LMC Rally Resources
February 2016 Rally Resources
Recognition & Fun Examples
- BE ON THE LOOK OUT FOR A FUN BOX FROM CORPORATE THIS MONTH!!
- Ancient Number Activity:
Several pieces of silverware or short wooden sticks (e.g. matchsticks)
Tell members of the group that you are going to use sticks/silverware/etc. to recreate an ancient number system. It is their goal to figure out how the system works. Place several sticks or pieces of silverware in a formation on the table. Unknown to the participants, the number will always be the number of fingers you have placed discretely on the table. If a participant thinks he or she knows the pattern, ask him of her or to give an example rather than stating the answer so that other participants can continue to play.
Materials Paper and writing utensils
Have everyone be seated where they can see each other (around a table or in a circle of chairs). If the meeting must be a video conference, make sure everyone can see and hear all others. Introduce the ideas that: everyone makes contributions, large and small, to the team/organization; acknowledging each other's value is good for the person and for the whole team; this is not to compare people nor to put anyone "on the spot." Appreciations can be about single actions or ongoing ways. Each should be very brief - one or two sentences. Ask people also to add a "result" - I appreciate that you did x. Because of you doing that, I felt/was able to/we succeeded in . . "
Give several examples of appreciations: Kavinda, I appreciate that you made sure we all had adequate time for breaks during our long retreat last week. I might have just kept on going and getting exhausted, and the breaks really helped me to refresh and think better. Joe, thanks for checking in with me about how my big project was going - I felt supported. Pat, you really watch out for our safety, and that makes me feel more safe and also more aware.
Say that the only response of the "receiver" of appreciations is to nod or say "thanks" or "you're welcome" - no denial or discussion at this time.
Give 5 minutes of quiet time in which each person can think about their appreciations for others and jot them down. Assure them that their notes are for themselves only. (Skipping this step may result in people being "not present" because of mentally composing what they will say while others are speaking. It also helps prevent people from feeling anxious. Assure them that if they think of something different later, they are not bound by what they wrote.) Ask for a volunteer for the first person to "receive" appreciations. Each person around the table offers one appreciation to that person. The leader can help remind talkers to keep the comments short and on target, and for the receiver to just "take them in." After each person is appreciated by all, the leader can have everyone applaud, or the leader can say "Thank you for those and your other contributions, [Pat]." Go around the circle having each person receive appreciations from all others.
Suggest that people think about how they felt receiving appreciations. Also, ask them to think of other things that they would like to be appreciated for. The leader can determine whether or not to give the opportunity during this session to share such reflections.
pen and paper
- Rip up the piece of paper into enough pieces for each player.
- Mark an X on one piece.
- Fold all of the pieces up and pass them out to each player.
The player that receives the X is the Assassin or Spy. Players sit in a circle so that each player can see the other players' faces. The Assassin/Spy must look around and discreetly wink or raise his eyebrow at another player. The player that receives the wink is the victim. The victim must then yell out "I'm hit" or "I’m caught!" (With drama and moaning of course!) and that player falls out of the game. The player that sees the Assassin/Spy winking at another player "catches" the Assassin/Spy, and wins the game. If the Assassin/Spy is able to successfully eliminate the players to the point that there is only one left, the Assassin/Spy wins.
Battle Scars Activity
Take turns in you group sharing a story about any scar they might have on their body. If you have several groups, have them share "the best story." Be prepared: this one can get gross. If they prefer, they can also share emotional scars, although warning this can be risky and should be done with a group ready to keep each other's stories confidential.
Best & Worst Activity
Ask each person in the group to write down one best and one worst question that they want to learn about the group. E.g.
- What's the best recipe you know?
- What's the worst injury you've ever had?
- What's the best thing you've ever smelled?
- What's the worst present you have ever given someone?
- What's the best voicemail you have ever received?
- What's the worst trip you have ever taken?
Put all the ideas in a hat and have everyone pick 2 at random (meaning they might get their own question)! Go around the circle and have everyone share their answers and brief related stories.
Best Friend Introductions
To have people share about themselves from the perspective of their best friend. The idea is that they may be more comfortable disclosing aspects of themselves if they are not talking directly about themselves. Low risk.
- I would like to introduce:
- ___________ likes:
- On her/his day off __________ usually:
- Some of _____________ dislikes or pet peeves are:
- The funniest thing that ever happened to ___________ was:
Ask the group to fill-in the sheet or answer the following questions as they would expect their best friend (outside of the group) to describe them.
Company Initiative Examples
- SHOUT OUT TO JASON SHOUFER (Tapestry Naperville) FOR INTERNAL WOW PERFORMANCE - (submitted by Tracy Peacock) "When you (Tracy P) show up to your staff meeting (weekly) and your assistant manager talks to you in language that translates into how Yieldstar works you fall off our chair and say Yes! we can do that. Inventory management the old fashion way and I (Tracy P.) was so impressed. Hi Five Jason and TapNap you are making us so proud.
- SHOUT OUT TO PARRIS JONES (Tapestry Naperville) FOR BEING A TEAM PLAYER, WOW STYLE - (Submitted by Tracy Peacock) "When you ask an agent to cover another site because Koop (Gateway Leasing Manager) got a chance to head to California, first time for this Michigan boy, and Parris steps up, you call at the end of the day and say what did you learn? He says holy crap I get how time management and allocation works to increase sales you say Yes!"
3. The Value Out Reach Marketing
4. Marketing Strategies for your specific community
5. Office Apparel - Standard 100
Because we understand that our customers may make judgments about our appearance in connection with our ability to maintain a clean and comfortable community, Lennar Multifamily Living is committed to a professional dress code.
- Associates will dress in attire that is appropriate for the style and demographics of each office.
- It is the Community Manager’s responsibility to ensure that all staff members maintain the proper attire.
- Any associate that does not maintain our standard may be sent home to change and will not be paid for time lost.
- Select clothing within the appropriate guidelines.
- Ensure that all clothing is clean and pressed. Dry-clean if necessary.
- Ensure that all clothing fits appropriately and that alterations are made if necessary.
- Wear Lennar Multifamily Living name badge on your left side at all times.
- Maintain good personal hygiene at all times.
- Keep your jewelry conservative in style and quantity. Body piercing, other than ear piercing, should not be visible.
- On our construction properties, wear only closed-toe shoes that are in good condition, polished, and clean.
- Do not chew gum during work hours.
- Keep your hairstyle, accessories, and makeup appropriate.
- Ensure that your appearance is not overly casual or dramatic. Provide an overall physical appearance that is reflective of Lennar Multifamily Living’s reputation as a quality and caring housing provider.
Tools and Resources
- Appropriate apparel
- Career apparel guidelines
Lennar Multifamily Living has established end-of-day procedures in order to protect our associates' and residents' privacy, control our operating expenses, and prolong the life of our information center equipment.
- Before leaving each evening, associates must lock all office doors, turn off the lights, and shut down all equipment.
- Associates complete the Closing Checklist prior to leaving each day.
- Update OneSite, and ensure all traffic has been entered and any open items addressed.
- Verify all phone calls have been returned.
- Follow up on all pending service requests and other outstanding service items.
- Ensure all keys checked out have been returned and properly stored.
- Perform all end-of-day processes in accordance with your applicable key system.
- Lock resident files in a lockable filing cabinet.
- Close OneSite and all open programs. Shut down all computers.
- Ensure all models, show units, common areas, and amenity areas have been closed and locked, with alarms engaged and thermostats adjusted. If applicable, consider using a “model minder” device to automatically control model lights.
- Notify the answering service that the information center is closed, and inform them of the on-call associate. Engage the voice mail system.
- Park and secure all golf carts.
- Engage alarm system(s), and lock all public entrances in the information center.
- Complete any community-specific daily procedures such as concierge instructions, etc.
- Ensure any daily deposits that were unable to be scanned have been made at the bank.
Tools and Resources
- Alarm pass codes
- Answering service telephone number
- Know which service associate is “on call”
7. Beginning-of-the-Day Procedures - Standard 600
Lennar Multifamily Living is committed to being ready to help our customers at the beginning of our posted hours. The customers' first impressions of our information center, clubhouse, and models are critical to their decision to live with us. Our attention to detail communicates our dedication to superior customer service.
- Prior to opening, our information center, models, show units, and community should be ready for touring.
- See the Product Preparation - Community and Product Preparation - Models and Show Units standards for additional details.
- Arrive at the community in time to complete the necessary preparation steps to open for business.
- Contact the answering service to retrieve all messages received overnight.
- Immediately handle any emergency situations and/or service requests.
- Ensure the information center thermostat is set at a comfortable temperature and the lights are turned on.
- Ensure aromas are pleasant in all areas.
- Ensure refreshments are fresh.
- Restock business cards, brochures, and applications daily.
- Ensure the model apartment and tour route are free of bugs and litter. See the Product Preparation - Models and Show Units standard for more information.
- Ensure that all entrances, amenity areas, and common areas are free of debris, bugs, plants, and litter. See the Product Preparation - Community standard for more information.
- Check the restrooms daily. They must be free of odors, spills, and spots. Restock supplies daily.
- Ensure that golf carts are clean and parked at the information center prior to opening.
- Put balloons out daily (in accordance with local ordinances).
- Check the drop box for customer correspondence.
- Review all move-ins and move-outs by pulling the daily activity report. Prepare a unit availability report for every associate.
- Update OneSite daily and check email.
Tools and Resources
- Service request
- Golf cart, model, show unit keys
- Answering service instructions
- Freshening supplies
- Open Close Checklist
Lennar Multifamily Living is committed to giving customers our undivided attention at all times by keeping the use of personal cell phones to a minimum.
- Personal cell phones and hand-held devices should be silenced or turned off during work hours.
- Associates may not respond to personal cell phones or hand-held devices in the presence of a customer or resident; this includes responding to text messages or any type of social media messages. As appropriate (and as determined by the immediate supervisor), however, associates may check their personal messages and return calls and/or text messages.
- Associates should not wear in-ear phone devices (e.g., Bluetooth) during business hours.
- Excessive personal use of cell phones or hand-held devices that disrupts business may require disciplinary action.
- This policy does not apply to tablets or other devices that have been approved for use during the leasing process.
- Review the Telephone Etiquette standard for more cell phone information.
- Turn off your cell phone or other device (or set to silent mode) during work hours, including training sessions and team meetings.
- Check messages while on break or at lunch.
- Do not wear or carry your personal cell phone or device with you unless it is for security purposes or for business purposes (if your community utilizes tablets during the leasing process).
- Never answer a personal cell phone or device while touring with a prospective resident.
- Review and comply with the Telephone Etiquette standard.
Tools and Resources
- Telephone Etiquette standard
Lennar Multifamily Living will accept packages in our residents' absence and will handle them carefully and responsibly.
- A designated area accessible only to associates should be established for mail, packages, and other deliveries.
- An associate may accept and sign for the package of a resident who has given written permission. The package must be kept in the information center until the resident retrieves it, and the package must be logged.
- Packages should only be delivered to a resident’s apartment with prior written authorization from the resident.
- An associate should accept or sign for large deliveries that must be placed in the resident's apartment (e.g., furniture).
Accepting Packages/Notifying the Resident
- Check for written approval from residents before accepting packages on their behalf.
- List the package on the Package Log.
- Notify the resident that you are holding a package for him or her in the information center.
- Notify the resident a second time if a package is not claimed within three days.
- Return the package to the delivery agent if there is no response from the resident within two weeks.
- Some communities may use an electronic package receipt system. Associates should follow the applicable process if this type of system is used at their community.
When Resident is Picking Up a Package
- Request a valid ID if you do not recognize the resident.
- Require the resident to initial the Package Log when he or she picks up the package.
Delivering a Package
- Initial the Package Log when you have delivered a package to a resident's apartment.
Tools and Resources
- Package Log
- Written permission from resident
Have a WOW story to share? We can't wait to hear it and share it!
Submit your WOW Story by emailing the following information to LMCWOW@lennar.com:
1) The full name and location worked of the LMC Associate submitting the WOW Story
2) The WOW Story Details – be specific!
3) Full Names and Location worked of any Associates named in the WOW Story
What is a WOW story?
We all have opportunities to live our LMC values and create phenomenal customer service experiences for each other, our residents and all those that we serve in the roles we carry out. LMC associates are known for their ability to go above and beyond to serve our customers and create inspiring and uniquely rewarding experiences, and these are what make up our WOW stories. They may be big bold acts, but many of the WOW stories are created by every day moments of kindness shared with others.
Need a Refresher? Here are the details on a Rally
Frequency: Every day starting between 9:00 am and 10:00 am
Time: Between 10-15 minutes
Purpose: To ensure focus on company initiatives, inspiration, recognition and motivation for all associates. To reconnect each associate with their purpose and mission before they start their day. In short: to start the day right! The Rally is intended to be casual with purpose.
Never Miss It: It establishes a sense of community with the rest of the company and centers each associate on why they are an essential part of the LMC team every day.
The Rally is intended to be led by a different associate each day, however with no obligation that each associate is required to lead. It is a quick meeting to get focused for the day and highlight Lennar culture to inspire excellence in each of our associates. All associates scheduled to work that day should be present for The Rally. It is a good time to check head to toe, that flies are zipped, name badges are on and a self-sniff check is completed. Let’s look the part!
AGENDA* (example assumes a 9:00 am daily line up start time):
9:00 am – Recognition & Fun (Whoop! Whoop! Time)
9:08 am – Company Initiatives topics (The juicy stuff)
9:12 am – Specific Community focus time (Get focused!)
9:15 am – Wrap it up!
*This is a sample Agenda - the actual order of the components of The Rally is up to the community*
3 Parts of the Rally
Recognition & Fun
Recognition examples: Give each other props for the accomplishments you made! This can be leasing a home, finishing a service request early, going above and beyond, making someone’s day in a big or small way, or celebrating an associates birthday. Recognition of residents is also applicable. This is also the time to add some FUN to start your day off right! Play a game, make each other laugh, so something that brings a smile to the start of the day!
Company Initiatives examples: This could be anything that may support the company’s operations or culture and values. This includes: announcements of community openings, initiatives, or updated policies. Also applicable are any stories of service, as they motivate and reinforce our company culture, vision and values. Read a “wow” story as shared by LMC corporate (see our policy on WOW stories for information)
Specific Community Focus
Specific Community Focus examples: This is anything that is specific to your community that is timely for the day to help operations run smoothly. (i.e., the amount of turnovers, maintenance requests, move in’s, special landscaping projects)