Customer Support
“We wanted to increase associate retention and engagement, shorten new hires’ time to contribution, and socialize people to the A|P Lifer culture. Grace Hill Training not only allowed us to meet those goals with minimal time-consuming administrative work; it also allowed us to track and scale the program for maximum effectiveness."
Michelle Wood
Vice President of Learning and Engagement
Overview
Atlantic Pacific Companies is a full-service property management company serving the multifamily industry.
Challenge
A period of rapid growth had made employee turnover a major pain point for Atlantic Pacific Companies. Onboarding support (key to employee retention) was limited due to the time and role-specific knowledge constraints of property managers, who were responsible for onboarding. The company needed a new onboarding program that could track, scale, and accommodate widely dispersed geographical locations.
Company Profile
Industries: Commercial Office and Retail Investment, Apartment Community Development and Operation, New Home Building
Headquarters: Boca Raton, Florida
Years in Business: 21+
Solution
Using Grace Hill's Training as a centralized communication, training, and reporting tool, the company implemented a 90-day peer coaching and onboarding program that paired high achieving, trained onsite coaches with new hires of the same or similar position: Maintenance Technician/Supervisor, Leasing Consultant, Assistant/Property Manager.
Atlantic Pacific housed and shared all program documents, policies, and announcements through Grace Hill's Training platform, including coaching nominations and applications. To support consistency across geographically dispersed teams, they also relied on their Standard Operating Procedures and Reference Guides for a unified onboarding experience. Grace Hill’s Zoom integration further enhanced the process by enabling seamless virtual communication and training.
Building on this foundation, the company delivered role-specific courseware to provide targeted remote training and assessments. They also developed custom courseware and assignments tailored to their specific operational needs—quickly and easily within the training platform.
To ensure continuous improvement, Atlantic Pacific used Grace Hill's platform to survey both managers and coached employees, gathering feedback on the relevance and impact of the coaching content and assignments. Additionally, key performance indicators were tracked within the platform to assess individual progress and overall program effectiveness.
Results
13%
Higher Employee Retention
12%
Higher Long-Term Employee Retention
After just one year, Atlantic Pacific achieved a 13% increase in retention among newly onboarded employees (within their first 90 days) and a 12% increase in long-term retention (over 15 months) for those who participated in the coaching program. These gains led to a significant reduction in turnover costs. Additionally, strong communication and branding of the program resulted in higher employee and executive engagement than any previous onboarding initiative.
Like what you see? Download the PDF version to save and share.
Ready to get your team on the path to excellence?
Request a demo to learn how Grace Hill solutions can help get you there.
See How Similar Organizations Are Succeeding
North York Residential
Dolben Company
