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Our brand, simplified.
“<br />
I imagine our future<br />
together — bringing<br />
our values to life while<br />
creating a brand that<br />
resonates with everyone<br />
”<br />
whose lives we touch.
A dear friend and brand builder once told me,<br />
“A brand is a promise made, delivered, and<br />
measured.”<br />
I couldn’t agree more.<br />
We continue to build our brand, delivering<br />
what we promise — exceptional service<br />
that enhances lives and property values.<br />
That is how we strengthen our reputation<br />
as a leader, defining service in our industry.<br />
I am excited to share with you this book<br />
created to educate and inspire us with key<br />
elements of our brand.<br />
I trust you will join me in embracing each<br />
of them. I imagine our future together —<br />
bringing our values to life while creating a<br />
brand that resonates with everyone whose<br />
lives we touch.<br />
Thank you for bringing these important<br />
aspects of our culture and service to life<br />
daily in your work. I look confidently to our<br />
future as we elevate our brand together.<br />
With gratitude,<br />
David Diestel<br />
Chief Executive Officer<br />
FirstService Residential
Deliver exceptional service<br />
and solutions
Our<br />
Mission<br />
that enhance the value of every property<br />
and the life of every resident.
We don’t do it because we love<br />
budgets or bylaws.<br />
Or because we just can’t get enough<br />
of reports and regulations.<br />
We do it for our<br />
communities.
We believe property management goes<br />
beyond properties.<br />
It’s about peace of mind.<br />
It’s about anticipating needs, to put people’s<br />
minds at ease.<br />
And coming together, to find solutions.
We know. Property management is a balancing act.<br />
Every decision matters, and juggling it all can seem complex.<br />
But the way to make it easier, is easier than it seems.<br />
It starts with proactivity.<br />
And coming up with solutions — from the tried-and-true, to<br />
the innovative and new.<br />
Do what’s right. Own it. Improve it. Aim high. Build great<br />
relationships. Be genuinely helpful.
That’s what we believe. That’s how<br />
we lead change in an ever-changing<br />
landscape. And lend our support<br />
whenever and wherever needed.<br />
We’re not just in the business of<br />
residences.<br />
We’re in the business of making<br />
people feel at home.<br />
We’re in the business of community<br />
building.<br />
We’re that listening ear. That friendly<br />
face. That helping hand.<br />
And we don’t stop until those<br />
complications become starkly<br />
uncomplicated.<br />
Together, we make<br />
life, simplified.
our new tagline:<br />
Life, sim
plified.
Our<br />
Core<br />
do what's right<br />
Our customers trust<br />
us to do what’s best<br />
for their community.<br />
We are guided<br />
by our ethics and<br />
customers’ interests<br />
in everything we do.<br />
improve it<br />
We are open-minded,<br />
collaborative, and<br />
relentless in our<br />
effort to enhance<br />
and simplify life for<br />
our associates and<br />
customers.<br />
own it<br />
Each of us is<br />
accountable. We<br />
deliver what we<br />
promise with<br />
perseverance,<br />
integrity, and open<br />
communication.
Values<br />
aim high<br />
We are passionate<br />
about being the<br />
best at what we<br />
do. By attracting<br />
and developing<br />
great people, we<br />
define service in our<br />
industry.<br />
build great relationships<br />
Relationships based<br />
on respect, trust, and<br />
effective communication<br />
are the cornerstone of<br />
our success.<br />
be genuinely helpful<br />
Serving is in our DNA.<br />
Whether it’s opening<br />
a door with a friendly<br />
smile or tackling<br />
a problem, being<br />
genuinely helpful is<br />
what defines us.
Global<br />
Service<br />
Standards
1<br />
2<br />
3<br />
4<br />
We know our Mission, Core Values,<br />
and Global Service Standards and<br />
delight our customers by living them<br />
every day.<br />
We fulfill our Mission through our<br />
diverse and empowered associates<br />
who collaborate to proactively improve<br />
our service.<br />
Every interaction matters. We engage<br />
with friendly greetings and a sincere<br />
offer to assist. Our communications are<br />
accurate, clear, and reflect a respectful,<br />
warm, and professional tone.<br />
We listen with genuine curiosity and<br />
empathy. We seek clear understanding<br />
and ensure we have met expectations.<br />
5<br />
We respond to all communication<br />
with a sense of immediacy. When a<br />
resolution cannot be provided right<br />
away, we communicate a clear set of<br />
expectations and a timeline.
6<br />
7<br />
8<br />
9<br />
We always practice the 15-10-5 rule. At<br />
15 feet away make eye contact; at 10 feet<br />
smile, stand if you are able, acknowledge;<br />
at 5 feet offer a welcoming greeting.<br />
When providing assistance, we show<br />
others the way rather than pointing in a<br />
general direction.<br />
We maintain awareness, attention<br />
to detail, and readiness to effectively<br />
perform our duties.<br />
We show respect and appreciation for<br />
others and foster a constructive work<br />
environment and trustworthy reputation<br />
by always speaking positively about our<br />
residents, colleagues, and our organization.
Global Service<br />
Standards<br />
Safety and security are everyone’s<br />
responsibility. We follow safety policies and<br />
procedures, and we know our individual<br />
and collective roles in emergency situations.<br />
Display our brand with pride. Our personal<br />
image, attire, and workspace reflect our<br />
brand. We want residents to recognize our<br />
company, and proudly and consistently<br />
exhibit our brand.<br />
We seek, embrace, and provide honest and<br />
timely feedback to improve our service and<br />
ourselves.<br />
We protect the privacy of our clients,<br />
residents, and associates, as well as<br />
our company’s assets and confidential<br />
information.<br />
We are always fiscally responsible and<br />
bring value to our communities and to<br />
our business.<br />
10<br />
11<br />
12<br />
13<br />
14
Our commitment<br />
to board members<br />
We are committed to simplifying the complex and<br />
supporting you as a board member to:<br />
Elevate<br />
resident<br />
lifestyle<br />
Optimize<br />
the financial<br />
health of the<br />
association<br />
Mitigate<br />
risk to protect<br />
the community<br />
This statement was created to educate board members about<br />
what to expect from partnering with FirstService Residential.<br />
It is a tool that helps frame discovery and subsequent<br />
conversations with prospective clients. It sets an expectation<br />
with board members from the first moment we engage<br />
with them. That is why associates across all areas of the<br />
organization should understand this commitment and<br />
support it through every action to help maintain long-term<br />
partnerships.
Property<br />
management is a<br />
balancing act.<br />
When you lead your community on a path<br />
to change, each and every decision is an<br />
important one. With competing priorities,<br />
juggling it all as a community leader can<br />
seem complex.<br />
But it doesn’t have to be.<br />
At FirstService Residential, we have the<br />
expertise and solutions to anticipate needs<br />
and respond — no matter the property type.<br />
With our professional scale, we can make<br />
your budget go further. And our service-first<br />
philosophy means we don’t stop until what’s<br />
complicated becomes uncomplicated.<br />
To make life, simplified.
Cover photo by Myles Tan on Unsplash.com<br />
© <strong>2023</strong> FirstService Residential. All rights reserved.<br />
fsresidential.com