What Residents Remember
For many residents, it is often the everyday moments that shape how a home feels. A technician who shows up when they say they will. A problem explained clearly, not just fixed. A follow-up that does not have to be asked for.
These are the moments that define the resident experience, and Michael, a Service Technician III based in Tampa, understands this better than most. “My main thing is a job well done” he says. “But the most satisfying part is being able to solve all of a resident’s concerns and let them know we are here for them”.
That distinction – between simply completing a task and genuinely showing up for someone – makes a world of difference.
Michael traces his work ethic to a piece of advice his father gave him early on: take the time, really know what you are doing, and take pride in your work. “When I do something and I see his words come into fruition, it puts a fire in my spirit” Michael says.
One resident described Michael as punctual, professional, and knowledgeable, highlighting the peace of mind he brings into her home. “I feel so comfortable with him,” she says. “Every time he has come to my home, he was able to fix the problem.” That comfort is the result of someone who genuinely cares and who was drawn to this work precisely because a kind word or a small gesture, as Michael puts it, “means the world to some people.”
Michael points to his team as another layer of that foundation. “I have never run into such an understanding group of people in the workforce in my life,” he says. “No matter how much you know, there’s always still something to learn and there’s somebody I can call on.”
Across the organization, this shared standard is reinforced through how technicians are trained and supported.
“We train our teams to deliver more than a technical fix,” said Progress VP of Service, Kevin Hughes. “It is about how you show up in someone’s home. We focus on communication, empathy and respect just as much as the repair itself, because that is what residents remember.”
A home is where people recover, recharge, and build their lives. When something goes wrong, the way we respond is the moment that matters most. Getting that response right for every resident, every time is the standard we hold ourselves to.
