Property Management Success
00:31:48 · Casey Howe
[00:31:48] S2: 100%. 100%. There's a there's a Harvard Business uh review article I read in like those top 10 books you pick up at the airport, and it was titled something like Manage Your Energy, Not Your Time. And that was a really big um realization for me this year, which is if you're doing a hundred things in a day and then you've got like this really important call late in the day, like it's not gonna be effective, but you can actually be a better leader. Maybe you go for a run in the morning and then you know, read a little bit of a book about how to build a better company, and then you do like some really important call with your largest client or something, you're gonna be in like a really good place with that client. You're gonna probably pick up some things that you can do better for that client that you might not have been into if your brain was all over the place. So the two aren't mutually exclusive. I think you can sort of um do fewer things, but make the impact more meaningful at the same time. The other thing I'd say is it's playing off your first thought, which it's really interesting to me. Um, I think people that have a propensity to not elevate and delegate are, we all have this suspicion that we're better at things than we actually are, and that other people cannot be as good at things as we are. Like it's that that's an error, I think, in all of us. It's because it's scary to say, like, how am I gonna get a how am I gonna train this business development rep to be good at sales? Like I'm really good at sales. Well, I'm not as good at sales as I think I am, and he could probably be better than I I think he would be, right? So that's that's this thing. I think once you can get over that, you realize there's these opportunities where it's like, oh, wait a minute. Maybe I'm not the most patient person with clients. You know what I mean? There's there probably is someone that can do that better than me. Um, so it's hard to get over, but you need to.
00:33:29 · Tony Cline
[00:33:29] S0: Yeah. You when you were talking about the the debate of people versus process or systems, you know, I I know companies that operated up to 300 doors with zero documented processes. They had their policies of what we do, why we do it. And and I think a lot of times when I if if I were a business owner and I was and I thought I know better than anybody else I could possibly bring into the team, then I create that structure of I'm the genius with a bunch of assistants. So I'm gonna create a bunch of checklists and I'm gonna create a bunch of box checkers on my team. They they check the box, they go to the next box, and you either create box checkers or you create intellectual problem solvers. Yep. And so you sometimes when we get so structured in this, we do this step and this step, and we give them 47 steps. If they get halfway through it and and it doesn't flow directly to the next box, they don't know what to do. We've created uh we've we disempowered. I don't know if that's the word. Yeah, I know. We've weakened their their ability to problem solve and to go around. And instead of saying, this is the outcome we're trying to achieve, use your brain and be smart and use the intelligence that you came on board with to solve those. We we create this box checker mentality where now I am creating a system where I have to stay involved because when things don't go just like it's supposed to, I have to be around, answer questions, put out fires, and beat my chest saying, look how important I am.
00:35:01 · Casey Howe
[00:35:01] S2: I couldn't agree more. And Tony, one of our core values is iterate and improve. It's it's uh it's probably the one I mentioned the most. And I think if you're sort of top-downing process, even with feedback, you're hindering an ability to iterate and improve on processes. And so an example of that is you know, we use Monday.com, we like Monday.com for for a lot of our processes. My renewal reps are responsible for renewing leases, obviously. They're not, it's not all they do, but one of the things they do is renewals. And and one of them just started using the technology within AppFolio, which we switched to this year, the Realm X or whatever. And like they realize there's like a way more efficient way to reach out to all of our people that are up for renewals by just leveraging this new solution in AppFolio. If we had this like documented process, it's like you have to do Monday and then do this and then do that. You know, they may not have realized that. And that's just one example. I mean, there's a balance here, right? You you can't have everyone kind of off doing their own thing, or you won't be able to pull good reports or things like that. But like you certainly, I think, want people to feel like, all right, if I own the result, how can I make this that people want the same thing we want. They want to do the most work in the least amount of time and they want to do a good job. And if and and if we tell them how to do that at times, that's that's counterproductive, I think.
00:36:11 · Tony Cline
[00:36:11] S0: Yeah, I always say that is as a business owner, you own the policy. And I people remember things a lot more through storytelling than facts and figures. So our structure is we it's sort of sports-based, sports analogy, but we we come up with the the rule book. So those are rule books are policies. This is how we win the game of property management at whatever company we're working with. And and the policies are set by the franchise owner, the you know, the sports team owner, uh, and so the owner of the property management business. And then the the plays that get executed, we have the team that is on the front line help us draw up the plays that we need to execute to adhere to or uphold the policies or the rules. And so we empower them to come to us and use their intelligence and say this is what we should be doing to adhere to or uphold those policies. And then, of course, we have veto power to rearrange the order of things or whatever, but people support what they help create. And so if you give them the ability to help create it versus saying, I worked on this for four months and congratulations, I'm shoving it down your throat. You know, you're you're gonna get a much better result if they're helping you build the thing. And like you said, you have people on your team that are better at certain things than what you are or what you think they are.
00:37:30 · Casey Howe
[00:37:30] S2: Yeah. Yeah, a hundred percent. And there's a little chicken and egg situation there too, where you you get, you know, I I think a lot of times people are, you know, we have very low employee turnover. And so because of that, we're able to lean on the people a little bit more than if we had like everyone was turning over once every two months, like you'd have to just have a checklist that everyone followed exactly the same way. And so those might be, by the way, a little chicken and egg where it's like if all you're doing is bringing employees in and saying, do this exact checklist, you don't have any, you don't own the results, or you're not responsible for you know using your head, that would be a very monotonous job, and they're probably going to turn over. And so you're in, you're kind of in this thing, and and it's not the only thing to do for employee retention, but I think when you have employees that feel engaged, feel like they can feed into the process and see how that process uh fits into the overall goal of the company or mission of the company, I think you're setting yourself up for um for higher employee satisfaction and retention.
00:38:26 · Tony Cline, Casey Howe
[00:38:26] S0: Right. Yeah. So that reduces churn, uh, employee churn. You know, I always say when we when we assign uh tasks to somebody or we we give somebody something that is part of their job description, they they need to have the ownership of the outcome, the authority to make decisions and the autonomy to operate without waiting for somebody else to interfere or approve. And if you can do that, you're gonna create a job where people do feel empowered, they do feel important, they do feel like they make a difference, and they feel like they're a part of something. And so they're gonna stick around much longer. So if you're having a churn problem, it's probably because you have an over control problem as well. [00:39:08] S2: Could be. Yeah, absolutely could be, a hundred percent. And I think the other thing in there is is letting is being okay with mistakes. You know, there's there's different levels of delegation, right? I mean, there's you're not gonna delegate a, you know, if if you do this wrong on your first try, this building's gonna catch on fire. Like, right? But I mean, there are there are mistakes that are acceptable. And so letting employees take a shot at a response to a client about a question they've not had before, I'd rather have them mess up and learn and and things like that than just have sort of these canned responses that they need to send out and stuff like that. So I think you know, being compassionate when mistakes are made can be really uh beneficial too.