Office & Communication Procedure

Purpose of the Procedure

To ensure that all communications that come into the office are dealt with in an efficient and courteous manner.

General Communication Policies

1. All calls to be answered within 3 rings, calls to be returned within 30 minutes during business hours and upon arrival after hours.
2. E-mail is the most efficient form of communication, but sometimes phone calls and physical letters are more appropriate.
3. All phone calls or E-mails are to be tracked providing the date, contents of the call/E-mail and the Owner’s or Resident’s responses clearly recorded in Appfolio.
4. All documentation sent or received in relation to a managed property is to be dated (received or sent) and recorded or scanned to appropriate folder in Appfolio.
5. All actions and/or communications in relation to a managed property are to be recorded in the appropriate section of Appfolio. The date, details and people involved are to be recorded.
6. Local, State and Federal laws, Management Agreement and Lease Agreement requirements must be met at all times.
7. All employees of the office must act in the best interests of the Owner at all times.
8. Any significant variation to the approved Real Property Management [Franchise Name] System must be approved by the Corporate Office.
9. Standard Real Property Management [Franchise Name] checklists, letters, and forms are to be used and uploaded upon need only from rpmintranet.com not downloaded and saved to any individual computer.
10. Dress code defined as business casual.