At Book and Ladder, we create a home for our guests where we connect, imagine, and exceed expectations, so that together we can become something more.
To revolutionize the way Student Housing is operated. We are more than managers and operators. We’re attempting to create an atmosphere that inspires the imagination and intellect of every resident, where delivering that experience is our passion of ours and where our four pillars are embedded in our daily thought process.
These pillars put an emphasis on ingenuity, innovation, and quality. Ultimately, we want everyone to understand that frontline equals bottom-line. In other words, by putting an emphasis on customer satisfaction, we are playing the long game, and betting that putting our resources into the immediate overall experience of our guests will produce greater revenue in the future.
01 / Connect
We connect with our employees.
Together we are strong. We make connections in our teams, and with other teams, whether at other properties or our corporate office. We are supportive, kind, helpful and willing to learn and help. We believe in creating a workplace no one will want to leave, where we cultivate fulfillment, joy and growth.
We connect with our residents.
No one cares how much you know, until they know how much you care. We show, not tell, how to create a home for our guests that they will make them enthusiastically fulfilled, want to stay longer, and bring their friends to join them.
We hope our relationships with guests will yield:
We connect with our partners.
We communicate frequently and openly, maintaining professional and lasting relationships.
We connect with our schools.
By including schools and administrators in our efforts and strategies, we build trust, increase knowledge, and pave the way for greater success.
02 / Imagine
What new products can we dream up? What tools can we utilize? What relationships can we leverage? We never limit our imaginations.
What new services can we provide? What technology will give us the ability to achieve our new dreams?
How can we provide products and services faster, more efficiently, or with better outcomes?
03 / Exceed
Ultimately, we strive to exceed expectations in everything we do. We don’t believe in just enough. How can we exceed what we did last year? Last month? Last week?
Exceed the normal in our real estate. Make sure it sparkles. Exceed the industry expectations for the brick and mortar we care for and present as our product.
Exceed the average service quality. How do we serve, how often, and to what extent? We will exceed customer service expectations in every facet.
04 / Become
We will provide a home for our guests where they can learn. Academics will be a major focus of our amenity features and services. We will provide conveniences that enhance their educational experience and help save time and energy that can be used to learn and become college graduates.
We will entertain our guests and give them amenities and experiences that will help them relax, make lifelong memories and friendships, all while saving them money.
We will help create experiences that inspire guests and help them to motivate others. Ultimately, they will grow to be better human beings.
All amenities are fixed immediately as needed and are always open, no exceptions.
Every surface that our guests see as part of their normal experience are clean and well maintained. This includes:
- Painted surfaces
- Light fixtures
- Stairwells and railings
Landscaping is well maintained and clean throughout the year. Careful attention is given to landscaping in snowy climates once the spring arrives.
Essentially, nothing our guests see or touch can be broken, dirty, messy or otherwise unpresentable. It should look as clean and fresh as Disneyland.