Whether you are in the leasing office with general manager Lisa May, touring a unit with sales lead Montel Morgan, or troubleshooting a complex work order with partner and senior lead tech Freddy Martinez, each of these associates will tell you the same thing. Their success begins and ends with customer service.
“It sets the tone for your entire day,” said Lisa. “If I have a negative interaction with a resident because me or my team did not do the right things, it is really hard to shake that.”
When we say people count or do the right thing, that belief extends beyond our associates. It includes every resident who calls our communities home. Associates like Lisa, Freddy and Montel bring those values to life. The following stories reflect what happens when putting people first is more than a philosophy, it is a daily practice.
Lisa: Building a Culture of Care
Lisa’s story begins with Stephanie, a five-year resident at Austin Springs in Dayton. Recently, Stephanie was diagnosed with spinal cancer. Stephanie came into the leasing office and explained to Lisa that while she loved living at Austin Springs, her medical bills would make it difficult to afford her current home.
“I knew we had to do the right thing,” said Lisa. “We set up a transfer to a smaller unit on the first floor. It was something she could afford, and there were no stairs to worry about while recovering.”
As the move-in date approached, Stephanie returned to the leasing office, overwhelmed and emotional. Her family in California, who had planned to help her move, could no longer make the trip. Without hesitation, Lisa stepped in. She rallied her team, including general manager Leo Murphy, sales associate Alex Millard and turn tech LaCrease Sanders. Together, they moved Stephanie’s belongings into her new home.
“She was so grateful,” said Lisa. “She made us food, and completely unprompted, she left a five-star Google review. I can tell she is happy in her new home. She is already talking about renewing again when her lease is up.”
For Lisa, going above and beyond was never a question, it was an opportunity to lead by example. That commitment reflects a broader culture of service at Austin Springs, which currently holds the fourth-highest customer service score in the entire company at a 4.82.
“You are going to be with your resident for at least a year,” explained Lisa. “You want to love your residents, and you want them to love you. This was a great way to show our team what that kind of care and ownership can look like.”
Freddy: Small Moments, Big Impact
For Freddy, his most memorable customer service story was not a grand gesture. It was a simple moment that still stands out.
While working at Wheaton 121 in Chicago before the property’s sale in 2024, Freddy got to know an older resident named Angie. She lived alone and was fairly independent, with her son living out of state. Over time, while completing work orders in her home, Freddy built a genuine connection with her.
“I remember her always saying, ‘If I had a million dollars, I would give it to you,’” said Freddy. “She was always so grateful every time I would do a work order for her.”
One day, Angie received a walker that her son purchased and shipped to her. Freddy happened to be there for a maintenance request and immediately noticed the unopened box. Angie explained that she was unable to put it together herself.
To Freddy, it was a 30-minute task. For Angie, it might have taken hours. Without a second thought, he stayed after the work order was complete and assembled the walker for her.
“I could tell how happy it made her almost instantly,” said Freddy. “It was not hard for me, but it made a big difference for her.”
As Freddy put it, it is the small, unplanned moments that often make the biggest impression.
“Every time I provide excellent customer service, I feel grateful to get the chance to do it,” explained Freddy. “Even if it is something that feels so simple, it could have a huge impact on a resident.”
Montel: Taking the Time to Get it Right
For Montel, the impact of his work became clear last month when boxes of fresh fruit arrived at the Mezzo of Tampa Palms leasing office. The gift came from residents Jose Gabriel and Juan Carlos, a couple who moved in just weeks earlier.
They walked into the office in May, hoping to find a new home quickly. From their first conversation, Montel recognized English was not their primary language. Without missing a beat, he pulled out a translation app to keep the conversation flowing smoothly.
“They were surprised by that,” said Montel. “They told me that at other properties, no one made an effort to accommodate them. For me, it was just obvious what the right thing to do was.”
The couple found an apartment they loved and were ready to sign the lease. But there was one challenge left to navigate: their income statements. As owners of a produce business in Ecuador, their financial paperwork needed to be translated and reviewed thoroughly.
“They were very worried they would not be approved,” Montel said. “I reassured them that I would handle the details. It was the most extensive credit underwriting I have ever worked through, but I took the time and we got them approved.”
A few weeks after moving in, Jose Gabriel and Juan Carlos returned to the leasing office to show their appreciation. Along with the fresh fruit, they left a five-star Google review recognizing Montel’s effort.
A Shared Commitment
From Lisa’s leadership at Austin Springs, to Freddy’s instinct to go beyond the work order, to Montel’s problem-solving at Mezzo, each of these associates shows what it means to live our core values daily. They understand the resident experience shapes everything we do, and they take that responsibility personally.
Customer service is not a task to complete. It is the expectation that defines how we operate.