THE VENTERRA EXPERIENCE WOW MATTERS | 11TH EDITION Venterra.com / VenterraLiving.com
FROM THE SENIOR DIRECTOR OF MARKETING & CUSTOMER EXPERIENCE
STEPHANIE GONZALEZ
Experience Leader, Senior Director of Marketing & Customer Experience
WE ARE VENTERRA
Owning, building, and managing apartment communities isn’t about buildings or real estate; it’s about understanding people. We understand that life is happening in our communities: moments are being celebrated, marriages are ending, babies are being born, new jobs are starting, families are laughing, couples are arguing, kids are playing, marriage proposals are being made, friends are visiting, dogs are barking, cats are meowing, Netflix marathons are running, meals are cooking, wine is being opened, games are being played, couples are connecting, and the list goes on.
This is the Venterra Difference: We get it. These moments should go uninterrupted. We are people too, with similar goals and expectations. Whether you’re looking for an apartment or a career in property management, choosing Venterra means choosing a company of people that truly cares. We want you to have more quality time for the things or people that matter most in your life. A couple of examples of how we do things differently are: Employees get their birthdays off, and it’s paid, have access to our Disney Suite near the park, and it’s free, and can take a day off to do volunteer work, and yep, it’s paid. For residents, our online application takes minutes, and we don’t ask applicants to pay anything until they’re approved; coming soon, residents will be able to text in service requests and questions, and we’re actively researching noise reduction solutions for apartment homes. Venterra recognizes that we have an opportunity to positively impact the quality of all lives that we intersect with so that people can get on with what matters most to them. So, go for it – live your best life! We’ll cheer you on and look for ways to help you along the way! This book is all about what we do, how we do it, and our great teams across the Southern US that make it happen every day. We hope you enjoy the read.
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THE VENTERRA EXPERIENCE 2019
THE VENTERRA EXPERIENCE 2019
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ACKNOWLEDGEMENTS This annual publication is only possible through the endless supply of support, engagement and participation from Venterra employees and our customers. This year, in our 11th publication of The Venterra Experience, the stories and articles illustrate how central happiness is to our organization and the impact that it has on our business. We would like to take this opportunity to thank each and every person that contributed by answering surveys, providing feedback, leaving a review, writing on a specific topic, participating in an interview, and sharing your stories. A special thank you to Johnna Bacak for overseeing the project and collecting content to hit deadlines which we know is a lot like trying to keep the attention of a room full of preschoolers; no, actually, it’s worse. Thank you for passion and commitment. This book is about Venterra and is written by the people of Venterra – the best employee culture and customer base an organization can ever hope to have. Thank You,
11 years
RICHARD ROOS | CALVIN LEE-YOUNG | ANDREW STEWART | JOHN FORESI | D R O R G O L D B E R G
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THE VENTERRA EXPERIENCE 2019
G N
E Y N I C E W N E Y N D A R O E L P A I P W M R M A E E O P C X E I N
AWARD WINNING COMPANY
AWARD–WINNING company BEST WORKPLACES IN TEXAS 2nd Year in a Row
TOP 5% OF APARTMENTS IN THE U.S. 7 years in a row on ApartmentRatings.com
Ranked 5
th
Venterra has been selected for a regional recognition for the second year in a row honoring the 2019 Best Workplaces in Texas, a Great Place to Work® Institute Award! Published with FORTUNE, we ranked #5 of 30 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 accolade based on the feedback provided in our 9th Annual Employee Satisfaction Survey. The results led to us becoming “Certified” by Great Place to Work® Institute and eligible to win this prestigious award.
2019 EXPERIENCE EXCELLENCE Kingsley Award Venterra communities selected for the Kingsley Excellence Award outperformed 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. Kingsley Associates is a leader in research and benchmarking solutions in the real estate industry.
Every Venterra community is ranked in the Top 5% of apartments in the U.S. on ApartmentRatings.com, a renter review website. Additionally Venterra communities are rated higher than surounding communities in the same city.
GREAT PLACE TO WORK
4th Year in a Row
Ranked 15th Venterra has been selected again for a Great Place to Work® Institute Award, honoring the Best Medium Workplaces in 2019! Published with FORTUNE, we are #15 of 100 in the medium company category (companies between 100 and 999 employees.) This is the fourth year in a row that Venterra has won this prestigious accolade. Venterra received this great accolade due to the feedback employees provided in our 10th Annual Employee Satisfaction Survey, resulting in us becoming “Certified” by Great Place to Work® Institute and eligible to be a winner of this prestigious award. Given the evaluation for the list is 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. From FORTUNE. © 2020 FORTUNE Media IP Limited All rights reserved. Used under license. FORTUNE and FORTUNE Media IP Limited are not affiliated with, and do not endorse products or services of, Venterra Realty Management Company.
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THE VENTERRA EXPERIENCE 2019
AWARD WINNING COMPANY
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TABLE OF CONTENTS HOW WE DO IT 74
We Constantly Look For Ways to Stay A Step Ahead of our People and Customers Featuring, “WOW Matters”, a platform which enables us to make a difference when it matters most.
78
We Have the Best People and People Make All the Difference
118
Venterra Encourages Living Your Best Life
136
Have Fun Doing It!
146
Take Time Off!
154
Get Recognized!
160
LIFE AT A VENTERRA COMMUNITY
WHO WE ARE & WHAT WE DO Starts with Core Values Featuring John Foresi, CEO
14
Making Home…Better
32
And Vision Featuring Andrew Stewart, Chairman and Richard Roos, COO
18
It Starts With a Simple Foundation.
34
Leasing an Apartment, It’s Fast. It’s free. It’s Freaking Awesome
36
We Lease Retail Space
20
Making This Move, Your Last.
44
We Develop Multi-family Properties
22
No Job Too Big, No Job Too Small
50
We Acquire Properties and Turn Them into Top Rated Communities
24
Is it Too Soon to Say Yes?
56
We Never Say, “Goodbye”, We Say, “Until Next Time”
60
Is it Meaningful Work? Yes!
62
Is it Sometimes Comical? Definitely!
66
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We Listen to our People and Customers Very Well Featuring Venterra’s Better Way platform which gives it’s customers and employees a voice at every meeting.
AND MOST IMPORTANTLY, OUR PEOPLE
THE VENTERRA EXPERIENCE 2019
THE VENTERRA EXPERIENCE 2019
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WHO WE ARE & WHAT WE DO Venterra Realty is a real estate property management, investment, and development company. We’re a company made up of people committed to excellence and to delivering a superior value to our customers. We offer retail space and apartment homes across the Southeast United States and are proud to be called home to over 36,365 renters.
WHO WE ARE & WHAT WE DO
Everything We Do Starts With
OUR CORE values FROM THE 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. Over the next year, we will be expanding into new geographies and we will be starting the completely new construction of our own multi-family properties, the design of which will incorporate the nearly 2 decades of experience that Venterra has collectively acquired in managing diverse multi-family assets.
JOHN FORESI
Experience Leader, CEO
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 out-perform within the multi-family industry. 25 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 a firm believer that adherence to these 7 Core Values has made us an award-winning company that benefits our residents, investors, and an ever-expanding team of Venterra employees.
“Venterra stands out because of its Core Values.I feel that our executives and upper management stand behind our core values. When you have a company that truly shows they are committed to being great leaders, it is inspiring for employees to do the best that they can do.” – Glassdoor feedback
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THE VENTERRA EXPERIENCE 2019
CORE VALUES [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.
WHO WE ARE & WHAT WE DO
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DUSTIN CRANDALL
DROR GOLDBERG
Experience Leader, Regional Better Living Manager, Southeast
Experience Leader, Executive Vice President of Acquisitions Corporate Over the last decade-and-a-half spent in the acquisitions space, there have been innumerate companies that bubble up waxing poetic about their culture and how they do things differently. Most of the time they quickly revert to the norm and fall in line with everyone else. To a large degree, the apartment industry feels like the unabashed application of Friedman economics wrapped in a blue blazer. When the opportunity to join Venterra presented itself a year ago, I was told by a number of people that this company was actually different. We talk a lot, and at all levels, about culture and change and doing things better; but more importantly we actually follow through and do those things. Since joining it has become abundantly clear that where our competitors pay lip service to differentiation, Venterra is genuinely committed to its stated mission. Our seven Core Values aren’t a marketing ploy, they are guiding principles espoused and followed by our team.
Our Seven Core Values are our long-term differentiators, our mission and our vision. It’s okay if you don’t live these values, you just can’t work here.
JOHN FORESI
PRIYANKA ON HUMILITY
I truly strive to embody all of our Core Values, as I inherently believe in all of them, and they align with my own core values in everything that I do. Successful people possess and deliver every single one of our Core Values, and one without the other is shorting yourself, as well as your company and the people you impact. However, I think it all starts with honesty and integrity. That’s why I would choose that one first, and you can build on the others from there.
ANNE ON THE NEVER-ENDING PURSUIT OF EXCELLENCE ANNE HOVEY
Experience Maker, Better Living Consultant Villas at Newnan Crossing, Atlanta, GA It is important to take pride in what you do and make every effort to do your best. It exemplifies to others the importance of providing excellent customer service in all situations. When a resident and/or prospect understands that we are never-ending in our “Pursuit of Excellence”, they can feel confident that they are in good hands and that we care for them and their needs.
Experience Leader, CEO
PRIYANKA SEQUEIRA
Experience Maker, Better Living Consultant Ventana, San Antonio, TX When we are humble, we don’t go out to seek attention or search for validation. Instead, we constantly look for opportunities to make a difference, and always stay open to learning. Humility is the solid foundation of all virtues.
SAVANNAH ON UNPARALLELED SERVICE EXCELLENCE
LISSA ON TEAM FIRST
SAVANNAH ROBINSON
Experience Maker, Better Living Consultant West 46th, Nashville, TN I want us to be the most sought after property in Nashville, and that starts with customer service!
LISSA MAY
Experience Leader, Senior Regional Manager Houston/Beaumont Everyone has strengths and weaknesses. It has been my experience you can build an exceptional team by focusing on strengths. Build on people’s strengths and your team will excel.
NATASSA ON CANDOR AND OPENNESS TINA ON HONESTY AND INTEGRITY
NATASSA ZERVOPOULOS
Experience Leader, Director of Employee Experience, Corporate In my role it is critical that people feel comfortable talking to me, that candidates are getting a true picture of what it’s like to work for Venterra and that I am on the same page as all the managers I work with. This value is pivotal to achieving the open, honest relationship I strive to have with everyone I work with.
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TINA NGUYEN
Experience Leader, Community Manager 4123 Cedar Springs, Dallas, TX Always doing the right thing even if no one is looking! This is how you build the positive reputation among your staff and community.
THE VENTERRA EXPERIENCE 2019
WHO WE ARE & WHAT WE DO
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WHAT WE DO ALWAYS STARTS with vision The Future Of Experience
Change Is The Only Constant ...Or Is It?
FROM THE CHIEF OPERATIONS OFFICER
FROM THE CHAIRMAN
Technology has impacted our lives so much over the past decade and the level of disruption is only likely to accelerate. With that in mind, I recently spent some time thinking about the future and how technology will change Employee and Customer expectations, and how we plan to meet those expectations. How are we going to stay ahead of the curve?
“Change is the only constant”, or so we’re often told. And there’s no denying that change has been a prevalent theme to this past year – with doubtless more to come in the next few years.
Looking at the employee of the future, I believe Venterra is well positioned for success. Our values–oriented culture, support of lifelong learning, commitment to developing our team members, and strong organizational purpose will only be more important to the employee of the future. A paycheck will be less and less what motivates employees to provide exceptional results, so we need to keep building an environment that inspires individuals to be their best. While success in this area will be a never-ending journey, our recognition as a FORTUNE Top 100 Great Places to Work for the 4th consecutive year is evidence that we are heading in the right direction.
RICHARD ROOS
Experience Leader, Chief Operations Officer
On the other hand, I think we have more work to do when looking at the customer of the future. To be successful meeting their expectations, I believe that we need to become great at managing interactions. In the old days, people called or walked in the door, and it was very simple. Technology has created a whole new world of possibilities. We need to cater to shifting customer demands, which will require us to be more flexible and responsive and be willing to rethink how we have handled customer interactions in the past. The following customer touchpoints stand out regarding their importance in the future.
MOBILE STRATEGY For the customer who wants to interact with us through their mobile device, we need to offer all the tools to facilitate this. Whether it is how they do their research, communicate with us, or choose to receive notifications, we will need to offer a seamless mobile experience that meets increasingly high customer expectations. Our mobile strategy will need to be closely interconnected with our Online Presence and Resident Portal which both need robust mobile functionality.
ONLINE PRESENCE
It is hard to imagine a future world where a smaller percentage of our customers visit our website before leasing at one of our communities. Our website must continue to stand out and provide a great user experience that includes easy access to information and multiple options to initiate interactions. While we have made substantial investments in our online presence in recent years, there is more work to be done if we want to be a leader in this key customer interaction area.
SMARTHUB (RESIDENT PORTAL)
Once a customer enters the “resident” stage of their journey, there are numerous interactions that come up from service requests to lease renewals to general information requests. We need to make our customer’s life easier by having great tools and an array of communication options through a resident portal tailored to meet their needs. We will need to differentiate ourselves on being easy to do business with by making every interaction simple and convenient.
Change can be exciting. It brings new opportunities, new experiences, and new perspectives. But it can also be scary; bringing fear of loss of control, uncertainty, and sagging self-confidence. We sometimes wonder if what we are good at will still matter as the business changes. In a recent discussion about how to position the business for the future, founder and CEO of Amazon, Jeff Bezos asks the question: “what will not change in the next 10 years”. Another way of asking this is: “what will still be important in 10 years?” To answer this question, it’s helpful to look back at our history. When we started Venterra nineteen years ago, it was a small team of talented, like-minded people, some early technology and a few good real estate properties. Fast-forward to today. We are now a company of over 500 talented people, managing a portfolio of more than 55 communities in 6 states, worth $2.4B, and with more growth on the horizon. What was important then, is important now and will be in our future: our Core Values, our commitment to great Customer Experience, and a culture that brings out the best in our people. How we deliver these may change, but our focus on them as pillars of strength and competitive advantage will not.
ANDREW STEWART
Experience Leader, Chairman
Technology and social/demographic change will alter the way we do business. This will inevitably change how we deliver value to our customers. So, it’s essential that we lean into opportunities for new processes and skills that help us in that pursuit. This has been our hallmark since the founding of the company. What we have long recognized is that an enduring focus on technology and automation gives us freedom to bring higher value to our work. It allows us to focus on bigger-picture questions, people, management, and creativity. Ultimately, this has resulted in more satisfying work and greater value to our customers. So, as you develop new techniques and skills, remember also your mastery of people skills, problem solving, empathy, and critical thinking. These “softer” skills have been critical to us over the past 2 decades of our existence, and they will certainly endure over the next 10 years. Change is constant. But so are the values, quality, and culture of Venterra people that have sustained us in the past and will guide us in our future.
I am excited about the future that lies ahead. Our customer is rapidly changing, and I see us entering a new phase of our customer experience journey; one that is increasingly technology enabled and focused on innovating customer interactions. Fortunately for Venterra, we excel in both technology and innovation and are well positioned to enjoy continued success in the world that lies ahead. My optimism regarding our future is also fueled by the many employees who choose to make Venterra their “work home.” It is a privilege to work with so many talented people who are dedicated to making a difference in the lives of our residents, prospects, employees, neighbors, and business partners. I very much look forward to meeting the challenges of tomorrow with all of you. Here’s to a great 2020 and beyond! Thank you.
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THE VENTERRA EXPERIENCE 2019
WHO WE ARE & WHAT WE DO
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WHO WE ARE & WHAT WE DO
we lease
RETAIL SPACE
We Love Supporting Our Local Business Owners!
Expect More. Venterra Offers Value-add Services That Others Can’t and Supports Over 53 Retail Spaces Across Our Southeast Markets.
47.6%
23.3%
20.2%
restaurants
salons / beauty
pharmacy JESSICA INMAN
Experience Leader, Commercial Property Manager
Venterra provides retail services totaling approximately 120,000 Sq Ft at our mixed use properties in four different states, setting us apart from other communities by creating a complementary amenity for residents. This partnership creates a live, dine and play experience ultimately enriching our residents’ lives and offering sustainability for local businesses.
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THE VENTERRA EXPERIENCE 2019
WHO WE ARE & WHAT WE DO
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WHO WE ARE & WHAT WE DO
WE DEVELOP
New Growth. New Vertical.
Multi-family Properties
Venterra has had a desire to gain experience in new construction. So, possible build sites where we could add buildings were identified across our portfolio and we went to work. In efforts to develop the section of land, Venterra established relationships with many General Contractors, Architects, and Engineers and completed and leased up our first building.
The completion of the Coles Crossing building allowed Venterra to gain valuable experience and knowledge in construction management. More importantly, it provided Venterra confidence in taking on larger challenges. Venterra has several new development projects on the table, and we are looking forward to expanding this vertical.
JOEY BRUCE
Experience Leader, Senior Director of Construction Services Corporate After carefully reviewing each Venterra asset, through satellite imaging and physical property inspections, it was noted that Coles Crossing, a Garden Style community located in Cypress Texas, offered an under-developed section of land that was ideal for construction.
For more information on Venterra’s new development ventures, please contact Neil Simon at nsimon@venterraliving.com. PAGE 22
THE VENTERRA EXPERIENCE 2019
WHO WE ARE & WHAT WE DO
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WHO WE ARE & WHAT WE DO Venterra is rated in the
We aquire properties and turn them into
TOP 10%
TOP RATED APARTMENT COMMUNITIES
for Management - Overall Satisfaction
Venterra is rated in the
TOP 1%
of the industry for Leasing - Overall Satisfaction
Venterra is rated in the
TOP 10% for Maintenance - Overall Satisfaction
92% of residents rated the
timeliness of their move-in process better than expected
Venterra acquires properties and quickly turns them into Top Rated communities. We own and manage communities across the Southeastern United States. We are home to over 36,365 residents and 4,500 pets. That’s a big responsibility, and we’re committed to doing it with excellence and improving the lives of our residents by delivering an industry-leading customer experience. We’re paving a new way in the industry; one that offers renters a simple and convenient lifestyle.
9 out of 10 of residents say their service request was completed in a timely manner 97% of our residents find our maintenance team friendly
9.5 out of 10
residents agree that the application process is simple and fast
8 out of 10
Surveys are conducted by Kingsley Associates, a 3rd party research and benchmarking solutions firm in the real estate industry.
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residents say that management genuinely cares about their needs THE VENTERRA EXPERIENCE 2019
WHO WE ARE & WHAT WE DO
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LIFE AT A VENTERRA
COMMUNITY
LIFE AT A VENTERRA COMMUNITY
What’s it like
TO BE A RESIDENT AT A VENTERRA COMMUNITY? EMRE COKLAR
Experience Leader, Customer Experience Manager, Marketing Employee since 2019
What brands come to mind when you think “customer experience”? The right answer is “Venterra”, but we’ll give you partial credit if you thought Ritz Carlton, Southwest Airlines, or Zappos. What is surprising is how exclusive of a group the leaders of customer experience are. Most Fortune 500 companies acknowledge how important customer experience is, but they rarely get it right. It seems the trend is to settle at customer service, which is an important piece but doesn’t create memorable experiences on its own. Here at Venterra, we obsess about every touch point, interaction, and event that contributes to our customer experience. Our strategy is straightforward: we listen to our residents’ feedback, identify their expectations, and then we exceed them! But we don’t stop there; We reflect on our delivery regularly and ask ourselves, “How do we make that even better?” We believe that’s what our residents deserve, and this challenge brings a unique excitement to our roles here at Venterra.
100%
ALL VENTERRA PROPERTIES ARE TOP RATED COMMUNITIES
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Venterra has the culture, leadership and infrastructure to be a symbol of customer experience that any industry can look up to, and we are doing just that. The following pages are filled with inspirational feedback we’ve received from residents over their tenure with Venterra. It’s this feedback that inspires us to stay passionate in our quest for finding and implementing solutions for our residents that give them back time, which is what we all would like more of these days. From the beginning of the search process until even after a Venterra resident has moved out to pursue the next chapter in their life, we want it to be the best renting experience they have ever had. But don’t take our word for it. After reading this chapter, we invite you to go to VenterraListens.com, and let us know what you think! Are you convinced? If not, that’s ok – tell us what we can do to change your mind. We welcome your feedback. It’s what got us to our award-winning status today, and it’s what will keep us at the top tomorrow.
Our residents are surveyed through Kingsley Associates, the largest 3rd-party intelligence firm in the multifamily industry, and here is how we measured up: Venterra is rated in the
TOP 1%
for Leasing Process - Overall Satisfaction
ALL VENTERRA COMMUNITIES ARE IN THE TOP 5% OF APARTMENT COMMUNITIES ACROSS THE US
60% HIGHER
Being Valued | Having a Voice | Living Your Best Life
Venterra is rated in the
Venterra is rated in the
TOP 10% TOP 10% for Maintenance - Overall Satisfaction
for Office Staff - Overall Satisfaction
TOP 5%
VENTERRA COMMUNITIES ON AVERAGE ARE RATED 60% HIGHER THAN SURROUNDING COMMUNITIES IN THE SAME AREA THE VENTERRA EXPERIENCE 2019
LIFE AT A VENTERRA COMMUNITY
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LIFE AT A VENTERRA COMMUNITY ARACELI HERNANDEZ
MARY MOTLAGH
Experience Maker, Better Living Manager Park at Waterford, Kemah, Texas Employee since 2015
Experience Maker, Better Living Consultant Stonecreek Ranch, Austin, Texas Employee since 2019
I have been at my community for 3 years now and have watched some of the residents’ babies grow and start school. I have seen residents go through divorces or get married or find their spouse at our community. It’s just the feeling of being a community rather than an “apartment complex.” Everyone is so caring and involved.
AS LUCK WOULD HAVE IT
I love walking people to their new home. People come to us from all kinds of circumstances. From the young person signing their first lease for their first apartment to the empty nesters who have downsized from their family homes to the efficient apartment lifestyle; from the single parent rebuilding after a divorce to the bereft widower who just can’t remain in the home. These are all new beginnings, and I get to be a part of making that new beginning a positive one. It is such an honor to be a part of the new chapter in our residents’ lives, opening a new door after an old door has closed.
Our resident, Angela, was having a tough few days; she lost her car key, missed a job interview, and lost the opportunity to see her son because he needed to cancel his visit. To help brighten her day, a few of us decided to surprise her with a gift basket filled with candles, soaps, and snacks. We were able to lift her spirits and start an upward trend to her luck: she found her car key, was offered the job she wanted, and got to see her son the following month!
PROOF IS IN THE PRINTOUT Our resident, Sarah, had been preparing to start online classes for several weeks. She was so excited until she ran into a major snag. Sarah did not graduate high school, but instead received her GED several years ago from a local college. She told me she needed a copy of her GED in order qualify for a grant she received, which would help pay for her to online classes; however, the college she received it from told her they don’t provide them and advised her to contact the Texas Education System. After several attempts, Sarah could not find the correct contact information and was growing frustrated, knowing the start date for her classes was quickly approaching. One day, while Sarah was in the office, I did an internet search and found the correct website. For just $5.00 she could download a copy of her GED and print it out. While we were waiting for it to print, Sarah stepped out into the lobby. I decided to place the printout in a frame. When I handed it to her, she started to cry, explaining that several family members never believed that she had her GED because she didn’t have a copy to show them. I asked her for her phone and took a photo of her holding it so that she could send it out! What started as a frustrating day ended up being one of the best days Sarah has experienced in a long time!
BRENDA GRASHA
Experience Leader, Community Manager Timber Mill, The Woodlands, TX Employee since 2004
TONYA DIX, MEGAN WILLIAMS, SIERRA SITZMAN, ANNE HOVEY, JOLENE MARKETTE
Villas at Newnan Crossing, Newnan, GA
Residents Agree!
93% PAGE 30
THE VENTERRA EXPERIENCE 2019
Residents Agree!
feel that Venterra genuinely cares about its residents.
94%
LIFE AT A VENTERRA COMMUNITY
agree that Venterra exceeds their expectations!
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HOME IS THE 61
Swimming Pools Welcomed Cannonballs
HUB OF LIFE 9,726
Pets Slept Safely In Their Forever Homes
37
16,139
Resident Lounges Provided “Me” Time
Apartments Were Top Rated
3,100
56
Carports And Garages Protected Vehicles
Bark Parks Provided Freedom To Run
53,106
1,416
59
Fitness Centers Supported New Year’s Resolutions
Residents Impacted in 2019
Community Events Brought Residents Together
1,474
145,816
SMARTHOME Bundles Were Installed
Packages Were Safely Stored In Venterra SMARTPACKAGE Lockers
41
1,343
Boat Parking Spots Waited For Fun
Handyman Service Were Completed
575
WOW Moments That Made a Difference PAGE 32
THE VENTERRA EXPERIENCE 2019
123,682
Maintenance Requests Were Completed In 48 Hours LIFE AT A VENTERRA COMMUNITY
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it starts with a
SIMPLE FOUNDATION
FROM THE SENIOR DIRECTOR OF MARKETING & CUSTOMER EXPERIENCE
Allow the Core Values to be your conscience and the Service Values to be your guide.
As we enter the new world of construction and building apartment communities from the ground-up, I’m reminded that the strength of the foundation is key. It’s the anchor that keeps it strong and steady despite changing climates and conditions. A strong foundation does not crack when storms threaten to destroy it.
JOHN FORESI
Experience Leader, CEO
We began laying the foundation of our customer service delivery goals over 12 years ago starting with a set of Customer Promises and an internal list of Service Values to guide our interactions; and they still exist today. A strong foundation is more than a strategy. I believe it’s a mind-set that can support the ups and downs and turns and twists of a fast-growing company. Our customers rent our apartment homes and live in our communities. They expect things to be Clean, appliances to be kept Working, and amenities to be fully functioning.
STEPHANIE GONZALEZ
Experience Leader, Senior Director of Marketing & Customer Experience
WE PROMISE...
Our customers are getting busier every year, with no signs of slowing down. We recognized this 12 years ago, it’s definitely still relevant today - we need to make interactions as Simple as possible.
[SIMPLE] we make every encounter easy and convenient.
Keep it Clean. Keep it Working. Keep it Simple. These are basic requirements of apartment living and without them as the foundation, it would be difficult to build a successful operations platform that would consistently deliver a positive experience for our customer. With the main foundational pieces in place, we felt we needed a couple statements that spoke to our core values that aim to be the standard of service others in our industry measure themselves against. We wanted our customers to know that we promise to go out of our way to make their experience Exceptional, delivering better than expected solutions. Make it Exceptional. Venterra’s promise to deliver better than expected service was born. Once the basics are met, we will use relevant information and opportunity to make the interaction exceptional.
Finally, we’re always having Fun as we work whether it’s pranks, celebrating successes together over a meal, or even riding mechanical bulls. Having fun is a key element of our company culture and we always look for ways to lighten our customers’ days by extending that fun to them as well. Simple. Clean. Fun. Working. Exceptional. They aren’t sexy. Neither is the foundation we’ll lay for our newest community. But, combined with our Core Values, they’ve proven to be an effective foundation and roadmap for providing a positive experience for our customers for 19 years. Our customer service Foundation is strong. Our Culture is even stronger. If there is one thing I don’t lose sleep over, it’s Venterra’s stability and readiness to expand and grow and I’m grateful to be a part of the experience.
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.
[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.
SEE WHAT OUR EMPLOYEES HAVE TO SAY ABOUT RESIDENT PROMISES KEEP IT CLEAN
KEEP IT WORKING
ERIC BENAZERAF
Keep it Clean is an important one to me – it quietly sends such a loud message! For employees, seeing management do this routinely sends a strong, positive message, and, as I tell everyone, expect that there is always someone watching, so for a resident to be on their balcony or out and about and see the staff grabbing trash off the ground whenever they see it sends a message that we genuinely care about the whole experience, not just getting them to sign.
[MAKE A DIFFERENCE] Deliver WOW!
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THE VENTERRA EXPERIENCE 2019
Timber Mill, Houston | Experience Leader, Community Manager 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 to me.
KEEP IT EXCEPTIONAL
SALLY FLORES
San Antonio / Austin | Experience Leader, Regional Better Living Manager
KEEP IT FUN
CHRIS GRIFFIN
Corporate | Experience Leader, Content and Communication Manager
[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.
BRENDA GRASHA
Silverbrooke, Houston | Experience Leader, Maintenance Manager
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.
I think Keep it Exceptional includes more than the way a property looks, it’s also each interaction we have with our prospects and residents. Treating residents like family, listening to them, WOWing them, and being there when they need us provides residents in our communities an exceptional experience that completely differentiates us from everyone else.
LIFE AT A VENTERRA COMMUNITY
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LIFE AT A VENTERRA COMMUNITY
the way renting
Fast, Free and Freaking Awesome
SHOULD BE
We made a conscious decision to employ Better Living Consultants instead of leasing agents. Because our apartment homes have a profound impact in the lives of our customers and often require a relatively long-term commitment, we feel that focusing on providing Better Living for our residents is of higher importance than simply leasing to them. It is our desire to ensure that we help our customers find the perfect home for their needs, even if it’s not with us. And we have an application process that’s proprietary and unmatched by anyone in the industry – SMARTLEASING. It’s Fast. It’s Free. It’s Freaking Awesome! LEIGH SUBLETT
R E S I DExperience E N T CLeader, H A TDemand : O N Generation E-ON-ONE 2007 W I T H Manager N A U Employee S H E E since N M ANAN When I think about what a great customer experience looks like, I see a frictionless process that allows a customer to move quickly, easily and happily toward their purchase. At Venterra, we strive to meet our customers where they are and reduce their effort in getting what they want; in our case, an apartment that will provide a comfortable home for their family. Examples of ways we can facilitate a frictionless process include making it easy to find us online and in person, having a fast and easy-to-navigate website, helpful communications that guide a customer to the next (not too many) steps, anticipating and exceeding needs and of course, a friendly staff behind it all. Customers are savvier than ever and expect a world class experience at every interaction. We are here to meet that expectation and set the bar higher than ever. I am thankful to work for a company whose values and culture support innovation, embrace growth, and encourage disruption in the status quo in a never-ending pursuit of the best customer experience.
SMARTLEASING is Venterra’s proprietary application process. It only takes 5 minutes and you pay nothing until you’re approved and decide to reserve an apartment. It’s Fast. It’s Free. It’s Freaking Awesome.
RESIDENT FEEDBACK Town Station, Cary, North Carolina
4123 Cedar Springs, Dallas, Texas
This was honestly one of the best experiences I have had when visiting an apartment community. I felt like I was getting a tour of a Disney resort.
The staff is awesome. I came in way too early to rent; I’m still in lease until the end of June, yet the associate who helped me treated me like I was ready to rent! I’ve looked at other places which simply hand me a brochure and say they will be in touch. She actually gave me a tour. I’m very impressed!
JASON CANCINO
Republic Park Vista, Fort Worth, Texas
St. Andrews, Pearland, Texas
JO WAKINS
MELINDA YOUNG
I really enjoyed my experience with Charlotte because of her professional, personable and pleasant attitude. This is what sold me on leasing at this location. I can find the amenities of this property at other locations, but the human interaction is priceless. I look for someone who listens, understands, and is helpful in my personal and professional life. Charlotte provided that top notch experience.
Bala Woods, Kingwood, Texas
Ventana, San Antonio, Texas
Darci is the most upbeat, amazing, and honest leasing agent I’ve ever met. She made me and my husband feel welcome as if we had already decided to live there. Patiently, she allowed us to speak privately to discuss our options. Although we didn’t choose Bala Woods for our new home, our growing family requires extra space, we were very pleased with how well we were received.
I have looked at several places in the area, and I felt like the “make the resident feel at home” experience was lost. Evelyn and Ventana changed my mind. By far, this is the best experience I have had. The staff is super friendly, making me feel welcome. Thank you Ventana!
RESIDENT CHAT: ONE-ON-ONE WITH NAUSHEEN MANAN
Palazzo, San Antonio, TX
Priyanka is one of the major factors for us when considering the property! She knows all the information without having to constantly look things up. Plus, she is engaging and informative without being overbearing - a very fine line to walk.
MEGAN CURRY
QUINTIN JONES
Brecca is an amazing Better Living Consultant. One cold, rainy Saturday when I had terrible luck shopping for apartments, Brecca greeted me with a warm, welcoming smile. She listened to my requests and talked me through my options, helping apply for my apartment. When I moved here in October, Brecca was still amazingly the same wonderful person. She took me to my new apartment and encouraged me to look around. As she left, she said two incredible words, “welcome home.” I really appreciate living in a community where I’m welcomed by those who make it awesome. She is an awesome asset for y’all.
MELISSA KAMPSCHMIDT
I always tell my prospects how Venterra treats me as an employee. I think it really shows a trickledown effect that a happy team makes for happy residents and a happy community!
JOJO ORDUS
LEO SZALKOWSKI
What made you decide to move into a Venterra community?
NAUSHEEN MANAN
Resident Since 2019
Belterra, Ft. Worth, TX
“I moved here from Pakistan and I decided to lease the apartment, site unseen. I only saw it online. When I first spoke with Tiffany, she was a big help. She had a great attitude. I had looked into a few other places as well, but for me, it’s
about the people I’ll be surrounded by, so her personality helped attract me to the property. I only moved to the United States in December. Being here as a visitor is very different from being here as a resident. I am starting a new life here with my daughter so having support to answer my questions makes me feel more comfortable, and I felt supported after speaking with Tiffany.”
Estancia at Morningstar, The Colony, Texas Experience Leader, Better Living Manager Employee since 2017 PAGE 36
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BEN DAVIE
Apex West Midtown, Atlanta, Georgia
Venterra did an amazing job hiring Christine. Not only did she take her time, thoroughly explaining everything to me, but she also made me feel like she wasn’t in a rush to get to the next person. I came in on a busy Saturday, and there were multiple people requesting a tour. Christine handled herself well, especially as she was all by herself. She worked with me efficiently, gave residents their packages, and acknowledged everyone else waiting to get a tour, telling them she would be right with them. She has an amazing personality that definitely made me enjoy my experience here. I even noticed her picking up small pieces of trash while we walked. I can tell that she really cares about what she does, and it truly shined throughout the tour. She wasn’t pushy or trying to sell anything to me like other apartments. I’m not usually one to do surveys, but I had to give her a shout out. I love, love, love Christine!
DILLON LUSK
MICAH WILLIAMS
MARTHA LEON
Tuscany at Lindbergh, Atlanta, Georgia
Carlyle Place, San Antonio, Texas
Tara was extremely helpful, providing us with a VIP tour of three different floor plans within our budget. She showed genuine concern for our needs as well as the needs of our important family member, our Labrador! Not only are we impressed with the property, but her friendliness, explanations and the welcoming atmosphere between staff and residents contributed to our decision to choose Tuscany as our next home.
As a college student renting my first apartment, I had a lot of questions, and Tracy made the leasing process so effortless. She was beyond patient with me, answering every question thoroughly and didn’t mind responding to my emails after hours. The leasing process went smoothly because it is easy to follow, especially for a first-time renter.
ELLEN HART
ROSALYN FORCH
French Place, San Antonio, Texas
Preserve at Colony Lakes, Stafford, Texas
After spending two days running around San Antonio with my parents, we were about to give up on renting. Walking into this place felt like a miracle. Michelle raised our despondent mood to pumped up within ten minutes of walking in the front door. I was impressed to see the details she sent in our follow-up email. No other place came anywhere near the service Michelle gave us. She made our experience!
When I arrived at the leasing office, I received a warm, friendly welcome from Darlene and all of her team members. They are an excellent example of customer service and care, for they go beyond to meet the customer’s needs. Darlene is professional, patient and has a genuine desire for residents to have peace, knowing they are making a great decision. I am happy and love my new home. Thanks Darlene for being a friend through the entire process; you shine like the rock star you are.
JIMMY ASHLEY
Balmoral Village, Peachtree City, Georgia
4123 Cedar Springs, Dallas, Texas
Our leasing Agent was extremely thorough, knowledgeable and friendly. By far, this was the best experience I had while visiting apartment complexes in Peachtree City.
Kelsey made this the easiest and simplest process by going out of her way to ensure I was completely satisfied. After owning a home for 19 years, renting is somewhat new, but she and the rest of the staff made it so easy for me to call it home! I am excited about moving.
DANIEL LERCHBAKER
MARCO FLORES
Bala Woods, Kingwood, Texas
Preserve at Colony Lakes, Stafford, Texas
Serina is the friendliest individual I have ever met, and her customer service is beyond amazing. She is extremely personable and wellspoken about not just the property but the surrounding community as well. She answered every question I had, going above and beyond to make sure I left knowing every necessary detail. Hands down, she is the best representative a company could ask for!
The moment I walked through the doors, I felt at home. Everything was amazing, giving me that “love” feeling. I was sold the moment I met Lauren at her desk. Her funny yet loving personality set the mood of the thorough tour, and the entire staff was great! Other places didn’t seem happy to see me, so I took my residence to Preserve at Colony Lakes
ROBERT HARRIS
SHAUNAE TOLSON
Gateway North, Clearwater, Florida
Silverbrooke, Stafford, Texas
It feels like living at a Disney Resort with all the polish and care!
The community feels like I stepped right into a resort ad, and I want to come home all the time.
ANDREW BASSO
VP of Technology
Change involves risk. You can’t release a new process, a new procedure, or a new solution without risk that something will go wrong, someone will make a mistake, or the solution itself is broken. This risk paralyzes most companies and delays change. Venterra accepts that our pursuit of excellence requires we assume risk and take chances other companies won’t or can’t. A large part of the way Venterra manages risk is by recognizing that we’re a team; they encourage being candid and open, leverage the humility of those involved, and recognize opportunities to pursue service excellence. If we take a chance on an improvement and something doesn’t work, then people let us know, we take it to task, fix the issue as best and as quickly as we can, and then track it to ensure it is resolved. If we trust and help each other, then the business can accept more risk, make more change, grow, and lead the industry. Managing risk in order to improve the company is my biggest passion at Venterra.
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EMPLOYEE FEEDBACK DUSTIN CRANDALL
SAMANTHA HAWXHURST
Dallas / Fort Worth Region | Experience Leader, Regional Better Living Manager Employee since 2015
Southeast | Experience Leader, Regional Better Living Manager Employee since 2017 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!
ALICE KNABEL
ANDREA DANIELS
The Metropolitan, Louisville, Kentucky Resident since 2019
Preserve at Colony Lakes, Stafford, Texas Resident since 2018
When I applied for residency at the Metropolitan, Cindy Brohm was extremely friendly. She even helped me measure the room sizes, so I could be certain my furniture would fit. She is a credit to her profession, a glowing ambassador and the reason I decided that living here would be a positive experience. Kudos Cindy!
Brittney was very helpful assisting us through the application process. Her responses were prompt, professional and efficient. She was very accommodating, allowing us to see floor plans on an extremely rainy day while providing quality customer service, and we are grateful. I look forward to moving in this fall.
It may not be important to most future residents, but I love talking with our prospects about Resident Events. I think it is fun to talk about some of the past events like a Game of Thrones watch party with a Deadpool, the many different Yappy Hours, and even the fun and quirky National Themed Holidays, like National Margarita Day. I find that the prospects will even give their own ideas once they are a resident at the community.
AFTER SCHOOL SURPRISE Shavonte had just signed a lease with South Shore Lakes and was planning on surprising her children with the apartment on move-in day after they got out of school. Kristi and I decided we wanted to make the surprise extra special and have a few gifts waiting for our new residents when they opened the door to their new home. After finding out what Shavonte’s children were interested in, we bought a few toys for them and some bath essentials for her. Surprise! Welcome Home!
LIZETTE AVILA, KRISTI ROBERTS, KIARA AREVALO, EMILY BERTOLINO
South Shore Lakes, League City, TX
CHRIS GRIFFIN
Experience Leader, Content and Communication Manager Employee since 2006 The time, effort, and care that Venterra puts into the prospect experience is truly awe-inspiring. I’ve had the good fortune of watching it change over the last 13 years and am always amazed. Last year, we introduced programs like offering rides to the property via Lyft, offering Virtual Reality tours, installing Touch Screens so that everyone is part of the process, and creating a stronger social media presence. All of these have resulted in a positive prospect experience, not because these items are trendy, but because they meet what the prospect desires. Venterra carefully watches emerging technology and trends to predict what tomorrow’s prospect will expect and leverages our ability to adapt to new technology and be the first to meet or exceed expectations of our prospects. The fact that every decision is made with careful consideration of what the customer wants, what’s good for our company, what’s good for our employees, and whether it aligns with our Core Values continuously illustrates that we as a company understand the importance of experience. With beacons, SmartHome features, and advancements in Bluetooth connectivity, I’m brimming with excitement to see what changes will be made in the next year (or 10) to further advance the Venterra Prospect Experience.
98% PAGE 40
OF PROSPECTS RATE THE PROFESSIONALISM OF OUR LEASING CONSULTANTS AS BETTER THAN EXPECTED. THE VENTERRA EXPERIENCE 2019
FLAGGING ON THE FUN! One of our new Tree Park residents was going through a difficult time. In the midst of a divorce, she was trying to settle into a new home with her two sons. We knew the move was a bit rushed and hectic, so we wanted to surprise the three of them with a fun day at Six Flags to help them focus on something other than their current situation. They were thrilled to receive the tickets and couldn’t wait to use them.
CASSIE ZACCHEO
Tree Park, Flowery Branch, GA
Venterra is
#1
for Overall Satisfaction with the Leasing Process
Venterra ranks
10% higher than the industry average for Ease of Application Process LIFE AT A VENTERRA COMMUNITY
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LIFE AT A VENTERRA COMMUNITY
EMPLOYEE FEEDBACK
PACKAGE
Venterra Has It On Lock!
delivery?
IF IT FITS, IT’S SAFE ...THAT’S OUR VERSION, ANY WAY... In the Age of Amazon, special deliveries, and all that is online retail, we understand the importance of making sure our residents’ packages are delivered and stored securely. With SmartPackage, we take the stress of package delivery away, making the process of ordering things online that much easier. Designed to secure packages that residents can pick up any time of day, our SmartPackage lockers alleviate worry and provide the comfort of knowing that their packages can be picked up when it’s convenient.
JASMINE WOOTEN
STEPHANIE BURNS
Community Manager Town Station and Town Station Lofts | Cary, NC Employee since 2017
Experience Leader, Community Manager Estancia at Morningstar Employee since 2001 On tour, prospects love when we point out the difference between the package lockers and mail lockers. I’ve also heard multiple residents say how convenient it is to pick up their packages outside of office hours - this way they aren’t rushing to get to the leasing office after work.
LINDSEY WERT
Experience Leader, Community Manager Shadowbrooke | Stafford, TX Employee since 2016 We introduced the Smart Package lockers to our Shadowbrooke community this year, and it is a game-changer! The 24-hour parcel pick up amenity offers unlimited convenience for our current residents and their ever-changing schedules. Our residents have peace of mind knowing when they arrive home; their delivery is available with their customized code. We have received rave reviews from our current residents! Future renter’s eyes light up, and they are impressed! Excited to know when they call Shadowbrooke home, this is one of the many things that will enhance their residency!
The package lockers are a big hit here at Town Station. Literally, every prospect will ask how we manage packages here but most of them are shocked when we mention we have the SmartPackage Locker system. I don’t think any of our comps have them yet. So we are able to say, “No longer do you have to rush home after work before our leasing office closes to retrieve your package. We will store your package for free for 48 hours and you can grab them at any time with a simple code we text to your phone.” THEY LOVE THIS. It’s also convenient because some carriers like Amazon or UPS deliver after hours and now the residents don’t have to schedule a re-delivery because we were closed. We have a picture of Cary’s Art and History Center displayed on our lockers.... This is a great conversation piece for those prospects moving from other states - We always give them more info about the Center and let them know to visit.
RESIDENT FEEDBACK TAYLORE CURRY
YOU’RE SMART! TIME TO PLACE YOUR NEXT ORDER.
143,816 packages stored securely
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17
Not just package lockers, BOLDLY DESIGNED SMARTPACKAGE (branding) Lockers!
THE VENTERRA EXPERIENCE 2019
ELIZABETH M.
Shadowbrooke Resident since 2018
Calais Midtown Resident since 2017
Great customer service for leasing agent. The prices are affordable for the area and I really appreciate the package delivery lockers.
We really love living at the Calais! The staff are amazing, and the maintenance team is quick, clean, professional and just great people! We love that every year there is some upgrading or new things being added to the community! The new package lockers are amazing and the new smart apartment features are terrific! Very safe, plenty of parking, great neighbors, and firstclass service! And the Calais loves pets!!!! 3 pets per unit and we have a fantastic dog park and yappy hours!
QUENTIN WHITEHEAD
Town Station Resident since 2019
This beautiful place feels like a resort home. We love all the amenities, especially the postage locker storage. We are so in-love with our home!
LIFE AT A VENTERRA COMMUNITY
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LIFE AT A VENTERRA COMMUNITY
Venterra residents rank us
I LOVE MOVING! said nobody... ever
There are many stressors associated with moving into a new home: the move itself, setup of services and utilities, getting adjusted to a new area, and so on; the list can get long. However, our new residents never have to worry about these things because we’re ready to eliminate those stressors for them. Too busy to mount that flat screen TV in your new living room? Our handy maintenance team will have it mounted in a minute. We’re here to ensure you start enjoying your new home from day one. You can count on us and that is backed by our 30-day Live It. Love It. Guarantee.™
RESIDENT CHAT:ONE-ON-ONE WI T H E D & C YA S H A N E L D E R How do you feel about Venterra’s Pet Policy?
ED & CYASHA NELDER Residents Since 2016 CoHo, Atlanta, GA
11% higher
Making This Move Your Last
“My wife and I have three dogs. After two of our older dogs passed away, my wife wanted to go look at puppies. Everyone knows you don’t just look at puppies. There were two left in the litter and she ended up wanting both of them. I didn’t want to get kicked out for having three dogs, so we avoided the Clubhouse for a few months. One day when my wife was walking the dogs, Kim, the Community Manager, was outside and she ended up doting over the puppies, so I felt relieved knowing they were so accepting of having three
dogs. We utilize the pet spa all the time and the staff always tells us to stop by the office because they have treats for them.
than our competitors for Creating a Sense of Community
TIFFANY BRADSHAW
QUENTIN WHITEHEAD
Resident since 2019 Villas at Newnan Crossing, Newnan, Georgia
Resident since 2019 Town Station, Cary, North Carolina
This is the best move-in experience I have ever had! Anne explained everything so thoroughly and even stayed late to make sure we got settled in properly because we came from another state. Everything about this community is wonderful, and I appreciate the hospitality.
This beautiful place feels like a resort home. We love all the amenities, especially the postage locker storage. We are so in-love with our home!
JANSEN HARRISON
HALEY FILIPPONE
Resident since 2016 4123 Cedar Springs, Dallas, Texas
Resident since 2018 Tuscany at Lindbergh, Atlanta, Georgia
I signed my original lease with the previous property management company and didn’t have a grand experience; however, since Venterra’s take over, it’s been great. The staff is good, always hustling yet smiling. I feel I’m low maintenance and generally keep to myself, yet when I visit the front desk, I am recognized. It is a great customer service experience.
I absolutely love how welcoming the leasing office staff is, calling us by name when we come in to grab coffee and continuously improving the complex. Maintenance is constantly done around the place, food trucks are brought in, new workout equipment provided and four workout classes are offered every week. It is noticed and appreciated. I also love all of the green spaces in the complex. It is so relaxing to sit outside, laying by the pool.
We actually have a lot of interaction with the staff. I remember one Christmas, members of the maintenance staff dressed up like Santa so that residents could take photos with their pets. They’re just very pet-friendly. The whole property is just really wonderful, including the amenities, the location and the staff. It’s almost like a hidden gem.”
We want you to love your new home. If you don’t, we haven’t done our job or fulfilled our promise, and you’re free to move up through the 30th day of your contract. How’s that for a guarantee? PAGE 44
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LISA BLACK
Resident since 2016 Tree Park, Flowery Branch, GA I received a surprise call on Valentine’s Day from Amber at the office. She asked me to come up because I received a package. When I arrived, I received a gift of four tickets to the Georgia Aquarium! What a nice surprise. The staff gave it to me because they noticed how I care for my grandson each day. I can’t thank them enough for the sweet surprise. Keep up the great work!
EMPLOYEE FEEDBACK ARMAND BROWN
ANNALISSA EBUEN
Resident since 2017 Silverbrooke, Stafford, Texas
Resident since 2013 Venue at Hometown, North Richland Hills, Texas
Thank you, Jessica and Stephen in the front office. These two are absolutely amazing. Since we moved in a little over a year ago, they are always incredibly friendly and helpful. They even went out of their way to give us presents to celebrate the birth of our first child. One of the outfits is my wife’s favorite. We cannot begin to thank the office staff enough for their kindness and hospitality. This has truly been the best experience we have ever had in an apartment complex. Keep up the great work!
I recently was upset about a maintenance issue, but Kaelea’s professionalism and caring demeanor as she rectified the situation and educated me on the process was impressive and much appreciated! She could have been unresponsive towards me or just reiterated the rules. Instead, she listened, showed compassion and took care of me with great calmness. As a tenant and customer, that is exactly how I want to be treated, with understanding and respect. Thank you Kaelea!
GHALEB SAFADI
STEPHANIE BURNS
TERESA HEENEY
Estancia at Morningstar, The Colony, TX Experience Leader, Community Manager Employee since 2010 I love that our residents are comfortable with us! It really shows that all through their journey, we’re establishing trust and laying the foundation of their residency here; and because we are Venterra, they start feeling like part of our community and part of the family. By the time they move in, we have built a mutual and respectful relationship.
Ventana, San Antonio, TX Experience Leader, Community Mananger Employee Since 2007 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.
ARJUN KALRA
Resident since 2017 Villas at Newnan Crossing, Newnan, Georgia
Resident since 2019 French Place, San Antonio, Texas
I have been a resident here since 2017, and the office staff is excellent. They are always courteous and eager to resolve any issue. They are sincere in their efforts to serve and go above and beyond in performing their duties. Once, Megan and Sierra visited my mother in the hospital after her heart attack. Another time, they brought cake, balloons and a birthday card for my father’s 90th birthday. I have lived in apartments in multiple states for most of my life, and this staff is the best I have seen.
Michelle and Roman were so helpful in assisting me with my move-in. They were accommodating on the early arrival of my furniture and helped me get it stored in my apartment. They went above and beyond by opening my mattress and building my bedframe. That saved me so much time and made things so much easier after driving for two days. I’m super grateful for such a great staff!
Venterra residents rank us
7% higher than our competitors on Move-In Satisfaction
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RESIDENT CHAT: ONE-ON-ONE WITH RUBY MOORE What do you like most about your community?
RUBY MOORE
Resident Since 2009 Villa Lago, Fort Worth, TX
“The office staff members at Villa Lago are exceptional people. They are so incredibly giving and caring for others. I have cancer and had surgery, and the Community Manager, Andrea, constantly calls to ask if I need anything. She even brings me food if there is an onsite event that I’m not
able to attend when I’m not feeling well. Seeing her smiling face as she’s walking down the sidewalk just cheers me up immensely. You can just tell by speaking to everyone in the office that they genuinely care. I have lived here for ten years and, specifically within the past three years, without them around, it would have been really tough, so I am so appreciative.”
EASY DOES IT! When Jessica, a resident at District Universal Boulevard Apartments, was struggling to carry her groceries from her car to her apartment, Venterra employee Pablo didn’t hesitate to lend a hand. After realizing how far the walk actually was, Pablo knew that Jessica would need help in the future, so he suggested that we surprise her with a collapsible wagon. When we called to tell her she had a package in the office, we found out it was an extra special surprise just in time for Jessica’s birthday! The District Universal Boulevard Apartments, Orlando, FL
MOVING MADE EASY
NOELLE HUSSAIN
HALLIE KAMEN
Resident since 2016 Ventana, San Antonio, TX
Resident since 2018 Falcon Square at Independence, Winter Garden, FL
We have been renting for many years. We have lived in three countries, three states and multiple cities.The staff at Ventana is the best we have ever experienced. Teresa, Jennifer and Aaron genuinely care about the property and residents. It feels like home here, and I love it. Thanks for such a wonderful property with a truly amazing staff!
My expectations have been exceeded. The team, the apartment, the entire move-in process was just simply textbook perfect. If every community followed their lead and learned its best practices, then renting might not have such a negative connotation. I feel at home here. My wife and I are thankful for the efforts of the entire team.
Venterra ranks
8% higher
We recently had a new resident, Claudia, move into The Park at Waterford Harbor from one of our sister properties. She is a single mom living with her teenage son, who was busy with school and work during their move in date. Claudia had made several trips to her old apartment, carrying items up and down the steps, with no help. Our team decided we would lend a hand when our shift ended. With six of us, we were able to get Claudia’s belongings moved in no time. She was so thankful for such a warm welcome! And we were more than happy to make moving day a little easier!
than the industry average for Problem Resolution
The Park at Waterford Harbor, Kemah, TX
Venterra residents rank us
8% higher
than our competitors in Office Staff Responsiveness
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THE VENTERRA EXPERIENCE 2019
PATRICK WILSON
Resident since 2019 | Valencia at Westchase, Tampa, FL
Patricia Avalos was extremely helpful throughout my move-in experience. Relocating from Michigan and finding a place to live that makes me feel comfortable is daunting to say the least. She was always available to answer any questions I had, making me feel assured I made the right choice. Feeling confident in the property management at my new home, one that is capable and attentive, is important to me, and I was immediately convinced during my first tour of the complex. The customer service made the difference at the end of the day.
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LIFE AT A VENTERRA COMMUNITY
your maintenance concern is
OUR SERVICE OPPORTUNITY
No Job Too Big, No Job Too Small
No one looks forward to submitting a service request, because that means something went wrong. But at Venterra, many residents have said that they enjoy the opportunity to interact with our maintenance teams. Our maintenance teams are excellent experience makers, not just technicians. We often find stories of their interactions with our residents the most inspiring. From simple daily greetings, to coming to the rescue when a resident’s car battery has died. Venterra’s maintenance teams take care of buildings and those who live in them. In fact, many of our residents consider the maintenance team a part of their family! DANDREA STAFFORD
GHALEB SAFADI
Resident since 2017 Vinings, Stafford, Texas
Resident since 2017 Villas at Newnan Crossing, Newnan, Georgia
On my way home from work, I called maintenance to check on an issue. When he got to my apartment, my daughter was home by herself, so he had her call me to say he would wait outside until I arrived. It took me five minutes to get home, and he patiently waited until I got there to come in and solve my issue. It was very thoughtful, and I greatly appreciate his approach.
I have lived here since 2017, and the maintenance staff is courteous, competent and cheerful. They strive to provide the best service possible, and most of the time they beat the 48-hour maintenance guarantee. Robbie, the maintenance manager, and Terry are very personable and professional. They are excellent.
VANESSA HERRERA
SHANE DAVIS
Resident since 2019 Calais Midtown, Houston, Texas
Resident since 2018 Citrus Run, Tampa, Florida
Eric provided superb customer service! Not only did he ensure my TV was perfectly mounted to my liking, but he also cleaned the mess and discarded the TV box for me. I appreciate him going above and beyond to do the job right. William also coordinated the work order quickly even though it was a last minute request.
Mike, the Maintenance Manager, came the first day to check out my washer. He had to order a part which took a week to arrive, but every day, he kept me up to date. The morning the part came in, he let me know he would fix the unit while I was at work. I appreciate the promptness and follow-up from the staff.
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.”
SCOTT LEVESQUE
Experience Leader, Regional Maintenance Manager Houston, TX Employee since 2012
DANIEL BOSWORTH
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THE VENTERRA EXPERIENCE 2019
JANET CAMDEN
Resident since 2015 Dominion, Conroe, Texas
Resident since 2018 CoHo, Atlanta, Georgia
I give the maintenance man at Dominion 6 out of 5 stars! He was at my place 90 minutes after I submitted a non-urgent request. He even asked how I preferred the air flow when installing the bedroom vent and patiently answered all my questions. This guy was also the one who gave me a jump start a couple of years ago when my truck died, and I needed to get to a meeting. He is absolutely the best maintenance worker here.
July 4th, I discovered my AC was not cooling, and it was 90 degrees outside. I hated calling someone out on a holiday, but it was too hot not to call. The maintenance man’s primary concern was getting the AC working again. As with all my maintenance requests, this was handled promptly and professionally. In my opinion, the current maintenance staff at CoHo is excellent in every way!
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SARA STEVENS
ANGELA LEONARD
Resident since 2018 Village Walk, Jacksonville, Florida
Resident since 2017 Tree Park, Flowery Branch, Georgia
Howard Johnson, new to the maintenance team, is an awesome addition. Not only is he knowledgeable, but he goes out of his way to help whenever he can. He goes above and beyond to make sure my needs are met. We need more people with integrity and compassion.
On Tuesday, my mom came to visit me. She had a flat tire, so we were on our way to the gas station when the new maintenance supervisor stopped us, kindly refilling her tires with his air compressor. I appreciate his concern. It’s great he is looking out for the residents. Thank you!
KRYSTLE GRIFFIN
JENNIFER SAMPLE
LASHAWN JOHNSON
Resident since 2017 Villas at Newnan Crossing, Newnan, Georgia
Resident since 2005 Timber Mill, The Woodlands, Texas
Maintenance is top notch here. Every problem is promptly handled right away, and the maintenance specialists make me feel as I am the most important tenant in the complex. They make sure you are 100% satisfied before leaving the apartment. Thank you for always taking care of me.
Manuel is awesome. He is always polite and completes work orders in a timely manner. He treats Timbermills as his own property, and it is a pleasure to have him here. He is our superhero maintenance guy!
RANDALL ALLEN
PHYLLIS WHITLEY
MARCUS FRANKLIN
Resident since 2017 Fairways at South Shore, League City, Texas
Resident since 2011 Timber Mill, The Woodlands, Texas
I initially called the office Saturday morning, but there was no answer, so I submitted a maintenance request online for the battery in my smoke detector to be replaced. Since it was a Saturday, I wasn’t expecting a response until Monday; however, maintenance showed up about an hour after I sent the request. I was extremely excited because I thought I was going to have to spend the entire weekend with a chirping smoke detector. KUDOS to the maintenance personnel. He was extremely nice and expedient!
I really appreciate the personal attention and care I received from the maintenance and admin staff at Timber Mill. Recently, I was stung in the face by a wasp near the garbage dumpsters, so I submitted a request to have the little buggers eliminated. Manuel Zelaya immediately took care of the situation, and I have not seen a wasp since. There are apartments, and then there are apartments. The difference is the people that maintain the property, both administrative and maintenance staff. I honestly feel I have found the best people.
KEVIN PHILLIPS
GINA BERGMAN
Resident since 2018 Villas Continental, Orange Park, Florida
Resident since 2018 Village Walk, Jacksonville, Florida
Resident since 2015 The District Universal Boulevard, Orlando, Florida
Resident since 2019 Republic Park Vista, Fort Worth, Texas
Since Venterra took over, the maintenance has taken a huge leap forward. Jesse, your maintenance man, represents your staff more than anyone. He is always polite and a consummate professional in his attitude, presence and demeanor. All our interactions with him are pleasurable. Patty and the other Venterra staff are also great to interact with. We love what the company is doing to improve Villas Continental, making peaceful grounds. Thank you!
There are not enough stars to give the maintenance staff for their prompt, kind, professional attitude. I have lived in many apartment complexes across the east coast, and the maintenance staff makes or breaks a resident’s lease. Not only is the staff here efficient in completing jobs, but they also walk around with a smile. It makes the complex inviting when the staff enjoys where they work.
I am absolutely blown away by the maintenance staff. Every time I submit a request, it is completed with amazing care in less than 24 hours. They treat my home like it is their own. I have never had such great service and appreciate their ability to take care of me. Thank you so much!
My heart is beyond touched that you helped me hang my curtains. I initially hoped for help mounting the hooks for the curtain rods. When I came home today, I was touched to find not only the hooks mounted, but the curtain rods with the curtains hanging up. I am so grateful. Thank you. Thank you. Fran went beyond the call of duty.
ELI ALBERT
Resident since 2018 | Tuscany at Lindbergh, Atlanta, GA
The maintenance supervisor, Kolyo Kolev, is an absolute pleasure. No matter the issue, he goes above and beyond anything I can ask. Recently our furnace went out. Within the hour of reporting it, Kolyo was there trying to fix it. He even stayed late working on it. Because of how late it was getting, I told him it could wait until tomorrow. After checking numerous times to make sure I was really okay, he agreed to finish it up the next day. I can’t describe how grateful I am that he cared enough to really ensure I was fine. It was apparent that he would have kept working on it even if it took all night. He then brought a space heater to make sure we would be comfortable through the night, checking on us one more time. He is a phenomenal help and is a pleasure to have a round. He really is an indispensable part of the community. Thank you Kolyo.
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RESIDENT CHAT:ONE-ON-ONE WITH DAVID CL ARK Why did you move to our community?
DAVID CLARK
Resident Since 2015
Ventana, San Antonio, TX
I previously lived at Venterra’s Signature Ridge property, where Teresa worked as the manager. I noticed such a difference in the property when she came on board. She made so many improvements, including coming up with a parking plan and upgrading the pools. Further, Aaron and the maintenance team are the best of the best. I work in the real estate business and understand very well the challenges of property management. I have the utmost respect for the way Teresa runs the property. I know excellence when I see it. Teresa and Aaron are superb examples. It takes a combination of customer satisfaction, leadership,
and experience to run a top notch community. Teresa and Aaron check all the boxes and then some. When she moved on to manage Ventana, I decided to move with her. Right away she was already making updates, so I knew it was going to be another great place to live. I feel like a great property is all about the maintenance. Any time I put in a request to have something fixed, it’s dealt with right away. In real estate, I always tell my clients, “not everything is going to go perfectly, but I can guarantee that we’re going to get it taken care of.” I feel that is Venterra’s attitude as well. You never expect things will go wrong, but if they do, I know I can count on Teresa and the team to handle it.
EDWINA BALTHAZAR
Resident since 2018 | Fairways at South Shore, League City, Texas
Frequently, the people who make the little things stand out are overlooked. In this case, it is our maintenance staff. All the guys go about their workday behind the scenes, never really being seen nor heard. But, our property is maintained in such a manner that every resident can be proud to call it home, proud to invite guests to visit. I just renewed my lease for another year specifically because of the excellent maintenance of the property. There is one staff member though who stands out over and above the rest, Irving. His work standards are consistently higher. He is always courteous and respects the unit in which he is working and fully knowledgeable on any issue that may arise. I am always confident when Irving shows up that my issue will be fixed well and expeditiously, and there won’t be a need for him to return. He always explains to me exactly what he has found to be the problem and what he will do to fix the problem. That is such a relief when I can understand what is going on. If he happens to notice some small issue I overlooked, he handles it right there on the spot. What more can I ask. Kudos to the entire maintenance staff. You should be proud to have such person on your staff.
95% PAGE 54
OF RESIDENTS RATE THE PROFESSIONALISM OF OUR MAINTENANCE TEAMS AS BETTER THAN EXPECTED. THE VENTERRA EXPERIENCE 2019
FAMILY FUN Jim and Marcie moved into the Villas at Newnan Crossing a few months ago. While completing a work order for Jim, he started telling me about the difficult time he and Marcie were going through. His daughter was recently diagnosed with a rare autoimmune disease, leaving her paralyzed below the waist. As a young mother with small children, she needed extra help, so Marcie quit her job and frequently traveled to Alabama to be with her daughter. And, with only one income, Jim was working long hours to provide for his family. I felt compelled to do something to help, so I shared Jim and Marcie’s story during our team huddle. We put our heads together and decided to get them a gift card to Great Wolf Lodge. We figured it could be a fun, relaxing experience for the entire family. When we gave it to them, they were shocked and beyond excited to receive such a special gift. Villas at Newnan, Newnan, GA
BETTER FOR BED TIME While doing some repair work for one of our residents, I noticed her children didn’t have beds. I let my manager know I wanted to wow them, so I purchased two new bed frames, along with bedding, and gave them a nice surprise! Champions Woods, Houston, TX
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LIFE AT A VENTERRA COMMUNITY
YOUR RENEWAL
Is it Too Soon to Say Yes?
is the biggest compliment
RESIDENT CHAT: ONE-ON-ONE WITH ROBERT ROLAND How long have you lived at the Preserve at Colony Lakes?
Have you ever visited a resort and thought, “You know, I would live here forever if I could.” Throughout these pages, we’re proud to share with you that exact same sentiment from our residents! They’re creating some of their best memories within our communities from family BBQ parties at the pool to cheering for their favorite team on Thanksgiving. They’ve already established their favorite restaurants, hangouts, parks and bars in the area. All the right pieces are in place for them to create more fantastic memories, so why leave such a great experience?
ROBERT ROLAND
Preserve at Colony Lakes, Stafford, TX Resident Since 2004
I’ve been a resident at The Preserve since 2004. Throughout my time here, I’ve been very impressed with the staff. I can remember having to call the office one time about having something fixed and the person who answered couldn’t be friendlier and someone was at my apartment right away. Any time I call, the staff asks ‘how can I make your day better’ and I just love that greeting. It’s one thing to own a business but it’s another thing to know how to run it and how to take care of the people keeping you there. A lot of businesses don’t really put the customer first but Venterra does. I’ll be 84 and I am doing just fine so I can’t think of any reason to move.
VALERIE DAVIS BARNABAS
SHAJUANA CAMPBELL
CARIDAD VARGAS
Vinings, Stafford, Texas Resident Since 2018
Estancia at Morningstar, The Colony, Texas Resident Since 2017
I have been here for a year and love it so much that I just resigned my lease for a bigger apartment. I love the front office team because they are always there for my family. I couldn’t ask for a better place to stay than The Vinings. If I could give it more than ten stars, I would. Keep up the good work.
I can’t say enough. This is absolutely the best leasing team I have ever worked with, and my renewal process was a breeze. They are knowledgeable and informative; maintenance is always responsive and swift to resolve all issues. I have no doubt that this team does everything to ensure our community remains a good place to live. I am happy we renewed our lease.
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THE VENTERRA EXPERIENCE 2019
I truly enjoy the office staff and the manager. They are all just a delight. I know of several businesses who bend over backwards to help you, but none compare to this one. I actually had to deal with my car being towed one day because I parked where I wasn’t supposed to and the staff did everything possible to make it right. They felt so bad that they surprised me with a basket filled with Texas A&M goodies because they knew that’s where I went to school. I was so thrilled with the gift that I felt bad afterward because I didn’t invite them in for a quick visit! The staff is truly dynamic, including the maintenance staff who does everything right. If all Venterra’s properties are like this one, then you are in great shape!
JERMELA MCMILLAN
Palazzo, San Antonio, Texas Resident Since 2017
Axial Buckhead, Atlanta, Georgia Resident Since 2016
Last summer, my father and I were casually talking about the heat with Priyanka while at the office. Within the hour, Jason was at our apartment checking the AC because Priyanka was concerned it was not working properly. We had not even noticed there was an issue. He told us that we needed a new system, but it would take a couple of days to come in. While I was at work, Barry, Jason and Mr. Oscar brought in a portable AC unit to keep the apartment cool because they knew my father stays home during the day. It is heartwarming to see their thoughtfulness. They went above and beyond to ensure he would not suffer the effects of the San Antonio summer. These are things they do on a daily basis for all of the people at Palazzo, and we are grateful they are here!
I relocated from Brooklyn several years ago and have been happily living here ever since. The location is everything! It is convenient to Marta Bus and Rail transit, and there are excellent grocery stores and shopping centers nearby. I feel very safe in this community and like that it is pet friendly. I also appreciate the leasing staff, for they are beyond amazing and seem like family to me. Sometimes, I just stop by the leasing office to say hi. They are all very kind, caring and professional. The maintenance staff is also kind, friendly and accommodating. If there are any issues, they quickly resolve them. The landscape is beautiful, and my apartment has a warm cozy vibe which is super awesome for me. I love the fabulous apartment upgrades. Would I pick Axial Buckhead again? Yes, Yes, and Yes!
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KATHERINE MYERS
RESIDENT CHAT:ONE-ON-ONE WITH STEVE DAVIS
PROSENJIT ROY
Zang Triangle, Dallas, Texas Resident Since 2018
Estancia at Morningstar, The Colony, Texas Resident Since 2015
I absolutely love living at Zang Triangle. From the first moment I stepped through the doors and Matthew greeted me, I knew I was going to love living here. He made me feel so welcome. Since moving in, all of the Zang staff knows me and my little dog Bailey. They make tenants feel safe, welcome and always encourage friendly hangouts, so neighbors can get to know each other. I won’t live anywhere else now I work downtown. This is definitely the best place to live.
Due to some uncertainty, we couldn’t make a renewal decision until the very last week of our lease. We knew this delayed decision could make our rent higher, but we really didn’t have a choice. After talking to Stephanie and Lisa, they understood our situation and offered us the best possible option. While I still have many personal things that need to settle down, we are happy the lease problem worked out well due to their support. Estancia’s staff is the reason we renewed our lease. We don’t recall any other place so welcoming, friendly and understanding. They always go above and beyond to address my problems. These few words don’t adequately express what we experienced here, but in short, we feel fortunate to stay here. Thank you, entire Estancia team for being the best!
CATHY PHILLIPS
Village Walk, Jacksonville, Florida Resident Since 2012 Thank you, David. You made it a smooth process and spoil us. This is my 7th renewal. I am a happy resident.
What made you stay at your community? I’m the type of person that tries not to spill my guts to other people. But the Community Manager at Republic Park Vista, Erin, is the type of person who makes you feel so comfortable that you can’t help but talk more about things than you normally would. And I’ve had a rough go of it lately.
STEVE DAVIS
Republic Park Vista, Fort Worth, TX Resident Since 2018
A few years ago, my wife, Sandy, passed away from cancer. We were actually both diagnosed with cancer around the same time. Prior to her diagnosis, she wasn’t feeling well, so I took her to the hospital and the doctors said she had heart problems. Shortly after, she had a heart attack and slipped into a coma. The only way I could stay with her in the hospital was is if I stopped my chemo treatment, so I did without hesitation. One day while I was visiting her, one of her nurses felt an enlarged lymph node, so I had it checked and we soon found out she had Hodgkin’s Lymphoma. Because she was in a coma, she couldn’t start treatment. So I fought with the hospital. I knew that Sandy would want
to do anything possible to keep living. They eventually agreed to start the treatment. It was on day 47 of her coma that she opened her eyes. After she was finally able to come home in September of 2015, she caught pneumonia several times over the course of a few months and passed away in March of 2016. Shortly after, I had to start my chemo treatment again, and I found out that my colon cancer had spread to my liver, which was then considered Stage 4 cancer. At that time, my doctors told me to basically get my life in order. I didn’t want my kids to go through what I had to go through with their mom, so I decided to sell the house. I then actually got a call from my doctor letting me know that they found a hospital in Houston, Texas that would do surgery to remove my liver. Thankfully the surgery was successful, and I’m now cancer free.
Sam is a long-term resident at Axial Buckhead. He has been with us for almost 22 years and many of us have gotten to know him and his dog, Roxy, over the years. When Roxy passed away, we understood his heartbreak, as we knew how much he loved her. We decided to do something in her memory, so we surprised Sam with a blanket knitted with Roxy’s photo. Now he can still snuggle with her every night. Axial at Buckhead, Atlanta, GA
It was after the surgery that I realized I needed to find a place to settle and get a grip on my life. So I started looking at my options. I knew I wanted a place with good amenities including a gym because I had gained a bunch of weight. I also just wanted a place that felt comfortable. When I looked at Republic Park Vista, Erin and the girls in the office were just so friendly and helpful, so I knew I had found a great place. I originally only signed a five month lease because I didn’t know what would be in store for me. But I ended up signing a year lease this past February. I’m just so grateful for how caring the staff is. It really makes a difference. They don’t just go through the motions. Overall I’m just grateful to have found a place that had allowed me to re-engage with life. Aside from cancer and losing my wife, I’ve lost both of my parents and one of my grandsons within the past few years, so it’s hard to stay upbeat. When you go through loss in life, you don’t forget about it, and it’s ok to be reminded. My story is what led me here, but the staff at Republic Park Vista is what’s kept me here.
Venterra residents rank us
Our ten-year-old resident never seems to remember her apartment key, so every day she ends up stopping in the office to borrow one from us. In an effort to make things a bit easier for her, I ordered her an electronic door lock, so now all she needs to remember is the code!
than our competitors for Creating a Sense of Community
Estancia at Morningstar, Dallas, TX
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11% higher
THE VENTERRA EXPERIENCE 2019
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we never
SAY GOODBYE
RESIDENT CHAT:ONE-ON-ONE WITH VIRGILO DAVIS
Until Next Time
We make sure our residents know we are here for them throughout their moveout and even after they’ve settled into their new home. Most of the time, our residents leave to pursue better career opportunities or home ownership, and you can bet we’ll continue rooting for them, but we never say, “good-bye”. We say, “Until Next Time,” because the need for an apartment has a way of popping up several times over a lifetime. We look forward to hearing from them again and saying “Welcome back.” AQUINTA MCCLOUD-SPEER
MAURICIO CABALLERO
Resident since 2017 Apex West Midtown, Atlanta, Georgia
Resident since 2016 The Cape at Grand Harbor, Katy, Texas
Apex gave us an ample amount of time to move-out, making it less stressful on our family. The move out process was simple.
We have lived here several years but were recently blessed to buy a house. My move-out was very smooth, and they were helpful to both my wife and me. We do not have any complaints.
JESSICA BARTON
TYLER BUSHONG
Resident since 2015 Calais Midtown, Houston, Texas
Resident since 2018 Venue at Hometown, North Richland Hills, Texas
My move-out was unexpected because my new job required me to relocate out of the country, and they gave me little notice. Bettie was a great help throughout the process and even helped me think through important details unrelated to the apartment.
The decision to move out is solely based on being relocated. The office staff was great throughout my stay at Venue, and they were great during the move-out. I for sure will miss living here.
How many Venterra communities have you lived in? -OR- Have you lived in more than 1 Venterra community?
VIRGILO DAVIS
Resident Since 2017 Palazzo, San Antonio, TX
I’ve been a Venterra resident for the past 15 years. I currently live at Palazzo with my daughter, who is completing her medical residency. But I’ve also lived with my son and daughter at The Point, The Lodge and Bala Woods, in 3 different cities throughout Texas. My son is carrying on the Venterra tradition. He lives at Bala Woods. The only non-Venterra property I lived at within the past 15 years was of no comparison. I felt like just a number. In fact, when my daughter and I were looking for a new home in San Antonio, we only looked at Venterra properties. They just make you feel appreciated and they show they care. I remember when I was having car issues and the staff helped me fix it. I didn’t even ask for help. They just saw me outside working on it and offered to lend a hand. Since living at Palazzo, I have had other residents tell me how the office staff has helped them as well. I laugh to myself because I already know this about Venterra, but it’s nice to hear others experience the Venterra difference. I think the office
staff pays attention to residents’ needs because they care about the residents and property. One time, Jason, the Maintenance Manager, knocked on my door and asked me if I was feeling hot in my apartment. I was confused because I hadn’t noticed it since my fan was on. He told me that he heard an odd noise coming from my AC unit. It turned out my AC was malfunctioning and I wasn’t even aware of it, but Jason detected a problem and took the time to come check on me without me even reporting it! I was blown away by his proactive approach. When my daughter is finished with her medical residency in San Antonio, we may end up moving, but I know I will always look at Venterra first. It’s familiar and feels like family.
LAVON GUICE
CHRISTOPHER LEE
Resident since 2018 Vinings, Stafford, Texas
Resident since 2018 Calais Midtown, Houston, Texas
Jo, the Property Manager, was so nice throughout my stay that when I move back to the area, I will be staying here again. They also made the move-out a wonderful experience.
Even though I am moving out, the office staff provided the best customer service and support when I needed it. Any question or concern I had, they gladly helped me out and fulfilled my needs. I want to thank Will, Bettie, Dyllon and Ashley.
KEITH + DENA = NEW HOME OWNERS Keith and Dena were residents for 4 years in our community. This year, they applied for a home loan thinking they would not be approved but would give them set goals to work on. Surprise, they were approved! They were sad to be leaving their home with us, but super excited about their new home. We wanted to show them how excited we were for them too, so as they were moving out we surprised them with some house warming items presented in a special way: a collection of supplies, things that are needed anytime you move into a new place, all stacked and arranged like a tier cake! They were surprised that we’d help them on their move into a new house, and thrilled that we did. Park at Waterford, Kemah, TX
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is it meaningful work?
ABSOLUTELY!
Service Excellence and Empowerment Drives Employee Satisfaction
FROM THE VICE PRESIDENT OF PROPERTY MANAGEMENT We asked employees “Do you find your work meaningful?” and were humbled by their responses.
BRYAN GEORGE
Experience Leader, Vice President of Property Management
We use “Experience Leader” and “Experience Maker” as part of our positional titles as a reminder that every single one of us is in the service business and is empowered to do what it takes to get it right. It’s also a visible commitment to our customers that we collectively aim to create moments that enhance their living experience and truly make them part of the Venterra Community. Each and every time we interact with each other or our residents, we are given the unique opportunity to make a difference and create a meaningful moment. What we’ve learned over the years is that being able to make a difference in people’s lives has a profound impact on team member satisfaction as well. The amazing feeling you get from improving the lives of those around you is unmatched and simply makes your job more enjoyable.
MATTHEW DOBIAS
LINDSEY WERT
Experience Leader, Maintenance Manager, Villa Lago | Fort Worth, TX I believe this is the most rewarding and meaningful career because of the instant gratification received from residents for a job well done. No matter the repair performed, the resident’s smile and thank you always mean the world to me.
Experience Leader, Community Manager, Shadowbrooke | Stafford, TX I find my job meaningful because I get to make a difference in people’s lives! I never know who I will meet along the journey. A smile, a laugh or a listening ear may be all that a person needs to enhance their day.
KRISTI ROBERTS
JASON EDWARDS
Experience Leader, Community Manager, San Palmilla | Webster, TX
94%
OF RESIDENTS AGREE THAT VENTERRA CARES ABOUT THEIR RESIDENTS
MEGAN CURRY
Experience Leader, Better Living Manager, Estancia at Morningstar | The Colony, TX Some days are hard; there’s no doubting that, but for every challenge faced, there’s a reward. Being able to have a positive effect on someone’s home is extremely meaningful. When someone says, ‘living here has been a wonderful experience,’ that means the world to me. People are what make it 100% worth the hard days.
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MEGAN MONTEMAYOR
Experience Leader, Better Living Consultant, The Phoenix | Fort Worth, TX My work is meaningful because I am helping people create new chapters in their lives. Whether someone is starting a new job or getting married or divorced or going to school, our community is a new beginning. It is my job to make sure they know this is their home. I am the first person they see, so I am the one who needs to immediately make them feel at home.
THE VENTERRA EXPERIENCE 2019
I honestly enjoy coming to work each morning, and I absolutely love what I do including mentoring team members to achieve the next step in their careers. It is exciting to help them realize the difference between a career and a job. It is also rewarding to learn from my experiences in handling residents’ complaints. Venterra’s culture makes it even better.
Experience Leader, Maintenance Manager, Palazzo | San Antonio, TX Not only do I love the daily challenges of my work, I love providing the essentials for a good quality of life through the services I provide. My residents and coworkers are ‘my peeps’, and I take care of them.
TARA HOLLAND
BARRY TAYLOR–YOUNG
Experience Leader, Community Manager, CoHo Apartments | Atlanta, GA We interact with residents and coworkers everyday while they go through both positive and negative changes in life. As these events occur, we are there to assist and be a listening ear. We watch their children grow up. We are the only ‘family’ and interaction some residents and employees have. I find communicating with people at work to be meaningful as I love to see people happy.
Experience Leader, Community Manager, Palazzo | San Antonio, TX I find it very rewarding and meaningful when parents bring their grown children here to rent their first apartment and THEY are pretty much pushing their kid to lease with us versus someplace down the street. This actually happened to me just yesterday when a lady urged her daughter to live at Palazzo because it would make her feel better about where her daughter was living. This is such a compliment.
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KELLEY TUIASOSOPO
Experience Leader, Community Manager, Preserve at Baywood | Pasadena, TX Yes, I find my job very meaningful. The service and peace of mind my team can provide to people is key in their quality of life. Venterra gives us so many tools to make things right with our residents. I love being able to offer things like our 30 Day Live it. Love It. Guarantee.™ or a hotel when needed to help alleviate stressful situations.
MICHELLE QUIROZ
Experience Leader, Community Manager, French Place | San Antonio, Texas Finding a home is very stressful, but by providing excellent customer service through convenience and innovation, we are able to reduce the hassles in renting. Helping with this process makes my job very meaningful.
DIANA STEPHENS
Experience Leader, Community Manager, South Shore Lakes | League City, TX When I think of my role in this industry, I feel that I wear many hats. I am here to listen to my residents vent, celebrate with them in exciting moments of their lives, and to grieve with them during hardships. Venterra allows me to have the appropriate tools I need to ensure that I’m impacting the lives of my residents and prospects in a positive way. I’m blessed enough to have had several encounters with people that have even come back and thanked me and informed me that they wouldn’t know what to do if it wasn’t for the wonderful office team here at the community to take care of them.
ASHLEY JONES
Experience Maker, Better Living Consultant, Calais Midtown | Houston, TX I find my work to be meaningful because we are able to build personal relationships with our residents and prospects and then help them with their needs. We genuinely care for them and always want to go the extra mile. We are Leasing Consultants, Therapists, Assistant Managers, Friends, Their Information Hub and the list goes on! I feel privileged when they look for me specifically to share their personal situations and ask for advice.
“I believe my work is meaningful because I get to find homes for people. Whether is their first or third apartment, I can make them feel at home and give them a memorable experience. I love impacting lives for the better, and this is what Venterra does best.”
KATIE DEVINE
Experience Leader, Community Manager, Bradford Mills Lofts | Louisville, KY
FASHIONETTE NASH
Resident Since 2017 Venue at Hometown, North Richland Hills, TX
RESIDENT CHAT:ONE-ON-ONE WITH FASHIONETTE NASH
What do you think the Venterra difference is? The office staff is so friendly and personable. We all know each other by name. I don’t feel like I’m just another resident. I guess I would actually call them friends. I’ve shared personal issues with them and asked for advice. I just really value how well they treat me and how kind they are. When I drive into the community, I look to see if their cars are parked at the office! I’m typically in the office once a week to pick up a package, but I’ll also stop in just to say hello and chat. They’re really just great people.
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LIFE AT A VENTERRA COMMUNITY
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LIFE AT A VENTERRA COMMUNITY MOLLIE WITT
is it sometimes comical?
DEFINITELY!
O.M.G.
NOW THAT’S FUNNY JOHNNA BACAK
Online Reputation Specialist Employee since 2008
“I live at a Venterra community, and one evening as I returned from grocery shopping, I saw a sight that will not be believed without a picture to prove it really happened. When I entered the property, I saw a dog on the roof of a building wearing pants! As if a dog on the roof isn’t odd enough, this dog was wearing pants. My mind was blown to see such a bizarre sight, and I questioned myself, “is this a just a terrifying dream?” The poor pooch was pacing around on the roof barking. I sat for a few minutes watching “Ripley’s Believe It Or Not,” and by this time a number of residents were taking pictures which was almost as funny as a dog on the roof wearing pants! After a good laugh and realizing I was NOT dreaming, I called Teresa, the Community Manager, and the maintenance team came over. In no time, they safely rescued the adventurous dog from the roof and brought him back home. It turns out the resident left the window open, and the dog decided to sneak out for the night!”
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Experience Maker, Regional Trainer Employee Since 2009 A resident once walked into the office and asked if we could keep the birds from flying over the pool area, because this might mess up her tanning.
SHELBY MCGINNIS
Experience Leader, Community Manager Citrus Run | Tampa, FL Employee Since 2015 Once, I was touring a prospect and she walked into the bathroom and closed the door. I was stunned and just stood outside the door. Turns out that she had to ‘go’ and then got upset because we didn’t have toilet paper in the apartment for her to use!
STEVEN KING
Experience Maker, Better Living Consultant Silverbrooke | Stafford, TX Employee Since 2017 Funny is subjective. It was a very cold day in Stafford and where there were puddles were now little ice spots. When I took a prospect out on tour, I kept telling them to watch their step and be careful. Wouldn’t you know it that I was the one who ended up slipping on an icy spot and falling.
DUSTIN CRANDALL
Experience Leader, Regional Better Living Manager Southeast Region Employee Since 2014 I’ve seen a lot from my years with Venterra. However, the one that stands out the most, is a resident we had a year or so ago who came to the office to let us know that she was the “Owner” of Apex West Midtown, and to please drop all rent checks off to her apartment so that she might deposit them into her bank account. She was dead serious.
ALEX CHACON
Experience Leader, Community Manager Riverbend | League City, TX Employee Since 2015 I had a resident who demanded we put an amendment into everyone’s lease that they could not honk their car horn (for example; locking their car with their remote) after 8 pm because they needed a full 9-10 hours of uninterrupted sleep. LIFE AT A VENTERRA COMMUNITY
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is it sometimes comical?
DEFINITELY!
L.O.L.
NOW THAT’S FUNNY JENNIFER MENDEZ
Experience Maker, Better Living Manager Ventana | San Antonio, TX Employee since 2016
“One time, I went on a tour with a really nice woman. When it came time go to the model, she decided to ride in the back of the golf cart versus being in the front with me. Ok, so, no big deal, it happens. We were riding along, having great conversation. As I approached one of the dumpsters, I noticed a trash bag right next to it. I told my prospect, “We’re gonna make a quick stop. I just need throw this trash away”. I pulled over, chucked the trash into the dumpster, and jumped back in the golf cart. I headed off in the direction of the model and picked up the conversation where we left off. There I was happily rambling on, when something caught my eye in the side mirror. I saw a resident jogging in the community, but, then got confused when I noticed a few things that seemed a bit strange: 1. The resident was waving her arms in the air; 2. She was running really fast, and I thought, “Wow. She’s really picking up the pace”; and 3. She was running directly behind the golf cart, instead of off to the side of it. I turned my head back to look at my prospect, like,“are you seeing this?!” Imagine my shock, when I looked back and saw no one sitting on the golf cart! I finally took a good look at the woman running; it was my PROSPECT... chasing after the golf cart!! Turns out, she never heard me when I said we were making a quick pit stop and stepped off the golf cart thinking we were about to tour an apartment. I slammed on the brake and reversed as fast as I could. I apologized profusely, but she was such a good sport about it. We laughed so hard, it actually took us a while to regain our composure, and throughout the tour, we would randomly break into fits of laughter about the whole thing. This was definitely one of my most memorable tours!”
DAVID WILLIAMS
KRISTI ROBERTS
Experience Leader, Regional Maintenance Manager, Houston Region Employee Since 2012 When I transferred to a different community as the new Better Living Manager, my new Community Manager, Kim, welcomed me at the door, in true Venterra style, showed me around the office. As we were ending the walk-around, she indicated which office was mine and left me to go into my office and get to work. I walked into my new office to find a full-on rubber ducky massacre occupying the entire desk. It was complete with rubber duckies sliced in half and stapled back together, duckies used as pen cushions, beheaded duckies, I mean there was fake blood and everything! I already knew that Venterra made time for fun, but this was over the top – I laughed for a solid 10 minutes!
Experience Leader, Community Manager San Palmilla | Webster, TX Employee Since 2010 I always tell people if they need anything please don’t hesitate to ask me. I had an older gentleman maybe late 80’s early 90’s that had no family, no kids and honestly no one. I was his person. He comes to the office one morning at 9 AM, he is out of breath, sweating, and looks just scared. He said he thinks his pacemaker is no longer working that it is beeping. He said I need you to take me to the VA Hospital in Houston. We jump in the car, call my boss along the way and head there. We are there ALL day, he was able to be seen at 7 PM. Nothing was wrong... his pacemaker still had a lot of life. We end up leaving and I drop him back off at his apartment... his smoke detector was beeping! Let me tell you that we just laughed and laughed.
“Coming to work is like walking into our own sitcom - we’re not sure what’s going to happen, but we are sure to laugh everyday.” PAGE 68
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LIFE AT A VENTERRA COMMUNITY
is it sometimes comical?
DEFINITELY!
Blah-ha-ha-ha!
NOW THAT’S FUNNY ANNE HOVEY
JESSICA LUNSFORD
Experience Maker, Better Living Consultant, Villas at Newnan Crossing | Newnan, GA Employee Since 2015 Well, this is kind of embarrassing. I was walking out the door with a prospect and commented, “nice car” and he said that was his and thanked me. I pointed out that the beat up old hyundai located behind his car was mine and kidded that my “Bentley” was in the shop. He laughed and said “then you understand how expensive repairs are”. I just chuckled. Later our maintenance manager comes walking in and asked, “who drives the Bentley?”. I asked, “Bentley?”. I immediately got all embarrassed because I had no idea the gentleman ACTUALLY drove a Bentley! I just thought it was a “nice car”. I was just saying I had a Bentley in the shop to be funny!!!
Experience Leader, Community Manager Silverbrooke | Stafford, TX Employee Since 2016 We had a resident who tweeted J.J Watt after Harvey stating this, “But do we know where any of money went because I can’t find one person they got any help from the JJ Watt foundation for Hurricane Harvey and I know JJ’s a great man.” J.J Watt tweeted her back immediately!!!! This obviously blew up and the news station came to our community to interview her, oh boy that was craziness!!!!!! And of course my Community Manager, at the time, was at leadership and I was helping out at a property in Nashville. So neither one of us were there when all went down. This SILVERBROOKE resident made headline news!!!!!!!
ERIC BENAZERAF
SALLY FLORES
Experience Leader, Maintenance Manager Silverbrooke | Stafford, TX Employee Since 2017 I once had a man call about 10pm, upset that his corndogs were still frozen after five minutes in the microwave. Like, lividly upset! I explained this was not technically an emergency and we would see him first thing in the morning and get this fixed for him. He asked, so what am I supposed to do for dinner?! I could tell by the pause- it never even occurred to him- but I suggested, maybe use the oven?
Experience Leader, Regional Better Living Manager San Antonio & Austin, TX; Nashville, TN Employee Since 2007
BERTON GAUTHREAUX
Experience Maker, Make Ready St. Andrews | Pearland, TX Employee since 2019
“A weird story...I was on call and received an emergency call for an AC that was not working properly. I went to the apartment and knocked on the door, but the resident did not answer. I attempted to call but did not get a response. I contacted my maintenance manager and asked if I should enter the apartment and he advised that it was ok to enter because it was an emergency call. I went to the office and got their key and went in to fix the AC. When I walked inside the apartment, I noticed that it was really cold. I had just fixed the AC a few days earlier, but I still checked out the entire unit to make sure that everything was ok. Once finished, I went back to the maintenance office and proceeded to try to contact with the resident again. When I got in touch with her, she said that she didn’t call the emergency number that evening and that her AC was working very well. While on the phone with the her, I got another call from her phone number. I put my cell on speaker so that she could hear herself talk. Come to find out, the emergency service was having trouble and was re-sending older calls. I think I received 12 more calls in the next hour but all was resolved by the next day and after a long night of laughing.”
I am super embarrassed to say this, but one time while on tour I was walking my prospect by the pool and I was talking about how they could take a “dump in the pool” instead of dunk or dip. I was soooo embarrassed that I even kept apologizing and asked if once she did my survey if she could keep that part out of it. UGHHH! I could have died.
JESSICA DECKER
Experience Maker, Better Living Consultant Republic Park Vista | Fort Worth, TX Employee Since 2019 I had a prospect, without warning, lay down in a model unit to envision where he might put the bed.
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HOW WE DO IT
Venterra’s Better Way and WOW Matters platforms are just two examples of our formal focus on listening for needs and then going above and beyond to exceed expectations. Whether for investors, clients, employees, or customers, Venterra always considers its stakeholder’s feedback and then exceeds expectations. It’s a big part of our formula for success and we’re not about to stop now.
HOW WE DO IT
HOW we do it
VENTERRA
Listens
EVERYONE HAS A VOICE Venterra’s Better Way program has been in place for over 10 years and offers employees a platform to share their ideas to improve programs, processes, and anything that they encounter in their day-to-day work lives that they think could be done a Better Way. Every single Better Way suggestion that comes in is reviewed and evaluated for substance and innovation; because of one of Venterra’s Core Values, Never Ending Pursuit of Excellence, entries continue to pour in! No, the cash prizes have nothing to do with the continuously increasing number of Better Way submissions. Kidding! Of course it does! Where else but Venterra are you not only encouraged, but rewarded for sharing your ideas to make work life better?
BETTER WAY IDEAS SUBMITTED BY EMPLOYEES MAITINA MORRISSEY
Experience Leader, Senior Asset Manager Employee Since 2002 “In 2019, we had a total of 850 Individual Better Ways and 110 Team Better Way Entries. Historically, Better Way submissions were made by one person, and awards were given to that person. Then, we had a Better Way for the Better Ways – allow teams to collaborate to come up with ideas that would have a bigger impact on the life of our residents! Early this year, we decided to up the ante by introducing Team Better Way. Team Better Way gives all on-site employees the ability to discuss solutions to challenges they are presented with. Winning solutions must be unique, sustainable, practical, and relatively easy to implement. If the team’s Better Way is selected as a winner, each team member has a chance of winning either $100 or $300. Talk about being able to celebrate a team win! In Round 1 of the Team Better Ways, there were three property teams who won the $100 prize per team member and one property who took the $300 per team member Grand Prize! That’s right, we awarded $4,400 to four property teams just for sharing their solutions! As for the standard Better Way program, it’s divided into three rounds. For Round 1 and Round 2, a total of 648 entries were submitted, with 69 winners! To date, we’ve awarded almost $12,000 to our winners! The beautiful thing about this program is that anyone can be a Better Way Winner! All they have to do is speak up and share their idea! This illustrates the importance that Venterra places on the knowledge and experience of on-site teams, moreover that teams are realizing their knowledge of their community and using their voice to make a difference! Anyone in Venterra truly can make a difference.”
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SHELBY MCGINNIS
Citrus Run | Experience Leader, Community Manager Employee Since 2015 “I’ve never in my life worked with an organization that gave me such freedom to help make my work life better. Through the Better Way program, I’ve been able to share countless ideas; and get paid for them! I made a suggestion for a Today’s Page and the team asked me for feedback on it directly – that’s something you don’t see every day.”
TARA HOLLAND
CoHo | Experience Leader, Community Manager Employee Since 2018 “You have a voice at Venterra” is more than just words. Our voices matter and our input is applied to our processes and software every day. From my experience, regardless of my position, I have always felt that my input about enhancing a particular area of our community or about increasing revenue were always considered and at least attempted. Plus, I’ve won so much money from the Better Way program, simply by recommending ways to make our jobs easier! It’s definitely rare given today’s world.”
SIERRA SITZMAN
Villas at Newnan Crossing Experience Leader, Better Living Consultant Employee Since 2017 “I love this company! I feel like a have a strong voice and the Better Way program gives employees the opportunity to express their ideas and suggestions! The Better Way program speaks volumes of our corporate culture and core values that we are lifelong learners and have a never-ending pursuit of excellence! Hands down Venterra Realty is the best company I have work for! I love my job and it shows in every interaction I have with prospects.”
CRYSTAL BRADFORD
College View | Experience Leader, Community Manager Employee Since 2011
“I love that we all have a voice to help improve and implement new ideas and processes. I have submitted Better Way ideas and seen them get implemented. It’s a great feeling to know that your idea made a difference.”
KRISTEN ROEBEL
Experience Maker, Better Living Consultant, CoHo Apartments
LAST YEAR’S GRAND PRIZE WINNER OF $2000
One Example of the Many Winning Better Way Entries: “A Better Way suggestion was submitted about adding resident alarm codes to the system, so that when Maintenance went into an apartment with an intrusion alarm, they could disarm the system to make the repair and re–arm it as they leave. This suggestion embodies Better Way – it’s a change to our CRM that focuses on residents. By simply adding these codes to the resident information, Maintenance is not surprised by an alarm when they go into an apartment to complete a Service Request, and residents don’t have to leave their alarm off because they submitted a Service Request. Alarm Codes were added to resident information area, preventing future mishaps, and making things easier for everyone involved.”
95% agree
that management genuinely seeks and responds to suggestions and ideas
HOW WE DO IT
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HOW WE DO IT
HOW we do it
VENTERRA
Listens
RESIDENTS HAVE GREAT IDEAS, TOO! Over the years, The Better Way program has given employees a voice and allowed Venterra to make some killer improvements to operations, software, strategies and more! Why stop there? Venterra residents have great ideas, too! We invite residents to submit their ideas on how to make apartment living better, and nothing is off limits. By visiting venterralistens.com, residents can submit their ideas, suggestions and recommendations and… earn money for doing it! When we implement resident Better Ways, we pay the first submitter $100. That’s right. Not only are residents able to drive change, but they get richer by doing it!
KALI REA
RANDALL ALLEN
St. Andrews Resident Since 2012
Villas Continental Resident Since 2017
“I have been living here since 2012 when Venterra purchased the property. And long before there was playground equipment installed. While I was thrilled to finally see it come to fruition, there is a critical issue. There is no cover over the playground area. Therefore the slide, and some components of the equipment get very hot, too hot for any child to use the equipment, when it’s 75°F and above.
“Everyone has a camera phone today. I think you should consider adding the submission of images/videos to your maintenance request system. This would allow us to show our maintenance person exactly what is incorrect so he can make a better-informed decision about action to take / parts to order, etc.”
CALI ZOELLER
SAMANTHA VAZQUEZ
The Cape at Grand Harbor Resident Since 2019
Zang Triangle Resident Since 2017
“Add stepping stones in muddy dog park entrances.”
“Put larger corner mirrors in the garage so that you can actually see around corners. As it is today if there are cars parked under the mirrors you can’t see anything over them so the mirrors are useless.”
BETTER WAY IDEAS SUBMITTED BY RESIDENTS COLEMAN ROGERS
CASIE RINGO
The District Universal Boulevard Resident Since 2019
Preserve at Baywood Resident Since 2016
“Better directional signing in hallways to assist in finding the gym, cyber cafe, leasing office, pool, etc. The hallways all look the same and it can be very confusing, especially for new residents or guests. Otherwise, I really like this place!”
“Offer residents the option of having their positive rental history reported to the credit bureaus, allowing them to improve their credit score while renting.
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HOW WE DO IT
WOW MATTERS: jaw drop alert.
Be Prepared to Say “WOW!”
Venterra’s WOW culture inspires me to truly listen to the words people say, looking for opportunities to help. I find myself listening and immediately thinking what I could do. Often, it is second nature to intuitively know what to do for a person. Other times, I obsess over providing a feel-good experience for people both at work and in my personal life. My job at Venterra inspires me to go above and beyond and do more. One Saturday morning I was at the post office with my teenage son, Landon. An older lady approached us and asked for directions to a soccer field so she could watch her grandson’s soccer game. She looked disheveled and frustrated, and she was nowhere near the soccer fields. Rather than pointing her in the right direction (ten minutes down the highway and then exit 48B), I told her I was going in that direction and that she could just follow me. Taking her to the soccer fields was ten minutes in the wrong direction for me, but I wanted to help her get there on time.
WOW is a verb at Venterra. “I want to WOW Melissa,” is an example of what you might hear in the back offices of our communities after an interaction with a resident. Since the launch of the WOW Matters initiative, our teams have been empowered to make a difference in the lives of Venterra residents. Equipped with a budget and passion for meeting the needs of our residents, our teams are able to create WOW moments every day.
JOHNNA BACAK
Experience Leader, Online Reputation Specialist Employee Since 2008
It would have been nice enough to give the lady directions, but I personally think that is average and is what most people would do, but I am capable of more. I wanted her to know that her problem was my problem; I was there to help. In the end, she was happy, her grandson was happy, and I was happy, as well. It feels good to be kind and make an impression on those around me. In fact, Landon complimented me as it was playing out, and it felt so good to hear it from him, a self-absorbed teenager! As the lady waived and thanked me and I drove away, I was able to share a life lesson with my son, “Landon, always “plus” the experience and do more”.
WOW is also an expression. We aim to make employees say, “WOW! I can’t believe you knew!” when they are the recipients of a WOW moment. WOW + Employee Experience = WOW-EE and provides our Experience Leaders with tools to make a difference for their team members when it matters most a WOW-ing is part of the Venterra culture and empowers us to do the right thing, help someone reach their goals, go above and beyond to make the experience exceptional, and stand out as a company that cares. WOWing increases levels of happiness and life satisfaction. When leaders are seen by their team members as more compassionate and kinder, trust levels are elevated, and they are inspired to WOW our customers. It strengthens connections so that everyone benefits from the enhanced relationships and productivity that stems from it. A sense of community is created when people go above and beyond for the benefit of someone else, and we’re in the business of building communities. The stories you will read on the following pages, are not only inspiring but also show a culture that delivers exceptional experiences for our residents and employees. Not every resident or every employee gets WOW’d; but when it is needed, Venterra has the pleasure and opportunity of making a difference in the life of our customer and/or employee, and you bet we’re gonna take it.
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THE OPPORTUNITY
THE OPPORTUNITY
Melissa is a kind and giving person that loves to bake for others. When her mixer broke, she had no way of easily continuing to do the activity she loved.
A single elderly resident, Mr. Robert Roland, had his car towed after our property’s policy changes, which we resolved. While we drove him to his car, we learned he was a huge Aggies fan dating all the way back to his time in college there
THE EPIPHANY Melissa was never going to spend the kind of money on herself that would be required to purchase a new, good mixer. Venterra and Villa Lago knew how much she gave to others and wanted to give back to her in some way. We also knew she always wanted a red Kitchen Aide.
KEEPING MELISSA’S BAKING IN HIGH DEMAND Villa Lago, Ft. Worth, Texas
ANDREA FARIES
Experience Leader, Community Manager
AL ALVAREZ
Experience Maker, Assistant Maintenance
MATTHEW DOBIAS
Experience Leader, Maintenance Manager
SHAWNY HEFLIN
THE WOW MOMENT After making sure she hadn’t picked up any other replacement mixer, we bought the perfect red mixer she’d always wanted! We kept the purchase a secret until the day we told her a package was in the office for her.
THE RESULT Because of Melissa’s huge heart and a shiny new mixer, she can continue spreading love and joy with her baking. Her favorite pastime always includes giving to others, and we wanted to make sure she could continue doing so.
Experience Maker, Better Living Consultant
TRISH PHILLIPS
Experience Maker, Better Living Manager
THE EPIPHANY Venterra remembered Mr. Roland being a huge fan during this year’s LSU vs Aggies game and how much he must have enjoyed this game.
THE WOW MOMENT Wanting to touch base and show him support for A&M’s big victory, we ordered Mr. Roland an A&M jacket, hat and slippers and had them delivered it to his apartment.
YOU MAY BE A BIG FAN, BUT WE’RE AN EVEN BIGGER ONE!
THE RESULT Mr. Roland wears that A&M jacket and hat and spreads Aggie cheer everywhere he goes, knowing Venterra is his biggest fan!
Preserve at Colony Lakes, Stafford, Texas
MELISSA EDWARDS
Experience Maker, Better Living Manager
HELPING EVERYONE FIT IN
At the beginning of the year, members of the office staff decided to challenge one another to walk more, so each of us bought a Fitbit. Every day we would see our resident, Brian, walk the entire property. We asked him if he tracked his steps and he admitted he did not. Because Brian is such a friendly, outgoing guy, we decided to invite him to join our walking challenge. After surprising him with a Fitbit of his own, he now participates each week, and, ironically, continues to stay at the top of the leaderboard! Villas at Newnan Crossing, Newnan, Georgia
MEGAN WILLIAMS
Experience Maker, Better Living Manager
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THE OPPORTUNITY
THE OPPORTUNITY
Mabel came into our office in a panic over his car not starting, nobody to watch his birds which were in a cage on his shoulder, and a flight to catch!
Mercedes is a hardworking mother with very little time. She needed to move to a new apartment and lacked the help and time needed to get it all done. She was quite stressed and not sleeping.
THE EPIPHANY He needed a mechanic and a… bird-sitter? ... we got this, right? How hard could it be?
THE WOW MOMENT
DOING WHATEVER IT TAKES! Ventana, San Antonio, Texas
PRIYANKA SEQUEIRA
We sent Mabel away in an expedited Uber to handle the weight of the business world without worrying about a thing, while we got his car working and kept the birds chirping.
THE RESULT From panic to peace in less than 30 seconds. Mabel made his flight and called just before boarding. He said it was to thank us, but we’re pretty sure it was to check on the birds. They’re still chirping!
Experience Maker, Better Living Consultant
MOVING MILES WITH SMILES, WE’VE GOT YOU COVERED Timber Mill, The Woodlands, Texas
BRENDA GRASHA
THE EPIPHANY
Experience Leader, Community Manager
With little free time, a move-out date looming over her head, and too many sleepless nights, Venterra knew how to help Mercedes.
THE WOW MOMENT Venterra paid for movers and the entire staff helped to get her family settled and comfortable.
THE RESULT No more worry. No more sleepless nights. Mercedes was able to focus on making a home for her family and they were able to focus on one another and be excited for a new beginning.
DOUBLE THE SWEETNESS
A BREATH OF FRESH AIR
George and his wife recently moved in to The Preserve at Old Dowlen. Since day one, he has stopped by the clubhouse to grab a cup of coffee and to say hello, making everyone smile with his friendly nature. After mentioning that his birthday was coming up, we knew we wanted give him a present that would put a smile on his face. We did some digging and found out that he enjoys being outside, and that he walks to the clubhouse for coffee every morning just to get some fresh air. This helped us think of the perfect gift – a patio set. George was so surprised and thankful for a gift he and his wife could both enjoy.
Each day, we provide freshly baked cookies to our residents, and it’s no secret that they are delicious, but we’re pretty sure Sofia likes them the most. She stops by the office to get one every chance she gets, however, by the time she gets home from school, the cookies are usually gone. Her mother, Marydel, inquired about the brand of cookie dough we use so that she could bake cookies with Sofia at home, but she wasn’t able to find it at the grocery store.
Preserve at Old Dowlen, Beaumont, Texas
With spring break around the corner, I knew it would be the perfect time for Marydel and Sofie to bake, so the staff surprised them with a few goodies. Sofia was given some baking supplies, including the cookie dough she enjoys so much, and we gave Marydel some bath products. Both of them were excited and thankful for their surprises. I’m pretty sure they’ll be stopping by the office with some cookies soon enough!
ABRE KNIGHT
Shadowbrooke, Stafford, Texas
VEROUSKA LLAVERIAS CAMILO-CUEVAS
Experience Maker, Better Living Consultant
Experience Maker, Better Living Manager PAGE 82
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“TEN-HUT!” Tree Park, Flowery Branch, Georgia
THE OPPORTUNITY
THE OPPORTUNITY
Malcolm is a Vietnam veteran with the sweetest disposition. His personal microwave broke one day, and he inquired about how to properly dispose of it.
Ms. Mimi is a cancer survivor. She finished her chemotherapy recently and expressed the difficulties of losing her hair. She didn’t feel like herself. She felt less feminine, and those feelings were making life feel a little dark.
THE EPIPHANY
HARV HUDLOW
Experience Maker, Porter
Ten-hut! This got Harv’s attention and he saw it as an opportunity to do something nice for Malcom after all he had done for our country.
CASSIE ZACCHEO
Experience Maker, Better Living Consultant
THE WOW MOMENT Harv had the perfect, new microwave delivered on the double and included a $100 Gift Card for Malcom’s favorite microwavable snacks!
THE RESULT Venterra thanks you for your service, Malcolm. It’s an honor having you at our community.
THE EPIPHANY Erisha knew she could make a wig easily. Ms. Mimi deserves to feel as beautiful on the outside as she is on the inside, and Venterra can help!
THE WOW MOMENT Erisha knew everything she needed to know about Ms. Mimi to construct the perfect wig for her; hair color, hair length and of course, how to dye the wig. The process took about four hours, but it was worth every single moment the second Ms. Mimi had it in her hands.
Links at Windsor Parke, Jacksonville, Florida
THE RESULT
DON’T TEXT AND DIET
Resident Christina and her husband moved to Belterra as newlyweds in 2017 and have been here through some big life changes, including the addition of a sweet baby boy. After having a baby, it’s no secret that it could be difficult getting back to a healthy lifestyle, but Christina was determined to succeed. One day Christina accidentally sent the office a text saying, “I said no to cake tonight!” She followed up by saying that the text was not meant for us but we wished her luck on her diet progress. Since she was trying so hard to stay on track, we decided to surprise her with some meal prep containers, water bottles, a mug and a journal to help her track her progress. Stick with it, Christina!
ERISHA PORTER
Ms. Mimi was a new woman. With selfconfidence and feelings of femininity restored, she was glowing from head to toe. We were so happy to see Ms. Mimi be herself again.
Experience Maker, Better Living Consultant
Be Positive. Smile. MAKE TIME TO
Belterra, Forth Worth, Texas
SHARE A L AUGH.
ABRE KNIGHT
Amber Cooke, Experience Maker, Better Living Consultant
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THE VENTERRA EXPERIENCE 2019
A NEW ‘DO AND A NEW ATTITUDE
HOW WE DO IT
PAGE 85
THE OPPORTUNITY
THE OPPORTUNITY
Mrs. Cheryl McNair is a strong and vibrant woman who also happens to be the widow of Ronald E. McNair, the 2nd African American astronaut to go to space. She experienced a housefire and had to move to one of our homes while also dealing with media circulating her story as a tragedy.
Nakisha is a diligent, hard-working resident who works mostly twelve-hour days. This leaves little free time to set up and enjoy her home.
THE EPIPHANY Spending time with Mrs. McNair enlightened us to her strength of character and strong will to rise above the adversity presented by the media. We knew we wanted to show her our support in some way.
REMEMBER THE HEROES, NOT THE TRAGEDY Fairways at South Shore, League City, Texas
SHANIQUA SMITH
Experience Maker, Better Living Consultant
THE WOW MOMENT Venterra’s office staff designed and made a cake to replicate Mr. McNair’s NASA space helmet. We delivered it to Mrs. McNair along with a collage of images and a bouquet of yellow roses for remembrance for her husband.
THE RESULT
Respect their time.
Even though people deemed Mrs. Cheryl McNair’s life a tragedy, she knew Venterra did not see her that way. She would continue walking with her head held high no matter what life brought her way!
& RESPOND
WITH URGENCY
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THE VENTERRA EXPERIENCE 2019
THE EPIPHANY If there is one thing Venterra knows, it’s how to help make a home. Just call us therapy for you and your apartment. What Nakisha’s apartment was missing was a nice, comfy sofa and some warm décor for her to come home to. Nakisha also needed to learn to relax for just a few minutes a day. We knew with some time, Nakisha and her apartment could enjoy each other’s company just fine.
THE WOW MOMENT Knowing she’d already picked up a yellow rug from Venterra’s community yard sale, we selected some throw pillows to match and the perfect sofa. Coupled with a nice coffee table, Nakisha’s apartment was ready to surprise and lavish her with warmth and comfort. Nakisha, making the effort to spend a little more time at home enjoying her apartment, was overwhelmed with tears.
THE RESULT Nakisha and her apartment home are now inseparable. Her apartment is the perfect supportive environment. She even makes time for long afternoons, snuggles, and relaxation. They make the cutest couple. They’re going to make it and we love having them!
HOW WE DO IT
THERAPY IS IN SESSION... AT HOME! Valencia at Westchase, Tampa, Florida
ALEJANDRA RUBI
Experience Maker, Better Living Consultant
Be Thankful. SHOW
SHOW GRATITUDE.
PAGE 87
THE OPPORTUNITY
THE OPPORTUNITY
Sam recently lost his best friend of 15 years, Roxy.
Rodney is a jovial and giving resident that spreads lots of laughs and love to anyone he meets. His parents passed suddenly earlier this year, so he was on his own, and just recently, days before his birthday, was diagnosed with an inoperable tumor.
THE EPIPHANY Since Sam has lived at a Venterra community for over 22 years, we knew him and his best friend very well and were mourning with Sam. We wanted to ease his grief any way we could and decided to memorialize Roxy by having a blanket made with Roxy’s photo on it.
THE WOW MOMENT
GOOD DOGS GO TO HEAVEN; THE BEST DOGS STAY WITH US FOREVER
We presented the blanket to Sam. The softness of the blanket was almost like touching Roxy again.
THE RESULT The blanket serves as a source of comfort for Sam, reminding him of the good times spent with Roxy.
Axial Buckhead, Atlanta, Georgia
BROOKE BREWER
Experience Leader, Community Manager
THE EPIPHANY How does so much bad happen all at once and to someone that is such a beacon of light? Venterra had no answers, but knew we had to act and do something to help Rodney.
THE WOW MOMENT We put together a care basket for him including some of his favorite things. Justin wasn’t about to let him spend his birthday alone, so he took him to dinner and promised to be by his side through whatever course of action he decided to take as he was a part of the Venterra family forever now!
Our resident Hannah loves to explore little critters that are crawling around outside. We see her wandering around daily bending down and searching through the grass to see what she can find. Her favorite hobby is to discover different insects that are in the ground from all over. So, we decided to get her a microscope and some slides to be able to better explore. When we saw her outside, we ran to tell her that she had something in the office. She was shocked when she was presented with a large box wrapped in wrapping paper and labeled “I Spy Hannah.” When she opened it and realized what it was, she was floored! She kept thanking us for such a thoughtful gift.
4123 Cedar Springs, Dallas, Texas
JUSTIN HARTWICH
THE RESULT
I SPY HANNAH!
NEVER GIVE UP, NEVER SURRENDER
Hope. An Outlet. Encouragement. We’re here for you, Rodney. You’re such an inspiration.
Make a
DIFFERENCE.
IT MATTERS.
Falcon Square at Independence, Winter Garden, Florida
NINA DIAZ, EXPERIENCE MAKER
Better Living Manager PAGE 88
THE VENTERRA EXPERIENCE 2019
HOW WE DO IT
PAGE 89
THE OPPORTUNITY
THE OPPORTUNITY
Sarah is a student working on going back to school after finally securing the funding to do so. She just needed a copy of her GED to attend, which she was having difficulty finding out how to acquire.
Claudia is a single mother looking to move to another community within Venterra. With her son very busy with work and school, she had no one to help her with this move.
THE EPIPHANY THE EPIPHANY We couldn’t let this opportunity slip through Sarah’s fingers! Venterra knew just what to do.
THE WOW MOMENT
THEY SEE ME LEARNIN’, THEY DOUBTIN’
We found the correct website for getting a copy of her GED scores and printed it out for her, full color, then we framed it. With her framed GED in hand, we did a mini-photo shoot so she could send proof to all the people that doubted her.
THE RESULT Timber Mill, The Woodlands, Texas
BRENDA GRASHA
Experience Leader, Community Manager
Sarah left our office that day no longer worried if she’d be able to get back into school. All doubters had been silenced.
Knowing her situation and never wanting someone to move an entire home by themselves, Venterra went to work to help her.
THE WOW MOMENT We gathered up as many office staff as we could after hours, as well as other volunteer residents, and hauled everything to and from the old and new community.
THE RESULT With the move being taken care of, Claudia was able to save her strength from moving to put together her new home for herself and her son to enjoy.
MOVING A PROBLEM? VENTERRA CAN HELP! The Park at Waterford Harbor, Kemah, Texas
CRYSTAL BRADFORD
Experience Leader, Community Manager
PAYING IT FORWARD
When resident Ronnie stopped by the office, he shared that he would be graduating from a medical coding program just a week before his birthday. To celebrate completing the program and turning a year older, he was planning on spending a few days in California to watch the Eagles play the Rams. Through several conversations with him, we learned that he’s very considerate and has a passion for helping people receive access to quality healthcare.
Look for ways TO MAKE THINGS
MORE SIMPLE & CONVENIENT.
We decided we wanted to make his celebration just a little bit better, so we surprised him with a Visa gift card. Even though his team didn’t win, he had a great time, and we’re lucky to share the joy with our residents and help make their important events a little bit richer. Estancia at Morningstar, Dallas, Texas
MICHELE BUDZ
Experience Leader, Community Manager PAGE 90
THE VENTERRA EXPERIENCE 2019
HOW WE DO IT
PAGE 91
THE OPPORTUNITY Dennis was on the waitlist for 7 years for a kidney transplant when the call finally came. He had to leave for the hospital (that was 3 hours away) immediately and would be gone for at least a month. He had 2 pets that needed care while he was away, DJ, a dog, and Froda, a cat, and we were happy to step up.
THE EPIPHANY
LABOR OF LOVE Carlyle Place, San Antonio, Texas
MAYRA DE HOYAS
Our Venterra team at Carlyle Place was happy to care for DJ and Froda but soon learned that his immune system would be compromised upon his return and realized (even before he did) that he would not be able to live with his pets upon returning. In fact, he wouldn’t even be able to come home to the same apartment. He would need a clean apartment free of any animal hair. How was he going to manage all the preparations from a hospital that was over 200 miles away while in surgery? Well, he couldn’t…
Experience Leader, Community Manager
THE WOW MOMENT
TRACY WALL
But our team can. We decided right then that we would find foster homes for DJ and Froda, find the perfect apartment, and move all his belongings to a new apartment. One day, Joseph, a neighbor, came in and began talking about how he and his roommate had been wanting a pet. We immediately asked if they would consider fostering Froda. Joseph was touched by the opportunity to help a fellow neighbor out while practicing their
Experience Maker, Better Living Consultant
RICHARD COLLINS
Experience Leader, Maintenance Manager
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THE VENTERRA EXPERIENCE 2019
“parenting” skills on Froda. That got the team thinking about who we knew that would make a good foster family for DJ, and it didn’t take long before we lined up a loving home for him, as well. With the fur-babies taken care of, our team moved on to the task of getting his belongings moved to a new apartment. Dennis had an entire room dedicated to DJ and Froda and was excited that we suggested that he donate all of their belongings to the Helotes Humane Society and Charming Pet Rescue. On the day of the move, we even brought in family to help. Some were put in charge of sorting and cleaning while the rest of the team at made several trips in a truck to move the larger items. You would think the hardest part was over, but not quite. The daunting task of cleaning and laundering all his furniture and bedding was still at large. Mayra, our Community Manager, spent every weekend and evening that month tackling each task at a time. Her daughter even pitched in to help dust off the cat hair from his drawers and furniture; not bad for a teenager who hates cleaning! Right before his arrival, Mayra purchased a few new items to help keep his new apartment organized and went on a grocery run to make sure Dennis didn’t come home to an empty kitchen. His diet would be completely different now, and we wanted to support his new dietary needs. After adding the final touches to his new apartment, the team was ready to welcome him home.
THE RESULT Dennis didn’t need the stress of moving and finding a home for 2 pets while preparing for a kidney transplant. He needed to focus on what his doctors were saying. Our Venterra team simply wanted to do everything they could to ensure his surgery went well and that he would make a full recovery.
HOW WE DO IT
PAGE 93
THE OPPORTUNITY
THE OPPORTUNITY
While touring Venterra homes, Mrs. Glover broke down, crying, in the second bedroom of the apartment. It was going to be her son’s bedroom. The Glovers had been displaced by “Hurricane Harvey” and had been living in a single room until then..
Zulal is a native of Istanbul, Turkey on work abroad for her company. She shared that Texas hasn’t been the best experience for her due to the unfamiliar environment and the heat. She was feeling uninspired and unimpressed.
THE EPIPHANY Realizing the amount of loss and heartbreak the Glovers had experienced, Venterra wanted to make their son’s bedroom perfect for him while also helping the parents with costs.
CRUISING INTO A NEW ROOM AND A BRIGHT FUTURE! VROOM VROOM!
THE WOW MOMENT We filled the bedroom with everything it needed ranging from posters and curtains to a car bed.
THE RESULT
St. Andrews, Pearland, Texas
This family was able to experience a little bit of positivity, despite the storm. At least while in his room and laying in his race car, this little boy can dream of his brighter future!
RAMON GONZALEZ
Experience Leader, Community Manager
Moving to Houston during the heat of the summer isn’t the best first impression of this wonderful city where we live. New experiences should be fun, and because Zulal was going to be in Texas for a while, we knew we had to help change her first impression to be better.
A D M I T T H E M I S TA K E
AND DO WHAT’S RIGHT.
THE VENTERRA EXPERIENCE 2019
WELCOME TO H-TOWN: A DO-OVER EXPERIENCE
THE WOW MOMENT It was time for a do-over! Charlene provided her services as a tour guide and took her around to the best spots in Houston including Discovery Green, the best Mexican Food restaurants, and to Westheimer for some coffee and shopping. We also gifted her with a selfie stick she can use to capture the best pics for her blog and, of course, a Houston Astros t-shirt.
THE RESULT
Stuff Happens
PAGE 94
THE EPIPHANY
Zalul’s new impression of Houston was something she would cherish and remember forever. South Shore Lakes Apartments in Hoston, Texas is now referred to as her new home in a cool city.
South Shore Lakes, League City, Texas
CHARLENE CARBAJAL
Experience Maker, Better Living Manager
Go above and beyond T O C R E AT E
MEMORABLE AND PERSONALIZED EXPERIENCES. HOW WE DO IT
PAGE 95
THE OPPORTUNITY
THE OPPORTUNITY
Giovani and Samir are brothers whose family moved to our Venterra community after the devastating residual effects of “Hurricane Maria” in Puerto Rico. The Mangual family had lost everything and after a year of no school being available for their boys, they decided they had to move to San Antonio, Texas to start over.
Nathan is a long-term resident of 10 years. He’s lived at the community longer than it’s been under Venterra’s ownership. One of his favorite things to do is tell stories from the community’s past. He was reminiscing one day about a historical photo that was once present in the leasing office , saying he wished he’d taken a photo to remember how the community started.
THE EPIPHANY
WHEN IT’S TIME TO GET CAUGHT UP
We noticed the brothers were in the business center every day doing catch up assignments even though San Antonio schools were out for summer break. We learned their parents were trying to get them caught up and prepared for classes in the fall. Knowing all the sacrifices the family made for their kids’ education and the diligence displayed by the boys, we had the perfect idea.
THE WOW MOMENT Ventana, San Antonio, Texas
ANALIESE FLORES
Experience Maker, Better Living Consultant
EVELYN CARDENAS
Venterra covered all costs for two new laptops and backpacks for the boys so they wouldn’t be constrained by the business center hours.
Experience Maker, Better Living
THE RESULT
JENNIFER MENDEZ
The laptops served as a great tool for them to complete their work from home which gave them more time with their family. They were also able to get everything done before the school year started so they didn’t fall behind even more.
Experience Maker, Better Living Manager
PRIYANKA SEQUEIRA
Experience Maker, Better Living Consultant
TERESA HEENEY
THE EPIPHANY We knew how much he loved his community and its rich history, so we had to do something for Nathan.
THE WOW MOMENT Venterra called history centers, the city hall and many other places to find the picture Nathan was remembering and speaking about that day. Finally, we scoured through thousands of photos and found the right one!
THE VENTERRA EXPERIENCE 2019
CoHo Apartments, Atlanta, Georgia
NADIA LUCKHOFF
THE RESULT CoHo’s beginning is memorialized and Nathan continues to share its history, our history, with everyone around him.
Experience Maker, Better Living Consultant
Listen to every REQUEST WITH AN
OPEN MIND AND ALWAYS CONSIDER OUR CUSTOMER’S POINT OF VIEW FIRST.
Experience Leader, Community Manager
PAGE 96
A TENURED RESIDENT HELPS VENTERRA WITH A HISTORY LESSON
HOW WE DO IT
PAGE 97
THE OPPORTUNITY
THE OPPORTUNITY
Noe and Kunal are friends but also work buddies. They use the business center every Friday to do tasks that didn’t quite get finished during work hours.
Mr. Jonathan is an extremely determined and positive go-getter. Not wanting to miss his new job opportunity, he drove his motorcycle 24 hours from New York to Texas. He said he just had to do it, or he would have never gotten another chance.
THE EPIPHANY Inspired by their use of the office space, we noticed a few improvements could be made to make things easier for them.
THE WOW MOMENT
WHO NEEDS AN OFFICE WHEN VENTERRA HAS ALL YOU NEED?
Venterra picked up a whiteboard with markers, some lap desks for their laptops, their favorite coffee, new travel mugs and a brand-new projector.
THE RESULT We’re redefining Casual Fridays at the office, or should we say, Noe’s and Kunal’s office… wink wink which allowed them to work and face the pool, just like they wanted.
Shadowbrooke, Stafford, Texas
VEROUSKA LLAVERIAS CUEVAS
Experience Maker, Better Living Manager
THE EPIPHANY We were inspired by his determination despite the daunting road trip and wanted to really welcome him to Texas. Considering what a journey it had been, we had to give him something special!
SOMETIMES YOU JUST HAVE TO GO FOR IT
THE WOW MOMENT Knowing how much he loves his bikes, we bought VIP roof access passes for him and a friend for the Galveston Lone Star Bike Rally.
THE RESULT It doesn’t matter what needs to be done in Mr. Jonathan’s mind, he will do it with a smile on his face. Venterra can only hope we made that journey seem worth it and that it will continue to be worth it!
Fairways at South Shore, Houston, Texas
SHANIQUA SMITH
Experience Maker, Better Living Consultant
Anticipate their
Do it
AND THEN ACT.
MAKE IT THE BEST
RIGHT
UNSPOKEN NEEDS.
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HOW WE DO IT
PAGE 99
CELEBRATED EMPLOYEE MIGUEL CANAS
CELEBRATED EMPLOYEE JESSE GARCIA
Experience Maker, Assistant Maintenance
Experience Leader, Maintenance Manager Villas Continental, Jacksonville, Florida
South Shore Lakes, Houston, Texas
Miguel’s wife was recently diagnosed with Stage 4 Ovarian Cancer. The cost of the many treatments would be insane, so I knew we had to come together as a team and help him and his family during this difficult time, making sure he knows that we’re here for him. We each pitched in cash and then took advantage of our employee WOW budget. In total we were able to provide Miguel and his wife $350 for anything they may need help with during her treatments. Miguel was very emotional in receiving this gift and could not wait to share the news with his wife. Everyone in the office was very touched as well. We ask that you please pray for Miguel and his wife to have a positive outcome from her treatments. Thank you Venterra, for encouraging us to help out our Venterra Family when there is a need and truly making a difference in their lives.
Be Positive. Smile.
Jesse was speaking with one of the painters working on a large painting project we were doing and noticed he was wearing flip flops. When Jesse asked him why he wasn’t wearing shoes, he said he couldn’t afford them as he sends his extra money to his family in Honduras. Jesse felt so bad that he went to the store and bought him a pair of shoes. As you can imagine the gentleman was so happy! To underscore his gratitude, he even began sharing some of the horrific stories that his family has endured. I decided this was a perfect time to remind Jesse how much he is appreciated. He loves spending time with his family, so I bought them tickets to the zoo, with all the extras included. His two small children absolutely love feeding the giraffes! I went one step further and told him that when he decides when he wants to go, to let me know so we can have another manager cover the property allowing him to truly enjoy his time! There are GOOD PEOPLE in the world! Jesse is one of them!
MAKE TIME TO
SHARE A L AUGH. PAGE 100
THE VENTERRA EXPERIENCE 2019
HOW WE DO IT
PAGE 101
CELEBRATED EMPLOYEE LEXY HEFFERNAN
MAYNARD EARLEY
CELEBRATED EMPLOYEE MARIA SORIANO
OBEL VILLAMIZAR
Experience Maker, Better Living Consultant
Experience Maker, Make Ready
Experience Maker, Better Living Consultant
Experience Maker, Make Ready
Apex West Midtown, Atlanta, Georgia
CoHo Apartments, Atlanta, Georgia
The Vinings, Houston, Texas
Preserve At Colony Lakes, Houston, Texas
When Lexy’s AirPods went missing, we knew her daily 2-hour workouts wouldn’t be the same. Music is her motivation and something she will keep with her as she works toward her goal of becoming a fitness trainer one day! To show her that we care, we gifted her a brand new pair of AirPods! She cried tears of joy and appreciation. Look at her joyous smile!
Maynard went out of his way to make the new staff that joined him at CoHo feel welcomed. He also works very hard to ensure our residents are receiving the best service. They love him and aren’t afraid to show it. He always gives 150% to our team and entire community. We never have to ask Maynard twice for anything and he’s always looking for ways to perfect his craft. Team members like Maynard are gems and we’re all so thankful to have him with us.
Maria unselfishly serves our country in the Army, making one of the biggest sacrifices a parent can make - being away from her family. After a month away for training, we wanted to welcome her back with the gift of relaxation. To help with some R&R we surprised her with some aromatherapy candles and bath bombs in lavender and, best of all, a one-hour massage at Massage Envy! Thank you so much for your sacrifice, Maria! We are so happy to have you back!
Since Obel joined our team, the quality of the apartment homes we’re able to offer our newest residents has been amazing. I wanted to do something special to show him how much he is appreciated so when I learned that he is a big fan of the Houston Astros, but has never been to a game with his wife.....I knew I had to make it happen! It was an amazing feeling to see his face light up when I handed him the tickets. And as an added bonus he was going home to WOW his wife!
When it was his turn to enjoy the Venterra Vacation Suite with his family, we presented him with a basket of his all-time favorites (ginger ale, snickers, caramel Starbucks frap, and cookies) as well as some gas money. We all took the time to read Maynard our messages from the card. It was touching to see him smile from ear to ear. Thank you for simply being you.
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HOW WE DO IT
PAGE 103
CELEBRATED EMPLOYEE PAM ADAMS
CELEBRATED EMPLOYEE JESSICA DECKER
DANIELLA SANTIAGO
Experience Maker, Make Ready
Experience Maker, Better Living Consultant
Experience Maker, Better Living Consultant
Links at Windsor Parke, Jacksonville, Florida
Republic Park Vista, Forth Worth, Texas
South Shore Lakes, Houston, Texas
am is always taking care of our residents, even off the clock. She lives in our community and walks neighbors’ P dogs when they are ill or out of town, takes out trash for people who are unable to, has enlisted the help of her sons to move furniture for people and been a shoulder to cry on for neighbors experiencing tough times. She even used her own money to purchase a needed item for a fellow team member.
Jessica’s fiancé proposed to her on the 4th of July and she couldn’t have been more excited! He nailed the details and even got the whole family involved. We wanted to make sure her excitement continued once she was back at work so I surprised her with a cute engagement box, and a customized “Mrs. Gilbert” hanger for the big day! Congrats Jessica!!!
Daniella is going on a trip to Mexico to visit with her family this week all by herself. No husband, no kiddos. I was trying to think of a way to make her trip more enjoyable when she mentioned she was a little envious of her husband’s AirPods. BINGO! I ran to the Apple Store the day before her trip and surprised her with the gift! She kept repeating “You did NOT! NOOOO!!! REALLY?!” She was so excited she immediately paired them with her phone and called her Husband on FaceTime to show him. He started laughing and informed me that we need to stop spoiling his wife because he can’t keep up with us! I am grateful for the opportunity to bring this smile to her face!
We have a resident who has cancer and recently broke her leg so had to stop her nurse visits for about a month to get caught up financially. Incredibly, Pam is going to be helping her around the house on her personal time with cleaning, walking her dogs, and helping with meals until she can get her nurses back in her home!! She is just so amazing, and all the residents love her as part of their family. She has such a big heart. Pam’s favorite things are a steak dinner and spending time with her family. If you ask her what she likes, she will say “STEAK!” We presented her with a $100 gift card to a steak house so she and her 2 sons can share in her favorite meal! She definitely deserves it and we are so lucky to work with such a wonderful person.
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Go above and beyond T O C R E AT E
MEMORABLE AND PERSONALIZED EXPERIENCES. HOW WE DO IT
PAGE 105
CELEBRATED EMPLOYEE SUSAN WILLIAMSON
TERRY LUCKETT
CELEBRATED EMPLOYEE CHARIS WALLS
ALFREDO GODINES
Experience Maker, Better Living Consultant
Experience Maker, Assistant Maintenance
Experience Maker, Better Living Manager
Experience Maker, Porter
Town Station Lofts, Raleigh, North Carolina
The Villas At Newnan Crossing, Atlanta, Georgia
Park West, Dallas, Texas
Park West, Dallas, Texas
Recently, Susan asked me for some time off so that she could get away to the beach. She gives so much to her team and to the residents and never asks for anything in return, so of course I was excited for her to go and take some time for herself. But there was one problem - Susan has 2 pets that would need care for while she was gone. Jordan and I arranged for Roxie and Cosmo to enjoy a little 6-day vacation of their own. Susan was ecstatic that her pets would be well taken care of at an expense she didn’t have to worry about. She returned from the beach refreshed and renewed - just as she deserves to feel!
Terry would soon be moving out of his mother’s house and into his first townhome with his fiancé and brand new baby. He told us he was going to miss his mom’s home cooking and soft towels the most! He wasn’t moving too far, so we knew he’d still be getting his home-cooking fix, so we decided to get him his own set of towels along with some other bathroom necessities to make his first home more comfortable. While it might be challenging to adjust to his new life away from mom, we hope these towels remind him of how much he’s cared for! We hope he enjoys his new place!
Charis recently moved into her own apartment and expressed interest in a door camera. During one of our weekly team huddles she asked for some information we’d recently provided for a resident, so immediately after our huddle I found the perfect one for her!
hile I was training Alfredo on how to view his W maintenance scorecards, I noticed he was slow at typing. He said he hardly ever touches a computer because he has never owned one. If he had a computer of his own, he would be able to practice typing which would not only help him check his scorecards, but also to feel more comfortable checking his email at work, working with service requests and entering supply orders if necessary!
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THE VENTERRA EXPERIENCE 2019
Fast Forward to April Fool’s Day, we made up a story that our guest suite had been invaded and that we needed all hands on deck. As she walked to the suite, she could see all of the staff gathered in the hallway “investigating” the crime scene. I guided her down the hallway and we surprised her with an already installed door camera ready for use. Our Maintenance Manager helped her set everything up, showed her how to use it and download the app along with it. We hope it makes her feel more comfortable living in her own place!
HOW WE DO IT
So I decided to get him a laptop of his very own! Stephanie and I did some research and found him the perfect beginner laptop. I’m sure it won’t be long till he’s typing circles around the rest of us ;)
PAGE 107
CELEBRATED EMPLOYEE REGINA SIMONEAUX
FRAN SOLORZANO
CELEBRATED EMPLOYEE KEISHA HOWELL
AL ALVAREZ
Experience Maker, Housekeeper
Experience Maker, Assistant Maintenance
Experience Maker, Better Living Consultant
Experience Maker, Assistant Maintenance
Preserve At Old Dowlen, Beaumont, Texas
Republic Park Vista, Forth Worth, Texas
The Park at Waterford Harbor, Kemah, Texas
Villa Lago, Fort Worth, Texas
Regina works really hard to keep our community looking great! She loves her music and is always carrying around a radio, so when the one she had stopped working, Hector immediately wanted to get her a new one! We ordered one for her and put it in the apartment home she’d be working in the next morning to surprise her! She was so excited and sent Hector a text to say thank you, along with a “Best Boss Ever!”
Fran recently moved to our community so was in the market for some furniture. He made a comment that he would love to get some patio furniture as the weather was warming up and he would love to be able to enjoy his patio more. I immediately had the idea to surprise him with a patio set! He was so thankful and set it up on his patio immediately!
Keisha and I were discussing WOW ideas for a resident when it came up that she’d never experienced the relaxation of a massage! I knew right then that when I purchased the resident’s massage, I would be purchasing one for Keisha, as well!
Al was on a six foot ladder repairing an emergency light when both the emergency light and his drill fell from the ladder. Al, being a cost-prudent team member and knowing he could only save one of the two from certain doom, chose to save the emergency light. Such devotion to his work could only be rewarded with a new Rigid cordless drill along with a powerful Impact drill to complete the set. Thank you, Al for always going above and beyond and making Villa Lago a great place to live for our residents!
Look for ways TO MAKE THINGS
MORE SIMPLE & CONVENIENT. PAGE 108
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At the end of the day I asked Keisha to please come see me as I needed to talk with her. She was a little nervous because I also brought in our Maintenance Manager. We surprised Keisha with an appreciation card where I wrote her a personalized thank you, including all our favorite hashtags. She was shocked to see the one-hour massage gift certificate as well as a certificate for a manicure and pedicure! Thank you Venterra for helping me show appreciation. #awesomesauce #venterraleaders #hashtag
HOW WE DO IT
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CELEBRATED EMPLOYEE RACHEL BLAND
ALEX CHACON
CELEBRATED EMPLOYEE MELISSA EDWARDS
JAMIE MENDEZ
Experience Maker, Better Living Manager Cobblestone At Eagle Harbor, Jacksonville, Florida
Experience Leader, Community Manager Riverbend, Houston, Texas
Experience Maker, Better Living Manager Preserve At Colony Lakes, Houston, Texas
Experience Maker, Better Living Consultant
Rachel has been wanting to travel lately but her passport expired over 10 years ago. For several reasons, not the least of which is she’s a working mom, she’s just not been able to get it done! So on her birthday not only did we surprise her with pretty decorations, cute card, and cake, but I also had something up my sleeve! I told her we were leaving right then to go get her passport taken care of! I am so happy I was able to do something for this hardworking mom that is always thinking of others before herself.
Alex had been wanting to see a particular comedian for a while so when he told me that he was coming, I knew I wanted to get him tickets! Theo Von was at The Improv, so I purchased tickets for him and his wife! I also surprised him with a gift card for his favorite thing ever - Uber - and topped it off with a cake and other yummies! The day of the show, he left a few hours early so he could get good seats, and they ended up 3 tables away from the stage!
Last year, Melissa lost her Pandora bracelet FULL of charms! After searching for days she finally gave up and accepted her loss. Melissa had to begin from zero so she began to purchase charms until she was able to get a new bracelet.
Jamie and her family are originally from California, with no family here in Florida, so we wanted to be sure they were surrounded by love when welcoming their newest addition! With some secret help from her husband Michael, the team threw a surprise baby shower for Jamie, complete with a beautiful tiered cake, chips, dip, finger sandwiches and we even played games including our own version of a “Birdbox” challenge. A great time was had by all and Jamie and her family were so happy and thankful that we took the time to celebrate this happy occasion with them. It was a really great moment to see all of our team members enjoying one another and celebrating a fellow employee.
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Gateway North, Tampa, Florida
After she received a promotion and around that time told me that she had 6 charms; I knew what I had to do! On the first weekend of the month, I surprised her at work with her new bracelet to not only replace what she had lost, but also congratulate her on her amazing accomplishment! The big smile and multiple hugs only told me that I made her day!
HOW WE DO IT
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CELEBRATED EMPLOYEE VIVIAN PENA FERNANDEZ
JOSEPH VELARDE
CELEBRATED EMPLOYEE MICHAEL BOLEWARE
MARGARITA LAZCANO
Experience Maker, Better Living Consultant
Experience Maker, Make Ready – Certified
Experience Maker, Assistant Maintenance
Experience Maker, Porter
Belterra, Fort Worth, Texas
Ventana, San Antonio, Texas
West 46th, Nashville, Tennessee
Westover Oaks, San Antonio, Texas
Vivian went to the bank to have a form notarized and took a folder with her that contained several personal items such as her daughters first footprints from the hospital, as well as her hospital bracelet among other sentimental things. Several days later, Vivian realized the folder was missing and after looking everywhere, it dawned on her that she must have left it at the bank. When she called the bank, they informed her that it had already been shredded! My heart sank! You can’t get those sentimental items back and I could tell Vivian’s heart was broken. To try to help ease the pain, I gifted her a hand and footprint kit so she could make new footprints for her daughter’s 1st birthday. I also purchased a mini session with a local photographer so she could take family photos and have lasting memories of her daughter at this sweet age. I know it doesn’t replace what was lost, but I know it helped Vivian see that there are years of future memories to be made.
While completing service requests, Joseph realized he had lost his cell phone. He drove around looking for it and eventually found it, but unfortunately someone had just run over it. The phone was completely demolished! I decided to take the cell phone worry off his hands, by purchasing him a new phone and activation card. He was so grateful and relieved. He admitted he was holding back tears and said he couldn’t thank me enough for such a thoughtful gift.
Michael is a true Alabama football fan, so when we discovered he had never been to a game, we went online as a team to fix that! We purchased 2 great seats and some new Alabama gear for him and put it all in a box. To add some extra fun, we told him that the box contained pet waste bags, but we needed him to open it immediately to make sure our order was correct. Once he realized what it was, he was beyond grateful! We were so excited to be able to provide him with such a memorable experience!
Margarita was full of excitement and anticipation expecting her first grandchild, a baby boy! She was so excited to become a Grandmother and we wanted to add to her joy! We put together a grandmother-to-be gift set that included a Grandma t-shirt in purple (her favorite color), ‘Grandma’s Garden’ stepping stone, ‘Grandma’ tumbler, I Love You, Grandma book, and some other adorable baby items. I called her to the office to ask about a specific apartment home and surprised her with the gifts! She was so happy she started to cry. Meet Baby Lorenzo!
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HOW WE DO IT
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AND MOST IMPORTANTLY, OUR PEOPLE
and most importantly,
WE HAVE THE BEST PEOPLE AND PEOPLE MAKE ALL THE DIFFERENCE PEOPLE MAKE ALL THE DIFFERENCE FROM THE CHAIRMAN Nineteen 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 small-scale 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. 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.
ANDREW STEWART
Experience Leader, Chairman
It would also be achieved by building a great operating company, one excellent person at a time. It has not always been easy. 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 stories, employee feedback, and customer feedback 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 how we have become what we are today. How Do We Do It? As you read the final chapter, chapter 5, you will agree that we are an organization that excels at every part of its existence due to the quality and character of the people who are the substance of it. Thank you for being that substance. I’m looking forward to our future together.
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AND MOST IMPORTANTLY, OUR PEOPLE
INSIDE Venterra
The Employee Experience
We whole-heartedly embrace the fact that Venterra’s success over the years is a direct result of the amazing people we have on board and strive to create a culture that honors that. Our Core Values guide the ways in which our culture motivates and inspires our passionate, diverse and innovative employees. Specifically, our Core Value of ‘Never-ending Pursuit of Excellence’ applies to our employees and their growth and development, encouraging their career growth throughout their time with Venterra. Oh, and we love to have fun, too!
93%
93%
96%
My work has special meaning: this is not “just a job.”
I want to work here for a long time.
I feel I make a difference here
FROM THE SENIOR DIRECTOR OF RECRUITING & EMPLOYEE DEVELOPMENT Ten years ago, before Employee Experience was a commonly used term or had evolved into what we now call EX, we knew that to deliver an amazing experience to our customers, we would have to do the same for our team members. We understood we couldn’t deliver on our service values, our company vision, or create industry-leading experiences without first thinking about…
Having people on our team who live our core values, who out-care the competition and
embrace our service standards; those who are passionate about delivering excellence and who truly want to make a resident’s day better.
Nurturing an environment that not only empowers employees to make a difference and share
BRIDGET SHERROD
Experience Leader, Senior Director of Recruiting & Employee Development Employee Since 2003
their ideas but also rewards them for it.
Providing a meaningful sense of purpose; where employees know what they do every day
SHAWNY HEFLIN
DIANA STEPHENS
Experience Maker, Better Living Consultant Villa Lago | Forth Worth, TX Employee Since 2018 The loving and caring work environment and the constant appreciation coming from people all around makes it easy to come to work every day and be the best I can be for my team and company.
Experience Leader, Community Manager South Shore Lakes | Houston, TX Employee Since 2014 I love that Venterra focuses on the bigger picture for both their employees, and their residents. We are very well taken care of and part of a culture that brings us such positivity to our lives in a way that I honestly don’t think any other company can.
matters, because they can see the impact they make.
Forming a fun culture, where employees enjoy coming to work in a “Team First” environment. Creating a place where team members can set personal life goals to become a better version
of themselves and are encouraged and incentivized to achieve them.
And, ultimately, where employees enjoy an experience unlike any other in our industry; allowing them to in turn provide great
experiences to our customers: experiences so special that they’re shared both inside and outside of Venterra; experiences that help shape and maintain our unique company culture; experiences that positively impact the lives of countless individuals.
So, for the past ten years, we’ve been intentional about creating the Venterra Employee Experience; where our team members experience Fun Fridays, Volunteer Days, Better Ways, Disney World adventures, Lifelong Learning, Bring Your Dog to Work Days… and the list goes on. But none of those things matter as much as our team members do. It’s our team members who make the Venterra culture unlike any other. It’s our team members who make us a great place to work. And it’s our team members who provide our customers with an experience they rave about. So, we thank them for bringing their best selves to work every day and for believing in who we are and where we are going. I can’t wait to see what’s next!
JESSICA SHAW
Experience Leader, Employee Experience Manager Employee Since 2004 Working at Venterra for 15 years has really engrained the idea of being good to people and doing the right thing into my daily life. I often find myself actively looking for ways to help people, regardless of who is watching or if there is any personal benefit, and my time with Venterra has been a huge influence on that. Just recently this was solidified for me once again. I was on a flight and overheard one of my seatmates telling her husband she wasn’t sure if she was going to have enough cell phone battery to call her dad for a ride once we landed. It would have been easy enough to not get involved, as is often the case on airplanes, but that’s not what Venterra has taught me. I had my portable cell phone charger with me, and without hesitation offered to let her use it. She hesitated at first and said “thanks, that’s ok” but I just about put it in her hand and said “yes, use it!”. I could tell she was caught off guard and also really appreciated it so their plans could continue on schedule. The best part? I only had that portable charger because of the 15-year anniversary gift my boss had given me just a month prior – a suitcase with a removable charger! Even in the moment it wasn’t lost on me that I was able to help this person because of the awesome gift I had recently been given. That’s what it means to me to work for Venterra. Experiencing great so you can do great.
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ALLEN RAFIEHA
Experience Leader, Director of Maintenance Employee Since 2006
One of the things that stands out about Venterra is that the Leadership truly has the best interest of their employees in mind. Here’s why I say that: There was a two-day department meeting scheduled at the same time my wife was due to deliver our 4th child. Yes, the meeting was local, so there was no travel, and we’d made plans ahead of time to get the other 3 kids to and from school and extracurricular activities, but Joey Bruce and Bryan George actually discouraged me from attending the meeting. I was going to go anyway. Then, our baby boy came a few days early! I let them know about the birth and, since the baby was early, I would be at the meetings. They each replied with a congratulations and that I was not allowed to attend the meetings. I was stunned. I settled in at home with my family and realized that they’d pushed me to do what’s right for me. This experience has furthered my commitment to the organization and its leaders and helped to solidify for me, on a very personal level, the importance of living the values and fulfilling the promises that we make to our valued employees.
KAZEEM JAFFER
Our culture and values are unlike anything else in our industry, so we work hard to build them into every employee touchpoint. And, when it comes to our candidates, Venterra Hiring Managers and Recruiters take advantage of every opportunity to share what makes us so unique. These upfront conversations ensure our top candidates are a match for our culture and set our high expectations for employee and customer experience early on. As a result, we end up with teams packed with some truly amazing individuals.
INSPIRATION: VENTERRA STYLE
AMY CHANG
Experience Leader, Vice President of Accounting Operations Employee Since 2017
Experience Leader, Recruiting & Candidate Experience Manager Employee Since 2019
I joined Venterra’s Accounting and Finance team in August 2017, with 15 years of experience working for other organizations. From the moment I joined the company, it was clear to me that this is a special place to develop professionally and make a real business impact. The creative energy and innovation that comes from every team member in the company to constantly striving to improve the resident and investor experience is a major differentiator for Venterra. As a Venterra Leader, I work with other leaders to constantly foster an environment where our team members have the autonomy to learn and grow, while delivering value to the business. Venterra has a deep passion for a never-ending pursuit of excellence at all levels and uses metrics to be able to identify opportunities and monitor success. On top of this, our social events and Venterra Cares events are something people get excited about and are a lot of fun!
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EASTIN ISAAC
Experience Leader, Recruiter & Brand Specialist Employee Since 2014
At Venterra, we live our core values starting from our initial engagement with potential employees and continue to do so throughout the recruiting process. From my own personal experience as a candidate not so long ago, I can truly appreciate the efforts made to bring the right people on board. For example, I could have easily chalked the team lunch that was part of my interview experience up to “WOW – that’s generous of them to treat me to a delicious meal!”, but I now have a better understanding of the purpose – to make sure we were a great fit for each other. Our ideal candidates are Humble, Hungry, and Smart and our approach to recruiting is a huge asset to the success of Venterra, truly setting us apart as an innovative leader in our industry. I am honored by the opportunity to embrace this culture fit process and to live and breathe it in all of my interactions, both professionally and personally.
THE VENTERRA EXPERIENCE 2019
With our Core Values, commitment to Learning & Development and tons of unique perks and programs, the Venterra culture truly inspires you to do more, both for yourself and others. Each Venterra employee has their own reason for giving so selflessly to our residents, communities and each other. For some, 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 ensure a successful future. Whatever the reason may be, we believe every single team member deserves the most engaging and rewarding 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 very own Venterra employees! Check out why some of our Atlanta-based Venterra rock stars decided Venterra was the place for them:
SCAN THE QR CODE TO WATCH THE VIDEO!
AND MOST IMPORTANTLY, OUR PEOPLE
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AND MOST IMPORTANTLY, OUR PEOPLE
THE MORE
you know,
JOEY BRUCE
The More You Grow
A commitment to Lifelong Learning provides endless opportunities for growth! At Venterra, we love celebrating our team members who are committed to advancing their personal and professional goals. Our Education Assistance Program encourages team members to continue their education by funding conferences, seminars, certifications and degree programs. Our Venterra Reads program also offers educational books at no cost, providing yet another way for members to develop their skills.
Experience Leader, Senior Director of Construction Services Employee since 2007
This past year I have been deeply involved in coursework, taking classes to learn new methodologies and to gain designations that will enhance my role and add value to the company. I found this new routine of learning refreshing and very engaging. It’s great to work at a company that supports education and lifelong learning. Without Venterra’s emphasis on learning, I am not sure I would have pushed myself to earn the PMP (Project Management Professional) and CCM (Certified Construction Manager) designations this year. Not only is this a new-found passion of mine, but most of my team, if not all of them, are now following the same path of furthering their professional development in areas like construction estimating, project management courses, and mechanical licensing. These are just a few areas of focus by the Technical Services Group currently and I am excited to keep building on my skill sets, to improve my abilities and the abilities of my team. Sure, a lot of companies say they value education, but Venterra means it and really goes above and beyond to help employees develop professionally.
PRIYANKA SEQUEIRA
Experience Maker, Better Living Consultant Ventana | San Antonio, TX | Employee Since 2016 Venterra encourages my own learning and growth simply by providing opportunities; pushing me to reach the next level by giving me projects that I’m interested in, will enhance my role, and will require some education on my part. This encourages me to seek out knowledge and gives me a sense of accomplishment and confidence.
MICHELE BUDZ
TARA HOLLAND
Experience Leader, Community Manager Park West | Dallas, TX Employee Since 2017
I love that Venterra places such a high focus on Lifelong Learning and puts into motion the programs to support this focus. Knowing that our company supports our personal and professional growth is a testament to Venterra’s Never Ending Pursuit of Excellence! This year alone, our team members earned 57 degrees and certifications, and we saw over 49 people complete the Lifelong Learning Challenge in the first 6 months. I am proud to work for a company full of people who see such value in continuing to develop their skills.
JEN WILLIFORD
Experience Leader, Employee Learning and Development Manager Employee since 2017
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I think Venterra’s focus on growth and promoting from within are two of my favorite ways they show appreciation and celebrate success. The ability to look at team performance and see who has the passion and drive to be promoted, then training those team members for their next step speaks volumes about how much Venterra values and trusts their employees’ insight. I started as a Better Living Consultant and was promoted to a Better Living Manager, thanks to the tools, training, and time my awesome Community Manager shared with me.
Experience Leader, Community Manager CoHo Apartments | Atlanta, GA Employee Since 2018 Within a span of 5 years, Venterra has transformed my life for the better in so many ways. Professional development is just one of the these areas. Based on my experience and what I’ve seen, Venterra can make a great employee even better. Their philosophy of leadership has taught me to be a leader no matter the role I’m in and always strive to grow as a person. Thanks to Venterra, I’ve read many books and earned my CAM certification. Their Lifelong Learning program is a road to excellence, all anyone has to do is start their journey.
94%
of employees agree that they are offered training and development to further themselves professionally. AND MOST IMPORTANTLY, OUR PEOPLE
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BETTER LIVING MANAGER EMPLOYEE EXPERIENCE CLASS In support of a World-Class Employee Experience, in 2016 we began hosting our Employee Experience Class and have received rave reviews each year. To further strengthen our commitment to the Venterra Experience, this year we offered the first-ever Better Living Manager class. In support of a World-Class Employee Experience, we offered the first-ever Better Living Manager Employee Experience Class. This class focuses on tools for becoming a better leader, pro tips from peers who have moved into the Community Manager role and how to leverage Venterra’s programs and think outside the box on taking our teams’ Employee Experience to the next level.
VALERIE NERIA
Experience Maker, Better Living Manager 4123 Cedar Springs | Dallas, TX Employee Since 2019 “I was only with Venterra for 3 days before I attended this class and didn’t know much, but in this class, I learned so much! I had the most fun I have had with any employer in a long time and this was before we went to Topgolf!
EMPLOYEE CHAT: ONE-ON-ONE WITH KATHRYN DEVINE How has our WOW culture inspired you to WOW someone outside of Venterra?
KATHRYN DEVINE
Experience Leader, Community Manager Bradford Mills Lofts, Louisville, KY
“I used to work for Venterra from 2013 until 2015 when my husband and I moved back to Kentucky. So when Venterra started buying properties in Kentucky, I was happy to have the opportunity to work for such a great company again. There are several things I like about working here but I especially love the WOW program because it provides feel-good moments. It’s taught me to go out of the way and take that extra step to make someone’s day better without expecting anything is return. For example, my friend’s mom always complimented me on the lipstick I wear so I decided to go buy the same lipstick for her and leave it in her mailbox. It’s just truly rewarding. It’s also helped me to become more sensitive, such as listening to someone’s concerns and putting yourself in his or her shoes. It makes things not so black and white. I don’t want residents to be afraid to approach me about sensitive topics, such as if they’re going to be late paying their rent. Being in this industry allows you to build
VENTERRA CERTIFIED MENTOR PROGRAM This year, we launched our official Venterra Certified Mentor Program by bringing our Better Living Consultant mentors together to attend the first annual Better Living Consultant Mentor Certification course. Mentors from across the portfolio had the opportunity to visit our Houston corporate office, share tips and best practices and continue to grow their skills as Venterra Mentors.
MEGAN MONTEMAYOR
Experience Maker, Better Living Consultant The Phoenix | Dallas, TX Employee Since 2017
Mentor Certification Training felt like more than training, it felt like a retreat. It was an opportunity to meet other people who are just as eager to lend a helping hand to someone as I am. I left there knowing that I have friends in EVERY region that I can lean on for advice or help. In the most recent opportunities that I have had to utilize my new training certification, I have found that I am more confident in my role as a mentor. The Regional Trainers radiated positiveness and unity in a way that was contagious.
relationships with people. You become friends and share stories and get to know each other. It teaches you to engage and empathize with the people around you.” PAGE 124
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AND MOST IMPORTANTLY, OUR PEOPLE
INSPIRING
growth
Who has inspired your development and growth? LINDSEY WERT
MEGAN CURRY
SHELBY MCGINNIS
Experience Leader, Community Manager Shadowbrooke | Stafford, TX Employee Since 2016
Experience Maker, Better Living Manager Estancia at Morningstar | The Colony, TX Employee Since 2017
Stephanie Burns leads by example and has given me a confidence I’ve never had before. I will always see her as my mentor and look to her as an example of leadership, work ethic, and giving your all. I can’t thank her enough for what she’s done for me as an employee and as a person.
Mollie Witt and Lissa May equipped me with confidence and the tools to succeed! They both believed in me even when I lost faith in myself. They always make me feel valued and that I make a difference. I have had a phenomenal journey in a short period at Venterra - from Better Living Consultant to Senior Better Living Consultant, then to Community Manager, then Mentor, and now Senior Community Manager. The opportunity for growth and advancement is unbelievable.
Experience Leader, Community Manager Citrus Run | Tampa, FL Employee Since 2015 I can credit my former Community Manager - Erin Krohne - with pushing me to get my CAM when I was a Better Living Manager, for showing me how to get through an OIS review, and for continuing to mentor me in my role as Community Manager. She’s truly been my biggest fan at Venterra, and I cannot express how much of a role she’s played in my continued growth.
STEVEN KING
Experience Maker, Better Living Consultant Silverbrooke | Stafford, TX Employee Since 2017
VANESSA SULLIVAN
Experience Leader, Community Manager Westover Oaks | San Antonio, TX Employee Since 2002 Maitina Morrissey has been the greatest inspiration to me while working at Venterra. I learned so very much about the industry and being a great leader from her. I admire her work ethic, knowledge of property management, leadership qualities and patience. She believes in me and pushes me to do better. I thank her for all I have become as a Community Manager with Venterra.
Alex Chacon has been integral to my growth at Venterra. He has pushed me to be better as a Better Living Expert and encouraged me to apply to become a Venterra Mentor. Jessica Lunsford has also encouraged my growth tremendously. She is one of the main reasons for my success. She saw my need for structure, and she pushed me to do better, get organized, stay focused. Jessica is amazing at what she does.
JENNIFER MENDEZ
Experience Maker, Better Living Manager Ventana | San Antonio, TX Employee Since 2016
JESSICA LUNSFORD
Experience Maker, Community Manager Silverbrooke | Stafford, TX Employee Since 2016
JOSHUA ATKINS
Experience Leader, Maintenance Manager South Shore Lakes | League City, TX Employee Since 2015 Stephen Daalling has made me who I am today. He has taught me to be the best I can be with a focus on humility and perseverance.
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MATTHEW DOBIAS
Experience Leader, Maintenance Manager Villa Lago | Fort Worth, TX Employee Since 2013 Ryan Andrews has pushed me, and all of his Maintenance Managers, from good to great. When I run into a difficult situation I think to myself WWRD - What Would Ryan Do, and this thinking has been successful for me.
THE VENTERRA EXPERIENCE 2019
Lissa May reached out to me, when I was a Better Living Manager, for an opportunity to help cover at a new acquisition in Nashville. I was terrified because this was a new property and there was no Community Manager or Maintenance Manager. I thought this would be unattainable for me to do and something that I would not consider on my own. However, she believed in me and I bit the bullet and went. I am now so thankful she reached out to me and this experience was a major driving force of my development and growth. Something I will never forget!
My community manager, Teresa Heeney, is an integral part of my success. Working for her is amazing! She does a great job developing her staff into leaders through training and empowerment. Coming into the industry with zero experience, I was always scared of failure, but Teresa has rooted for me every step of the way. She gave me everything I needed to prepare for a management position, long before I ever CONSIDERED the possibility of being promoted. I now know: every time she gave me an extra task, included me in a conversation with a vendor, or had me call a resident to resolve an issue, she was preparing me for something bigger. Those small moments and simple acts helped my transition into the Better Living Manager role feel almost seamless.
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ERIN DOBIAS
Experience Leader, Community Manager Republic Park Vista | Fort Worth, TX
CERTIFICATIONS/DEGREES
JOE JACINTO JR.
JESSICA DIAZ
Experience Maker, Porter Preserve at Baywood | Pasadena, TX
At Venterra, we love to celebrate our team members’ achievements. Last year, 132 team members took advantage of education assistance and earned 62 degrees/certifications. ADVANCED POOL TECHNICIAN CERTIFICATE DAVID WILLIAMS
CAPS DAVID WILLIAMS
Experience Leader, Regional Maintenance Manager Houston Region
Experience Leader, Regional Maintenance Manager Houston Region
BACHELOR’S DEGREE
STEPHANIE BURNS
DANIELA MANZANO
Experience Maker, Better Living Consultant Valencia at Westchase | Tampa, FL
JEN CASTANEDA
Experience Maker, Better Living Consultant The District Universal | Orlando, FL
Experience Leader, Community Manager Estancia at Morningstar | The Colony, TX
ERIN DOBIAS
Experience Leader, Community Manager Republic Park Vista | Fort Worth, TX
CERTIFIED RESIDENT MOLD INSPECTOR SCOTT LEVESQUE
CAM ALLISON KOLOWICH
Experience Leader, Community Manager The Phoenix | Fort Worth, TX
ANDREA FARIES
Experience Leader, Community Manager Villa Lago | Fort Worth, TX
DANNY RODRIGUEZ (CAM-T)
Experience Leader, Regional Maintenance Manager Florida Region
EMILY BERTOLINO
Experience Maker, Better Living Manager San Palmilla | Webster, TX
FABIOLA REYNOSO
Experience Leader, Community Manager Preserve at Colony Lakes | Stafford, TX
LINDSEY THOMAS
Experience Maker, Better Living Consultant Belterra | Fort Worth, TX
MAITINA MORRISSEY
Experience Leader, Regional Maintenance Manager Houston Region
CPO ALEX GOMEZ GONZALEZ
Experience Maker, Make Ready Dominion | Conroe, TX
ALLISON KOLOWICH
Experience Leader, Community Manager The Phoenix | Fort Worth, TX
ANDREA FARIES
Experience Maker, Assistant Maintenance Manager Silverbrooke | Stafford, TX
STEVE DOMINGUEZ
Experience Maker, Assistant Maintenance Manager Shadowbrooke | Stafford, TX
WOODY ATHA
Experience Leader, Maintenance Manager 4123 Cedar Springs | Dallas, TX
EPA
MANAGER OF POOL OPERATIONS ELIZABETH PECHE
Experience Leader, Community Manager Zang Triangle | Dallas, TX
LISETTE GUTIERREZ
Experience Maker, Porter Zang Triangle | Dallas, TX
HOUSING TAX CREDIT CERTIFICATION TRINITY SCOTT
Experience Leader, Regional Better Living Consultant Houston Region
HVAC LUIS HERNANDEZ
Experience Maker, Make Ready-Certified San Palmilla | Webster, TX
JOSH SEWARD
JAIME GALVAN
INCOME ELIGIBILITY CERTIFICATION BRENDA GONZALEZ
ERISHA PORTER
MELISSA EDWARDS
Experience Maker, Better Living Manager Preserve at Colony Lakes | Stafford, TX
NATIONAL HOME INSPECTOR’S CERTIFICATE TOSH MILLIGAN
Experience Leader, Regional Maintenance Manager Southeast Region
BUSINESS COMMUNICATION CERTIFICATION & PUBLIC SPEAKING CERTIFICATION MONICA GARNER
DANNY RODRIGUEZ
DANNY RODRIGUEZ
ENRIQUE AMARO
JAIME GALVAN
Experience Leader, Regional Maintenance Manager San Antonio & Austin, TX | Nashville, TN
Experience Maker, Better Living Consultant The Links at Windsor Parke | Jacksonville, FL
Experience Leader, Regional Maintenance Manager Florida Region
Experience Leader, Regional Maintenance Manager San Antonio & Austin, TX | Nashville, TN
Experience Leader, Better Living Manager San Palmilla | Webster, TX
LANDSCAPE IRRIGATION CERTIFICATE
NALP
Experience Leader, Regional Maintenance Manager Florida Region
Experience Maker, Make Ready- Certified Republic Park Vista | Fort Worth, TX
TRINITY SCOTT
Experience Leader, Regional Better Living Consultant Houston Region
DANNY RODRIGUEZ
DAKOTA RODDY
EMILY BERTOLINO
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ROGELIO GARIBAY
HVAC CONTRACTOR’S LICENSE
MICHELLE BAINES
TARA HOLLAND
OSCAR GRANADOS CONDE
Experience Maker, Porter Carrington at Park Lakes | Humble, TX
BERTHA HERNANDEZ
Experience Maker, Regional Maintenance Manager Florida Region
Experience Leader, Community Manager CoHo | Atlanta, GA
MIKE LOREUS
Experience Leader, Maintenance Manager Citrus Run | Tampa, FL
Experience Leader, Community Manager Villa Lago | Fort Worth, TX
Experience Leader, Senior Asset Manager Experience Leader, Community Manager Carrington at Park Lakes | Humble, TX
Experience Maker, Better Living Consultant Timber Mill | The Woodlands, TX
Experience Maker, Make Ready-Certified Bradford Mills Lofts | Louisville, KY
Experience Maker, Make Ready Shadowbrooke | Stafford, TX
ERICA CABRERA
Experience Maker, Better Living Consultant Forest View | The Woodlands, TX
Experience Maker, Office Manager Houston Corporate Office
CERTIFIED CONSTRUCTION MANAGER (CCM) & PROJECT MANAGEMENT PROFESSIONAL (PMP) JOEY BRUCE
Experience Leader, Senior Director of Construction Services
Experience Maker, Better Living Manager Timber Mill | The Woodlands, TX
Experience Leader, Maintenance Manager Riverbend | League City, TX THE VENTERRA EXPERIENCE 2019
AND MOST IMPORTANTLY, OUR PEOPLE
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EMPLOYEE CHAT: ONE-ON-ONE WI T H S A L LY F LO R E S
CERTIFICATIONS/DEGREES
How has Venterra made you a better person?
GOOGLE ADS CERTIFICATE, GOOGLE ANALYTICS CERTIFICATE & HUBSPOT SOCIAL MEDIA CERTIFIED
CHARTERED FINANCIAL ANALYST SOHAIL SINGH
Experience Leader, Senior Acquisitions Analyst
LEIGH SUBLETT
JOHNY CHOW
Experience Leader, Senior Business Analyst
Experience Leader, Demand Generation Manager
CXL INSTITUTE MARKETING MANAGEMENT & HUBSPOT INBOUND MARKETING CERTIFIED
PCP DESIGNATION ANGELA LAU-PANG
Experience Leader, Corporate Initiatives Manager
JESSICA DUROW
SHRM PEOPLE ANALYTICS CREDENTIAL
Experience Leader, Marketing Technology Manager
SALLY FLORES
Experience Leader, Regional Better Living Manager
“Venterra has made me realize how much I miss volunteering. When the Venterra Cares program rolled out, I immediately jumped on board and started giving back to my community. Venterra has made me feel excited again about helping others. Even though, as employees, we provide support for our residents every day, this is different. Last year I spent more than 40 hours volunteering my time, including preparing and serving meals to the homeless. I recall having just experienced a hurricane and San Antonio’s Haven for Hope offered meals to those in need. I helped to serve more than 500 men, women and children that day. It was such a touching experience. I remember getting into my car afterward and just bawling. Being able to help people who literally have nothing and having them be so thankful really pulls at your heartstrings.
Because Venterra prides itself on customer service, the fact that we can take paid time off to help people outside of our day jobs really encourages employees to keep serving even after we take off our name badges. It has also encouraged me to volunteer on my own time and I’m incredibly appreciative of that.”
JESSICA SHAW
GOOGLE ANALYTICS CERTIFICATION
Experience Leader, Employee Experience Manager
ANDREW ANTHON
Experience Leader, Community Manager Forest View | The Woodlands, TX
ERISHA PORTER
Experience Maker, Better Living Consultant The Links at Windsor Parke | Jacksonville, FL Employee Since 2017
I am extremely grateful for Venterra providing with the opportunity to receive my NALP Certification and allowing me to have the resources, such as the Lifelong Learning program, to know how to move forward and become more successful. Having an in-house learning program, such as Lifelong Learning, I can invest all of my knowledge into a long-term plan to rewarding professional performance. I am beyond thankful to be a part of Venterra and I am eager to witness what my future in the company will hold.
EMPLOYEE FEEDBACK MIKE LOREUS
Experience Leader, Maintenance Manager Citrus Run | Tampa, FL Employee Since 2016 Venterra has the feel of family, so that from my first day I was comfortable explaining some of the things I would like to accomplish. I never thought that I would achieve my CPO - Certified Pool Operator, but my Community Manager, Shelby, kept pushing me to do it. I greatly apprecate her encouragement because I took the course and can proudly say that I have earned my CPO.
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ELIZABETH PECHE
Experience Leader, Community Manager Zang Triangle | Dallas, TX Employee Since 2019 Venterra’s focus on growth and development is my favorite perk. I feel like my company cares about my growth and wants me to succeed.
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LIFELONG LEARNING CHALLENGE As we continue to pursue a culture of Lifelong Learning, this year we launched our quarterly Lifelong Learning Challenge, giving employees the chance to win $500 per quarter for committing to their growth and development. To complete the quarterly challenge, an employee has to read a professional development book and take a course/seminar (or 3 online courses). So far, we’ve seen 49 team members pledge their commitment to Lifelong Learning and complete the challenge!
MICHELLE BAINES Experience Leader, Community Manager Carrington at Park Lakes Humble, TX
STEPHANIE BURNS
KIM BAKER
Experience Leader, Community Manager Bala Woods Humble, TX
MICHELE BUDZ
DESIREE BERMUDEZ Experience Maker, Better Living Manager Tuscany at Lindbergh Atlanta, GA Completed 2 Consecutive Quarters
ERICA CABRERA
Experience Leader, Community Manager Estancia at Morningstar The Colony, TX
Experience Leader, Community Manager Park West Dallas, TX
Experience Maker, Better Living Consultant Forest View The Woodlands, TX
MEGAN CURRY
ASHLEY FLOWERS
KATHRYN DEVINE
Experience Maker, Better Living Manager Estancia at Morningstar The Colony, TX
Experience Maker, Better Living Manager Preserve at Old Dowlen Beaumont, TX Completed 2 Consecutive Quarters
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Experience Leader, Community Manager Bradford Mills Lofts Louisville, KY
KIAHNA BETTIS
Experience Maker, Better Living Consultant Dominion Conroe, TX Completed 2 Consecutive Quarters
ALEX CHACON
Experience Leader, Community Manager Riverbend League City, TX Completed 2 Consecutive Quarters
TONYA DIX
Experience Leader, Community Manager Villas at Newnan Crossing Newnan, GA
THE VENTERRA EXPERIENCE 2019
CRYSTAL BRADFORD
MELISSA EDWARDS
Experience Leader, Community Manager College View La Porte, TX
Experience Maker, Better Living Manager Preserve at Colony Lakes Stafford, TX
ANNE HOVEY
DAWN WILLIAMS
ANDREA FARIES
MAYRA DEHOYOS
Experience Leader, Community Manager Carlyle Place San Antonio, TX
Experience Maker, Better Living Consultant Tuscany at Lindbergh Atlanta, GA
AMARILDO LATAPIE
ELIZABETH LESCHANDER
Experience Leader, Maintenance Manager Dominion Conroe, TX
TRISH PHILLIPS
Experience Leader, Community Manager Dominion Conroe, TX
DEXTER RENDON
Experience Maker, Better Living Consultant Villas at Newnan Crossing Newnan, GA
Experience Maker, Better Living Manager Links at Windsor Parke Jacksonville, FL
Experience Maker, Better Living Manager Villa Lago Fort Worth, TX Completed 2 Consecutive Quarters
Experience Leader, Community Manager Gateway North Clearwater, FL
ERIN DOBIAS
VEROUSKA CUEVAS
SIERRA SITZMAN
LAKEYA STEWART
Experience Leader, Community Manager Republic Park Vista Fort Worth, TX Completed 2 Consecutive Quarters
Experience Maker, Better Living Manager Shadowbrooke Stafford, TX Completed 2 Consecutive Quarters
KATHRYN FREEMAN
Experience Leader, Community Manager Villa Lago Fort Worth, TX
Experience Maker, Better Living Consultant Villas at Newnan Crossing Newnan, GA
Experience Maker, Better Living Consultant Cobblestone at Eagle Harbor Fleming Island, FL Completed 2 Consecutive Quarters
JASMINE HOOTEN
Experience Maker, Better Living Consultant Silverbrooke Stafford, TX
TONY LONGORIA
JESSICA LUNSFORD
MARY MOTLAGH
FRANCES YANEZ
ALYSSIA SCHULTZ
Experience Maker, Better Living Consultant Shadowbrooke Stafford, TX
Experience Leader, Community Manager Silverbrooke Fort Worth, TX
Experience Maker, Better Living Manager Tree Park Flowery Branch, GA
Experience Maker, Better Living Consultant Axial Buckhead Atlanta, GA
TREY TERRAZAS
MEGAN VILLAREAL
Experience Leader, Maintenance Manager The Phoenix Fort Worth, TX Completed 2 Consecutive Quarters
Experience Maker, Better Living Manager Republic Park Vista Fort Worth, TX Completed 2 Consecutive Quarters
AND MOST IMPORTANTLY, OUR PEOPLE
ALLISON KOLOWICH
STEVEN KING
Experience Leader, Community Manager Town Station Lofts Cary, NC
Experience Maker, Better Living Consultant Stonecreek Ranch Austin, TX
TARA HOLLAND
Experience Leader, Community Manager CoHo Atlanta, GA
TRACY WALL
Experience Maker, Better Living Consultant Carlyle Place San Antonio, TX Completed 2 Consecutive Quarters
Experience Leader, Community Manager The Phoenix Fort Worth, TX
SYDNEY PADILLA
Experience Maker, Better Living Consultant Tuscany at Lindbergh Atlanta, GA
KEITH WARNER
Experience Maker, Better Living Consultant Bradford Mills Lofts Louisville, KY
LINDSEY WERT
Experience Leader, Community Manager Shadowbrooke Stafford, TX Completed 2 Consecutive Quarters
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FROM THE DIRECTOR OF EMPLOYEE EXPERIENCE Through surveys, focus groups, and conversations, we found that Learning and Development was a top priority. As a result, the Career Development program was launched, which is one of my favorites. This presents an opportunity for employees to plan and define their goals for growth within the organization over the next 1-2 years; which is measured with quarterly conversations with the employee’s manager to discuss progress and direction. The Career Development initiative provides a means for effective professional growth and has led to an increase in internal promotions and opportunities for cross-function projects, exposing our staff to new opportunities for skills development. I am very excited that by the end of 2019, this program will be expanded to include a holistic approach to growth, with a focus on development within an employee’s role, how it relates to other roles, building skillsets (soft and technical), and expanding into new roles.
ASK ME ANYTHING Our “Ask Me Anything” program is an open forum for corporate team members to ask senior level managers and executives anything they want in order to better understand our organization or industry, or how to be a better a leader or teammate.
On the learning side, we wanted to create a program that incorporated the Lifelong Learner focus and was customized to the unique needs of our office. This was when the Ask Me Anything (AMA) and Lifelong Learner monthly sessions were created. AMA is an opportunity for staff to have an informal session with senior leaders across the organization. This forum allows leaders in our company to share their story, both personal and professional, and offers employees the opportunity to ask questions. This is an enhancement of the Lifelong Learner sessions, which offer everything from a wellness series helping employees better understand and manage personal finance, nutrition, and yoga/meditation (at your desk), to learning about what other groups in the office are working on. Coupled with Venterra Reads and courses offered through Venterra University, our employees are surrounded with resources and opportunities to learn. The fact that Venterra actively seeks opportunities for employees to grow, both personally and professionally, and encourages input and action to accomplish what they want has been a cornerstone to the motivation and development within the company.
NATASSA ZERVOPOULOS
Experience Leader, Director of Employee Experience Employee since 2006
“I love this open format where we have direct access to upper management. Being in a safe, conversational environment where we can ask anything gives us a chance to learn more about our leaders and ask for their advice”. DIANA TYSER
Experience Leader, Regional Trainer Employee since 2006
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AND MOST IMPORTANTLY, OUR PEOPLE
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AND MOST IMPORTANTLY, OUR PEOPLE
LIFE
Elevated
ALLISON KOLOWICH
Experience Leader, Community Manager The Phoenix | Forth Worth, TX | Employee Since 2017
Taking life to the next level
My Better Living Goal for May and June was to get my nutrition back on track. I have a degree in Health and Exercise Science and can preach all day long about properly fueling the body for maximum results - now it’s time to start practicing what I preach! I dropped 10 pounds in 1 month and switched to a primarily plant-based diet plus lots of water! My eyes are bright, skin is clear, I have so much more energy, and I’m feeling great!!!
At Venterra, we love to see our team members reaching for their potential! Our Better Living program gives everyone a place to set goals, update progress and celebrate accomplishments, all with the support of colleagues from across the organization. Whether it’s health and fitness, financial, mindfulness or whatever else our team members want to improve, the motivation is contagious and we’re so proud of what is accomplished each year!
ERIN DOBIAS
Experience Leader, Community Manager Republic Park Vista | Dallas, TX | Employee Since 2011 For the August Hydration Habit Challenge I set a goal of drinking 78 ounces of water per day. I was getting migraines and feeling fatigued, and since I knew I wasn’t drinking enough water, this was the month I would do better. It took a lot of effort for me to drink so much water consistently, but it was worth it! I will be continuing my new Hydration Habit and enjoy clearer skin, less headaches and more energy!
In 2019, almost 150 goals were set, leading to $10,000 in prizes! In addition to the monthly prizes, we also celebrated our Better Living Champion, rewarding them with our $2,000 grand prize to celebrate their impressive success!
PEDRO GANDARA
Experience Maker, Assistant Maintenance Westover Oaks | San Antonio, TX Employee Since 2017
I made a life changing decision for myself after 43 years, I decided to quit smoking! I used Chantix and my Westover Oaks family supported me and I was able to get through those rough patches. I am feeling really good and I’ve realized how much extra time and freedom I have now that my habit isn’t controlling my life. This has definitely been eyeopening. I can’t thank everyone enough for all the support and words of encouragement, it has meant so much to me on this journey. I am so happy to announce that I am officially a NON-SMOKER! In fact…I’m so proud of myself I bought a Harley-Davidson to celebrate! With the money I saved on cigarettes, I was able to afford the monthly payments and insurance. Talk about a win-win!
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THE VENTERRA EXPERIENCE 2019
ANGIE CAREY
Experience Leader, Regional Better Living Manager Florida Region | Employee Since 2016 This year I really wanted to dedicate my time to self-care and branching out to try new things! I decided to try skiing for the first time in Keystone, Colorado! Words can’t explain how TERRIFYING this experience was (especially since I got tricked into going on an expert ski slope), but overall I did really well and I am SO proud of myself for sticking it out with a group of experienced snowboarders! This is something I never thought I’d actually do and I am ecstatic that I was able to conquer this challenge! A little later in the year when I was feeling particularly stressed, I decided to relieve some tension with axe throwing! I had SO much fun with this and felt so much weight drop off of my shoulders after I finished. Who would have thought that this is considered self-care?!
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EMPLOYEE CHAT: ONE-ON-ONE WITH ALEX CHACON
DONALD MORROW
Experience Maker, Better Living Consultant Citrus Run | Tampa, FL | Employee Since 2018
How has the Education Assistance program helped you move toward your goals?
ALEX CHACON
Experience Leader, Community Manager, Riverbend League City, TX
Thanks to Venterra’s Better Living, I set a goal to lose 100 pounds in 1 year. I wanted to do this for myself and my beautiful wife. My journey has been one of ups and downs, and I am about one-third of the way there! The loss of my mother and upcoming arrival of our baby girl have been hugely inspirational to me and have pushed me to meet my goal. My biggest focus is adding exercise to my daily routine as I know that is a big key to successful weight loss. I want to thank everyone who has shown support for my journey towards Better Living. Overall, I am very happy with my progress so far and will not stop until I reach my goal!
“I’m currently working full time and in school full time, taking four online classes with Texas A&M to get my degree in Business Analytics. Eventually, I’d also like to get my MBA. Venterra has an Education Reimbursement Program that I’ve been able to use to purchase all of the books I need for class, which has been really helpful. My work-life balance has been a bit of a challenge though, as I’ve been waking up early to complete some homework before work and then logging back on to my computer once I get home. I know that all of the effort will be beneficial in the long run. I really love the hospitality and property management industry, so I’m eager to use my degree to improve my work. I just hit my four-year anniversary with Venterra in May and I’m looking forward to continuing to work for such a great company.”
#READING
#LOUNGING
#NOTVACATION #CURBAPPEALONPOINT
KIM BAKER
Experience Leader, Senior Community Manager Bala Woods | Houston, TX | Employee Since 2009 I was really excited about the March Love Thyself Challenge! Being a single mom, I rarely have time to myself much less time to do activities I enjoy. I am going on a trip without my children and I have my own hotel room, which I don’t think I have ever done! I was so excited to get in some reading, beach time and to just lounge around in the sunshine. In the other weeks outside of my vacation time, I planned to spend some time to do at least one thing a week for myself! one thing a week for myself, including sprucing up my home!
MAITINA MORRISSEY
Experience Leader, Senior Operations Manager Employee Since 2002 I joined Camp Gladiator at the beginning of September! Let me tell you, it’s not easy (for me) but it sure feels good once I’m done with an hour’s worth of blood, sweat and tears! My son-in-law and daughter encouraged me to join so here I am!
#BEFORE
#PROGRESS
DAVID JACKSON
Experience Maker, Better Living Manager Village Walk | Jacksonville, FL | Employee Since 2017 Venterra’s Better Living program inspried me to restart my strength training in August, after ballooining to 239 pounds. To get back on track, I decided to do 30 days straight, working out every day, and twice a day when I was off. I lost 22 pounds in the first 28 days and am looking forward to my continued progress.
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MOLLIE WITT
Experience Leader, Regional Trainer Houston Region | Employee Since 2009 I appreciate the Better Living program so much because it has encouraged me to grow as a person. Within the last year, I have focused on fitness, education and volunteering, and I love being able to share my accomplishments. I have been so thankful for all of the encouragement received throughout the organization – it really helps me push for swimming one more lap, or staying up that extra to one more hour to study. I feel that with each step I take towards my goal, I have my colleagues right there cheering me on. I know I would not have been able to achieve some of my goals if it were not for the Better Living Challenges!
TERESA HEENEY
Experience Leader, Community Manager Ventana | San Antonio, TX | Employee Since 2007 As a mom, “Glamma”, and full-time Community Manager, my days are usually planned for me. I love that I work for a company that reminds me to “treat myself”. I tend to put others first to keep everyone happy and well taken care of, but used the Love Thyself Challenge for some self-care. This year I treated myself to mani/pedis without my crew in tow, monthly date nights with just me and my Mister and pool time without having to “watch this” and “count how long I can hold my breath.” Allowing myself to take advantage of this challenge helped me to relax, unwind and make me even better at being a Mom, Glamma and Community Manager.
EMPLOYEE CHAT: ONE-ON-ONE WITH VANESSA SULLIVAN What encourages you to remain part of the Venterra family?
VANESSA SULLIVAN
Experience Leader, Community Manager Westover Oaks San Antonio, TX
“At Venterra, I’m not just an employee, I matter. There are so many things that encourage me to stay with Venterra. The biggest thing is how well they take care of their employees and their residents. I feel like they genuinely care. It’s not just something they say; they prove it. There is one story that I continuously tell people in an effort to remind myself how lucky I am to have worked here for the past 17 years. When Venterra purchased Ventana in June 2002, I was the Leasing Agent. Soon after, I was promoted to train Leasing Agents in San Antonio and Austin, across 13 properties. My primary goal was to find out why certain properties were having difficulty leasing. In 2005, I was asked to go to Shadow Valley, as they were having a high turnover and a lot of residents weren’t renewing their leases. They had also moved the existing Community Manager, so I was asked to be the acting Community Manager.
GRAND PRIZE WINNER FOR 2018 TRACY WALL
Experience Maker, Better Living Consultant Carlyle Place | San Antonio, TX | Employee Since 2010
I was so excited to win the Better Living Grand Prize Award for 2018! It felt wonderful to see continued success for my family’s financial goals with the help of SmartDollar, as well as improve the lives of so many animals. My family was able to budget and pay off $20,000 in debt and helped many fur babies feel the love they deserve! It’s awesome being incentivized to make the world around me a better place and also that we’re given the tools to do so. Venterra is a one of a kind company and I feel honored to be a part of it!
On my second day in that role, something devastating happened. My husband died suddenly so I took some time away from work, and the outreach from Venterra during that difficult time was amazing. I received cards and flowers from several staff members at corporate and at my sister properties. They traveled hours to attend the viewing and the funeral to support me. And some of these were people I had only ever spoken to on the phone. I felt so valued that people took the time. A few months later, John Foresi, the CEO, was taking a tour of Shadow Valley and my manager told me that I would be the last stop on his tour. He was with me for about an hour, asking several questions about the property and complimenting me on the improvement in occupancy numbers. He then asked me how I was doing. I assumed he was referring to my job but he explained that he was referring to me personally after the loss of my husband. I was just so shocked that he expressed his concern. He was asking about me, not his business. From that day forward, I knew Venterra was the place for me. I always tell my friends and family that Venterra is my security blanket. I feel that I am important and that I have a voice. That feeling is what keeps me here.” PAGE 140
THE VENTERRA EXPERIENCE 2019
AND MOST IMPORTANTLY, OUR PEOPLE
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show me the
CRYSTAL BRADFORD
Make your money work for YOU!
MONEY
DIANA STEPHENS
Experience Leader, Community Manager The Park at Waterford Harbor | Kemah, Texas | Employee Since 2011 Back in January I decided to focus on my monthly budget. With a new year came new bills. I also had a goal of purchasing a new vehicle, so I needed to know what I could afford monthly. With the help of SmartDollar and a commitment to being smart with my money, my credit and finances were finally where they needed to be! I was able to get my 2019 Charger RT in red! This is my dream car that I’ve been waiting 10 years for. I am so proud of myself for accomplishing this goal! #nailedit
Experience Leader, Community Manager South Shore Lakes | League City, Texas Employee Since 2014 With the help of SmartDollar, I kicked off 2019 with a commitment to getting our finances under control. It was hard in the beginning – not eating out when I wanted to and not making impulse purchases – but I’ve seen it pay off! Not eating out alone saves us almost $500 a month! We also purchased a more gas-efficient vehicle and paid off 2 credit cards. (Those credit cards are now locked in a safe!) We’re continuing to focus on the bigger picture and really make plans and efforts to be debt-free one day, hopefully in the near future. SmartDollar really helped break down everything for me and helped me focus on the bigger picture of my family’s financial future. Thank you, Venterra for providing us with such a beneficial tool to better our lives!
Our team members work hard for their money, but that doesn’t mean their money can’t work hard for them, too! SmartDollar, a financial wellness resource that provides the motivation and encouragement needed to stay on track with their financial goals. With a step-by-step plan for success, budgeting tool, and tons of videos filled with expert advice, SmartDollar has been used by millions to achieve financial peace, and now are team members are part of that!
WELLNESS SCORE Improved from
49 to 58
Total Financial Turnaround
$210,065
Debt Eliminated
$120,924
Savings Added Total Activities Completed Creating or updating your budget Watching a video Completing a quiz
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$89,141 26,392
LAUREN RICHARDSON
Experience Maker, Better Living Consultant Preserve at Colony Lakes | Stafford, Texas Employee Since 2017 My fiancé and I have been planning and saving to pay for our wedding in April of 2020, and over the year we’ve made a lot of great improvements. Not only is our wedding venue paid in full early, but we’ve also been able to improve our credit score and get monthly bills taken care of on time. We learned what works best for us with grocery shopping and I even cancelled my IPSY and BOXY CHARM subscriptions. Something else I’m super proud of is that I have been making healthier meals for my family instead of always eating out (hellooo crockpot!). SmartDollar has been a big part of this transformation! We love being able to add up what we have saved, and my fiancé especially loves the videos. They have really good information available and I recommend SmartDollar to anyone looking to gain more knowledge. I’m excited to get this new chapter of my life started with a financial stability that we didn’t have before.
THE VENTERRA EXPERIENCE 2019
EMPLOYEE CHAT: ONE-ON-ONE WITH MAYRA DE HOYOS How has SmartDollar improved your financial future?
MAYRA DE HOYOS
Experience Leader, Community Manager Carlyle Place, San Antonio, TX
“Using Venterra’s Smart Dollar program has helped me to become proactive rather than reactive. I’m no longer worried about how much I’ve spent at the end of the month; I can see it before it happens. The app lets me see how much I’ve spent, how much i’m budgeted to spend, and on what. This way I’m able to see which purchases I don’t need and put that money towards my debt. I can probably tell you how much I spent on pet food or gas. I track everything and I have a budget for it. I was in a situation where both of my vehicles weren’t usable; one was totaled in an accident and the other was broken into, so I needed a car. Dave Ramsey advised not to buy a car unless I had the cash, but I bought a used car with a loan, and, thanks to this SmartDollar, I was able to pay off the loan within a year.
There are 7 people and 3 dogs living in my house so watching my spending is really helpful. Between activities and childcare, spending really adds up. My kids are even starting to monitor how they use their allowance and are making smarter purchases. I can’t say enough good things about how it teaches you to spend wisely.”
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lending a
HELPING HAND
Caring is who we are and what we do at Venterra. To reflect that, we give team members 8 paid hours of volunteer time off each year for employees to lend a helping hand to causes that are important to them. We are inspired by the ways our team members have used their hours to serve their community, volunteering for opportunities they found on our very own Volunteer Match website, activities our regional Venterra Cares Ambassadors have arranged or simply opportunities within their community that spoke to their heart.
N AT I O N A L V O L U N T E E R W E E K To celebrate our first National Volunteer Week, we encouraged team members to use their Volunteer Time Off to serve organizations in their community that are close to their hearts. As an added bonus, we held a drawing at the end of the week for a $500 donation to the non-profit of the winner’s choice. Megan Villarreal, who spent her hours volunteering with Gatehouse outside of Dallas, Texas, was our winner and chose to make the donation to Ronald McDonald house in honor of her nephew, Mason. Here’s why:
Always at your service.
OVER 800 HOURS OF SERVICE
MEGAN VILLARREAL
Experience Maker, Better Living Manager, Republic Park Vista Employee Since 2018
The day my nephew Mason was born in August 2015, he was care flown to Cook Children’s Hospital due to complications. He ended up having to stay in the NICU for 2 months. My sister lived 3 hours away from the hospital so Ronald McDonald House was their second home during those months. The staff was so great and supportive and even entertained their 5-year-old son as he was not fully aware of the situation. They returned again to Ronald McDonald House when my nephew was 13 months old as he had to have open heart surgery. Both times they stayed it was a great experience. It was one less thing they had to worry about during such a difficult time. This donation means a lot to me!
Each year, as we prepare our Venterra Experience Book, we reflect upon the previous year and are humbled by the commitment and efforts of everyone who has contributed to our success. We are grateful for our existing and new relationships. As a company, we are also mindful of the future. There is no doubt, that in the coming years, we will increasingly be faced with the challenge to address the reality of climate/ecosystem change. While responses to the challenges differ, we all fundamentally want the same things: health and prosperity for ourselves, our children, our children’s children; and a world we will be proud to pass on to the next generation. With this in mind, we are happy to support the work of Bopoma Villages this year. Bopoma Villages is a long-term local initiative to overcome poverty by equipping families and communities in rural Zimbabwe with environmentenhancing solutions that build health, self-reliance, and economic opportunity. To further enhance the effectiveness of their sustainable farming methods, they have recently started a literal grass roots, environment reclamation project; training communities to revitalize land that has been ravaged by years of drought and soil erosion. Strategically dug trenches and infiltration pits are preventing run-off, preserving topsoil and allowing the rain to soak deep into the ground, prolonging the critically important growing season by months. We view this as an investment in the revitalization of the environment and sustainable improvement in the lives of the people living in it. As a memento, we are sending our partners a complete kit for seeding and growing a Red Maple tree, which when planted, serves as a small, lasting reminder of- and contribution to - the health of our environment.
EMPLOYEE CHAT: ONE-ON-ONE WITH STEPHANIE BRUCE When Venterra started offering paid volunteer hours to employees, I knew I wanted to spend time helping my four-legged furry friends. I found a rescue shelter called Charming Pet Rescue and decided to spend my volunteer time there.
STEPHANIE BRUCE
Experience Leader, Regional Manager San Antonio and Austin, Texas and Nashville, Tennessee
Since using my initial Venterra paid volunteer hours, I have visited the rescue over 36 times, with nearly 180 hours in 2019. I just can’t stay away! I have also fostered a few dogs along the way and currently have Sadie, a true sweetheart waiting for a forever home. Volunteering to help dogs always reminds me of one thing: when you adopt from a shelter, you save two lives -- the one you adopt and the one who will take its place, not to mention the joy and companionship an animal brings to people. It’s a beautiful circle, and that thought is what keeps me going back each weekend!
Last year, for a birthday gift to me, the Community Managers in San Antonio decided to volunteer their own time at Charming Pet Rescue. When I say they volunteered their time, I’m not saying they just sat down and loved on some dogs. They built and cleaned out kennels, picked up after the dogs and so much more. It was very much a labor of love for me. It was the kindest thing anyone could have done and shows exactly the type of people Venterra has employs -- kind and caring people! I’m not necessarily saying that I volunteer my free time to Charming Pet Rescue now because of Venterra since my love for animals has always been there! But rather Venterra presented an opportunity that sparked an ongoing passion that allows me to give back in such a meaningful way.
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AND MOST IMPORTANTLY, OUR PEOPLE PRIYANKA SEQUEIRA
HAVE FUN
Experience Maker, Better Living Consultant Ventana | San Antonio, TX Employee Since 2016
Family Matters
doing it!
“Family Fun Day is awesome! It gives us the opportunity to break the every day and remind ourselves of what’s most important in life - family. It’s a time to relax, to unwind, and share laughs with family and co-workers.”
Venterra understands that their while employees spend the majority of time at work, that it’s all for family. We are grateful for the opportunity to invite families to join in on the Venterra fun during our Family Fun Days! Family Fun Days provide a day away from the office that allows team members a chance to roll up their sleeves and enjoy quality time (and a lot of food) with their families and teammates! It’s always exciting to see moments of joy when everyone comes together with loved ones, relaxing and celebrating hard work. Family Fun Day has become a day that both employees and families look forward to!
JESSICA LUNSFORD
Experience Leader, Community Manager Silverbrooke | Stafford, TX Employee Since 2016 “My husband goes to the Family Fun Days with me! I love meeting everyone’s family! Especially when I hear about everyone’s personal life and family at work; it is nice to actually meet and get to know them.”
SHELBY MCGINNIS
Experience Leader, Community Manager Citrus Run | Tampa, FL Employee Since 2015 “My daughter is at an age where she asks about my day and I tell her who I worked with, what I did, and all that. She started school earlier this year and I feel like she’s more curious about where I go 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, and see what mom is doing while she’s at school. It’s also a great way for the teams in the area to spend time together.”
EMPLOYEE FEEDBACK
EMPLOYEE CHAT: ONE-ON-ONE WITH JO CANARES
TIFFANY CORREA
Experience Maker, Better Living Consultant The Cape at Grand Harbor | Katy, TX Employee Since 2019 “This is simply amazing. I have never worked for a company that welcomes your family to a fun day off!”
MARY MOTLAGH
Experience Maker, Better Living Consultant Stonecreek Ranch | Austin, TX Employee Since 2019 “I am really looking forward to my family being able to meet all the great people I spend time with at work and seeing why I love it and that a workplace can be a really great place!”
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How has working at Venterra made you a better person?
JAYME HEDRICK
Experience Maker, Better Living Consultant Preserve at Baywood | Pasadena, TX Employee Since 2019 “My 8 year-old son had a blast! I’m grateful that we are given the opportunity to have a fun day to spend with together and letting my son and co-workers meet each other, seeing as how I talk about them to each other all the time”
ALEJANDRA RUBI
Experience Maker, Better Living Consultant Valencia at Westchase | Tampa, FL Employee Since 2019 “It is great to be able to share with my loved ones what an amazing company I work for! They are always very impressed with the attention and care that Venterra invests in its employees and family.”
THE VENTERRA EXPERIENCE 2019
JO CANARES
Experience Leader, Community Manager The Vinings, Stafford, TX
“It’s been an interesting ride the past four years and the immense growth I’ve experienced with Venterra has been truly amazing. I believe it shows the type of company this is. When they say they promote from within, no one can argue. Having come into this industry with no experience shows their trust in people. After becoming a manager, I was thrust into an environment that was a bit overwhelming, but with all the training and support I received, I’ve been able to grow and thrive. I’m better able to handle difficult situations. I’m more confident in making decisions and creating solutions. The fact that we’re able to put into practice what the company values speaks volumes. In my personal life, I recently went through some issues regarding my family that has been very stressful and heartbreaking. But I think
my experience at Venterra helped me make the decisions that were right for me and my children. And the people who work here also played a huge role in helping me get through it all. I currently live at Shadowbrooke, a Venterra property, and if I didn’t have access to this resource, I don’t know where I would be. My coworkers have been there to support me more than I could have imagined. They made an extremely difficult situation much easier. Life is a journey and my journey has been made exponentially easier in more aspects than I can explain thanks to Venterra.”
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LIVING it up
All Things Fun
BIRTHDAY CELEBRATIONS It’s hard to beat a surprise party thrown by co–workers, but enjoying your birthday with family and friends once the office celebration dust settles might be even better. That’s why when a birthday rolls around we’re able to take the day off to celebrate it as we see fit. Everyone loves a paid day away from work, and when it’s a chance to celebrate ourselves, we’re all for it!
BRING ON THE FUN!
Making time to have fun is one of our favorite employer promises, and our Fun Committee is dedicated to helping us stick to it! We know it’s just as important to have a fun day as it is to have a productive one. That’s why we’re all about company–wide contests, themed Fun Fridays, Bring Your Dog to Work Days, celebrating holidays onsite, and all the other ways we have good times in our communities and offices. Can you have too much fun at work? There’s only one way to find out!
95% agree that
Venterra celebrates special events!
FRANCES YANEZ
Experience Maker, Better Living Manager Tree Park Apartments | Atlanta, GA Employee Since 2009 “I really enjoy my birthday off. I get to spend time with my loved ones, celebrate, and still get paid for the day.”
95% PAGE 148
agree that
VENTERRA IS A FUN PLACE TO WORK
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FUN FRIDAYS
Our Fun Fridays continue to be a hit, and, with themes that have included Nerd Day, Patriotic Day, Employee Passion Day, and 90s day, to name just a few, what’s not to love?
FANTASY SPORTS There’s nothing like the feeling of cheering on a team with like–minded fans, but a little friendly competition is fun, too! That’s why we host an annual March Madness Tournament and two Fantasy Football Leagues: Survival and Pick ’em. While most of us might not be cut out for the big leagues, our tournaments definitely bring out the inner sports pros in employees across the Venterra portfolio!
WE ARE THE CHAMPIONS MARCH MADNESS
JOHNY CHOW
Experience Leader, Senior Business Analyst Corporate Canada Employee since 2017
Every Fun Friday is a great day! I get to express myself by being loose, dressing up, and just having some fun while doing my job.”
PICK’EM LEAGUE
JOE “PAPA” PERRY
Experience Leader, Maintenance Manager The Links at Windsor Parke | Jacksonville, FL Employee since 2016
S U R V I VA L L E A G U E
BRENDA GRASHA
Experience Leader, Community Manager Timber Mill | Houston, TX Employee since 2004
GO TEAM!!
JOE “PAPA” PERRY
Experience Leader, Maintenance Manager The Links at Windsor Parke | Jacksonville, FL | Employee since 2016
FUN NATIONAL HOLIDAYS If we can find an excuse for a little extra fun, we’ll take it, and Fun National Holidays are no exception to the rule. From belt –busters like National Pie Day and National Chocolate Chip Day, to the more fashionable National Bow Tie Day and National Hat Day, and everything in between, the calendar is chock–full of great ideas to add some excitement into our regular workday! PAGE 150
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BRING YOUR DOG TO WORK DAY
HALLOWEEN Venterra Octobers are packed with candy, creeps, and, thanks to our Halloween contests, some serious creativity! Our 2019 categories included: Best Individual Costume, Best Team Costume, Best Office Décor and Best Scare. Teams and employees with the most spine–chilling entries won $50 –$150!
Studies have shown there are tons of benefits to having four–legged friends at work, so it’s no surprise that we see a few extra smiles in our offices whenever we take advantage of this perk. From future residents to current vendors, everyone loves a chance to spend time with our canine pals when they’re in our offices lending a paw.
EMPLOYEE CHAT: ONE-ON-ONE WITH MEGAN CURRY
MAINTENANCE MANIA
How has a leader at Venterra inspired your growth?
“My Community Manager, Stephanie Burns, has really helped me grow, not only professionally, but personally. When I first started at Venterra, I was very passive and lacked confidence. She is a lead–by–example type of person, and she really encouraged me to make my own decisions and feel comfortable in any setting, and to just be confident in myself.
A national program offered by NAA and HD Supply, Maintenance Mania® gives maintenance teams a chance to show off talents alongside other maintenance professionals in the industry. With the support of a cheering office staff, participants compete in activities including skills –based table games and a race car competition.
MEGAN CURRY
Experience Leader, Better Living Manager Estancia, The Colony, TX
I was hired as a Better Living Consultant and I initially struggled with resident interaction, especially because I hate confrontation. Whenever I would approach her with a resident’s problem, she wouldn’t just feed me the answer. She would ask me my thoughts about the situation, which helped me to figure out solutions on my own. Now, as a Better Living Manager, I’m confident in what I do, and I often ask myself ‘what would Stephanie do’ in order to solve problems. Before
I got promoted to a management position, I kind of had the mindset that I would never be ready for it. But Stephanie reassured me that I would excel and that I deserved the role. I’ve surprised myself and I feel like this role is a really good fit for me. I’m happy she had faith in me and I’m so thankful for her guidance. Overall, she’s just made me a better person.”
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take
TIME OFF
The Suite Life
I love getting to spend this time relaxing and having fun with my family! Star Wars: Galaxy’s Edge was amazing and we’re thankful that Venterra helped us experience it!” SEAN O’LEARY
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. District Universal Boulevard is just a few miles from Walt Disney World, Universal Studios and so much more of what Orlando has to offer. What a perfect way for our hard–working team members to create unforgettable memories with their loved ones!
Experience Leader, Director of Software Architecture One Cornerstone Solutions Employee Since 2009
From taking their first–ever vacation to family members getting to know what makes Venterra so special, we’re thrilled to have been able to help provide these experiences!
60
EMPLOYEES HAD FUN IN THE SUN WITH THEIR FRIENDS & FAMILY
MARIED ALEMAN
91%
AGREE: WE HAVE SPECIAL AND UNIQUE BENEFITS HERE.
93% PAGE 154
Thank you, Venterra, for allowing my family and I a stay in the Orlando suite. We had a lot of fun and we were able to create some memorable moments.” Experience Leader, Community Manager Cobblestone at Eagle Harbor | Jacksonville, FL Employee Since 2013
AGREE: “I AM ABLE TO TAKE TIME OFF FROM WORK WHEN I THINK IT’S NECESSARY.”
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This was our first vacation ever, all thanks to Venterra. We had an amazing time in Orlando and can’t wait to go back next year. Best experience of my life!” WOODY ATHA
Experience Leader, Maintenance Manager 4123 Cedar Springs | Dallas, TX Employee Since 2018
TRINITY SCOTT
Vacationing at The District essentially turned my kids into residents and gave them the opportunity to see how beautiful the property was, how great the staff is, and exposed them to the Venterra I love. Now my kids cry when I leave them to visit the properties, mostly because they want to come with me and use the pool!” ANDREW BASSO
Experience Leader, VP of Tech One Cornerstone Solutions Employee Since 2006
DEXTER RENDON
CHARLENE CARBAJAL
Experience Leader, Regional Better Living Manager Houston Region Employee Since 2018
Experience Leader, Community Manager Northbridge at Millenia Lake | Orlando, FL Employee Since 2011
Experience Maker, Better Living Manager South Shore Lakes | Houston, TX Employee Since 2016
“Thank you Venterra for helping me put these smiles on my girls’ faces and allowing me to see how much fun they were having! We can’t wait to go back!”
“Staying at the vacation suite was such a great time. We work hard and it’s nice to know that Venterra wants to help us relax!”
“I had so much fun on my trip to Orlando and my family and I loved staying at the suite!”
EMPLOYEE CHAT: ONE-ON-ONE WITH BRIT TANI WILKINS What does “the Venterra Difference” mean to you?
BRITTANI WILKINS
Experience Leader, Digital Marketing Specialist PAGE 156
“Working for Venterra has truly been a great experience. I appreciate how much the company values work–life balance and provides all the tools to help build up its team members through professional and personal education and training. I love having the ability to have a career that aligns with my passion and work alongside a great marketing team that challenges me to think differently.”
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AND MOST IMPORTANTLY, OUR PEOPLE
kicking off
THE SCENE
in 2019
I love Venterra’s annual Kick Off Parties. I enjoy hearing the direction that Venterra is going, as well as hearing how well the company did the previous year. I take pride in knowing that we, as onsite team members, had something to do with the company’s successes. We realize that the extra hours we work or extra effort we put in really do make a difference.” KELLY LEVESQUE
Every January, we celebrate the previous years’ accomplishments with our teams by throwing a huge party: and everyone is invited! This year’s theme was “Glow Party” and Venterra employees did not disappoint. The Glow-in-the-Dark-Everything-Neon occasion was the perfect place for games, prizes and, of course, awards to celebrate all the great accomplishments made by our properties and team members. Complete with a photobooth, costume contest and lunch, our annual Kick Off event is a perfect example of how much we value having fun and celebrating success!
Experience Leader, Community Manager Fairways at South Shore Employee Since 2013
EMPLOYEE FEEDBACK: MAINTENANCE MANAGER OF THE YEAR “It is such an honor to have been chosen for Maintenance Manager of the region and year! I started in this field of work in 1991. I have worked with many companies over the years and have never been so lucky to have found a group of people that truly care with devotion and fortitude. I take pride in what I do every day and am humbled to be recognized with these awards. I have learned so much from everyone who supports me on a daily basis. Personally and professionally, I am a better person today thanks to Venterra and the people in it. I hope to further my career within this great company.”
JASON EDWARDS
Experience Leader, Maintenance Manager The Palazzo Apartments Employee Since 2016
EMPLOYEE FEEDBACK: COMMUNIT Y MANAGER OF THE YEAR “OMG. This was such an amazing surprise. I absolutely did not expect this. Over my 7 years with Venterra, I have been blessed with Awesome mentors, family–like co–workers, and so much support from everyone. I am humbled to accept this award and share the success with my hard working and supportive staff. I am truly thankful for them all. Not only did it put a huge smile on my face for the whole year, but it encouraged me to push even harder and to create and meet new goals.”
SHANI NELSON
Experience Leader, Community Manager Links at Windsor Parke Apartments Employee Since 2011
Get Recognized
Get Recognized
AWARDS
AGREE
149
received by Venterra Employees at the 2019 Kick Off Party PAGE 158
THE VENTERRA EXPERIENCE 2019
92%
that everyone has an opportunity to get special recognition
AND MOST IMPORTANTLY, OUR PEOPLE
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AND MOST IMPORTANTLY, OUR PEOPLE
getkicking off
RECOGNIZED THE SCENE
EMPLOYEE CHAT: ONE-ON-ONE WITH JESSICA DUROW
The Front Line Shines
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 5% 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.
What encourages you to remain part of the Venterra family?
JESSICA DUROW
“Working at Venterra has taught me about work family. During the years I’ve been at Venterra, I’ve experienced incredible loss in my personal life, but my Venterra family has always reached out to me with a smile, a hug, support for my projects, or kind words to lift my spirits. I am grateful and feel blessed to work with such amazing, kind, and smart people. Being a part of an incredible team and feeling that I’m truly cared about encourages me to remain part of the Venterra family.”
Experience Leader, Marketing Technology Manager
LINDSEY WERT
Experience Leader, Community Manager Shadowbrooke | Stafford, TX Working in the heat generates thirst and hunger, naturally welcoming the idea of the ‘Hydration Station’! We stocked the area with our team members’ favorite thirst–quenching beverages and treats. The smiles, laughter, warmth, and appreciation filled the room as Jaime, Steve, and Bertha entered their office, uncovering their delectable delights. Our simple act of kindness promotes unity and is one reason why we are not just a team at Shadowbrooke; we are family!”
LIZETTE AVILA
RESIDENT FEEDBACK ARMAND BROWN
Silverbrooke | Stafford, TX Resident since 2017
MIKE LOREUS
Experience Maker, Better Living Consultant San Palmilla | Webster, TX “A big THANK YOU to my Community Manager Kristi Roberts. I absolutely loved every single day of Leasing Appreciation Week!! I received a different beautiful and thoughtful gift every day in addition to breakfast or lunch almost every day of Leasing Appreciation Week.”
Experience Leader, Maintenance Manager Citrus Run | Tampa, FL “I had a lot of fun at Maintenance Appreciation Day! We all went to play Laser Tag together, where we ducked and dodged and tried hard to ‘tag’ each other. I felt so appreciated! I can’t wait to do this with our team again! I am very thankful to Venterra for giving us this time!”
“In honor of Better Living Consultants Appreciation Week, I just wanted to send a big THANK YOU to Jessica and Stephen in the front office! These two consultants have been absolutely amazing since I first moved. On top of always being incredibly friendly and helpful, they even went out of their way to give my wife and me gifts to celebrate the birth of our first child. In fact, one of the outfits we were given is my wife’s favorite baby outfit for our son. We cannot begin to thank the office staff enough for their kindness and hospitality. This has truly been the best experience we’ve ever had in an apartment complex. Keep up the great work! You guys rock!” PAGE 160
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INDEX 4123 Cedar Springs 16, 37, 39, 45, 89, 124, 129, 156
Fairways at South Shore 54, 86, 99, 101
Apex West Midtown 39, 60, 102
Falcon Square at Independence 49
Axial Buckhead 57, 56, 88, 133
Forest View 129, 130, 132
Bala Woods 37, 39, 132, 138
French Place 38, 46, 64
Balmoral Village 39
Gateway North 39, 111, 133
Belterra 37, 84, 112, 128
Links at Windsor Parke 85, 104, 129, 130, 132, 150, 151, 159
Shadowbrooke 43, 63, 77, 83, 98, 127, 128, 129, 132, 133, 161
Ventana 16, 37, 45, 49, 54, 68, 82, 96, 112, 123, 127, 140, 147
Silverbrooke 35, 39, 46, 70, 77, 127, 129, 133, 147, 160
Venue at Hometown 46, 60, 65
South Shore Lakes 41, 64, 95, 100, 105, 119, 126, 143
Villa Lago 49, 63, 80, 109, 119, 126, 128, 133 Village Walk 52, 53, 58, 139
St. Andrews 37, 71, 77, 94 Stonecreek Ranch 30, 133, 146
Villas at Newnan Crossing 17, 30, 46, 48, 50, 52, 55, 70, 75, 80, 107, 132, 133
The Cape at Grand Harbor 60, 77, 146
Villas Continental 52, 77, 101
Bradford Mills Lofts 65, 124, 129, 132, 133
Northbridge at Millenia Lake 157
Calais Midtown 60, 64, 77
Palazzo 57, 61, 63, 159
The District Universal Boulevard Apartments 48, 53, 62, 76, 128
Vinings 50, 56, 61, 103, 106, 107, 147
Carlyle Place Apartments 38, 92, 133, 141, 143
Park West 107,123, 132
The Metropolitan 40
West 46th 16, 113
Carrington at Park Lakes 128, 129, 132
Preserve at Baywood 63, 76, 129, 146, 159
The Phoenix 62, 125, 128, 133, 137
Westover Oaks 113, 127, 136, 140
Citrus Run Apartments 49, 67, 75, 127, 129, 130, 139, 147, 161
Preserve at Colony Lakes 38, 39, 40, 57, 80, 103, 111, 128, 129, 132, 142
Timber Mill 31, 35, 52, 53, 83, 90, 129, 151
Zang Triangle 58, 77, 129, 130
Cobblestone at Eagle Harbor 110, 133, 155
Preserve at Old Dowlen 82, 108, 132
Town Station 37, 45, 77
CoHo Apartments 44, 51, 63, 75, 97, 102, 123, 128, 133
Republic Park Vista 37, 53, 59, 70, 105, 108, 128, 129, 132, 133, 137, 145
Corporate 3, 16, 17, 18, 19, 21, 22, 28, 34, 35, 36, 38, 40, 41, 51, 62, 64, 66, 67, 69, 70, 74,79, 116, 118, 119, 120, 121, 122, 123, 128, 129, 130, 131, 135, 137, 138, 140, 145, 151, 155, 156, 157, 161
Coles Crossing 79 College View 74 Estancia at Morningstar 36, 43, 47, 58, 62, 90, 107, 126, 128, 132, 153
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Riverbend 67, 110, 128, 132, 138 San Palmilla 63, 69, 128, 129, 161
THE VENTERRA EXPERIENCE 2019
Town Station Lofts 106, 133 Tree Park 41, 47, 53, 84, 133, 149 Tuscany at Lindbergh 38, 45, 52, 132, 133 Valencia at Westchase 49, 87, 128, 146
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