The easy call would’ve been to say, ‘We can finish it tomorrow.’ But that is not how the service team at Estates at New Albany in Columbus operates.
Earlier this month at Estates, 19 AC work orders were open as temperatures slowly climbed into the 80s for the first time. Partner and executive senior regional service trainer Rob Murray, lead tech Andrew Miller and turn tech Todd Leonard refused to walk away.
One by one, they tackled each unit, staying on-site until the last air conditioner was repaired. By 9 p.m., cool air was flowing again and residents took notice, thanking them for refusing to throw in the towel. For Rob and his techs, it did not feel like a heroic moment. It felt like the new normal for a team that has committed to rebuilding their customer service standard.
“The techs are the front lines,” Rob explained. “They see residents all day every day, on the property, walking around outside and inside their homes. They’re the face of our customer service, and service is the key to operating a property that is successful.”
A resident-focused mindset is something Estates once lacked, until Rob and area trainer Katie Smith stepped in.
“Estates had a people problem that became a customer service problem,” said Katie. “When you have upset residents who don’t have that trust with our associates, you feel it at every level.”
This time last year, Estates was feeling that fallout. Customer service scores had dropped to a 3.23, and the team was not renewing at standard.
But over the past 12 months, Rob and Katie have helped lead a complete turnaround. Alongside property manager Carrie Hardiman, they are resetting expectations, rebuilding trust and delivering results.
In the past two months alone, the sales team at Estates has secured 70 approved rentals, 40 of them in May. That performance pushed occupancy into the 80s for the first time this year, with a 3% net gain in a single month.
“Wins like these are huge,” said Katie. “We’re finally operating like I’ve always known we can.”
Now, the renewal books are also aligned. The team at Estates has hit every single renewal goal except one this year. On the service side, their customer service score has surged to a 4.32, with the work order metric most improved at a 4.88.
What Rob has instilled in his techs, Katie and Carrie have mirrored in the leasing office. With Katie’s support, Carrie dove fully into our sales systems, reviewing the renewal books and ensuring each book’s goals are hit.
“Carrie has been side by side with the sales team every step of the way,” said Katie. “She is coaching in the moment and providing feedback in real time to ensure sales associates Amanda Hart and Katie Flanagan continue to improve their productivity.”
Amanda and Katie are putting up the numbers to match the mindset shift. May marked Amanda’s second consecutive month on our Top Sales Associates list, after locking down 26 transactions. And even though Katie is only three months in, she has yet to miss a single approved rental goal.
None of that is by accident. With Carrie focused on sales, Katie has honed in on culture.
“We have to focus on the fundamentals,” said Katie. “Accountability. Customer service. Sticking to the systems. Using our DPMs and IAMs to truly live the Circle of Success.”
“Before, our right hand didn’t know what our left hand was doing,” added Carrie. “Now, everyone is aligned. Every single person on this team is executing at an elite level right now.”
On the stat sheet, that execution may look simple, but behind every number is a high-impact associate holding the line. Rob joined the team at Estates in June of last year, and Katie followed in January. Together, they have created a culture where everyone understands how their role impacts results.
“We all help each other out,” said Rob. “Developing a team is important, and in my experience, you have to develop a team that actually gets along. Here, whoever needs help gets help.”
The work is not done, but at Estates at New Albany, the turnaround is real. Every day, Katie, Rob, Carrie and the entire team are proving what happens when leadership is consistent, execution is aligned and the right people lead from the front.