In the Common Interest II (Hardcover)

Embracing Five Star Customer Service

By John Carona

Greenleaf Book Group Press, 9781626344624, 264pp.

Publication Date: October 16, 2018

List Price: 22.95*
* Individual store prices may vary.


How can your organization get Five Star reviews, from clients and employees?

In 1979 John Carona founded Associa, a community association management company, with only one client. Under his leadership, Associa has evolved into the largest and most successful management company in North America.

In his second book, In the Common Interest II: Embracing Five Star Customer Service, Carona shares the secrets of his success for those in the community management industry and any leader interested in the "how" of building a successful service business. Customer service is at the heart of his philosophy, guiding his employees in every action, communication, process, and relationship. It permeates every aspect of his company, from employee culture to client relationships.

Carona does not brag about his success; he genuinely wants to help others create their own successes. He shares the details of his approach: Associa's mission statement, four pillars, and five core values, as the tools for implementing his Five Star Customer Service Model. Each chapter includes easy-to-understand explanations of these tenets, a "Service in Action" case study, and self-assessment questions that readers can use to guide their own organizational development.

​You will walk away with a thorough understanding of the importance of customer service and how to implement similar policies and practices to help your own organization be the best it can be.

About the Author

John Carona is the founder and CEO of Associa, the industry's largest community management company. His vast experience and industry expertise encompass all aspects of residential real estate, including the development, leasing, management, and maintenance of single- and multi- family communities. For more than 40 years, Associa has been an industry-leading innovator that has provided solutions designed to help communities thrive and achieve their vision. Under Mr. Carona's leadership, Associa achieved the Best Place to Work certification from Great Place to Work(R) and was named one of Dallas/Fort Worth's Best and Brightest Companies to Work For(R). Mr. Carona has been a dedicated public servant, serving five terms in the Texas Senate and three in the Texas House of Representatives. He has been honored for his continued dedication to important issues, including public education, criminal justice, and economic development. He has been named "Champion of Free Enterprise," "Crime Fighter of the Year," and "Most Valuable Player--Texas Senate" as well as one of Texas' "Ten Best Legislators." Mr. Carona has an unmatched business sense and leadership ability that allows him to constantly evolve and revolutionize the ever-changing community management business. While running a growing global business, contributing to several charitable organizations as well as operating his own nonprofit charity, Associa Cares, and authoring several books, Mr. Carona remains family-focused. Born and reared in Texas, he graduated from The University of Texas at Austin and now resides in Dallas with his wife, Helen. He is the loving father of five children and has eight grandchildren. An avid art collector, he enjoys traveling with his family, ranching, and hunting.