Property Agents
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      1. Best Practices & Standard Operating Procedures
      2. Property Agents

      Owner Acknowledgement Email

      Issue: Define the core problem or challenge. Solutions: Identify and evaluate three potential solutions. Execution: Choose one solution and outline the plan for implementation

      When a ticket is created and in need of investigation please use the ticket snippet "Owner acknowledgement - first response". 

       

      If you are not clear on how to get the to the final goal or the owner is becoming frustrated please escalate to your manager immediately. 

       

      What is the Issue?

      Clearly articulate your understanding on the problem or challenge that needs to be addressed.

      • Identify the Problem: Start by pinpointing the exact issue. Be specific and detailed to ensure you and the owner have the same understanding of the problem. 

      Requesting Clarification:

      If you do not understand or need clarification, it is important that you clearly outline your questions. 

      Example: To ensure we are on the same page, could you please clarify the following details? 
      Clarification Needed:
      1. I see you have 2 reservations in July. Which reservation would you like to change. 
      2. Would you like to change the dates on both or cancel one reservation? 

      Solutions

       Develop and evaluate three distinct solutions to address the issue.

      • Brainstorm Solutions: Try to generate three different approaches or strategies to solve the problem. Ensure that each solution is feasible and addresses the core issue.
      • Evaluate Each Solution: Assess the pros and cons of each proposed solution. Consider factors like cost, time, resources, and potential impact.
      • Best proposal: Give the owner your best proposal to address the issue. Document your plan and how you are going to execute 
      Use: Based on my current understanding, I plan to take the following actions to resolve this:
      1. [Action One]
      2. [Action Two]
      3. [Action Three] (If fewer actions are needed, please adjust the list accordingly.)

      Ensuring Satisfaction:

      Give the owner your recommended approach and ask if they disagree or if your plan meets their expectations. 

      Use: My goal is to ensure your satisfaction as our valued partner. I believe [option #] is the best approach, but please let me know if you disagree. If I don't hear back, I will proceed as outlined.

      Timeline Estimation

       Always double the anticipated time and aim to complete it sooner (under promise and over deliver). If you do not meet your deadline, follow up with the owner to let them know you need an extension. 

      Use: I estimate completing this within [XX] days.

      Execution: 

      • Best proposal: Give the owner your best proposal to address the issue. Document your plan and how you are going to execute 
      • If other departments are needed, create a task with specific deadlines 
      • Create yourself tasks to execute your plan 
      • Close the ticket with a professional summary of you meeting the goal