What does it really take to grow in the multifamily industry—and why does it often start with a wrench in your hand?
In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Geremiah Gonzalez https://www.linkedin.com/in/geremiah-gonzalez-cam-a5717bb7?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BIhGsQ3cxQ6qFLkOLggYoKQ%3D%3D , Community Director at Weidner Apartment Homes, to unpack his unique journey from maintenance technician to customer experience leader.
Geremiah shares candid lessons from the field, reflecting on how hands-on experience shaped his understanding of resident satisfaction, empathy, and what it truly means to serve.
From redefining the role of maintenance to finding the balance between enforcing policies and championing the resident experience, this episode is packed with insights for both industry veterans and newcomers looking to grow.
What’s covered in this episode:
-Why is customer experience deeper than “the customer is always right”?
-What mentorship and frontline work taught Geremiah about leadership and service.
-The maintenance experience directly affects a resident’s perception of home and care.
-How emerging professionals can grow by exploring every corner of the multifamily world.
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