Written by Ronda Kaysen on October 10, 2013
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."
Written by Ronda Kaysen on October 24, 2013
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?
Thinking of buying a co-op or condo? Already bought, and not sure how co-op/condo life and rules work? Learn all about purchasing a place and living in your new community. It's not like renting, and its not like owning a house. What's it like?