The Biggest Lesson I Learned as an Estate Manager
I haven’t told many people this, but I was fired TWICE in estate manager roles. OUCH!
After building a successful 25-year career as a landscape designer and contractor with a long list of clients who ranked as some of the wealthiest people in the world, I stepped into an EM role for the first time.
An EM role was the best way to focus my passions, talents and future goals towards one family. And I wanted to focus somewhere that allowed me to work with the best in the world – principals, staff and contractors – as well as the opportunity to work at some of the world’s most amazing estates.
I wanted to work with movers and shakers to make a difference, and I did all that for sure, but leaving the landscape industry and entering estate management felt like I stepped off a cliff into the abyss.
From that first day as an estate manager, I realized I no longer had the trust or autonomy that I had earned all those years in the landscape profession. Truly, the housekeeper had more clout than I did.
I now understand that life had other plans for me.
Fast forward five years to today…
I find myself in a truly unique role. Not anything that I ever ever dreamt of.
I’m now connected to people all over the world who understand what it feels like to miss holidays with family, who can’t take the weekend off when they feel depleted, and who stay in their roles because they believe that high-level service is their gift. These are the people who understand what it feels like to go home at the end of a long day and not be able to share their daily challenges with anyone. And if they could, no one would understand.
These unique “teaching moments” (hang on for the details) provided me with endless understanding about the ‘crazy’ that you all manage every day. Because really,
Who can relate to the challenges of hosting a global rockstar?
Who can understand that running out of black/brown Bobbi Brown mascara constitutes a “drop everything” emergency?
How can anyone understand that you just spent $400 to overnight a $25 case of Charmin Ultra Soft toilet paper to the UK?
These surreal experiences were my everyday norm.
So, why was I fired?
Well, in my first role, I brought to light some “issues” that weren’t quite right —to the HR department. Overnight, I became a liability.
In my second role, I had hired and trained the right staff, corrected mechanical issues and prevented system failures, created a collaborative team and developed a system (an early version of my How to Manage a Mansion™ System where I could stay ahead of the game and hold my staff accountable for their responsibilities.
But even after a four-figure year end bonus, I was fired without notice only three months later because the principal felt I was no longer needed. Another OUCH!
Why would I share these experiences since they truly aren’t selling points for getting organized, being proactive and creating a digital house manual?
Back then, I could have never talked about or had the platform to share my pain points and hard learning experiences where I could make a difference in an entire industry. I can now shine a light on areas for improvement in this industry that other estate managers can’t say, or simply don’t have the time or focus.
It took me a long time to realize that what this industry values (in this “say yes” culture), isn’t what other industries value. I didn’t understand why strategic thinking, hiring and training the best staff and contractors, and providing them with the best resources wasn’t everyone’s goal.
I eventually came to understand that there’s much work to be done in this industry.
COVID allowed us to step off the hamster wheel, connect with others and to think more strategically about our work, our life, our gift and our industry.
Paired with the #MeToo movement, the #GreatResignation, Jeffrey Epstein’s house manager’s testimony, and now seeing the utter disregard for non-disclosure agreements by staff during the Johnny Depp trial, these should have us all wondering what’s next in our industry. I believe we’re in a pivotal moment.
What I learned as an Estate Manager…
Was that it wasn’t my gift. But I now have the unique experiences, perspective and connections to be a small part of this pivot. But it was through those challenging experiences, I discovered my true calling.
This is my “Why.”
To support private service professionals who are in the trenches every day providing world class service.
Thanks to everyone who continues to reach out and share their stories (without breaching their non-disclosure agreements).
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I hope this is helpful information. If there’s a way I can help you provide a higher level of world class service, please reach out. I’d love to hear from you.
You’ve got this!
xo
Kelly
