At HHHunt, we believe it’s how you live that matters and our team is consistently pursuing opportunities to fulfill its Vision to “improve the world and how people live by creating meaningful experiences and places of great distinction.” Last week, we sat down with Lance Goss, Vice President of HHHunt Apartment Living. Based in the Raleigh, North Carolina area, Lance manages the financial and physical operations as well as the sales, marketing and leasing operations for over 8,000 apartment homes in Maryland, Virginia, North Carolina and South Carolina.
Here is what Lance had to say about his role and team:
Tell us a little bit about yourself!
I am originally from the Triangle and grew up in Durham, NC. I earned my bachelor’s in arts degree from Barton College in 1998 and began my professional career in higher education directly after graduating. One of my best friends from college started his career in Property Management and constantly talked about how good he thought I would be in this industry. After several years of talking about it, I decided to make a change and began my career in property management. That change was the best thing that could have happened to me. I found my true passion in this industry and knew it was the right place for me put down roots. I am celebrating my 18-year anniversary with HHHunt in September. Over the years, I have seen this company grow, evolve and manifest into what we are today. I had the pleasure of working on the Balanced Scorecard and Brand Promises and Values committee. Working on these core principles for HHHunt was truly enlightening. I worked with people from all business units, and it was interesting to see how a common message about who we are as a company and what we strive to be was consistent across all areas.
What sets HHHunt Apartment Living apart from other apartment home companies?
HHHunt Apartment Living is successful because of our people. Consistently, we focus on how to make things better and easier for our team members to do their job. This goes back to HHHunt being employee centered. We are only as good as the people on our front line, so we focus on how to make them the best they can be. We trust them to be genuine and open – to do what they say and say what they mean. I want to also thank the fantastic leadership that came before me. Janet Riddlebarger was an Icon in our industry and really helped set the foundation for us to build on. Her guidance and focus were beneficial to me for my growth over the years. I attended several National Apartment Association seminars and consistently found that we are forward thinking in our operations. We constantly generate new ideas and embrace change. Our team members are highly competent and strive for excellence and really push their teams to do their personal best. I believe this separates us from other companies.
What are some of the things that HHHunt Apartment Living is working on to enhance the resident experience?
Our drive to be customer focused and a provider of quality products and services really speaks to the HHHunt customer experience. Over the last few years, we have focused on making things easier for our residents and staff. Transparency and ease are the foundation of this initiative. We want our residents to reach us on any platform to let us know how we’re doing. We measure this interaction a lot. We partnered with J Turner Research to survey all prospects, all residents and all completed service requests to measure how we did in taking care of them. We created a streamlined leasing process and updated our websites with virtual tours. We are finishing up the Smart Home integration across our portfolio. This allows residents to control their door locks and thermostat remotely via their cell phone. The introduction of the hub also creates a smart home schedule for smart lights and other smart items. This was one of the biggest and hottest items residents wanted, and we are now integrated.
At HHHunt, we believe it’s how you live that matters. What does that mean to you?
I am constantly looking to see where we should go next. We are always looking at what we can do to enhance and improve our apartment homes to meet our residents’ needs today and in the future. I think that drives me, because I know it’s how you live that matters. When we as a company focus on our Brand Promises and Values, live our Mission and our Vision, we will be a success.