The Creative "Viz"

Transforming the Resident Experience: Insights from Cortland

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In Episode 16 of The Creative Viz Podcast, host Scott Baumberger sits down with Jason Hughes, Talent Development Manager at Cortland, based in Houston. Jason explains his role, emphasizing the company's focus on science and data-driven training for their associates, which has won awards and is conducted personally at their apartment communities. Cortland, originally a development company, now manages over 80,000 apartment homes with a strong emphasis on resident experience, driven by extensive resident surveys and feedback.

Key takeaways from the episode include:

  1. Resident Communication: The importance of over-communicating with residents, especially during service disruptions.
  2. Service Quality: Commitment to fixing issues correctly the first time without temporary fixes.
  3. Resident Priorities: The top concerns for residents include communication, service, parking, and safety, with the actual apartment features being less critical.
  4. Cortland's Expansion: The company's approach to development and management, including their innovative strategies in the UK market.
  5. Unique Selling Points: Features like the 45-day move-in guarantee and the ability to transfer leases between Cortland communities, which enhance their market appeal.
    6. ...more
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    The Creative "Viz"By Scott Baumberger