Do you manage your property, or does it manage you? This should be at the forefront of your mind every day. This question is meant to keep you on track and focused. Why? Because property management is an industry that can make or break you! As property managers we are the ultimate in multi-tasking. We know that anyone can become a property manager, but the ones that truly standout and differentiate themselves are the ones that manage their building. Not the other way around.

There can be constant interruptions and challenges throughout any given day. The day starts out fine until you get a call about a flooded property, or an unexpected customer complaint. Now you need to drop what you are doing and attend to the crisis at hand.

As you begin to tackle this new challenge, it is best to keep reminding yourself that you manage the building, the building does not manage you! When the flood hits, do you have a contingency plan? Why is the customer complaining? Analyze the issue and address the problem. The number one solution is to be proactive. Do all you can to prevent these issues from happening again. Manage it and do not just react to it!

When an issue arises, it must be broken down into the smallest components in order to find the reason or cause. Once it has been solved, it is time to develop a new approach or plan so that it can be prevented in the future. This can be as simple as more training in a specific topic, or even just determining if the task should be outsourced rather than performed in-house. Whatever the solution, it needs to be developed, implemented, and then monitored. If a solution is developed but it is never put into action, or if it is put into place but no one follows up on it to make sure it is being implemented correctly, it will do no good and create more headaches for you later on down the line.

For instance, if there is a flood, what caused the flood? Was it the lack of preventative maintenance, human error due to lack of training, a service contract failure, etc.? The point of managing is to anticipate and not wait for matters to arise. The entire premise of good management is to think about “What If” and anticipate everything. Constantly ask, “What is the worst thing that can happen?” or “What if this happens?” Then consider another important question “How should I prevent it or react if it does happen?” If you are prepared, it is no longer a crisis or interruption. Instead, it is just another part of the normal multi-tasking routine. Remember, the goal is to manage your property, not for the property to manage you!

“More content available at All Things Property Management by Buildium, industry leaders in Online Property Management Software.”

Touch It Once is a mindset, a philosophy, and a management style. It is the antithesis of procrastination coupled with a smart way to work by stopping redundant behavior dead in its tracks; both of which are the enemy of any efficient and well run organization.

The concept is simple – Touch It Once (TIO). Did you ever notice that each month the cycle is the same? Collect rent, send out 5 day notices, process accounts payable, cut checks, etc. So if this is something you know that’s going to happen, why is it so painful? Then at the end of the 30 day period, the cycle is going to start again! How can you not be prepared?! It happens every 30 days!

If you think about how the concept of TIO comes into play it will change the outlook you have on your business. Every time you do a task, think about how you can do that task perfectly. Save the process, document the task, and create a road map for others to followthat same format or system. The next time the task is required, anybody can use your process, learn how to execute, and actually accomplish it with the least amount of error or redundancy.

So how do you as a property manager or leasing agent “touch it once”? For me it was about checklists and document packets. These checklists include a new resident checklist, a move out checklist, a new vendor checklist, a monthly owner’s report checklist, etc. Every single time a new resident moves in or move out we have a series of steps and actions to take. Of course things change constantly, so the checklist was set up as a packet and saved as a .pdf document. Inside the packet are all of the forms, letters, and actual physical checklists for each item that needs to be accomplished. The checklist is clipped to the top of the file and it travels through the office circulating and being executed as required in anticipation of that new resident move in. So, if there is a form, letter, orientation, or document to be signed for any new resident, just open the New Resident document and all of it will be there. Simply hit print and go! This same concept can be accomplished in a similar fashion via online forms, but the system and procedure is the same – Touch It Once!

TIO is the most empowering tool a property manager can employ. TIO provides training, checklists, procedures, processes, and standards in everything you do. Remember, you are on a cycle. The cycle is daily, weekly, monthly, quarterly, annually, semi-annually, etc. What you want to do when you start to breaking the tasks down is to perfect the task, document the task, and train folks on how to perform the task. You are now building processes.

Those processes can be saved and used over and over like templates. After achieving these cycles and documenting these processes for one year, you now have an incredible roadmap of excellence for all to share. Now combine the power of TIO with today’s technological tools and you have a multitude of ways to execute this legacy of knowledge, which will result in the right tools being shared to your entire department, property, portfolio, or company.

One process that we developed has to do with new vendors. Each time we receive a call from a vendor or service provider we simply send them to our website to click and download our New Vendor Packet. It includes a cover letter, checklist, insurance standards, vendor profile form, all IRS forms, etc. Every single time this task arises, it is only takes seconds of time. It is also paperless and effortless. In addition, we now have a company-wide standard that everyone follows and knows what to expect. The other important element to this process is the image of you and your company. When meeting a new resident or interacting with a potential new service provider, your system is organized and systematic. When you give each process the care and proper attention to set it up and only touch it once, you are showing the world how much you respect, not only your experience with them, but also your organization, your clients, and your people.

Imagine if all employees understood the concept of TIO? If each employee were exposed to this philosophy, the power would multiply even faster and be an exciting approach to management and excellence.

TIO can result in comprehensive checklists, quality control, time saving templates, video training, orientation of new hires, new business tools, etc. It is also the least disruptive way to organize, train, and develop standards on a company wide basis, with everyone contributing. Start off trying it with one task. Remember, do it now and Touch It Once!

“More content available at All Things Property Management by Buildium, industry leaders in Online Property Management Software.”

Peoria Charter Service Bus

If I get hit by a bus…..

Everyday in my training to those on my team, I would repeat certain sayings that I felt were important to ingrain and teach those that I cared about or those that I felt had what it would take to become a good property manager or overall employee. One of my classics was …If I get his by a bus, the next guy will be able to…….

Well the other day I did get hit by a bus (sic) and it did not hurt, it was actually pleasant! The bus that hit me was not moving but parked in a rest area taking a break. I noticed a huge mural painted on the side that stated ‘surf and ride’, but I knew there were no “waves or surf” around there, so I was my normal, curious self and I interviewed the bus driver to find out what this message was about. What I learned was so very interesting. The twist is that the bus has free wifi for its passengers. They say that a picture is worth a thousand words so please view the bus photo in this article, which is a Peoria Charter Bus that travels between Champaign and Chicago, Illinois.

What a fabulous idea! A bus moving down the highway with wifi. How cool is that? I loved it. Of course it got me thinking about how neat it is when a business owner makes a decision to do something unexpected and innovative. The owner of this bus company believes that by providing wifi on his bus he betters his chances of getting you to ride his bus. This is not profound, it is simply good business.

Based on that concept, then why do we as property and facility managers not realize that by providing services, like wifi, or customer service online 24/7 or automated messages, or client document portals, that can really help grow our business? Why are we not running to get the services or subscriptions for our buildings and facilities? Is it us or is it the building owner? Who is really, driving the bus, to embracing technology in our world?

I find it amazing not to find automation or connectivity in every building or facility I visit. When I travel, I look for places with wifi. Why? Because quite frankly, I cannot work or play without it. Yes, I can use my smartphone as a hotspot now for my laptop, but there are times I need to have wifi. Where I work can change in a moment. I need to work where wifi exists, yet I trudge around looking for the service. IMHO nobody has grabbed this space yet (besides Starbucks, Panera, McDonalds) other than fast food, bookstores, airports, libraries, hotels, and (what is left?)….. No office buildings, retail stores, apartment communities, condominium buildings, medical buildings, and industrial complexes, have really embraced this yet. They are just not feeling the love for these services.

In our industry we have to realize that if a bus can roll down the highway at 65 miles per hour and offer FREE wifi service, should we as building managers embrace this for our clients and visitors too? It seems like a basic utility today, yet there are common areas throughout buildings all over America with no wifi, no online customer service, no 24/7 portals of information! It is the same old thing. Call the office between 9am – 5pm, or we will snail mail it to you or if you are lucky we can send it to you via email.

That spells o-p-p-o-r-t-u-n-i-t-y in my book! Maybe your property can make a statement or get exposure by offering FREE wifi or online everything, 24/7. Maybe your company can make a statement and offer automated services of the basic paper you are pushing now. These efforts can be turned into exposure or marketing events for your property in the marketplace. They say being 1st is so very important. Why not make your property or company step up and take that step?

Alright, so you do not want to be first. That is totally understood. But guess what? You are NOT first in the world, just first in one small aspect of one single industry. Banking has totally embraced ATM, digital reports, cell phone apps, paperless checks, debit cards, and a host of other customer service tools. The airlines are online for everything. You can see your loved one’s flight online and watch the plane in the air, 24/7/365. Almost every single retailer or product you purchase has online services. You are not 1st in the world, just in our small part of one industry.

Try it by taking a baby step. Take one horribly painful task that is repetitive and paper intensive and think of how you can do it without paper or online or via a software as a service application (SaaS). Think of a communication step that you can use with automation. Once you start the conversation in your building or at your company, it will start to gain momentum. I can promise you that once you and your staff get a taste of efficiency or streamline a process, they will never look back. The only complaint you will get is, ‘Why did we not start this sooner?’

If you want to discuss solutions and ideas or a vision to take for your property or company, email or call me and I will be happy to listen and then may be able to make suggestions for solutions that are at your fingertips NOW! Call 312.725.0060 or email Linda@ManagerLabs.com.

1. Do what you say you will do and exceed customer (tenant and building owner) expectations. Procrastination and letting people down, causes more work in the long run.

2. If you are out of the office, say so on your voicemail or instruct those that answer your calls to let callers know when you will return. Create a list of key VIP building owners, tenants and leasing brokers so those calls and messages are directed to you as soon as possible.

3. Give an alternate human to contact if you are busy or away. People want the answer now! Do not make anyone wait. Use an online VoIP forwarding system to have the “follow me” service to your other offices, cell and mobile lines. Many voice mail systems have great features such as voice mail notification. Each time a voice mail is received, the system calls you on your cell phone.

4. Create an online permanent and on-going, F.A.Q. (Frequently Asked Questions) so the simple and most common questions can be answered immediately, with or without you! (Touch It Once)

5. Stay in front of your tenants. Host mini events as often as possible. For instance invite other businesses, community groups/organizations in your area or service vendors, to your location to educate and inform you, your tenants and your staff. This will keep you in the know and addresses a multitude of outreach goals you must keep up with.

6. Do a one page newsletter or blog on a regular schedule that keeps all clients, customers, staff and key vendors up to date on projects at your properties. Include a copy of this page in your monthly owner report so your Asset Manager or Building Owner see the day to day happenings as well.

7. Proofread. Double check. Do the math twice. Check your work, inspect the final product. It saves tons of time by eliminating the time it takes to unravel silly or careless mistakes.

8. Allow enough time to do projects well and defend your deadline or due date. Do not allow people to push you into accepting a deadline you cannot meet. Explain why you need more time upfront rather than agreeing to a date you cannot achieve. Quality is more important than bad quantity.

9. Think about the next guy to follow you. Document, document, document. Leave an excellent audit trail for the “next guy” to follow. Post-it notes work just fine as the most basic bread crumbs. Just leave something to point the way. We are an industry of change, and we need to embrace that eventual sale or transition.

10. Use your website to set up as many online intake forms and documents as possible. In other words, if you wish tenants to keep you informed when key contact information changes, set up an online form or a downloadable form so those important, but easy to execute tasks can be done with a free and simple form.

This list of basics came to mind because there is so much focus on doing things faster and more efficiently and with less people; but you cannot lose sight of the basics. No matter what the economy or the trends, the above 10 basics can make a difference in your time (property) management efforts. Best of all these 10 basics are FREE or very low cost solutions!

When I read this blog article I knew I had to share it with our readers and PM/FM followers. I thought it would really hit home with our industry. -Linda

Guest Author Blog Article with permission from Jody Gilbert and Steve Tobak from TechRepublic.com
Date: November 16th, 2010 Author: Steve Tobak

As we discovered in 7 Signs You May Be a Bad Manager, bosses aren’t usually aware that they are bad bosses. The fact is that nobody wants to believe they’re the problem. Nevertheless, there’s a bell curve for all things involving people, which means there are few really bad bosses, few really good bosses, and most of you fall somewhere in the middle.

To me that says, for the vast majority of you, there’s lots of room for improvement.

So, if you’re not exhibiting any of the 7 Signs, that’s great, pat yourself on the back. Still, if you really want to up your management game, maybe even vault into the executive or ownership ranks someday, you’d better start doing at least a few of these 10 Things That Good Bosses Do.

Incidentally, this isn’t from some academic study. These are real attributes of real bosses, culled from decades of observation, which motivate and inspire employees to perform at their best.

1. Pay people what they’re worth, not what you can get away with. What you lose in expense you gain back several-fold in performance.
2. Take the time to share your experiences and insights. Labels like mentor and coach are overused. Let’s be specific here. Employees learn from those generous enough to share their experiences and insights. They don’t need a best friend or a shoulder to cry on.
3. Tell it to employees straight, even when it’s bad news. To me, the single most important thing any boss can do is to man up and tell it to people straight. No BS, no sugarcoating, especially when it’s bad news or corrective feedback.
4. Manage up … effectively. Good bosses keep management off employee’s backs. Most people don’t get this, but the most important aspect of that is giving management what they need to do their jobs. That’s what keeps management away.
5. Take the heat and share the praise. It takes courage to take the heat and humility to share the praise. That comes naturally to great bosses; the rest of us have to pick it up as we go.
6. Delegate responsibility, not tasks. Every boss delegates, but the crappy ones think that means dumping tasks they hate on workers, i.e. s**t rolls downhill. Good bosses delegate responsibility and hold people accountable. That’s fulfilling and fosters professional growth.
7. Encourage employees to hone their natural abilities and challenge them to overcome their issues. That’s called getting people to perform at their best.
8. Build team spirit. As we learned before, great groups outperform great individuals. And great leaders build great teams.
9. Treat employees the way they deserve to be treated. You always hear people say they deserve respect and to be treated as equals. Well, some may not want to hear this, but a) respect must be earned, and b) most workers are not their boss’s equals.
10. Inspire your people. All the above motivate people, but few bosses have the ability to truly inspire their employees. How? By sharing their passion for the business. By knowing just what to say and do at just the right time to take the edge off or turn a tough situation around. Genuine anecdotes help a lot. So does a good sense of humor.

All this adds up to an environment where people feel appreciated, recognized, challenged, and appropriately compensated. So what do you think? How do you measure up on the good boss scale?

Steve Tobak – Steve Tobak is a consultant, writer, and former senior executive with more than 20 years of experience in the technology industry. He’s the managing partner of Invisor Consulting, a Silicon Valley-based firm that provides strategic consulting, executive coaching, and speaking services to CEOs and management teams of small-to-mid-sized companies. Find out more at www.invisor.net

Q. How do I begin to automate or eliminate tasks that will make our property or facility management operations more efficient?

A. The most effective way to understand the task is to investigate. Or as I fondly think of this: investigate to automate or eliminate! The only way I have found to reduce our detail-laden industry is to follow each task like a detective and ask tons of questions. Hence the term, investigate!

In my past positions I would literally walk around and ask people what they were doing and why? I would also ask myself the same question about my own processes and procedures constantly. It was important for me to analyze what I was doing and reflect on how often that task would benefit our operation or company.

My favorite example is filing of anything made of paper. When I polled the staff on what task was the most hated, it was a unanimous vote of – FILING PAPER! Everyone hated it and felt it was wasteful. We began to analyze what we were filing and how we were filing it. Once we learned of the task, we began to measure the frequency of our need to access that paper we filed and how we accessed it: month, alphabetical, property name, client name, chronological, etc.

With a simple task such as filing, and changing your current ways, you will notice so much efficiency unfolding. You must analyze each task with the goal of either elimination or inclusion with another task to make it work smart for you! It may seem tedious, but property and facility management operations are so detail oriented that it really does require an in-depth analysis or investigation of what and why things are being done. Use this simple and short checklist. Post it around the office. Put it in your employee newsletter. Make this your motto – - Investigate to automate or eliminate!

• Think digital. Be sure all of your data and documents are on your server system.
• Follow the reports. Where are they being stored?
• Start a future cut-off date today. In other words, effective 2011, we will no longer ________________________.
• Whatever it is you are doing in 2010, try to stop doing it in 2011. Start a new method with a new year. It makes so much sense because it is easy to remember and document. For instance, if you print reports and file the reports in paper form. Stop all reports as of December 2010. Starting in January 2011, they will be in .pdf (portable document format) and filed in a certain folder on your server.
• Insure all MISSION CRITICAL folders on your server are backed up with a strict method in place. Back-ups need a back-up as well.
• What is inside all of those filing cabinets and how often are they retrieved?
• Back away from the copy machine.
• Stop using the fax machine and start using the scanner or only use the fax machine to scan it.
• How is it being filed/sorted? Is it by property or facility? How you file can make a difference in time and efficiency. By year, month, etc.
• Does everything need a file? Do you really need to file it at all? Keep digging and determining what you really need as compared to what it costs you to perform that task.

We have created a poll at trendycharts called ‘Investigate to Automate or Eliminate’ Are You Thinking Property and Facility Management Efficiency? We would love to see the trend in our industry today and how it evolves. What type of efficiency-minded thinker are you? Will this article change your mind about how you do think? Take the poll and let’s see how our industry is thinking today and into the future.

Remember:
Investigate to Automate or Eliminate.

Value.

Ask me anything about technology or efficiency or automation or websites or whatever. If I do not know, I can find out.

Before that however, you have to have the basics. Today, you must be Informed and Equipped so you really do bring Value to your Properties, Facilities, Companies, Organizations. DO NOT bury your head in the sand. Spend this downtime getting really, really Valuable.

Every PM/FM professional must have and/or at least understand the below and its potential, both personally and professionally. How many of the below items can you articulate to an employer, employee, student, client, etc.?:

Anti Virus Software
Anti Malware
Anti Spyware
Computer Cleaning/Maintenance Tools and why
Automatic Microsoft Updates and why (sorry Apple, this is for the masses)
External Hard Drive + Automatic Back up + Additional Back up
FREE Online photo album
FREE Online document sharing
FREE Online calendar
FREE email account or two
The Twitter concept is not a stupid gimmick
Online PR Tools
FREE VoIP phone number and voicemail
FREE conference calling service
Online fax service
Why Notepad and html is so powerful
ISP = Utility
FREE Social Media account or two
Domain name
A website to call your own and a basic understanding of it
FREE tools for everything imaginable are everywhere

If any of this is of any interest to anybody, I am happy to go on and on and on with information. I do not want to freak you out or scare you, just make you and your projects better equipped.

I cannot imagine managing a property without the above under any condition. I need the above to function and manage my property as efficiently as possible.

Do others agree or am I just a freak here? If anyone wants to help me, jump in. If you think I am off base, just say so.

Thanks,
Linda@ManagerLabs.com