Page 8 - The Playbook

Setting the BAR –

Managing expectations is the root of our successes. After all – if we’re not on the same page
with regard to what we both hope to capture from this relationship, how can we succeed? We
anticipate that its your goal to get the most possible revenue out of your rental property, while
maintaining the property to an appropriate level in hopes of maximizing future returns. Our
hope is to establish a respectable reputation among the rental community, to establish trust
both in our tenants and clients, and to generally be good people through our business ventures.
Obviously, any business needs to generate revenue and we do that at your expense. You need
to generate revenue to achieve a desired return on your property and you do that at our
expense (through service). Our successes and failures are mutual.
In order to attain these goals – what should we expect of one another? This is, obviously, a
moving target answer and hard to narrow down to certain particulars. But, we will try to
establish some ground work here!

Expectations of the TEAM

Honesty. Pure and simple. We say we want to earn your trust and we mean it. We intend to do
it by being honest…sometimes brutally so, as it pertains to maintenance of your property. But,
you should always expect to catch it straight from our team members.
Communicate. Communicate. Communicate a little bit more. We don’t always need to hear
back from you – though there are specific times when we do. Our goal is to keep you in the loop
and minimize surprises. If you are surprised, then we failed and you should let us know. That’s
not to say there won’t be surprising things – we can’t predict plumbing failures or maintenance
emergencies. But, we can control how those things are handled, how you can expect to hear
from us and when, and what the response will be.

Inspections – we’re here to look after your property. We’re going to check on things and we’re
going to tell you what’s going on with your property. EVEN when things are good! And that’s
good!

You should expect that we have your Best Interests in mind when offering you advice,
expectations for repair and steps for remedy to issues. Our business revolves around tenants,
but the power to keep us involved rests with you. So, we know who we’re working for.
Expectations of the OWNER –

The biggest thing we need from you is to be responsive. We’ll set more details regarding some
timing expectations in the paragraphs to follow, but most important is that if we don’t hear
from you, we have nothing else to go on except instinct. We will certainly reciprocate your
responsiveness, but we need to make sure we hear from you in a timely manner.

Maintenance – we need you to make the investment in maintaining your property. Seldom is
the impression of our tenants that they receive poor service or expectations from the owners
of their property – our name is on the line here. When your tenants make maintenance