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Making a Difference FOR 10 YEARS
THE VENTERRA EXPERIENCE WOW MATTERS / 10TH EDITION Venterra.com / VenterraLiving.com
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10 YEARS • • •
3,650 D AY S • • •
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EDITIONS • • •
1,403 PA G E S • • •
8,384 WOW & WOWEE MOMENTS
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WEL C O M E
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ACKNOWLEDGEMENTS 10 YEARS OF WOW MOMENTS
9 PREVIOUS 9 EDITIONS 10 SHARE YOUR VENTERRA STORY 11 SHARE WHAT MAKES YOU UNIQUE 12 PEOPLE MAKE ALL THE DIFFERENCE 14 A BRIGHT PAST, A BRIGHTER FUTURE
accolades
employee experience
V I SI O N 26 CORE VALUES 28 SERVICE VALUES 29 SERVICE PROMISES 30 EMPLOYER /
18 JOHN FORESI - TOP CEO 19 GREAT PLACE TO WORK 20 TOP RATED APARTMENT RATINGS 21 SUCCESS! TOP WORK PLACES 22 KINGSLEY EXCELLENCE
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EMPLOYEE PROMISES
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ACKNOWLEDGEMENTS,
10 YEARS OF WOW MOMENTS
It is hard to believe that this is really the 10th edition of our Experience Book – this is a WOW Moment in itself! The 2018 edition is another remarkable achievement that celebrates Venterra’s 18-year labor of love to build a truly unique and innovative organization that strives to be a leader in employee and customer experience. Whether you were the lead character in an amazing story or played a supporting role, you took the time to celebrate another’s achievement or you were part of the creative team that worked tirelessly to complete this year’s book; thank you for your amazing contributions to a very special creation.
RICH ARD ROOS / CALV IN L E E- Y O U NG / A ND R E W S TEWA RT / J O H N FO R E S I
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SHARE YOUR VENTERRA STORY
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Our experiences are what define and shape us. What we’ve been through and how we got to where we are today help shape who we are. Venterra recognizes that wildly diverse backgrounds provide unique perspectives and knowledge bases that strengthen the company as a whole. We love to celebrate this treasure trove of difference that has cultivated an environment of open-mindedness and commitment to excellence, all while having a lot of fun along the way! Learn about the wonderfully diverse group that make up the Venterra family by reading their stories, represented in the blue boxes sprinkled throughout the pages of this Experience Book.
EMPLOYEE
EMPLOYEE
I joined Venterra in December of 2016, and from the first moment, I felt warmth, appreciated, and loved from my regionals to my coworkers. To this day, I enjoy having the pleasure to attend conferences and meet people like Richard and Mr. Foresi who share their love. I’m proud to be Venterra Strong.
I will say that I was gone from Venterra for over 3 years, but I never truly left. I have always been a fan of this company and its people and therefore, I have always attempted to keep at least one finger inside the Venterra belt loop so that I wouldn’t fall too far behind because in my head I would always return.
Joe “papa” perry
LeAnn Cordes
Links at Windsor Parke Experience Leader, Maintenance Manager Employee Since 2016
Stonecreek Ranch Experience Leader, Community Manager Employee Since 2004
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I volunteer for a company called Autism on the Seas. We help families that have members with special needs enjoy a vacation that would not be possible without our assistance. I am a full-time special education teacher and volunteer on these cruises during school holidays. I have been blessed to meet many people from all over the country and travel to many exotic locations.
My wife and I have a travel consulting business, The Wells Adventure Club, and we collect points and miles to travel around the world for little to nothing. So far, we have earned over 2 million frequent flyer miles and points via credit card bonuses, and have redeemed over $100,000 in free travel; including $38,000 in first class seats on a 16 hour flight to Hong Kong!
Amy Wright
Robert Wells
Preserve at Colony Lakes Resident Since 2017
4123 Cedar Springs Resident Since 2017
SHARE WHAT MAKES YOU UNIQUE
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RESIDENT
Individuality is what makes us unique. Often times, it’s not just one thing that sets us apart, but a collection of experiences we’ve taken to get where we are today. Venterra’s residents represent a plethora of individuals who embrace their originality. From doctors who play guitar to nuclear power plant trainers who’ve kissed Elvis Presley (seriously), each resident has a story to tell and we love to hear them, all day long. Throughout this Experience Book, you’ll find stories from our wonderful residents in orange boxes. Each one takes a peek into the lives of the Residents of Venterra.
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The company culture and values are what makes Venterra stand out from other companies, proving this is the best place to work! - Employee Survey
PEOPLE MAKE ALL THE DIFFERENCE by Andrew Stewart, Experience Leader, Chairman Eighteen years ago, we really were not intending to build what Venterra is today. When we first set out, we wanted to own a few apartment buildings, and to manage them with excellence and innovation. We intended to bring on a few people that shared our values, and that we liked working with, to share the journey. We thought we were getting into a smallscale real estate business. What we discovered, again, was that like all our prior ventures, we were actually in the people business. As we earned our first stripes and made our first (of many) mistakes, we quickly came to appreciate that people make all the difference. Multifamily homes may be built from concrete, steel and wood, but their life comes from the people that live in them and the people who faithfully and creatively operate them. Witnessing the difference that great, quality people can make gave us stronger confidence to grow into something beyond our modest beginning. That growth would be fueled by a desire for excellence in everything we did and would be achieved by making good decisions to acquire great assets, one by one. It would also be achieved by building a great operating company, one excellent person at a time. It has not always been easy.
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We’ve lived through multiple crises together. In each case, though, the strength of our team has taken us through to new successes. This is the essential story of Venterra. The WOW stories in this book demonstrate how, on a daily basis, Venterra people show dedication to excellence and the success of their colleagues and how this results in our collective success. It’s a special thing, not to be taken for granted. To me, it’s something profoundly satisfying and humbling to witness. It also convinces me that our team can solve anything that the future brings us. So, as we look to the future, we are contemplating further growth and change. We are setting aspirational goals for the organization, both in scope (like our development initiative and expansion into new markets) and in quantity (the number of assets to which we hope to grow). No matter the growth, though, we will never lose our moorings to what has provided the opportunity to become what we are today: an organization that excels at every part of its existence due to the quality and character of the people that are the substance of it. Thank you for being that substance. I’m looking forward to our future together.
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A BRIGHT PAST, A BRIGHTER FUTURE by Richard Roos, Experience Leader, COO
Looking back at 2018, there was much to celebrate. Venterra continued to post significant milestones in terms of growth and performance metrics.
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Venterra was recognized as one of the Fortune 100 Great Places to Work for the 3rd year in a row.
Venterra earned the #1 rank in Net Operating Income Growth, the key financial metric for public REITs.
Venterra was recognized as one of the Houston Top Workplaces for the 3rd time – placing #4 overall.
Venterra entered the Kentucky market with the acquisition of The Metropolitan Apartments in Louisville.
97% of our Communities were ranked as Top Rated by ApartmentRatings.com.
Venterra achieved the #1 rank for the Leasing Process by Kingsley & Associates.
Venterra started its first ground-up, multifamily development: the 24-unit project at Coles Crossing Apartments in Houston.
Venterra’s 3-year growth plan projects more than 20,000 units; which would be a first in our history.
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While there were great results in the past year, a common theme stood out to me, CHANGE. I believe we will look back on 2018 and see it as an organizational inflection point that led to significant growth; not just in the number of units, but also in the experiences, skills, and capabilities of our organization.
Every year we have relentlessly pursued excellence and the goal of “Getting Better, Faster.” Arguably we have gone too fast at times, but the pursuit of excellence is only for the brave and, in retrospect, I am not sure we would have done it differently.
In 2018, Venterra officially launched its multi-family development effort. After 18 years of focusing exclusively on the acquisition of already-built, multifamily communities, we are now taking an exciting step that will shape Venterra’s future.
I do understand that change has implications to both those who support it and those who are impacted by it; my appreciation for the contributions our employees have made to support innovation and change is immense.
We will apply what we have learned about property operations to the development and construction of apartment communities, which will allow us to build apartment homes with a heavy focus on customer-oriented design and generate strong investor returns.
Without your efforts, we would not be the successful company we are today.
We also introduced “Lifelong Learning” in 2018, which is a culture initiative intended to spur personal growth. This will help all of us be ready to navigate the change we have planned and that already exists in our rapidly evolving technologyoriented world. For Venterra to stand the test of time, we need to be extraordinary at navigating change and able to capitalize on the opportunities presented to us. As the saying goes, success is where preparation and opportunity meet. “Lifelong Learning” is a key component in positioning us for future success. I often get asked by investors and groups outside Venterra what the secret to our success is. My response always speaks to our ability to adapt to change as a key competitive advantage. Looking back in time, the amount of change we have implemented to go from a startup, 18 years ago, to an industry-leading real estate management and investment company is breathtaking.
W E L C O M E
This new undertaking will accelerate growth, open new opportunities for employees, and ultimately make Venterra a more diverse and resilient company.
Thank you very much. Looking back over the last 18 years, there is a bright picture that we should all be proud of. Our past success has put us on the path to great opportunities, but that path will be full of challenges to overcome. We need to pursue excellence more vigorously and innovate faster. Our ability to change as an organization will be tested in a technology-enabled world that is evolving in unimaginable ways. My challenge to all of you is to position yourself for personal success by embracing and leading change; invest in yourselves, improve your skillsets, challenge your norms, be curious, and become a Lifelong Learner. The future will go to those most capable of quickly adapting. I feel very privileged to have my role and that I get to work with so many talented people dedicated to making a difference in the lives of our residents, prospects, employees, neighbors and business partners. I very much look forward to building a Better Venterra with all of you. Let’s celebrate the past, embrace the opportunities and challenges ahead, and charge forward to what is an even a brighter future. Here’s to a great 2019 and beyond!
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CONGRATULATIONS
JOHN FORESI John Foresi has been honored as one of the 2018 Top CEOs by Glassdoor, a truly amazing achievement and a reflection of our employees’ trust in him as a leader! In the Small & Medium Company category, John was selected from more than 600,000 companies and ranked #34 of the 50 winners of this prestigious
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award. Glassdoor recognition is based solely on employee feedback. As part of submitting an online review about Venterra, employees are asked to rate a variety of workplace factors, including whether they approve, disapprove or are neutral about the job their CEO is doing.
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Venterra ranked 2nd out of 20 in the small and medium category in Texas. Our 1st win of this type.
Venterra has been selected for a regional recognition honoring the 2018 Best Workplaces in Texas, another Great Place to Work® Institute Award! Published with FORTUNE, we ranked #2 of 20 in the small and medium companies category (companies between 10 and 999 employees). This selective list relies on surveys from Texas employees working at companies of all sizes. Venterra received this great accolade based on the feedback provided in our 8th Annual Employee Satisfaction Survey. The results led to us becoming “Certified” by Great Place to Work® Institute and eligible to win this prestigious award.
In 2018, Venterra was honored to be named one of the Great Place to Work® Institute’s Best Workplaces for Diversity! The list focuses on the experiences of women, people of color, LGBTQ people, employees who are Boomers or older and people who have disabilities. The ranking is based largely on what these employees themselves report in a 60-question Trust Index© survey about the trust, pride and camaraderie they experience in their workplace and how those experiences compare to their colleagues’ reports of the same workplaces. Additional factors that determined ranking included the diversity of overall workforce, management representation, employees’ daily experiences of innovation, the company’s values and the effectiveness of leaders to ensure they’re consistently experienced.
GREAT PLACE TO WORK
3 YRS IN A ROW
Venterra has been selected again for a Great Place to Work® Institute Award, honoring the Best Medium Workplaces in 2018! Published by FORTUNE, we are #66 of 100 in the medium company category (companies between 100 and 999 employees). This is the third year in a row that Venterra has won this prestigious recognition. Venterra received this great accolade due to the feedback provided in our 8th Annual Employee Satisfaction Survey, resulting in us becoming “Certified” by Great Place to Work® Institute and eligible to be a winner of this award. Given that Great Place to Work evaluations are 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.
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TOP RATED 5 YEARS RUNNING Oh, the power of reviews. They can make or break any organization and that’s why we take them seriously (because they literally mean business). Each year, ApartmentRatings.com publishes their list of the top-rated properties across the nation, ranked by individuals from around the globe. While positive reviews help our team members seal the deal, they also help prospects make major buying decisions with peace of mind. We are proud to share that, in 2018, 94% of Venterra communities were ranked as Top Rated communities! All of our regions were even above the city average. Take a peek at the chart below that showcases our city scores vs. city averages on Apartment Ratings.
81% 76%
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The Palazzo Experience Leader, Community Manager Employee Since 2014
Resident from
Belterra
We could not have asked for a better experience. Not only did Lindsey and Tiffany go above and beyond to show us all the available units, but they were so kind when we had questions about our new unit. With moving to TX from another state, they put our minds at ease through the entire process. They have checked on us since we moved in, helped track down a package that was delivered incorrectly and has made sure we are comfortable. We would recommend Belterra to anyone we meet. It’s no wonder they have such great reviews online.
champions green
The positive reviews helped me make my choice to live at champions green. The positive reviews were accurate.
78% 70%
Barry Taylor-Young
Resident from
100% 84%
Our Top Rated status firstly attracts customers to us but then it holds us to a higher standard that our customers expect. People use ratings as a shopping tool and it becomes extremely important when someone is giving us up to a 3rd of their income.
73%
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Resident from
carrington
I searched for weeks viewing apartments and reviews. Carrington was the only property I visited and fell in love even more so. Hats off to the office staff. Keep doing what you are doing.
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SUCCESS! #4 IN 2018 / #8 IN 2016 / #26 IN 2015
We’re honored to have been recognized as a “2018 Houston Top Workplace” for a third year! The Top Workplaces program recognizes good employers through evaluations based purely on employee opinions, which are gathered through the tried and tested Workplace Dynamics employee survey. In addition to this amazing recognition, Venterra was also recognized for one of Energage’s Special Awards, the “New Ideas Award.” Venterra ranked #1 in Houston as it related to the statement, “New ideas are encouraged at Venterra Realty.” Given our commitment to innovation and finding a “Better Way” over the years, this has special meaning.
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EMPLOYEE Venterra is excited to receive the 2018 Kingsley Excellence Award that distinguishes communities outperforming the Kingsley Index industry benchmark for overall resident satisfaction. Communities that receive this award go above and beyond to ensure their residents are satisfied with their living experience from start to finish.
I have been a Venterra employee for 14 years; that should say it all. I am not going to say it has always been perfect, but I can say that “family� is the only way to describe it. I receive constructive criticism, encouragement and support when needed and am celebrated for my achievements. What more can someone ask for? Every employee is allowed to be themselves. That does not mean there are not exceptions, but you have so much support to help you through any situation that there really is no reason for failure. I always feel there is something I can learn from someone within the company, and they are willing to teach. Growth has no limit with Venterra. It is embraced and encouraged. Who would not want to work for a company that wants you to exceed at what you do and succeed in life.
BRENDA GRASHA Timber Mill Experience Leader, Community Manager Employee Since 2004
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My name is Anya. I am a Mexican radio announcer in Houston! Artists, concerts, music and interviews are my bread and butter. I’m also into the beauty industry and consider myself a makeup-aholic!
anya reyes The Cape at Grand Harbor Resident Since 2018
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CORE VALUES
by John Foresi, Experience Leader, CEO Each year, when it comes time to think about our Experience Book, I reflect upon the previous years and I am always humbled by how much we as a company have changed and grown. We’ve enacted programs focused on creating better lives for all of our team members, we’ve undertaken astounding and industry-leading technology projects, which have resulted in an enhanced experience for our customers, and we’ve branched into new markets and new endeavours. All of these accomplishments tie back to, and are a result of, our 7 Core Values. Andrew Stewart and I penned our Core Values on August 8, 1994: Honesty and Integrity, Humility, Never-Ending Pursuit of Excellence, Candor & Openness, Unparalleled Service Excellence, Team First, and Prudent Cost Management. We decided that these were the principles we would hold sacred and that all employees of Venterra would embrace
these Core Values and hold them as dearly as we do. If someone doesn’t hold these values, that’s fine, but they cannot work for Venterra. Only by championing these guiding principles, that are considered in every decision Venterra employees make, have we been able to build a company that has been strong enough to weather financial {and actual) storms and consistently outperform within the multifamily industry. Twenty-five years later, the Core Values upon which Venterra was built remain as important and integral to our daily operations as they did when Venterra first entered the industry. They are at the heart of every financial transaction and customer interaction. I am firm believer that adherence to these 7 Corporate Values have made us an award-winning company that benefits our residents, investors and an ever-expanding team of Venterra employees.
[HONESTY & 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 OF 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 & 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] We aim to be the standard of service excellence against which others measure themselves in our industry. [TEAM FIRST] While we encourage and reward 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.
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VENTERRA’S SUCCESS IS ROOTED IN OUR CORE VALUES, values that define who we are and how we conduct ourselves. It is the bond that ties us together and gives our organization strength. To succeed at Venterra, our employees must be earnest believers in these values, exhibiting a sincere commitment to all that Venterra aspires to be. It is important to me that everyone I meet knows I will always be honest and do what is right. This principle is the foundation by which every other core value is built upon. I have a responsibility to myself, my family and my God to uphold this belief.
LaKeya Stewart Links at Windsor Parke Experience Maker, Better Living Consultant Employee Since 2017
NEVER-ENDING PURSUIT OF EXCELLENCE
There is ALWAYS room for improvement. I want Axial to be the best it can be for the residents, for the employees and for Venterra
Brooke Brewer Axial Buckhead Experience Leader, Community Manager Employee Since 2017
TEAM FIRST
Without a team, there is nothing. Being a part of a team leads to many areas of excellence.
HUMILITY
I believe without humility there is no leadership growth. One can only become a better leader when able to admit to their mistakes and own them in front of their team to show they are also human and always learning no matter the position and title.
Olga Kosterina
UNPARALLELED SERVICE EXCELLENCE
I set both personal and professional goals for myself, always hungry to accomplish them and move forward with new ones. This prevents me stagnating or become content with the status quo and gives me the motivation to evolve and change as needed.
Dustin Crandall
Falcon Square at Independence Experience Leader, Community Manager Employee Since 2012
CANDOR & OPENNESS
Most companies I’ve worked for in the past had an “open door policy” that was just for show, and I could not go to my team or boss and candidly express how I felt. With Venterra, I genuinely feel that my team and my boss deserve the respect that being open provides. I’m grateful to work for a company where it’s encouraged!
Apex West Midtown Experience Maker, Leasing Manager Employee Since 2014
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PRUDENT COST MANAGEMENT
Being cost prudent means making sure I am spending my property’s dollars wisely which is something Venterra puts an emphasis on. This is something that differentiates Venterra from other management companies.
Stacey Shropshire Venue at Hometown Experience Leader, Community Manager Employee Since 2011
Shelby McGinnis Citrus Run Apartments Experience Leader, Community Manager Employee Since 2015
Angie Carey Experience Leader, Regional Better Living Manager Employee Since 2016 1 0 T H
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Prudent Cost Management is an underrated core value. At Venterra, being prudent doesn’t mean cutting corners and being frugal. Quite the opposite. The value challenges you to spend money on things that matter and make a difference in our employee’s and our resident’s lives. The value encourages you to cut back discretionary expenses, like pens and paper, so the money is available to celebrate a big moment in someone’s life such as a marriage or an anniversary. Chasing down an invoice frees us to spend a little more to celebrate someone graduating from school or a major milestone in their life. Choosing not to be wasteful makes it easier to be thoughtful to our residents and to WOW them when the opportunity arises. Applying that value across a company everyday frees Venterra to create incredible experiences for all.
Andrew Basso Experience Leader, Vice President of Technology Employee Since 1999
SERVICE VALUES [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!
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[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 go above and beyond to create memorable experiences.
We’ve made a promise to our residents. It’s written on the back of our business cards. We go about operating our communities with these promises in mind. At Venterra, we are raising the standard of apartment living through our commitment to exceptional service and never-ending focus on the core elements of the resident’s living experience.
KEEP IT SIMPLE
We live in a complicated and busy world that constantly demands our attention, and it can make life exhausting. Our systems and processes keep life simple. Who doesn’t want to be notified via text of a delivered package, or sign their lease electronically?
Priyanka Sequeira Ventana Experience Maker, Better Living Consultant Employee Since 2014
KEEP IT CLEAN
Keeping it clean is a natural de-stressor, so having a wellmaintained community and breezeway is important. Home is our haven. When our home is clean, it allows for the chaos in the rest of the world to fade away, and we feel a little less chaotic.
KEEP IT FUN
Life is often filled with events and responsibilities that are too serious; your home is where you should be able to be silly and have fun.
KEEP IT EXCEPTIONAL
I think keeping our property exceptional is important. It allows us to stand out from our competitor and shine in the eyes of our residents.
Chris Griffin
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Sally Flores
Experience Leader, Content & Communication Manager Employee Since 2006
Experience Leader, Regional Better Living Manager Employee Since 2007
KEEP IT WORKING
No one wants to come home to broken faucets, lights and AC, nor do they want to wait days to get it fixed. Keeping every unit working is very important.
Brenda Grasha Timber Mill Experience Leader, Community Manager Employee Since 2004
Leann Cordes Stonecreek Ranch Experience Leader, Community Manager Employee Since 2004 1 0 T H
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WE WILL INVEST IN YOUR PROFESSIONAL DEVELOPMENT AND STRIVE TO PROMOTE FROM WITHIN I came to work at Venterra because I was looking to get out of the restaurant business – I was just starting a family and looking for something that offered better opportunity for growth and more stability. I started as a Leasing Consultant at a property and Venterra realized that I was capable of more. My managers taught me what I would need for the next step and I was promoted to an Assistant Manager, then to a Community Manager, and now I am a Regional Maintenance Manager. Everyone I’ve worked with in my career has given the information, the tools and the opportunity to reach my potential.
David Williams Experience Maker, Regional Maintenance Manager Employee Since 2012
ALWAYS LIVE OUR VALUES AND DEFEND THEM One of things that continuously renews my commitment to Venterra is that they actually standby the Core Values. Everyone who works here is expected to embody these values every day, in every interaction. As a Community Manager, it means the world to me, and my residents, that our first value is Honesty and Integrity. We hold ourselves to a higher standard.
Dexter Rendon Gateway North Experience Leader, Community Manager Employee Since 2011
YOU WILL BE TREATED WITH RESPECT AND FAIRNESS Most companies treat maintenance staff different, they don’t include us in celebrations or understand what we really do. At Venterra, every team member is treated the same and they understand what we do and support us. It makes me feel proud to work here.
Aaron Leal Ventana Experience Leader, Maintenance Manager Employee Since 2003
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I joined the Venterra family about eleven months ago and immediately knew this company was different. I’ve been fortunate to work for a couple companies that I thought were awesome, took good care of the employees, had nice perks, whatever. But when I started for Venterra, it was like a whole new level of awesome! I enjoy every day on the job; even a rough day here is better than a good day there! I’ve learned a lot, met some of the nicest people ever and feel like I’m genuinely a part of something bigger. As I said before, my only regret is I didn’t get here sooner!
Eric Benazeraf Silverbrooke Experience Leader, Maintenance Manager Employee Since 2017
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THE EMPLOYEE EXPERIENCE The desire to be a customer experience leader starts with our corporate culture and the quality of our team members. Our Core Values help shape an environment where diverse, passionate and innovative employees love coming to work every day. We are focused on providing employees the opportunity to learn and grow throughout their careers with Venterra, all while having a great time along the way!
Fifteen years ago, I started my career with Venterra. At that time, I was unaware of the journey I would take and how my life would change with this amazing company. I have had opportunities to learn and grow within the company, and to help shape what our company is today. Moreover, every day I get to do what I love: find and attract talented people to Venterra and help create a culture that team members at all levels rave about. The Venterra culture has been shaped by our Core Values and a genuine care for each other, our customers, and the world around us. It is a significant part of our success and truly allows us to stand out in our industry as a best-in-class organization. If you ask our team members that have been with us for many years, “What keeps you at Venterra?” the answer is always the same – the people. Venterra employees have big hearts and a real passion for providing amazing experiences for their customers, their co-workers, and their communities. They are the ones who truly make the Venterra Difference!
Bridget Sherrod Experience Leader, Senior Director of Recruiting & Employee Development Employee Since 2003
When I started with Venterra, the CEO, John Foresi happened to be on site for a visit, and he took the time to sit and speak with me. During this conversation, he shared his feelings about our organization, emphasizing that no matter who you are in this company, no one is better than another, we all just have different responsibilities and different points of view. This statement still rings true today as everyone in the company is on a first name basis and extremely approachable. - Employee Survey Most companies have a vision statement, core values and employer promises. So, what makes Venterra different? What separates us from other companies? The difference is we walk the talk. At Venterra, our values are more than a statement; they are the spirit in which we do business. They are how we treat our customers, how we treat each other, how we are held accountable to the organization. We can do this because we recruit and hire team members who exemplify our values, we demonstrate application through the actions of our leaders, and we “put our money where our mouth is” through a variety of programs.
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When you have the chance to work with a Venterra team member or live at a Venterra community, you are with people that are Candid and Honest, display Humility through a Team First approach, and Pursue Excellence through the delicate balance of Customer Service and Cost Management. They do this not because of a statement on a piece of paper or on a wall, they do it because they truly believe in everything we stand for and show it every day. That’s the Venterra difference.
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Bryan George Experience Leader, Vice President of Property Management Employee Since 2011
LIGHTS, CAMERA, ACTION:
Experience the Venterra Difference
Scan the QR code to see it for yourself!
The Venterra difference really comes down to two things: investment in employees and investment in customers. Venterra goes above and beyond to support and cherish employees and customers alike. While a relatively large company, Venterra recognizes and appreciates their employees individually; Venterra shows great care and interest in all their customers from Texas to Georgia to Tennessee.
Jack Stucko Silverbrooke Experience Maker, Better Living Consultant Employee Since 2018 The Venterra difference is - EVERYTHING. From the CEO down to a maintenance worker, everyone is friendly, approachable, and helpful. The company listens to the employees and there are numerous events each year for employees, programs to appreciate the employees and contests for the employees. The difference is everything, every day. My only regret is that I didn’t find Venterra sooner!
Eric Benazeraf Silverbrooke Experience Leader, Maintenance Manager Employee Since 2017
Before I found Venterra, I was on the search for a company exactly like this one. I always hoped for a company that I could grow within, that would recognize my hard work, that had strong values aligned with mine and that I enjoyed going to work for every day. I am grateful I found Venterra
Jessica Lunsford Silverbrooke Experience Leader, Community Manager Employee Since 2016
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No matter the reasons, we believe every individual within our organization deserves the highest standard of employee experience, and we think that’s something worth sharing. What better way to learn what makes us an awesome place to work than to hear it from those who know us best: our own employees. A film crew recently paid our Atlanta region a visit to sit down with several Venterra rock stars to hear why they’ve decided Venterra is the place for them.
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Between our Core Values, our in-depth training and tons of unique programs and employee perks, the Venterra culture truly is something amazing. It takes a special type of person to fit the Venterra mold, but each of our employees has their own set of reasons for entrusting us with their current and future career goals. For many, it’s the way we give back through our Venterra Cares program; for some, it’s how we WOW our residents and employees, and for others, it’s knowing that our training and promise to promote from within will provide the support they need to secure a promising future.
The Venterra difference is the family-like atmosphere which is seen by calling our executives by their first names. I was with the company for two months when our CEO, John Foresi, told me in an impromptu conversation, “at Venterra, there is not one person who is better than another, maybe some are better at one thing, but we all work together to get the job done.” Twelve years later, his words still hold true; we work together and treat each other like family.
Chris Griffin Experience Leader, Content & Communication Manager Employee Since 2006
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I attended a conference this year and one of my favorite sessions was about the importance of relationships. The speaker really drove home the point of needing to care for each other, listen to each other and support each other in your working relationships, the same way you do in your personal relationships. Venterra’s culture really brings this idea to life. Our team members take such great care of not only our neighbors, but their colleagues as well. We hire amazing people and then provide them with opportunities and resources to make the world around them a better place. I am honored to be part of this culture, and sincerely appreciate the commitment to excellence I see throughout Venterra every day.
274 REVIEWERS
GLASSDOOR Feedback V E N T E R R A AV E R AG E
G L A S S D O O R AV E R AG E
OVERALL RATING
4.6
3.2
Jessica Shaw Experience Leader, Employee Experience Manager Employee Since 2004
Career Opportunities 4.5
3.0
Compensation & Benefits The company culture at Venterra is second to none. We embrace the idea that life is better when we have fun, communicate with open minds, and take the time to show each other appreciation. As a result, we enjoy a work environment that many can only imagine. Our culture is a big reason so many Venterra employees have a tenure of ten or more years, and, as those outside the company find out just how unique we are, it helps attract individuals who can’t resist the urge to be part of something so extraordinary.
4.4
3.2
Culture & Values
4.6
3.2
Senior Leadership 4.6
2.9
Work Life Balance 4.4
3.3
Eastin Isaac Experience Leader, Recruiting & Brand Specialist Employee Since 2010
RECOMMEND TO A FRIEND 92% 57.5%
We all want to work somewhere where we are encouraged each and every day to become a better version of ourselves both personally and professionally. Where we have the freedom and autonomy to be creative and innovative. Employee experience is about injecting each moment of the employee lifecycle with programs, opportunities and leadership that foster this growth. As a result, we fuel our never ending pursuit of excellence in our other operating pillars: customer experience, technology/ innovation and operational excellence.
Natassa Zervopoulos Experience Leader, Senior Manager of Employee Experience Employee Since 2006
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CEO APPROVAL 98% 68.8%
POSTIVE BUSINESS OUTLOOK 89% 39.2%
EMPLOYEE RATING Current Employee Rating 3.4
Former Employee Rating 3.0 2.9
4.7
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93
%
OF EMPLOYEES FEEL VENTERRA IS A GREAT PLACE TO WORK
I HAVE GROWN SO MUCH PROFESSIONALLY SINCE JOINING THE VENTERRA FAMILY, & IT’S BECAUSE THE LEADERSHIP REALLY DOES CARE ABOUT THE EMPLOYEE EXPERIENCE.
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EVERYTHING ABOUT THIS COMPANY MAKES IT A GREAT PLACE TO WORK. BEST COMPANY I HAVE EVER WORKED FOR.
I’VE NEVER FELT SAFE IN 95% OF EMPLOYEES SAY A BIG COMPANY LIKE I THEY ARE PROUD TO TELL DO HERE AT VENTERRA. OTHERS THEY WORK HERE.
92% OF EMPLOYEES FEEL THEY MAKE A DIFFERENCE HERE C E L E B R A T 1I 0N TGH 1 E0 D YI E T IA OR N S
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CULTIVATING A BETTER YOU At Venterra, we take pride in encouraging our team to strive to be their very best! Our Better Living program allows our members to set goals, update their progress, and celebrate their accomplishments. Whether it’s eating healthy, exercising, writing, or spending time with loved ones, the motivation is contagious and we’re so proud of the accomplishments we’ve seen!
In 2018, over 100 goals were entered, allowing an estimated $10,000 in rewards to share with those who successfully achieved their goals throughout the year. In addition to monthly prizes, we also recognized our Better Living Champion, rewarding them with our $2,000 grand prize to celebrate their success!
During dinners with my wife, I made a goal to put my phone away. I’ve been able to uphold that, and it makes our time after work quality time.
Alex Chacon Fairways at South Shore Experience Maker, Better Living Manager Employee Since 2015
On my quest for better eating/living, I set a goal to juice each morning to get a healthy start to the day. I am pleased to say that I nailed this challenge and as an extra bonus, I lost 8 pounds!
Bennett Smothers Tuscany Experience Leader, Community Manager Employee Since 2017
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Posting my fitness goal of doing yoga every day after work on Yammer made me feel accountable to an entire community. What a motivator!! Although I missed a couple days here and there, I always got back on the horse. In fact, I started doing something I’ve never done before… when I thought about yoga and the fact that I may have missed the last day or two, I would drop what I was doing and “yoga-out” right there on the spot. Doing yoga as soon as I thought about it allowed be to get rid of the guilt I felt for skipping certain days and eliminated any excuse I would have made to myself for not having the time to do it later. I am more flexible than I have been in years, both in body and mind!
Stephen Burley Experience Leader, Business Analyst Employee Since 2013
My goal this year was to complete six 5k races. I have always had asthma so running is extremely hard for me, and growing up I had many asthma attacks trying to keep up with the other kids. Making this my 2018 goal was definitely a challenge; but now I feel proud that I pushed through and finished each race. Now I am ready to accomplish bigger goals!
Quality one-on-one time with your dog is super important, both for your pup and for you! For the month of October, I got the chance to focus on spending more quality time with my 12 year old fur baby Shadow for my Better Living Goal!
Angie Carey Experience Leader, Regional Better Living Manager Employee Since 2016
I first took on the challenge to eat vegan because I knew it would be very difficult, and I felt that I really needed the discipline. I LOVE dairy products, especially cheese! I did not adopt veganism as a permanent lifestyle, but I did gain the discipline to make better food choices. Not only with food, but also in general. As a plus, I lost 20 pounds and kept them off! My goal is to keep a healthy lifestyle from here on out!
Lizette Avila For 35 years of my life, my hair was always straightened with a hot comb, flat irons or chemical relaxers. If it wasn’t straightened, it was hidden with braids, weaves and wigs. In 2018, I decided enough of the madness. I wanted to learn to embrace the kinky, thick curls and no longer fight to make my hair do something it was never created to do. After a year of this journey, I learned that my kinky curls are just as fierce as braids or weaves and that my hair does not define me. I can rock my hair however I choose, and it doesn’t make me any less professional, less competent or less beautiful.
LaKeya Stewart Links at Windsor Parke Experience Maker, Better Living Consultant Employee Since 2017
South Shore Lakes Experience Maker, Better Living Consultant Employee Since 2016 I face the constant battle of the bulge and decided it was time to start focusing on getting healthy. I was encouraged to give the keto diet a try, and my journey began. I am down 14 pounds and made it three months keto strong without a single cheat. Posting on the Better Living site on Yammer was an awesome way to hold myself accountable and receive encouragement from other colleagues battling the same fight. We will see what the holidays hold! Wish me luck.
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The Links at Windsor Parke Experience Leader, Community Manager Employee Since 2011
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Shani Nelson
Teresa Heeney Ventana Experience Leader, Community Manager Employee Since 2007 1 0 T H
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RESIDENT I think it is amazing to work for a company that not only encourages your professional growth, but encourages personal growth as well. The Better Living program has helped encourage me to tackle things that would normally just sit on my Pinterest board. This year I took on a lot with the goals I chose for myself. I have learned a lot by reading new books monthly, some leisure books and several educational. I have completed monthly projects around my house: I made my daughter a loft bed completely from scratch by using plans I found online and learned to lay new flooring in my home (only cut one board wrong!). I made my daughter and myself matching shirts to wear to Disney World, completed a Whole30 Challenge, took the Smart Dollar course by Dave Ramsey and learned a great way to get out of debt. The list goes on. As I sit and think about what the Venterra Better Living program has done for me over the last year I can’t believe all that I have accomplished. I probably wouldn’t have done it otherwise!
Kimberley Baker Bala Woods Experience Leader, Community Manager Employee Since 2009
I love reading and made the goal to read one book per quarter, equaling four books this year. I completed this challenge by reading Grit (recommended by Venterra’s Recruiting Department at Leadership), Pre-Suasion (recommended by Stephanie Gonzalez), Have a Nice Conflict (recommended by the author/speaker at a Management Workshop) and Faith of my Fathers (inspired after the passing of John McCain this year). I’m already picking out my reading list for next year!
Leigh Sublett
Christopher Collings
Experience Leader, Demand Generation Manager Employee Since 2007
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I spent six years in the Air Force as an air traffic controller. When I left the military, I became a software engineer and lead developer for a startup that became very successful. At that point, I decided to leave the corporate world and open my own business. I’ve been an entrepreneur ever since. My family has been in Texas for three decades, but too much of my life was spent moving around and living in other places. It has been my goal to set down my own long-term roots back here in Texas, where my wife and I could raise our four children and leave a legacy for them. Six months ago, my brother, Martin, and I opened the Honest-1 Autocare right off Grapevine Hwy. We wanted a place that was family friendly. One which people would know the owners and feel comfortable taking their cars and where women could feel confident they would be respected. My family won’t be able to move here until the end of the current school year so I hop on a plane and fly to New York twice a month to see them. As a minor consolation to being away, my wife had me move into The Venue at Hometown. Not only is Hometown a great neighborhood with so many activities a brief walking distance away, but my business is literally right across the street. I have the joy of a one-minute commute to work each morning. The Venue will be my home for the next year until we purchase our own place, but Hometown is where we have decided to stay for many years to come.
Venue at Hometown Resident Since 2018
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I joined Venterra eleven years ago, and that was a great decision for me and my family. Maitina welcomed me on board, and I love this fast-paced company. I have worked at several properties that are no longer part of our portfolio, but I have great stories about each one. Hard work is definitely rewarded, and I learned taking the easy way and short cuts never pay off. We work hard and play just as hard. I love the WOW program, the WOWee program and the Better Way program. My ideas have been initiated, my WOW’s liked by my peers and my WOWee efforts have made my team one to be proud of. I am a proud Venterra employee.
teresa heeney Ventana Experience Leader, Community Manager Employee Since 2007
The value of education provides endless opportunities for growth! At Venterra, we love celebrating our team members who are committed to advancing their personal and professional goals. Our Lifelong Learning program allows members of our team to attend conferences and seminars, paid for by our Education Assistance Program. Venterra Reads also offers educational and self-help books at no cost (book nerds rejoice), providing another way for members to develop their skills. I am proud to work for a company that places such high focus on Lifelong Learning and has the programs in place to support it. One of my favorite learning initiatives is our Education Assistance program, which provides our team members the funding to continue to grow their skillset to reach their professional goals. And what’s even better? Our employees have access to Education Assistance support every year! This year, we saw more than 100 people use Education Assistance and 45 people complete a certification or degree. I love that our team members see such value in continuing to develop. I think this commitment to growth at the individual level is a shining example of our Never Ending Pursuit of excellence!
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Jen Williford Experience Leader, Employee Learning & Development Manager Employee Since 2017
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EMPLOYEE 94% of employees agree that Venterra promotes from within. - Employee Survey
91% of employees agree they are offered training or development to further themselves professionally. - Employee Survey
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I moved from Ohio at the end of April after graduating from college and took a gamble on moving down to Houston without a job. I took the first job offer I received. I am so happy and lucky that offer was from Venterra! This job has impacted me positively as I transitioned to life in Texas. Moving from Ohio to Texas honestly felt like moving to a new country. There was definitely some culture shock involved, but working here for Venterra really helped alleviate that by meeting new people and making new friends.
Jack Stucko Silverbrooke Experience Maker, Better Living Consultant Employee Since 2007
PROMOTIONS
I feel honored being in my new position for many reasons. The main reason is because I truly enjoy helping others. Whether that is making a difference with one of my team members or making a difference with our residents. I care deeply about the success and well being of my team. Being engaged and them knowing they can always come to me for anything makes me feel honored to be their leader.
Christi Higueros
Promoted to EXPERIENCE MAKER, BETTER LIVING MANAGER Silverbrooke Employee Since 2015 For the first time in my adult life, I feel like I belong, and I found my true calling. This is and will continue to be my career as I cannot imagine myself anywhere else. The culture, people and heart that drives Venterra is a rarity and not something easily found in other property management companies. I am so proud and lucky to be part of this amazing company.
Angie Carey
Promoted to EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER Employee Since 2016 When I got promoted, I was all in my feelings, and at that time I felt like I was on an emotional roller coaster! I went from being so happy that I was offered the position to feeling a little sad because that meant that I would not be with my Park 9 family every day anymore. But the strongest feeling I had was gratefulness! I was recognized for all the hard work I had done and getting the chance to advance within such an amazing company is more than I could have asked for.
Christopher Cowart
Promoted to EXPERIENCE LEADER, MAINTENANCE MANAGER Balmoral Village Employee Since 2015 My advice to any Assistant Maintenance Manager looking to be promoted is to never stop learning. Everyday that you are not in the spot you want to be is a day to prepare for who you can be. Never look at the Assitant Maintenance Manager position as something you are out growing. Try and find something to learn about every day. The more time you prepare for the next step, the easier your transition will be.
Samantha Hawxhurst Promoted to EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER Employee Since 2015
Venterra is a company that wants their employees to succeed in their career paths. Never have I worked for a company that gives employees ample ways to better themselves in their professional and personal lives. There are no silly questions or dumb answers with Venterra! When I got promoted, I felt ecstatic! Let’s just say my “Happy Dance” was one for the books! Given the opportunity to grow with Venterra is something I knew I wanted from day one. It means a lot to me that my peers and regional manager have given me the encouragement to do so. I love that I continue to work with all my peers daily. Normally I would only see everyone outside of my property at meetings and kick off but with my new position, I get to continue to make great connections with everyone. Knowing my peers on a professional and personal level makes the job that much more fun.
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Promoted to EXPERIENCE LEADER, COMMUNITY MANAGER Silverbrooke Employee Since 2016
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Jessica Lunsford
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“BUILDING” YOU UP With more training and knowledge, I can help my team more and be on-call! I am so glad I was able to use my Education Assitance to get more electrical training and become EPA Universal Certified!
Alfredo Godinez
Estancia at Morningstar Experience Maker, Porter Employee Since 2017 I feel very challenged, and I’m so up for challenges. This has been a very crazy good experience for me! I love Venterra because I love that I’m encouraged to try new things out and be innovative... and if it doesn’t work out, I’m supported to learn lessons, dust myself off and try again.
I think that the many avenues Venterra offers employees in the pursuit of Lifelong Learning are so amazing in so many ways. Employees at all levels can take advantage of the Education Assistance program, which is what allowed me to pursue my CAM certification. I feel this is such an asset to our teams and to the company because we can send employees to classes through the local apartment associations or other organizations which teach or refresh our knowledge on everything from hiring, maintaining a workplace our teams want to stay a part of, tenant law, how to work on different appliances, etc. It’s just not something that every property management company offers, and I think that it really sets Venterra apart from so many other companies.
Luis Rojas French Place Experience Leader, Maintenance Manager Employee Since 2013
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Shelby McGinnis Citrus Run Apartments Experience Leader, Community Manager Employee Since 2015
Since receiving my promotion to Regional Trainer, I’ve been motivated and bit by the learning bug. I used my Education Assistance to learn how to create better interactive training courses, and this is something that I never would have looked into had I not been given the opportunity by Venterra. I didn’t use it in the past (which I regret), but I encourage all employees to use it now. It’s a great bonus to working with Venterra!
EMPLOYEE
I absolutely love the way that Venterra trains all their new employees. I was very nervous to start a new job in a completely different field, but after I finished with my training, I felt confident enough with all the new information. Venterra is different from any company I’ve worked for before because they care for their employees. After experiencing the care that Venterra gives to employees, I have made the decision to grow with the company!
Angela Risinger The Vinings Experience Maker, Better Living Manager Employee Since 2017
I love that one of our employer promises is to promote from within. It really supports our commitment to Training and Lifelong Learning. We listen, when someone tells us their goal; we strive to assist in getting them to the next level. Over the 16 years that I’ve been with Venterra, I’ve seen such an amazing drive in the people we hire, striving to further their careers with this company. They see the values that Venterra holds and they drink the Kool-Aid, so to speak. I am an example of this myself, starting as an Assistant Manager back in 2002 and today being a Regional Manager. It’s not just a job, it’s a career, filled with so many opportunities for growth and character development. I’m not the same person I was when I started with Venterra, I’m better for working for this amazing Company. From helping find someone their new home, ensuring our residents love their home, training and developing our employees, WOW’ing our residents and employees, walking with 75+ employees in support of Breast Cancer Awareness at the annual Susan G Komen walk to helping the homeless and the homeless fourlegged friends, it’s been a great experience as an employee all along the way.
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Experience Leader, Regional Trainer Employee Since 2015
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Cassi Walter
Shawna Premeaux Experience Leader, Regional Manager Employee Since 2002
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This year, our Community Managers attended a 7-week series to improve their Excel skills. The Excel course we took was awesome! I loved learning tricks to the program and time-saving tables.
Teresa Heeney Ventana Experience Leader, Community Manager Employee Since 2007
I looked forward to the Excel classes and am sad they are over. Thank you for the opportunity, growth and development I personally experienced! Not only am I better equipped due to the courses; Shadowbrooke and Venterra will benefit!! THANK YOU!!
Lindsey Wert Shadowbrooke Experience Leader, Community Manager Employee Since 2016
EMPLOYEE
When I started with Venterra, I was picking up my daughter from day care. Now I am a Grandmother. Venterra believed in me and entrusted me to help foster Venterra’s culture. I bleed Venterra and am truly grateful for the opportunities I have been given over the years. Venterra is my home.
Lissa May Experience Leader, Senior Regional Manager Employee Since 2003
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EPA
NALP
AL ALVAREZ (CAM-T) Asst Maintenance Manager Villa Lago
EVERETT WARFIELD Make Ready Gateway North
CHARLENE CHARBAJAL Better Living Consultant Fairways at South Shore
ALEX CHACON Better Living Manager Fairways at South Shore
HVAC
BENNETT SMOTHERS Community Manager Tuscany at Lindbergh BROOKE BREWER Community Manager Axial Buckhead KIMBERLY AGUDELO Community Manager CoHo DEXTER RENDON Community Manager Gateway North SHELBY MCGINNIS Community Manager Citrus Run Apartments
BERTHA HERNANDEZ (UNIVERSAL EPA & HVAC) Make Ready - Certified Shadowbrooke JUAN VARGAS (UNIVERSAL EPA & HVAC) Porter Preserve at Colony Lakes PATRICK BJORK (TYPE 2 EPA & HVAC) Make Ready St. Andrews DOBRI DOBREV Make Ready Apex West Midtown ETHAN PRUITT Make Ready - Certified Tree Park GASPARD SAINVIL Make Ready - Certified Champions Green
MIKESHA JACOBS Better Living Consultant Fairways at South Shore KIAHNA BETTIS Better Living Consultant Dominion LAKEYA STEWART Better Living Consultant Links at Windsor Parke
CAPS ERIN KROHNE Community Manager Valencia at Westchase
BACHELOR’S ANGIE CAREY Regional Better Living Mgr Hospitality Management JACK STUCKO Better Living Consultant Silverbrooke Geography
CPO
C
C
C
AARON WANG Porter Preserve at Colony Lakes
ERIC BENAZERAF Maintenance Manager Silverbrooke
KELLY LEVESQUE Community Manager St. Andrews
ROSIE ORTEGA Make Ready Coles Crossing
AMARILDO LATAPIE Maintenance Mananger Dominion
GUSTAVO LUNA Assistant Maintenance Mgr College View
KRISTI ROBERTS Community Manager South Shore Lakes
KOLYO KOLEV Maintenance Manager Tuscany at Lindbergh
CRYSTAL BRADFORD Community Manager Park at Waterford Harbor
JAIME ALVARADO Maintenance Manager Shadowbrooke
LINDSEY WERT Community Manager Shadowbrooke
MARIA ARIAS Porter Republic Park Vista
BARRY MASSEY Porter St. Andrews
JENNIFER RATAJCZAK Community Manager The Cape at Grand Harbor
LUIS MORALES Maintenance Manager Preserve at Colony Lakes
MOHAMED SAID Assistant Maintenance Mgr Town Station Lofts
DYLLON SHARP Community Manager Calais Midtown
JOSE PADILLA Maintenance Manager College View
WILLARD HALL Porter Timber Mill
RAYSHAWN GREEN Make Ready Axial Buckhead
ELOY ZAPATA Maintenance Manager The Cape at Grand Harbor
KELLEY TUIASOSOPO Community Manager Fairways at South Shore
OSCAR GRANADOS CONDE Porter Carrington at Park Lakes
PAM ADAMS (CPO & EPA) Make Ready Links at Windsor Parke
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FABIOLA CELADO Community Manager Preserve at Colony Lakes
EMILY BERTOLINO Better Living Manager South Shore Lakes
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At Venterra, we love to celebrate our team member’s achievements. Last year, 47 Venterra employees completed a certification or degree!
CAM
47
This company is so awesome. They recognize the need for a healthy family andwork life balance. This balance is so important that Venterra offers a vacation suite to their employees to help make this happen. My family and I just enjoyed a six night stay in Orlando thanks to Venterra. - Employee Survey
NOW THAT’S SUITE! Creating amazing experiences for our employees is a top priority at Venterra! To help make this a reality, we offer a complimentary vacation suite at one of our beautiful Orlando communities. The magic of Disney mixed with the Venterra suite provide the opportunity for our team to create unforgettable memories with their loved ones. We are thrilled that 40 of our remarkable team members were able to enjoy the suite with their friends and family. From visiting Disney World for the very first time to relaxing at the beach, we’re thrilled to have been able to help provide these experiences! We try to take a girls trip every year and this one was well worth it. It truly is the happiest place on earth when you walk 23 miles exploring everything and not even realize it in the moment. Everyone should experience it! Having the vacation suite was such a blessing to soak our achy feet and re-energize for the next day. The Pandora ride at Animal Kingdom was hands down the best ride ever! Headed back next year to see Universal Studios.
Shawna Premeaux Experience Leader, Regional Manager Employee Since 2002 My honey and I celebrated our recent engagement all week thanks to Venterra. We enjoyed seeing what Orlando had to offer outside Disney.
Sally Flores Experience Leader, Regional Better Living Manager Employee Since 2007
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My family and I had a great time celebrating my son’s birthday. He turned six in August and he wanted to go to LEGOLAND® more than anything in the world. We enjoyed the suite at the Distric Universal Boulevard and the amenities. Thank you, Venterra, for helping me create a great memory with my family!
Maried Aleman Cobblestone at Eagle Harbor Experience Leader, Community Manager Employee Since 2013 It is so great to work for a company that genuinely cares about its employees and their well-being, including a healthy work and family balance. The Orlando vacation suite is yet another example of Venterra putting its money where its mouth is. We’re so thankful for the benefit.
Sean O’Leary Experience Leader, Director of Software Architecture Employee Since 2009
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The magic of Disney mixed with the Venterra vacation suite is the perfect combination for a fun-filled affordable family vacation. Thank you Venterra for helping make this vacation experience possible!
Teresa Heeney Ventana Experience Leader, Community Manager Employee Since 2007 My family and I loved the vacation suite! My older sister came in from Georgia to visit all of us here in Florida. It was my two-year-old nephew’s birthday and they (plus their little sister) were so happy they got to come and visit with me to see Mickey and Minney Mouse. Not to mention The District Universal Boulevard’s beautiful pool was so refreshing and enjoyable during the hot summer day!
Angie Carey Experience Leader, Regional Better Living Manager Employee Since 2016
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RESIDENT WE HEAR YOU Yeah, we got it. Venterra is proud to have some of the smartest, most hardworking individuals who take pride in representing our company’s core values. From being on the front lines to handling day-to-day operations behind the scenes, employees of Venterra continue to offer unique ideas and perspectives to help our brand remain in the forefront of our industry. So, what better way (wait for it…) to provide incentives for creating new, innovative ideas than our Better Way Program (super creative, right)? Now, this ain’t any ol’ dusty suggestion box that no one ever touches. The Better Way Program allows our employees to have a voice and see that, we’re not only listening… we’re implementing! The ideas that our team members create continue to shape and improve our organization and, as a special perk, we are happy to express our gratitude for the dedication of our team members by providing some really awesome incentives! We are beyond grateful to have members of the Venterra team who are dedicated to making our company a better place to live and work.
Venterra actually LISTENS to employee feedback and uses that information to get better. - Employee Survey
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I’m a track and cross-country athlete and have competed in college and high school. At the college level, at my Community College, I was the Junior College 10K National Champion and the runner-up in the 5K, making me a two-medal, AllAmerican. I also took fourth place in the nation in junior college crosscountry. After that, in New Haven, Conneccticut, I went to the Division 2 level and was featured in Meet, such as the Boston University Invitational, which was televised on Flotrack, and where I competed against some of the most elite runners in the nation, which were D-1 programs. Today I am training for the Dallas half-marathon.
Colin Weber Zang Triangle Resident Since 2017
I’ve said it before and I’ll say it again, I get excited when entries pour in. This shows how engaged our team members are. It also shows they have confidence in our Better Way Team. Most of all, having this program proves that our team’s voice has made and will continue to make a difference.
Maitina Morrissey Experience Leader, Senior Operations Manager Employee Since 2002
Your ideas make us better. This is the first time I’ve worked for a company that not only LISTENS to the feedback of employees and customers, but actually implements those ideas. “A Better Way” is not just about improving a company process or goal, it’s about listening to the most important people…..our prospects, residents and employees….that’s how we continue to improve the Venterra experience every day.
Jessica Durow
Experience Leader, Marketing Technology Manager Employee Since 2016
Evelyn Cardenas Ventana
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There were a total of 1036 Better Way Suggestions turned in 2018 compared to the 688 entries turned in 2017. That’s a 150% Increase! On top of this, we ended with 138 winners in 2018 which meant we gave away almost $28,000 last year! Talk about ending the year with a bang!
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Venterra’s Better Way Program truly embraces one of the core values: Never Ending Pursuit of Excellence. The suggestions that have come in through the years have been instrumental in our company’s growth.
Experience Maker, Better Living Consultant Employee Since 2016
94% of employees agree that Management genuinely seeks and responds to suggestions and ideas. - Employee Survey
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EMPLOYEE I love that we all have a voice to help implement new ideas and process. I have submitted Better Way ideas and love seeing them implemented. It’s a great feeling to know that my ideas make a difference.
Crystal Bradford The Park at Waterford Harbor Experience Leader, Community Manager Employee Since 2011 The Better Way program is one of my favorite Venterra initiatives. I’ve seen so many changes which make the employee and resident experiences smoother. And Venterra pays their employees at every level for these suggestions. Amazing!
Shelby McGinnis Citrus Run Apartments Experience Leader, Community Manager Employee Since 2015
I love the way Venterra genuinely cares about our feedback. - Employee Survey
I love that Venterra responds to Better Way ideas and implements them when appropriate for the growth of the company.
I was moving from San Antonio and I could not decide between Fairways or another apartment in League City. The reason I chose Fairways, even though it was more expensive, is because of the customer service I received from everyone. When I was moving in, I asked if they were hiring because I wanted to be a part of this! After applying online, I had a few interviews and was hired to start as a Leasing Consultant at St. Andrews and then ended up transferring to The Fairways to be closer to home. A year from my start date, I was promoted to Better Living Manager for Silverbrooke and then was promoted to Community Manager. At our annual kick off, I won Rising Star as a Leasing Consultant and as a Better Living Manager. This goes to show that Venterra recognizes their employees for hard work and dedication and that is what I have always wanted to find within a company. Here at Venterra, we are all family and can call anyone at any time when help is needed.
- Employee Survey
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Jessica Lunsford Silverbrooke Experience Leader, Community Manager Employee Since 2016
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One night while at a Flo Rida concert with my friends, I was chosen (by Flo Rida) to get up on stage and sing with him. After the concert, we headed down to the Meet and Greet section where we were invited to eat at Ruth’s Chris Steakhouse with Flo and some of his crew.
elizabeth alsenz The Dominion Resident Since 2018
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CELEBRATE GOOD TIMES, COME ON! We are grateful for the opportunity to invite families to join in on the fun during our Venterra Family Fun Days! Family Fun Days provide a day of excitement that allows our team to roll up their sleeve and enjoy quality time with their families with a lot of fun (and a lot of food)! It’s always exciting to capture moments of joy by coming together with loved ones, relaxing and celebrating hard work. I absolutely love Venterra Family Fun Day! Not only do I get to spend a fun day with my family, but I get to meet my team members’ families as well!
Kelly Levesque St. Andrews Experience Leader, Community Manager Employee Since 2013
My daughter is at an age where she asks about my day and I tell her about who I worked with, what I did, etc. She started school earlier this year and I feel like she’s more curious about where and who I spend my time with while we’re away from each other. It’s nice to have a day each year where she can see my co-workers, play with their kids, etc. It’s also a great way for the teams in the area to spend time together.
Shelby McGinnis
I really enjoy Family Fun Day. It adds a bit of a personal touch to my professional world.
Tracy Ruthstrom Preserve at Old Downlen Experience Leader, Community Manager Employee Since 2011 Even though my family is out of state, I consider a lot of my coworkers as family. It brings me joy to be able to spend time with those that I don’t get to see often.
Citrus Run Apartments Experience Leader, Community Manager Employee Since 2015
RESIDENT
Justin Hartwich Zang Triangle Experience Leader, Community Manager Employee Since 2018 My family looks forward to Family Fun Day every year; it’s like opening Christmas presents for them!
Joe “Papa” Perry Links at Windsor Parke Experience Leader, Maintenance Manager Employee Since 2016
I’m an professional travel guide! I take people around the world and show them not only those bucket-list must-sees, but also places they’d never think to look. On my last trip, I took a group in a helicopter over Niagara Falls and had dinner with an Amish family. I’m away a lot, but it’s so nice to come home and relax in my cozy apartment for a few days between trips.
Alexandra White
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Stonecreek Ranch Resident Since 2017
We have so many perks and benefits at Venterra that our family members can enjoy as well!
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LET THE GOOD TIMES ROLL, BABY! To kickoff the new year, we like to celebrate the accomplishments of our team over the previous year… and what better way to do that outside a throwing a HUGE party? This year, we cruised on in to Houston and Atlanta for our Surf’s Up-themed party and, trust us, the energy was electric! The island-themed occasion proved a major success as the party featured speeches of heartfelt appreciation, employee recognition/awards, fun costumes, photobooth shenanigans and more laughs than you could imagine. Our annual kickoff events are truly a day to remember and are an example of how much we value having fun and celebrating success!
157 AWARDS
6000
$
IN GRAND PRIZES AWARDED
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RECEIVED BY VENTERRA EMPLOYEES AT THE 2018 KICKOFF PARTY
COMMUNITY MANAGER OF THE YEAR
It was such an amazing experience to be selected as the Community Manager of the Year. I have been so fortunate throughout my 13 years with Venterra to have such fantastic mentors and strong teams in place to help me along the path to success. It was with great humility and gratitude to be able to accept this honor with my staff and amongst my peers.
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Dexter Rendon
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Gateway North Experience Leader, Community Manager Employee Since 2005
MAINTENANCE MANAGER OF THE YEAR Being named Maintenance Manager of the Year and Region was a real honor and privilege. I was very humbled to win the awards considering we have many amazing maintenance managers in our company. I look forward to great things with Venterra in 2019.
Donny Williams, Jr. Village Walk Experience Leader, Maintenance Manager Employee Since 2015
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WORK HARD, PLAY HARD
“Work hard, play hard” is a motto we live by. Our Fun Committee does a tremendous job of making sure our promise of making time to have fun is a priority for all, and our leaders are committed to bringing this promise to life! From Fantasy Football and March Madness pools, to themed Fun Fridays, holiday contests and SO much more – fun is all around us at Venterra!
HAPPY BIRTHDAY! We believe employees should be able to celebrate the day they entered the world exactly how they see fit, so while our offices still end up having plenty of birthday cake and celebrations to go around, Venterra team members enjoy their special day relaxing, partying or hanging out with family away from work. Having an extra paid day off every year is great, but when that day is your birthday, it's even better!
The simple things, such as paid birthdays, says that Venterra truly cares about its employees. - Employee Survey
FUN NATIONAL HOLIDAYS! Venterra employees are known for jumping at any chance to cut loose and have a blast. Whether it’s with an extra scoop of ice cream for “Milkshake Day,” with a trip to Whataburger to celebrate “French Fry Day,” or with big hearts on “Red Nose Day,” National Fun Days throughout the year are a great excuse for teams to have a good time!
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95% AGREE THAT VENTERRA CELEBRATES SPECIAL EVENTS FUN FRIDAYS
I live for Fun Fridays! I really enjoy a workplace that encourages you to have fun and be silly while at work. Samantha Hawxhurst Regional Better Living Manager, Experience Leader Employee Since 2015
HAPPY HALLOWEEN When October rolls around we get to see some serious creepy creativity from our teams, and Halloween 2018 was no exception to the rule! In sticking with tradition of years past, we held contests in multiple categories: Best Individual Costume, Best Team Costume, Best Office Decor, and best scare. The spookiest teams and employees won $50 to $150!
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Whether it means wearing a favorite jersey, showing off a passion or enjoying a throwback to a decade past, Venterra employees always have a blast enjoying our themed Fun Fridays!
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MAINTENANCE MANIA Each year, Maintenance ManiaÂŽ, a national program offered by NAA and HD Supply, allows maintenance technicians a chance to compete against each other in various skill-based table games based on common maintenance activities and a race car competition game. With the support of our cheering office staff, our maintenance teams let their skills shine alongside other maintenance professionals in the industry!
We love our fur babies, so Venterra has a Bring Your Pet to Work Day. How awesome is that?! - Employee Survey
BRING YOUR DOG TO WORK DAY!
Being able to bring able to bring canine pals into the office to lend a paw is a perk that our employees are happy to take advantage of. We love seeing all the furry faces at our communities, and our residents and prospects enjoy the extra warm welcomes that only a family pet can bring.
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WELCOME BOARDS We’re big fans of contests at Venterra, but few give employees a chance to show off their artistic sides more than our annual Welcome Board Contest! With the help of friendly competition, the boards, which are used to welcome our new residents home, are transformed into true works of art!
I am a survivor of an abusive relationship. I was in labor and went to the hospital to have my baby. Seeing my on-going situation, someone at the hospital called CPS (Child Protection Services). I tried to convince them that nothing was wrong and I didn’t want to proceed with the case. I told them, “I just came here for my delivery, there is nothing wrong.” But the CPS worker witnessed a couple of things herself and gave me a choice - either act as a protective parent and leave or go back to the husband, but in this case they would take my baby away from me. That was not an option at all! It was unbelievable. I was out on the street, with a 2-day-old baby in my arms, with nowhere to go. What will I do? Where will I go? What just happened? A million questions were running through my mind. Here I am, as a miracle of God and a witness to how witness to how God works in mysterious ways. What sets me apart is my journey from being a domestic violence victim to a survivor. In the span of two years, by the grace of God, I am working with an amazing staff at a manufacturing company, living in an amazing apartment with my daughter, making ends meet as best as I can.
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Chances are the majority of us won’t become pro athletes, but that doesn’t mean we can’t tap into our competitive streaks and earn some prizes along the way! Once again we hosted a March Madness Tournament along with two Fantasy Football Leagues: Survival and Pick’em. The competition was fierce, but at the end of the season, there can only be one champion!
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THE REAL MVPS Our leasing and maintenance teams represent our Venterra brand. Through personalized interactions, they create lasting impressions that leave smiles on the faces of everyone involved. They are the “Real MVPs”. Each team represents the best in the business and it’s why Venterra is in the Top 10% for Maintenance Satisfaction, Top 3% for Office Staff Satisfaction, and #1 in the industry for Leasing Process, Overall Satisfaction - Kingsley & Associates. To everyone on the front line, we thank you.
LEASING APPRECIATION WEEK
IN 2018, 12,477 NEW RESIDENTS CHOSE VENTERRA We work really hard and deserve a few days of appreciation! We celebrated Leasing Appreciation Week in November and it was the best! We were showered with gifts and words of kindness. I’ve always thought Venterra cared about their employees and they have always treated us well, but this past week just confirmed it. I love our company!
Evelyn Cardenas Ventana Experience Maker, Better Living Consultant Employee Since 2016
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Experience Leader, Senior Director fo Marketing & Customer Experience Employee Since 2004
maintenance APPRECIATION WEEK OVER 82,000 COMPLETED SERVICE REQUESTS Maintenance Appreciation Week is very near and dear to my heart. The reason why I value Venterra so much is because they understand and appreciate the maintenance team’s contribution. Maintenance is usually taken for granted. So, when a company, a manager or a team member takes time to acknowledge the value that maintenance brings, it balances the maintenance world’s universe. When people feel appreciated, it motivates them to work with a happier attitude, which causes them to work faster, safer and more efficiently. Which, in turn, makes the company and customers happier. I thoroughly enjoyed this year’s Maintenance Appreciation Week; Office staff took a little time each day of this week to share their appreciation for us by doing something a little special for us. We had facials, received food and gifts and ended the amazing week with a team jump into the pool! It really made us feel appreciated and I am thankful to be part of a company that cares!
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Stephanie Gonzalez
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Coming from working on-site myself, I have a special appreciation for our front-line teams. You’re constantly switching from being a shoulder to cry on, to a confidant, a sounding board, an advisor, all while trying to excel at your core responsibilities. It takes a special person to care about hearts while caring about business and our teams do it best!
Stephen Daalling St. Andrews Experience Leader, Maintenance Manager Employee Since 2014
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AT YOUR SERVICE Caring is a way of life at Venterra. To reflect that, we offer eight paid volunteer hours for each employee to help lend a helping hand in their community. We are inspired by the ways our team members have used their service hours, volunteering for opportunities found on our very own Volunteer Match website, activities our regional Venterra Cares Ambassadors have arranged, and even opportunities that have presented themselves by interacting with our communities, such as natural disaster relief initiatives.
I love what Habitat For Humanity does for families all over the world. It is true food for the soul to help their cause. Such an amazing organization!
Adonis DeLaCruz Valencia at Westchase Experience Leader, Make Ready Certified Employee Since 2016 What a wonderful time I had volunteering with Habitat for Humanity. It’s nice to see an organization that helps people and puts a roof over their heads.
Sean McCord Valencia at Westchase Experience Leader, Maintenance Manager Employee Since 2011
My family and I volunteered to pack and deliver Thanksgiving meals to the homeless population in San Antonio. My Ventana team also hosted a food drive, as did my family’s business, to ensure we had plenty to donate and deliver!
Teresa Heeney Ventana Experience Leader, Community Manager Employee Since 2007
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4O F 0V O 0L U N THE E ROS UE R VRI C ES!
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VENTERRA EMPLOYEES COMPLETED OVER
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We believe in education and that every child has the right to an education. In developing countries, the expense and availability of materials often prevents children from getting an education and perpetuates the cycle of poverty. This year, Venterra has partnered with World Vision to provide, among other things, much-needed school supplies, learning materials in local languages, textbooks, and access to World Vision’s acclaimed Unlock Literacy program, which has improved literacy rates for 1.7 million boys and girls. Venterra shared this gift with our partners with the gift of a Rocketbook, showing that literacy and education can take you anywhere.
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DOLLA, DOLLA BILLS, Y’ALL! Our team members work hard for their money and they deserve to enjoy it! This year, we launched our partnership with SmartDollar, a financial wellness resource that provides the motivation and encouragement needed to stay on track with financial goals. SmartDollar provides a step-by-step plan for success, an online budgeting tool and a ton of videos filled with expert advice. We’re thrilled by the financial achievements we’ve seen so far and can’t wait to see what else our team members accomplish through SmartDollar! It has helped me pay down debt and stay on track. I am now on my way to purchasing a house.
Justin Hartwich Zang Triangle Experience Leader, Community Manager Employee Since 2018 It certainly has encouraged me to be more financially smart. I’m still working on it, but I’m getting there.
Cassi Walter Experience Leader, Regional Trainer Employee Since 2015 I have paid off most of my debt; at the moment I only owe for my car. I appreciate Venterra making such an amazing program available to me.
Dennis Montero Valencia at Westchase Experience Maker, Better Living Consultant Employee Since 2016
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Last year my husband and I took the six-week Financial Peace University class from Dave Ramsey; we learned so much, and stayed on track with our budget and paying down debt. We even paid off, and cut up, three credit cards during the six weeks of the course. But, it only lasted about five months before we fell off track and got ourselves into more debt instead of getting out of it. We decided to go all-in and get back on track with our budget. Using SmartDollar in 2018 has allowed us to pay off more of our debt and we are officially doing so with ‘gazelle like intensity’, as Dave calls it. We have paid off a total of $4,983.69 (which is four credit cards) and are on track to be debt free by 2022, including Nick’s student loans and our mortgage! I recommend SmartDollar to everyone!
Diana Tyser Experience Leader, Regional Trainer Employee Since 2006 This gives me more financial insight, specifically in terms of how to deal with my money and make it work for me.
Sally Flores Experience Leader, Regional Better Living Manager Employee Since 2007 Using SmartDollar has allowed me to keep a closer eye on my finances and want to work harder towards eliminating any debt. I even adjusted my Starbucks habit so I wasn’t spending so much money there!
Angie Carey Experience Leader, Regional Better Living Manager Employee Since 2016 E X P E R I E N C E
Carlyle Place Apartments Experience Leader, Community Manager Employee Since 2004
This year, my two favorite SmartDollar goals were the free fun goal and the spending freeze. Each goal helped me get a little more out of debt and spend more time with my kids. My boys loved visiting new parks and trying DIY recipes.
Elizabeth Leschander The Dominion Experience Leader, Community Manager Employee Since 2006 SmartDollar is a great tool. I learned some tips and tricks on how to save money, pay off debt faster, and start saving. What I love most is the EveryDollar budgeting feature. I set up my bank account and was able to make a monthly budget and allocate my transactions to the appropriate category. After doing this, I realized just how much I spend on food and random things. SmartDollar and EveryDollar helped me be more cautious about my spending. I was able to pay off a few debts, start a 401K, apply smarter decisions on which bills to pay more toward, and make better choices on my daily spending habits.
Crystal Bradford The Park at Waterford Harbor Experience Leader, Community Manager Employee Since 2011
WE’VE SEEN AN OVERALL FINANCIAL TURNAROUND OF
$103,196 $60,910
IN TOTAL DEBT HAS BEEN ELIMINATED
$42,286
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Mayra De Hoyos
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SmartDollar is life-changing. It has helped me get a grasp on my finances by forcing me to pay attention to literally every dollar. Since I started on Smart Dollar, I have paid off over $8,000 in debt. I have made permanent lifestyle changes that will allow me to continue spending less each month. The best part of all is that I get to share this experience with my kids, ages 2 and 14. Thanks to this experience, they will hopefully never get into debt and they understand the value of saving and investing so that they can live and give like no one else!
Check out the results!
IN TOTAL SAVINGS ADDED OUR FINANCIAL WELLNESS SCORE IMPROVED FROM
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I became part of the Venterra family in Feb. 2015. My background was in mortgage banking. After years of working that industry, I realized I was bored and lacked fulfillment. Not sure what would fulfill me, I got hired on with Venterra and was encouraged to make professional connections and build friendly rapport with our residents. I love that. I am a people person and have met the most wonderful people working at Venterra. I also love how not every day is the same. There really never is a dull or boring moment. Also, because I am not in a large corporate office, I have built and maintained close friendships with my teammates and consider them my family; I love every one of them dearly. I guess you can say that being part of Venterra has impacted my growth both professionally and personally. I am truly happy and excited about what’s to come and it has given me confidence, joy, laughs, and most of all the thing I was missing most, love for what I do!
Christi Higueros
When Smart Dollar first rolled out, I was not very interested in learning about it because I felt I was already a financially responsible person. In addition to not having any personal debt, I had a nice savings account going so what could Dave Ramsey teach me that I did not already know? The answer I learned very quickly... a lot! I learned I wasn’t anywhere near ready for retirement and time is running out. I needed to start a 401K, realize that my husband’s debt was my debt, realize the importance of us having life insurance policies, investments & compound interest, understand the right way vs. the wrong way to make large purchases and so on! I started to listen to Dave Ramsey during all my free time and when I finished listening to every clip offered, I knew I needed to sit down with my husband and discuss our financial future. Seeing that first credit card being paid off by working together and sacrificing had a powerful effect on us both. We saw what could be done by learning everything Smart Dollar had to teach, by making a plan, by sacrificing, by communicating and by working together. We even shaved 6 months off our original estimated date of being debt free by July 2019 to December 2018! A unexpected and amazing bonus was the effect Dave Ramsey and Smart Dollar had on my stepson Aidan. He watched all of Smart Dollar and Dave Ramsey with us in record time and then proceeded to tell his parents he was not going to play basketball his senior year. He said it was more important to get a job so he could start saving for college. I truly feel that the knowledge I attained from Dave Ramsey and Smart Dollar has changed my life, my husband’s and now my stepson’s. We were able to pay off $20,000 in debt this year – amazing! It’s been an unexpected gift I cannot thank Venterra enough for.
Silverbrooke Experience Maker, Better Living Manager Employee Since 2015
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Tracy Wall Carlyle Place Apartments Experience Maker, Better Living Consultant Employee Since 2010
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I started doing Cares Team Work for a Venterra community in October 2008. That is when I started to learn about this amazing company; I started to learn about the industry and was really interested in joining the team for a more permanent position. A BLC position opened in Feb 2009, and that was when I officially became part of the Venterra family. Since then, I have worked a few different communities, worked with a bunch of amazing people that have taught me what they had to offer, and was able to climb the ranks to a CM. Then I wanted to share what I had learned over the years and became a CM mentor and just recently becoming a Senior CM. I have watched this company change and grow over the last 10 years. I have learned many things over that time and have been challenged too. I love how far we have come and how much this company takes care of its people. I can’t imagine working for any other company.
Kimberley Baker Bala Woods Experience Leader, Senior Community Manager Employee Since 2009
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Go Ahead.
Sliiiiiide in Our DM s. Like. Comment. Post. Share. Retweet. It’s the age of social media, baby, and Venterra continues to make waves online! From employees to residents (and even prospects), we’re excited to have people talking about and engaging with our brand. Through the good, bad, ugly, and hilariously funny, social media enables Venterra to stay connected with individuals in our communities. Whether we’re reading about WOW moments or resident concerns, we love staying connected. So, go ahead. Slide in our DMs. Or, you know, just @ us Oh… and don’t forget the hashtag. ;)
#venterra
Facebook & LinkedIn :: Venterra Realty
FIND US ONLINE
Instagram :: venterrarealty & venterraleaders Twitter :: @venterrarealty, @venterraleaders YouTube :: Venterra Realty
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In the age of digital, my goal is to find exciting ways to make the multifamily industry enjoyable at the employee, resident and prospect level. My team and I take great pride in helping to enhance the voice of Venterra by building personal connections online and I love having the opportunity to lead the way in our brand’s digital initiatives.
Brittani Wilkins Experience Leader, Digital Marketing Specialist Employee Since 2018
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D E N T EX R I E N C E D E N T EX R I E N C E D E N T EX R I E N C E D E N T EX R I E N C E
RESIDENT EXPERIENCE
NEW RESIDENT EXPERIENCE
TOUR
APPLY (SMART LEASE)
RENT PAYMENT
MOVE IN
LEASE RENEWAL
MOVE OUT
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I E N C E RE I D E N T EX I E N C E RE I D E N T EX R E S I D E N T I EEX N C E R E PERIENCE I D E N T EX I E N C E RE I D E N T EX 1 0 T H
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THE RESIDENT EXPERIENCE When I started working at Venterra, my plan was to stay three years and move on. Fourteen years later, people always ask why I’ve stayed as long as I have. The answer is simple: we’re building something special at Venterra and we’re not done – there’s still work to do. Ten years ago, we made it a goal and a pillar of our operating platform to provide a World Class Customer Experience. It has been a privilege to be a part of the process and I am so proud to look back at what we’ve accomplished. Recipient Top Rated Award 2014, 2015, 2016, 2017, 2018, 2019, ApartmentRatings.com Customer Service Excellence Award 2019, Kingsley & Associates #1 in the industry for Leasing Process – Overall Satisfaction 2018, Kingsley & Associates Exclusive, proprietary SMARTLeasing application process
Guided by our Core Values, everyone at Venterra is empowered to do what they feel is right for each other and for our residents. When you combine this culture of caring with an experience strategy that uses technology to remove friction points and speed up delivery, the results are undeniably impactful and enable us to make a difference when it matters most. It’s both humbling and exciting to work amongst others that are just as excited as I am to embrace the next challenge. Our passion and persistence is steadfast and each year we accomplish more than we thought possible. This is a direct reflection of our Leadership, People and Culture. As for me, I’m not sure exactly what “done” looks like, but I love what I do every day and I’m proud to share the stories of Venterra, the selfless WOW Moments, and am motivated every day by the passion of everyone at Venterra.
Top 10% in the industry for Maintenance – Overall Satisfaction, Kingsley & Associates Top 3% in the industry for Office Staff – Overall Satisfaction, Kingsley & Associates Over 8,000 WOW Moments
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Stephanie Gonzalez Experience Leader, Senior Director of Marketing & Customer Experience Employee Since 2004
now that’s funny I once had a prospect go sit in the middle of the room and meditate for a bit, breathing in the energy of the space to determine if it was the right apartment for him. He did this in multiple apartments and by the third one, I actually sat with him. He did end up leasing and is very happy with the vibe that Venterra offers!
Olanders Fisher Valencia at Westchase Resident Since 2018 I want to say thank you to your team. I arrived this past Friday and Rachel immediately helped me look for my dream apartment. I have fallen in love! The manager, Maried, is the sweetest and most professional customer service manager alive. I left knowing this was the only place I wanted to move into. Had another complex called me, I would have told them, “Sorry too late; I found my ideal home.” When I returned on Saturday, Rachel showed me the place again, so my family member could see it. He said that I clearly made the right decision. A beautiful landscape, quiet and tranquil environment, close to major shopping, restaurants and doctors make this a complex I highly recommend to everyone. The staff is caring and I am happy to rent from Venterra again.
Kathryn Williams Cobblestone at Eagle Harbor Resident Since 2018 I have lived at Calais Park for almost five years and I love it here! Why? The office staff rocks! Jenna is an awesome manager, so kind, caring and gets the job done. I know I can always count on excellent customer service when I have a concern. Thanks for everything you do.
Dione Edwards Calais Park Lofts Resident Since 2014
Because I got off late, I was driving like a crazy person, so I could retrieve a package from the leasing office before the six o’clock closing. I gave Priyanka a call and she assured me she would be there when I arrived - no problem. Barely stepping out of my car, she met me at the door with my packages! Simple acts of kindness go a long way; great customer service is always a great experience.
Simmone Collins The Palazzo Resident Since 2018
The community was great! Perfect location and clean grounds. Gigantic grounds, which will take some getting used to, but nice property! Priyanka is a great agent as well! So nice and helpful; she ran through all the bills with me and ballparked how much the apartments would be which helped me make my decision to apply! Her attitude alone is different from the other apartment complexes I have visited and made me want to apply right after the tour.
R E S I D E N T
My wife and I want to give a huge thank you to the staff of Valencia at Westchase. We have been here just two months, and in that time the staff has gone above and beyond to ensure we are satisfied with our apartment. They have made us feel comfortable in our new community. Never have we felt more comfortable and happy than we do here. Thank you Valencia at Westchase staff!
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ALLISON KOLOWICH / THE PHOENIX / EXPERIENCE LEADER, COMMUNITY MANAGER / EMPLOYEE SINCE 2017
Priyanka Sequeira The Palazzo Experience Maker, Better Living Consultant Employee Since 2014
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The Cape at Grand Harbor is a fantastic property to call home. I’ve lived here for nearly five years and can’t imagine renting anywhere else. The office staff is wonderful, polite, efficient and extremely professional. I have never had a concern, question or issue unresolved. The maintenance staff is also efficient with all the work they perform. The community surrounding the Cape at Grand Harbor has grown tremendously over the past five years as well, making the experience living here even more enjoyable. The office staff provides regularly scheduled on-property events ensuring an enjoyable stay. You can’t go wrong living at The Cape at Grand Harbor.
RESIDENT
Todd Hannah The Cape at Grand Harbor Resident Since 2015 DeMarcus is genuinely nice and caring. He remembered my name, and I haven’t seen him in more than twelve months. He is so polite on the phone, helpful and knowledgeable. Amber also went above and beyond to help my mom learn how to use the gate, which I greatly appreciated. She has the most beautiful, friendly voice and is very professional. DeMarcus and Amber make me love Tree Park Flowery Branch!
I’ve worked for an Airline in Alexandria, VA. I have a Masters in Education from Auburn. I was a trainer at a nuclear power plant for over 25 years and I once kissed Elvis Presley!
P. Dianne Gibson Balmoral Village Employee Since 2018
Angela Leonard Tree Park Resident Since 2017 I am very pleased with the customer service at the Vinings Apartments, especially with Mohammed Mitha. He went beyond the typical customer service experience. Hands down, it was the best experience I have ever had. I have spoken with a few of the other office staff and all are very helpful, even with me calling every day to find out if I got the final approval. I’m super excited and can’t wait to call The Vinings Apartments my new home.
I called the office today regarding a question I had about my move-in, and LeAnn was WONDERFUL. She was so helpful, knowledgeable, and wanted to make sure that all my questions were answered and my needs were met before our conversation ended. I have been excited about moving in, and the wonderful work that LeAnn, Joey and Celedonia have put in to ensure I am satisfied with making Stonecreek Ranch my home has absolutely blown me away. I am very thankful for the staff at this complex and am hoping and expecting good things to come!
Robert Morgan Stonecreek Ranch Resident Since 2018
Rosemarie Price The Vinings Resident Since 2018
now that’s funny The first thing that comes to mind is a resident who loves the property and her dog. She is on alert for property upkeep. She started picking up the dog poop that she finds, with our doggy bags, and leaves it where the dog actually pooped at to “teach people a lesson.” One day, we were on property and I saw random poop bags all over and right then put two and two together. JESSICA LUNSFORD / SILVERBROOKE / EXPERIENCE LEADER, COMMUNITY MANAGER / EMPLOYEE SINCE 2016
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Barry Taylor-Young The Palazzo Experience Leader, Community Manager Employee Since
VENTERRA RANKS
R E S I D E N T
It was 2014, and I wanted to do something completely different than I had done previously and thought the apartment industry was something I would enjoy learning. I wanted to work for a company that purchased and managed their communities not just a management company. Of course, I wanted a place that is growing and has a good culture. After coming across the Venterra recruiting site, I put in my resume and waited a day before I got impatient. I wanted to meet someone immediately, so I called around to the communities in town and finally got to speak to Teresa Heeney who invited me to come on down to Signature Ridge. After waiting about an hour, I took a test and interviewed with Teresa. I still don’t know how I did on the test, but, apparently, I passed. I thought I hit a homerun with my interview, and my meeting with Sally Flores was equally awesome. For sure I’d be working for Venterra, right? I was obviously very happy until I got an email saying I wasn’t selected for the position. Geez, what happened?! I didn’t know, and I wanted to know, so I emailed Teresa, thanked her for meeting me, and asked her advice on how I could do better in future interviews with other companies. Her reply to me was, “it was a mistake. You weren’t supposed to get that email.” Happily, I started at Enclave a few days later and things were going very well, I thought, until the “your property is being sold” meeting. Remember, I was very new to this industry, and this came out of left field for me. Actually, it came from outer space for me! As the closing day approached, I planned on no longer being with Venterra but Teresa and Sally saved me once again. I got a call one morning from Teresa telling me she wanted me to be a part of her crew at the newly purchased Ventana. I was so honored that she called and wanted me on her team that I said “yes”. Ventana was a completely different experience, but I learned a lot and enjoyed the people I worked with. Then, in February 2016, Palazzo was purchased, and I was honored to be chosen as the manager, embarking on a new chapter in my professional and personal life.
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10% HIGHER
THAN THE INDUSTRY AVERAGE FOR OFFICE STAFF RESPONSIVENESS 1 0 T H
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77
now that’s funny
Once, while taking a tour, a prospect brought his family to swim that night! I guess he really felt like he was at home or wanted to make sure it was “swim-able”. TERESA HEENEY / VENTANA EXPERIENCE LEADER, COMMUNITY MANAGER EMPLOYEE SINCE 2007 I have lived in numerous apartments, and the staff at Bala Woods far exceeds any contact I have had elsewhere. They are friendly, kind, knowledgeable and quick to help. I especially enjoy Darcy Casey as she is always welcoming to both me and my dog, ready with treats and a smile. I always feel at home, like I am with family when I come to the office. Keep up the good work!
Kerry Manning Bala Woods Resident Since 2017 Jonathon and the rest of the staff were phenomenal for assisting my boyfriend and I with our move-in we couldn’t ask for a more knowledgeable staff. It has been an easy transition which is wonderful as we’ve had a really tough month because of the hurricane. We want to thank y’all from the bottom of our hearts and recognize all the amazing staff; they truly havedone an exceptional job. We will be recommending this property for sure!
I think that being nice, listening, and doing things in a timely manner are basic expectations for any property management company. I firmly believe that our residents want, more than anything, communication and transparency. I have always found that when a mistake is made, admitting it and being open and honest with the resident, and providing a solution on how to make it right, is much more effective than being vague and making excuses. It shows our residents that we’re not faking it! Shelby McGinnis Citrus Run Apartments Experience Leader, Community Manager Employee Since 2015
EMPLOYEE
Stephanie Sehon Preserve at Old Dowlen Resident Since 2017 I just have to say how overwhelmingly impressed I am with your office staff. Your company recently took over the management of our apartment complex and the improvement in resident service has been incredible. While I was fond of the former staff, they were less than responsive to requests and issues often went unresolved. In just a few days, your staff has done more for me than the old company did in five years. Minerva was the first person I met and was so sweet, polite and welcoming. She is a great representative for your company. And then there’s Maried. What can I say? She’s beyond amazing. She doesn’t just respond to requests, she goes out of her way to seek out opportunities to help. She has such a friendly personality, and it is obvious she truly cares about the residents. You should be very proud of her.
Linda Finn
Alex Chacon
Cobblestone at Eagle Harbor Resident Since 2017
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Prior to Venterra, I was in the U.S Air Force, and being in the military is being a part of a culture and a family which is out of the norm. Leaving that family was a difficult transition for me, but finding Venterra turned out to be more than just finding a job; it was finding somewhere I belong. We have our own culture, values, and comradery that you would be hard pressed to find anywhere else.
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Fairways at South Shore Experience Leader, Better Living Manager Employee Since 2015
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#1 COMPANY IN THE INDUSTRY FOR LEASING PROCESS OVERALL SATISFACTION
THE LEASING EXPERIENCE
R E S I D E N T
WE REACHED
Being named #1 in the business is a reflection of how much we value an exceptional leasing experience for new residents. We take pride in helping individuals find the perfect home as efficiently as possible while ensuring they enjoy their personalized experience - start to finish. By reinventing the entire experience to be the most relevant, informative, fastest and easiest leasing process, we allow our residents to focus on what comes next - a fresh start!
KINGSLEY & ASSOCIATES 2018 RESIDENT SURVEY 1 0 T H
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now that’s funny I had a resident call and ask if her maintenance request to have her light bulbs replaced was complete. I asked her, “Did you turn on the light switch?” She sat there for a moment, then started laughing and asked me to tell maintenance, “Thank you.” SAMANTHA HAWHURST EXPERIENCE LEADER, REGIONAL BETTER LIVING MANAGER EMPLOYEE SINCE 2015 Rob is the best! He is very detailed in his walk-through and one of the friendliest people I’ve ever met. I still haven’t made a decision on leasing because I’m trying to figure out what will offer the most space for my dog, but Rob made me want to lease at Axial because the whole walk through was such a pleasant experience.
Caroline Brewer Axial Buckhead Resident Since 2018
I must say this is a first for me, but I was 100% satisfied with my overall experience which would not have been possible without my tour guide Dustin. I was extremely pleased with him as well as all of your very accommodating staff. Keep up the good work.
Nadia Clark
Keri is absolutely amazing! Filled with sadness and needing an apartment due to a relationship status change, she quickly made me feel welcomed and had me laughing in moments. When I left, I felt better than when I had entered. It is important to me that the office staff is not just doing a job, they are making a home for those who need an open, safe place. Keri is an asset to your team!
Nikky Hall Balmoral Village Toured in 2018
Apex West Midtown Resident Since 2018 Darcy, in the front office, was so nice to me and made me feel welcome the moment I walked through the front office doors. She is a big part of my decision to rent the apartment. Initially unsure of renting here, her friendliness and overall inviting demeanor nudged me in the right direction. I’m looking forward to settling in and being a part of the community.
Aaron Akina
We were new to the leasing process and had limited time. On our first visit, we were impressed with the community, the staff, the amenities, and Estancia met most of our requirements. Within two or three days we were handed our keys. We love the fact that we were able to see the exact apartment that we would be leasing and not just a standard model like most companies show. Our leasing agent Kim and the other staff members Megan and Stephanie are great. Hands down, the electronic application and leasing process makes the leasing process move smoothly, swiftly and efficiently. It is also nice not being charged an application fee until after approval.
Bala Woods Resident Since 2018
Shereta Pitter
Coles Crossing Resident Since 2018
Estancia at Morningstar Resident Since 2018
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I had a great experience touring apartments at Cole’s Crossing. Nicole did an awesome job giving me a tour of the complex as well as matching apartments to fit my needs. Her kind, courteous, professional manner and dedication to making her guests and tenants happy made my day. I really appreciate her following up and keeping in touch with me. She’s awesome! She made touring the beautiful, well-kept complex an enjoyable experience. I absolutely love Cole’s Crossing.
Erica Henderson
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RACHEL
RESIDENT
MIKESHA JACOBS EMPLOYEE
Casey is an absolute dear! A refreshing, bright, positive presence in negative times. Unlike many consultants, it was very clear that she wasn’t just trying to sell an apartment, but she deeply cared about what was best for my needs. Besides explaining the units at Bala Woods and taking her time to give me suggestions about Houston in general, she gave advice that was invaluable to this newcomer. Give this woman a raise!
Michelle is amazing, for she is engaging, knowledgeable, not pushy. She didn’t ‘’pretend’’ her way through answers she didn’t know. Instead, she said, ‘’I honestly don’t know and rather than give you misinformation, let me check’’ And she did. We’ve been looking at many properties lately, and she is honestly the best we’ve encountered. Exhibiting excellent customer service, she followed up just as she stated. In fact, her email beat us home!
Pat Crowe
Kristi Campbell
Bala Woods Resident Since 2018
Estancia at Morningstar Resident Since 2018
Shelby is wonderful. She asked me to apply even though it’s still a few months before my current lease ends, ensuring me that she will keep me in the loop with emails. I’m appreciative of her efforts as often I really dread walking into a new apartment complex to check it out, but at Valencia, that pressure was immediately taken off my shoulders when all my preferred apartment features were met with a kind, welcoming staff.
Shannon Perez Valencia at Westchase Resident Since 2018
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FAIRWAYS AT SOUTH SHORE
R E S I D E N T
NEW RESIDENTS, NEW FRIENDS!
Rachel and her son came in for a tour, and they absolutely loved our community, especially our spacious Doral floor plan. During the tour, her son’s attention was sparked by the move-in gift: a pizza box with a coupon for a free pizza. He loved it so much that it was the only thing he could talk about. Unfortunately, on the day of their move-in, we ran out of pizza boxes and were unable to place one in their new home. Upon entering the apartment, he immediately noticed the absence of his welcoming pizza box and was seriously bummed. Trying to cheer him up, I explained that we ordered more pizza boxes, and I would bring one to him as soon as they arrived. About 20 minutes before closing that evening, his mom stopped by the office because her son insisted that she find out if the pizza boxes had arrived. Sadly, they had not, so I promised that I would follow up with her in the morning. Knowing I had to do something to make his disappointment disappear, I decided to WOW him with a trip to Putt Putt Funhouse. To his delight, I presented him with a $100 gift card, so he can play games, ride bumper boats, play golf and enjoy lots of pizza. His excitement was evident as he exclaimed he had never been there before and couldn’t wait to go.
Michelle Quiroz is helpful, kind and a wonderful representation of Venterra Realty and The French Place Apartments. I looked at five complexes in total; Michelle was the only one to treat me like a valued customer. I love that she spent so much time with me, showing me around and explaining the complex’s amenities as well as introducing me to San Antonio. She is one of the main reasons I decided to lease an apartment in that complex.
Joshua McCormack French Place Apartments Resident Since 2018
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We arrived at the office just before 5 p.m. Better Living Consultant, Susan, did an amazing job of welcoming us to Cary and Town Station Apartments, answering our many questions and showing us our apartment. We asked Susan if we could complete an application and move in the next day. She was terrific in helping us complete the details of the application process and explained very clearly the next steps for approval. My husband came to the office the next morning, and Vivian did a great job of working with us to finalize the next steps and processed our payment. Individually, Susan was outstanding in welcoming us, securing our business and transitioning things smoothly to Vivian. Vivian worked very well with us to finalize details for our lease, welcome us to the community, and offered helpful suggestions. Together, their teamwork was seamless with premier customer service! We greatly appreciated everything they did to facilitate our re-location.
Du Nguyen
Ms. Lakeya escorted my sister and I on a tour, and she was perfect. From the moment we walked in her presence, we felt welcomed. She effectively provided information about the community and honestly described what would be best for my interests. It is refreshing to see Ms. Lakeya and her passion for her job.
Nehu Bain Links at Windsor Parke Toured in 2018 It was late when I arrived, but as I walked in, I was greeted with a warm and caring attitude. Not once did I feel rushed due to the lateness. She went through the whole process, explaining the floor plans, showing me every unit I might be interested in and explaining all the information and payments I needed to know about in order to make an informed decision. I am very impressed with her knowledge and professionalism.
Andrew Anguiano
Town Station Resident Since 2018 Kimberly made the process easy and personal to our needs. This was our last property of the day (after many). She greeted us warmly, took note of our desired specifications, and looked up the availability before going further. She worked with us on our date, price and needs. She took us around the complex viewing all amenities and walking multiple floor plans, so we could compare. She continued to communicate with us via phone about an even better prospect. After all of this, we chose to live here due to her attention to details and persistence in helping us all while on a limited time restraint. On top of this, she listened to our discussion about finding food. With no hesitation, she recommended a spot that was near the community, and provided us a map with a brochure. We left feeling taken care of and confident in our choice.
Megan White Estancia at Morningstar Resident Since 2018
South Shore Lakes Resident Since 2018 I had an awesome experience with Larry while getting info about the community. He exceeded my expectations with the best customer service and made me feel very welcomed. I couldn’t physically do a walk through; however, I was shown a 3D tour of the apartment which is a great feature.
Brandice Francis Timber Mill Toured in 2018 Although we are still in the contracting stage of our lease, we want to say thank you for the excellent service from the office staff during our initial visit. We want to give an extra special thanks to Nadia in answering our tedious questions. The facilities and amenities are splendid, and we look forward to being members of Calais Park.
Candi Stickney
now that’s funny
Calais Park Lofts Resident Since 06/22/2018
I had a resident come into the office to complain about some cracks that had started to appear along the crown moulding of her living room. I have seen it happen before due to shifting of the building. Apparently, she thought otherwise. Come to find out, she actually went to her downstairs neighbor’s apartment and asked if he was putting cameras in her apartment and spying on her! KIMBERLEY BAKER / BALA WOODS / EXPERIENCE LEADER, COMMUNITY MANAGER / EMPLOYEE SINCE 2009
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Shelby McGinnis
PRESERVE AT COLONY LAKE OSCAR
RESIDENT
DARLENE SEALE, FABIOLA CELADO, LAUREN RICHARDSON, LINDA CHAVEZ, MELISSA EDWARDS EMPLOYEES
We recently had a fun guy move in; his name is Oscar, and he is a First Responder. Prior to moving in, he came in weekly just to visit. Each visit included this continuous saga of his current “roommate from hell”, and he expressed his anticipation that soon he would finally be free of him and have his own place. Investing in a Nest Thermostat was the one thing that excited him most. He works days and didn’t want to leave his A/C running because of the cost, yet he did not want to come home to a sweltering, hot home after long stretches of work. One night, the “roommate from hell” destroyed the carpet in his bedroom and disappeared, leaving Oscar stuck with the bill which ate up his budget for his long sought for Nest. We decided Oscar had earned the right to his Nest Thermostat and had to make a positive out of such a negative situation. We called Oscar to let him know he had a package, and he was here in five minutes. After opening the gift bag, he was brought to tears, touched that we cared enough to make his dream come true.
I feel the biggest impact we have on residents can be made during the tour and leasing process because regardless of whether they lease or not, we still have the power to show that Venterra is different by showing genuine concern and knowledge.
Cassi Walter Experience Leader, Regional Trainer Employee Since 2015
SmartLeasing has completely turned the leasing process upside down in the best way possible. It is the most user-friendly, customer-centric process in the industry. Venterra has made the application process smooth and simple, less timeconsuming and risk-free which is attractive to every single prospect as well as to our employees. Great innovation!
Dustin Crandall Apex West Midtown Experience Maker, Leasing Manager Employee Since 2014
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Citrus Run Apartments Experience Maker, Community Leader Employee Since 2015
R E S I D E N T
KEEPING THE NEST COOL
First impressions do matter. During a tour, a prospect gets to see for themselves how they will feel being a resident at one of our communities. It sets the tone for their stay with us, so we really need to WOW them from the beginning
82% OF RESIDENTS
AGREE VENTERRA GENUINELY CARES ABOUT THEM 1 0 T H
E D I T I O N
83
RESIDENT THE NEW RESIDENT EXPERIENCE The initial experience is critical for our new residents. This is their home. Where they eat. Where they play, party, sleep, pray, cry, laugh, and love. It’s not about picking up keys. It’s always about starting fresh - new beginnings. Nobody understands this better than Venterra!
VENTERRA WAS RANKED IN THE TOP 3% OF ALL COMPANIES FOR OVERALL SATISFACTION WITH THE OFFICE STAFF
American Idol fan favorite turned business superstar! Keith London was the first openly gay contestant on American Idol. His appearance was in Season 13 of the Series and he made it to the top 50! His story touched the lives of many around the country and was featured on buzzfeed and yahoo. After traveling the country touring, Keith knew the singer lifestyle wasn’t for him. Keith, at age 26, now runs the largest LGBTQ kickball and dodgeball league in the country. He is the CEO and Founder of GayKickball.com and GayDodgeball.com which is taking the country by storm. In only 15 months since opening, he has now opened up over 20 leagues in 15 cities!
KEITH LONDON
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4123 Cedar Springs Employee Since 2018
now that’s funny We had a lady come in to take a tour and she had a stuffed animal dog that had a leash on and she walked it in. She then proceeded to tell us about her dog and how she loved her so much. She even made barking noises and made it look like the dog was looking at the quote. It was the strangest and funniest thing I have seen so far.
Kerry Manning Bala Woods Resident Since 2017 I want to thank the great office staff for making our move a piece a cake. The moving process was easy and the communication is great. You made us feel important by walking us to our new apartment, and seeing both a little gift saying welcome home along with a restroom gift, made our day. I now enjoy coming home to Belterra. It was the best way to start 2018.
Monserrat Orozco-Perez Belterra Resident Since 2018 Traci is so amazing, getting everything set up for my new lease. I was originally assigned a second-floor apartment, and I called back to see if there were any first-floor units available. Luckily, there was one. I was so impressed by her professionalism and urgency to assist me with my needs. I feel so comfortable with how everything went including signing my lease which was a very simple and smooth process. This was one of the best experiences ever, and I have lived in many apartments! Thanks Traci. I am very excited to move in.
Just recently, I was a victim of bank fraud. Someone wiped ALL the funds from my bank account and posed as me. I was left devastated since I had never experienced anything like this before. Even though I knew all would be ok, it would take the bank a little time to put back all the funds back into my account, and I was most concerned about my rent and bills for the month. I’m deeply filled with gratitude for the support I received from Destiny and her patience with me to resolve this issue. She understood my situation and worked with me while I dealt with “balancing my life”. Thank You.
Daisy Contreras Carrington at Park Lakes Resident Since 2017 The office staff is very friendly and personable, for they all go out of their way to make sure I am having a good day. They wave when driving by, strike up a conversation when I’m in the office and never seem to be having a bad day. This is the best management office I have seen since I moved here two years ago.
Emily McNair Scott Links at Windsor Parke Resident Since 2016
R E S I D E N T
I have lived in numerous apartments, and the staff at Bala Woods far exceeds any contact I have had elsewhere. They are friendly, kind, knowledgeable and quick to help. I especially enjoy Darcy Casey as she is always welcoming to both me and my dog, ready with treats and a smile. I always feel at home, like I am with family when I come to the office. Keep up the good work!
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JUSTIN HARTWICH / ZANG TRIANGLE / EXPERIENCE LEADER, COMMUNITY MANAGER / EMPLOYEE SINCE 2018
Dyllon and her team were exceptionally nice to me when I had an issue and came to them for advice. Dyllon is always super informative, genuine and kind. I would love for her attentiveness and sincerity to be recognized!
Nicholas Gaudioso Calais Midtown Resident Since 2014
Christina Stewart Carlyle Place Apartments Resident Since 2018
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Dione Edwards
My expectations have been exceeded. Far exceeded. The team, the whole development, the apartment, the entire move-in process was quite simply textbook perfect. If every community followed the lead of this one, and learned best practices, then “renting” might not have such a negative connotation. I feel at home here, and my wife and I are thankful for the efforts of this entire team.
Calais Park Lofts Resident Since 2014
Hallie Kamen
I have lived at Calais Parks for almost five years, and I love it here! The office staff Rocks! Jenna is an awesome Office Manager, so kind, caring and gets the job done. I know I can always count on excellent customer service when I have a concern. Thanks for everything you do.
Falcon Square at Independence Resident Since 2018 I want to say thank you to your team. I arrived this past Friday, and Rachel immediately helped me look for my dream apartment - I have fallen in love! The manager, Maried, is the sweetest and most professional customer service manager alive. I left knowing this was the only place I wanted to move into. Had another complex called me, I would have told them, “sorry too late; I found my ideal home.” When I returned on Saturday, Rachel showed me the place again, so my family member could see it. He said that I clearly made the right decision. A beautiful landscape, quiet and tranquil environment, close to major shopping, restaurants and doctors make this a complex I highly recommend to everyone. The staff is caring, and I am happy to rent from Venterra again.
Kathryn Williams Cobblestone at Eagle Harbor Resident Since 2018
GUY’S NIGHT IN
BELTERRA THE GUYS RESIDENTS
MABEL BROUSSARD EMPLOYEE
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In September, we had three awesome guys move-in at Belterra, two brothers and their childhood best-friend. Before their move-in, they were super excited to have their first apartment, and they felt like they were really taking a huge step in the right direction. Every time they came in, they were super nice, chatting and joking around. After talking to them for a while, I noticed they continuously talked about the long hours they worked and how they rarely got to relax and enjoy themselves. I really wanted them to be able to relax and enjoy their new home, so I created a guy’s night-in package. We sent them two pizzas, a hefty Microsoft Live gift card for their XBOX addiction, and a six-pack of Dos Equis. The guys were so happy that we took the time to do this for them and are very excited to use their gift card! I am so happy we were able to provide three hard-working guys with a stress free evening.
E X P E R I E N C E
I moved to Ventana after my lease was up specifically because Teresa 20and Aaron took this property over. This is the second property I have lived at that they were at. Their leadership skills are top notch. I don’t worry about anything related to the apartment because I know they will be on top of any issue in a timely and effective manner.
Teri Davis Experience Leader, Regional Manager Employee Since 2012
I love being able to show our residents their home because I want them to know that I am proud and happy with our product. This is also a great time for me to show them how to access all the amenities the property offers, so they can really enjoy their community. Moving is such a stressful situation, and this is our opportunity to make things just a little bit easier for our new residents.
EMPLOYEE
Kelley Tuiasosopo Fairways at South Shore Experience Leader, Community Manager, Employee Since 2016 I truly think that Venterra’s 30 Day Guarantee makes Venterra stand out from other property management companies. This program illustrates our humanistic side. It is a simple fact of life, stuff DOES happen, and for a company to recognize this, is truly a paradigm shift in how to behave towards residents. Venterra does not view tenants as just another number but rather as individuals with individual concerns, needs and problems, willing to give them the benefit of the doubt.
Chris Chirogianis Valencia at Westchase Experience Leader, Better Living Manager Employee Since 2018 The move in experience, especially the first 30 days, is where we make good on all our promises given during the leasing process. This is where we truly separate ourselves from our competition proving why we are a top-rated customer service company. It’s where we show them they made the right choice in choosing Venterra.
Dustin Crandall Apex West Midtown Experience Maker, Leasing Manager Employee Since 2014
My husband and I moved from Connecticut to Houston and were both looking for jobs. St. Andrews was looking for an assistant maintenance tech, and I told him he should apply as I knew the property was nice. He started with Venterra, and told me how great it was working for them. I then applied for a leasing position at Shadowbrooke and started three months after him. That was five and a half years ago. He is now a Regional MM and I am a CM, and we could not be happier with our decisions to join this company.
E X P E R I E N C E
- Verified Resident, Ventana Kingsley Feedback
R E S I D E N T
I feel the critical time to impress our new residents is during the move-in process because it is a very stressful time for them, and they possibly are experiencing buyer’s remorse during the process. This is a great opportunity for us to put their minds at ease by being friendly, helpful, and showing our appreciation for their decision. If I were in their situation, all fears would subside with a caring associate looking in on me. Small acts of service such as showing they are in good hands by reaching out and checking up on them, sending them water during the heavy lifting and maybe even delivering pizza at the end of the move-in when they are too tired to cook will show Venterra is serious about taking care of their residents. Following-up with them over the next few days can also make a difference to our residents by showing we are different; we `care, and this is where we make the biggest impact.
Kelly Levesque St. Andrews Experience Leader, Community Manager Employee Since 2013 1 0 T H
E D I T I O N
87
We have lived at the 4123 Cedar Springs for two years, and we are in the process of transferring to a larger apartment. The staff goes above and beyond to assure that my family lives comfortably. Ramon makes decisions pertaining to rent and amenities fairly. Will, Victoria, and Simeon always patiently, pleasantly, and willingly serve. In addition, I can’t say enough about our maintenance staff; they are an integral part of making the 4123 Cedar Springs a great place to live.
WELCOME HOME COBBLESTONE AT EAGLE HARBOR
Lezlie Tarvin 4123 Cedar Springs Resident Since 2017 The team at Estancia is phenomenal. I moved in June 2018 and shortly thereafter lost my job. I worked with the team to ensure they knew what was happening and in return, they treated me very nicely. They were compassionate about my situation and informed me about some possible steps I could take. I am now back on my feet and will be a loyal Venterra property resident forever.
Alicia Stewart Estancia at Morningstar Resident Since 2018 Jonathon and the rest of the staff were phenomenal for assisting my boyfriend and I with our move-in - we couldn’t ask for a more knowledgeable staff. It has been an easy transition which is wonderful as we’ve had a really tough month because of the hurricane. We want to thank y’all from the bottom of our hearts and recognize all the amazing staff; they truly have done an exceptional job. We will be recommending this property for sure!
Stephanie Sehon Preserve at Old Dowlen Resident Since 2017
Elizabeth and her family were making an exciting change by moving to Fleming Island, Florida from Connecticut because she received a job offer she couldn’t pass up. She applied online for an apartment unseen, and we called right away to welcome her to the community and schedule a move-in time. The big day arrived, and she called us to let us know that she was driving with her three daughters, and her husband was following behind with a U-Haul. They were not going to arrive until 5 P.M. on Saturday, and she was concerned that no one would be there. I let her know that I wouldn’t mind waiting for her, knowing that she was already so stressed. When they finally arrived at Cobblestone, they were so exhausted and only wanted to eat and go to bed. I knew then that I must WELCOME them the Venterra way! I finished their walk through and told them about different dinning options in the area, mentioning Chili’s next door. They were sold. After my walk-through, I ran to the restaurant and purchased a gift card to pay for their meal. Just as I finished the purchase, in they came. I was able to give the perfect surprise, and they were so grateful I went out of my way to ensure a good first impression..
AARON
RESIDENT
GREG BOOTH, MARIED ALEMAN, RACHEL BLAND EMPLOYEES
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E X P E R I E N C E
E X P E R I E N C E We understand service requests are opportunities to interact with our residents and provide exceptional service. So, when one is received, we act fast! Our maintenance teams are a big part of Venterra’s customer experience strategy. They’re the best in the industry and we’re fortunate to have them.
R E S I D E N T
SERVICE REQUESTS
Thanks for the awesome service that’s often provided to my wife and I from our maintenance staff. Harry is a God send because he takes care of issues for me in a timely manner, even when he was short staffed and extremely busy. The newest member of the team is also a great addition, for he is always polite and speaks to me and my visiting in-laws. The management team is great too. They are always smiling and eager to help in any fashion. Recently, the manager assisted me with a late payment, and I was very impressed with the way the staff handled this issue. I must say, my wife and I are extremely happy with our management team at 4123 Cedar Springs. I wouldn’t want to stay anywhere else. Great Job Ilume Team!
Raheem Ameer-Bey
92% OF RESIDENTS
RATE THE QUALITY OF SERVICE PROVIDED BY VENTERRA MAINTENANCE AS GREAT OR HIGHER
4123 Cedar Springs Resident Since 2018 Ivan came promptly after hours, in a storm, and fixed our AC unit. He was very nice and informative explaining everything he did, why, and how to make sure it doesn’t happen again. Thanks for being great Ivan!
Lindsay Thomas Apex West Midtown Resident Since 2018 1 0 T H
E D I T I O N
89
I’ve submitted a total of three maintenance requests since moving in, and every time they are fulfilled within 24 hours of submission. I am extremely happy with the time in which my request is taken care of, as well as the quality of work. When I began my apartment search, one complex boasted that they address maintenance requests in no more than three days. Compared to what I’ve experienced here, that claim seems sub-par. I think the maintenance team at Calais Midtown is doing an excellent job, and I feel very comfortable knowing if anything goes wrong, it will be addressed in a quick and professional manner.
RESIDENT
Natasha Wilhelm Calais Midtown Resident Since 2017 Calais Park Lofts has a terrific and caring staff that ensures FANTASTIC maintenance service. Thank you for the quick response to a non-emergency. It’s like having our own handyman.
Candi Stickney Calais Park Lofts Resident Since 2018 The gentleman that handled my dryer issue was awesome. He fixed it correctly and then when he was done, he continued to fix various items he noticed needed some love. This is the absolute best service I’ve ever received since living here. He asked me if anything else needed his help and happily fixed that request too! I got more fixed today than I’ve had fixed the entire five years I’ve lived here. He is very helpful, friendly and knowledgeable.
I am not unique by any means, but I do have a super awesome job! I am a surgical neuropsychologist. Basically, I stick needles in people’s brains and Enrique, our maintenance fellow, did something today monitor their nerves during surgery! that I’ve not seen since moving here almost four years It When is a he super stressful job, but I love ago. was cleaning the walking areas, he also cleaned near my door with the blower. He moved my the different experiences everyday! If front door mat and replaced it nice and neatly back you ever need surgery or your nerves where it belonged. Many, many times I have opened my monitored am the girl ya! door after othersI have blown thefor area, and they left my mat all topsy-turvy or lying up against the wall. I have mentioned it several times to the workers, but they just ignore me. I am told that they are not to begin cleaning Coles Crossing the yards until 9 am, but that is disobeyed, and often they start at 8:30 disturbing my Resident Sincehusband 2018 who sleeps late. I wanted to give Enrique “kudos” for doing such a splendid job.
Kaitlyn Cooper
Melanie Walley Cobblestone at Eagle Harbor Resident Since 2017
now that’s funny
Brenda Nolan Campion Woods Resident Since 2014
The weirdest thing I have seen from a prospect was during a tour. The prospect was looking for a two bedroom with carpet. Once we got to the apartment, I started to go over all of the features and, when I turned around, he was laying on the floor. It was very awkward and, me being me, I just pretended not to notice and continued going over apartment features.
95% of residents
agree that submitting a ZACH BETTENCOURT / CALAIS PARK LOFTS EXPERIENCE LEADER, BETTER service request is LIVING easy.MANAGER / EMPLOYEE SINCE 2016
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Our team noticed during a recent fire and safety pre-inspection that one of our youngest residents was starting to outgrow the Pack ‘N Play bed he’s been sleeping in since birth. Junior is a real bundle of energy, always up for a high-five, and he’s usually the first to roll into our resident events in a bright red Little Tikes Cozy Coupe. We found out at our Wings ‘N Brew event last week that Junior recently turned two. After his mom told us that he’s becoming a restless sleeper because his bed is too small, we knew we had the perfect idea for how to WOW them both. We bought Junior a new crib and mattress, a convertible crib that will turn into a bed as he grows older. Our amazing maintenance team spent the afternoon assembling the crib. We called Lauren, his mom, down to the office to pick up “a package” and she was shocked and overcome with emotion when she saw Junior’s brand new bed. Three days after we set the crib up in Junior’s bedroom, Lauren sent us the following email: “I just wanted express how thankful we are for the crib you got our son, Junior. Last week was an extremely tough week for us. Things didn’t seem like they were going up until I got phone call from Irene saying I had a “package” in the office. I can’t even put in words the impact it had on us, and I really don’t think I could thank you all enough. Being here at Zang Triangle has been amazing from the jump, and we are so blessed to call it our home. Junior loves his new bed! He is sleeping completely through the night. Thank you a million times for everything y’all do!”
LAUREN & JUNIOR RESIDENT
MATTHEW THARRETT, RACHAEL DERRING
Citrus Run Resident Since 2018 Resident Since 04/09/2018 I had a piece of furniture which was given to me after the flood which was very heavy, so I couldn’t move it. Carlos came by and asked if they could move it in for me. I was very sick that day, but the following week Eric and the new guy moved it in and set up my tv. They are just wonderful; any time I have a problem, they get it taken care of right away. They even take care of many things that aren’t a problem, like the furniture. They are always willing to help, do a great job, and have a great attitude. They are the best maintenance staff I have ever had.
Susan Royal Coles Crossing Resident Since 2015 Jason Jones went above and beyond the call of duty when fixing our A/C unit. He was very friendly and explained everything he was doing while working, even doing a deep clean on the unit to make sure we were getting the best air quality possible. He also noticed that a few of our vents had been installed backwards and took the time to put them the right way. This small service made a 100% difference in the temperature in our apartment. Give him the highest of kudos, for this is absolutely one of the best maintenance experiences I’ve ever had! We are going to ask for him any time there is an appliance issue because we know we are going to get the best service possible.
E X P E R I E N C E
ZANG TRIANGLE
Jamie Scarlett
R E S I D E N T
ROOM TO GROW
Mike not only just completed a renewal inspection of my apartment, but he also fixed a few minor things right away when I brought them up. It’s always nice to see him at the complex, for he is friendly, smiling, and today was very helpful. Shelby from the office is helpful as well.onderful to have a positive, nice staff.
Jamie Bain Links at Windosr Parke Resident Since 2016 I want to give Jason of the Maintenance Department a shout out. I was unable to get hot water in my master bath, and he came by within ten minutes of me notifying the office. He knew just what to do and not only cleared the obstruction blocking the hot water, but he also cleared the line. Now I will not have to worry about this issue coming back. Great Job Jason!
Michael Searcy Links at Windsor Parke Resident Since 2017
EMPLOYEES
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RESIDENT
now that’s funny Well, this was not funny to me at all...It was a very cold and slippery day in Houston. Right as I was telling a prospect to watch her step over a slippery ice puddle, I was the one who ended up falling. STEVEN KING / SILVERBROOKE EXPERIENCE MAKER, BETTER LIVING MANAGER EMPLOYEE SINCE 2017
This morning when I tried to go to the gym, my car battery was dead. Completely dead. Frantically wondering, “what am I going to do now?,” I quickly realized this is Gateway North, and we have the best folks around. To my rescue came Maintenance Manager Ali Kikic. It took 5 minutes for him to charge the battery, and off I went. What a guy! He cares about the residents. Thank you very much Ali.
Ulf Ahlstrom Gateway North Resident Since 2017 Our last three services requests were resolved by the kind, respectful, quick and willing Louis. He exemplifies exceptional customer service even when we added additional, minor requests on top of our original ones. He is the perfect example of great customer care.
I’m the author of the best-selling books, Stop Saying Yes to Mr. No Good and Dear Brown Girl: Letters of Life & Love, which on Amazon and in Barnes&Noble. I’m also the CEO of Readjusting My Crown and the Young Leaders Tribe.
Karlicia Lewis St. Andrews Resident Since 2018 I just submitted a maintenance request and realized how ‘secure’ I feel about the process. We have had some minor things repaired since moving in. Maintenance is always (1) punctual, (2) helpful and informative, (3) kind about completing the repairs, and (4) going above and beyond with the quality of their repairs and even tackle other minor issues they realize when taking care of the initial request. It seems that these guys really enjoy their job and enjoy helping the tenants. They are AWESOME! Also, the office staff is pretty amazing. You guys have been BY FAR the best staff I’ve ever rented from. Thank you!
Elizabeth McKinney Venue at Hometown Resident Since 2017
Kenny Rosiclair Park 9 Resident Since 2017
RESIDENTS RANKED VENTERRA IN THE TOP 10% OF ALL COMPANIES FOR MAINTENANCE SATISFACTION
I’ve been experiencing some issues with the AC unit for the past several weeks. Unfortunately, I don’t return home until after office hours are closed, and I’ve had to call emergency maintenance on three occasions. Adonis has come out the last two times and he is great. Despite having to come after-hours and during his evenings, he shows up with a great attitude and is eager to help. This last time, I requested to be updated on what came of the inspection. He went out of his way to leave a handwritten note in my unit explaining what the issue was, how they fixed it and how they’re continuing to monitor it. The next day, he saw me in the parking lot and made a point to come over and make sure I received the note and was updated on the situation. I truly appreciate his willingness to help, his positive attitude and his commitment to ensuring my request was granted. Give a huge thanks to Adonis!
Brianna Handy Valencia at Westchase Resident Since 2017
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E X P E R I E N C E
The best way to service our residents is to make sure their homes are maintained correctly and efficiently. One of the main reasons people lease apartments is for a lifestyle free of Lowe’s and Home Depot.
Barry Taylor-Young The Palazzo Experience Leader, Community Manager Employee Since 2014
The Park at Waterford Harbor Experience Leader, Community Manager Employee Since 2011 We don’t shy away from doing the work, having tough conversations or confronting issues because we would rather not deal with it. The easy way out now may become the hard way tomorrow. We take the time necessary to do things correctly, have candid conversations and take on the challenges, right now! .
Allen Rafieha Experience Leader, Operations Manager Employee Since 2006
TONY’S SCOOTER
ESTANCIA AT MORNINGSTAR SMILING TONY RESIDENT
STEPHANIE BURNS, JORGE NIETO EMPLOYEES
We understand that resident interactions are opportunities not obstructions to our success. Every pleasant interaction is another chance to build a relationship, gather some WOW intel or simply to engage a resident in comforting conversation. Looking forward to these encounters sets the stage for us to better enjoy what we do. Simply understanding the impact that our positive attitudes have transforms “completing a service request” into an exceptional service experience for our residents..
Joey Bruce Experience Leader, Senior Director of Technical Services Employee Since 2007
Ten-year-old Tony is always smiling and super cute. He likes to chat up the maintenance team as he and the other kids explore and play in the community. Unlike the other kids, he doesn’t have a bike or scooter, so occasionally Tony musters up the courage to ask Jorge if there is an abandoned bike he could use. He insists it doesn’t matter how beat up or weathered it is, any bike will do. A scooter would be great too. Jorge and Stephanie considered smiling Tony’s request and knew an abandoned bike wasn’t the solution. Tony deserved something new and shiny. A razor scooter was promptly ordered and delivered. The day it arrived, Jorge told Tony that he must follow him to the office because he was in trouble. Even then, Tony just smiled and followed along. At the office, Tony was surprised to discover the new scooter waiting for him. Happy and thankful, he eagerly rode his scooter away.
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Crystal Bradford
E X P E R I E N C E
Service Requests are the biggest opportunities for us to provide a positive impact because this is where we show the resident how much we care and how we take care of their needs.
93
RESIDENTS RATE OUR TEAMS
4.5 OUT OF 5
FOR MANAGEMENT GENUINELY CARES ABOUT MY CONCERNS AND NEEDS AS A RESIDENT
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THE RENEWAL EXPERIENCE When someone renews their contract, we get as excited as Ms. Markle did when Harry dropped to one knee and popped the question. “Yes!”, is what we say when residents sign their renewal. A Renewal is the biggest compliment we could receive; it means that our residents feel that we care, they trust us, and they are choosing to continue calling Venterra home.
E X P E R I E N C E
now that’s funny Many moons ago, I was helping cover leasing at a property. A prospect came in, so I got up to say hello. The guy told me that he’d been in before and just wanted to take a look at the apartment before putting his application in. I got his ID, grabbed the keys, and we went across the property. When we got in the apartment, he reached into his satchel and began pulling out what looked like folded up paper. He began laying them on the ground, unfolding as we went. Turns out, the prospect had taped pieces of printer paper together to make outlines of his large pieces of furniture (couch, bed, dining table, etc.) and we spent about an hour in the apartment while he placed these outlines and moved them around.
Daniel Hamann Experience Leader, Senior Director of Asset Management Employee Since 2012
We have lived at the 4123 Cedar Springs for two years, and we are in the process of transferring to a larger apartment. The staff goes above and beyond to assure that my family lives comfortably. Ramon makes fair decisions pertaining to rent and amenities. Will, Victoria, and Simeon always patiently, pleasantly, and willingly serve. In addition, I can’t say enough about our maintenance staff; they are an integral part of making the 4123 Cedar Springs a great place to live.
Lezlie Tarvin 4123 Cedar Springs Resident Since 2016 I have lived at Calais Park Lofts for almost five years, and I love it here because the office staff rocks! Jenna is an awesome Office Manager, so kind, caring and gets the job done. I know I can always count on excellent customer service when I have a concern. Thanks for everything you do.
Dione Edwards The Cape at Grand Harbor is a fantastic property to call home. I’ve lived here for nearly five years and can’t imagine renting anywhere else. The office staff is wonderful, polite, efficient and extremely professional. I have never had a concern, question or issue unresolved. The maintenance staff is also efficient with all the work they perform. The community surrounding The Cape at Grand Harbor has grown tremendously over the past five years as well, making the experience living here even more enjoyable. The office staff provides regularly scheduled on-property events ensuring an enjoyable stay. You can’t go wrong living at The Cape at Grand Harbor.
Todd Hannah The Cape at Grand Harbor Resident Since 2015
R E S I D E N T
At Venterra, the Renewal Experience is a never ending focus where our property management teams continuously work towards providing excellent living experiences to our residents. At Venterra, the Renewal Experience is more than just residents electing to live at our communities for another year. It’s a chance for our property management teams to show appreciation and renew upon our Venterra promises. Our teams place great focus on our residents’ day to day experiences and to see this materialize into positive renewal interactions is a great compliment.
E X P E R I E N C E
ALLISON KOLOWICH / THE PHOENIX / EXPERIENCE LEADER, COMMUNITY MANAGER / EMPLOYEE SINCE 2017
Calais Park Lofts Resident Since 2014 My renewal process was a breeze because this is absolutely the best leasing team I have ever worked with. They are always professional and friendly, knowledgeable and informative. Maintenance is responsive and swift to resolve all my issues. This team does everything possible to ensure that our community remains a good place to live. I am happy that we renewed our lease.
Caridad Vargas Estancia at Morningstar Resident Since 2017
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We are always our best during the tour, leasing and move-in processes, but it’s important to keep the good experience going throughout their stay, even if we don’t hear from our residents often.
Olga Kosterina
Teresa Heeney
Falcon Square at Independence Community Manager, Experience Leader Employee Since 2012
Ventana Community Manager, Experience Leader Employee Since 2007
It’s important to introduce yourself to residents and discuss the importance of the renewal procedure. And it’s great to ask if there are any other issues that need to be addressed when they are renewing their lease. I always tell them how proud I am to be a part of The Palazzo, team, as well.
Jason Edwards The Palazzo Maintenance Manager, Experience Leader Employee Since 2016
PUPPY LOVE
WESTOVER OAKS DANIELLE RESIDENT
MELISSA CORDAWAY EMPLOYEE
96
By the time our residents renew their lease, we have gotten to know them quite well. We meet their families and learn their interests. Knowing them personally helps make their experience extra special.
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V E N T E R R A
Mike not only performed a renewal inspection of my apartment, but he also fixed a few minor things right on the spot. It’s always nice to see him at the complex because he is friendly, smiling and very helpful. Shelby from the office is also helpful. It’s wonderful to have a positive, nice staff.
Jamie Scarlett Citrus Run Resident Since 2018
Danielle has lived at Westover Oaks for two years and loves it. Recently, she renewed for a second time but was a little stressed because she was in the middle of a job change and had adopted a new puppy, so she was worried about her high renewal. We were able to negotiate a lower renewal rate which calmed her nerves, and we WOW’ed her with a PetSmart gift card with a three-month subscription to Bark Box allowing her to spoil her new puppy. She was so ecstatic and couldn’t believe that we cared so much for our amazing residents. Danielle now frequents the office with Kyzah, her puppy, to show off the Wonder Woman costume she bought using her PetSmart gift card.
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THE MOVE-OUT EXPERIENCE Some of our biggest brand evangelist are our previous residents. That’s because we don’t say goodbye. We say, “We’re here if you ever decide to rent in the future.” In fact, over 1,000 Venterra residents have left and retuned over the last 10 years. We are 100% invested in the next place our residents choose to live and are even known to hire movers for residents in an effort to help them accomplish their goals! And, exclusive to Venterra, we’re the only ones in our industry that continue to pay a referral fee – even after moving out! The biggest compliment we can get is when a previous resident decides to come back home to Venterra… and that’s why we’re always here to welcome them back with open arms.
E X P E R I E N C E R E S I D E N T
EMPLOYEE
I have worked for several management companies over the years, and none can compare to Venterra. Venterra truly cares about people, not just its residents, but they care about their employees too! I’ve worked for places that didn’t care about either one or just one. I enjoy what I do, where I work, and who I work with!
Tracy Ruthstrom Preserve at Old Dowlen Experience Leader, Community Manager Employee Since 2007 1 0 T H
E D I T I O N
97
Most properties are nice during the leasing and move-in stages, but it takes true caring and customer service to want them to have the absolute best experience even when they are leaving us.
Kelly Levesque St. Andrews Experience Leader, Community Manager Employee Since 2013 Moving can be a very stressful time. It’s costly and no one likes to pack and then unpack. We shouldn’t heap added stress onto residents upon move-in and move-out.
Christi Higueros Silverbrooke Experience Maker, Better Living Manager Employee Since 2015
My entire stay at this apartment complex was simply the best. The staff makes you feel as if you are the only tenant in the complex. Sharlene and Alex went over and above taking care of our every need with patience and kindness. I am sad to leave, but I will recommend The Fairways at Southshore for EVERYONE who needs an apartment in League City!
Rufus Crowder Fairways at South Shore Resident Since 2017 Falcon Square was amazing, and I have already recommended it to friends looking to move to the Orlando area. The apartments and grounds are beautiful, well-kept, and the maintenance team is quick to respond, friendly and will fix EVERYTHING. The location is nice and convenient. This is the best community I have ever lived in, and I am sad to leave!
I have lived here for three years and have been very happy. The staff is amazing with their friendly and personable ways, and they are ALWAYS accommodating! Maintenance is prompt and takes care of the problem, and the outside grounds and pool are very well taken care of. I am definitely going to miss living here! I highly recommend this property!
Freddie Looney Belterra Resident Since 2015 The community was wonderful, and I lived here for seven years. I want to give a big shout-out to Kaelea for helping me through the move-out process and Bess for turning in my notice. She has been excellent, always smiling every time I see her. I will miss Kelsey and Nelson who are two great maintenance guys that did everything professionally and always had time for small talk when I saw them. Stacy and the new leasing agent have been awesome as well, and Stacy was definitely a smooth transition from the past manager. I would recommend Venue at Home Town to anyone looking for an apartment.
David Blake Venue at Hometown Resident Since 2013 Crystal was extremely helpful in answering all my questions and concerns upon move-out, and she did an excellent job at ensuring my statement was accurate. She willingly worked with my budget to ensure I wasn’t financially over-extended because of my move. Thank y’all for everything!
Jesse Saldivar Park West Resident Since 2017
Brooke Hertzbach Falcon Square at Independence Resident Since 2017
now that’s funny I had a prospect use the bathroom in a vacant unit we were showing. She snuck into the bathroom during the tour and then became upset with us because we did not have any toilet paper in there for her to use! SHELBY MCGINNIS / CITRUS RUN APARTMENTS EXPERIENCE MAKER, BETTER LIVING MANAGER / EMPLOYEE SINCE 2015
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TIMBER MILL RHODA
RESIDENT
BRENDA GRASHA
Rhonda was in the process of moving when she came in to ask if she could take the grab bars we had installed for her to her new apartment. Apparently, the management at her new community would only install grab bars if she purchased and provided them and she could not afford them. Since Venterra had purchased and installed them for free, Rhoda asked why “that management” would charge her for them. I explained the Venterra difference and reiterated how much we care about our residents’ needs at Venterra. I decided right then that it makes sense for me to purchase the grab bars for her. Rhoda was moving for personal reasons, but I still care for her and her needs. We purchased the bars and delivered them to her. I called a couple of days later to check in with Rhoda and to ask if the bars were installed correctly. Rhoda was all set and thank us for helping her out and for thinking about her.
R E S I D E N T
EVEN WHEN MOVING OUT, WE CARE.
EMPLOYEE
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M AT TER S E R S WO W W OW MAT M AT TER S E R S WO W W OW MAT M AT TER S E R S WO W 100
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W M T W M T W M
W OW M ATTE M AT T ER S W T ER S WO W W OW M ATTE W O W M AM T ATTET ERRSS W T ER S WO W W OW M ATTE M AT T ER S W 1 0 T H
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WE DON’T JUST TELL THEM WE CARE.
WE SHOW THEM. In 2008, 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 residents. After the overwhelming success of WOW, in 2015, Venterra launched a complimentary program called WOW-EE – where Venterra Experience Leaders were given the same resources to create WOW moments in the lives of our employees. The stories you will read are not only inspiring but also show a culture that demonstrates exceptional experiences for our residents and employees. Everyone at Venterra focuses on the “Experience” which is why we incorporated it into job titles. If you are a resident or employee, an exceptional experience is what you will get.
I love that our WOW culture inspires me to Make a Difference When it Matters Most. Venterra employees are wired to think differently: we hear a need, we see a struggle, we notice a want, we discover an event to celebrate or an unfortunate experience to comfort, and we respond in the most caring, genuine way possible. I have personally been inspired to be a better person by the examples of kindness, love and compassion I see from our employees. Many times, I read stories from our employees and think ‘WOW, how can I be a little more like that?’ At Venterra, we really do care more. Johnna Bacak Experience Leader, Customer Experience Specialist Employee Since 2008
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4123 Cedar Springs Experience Leader, Community Manager Employee Since 2005 The WOW program has allowed residents to be truly surprised and thankful they live at Venterra. We have a resident that has lived here eleven years, and we surprised her with tickets to her favorite concert. She was completely shocked and so appreciative. The look on her face was priceless!
Brooke Brewer Axial Buckhead Experience Leader, Community Manager Employee Since 2017 I think our WOW program is amazing, for it shows how much we care about our residents. So many people have different stories, come from different backgrounds, yet the decide to make their home at our communities. I think it’s phenomenal that we are encouraged to take a moment and find ways to WOW our wonderful residents, showing them that they are more than just a rent check coming in every month.
WOW-EE has a special meaning to me. Not only does it provide an opportunity to WOW our employees, but it can oftentimes include our families. I will never forget how Stephanie Gonzalez WOW-ee’d me, as it affected my family, too. Every year, I am part of the Kickoff Committee and am gone all week to make preparations and to attend both parties. This almost always falls on my daughter’s birthday, and she is always really upset when I’m not home for her birthday. When I do get home, I always make it up to her with a party, but it’s still a sad time for her. One year, I told Stephanie about how Kendall, my daughter, wanted a Pomeranian puppy for her birthday. Now, this was not going to happen since we already had two dogs, so I just laughed it off and said “no way man”. Well, to my surprise, Kendall got a package from Venterra! It was a stuffed Pomeranian puppy and a note that said “Kendall, your mom is out of town working on your birthday every year. We just want to say thank you and realize it must be hard for you. Happy birthday! -Venterra”. Kendall was so excited! Just a simple conversation led to such a big impact. It wasn’t a big elaborate gesture, but to see Kendall’s face, you would have thought she opened up gold! That is what WOW-ee means to me: a simple gesture from the heart; someone listening. My daughter and I will never forget the way that made us feel.
Kimberley Baker
Kristi Gillespie
Bala Woods Experience Leader, Community Manager Employee Since 2009
Experience Leader, Portfolio Collections/HOA Manager Employee Since 2003
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Ramon Gonzalez
W O W
A resident recently told me “I restored her faith in humanity.” I will never forget those words. I know I made an impact for good in her life, and that makes me so happy!
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FLYING HIGH
LINKS AT WINDSOR PARKE DAWN WILLIAMS EMPLOYEE
I have been getting my physical fitness through The Art of Aerial Silk Ropes for over a year. I took eight classes a month, and it was glorious; however, in October, due to changing financial circumstances, I had to cancel my contract. I had not been to a class in over two weeks and could feel the difference. When I became a recipient of a WOW-EE, I was touched by my team’s kindness. Looking in the gift bag, I saw a paper that read I have three drop-in classes, and tears immediately came to my eyes. To realize that I work with such an amazing group of people that really know me, touches me deeply. They really know how to create a smile on my face. That night, I signed up for class and told my instructor and classmates about the experience. They got chills, too. This really was the BEST heart-felt gift!
SNOWBOARDING FUN My fiancé and I were taking a trip to visit my parents in Oregon, and he had never been to my home town before or even that far west. On top of visiting family, we wanted to celebrate our two-year anniversary, so we decided to stay at a ski lodge for a couple of days on the very top of Mt. Hood. Because of the expense of planning our wedding, we were trying to be responsible with our money. My team understood our dilemma and decided to surprise me with two tickets for the cosmic snowtubing we wanted to do. It was an absolute blast! This was perfect. My fiancé and I were very thankful for their kindness. It felt great to share how wonderful my team is with my family and fiancé.
FALCON SQUARE AT INDEPENDENCE JORDAN CURRIER EMPLOYEE
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BIKING WITH BABY!
W O W
M AT T E R S
Last week we had the pleasure of WOW-EEing our amazing Maintenance Manager, Luis. He recently became a dad for the first time, and we wanted to deliver the perfect surprise. We learned his hobbies are bicycling, long-boarding and rock music. One day, he also mentioned how he missed going out for bike rides and couldn’t wait to take his baby girl out for her first ride. We planned a staff lunch and invited his wife to participate. While we were eating, we had his baby girl sit in the trailer and mommy wheel her in. Luis’ reaction was priceless. Now he can dust off the cobwebs on his bike and go out for a ride!
PRESERVE AT COLONY LAKES LUIS MORALES EMPLOYEE
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HOMECOMING PRINCESS MUST HAVE A DRESS PRESERVE AT COLONY LAKES STEFANI RESIDENT
DARLENE SEALE FABIOLA CELADO LAUREN RICHARDSON LINDA CHAVEZ MELISSA EDWARDS EMPLOYEES
THE PROBLEM
THE WOW MOMENT
Stefani, a high-school senior, wanted to go to her last Homecoming dance, but didn’t have a date and said she wasn’t sure if she felt comfortable; her mother didn’t have much extra money for a dress.
We surprised her with a trip to the mall. We found her the perfect dress, got her ears pierced, then got a matching set of earrings, necklace and bracelet, and then had dinner. After we left the mall, we found a nail salon still open and got her a manicure to finish her Homecoming look.
THE EPIPHANY Even though Stefani didn’t ask for anything, we knew how important senior year activities are and didn’t want anything to stand in Stefani’s way of being able to take advantage of every opportunity.
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THE RESULT Stefani was able to go to the Homecoming dance, all decked out in her dress and jewelry. While she didn’t have a date on her arm when she walked in the door, we’re sure the confidence Stefani had from her new dress and jewelry landed her a turn or two around the dance floor.
E X P E R I E N C E
When he got off work that day, he frantically started looking for another apartment, closer to where his job actually was, and his furniture was coming in just two days! Coles Crossing caught his eye. He explained his situation and informed me that he had just two days to find a one-bedroom apartment, with an attached garage, in a quiet community, close to a gym. He noticed Villas Sport Athletic club and Spa, just up the street from us and made up his mind that his daily routine would be going to work, going to the gym, and getting a bite to eat. He also mentioned how he thought going to a gym would be a great way to meet new friends, being that he had no family or friends in the Houston area. We were able to find him his dream apartment and get him all moved in before his furniture arrived! I just kept thinking to myself, ”I wish there was something else I could help with.”
William was so calm but I knew how overwhelming this had to have been for him. A week after he got all settled in, I called William to let him know he had a package in the front office and really it was a gift card for the enrollment fee and first month’s membership to Villa’s Sport Athletic and Spa, with some additional goodies to enjoy his work outs, of course. He was so happy to receive this WOW! He explained how we made this whole unexpected transition so smooth for him and this gift was just the cherry on top!
W O W
William mistakenly leased an apartment downtown close to his new job at SYSCO... except he was actually scheduled to start at the SYSCO location in Cypress, over an hour away. With only 2 days until his furniture arrives, he had to find a place fast.
M AT T E R S
FIND & MOVE IN TO AN APARTMENT IN TWO DAYS!
COLES CROSSING WILLIAM RESIDENT
TRINITY SCOTT EMPLOYEE
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A FAMILY REUNION
ST. ANDREWS JOSHUA ATKINS EMPLOYEE
January 2018 was the first time I had seen my mother and younger sister in six years. They both saved up and bought plane tickets from Baltimore to come see me. It was such an amazing and wonderful time full of laughs and good memories, and I was very sad to see them leave, especially since my wife was seven months pregnant, and I wasn’t sure when we would see each other again. A couple weeks later, my manager took me to lunch, and I told her of the wonderful visit from my family, sharing how I was hopeful in seeing them soon but mourning the impossibility of it because of our financial situation. On my birthday, my manager called me on the radio to come to the office for a “meeting”, and I walked in to them singing happy birthday.
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On the counter were two envelopes. One was my birthday card, and the other was an amazing surprise. They had WOW-EE’d me by purchasing plane tickets for my mom and sister to visit us after our baby was born. How amazing is that? I did not know how to respond because I was overjoyed. My beautiful angel daughter, Meadow, was born, and my family came to visit my little bundle of perfection; they fell immediately in love with her. It was an amazing time, having my family there to see and hold Meadow. I am forever grateful to my entire property staff for planning this and surprising us; I cannot be happier and more blessed.
E X P E R I E N C E
PRESERVE AT COLONY LAKES LINDA CHAVEZ EMPLOYEE
W O W
I am a huge fan of the Houston Texans but sadly have never been able to attend a game, so I was blown away when Fabiola gave me a special birthday surprise - two tickets to a Texans vs Cowboys preseason game, the game I wanted to see. I was so excited and couldn’t believe I was finally going to see my team in person. To make the day even more special, I got to take my oldest son with me, and we had so much fun together! I sincerely appreciate this experience, and I’m so happy to be a part of this Venterra family, a team that truly cares for one another.
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2 TICKETS TO A COWBOYS VS TEXANS GAME
I WENT TO A LUKE BRYAN CONCERT! Everyone in the office knows I love Luke Bryan, so they came up with the best idea EVER and surprised me with two tickets to the Houston Livestock Show and Rodeo to go see him! I was touched by their thoughtful gesture, and they made it possible for me to take my favorite person, my daughter, with me. We had a blast attending both the rodeo and concert. Thanks, Venterra and the Team at Preserve at Colony Lakes.
PRESERVE AT COLONY LAKES DARLENE SEALE EMPLOYEE
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BEING THERE WHEN IT MATTERS VILLAS AT NEWNAN CROSSING MR. & MRS. FUAD RESIDENTS
MEGAN WILLIAMS, SIERRA SITZMAN EMPLOYEES
THE PROBLEM Mr. Fuad’s wife had a heart attack, and he needed to get to the hospital to see her but didn’t have a way to get there or a key to lock his apartment. As if that wasn’t enough, they were living with their son who was struggling to care for them, specifically when cooking meals was involved.
THE EPIPHANY We knew that we had to do more than help him get to his wife.
THE WOW MOMENT We took Mr. Fuad an extra key and gave him rides to the hospital over the next few days. We also got a care package together made up of two new toboggans for Mr. Fuad, who always wears a toboggan (even when it’s 85 degrees outside), some blankets, a get-well card and balloons for Mrs. Fuad, and $100 in gift cards to different restaurants, and a package of stuffed grape leaves, Mr. Fuad’s favorite. We also got in touch with Meals on Wheels and set them up to receive meals every day.
THE RESULT Mrs. Mary made a full recovery, is back home, and is doing great! The entire family is grateful for the ways we eased a difficult situation and make a difference in their lives going forward.
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NEW WASHER & DRYER FOR FREE!
BALMORAL VILLAGE MS. SHARON RESIDENT
BRANDON BEAM, CHRISTOPHER COWART, CALVIN JONES, RICHARD RUSSELL, KRISTY KOCH, LILI CROHN EMPLOYEES
One day I was sitting at my desk and heard a strange, dragging noise outside. When I looked out the window, I noticed Ms. Sharon dragging her laundry basket behind her. She was unable to carry her laundry anymore and had rigged a belt to make a handle. We decided that we wanted to make her life easier and remove the need for her to be taking her laundry to the laundry room at all! That day, our Maintenance Manager Chris bought her a new washer and dryer and we were able to get it set up in her apartment! The whole team jumped in to help organize her laundry room, and when she went home and saw it, she was so thankful that she no longer has to drag her laundry to the laundry room!
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TURNED INTO A GATOR FAN FOR A DAY!
AXIAL BUCKHEAD SAM
RESIDENT
BROOKE BREWER, AMANDA TAYLOR, DESIREE BERMUDEZ EMPLOYEES
am has been a resident at Axial for 20 S years now! He is always coming into the office to talk with us, bring us some fresh fruit from his farm in Florida, or to grab a hot cup of coffee. Sam is an avid Florida Gator fan and is always (literally 99% of the time) wearing something Florida Gator-related. It was his wish that I (Brooke Brewer, the avid Georgia Bulldawg fan) wear a Florida t-shirt and go to lunch with him at his favorite restaurant across the street.
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If you are from the South or are a fan of the SEC, you know how big of a deal this is. Well, Sam’s wish came true today. This ultimate Bulldawg fan, put on a Gator shirt for a whole 5 minutes, just to hear Sam actually say “WOW” and to put a huge smile on his face. We also got him a Florida Gators tumbler for his coffee and a gift card to a restaurant he always raves about. He was so excited and appreciative. Thank you for your continued residency, Sam, but you will never see me wear anything Gator-related again!
E X P E R I E N C E
MAKING LIFE COMFORTABLE
REBECCA RESIDENT
KRISTY KOCH, LILI CROHN EMPLOYEES
THE PROBLEM
THE WOW MOMENT
After being diagnosed with breast cancer that had spread to her hip, Rebecca was being forced to lay in an uncomfortable position for hours on end.
We purchased the perfect 6” mattress topper with memory foam, a new set of sheets, a blanket and a pillow, and snuck into her home while she was at a doctor’s visit. We also left her kitchen stocked with soups, supplies for meals, and her favorite candy.
THE EPIPHANY We knew that we had to find a way to ease her discomfort.
W O W
M AT T E R S
BALMORAL VILLAGE
THE RESULT Rebecca was thrilled when she saw her gifts and was so grateful that we took the time to help make her more comfortable.
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I GOT ASTROS VS REDSOX TICKETS!
COLLEGE VIEW GUSTAVO LUNA JOSE PADILLA EMPLOYEES
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When Crystal gave Gustavo and I tickets, we were both surprised and excited to go the Astros vs. the Red Sox game. Together, my entire family and Crystal’s family watched the game, making it a great night! We took lots of pictures and after the game watched fireworks. This is a memory that Gustavo and I will always cherish in our hearts. Thank you Crystal and Venterra for such a wonderful gift; we are proud to be a part of the Venterra Family.
V E N T E R R A
E X P E R I E N C E
W O W
One morning, after arriving to work, I immediately opened up our model units and prepared them for the day. When I came back to the office, my Community Manager Jessica and Better Living Manager Christi had set up a display of items that represented all my favorite things: a wooden map art piece, a metal model airplane, my favorite beer and a gift card. All of it was perfect! My family loves to travel, so the world map was amazing. I am a huge fan of craft beer, so I was excited. Flying is my favorite hobby, and I’m only 20 flight hours away from receiving my commercial pilot’s license, so I was touched by the plane. The most important part to me is the message and intent behind this special act of kindness. All the gifts were accompanied with a sign thanking me for my hard work. Never have I worked at a place that expressed any sort of employee appreciation, and it is even more awesome that Jessica has taken the time to get to know me and remember my hobbies. Her vested interest in my growth and development as a Venterra employee is something I will always remember and appreciate.
M AT T E R S
FLYING HIGH
SILVERBROOKE JACK STUCKO EMPLOYEE
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A SECOND CHANCE THE CAPE AT GRAND HARBOR SUE
RESIDENT
JENNIFER RATAJCZAK EMPLOYEE
THE PROBLEM Sue needed a new apartment and a new job; a second start.
THE EPIPHANY Along with finding her a new apartment, we wanted to help her move and get ready for her new career.
THE WOW MOMENT We surprised her by paying for a moving company and setting up a two-day Leasing 101 class as well as connecting her with our temp service. When she completed her class, we presented her with a framed quote to put on her desk.
THE RESULT Sue is settled into her new home with her leasing certificate in hand and is on her way to a career in the mutlifamily industry. She is eternally thankful for our help and said we gave her a brighter future.
PAW PATROL TO THE RESCUE! A group of emergency services dogs, led by the cutest little boy named Liam, have some upcoming adventures soon in the live-action ”PAW Patrol” event at the Tobin Center for the Arts! Liam rides his PAW Patrol bike to our office almost every day and stops in a quick chat. We look forward to his visits and since he loves PAW Patrol, we decided to surpise him with VIP PAW Patrol tickets for him, his Mom and Dad! We also included valet parking for the show. On March 8th, these heroic pups worked to protect the community with the cutest firefighter ever, Liam. ”No job is too big, no pup is too small.”
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VENTANA LIAM
RESIDENT
EVELYN CARDENAS, CASSIE PUENTE, JENNIFER MENDEZ, PRIYANKA SEQUEIRA, TERESA HENNEY EMPLOYEES
LAS VEGAS, HERE SHE COMES THE PROBLEM
M AT T E R S
Ms. Margorie was going to see her brother in Las Vegas, but she was nervous because it was her first trip alone since her husband passed.
THE EPIPHANY I knew I had to do something to make her trip better.
We all hunted for information about what places she likes to visit in Las Vegas and the condition of her current luggage. We purchased a hard-shelled, wheeled suitcase (exactly like the one she had been wishing for), tickets to a Las Vegas show called “Hypnosis Unleashed” and a gift card for a little Vegas spending. I also worked with her son to create a memory bracelet with pictures of her husband so that a little piece of him was with her on this trip.
W O W
THE WOW MOMENT
THE CAPE AT GRAND HARBOR MS. MARGORIE RESIDENT
JENNIFER RATAJCZAK EMPLOYEE
THE RESULT Ms. Margorie was able to enjoy a wonderful trip to her brother’s house and was so happy to continue building memories with him and his wife.
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LICENSE TO DRIVE THE EPIPHANY
TIMBER MILL
We knew we had to help him get his Texas license.
ANTHONY RESIDENT
BRENDA GRASHA
THE WOW MOMENT
EMPLOYEE
THE PROBLEM
Having moved to Texas from Nevada, Anthony needed to get his driver’s license changed to Texas. DPS insisted he retake the written and driving tests, but he didn’t have a car.
I drove Anthony to the DPS office and loaned him my car for the test. During the hour long wait for his turn to take the test, I took Anthony to breakfast and let him practice driving my car so he could get accustomed to it.
THE RESULT
Anthony walked out with his Texas license. He profusely thanked me, all the way back to Timber Mill.
A GOOD NIGHT’S SLEEP THE WOW MOMENT
TIMBER MILL
I searched for a small set of steps that would help and found a single-step stool with a high arched handle on one side, perfect for her needs. We took Ms. Rose by surprise when we delviered her present to her.
MRS. ROSE RESIDENT
BRENDA GRASHA, LARRY DANIELS EMPLOYEES
THE PROBLEM Mrs. Rose mentioned that she was sleeping in her recliner in the living room because her bed was too high and she can no longer climb in.
THE EPIPHANY
THE RESULT Ms. Rose can easily climb into bed and get a good night’s sleep. She couldn’t believe that we took so much time to make sure she was taken care of. She said we gave her a bit of her life back.
I knew I had to find a way to help Mrs. Rose get back into her own bed.
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COLES CROSSING KAY
RESIDENT
MICHELLE BERRONES EMPLOYEES
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W O W
One of our long time residents, Kay, is such a sweet lady and is always coming by to say “Hi”. She works as a pre-school teacher at a private school and has recently been talking about her hours being cut, worried about her income becoming too low. Kay came in one day and said that everyone at work was going to dress up for Halloween and that all the teachers decided to be princesses. She asked if we had, or knew anyone who had, a costume she could borrow. She said she would take any sort of gown or suggestions for a DIY costume. I asked her to sit down so we could look at ideas together. How fun! Princess Leia really stood out to her and was sure she could create a costume with a white gown. I was going to make sure she didn’t have to do that and ordered the Princess Leia costume that Kay liked. I was so excited to call her when the package arrived! She came in and when I gave her the costume, she could not believe I had done that for her. I made her promise to send me a picture, but I snapped a few of her when she got her package. It was a perfect fit!
M AT T E R S
PRINCESS LEIA KAY
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WHAT A CATCH After receiving fishing poles, our team celebrated:
SOUTH SHORE LAKES EDGAR DELCID JOSE GOMEZ MIGUEL CANAS LUIS HERNANDEZ EMPLOYEES
JOSE: I loved it! We even went fishing after work on Monday
as a team with our new poles!
LUIS: I was very surprised because my old pole broke recently
so it was good timing.
MIGUEL: I was very happy and surprised. I love to fish! EDGAR: I felt very happy. That was such a nice surprise and
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thoughtful gift.
E X P E R I E N C E
A VACATION SAVED
TOWN STATION LOFTS M AT T E R S
MOHAMED SAID
W O W
EMPLOYEE
This past summer I had the Disney suite booked for a family vacation. My sons, Said and Yassin, were so excited to go to for the first time.
It was such a surprise when the team WOW-EE’d me with a trip for the whole family to Wet n’ Wild Emerald Point Water Park.
Unfortunately, due to unforeseen circumstances, we had to cancel our vacation, and the whole family was crushed. Although it was out of my control, I felt like I had let them down. Everyone at work knew how disappointed we were and felt bad that we couldn’t go, so they decided to cheer us up.
My kids were beyond excited. It was an extremely hot summer, and a day at the water park was just what we needed. It warmed my heart to know that my team wanted to do something to make up for our canceled trip. It wasn’t Disney this year but it sure was fun!
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ASTROS TICKETS & APPAREL FOR THE FAMILY THE CAPE AT GRAND HARBOR KEVIN, JEANETTE AND ZACHARY RESIDENTS
JENNIFER RATAJCZAK EMPLOYEE
THE PROBLEM
Kevin, Jeanette and their 5th grade son Zachary moved into The Cape at Grand Harbor in May of 2017 after a series of curveballs. They lost their home in a house fire and Jeanette’s epilepsy returned so she was unable to finish the State Nursing Exam or find work. Unfortunately, Kevin had to take on extra odd jobs to make ends meet.
THE EPIPHANY
Knowing that money was tight and how tough starting a new school can be, we had to do something to make this time easier.
THE WOW MOMENT
We purchased two weeks’ worth of school clothes for Zachary and purchased tickets to an Astro’s game, game day apparel for all three of them and took care of all the little details like parking and concessions.
THE RESULT
The family was so grateful that with everything going on in their lives, feeling like they were struggling on their own, that we cared enough to help. Kevin was in tears, thankful that we helped get Zachary schoolready, and the Astros game gave them a chance to enjoy a small window of time without worries.
A DAY TO REMEMBER THE PROBLEM
VENTANA
Recently Mary and Joe gained guardianship of Mary’s two younger brothers. The couple was constantly trying to find fun things for the boys to do because they wanted to create happy memories, but the legal expenses were taking a toll on them.
MARY & JOE RESIDENTS
TERESA HEENEY, PRIYANKA SEQUEORA, CASSIE PUENTE, EVELYN ARDENAS, JENNIFER MENDEZ EMPLOYEES
THE EPIPHANY
We decided that a day at Fiesta Texas would be the perfect place for them to have a fun day together.
THE WOW MOMENT We surprised Mary and Joe and the boys with the season passes for unlimited fun. He was speechless, and the boys’ reactions were off the charts!
THE RESULT
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Mary and Joe were able to connect as a new family and create a summer of memories together. T H E
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E X P E R I E N C E
FAIRWAYS AT SOUTH SHORE LAUREN RESIDENT
CHARLENE CARBAJAL, ALEX CHACON, KELLEY TUIASOSOPO, MIKESHA JACOBS
W O W
ne gloomy day, one of our newest O residents, Lauren, came into the office to grab some coffee. She was very apologetic about it and went on to explain that her Keurig had stopped working. She was really bummed out because she absolutely loves coffee and cannot live without it. After she left the office, I immediately told our Better Living Manager, Alex, that we had to surprise her with a new one; and that’s exactly what we did. I went out to get her a brand new Keurig along with some other goodies. When I got back, and got everything ready, I proceeded to check-in a “package” for Lauren so we could surprise her, and boy was she surprised. She was seriously in shock and couldn’t believe that we had done this for her! Lauren was so grateful that she decided to thank us publicly, on her Facebook page, to let all of her family and friends know how grateful she was.
M AT T E R S
MUST HAVE COFFEE
EMPLOYEES
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BEACH FRONT RESERVATION IN MY NAME
My birthday was coming up and while I typically don’t do much, this year was different because I was entering a whole new decade. I really wanted to have fun for my 40th birthday and mentioned it }to my Community Manager, Maried, not thinking much of it. I was totally surprised as I walked into a decorated office with an ice-cream cake, which is my favorite, and opened my gift. Maried had made a reservation for me at a beach-front resort. I couldn’t believe it! I haven’t been part of the Venterra family for very long, but I’m so happy to have found this wonderful team. This gift didn’t just put a smile on my face, it put a smile on my heart.
COBBLESTONE AT EAGLE HARBOR RACHEL BLAND EMPLOYEE
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E X P E R I E N C E
OLD SCHOOL GAMER VILLAGE WALK SERGEY KIRILLOV
I quickly saw he purchased a CLASSIC NES replica with a bunch of the classic games for me. Knowing from our many conversations that I also love to hike, kayak and take part in many outdoor activities, he also bought a Dick Sporting Goods gift card, a Gameboy Keychain and a cool Nintendo t-shirt that read “Old School”.
W O W
Ish had been asking for a while about my hobbies, including my childhood ones. He even invited me to lunch at random, but I did not think too much of it. One day, I came into the office after a few service requests, and he asked me to take a strange package to a resident’s apartment, claiming the resident wanted me to open the package before I delivered it to make sure it was what they ordered. I thought this was odd because the package was tightly packaged with a ton of tape, and I feared it could be anthrax or some other weird substance – I could be getting set up. Ish kept egging me to open it and started laughing which gave away that this was no resident request, so I went ahead and opened the package. He was just getting me back for all the pranks I love to pull on our little work family.
M AT T E R S
EMPLOYEE
I was blown away by this generosity and the fact that management really cares and thinks about their employees. Lunch is more than enough to show employees that they are appreciated, but Venterra takes employee appreciation up a notch by personalizing thoughtful surprises. I appreciate that my manager made a point to get to know me and remember my conversations. 1 0 T H
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A TRIP HOME TO CHINA
THE PROBLEM
THE WOW MOMENT
Wendy moved to San Antonio about a year ago. The house she was renting unexpectedly flooded when a sewage line broke so she came to Westover Oaks in desperate need of a new home, and we were able to find her the perfect one bedroom. This year she was up for renewal when we learned that she was also still mourning the loss of her husband from two years prior. She is still trying to make a life in San Antonio since her husband’s passing, however she felt that she just could not catch a break. And to make matters worse, Wendy wasn’t going to be able to pay for this year’s trip home to China to see her family.
After gathering some intel on Wendy’s preferred travel plans, we bought her a $500 American Airlines Gift Card! We also WOW’d her with a passport holder, luggage tags, a toiletry bag and a travel laundry bag.
THE RESULT Wendy was able to fly home to see family she so desperately missed. We’re so happy to make it happen for her
THE EPIPHANY We wanted to give Wendy that break that she so desperately deserved! With no family in San Antonio, her only chance of seeing her family was to go home to China, so we knew we needed to help make this happen.
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V E N T E R R A
E X P E R I E N C E
WESTOVER OAKS WENDY
RESIDENT
BEATRIX MUELLER MELISSA CORDAWAY VANESSA SULLIVAN NICOLE WINFIELD EMPLOYEES
THE WOW MOMENT
Tina, a quiet resident that we all care for dearly, called me crying one morning and asked for my help. Knowing that I was a pastor’s wife, she asked me for help writing her mother’s obituary, as she had just passed away. I lost my father this past year and knew the hurt she was experiencing. Trying to be strong and making sure they are honored can be exhausting both physically and emotionally. Tina planned on sending the obituary in, but wasn’t sure she could make the funeral in New York since she really couldn’t afford it.
While Tina was working on the obituary with my husband, we presented her with a VISA Gift Card to cover her flight to New York, some flowers and a card. She was stunned by the generosity, but we reminded her quickly that that’s what family does! We take care of each other.
THE EPIPHANY I told Tina I would be happy to help her with the obituary, but that my husband would be better qualified and willing to help. She agreed, and we set up a meeting at my office for later that afternoon. We also knew that we needed to make sure she was able to get to New York for her mother’s funeral.
THE RESULT Tina was able to honor her mother with a beautiful obituary, and she was able to attend the funeral and celebrate her mother’s wonderful life!
W O W
THE PROBLEM
M AT T E R S
A FLIGHT TO NEW YORK
BALMORAL VILLAGE TINA
RESIDENT
CHRISTOPHER COWART LILI CROHN KRISTY KOCH EMPLOYEES
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A SPECIAL BIRTHDAY GIFT
COBBLESTONE AT EAGLE HARBOR GREG BOOTH EMPLOYEE
I have always been considered a private, quiet, reserved person, neither requiring nor desiring attention, wanting to just focus on the job. However, my world revolves around my grandchildren, and I like to talk about them. I have been in the apartment industry since 2004 and never have I experienced such joy as I did when Maried presented me gifts to give my granddaughter. In casual conversation, I had mentioned I was excited for my granddaughter’s upcoming birthday. We discussed how she enjoyed playing a princess and what a joy it was to see her do that. On the day before her birthday, Maried called me to the office as she had something to discuss.
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When I entered her office, she handed me a large bag and said she wanted to do something special for my granddaughter and provided some pretty clothes and princess dolls for her. She saw this as a chance to WOW-EE me, and I was instantly overcome with such happiness in my heart. The culture of actually caring for employees and discovering what’s important to them rather than just getting work out of them is incredible to me. My granddaughter was thrilled to receive such special gifts “from papa’s work” and enjoys them to this day. It is indeed a reminder of how this company really goes the extra mile and that in turn makes people like me want to reciprocate with my performance.
E X P E R I E N C E
MY OWN PERSONAL KEURIG
W O W
My co-worker asked me if I was going to buy another one, and I told her I would but that I needed to wait for a month. A few days later, I came back from lunch and, to my surprise, on my desk was a brand-new KEURIG along with K-cups, a K-cup holder, my favorite coffee creamer and a cup. I was SO SHOCKED! I feel like I know about everything that goes on in the office, but they sure did surprise me. I am once again enjoying my morning coffee and am thankful for such an excellent company that encourages such acts of kindness like this.
M AT T E R S
Every day I bring coffee to work with me, but on Monday morning when I went to my kitchen to make coffee, I realized my Keurig refused to work! I tried EVERYTHING, even youtubeing a solution. When I came to work that morning, I was bemoaning the death of my Keurig.
PRESERVE AT COLONY LAKES LAUREN RICHARDSON EMPLOYEE
1 0 T H
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EVERY 4 YEAR OLD WANTS A LAND ROVER CARLYLE PLACE APARTMENTS ANDRES RESIDENT
MAYRA DE HOYO EMPLOYEES
THE PROBLEM
THE WOW MOMENT
When Andres came into the office with his mom, I asked him if Santa brought him lots of presents for Christmas. He replied “No, not a lot, just a few. There are many boys and girls that Santa has to take presents to, and we have to make sure there are enough for all the other children”. Despite being so considerate for other kids, he seemed disappointed that he didn’t get more.
I headed to Toys R Us to purchase the most amazing ride-on Land Rover, equipped with FM Radio, working headlights, and cushioned seats! That night, my 13-year-old son assembled it and my three-year-old took it for a test drive. We were all set. That Saturday my three eldest kids and I delivered the Land Rover to Andres and, after a few moments of jumping up and down, he hopped on his new ride and took his birthday present for a spin. We hung out with them for a while as Andres tried out his new wheels.
THE EPIPHANY When I learned that he would be celebrating his 4th birthday that same weekend at Chuck E. Cheese, I decided I wanted to do something to reward his humbleness. I decided I was going to crash his party and take him the best gift ever!
THE RESULT Andres gave us all a hug and big thank you. He said it was the coolest because it reminded him of the cars in Jurassic Park, his favorite! We sure made Andres’ fourth birthday was one he will not soon forget. Every chance he gets, he drives it to our office to pick up packages with his parents and to thank us again for the thoughtful gesture.
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SOPHIE MUST GET AN AMERICAN GIRL DOLL! BELTERRA ERIN DOBIAS EMPLOYEE
THE PROBLEM It was Jessica’s six year old daughter, Sophie’s, birthday and she was expecting a package in the mail. She was new in town, and this package was the only gift Sophie was going to receive for her birthday, but unfortunately, it was lost.
THE EPIPHANY I felt terrible for Jessica and her daughter. I thought, I have to get this girl a package in the mail so she can have something to come home to and open!
THE WOW MOMENT I ordered her an American Girl Doll, the book that doll was in and a change of clothes for the doll. The doll looks just like Jessica’s daughter, and I thought it would be perfect! I had the package delivered straight to Jessica’s apartment, and her daughter was so excited!
THE RESULT We were able to save Jessica’s daughter’s birthday, and we received the following thank you: “I just wanted to say thank you to you and your staff for giving my daughter Sophie an American Girl doll. She was so excited! You all went above and beyond, and thank you so much for that! It made her day yesterday.” - Jessica
M AT T E R S
RESIDENT
W O W
JESSICA & SOPHIE
TREE PARK LOVE STORY ark and Richeal are a couple who met here at Tree Park while walking their dogs. M One day, I got a phone call from Richeal. She asked me if I knew a guy named Mark and if I did, would I call him and ask if he remembered her. She asked me if I would give him her number and ask him to call her. Of course I knew Mark. I hung up with Richeal and called Mark. I explained that Richeal called and wanted to know if he MARK & RICHEAL remembered her, he said he did, so I went on to explain that she asked me to pass RESIDENT along her phone number and asked him to call her. He said he would call her right AMBER CONNORS away! Flash forward a few weeks and they came in the office and told me they had started dating. How exciting! A love story here at Tree Park. Six months later, they EMPLOYEE moved into one of our townhomes together and I knew I wanted to do something special for them on their moving day. I remember Mark mentioned that Richeal loves wine and that he was a Bud Light kind of guy. So, I got a nice bottle of wine for Richeal and a case of Bud Light for Mark, and two frozen pizzas - a simple, easy dinner after moving day. They loved the small gesture!
TREE PARK
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COFFEE CONNOISSEUR
FOREST VIEW ASHLEY JOHNSTON EMPLOYEE
It was a blustery day in August when my new manager was perusing the office for improvements. I was pouring myself a cup of coffee from the office coffee bar when he remarked on my expression after my first sip of coffee, observant fellow. Our coffee is not grand, but it does provide the jump for the day that I need. Many years before he was a coffee connoisseur and said that there are more savory coffees in the Old World. He had a glint in his eye but kept his thoughts to himself. Later, a parcel was delivered to our office, and my manager gave it to me.
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Upon opening it, I discovered a most curious object. He said he sent for it from France, and it was a coffee press. From his office, he produced some freshly ground coffee beans for us to try on my new device. It made the most wonderous smell as it brewed, and he poured a cup of coffee that instantly transported me to a beautiful French cafĂŠ along the Seine. I treasure the gift from my manager and named it French Press.
E X P E R I E N C E
MY TEAM, MY FAMILY TIMBER MILL PATTY MARTIN
Now that his shoulder is damaged, he can no longer lift himself in and out of cars. This was making it a challenge to get the fresh food he likes for preparing our meals. Brenda and Larry knew this about him and decided to surprise us with an “Uber-eats” gift card. We appreciate the kind gesture and ease of having our favorite restaurants deliver food to our door. Thank you Venterra for looking out for your employees!
W O W
My husband Bobby and I have been married 19 years, and we make time to be together as much as possible. One tradition we have is eating lunch together every day. He likes to cook to make sure I get good homecooked meals. In April, he was heading home when someone came across three lanes of traffic, hitting his van, lifting it in the air, running over signs on the road and traveling quite a distance. The side airbags deployed, damaging his ear and left shoulder. Our van was totaled. Since he is in a wheelchair, his arms and shoulders have to do the jobs his legs cannot.
M AT T E R S
EMPLOYEE
PEDI PARTY WESTOVER OAKS MELISSA CORDAWAY EMPLOYEE
The girls and I knew Vanessa was planning something when she texted us all to bring yoga pants to change into the next day. She kept saying we were having a “photo shoot” which made us nervous. We arrived to work in the morning, whispering our own theories of what she could possibly be up to when Vanessa came out of her office with gift bags for each of us that included bright pink flip flops and other treats. She then revealed she was sending all the girls (Bea, Nicole, Margarita and myself) to pick up Starbucks and then off to get pedicures! She stayed behind to handle the office while we all pampered ourselves. We could not believe it. Vanessa has always been incredibly thoughtful and even nurturing, but this was not expected. I was so excited and felt appreciated and loved. 1 0 T H
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A BIRTHDAY TO REMEMBER VILLAS AT NEWNAN CROSSING MR. DON RESIDENT
MEGAN WILLIAMS, TONYA DIX, ANNE HOVEY EMPLOYEES
THE PROBLEM Mr. Don, a developer who lives in our community, was alone on his birthday, missing his family including his two adult children who live in Oregon.
THE EPIPHANY There was no way that we could allow this great man to spend his birthday alone, so we wanted to give him a birthday to remember!
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THE WOW MOMENT We called Mr. Don and told him that we wanted to take him out on the town for his birthday. He was so surprised and excited and quickly accepted our invitation so we got to work. We bought him some candy and a giant coffee cup personalized with his favorite Starbucks coffee. We all called our spouses and told them what we were up to and that they needed to meet us that night to celebrate. Mr. Don met us in downtown Newnan where we enjoyed the jazz music and then went to dinner at The Cellar. We ate on the patio and enjoyed the night getting to know our new friend Mr. Don even better.
THE RESULT Mr. Don had friends surrounding him left feeling very special..... as he should on his birthday.
E X P E R I E N C E
3 BEDS FOR 3 BOYS RESIDENT
STEPHANIE BURNS, MEGAN CURRY, MICHELE BUDZ, JUAN PEREZ, JORGE NIETO, ALFREDO GODINES EMPLOYEES
THE PROBLEM
Chelsea and her three sons, all under the age of seven, have been our residents for almost 2 years. While chatting with her one day at the bus stop, we learned that one of her sons didn’t have a bed and therefore slept on the floor. She said that she was hoping to save up enough money to buy some bunk beds.
The thought of her little boy sleeping on the floor touched our hearts and we knew we had to get him a bed ASAP.
THE WOW MOMENT
We did some shopping at Nebraska Furniture Mart and found the most amazing solution: A Triple Decker Bunk Bed! Who knew they even made such a thing! We made arrangements to assemble the bunk beds in the boys’ room and when they and Chelsea saw them, they were blown away!
THE RESULT
Chelsea was overwhelmed with gratitude and relief and now all three boys have a comfortable bed to sleep on.
A CHRISTMAS MIRACLE CHAMPIONS GREEN SANDRA RESIDENT
ALYSSIA SCHULTZ, JENNIFER GLENN, MIGUEL GARCIA, CRISTINA CUTINO EMPLOYEES
THE PROBLEM
As we were completing a work order in Sandra’s apartment, discussing the cold December weather, we learned that money was tight for this resident, her husband and their three small children. She commented on how difficult it was to make ends meet since moving to Atlanta and that she was thankful she had found a winter coat for herself at the dumpster. She was so kind to offer to fix us something for lunch, even though we noticed only four cans of food in her pantry.
M AT T E R S
CHELSEA
THE EPIPHANY
W O W
ESTANCIA AT MORNINGSTAR
THE EPIPHANY
We knew that we didn’t want this family to struggle, especially during Christmas. We made a list of priorities that we knew they needed: food, winter coats and, of course, something under the tree for Christmas for the kids.
THE WOW MOMENT
We decided to adopt this family for Christmas! We bought winter coats for the whole family, a $100 gift card to Kroger and games, toys and puzzles for the kids.
THE RESULT
Sandra said that God had answered her prayers and that now her children would have warm coats, good food and a great Christmas. She was extremely thankful and grateful to all of us.
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FOR THE LOVE OF SOCCER THE DISTRICT UNIVERSAL BOULEVARD APARTMENTS PAOLA & DIMAS RESIDENT
RACHEL SHERMAN EMPLOYEES
One day while walking home from the office, I saw one of our residents dressed beautifully like she was celebrating something. When I talked to her, I found out that she and her fiance’ had just gotten married at the courthouse and were celebraing at home in their apartmetn with their family. I also learned that she and her new husband were hug Orlando City soccer fans and had even played for rec leagues. I decided to give them Orlando-Toronto game tickets as a wedding gift, and they were so surprised and excited!
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PANDORA FOR A SWEET LADY
We couldn’t wait to give her the charms! When they arrived in the mail, we called her into the office and gave her the gift bag. Needless to say, she was in shock! She loved each charm, but the angel wing seemed to touch her the most. She said she has been bragging to her church family and kids about how she felt so much love from the ladies in her leasing office.
W O W
She sounded interested in reviving the tradition of adding new charms so, after she left, I went online to find some that would be perfect for her. We purchased her a cross since we know she is very involved with her church family, an angel wing to represent her daughter-in-law and a letter “A” for her initial.
M AT T E R S
Amy has been a resident in our community for four years and always takes the time to chat with us in the office. One day she noticed my Pandora charm bracelet, and we started talking about the charms. I learned that Amy’s daughter-in-law bought her a Pandora bracelet some years ago and would always buy her new charms. Unfortunately, Amy’s daughter-in-law passed away a little over a year ago, and she had not received a charm since then.
PRESERVE AT COLONY LAKES AMY
RESIDENT
MELISSA EDWARDS, FABIOLA CELADO, DARLENE SEALE, LAUREN RICHARDSON, LINDA CHAVEZ EMPLOYEES
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A FAMILY REUNION VENTANA JORGE MORENO ELIAS EMPLOYEE
Jorge, our porter, has worked for Ventana over 20 years. He comes to work on time every day and rarely takes a vacation. Recently, Jorge’s family traveled to the States from Guatemala to visit for a few weeks, so he took some much-needed time off and jammed packed his days to show them a good time. The first week, Jorge decided to take his family all around San Antonio.
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This week, Jorge’s family stopped in at Ventana to meet his entire work family. Jorge proudly introduced his daughter, son in law, and grandkids to all of us. I thought it would be great to treat them to dinner at Jorge’s favorite restaurant, Sea Island, so I surprised him with a gift card, so he could treat his family to a nice meal before they headed home. He was so appreciative of the thoughtful gesture.
E X P E R I E N C E
STEELERS PRIDE! VILLAGE WALK DONNY WILLIAMS
remember one specific conversation and go out of her way to surprise me in a great way. I have been to many tailgating parties since then and proudly used my gifts to show off some Steeler pride! Thank you Lauren and Venterra for always making us feel appreciated.
W O W
Lauren Moseley found out that I was a HUGE Steelers fan from a previous conversation that we had a couple of months ago. When I made the High Achiever’s list for Q2, she remembered our conversation and went out of her way to WOW-EE me with some Steelers’ gifts including a jersey, flag and playing cards. I was very appreciative of this gesture as I know she has many employees to manage, and it must be hard to keep track of all of our likes and dislikes. She was able to
M AT T E R S
EMPLOYEE
BABY LOVE!
PARK 9
It was a heartfelt surprise to see everyone come together to help my family. Inna turned 4 months recently, and we went through the diaper cakes a few times over. Everything was very much appreciated. We use the car seat every day, and she looks super cute in the outfits the team picked out for her. We’re grateful to work with such caring people, and I cannot say thanks enough!
CLINT WADDELL EMPLOYEE
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KEYS TO SUCCESS ST. ANDREWS SEAN
RESIDENT
KELLY LEVESQUE EMPLOYEE
THE PROBLEM
THE WOW MOMENT
Sean called us in a panic because he was out of town and had lost his keys to his apartment and car. His flight was arriving in San Antonio at midnight, but he had no keys. His request was to see if someone from maintenance could meet him at his apartment around 1:00am to let him in his apartment or if we could leave a copy of his apartment key under his mat.
We didn’t do any of the requested. Instead, Kelly drove to and met with the airport parking manager where Sean’s car was being held and left his keys with the manager. We also went ahead and took care of his parking fees. Afterall, his day had been stressful enough, and we wanted to show our appreciation for him being a Venterra resident.
THE EPIPHANY
THE RESULT
His request was adequate and easy to do, but who wants to spend money to Uber all the way home just to Uber all the way back to the airport at 2:00 in the morning? What we know about Sean is that he is busy and values his time.
Sean had access to his car and apartment just as if nothing happened. No time was lost, which is the most important thing to Sean right now with his busy lifestyle. Sean flies around the world and consults with companies. We focus on making it easier for him to do so.
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COLLEGE VIEW APARTMENTS LYLE RESIDENT
CRYSTAL BRADFORD, GISELLE FAZ EMPLOYEES
THE PROBLEM Mr. Lyle checked himself into the hospital due to some health issues. Unfortunately, his quick visit turned into several weeks, and his car had to be moved from the hospital parking lot or face being towed.
THE EPIPHANY We wanted to make sure that Mr. Lyle’s car did not get towed and made it back safely to College View. We didn’t want him to experience the additional stress of worrying about his car.
M AT T E R S
THE WOW MOMENT We visited Mr. Lyle in the hospital and delivered Get Well Soon gifts including a stuffed animal, balloons, a blanket and a card. Then, we were able to get his car keys and drive his car back home!
W O W
GET WELL SOON
THE RESULT Mr. Lyle’s car did not get towed and we were able to pay a visit to a long time resident that needed to see a friendly face. He enjoyed the get-well gifts and thanked us for being so kind and helpful. And, when he returned home from the hospital the day after Thanksgiving, he returned to freshly cleaned carpet, another gift from us!
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INDEX 4123 CEDAR SPRINGS
COLES CROSSING
11, 84, 88, 95,103
80, 90, 91, 119
APEX WEST MIDTOWN
COLLEGE VIEW
27, 47, 80, 83, 87, 89
47, 114, 141
AXIAL BUCKHEAD
ESTANCIA AT MORNINGSTAR
27, 47, 80, 103, 112
44, 80, 81, 82, 88, 95, 135
BALA WOODS
FAIRWAYS AT SOUTH SHORE HARBOR
40, 69, 78, 80, 81, 82, 85, 103
38, 47, 78, 87, 98
BALMORAL VILLAGE
FALCON SQUARE AT INDEPENDENCE
43, 76, 80, 111, 127
27, 86, 96, 98, 103
BELTERRA
FOREST VIEW
20, 85, 86, 98, 131
131
CALAIS MIDTOWN
FRENCH PLACE
47, 85, 90
45, 81
CALAIS PARK LOFTS
GATEWAY NORTH
75, 82, 86, 90, 95
30, 47,57, 92
CARLYLE PLACE
LINKS AT WINDSOR PARKE
67, 68, 85, 130
10, 27, 39, 54, 82, 85, 91, 103
CARRINGTON AT PARK LAKES
PARK 9
20, 47, 85
92, 139
CHAMPIONS GREEN
PARK WEST
20, 47, 135
89, 98
CITRUS RUN
PRESERVE AT COLONY LAKES
27, 44, 47, 52, 54, 78, 83, 91, 96
47, 53, 103, 105, 106, 109, 129, 137
COBBLESTONE AT EAGLE HARBOR
PRESERVE AT OLD DOWLEN
48, 75, 78, 88, 124, 128
54, 78, 83, 88, 97
COHO
REPUBLIC PARK VISTA
47
47
142
T H E
V E N T E R R A
E X P E R I E N C E
TREE PARK
46, 47
47, 76, 131
SILVERBROOKE
TUSCANY AT LINDBERGH
31, 35, 42, 43, 47, 52, 61, 68, 76, 98, 103, 115
38, 47
SOUTH SHORE LAKES
VALENCIA AT WESTCHASE
39, 47, 82, 120
47, 64, 66, 81, 87, 92
ST. ANDREWS
VENTANA
47, 54, 63, 87, 92, 98, 108, 140
28, 30, 39, 41, 46, 48, 51, 62, 64, 75, 78, 116, 122, 138
10, 28, 54, 76, 103 THE CAPE GRAND HARBOR
22, 47, 76, 95, 116, 117, 123 THE DISTRICT
136 THE DOMINION
11, 47, 53, 67 THE PALAZZO
20, 75, 93, 96 THE PARK AT WATERFORD HARBOR
47, 52, 67, 93 THE PHOENIX
95 THE VININGS
45, 76 TIMBER MILL
VENUE AT HOMETOWN
27, 40, 92, 98 VILLA LAGO
47 VILLAGE WALK
57, 125, 139 VILLAS AT NEWNAN CROSSING
W O W
STONECREEK RANCH
M AT T E R S
SHADOWBROOKE
110, 134 WESTOVER OAKS
96, 126, 133 ZANG TRIANGLE
50, 54, 66, 86, 91 CORPORATE/REGIONAL
27, 28, 30, 34, 35, 36, 38, 39, 40, 41, 43, 45, 46, 47, 48, 51, 59, 63, 66, 71, 74, 80, 83, 87, 93, 95
22, 28, 47, 82, 99, 118, 133 TOWN STATION
47, 82, 121
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