How KEILTY works.

We've learned that acting with empathy is the key to building successful communities. Our team's #1 core value is caring. We can't teach it, you either care or you don't. If you do selflessly care about the well being and success of others, rewards will find you.

In practice: on a recent move-in day, our team kept a lockbox in place until every single resident had their keys in hand. It is the same instinct Teresa Gagnon brought to our first in-unit housekeeping service in 2007.

Opportunities are everywhere to be discovered. We find that people who are curious about their industry, about their work, about ideas, about people, about the world around them are stimulated within our firm. We challenge ourselves to learn constantly.

In practice: one of our accounting technicians recently paused on a routine invoice because the number looked off, and asked why. It was double what it should have been, and the owner never paid the difference.

People who seek out feedback and who are able to act on feedback are able to grow fast. Everyone is assigned a coach and receives a weekly 1:1 meeting to help improve their performance for the team. We are fast and frank in our feedback, so we can be quick to adapt.

In practice: every day ends with a team-wide scoreboard where wins are named and misses are coached in the open. Zero missed service targets across our four shared inboxes has become a normal day, not a special one.

We hire the most competent candidates and seek to grow their skills. We practice, practice and practice to make sure that when it comes time to perform, we reliably deliver results to each other, to our vendors, clients, and customers. Training and study are important, but competent people often find the best way to succeed is by showing up consistently, and putting in the hard work day after day. We believe that practice makes professionals.

In practice: when an owner raised a rent reconciliation question, the ledger was reconciled overnight and the answer, a confirmed $0 balance, was in their inbox the next morning.

Having the courage to be bad at something in the beginning is an incredible virtue. Everyone begins at zero, it takes bravery to strive to the top of mountains when you're standing at the base. It takes bravery to continue up when you've stumbled. We seek people who are willing to push themselves to go to new places, seek new capabilities for themselves and their teams.

In practice: KEILTY keeps walking into rooms where we start at zero, from our first 350-bed lease-up to our first institutional mandate to, most recently, our first express car wash. Be willing to start at the base of the mountain, then climb quickly.