Manager Labs – technology for (visionary) property & facility people.

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.”

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!