Page 10 - NestPM_ThePlaybookWeb

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 request, we need to make sure things are fixed. And
– you’ll hear this later, too – but, if its there, it HAS to work. At a minimum it has to
work to its manufacturer’s expectations.

10 NEST PROPERTY MANAGEMENT | THE PLAYBOOK