Requirements for homes
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      1. Best Practices & Standard Operating Procedures
      2. Owner Services
      3. Requirements for homes

      Tune Ups - Why, How, Who & When?

      We tune up owners homes 2x per year, avoiding; breakdowns & loss of amenities for guests, needless calls to property agents, urgent tech dispatching. This saves owners 50% off costs, and is required for enrolment in our maintenance program.

      Why?

      Our why is simple: Acme is more than your typical property management company. Our dream is and always has been, to be the most respected property manager in Palm Springs by our guests, our owners, and the community. 

      Bi-annual tune-ups allow Acme to not just stand out amongst the other property management competition, but to go above and beyond the standards expected from our Owners.

      By performing a bi-annual tune-up inspection of the property we greatly reduce breakdowns, loss of amenities, low-priority work orders, needless calls to property and guest agents, and urgent tech dispatching. We also increase our trust factor with owners and our efficiency and effectiveness.

      Who?

      Performing Tune-Ups: Engineering Team

      Inspecting Completed Tune-Ups: Mike Flannery

      Project Manager: Gina Marrero

      Admin Support to Engineer Team: Iyesha Ferguson

      When?

      Tune-ups will occur bi-annually in:

      1. Early Summer

      How?

      1. Make a work order using the “tune-up” template 
      2. Look for open work orders at the same house
        1. Installing rules & regulations / City permits
        2. Standardization items
          1. Example: Shower caddies
      3. Plan to bring what you need for all open tasks 
      4. Go to the house, complete the interior walk thru, and inspect
      5. Use blue tape to mark the items you find
      6. Make a video using loom showing each item as quickly as you can. We don't want the videos to be too long for the owners.
      7. Complete the exterior walk thru and inspect
      8. Use blue tape to mark the items you find
        1. TIP: Leave your blue tape while you complete the repairs, so you can quickly reference the items you repaired in your "repairs completed" video
      9. Make a video using loom showing each item as quickly as you can. We don't want the videos to be too long for the owners.
      10. Send Iyesha the video links via Slack along with your estimated time to complete all items.
        1. Tell them however long you think it will take, use that as the lower number, then add 50% on to that as the higher number.
        2. Example:  "I am estimating 2 to 3 days to complete, at $500 a day you can do the math, parts are at cost to you."  You think it will be 2 days, so you say 2 to 3 days, because 3 days is 2 days plus 50%

      Owner Communication #1 (Via Text) - Iyesha

      1. Loom links go in “Summary” under requirements in the work order 
      2. Post a note to the owner in "Summary" along with any pictures and the video link
        1. Note to Owner Template:
        2. Hello, XXXX here with Acme. We are doing a tune up for all open work orders at your property! In order to save you multiple trips and extra costs, we are performing the list of repairs & preventative items, all at once. Average savings of 60%! To Streamline the communication, we made interior and exterior videos of your property. Please view them here: add video links The cost for everything, is between X hours and X hours, at a reduced rate of $65 per hour, plus materials. We will proceed with the items unless we hear from you. Your property engineer, NAME, will check in later with a phone call. If you miss it or would like to discuss anything, please call the Acme office at 760-800-0661 and ask to be transferred to NAME in the field. Thank you!
        3. Summary Template:
          1. Pre-Repairs Interior: 
            Pre-Repairs Exterior:
            Post Repairs Interior: 
            Post Repairs Exterior: 
      3. Send the "Report link" to all property owners using Breezeway messaging.
      4. Copy and paste what you text them in the breezeway comments section. Keep records of every communication.

      Repairs & Owner Communication #2 & #3 (Via Phone) - Engineers

      1. Begin with all safety repairs first. Guests rely on us being on top of this for their families
        1. You are authorized to spend ½ a day between the inspection, video making, and sending and safety repairs. That is if the owner calls back and says stop.
      2. At the ½ day mark, check in with Iyesha or BW messaging to confirm if the owner has responded to the text.
        1. If yes or no, call the owner, ask them to view the videos, and send a text message via a breezeway to follow up with the same info that you left in the voicemail. 
          1. In both messages tell them how long you think it will take, tell them labor is reduced by 30% to $65/hour, plus we feel this saves 60% over the cost of doing them as they come up one by one, and parts are at cost. 
      3. If the owner agrees to less than 80% of the mandatory guest-affecting items, get going on what they authorized but escalate immediately to Mike Flannery so he can call the owner. 
        1. Indicate to Mike the exact items they are pushing back.
        2. If they want to Facetime do it and show them everything
      4. If they tell you to NOT do more than 25% of the items, tell them "Acme has dedicated discounted resources to get this done so we do not roll trucks for small things later. If you do not do most of them it defeats the purpose, I am going to escalate this right away, and have my manager call you"
        1. Slack the BW link to Mike in our "engineering-tuneup" channel
        2. Then call Mike directly and tell him about the situation.
        3. Mike will review your video, and your notes and call the owner. 
        4. Mike’s goal will be to get your approval while you are still there, we do not want to leave and come back, defeats the purpose!
      5. Put all of the items in comments in the work order that they do not want to do.
      6. If the owner gives you the green light to complete all items OR if you don’t hear from the owner by the end of the day. 
        1. Send a text via Breezeway letting them know that the work has been completed or will be completed in X amount of time.
        2. Hello, XXXX here with Acme. We have completed the tune-up for all open work orders at your property! Please review the completed work order here: add the BW report link. Please let us know if you have any questions or concerns. Thank you!

      Special Circumstances

      1. If you run into an issue that requires a vendor:
        1. Create a new work order
        2. Contact the owner's preferred vendor to request a quote
        3. When creating your pre-repair video, mention that you located an issue that requires a vendor, so you contacted them for the quote. Provide the owner with the quote details in the video including:
          1. Quote Price
          2. Estimated time of completion
          3. When the vendor can get started
      2. If you run into an issue that requires you to order a part:
        1. Create a new work order
        2. When creating your pre-repair video, mention that you located an issue that requires a part that needs to be ordered. Let them know how:
          1. A brief description of what the part is/does
          2. The price
          3. Estimated time of work order completion

      Upon Completion

      1. Assign the work order to Iyesha
      2. Send Iyesha a Slack letting her know the tune-up has been completed for XXXX property
      3. Iyesha will review the work order first and follow up with you with any questions
      4. Iyesha will then assign the work order to Mike for the final review 
      5. Your work order will be reviewed by both Iyesha and Mike to ensure:
        1. All responses from the owner are in the BW comment section
        2. All items from the tune-up checklist have been completed
        3. Your loom videos are in the correct folder