In the dynamic landscape of property management, achieving excellence in reputation is no small feat. We’re thrilled to announce that five of our Evergreen communities have clinched the prestigious Reputation’s 800 Club Award for the entirety of 2024. This not only marks a significant achievement for our properties but also reflects the unwavering dedication of our teams towards building and maintaining stellar reputations.
The Significance of the 800 Club Award
Reputation is a global leader in reputation performance management, with its 800 Award.
A top recognition for location-level businesses with best-in-class brand reputation, Reputation’s 800 Award highlights organizations that go above and beyond in delivering our on-brand promise by listening to and acting on feedback from their consumers.
To determine 800 Award honorees, Reputation pulls a list of the Reputation Scores for every business location on the Reputation platform. Those who are honored will have achieved a score of 800 or higher due to their focus on high customer satisfaction throughout the past year.
The Reputation Score is a proprietary tool that measures review sentiment, volume, spread, recency, response, and length, along with brand reach and health, social engagement, business listing accuracy, and search impressions.
Reputation’s 800 Club Award is a testament to our commitment to excellence, customer satisfaction, and continuous improvement. Earning Best In Class Status is more than just a badge on a website or a sticker on a door; it’s a symbol of our relentless pursuit of quality and our residents’ trust.
Setting the Stage for Success
In our pursuit of excellence, accountability is not just a buzzword; it’s a fundamental aspect that propels our Evergreen communities toward success. As we celebrate the 800 Club Award, let’s delve into the deliberate measures we’ve taken to ensure accountability at every level, making a significant impact on our reputation scores.
The Vital Voice of the Customer
In our commitment to responsiveness and accountability, the voice of the customer emerges as a vital force driving our growth and success. Every review is a valuable piece of feedback that guides us towards becoming a top service provider. Listening, responding, and adapting based on customer input is ingrained in our culture.
A Commitment to Responsiveness
At the heart of our accountability model lies the promise that 100% of all reviews are responded to within 24 business hours. This commitment is not by chance but by design. Regional Supervisors, equipped with the power to bring about change, are the front line in understanding what needs improvement, and they are our designated responders.
Regional Supervisors: Catalysts for Change
By designating Regional Supervisors as the responders, we ensure a direct link between customer feedback and actionable change. This intentional approach empowers our teams to address issues promptly and fosters an environment where innovation is not just encouraged but expected.
The Journey to 800: A Quick Lesson in Consistency
Building reputation scores from 100 to over 800 is no easy task. It requires a combination of innovation, dedication, and a willingness to embrace change. Our teams at the awarded properties have showcased a remarkable ability to learn new skills, elevate customer relationships, and be accountable for the service they provide.
The Weekly Ritual: Virtual Focus Meetings
Every Wednesday, our property teams come together for a 30-minute virtual focus meeting that sets the tone for the week. Starting with an uplifting motivational quote, these sessions are more than just routine – they are a cornerstone of our success.
Data-Driven Excellence
In these meetings, we delve into statistics at both the high level and granular, scrutinizing individual and location-level data. Tracking progress toward SMART goals, our teams engage in role-playing exercises and collaboratively remove barriers to success.
Breaking Language Barriers
Six months ago, one of our locations faced a unique challenge – none of its residents spoke English, hindering their participation in our reputation-building initiative. In response, we acted. Creating review requests in Sudanese, Somali, Russian, and Spanish opened the doors for communication. The result? The same location has surged from a score of 100 to over 700, demonstrating the impact of embracing diversity, inclusivity, and collaboration.
A Journey of Incremental Progress
Our journey toward excellence has been one review at a time. Week by week, our scores have been inching up, reflecting the dedication of our teams and the positive impact on our communities. It’s a testament to the power of consistent effort and a focus on the small details that collectively lead to significant achievements.
Celebrating Team and Individual Growth
As we celebrate the success of Hidden Hills, Martin Avenue Apartments, Martin Luther King Jr. Plaza, Bethel Terrace, and Sangamon Village, we extend our gratitude to the managers who have played a crucial role in this journey.
The Outstanding Achievers
While several Evergreen Communities have excellent reputation scores, only five have earned the 800 Club Award. Let’s take a moment to applaud the outstanding Evergreen communities that have exceeded the 800 scores (out of 1000) for the last year.
Hidden Hills Apartments- Bloomington, IN
Martin Avenue Apartments- Naperville, IL
Martin Luther King Jr. Plaza Apartments- Chicago, IL
Bethel and Sangamon Terrace Apartments- Chicago, IL
Fairmarket Plaza Apartments- Charlotte, NC
Acknowledging Leadership and Property Teams
Behind these remarkable achievements are our dedicated property managers, whose leadership has played a pivotal role in fostering a culture of excellence. We want to recognize and extend our gratitude to:
Sarah Bayne – Hidden Hills Apartments
Anthony Hacker- Martin Avenue Apartments
Althea Collins- Martin Luther King Jr. Plaza Apartments
Carolyn Stewart- Bethel and Sangamon Terrace Apartments
Laurie Black- Fairmarket Plaza Apartments
Empowering Teams to Innovate
As we progress on this journey, accountability becomes a catalyst for empowerment. The realization that every team member can contribute to positive change transforms the way we operate. People feel empowered to innovate, take appropriate actions, and contribute to the continuous improvement of our services.
Embracing Change, Elevating Relationships
The success of these communities is a result of the harmonious dance between leadership, property teams, and residents. It’s a gift that keeps on giving, emphasizing the importance of consistent effort, accountability, and a genuine desire to make a positive impact.
As we celebrate this achievement, let’s remember that it’s not just about numbers; it’s about the lives we touch, the relationships we build, and the communities we shape. Here’s to continued growth, innovation, and the pursuit of excellence in the ever-evolving landscape of property management.
