Property Management Growth with DoorGrow

What if AI could handle 95% of your maintenance workload, but the biggest breakthrough wasn't the technology itself? It was changing how your team works. In this episode of the #DoorGrowShow, Jason Hull sits down with David Normand of Vendoroo to explore how AI is transforming property management operations. David shares how companies are automating an average of 83% of maintenance work orders, improving resident satisfaction, and managing nearly 1,000 doors with just one maintenance coordinator. They also break down the AI Four-Bucket System, why some teams struggle to adopt AI while others thrive, and the shift from managing everyday tasks to managing outcomes. If you're still running maintenance the old way, this conversation might completely change how you think about growing your business. You'll Learn [00:00] Introduction: The Future of AI in Property Management [01:28] How AI Is Transforming Maintenance Operations [08:41] Real Results: 24/7 Communication, Faster Responses & Happier Residents [14:26] Why Most Property Management Companies Struggle with AI Adoption [18:09] The AI Four-Bucket System: A New Way to Manage Maintenance [24:25] Maintenance Metrics, Vendor Performance & Team Accountability [28:40] Training Your AI Teammate and Redefining Human Roles [39:02] The Biggest AI Adoption Mistakes & What's Next for Property Management Quotables "And what took a property manager 30 minutes to do now took them 30 seconds to do, and they look like an absolute pro." "They want better outcomes. They want better thinking, better decision making being done." "Stop trying to do everything yourself. You can't be everywhere. You can't be on every phone call. You can't be on every email. Now you can be." Resources DoorGrow and Scale Mastermind DoorGrow Academy DoorGrow on YouTube DoorGrowClub DoorGrowLive Transcript Jason Hull (00:01) All right, we're live in five, four, three, two, one. Hey everybody, I'm Jason Hold, the founder and CEO of DoorGrow, the world's leading and most comprehensive coaching and consulting firm for long-term residential property management entrepreneurs. For over a decade and a half, we have brought innovative strategies and optimization to the property management industry. At DoorGrow, we are on a mission to transform property management business owners and their businesses. We want to transform the industry, eliminate the BS, build awareness, change perception, expand the market, and help the best property management entrepreneurs win. Now let's get into the show. So my guest today, David Normand, is hanging out with me here from Venderoo. David, say hello to everybody. David Normand (00:51) Hello everybody. Nice to see you again, Jason. It's always great to catch up with you. Jason Hull (00:54) All right. Great to have you again on the show. So you guys have been up to, I mean, the AI revolution is upon us. We've now graduated somewhat into AI Slop. Everything's getting created by AI. Nobody knows what's real anymore. AI models are now tearing apart books so they can train the models on stuff before 2020, before AI started getting its fingers into everything. And so it's just it's become crazy. And here we are. So David Normand (01:22) Here we Jason Hull (01:24) And today we're gonna talk about the AI four bucket system, whatever that David Normand (01:27) Ha ha. Jason Hull (01:28) is. So give us catch us up. Where do you th like take us back a little bit? Where do you feel like AI is right now? How is this relevant? And then let's get into your AI four bucket system. David Normand (01:42) Yeah, yeah, for sure. So, you know, I always go back. I have a very fond memory. Uh I think my first step onto the stage was actually at one of your uh conferences down in the Austin, Texas areas where we first kind of came out and kind of set up like we're the guys that are crazy enough to kind of jump into this and we're gonna see if this can help our industry was like kind of like our first pledge, right? And now here we are almost three years later. And It seems that it's been ten years since, you know, people I think about like what we're doing, you know, in in 2024 versus what I'm looking at daily that's happening here as we're getting into Q4 of 2026. Um, Jason Hull (02:25) Yeah. David Normand (02:25) so what are we seeing? Um let's talk about some highlights that we're seeing I think that are pretty cool before we get into what I see as been the biggest issue in the last six months. That's really what I want to talk Jason Hull (02:35) Mm-hmm. David Normand (02:35) with you about here today and and and The the AI four bucket system and what that really means. Um, Jason Hull (02:41) Okay. David Normand (02:41) like like the cool things that I'm seeing at a high level. Um, women is uh 83% is the uh average of work orders that are now being automated across the board without having any human involvement in it whatsoever. I think that's pretty cool. So yeah, so 83% Jason Hull (02:59) That's amazing. And that's the average. David Normand (03:03) that's the average. Yep, the everyday we see. Jason Hull (03:05) So there's people that are doing better than that. David Normand (03:07) Yeah, I mean I definitely have top people that are sitting in the low 90s consistently, 95% across the board for sure. Yeah. Um, yeah, Jason Hull (03:14) Wow, that's amazing. David Normand (03:16) yeah. So we're seeing that across the board. Um, resident satisfaction, um, ninety-four percent, which has been a really interesting behavior to watch as residents have simply kind of said loud and clear. Um Your office is now available when I'm available, not Jason Hull (03:39) Yeah. David Normand (03:40) when you're only open. That's a really cool signal to see. Um, you know, and and I always correct everybody when they say chatbot. Like if you say chatbot, you're talking like early 2000s, Jason Hull (03:51) Yeah. David Normand (03:52) right? Uh, and seeing the behavior of our resident communities that are using exclamation points, emojis saying have a blessed one or thank you when they're responding to. your AI teammate that's working in maintenance that to me that has bridged the cross you know the across the bridge into trust and and identifying this as a person that can really help them with their needs and issues. I think that's a really cool behavior that I've seen. Jason Hull (04:19) Yeah. David Normand (04:20) another one uh is a uh 12.5% reduction in the number of residents are actually frustrated with the maintenance process. I think that that is a phenomenal metric when you're looking at when we studied Jason Hull (04:36) Yeah. David Normand (04:36) beforehand, uh 15% of every maintenance ticket ended in a frustration for a resident. And we're seeing that number now bouncing at around like two and a half to three percent uh across the board. Jason Hull (04:48) Wow. David Normand (04:49) I think that that personally as a person who's sat on operations for 20 years, those are the the metrics that start giving me goosebumps that are like, okay, this Jason Hull (04:59) Wow. David Normand (05:00) is having a significant impact. on the way that we are meeting our resident community when they are available, right? People work second shifts, people work third shifts, people are looking for real-time support. Um so, you know, you think about two years ago a person had to log into a PMS system, they had to create a work order, they had to wait for somebody Jason Hull (05:21) Yeah. David Normand (05:22) 12 or 24 hours to get back to them. Now They can simply call or text the work orders created for them and within 15 seconds they're speaking to a qualified maintenance representative who's helping them with their situation or getting a vendor assigned to them. Like that's that's quite the the experience, uh, you know, the change of experience for residents. Jason Hull (05:39) That's pretty amazing. I mean, it this almost sounds like that Tesla self driving moment where you're like, my gosh, the car is better than the human at driving now. And David Normand (05:48) Yeah. Yeah. Jason Hull (05:49) for those that have not had a Tesla drive them around lately, like you just don't get it. You don't believe it can be that good. But it's better than people. It the David Normand (05:55) Yeah. Yeah. Yes. Jason Hull (05:59) accident rate's lower. And I mean, getting this down to two point five to three percent, uh, that's the percentage of people that are frustrated. David Normand (06:09) Yeah, so we yeah. Jason Hull (06:09) With the maintenance ticket? David Normand (06:10) Yeah, we studied it before and it was always around fourteen to fifteen percent uh before we opened up like resident sentiment insights. There's a whole platform that we kind of opened up to study this, and then you just saw when we launched that agent that was looking into why people were frustrated and giving our teammates, our human teammates in our office real insights to what they do can resolve, you just saw the number. Jason was crazy. See on the graph, it launched and within twenty-five-thirty days you just saw the number. plummeting, um, you know, uh of what's going on. Yeah, it's really cool. Jason Hull (06:41) So these are innovations you guys have had. What are most companies that are not using a system like this or maybe some other system? What is the like s frustration percentage typically? Any idea about that? Oh. David Normand (06:55) Um well that's what we were studying. We were studying yeah, so we were sold it was about fifteen percent of all of their maintenance before, yeah. Jason Hull (07:02) Okay. I thought you meant your program was fifteen percent and now it's down to this, and I was assuming David Normand (07:06) Yeah, no, we yeah. Jason Hull (07:08) then others were worse. David Normand (07:09) Mm-hmm. Yeah, no, we were looking in there about fifteen, but but you think Jason Hull (07:11) Okay. David Normand (07:12) about it, like think if you have a restaurant or think if you have something, or even fifteen percent and ten percent is that is leading to churn every month. That's a real that's a that's a large number. Jason Hull (07:21) Yeah, that could be a real problem. So okay. So now you had mentioned n some are have ninety-five percent of maintenance being handled by vendoroo, which just has to be a huge load off of the property manager's shoulders. I mean, this is usually the biggest source of frustration and the biggest complaint the business owners have. It's like the it eats up the majority of their attention and focus to to have that handled. Uh do they go, Hey, this is like a miracle or amazing or do they just move on? They're like, this is the new normal. We gotta now work on other stuff. Let's go. David Normand (07:56) Yeah, you might yeah, there's a little bit about that now where we're I think now now that we're reaching adoption and with the new command center and the insights that our individuals are seeing, they're starting to really understand what it actually takes to run maintenance twenty four seven in real time. For an example, you know, there's a one client, these these guys absolutely crush it. you know, they have about 800 doors, and you can see the number of communications that your your AI teammate, and it's a big, big thing to point, right? Rue is the teammate that they're hiring, and the first step in the process, I tell everybody, you have to name your employee, right? It's just like hiring an employee. So we're Jason Hull (08:39) Yeah. Gotta name it. David Normand (08:41) looking at the data, and this last month, or actually each month, their AI teammate averages 30,000 communications a month. It's handling. Right. Jason Hull (08:54) Wow. David Normand (08:55) And the cool part about that, 10,000 of those communications are happening when their office is closed after hours. Right. Working with all those residents. Jason Hull (09:04) Wow. So a third David Normand (09:06) Right. Yeah. And so what so what I show them is like why why is there 30,000 communications? Because previously before we all had vendor KPIs and SLA wish lists that were like if a vendor doesn't accept a work order in twelve hours and three hours, but humans could never keep up with that. Right? Jason Hull (09:27) Right. David Normand (09:28) Right. Now we can. And so as a result, we're seeing, you know, fewer open work orders and and companies are like, wow, I would have to have hired eight VAs, nine VAs, ten VAs to keep up with that number of communications real time around the clock. And now they're getting it at a fraction of the cost through their AI teammates. So that's really Jason Hull (09:48) Yeah, that's that's amazing. What um yeah, it really makes me wonder what um what amount of communication would an a hundred door company normally have going on with all these VAs and team members and stuff. And the communication you don't see often is the chaos of the communication internally between multiple people in the business. This is where a lot of chaos gets injected into companies that are over 200 units. Is the existing team communicating with each other? David Normand (10:19) Yeah. Yeah. Slack message to death, right? Now the reason why is because no one has insights or visibility. Now we've moved forward to a place where, first of all, you don't even have to ask a question anymore because your maintenance coordinator already has broken down all the answers that you would ever need to a work order proactively for you. That's number one, right? So that's gone. Number two, the questions that you can ask have changed. Instead of Hey, what's the status of this work order? Because you're talking to an owner. The question is now is can you please generate me a detailed email owner overview and include if the resident was happy or not? And then 30 seconds, you have this master report of this work order that you can share to the owner. And what took a property manager 30 minutes to do now took them 30 seconds to do, and they look like an absolute pro. Not to say they did it before, but like that level of detail, Jason Hull (11:12) Yeah. David Normand (11:13) and you're on with the phone with an owner and you're saying, Yeah. Hey, hang on one second. I'm gonna email you while I'm on the phone with you, a detailed overview of this work order. And the person gets that. The owner's like, uh, okay, now I know why I'm paying you, right? Yeah, yeah, really cool. Jason Hull (11:26) Wow. Yeah. Yeah, that just some of that just wasn't possible in the past. David Normand (11:32) 24, 48 hour response times. And and the big push that I'm seeing now is that so uh a number of companies have gained such trust in their AI teammates to handle maintenance coordination that now they've moved into the next frontier of owner communications. And we're starting to see the first owner feedbacks coming in of like, my gosh, thank you so much for this fast response. Or Thank you for keeping me updated throughout this entire work order. I love this visibility. Those pieces where owners were sitting in the dark. Now you don't have to hire people to come on and like, you know, an owner could be like, I want to be up, I want to keep me updated anytime that you assign a vendor. Okay. Well, previously that was just like an alert from a PMS system. A vendor has been assigned to this job. Anxiety to the owner. Is it a big job? Is it small? I have no contact. They're going to spend $10,000. We can't eat this month. Jason Hull (12:28) So then they're calling. Yeah. David Normand (12:29) Yeah, yeah, right. Jason Hull (12:31) Hey, what is this? What does this mean? Do I need to do anything? Yeah. David Normand (12:34) Totally. Now it's like, you know, hey Frank, just want to let you know this resident submitted this work order. Here was the issue. This is the troubleshooting steps that I did. They weren't able to fix it. I see that you have a $500 NTE. I'm sending out the trusted vendor who was there six months looking at the job previously before. Uh if it's over the NTE, I'll give you a quick ping with an estimate. If not, they'll go ahead and get it fixed, but everything else other than that looks okay. And you see the owner, thank you for the update. Great update. Like or I appreciate that so much. Keep me in the loop. And I that's really what's exciting me now is I think owners have sat on the sidelines and we've been very taxed as an industry to try to keep up with their needs and we're really meeting the owners too, as well as the residents. So it's awesome. Jason Hull (13:15) For the newbies listening that don't have anything like this, could you just explain NT real fast for them? David Normand (13:21) not yeah, not to exceed most people have like a two hundred dollar limit or a five actually the average is around five hundred. So basically the owner's saying, Don't bother me if you can get the work done for less than five hundred dollars or something. Jason Hull (13:32) Yeah, and so it's usually written the smart property managers have this written into their PMA, their property management agreement with the owner, that if it's below this dollar amount, we can just take care of it without having to like talk to you all the time. So yeah. David Normand (13:45) Correct. Correct. Rue Rue checks it, sees what the the owner's NTE is, and then can just action the work order and get that approval of the owner if it it if it exceeds it now. So yeah. Jason Hull (13:56) So I'm really curious because you said you've got some as high as ninety-five percent, average is eighty-three. I'm sure then there's some that are like doing it poorly, that are just aren't haven't really implemented this. What is the kind of di determining differentiator between the companies that are maybe it's doing, I don't know, sixty-three percent versus eighty-three versus ninety-five percent? David Normand (14:19) Yeah, and you just teed me up for the AI four bucket system, so I appreciate that. Yeah. Yeah, right. Jason Hull (14:23) Cool. I love it. Then let's lean right into that 'cause I'm curious. David Normand (14:26) All right. So let's all take a pause and take a deep breath and just kind of shake off the AI vomit that we've had for the last two, two and a half years and every social media, every conference that we went to, Jason Hull (14:42) Yeah. David Normand (14:42) and just like, okay, okay. It's here. We're all accepting this, we're all going through this journey. But as a consultant, which I have been spending most of this year in capacity working with companies, I noticed that the the single thing that's preventing people from achieving that 95% is companies felt that they needed to introduce AI into their business because everyone was telling them they had to, but they didn't realize or have not yet come to. The conclusion that the the entire way that you run operations has changed. And they're continuing to try to work the same alongside an AI teammate. Versus realizing that everyone's roles inside of the company, their value of the task that they focus on has now shifted. Okay, Jason Hull (15:41) Yeah. David Normand (15:42) right? So previously, uh so I would ask this question to an owner. Would you rather a human spend time on assigning a vendor? Or would you rather the human spend timing on evaluating which one of your vendors are giving you the best price, the highest work order acceptance, and the best quality when they're working with their when they're working with on a maintenance ticket? Would you rather a maintenance coordinator spend time on asking if the vendor scheduled the appointment? Or looking at real-time insights of when a resident is detected frustration in real time. Right? So there not everyone's Jason Hull (16:22) Yeah, they want better outcomes. They want better thinking, better decision making being done. David Normand (16:26) Yeah. Yeah. So I call them we have now moved from asking our human-led maintenance teams to work on mundane repetitive tasks and now focusing on high value tasks. Right. A Google review, a resonance sentiment, a vendor performance, and owner support are things that I would rather have people focus on versus hey, did you get this job scheduled? Right? Or hey vendor, can you get me your invoice? Like, you know, those are things that like the you know, Rue does a phenomenal job at, right? So as a result of studying the behavior and the values and what everyone's working on, there's now a new methodology for running maintenance. Right. There's a new when our teams show up tomorrow and they sit down at their desk, before they used to like look at emails and look at their text messages and what fires are burning, you don't know what's happening. And now you have a defined four-bucket system. Every single day you come down, you're looking at escalations, health of my resident community, health of our maintenance metrics, and then training and knowledge. Right? These are four things that you're focusing on every day that are leading your AI teammates. And as long as you focus on those four pieces, you without a doubt, you'll be at 85% automation. And if you nail those, you'll be in you'll be in the nineties and the only thing you'll really be working on is uh doing approvals that are over the NTE. That's basically the only task that you have left if you're not asking the AI agent to do that with the owner itself. Jason Hull (18:04) Got it. Okay. So take us through these four things so we really understand them. David Normand (18:09) Yeah. Um do you would it be best to talk? You want me to share a little bit or you want to talk or like I can how would it be best for your customers here? Because I can just talk through each one of them if maybe if that works best for this podcast. Yeah. Okay. Jason Hull (18:20) Yeah, let's just talk through Um, you know, 'cause some people are just listening, so David Normand (18:25) Okay, cool. So the very first thing in the beginning of our day is now. So you know, I'll just use it as an example here. Okay. I'll just we're just gonna go through this client's, I'll talk through the data through you guys. Okay. So they currently have a hundred and eighty open work orders, okay, right, Jason Hull (18:46) Wow. Ten. David Normand (18:47) today. Okay. Their maintenance coordinator, uh Rue, said Jason Hull (18:53) And this is what size of company? Just give us a a b an idea. okay. Yeah. David Normand (18:56) This is this is there they're just under 800 doors. Okay, right. And um their maintenance coordinator, Rue, who they they've named. Um, her name's Maya, um, which is so important. Everybody know keeps saying this. Name your AI employee. It's so important. Uh Maya is the name of her. Yeah, Maya's the Jason Hull (19:12) What did they name it? Maya, okay. David Normand (19:16) name. So she has there's 180 open work orders, 168 of those she has taken care of. Everything's good. Jason Hull (19:25) Wow. David Normand (19:26) You don't have to pay any attention to this. Okay. It's Monday, so escalations are always higher on Monday. So of those 180 work orders, she has 12 questions for the person who she works with inside that office. There's one person that's running maintenance for just under 800 doors. They have one person managing maintenance for just over those doors. So Jason Hull (19:48) Okay. David Normand (19:48) this morning they have 12 questions. Okay. For the purse. Yeah. Yeah. Jason Hull (19:51) For the maintenance coordinator to to resolve. David Normand (19:54) Hey, listen, this is up, or this vendor's not doing this. I need a direction. I got two estimates here, which one do you want me to go? Whatever, whatever that piece of directive that they're looking for. Okay. Jason Hull (20:04) Got it. David Normand (20:04) So this is the first thing that we now do as people who are leading AI teammates in the morning is work on escalations. And on average, that's about 45 minutes of their day. Jason Hull (20:18) Okay. David Normand (20:19) Okay. Jason Hull (20:21) So they're gonna go through, maybe spend two, three minutes on each of these questions, figure out, all right, let me read this, let me give a response, let me figure out a next step. David Normand (20:29) Yeah, here's some context. All right, that vendor is not responding. Sounds good. Go to the next one. I'll talk to him. They're working as a team. Okay. So they got those done. Right. Jason Hull (20:37) Cool. And then the rest of the day they pretend they're working. David Normand (20:40) Well, this is the big change, right? So now it's like, what do Jason Hull (20:42) Ha ha ha. David Normand (20:42) we do? Right? We need this person, right? So Jason Hull (20:45) Okay. David Normand (20:45) next we move into resident sentiment. Jason Hull (20:50) Okay. David Normand (20:51) Right? Because Rue is now handling all the communications, right? No one's communicating on their personal cell phones anymore and personal emails. Rue's handling all these communications. Rue can detect in real time that anytime it detects that a person's frustrated because of a bad policy. A vendor engagement, a vendor delay. There's certain categories that it understands that are linked to things Jason Hull (21:15) Okay. David Normand (21:16) that they can work on and it detects them in real time. And so Jason Hull (21:19) Yeah. David Normand (21:19) then they come in the morning, they go, is anybody in my resident community currently frustrated right now? Now think about this as an experience, Jason. I see this all the time. An alert happens and the resident says to the vendor on a text. This is a text between the resident and the vendor. You told me you were going to be here 30 minutes ago, three hours ago. Jason Hull (21:41) Yeah. David Normand (21:43) That then that person is alerted, potential frustration, potential fire. I see a spark, red flag. Jason Hull (21:48) Red flag. Yeah. David Normand (21:50) And then that the that maintenance coordinator, there's a little message. They can hit message resident, and they can Hey, I just saw that you having some trouble with the vendor. I'm reaching out to right now, get back to you. And the resident's like, How did you know that? Right, right. I'm having an out-of-your PMS, an out-of-your office communication, and you have insight over that. Talk about your residents feeling like you're on top of your maintenance experience. Then on the flip Jason Hull (22:17) Yeah. David Normand (22:18) side, it detects every time that a resident is expressing satisfaction or gratitude for the maintenance. So you'll come in in the morning and you'll see two negative detections and you'll see like 72 positive detections. And Now they are using those 72 positive directions, and they can they that person can manually go. These are great opportunities to engage, Google review, review process, and understand why this went well, who was the vendor, get a Google review. So I'm spending time on Google Reviews, Lead Gen. And what's really Jason Hull (22:54) Yeah. David Normand (22:54) cool is I'm teaching people and they are closing new business. by showing new potential owners this resonant sentiment portal and this health portal. This is the level Jason Hull (23:06) Yeah. David Normand (23:07) of oversight we have on your maintenance. And owners are, it's actually becoming a way for people to close new business, which I didn't build it that way. It's a I kind of saw it and people are using it. I think that's really cool. That's really touching the point with owners, really hitting home with them. Jason Hull (23:22) Yeah, absolutely. I mean if if they could showcase that publicly as some sort of score, that'd be even even cooler. But yeah, showing you them David Normand (23:28) There is a sore. Jason Hull (23:29) your back end, it's like, Hey, this is legit. Look at our David Normand (23:31) Yeah. Jason Hull (23:32) system. David Normand (23:32) There is a score. So actually there's a new KPI we developed for them. So the owners of the companies now can set a score inside eternally that we expect the health of our resident community to be a 65. It's it's graded zero out of a hundred. I want it to be a sixty-five. Seventy's great, eighties phenomenal. And now you can see every day you can have a new KPI for your team. It's no longer what's our average time for work order completion. Because you could be at seventy. Jason Hull (23:58) Yeah, it's like what's the what's the actual sentiment? David Normand (24:00) Yeah. Yeah, you could be at seven days work order completion and everyone's high fiving, but all your residents are upset and your owners are upset. Right. Jason Hull (24:07) Yeah, sure. Right. You can do things fast and be a jerk about it. Yeah. David Normand (24:12) Yeah, yeah, yeah. Or quality, right? The work's getting done, but they're always complaining that the quality of the work is poor, whatever it is. Okay. All right. Jason Hull (24:19) Sure. Yeah. David Normand (24:19) So now they're done that. For most people, that's another 30 minutes. Okay. Jason Hull (24:24) Ken. David Normand (24:25) Right. So now we're into this like maybe that's the first two hours of their day. They're having a coffee. They're looking at the stuff, making some actions, right? Then we go into maintenance metrics. And now in maintenance metrics, we have the ability to see the complete life cycle of a work order. Who's holding up which stage of the work order? Is it the resident not responding? Is it vendors not accepting work orders? Taking long to get in estimates, taking long to get in bids. Is it your own team members? I show all owners this. Rue tracks the efficiency of their team members responding to Rue. And shows everybody that a healthy response time is six Jason Hull (25:06) Yeah. David Normand (25:06) hours. Your team's at two hours, two days, three days, you'll see these. Right? And imagine a Slack message sitting there for three days. Jason Hull (25:16) Right. David Normand (25:16) Okay? Right? And so now the owner doesn't have to ask anymore, hey team, how's everything going? How's the health of maintenance? They have an operations manager, Rue, who's actually reporting a full operations suite of maintenance metrics, including. The number of work orders the vendors are getting, their acceptance rate, the time it's taking them to do it, how many communications does it take this work order to get done with this vendor? And then overall Jason Hull (25:42) Yeah. David Normand (25:43) the quality of the score of that resident's involved, that vendor's involvement with your residents. Stop giving free work to vendors who when Jason Hull (25:51) Yeah. David Normand (25:52) your residents don't like 'em. They're just because they're cheap doesn't mean that the resident's happy. Jason Hull (25:57) So right now I I just had this moment where I was just so into our conversation I forgot we were doing a podcast and I was like, my gosh, I wanna I there I have some clients right now that I need to tell about this. And that happens to me all the time. But David Normand (26:10) Yeah. Jason Hull (26:10) I was thinking about some clients right now. I'm like, man, they c they I want them to hear this. yeah, they will. It's it's on our podcast. This that's David Normand (26:15) Yes. Yeah, the on the podcast, right? Yes. Jason Hull (26:18) so cool. Yeah. I mean 'cause What's really frustrating is when you have one team member you've turned over maintenance to, you're trusting them to handle and deal with the outcomes, and then you have no idea whether they're actually doing a good job or not, because they're the one reporting to you. David Normand (26:34) There Jason Hull (26:34) But now you have a system that's creating accountability. David Normand (26:37) Rue actually sends out performance scorecards to the owner on a monthly basis and says about their team, hey, just as an FYI, the industry best practice for responding to escalations is six hours. Your team's at two days, your vendors are doing this, your resonance sentiment has been untouched for 24 hours. And I see there's three people that are frustrated. I don't think they're taken care of. It actually holds that team accountable. And so owners Jason Hull (27:05) Yeah. David Normand (27:05) have that connection as the operations manager through Roo and so it sends out report cards on. Jason Hull (27:12) Okay. Dang. That's really cool. That's really David Normand (27:12) Yeah, yeah. But it's really cool. All right. Jason Hull (27:15) cool. Cause the I mean the hardest variable in this is always that human element. You want to make sure you have team members that are good. Uh and you know, if they're a good culture fit, usually they're in sp the motivated to do good work. But then, you know, how do you know that they're actually doing good work? So that's really cool. I love that. David Normand (27:32) So now we can see, right? Abuse of language, that all types of stuff that's in there. It's really cool. All right. So now, so we went to escalations. We go to the health Jason Hull (27:40) Mm-hmm. David Normand (27:41) of our resident community. We're looking at our maintenance metrics. Okay. Now we're about like, you know, halfway through our day. And then the last thing that people do, 15, 20 minutes a day, you just go and look at all the work orders that Rue's handling. So in Maya, in this case, got 168 work orders, and you're just looking at How is she communicating with the residents? What policy did she use? Why did she select this vendor? And just like an employee, it's so important. You get to just go, good job on the work order. Good job. Yep. Jason Hull (28:11) Wait, David, I've I have an open loop. So uh for the for s bucket three, right, the maintenance metrics, how long are they typically sort of spending dealing with that? David Normand (28:21) They can review that every single day and if they're not seeing anything that's jumping out as an alarm, that could be a five minute review, or maybe that they have to go three or five vendor phone calls. Yep. Yep. Jason Hull (28:32) Okay, got it. So maybe five, maybe half hour max, maybe. David Normand (28:36) Yeah, yeah, yeah. Jason Hull (28:38) Okay. Cool. And then bucket four David Normand (28:40) Bucket four is what I call is knowledge training, the trust but verify bucket, right? You now have insights into how your maintenance coordinator is working. And the beauty of this is that on every communication, right? Root organizes all of her communications with the residents, with the vendors, and on every communication, there's a little brain there, and you can look at the brain, and it shows the logic it's using to have this conversation, the policies or procedures you taught it that it's using it. And you hit good job, and it's like, yes, I'm getting this, I'm duplicating you, I'm working as a teammate, or you can say, Hey, I need to adjust your behavior. You know, when triaging uh ACs down here in Louisiana, we also have swamp coolers. I need to teach you a little about a little bit about swamp coolers or something like that, right? Right. So that's duplication. Jason Hull (29:26) Got it. So this is kind of the feedback loop portion. It's after David Normand (29:30) Yes. Jason Hull (29:31) you go through all this, it's it's providing feedback. Now is this giving you the it some sort of system dashboard, some sort of methodology to be able to provide this feedback in a in a useful way? So it's easy for the the human in the loop to make some decisions here. David Normand (29:48) Totally, all of it. You can see all the decisions that you've made, the logic, the context, why you're getting involved in a work order when it's suggesting you shouldn't. It's really guiding you. So you can use, and the cool thing about it is that Rue's community, right? We have over 500 installations now, and Rue's community is growing of property managers and it's looking at best practices, it's looking what other people are doing, it's just giving tips. Hey, just as an example, on this policy. I don't think we need to talk with the resident here because your policy has nothing to uh doesn't give any details that if the light bulb is like requires a ladder or it's higher than 10 feet, like we could have resolved that with the resident, but I couldn't because you don't have that in your policy. Let's make that change. Right? So Jason Hull (30:33) Yeah. David Normand (30:34) learning those best practices and what you're seeing now is the quality of policies, which are so critical to the initial resident communication on so many work orders. Like what used to be one or two sentences when we first started this journey with property managers who would give us their policies? Rue is now giving them best tips and practices, and policies are turning into like four or five paragraph prompts, right? But that's okay because the human team doesn't have to carry that out every time. Rue's using that context to provide unbelievable support to the residents when they're submitting a work order. So why not dump in all that data that you would have in your head where Before you were like, well, I would just hand it on the phone and the resident calls me. Right, Jason Hull (31:16) Yeah. David Normand (31:16) right. So this new system. So now, and I and I'm really challenging everybody on this. I actually am pro getting rid of the title maintenance coordination because it no longer adequately explains the skill sets and the job title that we are asking people to do. On a day-to-day basis when we're overseeing maintenance. And now we have people that we need our head of resident experience and AI knowledge, endpoint reliability. Jason Hull (31:49) Okay. David Normand (31:50) You know, like, like, like let's get and I think it's a really cool opportunity for us that for so long, maybe property management has not been the choice of industry for a lot of people who think it's like a grind, like I don't want to work with maintenance, versus now exciting Jason Hull (32:03) Yeah. David Normand (32:04) new people that are coming out and and looking for exciting jobs, work with AI. Like we can offer those in this industry now. And I'm really excited about that for like a new breed of people to come in and really kind of take this to the next level. I think it's really exciting opportunity for us. Jason Hull (32:19) So if somebody decides to get Vendoroo and they're using this, do they need somebody that's like a twenty year veteran of the maintenance industry to manage this thing to make it work well? Because it's really hard to hire and find. Or you finding now they just need somebody that's pretty savvy with AI. Where's the balance there? What would be the ideal candidate then to work with Vendoroo to coordinate the maintenance? David Normand (32:45) Yeah, yeah, Jason, great, great question. So um, you know, the words that immediately come to mind is when you're interviewing somebody, um, storyteller, critical thinker, right? Process orientated, because Rue already has basically all the answers. Rue has all the knowledge. You like, yes, is it valuable to have somebody with 20 years of knowledge that can teach Rue unbelievable things about how the triage A receptacle in a 1924 house that's on the third floor of a basement in three feet of water. Sh yes, right? I get that. Like that's like super level knowledge. But the the person that you really want to look for is the person that's able to sit back and look at the story of data that Rue is showing it and how to make sure that those endpoints, the relationships with those vendors, right? The relationship. with policies, the relationships with best practices in your team, um, communication policies, that is really the skill set that you're looking for. Not that I know how to do this better and I'm always fighting the AI's opinion on like how to triage something that for for the vast majority of the industry, the majority of people triage everything basically the same. They really do. I look at the data every day. There's not there's some people that like triage like, you know, uh what is it, a garbage disposal differently, maybe by a question or two. But Jason, for the most part, the majority of the industry is triaging the same. Jason Hull (34:23) Yeah. So David Normand (34:24) Right. Jason Hull (34:24) David, I mean it's just really sparks the question if they're gonna use a system like this now, w is this something is their maintenance coordinator the right person to run this? Because some of these maintenance people are sometimes they're they've been, you know, they're a former contractor. They are they're low tech. They don't understand the technological side of things. Getting this implemented is a challenge. And they may not be the right person. And then personality wise You know, historically, like in Myers Briggs, you want somebody with a J that's very in the box, very organized checklist. They love spreadsheets. But maybe that's not the person that can extra extrapolate, come up with ideas that would be a P or perceiving in Myers Briggs that can take a a network of different ideas and all these different tools and create a bigger picture vision in their head. And so it almost seems like we're change AI is now changing the type of people that will win and succeed. David Normand (35:21) Um, so let's see who's winning and succeeding. Uh, we built this for a very specific personality trait that is uh rampant within our industry, control freaks. Okay. Right. Jason Hull (35:35) Okay. David Normand (35:35) So a lot of people in property management are control freaks, right? Come Jason Hull (35:39) Yeah. David Normand (35:39) on, we're all control freaks, right? What's happening now is that they had the ability, instead of them, if they always say to myself, if I could be everywhere, that would be amazing. And now they have that opportunity. So, if they can Jason Hull (35:52) Yeah. David Normand (35:52) take their industry knowledge, and what I'm doing now is I'm teaching them the skills of how to apply those of getting out of the weeds, getting out of the spreadsheets, engage your right side of your brain. I know you have all this knowledge, and start thinking about how you could look at the data and make one policy change and reduce your resident frustration from a 63. To a 68 because you saw that this policy was causing issues on these 10 work orders. Right? Jason Hull (36:22) Yeah. David Normand (36:23) That's the shift. That's the shift. Stop trying to do everything yourself. You can't be everywhere. You can't be on every phone call. You can't be on every email. Now you can be. And when they're able to step away from that, being in the weeds to looking at the above the trees, that's where I'm coaching and consulting with people every day. So that knowledge and those people that have been here for 15, 10, 20 years. is so valuable that skill set of transitioning of getting out of the weeds and duplicating yourself is what I'm helping and coaching them on. So do I think that they can exceed? For sure, because I'm doing it daily. But do I also think that new people can come in with different skill sets that definitely don't know everything about maintenance and still have unbelievable results? That door is wide open now, for sure. Jason Hull (37:09) That's wild. So I mean this really for business owners listening, a lot of times the transfer of knowledge, because initially they did everything when they got their business started. And the transfer of that knowledge to somebody new they're gonna hire that's gonna take over maintenance and the trust involved there, that's a big challenge and it's a very difficult thing to do. And a lot of them don't want to let go of it. They're control freaks. And I think we're all control freaks, especially, meaning we don't want to give up stuff when we don't have the right people we can trust to do it. The cool thing about AI though is it can become whatever you need it to be. It could be basically become whoever you need it to be. David Normand (37:46) Who love that? Jason Hull (37:48) And so, and it functions like the it it's all the AI models have been trained on being human. That's really what they and so a lot of times people are like, I don't know if I could work with AI, I don't know how to do it. You know, or sometimes my wife's like, Hey, could you go ask your AI tools to do this thing? I'm like, you just go ask, just go ask. You just talk to it like a human. David Normand (38:07) Yeah. Jason Hull (38:09) It's trained to be like a human. That's it. It's that simple. David Normand (38:11) It's the biggest thing I tell everybody. I'm I'm like, are you good at hiring an employee or are you not? Is actually the data that I can see on a daily basis inside of the way property management companies operate and work. Okay. Jason Hull (38:23) Most are not good at hiring people. David Normand (38:25) The people who are good at hiring an employee, let's just make this very clear, Jason. The teams that are good at hiring employees are at 95% automation. The teams that maybe are not are probably Trying to struggle to get to seventy, not understanding why they're not getting there. Okay. Right? Jason Hull (38:39) Yeah. David Normand (38:40) That's why I tell everybody what is the most important first step when bringing on your AI teammate is naming them. They're like, why is that important? You're about to find out. Because it's no different than hiring a human. You can't just expect no. Jason Hull (38:54) Yeah, we've gotta treat it like a human. You try to treat it like a computer and micromanage everything, you're gonna have a much messier, uglier result. David Normand (39:02) You're gonna be bumping up against it. You know, there's five reasons why people fail. And it's and we we teach on these, we have webinar these, everything, right? Five reasons. Okay. Right? Oh, Jason Hull (39:12) All right, now we gotta hear all five. David Normand (39:14) okay. I'll follow five. All right. So, number one, it inter interruption without context. Jason Hull (39:20) Okay. David Normand (39:21) Okay. Let me explain it to you this way. You hired a new employee at Doorbrook. Okay. You said that every time that an owner calls in, you want them to ask these six questions. Okay. They have a script. They're on question number three. You're over you're listening, Jason, you're listening to the conversation to your new employee. You walk over, Jason Hull (39:41) And you interrupt them. David Normand (39:42) you hang up the phone, you click deal done, and you walk away. Jason Hull (39:48) Right. They have no context. They don't know what they did wrong. They aren't gonna learn from that. They're like, What did I do? Okay. David Normand (39:53) Insecurity, uncertainty, there's all the and AI has that same thing. You stop it and you interrupt it and people are just like, Well, it's it's just a system, I stopped it. Actually, no, it just went, what did I do wrong? And now it has low confidence the next time that that thing is coming through, am I doing this the right way? Right. So in interruption Jason Hull (40:13) Right. David Normand (40:14) without context, right? Working outside of the system. Jason Hull (40:19) Ten. Yeah. David Normand (40:20) Cutting the umbilical cord of vendors and residents to your personal emails and cell phones. Jason Hull (40:27) Yeah, because now it's outside of the system, it can't see, it doesn't know what's going on. It's kinda like having a team member that you're secretly doing work on this on on stuff without their knowledge. David Normand (40:37) Nobody has insights, it's not hitting your KPIs and and you think everything's going well, but you don't know that you have fifteen fr you know, frustrated residents that are on your you know, your employee's cell phone somewhere that you don't have visibility into. Right. So it's Jason Hull (40:51) Yeah. You gotta be all in on the system, otherwise you just are creating two systems. David Normand (40:57) Failure to teach. We talked about that in the four buckets. The trust would verify. Okay. Jason Hull (41:01) Mm-hmm. David Normand (41:04) Low adoption. Jason Hull (41:04) Yeah, you gotta any new team member, you gotta teach a t new team member. It's a given. They gotta be trained. David Normand (41:07) Gotta teach. Right? This is a 15 year experience maintenance coordinator. You're still gonna have to teach it to make sure it's doing things that how you want to do it. Low adoption. A owner introduces a new teammate or technology in this case into their office. And the owner is not watching the KPIs that are visible now. We talked about it in the maintenance metrics. Is my team has my team shifted and they're adopting? Because am I getting max and max return value on this investment into my AI teammate? Because you can be paying for this and you think it's working. But your teams are still doing the same tasks, so you're double paying for those tasks. Right? Jason Hull (41:51) Yeah. David Normand (41:52) They have to shift to the new adoption. Okay? They've got to shift. Jason Hull (41:56) Yeah, and adoption's the number one challenge with any tech. It's always the biggest challenge is getting your team sold and bought in on actually using it. Yeah. David Normand (42:05) And that's linked to the the to the number one, the big one. We actually have a podcast later today. A guy's writing a book about this and studying everything, employee fear. You introduce an AI teammate to your office that your employees will quickly realize is capable of some pretty cool stuff. Okay. Jason Hull (42:27) Yeah. David Normand (42:27) And if they do not understand that their value has been shifted from chasing invoices to chasing resident experiences, from chasing scheduling Jason Hull (42:37) Yeah. David Normand (42:38) to chasing endpoint reliability with vendors. Employee fear Jason Hull (42:41) Mm-hmm. David Normand (42:42) and sabotage is going to be in your mix and and you are not going to be successful. Jason Hull (42:49) Yeah. Yeah. Employee fear and sabotage can be a really big deal. And AI is making a lot of people nervous 'cause yeah, it can do things faster, better, smarter than a lot of the people you pay a lot of money to to do work for you to do. David Normand (43:03) So, what is the end result of all this cool stuff that I talked about? All this uh, you know, these successes that we're having, these benchmarks. So there's two new benchmarks that I think that every owner of property management should be aware of today, where we're at today. Okay. Number one, Jason Hull (43:20) Okay. David Normand (43:21) your competitor across the street is now operating at a very five high five star level, 24 hours and seven days a week. Are you? Because they are. Okay. Right. They're crushing Google reviews. They're killing it with residents. Their owners are getting responses in 15 seconds, not 48 hours, 72 hours, or five days. Okay. Right. And Jason Hull (43:45) Right. David Normand (43:46) they that's what they're using to sell against you. Okay. The other one, we are now moving from a variable cost structure of do I have too many people, not enough people stuck around one maintenance coordinator per 200 or 250 doors. Now I am consulting and working with people who are easily running maintenance, 1,000 doors with one maintenance coordinator. And if you have in-house techs, we have a awesome new in-house scheduling uh platform that's coming out. Those numbers are gonna be significantly higher uh when you have in-house teammates. So Jason Hull (44:23) Alright. David Normand (44:23) the number of people we always used to be like what? I remember 150, 250, you know, like we always used to have this number. That number has quadrupled. And so now you can have like a fixed cost to know like basically it's really costing me like nine dollars a door per thousand doors to like run maintenance twenty four seven, including emergency services. Jason Hull (44:45) Nice. David Normand (44:46) So you kinda have that locked in too. Jason Hull (44:48) Yeah. at what stage would somebody using Vendoro need a second person inside of the system? I mean, it sounds like you can handle a a lot just going through those four buckets on a daily basis. David Normand (45:00) Yeah, yeah, for sure. So, you know, um I think that what's changing is people are introducing Rue into their offices on average. People are coming in right around 85 to 100 doors, they're making the decision. Do I need to hire somebody? Do I need to bring somebody? And we've seen a lot of people introducing that first teammate there, right? And then it's growing with that property manager or it's growing with that owner. And then basically you can factor in that. you can grow that maintenance department up to eight hundred to a thousand dollars with one person without having to bring somebody else as Jason Hull (45:37) Amazing. David Normand (45:38) long as you keep in. Does that mean better salary for them, better work life balance? Like there's there's so many questions that are open now because this is changing, right? What does this mean for the entire industry now? So Jason Hull (45:49) Yeah, yeah. yeah, and if they're really good with AI, if they're really sharp, they basically can be an entire team now. Because they have so many different agents and tools that they could be leveraging. I mean I like as we talk right now, David Normand (46:02) They're answering all phone calls. Yeah. Jason Hull (46:04) I have a team of agents doing work for me. I've got three different major projects running and being built that I'll check on after our our podcast. And I and there's no humans doing it. David Normand (46:17) So that one individual that's running this team is answering all of your phone calls, handling all maintenance, communicating with all your owners, all your vendors, all your residents around the clock, oh, and also handling after hours emergency services. Jason Hull (46:35) Right. Uh yeah, and it's not just doing one thing at a time like a human. David Normand (46:39) No, no, it's talking and that's the thing. When you look at thirty thousand communications, people were like, thirty thousand communications, yeah. Simultaneously on a hundred and eighty work orders, it just answered every resident, vendor, and owner's question across that entire line. Boom, everyone got a response. Right. It's crazy. Jason Hull (46:58) Right. Right. Yeah. Amazing. Well, David, um, really great to hear and catch up on what's been going on with Vendoroo and some of the latest stuff that you guys are focused on and how you're really helping property managers. We're really excited to have you come out to uh our upcoming DoorCo Live in October, which David Normand (47:20) Yes. Jason Hull (47:20) is the um the real estate portfolio growth summit. is how we're positioning it this year. And so there will probably even be some investors coming to this, which will be great. And talking about how the investors can grow their portfolios. If you are uh if you want to see Vendoroo and come get a demo or see them in person and meet the team, come out to DoorGro Live. The they'll be there. So David Normand (47:46) Yeah. Yeah, our boy Paul will be there. Nick will be there, I think. um Sam or Ashley will be down there. So unfortunately I'm double booked Jason Hull (47:53) Awesome. David Normand (47:54) at that time. I wasn't able to make it this one around, but you have some of the best ruse out there coming down, so yeah, they they'll do they'll do a great job for everybody. Jason Hull (48:04) Cool. uh tell people how they can get in touch with Vendoroo or how they can reach out or what whatever call to action you would like to share. David Normand (48:11) Yeah, just for everybody, just visit us at you know vendoroo.ai. Um, you know, go to our websites, click on the demo, hit me up on you know, here's what I tell a lot of people, okay? Hit me up on LinkedIn. Just have if you have questions, you have fears, you have uncertainties, and you just want to have a chat with me about it, even before you do a demo and you feel the sales pressure, like just hit me up if you have questions about that. And we can have a conversation. If you want to get a demo, you know, head over to the website. Um and and just ask Sam, uh, Dan, Ashley, Max, they're cr they're they're just the best reps. They love the product, they'll do a great job. Uh go check it out for yourself and I guarantee you uh you'll become a member of the Roof family quickly after. So Jason Hull (48:57) Got it. I've heard great feedback from our clients. They really enjoy the experience and it's really uh and they've gotten rid of other tools and other systems. So yeah, so I based on the feedback I'm hearing, I'm recommending people go to Vendoroo. So yeah, kudos. David Normand (49:14) Awesome. Appreciate it. Jason Hull (49:16) David, thanks for being here on the Door Grow Show and hanging out with me. Um, if you are a property management business owner listening to this and you are struggling and wanting to grow your business and you're wondering why growth isn't working, go to rapidrevamp.com, check out this cool tool that we built recently so you can check out and see where are my leaks in my sales pipeline? What's preventing growth? Take a look at that, plug your URL in, and it will go and do a bunch of assessing on your business and it'll help you. Figure out your leaks and then it'll help you set up a call with our team so that you can get more clarity. And it also will share, there's videos and things it'll share with you about our program, how we can help you by taking you through our rapid revamp process where we've cleaned up over 400 businesses, helping them dial in and make growth that much easier. Stop wasting money on digital marketing and all these different systems to grow to turn on the hose when your hose has six major leaks or holes in it. That's like going to the doctor with six stab wounds and saying, I need more blood. Maybe you should fix the stab wounds first, right? So David Normand (50:22) There it is. Jason Hull (50:22) go check that out at rapidrevamp.com. And um thanks again, David, for being here hanging out with us. And until next time, to our mutual growth. Everybody, let's grow together. Bye, everyone. David Normand (50:35) See you later. Thanks.

Property management business owners often think they just need more leads, but DoorGrow founder Jason Hull argues the real problem is usually six leaks in the sales pipeline that sit after lead generation. In this solo episode of the #DoorGrowShow, Jason explains why those blind spots can cost hundreds of thousands (or even a million-plus) in future revenue every year, walks through the lifetime value of a door, and introduces a free assessment at rapidrevamp.com that reviews branding, reviews, website, and more. He also shares the Rapid Revamp approach DoorGrow uses to rehab property management companies (like Bar Rescue for PMs) and why shoring up the hose should come before turning the faucet of marketing on full blast. You'll Learn [00:00] Introduction: Six leaks costing future revenue [00:38] DoorGrow mission and show open [01:13] Blind spots and Bar Rescue for property management [02:54] Lifetime value of a door and the million-dollar leak math [05:18] Lead generation is the faucet; the hose is your pipeline [05:46] Free Rapid Revamp assessment at rapidrevamp.com [07:11] Purpose and pitch: selling the wrong product the wrong way [08:00] Case example: 10 doors a month with a leaky front end [09:10] Sponsor: DM4PM and DoorGrowLive [10:40] Plug the holes before asking for more leads [12:12] Clarity, testimonials, and how to get help Quotables "We are kind of like Bar Rescue for property management." "Lead generation is the faucet. The hose is your sales pipeline or front end of your business." "Most of you are selling the wrong product to the wrong people using the wrong channels with the wrong offer and you're selling in the wrong way using the wrong sales pitch." "Maybe we should plug the holes first." "Before you invest more into the front end of your business growth, let's shore up all those leaks in the front end." Resources DoorGrow and Scale Mastermind DoorGrow Academy DoorGrow on YouTube DoorGrowClub DoorGrowLive Transcript Jason Hull (00:00) All right. What's up, everybody? So if you are a property management business owner, you have six leaks likely that exist inside your sales pipeline that come after all the lead generation stuff that you do in your pipeline that are costing you hundreds of thousands of dollars in future revenue. For a lot of you, a million dollars plus in future revenue every single year. And so I'm going to show these to you and show you how you can get a free report on how you can see these leaks or these blind spots. But first, let's get into the show. Jason Hull (00:38) So I'm Jason Hull, the founder and CEO of DoorGrow, the world's leading and most comprehensive coaching and consulting firm for long-term residential property management entrepreneurs. For over a decade and a half, we have brought innovative strategies and optimization to the property management industry. At DoorGrow, we are on a mission to transform property management business owners and their businesses. We want to transform the industry, eliminate the BS, build awareness, change perception, and expand the market and help the best property management entrepreneurs win. Now, let's get into the show. Jason Hull (01:13) Okay. So recently I built out a tool because I wanted to start helping property managers see the blind spots that they couldn't see. For gosh, I don't know, like over a decade, we have been helping property managers get these leaks dialed in. We've been helping grow property management companies for about — I've been doing this for about 18 years now. And one of the things that DoorGrow, we are the best in the world at, is we are kind of like Bar Rescue for property management. Jason Hull (01:44) What do I mean by that? If you haven't seen the TV show Bar Rescue with Jon Taffer, he comes in and he completely rehabs this whole business. He redos their branding and their systems and how they do their pricing and how they do everything and their website and helps relaunch their business so that it can actually make money and be effective. Why does he do this? Because when we start businesses, a lot of times we don't know what we don't know. You're not a branding expert, probably. You're not a reputation expert. You're not a website expert. You're not a sales expert. There's a lot of things that you probably have gaps in your process or in your visibility into getting your business going, and you've just been living off of it that way with that dysfunction for years — some of you a long time. Jason Hull (02:34) We have rebranded and cleaned up over — I believe now over 400 businesses. We're hands down the world leader at this. And I want you, if you're listening to this, to be able to see the leaks that you can't see. Jason Hull (02:54) Let's talk about money. How much does a door worth to you currently on an annual basis? What's top line revenue on a door? Most of you, if your average rent is maybe around two grand, you're charging maybe 10%, you're getting $200 a month. That means in a year you're getting at least two grand, right? At least two grand. If you have maintenance and other things and fee structures, you might be able to even double the amount that you're bringing in on a door. But let's be conservative. Let's say you're making about two grand a year on a door, and let's say conservatively you could keep on most of your doors for on average at least five years. Jason Hull (03:32) So I know every time I bring this up to people, I've got clients that have been with me since the beginning and we've been around for a decade, and I get it. You can keep some clients a long time. It's very cool, but let's be conservative. So let's say five years, 2K — that means one door lifetime value without all the other fees or services, without even the leasing fee or anything else, is worth at least 10 grand. Jason Hull (03:57) And so if you are missing out on 10 of these doors every month — 10 potential doors every month — because you have a little bit coming through the end of the pipeline, you're adding a certain number of doors every month, but you have all of these massive leaks that come before that, which you can't see currently — I'm going to show you how to see these — then you probably are missing out on at least 10 of these deals every month, and that would be $100,000 a month in future revenue. Multiply that times 12, right, a year — that's over a million dollars in future revenue that you are not generating because you're not bringing on this business. Jason Hull (04:35) If you have not been adding consistently a decent number of doors every year, you should be adding even without trying. Hopefully if you've been around a while, at least like 50 units a year. If you're focused on growth and you have a BDM, you should be adding between 100 to maybe 300 doors a year. If you've been stuck and you've been stagnant and you haven't really been growing for several years, and maybe you've even tried digital marketing, SEO, pay-per-click like Google ads, content marketing, social media marketing — even if you're doing all of that stuff, you may be wasting a lot of that money, not because the marketing is bad, but what comes after the marketing? Jason Hull (05:18) There's a big gap between the closing of a deal and the lead generation through marketing. There's an entire hose in between there. Lead generation is the faucet. The hose is your sales pipeline or front end of your business. And at the other end of the hose is your business where you're trying to water it to grow it to be able to get fruit from it so that you can feed yourself and your family. And you're ignoring the leaks in the hose. Jason Hull (05:46) So here's how you can see the leaks in the hose. So go to rapidrevamp.com — Rapid Revamp. So what is the Rapid Revamp? The Rapid Revamp is our program that we've developed that's rapid and it's quick in helping to rehab a property management company. We've taken hundreds of companies through this process. We've helped clean up a lot of businesses. There's a lot of coaches and mentors in this industry that I have coached, and I've helped clean up their business. Some of the marketers that y'all are using are past clients of mine, or I consulted or helped them clean up their businesses. Jason Hull (06:29) So check out rapidrevamp.com. Go to this, plug in your website address into the field there. If you want to see where you're going to get it, scroll down. You'll see my little hose diagram that shows what the leaks are, so you can see those. But if you plug this in, you're going to start to see things you didn't see about your business. So put in your website, then it's going to check your online reviews, it's going to check your website, it's going to check your branding, it's going to check your brand name. It's going to assess all these different factors. And it's not a perfect tool. So in order to really get something more valid, we'll probably need to get on a call with you and make some adjustments to the report that you get. Jason Hull (07:11) The last two leaks, we would need to be on a call with you in order to assess those. But usually they're pretty bad, the last two especially, which is the purpose, which is the actual product, and the pitch. So how can I explain this in a way that everybody can understand before you get your report? Most of you are selling the wrong product to the wrong people using the wrong channels with the wrong offer and you're selling in the wrong way using the wrong sales pitch. And I could go on and on, but there's so much friction that you can't see in your business. And so unless you get a word of mouth referral where you have a 90% close rate, then things aren't working out really well. Jason Hull (08:00) And so the challenge is you're missing out on a lot of business. And so if you have all these leaks and you're still getting on — like I talked to a lady today, she's getting on 10 doors a month. Most of you would be ecstatic about that. But her website was terrible. Her branding was similar to her real estate company. And so that's preventing referrals from agents. And there were so many leaks and I showed her all the leaks and it made sense. And I showed her how much money she's missing out on every month. And she's probably missing out on maybe between 20 to 30 potential units every month. And she's wondering why she's been doing this for 20 years and is still under 200 units. Jason Hull (08:50) I'm like, this is why you have all these leaks. You're great at management, but the front end pipeline is massively leaky. And if we just shore up the leaks — you have 10 units coming on a month and you have all of these problems — if we shore up all these problems, it might potentially double the amount of doors that she's getting on without changing any of the lead generation stuff that she's doing right now. Jason Hull (09:10) Now, speaking of lead generation, the sponsor for today's episode is DM4PM. So DM, like digital marketing for the number four PM property management, dm4pm.com. So DM4PM was founded by property management company owner Matthew Miller, who used the same core system to grow his own California property management company from zero to more than 800 doors in just four years. Now, Matthew and the DM4PM team are helping property management companies across the country put that same approach to work through the Score Big CRM and marketing system. DM4PM helps property managers generate, nurture, close, and more opportunities by connecting marketing, follow-up, automation, AI, sales pipelines, reputation, content, and the systems that keep opportunities from falling through the cracks. Jason Hull (10:02) DM4PM is also sponsoring DoorGrowLive this October, so be sure to find Matthew and the team while you are at DoorGrowLive, which this year is the Real Estate Portfolio Growth Summit. And so you can bring your investors to this. We're teaching investors how to scale their portfolios. And if your investors scale their portfolios, it's going to scale your portfolio, right? So come attend that. Jason Hull (10:27) All right. Now, DM4PM, awesome — like could help turn on the faucet more. If you shore up the leaks in the hose, it's going to make a lot of sense to do something like that. Get the leaks shored up in the hose. Here's the analogy I use. If you go to a doctor and you are bleeding out and you have like six stab wounds in your body and you say, doctor, I need more blood — just like people come to me and say, Jason, I just need more leads — but I can see there's problems. I can see there's leaks, and I can say I can send you more leads, but you're going to waste a lot of them and they're not going to be what you're used to. They're not word of mouth referrals if you're going to do cold lead marketing. And so the challenge is they're like, just give me more, just give me more blood. And you're like, maybe we should plug the holes first. That's what the doctor would probably want to do first. Let's take care of that. Jason Hull (11:24) It makes a lot of sense to shore up the leaks first before you just turn on the hose full blast, wasting your time, energy, focus, cash, and effort. That's money they're just burning. So before you invest more into the front end of your business growth, let's shore up all those leaks in the front end. Let's shore up and plug the holes in the hose. And if you want to see those holes, go to rapidrevamp.com, request your assessment, put that in, and then you can book a call with our team, and then we will adjust it and help give you a report. And then we'll tell you about our Rapid Revamp program where we take you through getting all of this stuff dialed in for less than the price of what one door would be lifetime value for you, which we've already established is easily over 10K, right, for most of you. Jason Hull (12:12) So that's our new tool. We're really excited about it. It makes things very clear. It helps you see how I look at your business and the way we can help you. And so go to rapidrevamp.com and check that out. Plug in your URL and get your assessment. So that's our big announcement for this episode. If you're wanting to see these leaks, you're wanting to get clarity, and you're wondering why has it been so hard to grow? Why has our growth been so stagnant? Why even though we're doing all this marketing stuff does it feel like there's so much friction? It shouldn't be this hard. You're right. Jason Hull (12:48) But when you started your business, you were not an expert in all these six areas that we can help you with. And so this is why DoorGrow exists. Like this is one of our great things that we do for property managers is helping get this stuff dialed in. And then I get story after story from clients after we get this stuff dialed in how much easier growth is. Go check out our testimonials. We have more video testimonials than any other coach or consultant in the industry. We've helped more people get this stuff dialed in than — I don't think anybody has done anything close to what we've done. You can check us out. Go to DoorGrow on YouTube. You'll see our channel. Check out our YouTube playlist on there for testimonials and case studies. And watch those and just take a look — they're real people just like you. And if they could get this stuff dialed in very quickly, we can help you do this rapidly as well. Jason Hull (13:44) So all right. So that's my message today. If you felt stuck or stagnant, you want to take your business to the next level, check us out at doorgrow.com. If you would like a free training on how to get unlimited leads for free, text the word leads to 512-648-4608. Also, join our free Facebook community just for property management business owners at doorgrowclub.com. And if you want tips, tricks, ideas, and to learn about our offers, subscribe to our newsletter by going to doorgrow.com/subscribe. And if you found this even a little bit helpful, don't forget to subscribe and leave us a review on whatever channel you saw this on. We'd really appreciate it. Until next time, remember the slowest path to growth is to do it alone. So let's grow together. Bye everyone.

Security deposits create friction for renters and property managers: upfront cash, slow refunds, and move-out disputes. In this episode of Property Management Growth with DoorGrow, property management business coach Jason Hull talks with Roey Dor, CEO and co-founder of Obligo, about why deposits fail both sides, how a hotel-style credit-card pre-authorization model inspired Obligo, and how bank verification can replace traditional deposits while protecting owners. Chapters (00:00) Meet Roey Dor of Obligo (01:30) From fighter pilot to entrepreneur (06:10) Why everyone hates security deposits (09:04) Three reasons property managers still need deposits (12:38) The hotel pre-authorization model (15:20) How Obligo replaces deposits with bank verification (18:59) Sponsor break: Vendoroo (21:04) Embedding Obligo in AppFolio, Yardi, RealPage, and Buildium (28:23) Trust, fear, and the deposit relationship Guest Roey Dor, CEO and co-founder, Obligo: https://obligo.com/ Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) Sponsor This episode is sponsored by Vendoroo. If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/dgs-355-the-future-of-property-management-has-no-deposits

As property management companies grow, internal chaos can rival the rental problems they solve. Jason and Sarah Hull explore leadership gaps, unclear culture, team conflict, gossip, hiring misalignment, and the difficult decisions entrepreneurs must make. They also discuss defining company values and building a culture that supports scalable growth.

Better listing photos help property managers cut vacancy days by getting more qualified renter interest faster. In this episode of Property Management Growth with DoorGrow, property management business coach Jason Hull talks with Kori Covrigaru of PlanOmatic about professional photos, floor plans, 3D tours, AI virtual staging, pricing, and how listing quality also attracts property owners. Chapters (00:00) Meet Kori Covrigaru and PlanOmatic (02:14) Kori's story and PlanOmatic (04:18) Why professional photos help properties lease faster (06:36) How better listings attract property owners (10:03) Scaling without adding overhead (12:28) How PlanOmatic works and integrates with software (15:30) Photography pricing and who pays (17:36) AI virtual staging for rental listings (23:58) Photography services across markets (28:31) Client-focused communication Guest Kori Covrigaru, PlanOmatic: https://planomatic.com/ Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/dgs-353-how-better-listing-photos-help-properties-lease-faster

In property management, the product you sell is trust. Reputation drives word of mouth and can make or break growth. In this episode of Property Management Growth with DoorGrow, Jason and Sarah Hull cover how wrong clients hurt reputation, making invisible work visible, ownership as a leader, and rebuilding trust after damage. Chapters (00:00) Why reputation matters (02:18) Business relationships built on trust (04:17) How wrong clients hurt reputation (07:20) Reputation and word-of-mouth growth (10:38) Managing reputation intentionally (12:58) Making invisible work visible (15:00) Leadership, culture, and protecting long-term trust Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/352

Property management leasing is changing fast, and the companies that answer renters first are winning more tours. In this episode of Property Management Growth with DoorGrow, property management business coach Jason Hull talks with Vanessa Anderson, CEO of ShowMojo and Tenant Turner, about what AI leasing agents are doing right now. Vanessa covers how the two platforms fit different portfolios, how Mo and Tina keep late-night renter questions moving toward a booked tour, and where your human team still matters when AI handles the repeat questions. Chapters (00:00) Meet Vanessa Anderson of ShowMojo and Tenant Turner (02:08) From family rentals to real estate tech (03:42) How ShowMojo and Tenant Turner came under one roof (04:38) Which platform fits your portfolio (07:25) How AI is changing the leasing conversation (09:36) Sponsor break: Flusos (11:31) What AI leasing agents do for booked tours (12:49) Turning leasing data into recommendations (13:49) Balancing AI with your human team (15:51) Text, voice, and when renters want a person (17:21) The first five minutes after an inquiry (18:55) Open-house style showings and urgency (19:37) How leasing differs market to market (20:16) Where to connect with Vanessa Guest Vanessa Anderson, CEO, ShowMojo and Tenant Turner: https://www.tenantturner.com/ | https://showmojo.com/ Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) Sponsor This episode is sponsored by Flusos. If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/dgs-351-how-ai-is-changing-property-management-leasing

False scarcity makes property managers treat peers like threats. Collaboration turns neighbors into referrals. In this episode of Property Management Growth with DoorGrow, Jason and Sarah Hull challenge competition myths, explain why clients choose you for uniqueness not secret sauce, and share the neighbor strategy for referrals. Chapters (00:00) Industry overview (00:58) False scarcity and competition myths (03:19) Clients choose uniqueness, not secret sauce (05:16) Collaboration vs isolation (08:39) Lead generation is easier than perceived (11:51) Overcoming fear and false evidence (12:52) Collaboration over competition (16:16) The neighbor strategy for referrals Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/350

Property management entrepreneurs often build a cage instead of freedom. The product you sell is freedom for owners and for yourself. In this episode of Property Management Growth with DoorGrow, Jason and Sarah Hull talk about building a business that creates more freedom, helping your team thrive through autonomy, and escaping the owner's cage. Chapters (00:00) Freedom as the foundation of entrepreneurship (05:00) Building a business that creates more freedom (09:00) Helping your team thrive through autonomy (14:00) Why property managers really sell freedom (17:00) Trust, leadership, and better client relationships Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/349

Before your next hire, figure out who you are really hiring for: yourself or only the business's loudest request. In this episode of Property Management Growth with DoorGrow, Jason and Sarah Hull break down bad hiring decisions, the time study across five currencies, the Venn diagram of what you need vs what the business needs, and why your first hire is often an assistant so you can sell. Chapters (00:00) Deciding when and who to hire next (01:31) The solopreneur way of hiring (02:50) Find the leak before you rip open the walls (03:53) The time study and five currencies (04:26) Expenses, revenue, and cash flow (06:14) What you need and what the business needs (09:00) Six core functions and the next hire (10:40) Why the first hire is usually an assistant (12:32) Free your time to sell Resources DoorGrow: https://doorgrow.com Free community: https://doorgrowclub.com Clarity Amplifier: https://doorgrow.com/clarity (tracked: https://drgrw.com/clarity) If this episode helped, follow Property Management Growth with DoorGrow in Apple Podcasts or Spotify so the next one shows up for you, and leave a quick rating. Full transcript: https://doorgrow.com/348