In reading Gary Gregory, CAPS most recent blog about "Centralizing the Multifamily Future, I found myself reminded around the three areas our industry is challenged with.

Not only are we still working out what these look out as an industry and personally for ourselves in our roles and companies, but what came to mind as I read the information below was a picture of a TRIANGLE....

We must remember, a Triangle has 3 points, 3 sides and we can and should be able to have all three, Automation, Centralization and Humanization in our every day positions. In fact, having 1 or even 2 without the 3rd, would make things uneven. If we did, a Triangle would not be a triangle and things would be off balance. We would just be operating with 2 parallel lines and no connection.

Having all three operating together leads to success. Residents, customers, consumers want the automation when and where it makes sense to them, which helps with centralization but we can not ever think that humanization doesn't need to be included. What ties us together is the Humanization, we are humans who want connection, the ability to still connect with others who specialize in a particular area.

Perhaps my analogy is a skewed triangle (HA) but in the end.. Humanization is the point of the triangle, where Automation and Centralization are the support! Together great things are possible!

Automation, Centralization, Humanization
There were several conversations related to specific definitions around centralization. It seemed important to define within your goal what approach(es) you would like to take.

Automation – Removing high volume, low value tasks. One of the comments that I found striking was, “If there are disciplinary actions related to not completing a task, automate it.” Another comment included, “If you automate on the front end, do not create a manual task on the back end.”

Centralization – moving tasks performed at the community level to a centralized site. It was suggested to figure out automation before jumping into centralization. The tasks and experiences should be frictionless both for the customer and the associate. In another presentation, centralization was defined as enhancing the customer experience.

Humanization (Specialization) – where will your team fit into the process. Allow your current team to be part of the conversation. Given potential consternation with the topic of centralization for associates, one of the presenters noted that they shared with their team they would benefit by becoming the specialist in a particular area. This approach would lean on their strengths.