I read recently that the prospect is likely to be 57% of the way through the buying cycle before ever engaging with a human being.  With our industry embracing the Internet of Things, add to that the online application process, docusign for executing the lease, portal payment and work order submission, an increase in texting and emailing, decreasing package acceptance, and our customer sees the office staff less and less.  The service team – the maintenance team – is more and more the face of the community to our customers.