How RangeWater Aligns Operations and Feedback
S1E7 features Dana Hill, Senior Director of Engagement at RangeWater
In this episode of Feedback Fatigue, we cover:
Importance of Feedback: Hill emphasized feedback as essential for performance, connection, and trust. She noted that Gen Z values transparency over perfection, with trustworthiness linked to an average rating rather than a perfect score.
Operational Structure: Her day-to-day involves assessing resident concerns and online reputation data. RangeWater’s structured approach includes identifying properties needing improvement and celebrating top performers.
Alignment Across Departments: Being part of the operations team allows Hill to integrate feedback with operational metrics (e.g., occupancy, maintenance) across departments. RangeWater uses this data to make actionable improvements, enhancing resident experiences and property performance.
Training and Consistency: A BI tool and a reputation management toolkit provide transparent KPI tracking. Monthly trainings and accessible resources empower community teams to improve and align with company standards.
Incentivizing Performance: KPIs tied to bonuses motivate teams, making reputation management financially rewarding and ensuring company-wide alignment with Rangewater’s core values and performance goals.
Dana Hill on Linkedin: https://www.linkedin.com/in/danadhill/
RangeWater: https://liverangewater.com/
Apple Podcasts: https://podcasts.apple.com/us/podcast/feedback-fatigue/id1770584511
Spotify: https://open.spotify.com/show/5E1KUHoxNjTDCIVBtnwwUw
Website: https://www.widewail.com/feedback-fatigue
Revyse: https://community.revyse.com/c/multifamily-podcast-directory/feedback-fatigue
About Feedback Fatigue:
We're getting all this amazing resident feedback. What do we do with it? Learn the playbooks multifamily operators and industry experts are using to find success today. Hosted by Widewail’s Katie Ritter, National Accounts, Multifamily and Jake Hughes, Director of Marketing.
Learn more about Widewail: https://www.widewail.com/property-manager-reputation-management
Season 1 lineup:
S1E1: October 1st
Faith Barker
Marketing Manager, Trilogy
S1E2: October 8th
Josh Becerra
CMO, Pink Taco
S1E3: October 15th
Bobbi Steward
CEO, Revyse
S1E4: October 22nd
Rebecca Smith and Ashley Stran
Marketing & Business Development Director, Social Media Coordinator, WPM Real Estate Management
S1E5: October 29th
Janet Rosseth
Founder & CMO, Cadence Marketing Solutions
S1E6: November 5th
Kevin Wilson
Director of Marketing, Strategy & Planning, Southern Land Company
S1E7: November 12th
Dana Hill
Director of Customer Experience, RangeWater Real Estate
S1E8: November 19th
Michael DiMella
Managing Partner, CHARLESGATE
