Robert C. White & Co. - May 2021

Robert C. White & Co. - May 2021

R E N T A L READER YOUR

MAY 2021

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‘FEEDBACK IS A GIFT’ NPS Score and Continuous Improvement

“Feedback is the breakfast of champions.” –Ken Blanchard.

The scoring isn’t done on a simple average but, instead, uses the score to break clients into groups. People who score you a 9 or 10 are a company’s Promoters . People who score you a 7 or 8 are a company’s Passives . People who score you a 0 through 6 are considered a company’s Detractors . To get the overall score, you take the number of Promoters – Detractors / Respondents x 100. Based on that, the highest NPS score is 100 (all Promoters) and the lowest score is –100 (all Detractors). Typically, you compare your score to other companies in your industry, and there is a lot of benchmarking done. For the property management industry, the average score is an 8 (source: ClearlyRated). A national property management company backed by venture capital brags about their recent score of 19.

I like that one, but I like this one better … “Feedback is a GIFT!”

The results are in!

I don’t know who first said that, and it’s probably too generic to ever figure it out truly, but I heard it many times at McKinsey and really, really believe it. Feedback is a GIFT. The truth is you can’t really grow if you don’t become aware of your own blind spots and get outside input from people. As you probably already know, continuous improvement is really big at RCW (“Endlessly Improving” is a core value), so feedback is really important to us. I hope you saw our request for feedback in the form of a very brief survey known as the Net Promoter Score survey. It is intentionally short so people are encouraged to respond, and it has one core question: “How likely is it that you would recommend Robert C. White & Company to a friend, family member or colleague that needs leasing and/or property management services?” A score of 0 is “Not at all likely.” A score of 10 is “Extremely likely.” Then, we ask a follow-up question for more details and if we can do anything to serve you better.

maintenance/repair decisions and costs, communication in certain circumstances) and some suggestions for changes and improvements (e.g., all-inclusive pricing, more regular check-ins with owners). Please know this — your trust is critically important to us and we don’t take it for granted. We will continue to improve and work together to serve you to the best of our ability. The score was not 100, and I never expect it to be, because the world is always changing, but we do our best to meet the challenges and get better.

Our score (drumroll please) was 88 .

Overjoyed and humbled,

I was floored and so warmed by the many comments about our great communication, responsiveness, professionalism, and connection, and about how we proactively solve problems and give our clients peace of mind. But we didn’t just sit back because we heard some nice things and got a good score. We have met as a team and gone through all the feedback and have noted some things we need to continue to work on (e.g.,

P.S. For all of you who completed the survey, thank you very much for your feedback. We had a large number of clients complete the survey (over one-third, which is very high for a survey like this). I do consider it a gift because you spent your time to give us the feedback, and I truly appreciate it.

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WHAT TO DO ABOUT YOUR HOME’S ‘ENERGY VAMPIRES’ DON’T LET HIDDEN ENERGY COSTS DRAIN YOUR BANK ACCOUNT

We’ve all been there: You’re hit with an unusually high energy bill and you aren’t sure why. While we expect our energy bills to increase during certain times of the year, we still expect some consistency. When there are unusual bumps, we want to know why. In some cases, these unusual bumps can be traced to hidden energy drains, or “energy vampires.” Most of these energy vampires are far more insidious than a noticeable bump to your energy bill. Why? Because we’re often paying for electricity we didn’t even realize we were using.

How to Live to 99

BETTY WHITE’S SECRETS OF LONGEVITY

Beloved “Golden Girls” actress Betty White is still enjoying her golden years. The famed actress celebrated her 99th birthday this January. While she told People magazine that she’s “blessed with good health, so turning 99 is no different than turning 98,” she also had a few tips for folks looking to make it to their centennial birthday. Keep Laughing “Don’t take yourself too seriously,” White says. “You can lie to others — not that I would — but you cannot lie to yourself.” White has undoubtedly provided many laughs to viewers over the years, but she’s not just playing it up for the camera. Laughter is part of what keeps her young. Be Optimistic White says a good sense of humor also helps her keep a good attitude and look for the positive rather than “dwelling on the downside.” Avoiding negativity also gives her energy. “It takes up too much energy being negative,” she told People magazine. Stay Busy With nearly eight decades of acting under her belt, six Emmys on her shelf, and over 120 screen credits to her name, White is no stranger to hard work. As she told Parade in 2018, “I just love to work, so I’ll keep working until they stop asking.” Exercise Your Mind In addition to her busy work schedule, what keeps Betty White sharp? Crossword puzzles! She told Katie Couric in an interview, “I’m addicted. An admitted addict. I just can’t put ’em down.” Find a Cause White is a lifelong animal lover. She calls her golden retriever, Pontiac, “the star of the house.” While pet ownership itself comes with proven health benefits, White has channeled her love for animals in bigger causes. She’s been a trustee and board member of the Greater Los Angeles Zoo Association for over 40 years and has done work to help protect endangered species in the wild. Funds raised from White’s official fan club, Bet’s Pets, all go to support animal charities. Embrace Your Vices White told Parade she loves vodka and hot dogs “probably in that order,” which just goes to show that you don’t have to forgo your treats to live to 99.

What are these energy drains and what can you do about them?

Electronics TVs, PCs, surround sound equipment, and video game consoles typically drain energy. It comes down to the simple fact that practically every electronic device made today stays “on” even when we turn it off. The U.S. Department of Energy estimates that these electronics — while off — still contribute to more than 10% of household energy bills. Some electronics offer settings that allow people to truly turn them off, but even that’s not a guarantee. Another option, however, is to use energy-saving power strips or plug-ins. These power strips allow you to control power to select devices — and ensure these devices are only powered when you want them to be.

Appliances Appliances like refrigerators, dishwashers, washing machines, and dryers can be used very inefficiently. Refrigerators, for example, work best when they’re full. If

you have a fridge with only a few things in it, you’re wasting a lot of energy. When it comes to dishwashers, washing machines, and dryers, make sure you run larger, less frequent loads. Running the appliances for smaller loads is very costly — even with ENERGY STAR-rated appliances. One of the biggest energy drains in the home is the electric water heater. For the most part, that’s to be expected. But what people don’t realize is that sometimes, the water temperature is set too high. In this case, your water heater has to work extra hard to keep the temperature up, resulting in an energy drain. The best way to combat this is to simply lower the temperature on the unit.

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POWER TO THE PEOPLE

Is Alternative Energy Right for You?

We all watched late-winter storms wreck parts of the Midwest and South this year, leaving many homeowners scrambling to heat their homes and find clean drinking water. This incident is sparking renewed interest in alternative energy and home energy storage — ways to get off the grid if you’re just the average consumer. But what’s affordable for you? Generators are a common alternative power source, and it’s one that many people who experienced the storms might be familiar with. A generator can run on different types of fuel, and for a short-term outage, it’s an affordable option to keep your electricity on. Generators range greatly in size and price, and you can find one that will power your house for as long as you put fuel in it. Consider, however, the availability of that fuel: Many places that got hit by extreme winter weather also saw gas and diesel shortages. Another popular alternative energy source is solar panels. Over the past 30 years, solar power has become more popular with homeowners, falling in price and rising in reliability. In addition, solar rental companies are happy to put panels on suburban roofs — although one should plan for these low-end panels to be toast by the time their “rental period” ends. One thing you may not know about solar panels is that they require a battery bank to store energy. A battery bank is a collection of batteries connected with wiring, which allows for more storage space than a single battery. This stored energy,

if collected in excess, can be sold back to the grid if you want. On top of that, modern battery banks are cheaper and more reliable than they were in the past, making them more accessible and useful for the average consumer. You can thank Tesla Motors for that research! You can also thank them for solar shingles, which are roof shingles that generate solar energy. Practical? Perhaps not right now, but it might be a sign of things to come. In the future, perhaps we’ll all be selling power back to the grid!

GRILLED CORN WITH PLANT-BASED AIOLI

TAKE A BREAK

Inspired by SimpleVeganBlog.com

Ingredients

• 4 ears corn, unhusked • 1 clove garlic • 1/4 cup unsweetened soy milk • 1/2 cup sunflower oil

• 1 tsp apple cider vinegar • Sea salt, to taste • 1/2 cup raw spinach

Directions

1. In a large pot, boil corn for 30 minutes. 2. In a large blender or food processor, add garlic, soy milk, sunflower oil, vinegar, and salt. Combine until smooth by pulsing the blades. 3. Once the aioli mixture is blended, add raw spinach and blend again.

4. Drain corn and transfer to the grill for 10 minutes, rotating as necessary. 5. Taste aioli for consistency and flavor. Add more milk or oil to thicken it and add more salt to taste. 6. Top corn with aioli and serve.

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INSIDE

1

‘Feedback Is a Gift’

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99-Year-Old Betty White’s Secrets of Longevity

Eliminate Your Home’s ‘Energy Vampires’

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Getting Power to the People

Grilled Corn With Plant-Based Aioli

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Find Balance Between Pets and Plants

PETS, PLANTS, & PEACE OF MIND HOW TO PICK THE RIGHT PLANTS FOR A PET-FRIENDLY HOME

Do you live in a home with both pets and plants, or are you considering adding some greenery to a house full of four-legged friends? If you have pets and plants together in your home, there are a few important things to keep in mind to ensure that both stay healthy. Pick the right plants. Many houseplants can be toxic to animals. Aloe, for example, can cause serious health issues if ingested by cats and dogs. To avoid these problems, the ASPCA and HGTV both have checklists you can find on their websites to help you

determine what’s safe for your pets. A few pet-friendly choices include Boston ferns, chamaedorea palms, and spider plants.

Consider plant placement. Keep houseplants out of reach of curious snouts, paws, and the occasional tail while still ensuring your plants get plenty of light. Find spots on tables and shelves or hang plants from the ceiling if that’s an option. Set plants away from ledges or areas where cats might be tempted to jump. With pet-friendly plants and proper placement, you can avoid damaged plants and sick pets and keep your home environment happy.

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