👋 Join us for a special webinar Thursday, January 11th
Learn More

Latchel’s Leadership Principles

ethan-lieber-ceo-latchel
Ethan Lieber
April 26, 2018
latchel-leadership-principles

Latchel hires and trains employees based on our leadership values. I was a Bar Raiser at Amazon and believe Amazon’s leadership principles were a very important contributor to Amazon’s success. It’s important to get culture right from the beginning. I have adapted many of these principles from Amazon, adding my own twist and improvements. Below are the Latchel leadership principles that contribute to our rapid growth and productivity.

Customer Obsession
We aren’t just customer-centric, we are obsessed with our customers. We consider every user of Latchel’s services to be a customer. We want every user to have the best possible experience using our services and interacting with our employees.

Continuously Improve
You can’t get better by staying the same. There is always more to learn and grow as individuals and as a company. We constantly seek to understand why the industry works the way it does and how to make it work even better. We challenge ourselves to grow, even when it’s uncomfortable.

Eliminate Ambiguity
There is ambiguity around how to solve a problem until we have created a process for it. The reason a process works is because it eliminates ambiguity. For our users, ambiguity in our user experience creates frustration. How can we completely eliminate ambiguity? Don’t Make Me Think.

Bias for Action
We act quickly so we can learn quickly. We don’t waste precious time talking about hypotheticals when we can deliver now and discuss reality and ways to improve. We prototype our ideas and get real feedback. We don’t put off for later what can be resolved right now.

Deliver Results And Measure Results
We have a clear picture of what success looks like and we constantly measure our performance against our vision. We focus our energy on the real business measures that drive future success, not top-line vanity metrics looking at past success. A business without metrics is just a hobby.

Think Big
We have a bold vision for the future and take concrete steps today to achieve it. We inspire others with our vision and clear path to a better and brighter future.

Ownership
We are owners in the company’s success. We think beyond our role and act on behalf of the entire organization. No job is beneath us.

Challenge and Commit
As owners, we are obligated to voice our reservations when we feel uncomfortable with a plan. We don’t stand back and let bad decisions get made, we offer our beliefs, provide counter arguments such as anecdotes, data or our own values. We provide alternative options if possible, but know that simply sharing our discomfort and asking for confirmation from others is enough. We understand the difference between “one-way-door” decisions and reversible decisions. We argue our point and accept the outcome, even if we disagree. Once a decision has been made, we commit to it fully.

Vocally Self Critical
We aren’t afraid to own our shortcomings and mistakes. We make honest assessments of ourselves so we can improve as individuals and as a team.

Build Extraordinary Teams
We seek out and retain diverse talent with proven track records and high growth potential. We systematically engineer our teams to avoid groupthink. We are open and process-driven with hiring and promotion decisions, not political nor bureaucratic. We actively encourage people to move throughout the organization and take new roles that grow them. Everybody participates in the coaching and development of others, including peers, subordinates, and superiors.

Insist on the Highest Standards
“Good enough” isn’t good enough. We hold ourselves to a high performance bar and continuously raise that bar. This is reflected in all of our work, from the largest strategic initiative to the most detailed customer email copy. This allows us to demonstrate our commitment to high quality work for our customers.

Frugality
We test innovative solutions with small investments to prove our hypothesis before making large investments. Small budgets force us to think creatively and ultimately deliver more efficient solutions.

Earn Trust
We deliver results and prove ourselves to earn trust with our customers and peers. Nobody is entitled to another’s trust, we must work hard to earn it.

Ego is the Enemy
There is a difference between wanting to be great and wanting to do great things. Ego blinds us to reality and shelters us from the truth we need to see to improve. We run experiments to learn the truth, not to prove ourselves right. We are focused on the work and mastering our craft. We do not seek outside recognition to guide our behavior. Instead, we rely on our principles.

Share this
Related Posts

See why property managers love using Latchel

Unlock the Potential of Digital Insurance
Launch a tailored renter's insurance program

Sure provides tailored renter’s insurance that enables property managers, owners, and residents to protect their property, minimize risk, and experience the peace of mind that comes with the protection of your assets and business.

Most leases require renters insurance. So, we’ve partnered with Sure to provide that option for your residents. While residents aren’t required to use Sure to meet the renter’s insurance requirement, this is still a convenient option you can offer to your tenants. 

All services and products are provided by Sure, not Latchel subject to Sure’s terms and conditions.

Property Inspection Platform
Automate and Organize Inspections with RentCheck
check-mark-icon

Make Inspections Easier
RentCheck saves time by enabling residents to complete inspections on their own. Customization and automation ensure the job gets done.

check-mark-icon

Stop Wasting Time
Schedule inspections for all stages of the lease cycle at any cadence you choose. RentCheck handles the reminders.

check-mark-icon

Instantly Submit Work Orders
Take advantage of Latchel's integration with RentCheck to instantly submit a work order for any maintenance issues that pop up on an inspection.

check-mark-icon

Modernize Your Process
Easily compare new and existing inspection reports, side-by-side, and avoid security deposit disputes.

check-mark-icon

Prompt Routine Filter Changes and Resident Tasks
Schedule resident reminders to replace filters and other upkeep tasks over the course of the lease lifecycle.

To learn more about RentCheck, talk with a Latchel benefits expert today. All services and products are provided by RentCheck, not Latchel, and subject to RentCheck’s terms and conditions.

Affordable Pest Control

Access world class pest control for a fraction of the normal price. No need for new software or a complicated setup.

check-mark-icon

Easy Pest Control
Residents simply reach out to Cover Pest if there is a pest issue, and Cover Pest takes it from there.

check-mark-icon

Clarity on Who Pays the Bill
No more awkward conversations about who is responsible for the bill! With Cover Pest as a resident benefit, residents get pest control for covered pests without an additional cost.

check-mark-icon

Vendor Sourcing
No more sourcing for vendors! Cover Pest will source and coordinate with vendors for each pest control request

To learn more about Cover Pest, talk to a Latchel benefits specialist today.  All services and products are provided by Cover Pest, not Latchel, and subject to Cover Pest’s terms and conditions.

Air Filter Delivery Subscription

FilterTime is an air filter delivery service that makes it easy and convenient for residents to replace their air filters. FilterTime customers can protect their HVAC system, reduce dust and pollen, save money on energy costs, and more by leveraging this delivery service.

check-mark-icon

Reduce Labor for HVAC Issues
Filter delivery service results in a 38% reduction of total HVAC ticket requests.

check-mark-icon

Cost Savings on HVAC Repairs
Average HVAC repair costs have increased by 48.7% year over year. an air filter delivery subscription can cut costs up to $250-300 per property per year.

check-mark-icon

Energy Reduction
Filter delivery is saving residents $14.82 per month in energy costs.

How it works:

Choose from almost every size and type of air filter including custom-made sizes

Choose how often you want your filters delivered

smile-icon

 A box of brand new air filters delivered to your resident’s front door

To learn more about FilterTime, talk with a Latchel benefits specialist today. All services and products are provided by FilterTime, not Latchel subject to FilterTime’s terms and conditions.

Boost resident satisfaction and drive good resident behavior through a rewards, incentives, and credit building program
check-mark-icon

Drive On-Time Rent Payments
Piñata rewards renters for on-time rent payments through Piñata cash, and boosts renter's credit scores for online payments.

check-mark-icon

Boost Resident Satisfaction
$30 gift card to use at select brands and businesses, $25 restaurant card, 720 annual Piñata Cash to use on rewards, Early lease renewal gift.

check-mark-icon

Attract and Retain Renters
2 out of 3 renters prefer properties with rent reporting. Plus, residents get incentives for early lease renewals.

check-mark-icon

Rewards Residents Love
Residents can use Piñata Cash on brands they know and love, such as: Starbucks, Amazon, Sephora, Lego, Target, Walmart, Home Depot, Lowes, Doordash, Best Buy, and many more!

Piñata Cash

Residents easily earn Piñata Cash any day of the month by doing things like taking surveys, referring friends, or trying out new products.

Residents also get access to big-ticket giveaways, limited drops and super surges!

And, with exclusive access to our marketplace with over 300,000 deals, residents can squirrel away up to $4,500 annually.

To learn more about Piñata, talk with a member of our benefits team today. All services and products are provided by Piñata, not Latchel subject to Piñata’s terms and conditions.

Master Liability Insurance

Now you have one less thing to worry about with a Master Liability Policy through Obie.

check-mark-icon

Affordable Coverage
Affordable policies available with liability coverage starting at $100,000 and up to $300,000 to meet any property manager insurance requirements.

check-mark-icon

Stay 100% Compliant
Master policy provides $100,000 for management companies and owners by ensuring 100% of occupied homes and units are covered for property damage liability issues relating to resident negligence.

check-mark-icon

Peace of Mind
Liability coverages include perils such as fire, smoke, water, explosion, overflow of sewer, and many others that provide coverage for damages you (the resident) may cause to your unit or home

check-mark-icon

Personal Liability
Personal liability coverage is automatically include to protect you against claims where you may be considered legally liable. (Bodily injury claims, dog bite claims, and more)

check-mark-icon

Additional Coverages
Additional/expanded coverages are also available. (Pet damage, identity fraud, theft/vandalism, and more are available!)

All services and products are provided through Obie and are subject to Obie’s terms and conditions.

👋 Join us for a special webinar Thursday, January 11th