"What makes me proud is the ability to turn challenges at work into positive and memorable experiences for residents.”

Trinh Ngoc Lan, Value Added Services Manager at Savills Property Management HCMC, captures the spirit of the Resident Solution team she leads, redefining the meaning of added value in property management."

From asset to experience management

Before joining Savills, Lan worked for a developer, managing commercial amenities. This role helped her realise that a property’s value lies not only in its physical structure but also in how residents feel and connect with the place where they live and work.

From this perspective, ‘added value’ is not just a number; it is the experience created every day through the team’s dedication and adaptability in handling real situations.

Lan shares, “Every piece of feedback from residents, no matter how small, is a chance for us to understand their real needs better. Processes are necessary, but empathy is what truly makes the difference.”

Experience begins with empathy

As the leader of the Resident Solution team, Lan interacts daily with the resident community. She emphasises, “Resident Solution is not just a department that responds to requests; we are active partners. We always ask ourselves how to make residents’ living experiences more fulfilling.”

In many projects, the Resident Solution team has actively implemented small yet powerful improvements, from personalising maintenance services or introducing practical initiatives that make residents feel genuinely cared for.

From this mindset, many initiatives have been developed, such as tailored maintenance offers and solutions that make it easier for residents to access property management services. These changes may seem minor, but they help residents feel understood, supported, and cared for with sincerity.

Adapting to a new generation of residents

With changes in policy and growing awareness of quality environments, residents’ demands are also evolving.

According to Lan, today’s residents no longer just look for a place to stay. They seek a well-rounded living experience where health, environment, and community connection are valued.

“Recently, residents have become more concerned about green spaces, whether their children have safe areas to play, or whether waste is sorted properly. These small details reflect a bigger desire for a modern, sustainable, and humane living environment.”

To meet these changes, Savills Resident Solution team are innovative, from digitalising resident services on smart platforms to integrating ESG principles into operations, making it easier for residents to engage and co-create a sustainable community.

Practical Advice for Growth

To truly deliver added value to residents, Lan believes that three core qualities should be nurtured in every professional: dedication, flexibility, and sensitivity.

• Dedication: Putting residents at the centre of every decision and action.
• Flexibility: Adapting to each situation and individual, finding the most suitable solution.
• Compassion: Ensuring even the smallest interactions reflect genuine care and professionalism.

“These values cannot be taught through procedures or operational guidelines. They are developed through observing, listening, and empathising with the community we serve. That is the career spirit we always strive to follow.”

We wish Lan and the Resident Solution team continued passion and energy in spreading positive values and creating better daily living experiences for the resident community.

About Humans of Property Management

Humans of Property Management is a content series by Savills that records the sharing of the people behind property management work - from technicians, operations staff, accountants, and customer service officers to strategic consultants.

Through in-depth conversations, Savills aims to provide a close and authentic perspective on property management, a job that requires multidisciplinary knowledge, adaptability, and a resilient service mindset while spreading professional insights and inspiration to those pursuing this challenging and meaningful career.

Learn more about our Property Management Service.