Peter Lohmann's Podcast
00:13:17 · Matt Luke, Peter Lohmann
[00:13:17] S1: Okay. Our... We call her our remote team member. [00:13:22] S0: So you know. Okay. I'm really interested in this part of it. I bet a lot of listeners are too because there's all this talk about AI, but very few property managers actually have it deployed in their business the way that you just described. So I just wanna ask some follow-up questions. So... And let's stick with leasing for a second. So they Mhmm. They talked to Serena, and Serena is presumably plugged in somehow to Show Mojo or AppFolio. So Serena knows your currently listed properties, the rent amounts, your policies, all that? [00:13:50] S1: Yep. So she's connected to both, so she can pull information from AppFolio. They also have a knowledge based section that we can continue to fill out. So if there's questions she can't answer, we'll get a prompt so that we can answer that question for the next time. [00:14:04] S0: So she's ready [00:14:06] S1: to answer that for the next person calling in. And then she asked, she can schedule showings. She can answer questions. She... And then they actually follow-up with text and email thread afterwards. So if the if the potential tenant wants to continue the conversation through text or email, it will automatic... The AI will automatically do that. [00:14:25] S0: So the AI will will continue the conversation on your behalf through text or email? [00:14:30] S1: Correct. Wow. And if she really gets stumped, then they will forward the call to me. [00:14:36] S0: Got it. And how many calls a week would you say the leasing Serena is handling?
00:14:36 · Peter Lohmann, Matt Luke
[00:14:36] S0: Got it. And how many calls a week would you say the leasing Serena is handling? [00:14:45] S1: Oh, probably a 100 Wow. In that range. Yeah. [00:14:50] S0: Okay. So pretty significant [00:14:51] S1: five to 10 a day. [00:14:53] S0: Yeah. Yeah. And are you... Does it seem like people are receptive? Like, do people get angry and hang up? Or, like [00:15:00] S1: Yeah. So you can listen to all the phone calls [00:15:02] S0: Yeah. [00:15:02] S1: And it will escalate if they feel like the AI isn't able to handle the call. Many of the people will not even know it's AI. There are some who say, talk to agent. Talk to person. Representative. Yep. And then it will forward over. But it still does take a lot of effort off of my plate, a lot of time. I used to use a call center to take the showing calls and that had mixed reviews. And from what I can tell, listening to the phone calls, this has a little... Has a higher review rating than the call center. [00:15:35] S0: Unbelievable. Okay. So maintenance, so same system haven dot a I, but maintenance. Still Serena? [00:15:43] S1: Nope. Now Max. [00:15:44] S0: Oh, excuse me. Yep. Max didn't didn't mean to, you know, forget about Max. Okay. Well, that's funny because Property Meld uses Max as well. I kept that name. Okay. [00:15:55] S1: We just gave him a last name. So [00:15:57] S0: So... And why not use Property Melds, Max, on call, I think is what they call it, since you're already using Property Meld elsewhere in the business. Yep.
00:15:57 · Peter Lohmann, Matt Luke
[00:15:57] S0: So... And why not use Property Melds, Max, on call, I think is what they call it, since you're already using Property Meld elsewhere in the business. Yep. [00:16:05] S1: So that's not off the table. I have... Just haven't explored it yet. I had already integrated haven.ai into Showmojo or into Property Meld. So I just stuck with that for now because it's working really, really well. At some point, I might explore that. [00:16:20] S0: Okay. Cool. So when they talk to Max, they can do things like ask about our current maintenance request, submit a new maintenance request, stuff like that? [00:16:30] S1: It is unbelievable. This particular AI tool has again probably saved us ten or fifteen hours a week. Wow. It used to push all tenants back to submitting online, which was what we're doing previously. But with the AI agent and giving them the option to call in, it does provide a higher level of customer service and it has not screwed up once. In fact, it's smarter than I am. It never sleeps. It speaks multiple languages. It can take 20 calls at the same time and it can triage all of the the questions and and issues that I prob... I wouldn't have the skill sets to to answer, and it stays friendly all the time as well too. [00:17:14] S0: Alright. This episode is sponsored by haven.ai. They may have actually sponsored a prior episode or a newsletter. I can't But... Okay. So they're hooked into meld. So they see all of your melds. They can submit melds, all that?
00:17:14 · Peter Lohmann, Matt Luke
[00:17:14] S0: Alright. This episode is sponsored by haven.ai. They may have actually sponsored a prior episode or a newsletter. I can't But... Okay. So they're hooked into meld. So they see all of your melds. They can submit melds, all that? [00:17:26] S1: Correct. It is Wow. Into property meld. So once a request comes in, it recludes the notes from the phone call, a link to the recording, and then it follows up with the tenant to ask for pictures. So not only does it put all that into the system, it gives our vendors a lot better... More information than when the tenant was doing that input on their own. Or if I were to take the call, I certainly wouldn't take the time to write up a paragraph of notes or include a copy of that phone call.
00:17:55 · Peter Lohmann
[00:17:55] S0: Yeah. Not if you're only working a couple hours a day, man. Yeah. You don't have time for that. Come on now. Hey. I just wanted to give everybody an update on Crane. So Crane is the paid private community that I cofounded with Wolfgang Croskey a couple years ago. And if you're listening to this and you're a member of Crane, especially if you're a new member, just wanna say thank you and welcome to the community. Wolf and I are thrilled to have all of you wonderful folks joining us inside the community and participating in our masterminds and showing up for our Crane dinners and Crane events that we host all around the country. If you're curious to learn more about Crane or if you missed the application window, I wanted to start providing some information about kinda what you can do in the meantime while you wait for the new application window to open. First thing I really wanna encourage you to do is join the wait list if you haven't done that already. You can go to joincrane.co. And if you just click join the waitlist, you just put in your name and your email and, like, one or two other pieces of information. And that way, you're gonna be notified as soon as we open up for new members. And something we're gonna do differently in the spring is we're actually gonna give the waitlist members early access to jump the line and apply first, and Wolf and I will be reviewing those applications before we even open up for the general public. We did recently finalize the application dates just if you wanted to mark your calendar. We're gonna be opening up the application window officially on April 3, and it will run for about ten to twelve days there before we close-up for another six months. And so if you join the waitlist, you can expect to get an email from us probably that last week of March or so. Really encourage you to learn more about Crane if you don't know much about it. It's been growing really quickly. We've been overwhelmed, frankly, with all of the, interest and and positive response from all around the community. We have industry leaders joining Crane every time we open for new members, and it's just been an outstanding experience. And I'm really honored and grateful to be a part of it. So go to joincrane.co if you wanna learn more, and I look forward to seeing you inside the community.
00:20:05 · Peter Lohmann, Matt Luke
And then does Haven.ai, the maintenance max, does he continue this dialogue over text and email the way the leasing side of it does as well? [00:20:13] S1: No. Because once the work order is submitted, I've set up workflows for each category in property melt. So they have plumbing, electrical, evaluations, all kinds of different categories, and they've set up workflows to auto assign each one of those categories to a vendor. So once the maintenance AI submits the work order, then the vendor takes over from there. [00:20:37] S0: Alright. This episode's over. I'm going to implement all this right now. Catch you guys later. So did you evaluate other... And the reason I'm really drilling on this is because truly, like, this is... What you're talking about is the stuff that's been promised, but I very rarely have met a property manager who's actually implemented it and been this successful with it. So I'm trying to uncover some of the details. Did you evaluate any other AI solutions before Haven? [00:21:05] S1: Yes. Just just briefly, Haven was... Had specific agents to property management, and they were the first one that I noticed that did that. There could be other ones out there. I'm not aware of that. I just [00:21:18] S0: There are. [00:21:18] S1: Didn't see any... Yeah. I I didn't see any at the time that were specific to property management. So our first conversation and our first demo went great. So I took a shot and Yeah. Dove in and And when was that? Been working. We've used that for roughly a year now. [00:21:33] S0: Wow. Okay. And what's the cost?