In today’s rapidly evolving real estate landscape, apartment businesses are under increasing pressure to perform at higher levels, adapt to technological advancements, and meet the rising expectations of both property owners and residents.
Against this backdrop, a new philosophy is taking hold—one that emphasizes Merit, Excellence, and Intelligence (MEI) as the foundation for success. This approach, championed by leaders across multiple industries, is reshaping hiring, operations and customer service.
Rise of MEI
MEI emerged as a response to growing dissatisfaction with traditional diversity, equity, and inclusion (DEI) initiatives, particularly in the tech and corporate sectors. MEI was first formalized by Alexandr Wang, CEO of Scale AI, who stated, “Hiring on merit will be a permanent policy at scale. That means we hire only the best person for the job. We seek out and demand excellence, and we unapologetically prefer people who are very smart.” This philosophy has since gained traction among business leaders, including Elon Musk, who sees it as a way to build high-performing teams and organizations.
MEI is built on three pillars.
Merit: Hiring and promotion is based on skills, experience and demonstrated results.
Excellence: The exhibited accomplishment of outstanding performance and continuous self-improvement is a key attribute.
Intelligence: Individuals who excel at problem-solving, adaptability and strategic thinking. Such nimbleness and creative thinking is a necessary foundation.
Advocates argue that MEI fosters a culture where hard work, talent, and innovation are recognized and rewarded, leading to greater productivity and organizational success.
Apartment businesses are uniquely positioned to benefit from the MEI approach. Property managers are responsible for a wide range of tasks—from resident relations, building efficiency and maintenance to financial oversight and regulatory compliance. In this context, merit, excellence, and intelligence are not just buzzwords; they are essential qualities for effective leadership, market competitiveness and asset performance.
Merit: The foundation of trust
Merit-based hiring and promotion ensure that the most qualified individuals are placed in key roles. This caliber of professionalism should also extend to suppliers, trades, and anyone else who represents the company brand in any way.
In asset operations this means selecting managers and operations staff with a track-record of problem-solving, and operational efficiency.
By focusing on merit, management firms build teams that are not only competent but also trustworthy and reliable. Such qualities are critical in an industry where reputation and trust are a large part of the brand.
A well-performing asset is important to all stakeholders, from property owners to residents. Those at all levels of operation not only keep the property operating efficiently, but set a standard of performance for residents and owners, alike.
Excellence: Raising the bar
Excellence is going above and beyond to deliver exceptional service and continuously improve operations. This requires a commitment to ongoing training, professional development and the adoption of best practices.
Excellence also involves leveraging technology to streamline processes and enhance efficiency. “Efficiency is the name of the game in property management today,” said Amy Hite for ecam. “The integration of artificial intelligence is transforming the landscape in remarkable ways.”
By automating repetitive tasks such as rent collection, maintenance scheduling, and resident screening, property managers can free up time to focus on strategic initiatives and customer service.
Intelligence: Adapting to change
Intelligence refers not only to cognitive ability but also to emotional intelligence, problem-solving and adaptability. In apartment management, this means being able to anticipate challenges, respond to operational needs, and make data-driven decisions.
Artificial intelligence is playing an increasingly important role in property management and assisting operators in prioritizing tasks. AI-powered tools can analyze market trends, predict maintenance needs, and optimize energy efficiency, helping managers make better-informed decisions.
The real estate industry, traditionally reliant on human expertise and intuition, is undergoing a profound transformation driven by AI technologies. This technological revolution is reshaping how market analysis is conducted, properties are valued, and investment decisions are made,” said Sarah Lee in Number Analytics.
Over 85 percent of real estate companies plan to increase their investments in AI and data analytics within the next three years according to a 2023 study by PwC.
While AI will provide the data, skilled humans are still pivotal in the process. Emotional intelligence, the ability to use the data to its full value is equally important.
Property managers must be able to communicate effectively, resolve conflicts, and build strong relationships with residents and staff. “Large firms see approachability as a key trait, while mid-sized companies viewed emotional intelligence and being team-focused as strong attributes that bring success,” said Christine Ann Jubelt, CEO of APM Services.
MEI values results
The integration of MEI into apartment management is already yielding positive results. Companies that prioritize merit, excellence and intelligence see improvements in operational efficiency, resident satisfaction, and financial performance.
By focusing on merit and intelligence, management firms are able to attract and retain top talent. This, in turn, leads to more efficient operations, as skilled managers and staff are better equipped to handle complex tasks and adapt to a world that is itself adapting to building automation, resident personalization and integrations that follow resident and market patterns… all in real time. The use of AI and automation further enhances efficiency by streamlining processes and reducing the risk of human error. But human sentiment—reading the room—will require both understanding and the skilled intellect.
Today’s property tech is changing the operations landscape quickly. Having the right teams in place—those with the reason, skills and wisdom necessary remains the competitive advantage.
Resident satisfaction
Excellent customer service is a hallmark of excellent resident management. Managers who are honest, approachable, and passionate about their work are more likely to build strong relationships with residents and address their needs promptly. This leads to higher resident satisfaction, increased lease renewals, and positive word-of-mouth referrals.
A focus on merit, excellence, and intelligence also translates into better financial outcomes. By hiring and promoting the best people, apartment management firms can reduce turnover, minimize costly mistakes, and maximize revenue. The use of data-driven decision-making and predictive analytics helps managers optimize pricing, reduce vacancy rates, and identify opportunities for cost savings. High quality staff also signal to residents that the asset is valued.
The future of apartment operations
As the apartment management industry continues to evolve, the principles of merit, excellence, and intelligence will play an increasingly important role. Companies that embrace these values will be better positioned to attract top talent, deliver exceptional service, and achieve long-term success.
“Success in real estate comes down to two factors: taking care of and valuing the customer,” said Michael Miedler, CEO of Century 21. By prioritizing merit, excellence, and intelligence, apartment management businesses can ensure that they are always putting their customers first.
The integration of merit, excellence, and intelligence into apartment management is transformational. By focusing on merit-based hiring, striving for excellence in service, and leveraging intelligence—both human and artificial—apartment management firms set standards for performance and customer satisfaction. As companies champion MEI, apartment management businesses can build teams that are not only skilled and efficient but also passionate, innovative, and committed to excellence. In doing so, they will redefine what it means to succeed in the competitive world or property operations and management.
