Our SMTs got the best (or the worst) of both Halloween and Thanksgiving. During a recent trip to the Central Support Office, regional heads Kristen Rutledge and Dan Pisegna, area manager Payton Stone and CEO Bob Lloyd paid the consequence for losing the October Google review competition.
The SMTs were judged on the percentage of properties in their markets who hit the Google benchmark for the month. The cut off? Anything less than 100 percent meant grab the pink highlighter. Regional head Brad Dykes, who won the competition, schemed with regional head Sal Gracia and executive assistance Stacy Agarwal to come up with the consequence – turkey costumes.
“We live the circle of success top to bottom,” Brad said. “I’ve seen it through Larry and throughout the organization. When we commit to doing something and we don’t do it, there has to be a consequence.”
Brad was confident senior director Michelle Murphy could carry out this initiative in Austin, San Antonio, and Chicago.
“To be clear, Michelle drove this result,” Brad said. “I told her, ‘Sink or swim I’m holding you accountable, but you have my full weight behind you in terms of R&R and consequences.’”
Michelle delivered on three markets, reaching 100 percent.
“We just followed the circle of success,” Michelle said. “We set clear expectations for each market and discussed how google reviews set us up for long-term success.”
Michelle said when striving towards a Google review benchmark be sure to:
- Create a hit list with residents you’ve built relationships with
- Roleplay the conversation with another associate
- Start with asking a resident what they love about the community.
- Make it easy for the resident and allow them to scan a QR code to leave the review
Congrats to our winners. And like our turkeys said, Happy Thanksgiving.