Multifamily Excellence: Treating Every Home Like a Castle
What if every apartment you managed was a castle? In this episode, host Mary Gwyn redefines customer service with a simple yet powerful mindset shift.
Mary Gwyn shares a profound lesson inspired by her team member Lisa Bisher, Director of Property Management: Every apartment home is someone’s castle. Whether it’s a luxury unit or a more modest apartment, embracing this perspective sets a new standard for how multifamily professionals should approach property management and the delivery of exceptional customer service .
Mary recounts a pivotal experience with a maintenance supervisor, emphasizing the importance of leaving a home better than you found it — no excuses. It’s not just about completing the task; it’s about treating residents and their homes with the dignity they deserve.
Drawing inspiration from the Ritz-Carlton’s legendary mission statement, "Ladies and gentlemen serving ladies and gentlemen," this episode challenges us to elevate our service by viewing every resident as a VIP and every unit as their castle.
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