Mandy Morgan joined Evergreen Lifestyles Management in September 2014 as a community manager. They managed just 16-communities and 19-people. They've always prioritized customer service and lifestyle-based community management. As COO, she championed the team's focus on lifestyle, social communities, which was her background. They now have 450 employees across Florida, Texas, North and South Carolina, and Tennessee.
She says after the pandemic more and more people are craving social interaction, which is great, as that’s what we focus on in many of our managed communities. Having active amenities and engaging programs is welcoming and inclusive and people like it. She dreams of neighbors walking, working out, playing soccer, and drinking coffee; weekends are farmer's markets and art events. Evergreen-managed communities aim to retain village life and routines to regenerate the community. Besides, their delivery and award-winning lifestyles management sets them apart. We have a passion for planning events, and we are great at it.
Before migrating to the US, Mandy worked in the UK finance industry for 20 years. She entered real estate in 2001 and slowly entered homeowner associations at the right time. It was not a career she had chosen; in her view, it chose her. Former CEO Kraig Carmickle promoted Mandy's personal and professional growth. When Mandy initially came to the U.S., she volunteered for a local charity, Give Kids the World. An organization that focuses on offering dream vacations to kids with life threatening illnesses. she adored greeting families at the airport, and building relationships with the families and kids alike. She has a passion for helping people, and is naturally attracted to working with charities that support kids in need.. They are now raising funds for Baby DJ, a local charity. They spread good causes through their usual methods and are happy when their homeowners pitch in. Mandy tries to involve her staff and the residents in the communities they serve to also give back to those less fortunate.
Mandy is a lifelong learner and trainer for Jon Gordon's The Power of the Positive Team, and her skills help her team. Jon Gordon's The Energy Bus focuses on the elimination of workplace energy vampires. Every new employee is provided a copy of the book to read and encouraged to follow the book's 10 rules. She's smart, follows her gut, and asks for team feedback to apply new policies or techniques. When you care, leading a team is easy, they see the example that is set and often they'll work harder. As a company we were behind work in one department, but together the team updated protocols, and put a trusted member in charge to improve performance. Later, they celebrated when the system ran smoothly. Mandy states that by using "The Power of the Positive Team," her teams feel they can handle anything and have seen tremendous outcomes. She cheers them on and won't ask for anything she wouldn't do. Mandy is successful because her staff shares her enthusiasm for customer service. "You get what you focus on," she explicitly notes.
Mandy values people and communication, which is trite but true and simplistic. Mandy believes her employees are like family; not perfect but worth fighting for! As technology has made communication easier, they seek good, fast communication. When they focus on people and communication, they create the same dynamic in their communities. Mandy enjoys nurturing people and watching them grow, and she knows the power of a well-timed "thank you." The correct appointments simplify her work. During a recent onboarding, participants liked that the COO guided and answered questions in person; having open-door policies has helped her. She’s not an executive that is not approachable, and dislikes it if people feel they are unable to speak with her if they have a concern. She also advocates being honest, understanding others' work languages, and offering constructive criticism. Emails and texts can be misinterpreted; so, she prefers phone or in-person conversations.
Mandy says most HOA leaders agree that rising consumer expectations place significant demands on their workers. That's the toughest challenge, but they succeed with a valued team. Fun is infectious, and they enjoy small things. "A team trip to the ice cream shop is surprisingly positive!" We introduced a company mascot a few years ago, Mandy says, doesn’t every great team have a mascot. Emmy, their elephant, gets involved in our team events to spread cheer and has a place on their company website, www.Evergreen-LM.com. One might be astonished at the smiles that their mascot, Emmy, can generate at a community event.
They rely heavily on Microsoft Teams; multiple groups meet weekly. Teams collaborate and call them "bus stops." Having been recently acquired by a larger company. The workforce naturally has questions and looks to Mandy for answers. Mandy is positive about the future and the team pushes on every day since change is hard but important for growth.
They know the economy is challenging and may restrict budgets in the future. They hope to continue serving non-lifestyle communities well into the future. Residents and customers are great for surveys, feedback, and growth. They survey clients to find patterns and subtle messages and promote two-way communication. We are working on a new lifestyle application that will transform neighborhoods into destinations. This app allows residents to observe what's happening in their neighborhoods and live the lifestyle they crave. They concentrate on lifestyle, as their name says. Many customers desire to know their neighbors. They organize, communicate, and promote events well.
Mandy, as a leader, gives her tips for staying in the field. She recommends the 7 Habits of Highly Effective People to prospective leaders and suggests listening, observing, hearing, digesting, learning, and then repeating. She suggests being transparent, knowing the weaknesses, and emphasizing reading, evolving, and discovering motivation; for her, it's "her team."
Evergreen Lifestyles Management is Central Florida's best community-minded management company. As recently voted on by a community management organization that celebrates the industry leaders within the Central Florida area "We beat many larger organizations, and we're happy to be recognized as a caring company," elucidates Mandy.
To summarize Mandy is a few words, caring, energetic, hardworking, and a great leader. She puts her whole heart and sole into her team, and they know it.
Posted in CLF | 10 Best COOs of 2022, Mandy Morgan, COO of Evergreen Lifestyles Management Profile