Uncontested Investing

REI Ink Magazine

Uncontested Investing is your no-frills real estate podcast, hosted by Nate Zielinski and Suzanne Andresen. Designed for small to medium investors looking to scale their business, this podcast delivers practical advice that makes a difference. Each episode dives into the strategies, successes, and challenges of real estate investing, with Nate, Suzanne, and occasional expert guests sharing their insights. Whether you're a seasoned investor or just starting to grow your portfolio, tune in every Tuesday for actionable tips, valuable lessons, and the motivation to take your investing to the next level.

  1. 2d ago

    The Billion-Dollar Perspective: Phil Ganz on Patience, Integrity, and Scaling

    In this episode of Uncontested Investing, Nate Zielinski and Suzanne Andresen sit down with Phil Ganz, founder of Next Wave Mortgage, to discuss the lessons behind his 25-year career and more than a billion dollars in closed loans. Phil explains why patience, discipline, integrity, and attention to detail separate successful investors from those who struggle. He shares his approach to entering new markets, knowing when to walk away from a deal, and building an online presence through domain matching and SEO. The conversation also covers DSCR loans, long-term investment strategies, misconceptions about FHA and conventional financing, and the values Phil brings to Next Wave Mortgage.   Key Talking Points of the Episode   00:00:00] Introducing Phil Ganz, founder of Next Wave Mortgage. [00:01:04] Phil's start in the mortgage industry and his path from telemarketing. [00:01:53] Integrity, transparency, honesty, and creating alignment with customers and business partners. [00:02:59] The "billion-dollar perspective" and traits Phil sees in successful real estate investors. [00:04:33] Why patience and learning from the ground up matter when entering a new market. [00:06:02] The risks of early success and why investors should avoid scaling too quickly. [00:10:47] Career turning points and the importance of building skills before leveling up. [00:12:02] Why attention to detail can create an advantage in mortgages and real estate. [00:13:43] Using focused websites and domain matching to compete for online search traffic. [00:15:14] How SEO and domain matching have helped Next Wave Mortgage generate leads and grow. [00:17:05] The long-term strategy behind Next Wave Mortgage's network of websites and CRM development. [00:18:38] How DSCR loans work and why Phil believes they can help investors scale their portfolios. [00:22:29] Looking at population trends and taking a long-term approach when choosing investment markets. [00:24:20] Why integrity is the principle Phil prioritizes throughout his career. [00:25:28] Common misconceptions surrounding FHA and conventional loans. [00:27:42] The core values Phil brings to Next Wave Mortgage and the importance of continuous improvement. [00:29:05] How daily walks and becoming a father have given Phil renewed energy and purpose. [00:30:21] Phil's experience with surrogacy and his perspective on family and the cycle of life. [00:32:52] Finding motivation and purpose through family.   Quotables   "You can't just be a little bit better. You need a contrast." — Phil Ganz [00:01:53]   "A lot of the best deals are walking away so you can live another day." — Phil Ganz [00:02:59]   "Details are what wins. The nerds will always win because they'll be good at the details." — Phil Ganz [00:12:02]   Links   Phil Ganz on LinkedIn - https://www.linkedin.com/in/askthemortgageexpert Next Wave Mortgage - https://www.nextwavemortgage.com/   RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ info@rcncapital.com   REI INK https://rei-ink.com/

  2. Jul 28

    Systems & Scale: How to Scale Customer Service in Real Estate

    In this episode of Uncontested Investing, Nate Zielinski and Suzanne Andresen close out their customer service series with a discussion on how real estate investors can maintain a consistent tenant experience as their portfolios grow. They examine the shift from owner-operator to system operator, selecting property management companies and vendors, standardizing maintenance and communication processes, and using technology without losing the human element. Nate and Suzanne also cover response-time benchmarks, tenant journey mapping, renewal and retention strategies, service metrics, employee training, and the importance of building systems that create predictable, repeatable outcomes across every property.    Key Talking Points of the Episode   [00:00:05] Why investors need to prepare their customer service systems before scaling from a handful of units to larger portfolios [00:00:46] Conducting due diligence before selecting a property management company [00:01:06] Interviewing property management companies to determine whether their values and service standards align with yours [00:01:34] Choosing systems and partners that can grow alongside an expanding portfolio [00:02:01] Shifting from an owner-operator mindset to becoming a system operator [00:02:55] Avoiding service breakdowns such as missed maintenance requests, slow responses, and inconsistent communication [00:04:02] Building systems around multiple trusted vendors instead of relying too heavily on one or two people [00:04:51] Selecting vendors with the capacity to support continued portfolio growth [00:05:30] Tracking response-time benchmarks and creating a service recovery plan when expectations are not met [00:06:52] Using transparency and clear expectations when repairs or replacement parts are delayed [00:07:32] Preparing temporary solutions to maintain resident comfort during extended repair timelines [00:08:10] Maintaining reliability and a consistent customer service experience across every property [00:09:19] Why systems create predictability, accountability, and repeatable outcomes [00:09:37] Standardizing materials and supplies to make property maintenance more efficient [00:10:15] How inconsistent service between tenants can damage trust and retention [00:11:13] Four critical systems for investors: maintenance, tenant communication, leasing and onboarding, and renewal and retention [00:11:56] Standardizing the tenant experience through a customer service roadmap [00:13:48] Using move-outs and renewals as opportunities to gather feedback, request reviews, and maintain relationships [00:14:21] Creating a smooth move-out experience and recognizing the moments that matter most to residents [00:15:18] Supporting tenants through the stress of moving and their first maintenance requests [00:16:18] Using instructional videos to help residents submit maintenance tickets correctly [00:17:21] Building structured renewal check-ins to anticipate vacancies months in advance [00:18:18] Offering flexible lease terms when appropriate to improve retention [00:18:43] Selecting scalable property management software and technology [00:19:13] Using maintenance ticketing systems and human support to help residents feel heard [00:20:20] Establishing after-hours and emergency maintenance escalation processes [00:20:54] Automating routine communication while preserving human interaction at key moments [00:21:38] Treating tenants as long-term customers rather than transactions [00:22:57] Using AI tools to help draft responses while adapting the message to your own voice [00:23:28] Removing ego and frustration from tenant-facing customer service interactions [00:24:10] Documenting standard operating procedures for repeatable tasks and employee training [00:24:44] Managing prospective tenant inquiries and using upcoming vacancies to reduce downtime [00:25:27] Creating a waitlist for desirable properties and future openings [00:26:59] Tracking response time, work order completion, satisfaction, reviews, renewals, complaints, and cost per work order [00:27:53] Using metrics to identify unusual costs and recurring maintenance or tenant issues [00:28:36] Building a customer service culture around communication, empathy, and problem solving [00:29:25] Creating employee review and recognition processes that reinforce strong service [00:30:00] Using job shadowing to train employees on response standards and tenant communication [00:31:23] Establishing clear company values that guide employees during every resident interaction [00:32:18] Why reputation is a form of currency for real estate investors [00:32:27] How customer service supports reputation, reviews, word of mouth, portfolio growth, and long-term value   Quotables   "People don't scale. Systems do." — Nate Zielinski   "Preparing for the worst-case scenario as an investor creates the best-case experience for your tenant." — Nate Zielinski   "Tenants are long-term customers, not transactions." — Suzanne Andresen    Links RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ info@rcncapital.com REI INK https://rei-ink.com/

  3. Jul 21

    Reputation as Currency: How Customer Service Drives Real Estate Revenue

    In this episode of Uncontested Investing, Nate Zielinski and Suzanne Andresen continue their customer service series by examining why an investor's reputation is one of their most valuable assets. They discuss how strong customer service creates repeat business, referrals, and lasting relationships with sellers, agents, contractors, lenders, and investors. The conversation also covers online reviews, word-of-mouth marketing, referral systems, and practical ways to strengthen credibility through consistent communication and follow-up. Nate and Suzanne share actionable strategies investors can implement immediately to build trust, improve their professional reputation, and create sustainable business growth through exceptional client experiences.  Key Talking Points of the Episode [00:00:05] Why reputation is an investor's most valuable currency. [00:00:53] How reputation creates deal flow, trust, and long-term business opportunities. [00:02:06] The customer service gap in real estate investing and the importance of relationships over transactions. [00:03:13] Responsiveness and professionalism as keys to maintaining strong industry relationships. [00:04:34] Standing out by exceeding the industry's average customer service standards. [00:05:41] How exceptional customer service multiplies opportunities through repeat business, agent loyalty, and lender confidence. [00:07:23] Following up after losing a deal and maintaining transparency with sellers. [00:08:10] The importance of digital first impressions and managing your online reputation. [00:09:13] Using reviews to establish credibility and reduce skepticism with new clients. [00:10:48] Learning from both positive and negative reviews to improve your business. [00:12:03] Making it easy for clients to leave reviews and creating a consistent review process. [00:13:49] Turning negative experiences into opportunities for growth through feedback. [00:14:32] The value of video testimonials in building trust with future clients. [00:15:17] Why referrals remain the highest-quality source of new business. [00:16:07] Building contractor relationships and staying top of mind through consistent follow-up. [00:17:01] Using constructive criticism to improve your customer experience. [00:18:41] Leading with value before asking for referrals. [00:19:47] Creating systems to track referrals and maintain regular client touchpoints. [00:20:47] Word-of-mouth marketing as the most powerful, yet least measurable, growth channel. [00:22:26] Common reputation mistakes that can quickly damage an investing business. [00:25:22] Turning a strong reputation into scalable business growth. [00:26:14] Actionable steps investors can implement immediately to strengthen their reputation. [00:27:52] Building follow-up systems and reconnecting with past contacts. [00:29:33] Nurturing your strongest referral sources for long-term growth. [00:30:23] Final lessons on protecting and leveraging your reputation throughout your investing career. Quotables: "You can out spend competitors, but you can't outpace a strong reputation." "Your next deal comes from your last deal, and you want to be known as someone who's fair, consistent, and reputable." "When people don't just refer competence, they refer how you made them feel." Links RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ info@rcncapital.com REI INK https://rei-ink.com/

  4. Jul 14

    How Customer Experience Drives Property Value

    In this episode of Uncontested Investing, Nate Zielinski and Suzanne Andresen unpack the hidden return on investment behind great customer service in real estate. They break down how tenant experience drives income stability, reduces vacancy and turnover, and ultimately increases property value. From predictable communication and preventative maintenance to celebrating tenant milestones and leveraging online reviews, they share practical, tactical ways investors can build tenant loyalty without overspending. They also cover common mistakes that erode value, how to balance service with profitability, and the key performance indicators every investor should track.   Key Talking Points of the Episode   [00:00:00] Introducing the hidden ROI of great service [00:01:11] Why customer experience matters as much as cap rates and comps [00:01:28] Property value as physical, operational, and experiential [00:02:10] How tenant retention drives rent growth and resale value [00:03:57] Tenant experience, income stability, and net operating income [00:04:17] The math behind reducing vacancy loss and turnover [00:06:10] Trust, respect, and reliable rent payments [00:06:58] Offering fair concessions and staying responsive [00:08:17] Avoiding the "turnover trap" and building tenant loyalty [00:09:17] Creating community and treating tenants as customers [00:10:06] What tenants value most: fast resolution and fair treatment [00:10:47] How neglect leads to resentment and turnover [00:11:43] Trust, comfort, and lease renewal [00:12:16] Celebrating tenant milestones and timing upgrades around renewals [00:13:32] Making great service tactical: speed and responsiveness [00:14:01] Predictable communication and preventative maintenance [00:15:13] Replacing aging appliances before they fail [00:15:35] Balancing portfolio growth with caring for current units [00:16:31] Managing risk and maintaining professional, consistent interactions [00:18:07] Scaling customer service as your portfolio grows [00:18:30] How great service drives NOI, occupancy, and cash flow [00:18:53] Word-of-mouth referrals and reviews in multifamily properties [00:20:10] Using tenant testimonials and retention history to build buyer confidence [00:21:23] Reviews, reputation, and digital leverage [00:22:19] Using AI and code enforcement to manage difficult tenants [00:23:57] The cost of negative reviews and rising vacancies [00:24:42] Hiring a property manager and controlling your online presence [00:25:44] How great tenants drive revenue and reduce wear and tear [00:27:52] Common mistakes that destroy property value [00:29:19] Balancing great service with profitability [00:31:35] Tools, KPIs, and staggered leases for scaling service [00:34:17] Recap: the short-term and long-term ROI of great service Quotables "Property value isn't just physical. It's operational, experiential." "Trust leads to comfort, which leads to renewal." "You don't have to spend more. You just have to care more and execute better." Links RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ podcast@rcncapital.com REI INK https://rei-ink.com/

  5. Jul 7

    Why Experience Beats Price in Real Estate Investing

    In this episode of Uncontested Investing, Nate Zilinski and Suzanne discuss how real estate investors can create a five-star customer experience throughout every stage of a transaction. From the first phone call and property walkthrough to presenting offers, maintaining communication through closing, and following up afterward, they examine the habits that build trust, strengthen relationships, and generate referrals. They also cover handling negotiations, overcoming unexpected obstacles, balancing efficiency with personalization, and using AI as a tool to enhance—not replace—authentic communication. Experience often becomes the deciding factor in today's competitive market.   Key Talking Points of the Episode   [00:00:00] Why creating a five-star experience sets investors apart. [00:01:24] Why experience often beats offering the highest price. [00:02:07] Building relationships throughout both buying and selling transactions. [00:02:48] Communicating with tenants before selling an occupied property. [00:03:08] Making a strong first impression during the initial conversation. [00:04:02] Presenting offers with empathy and clear reasoning. [00:05:19] Following up after closing to build long-term relationships. [00:06:23] Why responsiveness creates trust and competitive advantage. [00:07:35] Learning each client's situation before focusing on the transaction. [00:08:48] Earning the second conversation instead of rushing to close the first. [00:09:23] Asking better questions to understand long-term goals. [00:10:18] Identifying timelines, challenges, and emotional drivers. [00:10:56] Creating a professional property walkthrough experience. [00:12:34] Sharing your vision for the property while respecting the seller. [00:13:37] Being transparent about property issues before inspections. [00:14:04] Explaining investment offers instead of simply presenting a number. [00:15:09] Cash offers versus financed offers and providing certainty. [00:16:48] Maintaining communication between contract and closing. [00:18:08] Preventing uncertainty through scheduled updates. [00:19:50] Preparing for title issues, repairs, and timeline changes. [00:20:55] Responding quickly when unexpected problems arise. [00:22:42] Making the closing table a positive, memorable experience. [00:23:57] Capturing additional business after the transaction closes. [00:25:42] Earning referrals and Google reviews through exceptional service. [00:27:41] Turning great customer experiences into business growth. [00:29:06] Addressing negative reviews with transparency and accountability. [00:31:16] Balancing efficient systems with personalized communication. [00:32:04] Using AI to improve efficiency while maintaining authenticity.   Quotables   "Experience beats price… you don't always win because you offer the highest price. You win because you offer the best experience." "It's not about closing the deal on the first call. It's about earning the second call." "The closing table experience is paramount. Everyone wants to walk away a winner from that scenario. So make it smooth and celebratory, not transactional."   Links   RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ info@rcncapital.com   REI INK https://rei-ink.com/

  6. Jun 30

    Why Great Tenant Experiences Build Stronger Real Estate Portfolios

    In this episode of Uncontested Investing, Nate Zelinski and Suzanne Andreessen examine how exceptional customer service can transform tenant relationships into long-term assets for real estate investors. They explore proactive communication, preventive maintenance, transparency during rent increases, and the small gestures that build trust and encourage tenant retention. The discussion also covers balancing professionalism with personalization, leveraging technology and AI to improve responsiveness, and creating systems that strengthen investor reputations while reducing turnover. Strong tenant relationships ultimately lead to more stable cash flow, better referrals, and long-term portfolio growth. Key Talking Points of the Episode [00:00:00] Why communication is a competitive advantage for investors. [00:00:41] Creating proactive communication systems and seasonal maintenance updates. [00:01:11] Keeping tenants informed throughout maintenance requests. [00:01:54] Setting expectations for seasonal property responsibilities. [00:02:29] Building trust through transparency, including rent increases. [00:03:23] Framing lease renewals as relationship-building opportunities. [00:03:42] Preventing tenant frustration through thoughtful communication. [00:04:52] Small, low-cost gestures that create lasting tenant loyalty. [00:05:33] Building community through tenant appreciation events. [00:06:07] How customer service improves tenant retention and referrals. [00:06:36] Common customer service mistakes landlords should avoid. [00:07:16] Preventive property inspections as a proactive service strategy. [00:07:49] Balancing responsiveness without becoming overly accommodating. [00:08:43] Setting clear expectations while maintaining professionalism. [00:09:19] Connecting excellent tenant experiences to long-term portfolio growth. [00:10:22] Why reputation creates financing, partnership, and referral opportunities. [00:11:19] Three immediate actions investors can take to improve tenant experience. [00:12:10] Learning from tenant feedback early in an investing career. [00:13:35] Using technology and surveys to strengthen communication. [00:14:29] Leveraging AI to improve customer service efficiently. [00:15:47] Viewing tenants as long-term partners rather than income sources. [00:16:05] Customer service as a profit strategy through tenant retention. [00:16:50] Reducing vacancy and turnover costs through stronger relationships. [00:17:21] Planning tenant departures to minimize vacancy periods. [00:18:22] The financial benefits of longer tenancy and property care. [00:19:38] Why positive customer experiences generate powerful word-of-mouth marketing. [00:20:03] Understanding why tenants leave experiences—not necessarily properties. [00:20:49] Responsiveness as a core driver of tenant satisfaction. [00:21:27] Learning customer service from trusted vendor relationships. [00:22:12] Preventing resentment through timely communication during repairs. [00:24:37] Organizing maintenance requests with systems and technology. [00:26:36] Starting strong with an organized move-in experience. [00:27:56] Using tenant portals and digital tools to improve communication. [00:29:54] Leveraging technology for proactive property management. [00:30:36] Treating tenants like valued clients instead of obligations. [00:31:29] Creating memorable move-in experiences with thoughtful welcome touches. [00:31:59] Respectful communication and proper notice before property visits. [00:33:15] Remembering tenant milestones to strengthen long-term relationships.   Quotables "Your tenants are not just paying customers. They are the foundation of your portfolio's performance." "Tenants don't leave properties. They leave experiences." "Most investors see the tenant as income streams. The best investors see them as long-term partners." Links   RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ info@rcncapital.com   REI INK https://rei-ink.com/

  7. Jun 23

    Building a Property Services Empire: Scaling, Strategy, and Leadership with Bryan Lysikowski

    In this episode of Uncontested Investing, we sit down with Bryan Lysikowski, President of Property Services at Genstone, to talk about what it really takes to build and scale a vertically integrated real estate services company. Bryan shares his journey from starting ZVN Properties in 2005 on the field services and property preservation side, to navigating the challenges of COVID, taking on a strategic investment, and ultimately rebranding more than a dozen companies under the Genstone umbrella. It's a candid conversation about what happens when growth meets growing pains, and how leadership, integrity, and the willingness to get uncomfortable are what separate companies that survive from those that thrive. We also get into Bryan's philosophy on customer service across multiple verticals, how Genstone approaches AI and tech adoption, the origin story behind Acree Cabinetry, and what year two at Genstone looks like as the team shifts from laying the foundation to executing on it. Bryan also shares a passion project close to his heart, a nonprofit aimed at helping young entrepreneurs who may not follow a traditional college path but have the drive to build something of their own. If you're in property management, field services, or any service-based real estate business, this conversation is a strong reminder that the core fundamentals of integrity, accountability, and team-first leadership never go out of style no matter how much the market changes.   Key Talking Points of the Episode [00:00] Introduction [00:39] Bryan's start in field services and property preservation [01:06] Building Genstone's vertical integration strategy [01:56] ZVN Properties, the COVID crossroads, and joining Genstone [02:34] Core tenants of successful property management [04:08] Dealmaker/Dealbreaker: Pivoting through adversity [04:59] What leadership means to Bryan [05:39] Delivering world-class customer service at scale [06:21] How Genstone approaches AI and technology adoption [07:14] The story behind Acree Cabinetry [08:38] What's the Word: "Inspect what you expect" [09:18] Team as the foundation for 2026 success [09:52] Speaking on panels and advice for complex projects [11:21] Grading year one at Genstone and the road ahead [12:43] Passion project: A nonprofit for young entrepreneurs   Quotables "Success sometimes comes out of struggle." "Inspect what you expect." "What we're trying to do can't be accomplished by a single individual — it takes the entire team operating in unison."   Links Genstone www.genstonecompanies.com RCN Capital https://www.rcncapital.com/podcast https://www.instagram.com/rcn_capital/ info@rcncapital.com REI INK https://rei-ink.com/

  8. Jun 16

    Building a Real Estate Brand Through Social Media

    In this episode of Uncontested Investing, Nate Zielinski and Suzanne Andresen conclude their series on the many paths to success in real estate investing by examining the role social media plays in today's market. They discuss how investors can leverage platforms such as Instagram, Facebook, LinkedIn, TikTok, YouTube, and X to build credibility, attract opportunities, and strengthen relationships. The conversation highlights the value of combining industry experience with the skills of younger professionals who understand emerging technologies and digital marketing. Nate and Suzanne also cover content creation, paid advertising, analytics, community engagement, and how a strong online presence can help investors expand their reach while maintaining authenticity and local connections.    Key Points From This Episode: [00:00:00] The growing influence of younger professionals and social media in real estate investing.   [00:01:29] Understanding the social media landscape and choosing the right platform for your goals.   [00:02:08] Using Instagram for visual storytelling, renovations, team culture, and short-form content.   [00:04:14] Leveraging Facebook for community engagement, marketplace opportunities, and local networking.   [00:05:29] Building professional credibility and partnerships through LinkedIn.   [00:06:08] TikTok's role in brand awareness, viral content, and attracting new audiences.   [00:07:14] Using YouTube and X for education, market commentary, and audience engagement.   [00:08:30] Matching social media platforms to specific investing objectives.   [00:09:01] Creating a strong online presence through consistent branding.   [00:10:03] Expanding reach through engagement, commenting, and reposting content.   [00:10:49] Optimizing social media profiles to showcase credibility and experience.   [00:11:45] Building authenticity by sharing challenges, lessons learned, and behind-the-scenes moments.   [00:13:07] Creating engaging content that balances value and authenticity.   [00:14:05] Using property transformations, walkthroughs, and personal stories to connect with audiences.   [00:14:59] Debunking industry myths through educational content.   [00:15:34] Making content easy to consume through strong visuals, captions, and storytelling.   [00:16:09] How paid advertising can amplify successful content and business growth.   [00:17:37] Strategic uses for paid ads, including capital raising, recruiting, and partnership development.   [00:18:11] Starting small with advertising budgets and scaling based on results.   [00:19:51] Monitoring analytics to measure engagement, shares, leads, and watch time.   [00:21:45] Letting performance data guide future content strategy.   [00:23:36] Conducting regular reviews to align content with business goals.   [00:24:00] Using social media to engage with local communities and strengthen market presence.   [00:26:12] Sharing local market knowledge, trends, and neighborhood updates.   [00:27:43] Building trust, referrals, and deal flow through authentic community engagement.   [00:28:28] Combining experience and digital expertise to create long-term investing success.   [00:29:10] Recap of the series on multiple paths to success and the traits of successful investors.   Quotables: "Show the entire journey, not just the wins. It's that human aspect that makes you real." "Marrying the two generations and being open to new ideas they can bring is going to allow you to succeed in the industry for years to come." "It's consistent branding over time that wins out."  Links: RCN Capital: https://rcncapital.com/ REI Ink: https://rei-ink.com/

5
out of 5
24 Ratings

About

Uncontested Investing is your no-frills real estate podcast, hosted by Nate Zielinski and Suzanne Andresen. Designed for small to medium investors looking to scale their business, this podcast delivers practical advice that makes a difference. Each episode dives into the strategies, successes, and challenges of real estate investing, with Nate, Suzanne, and occasional expert guests sharing their insights. Whether you're a seasoned investor or just starting to grow your portfolio, tune in every Tuesday for actionable tips, valuable lessons, and the motivation to take your investing to the next level.