For any successful business, customer care and service begin and end with its employees. The challenges brought about by the COVID-19 pandemic might strain any workforce to the breaking point, but not the employees of Killam Apartment REIT.
According to Colleen McCarville, Vice President Human Resources, Killam’s employees continue to show their true colors as they navigate the health emergency. “We could not be more proud,” she says simply. “They are exceeding our expectations.”
Killam Apartment REIT is a Canadian real estate investment trust owning, operating and developing apartments and manufactured home communities (MHCs) in Atlantic Canada, Ontario, Alberta and British Columbia, and employing about 700 people, most of whom are public-facing.
“During this critical time, our staff have been going above and beyond to keep our core values – Do the Right Thing, Strong Customer Relationships, Build Community, Creative Solutions, and Curb Appeal – at the foundation of our culture,” McCarville says.
Staff are “doing the right thing” and maintaining “curb appeal” by adjusting to the heightened cleaning responsibilities and use of additional personal protective equipment. They are finding “creative solutions” to cope with the additional responsibilities at work and home.
COVID-19 had forced the closure of building amenity spaces – which are valued greatly by residents. Employees have demonstrated “strong customer relations” by communicating Killam protocols and public health guidelines regarding the use of these, which are now open with restrictions.
Staff continue to “do the right thing” through acts of kindness. Resident Managers have delivered groceries and other necessities to residents who are unable to go out, and employees have assisted residents and co-workers.
Despite the risks, the company’s June 2020 employee survey reports that 94 per cent of staff like the work they do and 92 per cent like their co-workers.
Says McCarville: “Our employees’ dedication to Killam’s Core Values has ensured our continued success throughout this challenging time.” •