Answering the same old questions again and again can be a huge drain on time, and frustrating too.  We aren’t parrots!

Besides your employees can be better used doing other tasks than answering standard questions all day long.  Here is how we have solved this in our office.

1. Have template emails that you can send out as auto responses to certain questions.

2. Have a Q&A section on your website for prospective Owners and Tenants

3. Rental voicemail box – standard instructions for how to apply for a property and how to schedule an appointment to view a property.

4. When people call the office we usually refer them to our website which will answer all their questions or to stop by our office (if they aren’t online) and pick up our application & criteria form which will answer all their questions.

Yes, it takes time once to set up these standard responses but it will save you a huge amount of time down the road.  Most people today are very internet savy and often go to the internet first to do research.  I get compliments all the time about my website and I found once we put these different sources of information in place it really cut down on our phone time.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

Client Contact – all business coaches or marketing guru’s have tons of ideas for connecting with clients – Owners, Vendors, Tenants, anyone you consider your client.  What I have learned over the years is to pick one or two things and do them consistently.  I don’t do birthday cards – wouldn’t remember them all.  I don’t do Christmas Cards – everyone does them and mine will get lost with all the others.

This is what I do and have done for years.  I schedule it on my calendar so I don’t forget.

I do a quarterly news letter to all my owners with legal updates, what’s new in rental housing in Santa Cruz, a did you know section and a bit about what I am up to these day – more of a professional development section.  My end of year newsletter has info about new services, and ways I have saved my clients money over the past year.

I do a post card to tenants 2 times a year with seasonal reminders such as:  test your oven (before Thanksgiving Day), change batteries in smoke detectors etc.

Tenant’s who pay rent on time – meaning before or on the 1st of the month are entered into a raffle and one tenant receives a $20 gas card.  We do this monthly and post the winner on the home page of our website.

Owner clients – get an annual gift – a small token of my appreciation for their continued business.  I do this just before Thanksgiving and send a Thanksgiving Thank You Card with gift.  Past years have included:  Marie Calendar Pie gift certificates (I have out of state owners), Gas cards, home made bottled wine etc.

I mail a Thank You card to everyone I know that is a Veteran on Veteran’s Day - I have been doing this since high school.  Want to see a grown man cry?  It is very touching and something I will continue to do. On my tenant and owner information sheet there is a box that asks if they are a veteran.

My vendors are invited to a Vendor Appreciation event  annually – hosted at a  local restaurant for snacks and drinks.  I give awards, gift certificates – gas cards are big winners with this group – certificates of appreciation, and most of all it is a public forum for me to thank my vendors for their excellent service to me and my clients and that they are a direct extension of my business.  It is also a time for me to continue to build my relationship with my vendors.  Think Sunday night 11:00pm on a holiday weekend – my vendors come through for me and my clients!

So decide how you want to recognize, thank and build your relationship with your clients.  Pick one or two things and do it consistently.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

Time Management – is huge for many people.  I am often asked how I get done all I do in a day.  Well I really organize my time and I stick to a schedule.

This is how I schedule appointments.  Try it out and see if it works for you.

Monday – no appointments – day to put out fires from weekend, review upcoming week’s To Do’s, inform owners on rental showing status and apps in process

Tuesday – staff meeting at 8:30 (office opens at (9:00am), no appts before 11:00am, showings noon and after work.

Wednesday – mornings do move out inspections.  No appts until 11:00am.  Showings noon and after work

Thursday – mornings email, phone calls, move out inspections. No appts until 11:00am.  Showings noon and after work.

Friday – no appts.

So, Monday and Friday no appts with clients.  Morning are for email, paperwork, calls, move out inspections, scheduling work orders etc.  My first appt is always 11:00am or later.  Afternoons – client appointments, paperwork and end of day showings.

Monday no appointments so I can get my week scheduled and touch base with clients etc.

Friday no appointments so I have a day to wrap up things I didn’t get done during the week.

I never schedule more than 2 appointments out of the office on T-W-Th.  The reason I don’t over schedule my day is that I allow for emergencies or unexpected client drop in’s to happen.  This keeps me flexible and non-stressed.  It allows me to absorb unplanned events and keep humming along.  I calendar everything.  This also provides for me a nice record of what I did last month, last year etc.

Some people like to use online calendars and that is great if you use them.  I am still a bit old fashioned and like to have a paper calendar – day timer.  I find it faster to grab and see my entire week or jot down an appointment than to get my phone and go through the menu to get to the point where I schedule my calendar.

Whatever system you use is fine – just find one you WILL use and try out my schedule.

Give my schedule a shot and see if you don’t feel more in control, more productive, and less frazzled.  Best yet, I am never late for an appointment – which makes me look and feel professional.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

No one enjoys filing but it is extremely important to keep current and accurate files.  Especially if you ever get audited by the DRE (Dept of Real Estate).

Since filing clerks or part time admin staff usually do filing they aren’t as familiar with the client files and especially if you have properties with same address numbers or owners with multiple properties things can easily get misfiled.

When my business was part of the larger real estate company and the filing clerk did the filing for all managers things would really get misfiled.

So, I had created a file rubber stamp.  Each section of the file is printed on the stamp.  Before I put any paper in the bin to be filed I stamp the paper and check the section of the file where the paper is to go.  I also write the property address or Owner name on the top of the page.

Basically, I took the thinking out of filing.  Now the clerk can just file in the appropriate file and the appropriate section.  Now things don’t get lost.

We also alphabetize each paper before filing and then file in alphabetical order.  This makes grabbing the file out of the cabinet easy and in order and doesn’t waste time opening and closing file cabinets from A-Z.

When I started my own office I gave each property manager their own File Stamp and they do the same thing so the filing clerk knows exactly where the papers go.

It isn’t efficient to pay your more expensive employees – the property managers to file, and the crucial job of filing can now be given to an office staff person without the fear of things being misfiled.

So create your own rubber stamp for filing.  I have 2 for 30 day notices as well.  This way things get routed the way they are suppose to and everyone can see quickly what has and hasn’t been done in the process and who knows and doesn’t know what is happening.

I love stamps.  Try them out.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

Next to emails, voicemails and calls take up all my time.  So try this and see how it works.

On your voicemail leave your name, and message and add to it that you check your voicemail at 9:00am, 11:00am, 3:00pm and 5:00pm, or any time frame you want.  But make sure you do check your voicemail and return calls when you say you will do it.  Calendar it in the beginning so you don’t forget to check messages and return those calls.  Set your cell phone, or online calendar to “ding” you. Our office voicemail on all lines say we return all calls withing 24 hours.

By grouping your calls and returning all calls in groups you will be more efficient and find yourself being more productive and focused.  Studies have shown that it takes us 20 minutes to get refocused once we are interrupted.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

Ok, we all know we should have contingency plans in the event of natural disasters.  In Santa Cruz we are in earthquake country.  We all know the Boy Scout Motto to “Be Prepared.”

But, do you have a plan of action for when your phone lines go down, or your internet goes down, or your computer crashes?  These are just the type of emergencies that need to be planned for because it is your business at stake.  At least with a natural disaster everyone is in it together but when the office has a melt down you don’t want to lose business, frustrate customers or add unneeded stress to your office.

I bring this all up because my office has been struggling with these such issues off and on for over a year!  I am in a very old building with wiring that leaves much to be desired.  Note to self – lease new office space in the future!  Having said that I love my little building but it needs to be completely rewired.

I had a server  – key word “had” and the  thought was we could all access our info from anywhere – well the server crashed and although I was paying to have the info backed up nightly and stored off sight the vendor wasn’t able to recover our data and had to go back 2 weeks prior to get clean data – needless to say that meant 2 weeks worth of accounting had to be redone by hand, emails were lost, etc. Fired company once I got back up on line.

Ok, we get rid of the server and go less high-tech, now our computer are working but our phones keep going down.  So, I cancel ATT and go VOIP (voice-over internet provider) and we are good for a while then we start having sound issues.  We can hear callers but they can’t hear us.  We get the run around for a couple weeks from all the different vendors pointing fingers and in the meantime our phones and internet are intermittent and my staff is getting really, really frustrated.  We are letting all calls go to voicemail then we collect the messages and return calls with our cell phones.  This works but is not ideal.

Our accounting software is in the cloud on the internet – think of Google for accounting.  So when our internet goes down we are down.  Good news is we can access the data from home or elsewhere as long as we have a connection.

We are now shifting to Comcast for our internet and phones and should be running smoothly this coming week.

What this has taught me is to keep things simple so you don’t spend a lot of money on IT support, and have a back up plan for when things don’t work.  Have patience, a sense of humor and work through the issues.  Also, with current technology that is very cost effective for small businesses or the private owner you are able to work from anyplace you can get a wifi signal.

The great thing about VOIP for phone is that I get the voicemail messages in my email box and I can play them on my laptop.  So, in a true worse case scenario I can take my laptop across the street, order a coffee, and use their wifi to do my work.  I can also have all the calls forwarded to my cell phone and keep humming along.

Bottom line, know what you are going to do when things go awry.  Have back up vendors for when they are on vacation or out of commission – such as surgery on that bad back – have options and know what they are.  This will allow you to continue conducting business, and keep your employees from walking off the job in frustration.

Also, don’t be afraid to communicate to your clients when blips come up and how you dealt with it.  This shows clients you are resilient and on top of things.  I am sure they can relate – who hasn’t had their computer crash or their cell phone die.

So be prepared and earn that Contingency Plan patch.  No I was never in the Girl Scouts but should have been.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

We all spend a great deal of time on email. I empty my junk folder a couple times a day.  I find I am checking my email on my iphone constantly.

Try this tip and see how much more efficient you are and more time you suddenly seem to have gained.

Check email at set times during the day.  Depending upon the quantity you get maybe once every 2 hours or once in morning, once in afternoon and end of day. Then file or delete the messages right then and there.  This will keep your mailbox manageable.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

Whether you are a full time professional property manager or an individual who manages personal rentals everyone reaches a point where you just want to pack it all in.

I love property management but in order for me to be fresh, creative and have a long career in the field I love I need to take a break every now and then.  It is tough since the month is pretty full and routine with rent collections, move in’s and out’s, maintenance, inspections etc etc.

So, once a year I  take a week – trying to add more time but I will take what I can get.  Annually I fly up to the Columbia River Gorge (my spouse windsurfs for a month – and is retired) to relax, meet old friends, expore the area and just watch the kids play in the river.  Mornings are regular with 6:30am walks through the peach orchard with our dog.  I love it!

Yes, I take my computer and iphone and check email in the mornings and late afternoons.  My office can call me if something is really important.  Now, I know you’re saying this isn’t a break but for me it is.  I can check in and then check out and not worry.

What I find is that by taking time off to relax, enjoy friends and nature I recharge my batteries so-to-speak and I also allow my mind to wander and get creative about work, systems to put in place, new programs to offer owners and tenants, new articles for my blog etc.  I find I am really productive.

This year I had the special treat of reading a book that a friend has been in the process of writing over the last 3 years and to provide feedback.  I felt so honored and loved the book.  It was a pleasure to do this since I would have had time if at home.  Others in the campground make jewlery, paint, photograph, fish, or just read a good book.  I think I read through every piece of material the Chamber of Commerce puts out on the different towns.

I encourage everyone to take some time off – 3 day weekends at a minimum.  Put in place procedures and people to cover for you while you are gone.  I tell my owners I am on vacation but still accessible if something is urgent.

Don’t get burned out and then cash it all in.  Allow yourself time to re-energize. 

As I said I love what I do and hope to be doing it for many years to come.

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

I recently rented a cottage in Santa Cruz and was surprised to see the tenants had a chicken coop with 2 hens and they collected the eggs daily.  When I would show the cottage the hens would scurry around the yard – no bugs at this property was my first thought.

As a property manager is it hard enough to find owners willing to rent to tenants with cats, dogs, birds (in cages) or even fish.  Now, we have chickens.  I was wondering what the city code said about chickens.  It is the rooster that people have problems with but apparently hens are a wonderful pet and very eco friendly. The roosters are banned in urban areas but hens don’t require a permit of any kind.

The Santa Cruz Sentinel, Home & Garden section, Saturday, June 12, 2010, written by Laura Copeland, lcopeland@santacruzsentinel.com and www.santacruzsentinel.com  had a 2 page article on chickens and how they have taken off in Santa Cruz County.  Scotts Valley Feed sold 3,000 chickens in 2009 up from 150-300 just four years earlier. 300 were sold out in 45 minutes.

If you want more info about raising hens there are workshops, of course, this is Santa Cruz County. Contact 831-466-3444, www.diggardensnursery.com To read the entire article you can find it online or click the links above.

I wonder how soon I will see hens listed on my rental apps under pets?

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards

On the news this morning was a report of a rash of arsons on vehicles near downtown Santa Cruz.  Whenever I see a fire situation or a flooding situation on the news my first thought is, “I hope they have insurance.”

With every lease we have tenants sign we have a Renter’s Insurance Addendum where we recommend that they get insurance for their personal belongings.  It usually costs around $150 per year.  Yes, it is so cheap. Your laptop, iphone, leather jacket, bike all add up to more than $150 to replace.

I had a very sad situation happen when a tenant moved into a property and 2 days later came into the office asking if we had heard….well we had not, we did placement of this tenant the owner handles the management.  Well, the tenant’s dad got up in the middle of the night to use the bathroom and stepped into 2 inches of water!  The entire house was flooded and it came from the malfunctioning ice maker on the fridge. 

The gal asked, “who is going to pay to replace my items”, my response was, “did you have renter’s insurance?”  “No. ” “Well, then I guess you are paying for your lost belongings.”  The owners insurance will pay to repair the house but not replace her belongings.

What she could have gotten compensated for in this situation would have been:  hotel cost, funds for rent, replacement of personal belongings etc.  Instead she had to stay with family.

I have recently discovered another local company called, Home Asset Defenders which is a great service.  The company comes into your home or business and documents with text and photos and values all your belongings and can provide the info to your insurance company in case of loss. 

The company is:  Home Asset Defenders (831) 761-9656 www.homeassetdefenders.com

Please check out my website at www.PortolaRentals.com if you are interested in properties in Santa Cruz or have rentals in Santa Cruz, CA.

Kathleen Richards