Joseph Faber

Service Supervisor

Traditionally, the multifamily industry has relied on technical intelligence (IQ) to navigate shifting rental markets. Today, with the rise of artificial intelligence and increasingly complex customer expectations, technical skills remain essential for long-term operational success. 

Yet as we adapt to new tools and data-driven processes, it is easy to forget that our work is ultimately about people and their homes. KPIs, reviews, and financial metrics play a critical role in decision-making, but they can also create a level of noise that makes it harder to see the human experience behind the numbers.

This is where emotional intelligence (EQ) becomes not just helpful, but essential, and why it continues to be a growing focus across Continental. 

The Role of EQ in Resident Experience 
Whether you’re starting a new role or stepping into a new community, the early days bring a mix of excitement and nerves. We learn residents’ names, listen to their stories, and build connections that make the community feel alive. Those moments matter because they create comfort, trust, and belonging.

Operating a business inside people’s homes gives us a unique responsibility. IQ allows us to diagnose issues, complete tasks, and keep the property running. But EQ determines how residents feel during every interaction.

A small example: a clogged disposal. It’s easy to think, “This could have been avoided.” But did we take the time to show the resident how to prevent it? A simple, calm conversation can reduce repeat work orders while strengthening the relationship between the resident and the community team.

A more difficult example: It’s Friday night and you’re on call. A panicked resident reports water leaking from the second floor. They are frustrated, upset, and overwhelmed by the situation.

In that moment, it’s natural to feel the pressure. You’re coordinating cleanup, managing vendors, and trying to stabilize the situation. But what the resident needs first is not a technical breakdown of what happened; they need reassurance that you understand their stress and are committed to protecting their home.

That is where emotional intelligence becomes the most powerful tool we have.

EQ in Action 
Psychologist and author Daniel Goleman summarizes it well: “If your emotional abilities aren’t in hand… then no matter how smart you are, you won’t get very far.”

When we shift into robotic, task-only mode, we miss opportunities to build trust and community. Most of us can remember someone who made a lasting impact—a teacher who showed patience, a nurse who provided comfort, or a person working in or around our home who connected with us beyond the task at hand.

They weren’t just completing work. They were showing empathy, listening, and meeting people where they were. As leaders, we have the opportunity to model and encourage those behaviors. When teams feel supported in communicating openly, listening actively, and showing care in everyday moments, we see it reflected in reviews, work order satisfaction, and resident loyalty. These interactions are what ultimately make an apartment feel like home.

The leaders who stand out the most aren’t only technically strong; they lead with respect, empathy, and humanity. That’s EQ in action.

The Path Forward

Career growth often focuses on mastering tasks and meeting deadlines. Yet many of us have experienced setbacks without fully understanding why. I’ve experienced that myself. I was once passed over for a role because I lacked what someone described as “it.”

With time and reflection, I realized “it” meant emotional intelligence. I was task-driven, but I wasn’t yet leading with empathy or investing in deeper relationships. EQ builds trust, and trust builds strong teams.

As the pace of our industry accelerates, don’t let the pressure shift you into a purely transactional mindset. IQ may help you complete tasks, but EQ is what sustains relationships, builds culture, and drives long-term success. Lead with care, listen with intention, and show up authentically. 

About Continental Properties        

Continental Properties is a National Multifamily Housing Council Top 10 developer, owner, and operator of rental home communities, retail, and hospitality properties. Since its inception in 1979, the company has developed 137 apartment communities, encompassing over 37,000 apartment homes across 20 states. In addition to its development portfolio, Continental Properties has strategically acquired nine apartment communities, further expanding its national footprint.