Let’s say that providing “outstanding customer service” is part of your mission, values, and is promised in your marketing material.
Okay, that’s a pretty good start, but consistently delivering on promises made to customers and engaging your employees so that they are living out the company mission and values is where the “rubber meets the road.” Read more…
This is the first of a series of snapshots (blogs, tweets and posts) into a case study for success, Pegasus Residential (the winner) of The $100KRefresh contest.
Pegasus is already doin
g things right; however, we will be working with them on building and fully maximizing their brand both internally and externally.
Today marks the official start of the pre-discovery process with them. Our team has compiled an evaluation form and several questions that will help them crystallize their vision, determine priorities and open discussion points to be fully explored.
Successful branding involves design, metrics, remedy, delivery and maintenance.
To learn more about the overall process related to branding, click here.
Pegasus Residential was selected as the winner of a contest hosted by Discover True North (a full-service agency) and a team of well-respected alliance partners. The contest that opened on 5/8/09 and ran through 12/1/09 was created to recognize and reward companies within the multifamily industry that had created or sustained a positive work culture in tough economic times. An advisory committee made up of twenty industry experts had the opportunity to cast his or her vote on for a trio of semi-finalists, with Pegasus emerging as the winner. Read more…
I read a good article that talks about how to retain morale even in the face of cutbacks. The bottom-line? Stimulating assignments - AND - working with great colleagues. It’s worth a read:
http://blogs.harvardbusiness.org/cgi-bin/mt/mt-tb.cgi/4972
I found this fascinating quote today:
Managers are typically taught to things that can be easily quantified and reported on a balance sheet. Stop for a moment to answer this fundamental question: “What is the purpose of any business?” On the face of it, this question seems pretty easy to answer. Most managers would answer: “To make a profit.” But that’s the wrong answer. Profits are an outcome. They only tell us if our business strategy and execution are viable. Peter Drucker, widely considered the father of modern management, argued that the common belief that creating profits was purpose of a business was not only wrong, but harmful. It causes us to make bad business decisions Read more…
Nominations Open to Honor Most Admirable Multifamily Company in America with Internal & External Makeover
SAN FRANCISCO, CA - May 8, 2009 -The team at Discover True North (a full-service agency), and a host of their Alliance Partners have created an opportunity to recognize and reward companies that continue to demonstrate strong values in these tough economic times, through keeping customer service at the forefront of business, developing work cultures that align performance with corporate values and professionals, who, while cutting back on expenses, have not sacrificed excellence.
Deb Bronson-McGrath, CEO of Discover True North (DTN) shares, “Our carefully selecte
d Alliance Partners and the team at DTN are consistently seeking ways to create relational bridges founded on our core values. We believe passionately that good citizenship is good business and we are committed not only to giving back to society, but to helping businesses achieve increased NOI and improved performance”.
“To tangibly demonstrate good citizenship”, says Veronica Dickerson, COO of DTN, “we created a $100K Extreme Corporate Makeover, in which the most deserving multifamily firm will receive a corporate makeover - refreshing both their internal and external brand”.
The winner will receive a host of branding/marketing tools (logo, website, pr plan, social media consultation, a design makeover, etc.), strategic planning services (eco-audit, customer satisfaction benchmarking, recruitment services, a leadership retreat, etc.) and performance services (online training courses, mentoring, shop services, etc.). A complete list of prizes is available at 100KRefresh.com.
Nomination forms are being accepted for the $100K Extreme Corporate Makeover now through midnight on July 13, 2009. To enter simply fill out the online form and submit the reasons why your firm deserves to win. Videos uploaded on YouTube.com can supplement entries. Semifinalists and the winner will be announced in August by an Advisory Board made up of industry experts and executives. Categories that will be evaluated are: Cutting Back on Expenses without Cutting Back on Excellence, Sustaining an Outstanding Motivational Culture for Employees, and Social Responsibility.
DTN’s Alliance Partners include Brook Furniture Rental, Inc., Carter Design Group, Ellis Partners in Mystery Shopping, Fastsigns, Grace Hill, Green Up Today, Multifamily Insiders, SatisFacts Research, LLC, and Vendout.com.
“An especially dynamic contribution is being offered by Multifamilypro,” says Giovanni Cruz, Senior VP of Creative Services at DTN. “They have developed a best-of-breed mentoring program that taps the expertise of seasoned mentors and pairs them with mentees industry-wide. You can learn more about this generous “give-back” program at either 100KRefresh.com or at .howitzdunnmanagement.com.
Additional information on the program can be found on[url=http:// blog.discovertruenorth.com] DTN’s blog [/url], through Multifamily Insiders, www.howitzdunnmanagement.com, other DTN’s Alliance Partners and members of the advisory board, as well as on the DTN Facebook page and Twitter.
I came across a few golden chestnuts from material stored about a decade ago on employee motivation. The suggestions are still noteworthy today:
Welcome Kit: Prepare a “Welcome” Kit for the new hire that includes a “welcome card”, a “Payday” candy bar, their career description, a checklist of “self-study” new hire training projects (market study, shopper’s reports, etc).
“You Deserve a Break Today”-Once a month, fill a cooler with ice and fill with cold sodas and inexpensive snacks. Invite the staff to stop into the kitchen or break area for snacks throughout the day. Crockpot or potluck lunch can also be a nice alternative every couple of months.
“Joy Gangs”: Nominate a small group of team members (Ben & Jerry’s originated the idea) and have them create special theme days for the staff, (”Elvis Day: Serve 50’s type fast food) or have them catch someone in the act of doing something above and beyond. Honor them by presenting a certificate or “Joy” candy bar on the spot.
Grounds staff Award: Provide your team with mini-certificates of appreciation to hand out to a member of the grounds team, whenever they are found doing something especially great. Whomever collects the most in a given amount of time, receives a plaque or certificate, or trophy known as “The Golden Broom”
Never Gamble Tickets: Buy a lottery ticket and enclose it in an envelope that says, “I never gamble when I count on you.”
Speaker Phone Fridays: Connect teams across the country or region once a month by speaker phone or internet for brainstorming a specific challenge or to recognize achievements area-wide for the month.
Car Wash Blues: When your team meets a goal, offer to personally wash their cars for them
Annual Maintenance Olympics: Lock change-out Challenge, Obstacle course, etc, competing for the Golden Hammer Award.
Movie Magic: When a goal is achieved and if there is no money to treat them to the movies, close the office for the afternoon and have the whole team watch a rented movie on a vcr, supply popcorn, pop and goober peanuts. Do a thumbs up or down, as well as deciding whether anything relevant can be applied to work.
Press Release -
Discover True North Announces Launch of “100K Extreme Corporate Makeover”
Most Deserving Multifamily Firm Will Win a Corporate Makeover
SAN FRANCISCO, CA - March 31, 2009 - Discover True North, in association with its Alliance Partners, some of the finest service companies in America, will be launching the 100K Extreme Corporate Makeover, in which the most deserving multifamily firm will receive a corporate makeover including creative, training, consulting and performance improvement services valued at $100,000 from DTN and its alliance partners. Some of DTN’s Alliance Partners include Brook Furniture Rental, Inc., Ellis Partners in Mystery Shopping, Multifamily Insiders, MultifamilyPro, SatisFacts Research, and Vendout.com.
“We have been moved by inspiring stories from various business professionals across the nation,” says Deb Bronson-McGrath, CEO of Discover True North. “We’ve heard impressive accounts of companies that continue to demonstrate strong values in these tough economic times, whether its keeping customer service at the forefront of business, developing work cultures that align performance with their corporate values and professionals, who, while cutting back on expenses, have not sacrificed excellence.”
“We hope to inspire people and showcase worthwhile endeavors from company teams that have been feeling low as a result of the economy. It will hopefully be fun and produce refreshing boosts in morale,” says Giovanni Cruz, Senior VP of Creative Services.
“The winning company will receive an entire refreshment of their brand,” says Sam Cabebe, Director of New Media. “This includes a new or refined logo, new website, key brand messages, customer loyalty program, an interactive training class, leadership retreat, customer service benchmarking, public relations, employee performance benchmarking, and a design makeover of the corporate office greeting area and much, much more!”
A variety of other personal, community, and corporate improvement opportunities will be incorporated into the program; one of the most outstanding initiatives is led by Multifamilypro. They have recently launched a best-of-breed mentoring program that taps the expertise of seasoned mentors and pairs them with mentees industry-wide. Details of this exciting “give-back” program are available at www.howitzdunnmanagement.com.
Veronica Dickerson, COO shares additional details, “The 100K Extreme Corporate Makeover event will commence on April 30, 2009, at which time DTN will begin accepting nominations, and will close at midnight on July 7, 2009. Semifinalists and the winner will be announced in August by an Advisory Board made up of multifamily experts and executives. Categories that will be evaluated include: Cutting Back on Expenses without Cutting Back on Excellence, Sustaining an Outstanding Motivational Culture for Their Employees and Social Responsibility.”
Nomination forms will be available soon at www.100KRefresh.com. Additional information on the program can be found on our Blog & Newsletter and as well on our social networking pages on FaceBook & Twitter. You can also visit the websites of Multifamily Insiders, Howitz-Dunn Property Management, other DTN Alliance Partners and members of the advisory board.
Doug Miller’s recent interview on the radio show, “Income Property Investment Talk” is insightful and informative.
Click on the link to listen to the archived talk show
He breaks down “need-to-know” info (in typical SatisFacts style), practical, refreshing and no-nonsense.
Kudos, Doug!
Discover True North’s Alliance Partner, SatisFacts Research, LLC’s founder Doug Miller will be sharing information imperative for multifamily professionals to know during an upcoming internet radio show. The essential details and how-to’s are detailed below! Don’t miss this important radio show!
The Impact of Economic Conditions & Retention on Turnover and Asset Values
(You MUST go online to hear the show — click above at 11 a.m. EST to listen LIVE or anytime thereafter)
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