The Venterra Experience, WOW Matters by Venterra Realty

Eighth Edition

T HE VE N T E R R A EX PE R I E N CE W O W M AT T E R S www.venterraliving.com

WHATâ&#x20AC;&#x2122;S INSIDE? 4

4 10 14 28 100

SHINE. 6 / A ROUND OF APPLAUSE 8 / SHINING BRIGHT

THANKS. 12 / ACKNOWLEDGEMENTS

VISION. 16 / WHAT WE DO, AND WHO WE ARE 18 / CORE VALUES 22 / SERVICE VALUES & PROMISES 24 / EMPLOYEE PROMISES 26 / OUR RESIDENTS SAY IT BEST

CULTURE. 30 / THE EMPLOYEE EXPERIENCE 62 / THE RESIDENT EXPERIENCE

WOW CULTURE. 102 / WE CARE MORE 104 / WOWEE & WOW MATTERS STORIES

SHINE.

THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES! SHINE

a round of applause Having our company culture noticed outside the organization through workplace awards and our recognition is the direct result of an enormous amount of effort on the part of Venterra Experience Leaders.

These individuals work tirelessly to create an atmosphere where our employees can learn, grow, and be truly excited about coming into work every single day.

our renters are happier COMPARE OUR RANKINGS! CITY SCORE

VENTERRA SCORE

CITY SCORE

VENTERRA SCORE

SHINE

ACHIEVERS 50 MOST ENGAGED We are thrilled that we have been recognized twice as one of the Achievers 50 Most Engaged Workplaces™ in North America! The Achievers 50 Most Engaged Workplaces™ Award recognizes the top 50 employers in North America based on these Eight Elements of Employee Engagement: 1) Leadership 2) Communication 3) Culture 4) Rewards and Recognition 5) Professional and Personal Growth 6) Accountability and Performance 7) Vision and Values 8) Corporate Social Responsibility.

TOP WORKPLACES We’re honored to have been recognized as a 2016 Workplace Achiever, a Top Workplaces award by The Atlanta Journal-Constitution and as a Top Workplace by The Houston Chronicle! The Top Workplaces program recognizes good employers through evaluations based purely on employee opinions, which are gathered through the tried and tested WorkplaceDynamics employee survey.

GREAT PLACE TO WORK

GLASSDOOR BEST PLACES TO WORK We’re among the winners of the eighth annual Glassdoor Employees’ Choice Awards, a list of the Best Places to Work in 2016! In spot #6 of 50 in the small & medium company category, we’ve been selected from more than 445,000 companies on Glassdoor which had 1.6 million reviews submitted during time of eligibility. Winning companies were evaluated based on the quality, consistency, and quantity of employee reviews among a number of other factors. This recognition is based solely on input from employees. Be sure to check out our Glassdoor profile!

We are proud to let you know that Venterra has been selected for a Great Place to Work® Institute Award, honoring the Best Medium Workplaces in 2016!  Published with FORTUNE, we are #67 of 100 in the medium company category (companies between 100 and 999 employees).  Venterra received this great accolade due to the feedback you provided in the 7th Annual Employee Satisfaction Survey, resulting in us becoming “Certified”  by Great Place to Work® Institute and eligible to be a winner of this prestigious award. Given the evaluation (the list based mostly on the Employee Survey), it is a true reflection of our employees’ opinions and feelings about working for Venterra, and is an amazing testament to the positive work environment, leadership and values that we’ve strived to create.

THE VENTERRA EXPERIENCE: WOW MATTERS

by Richard Roos, Experience Leader, COO

shining bright It’s hard to believe this is the 8th edition of our WOW book. Every year I have the great privilege of providing some opening thoughts. As I reflected about what I would write, my thoughts turned to what the WOW book means to Venterra. This is not an easy task. There are so many groups that are touched by the WOW Matters Book. Our Marketing Department and an extended support team pour countless hours into this “labor of love” and always do an amazing job.

Veteran employees get to relive great moments from the past year and have those efforts recognized, whether that is delivering great customer or employee experiences. New employees get to read the amazing stories of the “Veterans” and are inspired to pursue customer and employee experience excellence themselves. Prospects get a sneak peek of what they can experience and expect as a Venterra resident. Our investors see a window into the Venterra culture and confirmation of the commitment to excellence that they see in other interactions.

What always stands out to me is the level of caring that permeates the organization. I have not read a WOW Book and not been utterly humbled by the efforts our employees make to go above and beyond to deliver amazing and meaningful experiences. This commitment to doing business the right way has become part of the fabric of the organization and our foundation for success. It is gratifying to see that our commitment to our values and culture, and to caring for those around us, has translated to exceptional financial performance and world class recognition.

SHINE THE VENTERRA EXPERIENCE: WOW MATTERS

NOI GROWTH BETTER THAN ALL Receiving these accolades is a PUBLIC MULTI-FAMILY REITS FOR great honor and we can’t thank PAST 5 YEARS #6 RANKING IN GLASSDOOR’S 2016 BEST PLACES TO WORK TOP 100 MEDIUM-SIZED 2016 GREAT PLACE TO WORK (FORTUNE MAGAZINE) #8 RANKING FOR 2016 HOUSTON TOP WORKPLACES 2016 ACHIEVERS 50 MOST ENGAGED WORKPLACES™ 95% OF VENTERRA COMMUNITIES ARE TOP RATED BY APARTMENTRATINGS.COM

our employees enough for their commitment to excellence, belief in the “Venterra Way” and partnership in building a better Venterra, which has allowed us to achieve this success. The success we have achieved is based on our values and culture, and they will serve as the foundation as we move forward. I am excited to build on what we have already achieved with a never-ending pursuit of excellence – the sky is the limit!

Thank you to everyone who helped “write” this book with your heartfelt actions towards our customers and fellow employees. It is awesome to be part of an organization where people care so much for others and are making such a positive impact in the lives of those around them. Thank you for being such an inspiration to me, your co-workers and all future Venterra employees. I hope you enjoy reading this year’s stories of Venterra as much as I did.

THANKS.

THE VENTERRA EXPERIENCE: WOW MATTERS

11 11

REAL VENTERRA EMPLOYEE! THANKS

acknowledgements

THANKS THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES!

We are extremely grateful to everyone within Venterra for making this an easy publication to put together each year. The theme of caring is evident throughout this book as you read story after story of excellence provided to our residents and employees. All employees play an important role in Venterra reaching this level of excellence, but it is our onsite employees who interact with our customers daily that truly display this level of caring that permeates to our customers. We thank you for your hard work and dedication. A special thanks to all whom worked countless hours to put the book together with such care for the feedback and stories being shared. Specifically, to Johnna Bacak, thank you. John Foresi • Andrew Stewart • Richard Roos • Greg Finch • Calvin Lee-Young

vision.

THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES! VISION

by Andrew Stewart, Experience Leader, Chairman

What We Do, and Who We Are 16

At Venterra we manage apartment communities across the South and Southeastern USA. We are home to over 25,000 residents and 12,000 pets. That’s a big responsibility, and we are committed to doing it with excellence, improving the lives of our residents, by delivering an industry leading customer experience. We are also committed to providing an employee experience that allows our people to flourish professionally and personally. Our values are both our guide and our conscience in this pursuit. We’ve grown into a company that is paving a new way in the industry, where our employees can make a difference, career growth is available; and where renters are provided an excellent living experience. This is essentially the Venterra Brand. It’s how we see ourselves, and how others see us. At its roots, branding means to indelibly mark something with an identity (think of livestock branding, which leaves animals with a mark that permanently identifies the ownership of the animal). In the same way, our brand is our identity –it’s who we are. Venterra’s identity is rooted deeply in our 7 Core Values which allow a culture of honesty, integrity, respect and humility to flourish in the neverending pursuit of excellence.

In 2017 we are re-launching our website. In conjunction with the new look and function of that site, we have taken the opportunity to think about our brand. We’ve thought about how we want to visually represent it on our site and in all of our interactions. The result of those deliberations is what you see below. We are excited to present our new mark which is meant to depict the important elements of our brand: The overall design represents the growth of our company as a whole – our people, our cultural strength, our expanding footprint of assets and projects. The diamond on top symbolizes the excellence we pursue in all our endeavors. The four leaves represent our 4 operating pillars – Customer Experience, Employee Experience, Operating Excellence, and Technology/Innovation. The 7 points within the mark represent our 7 core values.

EXCELLENCE 7 CORE VALUES

GROWTH

VISION

4 OPERATING PILLARS

17 THE VENTERRA EXPERIENCE: WOW MATTERS

As you see this new mark showing up in print and on our website this coming year, let it be a reminder to you of what our brand stands for â&#x20AC;&#x201C; and what we are striving to be.

REAL VENTERRA EMPLOYEES!

by John Foresi, Experience Leader, CEO

VISION

core values

“

If you don’t hold these values, that’s fine, but you can’t work for Venterra.

john foresi, ceo

”

19 THE VENTERRA EXPERIENCE: WOW MATTERS

Prior to Venterra being founded in 2001, our 7 Corporate Values were developed by Andrew and me. In fact, these 7 Core Values were originally penned on August 8, 1994 – honesty and integrity, humility, never-ending pursuit of excellence, candor and openness, unparalleled service excellence, team first, prudent cost management. The intention was to build companies that were a reflection of our personal values and to bring together people who shared these foundational 7 values which have remained unaltered for over 22 years. It is important that all our leaders live and breathe these 7 values. These Core Values are the most important building blocks in pursuit of our vision. They define the organization, help us to make good decisions, and see us through the turmoil that markets inevitably foist upon us. It is through our Core Values that the Venterra Team has collectively built an awardwinning environment that benefits all of our stakeholders including residents, investors and the expanding team of Venterra employees.

The responsiveness of this team is unreal! My job is helping hospitals create an ideal patient experience for patients. You should know that, in my opinion, you really know how to create an ideal move in experience for residents here. I really have to tip my hat to how professional your team has been during my move-in. Our leasing agent was a true pro, very patient and always available to answer all of our questions. All of the little fixes requested from maintenance were repaired nearly immediately by staff that were professional, courteous and friendly! Everyone has been so professional and responsive. We are so glad that we moved here. You guys really know how it is done. Thank you so much!

ROLAND WILHAM RESIDENT SINCE DECEMBER 2015 FALCON SQUARE AT INDEPENDENCE

Venterra strives to improve every aspect of doing business: on the employee side and on the resident side. Many programs are in place to make sure that we never lose sight of the importance of making improvements in everything we do. I love working for a company that continues to push forward.

‘Honesty & Integrity’ stands out to me the most. You do not find those values in many companies...those are the morals that I want to stand behind.

DEXTER RENDON EXPERIENCE LEADER, COMMUNITY MANAGER GATEWAY NORTH

JESSICA LUNSFORD EXPERIENCE MAKER, BETTER LIVING CONSULTANT ST. ANDREWS

Honesty and Integrity- The highest standard of Integrity and Honesty will permeate all of our actions. Humility- We are always learning. We will not allow personal or corporate arrogance to get in the way of progress

and

success.

Never-ending

Pursuit

Excellence- We take pride in what we do and our pursuit of a "Better Way" never ends. We have an intense sense of urgency in everything we do.

Candor and Openness- We will respectfully tell each other the truth; both the good and the bad. Politics will not be allowed to get in the way of our pursuit of excellence. Unparalleled Service Excellence-

individual achievements, we make team success a priority. We will make personal sacrifices to ensure the team succeeds.

Prudent Cost

Management- We will make careful and sensible value-based decisions about all money and other resources entrusted to us

Our company’s Core Values are very similar to my personal core values: what makes me “me”. Our Core Values also challenge me to be a better person, not just a better employee. RAQUITA MCCOLLISTER EXPERIENCE MAKER, BETTER LIVING CONSULTANT PRESERVE AT OLD DOWLEN

Our never ending pursuit of excellence! It’s about how I can make it better today. Every day learning something new, becoming a better me. I love that Venterra so strongly instills this in me, it gives me so much hope and excitement.

The Core Value that stands out to me the most is “Honesty and Integrity”. If I can’t trust you, we have no relationship. Keep it real with me, and I will do the same. No secrets and no surprises.

IVY RODRIGUEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT PARK 9

LISSA MAY EXPERIENCE LEADER, REGIONAL MANAGER

21 THE VENTERRA EXPERIENCE: WOW MATTERS

themselves in our industry. Team First- While we encourage and reward

VISION

We aim to be the standard of service excellence against which others measure

SERVICE VALUES and promises When people think of a home, they want cleanliness and they want things to be working. Renters have even higher expectations and if something goes wrong, getting it fixed should be simple. Our teams are dedicated to living up to these expectations every day. We also believe that we can make it fun and exceptional in the process! Whether they are diving into dumpsters to find lost keys for a resident, completing service requests within the hour, or helping with groceries or moving, our teams understand what Home really means: Simple. Clean. Working. Fun. Exceptional.

by Joey Bruce, Experience Leader, Director of Technical Services

Service Values

As part of our pursuit of our Service Vision we are committed to our Service Values and realize that achieving Customer Service Excellence depends on our ability to consistently deliver these values in every customer interaction.

[MAKE IT THE BEST] do things right the first time and ensure total product and service quality. [POWER OF NICE] be positive, smiling and willing to share a laugh. [A STEP AHEAD] anticipate the unspoken needs of our customer. [JUST LISTEN] listen to every request with an open mind and always consider our customer’s point of view first. [STUFF HAPPENS] be willing to admit our mistakes in the pursuit of doing what is right. [PERSONALIZE IT] look for opportunities to go above and beyond to create memorable and personalized experiences. [CLOCK’S TICKING] respect our customer’s time and respond with an exceptional sense of urgency. [A BETTER WAY] look for better ways to make our customer’s life more convenient, simple and enjoyable. [SAY THANKS] continuously thank our customer for choosing Venterra. [MAKE A DIFFERENCE] deliver WOW!

Service Promises

[SIMPLE] we make every encounter easy and convenient. [CLEAN] we keep our properties clean and inviting. [FUN] we provide a fun and social atmosphere. [WORKING] we are the industry leader in reliable apartment features and amenities. [EXCEPTIONAL] we

The office staff is amazing. The maintenance team is also amazing. Work orders are completed quick, they do amazing building work from power washing to buffering. Where else can you find food truck nights, festivals, movie nights, and community bike groups. The community is always clean and everyone is always so welcoming. :-) . It’s my first year here and wish for many more and hopefully a house one day.

JAMESSIA STEELE RESIDENT SINCE MARCH 2015 BELTERRA

BOBBI MOELLER RESIDENT SINCE OCTOBER 2015 FALCON SQUARE AT INDEPENDENCE

I am continually amazed at the swift and great assistance provided by all staff here at The Preserve. Both office staff and maintenance staff work with excellence and I am thankful for the awesome customer service. Jonathan just came to fix my bathroom faucet and it was done within an hour of my request. He did a great job! A big “thank you” to all who work here. You make it a pleasure to live here. CINDY PANEPINTO RESIDENT SINCE JULY 2015 PRESERVE AT OLD DOWLEN

A company with values is just like a person with values: they make all the difference. JOSE RAMIREZ EXPERIENCE LEADER, MAINTENANCE MANAGER ZANG TRIANGLE

23 THE VENTERRA EXPERIENCE: WOW MATTERS

The property team is amazing. Last week, Al (maintenance), stopped by to help me grab a birthday balloon down out of a tree. I did not ask for help. He offered help and even though it was very challenging to get the balloon down, he was very courteous and even made me and my children smile. The Belterra team rocks! This property is highly recommended.

VISION

go above and beyond to create memorable experiences.

EMPLOYEE promises At Venterra We Promise: You will be treated with respect and fairness You will have a voice We will invest in your professional development and strive to promote from within You will always know how you are performing, through thoughtful and comprehensive feedback We will make time to have fun and celebrate success

Your contributions and accomplishments will be appreciated and recognized We will strive to ensure that you have the tools and resources you need to be successful

At Venterra You Promise: Treat others with respect and value their contributions Continually learn and grow professionally Embrace innovation and change Share my ideas, opinions, and â&#x20AC;&#x153;Better Waysâ&#x20AC;? Take great care of the assets entrusted to me Do everything to the best of my abilities Always live our values and defend them

I am grateful for the candid, productive feedback that helped me in my initial role and enabled me to grow and be promoted within a year of starting with Venterra. EVERETT WARFIELD EXPERIENCE MAKER, MAKE READY GATEWAY NORTH

DEXTER RENDON EXPERIENCE LEADER, COMMUNITY MANAGER GATEWAY NORTH

Work becomes a hobby when you are having FUN doing it! MARIED ALEMAN EXPERIENCE MAKER, BETTER LIVING MANAGER THE LINKS AT WINDSOR PARKE

Continuing education and teamwork is very important to the type of work I do. I’m very grateful that we have leaders who encourage continuous learning and development of technical skills, as well as inhouse technology teams with the resources to make a lot of that practicable. Part of what makes us special is the variety and depth of experience in our respective roles, along with internally developed systems that are constantly evolving. Whether you’re a resident or an employee (or both – like me), you are in good hands! MICHAEL CASENAVE EXPERIENCE LEADER, OPERATIONS

VISION

JERELLY MEJIA EXPERIENCE MAKER, BETTER LIVING MANAGER THE CAPE AT GRAND HARBOR

For over ten years, I have been so fortunate to be part of an organization that respects me, celebrates diversity, does not limit my opportunities and focuses on my performance and track record with the company.

25 THE VENTERRA EXPERIENCE: WOW MATTERS

There is always recognition and motivation for me at Venterra by celebrating my success within the company.

listening to others may reveal what is needed to complete your goals 26

OUR RESIDENTS SAY IT BEST After living here for almost two years, I can attest that this is a very well-managed apartment complex. Vanessa’s team is great! They are very responsive and caring about their residents. Moreover, I think they do as much as they can to rent to responsible people. I’ve met some very nice people here... and their dogs! LORETTA WILKENING RESIDENT SINCE JUNE 2014 WESTOVER OAKS

This is, by far, the BEST complex I have EVER lived in. The staff are one of a kind. The maintenance team is amazing and always takes care of any needs immediately. I just signed a new lease for another year, my sister lives here and is signing her second lease, and my mother may be moving in to this complex soon as well.

Taking this opportunity to thank the Vinings office staff and manger Cindy for making my lease renewal process very simple and smooth. Management staff are kind, considerable and very respectful. I am very glad to continue my living with Vinings, Stafford TX. Praying for this excellent team to keep up their good work. Thank you all again.

TAWNY BLACKFUL RESIDENT SINCE JUNE 2015 SHADOWBROOKE

JAMEEL FIROZE RESIDENT SINCE JANUARY 2015 VININGS

I would like to say Thank You to the entire team at Cypress Pointe Apartments. I think you all are the best! The customer service that you guys provide are the best that I have ever seen in an apartment community. I will recommend Cypress Pointe to any and everybody. It is such a privilege to live in Cypress Pointe apartments. Thank you staff for your continuous genuine customer service. Thank You, Thank You, and Thank You!

ALEXIS BECK RESIDENT SINCE DECEMBER 2014 CEDAR SPRINGS

The Preserve at Old Dowlen is an excellent place to live. It has great management, the maintenance people are awesome, they are always on top of any problems that come up and the place always looks clean and peaceful. I would and have recommended The Preserve at Old Dowlen to others. Also, I love the Valet trash pick up and Security that is provided. Thanks for making my stay here at the Preserve at Old Dowlen wonderful. ROBERTA HARD RESIDENT SINCE FEBRUARY 2015 PRESERVE AT OLD DOWLEN

I’m quite sure when anyone calls the office, and hears ‘how can I make your day better?’ staff may get a venue of many different responses. I would like you ALL to know how you DO make a difference and ALL work hard to make our homes special and DO make a day better! I’ve never been treated with anything but kindness and respect through my 6 years here! Thank you for going above and beyond to make me feel at home, listen to my requests and following up. If no one has told you lately, you are good folks!

We had an excellent experience with Nathalie when searching for an apartment. She was very helpful and engaging, making us feel immediately at home. We also had an extremely immediate move in from our date of application and she worked very hard to make sure our move in is seamless and goes off without a hitch. Without Nathalie I don’t think we would have felt so comfortable leasing here! She deserves all the credit for her polite and friendly, bubbly manner.

AMY RECKER RESIDENT SINCE JUNE 2013 THE LANDINGS OF BRENTWOOD

SHANNON MOORE RESIDENT SINCE APRIL 2016 CALAIS MIDTOWN

27 THE VENTERRA EXPERIENCE: WOW MATTERS

Front desk people are extremely nice, know our name when we walk in... constantly get helpful emails about what food trucks will be here, when the pool will open, when rent is due... etc. Tickets for broken things are very easy to put in, and the team is very responsive. They usually come out same or next-day to fix whatever it is and they are friendly too and friendly to my doggy. :) Overall just good communication and friendly faces. Unlike other apartment complexes they’ve never even TRIED to screw us over, LOL.

VISION

CONSQAILLA TONEY RESIDENT SINCE JULY 2015 CYPRESS POINTE

CULTURE.

THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES! CULTURE

the employee experience 30

We hope this book provides you with a glimpse of what our WOW culture is all about. Venterra is full of amazing individuals who genuinely care for others and surpass our expectations everyday by creating smiles, a surprised look, and pure joy on the faces of our employees and customers alike. I think you’ll agree when you read the stories in this book that life gets just a little better when you live and work at a Venterra community.

by Bridget Sherrod, Experience Leader, Director of Employee Experience

I’ve been with Venterra for 12 years, and for 8 of those I was onsite. I understand how important the Employee Experience is to creating a culture that people WANT to be a part of, and I’m excited to be working with our leaders to ensure that experience is world class! I see amazing experiences being created every day and it’s such an exciting thing to be a part of! JESSICA SHAW EXPERIENCE LEADER, EMPLOYEE EXPERIENCE MANAGER

98%

Great Place to Work

The fact that Venterra incorporates even more “Fun Days” into our workdays when it is already fun to come to work just goes to show just how much FUN we have on regular working days for Venterra! MICHELLE QUIROZ EXPERIENCE LEADER, COMMUNITY MANAGER FRENCH PLACE

Glassdoor Review

”

we promise that You will be treated with respect and fairness you promise To treat others with respect and value their contributions

CULTURE

ALEX CHACON EXPERIENCE MAKER, BETTER LIVING CONSULTANT THE PARK AT WATERFORD HARBOR

“

If you are looking for a company that is a true reflection of its values, gives every employee a voice, succeeds in promoting from within, and loves to have FUN, then Venterra is the right place for you!

31 THE VENTERRA EXPERIENCE: WOW MATTERS

The Venterra family has been the most enjoyable part of my time with Venterra. It’s not only the people I work with but everyone I have met at other properties and regions. The culture is just welcoming and kind.

of Venterra employees say that they work in a great atmosphere.

why better living? We want everyone to take steps in their personal lives to live happier and healthier! Whether thatâ&#x20AC;&#x2122;s through fitness, spending more time with family, pursuing a lifelong dream, learning something new or giving back to the community, we commit to goals that improve our lives! Oh, and we LOVE the financial incentives to reach our goals! In 2016 there were over 150 goals accomplished and over $14,000 was given away to those who worked toward achieving their goals. Goals are always cheered on by co-workers, progress is tracked and milestones are celebrated along the way. Whatâ&#x20AC;&#x2122;s not to love?

Motivation. Dedication. Inspiration.

KIM BAKER EXPERIENCE LEADER, COMMUNITY MANAGER BALA WOODS AT KINGWOOD

I have conquered fears and really pushed myself to be a better version of myself. I will always carry my personal growth with pride and know that I can do it if I set my mind to it. MOLLIE WITT EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER HOUSTON

It is amazing to work for a company that cares about the health and overall well being of its employees! MICHELLE QUIROZ EXPERIENCE LEADER, COMMUNITY MANAGER FRENCH PLACE

33 THE VENTERRA EXPERIENCE: WOW MATTERS

This month’s challenge has encouraged me to get out of my shell a little. My son is in soccer this season, and I volunteered to be team mom, and also signed up to be co-parent for his 2nd grade class. I know the teachers work so hard for our kids, so I wanted to do what I could to help his class have a great year!”

CULTURE

better living with venterra

think it. want it. I like Better Living because it sets Venterra apart from other property management companies and promotes better living for employees, which shows they care about their employees. KARA ROGERS EXPERIENCE MAKER, BETTER LIVING MANAGER FAIRWAYS AT SOUTH SHORE HARBOR

The results are in! Down a total of 28 pounds and 22 inches in about six months!

HAYLEY TILLMAN EXPERIENCE MAKER, BETTER LIVING CONSULTANT TIMBER MILL

get it.

Britni is my newest Better Living Consultant who started working at Falcon about three months ago. She moved down to Florida from Ohio. During a few conversations I learned that she used to have a very active lifestyle in her hometown. Britni loves working out and that’s how she met her husband - at the gym! She mentioned that one of her personal goals here in Florida was to get back to her active lifestyle. She mentioned that she has a Gold’s Gym membership now, was slowly getting into the flow of weightlifting, and how sore her body was from a few recent training sessions. I suggested to take protein and BCAAs (amino-acids) to help the muscles recover faster and she mentioned that she didn’t have any. I decided to give her a boost start and bought her a gym bag that said “Think It. Want It. Get It.”, a pre-workout supplement, amino-acids, and protein for faster muscle recovery. You can’t even imagine the look on her face and the tears in her eyes when she saw it! It felt so good to be her little Fairy Godmother!” OLGA KOSTERINA EXPERIENCE LEADER, COMMUNITY MANAGER

Since my kids are away for the summer this is a good time to focus on my mom and grandmothers who are 93 and 96 years old. They live about three hours away from me, so I plan to make weekend trips to see them, send cards, and make more phone calls to them.

NATALIE CURRENCE EXPERIENCE MAKER, BETTER LIVING CONSULTANT COLES CROSSING

STEPHANIE BRUCE EXPERIENCE LEADER, REGIONAL MANAGER SAN ANTONIO / AUSTIN

My goal is to complete six days of weight training workouts, focusing on various muscle groups of my body that need additional attention, and increase my weekly cardio exercises to a minimum of four 45 minute sessions to aid me in achieving that ultimate package to present on stage at Nationals. Can’t wait! MINERVA MONGER EXPERIENCE LEADER, REGIONAL MANAGER CULTURE

Hooray for the New Hobby Challenge! Over the last couple of weeks, I’ve picked up on something new! It’s stress relieving, fun, good for my health, and interesting. My new hobby is Crossfit! Since I’ve started, it’s been my biggest interest and favorite thing to do, which makes it my favorite hobby! It’s always different and is constantly challenging me. My goal this month is to learn as many techniques as I can, perfect my form, and biggest one of all… do a pull up!

we promise that You will will have a voice you promise To Share your ideas, opinions, and “Better Ways”

THE VENTERRA EXPERIENCE: WOW MATTERS

95% Great Place to Work

of Venterra employees are proud to tell others they work here.

I have to brag! I went a pant size down from a 12 to a 10! Now, just to get myself to wiggle into those size 4’s I’ve been holding on to! JO VILLA EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER

Woohoo! I saved over $200 in February just from not going and grabbing breakfast and lunch everyday. So glad I did it and stuck to it! MARGARITA FIGUEROA EXPERIENCE LEADER, COMMUNITY MANAGER MONTICELLO OAKS

36 Thanks to Venterra caring enough about me through Better Living, I quit smoking after 22 years! Nuff said. RYAN ANDREWS EXPERIENCE LEADER, REGIONAL MAINTENANCE MANAGER

Getting FitBit Fabulous One of our amazing Better Living Consultants, Raquita, has been looking for something to motivate her to get moving so she could be even more fabulous! She told me that she really wanted to get a FitBit because she thought it might be just the thing! So we went down to the store and bought one! Raquita loves it and our whole office has been in on the FitBit challenges! TRACY RUTHSTROM EXPERIENCE LEADER, COMMUNITY MANAGER

when life 30 DAY CHALLENGES gets harder challenge yourself to be stronger PERSONAL DEVELOPMENT NEW HOBBY

NO FAST FOOD

PICK YOUR OWN CHEMICAL FREE

GIVE BACK

10,000 DAILY STEPS

IVY RODRIGUEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT PARK 9

37 THE VENTERRA EXPERIENCE: WOW MATTERS

I am a couple of pounds overweight and I need to get back to my weight pre-baby. I am starting to feel some of the side effects of not being in shape like tiredness. I am starting by doing a 30 day Running Challenge and am getting ready to run the Orlando 5k Color Run. I am so excited because I really love to work out!

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GO UNPLUGGED

SEE YOU AT THE TOP training and promotions Movin’ On Up! We love rewarding employees with the opportunity to take their next career step. This has resulted in 69% of corporate and regional leadership positions being held by people who have been promoted throughout the organization. Our training program includes a variety of online courses, a “Mentor Program”, which pairs experienced employees with new employees, instructor-led Customer and Employee Experience Courses, education assistance and the Venterra Book Club for employees to share in their passion for learning.

Our employees are the heart of our organization and we take pride in focusing on their personal and professional growth and development. We are committed to providing our employees with advancement opportunities and helping them achieve success.

by Mary Green, Experience Leader, Employee Learning & Development Manager

One of the key ways we equip our employees to be successful is to invest in their continuing education by offering training to our employees that increases their productivity, provides them with a career development path, encourages them to advance, and increases their commitment to our company. I love that my position allows me to contribute to a culture of serving and supporting our employees and continuously offer them ways to build their talents.

SHANI NELSON EXPERIENCE LEADER, COMMUNITY MANAGER VILLAGE WALK

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Learning and Growing with Venterra I am so appreciative for the Education Assistance that Venterra has provided. I learned so much from the teachers and the classes, especially the financials and marketing- so many ways to improve my property and reach the Venterra Standards. I feel that Venterra has given me the tools to excel in my position and grow professionally.

we promise that We will invest in your professional development and strive to promote from within you promise To Continually learn and grow professionally

THE VENTERRA EXPERIENCE: WOW MATTERS

I really enjoy training my guys. Sharing my knowledge and experience with people is the aspect of my job I have always enjoyed most. RYAN ANDREWS EXPERIENCE LEADER, REGIONAL MAINTENANCE MANAGER

Congrats,

now go fishing!

l, our Assistant Maintenance here at Belterra, found A out Friday that he passed his EPA test and is now HVAC certified! To help him celebrate and show him how excited we were for his achievement, Randy and myself wanted to WOW him! We know Al LOVES to fish! He is an avid fisherman. He goes pretty much every day after work to little ponds here and there, under bridges, beside highways, in neighborhoods. Al looks for hidden spots, and if it’s there, he will find it! We knew Al probably had most things he needs for fishing because he is so involved in it, so we weren’t quite sure what to get him. We opted for a gift card to Cabelas, so he could pick out exactly what he wants! Great job on the accomplishment and all the hard work you put in at Belterra, Al! ERIN DOBIAS EXPERIENCE LEADER, COMMUNITY MANAGER

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Venterra shines when it comes to providing opportunities for advancement for their employees!

exit survey

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I love my Better Living Consultants. My heart swells with pride that they allow me to lead them and know I will always champion their success. JO VILLA EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER

Venterra really offers you the tools you need to be able to succeed, and they truly care for us as employees. ARACELI HERNANDEZ EXPERIENCE MAKER, BETTER LIVING MANAGER THE PARK AT WATERFORD HARBOR

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Over the course of the nine years, I received several awards and bonuses for my hard work. They have amazing incentives for just about everything and each year find amazing ways to make them better. I cannot say enough good about the ways in which they have helped me grow, learn, and better myself as a person and employee. They care deeply for their employees and their residents alike. I even obtained my Bachelors Degree while working full time for Venterra and opted to stay with them because I loved the company and people so much. Being a part of the Venterra family will change your life for the better.

” promotion! Glassdoor

Training has been really great. They have the training in place to get you ready for your role. MARGARITA FIGUEROA PROMOTED TO EXPERIENCE LEADER, COMMUNITY MANAGER MONTICELLO OAKS

Much deserved

KIMBERLY RAGAN PROMOTED TO EXPERIENCE LEADER, COMMUNITY MANAGER PRESERVE AT COLONY LAKES

TONYA DIX EXPERIENCE LEADER, COMMUNITY MANAGER

we promise that We will make time to have fun and celebrate success you promise To Embrace innovation and change

41 THE VENTERRA EXPERIENCE: WOW MATTERS

I love how they mentor and train employees to keep on going and achieve their goals.

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Orlando Reyes has worked at Villas at Newnan Crossing since July 2011 as Porter. We are so happy to announce that he has been promoted as a Make Ready Tech. He has been a great employee and is an asset to Venterra Realty. We bought Orlando all the necessary tools for his new position. Congratulations Orlando!

speak up

venterra is listening Another one of our Employee Promises is “you will have a voice”. Venterra offers many ways to share our ideas and feedback. From Yammer to our annual employee and leadership surveys to our Better Way initiative, we are always listening.

I have never worked for a company that allowed you to have so much input in daily operations. JENNIFER MENDEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT VENTANA

The people are really fun. I’ve really enjoyed working for a company that takes care of their employees and values their opinions and contributions. ALMA ENRIQUEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT COLES CROSSING

we promise that You will always know how you are performing, through thoughtful and comprehensive feedback you promise To Do everything to the best of my abilities

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The introduction of the social networking platform, Yammer, has allowed us to communicate ideas to the right people quickly and easily to ensure employees’ voices are heard. We’ve never been the “all work and no play” types, and the social groups that we’ve had form on Yammer are definitely a testament to the fact. In addition to our regular company groups, employees are using Yammer to share content about sports, pets, travel, and books.

97% Great Place to Work

of Venterra employees say they have great bosses

THE VENTERRA EXPERIENCE: WOW MATTERS

yammer: An interesting and engaging project Yammer was a very interesting and engaging project for me. As a lifelong pet owner I just knew there must be other pet owners in the company who would love the chance to show off their beloved pets so I started the Fur Babies Yammer group as a fun way to introduce Yammer. It quickly became the fastest growing group and turned out to be a great venue for meeting fellow employees virtually removing the physical distance between us.

by Richard Clayton, Experience Leader, Director of IT Services

â&#x20AC;&#x153;

I LOVE VENTERRA! I have only been with the company a short time, but I never thought a company could be so united! They treat their employees like individuals and not just a number. They value employee feedback and your voice is always heard. Their core values are unheard of in this industry and really make them shine as a top rated company to work for, as well as making their properties a joy to call home.

Glassdoor Review

â&#x20AC;?

It is an honor to be involved in the Better Way program because it is the true embodiment of all that Venterra stands for and represents the good, hard working team members who truly care about making Venterra better in every way. It symbolizes our collaborative and innovative culture and a unique approach to Operational Excellence that is making a difference.

BRENDA GRASHA EXPERIENCE LEADER, COMMUNITY MANAGER TIMBER MILL CULTURE

by Bryan George, Experience Leader, Director of Operations

Everyone has heard the phrase “There are no stupid questions” – this is the way I feel about the Better Ways. There will always be a way to make things “Better”. We work for a company that encourages us to help develop the policies, programs and procedures we work with. What “better way” to feel like your voice counts than when you see it in action.

over $12,000 given out more than 700 submissions

we promise that Your contributions and accomplishments will be appreciated and recognized you promise To Take great care of the assets entrusted to me

45 THE VENTERRA EXPERIENCE: WOW MATTERS

Approximately 75 winners for 2016

kick off

celebrating venterra Kickoff (our Awards Ceremony), the biggest event of the year!! Everyone’s favorite time to close the office for a day and gather everyone from across the country to celebrate exceptional performance and have a ton of fun! It’s a day where individual and team successes are recognized and celebrated. Good food, good music, good people…now that’s a party!

awards

156

received by Venterra employees at the 2016 KickOff Party

With this year’s Kickoff party being a superhero theme, we talked about it in our huddle and no one had a superhero shirt to wear! I knew this was a great opportunity to get everyone a t-shirt to wear! No superhero should have to shop for themselves! Everyone was very thankful and we had a great superhero time at Kickoff! Thank you Venterra!

Every year at our annual Awards Celebration, we get an opportunity to give back for all the hard work our teams put in the previous year. Appreciation is shown through awards of all types, for individuals and teams, heartfelt speeches from our executive team, giving out tons of prizes, and just having a chance to enjoy an all-around amazing time!

47 THE VENTERRA EXPERIENCE: WOW MATTERS

victory grand prize winners

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CRYSTAL SANCHEZ EXPERIENCE LEADER, COMMUNITY MANAGER ILUME

committed to fun We’ve made a promise to our employees that we will “make time to have fun and celebrate success” and our Fun Committee “Fun Ninjas” make sure it happens. This group of employees ensures that fun and celebration are an important part of our culture and have implemented many initiatives such as “Take Your Dog to Work”, March Madness Pools, Fantasy Football Pools, Fun themed Fridays, Halloween Costume Contests, “Minute to Win It” Team Tuscany is always ready games and good-natured office pranks. for a photo! #WeLoveVenterra #VenterraFunFridays

Jelly Bean Fun! 48

We celebrated National Jelly Bean day here at Zang with a resident event game “Guess how many Jelly Beans in the Jar.” The winner received tickets to the next Rangers game! I decided to let the staff play as well, but told them they were winning a sonic drink! The real prize was their very own RANGERS TICKETS! I knew any of them would be so happy to go, and the winner was Melanie! She was so happy and excited to get to the game! GO RANGERS!” CRYSTAL SANCHEZ EXPERIENCE LEADER, COMMUNITY MANAGER ZANG TRIANGLE

CASSI WALTER EXPERIENCE MAKER, BETTER LIVING CONSULTANT TUSCANY AT LINDBERGH

I’ve always been a manager who pushed fun at work. My passion is laughing after all! The fun committee makes it even easier especially when things are busy. We’re handed challenges, fun days, and ideas to keep our teams excited, motivated and having fun! LAUREN MOSELEY EXPERIENCE LEADER, COMMUNITY MANAGER TUSCANY AT LINDBERGH

It’s great to work for a company that understands fun is important. CALLIE MURR EXPERIENCE MAKER, BETTER LIVING CONSULTANT TUSCANY AT LINDBERGH

a Braves Game for

a Brave Team For the past seven weeks, I’ve spent most of my time at Balmoral Village, through it all, my team at Tuscany kept things moving and never once got negative about the situation or complained! A TRUE TEAM! I wanted to show them how much I appreciate each and every one of them and all that they do on a daily basis. So, in celebration of their accomplishments, and just being the awesome folks they are, I decided to treat them all (and a plus one) to an Atlanta Braves game!

LAUREN MOSELEY EXPERIENCE LEADER, COMMUNITY MANAGER TUSCANY AT LINDBERGH

Thanks for making working so fun, Venterra! FRANK DAMIAN EXPERIENCE MAKER, BETTER LIVING MANAGER SILVERBROOKE

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ANNE HOVEY EXPERIENCE MAKER, BETTER LIVING CONSULTANT VILLAS AT NEWNAN CROSSING

I love the fact that we always try to make a fun day at work. Regardless of how busy or stressful of a day we may have, we always try to make the best of it by taking a couple minutes to just have a good laugh.

Glassdoor

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THE VENTERRA EXPERIENCE: WOW MATTERS

Fun! This value, in my opinion, is unique. Many other companies are similar in their values, but “fun” seems to be lacking with them. Fun exudes positivity and leaves a lasting impact.

It’s Friday, friday Our continued focus on Employee Experience has turned up the FUN level once again! We’ve picked select Fridays where everyone in the office gets to dress for the day’s theme.

80s

western 50

i love venterra

look-a-like Love, love Fun Fridays! We all enjoy wearing the theme of the day and JEANS!!

jerseys selfies

VANESSA SULLIVAN EXPERIENCE LEADER, COMMUNITY MANAGER WESTOVER OAKS

I really love Fun Fridays! I am a little goofy!

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IVY RODRIGUEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT PARK 9

THE VENTERRA EXPERIENCE: WOW MATTERS

wow

superheroes

ITâ&#x20AC;&#x2122;S YOUR birthday In 2015 we announced that we would be giving employees their birthdays off to enjoy the day how they saw fit. Allowing employees to celebrate the day they came into the world on their own terms is one of the many ways we focus on the experience that employees have on our team.

memories begin around the dinner table 52

â&#x20AC;&#x2039; iane has worked tirelessly since takeover in February. With her D birthday coming up we found out that she did not have a kitchen table, so we jumped into action to WOW her with one for all her hard work. Once it was assembled, we told Diane that the apartment above her was flooding and she should go check her apartment to see if there was any damage. Maria was hiding in her apartment when she walked in. Needless to say the look on her face was priceless. Enjoy Diane you deserve it! CINDY MCCLAIN EXPERIENCE LEADER, COMMUNITY MANAGER THE CAPE AT GRAND HARBOR

we are family Family day is set aside as an excuse for our teams to mingle, cut loose, and have a great time with each other - and each other’s family! We’ve held Ranger games, barbecues, played sports, made art, taken boat rides, gone bowling, played laser tag, and much more!

Who wants to work on their birthday?!

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LISSA MAY EXPERIENCE LEADER, REGIONAL MANAGER

I love having the choice of whether I want to be at work on my birthday or not.

I love my team and Family Fun Day at Dave & Busters was a blast! It is nice to work for a company who appreciates your hard work!

JO VILLA EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER

JESSICA LUNSFORD EXPERIENCE MAKER, BETTER LIVING CONSULTANT ST. ANDREWS

THE VENTERRA EXPERIENCE: WOW MATTERS

take your dog to work I have taken my dog to work twice now and love the ability to have her with me. Last year a Community Manager went through a tough time with her elderly dog. It was nice that she could bring him to work with her, so she could keep an eye on him. He was very sick and it was important to her that she be with him in his last weeks. I am super glad we are a company that allowed this. It meant so much to her.

Having a friendly dog in the office helps create a warm and welcoming environment that our residents and prospects have been able to feel! We already do so much to make our Venterra communities feel like home, and for many, a home isnâ&#x20AC;&#x2122;t a home without a 4 legged friend!

TERI DAVIS EXPERIENCE LEADER, REGIONAL MANAGER

Brought my Jade to work today, she has been a trooper and loved exploring our clubhouse. One of our residents even brought his puppy in when he came to pick up a package and the two played around the office. Love that we are able to do fun things like this with Venterra!

KASSIDY WOOD EXPERIENCE MAKER, BETTER LIVING CONSULTANT CARRINGTON AT PARK LAKES

Meet the newest team member at Tuscany, Buster! In his spare time he enjoys long walks in the park, bandana shopping, social mixers at Doguroo and eating ice cream! #DogsOfVenterra #TeamTuscany #TuscanyAtLindbergh KIMBERLY AGUDELO EXPERIENCE MAKER, BETTER LIVING MANAGER TUSCANY AT LINDBERGH

Simona came to work with me last week! She followed me around everywhere! #messyhairdontcare #justdeskchillin

Charles is helping manage Hamptons today! TRAVIS SWANSON EXPERIENCE LEADER, COMMUNITY MANAGER THE HAMPTONS AT WOODLAND POINTE

SHAWNA CIHAT EXPERIENCE LEADER, REGIONAL MANAGER

Tink came to work with me today. She helped Miguel with his invoice matching. She may have leased an apartment as well. TERI DAVIS EXPERIENCE LEADER, REGIONAL MANAGER

55 THE VENTERRA EXPERIENCE: WOW MATTERS

Bring Your Dog to Work Days! Miguel at South Shore Lakes brought his little guy to work and I was in heaven! Isnâ&#x20AC;&#x2122;t he adorable?

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CRYSTAL SANCHEZ EXPERIENCE LEADER, COMMUNITY MANAGER ZANG TRIANGLE

some say thanks, we say TIME TO GET PAMPERED!

puppy love

Tracy has been working hard this holiday season, not only to get just the right gifts for her loved ones, but also to keep our property running smoothly. This is our first quarter without a housekeeper, and Tracy has come in early and on her days off to help with the cleaning of our community and sprucing of our show units. I felt it was time to treat her to something for herself in appreciation of her efforts. I took Tracy shopping at her favorite mall department store where she immediately fell in love with the “puppy sweater”you see her cheerfully wearing. I was glad to help bring a smile to her face. MAYRA DEHOYOS EXPERIENCE LEADER, COMMUNITY MANAGER CARLYLE PLACE

Laura had a great quarter in Q1 of 2016. She got a Top Shop and was scored #1 on the new Better Living Consultant scorecard. Laura transferred from Park Manor last year, and it has been a big adjustment for her on our property here at The Villas. She has done such a great job with getting to know our residents, becoming a great team member, and learning how to deal with a much busier property. I am so proud of her for her accomplishments in the quarter. She did a great job! Recently her mother was put in the hospital and then had to go to a rehabilitation facility. This has been very stressful for Laura. Laura’s mother moved back in with her last week, and now Laura is taking care of her along with Home Health Care coming by during the week. I thought that this would be the perfect time to pamper her. I bought her a gift card to her nail salon and her favorite spa, Aveda, so she can get a massage. She loves massages. She was so excited when she opened her surprises! TONYA DIX EXPERIENCE LEADER, COMMUNITY MANAGER VILLAS AT NEWNAN CROSSING

cruising fun

Despite the work demand and long hours, Leon still comes in with a smile on his face daily. He has a positive attitude and makes sure everyone is having a good day. This past month weâ&#x20AC;&#x2122;ve had a high service request demand, and Leon stayed longer hours and even worked on a Saturday! I wanted to give him a token of our appreciation for his work and dedication. Early this week he came to show me pictures of a repair he completed for a resident and I noticed that his phone screen was shattered. I was able to find out who his provider was and went out to find him a new phone. I cannot describe the look on his face when we gave it to him! FABIOLA CELADO EXPERIENCE LEADER, COMMUNITY MANAGER PRESERVE AT COLONY LAKES

we promise that we will strive to ensure that you have the tools and resources you need to be successful you promise To Always live our values and defend them

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ANNE MARIE MYRTHIL EXPERIENCE LEADER, COMMUNITY MANAGER THE LINKS AT WINDSOR PARKE

A little appreciation

57 THE VENTERRA EXPERIENCE: WOW MATTERS

Maried is our Better Living Manager at The Links and she is definitely a wonderful asset to our team. She is constantly on the go and is extremely flexible with our work schedule. When we took over the community she worked all weekends for six weeks straight while we tried to staff our community. So when she came to me and said that she was going on a cruise, Maitina and I thought it was a great opportunity to WOW her, so we surprised her with chocolates and a bottle of wine in her cabin for her to enjoy her cruise. We truly appreciate all that she does.

maintenance appreciation week you deserve it!

These guys and gals do the dirty jobs like plumbing, electrical, and HVAC repairs, as well as those outside the typical maintenance requests like running errands, fixing bikes, jumping cars, hanging pictures, finding lost rings in plumbing, and tons more, not to mention the all-nighters they frequently pull to respond to emergency requests. They are the backbone of resident satisfaction results and the reason we can confidently say that living at a Venterra community means a resident experience that is by far the best.

To show our maintenance teams the love they deserve, our Experience Leaders, communities and even residents went all out during maintenance appreciation week to thank their maintenance crews for all they do.

giving back volunteering & charity

In 2016, we challenged our employees to a 30 Day give back challenge where they were encouraged to volunteer their time to those who need it most. I believe that giving is actually therapeutic. It’s amazing how helping others takes the focus away from what may not be going well in your life! Each Sunday I volunteer in the children’s ministry: Upstreet at Northpoint Community Church. We play games, we learn Bible stories, we sing and dance, and we learn about each other! I have a great group! My two children come with me sometimes and help me out. It’s good for them too! The kids look forward to it and I look forward to seeing them!

MAYRA DEHOYOS EXPERIENCE LEADER, COMMUNITY MANAGER CARLYLE PLACE

I attended a two hour training for a Reading Circle that I will be volunteering with starting in October. I’ve been wanting to do this for a while but typically have conflicts with the training. Last night I almost talked myself out of going because I have a lot to do this week, but I pushed those thoughts aside and went! It was really great and I’m really excited about participating. I will be helping refugee children in Dallas learn to read and/ or improve their reading and comprehension. It will be such a great way to get involved with this community. ROBIN FINNEY EXPERIENCE LEADER, MARKETING

59 THE VENTERRA EXPERIENCE: WOW MATTERS

Giving back is always important, especially when trying to be a good role model for my kids. They inspire me every time they see someone asking for money at a street corner and they race to find money in my purse to help out. Their warm, giving hearts will guide me this month of giving back! As a family we have decided to make “survival kits” for the homeless. We will include toiletries, a small blanket, flashlight and words of encouragement to keep their spirits up!

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TRACY REES EXPERIENCE LEADER, COMMUNITY MANAGER REFLECTIONS ON SWEETWATER

We love to make a difference in our communities and have raised more than $165,000 for Susan G. Komen.

61 THE VENTERRA EXPERIENCE: WOW MATTERS

On your behalf, families in South Sudan will receive Life-Saving Water from Clean Water Wells. This gift will provide much needed hydration that will be invaluable for adults and children. It will keep them safer, healthier and even more importantly alive. Itâ&#x20AC;&#x2122;s a gift that keeps on giving and will have expanding positive impacts on the receiving communities, in terms of generational health, educational outcomes, and productivity.

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We look back on 2016 with gratitude for all the great relationships we enjoy with our partners. We are very grateful for our ongoing, productive relationship. We are also thankful for the good fortune we have, living in this part of the world. We are mindful of the fact that many live in structurally much more difficult circumstances. One of the challenges keeping developing nations back is lack of clean drinking water. This affects multiple families, striving to keep their children alive and healthy. This year we are partnering with a firm that is making inroads to solving this problem.

the resident experience 62

Stephanie Gonzalez, Experience Leader, Director of Resident Experience

At Venterra, we know that to serve our prospects and residents best we must first understand who they are and what they are going through. The life changing events that result in a move are stressfulâ&#x20AC;&#x201D;marriage, divorce, job transfer, death, college, etc. Whenever we welcome someone into our doors, our job and passion is to recognize and understand the true needs of our customers, develop a relationship with them, and provide an inviting and fun environment filled with peace and comfort. I love hearing and reading the feedback from our prospects and residents in this section and am fortunate to work with people dedicated to making a difference

residents, the better we can serve them and the more we can do to make a difference. Our teams do a great job of managing apartment homes, but the apartment itself is just a structure. Their passion and our success lies with serving the individuals and families living within.

To all of you who serve our prospects Creating an excellent experience for our and residents with genuine care residents isn’t about following a script or and passion and help to make their policy. It’s about listening and learning apartment a home, thank you. about them. The better we know our

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in our residents’ lives. Story after story is about how you brought positivity, care, and simplicity to a resident’s challenging and sometimes complicated situation. In some cases, what you did was simple; you gave extra time or took an extra step, while in other situations what you did was more significant; but each was meaningful and memorable.

63 THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES!

Finding a new home is scary Before it Becomes

Exciting 64

When someone walks into a Venterra community, we want them to feel welcomed and at ease. Moving and the process of finding a new home isn’t easy; it’s unsettling. We strive to turn that anxiety into the warm comfort of a Sunday afternoon. Moving should be exciting, but being comfortable and feeling at home must come first...only then can it be exciting. Have questions? We’ll patiently answer them all. Need help with picking furniture? No worries, we’re happy to put our interior design skills (or lack thereof) to work. Want to see the apartment 5 times before moving in? That’s great!

That’s when we know THE excitement has set in.

RAQUITA MCCOLLISTER EXPERIENCE MAKER, BETTER LIVING CONSULTANT THE PRESERVE AT OLD DOWLEN

MARIO PERKINS EXPERIENCE MAKER, BETTER LIVING CONSULTANT GEORGIA

My experience with Reflections on Sweetwater while searching for a home has been exceptional. Stephany spent a large amount of time with me and took care to make sure everything I wanted was available. I was impressed by the management and am now excited to move into my new place. HANNAH FRAWLEY RESIDENT SINCE SEPTEMBER 2016 REFLECTIONS ON SWEETWATER

The staff at the community are the friendliest and most courteous people around. They were very helpful and did a great job with everything from the paperwork to showing me around the community. Darlene was very helpful and even put me in contact with someone who could help me with furniture that I needed. Darlene went above and beyond in helping me get set up in my new apartment. ALBERT CULLINS RESIDENT SINCE JANUARY 2016 SOUTH SHORE LAKES

Our residents ranked Venterra 2% higher than the industry standard for overall impression.

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

I had a prospect who wanted to see how her furniture looked in the apartment. She had the furniture dimensions and wanted to really visualize where she was going to put everything. We ended up spending over half an hour measuring and laying down painters tape all over the vacant in the shapes of where her furniture would go. ALEX CHACON EXPERIENCE MAKER. BETTER LIVING CONSULTANT

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Our Customer Service values create a peaceful atmosphere and community for our residents.

65 THE VENTERRA EXPERIENCE: WOW MATTERS

Choosing a home is one thing. Moving into it is another. Moving in makes everything real, and this the time to REALLY show residents they made the best decision because they will receive service parallel to none.

ranked higher than the competition

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

A prospect asked if he could have his old personal watersaver toilet installed and then removed at move-out.

First impressions count for everything. If we don’t nail this, then they will have a negative notion of us throughout their stay regardless of how good we make everything else.

Because I serve as the first point of contact for prospects, I honestly believe their first impression with me sets the tone for the remainder of their experience.

ALEX CHACON EXPERIENCE MAKER, BETTER LIVING CONSULTANT ST ANDREWS

JENNIFER MENDEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT VENTANA

TRACY WALL EXPERIENCE MAKER, BETTER LIVING CONSULTANT

• • • • • • • •

I was asked to go to an apartment and remove some sexy videos from the DVD player because the girlfriend planned to stop in by surprise and he was at work. Ramón and I went and did him the favor. ADRIANA RAGAN EXPERIENCE LEADER, COMMUNITY MANAGER

• • • • • • • •

As I was walking around the apartment for a fire inspection, this cute little dog was so excited to see us that he barked at us for a few minutes, picked up his leg, and then peed on me. I didn’t have an extra change of clothes, so I finished out the day with dog pee on my pant leg. Yuck! LEIGH SUBLETT EXPERIENCE LEADER, MARKETING

service values

Make it the Best Do things right the first time and ensure total product and service quality.

“”

Make it the Best means making the best out of every situation. No matter the situation, give it the best you can. Araceli Hernandez Experience Maker, Better Living Manager The Park at Waterford Harbor

Simple We make every encounter easy and convenient

STACY WATSON RESIDENT SINCE MAY 2016 PROVIDENCE OF NORTHLAKE

Jerelly was absolutely amazing. She had great patience, and helped me weigh out all of my options. I was so indecisive, but Jerelly was very kind. I would recommend her and Russell to anyone who asks. DEZARAY PONDS RESIDENT SINCE MARCH 2016 SHADOWBROOKE

I loved how the leasing agent took really good care of us during our visit here. We felt Darlene was awesome, very helpful and nice. so much more welcomed at Gateway North. I am an Operations and Personnel Manager Shelby took her time and answered all of our questions. We didn’t feel rushed, and with my company and would be proud if she really made sure that she acknowledged Darlene was one of my employees, purely what our wants and needs are, while at the based on how she treats customers. You same time selling the place without being should be proud. pushy. She is a great asset to your team and RYAN BROWN really made a difference for our visit. She will RESIDENT SINCE OCTOBER 2016 be one of the many reasons on why we will SOUTH SHORE LAKES love living here. MIKE SNOW RESIDENT SINCE MAY 2016 GATEWAY NORTH

67 THE VENTERRA EXPERIENCE: WOW MATTERS

Providence of Northlake is a wonderful apartment community. The staff who are amazing, funny, and friendly, made me feel beyond comfortable while going through my application process. Overall Providence of Northlake will be a wonderful place to call home. I’m beyond happy with my choice.

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service promises

Most tours by one prospect before leasing?

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

TRUE STORY!

I’ve had one couple come in twice a week, every week, since June 6th to lease for the end of December. They finally leased but we’ve kept their standing Tuesday and Thursday appointments to tour the community. NATHALIE GUILLORY EXPERIENCE MAKER, BETTER LIVING CONSULTANT CALAIS MIDTOWN

The Hamptons has exceeded all of my expectations by being the best leasing experience that I’ve ever had. I am new to the Nashville area and began searching for my next home. After looking at several other communities in the area, I was so impressed with the Hamptons that I didn’t feel the need to look any further. The facilities are extremely nice and well maintained. The entire office and maintenance staff are exceptionally friendly and have responded immediately to any question or issue that I’ve had. I would recommend the Hamptons to anyone who is looking for a quality living experience in the Nashville area. JAMES EARGLE RESIDENT SINCE JANUARY 2016 THE HAMPTONS AT WOODLAND POINTE

Kelly was very personable, and went out of her way to put me at ease. She was very easy to talk to and has a great sense of humor. I was surprised by the level of service and hospitality she offered to me, as well as to other people in the office. She seemed to know everyone’s name and made sure to greet them with a smile. It was top notch service and that is not easy to come by these days. JENNA FLORENCE RESIDENT SINCE MARCH 2016 VILLAGE WALK

Priyanka is amazing, friendly and knowledgeable. We were promptly greeted and offered water. She has been great communicating with us and keeping us informed. We couldn’t ask for a better leasing agent! SOKHA THON RESIDENT SINCE MARCH 2016 THE PALAZZO

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I once had a prospect ask me if he could smell the outlets because he wanted to make sure the previous resident did not smoke or have any pets. GLORIA GARZA EXPERIENCE MAKER, BETTER LIVING MANAGER

Jose is the person who convinced me to live at Carrington. I had toured at least 50 homes and 4 apartment communities and it was his caring attitude that made me decide on Carrington. I am looking forward to becoming a resident. RAMONA LYNN LOCKE RESIDENT SINCE SEPTEMBER 2016 CARRINGTON AT PARK LAKES

power of nice Be positive, smiling and willing to share a laugh

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In this world, nice is not the norm. I love that we embrace the nice and it is actually our strength Mollie Witt Experience Maker, Regional Better Living Manager

TERI DAVIS EXPERIENCE LEADER, REGIONAL MANAGER

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service values

69 THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES!

The move-in process and subsequent weeks after are the most critical and sets the tone and expectations for the rest of their residency. We have a perfect opportunity to amaze our new residents with an awesome moving experience. This is such a stressful time for them, so by greeting them with enthusiasm, giving them free pizza on move in day, having bottled water and toilet paper at their disposal and making sure there is a parking spot near their unit, we make them feel welcome and confirm their decision. We continue going the extra mile by stopping by the next day and making sure they don’t have any questions. A week later, an e-mail lets them know we are here for them. It’s those simple things that last, and show our residents we care!!

Our leasing agent was simply amazing. She listened to my needs and went out of her way to show me apartments and research other options for availability in the community. She made it fun and informative. MATT DAVIS RESIDENT SINCE FEBRUARY 2016 VILLAS AT NEWNAN CROSSING

I think these customer service promises ensure that we make a great and lasting impression on each of our prospects and residents. We try to make everything as simple as we can to make their lives easier. We keep tours and conversations fun and light. We work hard to ensure everyone is happy with each situation and outcome. Exceptional means to me that in all areas of our jobs we are trying to make the residents experience with Venterra outstanding so they will continue to lease with us in the future.

KASSIDY WOOD EXPERIENCE MAKER, BETTER LIVING CONSULTANT CARRINGTON AT PARK LAKES

You have a gem in Sandria. She’s an excellent salespersonone of the few I’ve met that easily fits the best features of the community into a conversation, rather than rattling off a list of numbers. She’s easy to talk to and is good at pointing out positives about this community that I didn’t even think to ask. AMBER PATTERSON RESIDENT SINCE FEBRUARY 2016 PROVIDENCE AT NORTHLAKE

Christi was awesome, warm and inviting. I wasn’t going to visit here at first, but I thought why not try and see if they were in my price range. I had visited another apartment community and they were cold and made me feel rushed. Then I came to Silverbrooke and Christi wowed me from start to finish. She asked what I was looking for and then took me on tour. With every step she showed me that this should be my new home. COLLEEN WALWIN RESIDENT SINCE AUGUST 2016 SILVERBROOKE

Macy and Ashley were both very professional and had an answer to all of my questions. I leased at Forest View prior to this, and I came back because I knew they would treat me right and take care of my needs. I wish every leasing office had great staff like they do here. JULIE FAIR RESIDENT SINCE MAY 2016 FOREST VIEW

Working We are the industry leader in reliable service promises

apartment features and amenities

The staff made my experience so enjoyable! Emily worked above and beyond to make sure I got the apartment of my dreams, and Jennifer has been incredible since the first day she showed me the apartment! I could not have asked for a better experience! LINDSEY BRUNER RESIDENT SINCE JULY 2016 CHAMPIONS GREEN

I haven’t even moved in yet, and I’ve already received exceptional service. The staff here are great. I’m confident that I’ve made the right decision in choosing them. LAPORTIA MCREAL RESIDENT SINCE OCTOBER 2016 CHAMPIONS GREEN

Kristen welcomed us with open arms and spent an extraordinary amount of time with us. She patiently answered all of our questions. Excellent doesn’t even begin to describe her customer service skills! EDWARD FIGUEROA RESIDENT SINCE SEPTEMBER 2016 THE HAMPTONS AT WOODLAND POINTE

Patty was wonderful. It was a very stressful time finding an apartment at such short notice. She was extremely easy to speak with and very helpful. CAROL LOVELL RESIDENT SINCE SEPTEMBER 2016 CYPRESS POINTE

Our residents ranked us 5% higher at communications than our competitors

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • • Prospect ”Do I have to bring you a sample of my dog’s poop at move in?” Me ”Why would I have you do that?” Prospect ”Because when you find poop not picked up you run a DNA test and fine me?”. Me (out loud) “no, lol we don’t do that here.” (in my head thinking) “Wow, that’s a brilliant idea!!” DARLENE SEALE EXPERIENCE MAKER, BETTER LIVING CONSULTANT

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GINNA SPALLATO RESIDENT SINCE APRIL 2016 VILLAGE WALK

ranked higher than the competition

71 THE VENTERRA EXPERIENCE: WOW MATTERS

Dealing with Kelly was excellent as was my overall impression with the community. She was a joy to deal with, and I appreciated all of her time and assistance. Lane and Shani were also very kind, friendly, and accommodating. This is a beautiful community that is clean and very quiet which is just what I was looking for. The extra events for the residents here shows how engaged and dedicated the Office Staff are and their sincerity in making everyone enjoy their home here. I looked at many apartments in the area and none of them appealed to me like Village Walk did. I know I made the right choice. I am very happy to be here. Thank You.

“Moving was so easy!” said nobody...EVER! It’s a bit like joining a gym where you pay to experience physical pain. Why? The answer lies in the experience. We understand that our customers have just made a big decision in their life and the process of completing the move and getting settled in isn’t easy. They’ve made the painful decision to move because they know the experience will put them in a better place in their life (literally - see

what we did there?). They know that on the other side of this complicated effort is something worth moving for. We want to be a part of that experience. At Venterra, we want our newest residents to feel at home immediately. We go to great lengths to help them settle in and find happiness as quickly and as efficiently as we can.

Your staff did an outstanding job with making us feel welcome and an important part of the community. The environment here is beautiful and relaxing. We feel very safe here with your security measures. We could not have found a better home. EDGAR SCHUMACHE RESIDENT SINCE JULY 2016 FAIRWAYS AT SOUTH SHORE

I really love Bala Woods. I wasn’t prepared to purchase a home at the time, but Bala Woods gave me the homely feeling I was looking for. What a luxury to live in an apartment home and have a two car garage. After living here I’m okay without purchasing a home. TELISA VERNON RESIDENT SINCE JULY 2016 BALA WOODS AT KINGWOOD

Zang Triangle is and has been a great place to live. It was exactly what we needed, at exactly the right time we needed it. It is close to our work, has a great view of the city, & has easy access to Downtown via walking, riding a bike, or now taking the Dallas streetcar. We have not had any issues since moving here from out of state. I would say it fits the bill just right for what a luxury apartment community should be. JOHN POWERS RESIDENT SINCE JULY 2014 ZANG TRIANGLE

Venterra Residents ranked the application process 7% higher than our competitors.

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

This one takes the cake: She came in to tour and decided to wash her face in our model. She even used our decorative hand towels to dry. RAQUITA MCCOLLISTER EXPERIENCE MAKER , BETTER LIVING CONSULTANT

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I currently have a new move in that drives 2 hours each way to view the apartment. He’s been by 5 times. In fact, he is coming in again today. PRIYANKA SEQUEIRA EXPERIENCE MAKER, BETTER LIVING CONSULTANT

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HAILEY MIGE RESIDENT SINCE SEPTEMBER 2016 COLLEGE VIEW

ranked higher than the competition

73 THE VENTERRA EXPERIENCE: WOW MATTERS

Dylan was my leasing agent for my move in and she was nothing but the best to my mom and me. Being a first time homeowner, I was very scared and worried about living on my own. But she insured me that I would feel nothing but safe here, she explained how she was on her own and how she was able to get through it (which made me feel better). It’s been nearly a month and a half and I’ve met people around me that I have created friendships with, and I’m more than happy that I made the choice to move here. Dylan is the best and definitely knows how to make your experience here amazing! Her bubbly spirit is awesome.

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

We had a woman tour our two bedroom. She said that she loved the apartment and would lease it once she discussed it with her kids. As I was doing the guest card I asked her how many occupants would be in the apartment and she stated three –1 adult and 2 kids.

About 3 hours later, a man came in looking for the same thing and would also have 3 occupants in his two bedroom two bath. As I was asking for the deposit, he said that he needed to discuss it with his kids. I told him that a woman had come in earlier and was very interested in leasing it as well, and that it may not be available if he waited. He leased it right away. I called the women to let her know that the apartment had been leased. She responded with “ Yes, I know. My soon to be EX-husband just told me he beat me too it!” CHRISTI CARRINGTON EXPERIENCE MAKER, BETTER LIVING CONSULTANT

REAL VENTERRA EMPLOYEES! Michelle, Elizabeth, and Christina were pretty amazing in making sure our move-in experience was great. If there were obstacles that came up along the application process, they were discussed and worked out with great ease and efficiency. Our apartment was beautiful when we moved in, and though there was some initial construction going on in the community, the ladies in the office were able to accommodate our needs. PATRICIA RUNNER RESIDENT SINCE MARCH 2016 THE DOMINION AT WOODLANDS

We had an amazing move in experience. Everyone was so informative and helpful. The apartment was spotless and beyond clean. With most places you feel like you still need to clean more yourself. Not here, there wasn’t even any dust anywhere. Angela K was super nice and great to talk to. She knows her job and is very inviting and makes your move in feel like you’ve already been neighbors for 25 years! ANTHONIE MESSER RESIDENT SINCE APRIL 2016 THE HAMPTONS AT WOODLAND POINTE

I have not leased an apartment in many years, and the staff made it so easy. They went the extra mile to make it easy for us. They brought chairs, so we could enjoy being outside, and they brought cleaning supplies. They truly made us feel welcome. SHEILA GIBBS RESIDENT SINCE APRIL 2016 VILLAGE WALK

service values

Say Thanks

JO VILLA EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER

“”

Showing appreciation is vital to building long-term relationships with our residents. There are many options available on the market, and I’m super excited each time someone chooses to live in one of our communities. It’s a mutually rewarding experience, and we extend continual thanks to all of our residents who entrust us with providing their families a memorable living experience. Jessica Durow Experience Leader, Marketing

75 THE VENTERRA EXPERIENCE: WOW MATTERS

We prove to our residents that our customer service does not stop when they submit their application; it continues through the move-in process. This cements our residents’ confidence in the decision they made to make us their new home.

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Continuously thank our customer for choosing Venterra.

Clean We keep our properties clean and inviting service promises

I’ve lived here for nearly three months. I love it here. The girls in the office are super sweet and nice. The maintenance crew are nice and helpful, as well. My apartment is comfortable and cozy. It’s a quiet and friendly neighborhood. The location works perfectly for me, and I can se myself staying here for a while. Check it out...you won’t be disappointed. PAM STEVENS LYONS RESIDENT SINCE JANUARY 2016 VILLAS AT NEWNAN CROSSING

Carlyle Place is our first apartment, and we fell in love upon touring. Move-in day was great and we’re still having an amazing time almost two months later! The kitchen is gorgeous, fully stocked, and well maintained. The wood flooring and carpeting are all beautiful and welcoming. Our neighbors above and below us are friendly and quiet, and the staff of the apartment is so small that we can get to know them easily.

MEGHANN DORRYCOTT RESIDENT SINCE DECEMBER 2015 CARLYLE PLACE

Very positive. The staff at Apex is exceptional. They are quick to respond to any questions I have. Dustin did a great job of explaining the move-in process. The day of the move couldn’t have gone any smoother. ALEXA REASS RESIDENT SINCE JANUARY 2016 APEX WEST MIDTOWN

Jerelly was absolutely amazing. She had great patience and helped me weigh out all of my options. I was so indecisive, but Jerelly was very kind. I would recommend her and Russell to anyone who asks. JENNIFER CAPSHAW RESIDENT SINCE JULY 2016 WESTMINSTER AT BUCKHEAD

Over the years of living in the city and in multiple apartment complexes, I couldn’t be more satisfied with my overall experience at Apex. I have only been living here for a short period of time, however the professionalism throughout my move-in process has already been above all the places I’ve lived and they have been prompt with any issues I’ve had. They are courteous, efficient, and overall a pleasure to work with. Also being in the customer service industry, you know good service when you experience it and this property definitely has it. ALBA BRADY RESIDENT SINCE JANUARY 2016 APEX WEST MIDTOWN

So far it’s been a wonderful experience. I signed my lease less than a month ago and have already recommended this community to my sister. The office staff has been welcoming and super friendly. A big portion of my interactions with South Shore Lakes has been online and it has always been quick and very convenient. BRANDY PEREZ RESIDENT SINCE OCTOBER 2016 SOUTH SHORE LAKES

We have had such an amazing experience since moving into this community. The employees who work here are some of the most kind and genuine people that I have ever met! We (especially our daughter) have really enjoyed all of the outdoor amenities and love how wellkept and beautiful the scenery is. I am grateful to call this place our home! AMBER RUMORA RESIDENT SINCE SEPTEMBER 2016 SOUTH SHORE LAKES

I have been in my apartment for almost a month now and I’m loving it! When I started my search for a place to live online, no matter where I looked I kept coming back to Carrington. I narrowed my decision as to where I would like to tour and Carrington was the only one left on my list. I am so happy with my choice! MONICA HOWARD RESIDENT SINCE SEPTEMBER 2016 CARRINGTON AT PARK LAKES

Venterra Residents ranked the move-in process 8% higher than our competitors.

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

A resident asked us to flip all his doors to swing out versus in. STEPHANIE BURNS EXPERIENCE LEADER, COMMUNITY MANAGER

• • • • • • • •

I had a prospect come in a second time before applying and asking me if I could lay down across the dining area because I was as tall as the length of his dining table. ARACELI HERNANDEZ EXPERIENCE MAKER, BETTER LIVING MANAGER

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CHRIS GRIFFIN EXPERIENCE LEADER, MARKETING

ranked higher than the competition

77 THE VENTERRA EXPERIENCE: WOW MATTERS

More often than not, in the apartment industry, prospective renters are treated like royalty only to be reduced to an apartment number, but not at Venterra. I love telling prospects that we have an inspection process that’s over 200 points, that each team member puts eyes on an apartment before a new resident moves in, that we guarantee they are going to love their move-in experience. It’s humbling to see how much work goes into making sure our new residents are completely satisfied in their new homes. That’s just how we roll. Their experience is important to us.

venterra is my Impressively New Responsive Management Team! I transferred for work from Texas to Jacksonville at the end of 2015. The Links at Windsor Parke was one of the choices recommended by my future colleagues. When I first called to get rental information, my phone experience was not the greatest, but I still decided to sign a 15-month contract. The rental office assured me that they would be open on my day of move-in even though it was scheduled for December 31, New Years Eve and typically when businesses close early.

As it turns out, I was the last person to lease with the old management company and the first move-in for the new owner, Venterra Realty, on the New Year’s Eve. The office was supposed to be closed. Of course, I was ignorant about all of this when I drove up to the office of my soon-to-be-new-home where there was a sign on the door stating they were closed for both New Year’s Eve and New Year’s Day. Standing there in confusion, I tried the door and found it to be open. At that moment, I met the only person still working that day, Mr. Wesley Carroll, who greeted me politely, and explained to me that they (Venterra Realty) had just acquired the property the day, before when they found a pending move in they hadn’t been made aware of until this day. Knowing it wouldn’t be right to ask me to change my move-in date, Wesley waited in the office for my arrival--even though he was previously scheduled to fly back home to Texas before the end of the year. He walked me to my new apartment, and realized that the previous owner had not prepared my apartment according to Venterra’s standards.

He called in his maintenance crew for emergency and promised me that if they couldn’t fix the apartment quickly for me, they pay for me to stay in a hotel for the evening. All in all, I saw him amazingly bring his people in to fix most of the issues the very same afternoon. In the end, I had requested new carpet which they honored as well. The new carpet was installed a few days later and I was finally able to move in happily on the following Tuesday night after work. Looking back, this is an occasion that could have turned disastrous if the new management didn’t hold such high work ethics of themselves. They could have used every excuse possible to blame the previous owner for my “unexpected” arrival, but they didn’t. Mr. Wesley Carroll went out of his way to make sure that my new home got prepared up to their high standard and my move-in experience was smooth and pleasant. To achieve this, he sacrificed his chance to go back home to celebrate New Year’s Eve with his friends and family in Texas, and instead waited for me in the office all by himself, and then organized all the maintenance work afterwards! The way he took full responsibility for the company to greet their tenants on this special, yet unexpected situation, gives me lots of confidence for the new management team. I thank the sun and stars above for the good fortune that the property was acquired by a company with such high standards! HONGMEI LI RESIDENT SINCE DECEMBER 2015 LINKS AT WINDSOR PARK

Crystal Bradford, the Community Manager, went above and beyond to make the leasing and move-in process easy and convenient! My husband and I work different shifts, and she made it possible for us both to see and approve of the property so we could make this decision as a team. She goes out of her way to create and encourage positive social interactions among the youth in the community. My family was new to the area and this really got our kids off to a good start! On move-in day, there were small gifts in the apartment such as dish soap and toiletries; it made the place feel more like home. ASHLEY BRIGGS RESIDENT SINCE AUGUST 2016 COLLEGE VIEW

I am very impressed with the entire staff, office and maintenance. Cody was extremely professional and explained all phases of the entire move-in process, step by step. Thank you all for everything. My daughter and I are very pleased in our new home at St. Andrews. LATONYA BYARS RESIDENT SINCE FEBRUARY 2016 ST. ANDREWS

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I toured an adorable family. The husband, who was with his wife and their 11 month old son asked me if their baby could use my iPad cover (the old one without the keyboard) as a teether. Dad: “Is it okay if he bites on it? The rubber feels good against his gums.” Me: “Ugh I don’t have a problem with it, but it’s most likely very dirty!” Dad: “It’s okay. I wanna build up his immune system.” JO VILLA EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER

• • • • • • • •

It was complete short notice and I needed to move in as soon as possible. They took care of me so well and gave me everything I needed to know in a short and simple manner and pricing was flexible. I truly thank them all for helping me. My day was made when I was able to receive my keys in an early manner. I can’t wait to inform others about this marvelous atmosphere. SELESTE GONZALEZ RESIDENT SINCE OCTOBER 2016 THE DOMINION AT WOODLANDS

I was going over the pet deposit and fees with a prospect. They said, how do I give you the paperwork on my fish? DIANE TIDWELL EXPERIENCE MAKER, BETTER LIVING CONSULTANT

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RACLIO ACOSTA RESIDENT SINCE MARCH 2016 ST. ANDREWS

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA

79 THE VENTERRA EXPERIENCE: WOW MATTERS

Since I first stepped into the office, I immediately felt welcomed. I took the tour and everything was explained in detail regarding different room options and move-in dates. The application process was easy to follow as well. Every time I come into the office the staff is very welcoming and willing to answer any questions I have. The move-in process was also outstanding. I am truly happy living at St. Andrews.

We LOVE

service requests! ‘Are you friggin kidding me? Is this the Ritz Carlton or Balmoral Village?’

said recently by Bob Micciche, a resident of Balmoral Village Apartments after experiencing Venterra maintenance.

‘Who says that? I was amazed!’ asked

by Jacqueline Jones a resident of Belterra Apartments after our Maintenance Technician asked if he could schedule work around her sleep schedule as to not disturb her.

Our Maintenance teams are a big part of customer experience discussions at Venterra. When something goes wrong in someone’s home, we’re not happy about it… well, maybe a little. You see, sometimes it’s only when something goes wrong that we might get the next opportunity to nurture our relationship a resident. And when it does, we suit up! We fix it fast. We personalize everything we can. Our Maintenance teams are even known for fixing the personal belongings of our residents while they’re in their home. For example, that table that’s been broken for months? Not after Venterra Maintenance sees it. We’re going to fix that while we’re in the apartment. It’s just like our mothers used to say, “Leave things better than you found them.” Our maintenance teams are the backbone of the Venterra Living experience. They’re the best in the industry and we’re fortunate to have them.

ranked higher than the competition

Our residents ranked us 7% higher at overall satisfaction with maintenance than our competitors

Anticipate the unspoken needs of our customer.

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Rather than “fixing an issue”, it is best to avoid it altogether by addressing problems before they upset the resident. This is a major priority when it comes to service requests. Mayra Dehoyos Experience Leader, Community Manager Carlyle Place

A resident called me upset because she felt someone had been drinking her liquor. She swore that she always knew what level each bottle should be at, and she just knew someone had been drinking her alcohol. She also felt this was a valid conclusion because a cowboy hat that sat close to the liquor had also been moved….But it gets better. You would think she would say that maintenance was drinking it (crazy, I know) but no... THE GHOST WAS DRINKING ALL OF IT. TRACY REES EXPERIENCE LEADER, COMMUNITY MANAGER

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a step ahead

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81 THE VENTERRA EXPERIENCE: WOW MATTERS

service values

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA

ranked higher than the competition

Our maintenance teams responded 7% faster to work orders than our competitors

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

A resident asked us to change the rain spouts behind her apartment building because the current spouts were circular. She was concerned that the circle shape would direct heavy water away from the building into the lake, and that the squared end extension would better seal the “moisture” from getting in her apartment. ISMAEL BASART EXPERIENCE LEADER COMMUNITY MANAGER

I had an issue with my AC unit and Miguel was there within 20 munutes after calling the office! He fixed the AC and was very friendly. While in my apartment, he also noticed a screw was missing from the laundry door and fixed that as well as on one of my sliding door blinds. He is the guy and did a GREAT JOB! WAYNE MESMIN RESIDENT SINCE AUGUST 2015 FALCON SQUARE AT INDEPENDENCE

I have to say that the service I received for my maintenance request was truly phenomenal. I called the emergency number and within 5 minutes, I got a call back. 10 minutes later, a maintenance tech was here and evaluated the issue. An hour later, I had a new water heater installed. And an hour after that, some other maintenance guy shows up at the door. He tells me that he was working in the apartment below mine and wanted to check on me and make sure everything was okay. Are you friggin kidding me? Is this the Ritz Carlton or Balmoral Village? How can I acknowledge this rare level of service to leaders on the management team? I have not had this level of service in any aspect of my personal or professional life in a long time. BOB MICCICHE RESIDENT SINCE MAY 2015 BALMORAL VILLAGE

As a longtime resident, I feel compelled to take this opportunity to give highest praise to the maintenance staff at St Andrews. I have had many opportunities to interact with Carlos and his team. I have observed all of these gentlemen complete my service requests with professionalism, respect (for me and my apartment), all in a timely manner. They are all very skilled in what they do. I’ve never been dissatisfied with how my service requests were completed. I say this because they have had to enter my apartment several times and they always leave it clean. They are a good team. I hope they know how much we appreciate them. PAULINE ELDER RESIDENT SINCE MAY 1999 ST. ANDREWS

I would like to thank the maintenance team at Falcon Square for all the great work they do on a daily basis. They go above and beyond to ensure that the property is well maintained. They are always very respectful and willing to go the extra mile to assist. Thanks to all of you for all of the assistance you have given me during the 8 years I’ve been living at Falcon Square. YVONNE PERRY RESIDENT SINCE MARCH 2014 FALCON SQUARE AT INDEPENDENCE

The Team Carrington rocks!!! We just love you all and this place. Thanks for making it our sweet Home! KAVITA MANAK RESIDENT SINCE JULY 2016 CARRINGTON AT PARK LAKES

I’ll tell you what…anytime we need something done in our apartment, they just get it done! Our AC went out on a Sunday morning; and by Sunday afternoon it was back on and we were “Chilling”. We really appreciate everything that the staff does! You guys are the best! KYLE DOWNS & TIM WILSON RESIDENTS SINCE MAY 2015 APEX WEST MIDTOWN

Roger has always completed any repairs I have requested within 48 hours after work order submission. Since this has always been the Carrington standard, he has alleviated a huge amount of frustration. If it can’t be handled before then, he has made sure to notify me of the delay, and has provided me with an estimated timeline of when it would be completed. Great job Roger!

I have lived here going on 5 years. I have owned homes and condos, but at this stage in my life, I prefer to rent so I don’t have to worry about the headaches of fixing things when needed. The management team and maintenance team respond promptly to needs.

VANESSA CORMIER RESIDENT SINCE MARCH 2014 CARRINGTON AT PARK LAKES

MARGARET GOODWIN RESIDENT SINCE SEPTEMBER 2011 REFLECTIONS ON SWEETWATER

exceptional We go above and beyond to

service promises

create memorable experiences

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WENDY HUNSINGER RESIDENT SINCE APRIL 2015 GATEWAY NORTH

I wanted to personally thank the entire maintenance team for doing a wonderful job at our apartment community. They have been doing their very best to upkeep the entire community, which shows in itself. I also wanted to extend our gratitude towards Mr. Roger Burton. He is such a wonderful person…always ready to listen, patient and very engaging in his work.

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The maintenance staff is top notch! They do such a great job and are on top of any problems I may have, and always do it with a smile. They always leave my apartment just as they found it and clean up everything leaving no trace of them being there. Thanks to all of you for doing a great job.

What better opportunity can one have than to be able to interact with a customer during a service call. This is where relationships are built; and we get to show how much we care by addressing their service needs quickly, thoroughly, and satisfactorily. JOEY BRUCE EXPERIENCE LEADER, DIRECTOR OF TECHNICAL SERVICES

Service Requests are a team effort—from the front desk taking the calls to the maintenance team solving the issues, our greatness is shown over and over while they live with us. Residents can compare our greatness to other places they have lived and see we care. SCOTT HARROFF EXPERIENCE MAKER, ASSISTANT MAINTENANCE THE PRESERVE AT OLD DOWLEN

As a new resident at Belterra, I’m very pleased with my decision to move here. One aspect that has impressed me the most is the outstanding maintenance service and staff. Al and Julio came to my apartment on my lunch hour last week, disassembled a very large and heavy desk in a cramped space in my bedroom and carefully moved it into the living room where it fit better. They even reconnected the cable modem in my bedroom! To move the desk, they actually had to remove my bedroom door and then put it back in place. The whole operation took less than half an hour. I am very impressed by this quality of service. It goes with everything else I have experienced since moving here 3 weeks ago. MICHAEL HUGGINS RESIDENT SINCE SEPTEMBER 2016 BELTERRA

Dear Venterra, we’re back again to express our deepest appreciation to Enrique from the Park at Waterford Harbor Maintenance Team. Just this morning we submitted a service request and moments later, Enrique was at our door. We are always thrilled with the PLATINUM QUALITY SERVICE that Enrique provides as well as his caring, concern, friendliness, thoroughness, knowledge, and superior professionalism. We are very happy, and very grateful. Thank You, Enrique! You put the “Star” in Michelin! TY AND LINDA JENKINS RESIDENTS SINCE JANUARY 2012 PARK AT WATERFORD HARBOR

The Maintenance team went above and beyond this past summer when our AC went out one evening. One of the guys came all the way out to the property after he had already driven an hour away home. He was able to fix the AC that night and we were able to sleep comfortably in the summer heat. This is what sets Westminster at Buckhead apart from the other properties in Buckhead. JEFF SCHNIER RESIDENT SINCE SEPTEMBER 2014 WESTMINSTER AT BUCKHEAD

Even on the weekends they take care of business! My AC went out on a Saturday night. I called it in early Sunday morning, and they were at my door within an hour, and had it fixed within an hour! PAMELA MONTGOMERY RESIDENT SINCE APRIL 2011 THE DOMINION AT WOODLANDS

The Staff is excellent. They are quick to respond to the needs of the tenant. When I moved in, my AC didn’t work and they sent me to a hotel. I liked the way they handled the situation.

• • • • • • • •

I took a service request and this is what it said: My Mom visited this week. She got drunk and turned on the sink disposal while there was a shot glass in the disposal. They are both broken now- not my mom, she is just broke. Please fix only the disposal. I don’t expect any miracles with the shot glass...or my mom. JOEY ZAMORA EXPERIENCE LEADER, COMMUNITY MANAGER

NANCY BAUTISTA RESIDENT SINCE MAY 2016 BALA WOODS AT KINGWOOD

I want to commend Adam. Our hot water heater died yesterday afternoon and Adam worked diligently to get it removed and replaced. This project took him several hours, starting at 3:30pm. Adam faced many challenges with draining, removing, and replacing the water heater but never once complained or even made a face. Adam smiled the entire time and just kept doing whatever was required to get the project completed. While I clearly understand that replacing a bad water heater is Adam’s job, doing it into the late evening hours (until around 8:30pm last night) and smiling the entire time are not part of his job.We would like to thank Adam for his work, perseverance, attitude, and professionalism. RICHARD COUTERMARSH RESIDENT SINCE MAY 2013 PROVIDENCE OF NORTHLAKE

Residents trust us because of our friendly staff and our prompt resolutions to maintenance requests and our ability to solve any issue that arise during their stay. JOSE RAMIREZ EXPERIENCE LEADER, MAINTENANCE MANAGER ZANG TRIANGLE

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SEYMOUR FISHER RESIDENT SINCE JUNE 2010 PARK AT WATERFORD HARBOR

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA

85 THE VENTERRA EXPERIENCE: WOW MATTERS

Kristi Roberts leads a highly competent team; her staff has always been responsive to any and all maintenance needs and other issues I’ve raised. The maintenance staff are totally resident-oriented, and two in particular, merit recognition for their professionalism: Enrique and Jose.

The Maintenance staff is wonderful. They are polite, friendly, and fix things easily. They always come to our rescue quickly. I hope they know how much they are appreciated and that they are doing an excellent job!

Even on the weekends they take care of business! My AC went out on a Saturday night. I called it in early Sunday morning, and they were at my door within an hour, and had it fixed within an hour!

ELLEN DUTTON RESIDENT SINCE JULY 2015 WESTMINSTER AT BUCKHEAD

DONNA SILER RESIDENT SINCE APRIL 2013 WESTOVER OAKS

service values

JUST LISTEN

Listen to every request with an open mind and always consider our customer’s point of view first.

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We’ve all heard of the “Golden Rule”, but the “Platinum Rule” says we treat others how THEY want to be treated. This requires listening, sometimes asking questions to get to the root of a situation, and coming up with a solution.

Barry Young Taylor Experience Leader, Community Manager Palazzo Most people do not realize what can be accomplished by just listening to what a resident is saying. This goes for complaints. A lot of issues can be resolved more quickly, by just letting the resident talk. Brenda Grasha Experience Leader, Community Manager Timber Mill

My husband and I appreciate the quick, efficient, and professional responses we get from maintenance…but I think the dog gets even more out of it. When Richard comes to work on something in our home, our dog, Carl, gets soooo excited! Carl brings him toys and often stands right behind his legs trying to see what’s going on. JILL ROSS RESIDENT SINCE SEPTEMBER 2015 CARLYLE PLACE

I work nights and sleep during the day. Once maintenance had to change something out of all of the apartments. He saw me coming home in the morning and said, “I noticed you come home in the morning, do you work nights?” To which I replied, “Yes,” and he said, “Well, I’d be more than happy to come at a time that won’t disturb your sleep.” WHO SAYS THAT?? I was amazed. JACQUELINE JONES RESIDENT SINCE SEPTEMBER 2015 BELTERRA

Enjoy peace of mind with our 48 Hour Service Response Guarantee that ensures all of your routine maintenance needs are responded to within 48 hours.

Only 2.4% of residents who move-in execute the 30 Day Move-In Guarantee.

Find out why!

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

I had a resident call and tell me that there was a man outside in the breezeway pressure washing the breezeway. He then asked what he was doing....it took me a second to respond because he had just answered his own question. I responded politely stating that he is pressure washing the breezeway. Then he said, “Oooooh okay. I thought so, but I just wanted to make sure.” MACEY TONEY EXPERIENCE MAKER, BETTER LIVING CONSULTANT

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Why is our guarantee so underused? Our Welcome Home Standard is differentiating and memorable. Behind the scenes, our Total Quality Make Ready process and Service Standards ensure that the first 30 days go as smoothly as possible. We want our new residents to find their new home and their first 30 days with us to be welcoming, peaceful, and perfect; just as expected. Anything less is considered a defect by our standards.

you’ll love your new home, promise

87 THE VENTERRA EXPERIENCE: WOW MATTERS

Live it. Love it. Guarantee

A Renewal is the

biggest compliment 88 When someone decides to renew their lease with Venterra, we celebrate by doing a company-wide 10-second dance - that might explain some of the spontaneous and explosive movements you might see us doing. When a new resident moves in, and we begin that relationship with them, it’s like dating.. In the beginning, we’re getting to know them and they’re getting to know us. Along the way, we may trip up and they

may trip up. As in all relationships. we recover and help them recover. We keep going. And then it happens, we fall head over heels IN LOVE every time - we’re such romantics. So, when we ask them if they’ll renew their lease and stay with us, and they say yes, you betcha we do a dance! It means we’re the one. We’re the best. They trust us. They love us. It’s true! Read for yourself!

service values

Personalize It

Look for opportunities to go above and beyond to create memorable and personalized experiences.

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Residents are always surprised by how much I remember or know about their lives. Being the manager leads them to assume I am too busy, or dealing with other issues to take note of their lives. When I can do something that lets them know I specifically thought about their lives, or ask something they thought I didn’t know, they seem impressed and inspired that we care like we do. Jason Halpert Experience Leader, Community Manager Calais Midtown I find by listening and observing I can learn so much about people and what they are passionate about. I have a lot of fun looking for ways to WOW or even recover with personalization. Lissa May Experience Leader, Regional Manager

Our residents ranked us 9% higher at being more professional and courteous than our competitors

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

I was doing a move in inspection with a new resident and when we got to the balcony, which was on the 4th floor, he very honestly asked if he could fence it in. I looked confused and asked what he meant. He said exactly that, FENCE IT IN. I want to add a fence to the perimeter of my 4th floor balcony for privacy. KIMBERLY AGUDELO EXPERIENCE MAKER, BETTER LIVING MANAGER

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ELIZZABETH DAVILA RESIDENT SINCE APRIL 2015 GATEWAY NORTH

ranked higher than the competition

89 THE VENTERRA EXPERIENCE: WOW MATTERS

Living at Gateway North has been a pleasure...so much I renewed my lease again. I love living here. The grounds are well taken care of & lovely. The area is safe within the apartments where I walk daily & lighting at night is nice as well. Living at Gateway is my choice!

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

We recently had a resident come in very upset on a Saturday. She insisted on speaking with a manager, but I told her I would be happy to help. She was so upset she wouldn’t sit down. She was pacing around my office. She wanted me to be aware that someone on staff was bringing their child to work and letting them go into her apartment during the day and watch children’s shows on her Netflix. She claimed she knew this because there were children’s shows showing up on her recently watched list. She said she appreciates that they clean up after themselves and feels that her apartment is safe enough for their children, but…not right for them to come in without asking. I calmly asked if she shares her Netflix password with anyone that has children….Mystery solved. LINDSEY THOMAS EXPERIENCE MAKER, BETTER LIVING MANAGER

I just renewed my lease at Stonecreek Ranch. I entertained the idea of looking at other places but no one compared to living here. My home truly matters. Friendly staff, nice community gatherings, breakfast, dinner, and don’t forget the cookies. The maintenance staff is top notch and repairs are completed within the same or next day. I would highly recommend living here for anyone who’s looking for clean grounds, dog park, storage, gated community and just a simple peace of mind. GREAT PLACE TO LIVE! VALERIE RICHARDSON RESIDENT SINCE NOVEMBER 2014 STONECREEK RANCH

We moved here temporarily and it has been great. We were so pleased that we extended our lease. The office staff is great to work with and maintenance is better than any place we have ever lived. All employees are so nice. We love it. LONNIE LAFRANCE RESIDENT SINCE MAY 2015 BELTERRA

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REAL VENTERRA EMPLOYEE!

There’s nothing more satisfying than knowing our residents put their trust in our ability to manage their homes by renewing their stay with us. The relationship is first formed when they tour our communities. From there, it grows into a family-type unit based on the ongoing interaction. It becomes our responsibility to make their community a place they call home. Bottom line, when our residents are happy, we’re happy. MAITINA MORRISSEY EXPERIENCE LEADER, REGIONAL MANAGER

It’s easy to see whether or not we’ve made a good impression on our residents by their willingness to stay with us. By continuing to call us “home”, they are making a statement that they trust us, they like us, and they want to continue being a part of our family. When someone renews their lease, it’s the ultimate stamp of approval! LEIGH SUBLETT EXPERIENCE LEADER, MARKETING

THE VENTERRA EXPERIENCE: WOW MATTERS

REAL VENTERRA EMPLOYEES! This is, by far, the BEST community I have EVER lived in. The staff are one of a kind. The maintenance team is amazing and always takes care of any needs immediately. I just signed a new lease for another year; my sister lives here and is signing her second lease; and my mother may be moving into this community soon as well.

TAWNY BLACKFUL RESIDENT SINCE JUNE 2016 SHADOWBROOKE

I would like to take this opportunity to thank the Vinings office staff and manager, Cindy, for making my lease renewal process very simple and smooth. The office staff is kind, considerate, and very respectful. I am very glad to continue living at The Vinings. Thank you all again. JAMEEL FIROZE RESIDENT SINCE AUGUST 2013 THE VININGS

service values

Clock’s Ticking

Respect our customer’s time and respond with an exceptional sense of urgency.

“”

I try to take each and every request as if it is of the utmost importance. Everything from an AC not working, to a light bulb out,walking the pets when needed, or even helping to carry the furniture to the third floor for a new resident. These are all important in their own way to each and every resident no matter how big or small. Providing excellent customer service is always a priority to me! And remember the “Clocks Ticking” Daylon Shaffer Experience Leader, Maintenance Manager The Phoenix

The Dominion at Woodlands has such a great leasing and maintenance team. Whenever we have a question or concern, it is always answered and corrected. This is why my husband and I decided to sign another lease. When you have a leasing team that’s so understanding and treats you with respect all of the time, it’s priceless! WHITNEY MARTIN RESIDENT SINCE APRIL 2015 THE DOMINION AT WOODLANDS

I haven’t been looking for a different apartment community because things have been so great at Westover Oaks. I can’t imagine there’s anything better in San Antonio, or more for my money. I am truly spoiled and blessed to reside at Westover Oaks. BRITTNEY SMITH RESIDENT SINCE MARCH 2013 WESTOVER OAKS

has the mail come? The most commonly asked question from residents.

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA

DEBORAH SILVERMAN RESIDENT SINCE JUNE 2015 CALAIS MIDTOWN

One resident asked how to turn his oven on. I can see where it could be confusing if you’ve never used one before or are unfamiliar with the model, but he also asked me how to cook the food in the oven, what temperature he should bake his food and for how long, and what utensils to use…basically asking me how to cook! JESSICA LUNSFORD EXPERIENCE MAKER, BETTER LIVING CONSULTANT

• • • • • • • •

We had a Resident upset because we gave her a trash fine for leaving her trash outside her door all day. She said she had designer trash bags so she thought it was okay.

REAL VENTERRA EMPLOYEE!

ANNA FLORES EXPERIENCE MAKER, BETTER LIVING CONSULTANT

93 THE VENTERRA EXPERIENCE: WOW MATTERS

We love Calais Midtown most for its ideal location and reasonable cost for the area, and also for its French-quarter style, amenities, layout, and apartment finishes. And now with the new management, we can say that the office staff would definitely play a role in our decision to stay for the next several years.

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• • • • • • • •

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

I was on tour with a prospect in the model when she suddenly asked if I would mind going to the patio and wait outside while she used the bathroom in model. I agreed to the request and found myself waiting on the patio while she was inside using the bathroom. While waiting on the patio, all I could think about is, I hope another resident doesn’t see me out here or another leasing consultant doesn’t come show this unit. Awkward!

ERIN CAINE, EXPERIENCE LEADER, COMMUNITY MANAGER

The staff members genuinely care about the experience of their residents. Maintenance members are polite, efficient, and excellent communicators. Apex keeps its word and updates its residents on changes, events, and general notifications as soon as possible. I will be renewing my lease and have encouraged my friends to live here as well. As a recent college graduate/new young professional, Apex at West Midtown is the perfect place for me! MELISSA MANSON RESIDENT SINCE SEPTEMBER 2015 APEX WEST MIDTOWN

service values

A Better Way

Look for better ways to make our customer’s life more convenient, simple and enjoyable.

“”

One of the coolest things about working for Venterra is that they’re never satisfied with the ‘Status Quo’, and you’ll rarely hear “because that’s the way we’ve always done it”. A large part of Venterra’s culture is that everyone works together to continuously improve how we do what we do. Venterra encourages, even awards, employees at all levels to share their ideas if they have A Better Way: ideas about increasing efficiency, communication, productivity, having more fun, and providing a better experience to our customers. The result is an organization that is constantly evolving to provide world class service to employees and customers alike. Chris Griffin Experience Leader, Marketing

I am retired and plan on living here as long as the good Lord’s willing! GAIL PHILLIPS RESIDENT SINCE APRIL 2015 CYPRESS POINTE

LORETTA WILKENING RESIDENT SINCE JUNE 2014 WESTOVER OAKS

The Dominion has such a great team for leasing and maintenance. Any time there is a question or concern, it has been answered and corrected. This is why my husband and I decided to sign another lease, not to mention the various leasing/ layout options. When you have a leasing team that’s so understanding and treats you with respect all the time, it’s priceless! CALVIN MARTIN RESIDENT SINCE APRIL 2015 THE DOMINION AT WOODLANDS

Fun We provide a fun and social atmosphere service promises

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TONYA JETER RESIDENT SINCE OCTOBER 2015 THE CAPE AT GRAND HARBOR

After living here for almost two years (and counting), I can attest that this is a very well-managed apartment community. The team is great! They are very responsive and caring about their residents.

95 THE VENTERRA EXPERIENCE: WOW MATTERS

I really feel in love with this property. I got my lease without even stepping foot on the property as I relocated from New Jersey. Love this place.

we hate breaking up 96

Saying goodbye can be a good thing – it’s a bit like breaking up and moving on to the next chapter in our lives. So we do everything we can to make sure that residents feel the same level of service and care they’ve received even when they’re moving out. Our residents are special to us; we’ve had a relationship for months if not years and we hate to see them leave. However, many times it’s not forever. Three percent of our move-ins annually are residents moving back to the Venterra family. They missed us as much as we missed them. But if they don’t return, we’ll always be connected by our unique offer of referral rewards to our previous residents. Even after moving out, if you refer someone to a Venterra community, we will happily pay a referral reward.

service values

Make a Difference Deliver WOW!

“”

Smiling or even saying hello makes a world of a difference in a person’s day...you never know what one is going through. Being there for our residents, performing WOWs, and having the best customer service makes a difference in their everyday life... and to them, that is HUGE Jessica Lunsford Experience Maker, Better Living Consultant St. Andrews I love that we have the power to make a difference in our resident lives. They are not just an apartment number; they are our extended family! Crystal Sanchez Experience Leader, Community Manager ilume & ilume Park

The second most commonly asked question from residents.

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

I had a resident that loves to cook. He often brings home cooked meals for me to try. The first time he did, I politely tasted it and thanked him for being so thoughtful; however, I do not eat the type of foods he’d prepare. This started a weekly visit with his home cooking. The thought of turning him away made me feel bad. In the end, I took his meals home with me, washed them and brought back the empty Tupperware. JOHNNA BACAK EXPERIENCE LEADER, MARKETING

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DARREN GOERTZEN PREVIOUS RESIDENT AS OF DECEMBER 2015 PARK AT WATERFORD HARBOR

HOW MUCH IS MY RENT?

97 THE VENTERRA EXPERIENCE: WOW MATTERS

The staff and management were excellent and a great help in the move-out process; as well as a huge help the entire time we had lived there.

ranked higher than the competition Our residents ranked us 8% higher at having a sense of community at our properties than compared to our competitors

HAHAHAHA NOW THAT’S HAHAHAHA FUNNY HAHAHAHA • • • • • • • •

I had a new resident move in and the next morning she called the office quite upset. She told me she had put her salad in the FREEZER overnight and when she woke up it was FROZEN. I was waiting to hear the rest of the story, as I didn’t understand what the problem was, when she demanded that we reimburse her for her salad... I was dumbfounded and speechless. VIVIEN NGUYEN EXPERIENCE MAKER, BETTER LIVING CONSULTANT

You made it easy. In fact, our departure was delayed by several months, and you accommodated us graciously. SHAWN FITZPATRICK PREVIOUS RESIDENT AS OF JANUARY 2016 VENTANA

Everything about the process was handled very well. Thank you for giving me a wonderful place to live while I was in Newnan. The office staff was relatable and had incredible attention to detail in keeping the grounds lovely throughout the 4 years that I lived at Villas at Newnan Crossing. The care was so wonderful. SHIRLEY BIRD PREVIOUS RESIDENT AS OF MARCH 2016 THE VILLAS AT NEWNAN CROSSING

One of your maintenance employees, Everett Warfield, spent several hours of his own time after work helping me move furniture out of my apartment. I really appreciated his help. This helped to make the move out process much easier. ANNA BABAIE PREVIOUS RESIDENT AS OF JULY 2016 GATEWAY NORTH

Crystal, in the front office, was also outstanding with communication and accuracy concerning our move-out fees. You guys have some stellar talent at this property. Make sure they know how appreciated they are! ADAM RASMUSSEN PREVIOUS RESIDENT AS OF MARCH 2016 COLLEGE VIEW

I was having an issue with the closing date on my new home and my move-out date from my apartment. The staff was very supportive and flexible, which helped me to cut my moving costs. They allowed me to stay an extra three to four days which took a burden off my shoulders. Their support with my move is greatly appreciated. MICHAEL CHAVEZ PREVIOUS RESIDENT AS OF FEBRUARY 2016 BELTERRA

Thank you so much for always having our statements and invoices available on time. You guys have a wonderful team in the office and the management is superb. After renting from several communities, this is by far the best, most structured, and organized. ANGIE TRAN PREVIOUS RESIDENT AS OF MARCH 2016 ST. ANDREWS

service values

Melissa Cordaway was professional and polite throughout the entire process. I would recommend the apartments to others based on the professionalism and friendliness of Vanessa and Melissa. They were the reason I lived at Westover Oaks for over 3 years and in 3 different apartment units. MELINDA URIEGAS-RODRIGUEZ, PREVIOUS RESIDENT AS OF FEBRUARY 2016 WESTOVER OAKS

Stuff Happens

Teresa Heeney Experience Leader, Community Manager Ventana Stuff Happens. As much as we try in life, things aren’t always perfect. It’s how you overcome those obstacles that makes you a stronger, better person and in my opinion it’s what makes us a stronger, a better company. Lauren Moseley Experience Leader, Community Manager Tuscany at Lindbergh

It’s human nature to focus more on the first impression and think little of the final, lasting impression. To me, a last impression is so important. It will either be a happy, memorable experience or one filled with upset and bitterness. At Venterra, we strive to ensure that our residents are leaving with a happy, memorable experience. We want them to remember the great attention and service that was provided; as well as their own personal memories that were made while living with us. ROBIN FINNEY, CUSTOMER EXPERIENCE LEADER, MARKETING

99 THE VENTERRA EXPERIENCE: WOW MATTERS

“”

I like that Venterra recognizes no matter how hard we work things still go wrong, and we have an approved plan in place to take action when it happens.

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Be willing to admit our mistakes in the pursuit of doing what is right.

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wow CULTURE.

WOW

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WOW MATTERS: THE VENTERRA EXPERIENCE

we care More In 2011, Venterra launched WOW Matters – an initiative meant to inspire our teams to make a difference in the lives of our residents. As it turns out, they never needed inspiration, they only needed a budget. Venterra provided a budget and empowered everyone to use it at their discretion to create WOW moments for our customers. After the overwhelming success of WOW Matters (and a lot of tears of joy), in 2015, Venterra launched a complimentary program called WOWEE – where Venterra Experience Leaders were given the same resources to create WOW moments in the lives of our employees. This has served as a way to appreciate and recognize our teammates; and it speaks to our Employer Promises very well. “We Care More” was the most heard answer from employees when we asked them to define the difference between Venterra and other companies. We care more about our employees and residents. We care more about all people.

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“Trustworthy” and “Fun” tied for the second most used words. We take these words seriously. Venterra is full or Experience Makers who make an impact in the lives of our peers, residents, communities, and our organization. WOW Matters is much more than an initiative or a program; it is a part of our culture. WOW culture provides an environment where our residents and employees feel they are surrounded by people who genuinely care to improve the quality of their lives.

The simple desire to help and care touches so many; our employees are inspired, the recipient is thankful, and I, as the reader, am overwhelmed with emotion, which in my opinion, is just as inspiring as how the WOW Moment began in the first place. These stories are not only inspiring, but show a culture that encourages exceptional experiences not only for our residents, but for our employees as well. Every person working for Venterra has the power to make a difference in the lives around them. Iâ&#x20AC;&#x2122;m so proud to be a part of such a beautiful movement that Venterra is creating. Thank you for sharing your inspirational stories and for entrusting me with this magnificent project.

THE VENTERRA EXPERIENCE: WOW MATTERS

JOHNNA BACAK EXPERIENCE LEADER, MARKETING

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I feel so fortunate to have the responsibility of overseeing the design of the Venterra Experience book this year. While putting this book together, I was flooded with emotions; at times, I couldnâ&#x20AC;&#x2122;t believe what I was reading. I found that doing nice things for others is inspiring and has a multiplying, domino effect. After reading some of the WOW stories, I reached out to on-site teams to get the back story. The emotional response from the teammate who orchestrated the WOW Moment was just as big as the emotion conveyed by the resident.

VA L E N IC A AT W E S TC H A S E

A Picnic They Will Never Forget

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One evening while I was putting up golf carts, Mary stopped me because she’d just spoke with her son’s doctors, and they broke the news that AJ’s little body won’t be able to handle the stress of his epilepsy much longer, and there is a very high chance that he will pass on in the coming months. His little body has reached a breaking point. He can no longer leave the house for anything other than the occasional doctor’s visit. Trips to the grocery store and to the park are out of the question; even sitting on the porch is risky as the sounds of birds chirping often send him into a fit. Naturally, Mary said that although she loves her home, she can’t imagine continuing to live in the apartment where her child passed away. She needed to know exactly what the process for terminating her lease early would be, so she can prepare and budget accordingly.

After hearing the options outlined in her lease, she went back inside her apartment. I immediately went into Erin’s office and told her I wanted to plan an indoor picnic for AJ. Because of the trickiness of this plan, we conspired with Mary’s wife Meme. Through her, we found the best time and date for the surprise picnic. We found the best colorful decorations, fake grass, and the best brunch foods. Erin, Danny, Linda, Abby, and I all snuck over to Mary’s apartment on a Saturday morning - her birthday! She was still sleeping, but Meme let us in, and we set up cloud balloons, put up birds and butterflies hanging from the ceiling, a grass rug, a picnic blanket, a homemade breakfast casserole, and some board games for AJ to play. We also assured her that there would be no termination fee for them when the time comes to leave the apartment and presented them with a gift card for massages.

I’ve always been encouraged and recognized verbally for things that I’ve done. Positive affirmations give me an appreciation of how fortunate I am to work with such a fine company. ANNE HOVEY EXPERIENCE MAKER, BETTER LIVING CONSULTANT VILLAS AT NEWNAN CROSSING

This place is amazing. I can’t begin to tell you how much the staff means to me. They know my name and truly care for me and my son. No one has ever gone above and beyond for me like the Staff at Valencia did. MARY FAISON RESIDENT SINCE JUNE 2014

1971 chevy!

James is really big into old trucks and recently got a steal on a 1971 Chevrolet C10. He has been telling me non-stop about it and how he was ready to go pick it up. One day he told me he was getting the windows tinted and an alarm installed on it. You could tell by how he was talking he already took so much pride in his new truck. I thought, what better way to WOW him than with his new love? I dug deeper, finding out about how much it was going to cost him by acting like I wanted to get the tint done for my husband. As soon as I gathered enough information and he had left for the day, I called “Tint My Ride” and spoke to the owner. I told him of my plot and arranged payment. It was priceless he walked into my office at the end of the day and said “Did you just WOW me?!” He was so happy, and you can tell it meant a lot to him! KRISTI ROBERTS EXPERIENCE LEADER, COMMUNITY MANAGER

THE VENTERRA EXPERIENCE: WOW MATTERS

ERIN CAINE EXPERIENCE LEADER, COMMUNITY MANAGER

THE PARK AT WATERFORD HARBOR

105 WOW

She cried, we cried - it was emotional. She was shocked that we would go through the trouble to give her son an opportunity to experience something so many other kids his age take for granted. She said no one had ever done anything like this for her or AJ. It was a very small gift for such an amazing family.

C A R LY LE P LA C E

Helping Her to Remember the Good Times

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One of our long term residents, Cheryl, came to the office a few weeks ago in tears. She said her vet told her it was time to put her elderly dog Daphne down because she was no longer eating or drinking. Every day we checked on Cheryl; and every day she was understandably more and more distraught. She no longer felt she had a purpose since her Daphne was gone; life felt meaningless. This just broke our hearts! Although we could not bring Daphne back, we wanted to commemorate what a special girl she was, so we purchased a personalized angel necklace with Daphne’s name on it. Cheryl thanked us with tears in her eyes and said she never could have gotten through this without our love, understanding, and support. It was a small gesture, but it made a world of difference to Cheryl in her time of loss and pain. Now she’ll always be able to carry a symbol of Daphne with her where ever she goes. This Saturday after work, we’re also planting a packet of seeds that came with the necklace in memory of Daphne. RECOGNIZED EMPLOYEES: MAYRA DE HOYOS TRACY WALL

RECOGNIZED EMPLOYEES: ERIN DOBIAS CAROLINE JOHNSON

When I walked in and saw the care package, it was the warmest welcome I have ever had. ANDREW LARSON RESIDENT SINCE AUGUST 2016

I wanted to welcome Erin and Andrew like true Texans do by giving them a BIG piece of home to use in their new home in Texas! If there is one thing I know, it’s that you win with good things and by being good people! ERIN DOBIAS EXPERIENCE LEADER, COMMUNITY MANAGER

B E LT E R R A

UPDATE: The residents just stopped in this morning and were very grateful that we allowed them to have access to their apartment last night because of the rain, and they were so ecstatic about their welcome gift. Their plan for the day was to explore the area, so I informed them to check out the Alliance Town Center which I learned is where Andrew will be working. Andrew then asked if there were any good golf courses around, and I told him ironically that the Cowboys Golf Club in Grapevine was a very nice course. He chuckled but seemed intrigued. I asked them what they thought of their welcoming card (which had GO COWBOYS written on it), and they laughed saying, “we knew you had to do that, but the cheese block you drew on the card made up for it.” We may convert them soon. Their visit to the office had them smiling the entire time. They have never been to a community where they received such a warm welcome. Welcome to Texas Erin & Andrew. We’re happy to have ya’ll.

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Belterra has a move-in coming up. The couple is coming from Green Bay, and at first we didn’t think much of it; however, after some casual e-mails back and forth in regards to renters’ insurance, Andrew ended his last email with “Thank you for the warm welcome! We are excited for the move and can’t wait to get down there. That being said, I want to warn you that we are Green Bay Packer fans! ;)” We thought it would be cool to make them feel a bit at home in their new place and new city (Cowboy fan city), by purchasing a few Green Bay Packer items to have on game days. We set this up in their apartment before they moved in and left a sweet note that ended with “GO COWBOYS!” Who doesn’t like a little friendly competition!

THE VENTERRA EXPERIENCE: WOW MATTERS

Cheeseheads

Preparing for Graduation = Long Days

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Jennifer Barrios, my part-time Better Living Consultant here at Monticello Oaks, works her full-time job at TCU (Texas Christian University) here in Fort Worth, just down the street. She works in the registrar’s office and manages all undergraduate re-enrollments. She requested to have a Saturday off as she has to work the day of Graduation and prepare for it in the coming days this week. This is the largest graduating class with 3 ceremonies big held on Saturday. This is going to be a big day that she and her work peers have been preparing for and working 12+ hour days this week. She has told me how exhausting this week has been on everyone. So I wanted to do something special for her and her peers that have put a lot of effort into making sure graduation paperwork is processed and students can walk across the stage. I had delivered to them, a spread of treats from Tiff’s Treats to help them re-energize and re-awaken for the day ahead; they deserved it! 2 dozen cookies, Brownies, 2 pints of ice creams, 2 Tiff Blitz’s (ice cream sundae), 6 sodas, and 3 Starbucks Frappas were delivered to them. Jennifer sent me a pic of the spread and said her co-workers were amazed at ALL of the goodies and very thankful for thoughtfulness on our part to think not just of Jennifer but of them all!

MONTICELLO OAKS

No one outside of our TCU Registrar’s Office really knows how much time and effort it takes to prepare over 1,870 graduates to walk across a stage in one day (in 3 separate ceremonies!), so the surprise Tiff’s Treats delivery really made a HUGE impression on me and my TCU co-workers. I received many compliments on how Erin and Venterra were so caring and very thoughtful. Thank you for the treats as they did give us plenty of energy to make it through the rest of the day. JENNIFER BARRIOS EXPERIENCE MAKER, BETTER LIVING CONSULTANT

PA R K E

When a Fresh Start is Truly Needed Last Thursday Chris called because he was looking to move immediately and loved our location, so he asked if we could please help. Feeling his sense of urgency, I scheduled for Chris to come into the office the same day. While filling out his application, he began telling me of his tough last few years. First there was his divorce 5 years ago and most recently his fiancé called off their engagement. He expressed how devastated he was - he left everything to relocate to Jacksonville where he is starting a new job, and he expressed to me how difficult it was having to start over, living in an empty apartment until getting paid the following week. I continued to listen and take mental notes. We finished up and scheduled Chris to move

in on Monday. That gave me only three days to organize my plan. When Chris showed up on Monday, Anne Marie took care of sitting with him to complete the paper work while I scrambled to make sure our surprise was perfectly placed. When Chris opened the door to his new apartment home, he said, “Are you guys going to remove these boxes? Who are they for?”. Anne Marie and I replied with excitement, “They’re for you!”. He teared up and said he was going to cry. He thanked us over and over and said that we have good hearts and amaze him.

THE VENTERRA EXPERIENCE: WOW MATTERS

ERIN TOBIAS EXPERIENCE LEADER, COMMUNITY MANAGER

L I N K S AT WINDSOR

109 RECOGNIZED EMPLOYEES: CAMERON KITE ANNE MARIE MYRTHIL MARIED ALEMAN

WOW

It was so important for me to WOW Jennifer for her hard work outside of Venterra and to show other Companies what Venterra is about and we care for our employees and others!

COLLEGE VIEW APARTMENTS

Dinner Cruise Vacation Time For Christmas my friends and I bought each other dinner cruise tickets on LivingSocial and I was looking up dates awhile back. Jose walked in and asked what I was doing. I explained what the Dinner Cruise is, where it’s at, what you do, the whole experience, and how much fun it is. He thought it sounded like a lot of fun and asked that I send him the link so he could take his wife. Instead of sending him the link, I went ahead and purchased him two passes and printed all the information. I handed him the envelope and he was so excited. We are going to keep an eye on the calendar, and I will help him schedule their romantic date night. Jose is going to surprise his wife when we pick the date. What a GREAT husband.

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CRYSTAL BRADFORD EXPERIENCE LEADER, COMMUNITY MANAGER

They are very special people. When I heard what other residents had done for them before we had given them our gift, I was speechless. It’s that feeling of goose bumps you get all over! PATTI CASSIDY BETTER LIVING MANAGER

One of our families here at Cypress Pointe has been with us a couple of years. Recently they have been going through a tough time. When their daughter, who lived in New Mexico, was pregnant with her second child, her husband suddenly lost his job and was unable to find work. The parents decided it would be best if she and her husband were to relocate here to Florida to be with them. Then our resident lost her job, and things went down hill. One day she called me at the office to ask if she could borrow some milk, which I thought was odd. I ran home and gave her what I had in the fridge.I asked if everything was ok, and she told me that they were

low on certain things for the little ones. As I listened to her story, I made a mental list of things they needed and planned to shop for them as soon as I got off work, but what she told me next brought tears to my eyes. A few residents that are Sailors had heard about their situation prior to us, and bought diapers, wipes, and some dinners for the family! I thought, Wow! We have the most INCREDIBLE residents! After finding out what else she needed, I went out and bought the list of items. The family was so grateful! They posted many nice comments on social media, thanking Cypress Pointe and Venterra!

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coming together in a time of need

THE VENTERRA EXPERIENCE: WOW MATTERS

CY PR ES S PO INT E

T H E PA R K AT W AT E R F O R D HARBOR

Bubbles Make Everything Better We have this sweet, older couple, Linda and Ty, that always put such positive comments on the portal. Recently, they placed a LARGE bubble machine on their patio which makes everyone that sees it smile. EVEN the people on the marina who live in their boats smile each time they see their bubble machine. We thought we would do something nice since they are retired, always at home with their windows open, looking out to the water, always out on their patio, and making people smile. After some thought, we decided to buy them a bird feeder and a hummingbird feeder to add to their beautiful waterfront patio.

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My husband and I cried like babies (honestly). How do we begin to say “Thank You”, and to communicate just how dear these remarkable ladies are to us, and to our neighbors, too? We are blessed beyond measure, and Kristi, Dylan, and Araceli touched us deeply. LINDA & TY RESIDENT SINCE 2013

It was an absolute pleasure and such an amazing feeling being able to bring so much joy into their lives. They are the sweetest couple and give praises to my staff all the time; we wanted to do something that would brighten their day. When they saw the gifts and they started to tear up, I couldn’t hold back the tears myself, just knowing how much they were going to enjoy to watch the birds out their window everyday. KRISTI ROBERTS EXPERIENCE LEADER, COMMUNITY MANAGER

I had a VIP pass so I got to go in early and visit tents and pavilions that the general public didn’t get to see and enjoy extra food and bourbon tastings! It was a good event and I had a blast. My favorite bourbon was the Wild Turkey single barrel and the barbecue was great, too. They had lots of different types including a bourbon maple bacon. VINCENT RAY EXPERIENCE MAKER, MAINTENANCE PORTER

REFLECTIONS ON SWEETWATER

nuggets of knowledge with us regularly and we love it. We are fortunate to have him on our team. We appreciate him and figured it was time to do something nice for him! Here’s another little tidbit of info about Vince. He loves bourbon! So when we saw that there is a Beer, Bourbon, and BBQ Festival coming to Atlanta next weekend, we knew it was right up his alley! So we got him a couple of VIP tickets! There will be 40 different types of bourbon to taste! I’m sure he’ll also enjoy the yummy BBQ! He has been through a bit of a tough time recently with the passing of a close family member. He needs a bit of a fun break. We appreciate all that he does and look forward to seeing festival pics and I want to hear all about the BBQ! TRACY REES EXPERIENCE LEADER, COMMUNITY MANAGER

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This is Vince. Let me tell you a bit about him. He is a part of our wonderful Sweetwater team. He takes the meaning of TEAM to an entirely new level. Not only does Vince do an excellent job as our groundskeeper, he also does a great job building up the team! How does he do that? I have never seen him in a bad mood. EVER. He always has a smile on his face. He always looks at the positive of any situation. He is always making us laugh. He is considerate of others. He does things for others just to be kind. He is thoughtful. He remembers things that are said and surprises people with little treats based on those things. He gets pulled in a million different directions on a regular basis yet he never complains. He pays attention to the details, even in areas that are not directly a part of his job description. He is full of random information. He shares his random

THE VENTERRA EXPERIENCE: WOW MATTERS

A Little Beer, Bourbon, and BBQ Beckons!

FA IR W AY S SO UT H SH O RE S

special Delivery

Our 6-year old resident, Andrew, comes in the office almost daily to ask if he has any packages. We all know (as do his parents) that he never has a package, but it never stops us from looking when he comes in to ask. Whenever we tell him there is no package, he always responds with, “Darn. Maybe tomorrow!” His parents told us he loves getting mail so that’s usually why he asks. We decided this was the perfect opportunity to WOW Andrew. We called his dad to ask what some of his favorite things are. We then went to Target and purchased some of the things his dad told us he liked. We put together a nice package and called Andrew to let him know that he DID have a package and needed to come get it! When Andrew came to the office to pick up his package, he was so happy, shocked, and speechless! He later brought us the cutest homemade Thank You card. It was so sweet and special. RECOGNIZED EMPLOYEES: DYLLON SHARP

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He was so excited! He lives a few buildings down from me and I love coming home at night and seeing Andrew playing with all his toys we bought him and sharing them with his friends. It’s so cute! He has the biggest heart! DYLLON SHARP EXPERIENCE MAKER, BETTER LIVING CONSULTANT

RECOGNIZED EMPLOYEES: KIMBERLY AGUDELO

Words cannot express the shock and gratitude I felt when receiving your note yesterday. It truly was a bit of sun on an otherwise cloudy time! MIKE JONES RESIDENT SINCE AUGUST 2015

I’m glad I was able to help him through this tough time. KIMBERLY AGUDELO EXPERIENCE MAKER, BETTER LIVING MANAGER

THE VENTERRA EXPERIENCE: WOW MATTERS

One of our residents was vacationing in Mexico when the worst thing happened to him… his bag with his wallet, cell phone, passport, and other personal items were stolen! You can just imagine the stress this can cause someone. To make matters worse, it happened during rent time! The person that stole his bag decided to do a little shopping with his card and took all his funds. He decided he needed to cut his vacation short and head home as he didn’t have access to any funds and had to go to the US Embassy in Mexico to figure out how to get a new passport to travel back home. Thankfully the friends he was with in Mexico let him borrow money to be able to get around. He had been in communication with me via email letting me know what was going on and when he would be back in town. Today he comes in the office and tells me the entire story and I can just tell what a horrible situation he is in. His bank said it would be a couple days before they can release his funds and his credit cards also have been compromised! I knew I wanted to help him get through the next couple days until the bank is able to release his funds. I went and purchased him a $100.00 gift card that can help him with gas and groceries for the week.

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T U S C A N Y AT L IN D B E R G H

stranded in paradise

I felt important and it was great to be acknowledged for doing a good job! IKENNA AJUZIE EXPERIENCE MAKER, MAINTENANCE PORTER

TUSCANY AT LINDBERGH

A Memorable Memorial Day

116

Ikenna, our Porter, moved to the U.S. from Nigeria about 8 months ago and has been with us at Tuscany for just a few months now. We’ve all heard of hard workers, but Ikenna works 7 days a week, EVERY week. 5 days with us and then every weekend at the airport. In addition, he’s started dabbling in Uber during his “time off”. Not sure when that is, but he’s also driving from time to time. All of this to get his family on their feet and established in the U.S. and never once does he complain. Yesterday morning he came to me and asked what date he’d be getting paid this time around and thought it might be sooner due to the holiday. When I told him it’d still be the 31st he seemed upset. He had plans to take his family to Stone Mountain Park over the Memorial Day weekend as this is the first weekend he’s had off in nearly 5 months! Problem was, if he didn’t get paid, he didn’t have the money to do it. Well, we obviously couldn’t let that

happen. I jumped online and bought them 3 day passes which include entrance to the park and access to all that it has to offer including fire works, duck boats, laser show, sky lifts, rope courses, hiking, and the Yogi Bear 4D experience, as well as lunch while they’re there and unlimited gatorade, soda, and water throughout the day. I was sure to add in a parking pass as well. So, zero money will need to be spent while they’re there! When I presented this to him he was shocked. He very simply and sincerely told me that it was just too much. That Venterra just does too much and he couldn’t believe it! As he walked out my office he simply said WOW! Mission accomplished! It’s very obvious that this is really going to help them enjoy their weekend in the manner they should be able to! LAUREN MOSELEY EXPERIENCE LEADER, COMMUNITY MANAGER

TIMBER M ILL Bridget and Vanessa have treated me like a rock star since joining the Recruiting team. From many encouraging words, to cookies, to gift cards, to a house-warming gift when I made a big move, they prove to be just the best over and over! The appreciation that I feel for just doing my job is a huge motivator.

Lissa shocked me with much needed baby gifts after having my daughter, and it was so thoughtful. It felt good and made me feel supported by my work team. She went even further and cooked us dinner with dessert. The entire Venterra team made me feel truly loved after having my daughter. ALEX RAFIEHA EXPERIENCE LEADER, COMMUNITY MANAGER

Our resident, Rose, loves quilting; it is her passion! Lately, she feels tired by simply walking around the house, so the quilt show is out of the question, for it is too crowded for her walker. She is disappointed and discouraged because she is unable to go, and she mentioned how she saw a cane chair in a magazine and thought that would help, but it wouldn’t arrive in time for her to pursue her hobby. We decided to order one from Amazon, and it arrived right in time for her to go. She was nearly in tears and completely overjoyed as she thanked us profusely for the gift. We are so happy to help others pursue their passions! RECOGNIZED EMPLOYEES: NATALIE CURRENCE ARIEL SINSEL BRENDA GRASHA PATTY MARTIN

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The Trip She Didn’t Want to Miss

THE VENTERRA EXPERIENCE: WOW MATTERS

EASTIN ISAAC EXPERIENCE LEADER, RECRUITING & BRAND SPECIALIST

FALCON SQUARE AT INDEPENDENCE

HouseWarming Surprise Gift

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â&#x20AC;&#x2039; indy spent the last couple of days this week C moving from her one bedroom apartment into a two bedroom apartment down the street. Today was her first day at work while settling in her new place. After a brief conversation about her move, I learned that she has no furniture in her spare bedroom, and she is expecting a family member to visit, so needs to buy a sleeper-sofa or futon before their arrival. She mentioned that she has wall decor in that room, but nothing else. I was breaking my head trying to think of a good housewarming gift for her new place and this was my perfect opportunity! This would be a memorable and long-lasting gift from Venterra in her cozy home. I shipped a nice sleeper sofa and two accent pillows directly to their apartment home. I knew she loves greys, blues, and turquoise colors, and that this grey contemporary sofa sleeper would look very nice and match her decor very well in the guest bedroom. OLGA KOSTERINA EXPERIENCE LEADER, COMMUNITY MANAGER

This is the BEST staff I have ever seen in my life. I am new to Georgia, a new senior citizen, and thanks to Tonya, Anne, Dakota, and Megan, I am learning my way around Newnan and feeling right at home. I love, love, love my apartment and the entire community! JACKIE LAMARR RESIDENT SINCE JUNE 2016

RECOGNIZED EMPLOYEES: MEGAN WILLIAMS ANNE HOVEY TONYA DIX DAKOTA JOHNSON LAURA SCOTT

C R O SS IN G V IL LA S AT N EW N A N

a red flag on it, and she puts green flags where she would like to visit next. So, coming up with this WOW was not hard. A nice monogrammed carry-on bag for the flights, a nice throw to cover up with on the plane, a facemask for sleeping, a cute picture for her travel room, a travel notebook for her to write down memories along the way, and lastly, since she travels alone, a selfie stick for those important photos is what we got for her. On Tuesday, the day before her flight, I told her that there was a package delivered to the office for her. When she got there, I brought out her WOW, and she was brought to tears. She said it is AMAZING that we know her so well; we have made her so welcome. “This is the nicest, most thoughtful thing that anyone has ever done for me!” She called us from the airport Wednesday to again thank us, and she can’t wait to come show all of her pictures and tell of her adventures. We can’t wait!

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Ms. Jackie recently moved into Villas at Newnan Crossing because she retired and decided to sell everything that she had in Illinois, and leave behind all family and friends to come to Georgia to “become southern”, a “Georgia Peach”. We girls here at The Villas were instantly drawn to her bright smile and outgoing personality; she quickly became a part of our family. Ms. Jackie has a few medical setbacks but has decided that she is not going to let anything hold her back from achieving her dream of traveling the World. When she moved in, she told us that she had an exciting trip to China coming up in August. We began to ask for all the details - Who are you going with? Where are you going? She went on to tell us that she travels alone and enjoys every minute of it. It was then that we decided to WOW Ms. Jackie. Getting to know her over the past month, we have learned that she has a travel room set up with a map of the World. She said that every time she visits a place she puts

THE VENTERRA EXPERIENCE: WOW MATTERS

Passionate about Travel

SILVE RB RO OK E

Getting Back to Being a Kid

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One of our young residents had his bike stolen. He knew when his mom got home, she would ‘let him have it’. As it turns out, she had to explain how she couldn’t afford to replace his bike. His little heart was crushed. He loved that bike. Every day he and his friends rode their bikes throughout our community, laughing and free as the wind! But now his freedom had taken a nose dive. We could see it in his eyes – he was so empty without his wheels. Every day he would sit in our lobby and just stare out the window, watching his friends ride around without him. His mom put up flyers in the mail box area, but when two weeks had passed with no calls, we knew he would never see his bike again. We decided to get this little boy a new bike. That afternoon, we asked his mother to come to the office.

RECOGNIZED EMPLOYEES: CHRISTI HIGUEROS FRANK DAMIAN JESSIE CELADO

She was a little reluctant because she had recently notified us that she would be moving out to save money. When she and her son came in, she couldn’t believe her eyes! She was so amazed that we just wanted to surprise her son with a new set of wheels! To think that we would buy him a new bike was just too much. It warmed our hearts to see that she had tears in her eyes, but the real reward was to see her son’s face – it was just priceless! When she asked him if he had anything to say, all he could say was, “I’m speechless!!” You could tell that it had really made their day. As they were leaving, his mother turned to us and stated that she wouldn’t be moving out - and that peace of mind is worth paying a little extra for. She was so grateful that our caring staff would be so supportive in this way.

PARK 9

Bunk Beds for the Twins

JUANA SANTOS EXPERIENCE LEADER, COMMUNITY MANAGER

I was thrilled! My kids do not want to leave their rooms! They want to sleep all the time now! They even took a photo of my family from Facebook, framed it, and put it on the counter. It was so sweet! I love my manager! CEAIRA NIXON EXPERIENCE MAKER, BETTER LIVING CONSULTANT

THE VENTERRA EXPERIENCE: WOW MATTERS

The girls were also excited about having a playground right across from where they would be living. The staff at Park 9 agreed that it would be a great idea to get bunk beds for her twin girls. Ceaira was talking about purchasing them the beds once they moved. On the day of her move in, the maintenance team assembled the bunk beds and the leasing team set the beds up. What a nice surprise for the girls, when they arrived to their new home and entered their bedroom for the first time to see their new bunk beds. They were so excited to call Park 9 home. What was more exciting was that we were able to do this for one of our own. Park 9 Rocks!!!!

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â&#x20AC;&#x2039; eaira Nixon is one of our newest Better C Living Consultants at Park 9. She came on board with us sometime in October 2015. For the first few months of 2016, Ceaira was torn between living on property and living close to family. Finally, after much thought, Ceaira decided to move on Property. Ceaira was so excited and couldnâ&#x20AC;&#x2122;t wait to move, but everyone knows that moving also comes with a big cost. Ceaira was living with family, while she was settling in Orlando. Her move came with much excitement for her and the family, she talked about the girls being happy.

WEST END LODGE

Safety First! Deirdre was at work when she got a very frantic call from her neighbor stating her house was on fire! Deirdre immediately left the office and headed home to see what was going on. On the way home she also called her mom to check on her, because she was home watching the baby. She discovered her mom was at the opposite end of the house and didn’t realize there was a fire, but thanks to Deirdre calling to check on her she was able to get out. Thankfully, the damages were minimal and were just confined to

WESTOVER OAKS

KRISTINA SHAW EXPERIENCE LEADER, COMMUNITY MANAGER

the kitchen. During this incident Deirdre discovered she didn’t have smoke detectors in her house. She began to wonder how she had missed this especially working in the apartment industry. I immediately wanted to do something to help her out so I went to Lowe’s and purchased new smoke detectors for her. One of my maintenance techs even offered to come by her house and personally install all of them! Deirdre was very grateful that we did this for her!

VANESSA SULLIVAN EXPERIENCE LEADER, COMMUNITY MANAGER

Have Luggage Will Travel 122

Bea had an upcoming trip to England, where Bea’s daughter, son-in-law, and only granddaughter, Claire, are stationed with the Air Force. The holidays were not going to be the same this year, because they could not all be together for Thanksgiving or Christmas. Bea arranged time off from work and saved money throughout the year to go to England to visit her daughter. She mentioned to the staff that she would have to borrow luggage from family or someone in the office at Westover Oaks, because she gave all of her luggage to her daughter and the family when moved to England.

The Westover staff decided that Bea needs some new luggage of her own, so we went on Amazon and found a great deal on a four-piece American Tourist luggage set. We purchased the luggage, luggage tags, and a therapeutic memory foam neck pillow for the long flight to England. During our weekly staff meeting we surprised Bea by wheeling out her new purple (Bea’s favorite color) luggage and other gifts. She was super shocked and didn’t know why we were WOWing her. Bea is most deserving of a special WOW and we hope she has a wonderful time in England with her family.

REGIE MATT RESIDENT SINCE JUNE 2014

We would’ve never guessed that our jazzy, sweet Ms. Regie was turning 60. One of her daughters came in to let us know that she was cleaning her apartment while Ms. Regie was on a cruise, and that when her mom returned, they were going to have a huge surprise party for her at a cabin in Galveston. I immediately asked what kind of cake does she like, what does she like to do, and can we help with the surprise? We decided to purchase a cake and hire a photographer to capture the moments at the surprise party. Because Ms. Reggie had told me once she loved hearing me sing, I recorded myself singing Happy Birthday, and told her, “Team Preserve wants you to enjoy your cake” and “take lots of pictures”. RECOGNIZED EMPLOYEES: ASHLEY FLOWERS KRISTINA SHAW MOLLIE WITT RAQUITA MCCOLLISTER

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You Only Turn Sixty Once

Sending a photographer to my 60th birthday party was just unbelievable. It was the best day ever for me and I will always be able to look back on those pictures and remember that day. I couldn’t believe that someone would do something so thoughtful and nice for me. I truly never want to move from The Preserve at Old Dowlen

THE VENTERRA EXPERIENCE: WOW MATTERS

THE PRESER AT O L D D O V E WLEN

B A L A W O O D SD AT K IN G W O O

Puppy Love 124

One of our newer residents told us how excited he was that we were such a pet-friendly community. Shortly after moving in, he and his wife ran out to the local shelter and adopted their newest furry family member named Deliha (Dilly for short). A few nights later, he came in, frazzled and exhausted. He was at his wits’ end because their housetraining efforts were proving to be more challenging than they had expected. Right away, I knew this was the perfect time to WOW someone – with some Puppy Training classes from Petco! When we called him in and gave him the instructions on how to start his classes, he was in tears and gave everyone a huge hug. He couldn’t believe that we had been so thoughtful. Dilly starts her classes on May 1st! RECOGNIZED EMPLOYEES: DARCY CASEY KIMBERLEY BAKER

Summer is the busiest time of year. We had a weekend when I had about eighteen tours in one day! I was exhausted; in heels showing apartment after apartment and keeping my same upbeat attitude. We got twelve leases out of all the tours, and my manager was so excited. A couple of days afterwards, he said he scheduled an hour massage and for me to take the rest of the day off! I was so surprised and excited! CELEDONIA GARCIA EXPERIENCE MAKER, BETTER LIVING CONSULTANT STONECREEK RANCH

Stephanie Bruce sent me for a massage during the craziness of the hailstorm at Ventana with more than 300 broken windows. She sat in my place while I went and relaxed. TERESA HEENEY EXPERIENCE LEADER, COMMUNITY MANAGER VENTANA

It was amazing. The acrobatic acts made me not want to blink my eyes at all during the show. The talent of these performers is simply amazing. The clowns were hilarious, and my favorite act of the show was the little girls with the yo-yos. They couldn’t have been any older than ten years old. It made for a wonderful night out with my wife. DANNY RODRIGUEZ EXPERIENCE LEADER, MAINTENANCE MANAGER OLGA KOSTERINA EXPERIENCE LEADER, COMMUNITY MANAGER

ur amazing Maintenance Manager is getting O married this month. It’s been on my mind for a while now thinking how we can WOW him. I didn’t want to get gifts from the wedding registry only because I wanted it to be a truly memorable moment and experience for both of them. I have known and worked with Danny for 10 years now. We started at a property when I was a leasing agent and he was a maintenance tech. At that time, my husband was a Cirque Du Soleil artist/performer and he was able to get Danny and his fiancée to see the show once from a special employee room for light technicians and managers behind thick glass back then. Not too long ago, Danny mentioned to me that it would be so good to actually see the show from the main audience/theater and asked if my husband was still able to get him in.

Unfortunately, since he doesn’t work there anymore, it wasn’t an option. Fortunately, I saw a perfect opportunity to really WOW him and his fiancée because they never experienced the magic of the show from the main theater audience. I booked the tickets for the show, picking out the prime seats in the center row, mid-section, for the second 9 PM show performance; and made a reservation at the House of Blues restaurant, next to Cirque Du Soleil in Downtown Disney, at 7:30 PM. I thought this would be such a romantic evening for both of them. Dinner and Magic of Cirque Du Soleil! When I presented it to Danny he had a face of a child getting the present he has always wanted for his birthday! LOL He even said it: “I am very happy like a little kid!”

Priceless.

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Magic of Cirque Du Soleil for Future Groom and Bride to Be

THE VENTERRA EXPERIENCE: WOW MATTERS

FALCON SQUARE AT INDEPENDENCE

ST. AN DR EW S

welcome to our city

The Hawkes family recently moved to Pearland after the husband was assigned to a military base in the area. His wife made it clear from the beginning that she was not happy about moving to Texas because Houston is known for its heat, humidity, and horrible traffic! When we heard about this part of their story, the office saw an awesome opportunity to help her see a different side of Houston. After checking their Facebook page, we discovered that the family loves soccer. What better way to enjoy Houston than to attend a Houston

Dynamo game! So we created a great little goodie basket for them and tucked the game tickets deep inside. The wife was stunned that we had come up with such a thoughtful gift – and was very excited about the outing! We hope they enjoy the game, and we hope we gave her a great Texas Welcome RECOGNIZED EMPLOYEES: KELLY LEVESQUE RAMON GONZALEZ ALEX CHACON CHRISTI CARRINGTON

WEST END LODGE

going away 126

J oanna has been wanting to move to California for some time now, so when the opportunity presented itself and she was given a job offer, she quickly decided to make the big move. We were all very saddened to hear Joanna would be leaving but were excited for her, as well. I wanted to get her a little KRISTINA SHAW EXPERIENCE LEADER, COMMUNITY MANAGER

going away present to wish her luck with her new job and to show how much we appreciate her! I went to James Avery and purchased a charm bracelet with a Texas charm on it so she’ll always remember her favorite Texas Team! We sure are going to miss Joanna!

strong man = broken drill

access granted

T H E H A M P TO N S AT T E W O O D L A N D S P O IN

We have a resident here at The Hamptons whose daughter was locking herself out of the apartment 2 or 3 times a week. Each time that it happened, she would come into the office, very apologetic, and ask us to go unlock her door for her. So we came up with a solution to her problem. We bought and installed a remote garage keypad. Now as long as she can remember her code, she can get into her apartment whenever she wants to!

RECOGNIZED EMPLOYEES: ALEXANDER ROACH ANGELA KOHLER JOHN HOURIGAN KRISTEN MCCOY TRAVIS SWANSON

THE VENTERRA EXPERIENCE: WOW MATTERS

TRAVIS SWANSON EXPERIENCE LEADER, COMMUNITY MANAGER

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HAMPTONS AT WOODLAND POINTE

The Hamptons Assistant Maintenance Manager was installing new appliances in the clubhouse kitchen that required him to drill a hole between cabinets. While drilling the hole, his Dewalt drill broke in half at the trigger. He came to the office to show me what happened. Alex and John, fellow maintenance team members, said they could fix it. They proceeded to go to the first aid kit and placed Band-Aids on the drill to hold it together. This got a big laugh, but it didn’t fix the drill. For Sam, the timing couldn’t be worse. He is in the process of buying a new home for his family. Saving every dollar gets him closer to this goal, so I told him not to worry. We bought him a new drill to make sure he has the tools he’ll need to fix up his new home.

SO UT H SH OR E LA KE S

a honeymoon to remember 128

Raisa & Kyle have been residents here at South Shore Lakes since shortly after Venterra acquired the property in 2014. They are such a sweet, fun, and loving couple! Shortly after moving in, they got engaged. For two years, they lived in a small, one bedroom with a study so that they could save up for their dream wedding and THE perfect honeymoon: a week in beautiful St. Lucia!!

The weekend that they got married, things were a little crazy. They moved from their one bedroom apartment to a two bedroom apartment; picked up the keys Friday,

got married Saturday, and returned the ‘old’ keys on Monday, five minutes before leaving for St. Lucia - we hardly had a moment to congratulate them!

The surprise gift we received during our honeymoon was amazing. We couldn’t believe it when we got We wanted to let them know the phone call and the they were in our thoughts card. Thank you! after such a crazy weekend. Darlene contacted the Sandals Resort in St. Lucia where they were staying and arranged for them to be pampered with a couple’s massage. When they got back, they said they were blown away when the card and gift arrived from our Team here at South Shore Lakes.

RAISA ROMERO RESIDENT SINCE JUNE 2014 RECOGNIZED EMPLOYEES: AMANDA ARISPE DARLENE SEALE DIANA STEPHENS

It’s always nice to get acknowledged for the things that people don’t always realize you do. It was very unexpected and special! I’m not very good at taking “thank you”s or praise, so it was very nice to be noticed and recognized. It’s just what I do. It doesn’t feel like I did anything above and beyond to be recognized the way I did, but it was nice and it really made my day! DEBRA ANDERSON EXPERIENCE MAKER, ASSISTANT MAINTENANCE

TUSCANY AT LINDBERGH

She is one of those people that makes you want to be a better person. Because of her example, I often look at situations differently. I try to put myself in the shoes of others more often and work to not be judgmental. That’s the thing about Dee, she’s just in tune in with people. She listens to them and is willing to give them as much of her time as they need. She doesn’t let what’s going on in her own world get in the way of that. I decided to gift her with a Giving Key to show her how much she inspires me. The Giving Keys company employs homeless people which I knew was right up her alley. Needless to say, she loved it! She was thankful and after reading her note looked at me and said, “but Lauren, this is just what I do. How could I not go up and help them”. She immediately put on her necklace and something tells me that it won’t take her long to find the right person. LAUREN MOSELEY EXPERIENCE LEADER, COMMUNITY MANAGER

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Debra Anderson is one of the most selfless people I have ever met. She simply gets joy out of helping others and I don’t know if she ever puts herself first. I know there are things that she does for our community and residents that I’ve never even known of. That’s just who she is! She’s not going to tell anybody, she’s just going to make the world a better place one act at a time. Here’s an example: We recently had an elderly couple with a pest control problem. Pest control told us on their last visit that they weren’t going to see marked improvement until they did a detail clean in their kitchen. Problem is, this couple is nearly 90 years old. Standing on ladders and bending under sinks just wasn’t going to happen. We brainstormed in a huddle and the team decided to research how we could WOW them with a professional clean. Little did I know, the very next day, Dee was knocking on their door and cleaned out every cabinet and drawer in their apartment herself! That’s just what makes Dee so great – she does these things and you’d never know about it if you didn’t catch her.

THE VENTERRA EXPERIENCE: WOW MATTERS

you inspire me

BA LM O RA L

Fix A Flat

Our sweet resident, Ms. Marie, stopped by the office to discuss her renewal options. While she was visiting, I learned of a recent incident she had had with her car – she had blown out one of her tires by driving over a curb. She said her car had been sitting in the parking lot for a week; she was waiting for her son to come from out of town to fix it. I felt terrible that she had been without a car for a week! I called Kirk and asked if he could possibly change her tire for her. He immediately came over to look at Ms. Marie’s car and discovered that she only had a small “doughnut” spare tire and noticed that her other 3 tires were pretty worn. We didn’t want her to be driving around with bad tires! We asked Ms. Marie permission to drive her car to the local tire center. When we got to Kaufman Tire Center, we saw that they were having a fantastic sale – buy 2 tires, get 2 free! When Kaufman Tire learned that we were doing this for one of our residents, they added on tire alignment for only an additional $10.

If that was my Mother, I would hope that someone would help her in the same way. KIRK JOHNSON, JR. EXPERIENCE LEADER, MAINTENANCE MANAGER

RECOGNIZED EMPLOYEES: KATHI PRICE KIRK JOHNSON, JR.

We brought the car back to Ms. Marie and she was completely stunned that we would do this for her. We explained to her that Venterra is the type of company that loves giving back to its residents. We were more than happy to do it for her.

FO RE ST VI EW

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A Tree of Remembrance

Pets are more than just residents in our homes; wanted to give her something as a reminder they are family, the furry friends we lean on of those special memories. when we’re sad and know we can count on So we planted a tree in honor of Kirby Morris after a long day. Having their love and trust fills at the Blanco River Tree Recovery (Texas). a void in our lives as they hold a very special Sometimes it’s just good to know that someone place in our hearts. Our resident at Forest View else cares. just experienced the loss of her beloved furry family member, Kirby. We knew nothing could RECOGNIZED EMPLOYEES: take away the grief she was feeling, but we ASHLEY JOHNSTON MACEY TONEY

PA R K 9

One day, Yousuf stopped by the office after the tragic incident- we were concerned about him and how he was holding up, although he helped many people escape he, he also lost many friends. We asked him what his plans were since he was no longer going to be able to work at the club, Yousuf was a bouncer there. He started telling us that he wanted to start fitness classes at different locations in the area and hoped that he could start some classes at Park 9. He talked about fitness and healing; many people use fitness to relieve stress and heal from issues or life changing incidents that occur in life. We asked how Venterra/ Park 9 could help and he asked if he could use the outdoor area at Park 9 to hold classes for people who where interested. YES, yes,yes…… and beyond that Yousuf did not have any fitness equipment to start the classes. So the Park 9 team decided it would be a great idea to purchase some fitness equipment for him to use for his classes. We went online and purchased yoga balls, weights, jump ropes, floor mats, and other equipment needed to start his fitness classes. In September 2016, we started the first session at Park 9. It was so great to see him in action doing what he loves and motivating people to hope and change their lives through fitness. We could not stop there, we wanted to do something nice for Yousuf and his family and in October we offered to send him, his brother, and parents to Orange Lake Resort for a two day relaxing weekend to just enjoy the comfort of family.

It’s an an awesome feeling to be able to help people, to make them smile and to make a difference simply by caring enough to jump into action. Although what we did for him can not compare to his selfless actions, this WOW opportunity helped us connect with and show humility and compassion to those we serve. JUANA SANTOS EXPERIENCE LEADER, COMMUNITY MANAGER RECOGNIZED EMPLOYEES: IVELIS RODRIGUEZ JUANA SANTOS AMANDA NIEVES ANGIE CAREY CEAIRA NIXON LAUREN MOSELEY TAMMIE WILDER;

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Orlando, Florida lost many lives this past summer and we were very fortunate not to loose one of our own in the Orlando Pulse Shooting. Park 9 is home to Inram Yousuf, one of Orlando’s strong heroes. Yousuf, as we call him, is a Marine Veteran, who loves to work out and is currently taking classes to become a personal trainer. How could we “WOW” someone who was so selfless and did not hesitate to save over 60 lives? Before the shooting,Yousuf frequently stopped by the leasing office to speak to the ladies and often had long conversations with Ivy about his goals and what he planned to do after he finished his personal training courses. Yousuf has plans of opening a fitness gym- he enjoys motivational speaking; his passion is motivating people.

THE VENTERRA EXPERIENCE: WOW MATTERS

Restoring Hope and Changing Lives Through Fitness

something special KRISTI ROBERTS EXPERIENCE LEADER, COMMUNITY MANAGER

Jose has been working here at The Park for seven years now! We hear nothing but great things about him daily. He makes the grounds, pool, and office look beautiful every day! Today we noticed that his shoes were starting to fall apart, so we decided to do some investigation work, and the shoes he loves to wear are only $25 from

Academy! We decided to get him a gift card so he could buy multiple pairs of shoes, so he doesn’t have to worry about this issue! He was so excited and said he was taking his wife and they were going tonight but he was only going to get one pair for himself and the other for his wife! HOW SWEET!

park 9 graduates JUANA SANTOS EXPERIENCE LEADER, COMMUNITY MANAGER

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THE PARK AT WATERFORD HARBOR

Amanda and Kristine both completed their Bachelor’s Degree from the University of Central Florida recently. The ladies were both debating whether they were going to walk across the stage. They were both talking about the expenses of school, and with the holidays coming up buying their caps and gowns were not on the top of their priority list. What a great opportunity to be part of their one-time amazing accomplishment. We decided to buy them their caps and gowns so they could walk across that stage and make us proud. The ladies were so happy and excited that we thought to purchase their caps and gowns. What an exciting accomplishment for these two ladies! We want them to wish them the best in their future goals!

PARK 9

When I first started at The Hamptons I was WOWed by our Better Living Manager for going above and beyond while working the weekends. It made me feel SO appreciated and like the “little things” were noticed and important! It made me feel welcomed and it made me want to work harder. KRISTEN MCCOY EXPERIENCE MAKER, BETTER LIVING CONSULTANT HAMPTONS AT WOODLAND POINTE

how jose saved dinner Abner and Celine are newlyweds. The other day, Celine was making ribs for dinner – her husband’s favorite! She discovered that the crock pot wasn’t heating properly so she called in a service request asking for her electrical outlets in the kitchen to be checked. Jose found that the outlets were working fine, but the crock pot had given up! While he was there, he heard her on the phone telling her husband that she was so disappointed, because she had wanted this dinner to be special for him. Jose rushed back to the office and suggested that we run out right then and buy a new crock pot to save this special meal. Kristine was on her lunch break and stopped by the store on her way back to the property; and Amanda made her a handmade postcard saying, “We hope you are able to finish the dinner on time!” After we put it all together, Jose went back to their door with the new crock pot and the card. She was so surprised at our thoughtfulness, she couldn’t stop crying. The next day the two of them came in to thank us for the gesture and said we had really saved the day. The whole office staff felt so great about being able to help them out in a small but meaningful way. WOWs really do make a difference – not only for our residents but for us, too!

THE VENTERRA EXPERIENCE: WOW MATTERS

TERI DAVIS EXPERIENCE LEADER, REGIONAL MANAGER

PA RK 9

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My Community Managers knew I was going through a rough patch the early part of the year into the Spring. My step-daughter had some sudden drama in her life which turned us upside down for a couple of months. In the midst of this, we were selling our home and buying a new home. My Community Managers got together and bought me a spa gift certificate which I thought was extremely thoughtful.

OY EE S: RE CO GN IZ ED EM PL JO SE ME JIA S AM AN DA NI EV ES IV EL IS RO DR IG UE S

RECOGNIZED EMPLOYEES: ERIN CAINE SHELBY MCGINNIS

BELTERRA

happy first birthday, knox!

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We all know how important first birthdays are, but for a first-time parent they are extra special. Lindsey was so excited about her son Knox’s first birthday. She spent weeks deciding what the theme would be and finding just the right birthday invitation to send all her family and friends. Lindsey had requested the Friday of his birthday off to spend with her son, and I was more than happy to make it happen. I thought I would surprise her with a very special custom made birthday basket just for Knox. So two weeks before the big day, I started working on the basket and had it delivered on Friday when she was home with her son. Lindsey was so thankful and loved the gift basket. The best part was the picture she sent me with Knox playing with the basket. I loved being able to make a special day even more special for a team member. Thanks Venterra! KIM KNEAREM EXPERIENCE LEADER, COMMUNITY MANAGER

I’m a mother and I can’t imagine not being able to be with my daughter after such a major surgery. The daughter’s husband also just had an operation, and they had no one to help them. I just felt it was the right thing to do. SHELBY MCGINNIS EXPERIENCE MAKER, BETTER LIVING MANAGER

CHASE VA L E N C IA AT W E S T

because we didn’t have the space to store it. When she got to the office and saw the large gift bag, she immediately got emotional. We had her open the card we all signed and told her that we wanted to help. She was overcome with emotion just reading the card with the $50 gift card enclosed. We then had her open the gift bag which had the carry-on bag in it filled with travel accessories. She was so excited, and happy, and emotional with just those items. We then grabbed a small gift bag and told her we had just one more little thing for her. She pulled out the envelope and unfolded the plane ticket reservations that showed her flying out next week for an entire week with her daughter. She just stared at it for quite a long time like she wasn’t sure what she was looking at. She then became emotional again and was so thankful. She kept giving me a pretend dirty look like she couldn’t believe we had tricked her. She gave us all hugs and promised to come into the office when she gets back from her trip to tell us how it went!

135 WOW

Rita’s daughter was having serious heart surgery in Rhode Island, and she was very upset because she was not able to be with her. She cried when she told me that she was trying to save money, but she and her husband are both on a fixed income and simply could not afford the ticket. Her plan was to ask a friend to purchase the ticket on a credit card and see if the friend would let her pay it back a little bit each month. I thought that although this wasn’t a “fun” vacation opportunity, Rita needed a plane ticket to Rhode Island. I called Rita and covertly got more information from her about when she was trying to go, what airport she would fly into, and how long of a trip she was aiming for. We bought her a round trip ticket, a carry-on bag, a travel neck pillow, some magazines and crossword puzzle books, and some travel-sized toiletries. We were also able to get her a $50 VISA gift card to help with any other travel expenses. The morning of the WOW, I called to tell her that she had a really big package in the office, and she needed to come get it right away

THE VENTERRA EXPERIENCE: WOW MATTERS

a trip we couldnt let her miss

C E DA R S P R IN G S PLOYE ES : RE CO G N IZ ED EM VI VI EN N G UY EN SA RA H ZI EB EL L

a thoughtful gift Long before Regina moved into one of our one bedroom apartments, Vivien and I had been working on finding her the perfect apartment and getting her application approved. Regina was so excited on her move-in day. As I walked Regina to her apartment, she mentioned that they really didn’t have any furniture. All that mattered to her was that she had a roof over her head, and she was able to pay for it on her own. After moving in, Regina’s daughter, Ruth, quickly took advantage of our DVD library and would come in each day to rent movies. One day, Vivien found out that she uses her laptop to watch the movies

because they don’t have a TV. Vivien and I came up with the idea to WOW them with a TV/ DVD combo player along with a movie collection to start her own library. When Regina came to pay rent the next month, we let her know we had a belated birthday present for her. What they received was a 24-inch TV/DVD player and two DVDs to start her collection. Regina let out a scream and they both started to cry. They kept saying, “Oh wow!” and “Oh my God!” It was truly a touching moment to know we helped make their new home more enjoyable

a little help FABIOLA CELADO EXPERIENCE LEADER, COMMUNITY MANAGER

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Kimberly is one of the most hard working employees I have on my team. She’s always there to get the job done with a smile. A few weeks ago, I overheard her on the phone with her electric company discussing her bill. I told her to go ahead and pay the balance off. When I told her it was a

PRESERVE AT COLONY LAKES gift from Venterra, she was speechless! Her tears said it all! I was very happy to know that I made someone’s day! It felt so good to know that she was not going to worry the rest of the day and that she would be going home to enjoy her family!

PARK 9

pie in the sky MINERVA MONGER EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER

helping a first time mom ST. A N D RE W S A resident stopped by one afternoon for a package, and she seemed extremely excited when asking for it, but when I handed her the box, her face instantly fell. She thought she had ordered a car seat but what she actually ordered was only the car seat cushion. She was really worried about finding money for a car seat. Ramon was in the office, so he looked to see the type of car seat that was on the box.

We found the exact one she wanted on Amazon, and it arrived a few days later. I called to let her know she had another package arrive, and she stopped in that evening. As soon as she saw the box, she started to cry. She asked how it happened, and we were so happy to tell her that it was from her friends at St. Andrews. RECOGNIZED EMPLOYEES: KELLY LEVESQUE RAMON GONZALEZ

I thank God every morning when I wake up for letting me work for a company like Venterra where our number one goal is to serve our residents and touch their lives. My heart gets full of joy every time I am able to touch someone’s life with a WOW Moment. I truly feel like I am the lucky one in all of this! RAMON GONZALEZ EXPERIENCE LEADER, COMMUNITY MANAGER

THE VENTERRA EXPERIENCE: WOW MATTERS

I wanted to do something a bit different this time to show our appreciation for their passion for high results besides the regular complimentary emails or phone calls. To commend their efforts, I surprised them with some of their favorite sweet treats from a local bakery called “P is for Pie.” I thought a pie was the perfect way to show them just a piece of our appreciation. Congrats again ladies.

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Amanda Nieves and Ivelis Rodriguez did excellent work last quarter on the overall performance results. They were at the highest level of performance on their Kingsley scorecards both ranking 5th on the tier, and they each achieved High Achievers recognitions to wrap up the quarter, as well. They’ve been diligent in their efforts of attaining high results, as is evidenced by their performance scores.

SO UT H SH OR E LA KE S

the kitchen of his dreams

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Tommy works for an oil company and was transferred to the area, so he and his wife chose to live here at South Shore Lakes. They moved in and just after getting all settled here, his company suddenly transferred him back! So he had to use the “Live it. Love it. Guarantee” to move all over again. A little over a year passed and we learned that Tommy and his wife were being transferred back to the area and wanted to come back here! They wanted the same two bedroom floor plan which they had before, specifically because of the island in the kitchen. Unfortunately, we did not have one available when they were due to make the move. They decided to go with the next biggest two bedroom floor plan but were very unhappy that it didn’t have a kitchen island. Now, Tommy is quite a character; he wasn’t at all

RECOGNIZED EMPLOYEES: AMANDA ARISPE DARLENE SEALE DIANA STEPHENS

shy about asking if we had an extra island which he could use in his new apartment! I explained that the islands are only in the specific two bedroom floor plans and that we didn’t have any extras laying around. But this was a perfect opportunity for a WOW. They made quite an effort to come back to our community and we wanted to reward their loyalty with their very own island for their new home. We asked Jose, our Maintenance Manager, to custom build one for them. He did and we wrote a nice little note and delivered it to the apartment while they were away. When Tommy saw the island, he was ecstatic! He called the office to let us know how much they appreciated it, adding that they were so glad they had come back here instead of going to another community.

Christi Higueros has her hands full with little time to spare. Working full time and caring for her four children full time leaves her with little or no time to herself. Recently, Christi had complimented me on my new haircut and style and stated that she really needed to set away some time to make an appointment and have her hair trimmed. Since I know her situation I decided to set her an appointment at Toni & Guy, with my stylist, and take her during her lunch break. Christi was extremely surprised, excited, and grateful for the gesture. Once it was all said and done, she came out a new Christi, ready to take on the leasing world. Thanks for all you do Christi, we really appreciate you and we are happy to have you on our team!

CHRISTI HIGUEROS EXPERIENCE MAKER, BETTER LIVING CONSULTANT

THE VENTERRA EXPERIENCE: WOW MATTERS

hair at toni’s

139 ADRIANA RAGAN EXPERIENCE LEADER, COMMUNITY MANAGER

WOW

SILVERBROOKE

I was desperate for a haircut and I was so shocked when Adriana surprised me that my face turned red! It was such a big deal! Us moms don’t always have free time or money, because it all goes to kids, so it was super nice to be able to finally go get my hair done! While I was there I got the full treatment, deep conditioning, an amazing haircut, and such a pretty style! I felt so beautiful afterwards! It was such a sweet, special, and nice surprise. It warmed my heart, and I so appreciate it! I’ve never worked anywhere where I get this kind of treatment, and it’s definitely the highlight since I’ve been with Venterra!

VI LL AS AT NE W NA N CR O SS IN G

Saying Goodbye to a Dear Pet

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One Saturday, as I was returning to the office, I noticed a resident just sitting in her car. When I asked if there was something I could help her with, she broke down crying, asking if she could borrow a shovel to bury Shaynne, her Chihuahua of thirteen years. I gave her a hug and told her to come into the office, so we could talk. She wanted to cremate her dog but could not afford the extra expense because she is building a house. We decided to call Family Friend Animal Hospital, and they said it is $171 to cremate and return the ashes to the Brennan family. We didn’t hesitate to tell Lisa that we will pay for the cremation. She broke down in tears and thanked us over and over again. RECOGNIZED EMPLOYEES: MEGAN WILLIAMS DAKOTA JOHNSON;

Shyanne really means a lot to us and to have her brought back home, words cannot express our thanks enough! From the bottom of our hearts, thank you! RYAN & LISA BRENNAN RESIDENTS SINCE JANUARY 2015

I knew that if I were in her shoes and was unable to have my dog cremated, because of whatever the situation, that it would be a huge blessing in my life for someone to help me. When we told Lisa that we would love to pay for Shyanne to be cremated, you could tell that she felt so relieved to continue to have Shyanne with her family in their new home. Something I tell my kids every morning before they get out of the car is “Be a GOOD day!” This day was one of those days, thanks Venterra for giving me the opportunity to Be a GOOD day! MEGAN WILLIAMS EXPERIENCE LEADER, BETTER LIVING MANAGER

S T. A N D R E W S

Daniel came in the office one day looking a little down. His eyes were red and he looked like he hadn’t slept for days. He asked for our assistance in faxing some papers for him, which unfortunately were for his divorce. He was a little scattered and had left the office leaving his keys and paperwork behind. We felt so bad for Daniel and his situation. He has two little boys that he adores and talks about frequently. We knew this was a devastating time and wanted to help ease some of his burdens. We put together a nice gift basket filled with toys for his boys, a gift card to Chuck E. Cheese for a family day, and a gift card to Lupe Tortilla so he could enjoy some grown up time with his friends. When we gave the basket to Daniel, his eyes literally filled with tears. He was speechless. We later received a sweet email from Daniel that completely warmed our hearts.

JESSICA LUNSFORD EXPERIENCE MAKER, BETTER LIVING CONSULTANT

I was seriously on the fence about what kind of day it was going to be the day Jessica called me into the office. Her gentle acts of kindness fixed it! She is a good person. Especially for thinking about me outside the bonds of an everyday business transaction. I can’t tell you what it meant to me. I can honestly say, after this kind act, my life seems to have turned itself around and I’m finding happiness again. DANIEL NICELY RESIDENT SINCE FEBRUARY 2016

THE VENTERRA EXPERIENCE: WOW MATTERS

RECOGNIZED EMPLOYEES: JESSICA LUNSFORD

It felt so good to do this for Daniel. I know I made such a difference for him in that moment. I think in 40 years he will always remember me and that feels so awesome.

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an Act of Kindness Can Turn Things Around

TRACY REES EXPERIENCE LEADER, COMMUNITY MANAGER

REFLECTIONS ON SWEETWATER

sweetwater leases together, laughs together, and fights together

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One of my Better Living Consultants, Giselle Cerna, has been facing a tough situation. She has been dealing with this situation for some time now, however, just recently, a phone call from her doctor brought the issue to an entirely different level. Giselle had a test and got the results information during a work day. Long story short, Giselle has a moderate stage of cervical cancer. The doctor mentioned chemotherapy, but Giselle felt that course of treatment is not the route for her at this time. She has recently made huge strides in a journey to live a healthier life that includes working out and eating clean. Her doctor knows of her efforts and determination, and therefore feels that another course of treatment could work to stop the spreading. The doctor basically feels that Giselle’s clean eating habits could significantly contribute to her beating this. Her doctor advised her to adopt a vegetarian lifestyle, and that means no dairy products. Wow! That is a huge adjustment for her to make. But you know what? She’s doing it! Not only does she maintain a positive attitude about her fight, but she also carries that positive energy into her work each day. She has a silly, playful nature that is much appreciated in our ‘sweet’ work family environment. She could have let this get her down.

She could have taken on a negative mentality. We would have understood. However, she didn’t. She has chosen to make it her goal to better educate women on the importance of annual exams and early detection. She is a true inspiration. She is strong. She is taking a bad situation and is turning it into a mission to potentially save lives by opening up the discussion on a topic that is rarely openly discussed. To show Giselle how much her work family supports her, after a huddle on Friday, we presented her with a few little treats. She got a Whole Foods little cooler bag, a Whole Foods gift card, a water bottle with a builtin filter, four of her fave probiotic drinks, and a big vegetarian cookbook. Everyone also filled a card with words of love and encouragement. We wanted to remind her that she is not fighting alone. We are with her; supporting her each step of the way. Because of her, we are all re-evaluating our lifestyles. Because of her doctor’s message to her, we are more convinced than ever that we can either choose to help or hurt our bodies by what we put in them. Thank you Giselle for sharing your journey with your work family and for allowing us to walk alongside you. We admire you!

GISELLE CERNA EXPERIENCE MAKER, BETTER LIVING CONSULTANT

T H E H A M P TO N S W O O D L A N D P O AT IN T E

We have a resident, Tenisha, who is always in a good mood and has a great sense of humor. She always makes us smile every time she comes into the office. Recently, she entered a comment on the resident portal: “Hi. I love living in this community. But I can’t help but notice how other communities offer cookies/snacks in their leasing offices. I think it would be an AMAZING perk to have fresh baked cookies in the leasing office on Saturdays. This would provide an opportunity for me to run into my neighbors and also to come in and get to know the leasing office staff. Why are there no cookies?” This was shortly followed by a work order: “Hello again! My tub is backed up again. I simply am unable to keep hair from clogging it up. But I HAVE to wash my hair, or else I won’t be able to bring all the boys to the yard (as Kelis would say). Please fix??? – Tub Not Draining” We got Tenisha a box of Christies Cookies, a gift card to Sonic, and a gift card to Steak N Shake so she can get her milk shakes. When she came into the office to pick up her ”package” she was all smiles and said we definitely made her day RECOGNIZED EMPLOYEES: ALEXANDER ROACH ANGELA KOHLER JOHN HOURIGAN KRISTEN MCCOY TRAVIS SWANSON

THE VENTERRA EXPERIENCE: WOW MATTERS

humor makes life just a little bit easier

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I love all of my co-workers! They really helped me through the tough times. They would take me to my doctors’ appointments when my husband couldn’t, spend the night with me when my husband was out of town, help me around the house, and even went on a health kick with me so I wouldn’t feel left out in the office. I felt so supported and it felt amazing! I was in remission in April and 1 month later we did the SGK walk so it was very special to me. I feel so blessed to have Tracy and the rest of the girls in my life. I am still in remission! It’s been great to see how it changed my life and how it changed everyone’s too.

AMBER PLACE

fairytales do come true

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I have had the pleasure of working with Kimberly Davis for a little over a year at Amber Place, a few months at another property, and we have had mutual friends for years, so I know first hand that Kimberly thought she would never meet the man of her dreams. That all changed last year when she met and fell in love with Paul! She couldn’t believe how well they got along and felt like she had to pinch herself at times to make sure it wasn’t a dream. Reality hit her hard earlier this month when he proposed in the most romantic way possible. As you can see in the picture he really wanted to make the day special for her. Thumbs up Paul! I recently heard an announcement over the radio advertising the Annual Bridal show in Macon. I reached out to Kimberly to see if she knew about it, she did and said she really wanted to go. I told I would handle everything and surprised her with five admission tickets and a $50 giftcard for her and her family to enjoy some lunch before attending the show. She was thrilled! MELINDA JOGLAR EXPERIENCE LEADER, COMMUNITY MANAGER

It was an awesome moment for sure. I have no doubt this great lady would have landed the job she deserves. FRANK DAMIAN EXPERIENCE MAKER, BETTER LIVING MANAGER

RECOGNIZED EMPLOYEES: CHRISTI HIGUEROS ADRIANA RAGAN FRANK DAMIAN JESSIE CELADO

Valerie has been a resident at Silverbrooke for about six months now. I have gotten to know her pretty well over that time. A hard working single mother of an adorable young son, she has definitely had many difficulties and struggles in her young life. She became a widow much too early in life, and about six weeks ago, she informed Frank that she had been laidoff from her job in the Oil & Gas industry. These days, every time she comes in to the office, she seems very stressed and tells me how frustrated she is with her job search. Recently she decided to try her luck with an employment agency, which has resulted in a couple of interviews.

So far the interviews haven’t led to anything, but I can tell her outlook is more positive. Then we had an idea. Why not WOW her with a brand new outfit and hair style for interviewing? Frank reached out to Brenda, another resident that is also a hairstylist at an upscale salon. So the stage was set! I contacted Valerie to ask her to swing by the office and to her surprise, we presented her with her ‘Interview Readiness Kit’. She started crying, and kept saying, “You guys didn’t have to do that!” It was an awesome moment for sure. I have no doubt this great lady would have landed the job she deserves.

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looking good for that job interview

THE VENTERRA EXPERIENCE: WOW MATTERS

S ILV E R B R O O K E

VE NTAN A

lost cell phone nightmare

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Jennifer’s newest move in, Megan, has just moved to San Antonio to start a new job and is on her own for the first time in the big city. Last Friday, Megan came in to the leasing office, frantic because she had misplaced her iPhone. She was such a wreck; she couldn’t even think clearly. She doesn’t know anyone in town yet; she had no idea where to start looking and no idea how to get around town. When she realized she was going to need some help, the only person who came to mind was Jennifer. Jennifer reassured her that everything was going to be fine, and then quickly jumped into action.

She was able to locate the phone via GPS for Megan. The GPS could locate the phone within the general vicinity of another apartment community, but unfortunately, it could not pin it down to an exact home. As the clock ticked on, Megan became increasingly stressed out, knowing that she had no way to get in touch with her family and that they would be expecting to hear from her. Jennifer felt so bad that she offered Megan a spare cell phone of her own until Megan could get a replacement. Megan was super thankful and gave Jennifer a HUGE hug! Thanks, Jennifer – THIS is what WOW is all about!

My 2 week-old phone was stolen from my hand basket at the HEB a few months back, so I knew how she felt! I definitely wanted to WOW her. JENNIFER MENDEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT

RECOGNIZED EMPLOYEES: JENNIFER MENDEZ

THE PRESERVE AT OLD DOWLEN KRISTINA SHAW EXPERIENCE LEADER, COMMUNITY MANAGER

extra family day

I wanted a day off to go see the band that was playing, but didn’t have tickets to go. When they gave me the tickets, I was in shock! It was such an exciting surprise. I surprised my two daughters with the tickets, and they were so happy to be able to go! My family and I really, really enjoyed our time together. Thank you so much Tracy and Allen for the tickets. My family and I are so grateful to be able to spend time together because of you! HECTOR CABALLERO EXPERIENCE LEADER, MAINTENANCE MANAGER

THE VENTERRA EXPERIENCE: WOW MATTERS

Hector told me he hadn’t been in a few years because of work and again, feeling there was too much to do to take time off. Right then I knew what needed to be done! I talked with Allen Rafieha about it and he was immediately on board; he got online and purchased the tickets! Hector was so surprised and he is excited about having a family day! He told me his young daughter Isabella will be so excited for an “extra family day!”

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Our Maintenance Manager, Hector, is always running around property working and making things happen! He mentioned to me that he had wanted to go to the Houston Livestock Show & Rodeo this year but he would need the following Monday off and there was simply too much to do. He was disappointed for a few reasons, one because he used to ride bulls, the second because it’s a family affair for them, and also because they had some bands that he really wanted to hear.

PR OV ID EN CE OF NO RT HL AK E

strength in a time of need

RECOGNIZED EMPLOYEES: NICOLE COBBS

We recently had a resident sign a lease with us and we were close to her move-in date. When she wasn’t very responsive to our emails and phone calls, we were a little confused. Finally, I received a call from her mother telling us that her daughter and her boyfriend loved hiking, but that just days after she had completed the application with us, a horrific accident had taken place. After seven years of dating, her boyfriend passed away during a normal day-hiking trip he was on with our resident and their friends.

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We were tremendously saddened to hear this and tried to think of something special and thoughtful that would be memorable but not painful for our new resident. I remembered a gift that someone had given me after a very special and life-changing event in my own life – one that continues to keep me motivated.

I went online to Intent.org. and ordered her a bracelet, a necklace, and a candle. The office staff thought and thought about just the right inspiring word to be stamped on each of the gifts – one that would fit the situation and bring comfort and healing to this young lady. After much debate, we decided that STRENGTH would be the most appropriate word to share on her bracelet and necklace. In addition to the candle whose light would shine in memory of her boyfriend, we also bought a journal for writing words of healing through this process. Hopefully, these gifts from the heart will bring her STRENGTH as she heals. She was so very grateful for our thoughtfulness and warmed our hearts with a beautiful thank you card on her move in day.

I was WOWed with a family getaway to the same place I helped choose for a resident’s family. I loved it so much, and it meant the world that my work family showed me I deserved the time with my family. IVELIS RODRIGUEZ EXPERIENCE MAKER, BETTER LIVING CONSULTANT PARK 9

RECOGNIZED EMPLOYEES: MARIA MOYA

Jonathan often comes in after school to chit-chat with us. Very athletic, he’s always telling me about his basketball and track practices. But he worries about his grades; he knows that if he can’t keep them up, he won’t be able to keep playing. Each time he brings it up, I just remind him that he needs to STUDY! Last week he came in, so excited to tell me he was passing all of his classes! I told him how proud I was of him and that I always knew he could do it! I thought it would be a great idea to get tickets to a Rockets game for his whole family. We presented balloons and a card with tickets to the game to his mom, and told her that we were so proud of Jonathan and wanted to treat the family to a night of basketball. She jumped up and down, saying that she had never been to a game and that this was one of the most exciting things to ever happen to them! Seeing Jonathan come into the office everyday to talk about his school and sports made me happy because most kids nowadays are inside playing video games instead of sports. It felt great to see the excitement on his mother’s face when we WOWed them with the game tickets. I let her know her son is a special kid and deserved to be rewarded.

THE VENTERRA EXPERIENCE: WOW MATTERS

ROSE LISLE EXPERIENCE MAKER, BETTER LIVING CONSULTANT BELTERRA

keeping those grades up

149 WOW

Over the past year I’ve worked very hard both at work and school. Once I graduated with my Associates and told my Better Living Manager that I was heading to Texas Wesleyan to finish my bachelor’s degree, she decided to WOW me with a gift certificate to help pay for books at my new school. I was so amazed to see that the company I work for supports me in my career and education. Now that’s something special.

THE CAP E AT GRA ND HAR BOR

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index.

AMBER PLACE: 144 APEX WEST MIDTOWN: 76, 83, 94 BALA WOODS AT KINGWOOD: 33, 73, 85, 124 BALMORAL VILLAGE: 82, 130 BELTERRA: 23, 40, 84, 86, 90, 98, 107, 134, 149 CALAIS MIDTOWN: 27, 68, 89, 93 CARLYLE PLACE: 56, 59, 66, 76, 81, 86, 106 CARRINGTON AT PARK LAKES: 54, 68, 70, 77, 83 CEDAR SPRINGS: 27, 72, 136 CHAMPIONS GREEN: 71 COLES CROSSING: 35, 42 COLLEGE VIEW: 73, 79, 98, 110 CYPRESS POINTE: 27, 71, 95, 111 DOMINION AT WOODLANDS: 74, 79, 85, 93, 95 ESTANCIA AT MORNINGSTAR: 77 FAIRWAYS AT SOUTH SHORE LAKES: 34, 73, 114 FALCON SQUARE AT INDEPENDENCE: 20, 23, 82, 83, 118, 125 FOREST VIEW: 70, 130 FRENCH PLACE: 31, 33, 93 GATEWAY NORTH: 20, 25, 67, 83, 89, 98 HAMPTONS AT WOODLAND POINTE: 55, 68, 71, 75, 127, 133, 143 ILUME: 47, 97 ILUME PARK: 47, 97 LANDINGS OF BRENTWOOD: 27 LINKS AT WINDSOR PARKE: 25, 57, 78, 109 MONTICELLO OAKS: 36, 41, 108

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PALAZZO: 68, 73, 86 PARK 9: 21, 37, 121, 131, 132, 133, 137, 149 PHOENIX: 92 PRESERVE AT COLONY LAKES: 41, 57, 136 PRESERVE AT OLD DOWLEN: 21, 23, 27, 36, 65, 73, 84, 123, 147 PROVIDENCE OF NORTHLAKE: 67, 70, 148 REFLECTIONS ON SWEETWATER: 59, 65, 83, 113, 142 SHADOWBROOKE: 26, 66, 67, 92 SILVERBROOKE: 49, 70, 120, 139, 145 SOUTH SHORE LAKES: 65, 67, 76, 77, 128, 138 ST. ANDREWS: 20, 53, 65, 66, 79, 82, 93, 97, 99, 126, 137, 141 STONECREEK RANCH: 85, 90, 124 THE CAPE AT GRAND HARBOR: 25, 52, 95, 149 THE PARK AT WATERFORD HARBOR: 31, 40, 66, 84, 85, 97, 105, 112, 132 TIMBER MILL: 34, 45, 86, 117 TUSCANY AT LINDBERGH: 48, 49, 55, 99, 115, 116, 129 VALENCIA AT WESTCHASE: 94, 104, 135 VENTANA: 42, 66, 98, 99, 124, 146 VILLAGE WALK: 39, 68, 71, 75 VILLAS AT NEWNAN CROSSING: 49, 56, 70, 76, 98, 105, 119, 140 VININGS: 26, 92 WESTMINSTER AT BUCKHEAD: 76, 84, 86

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WEST END LODGE: 122, 126 WESTOVER OAKS: 26, 86, 93, 95, 99, 122 ZANG TRIANGLE: 23, 48, 55, 73, 85