GCR&D’s Proactive Communication
(When you will hear from us)
Communication is a large part of customer service and we want to set the expectations for our relationship around the communication minimums that are expected to happen between us. Below are our touch points with you that you expect that can be via email, phone calls, or text.
Your Property Manager will connect with you on a quarterly basis to review what is going on with your properties.
Upcoming Move Out
When we learn of a move out we will contact clients to let them know dates and our next steps.
For clients that have never gone through the turnover process with GCR&D, this is a great opportunity for a phone call to lay out what to expect through the move out, turnover, and leasing process
Lease Renewal Time (120-150 days before lease end)
We need to verify the client's intention to continue to rent before reaching out to the resident about getting a lease renewal signed.
This can also open up the conversation to discuss potential sale opportunities with our in-house brokerage team.
Turnover Scope & Costs
Immediately after move out we will create a move out report with 360 degree pics.
We will present the client a scope of work with cost to make the home rent ready for their approval & submission of funds.
Once scope is completed we will update the client to let them know it is complete and discuss/collect any overages due to additional scope or estimates that came in high.
Reserve Funds Low
If an owner's account is short of funds with an upcoming expense we will contact the client to request funds to replenish the account.
If a tenant falls behind and it will affect the clients payout date, we will provide notice and discuss next steps of our action.
Maintenance Expenses Over Limit
We will seek approval for maintenance costs that exceed the limit set in the management agreement for non-emergency work orders.
Sometimes our clients will have more knowledge or more experience about the history of a property so we may reach out
to know if an owner has had a particular issue in the past or to discuss a failing piece of equipment.
Sometimes an emergency will take place and our team will have to make a decision to protect the property or the safety/security of the tenant.
If that happens and it is over the maintenance limit we will contact the client within 12 hours of the event with the what, why, how, and next steps to fill you in.
When We Get An Email Or Call
Upon getting an email at email@example.com or a call to our private line we will respond to our client the same day if the request is before 1:00 pm (CST).
If the client contacts us after 1:00 pm (CST) or after hours then we need to respond the next business day.
When We Are Working On The Answers
Sometimes we may not have the answer yet but we need to let our clients know that we are working on getting them the information requested.
New Lease Signed
We will provide the client with a copy of the executed lease via your owner portal.
Rental License Inspection / Certificate of Occupancy
Upon receiving notification that the property passed the inspection.
A copy of the rental license/certificate should be uploaded to the owner’s portal.
How To Communicate With Your Property Manager
Not by any specific design but we are an email heavy operation. Now that doesn't mean we won't text or jump on a phone call with you. Below are the best ways to get in touch with your Property Manager when needed.
In your Property Manager’s email signature you will see their direct line to call or text.
firstname.lastname@example.org (we do monitor response times and have coverage to this inbox when a team member is out of office)
In your Property Manager’s email signature you will see a link to schedule a call which you can access 24/7.
If there is ever a time we are not meeting your expectations in one or more areas of your client experience we ask that you provide direct feedback to our leadership team using this link.Leave Feedback