This process is designed for situations where a property owner is either threatening to leave the program or demonstrating a misunderstanding of key expectations, policies, or performance outcomes.
Purpose
The goal is to retain the property by addressing concerns constructively, resetting expectations when necessary, and reinforcing program value. This approach should empower the Property Agent (PA) to lead the resolution while using leadership support—particularly Kenny's involvement—strategically. The broader objective is to build long-term trust with the homeowner, strengthen the PA’s skills through guided experience, and ensure continuity in the relationship after resolution.
Kenny's Role
- Primary Goal: Help reset owner expectations and build trust while empowering the PA.
- In Calls/Meetings: Kenny supports messaging, reinforces policy or flexibility, and co-navigates tension.
- Post-Engagement: Kenny hands ownership back to the PA, who continues driving the resolution to completion.
Learning Opportunity: PAs should debrief after involvement to improve their own save skills for future cases.
Information Required to Loop in Kenny
Owner & Property Overview
- Owner name
- Partnership tenure (join date, program level)
Issue Summary
- What is the owner’s complaint or threat?
- Any misunderstandings of expectations or policy?
- Key quotes (if available)
Actions Taken
- What has the PA done so far?
- How has the owner responded?
- What solutions were offered?
PA’s Ask
- What support is needed from Kenny? (e.g., meeting presence, policy clarification, trust-building)
- Is the PA confident continuing post-meeting?
Hubspot Snippet:
Common Scenarios for Involvement
- Owner believes they were promised something not actually included in the program
- Mismatch between performance and owner expectations
- Pushback on pricing, cancellation policy, or platform changes
- Breakdown in trust or poor previous experience with support
FAQs
Q: What if the owner hasn't formally said they’ll leave but is clearly unhappy?
A: Use this process only if there’s a clear threat of delisting. Otherwise, use standard support channels.
Q: Should I offer incentives?
A: Only if within your scope. Otherwise, document the ask and escalate for approval.
Q: How fast should I escalate?
A: For high-value or urgent cases, escalate within 24 hours of the threat.