Birthdays · move-in anniversaries · ownership tenure landmarks · welcome-baby cards · condolences. Opt-in. Manager-driven, not auto-spam. Cards mailed by Page-per-Page; small handwritten notes from the front desk team.
| Type | Owner | Property | Date | Touch | Status |
|---|---|---|---|---|---|
| 🎂 Birthday | R. Carter (incoming) | PT #418 | May 18 | Welcome + birthday combo card | scheduled |
| 🏡 Move-in anniv | R. Chen | PT #602 | May 22 · 4 yrs | Front-desk note | queued |
| ⭐ 5-year tenure | K. Patel (VP) | PT #802 | May 24 | Board card · sig from president | drafting |
| 🎂 Birthday | L. Ortiz (welcome cmte) | PT #214 | May 28 | Card · thanks for committee work | scheduled |
| 👶 New child | A. Mendez (#418 buyer · self-reported) | PT #418 | n/a · congrats | Welcome-baby card from concierge | drafting |
| 🏡 Move-in anniv | P. Stein | PT #805 | Jun 3 · 2 yrs | Front-desk note · audit cmte thanks | queued |
| ⭐ 8-year tenure | D. Schmidt | PT #604 | Jun 8 | NO touch (active payment plan · sensitive) | paused |
"Happy birthday — your front-desk team thinks of Plaza Tower as a community of neighbors, and we're glad you're one of ours. Hope today is a good one. — Diana & team"
"Five years at Plaza Tower today. Thanks for being part of what makes this building feel like home. — Linda Park, on behalf of the board"
"A decade is a long time, and you've been one of the steady hands of this building. We notice. Thank you. — Plaza Tower BOD"
"Welcome to Plaza Tower. We are looking forward to meeting you. Stop by the front desk anytime — you'll know who Diana is by the end of week one. — Linda Park, President"
"Congratulations on your new arrival. The lobby will be louder, the elevator slower, and we'll all be smiling. — Front desk team"
"With deepest sympathy from your Plaza Tower neighbors. Please let the front desk know if there's anything we can do for the family during this time. — Linda Park & the BOD"
Owners in active NOLA, lien, performance plan, or hostile-state with management = milestones suppressed. Tone-deaf is worse than silence. Schmidt's 8-yr is paused.
Every touch is queued for manager review before mailing. Manager can edit copy, swap signatory, or skip. No "auto-blast" templates without a human reading.
Diana & concierge team handwrite ~30% of cards rather than print. Recipients consistently rate handwritten cards "more meaningful" in NPS open-text.
Birthdays from welcome-packet self-disclosure only. No Sunbiz / public-records scraping. Owner can pull date of birth at any time via portal preferences.
Triggered only by family confirmation, obituary, or court-confirmed decedent record. Concierge attends memorial when invited. Heir-transfer workflow runs separately and respectfully.
Owners who receive 2+ milestone touches in a year score on average +4 NPS higher than non-recipients. Self-selecting? Yes. But the cost is $84/mo total — worth it.
Property management is a transactional business that becomes a relational business when the small things are remembered. A handwritten note from Diana on a 5-year anniversary lands harder than any portal feature update. It is also the most reliably positive thing we can do without trying — at $84 a month, the math is uninteresting next to the result.
Touchpoints · Concierge Log · Welcome packet · Sentiment · Page-per-Page mailing.
