#22 - Putting People at the Center of Operations with Jared Miller, RedPeak COO
A conversation with jared miller: REDPeak COO
core Values:
Do good. Serve others.
Embrace and activate change.
Be transparent. Transparency breeds trust and is the foundation of great teamwork.
As this COVID-19 situation unfolded we were all glued to social media watching how individuals and companies were impacted and how they would respond. From an outsider’s perspective, I watched as RedPeak jumped into action very early on.
The way they lead and communicate with residents and team members is so impressive, I wanted to visit with COO, Jared Miller, to learn more about what was happening behind-the-scenes to foster such a united front. I think you’ll benefit greatly from his insights as I know I did.
Q: What were some of the conversations that your leadership team was having behind the scenes that allowed you to make necessary changes so quickly?
A: I think for us, the conversations started early. In February we met with some related companies overseas just as COVID-19 was kind of surfacing. Related companies in Asia had been dealing with it for a while and we knew that it was necessary to have the “what if” conversations. What could the potential impacts be for our 5000 residents and our employees?
Starting with light and a few hypothetical conversations very early on, making sure that we were NOT unprepared.
Q: What initiatives came out of those conversations?
A: First off, we made sure to make our employees aware and wanting to be proactive. We sent out our first communications weeks before we took major steps just so that we could alleviate our employee’s fears and concerns. We wanted them to know that we are aware of what’s going on, what could happen, and let them know that we are making decisions that are going to keep everyone safe.
As an organization, we were one of the first to close our doors and go virtual. So much so, that we participate in the Apartment Association of Metro Denver Task Force specifically for COVID-19. We help to guide the thought process and share what we’ve been doing as an organization to stay ahead of everything.
q: Where do you see the missed opportunities in our industry?
A: Some companies were very slow to react and didn’t take the situation as seriously as they should have. Also, I’ve seen a lot of misinformation spread, particularly on multifamily social media groups - information is being spread that hasn’t been vetted first. We picked two sources, the CDC and WHO, for guidance first.. and then focus on what local and state leadership was saying because it’s such a specific impact to states and cities.
Q: How could someone really emerge as a leader at this time?
A: Be forthcoming and put your people first. So many organizations have been open to sharing what they are doing. These companies and organizations have been a bright spot in our industry. As we work on our reopening plan, I’ve reached out to my network to make sure we’ve thought of everything! This is such an unprecedented experience that it would be easy to overlook concerns or issues. When companies are forthcoming on their plans it helps everyone.
The National Apartment Association has also been a tremendous resource.
q: Some are struggling with balancing the tasks of necessary operations (things like collecting rents) and still leading with empathy and heart. What advice would you give to those individuals? Is it possible to do both?
A: We are in a fortunate position to provide homes to people that rely on us to provide a clean, safe and sanitary environment. It’s necessary to focus on that first and then realize that each person’s situation is different. We’ve had a lot of one-on-one conversations with our residents and communicated our plans and resources.
When we see someone not pay rent, we aren’t immediately sending an email or putting a notice on their door - we are picking up the phone and having a conversation to see how we can help them. Do right by your residents, and try to put your self in their shoes and operate the way you’d want us to.
With empathy and heart we go above and beyond to act out our culture. With residents that are confirmed positive - We’ve been offering to leave cleaning supplies and water outside their doors or handle their groceries to support them. We want to protect them and in turn, protect our entire community.
q: What are some practical ways operators can encourage their teams, show them that they really care, and keep them motivated to keep showing up as their best selves?
A: We’ve been operating at 50% in office and letting others work from home.
We’ve been extraordinarily flexible with our employees that have changed circumstances as they try to homeschool or serve as caretakers for their families. We have one employee that is the primary caretaker for his family and we’ve allowed him to fulfill his family duties and still pay him for the last month and a half.
We set up a policy: anyone that went out with symptoms, we gave them a total of 14 days paid leave that didn’t impact their PTO. Taking measures with flexibility has allowed our employees to do what they need to.
Get to Know RedPeak
q: I keep hearing “when things get back to normal.”
what are some of the things that we might not be in such a rush to get back to? Or some innovations that come out of this time that might stick around?
A: More virtual tours than we’ve seen before! When I visited a few offices, the first question is always “When are we gonna be able to tour people?” I know there’s a demand for that, but I still think that virtual and self-guided tours will become necessary and permanent. That’s something we are working on.
Resident events? Will residents want to participate?
The opportunities to socialize virtually have really become essential for everyone. I see that sticking around as a way for people to feel connected.
How do we handle fitness amenities? We know what the regulations say, but we want to be sure it provides enough protection for our residents.
q: Our core values are grow, serve and impact At Sprout Marketing. Focusing on growth, we often talk about how sometimes growth is thrust upon us.
I’m curious, what kind of growth have you experienced as a leader and as a company during these challenging times?
A: Speaking of the team, I’ve seen so many step up to the plate. I’ve seen their passion and energy level fully increase in these challenging times.
I’m so happy to see what our team is doing, seeing emerging leaders come to the table with questions and ideas.
I love watching people flourish. I’ve seen some new hires that came in just before this situation emerged, and it’s been great seeing these new team members find their niche and emerge as leaders.
q: A question I like to ask all of my guests...what’s one word you would like to be remembered by?
A: I know it’s a strange word, but I go back to flourish. I want to give people the opportunity to form their own direction, find what they are best at doing. I started as a leasing agent in college, and the leadership team I had gave me the space and opportunity to build my own path.
I want to give people the support, motivation, and most importantly the freedom to build their own path.
Links we mentioned on this episode: