In mid-February, the Columbus area was prepping for a massive snow and ice storm. While people were dashing to the grocery store and stocking up on supplies, District at Linworth’s maintenance team planned to serve their residents during the storm. As the snow and ice began to fall, the team decided to go All In and set up camp in the clubhouse for the night.
This hard work and dedication is the standard at District at Linworth. Lead technician Matt Jackson and turn tech Hannah Roberts created a culture of going above and beyond for their residents.
“We wanted to be here for our residents, and we thought the right thing to do was to stay the night in the clubhouse,” Hannah recalled. “We wanted to be here to start clearing snow at 5 a.m. so our residents could get to work.”
This relentless approach to customer service is paying dividends for the property’s Google score. District at Linworth is at a 4.5 and received 24 five-star Google reviews so far in 2022, 15 of which mention either Hannah or Matt.
“They are the customer service dynamic duo!” said partner and regional head Sal Gracia. “They define going above and beyond for residents, and you can always count on them to do the right thing when no one is looking.”
The winter storm in February is only one example of the team at District going above and beyond. In March, a distressed resident ran into the Leasing Office shortly before closing. Earlier that day, the resident had her car broken into at a trampoline park. Her purse was stolen, with her ID, keys and garage door opener inside. The resident feared the robber could easily break into her apartment or garage. Despite it being after 6:00 p.m., Hannah recognized this was an emergency and didn’t hesitate to jump in and help.
“She needed her locks changed and to get access to her garage,” Hannah said. “Given the situation, I knew it was the right thing to do.”
The team’s focus on customer service all started with Matt. If you scroll through District’s Google reviews, Matt’s name comes up more than any other associate. And you’ll quickly notice a trend. Matt is quick to take action, fixes things right the first time, and does it all with a smile. No matter how big or small the job is, Matt takes ownership of his work orders and always does the right thing for his residents.
“I always try to build genuine relationships with my residents,” Matt said. “I try to see their side of things and do whatever I can to help.”
Partner and regional service trainer Tad Hunter notices Matt and Hannah’s impact on District’s level of customer service.
“The residents absolutely love them. They always show them that people count by listening and assisting them with whatever they need,” Tad said. “Hannah has truly been the Batman of District while also helping the little Boy Wonder (Matt) as he trains to be a lead tech.”
When asked what their secret to providing excellent customer service is, Matt said “Hannah and I are just kind by nature. We always try to show up and be there for our residents whenever they need us.”
Providing excellent customer service is the first step to accomplishing our 2022 All In objective of a 4.5 Google review score. If we focus on providing excellent customer service and doing the right thing for our residents, the five-star Google reviews will follow.
Connor Group associates go above and beyond for our residents in every market. If you have similar stories, please share them in the comment section below.