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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

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