What Great Looks Like
This is the difference between “good enough” and operational excellence.
What is consistency?
Police visits, resident fights, and injuries are all examples of this.
What are incidents requiring reports?
A vacant home sitting untouched costs the community this.
What is money/revenue/occupancy?
This time of day often creates the best exterior home photos.
What is golden hour?
This should happen before escalating most problems to corporate.
What is attempting to solve it?
True or False:
Speed and quality cannot coexist.
What is FALSE
True or False:
Incident reports should include your opinion about whether the resident was lying.
What is FALSE
Walls, appliances, and flooring are three examples of things you should capture during one of these.
What is a move-out inspection?
Trash piles, dirty dishes, and toilet lids left open should never appear in these.
What are listing photos?
True or False:
Hiring a vendor means the project is being managed.
What is FALSE?
This leadership concept asks:
“Who do I want to become?” instead of “What do I need to do?”
What is identity-based leadership?
What are the 4 major factual elements every report should include?
What is Who / What / When / Where?
True or False:
You should wait several days before documenting move-out damages.
What is FALSE?
True or False:
A cluttered community impacts sales traffic.
What is TRUE?
When managers immediately push every problem upward, they weaken this.
What is their authority?
The best operators don’t wait for motivation to do this every single day.
What is consistency?
This should happen immediately after documenting damage.
What is taking/uploading photos?
This system should contain all move-out documentation.
What is Rent Manager?
This is what we are actually selling besides the home itself?
What is a lifestyle/feeling/community?
Residents bypassing site teams damages this.
What is CM authority/leadership presence?
When something goes wrong, great managers focus on this instead of blame.
What is ownership?
These two things turn an incident report from “a story” into evidence.
What are photos and witness statements?
The faster this process moves, the fewer days a home sits vacant losing money.
What is the make-ready process?
This is the next step AFTER sufficient ESA documentation is received.
What is the Regional Manager issuing a decision (approval or denial) within about 10 days using the appropriate letter?
Calling the vendor, documenting the issue, and proposing a solution are all examples of this before escalation.
What is ownership?