Graham Robinson, President of Evernest, shares insights on scaling the company to manage 14,000 homes while ensuring high-quality service. He discusses the development of custom tech solutions that transitioned away from third-party software, enhancing operational efficiency. The concept of the "Trust-Building Triangle" is introduced, focusing on relationships between property managers, owners, and residents. Graham emphasizes the importance of content marketing for organic growth and how focusing on technician experience leads to better retention.
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question_answer ANECDOTE
Tech Challenge with Maintenance Staff
Evernest hired W-2 maintenance technicians for better control and resident experience.
Initially, technicians resisted tech apps but a unified app improved retention and efficiency.
insights INSIGHT
Custom Tech Enables Scaling
Evernest builds custom software to match their processes rather than adapt to third-party tools.
Custom tech is essential as they scale beyond 5,000 units.
insights INSIGHT
The Trust-Building Triangle
The hardest part is matching service levels to vastly different client expectations.
Trust is key and easy to break between managers, owners, and residents.
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In this episode of the Profitable Property Management podcast, host Jordan Muela sits down with Graham Robinson, President of Evernest, to explore how the company scaled from managing 3,000 to 14,000 doors across 30 markets, all while maintaining service quality. Graham shares key strategies around building custom tech tools, balancing institutional and individual clients, and leveraging content marketing for organic growth. He also explains the “Trust-Building Triangle” between property managers, owners, and residents. Whether growing your firm or seeking operational insight, this episode offers an actionable roadmap to sustainable, tech-enabled property management success.
What you will learn:
How to transition from third-party software solutions to custom property management technology
Why focusing on maintenance technician experience led to better retention
The framework for balancing institutional clients (25%) with individual property owners
How to leverage content marketing to generate organic leads
The "Trust-Building Triangle" between property managers, owners, and residents
Why creating valuable content consistently, even if imperfect, drives organic growth
How to convert self-managing landlords by bundling services
Graham Robinson is the President of Evernest, overseeing sales, marketing, HR, and technology operations for one of the fastest-growing property management companies in the United States. With a hospitality and leisure tourism background, followed by strategic roles in healthcare, Graham brings a unique perspective to property management operations. Since joining Evernest three years ago, he has helped scale the company from managing 3-4,000 homes to over 14,000 homes across 30 markets in 19 states. His leadership has been instrumental in developing proprietary technology solutions and streamlining operations while focusing on excellent service delivery.
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