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“We’ve done a great job of taking care of customers for 41 years, and to see that validated by being #1 is really special.”
Turner Batdorf hosts this episode of the Multifamily Leaders Podcast and chats with Jim Fenwick of Hanover Companies. As the top company in terms of percentage of properties making the 2023 Elite 1%, Hanover’s customer-centric culture is truly paying off. Fenwick is incredibly proud of their men and women who work on site every day, and he emphasizes Hanover Companies’ focus on hiring the best people who will execute the customer experience at an exceptionally high level, compelling those customers to go online and tell the world about their experience.
Fenwick notes that from the day employees start, they understand the importance of Hanover’s customer-centric culture and get rewarded for their efforts with promotion opportunities and advancement. He explains that it is critical to navigate through 1-star experiences in order to build trust with your residents, and he is proud that when someone does have something that doesn’t go their way, because of the company’s reputation, customers usually give them the benefit of the doubt and don’t rush to leave a negative review.
Avoiding negative experiences altogether has been their goal, and Hanover emphasizes a culture of finding ways to say yes. When a customer presents a problem, Hanover Companies consider it the on-site team’s job to deliver a solution. They figure out how to communicate when the customer can’t get exactly what they want so that, ultimately, they always know the team is on their side.