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JUNE 2023
The Results Are In . . . AND WE COULDN’T BE HAPPIER
For the last three years, we have asked our clients to complete a brief survey known as the Net Promoter Score survey (NPS). The survey consists of one core question: “How likely is it that you would recommend Robert C. White & Company to a friend, family member, or colleague who needs leasing and/or property management services?” Without getting into the methodology of how it is scored, I will get to the punch line. This year, we had an NPS score of 82. To put this in context, an NPS score can be as high as 100 and as low as -100. An average NPS score falls between 0-30. A good score is 30-60. The industry average for property management companies is 8, and for real estate companies, it’s 30. Frankly, an 82 is an incredibly high score. It is higher than very popular big brands like Starbucks (77), Airbnb (74), Apple (72), Netflix (68), and Amazon (62), which get some of the highest scores in their industries. It’s humbling that so many of our clients are enthusiastic about what we do for them (over one-third of our clients responded, which is also above average for survey results). Plus, this is not an outlier result for us. Each year we have done the survey, we have received scores in the 80s.
I review all the surveys and read each response. While there were items identified that we can (and will) work on, there was a theme of great communication, responsiveness, professionalism, and giving our clients peace of mind.
It is what the entire RCW team is striving to deliver every day.
Wow, what a score!
I have time to share all the results with the team later this week, and I am looking forward to it. It feels timely because, honestly, I get the sense that if I asked them to predict the score, it would be much lower.
Robert C. White & Company. We take great pride in handling the hard stuff and serving our clients very well. We know the good of the job comes with the bad, and it is our responsibility to work to make the results for our clients (service experience and financial) better and better over time. That is what “Endlessly Improving” is all about. Thank you for your trust and your feedback and your support in what we do. I truly appreciate it.
Why is that?
I think it’s because the majority of our working day, we are on the front lines, interacting with people who aren’t that happy with what we have to tell them. A big part of our job is being the bearer of bad news. We have to tell our client that their A/C unit is not working and needs a major (and costly) repair. We have to tell the tenant that even though they wanted to renew the lease, the owner has decided to sell, and they will have to move. We have to discuss with our client that the tenant is unhappy and is threatening to withhold rent. Now, the reality is that if dealing with properties, maintenance, and tenants were easy, there would be no need for
Sincerely,
P.S. We haven’t done a Tenant NPS survey annually but will likely start in the fall. We did a one-off survey in 2021. The results were a very strong 71. Responsiveness to issues and professionalism were consistent themes.
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OUT OF YOUR DEPTH WITH POOL MAINTENANCE? Plunge Into Pool Care Basics
A dip in the pool might just be the most relaxing way to cool down in summer, but maintaining a pool can be anything but easy. Understanding every part of your pool’s equipment and how to properly clean and sanitize the water can create major headaches. However, hiring a pool maintenance company can be expensive. Luckily, if you understand the different parts of your pool, cleaning them is surprisingly easy. So, if you’re a pool owner, here are the essential things you need to know to keep your pool running swimmingly. Operational Equipment A running pool system involves many parts that need maintenance. These systems keep your pool water clean through circulation and filtration. Here are the three critical components you should be familiar with. • Pump and Motor: Like your car, your pool motor keeps everything running, including the pump. The pump circulates the water through a filtration system, heater, and chlorinator before returning it to the pool. • Skimmer Basket: The first part of the filtration system the pump pushes water through is a skimmer basket. These are basket-shaped plastic filters located on the outside perimeter of the pool. Their job is to catch larger pieces of debris like leaves, twigs, bandages, or other pieces of plastic and cloth. This basket should be pulled out and emptied at least once a week. • Filter: The purpose of your pool filter is to remove any fine particles from the water. Your pool will have one of three filters:
a diatomaceous earth filter, a sand filter, or a cartridge filter. Diatomaceous earth filters consist of finely compressed mesh coated in diatomaceous earth, a finely ground fossilized algae. A sand filter forces pool water through fine-grain sand that catches any large particles, and you must replace the sand every few years. Lastly, a cartridge filter passes water through a grid-like device made of mesh and folded to fit inside the plastic grids. You want to wash your cartridge filter at least once a month in the summer using a soft-bristled brush and hose. How to Sweep Your Pool You might be surprised to know your pool needs more than just clean water. It’s also essential to brush the pool sides and floor to avoid the buildup of dirt and grime. The best way to do that is by sweeping, and you’ll be relieved to learn about pool-sweeping devices to help you. In the world of pool sweeps, you can use three kinds: suction- side vacuum systems, pressure-side vacuum systems, and robotic pool sweeps. The first two sweeps, suction-side and pressure-side vacuum systems, utilize your pool’s built-in pump and filtration system attached to long poles. The third kind, the robotic sweep, runs all on its own without using your pool’s systems. Whichever sweep you choose, remember to use it at least once a week to keep your pool clean. How to Care for Your Pool Water Unfortunately, the filtration and pump systems, plus a sweep, aren’t enough to keep your water clean. You need to use a testing kit to see what chemicals your pool water needs to remain balanced. Testing kits are available at any pool store and even big-name retailers like Walmart, The Home Depot, and Lowe’s. Once you’ve followed the directions and received your results, the kit will indicate whether or not you need to add chlorine or acid. Pools require chlorine to remain sanitized; otherwise, harmful bacteria can grow in your pool. However, too much chlorine will make the water unbalanced, harming the skin, eyes, and even the pool’s systems. This is why a test may ask you to add acids like sodium bicarbonate and muriatic acid to counteract the chlorine’s high pH level. Chlorine, sodium bicarbonate, and muriatic acid are available at local pool maintenance stores. Understanding your pool maintenance requirements will save you money and allow your family to enjoy its refreshing waters without worry!
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MAKE YOUR SUMMERTIME PARTIES SUSTAINABLE!
Eco-Friendly Alternatives Any Host Can Use
Summertime brings images of pool parties, backyard barbecues, Father’s Day family gatherings, and endless get-togethers with loved ones. But these countless parties usually come with elaborate decorations and disposable dishes. While they make your party festive and easy to clean, they end up in the dump, where they’ll sit for years. Even worse, they could fall into our oceans and harm endangered sea life. However, you can still host fantastic summertime celebrations without sacrificing sustainability. So, if you’re looking to turn up the hosting heat, here are three ways to entertain your guests while remaining eco-friendly. Reuse home decor. If you have an indoor party, consider printing theme-appropriate images from the internet and inserting them into the picture frames you already have
friendly, you should opt for the dishes, cups, and plates you already have in your home. To make cleanup easier, empty your dishwasher ahead of time and ask your guests to pop their dirty dishes right into the washer. After they leave, you only need to add detergent and turn the machine on! Put the recycling bin in plain sight. Metal cans and plastic bottles are unavoidable at summer parties, but when guests are unsure where the recycling is in someone else’s home, they usually end up in the trash. So, before the party starts, put your recycling bin in a place everyone can see, and consider labeling it. When people ask where to put their bottles and cans, say “the recycling by the [location]” instead of “the trash” to make it even more straightforward.
hanging. Or, grab a garland from your Christmas decoration box and weave in some fresh flowers from your yard or local nursery to fit the season.
Consider dragging potted plants closer to the action for outdoor festivities and draping them with your Christmas lights to create a relaxing and enchanting ambiance! Avoid disposable dishes. Yes, disposable cups, plates, and silverware make party cleanup easier. But to be more eco-
The important thing to remember when becoming more eco-conscious is that it’s okay to start small! If trying all three of these tips at once is overwhelming, begin by changing one aspect of your party to something more sustainable and celebrate saving the world!
Cherry Chia Greek Yogurt Bowls
TAKE A BREAK
Inspired by HungryHobby.net
Ingredients
Directions
Chia Seed Jam • 2 cups Chelan fresh sweet cherries, pitted • 3 tbsp chia seeds
Chia Seed Jam We suggest making the chia seed jam in advance and storing it in the refrigerator so you can quickly assemble these yogurt bowls all week. 1. Using a potato masher, mash down the cherries. Place a small pot on high heat and add the cherries, chia seeds, honey, and water. Bring the mixture to a boil, then turn down the heat and let simmer for 10 minutes, stirring constantly. Allow jam to cool before using or refrigerate. Greek Yogurt Bowls 2. In a small serving bowl, mix the Greek yogurt with vanilla extract. Top the Greek yogurt with 2 tbsp cherry chia seed jam, hemp seeds, granola, and a few additional Chelan fresh sweet cherries, if desired.
• 2 tbsp honey • 1/4 cup water
Greek Yogurt Bowl • 1 cup nonfat plain Greek yogurt • 1/2 tsp vanilla extract • 1 tsp hemp seeds • 1 tbsp granola
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57 DODGE AVE., STE. 107 NORTH HAVEN, CT 06473 860.613.6290
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INSIDE
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The Results Are In . . .
2
Don’t Drown in Pool Maintenance
3
Saving the Planet, One Party at a Time
Cherry Chia Greek Yogurt Bowls
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Is Your Family Prepared for a Fire?
Don’t Let Your Future Go Up in Smoke
YOU NEED A FIRE ESCAPE PLAN
Step No. 2: Choose a ‘fire captain.’ You should assign the role of “fire captain” to an adult or older child who can help babies, young children, pets, or anyone needing assistance to get out of the house. Then, choose a backup in case the primary captain isn’t home or cannot perform their duties. Step No. 3: Pick a safe spot. Pick the place your family will meet after they escape your home. Look for easily identifiable landmarks like a fire hydrant at the end of your street or a light pole at the foot of your driveway. Step No. 4: Review your plan with your children. After you’ve completed steps 1 through 3, sit down with your kids and explain each step. Show them where you’ve marked exits in
Would your family know what to do if a fire breaks out in your home?
According to the National Fire Protection Association, a house fire happens every 86 seconds. However, even with the frequency of house fires, less than 47% of families have an escape plan. Some respondents reported that if a fire did occur, their children would have no idea what to do. If your family is underprepared for a house fire, there is no better time to start planning than now. And the best part about fire preparedness is that the entire family can do it together. So, here are five steps your family can follow to prepare for the possibility of a house fire. Step No. 1: Draw a floor plan.
Your home’s floor plan will become one of the most critical tools in your fire safety plan. It will provide anyone in your family (even small children) with a clear map of where to go. Ensure your floor plan clearly labels all windows and doors. Remember to include a diagram for every floor, including the basement. Then, place marks in every room indicating two ways to escape (a window and door) and label them clearly.
each room, tell them who the fire captain is, and designate a safe meeting spot. Most importantly, ask them if they have any questions about what to do. Step No. 5: Practice! Once you’ve explained your plan, practice it! Pretend there’s a fire, and run through each step of the plan until everyone is outside at the safe spot. Repeat these drills a few times a year to remain safe!
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