Jennifer Blair
The Overlook at Bernardo Heights
Nestled in a 16 acre garden-like setting with surrounding homes and golf courses, the Overlook at Bernardo Heights provides a comfortable and peaceful place to live. The property promises residents a feeling of home and the best service in the industry. Making good on that promise is Jennifer Blair, Assistant Business Manager.
Being a long-time renter herself, Jennifer finds it easy to put herself in her residents’ shoes. As we chat, she recalls several situations that she has encountered as a renter - some good, some not good at all. She says her personal goal is to remember the best service she’s ever received and then top it. Whether that involves offering 24-hour maintenance, overseeing projects to beautify the property, introducing online and credit card payment options for residents, or providing immediate and empathetic responses to a crisis, Jennifer’s dedication to service shines through.
Residents show their appreciation by sticking around. Retention rates average 65 percent at the Overlook at Bernardo Heights. Personnel tend to stay put as well. Jennifer describes the staff as “lifers” and notes that residents and staff often find themselves becoming friends. She admits that you can’t always give everyone what they want, but you can be focused on and attentive to their needs, and that personal touch goes a long way toward softening the impact of bad news.
Jennifer acknowledges that she, like everyone else, is busy, but she doesn’t let that stand in the way of focusing on the person she’s interacting with in the moment. She uses her property’s ResidentPortal™ to streamline rent collection and maintenance requests, noting that her residents enjoy the convenience and her workload flows more smoothly as a result. And you can be certain that Jennifer will take that extra time to make each interaction personal and pleasant.
Property Solutions congratulates Jennifer Blair for their dedication to service with a personal touch. She will receive a gift certificate to a restaurant of her choice. If you know of a manager who is doing an outstanding job, nominate him or her for Property Solutions Manager of the Month by sending the story to tking@propertysolutions.com.
