FirstService Residential Brandbook-6x9-digital-080423-single

Our brand, simplified.

“
I imagine our future
together — bringing
our values to life while
creating a brand that
resonates with everyone
”
whose lives we touch.

A dear friend and brand builder once told me,
“A brand is a promise made, delivered, and
measured.”
I couldn’t agree more.
We continue to build our brand, delivering
what we promise — exceptional service
that enhances lives and property values.
That is how we strengthen our reputation
as a leader, defining service in our industry.
I am excited to share with you this book
created to educate and inspire us with key
elements of our brand.
I trust you will join me in embracing each
of them. I imagine our future together —
bringing our values to life while creating a
brand that resonates with everyone whose
lives we touch.
Thank you for bringing these important
aspects of our culture and service to life
daily in your work. I look confidently to our
future as we elevate our brand together.
With gratitude,
David Diestel
Chief Executive Officer
FirstService Residential

Deliver exceptional service
and solutions

Our
Mission
that enhance the value of every property
and the life of every resident.

We don’t do it because we love
budgets or bylaws.
Or because we just can’t get enough
of reports and regulations.
We do it for our
communities.

We believe property management goes
beyond properties.
It’s about peace of mind.
It’s about anticipating needs, to put people’s
minds at ease.
And coming together, to find solutions.

We know. Property management is a balancing act.
Every decision matters, and juggling it all can seem complex.
But the way to make it easier, is easier than it seems.
It starts with proactivity.
And coming up with solutions — from the tried-and-true, to
the innovative and new.
Do what’s right. Own it. Improve it. Aim high. Build great
relationships. Be genuinely helpful.

That’s what we believe. That’s how
we lead change in an ever-changing
landscape. And lend our support
whenever and wherever needed.
We’re not just in the business of
residences.
We’re in the business of making
people feel at home.
We’re in the business of community
building.
We’re that listening ear. That friendly
face. That helping hand.
And we don’t stop until those
complications become starkly
uncomplicated.
Together, we make
life, simplified.

our new tagline:
Life, sim

plified. sm

Our
Core
do what's right
Our customers trust
us to do what’s best
for their community.
We are guided
by our ethics and
customers’ interests
in everything we do.
improve it
We are open-minded,
collaborative, and
relentless in our
effort to enhance
and simplify life for
our associates and
customers.
own it
Each of us is
accountable. We
deliver what we
promise with
perseverance,
integrity, and open
communication.

Values
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

1
2
3
4
We know our Mission, Core Values,
and Global Service Standards and
delight our customers by living them
every day.
We fulfill our Mission through our
diverse and empowered associates
who collaborate to proactively improve
our service.
Every interaction matters. We engage
with friendly greetings and a sincere
offer to assist. Our communications are
accurate, clear, and reflect a respectful,
warm, and professional tone.
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 right
away, we communicate a clear set of
expectations and a timeline.

6
7
8
9
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.
When providing assistance, we show
others the way rather than pointing in a
general direction.
We maintain awareness, attention
to detail, and readiness to effectively
perform our duties.
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.

Global Service
Standards
Safety and security are everyone’s
responsibility. We follow safety policies and
procedures, and we know our individual
and collective roles in emergency situations.
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.
We seek, embrace, and provide honest and
timely feedback to improve our service and
ourselves.
We protect the privacy of our clients,
residents, and associates, as well as
our company’s assets and confidential
information.
We are always fiscally responsible and
bring value to our communities and to
our business.
10
11
12
13
14

Our commitment
to board members
We are committed to simplifying the complex and
supporting you as a board member to:
Elevate
resident
lifestyle
Optimize
the financial
health of the
association
Mitigate
risk to support
the community
This statement was created to educate board members about
what to expect from partnering with FirstService Residential.
It is a tool that helps frame discovery and subsequent
conversations with prospective clients. It sets an expectation
with board members from the first moment we engage
with them. That is why associates across all areas of the
organization should understand this commitment and
support it through every action to help maintain long-term
partnerships.

Property
management is a
balancing act.
When you lead your community on a path
to change, each and every decision is an
important one. With competing priorities,
juggling it all as a community leader can
seem complex.
But it doesn’t have to be.
At FirstService Residential, we have the
expertise and solutions to anticipate needs
and respond — no matter the property type.
With our professional scale, we can make
your budget go further. And our service-first
philosophy means we don’t stop until what’s
complicated becomes uncomplicated.
To make life, simplified.

Cover photo by Myles Tan on Unsplash.com
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