Out of the four properties in Denver, last year, Gardens at Cherry Creek had a bad rep. The property’s customer survey score was a 2.9. They needed to fix work orders and improve the move-in experience.
Partner and regional vice president Kristen Rutledge picked up the phone and called senior manager Caiti Kopp.
“Kristen said I need a strong leader there and I think you know who that is. We got a job to do. Are you up for it? I definitely was,” Caiti said.
Caiti has been an asset in the Denver market since she began her tenure in 2021. This July, she made the switch from managing Alas Over Lowry to making her impact at Gardens at Cherry Creek.
“My first steps were figuring out what’s going well and what’s not going well. The team was already up and coming on the maintenance side,” Caiti said. “I have no doubt I’ve added a little pizzaz to it. It’s made it much easier to slide in and continue to get things more organized.”
Caiti credits turn tech Micah Glinski with helping the property improve its work order and move-in experience.
“He’s made huge changes,” Caiti said. “The tech piece was definitely something we needed to figure out at Gardens. He has been the answer for that. He knows how to fix things right the first time. He’s also trained new techs at Gardens, so we’re 100% caught up.”
Micah’s tech skills combined with Caiti’s organization took the property from a 2.9 customer survey score to a 4.63 over the last 90 days. This remarkable improvement catapulted Gardens to the number two spot in our company’s customer survey scores.
“Caiti is a difference maker,” Kristen said. “I can send her to any property, and she can turn it around.”
“I think once people hear I am coming, they know things are going to get organized and everyone’s going to know what they’re in charge of for the day,” Caiti added. “I am confident that’s an exciting part of me coming.”
Caiti uses her planner and the DPM to get herself and her team on the same page.
“I’m known for my organization, my communication and operations and those three things go hand in hand,” Caiti said.
On the sales side, Caiti has worked with sales associate Cameryn Bergman before, but this is her first time working with sales lead Morgan Bruzas. Whether the associate is a familiar face or not, her goal remains the same.
“Working with a new team, I’ve been able to revitalize myself and that brings some excitement back for me,” Caiti said. “My goal is to support them and set them up for success.”
Caiti is helping Gardens step up its organization by staying on top of deadlines and making sure the property is up to standard on quality white glove.
She also embraces the challenge of going to a property that needs help.
“There’s only one way to make a name for yourself and that’s by showing what a difference you can make,” Caiti said. “I enjoy going in the trenches and then being able to show the team where we can take the property.”
Caiti also enjoys the freedom to be herself.
“It’s something that was missing in my previous job,” Caiti added. “I think my ability to be my quirky self makes me more human.”
By being herself, she’s able to maintain authenticity with her team and residents.
“If I mess up, I’m quick to say ‘Hey, that’s 100% my fault,’” Caiti said. “I think having that accountability and just overcommunication with residents is key.”
Caiti says her long-term plan is to stay with Gardens until it’s sold. She believes with their grit and determination, this goal won’t take long at all.
“The only option is we get to 95% occupancy and we get Gardens sold,” Caiti said. “That’s what we’re going after right now.”