At Deveraux Group of Companies, approachability is key – even for the CEO

A few weeks ago, Denis Jones received an email. It was from a resident with a complaint about an issue in their rental unit. Within an hour, Dr. Jones replied with suggestions on how the issue could be resolved. He then followed it up with a call to the resident the next day.

“His problem went from major to minor,” says Dr. Jones, president and CEO of Deveraux Group of Companies, based in Western Canada. “We found a solution very easily, and now have a very happy client, who as long as he’s renting, is probably going to rent with us.”

This personal touch and attention to detail might seem surprising considering the scale of Dr. Jones’ operation: Deveraux Group designs, builds and manages apartment communities in major Canadian cities like Calgary, Edmonton, Winnipeg and Regina.

To date, the company has built 37 communities comprised of more than 6,000 rental units, with a further 3,800 in development. With more than 6,000 units under management, Deveraux apartment communities are home to well over 15,000 people. Deveraux Group’s entire portfolio also includes coffee shops, daycares, equipment rental, a lumber yard and a building supply company.

Dr. Jones has a distinct philosophy when it comes to the apartments that Deveraux builds. “I had a vision of creating rental communities in Canada that are different from anything we’ve had before,” he says. “We want people to feel that these are their homes.”

Designed with a “people-first” philosophy, Deveraux apartment buildings boast a wealth of amenities: swimming pools and barbecue areas, fitness centres, golf simulators, gathering areas, dog parks, cafes and on-site daycares.

“And then we activate them,” says Dr. Jones. “We have events like watch parties, live music, coffee mornings, poolside barbecues in the summer, book clubs and dog walks, where people can get together and build community.”

Dr. Jones built Deveraux Group from the ground up. A pulmonary critical care specialist by training, he grew the business during his off weeks from the ICU, only retiring from medicine five years ago. He began by flipping small homes before moving into apartment ownership and steadily expanding from there.

“As much as I loved medicine, it was a job. But Deveraux is my passion. I wake up in the morning excited to see what we’re going to do today,” says Dr. Jones, who grew up in a construction family in his native South Africa. “I want to see communities being built, I want to walk into our clubhouses and see the golf simulators being used by our tenants or go into the on-site daycares and see moms and dads dropping off their kids in the morning.”

Dr. Jones’ management style is designed to ensure that each of Deveraux’s 400-plus employees feel that same sense of passion for the business.

“Our culture is built on people owning what they do. We want team members to feel that Deveraux is their company, that the communities we build and the residents we support are as much their vision as they are mine,” he says. “When people buy into the fact that they are part of creating the vision, that drives ownership, productivity and continuous improvement.”

In practice, this means inviting team members to join him on construction site and community walkthroughs and making his cellphone number readily available to the entire team. When someone has an issue or an idea, they’re not phoning up the CEO of the company: they’re calling Denis, someone they know personally.

“Employees know me as Denis, they know me as someone who cares deeply about the issues they’re having,” says Dr. Jones. “I try and always start by saying, ‘What can I do to help you? Where can I weigh in to make your life easier?’”

That flat management structure and accessibility are key, he says.

“You’ve got to walk the walk. If you want to sit in the ivory tower and try to manage the company, you’re never going to have that culture. You’ve got to get your hands dirty.”

Dr. Jones is also a big believer in continuous improvement, starting every design project by looking at what worked – or didn’t work – in the previous community, and trying to improve on it. A thousand small changes, from introducing smart thermostats to adding space for remote work to more pantry storage, can add up to a big leap, he says.

“That creates culture. When people really believe that you want to do better next time, that you’re interested in their feedback and you are willing to make those changes.” he says. “People embrace that.”

It’s an approach that’s been recognized by the wider business community. Deveraux Group of Companies received its first Canada’s Best Managed Companies designation eight years ago; this year, they’re in the Platinum category, sponsored by Deloitte and CIBC. The program recognizes excellence in private, Canadian-owned companies.

“My experience with CIBC has been exceptional,” says Dr. Jones of participating in the program. “Their team has been an invaluable partner and the CIBC and Deloitte coaches I met through Canada’s Best Managed Companies program offered insightful practical guidance that helped elevate our business.”

Justin Dickie, senior manager, commercial banking at CIBC, says that working with Dr. Jones and Deveraux Group as their banker and co-coach for the Canada’s Best Managed program has been both productive and enjoyable. “The team at Deveraux is highly professional, progressive in their approach and consistently open to new ideas,” he says. “Their dedication to continuous improvement and their focus on building strong partnerships have set them apart as an industry leader.”

According to Dr. Jones, Deveraux Group is just getting started. This year, they’re expanding into eastern Canada, with plans to grow into the U.S. within the next five years.

“I always say that I stopped working when I retired from medicine,” says Dr. Jones. “I love what I do. They’re probably going to drag me out on a stretcher one day, because I’m not going anywhere.”