National Property Management Association

1. National Property Management Association Customer Partnerships Presenter Mike Russell, CPPS

2. National Property Management Association Customer Partnerships • Why is it Important ? • External Customer • Ratings can impact business growth • Provide input on how your system compares to others • Assist with continual system improvements • Provide guidance on what does and doesn’t work • Help communicate importance of property management to Sr. Leadership !!!!!! • Internal Customer • Support proper handling of assets • Report movements • Assist during inventories • Provide support during audits • Bottom line internal customers become additional property manpower !

3. National Property Management Association Customer Partnerships • Understanding Your Customer • Define who your customers are • Understand their needs and unique requirements as it applies to property management • Determine their personality traits, likes, dislikes and generational uniqueness’ • Are your external customers located in the area or out of state? • This might impact the number of face to face meetings and how reviewing status. • Are they willing to meet occasionally, quarterly or annually? • Are they willing to participate on improvement project teams?

4. National Property Management Association Customer Partnerships • Developing Customer Focused Strategy • Develop and communicate a clear, concise Vision statement • To be an Industry Leading Property Organization providing superior customer service and asset accountability. • Define a process for identifying opportunities for improvement, steps for corrective action, deployment and monitoring • Identify internal and external communication barriers • Survey your team and customers • Questions related to expected performance, expectations. • Compare results • Identify gaps differences

5. National Property Management Association Customer Partnerships • Developing Customer Focused Strategy • Analyze staffing to ensure you have the right team members in the right positions • Create a structured training plan to enhance current skill sets • Define checks and balances ensuring your performance aligns with your plan and expectations • Communicate with your customers frequently using various methods: • Brief telephone calls • Emails • On-site briefings • Newsletters

6. National Property Management Association Customer Partnerships • Developing Customer Focused Strategy • Validate your strategy • Review your plans and criteria and ask, • Does our plan meet customer expectations? • Are we adding value in our customer and companies eyes? • Have we met or exceeded customer requirements and expectations? • Utilize cross functional teams to evaluate your approach and strategies to ensure your goals are met. • Review your plan with your customers and ask if your plan meets their needs

7. National Property Management Association Customer Partnerships • Joint Audits • What’s the value • Provides opportunity to resolve deficiencies as a team. • Establishes expectations for both company & customer. • Clear understanding of what’s expected • Builds customer confidence • Active customer participation • Indicates you value your customers opinion's • Builds trust, cooperative environment

8. National Property Management Association Customer Partnerships • Building Customer Confidence • Annual briefings include • Outline past years accomplishments • Improved asset loss ratio • Property Awareness improvements • Deployed process improvements / results • Internal audit results • Findings and action plans • Annual metrics review • Current year goals • Process improvements • Training to upgrade skill sets • Internal audit schedule • Request customer participation • System upgrades • Request customers evaluation and suggestions

9. National Property Management Association External Audit Preparation • Audit Preparation Step 1 • Key to successful audits • Preparation • Indicates excellent organization & knowledge • Where do you start • Understanding audit scope • Developing audit schedule • Ensures • Adequate time to complete audit • Subject matter experts are available • Key program support teams are available • Clearly defines audit criteria

10. National Property Management Association External Audit Preparation • Audit Preparation Step 2 • Notify Stakeholders • Schedule face to face meeting • Review with stakeholders • Audit scope • What questions customers may ask • Potential findings and audit impact • FAR and special customer requirements • Defines expectations • Ensures consistency • Prepares SME’s & support personnel understands the process

11. National Property Management Association External Audit Preparation • Audit Preparation Step 3 • Prepare Customer Audit Notebook • Value • Provides quick reference guide • Presents an organized approach • Customer can utilize notebook within final audit report • Notebook includes • Overall Policy, procedures, work instructions • Property plan • Property awareness tools and plan • Property guides • Internal audit procedures and metrics • Inventory plan and metrics • Financial reports • Current improvement deployment plans

12. National Property Management Association External Audit Preparation • Audit Preparation Step 4 • Prepare Audit In-Brief • In-Brief should include • Review audit schedule & support personnel; • Cover past years accomplishments • New procedures • New metrics • New ILP’s • Ensure your customer understands continual review and improvement approach • Review current goals for the coming months • Planned process improvements • Expected results • Training to improve skill sets • Outline issues or concerns which maybe found • Share system short falls • Detail current improvement plan

13. National Property Management Association External Audit Preparation • Audit Preparation Step 4 • In-Brief should include • Engage your customer • Their assessment on data presented • Feedback on how you can improve • What they feel you missed or should consider • Ensure customer understands you value their opinion's • Customer should walk away feeling as a team member • Not an outsider

14. National Property Management Association External Audit Preparation • How does this approach compare to your companies? • Would you consider this approach? • What is your current customer relationship? • Will the information presented help you establish or improve your approach?