HABITAT

THE CHURCHILL

The Churchill, a cond-op in the Murray Hill section of Manhattan, is widely considered one of New York City's finest buildings. Yet, until recently, the 30 staff members who open the doors, greet residents, help with packages and fix the leaks were lacking the polish of the building's exquisite lobby. "We have an excellent staff, but they needed to hear and see the basics," says Ronald Kaslow, president of the board. "We saw that even some of our better people [could use some advice]." 

The board then did something novel in the world of residential real estate: It sent them to "school" for "customer care."

Along with such other increasingly standard amenities as gyms, parking garages and rooftop terraces, many cooperatives and condominiums are striving for staff service on the polished level found in hotels. And to do so, many condo and co-op boards are turning to training, using classes and consultants to teach doormen, concierges and others the finer points of resident service — essentially good customer care. But where do you find them, and how well do they work?

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Learn all the basics of NYC co-op and condo management, with straight talk from heavy hitters in the field of co-op or condo apartments

Professionals in some of the key fields of co-op and condo board governance and building management answer common questions in their areas of expertise

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