How RangeWater Aligns Operations and Feedback

S1E7 features Dana Hill, Senior Director of Engagement at RangeWater

In this episode of Feedback Fatigue, we cover:

Importance of Feedback: Hill emphasized feedback as essential for performance, connection, and trust. She noted that Gen Z values transparency over perfection, with trustworthiness linked to an average rating rather than a perfect score.

Operational Structure: Her day-to-day involves assessing resident concerns and online reputation data. RangeWater’s structured approach includes identifying properties needing improvement and celebrating top performers.

Alignment Across Departments: Being part of the operations team allows Hill to integrate feedback with operational metrics (e.g., occupancy, maintenance) across departments. RangeWater uses this data to make actionable improvements, enhancing resident experiences and property performance.

Training and Consistency: A BI tool and a reputation management toolkit provide transparent KPI tracking. Monthly trainings and accessible resources empower community teams to improve and align with company standards.

Incentivizing Performance: KPIs tied to bonuses motivate teams, making reputation management financially rewarding and ensuring company-wide alignment with Rangewater’s core values and performance goals.

Dana Hill on Linkedin: https://www.linkedin.com/in/danadhill/

RangeWater: https://liverangewater.com/

Apple Podcasts: https://podcasts.apple.com/us/podcast/feedback-fatigue/id1770584511

Spotify: https://open.spotify.com/show/5E1KUHoxNjTDCIVBtnwwUw

Website: https://www.widewail.com/feedback-fatigue

Revyse: https://community.revyse.com/c/multifamily-podcast-directory/feedback-fatigue

About Feedback Fatigue:

We're getting all this amazing resident feedback. What do we do with it? Learn the playbooks multifamily operators and industry experts are using to find success today. Hosted by Widewail’s Katie Ritter, National Accounts, Multifamily and Jake Hughes, Director of Marketing.

Learn more about Widewail: https://www.widewail.com/property-manager-reputation-management

Season 1 lineup:

S1E1: October 1st

Faith Barker

Marketing Manager, Trilogy

S1E2: October 8th

Josh Becerra

CMO, Pink Taco

S1E3: October 15th

Bobbi Steward

CEO, Revyse

S1E4: October 22nd

Rebecca Smith and Ashley Stran

Marketing & Business Development Director, Social Media Coordinator, WPM Real Estate Management

S1E5: October 29th

Janet Rosseth

Founder & CMO, Cadence Marketing Solutions

S1E6: November 5th

Kevin Wilson

Director of Marketing, Strategy & Planning, Southern Land Company

S1E7: November 12th

Dana Hill

Director of Customer Experience, RangeWater Real Estate

S1E8: November 19th

Michael DiMella

Managing Partner, CHARLESGATE