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784: How I Went from 200+ Tenant Phone Calls to 1 Per Year Using This “System” w/Pasha Maleknia

BiggerPockets Real Estate Podcast

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The Importance of KPIs in a Sustainable System

A good example of it is going to be identifying KPIs for how your system is working so that you know if your system is actually in good shape or not. In this case, again, the KPIs for us are our tenants happy about addressing their issues or not. So we send out two surveys every six months, basically, every year. And we ask our tenants, like, how do they feel they are being treated? How do they think their maintenance issues are being addressed? That is a great KPI because it tells us whether it's something that eventually our tenants are feeling great about it or not. If you're getting a lot of feedback that tenants aren't happy, then

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