career it bothered her that others, from bosses to her employees, did not always share her work ethic. She learned that everything is not black and white, was able to adapt to others, and did not expect everyone to be exactly like her. In the words of “Frozen,” she chose to “let it go” while acknowledging that her hard work has not been for naught and has been rewarded over the years.

Love what you do. While at first this may sound like a cliché, there is significant truth in these words. Lauren has the skill set to be an excellent community manager – good with people and details, appreciates the fast pace, team builder. She is good at what she does and thus it truly does not feel like work, at least sometimes. Others are not similarly blessed. Their job does not fit their skill set, and it feels exactly like what it is – work. Perhaps the word for the rest of us is to either focus on the parts of our jobs that bring joy or find a job that is not as draining.

Teamwork. Lauren is a firm believer in the power of a team. She constantly asks, “Do you need any help?” and encourages co-workers by reminding them “we will figure this out together.” When she says every problem has a solution, one may be tempted to think she is pouring on the positive vibes a bit too much. But what she means is use your vendors, ask other employees, and take advantage of the resources at your disposal. By creating a positive work environment – controlling what she can control – she in the process practices self-care.