Summary: Dylan and Mike interview Jennifer Outland, the Regional Manager of Rand Property Management. Key Info: Budgets consistently reviewed Property Management first Reviewing budgets monthly Positive resident experience Language dictates emotion Net Promoter Score (NPS) asks: “On a scale of 1-10, would you refer your community to a friend to a colleague?” A good NPS score has feedback of 70%+ Consistently measure will result in improvements Invest in the right People, Systems, and Culture
