1. Chris Parrish Techniques to Improve Customer Experience

2. Community Background 280 site community located in Raleigh, NC 950+ residents Over 70% homes have children Over 80% of households with children have income qualifying for free or reduced lunch Over 400 kids in community – 360 (ages 5-18)

3. Components of Stellar Service Responsiveness Professionalism Appearance Personal Touch

4. Responsiveness Good timing and paper trail Dedicated staff to handle maintenance & bilingual issues Don’t expect all problems to come to you – don’t be afraid to ask Follow through and dedication to improve

5. Professionalism Teach & ensure all contact with community is professional in manner and meets standards Put yourself in residents shoes – treat all like you would want to be treated Enforce guidelines and standards in a fair and uniform manner Evictions – keep professional – not personal

6. Community Appearance Cornerstone of Customer Service – first and most lasting impression Litter patrol – pay for clean appearance Pick up furniture, appliances, etc. – no charge RV parking – no junk vehicles Patrol community – notices to clean up yard, deck, etc.

7. Personal Touch Birthday cards Balloons & stickers Community events Be out in the open – not always behind the desk

9. Fishing Pond – Park area

10. Typical Streetscape

11. Nessie Foundation www.nessiefoundation.org

12. What we do Boys & Girls Clubs summer program Backyard Garden Cooking Classes Recreation Field Fitness Classes Walking Program After-school programs Bike Repair Shop

13. Lessons Learned Seek out partnerships with government, business and other non-profits Safeguard your valuable resource – your residents – captive community is key Stay active in partnership – the buck stops with you Network and advocate for your residents Stay focused – don’t chase programs/funding