2021
The Giving Book
To thrive on being a customer centric company, we must be defined through the foundation of our values.
Nolan Real Estate Core Values Do customer centricity through emotional experiences Create fun & own different Be passionately determined Be humble Do more with less Build relationships through communicating with integrity Open the mind & release your imagination Bear-hug and embrace change Build a positive team Learn with purpose and grow
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2021
The Giving Book By Our Customers
Offer selfless service
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M I G H T Y MAINTENANCE
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Antonio - Virtual Living at Kingwood On his second day at work, our new groundskeeper, Antonio saw a resident who had just walked across the street from Kroger carrying bags of groceries. It was over 100 degrees that day and Antonio asked the resident if he could help. Through her tears, she said “please,” and he took them to the front of her apartment. She told Antonio that her car had just broke down and she was so happy that she was a part of our community. She did not realize that Antonio was new to our team. She called the office to tell us what happened, and that kind people still exist in this world. Thank you, Antonio, for being such great asset to our team! Chantone - Waterstone at Cinco Ranch There was a time we didn’t have a lead maintenance, Chantone was on call for an entire month and responding to calls with a great attitude. Not only he was able to handle all the calls, but he also managed all the make ready and work orders. Chris E. - Overland Park Chris Early, Maintenance Supervisor at new takeover Overland Park, spent a week and a half working at both his property and the Greyson, another new Columbus area acquisition, to help get their new move outs all turned for the new move ins. He’s also spent time assisting the Greyson with work orders and big projects until they can get fully staffed. Donald - Imperial Lofts Our groundskeeper Donald does an amazing job on the property. He is outside all day in Houston humidity and heat and never complains. He keeps the property looking great and free of trash. We have multiple residents stop by to let us know they notice the hard work that Donald puts in. Enrique - Virtual Living at Kingwood A resident was having issues hanging curtains. When Enrique went to complete a service request, he offered to help hang the curtains for the resident and she was so pleased! Fredis - Virtual Living at Kingwood A resident was in her new apartment for two weeks before her ac went out. It was a Sunday afternoon and Fredis came out to replace the inside and outside unit. Although the resident’s ac went out, she did not have to wait long because Fredis was prepared. Always putting people first! Fredis & Enrique - Virtual Living at Kingwood We’ve experienced a lightning and thunderstorm over a weekend. During the storm, nine refrigerator circuit boards were blown. It was during the Labor Day holiday, so parts were not available and there was delay in ordering due to shortage of inventory. Fredis called every warehouse and drove across town to get one board here and to another location just to make sure the residents would not be without their fridge. He and Enrique stayed and worked until all the residents were taken care of! #peoplefirst#aboveandbeyond John C. - Avenues at Tuscan Lakes When it comes to giving, John tops the list. He endlessly gives knowledge, assistance, and encouragement. After a long & trying day John’s last task for the day was for us to enjoy an ice cream Sunday. He constantly provides sweet treats or breakfast 6 The Giving Book 2021
for us to remind us that we’re a team & are all in this together. Mike - Pen Circle A resident dropped his car key fob in the stairwell, and it bounced down and went under the stairs. He couldn’t get to it so Mike went, and he will not tell me how he got it, but ended up retrieving a car fob. He Saved resident over $300!!! Pedro - Victory North The plumbers could not get to the site to repair our back flow preventer pipe and the office had been without power for about a week. Pedro, our lead maintenance came up with a temporary solution to restore our water short term while we waited for plumbers to show. Pedro steps up to do the necessary things for VN when needed. Reina-Waterstone at Cinco Ranch At the beginning of the year, I was really sick at home. Reina called me to tell me that she was dropping off some soup for me at home. She made chicken noddle soup and left it by my front door. I grabbed the soup and immediate called her to thank her. It meant a lot to me. Rob - Victory North Rob, Maintenance Tech, lives on site and had requested a floating holiday on the first day of the storm. Pedro our lead maintenance could not make it to the site due to the roads and Rob stepped right up to the plate to come in. He had clocked in for work before I even called him to ask did he mind. So grateful to have him apart of our team. Torres - Avenues at Tuscan Lakes Torres is our Make Ready at Avenues. Hands down the best Make Ready ever. With a wide range of skills, he does so much more for our team. He is a jack of all trades, if its broken he can fix it. During the beginning of COVID we started painting inhouse, he didn’t ask any questions, response was no problem. Yenda is our wonderful housekeeper and she wanted to personally give him a shout out on how great he is and makes her job so much easier by just being the awesome co-worker he is. Maintenance Team - Virtual Living at Kingwood There are residents, first time renters, and had serious jitters when moving in. Not only did our team reassure them that everything will be okay. Our maintenance team, chimed in and said that they are also here to help them with any service request needed but most importantly, emergencies. Sometimes it takes a group effort! Andres S. - The Falls Andres Solis our Maintenance Tech is known for his positive and laid-back attitude. He never hesitates to help each one of us on no notice and that translates to how he treats our residents too. William-Brient Leslie needed help moving some very large boxes and Andy dropped what he was doing and went to help William instantly. Andy is moving on to a new opportunity this year and we have no doubt he is going to do great. Best of luck Andy you will be missed!
Nolan Real Estate Core Values
Do Customer Centricity Through Emotional Experiences
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h o m e o f f i c e h e r o e s
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Anonymous I have a neighbor who is blind and in her 80’s and I take her for a manicure and pedicure every other Saturday morning. Honestly, there are times I wake up on Saturday morning and the first thing I think is “no, I want to sleep, no, no, no”, whining like a little baby. I then pull myself out of bed, shower, and go pick her up for our Saturday morning ritual. The cheer in her voice, the expressions of gratitude, and the storytelling that takes place between us during this bi-weekly ritual brings such gratitude in my heart and appreciation for the mentoring this 80-something year old blind lady provides me. Will I whine again, yes, for sure. But I will still get up and push through knowing the giving to each other is much bigger & beautiful than my whiny attitude when I wake up.
Anonymous I was in a rush, running out of gas, so I turned into a gas station to get just enough gas to get to a meeting. As I got out of my car a lady with multiple kids screaming drove up next to me with smoke coming out of the engine. Honestly, I immediately thought,”ugh, no, please, I am in a hurry, don’t stop and ask me anything!” No chance. She stopped, poked her head out of the window looking dire, heck, I would too with multiple kids screaming with smoke coming out of my engine. So,I said, “yes mam, how may I help you?” Her response was that she was leaving an abusive relationship driving across country and her car needed to be fixed. One of her parents was on the way via plane to assist her in getting her and her children to their new home but she need exactly $14 more to get a room for herself and her children. I typically do not carry cash, but she sounded and looked so desperate, so I thought I would at least pull my wallet out and show her I had not cash. Guess what, I had exactly $14 in my wallet! I immediately got chills all over my body, handing her the money, thinking this was meant to be. Dawn - Accounting Team Dawn, our property accountant has gone above and beyond in helping to make sure that our property runs accordingly. I just want to thank her for always being so attentive and working well together.
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Nolan Real Estate Core Values
Create Fun & Own Different
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Nolan Real Estate Core Values
Be passionately determined
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s u p e r l at i v e s u p p o r t
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Armando T. - Roving Maintenance Team I want to share the level of dedication of what some of our great Roving Maintenance team is providing. Armando’s mom just got placed in hospice, and he was in the valley with her after returning from Greyson. He was scheduled to go back out of town and is going because only one person can see his mom at a time for one hour. He just wanted to let me know that he is still going to PN but may or may not have to come back early. These guys are truly troopers. Blake J. - Value Plus Construction Blake has been an extreme help in this winter storm repair process. He’s easy to work with, knowledgeable and just an all-around nice guy. He found a great contractor that have been amazing. I just felt he needed a shout out. He’s been amazing and the team at Imperial is extremely grateful for his hard work. Helen G. Helen is the perfect “lead by example” leader, my porter quit in the middle of the busiest season and Helen offered to come and help pick up trash/dog waste. She is always helping in every way she can, and that speaks volumes to me and our team. Jason Moore- Roving Maintenance Team It was Jason that went to Help Mike at the Boulevard when Mike’s staff left him by himself. Jason had requested vacation when we informed him The Greyson was short staffed and desperately needed help. He volunteered to forfeit one week of his vacation to go help Greyson in Ohio. Two days after returning from Greyson after working 10 days – we learned that Mike, BV’s lead staff, had given notice without warning and was left alone. Lisa was desperately trying to get Mike some help so that he would not have go through the weekend and July 4th alone. All Roving Maintenance were out of state (not out of town – out of state) working. Lisa went so far as to email to her local properties asking for volunteers, but luckily we only had to make one call to Jason Moore (member of the Maintenance Roving Team) He had returned from OH on a Wednesday – I called him Thursday to ask if he would go to KS in 3 days (that Friday or Saturday) earlier than scheduled because Mike had no outside staff. We would understand if he preferred not to go or was too tired and/or wanted to spend time with his family. But I had to ask and he was the only rover in town at that moment. He said, “Sure, when do you want me to go?” He spent 2 days with his family and flew to Kansas to work through the weekend and the 4th of July Holiday helping the Boulevard. When asked, he said, “Ya’ll don’t realize that there are actually people working for Nolan that will do whatever they can do to help. Nolan has been good to me.” Jeff S. - Regional Manager Not being in the industry as long as others, it makes me so comfortable knowing, not only do we have a hands-on property manager, but we a have a hands-on regional manager. While Jeff checks in with our manager during his visits, he also takes the time to praise, acknowledge, encourage, and let be known that he is here for us as well. Thank you for your leadership, Jeff! We appreciate you. (From Jianell) 16 The Giving Book 2021
Noelle- Virtual Living at Kingwood Our new trainer, Noelle, joined our team in June. Since then, she has gained the trust of our residents by implementing a consistent schedule of classes and time with them. She is very dedicated to her role. Our team and the residents really appreciate her stepping in and making the transition easy for everyone! Renata- Roving Leasing Team Renata (Renee) Emenyonu started in September and came to BLVD to train in bond paperwork and leasing with Adaf. While she was here, we could tell immediately that she was a true Nolan team member. She is people first all the way. Even though she hadn’t been here for long, she was always gracious in accepting help and soooo helpful when we were short on office team members. She would take calls, help the best she could, and keep us rolling. When it looked like the Q was going to overwhelm us after two days out of the office and so many new issues as the first day back from a long weekend, she jumped in. We wish we could keep Renee in the office all the time, but we are so stoked to know she is a member of the Kansas team! Roving Maintenance Team This year has been rough on BLVD in terms of maintenance. Most of our team (who had all been here for 3-5+ years) left early in the summer to pursue supervisory roles elsewhere. On top of that, there were tons of capital improvements scheduled, constant shortages with HD Supply (thanks, COVID), and gas lines being replaced by the local utility company without any notice—and lasted WEEKS. Our maintenance supervisor, Mike, was at his wit’s end until we were offered help from some of the Texas-based maintenance rovers. They’ve been AMAZING! They are always ready to jump on any issue and we wish we could keep the whole team. They helped get us back on track while we got staffed up and they did it with big smiles! Roving Maintenance Team I wanted to mention Armando and Jose, Maintenance Rovers, were helping at City View last week after taking over. I took a picture of them running the trash compactor for me as it was overflowing. They are so hard working and never complain about anything they are asked to do. They have been helping at The Boulevard as well the past few weeks and I can’t thank them and tell them I appreciate them enough. #TeamWork Roving Maintenance team Down units at SC, I can not tell you how much this saved our behinds on this. I did absolutely thank them. This was not just a normal job, they re-routed the hot water heater, completely renovated the duct work, changed out all the HVAC, and fixed disconnected sewer drains in the crawls. This would have been astronomical to contract out. I know this is their job, but coming 15 hours from home for 10 + days in a middle of a pandemic is tough and working as hard as they did.
Toni W. - Support Shout out to Toni Washington for all of her work this year with DD’s. Toni works long hours to make sure all the current information is put into Happy Co so that we can work efficiently to get though the long process of DD. She not only organizes the file audit, but inputs and organizes all the information for the apartment walks. We would be lost without her. Shawn & Jonathan- Support I would like to send a special shout out to the trainers for all the help during the 2021 year for help with the takeovers. This has been a very eventful year with bringing in the new properties and them getting pulled in a lot of directions to help on-board. Thank you for everything you do everyday for Nolan and the onsite staff.
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Nolan Real Estate Core Values
Be humble
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magnificent management
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“ The staff The staff is always completely professional extremely helpful and very friendly
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is always completely professional extremely helpful and very friendly.
The Falls Team Our sales professional’s (Brooke Talmage ) brother, Austin, and sister and in law Sydney had an apartment fire earlier this year and lost everything. Our team pooled together and donated clothing and furniture to give this couple a new start in their new home. Amber- The Boulevard Amber goes above and beyond to make coworkers feel special on their birthdays. She decorates their space especially for them so when they come in they are surprised and feel special. Avenues at Shadow Creek Ranch Team My name is Tanisha Scott and I’m a resident at the Avenues at Shadow Creek and I’m contacting you because I wanted to complement your employees. Bethany and her team have been exceptional. During the freeze storm she made sure to keep us informed at all times. I even had some minor issues in the apartment and she sent her staff to help. The staff is always completely professional, extremely helpful, and very friendly. I don’t think they get enough credit for the great job they do here. I just wanted to send you a quick note to tell you how happy I am to live here. Thank you for your time. Avenues at Shadow Creek Ranch Domingo is our new Porter that started just a few months ago. He’s such a hard worker and we appreciate the value he adds to our Team. He just moved into his apartment this weekend and we wanted to help by ensuring he has some necessities such as: pots, pans, silverware, glasses, etc. He was very appreciative as we could tell by the smile on his face. Avenues at Tuscan Lakes Team Mr. Combs’ move in was LOOOONG. He’s a pilot so his schedule was always up in the air and we would mainly communicate overnight. He would get his packages shipped to his apartment and we would go out there and set them inside his apartment. He’s thanked us and is very happy that we are willing to work with him and his busy schedule. He ended up buying the entire staff, both office and maintenance, lunch a week after he officially moved in. Avenues at Tuscan Lakes Team One of the top features at Avenues at Tuscan Lakes is our beautiful saltwater pool and resort area. Torres takes pride and personal responsibility of the resort area. His commitment to excellence is displayed in everything he does. Torres is passionately determined to make sure our resort area is immaculate. His special touch helps provide our community with a “get away” from all the rigor, hustle, and stressors of daily task. When he’s not working, you can often find him floating in the pool enjoying the beautiful results of his labor. Avenues at Tuscan Lakes Team Cody is such a valuable member of the Avenues team. We can brag about how our residents “live differently” and show off our community with pride thanks to his diligent effort. Not only does Cody have a notable work ethic but he has a companionable heart; he rescued an abandoned bearded lizard that was likely near death. When first discovered, the lizard was very small, malnourished, and had been neglected for some time. Cody sprang into action. He began researching the best care plan for his new lizard friend, Spike–Lee. He went to the pet store and
purchased all the supplies needed for its successful recovery. Our office team awaited daily updates and pictures of its progress. With the same attentive care he offers our team daily, he gave a helpless little creature a second chance. Avenues at Tuscan Lakes Team Each year, just to throw in a little excitement to property management, we count down to Hurricane Season. This year, we unexpectedly encountered a freeze, which isn’t common for us. These natural weather disturbances always provide a unique set of challenges to overcome. Accompanied by demands from over 300 households looking to us for immediate solutions, Tara, our Property Manager, was working diligently to help from home but was able to safely make it to the property. Our Regional Manager, Lisa Hausman, came on-site and offered guidance and a helping hand. In an overwhelming moment with various demands, decisions, and constantly ringing phone, Lisa’s presence and assistance provided invaluable support and wisdom. Even in a freeze, it gives us a warm feeling to know we have her support. Avenues at Tuscan Lakes Team Lisa Bass is the move-in queen! She spends hours carefully making sure each move-in is excellent and our new residents are welcomed warmly. She has mastered the value of “do more with less” when creating move in gifts. She is passionately determined that each move-in will enjoy our “people first” commitment the moment they walk through the door. Berenice s. - Ashford Lakes My name is Randy Wright and I recently became a new resident at Ashford Lakes Apartments. The service that I received from the office staff was kind and professional. They provided me with all the necessary information that I needed to process my becoming a resident, which I appreciate. Berenice was my agent and she was wonderful, she is very good with people. She went above and beyond. I was looking to get rid of my current washer and dryer. I was planning on having a junk company haul it out, since the units come with appliances. Instead Berenice had a better suggestion. She helped me find a safe house for women and children for me to donate my gently used appliances. She cares for the community :) Berenice S. - Ashford Lakes One evening Brandye Best locked her car inside of the garage. It put such a big damper on her day and she missed several things she had to do that Saturday. However she reached out later on that day and I met her around 8PM to assist her with manually opening her garage. She was so grateful as she thought she was going to be stuck all weekend and having to postpone all she had planned. Bethany E. - Avenues at Shadow Creek Ranch My neighbor asked if I could walk her dog for her because she had an appointment during her lunch break when she normally comes home to walk her. I agreed and Bella and I had a good time. She even thanked me with a Starbucks gift card (which was completely unnecessary). Even in a doggy dog world a small act of kindness goes a long way.
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Nolan Real Estate Core Values
Do more with less
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Boulevard Team It’s no secret that we love pets here at BLVD. If a cat or dog comes into the office, we all have to get in pets. Recently, Prairie Pines had a resident going through a really rough separation/divorce and they had two cats that they couldn’t take with them. Their plan, if they couldn’t find a home, was to put them down. The staff at BLVD was made aware and immediately had someone volunteer to help rehome the cats. We couldn’t bear the thought of 2 cats being put down in perfect health. Now they’re with the staff member full time and living happy lives as cats of leisure!
community. This has helped the residents remember we are still here even if we are limiting contact. James has earned the nickname of “The Mayor” for being the social person he is. His favorite way to pass time, besides leading our growing fitness classes, is socializing at the pool. He makes his rounds and makes sure every resident is enjoying the space and helps answer questions if he can. By being present, trusted, and down to earth with the residents, he helps them to remember our Team at Avenues are more than just the people at the office. Just like are residents are more than just a number, they are what makes our property amazing.
Debbie - The Boulevard Debbie makes it a point to see how her staff is doing. She checks in when your ill and can see when your struggling. When my father passed recently, she made it a point to let me know I can reach out to her if I need anything. I felt like she really cared and meant it. The entire team is what keeps me going even on bad days. I love our work family.
Jennifer C. - The Falls Anyone who knows Jennifer Frey, our sales professional, knows she is a consummate animal lover. She is a dog Mom to Angel, Gus, Lucy, Yodette and Bean. But she is also Mom to so many more animals here at The Falls. On more than one occasion she has used her break to walk Stacy Fudge’s dog, Honey Pie, and spend quality time with him while Stacy is working. She never fails in petting, hugging and dishing out treats to any and all of our animal friends at The Falls!
Emma- Virtual Living at Kingwood A resident was expecting a very important package for her daughter’s birthday. It was delivered to the office on a Saturday but the resident was not going to make it in time before the office closed. Even though our leasing agent, Emma, was very busy, she took the time to deliver the package to the resident’s apartment. Falls Team Officer Fleer of our very own Mission PD put us in touch with Mission Food Pantry in 2020. He regularly sends us fliers for their needs. Our team and residents have donated multiple items over the course of 30 days which resulted in helping feed 136 families within our community. Suzie Gibbs director of the pantry sent us a thank you card and said our efforts brought tears, smiles and thank yous! It was amazing to see everyone pull together especially during an already difficult time for much of our community. The Boulevard BLVD assistant manager, Heather, deserves some major props. COVID has been hard on everyone, obviously, but she takes the cake in patience while helping residents who have been most affected by the pandemic here at BLVD. Not only has she done everything in her power to keep BLVD’s collections down, but she takes the ‘People First’ motto to another level by showing compassion when they come to her office and admit they won’t be able to pay everything. Even if she can’t do more than tell them their balance and how to pay, they walk out of the office knowing we want to help where we can because of her. Heather has sacrificed multiple times through the moratorium on evictions whether it be time or sanity. Whatever local programs that can help, KERA or a city fund, she’s willing to give information on it, arrange for it to be pickup up, or walk people through the process on the phone. We all know being the assistant manager is a tough job and often thankless, so we should definitely take a moment to show some appreciation for Heather’s continued hard work during a very difficult time! James Robinson- Personal Trainer - Avenues at tuscan Lakes James Robinson is our personal trainer for Avenues. He is a ball of knowledge with a caring spirit. He is an important part of our team. During the pandemic he remained present in the 26 The Giving Book 2021
The Falls Our leasing agent, Jianell, spotted a wandering dog while out on property. The dog followed her back to the office. Jianell immediately sent an email blast with a pic of the dog and posted it on Facebook to no avail. An hour went by so Jianell decided to go out and walk the property just to see if someone was looking. Sure enough an elderly resident was on her patio calling her dogs name. The dog ran out of the apartment when she opened the door before she could put on her leash. The resident was emotional because her dog is her family and she thought she’d lost her. She could not believe that our team cared enough to take the time to do this. Jianell was not going to stop until she found it’s owner! #shecares#wecare Kimberly L. Butternut Ridge Thank you to Kimberly Liccardi, Butternut PM, for helping with DD’s at takeovers for Ohio. She has jumped up very time she has been asked to come and look through files. She is incredibly organized and that helps so much when being on-site and collecting all the data that Toni needs to gives us the best information for closing. We are so lucky to have you at Nolan. Lindsey W. - The Falls During Covid there are countless stories of several team members going above and beyond to help those quarantined from delivering water and snacks to door, packages after hours, grocery delivery, coordinating prescription pick-ups, and our AM doing everything she could to provide resources and an ear to help those struggling financially during the pandemic. These efforts have of course carried over into 2021 and speak to the kind of people that I/We are grateful to work with each and every day. Lindsey W. - The Falls John Campbell has called The Falls home for 8 years. Unfortunately John does not have any family members that live close and struggles to get necessities for himself at times. Our AM, Lindsey Ward, has made it her personal mission to coordinate Johnson County Services to make sure John has transportation to and from his multiple doctor’s appointments, receives medications, brings food and
clothing for John from home. She has orchestrated him getting a new phone and weekly visits with his case worker so that he remains in good health and spirits. None of this surprises us , but Lindsey’s grace and compassion for everyone is just one of the many reasons Lindsey has been such an invaluable member of the Nolan team for the past 14 years and just a great individual.
Mari & Anh - Imperial Lofts & Ashford Lakes On January 3th, 2021 I gave birth to son, Nicholas. While I was out of maternity leave Mary and Annh rotated to come and support my team. Not only did they have to manage their own properties, they also took the time to take care for Waterstone. They did not have to do that as we are super busy. I will always appreciate that. Mr. & Mrs. Barbacane- Virtual Living at Kingwood Mr. and Mrs. Barbacane recently underwent surgery at the same time. In the middle of a pandemic, their family was not able to come support them right after the surgery. Our team at VL made sure that they were checked on, we walked their dog and brought their mail to their apartment until their family arrived. When they were better, they visited us in the office and brought us some flowers and a card saying “thank you”. They were so appreciative on how we all treated them during their recovery, they were filled with emotion.
help. That is when Nichole and Amber noticed what was going on and came to help. Nichole and the amazing resident that stopped helped him walk to his apartment and up the stairs while amber was there with keys to open the door. He was very thankful. We let the helping resident know how thankful we are to have nice caring people like her in our community. Patience P. - The Greyson On the day of takeover at Greyson, we had no maintenance staff. The previous team handed over the keys for the community and gave Patience, the PM, a work order for no A/C. Patience didn’t want the first item for Nolan to be a bad one, so she took it a step above and went to the residents apartment introduced herself and the new management company and fixed the residents air conditioning. A better manager could not have been picked to takeover a large community and show her staff that there is no job that anybody shouldn’t step in to do to support the team and company!
Nicole & Resident - The Boulevard We had a resident notice another older resident sitting on the curb with his walking canes. She pulled over on the street to see if he needed
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Richard B. - Grand Villas 2021 has been a really challenging year for us. We started to have employee turnover and we are often short handled. Every time we are in need of someone’s help our siter properties are always helping, I just love that. Richard and his team are always willing to help. For example the time we did not have a lead maintenance. Richard send his team to help out. Also, we did not have a leasing agent and he sent his team to cover my office. Rosa - Riverpointe Rosa, our house keeper for 13 years is having back pains and has been to the Doctor recently due to the pain. I got Rosa a back brace for while she is working in hopes it relieves some of the pain or strain and took her to get a one hour massage. Rosa sent me a text message afterwards and said she never experienced anything like that and it was so nice and she was extremely grateful. Her back is feeling better so far! Sara - Waterstone at Cinco Ranch Last week a resident called the office upset because she needed someone to pick up her son from school. Sara did not hesitate and picked up her son and took him home. The Boulevard Team We had a resident who had no way to pick up her car from the shop and desperately needed it to continue working. We were able to help get her car and return her rental when a staff member offered to do it on her lunch time. The Boulevard Team One of our more colorful and memorable residents can have difficulty getting around. He lives in a second-floor apartment and often can’t lift his trash to take down the full flight of stairs. So, he will call in usually about once a month and let us know he needs help. It’s usually a quick trip and Adaf never fails to volunteer himself to help. When Adaf isn’t in the office to help, we still always have a team member who is ready to provide him with assistance. Nichole and Amber have run his trash before, in addition to our maintenance grounds team. It’s small for us, but it’s a huge favor to the resident and Mr. L. is always so grateful that we are all willing to go above and beyond. The Candles- Alyson Alyson from the Candles was filling in here at Spring Creek when a little girl came in, lost. All that she knew was her mom’s name, Nicole and that they lived in a brick building. Alyson searched in Yardi and our only ‘Nicole’ that lives here does not have a daughter. Alyson kept the little girl occupied by having her draw pictures at her desk. Alyson called the school with the little information that she had, and found her dad. When her dad arrived, and she verified it was truly the little girls dad, he was in tears. Thank you, Alyson, for being such a caring person!! You did everything right and we appreciate you very much! The Falls Team JD has been our housekeeper for the last 5 years. Without fail she truly is one of the most generous and kind people you will ever meet and has done a great job for us for many years. This year for her birthday we decided that it was time to show her some appreciation for everything she does for us and who she is. Jennifer helped pick out a necklace with her birthstone and 28 The Giving Book 2021
coffee mug acknowledging “Best Housekeeper Ever”. Needless to say it brought her to tears and we hope showed her how much she means to us. Victory North Team We have a resident here, Gina who moved in with a few issues in her apartment that should have been avoided. She completely understood and let us handle her move-in concerns; all was resolved immediately by our maintenance team. We had a horrible freeze and although the property never lost water or electricity she was the only unit that experience damage. Again, being understanding she knew that we would handle the situation in a timely manner. When I got in the week of the storm, I called her immediately and told her I had a $50 gift card ready for her in the office for pick up. I knew that she just needed a simple gesture. She was so grateful and came to grab the gift card the same day. She told us “it was already spent”! Victory North Team We held our Back to School Resident Event and one of our residents recently became a single parent and lost her job during the pandemic. She was amazed that we provided school supplies for everyone because she told our team she was unable to. At that point, we also gave her a list of resources that will be able to assist her for future expenses. Virtual Living at Kingwood Team A resident has been here for four years. He told the property manager, Jennifer, that he would not be renewing his lease. After trying to convince the resident to stay, he said that he wanted to move across town and look for a change. Hesitantly agreeing, I told him that we would love for him to come back to our community if things changed. Well, a week passed by and the resident contacted us to ask what his options would be if he decided to stay. I was happy to hear that there was a possibility of him staying. I asked him what changed his mind, he said that our customer service at VL was absolutely amazing and just not comparable to other communities! #livedifferently#peoplefirst#residentretention Virtual Living at Kingwood Team During the Texas Freeze, our team went into “All Hands on Deck” mode in making sure our residents were taken care of. Even in the midst of our own personal situations of being without, our team made sure that our residents had access to water, coffee, snacks and blankets to help soothe the unexpected event. Virtual Living at Kingwood Team Entergy, our utility provider, turned off power in a resident’s apartment by mistake. The resident came into the office saying they are having a hard time reaching the provider. Our team called Entergy and waited on the phone for (45) minutes to make sure this residents power was turned on immediately because of their own mishap. The resident thanked us for taking the time to help them because they felt they were not being helped by another company.
Nolan Real Estate Core Values
Build relationships through communicating with integrity
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Nolan Real Estate Core Values
Open the mind & release your imagination
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r e a l residents
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Nolan Real Estate Core Values
Bear-hug and embrace change
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Apria- Virtual Living at Kingwood Apria Minnix just moved in and had such a wonderful experience. She wanted to thank our entire team for welcoming her by gifting us with some treats by Tiff and Treats!
Anonymous Entry Our residents aren’t only neighbors, there are many that have made great friendships with each other. When Sue’s fur baby suddenly passed away, her neighbor Jane was truly concerned for Sue, who lives alone. Jane called the office to see if we could reach out to Sue’s good friend Dee, who is also a resident. We called Sue and her friend Dee was already there with her. Jane’s concern and care for her neighbor was truly heartfelt. Bonnie & Frank Reber - Avenues at Tuscan Lakes Let me tell you first hand that these two are the exact kind of residents or neighbor that anyone would hope for. They have a kindness that is infectious. They set waters outside their door in a basket for any delivery people who may need water. They surprise everyone they meet with Bonnie’s amazing baked breads or treats. Heck, one time (I’m a fitness guy) they left a case or protein bars & Gatorade on my front doorstep along with a card telling me they appreciate my friendship. The feeling was more than mutual. So, I more or less thought that they treated me like an adopted son but once I spoke with others withing the community; they all had their own stories of similar kindness done for them by this amazing couple. So, absolutely without a shadow of a doubt; I have no question in my mind that this amazing couple should be highlighted & recognized. We need more people like them in the world. Community Support - Avenues at Shadow Creek Ranch We had a resident reach out via the community Bulletin Board to see if he had any neighbors willing to drive him to an appointment two different days for cataract surgery. He said he received such a large response from our community. He was able to make it to and from his appointments with the help of a neighbor. We love seeing this type of connection in our community! Hayden G. - The Falls Hayden Grate who always stops by our office with a smile, stock tip or just for interesting conversation bought every team member a box of Whitman’s chocolate just because. 36 The Giving Book 2021
Jim C. - The Falls Jim Carr has been our resident for just a few months and had a gourmet gift box delivered to us thanking us for all we do.
John B. - The Falls John Begley has been part of The Falls community for eight years he took the time during the holiday season to bake us sugar cookies that he personalized for each of us KU Resident-The Boulevard We have a resident that works at KU Med and tends to be like a mother hen to all she encounters. Recently, she came in and noticed we had a hand sanitizer pump that was half full. We’ve been trying to deplete the sanitizers that are especially stinky first and that was one of them. When she tried it out, she let out a ‘whew weeeee!’ and said we needed something better! We laughed and went to go change it. Later that day, she went to Lowes and found some sanitizers on sale that smelled lovely and thought of us. She dropped them off and said she wanted to make sure we could stay safe and still smell pretty. Sometimes it’s the little things like that which make all the difference. Leen N. & Trainer James Robinson - Avenues at Tuscan Lakes Leen Nahouli started her fitness journey back in 2018 with our group training session lead by James Robinson. They continued training together even after Leen relocated for work. Our community and team will forever be a remembered as a positive impact on her life. #PeopleFirst “Last week marked my last day of routine workouts with James Robinson Gbo Pro. To say he changed my life is an understatement. I met James in 2018 and I could not do one push-up let alone lift anything. Three years later, I have muscles I never thought I could have, I can do multiple pushups, planks, run and deadlift 265 lbs. Its time to fully move to the island and try something new, but if you’re in the League City area and need training, reach out to James, as he WILL change your life and your outlook on fitness!”
Resident: Avenues at Shadow Creek Ranch Today my neighbor asked if I could walked her dog for her because she had an appointment during her lunch break when she normally comes home to walk her. I agreed and Bella and I had a good time. She even thanked me with a Starbucks gift card (which was completely unnecessary). Even in a doggy dog world a small act of kindness goes a long way. Resident- Waterstone at cinco ranch We have a resident that is always baking cookies for the maintenance staff, and the office. Her cookies are so tasty and they out a smile on everyone face. They really makes us feel special. Resident-Boulevard One of our older residents that moved in last year likes to stop in to say hello and check on how we’ve been through the pandemic. She’s a hoot and loves to give gifts. She likes to bring in snacks for us and even got the whole team some belated Christmas presents that were these adorable little moon lights that are rechargeable. They were a huge hit and made us all smile during a particularly cold and dreary week! Resident-Imperial Lofts Working in this industry has been very rewarding during these times. We have been able to get to know our peers and residents on a more intimate level. We have each witnessed the growth we have each experienced in our lives. Our community is a giant family. When resident leaves they are missed by us and their neighbors. It’s bitter sweet. We are excited for their next adventure but sad to say goodbye. I had a resident pop their head in the office just to ask if we’ve heard the news? I answered what news and it was news of an engagement of another resident. Something like that is just awesome to hear. Imperial Lofts in not only the place I work but a place I call my second home.
Resident-The Boulevard I’m recently married and I live on site. A particularly sweet resident has an apartment number that is just one digit off from mine and she received one of my packages. She didn’t realize it was me until I opened the door to accept the package and when she found out it was a wedding gift, she squealed with delight and offered me congratulations. I thanked her for the gift and then figured that was that, but about an hour later, I went to take my dog out and I found another box and a note. It was from that same resident congratulating me and thanking me for my work to make BLVD her favorite apartment she’s ever lived in. It was a modest plate setting and such a thoughtful thing to do—I was completely floored. We always hear a lot of compliments from our residents on how hard we work and how helpful and kind we are (because we always try to be People First!), but knowing they care enough to do something like this on such a personal level makes me want to work that much harder to make my residents happy! Resident-The Boulevard Another one for Renata! While training here at BLVD, she soaked up all the techniques and lessons like a sponge! In one of her first tours, she handled it like a pro with grace and even some humor. While speaking to a prospect, he mentioned he worked at a local pizza place. She helped him beyond what he asked or even needed, and he was so grateful, he brought her a fresh pizza! And of course, being the lovely gal she is, she offered to share with the whole team. So sweet! Resident-The Boulevard We recently had a neighbor to the BLVD call in to help with our feral cat issue! We have a few feral kitties that have taken up residence that are impossible to catch and it’s an ongoing issue for the whole area in Roeland Park. This good Samaritan gave us a call and offered up assistance in the way of a TNR (trap, neuter, release) program. She had a few suggestions and now hopefully BLVD will be able to reduce our feral cat population in the next year or two! We love that even the neighbors that don’t live in our apartments still want to make sure we are taken care of! Resident-Waterstone We had a resident that was pretty upset about the noise coming from her neighbors. We really tried to help as much as we can but she was pretty frustrated and sort of latch out at us, the same day we received a call from her apologizing. And the next day she sent us lunch. We understand that is part of our job but we thought It was sweet for her to apologized and to send us lunch. Virtual Living at Kingwood- Resident: A new resident who just moved into #514 from the East Coast was so impressed with the customer service he received from our team. He told us that we are true representatives of “Southern Hospitality”. He sends us a box of cookies every month with an attached appreciation letter. NRED 37
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Nolan Real Estate Core Values
Build a positive team
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Nolan Real Estate Core Values
Learn with purpose and grow