Ep 42 | From Automation to Personalization — David Normand on AI, Outcome Ownership, and the Future of PM

Most property managers are chasing automation—faster responses, cleaner dashboards, more hands off.
But what if that’s the wrong finish line?

In this episode of Property Management Frame Breakers, Vendoroo’s David Normand flips the script: automation isn’t the goal. Personalization is.

We unpack how PMs became invisible not because they stopped delivering—but because they never designed for trust, relationship, and emotional touchpoints. And how Agentic AI isn’t just faster… it’s felt.

Here’s what we get into:

🤖 Why the future of PM isn’t “do more with less”—it’s “connect more with intention”
📉 What’s really behind owner churn (hint: it’s not fees or mistakes)
🧠 How to build memory, trust, and visibility at scale using AI
🔁 What it means to shift from task automation to outcome ownership
💼 Why your org chart is bloated with doing—and starving for thinking

If you’re building a business designed to feel good to your owners and sustainable for you—this is your episode.

🎧 Listen now and start designing for personalization, not just productivity.

🌟 Stay Connected with Us:

🤝 Connect with David Normand on LinkedIn
🎙️ Connect with Pablo Gonzalez on LinkedIn
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🌐 Visit Vendoroo's Website

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Chapters:

00:00 Breaking the Invisibility Trap in Property Management
04:23 When Owners Don’t Feel the Value, They Walk
08:11 Firefighting Isn’t Your Job (It’s a Broken System)
12:01 When To Stop Hiring Hands and Start Building Outcome Ownership
15:48 Meet Your Forever Teammate Agentic AI
19:36 The Future Org Chart Built for Capacity and Clarity
24:19 Why Maintenance Is the Moment That Builds Trust
28:41 The 18 Touchpoints That Make or Break Your Visibility
33:21 Don’t Let Knowledge Walk Out the Door (AI Won’t Forget)
37:56 Designing Scalable Delight With Fixed-Cost Service
43:09 From Inbox Checker to Wealth Guide - The PM Identity Shift
49:11 Scaling the Chaos or Designing for Freedom (The Choice Is Yours)