David S. Lynch Shares Why the Associate Experience Shapes the Resident Experience

RPM Living Chief People Officer David S. Lynch often references the movie Field of Dreams when speaking about business. While the story centers around building a baseball field, David connects its familiar message to something every successful company needs to build – relationships.

David recently joined Multi–Housing News’ Management Diaries podcast to discuss how the relationships companies build with their associates ultimately shape the experiences those associates create for residents.

Before entering the multifamily industry, David spent 18 years working in hospitality. That experience helped form his belief that the associate experience will always show up in the resident experience – whether through engagement, turnover, leasing or everyday service.

When associates feel engaged and supported, they’re more open and willing to develop meaningful connections with residents. Stronger resident relationships lead to stronger communities and, ultimately, stronger business performance.

During the conversation, David also challenges the idea that an associate leaves a company solely for slightly higher pay. Compensation matters, but retention is rarely that simple. Culture, leadership, communication and the overall associate experience all influence whether someone can envision a future with an organization.

David also discusses his “skill–will–ability” approach to hiring and development. The framework considers what someone already knows, what they are motivated to do and what they are capable of learning. He explains why a company should clearly define its culture before hiring and training – and why the people closest to the work should help shape the processes they use.

The connection to Field of Dreams brings each of these ideas back to one central point: When companies invest in relationships with their associates, the impact carries through to residents, communities and the business as a whole.

Listen to the full podcast

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