FONTAINEBLEAU
Second on the manager's list is nowhere on it
A Fontainebleau condo manager keeps three plumbers in her phone. She calls the first. If he answers, the other two do not exist that day. If he does not, the second one gets the call and, if he answers, moves to first. The list reorders itself every time somebody rings out. Your ranking is your reply time, and nobody tells you where you stand.
A note on what this is. We have not surveyed condo managers. This is how vendor lists work in buildings with a lot of units and one person handling all of them.
How the list works
She manages a building with 200 units and a dozen vendor categories. She does not have time to compare. She has a list, and the list is sorted by who made her life easy last time. Answering is the first half of easy. The second half is not making her call back to ask what happened.
Records by building
- The customer is the building, not the manager. Managers change; the building stays.
- Each job card carries the unit number, the resident's name and language, and the manager who called it in.
- The manager gets one thread for all her jobs at that building. She can see the status of unit 4B without calling.
- When she moves to a new building, her record moves with her and the old building keeps its history.
REPLY TIME IS THE RANKING
The board for building work
One board per building, or one column per building on one board, depending on how many you serve. A card that has sat unanswered turns a color before she notices. A card marked done sends her a one-line text with the unit and what was fixed. She stops calling to ask. You stay first.
The resident
Half the residents in Fontainebleau will answer the door in Spanish. The resident's language goes on the card, so the arrival text and the tech at the door match. The manager may not think about it. The resident does.
The certificate of insurance and the invoice go to the manager from the same thread, so nothing is chased by email later.
Questions we get asked about this
Can a building have several managers?
Yes. The building is the record; managers are contacts on it, each with their own thread.
Does the manager see our board?
No. She sees her own texts and the done notices. The board is yours.
What about emergencies at 2 AM?
The missed-call text and the voice agent handle those the same as any call, and route real emergencies to your on-call number.
Related
Ask where you stand
Pick one manager and ask her where you are on her list. Then book a 30-minute call and we show you how the board keeps you first.