At this year’s premier MHI Conference, Congress & Expo, with nearly 1,500 people in attendance. Roots Management Group President and CEO Tom Stapley delivered a message to a packed ballroom that explains exactly where Roots was when we started, what we've learned and where we are now. "It's a story that hasn't been told to a large audience, and we're proud of what we've learned, built upon and are living every day." says Stapley who in his presentation "Building Success Together, Creating Thriving Communities through Culture and Connections" really emphasizes how we live every day at Roots. Roots truly is a people first company, and we've learned that when we take care of people, success follows.
Sucess: It Starts from Within
One of the most powerful takeaways from Tom’s talk was a simple question: Who is your customer?
At Roots, we believe every team member, whether on the front lines or in a back-office support role has a customer. Sometimes that’s an external resident or partner. Other times, it’s a fellow employee. This belief, inspired by industry leaders like Ritz-Carlton’s Horst Schulze, drives our culture of support.
“Everyone within your organization has an effect on the outside customer. The frontline needs the support of everyone within the organization.”
— Horst Schulze, CEO, Ritz-Carlton
For us, Community Managers (CMs) are at the heart of that frontline. They are our internal customers—and supporting them is our priority.
Strategy #1: Listen Deeply, Act Boldly
Roots uses eNPS (employee Net Promoter Score) to measure team member satisfaction, especially among CMs. This isn’t a box-checking exercise—it’s a conversation. When CMs speak up, we listen.
Their honest feedback has shaped real change across the company, from streamlining approval processes to enhancing communication from corporate departments.
But we don’t stop at listening. We act. Because at Roots, feedback is fuel for growth.
Strategy #2: Invest in Learning and Development
We’re not just building communities, we’re building people.
Roots has made a significant investment in training, mentorship, and development for our team members, especially Community Managers. Whether it’s our flexible e-learning platform, hands-on live training, or the in-person energy of our Summit event, we aim to educate and empower.
CMs gain the tools they need to lead confidently and effectively. And our mentor program ensures no one walks the path alone. Pairing seasoned leaders with new managers to pass down knowledge, culture, and support.
“I felt educated, respected, and informed when I left. It was a truly fun experience.”
— Community Manager feedback from SUMMIT training
Strategy #3: Create Space for Collaboration
We don’t believe in silos. Our Quarterly Business Reviews bring together department heads, leasing teams, CapEx teams, and Community Managers to collaborate around specific properties.
These reviews allow us to get real about what’s working, what’s not, and how we can solve problems together. Every voice is heard. Every perspective matters. Every plan is action oriented.
This level of transparency and alignment ensures that our CMs don’t just survive under pressure—they thrive with purpose.
A People-First Company in Action
What sets Roots Management Group apart isn’t just our business model—it’s our mindset. We know that spreadsheets don’t solve problems; people do. And when people feel seen, supported, and empowered, they build communities where others can flourish too.
Tom Stapley’s leadership echoes this belief. His keynote wasn’t about numbers or metrics—it was about people. About connection. About trust.
At Roots, we don’t just say “people first.”
We build everything around it.