The Berger Way

The Berger Way describes the values, behaviors, practices, and principles that are the foundation for our unique culture. It explains how we relate to each other, to our residents, and even to our vendors. It’s who we are and it’s what makes us special.

1
We're
a family
2
We always
do the right thing
3
We're intensely customer‑focused
4
We take
ownership
5
We're
responsive
6
We honor
our commitments
7
We operate with
a sense of urgency to
get our things done
8
We have no
problems–only
opportunities
9
We practice
transparency
10
We are
performance driven
11
We promote
continuous improvement
in all we do
12
We promote
collaboration
and teamwork
13
We deliver high
quality as a matter of
personal pride
14
We celebrate
our successes
15
We encourage,
challenge, and
promote "why"?
16
We embrace
change
17
We listen
generously
18
We're authentic
and genuine
19
We presume goodwill
and good intent
20
We give back to our communities
21
We
have fun
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    1

    We’re a Family

    We care deeply about and support one another. This includes both our teammates as well as our residents. We look for, and act upon, opportunities to create personal connections-cards, notes, gifts, meals, a friendly smile, or a helping hand. We always use people’s names.

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    2

    We always do the right thing

    Integrity is not about convenience. It’s an unwavering commitment to do the right thing in every circumstance, every time. Trust takes years to build, but can be lost in an instant. We earn people’s trust by demonstrating integrity in every action we take and in every decision we make.

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    3

    We’re intensely customer-focused

    We understand that our residents pay our salaries. We exist to serve their needs. We constantly look for new and better ways to make our residents feel happy and cared for, and for them to get that “ahh…home” feeling each time they enter their apartment. When we put the needs of our residents first, the business takes care of itself.

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    4

    We take ownership

    We take personal responsibility when it comes to meeting the needs of our residents and our business. It’s never someone else’s job, or someone else’s fault. We don’t make excuses. If we see it, we own it, and we make sure it gets done.

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    5

    We’re responsive

    Our residents expect us to respond to their issues, questions, and concerns quickly. Whether it’s in person, on the phone, or by e-mail, we’re fanatics about response time. Getting back to the people promptly is one way we demonstrate our sensitivity to their issues and how much we care about them.

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    6

    We honor our commitments

    Our residents, our teammates, and even our vendors, count on us to do what we say we’re going to do, when we say we’re going to do it. We follow through on our promises and we consistently follow-up to ensure that everything is completed in accordance with the commitment we made.

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    7

    We operate with a sense of urgency to get our things done

    We evaluate our options thoroughly, but make decisions quickly. We push decision-making authority as close to the action as possible. We gather the relevant facts as swiftly as we can, and then act decisively.

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    8

    We have no problems – only opportunities

    What others call problems, we see as opportunities. Every so-called problem has within it the seeds of a valuable lesson. We take advantage of these lessons to become better, smarter, and more effective. In fact, the greater the challenge, the bigger the opportunity for growth.

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    9

    We practice transparency

    With appropriate respect for confidentiality, we share information freely. The more people know, the better we can work together to build effective solutions. We practice open and honest communication with our residents and our teammates. We stand behind everything that we say or do.

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    10

    We’re performance-driven

    We appreciate effort, but we reward and celebrate results. We embrace metrics as an essential tool to help us understand how well we’re meeting our customers’ needs, and more importantly, how we can improve our performance in meeting those needs.

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    11

    We promote continuous improvement in everything we do

    We constantly evaluate and re-evaluate every aspect of our operation to find ways to improve. We’re never satisfied with the status quo. We see learning as a life-long pursuit. We’re passionate about both personal and professional development.

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    12

    We promote collaboration and teamwork

    Effective teams are far greater than the sum of their parts. We capitalize on the energy, creativity, and passion that working together synergistically creates. We’re never afraid to ask for help. Working together creates a more enriching work environment and generates better results.

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    13

    We deliver high quality as a matter of personal pride

    We take pride in the quality of everything we touch and everything we do. From the way we fix a toilet to the way we dress, from the way we answer the phone to the way we maintain the grounds, from the way we shampoo a carpet to the way we write a letter, our work has our signature. We sign in bold ink!

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    14

    We celebrate our successes

    We believe that catching people doing things right is more effective than catching them doing things wrong. We build people up by giving meaningful acknowledgment and by celebrating both individual and team successes. We love to applaud a job “whale done.”

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    15

    We encourage challenge and we promote “Why”?

    We encourage and expect healthy and vigorous debate. Understanding that respectful, constructive conflict is vital in a healthy organization, and that silent dissent has no place, we don’t take challenge personally or defensively. We believe there’s no better question than “Why?”; and we never stop asking it. When people understand the reasons for our decisions, it fosters faster and more effective alignment.

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    16

    We embrace change

    We exist in an ever-changing world where the needs of our residents and the requirements of our business never stay the same. We’re excited by change, and are energized and inspired by the challenges it creates. Embracing change keeps us on our toes and helps us flex our innovation “muscles.”

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    17

    We listen generously

    We understand that truly listening is more than simply “not speaking.” It’s giving our undivided attention to the needs and priorities of others. We listen with care and with empathy. Most importantly, we listen to understand.

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    18

    We’re authentic and genuine

    We say what we mean, in our own words. We avoid using clichés and trite, meaningless statements. We allow our personalities to shine through in everything that we do. Above all, we’re “real.”

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    19

    We presume goodwill and good intent

    We operate from the belief that people are good, and that the intent behind their actions is positive. We understand that faith and trust generate more nourishing relationships, and better results, than do doubt and cynicism. We use this understanding as the foundation for our decision-making.

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    20

    We give back to our communities

    We’re committed to making our surrounding communities better places in which to live and work. We demonstrate this commitment with both our money and our time. There’s no better way to build community spirit than to volunteer our time and energy in service to others.

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    21

    We have fun

    While our commitment to our mission is serious, we never fail to have fun. Joy and laughter bring us closer together and make us look forward to coming to work each day. There’s nothing like a good laugh to help us keep perspective. Having fun is the spark that ignites our passions.

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Doing Business With Us

Here are just a few examples of the benefits of working with us.

  • Quick and simple invoicing processing and payment.
  • Respectful of people’s time.
  • Extremely transparent and responsive.
  • Fast decision making process.
  • Vast industry knowledge and connections.
  • Established business with over 44 years of experience.

About Berger’s Service Management for your Property.