the largest portion of both our costs and our revenue. That tells you everything you need to know about where value is created.” While technology continues to reshape operational workflows, Feldman cautions against viewing it as a substitute for people. “It may be trendy to say tech, tech, tech,” he says. “Technology matters, but it matters most when it supports our people and makes their work easier and more fulfilling.” TECHNOLOGY THAT SERVES, NOT REPLACES At Choice NY, technology is treated as an enabler rather than a centerpiece. The company focuses on tools that improve efficiency, reduce administrative friction, and enhance communication for both employees and residents. “We look at technology in two buckets,” Feldman explains.“One is how it supports our employees, and the other is how it improves the experience of our resident customers.” create growth opportunities, Feldman notes that long-term success depends far more on retention than acquisition. “We have been fortunate to maintain a very high retention rate,” he adds. “That is really the direct result of doing a good job.” PEOPLE ARE THE CORE PRODUCT Ask Feldman what truly differentiates Choice NY, and the answer comes without hesitation. “The number one thing is our people,” he says.“Great people make everything easier.” In an industry where labor is both the most significant expense and the most critical asset, Choice NY leans unapologetically into human capital. Feldman notes that the vast majority of company spending is directed toward payroll, reflecting the labour-intensive nature of property management and staffing services. “Our people are our services,” he explains.“When you account for payroll, benefits, and burden, it represents 175 BUSINESS VIEW MAGAZINE VOLUME 13, ISSUE 01 CHOICE NEW YORK COMPANIES
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