Procedure - Owner Vendors

Procedure: Communicating Maintenance Vendor Policy to Property Owners

Objective:

To ensure property owners are aware of the company’s vendor policy, including when and how they can provide their own vendor preferences and the conditions under which the company may use those vendors.

1. Key Talking Points for Sales Staff:

When presenting this information to property owners, emphasize the following points:

• Preferred Vendors:

  Owners may submit the contact information of their preferred vendors or tradespersons for consideration.

• Use of Preferred Vendors:

  We may use an owner's preferred vendor, but we are not required to. In cases of emergency or when immediate service is needed, we may dispatch another qualified vendor to ensure timely repairs.

• Responsibility for Owner-Arranged Services:

  Make it clear that any service arranged by the owner directly, without the involvement of our team, will be the owner’s responsibility. This includes payment and any related warranties or guarantees for the work completed.

• Preferred Vendor System:

  Highlight that our company uses a vetted, licensed, and insured group of vendors to ensure high-quality service. We cannot process payments or offer warranties for work completed by vendors who are not part of this system.

• Onboarding Owner’s Vendors:

  If an owner wishes to have their vendor included in our preferred vendor system, explain that we are happy to evaluate them. The vendor must meet our standards for licensing and insurance before being onboarded.

2. Procedure for Handling Owner’s Vendor Information:

If the owner provides contact information for their preferred vendors:

• Step 1: Send information via email to Support to onboard the information.
• Step 2: Support - Record the vendor's contact details in the system under the maintenance notes section so that it synchs with Meld.
• Step 3: Support - Forward the details to the maintenance department so they can ensure it has synched appropriately.
• Step 4: Instruct the owner that while we will keep their vendor in mind, we cannot guarantee their use in every situation, especially in emergencies.
• Step 4: If the owner expresses interest in onboarding their vendor to our preferred system, escalate this to the vendor relations team (send to Support) to review the vendor's qualifications (license, insurance, etc.).

3. Explaining the Benefits of Our Preferred Vendor System:

Make sure to explain the advantages of our preferred vendor system to the owner:

• Quality Control: All vendors are licensed, insured, and vetted to ensure top-tier service.
• Reliability: Our vendors are familiar with our processes, ensuring fast response times and consistent results.
• Warranty Protection: We stand behind the work of our preferred vendors, offering warranties and payment processing that would not be available with non-preferred vendors.

4. Handling Owner Questions:

• If an owner asks about the need to use their vendor, reiterate that while we can consider their preferred vendor, our responsibility is to maintain high-quality service and response times, which may require using our vetted vendors.
• Should an owner inquire about onboarding their vendor, assure them that we are open to the possibility, provided the vendor meets the necessary licensing and insurance criteria.

5. Common Objections and Responses:

• Objection: "I only want to use my vendor for repairs."

  Response: "We will do our best to work with your preferred vendor, but in cases where immediate repairs are necessary, we may need to send one of our licensed vendors to ensure the quickest response and highest service standard."

• Objection: "Why can’t you pay my vendor directly?"

  Response: "For consistency and to maintain our service guarantees, we can only process payments and offer warranties for vendors who are part of our preferred system. This protects both you and us from any potential issues with unvetted vendors."