Property Manager Policies, Procedures & Training

Policies

• Refer to Your RPMP Work Agreement for Vacation and Base Pay Specifics
• Insurance coverage and Retirement Plans are available through "Checks and Balances" at Property Manager's Sole Expense
• Paid Time Off Policy
• Overtime is Paid at Time and a Half and Must Be Approved by Supervisors in Advance
• Annual compensation increases or decreases, as well as Bonuses, will be based on personal and team performance
• Mileage Must Be Tracked (Beginning at First Appointment Location or Office) and submitted by COB each Friday
  • Mileage Reimbursement is Based on IRS/Federal Guidelines
  • Expenses, Receipts, Use of Company Credit Card
• Code of Values
• customer service policies - what can customers and the community expect from RPMP
• Chain of command for questions and escalations

1. Amy Wilson (Direct Supervisor)
2. Elana Haverstick (Vice President of Operations )
3. Marc Blackwood (President)
4. Ashley Leigh (Owner)

Procedures

• Pay - "Bullhorn" is the system used for submitting timesheets and expenses (Phone App also available for easy tracking)
  • Property Managers are sent multiple reminders to submit their timesheets each week from Bullhorn. If the Property Manager fails to submit the timesheet by the deadline, they will not be paid that week. It is not the responsibility of RPMP to keep track of the Property Manager's time.
• Human Resources / Questions about Bullhorn - Call Checks & Balances Directly @ 888-222-0457
• Communication: Property Managers must respond to Client calls/texts/emails by EOB the next day. Preferably, they should listen to/read all messages the day the message is left and decide which may need an immediate response (same day) and which can wait until tomorrow.
  • Should you be available for tenant questions during a weekend move-in?
    • If not, what expectation/instructions have you given the tenant to get assistance, if needed?
    • Support@managementpros.com is available 7 days a week from 9-5. Make sure all of your info/notes are up to date in systems, otherwise Support cannot answer and they will have to contact you.
• Requesting time off
• Mileage Reports are due by the End of Business Friday
  • The only exception is if a Property Manager plans to work on a Saturday, then the Mileage Report is due at the end of the Day on Saturday
• lockboxes
• Maintenance and Repairs
  • Property Meld Bullet Points
    • Melds should be checked twice daily. Once in the AM and once in the late afternoon/prior to clock out
    • Melds in "medium" priority should only be open 5 days
      • "Make Ready Work" may be open longer
    • Each Meld should contain Tags, Reminders, and a Detailed description of work being done
    • Estimates for "Make Ready Work" should be marked at a "Medium" level
      • Do not mark "Approved" Make Ready Work at a "Low" level
    • Once an Owner has Approved an Estimate, get a contribution from the owner and place a "Track Estimate" in AppFolio for work to be completed or ask Amy Wilson to do it
      • This is important so money doesn't come in and go back out to the owner if the bill is not processed before Accounting pays the owner.
      • Make a reminder to have it removed when you finish out billing
  • AppFolio Bullet Points
    • **Need Policy and Procedure how to do "Track Estimates"**
• Keys
  • What do I do if I have a hard time getting a hold of an HOA for keys? 
    Email Owner with Leasing Manager and HOA cc'd, with the exact request needed with the timeframe the request needs to be complete. Please include dates, times, and contact for the HOA with whom you have been trying to communicate. 
• Inspections
  • Move-In
    • When should a move-in inspection be performed?
      • Once the property is placed on the market, but only if it's going to be a "clean and ready to go" move in report. Otherwise, the work that needs to be completed at the property should be so minor that it can get fixed within three days and move-in inspection performed thereafter. 
    • What should a move-in inspection look like? 
      1. Clean with NO items of habitability or safety repairs pending
      2. Listed Pending items in ADDITIONAL COMMENTS that will be completed and scheduled with the tenant if item cannot be completed prior to move in (extreme cases only) 
      3. Picture of the Number of Keys, Fobs, Passes, Mailbox #, Parking spot #, garage door code, etc. Also please update Appfolio page with this information. I you have this information prior to the Lease being written (which you should, please send to Support so it can be added to the lease under "additional terms" for tracking purposes.)
      4. Picture of Lockbox and Location (Update AppFolio & Showmojo when adding or removing boxes)
    • What if a Lease was just signed and I haven't visited the property yet?
      • Immediately go to the property to do baseline inspection, order and complete any work needed. If work is over $350 and are habitability related, order items asap and let Supervisor know what going on. Email Owner with Leasing Manager cc'd to inform them of items that had to be done for move in to happen. You may make suggestions on cosmetic items if needed and if it can be completed by move in date.
  • Move Out Scenarios
  • What should a Move-Out Inspection look like?

    • Documenting the entire property, looking for deficient areas, taking good clear photos in Zinspector, comparing it to previous inspection reports, determining if the deficiency is due to Tenants and can be charged to them, if it is normal wear and tear

      If the Move-Out Inspection went great, but the tenant never turned in receipts, what should you do?

      • Check your task off and move on. We are not going to charge a tenant if it is not necessary with or without a receipt.

        If the property was dirty, carpets clearly not cleaned, and lawn/gutters were not done. How does this effect your tasks in LeadSimple?

      • Check your tasks off and place an order in Meld for items that need to be taken care of. There is no need to ask the tenant for cleaning receipts, gutters, fireplace, etc. when clearly those items were not performed. Therefore, no receipts will exist for you to upload. Spend your time focusing on getting the property ready for market and completing the security deposit disposition.

        The tenants did not respond to the move out instructions requesting to be present at the move out, do you accept this non communication as they are not interested in attending or should you follow up with a courtesy email?
      • Email Tenant and set up arrangement for the handoff for keys. Preferred method is for the tenants to leave the keys inside of the lock box or you may install a combo box several days or a week ahead of time to make the process easy on yourself and the tenants. Let them know your schedule date for the move out inspection and remind them that if they would like to be present, you need to know as soon as possible, but their presence is not required. 
  • Periodic
    • 2 inspections are done per year. Stop Loss for $115 and RPMP.
    • Additional inspections may be conducted at Owner's request and cost.
    • **If an Owner asks for an inspection to be done and it has been a while, please schedule ASAP. Do Not tell the Owner that we are going to wait for Stop Loss/Closer to Move Out
  • Stop Loss
• On Boarding New Properties
  • Find out of the property is owner occupied, tenant occupied, vacant or needs "Make Ready Work"
    • Ask Leasing Manager
    • Review Vacancy Report
    • Touch Base with Owner during your Introduction
• Off Boarding Properties
• Security Deposits

  • There is a LeadSimple process/task you will complete for Security Dispositions

    Our goal is to figure out and disperse Security Deposits within 21 days. If you are starting to reach the 15-day mark and you do not think that you will be able to close it out by 21 days, because the owner is either waiting to submit receipts or disputing a recommendation for the tenant security deposit, please immediately send in an Escalation for your supervisor to assist you to make sure that we stay on track. 

    An owner insists that they want to charge more against the tenant's security deposit, what do you say or do? 
    • We put it writing to the owner that the recommendations that we have made for the tenant security deposit is based on our professional experience handling thousands of security deposits, and following guidelines for normal wear and tear and proration of the lifespan of specific items. Ultimately, the client gets to choose, and as our client, we are there to support them and their decisions, whether we agree or not. It would be worthwhile mentioning as we explain our stance, to educate our owners about the very low associated cost for a tenant to sue an owner over improperly withheld security deposit funds. 
• Estimates and Tracking
• Lead Simple processes and tasks
• Vendor assignment
• Tags
• Reminders
• owner contributions
• Input

detailed outline of the training schedule: systems education and training modules, detailed policies and procedures, and real-world applications with assigned trainer. All of these activities will be used daily to achieve excellence.  

Training Sequence and Curriculum 

1. Employee On Boarding  
2. Employee systems login/password set up  
3. Intro to systems -Lead Simple, AppFolio, Property Meld, ShowMojo, ZInspector3, Help Scout, Dashboard, Teams, Ring Central  
4. Systems training & modules
   1. AppFolio: https://training.appfolio.com/new-user-configuration
   2. Lead Simple: http://training.leadsimple.com/en/collections/3565004-new-user-overview-training-series
      1. Need to learn importance of Process Due Dates and when Tasks need to be completed.
         1. Setting accurate Process Due Dates is critical as it impacts other Team member's tasks and overall timelines
      2. Read tasks closely for details on how to complete properly
   3. ShowMojo: https://hello.showmojo.com/videos/
   4. Zinspector
      • https://support.zinspector.com/article/all-new-zinspector-3-app/
      • https://support.zinspector.com/article/orientation-video-inspector/
      • https://support.zinspector.com/article/perform-a-property-management-inspection-inspections/
      • https://support.zinspector.com/article/perform-a-quick-pictures-inspection/
      • https://support.zinspector.com/article/5-12-using-damage-and-action-items/
      • https://support.zinspector.com/article/comments-smart-comments/
   5. RPM Dashboard: https://www.managementpros.com/team-portal/
   6. Help Scout:
      1. https://www.helpscout.com/classes/?hpid=6664870069594141
      2. https://www.helpscout.com/classes/?hpid=6664870069594141
   7. Microsoft Teams: https://support.microsoft.com/en-us/office/get-started-with-microsoft-teams-b98d533f-118e-4bae-bf44-3df2470c2b12?ns=msftteams&version=16&ui=en-us&rs=en-us&ad=us
   8. Ring Central: https://university.ringcentral.com/page/en-mvp-ub-user-mvp-basics
   9. Property Meld
      • Videos 1-5 https://app.propertymeld.com/1722/m/1722/users/videos/
      • https://help.propertymeld.com/hc/en-us/sections/115000388853-Assignment-and-Scheduling
      • https://help.propertymeld.com/hc/en-us/articles/360010061553-Tracking-Expenditures
      • https://help.propertymeld.com/hc/en-us/sections/4414489102355-Internal-Maintenance-Technician
   10. Intro to Lockboxes and keys
       1. John Vollmer to Train On

1. Key Making
2. Key Management
3. Key Entry - AppFolio
4. Lockbox Assignment - ShowMojo
5. Lockbox Assignment - AppFolio
6. Lockbox Maintenance

5. Intro vendors –List of Vendors   
6. Documents
   1. Lease Agreement
   2. Property Management Agreement
   3. Resident Benefits Package
      1. Filters
   4. RPM Code of Ethics
7. Owner Communication
   1. Repairs
8. Tenant Communication
   1. Postings
   2. 21/30
   3. 5-Day Notice - Late Rent
   4. Repairs
9. RPM Internal Processes
   1. Logging Hours
   2. Mileage
   3. Credit Card
   4. Time Off
   5. Team meetings
   6. Use of Couriers and Maintenance Dept
   7. Escalations

Communication with Owner

• Invoices: RPMP invoices are the only invoices shared directly with an Owner. Those invoices should include a break down in charges and an itemized list of work with the total cost displayed.
  • Do not share Vendor invoices with the Owner
  • Ask for Supervisor assistance/submit an Escalation if an Owner is requesting additional information beyond what is on the RPMP invoice
• Owner issues with work status/quality
  • Patiently listen to the client
  • Review Estimates and scope of work, agreed upon and paid for
  • Manage the Project by going to the property to place eyes on its condition/status
  • Offer solutions such as action, timeline, and follow up
• Owner is contacting you for everything (including subjects outside your job responsibilities)
  • Kindly explain your specific job role and duties. Offer to always be of assistance but the main POC for everything is SUPPORT
  • Send a follow up email to the Owner after 5 day move in report is concluded letting them know everything is good to go and to please contact Support@managementpros.com if they need assistance
• Owner wishes to view their property
  • This is fine with a RPMP representative accompanying the Owner. If the Owner asks to see a property on Saturday/Sunday, coordinate with them or ask the Leasing Manager or your Supervisor for assistance

Communication within RPMP

Communication with Tenant

• If Tenants have a special request that needs permission and an addendum, send to Support. Depending on the request, Support will contact Leasing Manager to negotiate terms and conditions of request and submit addendum. 

Communication with Leasing Manager

A PM's role is to perform Move Ins, Move Outs, and Periodic Inspections on MANAGED properties only. New Properties that need "Make Ready" work is the Leasing Manager's responsibility. This would include setting the expectations with Owners that the properties must be professionally cleaned, yard work, and any outstanding repairs of which the owners were already aware.

If the owner is pushing back on any of these items, the LM needs to explain that they need to provide RPM with receipts, just like tenants would, to avoid disputes at move in. We are asking tenants to maintain the property per the lease, and we expect owners to meet that precedent when initially handing the property to us to rent.

"Listing Only" and "Sale" properties are the LM's responsibility to handle alone. Once a tenant moves out of a property, that an LM is going to sell for an Owner, the PM is not responsible for doing any work or work orders since the property is no longer a managed property.

LMs are expected to always keep combos and Mojo boxes with them. Of course, they should only need a few for new properties and possible box swaps in case there is an issue with a lockbox at a property. PMs are not expected to handle lockboxes outside of placing them on Move Out properties and removing them for Move I's. If a LM needs a box replenishment, they are always welcome to email their PM or John Vollmer to ask if they can meet the LM halfway for a pickup. This is reasonable since both are at the office once a week and the LM can coordinate in advance.

Communication between a LM and their PM should be in email format or, at minimum, a follow up email each day to make sure communication is not lost or forgotten.

LMs should support their PM's efforts to communicate with Owners should the Owners resist addressing items of need at the property. LMs and PMs are a Team and working toward the same goal.

Box Tracking in App Folio

• Type Lockboxes in the search bar and click on Manage Physical Lockboxes.  This will bring you to the inventory screen.
• Once there click the down arrow to the right of the box serial number you are looking for and click EDIT.
• From here you can erase or add your name or Office next to the serial number so that we know where the box is.  If the box is not assigned to a property  there should be a name next to the serial number.
• A field is required in the Unlock code line.  If there is a combo, type the color and combination in that line.  All the Mojo boxes will have the permanant access code listed on this line.  Vault boxes if not assigned will need you to type NA on that line.  Remember, if you unassigning the box from a property erase the combo collor in this line as the combo is asigned to the address not the box.
• The next line is assign to property.  Once there start to type the address and then select the correct address when it comes up.  If you are removing it from a property then click on the X to the right on that line.
• Click Save.  Before you back out of the screen hit the save button to update.

Quiz Answers

Hey, look this over and see if you have any huge discrepancies or concerns about policy or procedure. Of course, I will make these pretty prior to sharing the answers and asking Chad to write a policy and procedure about them for the knowledge base.

Pay:

What is the new system we have for timesheets and expenses?

BULLHORN

Who do I ask if I have questions about how to do my timesheet or expenses?

NOT ELANA! Call checks and balances for ALL PTO, HR questions. If they don't know, they will call me.

When is mileage due?

EOB Friday - Only Exception is if you are working Sat then end of day Sat

What happens if I forget to do my timesheet?

You are sent multiple reminders each week from Bullhorn so if not submited you will not get paid that week and it is not the responsibility of real property management pros to keep track of your time for you to get paid. App is available for easy tracking on iPhones and androids. If assistance is needed, you must reach out to checks and balances.

Math question: 80 self-showing boxes and only 3 available in the office. Each LM/PM team has 10 boxes assigned to them, there are 44 properties currently active on the market, where are the missing 33?

Where are all of the ever-loving boxes!?!?! 🤯

Bonus points: who can tell me what my email said, from last night?

FYI: Only 2 people could give me some of the information provided within those emails :(

Communication:

What is the standard timeframe to return calls, emails, or texts from clients or customers?

Preferably, listen to all and decide who needs to be answered TODAY and who can wait until the next business day.

You have a move-in over the weekend, are you available for tenant questions? If not, what expectation have you given the tenant to get assistance, if needed?

See IMPROVED wording for move ins and direction to contact support@management pros for questions or assistance that cannot wait. (Move In Process) Remember Support is available 7 days a week from 9-5. Make sure all your info/notes are up to date in systems or support can not answer and they will contact you.

Melds:

How many days are Melds in "medium" priority supposed to be open?

5 days or less. Unless Make Ready Work

What 2 things should each Meld contain? (Guess we need to up it to 3)

Tags and reminders at MINIMUM for the PM! Detailed description of work being done.

Getting estimates for "make-ready" work should be marked at what priority level? This was more in line with Move Out pre-estimates, prior to a tenant leaving. Elana is correct that Approved make ready's should be in Medium and make ready work for new properties should be Medium as well.

Low - Do not put Make Ready work that is approved into this category.

When an owner has approved the scope of work, when can we start the project?

Get a contribution & Place a track estimate in Appfolio for work to be completed or ask Amy to do it. (Cindy and Lydia know how others do not) This is important so money doesn't come in and go back out to the owner if the bill is not processed before Carrie pays owner. Make a reminder to have it removed when you finish out billing.

Need policy and procedure to share with Property Manager on how to do Track Estimates.

An owner asks for our invoice for work done and wants a breakdown of the pricing, how do you handle this request?

Please make sure you are understanding the request from the client. Are they asking for a break down in charges, an itemized list of work with the total cost displayed at the bottom, or labor costs vs supply costs for a particular job?

RPMP invoices are the only invoices we share directly with an owner. Depending on the request of the client, assistance may be needed from a supervisor, if this is the case, please submit an escalation for help. We never supply direct invoices from our vendor to the owner unless it's an insurance claim.

How often should your melds be checked?

Twice daily! Once in the AM and once in the late afternoon/prior to clock out.

Quality Control:

For a new property, how do you find out if it's owner occupied, vacant, or if make-ready work needs done?

Communication with your LM

1. Vacancy Report

2. Touch base with the owner during your introduction

   An owner calls in upset that the work has not been completed to standards or there were items not finished. What should you do?

3. Listen to the client
4. Review estimates and scope of work, agreed upon and paid for
5. Project manage by going to the property to place eyes on the property
6. Offer solutions such as action, timeline, and follow up

The owner believes you are the sole point of contact for their property. How would you handle this?

1. Kindly explain your specific job role and duties. Offer to always be of assistance but the main point of contact for everything is Support.
2. Follow up email after 5 day move in report is concluded; to owner letting them know everything is good to go and to please contact support@managementpros.com if they need assistance with anything :)

Owner is coming in town and wants to view the property, is that allowed?

Yes! With RPMP rep in tow

That same owner is only in town on a Saturday, how do you handle the request?

100%! If that is the only available for the client, make time to meet them, if you are unable, call your LM to see if they can. If no LM, call supervisor to assist in getting coverage for that appointment.

What is the standard amount and frequency of inspections we conduct per year?

2 inspections per year do not say every 6 months - just state 2 per year.- Stop Loss-$115 & RPMP- included. Additional inspections may be conducted at owners request and cost.

However, if an owner asks you to do an inspection and it's been a while, please schedule ASAP. Do not tell them that we are going to wait for Stop Loss or that it's too close to Move Out.

Tenants have a special request that needs permission and an addendum, how do you handle this situation?

Send to support. Depending on the request, Support will contact LM to negotiate terms and conditions of request and submit addendum.

Move-Ins:

What should a move-in inspection look like?

1.Clean with NO items of habitability or safety repairs pending

2.Listed Pending items in ADDITIONAL COMMENTS that will be completed and scheduled with the tenant if item cannot be completed prior to move in (extreme cases only)

3. Picture of the Number of Keys, Fobs, Passes, Mailbox #, Parking spot #, garage door code, etc. Also please update Appfolio page with this information. IF you have this information prior to the Lease being written (which you should, please send to Support so it can be add to the lease under "additional terms" for tracking purposes.)

4. Picture of Lockbox and Location (Update AF & Showmojo when adding or removing boxes)

When should a move in inspection be performed?

On the property is placed on the market, but only if it's going to be a clean and ready to go, move in report. Otherwise, the work that needs to be completed at the property should be so minor did they can get fixed within three days and move-in inspection performed thereafter.

How many sets keys should each property have?

2 full sets for tenants and 2 full sets for RPMP.

What do I do if I have a hard time getting a hold of an HOA for keys?

Email owner with LM and HOA cc'd, with the exact request needed with the timeframe the request needs to be complete. I would include dates, times, and contact for the HOA that you have been trying to communicate with.

It seems a lease was just ratified and I have never seen or heard of this property. What should I do and who do I call?

You, your LM, and Jesus need to figure out why you are not communicating! Immediately go to property to do baseline, order and complete any work needed. If work over $350 and are habitability related, order items asap and let supervisor know what going on. Email owner with LM cc'd to inform of items that had to be for move in to happen. You may make suggests on cosmetic items if needed and if it can be completed by move in date.

Move-Outs:

At move-out, the property is perfect! However, the tenant never turned in receipts, what should you do?

Check your task off and move on. We are not going to charge a tenant if it is not necessary with or without a receipt.

At move out, the entire property was dirty, carpets clearly not cleaned, and lawn/gutters were not done. How does this effect your tasks in LS?

Check your tasks off and place order in meld for items that need to be taken care of. There's no need to ask the tenant for cleaning receipts, gutters, fireplace, etc. when clearly those items were not performed. Therefore, no receipts will ever exist for you to upload, spend your time, focusing on getting the property ready for market and completing the security deposit posit disposition.

The tenants did not respond to the move out instructions requesting to be present at the move out, do you accept this non communication as they are not interested in attending or do should you follow up with a courtesy email? Please explain your answer.

Email Tenant and set up arrangement of the handoff for keys. Preferred method is for the tenants to leave the keys inside of the lock box for you may install a combo box several days or a week ahead of time to make the process easy and yourself and the tenants. Let them know your schedule date for the move out inspection remind them that if they would like to be present, you need to know as soon as possible, but their presence is not required.

Everyone take a screenshot of their outlook calendar and send it to JB, right now.

How many days are we to turn SDs around?

21 days. If you are starting to reach the 15-day mark and you do not think that you will be able to close it out by 21 days, because the owner is either waiting to submit receipts or disputing a recommendation for the tenant security deposit, please immediately send in an escalation for your supervisor to assist you to make sure that we stay on track.

How many days is our standard turnaround time for move outs?

10 days. If we are looking at our upcoming move outs a month or two in advance, there should be no reason that we have not gotten estimates approval from owner and owner contribution so that we can get Work started as soon as the outgoing tenants vacate. If there's a situation that a property will need massive makeready work and will not be completed in 10 days, please let your LM know so they can adjust their rental listing dates.

How do we ensure turnaround time between tenants?

We are proactive and plan for getting estimates ahead of time and lining up vendors for once the outgoing tenants vacate. We keep good communication with our vendors to ensure the timeline as met. LMs should always be cc'd.

An owner insists that they want to charge more against the tenant's security deposit, what do you say or do?

We put it writing to the owner that the recommendations that we have made for the tenant security deposit is based on our professional experience handling thousands of security deposits, and following guidelines for normal wear and tear and proration of the lifespan of specific items. Ultimately, the client gets to choose, and as our client, we are there to support them and their decisions, whether we agree or not. It would be worthwhile mentioning as we explain our stance, to educate our owners about the very low associated cost for a tenant to sue an owner over improperly withheld, security deposit funds.

How far out in advance do you plan move outs and what steps to do take to ensure a smooth and speedy turn over?

I would glance at my move outs over the next two months to start identifying properties that I know we're going to need make ready work.

Tenant issues:

You are going to perform a scheduled periodic inspection. You can hear the dog barking on the other side of the door: clearly the pet was not locked away as instructed, what should you do?

Call the tenant using LS or Ring Central and ask if they are home to remove the pet during the inspection. If no answer, use zInspector to video the dog barking as the reason you could not enter the home to do your inspection. Email tenant of missed appointment and place escalation for accounting to charge $75 for missing appointment. If tenant refused to reschedule, escalate to have 21/30 drawn up for non-compliance of lease.

You have been trying to schedule a periodic inspection with a tenant for two weeks. They continue to tell you that they are busy and you are not allowed in the property without them be present, what do you do?

Notice tenants of date and time of the inspection and make sure they receive additional text messages of the upcoming inspection. Tenants are not required to be present at a periodic inspection. If tenant refuses entry, you have 2 options. 1) Escalation for 21/30 for non-compliance of lease and charge for $75 for missed appointment to tenant ledger. 2) call the local authorities using the NON-emergency line and ask for an escort into the property. The officer will want to see the communication that we gave the tenants for the date and time of the inspection.

Can an owner call in to ask for a periodic to be performed at any time?

Yes, within reasonable intervals and at a charge of exceeding the standard 1 per year preformed by RPMP.

General:

What role and responsibilities does your leasing manager have?

Sign on new clients, supply you with keys, all property information, key dates, negotiation of terms with tenants, assistance with owners.

Who is your direct supervisor?

Amy Wilson

You have a question, what are your resources to get your question answered?

1. Teams Chat -PM
2. Teams Chat - Support
3. Leasing Manager
4. Supervisor
5. Jennifer, Elana, BlackwoodThis is in order you should be using to get 99% of your questions answered. It is important for you guys to start working as a team and sharing knowledge. All of you have been in this role for a while and can contribute to each others questions in chat.

What does respect mean to you?

Treat others how you would like to be treated. Being honest with yourself and others. Grace and gratitude for yourself and others.

Explain the term Customer Centric.

Putting customers first.

Everyone needs to reply with their answers to the above questions by 1100 and include a screenshot of their outlook calendar (weekly view).