Employee Rewards Program
Table of Contents
Welcome Letter ............................................................4 Program Description ....................................................5 Program Eligibility ........................................................6 Points Redemption .......................................................7 Metrics Measured ........................................................8 Merchandise Catalog ...................................................13
Milestones Employee Rewards Program
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Welcom e
Welcome to the Benchmark Milestones Employee Rewards Program. We at Benchmark are very fortunate to have a portfolio of wonderful assets throughout many states. What makes our assets stand apart from many others are our people. You are the ones who put “faces” on our bricks and mortar. You, individually and as part of your team, have an enormous impact on our residents’ satisfaction with their home, our employees’ satisfaction with their career and our investors’ satisfaction with their investment. Given each member’s importance to their community, we are announcing this new and exciting rewards program that we hope will encourage exceptional customer service each and every day. As an employee of Benchmark, you will enjoy the opportunity to earn points individually as well as part of your contributions to the team. We have structured the program to allow for teams as well as individuals to excel and ultimately be rewarded. I think you will find the Program has numerous ways to earn points and a variety of merchandise options for you to “purchase”. I hope you all enjoy the Program!!!!! Happy Earning!!
Maggie
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Milestones Employee Rewards Program
Program Description
Over view The Milestones Employee Rewards Program has been developed to reward Benchmark employees for achieving above average results in areas of importance to our business. All employees will be eligible on the sales and service teams, and will have multiple opportunities to earn points to redeem for merchandise. The metrics measured in the Milestone program are published in this booklet as well as the intranet so that all employees will know the goals they are trying to achieve. Each month, if a team achieves the goals set forth in the metrics measured, points will be awarded. Once enough points are earned to redeem them for merchandise, employees will have a chance to choose the item they wish to receive from the merchandise section of this booklet, or from the complete list on the intranet. It’s as simple as that. Do a great job and be rewarded with the mer‐ chandise of your choosing. Good luck to everyone in reaching their Milestones and earning points!
Milestones Employee Rewards Program
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Program Eligibility
Participation •
•
•
All site level Benchmark employees in the Residential Conventional Management Division are eligible to participate. Employees may begin earning points on the first day of the month following their initial sixty days of employment with the Company. There will be no distinction between full‐time, mezzanine or part‐time employees for the sake of earning or redeeming points.
Taxation •
Receipt of any merchandise or gift cards in exchange for points redeemed could be subject to taxation.
Termination •
•
6
If an employee voluntarily terminates their employment with Benchmark, they may redeem any unused points under the following conditions: • A minimum two‐week notice of intent to terminate employment is given and fulfilled. • At the time the resignation is given, any unused points are to be turned in for redemption. • Once the two week period is satisfied, the merchandise will be purchased and sent to the employee. If an employee is involuntarily terminated, no redemption of points will be permitted.
Milestones Employee Rewards Program
Points Redemption
Points Valu e • • •
•
Points earned in the Milestone program have no cash value. Points are non‐transferable. The value of points awarded may change at any time, without notice. The points required to redeem merchandise may also change at any time without notice.
Points Expiration •
Any points earned in the milestone program must be redeemed within 24 months or when 1,000 points are accumulated, whichever comes first.
Redemption Process •
•
•
When enough points are earned to redeem them for an item in the merchandise catalog, the Milestone Points Redemption form (found on the intranet) should be completed and turned into the program administrator as indicated on the form. The employee will be contacted to verify their selection and for any other information needed to acquire the merchandise. All merchandise will be delivered to the employee’s community unless otherwise arranged and approved with the program administrator.
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Metrics Measured
Definitions • • •
• • •
• • • • •
Metric: What is being measured Target: The goal for the community to achieve Tools: Where the information (score, etc.) for each metric can be found Frequency: How often the metric is scored Eligible: Who on the team is eligible to receive points for that metric Point Value: The number of points awarded for achieving the target for a specific metric. CM: Community Manager ACM: Assistant Community Manager LC: Leasing Consultant SM: Service Manager ST: Service Technician
Metrics measured or the target for each metric may be changed at any time, without notice. Additional metrics may also be added at any time. Please refer to the intranet for a full list of all metrics with targets and points values.
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Milestones Employee Rewards Program
Metrics Measured
Operations •
•
REAC Inspection ‐ Overall analysis of operations at a community as scored on HUD REAC inspections Community Audit ‐ Overall analysis of operations at a community as scored on the Internal Audit Metric
Target
REAC Inspection
95% ‐ 100% 90% ‐ 94% 95% ‐ 100% 90% ‐ 94%
Internal Audit
Tools
Frequency
REAC Inspection
On Demand
Audit Report
Annually
Eligible
Point Value
LC, ACM, CM, ST, SM LC, ACM, CM, ST, SM
50 25 50 25
Resident Retention •
•
Retention Rate ‐ The percentage of leases renewed in a given month as a percentage of all expiring leases in that month. Office Courtesy ‐ Customer satisfaction with the level of courtesy from the office team when service requests are submitted. (At least three service satisfaction surveys must be submitted each month to be considered.) Metric
Target
Retention Rate
> 70%
Office Courtesy
Average > 4
Tools Renewal Trend Report Satisfaction Survey Reporting
Frequency
Eligible
Point Value
Monthly
LC, ACM, CM, ST, SM
15
Monthly
LC, ACM, CM
5
Milestones Employee Rewards Program
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Metrics Measured
Sales •
Sales Presentation ‐ The score from the on‐site portion of the shopper’s report for any individual shopped. This includes the greeting, information gathering, community tour, apartment demonstration, closing and follow‐up. (Only the person shopped will be awarded points)
•
•
Telephone Performance ‐ The monthly telephone performance of a community as scored using the CallSource Telephone Performance Analysis report (TPA report). Sales Pipeline ‐ The thoroughness and consistency of follow‐up at a community based on the number of active prospects with a need by date that has passed and the number of active prospects that have not been contacted in the last seven days. (This metric is tracked weekly, but reported monthly meaning that a community must achieve the target for all four weeks of a month to earn points.) Metric
Target
Tools
Shopping Report Sales 95% ‐ 99% = Level 1 (onsite portion Presentation 100% = Level 2 only) Telephone Performance
>70
0 prospects with a past NBD, all Sales Pipeline active prospects contacted within 7 days
10
Frequency On Demand
Eligible
Point Value
LC, ACM, CM 10, 20
TPA Report
Monthly
LC, ACM, CM
5
Weekly Sales Report
Tracked Weekly, Re‐ ported Monthly
LC, ACM, CM
10
Milestones Employee Rewards Program
Metrics Measured
Ser vice •
•
Cleanliness of Service Repairs ‐ Customer satisfaction based on ser‐ vice satisfaction survey response to “Was the area left clean after your service was completed?”. (At least three service satisfaction surveys must be submitted each month to be considered.) Service Courtesy ‐ Customer satisfaction with the level of courtesy from the service team when service requests are completed. (At least three service satisfaction surveys must be submitted each month to be considered.)
•
•
Service Request Completion Satisfaction ‐ Customer satisfaction based on the service satisfaction survey responses to “Was the re‐ quest completed to your satisfaction?”. (At least three service satisfaction sur‐ veys must be submitted each month to be considered.) Service Team Response Time ‐ Customer satisfaction with the re‐ sponse time to their request for service as reported on the service satisfaction survey. (At least three service satisfaction surveys must be submitted each month to be considered.) Metric
Target
Tools
Frequency
Eligible
Point Value
Cleanliness of Service Repairs
100%
Satisfaction Survey Reporting
Monthly
ST, SM
5
Satisfaction Survey Reporting
Monthly
ST, SM
5
Satisfaction Survey Reporting
Monthly
ST, SM
10
Satisfaction Survey Reporting
Monthly
ST, SM
5
Service Cour‐ tesy Service Re‐ quest Comple‐ tion Satisfac‐ tion Service Team Response Time
Average > 4
100%
Average > 4
Milestones Employee Rewards Program
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Program effective September 1, 2009. Rules, points values and available merchandise subject to change at any time without notice. Management reserves the right to cancel the program at any time. For a full list of eligibility requirements, metrics, points values and available merchandise, visit http://intranet.benchmarkgrp.com.
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Merchandise Catalog
100 Points A.
D.
B.
C.
E.
F.
A. iPod Shuffle ‐ 2nd Generation ‐ 1 GB, available in multiple colors: silver, blue, green, red, pink. B. Target Gift Card ‐ $25 Value. C. Walmart Gift Card ‐ $25 Value. D. Kohl’s Gift Card ‐ $25 Value. E. Macy’s Gift Card ‐ $25 Value. F. Papa John’s Gift Card ‐ $25 Value.
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Milestones Employee Rewards Program
Merchandise Catalog
100 Points G.
I.
H.
J.
K.
G. Darden Restaurants Gift Card ‐ $25 Value, can be redeemed at Olive Garden, Red Lobster, Longhorn Steakhouse, Bahama Breeze, The Capital Grill and Seasons 52. H. Brinker Restaurants Gift Card ‐ $25 Value, can be redeemed at Chili’s, On The Border, Maggiano’s, Macaroni Grill. I. AMC Theaters Gift Card ‐ $25 Value. J. Barnes and Noble Gift Card ‐ $25 Value. K. PetSmart Gift Card ‐ $25 Value.
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Merchandise Catalog 250 Points A.
C.
B.
D.
E.
A. iPod Shuffle ‐ 3rd Generation: 4 GB, available in multiple colors: silver, charcoal. B. Web Cam ‐ Employee will be contacted at time of redemption to determine brand and specific features. C. Brinker Restaurants Gift Card ‐ $50 Value, can be redeemed at Chili’s, On The Border, Maggiano’s, Macaroni Grill. D. Darden Restaurants Gift Card ‐ $50 Value, can be redeemed at Olive Garden, Red Lobster, Longhorn Steakhouse, Bahama Breeze, The Capital Grill and Seasons 52. E. DVD Player ‐ Employee will be contacted at time of redemption to determine brand and specific features.
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Milestones Employee Rewards Program
Merchandise Catalog
250 Points F.
G.
I.
J.
L.
M.
H.
K.
N.
F. Bass Pro Shops Gift Card ‐ $50 Value. G. Barnes and Noble Gift Card ‐ $50 Value. H. PetSmart Gift Card ‐ $50 Value. I. AMC Theaters Gift Card ‐ $50 Value. J. Kohl’s Gift Card ‐ $50 Value. K. Walmart Gift Card ‐ $50 Value L. Target Gift Card ‐ $50 Value. M. L.L. Bean Gift Card ‐ $50 Value. N. Macy’s Gift Card ‐ $50 Value.
Milestones Employee Rewards Program
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Merchandise Catalog 350 Points A.
B.
D.
E.
H. C.
F. G.
A. Return to Tiffany Tag Pendant ‐ Pendant in sterling silver available in round or heart shapes. Size small, 16” chain. B. Return to Tiffany Oval Tag Ring ‐ Oval tag ring in sterling silver. Sizes 4 ‐ 13 available, including half sizes. C. Return to Tiffany Mini Tag Earrings ‐ Mini tag earrings in sterling silver, available in round and heart shapes. For pierced ears. D. Tiffany 1837 Money Clip ‐ Money clip in sterling sliver. 2.5 inches long. E. Return to Tiffany Round Tag Key Ring ‐ Key ring in sterling silver. F. Portable DVD Player with 9” Screen ‐ Employee will be contacted at time of redemption to determine brand and specific features. G. Southwest Airlines Gift Card ‐ $100 Value.
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Milestones Employee Rewards Program
Merchandise Catalog
350 Points J.
I.
K.
L.
M.
H. iPod Nano ‐ 8 GB, available in multiple colors: silver, charcoal, purple, blue, green, yellow, orange, red, pink. I. Darden Restaurants Gift Card ‐ $100 Value, can be redeemed at Olive Garden, Red Lobster, Longhorn Steakhouse, Bahama Breeze, The Capital Grill and Seasons 52. J. Brinker Restaurants Gift Card ‐ $100 Value, can be redeemed at Chili’s, On The Border, Maggiano’s, Macaroni Grill. K. Kohl’s Gift Card ‐ $100 Value. L. Crate & Barrel Gift Card ‐ $100 Value. M. Pottery Barn ‐ $100 Value.
Milestones Employee Rewards Program
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Merchandise Catalog
500 Points A.
B.
C.
E.
G.
I.
D.
J.
K.
H. F.
A. Return to Tiffany Tag Necklace ‐ Tag necklace in sterling silver, tag available in round, oval or heart shapes. 16 inches long. B. Return to Tiffany Tag Charm Bracelet ‐ Tag charm bracelet in sterling silver, tag available in round, oval or heart shapes. 7.5 inches long. C. Return to Tiffany Business Card Case ‐ Business card case in sterling silver. D. Nintendo Wii ‐ Nintendo’s next generation gaming console . E. 22” Flat Panel Television ‐ Employee will be contacted at time of redemption to determine brand and specific features. F. Blu‐Ray Player ‐ Employee will be contacted at time of redemption to determine brand and specific features. G. Portable GPS ‐ Employee will be contacted at time of redemption to determine brand and specific features. H. Digital Camera ‐ Point and shoot camera with at least 10 megapixels. Employee will be contacted at time of redemption to determine brand and
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Milestones Employee Rewards Program
Merchandise Catalog
500 Points L.
M.
O.
N.
Q. P.
R.
S.
T.
specific features. I. Flip Video Ultra HD Camcorder ‐ Features Flip Video standard functions including simple user interface, flip‐out USB arm and much more. J. iPod Classic ‐ 120 GB, available in multiple colors: silver, black. K. iPod Touch ‐ 16 GB. L. Home Depot Gift Card ‐ $200 Value. M. Target Gift Card ‐ $200 Value. N. Cabela’s Gift Card ‐ $200 Value. O. Bass Pro Shops Gift Card ‐ $200 Value. P. Williams‐Sonoma Gift Card ‐ $200 Value. Q. Walmart Gift Card ‐ $200 Value. R. Macy’s Gift Card ‐ $200 Value. S. L.L. Bean Gift Card ‐ $200 Value. T. Coach Gift Card ‐ $200 Value.
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Merchandise Catalog
650 Points A.
B.
D.
E.
C.
A. iPod Touch ‐ 32 GB. B. 26” Flat Panel Television ‐ Employee will be contacted at time of redemption to determine brand and specific features. C. Southwest Gift Card ‐ $350 Value. D. Digital Camcorder ‐ Employee will be contacted at time of redemption to determine brand and specific features. E. Coach Gift Card ‐ $350 Value.
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Milestones Employee Rewards Program
Merchandise Catalog
650 Points F.
G.
H.
I.
J.
K.
L.
F. L.L. Bean Gift Card ‐ $350 Value. G. Target Gift Card ‐ $350 Value. H. Walmart Gift Card ‐ $350 Value. I. Crate & Barrel Gift Card ‐ $350 Value. J. Home Depot Gift Card ‐ $350 Value. K. Cabela’s Gift Card ‐ $350 Value. L. Pottery Barn Gift Card ‐ $350 Value.
Milestones Employee Rewards Program
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Merchandise Catalog
750 Points B.
A.
C.
D.
E.
A. Digital SLR Camera ‐ SLR camera with interchangeable lenses. Employee will be contacted at time of redemption to determine brand and specific features. B. Home Depot Gift Card ‐ $500 Value. C. Walmart Gift Card ‐ $500 Value. D. Target Gift Card ‐ $500 Value. E. Cabela’s Gift Card ‐ $500 Value.
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Milestones Employee Rewards Program
Merchandise Catalog
1000 Points B.
A.
C.
D.
A. Laptop Computer ‐ 15 inch screen, minimum. Employee will be contacted at time of redemption to determine brand and specific features. B. 42” Flat Panel Television ‐ Employee will be contacted at time of redemption to determine brand and specific features. C. Bose 3‐2‐1 Entertainment Center ‐ Complete compact home theater system. D. Southwest Airlines Gift Card ‐ $750 Value.
Milestones Employee Rewards Program
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