Listening to Your Customer Creates Innovation.

Sometimes the most powerful innovations begin with a simple conversation.

Recently, we had the opportunity to sit down with a licensed condominium manager who raised a concern we don’t hear often enough—not about fire systems, not about building compliance, but about her residents.

She told us: "My staff are trained. We have emergency plans. But what about the residents? They’re the ones pulling out their phones, watching CP24 during extreme weather warnings, or confused when fire alarms go off. They’re anxious. They want answers. What can we do for them?"

This moment of leadership—listening to the concerns of her residents—sparked something important. And from that conversation came a truly innovative approach.

A Resident-Focused Emergency Plan: A First in Condo Communities

In partnership with her and her team, National Life Safety Group created a comprehensive emergency management program tailored not only to the building staff and the corporation, but also to the residents themselves.

Yes, the building received:

• A full emergency management plan covering the corporation, the manager, the superintendent, concierge, security and cleaning teams.

• Clear roles, responsibilities, and checklists for before, during, and after emergencies.

But what made this project unique—and arguably a new best practice in the condo sector—was the creation of a Resident Emergency Guide.

This document answered key questions from residents:

• What do I do if the fire alarm goes off?

• Where do I go during a power outage?

• What happens during a tornado watch or warning?

• What should I do before first responders arrive?

• Who should I notify after an emergency?

The guide was delivered to every resident in the building.

It was clear. It was practical. And it was empowering.

The response? Overwhelmingly positive. Residents appreciated the proactive communication. They felt safer. They felt included. And perhaps most importantly, they felt seen.

Why This Matters for Every Condominium Board of Directors

This story is not just about one building—it’s about what’s possible when Boards and Managers choose to go beyond minimum compliance and invest in real preparedness.

Emergency planning is not a checkbox. It’s a living system that connects every stakeholder:

• The Corporation: The ultimate responsibility for compliance with provincial legislation, risk management, and resident safety lies with the Corporation.  While your Licensed Condominium Manager, Superintendent, and Security personnel execute day-to-day duties, it is the Corporation that is legally accountable for maintaining compliance across a growing list of regulations.   This kind of planning demonstrates due diligence, risk mitigation, and strong leadership.

• Condominium Managers: You already juggle operations, compliance, and crisis response. A tailored emergency plan gives you structure, clarity, and peace of mind.

• Onsite Staff (Superintendents, Concierge, Cleaning, Security): They need quick-reference procedures and defined roles in high-stress moments. This plan delivers exactly that.

• Residents: They are the largest, and most often overlooked, stakeholder group. Educated residents saves lives, minimize false alarms, and improve building-wide safety culture.

Listening Drives Leadership

What this condominium manager did—listening, responding, and acting—should be celebrated.

She didn’t just ask for a plan; she asked for a solution that included everyone.

At National Life Safety Group, we were honoured to work with her and deliver something we believe should become the new standard in residential high-rise safety.

If you are a Board Member reading this, ask yourself:

“Do our residents know what to do in an emergency?”

If the answer is uncertain, perhaps it’s time for your Corporation to join the growing number of buildings investing in whole-community emergency preparedness.

Innovation begins with listening. Leadership follows with action.

Let’s build safer buildings—together.

To learn more about Resident Emergency Guides and custom condo preparedness planning, connect with National Life Safety Group today.