The Mindset
Hospitality is the genuine act of _________ more about the other person's situation than they do.
What is caring?
The way we never say "no" when a request is made.
What is Find the Yes?
The tool I use to offer compensation when we missed the mark.
What is a Service Recovery Card?
Don't just say ____ to every person you see, discover more about them and what's going on in their life.
What is Hi/Hello?
Best in Class is the responsibility of _________. See it, own it!
Who is everyone?
The value that gives team members the authority to do awesome things for residents without asking for permission.
What is Liv empowered?
The little added value we add to every interaction.
What is the Extra Luv?
When I _____ it, that means, I make it MY problem to solve!
What is Own?
The process we follow so that the resident feels part of the community and understands how it all works, including their apartment home.
What is the move in orientation?
Best in class is a mindset of being the best at curb appeal and this.
What are first impressions?
The way Liv hopes to make others feel.
What is valued?
The "person" I am while serving my customers.
What is a Resident Superhero?
Our reality.
What is our customer's perception?
A place where we can review work requests and locate facts about our customers.
What is Entrata?
The Best in Class property inspection represents our community _____ _____ that a customer will experience on a tour.
What is snap shot?
We create uncommonly positive experiences inspiring our residents and team members to stay longer and invite others to join us.
What is our promise?
A behavior that shows I am trustworthy to my word.
What is follow through?
When I undo the wrong by offering service to make up for it.
What is making it right?
Staging, Cleanliness, Maintenance, Functionality, Safety and Stellar Service.
To help people liv their best lives.
What is our WHY?
A neutral outcome in a resident interaction.
What is a Yellow opportunity?
What we all are and why we all make mistakes.
What is human?
An unexpected thing I do to celebrate something a resident is experiencing.
What is a resident surprise?
The leasing process, the amenities and a resident's call for help are a few examples of this.
What are Best in Class Opportunities?