Regional/Corp Visit Protocol

Modified on Thu, 24 Apr at 4:05 PM

Site Visit Agendas:

Property Managers should send their site visit agenda to their Regional at least 3 days before the visit.
Agendas should be results/outcome focused. Please include the items below and chunk them into a time schedule.
- You should add items to your agenda as they come up and send a revised agenda to your regional the day before your visit.
Keep high-level agendas for site visits and utilize your 1 on 1 weekly calls for the day-to-day items.
Showcase your application of The Pledge – How does it make you 1% better?
All teammates should understand their commitment and promise by signing The Pledge!
Be ALL-In every day!
Find the GB Report template attached.

What are the results you want from the visit?

(OPA: Outcome, Purpose driven, Action Items)

Agendas from Property Manager should include the following:

Property Manager

Financial Review (previous & current month)
- Income Statement Budget vs Actual
- Balance Sheet
- Forecasted Income Statement
Fiscal Responsibilities
Leadership: Team Review
Issues/Misc. Items to Review
Previous Visit Action Items Follow Up

Leasing Manager

GB Site Visit Report
- Student Site Visit Report Template
- Conventional Site Visit Report Template
Market Leadership
- Are you a market leader? Prove it with your comprehensive market survey. (hint – include important highlights of macro level events influencing market trends.)
- If you don’t have a LM, this list is your responsibility. (Delegate when possible)
Source Review – Weekly, Weekly YTD, Velocity Chart, YNM, etc.
Year's Lease-Up MAP Review
- - Renewal & Marketing Campaign/Plan/Calendar
  - Lease-Up Targets
  - Pricing and Specials Review
Customer Service Overview
- Reputation Management

Account Manager

Maintenance Supervisor

Preparing for the Visit ~ Separation is in the preparation!

Clubhouse POP - pull it out and make check marks (link to checklist)

Fiscal Responsibility - A-GAME - Be Prepared! Use your files folders and make one for the visitor.

You all should have current copies of your Monthly Statement, Balance Sheet, Trends, T-12 and Capital/Rehab (updated). No need to print copies for Arb.
What are you doing to address variances? Have your action plan ready to review with your regional.

Anticipate the line items that will be questioned and be prepared to answer questions. If you do not know the answer, do not makeup “fluff” – Be Honest.

Leadership –

5 Levels Review
- Who are you developing?
- Who is on the bubble?
- What level are you at with your team?
- Who is your #2?

Issues – Keep them high level

Be solution oriented. You should not present an “issue” to your regional without a solution.
Prepare data and estimates before the visit when they are needed. Send to your regional prior to visit so they can review and be prepared for discussion.

Leads/Direct Reports – Prepare your team to present with confidence. Their presentation is a direct reflection of you!

Meetings should be no longer than a ½ hour.
Make sure your team is prepared with the proper reports listed above and clear copies of all items above.
Leasing Manager - Market Leader focus! Make sure they are current on the current market status, trends, historical numbers and macro level events that might influence leasing.
Account Manager - Market Leader – They need to be prepared with a confident report on DQ collections, Bad Debt collections. Annual Bad Debt as a %.
They should be SOLID with all of this information.
They should answer questions on their own and you should not answer for them.
Schedule the time of meeting and make sure they are prompt to report. (unless they are leasing)

Maintenance Supervisors -

MS - will be present for property walk and should be prepared for the white glove test!
All vacants should be walked during the visit. MS should know the status and anticipated completion date for each vacant. Inspect to Expect!
Ask Regional prior to visit if they need to see occupied homes. Provide 48 hours’ notice at least 5 occupied apartments when necessary.
MS should have solid on Knowledge of Financials in R&M, TO and Capitals.
Student Housing - Turn Boards, Prep & Plans should be reviewed during Q1, Q2 & Q3 visits.
Updated seasonal, capital and rehab projects-current and future
Manger should pre-walk vacants and make ready’s prior to visit to eliminate surprises.
All shops, garages and storage areas will be inspected.
Pools should sparkle and look like a “Resort-Style” pool! Closely review #3 of the Pledge!

Visit Prep Tips:

Review action items from your previous visit and be prepared to show what you have done to act on them.
Review Pledge evaluation from previous visit(s)
Inspect to Expect. You don’t want surprises to pop up during the visit. Do your homework and prep for the visit!

Resources: