The People Behind The Smarter Way to HOA: Stories of Service and Care
What does it take to truly deliver great customer service?
This week, as we celebrate Customer Service Week, we know the answer isn't in a script or a rulebook.
It's found in the people who go above and beyond because they genuinely care!
At RowCal, our team members are the heart of everything we do, and this week is all about celebrating their dedication.
Customer service goes beyond simply solving problems. It also finds a way to build a genuine relationship.
It’s the proactive mindset that turns a difficult situation into a positive one and an initial phone call into a lasting connection.
This commitment is the very foundation of The Smarter Way to HOA, and it's what transforms our day-to-day work into something truly meaningful.
The Stories Behind Service
To give you a glimpse into what that looks like in action, we're celebrating three of our amazing team members!
Anne Manlangit, Care Team Agent
Anne believes that being mentally present is the most important part of her job.
She shared a story with us about how she recently helped a homeowner who was upset about a payment not being correctly processed.
Anne went above and beyond, reassuring the homeowner that she would personally handle the issue from start to finish.
This same patience and empathy were on display when a client, who wasn't computer-savvy, became frustrated while trying to set up an account.
Anne calmly assisted her step-by-step, turning a high-stress moment into a successful outcome.
When we asked Anne: What motivates you to consistently deliver excellent service, even on the tough days?
She told us, “When it's your job to solve problems, it should be the most natural thing in the world to want the client feeling satisfied with the outcome of their call. I never want my clients to get a headache when they reach out, I only want to make their lives a little bit easier!”
Mystre’ Van Horn, Community Manager
Mystre’ shows us time and time again what going above and beyond really means.
When a large condominium community of hers had to be vacated for a major sewer project, one of the owners, a disabled elderly woman, could not take both of her dogs with her to the temporary housing.
When she learned this news, Mystre’ stepped in and agreed to foster the pup until the resident could move back in.
What started as a kind gesture turned into a permanent adoption, with the dog now a new fur baby in Mystre’s family.
The resident is thrilled that she no longer has to walk two dogs and can visit her beloved pup anytime she likes, creating a bond that goes far beyond community management.
Ashley Dring-Hill, Director of Community Management
Ashley is motivated by pure empathy.
She puts herself in a client’s shoes, thinking about how she would want a situation to unfold.
Ashley relates her approach to the frustration of dealing with big-box delivery services that are unable to deliver a package for a variety of made-up reasons.
And she never wants a client to feel that same level of frustration.
Instead, she aims to make their lives a little bit easier by proactively solving their problems, ensuring they never get a headache when they reach out.
She shared with us, “My motivation comes from empathy. I imagine myself in the homeowner or Board member's position, and think about how I'd like the situation to unfold. I never want my clients to get a headache when they reach out, I only want to make their lives a little bit easier!”
The passion and commitment displayed by Anne, Mystre', and Ashley are a testament to the entire RowCal team. They're a true embodiment of our belief that service is not just what we do, but who we are.
This Customer Service Week, and every week, we extend our gratitude to every member of the RowCal team. It's their hard work and heart that truly make our communities and our company great!
Inspired by Our Team? Join Us!
If these stories resonate with you and you're inspired to build a career where your dedication and passion for helping others make a real impact, we’d love to hear from you!
We’re always looking for passionate professionals who want to make a difference.
Visit our careers page to learn more about joining the RowCal team.