Operations scorecard

Do new owner leads get a call from a person within 15 minutes during business hours?

Does every owner lead get at least five follow-up attempts over three weeks?

Can you see, in one place, every owner lead and what stage it is in right now?

Do you know your close rate on owner leads by lead source?

Does every new owner go through the same written onboarding checklist with due dates?

Do you call new owners before their first statement goes out?

Do you know how many owners left in their first year last year, and why?

Do renewal conversations start at least 90 days before the lease ends?

Does every move-in follow the same checklist, with tasks dated from the move-in day?

Do you track average days vacant per turnover?

Do you have a written priority scale with promised response times?

Do tenants get an update at every step without having to call you?

Do you stop dispatching vendors whose insurance has expired?

Can any team member see the full history of calls, texts and emails with an owner or tenant?

Do calls ring to a shared line instead of personal cell phones?

Is less than 1 in 10 calls missed during business hours?

Are your five most common processes written down?

Could someone out sick for two weeks have their work picked up without a phone call to them?

Does every recurring task have one named owner and a due date?

Do you review team workload and overdue tasks every week?