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Mark joins Tony to discuss a recent one-star review and the valuable lessons learned about client relationships in property management.

• Breaking down a negative review situation that occurred when an owner relationship went sideways
• Examining the policy that allows owners to handle their own rent-ready work and why it creates problems
• Understanding how miscommunication about property standards leads to frustration and conflict
• Discussing proper escalation procedures when client relationships become strained
• Exploring how responses to negative reviews should address future potential clients, not just the reviewer
• Analyzing how mission alignment with clients prevents negative experiences
• Considering policy changes that eliminate variables and create clearer expectations

Look for our upcoming newsletter poll about whether you allow owners to handle their own make-ready repairs on property onboarding.

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
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Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Mark Brower and Tony Cline explore how property managers can differentiate themselves in a crowded market through personal branding and content creation. They discuss the transformative power of finding your authentic voice and sharing expertise to build trust at scale with potential clients.

• The realization that everyone is fundamentally similar – we all "stand up, sit down, and lay down"
• How attention has become the new currency in business and marketing
• Mark's journey from camera-shy perfectionist to confident content creator
• The problem with all property managers sounding identical in their marketing
• Why differentiation through personal branding prevents competing solely on price
• Content creation as a "one-to-many strategy of building trust at scale"
• The power of authentic connection over metrics and numbers
• How educational content can pre-qualify prospects and eliminate sales resistance

Share this episode with a friend or colleague in the property management industry, and don't forget to subscribe and leave a review so you never miss future insights, strategies and tactics.

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Traditional property management is facing disruption as AI technology, wealth transfer, and housing affordability create an industry inflection point similar to major business transformations like Netflix overtaking Blockbuster. Pablo Gonzalez of Vendoroo discusses how embracing AI-native solutions will fundamentally change the value proposition for property managers.

• AI's true value lies in solving emotional problems, not just automating spreadsheets
• Property management technology is evolving from process-driven to context-driven solutions
• Companies differentiating through AI must translate technical capabilities into specific client benefits
• Creating a category of one requires evangelizing the problem, not just promoting your brand
• Future property management will fragment from binary choices into numerous specialized service models
• Generational wealth transfer is creating different customer expectations about service and technology
• The dominant solution of today will inevitably lose market share as new AI-powered options emerge
• Success requires delivering exceptional human experiences while letting AI handle routine tasks

Don't forget to share this episode with a friend or colleague, subscribe, and leave a review to help us continue providing valuable insights, strategies and tactics for property management success.

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
Join the waitlist for additional information here: https://ONYXwaitlist.com

Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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The constant barrage of new technologies, tools, and strategies in property management can easily lead business owners astray. In this thought-provoking conversation, we dive into the critical importance of maintaining a clear vision while navigating innovation and change.

Many entrepreneurs fall victim to "shiny object syndrome" after attending industry conferences or trade shows. They discover exciting new software, AI solutions, or management systems that promise revolutionary benefits, but without a strategic implementation plan, these tools often become costly distractions rather than valuable assets. As one host pointedly observes: "It's not about finding the time, it's deciding how important it is."

We explore the power of creating a concept-car vision for your business – one that stretches beyond current limitations and capabilities. This approach ensures you're intentionally building toward a cohesive future rather than randomly bolting on features that catch your attention. By first establishing what you're trying to build, you can selectively incorporate only those elements that contribute meaningfully to your vision.

The conversation takes a fascinating turn when we discuss perceptual limitations in business decision-making. Just as our visual field encompasses only a portion of reality, with an even narrower field of focus, business leaders often hyper-focus on certain aspects while missing critical peripheral information. This understanding helps explain why dedicated time for strategic thinking is non-negotiable in today's rapidly evolving property management landscape.

Perhaps most valuable is our exploration of "false optionality" – the belief that we must choose between seemingly mutually exclusive options. Through creative thinking and intentionality, property management leaders can discover abundant solutions that transcend traditional either/or approaches, delivering maximum value to both their business and clients.

Ready to stop chasing every shiny object and start building with purpose? Listen now to revolutionize how you approach innovation and strategic planning in your property management business.

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
Join the waitlist for additional information here: https://ONYXwaitlist.com

Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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The real estate industry often celebrates size—door count, revenue, market share—but what if success looked different? What if it meant building a boutique management company that prioritizes quality over quantity and allows you to design the life you actually want?

Mike Goldstein, founder of HubKey Real Estate in downtown Philadelphia, joins us to share his refreshingly contrarian approach to property management. Having grown up in his grandmother's motel business before purchasing his first investment property in 2008, Mike brings a unique perspective as someone who entered property management after being both an investor and real estate agent.

Managing 110 doors focused exclusively on A, B, and C neighborhoods within a two-mile radius of Philadelphia's city center, Mike candidly discusses the painful lessons learned from what he calls "over-software-ication"—attempting to solve fundamental business problems with technology before establishing clear policies and procedures. "I essentially built a roof before I had a foundation," he reveals, detailing the challenging but necessary process of stripping away complicated solutions to properly document the critical thinking required in property management.

Perhaps most compelling is Mike's ultimate vision: becoming "irrelevant" in his own company within five years. While many chase door count as the primary measure of success, he poses a different question: "Would you rather manage 1,000 doors working 80 hours a week or 100 doors working 10 hours?" This philosophy has shaped everything from his hiring decisions to his innovative approach to realtor referrals, which generate 90% of his business.

Whether you're just starting in property management or looking to refocus an established business, this conversation offers practical insights on building systems that scale, creating processes that allow for critical thinking, and designing a company that serves your life rather than consuming it. The path to freedom isn't always about getting bigger—sometimes it's about getting better.

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
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Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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In this episode of Property Management Success, host Tony Cline welcomes Karen Jordan of HBR Rentals for a masterclass in intentional growth, remote team leadership, and process optimization. 🌍💼

Karen shares her journey from solo operator to leading a fully remote team, why community engagement still matters, how she implements accountability across departments, and why a public scorecard became a game-changer for transparency and owner trust.

Whether you’re just starting out or scaling up, Karen’s insights offer powerful takeaways to strengthen your property management business from the inside out! 🏡📈

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
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Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Pete Newbig, former co-founder of Empire Industries and current CEO of VPM Solutions, shares his transformative journey from property management company owner to helping businesses connect with virtual teams across 120+ countries.

• Building a property management company with evolving vision from owning 500 homes to third-party management
• Navigating partnership challenges when visions diverged
• Selling a business despite initially not wanting to sell
• Struggling with post-sale career satisfaction despite financial success
• Creating effective hiring processes based on core values alignment
• Using personality profiling (DISC) to match candidates to roles
• Defining clear KPIs (maximum of 3 per role) for team accountability
• Building company culture through consistent reinforcement of core values
• Developing well-defined positions with clear responsibilities
• Avoiding the "superhero syndrome" by empowering team decision-making

If you're looking to connect with virtual team members for your property management business, visit VPM Solutions where you can find qualified candidates across the globe.

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
Join the waitlist for additional information here: https://ONYXwaitlist.com

Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.

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Nicholas Cook shares how Sleep Sound Property Management has created a successful business model in Portland's highly regulated property management environment by focusing on reputation, content creation, and operational excellence. He details their journey from struggling with regulations to leveraging them as opportunities through clear communication, systematic approaches, and building a strong team culture.

• Navigating Portland's tenant-friendly regulations by leaning into challenges rather than fighting them
• Building a differentiated brand through maintaining a 4.5-star Google rating with over 500 reviews
• Creating educational content to position the company as an authority and intercept clients at different decision stages
• Setting clear expectations with clients about communication styles and response times
• Implementing service level agreements requiring tenant emails to be answered within one business day and owner emails within two days
• Using Culture Index for hiring and focusing on careful onboarding to ensure team success
• Tracking key performance indicators tailored to different roles while maintaining flexibility for exceptional situations
• Conducting weekly team meetings to address problems, audit work, and ensure quality control
• Recognizing when something isn't working and having the courage to make necessary team changes

Join fellow property management entrepreneurs and 6 expert coaches in a small, private high level event at a mansion style venue with a private chef and personally selected attendees to maximize the value you receive while at the event.
Join the waitlist for additional information here: https://ONYXwaitlist.com

Save the dates! July 13th - 16th, 2025

visit pmsuccess.com for more value packed property management related information or to hire Tony as your property management coach.