Exceeding Expectations with Outstanding Service
UG2 excels at customer satisfaction, and our relationships with our luxury multi-family residential customers epitomize that five-star service. In fact, our reputation for high performance in this type of environment has made it one of our fastest growing service areas across the country.
We begin from an understanding that when it comes to high-end residential spaces, your tenants—and your team—don’t have time to waste on repair delays, red tape, or unanswered requests for assistance. Fortunately, with UG2, they won’t have to. Here’s why.
We are already experts in meeting expectations. UG2 has perfected the customer response model at specialized multi-family residential buildings coast to coast. Of course, we also excel at customizing our solutions quickly and effectively, so as we get to know your property and your people, we continuously refine our approach.
We stay ahead of their requests. Every time a residential unit turns over, our expert team jumps into action inspecting, updating, repairing, and replacing every inch of it, from paint and flooring to energy-efficient appliances and A/C units. They have perfected preventative maintenance, inside and outside of your building, to guard against surprises.
When they need us, we are already there. Our response time is unmatched because we are on the ground, in house, and immediately available—with the capacity to connect instantly to a wider team of expert facility engineers and certified technicians. If our on-site team can’t handle a tenant’s request, we have resources at our fingertips who can.
We don’t get our feathers ruffled. We model accountability, transparency, communication and relationship-building at every level of the company. We train our teams in the soft skills required to navigate high stress situations and complex dynamics. It’s easier to take ownership of an issue and problem-solve when you know management has your back and will recognize you for it.
We attract top talent. UG2 recruits and develops the most dedicated, hardworking employees in the market—professionals who care deeply about their work and embrace every opportunity to learn, well beyond their best-in-class training. Our teams work seamlessly with contributions from several key positions:
- Superintendent/resident manager. As chief engineer, this position oversees day-to-day operations—the mechanical aspects of the building such as boilers, chiller plants, cooling towers, A/C, and heat pumps. They know the building and residents well and run a tight ship 24/7.
- Front of house team. The door attendant and concierge/front desk attendant greet visitors, manage tenants’ requests and packages, and input work orders for a speedy response from the responsible professional.
- Mechanic/handyperson, maintenance technician and janitorial team. These essential team members report to the resident manager and keep things running like a well-oiled machine.
- Day porter, cleaners, gardeners and landscapers. Consummate professionals, these talented individuals maintain a pristine, inviting environment, outdoors and in.
As amenities increasingly become part of the package, our teams expand with the specialized expertise for optimal facilities management. And thanks to our reputation for excellence and strong partnerships in the industry, UG2 has the relationship to bring in outsourced services for specific needs from elevator and fire pump maintenance to oversized chillers and water treatment.
Facility services for multi-family residences is a highly complex undertaking that requires expertise ranging from facilities engineering to five-star customer service delivery. As much as any other customer base, our multi-family residential building customers demand the best of UG2. We take great pleasure in going above and beyond the highest of expectations.