Forty-four units without AC in the Texas heat. Ten renewal appointments. A customer service call list filled with concerns that need addressing right away. That’s an example of one day at Edison. In fact, that is what senior manager Krystal Ware and her team were tackling this Wednesday.
The Edison team focused on the solutions and planned a strategy to win the day. But there was one thing Krystal wouldn’t tolerate: excuses. Instead, they’re working daily to hit a $770K August revenue target to successfully position the property to sell.
As of the end of June, the Edison team was sitting at $716k.
“It takes a village. I’m split between Austin and Dallas, so I’m at Edison three days a week. For the last 90 days, (partner) Brad Dykes spent at least one day a week here,” said Krystal. “People at CSO are always asking how they can help us, and it definitely gives you the feeling that you’re not alone.”
In the first two months of 2023, Edison had a more than 40% denial rate. In the last 90 days, Edison also had 60 move-outs. Problems you would think would majorly impact turns and economic occupancy. Instead, with new turn techs Vincent Vasquez, Juemanio Baker and Hector Alpizar-Antonio, Edison completed 36 turns and hit their first turn goal of the year in June. Meanwhile, their economic occupancy is sitting at 87%.
“We knew we couldn’t play victim,” said Krystal. “We had to take control of the community perspective.”
To take control of the denial rate and move-outs, the Edison team boosted the physical facility and improved tours by focusing on show paths and their confidence. By focusing on those key areas, the team was able to get more renters by choice.
But the challenges don’t stop there. There has been a cast of all-stars on the roof of Edison trying to tackle the “smart” AC units. A list including partners Rodney Johnson, Rob Murray, Julio Amaya and Brad. Each unit is connected to 12-16 apartments, so when one AC unit goes out, at least a dozen apartments are left without AC.
The Edison team kept cool and found two solutions to the ongoing problem. They maintained a strong relationship with the vendor who can fix the units and customer service led by Krystal and newly tested out manager Jolanta Wisniewski.
“Jo blocks out two hours a day just to communicate to residents about the AC units,” Krystal said. “Her empathy makes people feel heard, and she’s been proactive on the communications front. This has been a game changer for customer service.”
Managing partner Larry Connor visited the property in the heat of the battle. He walked away with a sincere appreciation for the work our associates at Edison are doing on the front lines.
“Krystal, thanks to you, along with other key people on the team, for dealing with a very difficult, challenging situation and making huge progress,” Larry wrote in a memo to the team. “Clearly, as Brad said, the journey and challenges are not over, but I believe you’re on the right path!”
Manager in training Akeila Richardson and sales associate Hannah Balcar round out the Edison team. Krystal raved about their resiliency and relentlessness. She also credited Julioand lead tech Manny Melchor, who stepped out of the Dallas market to help.
As Edison pushes for the finish line and their August revenue target, let them know their efforts are noticed! Share a comment or a Winners’ Circle Card with the team!