Our team shares how they make every customer interaction count.
Think about a great customer service experience that you had recently.
What made the experience great? Oftentimes, it’s not a single big thing but the sum of all the smaller moments — a friendly greeting, a prompt response to a question or a thoughtful gesture that shows someone really understands your needs.
At Irvine Company we think about these moments every day.
“While there are many reasons that our customers love their workplace, we regularly hear that it’s the small moments that stand out the most, the moments when someone went the extra mile,” says Mike Bennett, Executive Vice President, Portfolio Operations & Engineering.
From quick problem-solving to personalized gifts, our team shares how they go above and beyond each day.
Mariya Parikova
General Manager, Operations
McCarthy Center
What is a small thing that makes a big difference to customers?
We respond to every message quickly so our customers can stay focused on their business. When someone cares, empathizes and acknowledges their request, they feel like they are in good hands.
Are you always able to meet requests?
If circumstances outside our control prevent us from doing exactly what the customer has asked, I always try to be creative and come up with a solution that will still benefit them.
Rebecca Bronder
Senior Manager, Operations
Venture Park
What is your favorite way to check in on customers?
I always try to join a customer during their proactive maintenance walks with our engineering teams. We’re checking to ensure that temperatures and services are meeting their expectations, but the walk is an opportunity for so much more — it’s an open conversation to learn about their needs and how we can best support them.
What is a problem you recently solved for a customer?
We had a customer who conducted a national weekly radio show from their office that went out over a traditional phone line. On the day of the show, the phone line went down and they were going to cancel the show. However, I identified the correct type of phone line in our conference room and set the customer up fast enough for the broadcast to happen as scheduled.
Jessica Bahde
Manager, Operations
Jamboree Center
A customer recently expressed concern about loud music from a neighboring suite. My team and I promptly visited their suite to personally experience the noise, then took immediate action. We engaged our engineering team to thoroughly assess the sound insulation of the shared wall and respectfully approached the neighboring customer, explaining the impact of the noise on their neighbor and kindly requesting a reduction in volume. The customer greatly appreciated our swift response and proactive efforts to resolve the issue. They felt heard, valued and reassured that their concerns were being taken seriously.
Travis Lindle
Senior Manager, Operations
Del Mar Heights
What is your philosophy on customer service?
I like to think of the moments that have been impactful in my own interactions with other organizations, and remember that seemingly small details can have a very significant impact on our customers.
What is something you recently did for a customer that made them feel cared for?
A customer with very valuable art in their space
worried it could be damaged during a small construction project. We worked with a trusted, specialized vendor to protect, move and later return the art. I know that the care we showed for this customer’s prized possessions while completing our work is something that will stick with them.
Alyssa Dela Rosa
Manager, Operations
The Plaza
When customers renew their lease, we typically send cupcakes. But for a daycare customer at La Jolla Center, I wanted to give them something that all the children could enjoy. I worked with our marketing department to design a coloring page incorporating images of children, iconic San Diego buildings and the Irvine Company sunwave. I printed it out on hard stock paper and gifted it to the customer along with small packs of crayons for each of the kids. The customer loved the gift and even sent photos of the children’s “masterpieces.”
