LMC Rally Resources
New Year! New Exciting Resources! Welcome to 2016
January 2016 Rally Resources
Recognition & Fun Examples
- Back-to-Back Drawing
For: Communication Skills
What You’ll Need: Paper, pens/markers, printouts of simple line drawings or basic shapes.
Instructions: Split your group into pairs and have each pair sit back to back. One person gets a picture of a shape or simple image, and the other gets a piece of paper and pen. The person holding the picture gives verbal instructions to their partner on how to draw the shape or image they’ve been given (without simply telling them what the shape or image is). After a set amount of time, have each set of partners compare their images and see which team drew the most accurate replica.
- Office Trivia
For: Team Bonding
What You’ll Need: 10-15 trivia questions about your workplace
Instructions: “What color are the kitchen tiles in model 1?” “How many windows are there in the entire office?” “What brand are the computer monitors?” Come up with a series of questions specific to your community and test your team’s knowledge.
- Campfire/Memory Wall
For: Team Bonding & Icebreakers
What You’ll Need: Post-It notes or a whiteboard
Instructions: Write a few general work-related topics on the white board or on sticky notes posted to the wall: “My first day,” “Teamwork,” “Leasing,” etc. Gather your team together and have everyone choose one of the topics and share a story from their time with your company to laugh and bond over shared experiences. Or, pass out sticky notes and have everyone write down positive memories of working together or special team accomplishments. They can use words or pictures to record these memories. Then have everyone share their memory and post it on the wall, forming a positive memory cloud.
- If your team is feeling drained and stressed, this fun exercise is a great way to refresh and energize them.
- Participants will need to form two equal lines facing each other.
- The game starts when one line turns around, giving the second line 40 seconds to change 10 things about themselves. This can include anything from jewelry or clothing being swapped with other people, untied shoelaces, a different hair do, or a switched watch or ring to the other hand. All changes must be something the other group can see.
- After 40 seconds, the first group turns around and tries to find all the changes the other group made.
- Once the changes have been recognized, the groups switch, giving each team a chance to make changes.
- If your team is feeling drained and stressed, this fun exercise is a great way to refresh and energize them.
- Spider Web
For: Creative Problem Solving & Collaboration Skills
What You’ll Need: String and tape
Instructions: Tape two pieces of string across a doorway, one at about three-and-a-half feet and the other around five feet. This string is the poisonous spider web. Teams must get all their members through the opening between the strings without touching it. Increase the difficulty by taping more pieces of string across the doorway.
Company Initiative Examples
WOW Stories to Share! (Share one of these stories on separate days to share how other associates are living our mission, celebrating our culture and providing outstanding customer service)
- HELPING OTHERS (submitted by Vicki Young, Frontera in Sparks NV) :
I wanted to share what to us was a common sense thing to do but the results for the resident was amazing! Our resident moved into her home, and due to her disability asked for reasonable access for ramps which of course was a big yes from us. When she asked for delivery for a smaller trash can, as she uses a walker, we took an additional step and called our local waste management company and got her set up with "side service". She now does not have to worry about trying to drag a trash can in and out of her garage on trash day as the waste disposal company does it for her, and at no additional cost! This simple call has made her life easier and her expressions of thankfulness made us feel really good as well.
- TEAM COMPETITION BETWEEN COMMUNITIES/FOOTBALL GAME (Submitted by Pauline Baalke, Malden Station, Fullerton, CA) This is a competition that was created between two communities in Southern California to help inspire leases, provide opportunities for recognition and have a lot of fun along the way. Here are the Rules to our Game: Each week in the month of December equals one quarter in the football game with the 5th week in December being the Super bowl. The idea for the game is to take everything that we do every day (lease, tour, traffic follow up & team work) make all count as a team score and individual at the same time make it fun. Each week we add up the scores of each player and move their football down the field to try and make a field goal. The more traffic the property has the more yards you get on the field. 100% follow up you get more yards. Leases count as touchdowns, cancelled or denied leases are personal fouls and you lose yards on the field. Prizes are awarded to the team that wins (See picture Below).
- A LETTER OF PRAISE (Submitted by Carol Sepulveda, Regional Manager): This letter was sent to Carol and is a WOW story that speaks for itself: "Happy Wednesday MS. Sepulveda, My name is John Taylor, I am a senior Property Manger with GREYSTAR. I am and have been since July, a resident at your Tapestry Largo Property.
I wanted to take the time to send a great big thumps up to your site manager (Andre)....
I have managed 4 different lease-ups in my career, and they have not been easy, it took and takes alot of hard work.
Andre is doing an awesome job, as the manager. Without knowing your numbers, budget, goals. I know this from walking the hallways, hanging out in the fitness center & clubhouse, residents are talking about how happy they are, not only with the living quarters, but the overall property.
That's an awesome picture , when you are still under construction, and hear residents are still pleased with there home.
Andre has a great team working with him also, as you know, a manager can not do it alone. His team has always been upbeat, out going and very professional....
I'm very pleased with the property and the decision I made to move to Tapestry Largo.
GREYSTAR does not have anything this nice in PG County, my wife and I sold our home and our son is in school here in PG County...
I just wanted you to know how I feel about your Manager and his team.
In this business, I know you receive more complaining emails Vs praise emails.
I am praising your team today.
Manager / The Verona At Suitland Metro"
2. Customer Experience (SOP Standard 600) - Beginning-of-day Procedures
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.
1. Arrive at the community in time to complete the necessary preparation steps to open for business.
2. Contact the answering service to retrieve all messages received overnight.
3. Immediately handle any emergency situations and/or service requests.
4. Ensure the information center thermostat is set at a comfortable temperature and the lights are turned on.
5. Ensure aromas are pleasant in all areas.
6. Ensure refreshments are fresh.
7. Restock business cards, brochures, and applications daily.
8. 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.
9. 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.
10. Check the restrooms daily. They must be free of odors, spills, and spots. Restock supplies daily.
11. Ensure that golf carts are clean and parked at the information center prior to opening.
12. Put balloons out daily (in accordance with local ordinances).
13. Check the drop box for customer correspondence.
14. Review all move-ins and move-outs by pulling the daily activity report. Prepare a unit availability report for every associate.
15. 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
3. Safety Goals (SOP Standard 5004)
This standard and related safety training will help us achieve the following safety goals:
- Accidents/Injuries: Heightened awareness towards achieving an accident- and injury-free workplace.
- Accident investigation: All incidents, near misses, and work-related illnesses will be investigated.
- Associate involvement: All associates will be encouraged to participate in monthly safety meetings.
- Avoidance of OSHA fines/penalties: OSHA fines and penalties can be substantial. While we always focus on avoiding or reducing the human "cost" of accidents, we also want to avoid the financial costs of non-compliance.
- First aid/CPR: First aid training will be offered to all appropriate personnel. CPR training will be offered to all appropriate personnel if required by federal, state, or local municipality.
- Dangerous conditions: Will be corrected immediately and brought to the attention of the Community Manager
- Ergonomics: All associates are encouraged to review their work area for their individual ergonomic needs. If appropriate, the Community Manager will arrange for more in-depth work area reviews.
- Fire Prevention and Emergency Action Plan: All associates are to be informed of proper evacuation plans, fire extinguisher and fire alarm locations, emergency phone numbers, and emergency plans.
- Inspections: Community inspections will be performed to ensure that all areas are free from hazards.
- Material Safety Data Sheets: Will be maintained for all hazardous materials brought to Lennar Multifamily Living workplaces. SDS information shall be provided by 3E Company (800-360-3220).
- Orientations: New associates will be given safety information as part of their orientation to Lennar Multifamily Living.
- Protective equipment: All associates will have access to protective equipment appropriate to their work environment.
- Safety Manual and safety meetings: Safety Manuals will be accessible at Lennar Multifamily Living workplaces. Safety meetings will be conducted at Lennar Multifamily Living communities for Lennar Multifamily Living associates and every month. Meetings will be conducted at Lennar Multifamily Living offices.
Resident retention is the result of good customer service. Lennar Multifamily Living's maintenance associates will take the opportunity to impact the community by maintaining the physical condition of apartments, common areas, and amenities.
- Maintenance associates must be organized, adept at time management, and exceptionally considerate of the residents' needs.
- Treat all residents with respect.
- Respond to the needs of the resident promptly.
- Maintain all apartments, common areas, grounds, and amenities in superior condition.
- Realize and appreciate the impact that maintenance personnel have on the community’s performance.
1. Present a positive attitude toward the residents and Lennar Multifamily Living. Realize that enthusiasm and professionalism are reflected in the net income generated by the community.
2. Prepare to meet the public every day. Keep a clean and neat personal appearance. Wear uniform clothing that is clean and pressed.
3. Listen to residents' concerns, and respond in a professional manner.
4. Perform quality work on each project assigned.
5. Respect the sanctity of the residents’ homes.
6. Demonstrate respect for the residents' apartments by refraining from smoking, eating, drinking, watching television, or using the telephone or bathroom while in a resident's apartment.
7. Work in a clean manner. Do not leave a mess or disturb the residents' belongings.
8. Respond promptly to all requests, and keep the resident informed of your progress.
9. Practice good time management by eliminating unnecessary trips to the office, storage area, or off-site errand locations. Do not engage in lengthy, idle conversation that may delay the completion of a service request.
10. Show pride in the community by maintaining clean grounds, common areas, amenities, and apartments.
11. Do not have unnecessary discussions concerning associates or residents.
12. If you do not have the answer to a question, find it out immediately. If you need more time, tell the residents when you will get back to them.
13. Smile at the residents, and say "Hello" as you work.
14. Finish every conversation with “Thank you.”
Tools And Resources
- Polished appearance
- Appropriate Lennar Multifamily Living uniform
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)