One day while Tracy Atkinson, director of global marketing and relations at Goodman Real Estate, was working in customer service at Nordstrom — a company renowned for its customer-centric mission — her new landlord walked in to pay a bill. Little did Tracy know at the time, but that chance interaction set the tone and the course for a whole new career in the multifamily industry.

“The background of Nordstrom in customer service was probably the best training I could have ever received in property management,” Tracy said. “Because it always comes down to customer service — 100 percent.”

As part of her commitment to customer service, Tracy believes that listening to prospects — truly understanding their wants and needs — is key to success.

“It always takes me back when a prospect walks in, and within minutes they are walking out with a leasing agent,” she said. “I'm thinking, ‘Where are you going? How do you know where you're going?’ I truly believe you need to understand your renter. Permission marketing is key: ‘May I ask you why you're moving? May I ask you what you liked about the place you lived? What you didn't like?’ You learn so much just by hearing that. Everything they say is gold.”

Now, 24 years after that initial encounter at Nordstrom, she oversees over 44 properties in Washington and across the country, with several more under development. And while she has risen to the top, her focus has always remained on people — both her residents and her staff — and providing them with the best possible service. It’s what makes Tracy and Goodman Real Estate #RenterProud™.

“There are a lot of choices for renters, and many times the reason someone chooses to rent a certain place is because of the person renting to them. RenterProud for me is knowing that the people who choose to live at our communities are proud to bring people home and watch a Seahawks game on the rooftop deck. They can choose to live anywhere. The fact that they are proud of where they live is something that resonates with us. It’s an honor for people to live at our communities.”

“We tend to have people who live with us a long time,” she continued. “Because they don't feel like they're just renting a space. They feel like they've created a home.”

Hear what Tracy has to say about being #RenterProud.

How are you focusing on your residents? What makes you #RenterProud? We’d love to know! Share on our social channels or send us an email!