A Holistic & Integrated Approach to Amenity Management

When it comes to programming amenity spaces within a building, we think of several factors: residents’ preferences and needs, longevity (instead of following trends that may be short-lived), convenience, service-as-a-luxury, and sustainability. 

It may be trendy to talk about building salt rooms and equipping a gym with fancy new machines, but we believe approaching amenities with this “feature-first” approach leads to unutilized spaces and missed opportunities to deliver more value to residents.

Ultimately, we believe in approaching amenity management the other way around - customer-first. We think about our residents and their lifestyles before determining the best way to outfit and program amenity spaces. 

Lifestyles first, features second

Before we even determine what machines to fill a gym with, we determine if the residents in the building are the type that would spend more time in group classes in a yoga studio, or one-on-one with a personal trainer lifting weights. 

Likewise, before we think about how to design a beautiful lobby or party space, we think about what services residents are likely to use, and how those will interact with the space. Can we enable them to book a decorator or party planner directly through a concierge app when they want to use the party room? 

And when residents shop online or order groceries, food deliveries, or laundry services, is there a designated package holding room with not only enough space to accommodate the increased online shopping as a result of physical distancing, but also with appropriate storage facilities (eg. refrigerators and hangers)?

All of these are important considerations for us when we think about designing and managing amenities in a way that will drive maximum utilization and return on investment. 

Creating a sense of “place”

As luxury and convenience becomes increasingly valued by residents, many residential buildings have started to offer services and amenities similar to those at hotels. These include white-glove concierge service, in-house coffee shops, and in-house cleaning and laundry services, among others. 

But what will distinguish a residential building from a hotel where guests come and go is fostering a sense of community. Prior to the pandemic, we organized wine nights, movie nights, themed Halloween and Super Bowl parties, and kids’ concerts to bring residents together and build community. 

During physical distancing, we turned to virtual programming to fill this gap. We teamed up with top local comedians featured on Comedy Central, Netflix, and SF Sketchfest, along with local restaurants to organize a series of dinner + comedy shows to raise funds for the NAACP Legal Defense Fund, while keeping people entertained and safe while they stayed at home.

We also organized a pet adoption drive, teaming up with local shelters to arrange virtual adoption drives, then transporting pets from shelters to the homes of residents who decided to adopt a furry companion to keep them company during physically distant times. 

Supporting the local community

We believe communities don’t exist in isolation. In aiming to foster community among the residents of a building, we also aim to support the wider local community and small family-run businesses. 

URBN Playground’s approach to thinking globally and building community locally is evident in the partners we choose to work with - from working with national wellness brands like Athleta to produce fitness related events that shape the community, while choosing to buy from local farms, ice-cream shops, breweries, florists, and bakeries for our events. 

For example, we have partnered with the farmer-owned dairy company, Hudson Valley Fresh Dairy, to provide apartment residents in Manhattan and Brooklyn with farm-to-fridge fresh milk and dairy products through the URBN Playground concierge app, delivered to their doorstep in as little as 3 days.

We also work closely with the International Rescue Committee (IRC) to hire and train refugees to work in frontline roles, delivering essential services to residents and customers, giving this group of people important employment opportunities. 

We believe that as we support others, others support us too. By connecting developers and building management companies, and consulting and working with local, artisanal, and organic businesses, we’re able to create powerful partnerships that touch many lives within the community. By thinking win-win, we’re able to deliver enhanced, holistic residential lifestyle experiences for those we serve, while continuing to innovate and optimize how we use amenity spaces. 

How to Maximize Workouts by Phasing Your Training

We all work out for different reasons. It could be to lose weight, to improve at a new skill, or to lift heavier weights. Whether your goal is general overall physical fitness or strength and conditioning, the body must follow specific training phases in order to achieve certain outcomes. 

The primary phases are broken into: stabilization, strength, and power. Within these high-level phases of training, there are sub-phases including stabilization endurance, strength endurance, hypertrophy (muscle growth), max strength, power, and max power. 

In order to see results from any training phase, the principle of Specific Adaptation to Imposed Demands (SAID) must be kept in mind, along with repetition tempo.

What is SAID?

According to BetterMovement.com: “The SAID principle is one of the most important basic concepts in sport science. It means that when the body is placed under some form of stress, it starts to make adaptations that will allow the body to get better at withstanding that specific form of stress in the future.” In other words, “the body is always trying to get better at exactly what you practice.”

What is repetition tempo?

Repetition tempo is the speed or timing it takes to perform each repetition of an exercise. Each rep consists of three parts: Concentric Contractions, where the muscle is actively shortening, Eccentric Contractions, where the muscle is actively lengthening and Isometric Contractions, where the muscle is actively held at a fixed length.

Here’s a simple diagram to explain the parts that make up repetition tempo:

One example of the many tempos available is a 4/1/2/2 tempo, where you lower the weight for 4 seconds (eccentric contraction), hold it for 1 second (isometric contraction), raise it for 2 seconds (concentric contraction) and hold it for 2 seconds (isometric contraction). 

Now that you know some of the basic terms, let’s dive into each phase!

Stabilization/Strength Endurance (Foundation)

Stabilization is the first and foundational training phase and it focuses on using one’s body weight to correct posture and maintain joint support. This requires high amounts of balance, controlled movements, and endurance from the parts of the body you are working out. When an injury occurs, rehabilitation begins in this phase. Some examples of stabilization exercises include a single-leg squat with a three-second hold or a dead hang. 

Strength endurance emphasizes producing force over an extended period of time.  Performing multiple repetitions with 30-60 second rest periods between each set can have effective results that include decreased body fat and increased muscular endurance. The rep range for the stabilization and strength endurance phase is 12-25 reps, for 2-3 sets.

Hypertrophy

The next phase of training when you have mastered the foundations of stabilization and strength endurance is hypertrophy. This is when the muscle increases in size due to increased levels of tension. This phase of training is recommended prior to the maximum strength phase because an individual will make more “gains” in this phase, which will eventually accommodate heavier loads. 

Bodybuilders are usually in this phase for the majority of an annual training cycle (macrocycle). For beginners, it takes approximately 4-8 weeks to see visible improvement in this phase. The most effective rep range for hypertrophy is 6-12 reps, for 3-6 sets. 

In this phase, you should be progressively increasing the weight used to perform your reps. A good rule of thumb is that when you can perform 3 sets of 10 reps in good form for three workouts in a row, then it is time to increase the load.  

Maximum Strength

After achieving mastery over the foundational and hypertrophy phases, max strength is the phase where you get to test your limits. By this point, if you have followed the correct training approach, you will have conditioned your central nervous system and stabilized your body to be ready for the heavier loads you will be introducing. 

In training for max strength, improvements can be made quickly. Workouts must be periodized (regular cycles of stress and recovery scheduled in) in order to see additional improvements. The most effective rep range for max strength is 1-5 reps, for 2-6 sets. 

What is periodization?

Periodization refers to training that is structured around periods of progressively-loaded training stress followed by rest. This method is advocated by sports scientists and trainers because the body’s natural state is one of adaptation. Adaptation is the process of progressively getting better through pushing your body to its limit and letting it fully recover. 

When you train hard, you actually tear your muscle fibers; when you rest and recover, those fibers heal, rebuilding the muscle so it can handle similar stress in the future. It is the rest that follows training that allows your body to get stronger.

This approach can be adapted to any type of workout you do - whether it is weight lifting or cardio workouts such as running or cycling. You want to build in workouts where you are lifting your maximum weight or running at your maximum pace, and then dial it back on subsequent workouts. This will firstly give your body a chance to feel what it’s like to recover, by doing a less intense amount of work. Secondly, once your body has recovered, you’ll get the big stimulus of completing another challenging workout, with a fresh - and stronger - body. 

As the TrainingPeaks blog put it: “Think two steps forward, one step back.” Without periodization, you will typically be putting in medium effort all the time. Not only will that slow muscle growth and endurance - it also makes for more boring, repetitive workouts.

Power

Power is the final phase of training. This phase focuses on generating the greatest possible force in the shortest amount of time. An extraordinary level of strength must be achieved to fully comprehend the potential of power development. 

To amplify training, both heavy and light loads must be moved as fast as possible to craft the adaptation of power. The two effective rep ranges for the power phase are 1-10 reps and 1-4 reps, for 3-4 sets. 

Summary

By identifying your training goals you can create a training calendar which progressively builds on each phase of training. Keep in mind that you do not have to add hypertrophy, max strength, or power into your training programs to maintain general fitness - these are phases typically pursued by elite body builders. 

However, it is recommended that you cycle through the first two phases of training (stabilization and strength endurance) on a periodic basis. Use the stabilization phase as a chance to incorporate corrective exercises. 

To find out more information on training phases and how to tailor the right training program for you, contact hello@urbnplayground.com.

How Amenities Are Evolving Through COVID-19

How has COVID-19 altered conventional living?

Modern living has been redefined since the advent of COVID-19. Children are attending school virtually, with their parents within earshot, tuned into a work conference call. Conventional recreation and social activities became restricted and we’ve had to pick up new pastimes while being forced indoors.

As people shelter in place, amenities play a bigger role than ever before, providing convenience, comfort, and recreation. 

3 Key Implications Underlying Changes to Amenities

Even before the COVID-19 outbreak, 5 million employees in the US alone were already working from home. Current government-imposed restrictions for both public and private sectors have increased these figures exponentially, given the global scale of migration to working from home arrangements.

As work and play shifts to the home, this has three important implications in transforming amenities within properties. These are:

1. Increased hygiene measures in shared spaces,

2. Enabling work and social activities to take place at home, and

3. Minimizing risk of exposure to COVID-19 from beyond the premises.

Increasing hygiene measures within shared spaces

An array of measures have been introduced to reduce the risk of transmission within communal areas. These revolve around minimizing physical contact or altogether replacing it with touch-free appliances that are frequently accessed by residents in a multi-family property.

Examples of this include automatic appliances such as motion-triggered faucets, bins, toilets, and doors fitted with keycard access. Where prevention of physical contact is difficult, automatic sanitizer dispensers, disinfectant wipes, face masks, and gloves are made available. Additionally, areas that are commonly accessed in buildings such as function rooms, public toilets and elevators are disinfected regularly and only permit a fixed number of users at any given time.

Enabling work and social activities to take place at home

The shift of social and work activities to the home has also required infrastructural changes to support the transition. A stable and fast internet connection with sufficient bandwidth is needed to support an entire building’s worth of users and the occasional spikes in use. (No one likes to be disconnected from an important work call!) 

In common areas such as co-working lounges, soundproof rooms or pods are set up to enable residents to participate in calls without interrupting or being interrupted. Furniture that is easily disassembled and reassembled to cater to social distancing norms have also become popular so the number of users a space can accommodate at a time can be scaled up or down easily. 

Recreational amenities such as fitness centers have also seen their share of changes. Workout stations and machines have been spaced out to observe social distancing rules. To accommodate the needs of residents, certain gyms are open around-the-clock to compensate for only permitting a limited number of users at any given time. Apps such as URBN Playground allow property management to allocate and reserve time slots, confirm absence of symptoms, track and log the use of residents in amenities in a building.

Minimizing risk of exposure to COVID-19 from beyond the premises

New amenities have also been introduced to ensure that the pandemic does not find its way into homes from the outside. New apps have popped up that only permit authorized personnel such as food and delivery services to enter the premises, subject to health screening at the point of entry. A rise in online shopping has led to the development of mailroom management systems with locker apps that ensure packages are delivered to residents securely, giving residents the option of permitting building entry without having to leave the confines of their unit. 

What does this mean?

This transformation in amenities triggered by the pandemic is likely to continue into the future, offering flexibility, safety, and convenience to residents. 

For building developers and designers working on ongoing projects, important questions will need to be answered: Will social distancing and new hygienic practices become the new norm? Should floor plans, layouts, and lifestyle programming within a building take into account and cater to long-term social distancing, or should you plan for flexibility and ease of scaling up and down operations as needed? Will you focus on providing more square footage to accommodate socially-distanced amenities or will you favor spaces that can be multipurpose or compartmentalized? How will technology be implemented to ensure safety, hygiene, and convenience? 

The answers to these considerations are nuanced, and require careful consideration. While social distancing presents constraints and challenges, it’s also an opportunity for creativity and re-imagining spaces and amenities of the future.

URBN Playground Selected to GlobeSt's Multifamily Influencers

URBN Playground is honored to be selected to GlobeSt’s Multifamily Influencers for 2020. The list focuses on highlighting experts in the multifamily industry who have exemplified skill and wisdom throughout the year. The 2020 list had an emphasis on how honorees have pivoted to serve clients amidst the COVID-19 pandemic and how they have contributed to the multifamily community throughout the past year.

As a company with a direct impact to the lives of our clients, we are humbled to have received this recognition in result of our efforts over the past year. What drives us is our passion for connecting people to other people. Our approach to amenity management and lifestyle design is built around creating connection and community - within cities, neighborhoods, and buildings.

You can read the full article at the link below:

2020 GlobeSt Multifamily Influencers

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Founded in 2016, URBN Playground is a full-service hospitality management and technology firm headquartered in New York City, and is built on its co-founders’ passion for putting the human touch into amenity management. URBN Playground focuses on designing and delivering curated experiences, lifestyles, and moments that build connection and community – within cities, neighborhoods, and buildings.

Smart Homes and How Residents Can Take Advantage

Home Is Where the Heart Is

Ask anyone on what the word home evokes of and most will recount fond memories of conviviality, peace and safety. From natural primitive shelters to edifices of steel and glass, the home has always been close to all our hearts. Especially in a time when most of the world has been “sheltering in place”, home as a place of comfort and protection has never been more important.

Today’s smart homes invoke the same feelings and functions of yesteryears, albeit with new bells and whistles to make the present living experience even more enjoyable and secure, while being sustainable.

What Is a Smart Home?

A smart home is essentially a structure that is seamlessly integrated with technology to enhance the living experience of its residents. These technologies allow residents to control elements of their home environment in real-time, such as automating the usage of lights, accessing security or selecting ventilation and air conditioning systems, all with a few touches or strokes on a screen.

Certain smart homes possess biometric security entry systems that offer convenient yet secure access. Other smart homes boast remote security access, whether to let the plumber in or to view your security cameras when you are away and want to check on how the kids or pets are doing.

Why Does a Smart Home Matter?

Aside from offering a new experience of comfort and security, smart homes are also kinder to the environment. Environmental concerns are now a priority for many when living in a home, and being able to promote a building’s environmental features is a major selling point. A 2019 survey found that 77% of Americans and Australians want to learn more about how to live sustainably. These days, not only is it important for a building to possess systems to cater to the individual needs of its inhabitants, but it also must be dynamically integrated to reduce its residents’ carbon footprint.

Construction of modern smart homes employ the latest developments in architecture and engineering that provide an equal if not better living experience while utilizing cutting-edge techniques that rely on smart use of construction materials. For instance, Tesla recently unveiled its Solar Roof that puts a roof over our heads while harnessing solar energy for domestic use, powering your home while saving the environment.

What Are the Benefits to Residents and Home-Owners?

Buildings that are seamlessly integrated with technology enable residents to program functions tailored to the needs of its residents. For instance, motion sensors integrated with information systems will trigger lighting only when residents are present or illuminate areas of the home based on the daily routines of its residents. For instance, most would prefer dimmer lights for enjoying a relaxed evening meal as opposed to chopping vegetables, and a smart kitchen would allow for easy adjustment of the lighting to fit the mood. This alleviates decision-making for residents while conserving energy.\

What Are the Benefits to Building Owners?

For building owners, the smart use of energy and efficient building design can help to combat depreciation on the property by making the building more attractive over a longer period of time. In the long run, maintenance costs can be reduced substantially as well, as amenities and the structural integrity of the buildings are better preserved. Findings indicate that smart home applications can even save up to 23% on heating and cooling costs while requiring fewer repairs.

In Conclusion...

The notion of a fun, safe and comfortable home will always resonate deeply for most of us. The smart home is now proving to not only redefine conventional and traditional experiences of a home, but also proving to be the environmentally sounder option. For aspiring homeowners, renters, or developers, the smart home is the obvious choice to best meet the needs of the future.

Training for Strength vs. Training for Growth: What You Need to Know

In the world of personal training, muscle size and strength mean two completely different things. Strength training targets the neuromuscular system to make muscles stronger, while the goal of building muscle size involves modifying muscle cell physiology to make muscles larger.

Your performance goals and appropriate training approaches will be different depending on the desired outcome: muscle or strength. It is possible to achieve both, as long as you have a precise periodization of exercise programming. Wow! That’s a mouthful! 

Don’t worry; we’ll break it down for you and provide tips on how to take your strength, size, or both to the next level. Grab your mat, bands, and water bottle, and be prepared to work up a sweat! 

What is Periodization?

First, let’s start off by defining what is periodization. Periodization is defined as the “long-term cyclic structuring of training and practice to maximize performance to coincide with important competitions.”  

In simple terms, it is a system which plans for training variations in muscles targeted, intensity, and volume.

What is TUT?

Time under tension (TUT) is by far one of the most important exercise techniques but continuously gets overlooked. In both muscle-building and strength-building exercises, TUT is used to describe how long a muscle is held under tension or strain per set or exercise (we’ll see again why remembering this concept is important as you choose how to implement your rep schemes and sets for varying goals like strength, size, power, or endurance). 

TUT also takes into consideration exercise tempo focused on eccentric, isometric, and concentric actions.  For example, 8 reps on a front squat lasting 3 seconds down (eccentric) and 2 seconds up (concentric) would be 5 seconds per rep and therefore 40 seconds total TUT. 

Building Bigger Muscles

The ability to increase muscle mass is influenced by genetics, nutrition, and a tailored physical fitness routine, namely in the phase we trainers refer to as “hypertrophy” (by definition, this means an increase in muscle mass).  Ideally, this phase includes time under tension (TUT) and a moderate weight modality. During TUT workouts, you lengthen each phase of the movement to make your sets longer.

The most effective rep ranges for hypertrophy are 6-12 reps, for 3-5 sets, per exercise. Depending on your exercise level, begin with a higher rep range with moderate intensity or weight load, then, decrease the reps and increase the intensity. 

Getting Stronger

Strength does not increase muscle size but rather increases the muscle integrity against heavy loads. An individual can be strong without having large, visible muscles. 

Increasing strength means you can lift and move heavier loads for a shorter period of time. Here, the TUT is shorter in duration than in our strength phase; for example, your workout may call for you to bench press 225lbs for five reps each set whereas the hypertrophy phase would have 8 reps each set.

To build strength, the most effective rep ranges are 1-5 reps.

What if I want BOTH increased strength and muscle mass?

If you desire to increase strength and muscle mass simultaneously, you would have to strategically periodize your weekly training routines. It is recommended that you focus on hypertrophy first and progress to strength after you have mastered the basics. 

Below is an example of a periodized workout program that can be followed, switching between hypertrophy and strength, to gain the benefits that will increase both strength and muscle size. 

• DB Squat into a shoulder press - 3x12 or 3x6

• TUT Push ups (3-2-1) - 3x12 or 3x6

• Chin ups - 3x10 or 3x5 

• Lateral Raises - 3x12 or 3x6

• Reverse Lunges - 3x12 or 3x6  (ea leg)

Need some help with programming to gain size, strength, or power? Contact hello@urbnplayground.com

How the Pandemic Has Changed Apartment Building Amenities

URBN Playground Featured in the New York Times

URBN Playground co-founder Jeremy Brutus was featured in the New York Times this morning in “How the Pandemic Has Changed Apartment Building Amenities”. Jeremy discussed the importance of focusing on residents in the buildings that we manage. Focusing on their needs is what’s important for tailoring services and features for building residents.

Since the onset of the pandemic, URBN Playground has focused on pivoting and evolving our services to accommodate the needs of residents. This has included modifying space allocation within buildings with our partners, rolling out technology scheduling capabilities for amenity spaces, launching virtual programming including fitness and events, and deploying software for symptom questionnaires and contact tracing.

You can read the full article here:
New York Times: How the Pandemic Has Changed Apartment Building Amenities

Please reach out to us at hello@urbnplayground.com if you would like to discuss how we have found solutions for our clients amidst the pandemic. We are here to serve you.

Redefining Wellness in the New Normal

Under normal circumstances, wellness is typically associated with spa days, massages, and workout classes. But COVID-19 and the physical distancing it has brought about has been disorienting, limiting access to resources and amenities that were otherwise conveniently available. 

On top of this, many people are dealing with heightened anxiety arising from a fear of the virus coupled with increased uncertainty. Together, these factors can quickly become overwhelming. Being physically distant from others can also make people feel more lonely or depressed.

While wellness during a pandemic may look drastically different, it remains just as essential, if not more. Here are some ways you can continue to practice self-care and wellness even while adjusting to the new normal.

Recognize the importance of self-awareness

Pandemics are stressful for everyone. This is not the time to compare yourself to others or beat yourself up for not doing better. Acknowledging that present times are unprecedented and recognizing that the feeling of being anxious or stressed is the first step to coping better. 

Pay attention to what your body is telling you. Signs of anxiety, stress and depression include:

• Sleeping difficulties

• Loss of concentration

• Recurring fear and worry of own health or that of others, as well as on state of finances 

• Worsening health conditions

Being kind to yourself includes recognizing that different individuals with varying backgrounds, socioeconomic status and social circles will respond differently from stress arising from COVID-19. 

This will enable you to accept that certain conditions are beyond your control and help you focus on matters you have more control over. 

Tap into breathing exercises to practice body-awareness

Often, we can be stressed without realizing it. Our bodies may be showing us signs of stress, but our minds are too busy to notice it. Meditation and breathwork is a simple, yet underrated technique to still the mind and make you more aware of physical sensations in your body.

Harpreet Gujral, program director of integrative medicine at Johns Hopkins’ Sibley Memorial Hospital, offers a simple breathing ritual to still the mind and be more fully present:

“There is a technique called 4-7-8 breathing, or relaxing breath, which helps you concentrate on deep breaths. The practice is simple: Breathe in for a count of 4, hold for a count of 7 and breathe out for a count of 8. Practicing this for four breaths four times each day or more can help relieve anxiety and reset the autonomic nervous system.”

Stay socially connected while physical distancing

Staying connected during these times is as essential for mental health as seeing a professional therapist is. Even if you may be physically distant from loved ones, maintaining regular social interaction in some form or another helps reduce stress arising from COVID-19. 

Some creative ways people to stay connected while being physically distant include:

• Scheduling regular Zoom calls with loved ones;

• Finding online games you can play in a group with friends; and

• Making your own or ordering gifts to be delivered to your loved ones.

If you find yourself needing additional support, consider engaging mental health professionals to support you during these challenging times.

Practice sleep hygiene

You are only as good as the amount of sleep you get, the food you eat, and the exercise you do. Developing a good sleep routine will help to fend off the anxiety and stress that is prevalent for many in uncertain times, by giving you not only a sense of stability and control, but also a feeling of achievement and progress. This in turn creates a positive feedback loop, by feeding  your self-confidence and desire to continue practicing good habits. 

How can you practice good sleep hygiene? Here are a few tips:

1. Reduce your exposure to electronic screens. As tempting as it may be to continue checking email late into the evening while working from home, it’s important to “switch off” to give your mind and body time to reset and recharge.

1. Avoid using your electronic devices as you are about to go to sleep or when you first wake in the morning. 

2. Limit the use of electronic devices to a fixed number of hours in a day.

3. Employ blue light glasses or filters to reduce the glare from your electronic devices. 

Take care of your body by eating well

It’s easy to stress eat during these times. However, it’s also the perfect opportunity to pick up a new hobby, if you haven’t learnt to cook, or to try a new diet or new recipes. Here are a few ways you can take care of your body by eating well:

1. Learn to cook your own meals. Picking up a new hobby can be fun and rewarding while giving you more control over the ingredients you use (less oil, sugar and salt).

2. Increase your intake of food and vegetables. Fruits and vegetables are full of fibre that keep you satiated for a longer time, decreasing the likelihood of you grabbing junk food or binge-eating.

3. Bonus: Keep track of how much you’re saving along the way for an added motivation boost! Grocery shopping and cooking your own food is cheaper than constantly eating out or ordering in. With that extra change to spare, you can treat yourself to a reward!

Turn your home into your own sanctuary

Why do so many people enjoy an early morning or evening session at the gym or yoga studio? It’s because these spaces were created specifically for wellness and de-stressing. Look at the walls of most fitness spaces and you’ll find inspiring quotes all over them. Equipment is neatly stacked up, and accessories and decorations are tastefully placed. 

Bring this concept of creating a retreat home, by setting aside a designated space for your home workouts. Put up some posters or framed pictures or quotes that inspire you. Keep the sense of community going by joining forces with friends to make a routine, and hold each other accountable to it. You could even join virtual workouts together, in the comfort and convenience of your home gym.

In summary...

As wellness moves from public spaces to the home, its definition has also expanded. A wider range of workout, meditation, and other lifestyle classes (from kombucha making to tarot card reading) have become more accessible online than ever before. 

The pandemic has pushed wellness providers to rethink the way they deliver their services. Consumers’ ideas of “wellness” have also extended to include a greater focus on mental health, community, and lifestyle changes.

Jemma Shin, consumer insight strategist with trend forecasting firm WGSN, said in an article published by the U.S. Chamber of Commerce: "Since the coronavirus outbreak, people are increasingly shifting focus from ‘me’ to ‘we,’ looking at ways to tackle their anxiety with acts of kindness and compassion,” she said. “As a result, the wellness industry is now looking beyond how the individual feels and towards how they exist in a society.”

Mental Health Spotlight: Navigating Corona-Era Emotions

For the last six weeks we’ve been lucky enough to host Dr. Tash on our Instagram Live feed for a Q and A. 

Dr. Tash is a licensed counselor who has been helping us navigate our emotions in the Covid era. We’ve pulled these top five takeaways from our “Talks with Tash”: 

#1: “Return to physical safety”

The unknowns such as what/where is safe, are just that, unknowns. They were always unknowns--even before the pandemic; we’ve only been relying on a sense of security. To help the body (and mind) return to physical safety, try the following:

• Relaxation techniques such as deep breathing. Try one as simple as breathing in for four steady counts and exhaling for the same. 

• Meditation/Mindfulness: Calm, Headspace apps, and Insight Timer are a few of our top favorites. 

• Grounding: by definition, grounding refers to a physical or spiritual connection with Nature or the literal ground. Petting your dog, taking a walk, or even sitting on the beach are all grounding activities. Visualizing your “grounding spot” is another technique for grounding when you are unable to get down and dirty (pun intended).

#2: Journaling & Writing 

Science has shown that there is a connection between the physical act of writing and improved mood, improved immune system functioning, and a reduction of high blood pressure, cholesterol, symptoms of depression,  anxiety, and even PTSD (post traumatic stress disorder). 

• Makes connection between thoughts & feelings 

• Creates alternative perspectives & reflect on our experience

• Identify & label emotions

#3: Connection & Relationships

We may not have realized it in our day-to-day, pre-COVID socializing (going to the gym, happy hours, etc.), but a pandemic may cause us to take a closer look at which interactions establish meaningful connections and whether or not those connections remain nourished within our relationships with others. 

• Assess the quality vs quantity of your relationships & address true source of loneliness

• Consider creative ways to connect with family and friends virtually & more authentic ways.

#4: Separate fears from practical vs hypothetical

• It’s easy to get caught up in fear and allow it to snowball into a daylong activity with no parameters. Give your fear and worry some structure:

• Although worry & anxiety are designed to keep you safe, redirect to things in your control.

• ‘Schedule’ or compartmentalize worry (ex. Give self 15m /day to worry). 

#5: Find a healthy balance

• We have a limited amount of time and energy each day

• Balance is not a matter of figuring out how to do everything, but prioritizing what’s most important at the time against your personal values & goals

• Focus your energy on those things within your control while letting go of the others

A Final Note

For more information about Dr. Tashika Halloway visit https://tlccounselingatl.com/.

Five Self-Care Tips for Everyone to Enjoy

The term self-care is more than lavish spending at a spa or on vacation, but more so keeping up a basic and therapeutic routine. In today’s society, we tend to forget our own needs and how to meet those needs, accordingly. It is one of the most important factors to keep us mentally and physically stable each day. Self-care can be as basic as getting 7 to 8 hrs of sleep each day and taking a multivitamin. Check out these tips below, put yourself to the test, and treat yourself at the end of the week.

Tip #1 Hydration

Being properly hydrated not only is good for both your skin and digestive health, but it also affects our energy levels. If you are an active person, you need to hydrate even more before, during, and after your workouts for optimal results. After all, no one wants to begin a workout just to feel the joints cracking and a tight back.

Before: be sure to consume two cups of water before your workout. Avoid caffeinated beverages that can dehydrate you quickly.

During: Drink a minimum of 4-6 ounces every 15-20 minutes to keep your body well hydrated (pro tip: 4 ounces is roughly the size of any standard shot glass). The longer the workout, which would be an hour or more of strenuous work, be sure to have a combination of water and a sports drink that contains electrolytes. Staying hydrated will decrease your chances of injury, headaches, and improve performance.

After: Make your regular water fancy and primed for recovery-even at home! Add cucumber slices, limes, and lemons, or even pineapple to your water to infuse it not only with flavor but extra vitamins and minerals and give you the sensation of being at the spa!

Tip #2 Moisturizing your skin

Moisturizing your skin doesn't have to be expensive but is definitely worth an investment. The skin is the largest organ in the human body and receives the most exposure from the sun and outdoor elements. Yes, you can walk inside your local drug store or order products online but make sure you do the following: identify your skin type and pick a moisturizer that contains SPF. If you are outdoors longer than two hours, make sure you reapply.  At night use a toner, gentle exfoliator, and night serum. Check out this link to identify your skin type A Step-by-Step Guide to Creating Your Personalized Skincare Routine. If you find your skin needs additional moisture, perhaps during a period of high stress or winter months, opt for a hydrating mask.  For a classic  facial moisturizer with SPF, check out Kiehl’s Ultra Facial Moisturizer SPF 30 Kiehl’s Ultra Facial Moisturizer SPF 30 .

Tip #3 Soak your Feet in Epsom Salt

Soaking your feet in Epsom salt is by far one of the most underrated forms of self-care. Activities such as running, walking the city streets, or cycling to the workplace tremendous amounts of pressure and stress on your feet. Soaking your feet in Epsom salt has benefits such as reducing muscle soreness, exfoliating, and reducing potential foot odor. Plus, it just feels amazing!

DIY Epsom Salt Foot Soak

A foot soak involves immersing the feet in warm water. According to the Arthritis Foundation, water temperatures between 92°F and 100°F are best to ease soreness.

To use Epsom salt in a foot soak, consider the following steps:

1.    Fill a basin or foot spa with enough warm water to cover the feet up to the ankles.

2.    Add half or three-quarters of a cup of Epsom salt to the water.

3.    Place the feet in the soak for about 20 to 30 minutes.

4.    Dry thoroughly after the soak and then moisturize the feet.

Tip #4 Sleep Matters

What matters the most is the quality of your sleep you get tonight. In turn, you can go harder in workouts tomorrow. Sleep recalibrates our body and rejuvenates our mind, muscles, and mood. Lack of sleep comes with a series of health issues which include: hormonal imbalances, weight gain, and not to mention; feeling miserable. Getting a good night’s sleep comes with habits that include: exercise, cutting down on alcoholic beverages, and reducing screen time at night. An evening meditation will soothe your mind and help you drift off peacefully so that you can tackle what the next day brings--we like the Calm App or Insight Timer.

Tip #5 Treat Yourself

Life is tough and you should indulge yourself more often. By implementing one or all of these self-care options, your reward can be anything from seeing live music, watching a new movie, or enjoying your favorite treat in moderation.

Regardless of your wellness routine, self-care can be as simple as sleep and more water intake. Try any single tip above for the next 5-7 days, and try another one after that. Remember it takes time to build up healthy patterns and habits, and this is true for self-care as well.

A Final Note

Interested in taking self-care to the next level? We have virtual meditation, yoga, nutrition coaching, and personal training available via the URBN APP.

Couch to 5k: Q and A Follow Up

Thank you all for joining us on our recent Instragram Live session for our Couch to 5k Q and A with co-founder Amy Blitz and 9-time marathoner and RRCA certified run coach Angie Knudson! In case you missed it, here’s the skinny on starting out your running journey:

So, how do you start running?

1. Abandon your expectations of greatness when you begin running. It is a process that takes time and patience. This patient approach will keep injuries at bay.

2. Focus on time running vs distance goal (example, building up to 20 or 30 continuous minutes of running.)

3. Begin a program using a walk/run protocol (see below)

4. Once you have a 30 minute continuous run in your pocket, you can begin to focus on either increasing distance while keeping your pace consistent, or improving your pace, and keeping your distance the same (remember that distance and speed are two different goals). 

Angie (on the right) with pro runner Lauren Fleshman!

The Walk/Run Approach

There are loads of resources on a walk/run approach (perhaps one of the most famous resources is the Galloway Method) . The simplest way to look at it is to break up your workout into alternating periods of walking with periods of running. 

As you progress, you’ll slowly decrease the time of walking intervals, until you’re able to run continuously. 

Walking time should be greater than running time at first (one example, based on fitness level: 2 min run/3 min walk, repeat for 15-30 minutes total. If very deconditioned, start with just 30-60 second running intervals and incorporate longer walking intervals).

Expect a 6 week timeline to build up to continuous running (that’s with a minimum of 3x a week of your walk-run program). Some people may progress sooner, for some it may take more time. Mind over matter. Staying positive and celebrating those small wins “running for 5 continuous minutes”, etc., go a long way, as can signing up for a virtual 5k to keep you on track.

Common issues

• Runner’s knee

• Shin splints

• Bonking

• Increased appetite

Unexpected Perks

• Stress relief

• Sleep better

• Increased metabolism

Helpful Exercises

• Lunges

• Single leg deadlifts

• Clamshells

• Bridges

• Planks

• Rows

• Stretching, yoga, and foam rolling are also all complimentary.

Need additional help with starting a running program? Contact us and we will connect you to one of our certified coaches!

5 Ways an Amenity Consultant Will Add Value to Your Property

As a property developer, you’ve done extensive research before launching your new project. You’ve taken into account rental demand, resale value, real estate value, and market demographics. Perhaps you've even hired a property consultant to help you manage your building.

Why then hire an amenity consultant to tell you how to plan, program and manage the facilities within your building? There are many reasons to engage professional amenity consultants. The benefits you can reap range from increased real estate value, to enhanced reputation, to greater utilization of facilities, which may be the most important benefit, as it is linked to cost efficiency.

Read on for the top 5 reasons to hire an amenity consultant:

1. Experience

As a developer, you have several property developments under your belt.

Amenity consultants, however, have worked on a vast range of different types of properties. They have a great understanding of the many things that could go wrong, and can spot potential issues much faster. 

An amenity consultant can also keep you from making the wrong decisions when deciding how to construct and outfit your building. Recently, we had a client who was developing a new residential building in New York City. They were planning to build a traditional business centre in the property, equipped with rows of desktop computers.

We advised them against it, as the neighborhood is defined by its start-up community, rather than a traditional business community. Instead, we helped them redesign their business lounge to a co-working space.

Rather than equipping the space with computers, we ensured there were plenty of power points for freelancers to plug in their own laptops and phones to. They used the money they would have spent on computers to buy 3D printers, drafting tables, and virtual reality goggles instead. Rather than building a typical business center that would likely go unused, we designed the space for discussions or even to be a creative studio where people could embrace their maker instincts unfettered. (I’m eagerly waiting for new sneakers to be made, size 14 double E please!)

This example may seem simple. But when you’ve spent a long time figuring out how to add value to your building, consultants can come in with a fresh perspective. The changes they suggest may not make a big difference budget-wise, but can significantly affect the appeal of a building.

2. An Independent Perspective

It can be difficult to be objective when you’ve spent months looking at a project from all angles.

As you work on a building project, you might find that some of your initial plans and ideas might not be so ideal when it comes to the implementation. Amenity consultants can give you a fresh point of view, help you understand the operational impact of those decisions, and help you see what else you could be doing.

For example, at some point, everyone wanted to be part of a fully-equipped fitness center. Building developer were investing heavily into expensive equipment and large fitness centers.

Today, the trend has started moving towards group fitness. Everyone wants a routine designed for their lifestyle and personality, and they want to do it with others who share the same interest. This has seen people rushing to build yoga, cycling, cross fit studios, and so on.

Amenity consultants have a wider range of experience and have seen trends come and go. They’ve seen massive fitness centers that are only utilized by a handful of people. They've seen small fitness studios that opened with sold out classes, but a year later, are struggling to pay their rent and drive utilization.

They can provide that objectivity to help you evaluate if you really need that large a fitness center... or if perhaps a small gym with special features will suffice. They will help you decide if you need to build a new yoga studio... or if that money will be better channeled to hire a yoga instructor to run classes in the park next to the building or on your rooftop.

They will help you decide what is right for your community, and what will be sustainable in the long term - not what is trending.

3. Cost savings

Amenity consultants help you negotiate vendor contracts, conduct feasibility studies, and recruit the right service staff for your property development’s amenities. This can help you not only save money, but also avoid costly mistakes. You only get one chance to open successfully and make an impression with your launch, so it’s crucial to plan well in advance, as one of our clients learnt the hard way.

This client decided to engage us closer to the time they were about to launch their new property, which they had already built with saunas and steam rooms. They were not aware of the permits required from the city’s Health Department. The permit application should have been submitted two years ago, with the building engineering plans.

The client had hired both an interior designer and architect to advise them on how the saunas and steam rooms should be built. Yet neither one of them had raised a red flag about the lack of a permit and public engineering certification with the city.

After months of marketing the sauna, steam, and spa facilities and spending money on building them, the developer had to launch the property without operational saunas and steam rooms, even though they were already built. Had they engaged us at an earlier stage, this costly mistake would have been avoided through our previous experience with successful permit applications.

Amenity consultants also help you save money through negotiating for better equipment pricing. They work with multiple clients at a time, and often buy similar equipment for different clients in bulk, passing on the cost savings. Keep in mind that an amenity consultant may be building 5, 10, or even 15 fitness centers per year, while you may be developing or opening one or two projects per year.

4. Higher Returns

Amenity consultants will help to design lifestyle programs that increase your community's appeal. Their aim is to transform basic facilities into special experiences and memories for residents and guests. This gives you the ability to command higher rates, while occupancy levels and year-over-year retention improve as well. 

Some of the programs and events we have planned for our clients include beer parties and film festivals. These events have helped clients appeal to and retain an important new market, the up-and-coming generation of Millennials. 

5. An Enhanced Reputation

An amenity consultant can help you improve a building's appeal by designing programs tailored to the needs of the community. It could be day care services for working parents, or yoga classes for stressed-out professionals.

The happier your residents are with their environment, the more differentiated your building becomes. The more unique the experiences you create, the better word-of-mouth marketing becomes.

For one of the projects we worked on, we realized that there was a sizable community of musicians in the neighborhood. We suggested building a recording studio in the building, where musicians could jam and record music.

Most residential buildings stick to the usual gym, sauna, lounge, and business center amenities. This unconventional move, however, generated lots of buzz for the developer. Out of 350 units, more than 15 tenants reported moving in specifically because they heard about the recording studio.  

In short, yes, you can do a lot of the work a consultant does on your own. But having an amenity consultant on your team makes the job simpler, saves time and cost, and increases the value of your property. 

Marketing vs Operations: Building a Successful Property in the Age of the Customer

In the past, while customers controlled the buying decision, sellers controlled not only the products/services being offered, but information about those products and services.

Today, thanks to technology and the Internet, sellers no longer control information about their products and services. At the tap of a button, users can share reviews and information about their experiences with the rest of the world.

For property developers, this means that simply winning awards and receiving traditional media attention for your property and program is not enough.

To win the hearts and business of customers in an era where the rules have changed, property developers must go beyond typical measures of prestige (such as awards and fancy amenities) when it comes to marketing their property. They must now focus instead on ways to enhance the service experience for every customer.

The Conflict Between Marketing and Operations

Of course, enhancing the customer experience is easier said than done, because it involves a conflict between marketing and operations. Marketing focuses on top-line revenue and, accordingly, seeks invention and creativity in order to win new business, while operations is concerned with cost, efficiency, and execution. This being the case, conflict is inevitable.

Wearing the marketing hat, one is focused on reaching as many new and potential customers/buyers/renters as possible, possibly at the expense of keeping up the standard of operations. Wearing the operational hat, one might be tempted to keep costs low and not invest in the additional enhancements needed to raise staff functionality and service levels.

These two hats are often seen at odds with each other – however, I’d like to suggest that they are not at odds, but rather, complementary.

Excellent operations lead to enhanced reputation in the long-run and drive sales.

A good marketer will not neglect the importance of operations, while a good operations manager will understand how operations drives revenue.

Investing in Customer Happiness

A clear sign that marketing and operations is being done right is simply happy customers.

Happy customers are the result of a great reputation (the promise) + a great experience (the promise fulfilled).

Marketing drives the promise, and operations fulfills the promise. Working hand in hand, both marketing and operational functions should be making investments in:

 #1 - Training and equipping personnel:

As your occupancy rates grow, and as the value of the property increases, the investment into staff should grow accordingly. Staff should be trained to deliver an even higher level of service, and there should be an increased sense of mission for top-performing staff.

#2 - Research and development:

Top businesses are never satisfied with achieving a level of success – for every achievement, they strive to top it, and add more value to their stakeholders and the lives of the people they touch.

Likewise, instead of just striving to be the best in the industry, look at how to innovate even further through research and development. This will ensure you become not only a market contender, but a leader for years to come.

#3 - Constant improvement of service levels:

Success is easier to attain than it is to maintain. A player with an established reputation in the market will be put under more scrutiny and shown less mercy when a mistake is made. Therefore, the goal should be to have a service provider that is creative and that will never be satisfied with service levels, constantly striving to maintain, improve, and surpass them.

When the gap between marketing and operations in bridged, property developers will be able to deliver the level of service that gets people leaving glowing reviews on online platforms.

Think of your customer as basketball’s proverbial Sixth Man, the first person to be substituted from the bench. The Sixth Man is that player who can play multiple players and roles throughout a game, and is just waiting for the signal to jump into action. The presence of a great bench player is a sign of team depth and excellence.

Just like in basketball, every customer you serve represents untapped potential, waiting to be unleashed. If you execute your service plan right, you end up with many bench players who could be stellar substitutes for your marketing team, your PR team, or your crisis communications team – at the ready, just waiting to tell the world how great you are.

This continues in a positive cycle, because glowing customer reviews will lead to a better bottom line and increased staff morale. That in turn will ensure operations keeps running like a well-oiled machine. And that consistency and excellence is what will keep people coming back.

How deep is your bench of delighted customers?

The One Amenity That Never Goes Out of Style

In the property and hospitality line, there is a constant rush to have the latest and trendiest amenities, from urban staples such as swimming pools, fitness centers, and business lounges – to more recent, trendy options such as creator studios, infrared saunas, and salt rooms.

Yet amid all these investments into amenity space, another crucial yet often overlooked amenity is neglected – the service that occurs within these spaces.

While creating space is all about size, square footage, and built-up area, service is what takes an environment from simply being “space” to being a “place”. “What’s the difference?” you may ask. Space is simply an area that may be available for use but may be unoccupied. A place is where people go to with a clear intent and purpose in mind – an area used and designated for specific experiences – just like how many cozy coffee shops have turned retail space into a “Third Place” for many people in between work and home.

Service is what takes an environment from simply being “space” to being a “place”.

Service is what makes the difference between a common noun and a proper noun – a subtle nuance, yes, but isn’t nuance what makes all the difference in tipping a brand’s scale?

At URBN Playground, my partner Amy Blitz and I have worked on numerous amenity consulting projects and one of the first questions we are usually asked is about what kinds of new amenities renters, residents, and guests are looking for.

Without hesitation, the first answer on our lips is usually – service. We believe that the person looking at a new or existing rental or condo is choosing a lifestyle, rather than a cold, hard unit of space or built-up area.

A lifestyle is more than just the tangible and concrete but it involves feelings, emotions, motivations, memories, and a sense of place, or belonging.

They involve first and foremost people-driven interactions that are unique, memorable, positive, and personal. Such interactions may happen by chance, but it can also be engineered with the right planning and organization, delivered with intensity and passion. It is such interactions that will be the hallmarks of the next amenity at your property, whether it’s a new property or an already existing one.

To draw from the travel industry, take for example a trip to the museum - a day out at the museum isn’t happenstance; the cultural experience represents efforts that have been years and even hundreds of years in the making to turn a building into a cultural treasure trove.

We feel developments need spaces, and size of the space and other tangible specs are an essential ingredient to building a successful sales and leasing program, but the bigger opportunity for differentiation is service. There are the outliers – buildings with reputations for unbelievable service, but we feel there could be many more and are building a team with the expertise to bring this to life. It’s a process driven exercise in understanding what people want and will want in the future. It involves intent listening, and precise execution because the details are nimble and numerous – very, very numerous.

We believe that the opportunity will be great for those who plan a holistic, immersive experience for their residents. The opportunity is available to all buildings, no matter how big or small, how old or modern. Even if a building lacks a lounge or game room, service is an amenity that everyone can provide. Creating a brand built around service makes perceived value tangible.

Yes, to stay on top of its game, a property will need to keep up with trends, be it the latest co-working spaces with 3D printers or workshops with great tools and virtual reality simulators… but not in a vacuum without the right service. Planned service goals, genuine and sincere interactions and a structured program of events is what we feel will become the new norm. Our focus on being a service provider that will transform spaces into places that create value – value for the users, and value for the developers who manage to successfully deliver service and brand to new residents and customers.

At URBN Playground, we strive to deliver experience through premium, top-notch, hotel-style service. We draw our experience from the luxury hospitality line, infusing unforgettable and memorable experiences for our customers into the places that we manage and operate. 

Ultimately, service is the essence of URBN Playground’s core values. It’s what we believe in, and it’s what helps our clients drive results for their business. 

The Burden of Prestige: Avoid These 4 Amenity Management Mistakes

Winning awards, receiving free media attention, and achieving rave word-of-mouth reviews and staying relevant in the media after a grand opening – these are all goals of any property developer, owner, or amenity manager.

Developments with a prestigious reputation can command a higher value, boosting the top and bottom line.

However, with prestige also comes the two-fold burden of 1) having to invest more into the hamster wheel of keeping up appearances, and 2) the very real danger of allowing service standards to slip during this time, and not living up to the “hype” while facing greater scrutiny.

No business owner ever intentionally allows the burden of prestige to affect their business… but often it’s a subtle, slippery slope. Being well-known leads to more inquiries, which lead to more work, which leads to more complexities, and so on.

Many times, amenity companies start out with the right intentions – they hire the right staff, provide thorough training, and innovate to come up with best practices for running the show. However, the very things that make a property great often end up being neglected in the process of keeping up appearances.

In my 20+ years of experience in the industry, I’ve noticed a few common mistakes that many amenity companies make in their attempts to maintain their “prestige”:

1. Focusing overly on physical amenities to deliver a “wow” factor.

Physical amenities are costly investments and the demand for different types of amenities can change very quickly, depending on what’s trending.

Purely relying on amenities to sell your property is not enough – the entire experience of staying in the building must be considered, from the service provided at the front desk, to the fitness instructors, to the cleaning and laundry services.

A common misconception I encounter frequently is that having superb amenities will drive sales – however, poorly managed amenities can lower the value of a property over time. Conversely, smoothly-run, consistent operations lead to an experience that people come to rely on and trust.

2. Diverting staff to focus on the media.

This is when staff are pulled from their daily operations to plan, coordinate, and host media tours, visits, and photoshoots. If this happens too often, it prevents the staff from delivering and maintaining a high quality of service to guests/residents.

Resources should not be diverted to making the place look good for the CEO who is getting interviewed or walking through. It should just look good already.

As a property manager or developer, if you need to double-check with your provider to make sure the property is presentable for special occasions, you may want to re-evaluate the service package currently being deployed.

3. Conditional “sprucing up” of the property.

Often, many amenity managers decide to “spruce things up” only when the media comes by, be it enhancing the landscaping or flowers, adding new equipment, fixing faulty lighting, or even changing old linen.

This sends the message to staff that the place should only look tiptop when the media comes by, instead of 24-7. It will subtly influence the way the staff behave and serve on “regular” days versus “special” days.

4. Focusing only on traditional media reviews.

You may receive a rave review in a newspaper, but that doesn’t mean residents or guests will come pouring in. In today’s highly connected world, reviews on social media platforms are a huge influencing factor in determining if people trust your brand.

To not only reach the top but stay on top, property developers should be seeking amenity providers who have a long term mindset and the creativity to really innovate over time.

Despite all of these challenges, the burden of prestige is indeed a big opportunity, if taken advantage of correctly.

Tackling the burden is possible. If you have a long-term mindset, paired with a strong operational amenity partner, you can ride the wave of prestige and at the same time, continue to maintain and improve.

Marketing vs Operations: Building a Successful Property in the Age of the Customer

In the past, while customers controlled the buying decision, sellers controlled not only the products/services being offered, but information about those products and services.

Today, thanks to technology and the Internet, sellers no longer control information about their products and services. At the tap of a button, users can share reviews and information about their experiences with the rest of the world.

For property developers, this means that simply winning awards and receiving traditional media attention for your property is not enough.

To win the hearts and business of customers in an era where the rules have changed, property developers must go beyond typical measures of prestige (such as awards and fancy amenities) when it comes to marketing their property. They must now focus instead on ways to enhance the service experience for every customer.

The Conflict Between Marketing and Operations

Of course, enhancing the customer experience is easier said than done, because it involves a conflict between marketing and operations. Marketing focuses on top-line revenue and, accordingly, seeks invention and creativity in order to win new business, while operations is concerned with cost, efficiency, and execution. This being the case, conflict is inevitable.

Wearing the marketing hat, one is focused on reaching as many new and potential customers/buyers/renters as possible, possibly at the expense of keeping up the standard of operations. Wearing the operational hat, one might be tempted to keep costs low and not invest in the additional enhancements needed to raise staff capacity and service levels.

These two hats are often seen at odds with each other – however, I’d like to suggest that they are not at odds, but rather, complementary.

Excellent operations leads to enhanced reputation in the long-run.

A good marketer will not neglect the importance of operations, while a good operations manager will understand how operations drives revenue.

Investing in Customer Happiness

A clear sign that marketing and operations is being done right is simply happy customers.

Happy customers are the result of a great reputation (the promise) + a great experience (the promise fulfilled).

Marketing drives the promise, and operations fulfills the promise. Working hand in hand, both marketing and operational functions should be making investments in:

• Training and equipping personnel: As your occupancy rates grow, and as the value of the property increases, the investment into staff should grow accordingly. Staff should be trained to deliver an even higher level of service, and there should be an increased sense of wage equity for top-performing staff.

• Research and development: Top businesses are never satisfied with achieving a level of success – for every achievement, they strive to top it, and add more value to their stakeholders and the lives of the people they touch. Likewise, instead of just striving to be the best in the industry, look at how to innovate even further through research and development. This will ensure you become not only a market contender, but a leader for years to come.

• Constant improvement of service levels: Success is easier to attain than it is to maintain. A player with an established reputation in the market will be put under more scrutiny and shown less mercy when a mistake is made. Therefore, the goal should be to never be satisfied with service levels, constantly striving to maintain, improve, and surpass them.

When the gap between marketing and operations in bridged, property developers will be able to deliver the level of service that gets people leaving glowing reviews on online platforms.

This continues in a positive cycle, because loyal customers will lead to a better bottom line and increased staff morale. That in turn will ensure operations keeps running like a well-oiled machine. And that consistency and excellence is what will keep people coming back.

It’s In the Details: What Your Bathrooms Say about Your Business

A long time ago, I learned that the details are what matter. My first job was at the Peninsula Hotel in New York City – yes, the same Peninsula where the forks and knives are placed on the table with measured perfection (literally with a ruler at their Hong Kong property). This level of attention to detail may seem absurd to some, but there were very important messages being communicated through every single breakfast served at those tables with measured perfection.

To the guests, the message was: “We will go out of our way and strive towards a self-defined perfection, ultimately to ensure you feel a certain way”. To the service staff, the message was: “There is no margin for error in striving for perfection”. This perspective lent importance to what we did, and made the smallest of tasks feel very important. Even a simple daily routine, serving breakfast, carried special meaning because of the discipline and excellence involved in it.

From setting tables to preparing the food to making sure each guest’s needs were attended to, every task held vision and meaning – to maintain the property’s prestigious reputation and five-star rating. A soft boiled egg had to be precisely soft boiled to exactly the right texture and temperature, with zero margin for error.

These lessons were certainly formative in the launching of our start-up amenity consultancy, URBN Playground.

In this post, I’ve taken a few examples from the restaurant scene here in New York City to illustrate how the seemingly little details can go a long way in creating that top-notch experience for customers and guests. While not all of them may reach the level of measured perfection I mentioned earlier, all these little details do generate feelings and contribute to the experience.

These establishments are winning the hearts and dollars of their customers because of their thoughtful approach to not only their food but also their customer experience. Each of these places I’ve highlighted has a similar approach to how we at URBN Playground operate every day. In each place, I’ve zoomed into a few details which I felt made it memorable, aside from the food (which by default should be good, of course).

Here are my favorite highlights – I hope you enjoy them:

Reunion, Brooklyn: The fact that the owners get their hands busy in serving customers makes all the difference, something which is firmly rooted in URBN Playground’s hands-on approach to amenities management. Alongside our amazing team, you’ll often find Amy and I immersed in the service.  Another one of my favorite details that stuck out to me was the unique wallpaper they have in their bathroom’s walls, designed by Flavor Paper. The wallpaper features a quirky mix of prints featuring an eclectic mix of classic characters one would spot on the streets of Brooklyn, from Hasidic men to Notorious B.I.G. It’s not the kind of thing you’d expect to see in secondary areas of a bright and airy café, but it works and definitely leaves an impression.

Sweet Leaf, Jackson Avenue: The building that houses this café was built in the 19th century and is furnished with antiques imported from Paris, along with a host of other memorable details. These include a good hundred or two vinyl records, and a turntable to play them on. The bathrooms at Sweet Leaf are wallpapered with old pages from Star and Enquirer magazines, and decorated with pictures of Glam Rockers from the 80s. This was just not expected and it was memorable.

Babu Ji, Lower East Side Manhattan: There isn’t a better Indian restaurant right now in NYC. Reserve the Chef’s table and enjoy the ride! There are three details I’d like to point out that make this place home: the first, the classic Indian movies playing on the walls of the restaurant. Secondly, the self-service beverage fridge. Lastly (you guessed it), the décor and details that adorn the bathrooms – the walls are painted with a very special message to patrons, but they are in Hindi. It basically says “You son of a donkey, please don’t make a mess”. It’s a literal translation, but you get the drift. They send the clear message that not only money but also a lot of thought went into designing and building them.

Why details matter

Places like these are constantly busy and people keep coming back because of the attention paid to the smallest of details – like the wallpaper in the bathrooms. In the context of residential properties, it’s the details that determine whether tenants renew their lease or whether the value of a property goes up. Especially so when greater and greater incentives are needed to keep tenants or find new ones year over year.

Being able to pay attention to the right details is essentially knowing what motivates your customers. At URBN Playground we believe in and have a passion for connecting people to other people. Our philosophy when it comes to amenities is built around creating connection and community – within cities, neighborhoods, and buildings. We design experiences, lifestyles, and memories that create a deeper sense of community and well-being for every person we touch.

When the details are neglected

Details missed are really opportunities lost. Residential and hotel properties that aren’t thoughtful about the details experienced by their guests should be prepared to be compared with competitors solely on factors such as price and location. Neglecting details dilutes a brand’s value and causes customers to question its vision, mission and core values. This hurts utilization rates, ancillary sales, and future growth for the business, ultimately affecting not only the brand value but the company’s bottom line as well.

Changing the way we look at details at URBN Playground

Dissecting nuanced details to the umpteenth degree in the pre-development process is paramount. As an example, let’s look at a sliver of URBN Playgrounds operations – our uniform procurement and the decision making process.

As a general rule of thumb, staff at every spa, fitness center of amenity facility use polo shirts with an embroidered name of the brand or service provider on the left side of the shirt. At URBN Playground, we’ve changed our thinking and the conversation around uniforms. Our Group Fitness Uniforms are made by luxury fitness wear brand BADIER, who describe themselves as the “First Curated Luxury Fitness, Fashion & Music Boutique.” With BADIER outfits as uniforms, our URBN Playground staff are not only proud and excited to put on their uniforms, but they are also great conversation starters with our customers as well, and ultimately contribute to the overall customer experience.

There is nothing standard or generic about URBN Playground’s approach to amenities, and that’s what makes us special.

Have you experienced any amazing details as a customer lately? Leave a comment, and share what you are passionate about!

Connecting People to Other People, Places, and Experiences

by Jeremy Brutus, Co-Founder, URBN Playground

For most of my life, I’ve been passionate about creating connections – be it connecting people to other people, to places, or to experiences.

This passion has served me well an amenity consultant for the past 15 years. I’ve worked on amenity and lifestyle projects in locations ranging from California to New York to Saudi Arabia, comprising luxury high-rise condominiums, apartments, gated communities, hotels, and corporate fitness centers.

Recently, I decided to take an exciting leap of faith and launch my own amenity consulting firm, Urbn Playground. During my career as an amenity consultant, I was often frustrated by the traditional and outdated approach taken towards amenities.

This led me to venture out on my own in an attempt to revitalize the amenity marketplace. I’m always inspired by stories about people like my dear friend Maria Chatman, who is bringing new life to a traditional industry.

I’ve known Maria for over ten years, and I’ve seen her passionately combine her personal interests as a nationally-ranked triathlete with her desire to make a difference by ending child obesity. In her own words, her current mission is “Helping kids help themselves to a healthier way of life”. She runs fitness programs for kids that are fun and don’t feel like “exercise”, changing kids’ perceptions towards living a healthy lifestyle.

Her story, and many others, prompted me to think about how I could impact my own industry in a positive way.

As someone who lives and breathes community, I believe that amenities should not just be standalone spaces or facilities. They should foster engagement and connection throughout the entire local community.

The Power of Connection

We live in a world that is highly connected on a virtual level, yet as humans, we still long for physical connection. We find ourselves drawn to cozy cafes, communal areas, and trendy bars for one simple reason: connection.

We long for connection, whether to other people or even to the world around us. Seeing and hearing alone is not enough. For powerful, memorable experiences to be created, we need to taste, touch, feel, and smell.

Over the course of my career, I realized that being an amenity consultant is not just about cost savings, SOPs, or hiring and managing staff - although we do all those things. It’s also about doing what brings me the most joy: creating connection.

In the line of work I do, I get to create connections, day in and day out:

• Connecting people to people: I connect developers and building managers with vendors. I negotiate best prices between them and forge lasting partnerships. I also connect residents or hotel guests to each other, through community-oriented lifestyle programs.

• Connecting people to experiences: I connect people to memorable experiences, from wine tasting sessions, to yoga classes, to beer festivals, and to a whole host of other unique experiences.

• Connecting people to places: Perhaps most satisfying of all, I connect people to their cities and neighborhoods in a whole new way. Whether it’s helping them discover an art gallery down the road, an artisanal coffee joint across the street, or a co-working space two blocks away, I help them find hubs, enclaves, and oases to meet their varied needs, creating micro-communities within bustling cities.

Connecting People to People

One of my favorite examples of this was an NYC property project that I worked on. Designed for young, single millennials, the building was mostly made up of studio and one-bedroom units. Over time, the residents grew up, and started having babies.

From a few families with young children, the number grew to over 10 families. From being a tight-knit, young and trendy community, the residents became disparate groups with different identities from when they first moved in.

In casual conversations with the Lifestyle Director, these young parents said that they were starting to feel out of place. In response, the amenity management team decided to start a small play group in the building.

The first play group consisted of just three woman, who began bringing their kids to a makeshift play area. Since then, the group evolved into a tight-knit community of families with children. At last year’s holiday party, almost 20 children joined the fun, and this disparate group of people felt like a community once again.

Connecting People to Experiences

Life is a collection of experiences and memories, some negative and some positive. I am blessed to be able to play a part in creating positive experiences for people every single day. I often tell people that I’m in the business of fun!

It is incredibly fun to create experiences for people that enrich their living experience. I enjoy helping building and hotel managers create unique experiences that distinguish them from the competition.

As an example, one of the projects I've worked on was a multi-sensory wine-tasting experience with the Moore Brothers. We held video conferences with winegrowers in Italy, France and Germany for people to see and hear the people who grow the grapes. We provided soil samples for participants to touch and feel. And of course, everyone got to taste and enjoy the wine at the end! These types of experiences are priceless for everyone that it involves. 

Connecting People to Places

The places in which we live, work, and play – the buildings, houses, towns, and cities – add a richness to daily life. Yet in our daily commutes between home and work, we miss out on experiencing our local surroundings to the fullest.

When was the last time you’ve been to a local gig or visited a nearby museum? There are countless things to see and do in and around our cities and neighborhoods. But finding out what to do, when and where, can be daunting with our busy lifestyles. Just try Googling "things to do this weekend". You’ll likely be overwhelmed by the amount of information to sift through.

Through concierge services, we are able to connect people to their city from the comfort of their homes or hotel rooms. We curate and share experiences for residents and guests to enjoy in their local towns, cities, and states.

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In all, it has been an exhilarating ride leading up to where I am today. In preparing to launch out on my own, I’ve received overwhelming support and felt so much joy along the way.

This blog marks the beginning of an exciting new journey – one that I hope to share with you. If you are looking to take your next development project to another level or to inspire your existing residents, I'd love to help. Drop me a note at jeremy@urbnplayground.com and I'll be in touch!

4 Big Ways Millennials Are Shaking Up the Housing Market

The trillion-dollar real estate market in the United States is quickly evolving. A big part of the shift away from home ownership and towards renting can be attributed to characteristic differences in the Millennial generation, who tend to not only have different attitudes and preferences towards housing and home ownership, but who are also growing up and “adulting” in an economy and environment that looks very different from the one their parents grew up in.

This has given rise to co-living as an alternative. An increasing number of younger renters are willing to live in smaller spaces and pay a higher price per square feet, in exchange for access to more value-added services, from housekeeping and concierge services to swanky amenities.

This article looks at four Millennial-driven trends and how they are transforming the housing market: a growing gig lifestyle, a growing desire for location independence, shifting social norms, and undesirable housing inventory.

#1 - They're facing rising costs of living and are turning to a gig lifestyle to cope

Today, the 9 to 5 schedule is practically extinct, with technology and the internet allowing people to work across around the clock across geographical locations in a seamless, connected way, blurring the lines that clearly separated working hours and non-working hours.

Technology has also changed where people work – instead of being stuck at a cubicle, working out of coffee shops, in hotel lounges, or on a park bench is no longer a novelty but the norm. Due to rising costs of living, one job is not enough for many people to make ends meet. Many are choosing to pursue “side hustles”, such as freelancing on the side or driving for Uber, or to be “full-time gig workers” working at more than one job simultaneously. Freelancers are predicted to become the U.S. workforce majority within a decade, with nearly 50% of millennial workers already freelancing, a 2017 annual freelancing study found.[1]

#2 - They have a growing desire for location independence

While some may be working side gigs out of necessity rather than choice, the younger generation also tends to be more embracing of a nomadic, location-independent lifestyle. According to a study by the Boston Consulting Group[2], Millennials report a greater desire to visit every continent than preceding generations, and have greater interest in cultural experiences and international travel – with the effects being significantly delayed home ownership. Compared to home ownership levels of above 50% when the preceding generations were 25 – 34 year olds, only 39% of the 25 – 34 year olds of today own a home – a figure which is predicted to continue declining further.

#3 - They're shifting social norms - from living with spouses to living with roommates

Millennials are marrying later and remaining single for far longer than previous generations. In 1975, a 57% majority of young adults aged 18-34 lived with a spouse. In 2016, only 27% of young adults lived with a spouse, while the proportion living with their parents or other roommates increased[3]. A variety of factors may contribute to this trend – economic pressures of student debt, fears of financial instability with recent recessions still fresh in their minds, or Millennials’ desire to “find themselves” or establish their careers before settling down.

With an ever-increasing number of people flocking to tech hubs and big cities in search of jobs and better opportunities, choosing to delay marriage, this has created a new social challenge. Newcomers to a neighborhood face the challenge of meeting new people and finding a community amid busy work days. To address this need, more and more companies are establishing co-living residences in major cities, betting their money that this shared human desire for connection and community will pay off in the long run. 

#4 - They're facing an undesirable real estate market and renting for longer

The real estate market in the United States today is facing historically low levels of housing inventory in the middle and entry-level tier of the market. With rising prices, potential mid-level home buyers are unable to afford a housing upgrade, and are deciding to stay in what was intended to be their starter homes. Because many owners of starter homes are deciding not to leave and sell their properties, there is now a shortage in the market for new or younger buyers who are looking for starter homes but have nothing they can afford. This causes them to delay home ownership altogether and continue renting for longer.

In conclusion…

All of these reasons combined have led to a growing demand for the alternative residential options that co-living provides. As with any major change, there will emerge winners and losers.

However, the rise of co-living and its long-term impact is still an unfolding story, shaped by multiple forces in the market. What will remain constant, regardless of fluctuating rent and prices, is that the ability to understand customers’ needs and to provide the ultimate amenity – service – will always be of relevance to companies wanting to earn their slice of the lucrative real-estate pie.

Sources:

1. Upwork and Freelancers Union, Freelancing in America. 2017.

2. BCG Perspectives. Traveling With Millennials, March 2013.

3. Stateline, Huffington Post. For Many Millennials, Marriage Can Wait. (Dec 21, 2016). https://www.huffingtonpost.com/entry/for-many-millennials-marriage-can-wait_us_58594a53e4b0630a254235b6

How the Gig Economy is Affecting Real Estate

In a few short years, “co-living” and “co-working” have gone from a niche alternative to something that every major player in real estate wants a slice of.

One important phenomena driving this shift is changes in the way people work today. People now work 24-7 from anywhere in the world and have lower levels of job security as compared to previous generations. This has given rise to the emergence of the "gig economy" - a key driver behind the growth of short term rentals.

The Extinction of the 9-to-5 Workday

For much of the last few decades, the majority of the population held jobs that started at 9am and ended at 5pm.

Today, that 9-to-5 schedule is extinct. Technology now allows people to work across time and space, blurring the lines that separated working and non-working hours.

Technology has also changed where people work. Instead of being stuck at a cubicle, working out of coffee shops, in hotel lounges, or on a park bench is no longer a novelty but the norm.

Even for companies who operate based on 9-to-5 office hours, employers find that allowing remote work has benefits. Not only can it increase productivity and save cost, but can also be beneficial in closing the gender gap by allowing young mothers to work from home.

There are several types of workers whose work hours fall outside the 9-to-5 schedule:

• Those who hold part time jobs along with full-time jobs or while studying,

• Those who work remotely (whether in a full-time or part-time capacity) for an employer, and

• Those who are self-employed.

Gallup's 2017 State of the American Workplace report showed that as many as 43% of American employees were working remotely and for longer periods.

A Growing Freelance Economy

Today, the “side hustle” or “side gig” has become the norm as a way to make ends meet.

This is partly due to financial pressures from the rising cost of living (with rents increasing 2x as fast as wages, according to a report by StreetEasy examining data between 2010 – 2017). But it is also accelerated by online work platforms including as Uber, Airbnb, Etsy, and Fiverr that allow individuals to earn an income outside of traditional employment.

Whether by deliberate lifestyle design or prompted by financial pressures, millions of workers across the United States have started earning their living through the "gig economy". Many workers often hold multiple gigs at the same time.

A 2017 annual freelancing study predicts that freelancers will become the U.S. workforce majority within a decade. Currently, already ~50% of millennial workers are already freelancing,

The Evolution of Real Estate

All these reasons combined have led to several rising trends that hold important implications for real estate. Some of these trends include:

1. Growth of short-term corporate rentals

Hiring experts or specialists across regions allow a company to scale up and down its operations at will. This translates to cost savings and increased ability to grow. To meet the needs of these companies, corporate rental companies have grown in scale. These companies ensure an apartment is "move in ready" for traveling business people.

2. Growth of short-term residential rentals and co-living

There is a growing number of self-employed freelancers who move from place to place working on temporary projects. Such "digital nomads" create demand for short term rentals and co-living spaces that provide access to amenities they would not be able to afford otherwise.

3. Increased market prices crowding out every day renters

Short-term rental options provide flexibility for renters, but lead to increased prices per night. These steeper prices are a tradeoff for the flexibility and (almost hotel-like) services provided. Regular renters who can only afford monthly rents are being squeezed out of units that co-living and corporate rental companies are snapping up.

4. Lack of long-term contracts leads to low reserves and potential crisis if economy dips

Many co-living and co-working companies sign short term contracts (for as little as weeks at a time) with the individuals and companies renting from them. This creates a ticking time bomb for the whole industry. Any dip in the economy could mean these contracts will not get renewed and units will stay vacant as renters cut costs. It also raises the question of sustainability (in the event of a crisis) for companies with low reserves due to their short-term contracts.

While there is a lot of potential for co-living and co-working to meet gaps in the market, there are also risks and concerns to consider.

For instance, authorities in Boston are looking at how to regulate the industry. Corporate and co-living spaces offer similar high-end services and finishes as hotels yet are not taxed like hotels, and hence are able to offer more competitive prices.

Meanwhile, the founder of one of the most successful co-living start-ups, Common, has shifted away from its core model to more traditional rentals. This move acts as a hedge against its co-living properties in case the market goes down.

Given the impact of changes in the economy and speculation surrounding increased regulation, it would be wise to treat the current hype around co-living and short-term rentals with caution, and to understand the implications and long-term impacts of investing into this space.

Procedures Versus Empowerment: Which Comes First?

In the service line, it is important for a company to uphold its brand and service level standards. At the same time, it is equally important to provide front line employees with the flexibility and freedom to be empowered to create positive experiences for customers.

In a study published in Harvard Business Review, it was found that customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. At the same time, it’s not just about creating that “wow” experience, but providing reliability and consistency, and being apologetic and quick to correct mistakes when they are made.

According to research published in Forbes, the reward pathways in our brains “over-react disproportionately to losses in comparison to gains. This is why we humans are so loss averse and why understanding how your customers have been let down in the past is so important.” Therefore, “a strategy of minimising disappointments could offer a better return on our investment of time, money and resources.”

So what is the secret to empowering employees to create exceptional customer experiences or to minimize the effects of negative ones? Many employees want to be empowered, and many leaders say they seek to empower their employees. However, for many companies, “empowerment” is still a buzzword. Talking about empowerment at the top and “motivating” employees to “be empowered” isn’t enough.

As long as the policies and procedures in place are overly prescriptive and goals or KPIs set are unrealistic (e.g. closing a ticket in X seconds or zero service failures), employees will be incentivized to play it safe and within the boundaries of the rules, instead of going above and beyond for the customer.

At the same time, companies may in their zeal for empowerment go the opposite direction, and provide too few operating boundaries and guidelines for their staff. While this may give them the freedom to do all that is necessary to service the customer, it also creates a lot of uncertainty and leaves a lot of room for interpretation.

Companies that have become legendary for empowering their teams to provide top levels of service, such as the Ritz-Carlton, have managed to successfully strike that delicate balance between procedures versus empowerment. Instead of asking themselves whether to focus on operationalizing service or empowering their staff, they focus on the customer, understanding that it takes both clear operating procedures, as well as empowered staff, to deliver not only good, but outstanding service.

At the Ritz-Carlton, every single employee is famously allowed to spend up to $2,000 a day per guest to delight them or fix a problem, a drastic act of trust and empowerment by the company. Conversely, their Gold Standards are extremely well defined. For instance, their “Three Steps Of Service” clearly defines what service means at the Ritz-Carlton:

1. A warm and sincere greeting.

2. Use the guest's name. Anticipation and fulfillment of each guest's needs.

3. Fond farewell. Give a warm good-bye and use the guest's name.

What the Ritz-Carlton has mastered is separating what can be operationalized (such as greetings and farewells) and what can’t be (going out of the way to accommodate a customer request or fix a problem), and training for the former, while hiring and empowering for the latter.

While operational procedures can be trained for through repetition and reinforcement, an attitude of going the extra mile cannot be trained. This is why getting hired at the Ritz-Carlton is so extremely difficult. Based on the number of applicants and number that actually pass the rigorous screening process and get hired, getting a job at the Ritz-Carlton is touted to be around as hard as getting into Harvard.

This emphasis on service formed the core of the Ritz-Carlton’s business model, and was one of the key strategic elements that Steve Jobs “stole” from the Ritz-Carlton, after enrolling all its new store managers into the Ritz-Carlton’s training and leadership program.

At URBN Playground, we deal with a wide range of frontline staff, from concierge and front desk staff, to lifeguards, fitness trainers, porters, lifestyle directors, and more. We invested three months this past summer into developing a 170-page operations manual with clear guidelines for each role, with detailed guidelines and checklists of things to do before the shift, during the shift, and after the shift. In short, we operationalized as much of what we do as possible, to clearly define for ourselves and our teams what an acceptable level of service means at URBN Playground.

At the same time, we know that there are many things that cannot be trained or taught. Where the do’s and don’ts are fuzzier, such as dealing with customer complaints or out of scope requests, we have turned to our best teacher - past experience - and developed case studies based on real life as part of our operating manual.

For example, instead of giving our staff blanket rules such as “Never entertain out of scope requests”, we provide examples of when it may be inappropriate to do so and when it is okay to do so:

Ask yourself, does this request violate safety policies or will it potentially affect operations?

• Example 1: A bather asks a lifeguard to watch her kids in the pool while she leaves the pool area. The pool rules clearly state that children cannot be left unsupervised by an accompanying adult, and hence this is a request that cannot be entertained.

• Example 2: A resident asks to turn up the temperature in the gym, which is centrally controlled. You should not do this as it will affect temperatures in other amenity locations as well.

If the answer is no to the above, you may entertain the request:

• Example 3: A resident asks a concierge to hold her bike temporarily in the package room. If there is enough space to hold the bike, and entertaining her request does not impact your job, you can entertain the request and potentially make the customer’s day.

With these measures in place, we know that it still comes down to hiring the right people, people who can be trusted to have the customer’s best interests at heart, and to sense what is needed before it is even asked for. We have had the good fortune of hiring some amazing people into the team in our first year of business - we’ve had people who would run out to buy an important piece of replacement equipment at a moment’s notice, out of their own pocket, and people who have gone above and beyond to make a customer’s day.

It is an iterative process, and we are constantly evolving. As we learn new things and develop new best practices from working with top class people, we incorporate this into our operations playbook. At the same time, having a set of operationalized service norms and examples of case studies inspires new staff we hire and serves as a baseline from which to continue improving.