Customer Support
“It's awesome to show our team that we value them enough to invest in a program like Performance HQ.”
Heather Heitman
Employee Engagement Manager
Setting the Scene
DTN Management Company is a family-owned and operated real estate firm founded in 1973. Based in Michigan, the company manages a diverse portfolio of 8,000 units across luxury, student, and conventional multi-family assets. With a workforce of 390 employees, the company maintains a strong focus on the employee life cycle, including recruiting, onboarding, training, and recognition. Heather Heitman, the Employee Engagement Manager, spearheads these efforts, striving to support employees as they grow within the organization.
Company Profile
Types of Assets Managed: Luxury, Student, and Conventional Multifamily
Headquarters: Lansing, Michigan
Years in Business: 53
Unit Count: 8,000
The Challenge
Prior to implementing a centralized solution, DTN Management faced significant hurdles in performance monitoring and employee development. While recording phone calls was straightforward, capturing the actual tour experience of prospective residents was much more difficult. Training efforts were inconsistent — described as being "all over the board" and handled sporadically without a formal tracking system. Without a dedicated platform, the team would have been forced to rely on manual processes like Excel spreadsheets to track training progress.
The Solution
To address these gaps, DTN Management turned to Grace Hill's PerformanceHQ Training and Mystery Shopping services. After considering alternatives like Yardi Aspire, the company chose Grace Hill due to its intuitive dashboard and the "least amount of clicks" required to access learning content. For the past five years, every employee across all departments has received a Grace Hill login from their first day. The platform is now central to their daily operations, providing a seamless rollout and a clear learning path for all team members.
“The system is very intuitive, easy to use, and the roll out was seamless.”
- Heather Heitman, Employee Engagement Manager
The Outcome
The partnership with Grace Hill has led to measurable improvements in the prospect experience. By setting a performance benchmark of 85% for mystery shops, DTN has achieved more consistent tours across its portfolio. Teams value the feedback provided by shoppers, particularly the written notes that accompany video and audio recordings. Additionally, once a shop is complete, targeted upskill training becomes available directly within PerformanceHQ, allowing employees to immediately address and close any identified skill gaps. This investment has also boosted employee morale; given managers and staff can now easily track their own professional growth. The platform serves as a daily reminder that the company values its employees enough to invest in their ongoing success.
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