This is the second in our new series in People & Properties entitled, How Do They Do It? We are interviewing a wide range of team members including Development Directors, Development Managers, Property Accountants, Regional Managers, Property Managers, Property Accounting Assistants, Project Managers – and the list goes on. We’ll be asking questions about how they do what they do. In this issue, we are posing the following question to several Property Managers with Cohen-Esrey Communities (CEC).

What is the most important thing you do to deliver Customer Fulfillment?

Trisha Parsons (2018), The Boulevard, Springfield, IL

I always have a smile on my face when anyone comes into the office and I greet them by asking how they are doing today and how can I help them. We make visitors, and our residents, feel comfortable as soon as they enter the office and when outside walking the property. We always makes an ongoing effort to assist our residents that have health or mobility issues with their renewals and lease signing by going to their homes so they can sign their paperwork. For our residents that do not have those issues, we even go their homes or stay late to assist them.

We regularly help our residents obtain rental assistance from local agencies as soon as they indicate they are having issues paying their rent. We encourage early communication in that process to assist with other agencies. I call the agencies with the resident in the office to help set up their appointment. During the initial COVID-19 pandemic, I took it upon myself to sign up some of our residents for rent assistance, as they were confused on how to apply. They were so grateful for this assistance instead of sending them through a process that they did not already understand.

We frequently help our residents with their personal life issues by occasionally taking a few of them to the store, assisting them with paying their bills, assisting them with their unemployment claims, feeding and watering their pet when they go on vacation or need to leave town for emergencies, retrieving their packages and bringing them to the office. And we’ve helped some of our residents with tidying and cleaning their home. We also are quick to help with work orders, picking up trash, and helps with lawn maintenance, and snow and ice removal from the sidewalks and steps. And we watch out for our resident’s children every day.

Kathy Cogdill (2004), Old Orchard Estates, Carbon Cliff, IL

We strive to exceed our customers’ expectations. We as a team feel that good customer service is an absolute must at our property. What we try to do to accomplish is to exceed our residents’ expectations. We feel that we can succeed at this by doing things for our residents that they don’t expect or have not experienced anywhere else they have lived. We like to have fresh flowers and a note from the team welcoming them in their apartment at move in. Highlighting residents in our monthly newsletter. Always making sure that we ask them if there is anything we can do for them while we are completing a service request in their home. Different social activities for the children on the property like having hot chocolate and cookies for them when they get off the school bus. Resident picnics, ice cream stands or watermelon on hot summer days. Just sending them a thank you note for making Old Orchard Estates their home. We try to treat our residents with professionalism, patience, and a people-first attitude.

Rosaline Arce (2022), Loretto at Creekside, San Antonio, TX

The most important thing I do to ensure Customer Fulfillment is to be authentic. This means that I don't need to act up-tight or boastful. By being true to myself, I can establish a connection with my prospects and renters. By creating a rapport with them, I can engage in meaningful conversations and provide human interaction. Although technology and robots are becoming more prevalent, taking time out of my day to connect with someone who walks in and is having a bad day can make them feel heard and valued. By being myself, I can ensure that I am giving my best and creating a positive impact every single day.

Heidi Hess (2021), Park Edge, Lenexa, KS

The most important way that I deliver Customer Fulfillment is by communicating with our residents. If we promise something, we follow through with the promise. If we are unable to meet or complete what we promised, one of our team members reaches out to explain and give the updated timeline for completion. 

Laureen Woods (2022), Brighton Creek, Kansas City, MO

Going above and beyond when necessary is within our power.  Delivering good service is second nature to my team and me.  We always end the conversation with “my pleasure.” Customer Fulfillment means doing the right thing morally and professionally.

To me it is a never-ending cycle that starts from the first time we answer the phone until the resident moves out and turns in keys and then it doesn’t end because people move back to the same community where they encountered amazing service.

Going above and beyond must be within your character. Sometimes it is self-taught and sometimes you just have that knack. Customer Fulfillment means calling the resident for every single completed work order; calling one week after move-in to see if they are settling in; calling six months into their 12-month lease to ensure their stay has been good thus far so we can capture the renewal when it is time. 

This means so much to me personally and I believe our retention number shows it.