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Оглавление - Mastering property management
A practical guide and training program for HOA and property managers
- Usefulness of the presented material
- Why does this book contain seemingly different sections on property management practices and customer service training for managers?
- Chapter 1. Practice of managing apartment buildings
- Introduction
- 1. Where to start? (What is needed to open a service company) Is it possible to make property management a profitable business? What can the income be?
- 2. What is the profitability of the business?
- 3. What is business liquidity? Why is payment priority necessary?
- 4. How to determine a service fee and adjust it in the future
- 5. How to achieve high monthly collections and low accounts receivable?
- 6. What additional services can generate revenue?
- 7. Is it possible to achieve a high level of service in housing and utilities? In short — yes!
- 8. What skills and functions should a manager of a service company have?
- 9. What departments should a service company have?
- 10. Should the company hire employees or use contractors?
- 11. Business processes? Never heard of them!
- 12. Is it necessary to establish rules for living in residential buildings?
- 13. How to Interact Effectively with Residents
- 14. “Single window” or personal manager?
- Conclusion of Chapter 1
- Chapter 2. Customer service manager training program
- Introduction
- 1. What competencies should a good client manager have?
- 2. Creating a strong department
- 3. Corporate culture
- 4. Cold and warm sales
- 5. The structure of an ideal sale
- 6. Handling objections
- 7. Typology of Clients
- 8. Negotiations
- 9. Writing business scripts
- 10. CRM Systems and IP Telephony
- 11. Applied statistical methods
- 12. Sociology and marketing research
- Conclusion of Chapter 2
- Afterword