Onboarding & Property Management
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      1. Best Practices & Standard Operating Procedures
      2. Company Processes
      3. Onboarding & Property Management

      Recurring Maintenance Process

      The scheduling of and tasks and activities that happen for each inspection type. Summer Ready Program, Annual Tune Up, Winter Ready Program, Software & Services

      ▶️ Process Diagram

      📝 Process Owner: 

      Seat responsible for maintaining/updating this process moving forward:

      • Jake Cormier

      🏁Start Event:

      This process starts when:

      • Start Date triggers this process to start

      ✅ End Result:

      The end result of this process will be:

      • Tune Up work orders are complete and closed
      • Invoices are collected
      • Ready to bill owners

      🔑 Seats Involved:

      The internal/external seats involved in this process:

      Internal:

      • Admin Assistant
      • ACME Inspector
      • ACME Tech

      External:

      • Handyman (as needed)
      • Property Owners

      📈 Process Measurables:

      How we measure the success of this process: TBD

      • Not Determined

      📚 Supporting Materials:

      Materials utilized to complete this process:

        💻 Supporting Software:

        Software utilized to complete this process:

          • Breezeway
          • HubSpot

          Process Note:

          Look to move the spreadsheet to Breezeway to where these tune ups are built to be recurring/auto created.

          They are going to talk with Breezeway to determine if they can have these items auto populated for each property every year.

          ➡️ 1. Prepare List of Properties

          Admin Assistant - Pull Full List of Properties (Tune Up Tracking Sheet)

           

          Admin Assistant - Prioritize Properties List (Tune Up Tracking Sheet)

          • Prioritize Properties by Frequency:
            • 1st Priority: Most frequently booked
            • 2nd Priority: Less frequently booked
            • 3rd Priority: Recently onboarded

          Process Note: Frequency prioritization is still TBD

            ➡️ 2. Contact Handymen for Availability (one month out)


             

            Admin Assistant - Call Designated Handymen

            • Call all Designated Handymen:

              • Request information on their upcoming availability
              • Note their availability in {where?}

            Action Item: Please confirm where their availability is being noted. 

            ➡️ 3. Notify Property Owners

             

            Admin Assistant - Schedule/Send Property Owner Email Blast

            • Email Blast to Property Owners:

              • Notifies all property owners
              • Tune Up Season is coming
              • Expect a phone call soon to schedule maintenance/repairs for your property

            Action Item for Iyesha - Create email blast template to owners to introduce tune up season

            ➡️ 4. Identify Week for Inspections and Repairs

            (Note: This is Completed For Each Property)


            Admin Assistant - Review Schedule

            • Identify Week for Inspections and Repairs:
              • Typically during a low period
              • Bring a few options to the property owner

             

            Admin Assistant - Call Property Owner to Propose Dates/Times

            • Phone Call Goals:

              • Notify Owner:
                • We're sending our team in
                • There will be a charge
              • Schedule Property Inspection/Repair Week:
                • Propose identified date/time options
                • Escalate to Engineering (Jake) as needed

             

            Admin Assistant- Block Property Reservation Dates/Times

            • Block the agreed upon dates/times for the property inspection/repair week

            ➡️ 5. Schedule Work Order

             

            Admin Assistant - Schedule Work Order (Breezeway App)

            • Manually Create Breezeway Work Order:
              • Utilize Work Order Template
              • Assign Responsible Vendor:
                • ACME Inspector - Pool & Landscaping
                • ACME Tech 
                • Handyman - Outside Acme

            ➡️ 6. Complete Work Order

             

            Assigned Vendor (ACME Inspector; ACME Tech; Handyman)- Complete Property 
            Pre-Walk

            • Walk the Property:
              • Add blue tape where needed this will be based on brand standards
            • Record Pre-Inspection Video and utilize blue tape as talking points

             

            Assigned Vendor- Record & Upload Video

            • Record video and upload video to owner

             

            Assigned Vendor- Make Decision

            • Makes Decision on Who Does Repairs:
              • Owner has 7 days to respond: My handyman / I will do it; You (ACME) do it; Don't do it 

             

            Assigned Vendor- Complete Work Order

            • Upload video of completed work walkthrough to the owner

             

            Assigned Vendor- Bill the Owner

            • Do not bill if property owner is on the maintenance program
            • For Handyman:
              • Handyman Invoices ACME
              • Acme Invoices the Owner

             

            Assigned Vendor- Close the Work Order

            ➡️ 7. Billing

             

             

            Admin Assistant- Collect Vendor Invoices

            • Vendors send invoices to Iyesha
            • If over time estimate, get approval

             

            Admin Assistant- Add Invoice to Work Order (Breezeway App)

            • In Breezeway:
              • Access Work Order
              • Upload approved invoice to the work order

             

            Accounting Manager- Bill the Owner