Understanding Harmony: An Excellent Experience

Many property managers find themselves “managing by squeaks”. It goes like this: wait for a squeaky wheel to squeak loudly enough, and then give it some grease. With enough experience, we discover that managing this way adds stress to our life. We train our owners, tenants, guests, and vendors that they have to annoy us to get what they want. There’s an easier way.

With Harmony, any time there is an interaction between you and an owner, tenant, guest, or vendor, you can simply tap the button to “Send Experience Survey”. This sends a quick survey to the person to ask them about their experience. They give the experience a rating, and a rating to their property manager. You can view these ratings individually or report on them over time. You can also see the overall satisfaction level of each person you do business with, and take action on those who feel they’ve been under-served.

When the experience is a work order, the owner or occupant also gives a grade to the vendor. This grade is factored into their “Suitability Rating”, the grade that shows you who you should give more work to, and who should get less work – or none at all. (As a side note, the vendor’s on-time and on-budget performance is also automatically factored into this rating.)

Armed with this data, you’ll know when something is completed, but did not produce the level of satisfaction it should have. You can proactively address this, keeping people perennially happy and assuring them that they don’t need to squeak to get your attention.

Beyond Experience Ratings, your Portals give owners, tenants, guests, and vendors a fast, direct line to get what they need from you. Most questions can be answered and most problems resolved before the person ever needs to speak with you. For other items, like work requests or payments, the user can move things forward with a couple of clicks or taps, removing a huge burden from your work day.

Property management is often more about managing relationships than it is about managing property. Harmony makes this easy, giving everyone consistently excellent experiences with quick resolutions and smooth communication. Welcome back, sanity!

Understanding Harmony: Apartments Together

Many of the units you manage may be related. Whether it be an apartment, townhome, or condo complex, or any other situation where units are similar, Harmony makes it easy to enter and update listing and unit information.

If your units are standalone, like single-family homes, you can skip the property relationship and enter the unit individually. For others, start by entering property information for the property containing the units. In that property, you can have up to 10 different floorplans, with each one having its own template listing containing all details for additional units with that floorplan. To add a unit, select the property and floorplan, and then customize the rent, availability, photos, and anything else that’s unique to that unit.

For each unit, you can decide to start with the property media (photos and videos) as the unit’s starting media, use the media from the template listing, or start with no media added.

Each unit is individually managed and updated, but stays connected as a part of the property for reporting and tracking. This makes it easy to enter, update, and manage with no duplicated effort!

This structure makes Harmony the perfect solution for those who manage single-family homes, multi-unit complexes, or a combination of both. If you have other ideas how we can make your life even easier, please let us know!

Understanding Harmony: Message for You, Sir!

Harmony’s communication (CRM) tools are powerful and fully integrated with every aspect of your property management software.

We’ve previously covered how easy it is to automatically notify owners, tenants, and vendors of actions that occur on their account, like a new invoice or an upcoming inspection.

When you communicate with someone you do business with, you’ll typically use your business email address like James@JimsManagement.com. When an owner emails you, how do you take that – from wherever you receive it – and make sure it gets logged to that owner’s account? Harmony makes it super simple! Just forward your email address to your Harmony CRM email address, and you’ll get the message in both places. When it’s received in Harmony, it will automatically be logged to the owner based on the sender’s email address. If it’s a new address that hasn’t been used before, the system will prompt you to connect the email address to an account, and will add it as an additional contact.

Every email conversation that you have with an owner will be neatly organized and searchable. From any message, you can easily set an activity or task, like have a meeting, or make a phone call, or send a report, based on what the email asks for. It’s easy to keep track of what you’ve told every owner (or tenant, or vendor), what they’ve asked for, and what you need to do. All in one place.

Harmony will make it look like you have the world’s best executive assistant, while you sail through your work day!

Understanding Harmony: A Warning About Your Wolf

Pets and pet policies are a big part of your property management business, and Harmony helps you with this in a way no other software does.

Your Standard Policies, Programs, & Disclosures give you a place to add a standard policy that applies to all units. Each listing allows you to specify the pets considered for that unit.

Each unit can have pre-application instructions that highlight pet restrictions and/or pet application policies for that unit. In your application, you can ask pet owners as many pet questions as you want, and include any or all of them in your pet screening or record keeping processes. The default application gives you a starting point that includes all essential information for up to five different pets, and asks ADA-compliant animal-related questions for non-pets occupying your units.

Once you’ve received a pet application or authorized a pet, take advantage of the animal profile that each tenant has. In this, you can record all pet and animal information, including a photo, the special purpose of the animal (pet and non-pet options are available), and everything else – from microchip/tattoo records to obedience/special training logs. Each of your tenants can have a profile for as many animals as you’ve authorized.

When you create a lease, the tenant’s animal profiles are displayed allowing you to always be sure that the correct pet authorizations and charges are added with the lease.

Harmony makes the process of including pets and animals simple and reliable. Fido and his guardian are going to love you!

Understanding Harmony: I’m Still Here!

Keeping in contact with owners, tenants, and vendors is an essential element of keeping your business stable and growing. Harmony gives you all the tools to stay in communication with everyone you do business with.

It’s easy to notify your owners, tenants, and vendors when something happens pertaining to them, and you can even make it automatic. People can also sign up for automated emails that summarize all activity on their account each day. And when it’s time for a custom message, it’s a piece of cake to click the email or text button and send out a message.

Further, you can turn on birthday and anniversary reminders, making it simple to send a nice birthday greeting or a, “thanks for another year together,” email.

With all this, it’s hard for anything to slip through the cracks. But there are still some people who are never squeaky wheels, and they may want to hear from you, too. For this, there is a Contact Report.

Run the Contact Report for any date range to see who is taking up most of your communicating time, and who might be out there waiting to hear from you. The report summarizes how many documents you’ve sent to each person, how many emails you’ve exchanged, how many texts you’ve sent, and how many conversations you’ve had during the period.

There’s also a handy number that shows how long it’s been since a person’s contact information has been updated. You may be sending emails to a person who hasn’t used that email address since the last ice age, and you don’t know the messages are never being read. When the last contact update interval turns red, it may be a good time to reach out and see if you get a response.

Harmony’s CRM tools go way beyond what’s outlined here, but rest assured with Harmony you’ve got what you need to stay in touch – effectively and effortlessly.

Understanding Harmony: Where’s My Worker?

Maintenance management is a big part of Harmony, with dozens of different tools to simply and streamline maintenance in your property management business.

One oft-asked question is, “Where’s my worker?” FedEx knows where every truck is at all times. You have a similar strength when you require vendors to use your Harmony Job Log.

When a vendor shows up on-site for maintenance, they simply tap the button in their portal app to indicate they’ve arrived. When they depart, the tap the button to indicate they’re leaving. The app will record their exact position, and even things like how fast they’re moving at the time, so they can’t cruise by the home, tap the button, and move on to the coffee shop for a while.

In the same spot in your app, the vendor can also indicate an estimate for work, indicate work is completed, or refuse work. All of these actions update immediately across all of your systems in Harmony.

For every work order, you can view the job log of when a vendor arrived and departed and how many minutes they were on-site. You can also run job logs by vendor to see everything they’ve done for you.

You may also choose to view the job log when reviewing and recording invoices, to make sure the invoice details line up with the reality of where the vendor’s been. This is one of many factors that you can use to determine vendor suitability, which helps you decide who you want to assign future work to. (Other factors include on-time and on-budget performance, and tenant/owner reviews of your vendors.)

Harmony gives you maintenance management tools that are rarely included in anything but the most expensive maintenance systems, and integrates them all in an easy-to-use way with everything else you do in property management. If there’s anything else we can do to make maintenance super-simple, just let us know.

Understanding Harmony: Advance Application and Abandonment Awareness

Rental applications are a big part of your property management business, and Harmony provides the most powerful rental application system available.

When configuring your online application, you have the ability to add all the questions you want to ask, along with powerful options to provide on-screen question help, make an answer required, choose the available answer format (like yes/no questions, or options in a list), and make question display conditional on other responses (such as asking for pet details when the applicant indicates they have pets).

An occasionally overlooked feature is one you may not realize you even wanted. In your settings, you can opt to copy the agent when an application is started. This will send a copy of your Application Started template message (which always goes to the applicant) to the agent. From this, your agent may do a few things:

  • Wait and see if the application is completed.
  • Contact the applicant to help them understand the application.
  • Contact the applicant on abandoned applications to determine why they didn’t finish the application, and what they need to proceed.
  • Provide the owner with information on how many applications were started on their unit.

This may not be something you’ll ever use, but it’s a powerful feature to help your prospective tenants and assure your owners you’re keeping a close eye on getting their vacancy filled.

Understanding Harmony: Smoke Out the Socialite

With so many of the people we do business with having a social media presence, it makes sense for us to be able to find people by social media contact when other contact methods fail.

In Harmony, each person has a profile with 4 structured fields for phone contacts and 3 structured fields for email contacts, as well as a selection of their preferred messaging format and contact preferences. Additionally, each person has an unlimited section of “More Contact Methods”.

In More Contact Methods, you can specify any other possible contacts for this person. Indicate the contact (like a handle, ID, URL, etc.) and description, and select the type. Built-in types include social media apps like Facebook, Twitter, Instagram, and LinkedIn. You can also select Website, Email, or Phone in case the structured fields are not enough (or you discover someone has a phone number or email that they did not provide you with on their application, but did provide via a work request or caller ID). You can also select Other for any other type of contact not defined. For each contact, you can also specify the source to track it back and determine how reliable the contact is.

With all of these contacts, it’s easy to find the person who may prove difficult to reach with the phone and email information they initially provided.

Understanding Harmony: The Ducks are Disordered

Keeping your ducks in a row is easy with Harmony. One powerful tool to help is the Concerns Report.

You can run a concerns report on any owner, tenant, or vendor, or run it on all of them at once. The concerns report will show you everything that you might be concerned about for a person. Here are some examples of things that will show up on your Concerns Report:

  • A person is missing important contact information, like phone numbers and email addresses.
  • A person is on an agreement that is overdue or coming due for renewal, expired or expiring, etc.
  • An owner is missing required tax documents, tax ID, or distribution information.
  • An owner has a balance less than their reserve.
  • A person has overdue bills, charges, work orders, or tasks/activities.
  • A vendor is missing or has expired Workers Comp.
  • A vendor has overdue invoices.
  • And more…

Most of these items are also alerted in other places, and your staff will see them in real time and respond to them. As the business owner or manager, the Concerns Report gives you a great way to get a snapshot on anything that was missed or improperly deferred. You might consider requiring your staff to view and resolve concerns on a regular basis, and email you, as the business manager, the report with outstanding issues at the end of each work week.

The report groups concerns by priority A, B, or C. Priority A concerns should be resolved immediately. Priority B require resolution, but with less urgency. And priority C concerns ought to be resolved to keep things moving forward smoothly.

If there are other things that concern you but are not yet on the report, drop us a line so we can consider them for inclusion. It’s our goal to make things clear, clean, and easy to resolve wherever possible.