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Explore 2,412 The Multifamily Operations Daily Huddle: Why Your Team Games Every Metric You Tie to a Bonus with 740 views, 3 likes, and 0 comments. Experience the impact of this video content that has captured audience attention.

Tie a number to a bonus, and your team will hit the number, even on the days when hitting it means the resident is still sitting there waiting. Set a target, attach a reward to it, and watch the number climb while the thing it was supposed to represent quietly gets worse. Two researchers named this decades ago. Charles Goodhart studied the UK economy, and anthropologist Marilyn Strathern later sharpened his finding into the line everyone now borrows: when a measure becomes a target, it stops being a good measure. You have watched it play out on your own properties. Push occupancy as the number that matters and the team will do whatever it takes to hit it. Reward resident sentiment, and the scores get managed instead of earned. Measure time-to-close on a work order, and some tickets get marked complete while the resident is still standing in the unit waiting for the work. Your team is responding rationally to the incentive you set, and that is worth saying without blame. Wire a number to a bonus, and you have told people what you actually reward, and people move toward what you reward. The gaming is the structure doing exactly what you built it to do. So the fix is a loop. Tie every number to a decision, and when the number moves, make one person responsible for researching why it moved and what that movement is now producing. Your ticket-close time improves, so someone checks whether the work actually got done by calling a sample of those residents or, in the automated world most of us already run, by having the system text or survey the resident to confirm. That confirmation is what turns a number back into a measure. Then you trace the result to the incentive you set, and if the incentive drove the wrong behavior, you fix the incentive instead of blaming the person who followed it. Here is what changes the whole game. In an agentic operation, where digital agents already follow up with residents, prospects, and supplier partners, the data arrives in real time, and the trail stays open. You can tie a number to the exact decision that produced it, watch the outcome it generates, and see plainly where a result is being gamed. The room to quietly manage a number toward a bonus is closing, and for the operation that is mostly good news, because the measures finally start telling the truth. Be honest about the cost, too. Some people do not want to work in a world this transparent, and a few will leave, which can tighten an already thin talent pool at the site and administrative level. Others will not feel it at all, because they already show up honest and do the right thing when no one is checking. Those are the people you are building the operation for, because they do not change when the lights come on. They already are the behavior you want. CALL TO ACTION Pick the one number your team is most rewarded for hitting, and this week trace it end to end: what decision does it inform, who owns the why when it moves, and how do you confirm the result is real rather than gamed? If you cannot answer all three, you just found the first metric to fix. Subscribe to the Multifamily Operations Daily Huddle for the operator who wants measures that tell the truth. MultifamilyCollective Blog: https://www.multifamilycollective.com The Daily Collective Book: https://amzn.to/3YI6BDa "Wire a number to a bonus and you have told your team exactly what you reward. Do not be surprised when they deliver it." - Mike Brewer why teams game metrics, when a measure becomes a target, Goodhart's Law in property management, metrics vs meaningful measures, incentive design in multifamily, tying metrics to decisions, validating work order completion, agentic operations transparency, multifamily KPIs that matter, how to stop metric gaming, multifamily operations daily huddle, measurement culture in real estate, #MultifamilyOperations, #PropertyManagement, #Metrics, #IncentiveDesign, #DailyHuddle #mikebrewer #multifamilycollective #multifamilymentoring #multifamilycoaching #multifamilypodcast #leadership #OpenAi #multifamilymedianetwork

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