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Thank you for participating in the Beyond Expectations program!

When customer satisfaction is in your DNA, you need more than just a great attitude — you
need the tools, resources, and education to deliver above and beyond, each and every day.

Beyond Expectations is a powerful customer experience strategy that not only helps us
anticipate needs and delight our customers, but also helps us collect feedback so we can
measure, track, and improve our performance.

This detailed guide offers a look at our Beyond Expectations strategy and how to implement
it, and provides inspiration for enhancing the customer experience across every interaction.

Through Beyond Expectations, we’ve seen improvements in survey response rates, lease
renewals, online reviews, and social media engagement — all thanks to our team members!
We hope you take advantage of this incredible program and continue to raise the bar.

Let’s go Beyond Expectations together,

Andrew Livingstone
Executive Managing Director,
US Property Management 2