At Commerce Capital Partners, we always are searching for programs and practices that go beyond industry norms to benefit and improve the lives of our residents and their communities. We constantly investigate new technologies and processes that will help us add real value to the communities we serve.
ComCapp has developed a portfolio of resident programs that begin with the first interaction a prospective resident has with us and supports them during the duration of their residence. As a result, we regularly have the highest satisfaction ratings of all of our competitors, and we believe this is due to our fanatical focus on customer satisfaction, in part reflected in our adoption these advanced communication and response tools, and other programs.
Active Satisfaction Management
Our relationship with a prospective resident begins when they initiate their online apartment search before they ever walk into one of our offices. No matter the hour, they can schedule a time to tour a specific unit and have an ongoing Q&A with our staff. When they arrive onsite, we are able to understand better their specific needs and save them time in the application process by recommending the right option, available at the right time for the best price. We also assist with move-in, utility setup, and then we follow up to ensure that each move was successful.
COMCAPP UNDERSTANDS STRONG RESIDENT SATISFACTION IS JOB 1.
Our Online Resident Survey program evaluates resident satisfaction by instantaneously elevating feedback to property and regional managers from residents in regard to 100% of work orders and move-ins. The goal of the resident survey is to improve our performance, increase our retention, and achieve operational excellence. We pride ourselves in our reputation.
Our Online Review program ensures that every review, good and bad, is read by the appropriate property and regional manager, but also by Rob Finney, ComCapp’s President. We respond to each and every review, with a heartfelt thanks when its for a job well done, and more importantly with a solution when we could have done more.
Online Work Orders
Through each property website, residents may submit online work orders 24 hours a day, 7 days a week. This streamlined work order system also helps ensure that service requests are addressed within 48 hours.
ComCapp offers a pre-approved and low cost option for renters insurance to all residents. Ours is a superior solution exclusively structured around what a resident needs to protect them from liability. We also offer individualized Renter’s Contents policies that allow residents to increase or decrease their specific coverage to meet their exact needs. Residents can get a free instant quote HERE.
We have implemented extensive water and energy conservation programs at all ComCapp properties. Sample programs and results include:
- Property water use audits and installation of water saving devices resulting in lower water bills.
- More efficient toilet flappers – though it sounds insignificant and even funny, installation of these toilet flappers significantly reduces leaks and improves water usage on existing toilets resulting in lower water bills for residents.
- Water leak detectors on water meters — These devices can detect catastrophic water line breaks immediately and notify the property manager. They also detect small, chronic leaks underground that otherwise go undiscovered, but can add significantly to water bills.
- LED Lighting Systems – ComCapp frequently installs LED systems in common areas and resident front doors, resulting in lower energy bills.
- Solar – ComCapp investigates whether solar energy is a viable option due to location, roof position and angle, and other factors. When warranted, we are employing solar energy to reduce greenhouse gas emissions and lower or at least stabilize electric bills for common areas throughout our communities.
- Renewable Energy – At most of our properties, we are very happy to say our residents’ electric power is provided through a 100% clean and renewable energy program.
At some ComCapp properties, we have partnered with Honeywell to install Smart Thermostats that can be connected to resident mobile phones resulting in better control, more comfort, and energy conservation. Imagine leaving your workday on a hot afternoon in August and turning on your AC with your phone so its cool and comfortable when you arrive.
ComCapp has invested significant capital and time in hiring the highest qualified property management professionals and in nurturing their career growth. As a result, we are able to retain and develop the most talented people in our industry and they are able to provide the highest level of resident satisfaction at every property.
ComCapp Five Star Leadership Development Program
Property Managers and Maintenance Leads that show positive results and high levels of resident satisfaction are asked to join our leadership development program in order to be a part of our senior idea-generating and decision-making and also to mentor new staff members or those that require performance improvements.
Certifications and Education
Our property managers and maintenance staff are required to secure industry certifications and continue to educate themselves in new standards and best practices. This results in improved employee retention and satisfaction. We offer tuition reimbursement for Certified Apartment Manager and Certified Apartment Property Supervisors courses. In addition, all maintenance staff are AC and Pool Certified so you can trust that your property is being maintained by an experienced professional.
In an effort to stay in touch with our employees’ work satisfaction, we offer a daily electronic, single question survey where they can express how the day went. We know it’s normal to have a bad day every now and then, but if an employee is frequently dissatisfied, the most senior levels of the company are aware and able to work to improve their workplace environment or provide support when needed.