VOICES Wrap Up! What’s Next?

by Steven Parker, President

Thanks to the overwhelming participation of our associates, we achieved 89% participation in this year’s VOICES Employee Experience Survey. So, what’s next? We will use the feedback from the survey and conduct listening sessions with associates from across our Nevada market.
 
The goal of the listening sessions is to dig deeper into your feedback and build action plans for areas of improvement. We have already conducted several listening sessions and have more to conduct. If you have been invited to participate, I hope you will attend.
 
We are proud that our company has been certified as a Great Place to Work. Working together, finding ways to delight colleagues and customers alike, and always seeking ways to be better can ensure that our organization continues to be a great place to work.
 
Thank you again for doing your part and letting us know what we are doing well and where we can improve. I look forward to a brighter and more exciting future for us!
 

Delighting our Customers

by Lauren Starner, Vice President, Community & Lifestyle
 
In August, we introduced the concept of DELIGHTING our customers, both internal and external and the Customer Service Hierarchy model. Our challenge was to engage each interaction with the goal of delighting the customer. In response to our challenge, I’d like to share a quick story that was sent to the leadership team from Michael Quagrello:
 
"I had an experience today as an internal customer that was delightful! We have been out of Hazelnut Coffee in the breakroom for weeks! I kept looking high and low in anticipation of the re-stocking! Autiana Moore, who covers the front desk as needed and who keeps our mailroom up and running, knew of my cravings!  As soon as the delivery had arrived, she came up to my office with a few packets in hand for my "stash". Wow, thank you Autiana...what a delight. Thanks for going out of your way to make my day!"
 
Autiana could have simply stocked the coffee. She would have fulfilled the basic customer needs. Michael would have found it eventually and been happy it was restocked but Autiana took a few extra steps, surprised Michael, and exceeded his expectations – leaving him one delighted customer! Way to go Autiana!
 
Be sure to check out FirstCall each week as we provide quick tips to help inspire you to delight our customers.
 

Retirement Plan Enrollment Campaign

FirstService Residential has launched a Retirement Plan Enrollment Campaign through September 29th. All new and current enrollees will be entered into a drawing for a $100 gift card. Enroll today by visiting www.myfsr401k.com. For more information, email [email protected].
 
The 401(k) Plan is part of our commitment to providing you with a top-tier retirement plan. FirstService Residential matches 40% of the first 6% of pay you contribute to your 401(k), that's $0.40 for every dollar up to 6% of your qualified compensation!
 

Blood Donation Drive 

 

Double the Fun! Congratulations John and Felicia Norris on the Arrival of Maverick and Sophia!

We are thrilled to share some wonderful news that calls for double the celebrations! Please join us in extending heartfelt congratulations to John and Felicia Norris on the birth of their beautiful twins, Maverick and Sophia aka “The Beans.”

We couldn't be more excited for John and Felicia as they embark on this remarkable journey of parenthood, experiencing the love, laughter, and sweet moments that these twins bring into their lives.
 
Let us come together to congratulate John and Felicia on this incredible addition to their family. Please share your good wishes or words of wisdom in the comments below.
 
Once again, congratulations to John and Felicia Norris on the arrival of Maverick and Sophia!
 

Northern Nevada Game Night

In August, the Culture and Engagement Committee hosted Northern Nevada Game Night for our associates at Press Start Bar and Arcade in Reno. Our NNV team enjoyed a night of delicious food and fun games including Basketball, Killer Queen, Pac-Man Battle Royale, and Super Chexx Bubble Hockey.

Thank you to all our associates for attending and making Northern Nevada Game Night was a success! FirstService Residential appreciates the incredible work you do every day. Many thanks go out to NNV Regional Director Stephanie Viau and Resident Service Manager Lindsey McElfish for coordinating this event.
 

The Arville Office Welcomes the Customer Care Team

In August, the Las Vegas Arville office extended a warm welcome to the Customer Care team. The Culture and Engagement Committee hosted a meet and greet event with delicious snacks, great music, and games.

National Care Center Senior Operations Manager Karen Middleton says she was amazed by the warm welcome.
 
“We're eager to express how wonderful (Monday) turned out to be! The personal touches truly made us feel welcome – from the awesome gift bags and decorations to the delectable bagels and treats.  Engaging with new faces and participating in games at the afternoon meet and greet was an absolute joy! The entire transition felt seamless, and we settled in comfortably right from the start. Our heartfelt appreciation goes out to the entire team for cultivating such a warm atmosphere. You've turned a significant change into a fun and exciting journey. We're genuinely thrilled to be a part of the team here!”
 
Thank you to the Culture and Engagement for putting together an incredibly welcoming experience. The nine Customer Care team members are now working on the first floor next to CAS. If you haven't had the chance, please stop by to introduce yourself and welcome them to Arville.