Decentralized Operating Style: Marquette Management, Inc. utilizes a flat, decentralized operating model with strict adherence to twenty five key systems on each of its properties to achieve consistent quality control and branding of the Marquette product. This decentralized approach focuses decision making at the site level (at the point of customer contact) and is reinforced by active partner and senior level daily involvement in each property, highly trained site level managers, and business developers who oversee each property.

Total Focus on Marketing and Revenue Generation: In addition to fixed expense control, Marquette principals believe that properties are really won or lost on their ability to maximize rental and ancillary income and accomplish this through one of the most aggressive and creative electronic marketing programs in the industry along with daily focus on resident satisfaction and resident referrals. Marquette Leasing Consultant’s are expected to convert leads at a 75% lead to tour conversion ratio and a minimum 40% net closing ratio of all torus conducted on a monthly basis.

Stringent Financial Control: Marquette’s financial control systems ensure consistent and appropriate cost containment which translates into increased NOI. Marquette managed communities typically operate at a pre-tax and insurance basis at approximately 27% of total income and $2,800 on a per unit cost basis. Marquette Operating Systems:

Purchase Orders The Purchase Order System provides maximum visibility of the property staff’s ability to stay within budget. This system provides pre-approval spending controls, limitations and a system for on-site management to project upcoming monthly cash needs. This system is critical in maintaining our fiduciary responsibility to the owners.

Daily Declining Budget The Daily Declining Budget System allows for tighter and timelier analysis of and control over property expenditures. This system increases the direct involvement of the Property Manager and their site staff in the financial activities of the property, thereby raising their level of awareness and sense of responsibility and “ownership”.

Payment Approval Process This system ensures the avoidance and control over double payment of bills. It ensures that invoices are coded properly and that bills are paid on time. This system also increases the direct involvement of the Property Manager and staff in the financial activities of the property, thereby raising their level of awareness and sense of responsibility.

Office Setup This is both a branding system that creates a professional look and feel on each property as well as an operating efficiency system that provides a consistent office environment from property to property that allows any Marquette employee to fill in at any other property and know where to find what they need. It also allows for maximum organization on each property.

Collections Daily focus on the Marquette Infonet is given to this critical issue of dollars that either fall directly to the bottom line or are lost due to lack of aggressive policies.

At Marquette, we have only two rules when it comes to residents:

Rule No. 1: Pay all your rent on time.
Rule No. 2: Be a good neighbor.

We do not deviate from these two rules.

While demanding and unusual economic times may require us to re-look at our approval levels, we do not allow “payment plans” or move away from total rent collection.

Resident Orientation System and Process This system is designed to help new residents get acclimated to living in our communities and the surrounding area as quickly as possible. Our Community Life Architect program and/or property management staff hosts monthly “Resident Orientations” to gather information about the new resident interests, hobbies, etc and establish a connection for possible volunteerism.

We C.A.T.E.R Service Program Marquette is perhaps best known nationally for it’s We C.A.T.E.R service program which offers each and every resident a variety of hotel style concierge services that add value to their living experience at a Marquette community. This system/program allows Marquette to charge above market rents, increase resident referrals and maintain higher than market levels of resident retention.

Move-In Inspection This system calls for the Property Manager and Maintenance Supervisor to visit each new resident within a week after their move in. It is a chance to meet each new resident under positive circumstances, help familiarize the resident with the operations of their new home and ask for resident referrals. This system also provides the office and the resident a written signed agreement on the condition of the apartment at the time of move-in.

Contract Negotiations This standard process and spread sheet analysis that must be completed as part of the contract scope and bid process allows each property to obtain the best possible service/product at the best possible price. This in turn fulfills our fiduciary responsibility to our owners and investors to manage expenses as stewards.

Capital Improvements Being a vertical developer of apartments and mixed use developments, Marquette has extensive capital and renovation experience which it has codified in this system that identifies typical scope of work, parameters and standard costs for a variety of capital improvements.

Move-out Inspection This system helps determine the condition and potential charges for an apartment where the resident has given us their Notice to Vacate. It also alerts leasing to the estimated turn-around time to bring the apartment into (Marquette) market ready condition.

Monthly Marketing Plan This monthly system allows us to track the effective use of marketing dollars and determine the marketing strategy and costs for the next quarter. Every aspect that impacts curb appeal and our ability to generate occupancy is thoroughly examined by the Property Manager, the Business Developer and the Marketing Coordinator.

Corporate Outreach The corporate outreach process/system allows us to establish a network of business relationships in the marketplace that will provide the property with additional income profit from the rental of corporate and non corporate apartments. Corporate Outreach is also a means to affect occupancy in a positive way.

Resident Referral Program Resident Referrals are the most cost effective means of advertising and making sure the site staff is building genuine community and adding value to satisfied customers. Marquette’s resident referral program allows residents to achieve over $4,000 in referral dollars by referring nine new renters. Typically, more than thirty (30%) of all referrals on an annual basis come from resident referrals.

Lifetime Referral Program This unique system is designed to promote positive “word of mouth” advertising long after the current resident moves out. Prior residents who left in good standing, are offered a lifetime referral fee of $100 for every new resident they refer. This referral fee is also offered to local business owners and community businesses who have a high likelihood of referring new residents.

Marketing Collateral and Marketing Systems To provide a consistent system of collateral using standardized pieces that fulfill our Marquette brand of marketing and produce results.

Resident Survey System Marquette uses a group of four separate on line surveys to provide us with valuable information directly from our prospects, residents and past residents. The surveys are called “What Did You Think” (Leasing Consultant experience), “We Value Your Comments” (move-in survey), Resident Satisfaction Survey”(sent twice a year) and “It Matters to Us” (exit survey) The results of the surveys are tabulated and sent to owners, Business Developers and the site staff.

Lease Expiration & Renewal Process Provides an opportunity for the Property Manger to minimize turnover, decrease expenses and stabilize occupancy. Marquette has consistently experienced higher than average occupancies in each market due in part to this system of managing expirations.

White Glove Market Ready Unit Process This system allows the Manager and Maintenance Supervisor to regularly see that the apartments are being prepared in a consistent and quality manner. Site staff members personally sign off to residents that they have worked on and inspected the apartment which helps to assure that every resident will move-in to a beautiful and clean apartment home.

Service Requests & Call Back System Nightly follow up calls are made by the management staff to determine if the maintenance done in each apartment was completed within 24 hours or less and that the maintenance technician left the apartment in excellent physical condition.

Market Ready Board The market ready board is a systemic way of providing an up to date market ready status of all apartments not currently occupied. The board also provides a visible method of scheduling work in an apartment and allows the maintenance and office staff to be on the same page relative to market ready units.

Preventative Maintenance This critical system provides a method to help keep repair costs to a minimum and to keep residents happy with fewer call backs on routine service requests. This helps to keep maintenance staffing and overtime costs lower than budgeted expectations. Completing Marquette’s preventative maintenance program provides more efficient energy consumption and extends the useful life of equipment.

Shop Organization The shop set up and organization system provides maximum organization for easy identification of parts needed for repairs. This cost efficiency system avoids over-purchasing of maintenance items if stocked properly and maximizes effective time management on the part of the maintenance staff. By providing proper systemization in the maintenance shop, new employees will grasp the “Systems” and be able to locate parts much easier.