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Amanda Kitts VICE PRESIDENT OF OPERATIONS
Nicolle Block VICE PRESIDENT OF OPERATIONS How would you describe Keep it OneUp in everyday interactions? As leaders, we are surrounded by opportunities to be a daymaker each and every day! Keep it OneUp is about using discretionary effort to anticipate what your customer needs so they’re not just satisfied, they’re delighted. What’s one simple way teams can identify and create a OneUp moment for residents day to day? First and foremost, be authentic and present with everyone. Pay attention to the customer’s unexpressed needs in every interaction and solve for that before they even have to ask.
How do you Keep it OneUp as a leader? I try to keep in mind the goal of Keep it OneUp: to leave them saying “They didn’t have to, but I’m glad they did.” This summer, as my team focused on KPI improvements, we ran small contests for Regional Managers to sweeten the deal if they hit three or more KPIs. For me, it’s about paying attention to the small things and showing my team I truly care about them as humans, not just employees. How do you encourage teams to Keep it OneUp for clients? When the Mid-Atlantic has client visits, we go the extra mile to make sure they feel valued. From having their names on a welcome board, to offering snacks, cold drinks, and giveaways tailored to their preferences, we want every detail to say, “We’ve been expecting you.” We even add local touches, like Amelie’s salted caramel brownies from a beloved bakery in Charlotte, NC, so clients get a taste of the community they’re visiting.
“Anticipate what your customer needs so they’re not just satisfied, they’re delighted.” - NICOLLE BLOCK
HAVE A SIMILAR STORY ABOUT A ONEUP MOMENT TO SHARE? Make sure to join our next Townhall to learn how we’re taking things to the next level (hint: it involves all of you)! Wednesday, October 8 11 AM PT | 12 PM MT | 1 PM CT | 2 PM ET
SEPTEMBER - OCTOBER 2025 15
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