The Extra Mile - Stories of Extraordinary Service from IPM Employees

Let it Snow

The gate is always helpful when we want to know road conditions on and off the mountain. I called the morning we were planning to drive back to Texas to get an update since we had more snow the night before. I just happened to mention that we were hoping to be able to get out and drive back to Texas. We were pleasantly surprised when 5 minutes later someone showed up with a truck and began clearing up outside our condo. They said they were going to help get us out. They salted down and by the time we left it was perfect conditions for loading the car. We were so impressed by that kind of service.

Showers Before The Wedding

A sewage line broke at a waterfront community that affected a number of homes—including one where a wedding party was staying. A contractor got right in to work on the problem, and a shuttle was provided to and from shower facilities at the health club. As far as we know, everyone lived happily ever after.

Nothing to Fear but Fear Itself. And Bears

Bear’s were intruding into one neighborhood that had a number of homes under construction—endangering workers and residents. An IPM staffer took it upon himself to determine why the bears were coming and discovered food sources at the construction sites and in neighborhood garbage. The construction sites were cleaned up, bear-proof garbage cans put in place—thanks to a resolution proposed by a member of the IPM team.

Call To Say You’re Okay

A security guard working the front gate of one of our mountain communities recently won the adoration of a resident. She appreciated that whenever she would return alone in bad weather or late at night, he would ask her to call the guardhouse when she arrived at her home just to say she was all right.

Sure Beats a White Elephant

A community board president had Chinese dignitaries visiting him in his home, and he brought them to the association office.  IPM President Kit Garren personally bought them each a White Squirrel—a trademark of Transylvania County—and taught the staff how to greet the dignitaries by bowing, speaking in Chinese and offering them a rodent as a gift. According to all reports, the guests were delighted.

Beyond The Call Of Doodie

An owner called to say he was concerned he had left his home following the holidays but forgot to pick up after his dog. The community manager himself grabbed a bag from one of the community’s dog waste stations and the search was on.

Saving Money

An IPM community manager was to trim the association budget by $20,000 without reducing service to the membership – no small task. After reviewing seasonal staffing budgets, the manager identified an opportunity to have lake boat rental operations available to membership through on-site security staff and eliminating the need for separate seasonal staffing for boat rental. Security staff completed the necessary boat safety training and first aid classes and are now providing this additional service at a $20,000 annual reduction in operating costs to the association.