When lead tech Jeremy Smith started at The Connor Group in 2023, he did what came naturally and took ownership. He saw turns at Drexel at Oakley in Cincinnati as more than just tasks. They were opportunities to make a lasting impact on future residents. Jeremy’s ownership mindset quickly made him an asset across the entire market.
Soon, he was stepping in wherever he was needed, helping teams at Arbors of Anderson, McCauly Crossing and The Approach at Summit Park. His relentless work ethic and technical skills even earned him a promotion from turn tech to lead tech, where he continues to set the standard for service.
However, Jeremy has learned that being an elite associate isn’t just about skill and ownership. It’s about making the right call in the moment. And sometimes, the toughest lessons come when things don’t go as planned.
One of those moments occurred early on in Jeremy’s career in apartment 941 at Drexel. A resident’s air conditioner stopped working, and Jeremy was determined to fix it himself. He spent hours troubleshooting, trying to track down a short in the thermostat wire. The challenge? The short could have been anywhere between the fourth-floor roof and ground level.
“I spent hours trying to trace it, climbing up and down floors, troubleshooting every possible connection,” Jeremy said. “I didn’t want to seem like a bother in my new role, and I convinced myself it was a problem I could solve on my own.”
The longer he spent chasing the issue, the more it became clear that he wasn’t making progress. While he was stuck in problem-solving mode, the resident was stuck waiting. With outside temperatures climbing into the 80s, she had only a window unit to keep cool. It wasn’t enough.
Finally, Jeremy made the call to partner and senior service trainer Paul Leber. When Paul arrived, he immediately walked through a more strategic approach, pinpointing the most likely problem areas first.
“When Paul arrived, he was quick to assist and come up with a plan,” Jeremy said. “While we worked, he explained where I could have started my search. Ultimately, we found the short together on the first floor.”
That experience changed Jeremy’s mindset. “I’ve learned that asking for help is not a weakness, it’s a strength,” Jeremy explained. “Now, I do not hesitate to reach out to Paul or fellow lead techs.”
Since then, Jeremy has only grown as a leader. He still takes full ownership of every work order and turn, but he also knows when to lean on his team. He’s faster, more efficient and most importantly, he’s providing better service to residents. This is reflected in his outstanding 4.90 work order customer service score, clear proof of the trust and appreciation he’s earned from our residents.
His impact hasn’t gone unnoticed by associates either. At our National Awards dinner in February, Jeremy earned the Master Productivity Award, a testament to his ability to get the job done at the highest level.
That lesson, understanding the balance between ownership and teamwork, is something he now passes along to others.
“My advice to new techs would be to not hesitate in using your resources and reaching out for help if you’re not sure of a fix. It can be intimidating, especially if you’re new, but we all want to see each other win,” Jeremy said.
Jeremy’s failure proves that even the best don’t succeed alone. At The Connor Group, elite performance isn’t about going solo. It’s about working together, sharing knowledge and raising the bar as a team.