Winter 2019 2019 Partnership Property Management’s Award ...
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Connection 2019 Partnership Property Management’s Award Edition • CEO’s Pen • Employee Awards • New Property Corner • Certified Site Manager Awards • Community Service Winter 2019 “The customer’s perception is your reality.” --------------------------------- - Kate Zabriskie, Author of Customer Service Excellence - What’s inside Words of Wisdom “The Customer is Always Right” I grew up in the small North Carolina town of Jackson, NC, population about 900. My Dad and Granddad owned a very modest grocery store, with wood floors covered in oiled sawdust. I started working there when I was 6, spreading sawdust, sweeping floors numerous times a day, and bagging groceries. You know that new trend the kids talk about these days where stores actually deliver groceries to your door? Well, that used to be a service offered by most grocery stores decades ago. I would ride in the back of our old Chevy pickup truck with the groceries, and would hop out with one or two bags at each stop in town. All the stores did it; you had to, that’s what the customer wanted. The town used to have 5 stores on Main Street that sold groceries in Jackson 50 years ago. Now, I think there is only 1, and for a while, I think there weren’t any grocery stores at all. Mega stores, farms and factories tend to gobble up or dry up small businesses. Jobs leave the area and/or the country, and without jobs, it is hard for a town or region to support itself. The customer wants convenience and quality and low prices. It is really hard for a small business to compete these days due to cheap products ordered from on-line merchandisers and made in other countries. However, as the economy improves, some of the old ways are coming back: store- to-door delivery, small specialty shops, and even a few more USA- made products on the market. One rule of thumb is still around. That is, “The customer is always right.” My Dad had a sign posted in our grocery store in plain view, so it had to be so. I never fully agreed with that premise for many years, as I would observe the “customer” getting angry over nothing, not paying their grocery accounts for months, breaking eggs and wanting free replacements, and expecting instant service when we were over run with customers. How could it be, always right? CEO’s Pen
Transcript of Winter 2019 2019 Partnership Property Management’s Award ...
Connection2019 Partnership Property Management’s Award Edition
• CEO’s Pen• Employee Awards
• New Property Corner• Certified Site Manager Awards
• Community Service
Winter 2019
“The customer’s
perception is your
reality.” ---------------------------------
- Kate Zabriskie, Author of
Customer Service Excellence -
What’s inside
Words of Wisdom
“The Customer is Always Right”
I grew up in the small North Carolina town of Jackson, NC, population about 900. My Dad and Granddad owned a very modest grocery store, with wood floors covered in oiled sawdust. I started working there when I was 6,
spreading sawdust, sweeping floors numerous times a day, and bagging groceries. You know that new trend the kids talk about these days where stores actually deliver groceries to your door? Well, that used to be a service offered by most grocery stores decades ago. I would ride in the back of our old Chevy pickup truck with the groceries, and would hop out with one or two bags at each stop in town. All the stores did it; you had to, that’s what the customer wanted. The town used to have 5 stores on Main Street that sold groceries in Jackson 50 years ago. Now, I think there is only 1, and for a while, I think there weren’t any grocery stores at all. Mega stores, farms and factories tend to gobble up or dry up small businesses. Jobs leave the area and/or the country, and without jobs, it is hard for a town or region to support itself. The customer wants convenience and quality and low prices. It is really hard for a small business to compete these days due to cheap products ordered from on-line merchandisers and made in other countries. However, as the economy improves, some of the old ways are coming back: store-to-door delivery, small specialty shops, and even a few more USA-made products on the market. One rule of thumb is still around. That is, “The customer is always right.” My Dad had a sign posted in our grocery store in plain view, so it had to be so. I never fully agreed with that premise for many years, as I would observe the “customer” getting angry over nothing, not paying their grocery accounts for months, breaking eggs and wanting free replacements, and expecting instant service when we were over run with customers. How could it be, always right?
CEO’s Pen
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CEO’s Pen Continued...
In property management, when a customer complains, they are right more times than we like to admit. You know those long conversations when a customer/resident keeps going over the same details again and again? I have found that with many of those calls or conversations, if I tell the resident they are right, that we should have cut the grass sooner, or fixed their door knob last week, or wished we could have scraped snow a day earlier, the conversation normally takes a turn for the better. In many cases, residents who call me are unhappy about how they were talked to or treated by our company representatives. If you start to get defensive and argue with the resident, you are just prolonging the conversation and making them madder in most cases. Without throwing anyone under the bus, you can repeat our policies and say that our staff should always be courteous, respectful and honest. Or, our company should always fix maintenance issues in a timely manner, or, just state what our policy is and agree that the situation they described is different than our intent. You might just make them happy. You just generally confirmed that they are right. I state policy to unhappy persons a lot. And my intent as always is to see that our policies are followed consistently and professionally. Even when a customer is very very wrong, and very very angry, try the following:
1. First and foremost, stay calm, stay calm, stay calm; 2. Don’t get defensive and start calling them a liar directly or indirectly, use your ears as much as possible; 3. Confirm what our policies are in a pleasant manner, without throwing anyone under the bus; 4. At the very least, you can thank them for voicing concerns, and assure them that we always want to work as hard as possible to do a professional job and make their living experience with us as pleasant as possible. If we fell short this time, we’ll try harder next time; 5. Make a note to drop by and say hello. Face-to-face is under rated these days, but can still work miracles. The customer is always right to complain if they are unhappy, because that is their right. Directly or indirectly, they are encouraging us to do a better job, and that is always right (since there is always room for improvement). And they deserve good customer service from our company, because keeping our customers happy is our job. Once again, they are right. I know that I will still not think what the customer says or does is always right in the up close and personal view. But, I am willing to back up and look at the big picture, even if it means standing on Mars and looking back down to earth. Earth to Mike, the customer is always right! That philosophy will improve customer service dramatically! Thanks Dad.
Happy New Year to all, and let’s make 2019 the best year yet!! Mike Holoman, CEO/Partner
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Congratulations To Winners!
Greensboro, NC Regional MeetingDirector’s Choice Award
Director’s Choice Award
Resident Activities Award
President’s Choice Award
Rick Allen, President/PartnerKarl Stevenson, MC ~ Collinswood & Woodrun, Elkin, NC
Ed Dallape, Executive Director of Property Management
Compliance Award
Doug Williams, MC ~ Applegate Village & Summerfield, Sanford, NCEd Dallape, Executive Director of Property Management
Lois Mitchell, SM ~ Farm Ridge, Farmville, VA
James Dennis, MC ~ Colonial Ridge, Gretna, VALinda Walters, SM ~ Nugget Ridge, Christiansburg, VA
Susan Elliott, Senior Regional Property ManagerRosa Brimmer, SM ~ Martins Landing II, Martinsville, VA
Michelle Meeks, Director of ComplianceLisa Borkowski, SM ~ The Retreat at
Statesville, Statesville, NC
Diane Billerman, SM ~ Hillside & Riverside, Lincolnton, NCLindsay Arnold, Resident Activities Administrator
Territory Award
Leo Cash, MC ~ Massanutten Valley, Stanley, VA
Territory Award
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Congratulations To Winners!
Lisa Borkowski, SM ~ The Retreat at Statesville, Statesville, NCChrist Blalock, MC ~ The Retreat at Statesville, Statesville, NC
Lisa Smith, Regional Property ManagerShawn Waterson, MC ~ Cedar Glen, Conover, NC
Terry Beidleman, MC ~ Longview Village, Wytheville, VAGaynell Parker, Associate Property Manager
Robin White, SM ~ Timberwood, Jonesville, NCDon Grogg, MC ~ River Place, Buckhannon, WV
Jim Spinks, MC ~ The Village at Stone Creek, Asheboro, NCLeon Alston, MC ~ Windsor Arms, Siler City, NC
Kim Stevens, Regional Property ManagerGrace Steed, SM ~ Meadowview, Randleman, NC
Donna Adams, SM ~ Rama Woods, Randleman, NC
Kevin Crane, MC ~ Stokesburg Meadows, Walnut Cove, NCKelly Griffith, SM ~ Stokesburg Meadows, Walnut Cove, NC
Donna Wall, Associate Property ManagerSavannah Stewart, SM ~ Riverview, Eden, NC
Donnie Mabe, MC ~ Riverview, Eden, NC
Greensboro, NC Regional Meeting
New Property Corner and Property Updates
Territory Award
Territory Award
Territory Award
Territory Award
Submitted by: Sandy LucasVice President
The first quarter of 2019 will be a busy one. Lease-up is in process at Arbors Park, a 64-unit elderly property in
Ayden, NC. Windgate Apartments, a 56-unit family property in Jacksonville, NC is under construction and lease up will commence in early 2019. Lafayette Park, a 72-unit family
property in Fayetteville, NC is also under construction and will open later in 2019. We have 9 properties throughout North Carolina that will undergo renovations during 2019. All are Rural Development properties and will either become Tax Credit sites or remain Tax Credit sites. It will be exciting to see the transformation of these properties, especially Crest Knolls and Pinewood Park, which were built in the late 1970s.
Arbors Park, Ayden, NC
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Congratulations To Winners!
Rocky Mount, NC Regional MeetingDirector’s Choice Award
Resident Activities Award
President’s Choice Award
Betty Nichols, SM ~ Fieldale, Smithfield, NC& The Meadows, Selma, NC
Rick Allen, President/Partner
Compliance Award
Ray Pittman, MC ~ Deerfield, Enfield, NC & Drew Hills, Battleboro, NC
Suzanne Turner, Director of Property ManagementBecky Selvek, SM ~ Bowman Manor & Glenbrook
Meadows, Garner, NC
Shirley Peace, SM ~ Pine Tree & The Willows, Oxford, NCKelly Searcy, Regional Property Manager
Theresa Gregory, SM ~ Oak Ridge, Oxford, NCErnest Williams, MC ~ Piedmont Village, Butner, NCAR Floyd, MC ~ Pine Tree & The Willows, Oxford, NC
Theresa Gregory, SM ~ Oak Ridge, Oxford, NCMichelle Meeks, Director of Compliance
Betty Nichols, SM ~ Fieldale, Smithfield, NC & The Meadows, Selma, NC
Dot Sellers, SM ~ Burnside Village, Hookerton, NCLindsay Arnold, Resident Activities Administrator
Territory Award
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Congratulations To Winners!
Lisa Hopkins, SM ~ Springbrook, Wilson, NCJessica Worsham, Associate Property ManagerDoug Boswell, MC ~ Springbrook, Wilson, NC
Mike Edge, MC ~ Park Place, Snow Hill, NCJo Lynn Herbert, SM ~ Brittany Place, Washington, NC
Lacy Bratton, Regional Property ManagerBJ Causey, SM ~ Deer View, Ayden, NC
Donnie Smith, MC ~ Aldersgate I & II, Greensboro, NC
Shamonica McNeil, SM ~ Deerfield, Enfield, NC & Drew Hills, Battleboro, NCVivian Barnes, SM ~ Cedar Grove, Seaboard, NC
Shavonda Shaw, Associate Property ManagerThermon Pittman, MC ~ Beal Street Square, Rocky Mount, NC
Bob Chavis, MC ~ Hawthorne Village & Scotland Arms, Scotland Neck, NC
Nikki Edwards, SM ~ The Hedges, Benson, NCChristina Young, SM ~ Heatherton Park, Jacksonville, NC
Diane Shortridge, Associate Property ManagerCedell Johnson, MC ~ Wake Acres, Apex, NCCarlton West, MC ~ The Hedges, Benson, NC
& The Meadows, Selma, NC
Rocky Mount, NC Regional Meeting
Territory Award
Territory Award
Territory Award
Territory Award
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Congratulations To Winners!Congratulations To Winners!
Asheville, NC Regional Meeting
Rick Allen, President/PartnerTony Harper, MC ~ The Griffin, Asheville, NC
President’s Choice Award
Nina Chernous, SM ~ Annandale, Broadway, Laurel Bridge, Merrimon,& Weaverville Commons, Asheville, NC
Jeff Holoman, Vice President/Partner/Director of Property Management
Director’s Choice Award Director’s Choice Award
Compliance Award
Joyce Chambers, SM ~ Westmore, Asheville, NCBecky Stevens, Executive Director of Property Management
Al Halle, MC ~ Cross Creek, Lenoir, NC
Michelle Meeks, Director of ComplianceLinda Schreiber, SM ~ Pinewood Plaza, Granite Falls, NC
Sheila Benjamin, SM ~ Oak Haven, Hendersonville, NCLindsay Arnold, Resident Activities Administrator
Angie Gwaltney, SM ~ Northpoint Commons, Asheville, NC
Resident Activities Award
President’s Choice Award
Rick Allen, President/PartnerHerbert Page, SM ~ Gateway Village, Gastonia NC
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Congratulations To Winners!Congratulations To Winners!
Asheville, NC Regional Meeting
Scott Willis, MC ~ Village Creek, Morganton, NCChuck Causby, SM ~ Blue Ridge, Valdese, NC
Julie Carlisle, Associate Property ManagerDenise Byers, SM ~ Willowbrook, Lenoir, NC
Kyle Dunn, MC ~ Cedar Run, Lenoir, NC
Scott Holtz, MC ~ Knollridge & Mountain Villa, Greeneville, TNDavid Lewis, MC ~ Hillcrest, Mountain City, TN
Melissa Keller, Associate Property ManagerLinda Coffey, SM ~ Hillcrest, Mountain City, TN & Pine Ridge, Newland, NC
Dianna Lawrence, SM ~ Crest Knolls & Ridgeway, Taylorsville, NC
Marvin O’Dell, MC ~ Robins Park, Robbinsville, NCKathy James, SM ~ Robins Park, Robbinsville, NC
Pat Shelton, Senior Regional Property ManagerTrudy Wisdom, SM ~ Viewmont, Newport, TN
Bill Murphy, MC ~ Crowell Park, Asheville, NCAlyssa Thalmann, SM ~ Larchmont, Asheville, NCMaxine McLaughlin, Regional Property Manager
Maxine DeBruhl, SM ~ Villas at Fallen Spruce, Asheville, NCJohnny McMorris, MC ~ Larchmont, Asheville, NC
Carolyn Kinney, SM ~ Sugar Hill, Hendersonville, NCDavid Johnson, MC ~ Connor Creek & Jackson Parkview, Hendersonville, NC
Blanca Sanchez, Regional Property ManagerPenny Pearson, SM ~ Highland View, Hendersonville, NC
Todd Miller, MC ~ Laurel Village, Brevard, NC
Territory Award Territory Award
Territory Award
Territory Award
Territory Award
Kathryn Cumberland, SM ~ Kensington Gardens, Shelby, NCKathleenn Koscheck, SM ~ Park at Cline Village, Conover, NC
Jim Voltmer, Regional Property ManagerJoey Lane, MC ~ Cottages at Crestview, Rutherfordton, NC
Darrell Howell, MC – Cypress Glenn, Shelby, NC
Territory Award
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Congratulations To Winners!Congratulations To Winners!Congratulations To Winners!Congratulations To Winners!Congratulations To Winners!
April Forrester, SM ~ Hartwood Village & Pinebridge, Hartsville, SC
Rick Allen, President/PartnerVickie Sanford, SM ~ Woodcreek Village
& Countryside, Raeford, NC
President’s Choice Award
Shane Bewley, MC ~ Springfield, Darlington, SCEmily DeMasters-O’Brien ~ Director of Property Management
Joyce Marusich, SM ~ Valley View, Fountain Inn, SC
Director’s Choice Award
Director’s Choice Award
Travis Yarborough, MC ~ The Highlands, Southern Pines, NCTravis Walters, Director of Property Management
Teresa Lawson, SM ~ Berry Court & Berry Park, Chadbourn, NC
Karan Bullock, SM ~ Woodfield I & II, Fairmont, NCMichelle Meeks, Director of Compliance
Deidra Hummel, SM ~ Westwind Village I & II, Gaffney, SC
Compliance Award
Resident Activities Award
Patsy Hayes, SM ~ Wesley Ridge, Lumberton, NCLindsay Arnold, Resident Activities AdministratorDon Bowen, SM ~ Ivy Terrace, Bishopville, SC
Karen Wiedmer, SM ~ The Highlands, Southern Pines, NCJames Hunsucker, MC ~ Westwood, Troy, NCTammy Douglas, Regional Property Manager
Dennis Green, MC ~ Ridge Run, Albemarle, NC
Territory Award
Florence, SC Regional Meeting
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Congratulations To Winners!
Florence, SC Regional Meeting
Johnny Parker, MC ~ Fairfield, Gaffney, SCJackie Lee, SM ~ Springbrook, Seneca, SC & Westminister East, Westminister, SC
Lisa Oglesby, Senior Regional Property ManagerMary Beth Sarratt, SM ~ Fairfield & White Oak, Gaffney, SC
Dennis Sanders, MC ~ Fairfield, Gaffney, SC
Kenny McCants, MC ~ Kings Crossing, Kingstree, SCDebra McCants, Senior Regional Property Manager
Janet McCrea, SM ~ Kings Pointe, Queen Ann & Royal Knight, Kingstree, SCClaudette Trippe, SM ~ Edisto Terrace, Walterboro, SC
Wilbur Thomas, MC ~ Pinebridge, Hartsville, SCGloria Denning, Regional Property Manager
Tymika Witherspoon, SM ~ Miller Grove, Lancaster, SCDon Bowen, MC ~ Ivy Terrace, Bishopville, SC
David Ralph, MC ~ Silver Trace, Marion, SCChelise Smith, SM ~ Conwayborough & The Oaks, Conway, SC
Lisa F. Smith, Regional Property ManagerBrenda Greene, SM ~ Silver Trace, Marion, SCHarold Ivey, MC ~ Lake View, Lake View, SC
Territory Award Territory Award
Territory Award Territory Award
Vickie Hunt, SM ~ Baldwin Place & Brookside, Maxton, NCTim Lindsey, SM ~ The Pines & Falling Creek Village,
Rockingham, NCChad Bixler, Regional Property Manager
Billy Coxe, MC ~ Countryside, Raeford, NCRodney Smith, MC ~ Woodlawn, Aberdeen, NC
Territory Award
Henry Hunt, MC ~ Fairwoods & Woodfield II, Fairmont, NCKaran Bullock, SM ~ Woodfield I & II, Fairmont, NC
Mark Horton, Associate Property ManagerLetitia Freeman, SM ~ Chadwick Place, Chadbourn, NC
& Gooden Village, Elizabethtown, NCJames Daniel, MC – Gooden Village, Elizabethtown, NC
Territory Award
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Certified Site Manager Awards
Betty Barksdale, SM ~ Winningham Village, Marion, NCMichelle Meeks, Director of Compliance
Asheville
Patricia Smith, SM ~ Gate Bay I & II, Conway, SC • Tymika Witherspoon, SM ~ Miller Grove, Lancaster, SCMarie Shepard, SM ~ Westwood, Troy, NC • Jackie Lee, SM ~ Springbrook, Seneca, SC & Westminister East, Westminister, SC
Lisa Mitchell, SM ~ Page Square, Pageland, SC • Zokie Lampley, SM ~ Long Branch & Mill Pond, Dillon, SCFrankie James, SM ~ Lake View, Lake View, SC • Brenda Greene, SM ~ Silver Trace, Marion, SC • Charlotte Burris, SM ~ Wesleyan Homes II, Troy, NC
Florence
Cynthia Correa, SM ~ Applegate Village & Summerfield, Sanford, NC • Saundra Scotton, SM ~ Pine Glade, Siler City, NCEstelle Steele, SM ~ Ridgemont Place, Maydon, NC • Grace Steed, SM ~ Meadowview, Randleman, NC
Donna Adams, SM ~ Rama Woods, Randleman, NC
Shamonica McNeil, SM ~ Deerfield, Enfield, NC & Drew Hills, Battleboro, NC • Edith Blue, SM ~ The Village, Dunn, NCRuby Little, SM ~ Piedmont Village, Butner, NC • Hazel Parker, SM ~ The Elms, Elm City, NC & Oakdale, Middlesex, NC
Beatrice Shaffner, SM ~ Jakes Ridge, Oxford, NC • Nikki Edwards, SM ~ The Hedges, Benson, NC
Greensboro
Rocky Mount
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Congratulations To Winners!Community Service
Partnering With Northwest Guilford Area Backpack Ministry
Since 2011, Partnership Property Management employees have partnered with the Northwest Guilford Area Backpack Ministry, providing school supplies and food to eligible children in five area elementary and middle schools. The school supplies provide the children with some of the tools they will need for a successful school year. However, for many of these children, the more urgent need is food! The food provided by this program helps sustain the children over weekends.
The Northwest Guilford Area Backpack Ministry, founded in 2010 by Oak Ridge UMC, has been a blessing to hundreds of children each year. At last count, 23% of children in Northwest Guilford County are food insecure. These children rely on free or reduced lunch programs at their schools, but these programs do not provide them with food for the weekends. In some areas where the need is even greater, there are government-run programs to help, but not in the Northwest area of Guilford County. Many of these families are barely making ends-meet and any unexpected bill or doctor visit can leave them having to choose between paying the bill and buying food. The goal of this program is to provide children each Friday with a backpack filled with nutritious, kid-friendly foods. They have reached this goal and done so much more. In addition to food, they provide school
supplies at the beginning of the school year, birthday and Christmas gifts for the children, as well as holiday meals for the families.For nine years we have been happy and proud to partner with Northwest Guilford Area Backpack Ministry and help them in their quest to end childhood hunger. Hopefully we will be able to help for many years to come.
Submitted by: Arlene HolomanCommunity Service Coordinator
