Issue link: https://read.dmtmag.com/i/283550
APRIL 2014 8 THE JOURNAL No. 5 on Get It Quick Page guide on how we are doing every month. Monitoring We have every manager fill out a weekly report that reviews what hap- pened in the community that week; move-ins, move-outs, repair issues, crime issues – anything worth reporting. This is like a diary of events, and helps us to stay 100% in tune with what is hap- pening in the field, without having to sit there for seven days. We are also strong believers in "mystery shop- ping". We will call the managers, posing as cus- tomers, on a regular basis, just to see what they say. We'll also pay mystery shoppers to drop by the community and pretend to be potential resi- dents to see how they handle showing and renting homes. Through such endeavors, we keep the managers perpetually on their toes, since they don't know if the person on the phone, or walk- ing through the door, is a real customer or a rep- resentative of the owner. In addition, it allows us to weed out the lousy managers as quickly as pos- sible. We also make unannounced property inspec- tions, to see if the grass is mowed and the property kept free of trash and debris. Again, since the manager never knows when we're coming, they seem to put in extra effort so they don't get caught asleep at the wheel. Moving fast when things aren't working out One of our favorite quotes is "it's easier to change people than to change people". In other words, it's a much quicker fix to fire the manager and replace them than to try to re-train them and pray that they do a better job. The minute you sense that the manager is not working out, you need to bite the bullet and find a new one. Firing people is never easy, but neither is falling short of your budget, being short of cash, or defaulting on a loan. To facilitate the potential firing that comes with every hiring, never get too friendly with your manager. Be courteous, but acknowledge that this is strictly a business relationship and could end at any minute. If you need a real friend or compan- ion, there's always the local church group or match.com. – your community manager is off- limits for anything personal. Otherwise, you'll find a way to delay the inevitable, and ruin your finances in the process. Conclusion Successful managers are not a matter of luck, but of diligent effort. Put it some extra time in re- cruiting, training and supervising your manager, and you'll be money ahead in reaching your goals. Frank Rolfe has been a manufactured home community owner for almost two decades, and currently ranks as part of the 15th largest community owner in the United States, with more than 10,000 lots in 17 states in the Great Plains and Midwest. His books and courses on community acquisitions and man- agement are the top-selling ones in the industry. To learn more about Frank's views on the manufactured home community industry visit www.Mobile- HomeUniversity.com. T J ATTENTION MANUFACTURERS The June Edition is our "What's New Manufacturers" issue. Manufacturers can submit photos of your new homes at NO Charge. See our ad on Page 27 for more information or contact us at news@journalmfdhousing.com 706-655-2333 \ 7