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Keys to Excellence

Last week, Lizz Loop, MPM® RMP® and I attended the National Association of Residential Property Managers Annual Convention in San Diego.  I taught a designation class on Owner/Client Relations, which is something I like to think FRPM does very well.  I contribute our success with our clients mostly because of my own background.  I was an investor before I was a professional property manager, so my expectations are frequently in line with the clients.  Also, we try to only take on clients and properties that share the same goals and approaches to managing the property as we do.  Today, 50% of First Rate Property Management's staff are investors and landlords themselves.  That says something.

Some of the workshops we attended were:  Organization, The Customer Experience - Creating a Customer Service-Centric Organization, and How to Structure Your Growing Company.  But we also attended a Business Development Class where the speaker, Joe Quitoni, is a Director with the Ritz-Carlton Hotels.  I found Joe to be amazing and I plan on spending some time and money studying their structure on customer service.  Also, Ivy Zelman, CEO of Zelman and Associates, shared her 20-years experience covering the housing industry.  Currently her firm performs thematic research overlaid with proprietary surveys to produce unparalleled differentiated, value-added research.

Lizz and I currently hold the Residential Management Professional and Master Property Manager designations.  Additionally, First Rate Property Management, CRMC®, is one of less than 50 companies across the nation that holds the distinguished Certified Residential Management Company designation.  It’s a hard designation to achieve.

Tony Drost
Property Management

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