200 Fairbrook Dr, Suite 101 Herndon, VA 20170
Lincoln Messenger
fourth quarter • issue 17 • october 2017
Lincoln Charities page 3
Don’t forget RED Shirt Fridays! page 4
National Night Out page 7
inspiration
A Letter from Philip: Communication As we enter the holiday season, one of the first holiday’s we honor is Veteran’s Day. With the service and commitment that our veteran military members gave, and our Active Duty residents continue to give, the above quote is an appropriate selection for this occasion. I also appreciate the nod it gives to those who serve in support of the service branches, and that includes the incredible team we have at Lincoln Military Housing. October saw our teams celebrate our Maintenance staff, who work as the front line to deliver on our mission of exemplary service, though it takes all of us working in concert to make that mission a reality for our residents. 2017 saw everyone continue to elevate their performance to meet the daily challenge of supporting the over 36,000 military families who start and end each day in a home that we provide and service.
“Honor to the Soldier, and Sailor everywhere, who bravely bears his country’s cause. Honor also to the citizen who cares for his brother in the field, and serves, as he best can, the same cause — honor to him, only less than to him, who braves, for the common good, the storms of heaven and the storms of battle.”
– Abraham Lincoln December 2, 1863
Be sure to take time this holiday season to be with your friends and family and find some much needed balance. – Philip Rizzo Vice President of Operations Philip Rizzo is the Vice President of Operations for LMH and is responsible for the overall management and daily operations. As a former soldier and son of an officer, Philip is committed to serving the men, women and families LMH is privileged enough to call our residents.
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department updates
Marketing, Who Says You Need to Leave Your Desk? in this issue
Our housing and district offices are often busy and leaving your office to market your property is difficult and may not be an option. Have you ever delivered flyers all over base or hustled around for face-to-face meetings with hopes to market your community? How did that work for you? Tedious, right? I’ve been there too! Instead of chasing marketing opportunities, how about marketing from the comfort of your desk!
inspiration
Did you know that 72% of people generally turn to the Internet first when starting a search for an apartment and 67% of respondents have rented an apartment originally found when searching on the Internet?
page 1
A Letter from Philip: Communication department updates
Check out the top three, cost-effective ways to market your property without leaving your office! pages 2, 4 & 5
Marketing, Who Says You Need to Leave Your Desk? Call Center lincoln news
pages 3, 4 & 8
Lincoln Employee Milestones RED Shirt Fridays L MH Mission Seal Beach Welcomes Congressman Dana Rohrabacher services and charities Lincoln Charities It’s STAR Celebration! National Night Out
pages 3, 6 & 7
1. Website | Keeping the content on your website fresh and accurate is one of the most important and easiest ways to market your property. Not only can you update your site from the comfort of your desk, but it is one of the most useful assets in your marketing toolbox. Updating banners with current specials and availability give valuable information to our prospects who may not call or visit if your website isn’t up to date and accurate. 2. Social Media | We understand that social media isn’t everyone’s best friend, but social media is one of the best low to no cost marketing tool you have in your pocket. Take a look at your Facebook page in a different light, if you were researching your own apartment would you rent after looking at your installations Facebook page? If not, try to revamp your Facebook page. Ensure all posts and comments are answered within 24-hours, create and schedule content that will engage and drive traffic to our website. Also, did you know we can create your social graphics & help you develop a content calendar template? Give us a shout! 3. Ratings & Reviews | Did you know that 92% of consumers read online reviews before visiting a business and 84% of people trust online reviews as much as a personal recommendation? What is your review star rating? In August, we launched Chatmeter, our comprehensive online reputation management platform. Chatmeter provides tools to help you maintain your community’s reputation, such as; providing an aggregate score or rating formed from all rating and review sites, and in the dashboard responding. Check to ensure all reviews are responded to within 24 hours and try to turn a bad review around, it is possible! Many customers are willing to delete or even change a star rating based on the follow-up of the business. Finally, always ask a happy resident to write a review! Did you know, 66% of residents would leave a positive review for their property if their management company simply requested it? With an up-to-date website, engaging social media presence, and a good reputation, your site can expect to receive more traffic! Now that you have them in the door, you just need to focus on closing the back door and making them a LMH resident! Happy leasing! We want to send a special thank you to Jamie Taylor, Regional Housing Director, for starting the “Market from your desk” campaign in Hampton Roads, Virginia! Sources: Apartments.com, Google Research, and SatisFacts Research.
OCTOBER Halogen, our annual development appraisal system was updated NOVEMBER 2018 Annual Enrollment November 1, 2017 - November 15, 2017 DECEMBER Yardi7S Updates 2
services and charities
Lincoln Charities Lincoln Charities has provided financial assistance to over 25 Lincoln families so far for 2017 in the total amount of $175K. We have had a number of wonderful fundraisers throughout the country with even more planned. If you haven’t already, contact your Lincoln Charities Ambassador to see how you can participate in the next event, and remember to give $1 via payroll deduction. Here are some events that our Lincoln family had a ton of fun doing. Does it give you any ideas? Chicago Midwest team raised over $8,800 with their excursion to Six Flags Great America. Our LPC Executive team raised over $5,500 with their bike team “Lincoln Aero-Menities”. LMH Yuma region raised $700 back for an easy 50/50 raffle. Austin/San Antonio region raised over $5000 for the LPC Float Trip in New Braunfels. Chicago Midwest
LMH Yuma
LPC Executive Team
Austin/San Antonio
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department updates
Call Center
• All regions averaged 1,300 service requests for residents on a daily basis!
“WOW! Did you hear that? It was summertime SCREAMING OUT how impressive LMH’s commitment to service was to our valued residents! From Memorial Day to Labor Day, LMH team members continued to hit it out of the ballpark with many HOMERUNS. Such as…
•R esidents submitted via our maintenance website an average of 40 service requests every day!
•C all Center handled 72, 225 maintenance hotline calls, with 24,588 coming in after business hours!
•P MI Teams completed close to 14,000 Annual Home Inspections!
•C all Center submitted 84,433 service requests, averaging 844 a day!
•A ll regions completed just over 52,000 make ready tickets!
•R esidents rated our overall maintenance service 4.54! That means a majority of our districts achieved the highest rating of Exceptional!
“Thank you all for hitting it out of the ballpark!” •N EW residents rated their overall movein experience 4.47! 57 districts achieved Superior and above! Despite the unusually high temperatures and at times extreme weather conditions across all regions, LMH remained focused on our Mission Statement! If you were to convert our 4.47 into a .447 batting average, there would be no doubt that our commitment to service is one that sets world records! Thank you all for hitting it out of the ballpark!”
lincoln news
RED Shirt Fridays Remember Everyone Deployed Fridays. LMH teams are wearing RED on Friday to support the sacrifice of the servicemen and servicewomen overseas. Thank you LMH for showing your support and keeping our troops in your thoughts. If your installation participates, please send photos to LincolnMilitary@lpsi.com
RED Shirt Fridays
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lincoln news
It’s Performance Appraisal time! It’s that time of year when all team members have access to complete their self-appraisals for their 2017 performance. This year we are pleased to announce that Halogen has some exciting changes, new features and benefits, and a new user-friendly homepage! We encourage all team members to access the system and start your selfassessment or just go in and explore and see what’s new! Here are some of the great new key features and benefits: •S ingle sign on! – All team members are able to access through LMH’s Knowledge Center, no additional ID’s or passwords to remember. •N ew home page allows team members to take ownership of their performance by highlighting their goals, development and feedback activity in a personalized dashboard. •G reater visibility and accountability for individual and team performance activities. •Q uick access to update personal goals or commitments or prepare for performance conversations. •M anagers and employees can easily find team members and search for colleagues across LMH. •M anagers stay up to date every day with a newsfeed of team activity. •Q uick reference tools in how to use the system are readily accessible. • 1 :1 Exchange feature. Which gives managers and employees everything they need to turn one-on-one meetings into a powerful tool for improving communications, collaboration and coaching by tracking and collaborating on goals and projects, exchange meaningful feedback, provide coaching, discuss career development opportunities, or any issue that matters — on a regular, ongoing basis. We strongly encourage everyone to get familiar with the new features. Simply click on the Halogen icon on the Knowledge Center to get started. As an important reminder, be sure to get with your supervisor to determine when your performance appraisal meeting will take place.
Lincoln Employee Milestones We are proud to have such dedicated, highly skilled and caring team members, always seeking to improve the quality of life for our military families. Please join us in congratulating the members of the Lincoln Military Housing team listed below who are celebrating their milestone anniversaries. National Support
Mid-Atlantic Region
15 Years Jerrod Demaree
15 Years Ingrid Saner
5 Years Philip Rizzo
10 Years Karian Overman
Marines-Southwest Region, Albany, Kansas City 10 Years Erwin Figueroa-Jiminez David Bourbeau Regina Clifford Manuel Padilla Daryl Credico 5 Years Antonio Gandara Alicia Suazo Melissa Hayes Rodrigo Contreras-Castro David Lopez Carlos Zavala Navy Region Southwest/ Joint Base Lewis McChord 10 Years Sheri Lehan-Simpson Pamela Presas Araseli Vancil Paul Mulverhill Gabriel Andrade Lizarraga Daniel Balver Alfonso Trujillo-Valencia
We encourage all team members to access the system and start your self-assessment or just go in and explore and see what’s new!
5 Years Henry Miles Jamie Williams Curtis Alexander Angela Butler Valiant Duhart Navy-San Diego Region, Fallon 15 Years Kimberlee Dobbs 10 Years Sandy Rovelo Lisa Collins Sharon Lacey Felisa Martinez 5 Years Ivonne Lopez Le Brandie Megginson Julio Roman Chris Eck Rachel Martinez Robin Harrison-Baskin Alison Thomas Darryl Bagaoisan Ruben Blanco
5 Years Ashley Lawrence Daniel Jaramillo
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lincoln news
Mid-Atlantic Region
Miller Region
Mid-Atlantic Region
Brown Region
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Miller Region
Browne Region
Brown Region
services and charities
Community Service, National Night Out This was the first year Joint Base Lewis McChord (JBLM) hosted National Night Out, Back to School, and the Resident Picnic, all on one night and boy was it was a HUGE success! The amazing event had more than 3,000 people in attendance! The Department of the Army referred to it as a catastrophic success, and it was the third largest event held on JBLM in 2017.
The LMH JBLM team had free back to school supplies for the first 500 families to arrive, and as you can imagine, they ran out quick. Good thing they had so much fun stuff for the families to do after the school supplies were gone! Families were able to check out all the emergency vehicles and meet the emergency personnel. Play on several inflatables, listen to JBLM’s rock back and win AMAZING prizes. Some of the favorite activities that our families look forward to each year are our watermelon eating contest and tug o’ war. They were lined up to participate to win their commemorative t-shirts calling them the champs, this year was no different.
This is the team’s favorite time of year, time to spend quality time with our families that call JBLM home and time with other staff members that we don’t get to see on a daily basis. It’s always a good time, and they are already starting to plan 2018’s event by renting a stadium!
“This is the team’s favorite time of year, time to spend quality time with our families that call JBLM home and time with other staff members that we don’t get to see on a daily basis.” 7
lincoln news
Holidays Offices Closed* * Check with your regional office for potential variations Veterans Day | November 11th Thanksgiving Day | November 23rd Black Friday | November 24th Christmas | December 25th Day After Christmas | December 26th New Year’s Day | January 1st
Constance Towers and Alexander Gonzalez
Lincoln Military Housing Seal Beach Welcomes Congressman Dana Rohrabacher Lincoln Military Housing Seal Beach Community was proud to host Congressman Dana Rohrabacher’s staff at this year’s Community Expo on Friday, September 15th. The Congressman is a huge supporter of our military families, and his staff provided information to the residents on various federal military and veteran programs available to assist them.
“Thank you to the Congressman and his staff for being such a huge supporter of our military families.”
our core mission At Lincoln Military Housing, our mission is to provide military families with exemplary service in a quality home environment, employees with unparalleled opportunities for personal and professional development, and military partners with quality homes and vibrant neighborhoods.
our core values balance
join the conversation
commitment
Connect with Lincoln Military Housing through social media! We would love to hear your thoughts and opinions about the content covered in this newsletter! Please visit LMHFeedback.com to share your comments or suggestions on what you would like to see featured in the next issue.
integrity respect empowerment communication
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