When it comes to customer service, no one is more front and center than our service teams.
Whether it’s running into a resident while maintaining the grounds, chatting with someone by the pool or stepping into a resident’s apartment for a work order, our techs are constantly shaping the resident experience.
“Customer service is our bread and butter,” said lead tech Peter Terantino. “It’s what keeps people around. It’s what keeps people staying.”
What sets our service techs apart isn’t just their skill. It’s the pride they take in serving others. Their stories show how putting residents first each day defines what it means to be part of The Connor Group.
Peter – Tampa
Since joining The Connor Group in 2023, Peter has become a trusted lead tech in Tampa. He is known for more than just the work orders and turns he completes. It’s also about the relationships he builds with residents.
For Peter, that trust is built through everyday conversations.
“That’s 99% of customer service, just talking to the residents,” he said. “As long as you’re personable and explain what’s going on, most people are understanding. They just want the truth.”
Peter’s connection with one resident paid off in a big way in 2024. A fellow tech called Peter late at night after taking a call on the property’s emergency phone. A resident’s wife was worried after hours of not hearing from her husband.
“I knew the guy well. I talked to him every few days,” Peter said. “When she said she hadn’t heard from him since six in the evening, I just knew something was wrong.”
Peter arrived at the apartment with police and found the resident in a diabetic coma. He was rushed to the hospital, where doctors said he was within an hour of dying.
Two days later, the resident walked into the leasing office.
“He called me in and said, ‘You guys saved my life,’” Peter said. “When you can impact somebody that much just by doing our job and knowing our residents, it makes you feel good.”
Hannah – Columbus
In Columbus, turn tech Hannah Roberts has built a reputation for being someone residents can count on. She’s known for her positive attitude, willingness to go above and beyond and the trust she’s earned from residents.
She proved how far great customer service can go during a snowstorm in 2022.
“It was a huge storm,” Hannah remembered. “We stayed the night in the clubhouse just so we wouldn’t have to drive through it.”
The next morning, after 6-7 inches of snow fell, Hannah was outside shoveling at District at Linworth.
“I actually love snow, so I don’t mind,” Hannah said. “And it was a decent workout!”
Residents took notice of Hannah’s efforts. One resident even left a 5-star Google review, praising her dedication and energy.
Hannah’s impact goes beyond snow removal. She makes it a point to connect with residents whenever she’s on property. One resident even calls her “Auntie Hannah” after years of interacting with his dogs.
That kind of relationship is why residents regularly request Hannah by name on work orders.
“It’s nice to know people truly trust me and would rather have their stuff done by me,” Hannah said. “I enjoy knowing the residents can count on me to actually get the work done and do it right.”
For Hannah, it all comes down to perspective.
“Our residents are people just like us,” she said. “Sometimes they just want something fixed, and sometimes they just want to talk. Either way, I want them to feel like they can rely on me.”
Bryan – Raleigh
For turn tech Bryan Rosales, who joined The Connor Group in October 2024, customer service meant making an immediate impact. In his first summer, he completed 77 turns and 370 work orders.
One of his toughest challenges came when an AC unit failed at Lofts at Lakeview.
“I did the pressure testing and found out it had a hole. We had to replace the whole coil,” Bryan said. “It was the first time I did a repair like that all by myself.”
The resident was frustrated at first, but Bryan made it a point to keep him updated.
“I like to let the resident know what’s going on, what’s happening and what I’m going to do to fix the issue,” Bryan said. “By the end, he understood what I was up against, and he was grateful the problem was solved.”
Not every work order is that complex. Sometimes it’s the simple moments that stick.
Bryan laughed as he recalled helping a new resident whose dishwasher wasn’t working. It turned out the kill switch just needed to be flipped.
“She felt so bad, but I told her, ‘That’s my job. I love helping people out,’” Bryan said. “She even tried to offer me money, but I didn’t take it. For me, it’s the little stuff that makes my day.”
These three stories show why service techs are at the heart of our customer experience. Their work goes beyond fixing problems. It’s about knowing residents, building trust and showing up with a smile, no matter the circumstances.
As Peter, Hannah and Bryan remind us, elite customer service isn’t just what we do. It’s who we are.