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© 2023 FirstService Residential | All rights reserved | Terms of Use & Privacy
Our Culture & Branding
Our culture and values are the foundation of our organization. We stand beside our mission, values and global service standards and attract talent that aligns with these beliefs.
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Life, simplified.
Life, simplified.
Our Mission
Deliver exceptional service and solutions that enhance the value of every property and the life of every resident.
Our Commitment to
Board Members
Elevate resident lifestyle
Optimize the financial health of the association
Mitigate risk and protect the community
Our Core Values
Our core values guide us through everything we do and every interaction we have with each other and our customers
Do What’s Right
Our customer trust us to do what’s best for their community. We are guided by our ethics and customers’ interests in everything we do.
Own It
Each of us is accountable. We deliver what we promise with perseverance, integrity, and open communication.
Improve It
We are open-minded, collaborative, and relentless in our effort to enhance and simplify life for our associates and customers.
Aim High
We are passionate about being the best at what we do. By attracting and developing great people, we define service in our industry.
Build Great Relationships
Relationships based on respect, trust, and effective communication are the cornerstone of our success.
Be Genuinely Helpful
Serving is in our DNA. Whether it’s opening a
door with a friendly smile or tackling a problem, being genuinely helpful is what defines us.
Global Service Standards
Global Service Standards
1. We know our Mission, Core Values, and Global Service Standard and delight our customers by living them every day.
14. We are always fiscally responsible and bring value to our communities and to our business.
2. We fulfill our Mission through our diverse and empowered associates who collaborate to proactively improve our service.
3. Every interaction matters. We engage with friendly greeting and a sincere offer to assist. Our communications are accurate, clear and reflect a respectful, warm, and professional tone.
4. We listen with genuine curiosity and empathy. We seek clear understanding and ensure we have met expectations.
5. We respond to all communication with a sense of immediacy. When a resolution cannot be provided promptly, we provide a clear set of expectations and a timeline.
6. We always practice the 15-10-5 rule. At 15 feet away make eye contact; at 10 feet smile, stand if you are able, acknowledge; at 5 feet offer a welcoming greeting.
7. When providing assistance, we show others the way rather than pointing in a general direction.
8. We maintain awareness, attention to detail, and readiness to effectively perform our duties.
9. We show respect and appreciation for others and foster a constructive work environment and trustworthy reputation by always speaking positively about our residents, colleagues, and our organization.
10. Safety and security are everyone’s responsibility. We follow safety policies and procedures, and we know our individual and collective roles in emergency situations.
11. Display our brand with pride. Our personal image, attire, and workspace reflect our brand. We want residents to recognize
our company, and proudly and consistently exhibit our brand.
12. We seek, embrace, and provide honest and timely feedback to improve our service and ourselves.
13. We protect the privacy of our clients, residents, and associates, as well as our company’s assets and confidential information.
14. We are always fiscally responsible and bring value to our communities and to our business.
BE the difference” conveys our positive culture, as well as our brand alignment, by defining the winning mindset every associate embodies so we truly live our brand essence, “Making a difference. Every day.”
“BE” is a critical part of that mindset and is, therefore, emphasized in our logo through the use of all caps. It is a strong, present-tense action verb that expresses our deep belief that making a difference isn’t just what we do; it’s who we are.
It reminds us in every moment that our moods, our thoughts and our behaviors determine how we interact with others, approach our personal and professional lives and reach our goals, while we demonstrate the positive culture of FirstService Residential.
Culture Champions
We have established our own Culture Champion Network as a support mechanism to reinforce the concepts, the ideals and behaviors we value in each other. Culture Champions are intended to actively support our culture within their local office, in virtual meetings and in daily interactions with peers and other teams.
This is a very important opportunity to put your own experiences and passions to work by keeping our culture alive and well through daily interactions with others. Champion Network calls were established to assist in the reinforcement of the concepts along with local leadership and applying the principles used in the unfreezing and in-use sessions through awareness, practice and feedback.
Our champions actively partner with local leadership to ensure the constant drum beat of support for how we operate as a high performing team by paying attention to our approach, to our own thinking and each other. Associates who are interested in learning more about being a Culture Champion or who needs access to our Senn Delaney Culture Toolkit can contact Madeleine Goldstein, our BE the difference coordinator.
Already have a Culture Connect account?
Brand Guidelines
We recognize the importance of having a strong, identifiable brand that expresses our personality and values, sets us apart from our competitors and inspires our associates and clients to advocate for us. Our success in accomplishing this depends on a companywide commitment to understanding our brand and to following the company’s brand guidelines.
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