Professionals – At Your Service

You’ll experience the benefits of having a dynamic team of professionals at your service.  Specialists that are fully-committed to helping you gain results from your satisaction survey and feedback programs and to serving you in a referral-worthy manner. Rather than hearing from us only when it’s time to renew a contract, we practice what we preach.  Our on-going customer relationship management approach means we are in-touch and care, and you will find us obsessively responsive whenever you have a question or need.

In good times and bad, we’ve got your back.

Our professional team knows full well the challenges you face on a daily basis.  Each highly-regarded team member is respected as an industry resident satisfaction expert.  Whether engaging an audience at an educational conference, writing blogs, articles, courses on resident retention, or consulting with clients, each member of the leadership team is fully-equipped to help you unlock the doors of communication with all of your relationships (customers, associates, clients/investors and vendors), decipher essential messages, draft actionable plans, and monitor results.

The SatisFacts Research Team

Sales and Account Management

Doug Miller, Founder and President 

Doug Miller, founder and president of SatisFacts Research, has had marketing, research and training responsibilities for several thousand apartment communities nationwide since the mid 1980s. Doug is the multifamily industry's leading authority on resident surveys, resident satisfaction research and Resident Relationship Management™, and is frequently published.  Prior to starting his own businesses in 1996, starting in the late 1980's Miller was Director of Marketing for several national and regional property management firms including NMHC Top 50 Forest City Residential. Miller received his B.S.B.A from Washington University (St. Louis) and his M.B.A. from The American University.
 
Click here for Doug’s Viewpoints Blog

 Jeff Proebstle, Senior Vice President - Sales

Jeff Proebstle, VP of Sales for SatisFacts, has been in the sales, sales management and customer service arenas since the early 1990s. Prior to joining SatisFacts, Proebstle held executive-level positions with two major industry service providers, including being Managing Director of MessagePro's national leasing and maintenance call center operation and as Director of Sales for Apartments.com, where he oversaw half of the nation’s operation. Jeff's expertise is in developing tailored feedback programs for clients, with the goal of each program being to provide feedback and guidance needed to help clients improve their bottom line performance. While Jeff’s background, experience and success in helping clients reach their objectives are impressive, what is even more impressive is his passion for providing outstanding service and delivering the support needed to help clients improve resident, investor and associate satisfaction. Proebstle attended Miami University and Barat College, where he majored in Psychology and minored in International Studies.

 Joe Summers, Vice President - Sales/East Region

Joe Summers is an accomplished sales professional, having served as an account executive and sales management executive with industry leaders CallSource, Valet Waste and Primedia (HPC) prior to joining SatisFacts. Joe began his multifamily career with Primedia, where he was recognized as the HPC Regional Peak Performer in 2001 and 2002. He then joined CallSource in 2003, where he was awarded the Regional Top Performer for Sales Revenue for more than 30 months, and was later recognized in 2007 as the Annual Sales Top Performer of the Year. In 2009 Joe returned to CallSource to serve as Vice President of Multifamily, where he managed sixteen Sales Advisors. After a long term career building the CallSource brand, Joe joined SatisFacts where he reports to the SVP of Sales, and will oversee sales for the Eastern region. A staunch supporter and member of NAA, Joe is a member of many local affiliates.  Joe graduated with a degree in Psychology from Fairleigh Dickinson University - Madison.

Brian Barfield, Regional Vice President - Sales/Southeast

Brian Barfield, Regional Sales Director, has over a decade of experience in multifamily. Prior to joining SatisFacts, Brian worked for one of the industry’s largest apartment advertising publishers as a Senior Account Executive serving the Atlanta market.  After joining the publishing company in 1999, Brian’s focus on relationships and service permitted him to be continually promoted.  Initially hired as Multimedia Assistant in the corporate marketing department, he was promoted to Multimedia Specialist, and then Marketing Communications Specialist.  Brian was then again promoted, next to Customer Service Representative for the Atlanta market.  Based on his performance, he was promoted to Account Executive in 2005, where he won the National Rookie Sales Person of the Year award.  His stellar performance led to being named Senior Account Executive; in this position, besides account management responsibilities he also supported new sales and customer service staff training.  Brian is an active member of the Atlanta Apartment Association; he also holds the Certified Apartment Supplier/CAS designation from NAA.  Prior to entering the industry, Brian served in the U.S. Navy, and earned his BA from Georgia Southern University.

Gregory Ann Goldrick, Regional Vice President - Sales/South Central

Gregory Ann Goldrick, NALP, began her career in the real estate industry over 18 years ago while leasing apartments in college. Since, Gregory Ann has proudly served prominent real estate firms within the multifamily industry such as Simpson Housing, Archon Group, and Walden Residential in various capacities such as sales and operations management, educational training, branding and asset marketing. Gregory Ann has had the opportunity to work with a wide range of product types ranging from conventional, affordable, senior, tax credit, garden, loft, mid-rise, high-rise rise and mixed use developments. Most recently Gregory Ann served as the Director of Marketing with Simpson Housings Southwest Portfolio. During her 9 year tenure she oversaw and implemented their very successful resident survey feedback program and is a believer in the survey/feedback process. Throughout her career, Gregory Ann has established a solid reputation for quality, energy, leadership, and achievement. She’s a frequent presenter for NAA and NAA Affiliates: Texas Apartment Association, Apartment Association of Tarrant County, Apartment Association of Greater Dallas, and MultifamilyPro’s National Brainstorming Conference just to name a few, and is a certified instructor for NAA’s NALP, CAM, and CAPS programs. Gregory Ann studied Communications at Austin College.

 Kiera Davis, Account Coordinator

Kiera Davis serves as Account Coordinator, supporting the national sales team, and serving as liaison between clients and SatisFacts’ Operations Department. Kiera’s prior experience included sales support for the Baltimore Sun’s Media Group; in addition, she has two years experience in property management as a Leasing and Marketing Specialist. Kiera earned a BS in Marketing from Philadelphia University.

Client Support: Education and Consulting

 Jen Piccotti, Senior Vice President - Education and Consulting

Jen Piccotti, VP of Consulting Services, heads up client support for SatisFacts, including satisfaction survey action planning, productivity studies, quality assurance, process evaluations, and educational services.  Jen has over a decade of resident loyalty and process efficiency experience, and is a multifamily industry veteran since 2000.  A noted author, keynote speaker and highly followed blogger in the multifamily industry, and also named “quality assurance guru of multifamily” by CallSource, she has served as chair of the Service Quality Division for the American Society for Quality (ASQ), and has been MC for their Annual Service Quality Conference for multiple years.  Previously, Jen was Quality Manager for a privately held property management company in Southern California where she oversaw the quality assurance program, including loyalty programs, work-time studies, process improvement initiatives, QA training, resident surveys and organizational communication. Jen received her undergraduate degree from Boise State, and holds a Master of Science - Quality Assurance from California State University, Dominguez Hills.

Click here to read Jen’s Viewpoints/Blog

 Lia Nichole Smith, Vice President - Education and Consulting

Lia Smith career in training, property management and marketing began in the mid 1990's. Lia began her training career at Nextel Communications, where she was responsible for training over 1,000 Customer Care Representatives. She then embarked on a new career in property management as a Leasing Associate with Lincoln Property Company, and steadily moved up the ranks. Lia was able to merge the worlds of training and property management when in 2006 she became Director of Training and Marketing at SPM Property Management, a 14,000+ unit portfolio; this included creating SPM Academy and a Learning Management System. She also developed and managed SPM’s resident feedback program, and was responsible for providing post-survey action planning support for property teams and management. Lia has proven experience in solving training and resident retention challenges for market, affordable, senior, tax credit and student communities. These experiences have helped Lia relate to both onsite and corporate associates. Lastly, Lia has presented at key industry events such as MultifamilyPro Brainstorming on topics related to developing the operational and service skills of onsite and executive level teams. Lia studied Graphic Design at Illinois State University.

Operations Department: Program Design and Research

 Isaac Eskinazi, VP - Operations

Isaac Eskinazi, one of SatisFacts’ original team members, oversees the design, development and rollout of annual satisfaction survey programs, Insite® touch-point feedback programs, as well as custom research studies.  Isaac and the research operations team are experienced in all aspects of research, including survey/program design, recruitment, sample management, data collection methodologies and reporting.   Eskinazi graduated in 2004 from Stevenson University (formerly Villa Julie College) with a degree in Computer Information Systems.

 Jessica Toner, Operations Assistant

Jessica Toner is an Operations Assistant in the Operations Department, and is responsible for Insite® program set up, rollout, on-going recruitment and account maintenance. Previously, Jessica was a Divisional Statistician for a national social services/support charity, where she was responsible for regional reporting. Jessica earned a BA in Mathematics from Edinboro University.

 Laci Hebert, Operations Assistant

Laci Hebert is an Operations Assistant in the Operations Department, and is responsible for Annual Survey program set up, rollout, recruitment and reporting. Prior to joining SatisFacts, Laci was a Customer Support Analyst for a national training service, where she oversaw reporting, interface development, logistics and end-user support. Laci earned a BS in Information Systems from York College.

Technology and Development

 Rob Trainer, Chief Technology Officer

Rob directs the company’s technology team and product development areas and has over twenty years experience in software, database and reporting system development as well as Internet technologies.  Trainer is a 1983 graduate of Towson University, where he obtained a degree in Computer Science.

Nick Leonhardt, Software Developer

Nick Leonhardt supports SatisFacts’ CTO in managing and enhancing the company’s feedback and reporting systems. Prior to joining SatisFacts, Nick’s experience included programming responsibilities for a medical research facility systems provider, as well as website design for an automotive industry systems provider. Nick earned a BS in Computer Science from Princeton University.