SUMMARY:
What if the most meaningful awards in your company had nothing to do with performance, profit, or KPIs?
In this episode of The Property Playbook, Rory sits down with Bryson Miles, Founder & President of NXT Property Management (Utah’s premier boutique multifamily management firm), to unpack the culture system behind NXT’s high-performance results—and why their most celebrated wins are rooted in personal touch, not metrics.
Bryson breaks down NXT’s core values—Serving You Like Family, Be Loving, Choose Wisely, Perform Together, Act Boldly, Express Gratitude, and Mind the Store—and shares real stories of how values-driven leadership impacts resident retention, team morale, and long-term asset performance.
You’ll hear:
If you’re building a property management team—or trying to scale one without watering down your values—this conversation is a blueprint.
Follow The Property Playbook so you never miss an episode. If you know a leader who’s building something special in multifamily, connect with Rory on LinkedIn or DM the show on Instagram @propertyplaybookpod.
RESOURCES:
UNREASONABLE HOSPITALITY by WILL GUIDARA
Chapters
00:00 Introduction to Property Management Leadership
01:43 Meet Bryson Miles: A Multifamily Expert
02:31 The Importance of Core Values
04:57 Serving You Like Family: A Guiding Principle
06:48 Be Loving: Caring for People with Inherent Worth
09:27 The Impact of Love on Performance
14:21 Choose Wisely: Making Tough Decisions
19:09 Perform Together: The Power of Teamwork
26:49 Act Boldly: Celebrating Fearless Action
31:06 Integrity and Trust in Leadership
32:54 Encouraging Boldness with Accountability
33:24 Building Gratitude into Daily Operations
36:48 The Power of Specific Praise
39:53 Criticism in Private, Praise in Public
40:42 Minding the Store: Ownership and Accountability
45:26 Scaling Culture with Growth
50:08 The Impact of Personal Touch in Business
54:25 Unreasonable Hospitality: Intentional Service
