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Perspective
March 2020

Covid-19 Update: March 24, 2020

While we are remaining agile in our approach to this quickly evolving situation, we are centered on our core value proposition – to lead the industry in service to our customers

The spread and actions taken to contain COVID-19 has rocked the world. This unprecedented virus has disrupted and continues to disrupt home life and work life across the globe. Some people are working from home, others are still reporting, while others have been laid off. A significant number of businesses have closed temporarily with the few essential businesses remaining open to support basic human needs. Ours is one business that’s staying open. Why?

 

Housing is Essential

Housing is an essential business. Just like food, water, and air, having shelter and a place to sleep at night are two basic human needs. We don’t have the luxury of closing up our communities because people depend on us to care for and provide their housing needs. It’s our responsibility as a housing provider to do everything in our power to continue to provide our residents with ample resources to get through this.

 

More than a Rent Payment

Exceptional service isn’t something that just happens. We’re committed to standing by our residents and supporting them as best we can during times of crisis. It’s part of our ARIUM Carefree Living Guarantee, but more importantly, it’s the right thing to do. For the safety of our residents, we’ve closed down community amenities. In its place, we’ve replaced that with free fitness apps, workout videos, and other mindfulness tips. We’ve also worked with residents to ensure they have certain daily items during a time in need. We’re in this together, and we will get through it.

 

Operational Changes

CARROLL believes that leading in customer service is what separates us from our competition, and while we cannot do that face-to-face right now, we are finding new ways to service our customers virtually.

As a result of Covid-19, the industry was thrust into a season of rapid change. CARROLL was well-prepared for this, having implemented a move to 100% digital in 2019 with the exception of prospect touring. As the virus spread, we made quick decisions to shift team schedules, close offices to the public (while still being open for business), and create over 200 videos in 48 hours for virtual tours.

While we are remaining agile in our approach to this quickly evolving situation, we are centered on our core value proposition – to lead the industry in service to our customers

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